The dynamic nailup* feature allows users to handle inbound voice interactions with more flexibility. Users no longer need to be permanently nailed up to automatically receive inbound calls. Users can now opt to accept or reject an incoming offered call. This allows greater flexibility for your users, for example, back-office staff can avoid context-switching when they are in the middle of a focus activity, without having to remember to go into specific break types or log out of campaigns. *Nailup = Connected for audio.
This feature is only used on Inbound campaigns and Interaction campaigns. Users logging into blended campaign types will nailup and receive calls in the usual manner.
To enable this feature on your portal, please contact the MaxSupport team.
What it means for your portal
Simply put, users logging into an inbound or digital campaign (where the campaign is set to use dynamic nailup) will not go through the usual nailup process.
- Users will login and go ready.
- When an inbound call is put through, they will be offered a call (one user at a time per call based on users that have been waiting the longest). The user can then choose to accept or reject it.
- When they accept the call, the system will then nailup the user and connect the call.
- Once the call ends, the users nailup is disconnected.
Enable for Campaigns & Users
You can specify which campaigns will use dynamic nail up and which users will use the feature via the CTU page.
For Campaigns, you need to select your campaign then tick the 'Enable Dynamic Nailup' option.
Note - When changing a campaign to or from Dynamic Nail-Up, users need to log out and back into the campaign for the change to take effect. This is because the nail-up event has to be established before passing the user the call for non-dynamic calls.
As soon as a user logs into this Campaign they will be using Dynamic Nailup.
Note - If you don't do any further customisation to the User or User Plan, the following defaults will be used. We recommend you create your own as the default means there is no auto kick and no message will play for softphone/desk phone/mobile nailup.
- Incoming Call Timeout: 15 s
- Nailup Timeout: 25 s
- Auto Kicked Threshold: Does not apply
- Auto Kicked Break: Does not apply
- Nailup IVR: Does not apply
Additional Configuration for Users
To carry out further configuration for users, allocate a 'user plan' to the required users via the CTU page. This will ensure that the specified users wont nailup on login and will only nailup once they accept a call.
It is highly recommended to assign a plan to all users who will access the campaign. We also recommend you assign the plan to users who may access the campaign at some point.
User Plans
To configure a plan to allow the use of dynamic nail up, head over to the Plans page. |  |
The first thing to note is that User Plans contain other settings not just Dynamic Nailup Settings (capacity settings for example are for Webchat, email, SMS, WhatsApp and Facebook channels). If you are using Interaction Campaigns and Dynamic Nailup for your Inbound Campaigns, you can deactivate the capacity plan if you so wish. For more on capacity plans, see this guide. |  |
Create/Edit a User Plan
On the Plans page, select 'User' from the left hand list of Plan types.
You will see any existing Plans listed in the centre of the screen. Selecting one of these will allow you to edit it on the right hand side.
Page options
 | Create a new plan |
 | Makes an exact copy of the selected plan. |
| Filter | Filter All/Inactive/Active Plans |
 | Save any changes |
User Capacity Settings
Please see this guide for information on these settings.
You can disable or enable the capacity plan to work in tandem with the Dynamic plan should you require.
Dynamic Nailup Settings
| Incoming Call Timeout | Enter the number of seconds a user will have to answer a call before it is returned to the queue. A missed call will be recorded against that user for each call they do not accept or reject. You can set this between 1 and 9999 seconds. |
| Nailup Timeout | Enter the number of seconds a user will have to answer the nailup call before the call being offered is returned to the queue. A missed call will be recorded against that user for each call they do not accept or reject. You can set this between 1 and 9999 seconds. |
| Auto Kicked Threshold | Enter the threshold for the number of consecutive missed calls. Once the threshold is reached the user will automatically be kicked into break. An Auto Kicked Break Type will also need to be selected for this plan. You can set this between 1 and 9999 seconds. |
| Auto Kicked Break | Select the type of break a user is automatically kicked to when they reach the Auto Kicked Threshold. We recommend using a specific break type here so it is clear to all your users when a user has been kicked into a break for this reason. An Auto Kicked Break Type is always required. |
| Nailup IVR | Select an IVR to be played to the user when they are dynamically nailing up prior to receiving the inbound call. This is a handy way for the user to confirm on the device that the call is being routed to a person i.e. not an answering machine or an automated network message. If [No IVR] is selected, the inbound call will be automatically routed once the nailup has been successful. If required, we recommend using a specific IVR that is setup to allow a user to accept or reject the incoming call quickly and easily. Don't forget the option you select here is the start element of an IVR, not the IVR page name. Nailup IVR's, even if configured are not used for any User who is utilising WebRTC. |
Note - If you omit to customise these options, the following defaults will be used. We recommend you create your own as the default means there is no auto kick and no message will play for softphone/desk phone/mobile nailup.
- Incoming Call Timeout: 15 s
- Nailup Timeout: 25 s
- Auto Kicked Threshold: Does not apply
- Auto Kicked Break: Does not apply
- Nailup IVR: Does not apply
WebAgent changes. Nailup via WebRTC
As previously mentioned, users will no longer nailup when they log into an inbound campaign with dynamic nailup enabled. What will happen however, is the WebRTC browser tab will still initialise and if its the first time a user has accessed it, they will need to allow access to a microphone upon accepting their first call.
Steps to receiving calls in this manner.
WebAgent changes. Nailup via Softphone/Desk phone/Mobile
As previously mentioned, users will no longer nailup immediately when they log into an inbound campaign with dynamic nailup enabled. What will happen is the system will allow you to login and go ready and the audio connection will not occur until you accept an inbound call.
Note, the extension box should be populated with your softphone extension/desk phone number/mobile number prior to logging in.
Steps to receiving calls in this manner.
Optional basic IVR for 'accept or reject' message
For the accept/reject message played when answering the softphone/desk phone/mobile, you need a very basic IVR setup to select on the User Plan previously mentioned.
The IVR needs a start element, an IVR menu element, a hang-up element and a new 'complete nailup' element as shown below. The 'complete nailup' element will only appear in the IVR builder with the feature switched on. The only element that needs any specific config is the IVR menu element. |  |
The IVR menu element needs two digits adding and connecting as above. It also needs a message adding to the element to play to users when nailing up via softphone/desk phone/mobile. |  |
The message can be uploaded via the edit files button next to 'Phrase'. |  |
Using Dynamic Nailup with a PIN
For the Dynamic nail up with PIN, you need to have a very basic IVR setup as shown and outlined below.
The IVR needs a start element, a text to speech, a capture digits element, a compare element and finally a complete nail up element too.
Note - The 'Complete Nailup' element will only appear in the IVR builder with the feature switched on.
This is to ensure that, for example, in the case where users hot-desk to different seats, the right user is connected with the right extension.
First you will need to create the IVR routine itself, to do this first begin with the start element as shown above, next you will have a TTS element to prompt the user to input the pin which will be displayed to them on their screen.
The capture digits element needs to be used next to capture the digits the user inputs and and the configuration of this element would look something similar to the below.
We would then recommend having a further two TTS elements one for the positive outcomes that the digits input into the product have been captured and move on and one for if the agent took to long and timed out of the element and the other for if this fails.
If the pin was successfully captured it would then move on to the compare element for the final pin check and as mentioned above should the user take to long or an error occurs it would then route back to the start (first TTS element) to try again.
Moving into the compare element is the final stage once the pin has been taken by the capture digits it needs to be checked that it was correct and it was indeed the pin displayed to the agent.
The configuration for the compare would again be something similar to the below.
Make sure the parameter on the configuration is the nail of your capture digits element in our example our capture digits is named "Capture pin" so the parameter is Capture PIN.digits.
As described this element is taking the pin presented to the agent which is the source call.nailuppin and comparing it to what has been input by the agent capture pin.digits should they match the route will continue to the complete nail up element.
Should the system compare the number given vs the number input by the user and they do not match, as advised above the system can be looped back to the start before the capture digits and try again.
Enable the feature for use
To enable this for users you will need to head to the user plans as mentioned above in this article which can be found in settings>plans>user plan and select the tick box labelled "campaign login pin" and then select the IVR you would have created to confirm the input pin is correct as shown.
This user plan can be assigned to any user of choosing to then use the dynamic nail up with a PIN.
Once this has been done the user will now experience a pop up similar to the below with a unique pin each time they wish to sign themselves into a campaign. They will they dial into the routine you have made above and input the number they see to successfully nail up to the system.
If you need assistance with this, please contact MaxSupport.
For your consideration
User transfers.
User transfers are not available to Dynamic nailup users.
Non Dynamic users will not see Dynamic users in the user transfer list as its not possible for them to transfer to Dynamic users.
Hot key, Queue and IVR transfers.
There are no limitations to these transfer types.