Managing Contact Center

Available in Classic and VPC

Manage Contact Centers

You can create AI-based Contact Centers with CLOVA AiCall service. You can check the statistical data on operation status per Contact Center created, and you can edit or delete the setting information for Contact Centers, depending on the operation status.

Create Contact Center

You can create Contact Centers with CLOVA AiCall service. You can set the identification information of Contact Centers to create, the service type, the number of channels, depending on the scale of Contact Centers built, and the path of storage to save call records. You can create Contact Centers with CLOVA AiCall service as follows.

1. Click the CLOVA AiCall service in the NAVER Cloud Platform console.
2. Click the [Request subscription] button.
3. When the CLOVA AiCall service application terms and conditions appear, agree to the terms and conditions, and then click the [Request subscription] button.
4. When the application completion window appears, click the [OK] button.
5. Click the [Create Contact Center] button.
6. Enter the Contact Center information and storage setting information on the Create Contact Center page, and then click the [Create] button.
   
   • Contact Center information
     • Contact Center code: Enter the ID value that can specify the Contact Center
     • Contact Center name: Enter the name of the Contact Center
     • Contact Center description: Enter the description of the Contact Center to create
     • Select type: Select the Contact Center service type. Different features are provided, depending on the service type
       • Inbound: Serves customer inquiries through AI Agents
       • Outbound: AI Agent calls the client
     • Select plans: Select plans according to the customer's business situation. Different plans are provided, depending on the service type
     • Number of channels: The number of channels provided by default is limited, depending on the service type, and additional costs are incurred if the default number of channels is exceeded
       • Inbound: 1 channel
       • Outbound: 3 channels
   • Storage settings
     • Call record: Enter the path of the storage to save call records and logs. Set the bucket of Object Storage set when preparing for creating AI Contact Centers as a storage
     • Call record encryption: Encrypt call history by creating an encryption key. A new encryption key can be created under the Encryption key management menu in CLOVA AiCall Builder.

Edit Contact Center

You can edit the setting information of Contact Centers created with CLOVA AiCall service. However, the unique identification information of the Contact Center, Contact Center code information, can't be edited. You can edit the setting information of Contact Centers except for the Contact Center code information.

1. Click CLOVA AiCall > Contact Center in that order in the NAVER Cloud Platform console.
2. Select the checkbox of the Contact Center to edit the setting information from the Contact Center list, and then click [Edit Contact Center] button.
3. When the Edit Contact Center page appears, enter the setting information to edit, and then click the [Edit] button.
4. When the edit confirmation page appears, click the [OK] button.

Delete Contact Center

For Contact Centers no longer operated, you can delete them from the Contact Center list. You can delete Contact Centers as follows.

1. Click CLOVA AiCall > Contact Center in that order in the NAVER Cloud Platform console.
2. Select the checkbox of the Contact Center to delete from the Contact Center list, and then click the [Delete Contact Center] button.
3. When the Confirm deletion window appears, click the [OK] button.

Manage call record encryption key

With the creation of a Contact Center, you can create call record encryption keys and encrypt full call history. An encryption key is the authentication key used to play encrypted recordings. The following describes how to create and manage encryption keys.

• An encryption key is initially created as a requirement when creating a Contact Center. A new encryption key can be created under the Encryption key management menu in CLOVA AiCall Builder.
• Only one encryption key can be created. An encryption key is reissued after the existing authentication key is deleted.
• Click the [Create encryption key] button to automatically create an encryption key. The string text of the authentication key can't be edited. Click the [Download encryption key] button to download the encryption key.
• Manage encrypted recording: Search and play recordings for which the retention period (7 days) has passed.