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Practical Tutorials for Inbound Calls

Last updated: 2024-07-04 16:38:05
    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
    2. Visit the Cloud Contact Center console to create an application.
    Note:
    If you have any questions about the operation, you can refer to Creating and trying out a Tencent Cloud Contact Center application.

    Step 2: Configure the number

    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.

    Step 3: Configure customer service

    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.
    
    
    

    Step 4: Configure the skill group

    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.
    Note
    Before use, please complete the phone registration.
    
    
    

    Step 6: Bind the number to IVR

    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.
    

    Step 7: Configure agent answering method

    SaaS Workbench Answering: Agents go to the Cloud Contact Center console for reception. For operational procedures, see Answering Calls and Making Outbound Calls (via Web).
    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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