How to configure a CallPark in Dialogue Studio

Introduction

A popular feature for Skype for BusinessSkype for Business is an enterprise software from Microsoft and provides users with instant messaging, online meetings, availabillity information, and audio and video calling. It requires a Skype for Business Server. The Anywhere365 application server is added to the Skype for Business Typology as Trusted Application Server. is Call Park. Call park is a feature that allows a person to put a call on hold at one telephone set and continue the conversation from any other telephone set.

This sample is creating a full callpark scenario. To test this we use a UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs. with two options in the IVRInteractive Voice Response (IVR) is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent..

  1. To park

  2. To get a parked call

This can be changed when an agent or receptionist transfers a call to the Skill used for call park.

The skill used needs to be configured and if it has another name you need to change the values in this sample. For more information about configuring skills, Learn More

 

Preview

 

Import Flow

This flow can be imported directly into your Dialogue Studio:

  1. Open the menu in the top right

  2. Select "Import"

  3. Select "Examples"

  4. Select "[Audio] Call Park"

  5. Change Import to "New flow"

  6. Select "Import"

 

Configuration

Configure UCC

The first step is to connect the flow to the UCC. This needs to be done for the following nodes:

  • Incoming conversation

  • Event bus

This can be done by double clicking on the node and selecting your UCC. If you haven't created a flow before, Learn More

 

Configure Skill

Create a skill called CALLPARK in your ucc or change the skill in the Enqueue node to a skill that is already configured. When you change the skill, You also need to change it in the switch after the EventBus below.

The idea is that a skill is selected with no agents, so it is not picked up by anyone and waits for someone to take the call.

When you want to return the call to a skill after x minutes, you can use a countdown skill (Learn More).

 

Configure notification

After the park the call, send a message to one or multiple people that the call is parked. The payload contains a formatted message in English and the slot property of the output had only the slot that can be used.

  • msg.payload: A call is parked on slot: [slot the call is parked]

  • msg.slot: slot the call is parked For this scenario, you can replace the debug message.

 

How to use

To test this scenario, call the UCC an choose the option 1 to park your call, when not changed you see the parking lot in the debug window on the right (the little bug icon under the Deploy button).

With another phone or computer call the UCC again and press the option 2, after this you press the three digit number displayed in the debug window. The both calls will be connected and you will hear each other.

 

Possible improvement

When the scenario is fully checked you can remove the option 1 and let a receptionist or agent transfer the call to the CALLPARK skill. Calling the number will then allow an agent to immediately select the parking lot and take the call.