Dynamically Connecting the Dispatch Rule Sets to the Guided Interaction

The content in this article is appropriate for: Administrators

This article assumes that a guided interaction with a Dispatch Set Choice field as well as the dispatchSet field has been created in SC WorkFlow and that dispatching rule sets have already been configured in the SC TAS Module.

• Verify Your Dispatching Rule Sets

• Connect the Sets to Your Guided Interaction
  
  

A guided interaction is used to collect and transmit data from a call. One of the things it can do is trigger a specific action for messaging via the SC TAS Module. In order for this to happen, the dispatchSet field must be added, and the dispatching rule sets must be connected to the guided interaction. The first thing to do is to make sure that you have Dispatching Rule Sets created in SC TAS. For more info on how to do this, click here.

1. Log in to the SC ACD
   The easiest way is to type [yourcompanyname].singlecomm.com into a browser, then log in with your email address/password.

2. Expand the TAS module options by clicking on TAS in the left-hand navigation bar
   

   

3. Access your current TAS accounts by clicking Manage Existing Accounts
   
   

   

4. Select the account you would like to view by clicking on the client name, then click on the Dispatching tab at the top
   

   

   The dispatching rule sets for this client are called Rotation, Standard, and Urgent.
   
   

5. You can check the settings of any configured dispatch rule set by selecting it at the top and viewing the details below.
   

   

6. Next, open a separate browser tab for SC WorkFlow
   

   

7. Log in to the SC WorkFlow platform and navigate to the guided interaction you will be using
   

   

8. View the guided interaction’s graph editor by click the Graph button in the upper-right
   

   

9. Our guided interaction has the Dispatch Set Choice field located on the Disposition Slide
   

   

10. The Dispatch Set Choice field is where the agent will select the dispatch option to be used for messaging. An easy way to do it is with a Radios field.
    

    

11. The above radios field will prompt the agent to ask if the caller needs emergency assistance

    1. [Standard, in which case we want to use the Standard dispatch set]

    2. [Urgent, in which case we want to use the Urgent dispatch set]

12. Ensure that the value for each answer choice matches the name of the corresponding dispatch set
    This is important! The field values and the dispatch rule set names must match exactly.
    

    

13. Click to access the settings of your dispatchSet field, then click Mirroring.
    
    Configuring the dispatchSet field in your guided interaction is covered in detail here.

    

14. Mirroring from the Constant Fields (Standard Priority and Urgent Priority) is necessary so that the info can be sent to TAS and the proper messaging pathways will be triggered.
    The Constant Fields were configured when the dispatchSet field was added to the Guided Interaction.
    

    

15. In order for this, the following conditions must also be configured for each choice:
    

    
    

16. Click Update to save and exit the Mirroring modal
    

    

17. Click Update again to save and close the slide settings

18. Click Save to exit out of the guided interaction graph editor
    

    

Your Dispatching Rule Sets are now Dynamically Linked to Your Guided Interaction!