Channel

Note:

All the information in the Channel menu option is pre-populated via your installer for Amazon and Cisco integrations. For Five9 and Finesse integrations, this section is not displayed – all information is preconfigured via the installer. Use this section only if you have any customization information to be added.

Users cannot add more channels.

The channel available is displayed as a tile. The Groups, Events, and Call Types are also populated on installation, along with the Channel information.

Note:

Do not add any new channel.

Click the Edit icon to update the Groups, Events, and Call Types only if you have any additional configurations related to customization of the application.

Groups

A Channel Object is a collection of groups. The grouping is configured by a specific function, Call Variables, and more.

From the bottom of the tree, configure the following:

• Channel Variable - This is a mapping between the Call variable on the dialer and the equivalent as defined in Workspace. For example, on a dialer it may be Skill that is mapped to a Queue on Workspace; CallState on the dialer may be mapped to State on Workspace, and more.

• Channel Group - A number of channel variables are placed in a Channel Group. For example, Responses to calls are placed together in a Channel Group; Call Variables are placed together in a Channel Group, and more.

• Channel Object - Groups belong to Channel Objects. One or more Channel Groups can form part of a Channel Object. For example, for a Channel Object, the examples mentioned in the Channel Group definition above (Responses and Call Variables) can be placed in a single Channel Object.

The hierarchy is illustrated in the following table:

The Groups (Channel Objects) already added are displayed. You can also add more Channel Objects via the Groups tab.

1. Click +Add Channel Object.

2. Name - Type a name for the Channel Object.

3. Description - Type a Description.

4. Add as many Channel Objects as your instance requires.

5. For each Channel Object, add Groups. Click +Add Channel Group.  Define Group.

   1. Name - Type a name for the group.

   2. Description - Type a description for the group.

6. For this Group, add a Channel Variable, if required.

7. Click the +Add Channel Variable button.

   1. Enter a Variable Name.

   2. Enter a Variable Description.

8. You can add as many Variables as you require for each Group/Channel Object.

9. Click Save & Next to navigate to the Events tab.

10. You can also click Save & Close if you do not want to change anything in the other tabs or click Previous to go to the previous tab.

Events

Events are various milestones that are associated with a Group. Each milestone is defined as an event that comes from the integrated platform. For example, a group named CALL can have many associated events like ringing, connected, hold, ACW, and more.

Use the Events tab to add events to each of the Groups.

1. Click the +Select Object button.

2. Select the Group for which you are adding an event. Click the +Add Event button.

3. Name - Type a name.

4. To add more events to the Group, click the +Add Event button and keep adding events.

5. To add events to another Group/Channel Object, select the +Select Object button.

6. Select the Group for which you are adding an event. Click the +Add Event button.

7. Name - Type a name.

8. To add more events to the Group, click the +Add Event button and keep adding events.

9. When you are done with adding events to groups, click the Save & Next button to navigate to the Call Types tab.

10. You can also click Save & Close if you do not want to change anything in the other tabs or click Previous to go to the previous tab.

Call Types

Calls can be of various types, not just inbound or outbound. It is a consult call when an agent consults another agent or a third party - the latter receives a consult call even as the original agent may be on an inbound or outbound call.

Use the Call Types tab to add Call Types to each of the Groups.

1. Click the +Select Object button.

2. Select the Group for which you are adding a call type.

3. Click the +Add Call Type button.

   1. Name - Type name.

   2. Description - Type a description.  

4. To add more call types to the same Group, click the +Add Call Type button.

5. To add call types to a different group, click the +Select Object button again.

6. Select the Group for which you are adding a Call Type. Click the +Add Call Type button.

   1. Name - Type name.

   2. Description - Type a description.  

7. Click the Save & Close button.

This completes your channel configuration.  

You have now completed the following tasks under Acqueon Campaigns configuration:

• Configured Channels

Navigate to the LCM Key Mapping section next.