Create a Contact Center (Multimedia) Skill

1. Navigate to the Chronicall main page.
2. Click the “Multimedia Configuration” tab on the left-hand side bar.
3. Click “Multimedia Skills” in the drop-down menu that appears.
4. A pop-up window will appear. To add a skill group, click the “Add Skill” button in the bottom left-hand corner of the pop-up window.
5. A new pop-up window will appear that will allow you to customize your new skill. The skills include:

Skill

Skill Name: Enter in the name of what you want to call the skill group (e.g., sales, tech support, marketing). This is the name the group will appear as in reports and wallboards.
Skill Priority: This allows you to rank the priority of the skill group over others, 1 being the lowest priority and 10 being the highest.

Voice Settings

Routing Algorithm: You can choose what pattern you want your incoming calls to ring in. The patterns include:

1. Most Idle: The call will go to your most idle user.
2. Circular: The call will ring around the office until a user is free to pick up. This is a similar configuration to Linear but the calls will be round-robin.
3. Linear: The call will be delivered to the highest skilled agent first, if available, every time. Then the call will be delivered to the second agent and so on and so forth. Consider this a priority list. It does not take into account the agent’s skill level in other skills. If two or more agents have the same skill level, the agent with the longer idle time will take priority.
4. Intelligent Highest Skill First: This feature is unique to Chronicall. This option allows the call to go to the person who is the most skilled to answer the caller’s questions. For example, if User A and User B are equally highly skilled in Skill 1, but User A is also highly skilled in Skill 2, then the call will go to User B so that the User A can stay open.
5. No Routing Algorithm: This routing algorithm is reserved for IVRs and will not automatically route to any agents until a menu selection is made. After the caller has made a selection, the call will be routed to another group which can route the call using its own routing strategy.

To read more in-depth information on routing algorithms, click here.

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Intelligent Highest Skill First

The Intelligent Highest Skill First routing algorithm requires Queue Callback licensing.

Skill Routing Identifier: This is the shortcode/tag configured in IP Office to identify routing to this skill group. It’s important to know that what is entered into this field must exactly match how it is entered into IP Office Manager or VMPro.
Language Pack: You have the ability to select which language you want your automated voice to say. If none of the options are satisfactory, you can click the three dots located on the far right and import yourself (or someone else) speaking in the language you want the automated voice to say, including your own version of English or Spanish.
Queue Announcements: This is how you set up the caller’s experience while waiting in queue. You can edit what announcements you want to be said and when they are said when designing your queue.

1. Once you’ve clicked the three dots, the “Queue Announcement Configuration” window will appear. To get started, scroll your cursor over the blue bar and click where you would like your first announcement to begin. Make sure to click the white circle of the pinpoint.
2. When you’ve clicked, the “Edit Queue Announcement” will appear.
   a. Start Time: Here, you can select when you want the announcement to begin, so it really doesn’t matter where you clicked on the blue bar.
   b. Repeat Interval: If you want the announcement to repeat, you can select how frequently it repeats by customizing a time interval.
   c. Repeat Limit: This allows you to establish whether or not you want the announcement to repeat and how many times you want it to repeat.
   d. Announcement: You can choose what type of announcements you want, either by choosing from the options we’ve provided, or by selecting the three dots on the far right and customizing your own announcements.
   e. QCB Related: Specifies that the announcement includes a queue callback offer. If it is set to true, the announcement will discontinue playing if the call is outside the QCB offer window, if there are no available QCB Ports, or if the customer has been called back and returned to the queue.
3. Click “OK.” From here, you can click on the blue bar again to set up another announcement if you need.
4. You can also click the pin on the green bar to create an end of skill announcement. Once you've clicked the pin, a window will pop up called "Edit End of Queue Announcement." You can click the drop down menu, or click the ellipsis to draft your own end of queue announcement. Click "OK" when you are done.
5. When you are done adding announcements, click "OK" again.

Queue Music: You can choose what type of music you want, either by choosing from the options we’ve provided, or by selecting the three dots on the far right and adding your own music. Beware of copyright infringement.
Agent Ring Time: This allows you to customize ring time per skill for your agents. If the Agent Ring Time is set to zero, it does not mean that the call won’t ring. It simply means that the Agent Ring Time will be set to default instead of being customized by skill.
Queue Timeout: This provides the option to overflow a queued call to another group, extension, or voicemail box after a set period of time in the queue. The caller will remain in the queue until this time is met.
Queue Overflow: If all of your agents are busy in a specific skill group or nobody is logged into the skill group, you can designate an overflow destination to send callers to. You can also determine time intervals to check your overflow with Check Overflow Frequency, which is a sub feature of Queue Overflow.
Digit Actions: These are DTMF tones that can be pressed while in queue to schedule a queue callback or opt-out to another destination as defined.
Max Calls Allowed in Queue: This provides the option to limit how many calls are in the queue.
Clear Queue at End of Day: This option allows you to select a time in which the queue will be cleared out, most likely at the end of the work day. You may specify where to transfer the calls including another skill group, extension, shortcode, or voicemail box.

Queue Callback Settings

Queue Callback Strategy: Queue Callback provides two options for the caller: Wait in Queue and Reserve Agent.
Wait in Queue
When a queue callback has made its way to the top of the waiting list and is first in queue, the Chronicall Multimedia Server will call the customer back and, if accepted, place them back into the first place (next) in queue. The wait in queue option is optimal for queues with many agents.

Reserve Agent
When using the Reserve Agent queue callback strategy, the customer will be called back once they have reached the front of the line and an agent is available. Chronicall will reserve the agent while the customer is called back and offered the option to accept. Then the call is sent to the reserved agent. This strategy is optimal for sites with few agents and long wait times.

Queue Callback Snooze: When a queue callback is returned, the customer will be presented with the option to accept, snooze, or cancel the call. If they choose to snooze the call, Chronicall will wait a predetermined additional amount of time and will then attempt to call the customer back after the alloted time.
Outbound Dial Code: Outbound Call Prex is the prex used to dial out from the PBX. E.g., dialing 9 before making an external call.
Callback Offer Window: This is the window of time that any configured queue callback announcements for the skill group can be heard or scheduled. Outside of this window, your callers will not be able to hear or schedule the queue callback option. A common use is to stop offering callbacks to be scheduled in the final hour of your call center’s availability.
Max Pending Callbacks: This option allows you to set the amount of customers that are allowed to select the queue callback option. For example, if you set the max pending callbacks to eight, only eight customers will be allowed to select the queue callback option. If all eight queue callback slots have been selected, anyone past that will still remain in the queue, but the queue callback option will not be presented to them.
Clear Pending Callbacks: This option allows you to select a time in which all of your remaining queue callbacks are cleared out, most likely at the end of the work day.
Max Callback Attempts: If a callback to the customer is unanswered, by default the system will try again later. This setting defines how many unanswered attempts will take place before cancelling the callback.
Attempt to Guess Return Number: This is a setting you can set to "True" or "False." If set to "False," the customer is required to enter in their number when requesting a queue callback. If set to "True," the queue callback software will read back the caller ID number recognized by the PBX for the customer. The customer can also enter in a different number in which to be called back.
Include Estimated Wait Time: This is an announcement in the Queue Callback scheduling module that will announce an estimate of when the system will call you back.

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Queue Callback Settings

The Queue Callback Settings requires Queue Callback licensing.

Chat Settings

Invite Header Text: You can customize what you want your header to say in your chat settings.
When All Agents Are Busy: You can choose what help you offer your clients when all of your agents are busy. You can also customize the text.
When No Agents Are Logged In: This box offers the same thing as “When All Agents Are Busy.” You can choose what help to offer your clients and customize the text for it.
Canned Messages: This provides a way for you to write customized messages if we don’t have all of the chat options you would like.
Chat Widget Text Customization: When an action is taking place in a chat conversation, you can decide what the widget will say to clarify what action is happening in the chat.

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Chat Settings

The Chat Settings requires Web Chat licensing.