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This document has been developed by Phonon Communications Pvt Ltd for the sole and exclusive use of the customer / prospective customer with whom this document is being shared. Further, this document has been provided by Phonon to the recipient in good faith and based on a request from the recipient for the same. This document is a confidential document and contains confidential product technology, workflow and commercial details that are for the sole usage of the intended recipients of this document. Recipients are advised not to share this document with any third party that is not the intended recipient of this document and neither to bring this document in full or parts into the public domain. Any unauthorized access may be brought to Phonon’s notice immediately. Phonon.io is free to take any legal action it deems necessary against any person or entity that violates this confidentiality agreement. Phonon is bound and governed by the rules of the state of Gujarat in India. In case you are not in agreement with the terms set in this clause or are not an intended recipient of this document, please destroy the document and intimate us of the same at info@phonon.io.
Distributor List
Distribution List |
Phonon Communications Pvt. Ltd. |
In order to create any flow, first basic setup is to be done for various fields. They are as follows -
| Table of Contents |
|---|
1. DID
DIDs are the phone numbers that will be used to make calls; be it Inbound IVR or Outbound. These DIDs can be leased and assigned to the flows to manage the calls.
For buying/setting up DID follow below steps :
Go on Set Up > DIDs page. If you are adding DID for the first time then there would not be any DID in the table as shown below.
Click on ‘Add DID’.
A list of available numbers will appear, from which the desired number can be chosen and then click on ‘request selected numbers’.
Read the terms and conditions
Proceed to checkout.
| Info |
|---|
|
Once you buy DID, you will be able to simply select DID while configuring any flow.
2. Email
For sending an emails, it is mandatory to configure an sender Email ID first !
Email sender ID is the “From” email ID from which the emails will be triggered when the email widget is used in the flow designer.
Once the user has set-up the Cloud Account, user can set the Sender email ID under the Set Up -> Emails tab
You need an email id which needs to be configured with SMTP for sending and receiving mails. For setting up email follow below steps -
Go on Set Up > Email.
Click on ‘Add Email’.
A pop up will appear and on it, you need to add following details :
Select the Amazon Cloud Account where the Simple Email Service has been activated as a service(If no cloud account is available, please go to Cloud Set-up and configure a cloud account before configuring the email sender ID)
Enter the sender ID - from which the Emails will be send.
Enter the domain name in the Email From Parameter
Click on ‘send verification Email’ to verify the Email Id.
Complete the DKIM verification process and then click on ‘save’.
...
→ Once the Email ID is saved, you will be able to see the same on the same page.
...
3. SMS
If you want to send SMSs then, first, you need to configure ‘Sender ID’. A sender ID is the ID from which the SMSs will be send. To set up SMS’s Sender ID follow below steps -
...
Go to Set up → SMS page
...
Complete Principal Entity Registration and provide the Registration ID on the required section.
...
In order to create a sender ID
Select country - can be
Indian : If you want your sender ID to be Indian.
International : If you want your sender ID to be International
SMS Type - can be
Transactional : If you want to the sender ID for sending transnational SMSs like sending OTP, links etc.
Promotional : If you want the sender ID for sending promotional SMSs like regarding different offers etc.
Service-Explicit : If you want the sender ID for sending ‘service-explicit SMSs’. Service Explicit SMS are the SMS that are sent to the registered customers after receiving their consent.
Service- Implicit : If you want the sender ID for sending ‘service-implicit SMSs’. Service Implicit SMS are the SMSs that contains some important details like order shipping details, bank transaction SMSs etc.
Sender ID - Enter the name of the sender ID through which you want to send SMS.
...
After entering all the details, a button saying ‘create’ will get appear. Click on ‘create’.
...
As soon as you click on ‘create’, the status will get updated to ‘IN PROCESS’ and the sender Id will go for approval to our support team. You will receive a mail regarding the same.
...
Once the support team approves the sender ID, you will be able to use this sender ID in the SMS Widget (in flow designer) for sending SMSs.
In the SMS Widget, you will need to provide the template ID for the SMS you're sending.
...
| Table of Contents |
|---|
Distributor List
Distribution List |
Phonon Users |
In order to create any flow, first basic setup is to be done for various fields. They are as follows -
1. DID
DIDs are the phone numbers that will be used to make calls; be it Inbound IVR or Outbound. These DIDs can be leased and assigned to the flows to manage the calls.
For buying/setting up DID follow below steps :
Go on Set Up > DIDs page. If you are adding DID for the first time then there would not be any DID in the table as shown below.
Click on ‘Add DID’.
A list of available numbers will appear, from which the desired number can be chosen and then click on ‘request selected numbers’.
Read the terms and conditions
Proceed to checkout.
| Info |
|---|
|
Once you buy DID, you will be able to simply select DID while configuring any flow.
2. Email
For sending an emails, it is mandatory to configure an sender Email ID first !
Email sender ID is the “From” email ID from which the emails will be triggered when the email widget is used in the flow designer.
Once the user has set-up the Cloud Account, user can set the Sender email ID under the Set Up -> Emails tab
You need an email id which needs to be configured with SMTP for sending and receiving mails. For setting up email follow below steps -
Go on Set Up > Email.
Click on ‘Add Email’.
A pop up will appear and on it, you need to add following details :
Select the Amazon Cloud Account where the Simple Email Service has been activated as a service(If no cloud account is available, please go to Cloud Set-up and configure a cloud account before configuring the email sender ID)
Enter the sender ID - from which the Emails will be send.
Enter the domain name in the Email From Parameter
Click on ‘send verification Email’ to verify the Email Id.
Complete the DKIM verification process and then click on ‘save’.
...
→ Once the Email ID is saved, you will be able to see the same on the same page.
...
3. SMS
If you want to send SMSs then, first, you need to configure ‘Sender ID’. A sender ID is the ID from which the SMSs will be send. To set up SMS’s Sender ID follow below steps -
Go to Set up → SMS page
Complete Principal Entity Registration and provide the Registration ID on the required section.
In order to create a sender ID
Select country - can be
Indian : If you want your sender ID to be Indian.
International : If you want your sender ID to be International
SMS Type - can be
Transactional : If you want to the sender ID for sending transnational SMSs like sending OTP, links etc.
Promotional : If you want the sender ID for sending promotional SMSs like regarding different offers etc.
Service-Explicit : If you want the sender ID for sending ‘service-explicit SMSs’. Service Explicit SMS are the SMS that are sent to the registered customers after receiving their consent.
Service- Implicit : If you want the sender ID for sending ‘service-implicit SMSs’. Service Implicit SMS are the SMSs that contains some important details like order shipping details, bank transaction SMSs etc.
Sender ID - Enter the name of the sender ID through which you want to send SMS.
Verified SMS - You can either enable or disable this option for a particular sender ID. Enable this if you want to send verified SMS from this particular sender ID (you can only send verified SMS' if you have verified SMS service enabled on your google cloud account).
Cloud Account - If you have enabled ‘verified SMS’ then you need to select the cloud account which you want to use for sending verified SMS'.
Verified SMS Agent ID - After selecting a cloud account, you need to provide the agent ID (provided by Google, at the time of service enable) which will be used to send to send verified SMS'.
After entering all the details, a button saying ‘create’ will get appear. Click on ‘create’.
As soon as you click on ‘create’, the status will get updated to ‘IN PROCESS’ and the sender Id will go for approval to our support team. You will receive a mail regarding the same.
Once the support team approves the sender ID, you will be able to use this sender ID in the SMS Widget (in flow designer) for sending SMSs.
In the SMS Widget, you will need to provide the template ID for the SMS you're sending.
Edit Sender ID
If you already have a sender Id and you want to enable or disable verified SMS' service for that sender ID then you can click on edit icon and a pop up will get appear. In that, you will be able to change the configurations and click on ‘Save’ button.
You will only be able to edit the configuration of google verified sms for existing sender Id. That is enable or disable google verified sms, cloud account, agent Id etc.
...
Principal Entity Registration
As per the new TCCCPR 2018 Regulation, there are few changes happening on the SMS side. DoT in 2018 had announced the Telecom Consumer Commercial Communication Preferences Regulation, 2018. This regulation mandates the maintenance and sharing of the do-not-call preferences of consumers using a distributed ledger technology (DLT).
...
Registered as the Principal Entity, with Phonon as the telemarketer. You can find the Telemarketer ID of Phonon on the SMS page of your Central Account.
Enter the Principal Entity Registration ID in the SMS Page.
...
4. Storage Account
This section is used to add a location where the data like recordings, reports, and others can be saved. For adding storage account, you will have to enter following details -
- Storage Account Type : The storage account type can be Amazon S3 or SFTP
Amazon S3
Select this option if you want to store data on amazon S3 bucket. For this you must have an AWS cloud account with For this type you will need follow below steps -
Enter the details -
Storage Name : You can give name to your storage location.
AWS Account : Select the AWS account having S3 Enabled, from already configured accounts.
Bucket : Provide bucket name, where you want to save the data.
Path : Enter or paste the path where you want to store the data.
Click on ‘Test and save’.
Once all the details are valid and correct, it will get saved and the ‘storage page’ will reflect the same.
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SFTP
Select this option if you want to store data on any server using SFTP. To set up storage account with sftp type, follow below steps -
...
| Info |
|---|
If you are not having any storage account and wish to have one, then you can drop a mail on help@phonon.io with account details to have create a new one. |
...
5. Agent Setup - Agents
Agents are customer service or sales professionals that handle phone calls, or do manual calls to customers for your companies. On this page, you will be able to either add new agents or can update the agents details.
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Pending Agents - In pending agents, you will be able to see all the agents who has been added by you but has not accepted the invitation or signed up yet.
Agents (Dynamic)
Dynamic Agents are the agents that can use the Agent interface for receiving calls, to gather vital information about the user, submitting dispositions, view call history etc.
...
On Setup → Agent setup → Agents page → Click on ‘Add bulk agents’
Select ‘Update or override Existing’ and click on next.
Now two strategies will be available -
Append: You can append multiple Queues and / or one Agent Group to agents. Append will not affect the current Queues or Agent Group set of the agent. In case of Queues, it will only append the Queues
Update: Use this mode to update the Queues, Agent Group and/or Call Recording of the Agents. If you provide any value, it will override and update the old value. If you do not put any value and keep it blank, old values will not be changed. In order to remove all Queues and Agent Groups, set the Queue/Agent Group value as '-' and it will remove all Queues/Agent Group.
Select the strategy according to your need and click on ‘download template’
Further upload a .csv file with the mentioned columns in template and click on ‘upload’
As soon as he file gets uploaded, detailed report of uploaded data will get downloaded with the status of individual data.
Agent Group
Agent group is for grouping agents and performing some common configurations for all of them. The agent group includes following configurations -
1. Details
When you click on ‘Add agent group’ or click on Edit, then the first tab will be of ‘Details’. In this tab you can configure -
Agent Group Name : Name by which the agent group will be recognized.
...
2. Configurations
This is the second tab in which you can give some permissions to agents like -
...
The agents will get a drop down of all whitelisted numbers, at the time of login and would be able to select the number through which he wants to login. Then the OTP will be send to that number for verification and the agent needs to enter that OTP and login.
...
3. Pause Codes/Breaks
Pause codes are the breaks the agent gets on the agent screen in case. You can add breaks from Main → Call center setup → Breaks.
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To add/remove break, you can simply click on ‘+' or '-’ button respectively.
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4. Agents
You can add agents in this tab for which you want these configuration.
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Note : An agent can be part of one agent group only ! If you want to change agent group of an agent then you need to first remove agent from existing agent group and then can add to another agent group.
Call Center Setup
In order to run a call center you will need and require to configure following parameters -
1. Queues
Queues are basically a group of agents having common skill set. Queue can be based on language, skill, preference, occupation etc.
...
When you need to connect your customers with your agents, queue is required.Agents added to a queue will receive the calls which are passed on to that specific queue. In order to configure queue you can go to Main → Call center setup → Queue → Add/Edit Queue.
1. General Settings
In this tab, you will be able to perform some basic settings like -
Queue Number: A unique queue ID for each queue is automatically allocated at the time of queue creation.
Queue Name: A sample queue name is auto generated. The user can edit the name as per preference and can give a unique name to queue. However, only alphanumeric characters are accepted and not just digits.
Queue Weight: If multiple queues are common to multiple agents, queue weight decides the priority in which calls are answered. The default weight value is 0. The higher the weight value, the higher the priority.
Queue Hold Music: This is the music to be played when the customer is put on hold. The user can choose hold music from the prompts.
Queue Join Announcement: This announcement is played before the call is allocated to any agent in the queue. The user has two options:
to not play any announcement - no announcement will be played when the customer enters the queue (before call is allocated call)
to always plan an announcement - an announcement will be played as soon as the customer enters the queue (before call is allocated call)
Enable Call Recording: Enabling call recording allows the you to record the incoming calls to a particular queue.
Assign Flow: You can assign any flow for this queue from the flows already created. If you want to use any queue in the flow then assigning that flow in the queue is mandatory.
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2. Call Allocation Logic
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flow in the queue is mandatory.
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2. Call Allocation Logic
This tab mainly focuses on the calls that are coming in the queue like -
Keep in mind that for following cases:
No Agents Logged In
All Agents are on Break
No Agents have answered the call
The customer will be pushed out of the Queue. We highly recommend setting up the correct prompts, and in case number of agents are less, consider re-add the customer in a different Queue.
If you’re adding it to the same Queue as loop back, add a delay and loop exit condition using Counter and Decision Box.
Timing and Agent Option
Ring Strategy : The logic to be followed for allocating call to various agents. There are four strategy supported.
Least Recent - The agent who was least recently called in queue is forwarded the call.
Round Robin Memory - Instead of ringing to every agent in the call at once, Round Robin Memory remembers where it left off the previous call and forwards the call to the next agent in the queue. This allows all agents in the queue to share equal number of calls. One of the major benefits of Round Robin Memory is that it allows the user to see the calls missed by the agents and not just by the queue.
Random - Calls ring extensions without a predefined priority, in a random order. This helps spread ring group calls evenly among the group, which can simulate queue behavior when a queue cannot be used.
Provided - Only the preferred agent mentioned during call list upload or in the ‘transfer call widget’ will be approached.
Max Queue wait time(in minute) : The time after which the customers waiting in the queue will get disconnected.
Timeout for agents (in seconds) : This is the time that the agent is allotted to answer the call before it is routed to the next agent in the queue. This time ranges from 15 to 45 seconds.
Retry Time (in seconds) : This is the time for which the system has to wait before connecting to other agent.
Agent Announcement : Announcement played to agent before the agent gets connected with the customer.
wrapWrap-up time (in seconds) : This is how many time should be given to agent after a successful call before assigning another call.
Allow availing extra time : When wrap up time gets over and if you enable this then the agent will be asked weather he wants extra time to fill disposition.
Average Handle Time (in seconds) : A notification will be send to agent if, he exceeds the average handle time (AHT).
...
Service Level (in seconds) : Used for service level statistics i.e calls answered within service level time frame.
3. Business Hours
Calls will get allocated to agents only if the time of queue matched - You can select the business hours and the calls will get allocated to agents only if the time of queue matches. The time options are
24 X 7
M-S 9AM to 9PM : Monday to Saturday from 9AM to 9PM
M-F 9AM to 9PM : Monday to Friday from 9AM to 9PM
M-F 9AM to 5PM : Monday to Saturday from 9AM to 5PM
Custom : You can customize your business hours, according to your need. You can also select different slots for different day of the week.
Time zone - You can can select the timezone according to which you want to consider the timings.
...
4. Allocate Agents
In this tab, you will be able to add or remove agents from the already created agents of your account.
You will get two options to select the type of agent. The type can be
Agent Login Interface : Agents having login interface - dynamic agents
Direct Dial Agents : Agents that are having only phone numbers
Once you select any one option, you will be able to see a list of configured agents (active or pending) and you can multi-select the agents and click on ‘Add/Remove Agents’ to add or remove agents respectively.
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Note : If you add pending agents in the queue, then once they gets verified they will be transferred in active agents list and will be able to receive calls for this queue after logging in.
5. Configure View Fields
In this page, you can configure different fields which you want to show to your agents. The fields are as follows -
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On agent UI, the agents would be able to view the scripts configured in the queue section as shown below.
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6. Configure Input Fields
In this tab, you will be able to configure fields, that the agents can enter and store the customer’s details which are configured by you.
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Other than disposition, if you want to add any additional fields then you can click on ‘additional fields’ and then then you can give title to that field and select the input type and validations.
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2. Disposition
Disposition describes the outcome of a call and eliminates manual note taking for agents to gather and segregate the data from a call. Basically dispositions are nothing but details of customers that the agent wants to save in the system while having conversation with customers.
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Disposition Name - The name which you want to give to your disposition and the agent will see on the interface.
Sub Disposition Type - The type of input which you are expecting in disposition. The type can be
Free Text : The input can be anything. If you select ‘free text’ as type, then further you can also put validation on the input like length, regular expression
Number : The input of disposition can be only numbers
List : You can provide a list of options for this disposition and the agent only needs to select any one option from it as input
Date : The input can be only date. The agents can select a date as input.
Date and time : The input can be date and time. The agents can select a date and time as input.
Email : The input can be only be Email . The agents can enter only email ID.
Validation for - Select the validation to be applied on length/regular expression
Assign Flow - You can enable this if you want to trigger any outbound flow on any customize number
Select Flow , which you want to trigger
Trigger at :Select the instance when outbound flow needs to be triggered,
Immediately after the call ends - Outbound call will be triggered immediately after the first(main) call ends
Selected by agent - Time for the second call to be triggered will be selected by the agent from the Central Agent Interface
Label and save in : Enter the flow variables that need to be transferred to the outbound flow that will be triggered(Variable name should be of the type $flow.key.<variableName>. No space is allowed)
Allow Custom Number : Allow the agent to enter a custom variable where the outbound call will be triggered
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3. Breaks
In this page, you can configure different types of breaks that you want give to your agents, so that they can enable these breaks whenever needed.
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Click on ‘Add Break’
Give that break a name like lunch break, tea break etc.
Set the time for that break
Click on save and its done.
Once the break is added, you can enable/disable or edit/delete any particular break. If you disable the break, then the agents will not be able to use this break.
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4. Direct Dial Numbers
If your agents operate through phone numbers (mobile or landline) only and you do not want to give agent interface to your agents then you can add direct dial numbers here.
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