Introduction Posh is a third-party AI application used by financial institutions to assist callers with account-related inquiries. Calls are routed through the Netsapiens/VIP platform and passed to Posh via a vendor SIP trunk. If the caller requires further assistance, the Posh application will route the call back to the Netsapiens platform—either t...

Introduction Persona Engage provides a quick and easy solutions to setup SMS Campaigns for your call center solution.   Prerequisites To setup SMS Campaigns in Persona Engage there are a few pre-requisites that need to be completed for a successful deployment: Identify the SMS numbers that are needed in a Engage SMS campaign The phone numbers need t...

Introduction This guide provides the steps to add and use redirects and the necessary settings configuration.   Open up or drag over a new Redirect like the example shown below.   Enter the static Redirect URL: http://10.244.11.225/DDParser/v1/index.php?tag_id=start   Enter the parameters to pass in the redirect   Terms:  Redirect - points calls to ...

Introduction Persona Engage is your access point to receive agent contact center calls, make outbound calls, and manage digital campaigns based on your role and your company’s configuration. The purpose of this guide is to provide how to login to Persona Engage, a tour of the agent dashboard, and how to use your dashboard based on your role.   Getti...

Introduction Persona Engage is your access point to monitor and manage your call center and agents. The purpose of this guide is to provide a tour and navigation of Persona Engage for managers and supervisors, provide a list of the most important live and historic reports, and several daily tasks you may complete in managing your call center.   Gett...

Introduction: This guide will provide the steps to adding your own music files to your campaigns within Persona Engage.   Steps: From the left navigation pane, select “Admin” then “Configurations” and then “Music File.” From the Music Files section, select “Add Music” or edit any existing files. Enter or edit the name of the music file and enter the...

Introduction This guide provides the steps to create several types of campaigns including Voice Inbound campaigns, Voice Outbound campaigns, SMS campaigns, and Digital Webchat campaigns.   Prerequisites Agents must already be created to be use in the campaign Pause Reasons and Dispositions must be created Skills must be created first so they can be ...