Create an Inbox 

Prerequisites

• Owners and Admins having Permission for Phone System can access the Inbox Management tab 
• The organization must have at least 1 Contact Center license and it must be assigned to the Owner or Admin

Configuration

Set up General Settings of each Inbox

General Settings

• Name: This is the name you set for your inbox. It can be edited as well
• Priority: The priority of queues determines which call is assigned to agents if they have several incoming calls at the same time
• Inbox extension: It is the code used for transferring calls among different queues
• Wrap up time (seconds): Allocating a ‘wrap up’ period at the end of each call gives agents time to fill in surveys and record any important details about the call
• SLA threshold (seconds): Calls answered within this threshold to fulfil the SLA
• Abandoned threshold (seconds): This metric will help to distinguish if the caller hangs up after the threshold (That particular call will be identified as an Abandoned Call)

Manage Agents for each Inbox

Agent Management

Ring time per agent (seconds): Here you can set up the maximum ring time for each agent. Default value is 15 seconds
Ring mode: This determines the way of distributing incoming calls to a group of agents or extensions. Ring mode specifies the order in which the agents or extensions are alerted or rung when a call arrives

• Round Robin (Circle Ring): Calls are distributed evenly among the team. The queue has multiple agents and incoming calls will route to them sequentially.
  Just add agents in the order that you want them to ring. When a call comes in, each agent is rung in order, one after another. However, the last agent used is remembered. The next call received rings the next agent in the list.
• Ring All (Simultaneous Ring): When a call comes in, all users in the Extension List ring simultaneously.
• Proficiency Level: The incoming call will be assigned to the agent with the highest proficiency. For example: Agents 116, 150, and 110 have proficiency 1, 3, and 2, respectively. The incoming call will be assigned as this order 150 > 110 > 116.
• Sticky Agent: When there is an incoming call to the Call Center, the first time, system will round-robin among the available agents to assign the call. The second time onwards, the call will be transferred to the last assigned agent. If after X number of times, the agent misses the call or is unavailable to answer, the system will round-robin among the available agents to assign the call. Moreover, if the caller does not want to wait, they have the option to leave a Voicemail or trigger a Callback.
• Longest Idle (Uniform Ring):  When a call comes in, the extension that has been unused for the longest period rings first, then the extension that has been idle second-longest rings, etc.

Agent: Here you'll select the agents that you would like to assign to the queue. Only those agents will be displayed who are assigned the Contact Center license

Manage the display Popup of each Inbox

Popup Configuration

• Screen Popup: You can enable the screen popup to display inbound call information
• Answer Script: The system allows you to create scripts for guidance. Your agents can use these answer scripts while communicating with customers
• Agent Form: In the Form Template, you can configure multiple options for Agents to tag and add notes to the call

Customize the Message Flow of each Inbox

Announcement Message

• Initial Message: This is the message the caller will hear immediately, once they enter a queue and it will be played only one time
• Marketing Message: Marketing message will be played after the initial message (if enabled). Otherwise, callers will hear this message first.
• Music on hold: This is the music callers hear while in a queue, waiting for agents. If no file is uploaded, Music On Hold will play the default music set by the system.
• Update Message: Update message will be played after the music on hold. This section also includes the digits entered by the user during announcement. For a unified flow and better user experience,  callback and voicemail features are merged under “Update Message” settings (in both creating and editing view). 

1. Offer Callback
2. Offer Voicemail

Offer Callback: 

Callback feature allows a caller to choose to be called back rather than wait on hold in the queue.

• Trigger Digit: Set up the digit to trigger the callback feature here and update the message at Announcement Message. Instruct the callers to press the predefined digit to request a callback if they want to (Max. 5 Digits)
• Ask Caller's Contact Message: This message is played after the callers trigger a callback request (Max. limit 2000 characters)
• Check for Number Validity: Check if the caller's input number is valid or not based on the predefined contact number format
• Confirm Input Message: This message is played after the caller leaves their  contact information
• Confirm Input Digit: Add a digit to confirm that the contact is correct 
• Wrong Input Digit: Add a digit for callers to confirm that the contact is incorrect so they can input their correct contact number
• Thank You Message: Played after the recipients confirm that the contact is correct
• Hang Up Message: Played when the callers do not input a valid number within the allowed retry times 
• Language: You can choose a language for the messages
• Callback Caller ID: Choose a caller ID for Callback calls
• Callback Queue type: Choose a queue to handle Callback calls

Offer Voicemail:

Voicemail feature allows your callers to record a message and leave it in the system. Your agents can listen to this message at a later time and perform actions accordingly. 

• Trigger Digit: In this section, you can set up the digit to trigger a voicemail feature and update the message at Announcement Message. Instruct the callers to press the predefined digit to leave a voicemail if they want to
• Message: Play a message to the callers 
• Language: Choose a language for the message

Setup Action for Max Queue Size

Max Inbox Size

This feature is used to define the Queue size of the Inbox and what action will be taken when reaching the maximum queue size. Select an action when the max queue size is reached: 

• Offer Callback
• Offer Voicemail
• Hang Up
• Forward Call

Setup Action for Max Wait Time

Max Wait Time

This feature is used to define the maximum wait time for which a caller can be waiting in the queue. Select an action when the max wait time is reached: 

• Offer Callback
• Offer Voicemail
• Hang Up
• Forward Call

Post Call Actions

• IVR Survey
• SMS Survey

IVR Survey

Allows you to trigger an IVR post-call survey played to your callers

• Trigger Code: This is the pre-set code/digit which the caller inputs to start playing the post-call survey
• Survey Form: Choose a created Survey Template
• Start Survey Message: This is the first message that will be played to the callers
• Invalid Input Message: Only played if the callers input an invalid answer after three times
• End Survey Message: Only played if the callers input a valid answer
• Language: Choose a language for the TTS (Text-to-speech) feature

SMS Survey

Allows you to send an SMS survey to your callers after the call ends.

• Survey Form: In the Survey Template, you can configure multiple options for customers to answer. You'll need to select the survey template of your choice
• Start Survey Message: This is the first message sent to the callers
• End Survey Message:  This message will be sent only if the caller inputs a valid answer
• Sender Name: Choose a sender name from the list
• Max Wait Time for Each Response (minutes): This is the maximum time system will accept the caller's answers. After this time, all caller's answers will no longer be recorded and sent to your system

Delete an Inbox

Users can delete an inbox with call type. 

• If the queue is being used in an active version of the Auto Attendant flow, then a pop-up warning message will appear on the screen that the queue is being used (in which flow and block)
• Users will not be allowed to delete the queue

• Users will only be allowed to delete the queue if it is NOT being used in any active version of the Auto Attendant flow

View/Edit Contact Center Settings

• Users can view/edit the Contact Center settings after creation