Agent Settings: Configuring an Agent's Inbound Call Flow

This article is for managers and admins configuring an agent's inbound and outbound call flow. If you are an agent setting up your own call flow, go to My Profile > Profile > Inbound Call Flow instead, described in Fixing "This Device Is Blocked for Outbound Calling" or "Invalid Device".

Opening an Agent's Inbound Call Flow

1. Sign in to the Kixie Dashboard.
2. Go to the Manage section.
3. Select the agent.
4. Click Agent Settings.
5. Select Inbound Call Flow.
6. Click the edit (pencil) icon at the right of the Inbound Call Flow heading to open the settings for editing.

What You Can Configure

• Initial Greeting: the message callers hear when they dial the agent's Kixie number. Selecting None gives a plain ringing tone.
• Outbound Dialing Device: the device used for outgoing calls.
• Devices to Ring: which devices ring on an incoming call.
• Seconds to Ring: how long an incoming call rings before going to voicemail or a forwarding device. Five seconds is roughly one ring.
• Forwarding: where a missed call goes, such as a mobile. Go to Forward Devices, add the forwarding number, confirm, save, then toggle Forward Calls and Announce Call on. With Announce Call on, the person answering hears "Press 1 to accept this Kixie Call", which stops forwarded calls being mistaken for personal ones.
• Voicemail Message: the message played on unanswered calls. Choose Text-to-Speech, upload an MP3, or record it directly.

Related

If an agent cannot place calls at all, the cause is often a missing device rather than a routing setting. See Fixing "This Device Is Blocked for Outbound Calling" or "Invalid Device" and Resolving the "Lost Connection: Reconnecting to Resolve" Error Message.

If you have questions, email support@kixie.com.