Article #: 104

How To: use the IVR No Routing Algorithm within Xima CCaaS

Similar questions: use the IVR No Routing Algorithm within Xima CCaaS, set up the IVR No Routing Algorithm within Xima CCaaS, understand the IVR No Routing Algorithm within Xima CCaaS

Purpose: demonstrate how to use the IVR No Routing Algorithm within Xima CCaaS

Steps

1. Log into the Xima CCaaS Admin portal.
2. Go to Contact Center Configuration > Skill Management
3. A new window called “Skill Management” will appear. Click Add Skill...
4. A window called “New Skill” will appear. Type in the Skill Name
5. Go to the Routing Algorithm metric, which is about one line down under Voice Settings. Click the associated dropdown arrow and select No Routing Algorithm.
6. Then go to the Skill Routing Identifier metric, which is about two lines down under Voice Settings. Click the associated ellipsis tool.
7. A new window called “Skill Routing Identifiers” will appear. Click Add.
8. A new window called “New Skill Routing Identifier” will appear. Type the word Default into the field of information. Then click OK. Typing in Default means any call that goes to our handset into our Contact Center will have to hit this specific IVR or Default first.
9. Go to the Queue Announcements metric, and click the ellipsis tool associated with that metric.
10. A new window called “Queue Announcement Configuration” will appear. Drop a pin where you would like this announcement to play the first time. This is done by clicking anywhere on the blue bar.
11. A new window called “Edit Queue Announcement” will appear. Click the ellipsis tool associated with Announcement.
12. A new window called “Queue Announcement” will appear. Here you can see the full list of announcements that have been added to your system. To add a new one, click on New Announcement…
13. A new window called “New Announcement” will appear. Here you can upload a new announcement by clicking the Directory (document) icon, or record a new announcement from the computer microphone by clicking the Microphone icon.
14. After your file has been uploaded or recorded, on the right you will see text that says “Audio Recorded” as well as the length of that recording. You can click the Play button to preview the recording.
15. Type in the Announcement Name before saving. This is done by clicking OK.
16. Click OK.
17. Click OK and then click OK once more.
18. Go to the Queue Music metric, which is about five lines down under Voice Settings. You can click on the dropdown arrow to select from our options of default music.
19. The last thing to do here that is important is to go to the Digit Actions metric, and click the ellipsis tool associated with that metric.
20. A new window called “Digit Actions” will appear. Here you will see the thirteen different options that can be pressed from any phone. When you’ve filled in the desired fields, click OK.
21. Click OK again.
22. Click Save.