The Voice channel

The voice channel serves as the initial access point for a person into the Buzzeasy voice system. This document outlines both the process for creating a voice channel and the available management tools for these channels.

You can find voice channels within the Portal by navigating to Voice > Channels. To view and edit this section, your portal user account must possess at least the read and update permissions on the Voice role.

Create a voice channel

Begin the process of creating a voice channel by selecting the Create button, which is located in the Channels section's list blade on the portal.

First, input a channel name. Ensure the name is precise and descriptive, as it will be visible to your agents in their Agent Application. This name is also accessible through the odata feed via a lookup.

Next, select your business unit and choose or establish a workflow from the drop-down menu. Should you decide to create a new workflow, a tab will open for entering workflow details.

Then, enter the phone number for the channel and proceed by clicking next. You may add alternative phone numbers here.

Configure the channel's timezone and define its operating hours, holidays, and any exceptions according to your requirements. Note that these settings can be adjusted later.

Include your completion codes. These are options that agents can select to categorize a task during the wrap-up phase. These codes are also accessible in the odata feed and in the agent's activity history.

If scripting is enabled for the channel, provide a concise description and the URL for your script. Finalize the process by clicking the Create button.

Edit and Delete channels

The channel edit experience is the same as the channel creation, the same details are available for editing. Changes may need up to 30 minutes to propagate through the system.

Delete a channel by clicking the Delete button. This action is irreversible.

Alternative inbound numbers

Buzzeasy offers an easy way to provide multiple alternative numbers for a given inbound voice channel for business with multiple phone numbers or alias numbers for the same query. Simply add these numbers to the alternative numbers field. Odata feed will highlight which number the customer dialed.

When initiating an outbound call, the Phone Number will be used, the agents cannot use an alternative number for outbound dialing.

Buzzeasy will scan the entire configuration to ensure duplicate entries cannot be saved.

This field is a free-text field, as internal extensions may be used to reach this channel.