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Inbound Setup
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Last updated: 2025-01-23 11:59:56
Inbound Setup
Last updated: 2025-01-23 11:59:56
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Prerequisite

This article will guide you through a few simple steps to receive a call.
1. Create Cloud Contact Center application
2. Add Agent Accounts
3. Bring you Own Carrier via SIP Trunk
Google Chrome is recommended for a better experience.

Step 1: Agent Workstation Sign In

Step 2: Skill Group Set Up

Management Panel > Telephone Agent > Skill Group Management



Click Edit to manage agent account




Step 3: Create your Inbound IVR

Interactive Voice Response(IVR) is to create your voice flow for you end users. Management Panel > Telephone Agent > IVR Management.



Click Create Button > Branch Navigation This template allows you to swiftly establish a workflow, while you can customize it to suit your business needs.



End your flow with Transfer Agent Node, assign a Skill Group in Node Setting.
Note: If returns error message, please check 1. Transfer Agent Node is filled with Skill Group info, 2. Link all nodes with lines, 3. IVR name is unique




Step 4: Assign a Phone Number to IVR

Telephone Agent > Number Management, click Edit to manage number detail.



Inbound Settings > choose an IVR, click save. Effective in 1 minute.




Step 5: Mic Authorization Check

Check your browser if microphone is turned on




Step 6: Ready to receive calls

Note:
Please ensure IVR - Transfer Agent setting is made, at least one agent in the skill group is online. Call will be directed to available agents.
Dial the configured number. After hearing the voice broadcast, you can input corresponding keys and choose to route the call to the current agent. Click the Answer button to start the call.



Note:
If agents have not received call notification, go Management Panel > Service Records > View Details to check.

In Call Features

Agent Call Features
Call Transfer to Skill Group/Agent
Call Hold and Mute
User Self-Service
For more features, please refer to Call feature overview.




Multi-device Answering

SIP Phone Answering: connect your sip phone on Cloud

Routing and ACD Strategy

If there are excessive incoming calls at the same time, our routing and allocation strategies can help you make your human resources limitless.




Post Call Features

Viewing Service Records: CDR records are stored for free for 3 months by default. You can either pull the records to local storage using API or use the push feature to download them.
Recording Storage and Access: dual-track call recordings stored for free for 3 months. Enterprises can transfer these recordings to Tencent Cloud COS for storage, or they can pull the recordings to local storage using the interface or download them using the push feature.
Customer Service Evaluation: allows users to provide feedback after a call ends or even during the call. System automatically plays prompt, users can interact by pressing keys.

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