Manage entry points

Note CCaaS UI was previously called TouchPoint.

View the Entry Points list

Add an entry point

Edit an entry point

Delete an entry point

Caution You must also create the script entry point in your scripts. Assign it the same name you assign in CCaaS Admin.

View the Entry Points list

1. On the navigation pane, click Routing.
2. Click the Entry Points tab. The Entry Points list appears. For navigation information, see List view and How to search. For column descriptions, see Add an entry point.

Add an entry point

1. On the Entry Points page, click Add. The New Entry Point dialog appears.
2. Enter the following information:

• Name (required) — the entry point name. This name appears in the user's System tab.
• Description — a description of the entry point. This text appears as a tool tip in CCaaS UI.
• Queue — to direct a call to a particular queue, select the queue. Only one queue can be assigned.
• Folder — to place an email call in a particular folder, select the folder. Only one folder can be assigned.
• Application — to assign the application to which the script in this entry point belongs, select the application. Only one application can be assigned.
• Script name — the name of the script inside the application to execute when the agent selects this entry point. For example, to transfer to a point in the IVR script, type IVR.xml
• Block name — the name of the block inside the script where execution begins (optional). If omitted, execution starts from the Start block of the script.
• Attendable — whether you want the agent to choose whether to transfer or conference the call. If you want the agent only to transfer the caller to the entry point, clear the check box.

Note Attendable entry points are not visible for email or chat calls.

• Parameter accepted — whether you want the parameter string of the Entry Point block to be passed to the script. Only one string can be passed.

Note If Parameter accepted is selected, the agent can type a value in the Parameter field of the CCaaS UI System tab. To pass multiple parameters through the single string parameter, you can write a routine that passes the string in the script.

• Remove skills (voice only) — whether you want to remove skills from the original call when transferring to TTS.

Note If the registry RetainSkillsForTtsCall exists on the relevant VCS, this setting is ignored unless the registry value is -1.

• Groups — if you want to limit the availability of the entry point to particular groups, select one or more groups. If no groups are selected, all agents can select this entry point.

3. Click OK.

Edit an entry point

1. On the Entry Points page, click the item to edit. The Entry Points: [Name] dialog appears.
2. Edit the information. For details, see Add an entry point.
3. Click OK.

Delete an entry point

1. On the Entry Points page, select the item/s to delete.
2. Click Delete and then confirm the deletion.