V3 Out Prefixes

What’s about

The Out Prefixes are labels associated with outbound calls.

All the outgoing calls will be easily marked and, in this way, can be categorized.

The Out Prefixes are useful when XCALLY is employed for managing several Customers and/or Services. Thanks to the label, it is possible to distinguish the outgoing calls by Customer and/or Service in the operating activities and in the reports. For example, out prefixes could be beneficial in producing punctual reports for billing purposes.

Through the Out Prefixes, it is also possible to define:

• the “caller ID” and the number, that could be visible to the call recipients.

• the context used for directing the calls.

How to set up

Add a New Prefix

From the Voice Menu, access the Out Prefixes section.

Open

Click on   to add a New Prefix and fill out the following form:

Open

 

• Name: Specify the name for the new Out Prefix.

REPORT: In the CALL REPORT, the out prefix name will be included in the prefix column.

• Context (Origin): Choose the context from the list. Remember that the prefix must be related to the context, which must be already created before using it.

• Context (Destination): Choose the context from the list. In this way, if an agent/route is associated to a specific context, the prefix will work correctly for this agent/route

If you delete a context associated with an out prefix, also the out prefix will be deleted.
Moreover, if you add agents to an out prefix, they need to be inside the context (origin)

• Keep Prefix: option to switch on if you want to keep the prefix when you launch the call.
  By default when an agent composes a number and selects an out prefix, the call enters in trunk only with a number without a prefix. With keep prefix call enters in the trunk by adding the indicated prefix
  (Scenario: agent calls number 1234 with prefix 333.
  If the kept prefix is inactive calls are entered in the trunk as 1234. If you switch on the option, the call enters as 3331234)

• Caller ID: Define the Caller ID and the number (typically authorized by the phone number provider) that could be visible to the call recipients.

• Description: Insert an optional text.

 

Edit, Delete and Add Agents/Team to Prefix

On the Out Prefixes list, click on  related to a prefix and then choose the action:

• You can Edit a Prefix and modify it:

• You can Add one or more Agents/Teams in the list of those that can use the prefix:

• You can Delete the prefix.

How to use it

The most common situations in which out prefixes are used are described in the following scenarios.

Scenario 1

Let’s suppose that the company Ingo is a contact center where:

• there is one trunk

• multiple numbers are handled by the trunk

• outbound activities are managed by two groups of Agents:

  • one group of Agents works for Customer A or Service A, making calls with the phone number 123 (authorized by the provider and associated with the trunk)

  • another group of Agents works for Customer B or Service B, making calls with the phone number 456 (authorized by the provider and associated with the trunk)

The company Ingo should:

• Create Out Prefixes to distinguish the outgoing calls by Customer. Both Out Prefixes point to the same context (i.e. from-sip), but with different Caller ID.

• Associate the Out Prefixes to different Agents or Teams, previously configured.

  • From the Out Prefixes list, click on  related to a prefix and then choose the action

Scenario 2

Let’s suppose that the company Ingo is a contact centre where:

• there are two trunks: 1 and 2

• outbound activities are managed by two groups of Agents:

  • one group of Agents works for Customer A or Service A, making calls with the phone number 123 (authorized by the provider and associated to trunk 1)

  • another group of Agents works for Customer B or Service B, making calls with the phone number 456 (authorized by the provider and associated to trunk 2)

The company Ingo should:

• Create two Voice Contexts.

  • From the Voice Menu, access the Out Prefixes section.

     

    Click on   to add a New Prefix and fill out the following form.

• Create Out Prefixes to distinguish the outgoing calls by Customer. Out Prefixes point to different contexts, with different Caller ID.

• Associate the Out Prefixes to different Agents or Teams, previously configured.

  • From the Out Prefixes list, click on  related to a prefix and then choose the action

Out Prefixes for Agents

• Out Prefixes are visible only to associated Agents/Teams.

• When dialing the number, before activate the call, XCALLY propose to the Agent his associated Out Prefixes:

• It is possible to make the Out Prefix mandatory for the single Agent (setting the proper flag from the Agent Settings- Permissions):