Configuring Voice Silent Agents

Prerequisites

• You have configured and released an intelligent IVR flow in the monitored or inserted state.
• 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
  • 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.

Procedure

1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Access Configuration > Muting Agent Configuration.
2. Choose New. On the New page that is displayed, set voice silent agent parameters.
   Figure 1 New page
   

   Table 1 Voice silent agent parameters

   Parameter	Description
   Info Configuration
   Voice IVR Called Route	Released intelligent IVR flow in the monitored or inserted state.
   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 Complete.