Call Flow Provisioning Summary
Create
- 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
Mapping
Dialed Number → Entry Point → Routing Strategy → Flow → Queue (which teams?) → Skill (configured in the flow) selects skills (if its a skill based queue) → Select Agent
- 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