Creating DCA Services

The steps which need to be taken to create a DCA Service, if the feature is enabled on your account, are:

• Create Agent(s)

• Create Skillset(s)

• Add Agent(s) to SkillSet(s)

• Create a DCA Service

• Saving and Activating a Service with DCA

Creating Agents

For more information see Managing DCA Agents. Created in Agent Manager, an Agent is a resource on the platform that is associated with a telephone number. The Agent is given a name for ease of management and an e-mail and mobile number can be input as contact details (optional). Once an Agent is saved it is allocated a unique Agent ID. Using this and the PIN number specified, the Agent can then log into the DCA service via the Agent Console and set their call taking status.

Creating Skillsets

For more information see Managing DCA Skillsets. Created in SkillSet Manager, a Skillset is a logical hunt group containing Agents. Services can be directed towards Skillsets and calls will then hunt around the Skillset for a free Agent.

Add Agent(s) to SkillSet(s)

For more information see DCA SkillSet Agent Manager. The SkillSet Manager allows Agents already created on the platform to be added to a Skillset and allocated a priority level for receiving calls to that SkillSet.

Creating a DCA Service

For more information see DCA node. Enter Service Designer either via the Service Number you wish to update or by using the Service Manager button on the Numbering tab. Build your Service and add the DCA node(s) where you would like calls to hunt around a Skillset. Apply the Skillset created to the node. DCA nodes could be used as a standalone service or connected to other nodes such as Menu's or Time of Day.

Saving and Activating a Service with DCA

For more information see Managing Services and Managing Numbers. In Service Designer, you can;

1. Save the service created independently of a Service Number or;

2. Assign the plan to a particular Service Number at the same time as saving, by choosing 'save and assign to a Service Number' option and:

3. Check the 'Assign as the Active Service Plan' box to make the plan live against that Service Number

Completing steps b and c will result in the Service Number selected using the DCA node to hunt around the Skillset for available Agents at the chosen point in the call flow.