Sometimes you might need to change the call interaction plan used when a customer dials a particular number in your account. For example in a disaster situation you might need to divert calls to a standby call interaction plan, or when the office is closed you might want to divert calls to an announcement that provides information about office hours.
| Note |
|---|
| This feature only works with calls, not other types of interactions. |
Using the Dial In Config applet you can change the call interaction plan used very quickly, and remotely. Set up your different call interaction plans as normal and then create up to ten configurations in the Dial In Config applet. These configurations simply specify the applet that the call is routed to next. For information on the about Dial In Config applets, see see Dial In Config applet. Using a special telephone number you can choose the active configuration.
| Section |
|---|
| Column |
|---|
| In this very simple example, you can use the DialInConfig Dial In Config applet, DialInConf, to switch between three different configurations. - The first configuration, Branch: 0, is the default configuration and routes calls to the default ACD applet, Default ACD.
- The second configuration, Branch: 1, routes calls to an announcement, Out of
Office - Service Announcement, that tells callers that the call center is currently closed
and provides information on office hours. - due to an emergency situation.
- The third configuration, Branch: 2, routes calls to
an announcement, New Product Announcement, that tells callers that a new product is available. The calls are then routed to an applet, New or Existing Product select, that enables a caller to choose whether to speak to an agent about that new product or to proceed as usual. Calls are routed accordingly to either the New Product Expert ACD or to the Default ACD applet.- another ACD applet which distributes calls to an alternative team while the usual team attends an important staff meeting.
|
| Column |
|---|
|  Image Modified
|
|
To change the configuration remotely,call call the special phone number provided for this purpose, and follow the instructions you hear:
- Enter the telephone number and corresponding PIN number on your telephone keypad for which you want to change the configuration.
- Press the number on your telephone keypad that corresponds to the Dial In Config applet that holds the configuration you want to select.
- Press the number on your telephone keypad that corresponds to the configuration you want to use.
Now, when a call is made, the applet routes the calls to the applet specified in the selected configuration.
| Info |
|---|
| For information on about the telephone numbers to access the Dial In Config Update Service, see Useful telephone numbers. |