How do I create projects for Omni?

Queues and Projects

When creating projects for Omni, remember that multiple queues can all be associated with one project. The key reasons you will need multiple projects are to work with different contact lists, or to change the message sender information.

Creating a new project

In your Admin account:

1. Go to the Projects page.
2. Go to the Project list subpage.
3. Click the Create button.

To create a project for Omni, if offered a choice of what to create:

1. Click to select Customer service project.

General information

Complete the project information:

1. Give your project a Name.
2. If appropriate, click the Office drop-down list and select a location. If you have multiple projects, grouping them by office can be useful for reporting and monitoring purposes.
3. Type a Description.
4. If you are using sponsors, click the Sponsor drop-down list to select the sponsor.
5. Optionally, click the Contact Manager drop-down list to select the person responsible for maintaining your contact list.
6. Click the Default contact list drop-down and select the contact list you created.

The SMS sender (if enabled) and Email sender fields are important to Omni, but for now leave them empty. You will complete the information here when you setup your SMS and Email routes.

1.  Choose a Preferred agent duration in hours. Once an agent accepts a call or message from a customer, they become the preferred agent for that contact for the specified period. If the same customer calls or messages again within this period, that call or message will be offered to the preferred agent, if they are available.

Contact list selections

1. If multiple contact lists are associated with this project, click to tick the other contact lists in the Contact list selections list.

Number selection logic

Even the most inbound-focussed agent will need to make outbound calls from time to time. The Number selection logic lets you determine what numbers the outbound calls come from.

To add outbound numbers to the project:

1. In the project settings, go to the Number selection logic section.
2. Click the Add numbers link. 

For complete instructions for using the Number selection logic, see How do you define outbound numbers for a project?

Outcomes

Scroll down to the Outcomes section, and you will see a list of the globally available outcomes.

1. Click the Hide button for any outcomes you do not want displayed to agents using this project.
2. Click the New outcome button to create outcomes specific to this project.

Outcomes are a large topic that needs further explanation. See the article How do I create outcomes for Omni?

Callings methods

The Calling methods section is used for projects which mix inbound and outbound activity. There are three main calling methods:

• With Automatic calling, LeadDesk will work through the contact list offering outbound calls to your agents. In Progressive mode, agents will be offered the next call when they finish their previous one. In Preview mode, they will be shown the contact details of the next contact to dial, and the agent must click to call button to dial.
• If you enable Call blending, LeadDesk will check for inbound calls before offering an outbound call.
• With Manual calls, agents can type a phone number to call. For Omni this also enables manual email sending.
• With Contact list dial, agents can pick a contact from the contact list to call.

1. Choose which Calling methods you wish to use.

Contact settings

1. Click the Contact settings heading to view and change settings about your contacts.

1. If there are fields that you do not want to show, click to tick the Hidden field checkbox for those fields.
2. If there are fields you do not want your agents to edit, click the Non-editable field checkbox for those fields.
3. You can select validation if desired using the Require validation also when saving contact and Field type drop-downs.
4. To edit a Field name, click its name and type your preferred version. Press Enter.

Optional settings

Among other things, the Optional settings let you define the resources available to agents working in this project. You can, for example, add up to ten tabs to their interface which will show when dealing with a contact. These tabs can display web pages of your choice.

• For the Project web address fields, you can enter a URL and pass URL Variables based on the call or contact details.
• Type a Name of the tab as it will appear to the agent.
• Click the Add further integrations button to add additional URLs, to a maximum of ten.
• If you have added a URL, you can choose whether the agent begins on the history tab for a contact, or one of the project web address tabs. Click the Default project tab drop-down list to choose.
• The Webhook... is used by specific additional features. Unless you have been told you need something in this field, leave it blank.
• If your environment has any mini reports, click the Call Dialog Mini Report drop-down list to show the report in the agents’ call dialog.

• If you want third parties to see the original caller's number if you transfer them, click to tick Show caller's number... 
• Select table view. If you have created custom view (see this article), click this drop-down to select which should be used for this project.

Normally contacts are recognised based on the phone number they are calling from. Now, you can use flows to gather a unique identifier from the contact, a membership number for example, and use that to match them.

Setting up this feature requires that you have created the inbound flow to capture the identifier and store it to a name.  

For more on this Matching criteria option, see Can I match calls on something other than phone number?

• If you need your agents to include a note in every conversation, you can make them mandatory by clicking to tick Agent should add a note...
• The Notification before agent can send a message field let's you define a reminder that the agent will see every time they want to send a message. You can set this to On or Also require password to enable the message. You will need to specific the message title, message, and password if you are using one.

Callback settings

Callback settings determine how agents create callbacks. Private callbacks are associated with a specific agent, public callbacks can be done by any agent.

1. Click to tick the checkboxes to create the callback behaviour you want, adding dates and times if necessary.

Inbound settings

• If you click to tick Automatic answer is always on for inbound calls, calls offered to agents will be immediately accepted without the agent having to click Accept. This will give speedier response times, but runs the risk of connecting the caller to no-one if the agent has stepped away without switching off inbound.

Recording settings

Recording settings lets you set the default recording behaviour.

1. Click the drop-down list to select the default type of call recording. This might be no recording, agent only, or both agent and customer. Or you can choose to follow the global setting.
2. Tick the checkbox to start the call with recording paused.
3. Type a value for Recording holding time if you don’t want to use the standard three months.

AI Transcriber settings

• To switch on the scriber for calls relating to the project, click to tick Enable AI Transcription.
• If your calls are usually in a particular language, you will get better transcripts if you choose that language from the drop-down list.

Confirm settings

Once you have completed all the fields relevant to your environment, leaving SMS sender and Email sender blank for now:

1. Click the Create button in the top right of the screen.