In this module, you can:
- Configure the call behaviors of agents based on your business requirements, in order to improve the work efficiency of the agents.
- Set up the strategies for routing user inbound calls or AI auto-dialed calls to be transferred to agents, so that the system aligns better with your business needs.
- Enable other functionalities such as number encryption.
1. Agent Call Settings
Auto Answer
When auto-answer is enabled, if an agent is online and in available status (refer to Agent Operation Manual for agent operations), incoming calls will be automatically answered.
- Disabled (Default): Agents can manually turn on their individual auto-answer option.
- Enabled: All agents will have auto-answer turned on, and agents cannot disable it themselves.
After Call Work
After enabling ACW:
- Agents will automatically enter the Post-Call Wrap-Up state after completing a call.
- Once the post-call wrap-up time ends, the agent will automatically be set to available status. Agents can also manually change their status before the wrap-up time ends.
- During both the call and the post-call wrap-up period, agents can manually perform business-related records and notes.
Wrap-up tags
After enabling Post-Call Wrap-Up:
- Agents will automatically enter the Post-Call Wrap-Up state after completing a call.
- Once the post-call wrap-up time ends, the agent will automatically be set to available status. Agents can also manually change their status before the wrap-up time ends.
- During both the call and the post-call wrap-up period, agents can manually perform business-related records and notes.
2. Inbound call strategy
Max queue wait time
When a user's call is queued waiting for an agent to answer, the maximum duration the user's call can be on hold in the queue is
Timeout for agent overflow
When an incoming call is routed to a specific agent, if that agent does not answer the call within the set time limit, the call will be transferred and routed to ring on another available agent
All agents are busy
When all agents are in a busy status or in a non-available status (e.g. on break), incoming calls can be handled in the following ways:
- Enter the voicemail: Play the voicemail greeting prompt and allow the user to leave a message.
- Enter the queue: Place the call in a queue to wait for the next available agent.
All agents are offline
When all agents are in a busy status or in a non-available status (e.g. on break), incoming calls can be handled in the following ways:
- Enter the voicemail: Play the voicemail greeting prompt and allow the user to leave a message.
- Enter the queue: Place the call in a queue to wait for the next available agent.
Call allocation strategy:
When multiple agents are available, the call allocation strategy can be set as follows (this setting is not applicable for simultaneous ringing):
- Random polling allocation: Randomly assign the call to an available idle agent.
- Prioritize allocation to agents with the longest idle time: Assign the call to the agent who has been in the available status for the longest duration.
- Prioritize allocation to agents with the shortest talk time: Assign the call to the agent with the shortest total talk time in the past 24 hours.
AI transfer to agent：
When an AI-initiated outbound call is answered by the user, the prompt for transferring the call to a live agent can be set as follows:
- Do not prompt,Go straight to the queue: directly enter queue: No prompt will be played, the user will be directly placed in the queue to wait for an agent (suitable for scenarios where agents can pick up quickly).
- Default queue waiting audio: During the queue wait, the system will play the default light music prompt.
- Custom queue waiting audio: Select a custom audio prompt uploaded in the Voice Management module.
Recording start time:
(1) By default, the route starts after the agent is connected
(2) For AI outbound call tasks, the recording will start after the AI dials and the user picks it up (convenient for checking the recognition results for voicemail)
3. Else Setting
Number encryption
Number encryption：After enabling this feature, all numbers within the system will be encrypted for use. You will need to use the encryption salt value provided by the system to encrypt the numbers when using them.
Encryption Tool ：After enabling, you can choose the dialing mode for manual dialing:
1.Cipher Mode: Input the encrypted number to successfully make the call.
2.Original Mode: Input the real number, which will be automatically encrypted before the call is made.
API Setting
(1) Configure the callback URL to be used for API callbacks.
(2) Generate an API integration token.