This article looks at the first steps to setup an inbound telephony queue at a high-level. To get into the details of each module, please click the link to dive deeper into that module. The provided bullet points within each step are specifics to configure.
- Edit a Campaign. Otherwise, setup a new Campaign (link to article) and Save
- Template Parameters Tab: Confirm setup matches following:
- In "Campaign Management" window, select the Campaign name (do not click Edit button) and the "Campaign - Activities Management" window will appear below. From the list of Activities, click the + button for Take Calls
- Template Parameters Tab: Confirm setup matches following:
- Create a new Skill (link to article) for inbound call and Save
- Select Skill to open "Skill - Users Management" window and assign Skill to Agent by clicking + button
- Setup an Inbound Queue (link to article) and Save
- Call Routing Tab: Make sure correct Skill is chosen
- Announcements Tab: It is recommended to have Music On Hold. Refer to Sound article for uploading file to platform
- Create Routing Plan (link to article), select appropriate Tenant and Save
- Assign Phone Number (link to article) to correct Routing Plan and Queue, and Save
- New configuration is complete. To test, login as an Agent to view Inbound Channel