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.
| 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 tarif prompt wave file that will be played to give further information to the caller about this synonym. For example the cost that will 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.
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).