Configure Inbound Flow

Inbound Flow Configurations.

Before you test Suggested Responses, we need to configure basic inbound call flow.

Task 1. Configure new Team.

1. Login to Control Hub with your admin credentials.

2. Go to Contact Center service.

3. Find Team section.

4. Create new Team with name _SR_Team

5. Open up the team you have just created and add your user to the team.

Task 2. Configure new Queue.

1. Find Queue section and click on Create a queue.

2. Name the queue as _SR_Voice_Queue.

3. Scroll down until you will see Create a group section. Add your team that you created in the previouse Task to this team.

4. Configure Service level, Max time in queue and Default music in queue, then click Create

Task 3. Configure new Flow.

1. Find Queue section and click on Create Flows.

2. On the next window select Start Fresh.

3. Name the flow as _SR_Voice_Flow. Then click on Creat Flow.

4. Open up flow. Click on Edit and add Queue Contact node. Select the queue: _SR_Voice_Queue , that you have created earlier.

5. Add Play Music node. Connect Queue Contact node to the Play Music node. Loop Play Music node to itself. Select default music in queue file in the Play Music node.

6. Validate and Publish the flow with Latest label.

7. Go to Channels, and consult with the proctor which Channel to select to continue with the lab. Channel_Suggested_Rerponses_1
   Channel_Suggested_Rerponses_2
   Channel_Suggested_Rerponses_3
   Channel_Suggested_Rerponses_4
   Channel_Suggested_Rerponses_5
   

8. Note what number is associated with your Channel. You will use it for further testings.

9. Open up the Channel and select the the flow _SR_Voice_Flow. Select a Music on hold file and lable as Latest

10. At this point you should have the following configurations:

Entry Point/Channels: Check with proctor

Flow: _SR_Voice_Flow

Queue: _SR_Voice_Queue

Team: _SR_Team

Task 4. Test inbound call delivery to the Agent Desktop.

1. Login to the Desktop. You can do it from Quick Links section.

2. Select Desktop telephony option, make sure you select your team _SR_Team and click on Submit.

3. Change the state to Available.

4. Call the number that is assosiated with the Channel that you use for this lab.

5. Answer the inbound call

6. If you are able to answer the call you can continue to the Suggested Responses lab.

Congratulations, you have officially completed Getting Started section! 🎉🎉