0.1 - The babelforce manager app

Introduction

This article introduces the babelforce Manager App, which serves as the interface for creating processes and automations. Each section of the manager app will be explained, giving you a comprehensive understanding of its functionalities. By the end of this article, you will be familiar with babelforce terminology and ready to start your own project.

✸ The links mentioned in this article will help you navigate the babelforce Help Center to find specific articles.

Understanding the babelforce manager navigation

Upon opening the manager for the first time, you will find the main navigation panel on the left side. The image below illustrates the sub-menus that expand upon clicking.

In this article, we will introduce you to the section in the manager that are relevant to achieve the following:

• Setting up your call flows
• Managing agents and queues
• Integrating babelforce with your software

Global settings

At the top of the menu, you will find the global or general settings. Once you have configured your processes, these settings can be adjusted to meet your specific requirements. For example, you may want to add more agent availability statuses or modify reachability settings. You can also add a phone book or adjust audit settings.

⇒ Triggers

Next, we have triggers, which are a fundamental element in babelforce. Triggers are logical constructions that evaluate specific conditions of calls or other platform resources, returning either True or False. Triggers are used to selectively activate automations and control routing options within your call flow. They are vital for building advanced process logic and offer great flexibility. This tutorial will give you an introductions to triggers.

⇒ IVR call flows

In the IVR call flow section, as the name suggest, you build your call flow.

To begin, you can check if you have an inbound number assigned to your account by navigating to

IVR call flows > Numbers

✸ You have the option to purchase a number from babelforce or continue using numbers from existing providers. Our Help Center provides many articles on this topic. In any case, please feel free to reach out to support@babelforce.com for further assistance.

If your account already has assigned numbers, you will see them in the Number section mentioned above. Next to each number, you can assign an IVR entry point. These entry points are call modules. If no module is assigned, the call will end immediately upon connection.

But what are modules? Modules are the building blocks which used to design IVRs and voicebots. Throughout this tutorial, you will get to know all the different types of modules and by the end of this chapter, you will feel very comfortable working with them.

And where are modules located? You find modules in the same section as your number:

 IVR call-flows > Call flows  

In the Audios section

IVR call-flows>Audio Files

you can manage your audio files (upload, rename, listen, etc.). However, you can also upload audios within a call module but we will address this at a later point. 

⇒ Routing and Queuing

This section is only relevant if you want to connect agents to the call. In case you only build voicebots without any agent interaction, you can leave it aside.

To manage and add agents to the babelforce manager, navigate to

Routing & Queuing > Agents

There, you can also assign numbers, tags and groups, etc..

For your agents to be selected for incoming calls, your queue settings must utilize agent grouping and tagging. Create, edit, and manage your queues here:

Routing & Queuing > Queues

⇒ Integrated Processes

The Automations section

Integrated Processes > Global Automations

allows users to configure any type of actions. Common call events, such as an inbound call reaching the platform or is connected to an agent, can trigger actions like sending emails, creating, updating, or closing call records in your helpdesk or CRM.

Events drive important actions, allowing you to push call recordings and voice messages or send various information about the call and caller to your systems. The view is list based. It presents details about the type and provider of an action, the event triggering the Automation and it allows you to edit the details.

To connect your helpdesk or CRM with babelforce, go to

Integrated Processes > Integrations

Once you've successfully completed an integration, you can also import agents to babelforce. This allows the user to configure features such as pushing and assigning call records to agents (provided this feature is available in the system you are using).

⇒ Scheduling

Scheduling > Business Hours

In this section, you can define the opening times for each of your teams and/or brands.

Scheduling > Business Hours

In the Calendar section, you can specify your holidays. This scheduling information can then be utilized to exert further control over your call flow. 

How to use schedules and calendars will also be discussed in this tutorial. So if you want to learn more, just keep on reading or visit to our amazing online courses.

⇒ Outbound (Dialer settings)

If you are interested in running outbound dialer campaigns, this is where everything is configured. This is where you configure everything. You can manage campaigns and upload lists of contacts to call. Get in touch with us if you are interested in running Dialer Campaigns.

⇒ Reporting

The reporting section is central to the babelforce platform, especially if you don't plan to push call data to your own data stores. Here, you have access, among other things, the following resources:

• Dashboard
• Comprehensive call reporting
• Outbound campaign status information
• SMS transcripts
• All call recordings
• Live logging for monitoring your call flow and automation
• Audit Logs
• Listen-in functionality

Some additional help with navigation 

❔ I want to set the time my hotline has opened

To achieve this, you will need to define your business hours. Go to:

Scheduling > Business Hours

❔ What's the difference between Business Hours and Calendar?

Great question! Business Hours define the exact working hours of your team, such as Monday: 8 am to 10 pm, Tuesday: 9 am to 9 pm, and so on.

On the other hand, the Calendar serves a different purpose than Business Hours. It allows you to specify exceptional working hours for specific days (e.g., when your team starts later or when the service is closed for the entire day, like during holidays). For instance, if your team is having breakfast and won't start taking calls before noon, instead of modifying the Business Hours (which would need to be reverted later), you can simply set the exceptional hours for that day in your calendar (e.g., Tuesday, August 7, 2018, open from 12 pm to 9 pm). The adjusted hours will only apply for that specific day.

❔ I want to see which numbers are connected to my babelConnect account

To view all your numbers, go to

IVR call flows > Numbers

However, please note that your babelforce trial does not come with a number by default. You need to contact your Sales representative to have a number assigned. Or just fill in this form to order a number. Make sure to get a number. Otherwise you cannot test the call flow we will start building together in the upcoming articles of the tutorial.

❔ Can I upload my own audio files?

Absolutely! Go to

IVR call flows > Audios

or just upload them in any Audio Player. You can upload as many .wav or .mp3 files (less than 3 MB) as you want and use them in your call flow.

❔ Where do I build my call flow? I'm excited to get started!

That's the spirit! You can create and edit your call flow under

IVR call flow > Call flow

The next article will provide detailed information on how to build a call flow and how everything comes together.

❔ Wait, what are triggers?

We're getting ahead of ourselves :). Triggers can consist of one ore multiple rules (conditions). They can either be true or false and are used to route your call through your IVR or Voicbot. In short, they enable condition based routing

However, for basic call flows, you won't need any triggers except for one we are going to call "always." We'll cover triggers in more detail later, and as you progress to the intermediate level, you'll be introduced to many more exciting examples.

To continue with the next article in this chapter, click here.