Configuring Routing
The procedures below describe how to manage workers and skill-based routing.
One of Voca's conversational interaction center capabilities is to route calls to workers, based on their availability and skill sets.
The Administrator can configure the skill-based routing logic based on the following flow:
Pre-requisites for using skill-based routing:
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Direct Routing SBC connected to Microsoft Teams tenant |
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Microsoft Teams user with phone system license |
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HTTPS connectivity (Port 8443) between the agent desktop client network to Voca |
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The organization Administrator (Microsoft 365) should grant tenant-wide Administrator consent to the agent application on behalf of the organization.
Use the following link to grant consent (replace {tenant_id} with the organization Azure Tenant ID): https://login.microsoftonline.com/{Tenant_ID}/adminconsent?client_id=77f087b6-9731-4bb7-a6fa-7d3d0bccd725&redirect_uri=https://voca-workerapp.audiocodes.io/ |