Creating an Outbound Phone Code list involves:
|Active||Select the check box to put this code list into service.|
|Name (Required)||Enter a name for the new code list.|
|Description||Enter a brief description of the purpose of the code list.|
|Category||A category distinguishes multiple code lists, and attributes a code list to a specific group. For example, you can create categories for Sales, Support, Services, and more. You can then assign each code list to a particular category.|
In the Category list, do one of the following:
|Sort Order||Select the order in which the codes should appear in Agent Console:|
|Admin Notes||Type information that enables administrators to understand the purpose of the code list.|
|Primary Language (Required)||Select a primary language in which the codes are written. This information is required to create a list.|
Note: After saving the code list, you cannot change the Primary Language setting.
|Secondary Language||Select the languages to translate the codes to. This option allows you to set up codes in languages other than English.|
In the Codes tab, you can define individual status codes and assign them to an agent’s action or status change.
|Active||Select Active to activate the specific outbound codes.|
|Menu Text||Type the string that Agent Console displays when displaying the code.|
|Report Text||Type the string that Agent Console displays when listing the code in a report.|
|Short Code||Type the string that Agent Console uses when displaying the code's short identifier.|
|Calling Line Identifier||Determine the Calling Line ID for a call that selects the code.|
|Queue||Select an outbound Queue to channel the outbound call to. |
Note: When an agent selects the code before dialing out, the call channels through the outbound phone queue. Channeling an outbound call through a queue also changes the agent status to Busy, preventing any call offerings.
|Used||If an agent has used a code in their Agent Console, then Configuration Manager adds a check mark to that code and associated code groups in the Used column.|
After a code has been used, the code and its code group cannot be deleted.
The Translations tab allows you to translate codes from the primary language to the secondary language supported by Virtual Contact Center. You must specify a secondary language in the Properties tab to enable translation. This procedure is optional.
|Secondary Languages||Choose one of the secondary languages selected in the outbound codes Properties tab.|
When you select a secondary language, Configuration Manager changes the title of the Menu Text text entry area described later in this table.
|Primary Language||Read-only list of outbound codes descriptions in the code's primary language.|
|Menu Text (secondary language ID)||In the Secondary Languages list, choose a secondary language, and type the string in that language. The Agent Console displays the menu code in the secondary language.|
|Report Text||In the Secondary Languages list, choose a secondary language, and type the string in that language. The Agent Console displays the report text in the secondary language.|
|Short Code||In the Secondary Languages list, choose a secondary language, and type the string in that language. The Agent Console uses the short code when displaying the codes' short identifier.|
|Active||Shows the Active list of outbound codes.|
After creating the codes, choose the agent groups and specify individual agents within each group to assign the code list to. Use the Assignments tab for this purpose.
Note: An Outbound Phone Code list is not functional until activated and assigned.
You can edit or delete existing code lists at any time.
To edit an outbound phone codes list:
To delete an existing status code list:
Note: You cannot recover a deleted list.
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