Voice Configuration Overview

This page outlines the configuration for a basic voice Callback service, in order to help you to become familiar with the steps involved. It highlights the key options that are configured through the GMS Service Management UI, as well as the configurations that must be performed outside of the Service Management UI. After becoming familiar with the basics, you can then further customize your services as needed.

Step	Configuration Required
Media Type	Set configuration option in the GMS Service Management UI. See the Scenarios section.
Call Direction	Set configuration option in the GMS Service Management UI. See the Scenarios section.
Wait for Agent to be Available	Set up a URS strategy for queuing in IRD. See URS strategy. Set configuration option in the GMS Service Management UI. See the Scenarios section.
Accept an Inbound Call	Set up an inbound matching service in Configuration Manager. See Accepting an Inbound Call.
Make an Outbound Call	Set configuration option in the GMS Service Management UI. See the Scenarios section.
Process the Call	Set up play treatment files in the Media Server. See Media Server. Set configuration option in the GMS Service Management UI. See the Scenarios section.
Route the Call	Set configuration option in the GMS Service Management UI. See the Scenarios section.