Wave IP. Wave Customer Reward Application. Quick Start

Transcription

1 Wave IP Wave Customer Reward Application 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. 12/11 Added step to ensure that any call whose account code is not found in the database will still be handled and not be dropped. 11/11 Initial Release

4

5 Contents 1 Contents About the Customer Reward application. See page 1. Installing the Customer Reward application. See page 2. Customizing the Customer Reward application. See page 5. Configuring the Contact Center queue to handle prioritized calls. See page 10. Displaying a call s reward tier in ViewPoint. See page 11. About the Customer Reward application The Customer Reward application prioritizes incoming calls based on the account s year-to-date amount spent. Prioritized calls can then be handled differently when they are transferred to a Contact Center queue calls with higher priority get a higher call score and advance to the head of the queue quicker than other calls. How the Customer Reward application works The Customer Reward application prompts the caller to enter an account code, then does a database lookup using a stored procedure that looks at the account's Year to Data field. Based on the results of the database lookup, the application assigns one of three customer reward tiers to the call. Silver = YTD spent is $0-$999. Gold = YTD spent is $1000-$4999. Platinum = YTD spent is $5000 or higher. Requirements The Customer Reward application is based on the Wave Call Classifier add-on, which allows you to create rules to identify callers and intelligently route calls. Creating Call Classifier rules is part of auto attendant configuration, and you can create as many rules as you want per auto attendant. For full details about how Call Classifier works, see Chapter 26 in the Wave Global Administrator Guide. The Wave Call Classifier add-on is included with Wave ISM. Once you purchase, enter, and activate a Call Classifier license (one per Wave Server), the Call Classifier functionality is enabled automatically.

6 Installing the Customer Reward application 2 Installing the Customer Reward application Installing the Customer Reward application consists of the following steps: Importing the Customer Reward database Importing the Customer Reward database table Importing the Customer Reward stored procedure Configuring the ODBC connection from the Wave Server to the Customer Reward database Importing the Customer Reward database 1. Using Notepad or another text editor, open the CustomerRewardDB file and copy the file contents. 2. Remote Desktop to the SQL Express server and open Microsoft SLQ Server Management Studio Express. 3. Select New Query. 4. Paste the copied file contents and press Execute. In the left pane of the Object Explorer window, you will see a database called CustomerReward:

7 Installing the Customer Reward application 3 Importing the Customer Reward database table 1. Using Notepad or another text editor, open the CustomerRewardTable file and copy the file contents. 2. Remote Desktop to the SQL Express server and open Microsoft SLQ Server Management Studio Express. 3. Select New Query. 4. Paste the copied file contents and press Execute. In the left pane of the Object Explorer window, you will see a database table called customers under the CustomerReward database: 5. Right-click on that table and select Open Table. You will see a table with the following columns. (This example contains sample data your table will not be populated yet.) You can now enter your own customer information in the table.

8 Installing the Customer Reward application 4 Importing the Customer Reward stored procedure 1. Using Notepad or another text editor, open the CustomerRewardSP file and copy the file contents. 2. Remote Desktop to the SQL Express server and open Microsoft SLQ Server Management Studio Express. 3. Select New Query. 4. Paste the copied file contents and press Execute. In the left pane of the Object Explorer window, you will see a stored procedure called CustomersByAccountId under the CustomerReward Database - Programmability section: Configuring the ODBC connection from the Wave Server to the Customer Reward database Configure the Customer Reward database as a system data source via the Windows ODBC Data Source Administrator. See your Windows documentation for more information.

9 Customizing the Customer Reward application 5 Customizing the Customer Reward application To customize the Credit Hold application for your own use, you add a Call Classifier rule to the auto attendant that takes calls, record a prompt that asks callers to enter their account code, checks the caller s YTD spent total, updates a custom data field with the caller s reward tier, attaches that field to the call, and transfers the call to the appropriate Contact Center queue. You then configure the queue to increase each call s score based on its reward tier. Calls with higher scores will receive priority handling in the queue. To configure the call rule 1. In the Auto Attendants view in the User/Group Management applet, create a new auto attendant or double-click an existing auto attendant. 2. Click the Advanced tab. In the Process the following rules on auto attendant entry section, click Add to create a new call rule. Prompting the user to enter an account code and saving the response 3. Select the Prompt caller for data entry checkbox, then click the button to open the Edit Rule Prompt dialog. 4. In the Gather information from caller section, use the audio controls to record the prompt that you want callers to hear, for example, Please enter your account number, followed by the pound sign. 5. Select Account code from the Store result in drop-down list.

10 Customizing the Customer Reward application 6 For more information: See Prompting the caller to enter an identifying number in Chapter 26 in the Wave Global Administrator Guide for more about how to use all of the fields in this dialog. 6. Click OK to save the new prompt. 7. Back in the Add Rule dialog, in the Match incoming call section, select Account code and Exists in this custom database query from the drop-down lists. Configuring the stored procedure to point to the database 8. Click the button to open the Edit Database Query dialog. 9. In the Database connection section, select the Customer Reward database from the System data source drop-down list. (This entry will match the name you created in the ODBC settings for the Customer Reward database.) Note: If the Customer Reward database is not located on the Wave Server you need to authenticate to the Server. To do so, in the Query text field enter: EXECUTE CC_INPUT '

11 Customizing the Customer Reward application In the No Result text button, enter a text message to return when the account code entered by the caller does not match any entry in the Customer Reward database, for example No match found. 11. Click Load Fields to execute the query and retrieve the names of all fields returned by the query. You will use these field names in a later step. 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 dialog. 12. Click OK to save the query and return to the Add Rule dialog.

12 Customizing the Customer Reward application 8 Selecting the call fields to display and use to route calls The database query returns one of the following numeric results in the LevelIndicator database field: 10 = YTD spent is $0-$ = YTD spent is $1000-$ = YTD spent is $5000 or higher. You must select the LevelIndicator field as described below and create a custom variable called LevelIndicator to store the results. The Customer Reward application can then prioritize calls, and you can display the call s reward tier in the ViewPoint Call Monitor. 13. In the If the call matches section, click Add. 14. In the Edit Change dialog, select Custom Data from the Change field drop-down list. 15. Click the button. 16. In the System Settings dialog / Custom Data tab, click Add. 17. In the Custom Data dialog, enter the following information: Note: The variable will be set to the Default value you specify for every call that enters the queue, if the call has not received a value elsewhere. 18. Click OK until you return to the Edit 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.

13 Customizing the Customer Reward application Click Change to query result and select LevelIndicator from the drop-down list. 20. Click OK. 21. Back in the Add Rule dialog, complete the call rule by selecting a Final action of Transfer to extension. Select the extension of the Contact Center queue that will handle the call, and then click OK. 22. Click OK to save the rule.

14 Configuring the Contact Center queue to handle prioritized calls 10 Redirecting calls whose account code is not found in the database 23. Click the Menu Choices tab in the Auto Attendant dialog and set the Nothing action to direct any call whose account code 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 auto attendant for any reason will still be handled and not be dropped. 24. Click OK to save all the changes to the auto attendant. Configuring the Contact Center queue to handle prioritized calls When several calls are waiting in a queue, the queue scores each call to determine the order in which they will be sent to agents. The call with the highest score is the next one sent when an agent becomes available. Calls with higher priority get a higher call score and advance to the head of the queue quicker than other calls. 1. In the Queues view in the User/Group Management applet, create a new Contact Center queue or double-click an existing queue. 2. On the Distribution \ Call Scoring tab, select the Certain calls have a higher priority than other calls checkbox. 3. Select LevelIndicator from the Priority is stored in custom variable drop-down list.

15 Displaying a call s reward tier in ViewPoint Enter the value to add to the call s score for each unit of the variable s value. This value is known as the priority multiple this number is multiplied by the value of a call s priority variable to determine by how much the call s score is increased. The higher the priority multiple, the greater the effect of a high priority number. For example, if the priority multiple is 12, each unit of priority is worth 12 seconds, so a call with priority 10 (Silver) is equal to 2 minutes of wait time, and a call with priority 100 (Platinum) is worth 20 minutes of wait time. The priority 100 call will move ahead of calls that have waited less than 20 minutes for an agent. For more information: For a complete discussion of how to use call scoring, see Defining how calls are scored in Chapter 2 in the Wave Contact Center Administrator Guide. Displaying a call s reward tier in ViewPoint To display the custom variable in the ViewPoint Call Monitor, while in the Call Monitor choose View > Current View > Show Columns, and then select LevelIndicator.

16