Create an Entry Point

General Settings

Name

The name for the entry point.

Description

A short description of the entry point.

Channel Type

Select a channel type. Supported channel types are Telephony, Email, and Chat.

Outdial Primary DID URL

The full pathname of the DID .xml file that supports outbound dialing. The Webex Contact Center administrator configures this field.

This setting is applicable only for Outdial Entry Point.

Outdial Backup DID URL

The full pathname of the backup DID .xml file. The Webex Contact Center administrator configures this field.

This setting is applicable only for Outdial Entry Point.

Advanced Settings

Service Level Threshold

Enter the time that a customer request can be in a queue before the system flags it as outside the service level. If the agent completes a customer service request within this time interval, the system considers it within the service level.

Maximum Active Calls

Enter the maximum number of simultaneous calls that you allow for this entry point. The system busies out any additional calls when the number of active calls exceeds this number.

This setting is available for the Telephony channel type.

Maximum Active Chats

Enter the maximum number of simultaneous chats that you allow for this entry point.

This setting is available for the Chat channel type.

Maximum Active Emails

Enter the maximum number of simultaneous emails that you allow for this entry point.

This setting is available for the Email channel type.

Control Script URL

The system automatically populates this field with the URL for this entry point or the default control script of the queue. It happens when you don’t configure the control script using the Webex Contact Center Routing Strategy module.

This setting is available for the Telephony channel type.

IVR Requeue URL

Currently we don’t support this setting.

Overflow Number

Enter the destination phone number to which the system diverts the customer calls when they exceed the Maximum Time in Queue that you have set in the routing strategy.

This setting is applicable only for the Telephony channel type.

Vendor ID

Enter the unique alphanumeric string that maps this entry point to the vendor.

Currently, we don’t support this setting.

Time Zone (Routing Strategies Only)

(Optional) If your organization administrator enables Multiple Time Zone for your enterprise, you can select the time zone of the entry point. Any routing strategy for this entry point uses the time zone that you select here.

DN List

IVR DN List

Enter the DN pool list numbers if you want to integrate this entry point with an external IVR.

This setting is available for the Telephony channel type.