17.2.13. Manage Properties App

Summary

Used for: Changes or adds certain features to a call, e.g. record pop, whisper text, CLI or custom fields…
Container: Action
Call Policy: ✔
Data Analytics Policy: ✔

Configuration Details

The Manage Properties app changes the characteristics of the call from the point in the policy to which it is applied. As many characteristics can be changed as required by adding new properties and specifying their value.

Policy Type

Location

The Manage Properties app is found in the Action container:

Configuration

The options for this app consist of Name this item and Configure this item:

Configure This Item

In either Built In Properties (populated with pre-defined properties, shown and described below) or Custom Properties (blank fields, ready for custom populating), click Add Property to open a property dialogue box:

Adding a Macro

If a padlock appears on the Value field, this can be clicked to ‘unlock’ the field. By doing this, instead of selecting from the predefined values (see below for ranges), a macro can be inserted, either from the macro selector or from scratch. The macro selector icon is also displayed in several of the value fields which require a more customised response, shown below with a **.

Once a Property has been configured, it cannot be added again within the same App. Once used, the property in any subsequent drop down field is greyed out.

Auto Answer SIP Device

With the value of this property set to True, the target device is automatically answered the moment the call reaches it.

Withhold CLI

With the value of this property set to True, the display number of the caller is shown as anonymous.

Internal CLI

The value set in this property overrides the number displayed when calling internally and is displayed instead.

External CLI

The value set in this property overrides the number displayed when calling externally and is displayed instead.

Early Media

This value set in this property is played during ringing when set to a valid HTTP MP3, shoutcast or tone stream.

Hold Music

This value set in this property is played during hold when set to a built-in music option, HTTP MP3, shoutcast or tone stream.

Home Country Code

The value set in this property overrides the home country prefix of the number being dialled from when making external calls. This is useful when a call needs to look like it is coming from a specific country but, for whatever reason, the caller is in another country.

Default Voice

The value set in this property (selected from the list of available TTS voices) sets the voice for all text to speech usage from this point in the policy.

Call Queue Priority

The value set in this property sets the priority of the call within the policy. This can be used by the Call Queue Component to prioritise calls to agents. It uses whichever parameters have been set for the policy to assign a value to the call. The higher the priority of the call, the sooner it is routed to an agent. Call Queue Weight (below) and uses the priority set here and the time the call has been in the queue to route more intuitively.

Solid Call Threshold

The value set in this property assigns the solid call threshold of the call. If a call is shorter than this, it isn't considered 'solid'. This is mostly useful for reports, as if a user makes many short calls (shorter than the default 60 seconds) it may be, for example, that they need training on first impressions.

WAV Ringer File

The value set in this property overrides the ringtone of the called device by playing the wav file provided.

Text Ringer

The value set in this property overrides the ringtone of the called device. It normally relates to a Ringer File loaded onto the phone. If the Wav Ringer File address is set (above), then the phone first tries to download the WAV formatted ringtone from the URL. If it fails, it turns to this value to find the related internal ringtone. If this is not found, then the default ringtone is played.

If using an http address the file MUST be in U-Law, 8k mono, WAV format.

CTI Whisper Text

The value in this property can be set to any text, which is then displayed in the CTI.

CTI Custom Pop Record

When the value in this property is set to a specific Salesforce record ID, that record is popped at this point in the policy.

Call Queue Weight

Call Queue Weighting takes into consideration both the priority of the call (set above), and the length of time a call has been held in the queue. This makes sure that even lower priority calls don't end up being queued for too long, even if a call with a higher priority comes in.

To use this feature, this property should be configured into a policy before calls are routed into a Call Queue app. In the Call Queue app, in the Properties tab, the Queue Algorithm should then be set to Weighted Queuing Time. This influences the order of callers in the queue and allows the ones who have waited for a long time to be put ahead of those who have just entered.