Telephony Channel Configuration

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

Prerequisites

Before configuring the Telephony channel, make sure you have:

• Campaign created: you must have at least one campaign created where you can configure the channel. If you don't have one yet, you can create it through the following campaign creation guide.
• Telephony Connector: you need a Telephony connector previously configured. Check the connectors guide if you haven't created one yet.

General

In this section you can configure the basic parameters of the channel.

• Status: allows you to enable or disable the channel. If disabled, interactions cannot be managed through the channel.
• WrapUp: is the time in seconds available to the user after finishing an interaction. During this time, they will not receive interactions from any campaign. Usually used to finish tasks related to the interaction, such as finishing filling out a form, dispositioning, etc.
• Language: allows you to define the language that will be used when playing audios. For example, when playing the welcome audio or the out of hours message.
• Record: if enabled, incoming calls to the campaign's extensions will be recorded.

Automations

In this section you can configure the different types of IVRs to use in the channel.

• IVR on start: allows you to select a previously created IVR that will connect with the customer once the interaction enters the queue.
• IVR on finish: allows you to select an IVR that will be executed when finishing an interaction. When the user hangs up the call, the customer will be automatically connected to the IVR. This IVR, for example, can be a personalized satisfaction survey.
• IVR after timeout: allows you to select an IVR that will connect with the customer automatically if the maximum configured time is exceeded without being attended.

Inbound

In this section the channel is configured to receive calls.

• Inbound connector: select the connector that will be used to receive incoming calls to the campaign. If you haven't created one yet, you can do it from here by clicking on the + icon. If you have questions about how to create and configure the connector, you can use the following connectors guide.
• Inbound numbers: select the numbers configured in the connector that will be used in the campaign to receive calls. Only calls to those numbers will enter the channel queue. For example: if the connector has the numbers 75735424, 24674956 and 424763591, and you select the first two, only calls to those numbers will reach the campaign.
• Strategy: select how interactions will be distributed among available users. See strategies. We recommend choosing the strategy that best suits your business operation.
• Service level: establishes the maximum desired time in seconds for an interaction to be attended. The campaign dashboard will show the compliance percentage. If the configured time is exceeded, the interaction can still be attended, but it will only affect the Service Level metric that can be viewed from the campaign dashboard.
• Max. interactions: maximum number of interactions that can remain in the queue waiting to be attended by a user. Once the limit is reached, new interactions will not enter until space is freed in the queue.
• 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 CustomerService, and the Complaints campaign has a weight of 20 and the others have 10, there will be more probability that when one of the users becomes available, they will be assigned an interaction from the Complaints campaign.
• Maximum ring time: maximum time in seconds that the call will remain ringing to the assigned user before moving to the next one, according to the strategy defined in the campaign. Once this time is exceeded, the call will move to the next available member on the list.
• Wait time: maximum time in seconds that an interaction can remain in the queue. After that limit, the call will be automatically disconnected.
• Entry: this option establishes under what conditions a customer can join the channel queue. If all channel members are busy or unavailable according to the selected conditions, the customer will not be able to enter the queue.
  • Yes: allows entry without restrictions based on user status.
  • Paused: a member is not considered available if they are on pause.
  • Penalty: a member is not considered available if their penalty level is lower than the maximum configured for the campaign.
  • In use: a member is not considered available if they are currently on a call.
  • Ringing: a member is not considered available if their device is ringing.
  • Unavailable: a user is not considered available if they are not logged into the system.
  • Invalid: a member is not considered available if their device status is "invalid".
  • Unknown: a member is not considered available if the device status cannot be determined.
  • Wrap-up: a member is not considered available if they are in wrap-up time after finishing a call.
• Exit: this option decides if a customer can remain in the channel queue. Member availability is checked periodically while the customer waits. If all members meet the specified conditions (none are available), the call will be removed from the queue and considered abandoned.
  • Yes: allows customers to remain in queue without restrictions.
  • Paused: a member is not considered available if they are on pause.
  • Penalty: a member is not considered available if their penalty level is lower than the maximum configured for the campaign.
  • In use: a member is not considered available if they are currently on a call.
  • Ringing: a member is not considered available if their device is ringing.
  • Unavailable: a user is not considered available if they are not logged into the system.
  • Invalid: a member is not considered available if their device status is "invalid".
  • Unknown: a member is not considered available if the device status cannot be determined.
  • Wrap-up: a member is not considered available if they are in wrap-up time after finishing a call.
• Round time in seconds: rounds wait time announcements to the selected multiple (0, 10, 15, 20 or 30 seconds). For example, if you select 15 and the customer has been waiting 23 seconds, the announcement will say "30 seconds".
• User delay: time in seconds that allows you to set a delay before the call is attended by the user once it is assigned.
• Report wait time: if enabled, once the interaction is assigned to the user, before being able to speak with the customer an audio will indicate the customer's wait time in the queue.
• Announce wait time: if enabled, while the customer is in the queue waiting to be attended, they will be told the time they have been in the queue.
• Announce position: if enabled, the customer will be told their position in the queue to be attended.
  • Position announcement frequency: interval in seconds between each repetition of the position in queue audio.
• Auto-answer: if enabled, the call is answered internally and enters the channel queue or if there is an IVR it will enter it automatically.
• User auto-answer: if enabled, when interactions are assigned to users, they will be automatically answered.
• Blacklist: if enabled, any interaction from a number included in the Blacklist will be finished automatically without connecting with a user.

Sounds

In this section you can configure the audios that will be played during calls, customizing the customer experience while they wait in queue or when the campaign is out of hours.

• 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 an audio with the hold music that will be played when customers are in the queue waiting to be attended. You must select the corresponding language and you can upload one audio per language. If no audio is uploaded, the system's default hold music will be used.
• Out of hours: allows you to record or upload an audio that will be played when a customer calls and the campaign is out of hours. You must select the corresponding language and you can upload one audio per 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 and you can upload one audio per language.
• Periodic announcement: allows you to record or upload an audio that will be played while the customer remains in the queue, with the frequency configured previously. You must select the corresponding language and you can upload one audio per language.

About sounds

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: select the connector that will be used to make calls. If you haven't created one yet, you can do it from here by clicking on the + icon. If you have questions about how to create and configure the connector, you can use the following connectors guide.
• Maximum time in queue: sets the maximum time in seconds that the call will ring waiting for the customer to answer. After that time, the call will finish automatically.
• Outbound numbers: select the numbers that will be used as caller ID for outbound calls in the campaign, that is, the numbers that customers will see when receiving calls.
• Blacklist: if enabled, when a call is made and the customer's number is in the Blacklist, the call will finish automatically.

Let's test!

In the Test section you can simulate a real call to verify that the configuration is correct.

Important considerations!

The test section will be available once you have saved the channel configuration.

How to test?

It's very easy! You must enter in the phone field any of the inbound numbers you configured in the Inbound section and then click the call button.

If the number is correct, the call will enter the queue and will perform the procedure according to what was configured, that is, it can enter an IVR if configured, the selected audios will be played, etc. and finally the interaction will arrive at the Inbox, from where any channel member can attend the interaction.

Important considerations!

• Connectors: Before configuring the telephony channel, we recommend that you already have the necessary inbound and outbound connectors created.
• Multi-language audios: You can configure different audios for each language. The system will play the corresponding audio according to the language selected in the general campaign configuration.
• IVR vs Welcome audio: The welcome audio is a simple message that is played at the beginning, while the IVR allows interactivity with the customer (select options, enter data, etc.). If both are configured, the welcome audio will be played first and then the IVR.
• Distribution strategies: The chosen strategy will determine how calls are assigned among available users. Make sure to select the strategy that best suits your business model.
• Service Level: This metric does not affect call handling, it only serves to measure service quality in dashboards.
• Blacklist: The Blacklist applies to both incoming and outgoing calls if enabled in both sections.
• Tests before production: Always use the test function before putting the configuration into production to make sure everything works correctly.

Frequently Asked Questions

What happens if I don't configure an IVR?

If you don't configure any IVR, calls will enter directly into the wait queue and will be assigned to available users according to the configured strategy.

Can I have different inbound numbers for the same campaign?

Yes, you can select multiple inbound numbers. All calls to any of those numbers will enter the same campaign queue.

What is the difference between "Entry" and "Exit"?

• Entry: determines if a customer can ENTER the queue when calling.
• Exit: determines if a customer who is already IN THE QUEUE can continue waiting or will be expelled.

Do audios need to be in a specific format?

Yes, audio files must be in WAV format to avoid issues when playing them.

What happens if the maximum interactions in queue is reached?

New calls will not be able to enter the queue until space is freed by handling existing interactions.

How does Wrap-up affect user availability?

During Wrap-up time, the user will not receive new calls in any campaign, allowing them to finish administrative tasks related to the previous call (dispositioning, filling out forms, etc.).