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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 :

  1. Go on Set Up > DIDs page

  2. Click on ‘Add DID’.

  3. A list of available numbers will appear from which the desired number can be chosen and then click on ‘request selected numbers’.

  4. Read the terms and conditions

  5. Proceed to checkout.

  1. In order to buy any DID, first you must complete KYC process.

  2. You will be able to buy any TWO DIDs. If you want more DIDs then you need to contact support team on ‘help@phonon.io’.

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 Email ID first ! You need an email id which needs to be configured with SMTP for sending and receiving mails. For setting up email follow below steps -

  1. Go on Set Up > Email.

  2. Click on ‘Add Email’.

  3. A pop up will appear and on it, you need to add following details :

    1. Select an AWS ‘Cloud Account’ for sending Emails.

    2. Enter the sender ID - from which the Emails will be send.

    3. Enter the Domain of the sender ID.

    4. Click on ‘send verification Email’ to verify the Email Id.

    5. Complete the verification process and then click on ‘save’.

  4. 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 or the ID which will be seen by the user at the receiving end. To set up SMS’s Sender ID follow below steps -

  1. Go to Set up → SMS page

  2. Complete Principal Entity Registration and provide the Registration ID on the required section.

  3. In order to create a sender ID

    1. Select country - can be

      1. Indian : If you want your sender ID to be Indian.

      2. International : If you want your sender ID to be International

    2. SMS Type - can be

      1. Transactional : If you want to the sender ID for sending transnational SMSs like sending OTP, links etc.

      2. Promotional : If you want the sender ID for sending promotional SMSs like regarding different offers etc.

      3. 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.

      4. 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.

    3. Sender ID - Enter the name of the sender ID through which you want to send SMS.

  4. After entering all the details, a button saying ‘create’ will get appear. Click on ‘create’.

  5. 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.

  6. 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.

  7. In the SMS Widget, you will need to provide the template ID for the SMS you're sending.

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).

Currently we have integrated the new DLT Implementation with Airtel. As per the new DLT Implementation, in order to send SMS, you must:

  1. 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.

  2. Enter the Principal Entity Registration ID in the SMS Page.

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4. Storage Account

You can add storage account on this page, to store huge amount of data or even to get/store reports. 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 type you will need follow below steps -

  1. Enter the details -

    1. Storage Name : You can give name to your storage location.

    2. AWS Account : Select the AWS account having S3 Enabled, from already configured accounts.

    3. Bucket : Provide bucket name, where you want to save the data.

    4. Path : Enter or paste the path where you want to store the data.

  2. Click on ‘Test and save’.

  3. Once all the details are valid and correct, it will get saved and the ‘storage page’ will reflect the same.

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 -

  1. Enter the details -

    1. Storage Name : You can give name to your storage location.

    2. Host : You need to enter your domain name or server IP. Example - sftp.example.com. → Make sure to enter “sftp” to connect securely via SFTP.

    3. Port : Enter the SFTP port number. Example : 22

    4. Authentication : There are two ways through which you can authenticate

      1. Username and password - You need to provide username and password for authentication to process for SFTP.

      2. Key File - You need to provide username and security key to process for SFTP.

    5. Path : Enter or paste the path (URL), where you want to save the data.

  2. Click on ‘Test and Save’.

  3. Once all the details are valid and correct, it will get saved and the ‘storage page’ will reflect the same.

Once the storage account is created, you can either ‘Edit’ or ‘Delete’ the same.

5. Agent Setup - Agents

Agents are customer service or sales professionals that handle phone calls, or do manual calls to customers for companies. On this page, you will be able to either add new agents or can update the agents details.

Agent Details - In agent details, you will be able to see the details and configurations of the already created active agents. Here Dynamic as well as Direct Dial Agents will be shown.

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.

Agents (Dynamic)

Dynamic Agents are the agents that can use the Agent Login interface for receiving calls, to gather vital information about the user, submitting dispositions, view call history etc.

You can add dynamic agents in two ways -

1. Single Add Agent

To add any agent follow these steps

  1. Click on 'Add new agent'

  2. Enter the :

    1. Agent name - Name of the agent whom you are adding. It can be 35 characters long and all characters are included.

    2. Agent key - Give a unique Id to your agent so they can be recognize uniquely. An agent key can be of minimum 3 characters and maximum of 21 characters. It can include all alphanumeric characters with underscore, brackets and hyphen.

Agent Key - This Agent Key will act as an identifier to uniquely identify an agent in your Central Account, whether it's dynamic or direct dial agents. Examples of agent key are AG_01, A(01) etc.

3. Enable call recording - Enable the toggle switch if you want to record the agent in call.

4. Select the verification method and enter further details according to it. A verification method is basically for the agents to verify his/her details for signing up. The verification method can be

a. Passcode - The user will have username and need to verify using authentication code

b. Email - The user will have email ID and need to verify using email ID.

5. Finally, after entering all the details click on ‘save’ for adding agent.

6. Once you save the agent, then they will get added in the pending agent’s list.

→ 'Pending agent' means, the agent has not yet verified his/her account or has not yet signed up as agent.

7. Once the agent verifies his/her account, they will get shifted to ‘Active Agents List’.

2. Bulk Add Agents

Bulk Add means adding huge number of agents in one go. You can bulk add agents by following below steps -

  1. On agents page, click on ‘bulk add agents’

  2. Select ‘Add new agents’ and click on ‘Next’

  3. Click on ‘Download Template’ to download the template for uploading file of bulk add agents.

  4. Once you create a .csv file according to the template with all the details of agents, click on ‘upload file’ and select that file.

  5. Once the file is valid and selected, click on ‘upload’ to finally upload the file.

  6. As soon as the file gets uploaded, a detailed report file of uploaded data will get downloaded automatically. That downloaded report will contain individual status of the agent uploaded.

Update Existing Agents

If you want to update or edit some of the details of agent like assigned queues, agent group or call recording preference then you can use this option of bulk update. For bulk update, follow below steps -

  1. On Setup → Agent setup → Agents page → Click on ‘Add bulk agents’

  2. Select ‘Update or override Existing’ and click on next.

  3. Now two strategies will be available -

    1. 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

    2. 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.

  4. Select the strategy according to your need and click on ‘download template’

  5. Further upload a .csv file with the mentioned columns in template and click on ‘upload’

  6. 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 -

  1. 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 -

  1. Agent Login Option - There are four login options available for the agent. You can enable the login options for agents and then the agents will be able to login through those option only. The login options are as follows

    1. Mobile

    2. Landline

    3. Softphone

    4. Deskphone

  2. Allow Phone number masking - You can enable this field, if you want to mask the phone numbers of customers when the agent receives call.

  3. Manual Dial Configurations -

    1. Manual Call is basically when the agent enters customer’s number from the interface itself and then the selected outbound or dialer flow will get triggered.

    2. For that you can enable or disable this functionality and then further can select the flow for which you want to allow manual dialing to agents.

    3. If you have enabled ‘manual dialing’ then automatically a special break for performing manual calls will be added in the ‘pausecodes tab’, which will be non-removable. → When any agent wants to perform manual call then he/she can just enable that break and dial customer’s number.

  4. Add Whitelisted numbers - In this section , you can add some numbers (mobile/landline/deskphone) and the agents of agent group would be able to login from those phone numbers only. → To select whitelisted numbers,

    1. first enable 'allow login from whitelisted numbers'

    2. click on 'add numbers'.

    3. You can select adding method, i.e by input or uploading a file

    4. Select type of number - Mobile number, landline or deskphone

    5. Enter the number according to the type selected.

    6. If you want to enter range of numbers then you can enable it and enter the range (At max 1000 numbers can be added)

    7. Further click on save to save the numbers.

    8. On the agent login screen, agent will get a dropdown button of whitelisted numbers and from those numbers, the agent can login.

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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.

In this tab you can just add or remove the breaks which you have already configured in the breaks section.

To add/remove break, you can simply click on ‘+' or '-’ button respectively.

4. Agents

You can add agents in this tab for which you want these configuration.

You can select multiple agents and then click on ‘add selected’ to add the agents in the agent group. You can also select the header check box and 'select all' agents to add/remove agents.

Active Agents are the agents that are verified and are in active state while Pending Agents are the agents that are not verified yet but can be assigned to agent group so once they gets verified, they will get added to agent group.

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.

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