AppendicesThis section outlines the recommended general order of configuring an inbound voice or chat service.For inbound voice services with virtual queuing (callback option), see also Bright Pattern's [[virtual-queue-tutorial/Overview|Virtual Queue Tutorial]].The following steps suggest the order of actions that you should take when configuring an inbound voice or chat service for your contact center.Create an inbound voice or chat service, and configure its general settings. See section [[contact-center-administrator-guide/PropertiesTab|Services and Campaigns - Properties Tab]].Assign agent teams to this service. Note that the service will be created with a default service skill that can be assigned automatically to all members of the associated agent teams. See section [[contact-center-administrator-guide/AssignmentsTab|Services and Campaigns - Assignments Tab]].Additional skills are called [[contact-center-administrator-guide/AuxiliarySkills|auxiliary skills]]. Add any other required agent skills for this campaign. Assign auxiliary skills to agents as required [[contact-center-administrator-guide/SkillLevels|skill levels]].Set the service level threshold for the service. See section [[contact-center-administrator-guide/ServiceLevelTab|Services and Campaigns - Service Level Tab]].Create the interaction processing [[contact-center-administrator-guide/ScenariosOverview|scenario]] for this service. For voice, use text-to-speech to generate the voice messages and prompts, and once they are finalized, record them with a voice talent.For voice services, specify the [[contact-center-administrator-guide/Dial-outEntries|dial-out entries]] for outbound consultation calls.For voice services, set up periodic exports of call recordings. See section [[contact-center-administrator-guide/ResultsTab|Services and Campaigns - Results Tab]].For chat services, specify the number of sessions that agents can handle simultaneously. See section [[contact-center-administrator-guide/Omni-ChannelRouting|Omnichannel Routing]].For voice services, configure a caller ID for outbound SMS communications. See section [[contact-center-administrator-guide/NumbersTab|Services and Campaigns - Numbers Tab]].For chat services, configure an SMS access number for inbound SMS communications. See section [[contact-center-administrator-guide/Messaging|Messaging]].Associate a scenario with the access number (for voice) or web/mobile applications (for chat). See section [[contact-center-administrator-guide/ScenarioEntriesOverview|Scenario Entries]].
Create the interaction processing scenario for this service. For voice, use text-to-speech to generate the voice messages and prompts, and once they are finalized, record them with a voice talent.
Step 7: For voice, specify dial-out information
For voice services, specify the dial-out entries for outbound consultation calls.
Step 8: For voice, set up periodic call recording exports