Engage Voice | Configuring cloud profiles

This article provides instructions for configuring cloud profile groups and cloud profiles, and associating cloud destinations and phone numbers to your cloud profile. A profile is a group of inbound telephone numbers you want to route and handle in the same way. 
 
Configuring a cloud profile requires activating the profile, specifying basic information such as a name and description and Caller ID type, and configuring the call services applicable to the cloud profile, such as recording or reverse match. You can also configure web services to fire when certain call triggers occur.
 
Each cloud profile will use a routing type that you specify to distribute calls to destinations.The Routing Type options available from the Routing tab in the cloud profile configuration panel specify the routing method (round robin, sequential, percent allocation, or geolocation) that you prefer for distributing calls to your cloud destinations. 
 
After you have added a cloud profile, you can assign destinations to the profile and give that destination a rank. The rank, along with the profile routing type, determines the routing algorithm the profile uses to send calls to a destination. When assigning a destination, you can choose to override the destination’s default configuration settings. 
 
You can then assign phone numbers to the profile from a list of available phone numbers in the system,and you can also configure DTMF events that can be used during calls in the cloud profile.

Cloud profile example

While there are many possible configurations for cloud profiles and destinations, one example is a cloud profile that is assigned two cloud destinations that you create. One destination is the off-platform ‘overflow’ site. This site would be named accordingly and the destination type set to a Route Destination Type of DID.
 
The second cloud destination would point to your existing inbound queue. 
 
When configuring the assigned destinations for your cloud profile, you could assign both destinations.

One way of configuring the routing for these two destinations is to select Percent Allocation for the Routing Type in the Routing settings for the cloud profile. You can select or adjust the percentage of off-platform to inbound queue routing within the cloud profile.

Adding a cloud profile group

To add a cloud routing group to contain your cloud profiles, follow the steps below.
1. Navigate to IVR > Cloud routing > Cloud profile via the left-hand navigation bar
2. Click the New group button at upper right to open the New cloud group modal window
3. Enter a name in the Group Name field  
4. Click the Save button at bottom right to save your changes

Adding a cloud profile

To add a cloud profile, follow the steps below.
1. Hover your mouse over the cloud profile group and click the New profile plus button that appears a far right
2. In the Profile Settings section, leave checked the Active checkbox to enable this profile
3. Enter a Name and Description to identify the cloud routing profile
4. Configure the remaining settings as desired
5. Click the Save button at bottom right to save your changes

Cloud profile configuration options

When you’re configuring your cloud profiles, you’ll have access to a variety of configuration options, which can be found in the cloud profile configuration panel. The list below contains all configuration panel options available for your cloud profile.

Configuring basic cloud profile settings

The General tab in your cloud profile’s configuration panel contains some basic but important cloud profile configuration settings. Let’s review each setting now.
  • Active: Activates your cloud profile so agents can begin taking calls
  • Name: A name for the cloud profile (this is a required field)
  • Description: A description for the cloud routing destination
  • Billing Code: If you use an external billing system, you can provide the billing code from that system in the queue to easily keep track of which customers (represented by the profile) are tied to which billing code. This setting is for reporting purposes only
  • Caller Id: The value to pass to the destination call center’s Caller ID system. The choices are:
    • ANI: Sends the caller’s phone number to the destination Caller ID system
    • DNIS: The profile phone number associated with the phone number the calling party dialed. This could be the number the customer dialed, or the number that someone called into that is assigned to another Engage Voice feature. For example, the customer could call into a queue that then routes to a cloud profile. The number assigned to that queue is the DNIS
    • Originating DNIS: The number dialed by the caller 
    • Unique ID: Sends a unique system generated Caller ID. The unique ID is useful for Caller ID systems that cannot read the 30 digit UII. The unique ID makes it possible to identify a particular call and agent in reports
  • Record Call: Enables recording of all calls. There may be a fee for this service
  • Reverse Match: Enables reverse matching to take the incoming caller’s telephone number and attempt to match it to a database for additional information such as name and address. There is a cost associated with running each match. When the call is assigned to an agent, the agent gets a screen pop with the caller’s ANI, name, and address, if that information is available.

    This information is also used for abandon callback mapping, where if a caller abandons the call while in queue, the system can use this information to generate a new lead. Note that this feature is supported only in the legacy agent interface
  • Intro Message: Specifies audio file(s) callers hear while waiting for an agent. If you select more than one audio file, the files will play one after the other in the order selected
  • Take Back Message: Specifies an audio file to play if ‘take back’ messaging is enabled, and a destination center sends a call back after accepting it. The purpose of the message is to assure the customer that they are connected and in queue waiting for an agent
  • Whisper Message: Specifies a short audio file to play to agents as they connect. The usual purpose of this message is to announce what kind of call is connecting. This is useful when agents take several kinds of calls. The whisper message should be short
  • End Call Message: Specifies an audio file to play if you ever have a situation where the route is exhausted. For example, select an audio that prompts the caller to leave a voicemail or to call back later
  • Short Call: A time (in seconds) to identify any call duration you wish to mark as a short call time. Call duration is talk time duration and not total inbound duration. For example, if you enter 30, the system will mark calls of 30 seconds or less as a ‘short call time’
  • Long Call: A time (in seconds) to identify any call duration you wish to mark as a long call time. Call duration is talk time duration and not total inbound duration. For example, if you enter 30, the system will mark calls of greater than 30 seconds as a ‘long call time’
  • Call Start: This web service fires when a cloud routing call starts
  • Call Connected: This web service fires when a cloud routing call is connected to an agent
  • Call End: This web service fires when a cloud routing call ends

Adding a cloud destination to a cloud profile

Once you’ve created your cloud destinations, you can assign them to a cloud profile. 
 
See Configuring cloud destinations for more information on setting up your destinations.
 
To add a cloud destination to a cloud routing profile, follow the steps below.
1. Navigate to IVR > Cloud routing > Cloud profile via the left-hand navigation bar
2. Expand your cloud routing group and select a cloud routing profile
3. Click the Assigned Destination tab in the configuration panel
4. Click Add Assigned Destination to open the Edit Assigned Destination modal window
5. Select an existing cloud destination from the Destinations dropdown menu
6. Specify a Rank for the destination
7. Specify a Take Back DTMF signal, if needed
8. Check Enable DTMF Events if you want this option
9. Specify a Activate Destination On
10. Specify a Caller Id type from the dropdown menu
11. Enable HTTP Pre-Route if you want this option
12. Specify Override Destination if you want to override settings from the cloud profile
13. Click the Save button at bottom right to save your changes

Cloud destination assignment settings

The system allows you fine-grained control of the settings that apply to the assignment of a destination to a cloud profile. You can find these settings when you add an assigned destination. Let’s review all your available cloud destination assignment settings below.
  • Destinations: The cloud destination to assign to the cloud profile
  • Rank: The default or assigned rank for this destination at the selected profile. Lower numbers are more highly ranked. The rank, along with the profile routing type (round robin, sequential, percent allocation, or geolocation) determines the routing algorithm the profile uses to send calls to this destination
  • Take Back DTMF: Identifies which touch tone to listen for from the destination to signal a take back. The cloud routing platform can interpret the take back DTMF signal, and take the call back in queue to route to another call center. If you have a destination call center using this type of routing, select the DTMF the ACD uses to send a take back
  • Enable DTMF Events: Enables the use of events configured on the DTMF Events tab of a cloud profile
  • Activate Destination On: Controls what iteration of the loop on which the destination becomes active 
  • Caller Id: The value to pass to the destination call center’s Caller ID system. The choices are:
    • ANI: Sends the caller’s phone number to the destination Caller ID system
    • DNIS: The profile phone number associated with the phone number the calling party dialed. This could be the number the customer dialed, or if you use track numbers, the translated number
    • Originating DNIS: The number dialed by the caller. If you are using call tracking, this is the track number dialed, not a profile phone number
    • Unique ID: Sends a unique system generated Caller ID. The unique ID is useful for Caller ID systems that cannot read the 30 digit UII. The unique ID makes it possible to identify a particular call and agent in reports
  • Enable HTTP Pre-Route: Used in conjunction with the HTTP pre-route URL configured at the destination level
  • Override Destination: Overrides the destination’s default configuration. For the descriptions of the settings you can override, see Configuring cloud destinations
  • Ignore ACD Exceptions: Specifies whether to consider the special ANI and velocity exceptions configuring in an inbound queue when routing calls to inbound queues

Configuring routing for a cloud profile

To configure how calls will be routed in a cloud profile, follow the steps below.
1. Navigate to IVR > Cloud routing > Cloud profile via the left-hand navigation bar
2. Expand your cloud routing group and select a cloud routing profile
3. Click the Routing tab in the configuration panel
4. Select a Routing Type for this profile from the dropdown menu
5. Select a value for Sticky Destinations routing from the dropdown menu
6. Select a value for the Route Exhausted action
7. Enter a number for the desired Repeat Count 
8. Enter a time in seconds for the Repeat Delay and Dequeue Delay
9. Click the Save button at bottom right to save your changes

Cloud profile routing settings

The system allows you to specify the type of routing that will be performed in a cloud profile. You can find these settings on the Routing tab in the cloud profile configuration panel. Let’s review all your available cloud profile routing settings below.
  • Routing Type: The type of routing method you choose to distribute calls in the cloud profile
    • Round Robin: The system distributes calls evenly between the profile’s assigned destinations. The first goes to the lowest ranked destination, the second to the next lowest ranked, etc., until each destination gets a call. The system starts over again with the lowest ranked destination. If a destination cannot accept a call for some reason, the system simply skips that destination and moves on to the next
    • Sequential: With sequential routing, the system will attempt to send calls to the lowest ranked call center for the length of the ring duration. If there is no answer in that time, the system try the next destination in the order
    • Percent Allocation: With percent allocation, the system sends a percentage of calls to each assigned destination. It takes 40 to 50 calls for the system to get the percent allocation correct. The percent allocation is accurate to within one half of a percentage over time
    • Geolocation: With geolocation, the system sends each call to the destination closest to the caller. The system reads the caller’s ANI, or 10 digit phone number. It converts the ANI to a zip code, and uses the geographic middle of the zip code as the caller’s location. It then looks to see if there is a destination within the specified distance of the geographic middle of that zip code. If so, it sends the call to that call center. If not, it sends the call to a default location. Since the system uses the caller’s phone number to determine the caller’s geographical location, the system may send some cell phone users to the ‘wrong’ location when a cell phone user calls from a geographical location different from the phone’s programmed location
  • Max Distance: The maximum distance in miles from the geographic middle of the zip code as the caller’s location, when determining whether to route that call to a destination. If there is no call center within that distance, then the call is routed to the lowest ranked destination. This field is configured only with Geolocation routing
  • Sticky Destinations: Routes return callers to the same call center they connected to before. Choose from the following options:
    • None: Do not use sticky destination routing (default). The system routes returning callers to the next available cloud destination, as determined by the Routing Type
    • Preferred: The cloud routing system tries to route returning customers to their last connected destination. If unsuccessful, the system then routes the returning caller to the next available cloud destination, as determined by the Routing Type
    • Required: The cloud routing system will only route returning callers to their last connected destination. If the system cannot connect to the last connected destination, the Route Exhausted action occurs
  • Route Exhausted: Indicate the action the system should take if all of the agents in all of the call center destinations assigned to this profile are busy
    • Hangup: Ends the call if all agents in all call center destinations are busy. The system will play the end call message and hang up
    • Voicemail: Sends the call to voicemail. The system will play the end call message and then send the caller to voicemail
  • Repeat Count: If all of the agents at all of your assigned call centers are busy taking calls, indicate how many times you want the system to retry all of your destinations before executing the Route Exhausted procedure.

    For example, if the value is 0, the system executes your selected Route Exhausted procedure when all of the agents at all of the call center destinations are busy. If the value is 1, the system retries each call center destination one time before executing the Route Exhausted procedure
  • Repeat Delay: Indicate the time in seconds, that you want the system to wait before retrying your call center locations, when all agents at all call centers are busy. This field is only relevant when you enter a value of 1 or more in the Repeat Count field
  • Dequeue Delay: Indicates the number of seconds the system should pause after the system answers a call before connecting it to an agent. The purpose of the delay is to give the caller time to hear the Intro Message (configured in the General tab) before an agent picks up

Assigning DNIS phone numbers to a cloud profile

To assign a DNIS phone number to a cloud profile, follow the steps below.
1. Navigate to IVR > Cloud routing > Cloud profile via the left-hand navigation bar
2. Expand your cloud routing group and select a cloud routing profile
3. Click the Inbound Dnis tab in the configuration panel
4. Click Show All DNIS to see all available numbers
5. Check the box(es) to the left of the DNIS(s) that you want to assign to the profile
6. Click the Save button at bottom right to save your changes

Adding DTMF events to a cloud profile

To add DTMF events to a cloud profile, follow the steps below.
1. Navigate to IVR > Cloud routing > Cloud profile via the left-hand navigation bar
2. Expand your cloud routing group and select a cloud routing profile
3. Click the DTMF Events tab in the configuration panel
4. Click Add DTMF Event to open the Cloud DTMF Event Configuration modal window
5. Enter a DTMF code to signal the event
6. Select the Event Type from the dropdown menu
7. In Single Play Audio, select an audio file to play a single time
8. In Looping Audio, select an audio file to play in a loop
9. Repeat steps 4-7 as needed to add more DTMF events
10. Click the Save button at bottom right to save your changes
For more information on the DTMF events you can configure, see Configuring inbound queue events.
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