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• 5.2

拡張

拡張フォームを使用すると、コンタクトセンターでは外部のデータベース（統合CRMやデータグループなど）からのコンタクト情報を表示およびマージさせることによって、選択したコンタクトの追加情報または背景情報が提供できます。拡張フォームはコンタクトセンター管理者アプリケーションで設定され、拡張フォームのフィールドはフォームビルダーアプリケーションで編集されます。

拡張フォーム設定

プロパティ

名前は プロパティ タブを使ってコンタクトフォームに割り当てられます。コンタクトフォームのプロパティは以下のとおりです。

Augmentation form properties

Name

Name is the name of the selected form.

Type

Type is the type of form. Note that for Augmentation forms, there is only one type (i.e., Augmentation).

Default form for this type

Select the checkbox for Default form for this type if this form is to be the default for all Augmentation forms.

Client Partitions

To assign the selected Augmentation form to a client partition, click the Client Partitions tab. This tab displays partitions to which the form is already assigned, and it allows you to change those assignments as well. Click edit to select partitions and assign them to the Augmentation form.

Client Partitions tab

Working with Augmentation Forms

To create or edit a form, select the Contact option from the root menu of Contact Center Administrator (Configuration > Forms > Augmentation). The left pane will list the existing forms. Note that forms configured for your contact center are listed in this application, but they are built and edited in the Form Builder application.

For more information about creating forms, see the Form Builder Reference Guide.

Use these buttons to add, edit, delete, import, and export forms

How to Add a Form

1. Click the Add new form (+) button.
2. In the Form Builder application that opens, customize the form by dragging controls onto the form canvas and editing their properties.

How to Edit a Form

1. Select a form in the list of forms that appears.
2. Click the Edit button.
3. In the Form Builder application that opens, customize the form by dragging controls onto the form canvas and editing their properties.

How to Delete a Form

1. In the list of forms that appears, select the form you wish to remove.
2. Click the Delete button (X).

How to Clone a Form

1. In the list of forms that appears, select the form you wish to duplicate.
2. Click the Clone form button.
3. The duplicated form will appear in the list with name "Clone of <Name of Original Form>".

How to Import a Form

1. Click the Import form button.
2. In the dialog that appears, enter the name and type of the form you wish to import, browse for the file, and click Upload.
3. The imported form will appear in the list.

How to Export a Form

1. In the list of forms that appears, select the form you wish to export.
2. Click the Export form button.
3. The form will be downloaded immediately.< 前へ | 次へ >