Wave IP. Wave Call Classifier Assistant. Marketing Campaign Companion. Quick Start

Transcription

1 Wave IP Wave Call Classifier Assistant Marketing Campaign Companion Quick Start

2 2011 by Vertical Communications, Inc. All rights reserved. Vertical Communications and the Vertical Communications logo and combinations thereof and Applications Inside, Vertical ViewPoint, Wave Contact Center, Wave Global Administrator, Wave IP 2500, and Wave IP 500 are trademarks and Comdial, TeleVantage, and Vodavi are registered trademarks of Vertical Communications, Inc. All other product names are used for identification only and are the property of their respective holders. LIMIT OF LIABILITY/DISCLAIMER OF WARRANTY Vertical Communications, Inc. makes no representation or warranties with respect to the accuracy or completeness of the content of this publication and specifically disclaims any implied warranty of merchantability or fitness for any particular purpose, and shall not be liable for any loss of profit or any other commercial damage, including but not limited to, special, incidental, or consequential. COPYRIGHT STATEMENT This publication contains proprietary and confidential information of Vertical Communications, Inc. The contents of this document may not be disclosed, copied or translated by third parties, in any form, or by any means known, or not now known or conceived, without prior explicit written permission from Vertical Communications, Inc. Vertical Communications, Inc. reserves the right to revise this publication and to make changes in content without notice.

3 Revision History Release Date Documentation Changes Page No. 11/11 Initial Release ---

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5 Contents 1 Contents About the Marketing Campaign Companion App. See page 1. Setting up DID routing. See page 3. Creating and configuring a Call Classifier rule. See page 4. Testing the Marketing Campaign Companion App. See page 9. Displaying Marketing Campaign Companion App call fields in ViewPoint. See page 10. About the Marketing Campaign Companion App The Marketing Campaign Companion App identifies calls by DID number so that you can mark the calls as part of a specific marketing campaign and then report on the results. The Marketing Campaign Companion App is a Call Classifier Assistant (CCA) application. CCA is an end-user console for running specific Wave business applications known as CCA Apps. There are a variety of CCA Apps that support different business applications you choose one or more that are appropriate for your business needs. This Quick Start focuses on the Marketing Campaign Companion App. How the Marketing Campaign Companion App works with the CCA Database You add information to the CCA Database about each marketing campaign, including the DID number used for calls for the campaign, destination where campaign calls will be routed, and optionally the campaign s script. When an incoming call reaches the auto attendant that handles marketing campaigns, the Marketing Campaign Companion queries the CCA Database based on the DID number of the call. If there is a match, the Marketing Campaign Companion App uses the information returned by the database query to populate a Wave call field and a custom data variable and then attaches those fields to the campaign call so that they appear in ViewPoint as well as in the Marketing Campaign Companion App itself. One required step when setting up the Marketing Campaign Companion App is to map required and optional database fields to that Wave call field and custom data variable.

6 About the Marketing Campaign Companion App 2 The following table identifies each CCA Database field returned by the query and how each field is then used with the Marketing Campaign Companion App. CCA Database field name is used to set the value of this Wave call field or custom data variable: and appears in the Marketing Campaign Companion App as this field: Description Custom Data 1 Campaign Campaign Name Name of the Campaign that identifies campaign calls in reports. DID DID DID Assigned Incoming DID number that identifies this particular campaign. Destination Number Destination Ext: The extension a particular DID should be routed to after being marked as part of a specific campaign. Notes Call Notes Campaign Script (optional) Optional text that will appear in the Call Notes associated with each campaign call. Custom data variable names in the table above are only examples you can use any name when you create the variable. Getting started Important: Before you begin you must first install and configure Call Classifier Assistant database on your Wave Server. For details, see the Wave Call Classifier Assistant Server Installation Guide. To get the Marketing Campaign Companion App up and running, do the following: 1. Set up DID routing. 2. Create and configure a Call Classifier rule. 3. Install and test the Marketing Campaign Companion App on a client workstation. 4. Display Marketing Campaign Companion App call fields in ViewPoint.

7 Setting up DID routing 3 Setting up DID routing 1. In the Auto Attendants view in User/Group Management, create a new auto attendant or double-click an existing auto attendant. The name and extension that you choose for this auto attendant are not important, but it must, of course, have a unique extension that conforms to your Wave dial plan. 2. Open the inbound routing table for the trunks that the DID numbers are on. (If you are using SIP trunks this is the inbound routing table on the Signaling Control Point (SCP) for your SIP trunk provider.) To open the inbound routing table, do one of the following in the Global Administrator Management Console: Click the Trunk Groups icon, located in the Trunk Administration section. On the In tab, click Edit Inbound Routing Table. Click the IP Telephony icon, located in the PBX Administration section. Select the Call Routing folder, and then click Edit Inbound Routing Table. 3. Click Add to create a route step rule in the inbound routing table that routes the marketing DID numbers to the auto attendant that you created in step 1. Important: Only calls to the DIDs that you specify here can be recognized and processed as marketing campaign calls. There are a few ways that you can create this route step rule: Create a default rule as the last rule at the bottom of the inbound routing table that points to that auto attendant. This rule will route all DID calls that don t match any other rule in the table to the destination that you specify in the following example, the auto attendant with extension 561:

8 Creating and configuring a Call Classifier rule 4 Create a specific destination rule that routes the Marketing DID calls. In the following example, calls in the DID range 1100 to 1199 go the auto attendant with extension 561: For more information: See Configuring inbound routing tables in Chapter 8 in the Wave Global Administrator Guide for complete details on how to create a route step rule. 4. Save the new rule and exit. Creating and configuring a Call Classifier rule To create and configure the call rule for the Marketing Campaign Companion App, do the following: 1. Create the rule. 2. Configure the database query. 3. Specify which call fields to display and use to route calls. 4. Redirect non-campaign calls. Creating the rule 1. Edit the auto attendant and click the Advanced tab. In the Process the following rules on auto attendant entry section, click Add to create a new call rule. If the Add button is disabled, make sure that a valid Call Classifier license has been installed on the Wave Server.

9 Creating and configuring a Call Classifier rule 5 2. In the Match incoming call section, select DID and Exists in this custom database query from the drop-down lists. Pointing to the CCA Database 3. Click the button to open the Edit Database Query dialog. 4. In the Database connection section, select CCA DB from the System data source drop-down list. 5. In the Query text field, enter the following SQL string: SELECT * FROM CCAdata WHERE Application='Campaign' AND DID=' CC_INPUT ' 6. In the No Result text button, enter any text string, for example None.

10 Creating and configuring a Call Classifier rule 6 7. Click Load Fields to execute the query, verify that you can connect successfully to the CCA Database, and retrieve the names of all fields returned by the query. You will use these field names in a later step. Important: If you are not successful, verify that you have performed all of the steps described in the Wave Call Classifier Assistant Server Installation Guide. For more information: See Defining and testing the database query in Chapter 26 in the Wave Global Administrator Guide for more about how to use all of the fields in the Edit Database Query dialog. 8. Click OK to save the query and return to the Add Rule dialog. Specifying which call fields to display and use to route calls You change the contents one Wave call field and one new custom data variable by mapping them to fields returned from the CCA Database. Map the database field CustomData2 to a new custom data variable called Campaign. This variable contains the name of the campaign that the call is part of. Map the database field Notes to the Wave call field Call notes. This replaces any existing notes associated with the call with campaign-specific notes from the CCA Database.

11 Creating and configuring a Call Classifier rule 7 9. In the Add Rule dialog, click Add in the If the call matches section. 10. In the Add Change dialog, select Custom Data from the Change field drop-down list. 11. Click the button. 12. In the System Settings dialog / Custom Data tab, click Add. 13. In the Custom Data dialog, enter a Name (for example Campaign ) and optionally a Description for the new custom variable. Select String from the Data type drop-down list. 14. Click OK until you return to the Add Change dialog. For more information: See Managing custom data variables in Chapter 2 in the Wave Contact Center Administrator Guide for more about creating and using custom variables. 15. Click Change to query result and select Campaign from the drop-down list. 16. Click OK.

12 Creating and configuring a Call Classifier rule Optionally, you can also add Campaign Notes from the CCA Database to each campaign call. To do so, repeat steps 15-16, using the following values in the Add Change dialog: 18. Back in the Add Rule dialog, complete the call rule by selecting a Final action of Transfer to extension (from query), and then select Destination from the Extension drop-down list. Destination is returned from the CCA Database, and contains the extension a call should be routed to after being marked as a campaign call. 19. Click OK to save the rule.

13 Testing the Marketing Campaign Companion App 9 Redirecting non-campaign calls 20. Click the Menu Choices tab in the Auto Attendant dialog and set the Nothing action to direct any call whose DID does not match any entry in the database to another destination, for example your main auto attendant or company operator. This ensures that calls that may be mis-routed to the Marketing Campaign auto attendant for any reason will still be handled. 21. Click OK to save all the changes to the auto attendant. Testing the Marketing Campaign Companion App 1. Install the Marketing Campaign Companion App on a client PC. For details, see the Wave Call Classifier Assistant Client Installation Guide. Important: The Wave Call Classifier Assistant Client Installation Guide also describes how to point your client PC to the correct Wave Server, set up your own campaigns, review existing campaigns, and report on campaign results. 2. Start the Marketing Campaign Companion App by clicking the CCA icon on your desktop.

14 Displaying Marketing Campaign Companion App call fields in ViewPoint Click Update Server on the navigation bar at the right of the CCA window. Enter the IP address of the Wave Server and then click Update Wave. 4. Click Campaign List on the navigation pane and enter some test DID numbers according to the instructions built into the application. 5. Place a call using one of the test DID numbers and verify that the call is routed correctly. Also, click Campaign Results on the navigation bar to verify that the call is logged correctly as a Marketing campaign call. Displaying Marketing Campaign Companion App call fields in ViewPoint To display the Campaign custom data variable in the ViewPoint Call Monitor, while in the Call Monitor choose View > Current View > Show Columns, and then select Campaign. Optionally, if you added campaign call notes to each call, choose View > Current View > Show Columns, and then select Call notes.