How to start receiving calls with Voiso

Who should read this article: Administrators

An overview of what is needed to enable agents to start receiving calls.

Introduction

Voiso provides a simple-to-use interface that enables you to set up Numbers, Caller IDs, Users (agents), and Teams so that your contact center can receive call from your clients (contacts).

Phone Numbers

The first thing that you need to start receiving calls through Voiso is at least one phone number.

Voiso enables you to buy phone numbers or add your own phone numbers for your contact center using the Numbers page. In the Voiso navigation bar, select Inbound > Inbound Numbers. Access numbers you already have on the My numbers page.

To buy new numbers, click Buy numbers and search for available numbers by country and geographic region. Select the numbers you want to purchase, then click Buy numbers to add the numbers to your list of numbers.

To add your own numbers, click My numbers, then click Add 3rd party number and enter your number, country, and number type.

For assistance with buying or importing numbers, contact your Voiso account manager.

Creating a queue

To receive calls in your contact center, you require a call queue. A Queue is the Voiso feature that automatically distributes (routes) incoming calls to your users (agents) based on specified conditions.

To create a queue, in the Voiso navigation bar, select Inbound > Queues to display the Queues view.

Next, click Add new queue to display the Add queue view.

Give your queue a name that represents your business processes. Optionally you can assign an extension for the queue within your network if routing condition rules do not support queue names, or to enable agents to transfer calls to a queue by dialing the queue extension.

Next, assign agents to the queue. In the Agents section, click Edit. In the Edit agents in queue panel, select the agents that you want to be associated with this queue (an agent may be assigned to more than one queue). To add all agents, select All agents. Click Save.

Use the Strategy menu to select one of the following call distribution strategies (strategy):

The remaining options and fields are not mandatory; however, to optimize your contact center performance and customer experience, Voiso recommends that you add a supervisor to monitor the queue, include music on hold (MOH) and an in-queue announcement, and set a failover destination if a call is not answered.

Click Save to create the queue.

Creating a Script or Flow

You can create flows or scripts, according to your business strategy, to define when and how inbound calls are routed in your contact center.

Voiso provides the following script types with additional options available for each type:

To create a new script, in the Voiso navigation bar select Inbound > Scripts to display the Scripts page.

Next, click Add new script to display the Add script page.

Give your script a name, then from the Script type menu, select Queue. The settings for a queue script are displayed.

In the General settings, select the inbound number or numbers for the queue from the Channels menu. Use the Queue menu to select the queue you created in the previous section. The remaining settings should be specified according to your business processes. Click Save to create your script.

Ensure that your queue script is active in the Scripts page by selecting Active in the Channels column.

You are now ready to start receiving inbound calls.