1. Spoke Phone Support
  2. Integrations
  3. Spoke Speedy - Operator Console for Twilio Flex

Activating the Spoke Speedy Operator Console for Twilio Flex Agents and Managers

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Sasha V.

Overview

Once you have deployed Spoke Speedy, you need to give one or more Flex Agents the rights to use and/or manage Speedy.  By default, Workers are not assigned Speedy rights. This is done by adding attributes to your Workers in the Twilio TaskRouter Workspace for Flex.

Twilio Flex Worker Attributes for Spoke Speedy 

Worker Attribute Behavior
"speedy_launch_mode":"manual"
  • Opens Spoke Speedy when an Agent presses Flex's Call Transfer button
  • Allows an Agent (when not on a call), to access and search Speedy
"speedy_launch_mode":"auto"
  • Opens Spoke Speedy as soon as a call is answered
  • Allows an Agent (when not on a call), to access and search Speedy
"speedy_role":"consoleManager"
  • Allows an Agent to manually manage (add, edit, delete) Operator Bulletins in Speedy.
"speedy_allow_calls":"internal"
  • Allows a Flex Agent to place calls from Flex to any internal User on Spoke Phone.
"speedy_allow_calls":"any"
  • Allows a Flex Agent to place calls from Flex to any internal User on Spoke Phone. or any External Contact loaded in the Spoke External directories.
"speedy_internal_ivr_number": 
  • Defines the phone number assigned to the Twilio Studio Flow used to transfer calls to Spoke. Format must be E164 (e.g. "+15551110000")
  • Requires the "Transfer-to-Spoke" Twilio Studio Flow to be added to the account.

Which Spoke Speedy launch mode to use for your for Flex agents

  • Automatic - Opens Spoke Speedy as soon as a call is answered.  This is the preferred behavior for receptionists, operators, and agents who handle a high volume of calls.
  • Manual - Opens Spoke Speedy when the Flex Agent presses Flex's default Call Transfer button

Adding Spoke Speedy attributes to TaskRouter Workers

  • Go to your Twilio Console
  • Navigate to TaskRouter -> Workspace
  • Select the Workspace configured for Flex
  • Navigate to Workers
  • Edit the Worker you desire, and Add one of the required attributes (see above) to their properties. E.g. This Flex Worker has been given access to Speedy in manual launch mode.

Speedy_-_Attributes.jpg

  • Repeat for each Agent that will use Spoke Speedy
Note: Agent's must refresh the Flex browser to load these new Worker attributes.

 

 

 

 

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