- General Information
- Contact Center Configuration Process
- Initial General Configuration
- 1 Inbound Voice Service Configuration
- 1.1 Step 1: Create and configure an inbound voice service
- 1.2 Step 2: Assign teams to the service
- 1.3 Step 3: Create additional skills required for this service
- 1.4 Step 4: Assign the additional skills to agents of the assigned teams
- 1.5 Step 5: Create a scenario for the service
- 1.6 Step 6: Associate the scenario with a service
- 1.7 Step 7: Specify service level thresholds
- 1.8 Step 8: Specify dial-out information
- 1.9 Step 9: Set up periodic call recording exports
- 1.10 Step 10: Configure caller ID
- 1.11 Step 11: Customize historical reports
- Outbound Campaign Configuration
- Email Service Configuration
- Chat Service Configuration
- Web Chat Configuration
- Users and Teams
- Forwarding and Voicemail Operation
- Agent Dashboard Metrics
- Skill Levels
- Help Screens
- Scenario Entries
- Services and Campaigns
- Services and Campaigns Overview
- Properties Tab
- Assignments Tab
- Lists Tab
- Dispositions Tab
- Activity Tab
- Numbers Tab
- Service Level Tab
- Outbound Tab
- Results Tab
- Archive Tab
- Canned Tab
- Email Tab
- Pre-defined Dispositions
- Outbound - General
- Outbound - Calling Hours
- Outbound - Dial Rules
- Outbound - DNC
- Outbound - Diagnostics
- Case & Contact Management
- Call Center Configuration
- General Settings
- Integration Accounts
- Knowledge Base
- Hours of Operation
- State Calling Hours
- Auxiliary Skills
- Language Skills
- Audio Treatments
- Shared Voice Segments
- Omni-Channel Routing
- Chat Settings
- Email Settings
- Quality Management
- Agent Desktop Helper Application
- System Requirements
- Countries, Calling Codes, and Time Zones
- Setting Up Private S3 Storage
Inbound Voice Service Configuration
This section outlines the recommended general order of configuring an inbound voice service.
For inbound voice services with virtual queuing (callback option), see also Bright Pattern's Virtual Queue Tutorial.
The following steps suggest the order of actions that you should take when configuring an inbound voice service for your contact center.
Step 1: Create and configure an inbound voice service
Create an inbound voice service, and configure its general settings. See section Services and Campaigns - Properties Tab.
Step 2: Assign teams to the service
Assign agent teams to this service. Note that the service will be created with a default service skill that can be assigned automatically to all members of the associated agent teams. See section Services and Campaigns - Assignments Tab.
Step 3: Create additional skills required for this service
Step 4: Assign the additional skills to agents of the assigned teams
Use skill levels to assign the language and/or auxiliary skills to agents who will provide this service.
Step 5: Create a scenario for the service
Create the interaction processing scenario for this service. Use text-to-speech to generate the voice messages and prompts, and once they are finalized, record them with a voice talent.
Step 6: Associate the scenario with a service
Associate the scenario with the access number that callers will dial to get this service.
Note: The remaining steps are optional and depend on your workflows and reporting requirements.
Step 7: Specify service level thresholds
Set the service level threshold for the service. See section Services and Campaigns - Service Level Tab.
Step 8: Specify dial-out information
Specify the dial-out entries for outbound consultation calls.
Step 9: Set up periodic call recording exports
Set up periodic exports of call recordings. See section Services and Campaigns - Results Tab.
Step 10: Configure caller ID
Configure a caller ID for outbound SMS communications. See section Services and Campaigns - Numbers Tab.
Step 11: Customize historical reports
Review the available service reports and, if necessary, customize them to your specific reporting needs.