Updated on 2023-10-12 GMT+08:00

Managing Messages

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Message Management.
  2. Manually query messages based on criteria.

    Figure 1 Message list page
    Table 1 Parameters for querying messages

    Parameter

    Description

    Time

    The options are as follows:

    • 1 Day
    • 3 Days
    • 7 Days
    • Customization

    Contact number

    Customer number.

    Message status

    The options are as follows:

    • All message status
    • To be allocated
    • Unprocessed
    • Processing
    • Processed
    • Allocation failed

    Employee ID

    Employee ID of a tenant space agent.

    Channel Type

    The options are as follows:

    • Voice: Message processing, playback, and download are supported.
    • WEB: Message allocation, viewing, and processing are supported.

  3. Select a message whose Status is To be allocated and allocate it to an agent.

    1. Click Allocate. The Allocate dialog box is displayed.
    2. Query all agents that have been bound to accounts in the tenant space or query agents based on criteria. Click and select an agent.
    3. Click Complete. The message is allocated to the selected agent.
    4. On the Leave Message page, the agent ID and business account are the employee ID and business account of the selected agent, the update time is the current time, and the message status changes from To be allocated to Unprocessed.

  4. Play a message. You can perform the following operations:

    • : Play or pause a voice message.
    • : Fast forward or rewind a voice.
    • : Adjust the volume.
    • : Set the playback speed, which can be 0.75, 1.0, 1.25, 1.5, 1.75, or 2.0.

  5. Download a message.

    The downloaded message contains personal data. Exercise caution when processing the exported message to prevent personal data leakage and abuse.

    The playback and download functions are available only for the current drive letter. For example, if the current drive letter is Y and the drive letter is switched from Y to Z, playback and download will fail. To play and download historical files properly, switch the drive letter from Z back to Y.

    1. Select the message to be downloaded and click Download.
    2. In the confirmation dialog box, click Yes.
    3. Select a message download path to download the message.

  6. Process a received message.

    1. Select a message whose Status is Unprocessed and click Process. The Process dialog box is displayed, and the message status changes from Unprocessed to Processing.
    2. After confirming that the agent is in idle state, click to initiate a call to the contact number to process the message.
    3. Return to the Handling Comments text box, enter comments, and click Submit to complete the message processing. After the submission is successful, the message status changes from Processing to Processed.