Engage Voice | Configuring inbound integrations

Inbound routing overview
Intro to inbound routing
Inbound queue groups
Creating an inbound queue group

Managing inbound queue group skills

Creating an inbound priority group
Inbound queues
Creating an inbound queue

Configuring inbound queue settings

Configuring inbound call recording settings

Configuring inbound metric settings

Configuring queue audio settings

Configuring agent settings on a queue

Configuring inbound integrations

Setting up daily inbound business hours
Manual outbound dialing
Manual outbound dialing overview

Configuring an inbound queue for manual outbound dialing

Configuring an agent for manual outbound dialing
Inbound queue events
Intro to inbound queue events

Configuring inbound queue events

Using Sync (Busy) Queue Wait

Managing inbound priority queue events
Testing inbound queues
Inbound queues testing overview

Testing call routing in your inbound queue

Reviewing inbound queue call data in Analytics
Omni-channel: Digital routing overview
Intro to digital routing
Omni-channel: Digital queues & skills
Creating a digital queue group

Managing digital queue group skills

Creating a digital queue

Configuring digital queue settings

Setting up digital queue business hours

Configuring digital queue number assignment
Omni-channel: Queue events
Intro to digital queue events

Configuring digital queue events

Managing digital priority queue events
Omni-channel: Dispositions
Intro to digital routing dispositions

Managing digital routing dispositions
Omni-channel: Routing rules
Intro to routing rules

Configuring routing rules
Omni-channel: Routing priority
Intro to routing priorities

Managing routing priorities
Omni-channel: Chat widgets
Intro to chat widgets

Configuring chat widgets

Assigning chat widgets to digital queues
Omni-channel: Requeue shortcuts
Intro to requeue shortcuts

Configuring requeue shortcuts

Assigning requeue shortcut groups
Omni-channel: Blocked IP
Intro to Blocked IP

Configuring Blocked IP
Omni-channel: Priority groups
Intro to priority groups

Configuring priority groups

If you wish to configure queue-specific integrations, you can do so via the General tab in your queue’s configuration panel and scrolling to the Integrations section. See below for a list of all settings available for inbound integrations.

Dequeue Web Service: This web service fires every time a caller is sent to an agent (even if the agent does not answer the phone). This may result in multiple calls to the web service for the same phone call
Auto Result File Destination: This is a legacy feature that provides preconfigured call detail records to be sent daily. We recommend that you instead use the customizable historical reports available in the platform
Agent Connect Web Service: This web service fires when an agent is successfully connected to a caller
Post Call Web Service: This web service fires when a caller hangs up the phone, or an agent disconnects the call
Agent Termination Web Service: This web service fires when an agent session is terminated
Post Disposition Web Service: This web service fires when an agent dispositions a call
Transfer Termination Web Service: This web service fires as each call transfer is terminated — once per transfer

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