General Inbound Voice ScenarioThis section provides a simplified example of a typical scenario for processing inbound service calls.Imagine contact center operations of a security equipment company called All Safe. The contact center provides two services: one for product sales and the other for support. Both services are provided within typical business hours and are available in two languages, English and Spanish. The company’s contact center has one general service number and uses interactive voice response (IVR) technology for language and service selection before distributing calls to qualified agents.To support this operation, the following resources are configured in the system:
Services* An [[contact-center-administrator-guide/AuxiliarySkills|auxiliary skill group]]: '''Languages''' with skills '''English''' and '''Spanish'''* A [[contact-center-administrator-guide/Teams|team]] of [[contact-center-administrator-guide/Users|agents]] specializing in product sales and associated with the services '''Sales''' and '''General'''. All agents have the corresponding default service skills, all have the '''English''' skill, and some also have the '''Spanish''' skill.* A team of agents specializing in product support and associated with services '''Support''' and '''General'''. All agents have the corresponding default service skills, all have the '''English''' skill, and some also have the '''Spanish''' skill.
Hours of operation* An [[contact-center-administrator-guide/AccessNumbers|access number]] that customers will use to call the services.A simplified scenario for processing calls made to All Safe may look like this:# First, the call arrival time is checked against the contact center operational schedule. If the call arrives outside of the business hours, an announcement is played back, prompting the caller to call again during business hours. The call is then disconnected.# If the call arrives within business hours, a general greeting is played first.# The caller is prompted to select a language.# Based on the caller’s input, the corresponding language skill is set as one of the agent selection criteria, and the language of the subsequent voice prompts is set to match the caller’s preference. If the caller does not provide any input within a timeout, the English language is set for both the language skill and voice prompts.# The caller is prompted to select the service.# Based on the caller’s input, the corresponding service skill is set as one of the agent selection criteria. If the caller does not provide any input within a timeout, the '''General''' service skill is selected.# The call is then queued while the system looks for an available agent who has both selected skills.# As soon as such an agent becomes available, the system delivers the call to the agent extension. (If other calls are waiting for the same skill set, they are distributed to agents in the order of their arrival.)# If the selected agent does not answer, the call is returned to the service queue to wait for the next available agent with the matching skills.When translated into the Bright Pattern scenario language, the scenario description appears in the Scenario Builder application as shown.[[File:Scenario-guide-image3.png|thumb|600px|center]]Once the scenario is defined, a [[contact-center-administrator-guide/Dial-in|dial-in scenario entry]] will have to be created in the configuration in order to associate this scenario with the corresponding external access number.
All Safeという防犯設備会社のコンタクトセンターを例として挙げます。このコンタクトセンターは、製品販売用とサポート用の2つのサービスを提供します。どちらのサービスも一般的な営業時間内に提供され、英語とスペイン語の2つの言語で提供されます。同社のコンタクトセンターには1つの総合サービスの電話番号があり、資格のあるエージェントにコールを配信する前に、言語とサービスの選択に対話型音自動声応答(IVR)技術を使用しています。