Access Numbers

Bright Pattern Documentation

Generated: 8/15/2022 4:51 pm
Content is available under license unless otherwise noted.

  1. REDIRECT 5.3:Contact-center-administrator-guide/ScenarioEntries/Dial-in

  1. REDIRECT 5.3:Contact-center-administrator-guide/Directory/Dial-outEntries

  1. REDIRECT 5.3:Contact-center-administrator-guide/ScenarioEntries/MessagingChat


Dial-in

The logic of processing a phone call is initially determined by the phone number to which this call is delivered. Call arrival activates a scenario associated with that number. The scenario controls all further steps of call qualification and distribution until the moment when the call is answered by an agent (or sometimes self-serviced). The logical entity that describes the association between a phone number and a call-processing scenario is called a dial-in scenario entry.

To set up and manage such associations, select the Dial-in option from the Scenario Entries menu.


Scenario Entries > Dial-in


Dial-in Scenario Entries Screen Properties

The Dial-in Scenario Entries screen properties are described as follows.

Name

Name is the name of the dial-in scenario entry. This field is mandatory and must be unique within the contact center.

Scenario

Scenario is the Voice scenario that will process calls arriving at the phone numbers defined in this dial-in scenario entry (see below).

Service

Service refers to the service associated with the dial-in scenario entry. Such direct association between telephone number and a service can be used when your access numbers directly identify your services.

Even if you use one access number for many different services (i.e., use an interactive voice script within the associated scenario for service selection), you may still assign a default service directly to the access number in order to account for the calls abandoned before service selection and for the calls that bypass the service selection stage (e.g., someone is unable to use the keypad to enter service selection choice, or someone is confused about which option to choose).

Hours of Operation

Hours of operation (HOP) is a schedule that defines service hours for each day of the year.

Unless you create an entry point for a 24/7 operation, the scenario that you have specified in the Scenario property above must define processing of interaction arriving at this entry outside as well as within the specified hours of operation. That is, the scenario should normally begin with an If block that has the condition The current date and time is (or is not) in hours of operation. For more information, see the example provided in the Scenario Builder Reference Guide.

HOPs can also be specified at the service level.

Note the following:

Full chat code for local hosting

To create your own application with the full chat code, click the Download button. A zip file with the code of the out-of-the-box application will be downloaded to your computer. You can modify this code to match the look and feel of your company website, and implement additional application functionality using the Mobile/Web API.

Internal numbers

Internal numbers are the numbers associated with this scenario. Although service calls normally arrive at external access numbers, you can also set up an internal number to enable agents to transfer calls to this scenario entry. Once assigned, a number cannot be associated with any other scenarios.

Specification of an internal number for a dial-in scenario entry is optional. Note, however, that if you specify an entry without an internal number, it will not be displayed in the Dial-in Scenario Entries list. You will be able to see such an entry point in the list of external access numbers only.

External numbers

These are the external access numbers associated with the scenario. Select the desired number from the drop-down list. If the number is already assigned to another scenario or to an extension number, the drop down list will provide this information. Once assigned, a number cannot be associated with any other scenarios.

Note that the system allows you to define more than one access number within the same scenario entry point. This may be useful, for example, if you intend to provide your customers with a choice of numbers depending on where they call from, while otherwise applying exactly the same processing logic to all such calls.

Requested skills

Requested skills are the auxiliary skills and language skills that the agents must possess in order to handle calls arriving via this scenario entry. By defining such skills externally, you can use the same scenario in multiple scenario entries that differ only in auxiliary or language skills. For example, for your technical support service, you can have separate numbers for Product A support and Product B support, where Product A and B are defined as two different auxiliary skills defined for two different scenario entries associated with the same scenario. Note that requested skills should also be defined in the Find Agent scenario block.

Mute IVR toward agent when conferenced

Select this checkbox if you do not wish the agent to hear IVR prompts when on a conference call with a customer and an IVR. This setting can be used if a conferenced IVR contains prompts confirming sensitive data (e.g., credit card information) received from the customer.

Mute DTMF toward agent when conferenced

Select this checkbox if you do not wish the agent to hear the dual tone multi frequency (DTMF) touchtones when the agent is on a conference call. This setting can be used if a conferenced IVR expects the customer to enter sensitive data (e.g., credit card information) using the DTMF keys of their phones.

Queuing priority

Queuing priority refers to the queuing priority of interactions arriving through the scenario entry. Priority determines how fast these interactions will move through the queue relative to interactions arriving through other scenario entries when they compete for the same agents.

The possible value range for priority is from 0.01 to 100. The recommend value range is from 0.1 to 10. Decimals are permitted.

Note that the maximum recommended priority value is 10. If priority is set too high, then the system can wait for the next available agent and will not offer callback if the Virtual Queue option is enabled.

Note that queuing priority set by the Set Priority scenario block overrides the priority that may be preconfigured at the scenario entry level.

Consider the following examples:

For more information and examples of how priority works, see section Set Priority of the Scenario Builder Reference Guide.

Visible to agents

Visible to agents provides indication of whether this scenario entry shall appear in the Agent Desktop directory. Select the checkbox if you want your agents to be able to make blind transfers to service queues via this scenario entry.

Directory folder

Directory folder is the folder of the Agent Desktop directory where this scenario entry will appear if enabled by the previous option. You can select an existing folder or define a new one.

Scenario parameters

Bright Pattern Contact Center scenario language has a number of variables that can be set to different values depending on the scenario entry where this scenario is used. If such variables are present in the scenario selected for this entry, they will appear under this option and can be set to the values specific to the given scenario entry. Use of such externally defined variables enables you to have fewer scenarios because they can be re-used for various scenario entries. For more information, see the description of variable $(app.custom.XXX) and voice segment type Voice, from parameter in the Scenario Builder Reference Guide.




Dial-in

The logic of processing a phone call is initially determined by the phone number to which this call is delivered. Call arrival activates a scenario associated with that number. The scenario controls all further steps of call qualification and distribution until the moment when the call is answered by an agent (or sometimes self-serviced). The logical entity that describes the association between a phone number and a call-processing scenario is called a dial-in scenario entry.

To set up and manage such associations, select the Dial-in option from the Scenario Entries menu.


Scenario Entries > Dial-in


Dial-in Scenario Entries Screen Properties

The Dial-in Scenario Entries screen properties are described as follows.

Name

Name is the name of the dial-in scenario entry. This field is mandatory and must be unique within the contact center.

Scenario

Scenario is the Voice scenario that will process calls arriving at the phone numbers defined in this dial-in scenario entry (see below).

Service

Service refers to the service associated with the dial-in scenario entry. Such direct association between telephone number and a service can be used when your access numbers directly identify your services.

Even if you use one access number for many different services (i.e., use an interactive voice script within the associated scenario for service selection), you may still assign a default service directly to the access number in order to account for the calls abandoned before service selection and for the calls that bypass the service selection stage (e.g., someone is unable to use the keypad to enter service selection choice, or someone is confused about which option to choose).

Hours of Operation

Hours of operation (HOP) is a schedule that defines service hours for each day of the year.

Unless you create an entry point for a 24/7 operation, the scenario that you have specified in the Scenario property above must define processing of interaction arriving at this entry outside as well as within the specified hours of operation. That is, the scenario should normally begin with an If block that has the condition The current date and time is (or is not) in hours of operation. For more information, see the example provided in the Scenario Builder Reference Guide.

HOPs can also be specified at the service level.

Note the following:

Full chat code for local hosting

To create your own application with the full chat code, click the Download button. A zip file with the code of the out-of-the-box application will be downloaded to your computer. You can modify this code to match the look and feel of your company website, and implement additional application functionality using the Mobile/Web API.

Internal numbers

Internal numbers are the numbers associated with this scenario. Although service calls normally arrive at external access numbers, you can also set up an internal number to enable agents to transfer calls to this scenario entry. Once assigned, a number cannot be associated with any other scenarios.

Specification of an internal number for a dial-in scenario entry is optional. Note, however, that if you specify an entry without an internal number, it will not be displayed in the Dial-in Scenario Entries list. You will be able to see such an entry point in the list of external access numbers only.

External numbers

These are the external access numbers associated with the scenario. Select the desired number from the drop-down list. If the number is already assigned to another scenario or to an extension number, the drop down list will provide this information. Once assigned, a number cannot be associated with any other scenarios.

Note that the system allows you to define more than one access number within the same scenario entry point. This may be useful, for example, if you intend to provide your customers with a choice of numbers depending on where they call from, while otherwise applying exactly the same processing logic to all such calls.

Requested skills

Requested skills are the auxiliary skills and language skills that the agents must possess in order to handle calls arriving via this scenario entry. By defining such skills externally, you can use the same scenario in multiple scenario entries that differ only in auxiliary or language skills. For example, for your technical support service, you can have separate numbers for Product A support and Product B support, where Product A and B are defined as two different auxiliary skills defined for two different scenario entries associated with the same scenario. Note that requested skills should also be defined in the Find Agent scenario block.

Mute IVR toward agent when conferenced

Select this checkbox if you do not wish the agent to hear IVR prompts when on a conference call with a customer and an IVR. This setting can be used if a conferenced IVR contains prompts confirming sensitive data (e.g., credit card information) received from the customer.

Mute DTMF toward agent when conferenced

Select this checkbox if you do not wish the agent to hear the dual tone multi frequency (DTMF) touchtones when the agent is on a conference call. This setting can be used if a conferenced IVR expects the customer to enter sensitive data (e.g., credit card information) using the DTMF keys of their phones.

Queuing priority

Queuing priority refers to the queuing priority of interactions arriving through the scenario entry. Priority determines how fast these interactions will move through the queue relative to interactions arriving through other scenario entries when they compete for the same agents.

The possible value range for priority is from 0.01 to 100. The recommend value range is from 0.1 to 10. Decimals are permitted.

Note that the maximum recommended priority value is 10. If priority is set too high, then the system can wait for the next available agent and will not offer callback if the Virtual Queue option is enabled.

Note that queuing priority set by the Set Priority scenario block overrides the priority that may be preconfigured at the scenario entry level.

Consider the following examples:

For more information and examples of how priority works, see section Set Priority of the Scenario Builder Reference Guide.

Visible to agents

Visible to agents provides indication of whether this scenario entry shall appear in the Agent Desktop directory. Select the checkbox if you want your agents to be able to make blind transfers to service queues via this scenario entry.

Directory folder

Directory folder is the folder of the Agent Desktop directory where this scenario entry will appear if enabled by the previous option. You can select an existing folder or define a new one.

Scenario parameters

Bright Pattern Contact Center scenario language has a number of variables that can be set to different values depending on the scenario entry where this scenario is used. If such variables are present in the scenario selected for this entry, they will appear under this option and can be set to the values specific to the given scenario entry. Use of such externally defined variables enables you to have fewer scenarios because they can be re-used for various scenario entries. For more information, see the description of variable $(app.custom.XXX) and voice segment type Voice, from parameter in the Scenario Builder Reference Guide.




Dial-in

The logic of processing a phone call is initially determined by the phone number to which this call is delivered. Call arrival activates a scenario associated with that number. The scenario controls all further steps of call qualification and distribution until the moment when the call is answered by an agent (or sometimes self-serviced). The logical entity that describes the association between a phone number and a call-processing scenario is called a dial-in scenario entry.

To set up and manage such associations, select the Dial-in option from the Scenario Entries menu.


Scenario Entries > Dial-in


Dial-in Scenario Entries Screen Properties

The Dial-in Scenario Entries screen properties are described as follows.

Name

Name is the name of the dial-in scenario entry. This field is mandatory and must be unique within the contact center.

Scenario

Scenario is the Voice scenario that will process calls arriving at the phone numbers defined in this dial-in scenario entry (see below).

Service

Service refers to the service associated with the dial-in scenario entry. Such direct association between telephone number and a service can be used when your access numbers directly identify your services.

Even if you use one access number for many different services (i.e., use an interactive voice script within the associated scenario for service selection), you may still assign a default service directly to the access number in order to account for the calls abandoned before service selection and for the calls that bypass the service selection stage (e.g., someone is unable to use the keypad to enter service selection choice, or someone is confused about which option to choose).

Hours of Operation

Hours of operation (HOP) is a schedule that defines service hours for each day of the year.

Unless you create an entry point for a 24/7 operation, the scenario that you have specified in the Scenario property above must define processing of interaction arriving at this entry outside as well as within the specified hours of operation. That is, the scenario should normally begin with an If block that has the condition The current date and time is (or is not) in hours of operation. For more information, see the example provided in the Scenario Builder Reference Guide.

HOPs can also be specified at the service level.

Note the following:

Full chat code for local hosting

To create your own application with the full chat code, click the Download button. A zip file with the code of the out-of-the-box application will be downloaded to your computer. You can modify this code to match the look and feel of your company website, and implement additional application functionality using the Mobile/Web API.

Internal numbers

Internal numbers are the numbers associated with this scenario. Although service calls normally arrive at external access numbers, you can also set up an internal number to enable agents to transfer calls to this scenario entry. Once assigned, a number cannot be associated with any other scenarios.

Specification of an internal number for a dial-in scenario entry is optional. Note, however, that if you specify an entry without an internal number, it will not be displayed in the Dial-in Scenario Entries list. You will be able to see such an entry point in the list of external access numbers only.

External numbers

These are the external access numbers associated with the scenario. Select the desired number from the drop-down list. If the number is already assigned to another scenario or to an extension number, the drop down list will provide this information. Once assigned, a number cannot be associated with any other scenarios.

Note that the system allows you to define more than one access number within the same scenario entry point. This may be useful, for example, if you intend to provide your customers with a choice of numbers depending on where they call from, while otherwise applying exactly the same processing logic to all such calls.

Requested skills

Requested skills are the auxiliary skills and language skills that the agents must possess in order to handle calls arriving via this scenario entry. By defining such skills externally, you can use the same scenario in multiple scenario entries that differ only in auxiliary or language skills. For example, for your technical support service, you can have separate numbers for Product A support and Product B support, where Product A and B are defined as two different auxiliary skills defined for two different scenario entries associated with the same scenario. Note that requested skills should also be defined in the Find Agent scenario block.

Mute IVR toward agent when conferenced

Select this checkbox if you do not wish the agent to hear IVR prompts when on a conference call with a customer and an IVR. This setting can be used if a conferenced IVR contains prompts confirming sensitive data (e.g., credit card information) received from the customer.

Mute DTMF toward agent when conferenced

Select this checkbox if you do not wish the agent to hear the dual tone multi frequency (DTMF) touchtones when the agent is on a conference call. This setting can be used if a conferenced IVR expects the customer to enter sensitive data (e.g., credit card information) using the DTMF keys of their phones.

Queuing priority

Queuing priority refers to the queuing priority of interactions arriving through the scenario entry. Priority determines how fast these interactions will move through the queue relative to interactions arriving through other scenario entries when they compete for the same agents.

The possible value range for priority is from 0.01 to 100. The recommend value range is from 0.1 to 10. Decimals are permitted.

Note that the maximum recommended priority value is 10. If priority is set too high, then the system can wait for the next available agent and will not offer callback if the Virtual Queue option is enabled.

Note that queuing priority set by the Set Priority scenario block overrides the priority that may be preconfigured at the scenario entry level.

Consider the following examples:

For more information and examples of how priority works, see section Set Priority of the Scenario Builder Reference Guide.

Visible to agents

Visible to agents provides indication of whether this scenario entry shall appear in the Agent Desktop directory. Select the checkbox if you want your agents to be able to make blind transfers to service queues via this scenario entry.

Directory folder

Directory folder is the folder of the Agent Desktop directory where this scenario entry will appear if enabled by the previous option. You can select an existing folder or define a new one.

Scenario parameters

Bright Pattern Contact Center scenario language has a number of variables that can be set to different values depending on the scenario entry where this scenario is used. If such variables are present in the scenario selected for this entry, they will appear under this option and can be set to the values specific to the given scenario entry. Use of such externally defined variables enables you to have fewer scenarios because they can be re-used for various scenario entries. For more information, see the description of variable $(app.custom.XXX) and voice segment type Voice, from parameter in the Scenario Builder Reference Guide.




Dial-in

The logic of processing a phone call is initially determined by the phone number to which this call is delivered. Call arrival activates a scenario associated with that number. The scenario controls all further steps of call qualification and distribution until the moment when the call is answered by an agent (or sometimes self-serviced). The logical entity that describes the association between a phone number and a call-processing scenario is called a dial-in scenario entry.

To set up and manage such associations, select the Dial-in option from the Scenario Entries menu.


Scenario Entries > Dial-in


Dial-in Scenario Entries Screen Properties

The Dial-in Scenario Entries screen properties are described as follows.

Name

Name is the name of the dial-in scenario entry. This field is mandatory and must be unique within the contact center.

Scenario

Scenario is the Voice scenario that will process calls arriving at the phone numbers defined in this dial-in scenario entry (see below).

Service

Service refers to the service associated with the dial-in scenario entry. Such direct association between telephone number and a service can be used when your access numbers directly identify your services.

Even if you use one access number for many different services (i.e., use an interactive voice script within the associated scenario for service selection), you may still assign a default service directly to the access number in order to account for the calls abandoned before service selection and for the calls that bypass the service selection stage (e.g., someone is unable to use the keypad to enter service selection choice, or someone is confused about which option to choose).

Hours of Operation

Hours of operation (HOP) is a schedule that defines service hours for each day of the year.

Unless you create an entry point for a 24/7 operation, the scenario that you have specified in the Scenario property above must define processing of interaction arriving at this entry outside as well as within the specified hours of operation. That is, the scenario should normally begin with an If block that has the condition The current date and time is (or is not) in hours of operation. For more information, see the example provided in the Scenario Builder Reference Guide.

HOPs can also be specified at the service level.

Note the following:

Full chat code for local hosting

To create your own application with the full chat code, click the Download button. A zip file with the code of the out-of-the-box application will be downloaded to your computer. You can modify this code to match the look and feel of your company website, and implement additional application functionality using the Mobile/Web API.

Internal numbers

Internal numbers are the numbers associated with this scenario. Although service calls normally arrive at external access numbers, you can also set up an internal number to enable agents to transfer calls to this scenario entry. Once assigned, a number cannot be associated with any other scenarios.

Specification of an internal number for a dial-in scenario entry is optional. Note, however, that if you specify an entry without an internal number, it will not be displayed in the Dial-in Scenario Entries list. You will be able to see such an entry point in the list of external access numbers only.

External numbers

These are the external access numbers associated with the scenario. Select the desired number from the drop-down list. If the number is already assigned to another scenario or to an extension number, the drop down list will provide this information. Once assigned, a number cannot be associated with any other scenarios.

Note that the system allows you to define more than one access number within the same scenario entry point. This may be useful, for example, if you intend to provide your customers with a choice of numbers depending on where they call from, while otherwise applying exactly the same processing logic to all such calls.

Requested skills

Requested skills are the auxiliary skills and language skills that the agents must possess in order to handle calls arriving via this scenario entry. By defining such skills externally, you can use the same scenario in multiple scenario entries that differ only in auxiliary or language skills. For example, for your technical support service, you can have separate numbers for Product A support and Product B support, where Product A and B are defined as two different auxiliary skills defined for two different scenario entries associated with the same scenario. Note that requested skills should also be defined in the Find Agent scenario block.

Mute IVR toward agent when conferenced

Select this checkbox if you do not wish the agent to hear IVR prompts when on a conference call with a customer and an IVR. This setting can be used if a conferenced IVR contains prompts confirming sensitive data (e.g., credit card information) received from the customer.

Mute DTMF toward agent when conferenced

Select this checkbox if you do not wish the agent to hear the dual tone multi frequency (DTMF) touchtones when the agent is on a conference call. This setting can be used if a conferenced IVR expects the customer to enter sensitive data (e.g., credit card information) using the DTMF keys of their phones.

Queuing priority

Queuing priority refers to the queuing priority of interactions arriving through the scenario entry. Priority determines how fast these interactions will move through the queue relative to interactions arriving through other scenario entries when they compete for the same agents.

The possible value range for priority is from 0.01 to 100. The recommend value range is from 0.1 to 10. Decimals are permitted.

Note that the maximum recommended priority value is 10. If priority is set too high, then the system can wait for the next available agent and will not offer callback if the Virtual Queue option is enabled.

Note that queuing priority set by the Set Priority scenario block overrides the priority that may be preconfigured at the scenario entry level.

Consider the following examples:

For more information and examples of how priority works, see section Set Priority of the Scenario Builder Reference Guide.

Visible to agents

Visible to agents provides indication of whether this scenario entry shall appear in the Agent Desktop directory. Select the checkbox if you want your agents to be able to make blind transfers to service queues via this scenario entry.

Directory folder

Directory folder is the folder of the Agent Desktop directory where this scenario entry will appear if enabled by the previous option. You can select an existing folder or define a new one.

Scenario parameters

Bright Pattern Contact Center scenario language has a number of variables that can be set to different values depending on the scenario entry where this scenario is used. If such variables are present in the scenario selected for this entry, they will appear under this option and can be set to the values specific to the given scenario entry. Use of such externally defined variables enables you to have fewer scenarios because they can be re-used for various scenario entries. For more information, see the description of variable $(app.custom.XXX) and voice segment type Voice, from parameter in the Scenario Builder Reference Guide.




Dial-in

The logic of processing a phone call is initially determined by the phone number to which this call is delivered. Call arrival activates a scenario associated with that number. The scenario controls all further steps of call qualification and distribution until the moment when the call is answered by an agent (or sometimes self-serviced). The logical entity that describes the association between a phone number and a call-processing scenario is called a dial-in scenario entry.

To set up and manage such associations, select the Dial-in option from the Scenario Entries menu.


Scenario Entries > Dial-in


Dial-in Scenario Entries Screen Properties

The Dial-in Scenario Entries screen properties are described as follows.

Name

Name is the name of the dial-in scenario entry. This field is mandatory and must be unique within the contact center.

Scenario

Scenario is the Voice scenario that will process calls arriving at the phone numbers defined in this dial-in scenario entry (see below).

Service

Service refers to the service associated with the dial-in scenario entry. Such direct association between telephone number and a service can be used when your access numbers directly identify your services.

Even if you use one access number for many different services (i.e., use an interactive voice script within the associated scenario for service selection), you may still assign a default service directly to the access number in order to account for the calls abandoned before service selection and for the calls that bypass the service selection stage (e.g., someone is unable to use the keypad to enter service selection choice, or someone is confused about which option to choose).

Hours of Operation

Hours of operation (HOP) is a schedule that defines service hours for each day of the year.

Unless you create an entry point for a 24/7 operation, the scenario that you have specified in the Scenario property above must define processing of interaction arriving at this entry outside as well as within the specified hours of operation. That is, the scenario should normally begin with an If block that has the condition The current date and time is (or is not) in hours of operation. For more information, see the example provided in the Scenario Builder Reference Guide.

HOPs can also be specified at the service level.

Note the following:

Full chat code for local hosting

To create your own application with the full chat code, click the Download button. A zip file with the code of the out-of-the-box application will be downloaded to your computer. You can modify this code to match the look and feel of your company website, and implement additional application functionality using the Mobile/Web API.

Internal numbers

Internal numbers are the numbers associated with this scenario. Although service calls normally arrive at external access numbers, you can also set up an internal number to enable agents to transfer calls to this scenario entry. Once assigned, a number cannot be associated with any other scenarios.

Specification of an internal number for a dial-in scenario entry is optional. Note, however, that if you specify an entry without an internal number, it will not be displayed in the Dial-in Scenario Entries list. You will be able to see such an entry point in the list of external access numbers only.

External numbers

These are the external access numbers associated with the scenario. Select the desired number from the drop-down list. If the number is already assigned to another scenario or to an extension number, the drop down list will provide this information. Once assigned, a number cannot be associated with any other scenarios.

Note that the system allows you to define more than one access number within the same scenario entry point. This may be useful, for example, if you intend to provide your customers with a choice of numbers depending on where they call from, while otherwise applying exactly the same processing logic to all such calls.

Requested skills

Requested skills are the auxiliary skills and language skills that the agents must possess in order to handle calls arriving via this scenario entry. By defining such skills externally, you can use the same scenario in multiple scenario entries that differ only in auxiliary or language skills. For example, for your technical support service, you can have separate numbers for Product A support and Product B support, where Product A and B are defined as two different auxiliary skills defined for two different scenario entries associated with the same scenario. Note that requested skills should also be defined in the Find Agent scenario block.

Mute IVR toward agent when conferenced

Select this checkbox if you do not wish the agent to hear IVR prompts when on a conference call with a customer and an IVR. This setting can be used if a conferenced IVR contains prompts confirming sensitive data (e.g., credit card information) received from the customer.

Mute DTMF toward agent when conferenced

Select this checkbox if you do not wish the agent to hear the dual tone multi frequency (DTMF) touchtones when the agent is on a conference call. This setting can be used if a conferenced IVR expects the customer to enter sensitive data (e.g., credit card information) using the DTMF keys of their phones.

Queuing priority

Queuing priority refers to the queuing priority of interactions arriving through the scenario entry. Priority determines how fast these interactions will move through the queue relative to interactions arriving through other scenario entries when they compete for the same agents.

The possible value range for priority is from 0.01 to 100. The recommend value range is from 0.1 to 10. Decimals are permitted.

Note that the maximum recommended priority value is 10. If priority is set too high, then the system can wait for the next available agent and will not offer callback if the Virtual Queue option is enabled.

Note that queuing priority set by the Set Priority scenario block overrides the priority that may be preconfigured at the scenario entry level.

Consider the following examples:

For more information and examples of how priority works, see section Set Priority of the Scenario Builder Reference Guide.

Visible to agents

Visible to agents provides indication of whether this scenario entry shall appear in the Agent Desktop directory. Select the checkbox if you want your agents to be able to make blind transfers to service queues via this scenario entry.

Directory folder

Directory folder is the folder of the Agent Desktop directory where this scenario entry will appear if enabled by the previous option. You can select an existing folder or define a new one.

Scenario parameters

Bright Pattern Contact Center scenario language has a number of variables that can be set to different values depending on the scenario entry where this scenario is used. If such variables are present in the scenario selected for this entry, they will appear under this option and can be set to the values specific to the given scenario entry. Use of such externally defined variables enables you to have fewer scenarios because they can be re-used for various scenario entries. For more information, see the description of variable $(app.custom.XXX) and voice segment type Voice, from parameter in the Scenario Builder Reference Guide.




Dial-in

The logic of processing a phone call is initially determined by the phone number to which this call is delivered. Call arrival activates a scenario associated with that number. The scenario controls all further steps of call qualification and distribution until the moment when the call is answered by an agent (or sometimes self-serviced). The logical entity that describes the association between a phone number and a call-processing scenario is called a dial-in scenario entry.

To set up and manage such associations, select the Dial-in option from the Scenario Entries menu.


Scenario Entries > Dial-in


Dial-in Scenario Entries Screen Properties

The Dial-in Scenario Entries screen properties are described as follows.

Name

Name is the name of the dial-in scenario entry. This field is mandatory and must be unique within the contact center.

Scenario

Scenario is the Voice scenario that will process calls arriving at the phone numbers defined in this dial-in scenario entry (see below).

Service

Service refers to the service associated with the dial-in scenario entry. Such direct association between telephone number and a service can be used when your access numbers directly identify your services.

Even if you use one access number for many different services (i.e., use an interactive voice script within the associated scenario for service selection), you may still assign a default service directly to the access number in order to account for the calls abandoned before service selection and for the calls that bypass the service selection stage (e.g., someone is unable to use the keypad to enter service selection choice, or someone is confused about which option to choose).

Hours of Operation

Hours of operation (HOP) is a schedule that defines service hours for each day of the year.

Unless you create an entry point for a 24/7 operation, the scenario that you have specified in the Scenario property above must define processing of interaction arriving at this entry outside as well as within the specified hours of operation. That is, the scenario should normally begin with an If block that has the condition The current date and time is (or is not) in hours of operation. For more information, see the example provided in the Scenario Builder Reference Guide.

HOPs can also be specified at the service level.

Note the following:

Full chat code for local hosting

To create your own application with the full chat code, click the Download button. A zip file with the code of the out-of-the-box application will be downloaded to your computer. You can modify this code to match the look and feel of your company website, and implement additional application functionality using the Mobile/Web API.

Internal numbers

Internal numbers are the numbers associated with this scenario. Although service calls normally arrive at external access numbers, you can also set up an internal number to enable agents to transfer calls to this scenario entry. Once assigned, a number cannot be associated with any other scenarios.

Specification of an internal number for a dial-in scenario entry is optional. Note, however, that if you specify an entry without an internal number, it will not be displayed in the Dial-in Scenario Entries list. You will be able to see such an entry point in the list of external access numbers only.

External numbers

These are the external access numbers associated with the scenario. Select the desired number from the drop-down list. If the number is already assigned to another scenario or to an extension number, the drop down list will provide this information. Once assigned, a number cannot be associated with any other scenarios.

Note that the system allows you to define more than one access number within the same scenario entry point. This may be useful, for example, if you intend to provide your customers with a choice of numbers depending on where they call from, while otherwise applying exactly the same processing logic to all such calls.

Requested skills

Requested skills are the auxiliary skills and language skills that the agents must possess in order to handle calls arriving via this scenario entry. By defining such skills externally, you can use the same scenario in multiple scenario entries that differ only in auxiliary or language skills. For example, for your technical support service, you can have separate numbers for Product A support and Product B support, where Product A and B are defined as two different auxiliary skills defined for two different scenario entries associated with the same scenario. Note that requested skills should also be defined in the Find Agent scenario block.

Mute IVR toward agent when conferenced

Select this checkbox if you do not wish the agent to hear IVR prompts when on a conference call with a customer and an IVR. This setting can be used if a conferenced IVR contains prompts confirming sensitive data (e.g., credit card information) received from the customer.

Mute DTMF toward agent when conferenced

Select this checkbox if you do not wish the agent to hear the dual tone multi frequency (DTMF) touchtones when the agent is on a conference call. This setting can be used if a conferenced IVR expects the customer to enter sensitive data (e.g., credit card information) using the DTMF keys of their phones.

Queuing priority

Queuing priority refers to the queuing priority of interactions arriving through the scenario entry. Priority determines how fast these interactions will move through the queue relative to interactions arriving through other scenario entries when they compete for the same agents.

The possible value range for priority is from 0.01 to 100. The recommend value range is from 0.1 to 10. Decimals are permitted.

Note that the maximum recommended priority value is 10. If priority is set too high, then the system can wait for the next available agent and will not offer callback if the Virtual Queue option is enabled.

Note that queuing priority set by the Set Priority scenario block overrides the priority that may be preconfigured at the scenario entry level.

Consider the following examples:

For more information and examples of how priority works, see section Set Priority of the Scenario Builder Reference Guide.

Visible to agents

Visible to agents provides indication of whether this scenario entry shall appear in the Agent Desktop directory. Select the checkbox if you want your agents to be able to make blind transfers to service queues via this scenario entry.

Directory folder

Directory folder is the folder of the Agent Desktop directory where this scenario entry will appear if enabled by the previous option. You can select an existing folder or define a new one.

Scenario parameters

Bright Pattern Contact Center scenario language has a number of variables that can be set to different values depending on the scenario entry where this scenario is used. If such variables are present in the scenario selected for this entry, they will appear under this option and can be set to the values specific to the given scenario entry. Use of such externally defined variables enables you to have fewer scenarios because they can be re-used for various scenario entries. For more information, see the description of variable $(app.custom.XXX) and voice segment type Voice, from parameter in the Scenario Builder Reference Guide.




Dial-in

The logic of processing a phone call is initially determined by the phone number to which this call is delivered. Call arrival activates a scenario associated with that number. The scenario controls all further steps of call qualification and distribution until the moment when the call is answered by an agent (or sometimes self-serviced). The logical entity that describes the association between a phone number and a call-processing scenario is called a dial-in scenario entry.

To set up and manage such associations, select the Dial-in option from the Scenario Entries menu.


Scenario Entries > Dial-in


Dial-in Scenario Entries Screen Properties

The Dial-in Scenario Entries screen properties are described as follows.

Name

Name is the name of the dial-in scenario entry. This field is mandatory and must be unique within the contact center.

Scenario

Scenario is the Voice scenario that will process calls arriving at the phone numbers defined in this dial-in scenario entry (see below).

Service

Service refers to the service associated with the dial-in scenario entry. Such direct association between telephone number and a service can be used when your access numbers directly identify your services.

Even if you use one access number for many different services (i.e., use an interactive voice script within the associated scenario for service selection), you may still assign a default service directly to the access number in order to account for the calls abandoned before service selection and for the calls that bypass the service selection stage (e.g., someone is unable to use the keypad to enter service selection choice, or someone is confused about which option to choose).

Hours of Operation

Hours of operation (HOP) is a schedule that defines service hours for each day of the year.

Unless you create an entry point for a 24/7 operation, the scenario that you have specified in the Scenario property above must define processing of interaction arriving at this entry outside as well as within the specified hours of operation. That is, the scenario should normally begin with an If block that has the condition The current date and time is (or is not) in hours of operation. For more information, see the example provided in the Scenario Builder Reference Guide.

HOPs can also be specified at the service level.

Note the following:

Full chat code for local hosting

To create your own application with the full chat code, click the Download button. A zip file with the code of the out-of-the-box application will be downloaded to your computer. You can modify this code to match the look and feel of your company website, and implement additional application functionality using the Mobile/Web API.

Internal numbers

Internal numbers are the numbers associated with this scenario. Although service calls normally arrive at external access numbers, you can also set up an internal number to enable agents to transfer calls to this scenario entry. Once assigned, a number cannot be associated with any other scenarios.

Specification of an internal number for a dial-in scenario entry is optional. Note, however, that if you specify an entry without an internal number, it will not be displayed in the Dial-in Scenario Entries list. You will be able to see such an entry point in the list of external access numbers only.

External numbers

These are the external access numbers associated with the scenario. Select the desired number from the drop-down list. If the number is already assigned to another scenario or to an extension number, the drop down list will provide this information. Once assigned, a number cannot be associated with any other scenarios.

Note that the system allows you to define more than one access number within the same scenario entry point. This may be useful, for example, if you intend to provide your customers with a choice of numbers depending on where they call from, while otherwise applying exactly the same processing logic to all such calls.

Requested skills

Requested skills are the auxiliary skills and language skills that the agents must possess in order to handle calls arriving via this scenario entry. By defining such skills externally, you can use the same scenario in multiple scenario entries that differ only in auxiliary or language skills. For example, for your technical support service, you can have separate numbers for Product A support and Product B support, where Product A and B are defined as two different auxiliary skills defined for two different scenario entries associated with the same scenario. Note that requested skills should also be defined in the Find Agent scenario block.

Mute IVR toward agent when conferenced

Select this checkbox if you do not wish the agent to hear IVR prompts when on a conference call with a customer and an IVR. This setting can be used if a conferenced IVR contains prompts confirming sensitive data (e.g., credit card information) received from the customer.

Mute DTMF toward agent when conferenced

Select this checkbox if you do not wish the agent to hear the dual tone multi frequency (DTMF) touchtones when the agent is on a conference call. This setting can be used if a conferenced IVR expects the customer to enter sensitive data (e.g., credit card information) using the DTMF keys of their phones.

Queuing priority

Queuing priority refers to the queuing priority of interactions arriving through the scenario entry. Priority determines how fast these interactions will move through the queue relative to interactions arriving through other scenario entries when they compete for the same agents.

The possible value range for priority is from 0.01 to 100. The recommend value range is from 0.1 to 10. Decimals are permitted.

Note that the maximum recommended priority value is 10. If priority is set too high, then the system can wait for the next available agent and will not offer callback if the Virtual Queue option is enabled.

Note that queuing priority set by the Set Priority scenario block overrides the priority that may be preconfigured at the scenario entry level.

Consider the following examples:

For more information and examples of how priority works, see section Set Priority of the Scenario Builder Reference Guide.

Visible to agents

Visible to agents provides indication of whether this scenario entry shall appear in the Agent Desktop directory. Select the checkbox if you want your agents to be able to make blind transfers to service queues via this scenario entry.

Directory folder

Directory folder is the folder of the Agent Desktop directory where this scenario entry will appear if enabled by the previous option. You can select an existing folder or define a new one.

Scenario parameters

Bright Pattern Contact Center scenario language has a number of variables that can be set to different values depending on the scenario entry where this scenario is used. If such variables are present in the scenario selected for this entry, they will appear under this option and can be set to the values specific to the given scenario entry. Use of such externally defined variables enables you to have fewer scenarios because they can be re-used for various scenario entries. For more information, see the description of variable $(app.custom.XXX) and voice segment type Voice, from parameter in the Scenario Builder Reference Guide.




Dial-in

The logic of processing a phone call is initially determined by the phone number to which this call is delivered. Call arrival activates a scenario associated with that number. The scenario controls all further steps of call qualification and distribution until the moment when the call is answered by an agent (or sometimes self-serviced). The logical entity that describes the association between a phone number and a call-processing scenario is called a dial-in scenario entry.

To set up and manage such associations, select the Dial-in option from the Scenario Entries menu.


Scenario Entries > Dial-in


Dial-in Scenario Entries Screen Properties

The Dial-in Scenario Entries screen properties are described as follows.

Name

Name is the name of the dial-in scenario entry. This field is mandatory and must be unique within the contact center.

Scenario

Scenario is the Voice scenario that will process calls arriving at the phone numbers defined in this dial-in scenario entry (see below).

Service

Service refers to the service associated with the dial-in scenario entry. Such direct association between telephone number and a service can be used when your access numbers directly identify your services.

Even if you use one access number for many different services (i.e., use an interactive voice script within the associated scenario for service selection), you may still assign a default service directly to the access number in order to account for the calls abandoned before service selection and for the calls that bypass the service selection stage (e.g., someone is unable to use the keypad to enter service selection choice, or someone is confused about which option to choose).

Hours of Operation

Hours of operation (HOP) is a schedule that defines service hours for each day of the year.

Unless you create an entry point for a 24/7 operation, the scenario that you have specified in the Scenario property above must define processing of interaction arriving at this entry outside as well as within the specified hours of operation. That is, the scenario should normally begin with an If block that has the condition The current date and time is (or is not) in hours of operation. For more information, see the example provided in the Scenario Builder Reference Guide.

HOPs can also be specified at the service level.

Note the following:

Full chat code for local hosting

To create your own application with the full chat code, click the Download button. A zip file with the code of the out-of-the-box application will be downloaded to your computer. You can modify this code to match the look and feel of your company website, and implement additional application functionality using the Mobile/Web API.

Internal numbers

Internal numbers are the numbers associated with this scenario. Although service calls normally arrive at external access numbers, you can also set up an internal number to enable agents to transfer calls to this scenario entry. Once assigned, a number cannot be associated with any other scenarios.

Specification of an internal number for a dial-in scenario entry is optional. Note, however, that if you specify an entry without an internal number, it will not be displayed in the Dial-in Scenario Entries list. You will be able to see such an entry point in the list of external access numbers only.

External numbers

These are the external access numbers associated with the scenario. Select the desired number from the drop-down list. If the number is already assigned to another scenario or to an extension number, the drop down list will provide this information. Once assigned, a number cannot be associated with any other scenarios.

Note that the system allows you to define more than one access number within the same scenario entry point. This may be useful, for example, if you intend to provide your customers with a choice of numbers depending on where they call from, while otherwise applying exactly the same processing logic to all such calls.

Requested skills

Requested skills are the auxiliary skills and language skills that the agents must possess in order to handle calls arriving via this scenario entry. By defining such skills externally, you can use the same scenario in multiple scenario entries that differ only in auxiliary or language skills. For example, for your technical support service, you can have separate numbers for Product A support and Product B support, where Product A and B are defined as two different auxiliary skills defined for two different scenario entries associated with the same scenario. Note that requested skills should also be defined in the Find Agent scenario block.

Mute IVR toward agent when conferenced

Select this checkbox if you do not wish the agent to hear IVR prompts when on a conference call with a customer and an IVR. This setting can be used if a conferenced IVR contains prompts confirming sensitive data (e.g., credit card information) received from the customer.

Mute DTMF toward agent when conferenced

Select this checkbox if you do not wish the agent to hear the dual tone multi frequency (DTMF) touchtones when the agent is on a conference call. This setting can be used if a conferenced IVR expects the customer to enter sensitive data (e.g., credit card information) using the DTMF keys of their phones.

Queuing priority

Queuing priority refers to the queuing priority of interactions arriving through the scenario entry. Priority determines how fast these interactions will move through the queue relative to interactions arriving through other scenario entries when they compete for the same agents.

The possible value range for priority is from 0.01 to 100. The recommend value range is from 0.1 to 10. Decimals are permitted.

Note that the maximum recommended priority value is 10. If priority is set too high, then the system can wait for the next available agent and will not offer callback if the Virtual Queue option is enabled.

Note that queuing priority set by the Set Priority scenario block overrides the priority that may be preconfigured at the scenario entry level.

Consider the following examples:

For more information and examples of how priority works, see section Set Priority of the Scenario Builder Reference Guide.

Visible to agents

Visible to agents provides indication of whether this scenario entry shall appear in the Agent Desktop directory. Select the checkbox if you want your agents to be able to make blind transfers to service queues via this scenario entry.

Directory folder

Directory folder is the folder of the Agent Desktop directory where this scenario entry will appear if enabled by the previous option. You can select an existing folder or define a new one.

Scenario parameters

Bright Pattern Contact Center scenario language has a number of variables that can be set to different values depending on the scenario entry where this scenario is used. If such variables are present in the scenario selected for this entry, they will appear under this option and can be set to the values specific to the given scenario entry. Use of such externally defined variables enables you to have fewer scenarios because they can be re-used for various scenario entries. For more information, see the description of variable $(app.custom.XXX) and voice segment type Voice, from parameter in the Scenario Builder Reference Guide.




Dial-in

The logic of processing a phone call is initially determined by the phone number to which this call is delivered. Call arrival activates a scenario associated with that number. The scenario controls all further steps of call qualification and distribution until the moment when the call is answered by an agent (or sometimes self-serviced). The logical entity that describes the association between a phone number and a call-processing scenario is called a dial-in scenario entry.

To set up and manage such associations, select the Dial-in option from the Scenario Entries menu.


Scenario Entries > Dial-in


Dial-in Scenario Entries Screen Properties

The Dial-in Scenario Entries screen properties are described as follows.

Name

Name is the name of the dial-in scenario entry. This field is mandatory and must be unique within the contact center.

Scenario

Scenario is the Voice scenario that will process calls arriving at the phone numbers defined in this dial-in scenario entry (see below).

Service

Service refers to the service associated with the dial-in scenario entry. Such direct association between telephone number and a service can be used when your access numbers directly identify your services.

Even if you use one access number for many different services (i.e., use an interactive voice script within the associated scenario for service selection), you may still assign a default service directly to the access number in order to account for the calls abandoned before service selection and for the calls that bypass the service selection stage (e.g., someone is unable to use the keypad to enter service selection choice, or someone is confused about which option to choose).

Hours of Operation

Hours of operation (HOP) is a schedule that defines service hours for each day of the year.

Unless you create an entry point for a 24/7 operation, the scenario that you have specified in the Scenario property above must define processing of interaction arriving at this entry outside as well as within the specified hours of operation. That is, the scenario should normally begin with an If block that has the condition The current date and time is (or is not) in hours of operation. For more information, see the example provided in the Scenario Builder Reference Guide.

HOPs can also be specified at the service level.

Note the following:

Full chat code for local hosting

To create your own application with the full chat code, click the Download button. A zip file with the code of the out-of-the-box application will be downloaded to your computer. You can modify this code to match the look and feel of your company website, and implement additional application functionality using the Mobile/Web API.

Internal numbers

Internal numbers are the numbers associated with this scenario. Although service calls normally arrive at external access numbers, you can also set up an internal number to enable agents to transfer calls to this scenario entry. Once assigned, a number cannot be associated with any other scenarios.

Specification of an internal number for a dial-in scenario entry is optional. Note, however, that if you specify an entry without an internal number, it will not be displayed in the Dial-in Scenario Entries list. You will be able to see such an entry point in the list of external access numbers only.

External numbers

These are the external access numbers associated with the scenario. Select the desired number from the drop-down list. If the number is already assigned to another scenario or to an extension number, the drop down list will provide this information. Once assigned, a number cannot be associated with any other scenarios.

Note that the system allows you to define more than one access number within the same scenario entry point. This may be useful, for example, if you intend to provide your customers with a choice of numbers depending on where they call from, while otherwise applying exactly the same processing logic to all such calls.

Requested skills

Requested skills are the auxiliary skills and language skills that the agents must possess in order to handle calls arriving via this scenario entry. By defining such skills externally, you can use the same scenario in multiple scenario entries that differ only in auxiliary or language skills. For example, for your technical support service, you can have separate numbers for Product A support and Product B support, where Product A and B are defined as two different auxiliary skills defined for two different scenario entries associated with the same scenario. Note that requested skills should also be defined in the Find Agent scenario block.

Mute IVR toward agent when conferenced

Select this checkbox if you do not wish the agent to hear IVR prompts when on a conference call with a customer and an IVR. This setting can be used if a conferenced IVR contains prompts confirming sensitive data (e.g., credit card information) received from the customer.

Mute DTMF toward agent when conferenced

Select this checkbox if you do not wish the agent to hear the dual tone multi frequency (DTMF) touchtones when the agent is on a conference call. This setting can be used if a conferenced IVR expects the customer to enter sensitive data (e.g., credit card information) using the DTMF keys of their phones.

Queuing priority

Queuing priority refers to the queuing priority of interactions arriving through the scenario entry. Priority determines how fast these interactions will move through the queue relative to interactions arriving through other scenario entries when they compete for the same agents.

The possible value range for priority is from 0.01 to 100. The recommend value range is from 0.1 to 10. Decimals are permitted.

Note that the maximum recommended priority value is 10. If priority is set too high, then the system can wait for the next available agent and will not offer callback if the Virtual Queue option is enabled.

Note that queuing priority set by the Set Priority scenario block overrides the priority that may be preconfigured at the scenario entry level.

Consider the following examples:

For more information and examples of how priority works, see section Set Priority of the Scenario Builder Reference Guide.

Visible to agents

Visible to agents provides indication of whether this scenario entry shall appear in the Agent Desktop directory. Select the checkbox if you want your agents to be able to make blind transfers to service queues via this scenario entry.

Directory folder

Directory folder is the folder of the Agent Desktop directory where this scenario entry will appear if enabled by the previous option. You can select an existing folder or define a new one.

Scenario parameters

Bright Pattern Contact Center scenario language has a number of variables that can be set to different values depending on the scenario entry where this scenario is used. If such variables are present in the scenario selected for this entry, they will appear under this option and can be set to the values specific to the given scenario entry. Use of such externally defined variables enables you to have fewer scenarios because they can be re-used for various scenario entries. For more information, see the description of variable $(app.custom.XXX) and voice segment type Voice, from parameter in the Scenario Builder Reference Guide.




Dial-in

The logic of processing a phone call is initially determined by the phone number to which this call is delivered. Call arrival activates a scenario associated with that number. The scenario controls all further steps of call qualification and distribution until the moment when the call is answered by an agent (or sometimes self-serviced). The logical entity that describes the association between a phone number and a call-processing scenario is called a dial-in scenario entry.

To set up and manage such associations, select the Dial-in option from the Scenario Entries menu.


Scenario Entries > Dial-in


Dial-in Scenario Entries Screen Properties

The Dial-in Scenario Entries screen properties are described as follows.

Name

Name is the name of the dial-in scenario entry. This field is mandatory and must be unique within the contact center.

Scenario

Scenario is the Voice scenario that will process calls arriving at the phone numbers defined in this dial-in scenario entry (see below).

Service

Service refers to the service associated with the dial-in scenario entry. Such direct association between telephone number and a service can be used when your access numbers directly identify your services.

Even if you use one access number for many different services (i.e., use an interactive voice script within the associated scenario for service selection), you may still assign a default service directly to the access number in order to account for the calls abandoned before service selection and for the calls that bypass the service selection stage (e.g., someone is unable to use the keypad to enter service selection choice, or someone is confused about which option to choose).

Hours of Operation

Hours of operation (HOP) is a schedule that defines service hours for each day of the year.

Unless you create an entry point for a 24/7 operation, the scenario that you have specified in the Scenario property above must define processing of interaction arriving at this entry outside as well as within the specified hours of operation. That is, the scenario should normally begin with an If block that has the condition The current date and time is (or is not) in hours of operation. For more information, see the example provided in the Scenario Builder Reference Guide.

HOPs can also be specified at the service level.

Note the following:

Full chat code for local hosting

To create your own application with the full chat code, click the Download button. A zip file with the code of the out-of-the-box application will be downloaded to your computer. You can modify this code to match the look and feel of your company website, and implement additional application functionality using the Mobile/Web API.

Internal numbers

Internal numbers are the numbers associated with this scenario. Although service calls normally arrive at external access numbers, you can also set up an internal number to enable agents to transfer calls to this scenario entry. Once assigned, a number cannot be associated with any other scenarios.

Specification of an internal number for a dial-in scenario entry is optional. Note, however, that if you specify an entry without an internal number, it will not be displayed in the Dial-in Scenario Entries list. You will be able to see such an entry point in the list of external access numbers only.

External numbers

These are the external access numbers associated with the scenario. Select the desired number from the drop-down list. If the number is already assigned to another scenario or to an extension number, the drop down list will provide this information. Once assigned, a number cannot be associated with any other scenarios.

Note that the system allows you to define more than one access number within the same scenario entry point. This may be useful, for example, if you intend to provide your customers with a choice of numbers depending on where they call from, while otherwise applying exactly the same processing logic to all such calls.

Requested skills

Requested skills are the auxiliary skills and language skills that the agents must possess in order to handle calls arriving via this scenario entry. By defining such skills externally, you can use the same scenario in multiple scenario entries that differ only in auxiliary or language skills. For example, for your technical support service, you can have separate numbers for Product A support and Product B support, where Product A and B are defined as two different auxiliary skills defined for two different scenario entries associated with the same scenario. Note that requested skills should also be defined in the Find Agent scenario block.

Mute IVR toward agent when conferenced

Select this checkbox if you do not wish the agent to hear IVR prompts when on a conference call with a customer and an IVR. This setting can be used if a conferenced IVR contains prompts confirming sensitive data (e.g., credit card information) received from the customer.

Mute DTMF toward agent when conferenced

Select this checkbox if you do not wish the agent to hear the dual tone multi frequency (DTMF) touchtones when the agent is on a conference call. This setting can be used if a conferenced IVR expects the customer to enter sensitive data (e.g., credit card information) using the DTMF keys of their phones.

Queuing priority

Queuing priority refers to the queuing priority of interactions arriving through the scenario entry. Priority determines how fast these interactions will move through the queue relative to interactions arriving through other scenario entries when they compete for the same agents.

The possible value range for priority is from 0.01 to 100. The recommend value range is from 0.1 to 10. Decimals are permitted.

Note that the maximum recommended priority value is 10. If priority is set too high, then the system can wait for the next available agent and will not offer callback if the Virtual Queue option is enabled.

Note that queuing priority set by the Set Priority scenario block overrides the priority that may be preconfigured at the scenario entry level.

Consider the following examples:

For more information and examples of how priority works, see section Set Priority of the Scenario Builder Reference Guide.

Visible to agents

Visible to agents provides indication of whether this scenario entry shall appear in the Agent Desktop directory. Select the checkbox if you want your agents to be able to make blind transfers to service queues via this scenario entry.

Directory folder

Directory folder is the folder of the Agent Desktop directory where this scenario entry will appear if enabled by the previous option. You can select an existing folder or define a new one.

Scenario parameters

Bright Pattern Contact Center scenario language has a number of variables that can be set to different values depending on the scenario entry where this scenario is used. If such variables are present in the scenario selected for this entry, they will appear under this option and can be set to the values specific to the given scenario entry. Use of such externally defined variables enables you to have fewer scenarios because they can be re-used for various scenario entries. For more information, see the description of variable $(app.custom.XXX) and voice segment type Voice, from parameter in the Scenario Builder Reference Guide.




Dial-in

The logic of processing a phone call is initially determined by the phone number to which this call is delivered. Call arrival activates a scenario associated with that number. The scenario controls all further steps of call qualification and distribution until the moment when the call is answered by an agent (or sometimes self-serviced). The logical entity that describes the association between a phone number and a call-processing scenario is called a dial-in scenario entry.

To set up and manage such associations, select the Dial-in option from the Scenario Entries menu.


Scenario Entries > Dial-in


Dial-in Scenario Entries Screen Properties

The Dial-in Scenario Entries screen properties are described as follows.

Name

Name is the name of the dial-in scenario entry. This field is mandatory and must be unique within the contact center.

Scenario

Scenario is the Voice scenario that will process calls arriving at the phone numbers defined in this dial-in scenario entry (see below).

Service

Service refers to the service associated with the dial-in scenario entry. Such direct association between telephone number and a service can be used when your access numbers directly identify your services.

Even if you use one access number for many different services (i.e., use an interactive voice script within the associated scenario for service selection), you may still assign a default service directly to the access number in order to account for the calls abandoned before service selection and for the calls that bypass the service selection stage (e.g., someone is unable to use the keypad to enter service selection choice, or someone is confused about which option to choose).

Hours of Operation

Hours of operation (HOP) is a schedule that defines service hours for each day of the year.

Unless you create an entry point for a 24/7 operation, the scenario that you have specified in the Scenario property above must define processing of interaction arriving at this entry outside as well as within the specified hours of operation. That is, the scenario should normally begin with an If block that has the condition The current date and time is (or is not) in hours of operation. For more information, see the example provided in the Scenario Builder Reference Guide.

HOPs can also be specified at the service level.

Note the following:

Full chat code for local hosting

To create your own application with the full chat code, click the Download button. A zip file with the code of the out-of-the-box application will be downloaded to your computer. You can modify this code to match the look and feel of your company website, and implement additional application functionality using the Mobile/Web API.

Internal numbers

Internal numbers are the numbers associated with this scenario. Although service calls normally arrive at external access numbers, you can also set up an internal number to enable agents to transfer calls to this scenario entry. Once assigned, a number cannot be associated with any other scenarios.

Specification of an internal number for a dial-in scenario entry is optional. Note, however, that if you specify an entry without an internal number, it will not be displayed in the Dial-in Scenario Entries list. You will be able to see such an entry point in the list of external access numbers only.

External numbers

These are the external access numbers associated with the scenario. Select the desired number from the drop-down list. If the number is already assigned to another scenario or to an extension number, the drop down list will provide this information. Once assigned, a number cannot be associated with any other scenarios.

Note that the system allows you to define more than one access number within the same scenario entry point. This may be useful, for example, if you intend to provide your customers with a choice of numbers depending on where they call from, while otherwise applying exactly the same processing logic to all such calls.

Requested skills

Requested skills are the auxiliary skills and language skills that the agents must possess in order to handle calls arriving via this scenario entry. By defining such skills externally, you can use the same scenario in multiple scenario entries that differ only in auxiliary or language skills. For example, for your technical support service, you can have separate numbers for Product A support and Product B support, where Product A and B are defined as two different auxiliary skills defined for two different scenario entries associated with the same scenario. Note that requested skills should also be defined in the Find Agent scenario block.

Mute IVR toward agent when conferenced

Select this checkbox if you do not wish the agent to hear IVR prompts when on a conference call with a customer and an IVR. This setting can be used if a conferenced IVR contains prompts confirming sensitive data (e.g., credit card information) received from the customer.

Mute DTMF toward agent when conferenced

Select this checkbox if you do not wish the agent to hear the dual tone multi frequency (DTMF) touchtones when the agent is on a conference call. This setting can be used if a conferenced IVR expects the customer to enter sensitive data (e.g., credit card information) using the DTMF keys of their phones.

Queuing priority

Queuing priority refers to the queuing priority of interactions arriving through the scenario entry. Priority determines how fast these interactions will move through the queue relative to interactions arriving through other scenario entries when they compete for the same agents.

The possible value range for priority is from 0.01 to 100. The recommend value range is from 0.1 to 10. Decimals are permitted.

Note that the maximum recommended priority value is 10. If priority is set too high, then the system can wait for the next available agent and will not offer callback if the Virtual Queue option is enabled.

Note that queuing priority set by the Set Priority scenario block overrides the priority that may be preconfigured at the scenario entry level.

Consider the following examples:

For more information and examples of how priority works, see section Set Priority of the Scenario Builder Reference Guide.

Visible to agents

Visible to agents provides indication of whether this scenario entry shall appear in the Agent Desktop directory. Select the checkbox if you want your agents to be able to make blind transfers to service queues via this scenario entry.

Directory folder

Directory folder is the folder of the Agent Desktop directory where this scenario entry will appear if enabled by the previous option. You can select an existing folder or define a new one.

Scenario parameters

Bright Pattern Contact Center scenario language has a number of variables that can be set to different values depending on the scenario entry where this scenario is used. If such variables are present in the scenario selected for this entry, they will appear under this option and can be set to the values specific to the given scenario entry. Use of such externally defined variables enables you to have fewer scenarios because they can be re-used for various scenario entries. For more information, see the description of variable $(app.custom.XXX) and voice segment type Voice, from parameter in the Scenario Builder Reference Guide.




Dial-in

The logic of processing a phone call is initially determined by the phone number to which this call is delivered. Call arrival activates a scenario associated with that number. The scenario controls all further steps of call qualification and distribution until the moment when the call is answered by an agent (or sometimes self-serviced). The logical entity that describes the association between a phone number and a call-processing scenario is called a dial-in scenario entry.

To set up and manage such associations, select the Dial-in option from the Scenario Entries menu.


Scenario Entries > Dial-in


Dial-in Scenario Entries Screen Properties

The Dial-in Scenario Entries screen properties are described as follows.

Name

Name is the name of the dial-in scenario entry. This field is mandatory and must be unique within the contact center.

Scenario

Scenario is the Voice scenario that will process calls arriving at the phone numbers defined in this dial-in scenario entry (see below).

Service

Service refers to the service associated with the dial-in scenario entry. Such direct association between telephone number and a service can be used when your access numbers directly identify your services.

Even if you use one access number for many different services (i.e., use an interactive voice script within the associated scenario for service selection), you may still assign a default service directly to the access number in order to account for the calls abandoned before service selection and for the calls that bypass the service selection stage (e.g., someone is unable to use the keypad to enter service selection choice, or someone is confused about which option to choose).

Hours of Operation

Hours of operation (HOP) is a schedule that defines service hours for each day of the year.

Unless you create an entry point for a 24/7 operation, the scenario that you have specified in the Scenario property above must define processing of interaction arriving at this entry outside as well as within the specified hours of operation. That is, the scenario should normally begin with an If block that has the condition The current date and time is (or is not) in hours of operation. For more information, see the example provided in the Scenario Builder Reference Guide.

HOPs can also be specified at the service level.

Note the following:

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Internal numbers

Internal numbers are the numbers associated with this scenario. Although service calls normally arrive at external access numbers, you can also set up an internal number to enable agents to transfer calls to this scenario entry. Once assigned, a number cannot be associated with any other scenarios.

Specification of an internal number for a dial-in scenario entry is optional. Note, however, that if you specify an entry without an internal number, it will not be displayed in the Dial-in Scenario Entries list. You will be able to see such an entry point in the list of external access numbers only.

External numbers

These are the external access numbers associated with the scenario. Select the desired number from the drop-down list. If the number is already assigned to another scenario or to an extension number, the drop down list will provide this information. Once assigned, a number cannot be associated with any other scenarios.

Note that the system allows you to define more than one access number within the same scenario entry point. This may be useful, for example, if you intend to provide your customers with a choice of numbers depending on where they call from, while otherwise applying exactly the same processing logic to all such calls.

Requested skills

Requested skills are the auxiliary skills and language skills that the agents must possess in order to handle calls arriving via this scenario entry. By defining such skills externally, you can use the same scenario in multiple scenario entries that differ only in auxiliary or language skills. For example, for your technical support service, you can have separate numbers for Product A support and Product B support, where Product A and B are defined as two different auxiliary skills defined for two different scenario entries associated with the same scenario. Note that requested skills should also be defined in the Find Agent scenario block.

Mute IVR toward agent when conferenced

Select this checkbox if you do not wish the agent to hear IVR prompts when on a conference call with a customer and an IVR. This setting can be used if a conferenced IVR contains prompts confirming sensitive data (e.g., credit card information) received from the customer.

Mute DTMF toward agent when conferenced

Select this checkbox if you do not wish the agent to hear the dual tone multi frequency (DTMF) touchtones when the agent is on a conference call. This setting can be used if a conferenced IVR expects the customer to enter sensitive data (e.g., credit card information) using the DTMF keys of their phones.

Queuing priority

Queuing priority refers to the queuing priority of interactions arriving through the scenario entry. Priority determines how fast these interactions will move through the queue relative to interactions arriving through other scenario entries when they compete for the same agents.

The possible value range for priority is from 0.01 to 100. The recommend value range is from 0.1 to 10. Decimals are permitted.

Note that the maximum recommended priority value is 10. If priority is set too high, then the system can wait for the next available agent and will not offer callback if the Virtual Queue option is enabled.

Note that queuing priority set by the Set Priority scenario block overrides the priority that may be preconfigured at the scenario entry level.

Consider the following examples:

For more information and examples of how priority works, see section Set Priority of the Scenario Builder Reference Guide.

Visible to agents

Visible to agents provides indication of whether this scenario entry shall appear in the Agent Desktop directory. Select the checkbox if you want your agents to be able to make blind transfers to service queues via this scenario entry.

Directory folder

Directory folder is the folder of the Agent Desktop directory where this scenario entry will appear if enabled by the previous option. You can select an existing folder or define a new one.

Scenario parameters

Bright Pattern Contact Center scenario language has a number of variables that can be set to different values depending on the scenario entry where this scenario is used. If such variables are present in the scenario selected for this entry, they will appear under this option and can be set to the values specific to the given scenario entry. Use of such externally defined variables enables you to have fewer scenarios because they can be re-used for various scenario entries. For more information, see the description of variable $(app.custom.XXX) and voice segment type Voice, from parameter in the Scenario Builder Reference Guide.





Hunt Groups

Hunt groups (HGs) are used to increase the probability of a live answer for both internal and external calls made to business functions within an organization (e.g., Accounting or Human Resources). A hunt group has its own extension number and a list of users whose extensions will be tried when that group number is called. The order in which group members are contacted is determined by the type of hunting (see below). Calls to a HG are treated as direct calls (i.e., unanswered calls are not queued but can be forwarded to a voicemail or another phone number). Note that group members can still be reached directly via their personal extension numbers.

In order to use the Hunt Group feature, it must be enabled; if HGs aren't enabled for your call center, contact your service provider.


Directory > Hunt Groups


Note: Incoming calls will simultaneously ring for all members of the HG or, if not answered, the hunt group call can be directed to the designated and configured voicemail of a specific member.


Hunt Groups Properties

Hunt Group >> Properties are described as follows.

Name

Name is the name of the hunt group. This field is mandatory.

Pilot Number

Pilot Number is assigned automatically when a hunt group is created. This number can be manually changed to any other unique and unused number, similarly to a user's phone extension. The number is unique within the tenant. This field is mandatory.

Type

Type is the ringing type of hunt group call. At this point, the only supported type is Simultaneous, whereby all members of the hunt group will be called simultaneously if a call comes in for the hunt group. It cannot be changed at this time.

Shown in Directory

Select this checkbox to show the HG in the Agent Desktop directory and enable the Directory Folder dropdown below. This is unchecked by default.

Directory folder

The directory folder the HG will be displayed in; click the add/edit link to configure a new folder or choose an existing folder from the dropdown. If the Shown in Directory option is unselected, this dropdown will be disabled.

External numbers

External numbers includes a list of voice Access Numbers associated with this HG. Clicking on the number allows administrators to both 'edit and delete', while selecting add allows you to associate the HG with an existing unassigned access number.


Hunt Groups Members

There are two types of members in a HG:

The Members tab allows administrators to assign or unassign users and hardphones to a hunt group. Hunt Group' >> Members are described as follows:

Type

Type is the type of HG member: User or phone

Name/Caller ID

This column shows the username for users; for hardphones, it shows the caller ID..

Extension

This is the extension number for the HG user or hardphone.

Team

This is the team name for the HG user.


Directory > Hunt Groups > Members


Manage members by selecting Assign Users or Assign Phones buttons below the table.


Hunt Groups Forwarding

Hunt Group >> Forwarding is described as follows:

Forward all calls for <Number>

This checkbox enables the administrator to forward all calls for the hunt group.

to

This field specifies the call forwarding destination number. This option is disabled if the previous checkbox is not selected.

Forward on no answer after

This specifies the call forwarding timeout length in seconds. It is optional.

Enable voicemail

This checkbox enables voicemail capabilities for the hunt group. If an incoming call is not answered by any group member within a specified timeout, it will be directed to the voicemail of a designated user, who may or may not be a member of the given HG. The designated user must have an email address configured in their contact info.

Sent to voicemail after

This specifies the number of seconds that will elapse before the system will send a call to voicemail if it is not answered. .

Use this greeting for voicemail

These three bullets select the message that plays to callers when calls to this hunt group are directed to voicemail. Hovering over these selections allows users to edit the link or upload a greeting.

Use voicemail box of

This dropdown is required if Enable Voicemail is checked and specifies which user with a configured email will receive the voicemail in their voicemail box if the HG does not answer a call and the call goes to voicemail. The dropdown list shows all of the users with configured email addresses.


Directory > Hunt Groups > Forwarding


Roles

The HG feature must be enabled at both the tenant and system administration level; though the privilege can be added to any role manually, it will be enabled for the default roles Service Administrator and System Administrator for all existing and new tenants. Note that the privilege will be available in the Roles section only if it has been enabled at the tenant level.


Extensions

Like an individual user’s extension, the internal number of a HG is used as an extension for the tenant's access number; users can associate and configure multiple access numbers with the hunt group, set the access number as a destination in the forwarding settings of individual extensions and other HGs, and use the access number as a destination in various voice scenarios, or through being directly dialed by another user within the same tenant.

Note that the HG access number can also be used within the override destination of the Connect Call block within voice scenario creation.


Incoming Calls

Calls made to the hunt group number are delivered simultaneously to all logged on members of the HG as if it were a direct call to their extensions before connecting to the first member who accepts the call. All alerts to the other members of the HG will stop once the call has been accepted.


Call Rejection

HG members who reject the call will not result in a Not Ready - No Answer state, though if a group call is rejected by all logged on members or is not answered before the configured No Answer timeout begins, then the call will be processed according to any configured forwarding or voicemail settings. The same is true if there are no logged on HG members to answer the call at all - the lack of available members will simply process according to the group settings, with forwarding taking precedence over voicemail if both options are configured for the HG in the BPCC.


Answer Attempts

Attempts to accept an incoming HG call after another HG member has answered will not affect the current state.


Multiple Incoming Calls

Multiple simultaneous calls to the same HG number are processed like multiple simultaneous calls to individual extensions, with simultaneous but separate alerts for both calls. Once the first call is answered by a HG member, the second call will continue to alert the other members of the hunt group, including the member who answered the first call. Rejecting or not answering the second simultaneous call processes according to the configured group settings listed above (i.e., forwarding first, if configured, then proceeding to voicemail, also if configured.)

Voicemail

Calls sent to voicemail are stored in the email inbox of the configured HG member chosen to receive the voicemail message; the email notification alerts the selected member if the message is personal or a HG-related voicemail. Note that HG voicemail is ignored if forwarding is enabled, even if the configured voicemail timeout is less than configured forwarding timeout.

Hunt Group voicemail uses tenant wide voicemail configuration.


Hardphones

Individual HG member hardphone redirect settings, voicemail settings, and forwarding settings are generally disregarded for group calls, though not in all cases; HG membership does not change how members receive or handle calls delivered specifically to them.



  1. REDIRECT 5.3:Contact-center-administrator-guide/ScenarioEntries/Dial-in

  1. REDIRECT 5.3:Contact-center-administrator-guide/Directory/Softphones