PEC-CAB/Current/Administrator/CallbackCallInGroups - Revision history

Ed.jamer@genesys.com: Text replacement - "Genesys Multicloud CXment" to "Genesys Engagement"

2021-11-09T21:15:24Z

Text replacement - "Genesys Multicloud CXment" to "Genesys Engagement"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

2021-11-09T21:11:39Z

Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:32:46Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "PureEngage" to "Genesys Engage"

2020-07-15T12:03:47Z

Text replacement - "PureEngage" to "Genesys Engage"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:45:07Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

2020-06-08T23:36:11Z

Published

Jerickso: Published

2020-06-08T23:35:31Z

Published

Bgrenon: Published

2020-06-08T15:48:34Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Configuring Click-To-Call-In Groups
|TocName=Configuring Click-To-Call-In Groups
|Context=As a Callback administrator, you are setting up the Click-To-Call-In groups that you require for the {{Link-SomewhereInThisManual|topic=CallbackScenarios|anchor=click_to_call_in|display text=Click-To-Call-In scenario}}. We'll tell you how to add your DNIS numbers to a group and how to enable the use of an access code for consumer call-ins. If you are migrating groups from an earlier version of Callback, be sure to read {{Link-SomewhereInThisManual|topic=CallbackCallInGroups|anchor=migration|display text=the note}} related to this activity.
|Dimension=CallbackClickToCall
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=Callback
|Section={{Section
|alignment=Vertical
|structuredtext=To create or modify Click-To-Call-In groups, you must be a member of the '''Callback Administrator''' {{Link-SomewhereInThisManual|topic=CallbackRLP|anchor=top|display text=Role}}. The '''Callback Developer''', '''Callback Supervisor''', and '''Callback Monitor''' Roles have read-only access.

For information about the Callback '''Call-In''' tab on which you can view the Click-To-Call-In records, see {{Link-SomewhereInThisManual|topic=CallbackCallIn|anchor=top|display text=Viewing Click-To-Call-In records}}.

You can find information about using the Genesys Engagement Service (GES) APIs, including the Call-In API, on the {{Link-SomewhereInThisManual|topic=CallbackRESTAPIsandTutorials|anchor=top|display text=PureEngage REST APIs and Tutorials for Callback}} page in this Guide. The page includes links to API documentation.

If you are using the Click-To-Call-In (Delayed) scenario, then you must do {{Link-SomewhereInThisVersion|manual=Administrator|topic=ProvisionClickToCallIn|display text=additional provisioning}} in Designer.
|Status=No
}}{{Section
|sectionHeading=What does a Click-To-Call-In group consist of?
|alignment=Vertical
|structuredtext=A Click-To-Call-In group definition consists of a Dialed Number Identification Service (DNIS) pool and access code settings, including the choice to use or not use an access code with Click-To-Call-In requests. The system uses the DNIS pool associated with a group to find the number that it will provide to the customer who is making the Click-To-Call-In request. The system also uses the group configuration to determine whether or not an access code is required when the customer dials in.

In Callback, you provision the Click-To-Call-In groups on the '''Tools''' > '''Click-To-Call-In Config''' tab.

[[File:CallbackUI_tools-tab_click-to-call-in-config_menu-opens-blank-page.png|600px]]

There are two ways in which you can enter the DNIS pool of numbers for a Click-To-Call-In group:

*Enter each DNIS number individually using the fields on the '''Click-To-Call-In Config''' page.
*Bulk import the DNIS numbers for a group.

The information on this page describes both methods. For general information, including how to enter a DNIS pool manually, see {{Link-SomewhereInThisManual|topic=CallbackCallInGroups|anchor=provision_manually|display text=Provisioning Click-To-Call-In Groups}}. For information about the bulk import of a DNIS pool, see {{Link-SomewhereInThisManual|topic=CallbackCallInGroups|anchor=bulk_import|display text=Performing a bulk import of DNIS pool numbers}} below.
|Status=No
}}{{Section
|sectionHeading=A note about migration
|anchor=migration
|alignment=Vertical
|structuredtext=If you are ''migrating'' to the latest version of Callback, rather than starting fresh, make sure that you enter any existing Click-To-Call-In group information on the '''Click-To-Call-In Config''' page in the Callback UI. Previously, the Click-To-Call-In group information was configured in Platform Administration.
|Status=No
}}{{Section
|sectionHeading=Provisioning Click-To-Call-In Groups
|anchor=provision_manually
|alignment=Horizontal
|Media=Image
|image=CallbackUI_tools-tab_click-to-call-in-config_create-new-group-dialog.png
|structuredtext=To create a new Click-To-Call-In group, navigate to the '''Tools''' > '''Click-To-Call-In Config''' page and click '''Create New Group'''. The UI accepts alphanumeric characters and symbols in the group name. You cannot edit the name of a group in the Callback UI after you click '''Save Group''', so be sure that you have entered the name exactly as you intended before saving.
|Status=No
}}{{Section
|anchor=dnispoolrules
|alignment=Horizontal
|Media=Image
|image=CallbackUI_tools-tab_click-to-call-in-config_dnis-entry-example.png
|structuredtext=In the pane on the left side of the '''Click-To-Call-In Configuration''' page, you enter your DNIS pool of numbers. The group must contain at least one valid DNIS number (that is, it must conform to the [https://en.wikipedia.org/wiki/E.164 E.164 format] for telephone numbers). You can enter a maximum of 10,000 DNIS numbers for each group. A DNIS number cannot exceed 16 characters, and can include the "plus" sign (+) prefix.

You can include a description for a DNIS number, but that is optional. The UI accepts alphanumeric characters and symbols in the description. The description cannot exceed 32 characters.
|structuredtextwide=If you have a large DNIS pool for a group, you can bulk import the numbers instead of entering each one individually. For more information about the bulk import method, see {{Link-SomewhereInThisManual|topic=CallbackCallInGroups|anchor=bulk_import|display text=Performing a bulk import of DNIS pool numbers}} below.
|Status=No
}}{{Section
|alignment=Horizontal
|Media=Image
|image=CallbackUI_tools-tab_click-to-call-in-config_access-code-settings.png
|structuredtext=In the pane on the right side of the page, you enable or disable the use of an access code. In other words, the access code is optional. If you enable the use of the access code, then you can specify settings for the code. If enabled, the system generates an access code for each Click-To-Call-In request and provides it to the caller at the same time that it provides the phone number that the caller must use to dial in. The caller must enter the access code correctly for the call to be directed to an agent.
|Status=No
}}{{Section
|alignment=Vertical
|structuredtext====Additional information about the Settings===
{{{!}} class="wikitable"
{{!}}-
! style="width: 15%;"{{!}}Setting
!{{!}}Description
{{!}}-
{{!}}{{!}}'''Generate Access Code'''
{{!}}{{!}}Enable or disable the use of access codes with Click-To-Call-In requests.
{{!}}-
{{!}}{{!}}'''Length'''
{{!}}{{!}}The length of an access code. Valid values are 4 to 12, inclusive. The default value is 6.
{{!}}-
{{!}}{{!}}'''Expiry (seconds)'''
{{!}}{{!}}The lifetime, in seconds, of the Click-To-Call-In request. Valid values are 10 to 1800, inclusive. The default value is 30.
{{!}}-
{{!}}{{!}}'''Unique DNIS'''
{{!}}{{!}}Specifies if a DNIS number is unique or not. "Unique" means that it cannot be reused while it is in use. Select the check box if the DNIS is unique. Otherwise, leave the check box clear. The default value is false, or "not unique" (the check box is not selected).
{{!}}}<br />
|Status=No
}}{{Section
|sectionHeading=Performing a bulk import of DNIS pool numbers
|anchor=bulk_import
|alignment=Horizontal
|Media=Image
|image=CallbackUI_tools-tab_click-to-call-in-config_bulk-import-from-file.png
|structuredtext=If you have a large DNIS pool associated with a Click-To-Call-In group, you can import the DNIS pool as a bulk upload. After you create the group on the '''Tools''' > '''Click-To-Call-In Config''' page, then use the '''Bulk Import From File''' button to import the DNIS pool from a .csv file.
|structuredtextwide=If you use the bulk import method, you will require a separate .csv file for each group. You can upload the DNIS pool for a single group from a file; you cannot upload the DNIS pool for many groups from one file.
|Status=No
}}{{Section
|alignment=Vertical
|structuredtext=The bulk import method supports only .csv files (values must be separated by a comma). You can include a description, but it is optional. In the sample file shown here, there is no description for one entry, although you still require the commas.

[[File:CallbackUI_tools-tab_click-to-call-in-config_dnis-pool-csv-file.png]]

The DNIS numbers must be entered in the .csv file using the [https://en.wikipedia.org/wiki/E.164 E.164 format] for telephone numbers. The system will check the values for compliance and prompt you to fix any errors. All {{Link-SomewhereInThisVersion|manual=Administrator|topic=CallbackCallInGroups|anchor=dnispoolrules|display text=rules}} that apply when entering the DNIS numbers individually also apply when bulk uploading the pool of numbers.
|Status=No
}}
}}

@@ Line 20: / Line 20: @@
 For information about the Callback '''Call-In''' tab on which you can view the Click-To-Call-In records, see {{Link-SomewhereInThisManual|topic=CallbackCallIn|anchor=top|display text=Viewing Click-To-Call-In records}}.
-You can find information about using the Genesys Multicloud CXment Service (GES) APIs, including the Call-In API, on the {{Link-SomewhereInThisManual|topic=CallbackRESTAPIsandTutorials|anchor=top|display text=Genesys Multicloud CX REST APIs and Tutorials for Callback}} page in this Guide. The page includes links to API documentation.
+You can find information about using the Genesys Engagement Service (GES) APIs, including the Call-In API, on the {{Link-SomewhereInThisManual|topic=CallbackRESTAPIsandTutorials|anchor=top|display text=Genesys Multicloud CX REST APIs and Tutorials for Callback}} page in this Guide. The page includes links to API documentation.
 If you are using the Click-To-Call-In (Delayed) scenario, then you must do {{Link-SomewhereInThisVersion|manual=Administrator|topic=ProvisionClickToCallIn|display text=additional provisioning}} in Designer.

@@ Line 20: / Line 20: @@
 For information about the Callback '''Call-In''' tab on which you can view the Click-To-Call-In records, see {{Link-SomewhereInThisManual|topic=CallbackCallIn|anchor=top|display text=Viewing Click-To-Call-In records}}.
-You can find information about using the Genesys Engagement Service (GES) APIs, including the Call-In API, on the {{Link-SomewhereInThisManual|topic=CallbackRESTAPIsandTutorials|anchor=top|display text=Genesys Engage REST APIs and Tutorials for Callback}} page in this Guide. The page includes links to API documentation.
+You can find information about using the Genesys Multicloud CXment Service (GES) APIs, including the Call-In API, on the {{Link-SomewhereInThisManual|topic=CallbackRESTAPIsandTutorials|anchor=top|display text=Genesys Multicloud CX REST APIs and Tutorials for Callback}} page in this Guide. The page includes links to API documentation.
 If you are using the Click-To-Call-In (Delayed) scenario, then you must do {{Link-SomewhereInThisVersion|manual=Administrator|topic=ProvisionClickToCallIn|display text=additional provisioning}} in Designer.

@@ Line 6: / Line 6: @@
 |Dimension=CallbackClickToCall
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Callback

@@ Line 3: / Line 3: @@
 |DisplayName=Configuring Click-To-Call-In Groups
 |TocName=Configuring Click-To-Call-In Groups
-|Context=As a Callback administrator, you are setting up the Click-To-Call-In groups that you require for the {{Link-SomewhereInThisManual|topic=CallbackScenarios|anchor=click_to_call_in|display text=Click-To-Call-In scenario}}. We'll tell you how to add your DNIS numbers to a group and how to enable the use of an access code for consumer call-ins. If you are migrating groups from an earlier version of Callback, be sure to read {{Link-SomewhereInThisManual|topic=CallbackCallInGroups|anchor=migration|display text=the note}} related to this activity.l
+|Context=As a Callback administrator, you are setting up the Click-To-Call-In groups that you require for the {{Link-SomewhereInThisManual|topic=CallbackScenarios|anchor=click_to_call_in|display text=Click-To-Call-In scenario}}. We'll tell you how to add your DNIS numbers to a group and how to enable the use of an access code for consumer call-ins. If you are migrating groups from an earlier version of Callback, be sure to read {{Link-SomewhereInThisManual|topic=CallbackCallInGroups|anchor=migration|display text=the note}} related to this activity.
 |Dimension=CallbackClickToCall
 |ComingSoon=No

@@ Line 3: / Line 3: @@
 |DisplayName=Configuring Click-To-Call-In Groups
 |TocName=Configuring Click-To-Call-In Groups
-|Context=As a Callback administrator, you are setting up the Click-To-Call-In groups that you require for the {{Link-SomewhereInThisManual|topic=CallbackScenarios|anchor=click_to_call_in|display text=Click-To-Call-In scenario}}. We'll tell you how to add your DNIS numbers to a group and how to enable the use of an access code for consumer call-ins. If you are migrating groups from an earlier version of Callback, be sure to read {{Link-SomewhereInThisManual|topic=CallbackCallInGroups|anchor=migration|display text=the note}} related to this activity.
+|Context=As a Callback administrator, you are setting up the Click-To-Call-In groups that you require for the {{Link-SomewhereInThisManual|topic=CallbackScenarios|anchor=click_to_call_in|display text=Click-To-Call-In scenario}}. We'll tell you how to add your DNIS numbers to a group and how to enable the use of an access code for consumer call-ins. If you are migrating groups from an earlier version of Callback, be sure to read {{Link-SomewhereInThisManual|topic=CallbackCallInGroups|anchor=migration|display text=the note}} related to this activity.l
 |Dimension=CallbackClickToCall
 |ComingSoon=No
@@ Line 9: / Line 9: @@
 |Role=Administrator
 |Application=Callback
 |Section={{Section
 |alignment=Vertical
 |structuredtext=To create or modify Click-To-Call-In groups, you must be a member of the '''Callback Administrator''' {{Link-SomewhereInThisManual|topic=CallbackRLP|anchor=top|display text=Role}}. The '''Callback Developer''', '''Callback Supervisor''', and '''Callback Monitor''' Roles have read-only access.
@@ Line 18: / Line 23: @@
 If you are using the Click-To-Call-In (Delayed) scenario, then you must do {{Link-SomewhereInThisVersion|manual=Administrator|topic=ProvisionClickToCallIn|display text=additional provisioning}} in Designer.
 |Status=No
 }}{{Section
 |sectionHeading=What does a Click-To-Call-In group consist of?
 |alignment=Vertical
 |structuredtext=A Click-To-Call-In group definition consists of a Dialed Number Identification Service (DNIS) pool and access code settings, including the choice to use or not use an access code with Click-To-Call-In requests. The system uses the DNIS pool associated with a group to find the number that it will provide to the customer who is making the Click-To-Call-In request. The system also uses the group configuration to determine whether or not an access code is required when the customer dials in.
@@ Line 34: / Line 44: @@
 The information on this page describes both methods. For general information, including how to enter a DNIS pool manually, see {{Link-SomewhereInThisManual|topic=CallbackCallInGroups|anchor=provision_manually|display text=Provisioning Click-To-Call-In Groups}}. For information about the bulk import of a DNIS pool, see {{Link-SomewhereInThisManual|topic=CallbackCallInGroups|anchor=bulk_import|display text=Performing a bulk import of DNIS pool numbers}} below.
 |Status=No
 }}{{Section
@@ Line 39: / Line 51: @@
 |anchor=migration
 |alignment=Vertical
 |structuredtext=If you are ''migrating'' to the latest version of Callback, rather than starting fresh, make sure that you enter any existing Click-To-Call-In group information on the '''Click-To-Call-In Config''' page in the Callback UI. Previously, the Click-To-Call-In group information was configured in Platform Administration.
 |Status=No
 }}{{Section
@@ Line 48: / Line 64: @@
 |image=CallbackUI_tools-tab_click-to-call-in-config_create-new-group-dialog.png
 |structuredtext=To create a new Click-To-Call-In group, navigate to the '''Tools''' > '''Click-To-Call-In Config''' page and click '''Create New Group'''. The UI accepts alphanumeric characters and symbols in the group name. You cannot edit the name of a group in the Callback UI after you click '''Save Group''', so be sure that you have entered the name exactly as you intended before saving.
 |Status=No
 }}{{Section
 |anchor=dnispoolrules
 |alignment=Horizontal
@@ Line 58: / Line 77: @@
 You can include a description for a DNIS number, but that is optional. The UI accepts alphanumeric characters and symbols in the description. The description cannot exceed 32 characters.
 |structuredtextwide=If you have a large DNIS pool for a group, you can bulk import the numbers instead of entering each one individually. For more information about the bulk import method, see {{Link-SomewhereInThisManual|topic=CallbackCallInGroups|anchor=bulk_import|display text=Performing a bulk import of DNIS pool numbers}} below.
 |Status=No
 }}{{Section
 |alignment=Horizontal
 |Media=Image
 |image=CallbackUI_tools-tab_click-to-call-in-config_access-code-settings.png
 |structuredtext=In the pane on the right side of the page, you enable or disable the use of an access code. In other words, the access code is optional. If you enable the use of the access code, then you can specify settings for the code. If enabled, the system generates an access code for each Click-To-Call-In request and provides it to the caller at the same time that it provides the phone number that the caller must use to dial in. The caller must enter the access code correctly for the call to be directed to an agent.
 |Status=No
 }}{{Section
 |alignment=Vertical
 |structuredtext====Additional information about the Settings===
 {{{!}} class="wikitable"
@@ Line 85: / Line 113: @@
 {{!}}{{!}}Specifies if a DNIS number is unique or not. "Unique" means that it cannot be reused while it is in use. Select the check box if the DNIS is unique. Otherwise, leave the check box clear. The default value is false, or "not unique" (the check box is not selected).
 {{!}}}<br />
 |Status=No
 }}{{Section
@@ Line 94: / Line 124: @@
 |structuredtext=If you have a large DNIS pool associated with a Click-To-Call-In group, you can import the DNIS pool as a bulk upload. After you create the group on the '''Tools''' > '''Click-To-Call-In Config''' page, then use the '''Bulk Import From File''' button to import the DNIS pool from a .csv file.
 |structuredtextwide=If you use the bulk import method, you will require a separate .csv file for each group. You can upload the DNIS pool for a single group from a file; you cannot upload the DNIS pool for many groups from one file.
 |Status=No
 }}{{Section
 |alignment=Vertical
 |structuredtext=The bulk import method supports only .csv files (values must be separated by a comma). You can include a description, but it is optional. In the sample file shown here, there is no description for one entry, although you still require the commas.
@@ Line 102: / Line 137: @@
 The DNIS numbers must be entered in the .csv file using the [https://en.wikipedia.org/wiki/E.164 E.164 format] for telephone numbers. The system will check the values for compliance and prompt you to fix any errors. All {{Link-SomewhereInThisVersion|manual=Administrator|topic=CallbackCallInGroups|anchor=dnispoolrules|display text=rules}} that apply when entering the DNIS numbers individually also apply when bulk uploading the pool of numbers.
 |Status=No
 }}
 }}

PEC-CAB/Current/Administrator/CallbackCallInGroups - Revision history

Ed.jamer@genesys.com: Text replacement - "Genesys Multicloud CXment" to "Genesys Engagement"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "PureEngage" to "Genesys Engage"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

Jerickso: Published

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"