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3. Configuring routing settings with Talkdesk Studio (Closed Beta)

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Note: Talkdesk Studio is in private beta and currently available to customers who subscribed to our Early Adopters program. If you wish to apply, please contact your CSM or Talkdesk support team (support@talkdesk.com) for more information.

 

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 several different parameters to determine the best agent 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 calls that reach our support IVR menu option to a list of ring groups. 

Click the ‘Support queue’ widget [1] and select its Preferences tab:

Studio-RoutingSettings1.gif

  • Click the ‘Ring Groups’ button [2]
  • Make sure the ‘List of Ring Groups in your Talkdesk account’ option is selected and expand its drop down list [3]
  • Tick the boxes next to all ring groups to select all, or select the individual ring groups you wish your calls to support line to be routed to. 
  • Save your changes [4].  

You can now also 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 pick up the call:

Flow-7.gif 

Interactions are handled by highest priority level and by longest time in the queue. This means that higher priority interactions and interactions that are waiting the longest will always 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 was available, and when there was a match but all agents were busy and the configured timeout was reached. 

Select the ‘Exits’ tab [5]:

StudioRoutingSettings-New3.gif

  • Expand the ‘Send to’ drop down menu for the ‘No answer’’ component and select ‘Add new step[6].
  • Type in a name for this exit step: ‘Voicemail’.
  • From the ‘Component type’ drop down menu [7] select ‘Send to Voicemail[8] and press ‘Add Step[9].

Scroll down to the ‘Maximum waiting time reached’ component:

Studio-RoutingSettings-New4.gif

  • Expand the 'Send to’ dropdown menu and select ‘Voicemail [10].
  • Scroll down to the ‘No match found’ component.
  • Expand the 'Send to’ dropdown menu and select ‘Voicemail [11].
  • Save [12] your changes.

Our Support line IVR routing settings are now configured! Try it on your own account, so we can proceed with Getting Started Step 4 tutorial to learn how to use data dips.

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