Synonyms are special types of external call forward destinations to transfer a call, that is chargeable, can be announced by a specific Tarif Prompts, and should be kept secret to the caller (A-Party).
Create a Synonym
A synonym can be created manually or be imported.
Import
Login as 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
| 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 in the "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 is forward to. |
| Brand | Any further definition of this synonym. |
| Provider | Any further definition of this synonym. The name provider of the physical number. |
| Tarif (Prompt ID) | The tarif prompt wave 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 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.
Synonym handling
Handling of synonymes within the Agent Home. Within the synonym tab the sysnonym will only display during an active agent call.
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).