Configuring Voice Silent Agents

Prerequisites

• An IVR flow whose Work Mode is Monitor or Insert exists in the intelligent IVR. For details, see Publishing a Flow.
• 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 Tenant Space Skill Queues.

Procedure

1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Access Configuration > Voice Silent Agent.
2. Click New. On 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
   Organizational Structure	OU to which a voice silent agent belongs. NOTE: If no OU is configured or Unorganized is selected, the data can be used by all OUs.
   Called IVR	Called IVR created using an 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.

3. Click Save.