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Tanel Harak

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Activity overview

Latest activity by Tanel Harak
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    Tanel Harak created an article,

    Condition Step

    The condition step allows you to route a call flow in 2 different directions based on a defined condition. Add the Condition Step To add a Condition step to your Call Flow, select the Condition ste...

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    Tanel Harak created an article,

    Conquer Custom Settings in SFDC

    Some Conquer settings can be turned on or off from Setup > Custom Settings > Manage DialSource Denali Settings. Then you can click "Edit" and select or unselect Denali Settings. For the most consi...

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    Tanel Harak created an article,

    How to Configure Phone Numbers

    The Phone Numbers subtab configures inbound DIDs that have been added to your system.  Phone Numbers can be assigned to Extensions, Queues, or Call Flows resulting in callers being routed ultimatel...

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    Tanel Harak created an article,

    Recordings Troubleshooting Guide

    Conquer Voice makes use of recordings in three different ways:  Greetings, Recordings of calls, and Voicemails (both prospect and agent drop-in). Unable to Record Greetings  If you are unable to cr...

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    Tanel Harak created an article,

    Call Recording Retention

    By default, Conquer Voice call recordings are kept for 30 days, expiring after that.  For security reasons, expired recordings are deleted permanently and cannot be recovered. If your business need...

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    Tanel Harak created an article,

    Hang Up Step

    Route a Call Flow to a Hang Up Step to end the call. Add the Hang Up Step To add a Hang Up step to your Call Flow, select the Hang Up step from the Steps list and drag it to your flow.    Hang Up ...

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    Tanel Harak created an article,

    How to Set Up CRM Queries

    Create CRM Queries to group a collection of multiple queries. Create a CRM Query  The CRM Queries subtab can be found from Conquer Voice Workspace → Call Flows → CRM Queries.  CRM Queries are creat...

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    Tanel Harak created an article,

    How to Set Up Skill Groups

    Create a skill group with a collection of skills that can be assigned to individual agents based on the skills of the agent.  Create a Skill Group The Skill Groups subtab can be found from Conquer ...

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    Tanel Harak created an article,

    How to Set Up Extensions

    Phone numbers are assigned to individual agents using Extensions. Calls to an extension will be directly routed to an agent.  For calls to a group of agents, consider using Queues to route calls to...

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    Tanel Harak created an article,

    How to Set Up Queues

    Phone Numbers are assigned to a group of agents using Queues.  Calls to a group can either be directly routed to a Queue or dynamically routed through a Call Flow to a Queue. While a Queue could co...