Nailed Up PSTN Connection Happy Flow
Updated
In simple terms, a nailed-up connection refers to using a landline or mobile phone as a tool for agents to receive telemarketing calls.
Currently, when a user logs in, the WebRTC gets connected and the Sprinklr home page opens up.
To establish a connection with the agent's phone, we immediately dial their number.
If the agent answers the call, the WebRTC connection is established. The agent can then switch to the "Ready" status and start taking customer calls whenever they are connected.
However, if the agent doesn't answer the call or the connection cannot be established, the WebRTC connection is disconnected, and the agent's status is changed to "connection issues."
In the case of a failed connection, we will retry establishing the connection through a job or based on the outcome of the last call attempt.
Additionally, a manual trigger on the agent's home page to attempt the connection can be provided.
The ability to edit the status and usability at the agent level (whether a nailed-up connection or working from the office) is only granted to admin users or campaign managers.
If the agent logs out, the nailed-up connection is dropped.
Nuances
Nuance | Expected Behavior |
1. The agent's phone may not connect due to various reasons, such as it being busy, out of network coverage, switched off, or the agent not answering. | Retry establishing the connection through a job or based on the outcome of the previous telephony attempt on the agent's end. |
2. The agent manually disconnects the call from their device. | Retry establishing the connection through a job or based on the outcome of the previous telephony attempt on the agent's end. |
3. The agent attempts using device controls for actions such as hold, mute, conference, or transfer during customer calls. | Agents should be trained to use only the Sprinklr platform for these actions and avoid using controls on their telephone devices. |
4. Recording of customer calls should not be permitted on the agent's device. | Explore the possibility of restricting recording during such actions from the Sprinklr platform. |
5. The call between the customer and agent may be accidentally or unintentionally disconnected due to technical issues or errors. | Either initiate another attempt to establish a connection with the agent or update the status to indicate a connection issue. |
6. A reporting dashboard to track the number of times and the specific times when the agent's phone calls were disconnected on any given day. | Retry establishing the connection through a job or based on the outcome of the previous telephony attempt on the agent's end. |
7. Telco regulations require calls to be automatically disconnected after specific 60/120 minutes. | Retry establishing the connection through a job or based on the outcome of the previous telephony attempt on the agent's end. |
8. Nailed up agent attempts to transfer a customer call to another agent.
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9. The agent attempts to include an additional person or expert in a customer call. | Enable the connection between the agent and the expert, and facilitate a conference with the customer. |
10. The agent logs in and sets their status to 'Available.' | The nailed-up WebRTC connection will initiate and the option to select the status will be deactivated for a couple of seconds, accompanied by a message indicating 'Nailed Up connection setup is in progress. In the event of an unsuccessful initial connection setup attempt, Sprinklr will make up to three retry attempts for the connection setup. |