Lab 6 – Channels and Testing Voice

In this lab, you will learn how to connect calls to the flow and to receive a call on an Agent Desktop.

URL: admin.webex.com Login: Instructor provided credentials

Click here to see the presentation

Instructions:

1. Contact Center-> Customer Experience-> Channels

Use Case: In order for agents to receive calls, entry points need to be created to connect incoming calls to the appropriate flows

Create Multiple Channel Entry Points

Entry Point 1

  • Name: Main Number

    • Channel Type: Inbound Telephony

    • Service Level: 120

    • Timezone: NewYork

    • Routing Flow: Company FLow

    • Version Label: Latest

    • Music On Hold: Default Music on Hold.wav

    • Support Number:

      • Webex Calling Location: dCloud

      • Number: Any (Make a note of this number for later!)

      • PSTN Region Default

      • Help Page
2. Contact Center-> Customer Experience-> Channels

Entry Point 2

  • Name: Overseas Number

    • Channel Type: Inbound Telephony

    • Service Level: 120

    • Timezone: NewYork

    • Routing Flow: Overseas FLow

    • Version Label: Latest

    • Music On Hold: Default Music on Hold.wav

    • Support Number:

      • Webex Calling Location: dCloud

      • Number: Any (Make a note of this number for later)

      • PSTN Region Default

      • Help Page
3. Contact Center-> Customer Experience-> Channels

Entry Point 3

  • Name: Sales Number

    • Channel Type: Inbound Telephony

    • Service Level: 120

    • Timezone: NewYork

    • Routing Flow: Sales FLow

    • Version Label: Latest

    • Music On Hold: Default Music on Hold.wav

    • Support Number:

      • Webex Calling Location: dCloud

      • Number: Any (Make a note of this number for later)

      • PSTN Region Default

      • Help Page
4. Control Hub-> Management-> Users-> Eric Steele

Use Case: Login as an agent to make a test call

  • Copy email address for Eric Steele (Overseas Team)

  • Open new browser; NOT a new tab, a different browser

  • Call the appropriate phone numbers you select above from your cell or other phone

  • Answer the call as Eric in the browser. (Make sure to mute!)

    Using the same steps, login as agents on other teams as desired to test flows
STOP

ACI

END OF LAB