Receive Inbound Session

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Overview

An inbound scenario involves an external client initiating a connection request to an application hosted on a server. This scenario is commonly seen in web applications, APIs, and services where clients request data or services from a server.

When an application receives an inbound session, it processes an incoming connection request from an external client. This involves the following steps:

1. Listening for Incoming Requests: The application listens on a designated port for incoming session requests.

2. Authentication: The application verifies the identity of the client through authentication mechanisms (e.g., tokens, credentials).

3. Session Initialization: After successful authentication, a session is initialized and resources are allocated for the client.

4. Data Handling: The application handles data exchange within the session, ensuring data integrity and security.

5. Session Termination: Finally, the session is terminated either by the client or the server, releasing all associated resources.

Use Cases

• On-boarding Customers

• Immediate problem-solving sessions

• Customer Service/Support

Benefits

• Scalability: Inbound scenarios can handle multiple client requests through scalable server resources.

• Security: Authentication and session management enhance security measures, ensuring only authorized users can access the services.

• Reliability: Ensuring data integrity and efficient resource allocation helps maintain reliable service for end-users.

• Efficiency: Streamlined data handling allows for quick and accurate data exchange between the client and server.

Starting an Inbound Call Session

Preparation

• Log In: The agent logs into the call center or customer service software.

• Set Availability: Ensure that your status is set to "Ready" under the equivalent campaign setting to receive calls.

Access Call Queue

• Monitor Incoming Calls: Agents can view the call queue, which shows incoming calls waiting to be answered.

Answering the Call

• Receive Notification: The agent receives a notification of an incoming call, often accompanied by caller ID information.

• Media Device Preparation: For video call, ensure your media peripheral devices are working and background is setup.

• Answer the Call: Click or tap the "Start" button to connect with the caller.

Getting Connected

• Explore the Digital Connect controls and features

Ending the Session

Concluding the Discussion

• The User can conclude the session by announcing the end of the discussion.

• Ensure all important points are covered before ending.

Collecting feedback from the Participants

• Encourage participants/customers to provide feedback after the session.

• Use feedback to improve future Inbound sessions.