Step 9: Putting It All Together

From the previous sections, you should now have:

A user with skills and groups assigned
A flow that includes media prompts and queue selection options
An assigned telephone number
An agent toolbar that can receive an inbound call made to the assigned telephone number

Put everything together to get the full user experience and to verify that the previous steps were completed correctly.

Log in to the Skylight Toolbar and put yourself in the Available state.
Using any phone, make or have someone else make a call to your provided Twilio telephone number.
Listen to the welcoming media prompt.
Select option 1 or 2 on your dial pad to go through to a queue selection.
If selecting option 1, be prepared to enter a 3 digit customer number, which can be any 3 digit number.
You can also make a different selection to hear that it is an invalid one and be rerouted to try again.
When the call arrives on the toolbar, the handset icon will activate and a timer will indicate the amount of time remaining to accept the call before it is considered a rejected work offer.
Accept the call using the toolbar by clicking on the handset icon.
Allow mic access, if prompted.
The call is now connected. The agent state changes to On Call and starts counting the call time.
Agent options while on a call include:
- Mute: click on the microphone icon
- Hold: Click on the pause icon (||)
Disconnect the call as an agent by clicking on the red handset icon on the toolbar.
As a caller, listen to the message asking you to rate your call experience between 1 and 5 and enter a selection on the dial pad.
Listen to the media prompt and allow your call to be disconnected.
As an agent, click to End Wrap Up.

Congratulations on completing this exercise and creating a full user experience! The next sections will help you to log out of the applications and provide some troubleshooting tips.

Next Section:

Changing Agent Status and Logging Out