Oncall Assistant

Read this if you have Smart Apps in use that have been ordered before 21 october 2024. New Smart Apps documentation can be found within the Marketplace.

For companies that offer on call services to their customers it is quite a hassle to configure an on call schedule in their PBX. A bot with the Oncall Assistant template installed solves this issue quite easily.

After installing the skill you can simple add the node "Dial: On Call" to your flow and configure your agents and planning in the Content section of the platform. Using this approach even users without the right to edit your flows can change the On call schedule of your agents.

Add Dial: On Call to your Flows

There will be a new flow node introduced to your bot called "Dial: on call". This node needs to be added to your flow in order to enable it.

1. Go to the Flows section of the platform

2. Find the place in your flow where you want to have the bot to dial the on call agent.

3. Click right mouse button, click on Dial and then on On call.

4. Now make sure your flow routes a link (Arrow) to your new Dial: on call node. In case this is the only node in your Flow, you need to connect it to the Entry trigger.

5. Open the side panel of the node by clicking on the title bar of the Dial: On call node.

1. Now fill in the text and the fallback number.

2. Now go to the Content section and add your agents to the On-call Phonebook.

3. Then configure who is available for on call services from when in the On-call Schedule page in the Content section.

Property	Description	Explanation
SIP	The SIP method to use for dialing	Choose Refer
Text	The text the bot should say just before dialing	By embedding #{oncall_name} the name of the agent can be used in the text
Fallback	What number to dial when no schedule is found in the Content section

Oncall Assistant Template

Oncall Assistant Phonebook

In order for the On call function to work the system must know which agents there are to route the call to. The on call agents can be configured in the Content section.

1. Click on Content

2. Click on On-call Phonebook

3. Click Add

Property	Description	Explanation
Name	Name of the agent
Number	Number of the agent	Make sure to enable or disable the extension option depending on the number you need
Extension	Uncheck for public numbers	To make sure the number is validated on correctness

Oncall Assistant Schedule

When the agents are configured we can configure the schedule. This will help the system to know when to route the call to which agent.

1. Click on Content

2. Click on On-call Schedule

3. Click Add

Property	Description
From	The date and time at which this schedule becomes active
Route to	The agent to route the call to

The system always searches for the schedule that is closest to the current date time.