Home > LiveOps EXTRAS! > Application Notes > App Note 014 - Extension-based Call Routing

App Note 014 - Extension-based Call Routing

Abstract

The LiveOps platform includes a powerful yet easy to use drag‐and‐drop tool for designing, creating, testing and deploying call flows. This Call Flow Authoring (CFA) tool has many powerful features that can be used in creative ways to achieve an impressive array of complicated customer interactions.

 

This Application Note will describe how to use the Call Flow Authoring tool to implement and deploy a call routing mechanism that enables the use of personalized Agent extensions and personalized Agent voice mail boxes.

 

 

Agent Lookup and Selection using Personal Extensions

Many organizations want to allow customers to call their representative’s directly, yet need those calls to be routed through the LiveOps platform for reporting and recording purposes.  It is possible to have a unique Direct Inward Dial (DID/DDI) number assigned to each Agent and forward (or port) all of those DIDs to the LiveOps platform, but this can get unwieldy and is not the most economical solution.

 

A more elegant and less costly solution would be to publish a single inbound number for such calls (a single DID/toll number or a single toll free number) and for callers to enter an extension to reach a specific representative.

 

For example, a mortgage processing department might play a prompt like the following to all callers:

 

“Thank you for calling. If you know the five‐digit extension of the representative you would like to talk to, please enter it now. Otherwise, please hold and your call will be answered by the next available mortgage representative.”

 

Each lending associate in the mortgage department, when communicating with their clients, would use the same primary number plus their unique direct‐dial extension.

 

For example, Bill Smith, a Lending Associate would uses the same primary number as all other Lending Associates (1‐888‐555‐1234) but adds his unique direct‐dial extension (x59641) to his business cards.

 

 

 

 

To enable this type of call routing, we will perform the following eight steps: Step 1: Configure Agents with “Direct Dial ID” Extension Numbers   Step 2: Create a New Call Flow

Step 3: Create and Configure Call Attributes Step 4: Create Audio Prompts

Step 5: Configure Digit Collection

Step 6: Configure the Agent Lookup by Extension Step 7: Route the Call to the Agent

Step 8: Ensure the Agent is Available

 

Step 1: Configure Agents with “Direct Dial ID” Extension Numbers

 

We will use the Agent Contact Info field called “Direct Dial ID” to store the Agent’s extension number. In the LiveOps Administrative Web Portal, edit each Agent (“User Accounts > Edit Users”) and enter a unique extension number in the “Contact Info: Direct Dial ID” field.

 

 

Note: Be sure that the Agent’s “Work Phone” number contains an accurate DID to reach the Agent.

 

Note: The extension entered here has no relationship with, and does not need to match, any PBX extension the Agent might have on a corporate PBX. If the Agent has a corporate PBX extension you may choose to replicate it here for reasons of convenience.

 

Step 2: Create a New Call Flow

 

We will create a new Call Flow for our testing. Alternatively you may choose to edit an existing Call Flow.

 

In the LiveOps Administrative Web Portal select “Routing > Call Flows” and create a new Call Flow. We named our Call Flow “Direct Dial Agent Lookup”.

 

 

Step 3: Create and Configure Call Attributes

 

We will create three new Call Flow Attributes.  One (“Extension”) will be used to collect and store the Agent’s extension number after it is entered by the caller. Another (“RepID”) will be an Agent ID number that will uniquely identify the Agent that we want to route the call to. The last (“RepVM”) will be used in the next section.

 

While editing your Call Flow, click on the “Call Attributes” tab. Click “NEW ATTRIBUTE” and add the following three attributes and parameters:

 

Attribute

Data Type

Initial Value

Default Value

Screen Pop?

Extension

Integer

<< leave blank >>

0

No

RepID

Integer

<< leave blank >>

0

No

RepVM

Integer

<< leave blank >>

0

No

 

 

Note: The “RepVM” attribute will be used in the next section.

 

 

 

 

Step 4: Create Audio Prompts

 

To present professional sounding options to the caller, we created three audio prompts like the following:

 

 

You can create Audio Files in the “Configure > Call Assets > Audio Library” part of the LiveOps Administrative Web Portal.

 

Step 5: Configure Digit Collection

 

Next, we will use the Call Flow Authoring (CFA) tool to add the “Data: Collect Digits” module to the Arrival phase of our Call Flow.

 

We will:

  • Assign the three audio prompts created in Step 4 (above)
  • Collect five DTMF digits from the caller
  • Store the digits into the variable called “Extension” that we made in Step 3 (above)

 

 

Note: We chose a 5‐digit extension, but any extension length is possible.

 

Step 6: Configure the Agent Lookup by Extension

 

Now we will use the “Data: Direct Dial Lookup” module to find an Agent whose “Direct Dial ID” matches the Extension we just collected.

 

For “Direct Dial ID” select “Extension”.

This searches the LiveOps users looking for an Agent whose Direct Dial ID attribute matches the 5 digits collected from the caller.

 

For “Agent ID” select “RepID”.

This will assign the unique LiveOps Call Center ID to the variable called “RepID”. We will use this in the next step to route to that Agent.

 

For “Alternate Phone Number” select “RepVM”.

We will use this in the next section