Updated: Oct 29
People are always asking, 'so what do you do for a living?'. Nine times out of ten I go with the extra simple answer of 'oh, I'm a software engineer!' While that is true it doesn't really give the whole picture. Yes, a lot of times I find myself hundreds of lines of code into a snippet setting different DNIS for different skills, or running down specifics on how to do an API call, but I think that anyone that works in Call Center IT knows that coding is only one small part of it. So if contact center engineering is new for you this article will be a great place for you to dip your toe into the wild world of Building a Call Flow with NICE InContact Studio!
1. Log in to InContact studio: To create a call flow with InContact studio, you need to log in to your InContact studio account. As a quick reminder, studio is currently only available on Windows computers. Also as of a recent update, you have to first login to your CXOne page, use the "Studio authentication" button and then you will be automatically logged in to the business unit you are trying to access.
2. Create a new call flow: Once you are logged in, click on the "Create New" button to create a new call flow. Name it according to where in the call flow the call will be hitting this script, as an example Entry is a good practice to place actions associated with what happens when the call first hits the script, this could be a message a snippet, etc.
3. Choose a call flow type: InContact studio offers different types of call flows, including inbound, outbound, and blended. Choose the type of call flow that you want to create. There are a few different options of different scripts to select, if it's your first time stick to Phone, meaning your script will be able to accept and direct inbound calls.
4. Add call flow elements: InContact studio provides a drag-and-drop interface that allows you to add call flow elements such as IVR menus, voicemail, snippets and more. Drag the elements that you want to use and drop them onto the call flow canvas.
5. Configure call flow elements: Once you have added the call flow elements, you need to configure them. For example, you need to set up the IVR menu options, define the queue routing rules, assign test numbers and configure the agent settings.
6. Test the call flow: After configuring the call flow elements, you need to test the call flow to ensure that it works as expected. One way you can test is by using the InContact studio simulator under properties to test the call flow.
7. Publish the call flow: Once you are satisfied with the call flow, you can publish it. The call flow will be available for use in your InContact contact center.
Overall, creating a call flow with InContact studio is really quite simple! However, just like with any scalable technology, or large client, the call flow can very quickly become very large and convoluted. But if you start simple and build on these steps, you can create a call flow that meets the needs for your business, and of course, if you or your organization ever need any help or advice, I am happy to assist! Just reach out!