Choose Management Panel > Telephone Customer Service > Skill Group Management to create or add an agent account.
Click Edit and add a customer service account.
Step 3: Configure Inbound IVR
IVR provides various interactive voice response features. You can configure your own voice broadcast, key branch, etc. On the Management Panel, choose Telephone Customer Service > IVR Management.
Click Create, and select the Branch Navigation template to quickly create. (The branch navigation template provides keys after playing a prompt, and allocates the calls to different skill groups for service.)
Connect the transfer to agent node to the end node and configure the skill group. If the current account is used for testing, configure the current account to the skill group.
Note: If a parameter error is prompted, please check whether a skill group is configured for the transfer to agent node, whether all connections are performed, and whether the IVR name is unique.
Step 4: Bind a Phone Number to IVR
Choose Telephone Customer Service > Number Management, select the number that needs to be configured, and click Edit.
In Inbound Settings, select the IVR saved in Step 3, save and wait for 1 minute to take effect.
Step 5: Check Whether the Microphone Is Authorized
Click the lock icon in the browser address bar (upper left corner), check the permissions that the website has accessed, and check whether the computer is connected to a microphone.
Step 6: Start Receiving Calls
Note:
Before officially starting to receive calls, please ensure that you are the only one online in the skill group of the IVR transfer to agent node in the number configuration. Otherwise, the call may be distributed to other 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 it is not transferred to the configured agent's skill group, please go to the Management Panel - Service Records - View Details to check the inbound call trajectory and connection status.
Features in the Call Process
Rich features are provided during the call, such as:
SIP Phone Answering: Cloud Contact Center allows customers to connect the SIP landline phones they purchase with the agents on Cloud Contact Center, so that agents can make calls through their landline phones.
Routing and Assignment Strategy
Basic routing settings and specific priority allocation features are provided. This means that when the number of inbound calls exceeds the number of agents, the system can distribute inbound calls to suitable agents based on predefined rules.
Introduction to Features After Call Ends
Viewing Service Records: Cloud Contact Center provides service records related to calls, stored for free for 3 months by default. Enterprises can use the interface to pull the records to the local storage or use the push feature to download the service records to the local storage.
Recording Storage and Access: Cloud Contact Center provides full dual-track call recordings, stored for free for 3 months by default. Enterprises can transfer the recordings to Tencent Cloud COS for cloud storage. You can also use the interface to pull the recordings to the local storage or use the push feature to download the recordings to the local storage.
Customer Satisfaction Evaluation: Cloud Contact Center supports the satisfaction evaluation feature, that is, after a call is hung up or during the call, the system automatically plays a satisfaction evaluation prompt to the user side, and users can give a rating by pressing a key.
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