Dialogue Cloud

How to configure Agent accept with DTMF

Introduction

In some cases it is useful to for the agent to first confirm the call before being connected to the Customer. For example:

With this scenario active the following will happen:

  1. The UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. hunts the available agent.

  2. The agent accepts the conversation.

  3. The UCC plays a message telling the agent to press a tone to accept.

  4. The agent enters the DTMF tone .

  5. The agent is connected to the customer.

 

Requirements

  • A default configured UCC

 

Configure

  1. First make sure you have at least one music file ready in the Audio files.
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  2. Next create a Playlist.
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  3. Next go to Settings and add

    1. AgentAcceptWithDTMFEnabled, put on true to enable this scenario.

    2. AgentAcceptWithDTMFChoice, this is the DTMF tone the agent must enter to accept the conversation.

    3. AgentAcceptWithDTMFTimeOut, this is the number of seconds has to accept before going to the next agent.

    4. AgentAcceptDTMFPlayListName, this one is used when the Agent accepts the conversation.