Other Notes:

Steps to go live:

*Please follow these guidelines for quality assurance:

1. Incontact comes forward with a new client.

2. A BRD is filled out during the consultation.

3. The implementations team starts work.

4. Client campaigns and routing are defined in CXone

5. Client campaigns and routing are imported into Ivinex

6. The implementation agents test all of the configurations in CXone.

7. They will simultaneously test functionality in Ivinex.

8. Armando takes a second look at CXone and runs his own tests.

9. After both phases of testing, the system is presented to the client.

Good to know items:

Outbound Custom Scripts execute when the call is initiated.

Supervisors of call center agents can listen to inContact calls as they are happening.

In the Design Studio, you can Import and Export XML scripts.  Make backups before changing.

If you see _DEV scripts in a directory, those are prototypes.

CTRL A and CRTL V works for copying and pasting data objects in Design Studio. 

Look in the Ivinex folder for our development files.

When you are done with configurations test each Skill for proper data connectivity.

The Admin Campaign is typically used for testing but don’t make any assumptions if one existed before you started.

We can override the Caller ID on a per skill (Ivinex Campaign) basis so that the client can represent branded interests or make better use of inbound call numbers.

Test your entire implementation in CXone and Ivinex to be certain that it works!!