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Properties Tab

General service settings are configured in the Properties tab. The settings are described as follows.

Name

Name is the service name. This field is mandatory and must be unique within the contact center.

Note that because service names are used as names for corresponding default service skills, they should not coincide with names of any auxiliary skills.

Type

Type is the type of service or campaign.

Inbound Voice is for inbound voice services.
Outbound Voice is for pure outbound campaigns.
Blended Voice is for when you expect to receive inbound calls that are logically part of your outbound campaign (i.e., when customers who missed your campaign call attempts call back using one of the campaign Caller IDs) and want those inbound calls to be handled by the same agents and in the same way.
Chat is for chat services.
Email is for email services.

If you expect to receive inbound calls that are logically part of your outbound campaign but want these calls to be handled by different agents, you will have to set up two services: an Outbound Voice service for the primary outbound campaign and a Blended Voice service for the inbound calls. Make sure the following conditions are met:

Both services have the same general outbound settings.
Both services are associated with the same internal DNC lists.
The inbound portion of the blended service has disposition Add to DNC.
The outbound portion of the blended service is permanently enabled.
The outbound portion of the blended service does not have any calling hours configured.

Note the following:

Service type Marketing is reserved for future use.
Chat and email services cannot change their types after it was specified at the time of service creation.
Outbound SMS functions are supported for voice services.
Inbound SMS functions are supported for chat services.
Definition of many service properties will depend on the selected service type.
Some types of services may have to be enabled by the service provider in order to become available to you.

Short name

Short name is the short service name. An optional field, short name is available for email services only and has a 12-character limit. If specified, this name will be displayed for emails associated with the given service in personal and team email queue views of the Agent Desktop. (Otherwise, nothing will be displayed due to limited space.)

Directory folder

For email services, this is the folder of the Agent Desktop directory where this service will appear. This directory will be shown to the agent when the agent selects an email transfer function. You can select an existing folder or create a new one.

Outbound email account

For email services, outbound email account is the email scenario entry that will be used for sending new outbound emails associated with this service. This parameter must be specified if this service will be used to send outbound emails unrelated to existing cases.

Hours of operation

Hours of operation (HOP) are the service hours. Choose select to use one of the pre-configured schedules, and select a schedule from the drop-down list. Note that you can edit the selected schedule by clicking customize.

Choose specify to define a schedule specifically for this service. See section Hours of Operation for information about creating a schedule. Once you have finished defining this new schedule, you can make it available for use in other services by clicking save this HOP as shared.

HOP can be defined for the scenario entry through which interactions access the service. To understand the relationship between these settings, see the description of property Hours of operation of the dial-in scenario entry.

Note also that this HOP setting only specifies when the service is open/closed. In order to complete the HOP configuration, you need to define the following additional elements in the interaction processing scenario associated with this service:

Checking whether interactions arrive within or outside the HOP. Use the If scenario block for this purpose with the following condition: "The current date and time" "is not" "scenario default hours of operation".
Specifying the action to be applied to interactions if the above condition is met (e.g., play an announcement and exit or offer voicemail).

Override schedule on selected days

You can override the above permanent service schedule temporarily by selecting the Override schedule on selected days checkbox and defining a temporary schedule for a specified period of time.

Enable voice signature flag

If the Enable voice signature flag checkbox is selected, agents will be able to indicate whether a voice signature has been collected during a particular call associated with this service. The voice signature flag will be stored as part of the call record, and it can be used to facilitate the export of and subsequent search for the corresponding recordings. For more information, see sections Interaction Records Search and Recordings Details Format of the Reporting Reference Guide, .

The voice signature flag can be displayed for agents via the activity form associated with the given service. For more information, see the Form Builder Reference Guide, section Voice Signature System. If the form is not used, the flag will be displayed in the Contact Info Panel of Agent Desktop. For more information, see section How to Collect a Voice Signature of the Agent Guide.

Note that voice signature collection makes sense only if calls are recorded. Therefore, when you select this checkbox, the Recorded calls parameter of this service (see below) will be automatically set to 100% and become read-only.

To facilitate and ensure compliance of the voice signature collection process, one of the following additional capabilities shall be considered:

Agents can use prerecorded voice prompts defined as part of the service and made available to them during the corresponding calls. For more information about the prerecorded service prompts, see section Canned Tab.
Agents can connect an interactive voice response (IVR) application that will play the necessary prompts, pausing after each such prompt, giving the customer a chance to respond. Bright Pattern Contact Center provides a scenario template called Voice Signature, which can be used as an example of such an application. For more information about creating scenarios from templates, see section Scenarios Overview of this guide.

This option is available for voice services only.

Recorded calls

Recorded calls specifies the percentage of calls associated with this service that will be recorded. If not specified or when set to zero, the parameter specified at the contact center level will be applied.

Note that the percentage of recorded calls also can be specified for every agent individually in the user's settings and for each individual call in scenario block Connect Call. Both these settings have higher priority than the service-level setting.

This setting is available for voice services only.

Record IVR call segment

Record IVR call segment indicates whether recordings of calls associated with this service will include recording for the IVR phase of the call. Note that the use of this option should normally be avoided for IVR applications that may process sensitive authentication data such as payment card PIN codes.

This option is available for voice services only.

Encrypt stored recordings

Select this option to encrypt the recordings of calls associated with this service. Encryption takes place at the time of the recording. Encrypted recordings cannot be played back when accessed directly as audio files.

Encrypted recordings will be played back normally when accessed via the Contact Center Administrator application. For more information, see section Call Recordings of the Reporting Reference Guide. Encrypted recordings will be decrypted when downloaded or exported via the Contact Center Administrator application.

For more information about data encryption, see section Encryption Key Management.

This setting is available for voice services only. Note that the encryption capability may have to be enabled by the service provider in order to become available to you.

Enable Virtual Queue functionality

Enable Virtual Queue functionality indicates whether the Virtual Queue option is enabled for this service. Virtual Queue, also sometimes referred to as Callback Option, is an enhancement of the regular automatic call distribution method used in inbound call center services. During periods of significant wait times, this option allows customers to hang up the call while keeping their position in the service queue and to receive a callback when it is their turn to be connected to an agent.

Note that in order to function properly, the Virtual Queue option must be additionally configured in the scenario associated with this service. For detailed instructions about virtual queue configuration, see the Virtual Queue Tutorial.

This setting is available for inbound and blended voice services only.

Use dispositions

Indicates whether dispositions can be used for this service or campaign.

If the checkbox is selected, you will be able to define service-specific dispositions in the Dispositions tab and the Agent Desktop application will display the disposition selection menu for the interactions associated with this service. Otherwise, the disposition-related elements will be hidden for this service.

Note that for outbound and blended voice services, the use of dispositions is mandatory.

Require dispositions

If the use of dispositions is enabled by the previous setting, you can additionally indicate whether disposition selection is mandatory.

If the Require dispositions checkbox is selected, Agent Desktop will force agents to select a disposition for the current interaction before exiting after-call work (ACW). Otherwise, agents will be able to finish interaction handling without selecting any disposition. Note that if ACW timeout is defined, the system will automatically set a No Disposition after the timeout runs out, even when Require dispositions is set.

Note that for outbound and blended voice services, the use of dispositions is mandatory.

Enter After Call Work

Enter After Call Work specifies whether agents should enter the After Call Work state after finishing interactions associated with this service. To apply the setting defined at the contact center level, select system-wide setting.

Note that after-call work (ACW) is mandatory for services with mandatory disposition selection (see the previous setting). For the teams providing services with mandatory disposition selection, it is also recommended not to enforce automatic exit from the After Call Work state or set the timeout for such an exit generously.

Notify agents in ACW about calls in queue

Agents may be notified visually and audibly about new service calls waiting in queue while they are in the After Call Work state. This may be used to prompt the agents to finish their ACW faster. This option is essential only for inbound and blended services and only if the ACW state is used for handling of interactions associated with this service (see Enter After Call Work above). If selected, notifications will be sent to all agents who have the default service skill with any level other than “0” and who are currently in the ACW state.