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Voxtron Communication Center Reference Manual © Voxtron N.V., February 2016
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Voxtron Communication Center Reference Manual © Voxtron N.V., February 2016
Heading-A title Optional part-number - 3
Voxtron N.V. Hoogkamerstraat 304 B-9140 Temse, Belgium Phone: +32 3 760 40 20 Fax: +32 3 760 40 21 Website: www.voxtron.com Copyright 2016 Voxtron N.V.. All rights reserved. Voxtron Communication Center 1.2 Reference Manual February 2016 VCC-RM-0216-11-02-01 The content of this document is subject to change without notice and does not represent any commitment on the part of Voxtron N.V. Every effort has been made to ensure the correctness of this information. However, due to ongoing product improvements and revisions, Voxtron N.V. cannot guarantee the accuracy of this material, nor can it accept responsibility for errors or omissions. No warranties of any nature are extended by the information contained in these copyrighted materials. The software referred to in this document is provided under a Software License Agreement. Refer to the Software License Agreement for details governing the use of the Software. This software and the accompanying documentation are copyrighted. Unauthorized copying of the software, including software that has been merged or included with other software, or of the documentation is expressly forbidden. All names, products, and services mentioned herein are the trademarks of registered trademarks of their respective organizations and are the sole property of their respective owners. Voxtron and Voxtron Communication Center (VCC) are registered trademarks of Voxtron N.V.
PART ONE INTRODUCTION
Voxtron Communication Center
INTRODUCTION Architecture and Terminology Modules The Voxtron Communication Center consists of several components which are called modules. Each module will perform a well defined task in the VCC. These modules can be added or removed according to the needs and they can be managed via a central website. Possible Modules with their tasks:
Introduction
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Datastore module (DS) The core database that keeps all administration and configuration data, as well as all operational and statistical data and recordings.
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Web Center module (WEB) The website to manage all administration, configuration and statistical data for all modules. New modules (or module instances) become available in the web center as they are added in the installation.
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Licensing module (LIC) Takes care of the licensing for all the modules.
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Contact Center module (CC) Takes care of routing different types of contacts to contact center agents .
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IVR module (IVR) The telephony runtime can be used as a stand-alone module and/or as provider of call and fax contacts for the contact center module.
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CTI module (CTI) A server that provides CTI information to whatever module that has a need for it. It is however mainly used by the contact center module. It gets its information from the PBX via TAPI. I-1
Voxtron Communication Center
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E-mail Routing module (ERM) Provides e-mail contacts to a specific contact center module.
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Innovaphone Call Connector (ICC) The ICC module constitutes an integration between an Innovaphone PBX and the Voxtron Communication Center. A centralized ICC will replace possible distributed IVRs that may be needed if a company has several branch offices having additional users (i.e. groups up to 20 people) and their own sets of incoming calls. Innovaphone PBX APIs create a limited IVR experience for local users and serve as contact providers to the Contact Center.
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Web Contact module (WCS) Provides web contacts (webchats) to a specific contact center service.
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Recording module Takes care of recording calls. This is not an actual module.
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Dashboard module (Dashboards) The Dashboard Module (Dashboards) is not an actual module but can come with the Contact Center module, the IVR module, the VoiceXML module, the Dialer module and the Email Response Management module.
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Contact Explorer module Provides users with a search facility for any contact of any type based on a series of parameters and makes it possible to save these contact queries and consult them in a later stage. This is not an actual module.
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VoiceXML module (VXML) Voxtron’s second generation IVR based on the public standards VoiceXML and CCXML. It was built on the foundations of the IVR module, but developers can now use these open standards for implementation of call flows and benefit from its web based architecture. This is especially useful in large scale projects where standard compliancy, redundancy, availability and ease of deployment of voice applications is a must.
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Wallboard module (WDS) Makes the wallboard parameters available via a SOAP interface and provides an extensible, web-based wallboard.
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Dialer module (DIAL) Module used in an outbound contact center. It uses a telephone number list (i.e. a campaign) as input and dials these numbers using a certain dialer algorithm. This dialing algorithm takes into account the information in the list, the agent statuses in the contact center and the results of calls already performed. Introduction
Voxtron Communication Center
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Web Client Module (WEBCLIENT80) This is the module used to configure the contact center settings and the web application settings in case you want to install a Voxtron Web Client.
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Email Database Connector (EDC) The Email Database Connector Service checks an ODBC compliant database at regular intervals for email messages to be sent (outgoing mail). This is not an actual module.
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SMS Database Connector (SMS) The SMS Database Connector Service checks an ODBC compliant database at regular intervals for SMS messages to be sent (outgoing SMS). This is not an actual module.
Modules can be subdivided into two groups: core modules and operational modules. •
Core modules are always required and they can be installed only once. The DS module, the WEB module and the LIC module are core modules. Also the Global Settings are defined here. Here you can define all necessary connections of your module instances for your VCC. There are three such core modules because the VCC allows to split the core installation (i.e. the 3 core modules) over different machines. E.g. create a database cluster for the datastore module and install the web center module on a central web server in the company’s intranet. Of course, you can install all three of these core modules on the same machine for limited size installations.
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Introduction
Operational modules are only required to fulfill particular needs and they can be installed zero or several times.
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Datastore An instance of the datastore module is the first module that has to be installed for every Voxtron Communication Center. All other instances point to it to join a particular installation.
Datastore structure In the datastore five types of data are stored: •
Configuration and administration information This is all the configuration and administration data of most of the modules
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Operational data This data is temporarily stored in the datastore by a certain module. This data is only of interest to the module instance using it. This data is volatile, i.e. it will be removed after a certain time. It is ‘content data’ that comes with the processed contacts, such as recordings, faxes, emails and attachments and it is stored in the Filestore.
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Dashboard data The datastore constitutes a centralized location for dashboarding for the different instances.
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Historical (statistical) data This is the data used for historical reporting (contact center statistical information) stored in the Warehouse All the above described information (data), however, is not stored into one single database; there are two cooperating databases:
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Voxtron10 database
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Voxtron10_warehouse database
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FileStore
Introduction
Voxtron Communication Center
The difference between these 2 databases is best explained through an example: The Contact Center handling a call uses administration information (users, skills, contact code, …) and configuration information (routing options) and generates a limited set of operational data while doing so. This all resides in the Voxtron10 database. During the call, some data moves to the Voxtron10_warehouse database for dashboarding purposes (dashboard data). At the end of the call, the historical data in the warehouse is updated.
Filestore Here items like faxes, recordings emails and attachments are kept for easy access by the Contact Explorer.
Instances The VCC can consist of several modules. Some of these modules (the "regular modules" (see above)) can be installed several times. Each time such a module is installed we have an instance of that module. Introduction
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Voxtron Communication Center Every module instance is indentified by a Global Unique Identifier (GUID). This GUID is needed a startup of the VCC because more than one instance of a module can be installed. This GUID is used to discriminate between the different instances of one module.
Note: Consequently, at all times, core modules will only have one instance.
Packages The use of packages (installation per module) has the advantage that you can only install the packages you need at a certain stage in your VCC. This means that there is no need to run an extensive all in one setup and you can modify your VCC as the needs arise.
Installation Installation in VCC terminology, refers to a combination of the three core modules with all other instances that connect to them. Those instances belong to a particular VCC Installation because they point to the datastore of that installation. The main characteristics of one installation are: •
All data of the different instances is stored in the same datastore
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All instances are configured and administrated via the web center module of that installation
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All instances use the same license server and license management
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Consolidated statistics over different instances are possible
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Custom applications can connect to this datastore and use information of all instances.
A multiple installation has several cores installed. Multiple installations work independently from each other and their cores must be installed on different machines. Consequently, such multiple installations will mainly be used in large companies with independent business units. In other cases, one installation with multiple instances is always almost preferable and will considerably ease administration and configuration.
Example installations Take a company where they have three departments: Sales, Support and Administration.
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Introduction
Voxtron Communication Center The first two need a contact center solution for inbound calls, the third one only needs an IVR for the purpose of a central, custom made fax solution. Finally, assume support is also done via email.
Three separate VCC installations Three separate Voxtron Communication Center installations would mean the following system layout: • For Sales we have the core instances in combination with a contact center instance, a CTI instance and an IVR instance •
For Support we have an equal setup as for Sales, but with an additional EMR (e-mail routing) instance
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For Administration, we only have the core and one IVR instance.
Although this is a possibility, there are some serious disadvantages to this setup: • User administration at the core level must be done three times; there will be an abundance of accounts (see the paragraph on user access in the web center) and if there is only one IT department, most of these accounts will be for the same people •
Three cores have to be maintained, and although maintenance is limited for licensing and web, it can be significant for the datastores
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Since the cores must be installed on different machines, the number of servers will be extensive
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There is no possibility to get consolidated information for all three departments.
One VCC installation, several module instances The flexibility provided by one platform consisting out of multiple modules offers a lot of flexibility while providing easy management at the same time.
Note: The architecture of course depends on the particular situation. If the departments are really “separate”, choosing for one VCC installation with several modules instances might be undesirable. The architecture is to be studied case-by-case.
Introduction
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This setup has following advantages: • All instances can be managed using one single Web Center. In the previous setup, there were three Web Centers and dependent on the instance to be changed, one had to pick the corresponding web center. •
There is only one user administration. It is perfectly feasible to define different user accounts for administration and configuration that are limited to a specific list of instances.
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There is only one datastore One database means only one database server to maintain. This means that the three servers needed for the previous architecture, could be replaced by one cluster (for example), which would immediately provide redundancy for all three departments. This cluster can then also be used for other instances to have an equally redundant setup.
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When the application is well designed, the different IVR instances can be easily used to provide redundancy for the different departments.
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A centrally managed CTI can connect to the PBX. In the previous architecture, three CTI services had to be maintained and connected to the PBX.
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Custom reports can be created to get consolidated statistical information on all three departments.
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Customized applications can combine information in the datastore, gathering data for and from all departments.
Access rights and OLA Access to the administrative objects in the Web Center is controlled by the Object Level Authorization principle. It allows fine grained control over who can perform which administrative tasks.
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Introduction
Voxtron Communication Center
It is mainly based on two concepts: • Role A role defines which actions are allowed on which type of administrative objects. For example, the right to view and modify skills. •
Profile A profile combines one or more roles with a set of administrative objects on which the actions in the role are allowed. For example, the role to view and modify skills with a number of specific skill instances.
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Voxtron Communication Center
INSTALLATION The installation of the Voxtron Communication Center can be split up in to three procedures: • Server installation •
Client installation
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Module update list
Note: If you want to install the ICC module, you should be aware that a number of installation actions have to be performed on the Innovaphone PBX and not through this VCC installation procedure. Refer to ICC installation on the PBX-side, on page I-32.
Server Installation The Voxtron Communication Center can be installed from the web (http://deploy.voxtron.com) or from a DVD. Here the installation from the web is described (the installation from DVD is similar).
System requirements You can find the client system requirements on the technical section in the Voxtron partner site. If you don’t have access, please contact your local sales company.
Deploy The Voxtron deploy site (http://deploy14.voxtron.com) is the starting point for each server installation. Your Email and Password to use are the same as the ones for the Voxtron Partner Site.
Installation
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Voxtron Communication Center
For Client installation, go to page I-25. For the Module list, go to page I-30. Scrolling down leads you to the following overview
Check the list and install where necessary.
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Introduction
Voxtron Communication Center
Note: On Windows Server 2008 R2 it is better to add the Application Server to properly install .NET 4.5 on the server:
Click Add Roles:
Click Add Required Features and select Application Server
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Click Next a few times until you come to the final Add Roles Wizard window:
Click Close. Now you are guided to the preparation of your SQL Server to install the Voxtron Communication Center Datastore by scrolling down the page.
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Voxtron Communication Center
The Web Center module needs SQL server to be installed, so following prerequisites should be met:
Now, you are invited to download the Installation Center by clicking on the link Download Installation Center: Installation
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Installation Center After having completed the deployment procedure you finally have come to the Installation Center which will guide you through the installation of different module instances and provide installation advise. When the Installation Center is started for the first time in a new installation, you will get two warning messages:
You should click Yes in order to set the SQL server settings for the datastore.
Note: If you choose not to set the the SQL server settings for the datastore and click No, you can always configure them in a later stage by clicking the Tools bar and selecting SQL Connection Manager. The SQL Connection Manager allows you to set the SQL Server properties (instance, user name and password) for the Datastore (refer to pages I-1 and I-4) and the Warehouse (refer to page I-4). If the warehouse is installed on the same SQL server as the datastore, you can use the same properties.
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Voxtron Communication Center
Note: If your SQL Server does not have an instance, enter (local) or .. Now you will get a second warning message informing you that no packages (refer to page I-6) are available:
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You should click Yes in order to start the package manager.
Note: If you choose not to start the package manager and click No, you can always start in a later stage by clicking the Tools bar and selecting Package Manager. Now, you will get a warning that the datastore module is not yet installed:
Before you can go through with the installation of any of the modules, first the 3 core modules (refer to page I-3), starting with the Datastore Module. There are always three ways to install a module (package):
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Voxtron Communication Center
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Via the Installation overview bar (see above). Click on Install… to start the Installation wizard. (refer to the first two screen captures on page I-19)
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Via the System overview bar. Click on Add a new instance or module… . If the package is not yet available on the local server, the installation center will ask you to start the package manager: – Here you can either click Yes. the package manager will open the download page where you can download the packages concerned. – Or click No. the installation center will start the Installation wizard.
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Via the Tools bar. Click on Package Manager. Select the package concerned and click in Install… to start the Installation wizard.
After you have chosen one of the three ways to install a module (here, the datastore module), you will get an Installation wizard window inviting you to enter an instance Name, Display name (name you will get to see in the web center) and a Description for the instance concerned:
Installation
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If you click Next, you will get an Installation summary you can verify before you go through with the installation of the module concerned:
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Voxtron Communication Center
Click on Install… and the module concerned (here, the Datastore) will be installed. At the end of the installation of the concerned module, the Installation wizard will show the result of the installation.
Installation
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Note: If a problem has occurred during the installation of a module, you can always click on View setup log file to trace and solve the problem. After the installation of a package is finished (“Package installed” appears in the Installation wizard window), you should click on the System overview bar: Service stopped will appear in red. You should click on the play button to start the service. If you now go to the Installation overview, you will be warned that the “Web center module” and the “License server module” are not installed yet. These are another two core modules that should be installed before you can go through with the installation of any other regular modules (refer to page I-3). Their installation and the installation of any other regular modules is similar to the installation of the Datastore module that is documented from page I-18 onwards to this point.
Installation Center bars By clicking on the arrow items: •
Installation overview
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System overview
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Documentation
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Tools
in the title bar, you can get access to 4 menu
Installation overview vs. System overview During the server installation, you can at all times consult the progress of the packages (module instances) you installed and where you have installed them. I.e. locally (on the system you are doing the installation) or in a distributed way (the instance module has been installed on a system different from the one you are doing the installation on). So, while an Installation overview gives a picture of the total installation (possibly spread over several systems), the System overview only shows the locally installed module instances (or the list of packages stored on your local server on which the Installation Center is running).
Documentation Here you can find a list of available documentation sources consisting of links to Voxtron websites and product documentation.
Tools The Tools | Package Manager contains a Packages tab, an Extensions tab and a 3rd Party tab. While the Packages tab contains the module instances you can download, the Extensions tab contains the possible “extensions” to those packages. I-22
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Voxtron Communication Center Before you can install any extensions to a package, you should first have installed that particular package. The IVR module for example, contains several extensions: Language packs: These contain the speech files for the different languages. Quite a number of languages (next to the default American English) can be installed via Tools | Packet Manager, Extension tab. IVR to CC Plug-In Pack: install the IVR to CC Plug-In Pack for the IVR integration with the Contact Center. This package also contains the most commonly used IVR plug-ins. All web pages: (contact information pages, fax pages, email interaction pages, email management pages, web chat conversation pages) have to be added to their respective modules through extensions. These modules are CC90, ERM90 and WCS11. During the installation of the web page extensions, several popwindows will appear displaying the correct URLs that have to be used for the configuration of the respective modules in the Web Center. Only the correct server address will have to be added.
Note: Copy these URLs while the pop-up window is displayed (press Ctrl-c) and to have them at hand when configuring the modules in the Web Center. The 3rd Party tab contains 3rd party software packages that can be downloaded and launched from here. The Tools | SQL Connection Manager contains the default SQL settings of the SQL server where the datastore resides. The Tools | Configuration allows selecting the Show Advanced options through which you can access a Duplicate button that can be used if you want to duplicate a module instance. By selecting this Show Advanced options, the Actions menu in the System overview will contain the extra menu item (next to Uninstall and Update) Open Directory through which you can open the folder where the module concerned has been installed. The menu item Change SQL Connection... will see to it that the module (service) concerned will get the new SQL settings. With the Tools | Data Collector Tool all relevant information concerning your VCC installation will be collected in a zip file which you need when generating support tickets. The Tools | Data Collector Mini Tool Installation
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Voxtron Communication Center The Tools | Password encryptor allows you to encrypt a password. At some locations in the VCC configuration you have to use an encrypted password.
After installation, your System overview will look something like this:
Per module, you have an Actions expandable menu containing an Uninstall and Update link, allowing you to respectively uninstall and update that particular module. The Open Directory link will only appear if you have previously selected Show advanced options via Tools | Configuration.
Note: For the core modules (refer to I-3), the Uninstall link will only be available if if you have previously selected Show advanced options via Tools | Configuration. For the operational modules (refer to I-3), the Uninstall link is present by default. If you have uninstalled all modules, and the Datastore (DS) is the last (core) module to uninstall (i.e. there are no modules active anymore), you will get an Uninstall Instance dialog window with a Delete installation from database check box. Only after selecting this check box, and affirming the consecutive confirmation pop-up window, will the uninstallation be complete. I-24
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Security token configuration on VCC server The security token is part of the VCC Web Center module. It is installed together with the VCC Web Center. As it is not enabled by default, it needs to be enabled before use.
Note: Be aware that every new update of the VCC Web Center module will require security token configuration again. The configuration of the security token feature is placed in the Web.config file of VCC Web center module. Typical Web.config file location: C:\Program Files (x86)\Voxtron\VCC\Instances\
\VccWebCenter\Web.config The security token configuration has following configuration parameters:
Configuration parameter EnableSecurityTokens SecurityTokenInterval SecurityTokenDeepLinkInterval EnableSecurityTokenLogging
Default value false 180 480 true
Description Enable or disable security token feature Token expiration time in seconds Token expiration time in minutes for deeper links from original page. 0 means the same as SecurityTokenInterval. Enable or disable collecting of security token logs
Example of security token configuration:
Client Installation The Client can be installed from the web (http://deploy14.voxtron.com) or from a DVD. Here the installation from the web is described (the installation from DVD is similar).
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System requirements You can find the client system requirements on the technical section in the Voxtron partner site. If you don’t have access, please contact your local sales company.
Deploy The Voxtron deploy site (http://deploy14.voxtron.com) contains the prerequisites for the client setup and the latest version of the client software in different packages. •
A local installation is possible of a distribution of MSI via Group Policy Objects (GPO)
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Partial installations are also possible (e.g. no fax driver)
Click on Client installation and a list of the supported client operating systems will be displayed:
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Scroll down and a list of system prerequisites will be displayed. Scroll further down and a new window will appear from which you can download one of the client packages (in English or German):
Installation
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Voxtron Client (Full): containing the Voxtron Client, - Fax printer driver - 1st Party TAPI driver - Group Policy distribution package (Use this policy for the installation of a large number of Voxtron Clients) - Group Policy documentation
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Voxtron Client: containing the Voxtron Client without the fax printer driver
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Voxtron Client Bridge for MS Lync
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Voxtron SIP Phone
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Click on the Download link next to the Voxtron Client version you want to install and a Client Installation wizard will start guiding you through the rest of the Voxtron Client installation.
Note: The screenshots below may differ depending on the edition you have chosen.
First, select your installation language and click on OK.
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Installation
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Clicking the Next button a number of times subsequently, will lead you to the final Installation window where you should click the Finish button:
Module update list Clicking on the Module list button (refer to page I-26), will give you a kind of release note overview.
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Security token use in Voxtron Client or Web Client When enabled the security token feature empowers different kinds of VCC Web center web pages to be opened in a secured way. Primarily, this means preventing anonymous and not authorized access to web pages that can open as customized tab rule URL on Voxtron Client or Web Client. In general, the security token phrase &vcc_auth_token={vcc_auth_token}should be added to the end of every customized tab rule URL in the following way: http://www.myServer.com/serivceObject?{parameter_list}&vcc_auth_token={vcc_aut h_token}
Examples: Customized tab rule URL to open Campaign explorer query view http://10.108.20.27/VccWebCenter/CampaignQuery/?UserId={UserId}& queryid=9&vcc_auth_token={vcc_auth_token} Customized tab rule URL to open Contact explorer query view http://10.108.20.27/VccWebCenter/ContactQuery/?UserId={UserId}&qu eryid=1176&vcc_auth_token={vcc_auth_token}
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ICC installation on the PBX-side This installation consists of three major steps: • Preparation of the vm.xml file •
Copy of resources to the PBX
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Creation of Voicemail Object
Preparation of the vm.xml file As the ICC functions based on a special VoiceMail object in the Innovaphone PBX, it must be copied to the PBX compact flash card. Also all speech files that are needed in the call flow have to be copied. You can find this vm.xml file in the ICC installation folder. Before uploading this file to the PBX (/drive/cf0), you must first edit it so that it matches your installation: 1. Replace http://10.0.4.53:8080 with the correct IP and Port for your ICC module I-32
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Voxtron Communication Center 2. In the tag , replace the value '9001' with the number of your voicemail object you are going to install this script on 3. In the tag , replace the value '4301.g711a' with the name of your general technical error speech file.
Copy of resources to the PBX •
The vm.xml file should be installed on the drive/cf0 path on the PBX. This is a WebDav server and requires special software to access: CarotDAV. This is freeware and can be found on http://rei.to/carotdav_en.html.
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Speech files should be placed on an /Audio subpath from the vm.xml. So if you copy the vm.xml file to drive/cf0/vm.xml, your audio files should be located in the folder /drive/cf0/Audio/x200.g711a
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Audio files supplied with this file are conversions from the IVR module standard speech files: – 4301.g711a: "A technical error has occurred..." – 4305.g711a: "Sorry, the contact Center is closed..." – 4307.g711a: "Welcome to..." – x200.g711a: Voxtron waiting music
Note: Instructions for creating your own speech files can be found in the reference manual. Refer to PART THREE: IVR DEVELOPER'S GUIDE, section Creating Voice Prompts.
Creation of Voicemail object Go to the PBX management site and select PBX > Objects. Now create a voicemail object like you would a user (select “voicemail” from the drop-downlist left of new). In the General tab page, fill in the information as for a normal extension. Select the Voicemail tab page. In the "Script URL" edit box, fill in the URL for the vm.xml. If you placed the file at /drive/cf0/vm.xml, the URL should be http://127.0.0.1/drive/cf0/vm.xml?$_pbxfwd=true&$_trace=123 The querystring ?$_pbxfwd=true&$_trace=123 is optional: it adds debugging information to the normal Innovaphone diagnostic traces. Also select the Trace check box. Installation
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Note: If you used the trace options (see above), you can access the debug logging using the PBX Maintenance > Diagnostics > Tracing > trace (continuous) page.
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LICENSING When ordering a VCC, the contacted sales person will provide a USB dongle that is needed for the license files holding the purchased modules and interactions. You need the USB dongle and license file(s) to run your VCC after having installed it. The license file and USB dongle constitute a unique combination needed to run your VCC. Through the LIC10 license module (which is a core module and can occur only once per VCC installation) on the Web Center, centralized license management can be performed by the VCC administrator. License information is stored in the datastore and will be retrieved by the license server at startup.
Licensing
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PART TWO MODULES
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CONTACT CENTER MODULE (CC91) Introduction Via the Web Center you can configure the Contact Center module. This configuration mainly consists of: • Adding, modifying and deleting users (individually or through a template), teams, skills, queues, contact codes and pause reasons to or from the contact center •
Controlling access of particular CC users to administration objects in the Web Center by using profiles and roles
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Applying user specific settings
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Defining (advanced) routing strategies for the contacts
Profiles Preliminary note: Before discussing profiles in the contact center, it is more appropriate to first tackle roles (see below). A role bundles a particular group of access rights and as such creates a kind of access level. These access levels can correspond with employee levels in a company. A profile (e.g. “team leader”) is assigned to a contact center user. This profile groups one or more roles with a number of objects. Bluntly stated, a profile defines what and/or who you can see in the Web Center and a role defines what you can do with what and/or who you can see in the Web Center. All these concepts will subsequently become clear.
Roles The roles are used to define access control of users and prevent having to handle individual security management. The roles of the Contact Center are managed in CC91 | Roles. The administrator can add, duplicate, modify or delete roles.
Contact Center Module (CC91)
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New (Add new role) Click the Add new role button ( Adding (or modifying (
) to add a new role to the contact center.
) a role brings up the role details screen:
Adding (or modifying) a role brings up the role details screen.
General In the Name edit field enter the name of the role. This name is mandatory and should be unique.
Access rights Here you can define the access rights for each type of object.
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Note: The object list and access rights in this example screenshot may not be complete and merely serve as an example visual representation.
Contact Center Module (CC91)
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The table below lists all possible access rights with their meanings: Name
Description
View
The user can see the objects of this type that are part of the profile. For a report, the view permission is actually the same as the generate permission. View rights means the object is visible in the list, and also the details view is visible (but read only!). If the user does not have view permissions on that type of objects, the corresponding menu item is hidden. Note:
A user might not have view access rights on all of the objects of a particular type, which could lead to a problem when creating a new object with a name that already exists but he/she cannot see or manage. For example, the skill name is unique, so it cannot be created twice, even if a user does not see the other instance. When this happens, a warning will be displayed to the user: An object with the same name already exists but is currently not visible for you. Please use another name.
II-4
Create
The user can create new objects of this type, or can duplicate existing objects. If the user has the create right, the view and modify access rights are also automatically assigned, and those rights cannot be unselected then (selected and disabled).
Modify
The user can modify objects of this type that are part of the profile. If the user has the modify right, the view right is also automatically assigned and cannot be unselected (is disabled).
Delete
The user can delete objects of this type that are part of the profile. If the user has the delete right, the view, create and modify access rights are also automatically assigned and cannot be unselected (controls are disabled).
Manage
The user can manage these objects, which means add, modify, remove or change them.
Modules
Voxtron Communication Center
Note:
This is specific for administration and configuration parts of a module. Approve
The user can approve mails for the mailboxes that are part of the profile. Note:
This access right is very specific for ERM mailboxes Reporting
The user can see these objects when working with reports
Dashboard
The user can see these objects when working with dashboards
Contact explorer
The user can see these objects when working with the contact explorer
Content
The content permission is a special permission that defines access to contact content (e.g. the recording, emails, …) that is handled by that user. E.g. a team leader can have content access right for all the users of his/her team, so that he/she can access the recordings for those users in the contact explorer.
Default queue
The user can define the default queue
The table below lists all object types and their possible corresponding access rights.
Note:
Modify
Delete
Reporting
Dashboard
Contact explorer
Content
Profiles
X
X
X
X
Roles
X
X
X
X
Users
X
X
X
X
X
X
X
X
Teams
X
X
X
X
X
X
X
Contact Center Module (CC91)
Default queue
Create
Contact center
Approve
Object
Manage
Module
View
Object types are part of a particular module type.
II-5
Voxtron Communication Center
Reporting
Contact explorer
Templates
X
X
X
X
Skills
X
X
X
X
X
X
X
Queues
X
X
X
X
X
X
X
Contact codes
X
X
X
X
X
X
X
Pause reasons
X
X
X
X
X
X
X
Cover sheets
X
X
X
X
Administration
X
X
Configuration
X
X
Agent reports
X
X
X
X
Contact code reports
X
X
X
X
Custom reports
X
X
X
X
Define custom reports
X
General reports
X
X
X
X
Login reports
X
X
X
X
Queue reports
X
X
X
X
Skill reports
X
X
X
X
Team reports
X
X
X
X
Campaign Reports
X
X
X
X
ERM reports
X
X
X
X
IVR reports
X
X
X
X
II-6
X
Ad hoc queries Personal queries
X
X X
X
X
X
Modules
Voxtron Communication Center
Shared queries
X
X
X
X
Impersonal contacts Dashboard
Dashboard management
X X
X
X
X
Other VCC modules
Dialer
ERM
X
X
SQL parameters
X
X
X
X
X
Custom parameters
X
X
X
X
X
Calculated parameters
X
X
X
X
X
Configuration
X
Campaign management
X
Administration
X
X
Configuration
X
X
Emails
X
X
X
X
Mailboxes
X
X
X
X
Administration
X
X
Configuration
X
X
X X
X
X
X
X
X
X
X
X
X
Note: The Administration and Configuration object in the list (e.g. for contact center) are not “real objects” as Skills are, but only indicate whether or not the user has access to the administration and configuration menu item in the Web Center for that particular module. For example, if a user has the view permission on the Administration object of a contact center, he/she is allowed to change (all) administration settings of the contact center he/she belongs to. The same goes for the configuration.
Contact Center Module (CC91)
II-7
Voxtron Communication Center
Modify Click on the Modify button at the left from an existing role to modify the properties of the role in the Modify role dialog window (refer to page II-2).
Duplicate Click on the Duplicate button duplicate the role.
at the left from an existing role to
The following dialog window appears, where you should fill in the name and click the OK button.
In this way you have created a new role without having to go through all the tab pages of the Add new role window.
Delete Click on the Delete button role.
at the left from an existing role to delete the
The following dialog window appears, asking you to confirm your decision by clicking the OK button.
Note: Roles cannot be deleted as long as they are part of at least one profile.
Initial roles The initial roles are the roles present in the Contact Center and they are similar to the access levels that were used in the previous versions of the VCC. II-8
Modules
Voxtron Communication Center It is of course the intention you create roles and profiles reflecting your organization. The initial roles for the Contact Center modules are: • Administrator all rights • Team Leader Has the same rights as an agent plus the additional rights to manage the agents in the Client Interface and to manage the statistics in the Statistics Interface. Next to this, the team leader can also perform look-up operations on webchats and faxes of his team members and adjust their skills • Agent no rights For the non-CC modules, the rights have to be reviewed and upgraded manually. The profiles are defined and managed CC91 | Profiles. The administrator can add (create), duplicate, modify or delete profiles.
New (Add new profile) Click the Add new profile button ( Adding (or modifying (
Contact Center Module (CC91)
) to add a new profile to the contact center.
) a profile brings up the profile details screen:
II-9
Voxtron Communication Center
General In the Name edit field enter the name of the profile. This name is mandatory and should be unique. In the Roles edit field select the check boxes (roles) that are applicable for the profile. If more than one role is assigned, the user gets all access rights pertaining to the different roles that have been assigned to this profile.
Note: Each profile must at least have one role assigned. The other tab sheets all represent a type of object in the contact center. I.e. a contact center user can never have access to objects of other contact center instances. There are, however, five tab sheets for objects that are not part of a contact center module: • Reporting. Refer to page II-16 • Dashboards. Refer to page II-17 • Contact explorer. Refer to page II-18 • Dialer. Refer to page II-20 • ERM. Refer to page II-20
Note: The access control mechanism (using profiles and roles) is applicable to all objects of the contact center at all times. I.e. a user is not able to see a particular object if he/she is not able to see all related objects. For example, “user x” can only see a particular contact center “user y” if “user x” has at least view rights on all skills of “user y” and all queues assigned to “user y”. It also implies that the Web Center will enforce some kind of hierarchy, by generating warnings and error messages. For example, if the Web Center administrator configures a “profile P”, it will be checked whether “profile P” also has access to all the skills (and possibly other related objects) that are assigned to “user x”.
II-10
Modules
Voxtron Communication Center
Roles
Here you can decide what roles you will be able to handle with that particular profile (possibly view/create/modify/duplicate/generate/remove; previously defined in the roles) in the Web Center: • All roles belonging to that contact center instance Typical for the so called administrator role • Only your own role Typical for the so called agent role • Specific roles (that you can select from the list of contact center roles after first having selected the appropriate option)
Profiles
Here you can decide what profiles you will be able to handle with that particular profile (possibly view/create/modify/duplicate/generate/remove; previously defined in the roles) in the Web Center: • All profiles belonging to that contact center instance Typical for the so called administrator role • Only your own profile Typical for the so called agent role Contact Center Module (CC91)
II-11
Voxtron Communication Center
•
Specific profiles (that you can select from the list of contact center profiles after first having selected the appropriate option)
Users
Here you can decide what users you will be able to handle with that particular profile (possibly view/create/modify/duplicate/generate/remove; previously defined in the roles) in the Web Center: • All users belonging to that contact center instance Typical for the so called administrator role • Only users of the same team(s) you belong to Typical for the so called team leader role • Only yourself Typical for the so called agent role • Specific users (that you can select from the list of contact center users after first having selected the appropriate option) The following example may clarify the concept: Role: modify user Profile: only himself This means that when user log on to the Web Center, he/she can only change his/her settings. However, it also implies that role (view) and profile for related objects (e.g. skills) must also be set correctly.
II-12
Modules
Voxtron Communication Center
Templates
Here you can decide what templates you will be able to handle with that particular profile (possibly view/create/modify/duplicate/generate/remove; previously defined in the roles) in the Web Center: • All templates belonging to that contact center instance Typical for the so called administrator role • Only your own template Typical for the so called agent role • Specific templates (that you can select from the list of contact center templates after first having selected the appropriate option)
Teams
Here you can decide what teams you will be able to handle with that particular profile (possibly view/create/modify/duplicate/generate/remove; previously defined in the roles) in the Web Center: • All teams belonging to that contact center instance Typical for the so called administrator role • Only your own team Typical for the so called agent role • Specific teams (that you can select from the list of contact center teams after first having selected the appropriate option) Contact Center Module (CC91)
II-13
Voxtron Communication Center
Skills
Here you can decide what skills you will be able to handle with that particular profile (possibly view/create/modify/duplicate/generate/remove; previously defined in the roles) in the Web Center: • All skills belonging to that contact center instance Typical for the so called administrator role • Only your own skills Typical for the so called agent role • Specific skills (that you can select from the list of contact center skills after first having selected the appropriate option)
Queues
Here you can decide what queues you will be able to handle with that particular profile (possibly view/create/modify/duplicate/generate/remove; previously defined in the roles) in the Web Center: • All queues belonging to that contact center instance Typical for the so called administrator role • Only your own queues Typical for the so called agent role • Specific queues (that you can select from the list of contact center queues after first having selected the appropriate option)
II-14
Modules
Voxtron Communication Center
Contact codes
Here you can decide what contact codes you will be able to handle with that particular profile (possibly view/create/modify/duplicate/generate/remove; previously defined in the roles) in the Web Center: • All contact codes belonging to that contact center instance Typical for the so called administrator role • Specific contact codes (that you can select from the list of contact center contact codes after first having selected the appropriate option)
Pause reasons
Here you can decide what pause reasons you will be able to handle with that particular profile (possibly view/create/modify/duplicate/generate/remove; previously defined in the roles) in the Web Center: • All pause reasons belonging to that contact center instance Typical for the so called administrator role • Specific pause reasons (that you can select from the list of contact center pause reasons after first having selected the appropriate option)
Contact Center Module (CC91)
II-15
Voxtron Communication Center
Cover sheets
Here you can decide what cover sheets you will be able to handle with that particular profile (possibly view/create/modify/duplicate/generate/remove; previously defined in the roles) in the Web Center: • All cover sheets belonging to that contact center instance Typical for the so called administrator role • Specific cover sheets (that you can select from the list of contact center contact codes after first having selected the appropriate option)
Reporting Here you can decide per type of report which reports the role (within this profile) has access to.
A report is always related to a particular contact center (except the custom reports, where content cannot be controlled by rules), and a user will only see the list of reports related to his/her contact center and that he/she is able to view via the profile settings. I.e. if the user has the create permission, he/she can make new reports of this type. On the report itself the Profiles tab will list the profiles that have access to this report. Refer to REPORTING | Agent reports on page II-361.
II-16
Modules
Voxtron Communication Center
Here only profiles will be displayed for which: • • •
the view access right (in one of its roles) for the specific report type is set the uses who are making the reports have permission to see reporting access rights on ALL the different objects that make up the report! (skills, queues, …) are set
Note: For custom reports, creation of definitions is defined in the access rights of the role. When a definition of a custom report definition is made, a profiles tab will define which profiles can use this definition. When a report is made based on a custom report definition, the user will only see the definitions he/she is allowed to see via its profile. In the permissions tab of that particular report will only be those profiles shown that have at least the view custom report definition right.
Dashboards Here you can decide which dashboards the role (within this profile) has access to. A dashboard is always related to a particular contact center, and a user will only see the dashboards related to his/her contact center and that he/she is able to view via the profile settings. Also the other VCC modules that are not contact center modules are listed in the profile and determine whether a user has access to the dashboard parameters of that module.
Contact Center Module (CC91)
II-17
Voxtron Communication Center
On the dashboard itself the Profiles tab page will list the profiles that have access to this dashboard. Refer to Dashboards, Add a new dashboard, on page II-305. For contact center users, the list of possible profiles is determined by the selected dashboard service, and will only contain profiles of the contact center that the user belongs to. For web center users, who are not subject to object level authorization (access rights), this is completely different. A web center user can thus by definition see always all dashboards in the dashboard overview, and select any of the installed dashboard services, which means that he/she will be able to select any profile in the profiles configuration part. This, however, does not mean that the users of that specific profile of that specific contact center will be able to see the dashboard, because as soon as the web center user selects parameters from multiple contact centers, it is impossible for a contact center user to see it.
Contact explorer Here you can decide which queries the role (within this profile) has access to.
II-18
Modules
Voxtron Communication Center
A query is always related to a particular contact center, and a user will only see the queries related to his/her contact center and that he/she is able to view via the profile settings. On the Contact Explorer (Contact explorer | Contact explorer, Profiles tab page) the Profiles tab will list the profiles that have access to this contact explorer.
Contact Center Module (CC91)
II-19
Voxtron Communication Center
Dialer Profile configuration for the dialer
There can be more than one dialer module installed in a VCC installation, and one contact center can be fed by multiple dialers. On a per dialer instance basis (Instance name column), you can select the campaigns that are part of the profile (Objects column). All campaigns means the campaigns that are part of that particular dialer instance AND linked to this contact center.
Role configuration for a specific campaign For the the tab
each campaign in the dialer’s campaign management, the user can add different profiles of the contact center that this campaign points to in Profiles tab page. Refer to DIAL12 | Campaign management, Profiles page on page II-539.
ERM Here you can decide which profiles have access to which mailboxes that belong to a certain ERM instance. Of course, the list only holds the mailboxes linked to the contact center where the profile is part of. The Instance object means the profile has access to the instance mail server administration and configuration, IF THAT PROFILE HAS THE NECESSARY ACCESS RIGHTS set via one of its roles. The All mailboxes object constitutes in in fact all mailboxes that are assigned to the contact center.
II-20
Modules
Voxtron Communication Center
Modify Click on the Modify button at the left from an existing profile to modify the properties of the profile in the Modify profile dialog window (refer to page II-9).
Duplicate Click on the Duplicate button profile.
at the left from an existing profile to duplicate the
The following dialog window appears, where you should fill in the necessary fields and click the OK button.
In this way you have created a new role without having to go through all the tab pages of the Add new profile window.
Delete A profile can only be deleted if there are no users having that profile.
Initial profiles The initial profiles are the profiles (with their roles) present in the Contact Center and they are similar the access levels that were used in the previous versions of the Contact Center Module (CC91)
II-21
Voxtron Communication Center VCC. It is of course the intention you create roles and profiles reflecting your organization. •
Global Administrator:
•
Global Team Leader:
•
Gobal Agent:
all object assigned AND the default administrator role no objects assigned, except in the Users tab (refer to page II-12), the “team” collection and in the Team tab (refer to page II-13), the “own” collection AND the default team leader role no objects assigned AND the default agent role
This means that after upgrade, the users that were of type agent, will get the Global Agent profile assigned, the team leaders get the Global Team Leader profile and the administrators the Global Administrator profile.
Users The users of the Contact Center are managed in CC91 | Users. Depending on his/her access rights, a user can add, duplicate, modify or delete users. Refer to page II-3.
Note: The column AD (Active Directory) cannot be configured by clicking the New, Modify or Duplicate button. Whether the check boxes in that column are selected or not, completely depends on the settings in CC91 | Configuration | Active directory on page II-121.
New Click the New button to add a new user to the contact center. II-22
Modules
Voxtron Communication Center Enter the user properties in the up to nine tab sheets that will be discussed subsequently:
Preliminary note: If a user is assigned to a user template all the settings in the below described tab pages are defined by the user template. Refer to page II-53. •
Personal
•
Permissions
•
Skills
•
Queues
•
Activity monitor
•
Waiting monitor
•
Voxtron Client
•
Lync & Skype for Business
•
News ticker
•
Direct fax
•
Profiles
Personal
User name Please enter the user name, which is also to be used in the system. AD user Active Directory user. Contact Center Module (CC91)
II-23
Voxtron Communication Center You will only be able to select this check box when the user belongs to a synchronized AD group (otherwise it is dimmed). Refer to CC91 | Configuration settings | Active Directory on page II-121. All AD synchronized users can use Single Sign On in the Voxtron Client. I.e. the Voxtron Client will use the Windows credentials to authenticate itself (no password is needed). Use password You can allocate a password for the user. Password (repeated) Here you can confirm the password. First name and Last name Enter the user's first name and surname in the respective fields. Email Here you can enter the e-mail address of the agent. Personnel number If you wish, you can enter the employee's personnel number. Login ID Here you can enter the Login ID of the agent. Wrap-up time factor (%) The Wrap-up time for an agent = standard wrap-up time * wrap-up time factor. Profile Select the profile you want to assign to the user from the drop-down list. Profiles (and accompanying roles) have been previously defined in CC91 | Profiles. Refer to page II-9. Template When a template has been applied to this user (by selecting the concerned template from the drop-downlist), all the tab pages and their contents will appear dimmed. Also Profile, Team and Wrap-up time factor (%) will appear dimmed (not editable). No template When a template has been applied to this user, you can detach this person by selecting No template from the accompanying drop-down list. I.e. the concerned user will retain his/her template settings, but a user with the appropriate access rights will be able to change this individual user's settings. You will be asked to confirm or cancel this decision by either clicking Yes or No button.
II-24
Modules
Voxtron Communication Center
Note: The before mentioned user with the appropriate access rights should be aware that template modifications will of course no longer apply to the user that has been detached from the template. Teams You can assign one or multiple teams to one user. You will only be able to assign a user to a team that has already been created in the Teams menu (CC91 | Teams, refer to page II-100). Click the Ok button to confirm your changes.
Contact Center Module (CC91)
II-25
Voxtron Communication Center
Permissions
II-26
Modules
Voxtron Communication Center
Note: It can be possible that all the settings in the Permissions tab page can no longer be altered because they have been defined previously in a template. Refer to CC91 | User templates | General on page II54.
General Enable conversation indicaton By selecting this check box the conversation duration will be displayed (progress bar and time indication) in the Voxtron Client main window of this particular agent. Agent can adjust wrap-up time By first selecting this check box you can decide whether this agent can interrupt the wrap-up (put in pause) or extend it. Agent can pause wrap-up time By selecting this check box you can interrupt the wrap-up (put in pause) per agent. Agent can extend wrap-up time By selecting this check box you can extend the wrap-up (put in pause) per agent. Enable activity monitor Contact Center Module (CC91)
II-27
Voxtron Communication Center By selecting this check box, this particular user will get to see the actual client window and be able to consult the activity monitor. Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Activity Monitor. Allow email out toolbar By selecting this check box, this particular agent will have 2 Email out buttons appearing in the client window. Enable waiting monitor By selecting this check box, this particular user will get to see the actual client window and be able to consult the waiting monitor. Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Waiting Monitor. Allow phone toolbar By selecting this check box, this particular agent will have Phone buttons appearing in the client window. Enable call journal Only if the Allow phone toolbar check box has been selected will you be able to select this check box. By selecting this check box, this particular agent will have the possiblity to consult a call journal in the client window. Allow custom toolbars By selecting this check box, this particular agent will have the possibility to have custom toolbars displayed previously created by means of the Custom Toolbar Interface in the Voxtron Client SDK. Allow configuration of team notifications By selecting this check box, this particular agent will get a notification when a team member of his/hers logs off or goes into pause. Enable contact remarks By selecting this check box, this particular agent will be able to add contact remarks in the contact handling page of the Voxtron Client. Enable customer information By selecting this check box, this particular agent will be able to add customer information in the contact handling page of the Voxtron Client. Agent is allowed to modify customer ID Only if the “Enable customer information” check box has been selected, will this check box be selectable allowing this particular agent to modify the “customer ID” of the Customer field in the contact handling page of the Voxtron Client. Enable customer remarks Only if the “Enable customer information” check box has been selected, will this check box be selectable allowing this particular agent to add and/or delete customer remarks in the contact handling II-28
Modules
Voxtron Communication Center page of the Voxtron Client by selecting one of the appropriate check boxes below: Agent is allowed to add customer remarks Agent is allowed to delete customer remarks Enable scratchpad information By selecting this check box, this particular agent will be able to add scratchpad information in the contact handling page of the Voxtron Client.
Initial logon status Here you can decide whether this particular agent can log on as inactive and whether he/she can force the initial logon status as free or in pause (for a certain reason to be selected from the accompanying drop-down list).
Note: If Lync/SfB is installed and the initial status is not forced by the configuration, the Voxtron Client will take a state corresponding with the current Lync presence. If Lync/SfB is installed and the initial status is forced by the configuration, the Lync Client application will take a presence state corresponding with the current Voxtron Client state. Refer to Lync statuses on page II-144.
Multiple contacts Here you can decide whether this particular user will be able to handle multiple contacts at the same time by selecting the check box User can handle multiple contacts. Only if you have selected it, will you be able to fill in the Maximum number of simultaneous contacts edit field. By entering a value here, you prevent this user from having all waiting contacts routed to him/her. Of course you can only decide on the routing of multiple contacts here, if the "Enable multiple contacts per agent" has been selected in the Advanced routing tab of the Settings window of the Administration Interface. Refer to CC91| Admin settings | Advanced routing (page II96).
User’s phone number User can't enter an extension during logon If you select this check box, you can either select the option User can't do phone interactions or CTI functions or User has free seating disabled. User has free seating disabled If this option is selected you can enter an extension in the User is located at number edit field below. If free seating is disabled, the extension will appear in the Extension column of the Users page of the Contact Center Module (CC91)
II-29
Voxtron Communication Center Administration Interface (CC91| Users, Extension column (refer to page II-22)). If this check box is not selected, the Extension column of the Users page of the Administration Interface will contain the text string "Free seating" (CC91 | Users, Extension column(refer to page II-22)). User is located at number You can only enter an extension here if the User has free seating disabled option is selected. If the extension is entered here, it will appear in the Extension column of the Users page of the Administration Interface (at CC91 | Users, Extension column (refer to page II-22)). Always monitor this extension By selecting this check box the extension is always monitored (it will appear in the agent reports even when the agent with that extension is not logged on). Refer to Users page of the Administration Interface at CC91 | Users, Extension column (refer to page II22). Of course you can only select this check box if the Disable free seating check box has been selected. User can't do phone interactions or CTI functions If this option is selected, the CC call in lines from the interaction list are disabled.
Inbound CC calls Selecting one or more of the available check boxes here, will define the look and possibilities of the client window for inbound CC calls. Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main Window for calls.
Fax This edit field with the check boxes that go with it will only be available if fax routing has been enabled in the Configuration Interface. Refer to page II-136 (CC91| Configuration | Interactions). Allow fax and Allow direct fax have to be selected. Selecting one or more of the available check boxes here, will define the look and possibilities of the client window for faxes. Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main Window for faxes and objects.
Fax routing Here you can choose this particular user to have his/her faxes sent via e-mail by selecting this check box. II-30
Modules
Voxtron Communication Center
E-mail In This edit field with the check boxes that go with it will only be available if e-mail routing has been enabled in the Configuration Interface. Refer to page II-136 (CC91 | Configuration| Interactions). Allow email in has to be selected. Selecting one or more of the available check boxes here, will define the look and possibilities of the client window for e-mails. Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main Window for emails.
E-mail Out This edit field with the check boxes that go with it will only be available if e-mail routing has been enabled in the Configuration Interface. Refer to page II-136 (CC91 | Configuration| Interactions). Allow email out has to be selected. Selecting one or more of the available check boxes here, will define the look and possibilities of the client window for e-mails. Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main Window for emails.
Webchat This edit field with the check boxes that go with it will only be available if webchat has been enabled in the Configuration Interface. Refer to page II-136 (CC91 | Configuration | Interactions). Allow webchat has to be selected. Selecting one or more of the available check boxes here, will define the look and possibilities of the client window for webchat. Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main Window for chats. Allow internal CC webchat By selecting this option, a user (Chat supervisor) can be chosen to have an advisory function for other users (by selecting the appropriate check box).
Objects This edit field with the check boxes that go with it will only be available if business objects have been enabled in the Configuration Interface. Refer to page II-136 (CC91 | Configuration | Interactions). Allow business objects has to be selected. Selecting one or more of the available check boxes here, will define the look and possibilities of the client window for objects. Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main Window for faxes and objects. Contact Center Module (CC91)
II-31
Voxtron Communication Center
Campaign calls This edit field with the check boxes that go with it will only be available if outbound calls has been enabled in the Configuration Interface. Refer to page II-136 (CC91 | Configuration | Interactions). Allow outbound calls has to be selected. Selecting one or more of the available check boxes here, will define the look and possibilities of the client window for campaign calls. Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main window for outbound (preview) calls.
Address book If you select the Enable address book in phone toolbar check box here, this particular agent will be able to select a contact from the address book featuring in the phone toolbar of his/her Voxtron Client.
Skills
Note: It can be possible that all the settings in the Skills tab page can no longer be altered because they have been defined previously in a template. Refer to CC91 | User templates | General on page II-54. Assign zero, one or more skills to the user (from the skills having previously defined in CC91 | Skills (refer to page II-81)). You can select a skill for an individual user by selecting the appropriate check box (Skill name). Do this until all skills applicable for that particular user have been allocated. You can also define the Skill knowledge for the selected user on a scale of 0 to 100 (default 50). 0 no knowledge 100 excellent knowledge Put a value on every single skill.
II-32
Modules
Voxtron Communication Center
Note: A team leader can configure skills of users belonging to his/her team. Hence, if a user belongs to a team, he/she will not be able to select skills; if there are any appearing they will be disabled.
Queues
Note: It can be possible that all the settings in the Queues tab page can no longer be altered because they have been defined previously in a template. Refer to CC91 | User templates | General on page II-54. When a new queue has been defined, it is possible to configure the allowed interactions for the user per queue. Here you can configure per user and per queue the interaction types that will be seen by the user at log on time (Selected check boxes) and whether that particular user will be able to select the interaction types (Change check boxes). Whether the user is allowed to do outbound calls is configured on a queue level. If dynamic agent allocation has been selected previously, the drop-down lists for that queue are always visible and will have at least value 1 (default level). If more than 1 level has been defined (refer to CC91 | Queues, Levels), the drop-down lists will hold the levels for that queue and that contact type. Of course, these settings will determine what will be possible in the agent logon screen of the Voxtron Client (!!! refer to Voxtron Client | Windows and Monitors).
Contact Center Module (CC91)
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Activity monitor
Note: It can be possible that all the settings in the Activity Monitor tab page can no longer be altered because they have been defined previously in a template. Refer to CC91 | User templates | General on page II-54. Here you can decide whether you want this user to: II-34
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Voxtron Communication Center
•
see who is in automatic pause and possibly select this check box (depending on your profile of course)
•
be able to log on and log off other users
•
be able to put other users in and out of pause
•
be able to change the interactions of other users
•
be able to stop the wrap-up of other users
•
be able to send notifications to other users
•
be able to listen to other users
•
be able to whisper to other users
Here you can also select what optional columns this user will get to see in his/her activity monitor (contact type, other party, time free, interaction time, time in wrap-up, time in pause, customer ID, customer info). The “time in pause” displays the time spent in current pause followed by the total pause duration between brackets. Here you can also select whether this user will be able to listen and/or whisper to other users. Here you can also specify the agents this particular user will get to see in his/her activity monitor.
Note: Of course this will not be the case if this user has a user template that defines otherwise (in this case this option will be disabled). Only agents that are in the same queue If a user is logged on for multiple queues, all agents of the queues for which he/she is logged on will be visible. You can specify the contacts of which queue you want that particular user to see in his/her activity monitor by selecting the Specific option and subsequently selecting the appropriate check boxes. If you select the option Only agents that are in the same team, this will have no effect if the particular user does not belong to any team. Then this selection will in fact come down to that user seeing all agents in his/her activity monitor. You can also specify which agents of which team you want that particular user to see in his/her activity monitor by selecting the Specific option and subsequently selecting the appropriate check boxes.
Contact Center Module (CC91)
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Voxtron Communication Center
Waiting monitor
Note: It can be possible that all the settings in the Waiting Monitor tab page can no longer be altered because they have been defined previously in a template. Refer to CC91 | User templates | General on page II-54.
General Here you can decide whether you want this user to: • be able to change contact priority •
be able to assign a contact to another queue
•
be able to assign a contact to an agent
•
be able to delete failed faxes
•
be able to see all private faxes
Additional colums Here you can decide whether you want this user to customer ID and/or customer info as additional columns in his/her waiting monitor.
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Manual selection of contacts If in the routing settings manually routed contacts are allowed (refer to page II-112 (CC91 | Admin settings | Routing, Manual routing is selected)), it is possible to decide per individual agent whether he/she is allowed to assign waiting contacts (appearing in the waiting monitor (refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Waiting Monitor) to him/herself and under what circumstances this should occur. Here you can specify the CONTACTS this particular user will get to see in his/her waiting monitor. Only if you select the Contacts belonging to the following queue(s) option, will you be able to select the queue(s) for which this particular user will get to see the contacts.
Voxtron Client Note: It can be possible that all the settings in the Voxtron Client tab page and its subpages can no longer be altered because they have been defined previously in a template. Refer to CC91 | User templates | General on page II-54. Allow agents to configure options in the Voxtron Client Only if this check box is NOT selected will you be able to configure the Voxtron Client options available in the 6 tab pages.
Note: All the options that are selected in the different tab pages here, will be dimmed in Tools | Options of the Voxtron Client. Refer to PART FOUR: VOXTRON CLIENT 9.1, section Tools menu.
Contact Center Module (CC91)
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Voxtron Communication Center
General
Show fade animations for pop-ups When you have selected this check box, you pop-up windows at the lower right of your computer display will fade. Show script error notifications When you have selected this check box, you will get error messages appearing at the lower right of your computer display. If you experience these messages as annoying, you can choose not to select this check box. Minimize the application to tray when closing When you have selected this check box, you will send the client window to the system tray when closing. Automatically go in pause when The options below are only enabled (accessible) if the "Automatic pause allowed" check box in CC91 | Admin settings | Agents has been selected (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Admin settings, Agents. this computer is idle for <> minutes the screensaver is launched this computer is locked
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Notifications
Contact Center notifications Only display these notifications if minimized By selecting this check box you prevent notifications and pop-up windows to appear (at the desktop lower right) when the client window is not minimized. Display these notifications always on top By selecting this check box, notifications will always appear on the foreground (at the desktop lower right) forcing any other applications to the background. You can also choose the events you want to appear as notifications by selecting the appropriate check boxes (Contact center is in threshold, Team member has been automatically logged off or put in pause and/or Missing mandatory resources). Fax notifications You can also choose to be notified if a fax has been sent successfully by selecting the FAX sent successfully check box. You can also choose not to display the “End of FAX sending” notification when having come at the end of the fax send wizard.
Contact Center Module (CC91)
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Voxtron Communication Center
New contact
Display pop-up messages always on top When a contact comes in for the agent, a pop-up window will appear at the lower right of your desktop.
Restore the window to the background II-40
Modules
Voxtron Communication Center When a contact comes in for an agent, his/her main window will not pop up and the focus will be kept on any application that is in use at that moment. The interaction types (up to six) you will get to see here will differ according to the settings in CC91 | Configuration | Interactions (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Configuraton, Interactions. You can decide to have your client window restored and/or when and how you want new contacts visualized by selecting the appropriate check boxes next to the appropriate contact events. Below you can find an example of a pop-up message that appears in the lower right corner of your desktop (in this particular case "Incoming contact center call"):
The pop-up window can contain several tabs, depending on the selected contact events in the "New contact" tab of the "Options" window (see previously). At the right of the tabs, scroll buttons will appear if there are too many of them to have them all visualized. You can also close one or more tabs without them being closed in the restored client window.
Note: Be aware that some settings may overrule one another. E.g.: if you select all four check boxes for incoming calls, you will get no pop-up message since it can only appear when your client window is minimized. Having the four check boxes selected will restore the client window (the first check box) making it impossible to have pop-up message displayed (which will only appear if your client window is minimized). So, in this particular situation your client window will appear when a new call comes in and no pop-up message will be shown at the lower right of your desktop.
Contact Center Module (CC91)
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Voxtron Communication Center
Function keys
Note: The Function keys tab window will only contain two parts (Main, Phone) when the TAPI toolbar has been previously enabled in CC91 | Configuration| Telephony (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Configuration, Telephony. Selecting “system wide” check boxes adds "highlight and call" features to your client. This means that if you highlight a telephone number in a random application (e.g. web interface) and press the hotkey (defined in the dropdown lists next to the concerning check box) a telephone call will be generated to that particular number. This implies just the same as clicking on the Phone Dial button in your client window. You can define separate hotkeys for contact center calls and direct calls. Next to these Phone check boxes, there are also check boxes for main actions involving invoking help, logging off, pausing and pausing or stopping wrap-up.
Note: If the hotkey(s) you defined has (have) already been registered by another application running on your system, it (they) will not function!
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Tabs This dialog shows the defined rules identified by a unique description. The rules are executed in the order they appear in the list. The user is able to add, delete and move the order of the rules by clicking on the corresponding buttons. A rule can be edited by double-clicking the item.
When adding or editing a rule a dialog similar to the image below is shown.
Description This dialog describes a single rule. The Description must be unique so it is easy for the user to identify each rule afterwards. Each rule is executed for a certain event but additional conditions can determine whether the action must be executed or not. Event Possible events are: •
Contact Center Module (CC91)
New contact assigned: This event is called when a new contact is assigned to the agent II-43
Voxtron Communication Center
•
Agent logged on: This event is called when an agent is successfully logged on to the CC service
•
Wrapup for contact started: This event is triggered when the wrapup time of a contact is started
•
Wrapup for contact stopped: This event is triggered when the wrapup time has ended
•
Contact is closed: This event is called when the contact is closed
•
Custom message received: This event is called in case a custom message is received from the CC.
•
Contact in conversation: This event is called when a particular contact is in the conversation state (for a call it means that the phone is picked up by the agent, for a mail it means that the mail is accepted by the agent).
Condition(s) The user is able to add, edit and delete conditions by clicking on the corresponding buttons. By double-clicking on a defined condition, the selected condition can be modified. When double-clicking on a condition or clicking on the “New” button, the following dialog is shown:
A user can assign the following conditions: • Queue: The action is executed in case the specified queue is assigned to the contact
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•
Skill: The action is executed in case all of the specified skills are assigned to the contact
•
Property: The value of the specified property (which must be assigned to the contact) must be equal to the specified value in order for this action to be executed
•
Profile: Determines the profile needed of the logged on user Modules
Voxtron Communication Center
•
•
Contact type: The contact type of the contact must be of the specified type. Possible types are: –
Incoming CC call from intern
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Incoming CC call from extern
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Incoming direct call from intern
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Incoming direct call from extern
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Outgoing CC call to intern
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Outgoing CC call to extern
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Outgoing direct call to intern
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Outgoing direct call to extern
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Outgoing CC call for campaign (preview) to intern
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Outgoing CC call for campaign (preview) to extern
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Outgoing CC call for campaign (predictive) to intern
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Outgoing CC call for campaign (predictive) to extern
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Incoming CC email
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Outgoing email
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Outgoing CC email
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Incoming CC object
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Incoming CC fax from intern
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Incoming CC fax from extern
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Incoming direct fax from intern
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Incoming direct fax from extern
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Incoming CC chat from intern
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Incoming CC chat from extern
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Incoming direct chat from intern
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Outgoing CC chat to intern
–
Outgoing direct chat to intern
Contact subtype: The contact type of the contact is object and the subtype is some kind of object, e.g. sms.
Note: Only one “Access level” and “Contact type” condition can be assigned per tab definition. Actions When all conditions are met, the action is executed. The available actions depend on the selected event. The possible actions are:
Contact Center Module (CC91)
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•
Add contact tab: This action adds a sub tab with the specified URL and sub tab title to the new contact main tab. This action is only available in case of a New contact assigned event. It requires a Sub tab title, URL and whether the agent is allowed to close the sub tab or not (Sub tab closable check box selected or not).
•
Add main tab: This action adds a new main (and therefore also a sub) tab with the specified titles and closable states (for both main and sub tabs (Main tab closable and Sub tab closable check boxes), URL and an Image that must be assigned to the main tab.
•
Add sub tab: This action adds a single sub tab to an already existing main tab. The main tab is identified by its name. The title of the sub tab (Sub tab title), its closable state (Sub tab closable checkbox) and the URL must be specified.
•
Close main tab: This action closes the main tab (and its sub tabs) with the specified main tab title.
•
Close sub tab: This action closes the sub tab with the specified sub tab title that is linked to the main tab with the specified main tab title.
•
Activate main tab: This action activates the main tab with the specified main tab title.
•
Activate sub tab: This action activates the main and sub tab with the specified tab titles. In case this action is executed during an New contact assigned event and no Main tab title value is specified, the sub tab of the new contact tab is activated.
•
Navigate sub tab: This action loads a new URL into an existing main/sub tab. The main and corresponding sub tab are identified by their titles. In case the main/sub tab could not be found, a new main/sub tab is created.
Depending on the selected action, additional (required) fields become active: • Main tab title: The title of the main tab
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•
Sub tab title: The title of the sub tab
•
URL: The URL of the web page that must be opened in the tab (see “Customizing the URL” for more info)
•
Main tab closable: Is the agent allowed to close the main tab or not Modules
Voxtron Communication Center
•
Sub tab closable: Is the agent allowed to close the sub tab or not
•
Image: The image that must be assigned to the main tab. The image can either be stored on the web or on a local drive. The dialog contains a “browse” button to select a local file and a “Verify URL” button to check if the specified URL links to a valid, downloadable image file.
Customizing the URL The URL provided in the configuration will often be an ASP page that requires a certain amount of information in the query string to be present (for finding the call or user related information). This information is only known at the time of the event, and can thus never be entered in the configuration file (unless it is fixed). Therefore it is possible to customize the URL using certain parameters. For example, when the user logged in successfully, an action can be added to load a certain page with the following URL, where the user ID and access level are provided of the agent that logged on:
http://www.myServer.com/Pages/LoggedIn.asp?UserId={Us erId}&Profile={Profile} Note: The Windows WebBrowser control is used to display HTML content in the Client. By default, the IE7 compatibility mode is used, even if you have newer IE versions installed on the Client machine. It is however possible to change the emulation by changing the registry: add key KEY_CURRENT_USER/SOFTWARE/Microsoft/Internet Explorer/Main/FeatureControl/FEATURE_BROWSER_E MULATION/VoxtronClient.exe. The values for the key determine the IE version used by the WebBrowser control.
The parts between the curly braces {} are the parameters. The list of parameters that is available is discussed below. Not all parameters are available for all of the events. Parameter UserId
Description Holds the user id of the agent that logged on.
Contact Center Module (CC91)
Events Available for all events II-47
Voxtron Communication Center Username Profile Language CustomMessage CustomMessageSrc
CustomMessageId
ContactId ContactType
The content of the custom message that was received (completely, unparsed) The identifier of the application sending the custom message, possible values are : AGENT, IVR, ERM, WCS, CTI, CC, DIALER, LIC, DS, VXML, WEBCLIENT, WEB|, DS, SIPPHONE, VLB, PLUGIN, SDK, THIRDPARTY For the custom messages that come from an agent, statistics or administration client this parameter holds the user id of the agent sending the message The id of the contact
From
The type of the contact, this can be: CCININTERN, CCINEXTERN, ININTERN, INEXTERN, OUTINTERN, OUTEXTERN, CCEMAILIN, EMAILOUT, CCEMAILOUT,CCOBJECTIN, CCOUTINTERNBYAGENT, CCOUTEXTERNBYAGENT, CCOUTINTERNBYCAMPAIGN_PREVIEW, CCOUTEXTERNBYCAMPAIGN_PREVIEW, CCOUTINTERNBYCAMPAIGN_PREDICTIVE, CCOUTEXTERNBYCAMPAIGN_PREDICTIVE, CCFAXININTERN, CCFAXINEXTERN, FAXOUTINTERN, FAXOUTEXTERN, CCFAXOUTINTERNBYAGENT, CCFAXOUTEXTERNBYAGENT, CCCHATININTERN, CCCHATINEXTERN, CHATININTERN, CCCHATOUTINTERN, CHATOUTINTERN The from address of the contact
To
The to address of the contact
WaitTime
The waiting time of the contact (in seconds)
Skills
List of skills (separated by ;) that came with the contact List of properties (formatted as name:value;) that came with the contact Inserts the value of the property with the specified name. List of contact code ids (separated by ;) that came with the contact
Properties Property:Name Codes II-48
Holds the user name of the agent that logged on The name of the profile of the agent that logged on The language of the agent interface
Available for all events Available for all events Available for all events CUSTOMMESSAGE CUSTOMMESSAGE
CUSTOMMESSAGE
CONTACTINFORM ATION CONTACTINFORM ATION
CONTACTINFORM ATION CONTACTINFORM ATION CONTACTINFORM ATION CONTACTINFORM ATION CONTACTINFORM ATION CONTACTINFORM ATION CONTACTINFORM ATION Modules
Voxtron Communication Center
Applications
When adding or editing an application a dialog similar to the image below is shown.
The way these applications are configured is pretty similar to the tabs (see II-43), except that the action only consists out of two parts: The path of the executable (Exectuable path). Of course, it is up to the contact center infrastructure management to make sure the application is installed on the agent’s system, and if an agent can do free seating, on all possible systems. However, in a larger contact center all systems are standardized and equipped with the same software, and this should not pose any issues then. The command line arguments that must be passed to the executable. The command line arguments can be combined with parameters in between curly braces, just as is possible with the URLs in the client. This way, information from the current contact can be passed to the executable that is launched.
Contact Center Module (CC91)
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Voxtron Communication Center
Advanced
Logging The values entered in the Compress files older than, Delete files older than, Maximum file size and Minimum required free space on hard disk edit boxes are used to save hard disk space. External applications Here you have to select the application you want to be docked in your Voxtron Client (No application (None), Voxtron SIP Phone or Microsoft Lync).
Lync & Skype for Business
After you have selected the check box Enable Lync/Skype for Business, you will be able to select a configuration set from the Select configuration set drop-down list. These configuration sets must have previously been configured in CC91 | Configuration | Lync/Skype for Business. Refer to page II-142. Now, this particular user will have Lync/Skype for Business facilities configured according to he configuration set selected here.
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Voxtron Communication Center
Newsticker
After you have selected the check box Enable news ticker, you will be able to select a dashboard server from the Dashboard server drop-down list (containing the ones that have a connection to the contact center the user belongs to) and news ticker pertaining to it.
Direct fax
Here you can specify whether incoming direct faxes and/or outgoing direct faxes should be treated and in what way this should happen by (de)selecting the appropriate check boxes, filling in the appropriate edit fields and selecting the appropriate options.
Contact Center Module (CC91)
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Voxtron Communication Center
Note: Of course, all configurable options and possible selections may be disabled if the user has a user template defining so.
Profiles Here you define the profiles that have access to this user.
Duplicate Click on the Duplicate button user.
at the left from an existing user to duplicate the
The following dialog window appears, where you should fill in the necessary fields and click the OK button.
In this way you have created a new user without having to go through all the tab pages of the New User window. The Agent is locked at extension edit field, will only appear if the user you want to duplicate cannot enter an extension (if in the CC91 | Users, Permissions tab page in the User’s phone number edit field, the option User has free seating disabled is selected and an extension has been entered in the User is located at extension edit field). The extension entered in the Agent is locked at extension should differ from the one entered in the previously mentioned User is located at extension edit field. II-52
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Modify Click on the Modify button at the left from an existing user to modify the properties of the user in the Modify user dialog window (refer to page II-23, CC91 | Users, Personal tab).
Delete Click on the Delete button
at the left from an existing user to delete the user.
The following dialog window appears, asking you to confirm your decision by clicking the OK button.
User templates The templates of the Contact Center are managed in CC91 | User templates. Depending on his/her access rights, a user can add, duplicate, modify or delete user templates. Refer to page II-3.
New Click on the Add new template button to add a new template to the contact center. Enter the template properties in the up to eleven tab sheets that will be discussed subsequently: • Contact Center Module (CC91)
General II-53
Voxtron Communication Center
•
Personal
•
Permissions
•
Skills
•
Queues
•
Activity monitor
•
Waiting monitor
•
Voxtron client
•
Lync & Skype for Business
•
News ticker
•
Profiles
General
Template name Here you should fill out a name for the user template. Select users that will use the template By selecting the check boxes you can add users that will then have all configured features and characteristics of all subsequent tab pages pertaining to the user template you are about to create (Permissions, Skills, Queues, Activity monitor, Waiting monitor, Voxtron Client, Profiles). Click the OK button to confirm your changes.
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Voxtron Communication Center
Personal
Wrap-up time factor (%) The Wrap-up time for an agent = standard wrap-up time * wrap-up time factor. Click the OK button to confirm your changes.
Contact Center Module (CC91)
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Voxtron Communication Center
Permissions
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Voxtron Communication Center
General Enable conversation indicaton By selecting this check box the conversation duration will be displayed (progress bar and time indication) in the Voxtron Client main window of this particular agent. Agent can adjust wrap-up time By first selecting this check box you can decide whether this agent can interrupt the wrap-up (put in pause) or extend it. Agent can pause wrap-up time By selecting this check box you can interrupt the wrap-up (put in pause) per agent. Agent can extend wrap-up time By selecting this check box you can extend the wrap-up (put in pause) per agent. Enable activity monitor By selecting this check box, this particular user will get to see the actual client window and be able to consult the activity monitor. Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Activity Monitor. Enable waiting monitor By selecting this check box, this particular user will get to see the actual client window and be able to consult the waiting monitor. Refer Contact Center Module (CC91)
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Voxtron Communication Center to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Waiting Monitor. Allow phone toolbar By selecting this check box, this particular agent will have Phone buttons appearing in the client window. Enable call journal Only if the Allow phone toolbar check box has been selected will you be able to select this check box. By selecting this check box, this particular agent will have the possiblity to consult a call journal in the client window. Allow email out toolbar By selecting this check box, this particular agent will have Email out buttons appearing in the client window. Allow custom toolbars By selecting this check box, this particular agent will have the possibility to have custom toolbars displayed previously created by means of the Custom Toolbar Interface in the Voxtron Client SDK. Allow configuration of team notifications By selecting this check box, this particular agent will get a notification when a team member of his/hers logs off or goes into pause. Enable contact remarks By selecting this check box, this particular agent will be able to add contact remarks in the contact handling page of the Voxtron Client. Enable customer information By selecting this check box, this particular agent will be able to add customer information in the contact handling page of the Voxtron Client. Agent is allowed to modify customer ID Only if the “Enable customer information” check box has been selected, will this check box be selectable allowing this particular agent to modify the “customer ID” of the Customer field in the contact handling page of the Voxtron Client. Enable customer remarks Only if the “Enable customer information” check box has been selected, will this check box be selectable allowing this particular agent to add and/or delete customer remarks in the contact handling page of the Voxtron Client by selecting one of the appropriate check boxes below: Agent is allowed to add customer remarks Agent is allowed to delete customer remarks Enable scratchpad information By selecting this check box, this particular agent will be able to add scratchpad information in the contact handling page of the Voxtron Client. II-58
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Initial logon status Here you can decide whether this particular agent can log on as inactive and whether he/she can force the initial logon status as free or in pause (for a certain reason to be selected from the accompanying drop-down list.
Multiple contacts Here you can decide whether this particular user will be able to handle multiple contacts at the same time by selecting the check box User can handle multiple contacts. Only if you have selected it, will you be able to fill in the Maximum number of simultaneous contacts edit field. By entering a value here, you prevent this user from having all waiting contacts routed to him/her.
User’s phone number User can't enter an extension during logon If you select this check box, you can either select the option User can't do phone interaction or CTI functions or User has free seating disabled. User has free seating disabled If this option is selected you can enter an extension in the User is located at number edit field below. If free seating is disabled, the extension will appear in the Extension column of the Users page of the Administration Interface (CC91| Users, Extension column (refer to page II-22)). If this check box is not selected, the Extension column of the Users page of the Administration Interface will contain the text string "Free seating" (CC91 | Users, Extension column(refer to page II-22)). User is located at extension You can only enter an extension here if the User has free seating disabled option is selected. If the extension is entered here, it will appear in the Extension column of the Users page of the Administration Interface (at CC91 | Users, Extension column (refer to page II-22)). The extension filled in here can also be a SIP URL (e.g. when Lync/SfB is used). This will only be possible if previously the Include Lync/SfB extension check box has been selected in CC91 | Configuration | Active Directory. Always monitor this extension By selecting this check box the extension is always monitored (it will appear in the agent reports even when Contact Center Module (CC91)
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Voxtron Communication Center the agent with that extension is not logged on). Refer to Users page of the Administration Interface at CC91 | Users, Extension column (refer to page II-22). Of course you can only select this check box if the Disable free seating check box has been selected. User can't do phone interactions or CTI functions If this option is selected, the CC call in lines from the interaction list are disabled.
Note: Emails, Faxes, webchat and object should of course have been selected in the Configuration Interface for them to appear here. Refer to CC91 | Configuration | Interactions, Allow email, Allow fax, Allow webchat and Allow object respectively (page II-137).
Inbound CC calls Selecting one or more of the available check boxes here, will define the look and possibilities of the client window for inbound CC calls. Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main Window for calls.
Fax This edit field with the check boxes that go with it will only be available if fax routing has been enabled in the Configuration Interface. Refer to page II-137 (CC91| Configuration | Interactions). Allow fax and Allow direct fax have to be selected. Selecting one or more of the available check boxes here, will define the look and possibilities of the client window for faxes. Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main Window for faxes and objects.
Fax routing Here you can choose this particular user to have his/her faxes sent via e-mail by selecting this check box.
E-mail In This edit field with the check boxes that go with it will only be available if e-mail routing has been enabled in the Configuration Interface. Refer to page II-137 (CC91 | Configuration| Interactions). Allow email in has to be selected. Selecting one or more of the available check boxes here, will define the look and possibilities of the client window for e-mails. Refer to PART II-60
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Voxtron Communication Center FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main Window for emails.
E-mail Out This edit field with the check boxes that go with it will only be available if e-mail routing has been enabled in the Configuration Interface. Refer to page II-137 (CC91 | Configuration| Interactions). Allow email out has to be selected. Selecting one or more of the available check boxes here, will define the look and possibilities of the client window for e-mails. Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main Window for emails.
Webchat This edit field with the check boxes that go with it will only be available if webchat has been enabled in the Configuration Interface. Refer to page II-137 (CC91 | Configuration | Interactions). Allow webchat has to be selected. Selecting one or more of the available check boxes here, will define the look and possibilities of the client window for webchat. Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main Window for chats.
Objects This edit field with the check boxes that go with it will only be available if e-mail routing has been enabled in the Configuration Interface. Refer to page II-137 (CC91 | Configuration | Interactions). Allow object has to be selected. Selecting one or more of the available check boxes here, will define the look and possibilities of the client window for objects. Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main Window for faxes and objects.
Campaign calls This edit field with the check boxes that go with it will only be available if outbound calls has been enabled in the Configuration Interface. Refer to page II-137 (CC91 | Configuration | Interactions). Allow outbound calls has to be selected. Selecting one or more of the available check boxes here, will define the look and possibilities of the client window for campaign calls. Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main window for outbound (preview) calls.
Contact Center Module (CC91)
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Address book If you select the Enable address book in phone toolbar check box here, this particular agent will be able to select a contact from the address book featuring in the phone toolbar of his/her Voxtron Client.
Skills
Assign zero, one or more skills to the user (from the skills having previously defined in CC91 | Skills (refer to page II-82)). You can select a skill for an individual user by selecting the appropriate check box (Skill name). Do this until all skills applicable for that particular user have been allocated. You can also define the Skill knowledge for the selected user on a scale of 0 to 100 (default 50). 0 no knowledge 100 excellent knowledge Put a value on every single skill.
Note: A team leader can configure skills of users belonging to his/her team.
Queues When a new queue has been defined, it is possible to configure the allowed interactions for the user per queue.
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Here you can configure per user and per queue the interaction types that will be seen by the user at log on time (Selected check boxes) and whether that particular user will be able to select the interaction types (Change check boxes). Whether the user is allowed to do outbound calls is configured on a queue level. If dynamic agent allocation has been selected previously, the drop-down lists for that queue are always visible and will have at least value 1 (default level). If more than 1 level has been defined (refer to CC91 | Queues, Levels), the drop-down lists will hold the levels for that queue and that contact type. Of course, these settings will determine what will be possible in the agent logon screen of the Voxtron Client (refer to refer to PART FOUR: VOXTRON CLIENT 9.1, chapter Windows and Monitors).
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Activity monitor
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Voxtron Communication Center Here you can decide whether you want this user to: • see who is in automatic pause and possibly select this check box (depending on your profile of course) •
be able to log on and log off other users
•
be able to put other users in and out of pause
•
be able to change the interactions of other users
•
be able to stop the wrap-up of other users
•
be able to send notifications to other users
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be able to listen to other users
•
be able to whisper to other users
Here you can also select what optional columns this user will get to see in his/her activity monitor (contact type, other party, time free, interaction time, time in wrap-up, time in pause, customer ID, customer info). The “time in pause” displays the time spent in current pause followed by the total pause duration between brackets. Here you can also decide on the user being a chat supervisor and on his/her available chat options. This edit field with the check boxes that go with it will only be available if webchat has been enabled in the Configuration Interface. Refer to page II137 (CC91 | Configuration | Interactions). Allow webchat has to be selected. Selecting one or more of the available check boxes here, will define the look and possibilities of the client window for webchat. Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main Window. Here you can also specify the agents with this particular user template will get to see in his/her activity monitor. Only agents that are in the same queue If a user is logged on for multiple queues, all agents of the queues for which he/she is logged on will be visible. You can specify the contacts of which queue you want that particular user to see in his/her activity monitor by selecting the Specific option and subsequently selecting the appropriate check boxes. If you select the option Only agents that are in the same team, this will have no effect if the particular user does not belong to any team. Then this selection will in fact come down to that user seeing all agents in his/her activity monitor.
Contact Center Module (CC91)
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Voxtron Communication Center You can also specify which agents of which team you want that particular user to see in his/her activity monitor by selecting the Specific option and subsequently selecting the appropriate check boxes.
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Waiting monitor
Here you can decide whether you want this user to: • be able to change contact priority •
be able to assign a contact to another queue
•
be able to assign a contact to an agent
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be able to delete failed faxes
•
be able to see all private faxes
Additional colums Here you can decide whether you want this user to customer ID and/or customer info as additional columns in his/her waiting monitor.
Manual selection of contacts If in the routing settings manually routed contacts are allowed (refer to page II-112 (CC91 | Admin settings | Routing, Manual routing is selected)), it is possible to decide per individual agent whether he/she is allowed to assign waiting contacts (appearing in the waiting monitor (refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Waiting Monitor) to him/herself and under what circumstances this should occur.
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Voxtron Communication Center Here you can specify the CONTACTS this particular user will get to see in his/her waiting monitor. Only if you select the Contacts belonging to the following queue(s) option, will you be able to select the queue(s) for which this particular user will get to see the contacts.
Voxtron Client Allow agents to configure options in the Voxtron Client Only if this check box is NOT selected will you be able to configure the Voxtron Client options available in the 6 tab pages. If this check box is selected, all check boxes of all 6 tab pages will be dimmed (i.e. inactivated).
Note: All the options that are selected here, will be dimmed in Tools | Options of the Voxtron Client. Refer to PART FOUR: VOXTRON CLIENT 9.1, section Tools menu.
General
Show fade animations for pop-ups When you have selected this check box, you pop-up windows at the lower right of your computer display will fade. Show script error notifications When you have selected this check box, you will get error messages appearing at the lower right of your computer display. If you experience these messages as annoying, you can choose not to select this check box. Minimize the application to tray when closing When you have selected this check box, you will send the client window to the system tray when closing. Contact Center Module (CC91)
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Automatically go in pause when The options below are only enabled (accessible) if the "Automatic pause allowed" check box in CC91 | Admin settings | Agents has been selected (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Admin settings, Agents. this computer is idle for <> minutes the screensaver is launched this computer is locked
Notifications
Contact Center notifications Only display these notifications if minimized By selecting this check box you prevent notifications and pop-up windows to appear (at the desktop lower right) when the client window is not minimized. Display these notifications always on top By selecting this check box, notifications will always appear on the foreground (at the desktop lower right) forcing any other applications to the background. You can also choose the events you want to appear as notifications by selecting the appropriate check boxes (Contact center is in threshold, Team member has been automatically logged off or put in pause and/or Missing mandatory resources). Fax notifications II-68
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Voxtron Communication Center You can also choose to be notified if a fax has been sent successfully by selecting the FAX sent successfully check box. You can also choose not to display the “End of FAX sending” notification when having come at the end of the fax send wizard.
New contact
Display pop-up messages always on top When a contact comes in for the agent, a pop-up window will appear at the lower right of your desktop. Contact Center Module (CC91)
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Restore the main window to the background When a contact comes in for an agent, his/her main window will not pop up and the focus will be kept on any application that is in use at that moment. The interaction types (up to six) you will get to see here will differ according to the settings in CC91 | Configuration| Interactions (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Configuration, Interactions. You can decide to have your client window restored and/or when and how you want new contacts visualized by selecting the appropriate check boxes next to the appropriate contact events. Below you can find an example of a pop-up message that appears in the lower right corner of your desktop (in this particular case "Incoming contact center call"):
The pop-up window can contain several tabs, depending on the selected contact events in the "New contact" tab of the "Options" window (see previously). At the right of the tabs, scroll buttons will appear if there are too many of them to have them all visualized. You can also close one or more tabs without them being closed in the restored client window.
Note: Be aware that some settings may overrule one another. E.g.: if you select all four check boxes for incoming calls, you will get no pop-up message since it can only appear when your client window is minimized. Having the four check boxes selected will restore the client window (the first check box) making it impossible to have pop-up message displayed (which will only appear if your client window is minimized).
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Voxtron Communication Center So, in this particular situation your client window will appear when a new call comes in and no pop-up message will be shown at the lower right of your desktop.
Function keys
Note: The Function keys tab window will only contain two parts (Main, Phone) when the TAPI toolbar has been previously enabled in CC91 | Configuration | Telephony (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Configuration, Telephony. Selecting “system wide” check boxes adds "highlight and call" features to your client. This means that if you highlight a telephone number in a random application (e.g. web interface) and press the hotkey (defined in the drop-down lists next to the concerning check box) a telephone call will be generated to that particular number. This implies just the same as clicking on the Phone Dial button in your client window. You can define separate hotkeys for contact center calls and direct calls. Next to these Phone check boxes, there are also check boxes for main actions involving invoking help, logging off, pausing and pausing or stopping wrap-up.
Contact Center Module (CC91)
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Note: If the hotkey(s) you defined has (have) already been registered by another application running on your system, it (they) will not function!
Tabs This dialog shows the defined rules identified by a unique description. The rules are executed in the order they appear in the list. The user is able to add, delete and move the order of the rules by clicking on the corresponding buttons. A rule can be edited by doubleclicking the item.
When adding or editing a rule a dialog similar to the image below is shown.
Description This dialog describes a single rule. The Description must be unique so it is easy for the user to identify each rule afterwards. Each rule is executed for a certain event but additional conditions can determine whether the action must be executed or not. Event Possible events are: II-72
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•
New contact assigned: This even is called when a new contact is assigned to the agent
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Agent logged on: This event is called when an agent is successfully logged on to the CC service
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Wrapup for contact started: This event is triggered when the wrapup time of a contact is started
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Wrapup for contact stopped: This event is triggered when the wrapup time has ended
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Contact is closed: This event is called when the contact is closed
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Custom message received: This event is called in case a custom message is received from the CC.
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Contact in conversation: This event is called when a particular contact is in the conversation state (for a call it means that the phone is picked up by the agent, for a mail it means that the mail is accepted by the agent).
Condition(s) The user is able to add and delete conditions by clicking on the corresponding buttons. By double-clicking on a defined condition, the selected condition can be modified. When double-clicking on a condition or clicking on the “New” button, the following dialog is shown:
A user can assign the following conditions: • Queue: The action is executed in case the specified queue is assigned to the contact
Contact Center Module (CC91)
•
Skill: The action is executed in case all of the specified skills are assigned to the contact
•
Property: The value of the specified property (which must be assigned to the contact) must be equal to the specified value in order for this action to be executed II-73
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Profile: Determines the profile needed of the logged on user
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Contact type: The contact type of the contact must be of the specified type. Possible types are:
•
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Incoming CC call from intern
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Incoming CC call from extern
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Incoming direct call from intern
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Incoming direct call from extern
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Outgoing CC call to intern
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Outgoing CC call to extern
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Outgoing direct call to intern
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Outgoing direct call to extern
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Outgoing CC call for campaign (preview) to intern
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Outgoing CC call for campaign (preview) to extern
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Outgoing CC call for campaign (predictive) to intern
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Outgoing CC call for campaign (predictive) to extern
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Incoming CC email
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Outgoing CC email
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Outgoing email
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Incoming CC object
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Incoming CC fax from intern
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Incoming CC fax from extern
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Incoming direct fax from intern
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Incoming direct fax from extern
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Incoming CC chat from intern
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Incoming CC chat from extern
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Incoming direct chat from intern
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Outgoing CC chat to intern
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Outgoing direct chat to intern
Contact subtype: The contact type of the contact is object and the subtype is some kind of object, e.g. sms.
Note: Only one “Access level” and “Contact type” condition can be assigned per tab definition. Actions When all conditions are met, the action is executed. The available actions depend on the selected event. The possible actions are: II-74
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•
Add contact tab: This action adds a sub tab with the specified URL and sub tab title to the new contact main tab. This action is only available in case of a New contact assigned event. It requires a Sub tab title, URL and whether the agent is allowed to close the sub tab or not (Sub tab closable check box selected or not).
•
Add main tab: This action adds a new main (and therefore also a sub) tab with the specified titles and closable states (for both main and sub tabs (Main tab closable and Sub tab closable check boxes), URL and an Image that must be assigned to the main tab.
•
Add sub tab: This action adds a single sub tab to an already existing main tab. The main tab is identified by its name. The title of the sub tab (Sub tab title), its closable state (Sub tab closable checkbox) and the URL must be specified.
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Close main tab: This action closes the main tab (and its sub tabs) with the specified main tab title.
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Close sub tab: This action closes the sub tab with the specified sub tab title that is linked to the main tab with the specified main tab title.
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Activate main tab: This action activates the main tab with the specified main tab title.
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Activate sub tab: This action activates the main and sub tab with the specified tab titles. In case this action is executed during a New contact assigned event and no Main tab title value is specified, the sub tab of the new contact tab is activated.
•
Navigate sub tab: This action loads a new URL into an existing main/sub tab. The main and corresponding sub tab are identified by their titles. In case the main/sub tab could not be found, a new main/sub tab is created.
Depending on the selected action, additional (required) fields become active: • Main tab title: The title of the main tab
Contact Center Module (CC91)
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Sub tab title: The title of the sub tab
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URL: The URL of the web page that must be opened in the tab (see “Customizing the URL” for more info)
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Main tab closable: Is the agent allowed to close the main tab or not II-75
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Sub tab closable: Is the agent allowed to close the sub tab or not
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Image: The image that must be assigned to the main tab. The image can either be stored on the web or on a local drive. The dialog contains a “browse” button to select a local file and a “Verify URL” button to check if the specified URL links to a valid, downloadable image file.
Customizing the URL The URL provided in the configuration will often be an ASP page that requires a certain amount of information in the query string to be present (for finding the call or user related information). This information is only known at the time of the event, and can thus never be entered in the configuration file (unless it is fixed). Therefore it is possible to customize the URL using certain parameters. For example, when the user logged in successfully, an action can be added to load a certain page with the following URL, where the user ID and access level are provided of the agent that logged on:
http://www.myServer.com/Pages/LoggedIn.asp?UserId={Us erId}&Profile={Profile} Note: The Windows WebBrowser control is used to display HTML content in the Client. By default, the IE7 compatibility mode is used, even if you have newer IE versions installed on the Client machine. It is however possible to change the emulation by changing the registry: add key KEY_CURRENT_USER/SOFTWARE/Microsoft/Internet Explorer/Main/FeatureControl/FEATURE_BROWSER_E MULATION/VoxtronClient.exe. The values for the key determine the IE version used by the WebBrowser control.
The parts between the curly braces {} are the parameters. The list of parameters that is available is discussed below. Not all parameters are available for all of the events. Parameter UserId
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Description Holds the user id of the agent that logged on.
Events Available for all events Modules
Voxtron Communication Center Username Profile Language CustomMessage CustomMessageSr c
CustomMessageId
ContactId ContactType
Holds the user name of the agent that logged on The name of the profile of the agent that logged on The language of the agent interface The content of the custom message that was received (completely, unparsed) The identifier of the application sending the custom message, possible values are : AGENT, IVR, ERM, WCS, CTI, CC, DIALER, LIC, DS, VXML, WEBCLIENT, WEB|, DS, SIPPHONE, VLB, PLUGIN, SDK, THIRDPARTY For the custom messages that come from an agent, statistics or administration client this parameter holds the user id of the agent sending the message The id of the contact
From
The type of the contact, this can be: CCININTERN, CCINEXTERN, ININTERN, INEXTERN, OUTINTERN, OUTEXTERN, CCEMAILIN, CCEMAILOUT, EMAILOUT, CCOBJECTIN, CCOUTINTERNBYAGENT, CCOUTEXTERNBYAGENT, CCOUTINTERNBYCAMPAIGN_PREVIEW, CCOUTEXTERNBYCAMPAIGN_PREVIEW, CCOUTINTERNBYCAMPAIGN_PREDICTIVE, CCOUTEXTERNBYCAMPAIGN_PREDICTIVE, CCFAXININTERN, CCFAXINEXTERN, FAXOUTINTERN, FAXOUTEXTERN, CCFAXOUTINTERNBYAGENT, CCFAXOUTEXTERNBYAGENT, CCCHATININTERN, CCCHATINEXTERN, CHATININTERN, CCCHATOUTINTERN, CHATOUTINTERN The from address of the contact
To
The to address of the contact
WaitTime
The waiting time of the contact (in seconds)
Skills
List of skills (separated by ;) that came with the contact List of properties (formatted as name:value;) that came with the contact Inserts the value of the property with the specified name. List of contact code ids (separated by ;) that came with the contact
Properties Property:Name Codes
Contact Center Module (CC91)
Available for all events Available for all events Available for all events CUSTOMMESSAG E CUSTOMMESSAG E
CUSTOMMESSAG E CONTACTINFOR MATION CONTACTINFOR MATION
CONTACTINFOR MATION CONTACTINFOR MATION CONTACTINFOR MATION CONTACTINFOR MATION CONTACTINFOR MATION CONTACTINFOR MATION CONTACTINFOR MATION II-77
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Applications
When adding or editing a rule a dialog similar to the image below is shown.
The way these applications are configured is pretty similar to the tabs (see II-72), except that the action only consists out of two parts: The path of the executable (Exectuable path). Of course, it is up to the contact center infrastructure management to make sure the application is installed on the agent’s system, and if an agent can do free seating, on all possible systems. However, in a larger contact center all systems are standardized and equipped with the same software, and this should not pose any issues then. The command line arguments that must be passed to the executable. The command line arguments can be combined with parameters in between curly braces, just as is possible with the URLs in the client. This way, information from the current contact can be passed to the executable that is launched.
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Advanced
Logging You first have to select the Enable agent client logging check box before you can select any check box or fill out any edit field. The values entered in in the Compress files older than, Delete files older than, Maximum file size and Minimum required free space on hard disk edit boxes are used to save hard disk space. External applications Here you have to select the application you want to be docked in your Voxtron Client (No application (None), Voxtron SIP Phone or Microsoft Lync).
Lync & Skype for Business
After you have selected the check box Enable Lync/Skype for Business, you will be able to select a configuration set from the Select configuration set drop-down list. Contact Center Module (CC91)
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Voxtron Communication Center These configuration sets must have previously been configured in CC91 | Configuration | Lync/Skype for Business. Refer to page II-142. Now, this particular user will have Lync/Skype for Business facilities configured according to he configuration set selected here.
Newsticker
After you have selected the check box Enable news ticker, you will be able to select a dashboard server from the Dashboard server drop-down list (containing the ones that have a connection to the contact center the user belongs to) and news ticker pertaining to it.
Profiles Here you define the profiles that have access to this user.
Duplicate Click on the Duplicate button the template.
at the left from an existing template to duplicate
The following dialog window appears, where you should fill in the necessary fields and click the OK button.
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Voxtron Communication Center In this way you have created a new template without having to go through all the tab pages of the Add new user template window.
Modify Click on the Modify button at the left from an existing template to modify the properties of the user in the Modify user template dialog window (refer to page II53, CC91 | User templates).
Delete Click on the Delete button template.
at the left from an existing template to delete the
The following dialog window appears, asking you to confirm your decision by clicking the OK button.
Note: You cannot delete a user template if it is still assigned to one or more users. You would first have to unassign it.
Skills An incoming call/e-mail/fax/webchat/object is directed to the available agent, whose skills best match the needs of the contact. Via the IVR, the e-mail routing service and the webchat service, information is requested about the contact, the data input is compared with the agents' skills (their own individual skills and the skills they inherited of the group they might belong to) and the best-qualified agent has the call/e-mail/fax/webchat/object put through to him/her. According to your contact types and staff definitions, define the "Skills" (capabilities). The skills of the Contact Center are managed in CC91 | Skills. Depending on his/her access rights, a user can add, duplicate, modify or delete skills. Refer to page II-3. Contact Center Module (CC91)
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Note: In some restricted cases a Team Leader can assign, modify or remove existing skills from agents belonging to the same team as that particular team leader. Refer to II-32.
Note: If your company has an international scope, your agents should probably have foreign language skills. (knowledge of e.g. German, English, French, Italian, Spanish).
New Click the New button to add a new skill to the contact center. Enter the skill properties in the Add new skill dialog window.
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General
Skill name Please enter the name of the skill. Skill importance Enter the level of importance for the skill on a scale of 0 to 100 (default 50). 0 least important 100 very important Mandatory You can select whether the skill is a compulsory skill or not. To activate this field, select the Mandatory check box. Only if you have selected this check box will you be able to apply further settings: Last agent (who's not in pause) having this skill can log off Last agent having this skill can go in pause Not to allow to have an agent possessing a mandatory skill to go in pause or to log off is of course due to the potential importance of being able to reach an agent with that skill. Time after which the skill is no longer mandatory Here you can decide per interaction type (inbound calls, outbound calls, inbound emails, inbound faxes, webchat and incoming CC objects) whether the skill will no longer be mandatory after a certain amount of time:
Contact Center Module (CC91)
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•
Default: the default mandatory time is defined in the "Mandatory skills" page of the Admin Settings submenu of the CC91 menu. Refer to page II111.
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Never: the skill is always mandatory
•
After: the skill is no longer mandatory after the time selected from the adjoining check box
Of course this possibility will only be offered if you have selected the Mandatory check box. The interaction types appearing here are defined by the interaction types you enabled previously in the Configuration Interface.
Profiles
The Profiles tab page lists the profiles that can have access to this skill.
Modify Click on the Modify button at the left from an existing skill to modify the properties of the skill in the Modify skill dialog window (see earlier in the “New” section).
Delete Click on the Delete button from the contact center.
at the left from an existing skill to remove the skill
The following dialog window appears, asking you to confirm your decision by clicking the OK button.
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Warning: Skills are automatically routed from the IVR project. If you add or delete skills in the Administration Interface, you must also, if the situation arises, make modifications in the IVR project and vice versa!
Contact Codes The contact codes of the Contact Center are managed in CC91 | Contact codes. Depending on his/her access rights, a user can add, duplicate, modify or delete contact codes. Refer to page II-3.
With the contact codes, determine the type or the quality of the contacts (telephony calls, e-mails, faxes, webchats, or objects). It is important that you have already examined your contact types in the business. With the defined criteria, you can then define the individual contact codes and/or the contact code groups. The highest level in the contact code group (tree) gets an expand/collapse sign at the left of it as soon as a contact code sub item is assigned to it. You can drag and drop sub tree items to move them to other branches. If you drag contact codes containing sub contact codes they will of course also be moved to the same location.
Note: Here you can decide whether a contact code should be hidden (“hidden” is the default situation). If all contact codes in a contact code group are hidden, the contact code group will not be displayed in the main window of the client interface. Contact codes can be made mandatory in the Voxtron Client or not by selecting the Contact codes are mandatory check box or not.
Contact Center Module (CC91)
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Voxtron Communication Center Next to these general contact codes described in this section, contact codes can also be assigned to specific queues (refer to CC91 | Queues | Contact codes, on II89). If you collapse such a contact code group, you will get to see all queues the contact code sub items are assigned to. Every incoming call/e-mail/fax/webchat/object can be qualified with the contact codes. These are assigned to the call/e-mail/fax/webchat/object and can then be analyzed statistically.
For example: Contact codes can be defined, for: • Products •
Company structures (Sales, Marketing, Management, etc.)
•
Workflows (Orders, Complaints, Support, etc.)
New Click the Add new contact code button ( ) to add a new contact code to the contact center. If you have already defined contact codes, you can add a contact code as a sub item to the already existing contact code if the already defined contact code is selected and right-clicked and Add new contact code is selected. Enter the contact code properties in the Add new contact code dialog window.
General
By creating sub items under a contact code you can create "contact code trees". Name Enter the name of the contact code. This is the display name that is used in the Client Interface to identify the contact code. For this reason, make sure that the name of the contact code is selfexplanatory. II-86
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Voxtron Communication Center Description Optional property. Enter a short description for the contact code. This description is only displayed in the Administration Interface. Hidden Select this check box if you want the agents not to see this in their Client Interface. Click the OK button to add the new contact code.
Profiles
The Profiles tab page lists the profiles that can have access to this contact code.
Modify Right-click an existing contact code and select Modify contact code to modify the properties of the contact code in the Contact codes dialog window (see earlier in the “New” section).
Delete Right-click an existing contact code and select Delete contact code to remove the contact code from the contact center. If a contact code containing sub contact codes is deleted, all sub contact codes will of course also be deleted.
Queues Because it is possible to create several queues, contacts can be put in a separate queue before a skill based routing is applied. Contact Center Module (CC91)
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Voxtron Communication Center This implies that an agent will be able to log on for (a) specific queue(s) limiting the possible contacts he/she will get. The queues of the Contact Center are managed in CC91 | Queues. Depending on his/her access rights, a user can add, duplicate, modify or delete queues. Refer to page II-3.
Here you get an overview of the created queues showing the users belonging to it (Selected for users (per team)) and reflecting which users can change these particular queues (Changeable for users (per team)).
New General
Here you can fill out a queue name and decide whether this will be the default queue (by selecting the check box). Of course only one queue can be the default queue.
Note: Initially, there will always be a default queue (with the name "default") which will be displayed in the overview window. This queue will be used in case no queues have been created or no queue has been assigned to a contact.
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Contact codes
Here you can manage contact code settings per queue. When having general contact codes (these are the contact codes configured in CC91 | Contact Codes (refer to II-85)), these will be added to the queue specific contact codes. The contact codes will be added to each other according to the levels they are created in.
For example: A general contact code is created on level 1:e.g. “Contact Center”. On top of this, a queue specific contact code is also created on level 1 : “Axxium”. So, the contact codes that will be displayed in the Voxtron Client will be on level 1: “Axxium” and “Contact Center”.
You can have queue specific contact codes without having general contact codes and vice versa. The general contact codes and the queue specific contact codes will appear in separate trees in the contact codes field of the Voxtron Client window. Similar to the general contact codes, these queue specific contact codes can also be made mandatory in the Voxtron Client or not by selecting the Contact codes are mandatory check box or not. If the contact codes on a general level do not need to be filled in mandatorily, it could be possible that the contact codes on a queue level need to be filled in mandatorily and this can differ per queue.
New By clicking the Add new contact code button ( new queue specific contact codes:
Contact Center Module (CC91)
), you can create
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You can also define sub contact codes by right-clicking in the contact code overview (refer to page II-89) on the contact code you want to have a sub contact code for and select Add contact code.
Agent Settings
Here you can manage a few agent settings per queue. You can, however, always choose to use the default settings (these are the general settings configured in CC91 | Admin settings | Agents (refer to Error! Bookmark not defined.)) by selecting the concerned check box. In this case all the settings here will be appear dimmed. For an explanation of all these agent settings per queue refer to the general agent settings on page Error! Bookmark not defined..
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Overflow Peak moments can easily be managed by using this configurable overflow mechanism per queue. I.e. if a queue has too many contacts or if the waiting time for the contacts in the queue is too long, an overflow mechanism is available.
Requeue when number of waiting contacts in the queue exceeds < > contacts Here you can enter the number of waiting contacts that will define the contact to be moved to another queue or you can let the IVR provider decide. Contact Center Module (CC91)
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Requeue when the waiting time of a contact in the queue exceeds < > sec. Here you can enter the waiting time (number of seconds) that will define after which the contact will be moved to another queue or you can let the IVR provider decide.
Note: Selecting the Let provider decide option actually means that the contact in overflow is taken out the waiting state and a message reporting the overflow is sent to the IVR. Subsequently, the IVR will send a new “waiting” message with another queue or skills.
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Levels
An agent is part of a specific level for a specific queue (for a specific type of contact). The first level of agents for a particular queue is by default available for queueing and is not configurable.
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Voxtron Communication Center The consecutive levels (level 2, level 3, etc.) of agents is activated when a certain configurable combination of thresholds is met (waiting time, #agents, #contacts, #contacts/agent). I.e. as soon as the threshold has been reached, all the agents of the consecutive level will also become elegible for contacts.
Notes: Only contact types that are enabled (refer to CC91 | Configuration | Interactions) are shown here. While all levels can be modified (by clicking the appropriate button), only the last level can be deleted or duplicated (by clikcing the appropriate button). Click the Add level button, to add a consecutive level.
For each contact type, you can determine the number of available levels and for each level you can enable the condition(s) (waiting time, #agents, #contacts, #contacts/agent) and configure the corresponding threshold value.
Note: The threshold values for a specific level must be equal or greater than the values of the previous level and all selected conditions must have a threshold value.
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Routing
Here you can implement different routing strategies per queue. For an explanation of all these routing settings per queue refer to the general routing settings on page II-112. You can, however, always choose to use the default settings (these are the routing settings configured in CC91 | Admin settings | Routing (refer to II112)) by selecting the concerned check box. In this case the same routing strategy is applied for all queues. Contact Center Module (CC91)
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Advanced Routing
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Here you can implement different advanced routing strategies per queue. You can, however, always choose to use the default settings (these are the advanced routing settings configured in CC91 | Admin settings | Advanced routing (refer to II-96)) by selecting the concerned check box. In this case the same routing strategy is applied for all queues. For an explanation of all these advanced routing settings per queue refer to the general advanced routing settings on page II-96.
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Times
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Here you can implement the, different wrap-up times, (number of) extensions of wrap-up times, standard conversation times and congestion threshold times per queue and per interaction type. You can, however, always choose to use the default settings (these are the wrap-up times and congestion threshold times configured in CC91 | Admin settings | Times (refer to II-114)) by selecting the concerned check box. In this case the same strategy with respect to wrap-up time and congestion threshold times per interaction type is applied for all queues.
Profiles
The Profiles tab page lists the profiles that can have access to this queue.
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Modify Click on the Modify button at the left from an existing queue to modify the properties of the queue in the Modify queue dialog window (see earlier in the “New” section page II-88).
Delete Click on the Delete button at the left from an existing queue to remove the queue from the contact center. The following dialog window appears, asking you to confirm your decision by clicking the OK button.
Duplicate Click on the Duplicate button queue.
at the left from an existing queue to duplicate the
The following dialog window appears, where you should fill in the necessary fields and click the OK button.
In this way you have created a new queue without having to go through all the tab pages of the Add new queue window.
Teams The teams of the Contact Center are managed in CC91 | Teams. A team constitutes a number of users and comes in handy when having to deal with lots of agents in contact center circumstances. II-100
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Depending on his/her access rights, a user can add, duplicate, modify or delete teams. Refer to page II-3.
New Click on the Add new team ( ) button to add a new team to the contact center. Enter the group properties in the Add new team dialog window.
General
Users can be assigned to a team by selecting the check boxes in front of the user names. Users can be removed from a team by deselecting the check boxes in front of the user names. You can also see which template has been applied to a user (refer to CC91 | User templates, on page II-53).
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Profiles
The Profiles tab page lists the profiles that can have access to this team.
Modify Click on the Modify button at the left from an existing team to modify the properties of the team in the Modify team dialog window (see earlier in the “New” section page).
Duplicate Click on the Duplicate button team.
at the left from an existing team to duplicate the
The following dialog window appears, where you should fill in the necessary fields and click the OK button.
In this way you have created a new queue without having to go through all the tab pages of the Add new team window.
Delete Click on the Delete button from the contact center.
at the left from an existing team to remove the team
The following dialog window appears, asking you to confirm your decision by clicking the OK button. II-102
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Pause reasons The pause reasons of the Contact Center are managed in CC91 | Pause reasons. Depending on his/her access rights, a user can add, duplicate, modify or delete pause reasons. Refer to page II-3.
New Click on the Add new pause reason button to add a Pause reason to the contact center.
General Enter the name of the pause reason and decide whether it is the default pause reason or not in the Add new pause reason dialog window:
Note: The first pause reason added is automatically default. Contact Center Module (CC91)
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Voxtron Communication Center The agent will be able to select a pause reason when he/she wants to interrupt his/her work.
Profiles
The Profiles tab page lists the profiles that can have access to this pause reason.
Modify Click on the Modify pause reason button at the left from an existing pause reason to modify the properties of the pause reason in the Modify pause reason dialog window (see earlier in the “New” section page).
Note: If default pause reason is modified and the default check box is not selected while it was default, the new default pause reason is requested.
Delete Click on the Delete button at the left from an existing pause reason to remove the pause reason from the contact center. The following dialog window appears, asking you to confirm your decision by clicking the OK button.
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Note: If the default pause reason is deleted, a new default pause reason is requested if there are still other pause reasons left.
Cover sheets Here you can compose your own fax cover sheets for the faxes you send via the Voxtron Client.
Click the New button and the Add new cover sheet window will appear where you should fill in a Name for the sheet and compose its look using the Designer editing window.
General
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You can also fill in some Parameter fields that are actually text blocks with a specific content, depending on the type of parameter. There are automatic parameters (from a drop-down list in Designer window) and customer parameters. Automatic parameters are automatically replaced with their actual values. For example: suppose each fax cover sheet should contain the date and time when it was sent. This can be achieved by adding a text field to the page and fill in @[DATETIME]@ as the content of the field. When the fax is sent, the server will replace this value with the actual date and time of sending without the person sending the fax having to do anything. Customer parameters start and end with #[ and ]# and are text fields that the user should provide when he/she sends the fax. For example: suppose each cover sheet must have a short description. This can be done by adding a text field to the cover sheet and set the content to #[Short description]#. When the user sends a fax and selects the particular cover sheet, the printer wizard will request a value for each of these custom parameters in the cover sheet. After having created your fax cover sheet(s) here, a new window will pop up each time you send a fax, allowing you to select the fax cover sheet for that particular fax and fill in a number of predefined parameters (see above) that will define the look of the cover sheet.
Profiles
The Profiles tab page lists the profiles that can have access to this cover sheet.
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Voxtron Communication Center Once you created a fax cover sheet, you can create extra ones by following the same procedure (i.e. once again clicking the Add new cover sheet button ( ) and perform the above described procedure or by clicking on the Duplicate cover sheet button ( ) and performing the necessary changes (which might be easier and faster if only minor changes are involved). You can remove a fax cover sheet by clicking on the Delete cover sheet button ( ). Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter Sending a fax.
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Administration Settings Advanced routing
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If you have selected the Enable multiple contacts per agent check box, you can configure the routing rules applicable to the contacts you are handling. I.e. you can decide to have certain contacts (Allow column) routed to you after a certain period of time (When column) while handling certain contact types (While handling column).
Note: While it is perfectly feasible to handle two emails or faxes at the same time, it is not possible to handle two calls simultaneously You can do this by clicking on that contact type which will trigger a new dialog window.
Agents The general agent settings for the Contact Center are entered in CC91 | Admin settings | Agents.
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Automatic log off/pause settings Automatic log off/pause agent allowed when no answer (to all types of contacts) When selecting this check box, the agents will be logged off/put in pause (depending on the selected option) after seconds when not clicking one of the buttons in the client interface when an e-mail or webchat arrives, or when not answering the phone within the no-answer time defined in the IVR flow when a call comes in. Automatic log off/pause agent when handling multiple contacts When selecting this check box, the agents will be logged off after seconds when not clicking one of the buttons in the client interface when an e-mail arrives, or when not answering the phone within the noanswer time defined in the IVR flow when a call comes in. Only if the Pause agent option is selected, will that particular agent be able to select the Automatically go in pause when options in the General tab of the agent Options window of the Client application. Last agent settings Logging out of last agent By selecting this check box, the last agent in the Contact Center logged on in the system can log out from the Contact Center.
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Voxtron Communication Center It is advisory to select this check box, as it only really makes sense not to activate it, if the Contact Center is in 24 hour operation. Pause of last agent By selecting this check box, the last agent in the Contact Center logged on in the system can change his/her status to "paused". During this time no calls can be put through to agents. If you do not select this check box, you guarantee that there is always at least one agent to take calls/e-mails/webchats/objects in the Contact Center. ‘Last agent for this contact’ time span (days) This is the history, in days, to check when an agent has last interacted with the contact. Contact code settings Collapse contact codes in Client By selecting this check box you decide that the agents will get to see a contact code tree down to the level you decide in the combo-box below that will now automatically be enabled. Collapse to level This combo box will be enabled if the check box above it has been selected. Threshold alarm settings Only show threshold alarms to suitable agents If this check box is selected, the agent is sure that the contact can be assigned to him/her (as he has the required skills for it) when rightclicking the contact in the waiting monitor and when clicking the "assign to me" option. Refer to PART FOUR: VOXTRON CLIENT 9.1, section Waiting Monitor.
Mandatory skills The default time after which a mandatory skill is no longer mandatory (per contact type) is set in CC91| Admin settings | Mandatory skills. This is the maximum time that a contact waits until he/she is transferred to the agent who best suits the contact's requirements (only if the call, e-mail, fax, webchat or object has a skill marked as mandatory). Refer to CC91 | Skills (page II-81). If the call, e-mail, fax, webchat or object cannot be taken, it is put through to the next suitable agent. Refer also to the “FailOnMissingRequiredSkill” input parameter of the Waiting function in the IVR Plug-In IVR2CC91. If the check box is selected, the skill concerned is only mandatory for the time entered in the edit field. If the check box is not selected, the skill is mandatory at all times. Contact Center Module (CC91)
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The contact types (interaction types) appearing here depend on the ones selected in CC91 | Configuration | Interactions (refer to page II-136). Next to this general default time, you can also decide per individual skill. Refer to CC91 | Skills (refer to page II-81).
Routing The routing settings for the Contact Center are entered in CC91| Admin settings | Routing.
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Routing Strategy Skill, Agent, and Time based routing are here weighed against each other. Next to this, the Number of contacts may be a decisive factor in the routing process. I.e. if the number of contacts is set to a maximum, the agents who do not have any contacts yet will get priority over agents that already have one or more contacts. If the number of contacts is set to a minimum, the best suited agent may get a flood of contacts routed to him/her. Agent based routing parameters The settings in this part of the routing configuration become more important depending on how you have defined your Agent based routing strategy previously (e.g. Maximum). Time based routing parameters The settings in this part of the routing configuration become more important depending on how you have defined your Time based routing strategy previously (e.g. Maximum). Contact Center Module (CC91)
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Note: The time based routing parameters can be set separately for inbound calls, outbound calls, inbound emails, inbound faxes, webchat and incoming CC objects. The sliding bars for emails, faxes, webchat and/or objects will only be visible if the respective routing has been enabled in CC91 | Configuration | Interactions on page II-136. To guarantee that the work stations in the Contact Center are used as equally as possible and the calls, e-mails, faxes, webchats and objects are distributed fairly, there are three predefined criteria available for use: The agent with the smallest load The last contacted agent The longest waiting agent Via the sliders you can set a value on a scale from Minimum (lowest) to Maximum (highest). Make sure that the rules are logical as a group and that no rule excludes another.
For example: The agent with the smallest load The last contacted agent The longest waiting agent
Normal Maximum Low
With this setting, priority lies with the last contacted agent. After that, the agent with the smallest load is serviced and only then the agent who has been waiting the longest. Manual routing By selecting the check box Enable manual routing, the administrator enables manual routing for all agents of the contact center. Only when this check box is selected, will an individual agent be able to assign contacts to him/herself. Next to his, it should be decided in CC91 | Users | Permissions or CC91 | User templates | Permissions whether a particular agent can assign contacts to him/herself and under what circumstances this should be possible. Refer to page II26 or II-56.
Times The general timer settings for the contact center are entered in CC91 | Admin settings | Times.
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Contact Center Module (CC91)
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When clicking on a specific queue (refer to CC91 | Queues | Times, on page II-98) you can define the specific standard wrap-up times and congestion threshold times per interaction type.
Note: If you have not defined any queues, the link you will have to click on will be the default queue. The interaction types that will appear here are dependent on the interactions that have been selected in CC91 | Configuration | Interactions (refer to page II-136). Maximum transfer time for manual transfer (mm:ss) Via the activity monitor, the team leader can assign a call waiting in the queue to an agent. The maximum connection time is the time the caller waits until the assigned agent is free. If the agent does not take the call, the call goes back to the queue. The call is assigned to a new free agent.
Inbound calls Standard conversation time (mm:ss) Here you can enter the unit of time before the progress bar of the conversation duration in the Voxtron Client of that agent will be blinking and turn red. Standard wrap-up time (mm:ss) Here, please enter a unit of time, which is available to every agent, after termination of the call. Take into consideration the fact that any call notes or entries in the database are to be completed after every call. The agent can terminate the standard wrap-up time manually at any time. Standard wrap-up extension time (mm:ss) Here, please enter a unit of time, which is available to every agent, after termination of the call to extend the wrap-up time. Take into consideration the fact that any call notes or entries in the database are to be completed after every call. The agent can terminate the standard wrap-up extension time manually at any time.
Note: Whether the agent can intervene in the wrap-up time (and in what way) is first decided in CC91 | Users, Permissions. Standard number of allowed wrap-up extensions Here, please enter the number of times the agent will be able to have his wrap-up time extended. The wrap-up time will end if this number is reached. II-116
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Note: Whether the agent can intervene in the wrap-up time (and in what way) is first decided in CC91 | Users, Permissions. Congestion threshold time (mm:ss) When this time is exceeded, a yellow group icon indicates to the agents that the Contact Center is at full capacity. While this icon is displayed, it means that 1 or more callers are in the queue and have exceeded the threshold time. Contact forward time-out for agent (mm:ss) Via his/her Voxtron (Web) Client, an agent in conversation can forward the call, to another queue/required agent. The maximum connection time is in fact the timeout for the required agent. After this time the call is forwarded to another free agent.
Campaign calls Standard result selection time (mm:ss) This is a timer at the end of a preview/progressive call to allow the agent to select the result. Standard conversation time (mm:ss) Here you can enter the unit of time before the progress bar of the conversation duration in the Voxtron Client of that agent will be blinking and turn red. Standard wrap-up time on success(mm:ss) Here, please enter a unit of time, which is available to every agent, after termination of the call. Take into consideration the fact that any call notes or entries in the database are to be completed after every call. The agent can terminate the standard wrap-up time manually at any time. Standard wrap-up time on failure (mm:ss) Here, please enter a unit of time, which is available to every agent, after termination of the call. Take into consideration the fact that any call notes or entries in the database are to be completed after every call. The agent can terminate the standard wrap-up time manually at any time. Standard wrap-up time on defer (mm:ss) The wrap-up time the agent gets after not having accepted a preview outbound call but having deferred its acceptance to a time in the future. Standard wrap-up extension time (mm:ss) Here, please enter a unit of time, which is available to every agent, after termination of the call to extend the wrap-up time. Take into consideration the fact that any call notes or entries in the database are to be completed after every call. The agent can terminate the standard wrap-up extension time manually at any time.
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Voxtron Communication Center Standard number of allowed wrap-up extensions Here, please enter the number of times the agent will be able to have his wrap-up time extended. The wrap-up time will end if this number is reached. Congestion threshold time (mm:ss) When this time is exceeded, a yellow group icon indicates to the agents that the Contact Center is at full capacity. While this icon is displayed, it means that 1 or more callers are in the queue and have exceeded the threshold time.
Note: Congestion threshold time is not applicable to preview dialing. Wrap-up time almost finished (mm:ss) Here, please enter a unit of time, which is available to every agent, indicating that his/her wrap-up time is almost completed. This parameter (only for the predictive dialer algorithm) allows starting calls sooner than the agent’s end of wrap-up, so that a new call is available at the actual end of the wrap-up.
Inbound faxes This edit field is only visible when fax routing has been selected in CC91 | Configuration| Interactions (refer to page II-136). Standard conversation time (mm:ss) Here you can enter the unit of time before the progress bar of the conversation duration in the Voxtron Client of that agent will be blinking and turn red. Standard wrap-up time (mm:ss) The standard wrap-up time for handling faxes can be defined independently from the wrap-up time for telephony calls, webchats, emails and/or objects. Standard wrap-up extension time (mm:ss) Here, please enter a unit of time, which is available to every agent, after termination of the call to extend the wrap-up time. Take into consideration the fact that any call notes or entries in the database are to be completed after every call. The agent can terminate the standard wrap-up extension time manually at any time. Standard number of allowed wrap-up extensions Here, please enter the number of times the agent will be able to have his wrap-up time extended. The wrap-up time will end if this number is reached. Congestion threshold time (Days hh:mm:ss) When this time is exceeded, a yellow group icon indicates to the agents that the Contact Center is at full capacity. While this icon is displayed, it II-118
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Emails This edit field is only visible when e-mail routing has been selected in CC91 | Configuration | Interactions (refer to page II-136). Standard conversation time (mm:ss) Here you can enter the unit of time before the progress bar of the conversation duration in the Voxtron Client of that agent will be blinking and turn red. Standard wrap-up time (mm:ss) The standard wrap-up time for handling e-mails can be defined independently from the wrap-up time for telephony calls, webchats, faxes and/or objects. Standard wrap-up extension time (mm:ss) Here, please enter a unit of time, which is available to every agent, after termination of the call to extend the wrap-up time. Take into consideration the fact that any call notes or entries in the database are to be completed after every call. The agent can terminate the standard wrap-up extension time manually at any time. Standard number of allowed wrap-up extensions Here, please enter the number of times the agent will be able to have his wrap-up time extended. The wrap-up time will end if this number is reached. Congestion threshold time (Days hh:mm:ss) When this time is exceeded, a yellow group icon indicates to the agents that the Contact Center is at full capacity. While this icon is displayed, it means that 1 or more emails are in the queue and have exceeded the threshold time. Contact forward time-out for agent (mm:ss) Via his/her Voxtron (Web) Client, an agent handling an email can forward the email, to another queue/required agent. The maximum connection time is in fact the timeout for the required agent. After this time the email is forwarded to another free agent.
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Webchat This edit field is only visible when webchat has been selected in CC91 | Configuration | Interactions (refer to page II-136). Standard conversation time (mm:ss) Here you can enter the unit of time before the progress bar of the conversation duration in the Voxtron Client of that agent will be blinking and turn red. Standard wrap-up time (mm:ss) The standard wrap-up time for handling webchats can be defined independently from the wrap-up time for telephony calls, e-mails, faxes and/or objects. Standard wrap-up extension time (mm:ss) Here, please enter a unit of time, which is available to every agent, after termination of the call to extend the wrap-up time. Take into consideration the fact that any call notes or entries in the database are to be completed after every call. The agent can terminate the standard wrap-up extension time manually at any time. Standard number of allowed wrap-up extensions Here, please enter the number of times the agent will be able to have his wrap-up time extended. The wrap-up time will end if this number is reached. Congestion threshold time (mm:ss) When this time is exceeded, a yellow group icon indicates to the agents that the Contact Center is at full capacity. While this icon is displayed, it means that 1 or more webchats are in the queue and have exceeded the threshold time. Contact forward time-out for agent (mm:ss) Via his/her Voxtron (Web) Client, an agent handling a chat can forward the chat, to another queue/required agent. The maximum connection time is in fact the timeout for the required agent. After this time the chat is forwarded to another free agent.
General note: You should regularly check the times entered. The Statistics Interface (Reporting module) helps you to fine tune the time settings.
Objects This edit field is only visible when objects have been selected in CC91 | Configuration | Interactions (refer to page II-136). II-120
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Standard conversation time (mm:ss) Here you can enter the unit of time before the progress bar of the conversation duration in the Voxtron Client of that agent will be blinking and turn red. Standard wrap-up time (mm:ss) The standard wrap-up time for handling objects can be defined independently from the wrap-up time for telephony calls, e-mails, faxes and/or webchats. Standard wrap-up extension time (mm:ss) Here, please enter a unit of time, which is available to every agent, after termination of the call to extend the wrap-up time. Take into consideration the fact that any call notes or entries in the database are to be completed after every call. The agent can terminate the standard wrap-up extension time manually at any time. Standard number of allowed wrap-up extensions Here, please enter the number of times the agent will be able to have his wrap-up time extended. The wrap-up time will end if this number is reached. Congestion threshold time (mm:ss) When this time is exceeded, a yellow group icon indicates to the agents that the Contact Center is at full capacity. While this icon is displayed, it means that 1 or more objects are in the queue and have exceeded the threshold time. Contact forward time-out for agent (mm:ss) Via his/her Voxtron (Web) Client, an agent handling an object can forward the object, to another queue/required agent. The maximum connection time is in fact the timeout for the required agent. After this time the object is forwarded to another free agent.
General note: You should regularly check the times entered. The Statistics Interface (Reporting module) helps you to fine tune the time settings.
Configuration Settings Active Directory Active Directory serves as a central location for network administration and security. Contact Center Module (CC91)
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Voxtron Communication Center It is possible to automatically synchronize the users of a certain contact center with a corporate Active Directory repository. This synchronization will automatically create (and remove) users that are assigned to a specific AD user group as a specific type of user in the VCC. For the VCC, this means that agents (for the Voxtron Client) and Web Center users (for the Web Center) can log on to the software application (Voxtron Client) using their Windows credentials (Single Sign On). In CC91 | Configuration | Active Directory, the synchronization is set up between the Active Directory users and the VCC users.
Domain settings Domain Server The hostname of the windows domain server. E.g.: myserver.mycompany.com
Domain Name The Windows domain name, to be used to access the user group information in the Active Directory repository. E.g. ‘Voxtron’ part of the uid ‘Voxtron\vcc’
Domain Account A Windows account that allows access to the user group information in the Active Directory repository. E.g. ‘vcc’ part of the uid ‘Voxtron\vcc’
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Synchronization settings Group DN Distinguished Name of the group object list. OU meaning Organizational Unit and DC meaning Domain Component
Interval (min) The time between two synchronization cycles.
Include Lync/SfB extension If this check box is selected, users will be able to enter a SIP URL in the User’s phone number edit field in CC91 | Users, Permissions.
Synchronized AD groups Clicking on the OK button, the Web Center will make a connection with the domain server using the specified credentials. • If the domain credentials do not resolve, an error message is shown and the changes are not committed to the database. •
If the specified Group DN does not return at least one AD group, an error message is displayed and the changes are not committed to the database
•
If there are AD Sync groups configured that cannot be found in AD using the currently selected Group DN, a warning message will be displayed requiring an extra confirmation before the current configuration will be committed to the DB.
•
If all goes well, the groups retrieved from the AD will be used to (re)populate the ‘AD Group’ dropdown list in the administration windows and the changes are committed to the database.
All existing AD sync groups are listed with their related template, profile and team(s). A user will only see the user profiles, teams and user templates for which his/her profile has the “View” right. Refer to page II-5.
Note: If a whole team (i.e. team members and team leader) is in an AD group to be synchronized and later you should decide to alter a group member’s rights (for example extend a team leader’s rights), the synchronization process will not update that group member. You should first remove that particular group member from the AD group and wait for a synchronization cycle. The group member will be Contact Center Module (CC91)
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Voxtron Communication Center deleted and subsequently the group member can be created again with a new template.
New You can create a new AD sync group by clicking on the Add new group button. The following window will be opened:
AD Group A user group in the Active Directory
User Template A VCC user template. Refer to the Templates tab page of CC91 | Profiles, new on page II-13.
Profile A VCC user profile. Refer to the Profile tab page of CC91 | Profiles, new on page II-11.
Teams Here you can specify (a) (particular) team(s) or select all teams. You can also decide to not select any team. Refer to the Teams tab page of CC91 | Profiles, new on page II-13. If you have configured the AD sync group, you can click on the OK button. If the configuration is valid, the AD Sync list will display the newly added synchronization.
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Delete You can delete an existing AD sync group by clicking on the Delete
button.
Address book
Here you should enter the Address book service URL from which the different client components (Voxtron (Web) Client Phone toolbar, ERM91 handling pages and the Voxtron fax printer driver) can fetch the adress book.
Auto-update
By selecting the checkbox Enable Auto-update, agents will be warned when logging on that there is a new version of the Voxtron Client application available and will be started.
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Contact handling
Enter the URL for all contacts in the General contact page URL edit field. This page will be always shown in the Voxtron Client or Voxtron Web Client for all contacts. Enter the URL for faxes in the Fax detail page URL edit field. This page will only be shown in the Voxtron Client or Voxtron Web Client for faxes for which the Accept button has previously been clicked on. Enter the URL for webchats in the Direct chat page URL edit field. This page will only be shown in the Voxtron Client or Voxtron Web Client for faxes for which the Accept button has previously been clicked on. By selecting the check box Handle outgoing calls automatically as Contact Center calls for agent clients the outgoing calls of an agent will automatically be treated as contact center calls. This implies that during those calls contact codes can be (re)set. Consequently, these calls can also appear in the statistics under “outgoing contact center calls”.
Note: Contact Center calls are only applicable to agents that are logged on with the incoming calls interaction. Maximum number of digits of internal call The statistics have extra columns that hold the number of calls that involve an agent talking to an internal or external number. This property defines the maximum number of digits for an internal number. This means, every telephone number that has more digits than defined in this property, is an external telephone number.
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CTI Connection
Network IP address The IP address where the CTI Service is located. Port Here the port settings for the CTI service are entered. On this port number the server listens and clients are connected.
Call settings End of call delay Time (in milliseconds) that the end of the call is delayed.
Dashboard provider For the Contact Center to be able to publish dashboard parameters, the following configurations should be established.
General Enable dashboard Select this check box, if you want to enable dashboard functionality for this contact center.
Contact Center Module (CC91)
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Listen on port Enter the port number of the port on which the Wallboard Data Service listens. As several modules can publish parameters, this port number should be well considered, because it can only be used by one module at a time. Default is 48889.
Parameters
Here you can select the available parameters for the contact center and define whether you want those parameters per skill, per queue, per team or not.
CC Parameters In the table below you can find the list of CC parameters. •
Type indicates whether the parameter is a regular counter or a sliding window parameter.
•
Prefix if the prefix column is selected, the parameter has counter variants with a prefix per interaction type (or the interaction for which you are logged on). Below you can find a list of interaction types: • • • • • • •
•
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CallIn CallOut FaxIn ChatIn EmailIn EmailOut ObjectIn
Postfix if the postfix column is selected, the parameter has counter variants with a postfix per contact type (or the contact type that is handled). Below you can find a list of contact types. Modules
Voxtron Communication Center
•
•
• CallInCC • CallInDirect • CallOutCC • CallOutDirectCC • CallOutDirect • ChatInCC • ChatInDirect • ChatOutDirectCC • ChatOutDirect • EmailInCC • EmailOutDirect • EmailOutDirectCC • FaxInCC • FaxInDirect • FaxOutDirectCC • FaxOutDirect • ObjectsInCC Calculation: this is an extra postfix. For sliding window parameters, this indicates whether there is a counter variant with SUM, AVG or MAX. • AVG: an average over the sliding window • MAX: the maximum value within the sliding window • SUM: all vaulues in the sliding window are added Partition if this column is selected, you can filter the counter contents with respect to the properties: • •
General Skill/Queue/Team
no filtering filtering with regard to one of these properties
Note: In the names of the parameters below, a few concepts recur and deserve an explanation: A contact is created (begins), indicating the start of the self-service phase. The ‘connect’ state indicates that an agent will be necessary to handle this contact. When all the parameters for the routing are collected, the contact goes into ‘waiting’ state. When a contact is assigned by the CC, it goes into the ‘offering’ state where the agent gets a preview of the contact. When the agent accepts the contact, it transitions into ‘conversation’ state where the agent handles the contact. When the agent is ready, he ends the conversation and the contact enters the wrapup state. When the wrapup is finished, the life of the contact ends. Or, briefly: Waiting Offering
Contact Center Module (CC91)
contact is offered to CC for routing CC has found suitable agent and offers the contact to this agent. For a call, this means that the agent’s phone is ringing. For an email and chat, it means that the contact is II-129
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Conversation Wrapup
Name CurrentAverageWaiti ngTime CurrentMaximumWaiti ngTime
Prefix
Post fix
Calculation
presented in the Client application. agent has accepted the contact and starts handling it conversation or handling is finished, and wrapup period starts
Type
Description
Partition General,Skill, Queue General,Skill, Queue
x
Regular
Average time of contacts waiting till accept
x
Regular
Maximum time of contacts waiting till accept
CurrentNbrInConnect
x
Regular
Number of contacts in connect state
CurrentNbrInConvers ation CurrentNbrInOfferin g CurrentNbrInSelfSer vice
x
Regular
Number of contacts in conversation
x
Regular
Number of contacts offering
x
Regular
Number of contacts in self service
General
CurrentNbrInWaiting
x
Regular
Number of contacts waiting till accept (waiting in waiting monitor)
CurrentNbrInWrapup
x
Regular
Number of contacts in wrap-up
General,Skill, Queue General,Skill, Queue
CurrentNbrOfContact s CurrentNbrOfWaitingA ndMissingReqSkill NbrOfAgentsAvailabl eNotIdle
x
Regular
Number of contacts
x
Regular
Number of contacts waiting till accept and missing required skills
x
Regular
Number of agents that are NOT idle and available
NbrOfAgentsIdle
x
Regular
Number of agents that are idle and available
NbrOfAgentsInConver sation NbrOfAgentsInOfferi ng
x
x
Regular
Number of agents in conversation
x
x
Regular
Number of agents in offering
NbrOfAgentsInPause
x
Regular
Number of agents in pause
NbrOfAgentsInServic e
x
Regular
Number of agents logged on
NbrOfAgentsInWrapup
x
Regular
Number of contacts in wrap-up
x
Number of contacts accepted after QOS time AcceptedAfterQOSTim e
x
SUM
sliding
In this formula, “i” represents the interaction and “Ti” the reasonable waiting time for that interaction. This waiting time will have to be configured for each interaction type.
General General,Skill, Queue General,Skill, Queue
General General,Skill, Queue General,Skill, Queue,Team General,Skill, Queue,Team General,Skill, Queue General,Skill, Queue General,Skill, Queue,Team General,Skill, Queue,Team General,Skill, Queue
General,Queu e
Number of contacts accepted after QOS time for the first accept
AcceptedAfterQOSTim eFirst
x
SUM
sliding
In this formula, “i” represents the interaction and “Ti” the reasonable waiting time for that interaction. This waiting time will have to be configured for each interaction type. Note: This parameter is not recounted after a requeue and/or forward.
General,Queu e
Number of contacts accepted within QOS time
AcceptedInQOSTime
x
SUM
sliding
In this formula, “i” represents the interaction and “Ti” the reasonable waiting time for that interaction. This waiting time will have to be configured for each interaction type.
General,Queu e
Number of contacts accepted within QOS time for the first accept AcceptedInQOSTimeFi rst
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x
SUM
sliding
In this formula, “i” represents the interaction and “Ti” the reasonable waiting time for that interaction. This waiting time will have to be configured for each interaction type. Note:
General,Queu e
Modules
Voxtron Communication Center This parameter is not recounted after a requeue and/or forward. AgentToAgentTransfe rs
x
SUM
sliding
Number of agent to agent transfers for contacts
General
Connected
x
SUM
sliding
Number of connected contacts
General
ConversationTime
x
AVG
sliding
Completed conversation duration of contacts
Deleted
x
SUM
sliding
Number of contacts deleted
LostDuringConnect
x
SUM
sliding
Number of contacts lost in connect state Number of contacts lost during offering after QOS time
LostDuringOfferingA fterQOSTime
x
SUM
sliding
In this formula, “i” represents the interaction and “Ti” the reasonable waiting time for that interaction. This waiting time will have to be configured for each interaction type.
General,Skill, Queue General,Skill, Queue General,Skill, Queue
General,Skill, Queue
Number of contacts lost during offering after QOS time before the first accept
LostDuringOfferingA fterQOSTimeFirst
x
SUM
sliding
In this formula, “i” represents the interaction and “Ti” the reasonable waiting time for that interaction. This waiting time will have to be configured for each interaction type. Note: This parameter is not recounted after a requeue and/or forward.
General,Skill, Queue
Number of contacts lost during offering within QOS time LostDuringOfferingI nQOSTime
x
SUM
sliding
In this formula, “i” represents the interaction and “Ti” the reasonable waiting time for that interaction. This waiting time will have to be configured for each interaction type.
General,Skill, Queue
Number of contacts lost during offering within QOS time before the first accept
LostDuringOfferingI nQOSTimeFirst
x
SUM
sliding
In this formula, “i” represents the interaction and “Ti” the reasonable waiting time for that interaction. This waiting time will have to be configured for each interaction type. Note: This parameter is not recounted after a requeue and/or forward.
General,Skill, Queue
Number of contacts lost during waiting after QOS time LostDuringWaitingAf terQOSTime
x
SUM
sliding
In this formula, “i” represents the interaction and “Ti” the reasonable waiting time for that interaction. This waiting time will have to be configured for each interaction type.
General,Skill, Queue
Number of contacts lost during waiting after QOS time before the first accept
LostDuringWaitingAf terQOSTimeFirst
x
SUM
sliding
In this formula, “i” represents the interaction and “Ti” the reasonable waiting time for that interaction. This waiting time will have to be configured for each interaction type. Note: This parameter is not recounted after a requeue and/or forward.
General,Skill, Queue
Number of contacts lost during waiting within QOS time LostDuringWaitingIn QOSTime
x
SUM
sliding
In this formula, “i” represents the interaction and “Ti” the reasonable waiting time for that interaction. This waiting time will have to be configured for each interaction type.
General,Skill, Queue
Number of contacts lost during waiting within QOS time before the first accept LostDuringWaitingIn QOSTimeFirst
x
SUM
Contact Center Module (CC91)
sliding
In this formula, “i” represents the interaction and “Ti” the reasonable waiting time for that interaction. This waiting time will have to be configured for each interaction type. Note:
General,Skill, Queue
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Voxtron Communication Center This parameter is not recounted after a requeue and/or forward. Number of offered contacts not accepted
General,Queu e
NotAccepted
x
SUM
sliding
NotAcceptedInTime
x
SUM
sliding
Offered
x
SUM
sliding
Requeued
x
SUM
sliding
Number of contacts requeued
SelfServiced
x
SUM
sliding
Number of self serviced contacts The number of inbound calls where the caller has hung-up before answering all IVR questions.
Started
x
SUM
sliding
Number of contacts started
General
TimeTillAccepted
x
MAX,AVG
sliding
Time till accepted for contacts
TimeTillAcceptedFir st
x
MAX,AVG
sliding
Time till accepted for first time Note: This parameter is not recounted after a requeue and/or forward.
General,Skill, Queue
TimeTillNotAccepted
x
MAX,AVG
sliding
Time till not accepted (deleted,lost,...)
TimeTillNotAccepted First
x
MAX,AVG
sliding
WaitedToBeRouted
x
SUM
sliding
WaitedToBeRoutedFir st
x
SUM
sliding
Offering contacts not accepted in time The number of contact attempts that did not establish a connection (busy, no answer, …) Number of contacts offered This is the number of contact attempts made by (assigned to/transferring to) the contact center (these include busy, no answer, …)
Time till not accepted (deleted,lost,...) before a first accept Note: This parameter is not recounted after a requeue and/or forward. Number of contacts waited to be routed (for queues each assign to queue is counted as well) Number of contacts waited to be routed for the first time( for queues only the assigned queue at first wait is counted) Note: This parameter is not recounted after a requeue and/or forward.
General,Queu e General,Queu e General,Skill, Queue General
General,Skill, Queue General,Skill, Queue General,Skill, Queue General,Skill, Queue General,Skill, Queue
Parameters concerning the current status of agents Current status of a user UserCurrentStatus The status of a user. This status can be PAUSE/FREE/LOGGEDOFF/BUSY; any other value is a pause reason.
Note: Calculated, custom and SQL parameters (refer to page II-308) do not appear in this list, since they are proprietary to the WDS module and only available in its specific configuration.
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Faxes
You will only have this page if Allow fax and Allow direct fax have been selected in CC91 | Configuration | Interactions.
Contact Center Module (CC91)
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Fax routing Number of seconds before auto log off The value filled out in this edit box defines the duration (in seconds) in which the agent to whom the fax is routed, should respond. If this duration is exceeded, the agent will be automatically logged off by the contact center service.
Incoming faxes Path were the incoming faxes are stored By clicking on the Browse button you can select a location where the faxes will be saved in .TIF format for the number of days filled in in the Delete incoming faxes older than after edit box. Delete incoming faxes older than All incoming faxes older that the date defined via the adjoining drop-down lists will be deleted. E-mail address for incoming faxes This is only valid for incoming contact center faxes. The incoming direct faxes will be sent to email address defined in the E-mail edit field of the Personal tab page of CC91 | Users (refer to page II-23).
Outgoing faxes Path where the successful outgoing faxes are stored By clicking on the Browse button you can select a location where the successfully sent faxes will be saved in .TIF format for the number of days filled in in the Delete outgoing faxes older than edit boxes. Path where failed outgoing faxes are stored By clicking on the Browse button you can select a location where the failed sent faxes will be saved in .TIF format for the number of days filled in in the Delete outgoing faxes older than edit boxes. Delete outgoing faxes older than … All outgoing faxes older that the date defined via the adjoining drop-down lists will be deleted. Default sender name The name of the sender configured by the system administrator that the receiver will get to see and that the agent will see in the "From" column of the sent faxes of the "Fax center" fax list in the client window. Each individual agent is able to change this name by right-clicking the "Properties" button in the "Print" window and selecting the "Use the following Sender ID" edit box.
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Default sender number The number of the sender filled in by the system administrator that the receiver will get to see and that the agent will see in the "From" column of the sent faxes of the "Fax center" fax list in the client window if the sender name is not known. Attempts for busy Here you can fill in the number of attempts and the time interval between the attempts if the fax number is busy. The maximum number of attempts is 99. Attempts if no answer Here you can fill in the number of attempts and the time interval between the attempts if the fax number is not answered. The maximum number of attempts is 99. Attempts other Here you can fill in the number of attempts and the time interval between the attempts if the fax has not successfully sent for whatever other reason. The maximum number of attempts is 99.
Fax status report You can have a fax status report sent by email to an address that has been previously filled in in the E-mail edit field of the Personal tab page of CC91 | Users. The fact whether the concerned fax has been sent successfully or not will define the contents of the fax status report mail (refer to the chapter Sending a fax of PART FOUR: VOXTRON CLIENT 9.1. •
If the fax has been sent successfully: The fax status report will contain the number of pages and the date and time the fax was sent.
•
If the fax has failed: The fax status report will contain the reason why the fax failed and the date and time of the last attempt.
Fax cover sheet generation The CC service gets a fax cover sheet (that you made via CC91 | Cover sheets) from this URL.
Contact Center Module (CC91)
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Interactions
Allow inbound calls This check box cannot be unselected. I.e. it is default selected.
Allow outbound calls Only if this check box is selected, will you get the configuration possibilities under the Queues tab page of CC91 | Users (refer to page II32) and under the dialer module (DIAL12).
Allow email in Only if this check box is selected, will you get the configuration pages under ERM module (ERM91).
Allow email out Only if this check box is selected, will you get the configuration pages under ERM module (ERM91.
Allow fax Only if this check box or the Allow direct fax check box is selected, will you get the configuration page CC91| Configuration| Faxes.
Note: You will never get to see fax configuration features in the Permissions tab of the Users menu of Contact Center module (CC91) nor will there be a possibility to select faxes as contact type filter in the Client Interface or Web Center if this check box is not selected (refer to II-475). II-136
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Allow direct fax Only if this check box or the Allow fax check box is selected, will you get the configuration page CC91 | Configuration| Faxes.
Allow webchat Only if this check box is selected, will you get the configuration pages under CC91 | Configuration | Webchats and under the WCS module (WCS12).
Allow business objects Only if this check box is selected, will you get the configuration possibilities under the Queues tab page of CC91 | Users (refer to page II32).
Interactive Voice Response
Extensions used by IVR The CTI service uses these extensions to identify the calls coming from the IVR. Otherwise, the calls are skipped and no messages are sent to the contact center service. Changes to IVR extension settings have immediate effect without restarting the CTI service. The filled in extensions should be separated by a comma or a dash (up to and including) or a combination of both.
IVR group number This is the number that is called if DialOverIvr, listening or requeue of calls should occur.
Contact Center Module (CC91)
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License server
Network IP address The IP address where the License Server is located. Port Here the port settings for the License Server are entered. On this port number the server listens and clients are connected. Request timeout If an unreserved license is requested, you will have to wait this number of milliseconds for an answer of the license server.
License mode Use interaction login units The contact center service uses the purchased ILU licenses. Only when this option is selected, licenses should/could be reserved. Use routed multimedia contacts When this option is selected, the contact center service uses the purchased RMC licenses. A notification email is sent from the specified e-mail address (Notification email from address) to the specified e-mail address (Notification email to II-138
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Voxtron Communication Center address) when an RMC license file expires within the specified number of days or when there are less than (or an equal) number of licenses remaining.
Reserved licenses Reserved licenses are the licenses allocated at start-up time. By clicking the New button, you can add Interaction Log-in Units or Voxtron Clients as you wish:
You select either Interaction Log-in Units or Voxtron Clients from the Code drop-down list and you enter the number of items (of the above selected ILUs or Voxtron Clients) you want. If you select the Assign available check box, it is more likely you will be able to start up your Voxtron Client without being confronted with a license shortage. Refer to LIC12 | Overview, Available column on page II-294. Example: Your contact center might ask for 500 ILUs (reserved licenses from the available licenses per CC instance) at start-up time (in that way someone can log on without ILUs having to be requested at log on time). If you have then selected the Assign available check box, and there are only 450 ILUs left, you will be able to log on using those available licenses. I.e. if you would not have selected this check box, you would not be able to start up, because there are no 500 left.
Logging The extended logging settings for the contact center service are entered here. Changes to the logging settings have immediate effect without restarting the Contact Center service.
Contact Center Module (CC91)
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Log to file Trace information By selecting this check box, the CTI service will extend the logging with additional trace information.
XML message By selecting this check box, the CTI service will extend the logging with the XML messages that are sent and received by the contact center service.
Routing decisions This logging type is only used by the contact center service and enables the logging of the ICD (routing module). The values entered in in the Compress files older than, Delete files older than, Maximum file size and Minimum required free space on hard disk edit boxes are used to save hard disk space.
Log to event log You first have to select the Enable to the Windows Event log check box before you can select any basic or additional log types (Debug information, Errors, Exceptions, Warnings, Successful actions, Trace information, XML messages, Routing decisions).
Log to Syslog server You first have to select the Enable logging to the Syslog server check box before you can select any basic or additional log types (Debug information, Errors, Exceptions, Warnings, Successful actions, Warnings, Trace information, XML messages, Routing decisions). Of course you have to fill in the IP address and Port number of the Syslog server before any logging can be generated on that server.
Contact Center Module (CC91)
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Lync/Skype for Business
Lync / Skype for Business configuration To configure the Network settings (server side) of the IPTel provider, first select the Enable Lync / Skype for Business integration check box and subsequently enter 47100 in the CTI-IPTel Provider Port edit field and enter 127.0.0.1 in the CTI-IPTel Provider address edit field.
Configuration sets Click the Add new configuration button to configure your Lync integration:
Enter a name in the Configuration name edit field. There can be only one default configuration set if the Lync integration is enabled. Additional configurations are optional. II-142
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General Automatically sign in into Microsoft Lync Client This check box is selected by default and means that Lync users will be logged on automatically. Synchronize Lync & SfB presence status with Voxtron Client status This check box is selected by default. This configuration consists in mapping your Lync presence statuses with the Contact Center pause reasons
Contact handling
Here you can specify how the Lync presence statuses will be shown when handling contacts (other than calls) in the Voxtron Client. If emails, faxes and chats are handled in the Voxtron Client, you can define the corresponding presence statuses in the Lync Client by selecting the appropriate check box(es) (Set presence status when handling emails, Set presence status when handling faxes and Set presence status when handling chat) and filling in the appropriate Lync presence statuses in the corresponding edit field(s). You can decide what should happen in the Lync Client, if the Voxtron Client is in wrap-up by selecting the check box (Set presence status when user is in wrap-up) and filling in the appropriate Lync presence status in the corresponding edit field. Below you can find an overview of the available Lync presence statuses:
Contact Center Module (CC91)
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Default pause handling
Here you can decide how the default presence states in Lync/SfB should be handled with respect to the pause state in the software.
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Voxtron Communication Center When changing the presence status in the Contact Center, the presence statuses in the Lync will automatically change into the same status (if mapped). If the pause reason does not exist in the Lync Client, you can decide in the configuration what to do with it.
Example: If you have configured "Out of office" as a pause reason in the Voxtron Client and it does does not exist in the Lync Client. The status in the Voxtron Client will go to "Out of office" and since you have configured in the above window that these pause reasons will be automatically mapped to the presence status "Away", the presence status in the Lync Client changes to "Away".
Custom pause handling
In Lync/SfB you can define custom presence states (others than the ones defined in the overview on page II-144). Click the Add button at the left of Custom Lync presence and subsequently these custom Lync presences states will have to be mapped to the pause reasons of the contact center.
Network
Contact Center Module (CC91)
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Port The port settings for the contact center service are entered in the Port section of the Network page. On this port number the server listens and clients are connected. Changes to the port setting only have effect after the Contact Center service is restarted.
Outgoing mail server Gathers the replies (outgoing mails) from the agent that should be routed to the customers.
SMTP Server Outgoing mails (agent replies) are sent via an SMTP server. In this edit box the address for that outgoing server is defined. Port The port number of the outgoing e-mail server. If the SMTP server requires a login, select this check box and fill in the Login and the Password in the appropriate edit boxes.
Quality of Service
Quality of service Call In time Here you define the time (in seconds) in which an incoming CC call should be answered in order to have a positive influence for QOS. II-146
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Quality of service Webchat time Here you define the time (in seconds) in which an incoming webchat should be accepted in order to have a positive influence for QOS.
Reporting
First week of the year Select the first week of the year from the drop-down list. In this way, week numbers can be displayed in the statistic reports. Scheduled statistics e-mail address E-mail address that scheduled statistics will be sent to. Presentation interval By selecting check boxes here, you define the Interval in the period edit field of the Report overview. Refer to the Report overview in Reporting | on page II-347. Scheduling interval By selecting check boxes here, you define the list of items from which you will be able to select in the Every drop-down list in the Schedule edit field of the Contact Center Module (CC91)
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Voxtron Communication Center Scheduling tab page. Refer to Scheduling in the Skill Report on page II-436 (Reporting | Skill reports).
Security Here you can configure the password policy components so that the security of the VCC is improved and safedguarded.
Password Policy You can configure the password policy by selecting a list of policy components that will be verified when the user password is changed. The following optional password policy components are available and can be combined to check different aspects of the password:
Minimum password length The password should contain at least characters Maximum password length The password must not contain more than characters Limit password duration days Number of days after which the the user is forced to change the password Force usage of both upper and lower case The password should contain both upper and lower case alphabetical characters This option is selected by default. Force usage of at least alphabetical characters The password should contain at least alphabetical characters II-148
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Force usage of at least numerical characters The password should contain at least numerical characters Force usage of at least special characters The password should contain at least special characters (e.g. @, #, %, £, &) Prohibit use of user’s personal information The password should not contain user’s personal information (e.g. first name, last name) This option is selected by default. Prohibit use of specific strings The password should not contain particuar configurable substrings (e.g. company name, common words, etc.) Only if you select this option will you be able to specify such strings by clicking the Add button and configuring the resulting dialog window:
Login Lockout Here you can enable or disable and configure the locking out of login attempts to prevent passwords from being hacked.
You can only configure the locking out modalities after having selected the Enable password lockout option.
Contact Center Module (CC91)
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Telephony
Phone control allowed If you select this check box you can perform telephone actions through TAPI. If this check box is selected your client interface screen can possibly have extra buttons in your client main window (answer, hang up (forward), dial and hold (retrieve), swap, and conference and call journal). Refer to PART FOUR: VOXTRON CLIENT 9.1, section Main Window.
Swap action allowed If you select this check box there will be an extra button in the Phone toolbar in your client main window that allows you to toggle between a call on hold and a consultation call. You can only select this check box if the Phone control allowed check box has been previously selected.
3rd party conference allowed If you select this check box there will be an extra button in the Phone toolbar in your client main window that allows you to perform conference calls. You can only select this check box if the Phone control allowed check box has been previously selected.
Hold action llowed If you select this check box there will be an extra button in the Phone toolbar in your client main window that allows you to hold calls. You can only select this check box if the Phone control allowed check box has been previously selected.
Consult action allowed If you select this check box there will be an extra button in the Phone toolbar in your client main window that allows you to perform consultation calls. You can only select this check box if the Phone control allowed check box has been previously selected.
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Call journal allowed If you select this check box there will be an extra button in the Phone toolbar in your client main window that allows you to consult a call journal. You can only select this check box if the Phone control allowed check box has been previously selected. Only if you have selected this check box, will you be able to enter a number in the Number of days in the call journal edit field (information that is older will be removed from the database).
Contact Center Module (CC91)
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CTI MODULE (CIT52) Introduction Via the Web Center you can configure the CTI (Computer Telephony Integration) module which provides telephony information to whatever module instance that has a need for it. It is, however, mainly used by the contact center module for call monitoring and call control and the CTI information is provided via TAPI (Telephony Application Programming Interface).
CTI Service
CTI server The CTI server instance settings are entered here.
Port number On this port number the CTI server listens and clients are connected. Changes to the port setting only have effect after the CTI service is restarted.
Providers IP Tel provider Needed for SIP phone and/or Voxtron Client for Microsoft Lync.
CTI Module (CIT52)
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IVR provider Via this IVR provider non-TAPI monitored agents (remote agents) can be monitored. If you have predictive dialing this check box should be enabled.
Note: For IP Tel provider, IVR provider and SIP Presence provider a license is needed before being able to use them.
TAPI provider Monitors agents via a 3rd-party TAPI driver (TSP). This is by default enabled.
SIP Presence provider Monitors agent via SIP Presence Notifications described in RFC 3856.
Phone number format Maximum length of internal number The statistics have extra columns that hold the number of calls that involve an agent talking to an internal or external number. This property defines the maximum number of digits for an internal number. This means, every telephone number that has more digits than defined in this property, is an external telephone number. Country code, Area code, Access code to international calls, Access code for international calls, Root for own external numbers are all country-, company- and/or PBX-dependent.
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IP Tel Provider Active Directory
Domain settings Domain Server The hostname of the windows domain server. E.g.: myserver.mycompany.com
Domain Name The Windows domain name, to be used to access the user group information in the Active Directory repository. E.g. ‘Voxtron’ part of the uid ‘Voxtron\vcc’
Domain Account A Windows account that allows access to the user group information in the Active Directory repository. E.g. ‘vcc’ part of the uid ‘Voxtron\vcc’
Password The password for the domain account. Synchronization settings CTI Module (CIT52)
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Synchronization settings Group DN Distinguished Name of the group object list. OU meaning Organizational Unit and DC meaning Domain Component
Interval (min) The time between two synchronization cycles.
Synchronized AD groups Clicking on the OK button, the Web Center will make a connection with the domain server using the specified credentials. • If the domain credentials do not resolve, an error message is shown and the changes are not committed to the database. •
If the specified Group DN does not return at least one AD group, an error message is displayed and the changes are not committed to the database
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If there are AD Sync groups configured that cannot be found in AD using the currently selected Group DN, a warning message will be displayed requiring an extra confirmation before the current configuration will be committed to the DB.
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If all goes well, the groups retrieved from the AD will be used to (re)populate the ‘AD Group’ dropdown list in the administration windows and the changes are committed to the database.
All existing AD sync groups are listed with their related template, profile and team(s). A user will only see the user profiles, teams and user templates for which his/her profile has the “View” right. Refer to page II-5.
Note: If a whole team (i.e. team members and team leader) is in an AD group to be synchronized and later you should decide to alter a group member’s rights (for example extend a team leader’s rights), the synchronization process will not update that group member. You should first remove that particular group member from the AD group and wait for a synchronization cycle. The group member will be deleted and subsequently the group member can be created again with a new template.
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New You can create a new AD sync group by clicking on the Add new group button. The following window will be opened:
AD Group A user group in the Active Directory
User Template A VCC user template. Refer to the Templates tab page of CC91 | Profiles, new on page II-13.
Profile A VCC user profile. Refer to the Profile tab page of CC91 | Profiles, new on page II-11.
Teams Here you can specify (a) (particular) team(s) or select all teams. You can also decide to not select any team. Refer to the Teams tab page of CC91 | Profiles, new on page II-13. If you have configured the AD sync group, you can click on the OK button. If the configuration is valid, the AD Sync list will display the newly added synchronization.
Modify You can modify an existing AD sync group by clicking on the Modify button You will get the same window as when clicking on the New button. Refer to page II-124.
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Delete You can delete an existing AD sync group by clicking on the Delete
button.
Settings
General settings Strip SIP Address Strips SIP addressing from call information. For example, sip:[email protected]:5060 becomes 5006. Idle call cleanup timer (ms) The time (in milliseconds) a call is kept in memory after it has ended in order to detect inter agent transfers.
Network Port Here you can configure the network settings (server side) of the IP Tel provider (port number to the CTI IP Tel provider).
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Valid extensions
The valid extensions list can contain three type of items: • Value: an exact value •
Regex: a regular expression
•
Range: a range of values, e.g. 78-82
Any value that is being registered that is not within the valid extension range, is reported as an error.
IVR provider Via this CTI IVR provider non-TAPI monitored agents (remote agents) can be monitored.
Number rules This is a list containing the phone numbers of your remote agents (these are numbers of agents that do not have a phone device that can be monitored via TAPI, e.g. mobile phones, DECT phones, agents' home phone numbers). By clicking New, you can add numbers to the list:
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Note: This list is configured and managed via the CTI configuration in the Web Center to make sure that no individual agents would be able to choose invalid numbers.
Settings
General Timeout when IVR has gone down In the IVR call flow, you can set states (e.g. "connected") that will not be cleared automatically. To have them cleared, this Timeout when IVR has gone down is used. II-160
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Network Port number Port number to the CTI IVR provider.
License server
IP address IP address where the license server is located.
Port On this port number the license server listens and clients are connected. Changes to the port setting only have effect after the license service is restarted.
Request timeout License request timeout in milliseconds.
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Logging
The extended logging settings for the CTI service are entered here. Changes to the logging settings have immediate effect without restarting the CTI service.
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Log to file Trace information By selecting this check box, the CTI service will extend the logging with additional trace information.
XML message By selecting this check box, the CTI service will extend the logging with the XML messages that are sent and received by the contact center service.
TAPI Analysis API Trace The values entered in the Compress files older than, Delete files older than, Maximum file size and Minimum required free space on hard disk edit boxes are used to save hard disk space.
Log to event log You first have to select the Enable logging to the Windows Event log check box before you can select any basic or additional log types (Debug information, Errors, Exceptions, Warnings, Successful actions, Trace information, XML messages, TAPI Analysis, API Trace).
Log to Syslog server You first have to select the Enable logging to the Syslog server check box before you can select any basic or additional log types (Debug information, Errors, Exceptions, Warnings, Successful actions, Trace information, XML messages, TAPI Analysis, API Trace). Of course you have to fill in the IP address and Port number of the Syslog server before any logging can be generated on that server.
SIP Presence Provider Escaux Controls settings specific to the Escaux SOP PBX.
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General Idle Call Timer (ms) The time (in milliseconds) a call is kept in memory after it has ended in order to detect inter agent transfers.
Call Control HTTP server IP for the Escaux Call Control server. Dial cleanup timer (ms) Time to wait for a dial command to complete.
Network
Account Service Provider SIP service provider (Example: sip:127.0.0.1) Account SIP Account name (Example: sip:[email protected]) II-164
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User Name SIP user name (Example: user) Use Password Check if the user account requires a password. Password Account password
Local Local IP The IP Address to bind the local service to, this is for Multi-Network environments only. (Default: “Auto”). Local Port Local port used to communicate with the service provider.
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TAPI Provider Driver Settings
As TAPI differs depending on the particular PBX, some check boxes should (not) be selected. In general, however, keep the default settings. If in doubt, contact Voxtron Support at http://support.voxtron.com.
Force TAPI Caps off/Force TAPI Caps on A TAPI driver has internal flags ("caps") that display supported functions, states and behaviour. By entering specific TAPI caps in the Force "TAPI Caps off"/"Force TAPI Caps on" edit boxes you can influence the CTI service behaviour.
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Use Address Name/Use Regular expression Here there are four possibilities: •
If you don't select either of the check boxes , the extension will be looked for in the device name by means of the default right to left parsing.
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If you don't select the Use address name check box, but you do select the Use regular expression check box, the extension will be looked for in the device name by matching the regular expression filled in in the edit box below.
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If you select both the Use regular expression and Use address name check boxes, the extension will be looked for in the address name and the device name by matching the regular expression filled in in the edit box below.
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If you select the Use Address Name check box and you don't select the Use Regular expression check box, the extension will be looked for both in the address name and the device name by means of the default right to left parsing.
Note: ext(\d+) is an example of a regular expression that might be filled in in the edit box. It will look for the literal text string ext followed immediately be one or more digits form 0 to 9 and thus isolate the extensions from the list of TAPI device names and/or address names meeting these conditions.
Examples of Regular Expressions Agfeo PBX with the following device names for extensions: Extension (10\0) Extension (11\0) Extension (12\0) ... In this case the default parsing (right to left) will not work since the first number that would be extracted, would be 0 for all extensions.
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Voxtron Communication Center Consequently, the following regular expression should be applied: \((\d+)\\, extracting the extension (the number) appearing between the characters “(“ and “\”. • The characters “(“ and “\” have a special meaning in regular expressions. These so called metacharacters have to be preceded by a backslash “\”. •
The remaining “(\d+)” in between always appear in regular expressions intended for TAPI.
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The brackets (grouping metacharacters) are needed for the actual extraction of the extension. This corresponds with the perl special variable “$1”. Only the first group of brackets is taken into account.
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“\d” is the abbreviation of the often used character class [0-9] and stands for one digit: 0, 1, 2, … or 9.
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“+” serves to match repetition, meaning “match once or several times (at least once)”.
Consequently, the combination (\d+) means: “Extract a number from the string that contains 1 or more digits”. So, in the case of TAPI device names in which telephone set extensions are extracted, the regular expression excerpt (\d+) will always appear.
Avaya PBX with 32bit TAPI driver: Tapi32-10 Tapi32-11 Tapi32 … In this case the default parsing (right to left) will work perfectly. The regular expression that could do the job, could be something like this: -(\d+) or Tapi32-(\d+). The first one is to be preferred, since longer regular expressions might contain errors more easily.
PBX showing first the international prefix per extension: +3237604053-53 +3237604054-54 Also here the regular expression -(\d+) will do the job. II-168
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Note: The regular expression should not be enclosed by slashes (as in /regex/, because that is taken care of by the configuration tool itself.
General Settings
Timeout TAPI request The time waiting (in milliseconds) for an answer to a request. If you request a DIAL for example, it will take milliseconds before NOANSWER is sent.
TAPI Event delay All TAPI events are milliseconds delayed because of transfer detection.
TAPI call cleanup timer The time (in milliseconds) a call is kept in memory after it has ended in order to detect Transfer or Pickup. If the check box Use lineGetLineDevStatus is selected, the function "lineGetLineDevStatus" is used to request the status when registering an extension (e.g. "off hook", "call already in progress", "forwarding call", ...) With some rare PBXs selecting this check box can give cause to unsupported behaviour. In those cases it is advised to not select this check box.
Central Office Extension (CO Lines) This is an edit field that is specific for Panasonic PBXs that allow monitoring trunk lines (i.e. the CO lines) with TAPI. CTI Module (CIT52)
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TAPI Analysis
Analysis settings Threshold settings are used to regulate the sensitivity of the transfer detection. When using large rule sets, a threshold of 10 to 20 may reduce cases of false positives in transfer detection. II-170
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Rule Set The rule set is used for the detection of transfers and group pick-ups. The Use rule set drop-down list is a limited list of the most common PBXtypes. If you click your PBX type the rule set will change accordingly. For any rule set, you can add rule(s) for CONSULT, TRANSFER and PICKUP. When you click on the OK button, the particular rule set will become the "custom rule set".
Note: When you select Default from the "Use rule set" drop-down list, you will get a summary of the most common PBX rule sets (generic PBX).
TAPI Error Ignore
As TAPI differs depending on the particular PBX, contact Voxtron Support at http://support.voxtron.com.
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E-MAIL DATABASE CONNECTOR (EDC41) Introduction
The Email Database Connector Service checks an ODBC compliant database at regular intervals for email messages to be sent (outgoing mail). These messages are sent via SMTP. When a mailbox is full or has been removed from the server, the remote mail server will send a delivery notification message to the sender of the mail message. The sender is a voicemail system mailbox on the remote mail server. Email messages are received from the remote mail server via POP3 or IMAP4. The Email Database Connector Service receives the email messages and will store them in a database. There is also the possibility to resend ‘bounced’ email messages. These are emails that have not reached the addressee (because the email address is wrong, the addressee's mailbox is full, etc.) The way in which mail messages are sent and received/stored can be configured via the Web Center (EDC41).
Bounced mail Here you can configure how bounced mail messages will be handled. Some email accounts are polled every <> seconds for new incoming mails, representing delivery error messages.
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Bounced mails settings The Store bounced mail in DB check box should be selected to enable the resending of bounced emails. The two edit boxes below are of no influence if this check box is not selected. Default the check box is not selected.
Polling interval seconds Every seconds, the email accounts for new delivery error emails are polled and the mail records in the database are updated with the SQL statement filled in, in the SQL string to update email.
SQL string to update email If the Store bounced mail in DB check box is selected and a valuable SQL string for updating mails in the database is entered in this edit box, the database is notified about the new status of the mails. The SQL string should be written according to the free SQL syntax and can contain the following variable input parameters: message_id status
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The email message identifier. The status of the email. This parameter can have one of the following values: NEW: new message to send BOUNCED: retry sending this message after the message was bounced SENT: the message is sent and no bouncing has been received yet MAILFAILED: the system was not able to assemble the email from this record Modules
Voxtron Communication Center SENDFAILED:
the system was not able to send the message (SMTP server errors)
SQL string example UPDATE MailQueue SET MQ_Status='{status}' WHERE MQ_MessageId='{message_id}';
Note: For a more extensive description of the Free SQL syntax, refer to the section Free SQL syntax in PART THREE: IVR DEVELOPER’S GUIDE.
Incoming mail Here you can configure how incoming mail messages will be handled.
Incoming mail database Here you can configure the settings of the ODBC (Open Database Connectivity) database for receiving mail messages.
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Server Here you have to enter the server of the database.
Database Here you have to enter the desired database - via its DSN (Data Source Name) - in which all incoming mail messages can be stored.
Login and Password In order to make use of the Incoming mail database you need a login and password for security reasons. This is the login ID and password that are used when connecting to the database.
Connection timeout Maximum time in seconds to wait for a free connection. There is only one simultaneous connection allowed to do the database actions for the incoming mails. If the connection is busy, there is free connection anymore. In case another connection needs to be made, this one will have to wait seconds for the other connection to come free. If the connection does not become free in seconds, the database action (query or stored procedure) will not be executed. Default value: 10
Incoming mail settings The Store incoming mail in DB check box should be selected in order for your database to store incoming emails. The two edit boxes below are of no influence if this check box is not selected. Default the check box is not selected.
Polling interval seconds Every seconds, the SQL statement entered in the SQL string to insert will be executed. I.e. the incoming mail thread polls every seconds the email accounts for new mails and adds them to the incoming mail database
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SQL string to insert If the Store incoming mail in DB check box is selected and a valuable SQL string for storing mails in the database is entered in this edit box, the incoming mails will be stored in the ODBC database previously selected via its DSN on the Incoming mail database menu item (refer to page II-175). The SQL string should be written according to the free SQL syntax and can contain the following variable input parameters: message_id reply
The email message identifier. The reply address of the email. This is the address to which a reply must be sent. If not defined, the {from} parameter is used. sender The sender of the email. from The from address of the email (the originator of the email). to The to address of the email. The address can be a list of multiple addresses separated by a semicolon ‘;’. cc The carbon copy address of the email. The address can be a list of multiple addresses separated by a semicolon ‘;’. bcc The blind carbon copy address of the email. The address can be a list of multiple addresses separated by a semicolon ‘;’. subject The subject of the email. Content_type The content type of the email (e.g. plain/text, multipart/voice-message, …). body_type Indicates the content of the body. This can be the body text of the email or a file path name in where the body of the email is stored. body The body text of the email or a file path name. number_of_attachments The number of attachments of the email. attachments The list of attachments, separated by a ‘|’ in which each attachment has the following format [name]*[content type]*[file path name of the attachment].
SQL string example INSERT INTO MailQueue (MQ_MessageId, MQ_Reply, MQ_Sender, MQ_From, MQ_To, MQ_Subject, MQ_ContentType, MQ_BodyTextType, MQ_BodyText, MQ_NbrOfAttachments, MQ_Attachments, MQ_Status, MQ_Retries, MQ_TimePushed) VALUES ('{message_id}', '{reply}', '{sender}', '{from}', '{to}', '{subject}', '{content_type}', {body_type}, '{body}', {number_of_attachments}, '{attachments}', '', 0, GetDate());
Note: For a more extensive description of the Free SQL syntax, refer to the section Free SQL syntax in PART THREE: IVR DEVELOPER’S GUIDE. E-Mail Database connector (EDC41)
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Licenses
IP address The IP address where the License Server is located. Port Here the port settings for the License Server are entered. On this port number the server listens and clients are connected. Request timeout If an unreserved license is requested, you will have to wait this number of milliseconds for an answer of the license server.
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Logging The extended logging settings for the EDC service are entered here. Changes to the logging settings have immediate effect without restarting the EDC service.
Log to file Trace information By selecting this check box, the EDC service will extend the logging with additional trace information. E-Mail Database connector (EDC41)
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Status information By selecting this check box, the EDC service will extend the logging with additional status information. The values entered in in the Compress files older than, Delete files older than, Maximum file size and Minimum required free space on hard disk edit boxes are used to save hard disk space.
Log to event log You first have to select the Enable logging to the Windows Event log check box before you can select any basic or additional log types (Debug information, Errors, Exceptions, Warnings, Successful actions, Trace information, XML messages).
Log to Syslog server You first have to select the Enable logging to the Syslog server check box before you can select any basic or additional log types (Debug information, Errors, Exceptions, Warnings, Successful actions, Trace information, XML messages). Of course you have to fill in the IP address and Port number of the Syslog server before any logging can be generated on that server.
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Mail server settings
Incoming mail accounts List of mailboxes to poll for new incoming mail messages. It is possible to add, modify or delete mailbox accounts.
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In the Reference name edit box you have to enter an ID for this mailbox that uniquely identifies this email account. E.g. VM. IP address/hostname The IP address or host name of the mail server Mail server port The port number of the mail server Connection type IMAP4 or POP3 client Login account Password Password for this login Use SSL Only by first selecting this check box (i.e. opting for a Secure Socket Layer certificate), you can use a specific client certificate of which you can enter the name in the Client certificate name edit box.
Bounced mail accounts List of mailboxes to poll for new incoming delivery error messages. It is possible to add, modify or delete mailbox accounts.
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In the Reference name edit box you have to enter an ID for this mailbox that uniquely identifies this email account. E.g. VM. IP address/hostname The IP address or host name of the mail server Mail server port The port number of the mail server Connection type IMAP4 or POP3 client Login account Password Password for this login Use SSL Only by first selecting this check box (i.e. opting for a Secure Socket Layer certificate), you can use a specific client certificate of which you can enter the name in the Client certificate name edit box.
SMTP server Server address The IP address or host name of the SMTP server
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Voxtron Communication Center Server port The port number of the SMTP server Server requires authentication Use this check box to enable/disable user authentication. If enabled, enter the login and password. Use SSL Only by first selecting this check box (i.e. opting for a Secure Socket Layer certificate), you can use a specific client certificate of which you can enter the name in the Client certificate name edit box.
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Outgoing mail Here you can configure how outgoing mail messages will be handled.
Outgoing mail database Here you can configure the settings of the ODBC (Open Database Connectivity) database for sending mail messages.
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Server Here you have to enter the server of the database.
Database Here you have to enter the desired database - via its DSN (Data Source Name) - from which all outgoing mail messages will be retrieved.
Login and Password In order to make use of the Outgoing mail database you need a login and password for security reasons. This is the login ID and password that are used when connecting to the database.
Connection timeout Maximum time in seconds to wait for a free connection. There is only one simultaneous connection allowed to do the database actions for the outgoing mails. If the connection is busy, there is no free connection anymore. In case another connection needs to be made, this one will have to wait seconds for the other connection to come free. If the connection does not become free in seconds, the database action (query or stored procedure) will not be executed. Default value: 10
Outgoing mail settings The Send mail from DB check box should be selected in order for your database to retrieve outgoing mails. The three edit boxes below are of no influence if this check box is not selected. Default the check box is not selected.
Polling interval seconds Every seconds the SQL statement filled in, in the SQL string to fetch email will be executed. I.e. the outgoing mail thread polls every seconds the database to check if there are emails to be sent.
SQL string to fetch email If the Send mail from DB check box is selected and a valuable SQL string for sending mails stored in the database is entered in this edit box, the outgoing mails will be retrieved from the ODBC database previously selected via its II-186
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The email message identifier. The reply address of the email. This is the address to which a reply must be sent. If not defined, the {from} parameters are used. sender The sender of the email. from The from address of the email (the originator of the email). to The to address of the email. The address can be a list of multiple addresses separated by a semicolon ‘;’. cc The carbon copy address of the email. The address can be a list of multiple addresses separated by a semicolon ‘;’. bcc The blind carbon copy address of the email. The address can be a list of multiple addresses separated by a semicolon ‘;’. subject The subject of the email. Content_type The content type of the email (e.g. plain/text, multipart/voice-message … body_type Indicated the content of the body. This can be the body text of the email or a file path name in where the body of the email is stored. body The body text of the email or a file path name. number_of_attachments The number of attachments of the email. attachments The list of attachments, separated by a ‘|’ and in where each attachment has the following format [name]*[content type]*[file path name of the attachment] retries Number of attempts that took place to send the email message.
SQL string example SELECT MQ_Id {ID}, MQ_MessageId {message_id}, MQ_Reply {reply}, MQ_Sender {sender}, MQ_From {from}, MQ_To {to}, MQ_Subject {subject}, MQ_ContentType {content_type}, MQ_BodyTextType {body_type}, MQ_BodyText {body}, MQ_NbrOfAttachments {number_of_attachments}, MQ_Attachments {attachments}, MQ_Retries {retries} FROM MailQueue WHERE (MQ_Status='NEW' OR MQ_Status='SENDFAILED' OR MQ_Status='BOUNCED') AND MQ_Retries<5 ORDER BY MQ_Id;
Note: For a more extensive description of the Free SQL syntax, refer to the section Free SQL syntax in PART THREE: IVR DEVELOPER’S GUIDE.
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SQL string to update email after sending The SQL string entered in this edit box is used to notify the database whether a mail has successfully been sent or not.
Note: Leave this edit box empty if no status update is required. The SQL string should be written according to the free SQL syntax and can contain the following optional input parameters: message_id status
The email message identifier. The status of the email. This parameter can have one of the following values: NEW: new message to send BOUNCED: retry sending this message after the message was bounced SENT: the message is sent and no bouncing has been received yet MAILFAILED: the system was not able to assemble the email from this record SENDFAILED: the system was not able to send the message (SMTP server errors)
SQL string example UPDATE MailQueue SET MQ_Retries=MQ_Retries+1, MQ_Status='{status}', MQ_TimeSent=GetDate() WHERE MQ_MessageID={message_id};
Note: For a more extensive description of the Free SQL syntax, refer to the section Free SQL syntax in PART THREE: IVR DEVELOPER’S GUIDE.
SQL string to clean up email after sending successfully If the Send mail from DB check box is selected and a valuable SQL string for deleting emails from the database is entered in this edit box, the stored emails that are successfully sent will be removed from the ODBC database previously selected via its DSN on the Outgoing mail database menu (refer to page II-185). The SQL string should select the mail records from the database that should be cleaned up. The service will then replace the SELECT with DELETE to remove the records from the database. This will only work with a normal ODBC query and not with stored procedures. The SQL string should be written according to the free SQL syntax and can contain the following optional input parameters: II-188
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body_type
body attachments
Indicates the way in which the body text is represented by the parameter "body" (see below). 0: real text (actual body) 1: file path name The body text of the email or a file path name. The list of attachments, separated by a ‘|’ and in where each attachment has the following format [name]*[content type]*[file]
SQL string example SELECT MQ_BodyTextType {body_type}, MQ_BodyText {body}, MQ_Attachments {attachments} FROM MailQueue WHERE MQ_Status='SENT' AND (GetDate()-MQ_TimeSent > 1);
Note: For a more extensive description of the Free SQL syntax, refer to the section Free SQL syntax in PART THREE: IVR DEVELOPER’S GUIDE.
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E-MAIL RESPONSE MANAGEMENT MODULE (ERM91) Introduction Through the concept of email response management, emails for the contact center are separated from the personal emails of the company. The emails for the contact center will be managed by the ERM service. This implies that there are two kinds of mailboxes in the company: •
personal mailboxes of the employees: these are managed by the company’s email server and accessible via the employees’ default mail application,
•
contact center mailboxes: these are linked to a certain department or group of people that are in the company’s contact center. These mailboxes are not personal, and must be managed and handled by the tools provided by the contact center. These mailboxes will be managed by the ERM service, that will decide which mails need attention or require interaction with the agents, and then will communicate with the CC service to determine the best suited agent, who can than take an appropriate action, for example replying the email (which is just one of the possible scenarios.
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Contact Center agent with Voxtron Client and email Handling page
Contact Center team leader or admin with Voxtron Client or Web Center and email Management interface
Contact Center Queues
Company user with standard Email application
Mailboxes and email aliases for contact center
Mailboxes of the contact center
Personal mailboxes of companies employees
VIP Support
Sales
Mail fetching rules
Support
Mail routing rules
Sales Mail fetching over POP3 of IMAP4
Support
Jan@voxtron. com
sales@voxtro n.com
geert@voxtro n.com
Presales@voxtro n.com
patrick@voxtr on.com
support@voxt ron.com
Mail sending over SMTP
Contact Center Module
Email Response Management Module
Company email server WWW
Administration Mail servers The mail servers are managed in ERM91 | Administration | Mail servers. It is an overview of the mailboxes on the company’s mail server(s) that are polled. The administrator can add, modify or delete mail servers.
New Click the Add new mail server button to add a new mail server. Enter the mailbox properties in the two tab sheets that will be discussed subsequently.
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General
Reference name A convenient name you can assign for this particular mailbox on this particular server. The name should be distinctive because there can be several mailboxes on several servers or on the same mail server. Moreover, IP addresses, host names and logins are not always meaningful. The reference name can contain up to 25 characters. Mail server address The IP address or host name of the mail server to connect to. The mail server address can contain up to 25 characters. By default this field is empty. Port The port number on the mail server to connect to. This field must be a positive integer number and have a value between 1 and the maximum allowed TCP port number. By default this value is set to 110 (corresponding to the POP3 protocol).
E-mail Response Management Module (ERM91)
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Mail server protocol Can be set to IMAP4 or POP3. By default this value is set to POP3. User name/Password User credentials to get the emails from the mailbox. If no user credentials are needed, these fields can be empty. By default these fields are empty.
Note: It is strongly advised to have user credentials. Polling interval This specified interval (in seconds) is used to poll the mail server mailboxes. A different polling interval can be defined per connection. The value must be a positive integer between 1 and 3600. By default this value is set to 10 seconds. Default Service Address A default Service Address (i.e. the email address used by customers to contact your organization) is required to allow reporting based on it.
Note: For complex configurations where different service addresses arrive in the same corporate mailbox, this value can be overwritten in the fetching rules (refer to Set Service Address, on page II-199). SMTP server This mail server is also the SMTP server for sending replies. Select this option if outgoing mails (i.e. the replies on a particular mail) have to be sent via the same mail server. Use another SMTP server for sending replies. Select this option if outgoing mails (i.e. the replies on a particular mail) have to be sent via another mail server. In this case, the SMTP server address and Port edit fields have to be filled in. The SMTP server address field can contain up to 25 characters. By default this field is empty. The Port number field must be a positive integer number and have a value between 1 and the maximum allowed TCP port number. By default this value is set to 25 SMTP requires a login Irrespective of whether the server is used as SMTP, or another SMTP server is used (see previously), it might be secured (ESMTP). II-194
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Voxtron Communication Center If it is secured, select the corresponding check box and enter an appropriate User name and Password. The user name and the password can contain up to 25 characters. By default the user name and password fields are empty and the check box is not selected. Use SSL for all connections to this server If this check box is selected, all connections to this mail server (POP3, IMAP4 or SMTP) will be encrypted using SSL. Use a specific client certificate You can only select this check box if the Use SSL for all connections to this server check box has been selected. If you have selected this check box, you must enter the common name of the certificate to use at the client side of the connection.
Fetching rules Mail fetching rules monitor a number of mailboxes on the company’s mail server and gather all mails that come into that mailbox. The rules determine which mail from the mail server goes to which mailbox on the ERM service.
The second tab page contains the mail fetching rules for this connection. A maximum of 100 rules (parent and child nodes in total) can be defined. Rules are defined as a tree of items and the evaluation of the rules occurs top to bottom. Only if the rule is valid, the child rule(s) will also be evaluated. Rules can be nested up to 10 levels deep and they can be enabled or disabled by (de)selecting the corresponding check boxes. Disabled rules are skipped in the evaluation and if a parent rule is disabled all its children will be disabled as well.
New When clicking on the Add new rule button, the new rule procedure will be started: E-mail Response Management Module (ERM91)
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Note: By right-clicking on a rule and selecting the Modify or Remove context menu item, a rule can either be modified or removed. Name A distinctive name the administrator can specify to identify this rule. This field can hold up to 25 characters. Active Check box indicating whether this rule is active or not. If a rule is active it will be evaluated, and if it matches, its children will also be evaluated (each of the children can of course also have its own check box). Stop evaluation on match If this check box is selected, and the conditions of this rule match, the ERM module will not evaluate any rules further down the list. If, however, the rule has child rules, these will still be evaluated, and rule evaluation will stop after evaluation of all the children. Type of rule The administrator can define rules using the wizard relying on predefined conditions and actions by selecting the Use the rule wizard option, or using a Perl editor by selecting the Type in a free expression email rule option (refer to II-199). The Perl code is more flexible, though requires programming skills. Click the Next button to define a number of conditions the rule should meet:
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New When clicking on the Add condition button, you can add a condition:
Note: By clicking on the Modify or Delete button, a condition can either be modified or deleted. Possible values in the left drop-down list are: To address email To address If multiple To addresses are defined, the complete string will be evaluated. From address email From address CC address CC address in the email If multiple CC addresses are E-mail Response Management Module (ERM91)
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Subject Body
defined, the complete string will be evaluated. the Subject of the email the Body of the email
Possible values in the condition drop-down list are: Equals exactly the same (string comparison) Is not equal different (string comparison) Contains the provided value can be found as a substring of the field contents Does not contain the provided value cannot be found as a substring of the field contents Click the Next button to define the possible actions to take:
Assign to mailbox Select one of the defined mailboxes (Refer to ERM91 | Administration | Mailboxes, on page II-200) in the system from the drop-down list. Assign to folder Select one of the predefined folders of each mailbox. Possible folders you can select from are: New Deleted Spam Unassigned Onhold (is only available via Perl rules because a time must be provided for how long the mail will be on hold)
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Set Service Address Here you can overwrite the default Service Address (refer to page II194) with a specific value for this particular email. In case you want to use a Perl rule, the second step will look like this:
Possible values for Input variables are: To address $To From address $From CC address $Cc Subject $Subject Body $Body of the email Headers %Headers: map holding all header name value pairs of the email Attachments @Attachments: list of file names of the attachments to this email Possible values for Output actions are: Set mailbox name $Mailbox Set folder name $Folder If the Onhold folder is chosen, the $OnHoldTime variable is specified which holds a string $HHMMSS for how long the item should be put on hold Set service address $ServiceAddress Rule matched $Matched: must be set to 0 or 1 to indicate whether this rule was a match E-mail Response Management Module (ERM91)
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Delete By right-clicking on a rule and selecting the Remove context menu item, you can remove a rule.
Edit By right-clicking on a rule and selecting the Modify context menu item, you can edit a rule.
Mailboxes Via ERM91| Administration | Mailboxes you can define the mailboxes that will be available in the ERM module. All mailboxes are independent from one another and can behave differently according to their configuration and mail routing rules. They also are the targets for the mail fetching rules (refer to page II-195). The administrator can add, duplicate, modify or delete mailboxes.
New Mailboxes can be configured through several tab pages that are described subsequently: • General
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Email actions
•
Auto reply
•
Disclaimer
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Contact defaults
•
Routing rules
•
Outbound template
•
Outbound text block
•
Cleanup
•
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General
Name Enter the name of the mailbox in the Name edit field. This is the name that will be used to display the mailbox in the management and administration windows. The name must be unique and cannot contain more than 25 characters. This is a mandatory field. Active Select the Active check box to indicate that this mailbox is active. Not selecting this check box means that this mailbox will be ignored by the ERM service. I.e. no routing will be done when a mail enters this mailbox. A mailbox may for example be inactivated when the contact center is in overload and other contacts (including mails) might have to be temporarily stopped. Contact Center Select the contact center from the Contact Center drop-down list that will be used for routing mails that end up in this mailbox. The contact centers that appear in this drop-down list are defined in ERM91 | Configuration | Contact Centers. Refer to page II-227. Mailbox priority Select the priority of the mailbox in the Mailbox priority drop-down list. The priority is a number between 1 and 10, and a designated value “Top”. The selected value determines the weight of the mailbox when throttling (ERM91 | Configuration | Contact Centers, Throttle Value edit field) is enabled. The weight of the priorities is defined in ERM91 | Configuration | Priorities. Refer to page II-226.
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Email actions
Incoming email These are the configuration settings used to determine the actions that are available to an agent when receiving an email coming from this mailbox. Allow on hold If you select this check box, a value must be entered in the Preferred agent time-out edit field. If this time is set to 0, there is no time-out. Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main window for emails Allow requeue Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main window for emails Allow forward to agent If you select this check box, the agent will be able to forward the mail to a particular agent. Selecting this check box implies that a value must be entered in the II-202
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Voxtron Communication Center Preferred agent time-out edit field. If this time is set to 0, there is no time-out. Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main window for emails Allow forward to external If you select this check box, the agent will be able to forward the mail to another external email address. Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main window for emails Allow new mail If you select this check box, the agent will be able to create a new outgoing mail for the same mail thread (i.e. a mail having the same unique ID as the incoming mail and NOT the Allow new mail check box under Outbound email (see below)). Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main window for emails Allow delete Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main window for emails Allow merge Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main window for emails Allow drafts Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main window for emails
Note: The above described options can also be set in the Contact Center configuration (CC91 | Users, Permissions tab page, E-mail edit field). Refer to page II-26. E-mail addresses Here you can determine whether an agent will get to see CC and/or BCC fields when he/she works on e-mails coming from this mailbox. For this particular mailbox, you can also define the FROM address that should be used for replies and other outgoing mails. You can also set the default address.
Note:
There must at least be one From address entered for each mailbox, and there must be at least one default and one that is used for sending.
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Auto reply
By selecting the check box Enable automatic reply, you can send a reply for each incoming mail in this particular mailbox. You can enter the contents of the automatic reply in the Plain text or HTML edit field depending on the look you want for the automatic reply.
Note: Although the look differs in the two edit fields, the contents should be similar or the same. Automatic reply text can be up to 2000 characters for plain text and up to 2500 characters for HTML.
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Disclaimer
By selecting the check box Enable disclaimer for outgoing mails, you can append a disclaimer or legal notice (or any other text for that matter) to each outgoing mail related to this particular mailbox. You can enter the contents of the disclaimer in the Plain text or HTML edit field depending on the look you want for the disclaimer.
Note: Although the look differs in the two edit fields, the contents should be similar or the same. Disclaimer text can be up to 2000 characters for plain text and up to 2500 characters for HTML.
Contact defaults Using the Contact defaults tab page, you can configure default contact properties for each email entering this particular mailbox. The selected default settings are only applied once when the email enters the mailbox the first time. The use of defaults reduces the number of routing rules (refer to II206) that will have to be applied in a later stage overwriting these mailbox contact defaults.
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Voxtron Communication Center Queue name Here you can select a queue in the Queue name drop-down list that contains the queues that are available for the selected contact center (refer to the “General” tab page, “Contact Center” drop-down list, on page II-201). Priority Here you can enter the priority of the contact for routing. It is an integer number between 1 and 10. The priority value will be used in the routing decision of the contact center. Skills Here you can assign one or more skills (by selecting the appropriate check box(es)) to the mails that enter this mailbox. Maximum offer time (mm:ss) Enter the maximum time that the mail will be presented to the agent in the Maximum offer time (mm:ss) edit field. If the agent does not accept, requeue, forward or delete the presented mail within this time, the mail will be re-routed to another agent. Whether the original agent will be logged off, put in pause or just kept free is decided first in the contact center queue configuration (CC91 | Queues, Agent tab page, refer to page II-90) , or in case of default settings, in the contact center agent configuration (CC91 | Admin settings | Agents, refer to page II-109). This is a mandatory field.
Routing rules Routing rules define which message goes where. This means that the rules will set the contact properties, skills, contact codes and other fields and define a state for the email that will make sure the email is routed to the best suited agent on the defined contact center in the defined queue. The contact center that is used is set by the mailbox configuration. The queue, priority and skills can have default values, but can be overwritten in the routing rules. Routing rules are a tree of rules that are evaluated top to bottom, left to right.
Note: While fetching rules (refer to page II-195) are used to map particular incoming mails to particular mailboxes, routing rules determine what happens to these mails as contacts.
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New When clicking on the New button, the new rule procedure will be started:
Note: By right-clicking on a rule, it can either be modified, removed or a child rule (i.e. a sub rule) added to it. Name A distinctive name the administrator can specify to identify this rule. This field can hold up to 25 characters. Active Check box indicating whether this rule is active or not. If a rule is active it will be evaluated, and if it matches, its children will also be evaluated (each of the children can of course also have its own check box). Stop evaluation on match If this check box is selected, and the conditions of this rule match, the ERM module will not evaluate any rules further down the list. If, however, the rule has child rules, these will still be evaluated, and rule evaluation will stop after evaluation of all the children. E-mail Response Management Module (ERM91)
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Voxtron Communication Center Type of rule The administrator can define rules using the wizard relying on predefined conditions and actions by selecting the Use the rule wizard option, or using a Perl editor by selecting the Type in a free expression email rule option (refer to II-211). The Perl code is more flexible, though requires programming skills. Click the Next button to configure for which emails this rule is applied. This allows to define different rules for different states (folders), or to define general rules for a number of states (folders) in one go:
Select the Apply to new mails check box, if you want to apply the rule only to a mail arriving in the mailbox. Select the Apply to replied mails check box, if you want the rule to apply only to a mail that is a reply in an email thread. Select the Apply to replied mails check box, if you want the rule to apply only to an outbound mail (arriving in the “Replied out” folder). Click the Next button to define a number of conditions the rule should meet:
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New When clicking on the Add condition button, you can add a condition:
Note: By clicking on the Modify or Delete button, a condition can either be modified or deleted. Possible values in the left drop-down list are: To address email To address If multiple To addresses are defined, the complete string will be evaluated. From address email From address CC address CC address in the email If multiple CC addresses are E-mail Response Management Module (ERM91)
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Subject Body
defined,the complete string will be evaluated. the Subject of the email the Body of the email
Possible values in the condition drop-down list are: Equals exactly the same (string comparison) Is not equal different (string comparison) Contains the provided value can be found as a substring of the field contents Does not contain the provided value cannot be found as a substring of the field contents Click the Next button to define the possible actions to take when this rule matches:
You can add an action by clicking on the Add action button.
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For the list of possible actions, refer to page II-212.
Note: If the selected action is Assign text block, Remove text block, Assign template or Remove template, a list will be available, showing all available text blocks or templates. In case you want to use a Perl rule, the second step will look like this:
Possible values for Input variables are: To address $To From address $From CC address $Cc Subject $Subject Body $Body of the email E-mail Response Management Module (ERM91)
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%Headers: map holding all header name value pairs of the email @Attachments: list of file names of the attachments to this email
Possible values for Output actions are: Action Set matched
Move to mailbox
Move to folder
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Description Flag to indicate whether this rule is matched or not. This variable MUST be set in each Perl rule Moves the mail to another mailbox and folder in that mailbox Moves the mail to another folder Note: if the set of actions already contains a “move to mailbox action”, this action will be ignored and will not partially overwrite the folder specification of an earlier rule. If the set of actions
Additional fields Not applicable
Perl code $Matched = "<0 or 1>"
Mailbox: dropdown list of all the mailboxes defined in the ERM module Folder: list of folders that the mail can be moved to. This can be “new”, “waiting”, “spam”, “deleted” or “unassigned” Folder: list of folders that the mail can be moved to. This can be “waiting”, “spam”, “deleted” or “unassigned”
$Mailbox = “”; $Folder = “”;
$Folder =””;
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Assign to queue Assign skill Remove skill Remove all skills Assign contact code
contains a previous “move to folder action”, the value will be overwritten with this new value. Assigns the mail to a particular queue. Assigns a skill to this email Removes a previously assigned skill Removes all previously assigned skills Assigns a contact code to this email
Remove contact code
Removes a previously assigned contact code
Remove all contact codes
Removes all previously assigned contact codes Assigns a property to this email
Assign property
Queue: Name of the queue this mail should be assigned to. Text field of maximum 25 characters Skill: name of the skill. Text field of maximum 25 characters Skill: name of the skill. Text field of maximum 25 characters
$Queue = “”;
No additional fields needed
@Skills=();
Contact code: name of the contact code. Text field of maximum 250 characters. Can be a path of contact codes in case a nested contact code is needed Hidden: checkbox to indicate the contact code is hidden Contact code: name of the contact code. Text field of maximum 250 characters. Can be a path of contact codes in case a nested contact code is needed
$Codes[- ] = “”; $HideCodes{""} = "<0 or 1>"
No additional fields needed
@Codes=();
Property name: Name of the property to set. Text field that can be maximum 25 characters.
$Properties{""} = “”;
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$Skills[
- ] = “”; $Skills[
- ] = “”;
$Codes[
- ] = “”;
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$PropertyURLs{""} = “”; $HideProperties{""} = "<0 or 1>"
If it is a custom value, it can be maximum 100 characters long, if it is a predefined value, it can be one of the following: To address From address CC address Subject Body Remove property
Removes a previously assigned property
Property name: Name of the property to set. Text field that can be maximum 25 characters.
$Properties{""} =””;
Remove all properties
Removes all previously assigned properties Sets the priority for this email
No additional fields needed
%Properties =();
Priority: text field that contains an integer between 1 and 10
Set scratchpad ID Manual route with time-out
Sets the scratchpad id Sets the manual routing properties for this email
Add preferred agent
Enables definition of one or more
Scratchpad ID: text field of maximum 100 characters long Enable manual routing: checkbox indicating manual routing is enabled Manual routing timeout: date time value in days, hours, minutes, seconds. If set to zero, it means permanent. Agent: Name of a preferred agent. Can be more than one separated
$Priority = “”; In Perl rule, this can be a decimal value between 1 and 10 $ScratchpadID = “”;
Set priority
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$ManualRouting = “<0 or 1>”; $ManualRoutingTimeOut = “”;
$PreferredAgents[
- ] = “”; Modules
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Remove preferred agent
Remove a previously assigned preferred agent
Remove all preferred agents
Removes all previously assigned preferred agents Enables definition of one or more required agents
Add required agent
Remove required agent
Remove a previously assigned required agent
Remove all required agents
Removes all previously assigned required agents Adds a text block to the list of text blocks that can be selected by the agent Removes a previously
Assign text block
Remove text block
by a semicolon. This is a text field of maximum 125 characters Preferred agent time out: date time value in days, hours, minutes, and seconds. Agent: Name of a preferred agent. Can be more than one separated by a semicolon. This is a text field of maximum 125 characters
$PreferredAgentTimeout = “”;
No additional fields needed
$PreferredAgents = ();
Agent: Name of a required agent. Can be more than one separated by a semicolon. This is a text field of maximum 125 characters Required agent time out: date time value in days, hours, minutes, and seconds. Agent: Name of a required agent. Can be more than one separated by a semicolon. This is a text field of maximum 125 characters
$RequiredAgents[
- ] = “”; $RequiredAgentTimeout = “”;
No additional fields needed
$RequiredAgents = ();
Path: unique path of the text block (see text block administration part). This field can be maximum 285 characters long
$TextBlocks[
- ] = “”;
Path: unique path of the text block (see text block administration part). This
$TextBlocks[
- ] =””;
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$PreferredAgents[
- ] = “”;
$RequiredAgents [
- ] = “”;
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Remove all text blocks Force template ussage
Assign template
Remove template
Remove all templates Supervised response
Send reply
Customer id Customer info
assigned text block Removes all previously assigned text blocks Forces the use of a template (no free response is allowed) Adds a template to the list of templates that can be selected by the agent Removes a previously assigned template Removes all previously assigned templates Flag indicating whether supervised response is required Template path for sending a dynamic auto reply
field can be maximum 285 characters long No additional fields needed
$TextBlocks[
- ] =(); $ForceTemplateUsage=”< 0 or 1>”
Path: unique path of the template (see template administration part). This field can be maximum 285 characters long
$Templates[
- ] = “”;
Path: unique path of the template (see template administration part). This field can be maximum 285 characters long No additional fields needed
$Templates[
- ] =””;
No additional fields needed
$SupervisedResponse = <0 or 1>
$Templates[
- ] =();
$SendReply
$CustomerId $CustomerInfo
Note: When creating a mailbox there already will always be a default rule defined. This is a rule without conditions (i.e. it will always match) and with one action (i.e. move the new items to the waiting folder, so that mails coming into the mailbox are routed to the contact center). II-216
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Delete By right-clicking on a rule and selecting the Remove context menu item, you can remove a rule.
Edit By right-clicking on a rule and selecting the Modify context menu item, you can edit a rule.
Outbound Template
By selecting the Force template usage check box, you exclude free form outbound mails. Here you can configure which templates will be available for outbound emails. You can select multiple templates (by selecting the concerned check boxes) and possibly select a default template. If you select the check box at folder level, all sub-templates for outbound will be automatically selected.
Outbound Text Block
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Here you can configure which text blocks will be available for outbound emails. You can select multiple text blocks (by selecting the concerned check boxes) and possibly select a default text block. If you select the check box at folder level, all sub-text blocks for outbound will be automatically selected.
Cleanup
It is important to clean up mailboxes on a regular basis because several hundreds of mails can end up in a mailbox every day. There are two ways of cleaning up: • Hide <> messages after days These options will make a number of items invisible after days. Here you can enter values from 1 to 1096 days (three years). The time is calculated from the moment the email enters the ERM service. Default is 7 days (1 week). •
Delete <>messages after days These options will really remove the emails and their contents after days. This only cleans up the messages and their attachments. I.e. the contact information from the related contact center is not cleaned. Here you can enter values from 1 to 1096 days (three years). The time is calculated from the moment the email enters the ERM service. Default for deleting is 365 (1 year).
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Profiles Here you can decide which profiles have access to which mailboxes that belong to a certain ERM instance. Of course, the list only holds the mailboxes linked to the contact center where the profile is part of. The Instance object means the profile has access to the instance mail server administration and configuration, IF THAT PROFILE HAS THE NECESSARY ACCESS RIGHTS set via one of its roles. The All mailboxes object constitutes in in fact all mailboxes that are assigned to the contact center.
Modify By clicking on the Modify mailbox button
, you can modify mailboxes.
Delete By clicking on the Delete mailbox button
, you can delete mailboxes.
Note: When a mailbox is deleted, all mails that are still in the mailbox will be moved to the first defined mailbox (i.e. the oldest mailbox). Also new mails that would go the mailbox that has been deleted will go to that first defined mailbox. If mails are required to change mailboxes, they will stay in their original mailbox if the mailbox they are required to move to has been deleted. If deleting a mailbox would result in the fact that there are no more active mailboxes, it will not be deleted. Even starting up the ERM will not succeed if there is no mailbox defined.
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Duplicate Click on the Duplicate mailbox button to duplicate the mailbox.
at the left from an existing mailbox
The following dialog window appears, where you should fill in the necessary fields and click the OK button.
In this way you have created a new queue without having to go through all the tab pages of the Add new mailbox window.
Deactivate Click on the Deactivate mailbox button mailbox to deactivate the mailbox.
at the left from an existing
The following confirmation window appears, where you should click on the Ok button if you really want to deactivate the concerned mailbox.
Templates It is possible to create e-mail response templates easing response creation for the agent. Templates are available for responding to inbound emails (i.e. replying to customers, fowarding to experts or sending new mails regarding inbound mails) and for outbound emails. Via ERM91 | Administration | Templates you can organize, manage and define the templates that will be available in the ERM module.
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New folder You can add a new folder by clicking on the Add new folder button, or you can modify or delete an item by using the tree view context menu. For adding and modifying a folder, following edit box must be used.
The Name field is a text field that can be maximum 25 characters long. If a folder with the same name already exists on the same level, you will get a warning of this.
New template You can add a new template by clicking on the Add new template button, or you can modify or delete an item by using the tree view context menu. For adding and modifying a text block, following edit box must be used.
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The Name field is a text field that can be maximum 25 characters long. If a text block with the same name already exists on the same level, , you will get a warning of this. Template contents has to be provided in two formats, Plain text and HTML so that the system can choose the correct one depending on the incoming mail’s format. You can insert Properties, text blocks and.or free text by clicking the appropriate text fields. Inserting a property may look something like this:
Later you can click the colored tokens in the specific areas to complete the configuration for each insertion. Dependent on the type, one of these three appropriate configuration windows will open:
For a property, you have to specify: • Property name: name of the property to insert in the template •
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The option If property not available, allow free text of <> chars should be selected if you want to give the agent the opportunity to insert free text instead.
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For a text block, you have to specify: • Allow assigned text blocks: if this option is selected, the text blocks that are assigned to this text block will also be available to be inserted •
List of text block paths: this is a list of paths to the text blocks that can be inserted in this template at his stage. When a folder is selected, all the text blocks below this folder will be available.
For a free text field, you have to specify: • Max number of lines: this is the maximum number of free text lines, and the •
Max number of characters per line.
The Allow editing of template text option makes it possible to change the text in the template and the text in the inserted text blocks. The Can be used for automated reply option means in fact that the routing rules are extended with an action that will take a template as a parameter. This will however suppress the options to insert free text and text blocks in the template because templates used for automated reply cannot contain free text and text block fields. A template can contain an attachment. This seems at first strange, but only means that if this template is selected, the attachments are automatically added to the mail. Only if you have selected the Allow attachments option will you be able to add a new attachment by browsing to a text file for this purpose. For example: a certain request can be answered by a reply like “Please fill in the attached form and send in it back to [email protected]”, then it only E-mail Response Management Module (ERM91)
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Note: Templates are assigned by means of routing rules. Refer to page II-215.
Text blocks To ease the task of an agent on the one hand, and to formalize the way agents respond on the other hand, the ERM module provides in predefined text blocks.
Example: For example, if there is a myaccountstatus @bank.com mailbox where people can ask the amount of money still left on their account, a set of predefined text blocks could be:
“Dear Sir/Madam, the amount on your account today is €. Thank you for your message. Kind regards, Bank.com” “Dear Sir/Madam, the account you provided is no longer valid and was closed on . For more information, please visit one of our offices. Kind regards, Bank.com” As is clear from this example, these blocks ease the task of the agent: the agent only has to fill in the specific marked text, thus saving him a lot of typing work, thus saving time to reply and increase his productivity. At the same time, the bank is sure that the customers get a consistent answer, in line with the company’s policy regarding customer communication.
Via ERM91 | Administration | Text blocks you can organize, manage and define the text blocks that will be available in the ERM module. Since there can be a considerable number of text blocks, they can be organized in folders.
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Folders can be nested maximum 10 levels deep. There can be maximum 100 folders in total and there can be maximum 250 text blocks in total. The name of the folder must be unique within its level (i.e. no two folders with the same name can exist as sub folder of the same root folder). The name of a text block must be unique within a folder. A text block is uniquely defined by its path, which is the name of all folders separated by a backslash followed by the name of the text block. For example, in the above screen, the unique path for Text block 3 is “Folder 1\Text block 3”. This unique path must be used when text blocks are assigned to emails. The structure of the text blocks will also be preserved when a mail is handled in the mail interaction screen.
New folder You can add a new folder by clicking on the Add new folder button, or you can modify or delete an item by using the tree view context menu. For adding and modifying a folder, following edit box must be used.
The Name field is a text field that can be maximum 25 characters long. If a folder with the same name already exists on the same level, you will get a warning of this.
New text block You can add a new text block by clicking on the Add new text block button, or you can modify or delete an item by using the tree view context menu. For adding and modifying a text block, following edit box must be used.
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The Name field is a text field that can be maximum 25 characters long. If a text block with the same name already exists on the same level, , you will get a warning of this. Text block contents has to be provided in two formats, Plain text and HTML so that the system can choose the correct one depending on the incoming mail’s format. A text block can contain an attachment. This seems at first strange, but only means that if this text block is selected, the attachments are automatically added to the mail. For example: a certain request can be answered by a reply like “Please fill in the attached form and send in it back to [email protected]”, then it only makes sense if that particular document is also automatically attached to the mail.
Note: Text blocks are assigned by means of routing rules. Refer to page II-215.
Configuration Address Book
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Here you should enter the Address book service URL from which the different client components (Voxtron (Web) Client Phone toolbar, ERM91 handling pages and the Voxtron fax printer driver) can fetch the adress book.
Connection settings
ERM service address To allow reporting based on the Service Address (email address, used by the customer to contact your organization), it is required to configure a default service address here. For complex configurations where different service addresses arrive in the same corporate mailbox, an action is foreseen in the fetching rules to overwrite this value.
Contact centers Because the ERM module serves as a contact provider (for emails) for the contact center, a list of available contact center has to be defined in ERM91 | Configuration | Contact centers.
This is a list of contact centers that the ERM module can use. These contact centers will then appear in ERM91 | Administration | Mailboxes, in the Contact Center drop-down list of the Administration (General) tab page (when creating or modifying a mailbox). Refer to page II-201. E-mail Response Management Module (ERM91)
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To add a contact center, click on the New button:
New By clicking on the New button, you can add a contact center.
Throttle value This is the number of mails that the ERM module will maximally offer at the same time to the contact center. For example, if the throttle value is set to 200, the ERM will at most set 200 mails in waiting in the contact center service. Enter a positive integer number. If set to 0 (zero), throttling for this contact center is disabled. Default is 0.
Note: It is possible that there are several hundreds of mail items waiting in the contact center queues while they are in any way not even close to getting routed, for example because there are only a few agents. To avoid this scenario where a lot of mails are flooding the email queues of the contact center, the ERM module provides in a feature called email throttling. Email throttling will make sure that the contact center is not flooded with tons of email, but emails are gradually offered to the contact center.
Modify By clicking on the Modify contact center button contact center.
, you can modify a
Delete By clicking on the Delete contact center button center.
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Note: A contact center cannot be deleted if there is a mailbox assigned to it.
Contact handling
Email management page URL The mailbox management page is made “directly accessible” in the Web Center, which means that a dedicated URL, something like http://srv/VccWebCenter/?InstanceId=&uc=MailAdmin&Usr={user name}&Pwd={password} can be used to show the mailbox management window without the left menu and the web center header. The Voxtron Client will interpret and replace the parameters (in between curly braces) with their actual values, so that the mail administration window knows who is connecting, and can apply the necessary security rules. If the page is shown in the web center, the user is known because of the initial login in the web center. Refer to page II-237. Email interaction page URL The email interaction page URL will be used to fill a second tab for each incoming contact, and the URL must be appended with the contact id, and all other related agent parameters (username, language). This will make sure the page displays the correct item directly when loaded in the tab. Refer to page II-237. Email outbound page URL The email outbound page URL will be used to fill a second tab for each outgoing contact, and the URL must be appended with the contact id, and all other related agent parameters (username, language). This will make sure the page displays the correct item directly when loaded in the tab. Refer to page II-237.
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Dashboard provider For the ERM to be able to publish dashboard parameters, the following configurations should be established.
General Enable dashboard Select this check box, if you want to enable dashboard functionality for this ERM.
Listen on port Enter the port number of the port on which the Wallboard Data Service listens. As several modules can publish parameters, this port number should be well considered, because it can only be used by one module at a time. Default is 48888.
Parameters
Here you can select the available parameters for the ERM and define whether you want those parameters per mailbox or not.
Parameters concerning ERM Number of new messages NbrOfMessagesNew II-230
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Number of replied messages NbrOfMessagesReplied
Number of waiting messages NbrOfMessagesWaiting
Number of busy messages NbrOfMessagesBusy
Number of handled messages NbrOfMessagesHandled
Number of messages waiting for approval NbrOfMessagesAwaitingApproval
Number of messages on hold NbrOfMessagesOnHold
Number of deleted messages NbrOfMessagesDeleted
Number of spam messages NbrOfMessagesSpam
Number of unassigned messages NbrOfMessagesUnassigned
Number of messages that are being sent NbrOfMessagesSending
Number of sent messages NbrOfMessagesSent
Number of failed messages NbrOfMessagesSendFailed
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Note: Calculated, custom and SQL parameters (refer to page II-308) do not appear in this list, since they are proprietary to the WDS module and only available in its specific configuration.
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Logging The extended logging settings for the ERM service are entered here. Changes to the logging settings have immediate effect without restarting the ERM service.
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Log to file Trace information By selecting this check box, the e-mail routing service will extend the logging with additional trace information.
XML message By selecting this check box, the e-mail routing service will extend the logging with the XML messages that are sent and received by the e-mail routing service.
Log emails into log file All emails are saved in a log file. The values entered in the Compress files older than, Delete files older than, Maximum file size and Minimum required free space on hard disk edit boxes are used to save hard disk space.
Log to event log You first have to select the Enable logging to the Windows Event log check box before you can select any basic or additional log types (Debug information, Errors, Exceptions, Warnings, Connection control, Successful actions, Trace information, XML messages, Log emails into log file).
Log to Syslog server You first have to select the Enable logging to the Syslog server check box before you can select any basic or additional log types (Debug information, Errors, Exceptions, Warnings, Connection control, Successful actions, Trace information, XML messages, Log emails into log file). Of course you have to fill in the IP address and Port number of the Syslog server before any logging can be generated on that server.
Outgoing mail server The outgoing mail server configuration is only used for sending scheduled reports that are part of the email specific reports. This server is NOT used for sending replies on incoming mails. The SMTP servers for that specific part must be configured in the mail server administration part. Refer to ERM91 | Administration | Mail servers, on page II-192. Use SSL Only by first selecting this check box (i.e. opting for a Secure Socket Layer certificate), you can use a specific client certificate of which you can enter the name in the Client certificate name edit box. II-234
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Priorities
Priorities of mailboxes are mapped to certain weights. Via ERM91 | Administration | Mailboxes, New, General tab page, you can define the relative weight for each priority. Refer to page II-201.
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Reporting Via EMR90 | Configuration | Reporting you can set the basic properties for reporting on mailboxes and mails.
First week of the year Select the first week of the year from the drop-down list. In this way, week numbers can be displayed in the statistic reports. Scheduled statistics e-mail address E-mail address that scheduled statistics will be sent to. Presentation interval By selecting check boxes here, you define the Interval in the period edit field of the Report overview. Refer to the Report overview in Reporting | on page II-347. II-236
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Scheduling interval By selecting check boxes here, you define the list of items from which you will be able to select in the Every drop-down list in the Schedule edit field of the Scheduling tab page. Refer to Scheduling in the Skill Report on page II-436 (Reporting | Skill reports).
Mailbox management Mailbox management is also visible in the Voxtron Client. The possibilities of mailbox management in the Voxtron Client (Refer to PART FOUR: VOXTRON CLIENT 9.1, however, are defined by the Object Level Authorization settings. Refer to CC91 | Roles, Access Rights on page II-2.
Mail interaction window The URL of this page can be configured in ERM91 | Configuration | Contact Handling (refer to page II-229). This mail interaction window will only be visible in the Voxtron Client when working on a particular email.
Mailbox management window This mail management window will be visible in the Voxtron Client if defined as such in the Object Level Authorization settings (refer to CC91 | Roles, Access Rights on page II-2). For mailbox management to be directly accessible in the Web Center (ERM91 | Mailbox management) a dedicated URL is used which is defined in EMR configuration ERM91 | Configuration | Contact Handling on page II-229. The mailbox management pages contain a search function allowing you to easily find information in the email history. It is possible to search through all mailboxes, one particular mailbox or one particular folder (see the Advanced search pop-up window).
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INNOVAPHONE CALL CONNECTOR MODULE (ICC11) Introduction The ICC module constitutes an integration between an Innovaphone PBX and the Voxtron Communication Center. A centralized ICC can replace distributed IVRs that would possibly be needed if a company has several branch offices having additional users (i.e. groups up to 20 people) and their own sets of incoming calls. Innovaphone PBX APIs create a limited IVR experience for local users and serve as contact providers to the Contact Center. The TSP (TAPI Service Provider) provides the call monitoring for both the branch PBXes and the central PBX.
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Flow Settings
Notes: For a more extensive description of the Free SQL syntax, refer to the section Free SQL syntax in PART THREE: IVR DEVELOPER’S GUIDE. The following actions are possible in the ICC flows:
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Action
Description
Parameters
Disconnect
End the call. Terminating element: no elements after this will be executed.
Play
Play audio file
Transfer
Fixed transfer, primarily used as an Target Extension escape to operator when routing is not possible. Terminating element: no elements after this will be executed.
Route
Submit call for CC routing. Terminating element: no elements after this will be executed. If routing were to fail, the Night or Error flow will be started.
Waiting music
SetQueue
Set the contact queue
Queue Name
AddSkill
Add a skill to the contact
Skill Name
Speech file number
AddProperty Add a contact property
Property Name=Property Value
SetPriority
Value
Set contact priority
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FreeSQL Statement – NewCall Flow FreeSQL statement used to create the call flow (new call). This is the main flow used when a new call has arrived. It handles call accept/deny block lists, opening hours, welcome messages and routing.
FreeSQL Statement – Night Flow FreeSQL statement used to create the call flow (night). This is the flow used when routing is not available, either from the start or when routing results in Night.
Note: A night flow occurs when the contact center is closed and will probably only comprise a simple message, like “sorry, the contact center is closed”.
FreeSQL Statement – Error Flow FreeSQL statement used to create the call flow (error). This is the general error (fallback) flow used for connection and configuration errors.
Note: An error flow would be the same as a night flow, but with a different message in the way of “sorry, a technical error occurred”.
Licenses
IP address The IP address where the License Server is located. Port Here the port settings for the License Server are entered. Innovaphone Call Connector Module
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Logging
The extended logging settings for the ICC service are entered here. Changes to the logging settings have immediate effect without restarting the dialer service.
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Log to file Trace information By selecting this check box, the ICC service will extend the logging with additional trace information.
HTTP communication By selecting this check box, the ICC service will extend the logging with the http messages that are sent and received by the ICC service. The values entered in in the Compress files older than, Delete files older than, Maximum file size and Minimum required free space on hard disk edit boxes are used to save hard disk space.
Log to event log You first have to select the Enable logging to the Windows Event log check box before you can select any basic or additional log types (Debug information, Errors, Exceptions, Warnings, Successful actions, Trace information, XML messages).
Log to Syslog server You first have to select the Enable logging to the Syslog server check box before you can select any basic or additional log types (Debug information, Errors, Exceptions, Warnings, Successful actions, Trace information, XML messages). Of course you have to fill in the IP address and Port number of the Syslog server before any logging can be generated on that server.
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Network Settings
Http Server Port Listening port settings for the HTTP server. This cannot be 80 if IIS (Internet Information Service) is also installed. Changes to the port settings only have effect after the HTTP server is restarted. Maximum number of seconds to block a PBX request The value entered here must be shorter than the HTTP request timeout of the PBX.
Contact Center connection Contact Center Port The port settings for the contact center service are entered here. On this port number the server listens and clients are connected. Changes to the port setting only have effect after the Contact Center service is restarted. Contact Center Server The IP address where the Contact Center Service is located. Changes to the server setting only have effect after the Contact Center service is restarted.
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SQL Connection
Database Server IP address or FQDN (Fully Qualified Domain Name) of SQL instance. Database Catalog Database name. Database User User name Database Password Password Database Connections SQL server connection pool size (cache of database connections maintained). Database Reconnection Interval in seconds SQL server connection pool reconnect (time between reconnection attempts in seconds).
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IVR CAPI MODULE (IVR72_CAPI) Introduction If somebody wants to contact your organization via a telephone call, he will first be connected to the IVR and a dialogue will be started. During this dialogue (the flow), the IVR collects data from the caller, either via the telephone infrastructure itself or from your ERP/CRM databases. If applicable, the IVR interacts with the CC (Contact Center) to route the call to a suitable user in your organization, based on the collected caller information. Via the Web Center you can configure the IVR module which allows using an intuitive GUI starting from your logic to build your IVR flow using powerful building blocks without any programming skills.
Call Control Call Duration
If you have selected the The call duration is limited check box, an edit box will appear where you can specify the Maxiumum duration of a call in seconds. The "Maximum duration of a call" determines the maximum length of a call. When this duration is reached, the call goes on-hook.
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General
After selecting the Use QSIG protocol checkbox, the Qsig settings dialog box will appear. Presentation allowed for outbound calls Specifies if the calling name may be presented to the other party (in an outbound call). If no calling name is set, the calling name of incoming call is used in transfer call. Calling Name Here you enter the calling name which is used for outbound calls.
Inbound
Number of seconds before answer In this edit box you can fill in the number of seconds before a call will be answered. Called number type Here you can specify the info element that will be used as the system variable Called Number. Depending on the PBX you use, this may be the First Redirecting Information Element, the Last Redirecting Number Information Element or the Called Number. This is especially important in case of call diversion. II-248
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In the Multiple Subscriber Number edit box you can either add (by filling in a number in the edit field and clicking the Ok button next to it) or delete (by selecting an MSN number appearing in the list in the Multiple Subscriber Number field and clicking the Delete icon next to it) an MSN Number. Only if this multiple subscriber number equals the called number of an incoming call, the call will be accepted. When no numbers have been defined, all calls will be answered.
Outbound/Transfer
Transfer Type Implicit Call Transfer This call transfer is performed by disconnecting the on hold call and the second (outgoing) call simultaneously (immediately after each other). Most PBXs interpret this as a transfer command, although this method does not use the ISDN standard transfer command. It is assumed that this will only work on a BRI. Explicit Call Transfer Implicit This is the standard call transfer supplementary service (ECT = Explicit Call Transfer). The ECT command is sent on the DChannel to the PBX. This will only work on PBXs that support ECT. For CAPI hardware, the supplementary service can be checked with the capiinfo.exe utility. ‘Implicit’ means that the supplementary service facility ECT request is sent on the call reference of the call on hold without any reference to the IVR CAPI Module (IVR72_CAPI)
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Voxtron Communication Center Algorithm to select an outbound line • Reverse Cascade Start searching from the last line in the outbound line range. •
Reverse Round Robin Start searching upwards from the line, just before the line on which the last call arrived.
Set the calling number for outbound calls When a multi-controller is installed (in most cases when there is more than one CAPI board installed), this setting involves extra behavior: Every msn defines the calling number that is to be used for each controller in case of dial out. msn1 defines the calling number for controller 1; msn2 for controller 2, and so on. This calling number is required by some PBXs to be able to dial out.
Telephone Number Construction
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Dial-Out begin sequence This sequence will be dialed first, even before the "prefix to dial an internal line" or "prefix to dial an external line" access sequence. One or more commas can be used to include pauses. Dial-Out end sequence This sequence will be dialed after the number has been dialed. One or more commas can be used to include pauses. Prefix to dial for an internal line The sequence used as a prefix for a call to an internal number. Because of the introduction of Perfect Call, we have the possibility to check on dial tones instead of waiting for a certain number of milliseconds. Example: If we dial an external number now, we’ll compose next string: ,0,037604040 Meaning: Wait for 0,5 seconds Dial a zero Wait another 0,5 seconds Dial the rest of the telephone number The reason of the delay is that we have to wait for a dial tone. First the dial tone from the PBX (Local dial tone), and after dialing the zero, we have to wait for the dial tone from the public network (International dial tone). As mentioned before, Perfect Call can detect dial tones. Our dial string will look like this: L0I037604040 Meaning: Wait for a local dial tone Dial a zero Wait for the international dial tone Dial the rest of the telephone number This principle will work much faster and more stable as the previous one. Prefix to dial for an external line The sequence used as a prefix for a call to an external number. (for a more thorough explanation, refer to “Prefix to dial for an internal line”) Internal number length The maximum number of digits in an extension. II-252
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Maxiumum length of a local number This is the maximum length of a number without area code and toll indicator. This setting is only used when a toll indicator has been defined. It is used to determine whether an area code in the number should be looked for. Always use the local zone number If this check box has been selected, the local area code will not be removed from the number, even when it is a call for the same area. I.e. an area code is also used for local number. Local zone number When a number that has to be dialed starts with this local area code, the code will be stripped, unless the setting "Always use the local zone number" is selected. Toll indicator Only used for the US (in this case the value is "1"). It specifies an extra digit that can precede the area code and that is used when dialing a number for which you have to pay.
Valid extensions
You can add valid extensions by typing extensions in the appropriate edit field and clicking the New button.
You can either enter those extensions one by one (typing one and clicking the Add button subsequently and repeating the process for each individual extension), or, you can enter a range of extensions. E.g.: 13-20
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Dashboard provider For the IVR to be able to publish dashboard parameters, the following configurations should be established.
General Enable dashboard Select this check box, if you want to enable dashboard functionality for this IVR.
Listen on port Enter the port number of the port on which the Wallboard Data Service listens. As several modules can publish parameters, this port number should be well considered, because it can only be used by one module at a time. Default is 48891.
Parameters Here you can select the available parameters for the IVR.
Parameters concerning IVR/VoiceXML engine activity Number of lines NbrOfLines Number of lines detected by the HAL (Hardware Abstraction Layer). Number of incoming calls NbrOfCallsIN Number of incoming calls. Number of outgoing calls NbrOfCallOUT Number of outgoing calls. Total Number of calls NbrOfCallTOTAL Total number of calls. II-254
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Parameters concerning IVR/VoiceXML line activity Line status LineStatus/x Status of line x (x being 1 up to and including NbrOfLines).
Note: Calculated, custom and SQL parameters (refer to page II-308) do not appear in this list, since they are proprietary to the WDS module and only available in its specific configuration.
DDI Layout
Call Type Holds the description of the call type; e.g. “Diverted internal call on busy”. Call Route Specifies the call route property for this particular call type: Direct Diverted
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Originator Specifies the originator for this call type External (default) Internal Reason In case of a diverted call (Call Route = Diverted), this property specifies the reason of for the diversion. Busy No answer Not applicable Unconditional Unknown
Default Language
Default language Here you select the default language in which the voice prompts will be heard by the caller. At the moment there are 19 to 21 languages to choose from, depending on the hardware platform your IVR runs on: Dutch (Belgium) Dutch (Netherlands) French (Belgium) French (France) German II-256
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Voxtron Communication Center English (US) English (UK) Spanish (Spain) Italian Danish Chinese (Mandarin) Malay (not on CAPI) Indonesian Arabic Thai Korean (not on CAPI) Swedish Hungarian Norwegian Polish Portuguese (Portugal) Default = language chosen at installation
DTMF This section contains information concerning the DTMF generation and recognition.
DTMF Generation Tone Duration Length of DTMF for dialing specified in intervals of 10 milliseconds. Default is 10; meaning 100 ms. IVR CAPI Module (IVR72_CAPI)
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Gap duration Time between DTMF digits specified in intervals of 10 milliseconds. Default is 5; meaning 50 ms.
DTMF Recognition DTMF recognizer to use This parameter sets the type of the DTMF recognizer : Built in for Voxtron's self made recognizer, or Capi driver to use the recognizer of the CAPI driver (if available). On passive CAPI cards, it's is recommended to use Voxtron's DTMF recognizer because the CAPI DTMF recognizers often detect invalid digits. On active CAPI cards, with a lot of on-board processing capabilities, the CAPI DTMF recognizer may produce better results. Default: Built in
Note: If you select Capi driver here, “Tone duration” and “Gap duration” will also have to be filled in.
Fax Detection
When a fax call is received, transfer the call to a fax machine When this check box is selected, you should enter the Number the fax has to be transferred to (the number of the fax machine) in the appearing edit box. Entering a number enables fax detection. When a fax is detected, it is automatically transferred to this number. Enabling or disabling this parameter will only have effect after clicking the Run button of the GUI. Modifying the number is dynamical.
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License server
IP address The IP address where the License Server is located. Port Here the port settings for the License Server are entered. On this port number the server listens and clients are connected. Request timeout If an unreserved license is requested, you will have to wait this number of milliseconds for an answer of the license server.
Logging The extended logging settings for the IVR runtime are entered here. Changes to the logging settings have immediate effect without restarting the IVR runtime.
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Log to file Trace information By selecting this check box, the IVR runtime will extend the logging with additional trace information.
XML message By selecting this check box, the IVR runtime will extend the logging with the XML messages that are sent and received by the contact center service.
State machine information By selecting this check box, the IVR runtime will extend the logging with the state names used in the flow.
Speech file information By selecting this check box, the IVR runtime will extend the logging with information concerning the speech files that are played, containing, among others, the full path and name of the speech file.
Hall call control By selecting this check box, the IVR runtime will extend the logging with information regarding the interaction with the hardware, and specific call control information.
Hall media By selecting this check box, the IVR runtime will extend the logging with hardware specific information concerning the playing and recording of speech.
Plug-in information By selecting this check box, the IVR runtime will extend the logging with logging that is generated by the used plug-ins. The content of the logging depends on the plug-in. The values entered in the Compress files older than, Delete files older than, Maximum file size and Minimum required free space on hard disk edit boxes are used to save hard disk space.
Log to event log You first have to select the Enable logging to the Windows Event log check box before you can select any basic or additional log types (Debug information, Errors, Exceptions, Warnings, Successful actions, Trace information, XML messages, …).
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Log to Syslog server You first have to select the Enable logging to the Syslog server check box before you can select any basic or additional log types (Debug information, Errors, Exceptions, Warnings, Successful actions, Trace information, XML messages, …). Of course you have to fill in the IP address and Port number of the Syslog server before any logging can be generated on that server.
Message Recording The custom speech files of a project can be recorded by using the message recording tool. This tool can be started by choosing this option in the Tools menu of the GUI or by clicking the Message Recording button of the GUI. Refer to PART THREE: IVR DEVELOPER’S GUIDE, chapter DESIGNING YOUR PROJECT, section Message Recording. A recording module starts and dialing into this module offers you the possibility to record the custom speech files that are used in the selected project. The following parameters are specific for the recordings in this module.
Maximum length of a recorded speech file Maximum length for the recording of a speech file with the message recording module (in seconds). Default = 300 seconds. Maximum silence before recording ends Maximum length of silence in the recording of a speech file (in seconds). If this length of silence is reached, the recording stops. Default = 10 seconds.
Message Waiting Indicator Group number These numbers serve for identifying groups built up according to the settings defined via a certain MWI method for a number of extensions. Method Different methods are possible depending on the hardware platform your IVR has been installed on. II-262
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None Not possible to control message waiting indicators
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Setup sends PBX specific MWI (de)activation codes in a SETUP message
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Qsig Facility ends PBX specific MWI (de)activation codes in a FACILITY message
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Serial The control of message waiting indicators happens by sending commands over a serial l ink or over a phone line to the PBX.
Range of extensions The list of extensions. Special characters are: * = all extensions , = enumeration separator - = range indicator Example: 1-50,100-200 MWI Method: •
None
Not possible to control message waiting indicators
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Setup
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MWI On Prefix
First part of the message for turning on the message waiting indicator. This prefix is placed in front of the mailbox number. –
MWI On Suffix
Last part of the message for turning on the message waiting indicator. This prefix is placed after the mailbox number. –
MWI Off Prefix
First part of the message to switch off the message waiting indicator. This prefix is placed in front of the mailbox number. –
MWI Off Suffix
Last part of the message to switch off the message waiting indicator. This prefix is placed after the mailbox number. –
MWI CIP Value
Compatibility Information Profile used to set up MWI requests. This parameter influences the ISDN information elements Bearer Capability, Low Layer Compatibility and High Layer Compatibility. Possible values: * 24 (default): with X.400 * 1: * 4: * 5: * 16: II-264
Message Handling Systems in accordance Speech 3.1 kHz audio 7 kHz audio Telephony Modules
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Set calling number for MWI
Select this check box when this parameter is required to set the calling number for MWI requests. Some PBXs require this (a valid originator of a call). The calling number is then read out from the table Calling Numbers. •
Qsig Facility
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Use Cornet extension for setting MWI
Specify if Cornet (= Siemens proprietary) protocol extension must be added to the standard MWI facility message. –
D-Channel to use for setting MWI
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Message Center ID
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User number that sets MWI
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Basic service
Specifies the “Basic Service”, coded in accordance with ETS 300 196[D.5], used to code the MWI supplementary service request. Possible values: * 0 : all services (default) * 1 : speech * 2 : unrestricted digital information …
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Serial
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MWI On Prefix
First part of the message for turning on the message waiting indicator. This prefix is placed in front of the mailbox number. –
MWI On Suffix
Last part of the message for turning on the message waiting indicator. This prefix is placed after the mailbox number. –
MWI Off Prefix
First part of the message to switch off the message waiting indicator. This prefix is placed in front of the mailbox number. –
MWI Off Suffix
Last part of the message to switch off the message waiting indicator. This prefix is placed after the mailbox number. –
Maximum Wait time for MWI Acknowledge
Only used for serial notification way. Specifies the maximum time to wait for the MWI acknowledge message of the PBX after sending the MWI command. In case this timer is passed, an MwiFailure will be posted to the application. If not, the MWI succeeded event will be posted. Update: You should click the Ok button to save the modified settings.
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ODBC ODBC Dial-Out
Note: If an error occurs, there is always a reconnection. For certain errors however, no reconnection to the dialout database will be established. Number of lines to start at once for dial-out The maximum number of lines that can be started simultaneously for ODBC Dial-outs, based on the dial-out database. These lines should also be started up within a specific time. Maximum number of lines used for dial-out The maximum number of lines that can be used simultaneously for ODBC dial-outs, based on the dial-out database. Setting this parameter to 0 to disable this setting. Call generation interval Time interval for generating a range of outgoing calls, based on the dialout database (in seconds). Default = 5 seconds.
ODBC General
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ODBC Settings General Use dynamic connections If you select this check box every line will use its own connection to a fixed database. Selecting this option implies that the Properties for static ODBC connections will be disabled. You will have to restart the runtime for this setting to take effect.
Note:
"Use dynamic connections" is only valid for ODBC states; the connection to the Dial Out database is always fixed! Left delimiter for SQL syntax Here you define the left delimiter used in SQL statements around table and field names. Delimiters are required when using table and field names with spaces. Default is double quotes ("), but be aware that some databases do not accept this. Right delimiter for SQL syntax Here you define the right delimiter used in SQL statements around table and field names. Delimiters are required when using table and field names with spaces. Default is double quotes ("), but be aware that some databases do not accept this.
Properties for static ODBC connections You will only get to see this edit field when you have not selected the Use dynamic connections check box.
Note:
These settings are only valid for ODBC states. Use one fixed connection for all lines If you select this check box, all lines share the same database connection for each fixed database. You will have to restart the runtime for this setting to take effect.
Note:
A fixed database is a database of which the user and password are known before running the project (no variables are used for user name and password). Reconnect to the database when an error occurs Only when this check box is selected will the runtime restore the database connections when an ODBC error has occurred. You will have to restart the runtime for this setting to take effect.
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Operator Settings
Only when the edit box Operator settings are active has been selected will the Operator Setting Details edit field appear. If the operator settings are active, the runtime transfers the call to the operator extension or gives the possibility to put a message in the operator mailbox when no input is given on the first “get digit”. This also happens when a given mailbox number is invalid or when a mailbox is full. Transfer Type •
Supervised transfer
Only with a supervised transfer can a message be stored in the operator mailbox. •
Blind transfer
If you select Blind transfer here, the Operator Mailbox edit box will be disabled. Default. Operator Extension Here you define the operator extension. The runtime transfers to this extension when no input is received. Operator Mailbox Here you define the number of the operator mailbox. The runtime goes to this extension when no input is received on the first digit. IVR CAPI Module (IVR72_CAPI)
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Pager Settings
Pause before message Here you can specify the period in seconds to wait before sending the actual pager message. Default = 12 seconds Pause after message Here you can specify the period in seconds to wait after sending the actual pager message and before ending the call. Default = 4 seconds Prefix to dial Here you can specify the sequence sent before sending the pager message. Suffix to dial Here you can specify the sequence sent after sending the pager message.
Plug-ins VoxIVR2CC91.dll Cache
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Call
CanDoOutboundFaxes This check box should be selected if you want to send outbound faxes via your Voxtron Client.
MaxLinesToUseForFax The maximum number of available fax lines to use for sending CC faxes or direct faxes. Possible values are: ALL to use all available lines the number of faxes to send e.g. if the hardware in the IVR can send only 2 faxes simultaneously, enter 2 here.
AutoCreateContactType This is the contact type that will be assigned when the contact is created automatically. Possible values are: CCCALLIN the new incoming call is immediately classified as a contact center call IVRCALL a call that has entered the IVR, but not yet has been classified as a contact center call.
SendCreateContactAutomatically If this check box is selected, every call that enters the IVR is signalled to the contact center. The contact type that is assigned to the call is defined in AutoCreateContactType.
MinimumLengthOfValidcall This is the number of seconds that a call must last in the IVR to be a valid call.
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DialOutNbrFormat
DialOutNbrFormat is used to format the number that needs to be dialed for the campaign call and by the fax printer. The following example of a destination number is used to explain the parameters. 003237604040 where : 00 is the prefix for dialing international calls 32 is the country code (0)3 is the area code 76040 is the system root number
Area Code This is the local area code
International Prefix This is the sequence to dial if you want to call an international number. The + sign in a phone number will be replaced by this international prefix.
Country Code This is for example 32 for Belgium, 49 for Germany, ...
Access Code for International Calls This is the prefix you need to dial before dialing the international number. In most cases this is the same as the Access Code for National Calls, because it is the digit to dial for getting an external line on the PBX.
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FormatNumber Removes invalid characters like "/" and "." from the telephone number, and puts the number in the correct format. Possible values are TRUE or FALSE.
SkipOnEmail If this check box is selected, the number formatting if skipped if an "@" is detected in the number to dial (this allows SIP URIs to be called).
Access Code for National Calls Here you enter the digit you need to dial for national calls.
Maximum Number of Digits for Internal Numbers If the dialed number exceeds the value entered here, the prefix for national calls will be added to the number to dial.
System Root Number Every number that will be dialed will first be checked on this root number. If the root number is found in the number to dial, an external call will not be made, but only the digits following the root number will be dialed.
Extensions
Deprecated.
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Extra
DefaultCCName This is the name of the contact center that has to be used if no contact center is defined. Possible values are: SINGLE_CCS if only 1 contact center is used, or the name of the default contact center to use when MultipleCC (refer to page II-275) is used to define more than one contact center service
Fax
ReceiverNumber If a fax is received by the system, this number will be transmitted to the fax machine.
IPConfig
IpPort The port that the (default) CC Service listens on.
Address The IP address that the (default) CC Service runs on. II-274
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ReplyTimeOut Timeout (in seconds) for the CC Service to respond.
IVRStatus
NumberOfLinesUsed Deprecated.
MultipleCC
This is the list of CCServices when more than 1 CC service is used. Per CCService you need to enter a Name for that service (that will be referenced in the plug-in), the IP Address and the Port number of that CCService.
VoxIVR2CTI51.dll This plug-in communicates directly with the CTI service. It is especially used when using the IVRMonitored extensions feature.
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CTIClient
Address Ip address for the CTI module.
IpPort Port for the main CTI port (default: 47000).
Enabled Select this check box to enable the CTI client component of the plugin. Currently only the CTITransfer function requires this to be enabled.
Note: Avoid selecting this check box in a production environment as it can have an impact on performance.
Use UNHOLD for retrieve default transfer Select this check box to use UNHOLD for call retrieve instead of the default HANGUP.
Extension mapping To use the CTITransfer, all lines of the IVR must be associated with their corresponding line.
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Extension Extension to be monitored in the CTI.
LineNbr IVR line number using the extension.
IVR Provider
Specify the IP Address and Port number of the CTI service to connect to. You have to select the Enabled check box if you want to have predictive dialing.
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VoxIVR2DIAL12.dll Network
Specify the IP Address and Port number of the CTI service to connect to.
Reporting
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First week of the year Select the first week of the year from the drop-down list. In this way, week numbers can be displayed in the statistic reports. Scheduled statistics e-mail address E-mail address that scheduled statistics will be sent to. Presentation interval By selecting check boxes here, you define the Interval in the period edit field of the Report overview. Refer to the Report overview in Reporting | on page II347. Scheduling interval By selecting check boxes here, you define the list of items from which you will be able to select in the Every drop-down list in the Schedule edit field of the Scheduling tab page. Refer to Scheduling in the Skill Report on page II-436 (Reporting | Skill reports).
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Select PBX
Originally, the Current PBX field will display the PBX you currently use. By clicking the Change button, you can select another available PBX from the appearing list by selecting it and clicking the Ok button.
Note: In general, all existing PBXs are supported, but the level of functionality will depend on the implementation of supplementary services on the S0-bus of the PBX (e.g. on hold, MWI, …).
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Serial Port Configuration
Serial communication enabled Indicates whether a serial port is used to communicate with the PBX. Only if this check box is selected, will the drop-down lists and combo boxes underneath be enabled. COM port Here the serial port that should be used for serial communication with the PBX. The PBX can use the COM port of your PC to send information to the IVR. Default = COM1 Baud rate Holds the bold rate at which the device should operate. Default = 9600 Parity Holds the parity scheme to be used. Default = No Parity Stop bits Holds the number of stop bits to be used. Default = 1 Byte size Holds the number of bits in the bytes transmitted and received. Default = 8 Terminating character Holds the terminating character of the messages Default = \x10 Flush time Holds the maximum time in milliseconds between the reception of two parts of a message. Default = 500
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Timed Actions
Here you can configure all predefined periods for the Timed Action State in the IVR.
Voice Mail General
Hide passwords in logging files Indication if the voicemail passwords in the TR/LG-log files are readable or set as *'s II-282
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Voxtron Communication Center Pager notification message In this edit box you can enter a notification message for a pager. It is the actual page message sent to notify that a message is left in a mailbox. Voicemail dial-out retries You can specify the number of attempts for a voicemail dial-out after detecting "busy" or "no answer". A voicemail dial-out is a message notification by calling a phone number upon arrival of a voicemail message. Default = 5 (i.e. in total maximum 6 calls will be made). Wait time after busy before dialing out again You can define the delay (in minutes) before retrying a dial-out when "busy" was detected. Default = 5 minutes. Wait time after no answer before dialing out again You can define the delay (in minutes) before retrying a dial-out when "no answer" was detected. Default = 60 minutes Minimum valid length of a voicemail message You can define the minimum length of a voicemail message by filling in the edit box. If the recording of the voicemail message is shorter than the number of seconds specified here, the message will not be saved. Default = 3 seconds Maximum length of a voicemail message You can define the maximum length of a voicemail message by filling in the edit box. Default = 180 seconds Maximum silence detected before recording stops You can define the maximum silence period that is recorded after which the recording of the message stops by filling in the edit box. Default = 10 seconds.
Voicemail to Email A message that is left in a mailbox can be handled in different ways. The message can just be stored in the mailbox or it can be sent as an attachment of an email. When it is stored in the mailbox, an email can also be sent to notify that a new message arrived in the mailbox. When the SMTP server is down or when it is impossible to logon to the SMTP server, sending the emails will always be retried with a configurable time duration between two tries.
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Voxtron Communication Center When sending the email fails because of another reason, an error is logged and there is no retry.
Voicemail to email server settings Mail Server The IP address or host name of the SMTP server (SimpleMailTransferProtocol server). Authentication required If you select the "Authentication Required" check box, you will have to fill in the Login and Password edit fields. Login You should fill in this edit box after having selected the "Authentication Required" check box. It is the login name for the SMTP server. Password You should fill in this edit box after having selected the "Authentication Required" check box. It is the password for the IVR voicemail database. From address Here you can fill in the e-mail address that is used to send the e-mail messages from.
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Message Notification (no attachment sent) Subject with Clip Here you can fill in what should appear in the Subject field of the e-mail message, extended with the CLIP (Calling Line Identity Presentation) if the number of the person who left the voicemail message is available. Subject without Clip Here you can fill in what should appear in the Subject field of the e-mail message. Body Text Here you can fill in a personal text explaining that a new voicemail message has arrived.
Forwarding the message (attachment sent) Subject with Clip Here you can fill in what should appear in the Subject field of the e-mail message, extended with the CLIP (Calling Line Identity Presentation) if the number of the person who left the voicemail message is available. Subject without Clip Here you can fill in what should appear in the Subject field of the e-mail message. Body Text Here you can fill in a personal text explaining that a new voicemail message containing an attachment has arrived. Attachment Name Here you can fill in a self-explaining name (the file extension is automatically .wav) Audio format Possible formats for the attachment: • True Speech high compression
IVR CAPI Module (IVR72_CAPI)
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PCM Encodingbest quality
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ALaw
native
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MuLaw
native
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IMA ADPCM
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Voicemail defaults
Enter a number in the Maximum number of messages and click the Ok button if you want to change the default value of 20. Here you actually define the default maximum number of messages that will be allowed in a mailbox.
Voicemail Mailbox definitions
Initially, there are already 99 mailboxes defined (if the “number of digits in extension” is 2). This means a range “1-99” with default maximum messages (20) stored in those mailboxes. The window above is a result of an individually customized overview of extensions and possible mailboxes linked to them. If there is a plus sign in the utter left column it means that the data can be expanded, in which case you might have a situation as in the next window: Clicking the link in the Range column, results in a window similar to the example window below:
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After clicking the Ok button, you have modified the specifications for the selected extension or range of extensions. After clicking the Remove icon at the extreme right of the webpage, you get the window below.
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GLOBAL SETTINGS The global settings are the connections of the module instances contained in the VCC that can be defined here. The global settings are situated among the core modules in the Web Center:
If you define a connection, you have to select a module instance for which you set up the connection and a protocol. Here you also have to define the IP address and the port.
Note: In the VCC2016 only one connection is possible and necessary. Other connections might be possible in future VCC versions. All other possible connections are of no use at this stage. I.e. only a connection for the WDS should be set up which will enable News Ticker facilities in the Voxtron Client.
Global Settings
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LICENSE MODULE (LIC12) Introduction Via the License module of the Web Center, you can add and/or remove licenses to/from your VCC installation. At all times, you can have an overview and a display of the usage rate of your licenses. These licenses are generated by your local sales organization after having ordered a dongle.
Add/remove licenses
First, you should browse for a license file by clicking the Browse button and give it a self-explaining name in the Description edit field above. You will have received the license file(s) through your Voxtron Partner or local sales organization. Now, you can add the license by clicking the Add license button. Once you have added the license file it will appear in the Installed licenses overview with the name you gave it in the Description edit field under Add new license.
Note: You can only remove licenses if they are not valid or if they have expired.
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Configuration Logging
The extended logging settings for the license service are entered here. II-292
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Log to file Trace information By selecting this check box, the license service will extend the logging with additional trace information.
XML message By selecting this check box, the license service will extend the logging with the XML messages that are sent and received by the contact center service. The values entered in the Compress files older than, Delete files older than, Maximum file size and Minimum required free space on hard disk edit boxes are used to save hard disk space.
Log to event log You first have to select the Enable logging to the Windows Event log check box before you can select any basic or additional log types (Debug information, Errors, Exceptions, Warnings, Successful actions, Trace information, XML messages).
Log to Syslog server You first have to select the Enable logging to the Syslog server check box before you can select any basic or additional log types (Debug information, Errors, Exceptions, Warnings, Successful actions, Trace information, XML messages). Of course you have to fill in the IP address and Port number of the Syslog server before any logging can be generated on that server.
Network
The port settings for the license service are entered here. On this port number the server listens and clients are connected. Changes to the port setting only have effect after the license service is restarted.
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Overview
The Overview menu displays a list of all license codes in your VCC (possibly spanning over several systems). It shows the number of available licenses per licensed item and the course of their usage at a certain period. The Shortage column will show "Yes" (in red) when at a certain moment in time more items of a particular licensable item were asked than there were available at that moment. Such licensable items are: • Voxtron Clients •
Contact Center Server instance
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Dashboard instance
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CTI TAPI instance
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IVR ports
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Interaction Log-in Units for CC
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Routed Multimedia Contacts (see Pay-per-use)
Features Here you find a list of licensed options (defined in the Voxtron Ordering site) that have been selected
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Usage
While in Overview (refer to page II-294), you get an overview (possibly spanning over several systems) of the available licensed items, here you get an overview of the actually used licensed items. The number of available licenses per licensable item and the course of their usage at a certain period is shown. The line(s) of the licensable items will light up in red as soon if there is a shortage at one time. Reset maximum and shortage Use this button to reset the values.
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RECORDING MODULE (REC11) Introduction Via the Web Center you can configure the Recording module which is an independent module and therefore enables stand-alone, distributed recording solutions and integration with the contact center. While the recordings are stored in the FileStore, they can be looked up and retrieved via the Web Center. The recording module uses Optilogic boards or applications to record voice conversations on the trunks that connect the PSTN to the PBX.
Configuration Filter
By clicking the New button you can create a BlackList or a WhiteList (to be selected in the drop-down list) containing the numbers of which the calls should (not) be recorded.
You can extend the black list or the white list by each time clicking the New button and filling in the Filter Details (the Calling Line Identification (for the calling numbers) and the Direct Dial In (for the called numbers)).
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General Settings
General Settings In the Recordings Cache Path edit box you can fill in the path to a temporary location where they are cached before they are saved in the datastore. If you want to use recording outside a contact center context (i.e. standalone recorder), you should not select the Match recordings with contact center contacts check box. Selecting the check box Match recordings with contact center contacts, implies that the recordings will be matched with the datastore information of the different Contact Center instances. This means that these additional data will be shown when the search result (obtained via REC11 | Recordings (refer to page II-297) is displayed.
Note: Matching data between a recording module and a CC module will only be possible if both are part of the same Voxtron Communication Center installation.
Hyper Engine Connections Click the New button to make a connection to a hyper engine creating the audio files:
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The hyper engine constitutes the software of the recording board. Several recording boards/recording engines can be connected to one recording module. In the dialog window above (Add Hyper Engine Connections) these connections are established by filling in the necessary edit fields: Share
Physical Path Authenticate
Recording Module (REC11)
a hyper engine makes recordings that are saved locally. The directory where those recordings are saved, should be shared on the network. here you should fill in the path from the hyper engine to the recording files. if you select the Authenticate check box you should enter a User name and Password to be able to reach the shared network recording files.
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Logging
The extended logging settings for the recording service are entered here. Changes to the logging settings have immediate effect without restarting the recording service.
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Log to file Trace information By selecting this check box, the recording service will extend the logging with additional trace information.
XML message By selecting this check box, the recording service will extend the logging with the XML messages that are sent and received by the contact center service. The values entered in in the Compress files older than, Delete files older than, Maximum file size and Minimum required free space on hard disk edit boxes are used to save hard disk space.
Log to event log You first have to select the Enable logging to the Windows Event log check box before you can select any basic or additional log types (Information, Errors, Exceptions, Warnings, Successful actions, Trace information, XML messages).
Log to Syslog server You first have to select the Enable logging to the Syslog server check box before you can select any basic or additional log types (Information, Errors, Exceptions, Warnings, Successful actions, Trace information, XML messages). Of course you have to fill in the IP address and Port number of the Syslog server before any logging can be generated on that server.
Recordings
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Voxtron Communication Center You can limit the resulting list by defining the search criteria that can be selected by a number of check boxes, drop-down lists and an edit box: • Call Type Here you can select one or more call types. •
Call Properties
Here you can enter the necessary data through selfexplaining edit fields and/or drop-down lists. •
Call Period
Here you can enter the period for which you want to retain recordings in the list. •
Duration
Through using the Duration drop-down lists you can select recordings that have a specific duration Once you have selected all criteria you can click on the Search button and you will get the resulting list of call recordings.
Each of the call recordings in the list can be played, saved to disk or deleted. The actions (play (under Download), save to disk (under Download) and Delete) a particular user can undertake, depend on the settings in WEB12 | Users. I.e. a “super administrator” has access to all module instances, including of course the concerned module REC11; (a) “system administrator”(s) has/have access to REC11, if the module instance has been selected. Refer to the chapter WEB MODULE (WEB12), section Users, on page II-586.
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DASHBOARD MODULE (DASHBOARDS 2.1)
Note: The Dashboard Module (Dashboards) is not an actual module but can come with the Contact Center module, the IVR module, the VoiceXML module, the Dialer module and the Email Response Management module.
Clicking on the Dashboards button, will generate the Dashboard administration window where you can create (add), view, edit, duplicate and delete dashboards and/or news tickers:
Dashboard module (Dashboards 2.1)
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New By clicking the Add new dashboard button, the user can create a new dashboard. Modify, Duplicate, Delete, Design, Export and View
View By clicking the View button selected dashboard.
, the user can view the
Modify By clicking the Modify button , the user can rename and/or modify the selected dashboard. Design By clicking the Design button , the user can design (define widgets and parameters) the selected dashboard. Duplicate By clicking the Duplicate button , the user can start from the selected dashboard and only perform minimal changes to it. Export By clicking the Export button dashboard.
, the user can export a
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Import
By clicking the Import dashboard button from another VCC system.
, the user can delete the
, the user can import a dashboard
Add a new dashboard If you want to create a new dasboard, you should click the Add new dashboard button. In this way you can make new dashboards, decide on their names and define the properties.
Note: As adding a dashboard, is done through the same dialog windows as when modifying a dashboard, the subsequent screenshots apply to modifying dashboards, since they will reveal already filled in edit boxes, dialogs, etc.
General Name Enter a preferably self-explaining name for your dashboard In the Name edit box.
Dashboard server If a contact center user defines this dashboard (if he has this right), he should only be able to see items from his own contact center and the objects for Dashboard module (Dashboards 2.1)
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Public If you make a dashboard public (by selecting the Public check box), it will be visible to everybody via direct a direct URL. Refer to View a dashboard on page II-328.
Background color Here you can define the background color of your dashboard in RGB format. Default is white (#FFFFFF). This means that all the widgets on your dashboard will appear on a white background.
Use transparent color This is infact the same as not having a background.
Base widget dimensions Height, Width, Spacing Here you can define the height, width of your widgets and the spacing between them in pixels. Default the height and width of the widgets is 20 pixels, and the spacing between them is 5 pixels.
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The Dashboard designer will appear displaying the basic widgets you have created when adding or modifying a new dashboard. The designer window is divided into two parts. The designer objects (widgets (refer to page II-311) and parameters (refer to page II-307)) at the left and the content area at the right. The content area contains all widgets and will eventually become the actual dashboard.
Parameters In the Parameters tab page you can select the parameters that you will use in the different widgets of the dashboard.
Introduction Parameter types •
Value parameters: values published by a module or another source. They are published on a regular interval, typically a few seconds. For example the quality of service is 97% and someone wants to show this on the dashboard. In a database is a value stored that defines the revenue that the team created.
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Sliding window parameters: parameters that are calculated over a well defined period of time. This period is called the sliding window and is configurable in the modules. For sliding window parameters, the modules will publish different samples on different time stamps, and these are collected and stored by the dashboard service. The dashboard then calculates a number of derived values from the samples that fit within the sliding window interval. Calculate values are:
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The (weigthed) average of the samples in the window interval
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The maximum of the samples
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The minimum of the samples
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The sum of the samples
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Calculated parameters: parameters that are the result of a mathematical calculation that contains a number of mathematical operators on one or more other parameters that are part of the sliding window interval. In practice, the calculation will be a perl expression that will be evaluated to one value, which will then be the value of the calculated parameter.
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SQL parameters: parameters that come from an ODBC database and are always specific values.
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Custom parameters: parameters that are published by another service and stored in the dashboard service via the dashboard SDK. They are value parameters or sliding window interval parameters.
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Monitor parameters: this is a special type of parameters typically for the contact center service that publish the value of the agent monitor in an almost real time way (network and module latency can slow this down a little, also IIS and web browser have an impact on this). These parameters can only be used in special designed widgets for the agent status.
Parameter sources Parameters can come from three different sources: • Parameters coming from the different VCC modules these modules can be the Contact Center module (CC), the IVR module, the VoiceXML module, the Dialer module (DIAL) and the Email Response Management module (ERM). They are the most common. Parameters from the CC service are however subject to access rights (refer to page II-3), so some of them might not be visible to particular contact center users (some users may not even have access to dashboards at all). Depending on the module, parameters can also be requested “per grouping”: –
For the contact center this is per agent, skill, team or queue
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For the dialer this is per campaign
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For the ERM, this is per mailbox
The Contact Center module also publishes monitoring information via its monitoring port, that will be used to define certain agent parameters. All the available parameters of the different modules, and whether they can(not) be grouped, and the items on which they can be grouped, are predefined and stored in the datastore tables. These tables can then be used to select the different parameters during dashboard definition. II-308
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Parameters coming from an SQL database: These are always value parameters and their availability depends on the dashboard service configuration (see further).
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Parameters coming from other software or custom parameters: They are value parameters or sliding window interval parameters. Custom parameters must also be defined first in the dashboard service before they can be selected/added to a dashboard (see further).
Adding parameters to a dashboard Click on the Add parameter button and the following dialog window will appear:
Note: According to the Parameter type selected, the “Add parameter” dialog window might slightly differ. The Parameter name and the Parameter type titles, however, will always occur.
Adding a VCC Module parameter When adding a VCC module parameter or sliding window parameter, first item to select is the VCC module from the Parameter type drop-down list. This can be either the contact center the user belongs to, or another noncontact center module if the user has sufficient acess rights (refer to page II-3). When the user selects the parameters for the module from the Module parameter drop-down list, he can, depending on the parameter, select the team, skill or queue he wants (CC module), or for campaign parameters (DIAL module), select a particular campaign.
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For sliding window interval parameters, there will be several parameters derived from the sliding window parameter’s name, using a postfix max, min, … For the user creating the dashboard, this is just a parameter to add.
Adding a Custom parameter When adding a Custom parameter, the user should first select customer parameter from the Parameter type drop-down list and then select a customer parameter form the Customer parameter drop-down list. This drop-down list shows all the custom parameters that are available in that particular dashboard service (refer to WDS21 | Custom parameters on page II-573).
Adding an SQL parameter When adding an SQL parameter, the user should first select ODBC parameter from the Parameter type drop-down list and then select an ODBC parameter from the ODBC parameter drop-down list. This drop-down list shows all the ODBC parameters (or SQL parameters) that are available in that particular dashboard service (refer to WDS21 | SQL parameters on page II-574).
Adding a Calculated parameter When adding a Calculated parameter, the user should first select Calculated parameter from the Parameter type drop-down list and then select a calculated parameter form the Calculated parameter drop-dwon list. This drop-down list shows all the calculated parameters that are available in that particular dashboard service (refer to WDS21 | Calculated parameters on page II-572).
Adding a Monitor parameter When adding a Monitor parameter, the user should first select Monitor from the Parameter type drop-down list, select a contact center instance form the Module drop-down list and then select an agent, team or queue II-310
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Removing parameters from a dashboard Click on the Remove parameter button at the left from the parameter you want to delete to remove it from the dasboard.
Note: Parameters can only be removed if they are no longer selected in any of the widgets.
Widgets In the Widgets tab page you can create, modify and remove widgets that use the parameters that you previously created via the Parameters tab page (refer to page II-307).
Introduction Widgets are small pieces of dynamic content (making use of the previously created dashboard parameters) that can be placed on the dashboard. Each dashboard must have at least one widget. Refer to page II-307.
Adding a widget to a dashboard All available widgets are displayed in the Widgets tab page in the left panel of the designer. You can select a particular widget and drag it to the content area to add it to your dasboard.
Static widgets Static widgets are widgets displaying information that will not change during the time it is displayed on the dashboard.
HTML widget The HTML widget is a simple widget displaying static HTML content. It can be used to display some text, information or an image on the dashboard.
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In the General tab page you can add a Title to the widget which will be shown on top of the widget. You can define the Title style, the background color, the border color, the border width and the general width (small, medium or large) and height (small, medium or large) of the widget. By selecting the Show title check box, the title will be shown in the view mode of the dashboard. Refer to the section View a dashboard on page II-328.
In the HTML Widget tab page you can fairly simple define what is should contain. After having added the widget, you can drag it to its desired position.
URL widget The URL widget is a simple widget displaying another page inside a frame of the dashboard. II-312
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In the General tab page you can add a Title to the widget which will be shown on top of the widget. You can define the Title style, the background color, the border color, the border width and the general width (small, medium or large) and height (small, medium or large) of the widget. By selecting the Show title check box, the title will be shown in the view mode of the dashboard. Refer to the section View a dashboard on page II-328.
In the URL Widget tab page you define the URL of the page you want to have displayed inside a frame of the dashboard. After having added the widget, you can drag it to its desired position.
Dynamic widgets Dynamic widgets give a visual representation of one or more parameters.
Gauge A gauge shows one parameter between a certain minimum and maximum value.
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In the General tab page you can add a Title to the widget which will be shown on top of the widget. You can define the Title style, the background color, the border color, the border width and the general width (small, medium or large) and height (small, medium or large) of the widget. By selecting the Show title check box, the title will be shown in the view mode of the dashboard. Refer to the section View a dashboard on page II-328.
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The gauge has following configuration parameters: • Parameter: a parameter from the list of parameters defined for this dashboard. This is the parameter of which the value is shown in the gauge. The name of the parameter will be shown in the gauge. •
Parameter style: CSS style definition that determines how the name of the parameters is displayed.
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Minimum: the minimum value of the gauge (which will be the value when the dashboard is launched and no updates for the parameter have been received).
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Maximum: the maximum value of the gauge.
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Gauge: the interval between minimum and maximum to display tick marks.
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Green: the from value, to value and exact color of the green range in the gauge.
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Orange: the from value, to value and exact color of the orange range in the gauge.
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Red: the from value, to value and exact color of the red range in the gauge.
After having added the widget, you can drag it to its desired position.
Pie chart A pie chart shows a number of values in comparison to each other, where the sum of all values constitutes a complete pie.
In the General tab page you can add a Title to the widget which will be shown on top of the widget. You can define the Title style, the background color, the border color, the border width and the general width (small, medium or large) and height (small, medium or large) of the widget. By selecting the Show title check box, the title will be shown in the view mode of the dashboard. Refer to the section View a dashboard on page II-328.
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The pie chart has following configuration parameters: • Parameters: the list of parameters that is selected for the pie chart. There should be at least two to make any sense. At the start, the available list contains all parameters that are defined for the particular dashboard. You can move the parameters that must be in the pie chart to the selected list. •
Value style: CSS style declaration for the legend on the right of the pie chart.
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Chart shape: you can choose to have you pie chart represented as a pie, a donut or a rectangle by selecting the appropriate radio button.
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Use percentages: select this check box if you want the values shown in the pie chart should be percentages i.s.o. absolute values (when NOT seleting this check box).
After having added the widget, you can drag it to its desired position.
Bar chart A bar chart compares a series of parameters with respect to their absolute values.
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In the General tab page you can add a Title to the widget which will be shown on top of the widget. You can define the Title style, the background color, the border color, the border width and the general width (small, medium or large) and height (small, medium or large) of the widget. By selecting the Show title check box, the title will be shown in the view mode of the dashboard. Refer to the section View a dashboard on page II-328.
The bar chart has following configuration parameters:
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Parameters: the list of parameters that is selected for the bar chart. There should be at least two to make any sense. At the start, the available list contains all parameters that are defined for the particular dashboard. You can move the parameters that must be in the bar chart to the selected list.
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Value style: CSS style declaration for the legend on the right of the bar chart.
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Axis maximum: maximum value to display in the Y-axis.
After having added the widget, you can drag it to its desired position.
Value display The value display (or number display) just shows the value of one parameter. This widget can be configured is such a way that the style of the text changes according to the value.
In the General tab page you can add a Title to the widget which will be shown on top of the widget. You can define the Title style, the background color, the border color, the border width and the general width (small, medium or large) and height (small, medium or large) of the widget. By selecting the Show title check box, the title will be shown in the view mode of the dashboard. Refer to the section View a dashboard on page II-328.
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The value display has following configuration parameters: • Parameter: the parameter of which the value will be shown. •
Value style: CSS style that will be applied by default (i.e. when nor rule is applicalbe or when no rules are defined).
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Add rule: here you can define a list of rules that are applicable to this value. The From and To values define the range of the value for which a particular CSS style should be applied.
After having added the widget, you can drag it to its desired position.
Value List display The value list display is similar to the value display, except that it will show a list of values (as a table) in one widget. This widget can be configured is such a way that the style of the text changes according to the value.
In the General tab page you can add a Title to the widget which will be shown on top of the widget. You can define the Title style, the background color, the border color, the border width and the general width (small, medium or large) and height (small, medium or large) of the widget. By selecting the Show title check box, the title will be shown in the view mode of the dashboard. Refer to the section View a dashboard on page II-328.
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The value list display has following configuration parameters: • Parameters: the list of parameters that is selected for the value list display. There should be at least two to make any sense. At the start, the available list contains all parameters that are defined for the particular dashboard. You can move the parameters that must be in the value list display to the selected list. •
Table style: you can decide on the look and feel of the table in which the selected parameters will appear by defining the styles of the header, rows and alternating rows of the table.
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Add rule: here you can define a list of rules that are applicable to this value. The From and To values define the range of the value for which a particular CSS style should be applied
After having added the widget, you can drag it to its desired position.
Rotator A rotator is a special widget that does not display any values itself, but other widgets one by one with a defined interval between them. In this way, it is possible to have more information on one screen without having to use several smaller widgets.
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You can define the border width and the general width (small, medium or large) and height (small, medium or large) of the widget. By selecting the Show title check box, the title will be shown in the view mode of the dashboard. Refer to the section View a dashboard on page II-328. The available properties will override the corresponding properties of the widget. The other properties are taken from the widget that is displayed, including the title, which will change together with the widget (as such the right title for the right widget will be displayed).
The bar chart has following additional configuration parameters: • Widgets: the list of widgets that will be displayed in the rotator. There should be at least two to make any sense. At the start, the available list contains all widgets that are defined for the particular dashboard. You can move the widgets that must be in the rotator to the selected list. •
Rotation interval: the interval is in seconds. Default: 1 second.
After having added the widget, you can drag it to its desired position.
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Note: The original widgets can be drawn on the dashboard first to determine their look and to configure them. In display mode, however, the dashboard will show them on the location of the rotator widget and the location of the original widgets will be empty. That is why widgets that are part of a rotator are best placed at the bottom or on the side of a dashboard.
Agent list An agent list will display the status of one or more agents.
In the General tab page you can add a Title to the widget which will be shown on top of the widget. You can define the Title style, the background color, the border color, the border width and the general width (small, medium or large) and height (small, medium or large) of the widget. By selecting the Show title check box, the title will be shown in the view mode of the dashboard. Refer to the section View a dashboard on page II-328.
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The agent list has following configuration parameters: • Agents: agents from the list of available agents defined for this dashboard. You can add one or more agents to the selected list. •
Table style: you can decide on the look and feel of the table in which the selected values will appear by defining the styles of the header, rows and alternating rows of the table.
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Show full name: shows the full name of the agents instead of their user names.
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Show status icon: shows a column with the status icon next to the agent.
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Show status text: shows a column with the status text next to the agent.
After having added the widget, you can drag it to its desired position.
Team list A team list is similar to an agent list, but it is based on a particular team (that must be added as a parameter to the dashboard). It will display the status of all the agents belonging to that particluar team and a summary. Dashboard module (Dashboards 2.1)
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In the General tab page you can add a Title to the widget which will be shown on top of the widget. You can define the Title style, the background color, the border color, the border width and the general width (small, medium or large) and height (small, medium or large) of the widget. By selecting the Show title check box, the title will be shown in the view mode of the dashboard. Refer to the section View a dashboard on page II-328.
The team list has following configuration parameters: • Team: here you can select a particular team.
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Table style: you can decide on the look and feel of the table in which the selected values will appear by defining the styles of the header, rows and alternating rows of the table.
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Show full name: shows the full name of the agents instead of the user names.
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Show status icon: shows a column with the status icon next to the agent.
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Show status text: shows a column with the status text next to the agent.
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Show summary: shows a summary with the total number of agents of the team per status.
After having added the widget, you can drag it to its desired position.
Queue list A queue list is identical to a team list, but it applies to all users of a queue i.s.o. members of a team. Refer to the subsection Team list, on page II-325, for a detailed description.
News ticker The news ticker widget will automatically comprise the whole width of the screen and will adjust its height as specified in the news ticker definition (refer to page II-330).
Modifying a widget in a dashboard After having created a widget, you can modify its properties by clicking on the Modify widget button. You will be able to run through the two tab pages you configure when adding a widget.
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Removing a widget from a dashboard After having created a widget, you can remove it by clicking on the Delete widget button:
View a dashboard After having created and designed a dashboard, you can check what it will look like by clicking the View button per individual dashboard. You will get a window displaying your dasboard outside of the web center in your web browser. You will need the following URL (defined in WDS21 | Configuration | Connection settings, Dashboard name URL edit box) to get this done: http://srvvcc/VccWebCenter/?Dashboard=&Cc=&Usr=&Password=. Refer to subsection Connection Settings of the section Configuration in the chapter WDS21, on page II-576. Following parameters are available: • Dashboard=the name of the dashboard that must be displayed •
Cc=name of the contact center applicable for the user. If not provided, it is assumed that a web center user credentials are provided
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Usr=the user name of the user requesting the dashboard
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Password=the password of the user requesting the dashboard
The CC, Usr and Password parameters are needed to check if the user has permissions to see this wallboard. Only for publicly available dashboards it is sufficient to provide the dashboard name.
Note: When a dashboard is displayed using a direct link, it is obvious that the dashboard cannot be changed in that view. For this, access via the web center is required.
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Add a new news ticker If you want to create a new news ticker, you should click the Add new news ticker button. In this way you can make new dashboards, decide on their names and define the properties.
Note: As adding a news ticker, is done through the same dialog windows as when modifying a news ticker, the subsequent screenshots apply to modifying news ticker, since they will reveal already filled in edit boxes, dialogs, etc.
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General Name Enter a preferably self-explaining name for your news ticker In the Name edit box.
Dashboard server If a contact center user defines this news ticker (if he has this right), he should only be able to see items from his own contact center and the objects for which he has access rights. This has impact on the drop-down list of dashboard services and the list of profiles. The list of dashboard services for a contact center user is limited to the list of dashboard services that have at least the contact center services defined that the user is part of. The list of possible profiles is determined by the selected dashboard service, and will only contain profiles of the contact center that the user belongs to. A web center user always sees all news tickers in the dashboard server dropdown list, and can select any of the installed dashboard services, and this means that he will be able to select any profile in the profiles configuration part. This however does not mean that the users of that specific profile of that specific contact center will be able to see the news ticker, because as soon as the web center users selects parameters from multiple contact centers, it is impossible for a contact center user to see it.
Height Here you can define the height of your news ticker by selecting a value from the 9 values (from xx small to xx large) listed in the drop-down list. II-330
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Note: A news ticker’s width always takes the full width of the screen and it always scrolls from right to left.
Speed For the speed of the news ticker, you can move the cursor in the horizontal bar from 5 seconds to 60 seconds.This is the pace at which the values in the news ticker will move.
Background color Here you can define the background color of your news ticker in RGB format. Default is white (#FFFFFF). This means that all the widgets on your dashboard will appear on a white background.
Parameters
Note: The add/modify parameter dialog window for a news ticker is to a great extent similar to the one of the add/modify dialog window for a dashboard (refer to page II-305), except that the rules for text color are also part of the add/modify parameter dialog window for news tickers.
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Since a news ticker value is displayed as a name value pair separated by a semicolon, it is only possible to set the text color of the parameter based on a number of rules. If the text color is set, it is set for both the name and the value. Adding a rule brings up the following dialog, where the color can be set.
Showing information using custom parameters Custom parameters are used to display certain messages to the agent. Such a custom parameter can be assigned a particular value that can be displayed in the news ticker (as any other parameter).
When clicking on this button, a dialog window will be opened where you can set the (persistent) value for this custom parameter.
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Export a dashboard If you want to export a dashboard, you should click the Export dashboard ( button. In this way you can export dashboards for storage.
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Step 1: Choose widgets to export When clicking the Export dashboard button ( ) next to a dashboard, a wizard is started up showing the list of widgets to be exported:
For an easy selection, the widget titles and types are displayed. Click the Next button.
Step 2: Choose parameters to export Now, the parameters that are used by the selected widgets, are preselected (those selections cannot be deselected). You can also select other parameters. For your convenience, the dashboard parameter title, type and module are displayed possibly together with a parameter name and partition information (if applicable).
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The list is scrollable:
Step 3: Define the file name for the export Now, a file name is chosen and the original name of the dashboard is displayed as a suggestion. After clicking the Finish button, a standard browser dialog window appears.
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Import a dashboard If you want to import a dashoard, you should click the Import dashboard button. In this way you can import dashboards from another VCC system. You can select widgets and parameters and the modules that have deleiver the parameters and the partitioning information (user/team/skill).
Step 1: Data location When clicking the Import dashboard button ( you to select an exported file:
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You have to brows for the dashboard to be imported.
Step 2: Dashboard properties In the next step, you can choose a name for the imported dashboard, select whether it will be publically available or not, and specify the dashboard server that will be used. The name is preset to the name of the imported dashboard, and the dashboard server is preset according to the following principle: • If the WDS instance matched (only the case when the dashboard is imported from the same VCC installation), this module is pre-selected Dashboard module (Dashboards 2.1)
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If there is only one available WDS instance, this instance will be selected
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In all other cases, you must choose the WDS instance by selecting one from the dasboard server drop-down list.
Afer clicking on the Next button you can proceed to step 3 of the import procedure.
Step 3: Widgets mapping Now you can choose the widgets you would like to import.
Step 4: Module and monitor parameters mapping As with the export, the parameters are preselected and locked ( ) if they are used with the selected widgets, but any other parameters ( ) may be chosen as well. II-336
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Step 5: Service parameters mapping Now, the service parameters are selected.
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Note: There might be no data in this overview. In this case Step 5 will look like this:
Step 6: Calculated parameters mapping – contained module and monitor parameters Now, you have to select and map module and monitor parameters This step is needed because calculated parameters can have aliases that can be of any parameter type (even other calaculated parameters) and they might consist of parameters that are also calculated…
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Step 7: Calculated parameters mapping – contained service parameters Now, you have to select and map service parameters for the calculated parametes.
Summary Now, a summary is shown containing the information on the dashboard to import.
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The number of widgets and parameters id displayed together with a list of parameters which will be created before the dashboard can be imported. As a result, a new dashboard is created with the parameters and widgets chosen, the exact dashboard design (size and widget positions) and widget styles.
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REPORTING MODULE
Note: The Reporting Module (Reporting) is not an actual module but comes with the Contact Center module. Managing a contact center involves lots of data: •
When do most of the calls, e-mails, faxes, chats or business objects arrive? During the morning, afternoon, evening or night?
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How long did it take to answer the average call or handle the average e-mail or fax?
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How many calls were unanswered or e-mails, or faxes or chats or business objects not handled?
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What is the average time of a call or the average time for handling an e-mail, or fax or chat or business objects?
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Statistics per agent?
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…
The Contact Center statistics (reports) are divided into twelve groups: •
agent reports
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campaign reports
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contact code reports
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custom reports
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ERM mailbox reports
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general reports
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IVR call reports
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login reports
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queue reports
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skill reports
•
team reports
•
VXML reports
The reporting module user types are defined by their access rights. Refer to page II-5.
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Notes: Contact Center users can see/use the reporting module in the Web Center, if they log on to the web center with \ on the condition of course that this has been configured as such in CC91 | Roles, Access Rights tab (refer to page II-3) and/or of the configuration or the reports in CC91 | Profiles | Reporting (refer to page II-16). From the left pane view, the user can open an individual report group. The user can create as many reports as he/she likes and rename these as well. The reports can be configured in the “Period” and “what” tab sheets (which can be obtained by clicking the Modify button when viewing a report). The resulting data can be visualized on the screen and exported to a .csv (commaseparated values) that can be used and analyzed in standard statistic software (e.g. MS Access, Crystal Reports…), to an Excel file or to an .html file.
Custom Report Definitions
New By clicking the New button you can scroll for a custom report definition (crd) file If you select a new custom report definition, you will get the following warning window:
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Delete If you click the “Delete” button and the custom report definition has been assigned to one or more custom report files, you will get a similar warning window informing you that all reports that make use of that particular custom report definition will be deleted. New By clicking the New button, the user can create a new report under the selected individual report group. Create, Modify, Duplicate, Delete, Overview
Overview By clicking the Overview button , the user can view the selected report and the categories (columns) in the report. Modify By clicking the Modify button , the user can rename the selected report or modify the categories (columns) in the report. Create By clicking the Create button , the user can generate a report of the selected statistics.
Note: Most statistic reports have 1 to 2 extra entries at the bottom containing the Totals of all columns or the Averages of all columns. Login reports contain no totals while skill reports and contact code reports have no totals and no averages. For agent reports there are 6 extra entries at the Reporting Module
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Voxtron Communication Center bottom: report summary, report average, averages per agent, summary per agent, averages per period and summary per period.
Duplicate By clicking the Duplicate button , the user can start from the selected report and only perform minimal changes to it. Delete By clicking the Delete button , the user can delete the selected report from the individual report group.
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Print, Export, Refresh
Print By clicking the Print button selected report.
, the user can print the
Export By clicking one of the Export buttons, the user can export the selected report to a CSV file file
, an HTML file
or an Excel
.
Refresh By clicking the Refresh button selected report.
, the user can refresh the
Agent Reports Preliminary remark Because agent reports might disclose sensitive agent information, the opportunity is offered to team leaders and administrators to generate anonymous agent reports not revealing the agents' identities. If you want this feature to be available in your Contact Center, you should contact Voxtron. When you have this feature, Reporting | Agent reports in your Web Center, will have to extra subitems: "Reports" and "Reveal agents", the former representing the actual Agent report facility and the latter representing the agent reveal facility that is described below. Reveal agents This option is only available when this feature has been requested. The percentage of agents that can be revealed (have their identities shown) and the period during which those agents' identities can be revealed is implemented by Voxtron on request. Reporting | Agent reports will have an extra subitem "Reveal agents".
Reporting Module
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By clicking on this link (Reveal agents), you will get an overview of all the anonymous agents. Clicking on the light bulb button next to a code, will reveal that particular agent.
As the maximum percentage of agents that can be revealed has been decided (on your request) previously by Voxtron, you will get an error message when you try to exceed that percentage. The window also shows the remaining period during which you can reveal agents and the remaining number of agents that can yet be revealed during that period. If the period expires all agents will again get a scrambled numeric code. The revealed identities will be shown in the agent reports as well as in the agent filters.
View a Period report This is the same for all reports. Refer to Reporting | Skill reports, page II-424.
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Modify a Period report This is the same for all reports. Refer to Reporting | Skill reports, page II-424.
View a What report By clicking the Overview button per individual report, you get the following window where you can view the categories (columns) that are displayed in the report.
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Note: If "multiple pause reasons" have been enabled in CC91 | Pause reasons, an extra number of selectable columns can appear under "agent activity" regarding these pause reasons.
Modify a What report If, however, you want to change the categories (displayed columns), you should click the link (per individual report) and click the What tab page.
Reporting Module
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Voxtron Communication Center Here you can fill in a Report name, select a Contact Center instance and decide what columns (categories) should be displayed.
Displayed Columns in the agent Report Agent Activity Total logon duration (any) Total duration that this agent was logged on with any contact type selected. This column will only show a value if the user logged off during the indicated period of time. These statistics are based on a status change and are only generated when the agent logs off. Total logon duration (Inbound) Total duration that this agent was logged on with incoming calls selected. This column will only show a value if the user logged off during the indicated period of time. Total logon duration (Outbound) Total duration that this agent was logged on with outgoing calls selected. This column will only show a value if the user logged off during the indicated period of time. Total logon duration (E-mail) Total duration that this agent was logged on with emails selected. This column will only show a value if the user logged off during the indicated period of time. Total logon duration (Fax) Total duration that this agent was logged on with faxes selected. This column will only show a value if the user logged off during the indicated period of time. Total logon duration (Webchat contact) Total duration that this agent was logged on with webchat selected. This column will only show a value if the user logged off during the indicated period of time. Total logon duration (Objects) Total duration that this agent was logged on with objects selected. This column will only show a value if the user logged off during the indicated period of time. Total pause duration (any) Total duration that this agent has paused. Only those pauses are taken into account that ended during the indicated period of time. These statistics are based on a status change and are only generated when the agent resumes after a pause.
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Total pause duration Total duration that this agent has paused for that particular pause reason. Only those pauses are taken into account that ended during the indicated period of time. These statistics are based on a status change and are only generated when the agent resumes after a pause.
Note: If "multiple pause reasons" have been enabled, there might appear an extra number of lines containing the different pause reasons. Total wrapup duration Total wrap-up time for this agent. Only those wrap-ups are taken into account that ended during the indicated period of time. Number of auto logouts Total number of times that the agent was logged off automatically during the indicated period of time. This happens when he/she does not pick the phone while the contact center is transferring a call to him/her. Minimum ring duration Minimum time it took for this agent to pick up the phone (starting when the phone is ringing). Only the calls that were connected during the indicated period of time are considered. Maximum ring duration Maximum time it took for this agent to pick up the phone (starting when the phone is ringing). Only the calls that were connected during the indicated period of time are considered. Total ring duration Total time it took for this agent to pick up the phone (starting when the phone is ringing). Only the calls that were connected during the indicated period of time are considered. Average ring duration Average time it took for this agent to pick up the phone (starting when the phone is ringing). Only the calls that were connected during the indicated period of time are considered. Minimum idle duration Minimum time an agent is logged on but not handling any contacts and is not in pause. Only the calls that were connected during the indicated period of time are considered. Maximum idle duration Maximum time an agent is logged on but not handling any contacts and is not in pause. Only the calls that were connected during the indicated period of time are considered. II-352
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Average idle duration Average time an agent is logged on but not handling any contacts and is not in pause. Only the calls that were connected during the indicated period of time are considered. Total idle duration Total time an agent is logged on but not handling any contacts and is not in pause. Only the calls that were connected during the indicated period of time are considered.
Calls Incoming contact center calls from internal number Total number of incoming contact center calls from an internal number for this agent. Only the calls that terminated during the indicated period of time are considered. Incoming contact center calls from external number Total number of incoming contact center calls from an external number for this agent. Only the calls that terminated during the indicated period of time are considered. Incoming calls from internal number Total number of incoming calls from an internal number for this agent. Only the calls that terminated during the indicated period of time are considered. Incoming calls from external number Total number of incoming calls from an external number for this agent. Only the calls that terminated during the indicated period of time are considered. Outgoing contact center calls to internal number Total number of outgoing contact center calls to an internal number for this agent. Only the calls that terminated during the indicated period of time are considered. Outgoing contact center calls to external number Total number of outgoing contact center calls to an external number for this agent. Only the calls that terminated during the indicated period of time are considered. Outgoing calls to internal number Total number of outgoing calls from an internal number for this agent. Only the calls that terminated during the indicated period of time are considered. Outgoing calls to external number Total number of outgoing calls from an external number for this agent. Only the calls that terminated during the indicated period of time are considered. Reporting Module
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Number of preview campaign calls intern Total number of outgoing contact center preview campaign calls to an internal number for this agent. Only the calls that terminated during the indicated period of time are considered. Number of preview campaign calls extern Total number of outgoing contact center preview campaign calls to an internal number for this agent. Only the calls that terminated during the indicated period of time are considered. Number of predictive campaign calls intern Total number of outgoing contact center predictive campaign calls to an internal number for this agent. Only the calls that terminated during the indicated period of time are considered. Number of predictive campaign calls extern Total number of outgoing contact center predictive campaign calls to an internal number for this agent. Only the calls that terminated during the indicated period of time are considered. Number of progressive campaign calls intern Total number of outgoing contact center progressive campaign calls to an internal number for this agent. Only the calls that terminated during the indicated period of time are considered. Number of progressive campaign calls extern Total number of outgoing contact center progressive campaign calls to an internal number for this agent. Only the calls that terminated during the indicated period of time are considered. Number of campaign calls Total number of outgoing contact center campaign calls for this agent. Only the calls that terminated during the indicated period of time are considered. Number of calls Total number of calls that terminated during the indicated period of time in which this agent has been involved. Number of calls serviced Total number of calls that terminated during the indicated period of time, and in which this agent had a conversation. Number of calls without code Total number of calls that this agent has serviced, but for which he/she has not selected a contact code (only the calls are taken into account that were concluded during the indicated period of time).
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Total conversation duration Total duration that this agent has been in conversation (only the contact center calls are taken into account for which the agent ended the conversation during the indicated period of time). Average conversation duration Average duration that this agent has been in conversation (only the contact center calls are taken into account for which the agent ended the conversation during the indicated period of time).
E-mails Number of e-mails Total number of e-mails for which the handling terminated during the indicated period of time in which this agent has been involved. Number of e-mails not serviced Average duration that this agent has been handling e-mails (only the contact center e-mails are taken into account for which this agent ended the handling during the indicated period of time). Number of requeued e-mails Number of times an agent requeued an e-mail. Number of OUT e-mails Number of CCOUT e-mails Total e-mail handling duration Total duration that this agent has been handling e-mails (only the contact center e-mails are taken into account for which the agent ended the handling during the indicated period of time). Average e-mail handling duration Average duration that this agent has been handling e-mails (only the contact center e-mails are taken into account for which the agent ended the handling during the indicated period of time).
Faxes Number of faxes Total number of faxes for which the handling terminated during the indicated period of time in which this agent has been involved. Incoming contact center faxes from internal number Total number of incoming contact center faxes from an internal number for this agent. Only the faxes that terminated during the indicated period of time are considered. Reporting Module
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Voxtron Communication Center Incoming contact center faxes from external number Total number of incoming contact center faxes from an external number for this agent. Only the faxes that terminated during the indicated period of time are considered. Incoming faxes from internal number Total number of incoming direct faxes from an internal number for this agent. Only the faxes that terminated during the indicated period of time are considered. Incoming faxes from external number Total number of incoming direct faxes from an external number for this agent. Only the faxes that terminated during the indicated period of time are considered. Outgoing contact center faxes to internal number Total number of outgoing contact center faxes to an internal number for this agent. Only the faxes that terminated during the indicated period of time are considered. Outgoing contact center faxes to external number Total number of outgoing contact center faxes to an external number for this agent. Only the faxes that terminated during the indicated period of time are considered. Outgoing faxes to internal number Total number of outgoing direct faxes to an internal number for this agent. Only the faxes that terminated during the indicated period of time are considered. Outgoing faxes to external number Total number of outgoing direct faxes to an external number for this agent. Only the faxes that terminated during the indicated period of time are considered. Number of faxes not serviced Average duration that this agent has been handling faxes (only the contact center faxes are taken into account for which this agent ended the handling during the indicated period of time). Number of requeued faxes Number of times an agent requeued a fax. Total fax handling duration Total duration that this agent has been handling faxes (only the contact center faxes are taken into account for which the agent ended the handling during the indicated period of time). Average fax handling duration Average duration that this agent has been handling faxes (only the contact center faxes are taken into account for which the agent ended the handling during the indicated period of time). II-356
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Objects Number of objects Total number of objects for which the handling terminated during the indicated period of time in which this agent has been involved. Number of objects not serviced Average duration that this agent has been handling objects (only the contact center objects are taken into account for which this agent ended the handling during the indicated period of time). Number of requeued objects Number of times an agent requeued a object. Total object handling duration Total duration that this agent has been handling faxes (only the contact center faxes are taken into account for which the agent ended the handling during the indicated period of time). Average object handling duration Average duration that this agent has been handling objects (only the contact center objects are taken into account for which the agent ended the handling during the indicated period of time).
Chats Number of chats Total number of webchat contacts that terminated during the indicated period of time in which this agent has been involved. Incoming contact center chats from internal Total number of incoming contact center webchat contacts from an internal number for this agent. Only the webchat contacts that terminated during the indicated period of time are considered. Incoming contact center chats from external Total number of incoming contact center webchat contacts from an external number for this agent. Only the webchat contacts that terminated during the indicated period of time are considered. Outgoing contact center chats to internal Total number of outgoing contact center webchat contacts to an internal number for this agent. Only the webchat contacts that terminated during the indicated period of time are considered. Incoming direct chats from internal Total number of direct webchat contacts from an internal number for this agent. Only the webchat contacts that terminated during the indicated period of time are considered.
Reporting Module
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Outgoing direct chats to internal Total number of outgoing direct webchat contacts to an internal number for this agent. Only the webchat contacts that terminated during the indicated period of time are considered. Number of chats serviced Total number of webchat contacts that terminated during the indicated period of time, and in which this agent had a conversation. Number of chats not serviced Total number of webchat contacts that were interrupted during the indicated period of time before having had a chat session with an agent. Number of requeued chats Number of times an agent requeued a webchat contact. Total chat handling duration Total duration that this agent has been in chat sessions (only the contact center webchat contacts are taken into account for which the agent ended the session during the indicated period of time). Average chat handling duration Average duration that this agent has been in chat sessions (only the contact center webchat contacts are taken into account for which the agent ended the session during the indicated period of time).
Filters in the agent Report If you want to change the filters, you should click the Filter tab (per individual report). Here you can sort on agent or period and indicate the agents and the call types (Filter) to be selected for your report.
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Filters on agents The filters constitute all the agents (also the deleted ones).
Note: If you have the reveal agent feature installed, you will only get to see the real identity of the revealed agents. The non-revealed agents will have a numeric code shown. Refer to Reveal agents on page II-345.
Filters on calls The filters constitute all the call types and by default they are all enabled (so that all calls are used when generating reports). Complete list of Call Types: • Incoming Contact Center calls from internal number
Reporting Module
•
Incoming Contact Center calls from external number
•
Incoming calls from internal number
•
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•
Outgoing Contact Center calls by agent to internal number
•
Outgoing Contact Center calls by agent to external number
•
Outgoing calls to internal number
•
Outgoing calls to external number
•
Preview campaign calls extern
•
Preview campaign calls intern
•
Predictive campaign calls extern
•
Predictive campaign calls intern
•
Progressive campaign calls extern
•
Progressive campaign calls intern
•
Incoming emails
•
Outgoing direct emails
•
Outgoing direct Contact Center emails
•
Outgoing faxes to internal number
•
Outgoing faxes to external number
•
Outgoing Contact Center faxes by agent to internal number
•
Outgoing Contact Center faxes by agent to external number
•
Incoming faxes from internal number
•
Incoming faxes from external number
•
Incoming Contact Center faxes from internal number
•
Incoming Contact Center faxes from external number
•
Outgoing Contact Center webchat contacts to internal
•
Outgoing direct webchat contacts to internal
•
Incoming Contact Center webchat contacts from internal
•
Incoming Contact Center webchat contacts from external
•
Incoming direct webchat contacts from internal
Filters on emails
Filters on faxes
Filters on chats
Filters on teams The filters constitute all the teams (also the deleted ones). II-360
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Scheduling in the Agent Report This is the same for all reports. Refer to Reporting | Skill reports, page II-436.
Profiles in the Agent Report
The profiles shown in the list are all the profiles that belong to the CC91 instance and that can have access to this report.
Note: If the user is allowed to modify the report, he/she will automatically allowed to generate the report (i.e. the Generate check box will be disabled). The user that is defining the report will of course also be in the list and he/she will have all check boxes selected.
Add a report If you want to create a new report, you should click the Add new report button. In this way you can make new agent reports, decide on their names and define the properties.
Campaign Reports View a Period report This is the same for all reports. Refer to Reporting | Skill reports, page II-424.
Reporting Module
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Modify a Period report This is the same for all reports. Refer to Reporting | Skill reports, page II-424.
Note: In the Period report of the campaign reports the Start of the campaign should be filled in. I.e. the period taken into account will be from the start of the campaign until ‘now’. If several campaigns are selected with different start dates, the earliest start date will be taken into account.
View a What report By clicking the Overview button per individual report, you get the following window where you can view the categories (columns) that are displayed in the report
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Reporting Module
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Modify a What report If, however, you want to change the categories (displayed columns), you should click the link (per individual report) and click the What tab page.
Here you can fill in a report name, select a Dialer module instance (if you are allowed to see more than one (which is decided in the Web Center, WEB12 | Users, described on page II-586)) and decide what columns (categories) should be displayed.
Displayed Columns in the Campaign Report Accumulated records (this is in fact the situation at the end of the presentation interval)
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Voxtron Communication Center Total number of records (that were uploaded in the database of the campaign) This is the sum of the accumulated number of reached records plus the accumulated number of failed records plus the accumulated number of ongoing records plus the accumulated number of rescheduled records plus the accumulated number of untouched records. Accumulated number of reached records This is the number of records through which a customer was reached by a call on one of the provided telephone numbers in these records. Accumulated number of failed records This is the number of records through which a customer could not be reached by a call on one of the provided telephone numbers in these records, because the number was either busy, blacklisted or there was no answer (or a combination of these reasons). Accumulated number of untouched records This is the number of campaign records for which no attempt to reach the customer has been made yet. Accumulated number of ongoing records This is the number of records that are going on at the moment. Accumulated number of rescheduled records This is the number of campaign records for which the last attempt was unsuccessful and rules (automatically because of busy, no answer or dynamically blacklisted) or the agent (manually) determine that this record should be tried again at a later date and time. Accumulated number of manually rescheduled records This is the number of campaign records for which the last attempt was unsuccessful and the agent determined that this record should be tried again at a later date and time. Accumulated number of automatically rescheduled records This is the number of campaign records for which the last attempt was unsuccessful and rules (because of busy, no answer or dynamically blacklisted) determined that this record should be tried again at a later date and time.
Records (i.e. spanning over a period in the campaign(s)) Number of reached records This is the number of records through which a customer was reached by a call on one of the provided telephone numbers in these records.
Reporting Module
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Number of failed records This is the number of records through which a customer could not be reached by a call on one of the provided telephone numbers in these records, because the number was either busy, blacklisted or there was no answer (or a combination of these reasons). Number of rescheduled records This is the number of campaign records for which the last attempt was unsuccessful and rules (automatically because of busy, no answer or dynamically blacklisted) or the agent (manually) determine that this record should be tried again at a later date and time. Number of manually rescheduled records This is the number of campaign records for which the last attempt was unsuccessful and the agent determined that this record should be tried again at a later date and time. Number of automatically rescheduled records This is the number of campaign records for which the last attempt was unsuccessful and rules (because of busy, no answer or dynamically blacklisted) determined that this record should be tried again at a later date and time. Number of deleted records This is the number of campaign records that were deleted by the user.
Preview attempts Number of attempts blacklisted Number of times the dialer module checked a number which proved to be a blacklisted number. Number of attempts legal Number of times the dialer module checked a number which proved to be an illegal number (figuring on the legal constraint list). Number of attempts requeued Number of times the dialer module checked a number that was put through to the agent who requeued the call. Number of attempts no action Number of times the dialer module checked a number that was put through to the agent who took no action. Number of attempts reached Number of times the dialer module checked a number that was put through to the agent who reached the customer. Number of attempts manually blacklisted Number of times the dialer module checked a number that was put through to the agent who put the number on the blacklist. II-366
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Number of attempts manually rescheduled Number of times the dialer module checked a number that was put through to the agent who rescheduled the call. Number of attempts invalid Number of times the dialer module checked a number that was put through to the agent who made the call but the number proved to be invalid. Number of attempts busy Number of times the dialer module checked a number that was put through to the agent who made the call but the number proved to be busy. Number of attempts no answer Number of times the dialer module checked a number that was put through to the agent who made the call but there was no answer. Number of attempts fax Number of times the dialer module checked a number that was put through to the agent who made the call but the number proved to be a fax number. Number of attempts voicemail Number of times the dialer module checked a number that was put through to the agent who made the call but had a voicemail. Number of attempts deferred Number of attempts that were deferred by the user. (They are, however, counted as manually rescheduled records) Number of attempts deleted Number of attempts that were deleted by the user.
Predictive attempts Number of attempts blacklisted Number of times the dialer module checked a number which proved to be a blacklisted number. Number of attempts legal Number of times the dialer module checked a number which proved to be an illegal number (figuring on the legal constraint list). Number of attempts lost Number of times the dialer module checked a number that was put through to the agent who lost the call. Number of attempts dropped Number of times the dialer module checked a number that was put through to the agent who dropped the call. Reporting Module
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Number of attempts reached Number of times the dialer module checked a number that was put through to the agent who reached the customer. Number of attempts manually blacklisted Number of times the dialer module checked a number that was put through to the agent who put the number on the blacklist. Number of attempts manually rescheduled Number of times the dialer module checked a number that was put through to the agent who rescheduled the call. Number of attempts invalid Number of times the dialer module checked a number that was put through to the agent who made the call but the number proved to be invalid. Number of attempts busy Number of times the dialer module checked a number that was put through to the agent who made the call but the number proved to be busy. Number of attempts no answer Number of times the dialer module checked a number that was put through to the agent who made the call but there was no answer. Number of attempts fax Number of times the dialer module checked a number that was put through to the agent who made the call but the number proved to be a fax number. Number of attempts voicemail Number of times the dialer module checked a number that was put through to the agent who made the call but had a voicemail.
Progressive attempts Number of attempts blacklisted Number of times the dialer module checked a number which proved to be a blacklisted number. Number of attempts legal Number of times the dialer module checked a number which proved to be an illegal number (figuring on the legal constraint list). Number of attempts reached Number of times the dialer module checked a number that was put through to the agent who reached the customer.
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Number of attempts manually blacklisted Number of times the dialer module checked a number that was put through to the agent who put the number on the blacklist. Number of attempts manually rescheduled Number of times the dialer module checked a number that was put through to the agent who rescheduled the call. Number of attempts invalid Number of times the dialer module checked a number that was put through to the agent who made the call but the number proved to be invalid. Number of attempts busy Number of times the dialer module checked a number that was put through to the agent who made the call but the number proved to be busy. Number of attempts no answer Number of times the dialer module checked a number that was put through to the agent who made the call but there was no answer. Number of attempts fax Number of times the dialer module checked a number that was put through to the agent who made the call but the number proved to be a fax number. Number of attempts voicemail Number of times the dialer module checked a number that was put through to the agent who made the call but had a voicemail.
Filters in the Campaign Report If you want to change the filters, you should click the Filter tab. Here you can sort on contact code or period and indicate the contact codes (Filter) to be selected for your report.
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Filters on Campaigns The filters constitute the list of campaigns and the list of contact centers.
Profiles in the Campaign Report
The profiles shown in the list are all the profiles that belong to the CC91 instance and that can have access to this report.
Note: If the user is allowed to modify the report, he/she will automatically allowed to generate the report (i.e. the Generate check box will be disabled). The user that is defining the report will of course also be in the list and he/she will have all check boxes selected.
Scheduling in the Campaign Report This is the same for all reports. Refer to Reporting | Skill reports, page II436.
Add a report If you want to create a new report, you should click the Add new report button. In this way you can make new contact code reports, decide on their names and define the properties.
Contact code Reports View a Period report This is the same for all reports. Refer to Reporting | Skill reports, page II-424. II-370
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Modify a Period report This is the same for all reports. Refer to Reporting | Skill reports, page II-424.
View a What report By clicking the Overview button per individual report, you get the following window where you can view the categories (columns) that are displayed in the report
Reporting Module
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Modify a What report If, however, you want to change the categories (displayed columns), you should click the link (per individual report) and click the What tab page.
Here you can fill in a report name, select a Contact Center instance and decide what columns (categories) should be displayed.
Displayed Columns in the Contact code Report Calls Number of calls Total number of times that this contact code was selected (only the calls that were concluded during the indicated period of time are considered).
E-mails Number of e-mails Total number of times that this contact code was selected (only the emails that were concluded during the indicated period of time are considered).
Faxes Number of faxes Total number of times that this contact code was selected (only the faxes that were concluded during the indicated period of time are considered).
Chats Number of chats Total number of times that this contact code was selected (only the webchat contacts that were concluded during the indicated period of time are considered).
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Business Objects Number of objects Total number of times that this contact code was selected (only the objects that were concluded during the indicated period of time are considered).
Filters in the Contact code Report If you want to change the filters, you should click the Filter tab. Here you can sort on contact code or period and indicate the contact codes (Filter) to be selected for your report.
Filters on Calls The filters constitute all the valid call types and by default they are enabled (so that all calls are used when generating reports). List of Call Types:
Reporting Module
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Incoming Contact Center calls from internal number
•
Incoming Contact Center calls from external number
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Outgoing Contact Center calls by agent to internal number
•
Outgoing Contact Center calls by agent to external number
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Preview campaign calls intern
•
Predictive campaign calls extern
•
Predictive campaign calls intern
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Progressive campaign calls extern
•
Progressive campaign calls intern
•
Incoming emails
•
Outgoing direct Contact Center emails
•
Incoming Contact Center faxes from internal number
•
Incoming Contact Center faxes from external number
•
Incoming Contact Center webchat contacts from internal
•
Incoming Contact Center webchat contacts from external
•
Outgoing Contact Center webchat contacts to internal
Filters on emails
Filters on Faxes
Filters on Chats
Profiles in the Contact code Report This is the same for all reports (except for Campaign Reports). Refer to Reporting | Agent reports, page II-361.
Scheduling in the Contact code Report This is the same for all reports. Refer to Reporting | Skill reports, page II436.
Add a report If you want to create a new report, you should click the Add new report button. In this way you can make new contact code reports, decide on their names and define the properties.
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Custom reports Custom report definitions
You will get an overview of the already created custom report definiton (crd) files
Note: As a regular "system user" you might have an extra column (next to Name, Version, Description) "Instance name", if you have several contact center instances. A "Superadmin" user automatically gets to see all of the contact center instances in this column.
New By clicking the Add new report defintion button you can browse for a custom report definition (crd) file
Access permissions for custom reports start of on the level of Custom report definitions. At CC91 | Roles | Access Rights, STAT10, Define custom reports you can select the “Manage” check box. If you select a new custom report definition, you will get the following warning window:
Reporting Module
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Delete If you click the “Delete” button and the custom report definition has been assigned to one or more custom report files, you will get a similar warning window informing you that all reports that make use of that particular custom report definition will be deleted.
Reports View a Period report This is the same for all reports. Refer to Reporting | Skill reports, page II-424.
Modify a Period report This is the same for all reports. Refer to Reporting | Skill reports, page II-424.
View a Definition report By selecting the Definition tab page per individual report, you get the following window where you can view the items (columns) that are displayed in the reports.
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Modify a Definition report If, however, you want to change the categories (displayed columns), you should click the Modify button (per individual report). In this way, the Report Properties window will appear where you can perform the desired modifications on the Parameters edit fields after having scrolled for a .crd file in the Definition tab page. Here you can fill in a report name, select a Contact Center instance and select a custom report definition (crd) file from the drop-down list.
Note: Before you can create a custom report you should first create (a) custom report definition(s) by selecting Custom Report Definitions from Reporting | Custom reports | Custom report definitions. Refer to the section Custom Report Definitions on page II342.
Displayed Columns in the Custom Report The columns displayed in the Custom Report correspond with the defined parameters in the .crd file.
Profiles in the Custom Report This is the same for all reports (except for Campaign Reports). Refer to Reporting | Agent reports, page II-361.
Scheduling in the Custom Report This is the same for all reports. Refer to Reporting | Skill reports, page II436.
Add a report If you want to create a new report, you should click the Add new report button. Reporting Module
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Voxtron Communication Center In this way you can make new custom reports, decide on their names and define the properties and the parameters.
ERM Mailbox Reports View a Period report This is the same for all reports. Refer to Reporting | Skill reports, page II-424.
Modify a Period report This is the same for all reports. Refer to Reporting | Skill reports, page II-424.
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View a What report By clicking the Overview button per individual report, you get the following window where you can view the categories (columns) that are displayed in the report.
Modify a What report If, however, you want to change the categories (displayed columns), you should click the link (per individual report) and click the What tab page.
Reporting Module
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Here you can fill in a report name, select a Contact Center instance and decide what columns (categories) should be displayed.
Displayed Columns in the ERM Mailbox Report Counters Threads Number of new email threads started. Calculated by number of emails that arrive in the ‘New’ folder and in the ‘Sent-out’ folder in the specified interval. Received Number of emails received. Calculated by number of emails that arrive in both the ‘New’, ‘Replied’ and ‘RepliedOut’ folder in the specified interval. Sent Number of emails sent. Calculated by number of emails that arrive in both the ‘Sent’, and ‘Sent-out’ folder in the specified interval. Replied Number of replied emails received. Calculated by number of emails that arrive in the ‘Replied’ folder in the specified interval. Replied emails are emails that are received in the ERM and that belong to an already existing email thread. II-380
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Moved Number of moved emails received. Calculated by number of emails are moved from another mailbox into this one. Sent Number of emails sent. Calculated by number of emails that arrive in the ‘Sent’ folder. Handled Number of emails sent. Calculated by number of emails that arrive in the ‘Handled’ folder. Awaiting approval Number of emails to be approved. Calculated by number of emails that arrive in the ‘Awaiting Approval’ folder. Merged Number of emails merged. Calculated by number of emails that are merged into another thread.
Averages Download duration Average duration of a download from an email from the corporate mailservers. Unassigned duration Average unassigned time of all emails, i.e. the average time that an email was in the Unassigned folder. Waiting duration Average waiting time of an email, i.e. the average time that an email was in the waiting folder. Busy duration Average busy time of an email, i.e. the average time that an email was in the busy folder. On hold duration Average OnHold time of an email, i.e. the average time that an email was in the onhold folder. Approval duration Average approval time of an email, i.e. the average time that an email was in the AwaitingApproval folder. Time till moved Time from when the email was first received in this ERM mailbox till it was moved to another mailbox.
Reporting Module
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Time till busy Time from when the email was first received in this ERM mailbox till it reached the ‘Busy’ state. Time till handled Time from when the email was first received in this ERM mailbox till it reached the ‘Handled’ state. Time till deleted Time from when the email was first received in this ERM mailbox till it reached the ‘Deleted’ state. Time till spammed Time from when the email was first received in this ERM mailbox till it reached the ‘Spam’ state. Time till merged Time from when the email was first received in this ERM mailbox till it reached the ‘Merged’ state.
Volumes Unassigned Sum of all the email Unassigned time in this statistics interval. Waiting Sum of all the email Waiting time in this statistics interval. Busy Sum of all the email Busy time in this statistics interval. On hold Sum of all the email OnHold time in this statistics interval. Approval Sum of all the email AwaitingApproval time in this statistics interval.
Filters in the ERM Mailbox Report If you want to change the filters, you should click the Filter tab (per individual report). Here you can sort on ERM mailbox or period and indicate the Filters. I.e. the Mailbox (that the mail belongs to) and the Service address (the To address the mail was sent to.
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Scheduling in the ERM Mailbox Report This is the same for all reports. Refer to Reporting | Skill reports, page II436.
Profiles in the ERM Mailbox Report This is the same for all reports (except for Campaign Reports). Refer to Reporting | Agent reports, page II-361.
Add a report If you want to create a new report, you should click the Add new report button. In this way you can make new general reports, decide on their names and define the properties.
General Reports View a Period report This is the same for all reports. Refer to Reporting | Skill reports, page II-424.
Modify a Period report This is the same for all reports. Refer to Reporting | Skill reports, page II-424.
Reporting Module
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View a What report By clicking the Overview button per individual report, you get the following window where you can view the categories (columns) that are displayed in the report.
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Modify a What report If, however, you want to change the categories (displayed columns), you should click the link (per individual report) and click the What tab page.
Reporting Module
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Here you can fill in a report name, select a Contact Center instance and decide what columns (categories) should be displayed.
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Displayed Columns in the General Report Calls Number of calls Total number of calls that terminated during the indicated period of time. Incoming contact center calls from internal number Total number of incoming contact center calls from an internal number. Only the calls that terminated during the indicated period of time are considered. Incoming contact center calls from external number Total number of incoming contact center calls from an external number. Only the calls that terminated during the indicated period of time are considered. Incoming calls from internal number Total number of incoming calls from an internal number. Only the calls that terminated during the indicated period of time are considered. Incoming calls from external number Total number of incoming calls from an external number. Only the calls that terminated during the indicated period of time are considered. Outgoing contact center calls to internal number Total number of outgoing contact center calls to an internal number. Only the calls that terminated during the indicated period of time are considered. Outgoing contact center calls to external number Total number of outgoing contact center calls to an external number. Only the calls that terminated during the indicated period of time are considered. Outgoing calls to internal number Total number of outgoing calls from an internal number. Only the calls that terminated during the indicated period of time are considered. Outgoing calls to external number Total number of outgoing calls from an external number. Only the calls that terminated during the indicated period of time are considered. Number of preview campaign calls intern Total number of outgoing contact center preview campaign calls to an internal number. Only the calls that terminated during the indicated period of time are considered.
Reporting Module
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Number of preview campaign calls extern Total number of outgoing contact center preview campaign calls to an external number. Only the calls that terminated during the indicated period of time are considered. Number of predictive campaign calls intern Total number of outgoing contact center predictive campaign calls to an internal number. Only the calls that terminated during the indicated period of time are considered. Number of predictive campaign calls extern Total number of outgoing contact center predictive campaign calls to an external number. Only the calls that terminated during the indicated period of time are considered. Number of progressive campaign calls intern Total number of outgoing contact center progressive campaign calls to an internal number. Only the calls that terminated during the indicated period of time are considered. Number of progressive campaign calls extern Total number of outgoing contact center progressive campaign calls to an external number. Only the calls that terminated during the indicated period of time are considered. Number of campaign calls Total number of outgoing contact center campaign calls. Only the calls that terminated during the indicated period of time are considered. Number of calls in waiting Total number of calls that are waiting for an agent. Only the calls that were terminated during the indicated period of time are considered. Number of calls lost Total number of calls that hung up during the indicated period of time before having a conversation with an agent. Number of short calls Total number of calls that are shorter than seconds. can be defined in IVR71 | Plug-Ins | VoxIVR2CC91 | Call | MinimumLengthOfValidCall. Refer to page II-271. Number of calls serviced Total number of calls that were effectively transferred to an agent. Only the calls that terminated during the indicated period of time are considered. Percentage serviced calls Percentage of calls that were effectively transferred to an agent. Only the calls that terminated during the indicated period of time are considered. II-388
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Average conversation duration Average time duration that the caller was in conversation with one or more agents, for all calls that terminated during the indicated period of time. Average waiting duration Average time duration that the caller had to wait to be transferred to an agent, for all calls for which initially no appropriate agent was available. Only the calls that finally were successfully transferred to an agent and terminated during the indicated period of time are considered. Maximum waiting duration Maximum time duration that a caller had to wait to be transferred to an agent, for all calls for which initially no appropriate agent was available and terminated during the indicated period of time. Minimum waiting hang-up duration Minimum time duration that a caller had to wait to be transferred to an agent and hung up before being transferred to an agent. Only the calls that ended (hung up) during the indicated period of time are considered. Maximum waiting hang-up duration Maximum time duration that a caller had to wait to be transferred to an agent and hung up before being transferred to an agent. Only the calls that ended (hung up) during the indicated period of time are considered. Average waiting hang-up duration Average time duration that a caller had to wait to be transferred to an agent and hung up before being transferred to an agent. Only the calls that ended (hung up) during the indicated period of time are considered.
E-mails Number of e-mails Total number of e-mails for which the handling terminated during the indicated period of time. Number of e-mails not serviced Total number of e-mails that were deleted during the indicated period of time before being handled by an agent. Number of requeued e-mails Number of times an agent requeued an e-mail. Number of handled e-mails Total number of e-mails that were effectively transferred to an agent. Only the e-mails for which the handling terminated during the indicated period of time are considered. Reporting Module
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Number of OUT e-mails Number of CCOUT e-mails Percentage handled e-mails Percentage of e-mails that were effectively transferred to an agent. Only the e-mails for which the handling terminated during the indicated period of time are considered. Average e-mail handling duration Average time duration that an e-mail was being handled by one or more agents, for all e-mails that terminated during the indicated period of time. Average waiting duration Average time duration that an e-mail had to wait to be transferred to an agent, for all e-mails for which initially no appropriate agent was available. Only the e-mails that finally were successfully transferred to an agent and for which the handling terminated during the indicated period of time are considered. Maximum waiting duration Maximum time duration that an e-mail had to wait to be transferred to an agent, for all e-mails for which initially no appropriate agent was available and for which the handling terminated during the indicated period of time.
Faxes Number of faxes Total number of faxes for which the handling terminated during the indicated period of time. Incoming contact center faxes from internal number Total number of incoming contact center faxes from an internal number. Only the faxes that terminated during the indicated period of time are considered. Incoming contact center faxes from external number Total number of incoming contact center faxes from an external number. Only the faxes that terminated during the indicated period of time are considered. Incoming faxes from internal number Total number of incoming direct faxes from an internal number. Only the faxes that terminated during the indicated period of time are considered.
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Incoming faxes from external number Total number of incoming direct faxes from an external number. Only the faxes that terminated during the indicated period of time are considered. Outgoing contact center faxes to internal number Total number of outgoing contact center faxes to an internal number. Only the faxes that terminated during the indicated period of time are considered. Outgoing contact center faxes to external number Total number of outgoing contact center faxes to an external number. Only the faxes that terminated during the indicated period of time are considered. Outgoing faxes to internal number Total number of outgoing faxes from an internal number. Only the faxes that terminated during the indicated period of time are considered. Outgoing faxes to external number Total number of outgoing faxes from an external number. Only the faxes that terminated during the indicated period of time are considered. Number of faxes not serviced Total number of faxes that were deleted during the indicated period of time before being handled by an agent. Number of requeued faxes Number of times an agent requeued a fax. Number of handled faxes Total number of faxes that were effectively transferred to an agent. Only the faxes for which the handling terminated during the indicated period of time are considered. Percentage handled faxes Percentage of faxes that were effectively transferred to an agent. Only the faxes for which the handling terminated during the indicated period of time are considered. Average fax handling duration Average time duration that a fax was being handled by one or more agents, for all faxes that terminated during the indicated period of time. Average fax waiting duration Average time duration that a fax had to wait to be transferred to an agent, for all faxes for which initially no appropriate agent was available. Only the faxes that finally were successfully transferred to an Reporting Module
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Voxtron Communication Center agent and for which the handling terminated during the indicated period of time are considered. Maximum fax waiting duration Maximum time duration that a fax had to wait to be transferred to an agent, for all faxes for which initially no appropriate agent was available and for which the handling terminated during the indicated period of time.
Objects Number of objects Total number of objects for which the handling terminated during the indicated period of time. Number of objects not serviced Total number of objects that were deleted during the indicated period of time before being handled by an agent. Number of requeued objects Number of times an agent requeued an object. Number of handled objects Total number of objects that were effectively transferred to an agent. Only the objects for which the handling terminated during the indicated period of time are considered. Percentage handled objects Percentage of objects that were effectively transferred to an agent. Only the objects for which the handling terminated during the indicated period of time are considered. Average object handling duration Average time duration that an object was being handled by one or more agents, for all objects that terminated during the indicated period of time. Average object waiting duration Average time duration that an object had to wait to be transferred to an agent, for all objects for which initially no appropriate agent was available. Only the objects that finally were successfully transferred to an agent and for which the handling terminated during the indicated period of time are considered. Maximum object waiting duration Maximum time duration that an object had to wait to be transferred to an agent, for all objects for which initially no appropriate agent was available and for which the handling terminated during the indicated period of time.
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Webchat contacts Number of chats Total number of webchat contacts for which the handling terminated during the indicated period of time. Incoming contact center chats from internal Total number of incoming contact center webchat contacts from internal. Only the webchat contacts that terminated during the indicated period of time are considered. Incoming contact center chats from external Total number of incoming contact center webchat contacts from external. Only the webchat contacts that terminated during the indicated period of time are considered. Outgoing contact center chats to internal Total number of outgoing contact center webchat contacts to an internal number. Only the webchat contacts that terminated during the indicated period of time are considered. Incoming direct chats from internal Total number of direct webchat contacts from internal. Only the webchat contacts that terminated during the indicated period of time are considered. Outgoing direct chats to internal Total number of outgoing direct webchat contacts to internal. Only the webchat contacts that terminated during the indicated period of time are considered. Number of chats waiting Total number of webchat contacts that are waiting for an agent. Only the webchat contacts that were terminated during the indicated period of time are considered. Number of chats not serviced Total number of webchat contacts that were interrupted during the indicated period of time before having had a conversation with an agent. Number of requeued webchat contacts Number of times a webchat contact has been requeued. Number of chats serviced Total number of webchat contacts that were effectively transferred to an agent. Only the webchat contacts that terminated during the indicated period of time are considered.
Reporting Module
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Number of handled chats Percentageof webchat contacts that were effectively transferred to an agent. Only the webchat contacts that terminated during the indicated period of time are considered. Average chat handling duration Average time duration that the webchat contact was in session with one or more agents. Only the webchat contacts that terminated during the indicated period of time are considered. Average chat waiting duration Average time duration that the webchat contact had to wait to be transferred to an agent, for all webchat contacts for which initially no appropriate agent was available. Only the webchat contacts that finally were successfully transferred to an agent and terminated during the indicated period of time are considered. Maximum chat waiting duration Maximum time duration that a webchat contact had to wait to be transferred to an agent, for all webchat contacts for which initially no appropriate agent was available. Only the webchat contacts that terminated during the indicated period of time are considered. Minimum chat waiting hang-up duration Minimum time duration that a webchat contact had to wait to be transferred to an agent, for all webchat contacts that were interrupted/aborted before being transferred to an agent. Only the webchat contacts that ended during the indicated period of time are considered. Maximum chat waiting hang-up duration Maximum time duration that a webchat contact had to wait to be transferred to an agent, for all webchat contacts that were interrupted/aborted before being transferred to an agent. Only the webchat contacts that ended during the indicated period of time are considered. Average chat waiting hang-up duration Average time duration that a webchat contact had to wait to be transferred to an agent, for all webchat contacts that were interrupted/aborted before being transferred to an agent. Only the webchat contacts that ended during the indicated period of time are considered.
Filters in the General Report If you want to change the filters, you should click the Filter tab (per individual report). Here you can sort on contact code or period and indicate the contact codes (Filter) to be selected for your report. II-394
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Filters on Calls The filters constitute all the call types and by default they are all enabled (so that all calls are used when generating reports). Complete list of Call Types: • Outgoing Contact Center calls by agent to internal number
Reporting Module
•
Outgoing Contact Center calls by agent to external number
•
Outgoing calls to internal number
•
Outgoing calls to external number
•
Incoming Contact Center calls from internal number
•
Incoming Contact Center calls from external number
•
Incoming calls from internal number
•
Incoming calls from external number
•
Preview campaign calls extern
•
Preview campaign calls intern
•
Predictive campaign calls extern
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Predictive campaign calls intern
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Progressive campaign calls extern
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Filters on Emails •
Incoming emails
•
Outgoing direct emails
•
Outgoing direct Contact Center emails
•
Outgoing faxes to internal number
•
Outgoing faxes to external number
•
Outgoing Contact Center faxes by agent to internal number
•
Outgoing Contact Center faxes by agent to external number
Filters on Faxes
•
Incoming faxes from internal number
•
Incoming faxes from external number
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Incoming Contact Center faxes from internal number
•
Incoming Contact Center faxes from external number
•
Outgoing Contact Center chats to internal
•
Outgoing direct chats to internal
Filters on Chats
•
Incoming Contact Center chats from internal
•
Incoming Contact Center chats from external
•
Incoming direct chats from internal
Profiles in the General Report This is the same for all reports (except for Campaign Reports). Refer to Reporting | Agent reports, page II-361.
Scheduling in the General Report This is the same for all reports. Refer to Reporting | Skill reports, page II-436.
Add a report If you want to create a new report, you should click the Add new report button. In this way you can make new general reports, decide on their names and define the properties.
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IVR Call Reports View a Period report This is the same for all reports. Refer to Reporting | Skill reports, page II-424.
Modify a Period report This is the same for all reports. Refer to Reporting | Skill reports, page II-424.
View a What report By clicking the Overview button per individual report, you get the following window where you can view the categories (columns) that are displayed in the report.
Reporting Module
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Modify a What report If, however, you want to change the categories (displayed columns), you should click the link (per individual report) and click the What tab page.
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Displayed Columns in the IVR Call Report Counters Successful calls and faxes Number of calls and/or faxes that were received by or initiated from the IVR. Successful incoming calls and faxes Number of incoming calls and/or faxes that were received by the IVR. Successful outgoing calls and faxes Number of outgoing calls and/or faxes that were initiated from the IVR. Successful calls Number of calls that were received by or initiated from the IVR. Successful incoming calls Number of incoming calls that were received by the IVR. Successful outgoing calls Number of outgoing calls that were initiated from the IVR. Successful faxes Number of faxes that were received by or initiated from the IVR. Successful incoming faxes Number of incoming faxes that were received by the IVR. Successful outgoing faxes Number of outgoing faxes that were initiated from the IVR. Unsuccessful calls Number of calls that were started but not successfully completed. Unsuccessful incoming calls Number of incoming calls that were started but not successfully completed. Unsuccessful outgoing calls Number of outgoing calls that were started but not successfully completed. Failed line reservations Number of times the IVR tries to reserve a line for an outgoing call or fax, but all IVR lines are occupied.
Reporting Module
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Averages Call duration Average duration of successful calls on the IVR. Please remember that when a call is transferred to an agent, the call might end at the IVR but can continue on the PBX in the context of a contact. Incoming call duration Average duration of incoming, successful calls on the IVR. Please remember that when a call is transferred to an agent, the call might end at the IVR but can continue on the PBX in the context of a contact. Outgoing call duration Average duration of outgoing, successful calls on the IVR. Please remember that when a call is transferred to an agent, the call might end at the IVR but can continue on the PBX in the context of a contact. Fax duration Average duration of successful faxes on the IVR. The complete duration of the call between ‘start call’ and ‘end call’ will be counted, not from the moment of detection of the fax tone. Incoming fax duration Average duration of incoming, successful faxes on the IVR. Outgoing fax duration Average duration of outgoing, successful faxes on the IVR.
Sampled averages Lines in use Number of simultaneous lines at the IVR that are not in the ‘Line Free’ state. Incoming lines in use Number of simultaneous lines at the IVR that are not in the ‘Line Free’ state, and that are used for incoming calls or faxes. Outgoing lines in use Number of simultaneous lines at the IVR that are not in the ‘Line Free’ state, and that are used for outgoing calls or faxes.
Volumes Line usage Sum of line usage in the specified interval. This value is expressed in seconds, and can be used to calculate Erlang = LineUsageVolume/interval Line Occupancy = LineUsageVolume/(interval * #IVR-lines).
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Incoming line usage Sum of line usage in the specified interval for lines used for Incoming calls or faxes. Outgoing line usage Sum of line usage in the specified interval for lines used for outgoing calls or faxes.
Filters in the IVR Call Report If you want to change the filters, you should click the Filter tab (per individual report).
Filters on IVRs The filters constitute all the possible IVRs and you can sort by period or on IVR call.
Scheduling in the IVR Call Report This is the same for all reports. Refer to Reporting | Skill reports, page II-436.
Add a report If you want to create a new report, you should click the Add new report button. In this way you can make new login reports, decide on their names and define the properties.
Reporting Module
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Login Reports View a Period report This is the same for all reports. Refer to Reporting | Skill reports, page II-424.
Modify a Period report This is the same for all reports. Refer to Reporting | Skill reports, page II-424.
View a What report By clicking the Overview button per individual report, you get the following window where you can view the categories (columns) that are displayed in the report.
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Modify a What report If, however, you want to change the categories (displayed columns), you should click the link (per individual report) and click the What tab page.
Reporting Module
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Here you can fill in a report name, select a Contact Center instance and decide what columns (categories) should be displayed.
Displayed Columns in the Login Report agent activity Average number of agents login Average number of agents that were logged on during the indicated period of time. Minimum number of agents login Minimum number of agents that were logged on during the indicated period of time. Maximum number of agents login Maximum number of agents that were logged on during the indicated period of time.
Calls Average number of agents login (Inbound calls) Average number of agents that were logged on for inbound calls during the indicated period of time.
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Minimum number of agents login (Inbound calls) Minimum number of agents that were logged on for inbound calls during the indicated period of time. Maximum number of agents login (Inbound calls) Maximum number of agents that were logged on for inbound calls during the indicated period of time. Average number of agents login (Outbound calls) Average number of agents that were logged on for outbound calls during the indicated period of time. Minimum number of agents login (Outbound calls) Minimum number of agents that were logged on for outbound calls during the indicated period of time. Maximum number of agents login (Outbound calls) Maximum number of agents that were logged on for outbound calls during the indicated period of time.
E-mails Average number of agents login (E-mails) Average number of agents that were logged on for e-mails during the indicated period of time. Minimum number of agents login (E-mails) Minimum number of agents that were logged on for e-mails during the indicated period of time. Maximum number of agents login (E-mails) Maximum number of agents that were logged on for e-mails during the indicated period of time.
Faxes Average number of agents login (faxes) Average number of agents that were logged on for faxes during the indicated period of time. Minimum number of agents login (faxes) Minimum number of agents that were logged on for faxes during the indicated period of time. Maximum number of agents login (faxes) Maximum number of agents that were logged on for faxes during the indicated period of time. Reporting Module
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Objects Average number of agents login (objects) Average number of agents that were logged on for objects during the indicated period of time. Minimum number of agents login (objects) Minimum number of agents that were logged on for objects during the indicated period of time. Maximum number of agents login (objects) Maximum number of agents that were logged on for objects during the indicated period of time.
Webchat Average number of agents login (chats) Average number of agents that were logged on for webchat during the indicated period of time. Minimum number of agents login (chats) Minimum number of agents that were logged on for webchat during the indicated period of time. Maximum number of agents login (chats) Maximum number of agents that were logged on for webchat during the indicated period of time.
Filters in the Login Report If you want to change the filters, you should click the Filter tab (per individual report).
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Filters on Queues The filters constitute all the queues for the previously selected contact center instance.
Profiles in the Login Report This is the same for all reports (except for Campaign Reports). Refer to Reporting | Agent reports, page II-361.
Scheduling in the Login Report This is the same for all reports. Refer to Reporting | Skill reports, page II436.
Add a report If you want to create a new report, you should click the Add new report button. In this way you can make new login reports, decide on their names and define the properties.
Queue Reports View a Period report This is the same for all reports. Refer to Reporting | Skill reports, page II-424.
Modify a Period report This is the same for all reports. Refer to Reporting | Skill reports, page II-424.
View a What report By clicking the Overview button per individual report, you get the following window where you can view the categories (columns) that are displayed in the report.
Reporting Module
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Modify a What report If, however, you want to change the categories (displayed columns), you should click the link (per individual report) and click the What tab page.
Reporting Module
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Here you can fill in a report name and decide what columns (categories) should be displayed.
Reporting Module
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Voxtron Communication Center
Displayed Columns in the Queue Report Agent Activity Total logon duration (any) Total duration that this agent was logged on with any contact type selected. This column will only show a value if the user logged off during the indicated period of time. These statistics are based on a status change and are only generated when the agent logs off. Total logon duration (Inbound) Total duration that this agent was logged on with inbound contact type selected. This column will only show a value if the user logged off during the indicated period of time. These statistics are based on a status change and are only generated when the agent logs off. Total logon duration (Outbound) Total duration that this agent was logged on with outbound contact type selected. This column will only show a value if the user logged off during the indicated period of time. These statistics are based on a status change and are only generated when the agent logs off. Total logon duration (Email) Total duration that this agent was logged on with e-mail contact type selected. This column will only show a value if the user logged off during the indicated period of time. These statistics are based on a status change and are only generated when the agent logs off. Total logon duration (Fax) Total duration that this agent was logged on with any fax contact type selected. This column will only show a value if the user logged off during the indicated period of time. These statistics are based on a status change and are only generated when the agent logs off. Total logon duration (Webchat contacts) Total duration that this agent was logged on with webchat contact type selected. This column will only show a value if the user logged off during the indicated period of time. These statistics are based on a status change and are only generated when the agent logs off. Total logon duration (Objects) Total duration that this agent was logged on with business object contact type selected. This column will only show a value if the user logged off during the indicated period of time. These statistics are based on a status change and are only generated when the agent logs off. II-412
Modules
Voxtron Communication Center
Total wrapup duration Total wrap-up time for this agent. Only those wrap-ups are taken into account that ended during the indicated period of time. Minimum ring duration Minimum time it took for this agent to pick up the phone (starting when the phone is ringing). Only the calls that were connected during the indicated period of time are considered. Maximum ring duration Maximum time it took for this agent to pick up the phone (starting when the phone is ringing). Only the calls that were connected during the indicated period of time are considered. Total ring duration Total time it took for this agent to pick up the phone (starting when the phone is ringing). Only the calls that were connected during the indicated period of time are considered. Average ring duration Average time it took for this agent to pick up the phone (starting when the phone is ringing). Only the calls that were connected during the indicated period of time are considered.
Calls Number of calls Total number of calls that terminated during the indicated period of time. Incoming contact center calls from internal number Total number of incoming contact center calls from an internal number. Only the calls that terminated during the indicated period of time are considered. Incoming contact center calls from external number Total number of incoming contact center calls from an external number. Only the calls that terminated during the indicated period of time are considered. Incoming calls from internal number Total number of incoming calls from an internal number. Only the calls that terminated during the indicated period of time are considered. Incoming calls from external number Total number of incoming calls from an external number. Only the calls that terminated during the indicated period of time are considered.
Reporting Module
II-413
Voxtron Communication Center Outgoing contact center calls to internal number Total number of outgoing contact center calls to an internal number. Only the calls that terminated during the indicated period of time are considered. Outgoing contact center calls to external number Total number of outgoing contact center calls to an external number. Only the calls that terminated during the indicated period of time are considered. Outgoing calls to internal number Total number of outgoing calls from an internal number. Only the calls that terminated during the indicated period of time are considered. Outgoing calls to external number Total number of outgoing calls from an external number. Only the calls that terminated during the indicated period of time are considered. Number of preview campaign calls intern Total number of outgoing contact center preview campaign calls to an internal number for this queue. Only the calls that terminated during the indicated period of time are considered. Number of preview campaign calls extern Total number of outgoing contact center preview campaign calls to an external number for this queue. Only the calls that terminated during the indicated period of time are considered. Number of predictive campaign calls intern Total number of outgoing contact center predictive campaign calls to an internal number for this queue. Only the calls that terminated during the indicated period of time are considered. Number of predictive campaign calls extern Total number of outgoing contact center predictive campaign calls to an external number for this queue. Only the calls that terminated during the indicated period of time are considered. Number of progressive campaign calls intern Total number of outgoing contact center progressive campaign calls to an internal number for this queue. Only the calls that terminated during the indicated period of time are considered. Number of progressive campaign calls extern Total number of outgoing contact center progressive campaign calls to an external number for this queue. Only the calls that terminated during the indicated period of time are considered.
II-414
Modules
Voxtron Communication Center Number of campaign calls Total number of outgoing contact center campaign calls for this queue. Only the calls that terminated during the indicated period of time are considered. Number of calls in waiting Total number of calls that are waiting for an agent. Only the calls that were terminated during the indicated period of time are considered. Number of calls lost Total number of calls that hung up during the indicated period of time before having a conversation with an agent. Number of short calls Total number of calls that are shorter than seconds. can be defined in IVR71 | Plug-Ins | VoxIVR2CC91 | Call | MinimumLengthOfValidCall. Refer to page II-271. Number of calls serviced Total number of calls that were effectively transferred to an agent. Only the calls that terminated during the indicated period of time are considered. Percentage serviced calls Percentage of calls that were effectively transferred to an agent. Only the calls that terminated during the indicated period of time are considered. Average conversation duration Average time duration that the caller was in conversation with one or more agents, for all calls that terminated during the indicated period of time. Average waiting duration Average time duration that the caller had to wait to be transferred to an agent, for all calls for which initially no appropriate agent was available. Only the calls that finally were successfully transferred to an agent and terminated during the indicated period of time are considered. Maximum waiting duration Maximum time duration that a caller had to wait to be transferred to an agent, for all calls for which initially no appropriate agent was available and terminated during the indicated period of time. Minimum waiting hang-up duration Minimum time duration that a caller had to wait to be transferred to an agent and hung up before being transferred to an agent. Only the calls that ended (hung up) during the indicated period of time are considered.
Reporting Module
II-415
Voxtron Communication Center
Maximum waiting hang-up duration Maximum time duration that a caller had to wait to be transferred to an agent and hung up before being transferred to an agent. Only the calls that ended (hung up) during the indicated period of time are considered. Average waiting hang-up duration Average time duration that a caller had to wait to be transferred to an agent and hung up before being transferred to an agent. Only the calls that ended (hung up) during the indicated period of time are considered.
E-mails Number of e-mails Total number of e-mails for which the handling terminated during the indicated period of time. Number of e-mails not serviced Total number of e-mails that were deleted during the indicated period of time before being handled by an agent. Number of requeued e-mails Number of times an agent requeued an e-mail. Number of handled e-mails Total number of e-mails that were effectively transferred to an agent. Only the e-mails for which the handling terminated during the indicated period of time are considered. Percentage handled e-mails Percentage of e-mails that were effectively transferred to an agent. Only the e-mails for which the handling terminated during the indicated period of time are considered. Average e-mail handling duration Average time duration that an e-mail was being handled by one or more agents, for all e-mails that terminated during the indicated period of time. Average waiting duration Average time duration that an e-mail had to wait to be transferred to an agent, for all e-mails for which initially no appropriate agent was available. Only the e-mails that finally were successfully transferred to an agent and for which the handling terminated during the indicated period of time are considered. Maximum waiting duration Maximum time duration that an e-mail had to wait to be transferred to an agent, for all e-mails for which initially no appropriate agent was
II-416
Modules
Voxtron Communication Center available and for which the handling terminated during the indicated period of time.
Faxes Number of faxes Total number of faxes for which the handling terminated during the indicated period of time. Incoming contact center faxes from internal number Total number of incoming contact center faxes from an internal number. Only the faxes that terminated during the indicated period of time are considered. Incoming contact center faxes from external number Total number of incoming contact center faxes from an external number. Only the faxes that terminated during the indicated period of time are considered. Incoming faxes from internal number Total number of incoming direct faxes from an internal number. Only the faxes that terminated during the indicated period of time are considered. Incoming faxes from external number Total number of incoming direct faxes from an external number. Only the faxes that terminated during the indicated period of time are considered. Outgoing contact center faxes to internal number Total number of outgoing contact center faxes to an internal number. Only the faxes that terminated during the indicated period of time are considered. Outgoing contact center faxes to external number Total number of outgoing contact center faxes to an external number. Only the faxes that terminated during the indicated period of time are considered. Outgoing faxes to internal number Total number of outgoing faxes from an internal number. Only the faxes that terminated during the indicated period of time are considered. Outgoing faxes to external number Total number of outgoing faxes from an external number. Only the faxes that terminated during the indicated period of time are considered. Number of faxes not serviced Total number of faxes that were deleted during the indicated period of time before being handled by an agent. Reporting Module
II-417
Voxtron Communication Center
Number of requeued faxes Number of times an agent requeued a fax. Number of handled faxes Total number of faxes that were effectively transferred to an agent. Only the faxes for which the handling terminated during the indicated period of time are considered. Percentage handled faxes Percentage of faxes that were effectively transferred to an agent. Only the faxes for which the handling terminated during the indicated period of time are considered. Average fax handling duration Average time duration that a fax was being handled by one or more agents, for all faxes that terminated during the indicated period of time. Average fax waiting duration Average time duration that a fax had to wait to be transferred to an agent, for all faxes for which initially no appropriate agent was available. Only the faxes that finally were successfully transferred to an agent and for which the handling terminated during the indicated period of time are considered. Maximum fax waiting duration Maximum time duration that a fax had to wait to be transferred to an agent, for all faxes for which initially no appropriate agent was available and for which the handling terminated during the indicated period of time.
Webchat contacts Number of chats Total number of webchat contacts for which the handling terminated during the indicated period of time. Incoming contact center chats from internal Total number of incoming contact center webchat contacts from internal. Only the webchat contacts that terminated during the indicated period of time are considered. Incoming contact center chats from external Total number of incoming contact center webchat contacts from external. Only the webchat contacts that terminated during the indicated period of time are considered. Outgoing contact center chats to internal Total number of outgoing contact center webchat contacts to an internal number. Only the webchat contacts that terminated during the indicated period of time are considered.
II-418
Modules
Voxtron Communication Center Incoming direct chats from internal Total number of direct webchat contacts from internal. Only the webchat contacts that terminated during the indicated period of time are considered. Outgoing direct chats to internal Total number of outgoing direct webchat contacts to internal. Only the webchat contacts that terminated during the indicated period of time are considered. Number of chats waiting Total number of webchat contacts that are waiting for an agent. Only the webchat contacts that were terminated during the indicated period of time are considered. Number of chats not serviced Total number of webchat contacts that were interrupted during the indicated period of time before having had a conversation with an agent. Number of requeued webchat contacts Number of times a webchat contact has been requeued. Number of chats serviced Total number of webchat contacts that were effectively transferred to an agent. Only the webchat contacts that terminated during the indicated period of time are considered. Number of handled chats Percentageof webchat contacts that were effectively transferred to an agent. Only the webchat contacts that terminated during the indicated period of time are considered. Average chat handling duration Average time duration that the webchat contact was in session with one or more agents. Only the webchat contacts that terminated during the indicated period of time are considered. Average chat waiting duration Average time duration that the webchat contact had to wait to be transferred to an agent, for all webchat contacts for which initially no appropriate agent was available. Only the webchat contacts that finally were successfully transferred to an agent and terminated during the indicated period of time are considered. Maximum chat waiting duration Maximum time duration that a webchat contact had to wait to be transferred to an agent, for all webchat contacts for which initially no appropriate agent was available. Only the webchat contacts that terminated during the indicated period of time are considered.
Reporting Module
II-419
Voxtron Communication Center Minimum chat waiting hang-up duration Minimum time duration that a webchat contact had to wait to be transferred to an agent, for all webchat contacts that were interrupted/aborted before being transferred to an agent. Only the webchat contacts that ended during the indicated period of time are considered. Maximum chat waiting hang-up duration Maximum time duration that a webchat contact had to wait to be transferred to an agent, for all webchat contacts that were interrupted/aborted before being transferred to an agent. Only the webchat contacts that ended during the indicated period of time are considered. Average chat waiting hang-up duration Average time duration that a webchat contact had to wait to be transferred to an agent, for all webchat contacts that were interrupted/aborted before being transferred to an agent. Only the webchat contacts that ended during the indicated period of time are considered.
For objects Number of objects Total number of objects for which this skill was selected (in the Filter edit field) and for which the handling terminated during the indicated period of time. Number of objects not serviced Total number of objects for which this skill was selected, but were deleted during the indicated period of time before having been handled by an agent. Number of requeued objects Number of times an agent requeued a object. Number of handled objects Total number of objects for which this skill was selected, and that were effectively transferred to an agent. Only the objects for which the handling terminated during the indicated period of time are considered. Percentage handled objects Percentage of objects for which this skill was selected that were effectively transferred to an agent. Only the objects for which the handling terminated during the indicated period of time are considered. Average object handling duration Average time duration that the object was being handled by one or more agents, for all objects for which this skill was selected. Only the objects for which the handling terminated during the indicated period of time are considered.
II-420
Modules
Voxtron Communication Center Average waiting duration objects Average time duration that an object had to wait to be transferred to an agent, for all objects for which initially no appropriate agent was available. Only the objects that finally were successfully transferred to an agent and for which the handling terminated during the indicated period of time are considered. Maximum object waiting duration Maximum time duration that an object had to wait to be transferred to an agent, for all objects for which initially no appropriate agent was available and for which the handling terminated during the indicated period of time.
Filters in the Queue Report If you want to change the filters, you should click the Filter tab (per individual report). Here you can sort on contact code or period and indicate the contact codes (Filter) to be selected for your report.
Reporting Module
II-421
Voxtron Communication Center
Filters on Calls The filters constitute all the call types and by default they are all enabled (so that all calls are used when generating reports). Complete list of Call Types: • Outgoing Contact Center calls by agent to internal number •
Outgoing Contact Center calls by agent to external number
•
Outgoing calls to internal number
•
Outgoing calls to external number
•
Incoming Contact Center calls from internal number
•
Incoming Contact Center calls from external number
•
Incoming calls from internal number
•
Incoming calls from external number
•
Preview campaign calls extern
•
Preview campaign calls intern
•
Predictive campaign calls extern
•
Predictive campaign calls intern
•
Progressive campaign calls extern
•
Progressive campaign calls intern
•
Outgoing faxes to internal number
•
Outgoing faxes to external number
•
Outgoing Contact Center faxes by agent to internal number
•
Outgoing Contact Center faxes by agent to external number
•
Incoming faxes from internal number
•
Incoming faxes from external number
•
Incoming Contact Center faxes from internal number
•
Incoming Contact Center faxes from external number
Filters on Faxes
Filters on Chats
II-422
•
Outgoing Contact Center chats to internal
•
Outgoing direct chats to internal
•
Incoming Contact Center chats from internal
•
Incoming Contact Center chats from external Modules
Voxtron Communication Center
•
Incoming direct chats from internal
Filters on Queues Name(s) of the queue(s)
Profiles in the Queue Report This is the same for all reports (except for Campaign Reports). Refer to Reporting | Agent reports, page II-361.
Scheduling in the Queue Report This is the same for all reports. Refer to Reporting | Skill reports, page II-436.
Add a report If you want to create a new report, you should click the Add new report button. In this way you can make new general reports, decide on their names and define the properties.
Skill Reports
Reporting Module
II-423
Voxtron Communication Center
View a Period report By clicking the Overview button per individual report, you get the window above where you can view the report period.
Modify a Period report If, however, you want to change the period, you should click the link (per individual report) and click the Period tab page. II-424
Modules
Voxtron Communication Center
Note: As a regular "system user" you might have to select a contact center instance (if there is more than one installed to which you have access) from the Contact Center Instance drop-down list under the "Report name" edit field. A "Superadmin" user automatically gets to see all of the contact center instances in this drop-down list. Period specifies the date period for the statistics. This can be a fixed period from – to a dynamic period: today, this week, this month, this quarter, this year, yesterday, last week, last month, last quarter and last year Time Specifies the time period for the statistics. Interval specifies the interval to generate the statistics. The interval can be: 5 minutes, 10 minutes, 15 minutes, 30 minutes, 1 hour, 1 day, calendar week, month, year, total time span.
View a What report By clicking the Overview button per individual report, you get the following window where you can view the categories (columns) that are displayed in the report (refer to View a Period report, on page II-424).
Reporting Module
II-425
Voxtron Communication Center
Modify a What report If, however, you want to change the categories (displayed columns), you should click the link (per individual report) and click the What tab page.
Here you can fill in a Report name, select a Contact Center instance and decide what columns (categories) should be displayed.
II-426
Modules
Voxtron Communication Center
Displayed Columns in the Skill Report For calls Number of calls Total number of calls for which this skill was selected (in the Filter edit field) and that terminated during the indicated period of time. Incoming contact center calls from internal number Total number of incoming contact center calls from an internal number for which this skill was selected. Only the calls that terminated during the indicated period of time are considered. Incoming contact center calls from external number Total number of incoming contact center calls from an external number for which this skill was selected. Only the calls that terminated during the indicated period of time are considered. Number of preview campaign calls intern Total number of outgoing contact center preview campaign calls to an internal number for which this skill was selected. Only the calls that terminated during the indicated period of time are considered. Number of preview campaign calls extern Total number of outgoing contact center preview campaign calls to an external number for which this skill was selected. Only the calls that terminated during the indicated period of time are considered. Number of predictive campaign calls intern Total number of outgoing contact center predictive campaign calls to an internal number for which this skill was selected. Only the calls that terminated during the indicated period of time are considered. Number of predictive campaign calls extern Total number of outgoing contact center preview campaign calls to an external number for which this skill was selected. Only the calls that terminated during the indicated period of time are considered. Number of progressive campaign calls intern Total number of outgoing contact center progressive campaign calls to an internal number for which this skill was selected. Only the calls that terminated during the indicated period of time are considered. Number of progressive campaign calls extern Total number of outgoing contact center progressive campaign calls to an external number for which this skill was selected. Only the calls that terminated during the indicated period of time are considered.
Reporting Module
II-427
Voxtron Communication Center Number of campaign calls Total number of outgoing contact center campaign calls for which this skill was selected. Only the calls that terminated during the indicated period of time are considered. Number of calls lost Total number of calls for which this skill was selected, but hung up during the indicated period of time before having a conversation with an agent. Number of calls in waiting Total number of calls for which this skill was selected and that are waiting for an agent. Only the calls that were terminated during the indicated period of time are considered. Number of call serviced Total number of calls for which this skill was selected, and that were effectively transferred to an agent. Only the calls that terminated during the indicated period of time are considered. Percentage serviced calls Percentage of calls for which this skill was selected that were effectively transferred to an agent. Only the calls that terminated during the indicated period of time are considered. Average conversation duration Average time duration that the caller was in conversation with one or more agents, for all calls for which this skill was selected. Only the calls that terminated during the indicated period of time are considered. Average waiting duration Average time duration that the caller had to wait to be transferred to an agent, for all calls for which this skill was selected and for which initially no appropriate agent was available. Only the calls that finally were successfully transferred to an agent and terminated during the indicated period of time are considered. Maximum waiting duration Maximum time duration that a caller had to wait to be transferred to an agent, for all calls for which this skill was selected and for which initially no appropriate agent was available. Only the calls that terminated during the indicated period of time are considered. Minimum waiting hang-up duration Minimum time duration that a caller had to wait to be transferred to an agent, for all calls for which this skill was selected, and hung up before being transferred to an agent. Only the calls that ended (hung up) during the indicated period of time are considered. Maximum waiting hang-up duration Maximum time duration that a caller had to wait to be transferred to an agent, for all calls for which this skill was selected, and hung up before II-428
Modules
Voxtron Communication Center being transferred to an agent. Only the calls that ended (hung up) during the indicated period of time are considered. Average waiting hang-up duration Average time duration that a caller had to wait to be transferred to an agent, for all calls for which this skill was selected, and hung up before being transferred to an agent. Only the calls that ended (hung up) during the indicated period of time are considered.
For e-mails Number of e-mails Total number of e-mails for which this skill was selected (in the Filter edit field) and for which the handling terminated during the indicated period of time. Number of e-mails not serviced Total number of e-mails for which this skill was selected, but were deleted during the indicated period of time before having been handled by an agent. Number of handled e-mails Total number of e-mails for which this skill was selected, and that were effectively transferred to an agent. Only the e-mails for which the handling terminated during the indicated period of time are considered. Number of OUT e-mails Number of CCOUT e-mails Percentage handled e-mails Percentage of e-mails for which this skill was selected that were effectively transferred to an agent. Only the e-mails for which the handling terminated during the indicated period of time are considered. Average e-mail handling duration Average time duration that the e-mail was being handled by one or more agents, for all e-mails for which this skill was selected. Only the e-mails for which the handling terminated during the indicated period of time are considered. Average waiting duration Average time duration that the e-mail had to wait to be transferred to an agent, for all e-mails for which this skill was selected and for which initially no appropriate agent was available. Only the e-mails that finally were successfully transferred to an agent and for which the handling terminated during the indicated period of time are considered.
Reporting Module
II-429
Voxtron Communication Center
Maximum waiting duration Maximum time duration that an e-mail had to wait to be transferred to an agent, for all e-mails for which this skill was selected and for which initially no appropriate agent was available. Only the e-mails for which the handling terminated during the indicated period of time are considered.
For faxes Number of faxes Total number of faxes for which this skill was selected (in the Filter edit field) and for which the handling terminated during the indicated period of time. Incoming contact center faxes from internal number Total number of incoming contact center faxes from an internal number for which this skill was selected. Only the faxes that terminated during the indicated period of time are considered. Incoming contact center faxes from external number Total number of incoming contact center faxes from an external number for which this skill was selected. Only the faxes that terminated during the indicated period of time are considered. Number of faxes not serviced Total number of faxes for which this skill was selected, but were deleted during the indicated period of time before having been handled by an agent. Number of handled faxes Total number of faxes for which this skill was selected, and that were effectively transferred to an agent. Only the faxes for which the handling terminated during the indicated period of time are considered. Percentage handled faxes Percentage of faxes for which this skill was selected that were effectively transferred to an agent. Only the faxes for which the handling terminated during the indicated period of time are considered. Average fax handling duration Average time duration that the fax was being handled by one or more agents, for all faxes for which this skill was selected. Only the faxes for which the handling terminated during the indicated period of time are considered. Average fax waiting duration Average time duration that the fax had to wait to be transferred to an agent, for all faxes for which this skill was selected and for which initially no appropriate agent was available. Only the faxes that finally were successfully transferred to an agent and for which the handling terminated during the indicated period of time are considered. II-430
Modules
Voxtron Communication Center
Maximum fax waiting duration Maximum time duration that a fax had to wait to be transferred to an agent, for all faxes for which this skill was selected and for which initially no appropriate agent was available. Only the faxes for which the handling terminated during the indicated period of time are considered.
For objects Number of objects Total number of objects for which this skill was selected (in the Filter edit field) and for which the handling terminated during the indicated period of time. Number of objects not serviced Total number of objects for which this skill was selected, but were deleted during the indicated period of time before having been handled by an agent. Number of handled objects Total number of objects for which this skill was selected, and that were effectively transferred to an agent. Only the objects for which the handling terminated during the indicated period of time are considered. Percentage handled objects Percentage of objects for which this skill was selected that were effectively transferred to an agent. Only the objects for which the handling terminated during the indicated period of time are considered. Average object handling duration Average time duration that the object was being handled by one or more agents, for all objects for which this skill was selected. Only the objects for which the handling terminated during the indicated period of time are considered. Average object waiting duration Average time duration that the object had to wait to be transferred to an agent, for all objects for which this skill was selected and for which initially no appropriate agent was available. Only the objects that finally were successfully transferred to an agent and for which the handling terminated during the indicated period of time are considered. Maximum object waiting duration Maximum time duration that a object had to wait to be transferred to an agent, for all objects for which this skill was selected and for which initially no appropriate agent was available. Only the objects for which the handling terminated during the indicated period of time are considered.
Reporting Module
II-431
Voxtron Communication Center
For chats Number of chats Total number of webchat contacts for which this skill was selected (in the Filter tab) and that terminated during the indicated period of time. Incoming contact center chats contacts from internal Total number of incoming contact center webchat contacts from an internal number for which this skill was selected. Only the webchat contacts that terminated during the indicated period of time are considered . Incoming contact center chats from external Total number of incoming contact center webchat contacts from an external number for which this skill was selected. Only the webchat contacts that terminated during the indicated period of time are considered. Number of chats not serviced Total number of webchat contacts for which this skill was selected, but that were interrupted during the indicated period of time before having a chat session with an agent. Number of chats waiting Total number of webchat contacts for which this skill was selected and that are waiting for an agent. Only the webchat contacts that were terminated during the indicated period of time are considered. Number of chats serviced Total number of webchat contacts for which this skill was selected, and that were effectively transferred to an agent. Only the webchat contacts that terminated during the indicated period of time are considered. Number of handled chats Percentage of webchat contacts for which this skill was selected, and that were effectively transferred to an agent. Only the webchat contacts that terminated during the indicated period of time are considered. Average chat handling duration Average time duration that the webchat contact was in a chat session with one or more agents, for all webchat contacts for which this skill was selected. Only the webchat contacts that terminated during the indicated period of time are considered. Average chat waiting duration Average time duration that the webchat contact had to wait to be transferred to an agent, for all webchat contacts for which this skill was selected and for which initially no appropriate agent was available. Only the webchat contacts that finally were successfully transferred to an agent and terminated during the indicated period of time are considered. II-432
Modules
Voxtron Communication Center Maximum chat waiting duration Maximum time duration that a webchat contact had to wait to be transferred to an agent, for all webchat contacts for which this skill was selected and for which initially no appropriate agent was available. Only the webchat contacts that terminated during the indicated period of time are considered. Average chat waiting hang-up duration Average time duration that a webchat contact had to wait to be transferred to an agent, for all webchat contacts for which this skill was selected, and that were interrupted/aborted before being transferred to an agent. Only the webchat contacts that ended during the indicated period of time are considered. Minimum waiting hang-up duration Minimum time duration that a webchat contact had to wait to be transferred to an agent, for all webchat contacts for which this skill was selected, and that were interrupted/aborted before being transferred to an agent. Only the webchat contacts that ended during the indicated period of time are considered. Maximum waiting hang-up duration Maximum time duration that a webchat contact had to wait to be transferred to an agent, for all webchat contacts for which this skill was selected, and that were interrupted/aborted before being transferred to an agent. Only the webchat contacts that ended during the indicated period of time are considered.
Filters in the Skill Report If you want to change the filters, you should click the Filter tab (per individual report). Here you can sort on skill or period and indicate the skills and the call types (Filters) to be selected for your report.
Reporting Module
II-433
Voxtron Communication Center
Filters on Call Type The filters constitute all the valid call types and by default they are all enabled (so that all calls are used when generating reports). List of Call Types: •
Incoming Contact Center calls from internal number
•
Incoming Contact Center calls from external number
•
Preview campaign calls intern
•
Preview campaign calls extern
•
Predictive campaign calls intern
•
Predictive campaign calls extern
•
Progressive campaign calls intern
•
Progressive campaign calls extern
•
Incoming emails
•
Outgoing direct emails
•
Outgoing direct Contact Center emails
•
Incoming Contact Center faxes from internal number
•
Incoming Contact Center faxes from external number
Filters on Emails
Filters on Faxes
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Modules
Voxtron Communication Center
Filters on Webchat •
Incoming Contact Center webchat contacts from internal
•
Incoming Contact Center webchat contacts from external
Filters on skills The filters constitute all the skills.
Profiles in the Skill Report This is the same for all reports (except for Campaign Reports). Refer to Reporting | Agent reports, page II-361.
Reporting Module
II-435
Voxtron Communication Center
Scheduling in the Skill Report
File name The default file name @[yyyy]@@[m]@@[d]@-@[H]@@[M]@@[S]@@[L]@-@[REPORT_GUID]@ must be further parametrized to make sure the file has a different name each time it is generated. Append parameter You can select one or several parameters from the drop-down list that will be appended to the file name. Parameters must be added using the @[ starting delimiter and the ]@ end delimiter with the parameter name in between. The following table holds a list of available parameters, their descriptions and the actual parameters with delimiters:
II-436
Modules
Voxtron Communication Center
Parameter name
Description
Parameter appended
REPORT_NAME
The name of the report. This avoids typing the name of the report double and makes sure that the filename is update when the report name changes
@[REPORT_NAME]@
REPORT_GUID
The unique ID of the report
@[REPORT_GUID]@
yyyy
The year (as part of the date & time the report generation started), formatted as 4 digits
@[yyyy]@
yy
The year (as part of the date & time the report generation started), formatted as 2 digits
@[yy]@
mm
The month (as part of the date & time the report generation started), formatted as 2 digits (a leading 0 is added if needed)
@[mm]@
m
The month (as part of the date & time the report generation started), formatted as 1 or 2 digits (no leading 0 is added)
@[m]@
dd
The day (as part of the date & time the report generation started), formatted as 2 digits (a leading 0 is added if needed)
@[dd]@
d
The day (as part of the date & time the report generation started), formatted as 1 or 2 digits (no leading 0 is added)
@[d]@
HH
The hour (as part of the date & time the report generation started), formatted as 2 digits (a leading 0 is added if needed)
@[HH]@
H
The hour (as part of the date & time the report generation started), formatted as 1 or 2 digits (no leading 0 is added)
@[H]@
MM
The minutes (as part of the date & time the report generation started), formatted
@[MM]@
Reporting Module
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The minutes (as part of the date & time the report generation started), formatted as 1 or 2 digits (no leading 0 is added)
@[M]@
SS
The seconds (as part of the date & time the report generation started), formatted as 2 digits (a leading 0 is added if needed)
@[SS]@
S
The seconds (as part of the date & time the report generation started), formatted as 1 or 2 digits (no leading 0 is added)
@[S]@
LLL
The milliseconds (as part of the date & time the report generation started), formatted as 3 digits (leading 0’s are added if needed)
@[LLL]@
L
The milliseconds (as part of the date & time the report generation started), formatted as 1 or 2 digits (no leading 0 is added)
@[L]@
File format By selecting the appropriate file type(s) you want, you will define the extension of the generated files (.html, .xls, .csv). At least one file format must be selected.
Action The action you define here (e-mailing the report to the e-mail address entered in the To: edit field and/or having it saved in the directory for which you should enter the path in the Directory: edit filed) will occur automatically at the time you defined in the Schedule field.
Note: In the To: field you can enter several e-mail addresses separated by a semicolon. You can for example decide to have a skill report generated at the beginning of each month, containing data of the previous month and have it sent automatically to a predefined destination and saved II-438
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Voxtron Communication Center on a predefined location, serving for process analysis and improvement purposes. Append parameter You can select one or several parameters from the drop-down list that will be appended to the name of the directory where the scheduled report should be stored. For the list of available parameters, their descriptions and the actual parameters with delimiters, see above.
Schedule You can schedule the time when a skill report should be automatically generated (e-mailed and/or saved) by selecting the appropriate options and check boxes.
Note: The date and time used is the date and time when the generation of the first report starts and not when it ends since this can differ a lot considering that some reports take a long time to generate.
Language You can have your reports drawn in English, or German.
Add a report If you want to create a new report, you should click the Add new report button. In this way you can make new skill reports, decide on their names and define their properties.
Team Reports View a Period report This is the same for all reports. Refer to Reporting | Skill reports, page II-424.
Modify a Period report This is the same for all reports. Refer to Reporting | Skill reports, page II-424. Reporting Module
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View a What report By clicking the Overview button per individual report, you get the following window where you can view the categories (columns) that are displayed in the report.
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Reporting Module
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Note: If "multiple pause reasons" have been enabled in CC91 | Pause reasons (refer to page II-103), an extra number of selectable columns can appear under "agent activity" regarding these pause reasons.
Modify a What report If, however, you want to change the categories (displayed columns), you should click the link (per individual report) and click the What tab page.
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Reporting Module
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Here you can fill in a report name and decide what columns (categories) should be displayed.
Displayed Columns in the Team Report Agent Activity Total logon duration (any) Total duration that this agent was logged on with any contact type selected. This column will only show a value if the user logged off during the indicated period of time. These statistics are based on a status change and are only generated when the agent logs off. Total logon duration (Inbound) Total duration that this agent was logged on with incoming calls selected. This column will only show a value if the user logged off during the indicated period of time. Total logon duration (E-mail) Total duration that this agent was logged on with emails selected. This column will only show a value if the user logged off during the indicated period of time. Total logon duration (Fax) Total duration that this agent was logged on with faxes selected. This column will only show a value if the user logged off during the indicated period of time. Total logon duration (Webchat contact) Total duration that this agent was logged on with webchat selected. This column will only show a value if the user logged off during the indicated period of time. Total pause duration (any) Total duration that this agent has paused. Only those pauses are taken into account that ended during the indicated period of time. These statistics are based on a status change and are only generated when the agent resumes after a pause. Total pause duration Total duration that this agent has paused for that particular pause reason. Only those pauses are taken into account that ended during the indicated period of time. These statistics are based on a status change and are only generated when the agent resumes after a pause.
Note: If "multiple pause reasons" have been enabled, there might appear an extra number of lines containing the different pause reasons. II-444
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Voxtron Communication Center Total wrapup duration Total wrap-up time for this agent. Only those wrap-ups are taken into account that ended during the indicated period of time. Number of auto logouts Total number of times that the agent was logged off automatically during the indicated period of time. This happens when he/she does not pick the phone while the contact center is transferring a call to him/her. Minimum ring duration Minimum time it took for this agent to pick up the phone (starting when the phone is ringing). Only the calls that were connected during the indicated period of time are considered. Maximum ring duration Maximum time it took for this agent to pick up the phone (starting when the phone is ringing). Only the calls that were connected during the indicated period of time are considered. Total ring duration Total time it took for this agent to pick up the phone (starting when the phone is ringing). Only the calls that were connected during the indicated period of time are considered. Average ring duration Average time it took for this agent to pick up the phone (starting when the phone is ringing). Only the calls that were connected during the indicated period of time are considered. Minimum idle duration Minimum time an agent is logged on but not handling any contacts and is not in pause. Only the calls that were connected during the indicated period of time are considered. Maximum idle duration Maximum time an agent is logged on but not handling any contacts and is not in pause. Only the calls that were connected during the indicated period of time are considered. Average idle duration Average time an agent is logged on but not handling any contacts and is not in pause. Only the calls that were connected during the indicated period of time are considered.
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Total idle duration Total time an agent is logged on but not handling any contacts and is not in pause. Only the calls that were connected during the indicated period of time are considered.
Calls Incoming contact center calls from internal number Total number of incoming contact center calls from an internal number for this agent. Only the calls that terminated during the indicated period of time are considered. Incoming contact center calls from external number Total number of incoming contact center calls from an external number for this agent. Only the calls that terminated during the indicated period of time are considered. Incoming calls from internal number Total number of incoming calls from an internal number for this agent. Only the calls that terminated during the indicated period of time are considered. Incoming calls from external number Total number of incoming calls from an external number for this agent. Only the calls that terminated during the indicated period of time are considered. Outgoing contact center calls to internal number Total number of outgoing contact center calls to an internal number for this agent. Only the calls that terminated during the indicated period of time are considered. Outgoing contact center calls to external number Total number of outgoing contact center calls to an external number for this agent. Only the calls that terminated during the indicated period of time are considered. Outgoing calls to internal number Total number of outgoing calls from an internal number for this agent. Only the calls that terminated during the indicated period of time are considered. Outgoing calls to external number Total number of outgoing calls from an external number for this agent. Only the calls that terminated during the indicated period of time are considered. Number of preview campaign calls intern Total number of outgoing contact center preview campaign calls to an internal number for this agent. Only the calls that terminated during the indicated period of time are considered. II-446
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Voxtron Communication Center Number of preview campaign calls extern Total number of outgoing contact center preview campaign calls to an external number for this agent. Only the calls that terminated during the indicated period of time are considered. Number of predictive campaign calls intern Total number of outgoing contact center predictive campaign calls to an internal number for this agent. Only the calls that terminated during the indicated period of time are considered. Number of predictive campaign calls extern Total number of outgoing contact center predictive campaign calls to an external number for this agent. Only the calls that terminated during the indicated period of time are considered. Number of progressive campaign calls intern Total number of outgoing contact center progressive campaign calls to an internal number for this agent. Only the calls that terminated during the indicated period of time are considered. Number of progressive campaign calls extern Total number of outgoing contact center progressive campaign calls to an external number for this agent. Only the calls that terminated during the indicated period of time are considered. Number of campaign calls Total number of outgoing contact center campaign calls for this agent. Only the calls that terminated during the indicated period of time are considered. Number of calls Total number of calls that terminated during the indicated period of time in which this agent has been involved. Number of calls serviced Total number of calls that terminated during the indicated period of time, and in which this agent had a conversation. Number of calls without code Total number of calls that this agent has serviced, but for which he/she has not selected a contact code (only the calls are taken into account that were concluded during the indicated period of time). Total conversation duration Total duration that this agent has been in conversation (only the contact center calls are taken into account for which the agent ended the conversation during the indicated period of time).
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Voxtron Communication Center Average conversation duration Average duration that this agent has been in conversation (only the contact center calls are taken into account for which the agent ended the conversation during the indicated period of time).
E-mails Number of e-mails Total number of e-mails for which the handling terminated during the indicated period of time in which this agent has been involved. Number of e-mails not serviced Average duration that this agent has been handling e-mails (only the contact center e-mails are taken into account for which this agent ended the handling during the indicated period of time). Number of requeued e-mails Number of times an agent requeued an e-mail. Number of OUT e-mails Number of CCOUT e-mails Total e-mail handling duration Total duration that this agent has been handling e-mails (only the contact center e-mails are taken into account for which the agent ended the handling during the indicated period of time). Average e-mail handling duration Average duration that this agent has been handling e-mails (only the contact center e-mails are taken into account for which the agent ended the handling during the indicated period of time).
Faxes Number of faxes Total number of faxes for which the handling terminated during the indicated period of time in which this agent has been involved. Incoming contact center faxes from internal number Total number of incoming contact center faxes from an internal number for this agent. Only the faxes that terminated during the indicated period of time are considered. Incoming contact center faxes from external number Total number of incoming contact center faxes from an external number for this agent. Only the faxes that terminated during the indicated period of time are considered.
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Incoming faxes from internal number Total number of incoming direct faxes from an internal number for this agent. Only the faxes that terminated during the indicated period of time are considered. Incoming faxes from external number Total number of incoming direct faxes from an external number for this agent. Only the faxes that terminated during the indicated period of time are considered. Outgoing contact center faxes to internal number Total number of outgoing contact center faxes to an internal number for this agent. Only the faxes that terminated during the indicated period of time are considered. Outgoing contact center faxes to external number Total number of outgoing contact center faxes to an external number for this agent. Only the faxes that terminated during the indicated period of time are considered. Outgoing faxes to internal number Total number of outgoing direct faxes to an internal number for this agent. Only the faxes that terminated during the indicated period of time are considered. Outgoing faxes to external number Total number of outgoing direct faxes to an external number for this agent. Only the faxes that terminated during the indicated period of time are considered. Number of faxes not serviced Average duration that this agent has been handling faxes (only the contact center faxes are taken into account for which this agent ended the handling during the indicated period of time). Number of requeued faxes Number of times an agent requeued a fax. Total fax handling duration Total duration that this agent has been handling faxes (only the contact center faxes are taken into account for which the agent ended the handling during the indicated period of time). Average fax handling duration Average duration that this agent has been handling faxes (only the contact center faxes are taken into account for which the agent ended the handling during the indicated period of time).
Reporting Module
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Chats Number of chats Total number of webchat contacts that terminated during the indicated period of time in which this agent has been involved. Incoming contact center chats from internal Total number of incoming contact center webchat contacts from an internal number for this agent. Only the webchat contacts that terminated during the indicated period of time are considered. Incoming contact center chats from external Total number of incoming contact center webchat contacts from an external number for this agent. Only the webchat contacts that terminated during the indicated period of time are considered. Outgoing contact center chats to internal Total number of outgoing contact center webchat contacts to an internal number for this agent. Only the webchat contacts that terminated during the indicated period of time are considered. Incoming direct chats from internal Total number of direct webchat contacts from an internal number for this agent. Only the webchat contacts that terminated during the indicated period of time are considered. Outgoing direct chats to internal Total number of outgoing direct webchat contacts to an internal number for this agent. Only the webchat contacts that terminated during the indicated period of time are considered. Number of chats serviced Total number of webchat contacts that terminated during the indicated period of time, and in which this agent had a conversation. Number of chats not serviced Total number of webchat contacts that were interrupted during the indicated period of time before having had a chat session with an agent. Number of requeued chats Number of times an agent requeued a webchat contact. Total chat handling duration Total duration that this agent has been in chat sessions (only the contact center webchat contacts are taken into account for which the agent ended the session during the indicated period of time).
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Average chat handling duration Average duration that this agent has been in chat sessions (only the contact center webchat contacts are taken into account for which the agent ended the session during the indicated period of time).
Business objects Number of objects Total number of objects for which this skill was selected (in the Filter edit field) and for which the handling terminated during the indicated period of time. Number of objects not serviced Total number of objects for which this skill was selected, but were deleted during the indicated period of time before having been handled by an agent. Number of requeued objects Number of times an agent requeued a object. Average object handling duration Average time duration that the object was being handled by one or more agents, for all objects for which this skill was selected. Only the objects for which the handling terminated during the indicated period of time are considered. Total object handling duration Total time duration that the object was being handled by one or more agents, for all objects for which this skill was selected. Only the objects for which the handling terminated during the indicated period of time are considered.
Filters in the Team Report If you want to change the filters, you should click the Filter tab (per individual report). Here you can sort on agent or period and indicate the agents and the call types (Filter) to be selected for your report.
Reporting Module
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Filter on teams The filters constitute all the teams (also the deleted ones).
Filters on calls The filters constitute all the call types and by default they are all enabled (so that all calls are used when generating reports). Complete list of Call Types: • Incoming Contact Center calls from internal number
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Incoming Contact Center calls from external number
•
Incoming calls from internal number
•
Incoming calls from external number
•
Outgoing Contact Center calls by agent to internal number
•
Outgoing Contact Center calls by agent to external number
•
Outgoing calls to internal number
•
Outgoing calls to external number
•
Preview campaign calls extern Modules
Voxtron Communication Center
•
Preview campaign calls intern
•
Predictive campaign calls extern
•
Predictive campaign calls intern
•
Progressive campaign calls extern
•
Progressive campaign calls intern
•
Incoming emails
•
Outgoing direct emails
•
Outgoing direct Contact Center emails
•
Outgoing faxes to internal number
•
Outgoing faxes to external number
•
Outgoing Contact Center faxes by agent to internal number
•
Outgoing Contact Center faxes by agent to external number
Filters on emails
Filters on faxes
•
Incoming faxes from internal number
•
Incoming faxes from external number
•
Incoming Contact Center faxes from internal number
•
Incoming Contact Center faxes from external number
•
Outgoing Contact Center webchat contacts to internal
•
Outgoing direct webchat contacts to internal
•
Incoming Contact Center webchat contacts from internal
•
Incoming Contact Center webchat contacts from external
•
Incoming direct webchat contacts from internal
Filters on chats
Scheduling in the Team Report This is the same for all reports. Refer to Reporting | Skill reports, page II-436.
Profiles in the Team Report This is the same for all reports (except for Campaign Reports). Refer to Reporting | Agent reports, page II-361.
Reporting Module
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Add a report If you want to create a new report, you should click the Add new report button. In this way you can make new agent reports, decide on their names and define the properties.
VXML Reports
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ADDRESS BOOK MODULE
Note: The Address Book Module (Address Book) is not an actual module but a business application and is accessible as such via the Web Center. There are three menu items: • Global address book •
Local address book
•
Personal address book
Global address book When the global address book is selected, you get the list of all the global address book items. The user has the option to add, update, delete and duplicate items just as in any other list control of the web center. A web center user by default has access (view and manage) to this global address book, while a contact center user only has access to the global address book of the contact center he/she belongs to if the access rights are configured as such (refer to CC91 | Roles, Access Rights on page II-2.
Address Book ModulE
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Local address book
When the local address book is selected, you ought to select a contact center from the Contact center drop-down list for which you want the address book. The user has the option to add, update, delete and duplicate items just as in any other list control of the web center. A web center user by default has access (view and manage) to this local address book, while a contact center user only has access to the local address book of the contact center he/she belongs to if the access rights are configured as such (refer to CC91 | Roles, Access Rights on page II-2.
Personal address book
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Voxtron Communication Center When the personal address book is selected, you ought to select a contact center from the Contact center drop-down list for which you want the address book and a user from the User drop-down list. The user has the option to add, update, delete and duplicate items just as in any other list control of the web center. A web center user by default has access (view and manage) to this personal address book, while a contact center user only has access to the personal address book of the contact center he/she belongs to if the access rights are configured as such (refer to CC91 | Roles, Access Rights on page II-2.
Address Book ModulE
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SMS DATABASE CONNECTOR MODULE (SMS10) Introduction
Your SIM box (hereafter referred to as SMS Device) and the connection with the ODBC compliant database are driven by the SMS Database Connector Service that runs as an NT Service. The SMS Database Connector Service checks an ODBC compliant database at regular intervals for SMS messages to be sent (outgoing SMS). SMS messages are received (incoming SMS) via the SIM card of the SMS Device. The SMS Database Connector Service receives the SMS messages and will store them in a database. The way in which SMS messages are sent and received/stored can be configured via the Web Center (SMS10).
Incoming SMS Here you can configure how incoming SMS messages will be handled. SMS Database Connector Module (SMS10)
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Store SMS in Database This check box should be selected in order for your database to store incoming SMSs. The five edit boxes below are of no influence if this check box is not selected. Default the check box is not selected.
Database server Enter IP address of the database server.
Database catalog Select the desired database from the drop-down list in which all incoming SMS messages can be stored.
Database User and Database Password In order to make use of the Incoming SMS Database you need a login and password for security reasons. This is the login ID and password that are used when connecting to the database.
FreeSQL statement - Store If the Store SMS in Database check box is selected and a valuable SQL string for storing SMSs in the database is entered in this edit box, the incoming SMSs will be stored in the ODBC database previously selected via its “Database catalog” (refer to page II-460). The SQL string should be written according to the free SQL syntax and can contain the following variable input parameters: II-460
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FromNumber SentTimeDateDMY SentTimeDateMDY SentTimeDateYMD
The telephone (mobile) number from which the SMS message is sent. The date and time the SMS message was sent: the format is DD/MM/YYYY HH:MM or The date and time the SMS message was sent: the format is MM/DD/YYYY HH:MM or The date and time the SMS message was sent: the format is YYYY/MM/DD HH:MM
Note: The date/time format to choose for your SQL statement depends on the date/time format of the concerning database or stored procedure. MessageText
The contents of the SMS message.
SQL string examples CALL ProcessIncomingSms({MessageText}[varchar(250),input]); INSERT INTO ReceivedSms (MessageText, FromNumber) VALUES ('{MessageText}', '{FromNumber}');
Note: For a more extensive description of the Free SQL syntax, refer to the section Free SQL syntax in PART THREE: IVR DEVELOPER’S GUIDE.
Cleanup old SMS This check box should be selected in order for your database to remove previously stored SMSs from the database selected. The two edit boxes below are of no influence if this check box is not selected. Default the check box is not selected. If the Store SMS in Database check box is selected and a valuable SQL string for deleting SMSs from the database is entered in this edit box, the previously stored SMSs will be removed from the ODBC database previously selected via its “Database catalog” (refer to page II-460). The SQL statement is executed once per 24 hours.
Free SQL statement - Cleanup The SQL string should be written according to the free SQL syntax and cannot contain variable input parameters.
Note: For a more extensive description of the Free SQL syntax, refer to the section Free SQL syntax in PART THREE: IVR DEVELOPER’S GUIDE. SMS Database Connector Module (SMS10)
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Cleanup interval in seconds Time in milliseconds between two reconnection attempts in case of a connection failure. Default value: 86400
Licenses
IP address The IP address where the License Server is located. Port Here the port settings for the License Server are entered. On this port number the server listens and clients are connected. Request timeout If an unreserved license is requested, you will have to wait this number of milliseconds for an answer of the license server.
Logging The extended logging settings for the SMS Database Connector service are entered here. Changes to the logging settings have immediate effect without restarting the SMS Database Connector service.
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Log to file Trace information By selecting this check box, the SMS database connector service will extend the logging with additional trace information.
Serial communication By selecting this check box, the SMS database connector service will extend the logging with the messages that are sent and received by the serial port. The values entered in the Compress files older than, Delete files older than, Maximum file size and Minimum required free space on hard disk edit boxes are used to save hard disk space. SMS Database Connector Module (SMS10)
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Log to event log You first have to select the Enable logging to the Windows Event log check box before you can select any basic or additional log types (Debug information, Errors, Exceptions, Warnings, Successful actions, Trace information, XML messages).
Log to Syslog server You first have to select the Enable logging to the Syslog server check box before you can select any basic or additional log types (Debug information, Errors, Exceptions, Warnings, Successful actions, Trace information, XML messages). Of course you have to fill in the IP address and Port number of the Syslog server before any logging can be generated on that server.
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Outgoing SMS Here you can configure how outgoing SMS messages will be handled.
Send SMS from DB This check box should be selected in order for your database to retrieve outgoing SMSs. The eight edit boxes below are of no influence if this check box is not selected. Default the check box is not selected.
Database server Enter IP address of the database server.
Database catalog Select the desired database from the drop-down list from wich all outgoing SMS messages will be retrieved. SMS Database Connector Module (SMS10)
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Database User and Database Password In order to make use of the Outgoing SMS Database you need a login and password for security reasons. This is the login ID and password that are used when connecting to the database.
FreeSQL statement – Get SMS to send If the Send SMS from DB check box is selected and a valuable SQL string for sending SMSs stored in the database is entered in this edit box, the outgoing SMSs will be retrieved from the ODBC database previously selected via its “Database catalog” (refer to page II-465). The SQL string should be written according to the free SQL syntax and can contain the following variable input parameters: MessageID
ID uniquely identifying this SMS. If there is no SMS to be sent: • In case of a stored procedure, the MessageID must get value NULL. •
MessageText ToNumber
In case of a SELECT statement, no record should be returned.
The contents of the SMS message. Telephone number to which the retrieved SMS message should be sent.
The SQL string can also contain the following variable output parameter (optional): Retries
Number of attempts that took place to send an SMS message.
SQL string examples CALL GetNextSms({MessageID}[integer,output],{MessageText}[varchar(250) ,output], {ToNumber}[varchar(50),output]); SELECT MessageID{MessageID}, MessageText{MessageText} ,ToNumber{ToNumber} FROM SendSms WHERE Status = 'SMS_READY' OR Status = 'SMS_FAILURE'; UPDATE SendSms SET Status = 'SMS_SENDING' WHERE MessageID = {MessageID};
Note: For a more extensive description of the Free SQL syntax, refer to the section Free SQL syntax in PART THREE: IVR DEVELOPER’S GUIDE.
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Time in seconds to wait if no SMS to send This is the database polling interval. I.e. every seconds the SQL string for retrieving SMSs out of the database will be executed.
FreeSQL statement – Update SMS status If the Send SMS from DB check box is selected and a valuable SQL string for updating SMS status is entered in this edit box, the database is notified whether an SMS has been successfully sent or not.
Note: Leave this edit box empty if no status update is required. The SQL string should be written according to the free SQL syntax and can contain the following optional input parameters: MessageID
Status
ActivityTimeDate
Retries
ID uniquely identifying this SMS. Is used here as an input parameter to inform the database of which message has been successfully sent or not and it is the ID received from the previous SQL statement (SQL string for retrieving SMSs out of database). Status of sending. This parameter can have one of the following two values: SMS_FAILURE: SMS has not been sent SMS_SENT: SMS has been successfully sent Timestamp of last activity. If status = SMS_SENT, this is the date and time of sending If status = SMS_FAILURE, this is the date and time of send attempt + 5 minutes Format: ActivityTimeDateDMY DD/MM/YYYY HH:MM or ActivityTimeDateMDY MM/DD/YYYY HH:MM or ActivityTimeDateYMD YYYY/MM/DD HH:MM Retries from previous statement (SQL string for retrieving SMSs out of database) + 1.
SQL string examples CALL SetSmsResult ({MessageID}[integer,input],{Status}[varchar(23),input]); UPDATE SendSms SET Status = '{Status}' WHERE MessageID = {MessageID};
SMS Database Connector Module (SMS10)
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Note: For a more extensive description of the Free SQL syntax, refer to the section Free SQL syntax in PART THREE: IVR DEVELOPER’S GUIDE.
Time to wait to retry failed SMS in minutes
Cleanup old SMS This check box should be selected in order for your database to remove previously stored SMSs from the database selected. The two edit boxes below are of no influence if this check box is not selected. Default the check box is not selected. If the Clean up old SMS check box is selected and a valuable SQL string for deleting SMSs from the database is entered in this edit box, the previously stored SMSs will be removed from the ODBC database previously selected via its “Database catalog” (refer to page II-465). The SQL statement is executed once per 24 hours.
Free SQL statement - Cleanup The SQL string should be written according to the free SQL syntax and cannot contain variable input parameters.
Note: For a more extensive description of the Free SQL syntax, refer to the section Free SQL syntax in PART THREE: IVR DEVELOPER’S GUIDE.
Cleanup interval in seconds Time in milliseconds between two reconnection attempts in case of a connection failure. Default value: 86400
SIM-Box settings Here you can configure the settings of your SIM-box.
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General Settings Connection Type Enter conntection type of the SIM-box. The default value is Serial.
Text Mode Select Text Mode for your SIM-box via this drop-down list. GSM or USC2.
PIN Enter the PIN. This is needed especially for GSM modems.
Short Message Service Center (SMSC) Leave this edit box empty, unless stated otherwise by provider.
Send Timeout in seconds Here you can define at what time interval the SIM-box should check whether there are any incoming messages. The default value is 10 seconds.
SMS Database Connector Module (SMS10)
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Enable SMS Receiving This check box has to be selected to enable the SIM-box to receive SMSs.
Nbr of replies (Multi-SIM) A SIM-box can have several cards. Here you have to enter the number of cards that are able to send a reply.
Serial Port Serial Port Enter port on which the SIM-box is connected.
Baud Rate Select Baud Rate for your SIM-box via this drop-down list. It is advisory to consult your SIM-box technical documentation.
Byte Size Select Byte Size for your SIM-box via this drop-down list. It is advisory to consult your SIM-box technical documentation.
Parity Select Parity for your SIM-box via this drop-down list. It is advisory to consult your SIM-box technical documentation.
Stop Bits Select Stop Bits for your SIM-box via this drop-down list. It is advisory to consult your SIM-box technical documentation.
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CONTACT EXPLORER MODULE Introduction For all contacts (calls, emails, faxes, webchats and business objects), the user can • search for any type of contact based on a series of parameters •
store these contact queries,
•
consult these queries at a later stage
within the Web Center, via the Voxtron Client or the Voxtron Web Client. Refer to page II-2. Depending on the contact, the content displayed in the Contact Details window will differ (and it is also dependent on his/her settings in CC91 | Roles, Access rights tab page. Refer to page II-2).
Note: The Contact Explorer is not intended to give a real time view on all the ongoing contacts, but to look up handled contacts.
Query editor window Clicking on the Contact explorer menu, displays an empty query editor menu, ready for use.
Note: The submenus Shared queries and My queries are explained further in this chapter. Refer to page II-486. Here you can only see those queries for which you have contact explorer right on the users, skills and queues selected in that query. I.e. if you do not have those rights in the role or objects in the profile, you will not be able to view and/or execute the query. Refer to pages II-5 and II-6.
Contact Explorer Module
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In this query editor window you can define, run and see the results of a query, and possibly save them for later use. The results of the query can be printed or exported to a .csv, .html, or .xlsx file. The query definition is on top of the query editor window, while the results are shown below the definition. Every query definition consists of five parts displayed in five equivalent tab pages that will be explained hereafter: • Period •
Columns and rows
•
Order
•
Filter
•
Profiles
Period Here you define the start (from) and end time (until) of a fixed or a dynamic period that will be used for the query. While you must always enter a start time, and end time is not mandatory. I.e. if the end time is empty, the query will run until the last contact. A Dynamic period is always from the beginning of the period (0:00) until the end of the period (23:59). It can be today, this week, this month, this quarter, this year, yesterday, last week, last month, last quarter and last year. II-472
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Columns and rows
The column selection consists of two list boxes that can be used to select the displayed columns (see above). Columns can be moved from left to right (Available Selected) if they must be added or from right to left if they must be removed from the query. A column is either in the Available list or in the Selected list; it cannot be in both. The order in the selected list from top to bottom is the order in which the columns will be displayed from left to right. The arrow buttons have the following meaning: Moves all the items that are left in the Available list to the Selected list. Moves the items that are selected in the Available list to the Selected list. Multiple items in the available list can be selected by holding down the CTRL key Moves the items that are selected in the Selected list to the Available list, thus removing them from the query. Multiple items in the Selected can be selected by holding down the CTRL key Moves all the items from the Selected list to the Available list. This clears all columns from the query
Contact Explorer Module
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Voxtron Communication Center Moves a selected item up in the list. As noted above, the order of the selected columns is the order in which they are displayed Moves a selected item down in the list. As noted above, the order of the selected columns is the order in which they are displayed Following columns are available in the Contact Explorer: Name ID From
To
Date Time Waiting time Contact Type Text Contact Type Icon Contact result Handled by Queue Conversation duration Customer ID Details Content
Description The unique GUID of the contact The originator of the contact. If it is an email address, it should be clickable (mailto: link) so that the system’s default email editor is launched. If it is a call AND the page is displayed in the Voxtron Client, the phone number must be clickable and must cause a CTI DIAL command. The destination of the contact. If it is an email address, the email address should be clickable (mailto: link) so that system’s default email editor is launched. If it is a call AND the page is displayed in the Voxtron Client, the phone number must be clickable and must cause a CTI DIAL command. Date the contact entered the Contact Center. Time the contact entered the Contact Center. The time the contact has been waiting in the Contact Center, which is 0 by default for all direct contacts. Textual version of the contact type. Icon display of the contact type. Result of the contact. It is depending on the type of contact. The user name of the agent that handled the contact. This is the agent that handled the contact last (if more than one agent was involved). The name of the last queue where the contact was in, which corresponds with the queue the contact was in at the time it was handled by the agent shown in the Handled by column. This is the total time the contact was in conversation, irrespective of the number of agents involved. The customer ID is used to identify a customer. All contacts with the same customer ID can as such be filtered. The details column shows the details link for a certain contact item, which will show the details view when clicked. The content link will show or play the content of the content when clicked (depending on the contact type).
Maximum number of rows per page Maximum number of pages II-474
Modules
Voxtron Communication Center By means of these two edit boxes you can set the maximum number of rows that must be displayed per page, and the maximum number of pages that must be displayed (both maximum to 100).
Order
The column Order tab page shows the same list of columns, but they determine the order. The list of available columns is the same as the selectable columns, except for “Details”, “Content”, “ID”, “Contact icon” and “Contact result”, and the list of selected columns determines the order from top to bottom. In front of the column name is an up or down arrow that indicated ascending of descending sorting. Double-clicking the column will change the order.
Note: If no order is set, the query will be launched without any order defined.
Filter You have to add filters to acquire certain information. I.e. defining no filters does not mean you will see all values or e.g. contact explorer queries will only show contacts for the selected skills.
Contact Explorer Module
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Voxtron Communication Center Not all filters are applicable to all contact types, because, for example direct contacts never have skills and thus applying a skill search on direct contact would not be meaningful. Following filters (skills, queues, agents, teams) are taking into account for the different contact types: Contact type Incoming CC call Outgoing CC call Outgoing campaign call Incoming direct call Outgoing direct call Incoming CC email Outgoing direct email Outgoing direct CC email Incoming CC fax Incoming direct fax Outgoing CC fax Outgoing direct fax Incoming CC webchat Incoming direct chat Outgoing direct chat Outgoing CC webchat Incoming CC object
Skills X
X
X
X
X
X
Queues X
X
X
X
X
X
Agents X
Teams X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
Notes: For incoming direct contacts, the agent is the one who received the contact, while for outgoing direct contacts it is the one who made the contact. You can only see those skills, queues, agents and teams defined in your profile if you have the contact explorer right in a role. Refer to pages II-5 and II-6. II-476
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Contact Explorer Module
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Contact center In the Contact center drop-down list you select the contact center for which you want the query to run.
Note: This is only possible for a Web Center user. I.e. if you are a contact center user, you will of course not be able to select a contact center (it is already defined).
Customer ID Here you can create queries based on the customer ID based on different operators (equal, not equal, like). Include contact if no assigned If you select this option (for skills, queues, agents, teams, contact codes and contact properties), so called “empty contacts” (contacts that were ended before they have been routed to an agent) will be included.
Skills, Queues, Agents, Teams
Note: The Add Skill, Add Queue and Add Team dialog window are similar to the above displayed Add Agent dialog window. II-478
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The Skills, Queues, Agents and Teams lists are the objects for which the contact can be requested. Refer to pages II-5 and II-6.
Note: If you are Web Center user, the lists contain everything. The Contact Explorer will return all contacts that have at least one of the select skills, was at least once in at least one of the selected queues and was at least assigned once to at least one of the selected agents or teams (when applicable for the contact type).
Note: For agents, this does not mean the agent handled that contact. This could be the case, but it could well be that the contact was assigned to him/her, but he/she did not accept it (for example) and was then handled by another agent. The contact details will show more on whether he/she handled this or was just assigned once. For queues, this means that the contact was once in the queue; it does not mean that this was the queue where the contact was handled. That could be the case, but, it could just as well be that the contact was in that queue, and then moved to another queue and was handled there. The contact details will show more on whether the contact was there only temporarily or was handled there.
Contact properties In the Contact properties edit field, you can add, modify or delete contact properties by clicking on the appropriate buttons. You can add a new property, by clicking on the Add contact property button which will generate the Add contact property edit window:
In the drop-down list, the user will have to select the property name. Contact Explorer Module
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Voxtron Communication Center The drop-down list holds all the known property names for the selected contact center. The user must enter an operator to apply on the property. All properties are interpreted as text, and operations are: • Equal •
Not equal
For a good search on property values, an OR operation by default is in many cases not satisfactory and a user will want to combine with AND operator to limit the search. To allow to make these combinations, the user will be able to specify how to combine the different property filters in the table (via the Combine dropdown list). Because of this, the order of items in the table will matter, and, the first line in the table will NOT have this combination value (since this is not applicable for the first item (or the only item if there is only one)). The property value filter table will thus look as follows:
Notes: UP ( ) is not available for first item DOWN ( ) is not available for last item Combine is not shown for first item If second item is moved to first position, combine parameter is no longer important. Combine parameter of first item is chosen “as was before” or a certain default, whichever is the easiest to implement (if the value is still in the column but just “ignored” because it is the first item, the “old” value remains available and must just be taken into account again when the item is no longer). This also applies if the first item is moved down.
Contact codes Since all contact codes are known in the warehouse, adding a contact code is a matter of selecting the contact code from the list of contact codes.
Note: Beware that a contact code can pertain to the general CC contact codes, or it can be a contact code from a particular queue in the selected contact center.
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After selecting a contact code, the list shows the path of the selected contact code. When a contact code is selected, the contacts shown are those for which at least one of the defined contact codes is selected. The contact code filter table will thus look as follows:
Contact types In the Contact types edit field, you can add, modify or delete contact types by clicking on the appropriate buttons. You can add a new contact type, by clicking on the Add contact type button which will generate the Add contact type edit window:
Note: Each contact type can only be added one to the list of contact types and you can only select those contact types from the drop-down list that have been enabled in the Contact Center. Refer to CC91 | Configuration | Interactions (page II-136).
Contact Explorer Module
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Furthermore, you can select one of the following parameters to filter the selected contact types: •
Filter on waiting time by selecting the Wait time between check box and completing the accompanying time edit boxes. While the minimum time is mandatory, the maximum time is not. If the maximum time is not completed, all contacts will be considered with a waiting duration that exceeds the minimum time.
•
Filter on conversation duration by selecting the Conversation duration between check box and completing the accompanying time edit boxes. While the minimum time is mandatory, the maximum time is not. If the maximum time is not completed, all contacts will be considered with a conversation duration that exceeds the minimum time.
•
Filter on contact result by selecting the Call result check box and the accompanying contact result check boxes (these are dependent on the contact type).
•
Filter on the From field by selecting the From check boxes and possibly adding multiple values and accompanying operators.
•
Filter on the To field by selecting the To check boxes and possibly adding multiple values and accompanying operators. For the FROM and TO filter, you can add multiple values, and for each value an operator
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–
EQUAL: indicates the from/to must be equal to the provided text
–
NOT EQUAL:indicates the from/to may not be equal to the provided text
Modules
Voxtron Communication Center The from and to parameters are applied with an OR operator if multiple are provided.
Note: Of course, not all parameters are applicable for all contact types. For example, a direct incoming call does not have a waiting time. The below table lists which parameters must be visible for which contact types. Contact type
Skills
Queues
Agents
Poperties
Incoming CC call Outgoing CC call Outgoing campaign call Incoming direct call Outgoing direct call Incoming CC email Incoming CC fax Incoming direct fax Outgoing CC fax Outgoing direct fax Incoming CC webchat Incoming direct chat Outgoing direct chat Outgoing CC webchat Incoming CC object
X
X
X
X
Contact Codes X
X
X
X
X
X
X
X
X
X X X
X
X
X
X
X
X
X
X
X
X
X
X
X
X X X X
X
X X X X
X
X
X
Notes: Also, skills, queues, contact codes and agents are limited via the OLA concept (access rights) and the user can only see those skills, queues and agents defined in his/her profile if he/she has the contact explorer right in a role (refer to page II-3). Contact Explorer Module
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Options Here you can decide whether a query must be executed case-sensitive or not. If this option is selected, the query will be forced to be executed casesensitive which will have an impact on performance. I.e. if this option is not selected, processing will be faster.
Details
When you click on the view link in the “Details” column of the “Search Results” part of the “Properties” tab page, you get the Contact details windows showing all information that is available on the contact (from a contact center point of view) and a history of what happened in the contact center. In the contact details, the below information is shown: • The Type of contact
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•
From: the from field value for this contact
•
To: the to field value for this contact Modules
Voxtron Communication Center
•
The waiting time for this contact: this is the total waiting time of this contact, irrespective of the different queues it might have been waiting in.
•
Assigned skills: the skills assigned to the contact. These are the skills assigned to the contact at the time it was routed and handled by an agent. All the skills that were assigned to this contact will be shown to the user that is viewing the details.
•
Properties that are set for this contact, which is the name and the value, the URL if it was set and the flag whether it was a hidden property or not.
•
Contact codes that are selected for this contact. This is the path of the contact codes to avoid confusion when two contact codes with the same name exist.
•
The contact history. This is the excerpt for this contact id from the contact action log, sorted by date and time descending, with date and time and a convenient explanation of the action that occurred.
Content When you click on a link available in the “Content” column of the “Search Results” part of the “Properties” tab page, you get the content of the concerned contact.
Note: When you want to consult the content of a performed query, you must of course have content access right for the contact explorer. Refer to CC91 | Roles, Access rights tab page on page II-2. The content of the contact is largely dependent on the contact type (call, fax, email, web chat and business objects). I.e. the content link is only visible when there is content available.
Calls For calls, the content is the actual recording of the call (hence the Play link). If there is no recording for a call, there will be no “Play” link to the right of that call. If the content link (here “Play”) is clicked on, the recording is either played or downloaded, depending on the browser that is used and/or the plug-ins that are installed in the browser (determining what happens with audio files).
Faxes For faxes (via the View link), a download of the PDF fax file is started.
Emails For emails (via the View link), a pop-up window is displayed, showing the complete private history of the email.
Contact Explorer Module
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Web chats For web chats (via the View link), a pop-up window is displayed, showing the complete chat conversation.
Business objects For objects, the content is unknown, since objects are generic. This means that there is no content link (View nor Play) to click on.
Saving a query After having configured a query, it may be useful to save it for later use.
Example: Suppose I want to get a list of all contacts handled by a particular agent yesterday (for evaluation purposes). I might want to do this once or twice a week. To avoid the nuisance of having to configure a query definition every time I want to do this, I can save the query for later use(as a private query or as a shared query).
Queries can be saved in two ways: •
Shared queries
As a shared query (by selecting the Add to shared queries option). A shared query is stored in the Contact Explorer and accessible for the selected profiles (via the “Profiles” check boxes of the “Properties” tab page of the Contact Explorer module. Refer to page II-18). These shared queries will also be shown in CC91 | Profiles, Contact explorer tab page. Refer to page II-18. Shared queries must have an overall unique name. •
My queries
As a personal or private query (by selecting the Add to my queries option). A personal or private query is stored in the “my queries” section and can only be viewed by the creator of the query. Personal or private queries must have a unique name for that creator and cannot be the same as any exiting shared query.
In these query overview windows (“shared queries” and “my queries”), each query in the list has an information icon which wil list all possible values and a check box indication that will show whether a particular value is selected for this particular query or not. It will also be possible to print or save the overview.
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When selecting the Shared queries ((Web Center |) Contact Explorer | Shared queries) or My queries ((Web Center |) Contact Explorer | My queries) menu link, the list of the concerned queries is displayed.
Note: In certain cases it might come in handy to have the result of a query loaded into a web browser outside of the web center. More specific, load the results in a tab of the Voxtron Client application. Contact Explorer Module
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Voxtron Communication Center For example, suppose I want to fill a tab in the Voxtron Client with a list of all contacts of this day that are handled by/related to me. This must be possible by calling a specific web center URL (to be decided by web center developers) that will generate this result set. The web page will have the following query parameters:
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- User name,
which is automatically added by the Voxtron Client
- Password of the user,
which is also automatically added by the Voxtron Client
- Query name,
which is the name of the query, either a shared query or a personal or private query of this user
- Refresh period,
which is the interval used to refresh the result set. The value is expressed in minutes, and the minimum is 1 minute. It is not possible to refresh faster than each minute. It is in any way not useful to refresh faster than the synchronization cycle, since this determines the available data for the Contact Explorer!
Modules
Voxtron Communication Center
VOICEXML MODULE (VXML22) Introduction Via the Web Center you can configure the VoiceXML module which constitutes an alternative to the IVR module. The advantage of using VoiceXML is that you can activate several call flows at the same time.
Applications
VoiceXML Module (VXML22)
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Example:
The VoiceXML engine can handle several applications (call flows) all starting with a URL to a CCXML file. You can add such an application (call flow) by clicking the New button and completing the Add an Application edit window (here you decide which CCXML to start when a call comes in). Account Here you fill in an account identifier for logging purposes. Application Here you fill in a unique ID to identify the application. Filter, Method, Value Here you actually construct rules to define which application should be loaded under what circumstances. In the Filter drop-down list you can choose between line number, called number and calling number (linenbr, callednbr and callingnbr). In the Method drop-down list you can choose between range, fixed and regex (regular expression). If you have selected "linenbr" from the Filter drop-down list, you can only select "range" from the Method drop-down list. The value to fill in here is a range of numbers (the range of lines is entered. E.g. 1, 3, 5-8 means that on lines 1, 3, 5, 6, 7 and 8 a call can occur.). If you have selected "callednbr" or "callingnbr" from the Filter drop-down list, you can select "fixed" or "regex" from the Method drop-down list. The value to fill in here is a fixed number or a regular expression. URL The URL of the CCXML file.
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ASR-TTS
Only if you have selected the Use MRCPv2 server for Automatic Speech Recognition, can you fill in the edit fields underneath. Local SIP port Local SIP address
Port and IP address used by the VoiceXML engine to set up its MRCP - SIP connection.
MRCPv2 server SIP port MRCPv2 server SIP addresss
Port and IP address of the MRCPv2 server to which the VoiceXML engine will set up a connection
Only if you have selected the Use MRCPv2 server for Text-To-Speech generation, can you fill in the edit fields underneath. Local SIP port Local SIP address
Port and IP address used by the VoiceXML engine to set up its MRCP - SIP connection.
MRCPv2 server SIP port MRCPv2 server SIP address VoiceXML Module (VXML22)
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Voxtron Communication Center Port and IP address of the MRCPv2 server to which the VoiceXML engine will set up a connection
Note: While the local SIP port for ASR and TTS should be different, the IP address should be the same. New The MRCP protocol sends a number of commands (methods) that can be filled in here together with name value pairs.
CCXML settings
Here you can find the default values of the 9 used Call Control XML properties. Consult http://www.w3.org/TR/ccxml/ if you want to change these values.
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Dashboard
By selecting the Enable dashboard parameters check box, the following dashboard parameters are enabled: NbrOfLines
Number of lines detected by the HAL (Hardware Abstraction Layer) NbrOfCallsIN Number of incoming calls NbrOfCallsOUT Number of outgoing calls NbrOfCallsTOTAL Total number of calls LineStatus/x Status of line x (x being 1 up to and including NbrOfLines) Possible values 'IN' if there is an incoming call on that line 'OUT' if there is an outgoing call on that line '' (empty); if there is no call on that line.
Parameters concerning IVR/VoiceXML engine activity Number of lines NbrOfLines Number of lines detected by the HAL (Hardware Abstraction Layer). Number of incoming calls NbrOfCallsIN Number of incoming calls. Number of outgoing calls NbrOfCallOUT Number of outgoing calls. Total Number of calls NbrOfCallTOTAL Total number of calls.
Parameters concerning IVR/VoiceXML line activity Line status LineStatus/x Status of line x (x being 1 up to and including NbrOfLines).
VoiceXML Module (VXML22)
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General
Temporary files directory Fill in the path to the directory where all kinds of temporary files are kept in the Temporary files directory edit field.
Hardware configuration Call Control General
After selecting the Use QSIG protocol checkbox, the Qsig settings dialog box will appear. Presentation allowed for outbound calls Specifies if the calling name may be presented to the other party (in an outbound call). If no calling name is set, the calling name of incoming call is used in transfer call. Calling Name Here you enter the calling name which is used for outbound calls.
Inbound
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In the Multiple Subscriber Number edit box you can either add (by filling in a number in the edit field and clicking the Ok button next to it) or delete (by selecting an MSN number appearing in the list in the Multiple Subscriber Number field and clicking the Delete icon next to it) an MSN Number. Only if this multiple subscriber number equals the called number of an incoming call, the call will be accepted. When no numbers have been defined, all calls will be answered.
Outbound/Transfer
Transfer Type Implicit Call Transfer This call transfer is performed by disconnecting the on hold call and the second (outgoing) call simultaneously (immediately after each other). Most PBXs interpret this as a transfer command, although this method does not use the ISDN standard transfer command. It is assumed that this will only work on a BRI. Explicit Call Transfer Implicit This is the standard call transfer supplementary service (ECT = Explicit Call Transfer). The ECT command is sent on the D-Channel to the PBX. This will only work on PBXs that support ECT. For CAPI hardware, the supplementary service can be checked with the capiinfo.exe utility. ‘Implicit’ means that the supplementary service facility ECT request is sent on the call reference of the call on hold without any reference to the active call. The PBX implicitly knows which active call belongs in the call transfer. Explicit Call Transfer in explicit mode is a safer option, but this is not implemented by any PBX.
VoiceXML Module (VXML22)
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Explicit Call Transfer Explicit This is the standard call transfer supplementary service (ECT = Explicit Call Transfer). The ECT command is sent on the D-Channel to the PBX. This will work only on PBXs that support ECT. For CAPI hardware, the supplementary service can be checked with the capiinfo.exe utility. Explicit Call Transfer in explicit mode is a safer option. This is only used for SoftIP on CAPI. The reference of both calls is given to the call on hold. Line Interconnection (uses 2 lines) This transfer type is also called “tromboning”. Qsig Path Replacement This transfer type will only work on Diva Server boards where the CAPI transfer command is translated into the appropriate QSIG messages. Starting point is call transfer by line interconnect ("tromboning"). Qsig Single Step Transfer This transfer type will only work on Diva Server boards where the CAPI transfer command is translated into the appropriate QSIG messages. SingleStepTransfer is described in ECMA 300. Only useable for blind transfers. No takeback possible when using this transfer method. Music on hold file name This speech file is played in a loop to emulate music on hold when the call transfer type is set to call tromboning (line interconnection). This type of call transfer is completely PBX dependent. Lines used for outbound calls Here the range of lines that can be used for outgoing lines is entered. E.g. 1, 3, 5-8 means that on lines 1, 3, 5, 6, 7 and 8 an outgoing call can occur. Lines used for outbound faxes Here the range of lines that can be used for faxes is entered. Algorithm to select an outbound line • Reverse Cascade Start searching from the last line in the outbound line range. •
Reverse Round Robin Start searching upwards from the line, just before the line on which the last call arrived.
Set the calling number for outbound calls When a multi-controller is installed (in most cases when there is more than one CAPI board installed), this setting involves extra behavior: Every msn defines the calling number that is to be used for each controller in case of dial out. msn1 defines the calling number for controller 1; msn2 for controller 2, and so on. This calling number is required by some PBXs to be able to dial out.
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Telephone number construction
Dial-Out begin sequence This sequence will be dialed first, even before the "prefix to dial an internal line" or "prefix to dial an external line" access sequence. One or more commas can be used to include pauses. Dial-Out end sequence This sequence will be dialed after the number has been dialed. One or more commas can be used to include pauses. Prefix to dial for an internal line The sequence used as a prefix for a call to an internal number. Because of the introduction of Perfect Call, we have the possibility to check on dial tones instead of waiting for a certain number of milliseconds. Example: If we dial an external number now, we’ll compose next string: ,0,037604040 Meaning: Wait for 0,5 seconds Dial a zero Wait another 0,5 seconds Dial the rest of the telephone number VoiceXML Module (VXML22)
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The reason of the delay is that we have to wait for a dial tone. First the dial tone from the PBX (Local dial tone), and after dialing the zero, we have to wait for the dial tone from the public network (International dial tone). As mentioned before, Perfect Call can detect dial tones. Our dial string will look like this: L0I037604040 Meaning: Wait for a local dial tone Dial a zero Wait for the international dial tone Dial the rest of the telephone number This principle will work much faster and more stable as the previous one. Prefix to dial for an external line The sequence used as a prefix for a call to an external number. (for a more thorough explanation, refer to “Prefix to dial for an internal line”) Internal number length The maximum number of digits in an extension. Maximum length of a local number This is the maximum length of a number without area code and toll indicator. This setting is only used when a toll indicator has been defined. It is used to determine whether an area code in the number should be looked for. Always use the local zone number If this check box has been selected, the local area code will not be removed from the number, even when it is a call for the same area. I.e. an area code is also used for local number. Local zone number When a number that has to be dialed starts with this local area code, the code will be stripped, unless the setting "Always use the local zone number" is selected. Toll indicator Only used for the US (in this case the value is "1"). It specifies an extra digit that can precede the area code and that is used when dialing a number for which you have to pay.
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DDI Layout
Call Type Holds the description of the call type; e.g. “Diverted internal call on busy”. Call Route Specifies the call route property for this particular call type: Direct Diverted Originator Specifies the originator for this call type External (default) Internal Reason In case of a diverted call (Call Route = Diverted), this property specifies the reason of for the diversion. Busy No answer Not applicable Unconditional Unknown
VoiceXML Module (VXML22)
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DTMF DTMF Generation
Tone Duration Length of DTMF for dialing specified in intervals of 10 milliseconds. Default is 10; meaning 100 ms. Gap duration Time between DTMF digits specified in intervals of 10 milliseconds. Default is 5; meaning 50 ms.
DTMF Recognition
DTMF recognizer to use This parameter sets the type of the DTMF recognizer : Built in for Voxtron's self made recognizer, or Capi driver to use the recognizer of the CAPI driver (if available). On passive CAPI cards, it's is recommended to use Voxtron's DTMF recognizer because the CAPI DTMF recognizers often detect invalid digits. On active CAPI cards, with a lot of on-board processing capabilities, the CAPI DTMF recognizer may produce better results. Default: Built in
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Note: If you select Capi driver here, “Tone duration” and “Gap duration” will also have to be filled in.
Message waiting indicator
Group number These numbers serve for identifying groups built up according to the settings defined via a certain MWI method for a number of extensions. Method Different methods are possible depending on the hardware platform your IVR has been installed on. •
None
Not possible to control message waiting indicators •
Setup
sends PBX specific MWI (de)activation codes in a SETUP message •
Qsig Facility
sends PBX specific MWI (de)activation codes in a FACILITY message •
Serial
The control of message waiting indicators happens by sending commands over a serial l ink or over a phone line to the PBX.
VoiceXML Module (VXML22)
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Voxtron Communication Center Range of extensions The list of extensions. Special characters are: * = all extensions , = enumeration separator - = range indicator Example: 1-50,100-200 MWI Method: •
None
Not possible to control message waiting indicators •
Setup
–
MWI On Prefix
First part of the message for turning on the message waiting indicator. This prefix is placed in front of the mailbox number. –
MWI On Suffix
Last part of the message for turning on the message waiting indicator. This prefix is placed after the mailbox number. –
MWI Off Prefix
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MWI Off Suffix
Last part of the message to switch off the message waiting indicator. This prefix is placed after the mailbox number. –
MWI CIP Value
Compatibility Information Profile used to set up MWI requests. This parameter influences the ISDN information elements Bearer Capability, Low Layer Compatibility and High Layer Compatibility. Possible values: * 24 (default): * 1: * 4: * 5: * 16: –
Message Handling Systems in accordance with X.400 Speech 3.1 kHz audio 7 kHz audio Telephony Set calling number for MWI
Select this check box when this parameter is required to set the calling number for MWI requests. Some PBXs require this (a valid originator of a call). The calling number is then read out from the table Calling Numbers. •
Qsig Facility
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Use Cornet extension for setting MWI
Specify if Cornet (= Siemens proprietary) protocol extension must be added to the standard MWI facility message. –
D-Channel to use for setting MWI
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Message Center ID
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User number that sets MWI
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Basic service
Specifies the “Basic Service”, coded in accordance with ETS 300 196[D.5], used to code the MWI supplementary service request. Possible values: * 0 : all services (default) * 1 : speech * 2 : unrestricted digital information … •
Serial
–
MWI On Prefix
First part of the message for turning on the message waiting indicator. This prefix is placed in front of the mailbox number. –
MWI On Suffix
Last part of the message for turning on the message waiting indicator. This prefix is placed after the mailbox number. –
MWI Off Prefix
First part of the message to switch off the message waiting indicator. This prefix is placed in front of the mailbox number. –
MWI Off Suffix
Last part of the message to switch off the message waiting indicator. This prefix is placed after the mailbox number. –
Maximum Wait time for MWI Acknowledge
Only used for serial notification way. Specifies the maximum time to wait for the MWI acknowledge message of the PBX after sending the MWI command. In case this timer is passed, an MwiFailure will be posted to the application. If not, the MWI succeeded event will be posted. Update: You should click the Ok button to save the modified settings. II-504
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Serial Port Configuration
Serial communication enabled Indicates whether a serial port is used to communicate with the PBX. Only if this check box is selected, will the drop-down lists and combo boxes underneath be enabled. COM port Here the serial port that should be used for serial communication with the PBX. The PBX can use the COM port of your PC to send information to the IVR. Default = COM1 Baud rate Holds the bold rate at which the device should operate. Default = 9600 Parity Holds the parity scheme to be used. Default = No Parity Stop bits Holds the number of stop bits to be used. Default = 1 Byte size Holds the number of bits in the bytes transmitted and received. Default = 8 Terminating character Holds the terminating character of the messages Default = \x10
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HTTP cache
Min. document TTL threshold (seconds) If there has been a download from the server, it remains seconds valid. If the actual time is less than the entered time, it is not kept in cache. Default = 30 Max. total memory (KB) This is the maximum amount of memory that can be used for caching. Default = 102400 Management frequency (seconds) The frequency at which the cache is managed (deciding on what should be memory cached or on the hard disk cached). Default = 10 Cleanup frequency (seconds) The frequency at which the cache is cleared from expired items. Default = 60 Min. document size threshold (KB) An item should at least be KB for it to be cached. Default = 200
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HTTP settings
Max. simultaneous connections Fill in the maximum number of requests that can be made to the server at any instance. This setting is useful for controlling the load on your system. Default = 10.
License server
IP address IP address where the license server is located.
Port On this port number the license server listens and clients are connected. Changes to the port setting only have effect after the license service is restarted.
Request timeout License request timeout in milliseconds.
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Logging
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Log to file Trace information By selecting this check box, the logging will be extended with additional trace information.
Hall call control By selecting this check box, the logging will be extended with information regarding the interaction with the hardware, and specific call control information.
Hall media By selecting this check box, the logging will be extended with hardware specific information concerning the playing and recording of speech.
VoiceXML Detailed logging on VoiceXML files and commands.
CCXML Detailed logging on CCXML files and commands.
Javascript Detailed logging on Javascript execution.
HTTP Detailed logging on HTTP traffic. The values entered in in the Compress files older than, Delete files older than, Maximum file size and Minimum required free space on hard disk edit boxes are used to save hard disk space.
Log to event log You first have to select the Enable logging to the Windows Event log check box before you can select any basic or additional log types (Debug information, Errors, Exceptions, Warnings, Successful actions, Trace information, Hall Call control, Hal media, VoiceXML, CCXML, Javascript, HTTP).
Log to Syslog server You first have to select the Enable logging to the Syslog server check box before you can select any basic or additional log types (Debug information, Errors, Exceptions, Warnings, Successful actions, Trace information, Hall Call control, Hal media, VoiceXML, CCXML, Javascript, HTTP). VoiceXML Module (VXML22)
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Voxtron Communication Center Of course you have to fill in the IP address and Port number of the Syslog server before any logging can be generated on that server.
Outbound
Only if the Enabled check box has been selected, will you be able to fill in the edit fields below: Polling Host Polling Function Polling Frequency No Sessions
Polling Frequency No Free Line
Polling Return ID
URL of the web service web service function name (e.g. GetNextCall) the polling interval in seconds in case nothing happens (not busy with a call) default: 10 seconds the polling interval in seconds to look for a free line to start a call in case all lines are occupied default: 2 seconds web service function name in which the result of the call is reported (e.g.: NOFREELINE)
If you want to define dialout settings, click on the New button:
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Voxtron Communication Center The AccountId and AccessCode serve as identifiers for the user for which the hosting is done (VoiceXML in a hosting environment). Even if it is an internal user you can use these identifiers to distinguish between company departments for example.
Statistics
If you select the Statistics are enabled check box, call detail records will be dumped in the warehouse.
Telephony
Here the range of lines that can be used for outgoing lines is entered. E.g. 1, 3, 5-8 means that on lines 1, 3, 5, 6, 7 and 8 an outgoing call can occur.
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VoiceXML defaults
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VoiceXML settings
Here you can find the default parameters used by the VoiceXML engine. Default language Default = en-GB Maximum subdialog nesting In this edit field fill in the level to which you can have VoiceXML dialogs within your VoiceXML application. Default = 32.
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VOXTRON DIALER MODULE (DIAL12) Introduction
Via the Web Center you can configure the Voxtron Dialer module which is used for creating, configuring monitoring and measuring outbound campaigns. A dialer is a software application that uses a list of telephone numbers (campaign) as input and dials them according to a certain dialer algorithm. This dialer algorithm takes into account the information in the telephone number list, the status of the contact center agents to be dialed and the result of the calls that were made to the (campaign) customers (i.e. the callees). Possible dialing algorithms are preview, predictive and progressive. Preview dialing enables contact center agents to first view the available information about the customer and decide when to place the call. Agents have a limited time to decide whether to accept the call or not. The system delivers preview calls to agents automatically, taking into account the priority of the call and the skills of the agent to handle to call. Predictive dialing is a dialer algorithm used to call a large number of customers within a short period of time. This is possible by optimizing the agents’ time by reducing the idle times between connected calls and freeing the agents from dialing calls. Progressive dialing is similar to “preview dialing”, but the agent does not have the possibility to accept or reject the call. Agents have a limited time (during which they can prepare the call) before the call is launched.
Note: While preview dialing and progressive dialing use the CTI TAPI interface to launch a call, predictive dialing requires an IVR.
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Administration Dynamic blacklist
In a lot of countries there are public blacklists that have to be consulted before dialing a certain number, or companies may have proprietary blacklists on company systems. Since it is impossible to provide an interface for all of these systems, an open interface is provided that allows system integrators to write their own blacklist implementation. The interface is based on HTTP and if the Enable dynamic blacklist option is selected and a URL has been configured, this URL - appended with the number that will be dialed and the campaign ID - will be called. This can result in three possible outcomes: • The http call returns result 200 OK the number may be dialed
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The http call returns result 403 Forbidden the number is blacklisted and will not be dialed
•
The http call returns nothing or another error: the number will not be dialed but it will neither be treated as a blacklisted number (the blacklist system is assumed to be out of service). Since the result is undetermined, the safest option is then not to dial that number (else the number dialed may be on the blacklist) which will be the default choice. By selecting the check box Dial number if blacklist result is undetermined, this behaviour is changed and the number will be dialed if the result is not 200 or 403. The customer must then take into account that it is possible that numbers that are on a dynamic blacklist are called.
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Legal guidelines
In a number of countries there are regulations for outbound call centers defining certain values for a list of parameters that must be taken into account when generating calls. These lists of values for these parameters are further referred to as a legal guideline. Legal guidelines are defined centrally in the administration and in the campaign properties you have to select the guideline that must be taken into account.
Note: Legal guidelines, just as blacklists, work on a specific telephone number and not on a campaign or record. For example, if you launch two campaigns in Germany, both campaigns must respect the legal guidelines with respect to the numbers and attempts in both campaigns. By consequence, the legal guidelines are managed centrally and the rules defined in them are applied to the numbers of all campaigns that have that legal guideline assigned! By organizing guidelines like this, it is possible to assign a guideline to all German campaigns, and to all Belgian campaigns, both taking into account the local regulations, but not all have to respect the same regulations. Two regulations are predefined: DDV/CCF (for Germany) and Ofcom (for UK and US). I.e. if you select one of these two, all the parameters beneath will allready be filled in: Legal Parameter DDV/CCF Minimum Ringtime (sec) 15 Maximum Ringtime (sec) 40 Max. throughput time after answered by the callee (sec)2 Max. number of call attempts per callee 5 Max. number of call attempts per callee - time window Lost Calls/Total Calls % 3% Lost Calls/Total Calls % - time window (hours) Lost Calls/Total Calls % - campaign window No (predictive) call back within next (hours) 72
Voxtron Dialer module (DIAL12)
Ofcom 15 2
3% 24 72
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Next to this, you will of course be able to save a template with your own values of the parameters. Once it is saved, you only have to select it for your campaign. You can do this by clicking the New button:
Min. Ringtime (sec) Max. Ringtime (sec) The minimum ringtime refers to the number of seconds that the Dialer is obligated to ring the phone of the callee. The maximum ringtime is then the maximum number of seconds that the Dialer is obligated to ring the phone of the callee. Max throughput time after answered by the callee (sec) During this time, in some country guidelines, no commercial messages but an official message needs to be played in the IVR. This moment can take only a few seconds according to some guidelines and can be configured here. Max. number of call attempts per callee The number of call attempts per callee should be limited within a certain time frame. You can fill in in the time window days or hours. Lost calls (nuisance) Lost calls are also called nuisance calls and need to be avoided. This can be configured as a percentage of the total number of calls, made within a certain time frame (Lost calls/Total calls (%) edit box). To calculate the total number of calls, you take all the reached campaign calls. In the case of a lost call, the concerned callee should not be called back within a certain time frame . Regulations differ here. Hours or days can be filled in. II-518
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Phone types
You need to define different types of phone (mobile phone, home telephone, office telephone, …). Phone types are defined on the Dialer level, not on a per campaign basis, because in general the phone types can be reused for different campaigns. When you click on the menu item DIAL12 | Administration | Phone types, you will find an overview with all different types of phones that are already created. You will be able to delete them by clicking on the concerned delete button and edit them by clicking on the concerned button . If you want to create a new phone type, you have to click on the New button.
New Click the New button to add a new phone type.
Note: The above picture of the Modify a phone type (that you get when clicking a Phone type name in the Phone types overview window) is the same as the Add new phone type window you get when clicking on the New button Fill in the Name and Description edit boxes with self-explanatory names and explanations that will then appear in the ‘Phone type name’ and ‘Description’ columns of the ‘Phone type Overview’ explained previously. Voxtron Dialer module (DIAL12)
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Validity When you have defined a phone type, you can set up a (number of) rule(s) for when to use that particular phone type.
For example: Use the office numbers between 09am-5pm on working hours.
Priorities In DIAL12 | Administration | Priorities, the priority weights can be defined:
Priorities for which nothing is filled in will be considered 0. Which means that they will always end up at the end of the list (this does not mean they will never be selected)! The priority of a campaign is a number between one and ten (being the top priority). Each of the numbers correspond with a particular weight. This mechanism makes sure that even though campaigns have different priorities, it is not always the one with the highest priority that will be chosen The administrator can define per priority what the corresponding weight is. When a priority is assigned to a campaign, the dialer will try to launch calls with respect to the campaign weights. The weights can be freely chosen. Suppose the system administrator defines that there are three priorities: II-520
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Priority 1 with a weight of 60
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Priority 2 with a weight of 30
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Priority 3 with a weight of 10
This means that for all campaigns that are active, the dialer will try to launch calls in such a way that the ratio of launched calls strives to the ratio of the defined weights. Whether priority 1 or 10 is the highest depends completely on the weight parameters and is thus not defined upfront, and can be customized by the administrator to suit his/her needs. Also, the weight is not a percentage, since there can be multiple campaigns with the same weight. For example: Campaign A has priority 2 Campaign B has priority 1 Campaign C has priority 2 Campaign D has priority 3 Given the priority for each of the campaigns, we know the weight of the campaign and if we know all the weights, we can determine how many percent of the attempts should be done for that particular campaign.
From the dialer records we know which attempts are done for which campaigns, so we can calculate the distribution of the attempts in percentages per campaign. As the definition of priority is that we strive to match the weights of all campaigns as close as possible, the priority will be given to the campaign with the biggest difference between needed and done attempts. This mechanism enables us to define priorities for the campaigns, and campaigns with bigger weights will get more calls (since their difference will in general be bigger) but still campaigns with a lower weight will be selected.
Note: Priority is an indication for which campaigns should be considered first. This does not mean that the call attempts will be done for the first campaign. This depends on a large series of other parameters (are there agents logged in for that campaign, are there agents with matching skills, are there valid numbers to be dialed) and it can thus also very well be that a campaign with a very high priority is less chosen than one with a higher priority. The priority only differentiates if all other conditions are equal.
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Static blacklist Here you can either upload a file with telephone numbers (in .txt or .csv format) that cannot be called by the system. The numbers are stored in the VCC database and are checked each time a call must be made. If an agent blacklists a number, it will also be added to the internal static blacklist. Creating your blacklist consists of three steps: Step 1: Data location
Define the location of your file by clicking the Browse button and indicate whether the first row of your file contains column names by selecting the check box. Finally, you should indicate the specific delimiters of your file (.txt or .csv file) by selecting the appropriate one from the Delimiter drop-down list (“;”, “,” or a space). Click the Next button and execute step 2. Step 2: Data mapping
Here you have to map the data in your file for the system to know where the column of telephone numbers is situated. This comes in handy if you have a flat list of customers with all their telephone numbers (at home, at the office,…). If you only have a flat list of telephone numbers, you only have to use one blacklist telephone number in your mapping. Only the numbers are stored internally in the system in a single column data table for the blacklist; the relations between the numbers are ignored as this is not relevant for blacklist checking (only the telephone number is checked on).
Note: Take into account that number formatting should be equal to the format used for providing the different records for the campaign. II-522
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Click the Next button and execute step 3. Step 3: Results
In this final step, you will get to see how many blacklist telephone numbers have been imported and how many blacklist telephone numbers you have uploaded so far.
Blacklist management
The blacklist management page(s) give(s) an overview of all the phone numbers on the blacklist, and allow create /delete /modify the numbers on the list. On top of that, it is possible to export the complete list to a csv or excel file ( ).
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Campaign management
By clicking the Campaign management menu item (DIAL12 | Campaign management), you will get an overview of all created campaigns with an indication whether they are currently active or not (in the Status column). You can activate a campaign with one click on the Start toggle button and you can inactivate it by clicking the Stop toggle button . You can delete or duplicate campaigns by respectively clicking the buttons .
and
Note: When you duplicate a campaign, all campaign settings will be duplicated, except the campaign data. These data will have to be re-imported. When you want to delete a running campaign, you will be notified and the agent that has logged on for the queue associated with that particular campaign will be notified and prompted to contact his/her team leader or administrator for further actions. You can also import and export campaign data here by clicking the appropriate button. Clicking the Import button , enables you to upload data to your campaign in a flexible way, even when the campaign is running. An import data wizard will be started up consisting of three steps: Step 1: Data location
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Define the location of your file by clicking the Browse button and indicate whether the first row of your file contains coloumn names by selecting the check box. Finally, you should indicate the specific delimiters of your file (.csv, .txt or .xlsx file) by selecting the appropriate one from the Delimiter drop-down list (“;”, “,” or a space). If data have already been uploaded for this campaign, you can select the option Remove duplicate records. Click the Next button and execute step 2. Step 2: Data mapping
Here you get an overview of all datafields that have been found, together with the value in he first row.
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All datafields a user wants to import (by selecting the Import check box next to the field) have to be mapped onto one of the following fields: Custom data data you can use in your campaign to display to the agent) Telephone 1,2,3, … a field can be marked as being one of the telephone numbers for that record. Phone type 1,2,3, … for each telephone number field, the phone type that has to be applied for that number also has to be configured. Skill The value of the field has to be used as a skill for this record Some custom data can be imported in order to be displayed to the agent when he/she is receiving the call (e.g. payment method, number of due invoices,…). You will be able to decide whether this info needs to be displayed or hidden for the agent by selecting the check box Assign as contact property. If the option is selected, this information will be shown in the contact properties screen. The two types of data Phone Type and Telephone (number) are essential components to build a campaign. Without these two elements, a campaign cannot be active. At least one telephone and one phone type needs to be mapped.
Note: The campaign center will use the telephone numbers as they are provided. It is the user’s responsibility to make sure a uniform format is used between all telephone numbers. Internal black list and legal rules on the telephone numbers will not reinterpret the telephone numbers that are provided. As such, it is up to the end user to decide which format is best fitted, but it is his/her own responsibility to use the same format for all data to make sure the numbers can be compared and the correct decisions can be made. You can map up to 4 telephones. The number of available phone types will vary according to the created phone types in the Web Center (refer to DIAL12 | Phone Type on page II-519). If no phone types are defined yet in the system, the user will receive an error message “Please create at least one phone type.” You can also decide to assign a skill to your customer data. The skill should of course exist in the contact center. When you select the drop-down boxes, only the skills linked to the same contact center to which the campaign has been assigned to will be shown. In that way, the skills of the database can be mapped with the skills of the contact center. These skills will then be used to link the most suitable agent to the contact. However, it is not necessary to have skills linked with your data, as it is already a prerequisite on a campaign level to assign skills. You also can decide per datafield whether it needs to be imported by selecting the Import check box next to it (some fields in your database might be irrelevant for this specific campaign). Click the Next button and execute step 3.
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In this final step, you get to see how many records have been imported and how many records will be displayed that are currently used by the campaign. Clicking the Export button , enables you to easily re-use campaign data for an existing campaign or to to export campaign data to a file (.txt .csvf or .xlsx) for monitoring reasons. You can export data in a flexible way, even when the campaign is running. The exported campaign data will not disappear from the initial campaign.
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An export data wizard will be started up consisting of three steps: Step 1: Define your data to export
Here you have to select what data and/or contacts you want to export by selecting the appropriate check boxes. Mark exported records as ‘exported’ When this option is selected, all the records that are exported during the campaign export will be marked as ‘exported’. When combined with the Export records that are not marked as exported filter, it can be used to filter out already exported records during a campaign export. Global filter Export records that are (in)active A global filter will be added to filter on either active or inactive records, or both. Global filter Export records that are (not) marked as exported A global filter will be added to filter on records that are or are not marked as ‘exported’, or both. Global filter Export records that are created before/since A global filter to filter on the record’s creation date. If the filter is not selected, all records are returned independent of the creation data. If selected, only the records that are created before/since the selected date are returned. II-528
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Filtering on record status Deleted It is possible to filter on records that were deleted by the user. The ‘Filter on attempts’ will be extended with an option to filter on invalid numbers (At least once invalid number). At least one of the attempts for this record failed because the phone number was invalid or it was a fax machine. Click the Next button and execute step 2. Step 2: Define the location to export your data to
You can choose to export your data to an existing campaign or to a file by selecting the appropriate check box and file format option (in the latter case).
Note: Not all users will be able to export these campaign data. This is regulated in the Web Center in CC91 | Roles, Access Rights tab page. Refer to page II-2. Step 3: Report on the result
The result is depending on the selected export method.
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When having exported the data to another campaign it will report how many records were exported to the other campaign and the total number of records in that campaign. When it was an export to a file, it will present a link where the file can be downloaded so the user can save it to his/her local disk for further processing. On error, nothing will happen.
Note: When having exported the data, it will not disappear out of this specific campaign.
# Total Total number of calls (to do) in the campaign data. # Reach. Total number of calls that have been completed and the customer has been reached. # Fail. Total number of calls that have been completed and the customer was not busy, nor does he/she belong to the category ‘no answer’. The customer will not be called back however because his/her was blacklisted or not correct. Also the deleted records will be counted as failed. # Ong. Total number of calls that are currenty being performed (ongoing) by the agents. # Unt. Total number of calls that have not been initiated yet (untouched). # Man. Resch. Total number of calls that have been manually rescheduled by the agent. Also the deferred records will be counted as manually rescheduled. # Aut. Resch. Total number of calls that will be automatically rescheduled by the Dialer, because the customer was busy, did not answer, … Modus The dialing modus. In the current version of the Dialer (DIAL12), “preview”, “predictive” and “progressive” are possible. This will be the current dialing mode of the campaign. Refer to page II-515 for a description of the different dialing modes. It will be possible to plan a campaign in different time slots per day. As you can see in the overview, campaign 1 will be active on 01/02 from 08:00 to 09:00 and from 13:00 to 16:00. However, the data that will be shown will be the data valid for the whole campaign. It will also be possible to define the campaign over different days II-530
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New Click the New button to add a new campaign to the contact center. Enter the campaign properties in the three tab sheets that will be discussed subsequently: •
Administration
•
Rescheduling
•
Blacklist
•
Legal
•
Profiles
Administration
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Campaign name Here you have to enter the name of the new campaign Validity Per day you can define different time slots, by selecting the day from the concerning drop-down list and fill out the two edit boxes next to it (Start and End). By clicking the Add button subsequently, you have added a time slot (you can have several time slots per day). You can delete a time slot by clicking the delete button at the right of it. If you want to change a time slot, you first have to delete it and create a new one according to your wishes. It is possible to define a Start and an End date for a campaign. These dates limit the period a campaign can be running. Start and end date must be seen in cooperation with each other. A campaign can be active but as long as the start date is not reached (and the end date is not passed), it will not run. When the start date is reached, it will begin to run. A campaign that is not active and the start date is reached will not run because not marked as active. The same goes for the stop date. An active campaign will automatically stop running when the end date is reached. If the end date is reached, activating a campaign will have no effect. The till % reached can be chosen to configure the percentage reached records. This option can be chosen on top of the End date as an extra criterion to end the campaign.
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Assign to contact center Assign to queue You can assign the campaign to a single queue in a specific contact center instance by selecting the contact center instance and the queue from the respective drop-down lists.
Note: If you want to have your campaign treated in different queues, you can split up your campaign data , create two campaigns and assign each campaign to one queue. The same goes for the contact centers. The assignment of a queue and a contact center are imperative to create a campaign (and to be able to route the contact to the right agent). If this condition is not met, the user will receive an error message. Skills By assigning skills to your campaign, you can be sure that the contacts that are generated by the Dialer, will go to the agent with the appropriate skills. For example, if you create a campaign with skill ‘Dutch’, the calls generated by the Dialer, will only go to the agents with skill ‘Dutch’. It is also possible to use skills in your campaign data. In that way, you will be able to define on a per customer basis, which skills are necessary to serve the customer in an efficient way. This means that all skills will be added on a customer level. For example, in the above campaign that was created with the skill ‘Dutch’, we could have a customer in our campaign which requires the skill ‘Axxium product knowledge’. For this specific customer, an appropriate agent will be looked for having the skills ‘Dutch’ and ‘Axxium product knowledge’. If no skills are attached on a per customer basis, only the campaign skills will be taken into account. The skills that will be shown in the selection box, are the skills that have been created in the above specified contact center instance. So, this means that skills have to be created first in the contact center in order to use them in a specific campaign. Dialing modus Via the drop-down list you can select the dialing mode for your campaign. In the preview mode, the agent will be able to accept or requeue the call. However, in order to have an efficient and productive system, you will also be able to set a timing on this before the call gets automatically requeued to the following free agent (only when “preview” or “progressive” have been selected). I.e. via the Time span of call being presented to the agent before requeueing (in case of “progressive”, Time span of call being present to the agent before call is launched) edit box you can define the time span of the call preview information that will be presented to the agent before the contact is requeued again (in seconds) or in case of “progressive dialing”, before the call is launched. Voxtron Dialer module (DIAL12)
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Note: This version of the Voxtron Dialer Module makes use of the preview, predictive and progressive dialing modes. If you have selected “predictive” here, the Time span of call being presented to the agent before requeueing edit box will be dimmed, but the Overdial percentage edit box will become available (in case of “preview” or “progressive”, this would be dimmed). If you have selected “predictive” here, there is an option available for static or dynamic overdial. I.e. the “overdial percentage” gets two different meanings: in the case of static, it is a fixed overdial percentage, while in case of dynamic, it is a maximum overdial percentage. If you have selected “preview” or “progressive here there will be an extra configuration field (Allow multiple number dialing) to enable or disable multiple number dialing. Dialing type If the dialing modus selected in the Dialing modus drop-down list is Preview or Progressive, you will be able to select a dialing type here (“TAPI”, “Dial over IVR” or “Dial initiated by IVR”). IVR used for dialing When predictive dialing has been selected in the Dialing modus drop-down list, you will be able to select the IVR that will be used for making the outgoing calls. Priority Via the drop-down list you can give a priority from 1 to 10 to your campaign and one special value being top priority. I.e. when a call has to be launched or proposed, the Dialer will first take the calls of the campaign with the higher priority.
Note: Because a campaign with a higher priority could monopolize all outbound time, an administrator can define the percentage of calls per priority on the total campaign calls. Refer to DIAL12 | Campaign management | Priorities, on page II-539. Top priority is an “exceptional” priority that if assigned to a campaign, means that if there is a call that can be made for that campaign, it will be made. Other campaigns will only be evaluated, taking into account their priority, in case there is no call to be made for the campaign with top priority. There can be only one campaign with top priority active at all times (this means there can be multiple campaigns with top priority defined but only one of them can be active). Outgoing number Via this edit box you can configure the number that will be displayed for the callee. II-534
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Note: Whether this functionality will work, will mainly depend on the type of PBX and the network supporting this type of functionality. Also the method used for dialing will affect the usage of this field. In a TAPI environment, TAPI seldom allows setting this value, so in case of preview modus, where TAPI is used, the setting will have very little effect.
Rescheduling Via the Rescheduling tab page you can define rules for the action to take in case a call fails (Busy, No Answer or Dropped Call).
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Automatic rescheduling A Reschedule rule defines which actions to take next when a call fails (Busy, No-Answer, etc.). In the rules, different reschedule intervals for different call outcomes can be configured: Busy No-Answer Lost call Dropped call If a call is busy, it is assumed that this is a good number and even more, the callee is available but temporarily doing another call. If this is the case, the best option to reach this person is to call him on the same number (On busy, when using the same number) after a limited amount of time (in the assumption he is doing a normal call). Therefore a time out is used to reschedule the call a number of times with the same number. This would normally be a limited time since normal calls don’t take hours. This is done only a limited number of times, and after that the next number for that record is taken (On busy, when switching to next number). Of course, if this is another number, it is not very useful to call him with the same interval and it could be useful to apply a larger time out then to reschedule a call. In general, for busy attempts, the same number is reused in assumption that this is a good number. For a call that is not answered (On no answer), a different logic is applied. Since there is nobody answering the phone, the next number in the record can be switched to immediately. If there is only one number, or all the numbers turn out to be unusable, the same number will be rescheduled with a configuration time out, for a maximum number of times.
Note: When “predictive” has been selected in the Dialing modus drop-down list of the Administration tab page described previously, there will be two extra automatic rescheduling possibilities (On lost call and On dropped call). On top of the automatic rescheduling possibilities described here, you can also define the global maximum number of call tries in the Overall maximum number of reschedules. Enable manual rescheduling for this campaign When manual rescheduling is enabled by selecting the appropriate check box, there are five different options:
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Agent can fill in specific call back number If this check box is not selected, the rescheduled call will use the same number as the call that caused the reschedule and all other numbers will not be used anymore. If this check box is selected, and the agent provides a number, that number will be used for that record and all the other numbers will not be used anymore. If the check box is selected, but no number is filled in, the same number will be used as the original call and all other numbers of the record will not be used anymore.
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Use phone type validation for manual rescheduled calls If a call is manually rescheduled, the option can be selected to ignore phone type. This option is needed because else the phone type could prevent the number from being dialed, even if the callee explicitly requested it. If this check box is not selected, it could be that a manual rescheduled call will not take place on the requested time because the phone type indicates this is not a valid number. In case a specific callback number is entered by the agent (see previous option), it is not known which phone type corresponds to this number and as such this option will not be taken into account.
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Use blacklist for manual rescheduled calls For the same reason, it is possible that people want to avoid that the blacklist is checked on a manual rescheduled call, since it could be strange that one would check the blacklist if the customer explicitly requested to call back. Of course, when it is a must in a specific company/country to always check the blacklist in all cases, this must also be possible.
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Apply legal restrictions for manual rescheduled calls For the exact same reason there is also the option to work around the legal check of a number by not selecting this check box.
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Route manual rescheduled call to same agent Finally, there is an option to route the a manual rescheduled call to the same agent. This could be useful because the agent and the callee spoke once before (when rescheduling the call) and thus it is customer friendly to engage the same agent. However, it could be that the agent is not in the contact center anymore at the time the call must be rescheduled. In this scenario, there are two things the dialer can do: wait for the agent until he/she logs in (which can take hours, weeks, months, and be never) or try to respect the callback time that was agreed and use another agent (Route to other agent after reschedule time exceeded by <> minutes). This is done by selecting the appropriate check box and entering the time in minutes that the dialer will take into account after the agreed callback time for determining whether or not the call can go to an agent other than the one that rescheduled the call.
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Blacklist
There is a internal static blacklist in the dialer module (lists from within your company), and an option to configure a dynamic blacklist (lists that are available on the internet composed by the government) (refer to page II516). Next to this, there is also the option that an agent can blacklist a particular number in case the callee explicitly requests this. In some situations however, it is possible that one campaign must check one or more of the blacklists or provide the manual blacklist option, and other must not do that. For example, in Belgium there is the Robinson list which marketing companies apply (on a voluntary basis) for marketing campaigns only. To fit the different situations in different companies, countries, … there are a number of configuration options available. For both the static and dynamic blacklists it is possible to enable/disable them (by (de)selecting the appropriate check boxes), and if they are activated, it is possible to have the complete record blacklisted when one of the numbers in the record was blacklisted. This can be useful to make sure that a customer which is on the blacklist for one number, is later on still called for another number. It is also possible to enable blacklisting by the agent (by selecting the appropriate check box). When this is activated, the agent has the option in the client screen (refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main Window) to blacklist the number (upon request of the callee) and this will add that particular number to the dialer’s internal blacklist. An additional option is available to immediately blacklist all the numbers of that record to make sure this customer is not called anymore (for example). When a number is blacklisted based on the static or the dynamic blacklist, that number will be marked as blacklisted and depending on the configuration options and numbers in the record, the complete record will be blacklisted. This is only stored for that record, and not for all other records. The reason is II-538
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Legal
Here you can find the legal guideline(s) that has/have been defined in DIAL12 | Administration | Legal guidelines. Refer to page II-517.
Profiles
Here you can add the different profiles of the contact center that this campaign points to.
Duplicate Click on the Duplicate button the campaign.
at the left from an existing campaign to duplicate
The following dialog window appears, where you should fill in the necessary fields and click the OK button.
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Delete Click on the Delete button campaign.
at the left from an existing campaign to delete the
A dialog window will appear, asking you to confirm your decision by clicking the OK button.
Note: Campaigns that are running cannot be deleted.
Configuration Contact Centers
This is a list of contact centers that the dialer module can use. These contact centers will then appear in DIAL12 | Campaign Management, in the Contact Center drop-down list of the Administration (General) tab page (when creating or modifying a campaign). Refer to page II-531. To add a contact center, click on the New button:
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Note: The above Modify a Contact Center dialog window has the same features as the Add a Contact Center dialog window. You can edit a contact center in the same window by previously having clicked the contact center link.
Dashboard provider For the Dialer to be able to publish dashboard parameters, the following configurations should be established.
General Enable dashboard Select this check box, if you want to enable dashboard functionality for this dialer.
Listen on port Enter the port number of the port on which the Wallboard Data Service listens. As several modules can publish parameters, this port number should be well considered, because it can only be used by one module at a time. Default is 48887.
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Parameters
Here you can select the available parameters for the dialer and define whether you want those parameters per campaign or not.
Parameters concerning the Dialer Accumulated records (this is in fact the situation at the end of the presentation interval) Total number of records (that were uploaded in the database of the campaign) This is the sum of the accumulated number of reached records plus the accumulated number of failed records plus the accumulated number of ongoing records plus the accumulated number of rescheduled records plus the accumulated number of untouched records. Accumulated number of reached records This is the number of records through which a customer was reached by a call on one of the provided telephone numbers in these records. Accumulated number of failed records This is the number of records through which a customer could not be reached by a call on one of the provided telephone numbers in these records, because the number was either busy, blacklisted or there was no answer (or a combination of these reasons). Accumulated number of untouched records This is the number of campaign records for which no attempt to reach the customer has been made yet. Accumulated number of ongoing records This is the number of records that are going on at the moment. II-542
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Accumulated number of rescheduled records This is the number of times an attempt was unsuccessful and rules (automatically because of busy, no answer or dynamically blacklisted) or the agent (manually) determine that this record should be tried again at a later date and time. Accumulated number of manually rescheduled records This is the number of times an attempt was unsuccessful and the agent determined that this record should be tried again at a later date and time. Accumulated number of automatically rescheduled records This is the number of times an attempt was unsuccessful and rules (because of busy, no answer or dynamically blacklisted) determined that this record should be tried again at a later date and time.
Records (i.e. spanning over a period in the campaign(s)) Number of reached records This is the number of records through which a customer was reached by a call on one of the provided telephone numbers in these records. Number of failed records This is the number of records through which a customer could not be reached by a call on one of the provided telephone numbers in these records, because the number was either busy, blacklisted or there was no answer (or a combination of these reasons). Number of rescheduled records This is the number of times an attempt was unsuccessful and rules (automatically because of busy, no answer or dynamically blacklisted) or the agent (manually) determine that this record should be tried again at a later date and time. Number of manually rescheduled records This is the number of times an attempt was unsuccessful and the agent determined that this record should be tried again at a later date and time. Number of automatically rescheduled records This is the number of times an attempt was unsuccessful and rules (because of busy, no answer or dynamically blacklisted) determined that this record should be tried again at a later date and time.
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Preview attempts Number of attempts blacklisted Number of times the dialer module checked a number which proved to be a blacklisted number. Number of attempts legal Number of times the dialer module checked a number which proved to be an illegal number (figuring on the legal constraint list). Number of attempts requeued Number of times the dialer module checked a number that was put through to the agent who requeued the call. Number of attempts no action Number of times the dialer module checked a number that was put through to the agent who took no action. Number of attempts reached Number of times the dialer module checked a number that was put through to the agent who reached the customer. Number of attempts manually blacklisted Number of times the dialer module checked a number that was put through to the agent who put the number on the blacklist. Number of attempts manually rescheduled Number of times the dialer module checked a number that was put through to the agent who rescheduled the call. Number of attempts invalid Number of times the dialer module checked a number that was put through to the agent who made the call but the number proved to be invalid. Number of attempts busy Number of times the dialer module checked a number that was put through to the agent who made the call but the number proved to be busy. Number of attempts no answer Number of times the dialer module checked a number that was put through to the agent who made the call but there was no answer. Number of attempts fax Number of times the dialer module checked a number that was put through to the agent who made the call but the number proved to be a fax number.
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Predictive attempts Number of attempts blacklisted Number of times the dialer module checked a number which proved to be a blacklisted number. Number of attempts legal Number of times the dialer module checked a number which proved to be an illegal number (figuring on the legal constraint list). Number of attempts lost Number of times the dialer module checked a number that was put through to the agent who lost the call. Number of attempts dropped Number of times the dialer module checked a number that was put through to the agent who dropped the call. Number of attempts reached Number of times the dialer module checked a number that was put through to the agent who reached the customer. Number of attempts manually blacklisted Number of times the dialer module checked a number that was put through to the agent who put the number on the blacklist. Number of attempts manually rescheduled Number of times the dialer module checked a number that was put through to the agent who rescheduled the call. Number of attempts invalid Number of times the dialer module checked a number that was put through to the agent who made the call but the number proved to be invalid. Number of attempts busy Number of times the dialer module checked a number that was put through to the agent who made the call but the number proved to be busy. Number of attempts no answer Number of times the dialer module checked a number that was put through to the agent who made the call but there was no answer. Number of attempts fax Number of times the dialer module checked a number that was put through to the agent who made the call but the number proved to be a fax number. Voxtron Dialer module (DIAL12)
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Number of attempts voicemail Number of times the dialer module checked a number that was put through to the agent who made the call but had a voicemail.
Progressive attempts Number of attempts blacklisted Number of times the dialer module checked a number which proved to be a blacklisted number. Number of attempts legal Number of times the dialer module checked a number which proved to be an illegal number (figuring on the legal constraint list). Number of attempts reached Number of times the dialer module checked a number that was put through to the agent who reached the customer. Number of attempts manually blacklisted Number of times the dialer module checked a number that was put through to the agent who put the number on the blacklist. Number of attempts manually rescheduled Number of times the dialer module checked a number that was put through to the agent who rescheduled the call. Number of attempts invalid Number of times the dialer module checked a number that was put through to the agent who made the call but the number proved to be invalid. Number of attempts busy Number of times the dialer module checked a number that was put through to the agent who made the call but the number proved to be busy. Number of attempts no answer Number of times the dialer module checked a number that was put through to the agent who made the call but there was no answer. Number of attempts fax Number of times the dialer module checked a number that was put through to the agent who made the call but the number proved to be a fax number. Number of attempts voicemail Number of times the dialer module checked a number that was put through to the agent who made the call but had a voicemail.
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Note: Calculated, custom and SQL parameters (refer to page II-308) do not appear in this list, since they are proprietary to the WDS module and only available in its specific configuration.
Interactive Voice Response
This is a list of IVRs that the dialer module can use (for predictive dialing). These IVRs will then appear in DIAL12 | Campaign Management | Campaigns, in the IVR drop-down list of the Administration (General) tab page (when creating or modifying a campaign). Refer to page II-531. To add an IVR, click on the New button. You can edit an IVR in the same window by previously having clicked the edit button.
Note: This window has the same features as the Add an Interactive Voice Response dialog window.
Max. simultaneous calls This is the maximum number of simultaneous calls that can be launched on that particular IVR, preventing a single dialer to use all lines of this IVR to be used for (predictive) campaign calls. Voxtron Dialer module (DIAL12)
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Logging
The extended logging settings for the dialer service are entered here. Changes to the logging settings have immediate effect without restarting the dialer service.
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Log to file Trace information By selecting this check box, the web contact service will extend the logging with additional trace information.
XML message By selecting this check box, the web contact service will extend the logging with the XML messages that are sent and received by the contact center service. The values entered in in the Compress files older than, Delete files older than, Maximum file size and Minimum required free space on hard disk edit boxes are used to save hard disk space.
Log to event log You first have to select the Enable logging to the Windows Event log check box before you can select any basic or additional log types (Debug information, Errors, Exceptions, Warnings, Successful actions, Trace information, XML messages).
Log to Syslog server You first have to select the Enable logging to the Syslog server check box before you can select any basic or additional log types (Debug information, Errors, Exceptions, Warnings, Successful actions, Trace information, XML messages). Of course you have to fill in the IP address and Port number of the Syslog server before any logging can be generated on that server.
Outgoing mail server
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Gathers the replies (outgoing mails) from the agent that should be routed to the customers. SMTP Server Outgoing mails (agent replies) are sent via an SMTP server. In this edit box the address for that outgoing server is defined. Port The port number of the outgoing e-mail server. If the SMTP server requires a login, select this check box and fill in the Login and the Password in the appropriate edit boxes. Use SSL Only by first selecting this check box (i.e. opting for a Secure Socket Layer certificate), you can use a specific client certificate of which you can enter the name in the Client certificate name edit box.
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Reporting
First week of the year Select the first week of the year from the drop-down list. In this way, week numbers can be displayed in the statistic reports. Scheduled statistics e-mail address E-mail address that scheduled statistics will be sent to. Presentation interval By selecting check boxes here, you define the Interval in the period edit field of the Report overview. Refer to the Report overview in Reporting | on page II347. Scheduling interval By selecting check boxes here, you define the list of items from which you will be able to select in the Every drop-down list in the Schedule edit field of the Scheduling tab page. Refer to Scheduling in the Skill Report on page II-436 (Reporting | Skill reports).
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CAMPAIGN EXPLORER Introduction The Campaign Explorer supports queries on campaigns and their records. It can be launched by selecting “Campaign Explorer” from the Business applications section. The behaviour of the Campaign Explorer is similar to that of the Contact Explorer (refer to Contact Explorer) and it is possible to store queries for personal or shared use and the queries will be accessible via URL to allow integration in the Client.
When the Campaign Explorer is started, a configuration page with a number of tabs opens to create a particular query: Period, Columns and Rows, Order, Filter and Profiles.
Campaign Explorer
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In the part above the tabs, the name of the query can be specified (Querey name), you have to indicate whether it is a shared query, if shared query is not selected, it is a ”personal query” and the campaign name needs to be selected from a drop-down list.
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Period
The Period tab allows you to set the different period selection (create date, scheduled for, last attempt date). You need to select the appropriate check box to activate that filter (at least 1, more possible). If no selection is made, a pop-up window appears when you want to run/save the query. When the check box is selected to activate that filter, and fixed date is selected, a start date and end date must be entered. On Time setting, the default values: from 00:00 to 00:00 is set, this means that there is no time filter, only date filtering, but you have the possibility to change this. Dynamic filtering on the ‘Scheduled for’ date must has the following predefined entries in the drop-down list for the future: • Next day •
Next Week
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Next Month
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Next Quarter
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Next Year
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Next N Days (with possibility to fill in a numeric value)
The fixed date (from and until) input is with a date picker. The fixed time (from and until) input is with a predefined check: __:__ where only numbers can be entered.
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Columns and Rows
The Columns and Rows tab allows you to select the fields that you want to see in the query output, plus some preferences regarding pagination. Possible columns: • Active state
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Create date
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Create time
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Customer ID
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Details
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Exported state
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Last attempt date
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Last attempt result
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Last attempt time
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Phone Type – Number
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Record status
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Scheduled date
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Scheduled time
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Order
The Order tab lets you select the order of the different fields in the query output. Possible values: • Active state •
Create date
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Create time
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Customer ID
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Exported state
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Last attempt date
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Last attempt result
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Last attempt time
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Phone Type – Number
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Record status
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Scheduled date
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Scheduled time
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Filter
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Administrative record states You need to make two choices: set active or not active or both active & not active and set exported or not exported or both exported & not exported By default, “Active & not active” is selected and “exported & not exported” is selected
Customer ID You can set 1 customer ID to search contacts. This field can be empty. If it is empty, no filtering on customer ID is done.
Skills Clicking on Add/remove skills, you can select all skills or select none.
Phone numbers Clicking on Add/remove phone numbers, you can enter one or more phone numbers. Adding a phone number is done as follows: • Phone type: choose from drop-down list with an extra value: “empty”. If you know the phone type: choose it or if you choose “empty”, all phone types will be used •
Operator: equal, not equal, like
•
Phone number: phone number or part of the phone number with wild cards (%)
When no phone number is set, there will be no filter on this item, meaning all contact are available, and filtering will be done by the other items.
Record status Clicking on Add/remove record statuses, you can select the available statuses, with the possibility to select all and select none. By default, “Ongoing” is selected.
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When no selection is made, a pop-up window should appear that you need to select at least one. The query should not be able to run (because result will always be 0 records).
Attempt status Clicking on Add/remove last attempt statuses, you can select the available statuses, with the possibility to select all and select none. It should be possible to leave this empty (new records have an empty value for this field).
Contact properties
Profiles
The ‘Profiles’ tab allows you to select the profiles that this query will be part of.
Result When you run the query, the output will show a list of records with the configured columns. In the first row below the header, there are list filters to quickly find particular record entries in the output. The state buttons can be used to manipulate the Active, Deleted and Exported state. II-560
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The Details column will show a ‘view’ button that can be clicked to open the details of the record. The Details view will show all the record information including the skills and properties, and will list all the attempts that are associated with this record. With each attempt, a link will be available to open the related ‘contact details’ screen in the contact explorer, if available.
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WEB CONTACT SERVICE MODULE (WCS12) Introduction Webchat is implemented in the VCC via the Web Contact Service module. This module implements a connection with the CC module on the one side (refer to PART FOUR: VOXTRON CLIENT 9.1) resulting in the contact type “webchat” and the “webchat center”, and a SOAP web interface and an ASP.NET sample application (see picture below) installed automatically with the Web Center on the other side (customer’s side) providing a set of functions making it possible to implement such a webchat client in a web page. VCC Client interface:
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Possible customer interface:
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Logging
The extended logging settings for the web contact service are entered here. Changes to the logging settings have immediate effect without restarting the web contact service.
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Log to file Trace information By selecting this check box, the web contact service will extend the logging with additional trace information.
XML message By selecting this check box, the web contact service will extend the logging with the XML messages that are sent and received by the contact center service. The values entered in in the Compress files older than, Delete files older than, Maximum file size and Minimum required free space on hard disk edit boxes are used to save hard disk space.
Log to event log You first have to select the Enable logging to the Windows Event log check box before you can select any basic or additional log types (Debug information, Errors, Exceptions, Warnings, Successful actions, Trace information, XML messages).
Log to Syslog server You first have to select the Enable logging to the Syslog server check box before you can select any basic or additional log types (Debug information, Errors, Exceptions, Warnings, Successful actions, Trace information, XML messages). Of course you have to fill in the IP address and Port number of the Syslog server before any logging can be generated on that server.
Network Settings
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Contact center service address The IP address where the Contact Center Service is located.
Contact center service port The port settings for the contact center service are entered here. On this port number the server listens and clients are connected. Changes to the port setting only have effect after the Contact Center service is restarted.
Operational Settings
You will only have this page if Allow webchat has been selected in CC91 | Configuration | Interactions.
Agent behaviour Number of seconds before auto log off The value filled in in this edit box defines the duration (in seconds) in which the agent to whom the web contact is routed, should respond. If this duration is exceeded, the agent will be automatically logged off by the contact center service. Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main Window.
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Contact behaviour Contact inactivity timeout The value filled in in this edit box defines the time (in seconds) after which the contacts that have not had a status and/or content update will be automatically ended. Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main Window. Contact expire timeout There is no connection anymore with the web contact service within the number of seconds filled in here. After this time the contact expires. Refer to PART FOUR: VOXTRON CLIENT 9.1, chapter AGENT, section Main Window.
Web Service
Web Chat Service Address This is the address of the computer on which the web contact service is installed.
Web Service bind port TCP/IP port which the web contact service will connect to and listen to. On this port number the service listens and the web application is connected.
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Number of Web Service threads Per allowed webchat a minimum of two web service threads should be defined. If for example there are 10 agents having the webchat interaction, 20 threads should be defined to prevent any problems in case all 10 agents are chatting simultaneously.
Web Service accept timeout The value entered here is the time in seconds after which the web service stops listening on the port.
Webchat
Web chat conversation page address Here you can fill in the world wide web address to the ASP.NET page the agent will get to see.
Content polling timer This interval specifies the number of milliseconds between every poll for new content (status changes of web contacts).
Content polling times The web service will try this number of times to poll for new content every number of milliseconds entered in the Content polling timer edit field. Web Contact Service Module (WCS12)
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Days to keep active content All web contact data older than the number of days date defined here will be deleted (i.e. the content of active webchat sessions). The information in the warehouse/datastore regarding these contacts, however, will not be deleted because it might be needed for generating statistics.
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WALLBOARD DATA SERVICE MODULE (WDS21) Introduction Via the Web Center which is a web based interface you can configure this module that is used to configure (a) dashboard(s) with an overview of VCC module(s) activity. Schematically it looks like this:
A number of VCC modules (Contact Center, IVR, VoiceXML, Dialer, Email Response Management) have a list of wallboard parameters that can be published. The dashboard services (WDS) become clients to one or more VCC modules. The list of modules that it must connect to must be defined Dashboards are designed per dashboard server, so each dashboard can only hold parameters of the modules connected to it Via the acces rights (refer to page II-3) users can see their own CC with the objects they are allowed to see. Wallboard Data Service Module (WDS21)
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Voxtron Communication Center The dashboard service manages also parameters from other sources. The dashboard has an SDK that enables other software/components/parts to push data into the dashboard service so that it can be published on the dashboards. The dashboard service can also fetch other parameters from other sources (e.g. SQL databases). Dashboard modules must be installed separately and at least one must be installed to make dashboarding possible.
Calculated parameters Although the parameters of the dashboard enabled modules are “predefined” and constitute fixed lists, there are also calculated parameters, custom parameters and SQL parameters that users can call upon when designing their dashboards.
Click on the Add calculated parameter button to create a calculated parameter:
Enter a self-explaining name for the parameter in the Name edit field. Select the datatype for the parameter from the Datatype drop-down list. This can be Integer, Float, String or DateTime. Enter a Perl expression in the Expression edit field. Click on the Add alias for parameter calculation button to add an alias to your parameter.
Note: Since one WDS module can connect to multiple contact centers or other modules having the same parameter names, aliases have been introduced. So, if you want to use another parameter from the WDS module, you have II-572
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Depending on the Parameter type you select from the Parameter type drop-down list (VCC module, monitor, custom, SQL, calculated), the Add alias for parameter calculation dialog window will differ. Refer to page II-308. This also implies that calculated parameters can use other calculated parameters.
Note: A calculated parameter formula is a Perl command. This means that a valid installation of Perl is required and the formula must be specified according to Perl rules. To set the value of the custom parameter, the script can assign the value to a predefined variable called “$Result”. So a valid rule would look like “$Result = $Alias1 + $Alias2;” A calculated parameter can always be modified or deleted by clicking on the appropriate button at the left of the concerned parameter ( or ).
Custom parameters Although the parameters of the dashboard enabled modules are “predefined” and constitute fixed lists, there are also custom parameters, calculated parameters and SQL parameters that users can call upon when designing their dashboards.
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Click on the Add custom parameter button to create a custom parameter:
Enter a self-explaining name for the parameter in the Name edit field. Select the datatype for the parameter from the Datatype drop-down list. This can be Integer, Float, String or DateTime. A custom parameter can always be modified or deleted by clicking on the appropriate button at the left of the concerned parameter ( or ).
SQL parameters Although the parameters of the dashboard enabled modules are “predefined” and constitute fixed lists, there are also SQL parameters, custom parameters and calculated parameters that users can call upon when designing their dashboards.
SQL parameters use free SQL syntax, where • Each variable of the SELECT statement will be treated as a wallboard parameter. •
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Each output variable of an EXEC statement to a stored procedure will be treated as a wallboard parameter.
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Notes: It is only possible to enter one SELECT statement or one EXEC statement. It is possible to select multiple values at once. It is possible to have multiple output paremeters at once. If a select statement is used that returns multiple rows, only the last row is used to get the values for the parameters. Click on the Add SQL parameter definition button to create a custom parameter:
Enter the SQL server connection parameters in the SQL server, User name and Password edit boxes. Enter the database to use on the SQL server in the Database name edit box. Enter your Free SQL statement defining the parameters to fetch in the SQL statement edit box.
Note: For a more extensive description of the Free SQL syntax, refer to the section Free SQL syntax in PART THREE: IVR DEVELOPER’S GUIDE. Enter the refresh interval of the parameter which is minimum 5 seconds. An SQL parameter can always be modified or deleted by clicking on the appropriate button at the left of the concerned parameter ( or ).
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Configuration Connection settings
WDS Service address The IP address where the Wallboard Data Service is located.
WDS Service port The port settings for the Wallboard Data Service are entered here. On this port number the server listens and clients are connected. Changes to the port setting only have effect after the Wallboard Data Service is restarted.
Service keep-alive interval Polling time between the dashboard client and the Wallboard Data Service.
Service reconnect period Interval duration in seconds that the dashboard client will use to try to reconnect to the Wallboard Data Service when it is unavailable.
Dashboard viewer URL You will get a window displaying your dashboard outside of the web center in your web browser. http://srvvcc/VccWebCenter/?Dashboard=&Cc=&Usr=&Password=.
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Licenses
IP address IP address where the license server is located.
Port On this port number the license server listens and clients are connected. Changes to the port setting only have effect after the license service is restarted.
Request timeout License request timeout in milliseconds.
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Logging
The extended logging settings for the wallboard service are entered here. Changes to the logging settings have immediate effect without restarting the wallboard service.
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Log to file Trace information By selecting this check box, the wallboard data web service will extend the logging with additional trace information.
XML message By selecting this check box, the wallboard data web service will extend the logging with the XML messages that are sent and received by the contact center service. The values entered in the Compress files older than, Delete files older than, Maximum file size and Minimum required free space on hard disk edit boxes are used to save hard disk space.
Log to event log You first have to select the Enable logging to the Windows Event log check box before you can select any basic or additional log types (Debug information, Errors, Exceptions, Warnings, Successful actions, Trace information, XML messages).
Log to Syslog server You first have to select the Enable logging to the Syslog server check box before you can select any basic or additional log types (Debug information, Errors, Exceptions, Warnings, Successful actions, Trace information, XML messages). Of course you have to fill in the IP address and Port number of the Syslog server before any logging can be generated on that server.
Modules
The WDS must connect to one or more modules of your VCC installation and subscribe to one or more dashboard parameters. To add a module (instance), click on the Add module button:
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Module Here you can add one of the modules that is available in the VCC installation and that has a dashboard server component by selecting it from the Module drop-down list (refer to CC91 | Configuration | Dashboard provider on page II-127, DIAL12 | Configuration | Dashboard provider on page II-541, ERM91 | Configuration | Dashboard provider on page II-230, IVR72_CAPI | Dashboard provider on page II-254 and VXML21 | Dashboard provider on page II-493 (the Enable check box is selected)). These module (instances) are: Contact Center, Dialer, Email Response Management, IVR and VXML.
IP address Enter the IP address of the module (instance) selected in the Module dropdown list.
Dashboard port This is the port number where the WDS service must connect to. The module is listening for incoming WDS connections on this port.
Monitor port Only when you have previously selected CC (Contact Center) from the Module drop-down list, will you have to enter a monitor port number. This is the port number via which the Contact Center publishes monitoring information that will be used to define agent, queue and team parameters.
Sliding window interval Parameters are calculated over this well-defined period of time which can be configured here.
Reset dashboard daily Select this check box if you want the dashboard parameters to be reset daily.
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Reset dashboard daily at Only if you have selected the check box “Reset dashboard daily” previously, will you be able to define the time when this should occur.
Note: Only if the selected module (instance) from the drop-down list is a Contact Center module (instance), will there be a Monitor port edit box. It is however not mandatory to enter a port here, and consequently fetch monitor information.
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WEB MODULE (WEB12) Introduction Via the Web Center which is a web based interface you can configure this module that is used to configure and manage all the module instances that constitute the Voxtron Communication Center.
Applications
By clicking the New button, you will get the window below, where you can add an external application (i.e. integrate a web application). While clicking the link with the (modifying the external application) will result in the same window, clicking the Delete button will remove the external application.
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Display name Enter a self-explanatory name for your external application. This name will appear in the new Web Center menu (Business applications) that will be created at the top of the left pane of your web center.
Url Enter the URL to your external application. Display type Here you decide on the way in which your external application will appear: IFRAME TAG
this is a window within your web center without a title bar. If you have entered a CSS in the Display CSS edit field, the external application will comply with its defined styles.
Modal pop-up
this is a window within your web center with a title bar. If you have entered a CSS in the Display CSS edit field, the external application will comply with its defined styles.
New browser window
this is a new separate window.
Append credentials to url By selecting this check box, the user name of the user currently logged on in the Web Center will be added to the URL. In this way the called application will know who is accessing the pages.
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Display CSS Here you can define a css (cascading style sheet) that will define the formatting of the URL. Visible By selecting this check box, the name of the created business application will appear under the new Web Center menu (Business applications) that is created at the top of the left pane of your web center. During the development process of this new application you might want it not to appear. You can obtain this by not selecting this check box.
Instances
In the Instances menu, you can find an overview of all the instances of all the installed modules. The Display name and Version have been entered at installation time. You will find the Display name in the "Allow access to following instances" list of WEB12 | Users (refer to page II-586). The IP Address is the IP address of the computer on which that particular instance is running. The Computer name is the name of the computer on which that particular instance is running. The Status can either be running or stopped. All columns can be sorted alphabetically and/or ascending/descending.
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Preferences
In the Preferences menu you can modify the look of a web center page. Default language You can specify the Default language for your web pages to appear in (English or German). Default number of records per page This is the maximum number of rows that can appear on a page. If this number is exceeded, the next records (rows) will appear on a next page. The previous page will then be ended by a next page indicator (e.g.: ). Number of characters in collapsible columns This is the maximum number of characters you can enter in collapsible editable column of the web center, before your entry is abridged (i.e. extended by "..."). E.g. Skills column in Users overview of CC91.
Note: You can also select Preferences in the top menu bar of the web center to edit your web center preferences.
Users Next to the Data Store module and the License Center module, the Web Center module is one of the core modules of the Voxtron Communication Center. This means that before installing any additional modules, these three core modules should be installed (this occurs automatically when installing a VCC). In the Users menu, the web center users are created.
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Super administrator The superadmin user is automatically created (default). When clicking the superadmin edit button (only a super administrator can perform this action), you will notice that the Username cannot be altered. You can only modify the password of this user (by first clicking on the superadmin edit button).
Moreover, "superadmin" cannot be used as a user name anywhere else. Web Module (WEB12)
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You cannot change the Allow access to the following instances list in case of a superadmin user. This list displays all module instances that are installed for this particular VCC and the superadmin user will have access to all of them and will be able to edit all administration and configuration settings of all these module instances. You cannot change the Allow access to the following applications list in case of a superadmin user. This list displays all external applications that have been added for this particular VCC and the superadmin user will have access to all of them and will be able to edit all administration and configuration settings of all these external applications.
System administrator Next to the default superadmin user (which has been created by default), this superadmin user can create an unlimited number "System administrator" users. Click on the New button:
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These users can be granted access to one or more instances. The superadmin user can add or remove this type of users as needed. The importance of the "System administrator" users becomes clear if different instances of the same modules are installed for multiple departments that work independently from each other. Of course, the Username, Password, First name, Last name and E-Mail edit boxes are all accessible to the superadmin user. Here, the Allow access to following instances list can be modified according to the modules instances the particular system administrator should have access to. Here, the Allow access to following applications list can be modified according to the external applications the particular system administrator should have access to.
Notes: System administrators that have access to the reporting module (Reporting), have by default full access to any report and can generate/modify/delete all reports. When such a system administrator creates a report, he/she must also configure user access and when there are multiple Contact Center instances, the user list he/she can select will depend on the selected Contact Center instance for that particular report. Next to the super administrator users and the system administrator users, there are of course contact center users, but they belong to the Contact Center module and are discussed there.
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WEB CLIENT MODULE (WEBCLIENT91) Introduction The Web Center allows you to configure the connection settings and the connection method for this module. For the end user it constitutes the possibility to use a web interface with similar features, functionalities and look to the Voxtron Client, be it somewhat restricted. It is in fact the web based equivalent of the Voxtron Client. Moreover, the Web Client is accessible in situations where you might not be able to use the regular Voxtron Client.
Contact Center Settings IP address IP address where the contact center server is located.
Port On this port number the contact center server listens for incoming client connections. Changes to the port setting only have effect after the contact center service is restarted.
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Service reconnect period Interval duration in seconds that the web client will use to try to reconnect to the contact center service when it is unavailable.
Service KeepAlive interval Polling time between the web client and the contact center service.
Logging The logging settings for the Web Client are entered here.
Log to file Trace information By selecting this check box, the Web Client will extend the logging with additional trace information.
Communication message By selecting this check box, the Web Client will extend the logging with the communication messages that are sent and received by the contact center service.
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PART THREE IVR DEVELOPER'S GUIDE
Voxtron Communication Center
INTRODUCTION Introducing Computer Telephony Computer Telephony applies the power of the computer to the functions of the telephone, seamlessly merging the two worlds. Computer Telephony is not a product in and of itself; rather it refers to that class of products that leverage the two capabilities for business benefit. For a network manager, the business case for implementing computer telephony is the elimination of costs associated with planning, managing and administering dual network infrastructures and their associated internal and external links. Bringing together the two worlds also enables the consolidation of delivery device requirements, and as a result, lower cost systems. And this technology simultaneously delivers end-user benefits. Users receive a richer man-machine interface in the computer because computer telephony harnesses the computer's visual capabilities for communication tasks. End users can employ a wider range of interpersonal skills in communications, rather than being limited by single media tools, such as only voice through the telephone and text through e-mail. Computer telephony converges multiple communication tools into one, simplifying communication tasks by piecing together the key strengths of each individual tool.
Definition of concepts CTI CTI (Computer Telephony Integration) is the use of computers to manage telephone calls. The term is used in describing the computerized services of call centers, such as those that direct your phone call to the right department at a business you're calling. The term is also sometimes used to describe the ability to use your personal computer to initiate and manage phone calls (in which case you can think of your computer as your personal call center). CTI-applications provide the ability to do one or more of the following: • Introduction
Authenticate callers. Using one of several standard methods, the telephone number of the caller can be screened against a database. III-1
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• • • • • • • •
Recognize a voice, either for authentication or for message forwarding. Using live, recorded voice, or touch-tone entered input, determine how to process a call (for example, by forwarding it to the appropriate person or department). Provide Interactive Voice Response (IVR) to callers. Match the number of a caller with a customer record and display it for reference when talking to the caller. Manage voice or video conferences. Collect and display pending live calls or messages that have been left by callers. Receive fax messages and route them to appropriate fax machines. For outbound calling such as telemarketing, predial callers. Based on call input, initiate a smart agent application to provide help with the caller's request. Etc.
PBX A PBX (Private Branch eXchange) is a telephone system within an enterprise that switches calls between enterprise users on local lines while allowing all users to share a certain number of external phone lines. The main purpose of a PBX is to save the cost of requiring a line for each user to the telephone company's central office. The PBX is owned and operated by the enterprise rather than the telephone company (which may be a supplier or service provider, however). A PBX normally includes: • • • •
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Telephone trunk (multiple phone) lines that terminate at the PBX. A computer with memory that manages the switching of the calls within the PBX and in and out of it. The network of lines within the PBX. Usually a console or switchboard for a human operator.
IVR Developer's Guide
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Analogue vs. Digital Analogue An electrical circuit that is represented by means of continuous, variable physical quantities (such as voltages and frequencies), as opposed to discrete representations (like the 0/1, off/on representation of digital circuits). Prior to digital technology, electronic transmission was limited to analogue technology, which conveys data as electronic signals of varying frequency or amplitude that are added to carrier waves of a given frequency. Broadcast and phone transmission has conventionally used analogue technology.
Digital The use of a binary code to represent information, such as 0/1, or on/off. Digital technology is primarily used with new physical communications media, such as satellite and fiber optic transmission. A modem is used to convert the digital information in your computer to analogue signals for your phone line and to convert anlogue phone signals to digital information for your computer.
ISDN (BRI and PRI) ISDN (Integrated Services Digital Network) is an international standard for telephone transmission. ISDN provides an end-to-end digital network and provides a standard for out-of-band signaling. It also provides greater bandwidth than older telephone services. There are two standard levels of service of ISDN: BRI and PRI. Both rates include a number of B-channels and D-channels. Each B-channel carries data, voice, and other services. Each D-channel carries control and signaling information. •
•
The Basic Rate Interface (BRI) is intended for the home and small enterprise. It consists of two 64 Kbps B-channels and one 16 Kbps D- channel. Thus, a Basic Rate user can have up to 128 Kbps service. The Primary Rate Interface (PRI) is intended for larger users. It consists of 23 B-channels and one 64 Kpbs D-channel in the United States or 30 B-channels and 1 D-channel in Europe.
IVR Interactive Voice Response (IVR) can be considered as a software application that accepts a combination of voice telephone input and touch-tone keypad Introduction
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Voxtron Communication Center selection and provides appropriate responses in the form of voice, fax, callback, e-mail and perhaps other media. IVR is usually part of a larger application that includes database access. Common IVR applications include: • • • • •
Bank and stock account balances and transfers Surveys and polls Call center forwarding Simple order entry transactions Selective information lookup (movie schedules, etc.)
An IVR application provides pre-recorded voice responses for appropriate situations, keypad signal logic, access to relevant data, and potentially the ability to record voice input for later handling. Using Computer Telephony Integration (CTI), IVR applications can hand off a call to a human being who can view data related to the caller at a display.
DTMF DTMF (Dual-Tone Multi-Frequency) is a method of encoding digits over telephone lines. It is commonly known as touch-tone or push-button dialing, as opposed to older-style pulse or rotary dialing. The tone frequencies defined under DTMF are globally standardized, making it possible to use push-button inputs for a wide variety of applications such as interactive voice response (IVR). With DTMF, each key you press on your phone generates two tones of specific frequencies. So that a voice can't imitate the tones, one tone is generated from a highfrequency group of tones and the other from a low frequency group. Here are the signals you send when you press your touch-tone phone keys: Digit 1 2 3 4 5 6 7 8 9 0 * # III-4
Low frequency 697 697 697 770 770 770 852 852 852 941 941 941
High frequency 1209 Hz 1336 1477 1209 1336 1477 1209 1336 1477 1336 1209 1477 IVR Developer's Guide
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ODBC ODBC (Open Database Connectivity) is an open standard Application Programming Interface (API) for accessing a database. By using ODBC statements in a program, you can access files in a number of different databases, including MS SQL Server, MS Access, Excel, FoxPro,… and Text. In addition to the ODBC software, a separate module or driver is needed for each database to be accessed. ODBC is based on and closely aligned with the Structured Query Language (SQL) Call-Level Interface. It allows programs to use SQL requests that will access databases without having to know the proprietary interfaces to the databases. ODBC handles the SQL request and converts it into a request the individual database system understands.
Characteristics of Voxtron Computer Telephony Multiple voice board and line support Dialogic voice boards •
•
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Dialogic D/xxD, D/41 E (SC), D/160SC range, D/4PC1, Dialog/4 or Proline/2V (if you are sure that the PBX-information of the incoming calls is sent as DTMF-strings after call pick-up or sent via a serial link) Dialogic D/41 E(SC), D/xxH (if you are sure that the PBX-information of the incoming calls is sent as DTMF-strings before call pick-up) D/300SC-E1, D/600 SC-2E1, D/240SC-T1 For ISDN-lines
CAPI-compliant voice boards Manufacturers of which cards have been tested: AVM, HST, EICON, Digi Intl., BinTec, Telekom
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Multiple PBX support The IVR supports more than 60 different types of PBXs. All of them are integrated in a basic way, and some are integrated in a more advanced way.
PBX basic integration Basic integration means that the following parameters are automatically installed:
• • • • •
Hook flash timing or calibrated loop (D41 E(SC) board required) Transfer and take back sequence Prefix and suffix codes for dial out Ring and busy tones Codes that allow MWI (message waiting indicator) activation on digital phone sets to indicate that there is a new message in the mailbox.
Note: The IVR will also work on not supported PBXs but you will need to find out the codes for MWI yourself, if needed. Contact your local sales organization to verify your PBX's compatibility.
PBX advanced integration Advanced integration means that depending on the called number or the call type (external call, internal call,..), the IVR decides which branch should be taken in the project. When the PBX is able to detect these parameters and can also transmit them, then the IVR can use this info in the "intelligent start state". Refer to the chapter DESIGNING YOUR PROJECT, section Start State (page III-45). In this way, internal calls, for example, can be immediately transferred to the corresponding voice mail.
Note: Of course "advanced" implicitly means that "basic" is included. Contact your local sales organization to verify your PBX's compatibility.
Multilingual Multilingual flowchart Using speech files in all installed languages in one project (of which one is your default language) selected from the default voice prompt language list.
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Default voice prompt in different languages Some 300 (more or less, depending on the language) default voice prompts are available in 21 languages: Arabic, Danish, Dutch (Belgium), Dutch (Netherlands), English (UK), English (US), French (Belgium), French (France), German, Hungarian, Indonesian, Italian, Korean, Malay, Mandarin Chinese, Norwegian, Polish, Portuguese (Brasil), Spanish, Thai, Swedish.
About the product Bluntly stated you can say that Computer Telephony is simply the use of computers to manage your telephone calls. The IVR is basically composed of three components: •
•
•
GUI (Graphical User Interface) The GUI is used to design the frequently changing call flow. It transforms the rather complex task of building CT applications into a straightforward one. Through the use of 11 clever icons, the GUI enables you to design seamless call flows and have a new CT application running in no time. Plug-In components These are the technical components that rarely need changes. Therefore, they are hidden under the 12th icon, preventing inadvertent changes that could affect the correct functioning of the system. IVR module (as part of a VCC installation) that can be configured using the Web Center.
Functional components IVR RunTime The RunTime module is actually the module answering the telephone calls.
IVR GUI This is the Graphical User Interface for designing and modifying your projects. Shortcut: Introduction
Start | Programs | Voxtron | Voxtron Communication Center | Interactive Voice Response III-7
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IVR Voice Prompts Available Voxtron speech files in up to 21 languages, depending on the platform: •
•
Platform-independent languages: Arabic, Danish, Dutch (Belgium), Dutch (Netherlands), English (UK), English (US), French (Belgium), French (France), German, Italian, Norwegian, Polish, Portuguese (Portugal), Spanish, Hungarian, Swedish, Mandarin Chinese, Indonesian, Thai Platform-dependent languages (only on Dialogic) Korean, Malay
L&H RealSpeak An engine that performs the text-to-speech conversion. Available for 6 languages: Dutch (Belgium), Dutch (Netherlands), English (US), French (France), German, Korean
L&H TTS3000 An engine that performs the text-to-speech conversion. Available for 12 languages: Dutch (Netherlands), English (US), English (UK), French (France), German, Italian, Korean, Spanish, Spanish (Mexico), Portuguese (Brasil), Japanese, Mandarin Chinese
Features The various features of the IVR allow you to create your own automated process for handling incoming calls. The IVR includes the following capabilities: • • • • III-8
Telephone Information service TeleMarketing IVR (Interactive Voice Response) E-mail Reading services IVR Developer's Guide
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Introduction
Unified Messaging services Directory services Pre-registered Telephony services (Prepaid calling cards, prepaid support, …) Call Center (voice entry points) Audio-text
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DESIGNING YOUR PROJECT GUI Main Principles Toolbars • • • • • •
Predefined states toolbar Zoom toolbar Draw toolbar File toolbar Database toolbar Message Recording toolbar
Predefined states toolbar
With these icons you create the building blocks of your project. You will find them at the top of your worksheet. Each icon has a powerful functionality. With these blocks you will make a diagram. This diagram should represent what you want your callers to hear and which options you want to offer the caller: the Call Flow. You can simply click-and-drop the icons on the worksheet. Refer to the section Play State, page III-49. Refer to the section Input State, page III-60. Refer to the section Timed Action State, page III-52. Refer to the section Record State, page III-76. Refer to the section Language State, page III-51. Refer to the section Transfer State, page III-56. Refer to the section ODBC State, page III-80. Refer to the section Voice Mail State, page III-73. Designing your Project
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Refer to the section Calculation State, page III-77. Refer to the section On-hook State, page III-78. Refer to the section External Routine State, page III-89.
Zoom toolbar
It contains 3 standard zoom buttons to either zoom in or out and to go back to the normal zoom mode.
Draw toolbar
It contains 4 drawing tools: • • • •
the the the the
arrow (selection) line (branches) link box if state
The arrow is used to select and move the states. The line, the link box and the if state are used to connect states.
Select
Application components can be selected individually or by groups. The select tool is enabled by using the left mouse button to click the arrow icon in the drawing toolbar. Once selected, components will have rectangular handles at each corner.
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To select multiple objects, one at a time: • • • •
Select the arrow on the drawing toolbar. Select a component by clicking on it with the left mouse button. Click and hold the shift key down. Select each component by clicking over the component(s) with the select tool, while continuing to hold down the shift key. Selected components are indicated by the appearance of handles around their perimeter.
To select multiple components, in one step: • •
Select the arrow on the drawing toolbar. Position the mouse cursor near, but not on top of one of the components to be selected. Click with the left mouse button on the workspace background and hold down the mouse button. While continuing to hold the mouse button down, begin to drag the mouse cursor around the components to be selected. A rectangular "lasso" will appear, and components within the lasso will be selected.
After selecting a group of items, they can be moved or deleted together.
Branches
The routes of the call flow are defined by drawing lines between the states. Such a line between the states is called a branch. There are 2 kinds of branches: incoming and outgoing.
A branch (line) is used to graphically represent the flow of a project from one State to the next. The placement of branches determines the overall flow of your IVR application. For example, connecting a Start State to a Play State and consequently that Play State to an On-hook State provides the following program flow: •
Incoming calls would trigger the Start State to go off-hook.
Designing your Project
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Voxtron Communication Center Next, the call would proceed to the Play State, which could be used to play a message. • After the message is completed, the call advances to the On-hook State, which terminates the call. The number of branches used by a State varies, depending on its type and configuration. Some States only have outgoing branches (such as the Start State), while others only have incoming branches (On-hook State). Additionally, some States can have many outgoing branches (e.g. Input State), while others have few (Play State). •
All States require at least one branch, in order to be completed. States missing required information or incorrectly configured will be displayed on the worksheet in red. Refer to the section Incomplete States or Objects, on page III-24. To draw a branch between States: • • • • •
Select the Line icon in the drawing toolbar. Place the mouse over the State where the branch will originate. Click with the left mouse button. If the State can be linked, you will see a white bullet where you clicked. Place the mouse over the State where the branch will end. Click again with the left mouse button. If the terminating State allows incoming branching (the Start State, and a source target link box do not receive lines), the branch will be created.
Note: When the originating State requires more than one branch in order to be completed, a list of all available branches will appear from which one must be selected. Selecting a branch Some States, like Start, Timed Action, ODBC and Transfer, can have varying outcomes. This is supported by multiple outbound branches leading from each of these States. The chosen path is determined by a combination of how the State is configured and what influence, if any, caller interaction (or calling device) has within your application(s). Some branches are predefined and require little configuration beyond connecting them to other States. Other branches require more configuration, such as entering a unique name and/or selection of an "enable" check box. When branching from a State that uses multiple branches, the following example dialog can appear:
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Branches can be selected from this dialog in the following fashion: • •
Double-clicking with the left mouse button. Highlighting the preferred branch and then clicking the Export button
•
. Highlighting the preferred branch and then clicking the OK button.
The following icons are available in the dialog box: To add a branch. This button will only be available if the State can support adding new branches. The State itself may require additional configuration to enable the new branch. To change the name of a branch. This button is only available if you are permitted to change a branch name. For example, on an input: Time Out and Bad Entry cannot be changed, so this icon will be disabled. This button is used to export a branch to the application window. As branches are selected, they are also removed from the branch select dialog. Branch names are listed in two colors in the dialog. The color gray indicates optional branches, which may be omitted from usage. Red indicates a branch that must be used to complete a state. Adding a branch Some States, like Start, Timed Action, Input, ODBC and Transfer, can have varying outcomes. This is supported by multiple outbound branches leading from these States. The path that is taken is determined by a combination of how the State is configured and what influence, if any, the caller (or calling device) has, by interacting with your application(s). Some branches are predefined and require little configuration beyond connecting them to other States. Designing your Project
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Voxtron Communication Center Other branches require more configuration, such as providing a unique name and/or selection of an "enable" check box. If a branch is editable, this can be done in the following fashion: • • •
Editing the State from which the branch originates. Single-clicking directly on top of the branch itself with the right mouse button. Double-clicking with the left mouse button directly on top of the branch itself in the application window.
Branches are added by editing the State box and/or using the branch tool in the application window. Branches can be added until the supported maximum for the given State is reached. Insufficient configured branches will cause a State to be incomplete (red highlight) and prevent the compiling/executing of the affected application. Deleting a branch Deleting a branch can be done in the following fashion:
•
Select the Select tool from the drawing toolbar. Select the branch to be renamed by clicking on the branch with the left mouse button. Press the DELETE key.
•
Confirm the operation.
• •
Renaming a branch Any branch that allows a user defined name also supports the editing/renaming that branch. If a branch supports renaming, this can be done in the following fashion: • • •
Editing the State from which the branch originates. Single-clicking directly on top of the branch itself, using the right mouse button. Double-clicking with the left mouse button directly on top of the branch, in the application window.
Note: Predefined branches cannot be renamed. Identical names are not permitted, as conflicts will occur.
Link State
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Voxtron Communication Center Link States are a method for connecting States with branches. Link States are useful when a connection is needed between two States that are located far from each other on your worksheet or on different worksheets. Rather than using a lengthy branch for this purpose (which might obscure underlying States and appear confusing) a pair of Link States can be used, instead. From a caller's perspective, a Link State does not change any functionality in your application.
The first Link State, which connects to the originating state, is called the source Link State. The second Link State, which connects to the destination state, is called the target Link State. Using a Link State: Add a Link State near the source State, the state you wish to link from. Assign this source Link State a unique State name. • Connect the source Link State to the source State using a Branch. • Next, position another Link State near the State you wish to link to, the destination State. • Assign this target Link State the same name as the Source Link State. (This secures the link between the source and destination States). • Connect the target Link State and the destination State, using a Branch. Calls will now travel across the link, as though there was a Branch directly between the source and destination States. •
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Voxtron Communication Center Completing Link States: • • •
A source Link State is complete when a name is entered, and it corresponds to a target State with the same, existing name. A target Link State is complete when a name is entered, and it corresponds to a source link State with the same name. An isolated link State (a link State without any incoming or outgoing lines) is always incomplete.
Note: As a convenience when editing/viewing applications, use the Find Target Button to assist in locating matching link States. Link States can also be used to continue an application on another worksheet. Branching A source Link State can have as many incoming branches as needed, and no outgoing branches. A target Link State has only one outgoing branch, and no incoming branches.
If State
An If State is used to evaluate the contents of a variable against another variable or constant. An If State is evaluated at the time of execution, in real time. An If State is evaluated for the following conditions: • • • •
Equal Not equal Less than Less than or equal
• •
Greater than Greater than or equal
Selecting the
icon will create an If State on your worksheet.
Double-clicking the If State on your worksheet or right-clicking it and selecting Properties, will pop up the Decision Properties window.
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Uses of comparisons By clicking the Options button, the Comparison Options window appears.
Uses of comparisons: •
•
Mathematical: Leading zeros have no meaning. Mathematically 7 is equal to 07, and 007. If a comparison is made, leading zeros are not considered. Textual: Leading zeros have value as text characters, not numbers. The number "7" is not considered the number seven, but as a text character. This means that "07" would not be equal to "7".
Notes: 1.
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When comparing values like phone numbers or ID numbers, use textual comparisons to ensure that similar ID #'s like 012-12-1234 and 12-12-1234 are recognized as unique values. The same is true for phone numbers, extension 011 is not the same as extension 11.
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If comparing values like amounts, use mathematical comparisons to ensure that similar values like order quantities of "0001" and "1" are recognized as equal.
Branching The If-Box has two outgoing branches: True: the defined test was evaluated as true. False: the defined test was evaluated as false.
File toolbar
Next to the standard buttons for creating a new file, opening an existing file, saving a file, cutting, copying, pasting, printing, generating a print preview, it contains buttons for running your project, asking help and exiting your project.
Message recording toolbar
It contains one single button to generate message recordings via the phone. Refer to the section Tools menu, Message Recording, on page III-44.
Worksheets Worksheet types Three major worksheet types can be distinguished: • • •
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General worksheets Call Termination worksheets Dial-out Worksheets
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General Worksheet Projects are made in a worksheet. If the project doesn’t fit on one worksheet, you can use multiple worksheets that are easy to use. Just like in Excel you can add, delete and rename your worksheets
. With this To jump from one sheet to another, you use the Link Box link box you can make jumps in the call flow to another sheet in order to keep a clean overview of your project’s diagram. To jump to the target link, simply open the link and click the Find target button. The GUI will reposition itself at the target link.
Termination Worksheet Refer to the section Advanced Projects, Call termination worksheet, on page III-98.
Dial Out Worksheet Refer to the section Advanced Projects, Dial out worksheet, on page III91.
Worksheet Operations You can manipulate worksheets in several ways: •
•
•
•
To insert a worksheet before the current sheet, select the Insert Sheet option (CTRL+ALT+INSERT) from the drop-down list of the Worksheet option under the Display menu. To insert a new worksheet at the end of the workbook, select the Create Sheet option (CTRL+ALT+C) from the drop-down list of the Worksheet option under the Display menu. To delete the current worksheet, select the Delete Sheet option (CTRL+L) from the drop-down list of the Worksheet option under the Display menu. Deleting a worksheet will also delete all contents of that worksheet.
Note: Delete works for any worksheet except for sheets that contain the Start State box. This implies that the Dial-Out Start Sheet cannot be deleted. Also the Call Termination Sheet cannot be deleted. Designing your Project
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To rename the current worksheet, select the Rename Sheet option (CTRL+R) from the drop-down list of the Worksheet option under the Display menu.
Note: The Dial-Out Start Sheet and Call Termination Sheet cannot be renamed. •
•
To select a worksheet from a multi-worksheet diagram, click on the name of the worksheet you want to access, located at the bottom of the development window To move the current worksheet, select the Move to Left option (CTRL+ALT+PAGE UP) or the Move to Right option (CTRL+ALT+PAGE UP) from the drop-down list of the Worksheet option under the Display menu.
Note: Because the first worksheet contains the Start State, you cannot reposition the first sheet. The first sheet always contains the Start State box.
Multiple Worksheets Using multiple worksheets can simplify the design process of your project. Projects that are more complex can conveniently be arranged over multiple sheets. This concept is similar to writing a long novel: by splitting a novel into chapters, an author can more easily organize content. In the same way, dividing a project into multiple sheets can be an easy way to keep a large diagram well organized. Typically, different parts of an application are stored on different worksheets. For example, an application could use separate worksheets for Auto Attendant, create voice mail, administration of voice mail, retrieving voice mail, etc. To link worksheets together, add a Link State ( ) to both worksheets, and use the same name on both Link States. The two worksheets are now linked together. Refer to the sections General Worksheet and Draw toolbar, respectively on pages III-21 and III-12.
Note: Find Target can be used to locate any State by name.
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The Link window appears after double- or right-clicking a Link State box on your worksheet.
States After you dropped one of your predefined icons on the worksheet, you see a so called State appear. These states are the building blocks of your project. You can easily see what kind of state it is because the state consists of the icon (Play message) + a description of the content of the message (welcome).
Floating content of the state To see the content in the state, you simply move the pointer over the state and a text box, showing the content of the state appears.
Creating States Aside from the Start State, which is on your first worksheet, your sheet is empty when you make a new project. Designing your project means putting more objects (states) on the sheet, and connecting them. • •
•
In the drawing toolbar, click the arrow. On the Predef toolbar, click the desired predefined State icon. The mouse cursor will change to a square, with the left top corner of the selected State indicated as a star. Position the mouse cursor on the worksheet, in the approximate position that you wish to place the new State and click once. The new State is added to the worksheet and is ready for editing.
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Moving States A State can be dragged from one place to another on the same worksheet with your mouse. • • •
Highlight the State by selecting it with your mouse. Click on the State, and drag the out branch to the new position. Release the left mouse button. All branches to the object will move together with the object when you move it. If you move to the borders of the screen with the mouse, you will notice that the worksheet starts scrolling automatically, until the end is reached.
Note: You may also select more than one State by holding down the SHIFT key and clicking on each of the desired States. You can also select multiple States by clicking the left mouse button and dragging the mouse cursor over the States you wish to select. You will notice a "lasso" appear, indicating the selection area. Selected States are indicated by "handles" around the edges.
Deleting States • •
Highlight the State by selecting it with your mouse. Press the DELETE key on your keyboard. The State will be removed.
Note: Deleting a State also causes all branches connected to that State to be deleted. Both incoming and outgoing branches will be removed after deleting a state.
Incomplete States or Objects Before an IVR application can be compiled and run, all application components (branches, States etc.) must be configured/edited so that all required information is complete. Any element that contains incorrect or missing information in required field(s) will appear red in color. Once the required fields are complete and correct, the red highlight will turn to black. The amount of required information varies, depending on the element. Some elements (such as the Start State) require no configuring, while others (such as the Calculation State) require more. In addition to configuration, States must also be connected to other States (via branches) in order to be complete. Also, IVR applications cannot be compiled or run until all required editing of application components is completed. Refer to the section Find State, on page III-37. III-24
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Databases There are 2 standard databases in the IVR: • variable database • speech file database
Variable Database A variable is a placeholder for the contents of a State that will change depending on the caller input. Variables act as conceptual links between States. Since the actual value of a variable changes (or varies) during any call, the use of variables allows you to design a program with incredible flexibility. Click on the variable database icon window.
to open the Variable Database
This window contains a list of all variables, both system variables and user defined variables. System variables are select members of the variable database which are pre-defined by the IVR, and cannot be deleted. These variables are: Call type
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This variable indicates how a caller was connected to your application. There are two call type categories, Direct and Diverted. Direct call means that the caller has directly dialed into your application. Diverted call means that the caller was re-directed to your application from some other location.
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This variable is used in applications that support multiple language types. It contains the language used by any caller. The Language State allows the caller to change language preferences.
Note: The variable options below are not presented to callers in this order, as the actual keypad options users select are mapped to these language variable preferences. 1 2 3 4 7 8 9 10 12 14 15 17 19 20 22 24 30 31 32 34 38 III-26
Dutch (Belgium) French (Belgium) German English (US) Spanish (Spain) Italian Danish Chinese (Mandarin) Malay (not on a CAPI hardware platform) Indonesian Arabic Thai Korean (not on a CAPI hardware platform) French (France) Swedish Hungarian Norwegian English (UK) Polish Portuguese (Portugal) Dutch (Netherlands) IVR Developer's Guide
Voxtron Communication Center A user-defined variable receives its value based on user input. During a call, a variable will store user input, and if you wish, act on it according to the function of that State. Anything that needs to be stored during a conversation with a caller must be put in a variable. User defined variables are created and maintained using the variable database. These variables can be managed using the icons in the top right section of the window. These buttons are: For adding a new variable For changing the name of a variable (renaming) For deleting a variable For exporting a variable into the State from which you arrived in the variable database window button.
Selecting a variable Where a variable is required (in the Properties windows of several States), you will see the following dialog box part:
A variable can be selected using one of these methods: •
• •
Type the name of the variable, and click enter or tab. If the entered value can be found, the name will be selected, and the Variable name will turn black. If it cannot be found, the variable will be added automatically. At any dialog box where you can select a variable, click the icon located to the right of the text box. The Variable Database window will appear. Choose a variable by highlighting it first and then exporting it.
Adding a variable Variables can be used to accept input from callers, (account numbers, desired extensions, passwords etc.) into your IVR programs for further processing. This is done using an Input State. Other uses for variables include storing the results of ODBC database searches/transactions, storing the results of calculations, etc. A variable is added in the following way: •
From the IVR’s Main Menu, select the Variable Database icon
•
. In this way, In the Variable Database window, click the Add button the Add Variable window appears. Refer to the section Input State, Add Variable, starting on page III-60.
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Note: Variable Names may be added directly into the entry fields of States such as Calculation, Record, etc. by simply typing the name in the entry field. However, the variable will remain "incomplete" (indicated by a color change) until the variable has been added to the variable database.
Deleting a variable A variable is deleted in the following way: • •
. From the IVR’s Main Menu, select the Variable Database icon In the Variable Database window, highlight the variable to be deleted and click the Delete button
.
Note: Deleting a variable removes the variable from all States in the application. States affected by this change will revert to the incomplete State color. Combined Speech States will revert to an incomplete color only when the deletion causes the combined speech list to be empty.
Renaming a variable A variable is renamed in the following way:
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•
From the IVR’s Main Menu, select the Variable Database icon
•
In the Variable Database window, click the Edit button the Edit Variable Name window appears.
.
. In this way, IVR Developer's Guide
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•
Edit the name of the variable in the text box and click OK when finished.
Note: After renaming a variable, all occurrences of that variable will be renamed in the application.
Exporting a variable The Export variable button associates a variable that already exists with a given State’s entry field. You can also export a variable using the Variable Database window: •
In the Variable Database window, position the highlight bar on the variable you want to use.
•
Click on the Export button
•
. The Variable Database window will close automatically, and the variable will be used at the position where the variable database window was opened.
Speech File Database Your project (application) should be thought of as a two-way conversation with the caller. The application "talks" to the caller, explaining all available options. Each of these instructions is put into files, called speech files. Upon hearing these instructions, the caller can respond by entering an option. The instructions given by your application are pre-recorded voice prompts (speech files). While designing your project, you will need to record (or generate) these voice prompts using a message recording tool (or use TTS to generate). Refer to the chapter FINISHING YOUR PROJECT, starting on page III-99. Click on the Speech File Database icon Database window:
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to open the Speech File
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This window contains a list of all speech files. All speech files can be managed using this window by the icons at the top right of the window. The buttons are: For adding a speech file For changing the speech file number or description For deleting the speech file For exporting the speech file to the State from where you clicked the speech file database window button
Speech File Characteristics As important as a clean and easy structure of the diagram are the voice prompts. Voice prompts guide the callers through the different menus and options they have. Voice Prompts have the following characteristics: •
A number
•
This number is free to chose, between 300 and 799. A description
•
•
The description should be a moniker for the contents of the speech file, some abbreviation that is clear. Descriptions are e.g. used in copying and pasting between projects. If in both projects a speech file appears with the same voice prompt description, then the copy-paste will assume that the same speech file should be used. The full text The full text is the source. It is the complete message. During generation of voice prompts, this text will be used for any missing translations. The translation This translation overrides the full text for a specific language. The generation of the voice prompts is only available for a limited number of languages. According to the color code of the description, you can see
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Voxtron Communication Center for which languages the voice prompts can be generated and for which ones not. It is also influenced by the options "Voice Prompt Generation". In those options, you can disable certain languages if you prefer that the voice prompt generation TTS algorithm is not invoked for that language. Refer to the section Generating a Speech File, on page III-31. The generation, if available, is automatic. As soon as something is changed in the text, it will automatically regenerate the voice prompt if it was already generated (using text-to-speech) in this project.
Note: In case you do not want to have the prompt regenerated, you need to click in the appropriate box after changing the contents of the translation field. This field becomes available as soon as you have changed the translation field. If the voice prompt was not yet generated in this project by use of text-to-speech, but it is present on the right place, it will not be regenerated. If the text is changed and you want to generate such a voice prompt with text-to-speech, you have to select the check box Generate Speech File. This will overwrite the original file that may have been recorded or copied from another location.
Generating a Speech File Clicking the Details button of the Speech File Database will pop up the Speech File Generation window. Through it you are able to listen to, test and generate the speech file you created either on the speech file database Add button or in the Default Language window of the Speech File Generation.
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•
Type preferred speech under the full text window. Use the same as full text option will be automatically selected. Click on selected language at the utmost left Language list box and the Play button at the top left side of the window will turn black. Click the Play button and listen to what you created. Listening will take a few seconds or a minute for the generation of the encoded/recorded speech. Automated voice will read/say the words you've written, meaning that the speech file you typed is already generated once the play button is clicked. The Record button is always in red, meaning that aside from the text, you can also record your own voice or any sound of your choice.
Note: The play, pause and record buttons are only enabled if a properly functioning soundcard is installed. •
•
You can also put the equivalent translation of the words you've written in the Full Text window by selecting another language in the Speech File Generation Settings or if already selected, select the Language, select the Translation option on the dialog followed by typing the text (translation) in the space provided. This translation will use the voice of the preferred language. Once you finished and completed it, Speech No. and Description will turn black.
Options and check box at the right side of this dialog •
•
•
•
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The speech file is not used in this language you prefer a speech file included in the list of available speech files, to be inactive in the selected language; thus, this speech file will still remain but will not be available for that language. Use the same as full text the chosen speech file will be the one to be played and this means you agree that you are going to use this speech file. The text in the edit box Full Text will be used to generate a speech file in the selected language. Translation this means the translation of the speech file will be used to generate a speech file in the selected language. Generate Speech File you can only select this check box if you have a pre-recorded speech file available, if there are previous projects done before. Editing this pre-recorded speech file is possible, by typing the changes you want on the Default Language window and once edited, the check box should be selected, otherwise, previous content of the pre-recorded speech file will be read and not the changes made.
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Meaning of Colors at the bottom of the Speech File Generation window •
•
•
Complete when Speech No. and its Description turn black this means that the speech file is already generated. Missing but can be generated once you select the Language you chose and select this language in the Speech file generation settings, then all the speech files will turn green and just awaiting for you to listen to them by clicking the play button. Missing and generation is not possible when speech files are in this color, this means you are not yet selecting the Language that you set in the generation settings, and in our sample above, since we selected English (US), all speech files turn green and are now ready to be generated.
Selecting a Speech File
This dialog box from the Record State window (refer to the section Record State, on page III-76) will indicate that a speech file needs to be selected. In this dialog box, select a speech file using one of these methods: •
•
Type the complete speech file number or description, then press enter or TAB. If the entered value can be found as a number or description, the speech file will be selected, and the words speech file will turn black. If it can not be found, the speech file will be added automatically. Use the pull-down list by clicking the down arrow button on the right. Select the speech file you want to use from the list.
Use the speech file icon located to the right of the dialog box, to see the Speech File Database window. Highlight the file you wish to select, and click the Export button. Once selected, the dialog box will automatically close, and the speech file will be applied. In addition to selecting a single speech file for use, you can also create sentences using a combination of several speech files, called combined speech (refer to the section Record State, Combined Speech, on page III-77).
Adding a Speech File Adding a speech file associates a speech file name (or number) with a particular State in your application. The actual speech file itself (meaning Designing your Project
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Voxtron Communication Center the recorded message) is created by a message recording tool (refer to the chapter FINISHING YOUR PROJECT, Creating Voice Prompts via…, on page III-99). Adding speech files can be done in two ways: •
Beginning from a State such as "Play" (or any other State that supports the use of Speech Files), specify the number of the speech file to be used in the speech file entry field.
•
By clicking the Add button in the Speech File Database window. This window is accessed by clicking the Speech File Database icon (from the Main Menu) available while editing a State that supports speech files. The Speech File Database Icon is also available on the main toolbar.
Using either method, a confirmation box will appear. You must click the OK button:
Deleting a Speech File Deleting a Speech File will remove the association between an IVR State and the name of the speech file. The actual physical file itself is not altered. This can be done by either:
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•
Editing the State that contains the speech file to be deleted and highlighting the speech file name and pressing the DELETE key.
•
; this window is Via the Speech File Database window's Delete button accessed by choosing or by clicking the Speech File Database Icon available while editing a State that supports speech files. The Speech File Database Icon is also available in the main toolbar.
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Changing a Speech File You can modify a speech file's number or description by clicking the Rename button in the Speech File Database window. After clicking the rename icon, the following window appears:
Changing a speech file's number or description will automatically update all occurrences of that speech file in the application.
Exporting a Speech File Once a speech file has been entered into the Speech File Database, it can be incorporated into an application by clicking the Export Speech File button
.
Open the Speech File Database window and highlight the Speech File to be exported and click the Export button. The Speech File Database window is accessed by clicking the Speech File Database Icon available while editing a State that supports speech files. The Speech File Database Icon is also available in the main toolbar.
Menus File menu COMMAND
DESCRIPTION
New
Generates a new project (.jms file)
Open
Opens an existing project (.jms file)
Close
Closes your current project (.jms file)
Save
Saves your current project (.jms file)
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Save your current project with another name and/or other location (.jms file)
Page Setup
Select the paper size, margins, etc.; which will be used while printing
Print Preview
Generate a print preview
Print
Print your project with options as to topics to be printed
Run project
Run your application connected to working telephone lines
Lock project
Lock your project for modifications Viewing and running a locked project is still possible
Recent File
Last opened file(s) The expression “Recent File” is replaced by the last opened file(s) to select from
Exit
Exit your project (.jms file) If you have modified your project, you are suggested to save the changes
Run project As you develop your projects, it is recommended that you test them often. To test your project, make sure that your application is connected to working telephone lines. Then simply call your application, as any other caller would. You can also run your project by simply clicking the Run button
.
Lock project Select the Lock Project option under the File menu of the Main Menu. The Lock project window appears:
Locking Locking your project prevents others from modifying it without the use of your password. However, others can view or run a locked project.
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Unlocking After a project is unlocked, it will lock again, unless you select the Remove the lock permanently from this project check box, when unlocking the project.
Unlocking is also done through the Unlock project… option of the File Menu.
Edit menu COMMAND
DESCRIPTION
Cut
Cut selected object
Copy
Copy selected object
Paste
Paste objects previously selected with Copy or Cut
Select All
Select all objects in a worksheet
Find State
Find a state via the Find window
Copy The states can easily be copied with all included information, both within a project as well as from project to project.
Find State The IVR GUI can help the user in tracking down all the states being used by the project by selecting the Find State option in the Edit menu of the Main Menu. The Find window appears. There are two drop-down boxes in this dialog window: • •
Category (includes All Incomplete States, All States, and all State Names available on your current version of the IVR). Find what (which will include all states available under the Category of the state you chose). This is especially helpful in finding the incomplete states since it is impossible to run a project if there are still incomplete states.
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• •
•
Select the Category of the state you're looking for from the drop-down list. (e.g. if you are looking for Play States, choose "Play"). You will notice that in the Find what drop-down list, all States in the category you previously chose, will be listed here. You can also type in the name of the said State if you know it. If the said State exists in your project, clicking OK will select the said State in your project and even go to the worksheet where that particular State is located if you are using multiple worksheets.
Display menu COMMAND
DESCRIPTION
Customize Toolbars
Customize toolbars of the main window
Customize Font
Customize font used in your worksheet
Worksheet
Create, Delete, Rename, or Insert worksheets Move worksheet to the left or to the right
Zoom
Zoom in, zoom out or zoom to normal
Customize Toolbars In the IVR, you can customize the toolbars that you see in the graphical user's interface (GUI), in a way that you can change the arrangement of all the objects in the toolbar. In this way, you can organize the toolbars so that you can group the icons and other objects that are more frequently used in your own toolbar. Select the Customize Toolbars option in the Display menu of the Main Menu. The Customize window appears.
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In the Toolbars tab, you can perform the following tasks: Select the system preset toolbars that will be shown on your GUI. All toolbars checked will be shown, while those unchecked toolbars are hidden in the GUI. • Show or hide tooltips. If you want the tooltips to be shown when you move the pointer over an object within the GUI, select the Show Tooltips option. • Smoothen the appearance of the toolbars. Select Cool Look if you want the toolbars to be shown without edges around each icon. Otherwise, the toolbar will appear like a series of GUI buttons. • Enlarge the buttons' sizes. Just select the Large Buttons option. •
•
Make a new toolbar of your choice. Click on the New button to make a new toolbar. The following dialog box will appear:
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•
– Type your Toolbar name. After you click OK, you will see a new toolbar area on your GUI and your new toolbar's name will be listed on the Toolbars list. Reset changes you made with your toolbars
Customize Font You can customize the font being used to display the state name. This is useful if you would like to adjust the font size and the type of font wherein you'll be visually comfortable in making your IVR project. To use this feature, click Display in the Main Menu bar, then select Customize Font. Select the necessary items you want to choose from the Font dialog window.
which would result in the following State icons on your worksheets:
Worksheet Refer to the section Worksheet Operations, on page III-21. III-40
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Zoom Select the Zoom option in the Display menu of the Main Menu.
Note: The Main Window of the GUI also has a Zoom Toolbar (refer to the section Zoom toolbar, on page III-12) having the same capabilities as the Zoom option in the Display menu. You can make the display of your worksheet appear larger (Zoom in) or smaller (Zoom out). You can also return to the standard view size using the Zoom Normal option. Worksheets can be displayed at different scales for: • • •
Getting an overview of the worksheet's contents Navigating Enlarging a section of the worksheet for easier viewing
Note: If you want to view the contents of a State from the Zoom out mode, place your cursor over the object, and a pop-up window will appear, describing exactly what has been defined inside the State.
Options menu COMMAND
DESCRIPTION
Grid Settings
Define "snap to grid" settings
Color Display Options
Define colors for incomplete states and background of your worksheet
Date/Time Format
Define date format and time format
Dial-Out Start Setting
Decide whether to use a Dial-out Worksheet or not
Call Termination Setting
Decide whether to use a Call Termination Worksheet or not
Speech File Generation
Select your language(s) to generate speech files in
Grid Settings Grid settings are useful for helping you to create a well organized diagram of your application. Select the Grid Settings option in the Options menu of the Main Menu. The Modify Grid Settings window appears.
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Grid settings can be toggled on by checking the Snap to Grid option in the dialog box. Furthermore, use the X (horizontal) and Y (vertical) Dialog units to adjust the spacing of grid lines.
Color Display Options Select the Color Display Options option in the Options menu of the Main Menu. The Color Display Options window appears.
Here you can define the color • of the font of the incomplete states (default is red) • of the background of your worksheets (default is green)
Date/Time Format Select the Date/Time Format option in the Options menu of the Main Menu. The Date/Time Format window appears.
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Dial-Out Start Setting Refer to the sections Dial out Mode and to Dial out worksheet, respectively on pages III-59 and III-91.
Call Termination Setting Refer to the section Call termination worksheet, on page III-98.
Speech File Generation Settings Every auto attendant system requires speech prompts; voice instructions that are played to facilitate the caller with the call flow of the attendant. Even with the absence of a person who is capable of recording the voice prompts, you can have the IVR generate the speech files for you. In this way, generation of speech files is done through text-to-speech technology. You type your voice prompt's contents, the IVR will speak for you. Now, with the Speech File generation, there are already two ways to create the necessary speech files: one is the conventional recording and the second is the Text-to-Speech. Selecting the Language for generation of speech files
Note: Because the generation of voice prompts is a very lengthy task, only the default voice prompt (selected during installation) is selected initially. If you wish for more languages, you should select them here. Designing your Project
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Voxtron Communication Center If, by default, the speech files for a certain language must be generated through text-to-speech, one has to select the language options provided by your IVR. The selection Speech File Generation gives the screen as illustrated above. With this example, the speech files for English (US), Italian and Dutch (Belgium) are generated via text to speech. Refer to Creating voice prompts via TTS, page III-101.
Tools menu COMMAND Message Recording
DESCRIPTION Starts up Message Recording tool
Message Recording Select the Message Recording option in the Tools menu of the Main Menu. The Message Recording window appears. The Message Recording Tool can also be started by simply clicking the Message Recording button
.
Refer to the section Creating voice prompts via phone recording, on page III-99.
Help menu COMMAND
DESCRIPTION
Contents
Start up Contents page of the Online Help
Search
Start up Search page Online Help
About
Retrieve information on IVR version and GUI version
Project Files IVR project files have file extension ".jms".
Project Folder Project files – having extension ".jms" – are normally stored in "My Projects" folder of which the default location is C:\Program Files\Voxtron\VCC\Data\IVR70\My Projects\<>.jms.
Note: Depending on the language chosen during installation (English, French or German) the "My Projects" folder will have a correspronding file name (i.e. "My Projects", "Mes Projets" or "Meine Projekte"). III-44
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Creating Your Project Basic projects Start State Your application will start when an incoming call is detected. The Start State is at the beginning of any IVR application, and is the "entry" point for your callers.
Note: The IVR does not make a distinction between ordinary incoming calls and incoming faxes. Through fax-tone detection, however, faxes can be distinguished from ordinary calls and be diverted to a particular extension, releasing the line immediately. Refer to the Fax Detection submenu of the IVR72_CAPI module in PART TWO: MODULES. As an "entry" point, the Start State is always located on the first page of your worksheet. It is the first building block of making a project.
Start State criteria Define criteria by assigning a variable to be tested, defining its contents, and/or a value range for contents.
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Set a variables range based on: Lower limit: Upper limit: Lower Limit AND upper limit:
the minimum value for the variable at the start of the call. the maximum value for the variable at the start of the call. the boundaries for a variable at the start of the call.
Other variable parameters to set: Line number:
Calling number: Called number:
enter a value or a range for the starting and ending line number. E.g. on an analogue telephony board with 4 lines, the range can go from 1 to 4. enter a value or range for the calling number. enter a value or range for the called number.
Default When your application receives a call, it will browse through your pages, searching for the first matching page. The first matching page will define the branch that the call will use. If your application cannot find a branch with matching criteria, the Start State default branch will be used. The default start State branch is an empty page, and no data can be entered into it. If the name of the State is red, the default start State branch is not yet connected to a State in your diagram. This page is always at the last position, and cannot be moved or removed.
Types For simple projects, the Start State is simply a reference point in your project. In this type of project, the Start State has one branch, which may link to a Play State, which may then link to an Input State, and so on. Since the Start State has only one branch, it does not have a name. In this configuration you cannot edit the state, as it has no additional information. For these projects, the Start State serves as an "entry" point only. For complex projects, the Start State is more than just a reference point. Your application might send callers on different paths, according to conditions that are determined at the start of the call. Generally, these conditions are the contents of system variables.
System Variable List Below is a list of system variables that can be used in a start state, and their uses:
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Line number The Line Number variable contains the current line number the caller is active on. A branch number does not refer to the phone number a caller dialed. It refers to the incoming trunk connection. These connections to the boards are numbered, the first "port" of the telephony board (in an analogue loop start environment) is called "Line 1", the second port is branch 2 etc. In a T1 environment, each port/trunk connection may contain as many as 24 individual "lines", called DS0's. The first DS0 would be branch 1 at the IVR application level, the 2nd would be branch 2 etc. Call type This variable indicates how a caller was connected to your application. There are two call type categories, Direct and Diverted. Direct call means that the caller has directly dialed into your application. Diverted call means that the caller was re-directed to your application from some other location. Calling number The calling number variable is used for direct callers. It defines the location of the caller. If the call originated outside the system, this variable is usually empty, as location information is not often sent with an outside call (except with digital systems or in case of outside calls from mobile phones). If the calling number variable contains a value, this usually indicates that the call is internal. Called number In the case of a diverted call, the called number indicates the number that was originally dialed. This number can be used to assist the caller. For example, the called number can indicate which mailbox to open. This information can be used to ensure the caller leaves a message for the originally intended party.
Start State Contents Start States can contain a list of conditions. Here is an example showing how to provide different routes for incoming calls based on what number was dialed: If a call has been diverted to your IVR application, and is an internal called number with a value of 100 to 200, then go to branch "sales". If it is a diverted call, and is an internal called number between 200 and 300, then go to branch "support". The names of the branches ("sales", "support") will be displayed as branch names in the worksheet, while the criteria will be displayed in a text bubble when the mouse cursor is moved over the branches and/or the start State itself. Each incoming call is evaluated against the user defined criteria in the order in which it is listed in the Start State's contents. The criteria for each branch are listed on a "page". The buttons are: create a new page, for new branch criteria Designing your Project
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delete the current page change the name of the branch or userdefined criteria/page. Enable by doubleclicking the left mouse button on the branch name. Swap the position of the current page with the page to its left. As a result, increasing the priority of the page. Swap the position of the current page with the page to its right. As a result, decreasing the priority of the page. Start States contain two types of pages: • A Start State always contains a default page. • You can add up to 20 more pages, which can be used to evaluate the contents of the system variables branch number, call type, calling and called number at the start of the call.
Branching Since the Start State is the first state, there are no incoming branches. If you don't define any other criteria, there will be only one outgoing branch. However, for each page defined inside your start state, you will need an outgoing branch in the diagram if you want to make the State complete. Start State branch criteria The branch criteria for the start State can be defined with the following variables: call type, line number, calling and called number.
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The branch name is displayed in the worksheet, on the branch itself. The branch and State names will remain red (incomplete) until all required criteria pages are filled in and the defined branches are connected to other States. To modify the criteria, you can use the three icons at the top of the list: Add a variable with the required contents Change the conditions i.e. the variable or the criteria Delete the current criteria/variable
Note: If you use a line variable more than once, all of its values are allowed. For example, if you use "line number = one" as the first criterion and "line number = three" as the second criterion, then calls arriving on line one and on line three will take this branch. Multiple criteria on a single page are evaluated together. i.e. If "Call Type = Diverted" is specified along with "Line Number = One", both must be true for any given call in order to take the specified branch.
Play State Clicking and dropping the on the worksheet.
icon on your worksheet will create a Play State
The Play State plays a pre-recorded message (speech file) back to the caller. This can be a single speech file or a composed speech file. For example, a speech file combined with a variable such as date, time,... You can link conditions to these combined speech files or variables. If you select the combination option and press the construct button, you will get the Combined Play window below in which you can set conditions for that combined speech file to be played or not.
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Voxtron Communication Center Therefore, you should select the speech file concerned and choose Set Condition from the condition drop-down menu. You will get the following Condition properties window in which you can define the conditions:
Of course, you can also lift the condition by choosing No Condition from the condition drop-down menu. You may allow callers to skip through speech files by slecting the Keypress can interrupt voice prompt check box. So, if the caller knows the menu options, he/she can go quickly through the menu without having to listen to all the messages. The content of the speech files can be entered in a speech file database. Speech files are recorded by telephone or via the PC. Refer to the chapter FINISHING YOUR PROJECT, on page III-99. Double-clicking the Play State on your worksheet or right-clicking it and selecting Properties, will pop up the Play window.
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Branching A play State can have an unlimited number of incoming branches, but can only have one outgoing branch.
Language State Selecting the
icon will create a Language State on your worksheet.
Messages are played in the language chosen by the caller. In your IVR, it is possible to use all available languages in one project. This also means that in one Language State all languages can be selected. Available pre-recorded Voice Prompt languages: Dutch German Dutch-Belgium Spanish-Spain English-UK Italian English-US Portuguese(Portugal) FrenchPolish Malay Norwegian Indonesian Hungarian Thai
Danish Swedish Chinese Simplified Korean French-Belgium Arabic
The IVR supports development of applications with the ability to speak more than one language. Via the use of the Language State, these applications can provide the caller with a list of possible language types and prompt them to choose their preference. Double-clicking the Language State on your worksheet or right-clicking it and selecting Properties, will pop up the Language State window.
To define which languages will be used by your application, double-click the Language State icon and select the language(s) from a list of available languages and add it to list of languages to be used. Designing your Project
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Voxtron Communication Center You can use all of the available languages. The language in blue is considered to be the default language.
Branching A Language State can have as many incoming branches as needed, but only one outgoing branch.
Timed Action State Clicking and dropping the icon on your worksheet will create a Timed Action State on the worksheet. The Timed Action State allows your application to evaluate the current time and/or date and behave differently based on the results. A maximum of ten different results can be used with each timed action state. Your office will have a permanent answering service and no calls will be lost. 24 hours a day, 7 days a week.
Note: This State evaluates the time date stamp of the current call not the date time of the telephony system itself. Each element of time/date criteria is defined on a separate page. Page definition requires: • The date/time to be "watched" for. • The branch taken when the time/date criterion evaluates to true.
For example: You may want to warn your callers when your organization is closed, based on date and time of day. Assume the hours of operation are between 9 AM and 5 PM, Monday through Friday. Below are the cases that need to be defined in this scenario: 1. Check the current day: is it a weekday? 2. Check the current time: is it between 9 AM and 5 PM ? If you reverse this checking order, a caller who reaches your application on Saturday at 10 AM would hear "open", since it matches the first check. The application would not continue to further evaluate the day of the week.
Pages in a Timed Action State There are two types of Timed Action State pages: • User defined criteria determine which branch to use when any given criteria is met. • A default page is always the last page, and is used in case none of the date criteria is matched. III-52
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Timed Action Criteria The defining of timed action criteria is done in the criteria window. This window is reached by editing the Timed Action State and then clicking the "add" button
.
Below is the "WeekDay" form (name chosen by the user for the "nondefault" page).
On this form, you can select: Predefined This option contains one of the predefined criteria, like Christmas, or New Year, or morning, afternoon,…
Note: These predefined criteria are defined (and possibly modified) in IVR70 | Timed Actions. Refer to PART TWO: MODULES, chapter IVR72_CAPI Module, section Timed Actions. After selecting Predefined, the selection can be edited, such as changing an afternoon from 5 PM to 6 PM. Once a predefined selection is edited, it is in a sense no longer the original predefined choice and has now become "custom". This change is reflected in the change of the criterion name from "Predefined" to "none". Specific Dates To select a special day, like a company anniversary, use the icons listed below.
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You can select days by clicking on the add button on top of the list Clicking the Add button here, pops up the Add Specific Dates window:
Days can be selected or unselected by clicking the left mouse button on a selected day. You can use the buttons << and >> to change the year, < and > to change the month. To delete days, use the Delete button located at the top of the list. Or, simply click on any currently selected day to deselect it. After modifying timed actions, OK will confirm any changes. The calendar form closes, and the section covering specific days will list all selected days. You can delete days by using the delete button on top of the list. If you select the Annually check box, the selection(s) are repeated annually. Daily "Daily" defines a criterion that occurs daily, such as lunch breaks, or times of day, such as morning, afternoon, evening, etc. To enter a value, use the up and down arrows from the appropriate list box located after clicking the time field you wish to change (hours or minutes). It is not necessary to specify a range for a time of day. Either the start or end time is sufficient. For example, it is sufficient to specify evening as starting at 6 PM.
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Weekly To define weekends, the "Weekly" option allows you to select the days to include in your criteria. Period or Annual period Use these options for specifying a period of days, such as an annual company holiday. If the event occurs each year, choose Annual period. If the event occurs only once, choose Period. To define an exact time frame for an event, click on the date field (in the list box) you would like to modify: day, month or year ("year" only if you have chosen the option "Period" previously), then use the up or down arrow to respectively increase or decrease the value.
Default The initial criteria/page is the default action page. This page does not contain any criteria. This is used when the current time/day values of a call do not match any of the criteria in the application.
Note: The Timed Action default page can be renamed.
Branching The Timed Action State can have as many incoming branches as needed, but there can only be a limited number of outgoing branches; one for each of the ten possible criteria.
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Voxtron Communication Center There is always at least one branch per page in a Timed Action State, the default branch.
Transfer State Clicking and dropping the State on the worksheet.
icon on your worksheet will create a Transfer
The caller can be transferred to an internal extension, external number or to a mobile phone, dials out a message or informs you on your pager. A transfer to an internal number (blind or supervised) is possible. In the latter case, the IVR takes back the call when the transfer was not successful: • The caller entered a wrong number. • The line was busy. • The called person did not answer the call. Double-clicking the Transfer State on your worksheet or right-clicking it and selecting Properties, will pop up the Transfer window.
Each Transfer State must have a unique name, and an associated telephone number that is used to: • Transfer calls when in "Transfer" mode. • Send a page when in "Pager" mode. • Dial outside when in "Dial out" mode. This telephone number can be either a fixed value, which can be filled in by typing a value, or it can be a variable. In both cases, this number signifies the destination where the call will go.
Transfer mode Transfer mode sends a caller to an operator, a department, or another station. In case of an operator or department, a fixed number is entered. III-56
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Voxtron Communication Center For any station, the caller will have entered the number in a variable, in an Input State. Options in Transfer Mode For a transfer, several options can be (optional) set. After clicking the Options button, with the Transfer option selected, the following window will appear:
These options define the type of transfer: •
•
•
A Supervised Call is one that is monitored during the transfer, so that if the call recipient does not answer, your application will give the caller additional call options. If your caller encounters a no answer or busy tone when calling, you have the option of selecting the Individual Action or Same Action. The Supervised Call with screening feature of the IVR's Transfer State enables the called party to know the name of the calling party, thus the person being called can decide if he/she can accept the call or reject it. It is useful in times when you want to talk only to specific persons or if you have set your own call priorities. When implemented, the call will be handled in such a way that the calling party will be prompted to say his/her name first before transferring his/her call to the person being called. If the called party accepts the call, the call will be connected. Otherwise, the calling party will hear a busy tone or no answer, whichever is the case. A Blind Call gives you maximum efficiency of your resource uses. The application will not monitor the lines, but will free a branch as soon as a transfer number has been entered. In Blind Call mode, the IVR does not follow the result of a transfer. Moreover, a blind call can be connected to an on-hook state, only.
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•
Note: With some telephone switches (PBX), an unsuccessful blind call may be returned to your application with a special code. In these situations, your application could further assist the caller if the call attempt was unsuccessful (no answer or busy). Your application could handle this call as two separate ones: the first call would initiate the blind transfer, and the second call would start when the PBX returns the caller back, due to an unsuccessful transfer. It is then up to your application to see that this caller should be handled correctly. With some telephone switches (PBX), it is not possible to use the "supervised call with screening" feature, because they are not able to take back a call that is already connected.
Pager Mode Pager mode allows a caller to send a page. When prompted, callers simply enter a telephone number. If you know the caller will need to page one person in particular, enter this number in the fixed value field of the Transfer window. Additional parameters can also be set for the pager. In order for the pager to work properly, you must fine-tune the special settings so that pages are successful, and messages can be delivered. Options in Pager Mode While the pager number (the telephone number to be called) is defined in the Transfer window, additional options can be specified using the Pager Options window. After clicking the Options button, with the Pager option selected, the following window will appear:
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Message: a fixed message is sent to the intended page recipient, indicating your application as the source of the sent page. You can design your application so that the intended recipient can call your application and execute some special commands to get access to Voice Mail and thereby receive the message left by the caller. Variable: If callers leave their telephone number in a variable, the intended pager recipient will see this number on the pager display.
Note: Only pagers with automatic notification will work. Any human operated pagers, where the caller must state their message verbally, will not work.
Dial out Mode In Dial out mode, your application can dial an outside number any time there is an available telephone line. This could be used for many purposes, such as delivering a special message. This Transfer form will contain the number your application dials. In Options, define the message or the time parameters for the dial out sequence. Options in Dial out Mode After clicking the Options button, with the Dial out option selected, the following window will appear:
•
Message Delivery Messages delivered can contain one or more speech files.
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Voxtron Communication Center You can assure that the person being called will hear the complete message by deselecting the Keypress can interrupt speech prompt check box. Otherwise, users can click any key to terminate messages, and terminate the special call being made. Use Dial Out Worksheet Start a call, and use the diagram which starts with the dial-out start state on the dial-out worksheet. If this setting is disabled, change the Dial-out Start Setting in the Options menu. Refer to the section Dial out worksheet, on page III-91.
•
Branching The Transfer State can have as many incoming branches as needed, but outgoing branching is very much dependent on the mode you select in the state. Outgoing branching in Transfer Mode In Transfer mode, the exact function will differ according to the following sub-settings: •
Blind call A blind call transfer has exactly one outgoing branch. This branch leads to an on-hook state.
•
Supervised call A supervised call can operate in one of two modes: – Same Action: Used when an unsuccessful attempt to transfer is attempted again and is successful. In this scenario, only one outgoing branch is required. – Separate Action: Used when several different actions may be needed in case of a no answer, a busy, or an invalid extension. In this scenario, exactly one branch is needed for each condition, totaling three outgoing branches.
Outgoing branching in Pager mode A Transfer State in Pager mode has one outgoing branch. Outgoing branching in Dial out mode A Transfer State in Dial out mode has one outgoing branch.
Input State Clicking and dropping the State on the worksheet.
icon on your worksheet will create an Input
An Input State is used to record one or more digits entered by a caller, storing it in a variable. Callers can communicate with your application using a telephone keypad. III-60
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Voxtron Communication Center The user input is evaluated against the settings of the Input State and it determines the path taken from the Input State. Double-clicking the Input State on your worksheet or right-clicking it and selecting Properties, will pop up the Input window.
Voice prompt Defines verbal instructions that will be presented to callers. There are 2 ways: • •
Through a single speech file Through combination Option If you select the combination option and press the construct button, you will get the Combined Play window below in which you can set conditions for that combined speech file or variable with or without an associated choice. (i.e. the Apply Condition to this choice check box selected or not). The possible choices are the keys that can be pressed on your telephone pad (Key 0 to Key 9 and * and #).
Note: Once a choice has been assigned to a combined speech file or a variable, it can still be assigned to a second speech file (or variable), Designing your Project
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Therefore, you should select the speech file (or variable) concerned and choose Set Condition from the condition drop-down menu. You will get the following Condition properties window in which you can define the conditions:
Of course, you can also lift the condition by choosing No Condition from the condition drop-down menu.
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Voxtron Communication Center By using the branches, you already define how the input influences the continuation of the call flow. The branches have as fixed names "Key '0'" , "Key '5'", "Key '*'", etc ... which is the key needed so that this branch will be taken. For a classical menu, where the input only influences the continuation in the call flow and does not need to be stored, only the maximum time for this input can be defined in the Allowed waiting time for input (secs) list box. Pressing one digit immediately determines the continuation of the call flow. Branch "Key '1'" is followed when pressing 1. If this branch is not present, the "Bad input" branch will be followed, or if not present, the "bad entry" message will be played and the input will restart. •
Selecting the Store the input in variable check box The Input of information might not necessarily immediately decide how to continue in the flow. The information is stored for later usage by checking the Store the input in variable check box (e.g. in a Transfer State, Voice mail State, etc.). Define in the input section which variable you want to use (via the dropdown box or by clicking the Variable Database button ) and customize the variable settings if you haven't done so in earlier Input States.
Note: A combination: "store for later usage" and "define how to continue" is also a possibility. It is frequently used. Just consider the case "Press 1 for Sales, 2 for Support. If you know the extension number you can enter it now". In this case, pressing 1 or 2 immediately determines the continuation of the call flow. With "1", branch "Key '1'" is followed; with "2", branch "key '2'" is followed. By entering an extension, another branch is followed. In this context, the check box If a menu branch exists for the first digit entered, do not accept further input. is of major importance. If it is selected and the branch "Key'1'" exists, but also extension 16 exists, the branch "Key '1'" will always be followed after entering the first digit and it is impossible to enter 16. If this check box is not selected, branch "Key '1'" will not be followed immediately, but the whole input will be analyzed first. The result of this analysis can be the branch "Key '1'" or the extension 16, in which case the branch "Input of " will be followed. The maximum number of digits is a variable setting.
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Voxtron Communication Center The Max number of input digits for this variable has as default the number of digits in an extension in the PBX. However, since this is a variable setting you will only see the "default setting" when you use a new variable. If the variable is already used in other input states, you will see the variable value. Indeed, some of the properties filled in are linked to the variable, and are not specific for the input menu. In a second input state that uses this variable, the same number of digits will be used as "max. number of digits".
• •
When you select "Store the input in variable", you can still put in a maximum of 1 digit so you have a menu where you store the input in a variable. you can still mix the more then one digit together with the menu. If the check box If only 1 choice is offered, take choice immediately is selected (refer to page III-61), the speech file will not be played and the menu will continue as if the caller entered that choice.
Add Variable When you have selected the Store the input in variable check box, you also have to select a variable. If you create a variable by clicking the Variable Database button appear:
, the following Add Variable window will
This is the Data tab page with its default values.
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Voxtron Communication Center Be aware, however, that the value of the Max number of keys field is defined by the number of digits in your extension settings defined in the Internal Number Length edit field of IVR70 | Call Control | Telephone number construction.Refer to PART TWO: MODULES, chapter IVR70_CAPI MODULE, section Call Control. This window will only appear when the added variable comes from an Input State.
Note: When you open the Variable Database in the toolbar, and not opened via the property dialog of States other than the Input States, this window will also appear to be able to edit the settings of this variable in case it was used for Input States. Most of the settings are variable settings. This means that the setting, although shown in the State Box on your worksheet, does not belong to this single state but to the variable. If you change it here, you change it automatically everywhere where the variable is used. These settings are thus not stored in this state, but stored in the variable database. Data The Min number of keys value sets a minimum number of digits. •
•
If Min number of keys = 1 If less digits are entered ( = 0 ), the Time-out branch will be followed. If such a branch is not present, you will be asked to enter your input faster and the input will restart. If Min number of keys > 1 If too few digits are entered, a special message notifying you of that fact will be played. If a Terminating key is selected and the Remove if present check box is selected, this key will be removed from the input (always in the last position). E.g. an input of 123# will become 123. In some cases, it is dangerous to show the contents of a variable; e.g. when the caller has to enter a userID followed by a password and the IVR PC is at an easily accessible place (e.g. at the office reception). You can select the the contents of this variable is sensitive. Do not log or show on the screen. check box. It is very easy to look at the RunTime screen, and see both numbers be entered. It can be avoided that the password is shown (it is replaced by a "*" sign to show there is input) by clicking this setting. The password also does not appear in the LG- and the TR-log files. Refer to the chapter RUNNING YOUR PROJECT, section Monitoring your system on page III-105.
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This is the Time-Out tab page with its default values. Validation
This is the Validation tab page with its default values. The possible validation types (to be selected from the Validate input as a drop-down list) are: III-66
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Number Date Time Extension Mailbox Extension and Mailbox
According to the validation type you chose, 2 check boxes can either become visible or be hidden. If these check boxes are visible, their exact appearance depends on the type selected in the Validate input as a drop-down list: Number (default) • Validate input as a Number is selected: All digits are checked to be genuine numbers "0", "1", … , "9" (of course you can use a Terminating Key such as "#") • Check input: … is selected. The Number window will appear, displayed on page III-70. In this dialog window you can define a minimum and maximum value and decide the "*" key to serve as a decimal point. • Pad with leading zero’s up to the maximum length. is selected. If, for example, you entered "234" and the "Max number of keys" (defined in the Data section of the Add Variable window) is 6, the variable will be "000234". Date • Validate input as a Date is selected: This means that the variable should comply with the date format defined in the Date/Time Format option of the Options menu in the Main Menu. One optional characteristic is that the input for a field should always be at least 2 digits. For day and month, 2 digits are required; for year, 2 or 4 digits must be entered. Especially, the order of the fields should comply with the date format defined in the Date/ Time Format option from the Options menu of the Main Menu. So, if the Date/Time format there is defined as "M-d-y", "04302002" and "043002" are valid inputs, while "30042002", "4302002" and "04302" are invalid. The input should normally contain 6 or 8 digits (7 or 9 if a terminating character is used). When this Date/Time Format is defined as "dd/MM/yyyy", "08052002" is a valid date.
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Check input… is selected. The Date window will appear, displayed on page III-70. In this dialog window you can define a series of conditions. Format input as date… is selected. This means that the value of the variable is stored according to the Date/Time Format as defined in the Options menu in the Main Menu. E.g. if "08052002" is entered and the Date/Time Format option is defined as "dd/MM/yyyy", then the variable is stored as "08/05/2002" (including slashes). E.g. if "043002" is entered and the Date/Time Format option is defined as "M-d-y", then the variable is stored as "4-30-2" (including dashes).
Time
Note: A Time validation always requires a setting in the Date/Time Format option of the Options menu in the Main Menu that has a 24-hour time format (capital H). If in this setting, a combination is selected having hours – minutes and seconds, the time validation will also require an input of hours – minutes and seconds. If only hours – minutes are selected, the input will only be validated if it was an input of hours and minutes. •
•
•
Validate input as a Time is selected: This means that the variable should comply with the time format defined in the Date/Time Format option of the Options menu in the Main Menu. An optional condition is that the input for a field should always contain 2 digits. When this Date/Time Format is defined as "HH:mm:ss", "080532" is a valid time. Check input… is selected. The Time window will appear, displayed on page III-72. In this dialog window you can define a series of conditions. Format input as time… is selected. This means that the value of the variable is stored according to the Date/Time Format as defined in the Options menu in the Main Menu. E.g. if "080532" is entered and the Date/Time Format option is defined as "HH:mm:ss", then the variable is stored as "08:05:32" (including colons). E.g. if "1306" is entered and the Date/Time Format option is defined as "H:m", then the variable is stored as "13:6" (including colon).
Extension Both check boxes are shaded.
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Mailbox Both check boxes are disabled. Extension and Mailbox Both check boxes are disabled. Valid mailboxes and extensions are defined via the Voicemail mailbox definition menu in the Web Center (IVR70_CAPI | Voicemail mailbox definition). Refer to PART TWO: MODULES, chapter IVR_CAPI MODULE, section Voicemail mailbox definition.
Note: If a validation cannot match, because the input is not correct, the "bad input" branch will be used, or when the branch is not available a "bad entry" message will be spoken and the input will restart. For Date and Time, for example: if the input is validated as a Date with the format set to "DD/MM/YYYY", and the input is "13022001", it is valid input which will be stored in the variable as "13/02/2001" only if Format input as date DD/MM/YYYY is selected. Otherwise, it will be stored as "13022001". However, an input of "02132001" will be invalid. • if a number of days in the future or past is specified, then this extra criterion is used to decide if the input is correct or not. If the criterion is "The entered date should be 0 day(s) in the future", then (today = 08/02/2001) an input of "08/02/2001" is correct, while an input of "07/02/2001" will result in following the "bad input" branch. Refer to the section Date, on page III-70. The Time field works in exactly the same way. •
If the variable is validated as a certain type, extra checks can be specified according to that type. If the Check input check box is selected, but the checks have not been specified yet, the Check input is incomplete and the words are colored red. To specify the checks, you have to click the Details button. Clicking the Details button will result in the appropriate dialog window, corresponding with your type of variable (selected in the Validate input as a drop-down list): • number • date • time
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This is the Number page with filled in values; default only the lowest check box is selected. Date
This is the Date page with filled in values. The defaults per variable are: The entered date should be … day(s) in the past … day(s) in the future from to Annually The day should NOT be (weekday) The day should NOT be (full date) Annually III-70
not selected 0 0 today’s date today’s date not selected none selected none selected not selected IVR Developer's Guide
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button, which will pop up the
Days can be selected or unselected by clicking the left mouse button on a selected day. You can use the buttons << and >> to change the year, < and > to change the month. To delete days, use the Delete button located at the top of the list. Or, simply click on any currently selected day to deselect it. After modifying timed actions, OK will confirm any changes. The calendar form closes, and the section covering specific days will list all selected days. You can delete days by using the Delete button on top of the list.
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The defaults per variable are: When compared to the moment it was entered is selected, later than the moment it was entered is selected When compared to following times is selected, later than: not selected When selected: current time earlier than: not selected When selected: current time
Branching The Input State can have an unlimited number of incoming branches, but a limited number of outgoing branches. The Input State has optional branches. These are branches that are available, but not required: • • • •
key 0, key 1, key 2, key 3, key 4, key 5, key 6, key 7, key 8, key 9, key #, key * Timeout Input of Available and required if number of digits > 1 Bad input Available if number of digits = 1 and if input is validated
Note: If a choice is assigned to 1 speech file (or variable), there is an extra optional branch ('key x invalid'). This branch will be followed if the condition was not met while the user still pressed that key. III-72
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Voxtron Communication Center The branch 'key x' becomes compulsory if a choice is assigned to 1 speech file (or variable). If a 'key x invalid' branch is not present, the “bad entry” behaviour is followed. This means that if the condition was not met and the user still pressed that key, the “bad entry” branch will be followed (if used). If also the “bad entry” was not used, the standard bad entry message will be played. If a choice is assigned to 2 speech files (or variables), there are 2 compulsory branches which will have names like 'key 1 MessageNr=1'. This type of branch is call a conditional branch and will only be followed if the condition was met and the user pressed the associated key. There is no longer a branch with a name like 'key 1', nor a 'key x invalid' branch.
Voice Mail State Clicking and dropping the State on the worksheet.
icon on your worksheet will create a Voice Mail
The Voice Mail State is used to store messages from callers in personal mailboxes. It is also used to retrieve messages stored in a personal mailbox.
3 Voice Mail State modes A Voice Mail State can be set in three different modes: • • •
Voice Mail In Voice Mail Out Voice Mail Operator
Double-clicking the Voice mail State on your worksheet or right-clicking it and selecting Properties, will pop up the Voice Mail window.
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Voice Mail In For callers to leave a message in the mailbox. The application will give a standard message "please speak your message after the beep", followed by a short beep. Then users can leave a message. They terminate this by disconnecting (hanging up the phone), or clicking a key. The mailboxes can be configured via the Voicemail mailbox definition menu in the Web Center (IVR70 | Voicemail mailbox definition). Refer to PART TWO: MODULES, chapter IVR70_CAPI MODULE, section Voicemail mailbox definition. The maximum recording time depends on the the size of the hard disk. One hour of recording equals approximately 10 MB disk space. The maximum length is set by default on 180 seconds and can be adjusted to a maximum of 99999 seconds. Refer to the General setting of the Voice Mail submenu of the IVR70_CAPI module in PART TWO: MODULES. Voice Mail Out In a Voice Mail out state, the main activity is retrieving messages. But the owner of the mailbox will need the password to enter. Initially, the password is equal to the mailbox number. If the number contains less than four digits, then additional 0's are added at the beginning. If the number contains more than four digits, the last four digits represent the password. Mailbox number 10 has password 0010, mailbox number 7032 has password 7032, mailbox number 67025 has password 7025. The owner of the mailbox can listen to his/her messages and delete them. The owner can also change his/her password and welcome message. There are three options to listen to your voice mail messages: III-74
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•
•
•
The standard option is to receive the messages in your voice mailbox, where you also will listen to them. You can activate the option whether a dial-out to (e.g.) your mobile phone should follow or not. You can receive a notification by email, saying that you received a message in your voice mailbox. Without the message in attachment. You can select the option to forward your voice mail messages to your email. The voice mail message will be attached as .wav file. This means that you disable the option to hear your voice mail messages by phone. This is called Voice to e-mail. The mailbox owner can be notified by Microsoft Outlook or Lotus Notes (or any other SMTP Server) that there is a new voice mail message. An e-mail message appears in the inbox with the voice mail message as an attachment. Refer to the Voicemail to email settings of the Voicemail submenu of the IVR70_CAPI (IVR70_CAPI | Voicemail | VoiceMail to Email). Refer to PART TWO: MODULES, chapter IVR70_CAPI MODULE, section Voicemail, subsection VoiceMail to Email.
Note: When you enter a voice mail out state as a caller, you get several menus. Refer to the chapter END USER PROJECT CONTROL on page III-111. Voice Mail Operator This State is used to reset the password of a user mailbox back to its default (the default is a 4-digit number composed of the mailbox number plus leading zeros or if the mailbox number contains more than 4 digits, only the last 4 digits are retained for the password). It can also be used to edit the Operator password. The default operator password is 9999.
Extra features The IVR offers some extra voice mail features: A message can be forwarded internally to a colleague. The mailbox owner can enter an external telephone number (mobile phone or pager) at which he/she can be reached when he/she is not in the office. As soon as a new message arrived in the mailbox, your IVR will send a notification and offers the option to listen immediately to the message. • MWI (message waiting indicator) The user gets a visual or auditive notification on his/her phone when a message is left in his/her mailbox. Refer to the Message Waiting Indicator submenu or the IVR70_CAPI module in PART TWO: MODULES. Refer to the section Multiple PBX support, on page III-6.
• •
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Branching The Voice Mail State can have as many incoming branches as needed, but only one outgoing branch.
Record State Clicking and dropping the State on the worksheet.
icon on your worksheet will create a Record
The Record State allows users to record a new speech file and/or overwrite existing speech files. Refer to the section Speech File Database, page III-29. This feature can also be used to record telephone conversations. This is, however, only possible if a conference call is possible (conference call between two callers and the IVR). This state can be used, for example, to daily update an info line. You create a hidden menu option (e.g "*") and the person responsible for updating the info line can easily access this menu option and record the new message via the phone. This can be done "on-line", making it unnecessary to shut down the IVR RunTime. The Record State has two elements: • a voice prompt to give instructions • the actual recording. Double-clicking the Record State on you worksheet or right-clicking it and selecting Properties, will pop up the Record window.
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Voice prompt Defines verbal instructions that will be presented to callers.
Record into Specifies where the results of the recording are stored. (What speech file is overwritten, or a variable that contains the name of the resulting speech file). The maximum length of recording defines the amount of time a voice is recorded. The recording terminates when: a) users click a key on their telephone keypad, or; b) when the maximum time is reached, or; c) when an interval of five seconds of silence is detected.
Combined Speech Speech files can be created as complete entities, such as "Welcome to our Company". They can also be created as combinations of phrases or parts, which are called constructs. These are joined with other constructs to form a complete sentence, at the time the user calls. This type of speech file is called combined speech. There are 2 ways: • •
Through a single speech file Through the Combination Option
Calculation State Clicking and dropping the State on the worksheet.
icon on your worksheet will create a Calculation
The IVR makes calculations based on numbers and/or variables. In combination with ODBC (refer to the section ODBC State, on page III-80), you get a powerful tool to automate orders.
For example: A customer enters a product number and also the quantity he/she wants to order. The IVR retrieves the price from a database, calculates the total price and adds VAT.
The Calculation State allows you to perform additions, multiplications, subtractions, divisions, and concatenations (linking numbers together). A Calculation State will perform the specified arithmetic function on the values provided. The values can be user or system variables or constants. If variables are used, they could receive their values from prior Input States or from a previous Calculation State(s). The results of the calculation are stored in the specified results variable.
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Branching A Calculation State can have as many incoming branches as needed. It has only one outgoing branch.
On-hook State Clicking and dropping the State on the worksheet.
icon on your worksheet will create an On-hook
An IVR session is terminated with this state.
Note: On-hook can also lead to a Call Termination Worksheet (refer to the section Call termination worksheet, on page III-98), where the actions that have to take place at the end of a call, can be defined. Mostly used in ODBC projects. The termination can occur in two ways: If the caller terminates a call, an on-hook detection function in the IVR will notice this event, and cause the IVR to go on-hook as well. • If the application terminates the call by the On-hook State, the application will stop. The application can have as many On-hook States as needed. •
On-hook Detection Your application uses two mechanisms to determine the on-hook status of any call. III-78
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• •
Timeouts If this maximum number is exceeded, the call will be terminated. On-hook signal Some telephone systems send a signal to indicate that a call is on-hook. Most of the time, when the other party hangs up the phone, you will hear an on-hook signal (normally the same signal as the busy signal) to indicate that the phone is connected.
To verify the presence of an on-hook signal, have someone call you at an extension on the PBX system. After you begin talking, ask the caller to hang up. Do not hang up: remain on the phone and listen. If you hear a sound that resembles a busy tone, this is a disconnect or on-hook signal. To help your application identify this signal, connect the branch you used for the on-hook test to the machine, on line number one. From now on, every application you develop will use these parameters.
Call Termination Setting Select Call Termination Setting from the Options menu in the Main Menu.
This option is used to clean up (e.g. the database) after you go on-hook. On-hook can be initiated either by the caller (putting down the phone) or by reaching an on-hook state, or by performing a transfer (connecting through on-hook). Although in theory you can place all states in this sheet (including Link States to other sheets), it is not guaranteed that playing voice prompts can still work (e.g. a standard bye-bye message). What works and what not is dependent on the environment. E.g. in CAPI or ISDN, playing voice prompts is not possible, but when using analogue lines it works.
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Advanced projects "Advanced" meaning that the project is linked to external systems.
ODBC State Clicking and dropping the State on the worksheet.
icon on your worksheet will create an ODBC
Open Database Connectivity (ODBC) links the IVR with any ODBC-compliant database (MS Access, MS Excel, FoxPro, Oracle, SQL Server, …). This database may be present on the same computer or on the same network. The caller can add/delete records, update fields or retrieve values. This enables the IVR to process orders, update customer information, give prices, etc., over the phone. There is also an option to enter free SQL statements. ODBC States allow you to use information in a database to develop a more intelligent interface with callers. You should have experience developing database applications and configuring ODBC connections before venturing into this area of application development.
Note: ODBC itself will not be explained here, only how to use it in an IVR application. If you defined the ODBC link before you design your application (recommended), select the link in the IVR ODBC wizard. This method will simplify the process of configuring the state, since all tables and its fields will be available by drop-down menus. If the database is not yet available through ODBC, enter the required database, table and fields names by typing their respective names.
Major ODBC actions • • • •
•
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Retrieve data from the database. Update a field in an existing record of the database. Add a record. A free SQL statement which is supported by the ODBC standards (an SQL statement which is written manually as opposed to defined by "point and click"). Retrieving or updating or a value from a record Select the Database. Define the database you'd like to work with, and select I want to look up a field in the opening screen of the wizard. The easiest way to do this is to define the ODBC connection first, so you can leave the Don't check the database now unselected. If the database in use utilizes security, specify the user name and password in Options. IVR Developer's Guide
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• •
•
If your database has authorization features, such as user name and password, be sure to read the security section. Select the Table you wish to work with.
Select the Record. Specify what value to search for (and what field to search for) in the records. This value can be a fixed value, or something which was input by the caller and stored in a variable.
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•
Specify the name of the field in the record within which to search for the match. If you have the check box Don't check the database now selected on the previous screen, enter the name of the field. If unselected, then use the drop-down box, which lists all fields in that table A record is found if the value in the field matches the value you specify. Get value or update value. This is the value used to perform an update. Getting a value
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Update the field using any of the following operations: – Set to: This will change the current value of a field in the record to the new specified value (either literal or variable). – Add: Add the current value of the field with the contents of the variable/field. – Subtract: Subtract from the current value of the field with the contents of the variable/field. – Multiply: Multiply the current value of the field with the contents of the variable/field. – Divide: Divide the current value of the field with the contents of the variable/field. Adding a record • Select the Database. Define the database you will work with, and click on I want to add a record in the database in the opening screen. The easiest way to do this is to define the ODBC connection first, so you can leave the Don't check the database now unselected. If the database in use utilizes security, specify the user name and password in Options. Designing your Project
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Voxtron Communication Center If your database has authorization features like a user name and password, please read the security section. • Select the Table. • Enter values for all fields. Field/value pairs can be manipulated by using the buttons on top of the list:
•
for adding a field/value pair for changing/modifying a field/value pair for deleting a field/value pair
When selecting the add or modify button, the field/value pair must be defined. A field name can be selected from a list (except when Don't check the database now is selected on a previous screen, in which case the name must be manually entered). Choose a fixed value, or a variable (refer to the section Variable Database, Selecting a variable, on page III-27). Free SQL
Note:
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Refer to the section Free SQL Syntax, on page III-85, for a more detailed explanation. Select the Database. Define the database you will work with, and select I want to enter a free SQL statement in the opening screen. The easiest way is to define the database first, so you can leave the Don't check the database now check box unselected. If you want to add security, specify the user name and password in Options. Type in the Free SQL statement. The query allows you to insert variables, for storing results.
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Variables can be inserted for each field in the "select" list, and in the "where" clause. Variables should always be encapsulated in brackets like: { this }. If the variable does not exist yet, it will automatically be added to the Variable Database.
Free SQL Syntax The supported SQL commands in the ODBC State are: • • • •
SELECT INSERT UPDATE DELETE
Because the syntax for the SELECT command differs distinctively from the other three, it will be discussed separately. There is also support for stored procedures through the CALL command which will also be dealt with separately. SELECT commands in ODBC With a SELECT command, it is possible to retrieve information from an information source, and (optionally) meeting certain conditions. In SQL terminology this means: • • •
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Information: Information source: Meeting certain conditions:
the list of columns one or more tables in the database criteria, sort order, etc…
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The corresponding SQL syntax is: SELECT FROM [];
For Example: SELECT Name, Age FROM Members WHERE Age >= 18; SELECT commands in the IVR The syntax for the SELECT command in the IVR GUI includes some additional information: • In section: for each column, the name of the corresponding GUI variable. • In section: names of GUI variables that are used as a value. The syntax in the GUI is: SELECT Name {tb_var1}, Age {tb_var2} FROM Members WHERE Age >= {tb_var3}; In the section: The result of the SELECT command will be stored in GUI variables tb_var1 and tb_var2. In the section: The contents of the GUI variable tb_var3 will be used for setting the condition. All SQL syntax is allowed in the section, provided that the syntax is supported by the used ODBC driver (e.g.: "Order by", "Group by", "Having", "Min", "Max", "Exists", "In").
Note: If the SELECT command returns a record set that contains multiple records, the variables are filled with the values of the first record in the record set. INSERT, UPDATE and DELETE commands in ODBC The corresponding SQL syntax for each of the commands: •
INSERT INTO
() VALUES ();
•
UPDATE SET = [, = …] [];
•
DELETE FROM [];
For Example:
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INSERT INTO Members (Name, Age) VALUES ('John', 23);
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UPDATE Members SET Age = 25 WHERE Name = 'John';
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DELETE FROM Members WHERE Age >= 18;
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INSERT, UPDATE and DELETE commands in the IVR The corresponding syntax in the GUI is: • • •
INSERT INTO Members (Name, Age) VALUES ('{tb_var1}', {tb_var2}); UPDATE Members SET Age = {tb_var2} WHERE Name = '{tb_var1}'; DELETE FROM Members WHERE Age >= {tb_var3};
All INSERT/UPDATE/DELETE syntax that is supported by the ODBC driver, is also allowed in the free SQL State. There are no limitations for the usage of GUI variables in the free SQL statement. They can be used anywhere, as long as the name is put between curly braces. One “Free SQL statement” may contain multiple SQL commands. For example: SELECT ID{ID}, Text{Text} FROM Sms WHERE Status = 'READY'; UPDATE Sms SET Status = 'SENDING' WHERE ID = {ID}; In this example, the output variable ID in the SELECT command serves as input in the UPDATE command (with other words, the variable is filled in by the SELECT command, and its contents is used by the UPDATE command.
W arning:
Pay attention to the usage of the single quotes around the braces in some of the SQL statements: this means that the ODBC driver must interpret the value as a string. The same remark applies for the SELECT statement. CALL command (calling stored procedures) in ODBC A stored procedure is a routine (function or procedure) that is defined in the database. The internal syntax for stored procedures depends on the used database. The way for calling stored procedures in ODBC is always the same, no matter what database is used. From a user point of view, a stored procedure is nothing else than a function call, with parameters and a return value, just like you would call a function in the C programming language. The only difference is that you have to use the keyword “CALL” in the ODBC syntax to indicate that you are calling a stored procedure: A = CALL ProcName(B,C); When there is no return value, the syntax is like this: CALL ProcName(B,C);
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Voxtron Communication Center When there are no parameters, you may not use brackets: A = CALL ProcName; CALL command (calling stored procedures) in the IVR The syntax for the free SQL command in the GUI includes some additional information: • • •
Name of the variables in the GUI Datatype of the parameters I/O type of the parameters
The corresponding syntax in the GUI is: {tb_var1}[integer,output] = CALL ProcName({tb_var2}[varchar,input], {tb_var3}[integer,input_output]); • Between curly braces: o The name of the GUI variable • Between square brackets: o Data type: CHAR, VARCHAR or INTEGER o I/O type: INPUT, OUTPUT or INPUT/OUTPUT
Notes: The data types and I/O types are not case-sensitive A return value MUST have I/O type OUTPUT and data type INTEGER In case of a VARCHAR data type, the maximum size can be specified as follows: {tb_var2}[varchar(250),input]. If the maximum size is not specified, 1023 is assumed. Debugging stored procedures in the IVR The VoxLog20 module is used to log traces and errors. Below you can find a few examples.
Example1: SELECT Name {var1}, Age {var2} , BirthDate {var5} FROM Members WHERE Age >= {var3}; The log file will contain the following log entries when the SELECT statement above is called: T> Execute SQL statement SELECT Name, Age, BirthDate FROM Members WHERE Age >= 30 ; T> Parameter 1 (var1) = Philip T> Parameter 2 (var2) = 39 T> Parameter 3 (var5) = 27/05/1964 00:00:00
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Example2: {retval}[integer,output] = CALL GetNextSms( {ID}[integer,output], {TEXT}[varchar(250),output], {TELNUMBER}[varchar(50),output]); The logfile will contain the following log entries when the stored procedure above is called: T> T> T> T> T> T> T> T> T>
Call stored procedure GetNextSms GetNextSms: return parameter = retval GetNextSms: add int output parameter: ID GetNextSms: add varchar(250) output parameter: TEXT GetNextSms: add varchar(50) output parameter: TELNUMBER GetNextSms: output parameter 2 (ID) = 12 GetNextSms: output parameter 4 (TELNUMBER) = +32477123456 GetNextSms: output parameter 3 (TEXT) = hallo GetNextSms: output parameter 1 (retval) = 0
In the logfile you can clearly see: • • • •
The ODBC command. The values of the parameters that are passed to ODBC. The values of the parameters that come back from ODBC. All ODBC errors that occurred, with their full text. Errors are logged with the marker “E>”.
Branching The ODBC State can have as many incoming branches as needed, but always has two or three outgoing branches: OK: the query was successfully executed Error: an error occurred during the ODBC query Not found: requested value not found in database This branch is present when executing a free SQL command if the check box Use "No Records Found/Affected" branch is selected. It is also present when looking up or changing information through the ODBC wizard. An error doesn't signify that a problem has occurred in your IVR application, it means that for some reason the ODBC query failed. The call may very well be able to continue with little impact from the ODBC error; it depends on the application. • • •
External Routine State Clicking and dropping the icon on your worksheet will create an External Routine State on the worksheet.
Designing your Project
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Voxtron Communication Center The External Routine State allows an application to access external routines. It enables the user to include in his/her applications any other system (DLL) files that will prove useful in the project he/she is creating. However, the DLL files to be used can only be chosen from the DLL files specified in the IVR Server.
In the DLL tab, you have to specify which DLL you will be using in your application and the name of the function in the said DLL. Select the necessary items from the drop-down box.
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Set the properties of the said DLL (the parameters to pass before and/or after the calling function). These functions will be implemented on your call flow once you use the RunTime. If you want to add or delete parameters on the properties, just click the Add or Delete
button
button.
Modify your parameters by using the Edit
button.
Note: Make sure that you know the DLLs listed and what they actually do. In this way, you will be able to know whether using those particular DLLs will be helpful to your application.
Dial out worksheet This is a separate worksheet that helps to manage outbound calls You can dial out to employees and give them access to details entered by the caller or run an external application and start calls based on new records that are being added. A Dial out worksheet can be created by selecting Dial-Out Start Setting from the Options menu in the Main Menu. The following window will appear:
Select the Use Dial-Out Worksheet option here, and a Dial Out Start Sheet will be created containing a Dial Out Start State to be configured. Right- or double-clicking the Dial Out Start State icon will make the Dial-Out Start Window appear. At the start (before adding a "criteria page") the Dial-Out Start window contains three pages: • ODBC Setup • •
Designing your Project
Line Setup Default
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Dial-out ODBC Setup A database table can be used for many purposes, although it is most often used to have your application dial out. This is done in the following fashion: Records of a database table are regularly checked, and if records are found which match criteria (described in the "criteria page") for which the date and time specified has been reached, then a dial out call will begin. In order for this to take place, the following information is required: a telephone number, the date/time to start the dial out, the number of retries, and the amount of time to wait (in case an attempt was unsuccessful). Each of these things must be configured on this page:
Database Select an ODBC-link to a database. Table Select a table from that database. Records in the table may contain more fields, which may be used by an operator program, or a third-party management program, or to store extra information, but the following fields are required:
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•
•
•
•
•
•
Number to dial The telephone number that must be dialed. In the Transfer State, this telephone number must be dialed. This number will be copied into this field and used by the Dial-Out State. The type of this field should be "text". Total number of tries This sets the number of retries your application will attempt if the first attempt is unsuccessful (no answer, or a busy signal is considered unsuccessful). Once this amount is reached, no additional retries will be attempted. The type of this field should be "number" or "text". Number of tries done so far A counter in this field will be incremented after each unsuccessful retry attempt. This field is not configurable. The type of this field should be "number" or "text". Store number of minutes after busy This sets the amount of time after a failed dial out attempt, before a retry is attempted. This value is stored in the table counter, and is represented in minutes. For example, two hours, 30 minutes is converted to 150 minutes. The number of minutes, after a busy signal condition, is stored in this field. The type of this field should be "number" or "text". Store number of minutes after no answer This sets the amount of time after a failed dial out attempt, before a retry is attempted. This value is stored in the table counter, and is represented in minutes. For example, two hours, 30 minutes is converted to 150 minutes. The number of minutes, after a no answer condition, is stored in this field. The type of this field should be "number" or "text". Current status of the dial out
Note: It is possible to add a record to this database by using the Transfer State in Dial out Mode (refer to the section Dial out Mode , on page III-59). This field then initially has the value "ALMOST_PENDING". When the call (with the Transfer State) has ended, this value is changed to "PENDING" and the dial out call will begin if the conditions are met. This field indicates whether a call is currently busy, redialing, etc.
Designing your Project
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Voxtron Communication Center To add a record for dial out, the value of this field must be "PENDING". When the dial out is busy, this value is changed to "CALL_IN_PROGRESS". If the dial out has been completed successfully, this value becomes "SUCCESSFUL_CALL". If the dial out has failed and it was the last possible attempt, the value of this field is set to "DIALOUT_FAILED". The type of this field should be "text". • Unique dial out identifier A unique identifier (integer) is stored in this field. The type of this field should be "number" or "text". • Date and Time for next dial out (yyyymmddhhmmss) This field contains a date and time that makes the record become "active" during the time period, if the date is active. The type of this field should be “text”. The format is: yyyy year (4 digits, e.g. 2000) mm month dd day hh hour mm minutes ss seconds Store unique dial-out identifier in var. In more advanced applications, you may want to store extra information in the dial-out record, which can be accessed by the ODBC state. To access this record, a unique identifier is needed. This is done in the following fashion: In the record, a field is being used for this task (see above: "Unique Dialout identifier"). When a dial out starts, and a variable is referenced, the variable will retain the value of the field. This is often used to obtain additional information.
Notes: 1.
This field should be defined when the database is being created, and is linked through ODBC.
2.
In SQLServer the type "text" is actually "varchar".
Dial-out Line Setup Line setup is used to configure incoming and outgoing lines. Defining which lines are to be used for incoming and outgoing calls will greatly reduce the amount of traffic conflicts for an organization, and improve network efficiency. You can make a list of all lines that can be used for outgoing calls. The application will only dial out using one of those numbers.
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To make the list with the line numbers, you can use the following buttons: For adding a line number For changing the line number For deleting a line number
Dial-out Default If dial-out is supposed to occur at a specific date and time, but without any other special criteria, you can make use of the default branch. If you want the default branch, you will need to select the default box.
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If, however, you need an extra criterion (for example: amount > 5000), do so by adding a criteria page.
Dial-out Criteria Let's consider that the application should call all customers, whose balance exceeds $10,000. Each record must have fields described in the ODBC setup, including an extra field showing customer balances. To have a dial-out automatically when a record is added, or when the amount is updated, you need to add a criteria page and the Start a dialout call, without using any specific criteria other than the date and time check box on the default page should not be selected (otherwise, it will dial out for all records in the table and not only for those exceeding the 10,000 threshold). You do so by clicking the Add button in the utmost right pane of the Dial-Out Start window. A pop-up window appears (New Branch window), inviting you to give a Branch Name.
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After doing so, you click the OK button which will add a new page to your Dial-Out Start Window bearing that name. You have now created a "criteria page".
To add or delete tests in the criteria, you can use the appropriate button: For adding a test-criterion For changing the branch number To delete the test criterion If more than one test is specified, these rules apply: •
•
If one field is mentioned in two different tests, the test is considered successful if just one out of those two tests is successful. For example, if the qualifications are "code=one" and "code=5", the test is successful if a field code has a value of one or five. If more than one test is specified, and the field names are different, then both tests must be successful. If the qualifications are "code=one", and "amount>10000", then the test is successful only if the record contains the field "code=one" and also "amount>10000".
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Dial-out Edit Criteria To define a test, a field is required, and a value or value range must be assigned to the field.
Call termination worksheet This is a separate worksheet in which you can define all actions that should happen after a call has been terminated (un)expectedly. A call can be terminated by the caller in the middle of an unfinished action. Keeping the partial information entered by the caller, would lead to a pile of unwanted, incomplete information in your system. In the Call Termination Sheet you can clean up these incomplete transactions. A call is terminated after you go on-hook. On-hook can be initiated either by the caller (putting down the phone) or by reaching an on-hook state, or by performing a transfer (connecting through on-hook). Refer to the sections Transfer State, Options in Transfer Mode and Outgoing branching in Transfer Mode, respectively on pages III-57 and III-60. Although in theory you can place all states in this sheet (including Link States to other sheets), it is not guaranteed that playing voice prompts will still work (e.g. a standard bye-bye message). A Call Termination worksheet can be created by selecting Call Termination Setting from the Options menu in the Main Menu.
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The following window will appear:
Select the Use Call Termination WorkSheet option here, and a Call termination Sheet will be created containing an On Hook State Call Terminate to be configured.
Finishing your project Introduction Before actually running your project, you should create voice prompts (or record speech files). Voice prompts guide the callers through the different menus and options they have. For more detailed information on voice prompts, refer to the section Speech File Database, on page III-29. There are three different ways to record speech files for your project: • •
Creating voice prompts via phone recording Creating voice prompts via sound card recording
•
Creating voice prompts via TTS (Text-To-Speech)
Creating voice prompts via phone recording Click on the Message Recording button Designing your Project
in the Main Menu of your worksheet. III-99
Voxtron Communication Center The Message Recording window appears:
You have to select the Project name and the Language to be used in recording. If you call the application, you are asked to specify the speech file number you want to record. Now, you can simply say the message after the beep tone and it will be recorded.
Creating voice prompts via sound card recording If your PC has a sound card, it is possible to directly record the speech files in all languages. Click on the Speech File Database button
in the Main Menu of your worksheet.
The Speech File Database window appears:
In the Speech File Database window you can see the list of speech files with their corresponding numbers. If you click the Details button, the Speech File Generation window appears where you can do the actual recording. III-100
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In this detailed speech file database you can see the different languages you selected (the default language is initially selected; refer to the Default Language submenu of the IVR70_CAPI module in PART TWO: MODULES) for which you can do the recordings. On the right side, there is room to type the Full Text in each language, which can be very convenient when recording.
Note: For a list of voice-prompt languages, refer to section Language State, on page III-51. For French (Belgium), the French (France) RealSpeak engine is used. It is very easy to use the recording buttons, Record, Stop and Play (left upper corner of the Speech File Generation window).
Note: If you want Text-To-Speech to automatically generate the speech files (refer to the section Creating voice prompts via TTS, on page III-101), you MUST fill in the complete message in the Full Text field.
Creating voice prompts via TTS You can also let your IVR automatically generate your speech files (voice prompts) with Text-To-Speech (TTS). Proceed the same way as in Creating voice prompts via sound card recording, but the full message MUST be typed in entirely and accurately in the Full Text field. Designing your Project
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Voxtron Communication Center In this way your typed message will automatically be converted into speech from the moment that your project will run
for the fist time.
You can also manually generate the speech files via TTS and listen to them. You just have to type in the full message in the Full Text field and click the Play button (upper left corner of the Speech File Generation window). TTS uses RealSpeak or TTS3000 if the language is not available in RealSpeak. RealSpeak languages: English (US), Dutch (Belgium), Dutch (Netherlands), French, German, Korean. TTS3000 languages: English (US), English (GB), Dutch (Netherlands), French, German, Spanish, Spanish (Mexico), Italian, Portuguese (Portugal), Chinese (Mandarin), Korean, Japanese.
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RUNNING YOUR PROJECT Starting/Stopping your Project Starting your project As you develop your projects, it is recommended that you test them often. To test your project, make sure that your application is connected to working telephone lines. Before an IVR application can be compiled and run, all application components (branches, States etc.) must be configured/edited so that all required information is complete. Any element that contains incorrect or missing information in required field(s) will appear in red. You can find the incomplete States in your project via the Find State. Refer to the chapter Designing your Project, section Find State on page III-37. Once the required fields are complete and correct, the red highlight will turn black. The amount of required information varies, depending on the element. Some elements (such as the Start State) require no configuring, while others (Input State) require more. In addition to being configured, States must also be connected to other States (via Branches) in order to be complete. Also, IVR applications can not be compiled or run until all required editing of application components is completed. Run your application by clicking the Run project button
or press
CTRL+ENTER.
Note: You can also start up the RunTime via the Service Status menu of the Configuration Center. Here you can click the Start button. If you select the Automatic Startup mode here, your IVR application will be started up when you start up your PC.
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The RunTime Screen is described further in this part. Then simply call your application, as any other caller would.
Running as a service The main advantage of running your IVR as a service is that after a power failure your project will start up without having to log in to your system. Not having to be logged in all the time is also an advantage from a security point of view.
Restart upon failure All services (Voxtron Telephony Runtime and Voxtron Runtime Data Storage 6.0) are configured to automatically restart upon failure.
Stopping your project Click the Exit button
on the toolbar. This only closes the GUI.
Note: Closing the Graphical User Interface does not stop a running RunTime. Closing a RunTime Screen does not stop a running RunTime. Stopping the service, however, does. Refer to the section MONITORING YOUR SYSTEM, Via RunTime screen on page III-105.
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Monitoring your system Via RunTime screen Running your application (by clicking the Run project button enables the RunTime screen to connect.
ENTER)
or press
CTRL
+
Start runtime via the Start menu | Programs | Voxtron | Voxtron Communication Center | Runtime screen This will open an empty Voxtron Runtime Screen window. Then select New Screen in the File menu which will trigger the Connect window:
The description you fill in in the Title edit field will appear in the left pane of the Voxtron Runtime Screen if you have selected the Save this connection option. In this example you made one connection that you have named “IVR”. In this way you can have several connections with different names which you can monitor from the Voxtron Runtime Screen by clicking the appropriate button (having the name you gave yourself)
Running Your Project
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If you select the Select all option, all lines will be traced. This will also result in the line number bars in the upper part of the window being selected. You can select your lines to be traced separately by selecting the appropriate bars in the upper part of the window. If you select the Show system logging option, line independent information will (also) be displayed You can pause the trace by clicking the Pause button. You can resume it by clicking the Continue button. Clicking the Clear button will empty your trace window.
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The left part of the window displays:
Note: This might also be the upper part depending on the options you chose in
the Window menu
•
the line number (e.g. 1)
• • •
), with its status light or state icon (e.g. the State and action information (e.g. P tb_menu) and possibly (with a Play State)
• •
the Speech File number (e.g. 38100) the keypad entered digits (e.g. 123456#)
Note: For security reasons, you might prefer to have the entered digits not visible. Running Your Project
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Voxtron Communication Center Then, they are visualized by means of ***. Refer to the chapter DESIGNING YOUR PROJECT, section Input State on page III-60.
The right part of the <Title>window displays:
Note: This might also be the upper part depending on the options you chose in
the Window menu [] ()
Physical line number on the board. Internal Call Reference Number (CRN). This is the number used internally by the IVR.
Default Loggings E
W i ! S X
Serious Error This is not a fatal error and will not cause the RunTime to stop (cannot be turned off) Warning (cannot be turned off) Information Important information Successful action Fatal Error These errors cause the runtime to stop. (cannot be turned off)
Extra Loggings To have these loggings activated in your trace window, it is up to the system administrator to select them via the Logging menu in the Configuration Center. V D
T
C
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Speech File Information Debug Information Select this check box in the Logging page of the Configuration Center to find the cause of a problem in the RunTime. Trace Information Select this check box in the Logging Page of the Configuration Center to trace in which part of the RunTime a problem occurred. State Machine Information Information about the state machine that executes the runtime scripts. IVR Developer's Guide
Voxtron Communication Center p
Plug-In information Select this check box in the Logging page of the Configuration Center to log information about invoked Plug-Ins (functions, input parameters, output parameters,...)
Running Your Project
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END USER PROJECT CONTROL Introduction The end-user (owner of a mailbox on the system) can manage his/her voice mail when entering a voice mail out State. Refer to the chapter DESIGNING YOUR PROJECT, section Voice Mail State, on page III-73. This can in fact be described as "flowchart-independent voice mail control". These voice mail manipulation capabilities can be broken down in three major categories that will be discussed subsequently: • • •
Accessing your mailbox Listening to your messages Editing your personal settings
Note: When set up as such by your system administrator, all your voice mail messages will be sent to your e-mailbox. This is called Voice to e-mail. Refer to the chapter DESIGNING YOUR PROJECT, section Voice Mail Out, on page III-74. Refer to the Voicemail to email settings of the Voicemail submenu of the IVR70_CAPI module in PART TWO: MODULES. You receive an email in your e-mailbox with the voice mail as an attachment. To listen to your message, you simply have to open the attachment.
Accessing your Mailbox When prompted for, enter your mailbox number and your password. The password consists of 4 digits, representing your extension (if applicable), preceded by zeros to make up a total of 4 digits.
For example Extension
35
Extension
123
End User Project Control
will have password 0035 0123
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Note: If your extensions have more than 4 digits, only the last 4 digits will be retained as a password. E.g. extension 54308 will have 4308 as initial password. You can, however, change your password at any time by selecting the menu "Edit your personal settings". Refer to the section EDITING YOUR PERSONAL SETTINGS, on page III-113. Now, in the Main Menu, you have three possibilities. You can: Listen to your messages
Press 1
Edit your personal mailbox
Press 2
Exit your mailbox
Press * or 0
Listening to your Messages After you have pressed 1 ("listen to your messages") in the Main Menu, you receive information regarding the number of messages in your mailbox. Your first message will be read automatically and you will hear a menu offering 6 options:
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Erase a message
Erase the message you just heard.
Press 1
Listen again
Listen again to the message you just heard.
Press 2
Listen to next message
Listen to the next message in your mailbox.
Press 3
Listen to the date and time
Listen to the date and time of the message you just heard.
Press 4
Forward a message to another extension
Enter the mailbox number of the person you want to forward the message to. You will get a confirmation that the recipient received your message.
Press 5
IVR Developer's Guide
Voxtron Communication Center Exit this voice mail menu
Press 0
Actions while listening to your voice mail messages Back to beginning
Go back to the beginning of the message.
Press 1
Rewind
Rewind the message approximately 2 seconds.
Press 4
Pause
Stop playing the message temporarily. To resume, press 5 again.
Press 5
Forward
Forward the playing of the message. Your message will advance approximately 2 seconds.
Press 6
Fast rewind
Rewind your message approximately 10 seconds
Press 7
Fast forward
Forward the playing of the message. Your message will advance approximately 10 seconds.
Press 9
End
Stop playing the message and go back to the menu with the options for this message.
Press 0 or 3
Editing your Personal Settings After you have pressed 2 ("edit your personal settings") in the Main Menu, you can easily change specific settings, such as your password, your greeting message, etc. You will hear a menu offering 7 options:
End User Project Control
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Voxtron Communication Center Record your greeting message
After the beep, record your greeting message and terminate by pressing # (hash key). Each caller who arrives at your mailbox to leave a message will hear this greeting.
Press 1
After recording, the system asks you if you want to keep the message or re-record it.
Record your user name
You will return to the menu. After the beep, record your user name and terminate by pressing #. Each caller who arrives at your mailbox to leave a message will hear: "This is the mailbox of <recorded user name>". After recording, the system prompts you to keep the message or re-record it. You will return to the menu.
Press 2
By default, the caller will only hear your mailbox number.
Note: Only one of the two (recording your greeting message or recording your user name) will have effect. Recording your greeting message removes your user name and vice versa. Every caller will only hear one recording. Change your password
Enter your pager settings
Enter a new 4-digit password. You will be prompted to enter it a second time to confirm. If both entries are the same, your new password is registered as valid. If not, the system informs you that you entered 2 different passwords, and you will return to the menu. Enter the pager number you want your message waiting indication sent to. Terminate by pressing the # key.
Press 3
Press 4
When you receive a new voice mail message, you will get a warning message on your pager. To delete any existing pager setting, simply press the # key.
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Voxtron Communication Center Use voice mail dialout
Using voice mail dial out, gives you the opportunity to access your voice mailbox from
Press 5
your mobile phone or any other phone. Enter the phone number you want your message waiting indication sent to. Terminate by pressing the # key.
When a new voice mail message arrives, you will receive a call on the specified phone number. Enter your password to get access to your voice mailbox. To delete any existing voice mail dial-out setting, simply press the # key. Exit your mailbox End
End User Project Control
Press * Go back to the previous menu.
Press 0
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INTRODUCTION Preliminary remark: Although this part is first and foremost a description of the Voxtron Client 9.1, it also contains mentions of the Voxtron Web Client. This application is in fact a web interface with similar features and functionalities and a similar look to the Voxtron Client. There are, however, minor differences with the Voxtron Client. These minor differences will be indicated hereafter with a text introduced with the heading “Note on Voxtron Web Client 9.1”. Please start the Client via the icon on your Desktop or via Start | Programs | Voxtron | Voxtron Communication Center | Voxtron Client
If you select the check box Use windows authentication, the Windows domain and user name will automatically be fetched and put in the user name edit field and both the User name and Password edit fields will automatically be disabled.
Note on Voxtron Web Client 9.1 The Windows authentication method is not present in the Voxtron Web Client 9.1.
Note: Only if the check box Active Directory user in CC91 | Users, Personal tab page has been selected you will get this Use my Windows account check box. After clicking the Connect button, you get the window below that will differ according to the settings decided in CC91 | Configuration | License server (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Configuration, License server), CC91 | Configuration | Interactions (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Configuration, Interactions) and CC91 | Users, Queues tab and Direct Introduction
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Voxtron Communication Center fax tab pages (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users, Queues and Users, Direct fax).
Note on Voxtron Web Client 9.1 If Skype for Business has been selected previously for a Voxtron Web Client 9.1 user, the additional option Use AD password to sign in to Skype for Business will appear and an edit field where you can enter an SfB password if the mentioned option (“Use AD password…”) has not been selected. Possibility to select the queue(s) (and contact types) and possibly (i.e. if dynamic agent allocation has been set up) the level (that you might be able to change, depending on the configuration in the Web Center) you want to log on for.
Note: There is still a possibility to modify the logged on queues and contact types without having to go through the logon procedure again. Refer to page IV50. If you do not select any of the contact types/queues, but fill in the Extension edit box, you will have no contact center contact types/queues and only direct calls and direct faxes will be allowed. IV-2
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By clicking the Configuration button you can select your working language from the drop-down list (English, German (Deutsch), French (français), Dutch (Nederlands), Italian (Italiano), Spanish (Español), Portuguese (Português), Swedish (Svensk), Danish (Dansk), Polish (Polski), Turkish (Türkçe), Thai, or Romanian (Român).
Note on Voxtron Web Client 9.1 This Auto-reconnect if connection is lost check box is not present in the Voxtron Web Client 9.1.
Notes: 1. After having selected your language, the Login window will reappear in that particular language and all subsequent client windows will be in that language. 2. As an agent you can have three different extensions, the third being a group number referring to the other two. Those three numbers all belong to the same agent! The extensions should be entered comma separated in the Extension edit field and the group extension should have brackets. E.g.: 11, 12, (10). 3. You can only enter an extension in the Extension edit field if free seating has not been disabled in the Administration Interface. Otherwise the extension is already filled in. Refer to the Permissions tab page of the User Data window of CC91 | Users or CC91 | User templates (PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users or User templates) if the User can’t enter an extension during logon in the Administration Interface has not been selected. 4. You can decide to handle your direct faxes if you select the concerning check box (if this feature has previously been enabled in CC91 | Users, direct fax or CC91 | User templates, direct fax tab page (PART Introduction
IV-3
Voxtron Communication Center TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users, direct fax. 5. You can decide to retain all these settings for the next time you log on by selecting the option Automatically log on with these settings. You will not have to bother about going through the window described above.
Note on Voxtron Web Client 9.1 This Automatically log on with these settings option is not present in the Voxtron Web Client 9.1. After clicking the OK button, a warning window may appear notifying you that a new version of the Client is available offering you the possibility to install it.
Note on Voxtron Web Client 9.1 This “New version” update warning window will not appear in the Voxtron Web Client 9.1. New versions of the Web Client are automatically installed for all clients when performing a Web Client module update. After clicking the Yes button, a window will appear showing the updating progress.
If configured as such in the Web Center (CC91 | Users, Queues tab page or CC91 | User templates, Queues tab page), you will be able to log on for the queue(s) for which you or your team has been selected for. Refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users, New, Queues or section User templates, New, Queues. Per queue you will be able (if configured as such in the Web Center (CC91 | Users, Queues tab page or CC91 | User templates, Queues tab page) to define the interactions you want to log on for by toggling the interaction icons.
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Voxtron Client 9.1
Voxtron Communication Center If no queues have been configured in the Web Center (CC91 | Queues), the name “default” will be displayed.
Note: When you are able to change your interaction types, the icons are displayed in color. If not, they are dimmed. The Initial status can be selected here. You can choose between Free (default), Pause or a specific pause reason if pause reasons have been implemented before in the CC80 | Pause reasons (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Pause reasons). If you choose "Inactive" here, all possible contact types that you can select will be disabled. In some cases you will not be able to select an initial status. The edit box will be dimmed and already filled in. Your Voxtron Client has been configured as such in the Web Center (i.e. only free or <specific pause reason> will be visible (dimmed) in the edit box and you will not be able to change it). Refer to PART TWO: MODULES, CONTACT CENTER MODULE (CC91), Users, Permissions or User templates, Permissions.
Note: If you have chosen “Inactive” as initial status or if you have not selected any contact type, a warning window will appear before the actual logon warning you that you will not get any contact type.
The Client Interface is the same for all users. The users' access rights are defined in the CC91 | Users, Personal tab page (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users, Personal, Profile). In brief, in the user profile the following permissions are regulated: • Logging onto the system and receiving calls e-mails, faxes, chats and/or business objects from the contact distribution.
Introduction
•
Managing the agents and accessing the queue.
•
Managing the statistic reports and generating the reports.
•
Performing a search on webchats and faxes
•
Adjusting skills of agents belonging to your team
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Voxtron Communication Center
•
Managing the complete contact center (users, skills, contact codes, queues, teams, general settings…).
The Contact Center allows "free-seating". This means that the agent can log on at any seat within the contact center, by entering his/her name, password and extension number.
Note: This free-seating principle can give occasion to an agent to log on at several seats using the same password and extension number. If this is the case, the agent will get the following error message inviting him/her to “really” move.
This free-seating only goes for TAPI driver monitored extensions. The intuitive client interface is very easy to use. User name Enter the name of the user to log onto the contact center. Password Enter the password for the user. Configuration By clicking the Configuration button, the user can change the connection parameters: • IP address or name of the VCC CC service (default 127.0.0.1) •
port number (default 46000)
A new Settings window will appear where you can fill in the above items.
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Voxtron Client 9.1
Voxtron Communication Center
Note: If you select the check box Auto-reconnect if connection is lost your agent client will try to reconnect automatically as soon as the connection with the server somehow gets lost.
Note on Voxtron Web Client 9.1 This Auto-reconnect if connection is lost check box is not present in the Voxtron Web Client 9.1.
Introduction
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Voxtron Communication Center
AGENT The agent can log on and log off, pause, and see the status of the other agents and the status of the waiting fields (depending on his/her access rights). When an agent logs on, he/she gets three windows: main window, activity monitor window and the waiting monitor window.
Main Window for calls
Note: Clicking on the button generates the About window that displays the version of the Client. Clicking on the
or pressing the F1 function key opens the User Manual.
In the contact information tab not only the from/to field will be displayed, but also an info field below this information. Agent
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Voxtron Communication Center Customer specific information will be shown next to the General field, and it contains a customer ID and customer info.
Note: This customer ID can be set or modified from within this contact handling page!
If enabled in the configuration in the Web Center (refer to CC91 | Users, Permissions tab page) a Contact remarks list is shown. The Customer remarks will be shown if a customer ID was provided and enabled in the configuration in the Web Center (CC91 | Users, Permissions tab page). The scratchpad filed (or Notes) is shown in the bottom of the contact handling page if it has been enabled previously in the configuration of the Web Center(CC91 | Users, Permissions tab page).
Note: The possible display of customer ID, customer info, contact remarks, customer remarks and scratchpad information (Notes) is the same for all contact types. There is a pop-up menu (by right-clicking in the toolbars) on the toolbars to use small buttons (or big buttons for that matter) or to collapse the toolbar. The selected options will be reused at the next login. The layout of the main window can be determined in the “Options” dialog. Refer to page IV-61. In this way, the user can also dock the fixed html tabs (i.e. tabs that IV-10
Voxtron Client 9.1
Voxtron Communication Center are not part of a contact, such as for example the company’s home web page). In this way, the center screen will still remain available to the dynamic tabs for the contacts that are handled by the agent. Just below the toobars and if configured as such (refer to Web Center | Dashboards, News ticker list) the main window may also display a news ticker. This is a compact way of showing a series of parameters (information that is also shown in the dashboard; i.e. average waiting time for a queue, quality of service, etc.) or general information. If the check box “Allow Phone toolbar” of the Permissions tab page of CC91 | Users (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users, Permissions) has been selected and/or if the check box “Active TAPI allowed” check box of CC91 | Configuration | Telephony (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Configuration, Telephony) has been selected, you will get the following client screen containing 9 extra Phone buttons: Answer, Hang up (Transfer), Dial and Hold (Retrieve), Swap and Conference through which you can respectively accept the call, reject or forward the call, perform a dial out by pressing the keypads in the appearing window, hold the call to set up a consultation call or set up a conference call.
Note: For the 9 extra Phone buttons, Answer
, Hang up
Dial
/
, Consult
, Hold/Retrieve
, Swap
/(Transfer
),
,and
Conference and Call journal there are equivalent default function keys, F9, F10, F11OR SHIFT F11, F12 and SHIFT F12. Of course you can change these default values to your own preferences (refer to page IV-69). The Call history contains filter buttons, allowing you to decide what you want to see in the list (incoming calls, missed incoming call, outgoing calls or combinations of these three). The period that this list covers is configured in the Web Center in CC91 | Configuration | Telephony. Calling a number from the list can be done by double-clicking the item. The contact tab page of an incoming call may contain an ear icon. This means that a supervisor is listening in on the conversation, and can intervene by means of whispering (i.e. giving advice without the calling party hearing in on it).
Agent
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After the calling party has ended the call, the supervisor can coach you further.
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Voxtron Client 9.1
Voxtron Communication Center
Entering an extension in the Dial edit field and pressing the Dial Phone button will result in the client window hereunder: (After having clicked the Dial Phone button the window stays open, so you can enter DTMF tones by clicking the digit buttons when asked for menu input)
Agent
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Voxtron Communication Center
Requeue button The agent clicks the Requeue button , because he/she is not able to reply to the incoming call, but thinks another agent might be. The call will be put in the Contact Center queue again and will be routed to an agent different from the one originally receiving the call. Whether the agent can requeue a call is decided in the Permissions tab when creating a new user or user template in the Web Center (CC91 | Users, CC91 | User templates). Refer to PART TWO: MODULES, chapter CONTACT CENTER CC91, sections Users or User templates.
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Voxtron Client 9.1
Voxtron Communication Center
Forward button The Forward button will be available to the agent after having accepted the call. When he/she clicks on this Forward button, a list of queues will be shown in a dropdown list and for this list of queues respective lists of available agents (i.e. agents that are logged on for the queue). The current queue will be selected by default and “anyone” as agent (because selecting an agent is not mandatory). The agent will have to confirm the forward by clicking in the Forward button or cancel the forward by clicking the Close button. For incoming calls you will only be able to use the Forward button if it has been enabled in the CC91 | Users, Permissions or CC91 | User templates, Permissions tab page (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users or section User templates, Permissions).
Agent
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Main window for faxes and objects Accept button If a fax/object comes in, the agent has the opportunity to either accept, or requeue the fax/object by clicking the appropriate button. The user can also reject the fax or object by clicking the appropriate button. An object can be a document, a Facebook post, a LinkedIn post, a tweet, etc…
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Voxtron Client 9.1
Voxtron Communication Center
Note: If it is a direct fax, however, the agent cannot explicitly accept the fax (it happens implicitly) or requeue it. If the agent clicks the Accept button ( ), the Contact Center sends the fax/object to the agent. The Accept button will be replaced by a Handled button (see further). Only after clicking the Accept
button will you be able to view the fax (you can
even view the fax without having accepted it, by clicking the View button). This is however not the case for direct faxes. Whether the agent can delete or requeue a fax or business object is decided in the Permissions tab when creating a new user, or queue in the Web Center (CC91 | Users or CC91 | Queues). Refer to PART TWO: MODULES, chapter CONTACT CENTER CC91, sections Users or Queues.
Agent
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Voxtron Communication Center
Delete button If the agent clicks the Delete (because it is SPAM for example), fax/object is removed from the Contact Center. For faxes/objects you will only be able to use the Delete button if it has been enabled in the CC91 | Users, Permissions or CC91 | User templates, Permissions tab page (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users or section User templates, Permissions).
Requeue button The agent clicks the Requeue button , because he/she is not able to reply to the fax/object, but thinks another agent might be. The fax/object will be put in the Contact Center queue again and will be routed to an agent different from the one originally receiving the fax/object. For faxes/objects you will only be able to use the Requeue button if it has been enabled in the CC91 | Users, Permissions or CC91 | User templates, Permissions tab page (refer to PART TWO: MODULES, chapter CONTACT IV-18
Voxtron Client 9.1
Voxtron Communication Center CENTER MODULE (CC91), section Users or section User templates, Permissions).
Note: The Requeue button is not available for direct faxes.
Forward button The Forward button will be available to the agent even if he/she is transferring the fax or object. When he/she clicks on this Forward button, a list of queues will be shown in a dropdown list and for this list of queues respective lists of available agents (i.e. agents that are logged on for the queue and for faxes or objects). The current queue will be selected by default and “anyone” as agent (because selecting an agent is not mandatory). The agent will have to confirm the forward by clicking in the Forward button or cancel the forward by clicking the Close button. For faxes and objects you will only be able to use the Forward button if it has been enabled in the CC91 | Users, Permissions or CC91 | User templates, Permissions tab page (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users or section User templates, Permissions).
Handled button An agent will only get the Handled button, after having clicked the Accept button. If the agent clicks the Handled button, the concerned fax/object will be considered as handled (i.e. the concerned agent is free again) without sending a reply.
Main window for chats Accept button If a chat comes in, the agent has the opportunity to either accept or requeue the chat by clicking the appropriate button. If the agent clicks the Accept agent.
button, the Contact Center sends the chat to the
The Accept button will be replaced by a Handled button ( Agent
). IV-19
Voxtron Communication Center
Requeue button The agent clicks the Requeue button , because he/she is not able to reply to the chat message, but thinks another agent might be. The chat will be put in the Contact Center queue again and will be routed to an agent different from the one originally receiving the chat. Whether the agent can requeue a chat is decided in the Permissions tab when creating a new user, team or queue in the Web Center (CC91 | Users, CC91 | Teams or CC91 | Queues). Refer to PART TWO: MODULES, chapter CONTACT CENTER CC91, sections Users, Teams or Queues.
Forward button The Forward button will be available to the agent even if he/she is transferring the chat. When he/she clicks on this Forward button, a list of queues will be shown in a dropdown list and for this list of queues respective lists of available agents (i.e. agents that are logged on for the queue and for webchat). The current queue will be selected by default and “anyone” as agent (because selecting an agent is not mandatory). The agent will have to confirm the forward by clicking in the Forward button or cancel the forward by clicking the Close button. For chats you will only be able to use the Forward button if it has been enabled in the CC91 | Users, Permissions or CC91 | User templates, Permissions tab page (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users or section User templates, Permissions).
Main window for outbound (preview) calls Accept button If case of an outbound call (through the preview dialing algorithm), the agent has the opportunity to either accept, or requeue the presented outbound call by clicking the appropriate button. If it is an outbound call (through the progressive dialing algorithm), the agent does not have this opportunity (i.e. there is no Accept nor Requeue button available) is not offered. The agent does however have a limited amount of time to check the call before it being launched. If it is an outbound call (through the predictive dialing algorithm), the agent does not even have the opportunity to view the call before it being launched (there is neither a Accept or Requeue button available). IV-20
Voxtron Client 9.1
Voxtron Communication Center Refer to PART TWO: MODULES, chapter VOXTRON DIALER MODULE (DIAL12) for an explanation of these dialing algorithms. The agent will see all contact information and of course the From and To number and the Queue and the Campaign for which the call has been generated. He/she will also see the Campaign call history containing an overview showing whether the customer has already been called within the same campaign and whether the call has been manually rescheduled (with the date and hour it happened) by the agent. If the agent clicks the Accept button, the TAPI Phone button will automatically be activated and the corresponding number will be dialed. If the agent does not click the Accept button, but the dial button in his/her TAPI Phone toolbar, the customer will also be called and the agent will get the following window:
The call results will be automatically reported back to the dialer module (DIAL12) which will use these results for the automatic rescheduling (refer to PART TWO: MODULES, chapter Voxtron Dialer Module (DIAL12), Rescheduling tab page when creating a new campaign. The possible call results are busy, no answer or invalid number. When the call result is successful (the agent has reached the customer and finished the call), the agent will get to see and fill in the available contact codes:
Agent
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Voxtron Communication Center
When the option “enable manual rescheduling” has been selected in the Web Center (refer to PART TWO: MODULES, chapter Voxtron Dialer Module (DIAL12), section Campaign Management, New), the Please call back again on… check box will be visible for the agent. If no option is selected, no manual rescheduling will be valid for this contact. Whether or not the agent can provide a number is also a configuration option. The input field should only be activated if the “Please call back…” check box is selected. Even though the call was connected, it is still possible that the agent is connected to a voicemail or a fax machine, or some other telephone event might occur that makes that even though the call was successfully connected, the contact itself should not be considered as OK but should be retried. This can be done by selecting the appropriate option, which will make sure the number is not used again (fax number, invalid number) or is retried (voicemail). This rescheduling information goes back to the dialer modules that processes it and sends the appropriate commands again to the contact center. When the agent (or another agent) is receiving the rescheduled call again, this will be marked into the campaign call history tab, where all the information of the calls made to that specific customer will be mentioned. See the above screenshot. In this tab only the call history of the customer within this specific campaign will be mentioned. In order to always prioritize the manual rescheduled calls above the automatic rescheduled calls, you will be able to select this priority option in the ‘reschedule rules’ menu of the campaign administration. Refer to PART TWO: MODULES, IV-22
Voxtron Client 9.1
Voxtron Communication Center chapter Voxtron Dialer Module (DIAL12), Rescheduling tab page when creating a new campaign. There is also the possibility for the agent to blacklist the number (by selecting the Add to blacklist check box) if the called person requests this. When the conversation ends, the contact will automatically go in wrap-up (just as any other call). The option to reschedule or blacklist the call will remain available until the call has ended. When the call result is not successful (the agent has accepted the call and the call has been effectuated), the agent will go in wrap-up and will not have the possibility to blacklist the number or select contact codes. It is neither possible to reschedule the call, since the automatic scheduling rules will apply in this case.
Requeue button If the agent clicks the Requeue button, he/she will not call the specific customer and the contact will go to another agent that is available to take the call. The agent will be free again.
Agent
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Voxtron Communication Center
Delete button If the agent clicks the Delete record.
button, all dialing attempts are stopped for this
Defer button If the agent clicks the Defer button, the current attempt is aborted and a next attempt for this record is set for the date-time entered in the edit field next to the defer button.
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Voxtron Client 9.1
Voxtron Communication Center
Main window for incoming emails Through the mail fetching rules that have been configured in the Web Center (refer to ERM91 | Administration | Mail servers, Add new mail server, Fetching rules tab (PART TWO: MODULES, chapter E-MAIL RESPONSE MANAGEMENENT MODULE (ERM91), Fetching rules section of the Mail servers subsection of the section Administration)), mails are fetched from the company’s mail server and put in the New folder or the Replied folder (if it is a reply on an existing mail) of a particular mailbox. Via the mail routing rules (Refer to ERM91 | Administration | Mailboxes, Add mail box, Routing rules (PART TWO: MODULES, chapter E-MAIL RESPONSE MANAGEMENENT MODULE (ERM91), Routing rules section of the Mailboxes subsection of the section Administration)) of that mailbox and/or the queue, priority, properties and skills, the mail will be presented to (routed to) a particular agent. The agent will get to see 2 tab pages in his/her main window: • Information tab page, with:
Agent
–
Basic contact information
–
Properties
–
Skills IV-25
Voxtron Communication Center
– •
Action buttons
Email tab page, with: –
Email interaction page showing the actual mail and all its contents
–
Action buttons
There is also a timer (progress bar in the tab header of the contact) that determines the maximum time the agent has to respond through one the four possible actions (Accept, Forward to agent, Requeue and Delete). This maximum time (Mailbox offer time) is defined in the mailbox configuration. Refer to ERM91 | Administration | Mailboxes, General tab (PART TWO: MODULES, chapter E-MAIL RESPONSE MANAGEMENENT MODULE (ERM91), General section of the Mailboxes subsection of the section Administration).
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Voxtron Client 9.1
Voxtron Communication Center
Accept, Forward, Requeue, Delete, Send, Merge buttons Accept button Agent
IV-27
Voxtron Communication Center If the agent clicks the Accept button, the Contact Center sends the email to the agent. After accepting the mail, the agent can perform one or more actions that will be executed when he/she is finished handling this mail and the wrap-up will start. The possible actions are: • Reply •
Forward to external
•
New outgoing mail, related to the received mail
•
Mark as handled
•
Forward to agent,
i.e. no more actions for this mail are needed optionally adding a message •
Put mail on hold,
•
Requeue mail
•
Delete mail
possibly to work later on it
or a combination of several of the above. The actions an agent executes are added to the list of actions for that mail that is displayed at the bottom right of the Email tab page. When the agent has performed all required actions, they can be omitted by clicking the Commit button. After this, the wrap-up time will start for this agent. The possible actions an agent is allowed to perform depend on the mailbox settings defined in ERM91 | Administration | Mailboxes, Email actions tab page (refer to PART TWO: MODULES, chapter E-MAIL RESPONSE MANAGEMENENT MODULE (ERM91), Email actions section of the Mailboxes subsection of the section Administration. All the actions performed by an agent will be added to the history of this mail item and will be displayed at any agent’s main window where the mail ends up with or when the mail is consulted via the Web Center.
Note: On the left side of the Email tab page, the mail history is shown. This list of items contains all info messages, mails and other actions done for this particular mail thread. This content should however not be visible to the customer, or for example when the mail is forwarded to an external party. This exhaustive list is the private message history. In mail replies to the customer, when this option is configured (refer to ERM91 | Administration | Mailboxes, Email actions tab page, Insert complete thread in reply check box (PART TWO: MODULES, chapter EMAIL RESPONSE MANAGEMENENT MODULE (ERM91), Email actions section of the Mailboxes subsection of the section Administration)), or when forwarding a mail to an external party, the public message history is IV-28
Voxtron Client 9.1
Voxtron Communication Center sent. This public message history is a subset of the private message history and only contains the original incoming email, the replies from the agent to the customer and the consecutive replies from the customer to the agent (if any). It does not contain any info messages from the different actions, nor any of the messages to external parties or the replies to these forwarded/outbound messages.
Reply
After having clicked the Accept button, the agent can reply to the email by clicking the Add reply button. The agent can also store the current edited message as a draft by clicking the Store draft button. If this particular message has already been saved before, it will be overwritten with the latest changes. Next time this email is routed to an agent, he/she will see the available draft(s) in the history. If the agent then clicks on the Modify button, the draft content will be available for further editing or for deleting (by clicking on the Delete button). The To and Subject field are automatically filled in, so the agent only has to enter text. Whether it is possible for the agent to fill in the CC and/or BCC field depends on the settings defined in ERM91 | Administration | Mailboxes, Email actions tab page (PART TWO: MODULES, chapter E-MAIL RESPONSE MANAGEMENENT MODULE (ERM91), Email actions section of the Mailboxes subsection of the section Administration). Whether the public message history will be seen in the text field to be sent, depends on the settings defined in EMR91 | Administration | Mailboxes, Email actions tab page, Insert complete thread in reply (PART Agent
IV-29
Voxtron Communication Center TWO: MODULES, chapter E-MAIL RESPONSE MANAGEMENENT MODULE (ERM91), Email actions section of the Mailboxes subsection of the section Administration). Depending on the accepted mail (in HTML or plain text), the agent will have more or less markup functions. Below the text field, the agent can select a predefined text block from the Insert text block drop-down list. The possible text blocks that appear here are defined in ERM91 | Administration | Text blocks. Refer to PART TWO: MODULES, chapter E-MAIL RESPONSE MANAGEMENENT MODULE (ERM90), Text blocks subsection of the section Administration. Below the text field, the agent can select a template (if the agent accepts an email that has templates assigned) from a list (Use template). The possible templates that appear here are defined in ERM91 | Administration | Templates. Refer to PART TWO: MODULES, chapter E-MAIL RESPONSE MANAGEMENENT MODULE (ERM91), Templates subsection of the section Administration. If “force template usage” was set for this email, the agent will not have the option to compose the email.
Note: The Reply action can be combined with any other action, but always requires a final action (added the Action list), such as Handled, Forward to agent, Requeue or Delete to be added to the action list.
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Voxtron Communication Center
Forward to external
After having clicked the Accept button, the agent can forward the email to a person outside the contact center by clicking the Add forward button. This can be a 3rd party company or a person not pertaining to the contact center. The To field is empty. The Subject field is automatically filled in, contains the same message id, and if a reply is made on it, it should come in the same mail thread. Whether it is possible for the agent to fill in the CC and/or BCC field depends on the settings defined in ERM91 | Administration | Mailboxes, Email actions tab page (refer to PART TWO: MODULES, chapter E-MAIL RESPONSE MANAGEMENENT MODULE (ERM91), Email actions section of the Mailboxes subsection of the section Administration) The public message history will be seen in the text field. Depending on the accepted mail (in HTML or plain text), the agent will have more or less markup functions. Below the text field, the agent can select a predefined text block from the Insert text block drop-down list. The possible text blocks that appear here are defined in ERM91 | Administration | Text blocks. Refer to PART TWO: MODULES, chapter E-MAIL RESPONSE MANAGEMENENT MODULE (ERM91), Text blocks subsection of the section Administration.
Note: The Forward action can be combined with any other action, but always requires a final action (added the Action list), such as Agent
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Voxtron Communication Center Handled, Forward to agent, Requeue or Delete to be added to the action list. You will have this button if the “Allow forward to external” checkbox in ERM91 | Administration | Mailboxes, tab page Email actions has been selected (refer to PART TWO: MODULES, chapter E-MAIL RESPONSE MANAGEMENENT MODULE (ERM91), Email actions section of the Mailboxes subsection of the section Administration) and if the corresponding check box in CC91 | Users, Permissions has been selected (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), Users section, subsection Permissions).
New outgoing mail
After having clicked the Accept button, the agent can create a new mail to an external party by clicking the Add email button. This email will be sent with the same ID as the original message, so that when there is a reply to the message, the original mail message will be popped up. The To field is empty. The Subject field is automatically filled in, contains the same message id, and if a reply is made on it, it should come in the same mail thread. Whether it is possible for the agent to fill in the CC and/or BCC field depends on the settings defined in ERM91 | Administration | Mailboxes, Email actions tab page (refer to PART TWO: MODULES, chapter E-MAIL RESPONSE MANAGEMENENT MODULE (ERM91), Email actions section of the Mailboxes subsection of the section Administration. This new outgoing mail and its accompanying replies are not part of the public message history. IV-32
Voxtron Client 9.1
Voxtron Communication Center
Note: The New outgoing mail action can be combined with any other action, but always requires a final action (added the Action list), such as Handled, Forward to agent, Requeue or Delete to be added to the action list. If these conditions are not met, you will not be able to click on the Commit button. You will have this button if the “Allow new mail” checkbox in ERM91 | Administration | Mailboxes, tab page Email actions has been selected and if the corresponding check box in CC91 | Users, Permissions has been selected (refer to PART TWO: MODULES, chapter E-MAIL RESPONSE MANAGEMENENT MODULE (ERM91), Email actions section of the Mailboxes subsection of the section Administration and PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), Users section, subsection Permissions).
Mark as handled
After having clicked the Accept button, the agent can mark the email as handled by clicking the Set handled button. This action allows the agent to add some additional information in the Remarks edit field.
Note: Adding this extra information might come in handy since a handled mail can appear in the contact center in a later stage (e.g. when a forwarded message is replied to).
Agent
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Voxtron Communication Center Any remarks added are appended to the private message history.
Note: The Mark as handled action can only be combined with Reply, Forward to external or New outgoing mail actions and NOT with Requeue mail, Forward to agent, Put mail on hold or Delete mail actions. If these conditions are not met, you will not be able to click on the Commit button.
Forward to agent
After having clicked the Accept button, the agent can forward the mail to one or more agents (Separated by a semicolon) by filling in the Agents edit field and clicking the Forward button. This action allows the agent to add some additional information in the Remarks edit field. Any remarks added are appended to the private message history.
Note: The Forward to agent action can only be combined with Reply, Forward to external or New outgoing mail actions and NOT with Requeue mail, Put mail on hold or Delete mail actions. If these conditions are not met, you will not be able to click on the Commit button. IV-34
Voxtron Client 9.1
Voxtron Communication Center You will have this button if the “Allow forward to agent” check box in ERM91 | Administration | Mailboxes, tab page Email actions has been selected and if the corresponding check box in CC91 | Users, Permissions has been selected (refer to PART TWO: MODULES, chapter E-MAIL RESPONSE MANAGEMENENT MODULE (ERM91), Email actions section of the Mailboxes subsection of the section Administration and PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), Users section, subsection Permissions).
Put mail on hold
After having clicked the Accept button, the agent can put the email on hold by clicking the Set on hold button while he/she awaits further information from the customer or another party. This action allows the agent to add some additional information in the Remarks edit field and to choose a certain Time to put on hold. When the Set on hold action is committed (by clicking the Commit button), the mail moves to the “on hold” state. The mail item will remain in that state until one of two things happen: • The specified on hold time expires. The ERM module will put the mail back into the waiting state, with the agent that put it on hold as a preferred agent, with the configured preferred agent time out. The agent will then get the email routed back to him/her after the time out has expired and he/she can work on this.
Agent
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Voxtron Communication Center
•
A reply from the customer, or any other incoming mail with the same ID (for example a reply mail that is the result of a forward to external action) will put this item again in the “waiting” state, even if this is before the on hold time has expired.
Note: The Put mail on hold action can only be combined with Reply, Forward to external or New outgoing mail actions and NOT with Requeue mail, Forward to agent or Delete mail actions. If these conditions are not met, you will not be able to click on the Commit button. You will have this button if the “Allow On hold” check box in ERM91 | Administration | Mailboxes, tab page Email actions has been selected and if the corresponding check box in CC91 | Users, Permissions has been selected (refer to PART TWO: MODULES, chapter E-MAIL RESPONSE MANAGEMENENT MODULE (ERM91), Email actions section of the Mailboxes subsection of the section Administration and PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), Users section, subsection Permissions).
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Voxtron Communication Center
Requeue mail After having clicked the Accept button, the agent can still decide that the mail should be requeued (for whatever reason) by clicking the Requeue button. This action allows the agent to add some additional information in the Remarks edit field that will be appended to the private message history.
Note: The Requeue action can only be combined with Reply, Forward to external or New outgoing mail actions and NOT with Put mail on hold, Forward to agent or Delete mail actions. If these conditions are not met, you will not be able to click on the Commit button. You will have this button if the “Allow Requeue” check box in ERM91 | Administration | Mailboxes, tab page Email actions has been selected and if the corresponding check box in CC91 | Users, Permissions has been selected (refer to PART TWO: MODULES, chapter E-MAIL RESPONSE MANAGEMENENT MODULE (ERM91), Email actions section of the Mailboxes subsection of the section Administration and PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), Users section, subsection Permissions).
Delete mail
Agent
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Voxtron Communication Center After having clicked the Accept button, the agent can still decide that the mail should be deleted (for whatever reason) by clicking the Delete button. This action allows the agent to add some additional information in the Remarks edit field that will be appended to the private message history.
Note: The Delete action can only be combined with Reply, Forward to external or New outgoing mail actions and NOT with Put mail on hold, Forward to agent, Handled or Requeue mail actions. If these conditions are not met, you will not be able to click on the Commit button. You will have this button if the “Allow Delete” check box in ERM91 | Administration | Mailboxes, tab page Email actions has been selected and if the corresponding check box in CC91 | Users, Permissions has been selected (refer to PART TWO: MODULES, chapter E-MAIL RESPONSE MANAGEMENENT MODULE (ERM91), Email actions section of the Mailboxes subsection of the section Administration and PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), Users section, subsection Permissions).
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Forward to agent button
An agent can decide to click the Forward to agent button, because he/she is not able to answer the mail and hopes the “preferred” agent will. Such an immediate forward of an email will move the email back to the “Waiting” state (or folder) so that it can be routed to the assigned agent(s). The agent will be free again (without wrap-up). The Forward button will be available to the agent even if he/she is transferring the email. When he/she clicks on this Forward button, a list of queues will be shown in a drop-down list and for this list of queues respective lists of available agents (i.e. agents that are logged on for the queue and for emails). The current queue will be selected by default and “anyone” as agent (because selecting an agent is not mandatory). The agent will have to confirm the forward by clicking in the Forward button or cancel the forward by clicking the Close button. For emails you will only be able to use the Forward button if it has been enabled in the CC91 | Users, Permissions or CC91 | User templates, Permissions tab page (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users or section User templates, Permissions).
Requeue button If the agent clicks the Requeue button, the mail will be routed again (obviously to another agent).
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Voxtron Communication Center Such an immediate requeue of an email will move the email back to the “Waiting” state (or folder) and route it to another agent. The agent will be free again (without wrap-up).
Delete button If the agent clicks the Delete button, he/she chooses not to handle the email because: • Of its contents •
It seems not to be intended for the company
•
It is spam
•
…
It can of course not be handled by anyone else. Such an immediate delete of an email will not actually delete the mail but move it to the “Deleted” state (or folder). The agent will be free again (without wrap-up).
Merge button If the agent clicks the Merge button, he/she can merge the newly arrived email in an existing mail thread. After clicking the Merge button, the agent will be able to search for a target mail to merge with through a search function.
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From this point on, the merged email will be available in the thread history and will have the same buttons as for instance the “forward to expert” mails. Refer to page IV-19.
Send button If the agent clicks the Send button, the user can send an outbound mail
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Supervized response If set as such in the mailbox configuration (the supervisor’s profile should have this particular mailbox and a role with the access right ‘Approve’), every mail that is sent by an agent to the customer or to the outside has to be (dis)approved by a supervisor. I.e. those mails will not be moved to the “Handled” folder (state), but to the “Waiting approval” folder. This entails that the actions done by the agent will only be committed if the supervisor approves them. IV-42
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Voxtron Communication Center The list or supervisors that can approve, disapprove mails for a particular mailbox or assign mails for that particular mailbox to him/herself are configured the Web Center (CC91 | Profiles | Roles | Access rights, refer to PART TWO: MODULES, chapter CONTACT CENTER (CC91), section Profiles, subsection Roles, Access rights.
Approve mail
The supervisor can approve a mail by clicking on the Approve button. I.e. the actions entered by the agent are committed and the mail moves to the “Handled” folder.
Disapprove mail
The supervisor can disapprove a mail by clicking on the Disapprove button.
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Voxtron Communication Center I.e. the actions entered by the agent are declined and in the private message history all these actions will be listed as “not approved”. If the supervisor does not approve an item, this has to be justified by entering a reason in the Reason edit field. This reason will be clearly mentioned in the private message history. Clicking on the Disapprove button will open the “mail routing properties” (see above) where the supervisor can set: • The mailbox (via Assign to mailbox drop-down list), by default set to the mailbox the item is currently in •
The state (via the Add to folder drop-down list) with the possible states for this item. The current state is selected by default. Some states will not be possible to select (because of their predefined meaning)
•
The queue (via the Assign to queue drop down list) with the possible queues for this mailbox (each mailbox is related to a certain contact center, so the queues for that contact center are shown). By default, the queue is selected to which this item was assigned
Note: “Manual triage” is a specific case for mail queue intervention. If mails reside in the “New” or “Replied” state (folder) for a long time, because of undecided mail fetching and/or mail routing rules, the supervisor can decide to have these items handled. This is where the “Unassigned” state (folder) comes in. A supervisor can decide to modify the properties of these mails so that they get routed. In most cases the “Handled”, “Deleted” and “Spam” states are final, requiring no further actions. In case, however, the agent seems to have taken a wrong decision (e.g. having deleted an email that should not have been deleted), the supervisor can recover these items via the mail queue intervention. Mails in the “Spam” folder (state) are mails that are not intended for the contact center. If necessary, however, the supervisor can use the mail queue intervention possibilities to make sure that wrongly detected spam items can be routed.
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•
The skills (via the Select skills check boxes) The skills that are currently assigned are already selected in the list
•
The priority of this mail item (via the Priority edit field)
•
Force routing (via the Force routing check box) This means the mail will be forced into the waiting queue. Refer to PART TWO: MODULES, chapter ERM91, section Configuration, subsection Contact centers, on mail throttling behaviour for a more thorough explanation
•
(a) Preferred or (a) Required agent(s) to force mails going to a particular agent. Only one of these two fields can be filled at the same time.
Voxtron Client 9.1
Voxtron Communication Center After clicking on the Commit button, the mail item will move back to the “Waiting” folder for further routing.
Assign to me The supervisor disapproves the mail action(s) of the agent and decides to handle the item him/herself by clicking on the Assign to me button. I.e. the actions entered by the agent are declined and will appear in the private message history. After clicking on the Commit button, the mail item will move back to the “Waiting” folder to be routed to the supervisor.
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Modify
The supervisor can modify the properties of an email if it is in one of the following states (folders) by clicking on the Modify button: • New If an email resides in the “New” state (folder), it means the routing rules failed to move this item to another state, in which scenario the supervisor must take appropriate action.
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•
Replied If an email resides in the “Replied” state (folder), it means the routing rules failed to move this item to another state, in which scenario the supervisor must take appropriate action.
•
Waiting An email that is in the “Waiting” state (folder) can be modified by the supervisor to influence routing behavior, or to stop routing.
•
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•
Handled
•
Awaiting approval
•
On-hold
•
Deleted
•
Spam
•
Unassigned
•
Sent
•
Sending
•
Send failed
Note: Mails that are waiting for approval cannot be modified and mails that are being worked on by an agent cannot be modified. Clicking on the Modify button will open the “mail routing properties” where the supervisor can set: •
The mailbox (via Assign to mailbox drop-down list), by default set to the mailbox the item is currently in
•
The state (via the Add to folder drop-down list) with the possible states for this item. The current state is selected by default. Some states will not be possible to select (because of their predefined meaning)
•
The queue (via the Assign to queue drop down list) with the possible queues for this mailbox (each mailbox is related to a certain contact center, so the queues for that contact center are shown). By default, the queue is selected to which this item was assigned
Note: Manual triage is a specific case for mail queue intervention. If mails reside in the “New” or “Replied” state (folder) for a long time, because of undecided mail fetching and/or mail routing rules, the supervisor can decide to have these items handled. This is where the “Unassigned” state (folder) comes in. A supervisor can decide to modify the properties of these mails so that they get routed. In most cases the “Handled”, “Deleted” and “Spam” states are final, requiring no further actions. In case, however, the agent seems to have taken a wrong decision (e.g. having deleted an email that should not have been deleted), the supervisor can recover these items via the mail queue intervention. Mails in the “Spam” folder (state) are mails that are not intended for the contact center. If necessary, however, the supervisor can use the mail queue intervention possibilities to make sure that wrongly detected spam items can be routed.
Agent
•
The skills (via the Select skills check boxes) The skills that are currently assigned are already selected in the list
•
The priority of this mail item (via the Priority edit field) IV-47
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•
Force routing (via the Force routing check box) This means the mail will be forced into the waiting queue. Refer to PART TWO: MODULES, chapter ERM91, section Configuration, subsection Contact centers, on mail throttling behaviour for a more thorough explanation
•
(a) Preferred or (a) Required agent(s) to force mails going to a particular agent. Only one of these two fields can be filled at the same time.
After clicking on the Commit button, the mail item will move back to the “Waiting” folder for further routing. The modification done by the supervisor is added to the private message history.
Main window for outgoing emails
An agent can send either a direct outgoing mail or a CC outgoing mail by clicking the equivalent button. The agent has to select the ERM mailbox from which te send an email (From field) and of the mail is sent, it will be stored in a dedicated mailbox foler (“sent-out”). A typical case of using this outgoing mail facility is when an agent is in a call or a chat and the customer is asking him to send a brochure. IV-48
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Note: If the “customer id” feature is used you can find the related contacts (e.g. chat and email) in the contact explorer. Responses to such outbound emails will arrive in the “replied-out” folder of the mailbox.
Note: Further handling of these response emails to outbound emails will be similar to emails in the Replied folder. Before the email is sent, it is possible to insert a customer ID by clicking the edit button next to the “no customer ID selected” label at the bottom of the window. This will open the Set customer ID window where you can either select the customer ID of (one of) the contact(s) (by first selecting the From open contacts option) that is currently open in your client window or select another customer ID by first selecting the Other customer option.
Contact properties This box displays all the data for the current call, e-mail, fax or chat which was captured in the IVR or the e-mail/fax/chat routing service. If the contact is a call, also a URL link may appear here if in the IVR Plug-in function call AddProperty a URL has been defined (refer to Plug-In IVR2CC91, section AddPoperty). If the contact is an e-mail, a URL may appear here if in the rule configuration a URL has been defined in ERM91 | Administration | Mailboxes, Routing Rules (refer to PART TWO: MODULES, chapter E-MAIL RESPONSE MANAGEMENENT MODULE (ERM91), Routing Rules section of the Mailboxes subsection of the section Administration). This URL will also be shown in the contact pop-ups. Notes In this edit field you can enter personal comments. If the contact (call, e-mail, fax or chat) is transferred to another agent, the information entered in the Notes field will move to that other agent. Skills The list of skills to which the contact belongs will also be shown
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Log off By clicking the Log off button, the agent can either log out from the Contact Center (and is therefore removed from the contact distribution) or change his/her queue settings. After clicking the Log off button, the initial Login window will appear again, where you should click the Cancel button to log off properly.
Note: To log off you can also press the F2 function key. Change queues By clicking the Change interactions button, the agent can change his/her queue settings (i.e. select queues and interactions that have of course been defined previously in the configuration. Refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Configuration, Interactions and to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users, Queues and Users, Direct fax).
Note: In some particular cases a number of conditions must be met before queues can be changed: IV-50
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•
The agent selects a contact type for which a telephony extension must be entered (and this has not been done during logon or during another queue/contact type change). Only after the extension has been entered in the Extension edit box, will the OK button be enabled. If, however, an extension has already been entered during logon or during another queue/contact type change, you will only be able to change it after logging off and logging on again.
•
Because the Contact Center service might take a number of ILUs (Interaction Logon Units) per contact type, the agent changing his/her contact types dynamically might cause a shortage of licenses. The agent will be notified and his/her queue/contact type settings will not be changed.
•
The agent may have to enter an extension and it turns out that this extension cannot be monitored. The agent will be notified and his/her queue/contact type settings will not be changed.
Pause By clicking the Pause button (or ), the agent can log out temporarily from the Contact Center. For this period no calls, e-mails or faxes can be put through. The time that an agent is "paused" is captured and can be analyzed in the Statistics Interface.
Notes: The Pause button can contain an arrow opening a drop-down list with "pause reasons" to choose from. These pause reasons can be created and implemented in CC91 | Pause reasons (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Pause reasons). If no pause reasons have been created previously in CC91 | Pause reasons, the Pause button will not have this drop-down arrow. To toggle the pause status you can also press the F3 function key. The agent is automatically put in pause if the keyboard or mouse is left untouched for a certain period of time or when the screensaver is launched. The agent is automatically put out of pause when the keyboard or mouse is touched again. These settings can be defined in the Options menu ( ) of the Voxtron Client. Refer to page IV-60. This is not the case for non-PC agents. Activity monitor By clicking the Activity monitor button, the Activity monitor window is opened. Refer to the section Activity Monitor , on page IV-77.
Note: To toggle the activity monitor you can press the F5 function key.
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Voxtron Communication Center Waiting monitor By clicking the Waiting monitor button the monitor for the Waiting Field window is opened. Refer to the section Waiting Monitor, on page IV-87.
Note: To toggle the waiting monitor you can press the F6 function key. Contact codes The contact code qualifies the incoming call, e-mail, fax or chat. Refer to CC91 | Contact codes (PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Contact codes). If contact codes are mandatory (refer to CC91 | Contact codes), a message will appear when pausing or stopping wrap-up time, warning you that at least one contact code is required. Wrap-up time After the telephone call has finished or the e-mail/fax/chat/object has been taken in by an agent, the contact wrap-up time starts to run. This is graphically displayed by a moving bar graph at the upper left corner of the client window. No call, e-mail, fax, chat or object can be put through during the wrap-up time.
Pause wrap-up The contact wrap-up time can be paused by clicking the It must then be stopped manually.
button.
Note: To pause the wrap-up time you can also press the F7 function key. Stop wrap-up The contact wrap-up time can be stopped by clicking the
button.
Note: To stop the wrap-up time you can also press the F8 function key. Extend wrap-up The contact wrap-up time can be extended by clicking the + button. Clicking the + button extends the current wrap-up time with the configured extra time and the progress bar will color orange to indicate the time is extended. As soon as the agent reached the limit of extension (the maximum number of extra time requests has been reached) the + button is disabled and the wrap-up time will end. Whether the wrap-up time can be extended (i.e. whether the + button is present), the time the wrap-up time can be extended and the number of times it can be IV-52
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Voxtron Communication Center extended is configured in the Web Center.
Note: The standard pause wrap-up replaced by the + button.
button will not be present, but it will be
Record
Lync
This icon (“Lync enabled or not”) will only appear if Lync/SfB has previously been configured for this particular in the Web Center. Gray: Green:
toolbar not connected at starting up, but enabled in the config all OK and ready to go So, only if the Voxtron Client is installed, connected and logged on to, the MS Lync Client is installed, connected and logged on to, the Voxtron CTI server is installed, connected, logged on to and the SIP extension is monitored, this icon will be green.
Red:
problem with one of the above connections
When hovering over this icon, a tooltip will appear showing detailed information on the status of the different connections.
This icon points out that the phone is monitored (the phone toolbar will automatically be present) or not (the phone toolbar will not be present). Status The status of agents and groups is shown by the use of color. Agent Status
Gray Purple Orange Green
logged off busy paused (on a break) logged on and ready (free)
Current State Duration Agent
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At the left of the “Agent Status” (see above) at the top right corner, the current state duration of the agent will be displayed. This will also be visible when the client is docked. If the current state duration reflects a pause duration and a change of paus reason has occurred, two durations will be shown (the current pause duration and the total pause duration divided by a slash). Contact Center Status
Gray Green Red
no agent logged on (night mode) agents are logged on and the calls waiting threshold has not been reached calls waiting threshold reached / exceeded This also results in a blinking red tray icon at that particular agent's screen. Orange missing resources
In the Client window there is a progress bar for the contact (if it has been enabled (per contact type and per queue) in the Web Center, CC91 | Users, Permissions or CC91 | User templates, Permissions) that is green until it reaches an assigned time and then turns red and blinks serving as a clear indication to the agent. Together with the progress bar also the conversation time for the contact will be displayed. If a call, e-mail, fax or chat is not taken within a defined time, then the call, e-mail, fax or chat is taken back into the distribution and the agent is automatically logged off. This is not the case for non-PC agents. For chats, refer to PART TWO: MODULES, chapter WEB CONTACT SERVICE MODULE (WCS12), Operational Settings.
Note: If an agent exits his/her client window while still handling a fax, an email, and/or a chat he/she will be warned by a pop-up window for each fax/email/chat that he/she is still handling. The agent will get the opportunity to either mark the contact as handled or transfer it to another agent.
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In case of an unexpected error (i.e. the client is disturbed) while the agent is handling an email, fax, chat, business object or a contact center call, the following might occur depending on the interaction type: •
In case of an email, fax, chat or business object: If the agent logs on again for email, fax, business object or chat (within a certain time after the failure), the email, fax, business object or chat tab will reappear in state “accepted”. If, however, the agent does not log on again within that defined time frame (default: 60 minutes), or if he/she logs on for another interaction type, the email, business object or fax will be requeued to another agent.
•
In case of a contact center call: The call will appear in the statistics as finished at the moment of the disturbance and when the agent logs on again, this contact center call will be seen as a “direct call”.
List of interaction types In the left corner of the client main window the interaction type (contact type) is visualized by an icon. E.g. for an incoming contact center call: Type
Icon
Incoming direct call Outgoing direct call Incoming contact center call Outgoing agent initiated contact center call Outgoing campaign initiated contact center call Incoming contact center email Outgoing direct email Agent
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Outgoing contact center email Outgoing direct fax Incoming direct fax Incoming contact center fax Outgoing agent initiated contact center fax Outgoing direct chat Incoming direct chat Incoming contact center chat Incoming contact center object
Screen mode Note on Voxtron Web Client 9.1 In the Voxtron Web Client, the Screen mode menu and its submenus are not available. Here you can decide whether you want your Voxtron Client to be displayed in Default, Mini or Docked screen mode. This will take immediate effect and will be the actual setting the next time you will log on to your Voxtron Client. Below you can find a Mini client:
Although the menu has been removed from the mini client, it can be shown by pressing the Alt key.
Below you can find a Docked (docked or undocked by clicking the pin icon) client: minimized
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The docked client is in fact a mini client taking the width of the complete screen but without caption bar. The docked client also has the option to show the main tabs (see below). The docked client will be shown in the upper part of the screen, resulting in the Windows desktop to appear in between the docked client in the upper part of the total screen and the taskbar in the lower part.
Options By clicking on the Options button at the upper right of your main window, you can configure the notification and pop-up possibilities of your client in the system tray. The Options window contains 6 or 7 tab pages depending on your access rights. Refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Roles, subsection Access rights. • General
Agent
•
Layout
•
Notifications
•
New contact
•
Function keys
•
Pages
•
Advanced IV-57
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Note on Voxtron Web Client 9.1 In the Voxtron Web Client, the Options button is not available.
Note: The available options in the 5 or 6 tab pages are defined by the selected options in the Voxtron Client tab of CC91 | Users of the Web Center. Refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), Users, tab page Voxtron Client.
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The agent symbol in the system tray icon will change colors according to the agent status combined with the group status to which that particular agent belongs. Refer to page IV-53. Allow only one instance to run Selecting this check box will prevent you from opening another client when already one is running (but hidden to system tray icon). Automatically start this application when I log on to Windows When you have selected this check box your client interface will automatically be started when you log in to windows, but you will still have to log on.
Note: Selecting also the check box Automatically log on when I start this application will log you on automatically when starting your operating system. Automatically log on when I start this application When you have selected this check box you will be automatically logged on when you start your client interface.
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Note: Selecting also the check box Automatically start this application when I log on to windows will log you on automatically when starting your operating system. Use hardware graphics acceleration if available Select this check box to perform some functions faster than is possible in software running on the general-purpose CPU. Show script error notifications When you have selected this check box, you will get error messages appearing at the lower right of your computer display. If you experience these messages as annoying, you can choose not to select this check box. Minimize the application to tray when closing When you have selected this check box (default situation), the Voxtron Client will minimize to the tray when the close button (in the upper right corner of the Voxtron Client ) is clicked. If you have not selected this check box, the Voxtron Client will be closed when the close button (in the upper right corner of the Voxtron Client ) is clicked. I.e. the concerning agent will be logged off and unavailable for the contact center.
Note: Before the client is shut down a confirmation window will appear to the concerning agent offering him/her the possibility (not) to shut down the Voxtron Client. Automatically go in pause when The options below are only enabled (accessible) if the "Automatic pause allowed" check box in CC91 | Admin settings | Agents has been selected (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Admin settings, Agents. the computer is idle for <> minutes the screensaver is launched the computer is locked
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Resulting for example in:
Agent
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Or
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Resulting for example in:
Agent
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or
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Resulting for example in:
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Etcetera… The Layout page allows the user to design the main window by selecting the separators. The user can also determine the default tab group where the contacts must be added and where main tabs must be added in case no tab group ID is specified.
Note on Voxtron Web Client 9.1 Since this Layout option is not supported in the Voxtron Web Client 9.1, tab pages are always displayed in full size in the main screen in the Web Client. The only way to place another page inside the web application is through the IFRAME element. However, not all (external) pages can be placed inside the IFRAME making it impossible to display them as tab pages in the Web Client (e.g. Google search).
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NOTIFICATIONS
Settings Only display these notifications if minimized By selecting this check box you prevent notifications and pop-up windows to appear (at the desktop lower right) when the client window is not minimized. Display these notifications always on top By selecting this check box, notifications will always appear on the foreground (at the desktop lower right) forcing any other applications to the background. Contact center notifications You can also choose the events you want to appear as notifications by selecting the appropriate check boxes (Contact center is in threshold, Missing mandatory resources and/or Team member has been logged off /put in pause). Fax notifications You can also choose to be notified if a fax has been sent successfully by selecting the FAX sent successfully check box.
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Voxtron Communication Center You can also choose not to display the “End of FAX sending” notification when having come at the end of the fax send wizard. NEW CONTACT
Display popup messages always on top When a contact comes in for the agent, a pop-up window will appear at the lower right of your desktop. Restore the main window to the background When a contact comes in for an agent, his/her main window will not pop up and the focus will be kept on any application that is in use at that moment. The tab pages (up to six (calls, campaigns, emails, faxes, webchats and objects)) you will get to see here will differ according to the settings in CC91 | Users | Queues or CC91 | User templates | Queues (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users, Queues or section User templates, Queues. You can decide to have your client window restored and/or when and how you want new contacts visualized by selecting the appropriate check boxes next to the appropriate contact events. The pop-up window can contain several tabs, depending on the selected contact events in the "New contact" tab of the "Options" window (see previously). At the right of the tabs, scroll buttons will appear if there are too many of them to have them all visualized. IV-68
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Voxtron Communication Center You can also close one or more tabs without them being closed in the restored client window.
Note: Be aware that some settings may overrule one another. E.g.: if you select all four check boxes for incoming calls, you will get no pop-up message since it can only appear when your client window is minimized. Having the four check boxes selected will restore the client window (the first check box) making it impossible to have pop-up message displayed (which will only appear if your client window is minimized). So, in this particular situation your client window will appear when a new call comes in and no pop-up message will be shown at the lower right of your desktop. FUNCTION KEYS
Note: The Function keys tab window will only contain two tab pages (Main actions, Phone actions) when the TAPI toolbar has been previously enabled in CC91 | Configuration | Telephony (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Configuration, Telephony.
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Voxtron Communication Center Selecting “system wide” check boxes adds "highlight and call" features to your client. This means that if you highlight a telephone number in a random application (e.g. web interface) and press the hotkey (defined in the dropdown lists next to the concerning check box) a telephone call will be generated to that particular number. This implies just the same as clicking on the Phone Dial button in your client window. You can define separate hotkeys for contact center calls and direct calls. Next to these Phone check boxes, there are also check boxes for main actions involving invoking help, logging off, pausing and pausing or stopping wrap-up.
Note: If the hotkey(s) you defined has (have) already been registered by another application running on your system, it (they) will not function! PAGES
Note on Voxtron Web Client 9.1 Contrary to the other option menus, the Pages configurations are also supported in the Voxtron Web Client 9.1. This dialog shows the defined rules identified by a unique description. The rules are executed in the order they appear in the list. IV-70
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Voxtron Communication Center The user is able to add, delete and move the order of the rules by clicking on the corresponding buttons. A rule can be edited by double-clicking it. When adding or editing a rule a dialog similar to the image below is shown.
Description This dialog describes a single rule. The Description must be unique so it is easy for the user to identify each rule afterwards. Each rule is executed for a certain event but additional conditions can determine whether the action must be executed or not. Events Possible events are: • New contact assigned: This even is called when a new contact is assigned to the agent •
Agent logged on: This event is called when an agent is successfully logged on to the CC service
•
Wrapup for contact started: This event is triggered when the wrapup time of a contact is started
•
Wrapup for contact stopped: This event is triggered when the wrapup time has ended
•
Contact is closed: This event is called when the contact is closed
•
Custom message received: This event is called in case a custom message is received from the CC.
Condition(s) Agent
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Voxtron Communication Center The user is able to add and delete conditions by clicking on the corresponding buttons. By double-clicking on a defined condition, the selected condition can be modified. When double-clicking on a condition or clicking on the “New” button, the following dialog is shown:
A user can assign the following conditions: • Queue: The action is executed in case the specified queue is assigned to the contact
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•
Skill: The action is executed in case all of the specified skills are assigned to the contact
•
Property: The value of the specified property (which must be assigned to the contact) must be equal to the specified value in order for this action to be executed
•
Profile: Determines the profile of the logged on agent. Profiles (and accompanying roles) have been previously defined in CC91 | Profiles. Refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), Profiles section
•
Contact type: The contact type of the contact must be of the specified type. Possible types are: –
Incoming CC call from intern
–
Incoming CC call from extern
–
Incoming direct call from intern
–
Incoming direct call from extern
–
Outgoing CC call to intern
–
Outgoing CC call to extern
–
Outgoing direct call to intern
–
Outgoing direct call to extern
–
Outgoing CC call for campaign (preview) to intern
–
Outgoing CC call for campaign (preview) to extern
–
Outgoing CC call for campaign (predictive) to intern Voxtron Client 9.1
Voxtron Communication Center
–
Outgoing CC call for campaign (predictive) to extern
–
Incoming CC email
–
Outgoing direct email
–
Outgoing CC email
–
Incoming CC object
–
Incoming CC fax from intern
–
Incoming CC fax from extern
–
Incoming direct fax from intern
–
Incoming direct fax from extern
–
Incoming CC chat from intern
–
Incoming CC chat from extern
–
Incoming direct chat from intern
–
Outgoing CC chat to intern
–
Outgoing direct chat to intern
Contact sub type:
–
Note: Only one “Access level” and “Contact type” condition can be assigned per tab definition. Actions When all conditions are met, the action is executed. The available actions depend on the selected event. The possible actions are: • Add contact tab: This action adds a sub tab with the specified URL and sub tab title to the new contact main tab. This action is only available in case of a New contact assigned event. It requires a Sub tab title, URL and whether the agent is allowed to close the sub tab or not (Sub tab closable check box selected or not).
Agent
•
Add main tab: This action adds a new main (and therefore also a sub) tab with the specified titles and closable states (for both main and sub tabs (Main tab closable and Sub tab closable check boxes), URL and an Image that must be assigned to the main tab.
•
Add sub tab: This action adds a single sub tab to an already existing main tab. The main tab is identified by its name. The title of the sub tab (Sub tab title), its closable state (Sub tab closable checkbox) and the URL must be specified.
•
Close main tab: This action closes the main tab (and its sub tabs) with the specified main tab title.
•
Close sub tab: This action closes the sub tab with the specified sub tab title that is linked to the main tab with the specified main tab title.
•
Activate main tab: This action activates the main tab with the specified main tab title.
•
Activate sub tab: This action activates the main and sub tab with the specified tab titles. In case this action is executed during an New contact assigned event and no Main tab title value is specified, the sub tab of the new contact tab is activated. IV-73
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•
Navigate sub tab: This action loads a new URL into an existing main/sub tab. The main and corresponding sub tab are identified by their titles. In case the main/sub tab could not be found, a new main/sub tab is created.
Depending on the selected action, additional (required) fields become active: • Main tab title: The title of the main tab •
Sub tab title: The title of the sub tab
•
URL: The URL of the web page that must be opened in the tab (see “Customizing the URL” for more info)
•
Main tab closable: Is the agent allowed to close the main tab or not
•
Sub tab closable: Is the agent allowed to close the sub tab or not
•
Image: The image that must be assigned to the main tab. The image can either be stored on the web or on a local drive. The dialog contains a “browse” button to select a local file and a “Verify URL” button to check if the specified URL links to a valid, downloadable image file.
Customizing the URL The URL provided in the configuration will often be an ASP page that requires a certain amount of information in the query string to be present (for finding the call or user related information). This information is only known at the time of the event, and can thus never be entered in the configuration file (unless it is fixed). Therefore it is possible to customize the URL using certain parameters. For example, when the user logged in successfully, an action can be added to load a certain page with the following URL, where the user ID and access level are provided of the agent that logged in: http://www.myServer.com/Pages/LoggedIn.asp?UserId={UserId}&Profile={Pr ofile} The parts between the curly braces {} are the parameters. The list of parameters that is available is discussed below. Not all parameters are available for all of the events. Parameter UserId
Description Holds the user id of the agent that logged in.
Profile
The profile of the agent that logged on
Language
The language of the agent interface
CustomMessage
The content of the custom message that was received (completely, unparsed) The identifier of the application sending the custom message, possible values are : AGENT, STAT, ADMIN, CALL, CTI, EMAIL
CustomMessageSrc
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Events Available for all events Available for all events Available for all events Custom Message Custom Message
Voxtron Client 9.1
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ContactId ContactType
For the custom messages that come from an agent, statistics or administration client this parameter holds the user id of the agent sending the message The id of the contact
From
The type of the contact, this can be: CCININTERN, CCINEXTERN, ININTERN, INEXTERN, OUTINTERN, OUTEXTERN, CCEMAILIN, CCOBJECTIN, CCOUTINTERNBYAGENT, CCOUTEXTERNBYAGENT, CCOUTINTERNBYCAMPAIGN_PREVIEW, CCOUTEXTERNBYCAMPAIGN_PREVIEW, CCOUTINTERNBYCAMPAIGN_PREDICTIVE, CCOUTEXTERNBYCAMPAIGN_PREDICTIVE, CCFAXININTERN, CCFAXINEXTERN, FAXOUTINTERN, FAXOUTEXTERN, CCFAXOUTINTERNBYAGENT, CCFAXOUTEXTERNBYAGENT, CCCHATININTERN, CCCHATINEXTERN, CHATININTERN, CCCHATOUTINTERN, CHATOUTINTERN The from address of the contact
To
The to address of the contact
WaitTime
The waiting time of the contact (in seconds)
Skills
List of skills (separated by ;) that came with the contact List of properties (formatted as name:value;) that came with the contact Inserts the value of the property with the specified name. List of contact code ids (separated by ;) that came with the contact
Properties Property:Name Codes
Custom Message New contact New contact
New contact New contact New contact New contact New contact New contact New contact
Tab group The tab group is identified by a textual description of the location (e.g. “Top/Left”) or the available tab groups and sees to it that a page can be inserted into a specific tab group. The user can change the size of the tab groups by dragging the splitters between the tab groups in the actual Voxtron Client window.
Agent
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Voxtron Communication Center ADVANCED
This tab page will only be visible if permitted by your access rights defined in CC91 | Roles, Access rights (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), Roles section, subsection Access rights). Logging You first have to select the Enable agent client logging check (which will enable logging of Debug information, Errors, Exceptions, General information, Connection control, Successful actions, Thread information, Trace information, XML messages, …). You can also decide to restrict the (size of)log files on your computer by determining when to stop logging by filling in the Maximum file size and Minimum required free disk space edit boxes and by compressing or deleting log files. External applications Here you can also select the application you want to integrate with your Voxtron Client. Refer to page IV-97 the Voxtron SIP Phone and to page Error! Bookmark not defined. for Microsoft Lync.
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Change password
By clicking on the Change password button password.
, the agent can change his/her
Note: The Change password button will be disabled when you have chosen to use your Windows account to log on to your Voxtron Client. Refer to page IV-1.
Activity Monitor
Agent
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Preliminary note: By right-clicking in one of the column headers you can choose to show or hide a particular column by selecting or deselecting it from the drop-down list. The columns you can choose to have displayed are "User name", "First name", "Last name", "Ext(ension)", "Contact status text", "Type" ("Type icon" and "Type text"), "Other party", "Duration", “Teams” and “Queues”. Below they are explained one by one. To have "Type icon", "Type text", "Other party" and "Duration" in the dropdownlist to select from, "Type", "Other party", "Interaction time", "Time in wrap-up", "Time in pause", “Customer ID” and “Customer info” should previously have been selected in CC91 | Users, Activity Monitor or in CC91 | User templates, Activity Monitor. Refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users, subsection Activity Monitor or section User templates, subsection Activity Monitor. By clicking on one of the column headers the data of that particular column is sorted alphabetically or ascending/descending. By dragging a column you can choose to relocate it. When an agent chooses to log on at a different computer, he/she will get the same activity monitor column view (except for the column width modifications). There is also a possibility to search on a particular column by selecting that column in the upper right drop-down list and entering the search item in the edit field next to it. The users are further grouped (by using the grouping button ) into the interactions they are or are not logged on for (agent clients logged on without interaction) or into the team and/or queue they belong to.
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Note on Voxtron Web Client 9.1 When an agent logs on to the Voxtron Web Client, there will be no grouping button . The pin button
and the minimize button
are neither available.
If a user is logged on for more interaction types simultaneously, you will get to see him/her in all the sections he/she is logged on for. User name (previously defined in CC91 | Users, Personal tab page (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users, Personal). User name will appear in red in the activity monitor if you have logged on without having selected any of the contact types. By double-clicking an agent, you launch a direct call to this agent (if this agent is logged on with a particular extension). By right-clicking an agent, you can either: • Log on that agent (if that particular agent is logged off at that time). Refer to settings in CC91 | Users (User templates), Activity Monitor.
Agent
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•
Log off that agent (if that particular agent is logged on at that time. Multiple logged on agents can be selected using the shift or control key. Refer to settings in CC91 | Users (User templates), Activity Monitor.
•
Put that agent in pause (if that particular agent is not in pause at that time. Refer to settings in CC91 | Users (User templates), Activity Monitor
•
Force an agent to change queues/contact types. Refer to settings in CC91 | Users (User templates), Activity Monitor In some particular cases a number of conditions must be met before queues can be changed:
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A contact type has been selected for which a telephony extension must be entered (and this has not been done during logon or during another queue/contact type change). Only after the extension has been entered in the Extension edit box, will the OK button be enabled. If, however, the agent already has an extension, there is no opportunity to enter/change his/her extension.
Because the Contact Center service might take a number of ILUs (Interaction Logon Units) per contact type, the team leader or administrator changing the contact types dynamically might cause a shortage of licenses. You will be notified and the contact type settings of the agent will not be changed.
Contact types that cannot be handled by PC less agents will not be available if it involves PC less agents.
An extension may have been entered and it turns out that this extension cannot be monitored. You will be notified and the queue/contact type settings of the particular agent will not be changed.
•
Force an agent to pause. Refer to settings in CC91 | Users (User templates), Activity Monitor.
•
Notify that agent Notifications can only be sent to logged on agents and multiple logged on agents can be selected using the shift or control key. Refer to settings in CC91 | Users (User templates), Activity Monitor. When “Notify” is selected for (a) particular agent(s), a dialog window will be displayed with a textbox.
•
Phone that agent
•
Listen in on the conversation of that particular agent. Refer to settings in CC91 | Users (User templates), Activity Monitor
•
Hold a call to set up a consultation call with that agent
•
Whisper to that particular agent. Refer to settings in CC91 | Users (User templates), Activity Monitor
•
Forward the call to this agent (if you are calling at that particular moment)
•
Call this agent (selecting the Dial option if you have a call at that particular moment)
•
Start a chat with that agent. Refer to settings in CC91 | Users (User templates), Activity Monitor Voxtron Client 9.1
Voxtron Communication Center
•
Send an email to that agent. Refer to settings in CC91 | Users (User templates), Activity Monitor
•
Check the properties of that agent (you can also get the Properties pop window by right-clicking the agent status icon at the left from the agent) You will get a pop-up window containing maximum 4 tabs (depending on the settings in the User Administration of the Administration Interface. Details
Agent
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Voxtron Communication Center This is a display of the Personal settings defined in CC91 | Users, Personal tab page (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users, Personal). Teams
This is a display of the settings from CC91 | Users, Personal (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users, Personal).
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Voxtron Communication Center Queues
This is a display of the settings from CC91 | Users, Queues (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users, Queues). You can see the queue(s) and the involved interaction types. Skills
This is a display of CC91 | Users, Skills tab page (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users, Skills). First name (previously defined in CC91 | Users, Personal tab page; refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users, Personal) First name will appear in red in the activity monitor if you have logged on without having selected any of the contact types. Agent
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Last name (previously defined in CC91 | Users, Personal tab page; refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users, Personal) Last name will appear in red in the activity monitor if you have logged on without having selected any of the contact types. You can see the Status of the agents and their extensions (agent’s extension number): The agent statuses are: • Logged off •
Free
•
Conversation
•
Wrap-up time
•
Transfer
•
Pause
•
Busy
Note: You get to see the agents that have been defined for you in the Activity monitor tab page of CC91 | Users, Activity monitor tab page. Refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users, Activity monitor. You can choose to show/hide agents according to their statuses by clicking on the appropriate buttons (free agents and/or busy agents
, logged off agents
, agents in pause
).
When clicking in the pin button ( ), the activity monitor stays open even when the main client window is minimized or closed to the system tray. Ext The extension will appear in red in the activity monitor if you have logged on without having selected any of the contact types. Type This column shows the type of contact for that particular agent (telephony call, email, fax, object or chat). Possible values are: • For telephony calls:
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–
CC call in
incoming contact center call
–
CC agent call out
outgoing agent initiated contact center call
–
Direct call in
incoming call directly to the agent
–
Direct call out
outgoing call directly from the agent
–
CC campaign out
outgoing campaign call to internal/external Voxtron Client 9.1
Voxtron Communication Center
•
For e-mails: –
•
•
•
CC email in
incoming contact center e-mail
For faxes: –
CC fax in
incoming contact center fax
–
CC agent fax out center fax
outgoing agent initiated contact
–
Direct fax out
outgoing direct fax
–
Direct fax in
incoming direct fax
For chats: –
CC chat in
incoming contact center chat
–
Direct chat out
outgoing direct chat
–
Direct chat in
incoming direct chat
For objects: –
CC object in
incoming contact center object
Note: If the Agent status is “Free”, “Logged off” or “Pause”, the “Type” column will of course be empty. If the Agent Status is "Pause" the "Type" column can contain the pause reason if the "multiple pause reasons" is enabled (refer to CC91 | Pause reasons; PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Pause reasons) and if you have selected a pause reason in the drop-down list next to the Pause button (refer to page IV-51). You will only get to see the column "Type" if this has been enabled in the Activity Monitor tab page of CC91 | Users, Permissions Activity Monitor tab page. Refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users or section User templates, subsection Activity Monitor. Other Party Depending on the type of contact (telephony call, e-mail or fax), this column shows the (extension) number of the person that particular agent is talking to, the e-mail address of the contact or the fax number of the contact.
Note: If the Agent status is “Free”, “Logged off” or “Pause”, the “Other party” column will of course be empty. You will only get to see the column "Other party" if this has been enabled in the Activity Monitor tab page of CC91 | Users. Refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users or section User templates, subsection Activity Monitor.
Agent
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Voxtron Communication Center Customer ID This column shows contact information regarding the ID of the customer involved. This Customer ID should of course previously have been configured in the “Permissions” tab of the Users menu in the CC91 module in the Web Center (refer to CC91 | Users | Permissions) and the Customer ID and Customer Info options must be selected in the Additional columns field of the Activity Monitor tab of the Users modules in the Web Center (refer to CC91 | Users | Actvity Monitor) (and/or been set or edited previously in the contact handling page of the Voxtron Client (refer to page IV-9). Customer info This column shows additional contact information regarding the customer involved. This Customer ID should of course previously have been configured in the “Permissions” tab of the Users menu in the CC91 module in the Web Center (refer to CC91 | Users | Permissions) and the Customer ID and Customer Info options must be selected in the Additional columns field of the Activity Monitor tab of the Users modules in the Web Center (refer to CC91 | Users | Actvity Monitor) (and/or been set or edited previously in the contact handling page of the Voxtron Client (refer to page IV-9). Duration This column shows the time (format: HH:MM:SS) that particular agent is in interaction (calling, handling e-mails, handling faxes), in wrap-up or in pause. The time is reset to 0 for an internal agent transfer. The client interface starts a timer to update the interaction time per 5 seconds.
Note: If the Agent status is “Free” or “Logged off” the “Duration” column will of course be empty. If the Agent status is "Pause" the “Duration” column will contain the time in pause and the client interface starts a timer to update the time in pause per 5 seconds. This will of course only be the case if the check box "Time in pause" in the Activity Monitor tab page of CC91 | Users is enabled.Refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users or section User templates, subsection Activity Monitor. If the Agent status is "Wrap-up" the “Duration” column will contain the wrap-up time and the client interface starts a timer to update the wrap-up time per 5 seconds. This will of course only be the case if the check box "Time in wrap-up" in the Activity Monitor tab page of CC91 | Users is enabled. Refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Activity Monitor. Teams This column shows the teams this particular agent is a member of. Queues This column shows the queues this particular agent logged on for. IV-86
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The Activity Monitor is available to everyone in the Contact Center.
Waiting Monitor
Preliminary note: By right clicking in one of the column headers you can choose to show or hide a particular column by selecting or deselecting it form the drop-down list. The columns you can choose to have displayed are "Type", "From", "To", “Customer ID”, “Customer info”, "Status", "Waiting time", "Skills" and "Queue". The Customer ID column shows contact information regarding the ID of the customer involved. This Customer ID should of course previously have been configured in the “Permissions” tab of the Users menu in the CC91 module in the Web Center (refer to CC91 | Users | Permissions) and the Customer ID and Customer Info options must be selected in the Additional columns field of the Waiting Monitor tab of the Users modules in the Web Center (refer to CC91 | Users | Waiting Monitor) (and/or been set or edited previously in the contact handling page of the Voxtron Client (refer to page IV-9). The Customer info column shows additional contact information regarding the customer involved. This Customer ID should of course previously have been configured in the “Permissions” tab of the Users menu in the CC91 module in the Web Center (refer to CC91 | Users | Permissions) and the Customer ID and Customer Info options must be selected in the Additional columns field of the Waiting Monitor tab of the Users Agent
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Voxtron Communication Center modules in the Web Center (refer to CC91 | Users | Waiting Monitor) (and/or been set or edited previously in the contact handling page of the Voxtron Client (refer to page IV-9). By clicking on one of the column headers the data of that particular column is sorted alphabetically or ascending/descending. By dragging a column you can choose to relocate it. When an agent chooses to log on at a different computer, he/she will get the same waiting monitor column view (except for the column width modifications). There is also a possibility to search on a particular column by selecting that column in the upper right drop-down list and entering the search item in the edit field next to it.
Note on Voxtron Web Client 9.1 When an agent logs on to the Voxtron Web Client, there will be no grouping button . The pin button
and the minimize button
are neither available.
In the Waiting Monitor you can observe the incoming/outgoing calls, incoming emails, incoming/outgoing faxes, incoming chats, incoming business objects and outgoing campaign calls (monitoring function). Direct faxes, however, are only visible to the owner (particular agent). The contact types you will get to see are of course dependent on the settings of CC91 | Configuration | Interactions and CC91 | Users, Queues or CC91 | User templates, Queues (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Configuration, Interactions and section Users, subsection Queues or section User templates, subsection Queues). The different contact types are organized into 2 categories (incoming and outgoing). The concerned contact types will only be displayed if the appropriate buttons are pushed in. In the display field contacts are further grouped (by using the grouping button ) according to the type of contact or queues and can then be expanded or collapsed. These “groups” can also be sorted alphabetically. The contact lines might also light up in yellow, red, or light blue respectively referring to missing resources, contact center in threshold or manually routed contacts. If the agent right-clicks a light blue marked contact and selects the Assign to me option in the context menu, he or she can take over and treat the concerned contact.
Note: A contact will appear in light blue only for a limited time period defined by the timeout in the IVR plug-in function “Waiting” (refer to Plug-In IVR2CC91, section Waiting). The contacts that you will get to see (i.e. all contacts, only contacts of the agent's own queue(s) or contacts belonging to the selected queues) depend on the settings in the Waiting Monitor tab page of CC91 | Users or CC91 | User templates. Refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users, Waiting Monitor or User templates, Waiting Monitor. IV-88
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By double-clicking on one of the contact type icons at the right side of the waiting monitor or by selecting Properties from the pop-up menu that appears when right-clicking on a contact type line, you will get a pop-up window containing up to 7 tabs:
Agent
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Details
This tab contains general contact information. This information might differ depending on the contact type.
Skills
The skills that are assigned to the contact.
Properties
The properties assigned to the contact.
Requeued
The agents that have requeued this contact (only valid for faxes, emails, chats and business objects).
Suitable agents
The list of agents that are suitable to handle this contact, together with their statuses (in this way you will not transfer a contact to a "logged off" agent or an agent in "pause"). Of course the list of suitable agents that will be displayed will only contain agents that are visible in your activity monitor.
Note: The suitable agents here only involve the agents that are visible to this agent in his/her activity monitor. An agent is "suitable" when he/she has all mandatory individual skills.
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Missing resources
This tab will only be shown if the contact in the waiting monitor is highlighted in yellow. It means that no suitable agent to handle the contact is logged on or all suitable logged on agents have requeued this contact. This tab will have an exclamation mark. A "suitable agent" is an agent possessing all the needed individual mandatory skills.
Threshold
This tab will only be shown if the contact is in threshold and highlighted in red in the waiting monitor. This tab will have an exclamation mark. Voxtron Client 9.1
Voxtron Communication Center
When pushing in the pin button ( ), the waiting monitor stays open even when the main client window is minimized or closed to the system tray. Changing Priority By right-clicking on the call, e-mail, fax or chat in the Waiting monitor, the agent can change the priorities of the contact (call, e-mail, fax, chat or business object). Refer to settings in CC91 | Users (User templates), Waiting Monitor. The default priority is 5. Transfer to By right-clicking on the call, e-mail, fax, chat or business object in the Waiting monitor window, an agent can assign (transfer) a call, e-mail, fax , chat or business object to a particular agent (of his/her team) that is logged on to the contact center or to the queue(s) that has (have) been assigned to the users of his/her team. Refer to settings in CC91 | Users (User templates), Waiting Monitor.
Handle contact By right-clicking on the call, e-mail, fax, chat or business object in the Waiting monitor window, an agent can assign (transfer) a call, e-mail, fax , chat or business object to him/herself. Refer to settings in CC91 | Users (User templates), Waiting Monitor. Properties By right-clicking on the call, e-mail, fax or chat in the Waiting monitor window, an agent can retrieve the properties of the call, e-mail, fax, chat or business object.
Agent
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By right-clicking a contact you can either retrieve the contact properties, transfer the contact or change its priority. If the contact is an outgoing fax you can also view the fax or remove it by rightclicking it.
Note: An agent cannot remove the fax, but only view it.
Status Depending on the contact type (call, e-mail, fax, chat or business object) the statuses can be:
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•
Threshold
•
Transferring
•
Waiting
•
Sending (only for outgoing faxes)
•
Failed (only for outgoing faxes)
•
OK (only for outgoing faxes)
Voxtron Client 9.1
Voxtron Communication Center
SENDING A FAX The VCC can be used for sending faxes. Below you can find a procedure for sending faxes using the VCC: •
Open a Windows application from which you can print to create a new document.
•
Open the File menu and select Print …
•
In the Print dialog window:
•
–
Select Vcc Fax from the Name drop-down list (This printer has been installed automatically during the installation of VCC)
–
Click the OK button
In the appearing Voxtron Communication Center Fax dialog window: –
Sending a fax
Select the option "Contact Center Fax" or "Direct Fax" and fill in the destination by either entering a "Phone number" and "Name" in the respective fields or clicking the Address book button and selecting those data from there.
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•
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–
Select the cover sheet you want (composed in CC91 | Cover sheets) and click the Next button. Fill in the cover sheet content edit fields (if there are any) by first double-clicking those Value edit fields.
–
Click the Send FAX button.
You will get a pop-up window showing whether the sending of your fax has succeeded or failed:
Voxtron Client 9.1
Voxtron Communication Center
–
•
Clicking the FAX icon in the pop-up window will open your Voxtron Client window showing your sent fax in a separate tab page.
A Fax Status Report mail might also be sent by mail containing From and To information on your sent fax and a Status. The sent fax itself is contained in a .tif attachment to the mail.
Note: You will only receive such a Fax Status Report by email if in the Configuration Interface the "Send fax status report via email" option has been selected and your e-mail address has been filled in in the "E-mail address" edit field of the Personal tab page in CC91 | Users (refer to PART TWO: MODULES, chapter CONTACT CENTER MODULE (CC91), section Users, Personal).
Sending a fax
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VOXTRON SIP PHONE Introduction A software based SIP (Session Initiation Protocol) phone is a soft phone (i.e. no hardware phone) that allows phone calls to be made using VoIP (voice over internet protocol) technology. SIP phones allow any computer to be used as a telephone by means of a headset with a microphone and/or a sound card. A broadband connection and connection to a VOIP provider or a SIP server are also required. Using a SIP phone in the Voxtron Client means that you can use your Voxtron Client without a hardware phone and/or TAPI.
Installation The Voxtron SIP phone can be installed from the web (http://deploy.voxtron.com).
Integration in the Voxtron Client You have to configure the Voxtron Client to integrate the Voxtron SIP Phone in your Voxtron Client. You can do this by selecting the Voxtron SIP Phone option in the Advanced page of the Options of the Voxtron Client. The Voxtron SIP Phone will be used in combination with the Voxtron Client, but it can also be used as stand-alone phone. The SIP phone can also be collapsed in the Voxtron Client.
Note: You should be aware, however, that when you use the Voxtron SIP Phone independently (i.e. without being connected to the CTI), you are not entitled to any support for this application.
Voxtron SIP Phone
IV-97
Voxtron Communication Center
When clicking on the pin button , the pin will change direction additional “tab” will appear at the side.
and an
Clicking this vertical tab will expand your Voxtron SIP phone.
IV-98
Voxtron Client 9.1
Voxtron Communication Center
In the Voxtron Client, the Phone toolbar can still be activated. If you do not want to have this ‘double’ functionality (i.e. similar buttons will be available in your SIP phone), you can inactivate the Phone toolbar per user in the Web Center (CC91 | User, Permissions tab page, not selecting Allow Phone toolbar check box).
SIP phone functionalities
Voxtron SIP Phone
IV-99
Voxtron Communication Center Clicking on this Configuration button will enable you to configure some Client preferences (refer to IV-105). Clicking on this button shows the version of the Voxtron SIP Phone. Clicking on the Phone button will enable the Voxtron SIP Phone. Clicking on the Call History button will enable you to look up either all calls, missed calls, dialed numbers (outgoing calls) or received calls (incoming calls) (refer to the section Call history, on page IV-102).
Note: These last four buttons will be highlighted when activated. Clicking on the Voice Mail button will enable you to call the number on the IVR to listen to your voice mail messages.
Warning: The Voice Mail feature might not be functioning in some cases. As this is highly dependent on the PBX you use, Voxtron cannot be held responsible. In the right top corner, your SIP extension will be displayed. In the lower left corner, your phone status will be displayed. In the middle of the screen, you will be able to position your cursor in an edit-box and enter a telephone number using your keyboard keypad, or by clicking on the digits of your SIP phone keypad to dial a number. You can also use the drop-down list which shows a list of the last 10 incoming and/or outgoing calls. Clicking on this button, you can accept/pick up a phone call. When clicking twice on this button, the last dialed number will automatically be redialed. Clicking on this button, you can hang up (end a phone call). Clicking on this toggle button, you can put the call on hold or retrieve it. In the status bar at the bottom, you will see the active connection to the CTI ( ), and whether you are registered on the SIP PBX ( ). This icons will turn green if the CTI connection is OK and/or if you are registered on the SIP PBX. ,
IV-100
Clicking on these icons, you can adjust the input volume of you microphone and the output volume of your speakers. Clicking the buttons will make them turn green.
Voxtron Client 9.1
Voxtron Communication Center
Make a call There a three ways to enter the telephone number to call: •
Press the dial pad digits of your SIP phone. They will appear in the dropdown edit box. If the displayed number contains errors, you can press the Backspace button, delete the number and restart.
•
Position your cursor in the drop-down edit box and type the number on your keyboard. If the displayed number contains errors, you can press the Backspace button, delete the number and restart.
•
Use the drop-downlist to select a specific number that has been used before.
To initiate the call to the selected number, click on the Dial button . The phone status will go to Ringing in the phone status field (the left corner below the drop-down edit box). The Dial button will be inactivated and the Hang Up button will be activated. If a connection has been established, the Hold button will be activated. If no connection has been established, the line will automatically be closed and no icons (Hang Up or Dial) will be activated. To hang up, you click on the Hang Up button
.
The result of the phone call or the phone status (busy, no answer, connected) will be displayed in the phone status field (the left corner below the drop-down edit box).
Receive a call When receiving a call, the Dial and the Hang Up button will be both activated . The agent can accept ( ), or refuse ( ) the call in the Voxtron SIP Phone. When the phone is refused, the call will be ended. When the call is accepted by clicking on the be activated.
button, the Hold button
will also
The agent can use the Hang Up button to end the call. If the caller has hung up before the agent has hung up, the line will be automatically closed and no icons will be activated anymore.
Note: When receiving a call, it will also still be possible to accept this call in the Voxtron Client by clicking on the appropriate Phone toolbar button, as this toolbar will also be activated (if in the Phone toolbar per user in the Web Voxtron SIP Phone
IV-101
Voxtron Communication Center Center (CC91 | User, Permissions tab page, the Allow Phone toolbar check box has been selected).
Put a call on hold The Hold button
will be activated as soon as a call is connected (you have
clicked on the Accept button). You can put the call on hold and you can no longer use the Hang Up button. You can retrieve the call by clicking on the Hold button again (i.e. toggle button). After retrieving the call the Hang Up button is activated again.
Transfer a call When having received a call and having answered it, you will be able to transfer it by first clicking on the Hold button . This will put the caller on hold (refer to the section Put a call on hold on how the call can be retrieved again) and you will be able to use the dial screen again to enter the telephone number of the person you want to transfer the call to. The number field can be filled in the same way as when the user would make a new call (see the section Make a call, on page IV-101). When a call is on hold and as soon as there is information in the number field, the Dial button will be activated. Clicking on the Dial button will set up the consultation call. When the consultation call is launched, the Dial button is inactive again and the Hang Up and Hold buttons are activated: • When you click on the Hold button, the consultation call is ended and the call that was put on hold is connected again. •
When you click on the Hang up button now, the Voxtron SIP phone completes the transfer (in case the consultation call was connected this is a supervised transfer, in case the consultation call was still connecting, a blind transfer).
Call history When clicking on the Call History button
IV-102
, the following window will pop up:
Voxtron Client 9.1
Voxtron Communication Center
You can determine which list you want to see. • missed calls •
incoming calls
•
outgoing calls
•
all types of calls
This list will have maximum 50 telephone numbers, sorted descending, which you can click. If you click on a number, this person will be called automatically and the telephone edit field will have with the telephone number, the telephone state will be "Ringing" and the Hang Up button ( ) will be activated.
Voice mail Warning: The Voice Mail feature might not be functioning in some cases. As this is highly dependent on the PBX you use, Voxtron cannot be held responsible. When there is a voice mail message waiting, the Voice Mail button
will blink.
When you click on this button, the Voxtron SIP Phone will automatically call the configured voicemail number. To configure this number, go to Voice Mail tab page of the SIP phone configuration settings. Refer to page IV-109.
Voxtron SIP Phone
IV-103
Voxtron Communication Center
Mute/adjust the volume of the speakers/microphone Speakers You can mute or adjust the volume of your speakers, by clicking on the output volume icon on the main dial screen of the Voxtron SIP Phone. When clicking on this icon , the speakers can be muted/unmuted (the icon turns red/green).
Note: These settings can also be customized in the Audio Device tab page of the Voxtron SIP Phone Configuration Settings. Refer to page IV-106.
Microphone You can mute or adjust the volume of your microphone, by clicking on the input volume icon on the main dial screen of the Voxtron SIP Phone. When clicking on the icon, the microphone can be muted/unmuted (the turns red/green).
Note: These settings can also be customized in the Audio Device tab page of the Voxtron SIP Phone Configuration Settings. Refer to page IV-106.
IV-104
Voxtron Client 9.1
Voxtron Communication Center
SIP phone configuration General
In this tab page, you can define: • start up preferences •
your language preference
•
the duration in seconds before it is decided to disregard the incoming call
•
the number of calls to retain in the call history list (refer to page IV-102)
Voxtron SIP Phone
IV-105
Voxtron Communication Center
Connections
Use with CTI or as a stand-alone SIP phone IPTel Provider address: IPTel Provider port:
<IP address CTI service> 47100 (default)
In this tab page you can configure the port and IP address of the VCC CTI service. When looking at the status bar at the bottom of the Voxtron SIP Phone display, you get an overview of all the connections and their statuses. The status of the registration with the PBX, the connection with Voxtron Client and the CTI server will be detected and indicated in green if OK, and in red if not OK.
IV-106
Voxtron Client 9.1
Voxtron Communication Center
SIP Account
In this tab page you can configure your SIP accounts. For the connection with the SIP PBX you need to fill in a User ID and a password. With the Caller ID, you can give yourself a user friendly ID, instead of displaying the SIP address. PBX Address: The IP location of the PBX-server PBX Port: The TCP/UDP port number of the PBX-server Local Port: The Local TCP/UDP port nr Voxtron SIP Phone
IV-107
Voxtron Communication Center
RTP Port: The Local RTP port number which will lie in the interval specified by Min and Max Transport: Select a UDP or TCP protocol. Proxy: Proxy server address.
Audio Device
In this tab page you can select which audio device you want to use. For the Speaker and the Microphone you can also define the volume level.
IV-108
Voxtron Client 9.1
Voxtron Communication Center
Ring tone
In this tab page you can select the .wav/.mp3 file you want to use as a ring tone for your SIP phone by clicking on the browse button and importing your favorite ring tone. You can also use the default ring tone. You can define the volume level of your ring tone in the Audio device tab page.
Voice Mail Warning: The Voice Mail feature might not be functioning in some cases. As this is highly dependent on the PBX you use, Voxtron cannot be held responsible.
Voxtron SIP Phone
IV-109
Voxtron Communication Center
In this tab page you can configure your voice mail number. For more information in the voice mail facility in your Voxtron SIP phone, refer to page IV-103.
Speed Dial
In this tab page you can configure the speed dial keys in your Voxtron SIP Phone. You can use your numeric keypad (on your keyboard) or the keypad on your Voxtron SIP Phone for speed dialing.
IV-110
Voxtron Client 9.1
Voxtron Communication Center This means that when you press/click on digit 0 for example, the Voxtron SIP Phone will automatically call your configured number (e.g.: +3237762727). This function is in particular useful for phone users who have to call certain phone numbers on a regular basis.
Logging
In this tab page you can enable the logging for your Voxtron SIP phone and configure how large you want your log files to become and how long to keep them.
Voxtron SIP Phone
IV-111
Voxtron Communication Center
Phone number format
In this tab page, you can define the prefixes to be used for external lines, international numbers and the maximum digit length of the extensions (internal numbers).
IV-112
Voxtron Client 9.1
Voxtron Communication Center
VOXTRON CLIENT FOR MICROSOFT LYNC (SKYPE FOR BUSINESS) Introduction With the Voxtron Client for Microsoft Lync/Skype for Business, you extend Microsoft Lync/Skype for Business with contact center functionalities. In this way, customers can continue to work with Lync and all its possibilities and combine this with Voxtron’s unique contact center facilities. It is a customized integration, meeting all your requirements; if your requirements change, adaptations can occur quickly and smoothly.
Installation and configuration For a user to have MS Lync / Skype for Business (SfB) in his/her Voxtron Client, the administrator has to perform the following actions in the Web Center:
Enable MSLync/SfB First, MS Lync/SfB has to be enabled for the user in the Web Center (CC91 | Users | Configuration | Lync/Skype for Business). Here, it can be determined per user whether he/she will work with MS Lync/SfB, and which configuration set he/she will use.
Voxtron Client for Microsoft Lync (Skype for Business)
IV-113
Voxtron Communication Center
Your MS Lync/SfB can be further configured by setting up a configuration set or through clicking on the edit button of the desired configuration set and going through the four tab pages.
General
In the General tab page it is decided whether the Micosoft Lync Client will start automatically when signing in to you Voxtron Client (Automatically sign in into Microsoft Lync Client) and whether the Voxtron Client statuses IV-114
Voxtron Client 9.1
Voxtron Communication Center will be synchronized automatically with the MSLync/SfB presence statuses (Synchronize Lync & SfB presence status with Voxtron Client status) by clicking the corresponding check boxes.
Contact handling
In the Contact Handling tab page it can specified which Lync presence statuses have to be set when the agent is handling other contacts – emails, faxes of chats – in the Voxtron Client (by selecting the appropriate check box(es) “Set presence status when handling <contact>”). Here you can also decide to set a presence status when the agent is in wrapup (Set presence status when user is in wrap-up).
Voxtron Client for Microsoft Lync (Skype for Business)
IV-115
Voxtron Communication Center
Default pause handling
In the MS Lync/SfB Client, several presence reasons can be used:
IV-116
Voxtron Client 9.1
Voxtron Communication Center
On top of this, custom presence reasons can be created on the Lync server side and used in the Lync Client (see the section Custom Pause handling). In the Voxtron Client, the same pause reasons can be created in the Contact Center and these can be used by the agents. In this way, the two systems work with the same presence/pause reasons. It is also possible to create more presence statuses in the Lync Client. However, if the Contact Center does not know this pause reason, the default pause reason in the Voxtron Client will be displayed.
Custom pause handling On top of the default presence reasons, custom presence reasons can be created on the Lync server side and used in the Lync Client.
Voxtron Client for Microsoft Lync (Skype for Business)
IV-117
Voxtron Communication Center
When changing the presence status in the Contact Center, the presence statuses in the Lync will automatically change into the same status (if mapped). If the pause reason does not exist in the Lync Client, you can decide in the configuration what to do with it. For example: When the status ‘out of office’ does not exist in the Lync Client, you can decide what the presence status will be by default in the Lync Client.
Users and configuration sets Secondly, it can be determined per user whether he/she will work with MS Lync/Skype for Business and which configuration set he/she will use (CC91 | Users, “Add new user” or “Modify user”, “Lync & Skype for Business” tab page).
Valid extensions Finally, the Lync SIP addresses that will be used have to be added as “valid extensions” om the CTI IPTel Provider configuration (CTI52 | CTI IP Tel Provider | Valid extensions)
IV-118
Voxtron Client 9.1
Voxtron Communication Center
Now that all installation and configuration steps have been run through, the concerned user will get a Voxtron Client main window looking like this:
In the upper right corner there will be a Lync status icon with extra information.
Voxtron Client for Microsoft Lync (Skype for Business)
IV-119
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