Who is this Guide For?
- Admins
- Supervisors
- Installers
- Project Managers
Prerequisites
- Download access to the CrexendoCX Workbook.
- Understanding of your desired call flows, queues/skills, and agent structure.
- Finalized list of phone numbers, SMS numbers, and transfer destinations (if applicable).
Overview
The CrexendoCX Workbook is used to plan new implementations or large-scale changes. It captures the configuration details Crexendo engineers need to build your contact center experience accurately and efficiently. This guide explains how to complete each tab in the workbook so your project can move from planning to implementation with fewer delays.
Tip: Complete tabs in order. Many tabs reference items created in earlier tabs (for example, Campaigns reference Skills, and Agents reference Skills).
⬇️ Download Workbook ⬇️
CX Implementation Workbook
Recommended Completion Workflow
- Locations (optional)
- Pause Reasons
- Skills (Queues)
- Dispositions
- Campaigns (uses Skills + Dispositions)
- Agents (uses Skills)
- Sub-Users (optional admin accounts)
- Dial Out Numbers (transfer / dial-out destinations)
- SMS Numbers (if using SMS)
- Phone Numbers (voice numbers mapped to campaigns)
Tab-by-Tab Instructions
Locations
The Locations tab is used for reporting filters. This is optional. If no locations are added, the platform will typically default to a single location.
- Use Locations when you need reporting by site, region, or department.
- Keep naming consistent (for example: Dallas, Chicago HQ, West Region).
Pause Reasons
Pause Reasons determine the selectable agent states when agents are not on calls (for example: Lunch, Meeting, Break).
| Column | Field | Description |
|---|---|---|
| A | Pause Reason (Break Code) | Name of the pause reason (e.g., Lunch, Meeting, Break). |
| B | Pause Time | The length of time an agent will remain in this pause state. Shows the agent how much time they have left and can trigger notifications if exceeded. |
| C | No Time Limit | Check this if agents can remain in this pause state indefinitely. |
Best practice: Keep Pause Reasons short, clear, and standardized so reporting remains consistent.
Skills (Queues)
Skills (also called Queues) control how calls are routed to agents and define queue-related settings.
Skill Names
Use a consistent skill (queue) naming format so it’s easy to recognize in reports and IVR flows. Use underscores (no spaces) and start with the purpose/department.
Examples (choose what fits your setup):
- Basic (department + channel):
support_voice,billing_voice,sales_chat - With tiers (department + channel + tier):
support_voice_t1,support_voice_t2 - With language (department + channel + language):
support_voice_spanish,support_voice_french - With locations (department + channel + location):
support_voice_hq,support_voice_west - With priority/VIP routing:
support_voice_vip,support_voice_priority - After-hours / overflow use cases:
support_voice_after_hours,support_voice_overflow
| Column | Field | Description |
|---|---|---|
| A | Skill Name | Name of the skill/queue. |
| B | Record? | Determines whether calls are recorded. By default, calls are fully recorded. If only the conversation should be recorded, select this option and add "Record only the conversation" in Notes. |
| C | Queue Size | Maximum number of callers allowed in the queue at one time. |
| D | Priority | Routing priority. Priority 1 is the highest priority. |
| E | Queue Timeout | Maximum time a caller may remain in queue before a fallback action occurs (enter minutes and seconds). |
| F | Fallback Rule | Action when Queue Timeout is reached (e.g., Disconnect, IVR, Skill, Dial Out). |
| G | Fallback Option Data | Destination/value tied to the selected fallback rule. |
| I | Notes | Additional routing requirements or configuration details. |
Priority example:
- If an agent belongs to three skills: Skill A = Priority 1, Skill B = Priority 2, Skill C = Priority 3
- When calls arrive simultaneously, the agent receives Skill A first, then Skill B, then Skill C.
Campaigns
Campaigns manage specific interaction types (Inbound, Outbound, Chat/SMS) and their associated settings.
| Column | Field | Description |
|---|---|---|
| A | Campaign Name | Name of the campaign. Campaigns can contain upper/lowercase letters. Spaces must be replaced with underscores. Example: Financial Estimates → financial_estimates or Financial_Estimates. |
| B | Phone Number | Phone number associated with the campaign. |
| C | Campaign Type |
|
| D | Allowed for Manual Dialing | Allows agents to use the campaign number as their outbound caller ID. |
| E | Wrap-Up Time | Time (in seconds) agents remain unavailable after completing a call. |
| F | Assigned Skills | Skills associated with campaigns. Important: Not assigning a skill can result in agents being able to pick up calls, but not answer them. |
| G | Transfer Skills | Skills available to agents when transferring calls (shows up in their Agent Toolbar). |
| H | Dispositions | Call outcome categories available to agents. |
| I | IVR Script / Flow | High-level description of the call flow and routing logic. |
Dispositions
Dispositions track interaction outcomes and support reporting and analysis.
| Column | Field | Description |
|---|---|---|
| A | Disposition | Name of the disposition. |
| B | Sub-Disposition | Optional secondary disposition. Up to three disposition levels are supported. |
| C | Campaigns | Campaigns where the disposition is available (controls what agents can see). |
Examples:
- Inquiry Completed
- Follow-Up Required
- Callback Requested
- Voicemail Left
- Abandoned Call
Agents
The Agents tab defines user accounts and their assigned skills/queues.
| Column | Field | Description |
|---|---|---|
| A | Agent ID | Login username for the agent (also displayed for chat/SMS). Recommended: generic names (Agent1, Agent2) or First name + last initial (JamesC, JennyG). |
| B | First Name | Agent's first name. |
| C | Last Name | Agent's last name. |
| D | Agent's email address. | |
| E | Agent Groups | Used for admin access scope. Sub-users must be given access to these Agent Groups to view data from them. |
| F | Skills | Skills/queues assigned to the agent. |
Sub-Users
Sub-Users are administrative accounts that can be assigned permission levels. By default, sub-users are typically configured with full access unless noted otherwise.
| Column | Field | Description |
|---|---|---|
| A | Sub-User Name | Login username for the sub-user. Typically set to users email. |
| B | First Name | First name. |
| C | Last Name | Last name. |
| D | Email address. | |
| E | Notes | Any special access requests (example: "View-only access" or "No edit permissions"). |
Dial Out Numbers
Dial Out Numbers are used to transfer calls outside the CX platform. Two common uses:
- Dial Out – used by IVR flows and agents.
- Transfer – used only by agents.
| Column | Field | Description |
|---|---|---|
| A | Dial Out Number | Enter a 10-digit phone number or VIP extension. |
| B | Name | Name of dial-out destination. Spaces must be replaced with underscores. Example: Financial Estimates → financial_estimates or Financial_Estimates. |
| C | Notes | Specify whether the number is used for Dial Out or Transfer. |
SMS Numbers
The SMS Numbers tab associates SMS-enabled numbers with campaigns.
Important: SMS number porting may result in temporary downtime, and messaging may not work immediately after port completion. 10-DLC Requirements must be met before SMS can be enabled.
| Column | Field | Description |
|---|---|---|
| A | SMS Number | SMS-enabled phone number. |
| B | Campaign Name | Campaign associated with the SMS number. |
Phone Numbers
The Phone Numbers tab associates voice phone numbers with campaigns.
| Column | Field | Description |
|---|---|---|
| A | Phone Number | 10 Digit Number to be used |
| B | Campaign Name | Campaign associated with the phone number. |
Workbook FAQs
Do I have to complete the tabs in order?
It is strongly recommended. Several tabs depend on items defined earlier (for example, Campaigns reference Skills, and Agents reference Skills). Completing tabs in order reduces confusion and prevents installation delays.
Do we have to use Locations?
At least one location will have to be defined. More than one location is optional and primarily used for reporting filters.
Why do some names require underscores?
Campaigns and certain destination names replace spaces with underscores to keep naming consistent and system-friendly. Example: Financial Estimates becomes financial_estimates or Financial_Estimates.
Need More Help?
If you need additional assistance, please contact Crexendo Support at 855-211-2255 or email us at support@crexendo.com — our team is happy to help!