Contents
- Introduction
- Scenario Builder Application
- Scenario Blocks
- Accept
- Add to Calling List
- Answer
- Attached Data
- Collect Digits
- Comment
- 1 Connect Call
- 1.1 Conditional Exits
- 1.2 Prompts
- 1.3 Settings
- 1.3.1 Title text
- 1.3.2 Default Destination
- 1.3.3 Override Destination
- 1.3.4 Mark all calls connected by this block as overflow calls
- 1.3.5 Override calling party name with
- 1.3.6 No Answer Timeout
- 1.3.7 Auto-answer call in
- 1.3.8 Escape button for customer to hang up the agent
- 1.3.9 Monitoring Notifications
- 1.3.10 Notification Prompt
- 1.3.11 Custom hold music
- 1.3.12 Service announcement
- 1.3.13 number of plays
- 1.3.14 stop announcement button
- 1.3.15 Custom ringback
- 1.3.16 Repeated answer-side prompt
- 1.3.17 Confirm answer button
- 1.3.18 Drop connection if no answer in
- 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 Select Account
- Salesforce.com Update
- Save Survey Response
- Self-Service Provided
- Search Directory
- Send Message
- ServiceNow Create Object
- ServiceNow Screen Pop
- ServiceNow Search
- ServiceNow Select Account
- ServiceNow Update Object
- 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 Object
- Variables and Expressions
- Voice Segment Types
- Scenario Example
Connect Call
The Connect Call scenario 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.
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
The Connect Call block may take one of the following conditional exits: No Answer, Busy, Target Disconnected, or Transfer Failed.
No Answer
The destination phone rings but no one answers within the No Answer Timeout. This also includes other types of call failures (except for 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 target side and eventually normally terminated from target side. The current interaction step is completed and a new interaction step is created. This could be used for surveys when the agent hangs up first and survey flow starts from this conditional exit.
Transfer Failed
This is a failure branch for failed agent transfers.
Prompts
The Connect Call block can play any of the following prompts for the caller.
Custom Hold Music
Custom Hold Music is the prompt that 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
Notification Prompt is the optional prompt that 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
Service Announcement is 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
Custom ringback is the prompt that will be played back to the caller instead of a standard ring-back tone. 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
This prompt is 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
Title text is the name of the instance of the block. Enter a name in the text field and click the Update button at the bottom of the Edit pane. The new name of the block appears in the flowchart.
Default Destination
Default Destination is the default phone number to which the call connects if variable $(destination) is empty.
Override Destination
This is 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 this checkbox is selected, all calls connected via this block will be marked for reporting purposes as calls made to overflow destinations.
Override calling party name with
This setting enables you to override the configured Caller ID name in the outbound call.
No Answer Timeout
No Answer Timeout is the number of seconds that 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
This is the number of seconds that the scenario waits before the call is auto-answered. If you do not use auto-answer, leave this field empty.
This function will work for agents who use softphones. Support for this function in hardphones depends on a particular hardphone model.
Escape button for customer to hang up the agent
This escape button is the button that the caller can press to stop a conversation with this agent. Unlike when it is released, the scenario will continue and can further process the call.
Monitoring Notifications
This setting 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.
Notification Prompt
You can select a prompt that has already been created by your contact center administrator.
Selecting the Record Call checkbox will indicate to the scenario that the call will be recorded. The recording starts when the call is answered and stops when it is released.
Custom hold music
Select a prompt from the list or to create your own custom prompt.
Service announcement
Select a prompt from the list or to create your own custom announcement prompt.
number of plays
This represents the number of times that the Service Announcement prompt, if used, will be played to the agent.
stop announcement button
This button is the button that the agent can use to interrupt playback of the service announcement prompt.
Custom ringback
Select a prompt from the list or to create your own custom ringback prompt (i.e., what you will hear when you are called back).
Repeated answer-side prompt
Select a prompt from the list or to create your own custom prompt when connecting to an external destination.
Confirm answer button
The Confirm answer button is what the agents of remote contact centers will 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
This represents the number of minutes that the scenario will wait for the remote contact center to pick up the call before executing the No Answer conditional exit for this call. It starts from the moment that the remote agent answers.
