Skip to main content

Welcome to the Cyara Knowledge Center

Search

Single Step Conference

Updated: tech writers Edited:

In this example, two Behaviors are configured. One Behavior for the Source Agent to answer the customer call and then initiate a Single Step Conference with the Destination Agent. The other Behavior for the Destination Agent to receive the Conference Request from the Source Agent.



The Transfer Destination can either be a Destination Agent extension or a Route Point if using a Genesys server. The Route Point is mapped to the queue and the queue determines the next available Agent to transfer the conference request. If AmazonConnect is used, the transfer destination can be a QuickConnect.

Source Agent Behavior for Destination Agent

Following is a sample configuration if the transfer destination is either a Destination Agent or extension.

  1. Add the Wait Ringing and Wait Answer Activities.
    Note:
    • If the Virtual Agent is not configured for auto answer, add a Request Answer Activity before the Wait Answer Activity.
    • Third party Answer Call request is currently not supported for the Cyara-emulated SIP extensions. To know if your PBX supports third party call control, check with your PBX vendor or documentation.
  2. Add a Request Conference Single Activity with a suitable waiting period. The Min/Max Pause Time determines the time the Virtual Agent will wait before initiating the Single Step Conference Activity.
    The transfer destination format depends on the CTI vendor. For information about transfer destination formats for different vendors, see Transfer and Conference Destination.
  3. Add a Wait Conference Single Step Activity so that all the three participants, customer/inbound Test Case, Source Agent and Destination Agent are added to the call.
  4. Add the Request Release Activity so that the Source Agent exits the conference call. The Min/Max Pause Time along with the Request Release Activity of the Destination Agent Behavior determines if the Source Agent exits the conference before or after the Destination Agent.
    Note: Nice CXone does not support the Execute Validation Rule activity. As the customer data is not passed along with the Wait Ringing step, the Virtual Agent makes a separate call to retrieve the data. The Verifiy Interaction Data Activity must be configured with a sufficient Min/Max Pause Time so as to ensure that the data comes through. This helps prevent the failure of Verify Interaction Data Activity.

Source Agent Behavior for Destination as Route Point

Genesys Contact Centre Environment (both On Premise as well as MultiCloud CX) allows the call to be conferenced with a Route Point where a Routing Strategy can be configured to take multiple options. If the Conference is with a Route Point that is configured to find most suitable agent, then the Min / Max Pause Time can be adjusted to ensure that the Destination Agent receives the Conference call.

Note: Genesys Contact Centre Environment (both On Premise as well as MultiCloud CX) allows the call to be conferenced with a Route Point where a Routing Strategy can be configured to take multiple options.
  1. Add the Wait Ringing and Wait Answer Activities.
    Note:
    • If the Virtual Agent is not configured for auto answer, add a Request Answer Activity before the Wait Answer Activity.
    • Third party Answer Call request is currently not supported for the Cyara-emulated SIP extensions. To know if your PBX supports third party call control, check with your PBX vendor or documentation.
  2. Add a Request Conference Single Activity with a suitable waiting period. The Min/Max Pause Time determines the time the Virtual Agent will wait before initiating the Single Step Conference Activity. The Transfer Destination can have additional information along with the Route Point number in JSON format as shown: 
    RP_CyaraTest@SIP_Cluster;{"IW_RoutingBasedTargetId": "VAG_Cyara_Group2_ManualAnswer", "IW_RoutingBasedTargetType": "AgentGroup", "IW_RoutingBasedRequestType": "OneStepConference",  "targettype": "AgentGroup","targetname": "VAG_Cyara_Group2_ManualAnswer"}

    Specify the Route Point in the format <RoutePoint@Switch>. Attach the following data to the call. This data will be read by the Routing Strategy and must follow the Genesys attached data format.

    1. IW_RoutingBasedTargetId - The ID (employee ID of another agent, AgentGroup name, Skill name) of the target.
    2. IW_RoutingBasedTargetType - The type of the target (Agent, AgentGroup, or Skill).
    3. IW_RoutingBasedTargetType - Informs the strategy of the type of action to be executed.
    4. targettype - The type of the target (Agent, AgentGroup, or Skill).
    5. targetname - The ID (employee ID of another agent, AgentGroup name, Skill name) of the target.
    Note: This additional information is required only when the Routing Logic behind the Route Point requires data. If there is a one-to-one mapping between the Route Point and the Destination Agent / Queue, then this infromation is not mandatory.
  3. At times two events are generated, first when the call goes to the Route Point and the second when the call goes to the Agent. Add a second Wait Conference Single Activity so that all the three participants, the calling customer, Source Agent and Destination Agent are added to the call simultaneously.
  4. Add the Request Release Activity so that the Source Agent exits the conference call. The Min/Max Pause Time along with the Request Release Activity of the Destination Agent Behavior determines if the Source Agent exits the conference before or after the Destination Agent.

Source Agent Behaviour for Destination as QuickConnect

AmazonConnect Contact Center Environment allows QuickConnects which can either be an Agent or a Queue. Accordingly, Flows can be designed and mapped to the QuickConnects to ensure correct call targeting.

In this example, the transfer destination is a QuickConnect called qc_talos_internal_transfer. This can either be a Queue or an Agent depending on the Amazon Connect configuration. The remaining steps are similar to those explained in Source Agent Behavior for Destination as Route Point.

Destination Agent Behavior

The Destination Agent is the last party that is added to the Conference call and is required to answer the incoming Conference request from the Source Agent.

  1. Add the Wait Ringing and Wait Answer Activities.
    Note:
    • If the Virtual Agent is not configured for auto answer, add a Request Answer Activity before the Wait Answer Activity.
    • Third party Answer Call request is currently not supported for the Cyara-emulated SIP extensions. To know if your PBX supports third party call control, check with your PBX vendor or documentation.
  2. Add the Request Conference Single Step
  3. Add a Verify Interaction Data Activity with the necessary attributes to check if the attached Data from the calling customer is passed to the Destination Agent.
  4. Add the Request Release Activity so that the Source Agent exits the conference call. The Min/Max Pause Time along with the Request Release Activity of the Destination Agent Behavior determines if the Source Agent exits the conference before or after the Destination Agent.
Was this article helpful?
0 out of 0 found this helpful
Return to top

Related articles

Comments

0 comments

Please sign in to leave a comment.