Synonyms are special types of external destinations that are appropriate to transfer a call to a destination that is chargeable or that should be kept secret to the caller.
Create a Synonym
Login as system administrator. Open the editing view of an ACD group > select the tab synonym > click the button Add or Import to create a new synonym or to import an existing list of synonyms.
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Name | Value |
---|---|
Synonym | A meaningful name of the synonym, because it will be displayed under the "Agent Home" view for call forwarding purposes. |
Number to Announce | The number that will be displayed "Agent Home" view. This could be any number different from the physical if you want to hide the physical number to outside. |
Physical Number | The real number, E.164 based, to which the calls can be forward to. |
Brand | the brand of this synonym |
Provider | The name provider of the physical number. |
Tarif (Prompt ID) | The cost per minutetarif prompt wave file that will be chargedplayed to give further information to the source number callingcaller about this synonym. For example the cost that will charged per minute. |
Configuration
See also: Tarif Prompts |
After each fields are edited, click on Save to return to the list of synonyms. In the list of synonym click Edit or Delete to modify or delete a synonym.
Remarks about Synonyms
Each call that is forwarded by an agent to a synonym is referenced by the column TransferAcdSynonymsID in the database table StatisticsPartB (B).
Synonyms are supported only by configuration ACD groups or standalone ACD groups.
4 types of call transfer option can be configured for the transfer of calls to synonyms:
- Blind (AcdGroup.TransferOption.1)
- Agent remains available until destination has answered (AcdGroup.TransferOption.2)
- Transfer with query options (AcdGroup.TransferOption.3)
- Guided Transfer (AcdGroup.TransferOption.4)
Transfer options are reference by the column TransferOptionExternal in the JTELStats database table AcdStatisticsPartB (AcdB)Login as system administrator. Open the editing view of an "ACD group" > select the tab "synonym" > click the button "Add" or "Import" to create a new synonym or to import an existing list of synonyms.