Onboarding Voca CIC Service

This procedure describes how to onboard a new Voca CIC service.

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To onboard a Voca CIC service:

1.

Do one of the following:

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In the Customers page, from the Add Service drop-down, choose Voca CIC.

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In the Services page, choose Voca CIC.

2.

Configure parameters according to the table below.

Parameter	Description
Tenant Name	The name of the tenant service.
Settings
Tenant Domain Name	The name of the Microsoft domain of the customer tenant.
Tenant Administrator Email	The Email of the domain administrator of the customer tenant.
Country	Country area dialing code
Time Zone	Country time zone
Data Retention Duration	The time in days to store data in the database before its purged.
Add User	The user of the M365 tenant. Configure the following parameters: ■ Email of the user ■ M365 Active Directory Contact Name ■ M365 Active Directory Contact Phone used for incoming SIP connection between Live Platform and Voca. Once the service is onboarded, you can view this number in the Configuration details. ■ Country ■ Company Name ■ Generate SSO password for connecting the user to Live Platform
Languages for Conversational AI
Primary Auto Attendant Language	The Primary language of the Auto Attendant language.
Secondary Auto Attendant Language	The Secondary language of the Auto Attendant language.
Flow Designer Supported Languages	Languages supported by the Flow Designer module.
Conversational Auto Attendant Settings
Max Auto Attendant Entities	The maximum number of Auto Attendant entities that are supported.
Auto Attendant Contact Name Recognition Format	Format of the Contact Name of the Auto-attendant.
SMS Configuration
SMS Messages	Lets you enable or disable support for SMS text messages.
Tenant Details
Tenant Details	■ Voice ■ Hide CLI (GDPR Compliance) ■ Enable Data Export
IVR Leading Number	The IVR (Interactive Voice Response) leading number used for automated voice technology to interact with callers before connecting them to the appropriate department or agent.
Tiers
Tiers	Displays the number of defined tiers and lets you configure Floating Groups. For example, Virtual Agent, CIC1 and CIC2
Add-ons
Add-on modules	Add-on modules, for example, CIC Sessions and IVA Services.

When you have configured the details for the new tenant, the following confirmation is displayed and the Tenant list is displayed showing the new entry:

The following message is displayed confirming that the new tenant has been created.

The Tenants List is displayed with the new service.

3.

Open the Management portal (see Day Two Management using Management Portal (Tenant Mode) to view the DNIS Number that you configured in the Onboarding form. You can upload this number to Live Platform when configuring SIP connections (see Establishing SIP Connections between Voca CIC and other Calling services).