In a Telia ACE, 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, as ACE administrator, you 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.
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 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. Just hover your mouse pointer over a row, and you get descriptions and examples of values, etc.