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| − | + | = Inbound Voice and Chat Service Configuration= | |
This section outlines the recommended general order of configuring an inbound voice or chat service. | This section outlines the recommended general order of configuring an inbound voice or chat service. | ||
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For inbound voice services with virtual queuing (callback option), see also Bright Pattern's [[virtual-queue-tutorial/Overview|Virtual Queue Tutorial]]. | For inbound voice services with virtual queuing (callback option), see also Bright Pattern's [[virtual-queue-tutorial/Overview|Virtual Queue Tutorial]]. | ||
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The following steps suggest the order of actions that you should take when configuring an inbound voice or chat service for your contact center. | The following steps suggest the order of actions that you should take when configuring an inbound voice or chat service for your contact center. | ||
| − | == Step 1: Create and configure an inbound voice or chat service == | + | == Step 1: Create and configure an inbound voice or chat service == |
Create an inbound voice or chat service, and configure its general settings. See section [[contact-center-administrator-guide/PropertiesTab|Services and Campaigns - Properties Tab]]. | Create an inbound voice or chat service, and configure its general settings. See section [[contact-center-administrator-guide/PropertiesTab|Services and Campaigns - Properties Tab]]. | ||
| − | == Step 2: Assign teams to the service == | + | == Step 2: Assign teams to the service == |
Assign agent teams to this service. Note that the service will be created with a default service skill that can be assigned automatically to all members of the associated agent teams. See section [[contact-center-administrator-guide/AssignmentsTab|Services and Campaigns - Assignments 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]]. | ||
| − | == Step 3: Create additional skills required for this service == | + | == Step 3: Create additional skills required for this service == |
Additional skills are called [[contact-center-administrator-guide/AuxiliarySkills|auxiliary skills]]. Add any other required agent skills for this campaign. | Additional skills are called [[contact-center-administrator-guide/AuxiliarySkills|auxiliary skills]]. Add any other required agent skills for this campaign. | ||
| − | == Step 4: Assign the additional skills to agents of the assigned teams == | + | == Step 4: Assign the additional skills to agents of the assigned teams == |
Assign auxiliary skills to agents as required [[contact-center-administrator-guide/SkillLevels|skill levels]]. | Assign auxiliary skills to agents as required [[contact-center-administrator-guide/SkillLevels|skill levels]]. | ||
| − | == Step 5: Specify service level thresholds == | + | == Step 5: Specify service level thresholds == |
Set the service level threshold for the service. See section [[contact-center-administrator-guide/ServiceLevelTab|Services and Campaigns - Service Level Tab]]. | Set the service level threshold for the service. See section [[contact-center-administrator-guide/ServiceLevelTab|Services and Campaigns - Service Level Tab]]. | ||
| − | == Step 6: Create the scenario for the service == | + | == Step 6: Create the scenario for the service == |
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. | 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. | ||
| − | == Step 7: For voice, specify dial-out information == | + | == Step 7: For voice, specify dial-out information == |
For voice services, specify the [[contact-center-administrator-guide/Dial-outEntries|dial-out entries]] for outbound consultation calls. | For voice services, specify the [[contact-center-administrator-guide/Dial-outEntries|dial-out entries]] for outbound consultation calls. | ||
| − | == Step 8: For voice, set up periodic call recording exports == | + | == Step 8: For voice, set up periodic call recording exports == |
For voice services, set up periodic exports of call recordings. See section [[contact-center-administrator-guide/ResultsTab|Services and Campaigns - Results Tab]]. | For voice services, set up periodic exports of call recordings. See section [[contact-center-administrator-guide/ResultsTab|Services and Campaigns - Results Tab]]. | ||
| − | == Step 9: For chat, update omnichannel routing settings == | + | == Step 9: For chat, update omnichannel routing settings == |
For chat services, specify the number of sessions that agents can handle simultaneously. See section [[contact-center-administrator-guide/Omni-ChannelRouting|Omnichannel Routing]]. | For chat services, specify the number of sessions that agents can handle simultaneously. See section [[contact-center-administrator-guide/Omni-ChannelRouting|Omnichannel Routing]]. | ||
| − | == Step 10: For voice, configure caller ID == | + | == Step 10: For voice, configure caller ID == |
For voice services, configure a caller ID for outbound SMS communications. See section [[contact-center-administrator-guide/NumbersTab|Services and Campaigns - Numbers Tab]]. | For voice services, configure a caller ID for outbound SMS communications. See section [[contact-center-administrator-guide/NumbersTab|Services and Campaigns - Numbers Tab]]. | ||
| − | == Step 11: For chat, configure SMS access numbers == | + | == Step 11: For chat, configure SMS access numbers == |
For chat services, configure an SMS access number for inbound SMS communications. See section [[contact-center-administrator-guide/Messaging|Messaging]]. | For chat services, configure an SMS access number for inbound SMS communications. See section [[contact-center-administrator-guide/Messaging|Messaging]]. | ||
| − | == Step 12: Associate scenarios == | + | == Step 12: Associate scenarios == |
Associate a scenario with the access number (for voice) or web/mobile applications (for chat). See section [[contact-center-administrator-guide/ScenarioEntriesOverview|Scenario Entries]]. | Associate a scenario with the access number (for voice) or web/mobile applications (for chat). See section [[contact-center-administrator-guide/ScenarioEntriesOverview|Scenario Entries]]. | ||
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<center>[[contact-center-administrator-guide/InitialGeneralConfiguration|< Previous]] | [[contact-center-administrator-guide/OutboundCampaignConfiguration|Next >]]</center> | <center>[[contact-center-administrator-guide/InitialGeneralConfiguration|< Previous]] | [[contact-center-administrator-guide/OutboundCampaignConfiguration|Next >]]</center> | ||
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Latest revision as of 04:12, 29 May 2024
• 日本語
Inbound Voice and Chat Service Configuration
This section outlines the recommended general order of configuring an inbound voice or chat service.
For inbound voice services with virtual queuing (callback option), see also Bright Pattern's Virtual Queue Tutorial.
The following steps suggest the order of actions that you should take when configuring an inbound voice or chat service for your contact center.
Step 1: Create and configure an inbound voice or chat service
Create an inbound voice or chat service, and configure its general settings. See section Services and Campaigns - Properties Tab.
Step 2: Assign teams to the service
Assign agent teams to this service. Note that the service will be created with a default service skill that can be assigned automatically to all members of the associated agent teams. See section Services and Campaigns - Assignments Tab.
Step 3: Create additional skills required for this service
Additional skills are called auxiliary skills. Add any other required agent skills for this campaign.
Step 4: Assign the additional skills to agents of the assigned teams
Assign auxiliary skills to agents as required skill levels.
Step 5: Specify service level thresholds
Set the service level threshold for the service. See section Services and Campaigns - Service Level Tab.
Step 6: Create the scenario for the service
Create the interaction processing scenario for this service. For voice, use text-to-speech to generate the voice messages and prompts, and once they are finalized, record them with a voice talent.
Step 7: For voice, specify dial-out information
For voice services, specify the dial-out entries for outbound consultation calls.
Step 8: For voice, set up periodic call recording exports
For voice services, set up periodic exports of call recordings. See section Services and Campaigns - Results Tab.
Step 9: For chat, update omnichannel routing settings
For chat services, specify the number of sessions that agents can handle simultaneously. See section Omnichannel Routing.
Step 10: For voice, configure caller ID
For voice services, configure a caller ID for outbound SMS communications. See section Services and Campaigns - Numbers Tab.
Step 11: For chat, configure SMS access numbers
For chat services, configure an SMS access number for inbound SMS communications. See section Messaging.
Step 12: Associate scenarios
Associate a scenario with the access number (for voice) or web/mobile applications (for chat). See section Scenario Entries.