Tenant - User Guide Kunnect Kunnect 1 1/8/2014

Transcription

1 1 1/8/2014

2 1 Introduction... 9 XVP Login Speed Test button Quick Launch Administration Control Center File Management Call Center Reporting Resource Center Logoff button Help button Login Information Administration Licensing Users User Profile Extension Configuration Inbound Profiles Outbound Profiles Quick Search Groups Group Profile Group Members Assigned Permissions Quick Search DID Assignments Order DIDs TOD Routing Quick Search Conferences Quick Search /8/2014

3 Control Center Extensions View MONITORING LIVE CALLS 42 QA SCORECARDS 42 Inbound Queue Channels View Instant Message Real-Time Stats File Management File Upload File Download Web Voice Mail Announcements Archived Recordings Call Center Campaigns Quick Search Inbound Profiles Inbound Profile ACD Queue OPTIONS 69 FAIL OVER DESTINATION 71 SELECTED DISPOSITIONS 71 SELECTED USERS 72 SELECTED POST CALL ACTIONS 72 Auto-Attendant SETTINGS 73 Quick Search Post Call Action Print Unsupervised Transfer Supervised Transfer /8/2014

4 Quick Search Outbound Profiles Outbound Profile Outbound Call List Setup Timezone Restrictions Query Filtering Query String SCRIPT DISPOSITIONS 87 SELECTED USERS 87 SELECTED POST CALL ACTIONS 88 Quick Search Post Call Action Print Unsupervised Transfer Supervised Transfer Quota Based Dialing DNC / Black List Quick Search Importing Step 1 - Setup Step 2 Confirm Data Set Step 3 Database Configuration Step 4 Map fields to import Step 5 Import Complete Scripting Adding Salesrep name of Openner to the Verifier script Quick Search Dispositions Disposition Groups /8/2014

5 Quick Search System Disposition Codes Contact Editor Re-Assign Callback Outbound Call Lists Dashboard Statistics User Control User Control Profile Multi-Assign Profile Multi-Assign ScoreCards Score Card Questions Quick Search Reporting Agent Disposition Report Campaign Status Report Output Sample Format AGENT DISPOSITION REPORT 131 Callback Report Callback Report Campaign Reporting Campaign Status Report Output Sample Format REPORT TYPE: DISPOSITION 136 REPORT TYPE: ACTIVITY 136 REPORT TYPE: SALES 137 REPORT TYPE: DIALING / DROP REPORT 137 Campaign Statistics /8/2014

6 Campaign Statistics Report Output Sample Format Campaign P & L Campaign Profit and Loss Report Output Sample Format Lead Analysis Lead Disposition Report Output Sample Format Call Type Report Call Type Report Output Sample Format Payroll Report Payroll Report Output Sample Format Scorecard Report Scorecard Report Output Sample Format Sales Verification Report Payroll Report Output Sample Format Abandon/ANI Report Abandon/ANI Activity Report Output /8/2014

7 Sample Format ACD Agent User Listing Output Sample Format ACD Report Inbound ACD Report Output Sample Format Billing Report Billing Report Output Sample Format CDR Reporting CDR Reporting Output Sample Format Navigation Report Navigation Report Output Sample Format Statistical Reporting User Activity Report Output Sample Format User Listing User Listing Output Sample Format Resource Center /8/2014

8 User Profile Company Blog Blog Maintenance Quick Search Download Center Speed Test /8/2014

9 Introduction The System Administrator manages the system components and global platform settings. In a hosted contact center system, the Service Provider performs the system administration, while the tenant administration is typically done by the end users (the Service Provider s customers), but can also be performed by the Service Provider on behalf of an end user. The Tenant Administrators and Supervisors have access to XVP, which allows them to manage and configure their own virtual contact center. This includes any changes to users, skills, queues, groups, or any other configuration related to their tenant. The easy-to-use, but secure, interface allows for on-the-fly modification of queuing and routing parameters, in response to the dynamic needs of their environment. Tenants also have access to their own real-time and historical reporting information. In a Hosted Contact Center system, this helps alleviate the manpower necessary for the Service Provider, and gives the tenants the empowerment that they prefer. This tool is used by Tenant Administrators to: Create, delete, or modify queues and groups Create, delete, or modify users, skills, disposition codes Upload or download IVR scripts and prompts for announcements Manage the overall campaigns of the virtual contact center Configure out-dial privileges for agents and agent groups, such as blocking of local, long distance or international calls as well as calls to specific area/city codes s XVP security model authenticates all users before allowing them to access any information. A big advantage provided for all of the administrators is that the tools are web-based, so that modifications can easily be made remotely from any IP-connected PC. The tools provided are designed to minimize the amount of work that is necessary for the system administrator, and allow the tenant administrators to be as selfsufficient as possible. 9 1/8/2014

10 XVP Login In order to use the software, you first need to sign in. The host will provide you with the web address you need to go to in order to access the login page. This login page is the first screen that will be displayed. User Name Enter your user name. Password Enter your password. The password is encrypted as you type it so that it does not display on your screen. Tenant Enter your tenant name. 10 1/8/2014

11 Login button Click the Login button to proceed. Speed Test button Click to perform a speed test. This is typically done when first using the XVP system. It will allow you to measure the quality of your internet connection. Furthermore, it is a great way to confirm that you are getting the quality of service from your internet provider you have paid for. 11 1/8/2014

12 Quick Launch This is the first screen that appears once you have signed in. Tip: On any screen, click the logo on the top right to take you back to this Quick Launch screen. The module links on the left side of the screen serve the same purpose as the module buttons in the middle of the screen. They are simply in a different view mode. Click on any module to access the programs within. Administration This module is used for administration purposes, such as to create, modify, and delete users and groups. It features the following functions: Licensing Users Groups DID Assignments Order DIDs TOD Routing Conferences 12 1/8/2014

13 Note: Control Center This module is used to view real-time activity and call flow. It features the following functions: Extensions View Inbound Queue Channels View Instant Message Real-Time Stats File Management This module is used to import or export data to your campaigns, and to configure your scripts. It features the following functions: File Upload File Download Web Voice Mail Announcements Archived Recordings Call Center This module is used to manage the operations of your call center. It features the following functions: Campaigns Inbound Profiles Outbound Profiles DNC / Black List Importing Scripting Dispositions Contact Editor Re-Assign Callback Outbound Call Lists User Control Profile Multi-Assign Scorecards This module is an optional one for which you may not be licensed. 13 1/8/2014

14 Reporting This module is used to configure and generate reports. It features the following functions: Agent Dispo Report Callback Reports Campaign Reporting Campaign Statistics Campaign P&L (Profit & Loss) Lead Analysis CallType Report Payroll Report Scorecard Report Abandon/ANI Report ACD Agent ACD Report Billing Report CDR Reporting Navigation Report Statistical Reporting User Listing Resource Center This module is used to modify your own profile and view the company blog. It features the following functions: User Profile Company Blog Download Center Speed Test Note: No matter what Group the User belongs to, they will have access to this module. Note: Logoff button Click to exit the application. This button is available on every screen. 14 1/8/2014

15 Help button Click for assistance. Note: This button is available on every screen. Login Information Information is displayed at the bottom left of the window to show you: The user name under which you are logged in. The date and time that you logged in. Your tenant name, tenant number and currently assigned telephony resource. The number of Active Extensions. This is the number of phones that have been activated. The number of Active Campaigns. This is the number of campaigns concurrently running on your system. XVP Software version number. 15 1/8/2014

16 Administration This module is used for administration purposes, such as to create, modify, and delete users and groups. It features the following functions: Licensing Users Groups DID Assignments Order DIDs TOD Routing Conferences 16 1/8/2014

17 Licensing This program is used to establish the tenant s license. Name Enter the tenant s name. A tenant uses the Host s phone system. The Host owns the equipment and software. Caution: Once the name is defined, it should not be changed. Exercise caution when deciding on a name so that you won t be tempted to modify it. Address Enter the tenant s address. Address 2 If additional address information is required, such as a suite number, enter it in this field. City Enter the tenant s city. State / Province Enter the tenant s state or province. 17 1/8/2014

18 Zip / Postal Code Enter the tenant s zip or postal code. Country Use the dropdown to select whether the tenant is in Canada or United States. Telephone Enter the telephone number of the tenant. Fax Enter the tenant s fax number. Website Enter the tenant s website URL, if applicable. Caller ID Enter the caller identification number for the tenant. This field is numeric only. All outbound calls will display this caller ID. This field is a REQUIRED field. Max Call Center This is the maximum number of Call Center extensions you are licensed to have. These licenses allow you to use the User Screen for screen pops of data, etc Deposit This is the deposit amount current held by the service provider. Billing Rule This is the maximum number of PBX extensions you are licensed Max PBX This is the maximum number of PBX extensions you are licensed to use. These licenses allow you to make manual calls or receive inbound calls directly to your SIP phone. 18 1/8/2014

19 Max Supervisor This is the maximum number of Supervisor extensions you are licensed to use. These licenses are like PBX licenses except that they allow you to monitor agent calls. FTP Host/User/Password These are your tenant specific credentials for a FTP, hosted by, for your call recordings. will store the current 30 days worth of call recordings. Force Drop Call Message If enabled, on your Outbound Profiles, you will be required to include a Drop Call Message. Enable Max Drop Ratio Setting If enabled, on your Outbound Profiles, you will be required to set your drop ratio to the assigned amount. Contact Name Enter the tenant contact s name. Title Enter the contact s business title. Enter the contact s address. Telephone Enter the contact s telephone number. Note: You may enter up to three (3) contacts for each tenant. SMTP Host For future use. SMTP User Name For future use. SMTP Password For future use. NAMS FTP Name NAMS will provide this to you. 19 1/8/2014

20 NAMS FTP User NAMS will provide this to you. NAMS FTP Password NAMS will provide this to you. Note: NAMS is an optional one for which you may not be licensed. Update Current Record button Click to save your changes. 20 1/8/2014

21 Users This program is used to add, modify, or delete users. Prerequisite: The Groups must be set up prior to defining the Users. Note: The admin admin user is automatically created for you so that you can access the system for the first time. The information, such as the password, should be changed for this user. Alternatively and ideally, you can delete this user record completely once you ve created at least one other user account. 21 1/8/2014

22 User Profile This section is where you define the user s basic information. Login Enter the user s login name. This is the name they will use to sign onto the system. This name must be unique. The recommended naming convention is firstname.lastname (i.e. John.Smith). If there is another John Smith, however, you ll have to assign a different username to the second instance (i.e. John.E.Smith). Your User Login and Password are also used in the configuration of your SIP softphone. Password Enter the initial password for the user. They will be able to change it on their own after they login for the first time. This field is encrypted so that it does not display on the screen. Active Select this checkbox if the user is active. If this checkbox is not selected, the user will not be able to sign on. If a user is not allowed to use the system, but you do not wish to delete him/her yet, make sure that this checkbox is unchecked so as to prohibit their use of the system. The default is that this checkbox is selected so that the user is active and can use the system. Group Tip: You ll need to have set up the Groups before setting up the users. Use the dropdown to select the group to which the user belongs. It is recommended that three (3) groups are established: Administrator. The users that are part of this group will have access to all the system s functions. This should be severely limited to only select users. Supervisor. The users that are part of this group will have access to the daily operations of the system (i.e. Control Center and Reporting functions) but not to the administrative functions. Agents. The users that are part of this group will have access to the most basic functions of the system. The majority of users will fall under this category. 22 1/8/2014

23 User Role Use the dropdown to select the role for this user. This choice will directly impact your licensing for each type of role. First Name Enter the user s first name. Last Name Enter the user s family name. Title Enter the user s title. Address Enter the user s address. City Enter the user s city. State Enter the user s state. Zip Enter the user s zip. Enter the user s address. This field is required if you intend on using the Voice Mail forwarding to option. Telephone Enter the user s telephone number. Start Date Enter the user s start date. End Date Enter the user s end date. Notes Enter any notes pertaining to this user, if applicable. More Notes Enter additional notes pertaining to this user, if applicable. 23 1/8/2014

24 Extension Configuration This section is where you define the user s telephone information. DID/DNIS Use the dropdown to select an inbound telephone number (previously assigned by the system Host). Extension Number Enter the user s extension number. This field is numeric only (2-5 digits). It must be unique across your organization. Caller ID Enter the caller identification for the user. Voice Mail Password This is the password that the user will use to retrieve their voice mail messages. The value in this field defaults to the extension number. It is advised to leave it as such; the user will have the ability to change it on their phone. From your phone, simply type in *97 and you will enter the voice mail system. Note: Options available with Voic 1 Old Messages 2 Change folders 3 Advanced options 1 Send reply 2 Call back 3 Envelope 4 Outgoing call 5 Leave message * Return to main menu 4 Play previous message 5 Repeat current message 6 Play next message 7 Delete current message 8 Forward message to another mailbox 9 Save message in a folder * Help; during message playback: Rewind # Exit; during message playback: Fast Forward 0 Mailbox options 1 Record your unavailable message 2 Record your busy message 3 Record your name 4 Change your password * Return to the main menu 24 1/8/2014

25 Forward my voic s to my Select this option if voic messages are to be forwarded to the e- mail address specified in the user account. The default is that this option is not selected. Disallow User from making manual calls Select this option if you wish to disallow a User from making manual calls from their agent interface. Inbound Profiles This section is where you have links to the assigned Inbound Profiles for this user. Outbound Profiles This section is where you have links to the assigned Outbound Profiles for this user. Clear/New button Click to clear the text on the screen. Changes will not be saved. Update Current Record button Click to save your changes. Delete Current Record button Click to delete the record that is currently displayed. You will be prompted ( Do you really want to delete the selected record? ) to confirm deletion before the record is truly removed. Quick Search The Quick Search tool is an easy way to display or delete a record. 25 1/8/2014

26 Name Click on any name in the list for that record to be displayed. You can then view or modify the record. Tip: Click on the Heading to sort the records in the list. Delete Checked button To delete one or several items in the list, select them by clicking in the checkbox to the right of the item. Then press this Delete Checked button. You will be prompted ( Do you really want to delete the selected records? ) to confirm deletion before the record is truly removed. 26 1/8/2014

27 Groups This program is used to add, modify, or delete groups. Tip: Groups must be set up prior to defining the Users. Group Profile This section is used to define the basic group information. Name Enter the name of the group. Description Enter the description of the group. Group Members This section lists the users that belong to the group, if applicable. When defined users have been assigned to the group, they are listed and 27 1/8/2014

28 linked in this section so that you can click on the user name to access their user profile. [See Users section above.] Assigned Permissions This section lists all of the system s functions and the access given to each for the users assigned to this group. Description Each function is listed. Add Select this checkbox if the users in this group are allowed to add records for the associated function/description. Edit Select this checkbox if the users in this group are allowed to edit records for the associated function/description. Delete Select this checkbox if the users in this group are allowed to delete records for the associated function/description. View Select this option if the users in this group can only view (add, edit, and delete are prohibited) records for the associated function/description. Clear/New button Click to clear the text on the screen. Changes will not be saved. Update Current Record button Click to save your changes. Delete Current Record button Click to delete the record that is currently displayed. You will be prompted ( Do you really want to delete the selected record? ) to confirm deletion before the record is truly removed. Quick Search The Quick Search tool is an easy way to display or delete a record. 28 1/8/2014

29 Name Click on any name in the list for that record to be displayed. You can then view or modify the record. Tip: Click on the Heading to sort the records in the list. Delete Checked button To delete one or several items in the list, select them by clicking in the checkbox to the right of the item. Then press this Delete Checked button. You will be prompted ( Do you really want to delete the selected records? ) to confirm deletion before the record is truly removed. 29 1/8/2014

30 DID Assignments DID Assignments is a reporting grid designed to show you all your DIDs and where they are assigned (i.e. a user, and ACD or auto-attendant). Tip: Click on the Heading to sort the records in the list. DID These are the DID (Direct Inward Dial) numbers you current own. Contact your system Host to order new numbers and TFN (Toll Free Numbers). Type The Type is either a User, or Inbound Profile Assignment The DID is assigned to the resource listed. You can click on the assignment record to go directly to that user or inbound profile. Delete Selected DID button Click to delete the selected DIDs (checkbox). This will Cancel the DID permanently. If you need a new one, you will need to order a new one. 30 1/8/2014

31 Order DIDs From this form, you can now order your own DIDs (inbound telephone numbers). Any DIDs ordered, will be provisioned and assigned to your tenant immediately. State You may select a specific state from the dropdown list. This will provide you with DID choices within that state. Area Code You may select a specific area code from the dropdown list. This will provide you with DID choices within that area code. Find a DID button Click to execute a search based on the aforementioned criteria you have selected. A grid containing the DID and City name will appear with the results of your search. Order a DID button Click to order the DIDs you have selected with the checkboxes. You may order more than one DID at a time by checking all the checkboxes next to the DID you would like to order. Note: Your provider may charge you fees for each DID, so be mindful when ordering. 31 1/8/2014

32 TOD Routing TOD Routing stands for Time of Day routing. This program is used to set up a schedule of how you want your calls to be routed at a certain time if someone calls your extension. For example, between noon and 1 p.m., you may want to forward your calls from your extension to your cell phone. The same applies to ACD and Auto-Attendant. Name Enter a descriptive name for the Time of Day routing. Active Select this checkbox if the TOD routing is active. If this checkbox is not selected, the TOD routing will not be able to be used. If a TOD routing is not allowed to be used, but you do not wish to delete it yet, make sure that this checkbox is unchecked so as to prohibit its use. The default is that this checkbox is selected so that the TOD routing is active and can be used. Notes Enter any applicable notes that apply to the TOD routing. 32 1/8/2014

33 Extension Use the dropdown to select the extension from which the call will be routed. Send To Use the dropdown to select whether the call is to be routed to a SIP, a queue, an outside number, or voic . Then, depending on the selection, use the dropdown to select the destination SIP, queue, or voic extension. If outside number was selected, enter the phone number where the call will be routed. Type Use the dropdown to select whether the routing is continuous or by exception. If continuous is selected, the call will always be routed based on the TOD routing specifications. Select exception if a time will conflict with continuous routing. For example, on Christmas Day (December 25 th from 9.00am to 9.00pm), you want the calls for a queue to go to a special Merry Xmas voic . Or, for a lunchtime TOD that forwards your calls to your cell phone, if you re going for lunch with a client on May 20 and you don t want the interruption, you can have the call routed -- at lunchtime on that day only -- to a co-worker s extension since he/she takes lunch later anyway. In these conflicting cases, you ll need to set up another TOD routing record for the exception. The exception overrides the continuous routing. Days Select the checkbox of each day that the TOD routing is in effect. Start Date and Time Use the calendar button to select the start date and time for the TOD routing. End Date and Time Use the calendar button to select the ending date and time for the TOD routing. Clear/New button Click to clear the text on the screen. Changes will not be saved. Update Current Record button Click to save your changes. 33 1/8/2014

34 Delete Current Record button Click to delete the record that is currently displayed. You will be prompted ( Do you really want to delete the selected record? ) to confirm deletion before the record is truly removed. 34 1/8/2014

35 Quick Search The Quick Search tool is an easy way to display or delete a record. Name Click on any name in the list for that record to be displayed. You can then view or modify the record. Tip: Click on the Heading to sort the records in the list. Delete Checked button To delete one or several items in the list, select them by clicking in the checkbox to the right of the item. Then press this Delete Checked button. You will be prompted ( Do you really want to delete the selected records? ) to confirm deletion before the record is truly removed. 35 1/8/2014

36 Conferences This program is used to define call-in conference rooms where you can have a group call. Name Enter a descriptive name for the conference room. Notes Enter any applicable notes that apply to the conference room. Extension Enter the phone extension of the conference room. DID Use the dropdown to select the Direct Inward Dialing number of the conference room. Max Participants Use the dropdown to select the maximum number of participants who can attend the conference call. Options range from 1 to /8/2014

37 Password Enter the password for the conference room. This can be left blank indicating that no password is required. Record Conference Select this checkbox if the conference call is to be recorded. Clear/New button Click to clear the text on the screen. Changes will not be saved. Update Current Record button Click to save your changes. Delete Current Record button Click to delete the record that is currently displayed. You will be prompted ( Do you really want to delete the selected record? ) to confirm deletion before the record is truly removed. Quick Search The Quick Search tool is an easy way to display or delete a record. Name Click on any name in the list for that record to be displayed. You can then view or modify the record. Tip: Click on the Heading to sort the records in the list. 37 1/8/2014

38 Delete Checked button To delete one or several items in the list, select them by clicking in the checkbox to the right of the item. Then press this Delete Checked button. You will be prompted ( Do you really want to delete the selected records? ) to confirm deletion before the record is truly removed. 38 1/8/2014

39 Control Center This module is used to manage your campaigns and call flow. It features the following functions: Extensions View Inbound Queue Channels View Instant Message Real-Time Stats 39 1/8/2014

40 Extensions View This program is used to view, in real-time, the associated extensions. Dropdown (Campaigns) To view only one campaign s extensions, use the dropdown to select the campaign you wish to view. Leave it blank to view all campaigns. Only show Extensions logged in Select this checkbox if you only want to view the extensions that are currently logged in. If not selected, all extensions are taken into account, regardless if they are logged in or not. Active Extensions The number of active extensions is displayed. Inactive Extensions The number of inactive extensions is displayed. DND Extensions The number of Do Not Disturb extensions is displayed. Idle Extensions The number of idle extensions is displayed. Active Queues The number of active queues is displayed. 40 1/8/2014

41 Active Campaigns The number of active campaigns is displayed. Legend The legend identifies the color backgrounds that can be applied to each of the extensions and what they indicate. o (Radio Button) Click the radio button associated to the extension or user/device for which you d like to silent monitor (or listen in on) the call. Extension The extension number is displayed. User The user name or device name for the extension is displayed. Type The type can be Predictive, Preview, Manual, Callback, or Inbound. Activity The activity status of the extension is displayed. Time The time elapsed for the activity is displayed. Profile The associated Profile is displayed. 41 1/8/2014

42 Monitoring Live Calls To monitor live calls, you will need to log into XVP with a user account that has an associated SIP phone configured on the same computer you are navigating the application the Extensions View. Click the radio button associated to the extension or user for which you d like to monitor. Your SIP phone will ring and you will immediately here the conversation. To whisper/coach an agent, simply press star ( * ) on your phone. At this point you can speak with the agent and the caller will not hear you. Press star again to end the whisper mode. Press hang up on the SIP phone, and select any new agent you wish to monitor. QA ScoreCards If you have created a scorecard (Call Center module) and you monitor an agent which is a member of the campaign where such scorecard is assigned, it will appear as a pop-up. 42 1/8/2014

43 If you do not want to score this call, simply press Cancel. Otherwise, answer the appropriate questions, optionally type in notes about the call and press Save. Your score card results will be saved and made available from the Scorecard Report. 43 1/8/2014

44 Inbound Queue This program is used to view, in real-time, the Automatic Call Distribution queue status. Queues Use the dropdown to select the Automatic Call Distribution queue status that you wish to view. Active Calls The number of active calls is displayed. Service Level Goal The service level goal, in seconds, is displayed. This is the optimal number of seconds the call distribution should take. Current Service Level The current service level, in seconds, is displayed. This is the number of seconds the call distribution is actually taking. Avg. Hold Time The average time that calls are on hold is displayed. Avg. Talk Time The average amount of talk time is displayed. Longest Hold Time The longest time that a call was on hold is displayed. 44 1/8/2014

45 Channels Holding The number of channels on hold is displayed. Legend The legend identifies the color backgrounds that can be applied to each of the extensions and what they indicate. o (Radio Button) Click the radio button associated to the extension or user/device for which you d like to silent monitor (or listen in on) the call. Note: This will begin monitoring the call. It will ring your extension associated to the current user logged in. You may only monitor one person at a time. Each time you select another radio button, your phone will ring for you to answer. Extension The extension number is displayed. User The user name or device name for the extension is displayed. Caller ID The caller ID number for the inbound caller is displayed. Activity The activity status of the extension is displayed. Time The time elapsed for the activity is displayed. Profile The Automatic Call Distribution or Auto-Attendant identifier for the extension is displayed. Call Type The type can be Predictive, Preview, Manual, Callback, or Inbound. 45 1/8/2014

46 Channels View This program is used to view, in real-time, the Automatic Call Distribution queue status. Campaigns Use the dropdown to select the campaign you wish to view. Outbound Calls The number of calls going out for the campaign is displayed. Inbound Calls The number of calls coming in for the campaign is displayed. Available Channels The number of channels that are available for the campaign is displayed. Active Channels The number of channels that are active for the campaign is displayed. Channels Holding The number of channels on hold for the campaign is displayed. Legend The legend identifies the color backgrounds that can be applied to each of the extensions and what they indicate. o (Radio Button) Click the radio button associated to the extension or user/device for which you d like to silent monitor (or listen in on) the call. 46 1/8/2014

47 Note: This will begin monitoring the call. It will ring your extension associated to the current user logged in. You may only monitor one person at a time. Each time you select another radio button, your phone will ring for you to answer. Extension The extension number is displayed. User The user name or device name for the extension is displayed. Caller ID The caller ID number for the calling party is displayed. Activity The activity status of the extension is displayed. Time The time elapsed for the activity is displayed. Profile The associated queue or campaign name is displayed. Call Type The type can be Predictive, Preview, Manual, Callback, or Inbound. 47 1/8/2014

48 Instant Message This program is used to send messages to users. These messages will appear on the user screen. Messages can also be sent to users logged into specific campaigns. Message Enter the message that you want to send. IM Recipient Select whether you want to send your message to a user or users, or to a campaign. Campaigns If you selected Campaign as the IM Recipient, this field will be available. Use the dropdown to select the campaign to which the message will be sent. Users If you selected Users as the IM Recipient, this field will be available. Highlight a user, or use the CTRL key to select more than one user. The user or users that are highlighted will receive the message. Send Instant Message button Click to send the message. The message will instantly be displayed on the screens of the recipients. Note: To learn how to read or delete your IMs (Instant Messages), please refer to the User Screen section of this manual. 48 1/8/2014

49 Real-Time Stats There are five (5) real-time statistical reports available. Namely: Campaign Dispositions Campaign Metrics Detailed Agent Productivity Real-Time Quotas Campaign Productivity Campaign Dispositions Selecting Campaign Dispositions will launch a child browser window which you can resize as you wish. This report will give you specific information about a campaign s calling dispositions. Campaign Select the campaign you want real-time stats on. Profile Select one specific profile or ALL. Agent Select one specific agent or ALL. Refresh Select your desired refresh rate. The default is 5 minutes. 49 1/8/2014

50 Grid View Selecting the grid view will give you a different view of the same data. Campaign Metrics Selecting Campaign Metrics will launch a child browser window which you can resize as you wish. This report will give you specific information about a campaign profile s performance. Campaigns Select the campaign you want real-time stats on. Profile Select one specific profile. Refresh Select your desired refresh rate. The default is 5 minutes. Detailed Agent Productivity Selecting Detailed Agent Productivity will launch a child browser window which you can resize as you wish. This report will give you detailed agent information. 50 1/8/2014

51 Campaigns Select the campaign you want real-time stats on. Profile Optionally, select the profile you want real-time stats on. Refresh Select your desired refresh rate. The default is 5 minutes. This real-time view provides very detailed information about all the agents working on a campaign, very similar to the Activity Report (which is used for historical reporting). Real-Time Quotas Selecting Real-Time Quotas will launch a child browser window which you can resize as you wish. This report will give you up to the minute information of your Outbound profile quotas. Outbound Profiles Select the Outbound Profile you want real-time quota stats on. 51 1/8/2014

52 This real-time view provides detailed information about actual sales as they relate to specific quotas set. A quota in green represents a quota which has been reached. A quota in yellow represents a quota which is within 10% of its goal. Campaign Productivity Selecting Campaign Productivity will launch a child browser window which you can resize as you wish. This report will give you summary information on all the campaigns run the current day. Campaign Select the campaign you want detailed statistics on by clicking on the hyperlinked campaign name. This will open another child browser window which you can resize as you wish. Detailed Campaign This gives you detailed information about your campaign with respects to calls, dispositions, sales and revenue. As well, you have a grid of all your agents as well. 52 1/8/2014

53 File Management This module is used to import or export data to your campaigns, and to configure your scripts. It features the following functions: File Upload File Download Web Voice Mail Announcements Archived Recordings 53 1/8/2014

54 File Upload This program is used to upload audio files into the system. Destination Folder Use the dropdown to select the system s destination folder. Available options are: Announcements Call Recordings Select File Enter the filename from which the data is to be imported. Alternatively, click the Browse button to find and choose the file. Upload button Click to start the upload process. When the upload is complete, the message File upload finished successfully is displayed above the Destination Folder field. 54 1/8/2014

55 File Download This program is used to download audio files from the system. Announcements Select this option to download the announcements. A list of announcements is then displayed. Simply click on any announcement to download it. Call Recordings Select this option to download the call recordings. A filter option is displayed so that you can limit the list to: Telephone numbers beginning with the character specified Call recordings made between the Start and End dates specified Note: If you are expecting to download several files (i.e. over 100), then we suggest you use a FTP client software to access your FTP to download these files. Simply click on the Play link to download the corresponding call recording. Get Files Button Click the Get Files button for the list of announcements or call recordings to be displayed. 55 1/8/2014

56 Delete button Click this button to delete the selected file(s). You will be prompted to confirm deletion before the messages are removed. Copy to Archived Recordings Click the Copy to Archived Recordings button for the list of announcements or call recordings to be displayed. 56 1/8/2014

57 Web Voice Mail This program is used to manage and listen to your voice mail messages. Voic Directory This field displays the current directory for which the voice mail messages are listed. Forward To Directory This field displays the folder you wish to forward your selected messages to. Download button Click this button to listen to your voic over your computer. Date This field displays the date and time at which the voice message was recorded. Forward Selected Voic s button Click this button to move the selected message(s) to the directory selected in the Forward to Directory dropdown. You will be prompted to confirm forwarding before the messages are moved. Delete button Click this button to delete the selected message(s). Messages are selected by clicking the checkbox to the left of the message date. You will be prompted to confirm deletion before the messages are removed. 57 1/8/2014

58 Announcements This program is used to create voice files, like IVR greetings. The instructions are listed right on the screen. Enter Number Enter the announcement number. Enter Filename Enter the name of the file for the announcement. Create Announcement The following instructions, detailing how to create an announcement, appear directly on the screen: Save button Click to save the announcement that you just created. 58 1/8/2014

59 Archived Recordings This program is used to store specific call recordings for later use and playback. You can copy recordings from the File Download form. The recordings stored in Archived Recordings will never be deleted by the host. Source This dropdown list manages what folder you are currently viewing and what recordings are stored in that folder. Destination This dropdown list is the destination folder where selected recordings would be moved to once you press the Move button. Rename Button Pressing the Rename button associated to a call recording will allow you to rename the file. Pressing Rename again will save your changes. 59 1/8/2014

60 Select All Button Click the Select All button to select all the recordings in the current view. Move Button Click the Move button to move all the selected recordings to the folder selected in the Destination dropdown list. Delete Button Click this button to delete the selected file(s). You will be prompted to confirm deletion before the messages are removed. Create Folder Button Click the Create Folder button to create a new folder under the root directory of your Archived Recordings. Pressing Create Folder after entering a new folder name will save and create your new folder. Subsequently, this new folder will appear in the Source and Destination dropdown lists. 60 1/8/2014

61 Call Center This module is used to manage the operations of your call center. It features the following functions: Campaigns Inbound Profiles Outbound Profiles DNC / Black List Importing Scripting Dispositions Contact Editor Re-Assign Callback Outbound Call Lists User Control Profile Multi-Assign Scorecards Note: This module is an optional one for which you may not be licensed. 61 1/8/2014

62 Campaigns This program is used to add, modify, or delete campaigns. Campaign Name Enter the name of the campaign. Description Enter the description of the campaign. Active Select this checkbox if the campaign is active. If this checkbox is not selected, the campaign will not be able to be used. If a campaign is not allowed to be used, but you do not wish to delete it yet, make sure that this checkbox is unchecked so as to prohibit its use. The default is that this checkbox is selected so that the campaign is active and can be used. Assigned Inbound Profiles This section lists the inbound profiles that are assigned to this campaign, if applicable. When defined inbound profiles have been assigned to the 62 1/8/2014

63 campaign, they are listed and linked in this section so that you can click on the inbound profile to access its detail. Assigned Outbound Profiles This section lists the outbound profiles that are assigned to this campaign, if applicable. When defined outbound profiles have been assigned to the campaign, they are listed and linked in this section so that you can click on the outbound profile to access its detail. Copy To Campaign Name You can copy an existing campaign into a new campaign by putting the name of the new campaign here. Subsequently, you will press to the Copy Campaign button to execute the process. Clear/New button Click to clear the text on the screen. Changes will not be saved. Update Current Record button Click to save your changes. Disable Current Record button Click to disable the record that is currently displayed. This unchecks the Active option checkbox so that the campaign cannot be used. Tip: In order to reinstate the Campaign, call up the record, select the Active checkbox, and click the Update Current Record button to re-save it. Database Configuration button Click to create new fields in your campaign database. Copy Campaign button Click to create a new campaign (with existing data) based on the current campaign. Export/Delete button Click to export/delete data from your campaign. 63 1/8/2014

64 Database Configuration The database configuration tool is used to add new fields to your campaign database. New fields can be added at the time of import, however, there may be times when you will want to capture new information in the script and store it in a custom field of your choice. There are several system fields which you cannot alter. Their types and indexes are disabled to you. However, the new custom fields you create can be edited and/or deleted. Editing a custom field will allow you to change its type (Boolean, Character, Decimal, DateTime, Integer, Text, VarChar), as well as set its length and any default value. You may want to index this field if you plan on using it as part of your selection criteria when dialing an outbound profile. 64 1/8/2014

65 New button Click to create a new custom field. Back button Click to go back to the campaign screen. Campaign Export/Delete The campaign Export/Delete tool is to be used for exporting data from an existing campaign, as well as deleting data from an existing campaign. It is very advisable to assign strict permissions on this form specifically due to the nature of it. The query builder allows you filter the data you wish to affect in your export of delete. Note: If you delete data, it CANNOT be recovered. You will be asked to confirm before deleting. 65 1/8/2014

66 Back button Click to go back to the campaign screen. Export button Click to export your campaign data. Delete button Click to delete your campaign data. Quick Search The Quick Search tool is an easy way to display or delete a record. Campaign Click on any campaign in the list for that record to be displayed. You can then view or modify the record. Tip: Click on the Heading to sort the records in the list. Delete Checked button To delete one or several items in the list, select them by clicking in the checkbox to the right of the item. Then press this Delete Checked button. You will be prompted ( Do you really want to delete the selected records? ) to confirm deletion before the record is truly removed. Caution: This option has double-delete functionality. The first time the delete option is selected, the item is deleted but the data remains in the system. At this point, the item will be listed in red. The second time the delete option is selected, the item is truly deleted and all associated data is removed from the system. 66 1/8/2014

67 Caution: If this campaign is associated to an Inbound or Outbound Profile and is deleted, the association will also be deleted and the Inbound and/or Outbound Profile will need to be modified to reflect the correct Campaign. 67 1/8/2014

68 Inbound Profiles This program is used to add, modify, or delete inbound profiles. Inbound Profile This section is where you define the basic information for the inbound profile. Extension Number Enter the extension number for the inbound profile. Description Enter the description name for the inbound profile. Caller ID Enter the outbound caller ID you wish to display for the inbound profile. Campaign Associated To Use the dropdown to associate the inbound profile extension to a defined campaign. Only campaigns that are active will be listed as choices. DID/DNIS Use the dropdown to associate the inbound profile extension to a defined Direct Inward Dialing or Dialed Number Identification Service. The DID and DNIS are created by the Host. Custom IVR This is an advanced feature. If you would like to add a front-end IVR to your ACD or Auto-Attendant, then contact support with your specific 68 1/8/2014

69 needs. Examples of this include an IVR where clients enter (via DTMF) their account number, then get passed through to the ACD. Type Choose the type for the inbound profile s extension. Choices are ACD Queue (Automatic Call Distribution) or Auto-Attendant. The rest of the screen s fields are dependant on the choice of type. ACD Queue If you selected ACD Queue as the type for this inbound profile, the rest of the screen is explained below. Options This section describes the basic options for the ACD Queue type of inbound extension. Announcement Use the dropdown to select the defined announcement that will be played when callers are connected to the queue. Script Name Use the dropdown to select the defined script that will be played. Use External Script Select the checkbox if an external script is to be used. If this option is selected, the Script Name in the field above cannot be specified. If this option is selected, enter the full path of the script to be used. This 69 1/8/2014

70 means you need to design your own script with a Web designing application like FrontPage. External Script is a Redirect This is only applicable when using an External Script which redirects back to our servers for updating fields on the screen to the campaign database. Pitch Time Use this to set the minimum time an agent needs to be on a call for the metric for calculating a pitch (or product presentation) to increment by one. The default is 15 seconds. Service Level Goal Use the dropdown to select the optimal number of seconds of service. Choices range from 0 seconds to 60 seconds. Max Callers Use the dropdown to select the maximum number of callers for this queue. Choices range from 0 to 50, but can be set to Unlimited. The default is Unlimited. Ring Strategy The Ring Strategy is set to Least Recent. The extension with the least recent call will be rung. Failover Timeout Use the dropdown to select the number of seconds after which the call will be deemed as timed out if there is no available agent. Choices range from 0 seconds to 600 seconds. It will then go to failover action. Transfer CallerID Use the dropdown to select the Caller ID you wish to have appear on your transferred call. Enable 100% Recording Select this checkbox to enable call recording. Split Transfer Recording Select this option if you would like two recordings associated to the one phone call. One recording will contain both legs of the call (the whole call, before and after the transfer), while the second recording will only contain the transfer leg of the call. 70 1/8/2014

71 Fail Over Destination This section describes the Fail Over Destination options for the ACD Queue. Only one can be selected. Select the fail over destination by clicking the appropriate radio button. Calls that have failed to connect as per Failover Timeout will be redirected as per this option. User If this option has been selected, use the dropdown to select the user to which the call will be sent. Device If this option has been selected, use the dropdown to select the device to which the call will be sent. Voic If this option has been selected, use the dropdown to select the voic to which the call will be sent. Inbound Profile If this option has been selected, use the dropdown to select the inbound profile to which the call will be sent. Outside Number If this option has been selected, type in the outside phone number to which the call will be sent. Selected Dispositions The dispositions associated to this profile, if applicable, are displayed. 71 1/8/2014

72 Selected Users The users associated to this profile, if applicable, are displayed. Selected Post Call Actions The post call actions associated to this profile, if applicable, are displayed. Clear/New button Click to clear the text on the screen. Changes will not be saved. Update Current Record button Click to save your changes. Delete Current Record button Click to delete the record that is currently displayed. You will be prompted ( Do you really want to delete the selected record? ) to confirm deletion before the record is truly removed. Select/Deselect Dispositions Click to select (or deselect) dispositions associated to this profile. Select/Deselect Users Click to select (or deselect) users associated to this profile. 72 1/8/2014

73 Post Call Action Click to select (or deselect) post call actions ( , SMS, Print, Transfer, External) associated to this profile. [See explanation for this program after the Quick Search.] Note: Users who plan to employ the User Screen will be dynamically added to Queues when they login, irrespective of whether they are using a SIP phone or a Device IP phone. However, if the user does not intend to employ the User Screen, each user will need to Add/Remove themselves from any queues. To add: From your phone, make a call to that queue extension, followed by * (i.e. 1000*), and follow audio instructions. To remove: From your phone, make a call to that queue extension, followed by ** (i.e. 1000**), and follow audio instructions. Copy Profile button Click to set quota based dialing rules. [See explanation for this program after the Quick Search.] Auto-Attendant If you selected Auto-Attendant as the type for this inbound profile, the rest of the screen is explained below. Settings This section describes the settings for the Auto-Attendant type of inbound extension. 73 1/8/2014

74 Announcement Use the dropdown to select the defined announcement that will be played. Note: You can create your own messages from the File Management/ Announcements link. Invalid Message Use the dropdown to select the defined announcement when invalid buttons have been pressed. Timeout/Failover Use the dropdown to select the defined announcement when the caller makes no choice for 15 seconds. Press 0-9, *, #, and Timeout/Failover For each of these options, use the dropdown to select which action is to be taken when the assigned button is pressed. Choices are: Inbound Profile. If this option is selected, the screen will refresh and a new field will be displayed from which you must use the dropdown to select a defined inbound profile to which the call is to be transferred. Voic . If this option is selected, the screen will refresh and a new field will be displayed from which you must use the dropdown to select a defined voic box to which the call is to be transferred. 74 1/8/2014

75 User. If this option is selected, the screen will refresh and a new field will be displayed from which you must use the dropdown to select a defined user to which the call is to be transferred. Transfer to Outside Number. If this option is selected, the screen will refresh and a new field will be displayed into which you must specify the outside phone number to which the call is to be transferred. Hang Up. If this option is selected, the call will be disconnected. Clear/New button Click to clear the text on the screen. Changes will not be saved. Update Current Record button Click to save your changes. Delete Current Record button Click to delete the record that is currently displayed. You will be prompted ( Do you really want to delete the selected record? ) to confirm deletion before the record is truly removed. Copy Profile button Click to set quota based dialing rules. [See explanation for this program after the Quick Search.] Quick Search The Quick Search tool is an easy way to display or delete a record. 75 1/8/2014

76 Inbound Profiles Click on any inbound profile in the list for that record to be displayed. You can then view or modify the record. Tip: Click on the Heading to sort the records in the list. Delete Checked button To delete one or several items in the list, select them by clicking in the checkbox to the right of the item. Then press this Delete Checked button. You will be prompted ( Do you really want to delete the selected records? ) to confirm deletion before the record is truly removed. Post Call Action This program, called from the Inbound Profile program, has the following features. This triggers one or more actions to be taken at the end of a user s call. Examples: An invoice is printed or transfer a call from an opener to a verifier. 76 1/8/2014

77 Name Enter the name of the post call action. Post Call Action Select the post call action. Choices are: Print, Unsupervised Transfer, or Supervised Transfer. The rest of the fields on the screen are dependant on the Post Call Action choice. Apply to Dispositions The defined dispositions are listed. Select the dispositions to which this post call action is to be applied. Hold the CTRL key to select more than one disposition. Print This section describes the fields that are displayed when the Post Call Action is set to Print. 77 1/8/2014

78 Layout You can use the scripting tool to layout the document you wish to print. For more information on designing a print document, see the section on Scripting. Unsupervised Transfer This section describes the fields that are displayed when the Post Call Action is set to Unsupervised Transfer. This means the call will be transferred to either an internal number (i.e. user extension or ACD Queue) once the agent is finished with it. If you transfer the call to an ACD Queue extension, it will transfer both the audio and screen/script data. Apply to Dispositions Select the dispositions which will trigger this transfer. You may select multiple dispositions by holding down the ctrl key and clicking your choices. Telephone Number Enter the phone number to which the call will be transferred. This number can be an outside number (include the country code), as well as in internal extension. Supervised Transfer This section describes the fields that are displayed when the Post Call Action is set to Unsupervised Transfer. This means the call will be transferred to either an internal number (i.e. user extension or ACD Queue) while the agent is still on the call. If you transfer the call to an ACD Queue extension, it will transfer both the audio and screen/script data. 78 1/8/2014

79 Apply to Dispositions Do not select a disposition for this. Telephone Number Enter the phone number to which the call will be transferred. This number can be an outside number (include the country code), as well as in internal extension. Clear/New button Click to clear the text on the screen. Changes will not be saved. Update Current Record button Click to save your changes. Delete Current Record button Click to delete the record that is currently displayed. You will be prompted ( Do you really want to delete the selected record? ) to confirm deletion before the record is truly removed. Back button Click to return to the Inbound Profile program. Quick Search The Quick Search tool is an easy way to display or delete a record. 79 1/8/2014

80 Name Click on any name in the list for that record to be displayed. You can then view or modify the record. Tip: Click on the Heading to sort the records in the list. Delete Checked button To delete one or several items in the list, select them by clicking in the checkbox to the right of the item. Then press this Delete Checked button. You will be prompted ( Do you really want to delete the selected records? ) to confirm deletion before the record is truly removed. 80 1/8/2014

81 Outbound Profiles This program is used to add, modify, or delete outbound profiles. Outbound Profile This section is where you define the basic information for the outbound profile. Profile Name Enter the name of the outbound profile. Caller ID Enter the outbound caller ID you want to be broadcasted for any calls made from this profile. This is a required field. Associated To Use the dropdown to select the campaign to which the outbound profile is associated. Dialing Type Select the dialing type for the outbound profile. Available options are: 81 1/8/2014

82 Predictive. Select this option if the outbound profile is to have predictive dialing. When this option is selected, the Pacing section is displayed for you to define the rate. Preview. Select this option if the outbound profile is to have preview dialing. With this option, it will dial one channel for every available user, and give the user a screen pop before the caller answers the phone. Pacing This section is only displayed if the Dialing Type is set to Predictive. Set the following options: Slow / Fast. Use your mouse to drag the arrow button between Slow and Fast to determine the rate at which the calls will be made. Midway (50%) is the average. Increasing this will speed up calling and possibly overshoot the drop ratio goal. Setting this option slower delivers the inverse reaction. Drop Ratio. This is the percentage of calls you are willing to drop in this profile. Three percent (3%) is used for compliance with FTC regulations. Drop Call Message Use the dropdown to select the message that will play jut before dropping a call (when no agent is available). Ans. Mach. Message Use the dropdown to select the message that will play when the outbound call detects an answering machine. Disable AM Detection Select this option if you want to disable AM detection. If selected, agents will receive live calls as well as all answering machines. Enable 100% Recording Select this option if recording is to be enabled for this outbound profile. Split Transfer Recording Select this option if you would like two recordings associated to the one phone call. One recording will contain both legs of the call (the whole call, before and after the transfer), while the second recording will only contain the transfer leg of the call. 82 1/8/2014

83 Script Name Use the dropdown to select the script that is to be used/read for this outbound profile. If the Use External Script checkbox is selected, this option will not be available. Use External Script Select this checkbox if an external script is to be used. Then enter the path and filename of the external script in the field below the checkbox. This means you need to design your own script with a Web designing application like FrontPage. External Script is a Redirect This is only applicable when using an External Script which redirects back to our servers for updating fields on the screen to the campaign database. Timeout in Seconds Use the dropdown to select the number of seconds before the system determines the call is a No Answer. The optimal setting is 40 seconds as this represents about 4-5 rings. Transfer CallerID Use the dropdown to select the Caller ID you wish to have appear on your transferred call. Target Sales per Hour (SPH) This is used in the calculation of some real-time statistics. Pitch Time Use this to set the minimum time an agent needs to be on a call for the metric for calculating a pitch (or product presentation) to increment by one. The default is 15 seconds. Target Sales per Agent (SPA) This is used in the calculation of some real-time statistics. Outbound Call List Setup This section is used to set the criteria for the outbound profile based on the setup of the outbound call list. 83 1/8/2014

84 Start Date Use the Calendar button to select the year, month, day, and time to begin making outbound calls for this profile. Use the Reset button to clear the date. End Date Use the Calendar button to select the year, month, day, and time to stop making outbound calls for this profile. Use the Reset button to clear the date. Reset button Click to clear the Start Date or End Date. Dispositions code to call This field lists the allowable dispositions selected for the creation of the call list. Select one or more (by holding down the CTRL key) dispositions that can be applied to this inbound profile. The chosen dispositions are listed under the Selected Dispositions heading. Selected Dispositions The selected dispositions are listed. Call List Sort By Use the dropdown to select the field (must be indexed) by which the call list is to be sorted. Keep in mind that the system already sorts 84 1/8/2014

85 automatically by icallcount (in ascending order), so you do not need to select it. Call Count Order By Use the dropdown to select if you want the call count to be sorted in ascending or descending order. Otherwise, you can select no call count sorting. Maximum Number of Dial Attempts Use the dropdown to select the maximum number of calls that can be made to any specific number. Choices range from infinite to 60. Maximum Number of Daily Dial Attempts Use the dropdown to select the maximum number of calls that can be made to any specific number in one calendar day. Choices range from infinite to 60. Timezone Restrictions This section is used to define the restrictions on the outbound profile, based on time zones. Timezone Use the dropdown to select the time zone to restrict. Available choices are: Alaskan Standard Time, Arizona Time, Atlantic Standard Time, Central Standard Time, Eastern Standard Time, Hawaiian Standard Time, Mountain Standard Time, Newfoundland Time, or Pacific Standard Time. Selecting nothing will allow records to be called during the time period set above, irrespective of timezone. Click the Save button to save your entry. Entries are listed below. To delete an entry, click the checkbox to the left of the item you wish to remove, and then click the Delete button. 85 1/8/2014

86 Start Date Click the Calendar button to select the time at which calls can start for this time zone. End Date Click the Calendar button to select the time at which calls must end for this time zone. Add button Click to save the timezone restriction that was entered. Delete button Click to remove the timezone restriction selected in the already-defined restrictions section by clicking the checkbox to the left of the zone. Query Filtering This section is used to filter the content selection of the query. ( ) Use the brackets to create a compound query which includes multiple filter items. Field Use the dropdown to select the field on which you wish to filter the query. Operator Use the dropdown to select the means by which you wish to filter the field. Options are greater than, equals, different, contains, etc Value Enter the characters which are to be compared to the field s value, according to the Operator selected. For example, if you selected Last Name as the field, Contains as the Operator, and entered a value of 86 1/8/2014

87 ow, all last names containing ow (like Brown and Cowell) will be filtered. Relation Use the dropdown to select the relation of the query filters. The choices are and and or. If you set up two filters, one of which is Name - Contains - ow and Province - Equals - ON the difference is that when the and relation is made, all Names containing ow AND which are located in province of ON will be filtered. Both variables must be met in order for the record to be filtered. But if the or relation is selected, then all Names containing ow are filtered, along with all records for province ON. Any given record does not have to meet both criteria in this case; only one criteria needs to be met in order for it to be filtered. Add button Click to add the query filter that was entered. Delete button Click to remove the query filter selected in the already-defined filters section by clicking the checkbox to the left of the field. Save button Click to save this query and add it to the query string. Query String The ability to create multiple queries and link them together is possible. All of the query filters you create and save (see above), will be added to the Query String section. Edit button Click to edit a particular query string that was previously entered. Delete button Click to remove the query filter selected. Script Dispositions The script dispositions associated to the User Screen (Script) selected for this profile are displayed. Selected Users The users associated to this profile, if applicable, are displayed. 87 1/8/2014

88 Tip: Users must employ the User Screen in order become members of Outbound Profiles. Selected Post Call Actions The post call actions associated to this profile, if applicable, are displayed. Clear/New button Click to clear the text on the screen. Changes will not be saved. Update Current Record button Click to save your changes. Delete Current Record button Click to delete the record that is currently displayed. You will be prompted ( Do you really want to delete the selected record? ) to confirm deletion before the record is truly removed. Select/Deselect Dispositions Click to select (or deselect) dispositions associated to this profile. Select/Deselect Users Click to select (or deselect) users associated to this profile. 88 1/8/2014

89 Post Call Action Click to select (or deselect) post call actions ( , SMS, Print, Transfer, External) associated to this profile. [See explanation for this program after the Quick Search.] Quota Based Dialing Click to set quota based dialing rules. [See explanation for this program after the Quick Search.] Copy Profile button Click to set quota based dialing rules. [See explanation for this program after the Quick Search.] Quick Search The Quick Search tool is an easy way to display or delete a record. 89 1/8/2014

90 Outbound Click on any outbound profile in the list for that record to be displayed. You can then view or modify the record. Tip: Click on the Heading to sort the records in the list. Delete Checked button To delete one or several items in the list, select them by clicking in the checkbox to the right of the item. Then press this Delete Checked button. You will be prompted ( Do you really want to delete the selected records? ) to confirm deletion before the record is truly removed. Post Call Action This program, called from the Inbound Profile program, has the following features. This triggers one or more actions to be taken at the end of a user s call. Examples: An invoice is printed or transfer a call from an opener to a verifier. Name Enter the name of the post call action. 90 1/8/2014

91 Post Call Action Select the post call action. Choices are: Print, Unsupervised Transfer, or Supervised Transfer. The rest of the fields on the screen are dependant on the Post Call Action choice. Apply to Dispositions The defined dispositions are listed. Select the dispositions to which this post call action is to be applied. Hold the CTRL key to select more than one disposition. Print This section describes the fields that are displayed when the Post Call Action is set to Print. Layout You can use the scripting tool to layout the document you wish to print. For more information on designing a print document, see the section on Scripting. Unsupervised Transfer This section describes the fields that are displayed when the Post Call Action is set to Unsupervised Transfer. This means the call will be transferred to either an internal number (i.e. user extension or ACD Queue) once the agent is finished with it. If you transfer the call to an ACD Queue extension, it will transfer both the audio and screen/script data. 91 1/8/2014

92 Apply to Dispositions Select the dispositions which will trigger this transfer. You may select multiple dispositions by holding down the ctrl key and clicking your choices. Telephone Number Enter the phone number to which the call will be transferred. This number can be an outside number (include the country code), as well as in internal extension. Supervised Transfer This section describes the fields that are displayed when the Post Call Action is set to Unsupervised Transfer. This means the call will be transferred to either an internal number (i.e. user extension or ACD Queue) while the agent is still on the call. If you transfer the call to an ACD Queue extension, it will transfer both the audio and screen/script data. Apply to Dispositions Do not select a disposition for this. Telephone Number Enter the phone number to which the call will be transferred. This number can be an outside number (include the country code), as well as in internal extension. Clear/New button Click to clear the text on the screen. Changes will not be saved. Update Current Record button Click to save your changes. 92 1/8/2014

93 Delete Current Record button Click to delete the record that is currently displayed. You will be prompted ( Do you really want to delete the selected record? ) to confirm deletion before the record is truly removed. Back button Click to return to the Outbound Profile program. Quota Based Dialing This program, called from the Outbound Profile program, is designed for customers who wish to set sale quotas to specific criteria. This is often used in survey type calling. Create a Quota A quota is a specific number of sale type dispositions for a specific query filter. Quota is the target number you are seeking. Field is a list of all the data fields in your campaign that can be selected in the query builder view. Value is the condition set to the Field. Relation is used in the event you wish to set up a multiconditional quota. 93 1/8/2014

94 Add/Delete buttons are for adding multiple conditions to a quota. All Quotas This grid lists all the quotas which have already been defined. A quota in green represents a quota which has been reached. A quota in yellow represents a quota which is within 10% of its goal. You can sort the quotas by clicking on the column titles. Edit button is for editing a previously saved quota value. If you adjust the new quota to a value less than the actual, your quota will immediately become reached. Detele button is for permanently deleting a quota. You can not edit any saved quotas you can only delete them. Also, deleting and reinstating a quota will not restore the initial actual value. Copy Quotas to Another Profile From this dropdown box, you can select another Outbound Profile to which you can copy all the existing quotas for the current Outbound Profile. Clear/New button Click to clear the text on the screen. Changes will not be saved. Update Current Record button Click to save your changes. Copy to Outbound Profile button Click to copy existing quotas from current profile to the profile selected in Copy To dropdown box. Back button Click to return to the Outbound Profile program. 94 1/8/2014

95 DNC / Black List This program is used to add, modify, or delete phone numbers on the Do Not Call list (outgoing) or Black List (incoming). Country Code Enter the country code for the phone number. Telephone Enter the phone number. Type Select the blocking type. Only one can be selected. Choices are: DNC. Select this option for the phone number to be added to the Do Not Call list. This refers to outgoing calls; this phone number cannot be dialed. Blacklist. Select this option for the phone number to be added to the Black List. This refers to incoming calls; this phone number will be blocked from calling you. 95 1/8/2014

96 Campaign Specific You may select a campaign for which this DNC is ONLY applicable to. If this number is assigned a campaign, it is callable by other campaigns, just not the one assigned to it. Date Added This field is not accessible. Once you save the record (using the Update Current Record button), the date and time will be automatically populated in this field. It cannot be changed. Notes Enter any notes pertaining to this blocking, if applicable. Export in Csv Format Button Pressing this button will create a CSV file of all your DNC and Blacklisted number. You can then save this file to your local computer. Inport in Csv Format Button Pressing this button will take you to am import wizard for importing a CSV file containing either your DNC or Blacklisted records. You can then save this file to your local computer. Telephone Lookup Click to search for a specific DNC/Blacklist number. The following search box will appear. Clear/New button Click to clear the text on the screen. Changes will not be saved. Update Current Record button Click to save your changes. Delete Current Record button Click to delete the record that is currently displayed. You will be prompted ( Do you really want to delete the selected record? ) to confirm deletion before the record is truly removed. 96 1/8/2014

97 Quick Search The Quick Search tool is an easy way to display or delete a record. Telephone Click on any telephone number in the list for that record to be displayed. You can then view or modify the record. Tip: Click on the Heading to sort the records in the list. Delete Checked button To delete one or several items in the list, select them by clicking in the checkbox to the right of the item. Then press this Delete Checked button. You will be prompted ( Do you really want to delete the selected records? ) to confirm deletion before the record is truly removed. Note: Every time you import new leads, you will be given the option to scrub your leads against the DNC list. As well, every time a call is made, it is automatically scrubbed against the DNC list, the instant before it is dialed. 97 1/8/2014

98 Importing This program is used to import campaign-specific data into the system, from a file that you created. Step 1 - Setup This screen is used to specify the campaign, filename, and settings for the import function. Campaign Use the dropdown to select the campaign into which you want to import data. Filename Enter the filename from which the data is to be imported. Alternatively, click the Browse button to find and choose the file. Note: The data file must be in CSV or TXT format. Lead Source Enter the lead source name you would to associate to the leads you intend on importing. Later when setting up your Outbound Profile, you can filter your leads with the Lead Source name you entered. Country Code Use the dropdown to select the country from which these leads are from. Field Separator Use the dropdown to select the field separator used in your CSV or TXT file. 98 1/8/2014

99 Suppress Duplicates The system can perform two types of data scrubbing. Local. Select this option to suppress duplicates contained in the file imported. Global. Select this option to suppress duplicates throughout your file and campaign. This option is HIGHLY recommended. Enable DNC check Select this checkbox to exclude records that are associated to Do Not Call phone numbers. The default is that this option is not selected. Enable BlackList check Select this checkbox to exclude records that are associated to blacklisted phone numbers. The default is that this option is not selected. Log Bad Data Select this checkbox to create a log listing the records from the file that were not imported into the system for any reason. The default is that this option is not selected. Show/Hide Advanced Setup button Assuming you have a non-standard data file, you can alter the system defaults with respect to your import. Selecting a Saved Importer Mapping Later in the import process you will discover the option to save an importing profile and mapping template. In the event you are importing a new file which contains the exact same columns as that of a previous import, you can skip the importing process by selecting your saved import mapping FIRST. You will then just need to select your file to import and proceed. 99 1/8/2014

100 Press Next to move on to the next importing setp. Step 2 Confirm Data Set This screen is used to confirm to you the number of records you will be importing. Next button Click to continue to the next step. Step 3 Database Configuration Database configuration allows you to dynamically add new columns (fields) to your campaign database. If you plan on importing data into new fields that don t exist already in your campaign, you must first create them here. New button Click to create a new field in the database /8/2014

101 Next button Click to continue to the next step. Step 4 Map fields to import In this step you will need to map the fields in your source data to the fields in your campaign. Source This column contains either the header row form your file or the first row of data for you to match up with the destination column. Destination Use the dropdown to select the field in the campaign database. This is where the source data will go to. Save Importer Mapping By checking this box and giving it a name, you will save your mapping preference thus making it available on a future import. Saving import mappings saves lots of time in the future. Add Column button Click to return to the previous step and add a new column to the destination drop downs /8/2014

102 Next button Click to continue to the next step. Step 5 Import Complete This screen displays the number of records that are in your data file and the number of these records rejected for various reasons. Records in File This field displays the number of records that are in your source data file. Good This field displays the number of records that can be imported. Local Duplicates This field displays the number of records that are duplicates within the imported file. Global Duplicates This field displays the number of records that are duplicates within the file and the campaign, meaning that the record in the source data file already exists in the system. Bad Data This field displays the number of records that have bad data and will not be imported. If you have a header row in your import file it is common for it to be rejected as bad data /8/2014

103 DNC Blocked This field displays the number of records that could not be imported because the phone numbers were on the DNC list. Blacklist Blocked This field displays the number of records that could not be imported because the phone numbers were on the Blacklist /8/2014

104 Scripting This program is used to prepare the scripts that are to be used/read by outbound/inbound Users. Essentially it is a tool to help you design an interactive web page. Script Name Enter the name of the script. Campaigns Select the campaign associated to this script /8/2014

105 Buttons These buttons are used to apply styles to and format the text of the script. Available options are: Preview. Click this button to view your script in a new pop-up window so you can get a sense of how it looks. Cut. Click this button to cut the selected text from the script. Copy. Click this button to copy the selected text from the script. Paste. Click this button to paste either a cut or copied item in memory into the script. Paste form Word. Click this button to paste either a cut or copied item from Word into the script. Undo. Click this button to undo your most recent action in the script. Redo. Click this button to redo your most recent action in the script. Find. Click this button to find the occurrence of a piece of text throughout the script. Replace. Click this button to replace matching instances of a piece of text throughout the script. Checkbox. Click this button to insert a checkbox. Radio Button. Click this button to insert a radio button. Label. Click this button to insert a data label. Textbox. Click this button to insert a text box. Text Area. Click this button to insert an area of text. Selection Field. Click this button to insert a dropdown list box. Table. Click this button to insert a table into the script. Button. Click this button to insert a navigation button into your script. Image. Click this button to insert an image into your script. Bold. Click this button for the selected text to be displayed in bold. Italic. Click this button for the selected text to be displayed in italics. Underline. Click this button for the selected text to be underlined. Left. Click this button for the selected text to be left-justified /8/2014

106 Center. Click this button for the selected text to be centered. Right. Click this button for the selected text to be right-justified. Block. Click this button for the selected text to be block justified. Ordered List. Click this button to create a numbered list. Bulleted List. Click this button to create a bulleted list. Decrease Indent. Click this button for the selected text s indent to be decreased. Increase Indent. Click this button for the selected text s indent to be increased. Horizontal Line. Click this button to insert a horizontal line to the script. Special Characters. Click this button to insert a special character to the script. Paragraph Format. Click this button to change the format of the paragraph. Font. Click this button to change the font. Size. Click this button to change the size of the font. Text Color. Click this button to change the color of the text. Background Color. Click this button to change the color of the text s background. Design. Click this button to see your script in HTML format. Clear/New button Click to clear the text on the screen. Changes will not be saved. Update Current Record button Click to save your changes. Delete Current Record button Click to delete the record that is currently displayed. You will be prompted ( Do you really want to delete the selected record? ) to confirm deletion before the record is truly removed /8/2014

107 Database Configuration button Click to edit the campaign database fields. Copy Script button Click to copy the existing script to a new script file. Adding Salesrep name of Openner to the Verifier script. The purpose of this document is to help you avoid common errors made when using scripting. Scripting and Campaigns Many tenants want their Verifier s script to display the agent name that originally made the sale. Please note the following, as setting this up incorrectly means that the agent s name could get accidently blanked out. cusername: If you would like your verifier to be able to see the agent that made the sale, you can add this field to your scripts as a LABEL only. Adding it as a TEXT FIELD will REMOVE the name of the opening agent. clastusername: This is a system field NOT to be used on your scripts. Quick Search The Quick Search tool is an easy way to display or delete a record /8/2014

108 Name Click on any name in the list for that record to be displayed. You can then view or modify the record. Tip: Click on the Heading to sort the records in the list. Delete Checked button To delete one or several items in the list, select them by clicking in the checkbox to the right of the item. Then press this Delete Checked button. You will be prompted ( Do you really want to delete the selected records? ) to confirm deletion before the record is truly removed /8/2014

109 Dispositions This program is used to add, modify, or delete dispositions. Name Enter the name of the disposition. Description Enter the description of the disposition. Type Select the type of the disposition. Only one can be selected. Choices are: Custom. Select this option for custom dispositions. Sale. Select this option for dispositions of a sales nature. Callback. Select this option for calls that result in callbacks. Verified Sale. Select this option for dispositions of a sales nature performed by a verifier agent (after the initial sales transfer by the opener agent) /8/2014

110 Clear/New button Click to clear the text on the screen. Changes will not be saved. Update Current Record button Click to save your changes. Disposition Groups Click to dispositions to groups (i.e. Completes, Contacts, etc ). Delete Current Record button Click to delete the record that is currently displayed. You will be prompted ( Do you really want to delete the selected record? ) to confirm deletion before the record is truly removed. Disposition Groups The Disposition Group tool is a reporting extension for those users looking to expand their disposition reports. It allows you to assign specific dispositions to specific groups /8/2014

111 Back button Click to go back to the Disposition screen. Changes will not be saved. Update Current Record button Click to save your changes. Quick Search The Quick Search tool is an easy way to display or delete a record. Name Click on any name in the list for that record to be displayed. You can then view or modify the record. Tip: Click on the Heading to sort the records in the list. Delete Checked button To delete one or several items in the list, select them by clicking in the checkbox to the right of the item. Then press this Delete Checked button. You will be prompted ( Do you really want to delete the selected records? ) to confirm deletion before the record is truly removed /8/2014

112 System Disposition Codes Following is a list of the System Disposition Codes which are reserved for system use only. Code Description BUSY NO ANS OI NO PPM BLACKLIST DNC NO CHAN ANS MACH LEFT MSG UNKNOWN Busy No Answer Operator Intercept No More Prepaid Minutes Blacklist Do Not Call No Channels Available Answering Machine Left Message Unknown 112 1/8/2014

113 Contact Editor This program is used for the manager to view one lead at a time. Outbound Profiles / Inbound Profiles Use the dropdown to select either an Outbound Profile or an Inbound Profile against whose leads you want to view. The associated script is then displayed in the center of the screen. The corresponding field data is displayed when a specific record has been selected. Script Information in the script fields can be changed. Don t forget to press the Update Current Record button to save any changes that you make. Disposition: CallCount: Last Call: Last Dispo: User: The disposition displayed here is the record s current disposition. This is the number of calls made to the telephone number. This is the date on which the last call was made to this phone number. This is the last disposition, previous to the current, for the record. This is the user name associated to the last call made to the phone number /8/2014

114 Telephone Lookup button Click to display the Telephone Lookup section of the screen where you can enter a phone number. The record associated to this telephone number is then displayed in the Script section of the screen, as displayed above. Clear/New button Click to clear the text on the screen. Changes will not be saved. Update Current Record button Click to save your changes. Query button Click to display the Query Builder section of the screen where you can specify a specific set of records to be displayed. Use the dropdowns to select the criteria for the records you want to view. Add button: Remove button: Click to create additional lines so that more fields can be compared against. Click to remove lines from the bottom so that less fields are compared against. Execute Query button: Click to display the results. Example: 114 1/8/2014

115 Click on any heading to sort by that field. Show button: Click to view the record. Query Results can be exported to a CSV or XML file. Execute Export: Export Limit: Click to export the results to the file type selected. You can limit your export results to the number set here. Once you are viewing the details of one record, you have access to the following control button Telephone Lookup button Click to display the Telephone Lookup section of the screen where you can enter a phone number. The record associated to this telephone number is then displayed in the Script section of the screen, as displayed above. Call History button Click to view the history of calls made to the phone number of the record that is displayed /8/2014

116 Recordings button Click to listen to the recordings made for the phone number of the record that is displayed. Click on the Play this File link to listen to the recording. Clear/New button Click to clear the text on the screen. Changes will not be saved. Update Current Record button Click to save your changes. Query button Click to display the Query Builder section of the screen where you can specify a specific set of records to be displayed. Delete Current Record button Click to delete the record that is currently displayed. You will be prompted ( Do you really want to delete the selected record? ) to confirm deletion before the record is truly removed. View Query Results button Click to display the results of the previous query /8/2014

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118 Re-Assign Callback This program is used to re-assign or delete callbacks. This is used when the user will not be able to address their callbacks and they need to be assigned to another user. Re-Assign Callbacks Select this option to re-assign callbacks from one user to another. If this option is selected, the Reassign To field is displayed. Re-Assign Disposition Code Select this option to re-assign the callback to a new disposition code. When this option is selected, the Change Disposition To field is available. Reassign All Select this checkbox if all callbacks are to be reassigned. Users Use the dropdown to select the user from who the callbacks are to be reassigned or deleted, depending on the option selected (Re-Assign or Delete). Inbound Profiles Use the dropdown to select the inbound profile if only calls for a specific profile are to be re-assigned or deleted. Alternatively, leave this field blank for all inbound profiles to be affected /8/2014

119 Outbound Profiles Use the dropdown to select the outbound profile if only calls for a specific profile are to be re-assigned or deleted. Alternatively, leave this field blank for all outbound profiles to be affected. Start Date/Time The Start time is used as a filter for affecting a subset of records selected. End Date/Time The End time is used as a filter for affecting a subset of records selected. Reassign To If the Re-Assign Callbacks option was selected, this field is displayed. Use the dropdown to select the user to who the callbacks are to be rerouted. Change Disposition To If the Re-Assign Disposition Code option was selected, this field is displayed. Use the dropdown to select the disposition code to which the callbacks are changed. Re-Assign Callback button Click to re-assign the callbacks /8/2014

120 Outbound Call Lists This program is used to view the real-time status of outbound calls. Outbound Profiles The outbound profiles are listed. They are colour-coded as: Light Green. Active profile. Dark Green: Inactive profile that was overridden. Red: Active profile that was overridden. Gray: Inactive profile. Purple: Out of leads. Control Checkbox It is assumed by the system that a profile will be active during time frame you have setup in your Outbound Profile. This is indicated by a check mark in the Control Checkbox (Automatic Mode). Unchecking it will allow you to start and stop profiles as you wish. Date Range The From and To date span is displayed for each outbound profile /8/2014

121 Time Range The From and To time span is displayed for each outbound profile. Sales The number of sales, per outbound profile, is displayed. Active Users The number of active users, per outbound profile, is displayed. Dashboard Statistics When you select the radio button next to an active Outbound Profile (light green), the dashboard statistics will become populated. Sales per hour. Total sales divided by the sum of active agents login time for today. Leads Left:: The number of dialable leads left in a profile. Drop Ratio: The current drop ratio for a profile. Call Volume: The total number of calls made today for this profile. Requery button Click to refresh the query for leads so that if you changed your calling criteria in the Outbound Profile, it will now be considered /8/2014

122 User Control This program is used to view in real-time what users are connected to what profiles. User Control This report displays all the agents currently logged into the system /8/2014

123 Profile Multi-Assign This form is used to assign and/or unassign numerous users from a, or multiple, profiles. Profile Multi-Assign You can opt to select/unselect ALL users and profiles by checking off the checkbox.. Outbound Profile Multi-Assignment This is a grid of users in the first column, and all the outbound profiles which are currently active on your system. Checking off the checkbox to the left of a user will assign them to all the profiles on the list. Likewise, checking off the checkbox above a profile name will assign all users to that profile /8/2014

124 Inbound Profile Multi-Assignment This is a grid of users in the first column, and all the inbound profiles which are currently active on your system. Checking off the checkbox to the left of a user will assign them to all the profiles on the list. Likewise, checking off the checkbox above a profile name will assign all users to that profile. Update Current Record button Click to save your changes. This will also reload all your profiles on the system, so that the change takes effect immediately /8/2014

125 ScoreCards This program is used to add, modify, or delete Scorecards. Scorecards are used in quality assurance (QA) of live calls. A scorecard created here will automatically be presented to a manager who is live monitoring a call (see Extensions view). Score Card This section is where you define a QA scorecard of up to 10 questions. Name Enter the name of the scorecard. Campaign Specific Select a specific campaign you would like to use this scorecard with. Optionally, you may leave this drop down list blank for your scorecard to be applied to all your campaign profiles. Active Select this checkbox if the user is active. If this checkbox is not selected, the scorecard will NOT automatically appear when a supervisor initiates a live monitoring (see Extensions View) /8/2014

126 Questions 1-10 This section is where you define your score card questions. You are not required to use all 10 questions. Question Enter the question as you would like it to appear to the supervisor. Answers You may have up to 5 answer choices. These answers can be numbers or text phrases. Clear/New button Click to clear the text on the screen. Changes will not be saved. Update Current Record button Click to save your changes. Delete Current Record button Click to delete the record that is currently displayed. You will be prompted ( Do you really want to delete the selected record? ) to confirm deletion before the record is truly removed. Quick Search The Quick Search tool is an easy way to display or delete a record. Name Click on any name in the list for that record to be displayed. You can then view or modify the record. Tip: Click on the Heading to sort the records in the list /8/2014

127 Delete Checked button To delete one or several items in the list, select them by clicking in the checkbox to the right of the item. Then press this Delete Checked button. You will be prompted ( Do you really want to delete the selected records? ) to confirm deletion before the record is truly removed /8/2014

128 Reporting This module is used to configure and generate reports. It features the following functions: Agent Dispo Report Callback Reports Campaign Reporting Campaign Statistics Campaign P & L (Profit & Loss) Lead Analysis Call Type Payroll Report Scorecard Report Sales Verification Abandon/ANI Report ACD Agent ACD Report Billing Report CDR Reporting Navigation Report Statistical Reporting User Listing 128 1/8/2014

129 Agent Disposition Report This program is used to generate a disposition report for specific or all agents, for a specific campaign and/or profile or all campaigns and/or profiles. The output is in Portrait layout. Campaign Status Report This section contains the criteria for the report. Campaigns Use the dropdown to select the campaign on which you wish to report. Selecting a campaign is required. Users Use the dropdown to select the user on which you wish to report on. Alternatively, leave this field blank to report on all users. Inbound Profiles Use the dropdown to select the profile on which you wish to report. Alternatively, leave this field blank to report on all profiles. Outbound Profiles Use the dropdown to select the profile on which you wish to report. Alternatively, leave this field blank to report on all profiles /8/2014

130 Start Date and Time Use the Calendar button to select a specific starting day, month, year, and time. The default is the current date at one second past midnight. End Date and Time Use the Calendar button to select a specific ending day, month, year, and time. The default is the current date at one second before midnight. Output This section contains the report s output criteria. Only one may be selected. Choices are: Screen/Print Select this option for the report output to be displayed on your screen. From here, you can print from your browser. CSV Download Select this option for the report to be created as a Comma Separated Value (CSV) file. This file can then be used to download into other applications (i.e. Microsoft Excel). If this option is selected, enter the filename to be created. Run Report button Click to generate the report. The screen will refresh once the report is complete. If CSV Download is selected as the Output method, another screen will be displayed with a downloadable hyperlink /8/2014

131 Sample Format Agent Disposition Report 131 1/8/2014

132 Callback Report This program is used to generate a callback report for a specific user and/or campaign and its profiles. Callback Report This section contains the criteria for the report. Users Use the dropdown to select User on which you wish to report. One must be selected. Campaigns Use the dropdown to select the campaign on which you wish to report. One must be selected. Inbound Profiles Use the dropdown to select a specific Inbound Profile, or leave it blank for all. Outbound Profiles Use the dropdown to select a specific Outbound Profile, or leave it blank for all /8/2014

133 Callback Report button Click to generate the report. The result of this report will be outputted to the screen in the form of a grid /8/2014

134 Campaign Reporting This program is used to generate a status report for a specific campaign and/or profile or all campaigns and/or profiles. If the report type selected is Disposition, the output is in Portrait layout. Otherwise, it is in Landscape layout. Campaign Status Report This section contains the criteria for the report. Campaigns Use the dropdown to select the campaign on which you wish to report. Alternatively, leave this field blank to report on all campaigns. Inbound Profiles Use the dropdown to select the profile on which you wish to report. Alternatively, leave this field blank to report on all profiles. Outbound Profiles Use the dropdown to select the profile on which you wish to report. Alternatively, leave this field blank to report on all profiles. Start Date and Time Use the Calendar button to select a specific starting day, month, year, and time. The default is the current date at one second past midnight /8/2014

135 End Date and Time Use the Calendar button to select a specific ending day, month, year, and time. The default is the current date at one second before midnight. Report Type Select the type of report you wish to generate. Only one can be selected. Choices are: Disposition. The report will be sequenced by campaign and then by disposition code. The output is in Portrait layout. Activity. The report will be sequenced by campaign and then by user/extension. The output is in Landscape layout. Sales. The report will be sequenced by campaign and then by profile (inbound/outbound). The output is in Landscape layout. Dialing / Drop Ratio. The report will provide you with a drop call analysis and percentage. Output This section contains the report s output criteria. Only one may be selected. Choices are: Screen/Print Select this option for the report output to be displayed on your screen. From here, you can print from your browser. CSV Download Select this option for the report to be created as a Comma Separated Value (CSV) file. This file can then be used to download into other applications (i.e. Microsoft Excel). If this option is selected, enter the filename to be created. Run Report button Click to generate the report. The screen will refresh once the report is complete. If CSV Download is selected as the Output method, another screen will be displayed with a downloadable hyperlink /8/2014

136 Sample Format Report Type: Disposition Report Type: Activity 136 1/8/2014

137 Report Type: Sales Report Type: Dialing / Drop Report 137 1/8/2014

138 Campaign Statistics This program is used to generate a statistical summary report for a specific campaign. The output is in Portrait layout. Campaign Statistics Report This section contains the criteria for the report. Campaigns Use the dropdown to select the campaign on which you wish to report. Alternatively, leave this field blank to report on all campaigns. Start Date and Time Use the Calendar button to select a specific starting day, month, year, and time. The default is the current date at one second past midnight. End Date and Time Use the Calendar button to select a specific ending day, month, year, and time. The default is the current date at one second before midnight. Output This section contains the report s output criteria. Only one may be selected. Choices are: Screen/Print Select this option for the report output to be displayed on your screen. From here, you can print from your browser. CSV Download Select this option for the report to be created as a Comma Separated Value (CSV) file. This file can then be used to download into other 138 1/8/2014

139 applications (i.e. Microsoft Excel). If this option is selected, enter the filename to be created. Run Report button Click to generate the report. The screen will refresh once the report is complete. If CSV Download is selected as the Output method, another screen will be displayed with a downloadable hyperlink. Sample Format 139 1/8/2014

140 Campaign P & L This report is for generating a profit & loss statement for your campaign based on the parameters you have set. Campaign Profit and Loss Report This section contains the criteria for the report. Name Give your report a name that will be saved. Campaigns Use the dropdown to select the campaign on which you wish to report. One must be selected. Start Date Use the Calendar button to select a specific starting day, month and year. The default is the current date /8/2014

141 End Date Use the Calendar button to select a specific starting day, month and year. The default is the current date. Deduct Break Time Check this box if you want to deduct an agent s break time from the total Agent login time. Agent Time Select what time metric you want to use in this report. Typically if your agents worked on only one campaign, then you would select Login Time. If the agent is a member of multiple outbound campaigns simultaneously, then you will want to use talk time estimation as the metric to assign the appropriate amount of time worked on a specific campaign. Agent Hourly Cost Enter your agent hourly salary cost. Hourly Overhead Enter the hourly estimate for overhead costs, like supervisor salaries, rent, utilities, etc... Average Sale Value Set the custom value of your sale if every sale on the system has the same value. Select Contact drevenue field if the sale amounts vary from sale to sale. Average Verified Sale Value Set the custom value of your verified sale if every sale on the system has the same value. Select Contact drevenue field if the verified sale amounts vary from sale to sale. Collectability % of Sales If you already know that you will not collect 100% of your sales made, then you can assign the estimate of collectability here. Lead Cost Enter the cost of a lead here /8/2014

142 Output This section contains the report s output criteria. Only one may be selected. Choices are: Screen/Print Select this option for the report output to be displayed on your screen. From here, you can print from your browser. CSV Download Select this option for the report to be created as a Comma Separated Value (CSV) file. This file can then be used to download into other applications (i.e. Microsoft Excel). If this option is selected, enter the filename to be created. Clear/New button Click to clear the text on the screen. Changes will not be saved. Update Current Record button Click to save your changes. Run Report button Click to generate the report. The screen will refresh once the report is complete. If CSV Download is selected as the Output method, another screen will be displayed with a downloadable hyperlink. Sample Format 142 1/8/2014

143 143 1/8/2014

144 Lead Analysis This program is used to generate a lead disposition report for a specific campaign. Lead Disposition Report This section contains the criteria for the report. Campaigns Use the dropdown to select the campaign on which you wish to report. One must be selected. Apply OB Profile filters to report This optional setting allows you to filter your Lead Analysis report, based on the dispositions set in the selected outbound profile, as well as the query filters set in that profile. Lead Source Use the dropdown to select a specific lead source, or select ALL. Group By Use the dropdown to select how the report will be grouped /8/2014

145 Group By Timezone Check this box if you want to have your results split over the various applicable timezones. Output This section contains the report s output criteria. Only one may be selected. Choices are: Screen/Print Select this option for the report output to be displayed on your screen. From here, you can print from your browser. CSV Download Select this option for the report to be created as a Comma Separated Value (CSV) file. This file can then be used to download into other applications (i.e. Microsoft Excel). If this option is selected, enter the filename to be created. Run Report button Click to generate the report. The screen will refresh once the report is complete. If CSV Download is selected as the Output method, another screen will be displayed with a downloadable hyperlink /8/2014

146 Sample Format 146 1/8/2014

147 Call Type Report This program is used to generate a report of various call types for a specific campaign and/or user(s). Call Type Report This section contains the criteria for the report. Campaign Use the dropdown to select the campaign on which you wish to report. You must select a campaign. Users Use the dropdown to select the user on which you wish to report. Leave it blank if you want all users reported on. Inbound Profiles Use the dropdown to select the profile on which you wish to report. Alternatively, leave this field blank to report on all profiles. Outbound Profiles Use the dropdown to select the profile on which you wish to report. Alternatively, leave this field blank to report on all profiles /8/2014

148 Call Types Use the dropdown to select which call type you wish to report. Order By Use the dropdown to select your Order By preference. Start Date and Time Use the Calendar button to select a specific starting day, month, year, and time. The default is the current date at one second past midnight. End Date and Time Use the Calendar button to select a specific starting day, month, year, and time. The default is the current date at one second before midnight. Output This section contains the report s output criteria. Only one may be selected. Choices are: Screen/Print Select this option for the report output to be displayed on your screen. From here, you can print from your browser. CSV Download Select this option for the report to be created as a Comma Separated Value (CSV) file. This file can then be used to download into other applications (i.e. Microsoft Excel). If this option is selected, enter the filename to be created. Get Call Type Report button Click to generate the report. The screen will refresh once the report is complete. If CSV Download is selected as the Output method, another screen will be displayed with a downloadable hyperlink /8/2014

149 Sample Format 149 1/8/2014

150 Payroll Report This program is used to generate a payroll report for the specific user(s). Payroll Report This section contains the criteria for the report. Users Use the dropdown to select the user on which you wish to report. Leave it blank if you want all users reported on. Start Date and Time Use the Calendar button to select a specific starting day, month, year, and time. The default is the current date at one second past midnight. End Date and Time Use the Calendar button to select a specific starting day, month, year, and time. The default is the current date at one second before midnight. Type Select the mode for the report. Only one may be selected. Choices are: Summary. The summarized version of the report will be generated. Detail. The detailed version of the report will be generated /8/2014

151 Output This section contains the report s output criteria. Only one may be selected. Choices are: Screen/Print Select this option for the report output to be displayed on your screen. From here, you can print from your browser. CSV Download Select this option for the report to be created as a Comma Separated Value (CSV) file. This file can then be used to download into other applications (i.e. Microsoft Excel). If this option is selected, enter the filename to be created. Get Payroll Report button Click to generate the report. The screen will refresh once the report is complete. If CSV Download is selected as the Output method, another screen will be displayed with a downloadable hyperlink. Sample Format 151 1/8/2014

152 Scorecard Report The Scorecard report allows a user to view a report of the answers/score an agent received from their manager from a quality assurance (QA) live monitoring session. Scorecard Report This section contains the criteria for the report. Agents Use the dropdown to select the user (who was scored) on which you wish to report on. Alternatively, leave this field blank to report on all users. Managers Use the dropdown to select the user (who did the scoring) on which you wish to report on. Alternatively, leave this field blank to report on all users. Start Date and Time Use the Calendar button to select a specific starting day, month, year, and time. The default is the current date at one second past midnight. End Date and Time Use the Calendar button to select a specific ending day, month, year, and time. The default is the current date at one second before midnight /8/2014

153 Order By You may set the order of the report by Date, Agent or Manager. Output This section contains the report s output criteria. Only one may be selected. Choices are: Screen/Print Select this option for the report output to be displayed on your screen. From here, you can print from your browser. CSV Download Select this option for the report to be created as a Comma Separated Value (CSV) file. This file can then be used to download into other applications (i.e. Microsoft Excel). If this option is selected, enter the filename to be created. Run Report button Click to generate the report. The screen will refresh once the report is complete. If CSV Download is selected as the Output method, another screen will be displayed with a downloadable hyperlink. Sample Format 153 1/8/2014

154 Sales Verification Report This program is used to generate a Sales Verification report for a specific campaign. The sales verification report outlines your sales with the associations of openers and closers on the sale. Sales VerificationReport This section contains the criteria for the report. Campaign Use the dropdown to select the campaign on which you wish to report. This is a required field. Start Date and Time Use the Calendar button to select a specific starting day, month, year, and time. The default is the current date at one second past midnight. End Date and Time Use the Calendar button to select a specific starting day, month, year, and time. The default is the current date at one second before midnight. Type Select the mode for the report. Only one may be selected. Choices are: 154 1/8/2014

155 Summary. The summarized version of the report will be generated. Detail. The detailed version of the report will be generated. Output This section contains the report s output criteria. Only one may be selected. Choices are: Screen/Print Select this option for the report output to be displayed on your screen. From here, you can print from your browser. CSV Download Select this option for the report to be created as a Comma Separated Value (CSV) file. This file can then be used to download into other applications (i.e. Microsoft Excel). If this option is selected, enter the filename to be created. Get Sales Verification Report button Click to generate the report. The screen will refresh once the report is complete. If CSV Download is selected as the Output method, another screen will be displayed with a downloadable hyperlink. Sample Format 155 1/8/2014

156 Abandon/ANI Report The Abandon/ANI report will provide you with a list of calls which dropped out (abandoned) the queue on a specific inbound DID, or a detailed list of callers on a certain ANI. Abandon/ANI Activity Report This section contains the criteria for the report. DID Select the DID you would like to report on. Type Select whether the report desired is an ANI report (listing of all calls for a DID), or an abandon report (list of all calls that dropped from the queue). Start Date and Time Use the Calendar button to select a specific starting day, month, year, and time. The default is the current date at one second past midnight. End Date and Time Use the Calendar button to select a specific ending day, month, year, and time. The default is the current date at one second before midnight /8/2014

157 Output This section contains the report s output criteria. Only one may be selected. Choices are: Screen/Print Select this option for the report output to be displayed on your screen. From here, you can print from your browser. CSV Download Select this option for the report to be created as a Comma Separated Value (CSV) file. This file can then be used to download into other applications (i.e. Microsoft Excel). If this option is selected, enter the filename to be created. Run Report button Click to generate the report. The screen will refresh once the report is complete. If CSV Download is selected as the Output method, another screen will be displayed with a downloadable hyperlink. Sample Format 157 1/8/2014

158 158 1/8/2014

159 ACD Agent The ACD Agent report is simply a list of all the users assigned to an inbound profile ACD group. User Listing This section contains the criteria for the report. Profile Select the inbound profile you wish to report on. Output This section contains the report s output criteria. Only one may be selected. Choices are: Screen/Print Select this option for the report output to be displayed on your screen. From here, you can print from your browser. CSV Download Select this option for the report to be created as a Comma Separated Value (CSV) file. This file can then be used to download into other applications (i.e. Microsoft Excel). If this option is selected, enter the filename to be created /8/2014

160 Run Report button Click to generate the report. The screen will refresh once the report is complete. If CSV Download is selected as the Output method, another screen will be displayed with a downloadable hyperlink. Sample Format 160 1/8/2014

161 ACD Report The ACD report lists the Automatic Call Distribution activity, sorted by ACD Queue / date / time / in increments set forth by the Frequency. Data is gathered from the Ximo CDR table. The output is in Portrait layout. Inbound ACD Report This section contains the criteria for the report. Campaigns Use the dropdown to select the campaign on which you wish to report. Alternatively, leave this field blank to report on all campaigns. Profiles Use the dropdown to select the profile on which you wish to report. Alternatively, leave this field blank to report on all profiles. Note: If you have not purchased the Call Center module, the Campaigns and Profiles fields will not be displayed. They will be replaced with the ACD Queue field. Start Date and Time Use the Calendar button to select a specific starting day, month, year, and time. The default is the current date at one second past midnight. End Date and Time Use the Calendar button to select a specific ending day, month, year, and time. The default is the current date at one second before midnight /8/2014

162 Frequency Use the dropdown to select the frequency increments at which to report. The choices range from 5 minutes to 60 minutes. The default is 60 minutes. Output This section contains the report s output criteria. Only one may be selected. Choices are: Screen/Print Select this option for the report output to be displayed on your screen. From here, you can print from your browser. CSV Download Select this option for the report to be created as a Comma Separated Value (CSV) file. This file can then be used to download into other applications (i.e. Microsoft Excel). If this option is selected, enter the filename to be created. Run Report button Click to generate the report. The screen will refresh once the report is complete. If CSV Download is selected as the Output method, another screen will be displayed with a downloadable hyperlink /8/2014

163 Sample Format 163 1/8/2014

164 Billing Report This report lists the billing information and is similar to a telephone bill. A summary report will show you total minutes and cost of service. As well, a link is provided with the detailed CDR billing records for the period selected. Billing Report This section contains the criteria for the report. Dates Select the year and month for which you would like to generate a billing report. Output This section contains the report s output criteria. Only one may be selected. Choices are: Screen/Print Select this option for the report output to be displayed on your screen. From here, you can print from your browser. CSV Download Select this option for the report to be created as a Comma Separated Value (CSV) file. This file can then be used to download into other applications (i.e. Microsoft Excel). If this option is selected, enter the filename to be created /8/2014

165 Create Report button Click to generate the report. The screen will refresh once the report is complete. If CSV Download is selected as the Output method, another screen will be displayed with a downloadable hyperlink. Sample Format The top section is both the Summary and Detail versions. The bottom section is only printed for the Detail version of the report /8/2014

166 CDR Reporting The CDR report lists the Call Detail Records. Data is gathered from the system CDR table. The output is in Portrait layout. CDR Reporting This section contains the criteria for the report. Campaign Use the dropdown to select the campaign on which you wish to report. Alternatively, leave this field blank to report on all campaigns. Start Date Use the Calendar button to select a specific starting day, month, year, and time. The default is the current date at one second past midnight. End Date Use the Calendar button to select a specific ending day, month, year, and time. The default is the current date at one second before midnight. Sort By Select the sorting method for the report. Only one can be selected. The choices are: Date/time. The report will be sorted chronologically. User/Extension. The report will be sorted by user name or extension number /8/2014

167 Number. The report will be sorted by the dialed number. Duration. The report will be sorted by the length of the call. Campaign. The report will be sorted by campaign name. Output This section contains the report s output criteria. Only one may be selected. Choices are: Screen/Print Select this option for the report output to be displayed on your screen. From here, you can print from your browser. CSV Download Select this option for the report to be created as a Comma Separated Value (CSV) file. This file can then be used to download into other applications (i.e. Microsoft Excel). If this option is selected, enter the filename to be created. CDR Reporting button Click to generate the report. The screen will refresh once the report is complete. If CSV Download is selected as the Output method, another screen will be displayed with a downloadable hyperlink. Sample Format 167 1/8/2014

168 Navigation Report The Navigation report is intended to be used by supervisors to track specific or all actions performed by other users in the XVP application. Navigation Report This section contains the criteria for the report. Actions Use the dropdown to select the type of action. Alternatively, leave this field blank to report on all users. Users Use the dropdown to select the user on which you wish to report on. Alternatively, leave this field blank to report on all users. Start Date and Time Use the Calendar button to select a specific starting day, month, year, and time. The default is the current date at one second past midnight. End Date and Time Use the Calendar button to select a specific ending day, month, year, and time. The default is the current date at one second before midnight /8/2014

169 Output This section contains the report s output criteria. Only one may be selected. Choices are: Screen/Print Select this option for the report output to be displayed on your screen. From here, you can print from your browser. CSV Download Select this option for the report to be created as a Comma Separated Value (CSV) file. This file can then be used to download into other applications (i.e. Microsoft Excel). If this option is selected, enter the filename to be created. Run Report button Click to generate the report. The screen will refresh once the report is complete. If CSV Download is selected as the Output method, another screen will be displayed with a downloadable hyperlink. Sample Format 169 1/8/2014

170 Statistical Reporting This report lists the user activity on the system. User Activity Report This section is used to specify the criteria for the report. Extensions Extensions Use the dropdown to select the extension on which you want to report. Alternatively, leave this field blank to report on all extensions. Start Date Use the Calendar button to select a specific starting day, month, year, and time. The default is the current date at one second past midnight. End Date Use the Calendar button to select a specific ending day, month, year, and time. The default is the current date at one second before midnight. Output This section contains the report s output criteria. Only one may be selected. Choices are: Screen/Print Select this option for the report output to be displayed on your screen. From here, you can print from your browser /8/2014

171 CSV Download Select this option for the report to be created as a Comma Separated Value (CSV) file. This file can then be used to download into other applications (i.e. Microsoft Excel). If this option is selected, enter the filename to be created. Run Report button Click to generate the report. The screen will refresh once the report is complete. If CSV Download is selected as the Output method, another screen will be displayed with a downloadable hyperlink. Sample Format 171 1/8/2014

172 User Listing The User Listing is simply a list of all the User Accounts / Devices that were created, and their associated extension number. User Listing This section contains the criteria for the report. Type Select whether the report is to be run in Summary mode or Details mode. The detail report will list which profiles are assigned to each user. Sort Use the dropdown to select how the report is to be sorted. Options are Name or Extension. Output This section contains the report s output criteria. Only one may be selected. Choices are: Screen/Print Select this option for the report output to be displayed on your screen. From here, you can print from your browser. CSV Download Select this option for the report to be created as a Comma Separated Value (CSV) file. This file can then be used to download into other 172 1/8/2014

173 applications (i.e. Microsoft Excel). If this option is selected, enter the filename to be created. Run Report button Click to generate the report. The screen will refresh once the report is complete. If CSV Download is selected as the Output method, another screen will be displayed with a downloadable hyperlink. Sample Format 173 1/8/2014

174 174 1/8/2014

175 Resource Center This module is used to modify your own profile and view the company blog. It features the following functions: User Profile Company Blog Download Center Note: No matter what Group the User belongs to, regardless of the permissions defined for the Group, they will have access to this module /8/2014

176 User Profile This program is used for you to be able to see your own profile. You can also update your information using this program. Note: The data that is displayed pertains to the profile under which you are currently logged in. Login Your login name is displayed. This is the name you use to sign onto the system. Your User Login and Password are also used in the configuration of your SIP softphone. Caution: You should not change your login name. Your login name is associated to your SIP phone and Group permissions. These permissions will no longer be in effect if you change the login name. Password Your password is displayed. This field is encrypted so that it does not display on the screen. First Name Your first name is displayed. Last Name Your family name is displayed. Title Your title is displayed. Your address is displayed /8/2014

177 Notes Any previous notes, if applicable, are displayed. Voice Mail Password Your voic password is displayed. This is the password that you will use to retrieve your voice mail messages. Forward my voic s to my Select this option if voic messages are to be forwarded to your e- mail. Ensure that your address has been specified in the field. Update Current Record button Click to save your changes /8/2014

178 Company Blog This program allows users to create, edit, and delete blogs. The term blog is short for weblog. A weblog is much like a journal or newsletter that is frequently updated. It is to be used by the company administrators to relay information to its users, irrespective of where they are physically located. Upon clicking the module name, the blog is displayed. The most recent entry appears on top. The blog name and content are listed, as well as the date and time of the entry and the user name of the person who updated it. Blogs button Click to enter the blog maintenance program. This icon only appears if you have Administrator permissions. Otherwise, users will only be able to view; not maintain /8/2014

179 Blog Maintenance This program is used to maintain your blog entries. Blog Name Enter the title of your blog entry. Active Enter the text/content of your blog entry. Clear/New button Click to clear the text on the screen. Changes will not be saved. Update Current Record button Click to save your changes. Delete Current Record button Click to delete the record that is currently displayed. You will be prompted ( Do you really want to delete the selected record? ) to confirm deletion before the record is truly removed /8/2014

180 Quick Search The Quick Search tool is an easy way to display or delete a record. Title Click on any title in the list for that record to be displayed. You can then view or modify the record. Tip: Click on the Heading to sort the records in the list. Delete Checked button To delete one or several items in the list, select them by clicking in the checkbox to the right of the item. Then press this Delete Checked button. You will be prompted ( Do you really want to delete the selected records? ) to confirm deletion before the record is truly removed /8/2014

181 Download Center This screen provides links for downloads. Counter Path CounterPath's X-Lite SIP softphone application supports open standards for VoIP. Click on the appropriate operating system logo to download. SJ Labs SJ Labs offers you a softphone perfect for small and medium sized tenants. Click on the appropriate operating system logo to download. WavePad WavePad audio editing software is a sound editor program for Windows. This audio editing software lets you make and edit voice and other audio recordings. Agent User Screen This program allows a user to make inbound/outbound calls using predefined campaign scripts. Click on the appropriate operating system logo to download. The program is self-installable and the program will be installed in a folder with the Host s name under the Program Files folder. You will have the option of having it create a Desktop icon for easy access. See the User Screen section below for more information. Quick Start Guide The Quick Start Guide can be viewed and saved from here, in Adobe Reader s PDF format /8/2014