Voice
Voice ACD skills
enable phone calls to and from your contact center. You can use different types of voice ACD skills:
- Manual outbound: Agents use the address book or the keypad to place calls to contacts and to other agents. Agents must have a manual outbound voice ACD skill to transfer calls to other agents.
- Personal Connection dialer : Calls are automatically dialed from a calling list you create. You can do this by having a script import it from your CRM or by uploading it manually. The dialer can assign calls to an agent or play a recording for the contact.
- Inbound voice: Contacts can place calls to your contact center. If your environment uses an IVR menu, you need to create a new inbound voice ACD skill per IVR option.
If you make a lot of outbound calls, your calls may begin to be marked as spam. These tips can help you avoid this:
- Add Caller ID Name (CNAM) services or Universal Call Branding to your environment.
- Don't call the same lead too frequently.
- Keep your dialer drop rate under 3%.
- Make sure contacts can reach you if they try to call back.
- Verify you aren't making marketing calls to numbers on the National Do Not Call Registry.
- Place your calls over several geographic regions. This spreads the calls out over multiple receiving carriers and call blocking systems.
- Rotate the caller ID you use for outbound ACD skills periodically.
- Obtain a local phone number for each region, state, or area code you're calling.
- Register your phone number with the major caller ID reputation registries.
Key Facts about Voice
- You can have manual outbound voice ACD skills run the suppression engine script. This lets you use a third-party compliance service or query a do not call (DNC) list.
- For manual outbound and dialer ACD skills, you can choose the telecom route the outbound traffic routes through. This lets you process network traffic differently for a certain ACD skill. It can also let you deliver calls from a number that is local to the contact.
- You can set up voicemail interactions using a separate voicemail ACD skill.
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You can use Studio scripts to customize the voice experience. This includes:
- Creating an IVR for inbound calls.
- Setting hold music.
- Using events in the interaction to trigger actions. Possible triggering events include when a contact is answered, transferred, or ended.
Scripts easily become complicated. If you need help with your voice scripts, contact your NICE Account Representative.
- Creating an IVR
- You can customize the routing experience for your voice ACD skills with these tools: