DCA

This node provides functionality for Dynamic Call Agent (DCA)

Branch Name	Mandatory	Description
Call Waiting Time Out	No	Taken when a caller has been waiting to be connected to an Agent longer than the configures Call Waiting Timeout value
No Agents	No	Taken when there are no Agents Signed In or all Agents are Forced Not Ready
Max Callers Reached	No	Taken when the number of callers has exceeded the Max Caller setting on the DCA node
Call Waiting Dropout	No	Taken when the number of callers has exceeded the Max Caller setting on the DCA node
Skillset Closed	No	Taken when the Skillset is closed
No Agents Ready	No	Taken ONLY if configured and when there are agents signed in but none are in the "Ready" status.

Node Properties

Menu Item	Option	Description
Settings	Skillset	Enable or Disable
	Max Callers	Maximum number of callers (between 1 and 500) waiting to be connected to an Agent before the ‘Max Callers Reached’ branch is taken
	Call Waiting Timeout	Numbers of seconds (between 1 and 10800) a caller can wait to be connected to an Agent before the Call Waiting Timeout branch is taken. When the Call Waiting Timeout branch is not configured the caller will hear the “Sorry there is no reply” message and will be disconnected
	Agent RNR Timeout	Number of seconds (between 1 and 300) a destination number will ring before the outdial is cancelled and the next available agent is selected
	Call Waiting Behaviour	Determines the caller experience whilst waiting to be connected to an Agent. Ringing means the caller will hear ring tone when the call is attempting to connect, Audio means they will hear the selected queue audio
	Call Waiting Dropout	The caller can press # whilst waiting to be connected to an Agent, to take the Call Waiting Dropout branch instead. Note: the caller will only be presented with this option if Call Waiting is enabled and you have made it clear in the apology audio (in the Call Waiting settings) that this option is available to them
	Music on Hold	Determines the music on hold genre the caller will hear whilst waiting to be connected to an Agent
	Agent Transfer	This option allows the Agent to transfer a call to another Agent. The Agent can dial "428" at any point during a conversation, and this will cause the system to prompt the Agent for another Agent's ID. At the same time, the caller is put on hold and will hear ringing. If the second Agent is unavailable (Signed Out/Not Ready, on another call, or engaged), then the Agent and the caller will be reconnected. Calls transferred in this way will be reflected on the relevant dashboards and reports. No other calls will be presented to an Agent dealing with a DCA-transferred call until the call ends and the wrap-up time has expired. If the B-party hangs up after a successful agent transfer without pressing the # key first, the transfer may be delayed by up to 2 minutes due to active network timers. Unless the B-party is satisfied the network timer will not affect the transfer, they MUST always press the # key to connect the A-party and C-party together before they hang up. See also Mid Call Transfer
Call Waiting	Enable	Sets the experience callers will have whilst waiting for an Agent
	Apology Interval	Configures the number of seconds (between 10 and 300) between each apology message
	Apology Mode	Configures the way the apology audio will play to the caller. (Cycle, Repeat, Position, Cycle and Position, Repeat and Position)
	Initial apology Audio	Configures the initial apology audio
	Apology Audio 1	Configures the apology audio 1
	Apology Audio 2	Configures the apology audio 2
	Apology Audio 3	Configures the apology audio 3
	Apology Audio 4	Configures the apology audio 4
	Apology Audio 5	Configures the apology audio 5
	Apology Audio 6	Configures the apology audio 6
	Apology Audio 7	Configures the apology audio 7
	Apology Audio 8	Configures the apology audio 8
	Next To Connect Audio	Configures the next to connect audio
Override CLI	Enable	Replaces the presentation CLI with the inbound service number
	PresentationCLI	Optionally configure a custom presentation CLI. Only available if your account has been granted permission to use this option.
Restrict CLI	Enable	Hide the presentation CLI
Mid Call Divert	Enable	Allows a called party (B-Party) to invoke an outdial to a 3rd party (see Mid Call Divert)
	Permitted Destinations	A list of possible permitted destinations to choose from
Record Call	Record	Record full duplex the connected call
	Enable Mute	Enable or disable the muting of recording. Key 0 + 0 to mute recording. Any key to un-mute
	Capacity Override	Enable or disable the call to connect if the platform could not record the call
	Audio File Format	Configures the audio format for the call recording. (MP3, WAV, WMA)
	Delivery Method	Configures the way the call recording files are delivered. Contact your service provider if FTP is required.
	Email Address	Configures a list of up to 10 email addresses to deliver the call recordings
Call Whisper	Network call whisper	see Call Whisper)
Email Settings	Enable	Override default email system settings Enables or disables the custom email settings
	From Email Address	Sender email address
	From Name	The name of the sender
	Reply To Address	The reply email address
	Subject	The email subject
	Body	The email body
	Include Calling Number	Includes the caller's CLI within the email body
	Include Called Number	Includes the inbound service number within the email body
	Include Call Time	Includes the call start time within the email body
	Content Type	Allows you to choose whether to send the email as Plain Text or HTML - if HTML you can view your HTML as a web page by clicking on the 'View' button. If you choose HTML then the 'Include' options above are ignored.
Transmit DTMF	Enabled	Allows a DTMF sequence to be transmitted to the B-party when an answer signal has been received.
	DTMF Sequence To Transmit	The DTMF sequence digits that are transmitted to the B-Party.
	Sequence Terminator	The DTMF key to be added to the end of the transmitted DTMF sequence.
	Pre Sequence Transmit Delay	The delay in seconds after the answer signal has been received before the DTMF is transmitted.
	Post Sequence Connection Delay	The delay in seconds before the platform joins the A & B parties after the DTMF sequence has been transmitted.
Mid Call Breakout	Enabled	Allows the DTMF controlling to enter key sequence 23 if enabled and then to break out and navigate through the Mid Call node sequence whilst the other party is on hold listening to audio, they are reconnected after the node sequence completes. Or to key sequence 24 to send the other party through that sequence.
	Caller On Hold Experience	The type of on hold audio that is played to the party who is on hold.
Parties On Hold	Enabled	Allows the DTMF Controlling party to enter key sequence 29 if enabled and then it breaks the audio path and plays whatever have been defined in the on hold experience until the # key is pressed and then they are re-joined.
	Caller On Hold Experience	The type of on hold audio that is played to both parties whilst on hold.
Private SIP Trunk	Enabled Private SIP	Allows the configuration of a SIP Trunk to use for the outbound call
	SIP Trunk Name	Allows you to select from the available SIP Trunks that have been allocated to your account by a parent account.