Creating a Voice Program

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

Step-by-step instructions for creating a voice program in SC ACD

This article assumes that the guided interaction and workflow have already been created.

The complete end to end process is made up of the following steps:

1. Create the Program
2. Configure the Campaign
3. Number Management
4. Configure the IVR
5. Add the Script Wrapper(s)
6. Assign Attributes and Agents

Create the Program

1. Log in to SC ACD
   The easiest way is to type [yourcompanyname].singlecomm.com into a browser, then log in with your email address/password.
   
2. Click Administrator in the left-hand navigation bar
3. Click Program Manager
   
   
   
4. Click + New Program
   
   
   
5. On the New Program page:
   
   
   • Program ID: leave this field blank and the ACD will auto-assign an ID number in the order it was created
   • Type in a Program Name
     • DO NOT START THE PROGRAM NAME WITH A NUMBER: example-for 21 jump street, enter twentyone jump street or jump street. After you create the program, you can go into Program Manager and change it to 21 jump street
     • DO NOT USE SPECIAL CHARACTERS
   • Click the Program Prefix field. That, and the Program Slug will be auto-generated- DO NOT CHANGE THE PREFIX OR SLUG, DO NOT ADD SPACES INTO THE PREFIX OR SLUG
     • The Program Prefix is used for creating table names. In this example: SampleProgram1Calltem or SampleProgram1Order
     • The Program Slug is used for creating files. In this example: sampleprogram1queue.php or sampleprogram1order.php 
       🛑 The above fields are needed for reporting and should not be edited.
   • Click Continue

You will be reminded to create a DID and DID Group, which will be done in a later step.

For details on the next step, Creating a Campaign, click here.