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Q. Is it possible to download or export a call flow?

A. Currently, it is not possible to download or export a Studio call flow.

 

Q. Can I delete an audio file from a step?

A. No, the system does not currently support the possibility to remove an audio file from a step.

 

Q. Is it possible to rename a call flow?

A. A flow that has already been published cannot be renamed, but you can use the option “Duplicate version to a new flow” to create a new version of the flow, rename it and then republish it. Bear in mind that you will need to reassign the number to the flow by using the Manage numbers option.

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Q. Is it possible to customize ringing times in Studio?

A. Yes. Configuring the ringing timeout setting in Talkdesk’s main application will have an effect both at number and at Studio level, so if a specific number has been customized, Studio will use those settings to manage the ringing time when a call is made to that phone number. Please contact our Support team to proceed with ringing time customization.

 

Q. Can I have more than one recorded voice message in my call flow?

A. Yes. Studio enables you to configure audio messages according to your business needs. Using different audio steps, such as “Play Audio”, “Voice IVR” or “Standard IVR”, you can have greetings, IVRs, or any other audio file of choice being played on your phone line. For more information on audio steps and their functioning, visit Studio Advanced Documentation.

 

Q. Is it possible to record all calls, including the ones that are being forwarded to an external phone? 

A. With Studio, calls that go through a flow with the “Record” step enabled before exiting to a step that will forward the call to an external number (“Forward to External”), will be recorded. Adding a recording step to the flow, right after the “start” step will allow Talkdesk to record the call, even if the conversation is moved to an external system.

Nevertheless, if the flow does not have a recording step, Talkdesk will use the regular account-level recording settings configured in AdminPreferences to perform recording decisions. Under these settings, all calls will only start being recorded if an agent answers the call, which means that if a call is forwarded to an external number, it won’t be recorded if there is no answer from an agent on Talkdesk. In this case, as calls would be handed over to an external system (which Talkdesk cannot control), the recording option would be managed on the external system and not on Talkdesk.

 

Q. I have an “update” button in my step. What does it mean and how does it work?

A. This means that a new feature with breaking changes has been released and to bring the step up-to-date and to implement it in your flow, you will have to click the Update button. When doing so, a new version of the step will be deployed, but there is a chance you may lose some of the previous configurations. If you have updated the step, and you notice abnormal behavior in your flow, please contact our Support team.

 

Q. Does the voice transcription service support Natural Language Understanding (NLU) and Natural Language Processing (NLP)?

A. NLU and NLP are considered to be language-processing technologies, capable of understanding and analyzing natural human language.

Though Talkdesk is planning on supporting NLU and NLP in the future, our current voice transcription service only supports Automatic Speech recognition (ASR).

 

Q. Can I use a sub-flow and import it into the main one?

A. It is currently not possible to use sub-flows in Studio. However, we are committed to improving our customers’ experience and by introducing some alternatives such as modularization, we will soon be able to reduce the complexity of certain flows.

 

Q. How can I use variables with the Assignment and Dial?

A. In the Assignment and Dial step, it is possible to use variables to route calls to specific agents or ring groups. To route calls to specific agents, make sure the agent email has been previously stored in a variable. If instead of “Agents” the chosen assignment type is “Ring groups”, you just need to store the name of the ring group in a variable and then use it in an “Assignment and Dial”.

Visit our Studio Advanced Documentation to find out more about the Assignment and Dial component.

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