Configuring Voice Silent Agents

Updated on 2025-01-23 GMT+08:00

View PDF

You have configured and published an intelligent IVR flow whose Work Mode is Monitor or Insert.
You have configured the following called routes. For details, see Configuring Called Routes.
- Called route whose Device Type is IVR and Type is Audio/Video created using the preceding intelligent IVR flow
- Called route whose Device Type is Skill Queue and Type is Multimedia
A skill queue whose Type is Voice exists. For details, see Maintaining a Tenant Space Skill Queue.

Sign in to the AICC as a tenant administrator and choose Configuration Center > Access Configuration > Voice Silent Agent.

Choose New. In the New Voice Silent Agent dialog box, set voice silent agent parameters.

Figure 1 New Voice Silent Agent

**Table 1** Voice silent agent parameters
Parameter	Description
Info Configuration
Called IVR	Called IVR created using a published intelligent IVR flow whose Work Mode is Monitor or Insert.
Silent Agent Skill Queue	Multimedia called route.
Agent Skill Queue	Voice skill queue.
Agent Work Time: A maximum of four working time segments can be added.
Workday	Working time segment of the agent on workdays.
Non-workday	Working time segment of the agent on non-workdays.