Available in the Call Policy? | Available in the Data Analytics Policy? | Available in the Digital Policy? | Available in the System Policy? |
|---|---|---|---|
✔ | ✔ | ✔ | ✔ |
Purpose: 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.
Location: Action Container
Appearance: 
Use Cases:
Changes or adds certain features to a call, e.g. record pop, whisper text, CLI
Configuration
The options for this app consist of’ Name this item’ and ‘Configure this item’.
Naming the item will help make the policy easier to understand by others that will manage the policy.
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.
These are all the different properties that you could select from the built in tab:
Property | Values | Description |
|---|---|---|
Auto Answer SIP Device | true/false | With the value of this property set to True, the target device is automatically answered the moment the call reaches it. |
Withhold CLI | true/false | With the value of this property set to True, the display number of the caller is shown as anonymous. |
Internal CLI | Number | The value set in this property overrides the number displayed when calling internally and is displayed instead. |
External CLI | Number | The value set in this property overrides the number displayed when calling externally and is displayed instead. |
Early Media | Type: HTTP MP3, Shoutcast, Tone stream Value: | This value set in this property is played during ringing when set to a valid HTTP MP3, shoutcast or tone stream. |
Hold Music | Type: Built in, HTTP MP3, Shoutcast, Tone stream Value: Classical, African, Blues, Disco. Folk, Funky, Jazz, Modern | 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 | Default: 44 (UK 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 | Choose from the picklist. | 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. Default Voice is applied to both call legs, for any speech that is spoken to either the caller or the called parties. |
Call Queue Priority | 1 is the highest priority, 10 is the lowest. Macros must expand to a value between 1 and 10 - if they do not, the default of 5 is used. | 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 | Range = 1-999999 (default is 60) | 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 | Text field, pre-populated with http:// | The value set in this property overrides the ringtone of the called device by playing the wav file provided. Specify the HTTP address of a web site where a ring tone can be downloaded and played when the phone is rung. Note: this feature is only compatible with certain devices. |
Text Ringer | Default: Blank | 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. Specify the text name of the ring tone to be played when the phone is rung - Format: Ring(0-6). e.g Ring1, Ring5. Note: this feature is only compatible with certain devices. |
CTI Whisper Text | Text | The value in this property can be set to any text, which is then displayed in the CTI. |
CTI Custom Pop Record | SF ID | When the value in this property is set to a specific Salesforce record ID, that record is popped at this point in the policy. |
SCV Transcription Language | Choose from the picklist. | The language used for real-time transcription. |
Call Queue Weight | 1 is the highest priority, 10 is the lowest. | 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. |
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.
Custom Properties can be used to populate any field on the Call Reporting object.
Property = the field label of the field you wish to populate. For example, for the field ‘Main_Switchboard__c’ the Property should be ‘Main_Switchboard’ - just remove ‘__c’. This could be a custom field on the Call Reporting object or an existing field like ‘Account’
Value = whatever you wish to populate the field with, this could be text, boolean, etc.. depending on the field type
Export = This toggle is false by default but when the toggle is true, it populates on any subsequent legs if the call was transferred (including passing into other routing policies).
The custom properties work as follows:
They populate on the call legs/channels as the calls are taking place.
They may be reflected in the Call Reporting record if a field exists with the field label.
They are are usable in Lua or in any apps that support macros.
They can be referenced later in the policy in the following format $(Custom_Field)
