Telephony

By configuring this channel, users will be able to make and receive calls, establishing direct and effective communication with customers.

General

In this section, parameters related to the functioning of the channel are configured.

• Enable: Allows you to enable or disable the channel.
• WrapUp: This is the time in seconds that the agent will have after finishing an interaction. During this time, the agent will not receive or be able to create interactions in any campaign.
• Language: This is the language that will be used when playing audio, such as wait music or the welcome audio.
• IVR on End: You can select an IVR to be executed when an interaction ends. When the user hangs up, the customer will be automatically connected to the IVR. This IVR can, for example, be a customized satisfaction survey.
• Record: If enabled, incoming calls to the campaign's extensions will be recorded.
• Survey: If enabled, when the user finishes the call, the customer will be redirected to a satisfaction survey regarding the service received.
• Auto-Answer: If enabled, once a call is assigned to a user, it will be automatically answered without allowing the user to answer or reject the call themselves.

Incoming

In this section, the channel is configured to receive calls.

• Incoming Connector: Here, you must select a connector that will be responsible for receiving incoming calls to uContact. If you haven’t created one yet, you can create it from here by pressing the create icon.
• Incoming Numbers: Here, you must select the numbers assigned in the connector to be used in the campaign. Depending on the numbers you select, those will be the calls that enter the channel queue. For example, if the connector has the numbers 75735424, 24674956, and 424763591, and you select 75735424 and 424763591, all calls to those numbers will enter the queue. You can select as many numbers as you want.
• Strategy: Defines how interactions will be distributed among available users. See strategies
• Service Level: Allows you to set a desired maximum time in seconds for incoming interactions to be attended by a user. Then, on the campaign dashboard, you will be able to see the percentage of interactions that met this time. If the time is exceeded, it does not mean the interaction won’t be attended by a user; it just won’t affect the Service Level compliance percentage.
• Max Interactions: Indicates the maximum number of interactions that can be in the queue waiting to be attended by a user. If the maximum is reached, no interactions will enter until the number of queued interactions decreases.
• Weight: Allows you to set a weight value between 0 and 100. The higher the number, the more priority the campaign will have when assigning interactions to users. For example, if users are assigned to the campaigns Sales, Complaints, and Customer Service, and the Complaints campaign has a weight of 20 while the others have 10, there is a higher chance that when an agent becomes available, they will be assigned an interaction from the Complaints campaign.
• Wait Time: Sets the maximum time in seconds an interaction can be in the queue waiting to be attended by a user. After this time, the call will be automatically disconnected.
• Retries:
• Entry: This option determines if a customer can join the channel's queue. If all members of the channel are unavailable due to any condition specified in the options, the customer will not be able to join the queue.
  • Yes:
  • Paused: A member is considered unavailable if they are paused.
  • Penalty: A member is considered unavailable if their penalty is lower than the campaign’s maximum penalty, QUEUE_MAX_PENALTY.
  • In use: A member is considered unavailable if they are on a call.
  • Ringing: A member is considered unavailable if their phone is ringing.
  • Unavailable: Applies primarily to agent channels. If an agent is a member of the campaign but is not logged in, they are not considered a member.
  • Invalid: A member is considered unavailable if their device state is "invalid."
  • Unknown: A member is considered unavailable if the device state cannot be determined.
  • Wrap-up: A member is considered unavailable if they are in wrap-up time after hanging up a call.
• Exit: This option determines if a customer can remain in the channel’s queue. The availability of channel members is checked periodically while the customer is in the queue. If all members meet the specified conditions, the call will be removed from the queue and considered abandoned.
  • Yes:
  • Paused: A member is considered unavailable if they are paused.
  • Penalty: A member is considered unavailable if their penalty is lower than the campaign’s maximum penalty, QUEUE_MAX_PENALTY.
  • In use: A member is considered unavailable if they are on a call.
  • Ringing: A member is considered unavailable if their phone is ringing.
  • Unavailable: Applies primarily to agent channels. If an agent is a member of the campaign but is not logged in, they are not considered a member.
  • Invalid: A member is considered unavailable if their device state is "invalid."
  • Unknown: A member is considered unavailable if the device state cannot be determined.
  • Wrap-up: A member is considered unavailable if they are in wrap-up time after hanging up a call.
• Round Time in Seconds: Rounds the wait time announcement to the nearest seconds selected in this option.
• Agent Delay: The time in seconds that allows you to set a delay before the call connects with the user once assigned.
• IVR: Allows you to select a previously created IVR that will connect with the customer once the interaction enters the queue.
• Report Wait Time: If enabled, once the interaction is assigned to a user, before speaking with the customer, an audio will inform them of the wait time in the queue.
• Announce Wait Time: If enabled, while the customer is in the queue waiting to be attended, they will be informed of the time they have spent in the queue.
• Announce Position: If enabled, the customer will be informed of their position in the queue.
  • Frequency of Position Announcement: Allows you to set how often the position announcement audio will be played for the customer.
• Auto-Answer: If enabled, the call is answered internally and enters the channel's queue or, if an IVR is configured, it will enter it.
• Agent Auto-Answer: If enabled, interactions will be automatically answered when assigned to users.
• Blacklist: If enabled, when a call is received and it is detected that the customer’s number is in the blacklist, the call will be automatically disconnected and cannot connect with a user.

Sounds

• Periodic Announcement Frequency: Sets the frequency in seconds at which the periodic announcement audio will be played.
• Hold Music: Allows you to record or upload hold music audio to be played while customers are in the queue waiting to be attended. You must select the corresponding language for the audio and upload different audio for each language.
• Out of Hours: Allows you to record or upload an out-of-hours audio to be played when a customer calls and the campaign is outside operating hours. You must select the corresponding language for the audio and upload different audio for each language.
• Welcome: Allows you to record or upload a welcome audio that will be played when the interaction enters the queue. You must select the corresponding language for the audio and upload different audio for each language.
• Periodic Announcement: Allows you to record or upload a periodic announcement audio to be played while the customer is in the queue, with the frequency set earlier. You must select the corresponding language for the audio and upload different audio for each language.

TIP

If no audio is selected, the default audios will be used.

Outbound

In this section, the channel is configured so that users can make calls.

• Outbound Connector: Here, you must select a connector that will be responsible for making calls. If you haven’t created one yet, you can create it from here by pressing the + icon.
• Max Time: Sets the maximum time in seconds that the call will ring waiting for the customer to answer. After this time, the call will be automatically disconnected.
• Outbound Numbers:
• Blacklist: If enabled, when a call is made and it is detected that the customer's number is in the blacklist, the call will be automatically disconnected and cannot be made.

Try It!

In the "Try It" tab, you can simulate a real call to verify that the configuration is correct.

How to Test?

It’s very easy! You just need to enter any of the incoming numbers you configured in the "Incoming" tab in the phone field, then press the call button.

If the number is correct, the call will enter the queue and proceed according to the configuration, meaning it could enter an IVR if configured, selected audios will play, and finally, the interaction will arrive in the inbox, where you can attend to it.