Last Wednesday was a really good day at Interactions! Throughout the conference, I discovered several great updates and releases I believe you’ll find interesting. Here are the last two I’d like to share with you plus a tip on ACD Queue Transfers.
I’ll be blunt – when I first started using early versions of PureCloud, I was a bit skeptical. It looked a lot like stuff I could already do with Skype, Lync, WebEx, etc. But after seeing some of the new enterprise communication and call center features that will be released in the near future, I’m hooked! It is going to be amazing!
The first level of software is called PureCloud Collaborate… and it is FREE! It allows an organization to integrate with existing data sources such as Active Directory, LinkedIN, etc. to provide rich user directory data for easy browsing and searching within the organization to find the right person to connect with. It also includes simple, powerful text, voice, and video chat across multiple platforms via web browser, desktop app, or mobile app. Visit mypurecloud.com and create your first PureCloud organization.
PureCloud Collaborate Pro includes additional features and PureCloud Communicate adds telephony features including speech-enabled auto attendant, conferencing, call recording, unified messaging, and more. Click here and scroll to the bottom of the page to see the pricing structure and feature comparison matrix. There is SO much more coming soon so keep an eye out for new amazing features in the next few weeks and months.
There are a bunch of new features currently available and coming soon to the Media Server for CIC. The coolest is ININ’s own proprietary voice recognition and text-to-speech engines. This will allow native speech recognition and on-the-fly text-to-speech for call audio without requiring integration with 3rd party ASR/TTS servers. <br?>
Support for the Opus codec was added in CIC 2015r3. This codec is intended for high-quality streaming audio and is well-suited to VoIP applications (it is also used in PureCloud). It will be leveraged more fully in a later release for things like higher quality stereo call recordings.
Also released in 2015r3 was support for secure playback. This allows digits entered by a caller in a secure IVR to be played back using ITTS (Interaction Text-to-Speech) to avoid logging of sensitive data for PCI compliance.
Other upcoming release will include full 64-bit support (will not run on older server hardware), a media server REST API, VoiceXML improvements, SNMPv3, and more.
ACD Queue Transfers
A common issue in contact centers is inbound callers that end up in the wrong ACD queue and need to be transferred elsewhere – often to another ACD queue (perhaps from Support to Finance). Using the transfer dialog in the Interaction Client is a simple way to accomplish this…but often has unwanted side effects. If Attendant is used to assign priority, skills, a queue timeout, queue audio, or in-queue menus including callback options, a direct transfer by a user to another ACD queue will bypass ALL of this and could result in unexpected behavior.
One solution is to remove the ability to transfer calls to ACD queues by searching for them in the transfer dialog and use Interaction Attendant instead to handle the transfer.
Here is one option for how this might be configured:
1. User Permissions – Modify the Access Control permissions within the role or other object that assigns these permissions to remove the ability to search for workgroup queues to which calls will be transferred. Uncheck the box in the Search column for queues to which this should apply.
2. Directory – Use an IC directory (such as IC Public Contacts) to add entries for each queue and assign unique extensions that will be used later. In this example, I’ll use 1xx extensions.
3. Attendant – Next, create a new profile in Interaction Attendant to handle workgroup queue transfers. In the DNIS field, enter the extensions for which transfers should be handled and be sure to check the box to allow transfers to this profile. In the example below, I used a wildcard value to handle calls sent to 100-199.
4. Queue Selection – Add a Selection node as the default action for the schedule and select based on the DNIS of the call. For each DNIS, transfer to the appropriate workgroup transfer node or department logic. In this case, I’ve created another profile to handle all workgroup queue logic so that I can transfer to a queue from multiple places in Attendant and can manage everything that happens for all workgroup queue transfers in one places.
If you missed the first two Interactions 2015 updates and ININ tips, feel free to check them out below.
Please drop us a line if you have any questions about this post or your Interactive Intelligence platform.i ca