Dynamic Call Agent (DCA)
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Dynamic Call Agent or 'DCA' is a feature which allows Service Numbers to automatically hunt to a number of end points based on their call status (engaged, out of service etc.) and also a secondary user defined status.
DCA uses a common call centre terminology:
End points are referred to as Agents
One or many Agents can be assigned to a hunt group known as a Skillset
A Service can be built to route calls to a Skillset using the node
A Service Number can then be pointed at that Service to allow calls to be routed to the Skillset and to the most appropriate Agent
More information about these entities is detailed below. If you would like access to the DCA service please contact your Service Provider to discuss this. DCA will be provided against an account with a Maximum Signed In Agents limit. Portal Administrators can create as many Agents as they wish, but only the value of Maximum Signed In Agents can be Signed In concurrently. If an Agent tries to sign in and this breaches the maximum limit, an error message will be received.
Agents are created by a Portal Administrator. An Agent is an independent entity created within and belonging to an account. On its own, an Agent configuration will remain unused unless it is assigned to a Skillset. Agents will be able to sign in to the following web console to affect their status:
https://xxxx.advancedservicesportal.com/agent
xxxx is the unique prefix given to your branded portal - your Service Provider will advise you of what your unique prefix is. You can also access the DCA Agent Console by selecting the [Agent Login] link on the main portal login page
Alternatively, or as a disaster recovery option, Agents can also sign into the DCA service via an IVR. See for more information. Each Agent will have a system generated ID and a user definable PIN number in order to sign in to the console. Each account has a Maximum Signed In Agent limit (as set by the parent account). Once the number of Agents signed in at any one time reaches the account limit, subsequent sign in attempts will receive an error message and Agents will not be permitted to sign in. Agents can be in a state of either: • Signed In • Signed Out Once Signed In, they can then be in a state of either: • Ready (i.e. can take calls) • Not Ready (i.e. not currently able to handle calls) Upon Signing In, the Agent status will default to Not Ready and calls will not be delivered to them. The significance of Signing In is to register the period of time over which the Agent is deemed to be available for work for reporting purposes. In order to start receiving calls, the Agent should change their status to Ready.
Closing the web console screen does not cause the Agent to become Signed Out - if not Signed Out correctly, the statistics for the Agents 'Sign In' period will be inaccurate.
A Skillset is in effect a hunt group which contains a number of Agents (rather than delivery numbers).
The Agents within the Skillset can be given a priority level to allow some Agents to be selected in advance of others. One Agent can exist in many Skillsets within the same account.
A Skillset's properties define how the calls will hunt.
A Skillset can be Open (accepting calls) or Closed (not accepting calls) regardless of the status of the Agents associated to it.
A DCA node can be used in to build a simple call flow or added to a more complex flow using other nodes.
In the node configuration, the Skillset to be routed to is defined along with the other call behaviours.