How to Configure Web Call?
I. Registered Account
1.register the account on the www.easiio.cn front page and log in to the background configuration IVR. after registration.
II. Configuration IVR
IVR (Interactive Voice response) interactive voice response is a powerful telephone automatic service system, which can synthesize voice by pre-recorded or TTS text-to-speech technology. IVR is voice advanced into IVR processing, in the case of unable to solve customer problems into manual seats.
▪ Manage Call Center Shift: according to the use of demand, customer service according to the time to schedule, create schedule, and then enter the details of the revised schedule.
Description:
1.Click "Advanced configuration"-> "Manage call Center Shift" to enter the interface.
2.Click "Create" to create the schedule, as shown below.
Description:
1.Name, Start time, End time are required.
▪ Create Queue: users can create multiple queues, set up customer service personnel in the queue, select the required queue rules to create queues, the queue can add and delete online customer service and other attributes.
Description:
1.Click "Advanced configuration"-> “Queue” to enter the interface.
2.Click "Create" to create a new queue.
Description:
1.Sample queue name: XXXX @ easiio (easiio: inconsistent per org)
2.Queuing strategy: calls are queued in related queues.
▪ Create Agent: Add and delete online answer Agent.
Description:
1.Click "Advanced configuration"-> "Agent" to enter the interface.
2.Click "Create" to create a new Agent.
Description:
1.Can set up the account under the current Organization as Agent.
▪ Create Call Center Shift: Add and delete the Agent added to the corresponding queue in the corresponding schedule, and can view the status of any Agent modification.
Description:
1.Click "Advanced configuration"-> "Call Center Shift" to enter the interface.
2.Click "Add Agent" to add customer service, as shown below.
Description:
1.can put the Agent created above in the created queue and side by side in the corresponding shift.
Description:
1.Added Agent, click "Updata Status" to update customer service status ( Available /On Break / Logged out).
Description:
1.Click "Update Tier" can set "Set level"、"Set Position"、"Delete Tier" and Add Tier.
▪ Visual IVR： Set up web chat voice chat, or text (web page, SMS) automatic response process and content, web chat can set text, files, pictures, video, forms and other functions, is a function that can be expanded through API.
▪ Visual IVR configuration process is as follows:
Description:
1.click on" Advanced configuration" -> "visual IVR" to enter the interface.
2.Click "Create" IVR.
Description:
1.The name and version are required.
Description:
1.After creation, click "Config" to configure the IVR process.
2.Click on the right "modify" or "delete" IVR file.
3.Can be imported to upload IVR configured files directly.
4.Configured IVR files can be saved locally or shared by clicking download.
5.Click the "Visual IVR Guide" to view IVR configuration steps.
Description:
1.If there is a multilevel menu, click add XX menu to configure (from bottom to top).
2.If you need to collect user input, click "Select" to configuration gather.
3.If you do not need to collect user input, you can directly click on the "Action" to configure.
Description:
- Click the plus sign under the drop-down box to enter the configuration gather interface.
- The contents of "PromptText" and "AlertText" are configured as above (using TTS to convert text to voice, and "AlertText" if not filled in, no voice).
Description:
1.Each representation in the configuration gather means as shown above.
2.Click "Cases" to configure gather key matching operation.
Description:
1.The specific key matching action type is shown above (if the next menu is not specified, it can not be filled in).
2.IVR actions are: play ,dial, enqueue,voicemail, sms,curl, goto menu, answer,hangup. Specific configuration requirements are as follows:
Description:
1.When the action = play, the configuration requirements are shown above.
2.Play: Use this action to edit text in IVR to play voice content in voice response.
Description:
1.As action = dial, configuration requirements are shown above.
2.Dial: use this action to call the specified number in the IVR.
Description:
1.As the action = enqueue, the configuration requirements are shown above.
2.Enqueue: use this action to enter the customer service queue, and customer service online communication.
Description:
1.As action = voicemail, configuration requirements are shown above.
2.Voice mail: use this action to leave a voice message directly to the designated number.
Description:
1.As action = SMS, the configuration requirements are shown above.
2.SMS: use this action to send a message to the specified number (the receiver number is the United States number).
Description:
1.As action = Curl, the configuration requirements are shown above.
2.Curl: IVR return to play voice according to jump link.
3.Curl returns 4 types of operations, IVR can return play/dial/sms/jump( need to fill in this format link).
Description:
1.As the action = answer, the configuration requirements are shown above.
2.Answer: answer calls, background does not need to manually configure "answer ", Ui will automatically add.
Description:
1.As the action = hangs up, the configuration requirements are shown above.
2.Hang up: hang up unconditionally.
Description:
1.When the action = goto menu, Continue to execute the specified next level menu.
▪ Web Call and Chat Config: configuration specifically for web chat and call settings, connect the web chat plug-in with a certain call flow, use this interface to configure the online customer service answering number, etc.
Description:
1.Click "Admin" -> "Web Call and Chat Config" to enter the interface and click "Create" to start configuration.
Description:
1.The called account can choose "access to IVR number" or fill in "common number" by yourself.
2.The interface can be configured to call only (ITR file can be empty) or call and chat.
Description:
1.This interface can bind or unbind any IVR configuration file.
III. Experience IVR effects
1.Click "View" under the effect in "Admin" -> "Web Call and Chat Config" to experience the effect of the configured IVR.
