Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Configuring Intelligent IVR/ Reference/ Diagram Elements/ User Level

User Level

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Parameter Description

  • Node Name: name of a node.
  • Description: details of a node.
  • User Level: Enter a non-negative integer or a string variable. The default value is 0, and the maximum value is 14. After calls are transferred to the manual service, the call from a high-level user is processed preferentially.

Using the Diagram Element

This diagram element is used when the priority (user level) of a call needs to be set and the call of a user with a higher priority is transferred to an agent first.

Click the diagram element or drag the diagram element to the canvas and set user level service parameters.

Typical Application Scenario

  1. Sign in to the AICC and choose Configuration Center > Flow Configuration > Intelligent IVR.
  2. Configure an intelligent IVR flow.

    1. Choose Flow Management > Flow Orchestration and click Add to add a simple flow.
    2. Click + in the Flow Variable area. In the dialog box that is displayed, set the variable name and data type.
      Figure 1 Flow variables to be added
      Figure 2 Flow orchestration example (User Level diagram element)
      Figure 3 Flow orchestration example (Call Transfer diagram element)
    3. Save and release the flow.
    4. Choose Chatbot Management and bind the flow to a chatbot.

  3. Choose > Call Center Configuration > Called Route and add a called route. Set the IVR to the intelligent IVR added in 2.
  4. Set the current agent to the busy state, log in to the OpenEye using two softphone numbers to simulate two customers, and dial the access code added on the Called Route page at the same time. Answer the user level according to the voice prompt. You are advised to set different user levels for the two customers. Then, set the current agent to the idle state. If the customer of a higher level is connected to the agent first, the configuration is successful.
Parent topic: Diagram Elements