Instance management - V2
A Cloud Call Center instance is a call center snap-in that includes components required for a call center, such as agent management, skill group management, and flow management. A phone number can be attached to one flow, and a flow can be associated with multiple phone numbers. Agents and skill groups have a many-to-many relationship. This means that an agent can belong to multiple skill groups, and a skill group can contain multiple agents.
Create a call center
On the Cloud Call Center instances page, click Create. The following page appears:
2. Fill in the required basic information:
Name: Enter a custom name for the call center, such as "XXX Company Cloud Call Instance". Choose the name carefully. You cannot edit it after the instance is created.
Endpoint: Enter a custom endpoint. The prefix `https://ccc-v2.aliyun.com/workbench/` is fixed. You can customize the part that follows. For example, if you enter "test_callcenter_2", the direct access URL for the call center is `https://ccc-v2.aliyun.com/workbench/test_callcenter_2/agentdesk`. Choose the endpoint carefully. You cannot edit it after the instance is created.
Note: In the preceding example, "test_callcenter_2" becomes the instance ID for the Cloud Call Center V2.0 instance. The instance ID is the customizable part of the URL: `https://ccc-v2.aliyun.com/workbench/{your_ccc_v2.0_instance_id}/agentdesk`. This information is primarily for customers who need to perform development and integration. You can ignore this note if you do not plan to integrate the service.
Description: Enter a brief description for the call center instance. You can edit this later.
Phone Number: Purchase a voice number for the call center. For more information, see Request a number. You must have at least one active Cloud Call Center number to create an instance.
3. After you enter the information, click Confirm at the bottom of the page. Wait about 30 seconds and then refresh the page. The instance is created.
A successfully created instance is shown in the following figure:
After the instance is created, click the endpoint link in the instance list to open the call center console, as shown in the following figure.
The user who creates the instance is the default administrator of the call center. A default skill group and an Interactive Voice Response (IVR) flow are also created. The voice number that you selected is attached to the flow. You can now dial the call center number to receive inbound calls. After the agent workbench rings, you can answer the call. You can also make outbound calls.
Delete a call center instance
Go to the Cloud Call Center console. Find the call center instance and click Delete. A confirmation message appears. After you confirm, the call center instance is deleted.
Note: Deleting a call instance is a high-risk operation. Before you delete the instance, confirm that you have selected the correct one and fully understand the consequences.
Edit a call center instance
Go to the Cloud Call Center console. Find the call center instance and click Edit. The edit page appears, as shown in the following figure.
Call Center Phone: The phone number attached for inbound and outbound calls. You cannot edit this field here. To add or remove numbers, go to the Number Management page in the call center instance console. For more information, see Number management.
Name: The name of the Cloud Call Center instance. You cannot change this after the instance is created.
Endpoint: The endpoint of the Cloud Call Center instance. You cannot change this after the instance is created.
Description: A brief description of the instance. You can edit this.
Change the configuration of an instance
The primary purpose of the Upgrade/Downgrade feature is to activate the Smart Conversation Analysis service. Smart Conversation Analysis is a standalone product. After you activate Smart Conversation Analysis for your Cloud Call Center instance, all call recordings are automatically pushed to Smart Conversation Analysis for quality inspection. This helps your business standardize and improve service quality, monitor reputational threats, and optimize service policies.
You can activate Smart Conversation Analysis at any time after you create a Cloud Call Center instance. To do this, on the Cloud Call Center console, find the instance and click Upgrade/Downgrade in the Change Configuration column. Follow the instructions on the page that appears, as shown in the following figures: