17.2.5. Connect a Call App

Call

Data Analytics

Available

Not Available

Built In Property

Value (*default)

Notes

Call Connect Timeout

30*

Specify how long in seconds the call should keep ringing for. If, after this timeout has expired, the call has not been answered, the call will progress to the next app in the container, or to the container itself.

Call Waiting

Unchecked*

If checked, when the callee is already on a call, they will be informed that this call is waiting.

Hangup After Connect

Unchecked*

After a call has been answered by a call queue agent, the call has proceeded and the agent has hung up, check this field to automatically hang up the call. If the Transfer After Connect field is populated with an explicit number, this cannot be checked.

Transfer After Connect

Blank text box

After a call has been answered by a call queue agent, the call has proceeded and the agent has hung up, this field can be configured to then have the call transferred to the end point held within. This is useful for taking automated surveys after the call is complete.

The macro selector icon is available in this field and can be clicked to insert a macro, either from the macro selector or from scratch.

Continue On Fail

Checked*

Present Caller Identity Name (internal)

Blank text box

When a call is internal, the contents of this field (if it is populated) will be displayed as the caller ID.

The macro selector icon is available in this field and can be clicked to insert a macro, either from the macro selector or from scratch.

Send DTMF when call connects

Unchecked*

Built In Property

Value (*default)

Notes

Announcement

Blank text box

Enter the message to be played to the caller.

The sound selector icon is available in this field and can be clicked to insert a prerecorded sound. When a sound is added, it is displayed as a tag in the text field, for example, {WelcomeCaller}. If the sound tag is not recognised as valid, then it is shown in red, while a known sound tag is displayed in blue. Sound files can be mixed into TTS, for example {WelcomeCaller}. Click 1 to proceed.

The macro selector icon is available in this field and can be clicked to insert a macro, either from the macro selector or from scratch.

Accept Key

Dropdown list: No acknowledgement required

Select a key for the caller to press to acknowledge that they have heard and accept the contents of the announcement. By default, no key needs to be pressed.

Maximum response time (seconds)

Text box: 10*

Select the maximum number of seconds offered to the caller to press the appropriate Accept Key.

Announcement repeat

Text box: 5*

Select the number of times the announcement should be played while waiting for the caller to press the appropriate Accept Key. If an accept key is configured, but remains unpressed after the specified number of announcements, the call will progress to the next app in the container, or to the container itself.

Built In Property

Value (*default)

Notes

Caller Initial Feedback

Dropdown list: Ring Tone*/Music

Select from the dropdown box whether the caller initially hears a ring tone (default) or music, until the announcement starts.

Caller Waiting Feedback

Dropdown list: Ring Tone/Music*

Select from the dropdown box whether, after the announcement, the caller hears a ring tone or music (default), while they are waiting.

Music on Hold

Dropdown list: Default*

Select the music that will be played to the caller. Default is the Hold Music set within Account Settings.

Announcement whilst Camping

Text box: I am sorry to keep you waiting*

Enter the message to be played to the caller. It is useful as a part of this message to inform which key will exit the call from camp.

The macro selector icon is available in this field and can be clicked to insert a macro, either from the macro selector or from scratch.

Announcement delay (seconds)

Text box: 10*

Specify after how long (in seconds) the announcement is to be played to the caller. This is only played once.

Camp Exit Key

Dropdown list: 1*

This is the a number that the caller can press to leave the camp and move to a further option within the policy. If the caller chooses this option, then the call exits through the link from this app.

Connect Attempts

Text box: 3*

This is the number of attempts that the camp will try to ring the specified end points. If there is no answer after the required attempts, the call will progress to the next app in the container, or to the container itself.

Connect Attempt Pause (seconds)

Text box: 10*

This is the time (in seconds) between each connect attempt.

If the app is triggered but there is no link to a follow up container, the call is hung up as a default.