Contact Centre Configuration

This section is about building your storm contact centre.

In a contact centre, an ACD treatment is the entity that intercepts an incoming communication sent to it by a route plan configured in STUDIO. The treatment then sends the communication to an ACD queue in which it waits to be routed to an available agent. You make a queue 'intelligent' by configuring its hunting rule(s) to point to an agent group. The queue uses an ordering rule to select an available agent from the agent group.

Build your contact centre by following the tasks below in the listed order. You may also wish to include some general/back-office UC functionality in your contact centre.

Create Agents and Supervisors*

Organise Agents into Agent Groups*

Create Completion Codes

Create an Agent Script

Create an ACD Queue and Treatment*

Configure Overflow for Queued Contacts

Configure Agent Skills-based Routing

Change Agent details

Configure Callback

Change the Order in which Agents are Selected

Prioritise Queues

Apply a Time Schedule to a Queue