Set up IVR menus

The queues should queue calls, even if no agents monitor them.

The queues should have a user added as primary agent, so that you can log in to ZyDesk as that user, and answer calls from the queues.

1. In the Administration Portal menu, select QUEUES > Voice Queues

2. Click Add Voice Queue

3. In Name, enter Sales

4. In Number, enter 1011

5. In Unmonitored Queue, select Queue Calls

6. Click USERS (in the top right corner)

   If you use Internet Explorer on a Windows server, Internet Explorer Enhanced Security Configuration can cause lists of users and groups to take a very long time to load in the Zylinc Administration Portal. While the lists load, you'll see a loading indicator, like this:
   
   
   If it's allowed in your organization, you should switch off Internet Explorer Enhanced Security Configuration. The way you do that varies depending on your server version. Do a Google search for Internet Explorer Enhanced Security Configuration to learn how to do it on your server version.
   
   Alternatively, you can of course use another browser, for example Chrome or Firefox.

7. Add the agent user to Primary, and click Save

Repeat the steps to create three more queues, so that you end up with these four queues:

Next, you're going to create a Wallboard profile. That's because the Wallboard is ideal when you need to test that your IVR menu works.

1. In the Administration Portal menu, select QUEUES > Wallboard Profiles

2. Click the Add Wallboard link

3. In Name, enter TestWallBoard

4. Click Save

Add the four new queues to TestWallboard:

1. In the Administration Portal menu, select QUEUES > Wallboard Profiles

2. Click TestWallboard

3. In Queues, add the four new queues to Overview Component

4. Click Save

Open the Wallboard link in a new browser window, and leave the window open. You’ll need it later.

When you open the Wallboard, you may in some cases see a flickering screen.

If you see a flickering screen and an error message: Connection lost. Reconnecting:

1. Go to the following URL: http://<winappserver>:8081/ZyDataService/
2. Click Wallboard
3. Log in as a user that is known to the system, for example:
   • administrator@zylinc.com, and use the password for that user (requires that ZyDesk PW Login to Portals is selected in the Administration Portal (SYSTEM > Interface Configuration)
   • Log in as admin, and use the password for Tomcat instance ZyTomcat2-8081 user admin.
4. Click TestWallBoard (that you created earlier).
   

1. Download and extract Zylinc-main-ivr.wav
   

2. In the Administration Portal menu, select AUDIO > Upload Audio Files

3. In Announcement Filename, select the extracted file Zylinc-main-ivr.wav

4. Click Upload

1. In the Administration Portal menu, select INSTALL > Portal Configuration

2. Select IVR Menus

3. Click Save

4. In the Administration Portal menu, select QUEUES > IVR Menus

5. Click Add IVR Menu

6. In Name, enter IVR_menu

7. In Display Name, enter IVR Menu

8. In Number, enter 1020

9. In Type, select Prompt & Collect IVR

10. In IVR Prompt, select Zylinc-main-ivr, and enter 1 in the Max field

11. Click Save

1. In the Administration Portal menu, select QUEUES > IVR Menus

2. Click IVR Menu

3. In Digit Start, enter 1

4. In Action, select Queue Call

5. In Settings, select Sales

6. Click Save

Repeat the steps to add three more IVR actions, so that you'll end up with these four actions:

Note the Default selection for the Reception queue

Click Save

1. Make sure that all instances of ZyDesk are closed, and that no agents are online.

   That's because, if agents are online, calls will be moved from the IVR queues to one of the agents’ personal queue, and Wallboard will no longer display the calls in the queues.

2. Install MicroSIP on test computer

   What's MicroSIP?
   
   MicroSIP is a third-party open source SIP softphone for Windows that you can download for free. MicroSIP is useful, for example when you need to:
   
   • Make calls to any phone number within the Zylinc solution, even when you haven't set up an integration to a third-party phone system yet. You can call, for example, Zylinc voice queues, IVR menus, or the announcement recording feature.
   
   • Use the softphone keypad to send DTMF tones to, for example, IVR menus, or the digit collection feature of a voice queue.
   
   • Make calls that pretend to be from any A-number. This is useful when you need to test, for example, caller-rated queueing, caller-rated distribution, callbacks, or automatic language detection that use country codes.

   Do I need to use MicroSIP?
   
   No. If you already have another way of calling phone numbers within your Zylinc solution, you can use that. Because some people may not yet have fully set up their phone system, they may find MicroSIP useful at the time when they go through this topic.

   MicroSIP can’t run on the same computer as ZyDesk, because the two softphone products use conflicting UDP ports. Because you already use Zylinc Windows Application Server to run ZyDesk, you must install MicroSIP somewhere else.

   MicroSIP requires a sound card and microphone, which isn't always available via remote desktop connections, so install MicroSIP directly on a computer that hasn't got ZyDesk installed, but has a sound card and microphone:

   1. Download and install MicroSIP
   2. In the MicroSIP menu, select Settings
   3. In DTMF-Method, select SIP-INFO
   4. In the MicroSIP menu, select Add Account...
   5. In SIP Proxy, enter <MediaServer>:5060, for example MediaServer:5060
   6. In Username, enter the A-number that you'll pretend to call from, for example +4512345678
   7. In Domain, enter the word domain (this field isn't used, but it mustn't be empty)
   8. If you find out the audio of your MicroSIP softphone doesn't work in both directions, and if your test computer has more than one network adapter installed, this problem can be because Zylinc media server can't reach the subnet of the network adapter that MicroSIP automatically decided to use. In that case, it may help to do the following: In Public Address of the MicroSIP account, change Auto to the IP address of a subnet that is reachable from Zylinc media server. You can also check that MicroSIP isn't being blocked by firewall rules, especially on the test computer.

   How to change the A-number that MicroSIP pretends to be calling from
   
   When you need to test, for example, caller-rated queueing, caller-rated distribution, callbacks, or automatic language detection that use country codes, it can be useful to change the A-number that MicroSIP pretends to be calling from.
   
   To do that:
   
   1. In the MicroSIP menu, select Edit Account...
   
   2. In Username, enter the A-number that you'll pretend to call from, for example +4512345678

3. From MicroSIP, call number 1020 and enter 3 when you get the IVR menu.

4. In the Wallboard, the Administration and finance queue now shows one current call.

5. In MicroSIP, click End Call.

6. From MicroSIP, call number 1020 and enter 7 when you get the IVR menu.

   The digit 7 is a wrong choice, but because you’ve defined the default IVR action, the call will go to the Reception queue.

7. In the Wallboard, the Reception queue now shows one current call.

8. In MicroSIP, click End Call.