Dynamic Nailup

Dynamic Nailup lets users handle inbound voice interactions with more flexibility. Instead of staying permanently nailed up (Nailup means connected for audio) to automatically receive inbound calls, users can accept or reject each call as it's offered. This gives back-office staff the flexibility to avoid context-switching mid-task, without needing to remember to select a break type or log out of their campaign. 

This feature applies to Inbound and Interaction campaigns only. Users logging into blended campaigns nail up and receive calls in the usual way.

What it means for your portal

Users logging into an inbound or digital campaign that uses Dynamic Nailup don't go through the usual nailup process.

1. The user logs in and goes ready.
2. When an inbound call comes through, the system offers it to one user at a time, based on who has been waiting longest and their individual queue priority. The user can accept or reject it.
3. Once they accept, the system nails the user up and connects the call.
4. Once the call ends, the user's nailup disconnects.

Enabling for campaigns and users

Campaigns

You can specify which campaigns use Dynamic Nailup and which users use the feature via the CTU page. To enable it for a campaign, select the campaign and select Enable Dynamic Nailup. As soon as a user logs into this campaign, they use Dynamic Nailup.

If you don't do any further customisation (such as creating and applying User Plans) the following defaults will be used for users logging into the Dynamic Nailup campaign. 

• Incoming Call Timeout: 15 seconds
• Nailup Timeout: 25 seconds
• Auto Kicked Threshold: Does not apply
• Auto Kicked Break: Does not apply
• Nailup IVR: Does not apply

Users

For further customisation, assign a User Plan to the relevant users via the CTU page. 

User Plans

User Plans contain other settings alongside Dynamic Nailup, including capacity settings for Webchat, Email, SMS, WhatsApp, and Facebook channels. If you're using Interaction Campaigns and Dynamic Nailup for your Inbound Campaigns, you can deactivate the capacity plan if you don't need it. See Agent Capacity Plans for more detail.

Creating or editing a user plan

On the Plans page, select User from the list of plan types on the left. Existing plans are listed in the centre column; select one to edit it on the right.

User capacity settings

See Agent Capacity Plans for information on these settings. You can enable or disable the capacity plan to work alongside the Dynamic Nailup plan if required.

Dynamic Nailup settings

Contact Hub changes

Nailup via WebRTC

Users no longer nail up when they log into an inbound campaign with Dynamic Nailup enabled. The WebRTC browser tab still initialises, and if it's the user's first time accessing it, they need to allow microphone access when they accept their first call.

Nailup via softphone, desk phone, or mobile

Users no longer nail up immediately when they log into an inbound campaign with Dynamic Nailup enabled. The system lets the user log in and go ready, and the audio connection doesn't occur until they accept an inbound call.

Optional basic IVR for an accept or reject message

For an accept or reject message played when a user answers via softphone (excl. WebRTC), desk phone, or mobile, build a basic IVR and select it on the relevant User Plan.

The IVR needs a Start element, an IVR Menu element, a Hang-up element, and a Complete Nailup element. The Complete Nailup element only appears in the IVR builder once the feature is switched on. The IVR Menu element is the only one that needs specific configuration: add two digits and connect them, and add the message to play to users when they nail up via softphone, desk phone, or mobile. Upload the message using the edit files option next to Phrase.

Using Dynamic Nailup with a PIN

Dynamic Nailup with a PIN confirms the right user is connected on the right extension, which is useful where users hot-desk across different seats. This needs a basic IVR routine with a Start element, a Text to Speech element, a Capture Digits element, a Compare element, and a Complete Nailup element. The Complete Nailup element only appears in the IVR builder once the feature is switched on.

1. Begin with the Start element, followed by a Text to Speech element prompting the user to enter the PIN shown on their screen.
2. Add a Capture Digits element to capture the digits the user enters.
   
3. Add two further Text to Speech elements: one confirming the digits were captured successfully, and one for when the user times out or the capture fails.
4. If the PIN is captured successfully, route to a Compare element to check it. If the user times out or an error occurs, route back to the first Text to Speech element to try again.
5. In the Compare element, check the PIN presented to the agent (source call.nailuppin) against the digits the user entered (for example, Capture PIN.digits, if your Capture Digits element is named "Capture PIN"). If they match, route to the Complete Nailup element. If they don't match, route back to the start to try again.
   

To enable this for users, go to Settings > Plans > User Plan, select Campaign Login Pin, and select the IVR you created to confirm the PIN. Assign this plan to any user who should use Dynamic Nailup with a PIN.

Once enabled, the user sees a unique PIN each time they sign into a campaign. They dial into the IVR routine and enter the PIN shown to nail up successfully.

For your consideration

User transfers

User transfers aren't available to Dynamic Nailup users. Non-Dynamic users don't see Dynamic Nailup users in their user transfer list, since transferring to them isn't possible.

Hot key, queue, and IVR transfers

There are no limitations on these transfer types.

Related articles

• Agent Capacity Plans
• CTU - Campaigns, Teams & Users
• IVR Builder
• Compare Element
• Capture Digits Element