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Synonyms are special types of external call forwarding destinations to transfer a call to, that should be kept secret to the caller (A-Party) while also being chargeable and announceable by specific tarif prompts. Create a SynonymA synonym can be created imported or created manually. ImportLog 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. Synonym values
After each field is edited, click on Save to return to the list of synonyms. Once there, click Edit or Delete to modify or delete a synonym. Synonym handlingThe handling of synonymes is done within the Agent Home. Inside the synonym tab the sysnonym will only display during an active agent call. Remarks about SynonymsEach 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 options can be configured for the transfer of calls to synonyms:
Transfer options are referenced by the column TransferOptionExternal in the JTELStats database table AcdStatisticsPartB (AcdB). |
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Synonyms are special types of external call forwarding destinations to transfer a call to, that should be kept secret to the caller (A-Party) while also being chargeable and announceable by specific tarif prompts. Create a SynonymA synonym can be created imported or created manually. ImportLog 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. Synonym values
After each field is edited, click on Save to return to the list of synonyms. Once there, click Edit or Delete to modify or delete a synonym. Synonym handlingThe handling of synonymes is done within the Agent Home. Inside the synonym tab the sysnonym will only display during an active agent call. Remarks about SynonymsEach 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 options can be configured for the transfer of calls to synonyms:
Transfer options are referenced by the column TransferOptionExternal in the JTELStats database table AcdStatisticsPartB (AcdB). |