Creating a Call Center Instance

Prerequisites

• An enterprise customer has applied for an access code.

  For details, see Applying for Connecting to a Self-Owned Access Code.

• Before a tenant (call center instance) subscribes to resources, the tenant has contacted the O&M administrator of the CEC to determine whether the new tenant needs to be split. The O&M administrator of the CEC needs to manually modify the configuration.

Procedure

1. Log in to Huawei Cloud.
2. Choose Service List > Business Applications > Cognitive Engagement Center.
3. Choose Instance Management.
4. Create a call center instance.
   1. Click Create Call Center Instance.
   2. Select an access code from the list. If multiple access codes are selected, specify an access code as the default outbound calling number.

      An access code is used as a hotline number in a call center for taking customer calls or displayed as a calling number at the customer side.

      If no access code is available, click Click here to apply for connecting to a self-owned access code. in the upper right corner to add a self-owned access code. For details, see Applying for Connecting to a Self-Owned Access Code.

   3. Click Next and set Instance Name.
   4. Click Next.
   5. Set agent specifications based on the following parameters:
      • Current Region: Huawei Cloud site that supports the CEC function. If multiple sites are available, select the nearest site to reduce the network impact on agent access.
      • Billing Mode: Select Pay-Per-Use.
      • Specifications: Select the agent type as prompted. The options are Basic agent, Professional agent, and Advanced agent.
      • Agent Quantity: Enter a value greater than or equal to 2. If more agent resources are required later, you can purchase them separately later.
   6. Click Next to check the billing items. Click Submit. The purchase success page is displayed.

   After the subscription is complete, you can click Here to return to the CEC console.

5. (Optional) Purchase a chatbot.
   To use self-service, you need to purchase a chatbot.

   1. Choose Service List > Business Applications > Cognitive Engagement Center.
   2. Choose Instance Management.
   3. Click More corresponding to a call center instance and choose Purchase ChatBot.
   4. Set Purchase Type and Purchase Quantity, and click Next.
   5. Check the fee item details, read CEC Usage Agreement and Privacy Statement, select I have read and agree to CEC Usage Agreement and Privacy Statement, and click Submit. The subscription success page is displayed. Click Here to return to the ChatBot page.

Follow-up Procedure

You can view the resources that you have subscribed to on the following pages:

• Resource Management > Access Code
• Resource Management > Agent
• Resource Management > IVR
• Resource Management > TTS&ASR