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Inbound Voice and Chat Service Configuration

This section outlines the recommended general order of configuring an inbound voice or chat 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 or chat service for your contact center.

Step 1: Create and configure an inbound voice or chat service

Create an inbound voice or chat 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

Additional skills are called auxiliary skills. Add any other required agent skills for this campaign.

Step 4: Assign the additional skills to agents of the assigned teams

Assign auxiliary skills to agents as required skill levels.

Step 5: Specify service level thresholds

Set the service level threshold for the service. See section Services and Campaigns - Service Level Tab.

Step 6: Create the scenario for the service

Create the interaction processing scenario for this service. For voice, use text-to-speech to generate the voice messages and prompts, and once they are finalized, record them with a voice talent.

Step 7: For voice, specify dial-out information

For voice services, specify the dial-out entries for outbound consultation calls.

Step 8: For voice, set up periodic call recording exports

For voice services, set up periodic exports of call recordings. See section Services and Campaigns - Results Tab.

Step 9: For chat, update omnichannel routing settings

For chat services, specify the number of sessions that agents can handle simultaneously. See section Omnichannel Routing.

Step 10: For voice, configure caller ID

For voice services, configure a caller ID for outbound SMS communications. See section Services and Campaigns - Numbers Tab.

Step 11: For chat, configure SMS access numbers

For chat services, configure an SMS access number for inbound SMS communications. See section Messaging.

Step 12: Associate scenarios

Associate a scenario with the access number (for voice) or web/mobile applications (for chat). See section Scenario Entries.

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