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Configuration
To use this feature, you need to configure the following options:
Panel Name: This is a unique identifier for the panel. Once chosen, it is recommended that the panel name is not altered.
To Number: This is the phone number where the agent response will be delivered.
To Name: This is the full name of the SMS recipient.
Queue ID: This is the queue ID in which to create the SMS interaction.
InteractionID Variable: This is the name of the interaction variable used to store the value of the created interaction's InteractionID. You can pull the associated Queue Call Manager ID from this new interaction.
Exit Paths
When using the "Add SMS to Queue Panel" feature, there are two possible exit paths:
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Default: This exit path is triggered when the new interaction is successfully added to the queue.
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Transfer To External" panel is a feature designed to seamlessly transfer callers to an external number based on their selections within the IVR flow.
Using this panel
Any customer contacts that exist outside your company can have interactions routed to them using this panel. For example, if your company has multiple sites with different purposes, you may want to include this panel in your Logic flow for scenarios where a customer needs to be redirected to the correct site.
Configuration
Set as Flow Initiator: Selecting "Set as Flow Initiator" designates this panel as the starting point of the IVR flow, initiating the sequence before progressing to subsequent panels within the Logic+ flow.
Panel Name: Choose a consistent name for the panel, and specify the variable to update. If the variable does not already exist, it will be created.
Panel Description: Provide a clear description detailing the panel's purpose and functionality. This acts as documentation, facilitating better understanding and identification of the panel's intended use by others.
Transfer Number: The designated ten-digit number to which a caller is directed.
Exit Paths: This path is taken if there was an error.
