Step-by-step guide
- Go to Linkscope Web application and if you're not already signed in, select Sign in.
From the Linkscope Web application, you click to Configuration → General → Device Type at the menu.
ADD NEW A DEVICE TYPE
- Click button, the Add popup is displayed.
- At the Add popup, select Device Type Group and modify your Device Type Code, Device Type Name, set Default (T/F) into the textbox. Then click the Update button.
DEICE
If the system shows this message, you created successfully a device type.
EDIT A DEVICE TYPE
- When you add new a device type and select Default is True and you can't edit that.
- So this edit is for just use any device type default is False.
- While you select default is False on Device Type List. Then select any row you want to edit the Device Type.
- Click
button on that row. The Edit popup is displayed. - On Edit popup, you select new Device Type Group and enter your Device Type Code, Device Type Name, set Default (T/F) into the textbox. Then click the Update button.
If the system shows this message, you edited successfully a device type.
DELETE A DEVICE TYPE
- When you add new a device type and select Default is True and you can't delete that.
- So this delete is for just use any device type default is False.
- While you select default is False on Device Type List. Then select any row you want to delete the Device Type.
- Click button on that row.
- There're alert displays after you click to this button. Select OK.
If the system shows this message, you delete successfully a dept.
SEARCH A DEVICE TYPE
On the Device Type List table. You can search for a Device Type by searching the Device Type Group, Device Type Code, Device Type Name field, and Default (T/F) field.
- Search by the Device Type Group field:
- Search by the DDevice Type Code field:
- Search by the Device Type Name field:
Search by the Default (T/F) field:
Note:
For better searching, you can fill all given field: the Device Type Group, Device Type Code, Device Type Name field, and Default (T/F) field
APPENDIX
Device Type Description
Device type | Category code | Device code | Description | Usage | ScrenPop | FreedomQ | PCS |
---|---|---|---|---|---|---|---|
DNIS VDN | VDN | VDN.DNIS | The VDN associated with a public phone number number such as Tollfree or DID. | Helps to record inbound traffic. | Optional for report | Optional for Dashboard | Optional for report |
IVR VDN | VDN | HUNT.IVR | The VDN routes a call to IVR. | Helps to identify how long customer interacts with IVR for reporting. | Optional for report | ||
Agent VDN | VDN | VDN.AGENT | The VDN routes a call to agent skill. It is also called IVR Exit Point. | Helps to recognize whether IVR routed call to a VDN and the time that customer wait in queue. | Required | Required | Optional for report |
Priority VDN | VDN | VDN.PRI_FQ | The VDN with higher priority than Agent VDN | Helps to implement callback features. When system callback customer, it will transfer customer to the priority queue. | Required | ||
Voluntary VDN | VDN | VDN.VOL | The VDN with higher priority than Agent VDN | When customer callback earlier than the callback schedule or after they missed a callback from our system, transfer customer to this VDN to get higher priority to talk to an agent. It is the same as priority VDN, so it is only required if we need special logics for these cases. | Optional for special cases | ||
After hours VDN | VDN | VDN.AH | The call will route to this VDN at after-hours | Helps to report after-hours calls. | Optional for report | ||
Survey VDN | VDN | VDN.SURVEY | The call will be routed the this VDN for requesting a survey when agent hung up | Helps to recognize whether customer has been offered for a survey. | Required | ||
Auto-answer VDN | VDN | VDN.AUTO | The VDN answer the call automatically | This is the same as announcement device but we will classify the call as answer call even though there is no real agent answer this call. This normally use for the report | Optional for report | ||
Other VDN | VDN | VDN.OTHER | Other VDN | If we need to monitor call events routed to a VDN for some reasons but we don't actually have any logic to that VDN, we classify it as "Other VDN" | |||
Agent Hunt Group | HUNT | HUNT.SK | Agent Hunt group extension or skill extension. | Helps to monitor agent login/ logout for the agent report. | Required | Required | Required |
Agent Login ID | AGENT | AGENT | Agent Login ID | Helps to identify which agent login on which extension for the agent report. | Required | Required | Required |
Agent Extension | EXT | EXT.AGENT | Agent Extension | Helps to recognize whether a call has been answered by an agent. | Required | Required | Required |
Recording device | REC | REC | Recording device ID | Helps to recognize whether the call has been recorded for audio. | Optional for report | ||
Announcement device | ANN | ANN | Announcement device ID | Helps to recognize that device answered the call automatically, not an agent answered the call. | Optional for report |
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