Now that you added agents, queues, Business Hours, Calendars and audio prompts as well as triggers and got to know Switch Node, we can finally put the whole process together.
One thing before we get started: if you build the call flow from scratch you will have to work your way from the last application module to the first. You will see why.
As a reminder, here the full process map:
Let's create application modules in the following order (of course, as always, you can just look at the existing modules in your account to understand how the call-flow works):
The last steps will be
Creating the prompt player modules (including agent experience)
"3.0: Sorry no one available" Prompt Player
To this prompt the call goes if it reaches the platform After Hours, special calendar days or if no agents are enabled.
Leave the module's After Flow empty. This will end the call after the prompt has finished playing.
Next, go to the tab "Prompts". Select the prompt you want to use from the list. You can add multiple prompts, as you will see in the next module.
"2.2: Looped waiting audio" Prompt Player for the customer waiting experience
In this prompt player we are creating the customer experience while the customer is waiting in the queue.
This prompt player is looping itself, this means that it will always repeat until the maximum wait time is reached (we'll get to this later) or the call is picked up by an agent.
And these are the prompts that are linked to this player. As you can see, this module has multiple prompts. They will all be played successively. After the fourth prompt was played, it starts all over again. You can remove the prompts you don't need by clicking on the little bin.
"2.1: Chime for agents" - Agent experience
This module defines the queue experience for agents, in other words, what does the agent hear before connected to a customer and how long does it take before the connection happens.
There are two settings. Under App, the bridge delay should be set to 1 second (this ensures that the connection between the agent and the customer is not too sudden).
Secondly, you need to select a prompt. In this case the agent will hear a soft beep, indicating that the connection with the customer was successful (usually referred to as whispering). Here you could also add a language or name of the brand if that applies to your service. Make sure the whisper is no longer than a second.
"1.2: Welcome - no agents" Prompt Player
If no agents are enabled, the customer will be forwarded to this prompt. Select your prompt from the list.
Important, this module has an after flow to another module. As you can see in the process map, after "1.2 - Welcome no agent enabled" the call always goes into 3.0.
"1.1 - Welcome - agents enabled" Prompt Player
In this module the customer will be greeted. Select the prompt from the list.
As in the prompt player before, you need to add an after flow. In this case, the call should be forwarded to module 2.0. However, at this point the call flow app hasn't been created. So you need to go back to 1.1 later and add the after flow.
The Automatic Call Distribution module: "2.0 - Call flow for Call Queue"
ACD (Automatic Call Distribution) modules describe what should happen when a call is queued.
First, you add a queue to the ACD (in our case "Call Queue"). This way the call-flow knows where to put and queue the incoming calls.
Then, you define an Entry condition (you can leave the Exit condition disabled, we'll solve this differently).
Interesting is the Flow Experience. Here you use apps 2.1 and 2.2 that you created above:
- Queue experience: select module 2.2 - this is the looped waiting audio. Whatever you added to this prompt player is what the customer will hear while waiting. If you want ringing you just leave this empty but then you need an exit condition (use the trigger "maximum queue wait time reached" in this case as exit condition).
- Agent experience: Add app 2.1 from the drop down list.
- After Flow: You need to set an after flow. If you don't, the call will suddenly end as soon as the maximum wait time is reached. In our case, we just reuse app 3.0 (our sorry prompt)
At the end, don't forgot to go back to app module 1.1 and add 2.0 as after flow! Otherwise your calls will end after the customers were welcomed.
The Switch Node - "1.0 - Calendars, business hours, enabled"
We won't add much content here. In the last tutorial of this section you already learned all about switches and how they work. Now you can create one that you can actually connect to application modules you created yourself. In our call-flow, the Switch Node is the very first module a call hits when connected to your hotline.
The picture on the right shows how the switch node app tab should look like for this call flow (and don't forget to add the After-Flow for the case that none of the conditions above apply):
Adding a local queue-leave event
As discussed before, we want to make sure the call doesn't stay in the call queue forever.
In our example flow, we added a time-out event that kicks the call out of the queue if it waits for more than 300 seconds (5 minutes).
You remember, we created a trigger for that.
And now you learn about events - the other great thing you can do in combination with triggers.
Go to the "2.2 - Looped waiting audio" app module that came with your babelforce account. Now open the last tab (Actions). This is what you will be seeing:
In this tab you can create all kinds of cool automation which will either happen the moment the call touches the app module (pre-action) or when it reaches the end of the app module (post-action).
As you remember, the looped waiting audio is referencing to itself. This means, the call reaches the end of this module many times. Every time, this action checks how long the call has been waiting in the queue. As long as it is waiting for less than 300 seconds, it will always return "false". However, as soon as the wait time hits or goes above 300 seconds, this action will fire which is "QUEUE leave". This means exactly what it says: the call leaves the wait queue. Next, it will jump into the ACD After Flow which is, in our case, "3.0 - Sorry no one available."
Attaching the Main Switch to your phone number
To make your call flow work, all you have to do is click on IVR call-flows > Numbers and select the Main Switch from the list of modules. This means that every call to this number will first go into the Main Switch you created.
And now that everything is set up let's test it! The next tutorial will show you how.