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 Synonym
A synonym can be created imported or created manually.
Import
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.
Synonym values
| Name | Value |
|---|---|
| Synonym | A meaningful name of the synonym, 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 the caller. |
| Physical Number | The real number, based on E.164 , to which the calls are forwarded to. |
| Brand | Optional further Information regarding the brand of the number. |
| Provider | Optional further information regarding the provider of the number. |
| Tarif (Prompt ID) | The tarif prompt .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 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 handling
The 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 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 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 referenced by the column TransferOptionExternal in the JTELStats database table AcdStatisticsPartB (AcdB).