Configuring Multiple Dynamic Contact Methods in the Guided Interaction

The content in this article is appropriate for: Administrators, Supervisors

This article assumes that a guided interaction with an address lookup in an embedded field has already been created, and that the user is familiar with the TAS dispatching rule set creation process.*
*for more information, click here.

SC TAS allows for the creation of multiple rule sets, which can be linked to dynamic contact methods.

• Check Configuration of the Guided Interaction in WorkFlow

• Create the Dynamic TAS Contacts in the ACD

• Use the Dynamic Contacts in TAS Dispatching

1. Log in to the SC WorkFlow platform and navigate to the guided interaction you wish to use with your TAS contacts.
   

   

2. Select the guided interaction you wish to use and view the Graph Editor by click the Graph button in the upper-right.
   

   

3. The example used for this article has all of the fields that will be referenced below located on the Caller Info slide
   

   

4. The guided interaction was created with an Embedded Link that is connected to an address sheet and the sheet ID is mirrored into the script.
   

   

5. This way, during the call, the agent can begin typing part of an address, then use the Look Up button to be presented with matching options from the sheet.
   

   

6. What is not shown to the agent are the pieces of contact info from the sheet that they do not need to see (in this case, phone numbers). This is done by adding multiple hidden fields to the slide.
   

   

   • Each of the above fields (labeled Level 1, Level 2, Level 3, etc) represents a TAS contact, and is hidden from the agent by setting each field’s Visibility to Never.

     

7. Next, 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.

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

   

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

   

10. Select the account you would like to view by clicking on the account name, then click on the Directory tab at the top
    
    

    

11. Click New Directory Entry near the bottom of the page
    

    

12. First, highlight and delete the default Name for the new contact, then type a new name and click Continue to return the the Details tab
    
    

    
13. On the Details tab, click New Contact Method Entry
    
14. Select Call as the Channel
    “Dynamic Phone 1” was used in this example because it is the first of multiple dynamic phone numbers, and Call was selected as the Channel type because the dynamic contacts used will be phone numbers.

15. Next, type in the Destination.
    The destination for this contact method is [scriptkey] in square brackets, followed by [Level1] with no space in between the sets of brackets.
    

    

    [scriptkey] is what ties a TAS contact to a script (Guided Interaction), and [Level 1]- if you recall from Step 6 above, is the first of the hidden text fields that were added on the Caller Info slide.

16. Click Continue to save and return to the Details tab

    

17. Repeat step 11-16 to create as many dynamic contacts that you need for your guided interaction.

18. To use these newly-configured dynamic contacts, click the Dispatching tab at the top
    

    

19. Create any number of dispatching rule sets that may be needed.
    For a refresher on how to do this, see the article titled Creating Dispatching Rule Sets.
    

    

    The five dispatching rule sets created here represent the 5 hidden fields from the guided interaction. As part of the creation process, each set is connected to one of the dynamic contacts that were created in steps 11-15.

20. When configuring the sets, You must add a Message Delay Time on the first rule. This ensures that the guided interaction has consumed the dynamic destinations before the message is dispatched.

    

You have configured multiple dynamic contact methods!