Voice Management Guide
The Voice Management user guide
- To start
- Prerequisite
- Home
- Administrator
- Importing sounds to your IVR
- Creating a routing
- Importing a directory
- Prohibit transfers to certain numbers
- Creation of a skill group
- Gestion of an operator
- Creation of an IVR
- Satisfaction survey
- Campaign
- Gestion of a supervisor
- Webcallback
- Link WebCallBack
- Generating a WebCallBack link
- SMS service
- SMS in the operator toolbar
- SMS in the operator toolbar
- Statistics
- Operator
- Supervisor
- Technical side
- API
- SSO authentification
- Call recording
- Integration
- Application setup (Microsoft Dynamics)
- easiware integration
- Salesforce
- Zendesk
Management of a customer portfolio by an operator
An operator can manage a customer portfolio.
- Stage 1 – There must be as many groups created as there are operators with a customer portfolio
- Stage 2 – Steps must be created with a “Group” stage, for example, with the names “PortfolioExample 1”, “PortfolioExample 2”, “PortfolioExample 3”
- Stage 3 – In “steps”, in your step that receives calls, you must create a “Request” stage, which you then fill in. For example:
- Method: portfolio
- Step type: GET
- Input variables: @e164_caller (with @)
- Output variables: commercial_name (without @)
- Stage 4 – A new “Filtering” stage must be created, which you then fill in. For example:
- Filter by: Variable
- Name: commercial_name
- Filter: Example 1 / Step: PortfolioExample 1
- Filter: Example 2 / Step: PortfolioExample 2
- Filter: Example 3 / Step: PortfolioExample 3
- Filter: …
- Table of Contents