Synonyms are special types of external call forward forwarding destinations to transfer a call to, that is chargeable, can be announced by a specific Tarif Prompts, and should be kept secret to the caller (A-Party) while also being chargeable and announceable by specific tarif prompts.
Create a Synonym
A synonym can be created imported or created manually or be imported.
Import
Login Log in as a Client 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 as it will be displayed under the "Agent Home" view for call forwarding purposes. |
| Number to Announce | The number that will be displayed in the "Agent Home" view. This could be any number different from the physical number if you want to hide the physical number to outsidethe caller. |
| Physical Number | The real number, based on E.164 based , to which the calls is forward are forwarded to. |
| Brand | Any further definition of this synonymOptional further Information regarding the brand of the number. |
| Provider | Any further definition of this synonym. The name Optional further information regarding the provider of the physical number. |
| Tarif (Prompt ID) | The tarif prompt wave .wav file that will be played to give further information to the caller about this synonym. For example the cost that will be charged per minute. See also: Tarif Prompts |
After each fields are field is edited, click on Save to return to the list of synonyms. In the list of synonym Once there, click Edit or Delete to modify or delete a synonym.
Synonym handling
Handling The handling of synonymes is done within the Agent Home. Within Inside the synonym tab the sysnonym will only display during an active agent call.
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Synonyms are supported only by configuration ACD groups or standalone ACD groups.
4 types of call transfer option options 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 referenced by the column TransferOptionExternal in the JTELStats database table AcdStatisticsPartB (AcdB).
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