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Voice routing application

Overview

Inbound routing

The voice routing application is deployed automatically during BEP installation and provides essential inbound call center functions using built-in strategies:

Entry handling

The application receives the incoming call, retrieves the dialed number (DNIS), and applies status conditions to the call. Is the contact center closed, and if so, why?

  • Is it a holiday? If so, the caller hears the Special Day announcement.
  • Did the call come in outside of normal operating hours? If so, the caller hears the Closed announcement.
  • Is an emergency underway? If so, the caller hears the Emergency announcement.

If the contact center is open, the caller hears an announcement or the auto-attendant menu (if one exists), or the call passes directly to an agent.

Auto-attendant menus

If you have given the caller a menu of options (“Press 1 for Sales,” and so on), the call passes to the Auto-attendant menu (DTMF) workflow, which specifies the action to be taken depending on the caller’s menu choice. The Auto-attendant flow can cycle up to three times, to accommodate three layers of routing. The Auto-Attendant Menus (DTMF) workflow, diagrammed below, acts as an Interactive Voice Response tree to the customer. It plays a menu announcement configured in the Inbound Template, and assigns a Distribution Parameter Group or an Inbound Parameter Group based on the digit (touch tones) collected. For example: The announcement gives the customer three choices (Press 1 for Customer Service, 2 for Sales, and 3 for Technical Support):

  • Touch tone 1 = Customer Service (Distribution Template)
  • Touch tone 2 = Sales (Distribution Template)
  • Touch tone 3 = Tech Support at Route Point 6001 (the Inbound Template that matches the DNIS for the Technical Support Route Point)

The auto-attendant flow can accommodate up to three cycles during a call. In the example above, Touch tone 2 (Sales) might give the caller a second set of options: for Product A, press 1; for product B, press 2, and so on. To learn how to build your menus, see the Configuration tab.

Call distribution

The Distribution call flow distributes the call to an agent:

  1. It collects statistics to determine what agents are logged in and available to take the call.
  2. It routes the call to an agent from a target agent group: it first tries an agent from Target 1, then, in sequence, tries Targets 2, 3, and 4 if it does not find an agent within the timeout set for that target. Finally, if it does not find an agent from Targets 1-4 within the allotted time, it sends the call to the overflow target, which can be a standard telephone number (such as 415-555-1212) or a routing point (such as 6001). Note that Targets 2-4 are optional; routing skips any undefined targets.

The application plays queue music in a loop until the call is distributed to an agent or abandoned.

Redirect On No Answer (RONA): if the call has already been distributed to an agent who does not answer, the Distribution flow distributes the call as if it had not been previously distributed, and sets to Not Ready the status of the agent who did not answer.

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Configuration

Business Edition Premise routing configuration occurs at two levels:

  • Initial configuration, which involves the automated setup of auto-attendant menus, business rules, and other configuration objects. The voice routing solution is automatically deployed and installed as part of the BEP software installation, with default initial configuration settings. These settings are usually sufficient for most site requirements and do not need to be changed.
  • Administrative configuration, such as setting open hours and switching among auto-attendant menu trees, is a subset of the initial configuration tasks and takes place entirely within Genesys Administrator Extension (GAX). It requires no advanced knowledge of Genesys software.
Important
To use Internet Explorer 10 to access Genesys Administrator Extension or Genesys Administrator, you must add your VM domain to the IE Trusted Sites (for multi-VM deployments, use the ui VM).

You can configure different values for a number of routing parameters, such as open hours and call priority. To handle different call flow and email scenarios, you use GAX to create parameter groups based on the default parameter group templates supplied in Business Edition Premise.

Voice solution definitions (SPDs)

When solution definitions (SPDs) are installed, they automatically create several objects. If you install a new SPD, Configuration Server objects created by previous voice or email installations are not overwritten. [+] Show more info

Initial configuration

Initial configuration of the voice routing application is done automatically during the BEP software installation. Typically, the defaults supplied in the solution definition are sufficient for most customer requirements. Changing these settings requires some knowledge of Genesys software.

You can adjust voice routing parameters in either of two ways:

  • To set new default values to be used in all new parameter groups that use the parameter, open Genesys Administrator Extension, navigate to Operations > Parameters, and adjust values as desired. Do not change Key Names.
  • To set a new value that applies only to a specific parameter group, open Genesys Administrator Extension, navigate to Operations > Parameter groups, and adjust values as desired.

Administrative configuration

You can use the following procedures to change the administrative configuration settings of your voice routing solution:

[+] Define the auto-attendant menus


[+] Upload audio resources


[+] Customize business attributes


[+] Set open hours and special days


[+] Set targets and target timeouts


[+] Tune priorities


[+] Configure UCS database pruning (recommended)
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Verification of voice call routing and reporting

You can use the following procedures to verify that your BEP system is correctly receiving and routing calls and that the call reporting functionality is working.

[+] Verify call routing


[+] Verify call reporting
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Operational Parameters

For each parameter group, enter a description in the Description field. For instructions on setting these parameters, see Configuration.

Audio and Announcements

[+] Show parameters.

Auto-attendant menus

[+] Show parameters.

Business (reporting)

[+] Show parameters.

Contact center status

[+] Show parameters.

Distribution

[+] Show parameters.

Priority tuning

[+] Show parameters.
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This page was last modified on December 6, 2017, at 09:24.

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