In this article, we introduce the babelforce manager app. The manager app is the interface you will use to create your processes and automations. You will learn about each section of the manager and what you can achieve there. And after reading this article you should feel comfortable with babelforce terminology and ready to start with your own project.
✸ The links referred to in this article will help you navigate the babelforce Help Center to find the article you are looking for.
Navigating in the babelforce manager app
When you open the manager for the first time, you find our main navigation panel on the left side. As you can see in the image below, there are sub-menus that open up with a click.
In this article, we will explain what you can achieve in which of the sections. After you've read through it all you should have an idea where to
- setup your call flows
- manage agents & queues
- integrate babelforce with your own software
⇒ Global settings
At the top of the menu, you will find the global or general settings. They will be helpful after you set up your processes - you might want to adjust some of the general platform settings, as for instance adding more agent availability statuses or adjusting reachability settings. This article explains the options you have.
Next, come the triggers - the most important element in babelforce. These logical constructions test certain conditions of calls or other platform resources and then return True or False. Triggers can be used to selectively fire Automations and control routing options within your Call Flow. They are essential for building any advanced process logic or automation, and are hugely flexible. Find out all about triggers in our Help Center or try this basic setup to create your own trigger.
⇒ IVR call flows
The next section will help you actually build your own call flow.
You could start your exploration by checking if you already have an inbound number assigned to your account by going to IVR call-flows > Numbers.
✸ You can always purchase a number from babelforce or continue using numbers from existing providers. This section of the Help Center has many articles on this topic. In any case, write to email@example.com. We are happy to assist you further.
If your account already has number(s) assigned, you will see them in the Number section. Next to the number, you can assign a so-called module. If there is nothing assigned, your call will end right when it started.
But what are modules anyway? They are the building blocks for your call flow. In this article, we introduce the eight available call flow application modules.
You find them in the same section as your number, IVR call-flows > Call flows. For an advanced call flow example go to this article which also explains the basic template you find in your first babelforce setup (see screenshot below).
In the Audios section (IVR call-flows>Audio Files), you can upload your audio files and then attach them to your modules. Find more practical and technical details here.
⇒ Routing and Queuing
You can manage and add agents to the babelforce manager via Routing & Queuing > Agents. In this section, you can also assign numbers and give them tags. This article explains this part in more detail.
The section Agent Groups, in the menu right below Agents, allows you to manage your groups. You can create new groups but also add and remove agents.
To have your agents selected for incoming calls, your queue settings need to make use of agent grouping and tagging. Create, edit and manage queues in Routing & Queuing > Queues. In this section, you will find a number of articles explaining the different options for setting up your queues.
⇒ Integrated Processes
With the Automations (Integrated Processes > Global Automations) the platform automatically knows when to do certain things. Common call events, such as when an inbound call lands on the platform or is connected to an agent, could trigger a call-to-email action or have tickets created, updated, or closed in your helpdesk or CRM.
Events drive important actions: use them to push call recordings and voice messages, or send a great range of information regarding the call and caller to your systems.
Below you find a screenshot of basic Zendesk events that come with your first babelforce manager app.
The section Integrations (Integrated Processes > Integrations) is where you connect babelforce with your help desk or CRM. After you have successfully completed an integration, you can also synchronize agents to babelforce.
Under Scheduling > Business Hours you can define opening times for each of your teams and/or brands. Below you will find the Calendar section, where you have the option to define your holidays. You can then use this scheduling information to add further control to your call flow. See further details in this article.
⇒ Outbound (Dialer settings)
If you are interested in running outbound dialer campaigns, this is where everything is configured. Here, you can manage campaigns and upload lists of contacts to call. Find out more about the outbound dialer in the Help Center section Outbound sales and services.
This is a central part of the babelforce platform, especially if you are not planning to push the call data to your own data stores. Here you have access to the following resources:
- the Dashboard
- do extensive call reporting
- get information on the status of your outbound campaign
- find SMS transcripts
- access all call recordings
- enable live logging for monitoring your call flow and automation
- Audit Logs
- Listen in
Some additional help with navigation
❔ I want to set the time my hotline has opened
To achieve this, you will have to set your business hours. Go to: Scheduling > Business Hours
❔ What's the difference between Business Hours and Calendar?
Good question! With Business Hours, you actually define the exact hours your team is working. For instance, Mo: 8 am to 10 pm, Tue: 9 am to 9 pm, etc.
The calendar has quite a different functionality than the business hours. Here you define single days with exceptional working hours (you can also close your service for a full day, very handy for scheduling your holidays). For instance, you go for breakfast with your team so your team won't be starting to take calls before noon. Instead of changing the Business Hours which will need to be switched back to the normal schedule, later on, you can simply set one day in your calendar (Tuesday, Aug 7, 2018, open at 12 pm and close at 9 pm) and the adjusted hours will only apply once.
❔ I want to see which numbers I have attached to my babelConnect account
You find all your numbers under IVR call flows > Numbers. However, your babelforce trial does not come with a number by default. You will need to get in touch with our Success team to have a number assigned. Just contact us via the little widget or write an email to firstname.lastname@example.org. You will need this section for other purposes later on - here you also connect a number to a call flow.
❔ Can I upload my own audio files?
Of course. Go to IVR call flows > Audios. You can upload as many files in format .wav or .mp3 (less than 3 Mb) as you want and use them in your call flow.
❔ Now, where do I build my call flow? I can't wait to get started!
That's the spirit! You can create and edit your call-flow under IVR call flow > Call flow. The next section will explain in detail what this application section does and how everything comes together.
❔ Wait, what are triggers?
We are going ahead of ourselves :). Triggers are rules that can be used to implement conditions in your call flow. For your most basic call-flow, you won't need any of them except "always". We'll look into some triggers later on and when we go to the intermediate level, there will be many more exciting triggers introduced.
To continue with the next article in this chapter, click here.