LINK Definitions

STUDIO allows you to set up the messages to be used whenever a DTA user transmits a link to a caller using storm LINK functionality.

LINK message definitions consist of:

• The text of the message (which can be configured to be editable by the DTA user)
• The types of link it can be used with
• The channels via which it can be sent.

Once a LINK message has been defined, it is assigned to the queues and agent groups that will use it. When a DTA user is handling a call that was routed to them from a queue or agent group that has one or more LINK messages assigned to it, they can choose which message to send and which channel to use.

Please refer to the storm LINK Step-by-Step Guide for detailed information about configuring LINK definitions.

Create a New LINK Service Definition

1. Navigate to Service Configuration > LINK, to create a new LINK definition.

2. Click the + Add New LINK button.

3. In the Name field, enter a description for the LINK Definition.
4. Select the UI language used for buttons and text that will be displayed on the customer’s mobile phone.

Note: the language in the message template should be the same as the selected language.

5. In the Message Template field, enter the text of the message that will be sent to the customer.
6. Select the Allow Agent to edit template / copy link check box, to allow the agent to edit the message and copy its content.
7. Select the LINK Type that will be available to the agent during the call.
8. If required, select the SMS number from the drop-down list. This allows agents to send a link via SMS.
9. If required, select the email address from the drop-down list. This allows agents to send a link via email. 
10. Click Save.

Note: if the SMS or email options are greyed out, no SMS number or email address has been assigned in storm CONTACT. See the storm LINK Step by Step Guide for information on adding SMS numbers and email addresses.

LINK Parameters

Parameter	Description
Name	A name describing the LINK Service Definition.
UI Language	The language used for the buttons and text that appears on the customer’s mobile phone.
Assigned Queues	Displays the queues that the LINK definition is assigned to.
Assigned Agent Groups	Displays the agent groups that the LINK definition is assigned to.
Message Template	The text that you want to appear in the LINK sent to customers.
Allow agent edit template / copy link	Select this option if you want agents to be able to edit the message contents before sending it.
Link Types	Video         Allows video between the agent and customer. Fileshare   Allows filesharing between the agent and customer. Location    Allows the customer to show their position on a map and share their coordinates. Note: LINK sessions can be configured so that an agent can use any combination of video, filesharing, or location sharing in the same interaction.
Send Options	SMS       Allows the agent to send the LINK by SMS Email     Allows the agent to send the LINK by Email Note: the SMS and email address must be configured in storm CONTACT for it to appear in the drop-down list. For details, see adding SMS numbers and email addresses in the storm LINK Step by Step Guide.

Customise the LINK Interface

You can customise the style of the LINK page seen by customers, by adding a company logo, header text, message text and by changing the colours of the background text, and buttons.

 

Create a Default User Interface

The default user interface style is used when there is no style associated with a LINK definition.

1. Click the Edit Default UI button associated with the LINK you want to customise.

2. Click Upload File to upload a logo.
3. Click Header Title to enter the title text.
4. Click on Header Text Background Colourand use the colour picker to select a colour, or enter a hexadecimal value in the box below.

5. Click Header Text Colour to pick the colour of the title text.
6. Click Button Colour to pick the colour of the buttons.
7. Click Button Text Colour to pick the colour of the text on the buttons.
8. Select a Font Style from the drop-down list.

9. Click Save to save your changes.

Create a Customer User Interface

1. Custom user interface settings associated with a LINK will overwrite the default settings.
2. Log in to storm STUDIO and navigate to Service Configuration > LINK.
3. Click the Edit UI button associated with the LINK that you want to customise.
4. Edit the LINK settings in the same way as for the default UI.
5. Click Save when done.

Assigning Link Service Definitions

LINK service definitions can be associated with both inbound and outbound communications.

• For inbound communications to an agent, the LINK definition is associated with a queue.
• For outbound communications from an agent, it is associated with an agent group.

Assign a LINK Definition to a Queue (Inbound)

Once a LINK message definition has been created, it must be assigned to the queues that will use it. When an incoming communication is routed via a queue that has one or more LINK message definitions assigned to it, the agent to whom the communication is routed will have the option of providing the customer with a link that allows them to initiate a LINK video conference.

To assign LINK definitions to a queue:

1. Click Assign LINK.
2. Click on the Assigned Queues drop-down and select the queues to assign to this LINK.

3. Click Save to update the LINK definition.

Note: changes to the LINK definition will take immediate effect on the next inbound interaction to an assigned queue.

Assign a LINK Definition to an Agent Group (Outbound)

1. Click Assign LINK.
2. Click on the Assigned Agent Groups drop-down and select the agent groups to assign to this LINK.

3. Click Save to update the LINK definition.

Note: changes to the LINK definition will take immediate effect on the next outbound interaction by an agent in an assigned agent group.