Basics about Admin Dialogue flows

In a Telia ACE contact center call routing is integrated with the IVR. How this is to function is configured via dialogue flows in ACE Admin. A dialogue flow defines how calls shall be handled depending on e.g.

time
the number called
the number from which the caller is calling
various choices in the IVR menu
queue situation.

Some is configured by Telia Company’s personnel. However, you, as ACE administrator, can carry out some changes in the cloud based IVRs that are handling the telephone calls for your contact center. Some parts under the ACE Admin menu choice Routing | Dialogue flows you might not see nor be able to change, depending on licences and access rights.

To open the Dialogue flows window, you require the View dialogue flows access right.

To make minor changes you require the Modify dialogue flows access right. There is also a complete access right; Own dialogue flows.

The opening hours of the IVRs, which queues and, consequently, to which agents the calls shall be routed, etc. is handled under other separate menu choices in ACE Admin, described in other sections.

Under the Dialogue flows... menu you specify how the calls that are handled in a contact center shall be routed.

In order for you not to need a manual each time you are reviewing and updating the so-called call parameters, there is help available directly in the columns headed Parameter, as in the Dialogue flows and Call parameter assignment windows. Jst you move your mouse pointer over a row, and you get descriptions and examples of values, etc.