Quick Connect Service

The Quick Connect (QC) service is an outbound service that immediately connects an agent and the customer. When the customer answers the call and says 'Hello', the call immediately connects to the logged in agent to begin the interaction. The agent must be in the ready state for the call to connect with the customer. 

If the agent is not in ready state, calls are not launched to the customer. 

The following describes the overall actions required when setting up and making an outbound call using the Quick Connect service. 

1. Create/copy the QC Service.
2. Associate the message with the QC service.
3. Specify the callback phone number.
4. Configure the routing type.
5. Assign the agent desktop to the agent.
6. Configure termination/disposition code.
7. Associate the dialing profiles, strategies, and contact timings.
8. Configure the Maximum CIP limits.
9. Create a campaign through the Campaigns editor or Contact Manager.
10. Connect to the customer through the agent desktop.

SmartReach sets up the services you intend to use when it creates your client portal. However, you can modify these settings or add a new service by copying an existing service, as required.

Below are the details for each step:

1. Create/copy the QC Service.

   1. Navigate to Configure > Services > Services.
   2. To create a new Quick Connect service, copy an outbound or existing Quick Connect service. Hover on the required service and click the Copy icon.
      
      The Copy Services pop-up appears.
      
      Specify the Name of the new service.
   3. Click Copy.
   4. After the service is copied, double click the copied service. The Edit Service window appears.
   5. On the General tab, configure the following fields:
      
      
      
      1. Select the Service Type as Quick Connect (Auto) from the drop-down list.
      2. Select the Call Direction as Outbound from the drop-down list.
      3. Select the ACD mode as Agent At Ready In from the drop-down list.

2. Associate the message with the QC service.

   On the Messaging tab, configure the following fields:
   
   
   1. The Inherited Filter displays the client-level default filter or the filter that is used, if nothing is specified in the Input Filter field.
   2. The service-level filter supersedes the inherited or client-level default Input Filter. If required, select the required Input Filter from the drop-down list. 
   3. The Contact Flow Results Rule Set displays the Rule Set associated with the given Contact Flow of the specific message that is assigned to the service.
   4. Add the Message property with the required property value.
      

      Add or verify the verbiage to be played to the customer by navigating to Configure > Messages > Phrases editor.

3. Specify the callback phone number.

   In the Phone Numbers tab, configure the following fields:
   
   
   1. Specify the Phone Number to TTS. This number is used in answering machine messages for text-to-speech (TTS).
   2. Specify the Operator Phone. This number is used when dialing using extensions rather than Direct Inward Dialing (DID). 
   3. Enter the Agent Call In Number. This is the number that agents are prompted to dial when using Agent at Ready In ACD mode to establish their audio pathway to SmartReach.
   4. Add the Caller ID to the Caller ID List. This is the list of phone numbers that can be set (default option) to appear on the call recipient's caller ID display.

4. Configure the routing type.

   In the Routing tab, select the ROUTING FOR SYNCHRONOUS CHANNELS as Service from the drop-down list.
   

5. Assign the agent desktop to the agent.

   In the Settings tab, select the required Agent Desktop from the drop-down list.
   

6. Configure termination/disposition code.

   1. On the Termination tab, select the Termcode Enabled checkbox to make term codes visible to agents.
      
      
      
   2. Click Save. 

7. Associate the dialing profiles, contact timings, and strategies.

   1. In the Settings tab, select the dialing Profile as the default dialing profile which is LV_Standard_SDR_A.
      
   2. In the Settings tab, select the Contact Timing from the drop-down as per your requirement.
      
   3. Click Save.
   4. To assign the Strategy, navigate to Configure > Voice > Strategy. From the Strategy editor, double click a required strategy from the list. Assign a service using the check box in the Assign Call Center/Service tab.
      
      
   5. Click Save.

8. Configure the Maximum CIP limits.

   Configure the MAX CIP (Call In Progress) limit to required value by navigating to Monitor > Call center > Service > Activity widget. Click the revise icon. The Revise Limits pop-up is displayed. Revise the limit as required.
   

9. Create a campaign through the Campaigns editor or Contact Manager.

   After configuring the Quick Connect service, use the Campaigns editor or Contact Manager to create a campaign.
   
   Campaigns Editor

   This section describes the procedure to create a campaign from the Campaigns Editor.

   1. In SmartReach navigate to Configure > Campaigns > Campaigns editor.
   2. Click Upload, the Upload Campaign pop-up appears.
      
   3. On the Basic tab, select Campaign Type as Outbound from the drop-down list.
   4. Click Select a File to upload, and then select the campaign file to upload.
   5. Select the Quick Connect service on which you want the campaign to run.
   6. Enter the Operator Phone number.
   7. Select the Caller ID from the drop-down list.
   8. Enter the Callback Phone number.
   9. Select the voice that you want to be used in the calls from the Voice drop-down list.
      The following types of voice talent are supported:
      1. Claudine: French Canadian Female
      2. Juanita: Spanish Female
      3. Kate: British Female
      4. Gisele: Portuguese Female
      5. Julie: American Female
      6. Bob: American Male
      7. Gruff - F: American Female
      8. Gruff - M: American Male
      9. Lee: American Male
      10. Scarlet: American Female
   10.  Select the AM (answering machine) Option that you want to use for the calls. The available options are as follows:
       1. Don't Leave Messages: If an answering machine is detected, does not leave a message and disconnects the call.
       2. Leave Messages: Detects answering machines and leaves a message.
       3. Transfer all Connections: Does not detect answering machines and transfers all connections to agents.
   11. Select the Dial Strategy that to be used for contacting the phone numbers. 
   12. Click Upload. 
   13. The success message appears.
       
   14. Click Refresh, the Build () and Play () campaign icons appear in green color.
       
       
       
   15.  Click the Build () icon to build a campaign. The success message appears.
       
   16. Click the Play () icon to play a campaign. The below message appears.
       
   
   
   Contact Manager

   This section describes the procedure to create a campaign from the Contact Manager.

   1. In SmartReach, navigate to Configure > Contacts > Contacts manager.
   2. Search the contact list to create a campaign by using Search or Advanced Search options.
   3. Click Make a Campaign, the Create Campaign pop-up appears.
      
   4. On the Basic tab, select Campaign type as Outbound from the drop-down list.
   5. Enter the Campaign Name for identifying the campaign throughout the SmartReach Portal.
   6. Select the Quick Connect service on which you want the campaign to run.
   7. Enter the Operator Phone number.
   8. Select the Caller ID from the drop-down list.
   9. Enter the Callback Phone number.
   10. Select the voice that you want to be used in the calls from the Voice drop-down list.
       The following types of voice talent are supported:
       1. Claudine: French Canadian Female
       2. Juanita: Spanish Female
       3. Kate: British Female
       4. Gisele: Portuguese Female
       5. Julie: American Female
       6. Bob: American Male
       7. Gruff - F: American Female
       8. Gruff - M: American Male
       9. Lee: American Male
       10. Scarlet: American Female
   11.  Select the AM (answering machine) Option that you want to use for the calls. The available options are as below:
       1. Don't Leave Messages: If an answering machine is detected, does not leave a message and disconnects the call.
       2. Leave Messages: Detects answering machines and leaves a message.
       3. Transfer all Connections: Does not detect answering machines and transfers all connections to agents.
   12. Select the Dial Strategy that to be used for contacting the phone numbers. 
   13.  Click Create.
   14. The successful message appears.
       
   15. Navigate to Configure > Campaigns > Campaigns editor, the Build () and Play () campaign icons appear in green color.
       
   16. Click the Build () icon to build a campaign. The success message appears.
       
   17. Click the Play () icon to play a campaign. The below message appears.
       

10. Connect to the customer through the agent desktop.

    When the campaign is playing, an agent can connect to a customer after the customer picks up the call. 

    1. Log in as an agent to the Quick Connect service.
    2. Change the status to Ready state.
    3. The customer receives the call through the campaign and says ‘Hello’, that time the call gets connected to the agent. The agent desktop displays the call controls and other configured details as follows: