User Guide - Management Console - Functional Setup - Typical Configuration Sequence
Functional Setup
Typical Configuration Sequence
Every business will have its own needs and requirements depending on type of business, size and structure of business, types of activities, number of agent roles, etc. Some businesses will require more complex rules and configurations than others, but all can follow a tiered approach to defining them. With that in mind, we will first look into how to put together a basic configuration, then how to build from that base; that way we don’t get overwhelmed with complexity and can get started quickly. The ChaseData CCaaS system allows such a gradual buildup.
Do note that this approach does not prevent good advanced planning, which is highly recommended; it just provides a quick start with gradual buildup, which allows, among other things, verification of the mapping of business rules to system configuration, in stages.
Basic Configuration
There are many things that could be configured, but the first things we need to do is determine what we want to accomplish, at least for the initial get-up-to-speed phase. Following are some of the things that we need to take into consideration for basic system operation.
- Must have an Administrator account to get started; this is always performed by ChaseData as part of the new system setup
- Additional initial accounts; should set up at least one Agent account with an associated Skill so any service (e.g. outbound calling) that is configured can be associated and actually be put to use (and tested)
- A Campaign, which defines actual service
- A set of leads/contacts
- Data fields specific to the business (in addition to the system-default Contact Info fields) that are expected to be part of a lead/contact record (Additional Contact Info)
- Wrap-up codes (beyond system dispositions)
- A phone number (DID) to make and/or receive calls; this is provided and configured by ChaseData.
As we can see from the diagram above, there are some dependencies that should be addressed in a sensible order. To be exact, some items are not strictly required, like Custom Fields, Skill, and Wrap-up Codes, but a practical scenario seldom makes sense without them; similarly, the ChaseData CCaaS system provides a default Script Page, but it will just display the default contact fields (as well as custom fields), while most practical situations go beyond that.
You want to determine what an Agent will be capable/allowed to do before creating the Agent account; therefore, you should create a corresponding Skill first.
Refer to Setup Flow for more details.
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