From Bright Pattern Documentation
Inbound Voice and Chat Service Configuration
This section outlines the recommended general order of configuring an inbound voice or chat service.
| Step | Action | Section of this Guide |
|---|---|---|
| 1 | Create an inbound voice or chat service and configure its general settings. | Services and Campaigns - Properties Tab |
| 2 | Assign agent teams to this service. Note that the service will be created with a default service skill that can be automatically assigned to all members of the associated agent teams. | Services and Campaigns - Assignments Tab |
| 3 | Create additional skills required for this service. | Auxiliary Skills |
| 4 | Assign the additional skills to agents of the assigned teams. | Skill Levels |
| 5 | Specify service level threshold for the service. | Services and Campaigns - Service Level Tab |
| 6 | 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. | Scenarios Overview |
| 7 | For voice, specify dial-out information for outbound consultation calls. | Dial-out Entries |
| 8 | For voice, set up periodic export of call recordings. | Services and Campaigns - Results Tab |
| 9 | For chat, specify the number of sessions that agents can handle simultaneously. | Omni-channel Routing |
| 10 | For voice, configure a caller ID for outbound SMS communications | Services and Campaigns - Numbers Tab |
| 11 | For chat, configure an SMS access number for inbound SMS communications. | Mobile/Web |
| 12 | Associate scenario with the access number (for voice) or web/mobile applications (for chat). | Scenario Entries |