Configuring Routing Settings

Please follow the instructions below to learn how to assign a call to agents or queues using the Assignment and Dial node.

Assigning a call

When assigning a call, you can select from different parameters to determine the best agent or group to answer the call:

• “Agents” (the call can be assigned to one or multiple agents).
• “Queues” (the call can be assigned to one or multiple queues).
• “Attributes” (select which "Attributes" an agent needs to have and their proficiency level, in order to be considered for the assignment attempt).

As an example, let’s assign the calls that reach our support IVR menu option to a list of queues:

1. Select the Assignment and Dial (“Support queue”) node and click on Preferences.
2. Click on Queues.
3. Make sure the List of Queues in your Talkdesk account option is selected and click the drop-down list.
4. Tick the box to select all queues, or select the individual queues.
5. Click “Save”.

You must now select how many agents should be rung at a time, define the priority of your calls to support, define a maximum waiting time, and choose the music to play to your callers as they wait for a support agent to answer the call:

Interactions are handled by the highest priority level. If different interactions have the same priority, the one that has been in the queue the longest will be assigned first.

Agents need to be in the “Available” status to receive interactions. If multiple agents match the condition, then the “most idle” agent(s) is/are chosen.

Idle time is defined as the amount of time an agent has been available and waiting at the time of the assignment request. Agents who are idle the longest will be chosen first.

For now, let’s complete our support line configuration by defining what to do when there was at least one successful dial attempt but no agent answered the call, and when there was a match, but all agents were busy and the configured timeout was reached:

6. Select the Exits tab.
7. On the “No answer” section, select Add new node.
8. From the "Node type" drop-down menu, select Voicemail.
9. Type in a name for this exit step: “Voicemail”.
10. Hit Add node.

11. On the “Maximum waiting time reached” section, select Voicemail from the drop-down menu.
12. On the “No match found” section, expand the drop-down menu and select Voicemail.
13. “Save” your changes.

If you want to give your callers one or several ways out of the waiting queue:

14. On the “Alternative Exits” section, click Add Exit.

15. In "Keypress Exits #1" select 1.
16. We will have option 1 sending the call back to the Standard IVR, so we’ll name our Exit: "Return to Standard IVR".
17. On “Send to” select My new IVR (the name we gave to our Standard IVR node).
18. “Save” your flow.

19. Hit the Voicemail node and select the Preferences tab.
20. Click the Queues button.
21. Make sure the list of queues in your Talkdesk account option is selected, and click the drop-down list.
22. Tick the box to select all queues or select the individual queues to which the voicemail will be assigned.
23. Go to the “Recording” section and type in the maximum amount of time in seconds that each voicemail message will last.
24. “Save” your changes.

19. Now that your call flow is completely configured, click “Save” and then “Publish”.