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Create contact points - Telephony

Contanct Handling / Contact Points / Create a new contact point

Contact Point Channel

Contact Point Name

External Contact Number

None

Internal Virtual Number

Automation

Specify Business Hours

Select Business Hours

On Business Hours

Forward to

After Business Hours

Forward to

Select Business Hours

On Business Hours

Forward to

After Business Hours

Forward to

Select Business Hours

On Business Hours

Select Skill

Priority

Proficiency

After Business Hours

Select Skill

Priority

Proficiency

Select Skill

Priority

Proficiency

Select Business Hours

On Business Hours

IVR Method

Announcement
Key : 0
Key : 1
Key : 2
Key : 3
Key : 4
Key : 5
Key : 6
Key : 7
Key : 8
Key : 9
Key : * (Star)
Key : # (Hash)
Max Attempts
Max Attempts Action

No Response Action

Invalid Action

Play Announcements and Variables

+ Add Row

After Announcements

Select Action

Select Contact Point

Key	Option	Value
		No Action	✕

+ Add Key

Max Attempts
On Max Attempts Select Action Select Announcement Announcement to Play Contact Point to Transfer Announcement to Play Contact Flow to Transfer
On No Response Select Action Select Announcement Announcement to Play
On Invalid Input Select Action Select Announcement Announcement to Play

Announcement

Announcement
Number of digits
Variable to store
Max Attempts Action

No Response Action

Invalid Action

Successful collect

Play Announcement

No.of Digits

Max Attempts

Variable to Store

On No Response

Select Action

Select Announcement

Announcement to Play

On Invalid Input

Select Action

Select Announcement

Announcement to Play

On Max Attempts

Select Action

Select Announcement

Announcement to Play

Contact Point to Transfer

Announcement to Play

Contact Flow to Transfer

On Successful Collect

Play annoucement on Success

Submit Action

Select Contact Point

Select Skill

Select Web Hook

Variable to pass

Return Value

Return Action

Select Contact Point

Select Skill

After Business Hours

IVR Method

Announcement
Key : 0
Key : 1
Key : 2
Key : 3
Key : 4
Key : 5
Key : 6
Key : 7
Key : 8
Key : 9
Key : * (Star)
Key : # (Hash)
Max Attempts
Max Attempts Action

No Response Action

Invalid Action

Play Announcements and Variables

+ Add Row

After Announcements

Select Action

Select Contact Point

Key	Option	Value
		No Action	✕

+ Add Key

Max Attempts
On Max Attempts Select Action Select Announcement Announcement to Play Contact Point to Transfer Announcement to Play Contact Flow to Transfer
On No Response Select Action Select Announcement Announcement to Play
On Invalid Input Select Action Select Announcement Announcement to Play

Announcement

Announcement
Number of digits
Variable to store
Max Attempts Action

No Response Action

Invalid Action

Successful collect

Play Announcement

No.of Digits

Max Attempts

Variable to Store

On No Response

Select Action

Select Announcement

Announcement to Play

On Invalid Input

Select Action

Select Announcement

Announcement to Play

On Max Attempts

Select Action

Select Announcement

Announcement to Play

Contact Point to Transfer

Announcement to Play

Contact Flow to Transfer

On Successful Collect

Play annoucement on Success

Submit Action

Select Contact Point

Select Skill

Select Web Hook

Variable to pass

Return Value

Return Action

Select Contact Point

Select Skill

IVR Method

Announcement
Key : 0
Key : 1
Key : 2
Key : 3
Key : 4
Key : 5
Key : 6
Key : 7
Key : 8
Key : 9
Key : * (Star)
Key : # (Hash)
Max Attempts
Max Attempts Action

No Response Action

Invalid Action

Play Announcements and Variables

+ Add Row

After Announcements

Select Action

Select Contact Point

Key	Option	Value
		No Action	✕

+ Add Key

Max Attempts
On Max Attempts Select Action Select Announcement Announcement to Play Contact Point to Transfer Announcement to Play Contact Flow to Transfer
On No Response Select Action Select Announcement Announcement to Play
On Invalid Input Select Action Select Announcement Announcement to Play

Announcement

Announcement
Number of digits
Variable to store
Max Attempts Action

No Response Action

Invalid Action

Successful collect

Play Announcement

No.of Digits

Max Attempts

Variable to Store

On No Response

Select Action

Select Announcement

Announcement to Play

On Invalid Input

Select Action

Select Announcement

Announcement to Play

On Max Attempts

Select Action

Select Announcement

Announcement to Play

Contact Point to Transfer

Announcement to Play

Contact Flow to Transfer

On Successful Collect

Play annoucement on Success

Submit Action

Select Contact Point

Select Skill

Select Web Hook

Variable to pass

Return Value

Return Action

Select Contact Point

Select Skill

Select Business Hours

On Business Hours

Select Call Flow (from Amazon Connect )

After Business Hours

Select Call Flow (from Amazon Connect )

Select Business Hours

On Business Hours

Opening Announcement

Select Helpdesk Group

Follow Up Action

Select Contact Point

Auto Response Email

Closing Announcement

After Business Hours

Opening Announcement

Select Helpdesk Group

Follow Up Action

Select Contact Point

Auto Response Email

Closing Announcement

Opening Announcement

Select Helpdesk Group

Follow Up Action

Select Contact Point

Auto Response Email

Closing Announcement

Cancel

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Create contact points - Telephony

On Business Hours

After Business Hours

On Business Hours

After Business Hours

On Business Hours

After Business Hours

On Business Hours

Play Announcements and Variables

After Announcements

On Max Attempts

On No Response

On Invalid Input

On No Response

On Invalid Input

On Max Attempts

On Successful Collect

After Business Hours

Play Announcements and Variables

After Announcements

On Max Attempts

On No Response

On Invalid Input

On No Response

On Invalid Input

On Max Attempts

On Successful Collect

Play Announcements and Variables

After Announcements

On Max Attempts

On No Response

On Invalid Input

On No Response

On Invalid Input

On Max Attempts

On Successful Collect

On Business Hours

After Business Hours

On Business Hours

After Business Hours

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