Versions Compared

Old Version 5

changes.mady.by.user Helen Griffith

Saved on

compared with

New Version 6

changes.mady.by.user Helen Griffith

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

How do I configure breakouts?

...

  1. Create an Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet, or edit an existing ACD or UCD applet. For information about creating or editing an applet, see Creating an applet or Editing an applet. A new or existing ACD or UCD applet appears.

  2. In the Voluntary Breakouts section:

    • Specify when the breakouts are available. In the Breakout Available list, click one of the following options:
      • Click Always to enable the callers to use the breakout keys at any time.
      • Click First (or Second or Third) Retry to enable callers to use the breakout keys only after ContactWorld plays the first (or second or third) announcement.
    • Determine whether ContactWorld should keep the caller's position in the queue after breaking out. This option is only available for applets with Skills Based router behavior type. Select or clear the Maintain position in queue if re-entering after breakout check box as appropriate. If you select the check box, if a call re-enters the same UCD applet after a breakout, the call enters the queue in the same position as when it was previously in the queue. If, after the breakout, the call enters a different UCD, the setting has no effect and the call enters at the back of the queue.
    • Specify the applet that ContactWorld must route the call to if the caller presses a breakout key. In the Breakout Key Press 0 list, click the name of the target applet. Repeat for Breakout Key Press 1 to Breakout Key Press 9 lists as required.
  3. Continue to configure the applet as required. For information about the fields in the applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.
  4. To save your changes, click Update.

Optionally configure an announcement either in the ACD or UCD applet, or in a separate Announcement applet, that announces the available breakout options. For information about the Announcement applet, see Announcement applet. Include the Announcement applet, if configured, in your interaction plan.

Now, if a caller presses one of the configured breakout keys, ContactWorld routes their call to the corresponding applet.

No Agents Breakout

To configure a No Agents Breakout, perform the following steps:

...

Now, if no appropriately skilled (where relevant) agents are logged in to answer calls, ContactWorld routes call to the applet in the No Agents Logged In Applet list.

Queue length breakout

To configure a queue length breakout, perform the following steps:

  1. Create an Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet, or edit an existing ACD or UCD applet. For information about creating or editing an applet, see Creating an applet or Editing an applet. A new or existing ACD or UCD applet appears.

  2. In the Queue Settings section, specify the queue length settings. Settings include the applet that ContactWorld must route a call to if the queue length exceeds its maximum length:

    • Clear the Unlimited Queue Length check box.
    • In the Maximum Queue Length box, type the maximum queue length.
    • In the Maximum Queue Next Application list, click the name of the target applet. If you do not select an applet and the maximum queue length is exceeded, the call ends.
  3. Continue to configure the applet as required. For information about the fields in the applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.
  4. To save your changes, click Update.

...