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. If you are adding DID for the first time then there would not be any DID in the table as shown below.

   

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.

   

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 !

1. 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.

2. 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 -

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 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)

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

   3. Enter the domain name in the Email From Parameter

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

   5. 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 -

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

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 -

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 your 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 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.

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.

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 - Verify the agent using a username and passcode. In order to complete the verification process of the agent, the agent must enter username and authentication code shown at this section on the sign up page. Once verified, agents can log in using username and password.

b. Email - Verify the agent using an email ID. A verification link will be sent to the specified email ID. Once verified, agent can sign up using email and password

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.

→ You will be able to generate a new passcode for the agents(if passcode expired) by clicking on the Refresh button in the actions column.

7. After adding agent, you must add that agent in any agent group. If you do not add any agent in the agent group then the agent would not be able to login.

8. 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 from your system.

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 and the status description with the failure reason in case the agent got failed to upload .

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 agents) 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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Impact on Agent Login -

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.

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.

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.

Queues act like a funnel where the calls are redirected to.

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 -

1. Queue Number: A unique queue ID for each queue is automatically allocated at the time of queue creation.

2. 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.

3. 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.

4. 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.

5. Queue Join Announcement: This announcement is played before the call is allocated to any agent in the queue. The user has two options:

   1. to not play any announcement - no announcement will be played when the customer enters the queue (before call is allocated call)

   2. to always plan an announcement - an announcement will be played as soon as the customer enters the queue (before call is allocated call)

6. Enable Call Recording: Enabling call recording allows the you to record the incoming calls to a particular queue.

7. 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.

2. Call Allocation Logic

This tab mainly focuses on the calls that are coming in the queue like-

Timing and Agent Option

1. Ring Strategy : The logic to be followed for allocating call to various agents. There are four strategy supported.

   1. Least Recent - The agent who was least recently called in queue is forwarded the call.

   2. 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.

   3. 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.

   4. Provided - Only the preferred agent mentioned during call list upload or in the ‘transfer call widget’ will be approached.

2. Max Queue wait time(in minute) : The time after which the customers waiting in the queue will get disconnected.

3. 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.

4. Retry Time (in seconds) : This is the time for which the system has to wait before connecting to other agent.

5. Agent Announcement : Announcement played to agent before the agent gets connected with the customer.

6. wrap-up time (in seconds) : This is how many time should be given to agent after a successful call before assigning another call.

7. 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.

8. Average Handle Time (in seconds) : A notification will be send to agent if, he exceeds the average handle time (AHT).

   

Capacity Options

1. Maximum Callers : You can set maximum number of callers, that can wait in the queue at the same time. Put '0' if you want unlimited.

2. Number of agents to dial : The maximum number of agents that will be approached if no agent gets connected one after the another. If the maximum limit is reached, then the it will move to forward in the flow. Put '0' if you want unlimited.

Configure Prompts

In this section, you can assign different prompts for different fields as follows -

1. No agents logged in : When the call is transferred to queue but no agent is logged in. You can select “Always” and click on ‘browse’ to select any prompt or TTS to play when no agent is logged in.

2. Agents are on pause : When the call is transferred to queue but all agent are paused. You can select “Always” and click on ‘browse’ to select any prompt or TTS to play when all agents are on pause.

3. No agents answered the call : When the call is transferred to queue but no agent answered the call. You can select “Always” and click on ‘browse’ to select any prompt or TTS to play when no agents answered the call.

4. Force hangup by supervisor : When the customer and agent are on call but supervisor suddenly force hangups the call. You can select “Always” and click on ‘browse’ to select any prompt or TTS to play when there is force hangup by supervisor.

5. Reached Max wait time : When the call is transferred to queue but max queue wait time is reached. You can select “Always” and click on ‘browse’ to select any prompt or TTS to play when maximum wait time is reached.

6. Handle waiting customers when business hours are over : When the call is transferred to queue but it is after business hours.

   1. Allocate to agents - The calls after the business hours will be allocated to the agents.

   2. Disconnect the call - You can select a prompt to be played and then the call will get disconnected.

Other Services

1. Service Level (in seconds) : Used for service level statistics i.e calls answered within service level time frame.

3. Business Hours

1. 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

   1. 24 X 7

   2. M-S 9AM to 9PM : Monday to Saturday from 9AM to 9PM

   3. M-F 9AM to 9PM : Monday to Friday from 9AM to 9PM

   4. M-F 9AM to 5PM : Monday to Saturday from 9AM to 5PM

   5. Custom : You can customize your business hours, according to your need. You can also select different slots for different day of the week.

2. 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.

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 -

CRM Details on agent login interface

In this section you can add flow variables having user details with its title, which will be fetched from the webhook and the agent will be able to see that user details on the screen whenever there is any on going call.

→ To configure user detail fields, just click on ‘Add new fields’ and enter the ‘title’ and then its ‘flow variable’ (stored in webhook).

Impact on Agent Screen -

On the agent UI, when the agent is on call and if the CRM details are configured then the agent would be able to see that details in the ‘webhook section’ as shown below. If the agent needs to modify that details then he can click on edit icon and can update the detail.

User Input on Agent Login Interface

In this section, you can configure the parameters which you want to show the details provided by the user on the IVR to the agents on the agent interface for their reference.

Note : For that you need to store the user input in some flow variables in the flow.

→ To configure user detail fields, just click on ‘Add new fields’ and enter the ‘title’ and then its ‘flow variable’

Impact on Agent Screen -

On agent UI, the agents would be able to see the inputs given by the user in the IVR in the ‘customer details’ section.

Scripts on agent login interface

In this section you can configure multiple scripts, that you want to show your agents for reference on the agent screen. To add script, you can click on 'add new script' and give the script a title as well.

Impact on Agent Screen -

On agent UI, the agents would be able to view the scripts configured in the queue section as shown below.

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.

Disposition

You will be able to add or remove disposition for this particular queue. Once you add dispositions, the agent will be able to see this dispositions when there is any on going call and the agent can enter details according to the disposition.

Additional Fields

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.

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.

The agents can view dispositions on their interface while they are on the call and for some time after the call (according to the configuration in the queue) so they can fill this details of customers.

You can click on ‘Add disposition’ to add new disposition. Once you click on ‘disposition’ a modal screen will get appear, in which you need to configure following things -

1. Disposition Name - The name which you want to give to your disposition and the agent will see on the interface.

2. Sub Disposition Type - The type of input which you are expecting in disposition. The type can be

   1. 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

   2. Number : The input of disposition can be only numbers

   3. 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

   4. Date : The input can be only date. The agents can select a date as input.

   5. Date and time : The input can be date and time. The agents can select a date and time as input.

   6. Email : The input can be only be Email . The agents can enter only email ID.

3. Validation for - Select the validation to be applied on length/regular expression

4. Assign Flow - You can enable this if you want to trigger any outbound flow on any customize number

   1. Select Flow , which you want to trigger

   2. Trigger at :Select the instance when outbound flow needs to be triggered,

      1. Immediately after the call ends - Outbound call will be triggered immediately after the first(main) call ends

      2. Selected by agent - Time for the second call to be triggered will be selected by the agent from the Central Agent Interface

   3. 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)

   4. Allow Custom Number : Allow the agent to enter a custom variable where the outbound call will be triggered

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.

To add any break,

1. Click on ‘Add Break’

2. Give that break a name like lunch break, tea break etc.

3. Set the time for that break

4. Click on save and its done.

5. 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.

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.

Direct Dial Numbers are the phone numbers of the agents to which the customer calls will be transferred from the queue and the agents that are having that numbers are call direct dial agents.

So if you have selected ‘Direct Dial Numbers’ in ‘Allocate Agents’ of any queue, then you will be able to see the direct dial numbers configured in this page and as soon as the customer is transferred to the queue, based on the strategy, any one direct dial number will be chosen and the call will be transferred to that number.

You can also enable or disable the call recording for that particular direct dial number.

You can manually add direct dial numbers or bulk add numbers with Agent key (A unique key to identify agents). On clicking on ‘Bulk Add’, you will be able bulk upload direct dial numbers by uploading a .csv file.

1. Click on ‘Add bulk direct dial agents’

2. Select ‘add new agents’
   

   

3. Download template for file upload

4. Select a valid file and click on upload.

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

1. On Call Center setup → Direct Dial Numbers → 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 to agents. Append will not affect the current Queues of the agent.

   2. Update: Use this mode to update the Queues 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, set the Queue value as '-, it will remove all Queues.

      

       

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.