Quickly create a Cloud Contact Center - Voice service

Prerequisites

Before creating a voice service, complete the following:

1. Activate Cloud Contact Center

2. Request a phone number

Procedure

Create and access an instance

1. Log on to the Cloud Contact Center console. In the navigation pane on the left, select Instance Management - V2 to go to the instance management page.

2. Click Create, fill in the form, and then click OK to create the instance.

   • Name: Enter a custom name. Instance names must be unique within the same Alibaba Cloud account.

   • Endpoint: Enter a unique domain name. This cannot be changed after creation. Use a memorable company name in English.

   • Description: Enter a brief description of your Cloud Contact Center service.

   • Agent type: Choose between human agents and digital employees based on your business scenario.

   • Contact center phone number: Select a Cloud Contact Center number. If you choose a 400 number, outbound calls are not supported.

   • Administrator: By default, the user who creates the instance is the administrator. You can add more administrators by importing existing RAM users or creating new administrator accounts. Administrators can manage instance configuration settings.

3. Click the endpoint of your instance to access it.

   

Create agents

There are two ways to create agents: use Method 1 if you do not have RAM users, or Method 2 if you already have RAM users.

Method 1 (no RAM users)

1. Click Voice Service. In the navigation pane on the left, select Agents to go to the agent management page.

   

2. Click Add to create an agent. Fill in the form. The email address receives the RAM user credentials. Set the agent work mode to internal schema.

   

   

Method 2 (existing RAM users)

1. Click Batch Management, then select Import from RAM.

   

2. Enter the required information and click Sync RAM Users. After the sync completes, return to the RAM user import page, select the RAM users to import, and click OK to finish.

   

Create a skill group

1. In the navigation pane on the left, select Skill Groups to go to the skill group management page.

   

2. Click Add. Enter a custom Skill Group ID and Name, then click OK to create the skill group.

   

Assign agents to a skill group

1. On the skill group details page, under the agent count column, click Details, then click Add Agent.

   

2. Select the agents to assign and click OK.

   

Configure IVR flow

IVR applies only to inbound calls. Skip this step if you only make outbound calls. For detailed instructions, see IVR configuration for common scenarios.

Add a phone number

Associate a phone number with your instance.

1. In the navigation pane on the left, select Number Management to go to the number management page.

2. Click Add. On the Add Number page, complete the configuration and click OK to bind the number.

Associate a number with a skill group or IVR flow

Choose the appropriate option based on your business needs.

• Associate the number with a skill group. All agents in that group can use the number to make calls.

• Associate the number with an IVR flow. When customers call this number, they enter the IVR navigation flow.

• Assign the number to a specific agent. Only that agent can use the number for outbound calls. Other agents and skill groups cannot use it.

Associate a number with a skill group

1. On the Number Management page, in the Skill Group column for your target number, click Details.

   

2. Click Add Skill Group, select the skill groups to add, and click OK to complete the binding.

   

Associate a number with IVR

1. On the Number Management page, in the Actions column for your target number, click Edit.

   

2. Select an existing IVR flow.

   

Dedicated number management agent

1. On the Agent Management page, in the Dedicated Outbound Number column, click Details, then click Add Number.

   

   

2. Select a number and click OK to assign the dedicated outbound number to the agent.

   

Agent workspace

1. After logging in with their own account, agents land on the My Workspace page. Once online, agents can answer or place calls, transfer calls, send satisfaction surveys, and use real-time text features—all from this workspace.

2. Click the hotline button to open the hotline workspace.

Glossary

• Agent: A customer service representative’s account. Each account represents one agent. Agents log on with their own accounts to provide service.

• Skill group: A collection of agents handling the same type of business, such as pre-sales or post-sales. An agent can belong to multiple skill groups to handle different tasks.

• IVR: Interactive Voice Response. It controls inbound call flows, including welcome messages, agent routing policies, and time-based logic.