Create a 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.i., sales, tech support, marketing).
Skill Priority: This allows you to rank how important a skill group will be with 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.
3. Linear: The call will go through the line up of agents you have set up.
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.

IP Office Tag: This box allows you to select tags that will connect you to the IP Office. It’s important to know that what is entered into the IP Office Tag section must exactly match how it is entered into IP Office Manager.
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.
Queue Announcements: This is how you set up your 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: This will mark whether the announcement you’ve created is related to Queue Callback (QCB).
3. Click “OK.” From here, you can either click on the blue bar again to set up another announcement, or if you are done, 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 customizing your own announcements.
Queue Timeout: If someone has been waiting in the queue an abnormally long time, there’s a likelihood they’ve forgotten they were waiting in queue, or are no longer interested in speaking to someone. To eliminate these people from the queue, you can select a time limit someone can wait in queue and where to redirect them once they’ve been removed from the queue.
Queue Overflow: If all of your agents are busy in a specific skill group, you can designate an overflow group (different skill group) to send callers to.
Digit Actions: This option allows you to specify which number on a phone keypad will direct
callers to which location.

Queue Callback Settings

Queue Callback Strategy: With Queue Callback, a caller can choose to reserve an agent and not wait on the phone, or wait in queue. This option allows you to select which Queue Callback strategy this skill will have.
Queue Callback Snooze: If a caller selects to reserve an agent and the agent calls back, this snooze option allows the caller to click to have the agent call back again within a specific timeframe.
Outbound Dial Code: When making an outbound call, you can decide if the dialer has to hit an extra number or series of numbers before dialing the actual phone number.

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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.