Contact Center management

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Available in Classic and VPC

You can create AI-powered contact centers using the CLOVA AiCall service. For each contact center you create, you can view operational statistics and update or delete the contact center settings based on its operational status.

Create a Contact Center

You can create a contact center using the CLOVA AiCall service. When creating a contact center, you can configure its identifiers, service type, the number of channels based on the size of the deployed contact center, and the storage path for saving call records. To create a contact center using the CLOVA AiCall service:

  1. In the NAVER Cloud Platform console, navigate to i_menu > Services > AI Services > CLOVA AiCall.

  2. Click [Subscribe].

  3. When the CLOVA AiCall Service Terms appear, agree to the terms, and click [Subscribe].

  4. When subscribe to the service window appears, click [OK].

  5. Click [Create Contact Center].

  6. On the Create Contact Center interface, enter the contact center information and storage settings, then click [Create].
    contactcenter_01-5_ko.png

    • Contact Center Information
    • Contact Center Code: Enter an ID used to identify the contact center.
    • Contact Center Name: Enter the name of the contact center.
    • Contact Center Description: Enter a description of the contact center to create.
    • Select a Type: Select the contact center service type. Available features vary by service type.
      • Inbound: AI agents handle incoming customer inquiry calls.
      • Outbound: AI agents place calls to customers.
    • Choose Pricing plan: Select a pricing plan based on your business needs. Available pricing plans vary by service type.
    • Number of channels: The number of channels included by default is limited by service type. Additional charges apply if you exceed the included number of channels.
      • Inbound: 1
      • Outbound: 3
    • Storage settings
      • Call Record: Enter the storage path where call records and logs are stored. Select the Object Storage bucket configured during the preliminary task for AI Contact Center creation.
      • Call Record Encryption: Generate an encryption key to encrypt call records. You can regenerate the encryption key from the Encryption Key Management menu in the CLOVA AiCall Builder.

Edit Contact Center

You can edit the settings of a Contact Center created using the CLOVA AiCall service. However, you cannot edit the Contact Center code, which is the unique identifier of the Contact Center. To edit Contact Center settings other than the Contact Center code:

  1. In the NAVER Cloud Platform console, navigate to i_menu > Services > AI Services > CLOVA AiCall > Contact Center.
  2. From the Contact Center list, select the checkbox of the Contact Center to edit, then click [Edit Contact Center].
  3. When the Edit Contact Center interface appears, enter the settings to change and click [Edit].
  4. When the confirmation window appears, click [OK].

Delete a Contact Center

You can delete a Contact Center that is no longer in operation from the Contact Center list. To delete a Contact Center:

  1. In the NAVER Cloud Platform console, navigate to i_menu > Services > AI Services > CLOVA AiCall > Contact Center.
  2. From the Contact Center list, select the checkbox of the Contact Center to delete, then click [Delete Contact Center].
  3. When the deletion confirmation window appears, click [OK].
Note

If there are any active Agents under a Contact Center, you cannot delete the Contact Center. To delete a Contact Center, all Agents belonging to the Contact Center must be in a 'Disabled or Closed' state. Check the status of all Agents in the Contact Center first, then proceed with deleting the Contact Center.

Call Record Encryption Key Management

When you create a Contact Center, you can generate a Call Record encryption key to encrypt all call records. The encryption key is an authentication key required to play back encrypted call recording files. To create and manage encryption keys:

  • An encryption key is generated by default when you create a Contact Center. You can regenerate the encryption key later from Encryption Key Management in the CLOVA AiCall builder.
  • You can create only one encryption key. When you regenerate the key, the system deletes the existing authentication key and issues a new one.
  • Click [Generate Encryption Key] to create the key automatically. You cannot edit the authentication key strings. Click [Download Encryption Key] to download the encryption key.