{"id":72,"date":"2021-01-29T14:05:31","date_gmt":"2021-01-29T14:05:31","guid":{"rendered":"https:\/\/multisite.korebots.com\/SupportAssist\/?p=72"},"modified":"2021-01-29T14:05:31","modified_gmt":"2021-01-29T14:05:31","slug":"outgoing-setup","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/smartassist\/outgoing-setup\/","title":{"rendered":"Outgoing Setup"},"content":{"rendered":"

In SmartAssist, you can configure this setting to define where the user needs to be transferred to in case of voice or chat agent transfer. With the outgoing configuration, you can perform the following:<\/span><\/p>\n

    \n
  • Outgoing <\/span>Voice Agent Transfer<\/span><\/li>\n
  • Outgoing Chat Agent Transfer<\/span><\/li>\n<\/ul>\n<\/div><\/div>
    <\/div><\/div>

    <\/span>Outgoing<\/b> Voice Agent Transfer<\/b><\/span><\/h3>\n

    To configure outgoing voice agent transfer, follow the below steps:<\/span><\/p>\n

      \n
    1. On the left pane, click <\/span>Settings<\/b>.<\/span><\/li>\n
    2. On the Settings page, by default, the <\/span>Incoming Setup<\/b> tab is selected. Click <\/span>Outgoing Setup<\/b>.<\/span><\/li>\n
    3. Under the <\/span>Outgoing Voice Agent Transfer <\/b>section, you can select <\/span>Call Number<\/b> or <\/span>SIP Transfer<\/b>.<\/span>\n
        \n
      1. Click <\/span>Call Number<\/b>.<\/span>\n
          \n
        1. On the Call Number to Voice Agent window, enter the phone number in the <\/span>Transfer to Phone Number<\/b> field.<\/span><\/li>\n
        2. Click <\/span>Done<\/b>.<\/span><\/li>\n<\/ol>\n<\/li>\n
        3. Click <\/span>SIP Transfer<\/b>.<\/span>\n
            \n
          1. On the SIP Transfer Settings window, by default, the <\/span>Configuration <\/b>tab is selected. Enter the <\/span>SIP Transfer URI<\/b>.<\/span><\/li>\n
          2. Under the <\/span>SIP Header Settings<\/b> section, under <\/span>Additional Context<\/b>, you can select:<\/span>\n
              \n
            1. Intent<\/li>\n
            2. Chat URL<\/li>\n<\/ol>\n<\/li>\n
            3. Click<\/span> + Add Header<\/b> to add a header.<\/span><\/li>\n
            4. You can also enable the <\/span>User to User<\/b> Interface <\/b>option. By default, it is disabled.<\/span><\/li>\n
            5. Click the <\/span>Instructions <\/b>tab and follow the instructions.<\/span><\/li>\n
            6. Click <\/span>Done<\/b>.<\/span>\"\"<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<\/div><\/div>
              <\/div><\/div>

              <\/span>Outgoing<\/b> Chat Agent Transfer<\/b><\/span><\/h3>\n

              To configure outgoing chat agent transfer, follow the below steps:<\/span><\/p>\n

                \n
              1. On the left pane, click <\/span>Settings<\/b>.<\/span><\/li>\n
              2. On the Settings page, by default, the <\/span>Incoming Setup<\/b> tab is selected. Click <\/span>Outgoing Setup<\/b>.<\/span><\/li>\n
              3. Under the <\/span>Outgoing Chat Agent Transfer <\/b>section, you can find the below options:<\/span>\n
                  \n
                • ServiceNow<\/span><\/li>\n
                • Salesforce<\/li>\n
                • Unblu<\/span><\/li>\n
                • Liveperson<\/span><\/li>\n
                • Nice inContact<\/li>\n
                • Intercom<\/span><\/li>\n
                • HelpShift<\/li>\n
                • Genesys<\/li>\n
                • Drift<\/li>\n
                • Custom<\/li>\n<\/ul>\n<\/li>\n
                • Click any of the above options. For example, ServiceNow.<\/span><\/li>\n
                • On the ServiceNow window, the <\/span>Configuration <\/b>tab is selected by default.<\/span><\/li>\n
                • Enter the Host (URL), Username, Password, Queue ID, and Webhook URL in the respective fields.<\/span><\/li>\n
                • Click the <\/span>Instructions <\/b>tab and follow the instructions.<\/span><\/li>\n
                • Click <\/span>Done<\/b>.<\/span><\/li>\n
                • Perform the same for all the other options.<\/span>\"\"<\/li>\n<\/ol>\n<\/div><\/div>
                  <\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"In SmartAssist, you can configure this setting to define where the user needs to be transferred to in case of voice or chat agent transfer. With the outgoing configuration, you can perform the following: Outgoing Voice Agent Transfer Outgoing Chat Agent Transfer Outgoing Voice Agent Transfer To configure outgoing voice agent transfer, follow the below...","protected":false},"author":23,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[13],"tags":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/posts\/72"}],"collection":[{"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/comments?post=72"}],"version-history":[{"count":0,"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/posts\/72\/revisions"}],"wp:attachment":[{"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/media?parent=72"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/categories?post=72"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/multisite.korebots.com\/smartassist\/wp-json\/wp\/v2\/tags?post=72"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}