Call Flow Provisioning Summary

• Entry Point - Name, Description, Channel Type (Telephony, Chat, Email, Social Channel)
• Agent
• Team
• Skill (within the Flow you define which Skill you want to use within the Queue node)
• Queue - Name, Channel, LAA or Skill
  • if LAA → Select Call Distribution Group (i.e. Teams)
  • if Skill → Select LAA or Proficiency - and select which Teams can be used. (you MUST select at least one Team)
  • Note: a skill is not configured directly in the Queue config. It is configured in the IVR Flow within the Queue element.
• IVR Flow

Dialed Number → Entry Point → Routing Strategy → Flow → Prompts / Queue

• Routing Strategy → Select Entry Point
  • Routing Strategy → Name, Time Settings, Music on Hold, Flag as Default RS (or not), Call Control (Flow)
  • The Default Strategy will run if no other strategies are valid. i.e. non default are checked first.

• Provisioning → Entry Point Mappings
  • Select Voice Pop Bridge Telephony Number and Assign to an Entry Point