📞Outbound Calls

Introduction

This article provides a step-by-step guide to implementing Surfly for an outbound phone call, integrated with NICE InContact ACD/IVR.

The Flow

The outbound call flow revolves around adding a button in the Launch section. Here’s an overview of how the process works:

1. Agent Initiates the Outbound Call:The agent starts an outbound call with the customer.

2. Agent Launches Surfly: The agent clicks the launch button within Max Agent or CXone Agent.

3. Surfly Start Page Opens: The Surfly start page is automatically opened.

4. Agent Begins Surfly Session: The agent adds the session link where they would like to interact with the customer.

5. Invite the Customer: In the Invite pop-up, the agent sends an email invitation to the customer to join the Surfly session.

6. Customer Joins the Session: The customer receives the email and clicks on the provided link to join the agent in the Surfly session.

Implementation Steps

To implement this flow, follow these four milestones:

1. Creating a Skill

2. Configuring the Studio Scripts

3. Configuring Script Schedule

Quick Start

Before starting the implementation, please download the scripts linked below:

• Studio Scripts for Download:

  • add_button: Add button to Start a Surfly Session at Launch

  • remove_button: Remove button to Start a Surfly Session at Launch

Creating a Skill

1. Log in to your ACD account.

2. Navigate to ACD Skills:

   

   • Click on Create New and select Single Skill.

     

   • Select Media Type: “Work Item”.

     

   • Add a name and select the campaign.

   • Click on Create.

   • Save the Skill ID for later

Configuring the Studio Scripts

Add_Button Script Configuration

1. Import the Script:

   • Import the "add_button" script into your Studio Script account.

2. Update the Administrator:

   • Replace the placeholder at "Administrator DO NOT DELETE" with the correct Administrator details.

3. Update the Skill ID:

   • Replace the placeholder in "Get Agents that are assigned to Skill" with the appropriate Skill ID.

Remove_Button Script Configuration

1. Import the Script:

   • Import the "remove_button" script into your Studio Script account.

2. Update the Administrator:

   • Replace the placeholder at "Administrator DO NOT DELETE" with the correct Administrator details.

Configuring Script Schedule

1. Create a New Schedule:

   • Go to ACD → Script Schedules → Create and set up a new schedule to execute the scripts.

2. Select Add_Button Script:

   • From the script list, choose the "add_button" script and set the schedule type to Recurring.

3. Set Start Time:

   • Configure the "Starts On" time to a period with low or no incoming calls.

4. Set Recurrence:

   • Set the script to recur Daily, every 1 day.

5. End Settings:

   • Set the schedule to Ends: Never.

6. Select Remove_Button Script:

   • Select the "remove_button" script for scheduling.

7. Set Start Time for Remove_Button:

   • Schedule the "remove_button" script to start at least one hour before the "add_button" script runs.