Implementing Omni

Understanding Omni

• Understanding sessions and preferred agent status
• Understanding Omni - Elements of an Omni environment
• Understanding Omni - Planning your requirements
• Activating Omni

Components of a project

• Contact lists in Omni
• Creating a sponsor for Omni
• Creating an Office for Omni
• Creating contact lists for Omni
• Creating Projects for Omni
• Creating call ending reasons

Agents and agent skills

• Creating or updating agents for Omni
• Defining agent skills for Omni

Inbound email

• Understanding Omni - Internal and external email addresses
• Creating a message queue
• Creating inbound routes for email
• Testing email
• Setting up email forwarding
• Specifying the sender address

See all 7 articles

Inbound SMS

• Setting up inbound SMS projects and queues
• Ordering an SMS number
• Setting SMS sender details

Inbound calls

• Setting up inbound calls
• Creating an inbound call queue
• Creating a simple flow
• Setting up an inbound route for calls

Webchat

• Webchat widget - Clearing conversation data
• Top 5 customisation options for the webchat widget
• Setting up webchat
• Installing the webchat widget
• Webchat Widget - Minimal version
• Webchat widget - Complete version

Chatbot

• Setting up Out-of-hours Chatbot

Getting more from flows

• About Flows: Basic and Advanced
• About Flows: Descriptions of applets
• Planning a flow
• Creating flows

Working with message templates

• Message templates for Omni
• Canned messages and webchat
• Creating email templates
• Creating SMS templates
• Using canned messages