Connect Call Block

Connects a call to the destination specified by the Destination interaction property. If the destination extension has an agent logged in, Ivanti Voice attempts to reserve the agent, and tracks the agent’s state according to the state of the call.

Conditional Exits

The Connect Call block has conditional exits to determine the action of the voice application when the following events occur:

•No Answer - The destination phone rings but no one answers within the No Answer Timeout time frame (defined in the Settings section). This also includes other types of call termination results except busy and transfer.

•Busy - The destination phone is busy or the call is rejected by an agent.

•Target Disconnected - The call was terminated from target side, the current interaction is completed and a new interaction is created. This could be used for surveys when agent hangs up first and survey flow starts from this conditional exit.

•Interaction Parked - The destination agent may park the interaction to another agent after answering call. This conditional exit must point to the RouteAgent block for parking functionality to work. When block terminates through this exit the AssignedAgentID property is set to the ID of the agent the call was parked to, the current interaction is completed, and a new interaction is created. The property could be used for conditional branching to perform some actions on call park to specific agent IDs. To subsequently remove the AssignedAgentID property value, use the following:

Custom JavaScript block with following content: objAppCtx.Config.Item("Interaction").Attributes.Delete("AssignedAgentID");

•Transfer - After answering the call, the destination agent has either blind-transferred the call or completed a consult transfer of the call. The actual call transfer does not happen at this point; in order for the transfer to happen, the conditional exit must go to this or some other Connect Call block. When the block terminates through this conditional exit, the voice application sets the Destination property to the telephone number of the transfer destination. The current interaction completes and Ivanti Voice creates a new interaction (note that for consult transfers this exit is invoked upon transfer completion, and a new interaction is created). In order to transfer into a queue, the Transfer conditional exit should contain an If block that checks for specific numbers, sets the appropriate skills, and then goes to a Route to Agent block. For all other numbers there should be a Goto Connect Call to enable normal transfers. You can also use the Transfer conditional exit to change routing parameters and re-queue the call (i.e. transfer the call to another queue) by inserting a Request Skill block to change the skill requirements.

•Caller Disconnected - The call was terminated by the caller. The current interaction is completed. This conditional exit could be used to perform other actions after the call is terminated. For example, sending SMS/Tweet to the caller with details of the conversation or to post a feedback link.

Prompts

The Connect Call block has the following prompts:

•Hold Music Prompt - The prompt the voice application plays when the caller is on hold. The prompt is always played from the beginning. Refer to the Use Network Stream for Hold Treatment parameter in the Settings list below.

•Monitoring Notification Prompt - The optional prompt the voice application plays when a supervisor begins call monitoring (also participation, coaching/whisper). The prompt can be made audible to the agent and the caller, according to block’s parameters and is a short ding by default.

•RingBack - The optional prompt the voice application plays while the caller waits for Ivanti Voice to establish a connection. By default this is a US ringback sound: 4 seconds tone 2 seconds silence in cadence.

•Service Announcement - The optional prompt the voice application plays to inform the agent to which service an incoming call pertains or to play a beep as notification.

Settings

This block has the following settings:

•Label - Change the name of the block if needed to uniquely identify the use of this block in the application flowchart.

•Default Destination (Optional) - The default phone number to which the call connects if the interaction property Destination is empty.

•Override Destination (Optional) - The phone number to which the application connects the call. If this field has a value, the application ignores the Destination interaction property. Use this field only if you want to override the Destination interaction property.

•Enable call forwarding for agent destinations - Lets you enable call forwarding for destinations which have a corresponding agent logged in. The Connect Call block verifies if destination phone belongs to the logged-in agent. If so, by default, call forwarding is disabled for this particular call (so it will not be forwarded to the agent's voice mail). Checking this option forces the block to enable call forwarding. All standard call forwarding rules will apply.

•PBX Prefix (Optional) - This prefix will be added to destination number before the outbound call is placed (this could be a mandatory PBX prefix, depends on the dial plan configuration).

•Override Display Name - Enables you to override the SIP server Display Name in the outbound call.

•No Answer Timeout (Optional) - The number of seconds the voice application waits for destination to answer the call before executing the No Answer conditional exit. The default is 30 seconds.

•Bridged Voice Connection (Bridge RTP) - (Required in order to monitor or record calls.) When this option is selected, voice packets are sent through the server. Disabling this option increases server performance but disables the ability to monitor or record conversations. If you deselect this option, the Application Builder automatically deselects the Record Call check box (and if you select the Record Call option, this check box is also automatically selected). The default is selected.

•Outbound call (agent dialing out) - This field switches the roles of calls. There are two calls: one is the call which initiated the voice application; the other is the outgoing call being initiated by the block.

•If this field is not checked - The block considers the outgoing call as a call to an agent, updates agent states, and provides information for statistics based on this outgoing call.

•If this field is checked - The block will treat the initial call as an agent's call. The block also accepts transfer requests only from the agent's call; therefore, by checking this box you allow the block to handle transfer requests coming from the initial call (as opposed to the outgoing call being initiated by the block). Ivanti recommends you leave this box unchecked (check it only in rare cases when you have an outbound-like voice application).

•Monitoring Notification for (Client or Agent) - Determines if the Monitoring Notification prompt plays when monitoring begins. Select this option to let either the caller and agent (or both) know when a supervisor begins call monitoring.

You can record phone calls through the use of the licensed software. The laws on recording phone calls vary from country to country and state to state. Ivanti recommends you inform the other party or parties to your phone call that you are recording their conversation; however, it is your responsibility to comply with all applicable laws and regulations in your use of the licensed software. You agree to abide by all applicable communication, privacy, and similar rules, directives, and other laws in your use of the licensed software. In no event will Ivanti be liable for any action or inaction on your part which leads to or causes you to break the law.

•Record Call (Optional) - Configures the voice application to record the call. The recording starts when the agent answers the call and stops when the agent hangs up.

If you select this option, the Application Builder automatically selects the Bridged Voice Connection (Bridge RTP) check box.

If there is a Set Interaction Property block preceding this block, defining the QM_Recording Disabled property (set to the Boolean value true), the call will not be recorded, despite the recording schedule or the selection of this check box.

The Record Call option requires an optional Quality Management Recording Channel license.

•Allow agent to stop recording - Enables the agent to terminate the voice recording in progress at the caller's request (this may be required by local laws), by clicking the Stop Record button on the Agent Dashboard. To for the agent to see the button in the Dashboard, in addition to selecting this option, the associated privilege: Stop conversation recordings must be assigned to the agent. Refer to User Configuration for information about privileges.

•Force Auto Answer - Configures the voice application to force the Agent Dashboard of the target agent to automatically answer the call if the agent is logged in and in the Ready state. This function works only if the agent’s Agent Dashboard is set to allow auto-answering (click File > Softphone Options and select the Allow auto-answer incoming calls check box); also works with 3COM phones working with 3COM VCX switch. This option has no effect if the destination phone is not the Agent Dashboard and not a 3Com VCX phone.

•Auto Answer Delay - The number of seconds the Agent Dashboard rings before automatically answering the call.

•Use Network Stream for Hold Treatment (Optional) - Activates the network streaming capability, enabling the voice application to stream audio from a website to play for a caller while on hold. Selecting this option overrides the Hold Music prompt. If a problem with the network stream occurs, such as connectivity issues, the block plays the Hold Music Prompt instead. If you select this option, enter a URL in the Network Stream URL field.

•Network Stream URL (Optional) - The URL of the website that provides the streaming audio to play while the caller is on hold. If you select the Use Network Stream for Hold Treatment check box, enter a URL in this field. The URL must stream audio in Windows Media Services format (Windows Media Services is a part of Windows 2003 server). Note that there may be a considerable delay before the stream starts playing for the first client (i.e. if someone is on hold listening to network stream URL, there will be no delay). The stream playing is started from its current position (whatever is being streamed at the moment).