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3. Configuring routing settings with Talkdesk Studio

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Now that we have created a new IVR greeting and set up our IVR menu options, let’s configure how each IVR option should route our callers.

Assigning a call

When assigning a call, you can select from different parameters to determine the best agent or group to answer the call:

  • “Agents” (the call can be assigned to one or multiple specific agents).
  • “Ring Groups” (the call can be assigned to one or multiple ring groups).
  • “Variables in the flow context” (the call can be assigned to a list of agents defined via an interaction context variable*).

* Context collection: Talkdesk Studio allows the IVR to collect information that will qualify an interaction. You can learn more about it in our next Getting Started tutorial 4.

 

For this simple example, let’s assign the calls that reach our support IVR menu option to a list of ring groups:

  • Click the Support queue component [1] and select its Preferences tab.
  • Click the Ring Groups button [2].
  • Make sure the List of Ring Groups in your Talkdesk account option is selected and click the drop-down list [3].
  • Tick the box to select all ring groups, or select the individual ring groups to which you want the calls to be routed to.
  • Save your changes [4].

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Note: You may notice that some errors appear each time you save the flow. This is normal and will continue until all steps are complete and the flow is ready to be published.

 

You must now select how many agents should be rung at a time, define the priority of your calls to support, define a maximum waiting time, and choose the music to play to your callers as they wait for a support agent to answer the call:

Agents_to_ring.gif

Interactions are handled by highest priority level. If different interactions have the same priority, the one that has been in the queue the longest will be assigned first.

Agents need to be in the “available” status to be able to receive interactions. If multiple agents match the condition, then the “most idle” agent(s) is/are chosen. Idle time here is defined by the time spent between the last interaction that was handled by that agent and the time of the assignment request. An agent that has been idle the longest will be chosen first.

For now, let’s complete our support line configuration by defining what to do when there was at least one successful dial attempt but no agent answered the call, and when there was a match but all agents were busy and the configured timeout was reached:

  • Select the Exits tab [5].
  • Expand the Send to drop-down menu for the No answer section and select Add new step [6].
  • From the Component drop-down menu, select Voicemail.
  • Type in a name for this exit step: “Voicemail”.
  • Hit Add Step [7].

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  • Scroll down to the “Maximum waiting time reached” section.
  • Expand the Send to drop-down menu and select Voicemail [8]
    Scroll down to the “No match found” section. 
  • Expand the Send to drop-down menu and select Voicemail [9].
  • Save [10] your changes. 

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If you want to give your callers one or several ways out of the waiting queue:

  • Scroll down to the “Alternative Exits” section.
  • In "Keypress Exits" [11], select 1.
  • We will have option 1 sending the call back to the Standard IVR so we’ll name our Exit: “1 to return to Standard IVR."
  • Hit Send to and select My new IVR [12] (the name we gave to our Standard IVR component).
  • Save your flow.

Note: You can add more exits if you wish but remember to inform your callers of all available keypress options in the “Waiting Message” section under the Preferences tab.

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The Support queue component is now configured. Please follow the same steps described above for the Sales queue component, adjusting your choices accordingly. 

When both components are configured, it’s time to work on the newly added Voicemail component. In this component you are able to assign to specific agents or ring groups voicemail messages left by customers. 

  • Hit the Voicemail component and select its Preferences tab [13]. 
  • Click the Ring Groups button [14] 
  • Make sure the List of Ring Groups in your Talkdesk account option is selected and click the drop-down list.  
  • Tick the box to select all ring groups or select the individual ring groups to which the voicemail will be assigned to. 
  • Go to the “Record duration” section and type in the maximum amount of time in seconds that each voicemail message will last [15]. 
  • Save your changes.   

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Now that your call flow is completely configured, click Save [16] and then Publish [17]. 

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That’s it! Our “Inbound EMEA” call flow is ready to be assigned to any of your account’s phone numbers. If you are interested in learning how to use data dips to customize your flow even further, visit our Getting Started Step 4 tutorial.

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