Operations Management Portal (OMP)
Operations Management Portal (OMP)
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Step 1 - Basic Setup

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Step 1.1 - Select Connect Phone Number

  • The numbers in the dropdown are all numbers in Connect that are not currently being used in another entry point configuration.

  • warning Note: At the time of writing this documentation (April 2023), the numbers in the dropdown are not guaranteed to be pointing to the VF_DEFAULT_ENTRY_ENGINE_FLOW. Be sure that any numbers you want to use in Entry Point Management point to VF_DEFAULT_ENTRY_ENGINE_FLOW in Connect’s phone number management.

Step 1.2 - Set the Default Language

  • The default language will determine the language of all the prompts used in the Entry Flow. It cannot be changed once the entry point data is saved.

Step 1.3 - Choose an Open Check Type

  • Available Open Check Value-Types Are:

  • Open Check Status

    • If the Queue Name, DNIS, or Custom value is associated to a set of hours, a holiday, or a closure in Calendar Management, the openCheck lambda will return one of four states:

      • OPEN

      • CLOSED

      • HOLIDAY

      • CLOSURE

    • warning Note: Any value given to the openCheck lambda that is not associated with a set of operating hours, a closure, or a holiday will return OPEN. If you want to leverage EPM’s dynamic handling of open check states, make sure your open check value is associated in Calendar Management Hours/Holidays/Closures.

Step 1.4 - Choose Flows

Set the Default Customer Hold, Disconnect and Agent Whisper Flows.


Our basic setup has been configured and it’s time to move to Step 2 - Configure Fallbacks