Manage Agent Patterns

Create Agent Pattern Sets

Required permissions: Agent Patterns Create

Screenshot showing how to create agent pattern sets
  1. Click the app selector and select ACD.
  2. Go to ACD Settings > Agent Patterns.
  3. Click Create New.
  4. Enter a Name for the new set and click Add.

Create Agent Patterns

Required permissions: Agent Patterns Create

Screenshot showing how to create agent patterns
  1. Click the app selector and select ACD.
  2. Go to ACD Settings > Agent Patterns.
  3. Click an agent pattern set.
  4. Click Create New.

  5. Enter a Name, Input value, and Output value for the pattern.

    Field Details
    Input Enter the values that agents would dial.

    Output

    Enter the values the system should send when a match is detected and the pattern is applied.

    You can use the following values and variables:

    Value Details
    {number(s)} A full or partial set of numbers (for example, 8005551234). The agent would have to dial all the numbers specified, in that order, for the pattern to be applied. Can be used in either Input or Output.

    %

    Variable representing all numbers. The pattern would be applied to any numbers dialed by the agent. You can also combine this value with the previous one. For example, an Input value of 800555% would match any dialed number that began with 800555, regardless of the final digits. Can be used in either Input or Output.
    - Causes the first number to be stripped from the digits dialed by the agent. You can strip multiple numbers. For example, an Output value of ---555 would cause 800 to be stripped from 8005551234. Used in Output only.
    X Used to specify how many digits must be present for a pattern match. For example, to enforce ten digit dialing, you could enter an Input value of % and an Output value of -XXXXXXXXXX.
  6. To test the new pattern, enter a phone number that matches the Input and click Test.
  7. When your pattern is ready, click Add.
  8. Click Save.

Assign Pattern Sets to Users

Required permissions: Users Edit

Screenshot showing how to apply a pattern set to an employee

  1. Click the app selector and select ACD.

  2. Click ACD Users.

  3. Locate and click an ACD user to open the record.
  4. Select the Contact Settings tab and click Edit.
  5. In the Default Dialing section, select the pattern set you want to apply from the Dialing Pattern drop-down.
  6. Click Done.