Contents
- Introduction
- General Information
- Contact Center Configuration Process
- Initial General Configuration
- Inbound Voice and Chat Service Configuration
- Outbound Campaign Configuration
- Email Service Configuration
- Users and Teams
- Overview
- Users
- Forwarding and Voicemail Operation
- Teams
- Agent Dashboard Metrics
- Roles
- Privileges
- Skill Levels
- Help Screens
- Directory
- Scenario Entries
- Scenarios
- Services and Campaigns
- Services and Campaigns Overview
- Properties Tab
- Assignments Tab
- Lists Tab
- Dispositions Tab
- Activity Tab
- Numbers Tab
- Service Level Tab
- Outbound Tab
- Results Tab
- Archive Tab
- Canned Tab
- Email Tab
- Pre-defined Dispositions
- Outbound - General
- Outbound - Calling Hours
- Outbound - Dial Rules
- Outbound - DNC
- Outbound - Diagnostics
- Activity Forms
- Lists
- Tasks
- Call Center Configuration
- General Settings
- Integration Accounts
- Knowledge Base
- Calendars
- Hours of Operation
- State Calling Hours
- Auxiliary Skills
- Audio Treatments
- Shared Voice Segments
- Voicemail
- Omni-Channel Routing
- Chat Settings
- Email Settings
- Quality Management
- Reporting
- Security
- Appendices
Voice
To create or edit voice scenarios, select the Voice option from the Scenarios menu.
You can use the right pane of the Scenarios > Voice view to manage associations of voice scenarios with access numbers (i.e., to create and edit dial-in scenario entries).
Screen Properties
The Voice screen properties are organized into two tabs: Scenario Entries and Associations. They are described as follows.
Scenario Entries tab
List of dial-in scenario entries
This is a list of the dial-in scenario entries where the selected scenario is used.
Note that if a scenario is associated with more than one number within the same entry, only one number will be displayed in the list. If both external and internal access numbers are associated with a scenario within the same entry, the internal number will be displayed. To see the full set of numbers associated with a selected scenario within the same entry, see the entry properties below the list.
Dial-in scenario entry properties
Dial-in scenario entry properties are the properties of the dial-in scenario entry selected in the List of dial-in scenario entries. For a description of these properties, see section Scenario Entries - Dial-in.
You can edit these properties or define a new entry for the selected scenario in this view.
Associations tab
List of associations
List of associations lists all contact resources that are referred to in this scenario, such as skills and services. This may be useful, for example, when you use the same scenarios in several separate environments (e.g., development, staging, and production).
Voice Scenario Templates
The following scenario examples (templates) are available to support the development of voice scenarios:
Auto-Attendant
This scenario fragment connects an incoming call to an extension number that the caller enters via IVR.
Campaign Return Calls
This scenario can be used to process inbound calls that customers make in response to missed campaign calls. The scenario offers an opt-out option to the callers.
Customer Survey
This scenario fragment prompts the customer to evaluate the call that just ended using the standard first call resolution, customer satisfaction, and net promoter score parameters.
External Agent Dial-in
This scenario is started when an agent logs into the system with option Dial-in and keep line open. The scenario collects the info necessary for user authentication and plays a confirmation message.
IVR Campaign
This scenario is started when a call attempt from an automatic (IVR) outbound campaign is answered. The scenario sets a disposition and plays a message to the called party.
Inbound Service
This scenario routes an inbound service call. The scenario checks call arrival time against service hours, offers service selection, routes calls to a qualified agent based on selected service parameters (skills), and performs a screen-pop.
Predictive Telemarketing Campaign
This scenario is started when a call attempt from a predictive outbound campaign is answered. In compliance with the U.S. telemarketing regulations, the scenario attempts to distribute the answered call to an agent within the compliance time (2 seconds). Calls that cannot be answered within the compliance time are routed to an interactive voice response (IVR) script that offers an opt-out option to the called party. Called parties who opt out are added to the internal DNC list.
Right Party Connect Campaign
This scenario is started when a call attempt from a Right Party Connect (RPC) predictive outbound campaign is answered. The scenario verifies whether the person who answers the call is the intended party, and if so, connects this call to an agent. Otherwise, the scenario verifies if the intended party is unavailable or this is a wrong number and sets the corresponding disposition.
Salesforce Integration Example
This scenario returns Salesforce data based on the case number that the caller provides via IVR and provides it as a screen pop to the selected agent.
Virtual Queue (Callback)
This scenario fragment implements the virtual queue function for an inbound/blended service.
Note that this template is designed to support callback numbers of the North American Dialing Plan (NDAP) only.
Voice Prompt Recording
This scenario facilitates over-the-phone recording of a voice message that is stored as a shared voice segment and can be used in other scenarios (e.g., in automatic outbound campaigns). For more information, see section Shared Voice Segments.
Voice Signature
Voice Signature is an example of an IVR script that the agent can conference into a customer call to facilitate collection of customer’s voice signature. For more information, see the description of property Enable voice signature flag in section Services and Campaigns - Properties Tab.