Call Flow Parameter Settings

The call flow parameters determine the default and administrator-defined actions to be performed for a customer interaction. Customer interactions are calls with the customer in Digital Sales and calls or chats in Service Center. Administrator-defined settings override the default settings.

You can specify the settings listed in the following table:

Setting	Options	Description
Contact Required	Yes/No	Specifies whether the contact details of a customer must be displayed. Note: For Digital Sales implementations, you must select No. Select No if you're using Digital Sales.
Contact Verification	Yes/No	Specifies whether the customer details must be verified at the beginning of the call. Note: For Digital Sales implementations, you must select No.
Screen Pop	Yes/No	Specifies whether a screen pop page must be displayed. Select Yes.
Wrap Up	Yes/No/Server Driven	Specifies whether a customer interaction requires wrap up. Select the Server Driven option to get notified by the toolbar if an interaction must be wrapped up. Note: For Digital Sales implementations, this setting must always be enabled.