In the Self-Service module, administrators can create a self-service and set up the process. During a call, agents can directly initiate the created self-service process. Before creating a self-service, you must complete the configuration of Self-Service IVR.
Call Hold Play Settings
1. Go to the Cloud Contact Center management console, choose Telephone Agent > IVR Management in the left navigation bar to go to the IVR Management page. Click Self-Service IVR, and click New in the upper left corner of the page.
2. Enter the name of the self-service IVR, such as Automated Voice Broadcasting during a Call, in the upper left corner of the self-service IVR canvas.
3. Drag and drop the IVR module to the appropriate position in the canvas area according to your scene needs, connect the modules and fill in the corresponding information in each module (See Basic IVR Module for details). Each self-service IVR process must start with the Start module as the first module, and the End module as the last module.
4. After the configuration is complete, click Save in the upper right corner of the IVR canvas to return to the list of Self-Service IVR.
Starting and Testing the Self-Service
1. Go to the Cloud Contact Center management console, choose Telephone Agent> Self-Service in the left navigation bar to go to the Self-Service page, and click New in the upper left corner of the page.
2. In the dialog box that is displayed, enter the name of the self-service (For example: Self-Service Test 1), select the configured self-service IVR, turn on the status switch, and click OK to return to the self-service page. Then you can see the enabled self-service.
3. You can make inbound/outbound calls in the agent workstation. Click Self-Service in the call toolbar, select your created self-service from the self-service drop-down menu, and click Self-Service to call the preset process. After successful calling, you can click Return to Call.
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