Administering Avaya IP Office Contact Center Task Flow Editor

Transcription

1 Administering Avaya IP Office Contact Center Task Flow Editor Release Issue 2 February 2016

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5 Contents Chapter 1: Task Flow Editor... 7 Task Flow Editor overview... 7 Task Flow Editor privileges... 7 Opening the Task Flow Editor module... 8 Task Flow Editor menus and commands... 9 Task Flow Editor icons... 9 Task Flow Editor menu field descriptions Task flow set menu commands Edit menu commands Tools menu commands Windows menu commands Help menu commands Task Flow Editor menu icons VECTORS process overview VECTORS process example VECTORS process cycles Preferential priority of tasks Task Flow Editor concepts Task flow set Default task flow set Group Call flow flow Macro macro Setting the options Ports and connections Task flow script Label Trace task Sources Creating logics Source priority group overview Destinations overview Connecting units overview Importing and exporting a task flow set Task flow set export overview Starting the export Adding or removing export data Adding export conditions February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 5

6 Contents Viewing the export configuration data Selecting and exporting an export file Importing task flow set Tips and tricks Creating a welcome announcement flows Voice mails Troubleshooting Scroll bar is not visible February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 6

7 Chapter 1: Task Flow Editor Task Flow Editor overview The Task Flow Editor module controls the configuration of the routing of voice, , and chat tasks within the IP Office Contact Center system. A task flow set is a graphical representation of the message distribution within IP Office Contact Center. The messages can be phone calls, voice mails, or s. The message distribution determines how IP Office Contact Center handles the messages within the system, and the processes that the system starts. You can use the module to create a task flow set. The Task Flow Editor module uses icons to display a task flow. A task flow set has two groups: Macro Task flows You must use a macro to use the same process in more than one task flow without creating the sequence of processes again in each task flow. After creating a task flow, you can do the following: Start Set as the default Print Export Task Flow Editor privileges In the Configuration module, the administrator specifies the privileges to access the functions of Task Flow Editor. You can perform only the functions for which the administrator provides the privileges. Function Edit task flow set Description To edit a task flow set. If you do not have this privilege, you cannot edit a task flow set. The system displays the [Write-protected] message in the title bar of Task Flow Editor when you open a task flow set. Table continues February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 7

8 Task Flow Editor Function Start task flow set Edit default task flow set Edit predefined conditions Advanced mode Description To start a task flow set. The active task flow set determines the task distribution in IP Office Contact Center. To edit the default task flow set. The call center system uses the default setting for the task flow set during a system failure. The system secures the default task flow set separately. To edit private conditions. You do not require any privilege to edit a private condition. To open the following elements in a task flow: Logic Distributor (equal) Distributor (cyclic) Opening the Task Flow Editor module Before you begin Get the administrator configuration for the IP Office Contact Center server. Log in to the IP Office Contact Center user interface. For more information about logging in to the IP Office Contact Center user interface, see Using Avaya IP Office Contact Center for Windows. Create an account with a user name and a password in the Task Flow Editor module. Log in as an authorized user. Get the required privileges in the Task Flow Editor module. Do one of the following: On the Go to menu, click Task Flow Editor. In the left pane, click Administration, and select the Task Flow Editor icon ( ). The system displays the Task Flow Editor module user interface. February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 8

9 Task Flow Editor menus and commands Task Flow Editor menus and commands Task Flow Editor icons You can use the icons in the Task Flow Editor only for a specific task type. For example, you can use the voice task type icons in a call flow and a call flow macro, and the task type icons in an flow and flow macro. Icon Name Task type Label Voice, chat, and Sources Destinations Trace task Telephone calls Voice mails Chat Agent group Telephone calls Chat Agent External destination Drop Personal contact Last agent Current agent script Chat script Chat script (1 script) Voice, chat, and Voice Voice Chat Voice and (task-type specific selection) Voice Chat Voice and (task-type specific selection) Voice and (task-type specific selection) Voice Voice and Voice and Voice and Chat Chat Announcements IVR Voice Table continues February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 9

10 Task Flow Editor Icon Name Task type IVR-Script (1 announcement) Voice Connecting units System conditions Announcement Announcement script (1 announcement) Change task tag Change skill Skill reduction Logic TaskTrap Check Time Periods Longest wait time exceeded Number of tasks exceeded Queue full Minimum number of signed on agents exceeded Available agents fulfill the skill Signed-on agents fulfill the skill Voice Voice Voice and Voice and Voice and Voice Voice and Voice and Voice and Voice and Voice Voice and Voice and Voice and Filters Call distribution Collectors New task Task Tag Wait time exceeded Prioritized Equal Cyclically Equal Voice Voice and Voice and Voice and Voice and Voice Voice and February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 10

11 Task Flow Editor menus and commands Task Flow Editor menu field descriptions Name Task flow set Edit Tools Windows Help Description Displays the task flow set commands. Displays the edit commands. Displays the tools commands. Displays the windows commands. Displays the help commands. Task flow set menu commands Button New Open Close Activate Reactivate Save Save As Information Delete Default task flow set Active task flow set Export Import Print Print Preview Description Creates a new task flow set. Opens a task flow set. Stops editing a task flow set. Starts a loaded task flow set. The VECTORS process uses the activated task flow set for task distribution. Activates a task flow set again. The VECTORS process uses the activated task flow set for task distribution. Saves an open task flow set. Saves a task flow set with a new name. Displays information about the open task flow set. You can change the name, comment, and password of the task flow set. Deletes a task flow set. Defines a task flow set as the default task flow set. You can also select a default task flow set. Displays the active task flow set. Exports task flow set data. Imports task flow set data. Prints a task flow set. Displays the print view of a task flow set. Note: If you do not configure the task flow privilege in the Configuration module, you can only have read-only rights and cannot create a new task flow set. February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 11

12 Task Flow Editor Edit menu commands Name New Delete Select All Description Creates a new element in the task flow. The options are: Group: Creates a new group. Call Flow: Creates a new call flow. Flow: Creates a new flow. Chat Flow: Creates a new chat flow. Macro: Creates a new macro. Macro: Creates a new macro. Chat Macro: Creates a new chat macro. Deletes the selected element. Selects all elements of a call flow or an flow. Tools menu commands Name Options Source Priority Groups Predefined conditions Task Flow Script Syntax check Configuration check Description Displays the predefined settings for on-screen presentation and automatic save features. You can change the settings. Displays the sorting order for calls, s, voice mails, and task tags. Displays the predefined conditions for task flow sets. You can create, change, or delete the conditions. Creates a task flow script from a task flow set and saves as a text file with the.txt extension. Checks the configuration and syntax of an open task flow set. Checks the configuration of the elements used in the selected task flow set. Note: If you do not configure the task flow set privilege in the Configuration module, you can only have read-only rights. With this right, you cannot use the predefined conditions, syntax conditions, and configuration check menus. February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 12

13 VECTORS process overview Windows menu commands Button Cascade Arrange Close All Arrange Symbols Description Displays all open task flow windows in a cascading mode. Displays all open task flow windows on the screen without overlaps. Closes all open task flow windows. Arranges the symbols. Help menu commands Name Contents Description Displays an Online help where you can search for keywords. Task Flow Editor menu icons The Task Flow Editor menu icons display the frequently used menu commands. Icon Name Description New Creates a new task flow set. Open Save Activate Print Task flow set Tool bar Arrange Cascade Opens a task flow set. Saves an open task flow set. Activates a loaded task flow set. Prints the selected task flow of an open task flow set. Minimizes or maximizes the task flow set. Minimizes or maximizes the Tool bar menu. Displays all open task flow windows on the screen without overlaps. Displays all open task flow windows in a cascading mode. VECTORS process overview A task flow set is a graphical representation of message distribution within IP Office Contact Center. You can use the Task Flow Editor module to create a task flow set. The IP Office Contact Center database stores the data for the task flow set. The Task Flow Editor module creates a text file from February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 13

14 Task Flow Editor the text flow set. This text file is the task flow script. The IP Office Contact Center database stores the data for the task flow script. The task flow script is the interface to the VECTORS process. When you open the task flow set, the system sends the task flow script to the database and reports this script to the VECTORS process. The VECTORS process runs on the IP Office Contact Center server and manages the tasks. VECTORS requires a compiled format of a task flow script to manage the tasks. When you start a task flow set, the system converts the task flow set to a task flow script. VECTORS loads and compiles the data from the database. If the compilation is unsuccessful, the task flow set does not start. If the compilation is successful, VECTORS runs the task distribution as defined by the task flow set. When you open IP Office Contact Center, the VECTORS process uses a configured task distribution. The configured setting is the default task flow set. You can select a task flow set as the default task flow set. If you select a task flow set that was active at least once, the task flow set compilation runs without errors. VECTORS process example on page 14 VECTORS process example The working of call flow set The example displays a topic A, a prioritized distributor P, a logic unit L, and five agent groups AG 1 through AG 5. In this example, only one agent can sign on to an agent group. February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 14

15 VECTORS process overview Topic A Distr. P AG 1 AG 2 Logic L Y N AG 3 AG 4 AG 5 The calls 1, 2, and 4 meet the condition of logic L, and call 3 fails to meet the condition. The following steps explain the call flow set process: Four callers dial the number of topic A successfully. The distributor P prioritizes and distributes the calls. The task flow set distributes the first caller to the agent group AG 1. The task flow set distributes the second caller to agent group AG 2. The task flow set distributes the third caller to agent group AG 4 because the condition of the logic L is not met. The task flow set distributes the fourth caller to agent group AG 5. Note: The distributor cannot distribute the fifth call because all agents in the task flow set are busy. In this example, agent group AG 4 receives a call only if agent groups AG 1 and AG 2 are busy and do not meet the condition of logic L. February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 15

16 Task Flow Editor VECTORS process overview on page 13 VECTORS process cycles Every one second, the VECTORS process checks the entire task flow for any calls or s available for distribution. If a call or an is available, the VECTORS process assigns the task to the kernel process. The kernel process distributes the task. Preferential priority of tasks A VECTOR process cycle lasts until no tasks are available to assign to agents. By default, the system divides the VECTOR cycle process into an online group and an offline group. The online group examines the calls, and the offline group examines the s and the voice messages. You can change the default settings by using the source priority groups. A task list consists of more than one task. The following is a sample task list: Priority Sorting Description 1 Waitthisque ue Configured value. 2 WaitTotal Configured value. 3 ringtotal Configured value. You can also configure the task tags. You can also configure the task tags. You can also configure the task tags. 4 WaitTotal Default setting for the online group. 5 WaitTotal Default setting for the online group. The sample task list configures three priority groups. A sorting order is configured for the three priority groups. The task list configures the priority of the online group and the offline group after the three priority groups. The online and offline groups contain the topics that are not in the priority groups. This access option is to ensure that the VECTORS process executes a specific task preferentially. The VECTORS process creates a list of all tasks and sorts the list according to the priority groups and the sorting order. For each task, the VECTORS process attempts to find a destination according to the task flow set. February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 16

17 Task Flow Editor concepts Task Flow Editor concepts Task flow set The VECTORS process controls the task distribution of the PBX. The VECTORS process requires a graphical representation of the task distribution to control the task distribution. A task flow set is a graphical representation of message distribution within IP Office Contact Center. The VECTORS process uses the task flow set to control the task distribution. The task flow set contains the sources and destinations and specifies the connections between the sources and destinations. You can use the collectors and distributors for the connections. You can also determine the conditions for the distributions with the logic units. A task flow set consists of groups, call flows, flows, macros, and macros. The number of groups, call flows, flows, macros, and macros is unlimited. You must configure an unambiguous name for a task flow set using maximum 29 alphanumeric characters. When you create a task flow set, the system automatically configures the author name. You can change this entry using maximum 29 alphanumeric characters. You can use a password to protect a task flow set using maximum 29 alphanumeric characters. You can enter a comment for the task flow set with maximum 254 alphanumeric characters. Creating a task flow set on page 17 Activating task flow sets on page 18 Creating a task flow set About this task You can create a new task flow set or open an available task flow set to edit in Task Flow Editor. 1. On the Task flow set menu, click New. The system displays the Generate new task flow set dialog box. 2. In the Name field, type a name. The system displays your name as the author. But if you add a new name, the system displays the new name. 3. To protect the task flow set from unauthorized access, in the Password field, type a password. The password is case sensitive. 4. In the Confirm password field, retype the password. 5. To add a comment to the task flow set, in the Comment field, type a comment. February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 17

18 Task Flow Editor 6. Click OK. Example The system displays the Task flow set dialog box with the name of the task flow set in the title bar. In the following image, ACD is the name of the set. The system displays the task flow set as a tab. The List of symbols tab lists the icons for all elements that you can use in a task flow set. Task flow set on page 17 Activating task flow sets About this task The VECTORS process uses an activated task flow set for task distribution. When you activate a task flow set, the system converts the task flow set to a task flow script before compiling the task flow set. The system checks the task flow set during the compilation. If the compilation is unsuccessful, the Protocol module displays the errors, and the VECTORS process continues to work with the most recently active task flow set. When activating a task flow set, the system might display the following errors: The two exit connectors of logic unit are not connected. The icon types used in the logic condition do not match a corresponding source or destination. 1. Open a task flow set. 2. On the Task flow set menu, click Activate. The system displays the following message: The task flow set successfully activated. 3. Click OK. February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 18

19 Task Flow Editor concepts Task flow set on page 17 Default task flow set You can select a task flow set as the default task flow set. You must activate this task flow successfully. If you define a default task flow, the system automatically activates this task flow after you restart the IP Office Contact Center system. If you do not specify a default task flow set, the VECTORS process does not distribute the tasks when you restart the IP Office Contact Center server. Group A group consists of task flows and macros. The number of task flows and macros in a group is unlimited. You can use groups to maintain a clear task flow set layout. You can create any number of groups. You must configure an unambiguous name for a group with maximum 29 alphanumeric characters. The icon for a group is ( ). Creating groups on page 19 Creating groups About this task You can add any number of task flows or macros in a group, but you cannot create a group within a group. 1. In the Edit menu, click New > Group. The system displays the New Group dialog box. 2. In the Name field, type a name. 3. Click OK. Example The system displays the group in the task flow set. The name of the group in the example is Grp1. February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 19

20 Task Flow Editor Group on page 19 Call flow In a call flow, you can specify the distribution of the calls in the VECTORS process. A call flow consists of labels, sources, distributors, collectors, destinations, connectors, and macros that link to the connections. You can select a specific group when creating a call flow. You can create any number of call flows. You must configure an unambiguous name for a call flow with 29 alphanumeric characters. The icon for a call flow is:. Example The following diagram displays the call distribution of two topics to one agent group. February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 20

21 Task Flow Editor concepts Topic 1 1 AG1 Topic 2 2 Creating call flows on page 21 Creating call flows About this task In a call flow, a task distribution is graphically represented with elements and connections. Each call flow has a name and can be a part of a group. The call flow icons appear in a separate window of the Task Flow Editor. 1. In the Edit menu, click New > Call Flow. The system displays the New Call Flow dialog box. 2. In the Name field, type a name. 3. In the Task Flow group, click a group. 4. Click OK. Example The system displays the call flow in the task flow set. The title bar of the call flow window displays the name of the call flow. February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 21

22 Task Flow Editor Call flow on page 20 flow In an flow, you can specify the distribution of s in the VECTORS process. An flow consists of labels, sources, distributors, collectors, destinations, connectors, and macros that link to connections. You can select a specific group when creating an flow. You can create any number of flows. You must configure an unambiguous name for an with 29 alphanumeric characters. The icon for call flow is. Creating flows on page 22 Creating flows About this task In an flow, a task distribution is graphically represented with elements and connections. Each flow has a name and can be a part of a group. The flow icons appear in a separate window of Task Flow Editor. 1. In the Edit menu, click New > Flow. The system displays the New Flow dialog box. 2. In the Name field, type a name. 3. In the Task Flow group, click a group. 4. Click OK. The system displays the flow in the task flow set. February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 22

23 Task Flow Editor concepts flow on page 22 Macro You can use a macro to access the processes that you use often in a call flow. A macro consists of labels, sources, destinations, and connectors that link to connections. You cannot use a macro within another macro. You cannot change the number of input and exit connectors. You can create a maximum 1000 input connectors and 1000 exit connectors for a macro. You can select a group for a macro when you create the macro. You must configure an unambiguous name for a macro with maximum 29 alphanumeric characters. You can enter a comment for a macro with maximum 254 alphanumeric characters. The icon for a macro is. The conditions for using a macro repeatedly within a call flow You must not use the following elements in the macro: Call Agent group Agent IVR Script Announcement script External destination Voice mail Note: You can use the macro in the same call flow only one time if you use these elements in a macro. You can use the macro in a task flow set only one time if the macro assigns an exit connector of a source. You can use only the elements in a macro that are not in the call flow in which you want to insert the macro. If you double-click the active area of a macro, the system displays a list with the names of the call flows using the macro. If a call flow does not use a macro, the system displays the message This macro is not used. You cannot copy the macros in a call flow. Creating macros on page 23 Creating macros 1. In the Edit menu, click New > Macro. The system displays the New Macro dialog box. February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 23

24 Task Flow Editor 2. In the Name field, type a name. 3. In the Task Flow group, click a group. 4. Click OK. The system displays the macro in the task flow set. 5. To save the Macro, add the required symbols and click the Save icon ( ). Example The following example displays the OutOfOffice-Control macro. Macro on page 23 macro You can use an macro to access the processes often used in an . You must create an macro only one time. An macro consists of labels, sources, destinations, and connectors that link to connections. You cannot use an macro in another macro. You cannot change the number of input and exit connectors. You can create maximum 1000 input connectors and 1000 exit connectors for one macro. You can select a group for an macro when you create the macro. You must configure an unambiguous name for an macro with maximum 29 alphanumeric characters. You can enter a comment for each macro with maximum 254 alphanumeric characters. The icon for an macro is. Conditions for using an macro repeatedly in an flow You must not use the following elements in the macro: Agent group Agent External destination February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 24

25 Task Flow Editor concepts If you use these elements in an macro or the macro assigns an exit connector of a source, you can use the macro in an flow only one time. You can use only the elements in an macro that are not in the flow in which you want to insert the macro. You cannot copy the macros in an flow. If you double-click the active area of an macro, the system displays a list with the names of the flows that use the macro. If an flow does not use an macro, the system displays the message This macro is not used. Creating macros on page 25 Creating macros 1. In the Edit menu, click New > Macro. The system displays the New Macro dialog box. 2. In the Name field, type a name. 3. In the Task Flow group, click a group. 4. Click OK. The system displays the macro in the task flow set. macro on page 24 Setting the options 1. Click Tools > Options. The system displays the Options dialog box. 2. Enter the required settings. 3. Click Apply. 4. Click OK. Options tab field descriptions on page 25 Options tab field descriptions Name Backup folder Description Displays the name of the backup folder. Table continues February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 25

26 Task Flow Editor Name Description Whenever you save a task flow set, the system creates an export file with a.cfe extension in the backup folder. The default backup folder is: C:\Documents and Settings\All Users \Documents. Note: You can create a backup folder only in Windows. Autosave Specifies whether Task Flow Editor saves the task flow set automatically at predefined intervals. The options are: Yes: Saves the task flow set automatically at predefined intervals. You can set the interval between 1 minute and 60 minutes. No: Does not save the task flow set automatically. You must save the modified task flow set regularly. Grid Specifies whether the system displays a grid in the call flow, flow, macro, or macro window. If the system displays the grid, you can only insert an element along the grid. You can use this option for a clear layout of the task flow or macro. Configuration control upon opening Colors Specifies whether the system checks the configuration of a task flow set automatically when the set is opened. Sets foreground and background colors for each element of the selection. The system provides a preview of how the element is displayed in the call flow or flow. You can add foreground and background colors to the following elements: Connector free Connector occupied Port assigned in another task flow Symbol Connection Connection highlighted CallFlow PBX colors Displays the configured PBXs with names and colors. Setting the options on page 25 If you use an element of a PBX in a task flow set, the system displays the element in the color configured for this PBX. For example, if you use a topic, the system displays the topic in the color configured for the PBX. You can change the color and name of the PBX in the Configuration module. February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 26

27 Task Flow Editor concepts Ports and connections The connections start at one port and end at another port. Port A port can be an input connector or an exit connector. All macros, sources, destinations, and connecting units have ports. The ports on the left of an element are the input connectors and the ports on the right are the exit connectors. The status of a port can be free, busy, or busy in another task flow, and the system uses colors to indicate the specific states. The ports are marked with numbers and each port can only accommodate one connection. When you assign a connection to a port, the system automatically creates a new port. Connections A connection is the link between an input connector and an exit connector. The input connector and exit connector are ports. The system uses a line to represent a connection graphically. You can only connect free ports. You cannot assign several connections to one port. You can add the corner points and the colors to connections to get a clear layout. Connecting elements on page 27 Highlighting connections on page 27 Deleting connections on page 28 Connecting elements About this task You can only connect the free ports. You cannot assign more than one connection to one port. 1. Click the exit connector of an element, and press the mouse. 2. Drag the connection to the input connector of another element. The system connects the two elements. Ports and connections on page 27 Highlighting connections 1. Right-click a port of the connection. The system displays a pop-up menu. 2. Select Highlight connection. The system changes the color of the connection. February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 27

28 Task Flow Editor Ports and connections on page 27 Deleting connections 1. Right-click a port of the connection. The system displays a pop-up menu. 2. Select Delete connection. The system deletes the connection. Ports and connections on page 27 Task flow script The Task Flow Editor module creates a task flow script from a task flow set. The VECTORS process can process only one task flow script. When you start a task flow set: Check the task flow set. Convert the task flow set into a task flow script. Store the task flow script in the database. Inform the VECTORS process. Get the VECTORS process working with the task flow script. A task flow set does not start if the test is unsuccessful. For example, If you use a topic that you previously deleted from the Configuration module, the task flow set displays an error message. Label You can label a call flow, an flow, a macro, or an macro with maximum 256 alphanumeric characters. You can change the size of the input field and create any number of labels. The icon for label is. February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 28

29 Task Flow Editor concepts Trace task You can use the Trace task element to get a task tag in the following format from the VECTORS process to TTrace with the category VEC_print: TaskTag name TaskTag value You can select a TaskTag and enter a comment with maximum 254 alphanumeric characters. The icon for Trace task is. Sources The sources that you use depend on whether you create a call flow or an flow. Sources for a call flow You can use the following sources in a call flow or a macro: Application-specific topic for telephone calls Application-specific topic for voice mails Sources for an flow You can use the following source in an flow or an macro: Application-specific topic for s. You must configure the source using the Configuration module to use a source in a call flow, an flow, a macro, or an macro. You can enter a comment for a source with maximum 254 alphanumeric characters. You can use a topic as a source. You must select a configured topic. A topic as source has one exit connector. Creating logics 1. Drag and drop the Logic element icon ( ) to a call flow set. The system displays the Logic dialog box. 2. In the Name field, type a name. 3. In the Condition field, define a condition. Note: You can define task tag operations for the exit connectors. 4. In the Comment field, type a comment. February 2016 Administering Avaya IP Office Contact Center Task Flow Editor 29