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Telephony Tab Options

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Telephony Tab Options

 

The Telephony tab lets you configure the options agents have access to while on a call. In general, these options govern the following functional areas:

 

  • Transfer/Conference
  • Hold
  • After-call wrap up
  • Dial out
  • Ring behavior and call transition
  • Telephony routing paths

 

Table 15-1 lists the options on this tab and gives a brief description of their use. Subsequent chapters explain these options in more depth.

 

Table 15-1: Standard Campaign Telephony Tab Fields

Option

Description

Transfers to phone numbers will:

Determines how transfers initiated by an agent will be handled. You have two choices:

  • Remain on the platform—Calls transferred with this remain on and can be tracked by the Contact Center platform.
  • Leave the platform—Calls transferred with this option utilize the capabilities of a particular telecommunications carrier to perform the transfer. This option also allows the use of a SIP referral URL to handle the transferred call.

Once you've selected a transfer option for a given Campaign, all transfers for that Campaign must be of the same type. If you want to change to the other type, you must first delete all existing transfers.

 

Add Transfer Campaign

Adds a new platform transfer destination with the following options:

  • Transfer To—the target Campaign to receive the transferred call.
  • Description—the label for this transfer destination. Agents will see this in their Phone Panel.
  • Normal Transfer—transfers the caller to the destination Campaign with no introductory audio.
  • Transfer With Audio—allows the transferring agent to record introductory audio which will be heard by the agent receiving the transferred call.

Allow agent to hold/warm transfer via DTMF:

Enables telephone keypad control of transfer and hold features.

Call Transition Time:

Sets the interval between one call ending and the next call being delivered.

Allow agent to do after call wrap up:

Grants the agent additional time for post-call tasks. When set to Yes, additional options appear.

Target wrap up time

The average or target length of wrap up time agents should use. This value must be greater than zero and less than "Maximum wrap up time."

Maximum wrap up time

The maximum amount of after call wrap up time, in seconds. When an agent exceeds this time, their wrap up period ends and they are placed back in the pool of available agents.

Enable auto wrap

(Optional) Set this to Yes if you want agents to be automatically placed in wrap up mode after their call has exceeded the minimum time (typically, 30 seconds).

Minimum call length for auto wrap up

(Optional) The minimum length a call must be before automatically placing an agent into wrap up mode. This value must be greater than or equal to zero. This field only appears if Auto Wrap Up is enabled.

Max number rings to agent (or outbound lead) phone.

Sets the maximum number of rings an agent (or the target of an outbound call) will hear before the call will be considered as not answered.

We recommend NOT changing this option from the default. Doing so can have a significant impact on call handling metrics.

 

Dial-out to arbitrary number using Campaign:

Allows the agent to place calls to arbitrary outside numbers, using the selected Campaign for tracking purposes.

Agent Routing Path

Specify the routing path used for the agent's egress leg.

Consumer Routing Path

Specify the routing path used for the consumer ("called") party's egress leg.

The consumer routing path is only applicable for Campaigns that make outbound connections to the customer; i.e., outbound, call backs and dial out calls.

 

External Number Routing Path

Specify the routing path used for the external transfer party's egress leg.

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