Inbound calls

Inbound

• Add inbound numbers to handle in the text area or select in the dropdown. 
• Choose inbound flow
• Project
  • Configure in what projects to search for customers
  • Configure where to create new customer cards

• Make sure project is active and enabled for user
• If someone calls a number that is not connected to a project, all logged in admins will get a notification. 
• Make sure number format is valid and correct, depending on configuration you might need a country prefix. 

Inbound Flow

• Set opening hours
• OR choose a time module from Puzzel Contact Center (PCC)
• Reserve Agents
  • Set timeout before node returns
  • Cancel if no logged in agents = This node returns if no logged in agents
  •  Play Sound every 30 seconds
  • Play position to customer (available in SE and EN)
  • Inform if no available agents = Logged in agents (part of this project) get a notification if no available agents on an inbound call
• In general follow the flow on the right hand side between the nodes
• If you need a completely new template, contact Puzzel support.