…Select the following node types: Check Option Connected To Agent DTMF Menu End Call Inbound Call Join Queue Play Announcement Figure 1. The Node Type Library dialog Step 3: Click…
Search: Call Flows
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…pane for the Connected To Agent node Note: You do not need to configure parameters for the End Call node. Continue to Step 10 – Wire up the call flow…
…on the Weighting tab. Call: The channel priority value of calls. Chat: The channel priority value of webchats. Email: The channel priority value of emails. Text displayed below the non-voice…
…breakout, e.g., when requesting a call back. This release improves the Agent behaviour when taking a call back from a withheld number. Now the alternative number entered by the called…
…loop at designated points. Additionally, administrators can specify interruptibility, such as allowing interruption by a keypress or when a call is answered. Administrators can easily reconfigure an existing playbook, delete…
Company administrators can view how an agent is contacted when they log in (how they receive inbound calls and/or place outbound calls). View agent contact details: Click Staff > Users…
Reporting The release fixes rounding errors in the following scheduled reports, Service Number Report Queue Report Agent Report Call Transfer Report Working Hours Report Break Reasons Report In the Call…
SMS is one of the supported ways agents can contact customers. Agents are able to send outbound SMS messages either whilst handling a call or at any other time. How…
The templated response node is a great way to automatically trigger pre-made SMS messages to be sent to callers upon reaching a particular stage of the call flow. Before you…
…channel event types can be selected: Agent calls Agent chats Agent emails Agent SMS Agent status Contact calls Contact chats Contact emails Contact SMS Missed calls Queue calls Queue chats…