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Service

• Service ID: A unique identifier that is assigned by the portal.
• Name: Name of the service.
• Call Center: The call center in which the service is organized.

Service Type

• Service Type: Type of the service. This value determines the available options for ACD Mode and Call Direction. The associated cloud profile appears in parentheses, next to the name.

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  title Service Type Options
  Basic (Auto): A blended multi-channel service that supports inbound and outbound interactions and contains the following features: Outbound and inbound voice Attended voice campaigns Email and SMS campaigns Two-way email, SMS, and chat communication Click-enabled voice, email, and SMS (with the purchase of CRM) Note The Basic service runs through the portal's automated queuers and does not support the following features: Preview All campaigns HCI or 10DMT campaigns Unattended voice campaigns Whisper voice campaigns HCI Human Call Initiator (HCI): A service in which an agent (that is, a clicker agent) manually launches a call. Info If a consumer answers the call, the call is routed to the closer agent, who speaks with the consumer.  HTI Human Text Imitator (HTI): The Human Text Initiator (HTI) service enables agents (Clicker Agents) to manually launch text messages. Info For assistance with an HTI configuration, contact the Account Team. The HTI service enables agents other than Closer Agents to reply to SMS messages. Closer Agents are not required to launch the SMS messages. Inbound: A service that receives and directs callers using a designated Interactive Voice Response (IVR). IB services can be configured to route to agent teams, to certain outbound services using service groups, to themselves using service routing, to voicemail boxes, a self-service IVR, or a combination of these. Manual (Manual): A human-initiated service in which an agent must manually enter all ten digits of a telephone number on the keypad to launch a call. The same agent handles the call. Preview All (Preview): A human-initiated service that presents the telephone number to an agent who can choose to either click the number to launch the call or skip the number. The same agent handles the call. Info title International Number Support The platform now supports the E.164 format for the international outbound Preview dialing service and any other automated dialing service. Quick Connect (Auto): An automated outbound service that immediately connects live answers with an available agent. Unattended (Auto): An automated outbound service that immediately connects with an IVR application. Regardless of the responses provided, the called party cannot be connected to an agent.  Whisper (Auto): An automated outbound service that immediately connects with an IVR application. Based on the responses provided, the called party can be connected to the agent through an inbound voice. 10-Digit Manual with Transfer (10DMT) (Manual): A human-initiated service in which an agent must manually enter all ten digits of a telephone number on the keypad to launch a call. The agent is unable to copy and paste any numbers into the keypad. If the agent enters an incorrect number, the number is ignored and the screen remains unchanged until the agent enters the correct number. The call is launched when the agent enters the correct number. Info If a consumer answers the call, the call is routed to the closer agent, who speaks with the consumer. API Enabled (API Enabled): A service that allows manual dialing of desktop application programming interface (API) integrations. SMS (Auto): A high-capacity North American Short Messaging Service (SMS) that interfaces with its outbound dialing systems. It offers both standard rate and Free-to-End-User (FTEU) dedicated common short code (CSC), long code, and toll-free SMS services that have complete mobile carrier coverage in both the United States and Canada.

• Call Direction: The value in this field determines whether the service launches calls (outbound), receives calls (inbound), or does both (blended).

• ACD mode: The value in this field determines the direction and type of the audio connection to adjust the audio path and/or the dialing behavior for the service.

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  title Options
  10DMT: Used to complete the configuration of the 10DMT service. Agent At Ready In: Used for the agents to dial a phone number to establish an audio path. Agent At Ready Out: Used for the agents to provide a Direct Inward Dialing (DID) number or an extension number when they log on to their desktops;  the platform then calls the same number to establish an audio path. Agent Call Out: The same as the Agent At Ready Out mode, except that in this mode, the calls are made for each individual connection as opposed to a persistent audio connection. HCI: Used to complete the configuration of the HCI service. Manual: Used for a manual service in which the system determines whether the service functions as the Agent at Ready In mode if the agent call-in number is populated or as the Agent At Ready Out mode if the agent call-in number is not populated.  No Acd: Used for the inbound, SMS, unattended, and whisper service types where an agent is not required (that is, the service does not contain the ACD module). Strict HCI: Used to complete the configuration of a strict HCI service. HTI: Used to complete the configuration of HTI service.

View and select the preferred routing method being service, service groups, or agent teams for voice and web chat.

Using the cog icon in the upper right-hand corner, you can specify which attributes to display. You can search for specific entries using a text entry in the Search for tool or by using the Filter menu and selecting search using the magnifier icon. Options available under Filter:

• Active: Agents with a check in the Active box (may can log in).
• All: Every agent regardless of active/inactive/locked status.
• Inactive: Agents without a check in the Active box (may NOT cannot log in).
• Locked: Agents that entered an incorrect password in excess of the site's configured limit (may NOT cannot log in).
• Agent Team: Agents assigned to a specific agent team.