The Voice channel
The voice channel serves as the initial access point for a person into the Graia CCaaS voice system. This document outlines both the process for creating a voice channel and the available management tools for these channels.
You can find voice channels within the Portal by navigating to Voice > Channels. To view and edit this section, your portal user account must possess at least the read and update permissions on the Voice role.
Create a voice channel
Begin the process of creating a voice channel by selecting the Create button, which is located in the Channels section's list blade on the portal.
First, input a channel name. Ensure the name is precise and descriptive, as it will be visible to your agents in their Agent Application. This name is also accessible through the odata feed via a lookup.
Next, select your business unit and choose or establish a workflow from the drop-down menu. Should you decide to create a new workflow, a tab will open for entering workflow details.
Then, enter the phone number for the channel and proceed by clicking next. You may add alternative phone numbers here.
Configure the channel's timezone and define its operating hours, holidays, and any exceptions according to your requirements. Note that these settings can be adjusted later.
Include your completion codes. These are options that agents can select to categorize a task during the wrap-up phase. These codes are also accessible in the odata feed and in the agent's activity history.
If scripting is enabled for the channel, provide a concise description and the URL for your script. Finalize the process by clicking the Create button.
You may prevent the system from automatically creating new customer records for unidentified phone numbers by turning the Auto-create customer profiles for new contacts feature off. This does not affect the customer identification process.
Edit and Delete channels
The channel edit experience is the same as the channel creation, the same details are available for editing. Changes may need up to 30 minutes to propagate through the system.
Delete a channel by clicking the Delete button. This action is irreversible.
Alternative inbound numbers
Graia CCaaS offers an easy way to provide multiple alternative numbers for a given inbound voice channel for businesses with multiple phone numbers or alias numbers for the same query. Simply add these numbers to the alternative numbers field. Odata feed will highlight which number the customer dialed.
When initiating an outbound call, the Phone Number will be used, the agents cannot use an alternative number for outbound dialing.
Graia CCaaS will scan the entire configuration to ensure duplicate entries cannot be saved.
This field is a free-text field, as internal extensions may be used to reach this channel.
Trunk Selection Group
Select from the optionally available Trunk Selection Groups to control which trunk(s) should the system prefer for outbound voice calls. This comes in handy in case you have multiple trunks you wish to use based on business reasons and not simply for redundancy.
If you don't have multiple trunks or you use them for redundancy only, then you don't need to deal with this setting; leave it on the default option.
We create TSGs for you upon request either during onboarding or later.
Note
Since the trunk concept is inherently voice specific, trunk selection is available for voice channels only and indirectly for campaigns via their outbound channel selection.
Keep customer call in ringing state until agent or voice bot answers
This feature controls when a customer call is considered connected. When enabled, the call remains in a ringing / dialing state until an agent answers or a voice conversational AI bot that requires customer voice input is reached.
This allows workflows to start and progress without immediately establishing a connected call state, aligning call behavior with carrier constraints and real agent/bot availability.
If the ringing limit is exceeded before an agent or voice bot answers:
- The carrier disconnects the call.
- The workflow ends accordingly.
Conversation categorization
You may categorize calls based on the categorization rules you create. In the channel details, you must select the categorization rule that will apply to the recording transcript or the live transcript. Categorization for calls occurs after the call has ended, a recording and a recording transcript are generated. If you decide to use the live transcript instead, then the conversation will be categorized based on the parts of the conversation which have a live transcript, generated by the conversational bots, call translation or live translation, the parts of the conversation having no live transcript will be ignored.