Step-by-Step Inbound Voice

Created by Jens Leijon, Modified on Mon, 14 Aug 2023 at 03:28 PM by Hannah Peters

This guide will walk you through the different steps you need to take to create an inbound voice queue. You can find the detailed guides to what all the settings mean and how to configure these linked throughout this guide.

This guide will briefly go through the following steps:

Create Agents

Go to Staff -> Agents to create a new Agent. Be sure to choose WebRTC as Typology.

In the agent settings you choose permissions and manage settings like:

  • Capacity per channel
  • If agent should be automatically paused when logging in
  • Auto answer settings
  • If Chanspy should be enabled (read more about Chanspy <here>)

Create a Queue

Go to Voice -> Voice Queues to create a new Queue. In the Queue settings you manage settings like:

  • Strategies (read more about Queue strategies <here>)
  • Agent Timeout
  • Weight (Priority)
  • Announcements
  • After Call Work

When the Queue is created you need to add the Agents who should be associated with the queue. Click Add Agent To Voice Queue in the top right corner:

Create Working Hours (Intervals)

Now you want to configure the opening hours for the queue. Go to Tools -> Intervals.
The Intervals are then added to the Inbound Route or IVR.

More detailed guide on creating Intervals <here>.

Create an IVR

If you want to route your customers to different queues based on menu options, or give information to the customer before entering the queue you need create an IVR - these are created under CallySquare -> Projects.

More detailed guide on creating IVR-projects <here>.

Create an Inbound Route

The Inbound route decides where to route an incoming call to a number or number series. Go to Voice -> Inbound Routes -> Actions.
If you have created an IVR with opening hours, menu options and queues you want to route the call to the CallySquare (IVR) project. If you haven't created an IVR you want to route the call to a Queue and choose the Interval (Working hours) in the Inbound Route.
More detailed guide on creating Inbound Routes <here>.

Create a trigger to open the customer card

When answering a call you can choose to open the customer card to show all customer details (if the contact already exists in the list connected with the queue). If it's a new contact the contact will be saved in the list keeping a "customer journey" with all interactions your company has with the contact.

Find detailed guide <here>.

Create Dispositions

To be able to choose Dispositions or outcomes of the calls (e.g. "Not interested", "Invoice question" or "Sales questions") you first need to add the trigger for the contact card. Then follow <this guide> to create your own Dispositions which the agents can choose between when closing a call. 

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