Manage Personal Connection Voice Skills

Manually Start and Stop a Proactive Voice Skill

Required permissions: External Business Unit Edit, Outbound Strategy Manager Edit

  1. If you want CXone to send an email notification when a Personal Connection skill is manually stopped, specify the email address in your business unitClosed settings.

    1. Click the app selector icon of app selector and select ACD.

    2. Go to ACD Configuration > Business Units.

    3. Click the business unit you want to modify to open it.
    4. In the Details tab, click Edit.
    5. Scroll down to the Outbound Strategy section.
    6. In the Force Stop Skills Notify Email field, enter the email address you want to receive the notification emails.
    7. Click Done.

  2. Click the app selector icon of app selector and select ACD.

  3. Go to Contact Settings > ACD Skills.

  4. Click the skillClosed you want to start or stop.

  5. Click Stop or Start.

Diagnose Call Throttling

Required permissions: Outbound Strategy Manager View

If you configured your Personal Connection (PC) skillClosed for predictive dialing, you may experience some throttling, which means that you dial under the configured maximum dialing ratio. It usually occurs as a safety control. Use the following steps to confirm throttling is occurring and to determine the reason.

  1. Click the app selector icon of app selector and select ACD.

  2. Go to Outbound > Skill Control.

  3. In the Outbound Skill Control table, find the skill you want to diagnose. Determine whether throttling is occurring in the skill by looking in the T column. If you see an X there, the skill is throttling.

  4. Hover your cursor over the X to see the reason for call throttling in the skill.

Activate or Deactivate XS on a Skill

From the Skill Management page, you can see whether Proactive XS interactions are currently active. You can also make changes to them from the same screen. This enables you to easily see the status of your Proactive XS-enabled Personal Connection (PC) skillClosed and quickly adjust incorrect settings.

  1. Click the app selector icon of app selector and select ACD.

  2. Go to Outbound > Skill Control.

  3. In the Outbound Skill Control table, find XS SETTINGS. This displays Active or Inactive status.

  4. Click the skill you want to change, then click the Deactivate XS or Activate XS button to change the status of the skill in the XS SETTINGS column.

Configure US State-Level Do Not Call Holidays

Required permissions: Skills Edit

Some states in the US have their own laws about dates or times when companies cannot make calls. You can set up do not call holidays to comply with these laws.

You can restrict calling for the whole day or limit it to a time range. Each holiday can be assigned to one state. If multiple states have the same restriction, you must create a holiday for each state.

Do not call holidays are added at the skill level.

  1. Click the app selector icon of app selector and select ACD > ACD Skills.

  2. Click the skill you want to work with.

  3. On the Do Not Call tab under US Holidays, click Add Holiday.

  4. Enter the Name of the holiday.

  5. Select a State.

  6. Enter the Date of the holiday or click the calendar A calendar. to select a date.

  7. To restrict calling during certain hours on the selected date, enter the time range in the Hours fields.

  8. To restrict calling for the whole day, select Closed All Day.

  9. Select the Time Zone from the drop-down list.

  10. Click OK.

  11. Click Save at the top of the Do Not Call tab.