Virtual Contact Center

Transcription

1 Configuration Manager Guide Virtual Contact Center 1

2 Configuration Manager Guide 2

3 Copyright 2012, 8x8, Inc. All rights reserved. This document is provided for information purposes only and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. 8x8 is a registered trademark of 8x8, Inc. Version 7.0 Rev. 1.0 iii

4 Preface Use this document to learn how to use the Contactual Configuration Manager to configure your Virtual Contact Center tenant. About Contactual Contactual was acquired by 8x8, Inc in September Contactual, now part of 8x8 provides a better alternative to traditional call center technologies. With the acquisition, the OnDemand Contact Center is now renamed to Virtual Contact Center. The Virtual Contact Center is the fastest and easiest way to deploy a world class contact center. Virtual Contact Center makes it easy to manage all of your customer interactions phone, and chat - through a single system. Our award-winning solution is 100% web-based and was developed by industry-leading designers to be extremely easy to use, thus speeding the adoption process for both agents and supervisors. The Virtual Contact Center includes all of the functionality you need to provide an exceptional customer experience: skills based routing, multi-media interaction management, IVR, CTI, case & contact management, call recording, real-time monitoring, desktop sharing, reporting, and much more. 8x8, Inc SALES: SUPPORT: Version 7.0 Rev. 1.0 iv

5 Contents Preface About Contactual iv iv Getting Started with the Contactual Configuration Manager 1 Overview of Configuration Manager Entities and Entity Relationships 1 Overview of Creating Group, Agent, Queue, and Channel Entities 3 Logging in to the Configuration Manager 5 Before you Begin 5 Overview of Configuration Manager Pages and Tabs 6 Summary of Configuration Manager Pages 8 Configuring Account and Tenant Profiles with the Home Page 11 Viewing Channels, Groups, and Queues in the Summary Tab 11 Summary of Summary Tab Options 11 Configuring Account Settings with the Profile Tab 12 Summary of Profile Tab Options 13 Configuring Recorded Greetings with the Audio Files Tab 16 Audio File Formats Supported by Contactual 17 Verifying Deployment of Uploaded Audio Files 17 Summary of Audio Files Tab Options 17 Summary of Audio Files Options 17 Summary of Voice Files Description Options 18 Specifying Hours of Operation with the Schedules Tabs 19 Summary of Schedules Details Options 21 Tenant Dial Plans 22 Types of Dial Plans 23 North American Numbering Plan (NANP) 23 Viewing a Pre-configured Dial Plan 24 Testing a Dial Plan 26 Creating Custom Dial Plan 27 Selecting a Default Dial Plan 30 Creating Groups of Agents with the Groups Tabs 31 Summary of Group Tab Options 31 Defining Password Policy for Agent Console 33 Features 33 Configuring Password Policy 34 Locking Agent/Supervisor Console 36 Unlocking an Agent/Supervisor Account 37 Communicating System Generated Passwords 38 Version 7.0 Rev. 1.0 v

6 Resetting Agent Password 38 Notifying Agent Lockouts to Administrator 39 Configuring Agent Identities and Assignments with the Agents Page 40 Configuring Agent Identification and Preferences with the Personal Tab 40 Summary of Personal Tab Options 41 Assigning Agents to Queues with the Queues Tab 42 Summary of Agents Queues Tab Options 43 Configuring Agent Access Privileges with the Access Tab 44 Summary of Access Tab Options 44 Specifying Queues and Groups to Supervise with the Monitoring Tab 48 Summary of Monitoring Tab Options 50 Specifying the Percentage of Agent Interactions to Record with the Recording Tab 51 Summary of Recording Tab Options 51 Downloading Agent Recording Files 52 Overview of Downloading Agent Recording Files 52 Configuring a Secure FTP Client 52 Using FileZilla to Download Audio Files 53 Using Core FTP LE to Download Audio Files 54 Browsing and Locating Recording Files 54 Creating and Configuring Queues with the Queues Page 56 Creating or Editing Phone Queues 56 Editing Phone Queue Preferences with the Properties Tab 57 Summary of Phone Queue Properties Tab Options 57 Selecting Phone Queue Members with the Members Tab 59 Summary of Phone Queue Members Tab Options 59 Configuring Phone Queue Voice Mail with the Voice Mail Tab 60 Summary of Phone Queue Voice Mail Tab Options 61 Configuring Phone Queue Interactions with the Interactions Tab 61 Summary of Phone Queue Interactions Tab Options 61 Configuring Phone Queue Service Level Agreements (SLA) 62 Summary of Phone Queue SLA Tab Options 63 Configuring Queues 63 Configuring Queue Preferences with the Properties Tab 64 Summary of Queue Properties Tab Options 64 Selecting Queue Agent Members with the Members Tab 65 Summary of Queue Members Tab Options 66 Configuring Message Priorities with the Interactions Tab 66 Summary of Queue Interactions Tab Options 67 Configuring Queue Service Levels with the SLA Tab 67 Summary of Queue SLA Tab Options 68 Configuring Chat Queues 69 Configuring Chat Queue Preferences with the Properties Tab 69 Summary of Chat Queue Properties Tab Options 70 Selecting Chat Queue Agent Members with the Members Tab 70 Version 7.0 Rev. 1.0 vi

7 Summary of Chat Queue Members Tab Options 71 Configuring Chat Queue Greetings with the ICR Tab 71 Summary of Chat Queue ICR Tab Options 72 Configuring Chat Queue Message Priorities with the Interactions Tab 73 Summary of Chat Queue Interactions Tab Options 74 Configuring Chat Queue Service Levels with the SLA Tab 75 Summary of Chat Queue SLA Tab Options 75 Configuring Chat Queue Fallback with the Tab 76 Summary of Chat Queue Tab Options 77 Configuring Voice Mail Queues 78 Configuring Voice Mail Queue Preferences with the Properties Tab 79 Summary of Voice Mail Queue Properties Tab Options 79 Selecting Voice Mail Agent Members with the Members Tab 80 Summary of Voice Mail Queue Members Tab Options 81 Configuring Voice Mail Queue Greetings with the IVR Tab 81 Summary of Voice Mail Queue IVR Tab Options 82 Configuring Voice Mail Queue Message Priorities with the Interactions Tab 83 Summary of Voice Mail Queue Interactions Tab Options 83 Configuring Voice Mail Service Levels with the SLA Tab 84 Summary of Voice Mail Queue SLA Tab Options 85 Configuring Voice Mail Notification 85 Summary of Voice Mail Notification Tab 86 Configuring Voice, , and Chat Channels with the Channels Page 87 Configuring Phone Channels 87 Configuring Phone Channel Preferences with the Properties Tab 88 Summary of Phone Channel Properties Tab Options 88 Scripting Phone Channel Greetings and Options with the IVR Script Tab 89 Overview of IVR Script Objects and Operation 90 Types of IVR Script Objects 90 Overview of Script Object Parameters 91 Overview of Script Object Exit points 91 Overview of IVR Script Operation 91 Summary of Phone Channel IVR Script Tab Options 91 Creating an Example IVR Script 107 Before You Begin 108 Disabling the Phone Channel Before Editing the Script 108 Building a Simple Greeting and Routing Script 108 Creating Menus of Options 111 Using Caller Information to Process Interactions 113 Enabling a Phone Channel and Associated IVR Script 115 Configuring Channels 116 Using Dedicated Contact Center Channels 116 Configuring Channel Preferences with the Properties Tab 116 Summary of Channel Properties Tab Options 117 Scripting Channel Message Handling with the Script Tab 119 Summary of Channel Script Tab Options 120 Version 7.0 Rev. 1.0 vii

8 Creating an Example Script 132 Before You Begin 132 Disabling the Channel Before Editing the Script 133 Deleting Messages that Contain Viruses 133 Inspecting Message Subject Lines for a String 134 Routing Messages to Queues 135 Inserting Stop Processing Objects into Scripts 137 Enabling the Channel and Running the Script 137 Configuring Chat Channels 137 Configuring Chat Channel Preferences with the Properties Tab 138 Summary of Chat Channel Properties Tab Options 139 Scheduling and Specifying Chat Channel Greetings with the Main ICR Tab 139 Summary of Chat Channel Main ICR Tab Options 140 Assigning Chat Channel Greetings with the ICR Choices Tab 141 Summary of Chat Channel ICR Choices Tab Options 142 Configuring the Contactual CRM with the CRM Page 143 Add Customer and Case Fields with the Custom Fields Tab 143 Summary of CRM Add Custom Fields Tab Options 144 Configure Time to Close and Stall Time Settings with the Escalation Tab 146 Summary of CRM Escalation Tab Options 147 Configuring CRM Properties 148 Summary of Properties Tab Options 149 Importing Customer Data 151 Accessing Import Tab 152 Importing a CSV file 153 Configuring Customer Support Access Options with the Support Center Page 157 Enabling Support Center Subsystems with the Properties Tab 159 Summary of Support Center Properties Tab Options 159 Specifying Support Center Messages with the Greetings Tab 161 Summary of Support Center Greetings Tab Options 162 Specifying Support Center Account Information with the Registration Tab 163 Summary of Support Center Registration Tab Options 163 Acquiring a Support Center's Access URLs from the Direct URL Tab 164 Summary of Support Center Direct URL Tab Options 165 Adding Private Labeling to a Support Center 166 Before You Begin 166 Customizing a Support Center 167 Dialer with Campaign Management 168 Dialer Campaigns work in cycles 168 Features 169 Limitations 169 Configuring the Dialer 170 Version 7.0 Rev. 1.0 viii

9 Configuring Outbound Setup 171 Specifying Target CRM Information 171 Defining CRM Objects 173 Summary of CRM Objects Tab 175 Uploading Pre-recorded Messages 177 Mapping Disposition Code 180 Creating a Campaign 183 Prerequisites 183 Defining Properties for a New Campaign 184 Assigning Supervisors to a Campaign 187 Defining a Search Filter 188 Specifying Sort Order 189 Assigning Audio Files to a Campaign 190 Controlling a Campaign 193 Pausing a Campaign 194 Purging a Campaign 195 Managing a Campaign 196 Editing a Campaign 196 Copying a Campaign 197 Deleting a Campaign 197 Selecting Addressees and Creating Messages with the Broadcast Tab 198 Summary of Broadcast Tab Options 198 Integrating with a Third-party CRM with the Integration Page 199 Overview of Integrating your Contactual Tenant with Third-party CRMs 199 Overview of Supported CRMs 199 Overview of Integration Functionality 199 Configure Third-party CRM API Access with the CRM API Tab 200 Summary of CRM API Tab Options 201 Configure Third-party CRM Triggers with the CRM Triggers Tab 203 Summary of CRM Triggers Tab Options 203 Overview of Exchanging Data with a Third Party Process 205 Example of a CRM Trigger 205 Configure Third-party CRM Message Popups with the Screen Pop Tab 207 Summary of Screen Pop Tab Options 208 Screen Pop Configuration for External CRM 212 Overview of Screen Pop 214 Type of Screen Pops 214 Overview of Screen Pop Event Types 215 Overview of Screen Pop Data Exchange 215 Example of a Screen Pop 216 Version 7.0 Rev. 1.0 ix

10 Create a Third-party CRM Secure Access Token with the API Token Tab 218 Summary of API Token Tab Options 218 Status Codes - Overview 220 What are status codes? 220 When do you use status codes? 220 How do you define status codes? 221 How do agents use status codes? 222 How do supervisors use Status Codes? 222 Configuring Status Code Lists and Settings with the Properties Tab 223 Summary of Status Codes Properties Tab Options 225 Defining Status Codes with the Codes Tab 226 Summary of Status Codes, Codes Tab Options 227 Examples of Status Codes for Agent Breaks 228 Choosing Status Code Languages with the Translations Tab 229 Summary of Status Code Translations Tab Options 230 Assigning Status Codes to Groups with the Assign Groups Tab 231 Summary of Status Code Assign Groups Tab Options 232 Assigning Status Codes to Agents from a Group with the Activate Agents Tab 233 Summary of Status Code Activate Agents Tab Options 233 Transaction Codes - Overview 235 What are transaction codes? 235 When do you use Transaction Codes? 236 State the Purpose of Interactions with Transaction Codes 236 Indicate the Outcome of Interactions with Transaction Codes 236 Assign Calling Line Identifier with Transaction Codes 236 How do you create transaction codes? 237 How do Agents use Transaction Codes? 238 How do Supervisors use Transaction Codes? 239 Creating Transaction Codes 240 Configuring Transaction Code Lists and Settings with the Properties Tab 248 Summary of Transaction Code Properties Tab Options 250 Defining Transaction Codes with the Codes Tab 252 Summary of Transaction Codes, Codes Tab Options 252 Choosing Transaction Code Languages with the Translations Tab 253 Summary of Transaction Codes Translations Tab Options 254 Assigning Queues to use Transaction Code with the Assignments Tab 255 Summary of Transaction Codes Assignment Tab Options 256 GLOSSARY 258 Version 7.0 Rev. 1.0 x

11 Getting Started with the Contactual Configuration Manager Your Contactual hosted Virtual Contact Center operates as a tenant. To configure your Virtual Contact Center tenant, use the Contactual Configuration Manager to: Create and configure your contact center's communication channels, interaction queues, agent accounts, agent groups, and the optional Status Code and Transaction Codes features. Customize the tools and features available to your agents. Customize the Contactual CRMalso known as Case and Contact Management. Provide Web access to your contact center's channels with an Virtual Contact Center Support Center. Integrate your Virtual Contact Center with a third-party CRM, including NetSuite or Salesforce.com. Send broadcast messages to your Virtual Contact Center groups. Overview of Configuration Manager Entities and Entity Relationships Four interaction processing and reporting entities determine the primary call-handling characteristics of your Virtual Contact Center. Figure 1 illustrates the Virtual Contact Center you will use the Configuration Manager to create and configure. Version 7.0 Rev

12 Figure 1: Overview of Virtual Contact Center entities and relationships Table 1 lists the entities in the order that they process an incoming service requests. Table 1: Summary of interaction handling and reporting entities Call handling or reporting entity Description of inputs, operation, and outputs Channels Receive new service requests ("calls" or "interactions") from phone, , or chat communications media. Categorize each incoming service request. Send incoming service requests to the appropriate queue. Queues Receive service requests from one or more channels. Prioritize each service request. Send service requests to the agents assigned to the queues. Agents Receive prioritized service requests from queues. Service the incoming interaction. Complete the interaction. Groups Specify organizational categories, such as Sales or Support, used to analyze and report upon the performance of the contact center's Channels, Queues, and Agents. Version 7.0 Rev

13 Call handling or reporting entity Description of inputs, operation, and outputs Campaigns Connects to the Virtual Contact Center CRM, or Salesforce CRM, searches, and extracts a target call list. feeds the call list to an outbound phone queue facilitating automated outbound dialing. Overview of Creating Group, Agent, Queue, and Channel Entities As shown in Figure 2, an Virtual Contact Center consists of a series of configuration entities. To most efficiently use the Configuration Manager to create and configure your contact center's entities, follow a "top down" hierarchy. Figure 2 illustrates the contact center planning and configuration hierarchy, and lists the contact center planning considerations you will use when creating and configuring those entities. Version 7.0 Rev

14 Figure 2: Virtual Contact Center planning and configuration hierarchy. Because the Groups, Agents, Queues, and Channels entities are interrelated, you can save time if you create and configure the entities in the following order: 1. Create Groups for the categories that will use the Contactual Virtual Contact Center. Groups may be functional (Support or Sales), or organizational (by team or management entity). Creating Groups first enables you to completely create new Agent profiles. 2. Create Agent accounts for all of your contact center agents. 3. Define your contact center's Phone, , Chat, and Voice Mail Queues. Version 7.0 Rev

15 To enable you to assign voice mail rollover to your Phone queues, create your Voice Mail queues first. When you create Queues, you can assign one or more previously defined Agents to the Queue. 4. Configure your Phone Channels, then create , or Chat Channels. To create a Phone Channel, contact Contactual's provisioning department. 5. Configure your Contactual CRM. Add customized customer, case, and followup fields to your CRM. Logging in to the Configuration Manager Contactual will provide you with the URL, username, and password you will use to log in to your Configuration Manager account. Before you Begin Before performing the procedure in this section: Verify that Internet Explorer is properly configured. For information about configuring Internet Explorer, see the Contactual Technical Requirements. Acquire the URL, username, and password for your Virtual Contact Center tenant's Configuration Manager. To log in to the Contactual Configuration Manager: 1. In Microsoft Internet Explorer, in the Address bar type the URL of the Contactual Configuration Manager. The Contactual Configuration Manager displays the Administrator login page. Version 7.0 Rev

16 Figure 3: Configuration Manager > Login Screen 2. In the Login page, enter your Configuration Manager username and password. 3. Click Login or press Enter Key. The Configuration Manager displays the Home page, Summary tab. Figure 4: Configuration Manager > Home In the Configuration menu, the Configuration Manager lists the features your tenat has access to. Overview of Configuration Manager Pages and Tabs The Configuration Manager organizes the user interface into four functional areas. Version 7.0 Rev

17 Figure 5 illustrates the Configuration Manager user interface functional areas. Figure 5: Configuration Manager user interface, functional areas Table 2describes the Configuration Manager user interface functional areas. Table 2: Summary of Configuration Manager functional areas Functional Area Description 1: Configuration menu Use the Configuration menu to select a Configuration Manager page. The pages listed in the Configuration menu vary depending on your Virtual Contact Center features and subscription. For information about each Configuration Manager page, see Table 3 2: Configuration tabs Each Configuration Manager page contains some number of configuration tabs. Tabs divide a Configuration Manager page's top-level access into specific sub-categories of functionality. 3: Tab options area Each Configuration Manager tab contains user interface elements you use to configure a particular configuration task. This guide includes tables that summarize the options available in each Configuration Manager tab. To locate information about a tab's option, in this guide locate the section for the Configuration Manager page, then in the page's section, locate the information for each of the tabs accessible from that page. 4: Info area Click Info to display a concise, context-sensitive, description of the current Configuration Manager tab. Version 7.0 Rev

18 Summary of Configuration Manager Pages Table 3 summarizes the tabs directly accessible from each Configuration Manager (CM) pages. Table 3: Summary of Configuration Manager pages and tabs directly accessible from each page Config. Mgr. Page Home Tabs directly accessible from the page In the Home page, click one of the following tabs: Summary Profile Audio Files Schedules Dial Plans For more information about the Home tab, see Configuring Account and Tenant Profiles with the Home Page, on page 11 Security Groups Agents Security tab enables setting up password policies for Agent and Supervisor accounts. In the list of Groups, click Edit to access the Group tab. For more information about the Group tab, see Creating Groups of Agents with the Groups Tabs, on page 31 In the list of Agents, click Edit to access the following tabs: Personal Queues Access Monitoring Recording For more information about the Agents tab, see Configuring Agent Identities and Assignments with the Agents Page, on page 40. Queues In the list of Queues, for each type of queue, click Edit to access the following tabs: Phone: Properties, Members, Voice Mail, Interactions, SLA Properties, Members, Interactions, SLA Chat: Properties, Members, ICR, Interactions, SLA Voice Mail: Properties, Members, IVR, Interactions, SLA For more information about the Queues tabs, see Creating and Configuring Version 7.0 Rev

19 Config. Mgr. Page Tabs directly accessible from the page Queues with the Queues Page, on page 56. Channels In the list of Channels, for each type of channel, click Edit to access the following tabs: Phone: Properties, IVR Script Properties, Script Chat: Properties, Main ICR, ICR Choices For more information about the Channels tab, see Configuring Voice, , and Chat Channels with the Channels Page, on page 87. CRM In the CRM page, click one of the following tabs: Custom Fields Escalation Rules Properties Import For more information about the CRM tab, see Configuring the Contactual CRM with the CRM Page, on page 143. Support Center In the list of Support Centers, for each type of support center, click Add or Edit to access the following tabs: Properties Greetings Registration Direct URL For more information about the Support Center tab, see Configuring Customer Support Access Options with the Support Center Page, on page 157. Outbound Setup The Outbound Setup allows defining global properties for campaign management. Properties: Select a target CRM to extract the campaign call list data. CRM Objects: Define CRM objects and fields to extract the data. Audio Files: Upload audio files. Disposition Action: Map Transaction codes to disposition actions. Version 7.0 Rev

20 Config. Mgr. Page Campaigns Broadcast Integration Tabs directly accessible from the page Campaigns page allows defining new campaigns, or controlling or managing existing campaigns. Offers the following tabs for defining a new campaign: Properties: Define campaign properties Supervisors: Assign Supervisors to monitor and control campaigns. Filter: Define a search query to filter the target call list data. Sort: Define a sort strategy to sort the target call list data. Audio Files: Assign pre recorded audio messages to campaigns. The Broadcast page contains only the Broadcast tab. For more information about the Broadcast tab, see Selecting Addressees and Creating Messages with the Broadcast Tab, on page 198. In the Integration page, click one of the following tabs: CRM API CRM Triggers Screen Pop API Token For more information about the Integration tab, see Integrating with a Third-party CRM with the Integration Page, on page 199. Status Codes In the Status Codes page, click New or Duplicate to access the following tabs: Properties Codes Translations Assign Groups Assignments For more information about the Status Codes tab, see Status Codes - Overview, on page 220. Transaction Codes In the Interaction Codes page, click New or Duplicate to access the following tabs: Properties Codes Translations Assignments For more information about the Interaction Codes tab, see Transaction Codes - Overview, on page 235. Version 7.0 Rev

21 Configuring Account and Tenant Profiles with the Home Page Use the Home page to access the Configuration Manager tabs you use to: View a summary of your Virtual Contact Center Channels, Groups, and Queues Configure your Contactual Configuration Manager account Upload and manage your Virtual Contact Center audio file greetings and messages Configure your Virtual Contact Center schedules Configure your tenant default dial plan or create a custom dial plan. Viewing Channels, Groups, and Queues in the Summary Tab Use the Summary tab to view a summary of your Virtual Contact Center Channels, Agents, and Queues. To display the Home page, Summary tab, in the Configuration menu, click Home. Figure 6: Home Page, Summary Tab Summary of Summary Tab Options Table 4 summarizes the options available in the Home Page, Summary Tab. Version 7.0 Rev

22 Table 4: Summary of Home page, Summary tab options. Summary tab option Incoming Channels Agent Groups Queues Description For each type of Channel, summarizes the number of Channel definitions of that type. For more information about Channels, see Configuring Voice, , and Chat Channels with the Channels Page, on page 87. For each Group definition, summarizes the number of Agents assigned to that group. For more information about Groups, see Creating Groups of Agents with the Groups Tabs, on page 31. For more information about Agents, see Configuring Agent Identities and Assignments with the Agents Page, on page 40. For each type of Queue, summarizes the number of Queue definitions of that type. For more information about Queues, see Creating and Configuring Queues with the Queues Page, on page 56. Configuring Account Settings with the Profile Tab Use the Profile tab to configure your Configuration Manager account. To display the Profile tab, in the Configuration menu click Home, then click the Profile tab. Version 7.0 Rev

23 Figure 7: Home page, Profile tab The information in Configuration Manager Profile is grouped under the following areas: Administration & File Transfer Passwords: Lets you change your passwords for the tenant, and secure file transfer protocol. The tenant password is now labeled as Configuration Manager Password. Service Notifications Specify addresses for administrator and maintenance distribution list. Tenant SPAM filtering parameters Miscellaneous tenant settings Groups information on the tenant time zone, tenant label, and options to allow agents to change name, enable SSL API. Summary of Profile Tab Options Table 5 summarizes the options available in the Home page, Profile tab. Version 7.0 Rev

24 Table 5: Summary of Home page, Profile tab options Profile tab option Tenant Name Support Level Language Default Caller ID Version Package Revision Named Users Limit Concurrent Access Limit Configured Users Tenant Label Allow agents to change name Time Zone Description Refers to the name of your tenant. It can be your company name. The Configuration Manager adds the value of the Company Name text entry area to the top of the Configuration Manager browser window. Indicates your tenant's support level. Read-only reminder of the language used to display the Configuration Manager user interface. This language setting was applied as requested when your Virtual Contact Center tenant was originally created and it cannot be changed. Note: Your Agent Console can select their preferred language separately. Specifies the default caller Id for the tenant. This number is displayed to the dialed party, as the caller s phone number, when placing an outbound call from the OnDemand Contact Center. Specifies the version of Contactual Virtual Contact Center. Represents the revision number of Virtual Contact Center. Indicates the maximum number of named users that can be added to the tenant. This field displays your current subscription plus one or two for authorized customer support users. Named User functionality provides for unique personal identity with roles (agent or supervisor) and permissions. Note: Each Tenant is preconfigured with one or two Named Users at no charge. These are used by authorized customer support personnel for troubleshooting purposes. You can identify the preconfigured users by an assigned group of ODCC support or Contactual support. Indicates the maximum simultaneous users that can log into the Agent or Supervisor Console. Each Concurrent Access requires a Named User. One Concurrent Access and one Named User is synonymous with an agent seat. Named User can also be equivalent to an additional login. Indicates the number of Named Users currently setup in this tenant. The difference between the Named Users Limit and Configured Users are the remaining Named Users quantity that can be profiled. Refers to the Tenant Label that appears on top of the Configuration Manager browser window. You can label the tenant different from Tenant ID. Allows agents to change their login name for the Agent Console. Refers to your contact center's local time zone. Specifying the time zone enables the Configuration Manager to: Version 7.0 Rev

25 Profile tab option Description Maintenance Distribution List(s) Administrator's (s) Current Configuration Manager Password New Password Retype New Password SFTP Password Enable SSL on Application Program Interfaces Spam Threshold Level Correctly interpret the hours of operation specified in the Schedule tab. For more information about the schedule tab, see Specifying Hours of Operation with the Schedules Tabs, on page 19 Display time-stamped events in local time. Lists the distribution list(s) to which maintenance issues regarding the tenant are mailed. Lists the tenant administrator's address. If an Channel attempts to retrieve queued s, and that retrieval attempt fails, then the Configuration Manager sends notification to the administrator. For more information about Channels, see Configuring Channels, on page 116. Allows changing your password for your Configuration Manager account. To change the password, enter the current password, and enter the new password. Note: The password must 8 characters long. To change the password for the Secure FTP area used to store your agent recording files, in both the SFTP Password and Retype SFTP Password text entry areas type your new SFTP password, then click Save. For more information about agent recording files, see Specifying the Percentage of Agent Interactions to Record with the Recording Tab, on page 51 By default, the Configuration Manager uses secure communications. Contactual strongly recommends that you always use secure communications when working with the Configuration Manager. If you temporarily need to disable secure communications for purposes of troubleshooting select, in the Profile Tab, clear Enable SSL. Choose how strictly Configuration Manager filters administrative messages for unsolicited junk ("spam"). By default, Configuration Manager sets the Spam Threshold Level equal to 5. Choose a lower number to apply stricter spam filtering. Do not choose a spam threshold setting lower than 3 or higher than 7 unless directed to by Contactual support. Version 7.0 Rev

26 Profile tab option Spam Black / White List Description If an Channel page, Script tab, includes a Check Spam script object, then: Spam Black List: Enter the addresses of senders that Configuration Manager should always classify as spam. Spam White List: Enter the addresses of senders that Configuration Manager should never classify as spam. Both the Spam Black List and Spam White List text entry areas support the use of asterisks ("*") as wild-card characters. Configuring Recorded Greetings with the Audio Files Tab Use the Audio Files Tab to manage the recorded messages used by your Phone Channels. To display the Audio Files tab, in the Configuration menu click Home, then click the Audio Files tab. Figure 8: Home Page, Audio Files tab By default, each new Contactual tenant includes a set of placeholder audio files. These files illustrate the sorts of messages you must customize for use in your Contactual Virtual Contact Center. Version 7.0 Rev

27 Audio File Formats Supported by Contactual Contactual supports the 8 KHz, 16-bit, monaural WAV (.wav filename extension) file format. Verifying Deployment of Uploaded Audio Files You must verify the deployment of an uploaded audio file before referencing that file in an IVR script. Before you can place your Virtual Contact Center into production, you must use the Home Page, Audio Files tab to replace the placeholder Virtual Contact Center audio files with your own production-quality audio files. Any time you upload an audio file to the Configuration Manager, in the Audio Files tab, Voice files description area, you must verify that the embedded audio player can the play the file. Playing an uploaded audio file verifies that the Virtual Contact Center has finished deploying the uploaded file to your contact center tenant. Audio files must be deployed before they can be referenced in an IVR script. For information about IVR scripting, see Scripting Phone Channel Greetings and Options with the IVR Script Tab, on page 89. Summary of Audio Files Tab Options This topic contains the following sections: Summary of Audio Files Options Summary of Voice Files Description Options Summary of Audio Files Options Table 6summarizes the options available in the Home page, Audio Files tab. Version 7.0 Rev

28 Table 6: Summary of Home page, Audio Files tab, Audio Files options Audio Files option User tab Pre-recorded tab Description Lists the customized audio files uploaded by your Virtual Contact Center administrator into this Contactual tenant. When you initially configure a new Contactual tenant instance, the User tab does not contain any audio files. When you use the Audio Files tab to upload your company's customized audio files into the Configuration Manager, the Configuration Manager stores the uploaded files in the User tab area. List the set of default placeholder files currently contained in this Contactual tenant. By default, a new Contactual tenant includes a set of placeholder audio files. These files provide examples of Voice Channel greetings and messages used in a variety of contact center contexts. When you use the Audio Files tab to upload the customized audio files required by your contact center, you will then replace supplant a Prerecorded audio file assignment so that it uses your customized audio file Summary of Voice Files Description Options Table 7summarizes the options available in the Home page, Audio Files tab. Version 7.0 Rev

29 Table 7: Summary of Home page, Audio Files tab, Voice files description panel options Voice files description option Name Description Upload New Save Delete Type, File Name, Uploaded on, Size information list Description For a customized audio file listed in the User tab, in the Name text entry area type a descriptive name for the contents of the audio file. For information about the User tab, see Table 6 For a customized audio file listed in the User tab, in the Description text entry area type a description for the audio file. To upload a customized audio file into your Contactual tenant, in Upload New click Browse, then select an 8 KHz, 16-bit, monaural WAV file. After you upload an audio file, in the Audio Tab (Figure 8), you must verify that the Virtual Contact Center can play the audio file before referencing the file in an IVR script. For information about playing uploaded IVR files, see Verifying Deployment of Uploaded Audio Files, on page 17. The Configuration Manager does not upload the file until you click Save. To upload the audio file specified in Upload New, click Save. The Configuration Manager only enables Save when working with audio files listed in the User tab. To delete a customized audio file, in the User tab select a customized audio file then click Delete. The Configuration Manager only enables Save when working with audio files listed in the User tab. To view details about a customized audio file, in the User tab select a customized audio file. The Configuration Manager displays the file's details. Specifying Hours of Operation with the Schedules Tabs Use the Schedules summary and details tabs to add, edit, or delete Schedules used by different parts of your enterprise. For example, if your sales and support teams have different hours of operation, then use the Schedules tabs to create separate schedules for each of the teams. To display the Schedules summary page: Version 7.0 Rev

30 1. In the Configuration menu click Home, then click the Schedules tab to display a list of tenant schedules. Figure 9: Home Page, Schedules tab 2. In the list of schedules: Click Add to create a new schedule. Click Edit to view or modify an existing schedule. Click Delete to delete an existing schedule. The Configuration Manager allows you to edit the Default Schedule, but does not enable you to delete the Default Schedule. If you clicked Add or Edit, the Configuration Manager displays the selected schedule's details page. Figure 10: Schedule details page Version 7.0 Rev

31 Summary of Schedules Details Options Table 8summarizes the options accessible from the Home page, Schedules tab, for a selected schedule. Table 8: Summary of Home page, Schedules tab options Schedules details tab option Schedule Name Monday-Sunday, from-to Add Schedule Definition area Description In the Schedule Name text entry area, type a name that describes the part of your organization that will use the non-default schedule. You can associate a named schedule with a particular IVR script behavior. For example, if you plan to use your Virtual Contact Center to manage both sales and support interactions, and those two teams have different hours of operations, then create both a Sales and a Support schedule. In a schedule selected for editing, for each day of the week, choose the time that operation begins and ends. When you design a Voice Channel's IVR script or an Channel's script, you can associate one or more schedules with the customer-facing behavior of the Channel. For more information about IVR scripts, see Scripting Phone Channel Greetings and Options with the IVR Script Tab, on page 89. For more information about scripts, see Summary of Channel Script Tab Options, on page 120. Click Add to create exceptions to the days and times specified in the Monday- Sunday, from-to area. Exceptions enable you to specify alternative automated processing of phone and interactions. More specifically, use schedule exceptions to modify the open and closed hours specified in the From and To areas. For example, for holidays or other periods when the schedules default hours of operation do not apply. After clicking Add to create a new exception: In the From and To areas, choose the beginning and end day and times for the exception In the Options column, click Delete to remove the exception condition from the list of conditions. In the Exception area, choose: Open to specify that the exception uses the contact center's open hours to process phone and interactions. Version 7.0 Rev

32 Schedules details tab option Description Closed to specify that the exception uses the contact center's closed hours to process phone and interactions. A numeric scheduling label from #1 to #6. If you choose a numeric label, in the IVR or script that references the schedule, you can specify what the script should do during the period when the exception condition is in effect. Tenant Dial Plans A dial plan specifies how to interpret phone number sequences dialed by an agent using the phone tab, Click-to-Dial, (or through API) and how to convert them into an ITU-T E.164 normalized outbound dial string. Dial plans can be used to include country codes and area codes, support extension based dialing, and to correct the numbers from an external entity etc. Note: Tenant Dial Plan doesn t apply to Make Verification call, Web Callback, or IVR forwarding a call to external number scenarios, in these scenarios, the outbound calls must be dialed as defined in the ITU-T E.164 specification. (e.g. in North America, a number of +1 (650) should be dialed as or ; in UK, a number +44 (0) , should be dialed as or ) Dial plans change the interpretation of dialed digits within a tenant to correspond to familiar National, local or private phone switch dialing conventions. A dial plan establishes the expected number and pattern of digits for an outbound phone call and validates the agent dialed sequence. It consists of a collection of calling number patterns and treatment pairs. When a user dials a series of digits, each calling number pattern in the dial plan is tested as a possible match. If the agent dialed sequence matches a pattern, corresponding treatment applies. The treated sequence is then transmitted to initiate a call or rejected as invalid. For example, the dialing sequences to reach the Crystal Jade Restaurant in Shanghai China from a home phone in North American, United Kingdom, Nigeria and Beijing use different leading digits as shown below: New York City dials North American Dial Plan = London England dials UK National Dial Plan = Abuja Nigeria dials Nigerian National Dial Plan = Version 7.0 Rev

33 Beijing China dials Peoples Republic National Dial Plan = In each case above a different national dial plan is used to remove the local prefix digits and restore the country code when necessary to yield an unambiguous international number. Types of Dial Plans The Virtual Contact Center offers two types of dial plans: Pre-configured Dial Plans: are predefined National and International dial plans available to all tenants. They allow local, long distance and international calls. You cannot make any changes to these plans except for opting a default plan. You can select a national plan that best suits your needs or use the standard international plan. The Pre-configured dial plans are predefined and do not allow changes. Every tenant is required to select one and only one dial plan to suit their location. The following preconfigured plans are offered: o o International Numbering Plan (ITU-T E.164): allows tenants across the globe to place domestic and international calls. North American Numbering Plan (NANPA): allows tenants across all of North America to place domestic and international calls. NANP identifies various calling number patterns and applies corresponding treatment to user dialed numbers. Custom Dial Plans: In addition to pre-configured dial plans, you can create your own custom dial plan if you have subscribed to this feature. Custom dial plans, in many situations, can mimic the abbreviated dialing conventions of a private office phone system or internal corporate dialing plan. You can configure multiple custom dial plans. You can activate only one dial plan per tenant at a time. Contactual reports present dialed numbers in standard international format. North American Numbering Plan (NANP) The North American Numbering Plan identifies various calling number patterns and applies the following treatment to user dialed numbers: Filters international calls with country codes incorrectly entered starting from '0'. Note: Country codes do not begin with 0. Version 7.0 Rev

34 Removes the North American access code 011 if added to a North American phone number. For example, a number is dialed out as removing 011. Filters local and long distance calls with incorrect area codes starting from '0'. Note: North American area codes do not begin with 0. Filters calls to emergency and special services such as 911 in US, 112 in UK. Prefixes country code '1' to all local and long distance calls within North America. Requires country codes and area codes for international calls. Allows input of spelled out numbers. Converts alphabetic characters to the telephone keypad equivalent digits according to North American Telephone standards. Viewing a Pre-configured Dial Plan You cannot edit pre-configured dial plans. You can use the edit option to change a default plan on your tenant. To view or edit a Pre-configured dial plan: 1. Click Home > Dial Plans. Figure 11: Home > Pre-configured Dial Plan 2. Select a plan and click Edit. Version 7.0 Rev

35 Figure 12: Home > Pre-configured Dial Plan > Edit 3. In the edit screen, you can view the following information: Version 7.0 Rev

36 Table 9: Home Page, Dial Plans Edit tab Home Page, Dial Plans, Edit Tab Name Description Name of the dial plan. Default Calling Number Pattern Treatment Test Result Check the option to mark this as the default dial plan. Pattern of the outbound dial string to apply the right treatment. For example,the pattern ^([2-9][0-9][0-9][2-9][0-9][0-9][0-9][0-9][0-9][0-9])$ identifies a 10 digit string such as where the 1st and 4th digits are not 0 or 1. Treatment defined for the number that matches the specified calling number pattern. For example, The pattern ^([2-9][0-9][0-9][2-9][0-9][0-9][0-9][0-9][0-9][0-9])$ and treatment 1$1 prepends a 10 digit input with '1'. $1 represents pattern within the (). If you input , the treatment converts the number to Indicates the treatment applied to a test string. Testing a Dial Plan You can test a dial plan to check how the plan treats user dialed sequences and also to learn the sequences identified by the dial plan. To test a dial plan: 1. Select a dial plan and click Edit. 2. In the edit screen, enter a phone number sequence and click Test to validate. Version 7.0 Rev

37 Figure 13: Testing a Dial Plan If the dialed phone number matches a calling number pattern, corresponding treatment is applied. Creating Custom Dial Plan Creating a custom dial plan requires a sound knowledge of regular expressions. This sections gives a brief overview of creating a custom plan. You may seek professional services guidance for creating a custom plan from scratch. To create a custom dial plan: Version 7.0 Rev

38 1. Click Home > Dial Plans tab. Figure 14: Home page, Dial Plans tab 2. Click Add to add a new dial plan. Figure 15: Home page, Dial Plans Edit window 3. In the Dial Plan edit window, enter the following information: Table 10: Home page, Dial Plans Edit window Home Page, dial Plans, Edit Tab Name Description Enter a name for the new dial plan. Version 7.0 Rev

39 Home Page, dial Plans, Edit Tab Description Default Calling Number Pattern Treatment Check the option to mark this as the default dial plan. Define a calling number pattern to apply the dial plan using regular expressions. A regular expression provides a concise and flexible means for matching strings of text, or patterns of characters. Most commonly used regular expressions are : ^ - Matches the starting position of the string.. - Matches any single character. * - Matches the preceding element 0 or more times. $ - Matches the ending position of the string. [ ] - Matches a single character contained within the brackets. For example, [2-9] specifies any digit from 2 through 9. ()- A marked sub expression within which you define a string to match. For example, the pattern ^([2-9][0-9][0-9][0-9][0-9][0-9][0-9])$ defines a 7 digit sequence where the first digit is not 0 or 1. Note: Defining a dial plan requires sound knowledge of regular expressions. Define the treatment for the number that matches the specified calling number pattern. For example, The pattern ^([2-9][0-9][0-9][0-9][0-9][0-9][0-9])$ and treatment 1650$1 prepends a 7 digit input with '1650'. $1 represents pattern within the (). If you input , the treatment converts the number to Click (+) symbol to add a new rule. Click (x) to delete a rule. Version 7.0 Rev

40 Figure 16: Dial Plan tab, Defining dial plan rules Examples of dial plan rules shown above can be interpreted as follows: a. The pattern ^([2-9][0-9][0-9][0-9][0-9][0-9][0-9])$ and treatment 1650$1 converts a 7 digit input to 10 digits. For example, if you input , the number gets prefixed with the area code and converts to b. The pattern ^(55[0-9][0-9])$ and treatment $1 converts all 4 digit extension number starting with 55 to XX where X is mandatory single digit. 5. Enter a sequence of digits and click Test to validate the calling number pattern and treatment you defined. The first matched rule shows the test result Applied. 6. Click Save. Selecting a Default Dial Plan To select a default dial plan in the tenant: 1. Click Home > Dial Plans. 2. Select a dial plan and click Edit. 3. Check the dial plan as default. 4. Click Save. Version 7.0 Rev

41 Creating Groups of Agents with the Groups Tabs Use the Groups tab to create "containers" for agents who you want to manage on the basis of function, skill set, or some other categorization. To display the Groups summary page and details tab: 1. In the Configuration menu click Groups to display a list of groups. Figure 17: Home Page, Groups tab 2. In the list of the tenant's Groups: Click Add to create a new group. Click Edit to view or modify an existing group. Click Delete to delete an existing group. Do not delete the Contactual Support Team group. The Contactual Support Team group enables Contactual to assist you with Configuration Manager. If you clicked Add or Edit, the Configuration Manager displays the Group's details page. Figure 18: Group details page Summary of Group Tab Options Table 11 summarizes the options available in the Group page, Group tab. Version 7.0 Rev

42 Table 11: Summary of Group page, Group tab options Group details page option Group Name Comment Description Type a descriptive name for the group. For example, if you plan to use your Virtual Contact Center to handle both sales and support interactions, in the Configuration Manager create both Sales and Support groups. Members of one group are not able to view members of any other group. Type a description of the group's purpose of specialty. Version 7.0 Rev

43 Defining Password Policy for Agent Console Password policy allows the administrator to define a set of rules to enhance Agent Supervisor Console security by encouraging agents and supervisors to employ strong passwords and ensure proper usage. Password policies define a mechanism to secure agent and supervisor accounts from vulnerability. The Security tab in the Configuration Manager allows you to define password policy. As an administrator, you can set rules on password length, formation, password duration, and common password practice for agents and supervisors to follow while creating a password. You can also set rules for the system to generate passwords automatically. These rules enforced on agents and supervisors protect their accounts from being hacked. Features The password policy allows you to define the following features that impact how an agent/supervisor defines passwords: Set timed password expiration forcing a periodic password change. Enforce password history to remember a specified number of previously used passwords and prevents re-use. Enforce password history. Remembers a specified number of previously used passwords and prevents re-use. Enforce minimum password length. You can now set password length of 5, 8, and 10 characters. Define password complexity requirement. You can now set passwords to have a mix of alpha numeric characters, mix of upper and lower case alpha with numeric characters, or apply no restriction. Set up automatic generation of system generated passwords for new agent/supervisor accounts. Set up automatic communication of account information with user name, system generated password, and URL to login to Agent/Supervisor Console to new agents/supervisors. Allow an administrator to reset a password for any agent at any time. The reset password is automatically communicated via . Version 7.0 Rev

44 Allow defining answers to security questions to reset a forgotten password. You can prevent agents from answering the security question with password. Configure to lockout an account for a specific time or until reset by administrator in case of invalid login attempts. Configure to generate and notify lockout alert to administrator. Allow an administrator to unlock an agent/supervisor account in the event of a lockout. Configuring Password Policy To configure password policy: 1. Login to Configuration Manager. 2. Click Security tab. Figure 19: Security Tab 3. Configure the desired settings. The following are the options provided by the policies. The options in bold and italic font are the default for the corresponding policies. Version 7.0 Rev

45 Table 12: Security Tab - Password Policies Password Policy - General Description Policy Options Password Expires Password History Minimum Password Length Password Complexity Requirement system generated passwords and reset Defines how long a password is alive. After the specified duration, the password expires and needs to be changed. Note: Selecting 'Never Expires' keeps the password alive as long as you desire. Prevents reuse of a specified number of passwords used previously. For example, if you specified ' 3 passwords remembered', an agent is not allowed to reuse the three most recently used passwords during a password change. Note: Selecting 'No Passwords remembered' allows an agent reuse the same password. Defines a minimum length for a password. Restricts agents from choosing a password less than the specified length. Defines if a password should be defined with certain complexity. Note: Selecting 'No restriction' keeps the password alive as long as you desire. Enables creating and ing system generated passwords for new agent/supervisor accounts. Automatically communicates new agent information. Allows an administrator to reset an existing password and automatically communicate the information. 30 days 60 days 90 days 180 days One Year Never expires No passwords remembered 3 passwords remembered 5 passwords remembered 10 passwords remembered 8 characters 10 characters 12 characters Must mix alpha and numeric Must mix upper and lower case alpha and numeric Must contain 3 out of 4 a) upper, b) lower case alpha, c) numeric and d) symbols (*@&#!?) Yes No Version 7.0 Rev

46 Password Policy - General Password Question Requirement 4. Click Save. Description Defines if the answer to a security question in agent profile can be the same as the password or not. Note: Selecting 'None' lets an agent answer the security question same as the password. Policy Options Answer cannot be same as password None Note: The minimum password length is 5 characters. Existing agents and supervisor accounts with password length less than 5 characters are not impacted until the next password change. Locking Agent/Supervisor Console Locking out an agent or supervisor account is another mechanism to ensure agent/supervisor account security. When you set password lockout policies, you can specify: the number of invalid login attempts that locks out an agent account. the duration of lockout. to send an lockout alert to the administrator. Specifying the number of invalid logins and lockout duration locks the agent account for the specified duration when the number of invalid login attempts is reached. For example, you can set lockout policy to lockout an agent account with three invalid login attempts for a period of 30 minutes. To define agent Lockout settings: 1. Login to Configuration Manager. 2. Click Security tab. 3. Configure the desired settings. Version 7.0 Rev

47 The following are the options provided by the policies. The options in bold and italic font are the default for the corresponding policies. Table 13: Security Tab - Password Policies Password Policy - Lockout Maximum Invalid Login Attempts Lockout login account after max invalid login attempts Send Lockout alert to administrator Description Defines the number of invalid login attempts to lockout an agent/supervisor account. Note: Selecting 'No Limit' does not lockout an agent with any number of invalid login attempts. Specifies the duration for which an agent or supervisor account is locked out after invalid login attempts. After the specified time, the agent will be allowed to login. Note: Selecting 'Forever (must be reset by admin' requires the administrator to unlock an account and/or reset the password. Enables sending an alert of an agent lockout to the administrator. Policy Options 3 attempts 5 attempts 10 attempts 2.5 minutes 5 minutes 10 minutes 15 minutes 30 Minutes 60 Minutes Forever (must be reset by admin) Yes No Unlocking an Agent/Supervisor Account An administrator can unlock an agent/supervisor account to give immediate access to the locked out agent. This prevents the agent from being idle during an accidental lockout. To unlock an agent/supervisor account: 1. Navigate to the Agents tab in Configuration Manager. 2. Locate the agent account that requires unlocking. Version 7.0 Rev

48 Figure 20: Unlocking an Agent Account 3. Click Unlock. Communicating System Generated Passwords Setting the automatic passwords option automatically generates the agent s password and communicates the login information to the address specified in the agent account. Login information includes User name, System Generated Password, and link to the Agent Console login page as shown below. Figure 21: communicating system generated password Using the system generated password, an agent or supervisor is allowed to login once. Upon logging in, he/she is required to change the password to retain access to the Agent Console. Resetting Agent Password If the lockout interval policy is set to 'Forever (Must be reset by Admin)', in the event of an agent lockout, you have to access the agent account in the Configuration Managerand Version 7.0 Rev

49 reset the password. You can reset an agent's password at any time by editing an agent account. The reset password is automatically ed to the agent. To reset an agent's password: 1. Click Agents in the Configuration Manager. 2. Select agent whose password needs to be reset, and click Edit. Figure 22: Resetting Password for an Agent 3. Click Reset Password in the Personal tab. Notifying Agent Lockouts to Administrator When an agent is locked out of Agent Console, an alert may be sent to the Contactual Administrator. The notifies the administrator with specific information of agent, who is locked out. Version 7.0 Rev

50 Configuring Agent Identities and Assignments with the Agents Page Use the Agents summary page to add, edit, or delete Agent profiles. To access the Agents pages: 1. In the Configuration menu click Agents to display a list of agents. Figure 23: Home Page, Agents tab 2. In the list of the tenant's Agents: Click Add to create a new agent. Click Edit to view or modify an existing agent. Click Delete to delete an existing agent. Do not delete the Contactual Support Team agent. The Contactual Support Team agent enables Contactual to assist you with Configuration Manager. If you clicked Add or Edit, the Configuration Manager displays the Agent's details page. In the Agent details page, tabs enable you to completely configure an Agent's account. 3. After configuring agent settings, click Save to apply the changes. If you navigate away from a Configuration Manager tab without saving changes, the changes are lost. Configuring Agent Identification and Preferences with the Personal Tab Use the Personal tab to specify an agent's user information. To display the Personal tab Version 7.0 Rev

51 1. In the Configuration menu click Agents. Configuration Manager displays a list of agents (Figure 23). 2. In the list of agents, click Edit, then click the Personal tab. Figure 24: Agent Page, Personal tab Summary of Personal Tab Options Table 14 summarizes the options available in the Agent page, Personal tab. Version 7.0 Rev

52 Table 14: Summary of Agent page, Personal tab options Personal tab option Group First Name Last Name Address Username Password, Retype Password Language Comment Copy Details From Description Choose the agent's group assignment. See Copy Details From, described later in this table. Type the agent's first name. Type the agent's last name. Type the address the Virtual Contact Center uses to send agents copies of their direct access voice mail messages. Type the account name the agent must use to log into the Agent Console. Agent user names are case sensitive: When an agent logs into his or heragent Console, she must use the same combination of upper and lower-case characters as those in the Username text entry area. Type the password the agent must use to log into the Agent Console. After logging in to theagent Console for the first time, an agent can use the My Profile page to change his or her password. Contact center administrators can use the Password text entry areas to change or reset an agent's password. Choose the language used by the Agent Console interface. Type a description of this agent. If you are configuring a new agent profile, use the Copy Details From list to copy the configuration details from an existing agent definition. To copy an existing agent definition, in the Group list choose a Group to enable the Copy Details From list, then choose an Agent profile for an agent who is a member of the selected Group. Assigning Agents to Queues with the Queues Tab Use the Agents page, Queues tab to assign the selected agent to previously defined phone, , chat, and voice mail queues. To display the Queues tab 1. In the Configuration menu click Agents. Configuration Manager displays a list of agents (Figure 23). 2. In the list of agents, click Edit, then click the Queues tab. Version 7.0 Rev

53 Figure 25: Agents page, Queues tab Summary of Agents Queues Tab Options Table 15summarizes the options available in the Agents page, Queues tab. Table 15: Summary of Agents page, Queues tab options Queues tab option Selection check box Skill Level Enabled Description To enable a Phone, , Chat, or Voice Mail queue for the selected Agent: In a queue's title row, select the checkbox to enable all queue definitions of that type. In this list of queues, select an individual queue to enable the selected queue. You must enable a queue before you can select a queue's Skill Level. You can assign agents to queues at the same time you create the queue. For information about assigning agents to a phone queue as part of queue creation, see Selecting Phone Queue Members with the Members Tab, on page 59. The same concept applies to all other types of Virtual Contact Center queues. For each enabled queue, in the Skill Level list choose High, Medium, or Low. Virtual Contact Center attempts to direct interactions to an agent with a higher skill levels before an agent with a lower skill level. To enable the agent to receive interactions from a queue, in the list of queues, select Enable. Version 7.0 Rev

54 Configuring Agent Access Privileges with the Access Tab Use the Agents page, Access tab to configure the selected agent's access and supervisor permissions. To display the Access tab 1. In the Configuration menu click Agents. Configuration manager displays a list of agents (Figure 23). 2. In the list of agents, click Edit, then click the Access tab. Figure 26: Agents page, Access tab Summary of Access Tab Options Table 16summarizes the options available in the Agents page, Access tab, CRM Access Rights area. Version 7.0 Rev

55 Table 16: Summary of Agents page, Access tab options, Contactual CRM access rights Access tab option Case Customer Description To enable the agent to view or modify Case records in the Contactual CRM, in the Access tab CRM Access area: In the Case row, select View, Create, Edit, Create a Follow-up, or Change Status. To enable the agent to delete case records from the Contactual CRM, in the Other Access Rights area select This agent is supervisor, then in the Case Row select Delete. For more information about the Contactual CRM, see Configuring the Contactual CRM with the CRM Page, on page 143 To enable the agent to view or modify Customers records in the Contactual CRM: In the Customer row, select View, Create, or Edit. To enable the agent to delete customer records from the Contactual CRM, in the Other Access Rights area select This agent is supervisor, then in the Case Row select Delete. For more information about the Contactual CRM, see Configuring the Contactual CRM with the CRM Page, on page 143 Table 17summarizes the options available in the Agents page, Access tab, Other Access Rights area. Version 7.0 Rev

56 Table 17: Summary of Agents page, Access tab options, Other Access Rights area Access tab option Phone number SIP phone URI Phone extension Voice mail and prompting timeout This agent account is enabled Description If the agent uses a standard wired or cellular telephone, then in the Phone number text entry area type the full number of that telephone. In the United States, phone numbers must be of the form: 1+three-digit area code+seven-digit phone number In the United States, when typing numbers into Agent Console text entry areas, always preface the area code with 1. Outside the United States, must be of the form: Country Code+phone number The Virtual Contact Center uses that number to connect Phone interactions to the agent's telephone. Agents may use the Agent Console, My Profile tab, to change their phone number at any time. If the agent uses a VoIP telephone, see SIP Phone URI, described later in this table. If the agent uses a VoIP telephone, then in the SIP phone URI text entry area type that VoIP phone's full URI. The Virtual Contact Center uses that URI to connect Phone interactions to the agent's VoIP telephone. Agents may use the Agent Console, My Profile tab, to change their phone number at any time. If the agent uses a standard wired or cellular telephone, see Phone number, described earlier in this table. To enable a caller to use an extension number to directly contact this agent, in the Phone extension text entry area type a two to eight-digit extension then select Enable direct agent access, described later in this table. If Enable direct agent access is selected, then Voice mail and prompting timeout specifies the number of seconds that must elapse before the Virtual Contact Center transfers the incoming Voice interaction to the agent's personal voice mail box. The Virtual Contact Center uses the address specified in the Agents page, Personal tab, to Direct Agent Access voice mails to the Agent. For information about the Agent page, Personal tab, see Configuring Agent Identification and Preferences with the Personal Tab, on page 40. If the agent's telephone has a private voice mail box, ensure that the Virtual Contact Center voice mail time out threshold occurs before the agent's voice mail box seizes the call. Select to enable the agent account. Version 7.0 Rev

57 Access tab option This agent is supervisor Agent can change queue assignments Enable direct agent access Activate agent's voice mail Activate pulling Activate call monitoring Description To enable the agent to access Agent Supervisor Console features, select This agent is supervisor. Agent Supervisor features include: Creating and deleting FAQ categories and answers Creating and running historical reports Monitoring, Agents, Queues, and Groups In addition to supervisory features, agent supervisors may choose to perform, or at least guide and validate the use of, certain operations, such as agent profile configuration, that agents have access to. These include the following agent-optional features: Deleting customer and case records from the Contactual CRM Pulling and deleting pending interactions from a queue Using the Monitoring tab to remove agents from queue assignments Select to permit this Agent to use the Agent Console, My Profile page to add or remove themselves from Queue assignments. For more information about agent queue assignments, see Assigning Agents to Queues with the Queues Tab, on page 42. To enable a caller to use an extension number to directly contact this agent, select Enable direct agent access then in the Phone extension text entry area type a two to eight-digit. See Activate agent's voice mail, described later in this table. If your Virtual Contact Center includes agent voice mail boxes, select to enable the Virtual Contact Center to direct agent access voice mails to the agent's address. To enable the Activate agent's voice mail feature, you must first select Enable direct agent access, described earlier in this table. For information about specifying an agent's address, see Configuring Agent Identification and Preferences with the Personal Tab, on page 40. By default, the Virtual Contact Center presents s to agents on the basis of first-infirst-out. To enable the agent to instead selectively retrieve ("pull") messages from his or her queues, select Activate pulling . Enable This agent is supervisor, then select Activate call monitoring to enable call monitoring for an Agent Supervisor. For more information about call monitoring, see Specifying Queues and Groups to Supervise with the Monitoring Tab, on page 48. Version 7.0 Rev

58 Access tab option Activate Push2Dial Activate Status-Change Coding Activate Collaborate Restrict report privileges Disable Option Menu Description If your Virtual Contact Center tenant has been configure to interoperate with a thirdparty CRM system, then enable Activate Push2Dial to enable the third-party CRM to use the Virtual Contact Center to make outbound dials through that CRM's interface. For more information about integrating Virtual Contact Center with third-party CRM systems, see Configuring the Contactual CRM with the CRM Page, on page 143. If your Virtual Contact Center includes Status Change Coding, select Activate Status Change Coding to apply a status code when the agent changes his or her status. For more information about defining status codes for your Contactual tenant, see Status Codes - Overview, on page 220. To enable the Agent to use the Collaborate feature to connect to customer computers for purposes of providing hands-on assistance, select Activate Collaborate. To restrict the data a Supervisor sees in historical reports to the groups and queues the Supervisor monitors, or is a member of. If enabled, disables Option menu from the Agent Console control panel during an interaction. Specifying Queues and Groups to Supervise with the Monitoring Tab Use the Monitoring tab to select which queues and groups the selected agent supervisor has permission to monitor. Perform the following procedure to activate Agent Supervisor features for this agent, then display the Monitoring tab. To enable supervising ability for an agent: 1. In the Configuration menu click Agents. Configuration Manager displays a list of agents (Figure 23). 2. In the list of agents, select an agent and click Edit. By default, the Configuration Manager displays the Personal tab. 3. In the Agents details page click the Access tab. 4. Check the option 'This agent is supervisor' in the 'Access Rights' area. Version 7.0 Rev

59 Figure 27: Agents page, Access tab To specify groups and queues to supervise: 1. Select an agent and click Edit. 2. Click Monitoring tab. The monitoring assignment page for the agent is displayed. Figure 28: Agent Supervisor Monitoring Tab The entries can be expanded by clicking on the + sign. For example, clicking + sign besides the Queues to Supervise takes you to : Figure 29: Monitoring Queues Expanded Version 7.0 Rev

60 To handle large sets of data, if there are more than 20 entries, sub groups of 20 records are automatically created. For example in the screen shot below, the groups to supervise are placed under 2 folders [1-20] and [21-22]. Figure 30: Monitoring large sets of data 3. Select the queues and groups this Agent Supervisor has permission to monitor. 4. Click Save to apply the settings. Summary of Monitoring Tab Options Table 18 summarizes the options available in the Agents page, Monitoring tab. Table 18: Summary of Agents page, Monitoring tab options Agents page, Monitoring tab option Queues to Supervise Groups to Supervise Description Select the Virtual Contact Center Queues you want this agent supervisor to supervise. Select the Virtual Contact Center Groups you want this agent supervisor to supervise. Version 7.0 Rev

61 Specifying the Percentage of Agent Interactions to Record with the Recording Tab Use the Recording tab to specify the percentage of inbound, outbound, and direct agent access Phone interactions to record. To display the Recording tab: 1. In the Configuration menu click Agents. Configuration Manager displays a list of agents (Figure 23). 2. In the list of agents, click Edit, then click the Recording tab. Figure 31: Agents page, Recording tab Summary of Recording Tab Options Table 19 summarizes the options available in the Agents page, Recording tab. Table 19: Summary of Agents page, Recording tab options Recording tab option Description % of inbound calls Type the percentage of inbound calls to this agent you want the Virtual Contact Center to record. % of outbound calls Type the percentage of outbound calls from this agent you want the Virtual Contact Center to record. % of direct agent access calls If direct agent access is enabled for this agent, type the percentage of direct agent access calls to this agent you want the Virtual Contact Center to record. For more information about direct agent access, see Table 17 Version 7.0 Rev

62 Downloading Agent Recording Files This topic contains the following sections: Overview of Downloading Agent Recording Files Configuring a Secure FTP Client Using FileZilla to Download Audio Files Using Core FTP LE to Download Audio Files Browsing and Locating Recording Files Overview of Downloading Agent Recording Files You can use any secure FTP client to download recorded agent interactions from your Contactual tenant. For information about recording agent interactions, see Specifying the Percentage of Agent Interactions to Record with the Recording Tab, on page 51. Configuring a Secure FTP Client Contactual has validated the use of the following two secure FTP clients, both available at no charge to download agent recording files: FileZilla, available from Core FTP LE, available from Table 20lists the information you will need to configure an FTP client to access the audio files directory on your Contactual tenant. Version 7.0 Rev

63 Table 20: List of secure FTP configuration requirements FTP Setting Description Host name In the United States, type ftps.mycontactual.com In Canada, type ftps.mycontactual.ca In the United Kingdom, type ftps.mycontactual.co.uk Username Password The username you type in the Configuration Manager User Name text entry area. For example, if you log in to the Configuration Manager as ExampleName, then type the same username in your FTP client. The password you specified in, Home page, Profile tab, SFTP Password text entry areas. Using FileZilla to Download Audio Files Figure 32 illustrates the FileZilla 3 settings used to connect to the Configuration Manager agent recording directory. Figure 32: FileZilla 3 Site Manager, secure FTP settings for a Contactual tenant In your FileZilla Site Manager, refer to Table 20for information about the User and Password text entry areas. Version 7.0 Rev

64 Using Core FTP LE to Download Audio Files Figure 32 illustrates the Core FTP LE 2 settings used to connect to the Configuration Manager agent recordings directory. Figure 33: Core FTP LE 2 Site Manager, secure FTP settings for a Contactual tenant In your Core FTP LE 2 Site Manager, refer to Table 20for information about the User and Password text entry areas. Browsing and Locating Recording Files A Contactual tenant stores each day's recording files in a time-stamped directory named Syyyymmdd, where yyyy specifies the year, mm specifies the month, and dd specifies the day. Each time-stamped directory contains: One time-stamped, comma-separated values (CSV) index file named Iyyyymmdd.csv, where I indicates index. Version 7.0 Rev

65 One or more time-stamped WAV audio files named Ryyyymmddtttttt.wav, where R indicates recording, and the timestamp includes the date and 24-hour UTC time tttttt when the file was recorded. Each CSV index file lists the following information about that day's agent recording files: CALL TYPE START TIME, STOP TIME AGENT NAME "CUSTOMER NUMBER" PHONE CHANNEL, CALLED NUMBER CASEID DURATION FILENAME You can view the CSV index file in most spreadsheet programs including Microsoft Excel or OpenOffice Calc. Version 7.0 Rev

66 Creating and Configuring Queues with the Queues Page Use the Queues summary page to select a queue to add, edit, or delete. To access the Queues pages: 1. In the Configuration menu click Queues to display a list of queues. Figure 34: Queues overview page 2. In the list of queues: Click Add to create a new queue. Click Edit to view or modify an existing queue. Click Delete to delete an existing queue. If you clicked Add or Edit, the Configuration Manager displays the queue's details page. Creating or Editing Phone Queues Configuring Contactual CRM Phone queues consists of the following tasks: Editing Phone Queue Preferences with the Properties Tab Selecting Phone Queue Members with the Members Tab Configuring Phone Queue Voice Mail with the Voice Mail Tab Configuring Phone Queue Interactions with the Interactions Tab Configuring Phone Queue Service Level Agreements (SLA) Version 7.0 Rev

67 Editing Phone Queue Preferences with the Properties Tab Use the Phone Queue, Properties tab to specify the primary properties of the phone queue. To display the Properties tab: 1. In the Configuration menu click Queues. Configuration Manager displays a list of queues (Figure 34). 2. In the list of phone queues, click Edit, then click the Properties tab. Figure 35: Phone queue page, Properties tab Summary of Phone Queue Properties Tab Options Table 21 summarizes the options available in the Phone Queues page, Properties tab. Version 7.0 Rev

68 Table 21: Summary of Queues page, Properties tab options Properties tab option Queue type Queue name Description Read-only reminder of the type of queue. Type the name of the queue. Default Priority Choose the priority for this queue, where 1 specifies lowest priority and 10 specifies highest priority. Transfer Incoming Calls To By default, Virtual Contact Center prioritizes the four types of queues as follows: Phone = 8 (highest default priority) Chat = 6 Voic = 4 = 2 (lowest default priority) To have the Virtual Contact Center transfer phone interactions from this queue to an external telephone number (one not being managed by the contact center), select Transfer Incoming Calls To then type the external telephone number as follows: In the United States: 1+three-digit area code+seven-digit phone number In the United States, when typing numbers into Agent Console text entry areas, always preface the area code with 1. Outside the United States: Country Code+phone number May contain optional dashes, spaces, or parentheses Post Processing Timeout Voice Recording % Waiting Music Choose how much time Virtual Contact Center waits before assigning a new interaction from the queue to an agent who has just completed an interaction. The post processing timeout enables agents servicing the selected queue to perform any necessary post-interaction tasks before receiving a new interaction. Choose Manual to enable agents assigned to this queue to use their Contactual Agent Console to explicitly make themselves available for new interactions. Type the integer percentage of interactions from this queue recorded by the Virtual Contact Center. Choose the audio file played when a caller must wait for an agent to become available. The Waiting Must lists all files defined in the Audio Files tab. For more Version 7.0 Rev

69 Properties tab option Description information about the Audio Files tab, see Configuring Recorded Greetings with the Audio Files Tab, on page 16. Selecting Phone Queue Members with the Members Tab Use the Phone Queue, Members tab to add or remove agents from the list of the queue's members. To display the Members tab: 1. In the Configuration menu click Queues. Configuration Manager displays a list of queues (Figure 34). 2. In the list of phone queues, click Edit, then click the Members tab. Figure 36: Phone queue page, Members tab Summary of Phone Queue Members Tab Options Table 22 summarizes the options available in the Phone Queue page, Members tab. Version 7.0 Rev

70 Table 22: Summary of Phone Queue page, Members tab options Phone queue, Members option Agent list Skill Level Enabled Description For the selected queue, in the list of agents: Select the Agent List header to add all agents to the queue Select an individual agent to add that agent to the queue Choose High, Medium, or Low. Virtual Contact Center Skill Based Routing assigns an agent with a higher skill level to an interaction before an agent with a lower skill level. To activate routing of interactions from this queue to an agent that has been assigned to the queue, select Enabled. Configuring Phone Queue Voice Mail with the Voice Mail Tab Use the Phone Queue, Voice Mail tab to configure the Voice Mail behaviors for the selected queue. To display the Voice Mail tab: 1. In the Configuration menu click Queues. Configuration Manager displays a list of queues (Figure 34). 2. In the list of phone queues, click Edit, then click the Voice Mail tab. Figure 37: Phone queue page, Voice Mail tab Version 7.0 Rev

71 Summary of Phone Queue Voice Mail Tab Options Table 23 summarizes the options available in the Phone Queue page, Voice Mail tab. Table 23: Summary of Phone Queue page, Voice Mail tab options Phone Queue, Voice Mail tab option Enable Voice Mail Force Voice Mail after Voice Mail Message Route Voice Mail to queue Description Select to enable Voice Mail for this Phone Queue. Choose how much time Virtual Contact Center permits a caller to wait before redirecting the call to an Virtual Contact Center Voice Mail Queue. Choose the recorded message Virtual Contact Center plays when redirecting a caller to a Voice Mail queue. Choose an Virtual Contact Center voice mail queue. Configuring Phone Queue Interactions with the Interactions Tab If you are using the Contactual CRM, use the Phone Queue, Interactions tab to customize how the selected queue prioritizes specific types of interactions. To display the Interactions tab: 1. In the Configuration menu click Queues Configuration Manager displays a list of queues (Figure 34). 2. In the list of phone queues, click Edit, then click the Interactions tab. Figure 38: Phone queue, Interactions tab Summary of Phone Queue Interactions Tab Options Table 24 summarizes the options available in the Phone Queue page, Interactions tab. Version 7.0 Rev

72 To use the Interactions feature, you must be using the Contactual CRM. Table 24: Summary of Phone Queue page, Interactions tab options Interactions tab option Set default interaction priority within the queue Add, Edit, Delete If the value of the field equals set interaction priority to Enable priority routing rule Description To customize the priority for specific types of interactions within this queue, choose a non-default priority level, then in the condition area, specify the conditions that will receive the non-default priority. In the list, 1 equals lowest default interaction priority, 100 equals highest interaction priority. Click to create modify, or remove an interaction priority rule. Choose a Contactual CRM field definition. Your choice enables the options available in the equals list, described in the next table row. For more information about Contactual CRM fields, see Add Customer and Case Fields with the Custom Fields Tab, on page 143. Choose a field value from the list. The choice in the if the value of the field list, described in the preceding table row, determines the choices available in the equals list. Choose the interaction priority applied when the conditions specified in the if the value of the field list and equals lists is true. Select to enable Virtual Contact Center the rule. Configuring Phone Queue Service Level Agreements (SLA) Use the Phone Queue, Service Level Agreement (SLA) tab to send an message when contact center falls below a specific threshold. To display the SLA tab: 1. In the Configuration menu click Queues. Configuration Manager displays a list of queues (Figure 34). 2. In the list of phone queues, click Edit, then click the SLA tab. Version 7.0 Rev

73 Figure 39: Phone queue, SLA tab Summary of Phone Queue SLA Tab Options Table 25 summarizes the options available in the Phone Queue page, SLA tab. Table 25: Summary of Phone Queue page, SLA tab options SLA tab option % of calls should be processed within Evaluate service level every Send notification to Description To specify the Service Level Agreement (SLA) threshold for the selected queue: 1. In the % of calls text entry area, type a percentage value as an integer from 0 to 100-percent. 2. In the processed within text entry area, type an integer number. Choose the units of time specified by this value in the next step. 3. In the units of time list, choose the time unit specified by the processed within text entry area. Valid time intervals are: For Phone and Chat queues, Seconds, Minutes, or Hours For and Voice Mail queues, Minutes or Hours Choose how frequently Virtual Contact Center compares the queue's performance to the SLA threshold specified for the queue. Type one or more comma-separated addresses that should receive notifications from the Virtual Contact Center if the queue's performance level has fallen below the performance threshold specified for the queue. Configuring Queues Configuring Virtual Contact Center queues consists of the following tasks: Configuring Queue Preferences with the Properties Tab Selecting Queue Agent Members with the Members Tab Version 7.0 Rev

74 Configuring Message Priorities with the Interactions Tab Configuring Phone Queue Service Level Agreements (SLA) Configuring Queue Preferences with the Properties Tab Use the Queue, Properties tab to specify the primary properties of the queue. To display the Properties tab: 1. In the Configuration menu click Queues. Configuration Manager displays a list of queues (Figure 34). 2. In the list of queues, click Edit, then click the Properties tab. Figure 40: queue, Properties tab Summary of Queue Properties Tab Options Table 26 summarizes the options available in the Queue page, Properties tab. Version 7.0 Rev

75 Table 26: Summary of Queue page, Properties tab options Queue Properties tab option Description Queue type Queue name Read-only reminder of the type of queue. Type the name of the queue. Default priority Choose the priority for this queue, where 1 specifies lowest priority and 10 specifies highest priority. processing timeout Queue Signature By default, Virtual Contact Center prioritizes the four types of queues as follows: Phone = 8 (highest default priority) Chat = 6 Voic = 4 = 2 (lowest default priority) Choose how much time Virtual Contact Center waits before assigning a new interaction from the queue to an agent who has just completed an interaction. The post processing timeout enables agents servicing the selected queue to perform any necessary post-interaction tasks before receiving a new interaction. Choose Manual to enable agents assigned to this queue to use their Agent Console to explicitly make themselves available for new interactions. Type the default signature appended to all responses sent by an agent in response to an interaction. Selecting Queue Agent Members with the Members Tab Use the Queue, Members tab to add or remove agents from the list of the queue's members. To display the Members tab: 1. In the Configuration menu click Queues. Configuration Manager displays a list of queues (Figure 34). 2. In the list of queues, click Edit, then click the Members tab. Version 7.0 Rev

76 Figure 41: queue, Members tab Summary of Queue Members Tab Options Table 27summarizes the options available in Queue page, Members tab. Table 27: Summary of Queue page, Members tab options Queue page, Members option Agent list Skill Level Enabled Description For the selected queue, in the list of agents: Select the Agent List header to add all agents to the queue Select an individual agent to add that agent to the queue Choose High, Medium, or Low. Virtual Contact Center Skill Based Routing assigns an agent with a higher skill level to an interaction before an agent with a lower skill level. To activate routing of interactions from this queue to an agent that has been assigned to the queue, select Enabled. Configuring Message Priorities with the Interactions Tab If you are using the Contactual CRM, use the Queue, Interactions tab to customize how the selected queue prioritizes specific types of interactions. To display the Interactions tab: 1. In the Configuration menu click Queues. Configuration Manager displays a list of queues (Figure 34). 2. In the list of phone queues, click Edit, then click the Interactions tab. Version 7.0 Rev

77 Figure 42: queue, Interactions tab Summary of Queue Interactions Tab Options Table 28 summarizes the options available in the Queue page, Interactions tab. Table 28: Summary of Queue page, Interactions tab options Queue, Interactions tab option Add If the value of the field equals set interaction priority to Enable priority routing rule Description Choose the default priority for interactions in this queue. In the list, 1 equals lowest default interaction priority, 100 equals highest interaction priority. Click to create modify, or remove an interaction priority rule. Choose a Contactual CRM field definition. Your choice enables the options available in the equals list, described in the next table row. For more information about Contactual CRM fields, see Add Customer and Case Fields with the Custom Fields Tab, on page 143. Choose a field value from the list. The choice in the if the value of the field list, described in the preceding table row, determines the choices available in the equals list. Choose the interaction priority applied when the conditions specified in the if the value of the field list and equals lists is true. Configuring Queue Service Levels with the SLA Tab Use the Queue, Service Level Agreement (SLA) tab to send an message when contact center falls below a specific threshold. To display the SLA tab: Version 7.0 Rev

78 1. In the Configuration menu click Queues. Configuration Manager displays a list of queues (Figure 34). 2. In the list of queues, click Edit, then click the SLA tab. Figure 43: Queue, SLA tab Summary of Queue SLA Tab Options Table 29 summarizes the options available in the Queue page, SLA tab. Table 29: Summary of Queue page, SLA tab options SLA tab option % of calls should be processed within Evaluate service level every Send notification to Description To specify the Service Level Agreement (SLA) threshold for the selected queue: 1. In the % of calls text entry area, type a percentage value as an integer from 0 to 100-percent. 2. In the processed within text entry area, type an integer number. Choose the units of time specified by this value in the next step. 3. In the units of time list, choose the time unit specified by the processed within text entry area. Valid time intervals are: For Phone and Chat queues, Seconds, Minutes, or Hours For and Voice Mail queues, Minutes or Hours Choose how frequently Virtual Contact Center compares the queue's performance to the SLA threshold specified for the queue. Type one or more comma-separated addresses that should receive notifications from the Virtual Contact Center if the queue's performance level has fallen below the performance threshold specified for the queue. Version 7.0 Rev

79 Configuring Chat Queues Configuring a Contactual CRM Chat queue consists of the following tasks: Configuring Chat Queue Preferences with the Properties Tab Selecting Chat Queue Agent Members with the Members Tab Configuring Chat Queue Greetings with the ICR Tab Configuring Chat Queue Message Priorities with the Interactions Tab Configuring Chat Queue Service Levels with the SLA Tab Configuring Chat Queue Fallback with the Tab Configuring Chat Queue Preferences with the Properties Tab Use the Chat Queue, Properties tab to specify the primary properties of the chat queue. To display the Properties tab: 1. In the Configuration menu click Queues. Configuration Manager displays a list of queues (Figure 34). 2. In the list of queues, click Edit, then click the Properties tab. Figure 44: Chat queue, Properties tab Version 7.0 Rev

80 Summary of Chat Queue Properties Tab Options Table 30 summarizes the options available in the Chat Queue page, Properties tab. Table 30: Summary of Chat Queue page, Properties tab options Chat Queue page, Properties tab option Description Queue type Queue name Read-only reminder of the type of queue. Type the name of the chat queue. Default priority Choose the priority for this queue, where 1 specifies lowest priority and 10 specifies highest priority. Queue description Post-processing timeout Incoming Channels By default, Virtual Contact Center prioritizes the four types of queues as follows: Phone = 8 (highest default priority) Chat = 6 Voic = 4 = 2 (lowest default priority) Type a description of the queue. Choose how much time Virtual Contact Center waits before assigning a new interaction from the queue to an agent who has just completed an interaction. The post processing timeout enables agents servicing the selected queue to perform any necessary post-interaction tasks before receiving a new interaction. Choose Manual to enable agents assigned to this queue to use their Agent Console to explicitly make themselves available for new interactions. In a Chat Channel definition, use the ICR Choices tab to associate the selected Chat Channel with a Queue. Selecting Chat Queue Agent Members with the Members Tab Use the Chat Queue, Members tab to add or remove agents from the list of the queue's members. To display the Members tab: 1. In the Configuration menu click Queues. Configuration Manager displays a list of queues (Figure 34). Version 7.0 Rev

81 2. In the list of chat queues, click Edit, then click the Members tab. Figure 45: Chat queue, Members tab Summary of Chat Queue Members Tab Options Table 31 summarizes the options available in the Chat Queue page, Members tab. Table 31: Summary of Chat Queue page, Members tab options Chat Queue, Members option Agent list Skill Level Enabled Description For the selected queue, in the list of agents: Select the Agent List header to add all agents to the queue Select an individual agent to add that agent to the queue Choose High, Medium, or Low. Virtual Contact Center Skill Based Routing assigns an agent with a higher skill level to an interaction before an agent with a lower skill level. To activate routing of interactions from this queue to an agent that has been assigned to the queue, select Enabled. Configuring Chat Queue Greetings with the ICR Tab Use the Chat Queue, Interactive Chat Response (ICR) tab to specify the message the Virtual Contact Center chat queue sends in response.to a new chat interaction request. The ICR tab allows you to specify a unique message for chat interactions received during open and during closed hours. To display the ICR tab: Version 7.0 Rev

82 1. In the Configuration menu click Queues. Configuration Manager displays a list of queues (Figure 34). 2. In the list of queues, click Edit, then click the ICR tab. Figure 46: Chat queue, ICR tab Summary of Chat Queue ICR Tab Options Table 32 summarizes the options available in the Chat Queue page, ICR tab. Version 7.0 Rev

83 Table 32: Summary of Chat Queue page, ICR tab options Chat Queue, ICR tab option Main Greeting Data to Collect Open Hours Schedule Alternative Greeting Description To enable the Main Greeting text entry area, in the Data to Collect list, choose the information the Virtual Contact Center prompts for in response to a new chat interaction. In the Main Greeting text entry area type the default greeting message sent by the Virtual Contact Center at the start of a new chat interaction. By default, Virtual Contact Center responds to a new chat interaction with the contents of the Main Greeting text entry area during both open and closed hours. To enable Virtual Contact Center to respond with an alternative greeting during closed hours of operation, select Open Hours Schedule, described later in this table. Choose the information the Virtual Contact Center prompts the user to supply when originating the new chat interaction. Choosing an entry enables the Main Greeting text entry area, described in the preceding table row. Select to enable the schedule area, then choose the hours of operation for the chat queue. If Open Hours Schedule is enabled, the Virtual Contact Center responds to new chat interactions with the greeting from the Main Greeting text entry area during open hours, and from the Alternative Greeting area during closed hours. To enable the Alternative Greeting text entry area, select Open Hours Schedule. In the Alternative Greeting text entry area type the greeting message sent by the Virtual Contact Center in response to a new chat interaction received during closed hours. Configuring Chat Queue Message Priorities with the Interactions Tab If you are using the Contactual CRM, use the Chat Queue, Interactions tab to customize how the selected queue prioritizes specific types of interactions. To display the Interactions tab: 1. In the Configuration menu click Queues. Configuration Manager displays a list of queues (Figure 34). 2. In the list of chat queues, click Edit, then click the Interactions tab Version 7.0 Rev

84 Figure 47: Chat queue, Interactions tab Summary of Chat Queue Interactions Tab Options Table 33 summarizes the options available in the Chat Queue page, Interactions tab. Table 33: Summary of Chat Queue page, Interactions tab options Chat Queue, Interactions tab option Add If the value of the field equals set interaction priority to Enable priority routing rule Description Choose the default priority for interactions in this queue. In the list, 1 equals lowest default interaction priority, 100 equals highest interaction priority. Click to create modify, or remove an interaction priority rule. Choose a Contactual CRM field definition. Your choice enables the options available in the equals list, described in the next table row. For more information about Contactual CRM fields, see Add Customer and Case Fields with the Custom Fields Tab, on page 143. Choose a field value from the list. The choice in the if the value of the field list, described in the preceding table row, determines the choices available in the equals list. Choose the interaction priority applied when the conditions specified in the if the value of the field list and equals lists is true. Version 7.0 Rev

85 Configuring Chat Queue Service Levels with the SLA Tab Use the Chat Queue, Service Level Agreement (SLA) tab to send an message when contact center falls below a specific threshold. To display the SLA tab: 1. In the Configuration menu click Queues. Configuration Manager displays a list of queues (Figure 34). 2. In the list of chat queues, click Edit, then click the SLA tab. Figure 48: Chat queue, SLA tab Summary of Chat Queue SLA Tab Options Table 34 summarizes the options available in the Chat Queue page, Service Level Agreement (SLA) tab. Version 7.0 Rev

86 Table 34: Summary of Chat Queue page, SLA tab options SLA tab option % of calls should be processed within Evaluate service level every Send notification to Description To specify the Service Level Agreement (SLA) threshold for the selected queue: 1. In the % of calls text entry area, type a percentage value as an integer from 0 to 100-percent. 2. In the processed within text entry area, type an integer number. Choose the units of time specified by this value in the next step. 3. In the units of time list, choose the time unit specified by the processed within text entry area. Valid time intervals are: For Phone and Chat queues, Seconds, Minutes, or Hours For and Voice Mail queues, Minutes or Hours Choose how frequently Virtual Contact Center compares the queue's performance to the SLA threshold specified for the queue. Type one or more comma-separated addresses that should receive notifications from the Virtual Contact Center if the queue's performance level has fallen below the performance threshold specified for the queue. Configuring Chat Queue Fallback with the Tab Use the Chat Queue, tab to offer overflow chat interactions the opportunity to leave an rather than continue waiting for a chat agent. To display the tab: 1. In the Configuration menu click Queues. Configuration Manager displays a list of queues (Figure 34). 2. In the list of chat queues, click Edit, then click the tab. Version 7.0 Rev

87 Figure 49: Chat queue, tab Summary of Chat Queue Tab Options Table 35 summarizes the options available in the Chat Queue page, tab. Version 7.0 Rev

88 Table 35: Summary of Chat Queue page, tab options Chat Queue page, tab option Enable Offer after Prompt Msg Sent Msg Send to Channel Force after office hours Enable survey when forcing after office hours Force header message Description Select to enable the Virtual Contact Center to offer overflow chat interactions the option of leaving an message rather than continue waiting. Select a time period from the menu to indicate how long a chat interaction must wait in the chat queue before being offered the option of leaving an message. Type the question the Virtual Contact Center asks the user when offering overflow chat interactions the option of leaving an message. For example, No agents are available, Would you like to send an ? Type the confirmation message the Virtual Contact Center sends after receiving an message from an overflow chat interaction. For example, Thank you, your has been sent. Select the destination Channel to send messages sent from an overflow chat interaction. Select to automatically direct the user to leave an message whenever the chat queue's is closed for business. For more information about configuring chat queue hours of operation, see Summary of Chat Queue ICR Tab Options, on page 72 If Force after office hour is selected, select Enable survey when force to offer the overflow chat interaction the opportunity to complete a customer chat survey. This requires the chat survery to be set up in the Support Center. For information on setting up chat survey in the Support Center see See "Summary of Support Center Properties Tab Options" on page 159. If Force after office hour is selected, type the header of messages sent. For example, a chat interaction could not be serviced because it was received during closed hours. Configuring Voice Mail Queues Configuring an Virtual Contact Center Voice Mail queue consists of the following tasks: Configuring Voice Mail Queue Preferences with the Properties Tab Selecting Voice Mail Agent Members with the Members Tab Version 7.0 Rev

89 Configuring Voice Mail Queue Greetings with the IVR Tab Configuring Voice Mail Queue Message Priorities with the Interactions Tab Configuring Voice Mail Service Levels with the SLA Tab Configuring Voice Mail Queue Preferences with the Properties Tab Use the Voice Mail Queue, Properties tab to specify the primary properties of the voice mail queue. To display the Properties tab: 1. In the Configuration menu click Queues. Configuration Manager displays a list of queues (Figure 34). 2. In the list of voice mail queues, click Edit, then click the Properties tab. Figure 50: Voice Mail queue, Properties tab Summary of Voice Mail Queue Properties Tab Options summarizes the options available in the Voice Mail Queue page, Properties tab. Version 7.0 Rev

90 Table 36: Summary of Voice Mail Queue page, Properties tab options Voice Mail Queue, Properties tab option Description Queue type Queue name Read only reminder of the type of queue. Type the name of the voice mail queue. Default priority Choose the priority for this queue, where 1 specifies lowest priority and 10 specifies highest priority. Post-processing timeout By default, Virtual Contact Center prioritizes the four types of queues as follows: Phone = 8 (highest default priority) Chat = 6 Voic = 4 = 2 (lowest default priority) Choose how much time Virtual Contact Center waits before assigning a new interaction from the queue to an agent who has just completed an interaction. The post processing timeout enables agents servicing the selected queue to perform any necessary post-interaction tasks before receiving a new interaction. Choose Manual to enable agents assigned to this queue to use their Agent Console to explicitly make themselves available for new interactions. Selecting Voice Mail Agent Members with the Members Tab Use the Voice Mail Queue, Members tab to add or remove agents from the list of the queue's members. To display the Members tab: 1. In the Configuration menu click Queues. Configuration Manager displays a list of queues (Figure 34). 2. In the list of voice mail queues, click Edit, then click the Members tab. Version 7.0 Rev

91 Figure 51: Voice Mail queue, Members tab Summary of Voice Mail Queue Members Tab Options Table 37 summarizes the options available in the Voice Mail Queue page, Members tab. Table 37: Summary of Chat Queue page, Members tab options Voice Mail queue, Members option Agent list Skill Level Enabled Description For the selected queue, in the list of agents: Select the Agent List header to add all agents to the queue Select an individual agent to add that agent to the queue Choose High, Medium, or Low. Virtual Contact Center Skill Based Routing assigns an agent with a higher skill level to an interaction before an agent with a lower skill level. To activate routing of interactions from this queue to an agent that has been assigned to the queue, select Enabled. Configuring Voice Mail Queue Greetings with the IVR Tab Use the Voice Mail Queue, IVR tab to configure the voice mail greeting and options for the voice mail queue. To display the Members tab: 1. In the Configuration menu click Queues. Configuration Manager displays a list of queues (Figure 34). 2. In the list of voice mail queues, click Edit, then click the IVR tab. Version 7.0 Rev

92 Figure 52: Voice Mail Queue page, IVR tab Summary of Voice Mail Queue IVR Tab Options Table 38 summarizes the options available in the Voice Mail page, IVR tab. Table 38: Summary of Voice Mail page, IVR tab options Voice Mail Queue, IVR tab option Voice Mail Delivery Message Play Upload Custom Delete Voice Mail Send Voice Mail by Description Select the message Virtual Contact Center plays to inform an Agent that a voice mail message is waiting in the queue. Click Play to play the currently selected voice mail delivery message. Click Upload Custom to upload a custom voice mail delivery message. To enable the Delete Voice Mail list, use Upload Custom to upload a custom voice mail delivery message. To delete a queued voice mail message after the agent hangs up, choose On hang up To delete a queued voice mail message after the agent presses the telephone's * key, choose On agent confirmation To enable the Send Voice Mail by list, use Upload Custom to upload a custom voice mail delivery message. To never send a queued voice mail message to an agent as an attachment, choose Never To enable an agent to request that Virtual Contact Center send a queued voice mail message as an attachment, choose On request To always send a queued voice mail message to an agent as an attachment, choose Always Version 7.0 Rev

93 Configuring Voice Mail Queue Message Priorities with the Interactions Tab If you are using the Contactual CRM, use the Voice Mail Queue, Interactions tab to customize how the selected queue prioritizes specific types of interactions. To display the Interactions tab: 1. In the Configuration menu click Queues. Configuration Manager displays a list of queues (Figure 34). 2. In the list of voice mail queues, click Edit, then click the Interactions tab. Figure 53: Voice Mail queue, Interactions tab Summary of Voice Mail Queue Interactions Tab Options Table 39 summarizes the options available in the Voice Mail Queue page, Interactions tab. Version 7.0 Rev

94 Table 39: Summary of Voice Mail page, Interactions tab options Voice Mail Queue, Interactions tab option Add If the value of the field equals set interaction priority to Enable priority routing rule Description Choose the default priority for interactions in this queue. In the list, 1 equals lowest default interaction priority, 100 equals highest interaction priority. Click to create modify, or remove an interaction priority rule. Choose a Contactual CRM field definition. Your choice enables the options available in the equals list, described in the next table row. For more information about Contactual CRM fields, see Add Customer and Case Fields with the Custom Fields Tab, on page 143. Choose a field value from the list. The choice in the if the value of the field list, described in the preceding table row, determines the choices available in the equals list. Choose the interaction priority applied when the conditions specified in the if the value of the field list and equals lists is true. Configuring Voice Mail Service Levels with the SLA Tab Use the Voice Mail Queue, Service Level Agreement (SLA) tab to send an message when contact center falls below a specific threshold. To display the SLA tab: 1. In the Configuration menu click Queues. Configuration Manager displays a list of queues (Figure 34). 2. In the list of voice mail queues, click Edit, then click the SLA tab. Version 7.0 Rev

95 Figure 54: Voice Mail queue, SLA tab Summary of Voice Mail Queue SLA Tab Options Table 40 summarizes the options available in the Voice Mail Queue page, SLA tab. Table 40: Summary of Voice Mail Queue page, SLA tab options SLA tab option % of calls should be processed within Evaluate service level every Send notification to Description To specify the Service Level Agreement (SLA) threshold for the selected queue: 1. In the % of calls text entry area, type a percentage value as an integer from 0 to 100-percent. 2. In the processed within text entry area, type an integer number. Choose the units of time specified by this value in the next step. 3. In the units of time list, choose the time unit specified by the processed within text entry area. Valid time intervals are: For Phone and Chat queues, Seconds, Minutes, or Hours For and Voice Mail queues, Minutes or Hours Choose how frequently Virtual Contact Center compares the queue's performance to the SLA threshold specified for the queue. Type one or more comma-separated addresses that should receive notifications from the Virtual Contact Center if the queue's performance level has fallen below the performance threshold specified for the queue. Configuring Voice Mail Notification By default voice mails are queued and offered to the next available agent. Configure the Voice Mail Queue Notification Tab, to instruct the Agent Console to send a voic as a Version 7.0 Rev

96 wave file attachment directly to an address. With this setup agent do not have to retrieve the voic from queue. Additional option on the Notification tab allows configuration to automatically remove the voic from queue. To enable this functionality in the Notification tab: 1. In the Configuration menu click Queues. Configuration Manager displays a list of queues (Figure 34). 2. In the list of voice mail queues, click Edit, then click the Notification tab. Figure 55: Voice Mail Queue, Notification Tab Summary of Voice Mail Notification Tab Table 41summarizes the options available in the Agents page, Access tab, CRM Access Rights area. Table 41: Summary of Agents page,notification Tab Options, Contactual CRMNotification Rights Notification Tab Option Enabled Description To enable notification of voice mail by regardless of the agent status. Addresses Delete from Queue To send attachments of voice mail to the specified addresses. If enabled, automatically removes the voice mail from the queue after sending the attachments. If disabled, sends a voice mail to the specified address and forwards it to the voice mail queue. When the agent logs into the Agent Console, the voice mail is presented in the queue. Version 7.0 Rev

97 Configuring Voice, , and Chat Channels with the Channels Page Use the Channels summary page to select a channel to add, edit, or delete. To access the Channels pages: 1. In the Configuration menu click Channels to display a list of channels. Figure 56: Channels overview page 2. In the list of channels: Click Add to create a new or chat channel. Click Edit to view or modify an existing channel. Click Delete to delete an existing or chat channel. If you clicked Add or Edit, the Configuration Manager displays the channel's details page. In the channels details page, tabs enable you to completely configure the channel. Configuring Phone Channels Phone Channels in the Virtual Contact Center define phone numbers that your customers use to call your contact center. Phone channels can only be added or removed from your Virtual Contact Center tenant by a Virtual Contact Center representative. The representative coordinates the acquisition and routing of the phone number to the 8x8 platform that hosts your tenant. Version 7.0 Rev

98 Configuring Phone Channel Preferences with the Properties Tab Use the Phone Channel, Properties tab to specify the primary properties of the phone channel. To configure a phone channel's properties: 1. In the Configuration menu click Channels. Configuration Manager displays a list of channels (Figure 56). 2. In the list of phone channels, click Edit. Figure 57: Phone channel page, Properties tab 3. Enter or select options for a phone channel. a. Channel Name b. Display Phone format c. Use script from channel 4. Check the option to enable the channel. 5. Click Save. Summary of Phone Channel Properties Tab Options Table 42 summarizes the options available in the Phone Channel page, Properties tab. Version 7.0 Rev

99 Table 42: Summary of Phone Channel page, Properties tab options Phone Channel, Properties tab option Channel type Phone Number Channel name Display phone format Use script from channel Description Read only reminder of the type of channel. Read-only reminder of the channel's phone number. Contactual defines your phone numbers when it provisions your Virtual Contact Center tenant. Type the name of this phone channel. The Agent Console displays the channel name when the agent receives an incoming phone interaction. Select the display format the Agent Console uses to display inbound phone numbers. Select: US standard [x-xxx-xxx-xxxx], default Agent Console display mode. US short [xxx-xxxx] Australian (6 digits) [xx-xx-xx] Australian (8 digits) [xxxx-xxxx] Australian (10 digits) [xx-xxxx-xxxx] French standard [xx-xx-xx-xx-xx] No format [*] If you have more than one phone channel, choose another channel's previously defined IVR script. Choose Copy to place a copy of the script into this channel's IVR Script definition tab. Changes made to the other channel's IVR script will not appear in the copied IVR script. Choose Link to to run another channel's IVR Script definition in this channel. Changes made to the other channel's IVR Script apply to both channels. This channel is enabled Select to place this channel definition into service. Scripting Phone Channel Greetings and Options with the IVR Script Tab Use the Phone Channel, IVR Script tab to create or edit the Interactive Voice Response (IVR) script used to guide the inbound caller through the options offered by the contact center. Version 7.0 Rev

100 To display the Properties tab: 1. In the Configuration menu click Channels. Configuration Manager displays a list of channels (Figure 56). 2. In the list of phone channels, click Edit, then click the IVR Script tab. Figure 58: Phone Channel page, IVR Script tab Overview of IVR Script Objects and Operation IVR scripts define how the Virtual Contact Center processes an inbound phone interaction. The contact center administrator, guided by the center's business requirements, constructs an IVR script by choosing scripting objects to define the automated processing of your inbound calls. Types of IVR Script Objects IVR scripts consist of an ordered series of script objects. Each script object includes Parameters and Exit Points. Version 7.0 Rev

101 Overview of Script Object Parameters Parameters are an object s instruction set. For example, and depending on the purpose of the object, parameters define which schedule to use, which voice prompt to play, or Contactual CRM data to evaluate. The first parameter of all objects is its Label parameter. Each object's Label parameter uniquely identifies that object within the IVR script. Overview of Script Object Exit points Exit points are an object s response to the conditions detected by the object s parameters. Exit points enable an object to perform different actions in response to differing conditions. For example, an object can route or otherwise process an interaction in one way when the contact center is open, and process the interaction a different way when the contact center is closed. When designing an IVR script, note that if a script's logic routes a phone interaction to a script object's exit point, and that exit point does not contain any script objects, then the Virtual Contact Center disconnects the interaction. Overview of IVR Script Operation When a new phone interaction arrives, the channel hands the call off to the top-level MainIVR script object. Beginning at MainIVR, the interaction begins flowing through the IVR script s objects. Each script object s parameters and exit points perform real-time processing of an interaction in response to conditions. Building a Simple Greeting and Routing Script, on page 108 illustrates a basic IVR script that plays a greeting message and forwards the call to a queue when the call center is open. If the call center is closed, the script notifies the caller and routes the interaction to an off hours voice mail queue. Summary of Phone Channel IVR Script Tab Options Table 43 summarizes the options available in the Phone Channel page, IVR tab. Version 7.0 Rev

102 Table 43: Summary of Phone Channel page, IVR tab options Phone Channel, IVR tab option Schedule Description Use the Schedule object to perform a particular sequence of IVR script operations when the contact center is either open or closed. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script. Labels can contain a maximum of 21 characters and must be unique within an IVR script. In the Select schedule list, choose a schedule definition. Exit points: The Schedule object uses the value of Select schedule to transfer control to the script sequence specified within the following exit points: open equals true if the phone interaction has been received within the selected schedule's open hours. closed equals true if the phone interaction has been received outside the selected schedule's open hours. #1 through #6 equal true if the schedule specified in Select schedule includes an exception condition, numbered 1 through 6, and today's date is within the exceptions from and to dates. Menu For more information about creating schedules, see Specifying Hours of Operation with the Schedules Tabs, on page 19. Use the Menu object to present a list of options to the caller. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script. Labels can contain a maximum of 21 characters and must be unique within an IVR script. In the Invite message list, choose the audio file the IVR script plays to offer menu options to a caller. In the Invalid message list, choose the audio file the IVR script plays if the caller responds to the prompt with an invalid entry. In the Empty message list, choose the audio file the IVR script plays if the caller does not respond to an IVR menu prompt within 10-seconds. In a Menu script object, the Empty message parameter and the empty exit point (described below) are mutually exclusive: If you configure the empty exit point, then the Menu object will not play the audio file specified in the Empty message list. Version 7.0 Rev

103 Phone Channel, IVR tab option Description Exit points: The Menu object contains the following labeled exit points: 0-9, *, # label the script operations performed after the caller has pressed the corresponding key on his or her telephone's keypad. extension contains the script operations performed if the caller supplies a valid 3-digit extension number. The Virtual Contact Center permits only Agents with the Direct Agent Access Feature enabled to be directly accessed by extension number. empty contains the script operations performed if the caller does not respond to an IVR menu prompt within 10-seconds, and the empty exit point of the Menu object is not configured. In a Menu script object, the empty exit point, and the Empty message parameter (described above) are mutually exclusive: If you configure the empty exit point, then the Menu object will not play the audio file specified in the Empty message list. too many invalid labels the script operations performed if the caller makes three invalid responses to the menu prompts. Invalid responses include three incorrect keypad entries or no response to the menu within 10-seconds. Version 7.0 Rev

104 Phone Channel, IVR tab option Check ANI Description Use the Check ANI object to use the phone number of the inbound caller to perform a lookup in the Contactual customers file. If a matching phone number is found in the Customer file, the record is loaded in memory and can be used to check the value of picklist fields to determine how to route the call. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script. Labels can contain a maximum of 21 characters and must be unique within an IVR script. In the contact found item, define the call processing steps to be performed if a Contactual CRM customer record was found In the contact not found item, define script call processing steps to be performed if a Contactual CRM customer record was not found Exit points: The Check ANI object uses the value of the caller's ANI phone number to transfer control to the script sequence specified within the following exit points: contact found equals true if the caller's phone number matches one in the Contactual CRM. contact not found equals true if the caller's phone number does not match one in the customer file. When using the Check ANI object both exit points should be configured. An exit point does not have any processing steps, and the object exits on that exit point the caller will be disconnected Version 7.0 Rev

105 Phone Channel, IVR tab option Get Value Description Use the Get Value object to request or require the caller to use his or her telephone's keypad to provide the following Contactual CRM data: A Contactual CRM customer AccountNumber A Contactual CRM CaseID A numeric Customer or Case custom field An external Variable1 or Variable2 that can then be passed to an external program for screen pops or integration with 3rd party or custom systems For more information about screen pop, see Configure Third-party CRM Message Popups with the Screen Pop Tab, on page 207. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script. Labels can contain a maximum of 21 characters and must be unique within an IVR script. In the Invite message list, choose the audio file the IVR script plays to prompt the caller to enter specific numerical information. In the Invalid message list, choose the audio file the IVR script plays if the caller responds to the invite message prompt with an invalid entry. In the Empty message list, choose the audio file the IVR script plays if the caller does not respond to the invite message prompt within 10- seconds. In the Data to collect list, select the CRM data to request or require from the user. Select Entry is mandatory to require that the user supply a valid response to the prompt before enabling them to proceed beyond the Get Value object. Exit points: The Get Value object uses the value of the caller's response to transfer control to the script sequence specified within the following exit points: found equals true if the caller's numerical entry matches the CRM data that was specified in the Data to Collect list. If Entry is Mandatory is disabled, or the value to be matched is stored in an external variable, the script exits. empty equals true if Entry is Mandatory is enabled, and the caller does not supply a value. too many invalid equals true if Entry is Mandatory is enabled and the caller made three incorrect attempts to supply a valid response. Version 7.0 Rev

106 Phone Channel, IVR tab option Voice Recording Settings Description If your Virtual Contact Center operates in jurisdictions which require seeking caller's permission before recording a call, the caller's choice must be able to override the queue and agent level recording settings as well as the agent's record on demand capability. Use the Voice Recording Settings object to determine the circumstances under which a call may be recorded. For more information on the usability of the object, refer to Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script. Labels can contain a maximum of 21 characters and must be unique within an IVR script. In the Permission to record, select one of the four options. o o o o Keep prior setting: Keep prior setting for automatic and agent initiated recording Not asked: No automatic recording but allow agent to initiate recording Granted: Follow Agent & Queue recording settings for automatic recording and allow agent to initiate recording Denied: No automatic recording and do not allow agent to initiate recording When Record % of calls is applicable then IVR, Queue and Agent voice recording percentages are applied. In the Automatic Call Recording, based on the settings in Permission to record, one of the following four options get automatically selected or you can select an option to override the default. o o o Keep prior setting: Keep prior setting for automatic recording Record this call: The current call is recorded Do not record this call: The current call is not automatically recorded o Record % of calls: IVR %, Queue % and Agent % probabilities are used to determine if the call is recorded automatically or not In the Allow agent to initiate recording, based on the settings in Permission to record, one of the following three options get automatically selected or you can select an option to override the default. Version 7.0 Rev

107 Phone Channel, IVR tab option Description o o o Keep prior setting: Keep prior setting for agent initiated recording Yes: Allow agent to initiate recording of this call No: Do not allow agent to initiate recording of this call Version 7.0 Rev

108 Phone Channel, IVR tab option Play Check Picklist Description Use the Play object to play an audio file in a particular location in the IVR script. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script. Labels can contain a maximum of 21 characters and must be unique within an IVR script. In the Played message list, choose the audio file the IVR script plays when at a specific location in the IVR script. Exit points: No exit points. Use the Check Picklist object to evaluate the value of a particular item from the CRM database. Perform a Check Picklist comparison after you have used the Check ANI or Get Value object to load a customer or case record into memory. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script. Labels can contain a maximum of 21 characters and must be unique within an IVR script. In the Data to test list, choose the picklist field to evaluate. In the Select operator list, choose the equal to or not equal to comparison operator. In the Select values list, choose the picklist values for the data element specified by the Data to test list, above. Exit points: The Check Picklist object transfers control to the script sequence specified within the following exit points: matched equals true if one of the selected values equals the value of a record in the Contactual CRM. not matched equals true if one of the selected values does not equal the value of a record in the Contactual CRM. Version 7.0 Rev

109 Phone Channel, IVR tab option Forward to agent Description If your Virtual Contact Center uses the direct agent access feature, in the Menu script object described earlier in this table, you can use the Forward to agent object to forward the caller to an agent's phone. The Forward to agent object does not function unless contained in the extension exit point of a Menu object. The Virtual Contact Center rings the agent's phone for the number of seconds specified in the Agents Page, Access tab, Voic and Prompting timeout list. For information about the Agents page, Access, tab, see Summary of Access Tab Options, on page 44. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script for the Forward to agent element. Labels can contain a maximum of 21 characters and must be unique within an IVR script. In the Message list, if agent voice mail is activated, then choose the audio file the IVR script plays immediately before forwarding the caller to the Agent's voic . In the Invalid Extension Message list, choose the audio file the IVR script plays if the caller supplies an invalid 3-digit agent extension.8 Exit points: The Forward to agent object uses the value of the extension entered by the caller to transfer control to the script sequence specified within the following exit points: resume equals true if the caller enters * instead of leaving a voice message. Use the resume label to transfer a caller who does not leave a message to another location in the IVR script. too many invalid equals true if the caller dials an invalid agent extension three times. Version 7.0 Rev

110 Phone Channel, IVR tab option Test Queue Description Use the Test Queue object to check the condition of a queue before entering a queue. Test queue provides a set of conditions which when met, triggers specified actions. The test queue object gives IVR designer a lot more routing and announcement flexibility by allowing testing queue status repeatedly. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script. Labels can contain a maximum of 21 characters and must be unique within an IVR script. In the Queue name list, choose the phone queue to test the condition. Use the Condition Matched area to determine routing choices based on Agent availability or queue performance. To route the call differently, or to provide the caller with choices when there is no qualified agent available to immediately accept the interaction, select there are no qualified agents waiting. To route the call differently, or to provide the caller with choices when there is no qualified agent logged in to immediately accept the interaction, select there are no qualified agents logged in. Qualified agents refer to agents set up to receive interactions from the queue specified in the Queue name list. To evaluate the condition of a selected queue, then route the call based on the Exit points: test results of that performance, select Enable queue tests below. Perform one or all of the following tests: there are calls in queue ahead of this call: Enter the maximum number of calls that can be ahead of the current call. there is a call in this queue that has been waiting longer than seconds: Enter the maximum time that a call in the queue has waited in the queue. the instantaneous expected wait-time calculation exceeds seconds: Enter a time duration in seconds. Test Queue has two exit points: Condition Matched Condition not Matched. The Test Queue object transfers control to the script sequence specified under the exit points based on the following test results: There are no qualified agents waiting in the queue Version 7.0 Rev

111 Phone Channel, IVR tab option Description There are no qualified agents logged in There are n number of calls in the queue ahead of this call where n is the number specified in the test. There is a call waiting longer than the specified time in the queue The instantaneous expected wait time calculation for a call exceeds the specified time. The expected-wait-time calculation is useful only when there are more than 20 qualified agents assigned to the queue and active. Mathematical uncertainty with fewer than 20 active, similarly skilled agents may produce unexpected results. One of the many ways the condition matched, or condition not matched exit point can be used is to trigger another test, or provide the caller with a choice of waiting in queue when no agent is available, or to leave a voic , or inform the caller of an approximate waiting time, and then forward to queue. For example, if there is a call in the queue that has waited longer than 120 seconds, you can insert the Play object under the Condition matched exit point to play a message informing the caller of an expected waiting time for the call to be answered. You can then use the Forward to Queue object to route the call to a queue. Version 7.0 Rev

112 Phone Channel, IVR tab option Forward to queue Description Use the Forward to queue object to forward a phone interaction to a specific phone queue. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script. Labels can contain a maximum of 21 characters and must be unique within an IVR script. In the Queue name list, choose the target phone queue to receive the call. For more information about modifying the default queue forwarding behavior, see the information about the Take the Overload path if area, below. Use the Take the Overload path if area to determine routing choices based on Agent availability or queue performance. To route the call differently, or to provide the caller with choices when there is no qualified agent available to immediately accept the interaction, select there are no qualified agents waiting. To route the call differently, or to provide the caller with choices when there is no qualified agent logged in to immediately accept the interaction, select there are no qualified agents logged in. Qualified agents means agents assigned to receive interactions from the queue specified in the Queue name list. To evaluate the selected queue's performance, then route the call based on the results of that performance, select Enable queue overload tests. If you selected Enable queue overload tests, then perform one or all of the following tests: there are calls in queue ahead of this call: Enter the maximum number of calls that can be ahead of the current call. there is a call in this queue that has been waiting longer than seconds: Enter the maximum time that a call in the queue has waited in the queue under test. the instantaneous expected wait-time calculation exceeds seconds: Enter a time duration in seconds. Exit points: The Forward to Queue object transfers control to the script sequence specified under the overload exit point as follows. There are no qualified agents waiting in the queue There are no qualified agents logged in There are n number of calls in the queue ahead of this call where n is the number specified in the test. Version 7.0 Rev

113 Phone Channel, IVR tab option Description There is a call waiting longer than the specified time in the queue The instantaneous expected wait time calculation for a call exceeds the specified time. The expected-wait-time calculation is useful only when there are more than 20 qualified agents assigned to the queue and active. Mathematical uncertainty with fewer than 20 active, similarly skilled agents may produce unexpected results. The overload exit point can be used to provide the caller with a choice of waiting in queue when no agent is available or to leave a voic . For example, in the Forward to Queue object's overload exit point, insert the Forward to voice mail object to route the call based on the caller s response to a prompt of the form "Press 1 to leave a message or remain on the line to speak to the next available agent"; if the caller does not press one, the script transfers the call to the queue specified in the Queue Name list. Version 7.0 Rev

114 Phone Channel, IVR tab option Forward to voice mail Description Use the Forward to voice mail object to transfer phone interactions to a selected voice mail queue. If the Forward to voice mail object is inserted under the overload exit point of a Forward to Queue object, the caller can choose between waiting in queue or transferring to voic . Parameters: In the Label text entry area type the label used to uniquely identify the element in the IVR Script. Labels can contain a maximum of 21 characters and must be unique within an IVR script. In Invite Message list, choose the audio file that directs the caller to press 1 to leave a voice mail message. The audio file must direct the caller to press 1 to leave a voice mail: No other number will work. If the Access to voice mail is mandatory option, described below, is selected, then the IVR script forcibly transfers the call to voice mail. In the Queue name list, choose the voice mail queue that receives calls transferred to voice mail. Select Access to voice mail is mandatory to have the IVR script forcibly transfer calls to the voice mail queue. Exit points: No exit points. Version 7.0 Rev

115 Phone Channel, IVR tab option Forward to External IVR Description Use the Forward to External IVR object to forward a phone interaction to an external IVR server. This redirects an incoming call to an external SIP URI address, or a phone number, which lands on an external IVR system. You can complete a self service authentication on an external IVR server, and resume the call as desired by the customer. The entry point for an incoming call remains the Virtual Contact Center IVR, with external IVR as an additional tree node within it. The object allows data exchange between the external IVR server, and thevirtual Contact Centerserver through a RESTful API interface. The data flow requires a SIP connection. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script. Labels can contain a maximum of 21 characters and must be unique within an IVR script. In the Phone number text entry area, type the complete phone number the IVR script dials when transferring a phone interaction. The Phone number text entry area accepts only the numeric characters 0-9. In the United States, phone numbers, must be of the form: 1+three-digit area code+seven-digit phone number In the United States, when typing numbers into text entry areas, always preface the area code with 1. Outside the United States, must be of the form: Exit points: Country Code+phone number Resume- Provides the capability to resume within thevirtual Contact Center IVR tree on detecting a hang-up event on the External IVR server, and redirects a call to a predefined or assigned destination. Version 7.0 Rev

116 Phone Channel, IVR tab option Forward to external number Description Use the Forward to external number object to forward a phone interaction to a phone number that is not managed by the Virtual Contact Center. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script. Labels can contain a maximum of 21 characters and must be unique within an IVR script. In the Phone number text entry area, type the complete phone number the IVR script dials when transferring a phone interaction. The Phone number text entry area accepts only the numeric characters 0-9. In the United States, phone numbers, must be of the form: 1+three-digit area code+seven-digit phone number In the United States, when typing numbers into text entry areas, always preface the area code with 1. Outside the United States, must be of the form: Country Code+phone number Label Goto Exit points: No exit points. Use the Label object in combination with the Goto object, described later in this table, to redirect call processing to any location in the IVR script. The Goto object redirects the interaction to the parameter of a Label object. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script. Labels can contain a maximum of 21 characters and must be unique within an IVR script. Exit points: No exit points. Use the Goto object to redirect the script to continue running at some labeled location in the script. Parameters: In the Destination list, choose a labeled script location. Exit points. No exit points. Version 7.0 Rev

117 Phone Channel, IVR tab option Hang up Default Termination Description Use the Hang up object to disconnect a phone interaction. The IVR disconnects a phone interaction if the call has not been forwarded to queue, voic or an external number, and the script flow contains no further script objects. In the Label text entry area type the alphanumeric label used to uniquely identify the element in the IVR Script. Labels can contain a maximum of 21 characters and must be unique within an IVR script. Exit points. No exit points. IVR tree has two primitives/nodes: Main IVR Default Terminating Node The default termination node is the last node in the IVR tree and cannot be deleted from the tree. You can add IVR primitives between these nodes only.default Termination node catches all calls that would drop on reaching a non terminating exit criterion such as Play or Label in the IVR script, and routes them with four exit options: Forward to Queue: Directs the call to a queue. Forward to Voice Mail: Directs the call to a voice mail queue. Forward to External Number: Forwards the call to an external phone number. Hang up : Terminates the call. Creating an Example IVR Script An IVR script plays audio files to prompt a caller for information, then uses the caller's responses to those prompts to route the interaction to a specified phone queue. The following procedures illustrate scripts that contain increasingly complex combinations of IVR script objects and control flow features: Building a Simple Greeting and Routing Script Creating Menus of Options Using Caller Information to Process Interactions Version 7.0 Rev

118 Before You Begin The procedures in this section assume that you have used the Configuration Manager to create: At least one phone queue. For information about creating phone queues, see Creating or Editing Phone Queues, on page 56 At least one voice mail queue. For information about creating voice mail queues, see Configuring Voice Mail Queues, on page 78. At least one contact center schedule. For information about creating schedules, see Specifying Hours of Operation with the Schedules Tabs, on page 19. Disabling the Phone Channel Before Editing the Script Best practice: Before editing an Virtual Contact Center IVR Script, select the phone channel's Own channel script and disable the IVR channel. To select the IVR script and disable the Phone channel: 1. Display the Phone channel's Properties tab. For information about the Channels Page, Phone channel Properties tab, see Configuring Phone Channel Preferences with the Properties Tab, on page In the Properties tab, in the Use script from channel list, choose Own channel script. 3. Clear This channel is enabled. 4. Click Save. The Virtual Contact Center applies the changes and display's the Phone channel's IVR Script tab. Building a Simple Greeting and Routing Script Perform the procedure in this section to build a simple IVR script that: Checks a schedule for the contact center's current hours of operation. Plays a greeting message to the caller. Version 7.0 Rev

119 If the contact center is open, routes the call to a queue If the contact center is closed, offers the caller the chance to leave a voice mail message. To select a schedule, play a greeting and route a call to a queue: 1. In the IVR Script tab, in the object selection list, select Schedule. The Configuration Manager displays the parameters for the Schedule object in the right-side object configuration area. 2. In the object configuration area: a. In the Label text entry area type BusHours. b. In the Schedule list, choose a previously defined schedule. c. Click Save. The Configuration Manager inserts the Schedule object below the MainIVR label. Figure 59: IVR Script example, Schedule object 3. If a call arrives when the contact center is open, play a greeting message. In the schedule object, select the open exit point, then in the object selection list choose Play. The Virtual Contact Center displays the parameters for the Play object. In the object configuration area: Version 7.0 Rev

120 a. In the Label text entry area type PlayWait01. b. In the Played list, choose Wait for next agent. The procedure refers to audio files from the Virtual Contact Center default set of audio files. Your IVR scripts may reference one or more default audio files, or reference the customized audio files you uploaded to the Configuration Manager. c. Click Save. The Configuration Manager inserts the Play object below the open exit point. 4. Choose the queue the caller is routed to. Select the Play object, then: a. In the Label text entry area type PhoneQ01. b. In the Queue name list, choose a phone queue. c. Click Save. The Configuration Manager inserts the Forward to queue object below the Play object. 5. If the call arrives when the contact center is closed, route the call to a voice mail queue. In the IVR Script area, in the schedule object, select the closed exit point, then in the object selection list choose Forward to voice mail. The Virtual Contact Center displays the parameters for the Forward to voice mail object. In the object configuration area: a. In the Label text entry area type Vmail01. b. In the Invite Message list, choose Voice mail invite. c. In the Queue name list, choose a voice mail queue. d. Select Access to voice mail is mandatory. e. Click Save. The Configuration Manager inserts the Forward to voice mail object below the closed label. Version 7.0 Rev

121 Figure 60: IVR script example, Forward to voice mail object Creating Menus of Options The procedure in this section illustrates how to implement menus of options. The following procedure builds on the IVR script example in Building a Simple Greeting and Routing Script, on page 108. To script a set of menu options: 1. In the script you created in the procedure in Building a Simple Greeting and Routing Script, on page 108 a. Select the Forward to queue object PhoneQ01, then click Delete. b. Select the Play object PlayWait01, then click Delete. 2. When the contact center is open, play a menu of options. In the schedules object, select the open exit point, then in the object selection list choose Menu. The Virtual Contact Center displays the parameters for the Menu object. In the object configuration area. a. In the Label text entry area type OpenMenu01. b. In the Invite Message list, choose Optional queue Selection. When a caller first connects to the contact center, the Menu object's Invite message audio file orients them to the set of menu choices. In most cases, this Version 7.0 Rev

122 implies the need for an invite message that has been customized for your contact center. c. In the Invalid message list, choose Invalid selection. If a caller provides an invalid response to the invite message, the Invalid message audio file informs them that the Virtual Contact Center cannot interpret their response. d. In the Empty message list, choose Wait for next agent. If a caller does not respond to the prompt within 10-seconds, the Empty message audio file informs them to respond. e. Click Save. The Configuration Manager inserts the menu object below the open label. Figure 61: IVR script example, Menu script object 3. Configure the message played when the caller responds to the initial menu by pressing 1. In the Menu object, select the 1 exit point, then: a. In the object selection list choose Play. b. In the Label text entry area type CallWarn. Version 7.0 Rev

123 c. In the Played message list choose the Call monitoring warning audio file. d. Click Save. The Configuration Manager inserts the Play object below the 1 label. 4. Configure the queue the caller is routed to if they respond to the initial menu by pressing 1. In the Menu object, in the 1 exit point, select the Play object, then: a. In the object selection list choose Forward to queue. b. In the Label text entry area type PhoneQ02. c. In the Queue name list, select a phone queue. d. Click Save. The Configuration Manager inserts the Forward to queue object below the 1 exit point. Figure 62: IVR script example, Menu object, choice 1 5. Continue to the next example, Using Caller Information to Process Interactions, to build on this script. Using Caller Information to Process Interactions Use the procedure in this section to prompt a caller for information that will be used to find a caller's record in the Contactual CRM database, then use information contained in that record to determine how to route the call. The following procedure builds on the IVR script example in Creating Menus of Options, on page 111. Version 7.0 Rev

124 To create an interactive IVR script that prompts a caller, tests for the caller's Contactual CRM record, and routes the call: 1. Prompt the caller for information such as an account number. In the Menu script object, select the 2 exit point, then in the object selection list choose Get Value. The Virtual Contact Center displays the parameters for the GetValue object in the object configuration area: a. In the Label text entry area type GetValue01. b. In the Invite Message list, choose Enter mandatory account number. c. In the Invalid message list, choose Invalid selection. d. In the Empty message list, choose Invalid selection. e. In the Data to collect list, choose Customers: Account Number. f. Select Entry is mandatory. g. Click Save. The Configuration Manager inserts the GetValue object below the 1 label. Figure 63: IVR script example, GetValue object You can also use the GetANI script object to look in the Contactual CRM for existing customers. 2. Add a Label object to the portion of the script that processes customer accounts. In the GetValue object, select the found exit point, then in the object selection list choose Version 7.0 Rev

125 Label. In the object configuration area, in the Label text entry area type AcctFound then click Save. Labeling the portion of the script that processes customer account interactions enables other script objects to use the Goto script object to transfer control ("jump") to that portion of the IVR script. 3. Check the customer's status. Select the Label object, then in the object selection list choose Picklist. The Virtual Contact Center displays the parameters for the Picklist object. In the object configuration area: a. In the Label text entry area, type ChkCustID. b. In the Data to test list, choose Record Type. c. In the Select operator list, choose Is equal to. d. In the Select values list, choose Customer. e. Click Save. The Configuration Manager inserts the Picklist object below the found label. The configuration of your Contactual CRM determines the types of data the Picklist script object can test for. Use the Picklist script object's matched and not matched labels to use the result of the Picklist's comparison operation to route the call. The Label script object enables other objects to use a Goto script object to transfer control to the Picklist script sequence. You can also use the GetANI function to use the caller's Automatic Number Identification (ANI) to look for existing Contactual CRM data. Enabling a Phone Channel and Associated IVR Script Perform the following procedure to enable a phone channel and the channel's IVR script. To enable the Phone channel: 1. Display the Phone channel's Properties tab. For information about the Channels Page, Phone channel's Properties tab, see Configuring Phone Channel Preferences with the Properties Tab, on page 88. Version 7.0 Rev

126 2. Select This channel is enabled. 3. Click Save. The Virtual Contact Center puts the IVR channel and associated script into service. You can now make test phone calls to the phone channel to validate the operation of the IVR script. Configuring Channels An channel in the Virtual Contact Center defines an address that your customers use to send requests to the contact center. For example: When you configure an Channel, you specify the POP3 or IMAP server from which the Virtual Contact Center retrieves messages. Using Dedicated Contact Center Channels The accounts used in conjunction with your Virtual Contact Center must be used only for that purpose. Do not login or access your contact center's channel from outside of your Virtual Contact Center. The Channel's Script specifies which Virtual Contact Center queues receive those retrieved messages. Configuring Channel Preferences with the Properties Tab Use the Channel, Properties tab to specify the primary properties of the channel. To configure an channel's properties: 1. In the Configuration menu click Channels. The Configuration Manager displays a list of channels for all media. 2. In the list of channels, click Add or Edit. Version 7.0 Rev

127 Figure 64: Channel page, Properties tab 3. Enter or select the values for the following properties of an channel. a. Incoming Address b. User ID c. Password d. Incoming Mail Server e. Protocol f. Port g. Use script from channel 4. Check the option to enable the channel. 5. Test the connection with the mail server by clicking Test. If the connection to the server is successful, the test indicates the messages in the server. 6. Click Save. Summary of Channel Properties Tab Options Table 44 summarizes the options available in the Channel page, Properties tab. Version 7.0 Rev

128 Table 44: Summary of Channel page, Properties tab options Channel, Properties tab option Channel type Incoming Address User ID Password, Retype Password Incoming Mail Server, Protocol Port Use script from channel Description Read-only reminder of the type of channel. Type the full address used by customers to submit interactions to this channel. Type the login username required to retrieve for the address specified by the Incoming Address text entry area. Type and verify the password required to retrieve for the address specified by the Incoming Address text entry area. For the server that receives the messages specified by the Incoming Address, type the network address of the mail server. Choose the protocol supported by the server. Valid choices are: POP3, POP3 over SSL IMAP, IMAP over SSL After you choose an protocol, the Configuration Manager automatically places that protocol's default port number in the Port text entry area, described later in this table. By default, when you use the Protocol list to choose an protocol, the Configuration Manager places the following default port numbers in the Port text entry area: POP3: 110 POP3 over SSL: 995 IMAP: 143 IMAP over SSL: 993 If the server that receives the messages specified by the Incoming Address uses a non-default port number, in the Port text entry area type that non-default port number. If you have more than one channel, choose another channel's previously defined IVR script. Choose Copy to place a copy of the script into this channel's Script definition tab. Changes made to the other channel's IVR script will not appear in the copied IVR script Choose Link to to run another channel's Script definition in this channel Version 7.0 Rev

129 Channel, Properties tab option This Channel is enabled Description If you have more than one channel, choose another channel's previously defined IVR script. Select to put this channel into service. Enable a channel only after your contact center is ready to receive interactions on the channel. Scripting Channel Message Handling with the Script Tab Use the Channel, Script tab to create or edit the script used to route incoming interactions to the correct Queue. To display the Properties tab: 1. In the Configuration menu click Channels. Configuration Manager displays a list of channels (Figure 56). 2. In the list of channels, click Add or Edit, then click the Script tab. Figure 65: Channel, Script tab 3. When creating or modifying an script, in the channel's Properties tab, Version 7.0 Rev

130 clear This channel is enabled. This ensures that Virtual Contact Center does not run an incomplete script. After completing the script, re-enable the channel. For more information about the Channel, Properties tab, see Configuring Channel Preferences with the Properties Tab, on page 116. Summary of Channel Script Tab Options Table 45 summarizes the options available in the Channel page, Script tab. Version 7.0 Rev

131 Table 45: Summary Channel page, Script tab options Channel, Script tab option Schedule Description Use the Schedule script object to perform a particular sequence of Script operations if the contact center is either open for operation or closed. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the script. Labels can contain a maximum of 21 characters and must be unique within an script. In the Select schedule list, choose a schedule definition. Exit points: The Schedules script object uses the value of Select schedule to transfer control to the script sequence specified within the following labeled conditions: open equals true if the interaction has been received within the contact center's hours of operation. closed equals true if the interaction has been received outside the contact center's hours of operation. #1 through #6 equal true if the schedule specified in Select schedule includes an exception condition, numbered 1 through 6, and today's date is within the exceptions from and to dates. Check CRM For more information about creating schedules, see Specifying Hours of Operation with the Schedules Tabs, on page 19. Use the Check CRM script object to check the value of the Contactual CRM for existing customer information. new customer, new case, or followup fields. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the script. Labels can contain a maximum of 21 characters and must be unique within an script. Exit points: The Check CRM script object transfers control to the script sequence specified within the following labeled conditions: new customer equals true if the interaction's From field contains Version 7.0 Rev

132 Channel, Script tab option Description an address that is not in the Contactual CRM. new case equals true if the interaction's From field contains an address that is in the Contactual CRM, and the does not contain an existing case number in the Subject line. followup equals true if the interaction's From field contains an address that is in the Contactual CRM, and the contains an existing case number in the Subject line. For more information about the Contactual CRM, see Configuring the Contactual CRM with the CRM Page, on page 143. Version 7.0 Rev

133 Channel, Script tab option Check Priority Description Use the Check Priority script object to inspect the priority of the incoming mail message. The Check Priority object inspects the incoming message's header for the value of X-Priority, Importance, and Priority. If the Virtual Contact Center cannot locate these areas in the message, it will assign the message a priority equal to 3 Normal. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the script. Labels can contain a maximum of 21 characters and must be unique within an script. In the Priority value list, choose the priority setting of the incoming message, where 1=highest priority and 5=lowest priority. Select Negate comparison to make inspection true if the priority specified in the Priority value list does not match the priority of the incoming mail message. Exit points: The Check Priority script object transfers control to the script sequence specified within the following labeled conditions: matched equals true if Negate comparison is not selected and the interaction's priority equals the value of Priority value. not matched equals true if Negate comparison is not selected and the interaction's priority does not equal the value of Priority value. Version 7.0 Rev

134 Channel, Script tab option Check Recipient Description Use the Check Recipient script object to inspect the To or CC areas of the incoming mail for a name or other text string. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the script. Labels can contain a maximum of 21 characters and must be unique within an script. In the Select recipient field list, choose whether the script inspects the To or Cc addressee field of the incoming message. In the Select operator list, choose a comparison operator. Choices are Contains, Begins with, Ends with, or Is equal to. In the Pattern text entry area, type a pattern as a text string or a POSIX extended regular expression. Select Negate comparison to make the recipient check true if the Script does not find the string specified in the Pattern text entry area. Select Case sensitive to enable the pattern search to differentiate between upper and lower case characters. Exit points: The Check Recipient script object transfers control to the script sequence specified within the following labeled conditions: matched equals true if Negate comparison is not selected and the message's recipient equals the value of Pattern. not matched equals true if Negate comparison is not selected and the message's recipient does not equal the value of Pattern. Version 7.0 Rev

135 Channel, Script tab option Check Sender Description Use the Check Sender script object to inspect the From area of the incoming mail for a name or other text string. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the script. Labels can contain a maximum of 21 characters and must be unique within an script. In the Select operator list, choose a comparison operator. Choices are Contains, Begins with, Ends with, or Is equal to. In the Pattern text entry area, type a pattern as a text string or a POSIX extended regular expression. Select Negate comparison to make the recipient check true if the Script does not find the string specified in the Pattern text entry area. Select Case sensitive to enable the pattern search to differentiate between upper and lower case characters. Exit points: The Check Sender script object transfers control to the script sequence specified within the following labeled conditions: matched equals true if Negate comparison is not selected and the From area of the message equals the value of Pattern. not matched equals true if Negate comparison is not selected and the From area of the message does not equal the value of Pattern. Version 7.0 Rev

136 Channel, Script tab option Check Subject Description Use the Check Subject script object to inspect the Subject area of the incoming mail for a particular text string. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the script. Labels can contain a maximum of 21 characters and must be unique within an script. In the Select operator list, choose a comparison operator. Choices are Contains, Begins with, Ends with, or Is equal to. In the Pattern text entry area, type a pattern as a POSIX extended regular expression. Select Negate comparison to make recipient check true if the string specified in the Pattern text entry area is not found. Select Case sensitive to enable the pattern search to differentiate between upper and lower case characters. Exit points: The Check Sender script object transfers control to the script sequence specified within the following labeled conditions: matched equals true if Negate comparison is not selected and the Subject area of the message equals the value of Pattern. not matched equals true if Negate comparison is not selected and the Subject area of the message does not equal the value of Pattern. Version 7.0 Rev

137 Channel, Script tab option Check Flood Description Use the Check Flood script object to detect an unusually high volume of incoming messages that appear to be identical. One possible reason a high volume of identical incoming messages may be received is a Denial of Service attack. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the script. Labels can contain a maximum of 21 characters and must be unique within an script. In the Time Interval list, choose the time period during which the Script counts the number of messages arriving at the queue. Choices are Disabled, 15 minutes, 30 minutes, 45 minutes, 1 hour, 2 hour, 3 hour, 4 hour, 6 hour, 12 hour. and 1 day. In the Maximum number of s list, choose the maximum number of incoming s that occur within the time period specified in the Time Interval list. Choices are 2, 5, 10, 20, or 50 s. Exit points: The Check Flood script object uses the values of Time Interval and Maximum number of to transfer control to the script sequence specified within the following labeled conditions: flood detected equals true if a Maximum number of s that appear to be identical have been received within Time Interval. first equals true if the most recently received message appears to be new. other s equals true if the most recently received message is similar to at least one other processed within the specified Time Interval, but the quantity of these messages has not yet exceeded the value of Maximum number of s. Version 7.0 Rev

138 Channel, Script tab option Check Spam Check Virus Description Use the Check Spam script object to enable the script to perform different operations depending on the incoming message's spam / not spam status. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the script. Labels can contain a maximum of 21 characters and must be unique within an script. Exit points: The Check Spam script object transfers control to the script sequence specified within the following labeled conditions: is spam equals true if Virtual Contact Center classifies the message as spam. is not spam equals true if Virtual Contact Center does not classify the message as spam. For more information about the Virtual Contact Center spam threshold level, see Summary of Profile Tab Options, on page 13. Use the Check virus script object to enable the script to perform different operations depending on the incoming message's infected / not infected status. Virtual Contact Center uses McAfee VirusScan to inspect incoming messages. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the script. Labels can contain a maximum of 21 characters and must be unique within an script. Exit points: The Check Virus script object transfers control to the script sequence specified within the following labeled conditions: infected equals true if Virtual Contact Center detects a virus in the message. not infected equals true if Virtual Contact Center does not detect a virus in the message. Version 7.0 Rev

139 Channel, Script tab option Forward to queue Label Description Use the Forward to queue script object to check how many incoming messages are waiting in the queue, and if a maximum number is exceeded begin forwarding messages to a different queue. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the script. Labels can contain a maximum of 21 characters and must be unique within an script. In the Select queue list, choose which queue receives forwarded messages. In the Maximum number of s waiting text entry area, type the integer number of s that can accumulate in the current queue before the script begins forwarding messages to the queue specified by the Select queue list. An Virtual Contact Center queue can contain a maximum of 900 messages. If an queue contains more than 900 messages, and the queue's script includes the Forward to queue script object, then Virtual Contact Center initiates overflow processing. Exit points: The Forward to queue script object transfers control to the script sequence specified within the following labeled conditions: routed equals true if the queue does not contain more messages than specified by the Maximum number of s waiting text entry area, or no more than 900 messages. Virtual Contact Center places the new message in the current queue. overload equals true if the queue contains more messages than specified by the Maximum number of s waiting text entry area, or more than 900 messages). Virtual Contact Center places the new message in the queue specified in the Select queue list. Use the Label script object to insert a named point into the Script. The labeled script object can then be accessed by other script statements, such as the Goto script object, described later in this table. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the script. Labels can contain a maximum of 21 characters and must be unique within an script. Version 7.0 Rev

140 Channel, Script tab option Goto Description Exit points: No exit points. Use the Goto script object to direct the script to continue running at some labeled location in the script. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the script. Labels can contain a maximum of 21 characters and must be unique within an script. In the Destination list, choose a labeled script location. The Goto object can reference object labels located "lower" in the script. Exit points: No exit points. Version 7.0 Rev

141 Channel, Script tab option Reply to Description Use the Reply to script object to Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the Script. Labels can contain a maximum of 21 characters. In the From text entry area, type the return address for the outgoing message. You must type a valid address or select Use channel address as From to save the Reply to script object. Select Use channel address as From to place the channel's address in the outgoing message's from area. You must select Use channel address or type a valid address in the From text entry area to save the Reply to script object. In the CC text entry area, to send a "carbon copy" of the outgoing message to one or more additional recipients, type the recipients' properly formatted address. The CC text entry area allows you to type up to 80 characters. In the BCC text entry area, to send a "blind carbon copy" of the outgoing message (a copy whose address is concealed from other addressees) to one or more additional recipients, type the recipients' properly formatted address. The BCC text entry area allows you to type up to 80 characters. In the Subject text entry area, type an optional subject line for the outgoing message. The Subject text entry area allows you to type up to 40 characters. In the Content text entry area, type the message contents. Exit points: The Reply to script object transfers control to the script sequence specified within the following labeled conditions: sent equals true if Virtual Contact Center did not receive an error when it sent the reply message. not sent equals true if Virtual Contact Center received an error when it sent the reply message. Version 7.0 Rev

142 Channel, Script tab option Delete Stop Processing Description Use the Delete script object to delete the message being processed by the script. Because the Delete script object deletes the current message, use the object as the final action in an script. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the Script. Labels can contain a maximum of 21 characters. Exit points: No exit points. Use the Stop Processing script object to stop performing the script. Parameters: In the Label text entry area type the alphanumeric label used to uniquely identify the element in the Script. Labels can contain a maximum of 21 characters. Exit points: No exit points. Creating an Example Script An Virtual Contact Center script uses the information contained in an message to route the message to one or more queues. The following example contains a series of procedures that illustrate how to combine Virtual Contact Center Script objects and script object control flow features: Deleting Messages that Contain Viruses Inspecting Message Subject Lines for a String Routing Messages to Queues Inserting Stop Processing Objects into Scripts Before You Begin The procedure in Inspecting Message Subject Lines for a String assumes that you have used the Configuration Manager to create at least one queue. For information about creating queues, see Configuring Queues, on page 63. Version 7.0 Rev

143 Disabling the Channel Before Editing the Script Best practice: Before editing an Virtual Contact Center Script, select the channel's Own channel script and disable the channel. To select the script and disable the channel: 1. Display the channel's Properties tab. For information about the Channels Page, channel Properties tab, see Configuring Channel Preferences with the Properties Tab, on page In the Properties tab, in the Use script from channel list, choose Own channel script. 3. Clear This channel is enabled. 4. Click Save. The Virtual Contact Center applies the changes and display's the channel's Script tab (Figure 65). Deleting Messages that Contain Viruses If your server does not provide protection against viruses, include the Check Virus script object at the top of all your scripts to help protect your contact center from malicious messages. If your server already protects against viruses, do not use the Check Virus object. To use the Check Virus script object to inspect a message for viruses: 1. In the Script tab, in the script object selection list, select Check Virus. The Configuration Manager displays the parameters for the Check Virus script object in the right-side script configuration area. 2. In the configuration area, in the Label text entry area type CV01 then click Save. The Configuration Manager adds the Check Virus script object to the script. The Check Virus script object contains the infected and not infected labeled exit points. 3. Delete any messages infected by viruses. In the Check Virus script object, click the infected labeled condition, then in the in the script object selection list choose Delete . The Configuration Manager displays the parameters for the Delete script object in the script configuration area. Version 7.0 Rev

144 4. In the configuration area, in the Label text entry area, type DeleteInfected then click Save. The Configuration Manager inserts the Delete object below the infected label. Figure 66: Script, Check Virus script object Use the same script design principles to incorporate the Check Spam and Check Flood objects into an script. Inspecting Message Subject Lines for a String Use the Check Subject script object to inspect the subject line of incoming messages for a particular string. To use the Check Subject script object to inspect an message's subject line for a string: 1. In the script, in the Check Virus script object, click the not infected label, then in the script object selection list choose Check Subject. The Configuration Manager displays the parameters for the Check Subject script object in the script configuration area. 2. Configure the Check Subject object to inspect the subject area of messages for the string ADV. In the script object configuration area: a. In the Label text entry area, type CS01. b. In the Select Operator list, choose Contains. Version 7.0 Rev

145 c. In the Pattern text entry area, type ADV. d. Clear Use pattern as a POSIX extended regular expression and Negate comparison. e. Select Case Sensitive. f. Click Save. The Configuration Manager inserts the Check Subject script object below the not infected label. Figure 67: Script, Check Subject script object Routing Messages to Queues Use the comparison results returned by the Check Subject script object to route messages. To use the results Check Subject to route the message: 1. Delete messages that contain ADV in the subject area. a. In the Check Subject object, click the matched label. then in the object selection list choose Delete . The Configuration Manager displays the parameters for the Delete script object in the script configuration area. b. In the Label text entry area, type DelADV, then click Save. Version 7.0 Rev

146 The Configuration Manager inserts the Delete script object below the matched label. The script will delete all incoming messages that contain ADV in the subject line. 2. For all messages that do not contain ADV in the subject area, route the message to an queue. a. In the Check Subject object, click the not matched label. then in the object selection list choose Forward to queue. The Configuration Manager displays the parameters for the Forward to queue script object in the script configuration area. b. In the Label text entry area, type Q01. c. In the Select queue list, choose an queue. d. In the Maximum number of s waiting text entry area, type 100, then click Save. The Configuration Manager inserts the Forward to queue script object below the not matched label. Figure 68: Script, Forward to queue script object 3. If the message does not exceed the value specified by Maximum number of s waiting, then stop script processing. In the Forward to queue script object, click routed, then insert a Stop processing script object. After routing the message, the script stops. Version 7.0 Rev

147 4. If the message exceeds the value specified by Maximum number of s waiting (in the queue), then send the to an overload queue. In the Forward to queue script object, click overload, then insert a Forward to queue script object. Use the Forward to queue script object to specify a secondary queue that receives messages that exceed the primary queue's Maximum number of s waiting setting. Inserting Stop Processing Objects into Scripts The procedure in Routing Messages to Queues" illustrates the use of the Stop processing script object to end the operation of an script. Insert Stop processing objects at all points where you intend the script to stop. Doing so ensures that the script always behaves as designed. Enabling the Channel and Running the Script Perform the procedure in this section to enable an channel and run the channel's script. To enable the channel: 1. Display the channel's Properties tab. For information about the Channels Page, channel's Properties tab, see Configuring Channel Preferences with the Properties Tab, on page In the Properties tab, in the Use script from channel list, choose Own channel script. 3. Select This channel is enabled. 4. Click Save. The Virtual Contact Center puts the channel and associated script into service. You can now send test messages to the channel to validate the operation of the script. Configuring Chat Channels Chat Channels in the Virtual Contact Center define links in your Virtual Contact Center Support Center page that your customers use to initiate a live chat session with the contact center. Version 7.0 Rev

148 Configuring Chat Channel Preferences with the Properties Tab Use the chat Channel, Properties tab to specify the primary properties of the chat channel. To configure the properties of a chat channel: 1. In the Configuration menu click Channels. Configuration Manager displays a list of channels (Figure 56). 2. In the list of chat channels, click Add or Edit. Figure 69: Chat channel page, Properties tab 3. Enter or select the following values for a chat channel a. Name: a name for the chat channel b. Description: Summary of the purpose of the chat channel c. Direct Chat to: a chat queue or to the Main ICR 1 d. Check the enable option to enable a chat channel service. e. Select the Support Center that provides customers a platform to initiate a chat session with the contact center. 4. Click Save. 1 Interactive Chat Response defines a template to respond to a chat interaction from customers. This includes primary and secondary greetings to welcome the customers on chat, and a schedule to determine when to send each type of greeting. Version 7.0 Rev

149 Summary of Chat Channel Properties Tab Options Table 46 summarizes the options available in the Chat Channel page, Properties tab. Table 46: Summary of Chat Channel page, Properties tab options Chat Channel, Properties tab option Channel type Name Description Direct Chat to This channel is enabled Available at Support Center Sites Description Read only reminder of the channel type. Type the name of the chat channel. Type the description of the chat channel. Choose this chat channel's Main ICR, or the ICR from another chat channel. Select to place this chat channel into service. Choose the Support Centers that include an icon for this chat channel. For more information about configuring Support Centers, see Configuring Customer Support Access Options with the Support Center Page, on page 157 Scheduling and Specifying Chat Channel Greetings with the Main ICR Tab Use the Chat Channel, Main ICR tab to Specify the primary and secondary greetings sent in response to a new chat interaction Configure the schedule used to determine when to send each type of greeting To display the Main ICR tab: 1. In the Configuration menu click Channels. Configuration Manager displays a list of channels (Figure 56). 2. In the list of chat channels, click Edit, then click the Main ICR tab. Version 7.0 Rev

150 Figure 70: Chat Channel page, Main ICR tab Summary of Chat Channel Main ICR Tab Options Table 47 summarizes the options available in the Chat Channel page, Main ICR tab. Version 7.0 Rev

151 Table 47: Summary of Chat Channel page, ICR tab options Chat Channel, ICR tab option Main Greeting Open Hours Schedule Alternative Greeting Description Type the default greeting transmitted by this chat channel in response to a new chat interaction. If you do not select and configure Open Hours Schedule, this chat channel only transmits the Main Greeting to new chat requests. Select Open Hours Schedule to enable the schedule area, then choose the opening and closing hours of operation for this chat channel. If Open Hours Schedule is enabled, then: During open hours, the chat channel responds to new chat requests with the contents of the Main Greeting text entry area. During closed hours, the chat channel responds to new chat requests with the contents of the Alternative Greeting text entry area. Type the non-default greeting transmitted by this chat channel in response to a new chat interaction when Open Hours Schedule is enabled AND the new chat interaction occurs during closed hours. Assigning Chat Channel Greetings with the ICR Choices Tab Use the Chat Channel, ICR Choices tab to choose which queues to display on this channel's Support Center page. To display the ICR Choices tab: 1. In the Configuration menu click Channels. Configuration Manager displays a list of channels (Figure 56). 2. In the list of chat channels, click Edit, then click the ICR Choices tab. Version 7.0 Rev

152 Figure 71: Chat channel, ICR Choices tab Summary of Chat Channel ICR Choices Tab Options Table 48 summarizes the options available in the Chat Channel page, ICR Choices tab. Table 48: Summary of Chat Channel page, ICR Choices tab options Chat Channel, ICR Choices tab option Description 1 through 10 queue selectors In each list, select the Chat Queues displayed on this channel's Support Center page. The numbers 1 through 10 define the order Virtual Contact Center displays the Chat Queue links on the channel's Support Center web page. For more information about selecting a Chat channel's Support Center pages, see Summary of Chat Channel Properties Tab Options, on page 139 Version 7.0 Rev

153 Configuring the Contactual CRM with the CRM Page Use the CRM page to specify the Customer and Case fields used by the Contactual Customer Relationship Manager (CRM) to identify and characterize interactions. To display the CRM tab, in the Configuration menu click CRM, then click the Custom Fields tab. Figure 72: CRM page, Custom Fields tab In the Custom Fields tab, the Predefined column identifies the default set of Customer and Case fields. Add Customer and Case Fields with the Custom Fields Tab Use the Add Field tab to specify a custom field to the Contactual CRM. To display the CRM Add Field tab: 1. In the Configuration menu click CRM. Configuration Manager displays the CRM page (Figure 72). 2. In the CRM page, click the Custom Fields tab, then in the Customer, Case, or Follow-up Fields areas, click Edit. The Configuration Manager displays the Add Field tab. Version 7.0 Rev

154 Figure 73: CRM page, Add Field tab 3. If you choose a data type of Pick List, in the lower-left click More to display the Pick List Sort Order tab. Figure 74: CRM page, Add Field tab, Pick List Sort Order tab Summary of CRM Add Custom Fields Tab Options For Customer, Case, and Follow-up fields, use the Add Fields page to specify a custom field. summarizes the options available in the CRM page, Add Field tab. Version 7.0 Rev

155 Table 49: Summary of CRM page, Add Field tab options CRM page, Add Field option Data Type Field Name Display Label Default Value Maximum Length Pick List Values Existing Records Value Shown on Home Page Value Should be Unique Read Only for Agents Hidden from Agents Show as a tree More Description Choose the type of field to add: Text URL Number Date Pick List As you select a data type, the Configuration Manager enables or disables Add Field options. Type the name of the custom Customer or Case Field. Type the label the Virtual Contact Center displays for this field in the Agent Console. 32 alphanumeric characters maximum. For Text, URL, Number, and Date data types, type the default value of the CRM Field. 85 alphanumeric characters maximum. For Text, URL, and Number data types, type the maximum number of characters that an agent can type into this field. The Maximum Length field can specify a maximum of 255 numeric characters. For a Data Type equal to Pick List, type the values displayed in the list, one value per line. For the Pick List data type, type the default value for the field. Select to display this custom field on the Home page of the Agent Console. For Text and Number data types, select to require that the Agent supply a unique value for this field. Select to prevent non-supervisor Agents from modifying the value of this field. Select to suppress the display of this field on non-supervisor Agent Console. For the Pick List data type, display the list as a tree. For the Pick List data type, click to configure and sort the pick list field's data. For information about configuring and sorting Pick List values, see Table 50, below. Table 2 summarizes additional options available for the Pick List data type. Version 7.0 Rev

156 Table 50: CRM page, Add Field tab, Pick List data options CRM page, Pick List data tab Data Type Pick List Items Select Default Value Back Description Select Pick List to enable the Pick List Sort Order area. In the list of items: Select a value, then use the arrow keys to move the item up or down in the pick list. Click Sort Alphabetically to sort the list in alphabetical order. Choose the default value for the pick list field. Click to return to the Add Field page. Configure Time to Close and Stall Time Settings with the Escalation Tab To display the CRM Escalation tab: 1. In the Configuration menu click CRM. Configuration Manager displays the CRM page (Figure 72). 2. In the CRM page, click the Escalation tab. The Configuration Manager displays the Escalation tab. Version 7.0 Rev

157 Figure 75: CRM page, Escalation tab Summary of CRM Escalation Tab Options Table 51 summarizes the options available in the CRM page, Escalation tab. Version 7.0 Rev

158 Table 51: Summary of CRM page, Escalation tab options CRM, Escalation tab option Enable 'Time to Close' notification If the case is not closed in Send an notification to Notification Frequency Enable 'Stall Time' Notification If there was no case activity for more than If there was no case activity for Send an notification to Notification Frequency Description Select to enable the Virtual Contact Center to send an notification if a case has not been closed within the time specified by the If the case is not closed in list, described in the next table row. Select the time interval, in hours and days, that a case must be closed. Type the address where the Virtual Contact Center sends the notification that a case has not been closed within the period specified by the If the case is not closed in list Select the frequency that the Virtual Contact Center sends notifications about unclosed cases to the address specified by the Send an notification to text entry area. Select to enable the Virtual Contact Center to send an notification if a case has not been closed within the time specified by the If there was no case activity, described in the next table row. Select to enable the Virtual Contact Center to send an notification if there has been no case activity within the time.specified by the If the case is not closed in list, described in the next table row. Select the time interval, in hours and days, during which a case activity must occur. Type the address where the Virtual Contact Center sends the notification that a case has had any activity within the period specified by the If there was no case activity list Select the frequency that the Virtual Contact Center sends notifications about cases with no activity to the address specified by the Send an notification to text entry area. Configuring CRM Properties Configure the Properties tab to specify CRM behavior in the following areas: To populate addresses during creating, editing of case records and follow-ups. To define time limit to re-open closed cases. To assign re-opened cases to agents. To display case and follow-up records using HTML in the Agent Console. To display the CRM Properties tab: Version 7.0 Rev

159 1. In the Configuration menu click CRM Configuration Manager displays the CRM page (Figure 72). 2. In the CRM page, click the Properties tab. The Configuration Manager displays the Properties tab. Figure 76: CRM page, Properties tab Summary of Properties Tab Options Table 52 summarizes the options available in the CRM page, Properties tab. Version 7.0 Rev

160 Table 52: Summary of CRM page, Properties Tab Options CRM,Properties Tab Automatically populate Reply Addresses Description If enabled, automatically populates the From and To fields present in the Notification tab of the following screens in Agent GUI: Create New Case Edit Case Create New Follow-up Prerequisites: This feature requires the agent : To select the right values for Default From and Default Signature fields under agent's profile in the Agent Console to populate the From field. To input an address in the customer record to populate the To field. Closed case - automatic reopening time-limit : If disabled, the agent selects the addresses manually. Select the time interval that a closed case automatically re-opens within a specified time limit. Specify one of the three possible values listed below. Automatically assign re-opened cases to next agent handling the case Display cases and follow-ups using HTML when available Never - Never opens a closed case automatically. Always - Always re-opens a closed case in the event of a customer follow-up via . Time limit - Specifies the maximum amount of time a case can be closed for automatically re-opening. If a follow-up is received within the time limit, the case re-opens automatically. The case remains closed if a follow-up is received after the time limit. For Example, if you set the time limit to 10 days, a case that closed today can potentially be re-opened within the next ten days in the event of a customer follow-up by . Once the time limit expires, the system creates a follow-up case, but won t re-open the case. Note: When you change parameter value, it takes effect immediately. If enabled, assigns re-opened cases to the next receiving agent automatically. Re-opened cases normally retain their previous agent assignment. If disabled, assigns re-opened cases to the agent who handled the case previously. If enabled, supports HTML formatting during the following tasks: Creating and editing case records. Version 7.0 Rev

161 CRM,Properties Tab Description Creating follow-up records. Creating notification s. If disabled, an agent is restricted to plain text data while creating or notifying case and follow-up records. Importing Customer Data If you have customer data in a CSV file, you can import this data to your Virtual Contact Center customer file using the Imports tab in CRM page. To import data from a CSV file, map each column name from the CSV file to an existing customer contact field. If you have additional fields that do not map to the existing fields in the contact record, you must create custom fields to hold this data. The data import feature allows a maximum of 5000 records to be loaded per session and the records are loaded in increments of 100. Use the Import tab for progress of the current import, including error message for records that cannot be loaded. To prevent any failure in importing, make sure you have completed the following tasks before importing: Match the columns in the CSV file with the existing CRM fields. Create custom fields for additional fields in CRM page. Verify the information is unique for each record. Records with pick list values must match the pick list values defined in the CRM field of pick list data type. For the fields that are 'Date' type, make sure the data is in 'MM/DD/YYYY' format. Verify you have data for all mandatory fields. Note: First name and last name are mandatory fields. Confirm the data length of mapping column in the CSV file matches the data length of the mapped customer field in the CRM. Refer to the table below for data length of CRM customer fields. Table 53: CRM Customer Fields Version 7.0 Rev

162 CRM Customer Field Data Length First Name 30 Last Name Company 50 Voice 38 Fax 38 Alternative 38 Password 15 Comments 400 Primary Address, Secondary Address Street (line 1) Street (line 1) City State Zip Country Custom field - Text Custom field - Number Accessing Import Tab To access the CRM Import tab: 1. In the Configuration menu click CRM Configuration Manager displays the CRM page. 2. In the CRM page, click the Import tab. The Configuration Manager displays the Import tab. Version 7.0 Rev

163 Figure 77: CRM page, Import tab Importing a CSV file To import a CSV file into Virtual Contact Center customer file: 1. Click CRM > Import tab. Figure 78: CRM Page, Import Tab 2. Click Browse to select the CSV file from the file system. 3. After selecting the file, click Next to go to the mapping screen. This screen allows you to map a column in the CSV file to a field in the customer file of the Virtual Contact Center CRM. The column names from the CSV are available in the pull down menu as shown below. Version 7.0 Rev

164 Figure 79: CRM page, Import tab, Map fields This screen allows you to map a column in the CSV file to a field in the customer object of the Contactual CRM. The column names from the CSV are available in the pull down menu. Both default fields and custom fields are supported. 4. Select a column name of the CSV file from the pull down menu and map it to the matching field in the Virtual Contact Center customer file. Version 7.0 Rev

165 Figure 80: CRM page, Import tab, Mapped fields 5. Click Next. The summary page opens and shows the mappings selected. Figure 81: CRM page, Import tab, Import Summary Click Start to initiate the import or click Back to modify the settings. On initiating the import the progress is displayed on the screen. The import is committed to the Version 7.0 Rev

166 database in increments of 100 records at a time. Statistics about the import are displayed as well. Figure 82: CRM page, Import tab, Import progress You can save the import report on the local file system as well. Version 7.0 Rev

167 Configuring Customer Support Access Options with the Support Center Page Use the Support Center to provide your customers with access to your contact center's services. Figure 83 shows an Virtual Contact Center support center page. Figure 83: Example of a Contactual Support Center page Figure 83 illustrates how you can enable your customers to access any combination of the following services: Frequently Asked Questions (FAQs) displays a FAQ tool that includes an index and search feature. Collaborate displays the authentication page used to enable an agent to directly access a customer's computer to provide hands-on assistance. Version 7.0 Rev

168 Chat guides the customer through the selection of an available chat channel. After the customer chooses a chat channel, the Support Center displays a greeting that can include an optional prompt for account or other information. displays an form. MyAccount prompts the customer for their Support Center account number and password. If the customer does not have an account, the form enables customers to request a Support Center account. To display the Support Center page: 1. In the Configuration menu click Support Center to display a list of support centers. Figure 84: Support Center page 2. In the list of Support Centers: Click Add to create a new Support Center. Click Edit to view or modify an existing Support Center-. Click Delete to delete an existing Support Center. The Virtual Contact Center does not enable you to delete the My Default Support Center group. If you clicked Add or Edit, the Virtual Contact Center displays the Support Center, Properties page. Version 7.0 Rev

169 Enabling Support Center Subsystems with the Properties Tab Use the Support Center Properties tab to configure the primary characteristics of the support center. To display the Properties tab: 1. In the Configuration menu click Support Center. Configuration Manager displays a list of Support Centers () 2. In the list of support centers, click Add or Edit, then click the Properties tab. Figure 85: Support Center page, Properties tab Summary of Support Center Properties Tab Options Table 54 summarizes the options available in the Support Center page, Properties tab. Table 54: Summary of Support Center page, Properties tab options Version 7.0 Rev

170 Support Center, Properties tab option Name Comment This Support Center is enabled Select subsystems address to route Support Center originated Cases: Available Chat Channels address to send Support Center images Enable private labeling Description Type the name of this Support Center. Type a description of this Support Center. Select to put this Support Center into service. Select the links presented on the Support Center's home page. FAQ presents frequently asked questions about Virtual Contact Center and their answers Collaborate enables your support representatives to connect to and control a customer's computer for purposes of providing technical assistance. Chat enables a customer to use an instant messaging dialog to interactively send and receive text inquiries and answers. enables a customer to contact a specific part of your organization with a request for information or assistance. To enable the option, in the address to route Support Center originated Cases list, choose an channel then click Save. My Account enables customers to create support requests. You can enable or disable Support Center authentication option. Authentication requires the customer to enter an account number and password to access the support request dialog. Select the Virtual Contact Center channel that will receive inquiries to this Support Center. To enable the Contact Center subsystem, type an address then click Save. For more information about channels, see Configuring Channels, on page 116. Select which Virtual Contact Center chat channels can be accessed from the Support Center For more information about chat channels, see Configuring Chat Channels, on page 137. You can customize the HTML page and icons displayed by an Virtual Contact Center Support Center. To begin customizing the Support Center, type the address where the Virtual Contact Center sends an archive containing the customization files set, then click Send. For more information about customizing a Support Center, see Adding Private Labeling to a Support Center, on page 166. Select to customize the Support Center with a non-default style sheet and Version 7.0 Rev

171 Support Center, Properties tab option Description image files. Enable custom form Enable chat survey URL for Private Labeling See: address to send Support Center images, described earlier in this table URL for Private Labeling, described later in this table Adding Private Labeling to a Support Center, on page 166. Select to customize the Support Center with a non-default service request form. See: address to send Support Center images, described earlier in this table URL for Private Labeling, described later in this table Adding Private Labeling to a Support Center, on page 166. Select to enable a pre-chat survey. Pre-chat surveys ask customers to clarify their interests. When the Virtual Contact Center includes the information at the time the new chat is presented to an agent Place the pre-chat survey form in the.url specified by the URL for Private Labeling text entry area, described later in this table. Type the URL for your customized Virtual Contact Center HTML, CSS, and icons files. Store the files in the root directory of the URL, not a sub-directory. For more information about customizing a Support Center, see Adding Private Labeling to a Support Center, on page 166. Specifying Support Center Messages with the Greetings Tab Use the Support Center page, Greetings tab to specify the title and messages displayed on the Support Center's home page. To display the Registration tab: 1. In the Configuration menu click Support Center. Configuration Manager displays a list of Support Centers () 2. In the list of support centers, click Add or Edit, then click the Greetings tab. Version 7.0 Rev

172 Figure 86: Support Center page, Greetings tab For information about adding your organization's "look and feel" to your Virtual Contact Center, see Adding Private Labeling to a Support Center, on page 166. Summary of Support Center Greetings Tab Options Table 55 summarizes the options available in the Support Center page, Greetings tab. Table 55: Summary of Support Center page, Greetings tab options Support Center Greetings tab option Support Center Title Welcome Message Footnote Message Collaborate Message Description Type the heading that the Support Center displays at the top of the Home page. Type the information that the Support Center displays above the Title and above the Support Center subsystem icons. Type the information that the Support Center displays below the subsystem icons. If you enabled the Collaborate subsystem, type the sentence that the Support Center displays at the top of the Collaborate page. For more information about enabling Support Center Subsystems, see Summary of Support Center Properties Tab Options, on page 159. Version 7.0 Rev

173 Specifying Support Center Account Information with the Registration Tab Use the Support Center, Registration tab to specify the information included in the message sent from the Virtual Contact Center in response to a request for a new Support Center user account. To display the Registration tab: 1. In the Configuration menu click Support Center. Configuration Manager displays a list of Support Centers () 2. In the list of support centers, click Add or Edit, then click the Registration tab. Figure 87: Support Center page, Registration tab Summary of Support Center Registration Tab Options If you enabled the My Account subsystem, use the Support Center, Registration page to configure the response sent to users who request a new Support Center account. A Support Center account enables customers to create support requests. To request a new Support Center account, in the Support Center's My Account area, the user clicks the Click here to register link, then completes the online account request Version 7.0 Rev

174 form. The Virtual Contact Center responds to the request by sending an message that contains an account number and password. Table 56 summarizes the options available in the Support Center page, Registration tab. Table 56: Summary of Support Center page, Registration tab options Support Center, Registration tab option 'From:' address Subject message Enable Support Center registration. Description Type the address that the Support Center places in the From field of the message sent in response to a customer who clicks Click here to register to create a Support Center account. Type the subject that the Support Center places in the Subject field of the message sent in response to a customer who clicks Click here to register to create a Support Center account. Type the strings used to present the requestor of a new Support Center account his or her account name and password. In the reply , the Virtual Contact Center with the Support Center account with the Support Center account's password. Select to enable the Support Center registration feature. The registration feature uses the information in the From address, Subject, and Message fields describe in the preceding table rows. For information about enabling Support Center subsystems, see Summary of Status Codes Properties Tab Options, on page 225. Acquiring a Support Center's Access URLs from the Direct URL Tab Use the Direct URL tab for a list of the URLs required to access various Support Center services. To enable customers to access one or more portions of an Virtual Contact Center Support Center, copy the URLs into customer-facing Web sites and materials. To display the Direct URL tab: 1. In the Configuration menu click Support Center. Configuration Manager displays a list of Support Centers () Version 7.0 Rev

175 2. In the list of support centers, click Add or Edit, then click the Direct URL tab. Figure 88: Support Center page, Direct URL tab Summary of Support Center Direct URL Tab Options The Support Center, Direct URL tab lists the URLs used to access specific Support Center pages. Use the URLs to enable your customers to access specific Support Center features. Table 57 summarizes the URLs available in the Support Center page, Direct URL tab. Version 7.0 Rev

176 Table 57: Summary of Support Center page, Direct URL tab options Support Center, Direct URL Main Menu Collaborate Menu Menu Chat Channels Menu Chat Queues Menu of a Chat Channel Chat Queues of a Chat Channel My Account login page My Account as a user logged in Submit a new case my profile as a user logged in FAQ list FAQ list with one category selected FAQ list with one question selected URL Destination Top-level Menu of the Support Center. Collaborate session login page. Support Request form. List of available chat channels. List of online (available) chat queues. Chat dialog box for currently online (available) chat queue. Support Center Account Login dialog box. For users already logged in to the Support Center, direct link to My Account page For users already logged in to the Support Center, direct link to the Submit Support Request page For users already logged in to the Support Center, direct link to the My Profile page Frequently Asked Questions list. Frequently Asked Questions, previous category. Frequently Asked Questions, previous category. Adding Private Labeling to a Support Center In addition to the basic customizations you can perform in the Support Center's Greetings tab, you can customize the Virtual Contact Center Support Center so that it has your organization's "look and feel". Before You Begin Customizing a Support Center requires the following resources and skills: A directory on a Web server from which the customized Support Center files can be uploaded by the Virtual Contact Center If you plan to modify the Support Center icons, you will need the ability to use an image editing program. Version 7.0 Rev

177 If you replace the icons with different image files, the new image files must be named identically to the default set. If you plan to modify the appearance of the Support Center's HTML page, you will need the ability to edit a CSS stylesheet. If you plan to modify the Support Center's form, you will need the ability to edit HTML. Customizing a Support Center To customize a Support Center, perform the following tasks: 1. In the Support Center page, Properties tab, in the address to send Support Center images text entry area type your address then click Send. The Virtual Contact Center sends an to that address. Attached to the is a TGZ archive, contactual_sc.tgz, that contains the HTML, CSS, and GIF files used in the default Support Center. 2. Unpack the TGZ archive, then perform any combination of the following: Modify or replace the GIF icon files. The GIF files correspond to the icons shown in Figure 83. If you replace the icons with different image files, the new image files must be named identically to the default set of six files: icon_sservice.gif, icon_chat.gif, icon_ .gif, icon_faq.gif, icon_phone.gif, logo.gif. Modify the Support Center's CSS (sc.css). Modify the form (customer_ .html). 3. Upload the complete set of Support Center files, including files that you did not modify, to a Web server directory. 4. In the Support Center page, Properties tab, in the URL for private labeling text entry area type the URL containing the complete set of Support Center files then click Save The Virtual Contact Center uploads the customized Support Center files. icon_sservice.gif, icon_chat.gif, icon_ .gif, icon_faq.gif, icon_phone.gif Version 7.0 Rev

178 Dialer with Campaign Management Dialer with Campaign Management enables retrieving data from your Virtual Contact Center CRM, and Salesforce Customer Resource Management (CRM) system, creating campaigns, executing campaigns, and tracking responses. A campaign enables you to search, generate, and feed a campaign call list to an outbound phone queue facilitating automated outbound dialing. Campaigns pull data from the customer object of our built-in CRM, or any CRM object such as lead, account, contact containing phone data from the Salesforce CRM. Campaigns are assigned to outbound phone queues, while agents assigned to these queues process campaign calls. The Dialer uses CRM programming interfaces to select and extract information to build a dial campaign list. Once a campaign is setup and initiated in the Virtual Contact Center, agents sequentially receive screen pops of contact information in the Agent Console. After previewing the contact information the agent clicks a button to dial an outbound call to reach a contact. As with an ordinary call, the agent is always on the line before the called party answers. When the call connects, the agent uses the respective CRM to manually update the contact record. After completing an outbound dial the agent enters call disposition such as the call reached I) the targeted individual, ii) an answering machine, iii) a third party, iv) a ring no answer situation, v) a busy number or vi) an invalid or disconnected number. This information allows a systematic determination of how the campaign list will be reprocessed over time. Dialer Campaigns work in cycles A key characteristic of nearly all dialer campaigns is that it is rare to reach the desired number of contacts after a single pass through a list. Therefore campaign lists are recycled again and again using disposition codes from earlier cycles to alter selection and sort strategies to create new campaigns. Version 7.0 Rev

179 Features Dialer provides capabilities to generate a campaign call list, create, run, and recycle campaigns. As an administrator, the Dialer allows you to: Manage and automate outbound dialing campaigns extracting data from your Virtual Contact Center CRM, and Salesforce CRM application. Support blended call centers - agents can be setup to process inbound and outbound calls with priorities, skills, and skill levels. Define CRM global properties for campaign management which include selecting CRM objects and fields, and uploading audio messages for campaigns. Map transaction codes to automated disposition actions to schedule a call back, or try to call again. Search and retrieve records from your CRM to generate a campaign call list, and feed the list to an outbound queue. Assign a campaign to an outbound queue. Control and monitor campaigns. Upload and assign pre-recorded messages to campaigns. Offers a campaign call to an agent, presents the contact record details, and optionally allows him a fixed amount of time to preview the record. Initiates a call to the contact if an agent accepts the call. Allows an agent to start playing a pre-recorded message on reaching a voice mail, then immediately switch back to available status, and attend the next interaction. Allows an agent to schedule calls in the event of reaching a contact at a busy time. The scheduled call generates a call reminder. Allows setting up retrial attempts for an unsuccessful call, placing the retrial call back in the queue. The Retrial call is offered to any available agent on the queue at the specified time interval. Allows a supervisor to access real time campaign statistics, campaign status, and generate historical reports exclusive to campaigns. Limitations The Limitations of Dialer are: Version 7.0 Rev

180 Limited to customers who use Virtual Contact Center CRM, and Salesforce CRM. Available only to agents who are logged into the Salesforce CRM Multi Channel interface. CTI Connect is not supported. Configuring the Dialer If your tenant is provisioned with Dialer with Campaign Management functionality, the Configuration Manager interface shows the following options in the configuration menu. Outbound Setup Campaigns Figure 89: Configuration Manager > Dialer Tabs Outbound Setup allows you to define global properties for managing all campaigns, while the Campaigns tab lets you create, and control campaigns. Version 7.0 Rev

181 Configuring Outbound Setup For campaigns to function successfully, they need to connect to the Virtual Contact Center CRM, or external Salesforce CRM, extract data from a specific CRM object, and generate a target call list. Outbound setup enables you to define the following global properties for campaigns : Specify the target CRM information Define CRM objects and CRM fields relevant to campaigns Upload pre-recorded messages to be accessed by campaigns Map transaction codes to disposition actions Specifying Target CRM Information A campaign requires a call list for automated outbound dialing. To generate a call list, you must access and extract data from your Virtual Contact Center CRM, or the Salesforce CRM. To access data from your CRM, you should configure CRM information in the Outbound Setup > Properties tab. The Properties tab enables you to: Select a target CRM to extract the call list data Note: Dialer supports Virtual Contact Center CRM and Salesforce CRM only. Provide and validate login credentials of your Salesforce CRM account Version 7.0 Rev

182 To extract data from your Virtual Contact Center CRM: 1. Click Outbound Setup in the Configuration menu. The Properties Tab opens. Figure 90: Outbound Setup > Selecting a Target CRM 2. Select Local from the Target Type. Target type specifies the CRM application that stores the data used for campaigns. 3. Note: For Virtual Contact Center CRM, user name and password information are not required. Click Save. To extract data from your Salesforce CRM account: 1. Select Salesforce from the Target Type drop down list. Figure 91: Outbound Setup > Salesforce CRM Version 7.0 Rev

183 2. Enter your Salesforce CRM User Name and CRM Password to login to the account. For Salesforce, add authentication token to the password Click Login Test to validate Salesforce account credentials. If the user name and password are correct, login test passes. 4. Click Save. Defining CRM Objects You can create campaigns based on Customer object defined in your Virtual Contact Center CRM, or any object in your Salesforce CRM provided the object has a phone field. To generate a call list based on an object, you should configure the object with its desired fields in the Outbound Setup. In the Outbound Setup, CRM Objects tab enables you to define CRM objects and fields to be used in campaigns. To access the CRM Objects tab: 1. Click Outbound Setup in the Configuration menu. 2. Click CRM objects tab. 1 Obtain your authentication token from the original Salesforce communication or from your Salesforce administrator. Version 7.0 Rev

184 Figure 92: Outbound Setup page, CRM Objects Tab To add a CRM object: 1. Click Add Object. 2. Enter the name of the object from your CRM. Note: You must enter the object name as it appears in the CRM. Data type for object is automatically populated. 3. Enter a Label to Show Agents on the Agent Console. To add a CRM field: 1. Click Add field. 2. Enter the field name from your CRM. Note: You must enter the field name as it appears in the CRM. 3. Select Data Type to match the CRM field data type. If you do not find an exact match, enter the most appropriate data type. The Dialer supports Boolean, Integer, Text, Date, DateTime data types. Note: Boolean may be used for checkbox values 4. Enter a Label to Show Agents on the Agent Console. Version 7.0 Rev

185 5. Check the Phone Field to indicate a phone number. Phone field is used to populate the list of phone numbers for a particular contact. The number shows on the control panel of the Agent Console. 6. Check the Default Phone to assign a default phone number if a contact has more than one number. A default phone number initiates an outbound call if an agent fails to select a particular number from the list. The number shows on the control panel of the Agent Console. 7. Check the Transaction Field for the field data to show on the control panel of the Agent Console and in External Transaction Data field of Campaigns. For Example: You can select key information such as company name, phone number to show on the control panel minimizing the agent's effort to dig this information from the contact record details. Custom objects and fields are supported as well. You can add any number of fields to filter your campaign call list. Note: For custom objects and fields, suffix the object and field name with _c. For example 'Client_c'. Summary of CRM Objects Tab The CRM Objects tab defines objects and fields to be used in campaigns. The following table summarizes the options in the CRM Objects tab. Table 58: Summary of Outbound Setup page, CRM Objects tab options CRM Objects Tab Add Object Description Lets you add an object from your CRM. If enabled, automatically populates the CRM Objects field while creating a campaign. If disabled, prevents creating a campaign based on the CRM object. Enter the following information to add a CRM object: Name in CRM - Enter the name of the object from your CRM. Make sure the object name matches the value in the CRM. Data Type - Select the most appropriate data type from the drop-down list. Label to Show Agents - Enter a label to show on the transaction panel of the Agent Console. Phone Field - Applies to a phone field only. If checked, displays the phone number to the Agent on the transaction panel. Version 7.0 Rev

186 CRM Objects Tab Description Default Phone - Applies to a phone field only. If checked, dials the number if an agent fails to select a number. Transaction Field - Applies to any field. Shows the field on the transaction panel of the Agent Console Revert Edits - Reverses the edits before the last save. Add Field Lets you add a field under the selected object. You can add any number of fields to filter your campaign call list. If disabled, prevents filtering a call list based on the CRM field. Enter the following information to add a CRM field under an object: Name in CRM - Enter the field name from your CRM. Make sure the name matches the value in Field Name. Data Type - Select the most appropriate data type from the drop-down list. Move Up Move Down Delete Label to Show Agents - Enter a label to show on the Agent Console. Phone Field - Applies to a phone field only. If checked, displays the phone number to the Agent. Default Phone - Applies to a phone field only. If checked, dials the number if an agent fails to select a number. Transaction Field - Applies to any field. If checked, shows the field on the transaction panel of the Agent Console Revert Edits - Reverses the edits before the last save. Moves a CRM Object or a field up from its current position. Moves a CRM object or a field down from its current position. Deletes a selected Object or a field. For more information on deleting objects and fields, see Deleting CRM Objects and Fields, on page 1. Note: You cannot delete an object without deleting its fields. Version 7.0 Rev

187 CRM Objects Tab Save Revert Revert Edits Description Saves all the changes. Reverses all changes before the last save. Reverses the previous edit. Uploading Pre-recorded Messages During a campaign call, an agent can access and play pre-recorded messages defined for that campaign to ensure a uniform delivery of the campaign message to all customers. During Outbound Setup, you can upload a set of pre-recorded messages which can be accessed by campaigns. When you create a campaign, you can assign messages specific to the campaign. Note: Allows uploading audio files in wave format only. To upload a pre-recorded message in Outbound Setup: 1. Click Outbound Setup > Audio Files. Figure 93: Uploading Audio Files 2. Select Outbound Setup Files in the Directories section. 3. Click Menu. The menu provides options to add, delete, or rename a folder. Version 7.0 Rev

188 You can add files under folders only. 4. Select Add Folder. You are prompted to enter a name for the new folder. Figure 94: Adding an Audio Folder 5. Enter a folder name and select Create. The folder appears under the Outbound Setup Files. Note: Do not include special characters in the folder names. 6. Select the folder, click the Menu, and select Add File option. Version 7.0 Rev

189 Figure 95: Adding an Audio File 7. In the Item Details pane, Enter a Name and Description of the audio file. 8. Click Browse and select an audio file of the message to upload. Note: You can upload audio files in wave format only. Figure 96: Adding Audio File Details Version 7.0 Rev

190 9. Click Play Audio to play and check content of the message. 10. Click Save. The audio file appears in the Audio File Items pane. Mapping Disposition Code Rarely, campaign calls reach the desired number of contacts after a single pass through a list. Therefore campaign lists are recycled using disposition codes from earlier cycles to alter selection and sort strategies to create new campaigns. The transaction codes, which indicate call outcomes can be used to determine how a campaign call needs to be processed further. You can map transaction codes to automated disposition actions for better processing of campaign calls. Every attempted campaign call may be labeled with a disposition action for a follow-up. The supported disposition actions are 'Try Again', 'Schedule Call Back', and 'Do not Call'. The following table summarizes the resulting disposition actions with examples. Version 7.0 Rev

191 Table 59: Disposition Actions Disposition Action Resulting Action Schedule Call back Prompts an agent to schedule a call back time. Sends a reminder to the agent before the scheduled time if the agent is logged into the Agent Console, or Salesforce account. Sends a past due reminder If the agent logs in past the scheduled time. The agent has to manually place an outbound call at the scheduled time. Example: If you mapped a 'Busy, Callback' code with a 'Schedule Call Back' action, when an agent selects 'Busy, Callback' code, the agent is immediately prompted to schedule a time for call back. A reminder is sent at the half hour before the scheduled time. If the agent scheduled a Try Again Offers a call to the contact based on the Retry properties defined for that campaign. Retries the call as often and as many times as defined in the Retry properties. Drops the record from the campaign list after going through the stated number of retry attempts. Example: If you failed to reach a contact, you mapped Reached Voic ' code with 'Try Again' action, the campaign offers a call to the same contact based on the retry properties defined for that campaign. Do not Call allows marking records, and updating a CRM field with Do not Call disposition information. Example: The Lead object in Salesforce CRM has a standard Do not Call field. During a campaign call, you can update this field automatically by mapping a transaction code with Do not Call disposition action. The disposition actions get recorded in the Campaign Transaction Details report. A supervisor can monitor this report, and follow up with suitable actions. To access the Disposition Action tab: 1. Click Outbound Setup > Disposition Action tab. The tab opens the existing transaction code lists assigned to queues. Note: Disposition actions apply to transaction code lists assigned to queues only. You cannot map code lists assigned to agent groups. Version 7.0 Rev

192 Figure 97: Outbound Setup Page, Disposition Action Tab 2. Select a code from the list and assign an appropriate Disposition Action from the drop down list. The supported actions are 'Try Again', 'Schedule Callback', and 'Do not Call'. Select 'None' where other actions do not apply. Figure 98: Outbound Setup page, Disposition Action assigned Version 7.0 Rev

193 Creating a Campaign A campaign is an outbound phone based dialer that enables you to search, generate, and feed a call list to an outbound queue facilitating automated outbound dialing. You can create a campaign based on the customer object in your Virtual Contact Center CRM or any object defined in your Salesforce CRM provided the object has a phone field. You can then define a search strategy to further filter the target call list. On initiating a campaign, the Campaign Manager fetches the target call list from the CRM and feeds records to an outbound phone queue. The agents assigned to the queue are offered the campaign calls. An agent previews a record, and then accepts, rejects or skips the call. The Campaigns tab in the Configuration menu lets you quickly create, execute, and manage campaigns. Additionally, you can sort and filter campaigns based on custom searches. Prerequisites Here is a check list of tasks you should complete before creating a campaign: Create and identify an outbound phone queue to assign the campaign. - Required Assign agents to the outbound phone queue - Required Create a transaction code list to capture campaign call outcomes, and assign it to the outbound queue. - Required Identify and setup CRM object and fields from the Virtual Contact Center CRM, or Salesforce CRM in Outbound Setup. - Required Upload and assign audio files Identify and map call outcomes that require disposition actions. - Required Determine a schedule to initiate and terminate a campaign - Optional Determine a daily calling schedule for the campaign. - Optional Determine the campaign search and sort strategy. - Optional Identify a CRM field to capture the call outcome through transaction codes for recycling a campaign. - Optional Identify a CRM field to capture the Do not Call disposition. - Optional Identify Supervisors to monitor and/or control a campaign. - Optional Version 7.0 Rev

194 Creating a campaign involves the following tasks: Defining campaign properties Assigning supervisors to a campaign Creating a search strategy to filter a campaign call list Specifying a sort order for a campaign Assigning pre-recorded messages to a campaign Defining Properties for a New Campaign In the Campaigns page, the Properties tab lets you define characteristics of a new campaign. To define a new campaign, you should do the following: Assign a campaign to an outbound queue. Identify a phone channel for caller ID. Assign a CRM object. Optionally specify a schedule to initiate and terminate a campaign. Optionally specify a daily starting and ending time for placing campaign calls. Optionally specify retry attempts for unsuccessful calls. Optionally specify a CRM field to be automatically updated with the call disposition. To define properties for a campaign: 1. In the Configuration menu click Campaigns. The Campaigns page opens. Figure 99: Campaigns Page Version 7.0 Rev

195 2. Click Add to add a new campaign. The Properties tab opens. Figure 100: Campaign Properties. 3. Check Enabled to enable the campaign. 4. Enter or select values for the following properties of the new campaign:: Table 60: Summary of Campaigns Page, Properties Tab options Campaigns Page, Properties Tab General Properties (Required) Description Campaign Name: Enter a campaign name. Queue: Select the outbound queue to which the campaign is directed. Caller ID: Select the phone channel number configured for the tenant to be presented as the outbound caller ID or select Anonymous. CRM Objects: Select a CRM object from the list configured in the Outbound Setup. Note: A campaign can extract data from only one CRM object. Version 7.0 Rev

196 Campaigns Page, Properties Tab Start and End Time (Optional) Daily Call Start & End Time (Optional) Retry Properties (Optional) Auto Update (Optional) Description Select Start and End Date, and Time values to schedule a campaign. You can specify a start date and an end date. If start date and time is not provided, you must start the campaign manually. If end date is not provided, the campaign stops after processing all the records. Start Date: Specify a date to initiate the campaign. Start Time: Specify a time of the day to initiate the campaign. End Date: Specify a date to end the campaign. End Time: Specify a time to end the campaign. Note: A scheduled campaign follows the tenant time zone. Enable and select a daily schedule to further control the time campaign calls are offered to agents daily. This setting ensures the calls are offered based on a default schedule, or a custom schedule, and uses area code of a destination number or time zone. For example, if a campaign follows a default schedule with a daily start and end time configured at 9:00 and 17:00, the application initiates calls daily only between 9:00 AM and 5:00 PM. The current time at the destination is computed based on the area code of the destination number or the time zone specified. Enabled: Check to enable the daily call start and end time. Schedule: Select a default schedule, or a custom schedule. Area Code: Select this option to offer calls based on the area code of the outbound phone number. Time Zone: Selecting a time zone from the drop down menu offers calls in the specified time zone. Select from 35 different time zones catering to all over the world. Note: Default or custom Schedule refers to the schedule specified for the tenant in Home > Schedules tab. Define retry attempts for unsuccessful campaign calls. You can define the retry frequency and the maximum number of retry attempts before dropping the number from the call list. When a campaign runs, the disposition action 'Try Again' places retrial calls based on values defined in Retry Properties. Select a CRM field to be updated with transaction code report text, or short codes. This data may be used to filter a campaign for further processing. Note: The CRM field has to be included in the Outbound Setup. You may create a new CRM field to capture the disposition of each attempted campaign call. For each campaign cycle, create a new CRM field to capture the disposition for the cycle. Otherwise, the disposition from the next campaign cycle overwrites the disposition in the current cycle. Version 7.0 Rev

197 Campaigns Page, Properties Tab Do not Call (optional) Description Select a CRM field to be updated with Do not Call disposition information. 5. Click Save. You created a campaign successfully. Optionally, you may assign supervisors, create a search query, label a sort order, and assign pre-recorded messages to the campaign. Note: On initiating a campaign, you cannot modify properties of the campaign. Assigning Supervisors to a Campaign A Campaign Supervisor controls and/or monitors real time campaign status. A Supervisor can run campaign reports to get statistical information on the campaign calls processed. You can assign the following campaign supervising privileges to supervisors any time during the campaign's life cycle. Monitor: Allows a supervisor to monitor real time statistics of the campaigns he monitors. Control: Allows a supervisor to start, schedule, pause, purge, resume, and purge campaigns he controls. To assign Supervisors to a campaign: 1. Click Supervisors tab for a campaign. A list of supervisors appears. Figure 101: Campaigns page, Supervisors Tab 2. Check the Monitor attribute to allow supervisors to access real time statistics about the campaigns. 3. Check the Control attribute to allow supervisors to start, pause, purge, stop a Version 7.0 Rev

198 campaign through the Campaign Management tab in the Agent Supervisor Console. Note: You can alter Supervisor assignments even after initiating a campaign. 4. Click Save. Defining a Search Filter A campaign cal list can be filtered based on a custom search query. You can define a custom query, and generate a custom call list based on specific CRM fields and values under the CRM object. In the Campaigns page, Filter tab allows you to define a custom search query. You can validate a query by test running the query. Note: You cannot alter a campaign filter after initiating the campaign. To define search criteria for a campaign: 1. Click Search tab for a campaign. Figure 102: Campaigns page, Filter Tab 2. Select a field name from the drop down list and enter a value. You can nest multiple search criteria to create a complex query. 3. Click + to nest search criteria. An example query shown below retrieves customer records with Credit Rating greater than 700, and Expense in the last 6 months greater than 30000, and Expense in the last year greater than , and with an Income Range between 3 and 4. Version 7.0 Rev

199 Figure 103: Campaigns page, Search tab 4. Click Test to validate the search criteria. If the test passes, you have defined a valid filter. If the test fails, check for any errors and redefine the filter. 5. Click Save. Specifying Sort Order You can sort a campaign call list based on applicable CRM fields. The call list takes priority based on the sort order you specified. When a campaign runs, calls are placed based on the sorted order. For example, you can sort a call list by Expense Last 6 Months in descending order to place calls to the customers bearing highest expenses first. In Campaigns page, Sort tab enables you to specify a sort order to a campaign. Note: You cannot modify the sort order after initiating a campaign. To specify sort order for a campaign call list: 1. Click Sort tab for a campaign. Figure 104: Campaigns page, Sort tab Version 7.0 Rev

200 2. Select a field from the drop down list and select the sort order. Note: You can sort any text field in the ascending or descending order. 3. Click + to nest more sort criteria. 4. Click Save. Assigning Audio Files to a Campaign During a campaign, an agent can play pre-recorded audio messages defined for that campaign to ensure a uniform delivery of the campaign message across all campaign calls. If you uploaded audio files of pre-recorded messages during Outbound Setup, you can assign those messages to the campaign now. An agent accepting campaign calls can access and play pre-recorded messages at any point during the call. On reaching a voic , an agent can play a pre-recorded message, then immediately switch back to available status, and attend the next interaction. To assign a pre-recorded message to a campaign: 1. Click Campaign > Audio Files tab. Figure 105: Campaigns Page, Audio Files Tab Version 7.0 Rev

201 2. In the Audio Files pane, select a folder. The messages under the folder are displayed in Available Audio Files pane. 3. Check the message you wish to assign to the campaign. Figure 106: Audio Files Tab, Assigning audio files 4. Click Menu > Assign on the top right hand corner of the Available Audio Files pane. A dialog box appears with a message confirming the assignment. Version 7.0 Rev

202 Figure 107: Audio Files tab, Messages assigned 5. To un-assign an audio file, select the file from the Assigned Audio Files window and click Un-assign from the menu.. 6. Click Done. Version 7.0 Rev

203 Controlling a Campaign After creating a campaign, you can manually start or schedule the campaign. If you defined scheduling attributes in the campaign properties, the campaign executes as scheduled. If not, you should start the campaign manually. As an administrator or a privileged supervisor, you can start, pause, purge, or stop a running campaign at any time.you can execute a new campaign either by manually starting it or scheduling it. Note: Campaigns are controlled by administrators and privileged supervisors only. An administrator controls the campaigns from the Configuration Manager, while a supervisor controls campaigns from the Campaign Management tab in the Agent Console. To initiate a campaign manually: 1. Click Campaigns in the configuration menu. Figure 108: Campaigns page 2. Select a New campaign and click Control > Start Now to manually start the campaign. Version 7.0 Rev

204 Figure 109: Manually Starting a Campaign Note: The status changes from New to Manually Started. For more information on campaign status, see Understanding Campaign Status on page 1. To run a scheduled campaign: 1. Click Campaigns. 2. Select a campaign and click Control > Schedule to initiate a campaign on schedule. Note: For a campaign to run on schedule, you must have specified a schedule in the Campaign Properties tab. For information on scheduling a campaign see Defining Properties for a New Campaign, on page 184 Pausing a Campaign Pausing a campaign stops the campaign temporarily retaining calls in the queue. Calls in the queue continue to be offered to agents until completed. You can resume, or abort a paused campaign. To pause a campaign: 1. Select a campaign, and click Control > Pause to pause the campaign. 2. Click Control > Resume to resume the paused campaign. Version 7.0 Rev

205 Purging a Campaign Purging a paused campaign aborts the campaign by flushing all calls in the queue. You can resume a purged campaign. Resuming feeds calls back to the queue. To purge a campaign: 1. Select a campaign, and click Control > Purge to pause the campaign. 2. Click Control > Resume to resume the paused campaign. Version 7.0 Rev

206 Managing a Campaign Once you create a campaign, you can perform the following functions: Edit a campaign Control a campaign Copy a campaign Delete a Campaign Editing a Campaign You can edit campaign settings before running it. Once a campaign runs, you cannot edit any of its properties except changing the supervisor assignments. To edit a campaign: 1. Click Campaigns in the configuration menu. Figure 110: Campaigns page, Edit option 2. Choose the campaign you wish to edit and click Edit. 3. Make necessary edits and click Save. Version 7.0 Rev

207 Copying a Campaign You might want to copy a campaign and run it again under circumstances such as: Campaign call list was not processed as expected. Too many dropped calls or skipped calls. To copy a campaign: 1. Click Campaigns in the configuration menu. 2. Select a campaign you wish to copy, and click Copy. A new copy of the campaign is created and shows in the updated list of campaigns. Deleting a Campaign After completing campaigns you may want to remove them if you no longer need them. Deleting a campaign removes all historical information related to the campaign. To remove a campaign: 1. Click Campaigns in the configuration menu. 2. Select a campaign from the list and click Delete. The campaign is removed from the list. Version 7.0 Rev

208 Selecting Addressees and Creating Messages with the Broadcast Tab Use the Broadcast page, Broadcast tab to send a message to one or more Agent Groups. To display the Broadcast page, Broadcast tab, in the Configuration menu, click Broadcast. Figure 111: Broadcast page, Broadcast tab Summary of Broadcast Tab Options Table 61 summarizes the options available in the Broadcast page, Broadcast tab. Table 61: Summary of Broadcast page, Broadcast tab options Broadcast, Broadcast tab option Group: Alert Level Only send to logged-in agents Message Description Choose All Groups or a specific Group definition. For information about creating Virtual Contact Center Groups, see Creating Groups of Agents with the Groups Tabs, on page 31 Choose Low, Medium, or High alert, or Pop-up. Choose Yes to send the broadcast to agents who are logged in or No to also send the broadcast to agents the next time they log in. Type the broadcast message. Version 7.0 Rev

209 Integrating with a Third-party CRM with the Integration Page You can use the Integration page to configure your Virtual Contact Center tenant to exchange data with third-party processes, such as Customer Relationship Management (CRM) products. Overview of Integrating your Contactual Tenant with Thirdparty CRMs The Contactual WAPI enables you to integrate your Virtual Contact Center with thirdparty processes such as external Customer Relationship Managers (CRMs). Integrating with a third-party CRM enables you to expand the capabilities of the standard Contactual CRM, and to incorporate your existing CRM system's data into your tenant's interaction processing workflow. Overview of Supported CRMs The standard WAPI Configuration Manager enables you to integrate with the following CRMs: Salesforce NetSuite Integrating the Configuration Manager with other CRM products requires the use of a customized API. Overview of Integration Functionality In the Configuration Manager, the Integration page, use the: CRM API tab to specify the access credentials and rights an external CRM uses to access the Contactual CRM database. Version 7.0 Rev

210 The third-party system can access data from the Contactual CRM for purposes of producing customized reports or synchronizing database data between the two systems. CRM Triggers tab to configure the Virtual Contact Center to transmit URLs that include activity parameters to an external HTTP server whenever an agent creates, edits, or deletes a customer, case, or followup record in the Contactual CRM. The HTTP server uses the URL received from the Virtual Contact Center to run an interaction-specific synchronization, such as a database synchronization. Screen Pop tab to configure the Virtual Contact Center to transmit a URL to a thirdparty CRM product when an agent is offered, accepts, or completes an interaction. The third-party CRM responds by sending an HTML document containing supplementary information about the interaction to the agent's browser as a popup. Use the fourth Integration page tab, the API Token tab, to create and copy the secure access tokens required to enable a-third-party system to access the following Contactual CRM data: Statistical reporting data The Recording API Configure Third-party CRM API Access with the CRM API Tab Use the Integration page, CRM API tab, to specify the account credentials and access rights used by a third-party process to access the Contactual CRM database. To display the CRM API page, in the Configuration menu, click Integration then click the CRM API tab. Version 7.0 Rev

211 Figure 112: Integration tab, CRM API page To completely configure bi-directional exchange of information to and from a third-party process and the Contactual CRM database, use the CRM Triggers page to transmit URLs to a third-party process when Contactual CRM database records are modified. For information about the CRM Triggers page, see Configure Third-party CRM Triggers with the CRM Triggers Tab, on page 203. Summary of CRM API Tab Options Table 62 summarizes the options available in the Integration page, CRM API tab. Version 7.0 Rev

212 Table 62: Summary of Integration page, CRM API tab options Integration, CRM API tab option Enable CRM API Access CRM API username Password, Retype Password Used Identify Access Rights Description Select to enable a third-party process to access the Contactual CRM database. The third party process uses the credentials specified by the CRM API username and Password text entry areas, described later in this table. Do not reuse an agent account name: Type a username created exclusively to service CRM API XML access to the Contactual CRM database. Type the password required to access the Contactual CRM database. Select the Agent account name associated with activities performed by the CRM API. In reports, interaction activity performed by the CRM API matches the value of Used Identify. Choose the operations the third party process is allowed to perform on the Contactual CRM. Select Add to enable the third-party process to create a new CRM database record. Select Modify to enable the third-party process to change an existing Contactual CRM database record. Select Get to enable the third party process to read the Contactual CRM database record. The Add, Modify, and Get permissions can be selected for each the following categories of Contactual CRM database records: Customers Cases Followups (No Modify option) FAQ The access rights specified in the Access Rights list, described earlier in this table, specify which operations the CRM API is allowed to perform: The CRM API does not inherit the access rights of the agent specified in the Used Identify list. The CRM API cannot delete data from the Contactual CRM. Version 7.0 Rev

213 Configure Third-party CRM Triggers with the CRM Triggers Tab Use the Integration page, CRM Triggers tab, to transmit URLs from the Virtual Contact Center to a third-party process when Contactual CRM database records are modified. The third-party process uses the URL to synchronize its database records with the Contactual CRM database. To display the CRM Triggers page, in the Configuration menu, click Integration then click the CRM API tab. Figure 113: Integration page, CRM Triggers tab To exchange information to and from a third-party process and the Contactual CRM database, use the CRM API page to enable a third-party process to access the Contactual CRM database. For information about the CRM API page, see Configure Third-party CRM API Access with the CRM API Tab, on page 200. Summary of CRM Triggers Tab Options Table 63 summarizes the options available in the Integration page, CRM Triggers tab. Version 7.0 Rev

214 Table 63: Summary of Integration page, CRM Triggers tab options Integration, CRM Triggers tab option Customer Case Followup Description To enable the Virtual Contact Center to notify a third-party process about changes to customer account data, in the Customer area, in the Create, Edit, or Delete text entry area, type a URL. When an agent creates, edits, or deletes, customer data in the Contactual CRM database, the Virtual Contact Center transmits a formatted string to the URL specified in that action's text entry area. For customer data, the formatted string is of the form:?accountid=aaa, where aaa specifies the customer account identifier. To enable the Virtual Contact Center to notify a third-party process about changes to case data, in the Case area, in the Create, Edit, or Delete text entry area, type a URL. When an agent creates, edits, or deletes, case data in the Contactual CRM database, the Virtual Contact Center transmits a formatted string to the URL specified in that action's text entry area. For case data, the formatted string is of the form:?accountid=aaa&caseid=ccc, where: aaa specifies the customer account identifier. ccc specifies the case identifier. To enable the Virtual Contact Center to notify a third-party process about changes to case followup data, in the Followup area, in the Create or Delete text entry area, type a URL. When an agent creates or deletes, followup data in the Contactual CRM database, the Virtual Contact Center transmits a formatted string to the URL specified in that action's text entry area. For followup data, the formatted string is of the form:?accountid=aaa&caseid=ccc&followupid=fff, where: aaa specifies the customer account identifier. ccc specifies the case identifier. fffspecifies the followup interaction identifier. Version 7.0 Rev

215 Overview of Exchanging Data with a Third Party Process The following describes the sequence performed if you use the Integration page, CRM API and CRM Triggers tabs, to enable the Virtual Contact Center and a third-party process to bi-directionally exchange customer, case, or followup data. 1. An agent uses the Agent Console to update customer, case, or followup information contained in the Contactual CRM database. If in the Integration page, the CRM Triggers tab, a URL has been specified for that type of interaction, then the Virtual Contact Center transmits a formatted URL that includes the customer, case, or followup information. For information about the formatted strings transmitted by the Virtual Contact Center to a third-party process, see Summary of CRM Triggers Tab Options, on page The third-party process receives the formatted string, then uses the CRM API to read additional information about the interaction from the Contactual CRM database. For information about configuring the CRM API to enable a third-party process to access the Contactual CRM database, see Configure Third-party CRM API Access with the CRM API Tab, on page The third-party process updates its database with the information read from the Contactual CRM. 4. The third-party process sends the Contactual CRM database any information required to synchronize the two databases. For example, the third-party process may use internal logic to revise the priority of the case. Example of a CRM Trigger The following example illustrates the use of the CRM Trigger tab. Figure 114 illustrates a trigger specification. Figure 114: Integration, CRM Trigger tab, example trigger Version 7.0 Rev

216 In Figure 114: myserver.net specifies a valid HTTP server acct_add.php specifies a PHP script that creates a log file of the AccountID written to myfile.txt Example 1 shows a PHP script invoked by the trigger illustrated in Figure 114. Example 1: Example PHP script invoked by an Virtual Contact Center CRM Trigger /* acct_add.php log creation of new accounts*/ <? if(is_file('myfile.txt')) { } $fp = fopen('myfile.txt','a+'); else { } $fp = fopen('myfile.txt','w'); if($fp) { } $now = date( "[m/d/y H:i:s] ", time()); fwrite($fp, $now.'accountid: '.$AccountID." action: CREATE CUSTOMER\n"); fclose($fp); The script reads the account ID referenced by an agent interaction and writes the account ID to a file named myfile.txt. Version 7.0 Rev

217 Configure Third-party CRM Message Popups with the Screen Pop Tab Use the Integration page, Screen Pop tab, to configure the contents and appearance of the messages sent to the Web browser of on Agent Console associated with a particular interaction. To display the Screen Pop page 1. Click Integration > Screen Pop tab. Version 7.0 Rev

218 Figure 115: Integration page, Screen Pop tab Summary of Screen Pop Tab Options Table 64 summarizes the options available in the Integration page, Screen Pop tab. The screen pop features vary with the choice of CRM. Version 7.0 Rev

219 Table 64: Summary of Integration page, Screen Pop tab options Integration Screen Pop tab option Enable Screen Pop Target Attributes Target type Integration Type Description Select to enable the screen pop feature. Click one of the following third-party CRM products: NetSuite Salesforce.com Zendesk Microsoft Dynamics Custom The selection of a product enables and disables other features on the Screen Pop page. If Target type specifies Salesforce.com, then choose one of the following: Legacy Enhanced Legacy integration: Displays information from the Salesforce.com database in a separate browser window. Provides less integration with Salesforce.com than Enhanced mode. Enhanced integration: Displays information from the Salesforce.com database in a frame with the Agent Consolewindow. The agent can optionally move the Salesforce.com frame to a separate browser window. Provides more complete integration with Salesforce.com than Legacy mode. Account Service Name If you choose Enhanced, the Configuration Manager disables the Size and Position area described later in this table. If Target type specifies NetSuite or custom, then type the account name required to access the data the third-party CRM incorporates into the screen pop message. Service name is the URL used to login to your external CRM account. Login URL Branding URL is the custom URL provided by your CRM if you have customized your help desk to match your brand s look and feel. Version 7.0 Rev

220 Integration Screen Pop tab option URL Enable Customization Use Remote Login Description If Target type specifies custom, then type the URL where the Virtual Contact Center sends information about the interaction that will be reported on by the screen pop. This option instructs the OnDemand Contact Center to execute a custom XML Salesforce integration script using the specified Script URL. If Customization is enabled, the Script URL must contain a valid URL that points to the location of the custom script. Once the Script URL is specified and the Screen Pop page is saved, all features and functionality of the standard integration are replaced with the custom functionality. Agents will see the changes with their next login. Use Client Login Session to pop Landing Pages Select the option to enable support for the Salesforce security setting: Lock sessions to the IP address from which they originated. Check the Launch native login window at agent login setting to have the Agent Console automatically launch a Salesforce login window when the agent logs in to the Agent Console. If the Launch native login window at agent login is not set, the agent must manually log in to Salesforce using the next tab of the same browser window used for the Agent Console session. The Virtual Contact Center enables custom landing page, and /or provides three built-in landing tabs from the Virtual Contact Center CRM: Enable Custom: If enabled, enter a title for the landing page, and a URL to navigate to. Customers: Opens the Customers tab. Cases: Opens the Cases tab. s: Opens the home page. The settings are determined through Configuration Manager and not in custom XML. User can now configure the settings to hide/show by checking/unchecking the corresponding boxes. Note: Availability of the tabs depends on the external CRM the tenant is integrated with. Version 7.0 Rev

221 Integration Screen Pop tab option Trigger a Popup Window For these events Description Select the types of interactions that use the screen pop feature: Select When agent is offered interaction to enable the Virtual Contact Center to display a screen pop when an agent is presented with a new interaction. Select When agent accepts interaction to enable the Virtual Contact Center to display a screen pop when an agent accepts a new interaction. Select When agent completes interaction the Virtual Contact Center to display a screen pop when an agent has completed an interaction. For these media Window Properties Show toolbar In the For these media area, described later in this table, choose which types of Virtual Contact Center channels that use the screen pop feature. Choose the Virtual Contact Center channels that use the screen pop feature. Choices are Phone, Voice Mail, Chat, and . This option allows agents to see Screen Pop and new Salesforce URL launches using a new window(s) instead of tabs within the Agent Console window. New window is open for each transaction and new URL. Along with this option, two more options are available. Use single window only: This option allows only one single window to display all the Screen Pop and URL launch. Hide result listing if one search result is found: Contactual application supports multiple search results displayed on Screen Pop. With the option enabled, the tab with one result listed will not be open. The Screen Pop window still will pop with the search result record. Note that with this option enabled, if multiple results are found, tab is open with all the result records listed. If the Salesforce window is collapsed, it will be automatically expanded. If Target type specifies Salesforce.com, and Integration Type specifies Legacy, then click yes to display the Internet Explorer toolbar at the top of the stand-alone popup window. If Integration Type specifies Enhanced, the Virtual Contact Center ignores the value of Show toolbar.-+ Size and position In the width and height text entry areas, type the size as an integer number pixels of the screen pop window. In the top and left text entry areas, type the screen position as an integer number of pixels of the screen pop's upper-left corner. Version 7.0 Rev

222 Screen Pop Configuration for External CRM Screen pop configuration information varies with each external CRM. The following table summarizes the screen pop features applicable to each external CRM supported by the Virtual Contact Center. Version 7.0 Rev

223 Table 65: Summary of Configuration Features for External CRM Screen Pop Integration > Screen Pop tab option Target Attributes Target type Integration Type Enhanced Legacy NetSuite Salesforce Zendesk Microsoft Dynamics X X X X X X Account X Service Name X X Login URL X Branding URL X X URL Enable Customization X X X Use Remote Login X X Use Client Login Session to Popup X Landing pages Enable Custom Enable Customers Enable Cases Enable s X X X X X X X X Trigger a pop up window For these events When agent is offered transaction When agent accepts transaction X Version 7.0 Rev

224 Integration > Screen Pop tab option When agent completes transaction For these media Phone Voic Chat Window Properties Open new window for screenpop Show Toolbar Size and Position NetSuite X X X X X X Salesforce Zendesk Microsoft Dynamics X X X X X X X X X X X X X X X X X X X X X X X X X Overview of Screen Pop This topic contains the following sections: Type of Screen Pops Overview of Screen Pop Event Types Overview of Screen Pop Data Exchange Type of Screen Pops In the Virtual Contact Center, Screen-Pop describes the mechanism that enables a thirdparty CRM to display supplementary information in an HTML page that "pops" into the agent's browser. The Configuration Manager screen pop feature directly supports the following CRM products: NetSuite Salesforce.com Zendesk Microsoft Dynamics Version 7.0 Rev

225 For NetSuite CRMs, use the Integration page, SC REEN POP tab, to specify the NetSuite account ID used to access the NetSuite CRM. The agent address and password (used to login) are set in the agent's profile, in the Agent Console. For Salesforce.com CRMs, configure the Integration > ScreenPop tab in the Configuration Manager, and set up the external user name and password information in the agent profile in the Agent Console. For Zendesk CRM integration, configure the Integration > ScreenPop tab in the Configuration Manager, and set up the external user name and password information in the agent profile in the Agent Console. For Microsoft Dynamics CRM integration,configure the Integration > ScreenPop tab in the Configuration Manager, and set up the external user name and password information in the agent profile in the Agent Console. For other types of CRMs, use the Contactual API to develop a customized integration environment. Overview of Screen Pop Event Types Screen-pops are triggered by events, or steps in the process of handling an interaction. There are three events that can cause a screen-pop: Agent is offered an interaction, but has not yet accepted. Agent accepts an interaction (for example,. is connected to a caller). Agent completes an interaction (for example,. hangs up after a call). Overview of Screen Pop Data Exchange The following describes the sequence performed if you use the Integration page, Screen Pop tag, to enable the Virtual Contact Center to transmit a screen pop request to a thirdparty CRM. 1. The Virtual Contact Center uses the information in the Integration page, Screen Pop tab, to transmit interaction parameters to the third-party CRM as an HTTP POST message. Table 66lists the information contained in the HTTP POST message. Version 7.0 Rev

226 Table 66: Screen Pop parameters transmitted by Virtual Contact Center in HTTP POST message Screen Pop parameter Channel Queue ANI Wait Time Event Media ExtVar1, ExtVar2 Description The Virtual Contact Center channel name that received the interaction. The Virtual Contact Centerqueue name that received the interaction. For phone channels, the caller's ANI information. The length of time this interaction waited before being accepted by an agent. Interaction status of offered, accepted, or completed. The Virtual Contact Center channel type of PHONE, VOICE MAIL, CHAT, or . Optional CRM-specific variables. 2. The third-party CRM uses the received information to access its database, construct a popup message about the interaction, then transmit the popup message to the Agent Console processing the interaction. Example of a Screen Pop The following example illustrates the use of the Screen Pop tab. Figure 116 illustrates a Screen Pop specification. Figure 116: Integration, Screen Pop tab, example trigger Version 7.0 Rev

227 In Figure 116: myserver.net specifies a valid HTTP server ScriptPop.php specifies a PHP script that displays either of two HTML pages Example 2 shows a PHP script invoked by the screen pop configuration illustrated in. Example 2: Example PHP script invoked by an Virtual Contact Center Screen Pop <?php /* scriptpop.php This script should return a web page depending on the phone number dialed */ $channel=$_post[ Channel ]; if (is_null($channel)) { printf( No channel data was given ); } else { switch ($channel) { case : header( Location: ); break; default: header( Location: ); break; } } Version 7.0 Rev

228 The script evaluates the call's ANI. If the interaction arrived on the phone channel, then the Contactual homepage screen-pops in a new browser window. If the call arrived on a different channel, then the script opens in a new browser window. Create a Third-party CRM Secure Access Token with the API Token Tab Use the Integration page, API Token tab, to create and copy a secure access token used by a third-party process to access the following Virtual Contact Center data: Statistical data for reporting Audio recordings data Web Callback Real Time statistical data To display the API Token page, in the Configuration menu, click Integration then click the API Token tab. Figure 117: Integration page, API Token tab The Token area lists the current API token. Summary of API Token Tab Options summarizes the options available in the Integration page, API Token tab. Version 7.0 Rev

229 Table 67: Summary of Integration page, API Token tab options Integration, API Token tab option Copy to Clipboard New Token Description Click to copy the current value of the Token area to the system clipboard. After copying the token value to the clipboard, use the system paste function (by default, CTRL+p) to paste the token into an , file, or password text entry area to enable a third-party entity to access the Contactual API. Click to create a new token and display the token's value in the Token area. Version 7.0 Rev

230 Status Codes - Overview What are status codes? Status codes enable contact center supervisors to track how an agent spends his time through a workday. When an agent is logged into the Agent Console, he/ she accepts or rejects interactions, takes breaks, works offline or logs out. Supervisors might want to know more details or reasons for an agent changing the status or rejecting an interaction. Agent statuses such as 'On Break', 'Work Offline' do not point out the specific reasons for status change by the agent. Status codes can be defined to bridge this information gap. The status codes associate an agent s status change action with probable reasons for the change, and enable supervisors or managers to track the work pattern of agents. For example, you can define status codes such as 'Attend Meeting', 'Complete Case Work' as probable reasons for an agent to 'Work Offline'. Using status codes functionality: An administrator predefines a list of status codes used to describe probable reasons for agent s status change actions. An agent selects a reason for status change from a predefined list of status codes when changing status. A supervisor analyzes an agent s working pattern and contributes to improving call center s throughput. When do you use status codes? If your contact center's workflow requires a close supervision of agents time, then you might want to define status codes to achieve that. Most common reasons to use status codes are: To know reasons for an agent rejecting an interaction. To know reasons for an agent working offline. The following table lists an agent's actions for which you can define status codes and corresponding examples of status codes. Version 7.0 Rev

231 Table 68: Status Codes Agent's actions on AGUI Take Break Work Offline Logout Reject Phone Reject Chat Reject Examples of Status Codes Lunch Short Break Restroom Attend Meeting Project Work Training Outbound Call End of shift PC Reboot Working on a Case Technical Issue Not Ready for Interaction Nearing Break Time How do you define status codes? Before defining status codes you need to understand your company's workflow. If your company has multiple work-flows, you can create a separate status code list for each work-flow. For example, if your company has a separate workflow for Support and Sales, you would define a separate code list for each department. Each status code list contains a set of codes - reasons for a specific status change. A status codes list can be assigned to a group of agents with the limitation that a group of agents can only access one list of status codes. Within the agent group, specific agents can be enabled or disabled to have access to the status code list. Defining status codes requires you to: Identify valid and acceptable reasons for status change. Identify groups/agents to apply status codes. Determine the need for multiple language translation of status codes. Create a status code list. Creating status code list involves the following tasks: Version 7.0 Rev

232 Create status code list by defining properties. Create individual status codes in the list to define possible reasons for actions. Translate status codes to a secondary language. Assign status codes to groups of agents. Select agents within the group to assign the status codes. How do agents use status codes? Agents assigned to a status code list, are presented with individual status codes in the list when he chooses an action associated with codes. The agent must choose a code from the presented list, and only then is allowed to proceed with the action. For example, When an agent who is active, changes his status to Work Offline, a list of status codes such as Attend Meeting, Project Work associated with the action are presented to him in a drop down list on the control panel.the agent must choose a status code from the list that describes the reason for status change before working offline. How do supervisors use Status Codes? Supervisors can track how an agent spends time by generating the following two historical reports: Agent- Status Change Details: The report gives detailed information on agents s status changes, time at which an agent changed status, and an associated reason if any. When the supervisor browses through the report, he gets information about how often an agent changed status as well as the reason for status change. Figure 118: Agent: Status Change Details Report Agents: Time on Break/Offline with status codes: The report indicates how an agent Version 7.0 Rev

233 spends time on each task while working offline or on break. The report summarizes information on time spent by each status code, by status, by agent and by date. A sample report is shown below. Figure 119: Agents: Time on Break/Offline with Status Codes Configuring Status Code Lists and Settings with the Properties Tab Use the Status Code Lists, Properties tab to create a new Status Code list and configure the list's name and characteristics. To enable the Status Codes, Properties tab, your Virtual Contact Center must have at least one status code list. Perform the procedure in this section to create a new status code list. To enable the Status Code Properties tab. 1. In the Configuration menu click Status Codes. Configuration Manager displays the Status Code Lists page. Version 7.0 Rev

234 Figure 120: Status Codes page, Properties tab, no status code definitions 2. In the, in the Show list select all. Configuration Manager lists both the inactive and inactive status code list definitions. If no status code lists exist, you must create at least one list to enable the Properties tab options. 3. To create a new status code list, click New. To use an existing status code list as the starting point for a new status code, click Duplicate. Configuration Manager adds the new, incompletely configured status code list to the page. Version 7.0 Rev

235 Figure 121: Status Codes page, Properties tab, new status code list definition 4. In the Primary Language list, choose the status code list's primary language. The new status code cannot be saved until you choose the new status code list's primary language. 5. Click Save. Configuration Manager enables the Codes, Translations, Assign Groups, and Activate Agents tabs. In addition to choosing the Primary Language, most contact centers will want to configure the status code's optional information. Summary of Status Codes Properties Tab Options summarizes the options available in the Status Codes page, Properties tab. Version 7.0 Rev

236 Table 69: Summary of Status Codes page, Properties tab options Status Codes, Properties tab option Description Show Choose Active to list only active status code lists Used Active Name Description Category Admin Notes Primary Language Secondary Language Choose Inactive to list only inactive status code lists Choose All to list both active and inactive status code lists If an Agent has applied a code in his or her Agent Console, then the Configuration Manager adds a checkmark to that code and its parent list. After a code has been used, both the code and its code list cannot be deleted. Select to put this status code list into service. Type the name of the status code list. Type a description for the status code list. In the Category list: Choose Edit Categories to create a new status code category. or Choose an existing status code category. Type information that will enable administrators to understand the purpose of this status code list. To save a new status code list, you must choose the code list's primary language. After the status code list has been saved, you cannot change the Primary Language setting. For more information about using the Primary Language list, see Configuring Status Code Lists and Settings with the Properties Tab, on page 223. Choose one or more secondary languages for the status code list. For information about configuring a status code's secondary languages, see Choosing Status Code Languages with the Translations Tab, on page 229 Sort Order Choose Manual to enable you to list status codes in a specific order Choose Automatic to have the Virtual Contact Center sort status codes in alphabetical order Defining Status Codes with the Codes Tab Use the Status Codes page, Status Codes tab to define the individual status codes contained in a status code list. Version 7.0 Rev

237 To display the Codes page, in the Configuration menu click Status Codes then click the Codes tab. Figure 122: Status Codes page, Codes tab If the Codes tab is disabled, perform the procedure in Configuring Status Code Lists and Settings with the Properties Tab, on page 223. Summary of Status Codes, Codes Tab Options Table 70 summarizes the options available in the Status Codes page, Codes tab. Version 7.0 Rev

238 Table 70: Summary of Activate Agents page, Codes tab options Activate Agents, Codes tab option Description Show Choose Active to list only active status codes Choose Inactive to list only inactive status codes Choose All to list both active and inactive status codes Used Move Up / Down Menu Text Report Text Short Code Code categories If an Agent has applied a code in his or her Agent Console, then the Configuration Manager adds a checkmark to that code and its parent list. After a code has been used, the code and its code list cannot be deleted. Select a code, then click Move Up or Move Down to change the status code's position in the list of codes. Type the string the Agent Console displays when displaying the code. Type the string theagent Console displays when listing the code in a report. Type the string the Agent Console uses when displaying the code's short identifier. Choose an optional primary category for the code: Take Break Work Offline Log Out Reject Phone Reject Chat Reject Examples of Status Codes for Agent Breaks Figure 123 illustrates the use of the Status Codes page, Codes tab to configure status codes for various sorts breaks taken by a contact center's agents. Version 7.0 Rev

239 Figure 123: Example Status Codes Choosing Status Code Languages with the Translations Tab Use the Status Codes page, Translations tab to configure secondary language options for individual status codes. To display the Translations page, in the Configuration menu click Status Codes then click the Translations tab. Version 7.0 Rev

240 Figure 124: Status Codes page, Translations tab If the Translations tab is disabled, perform the procedure in Configuring Status Code Lists and Settings with the Properties Tab, on page 223. Summary of Status Code Translations Tab Options Table 71summarizes the options available in the Status Codes page, Languages tab. Version 7.0 Rev

241 Table 71: Summary of Status Codes page, Languages tab options Status Codes, Languages tab option Description Show Choose Active to list only active status codes Choose Inactive to list only inactive status codes Choose All to list both active and inactive status codes Primary Language Show Secondary Language Menu Text (secondary language ID) Report Text Short Code Read-only list of status code descriptions in the code's primary language. For information about choosing a status code's primary language when you create the code, see Configuring Status Code Lists and Settings with the Properties Tab, on page 223 Choose one of the secondary languages selected in the status code's Properties tab. When you select a secondary language, the Configuration Manager changes the title of the Menu Text text entry area described later in this table. For more information about selecting a status code's secondary languages, see Summary of Status Codes Properties Tab Options, on page 225. In the Show Secondary Language list, choose a secondary language, and type the string the Agent Console displays when displaying the code in the secondary language. In the Show Secondary Language list, choose a secondary languag, and type the string the Agent Console displays when listing the code in a report. In the Show Secondary Language list, choose a secondary languag, and type the string the Agent Console uses when displaying the codes' short identifier. Assigning Status Codes to Groups with the Assign Groups Tab Use the Status Codes page, Assign Groups tab to choose which groups use the status code list. To display the Assign Groups page, in the Configuration menu click Status Codes then click the Assign Groups tab. Version 7.0 Rev

242 Figure 125: Status Codes page, Assign Groups tab If the Assign Groups tab is disabled, perform the procedure in Configuring Status Code Lists and Settings with the Properties Tab, on page 223. Summary of Status Code Assign Groups Tab Options Table 72 summarizes the options available in the Status Codes page, Groups tab. Table 72: Summary of Status Codes page, Groups tab options Status Codes, Groups tab option Description Agent Groups That Use This List List of agent groups currently assigned to this status code list. All Agents Groups Add, Remove Save Revert List of agent groups not assigned to use this status code list. Click Add or Remove to put agent groups in the assigned or unassigned lists. Click Save to save any changes made to the lists of agent groups. Click Revert to abandon any changes made to the list before the last save operation. Version 7.0 Rev

243 Assigning Status Codes to Agents from a Group with the Activate Agents Tab Use the Status Codes page, Activate Agents tab to choose which agents use the status code. To display the Activate Agents page, in the Configuration menu click Status Codes then click the Activate Agents tab. Figure 126: Status Codes page, Activate Agents tab If the Activate Agents tab is disabled, perform the procedure in Configuring Status Code Lists and Settings with the Properties Tab, on page 223. Summary of Status Code Activate Agents Tab Options Table 73 summarizes the options available in the Status Codes page, Activate Agents tab. Version 7.0 Rev

244 Table 73: Summary of Status Codes page, Activate Agents tab options Status Codes, Agents tab option Select an agent group Activate the desired agents Description In the list of agent groups, select a group to update the Activate the desired agents list. After selecting an agent group in the Select an agent group list, choose the agents who will use the status codes in this status codes list. Click Activate All or De-activate All to change the activation status of all the agents in the list. Version 7.0 Rev

245 Transaction Codes - Overview What are transaction codes? Transaction codes offer a means to set a unique calling line identifier(caller ID) for outbound calls, and to apply call disposition to inbound as well as outbound interactions. Each inbound or outbound interaction in a call center has some purpose and disposition. Transaction codes can be defined to collect call disposition information from the agents at the time of the call and supervisors can report on this information for analysis and to determine further processing. For example, an ACME Sales representative processing a sales campaign for a new product, places outbound calls to prospect customers. He can record the result of each interaction with predefined transaction codes such as 'Successful Sale', 'Prospect Interested - Call back', 'Prospect not Interested -Do not call back', Reached Voic , and Faulty Number etc. Further in the sales process, you can define transaction codes to identify various stages of the sales process, and apply the codes to convey the status and result of each interaction. Transaction codes can be defined to set the calling line identifier (caller ID) to be displayed to the called party's telephone when placing an outbound call with the OnDemand Contact Center. Using transaction codes functionality: An administrator predefines a list of transaction codes used to describe purpose of an interaction, or probable outcomes for an interaction. An agent applies call disposition from the predefined list of transaction codes during the processing or post-processing of an interaction. A supervisor reports on call disposition for further analysis and to determine further processing. An administrator predefines a list of transaction codes to identify the calling line identifier to outbound calls. An agent assigns a calling line Identifier to an outbound call from the predefined list of transaction codes before initiating the call to ensure best call back experience for customers. Version 7.0 Rev

246 When do you use Transaction Codes? Transaction codes are mainly used to: State the purpose of interactions. Indicate the outcome of inbound and outbound interactions. Assign calling Line Identifier to outbound calls. State the Purpose of Interactions with Transaction Codes Each interaction from and into your call center has a purpose. You can define transaction codes to state the purpose of interactions. When an agent processes an interaction, he can indicate the purpose of the interaction by selecting one of the transaction codes. For example, in a call center which combines sales, support and service calls, you can indicate the purpose of each interaction using a set of transaction codes such as Sales call, Support Call, Service Call. Indicate the Outcome of Interactions with Transaction Codes Transaction Codes allow your call center agents to record the purpose/outcome of inbound and outbound interactions. You are labeling an interaction with codes for further analysis or follow-up. For example, when a ACME sales representative places sales calls, he can indicate the outcome of each interaction with predefined transaction codes such as 'Successful Sale', 'Prospect Interested - Call back', 'Prospect not Interested -Do not call back', Reached Voic , and Faulty Number. At the end of the day, when the management runs a transaction report, the report indicates statistical information about sales as well as transaction codes that prompt follow-up actions. For records labeled with 'Prospect Interested -call back' code, the agents need to place follow-up calls. Records labeled with 'Prospect not Interested - Do not call back' code need to be filtered from the list. Typically, you can define transaction code list for a sales team to understand how many calls they made, and how many resulted in sales, and how many resulted in faulty numbers etc. Assign Calling Line Identifier with Transaction Codes When placing an outbound call, you can use transaction codes to set the calling line identifier displayed to the called party. If your OnDemand Contact Center provides Version 7.0 Rev

247 technical support services to multiple companies on the same tenant but on different channels, you must ensure the correct caller ID is applied to each company. This helps customers of each company to identify a number with the company and provides best call back experience. You can define transaction codes to assign caller ID to outbound calls from your tenant. When an agent initiates an interaction, he/she sets a caller ID to an outbound call, thus identifying a call back number. For example, ACME uses their OnDemand Contact Center to provide technical support services for two companies Kids Zone - Kids Entertainment company and EMAC - Credit Recovery Services. ACME has two inbound phone numbers - one for Kids Zone's callers and one for EMAC's callers. The administrator defines transaction codes to map a phone number for each company. Before placing an outbound call to customer of Kids Zone, the agent selects the code for KidsZone. At the receiving end of the call, the phone number mapped with the code is displayed. The company name may also be displayed. Note: Assigning calling line identifier is not supported by all telecommunication carriers. The following table lists the uses of transactions codes with corresponding examples. Table 74: Transaction Codes Reasons for using transaction Codes State the purpose of an interaction Indicate the outcome of an interaction Define Calling Line Identifier for an outbound call. Examples of Transaction Codes Sales Call Service Call Support Call Prospect Interested Call Back Prospect not Interested Do not Call Back Reached Voic Try Again Faulty Number Kids Zone - Kids Entertainment Company EMAC - Credit Recovery Inc How do you create transaction codes? Understanding the process-flow of your company provides a good basis for defining transaction codes. You may create multiple transaction code lists to define the purpose, and outcomes of interactions for a particular process. For example, sales campaign interactions may have multiple outcomes that differ from support related interactions. An agent can select one or more outcomes for an interaction. Version 7.0 Rev

248 Each transaction code list contains a set of codes to identify call disposition or caller ID. A transaction codes list can be assigned to an agent group or to a queue. You should define separate lists for call disposition and caller ID. You can apply multiple disposition code lists to an agent group or a queue.when an agent accepts a call, all the code lists assigned to the agent group/ queue are presented in separate tabs. An agent may select one or more codes from a single list and/or save desired codes from multiple lists. A call coded from multiple lists shows as a separate record Defining transaction codes for disposition requires you to: Identify probable purpose and outcomes of an interaction. Identify queues or agent groups to apply transaction code list. Determine the need to translate transaction codes to a secondary language. Create a transaction code list. Defining transaction codes for calling line identifier requires you to: Identify channel number for each company. Identify queues or groups/agents to apply transaction codes. Determine the need to translate transaction codes to a secondary language. Create a transaction code list. Creating transaction codes involves the following tasks: Create transaction code list by defining properties. Create individual transaction codes in the list. Define translations for codes. Assign codes to agent group/s or queue/s. How do Agents use Transaction Codes? During the processing of an interaction, a transaction code list is presented to an agent on the Agent Console under the following circumstances: Agent is a member of the group assigned with the code list. Agent is a member of the queue/s assigned with the code list/s. From the presented code list, an agent selects transaction codes: before initiating the call. Version 7.0 Rev

249 during the call. at the end of the call during post-processing. An agent assigned to an outbound calling line Identifier code list is presented with the list before initiating an outbound call. The agent must choose a code before dialing. The phone number associated with the selected code sets the caller ID to the call. An agent assigned to a call disposition list is presented with the code list during an interaction. The agent may select and save one code or multiple codes from a list anytime during the interaction or post-processing. When an agent is a member of the group/queue assigned with multiple lists, all lists are presented to the agent in separate tabs when he accepts a call. The agent may select and save codes from multiple lists. The selected codes appear in historical reports. How do Supervisors use Transaction Codes? Supervisors generate historical reports to get call disposition information for analysis and to determine the need for follow- up actions based on transaction codes also known as wrap-up codes. The following reports list transaction codes used during agent's interactions. Agents: Detailed accepted transactions with wrap up codes - This report lists wrap up codes used by an agent during all of his inbound accepted interactions. Wrap up codes indicate call disposition information. You may find multiple instances of the same call to indicate multiple wrap up codes applied to the same call. Agents: Detailed outbound transactions with wrap up codes - This report lists dial codes as well as wrap up codes. Dial codes are caller ID related codes which appear before dialing the call. An agent can apply only one dial code to a call, while he can apply multiple wrap up codes. Figure 127: Detailed outbound transactions with wrap up codes Agents: Transactions grouped by Wrap up codes: The report groups transactions by Version 7.0 Rev

250 wrap up codes, by queue, by channel, by media and by agent. Figure 128: Transactions grouped by wrap up codes Creating Transaction Codes Creating a transaction code list involves: Defining the properties - Required Creating individual codes - Required Translating codes to a secondary language - Optional Assigning the codes to agent groups or queues - Required To create a transaction code list: Version 7.0 Rev

251 1. Click Transaction Codes tab. The Properties tab opens. Figure 129: Defining a Transaction Code List 2. Click New to create a new list. The Properties tab opens. Version 7.0 Rev

252 Figure 130: Transaction Codes > Properties 3. Enter the following properties. Some fields are required, while some are optional. Version 7.0 Rev

253 Table 75: Summary of Transaction Codes page, Properties tab options Transaction Codes, Properties tab option Assignment Type (Required) Name (Required) Description Category Admin Notes Required Multiple-choice Required Before Outgoing Transaction Primary Language (Required) Sort Order Description Select an Agent Group or Queue to assign the list to. Enables the members of the group or queue to access the list during phone calls. Enter a name for the transaction code list. Enter a description for the transaction code list. Refers to a category of lists such as Sales, Marketing, or Support. Within a single category, you can create multiple transaction code lists. You can create a new category or add a list to an existing category. Choose Edit Categories to create a new transaction code category Choose an existing transaction code category Enter information to enable administrators to understand the purpose of this transaction code list. Select to require the agent to select a transaction code from this transaction code list for all phone calls. Select this option to allow an agent to select multiple codes from transaction code list. Select the option to force an agent to select a transaction code from this codes list for all outbound phone transactions before dialing out. This enables enforcing Calling Line ID for outbound calls. Select a language to render the codes in. This information is required to create a list. Click Choose and select a language from the list of available languages. Note: After saving the list, you cannot change the Primary Language setting. For more information about using the Primary Language list, see Configuring Transaction Code Lists and Settings with the Properties Tab, on page 248. Refers to the order in which the codes within the list should be sorted when presented to an agent. Choose Manual to enable you to list transaction codes in a specific order. Choose Automatic to have the Virtual Contact Center sort transaction codes in alphabetical order Version 7.0 Rev

254 Figure 131: Transaction Code list Properties Defined 4. Click Save to save the properties. The Codes tab opens. The Codes tab allows you to create multiple transaction codes in the list. Version 7.0 Rev

255 Figure 132: Transaction Codes > Codes tab 5. Click New to create a new code. 6. Enter Menu Text, Report Text, and Short Code. o o o Menu Text: Code text that appears in the code list on the Agent Console Report Text: Code text that appears in the reports. Short Code: Short identifier for a code. 7. Select a channel to indicate the Calling Line Identifier for a list meant for outbound dialing. 8. Repeat steps 5 to 7 to create multiple codes. Version 7.0 Rev

256 Figure 133: Multiple Codes created 9. Select Save to save the codes. The Translations tab opens. This tab displays all codes defined in your primary language and allows you to translate them to a secondary language of your choice. You should have specified a secondary language in the Properties tab to enable translation. Version 7.0 Rev

257 Figure 134: Transaction Codes > Translations 10. Select a secondary language to translate the code to. 11. Enter Menu Text, Report Text, and Short Code in the secondary language. 12. Select Save to save the translated codes. The Assignments tab opens. This tab enables you to select agent groups or queues to assign the code list to. Based on your choice of assignment type in the Properties tab, list of agent groups or queues set up in the tenant show up. Version 7.0 Rev

258 Figure 135: Transaction Codes > Assignment Tab 13. Select an agent group or a queue, and click Add. The list is assigned to your choice of agents groups or queues in the list. 14. Click Save to complete the code list definition. Note: A transaction code list is not functional until activated and assigned. Configuring Transaction Code Lists and Settings with the Properties Tab Use the Transaction Code Lists, Properties tab to create a new Transaction Code list and configure the list's primary characteristics. To enable the Transaction Codes, Properties tab, your Virtual Contact Center must have at least one transaction code definition. Perform the procedure in this section to create a new transaction code. To display the Transaction Codes Properties tab. Version 7.0 Rev

259 1. In the Configuration menu click Transaction Codes. Configuration Manager displays the Transaction Code Lists page. Figure 136: Transaction Codes page, Properties tab, no transaction code list definitions 2. In the, Show list select all. Configuration Manager lists both the inactive and inactive transaction code list definitions. If no transaction code lists exist, you must create one to enable the Properties tab options. 3. To create a new transaction code, click New. To use an existing transaction code list as the starting point for a new transaction code, click Duplicate. Configuration Manager adds the new, incompletely configured transaction code list to the page. Version 7.0 Rev

260 Figure 137: Transaction Codes page, Properties tab, new transaction code list definition 4. In the Primary Language list, choose the transaction code list's primary language. The new transaction code cannot be saved until you choose the new transaction code list's primary language. 5. Click Save. Configuration Manager enables the Codes, Translations, and Assignments tabs. In addition to choosing the Primary Language, most contact centers will want to configure the transaction code's optional information. Summary of Transaction Code Properties Tab Options Table 76 summarizes the options available in the Transaction Codes page, Properties tab. Version 7.0 Rev

261 Table 76: Summary of Transaction Codes page, Properties tab options Transaction Codes, Properties tab option Description Show Choose Active to list only active transaction code lists Used Active Assignment Type Name Description Choose Inactive to list only inactive transaction code lists Choose All to list both active and inactive transaction code lists If an Agent has applied a code in his or her Agent Console, then the Configuration Manager adds a checkmark to that code and its parent list. After a code has been used, both the code and its code list cannot be deleted. Select to put this transaction code list into service. Choose Agent Groups or Queues. Type the name of the transaction code. Type a description for the transaction code. Category Choose Edit Categories to create a new transaction code category Admin Notes Required Multiple-choice Required Before Outgoing Transaction Primary Language Choose an existing transaction code category Type information that will enable administrators to understand the purpose of this transaction code list. Select to require the agent to select a transaction code from this transaction code list for all inbound and outbound phone transactions. Select to allow the agent to select multiple codes from a list. Select to require the agent to select a transaction code from this transaction codes list for all outbound phone transactions. To save a new transaction code list, you must choose the codelist's primary language. After the status code list has been saved, you cannot change the Primary Language setting. For more information about using the Primary Language list, see Configuring Transaction Code Lists and Settings with the Properties Tab, on page 248. Sort Order Choose Manual to enable you to list transaction codes in a specific order Choose Automatic to have the Virtual Contact Center sort transaction codes in alphabetical order Version 7.0 Rev

262 Defining Transaction Codes with the Codes Tab Use the Transaction Codes page, Transaction Codes tab to define a transaction code. To display the Transaction Codes page, in the Configuration menu click Transaction Codes then click the Codes tab. Figure 138: Transaction Codes page, Codes tab If the Codes tab is disabled, to enable the Codes tab perform the procedure in Configuring Transaction Code Lists and Settings with the Properties Tab, on page 248. Summary of Transaction Codes, Codes Tab Options Table 77summarizes the options available in the Transaction Codes page, Codes tab. Version 7.0 Rev

263 Table 77: Summary of Transaction Codes page, Codes tab options Codes tab option Description Show Choose Active to list only active transaction codes Choose Inactive to list only inactive transaction codes Choose All to list both active and inactive transaction codes Used Move Up / Down Menu Text Report Text Short Code Calling Line Identifier If an Agent has used a code in his or her Agent Console, then the Configuration Manager adds a checkmark to that code and associated code group's in the Used column. After a code has been used, the code and its code group cannot be deleted. Select a code, then click Move Up or Move Down to change the transaction code's position in the list of codes. Type the string the Agent Console displays when displaying the code. Type the string the Agent Console displays when listing the code in a report. Type the string the Agent Console uses when displaying the code's short identifier. Select the Virtual Contact Center phone channel associated with this transaction code list, or select the Anonymous option to allow an agent to opt for anonymous caller ID for an outbound call. Choosing Transaction Code Languages with the Translations Tab Use the Transaction Codes page, Translations tab to configure secondary language options for the transaction code. To display the Translations page, in the Configuration menu click Transaction Codes then click the Translations tab. Version 7.0 Rev

264 Figure 139: Transaction Codes page, Translations tab If the Translations tab is disabled, perform the procedure in Configuring Transaction Code Lists and Settings with the Properties Tab, on page 248. Summary of Transaction Codes Translations Tab Options Table 78 summarizes the options available in the Transaction Codes page, Translations tab. Version 7.0 Rev

265 Table 78: Summary of Transaction Codes page, Translations tab options Translations tab option Description Show Choose Active to list only active interaction codes Choose Inactive to list only inactive interaction codes Choose All to list both active and inactive interaction codes Primary Language Show Secondary Language Menu Text (secondary language ID) Report Text Short Code Read-only list of interaction code descriptions in the code's primary language. For information about choosing an interaction code's primary language when you create the code, see Configuring Transaction Code Lists and Settings with the Properties Tab, on page 248 Choose one of the secondary languages selected in the interaction code's Properties tab. When you select a secondary language, the Configuration Manager changes the title of the Menu Text text entry area described later in this table. For more information about selecting an interaction code's secondary languages, see Summary of Support Center Properties Tab Options, on page 159. In the Show Secondary Language list, choose a secondary language, and type the string the Agent Console displays when displaying the code in the secondary language. In the Show Secondary Language list, choose a secondary language, and type the string the Agent Console displays when listing the code in a report. In the Show Secondary Language list, choose a secondary language, and type the string the Agent Console uses when displaying the codes' short identifier. Assigning Queues to use Transaction Code with the Assignments Tab Use the Transaction Codes page, Assignments tab to assign Agent Groups or Queues to the transaction code. To display the Assignments page, in the Configuration menu click Transaction Codes then click the Assignments tab. Version 7.0 Rev

266 Figure 140: Transaction Codes page, Assignments tab If the Assignments tab is disabled, perform the procedure in Configuring Transaction Code Lists and Settings with the Properties Tab, on page 248. Summary of Transaction Codes Assignment Tab Options Table 79 summarizes the options available in the Transaction Codes page, Assignments tab. Version 7.0 Rev