Softdial Contact Center™ (SCC) - Trial Guide

Inbound Routes

This trial has 3 configured external channels into the system:

  1. Phone - by dialing one of the 3 numbers provided
  2. Web chat - by connecting via the configured chat client provided
  3. Email - by sending an email to the email address provided

The details of these were provided to you by Sytel Support when you began this trial.

For this trial, each is configured to route to user sytel. For more detail on each route, see below.

When a call is made to one of the 3 allocated numbers:

  1. The call is received by the landlord (i.e. Sytel, for this trial). The landlord is configured to pass on any calls to your 3 allocated numbers to this trial system
  2. This trial system is configured to pass any incoming calls to the default route
  3. Any incoming calls to the default route are passed to the Voice queue (belonging to the InboundVoice campaign)
  4. The Voice queue has one member user, named sytel

Therefore, when user sytel is logged in and a call is made to one of the designated numbers, the call is routed to user sytel.

When a web chat session is initiated from the customer chat URL designated for this trial:

  1. The session is received by the system, with a particular destination address
  2. The system is configured to send all chat sessions with that destination address to this trial system
  3. This trial system is configured with 1 queue for chat sessions, named Chat (belonging to the Inbound campaign)
  4. The Chat queue has one member user, named sytel

Therefore, when user sytel is logged in and a chat session is made from the designated customer chat URL, the session is routed to user sytel.

When an email is sent to the email address designated for this trial:

  1. The session is received by the system, with a particular destination address
  2. The system is configured to send all emails with that destination address to this trial system
  3. This trial system is configured with 1 queue for emails, named Email (belonging to the Inbound campaign)
  4. The Email queue has one member user, named sytel

Therefore, when user sytel is logged in and an email is sent to the designated email address, it is routed to user sytel

If you would like to extend these options for the trial, please contact Sytel Support.