Migrating Call Intelligence Settings for New CTC Clients

Transcription

1 Information Bulletin CDK Global, LLC Hassell Road Hoffman Estates, IL Migrating Call Intelligence Settings for New CTC Clients Converting to a New Phone System... 2 Overview of Important Pre/Post Cutover Steps... 2 Important Notes... 2 High Level Action Steps... 2 How to Save Copies of Current Setups... 3 Reports... 3 Notifications... 4 Group Configurations... 4 Department Aliases... 5 Ad Campaigns... 6 Cisco Phone Systems... 6 Call Source: BroadWorks Phone Systems... 7 Redoing your Setups in Call Intelligence... 9 Resetting Your Reports... 9 Scheduling Reports for Report Templates... 9 Resetting Your Notifications Setting up your notifications Resetting Your Group Configurations Resetting Your Department Aliases Resetting Your Ad Campaigns The CDK logo is a registered trademark of CDK Global, LLC. b27306 October 2014 CDK Global, LLC. Printed in U.S.A. 1 of 15 October 2014 FINAL

2 Converting to a New Phone System Purchasing a new phone system requires you to recreate previously customized Call Intelligence setups (such as in reports and notifications, ad campaigns, groups and department aliases). If you wish to maintain a similar setup, it is necessary that you view and save copies of your current settings before the transition to the new phone system. These copies will be useful when recreating your settings. Overview of Important Pre/Post Cutover Steps This bulletin will provide instruction on how to capture your current setups and provides detailed steps for setting everything up again after switching to a new phone system. Section One, How to Save Copies of Current Setups provides instruction on how to view copies of your important current settings and save them. Section Two, Redoing your Setups in Call Intelligence is instruction on how to recreate all your setups after the cutover and User ID configuration. Note For video instruction on saving copies of your current setups, please refer to the Videos section for Call Intelligence at help.mynetworkphone.com. Important Notes If you are converting from an onsite CISCO phone system to CDK Telephony in the Cloud (CTC), once the conversion to the new phone system is complete, you will no longer have access to your historical data. If you have our current onsite call recording solution, then you will be able to access your recordings for 90 days following the conversion. Your CDK installer will give you a login to access these. If you are converting from a BroadWorks Phone System to CTC, once the conversion to the new phone system is complete, you will no longer have access to your recordings or historical data. In addition, on your CTC Call Intelligence instance, unless custom groups are setup you will see one group of CUCM instead of your store names. High Level Action Steps 1. Prior to cutover: Run all the reports you normally use and save a copy of the data you wish to see leading up to the cutover. This is very important, as your new system will only show data from the time of installation going forward. 2. Prior to cutover: Pull and save screen captures of your current setup configurations for the following items: Reports, notifications, group settings, department aliases and ad campaigns. 3. Post cutover: Rebuild your setups for the same items above after you receive notification your Call Intelligence User ID has been setup. 2 of 15 October 2014 CDK Global, LLC. b27306

3 How to Save Copies of Current Setups Reports To save your Report setups, the following steps are recommended: 1. From the Call Intelligence home page, Individual users will navigate to My Reports where saved report templates are stored. Note Administrators may go to Settings from the Call Intelligence home page and click on Saved Report Templates. 2. Check to see if reports are scheduled by clicking the calendar icon. The Scheduled Report will display. 3. Note the selected template names, the recipients and the schedule. Note Templates save the framework of the report, not the actual data within the report. 4. You may take a screen capture using whatever tool is available or click Print Screen to capture the name, type, target name, threshold, and other parameters that were set. Another option is to export the report to a pdf or an Excel spreadsheet from the Options toolbar at the top of the report. The exported copy will contain the filter details. 5. Select and view a report. 6. Click the next to Show Filter Details. The Show Filter Details changes to Hide Filter Details and displays the filter options selected. b27306 October 2014 CDK Global, LLC. 3 of 15

4 Notifications To save your Notification setups, the following steps are recommended: 1. Navigate to Settings, and then click Notification Configuration. 2. You may take a screen capture using whatever tool is available or click Print Screen to capture the name, type, target name, threshold, and other parameters that were set. Group Configurations To save your Group Configuration setups, the following steps are recommended: Note This setting requires administrative privileges. 1. From the Call Intelligence home page, navigate to Settings and then click Group Configuration. 2. Expand each group by clicking the plus sign. This will display the departments which are a part of each group. 4 of 15 October 2014 CDK Global, LLC. b27306

5 3. You may take a screen capture using whatever tool is available or click Print Screen to capture the name, type and department. Department Aliases 1. From the Call Intelligence home page navigate to Settings and click Department Aliases. 2. You may take a screen capture using whatever tool is available or click Print Screen to capture the alternate names. Note If the Alias field is blank, this means that nothing was set up. If you are not using aliases then there is no need to redo this on your new system unless you want to. b27306 October 2014 CDK Global, LLC. 5 of 15

6 Ad Campaigns Note When meeting with the onsite phone engineer before the phone transition, alert the engineer that you use Ad Campaigns. Cisco Phone Systems 1. On your Call Intelligence home page, navigate to Settings and click Ad Campaigns Configuration. 2. You may take a screen capture using whatever tool is available or click Print Screen to capture the advertising source, status, start and end dates, date to stop referral message, cost and other parameters. 6 of 15 October 2014 CDK Global, LLC. b27306

7 Call Source: BroadWorks Phone Systems Note This setting requires administrative privileges. 1. From your Call Intelligence home page, click Reports and then click Ad Campaigns. You will be directed to the Call Source Administration page. 2. On the left hand menu under Account, click Manage Account List. 3. Find and select your desired account and at the bottom of the account list and click Go to Provisioning. 4. The Manage Customer List will display. Select your customer account and at the bottom of the screen click Manage Campaign List. b27306 October 2014 CDK Global, LLC. 7 of 15

8 The Manage Campaign List will display. 5. Capture your existing Campaigns using whatever tool is available or click Print Screen to capture the parameters that were set. 8 of 15 October 2014 CDK Global, LLC. b27306

9 Redoing your Setups in Call Intelligence After the transition to your new system, your contact at the dealership will be notified during the day of the cutover once the User IDs are moved to the newly configured Call Intelligence instance. You may redo your Call Intelligence setups using the screen captures or other saved copies of your prior setups for reference. The following steps will instruct you in recreating your setups. Note If a 3 rd party pulls your call data, the password they use will change. The new password will be included in the list of User IDs that the Project Manager will provide to the dealership contact. You will need to give the new password to your 3 rd party. Note For video instruction on redoing your setups, please refer to the Videos section for Call Intelligence at help.mynetworkphone.com. Resetting Your Reports Scheduling Reports for Report Templates To schedule reports using your saved report template: 1. From the main menu, click Reports. A list of your options for creating report templates displays. 2. Click the report you wish to create a template for. A Filter Options box displays. 3. Using your saved report setups, re-renter the necessary information in the Call Filter Options box. Reenter the information on the Date/Time tab, the Call Details tab and the Phone Users tab. Click Ok. b27306 October 2014 CDK Global, LLC. 9 of 15

10 4. Once the report is created, click the Schedule button at the top of the header for the saved report template that you want to on a regular basis. Or you may just click Template if the report is not scheduled but you wish to save it as a template. 5. The Schedule Report window displays. 6. Schedule the report as follows: a. Type one or more addresses (separated by commas) in the Recipients field. b. Click to select how often you want to send the (Daily, Weekly, or Monthly) from the Frequency dropdown list. Note Daily s are sent at 11 p.m., weekly s are sent on Sunday at 9 p.m., and monthly s are sent on the last day of the month at 7 p.m. c. Click OK to save the report template and recurring schedule. 10 of 15 October 2014 CDK Global, LLC. b27306

11 Resetting Your Notifications In Call Intelligence you can setup and maintain notifications for departments you have permissions to access. Setting up your notifications To create a new notification: 1. From the main menu, roll your mouse over Settings, and then click Notification Configuration. A list of existing notifications display. 2. Click Create New. A Notification Properties window displays. 3. Set up the notification criteria as follows: a. Click to select Enabled to enable the notification. 4. Fill in the required fields using the screen capture of your previously existing Notifications setups. 5. Click OK. b27306 October 2014 CDK Global, LLC. 11 of 15

12 Resetting Your Group Configurations If you are converting from a BroadWorks Phone System to CTC, you are used to seeing your store name. If there are multiple stores, it is recommended to setup groups under Call Intelligence Settings. The department names may appear differently after the transition. Note Your Administrator will need to re-establish your permissions for Group Configurations after the new phone system is installed. Note This setting requires administrative privileges to setup. 1. From the Call Intelligence home page, navigate to Settings and then click Group Configuration. 2. On the Group Configuration page, click Create New. 3. The Group Properties box will display. 4. By the Name field, type in your desired name and by the Member Type field, select Departments from the drop down list. 5. Using the screen capture of your previously existing Group Properties, in the Name field re-enter the designated name for your group. 6. Under Member Type, select Departments from the drop down list and check the boxes for the departments you wish to include in your group. 7. Click OK. 12 of 15 October 2014 CDK Global, LLC. b27306

13 Resetting Your Department Aliases Note When resetting your Department Aliases using your previously captured setup, make sure you highlight the Department name in the grid. The Add/Change Alias and Remove Alias buttons become active. 1. Click Add/Change Alias. The Department Alias Properties box will display. 2. Enter the Alias name and click OK. b27306 October 2014 CDK Global, LLC. 13 of 15

14 Resetting Your Ad Campaigns Note Please be aware that previous Ad Campaign setups captured in BroadWorks Call Source will have the necessary information, but the setup screens in Call Intelligence will be different. Your phone engineer will need to setup the routing on your Call Manger, and give you the number to enter in these setups. Note This setting requires administrative privileges. 1. On your Call Intelligence home page, navigate to Settings and click Ad Campaigns Configuration. 2. The Ad Campaign table header will display. Using your previously captured setup, Click Create New to reset your Ad Campaigns. 14 of 15 October 2014 CDK Global, LLC. b27306

15 3. The Ad Campaign Properties box will display. Enter the data in the required fields from your previously captured setups. 4. Fill in the open fields as follows: Name: Monthly Cost: Start Date: End Date: Ad Phone Number: Lead Mgmt: (Select the drop down box and choose your option.) Note If you want all calls from the ad to be auto created as leads in your CRM system, choose CRM and enter an that accepts ADF formatted s. Lead 5. When the fields are filled in, click OK to complete the setup. b27306 October 2014 CDK Global, LLC. 15 of 15