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1 1.0 Administrator Panel END USER DOCUMENTATION This document supports the version of each product listed and supports all subsequent versions until the document is replaced by a new edition. To check for the most recent version of this document, visit info@foniva.com

2 Property and Copyright Information Copyright 2008, 2009, 2010, 2011, 2012, 2013, 2014 Foniva. All rights reserved. This product and all related documentations are protected by international copyright and intellectual property laws. Notice To find the most up-to-date document, please visit Foniva support web site at: If you have any comment about this documentation, send your feedback at: Foniva 3767 Thimens Boul. #202 Montreal (Quebec), Canada, H4R 1W4 T. +1 (514) F. +1 (514) CONTACT CENTER SOFTWARE 2

3 Table of Contents Table of Contents... 3 Tables List... 5 Figures List... 5 About This Document... 6 Revision History... 6 Conventions Used in This Book Introduction Access requirements Accessing the Admin Panel Resources management Tenants Agents Management Groups Skills Inbound DID numbers Queues Agent Target strategies Agent Select Criteria Filter expression (call based) Users management Profile management PBX Storage servers Log databases Campaigns Call flow Save the updates Apply changes Inbound General settings Schedule CONTACT CENTER SOFTWARE 3

4 3.2.3 Recording policy Outbound campaigns General settings Dialing mode Broadcast Predictive Progressive Preview Calling lists Schedule AMD Post-dial rules Recording Policy Real-time statistics Agent Stats Inbound Stats Campaign Stats Queue Stats CONTACT CENTER SOFTWARE 4

5 Tables List Table 1: Tenants properties Table 2: Agents properties Table 3: Agents groups properties Table 4: Agents skills properties Table 5: Inbound DID properties Figures List Figure 1: Admin Panel Login screen... 8 Figure 2: Tenants list screen... 9 Figure 3: Agents list screen Figure 4: Agent groups list screen Figure 5: Agents skills list screen Figure 6: Inbound DID Numbers list screen Figure 7 : Queues list Figure 8 : Users list Figure 9: PBX List Figure 10: Storage Servers list Figure 11: Log databases list Figure 12: Call flow list Figure 13: Inbound list Figure 14: Inbound schedule Figure 15: Inbound recording policy Figure 16: Outbound schedule Figure 17: Outbound answering machine detection Figure 18: Outbound recording policy CONTACT CENTER SOFTWARE 5

6 About This Document This Foniva Administrator Panel s Guide, describes the system administration aspects of The Foniva Contact Center Software platform. It is intended for people in charge on managing the different aspects of the contact center. This includes (but not limited to) contact center managers, supervisors, call flow designers, statistic viewers and quality control agents. This manual does not show how to install, update, maintain or backup Foniva platform; that is described in the Installation and Get Started document. Revision History Revised by: RG Revised by: KG Revised by: RG Revised by: RG Revised by: RG Conventions Used in This Book The following typographical conventions are used in this document: Italic Indicates new terms, URLs, addresses, filenames, file extensions, pathnames, directories. [ Keywords and other stuff ] Indicates optional keywords and arguments. { choice-1 choice-2 } Signifies either choice-1 or choice-2. This icon signifies a tip, suggestion, or general note. This icon indicates a warning or caution. This icon indicates an example or a specific case. This icon indicates that the current field is required. This icon indicates that the current field is dynamic and can contain call variables that will be replaced in runtime. CONTACT CENTER SOFTWARE 6

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8 1. Introduction Foniva Contact Center Software is a full featured, full customizable platform that delivers contact center management features. The platform is a set of software communicating and working together to provide unique functionalities. One of the main modules of this platform is the Administrator Panel usually called the Admin Panel. The Admin Panel is a web based graphical system designed to provide centralized access to every single module and feature of the contact center platform. From resources or campaigns management to historical reports, the Panel can be used by multiple managers with different privileges and roles. 1.1 Access requirements To access the Foniva Admin Panel web interface, you must have the administrator IP address and a compatible web browser. Access to the application must be through HTTP. The Admin Panel requires an XSLT-enabled browser with support for Javascript 1.3 or the equivalent and Adobe Flash Player 8 or later. The following browsers are supported: Microsoft Internet Explorer 6.0 or later Mozilla Firefox 3.5.x, or later Google Chrome 12.0 or later Before running the application, you must enable the following browser settings and plugins: Cookies Javascript Adobe Flash If you see a notice that your browser does not have a specific functionality, be sure that your browser settings meet the preceding requirements. 1.2 Accessing the Admin Panel Figure 1: Admin Panel Login screen To log in into Admin Panel: - Launch your web browser - Enter the URL of your Admin Panel or server name>/ - Type your username and password - If you are connecting to a virtual tenant, toggle the Options Panel. Enter your tenant name. - Click open session. To log out from the Admin Panel, click on the Logout link on the right corner of every page in your panel session. CONTACT CENTER SOFTWARE 8

9 If you are not able to access the Admin Panel because of a forget password, click Forget your username and password? and reset your credentials. The default credentials of the super-administrator are: Username: admin Password: admin It is strongly recommended to change them after the first login. 2. Resources management In Foniva Contact Center Software, a resource is a human, material or immaterial element that is used in the goal to deliver a service. A resource may depend on one another or be linked. Note that any creation, destruction of a resource or changes to its properties are automatically taken into account and are reflected instantly on the overall behavior of the platform. 2.1 Tenants Conceptually, a tenant represents another entity or company that temporarily rents and uses the platform hardware and resources to deliver its own independent services. The tenant can then be seen as another virtual call center that can create and manage its own resources and view its own statistics. - To view the list of available tenants, go on Resources > Tenants page from top menu. - To create a new tenant, click on the Add new tenant button. - To edit a tenant, click on its name or from the actions list. - To delete a tenant, click on the Delete button from the actions list. Figure 2: Tenants list screen Tenants properties Name Tenant Full Name Description The tenant name contains the short name that uniquely identifies the tenant. The tenant name will be used by different modules connecting to the platform to specify that they belong to that tenant. Note: The tenant name can contain alphanumeric characters only. E.g.: virtualcallcenter02 The tenant full name is the public tenant name presented in the manager and reports. E.g.: My Second Virtual Contact Center A full description of the tenant CONTACT CENTER SOFTWARE 9

10 Active Specify if the tenant is active or not. Note: Disable a tenant has the same effect on all resources that depend on it. Table 1: Tenants properties The default tenant name is default. The default tenant cannot be deleted. Only its name can be changed. If a tenant is deleted, all related resources will be deleted as well. It is strongly recommanded to disable an active tenant instead of destroying it. You can then keep all its data and resources for later use. 2.2 Agents Management In a typical contact center environment, Agents will be the main human resources. Each customer representative has an Agent Panel to take incoming and outbound calls while filling the screen pop or the CRM. - To view the list of available agents, go to Resources > Agents page from top menu. - To create a new agent, click on the Add agent button. - To edit an existing agent, click on its ID from the list. - To delete the agent, click on the Delete button. CONTACT CENTER SOFTWARE 10

11 Figure 3: Agents list screen Agents properties Tenant First name Last name Active Login properties Group Username Password Phone settings Active Auto ready at login? The tenant the current agent belongs to. Agent s first name Agent s last name Agent s . The address allows the agent to retrieve its login and password. Specify if the agent is active of not. When inactive, the agent cannot connect to the platform. The group the agent belongs to. Agent s username Note: The agent s username must be alphanumeric. Agent s password If set to yes, special phone settings become active and properties defined in this section are used. Set this feature to yes if you want the agent to go into READY mode as soon as he logs in. CONTACT CENTER SOFTWARE 11

12 Auto ready after call? Can browse? Set this feature to yes if you want the agent to go into READY mode as soon as he completes the previous call. Set this feature to yes to allow the agent to browse on other website or access other web resources other than those received through a queue screen pop. Table 2: Agents properties The Auto ready after call feature in the Agent s configuration overrides the Max. Wrapup time in the Queue configuration. Agents with Auto ready after call set to yes will have 0 second wrapup time regardless the Max. Wrapup time in the Queue. If the agent s phone settings are active and the agent belongs to a group, they override the group phone settings (for group settings, see the section below) Groups In a contact center, agents with the same properties or working on same projects or campaigns can be grouped together. Agent Groups are mainly used in queues to quickly define which agents are eligible to answer specific type of calls and for reporting purposes. - To view the list of available groups, go to Resources > Agent groups page from top menu. - To create a new group, click on the Add agent group button. - To edit an existing agent group, click on its name from the list. - To delete the agent group, click on the Delete button. Figure 4: Agent groups list screen CONTACT CENTER SOFTWARE 12

13 Agent Groups properties Tenant The tenant the current agent group belongs to. Name Phone settings Active Auto ready at login? Auto ready after call? Can browse? Agent group name If set to yes, special phone settings become active and properties defined in this section are used. Set this feature to yes if you want all agents in the group to go into READY mode as soon as they log in. Set this feature to yes if you want all agents in the group to go into READY mode as soon as they complete the previous call. Set this feature to yes to allow all agents in the group to browse on other website or access other web resources other than those received through a queue screen pop. Table 3: Agents groups properties Historical reports related to a specific group provide information about events or calls that occurred when the agent was in that group. If a group assigned to some agents is deleted, new calls going into a queue that target that specific group will not reach those agents Skills An agent s skill is a measure of his expertise, specialization and wages. - To view the list of available skills, go to Resources > Others > Agent skills page from top menu. - To create a new skill, click on the Add skill button. - To edit an existing skill, click on its name from the list. - To delete the skill, click on the Delete button. CONTACT CENTER SOFTWARE 13

14 Figure 5: Agents skills list screen Agent Skills properties Tenant Name The tenant the current agent skill belongs to. Agent group name Table 4: Agents skills properties Foniva Contact Center platform supports a maximum of 256 skills. If a skill assigned to some agents is deleted, new calls going into a queue that target that specific skill will not reach those agents. 2.3 Inbound DID numbers Inbound DID numbers are the phone numbers customers can call to reach one of the contact center services. - To view the list of available inbound numbers, go to Resources > DID numbers page from top menu. - To create a new number, click on the Add new number button. - To edit an existing number, click on its name from the list. - To delete the number, click on the Delete button. CONTACT CENTER SOFTWARE 14

15 Figure 6: Inbound DID Numbers list screen Inbound DID properties Tenant The tenant the current inbound number belongs to. Phone number Match caller id Description The inbound phone number Caller id number to restrict this inbound number to. Inbound number description. Table 5: Inbound DID properties If the Match caller id field is not empty, only customers calling from that specific number can reach the service. You can specify multiple inbound numbers with the same phone number and separate matching caller ids. 2.4 Queues In the telephony industry, Queues are used to line up the calling customer s requests until free resources like agents become available. Customer s calls are no longer lost and they wait in line until they can be assisted. - To view the list of available queues, go to Resources > Queues page from top menu. - To create a new queue, click on the Add queue button. - To edit an existing queue, click on its name from the list. - To delete the queue, click on the Delete button. CONTACT CENTER SOFTWARE 15

16 Figure 7 : Queues list Queues properties Tenant Name Strategy Service level Ring timeout Total wait time Priority Max. wrap-up time Max. waiting people Enter if empty Screen pop URL The tenant the current queue belongs to. The queue name The strategy used to select the agent when more than one is ready to take the call. Seconds setting for service level (calls answered within service level time frame). Maximum ring time while trying to reach an agent. Maximum seconds the caller will be waiting for an agent to become available. The level of priority of the customer s call. The time the agent will take to complete the processing of the call like fill the customer record. The maximum number of people the queue can contain. To determine, in the case of no eligible agent connected, if a call will be admitted in the queue or not. If yes, that call will be on hold. The URL address of a page containing the information the agent will need during a call from the queue. DTMF to leave Agent Select Criteria When a customer is on hold, the system will give him the possibility to leave the queue by dialing a set of keys. The criteria on which will be based the selection of the agent. For the selected criteria (on the left), choose one or more corresponding data. CONTACT CENTER SOFTWARE 16

17 Filter Expression (call based) If two different calls have the same priority, the call first in the Queue has the priority. After the max. wrapup time set in the system, if the agent does not click on ready, he will automatically be set as this, if the function Auto ready after call is active. If the maximum waiting people is reached, the extra person will not be admitted in the queue. A message can then be displayed to ask the customer to call back later. For the agent select criteria while choosing advanced setting, an expression needs to be created (in the section select expression ) to target the criteria on which will be based the agent selection. Audios Music on hold Agent announcement Announcement frequency Periodic announcement frequency The audio file of the music displayed while on hold. What the agent hears in his headset, announcing an entering call. A message displayed to the customer on hold, indicating either the position in the queue or the hold time. The number of seconds after which the periodic announcement will be displayed again. Random periodic announcement? Announce position in Queue? Announce hold time? Announce position limit Sound : you are next Sound : there are Sound : calls waiting To precise if the periodic announcement will be displayed randomly or not. To precise if the position of the customer call will be displayed or not. Selecting limit will display what is registered in the tab Announce position limit. By selecting more the customer will be notified his position in the queue is more than the limit number. To precise if the hold time will be announced to the customer or not, and how often. A number defining the higher customer call position in the queue. you are next audio file. there are audio file. calls waiting audio file. CONTACT CENTER SOFTWARE 17

18 Sound : hold time Sound : minutes Sound : seconds Sound : thank you Report hold time Periodic announcement hold time audio file. minutes audio file. seconds audio file. thank you audio file. To precise if the hold time should be streamed to the waiting caller. The audio file playing the announcement the customer will hear while on hold. The Agent announcement can be a beep sound mainly if the auto answer mode is active. If the agent is working on more than one campaign then the Agent announcement can be the name of the campaign the call is related to. Recording policy Record? Name format If recording already exists Define if the call will be recorded and if it is on demand or not. Precise the name and format of the recorded file. If a recorded file already exists and has the same name as the new one, the file will be either overwritten, or added in the same file at the following of the first one, or a new file will be created Agent Target strategies Agent Select Criteria Filter expression (call based) CONTACT CENTER SOFTWARE 18

19 2.5 Users management In contact center environment there is one or more managers in charge of all agents. This section is dedicated to the manager identification. - To view the list of available managers, go to Resources > Others > Users page from top menu. - To create a new manager, click on the Add user button. - To edit an existing manager, click on its ID from the list. - To delete the manager, click on the Delete button. Figure 8 : Users list Users management properties Super tenant? To determine if the manager can see all the existing tenants or not. Tenant First name Last name Profile Username Password Retype password Select the tenant the manager belongs to. Enter the manager s first name. Enter the manager s last name. Enter the manager s address. Select what is the user designation. Enter the username of the manager. Define a password which will be used to log on the software. Re-enter the password created to confirm. CONTACT CENTER SOFTWARE 19

20 2.6 Profile management This section is dedicated to the creation of managers profiles. - To view the list of available managers profiles, go to Resources > Others > Users > Profiles page from top menu. - To create a new profile, click on the Add profile button. - To edit an existing profile, click on the profile name from the list. - To delete profile, click on the Delete button. All Supervisors and Administrators profiles can be edited but not deleted. Profile management properties Tenant Select the tenant in which the profile is created. Name Define a profile name. Resources privileges Tenants Agents Agents groups Agents skills DID Log databases PBX Queues Storage servers Precise if the manager can display, create, update or delete the available tenants. Precise if the manager is authorized to create an Agent, update, delete or display his identification information. Define if the manager can create an Agent group, update, delete or display its records. Notify if the manager can create Agent skills, display, update or delete them. Precise if the manager can create a DID number, update, display or delete it. Precise if the manager can create log databases, update, delete or display them. Precise if the manager can create PBX, update, delete or display it. Define if the manager can create a Queue, update, delete or display it. Precise if the manager can create Storage servers, update, display or CONTACT CENTER SOFTWARE 20

21 delete them. Users User profiles Campaigns privileges Inbounds Outbounds Call flows Reports & QA privileges Reports Livestats Define if the manager can create a User, delete, display or update his information. Precise if the manager can create a User profile, display, delete or update it. Precise if the manager can create Inbounds, display, delete or update them. Precise if the manager can create Outbounds, display, delete or update them. Precise if the manager can create Call flows, display, delete or update them. Precise which reports the manager can see (Agents, Inbounds, Outbounds or Queues ). Precise if the manager can display Agents, Inbounds, Outbounds, Campaigns, Queues or Calls livestats. Settings privileges Settings Precise if the manager can see Agents and Servers settings. 2.7 PBX PBX - To view the list of available Pbx, go to Resources > PBX page from top menu. - To create a new Pbx, click on the Add pbx button. - To edit an existing Pbx, click on the Pbx name from the list. - To delete a Pbx, click on the Delete button. CONTACT CENTER SOFTWARE 21

22 Figure 9: PBX List PBX properties Pbx name Password Features Can dial outbound calls? Outbound load balance weight Can register agent? Agents load balance weight Network settings Registration host Registration port Host (Inter-Pbx Bridge) Port (Inter-Pbx-Bridge) Enter the name of the Pbx. Enter a password for the Pbx. Precise if the Pbx can dial outbound calls or not. Move the cursor to decide the percentage of calls the Pbx will manage. Notify if the Pbx can register agents. Move the cursor to define the number of agents (in percentage) the Pbx will support. Enter the registration host address. The number of the registration port. Enter the Host address. The number of the Port. 2.8 Storage servers The storage server of a contact center is the ground of the entire software. - To view the list of available storage servers, go to Resources > Storage servers page from top menu. - To create a new storage server, click on the Add storage server button. - To edit an existing storage server, click on the storage name from the list. - To delete a storage server, click on the Delete button. CONTACT CENTER SOFTWARE 22

23 Figure 10: Storage Servers list Storage server properties Name Enter the name of the storage server. Password Path format Directory Recording Load Balance Ftp server FTP Host FTP Port Enter a password for the storage server. The name of the daily audio files created on the storage server. By default it is a date format. The repertory name under which the files will be created. Move the cursor to define the number of records (in percentage) the storage server will support. Name the FTP Host The FTP Port number 2.9 Log databases This section is dedicated to all data ready to be integrated to the software. - To view the list of available databases, go to Resources > Others > Log Databases page from top menu. - To create a new database, click on the Add database button. - To edit an existing database, click on the database name from the list. - To delete a database, click on the Delete button. CONTACT CENTER SOFTWARE 23

24 Figure 11: Log databases list Log Database properties Name The name of the database. DSN Username Password Active Log agent calls? Log agent events? Log call records? Log campaign activities? Log campaign dialing? The data source name connection string. The username of the database. The password of the database. Specify if the database is active or not. Precise if the agent calls will be logged in the database. Precise if the agent events will be logged in the database. Precise if the call records will be logged in the database. Precise if the campaign activities will be logged in the database. Precise if the campaign dialing will be logged in the database. 3. Campaigns 3.1 Call flow The different steps an inbound or outbound follows represent the call flow. CONTACT CENTER SOFTWARE 24

25 - To view the list of available call flows, go to Campaigns > Call Flow page from top menu. - To create a new call flow, click on the Add call flow button. - To edit an existing call flow, click on the call flow name from the list. Click on the Edit in new window to complete the action in a new window. - To delete a call flow, click on the Delete button. Figure 12: Call flow list Call flow properties Tenant Name Select the tenant in which the call flow is created. Enter the name of the call flow. Save the updates Apply changes If Statement properties Call property Call property expression Operand Value Stickers Set as startup Jump on hangup Tag name Notes Comparison operand The value of the expression Check if the call will enter by this box. Check if at the end of the call, the box action has to be executed. A name for the box, which will be used in other parameters. To add additional data concerning the box. CONTACT CENTER SOFTWARE 25

26 Calculator properties Expression The expression of the calculation Store variable Stickers Set as startup Jump on hangup Tag name Notes The variable in which the calculation result is stored. Check if the call will enter by this box. Check if at the end of the call, the box action has to be executed. A name for the box, which will be used in other parameters. To add additional data concerning the box. Clock properties Action Clock Stickers Set as startup Jump on hangup Tag name Notes Specify the action to apply to the clock. The name of the clock. Check if the call will enter by this box. Check if at the end of the call, the box action has to be executed. A name for the box, which will be used in other parameters. To add additional data concerning the box. Counter properties CONTACT CENTER SOFTWARE 26

27 Counter name Start at Increment Max value Stickers Set as startup Jump on hangup Tag name Notes The name of the counter. The start time. The value by which the counter will increase. The maximum value of the counter. Check if the call will enter by this box. Check if at the end of the call, the box action has to be executed. A name for the box, which will be used in other parameters. To add additional data concerning the box. Database Query properties Database link The link to access to the database. Query Store into Stickers Set as startup Jump on hangup Tag name Notes The query to retrieve, insert, update, or delete information from the database. The variable in which the information is stored. Check if the call will enter by this box. Check if at the end of the call, the box action has to be executed. A name for the box, which will be used in other parameters. To add additional data concerning the box. Dial out Phone Number Timeout The phone number to be dialed. The maximum waiting time (in seconds) before there is an answer to the call. CONTACT CENTER SOFTWARE 27

28 Stickers Set as startup Jump on hangup Tag name Notes Results Dial result var. Check if the call will enter by this box. Check if at the end of the call, the box action has to be executed. A name for the box, which will be used in other parameters. To add additional data concerning the box. The result variable. Dial time var. Answer time var. Conversation time var. Stickers Set as startup Jump on hangup Tag name Notes Check if the call will enter by this box. Check if at the end of the call, the box action has to be executed. A name for the box, which will be used in other parameters. To add additional data concerning the box. Asterisk Pbx Functions Application Name The asterisk pbx application name. Params Stickers Set as startup Jump on hangup Tag name Notes The asterisk Pbx application parameters Check if the call will enter by this box. Check if at the end of the call, the box action has to be executed. A name for the box, which will be used in other parameters. To add additional data concerning the box. CONTACT CENTER SOFTWARE 28

29 Menu Prompts Language Timeout (ms) Valid values Max errors Error prompts Store variable Stickers Set as startup Jump on hangup Tag name Notes Results Dial result var. The phone number to be dialed. Prompts language. Maximum number of milliseconds to wait for a digit to be entered. List of valid digits the caller can enter. Maximum number of invalid entries a caller can enter Prompts to stream to the caller when an invalid entry is entered. Call variable name where to store the entered digit data. Check if the call will enter by this box. Check if at the end of the call, the box action has to be executed. A name for the box, which will be used in other parameters. To add additional data concerning the box. The result variable. Dial time var. Answer time var. Conversation time var. Stickers Set as startup Jump on hangup Tag name Notes Check if the call will enter by this box. Check if at the end of the call, the box action has to be executed. A name for the box, which will be used in other parameters. To add additional data concerning the box. CONTACT CENTER SOFTWARE 29

30 Playback Prompts Language Get Data Get userdata? Min length Max length Timeout (ms) Delimit digit Max errors Error prompts Store variable The list of prompts to stream to the caller. The language of the streamed file. Set to YES to make the system wait for the caller to enter a series of digits. Minimum length of a valid data entry. Maximum length of a valid data entry. Timeout in milliseconds to wait for a data entry. Digit to enter to end the data entry. Maximum number of allowed errors. Audio file to stream to the caller when an error occurs. Call variable to store the entered data Control Is controllable? Control rw Control ff Control stop Control pause Control restart Control skip ms Stickers Set as startup Jump on hangup Specify if the streaming control key are active for this Playback. Digit for an audio rewind. Digit for an audio fast forward Digit for an audio stop Digit for an audio pause. Digit for an audio restart. How many milliseconds of the audio should be skipped on a rewind or fast forward Check if the call will enter by this box. Check if at the end of the call, the box action has to be executed. CONTACT CENTER SOFTWARE 30

31 Tag name Notes A name for the box, which will be used in other parameters. To add additional data concerning the box. Send From To Subject Body Reply-to CC Bcc Content-type Attachments origin destination subject body reply-to CC Bcc content type attachments. Stickers Set as startup Jump on hangup Tag name Notes Check if the call will enter by this box. Check if at the end of the call, the box action has to be executed. A name for the box, which will be used in other parameters. To add additional data concerning the box. CONTACT CENTER SOFTWARE 31

32 Sub call flow Sub call-flow Stickers Set as startup Jump on hangup Tag name Notes Call flow name to enter. Check if the call will enter by this box. Check if at the end of the call, the box action has to be executed. A name for the box, which will be used in other parameters. To add additional data concerning the box. Enter Queue Queue Stickers Set as startup Jump on hangup Tag name Notes The queue name. Check if the call will enter by this box. Check if at the end of the call, the box action has to be executed. A name for the box, which will be used in other parameters. To add additional data concerning the box. Call flow properties Action type Property name Set/Modify or delete a call flow property. Property name CONTACT CENTER SOFTWARE 32

33 Property value Stickers Set as startup Jump on hangup Tag name Notes Property value Check if the call will enter by this box. Check if at the end of the call, the box action has to be executed. A name for the box, which will be used in other parameters. To add additional data concerning the box. Exit Hangup call Hangup cause Stickers Set as startup Jump on hangup Tag name Notes Specify if call should be hanged up. Telephony hangup cause. Check if the call will enter by this box. Check if at the end of the call, the box action has to be executed. A name for the box, which will be used in other parameters. To add additional data concerning the box. Call flow notes Note General call flow note. CONTACT CENTER SOFTWARE 33

34 Database connections Name Database link name. Host Username Password Database Database Host. Database username Database password Database schema Call flow constants Name Value Constant name. Constant value. 3.2 Inbound Inbound campaigns represents a set of rules for an inbound service such as customer service, IVR, virtual receptionist or more complex call management. Figure 13: Inbound list CONTACT CENTER SOFTWARE 34

35 3.2.1 General settings Inbound properties Tenant Inbound name Call flow Call flow if paused Close hours call flow Inbound campaign Tenant. Inbound name. Call flow to execute when inbound is running Call flow to execute when inbound is paused Call flow to execute at closed hours Schedule For each defined inbound campaign, a schedule can be define to determine the open and closed hours. Figure 14: Inbound schedule For each day of the week, specify if the inbound campaign is opened the whole day, completely closed or partially opened Recording policy The recording policy specify if calls coming to this inbound should be recorded or not and how. CONTACT CENTER SOFTWARE 35

36 Figure 15: Inbound recording policy Recording Policy Name format Record? If recording already exists? Format or prefix of the recording names Set to ON to record all incoming calls. Set to OFF to disable all calls going to this inbound campaign. Set to ONDEMAND to disable the recordings at the beginning of the call and allow an agent to activate it later. Set to OVERWRITE to erase any existing recording of the call and start over Set to APPEND to append the current recording to any previously existing recording. Set to CREATENEW to create a new recording file. 3.3 Outbound campaigns Foniva Contact Center Platform provides the opportunity to set outbound campaign to reach a list of people General settings Outbound General Tenant Campaign name Callerid name Callerid number Campaign tenant Name of the outbound campaign. Caller ID name to display to the called party. Caller ID number to display to the called party. CONTACT CENTER SOFTWARE 36

37 3.3.2 Dialing mode Broadcast In broadcast dialing mode, the platform dials records in the calling lists. For each answered call, a call flow is executed. Broadcast features Call flow Dial Target Call flow to execute for answered calls Set to DIAL RATE for the dialer to call a number of records per hour Set to ANSWER RATE for the dialer to pace its own speed to reach the targeted answered rate Set to COMPLETION DEADLINE for the dialer to pace its own speed to dial every record on the list before the specified date Predictive In predictive dialing mode, the platform will analyze a series of dialing variable to determine the best dialing pace to keep all agents occupied and minimize the abandon rate. General settings Queue Call flow before entering queue Maximum abandon rate (%) Initial Hypothesis Estimated answer rate (%) Estimated call length (seconds) Queue to send all answered calls If specified, this call flow will be executed before entering the queue. Maximum abandon rate Estimated answer rate for this campaign Estimated call length for this campaign Progressive In a progressive campaign dialing mode, the system ensures the availability of agents before dialing customer. This mode eliminates calls abandon. CONTACT CENTER SOFTWARE 37

38 General settings Queue Call flow before entering queue Queue to send all answered calls If specified, this call flow will be executed before entering the queue Preview In a preview dialing mode, agents in assigned queue will be presented all record information before dialing. General settings Queue Call flow before entering queue Queue to send all records If specified, this call flow will be executed before entering the queue Calling lists Schedule For each defined outbound campaign, a schedule can be define to determine when records should be dialed. Figure 16: Outbound schedule Use the SCHEDULE BASED ON LOCAL TIME option to make the system verify the schedule against the local dialer time. CONTACT CENTER SOFTWARE 38

39 Use the CUSTOMER TIME ZONE option to make the system verify the schedule against each record own local time and timezone AMD The Answering Machine Detection (AMD) module tries to detect and filter answering machines. Figure 17: Outbound answering machine detection Post-dial rules Recording Policy The recording policy specify if calls coming to this outbound should be recorded or not and how. CONTACT CENTER SOFTWARE 39

40 Figure 18: Outbound recording policy Recording Policy Name format Record? If recording already exists? Format or prefix of the recording names Set to ON to record all outgoing calls. Set to OFF to disable all calls going to this outbound campaign. Set to ONDEMAND to disable the recordings at the beginning of the call and allow an agent to activate it later. Set to OVERWRITE to erase any existing recording of the call and start over Set to APPEND to append the current recording to any previously existing recording. Set to CREATENEW to create a new recording file. CONTACT CENTER SOFTWARE 40

41 4. Real-time statistics 4.1 Agent Stats Agent ID Agent Name Extension Status Since Calls Login Time Conversation Time The Agent ID The Agent Name The extension where the agent can be reachable. If EMBEDDED, the agent is using its Foniva Agent Panel is embedded mode. Current status Current status elapse time Number of calls received or made by the agent. Total login time Total conversation time 4.2 Inbound Stats Inbound name Status Current calls Received calls Inbound name Current inbound running status Total current number of calls in this inbound campaign Total received calls 4.3 Campaign Stats Outbound name Mode Status Since Current calls Dialed Inbound name Current inbound running status Total current number of calls in this inbound campaign Total received calls Current calls in this outbound campaign Total number of dialed calls CONTACT CENTER SOFTWARE 41

42 Answered rate Answered Answering machines No Answer Busy Congestion Hangup Current answering rate Total number of calls answered Total number of answering machine detected Total not answered outgoing calls Total busy outgoing calls Total congestion calls Total hanged up outgoing calls 4.4 Queue Stats Queue name Waiting calls Longest waiting call Longest call Nb. Current conversations Agents Waiting agents Total calls Abandoned calls Abandon rate Queue name Number of waiting calls Longest waiting call Longest call in the queue Number of conversations in the queue Number of logged in agents eligible for this queue Number of eligible agents in READY mode Total calls entered this queue Total abandoned calls in this queue Abandoned rate CONTACT CENTER SOFTWARE 42