LV23 Pop-Out Help

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titleCreating Messages

You must create messages to introduce new phrases or test a change. 

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You can use the Filter option to filter messages if there are numerous messages in the Messages window. You can filter the messages based on the message ID, name, or contact flow name.

  1. Go to Configure > Messaging > Messages.
  2. Click Add. The Add New Message wizard appears.
  3. Specify the New Message Name and New Message Description (optional).
  4. Click Next to get the second screen (contact flow details) of the wizard.
  5. Use the Filter By drop-down menu to find contact flows. The available options are All, Name, Description, and Module.
  6. Select the contact flow template that you want to use from the Select the Contact Flow drop-down menu. The list of contact flows shows the name and its type (Standard () or custom (Image RemovedImage Added)). Since the template defines both message and contact flow, the template determines how your calls are handled. Some of the frequently used templates are:

    • For Message Only logic, leaving messages on live party answers and/or answering machines.

    • A_RPC_11
      • For Right Party Connect logic, requiring the answering party to confirm their identity before the call will bridge to an agent.
    • QC_ALL_TYPE
      • For Quick Connect logic, bridging answering parties immediately into agents.
      • Will also be assigned to Manual services and as the Preview template.

    • U_MSG_ONLY_1

    • The Modules Assigned displays the module being used by the contact flow.

    • The Preview section provides a full-screen view of the contact flow.

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      For email contact flow, the Contact Flow details screen displays the Templates in the template selection instead of Modules Assigned and the template Preview instead of the contact flow Preview. 

  7. Click Nextto get the third (Summary) screen of the wizard. This screen displays the summary of the selection.
  8. Click Save to save changes.
  9. Assign phrases for each property. A property can be an instruction (requiring 1/0, a phone number, etc.) or an indicator for messaging. For instructions on adjusting the message, see the Edit Messages section below.
  10. After making your changes, click the Deploy button. Assign the template to the service and upload a test file to confirm the contact flow and audio match your requirement.

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