¶ Description
The given section will help you to adjust the robot, IVR and behaviour of a telephony in the certain situations.
¶ Typical settings situations
In the SCAT Admin Panel -> Settings -> Server Settings -> Telephony.
¶ How to turn on a robot for vehicle messages
- Turn on the robot;
- Enable confirmation;
- Notify when a car is approaching;
- Report the car to the preliminaries.
¶ How to set up telephony so that the client can connect to the driver:
`⚠️ Pay attention!
Call to driver will be made from company numbers
- Allow the connection to the driver.
¶ How to configure the telephony, so that when you wait a long time to select the car robot automatically called customers and offered to wait more and subsequently refused to the client service if the car was not found:
- refuse customers;
- Time to reject - here we specify the time from the beginning of the order status "Free" to the first call with an offer to wait for more;
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- The number of "wait for more" offers - here you specify the number of calls to the client with the offer to wait for more, after which the robot will call you and tell you that the car could not be found;
- cancel order if not called - this will cancel the order if the client is not called.
¶ How to adjust the number of attempts to call the client by the robot:
- Number of attempts to call - the full operation of the rule will be taken into account. For example: you have 3 SIM-cards for calls, and the number of attempts to call 4, as a result, the program will try to reach the client 3*4=12 times;
- Pause between attempts - how many seconds to wait after triggering of full callback cycle (all SIM-cards of the specified direction will not reach the client).
##Our clients are ready to wait a minute on hold after the dispatcher. How to set up the message of found auto at the first call (fleet can quickly find the auto to the client): - Handle calls on hold - the dispatcher, after specifying the order data, sends a hold request.
The client hears a waiting tone while searching for a car; - Cancel the order if the client did not wait for the message on hold - will cancel the order if the client, while waiting for the auto message on hold, hangs up.
¶ Changes in telephony structure:
You can contact a technician to:
- Replace greeting.
⚠️ Note!
While playing the greeting, the dispatcher will not receive notification of an incoming call. It is recommended to keep it short; - Replace or add waiting tones. After the greeting, the customer hears a standby tune or other audio file;
- Replace periodic alert. By default, the SCAT software announces to the client that the operators are busy, this audio file can be replaced;
- Change dial plan (call processing rules). For example: add prefixes to the phone operator.
- Connect and configure the gateway to the telephony server;
- Connect and configure SIP number;
- Connect a contact center (outsourcing). For example, Telepilot.