This document provides important information for new customers and describes key considerations before activating Cloud Contact Center. We recommend reading this document carefully before you activate the product.
Customer FAQ
Q: How is Cloud Contact Center billed?
A: For information about Cloud Contact Center billing, see Product Billing.
Q: What do I need to use Cloud Contact Center?
A: Cloud Contact Center is a web-based application. To use it, you need a computer, a headset, and an internet connection.
Q: Does Cloud Contact Center support CRM system integration?
A: Yes, you can. You can integrate your own Customer Relationship Management (CRM) system if it is a web-based application. For specific integration steps, see Integrate the agent workbench.
Q: Does Cloud Contact Center offer a trial?
A: Cloud Contact Center does not offer a trial. Instead, the service runs directly in a production environment and is billed on a monthly, per-agent basis.
Q: How can I make calls from a miniapp or an app using Cloud Contact Center?
A: You can make calls only using the StartBack2BackCall API operation.
Q: Does Cloud Contact Center support answering calls on a mobile phone?
A: Yes, it does. Cloud Contact Center supports forwarding calls to an agent's mobile phone. However, you must have an outbound number, such as a landline or mobile number, attached to your Cloud Contact Center instance. This feature is not supported if you only have a 400 number attached, because 400 numbers are prohibited from making outbound calls.
Normal steps: A customer calls in and an agent answers on the workbench.
Mobile phone steps: A customer calls in, and Cloud Contact Center forwards the call to the agent's attached mobile number. This action is processed as an outbound call from an available number.
Forwarding a call to a mobile phone adds an extra step: an outbound call is made from an attached number in Cloud Contact Center to the agent's mobile number. Therefore, the duration of this call is billed as outbound minutes.
Q: How should I name the Cloud Contact Center instance and its access address?
A: You can choose the instance name and access address, provided they follow the naming rules. The instance name can contain letters, numbers, and Chinese characters, and must be unique within your Alibaba Cloud account. The access address can contain uppercase and lowercase letters, numbers, underscores (_), and hyphens (-). If you enter an access address that is already in use, a message indicates that the domain name already exists. We recommend using your company or project name for easy identification.
Q: Does Cloud Contact Center have an app or a miniapp?
A: No, it does not. Cloud Contact Center is a public cloud product and does not have a dedicated app or miniapp. You can access it through a URL in a web browser. We strongly recommend using Google Chrome.
Q: What if I want to use my own landline number with Cloud Contact Center?
A: You can connect your landline number by setting up a Session Initiation Protocol (SIP) trunk. For more information, see the SIP trunking section below.
Q: What if I want to use my own 400 number with Cloud Contact Center?
A: For 400 numbers, you can choose one of the following two methods:
Set up a SIP trunk. For more information, see the SIP trunking section below.
Request a landline number from Alibaba Cloud to use as the destination number for your 400 number. You must ask your 400 number carrier about the documents required to bind a destination number. Because we may not be able to provide all the required documents, we recommend that you inquire with your carrier in advance.
Q: SIP trunking information
Fee | CNY 30,000 per line (one-time fee) | |
Description | If you want to import your own numbers for use in Cloud Contact Center, you must set up SIP trunking. A single SIP trunk can support an unlimited number of phone numbers. If you need this feature, contact Cloud Contact Center service support (DingTalk ID: cccsupport2) or your account manager to apply. A fee is charged for setup and maintenance, so apply as needed. | |
Requirements | ||
Order | ||
Line explanation | A line refers to a voice gateway. One voice gateway can support an unlimited number of phone numbers from a single carrier: China Mobile, China Unicom, or China Telecom. | |
Q: How do I know if my computer configuration can support Cloud Contact Center?
A: Cloud Contact Center has low hardware requirements and can run on most modern PCs. However, to ensure stable operation, your system must meet specific hardware and network requirements. For more information, see Check your network and hardware before using Cloud Contact Center.
Q: How do I activate Cloud Contact Center?
A: For instructions on how to activate Cloud Contact Center, see Activate Cloud Contact Center.
Q: What is the logon address for Cloud Contact Center?
A: To log on, go to the Cloud Contact Center console logon address.
Q: I accidentally deleted the demo instance. Can it be recovered?
A: No, it cannot. Each Alibaba Cloud account can create the demo instance only once. After the demo instance is deleted, it cannot be recovered or created again.