Configuring Voice Silent Agents

Prerequisites

• You have configured and published an intelligent IVR flow whose Work Mode is Monitor or Insert.
• 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 a Tenant Space Skill Queue.

Procedure

1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Access Configuration > Voice Silent Agent.
2. Choose New. In 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
   Called IVR	Called IVR created using a published 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.