19.12.2023

Building a Hotline from Scratch

How to Set up a Hotline in Oki-Toki from Scratch: Configuration of Vital and Optional Components for Managing Incoming Calls.

Building a Hotline from Scratch

Handling incoming calls is just a part of our product “Cloud Call Center”

Connecting a SIP provider

To do this, you need to:

  • Go to the section “SIP Telephony” – “SIP Providers” and click “Connect”;
  • Enter the name of the SIP provider and save it. The created SIP provider serves as a “folder” for SIP gateways, which we will connect internally. We can route telephony through these folders to different projects, without mixing all established SIP connections in different business projects;
  • Go to the created folder and now we need to create the first SIP gateway. Press the “Create” button;
  • Almost always “Client sip reg” is used. If the SIP provider talks about a connection option where Oki-Toki exchanges IP addresses with them, the “SIP Trunk” template is used;

Creating a hotline: Connecting a SIP provider

 

  • Enter the connection data from the SIP provider. For Client SIP reg, usually it’s enough to enter login (Login/username/SIP ID/Authorization ID), password and domain (sip address/sip domain). Leave the rest by default;
  • As a result of successful connection, the status REGISTERED will appear in the right column (In case of unsuccessful registration, the status EXPIRED will be displayed). If the status didn’t appear immediately, try refreshing the page after a few seconds, since the SIP provider does not always register the connection instantly (this will only allow you to see the registration status, but does not affect the registration itself).
  • Finally, to complete the SIP provider connection, specify to which numbers it can call with certain prefix (starting digits), for example: Russian and Kazakhstan numbers start with “7” or “8”, while Ukrainian numbers start with “380”.

Creating Scripts

Create a logic chart that will guide the call when the client picks up the phone. This script will consist of several blocks (call stages).

  • The “Start” cube is the entry cube where our customer lands
  • The “Number Verification” cube is responsible for adding to the blacklist, if the customer desires so.
  • The “Schedule” cube handles call distribution during business and non-business hours
  • The “Contact Type” cube differentiates between an Employee – those who have EXT assigned within the company, or others – not found in the company.
  • The “Contact” Cube; Unknown – never called you. Multiple – multiple Business Processes (BP) on one number, Anonymous – unidentified number, Found – our identified contact.
  • The “Business Process” cube is where we need to select the appropriate template to display the customer’s profile during the call
  • The “Queue” cube manages the distribution of calls to available agents
  • The “Agent” cube is responsible for managing the agent

Creating a Queue

The next step will be creating a queueThis will form the foundation of our configuration.

1. For this, we need to go to the “Queues and calls” – “Queues” section and click on “Create”

2. Enter the name of the queue and select the script that will be used in it. Save the settings.

3. To add an agent to the queue, you need to click on “Settings”

3.1 A list of all the agents will appear. To add, click on the agent’s name and set the priority above zero. To do this, we click on 0. With a priority of 0, no calls are made to the agent. Calls are evenly distributed among agents with the same priority (above zero).

4. To connect incoming authorization (this is the number to which customers will call), you need to go to the settings and select the phone numbers.

4.1 Then we click add and enter the data of our incoming line.

 

Blacklist

1. To create a blacklist, you need to go to “Project resources” – “Lists”. Click create and give a name to this list.

Create a hotline: Creating a blacklist

 

 

2. After this, we need to return to our script (Project Resources – Call Script) and attach the necessary blacklists. To select a blacklist, click on the “Number Verification” cube and select the required list.

Creating a hotline: a black list in the call script

Schedule

1. To do this, go to the section “Project Resources” – “Schedule”.

Create a hotline: creating a schedule

 

2. By clicking on the empty field, we will have sliders appear which we will use to regulate work hours (if the working time does not change, use the “Same as yesterday” button for other days and thus there will be no need to adjust the sliders every time). 3. After this, we need to return to our script (Project Resources – Call Script) and attach the current schedule.

Setting up working time intervals

Creating a callback

1. Go to the section Auto Dialing – Auto Dialers. Click “Create”

2. Specify the queue you created earlier.

3. We fix the work schedule.

4. In the auto dial settings, we choose the mode of operation – callback.

4.1 Once you have created a Callback, you need to set lost processing in the queue settings. This is necessary so that lost calls fall into the callback and the client is not lost.

See the screenshots:

 

 

Creating a conversation script

1. To create a conversation script, you need to move to CRM, then you must choose the scripts section.

2. In this section, you will have the opportunity to create an unlimited number of scripts for all your needs. To create, you need to click on New script.

3. A window will appear where you specify the name of the script and select the second parameter which accounts for the number of active business processes (hereinafter abbreviated as BP – this is our conversation script) for each client.

4.1. For example, let’s discuss the simplest conversation script.

4.2. Working with any script starts with creating questions and answers (our future answers will be the topics). Let’s consider some examples of these topics. To add a question, you need to click add a response.

4.3. To facilitate working with call reporting, I suggest you use hashtags. In this case, when unloading reports of customer calls, these tags will be displayed for pertinent calls.

4.4. The topic “refusal” for this answer you need to check the box…

4.5. The topic “number change” For this, we will need to add a text field where we will enter the phone number (in international format), and then assign this number to the corresponding field (this can be done not only with the phone number).

4.6 Callbacks theme: for this, you need to select “add to auto-dial” and choose the required auto-dial from the list.

Check the screenshots:

 

 

Script assignment to a queue

The final action is attaching a script to a queue. It’s necessary for our script to open when a call arrives (Incoming, Outgoing, etc.). To do this, you should click on + and then select for which type of calls our script will open.

See the screenshot:

Creating a hotline: attachment of a call script to a queue

 

If you have followed these steps of mine, everything should definitely work out! If some issues remain unresolved and some questions are unanswered, the support service will certainly help!

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