Overview

The CommBox Voice channel provides a direct and flexible system for receiving regular phone calls that work with your IVR settings on AWS.

This guide provides general information about the Voice module, how to set up a new channel within CommBox, and details about the Channel settings.

For the AWS Connect integration guide, click here.

Key Considerations

A. Phone calls receive the highest priority compared to other communication channels and can be integrated with some CRMs.

B. Clients can integrate their own AWS Connect with CommBox.

C. When a customer calls, the accept / decline buttons appear in the conversation listings.

D. Icons that appear at the agent's dashboard:

E. To receive and make calls, the following must be set:
a) The agent must be “active”.
b) The microphone must be enabled.

F. Outgoing calls are performed at the Compose section.

Navigate to the Compose section, select the Voice tab, select the desired channel, and enter the phone number with the country code. Click Call.

G. Once the call ends, the system’s remarks include the recording link, and the agents can add their comments at the Remarks tab.

Creating a New Channel

To create a new voice channel in CommBox, you must provide the voice provider ID from either AWS Connect or Twilio.
If you haven't completed the integration, please refer to the AWS Connect Setup guide.

1. Navigate to Settings, select the Voice module, and click the + Voice Channel button at the top.
   

2. Enter a unique name for the channel and a valid AWS or Twilio phone number.
   

3. Select an ownership team (optional)

4. Enter the Provider Token.

5. Click Create Channel.

Channel Settings

Amazon Connect Settings

Call Recording – Automatically records the conversations. Please check local regulations before enabling this feature.

Percentage of recorded calls – Enter the percentage number (without the % symbol). Recording will be done randomly when the number is less than 100% (all conversations).

Maximum queue size – Select the maximum number of calls waiting for an available agent before being forwarded to voicemail.

Maximum queue wait time (seconds) – Callers who wait longer than the specified time limit will be forwarded to voicemail.

Call offering time limit (seconds) – This limits the time the agent has to answer the call before it is routed to the next agent. This capability is only applicable when the auto-assign is activated.
In the example above, the call moves from agent to agent in the auto-assign mechanism (20 sec per agent) for a total of 5 min (300 sec). If no agent answers, the call goes to voicemail and disconnects.

Maintenance

Number of days without activity to change In Process status conversation to Archive status - The number of days a conversation remains inactive in the 'In Process' status before it is automatically moved to the 'Archived' status.
Note: The deletion of conversations in the 'Archived' status is configured in the Maintenance module.

Number of days without activity to change a Resolved status conversation to Delete status - The number of days a conversation remains inactive in the 'Resolved' status before it is automatically moved to the 'Delete' status.
Note: Leaving this value empty means conversations will remain in 'Resolved' status and will not get deleted.

Number of days without activity to change an Irrelevant status conversation to Delete status - The number of days a conversation remains inactive in the 'Irrelevant' status before it is automatically moved to the 'Delete' status.
Note: Leaving this value empty means conversations will remain in 'Irrelevant' status and will not get deleted.

CRM Integrations

See information in the relevant guides.