Contents
- Introduction
- Scenario Builder Application
- Scenario Blocks
- Accept
- Add to Calling List
- Answer
- Attached Data
- Collect Digits
- Comment
- 1 Connect Call
- Connect Chat
- DB Execute
- Exception Handler
- Exit
- Fetch URL
- Find Agent
- Get Next Record
- Get Statistics
- Get User Configuration
- Goto
- If
- Internal Message
- Log
- Menu
- Play Prompt
- Record
- Request Callback
- Request Input
- Request Skill or Service
- RightNow Create Object
- RightNow Screen Pop
- RightNow Search
- RightNow Select Account
- RightNow Update
- Salesforce.com Delete
- Salesforce.com Insert
- Salesforce.com Screenpop
- Salesforce.com Search
- Salesforce.com Update
- Save Survey Response
- Self-Service Provided
- Search Directory
- Send Message
- Set Agent State
- Set Disposition
- Set Priority
- Set Prompt Language
- Set Variable
- Start Another Scenario
- Stop Prompt
- Voicemail
- Wait
- Web Screen Pop
- Zendesk Create Object
- Zendesk Screen Pop
- Zendesk Search
- Zendesk Select Account
- Zendesk Update
- Variables and Expressions
- Voice Segment Types
- Scenario Example
Connect Call
This block connects a call to the destination specified in the $(destination) variable (typically, the extension of the agent found by the preceding Find Agent block). If the destination extension has an agent logged in, the system tracks the agent’s state according to the state of the call. The block handles call transfers and conferences internally and only ends when the remote party disconnects or the last agent on the call disconnects.
Note, that if a Find Agent block was executed prior to a Connect Call block, then the queue treatment started by that Find Agent block continues until the specified destination answers the call. If a Service Announcement prompt (whisper) is specified for a Connect Call block, the ring back tone or music on hold is played to the caller while the service announcement is played to destination party. The caller will not hear the announcement.
For external destinations, Caller IDs are set according to the configuration of the corresponding dial-out entries.
Conditional Exits
- No Answer - The destination phone rings but no one answers within the No Answer Timeout. This also includes other types of call failures except busy.
- Busy - The destination phone is busy (SIP 486) or the call is rejected by an agent.
- Target Disconnected - The call was answered by the destination party and eventually normally terminated from the destination side. This could be used, for example, for customer surveys when the agent disconnects first and a survey flow starts from this conditional exit.
- Transfer Failed – Failure branch for failed agent transfers.
Prompts
- Custom Hold Music - The prompt the scenario plays when the caller is on hold. The prompt is always played from the beginning. The prompt is optional; if present it will override the default Hold and queue music treatment set at the contact center level.
- Notification Prompt - The optional prompt the scenario plays when a supervisor begins monitoring. The prompt can be made audible to the agent and the remote party, according to block’s parameters and is a short ding by default.
- Service Announcement - The optional prompt the scenario plays to inform the agent to which service an incoming call pertains or to play a beep as notification.
- Custom ringback – The prompt that will be played back to the caller instead of a standard ring-back tone. Note that if the Keep playing hold music while ringing on agent option is selected in the preceding Find Agent block, the Custom ringback prompt will not be played even if specified. Instead the queue music will be played up to the moment of answer.
- Repeated answer-side prompt – Used for transfers of service calls to other call centers to announce the call information when the transferred call is answered by the remote agent, e.g., This a call is from [name], please press [confirm answer button] to connect. When the remote agent presses the confirm answer button, a call with the original calling party is established.
Settings
Title text - The name of the block instance.
Default Destination - The default phone number to which the call connects if variable $(destination) is empty.
Override Destination - The phone number to which the call connects. If this field has a value, the scenario ignores the destination variable. Use this field only if you want to override the destination variable.
Mark all calls connected by this block as overflow calls – if selected, all calls connected via this block will be marked for reporting purposes as calls made to overflow destinations
Override calling party name with - Enables you to override the configured Caller ID name in the outbound call.
No Answer Timeout - The number of seconds the scenario waits for a destination to answer the call before executing the No Answer conditional exit. The default is 10 seconds.
Auto-answer call in – The number of seconds the scenario waits before the call is auto-answered. If you do not use auto-answer, leave this filed empty. This function will works for agents who use softphones. Support of this function in hardphones depend on a particular hardphone model.
Escape button for customer to hang up the agent– The button that the caller can press to stop conversation with this agent. Unlike when it is released, the scenario will continue and can further process the call.
Monitoring Notifications - Determines whether the Notification Prompt will be played to either the agent or the caller (or both) when monitoring of this call is started. To advise the remote party about call monitoring, select the Notify Caller checkbox. To advise the agent, select the Notify Agent checkbox.
Record Call– Indicates to the scenario that the call shall be recorded. The recording starts when the call is answered and stops when it is released.
number of plays – The number of times the Service Announcement prompt, if used, will be played to the agent
stop announcement button – The button that the agent can use to interrupt playback of the service announcement prompt
Confirm answer button – The button that the agents of remote contact centers shall press to pick up service calls forwarded to them from your contact center after hearing the Repeated answer-side prompt.
Drop connection if no answer in – The number of minutes the scenario will wait for the remote contact center to pick up the call before executing the No Answer conditional exit for this call. Starts from the moment when the remote agent answers.