Cloud Contact Center provides enterprise-level inbound call capabilities for business systems, including features such as IVR voice navigation, call queuing, inbound call pop-up, and customer satisfaction evaluation. If you wish to experience these features, please visit Demo Experience for a free trial.
This guide will help you quickly activate the Tencent Cloud Contact Center and implement its telephone inbound feature. Below is the process for configuring the telephone inbound feature; you can peek at the steps as needed based on your situation.
Operation Steps
Step 1. Create an application
1. Creating a Cloud Contact Center application requires an existing Tencent Cloud Account
The telephone feature of the Tencent Cloud Contact Center requires a telephone number for inbound/outbound calls. To connect ISP numbers to the Tencent Cloud Contact Center, please see Integration with Own Numbers.
2. Click Agent Management in the left navigation bar to configure customer service management. If you have any questions about the operation, please refer to Agent Management.
2. Choose Telephone Customer Service>Skill Group Management in the left navigation bar to go to the skill group management page. If you have any questions about the operation, please refer to Skill Group Management.
Step 5: Configure the IVR
1. Generate and associate the IVR.
2. Choose Telephone Agent > IVR Management in the left navigation bar to go to the IVR management page. Click Inbound IVR, and then click New in the upper left corner of the page.
The following is a case study of e-commerce order consultation scenarios, where the order number is collected by keypad, the order type is queried through API call, and the customer is routed to different service agents based on the order type. The following will introduce the usage scheme of all the modules in an inbound IVR.
3. Collect order information and query the order type. Relevant modules include: Number Collection, API Call, and Conditional Judgment.
Number collection
API Call
Conditional Judgment
The Number Collection module prompts users to input information via voice broadcast, and the user input information will be stored in the designated variable name ($orderid).
The number collection variable ($orderid) is passed as an input parameter to the third-party system interface for business processing, and the result is then injected into the subsequent IVR process in the form of output parameter ($type).
Maximum Number of Errors: The system will retry after an API call fails. This configuration sets the maximum number of allowed failures in the API call.
Timeout: The timeout period for each API call.
Default Value: In the event of an API call failure, the variable will be assigned a default value.
Note
In cases where all API calls fail, the system will automatically proceed to the next node.
API Request Address: Any customer URL accessible over the internet.
METHOD: POST
Content-Type: application/json;charset=utf-8
This module adds various conditional branches through configuration, and can be combined with business parameters injected in the parameter passing module for logical routing.
Default branch: This is a special branch that provides a fallback feature. If all branch logic fails, the system will proceed to the default branch.
4. Pre-sales orders are allocated based on working hours. If it is within working hours, inbound calls are transferred to pre-sales skill group for human service. After receiving service, customers can rate their satisfaction. If it is outside working hours, the number is transferred to an external line to get other people's service. Relevant modules include: Service Time, Transfer to Agent, Transfer to External Line, and Satisfaction Evaluation.
Service time
Transfer to Agent
External Line Transfer
Satisfaction evaluation
Working Hours Condition Module is used to set the working hours for the customer service agents. Depending on whether it is working hours or not, users can be led to different reception processes when they call in.
The Transfer to Agent module is used to transfer inbound calls to the corresponding skill group. The system will distribute inbound calls based on the status of service agents in the skill group and their priority within the group.
This module is used to transfer inbound calls to external phones.
Key Parameter
Description
Example
Label
You can define the name of this module
External Line Transfer
Prompt during transfer to external line
Waiting music during line transfer
You can select the system's preset waiting music
External Line Transfer Caller Number
The number used for outbound calls during the transfer to the external line. The drop-down menu displays a list of all the numbers that the system can use for outbound calls.
020-6624XXXX
External Line Transfer Contact Number
The external number that needs to be called during the transfer to the external line
010-7654XXXX
The satisfaction evaluation is typically used to collect user satisfaction information after a service interaction has ended.
Key Parameter
Description
Example
Label
You can define the name of this module
Satisfaction collection
Prompt
Prompt for guiding the user to conduct satisfaction evaluation
Please rate my service. Press 1 if satisfied, press 0 if not satisfied
Key Options
Key settings for satisfaction level
0: Dissatisfied
1: Satisfied
5. Other types. Relevant modules include: ASR Navigation, Branch Navigation, and Transfer to Extension.
ASR Navigation
Branch navigation
Internl Line Transfer
Enter different branch processes according to the recording keywords.
Key Parameter
Description
Example
Label
You can define the name of this module
Key Branch
Play Sound
Prompt for guiding the user to press keys
For pre-sales service, press 1. For after-sales service, press 2
Timeout prompt
Prompt when the user's reply key times out. In case of timeout, the previous module will be executed automatically
Your input has timed out. Please re-enter
Error Prompt
Prompt when the user presses an incorrect key
Your input is incorrect, please re-enter. If you enter incorrectly 3 times, the call will be automatically disconnected
Maximum number of errors
The maximum number of input errors allowed for the user. If the number of input errors exceeds the specified value, the call will be automatically disconnected
3
Timeout (Seconds)
Set the timeout period for the user reply
60
ASR Branch
Keywords that match the user's phone answer
Speech keyword: Transfer to agent
Enter different branch processes according to the user's keypress.
Key Parameter
Description
Example
Label
You can define the name of this module
Key Branch
Play Sound
Prompt for guiding the user to press keys
For pre-sales service, press 1. For after-sales service, press 2
Timeout prompt
Prompt when the user's reply key times out. In case of timeout, the previous module will be executed automatically
Your input has timed out. Please re-enter
Error Prompt
Prompt when the user presses an incorrect key
Your input is incorrect, please re-enter. If you enter incorrectly 3 times, the call will be automatically disconnected
Maximum number of errors
The maximum number of input errors allowed for the user. If the number of input errors exceeds the specified value, the call will be automatically disconnected
3
Timeout (Seconds)
Set the timeout period for the user reply
60
Key Branch
Match the user's phone keypad value
For pre-sales service, press 1. For after-sales service, press 2
The user dials the extension number and is transferred to the corresponding branch. Based on your extension number, set the extension number length in this module.
1. In Number Management, select the number you want to use for inbound calls and click Edit.
2. Choose Inbound Settings >
Inbound IVR, and click the IVR name that you want to bind, for example, "Inbound Call Test". Select it and click Confirm to complete the binding.
SDK Integration: Cloud Contact Center can be integrated into your business system as an agent to complete the call reception in your business system. For integration solutions, please see Solution 2: SDK Integration.
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