Call settings and features

The call settings page can be found at Settings > Call.

Call details

The call settings page controls all global settings for your environment. Many features, like call recording have per-queue settings, but require that the feature is enabled globally on this settings page.

Note: Click Set Call Details at the bottom of the page to save the following settings.

Use calls

Turn the Use Calls toggle to On to enable calls.

Turning the toggle to OFF will disable ALL CALLS.

A WARNING confirmation screen will appear. Click YES if you are sure you want to disable all calls.

Note: If this was previously enabled and is then disabled, an email is sent to all Admin users with an alert that the Call channel has been disabled.

Phone numbers

See Phone number management for more information about managing your list of phone numbers.

Emergency calling (US only)

To enable this feature, contact your support team.

Call details

Option	Description
Call Recording	Use Call Recording. Record Callback Outbound Calls. Enable Call Recording Redaction for agents. Play Call Recording Messages. Record Agent Initiated Outbound Calls. Enable Call Recording Redaction for agents. Play Call Recording Message. Ask User Permission To Record. Recording Message Sequence: Select one of two options: Play Ask Permission to Record message before Call Recording message. Play Call Recording message before Ask Permission to Record message.
Leave Ongoing Calls with 3rd Parties	Select this option to enable agents to leave a call with a 3rd party without disconnecting the call. Notes: This option must be enabled if over capacity or Automatic redirection is to be followed for call transfers. If call recording is enabled, the recording will continue for the duration of the call with the 3rd party; however, once the agent leaves the call, the remainder of the call between the consumer and the 3rd party is redacted.
Scheduled Calls	Specify the minutes that an agent will be pulled out of the queue and assigned to a scheduled call before it takes place. See Scheduled calls.
Scheduled Call Expiration	Expires a scheduled call if the assigned agent does not take the call. See Scheduled calls.
Unanswered Call Expiration	Call is ended (fail reason "Failed (Expired)") when an inbound call remains unanswered in queue for a set duration from 30 to 1440 minutes. Note: This setting is used for incoming calls and overcapacity callback calls.
Unanswered Transferred Call Expiration	Expires all unanswered transferred calls and unanswered deflected callbacks in queues when the wait duration in the queue reaches the time configured. The timer starts when the call is transferred to the destination queue.
Call History	Select this option to enable this feature for all agents. This option is disabled by default. If selected, agents will see a list of the calls completed in the last 30 days and associated metadata such as time stamps, call duration, and disposition notes in the Call Adapter. Agents will also be able to choose to call the end-user back. For more information, see the Agent Call Adapter user guide.
Hold Time Counter	Select the option to show the hold time counter on adapter while the call is on hold to the agent. Hold time is not carried over for transferred calls.
Fallback IVR navigation (No IVR selection from end-user)	If a customer reaches your queue and does not select any options, you can choose the path they are directed to. Set the number of times the IVR menu will repeat, then the action after the menu is repeated. Select the first available menu: Of the options given to the caller, this option automatically places them in the first menu option available to them. Select the last available menu: If the caller does not make a selection after the selected number of repetitions, this option automatically places them in the previous menu. Direct to voicemail: The customer will be redirected to voicemail. End call: The caller will be disconnected. Select a specific menu: The caller will be routed to the menu of your choosing. Select your menu language, then choose from the available options.
IVR - End User Dial '0' Behavior	Choose routing when 0 is dialed: Dialing '0' moves user back up one level in IVR: If there are multiple menu levels, the caller will be routed to the queue one level back. Dialing '0' transfers user to another queue: The caller will be transferred to the queue selected in the search field. Setting can be done globally per-language by using the language drop-down. Dialing '0' results in no action by the IVR: The IVR won't respond when a caller presses 0. Enable queue level Dial '0' override behavior: When enabled, dial '0' behavior can be set per-queue, from Settings > Queue.
Custom Callback Number Option	When the callback option is enabled in Call settings: Overcapacity deflection & caller announcements, the caller may want to be called back on another number than the one they have dialed in from, or may not have a caller ID. Enabled this feature to allow the caller to enter their preferred phone number to receive the callback call.

After applying any changes to this section, click Save Call Details.

Phone numbers

Each call center can have many phone numbers for inbound and outbound calls. We will guide you through adding and configuring the phone numbers which are provisioned for your contact center.

Inbound default and specific routing options

Default behavior

If CCAI Platform has configured a number for your contact center environment the number will default routing to the top of the queues. If you have multiple languages, numbers will default to the language selection message.

Specific IVR inbound routing

If you have a line that is specific to a particular customer type or marketing promotion, Direct Access Points can be used to direct phone calls to that specific point in the queue. Direct Access Points can also be used for languages so that one number can be published for Spanish and that phone number will direct specifically to the top of the Spanish queue.

Outbound default and specific assignment options

Default outbound caller ID

By default, your contact center has one outbound number, which can be configured using the following instructions.

Outbound caller ID configuration options

When operating different brands or locations from your CCAI Platform environment, use multiple outbound numbers so that agent outbound calls show the appropriate outbound number when calls are placed. There are two places for an Admin to make these configurations:

1. Setting up phone numbers to the phone number settings.

2. Configuring outbound numbers for each queue in the queue settings.

Agents have options for specific outbound numbers based on their queue assignments, or can be configured to not have options at all and will always dial outbound from the phone number which is set by the administrator. For more information, see Phone number management.

Requesting new phone numbers

Contact Support and include the following information about your preferences:

• Number type: Toll-free, National, Mobile, Local

• Location of number

• Number preference details about number structure or patterns

Pre-session SMS Deflection

Pre-session SMS Deflection allows for more effective channel use and a speedier support experience for callers. Pre-session SMS Deflection lets you to offer SMS chat support as an alternative option for IVR callers before the call is connected to an agent. This feature is configured at the IVR queue level and can be offered to callers conditionally based on the estimated wait times.

Callers who opt-in for the SMS deflection will respond to an incoming SMS to continue their support session over an established SMS. Once the SMS is successfully delivered, the call will be terminated automatically.

Note: This product will support SMS in English (US) language only and available for the IVR channel only. Prerequisites

In order to enable the Pre-session Deflection, you must have the following:

• A valid CCAI Platform account with Admin role assigned

• A valid Legacy, Pro, Enterprise, or Digital License Package

• A valid subscription for CCAI Platform IVR Support with IVR enabled

• A valid subscription for CCAI Platform SMS Support enabled with a valid queue structure

• The SMS must be functional (agent assigned)

Basic configuration

Do the following procedures, in order:

• Enable pre-session SMS deflection
• Enable and save the pre-session SMS deflection offer and opted-in messages
• Enable and save the pre-session SMS deflection greeting message
• Configure pre-session SMS deflection for a specific queue

Enable pre-session SMS deflection

1. Go Settings > Call.

2. Go to the Pre-session SMS Deflection section and click the toggle to the on position.

Enable and save the pre-session SMS deflection offer and opted-in messages

1. Go to Settings > Languages & Messages.

2. Go to Audible Messages > Pre-session SMS Deflection.

3. In the Pre-session SMS Deflection Offer Announcement message box, enter or upload the global audio message that will announce the availability of the SMS Deflection as an option for IVR callers.

Message Example: Thank you for calling us. Your estimated wait time is @{ESTIMATED_WAIT_TIME_IN_MINUTES}. An agent will be happy to help you over SMS. To continue this help session over SMS message, press 1. To speak to an agent, press 2.

1. In the Pre-session SMS Deflection Opted-in Announcement message box, enter or upload the global audio message that will acknowledge the consumer's choice to opt for the SMS Deflection as an alternative to the current IVR call.

Message Example: You've chosen to continue this session over SMS. An SMS message with the next steps is sent to the phone number you are calling from. Stay on the line and when the session is successfully converted to SMS, this call will be automatically terminated.

2. Click Apply to save the messages.

Enable and save the pre-session SMS deflection greeting message

1. Go to Settings > Languages & Messages.

2. Go to SMS Messages > Pre-session SMS Deflection.

3. In the Pre-session SMS Deflection Greeting message box, enter the global SMS message that will be sent to the consumer after they have opted for the SMS deflection.

Message example: Hi @{END_USER},

Thank you for opting to continue your help session over SMS. A representative will be joining this conversation shortly. Meanwhile, let us know how can we help you today

4. Click Apply at the bottom of the SMS Messages section to save the message.

Configure pre-session SMS deflection for a specific queue

Note: This setting is only available for a leaf queue.

1. Go to Queue Settings > IVR.

2. Click the leaf-queue that you want to configure. For this step, you must use a leaf-queue (the lowest level queue) so that Pre-session SMS Deflection is available as a settings option on the right-side panel.

3. On the Queue Settings side panel, go to the Pre-session SMS Deflection section.

4. Click the Expand button to view the Pre-session SMS deflection section. The Pre-session SMS Deflection section is displayed.

5. Click the Configure SMS Queue Settings link.

6. In the SMS Queue selection field, search and select the destination SMS queue where the consumers will be deflected when they opt-in for SMS deflection.

7. Click Save to save the SMS queue selection.

8. Click the Back to Settings link. The Pre-session SMS deflection section is displayed with the updated SMS queue selection.

9. Switch the Enable session deflections to SMS channel toggle to ON.

10. Click the Set Pre-session SMS Deflection button. The Pre-session SMS Deflection feature is now enabled for the specific IVR queue.

Optional configurations

Scenario 1: Trigger the pre-session SMS deflection only when the estimated wait time is over a certain time limit for a specific IVR queue.

1. Navigate to the Pre-session SMS Deflection configuration page of the IVR queue where you want to set up the Estimated Wait Time limit.

2. Under the Conditional Settings section, select the Estimated Wait Time limit over which the Pre-session SMS Deflection must be triggered.

3. Select the Enable Pre-session SMS Deflection checkbox.

4. Click Save.

The Pre-session SMS deflection will now be triggered in the specific IVR queue only when the queue estimated wait time exceeds the set threshold when enabled.

Scenario 2: Announce custom, queue-specific \ audible messages.

1. Navigate to the Pre-session SMS Deflection configuration page for the IVR queue where you want to set up custom audible messages.

2. Go to Messages and Announcements > Audible Messages.

3. Select the checkbox of the audible message that you want to customize for the specific IVR queue. The message configurations are displayed.

4. In the message configurations, enter or upload the audio message that will be announced to the IVR callers for that specific queue.

5. Click Save. The Pre-session SMS Deflection feature will now announce queue-specific custom audible messages for the specific IVR queue when enabled.

Scenario 3: Announce custom, queue-specific pre-session SMS deflection SMS message when a caller opts in for SMS deflection.

1. Navigate to the Pre-session SMS deflection configuration page of the IVR queue where you want to set up the custom SMS message.

2. Go to Messages and Announcements > SMS Messages.

3. Select the checkbox for Customize Pre-session SMS Deflection greeting message

4. In the message configurations, enter the SMS message that will be triggered for consumers of that specific IVR queue when they opt-in to using SMS messages instead of IVR support.

5. Click Save.

Flexible inbound call handling

The flexible inbound call handling feature gives Agents the flexibility to manage inbound call sessions using the Agent Adapter. Agents can select the CRM account and CRM record the session should be associated with during the call or during wrap-up.

Account or Record selection

CCAI Platform temporarily stores all events/info/data that happen during the call until an Account or Record is assigned either by an Agent or by the system. The system automatically makes a selection following the standard rules for Account or Record choice if the Agent doesn't assign a selection. Then, once the Account or Record is assigned (either automatically or by an Agent), the data is pushed to the selected CRM record.

More details:

• Users can map specific fields of matching results to display in the Agent Adapter UI.

• The agent's selection of account or record is preserved in the drop-downs when moving from call screen to wrap-up screen. If the agent has not assigned an account or record but has made the selection in the drop-downs, that selection will be assigned once the call or wrap-up ends (based on the configuration).

• The system will always create a new account and record for Anonymous calls (hidden Caller ID).

• When a call is escalated from Voice Virtual Agent to a Human Agent, the UI is presented to the Human Agent.

• This feature is NOT available when an agent listens to a voicemail.

Transfers

When a call is transferred from Agent 1 to Agent 2, Agent 2 can select the account or record unless Agent 1 has already made the selection. In this case, Agent 2 will see but not edit the assignments made.

Recovery Calls

If an agent assigns an account or record and then uses the Hang up and Callback option, the adapter will show the previous account or record selection.

Mobile and Web SDK calls

If the caller's phone number is not available, but User email or User ID is passed using the SDK, then the record drop-down is available.

Available session types

This flexible inbound call handling UI will show when the call session is one of the following types: Voice Inbound (IVR), Voice Callback (Web), Voice Scheduled (Web), Voice Inbound (Mobile), Voice Inbound (IVR using Mobile), Voice Scheduled (Mobile), & Voice Inbound (API).

CRM integration behavior

Since this feature allows agents to select the record or account for the sessions to be associated with during the call and during wrap-up, the CRM integration behavior is impacted.

When data is sent:

• The CRM record creation will be delayed until the Account or Record assignment is made by the Agent or by the system.

• Once the assignment is made, CCAI Platform will push any data to the record in the CRM.

Agent UI

CCAI Platform uses the caller's phone number or UID to lookup the matching Account and Record, presenting the Agent with any matching options.

Default selection and options

If there are one or more matching accounts, the account drop-down will be preloaded with the most recently created account.

• The agent can also select another account OR Create a new account option if enabled.

• If there are no matching accounts, Create a new account is the only option. This cannot be disabled.

Salesforce-specific configuration options that impact available options

If Attach CCAI Platform Sessions directly to the account lookup object option is enabled in Settings > Developer, then the record drop-down is hidden.

If the Leads lookup object is selected, then the record drop-down is hidden.

Default selection and available options

If Append call or chat session to the latest open case in the same leaf queue option in Case Creation Details is enabled, the latest open record in the same leaf queue is preloaded.

When Also append to closed records in the same leaf queue, when closed with the last _ days is enabled, the latest record in the same leaf queue is preloaded.

The agent can also select Create a new record OR the agent can select another record.

If there are no open records for the selected account, the record drop-down is prepopulated with the Create a new record option. This cannot be disabled.

If Append call or chat session to the latest open case in the same leaf queue option in Case Creation Details is disenabled, the default selection is New Record.

Assign button

The Agent must apply the account or record selection by clicking the Assign button.

Until Assigned is clicked, the Agent can freely select different accounts and records.

Once clicked, CCAI Platform associates the account or record with the session and starts pushing data to the record. This assignment cannot be changed in the Agent Adapter, but can likely be changed manually in the CRM depending on your CRM settings.

CCAI Platform Portal configuration

1. Go to Settings > OperationManagement.

2. Go to the Inbound call section and mark the checkbox next to Prompt agents to select account and record (when applicable) to enable this feature.

3. Click Allow agent to select "Create a new account" option even when matching accounts are detected if this option suits your organization's needs. The "Create a new account" option is always available if there are no matching accounts.

4. Mark the checkbox to allow Agent to have access to Not Create a Record.

   Recommendation: Restricted access to this option as CCAI Platform is unable to retroactively retrieve information lost if a record is not created in your CRM (due to an agent selecting this option resulting in the agent not creating a record).

5. For the Automatically select account and record option, select if you want the system to automatically assign the account or record when the call ends, or after the call wrap-up ends.

   If auto wrap-up for calls is disabled, "when call ends" is the only available option.

Agent experience

The Agent's available options rely heavily on the CCAI Platform portal configuration as well as which records and accounts match the incoming call session. Review the Feature Details and Agent UI sections for variables.

1. When a call comes in, the agent will be presented with options to:

   look up and select from matching account(s) to create a new account

   select an existing matching record(s), or create a new record.

2. Once selections are made, click Assign.

If disposition codes or notes are also enabled, the agent will see the flexible inbound screen first, then the Disposition & Note selection UI.

Custom UID Support for IVR

By default, CCAI Platform uses the ANI (incoming phone number) to look up the contact object in your CRM. Once there's a match, CCAI Platform then displays an existing CRM ticket or opens a new ticket based on your environment settings. In the case that you don't have phone numbers stored in your CRM, or prefer to use a Unique ID (UID) for this contact lookup instead, CCAI Platform can deliver the same seamless experience.

Example use cases:

• Phone numbers are not stored in your CRM.

• Your system's UID is more accurate than the incoming phone number within your specific system configuration.

Steps to configure

1. Contact Support to start the setup process and provide API details.

2. Support will work with you to configure this experience and test the configuration is returning the correct UID.

Call Settings: Overcapacity deflection & caller announcements

When there are no agents available and wait times are high, Admins can configure various experiences for consumers.

The Call Settings page enables the following settings, and the Languages and Messages page offers the configuration for voice recordings or Text-to-Speech prompts that are required after certain settings are enabled. Be sure to add the appropriate messages once announcements or deflections are enabled.

After hour deflection

When After Hour deflection is enabled, calls will be deflected based on the specific operation hours for the queue or language the caller has selected or has been routed to. There are multiple options you can offer callers once this setting is enabled.

Overcapacity deflection

Overcapacity deflection threshold will be reached when a call is placed in queue and is not answered within the set amount of time ("Deflect calls in a particular queue if wait time in the queue is > [set duration]") AND when the estimated wait time is greater than the set amount of time, the caller will be offered from the selected deflection options.

Caller messages: the Overcapacity message will play, then the Overcapacity Options message plays one time. If nothing is selected, "keep waiting" will be auto-selected, If the Keep Waiting option is selected, the options will repeat at the set interval.

Estimated Wait Time (EWT)

For more information about how CCAI Platform calculates the estimated wait time prediction and how to enable an estimated wait announcement see Estimated Wait Time Prediction.

Agent call messages and notifications

You have flexibility based on your individual contact center environment to change how often the agent hears call alerts, what the alert sounds like, and also options for more detailed audible call announcements. See the Agent Call Messages and Notifications.

Order of caller announcements

CCAI Platform has many options that might or might not be enabled for your environment. If you are using all of the following features, all announcements will be played. If you aren't using overcapacity, or CSAT, or call recording, those specific messages will be skipped.

1. Overcapacity deflection message (if enabled)

2. Estimated wait time announcement (if enabled)

3. Connecting Message

4. Record a Call Message (if enabled)

5. Pre-Call Notification of CSAT survey (if enabled)

6. Any other messages (if applicable)

7. Wait Time SMS consent voice readout (if enabled and "keep waiting" is selected)

CCAI Platform Portal configuration

This section explains configuration options in CCAI Platform.

Universal caller announcement intervals

Announcements such as Overcapacity, CSAT, and Estimated Wait time are set with one global setting.

1. Go to Settings > Call.

2. Go to Caller Announcements.

3. Set the duration in minutes and click Set Caller Announcements to save.

Enable overcapacity deflection

1. Toggle IVR - Enable Overcapacity Deflection to On to deflect customers calling in using IVR when the wait time in queue is greater than the specified duration set in the next step.

2. Set the duration a caller should wait in queue before hearing overcapacity options. The duration is set by the Universal Caller Announcement Intervals timer.

   Note: Overcapacity deflection threshold will be reached when: A call is placed in queue and is not answered within the set amount of time. When the estimated wait time is greater than the set amount of time, the call will be deflected instead of placing the call in the queue.

3. Click the Mobile and Web SDK - Enable Overcapacity Deflection toggle to the on position to deflect customers reaching out using Mobile and Web channels when the wait time in queue is greater than the specified duration.

Select mobile and web SDK call deflection options

When selected, visual options will be displayed when either outside of operating hours or when the estimated wait time is higher than the set Overcapacity threshold. The regular Call or Chat options won't appear in the UI and the options you select in this section will be the only options available.

• After Hours Deflection: Deflects customers by presenting alternative options. See After Hour Deflection for Calls and Chats for details.

• Overcapacity Deflection: When the estimated wait time is greater than the overcapacity threshold, the selected options will be presented.

  • Scheduled Call: Option for the consumers to schedule a time to request a callback. See Scheduled calls.

  • Email

    • Web SDK: gives the customer the email address to contact.

    • Mobile SDK: default email app is launched with:

      • Email address in the "To" field.

      • Data like app version and device type call be added to the email body.

      • Subject "Support for [queue path]".

    • Email address is set in Settings > Support Center Details.

  • Phone Number: Only for mobile. Deflects consumers to another phone number. Shows as "Call now" and displays the number the phone will be dialing.

  • Voicemail: Only for mobile. Allows customers to leave a voicemail. Shows as "Leave a callback message." Voicemails will be delivered to agents assigned to the selected queue menu for calls.

IVR call deflection options

• After-Hours Deflection: During the set hours in Support Center Details, calls will deflect to the selected option. See After Hour Deflection for Calls and Chats.

• Overcapacity DeflectionWhen enabled, the "Overcapacity Deflection" and "Overcapacity Deflection Options" messages will play, as well as specific recordings for options like "Overcapacity Deflection Callback Option." When you add or remove options, be sure to update the message that lists the options callers have, otherwise, callers won't know the new options exist. These messages can be configured in Settings > Languages & Messages.

  • Queue: Deflects callers to another queue when the Overcapacity threshold is reached.

  • Phone Number: Deflects caller to another phone number.

  • Voicemail: Allows caller to leave a voicemail. Agents assigned to the queue that was called will be alerted of new voicemails.

    • Optional setting to limit the number of voicemails left by a consumer. CCAI Platform looks to see if a voicemail is already left from the incoming number and can block new voicemails from being recorded. When enabled, configure the TSS or upload a custom greeting in Settings > Languages & Messages | Deflection to Voicemail option - Request Already Placed Message.

      • Limit consumer to 1 voicemail per queue: a consumer could leave a separate voicemail request on a separate queue.

      • Limit consumer to 1 voicemail request across all queues: voicemail option not available if an unattended voicemail is already left form the phone number.

  • Callback: The customer can choose to receive a callback retaining their place and priority in queue. The system will call the phone number they used to dial in when they are next in queue and the call will be routed to an agent the same as a standard incoming call. To allow callers to customize their callback number, see Custom callback number.

    Timeout behavior: If the caller selects the callback option and the queue goes into after hours before the call is answered, the caller waits until the call times out based on the Unanswered Call Expiration set on the same Call Settings page. See Call settings: Call details.

    • Optional setting to limit the number of callback requests placed by a consumer. If a callback request was already placed from the incoming number, new callback requests will be blocked. When enabled, configure the TSS or upload a custom greeting in Settings > Languages & Messages | Overcapacity deflection callback option - Request Already Placed message.

      • Limit consumer to 1 callback request per queue: a consumer could leave a separate callback request on a different queue than the first request.

      • Limit consumer to 1 callback request across all queues.

  • Keep Waiting: Allows caller to continue waiting in the queue.

    Note: When multiple options are selected in settings, the caller will be prompted with the selected options and able to choose one selection.

Click Set Deflection to save the settings.

Custom callback number

When a caller leaves a voicemail or selects the overcapacity callback option, CCAI Platform will use the phone number from which they dialed. However, sometimes a caller wants to be called back on another number. For example:

• The consumer called at work and would like to be called on their personal phone number.

• The consumer is calling from a blocked number.

• The consumer is calling from an office, where the outgoing number does not reflect their extension.

CCAI Platform will prompt the caller to enter their phone number, communicate the number with your CRM, and facilitate the callback as usual.

Feature specifics and expected behavior

This section describes the expected behavior for each available feature.

Blocked or unknown caller behavior

CCAI Platform checks for blocked numbers and automatically triggers the custom callback flow.

Overcapacity callback

• The consumer is prompted to leave a phone number to receive the callback call.

• If the caller leaves a valid number, they will receive a callback call when they are next in the queue.

• If the caller does not leave a valid number, they won't receive a callback call since there isn't a number to dial to reach them.

Voicemail

• The caller is prompted to leave a phone number to be called back on before leaving a voicemail.

• If the caller enters a valid number, they will be prompted to leave a voicemail.

• If the caller does not enter a valid number, the call will end as there is no number to dial to reach them after the voicemail is received.

CRM behavior for non-blocked callers

When a call comes in, the new number is recorded in the CRM record. After CCAI Platform looks for the contact based on the incoming phone number, 3 possible actions will take place.

• No contact with a matching phone number is found.

  • CRM will create a new contact.

  • Incoming phone number is added as the primary number on the contact.

  • Post comment in the CRM record.

    • Incoming Phone Number: <Phone Number>.

    • Callback Number: <Phone Number>.

• Existing contact with a matching phone number is found.

  • Existing contact is updated.

  • Incoming phone number is added as the primary number on the contact.

  • A comment is posted in the CRM record.

    • Incoming Phone Number: <Phone Number>.

    • Callback Number: <Phone Number>.

• Multiple existing contacts matching the phone number.

  • The CRM and CCAI Platform will find the most recently created contact.

  • The incoming phone number is added as the primary.

  • Post comment in the CRM record.

    • Incoming Phone Number: <Phone Number>.

    • Callback Number: <Phone Number>.

Custom callback call

Overcapacity Callback: Checks for the number entered and uses the custom callback number if entered.

Voicemail: Once the agent has listened to the voicemail, they will be given the option to call the consumer back, and the entered custom callback number will be used

What happens when a consumer hangs up before completing the flow?

• Consumer hangs up without leaving or confirming a phone number and the incoming phone number is not blocked.

  • The system will call the consumer back with the incoming phone number.

• Consumer hangs up without leaving or confirming a phone number and the incoming phone number is blocked.

  • Consumer won't receive a callback call.

International callers

When entering the callback number, the consumer does not enter the country code. CCAI Platform will gather the country code:

1. Based on the phone number the consumer is calling from.

   • The call-back number is interpreted as [the country code (extracted) + the consumer entered number].

2. If the phone number is blocked and therefore the country code not available, the country code is taken from the IVR number the consumer called into.

Examples:

• If a consumer dials a UK number from a UK phone and does not enter UK country code [44], the number will be stored with +44 and the callback call will take place as usual since the correct number is stored.

• If the number is blocked, and the caller is calling into a UK number from a phone number with a US country code, the callback won't take place since there will be an incorrect number stored for the caller [UK +44 (extracted from inbound IVR number + consumer entered number].

Valid and invalid numbers

Once the caller enters the phone number, CCAI Platform checks for the validity of the number. If it's not valid the consumer will be asked to enter the number again.

For US numbers: number must be 10 digits.

International numbers: after the country code is determined, phone number validation is run based on the number format of that country.

CCAI Platform Portal configuration

This section explains configuration options in CCAI Platform.

Default messages

There are 2 messages that are not customizable and will be played during the custom callback flow. The messages will be translated into all languages and use the Text-to-Speech voice specific to each language.

Phone Number Confirmation Message

If the phone number <Phone Number> is correct, press 1 to confirm. If that number is not correct, press 2 to try again.

Phone number invalid

Sorry, that number won't work, please try again.

Upload custom messages

1. Go to Settings > Languages & Messages.

2. Go to the Custom Callback Messages section.

3. If you are using Voicemail, record the 3 voicemail greetings.

4. Record the following 3 greetings for callback calls.

5. Repeat for any other languages you have enabled.

6. Click Apply after updating each language.

Configure Custom Callback

All blocked or unknown numbers will automatically be prompted to enter a custom callback number.

Enable for all callers and set retry threshold

Follow these steps to enable the feature when any caller selects overcapacity callback or leaves a voicemail.

1. Go to Settings > Call.

2. In the Custom Callback section, check to enable "Allow consumer to leave a custom call back phone number" if you would like every caller to get the option to leave a different number than the number from which they are calling when:

   -Leaving a voicemail.

   -Selecting the callback option for overcapacity.

3. Set the number of times a consumer can try to leave a phone number before the system times out and ends the call. If the number entered is invalid, the consumer will be asked to try again.

4. Click Set Call Details to save.

Phone number management

Phone number management settings offer you the ability to configure outbound calling preferences. The following list outlines available options:

• Store and label numbers for easier recognition.
• Give agents the ability to set a favorite outbound number or choose from a list of other assigned numbers when making calls.
• Allow end-users to reach specific agents or sales representatives through their individual assigned numbers.
• Automatically include the outbound phone number used for a call in the default comment that is sent to the CRM system.
• Specify which countries or area codes are allowed or blocked for each phone number.
• Locate an entry in the list by Phone Number, Label, or Assigned Queue.
• Browse entries page by page with a maximum of 100 per page.

Add a phone number

1. Go to Settings > Call > Phone Numbers.

2. Click Phone Number Management.

3. Click Add a Number.

   1. Add a phone number including the + country code.

   2. Check this box if this the global outbound number. Default global numbers will be used when any call is made outbound from an agent that is not configured with a specific number and will be available to all agents for outbound dialing.

   3. Add a label that will clearly distinguish this number from others and click Save.

4. Once the number is saved, click Verify all Unverified Numbers, and the status should change to Verified. This process checks to make sure the phone number has been configured for your CCAI Platform environment.

   Note: Some exceptions apply. Reach out to support if you have issues.

5. Repeat steps 3-7 for all other phone numbers that you want to set up as Outbound calling options.

Allow or deny international calls

By default, all countries are allowed for international calling. The following settings allow you to specify which countries are allowed or denied for each phone number. You can also restrict specific area codes and phone numbers.

After this international calling configuration is set at the phone number level, you can manage user-level access. See Add and view users for more information.

1. Go to Settings > Call > Phone Numbers > Phone Number Management > + Add Number. You can also modify an existing number by clicking the pencil icon on the right-hand side of the screen.

2. Select This number is restricted to call certain country codes only.

3. You can specify whether your agents are allowed to call all countries, area codes, and phone numbers by default. This is a global setting and will affects all agents. Clicke either Allowed or Denied. If allowed, all agents will be able to make all international calls unless they are affected by a rule (set in the following step). If denied, no agents will be able to make international calls unless they are affected by a rule.

4. Click Add a rule. You can choose from the following:

   * **Country code**: Select the country from the menu.
   * **(Optional) Area code and phone**: Enter area codes and phone numbers.
   * **Rule**: To apply to this rule, select *Allow* or *Deny*.
   * **Agents affected by this rule**: Select which agents will be
       affected. *All* selects all agents, otherwise you can search for
       individual agents by name.
   * **Save**: Saves the rule to the rules table.
   * **Cancel**: Discards the rule.
   

5. After rules are added, you can click the three dots menu to the right of the rule to edit or delete it.

Assign numbers to queue menus

1. Go to Settings > Queue and select IVR or Web.

2. Select a queue, then go to the bottom of the settings on the right until you see the Outbound Phone Numbers Settings.

   Note: If the outbound numbers are set for a Top-level queue, all sub-queues will acquire the same number setting unless specific settings for the sub-queue are made.

3. Select and set the number you would like to show when outbound calls are placed from this queue or from agents assigned to this queue.

   Select a phone number from the list of numbers you have set up in the previous steps.

   Click Add Number.

   Click Set Outbound Numbers.

4. The phone number is now saved and will be used as the outbound number for calls from this queue and will show in the queue set up page next to each assigned queue. In this case, since the setting was for a parent queue, the sub-queues also have the same outbound number setting.

   1. If multiple numbers are added to the queue, a default number must be set.

5. Repeat steps 1-4 for any other queues which will have specific outbound numbers.

Phone number selection in the Agent Adapter

When an agent clicks on the dial option of the adapter, they will now see a drop-down of the default Global Outbound number as well as any other outbound numbers which are associated with the queues to which they are assigned.

Agents can also favorite one number so that it shows by default when dialing outbound.

1. From the agent adapter, click Dial.

2. From the number drop-down, select a number from the available options.

3. Click star icon to favorite an outbound number option.

Search by phone number or label

You can locate an entry on the Phone Number Management page using the Search Phone Number box at the top of the page. You can search by phone number, label, or assigned queue.

1. Type your entry into the Search Phone Number box.

2. Click the drop-down menu next to the search bar to designate which field you want to search.

3. Click back into the search box and hit Enter.

Multi-language support

When using multiple languages, the languages must be marked as Live on the Languages and Messages page to appear in the language drop-down for agents. If the language is not Live, the number will still appear but will show in reporting as the default language, English.

Estimated wait time announcement for calls

Estimated Wait Time (EWT) Announcements use a calculation to predict the wait time until a caller is connected with an agent. The announcement plays for IVR calls.

Feature details

• When enabled, Estimated Wait Time is announced when the caller enters the queue using a custom audio file and Text to Speech voice.

• Option to have the announcement repeat or only play one time at the start of the call.

• The Estimated Wait duration is capped at 300 minutes. If the actual wait time is longer than 300 minutes, the announcement won't go higher than 300 minutes.

• TIP: If you'd like callers to hear deflection options immediately after the wait time notice, enable both Estimated Wait Time and Overcapacity Deflection. Callers will hear the estimated wait time, then hear overcapacity options, as long as Overcapacity Deflection is enabled with at least one option.

CCAI Platform Portal configuration

This section explains how to configure this feature in CCAI Platform.

Enable EWT announcement

1. Go to Settings > Call.

2. Enable Estimated Wait Time by toggling to On.

3. Select if the announcement should repeat or only play once. The interval at which it will repeat is set by the Universal Timer at the top of the section.

Customize announcement

By default the estimated wait announcement will be announced using a TTS voice: "Thank you for calling, your estimated wait time is @{ESTIMATED_WAIT_TIME_IN_MINUTES}." To customize the message follow these steps:

1. Record a custom audio file that leaves room at the end for the system to fill in the variable for what the estimated wait time will be announced as.

2. Go to Settings > Languages & Messages.

3. Click Upload in the Estimated Wait Time section.

4. Click Apply to save.

Call experience flows

• Call Flow experience for different call types

  • Overcapacity Deflection

    • IVR

    • Mobile

  • Afterhours Deflection

    • IVR

    • Mobile

  • Recording Per Queue Option

  • Temporary Redirect per IVR Queue

  • Credit Card Over IVR

Scheduled calls

Rather than waiting in queue for an agent, give consumers the option to select a time that works for them to receive a call from an agent. Scheduled calls can also be enabled for after hour or overcapacity deflection and are available when using the Mobile or Web SDK.

Details

With the CCAI Platform Web, or Mobile SDKs, a consumer selects the scheduled call option and is presented with a list of open time slots in 15-minute increments.

• Before the scheduled time (duration is configurable), an agent will be assigned to the call to ensure the call takes place at the scheduled time.

• If no agents are available to be assigned, the call will wait in queue and be assigned as soon as an agent is available.

• When scheduled calls are enabled for queues with Cascade groups:

  • If available, an agent from the highest level group will be assigned the calls first, then the next group in the standard routing order.

  • If no agents are available to be assigned, the call will wait in queue and the first available agent from any cascade group will be assigned.

Mobile SDK

Once the time selected is reached, the consumer receives a call using VoIP in the app and SmartActions will be available. If the consumer doesn't pick up the Mobile call, CCAI Platform will then place another call out to the consumer using a standard outbound (PSTN) call. During the PSTN fallback call, SmartActions won't be available. If the consumer doesn't pick up, the call is marked as finished.

Web SDK

Once the time selected is reached, the consumer receives a PSTN call to the phone number provided when the scheduled call was initiated. SmartActions are not available for Web SDK Scheduled calls. If the consumer doesn't pick up, the call is marked as finished.

For UI and details about the agent and consumer experience, see Scheduled calls.

Schedule call timeslot logic

The scheduling model is static and calculates how many calls can be scheduled for a specified period of time, using the following logic:

• Agent availability calculation.

  • Total Slots Available per 15 min interval = 2 x Total Number of Agents assigned to the Queue.

• Operation hours.

  • Time slots must be in the operation hours of the queue.

  • If out of operation hours, time slots for the following day will be offered.

• Estimated wait time (EWT).

  • Based on the current Estimated Wait Time calculation, consumers will only see time slots that start after the duration of the EWT.

  • Since time slots are in 15-minute increments, the next slot will be 15 minutes after the EWT duration.

  • For example, if it's 1 pm and EWT is 35 minutes, the first time slot will be 1:45 pm.

CCAI Platform Portal configuration

This section explains how to configure this feature in CCAI Platform.

Global settings

1. Go to Settings > Call.

2. Set the Scheduled calls which controls the duration of a countdown timer an agent will see before getting assigned to a scheduled call. If the value is set to 0 minutes, the agent gets assigned the call at the time of the call and won't see a countdown timer.

3. Set the Scheduled Call Expiration: sets the threshold for a scheduled call if no agents are available at or after the selected scheduled call time or if the assigned Agent does not pick up the call.

   Example: Consumer's scheduled call time is 12:00 and all agents are on calls. If the expiration is set to 15 mins, the scheduled call will be in queue to be assigned to an agent until 12:15. If no agents are available during the 15 minutes, the call will expire and the consumer who scheduled the call won't receive a call.

4. Click Set Call Details to save.

Enable scheduled calls for after hour deflection

When your hours of operation dictate that live calls cannot be delivered, you can enable the option for the consumer to be able to select a time slot to receive a call when your operation is open the next day. See Support Center Details - Hours of Operation Settings for details.

1. Go to Settings > Calls.

2. Go to the Caller Announcements section.

3. Toggle to On to enable after hours deflection.

4. Mark the checkbox next to Scheduled Call.

5. Click Set caller announcements to save.

Enable scheduled calls for overcapacity deflection

Overcapacity is active when the wait time threshold is met. You can enable the option for scheduled calls to show as an overcapacity option so that consumer can request a call back at a time in which the agents should be available. See Call Settings: Overcapacity deflection & caller announcements for more details.

1. Go to Settings > Calls.

2. Go to the Caller Announcements section.

3. Toggle to On to enable Overcapacity deflection.

4. Mark the checkbox next to Scheduled Call.

5. Click Set caller announcements to save.

Call recovery features

Once a call is connected to an agent, if that call fails or is unexpectedly ended from the agent's side, then the call will go into a call recovery flow. Depending on the type and duration of a failed call, the call recovery can either be automatic or manually initiated by an agent.

Why calls are unexpectedly ended or dropped

1. Agent closes active tab or browser in the middle of the call.

2. Network issues on the Agent's side, for example, Wi-Fi drops, or bandwidth maxes out.

3. Network issues on the caller's side.

Mobile SDK: Automatic call recovery

If the agent's connection is interrupted or unexpectedly ended from their voice provider, CCAI Platform will wait for the agent to be reconnected for up to one minute. If the agent reconnects, the call will be automatically recovered and both the agent and caller can resume the same call.

If the agent does not reconnect within one minute, or if the caller hangs up, the call will be ended and the status will be set to 'Finished'.

Hangup and callback

When an agent is on a call, they have an option to Hang up and call back. This is useful if there is a bad connection or difficulty hearing the caller.

Clicking Hang up and call back will end the current call and place a new Outbound call to the caller with a new Call ID. If this call originated as a VoIP call from the Mobile SDK, VoIP will be used to call the consumer back. If this was an IVR call or a Mobile SDK PSTN call, the call will be placed back to the consumer using PSTN.

Short call recovery

If Automatic Wrap up is enabled and the call connects but is ended within 10 seconds of connecting, the call adapter appears with a message "The call was too short" and provides an option to either Call back, or go Back to Available, placing them back in Available status.

• Clicking the Call back button will place a new Outbound call to the caller with a new Call ID.

• Clicking the Back to Available button will set the Agent's status to Available.

• A Timer also counts down to Automatically set the Agent's status back to Available. The timer is set for 180 seconds by default.

See Call settings: Call details for automatic wrap-up settings.

Voicemail callback

When an Agent listens to a Voicemail they have an option to press the Call back button. This will place a new Outbound Call and set the status of the original Voicemail call to 'Voicemail Read.'

Scheduled call recovery

If a consumer scheduled a call using the Web or Mobile SDK, then doesn't pick up the call at the scheduled time, a Callback option presented to Agent which will create a new Outbound call. The original call ID will have the fail reason "End User No Answer."

Because of the unique call type that scheduled calls present, if the Agent clicks 'Hang up and Callback', this will create a new Inbound call.

Call recording: Third party call recording without agent

You can enable the call recording to continue if an agent leaves the call after adding a third party. This can also be enabled for emergency numbers.

Prerequisites

In order to enable continued call recording for third party and emergency numbers, you must enable the following settings in Call Details:

• Use Call Recording
• Ask User Permission to Record
• Leave Ongoing Calls with 3rd Parties

Enable continued recording for third party and emergency numbers

Follow these steps to enable your preferred third party call recording options.

1. Go to Settings > Calls > Call Recording.

2. Select Continue Call recording to Third Party Numbers after the agent leaves the call. This box is unchecked by default.

3. Select Continue Call recording to Emergency Numbers after the agent leaves the call. This box is unchecked by default.

4. Click Save Call Details.

Voicemail

Navigate to Settings > Call in the CCAI Platform Console to enable voicemail. Voicemail settings are global settings and will activate these features for all agents if enabled.

The voicemail tab in the Agent Call Adapter splits voicemails into mailboxes based on queues. Each mailbox displays the queue name, queue priority, and the number of voicemails in each mailbox. Each agent will also have a personal mailbox for voicemails that have been forwarded directly to them (if the Voicemail Forwarding feature is enabled). See the Agent Call Adapter user guide for more information about the agent experience.

There are three voicemail features that you can enable. Details about each are outlined in the following table. All are disabled by default.

Feature name	Description
Voicemail Timeout	A specified time value time out the voicemail for the agent after they've listened to it. The default value is 5 minutes. When the threshold time is met, the voicemail is automatically dismissed and the agent is returned to the voicemail queue page.
Voicemail Forwarding	Allows agents to forward voicemails to other agents or queues. You can also optionally allow agents to forward voicemails back to the same queue by checking the box that appears when voicemail forwarding is enabled.
Voicemail History	Allows agents to see a list of voicemails that they have already listened to.

Agent-to-agent calling

With Contact Center AI Platform, agents can call each other using agent extensions. To enable agent-to-agent calling, you must turn on agent extensions and assign extensions to agents.

Enable agent-to-agent calling

To enable agent-to-agent calling, follow these steps:

1. Click Menu, and then click Settings > Operation management.

2. Go to the Agent extensions pane and click the Agent extensions toggle to the on position.

3. Do one of the following:

   • To automatically generate phone extensions for your agents, do the following:

     1. In the Extensions length list, select the length of the phone extensions that you want to generate for your agents.

     2. Make sure the Enable Auto-generated extension checkbox is selected. This automatically generates phone extensions of the length that you specified and assigns them to your agents.

     3. Click Save.

   • To manually create phone extensions for your agents, do the following:

     1. Clear the Enable Auto-generated extension checkbox.

     2. Assign an extension number to each of your agents.

     3. Click Save.

Assign an extension number to a user

To assign an extension number to a user, do the following:

1. Click Menu, and then click Settings > Users and teams.

2. In the row of the user that you want to assign an extension number to, click More, and then click Edit user.

3. To assign the extension number, do one of the following:

   • In the Extension number field, manually enter an extension number. Note that numbers such as 001 and 0001 are distinct from each other.

   • Click Auto generate to automatically generate an extension number.

4. Click Save.

Note: You can download a CSV file that contains a list of users, including their extension numbers. For more information, see Bulk user management templates. In addition, agents can view extension numbers in the call adapter.

Turn on deflections

You can turn on deflections, which lets agent-to-agent calls be sent to voicemail.

To turn on deflections, follow these steps:

1. Click Menu, and then click Settings > Operation management.

2. Go to the Agent extensions pane and click the Agent extensions toggle to the on position.

3. Click the Deflections toggle to the on position. Configuration options for deflections appear.

4. Set the time after which calls are sent to voicemail.

5. In the Extension deflections message section, select one of the following:

   • Text-to-speech. You can edit your message text.

   • Uploading audio recording. You can provide a WAV or MP3 file that contains your message.

6. Click Save.

Reporting and monitoring

An agent-to-agent call is considered an internal call and wrap-up is skipped. The call type is Voice Inbound (Internal Call).

This session type is available in the Session Data report as well as the Call Dashboard. An agent-to-agent call won't appear on a queue dashboard if it has never entered a queue.

Call recordings

If you require call recordings for agent-to-agent calls, you must configure external storage. CCAI Platform does not generate CRM tickets for agent-to-agent calling.

To set up up external storage to capture agent-to-agent calls, see the external storage documentation.

Configure estimated wait time announcements

Estimated Wait Time (EWT) caller announcements are used in voice systems to inform callers about their expected wait times and manage their expectations. You can enable these announcements both globally and at the queue level. When activated, the EWT is announced to callers as they enter the queue using a custom audio file and Text-to-Speech voice. You can choose whether the announcement repeats at set intervals or plays only once at the beginning of the call.

If you'd like callers to hear deflection options immediately after the wait time notice, enable both Estimated Wait Time and Overcapacity Deflection. Callers will hear the estimated wait time, then hear overcapacity options.

Note: The maximum wait time announced is 300 minutes. If the actual wait exceeds 300 minutes, the announcement will still be limited to 300 minutes.

Configure a global EWT announcement

1. Go to Settings > Call > Caller Announcements > General.

2. Toggle Estimated Wait Time to On.

3. Choose the number of times you want the EWT to be announced. You can choose a set number of times, or choose Announce at every cycle to have the EWT repeated at set intervals as long as the caller is on hold.

4. If you chose to have the EWT announced more than once, choose the time interval between announcements in the Universal Caller Announcement Intervals section.

5. Click Save Caller Announcements.

Customize your global EWT announcement message

By default, the estimated wait announcement is: "Thank you for calling, your estimated wait time is @{ESTIMATED_WAIT_TIME_IN_MINUTES}." You have the option of changing either the content of the message or the voice used (or both). To change the voice used, you need to record a custom audio file that leaves room for the system to fill in the EWT variable.

1. Go to Settings > IVR-specific Messages.

2. Under Estimated Wait Time, enter the text of the message you would like to be read to callers. This message will be read by the default Text-to-Speech voice. To change the voice in addition to the text, select Upload Audio Recording for Estimated Wait Time and upload your file.

3. Click Apply to save.

Configure queue-level EWT caller announcements

Queue-level announcements allow for more personalized interactions with end-users while they wait in different queues.

Permissions

In order to enable queue-level announcements, you must have a role with All other permissions enabled under Settings - queue.

1. Go to Settings > Users & Teams > Roles & Permissions.

2. Select + Add Role, scroll to Settings - Queue, and click the carrot expander to view the drop-down menu.

3. Select All other permissions, enter a name for the role, and click Save.

Enable and customize the queue EWT announcement

The queue settings page indicates whether each setting is inherited globally or at the queue level. The settings are inherited by all queues globally by default, unless they are overridden (redefined) at the queue level or at the parent queue level. Global settings are defined in Call Settings > Caller Announcement.

1. Go to Settings > Queue and select the IVR channel.

2. Choose a queue, scroll to Caller Announcements, and click Configure.

3. Toggle the Estimated Wait Time button to ON.

4. Choose whether you want the EWT to be announced only once, a set number of times, or continually at regular intervals until the caller is taken off hold. If the message repeats, you can set the time interval between announcements in the Caller Announcement Intervals section.

5. Under Estimated Wait Time Message, enter the text of the message you would like to be read to callers. This message will be read by the default Text-to-Speech voice. To change the voice in addition to the text, select Upload Audio Recording for Estimated Wait Time and upload your file. The maximum file size allowed is 15MB.

6. Click Save.