Step-by-step instructions for creating a voice program in CX Route*
The complete end to end process is made up of the following steps:
- Create the Program
- Configure the Campaign
- Number Management
- Configure the IVR
- Add the Script Wrapper(s)
- Assign Attributes and Agents
*This article assumes that the Script and CommFlow have already been created.
The following article covers-
Create the Program
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Configuring the SingleComm Omnichannel Messaging Client is simple. This article will outline Step 1: Creating a Program.
1. What is a Program?
- A container for campaigns
- In the same way CX Route has call programs, these are separate programs housed within Omnichannel's Campaign Creator
2. Creating the Program
- Click Omnichannel Setup in the left-hand navigation bar
Click Program Manager
Click - It will default to the Programs tab
- Click +New Program
- Type in a Program Name
- Click the text field below it
- The Program Prefix and Program Slug will be auto-generated
- The Program Prefix is used for creating table names. In this example: SampleProgram1Calltem or SampleProgram1Order
- The Program Slug is used for creating files. In this example: sampleprogram1queue.php or sampleprogram1order.php
The above fields are needed for reporting and should not be edited.
- Click Continue
- The Program Prefix and Program Slug will be auto-generated
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- On the Create a new Omnichannel program pop-up
- Program Name: the label for your messaging program [required]
- Click Create Program
*The most recently created program will appear at the top of the Programs list.
From the Programs list page:
- Suspend/Activate the Program
- Edit Name