Inbound Phone Configuration

Phone Calls Inbound:

Logic Tree:

Campaign Ivinex              

Skill IVN PRESET inbound ph > Disposition (add on Post Contact tab of Skill, create from ACD menu)

               Skill > Users (add on Users tab of Skill, create from Admin menu)

               Skill > Point of Contact IVN PRESET inbound ph (add on Admin Menu, select skill as default skill for Point of Contact) > Script*
               
               Script Schedules > Scripts (assign script, schedule and recurrence)

               Hours of Operation > Skill (Each Skill can only exist in one operating hours object at a time)

Skill Settings: Media_Type->Phone Call, Skill_Name->IVN PRESET Inbound ph, Status->Active, Inbound/Outbound->Inbound, Campaign->Ivinex, Re-Skill_Hours_of_Operation_Profile->none, Interruptible->Yes, Minimum_Working_Time->30 Seconds, Email_Parking->Yes, Workforce_Intelligence_Minimum_Agents->Not set, Workforce_Intelligence_Minimum_Available_Agents->Not set, Use_Screen_Pops->No, Initial_Priority->100, Acceleration->1, Maximum_Priority->1000, Service_Level_Threshold->30 Seconds, Service_Level_Goal->90%, Enable_Short_Abandon_Threshold->Yes, Short_Abandon_Threshold-><= 15 Seconds, Short_Abandons->Yes, Other_Abandons->Yes

Post Contact Settings: Post_Contact_Setup->Disposition, Required->checked, State->After_Call_Work, Allow_Additional_Dispositions->unchecked

*Assign dispositions according to the client’s needs. See the BRD.

Disposition Settings: Disposition_Name->[Friendly_Status_Name], Classification->None, *All boxes unchecked.

*Use common sense on the name; it has to be the status of the call: Cancelled, Interested, No Answer.

Users: Add users to the object as appropriate. For straight API integrations, you may only need to add an Ivinex API user. Consult with an engineer.

Point of Contact Settings: Point_of_Contact_ID->[System_Generated], Media_Type->Phone Call, Name->IVN PRESET inbound ph, Point_of_Contact->[inbound phone number], Campaign->Ivinex, Skill->IVN PRESET inbound ph, Script->[Client_Folder\Client_Phone_Script], Status->Active, IVR_Reporting_Enabled->No, Business_Continuity->Do nothing (Default)

Link to XML Scripts: Click Here

Test your implementation to be certain that it works!!

**Always Assign the appropriate Skill variable to your ReqAgent Objects as displayed below in Studio Editor.

*Scripts are created / managed in the inContact Studio software (instructions above).
Inbound Phone