![]() This error node sets the error output path that the flow takes when there are undefined system errorsĭuring flow execution. If the flow encountersĪny errors other than these predefined errors, the flow takes the path defined in the Undefined Error node of that activity. The flow developers about the system and activity errors that occurred while configuring activities. This feature enables an errorĮxit for every activity so that the failures can be handled gracefully as desired by the flow developer. Mapping) in the Courtesy Callback activity in Flow Designer.įlow designer brings in a mechanism to configure error handling paths to optimize the flow. ![]() ![]() With this enhancement, administrators or flow developers can select the Static ANI number (from the dropdown list of availableĮntry Point-Dial Numbers) or Variable ANI (variable defined as a valid E.164 number, with a valid Entry Point-Dial Number Administrators or flow developersĬan choose to customize the ANI for the customer call leg for courtesy callback. This feature allows the customer to opt to receive a callback when all agents are busy. However, existing customersĬan still continue to use the Routing Strategy feature to connect to an entry point in a flow until it is decommissioned.Ĭustomize ANI (Automatic Number Identification) for Courtesy Callback We recommend new customers to use Business Hours feature to assign a flow at entry point level. For more information, see Business Hours. Hours by using the Business Hours activity. With thisįeature, flow developers get more flexibility to define a single workflow per entry point to handle both working and nonworking Nonworking hours include holidays and emergency off hours during which contact center service will be unavailable. For more information, see Upgrade from Webex Contact Center 1.0 to Webex Contact Center.Įnhance scheduling experience using Business Hoursīusiness Hours enables administrators to configure working and nonworking hours for your organization specific to your timezone. Other PSTN options will beĪvailable on RTMS in future releases. The upgrade allows customers to use vPOP based voice option for Real Time Media Service (RTMS). The Webex Contact Center 1.0 to Webex Contact Center upgrade allows you to use the RTMS voice platform on Webex Contact Center. Upgrade Webex Contact Center 1.0 vPOP to Real Time Media Service (RTMS) This feature is supported only for the US data center deployment. For more information, see the Virtual Agent–Voice (VAV) in Webex Contact Center article. With this integration, the contact center allows callers to have a voice-based conversational experience along withĭTMF or touchtone inputs. You can configure this activity to integrate with the DialogflowĬX bot. The flow designer introduces Virtual Agent Voice activity. Provides speech-based conversational capability while integrating with Google Dialogflow platform. We have introduced the Virtual Agent Voice (VAV) feature to enhance self-service capability within IVR flow. Agents can select or searchĬontacts as usual from the Address Book on the Agent Desktop. The limit of maximum contacts per Address Book is increased from the current value of 150 to 6,000. FebruIncreased Contact limit for Address Book Regional media is available to customers using Webex Contact Centers that are provisioned with RTMS media handling. ![]() Only control signaling is sent from the media region to the business logic of the contact Keeping the media local to a region decreases latency, improvesĪudio quality, and provides unique regionalized configurations for multinational deployments.įor example, if a Webex Contact Center tenant is located in the US region, US calls are hosted in the US, European calls inĮurope and Asian calls in Asia. The Webex Contact Center tenant or home location resides. Media allows customer and agent media (audio and SIP signaling) to remain local to a geographic region regardless of where Webex Contact Center now extends support for regional media to London, Frankfurt, Mumbai and Singapore data centers. Regional media support extended to additional regions See Upgrade from Webex Calling Integrated Platform to Real Time Media Service (RTMS). To enable the upgrade feature for your customer organization, contact Cisco Solution Assurance. Upgrade tenants using vPOP bridge on Webex Calling Integrated voice platform to Real Time Media Service (RTMS)Ĭustomers using Voice POP Bridge telephony on the Webex Calling Integrated voice platform can upgrade to the new RTMS voice You can customize the mapping between the CAD variables and CRM fields. Prepopulates Webex Contact Center Call Associated Data (CAD variables) both local and global variables into the Zendesk ticketįields. The new enhancement to Zendesk connector enables agents to be more efficient by saving time with every interaction. Zendesk CRM Connector - Automatic CRM field updates
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