Startel CMC Administrative Controls

Transcription

1 Startel CMC Administrative Controls User s Guide

2 While every attempt is made to ensure both accuracy and completeness of information included in this document, errors can occur, and updates or improvements may be implemented without notice. For these reasons, Startel cannot accept responsibility for the complete accuracy of this data. Microsoft, Windows, Windows 7, Windows XP Professional, Windows 2008 Server, SQL Server 2008, Microsoft Internet Information Services (IIS) are copyrights, trademarks, or registered trademarks of Microsoft Corporation. All other brand and product names are trademarks or registered trademarks of their respective holders. Part Number: This manual reflects Administrative Controls version Copyright 2013 by Startel Corporation The information contained herein is proprietary to, and considered a trade secret of, Startel Corporation, and shall not be reproduced, transmitted, transcribed, or stored in any retrieval system in any form or by any means, electronic, mechanical, magnetic, optical, chemical, manual, or otherwise, without the express written permission of Startel Corporation, 16 Goodyear, Bldg. B # 125, Irvine, California 92618, U.S.A. Revision Date: December 11, 2013

3 Contents Startel CMC Administrative Controls... 5 Minimum Hardware Requirements... 6 Installing the Software... 6 Installing for the First Time... 7 Updating an Existing Installation... 8 Adding Program Shortcuts to the Windows Desktop... 9 Anti-Virus Software... 9 Establishing a Connection to the Startel Database Automatic Backups Launching the Administrative Controls Program The Administrative Controls Home Page The Startel Administrative Controls Toolbar Accessing On-Line Documents Administrative Controls Plug-ins Available Plug-Ins The Startel License File Updating the Startel License File License Options Summary Appendix A: Using Anti-Virus Software in a Startel System Index

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5 Startel CMC Administrative Controls This document shows you how to get started using the Administrative Controls (AC) software, and gives summary information on the plug-ins and features that comprise the system. Sections include: Minimum Hardware Requirements (page 6) This section describes the minimum hardware requirements for installing and using Startel CMC Administrative Controls. Installing the Software (page 6) This section provides step-by-step instructions for installing the AC software. Establishing a Connection to the Startel Database (page 10) This section shows you how to establish a connection between the AC software and the Startel database. Launching the Administrative Controls Program (page 15) This section shows you how to launch and log in to the AC program. The Administrative Controls Home Page (page 16) This section describes the AC Home page that serves as a launching point for all of plug-ins that manage and maintain your Startel call center. Administrative Controls Plug-ins (page 20) This section provides summary information on each of the Administrative Controls plug-ins. The Startel License File (page 29) This section shows you how to update the Startel License file, and provides summary descriptions of each of the features that can be licensed in a Startel system. Appendix A: Using Anti-Virus Software in a Startel System (page 43) This section gives recommendations for Startel folders that are best excluded from scanning by Anti-Virus software. 5

6 MINIMUM HARDWARE REQUIREMENTS Before installing Startel CMC Administrative Controls, please make sure that your system meets the following minimum hardware requirements. 1 gigahertz (GHz) or faster processor Minimum 2 GB RAM Minimum 40 GB available hard disk space DirectX 10 or higher compatible graphics device Internet access (if system will utilize optional features requiring connection to the Internet) For software requirements, please refer to the latest Startel Release Notes. INSTALLING THE SOFTWARE When you purchase a Startel system, Startel technicians perform an initial install of all CMC system software. Once this initial installation is complete, you will be able to install the Administrative Controls and Agent Interface applications on each PC that will be used by an agent or administrator to access the system. (Both programs are not needed for basic agent stations.) To install Startel software on the PC for the first time, follow the instructions on page 7. To update an existing Startel installation, follow the instructions that begin on page 8. NOTE: If you re updating, make sure to follow the instructions on page 8. If you do not, workstation settings will be lost. 6

7 Installing for the First Time Note to Administrator: The CMC Transaction Processor needs to be able to update the Agent Workstation Clock so that all workstations are time synchronized. To facilitate this process, it is important to make sure that the Windows User Login associated with each workstation has Security Rights that allow the implementation of time updates. To install the Startel CMC Administrative Controls and Agent Interface software on a PC for the first time, you simply need to copy and paste two folders that you will find in a shared folder of the server typically named CMC-A. This shared folder is called CMC Share. Follow these steps: 1 Log onto the PC workstation as a user with Administrative privileges. 2 Map a network drive to the CMC Share folder on the CMC-A server. Mapping the Network Drive To map a network drive, right-click the My Computer icon (generally located on the Windows desktop), then select Map Network Drive from the shortcut menu to open the Map Network Drive dialog box. In this dialog box, the Drive field is filled in by default with the first available drive. You can leave this as is, or select another drive if you prefer. In the Folder field, type \\CMC-A\CMC Share. Then clear the Reconnect at Logon checkbox and click Finish. After you map the network drive, the contents of the CMC Share folder will be displayed. 3 In the CMC Share folder, select the two program folders called Startel Administrative Controls and Startel Agent Interface. 4 Copy the folders. 5 Minimize any open Microsoft windows. 6 Navigate to the C: drive (or other preferred drive) and paste the folders. 7 Follow the instructions on page 9 to create program shortcuts on the Windows desktop. 7

8 Updating an Existing Installation Follow these steps: 1 Log onto the PC workstation as an Administrator. 2 If necessary, map a network drive to the CMC Share folder on the CMC-A server. Mapping the Network Drive To map a network drive, right-click the My Computer icon (generally located on the Windows desktop), then select Map Network Drive from the shortcut menu to open the Map Network Drive dialog box. In this dialog box, the Drive field is filled in by default with the first available drive. You can leave this as is, or select another drive if you prefer. In the Folder field, type: \\CMC-A\CMC Share. Then clear the Reconnect at Logon checkbox and click the Finish button. Important: De-selecting the sai.ini file and Log folder prevents the loss of keyboard and position settings and other important information. After you map the network drive, the contents of the CMC Share folder will be displayed. 3 Open the program folder titled Startel Administrative Controls. 4 Type Ctrl-A to select the complete contents of the Startel Administrative Controls folder. 5 While holding down the Ctrl key, click on the sac.ini file (if it exists), the dict folder, and the Log folder to DE-SELECT these items. IMPORTANT: Excluding the sac.ini file, the dict folder, and the Log folder from the Copy/Paste operation that follows is necessary for maintaining workstation settings and historical information. 6 Copy the selected items by typing Ctrl-C. 7 Minimize any open Microsoft windows. 8 Open the Startel Administrative Controls folder for the previous installation of the software (typically on the C: drive). 9 Give the Paste command (type Ctrl-V). 10 Open the folder in the CMC Share folder called Startel Agent Interface. 11 Type Ctrl-A to select the complete contents of the Startel Agent Interface folder. 12 While holding down the Ctrl key, click on the sai.ini file, the dict folder, and the Log folder to DE-SELECT the sai.ini file, the dict folder, and Log folder. 13 Copy the selected items by typing Ctrl-C (or opening the Microsoft Edit menu and selecting the Copy command). 8

9 14 Open the Startel Agent Interface folder for the previous installation of the software (typically on the C: drive). 15 Give the Paste command (type Ctrl-V). NOTE: Users who are updating software, and not installing for the first time, do NOT need to follow instructions for adding program shortcuts or connecting to the Startel database. The shortcuts and database connection from the previous installation remain intact. Adding Program Shortcuts to the Windows Desktop After you install the Administrative Controls and Agent Interface folders on a PC, program shortcuts will need to be created manually and added to the Windows desktop. Follow these steps to add program shortcuts to the Windows desktop: 1 Open the Administrative Controls folder. 2 Right click on the file named sac.exe. 3 Select Send to > Desktop from the pop-up menu. 4 Open the Agent Interface folder. 5 Right click on the file named sai.exe. 6 Select Send to > Desktop from the pop-up menu. The Windows desktop now has two shortcuts that look like the following: 7 Right-click on each of these shortcuts, then use the pop-up menu s Rename option to rename the shortcuts to read Startel Admin Controls xx.x and Startel Agent Interface xx.x, where xx.x is the software version number (for example, 12.0). Anti-Virus Software While Startel does not recommend any specific anti-virus software, Startel has tested Norton s Corporate Edition anti-virus software and found no significant impact on system performance when running a CMC system on a PC that meets Startel s recommended Minimum System Requirements. However, for optimum performance and data integrity, it s recommended that some system folders be excluded from virus scans. For the list of folders that are recommended for exclusion from virus scans, see Appendix A (page 43). 9

10 If a connection to the Startel database has already been set up, you will be able to select STLNTDB from the Database field of the AC or AI Login screen. ESTABLISHING A CONNECTION TO THE STARTEL DATABASE Before you can start using Startel CMC Administrative Controls (AC) or Startel Agent Interface (AI), you need to establish a connection between the AC/AI software and the Startel database. (You will not need to perform this procedure if you are updating, and the connection is already established). Follow these steps to set up the connection: 1 Do ONE of the following: If you have a 32-Bit PC: Open the Windows Control Panel, then open the Administrative Tools folder and double-click on the Data Source (ODBC) icon. If you have a 64-Bit PC: Follow this path to find and run obdcad32.exe. 2 When the ODBC Data Source Administrator dialog box appears, click on the System DSN tab. 10

11 The OBDC Data Source Administrator dialog box is now displayed: 3 Click Add to open the Create New Data Source dialog box. 11

12 4 Scroll down the displayed list and select SQL Server, then click Finish. The first screen of a wizard is now displayed. This wizard helps you to create an ODBC data source that you can use to connect to the SQL server. For Remote PC If you are configuring a connection for a PC at a remote location, enter the external IP address of the firewall in the Server field. 5 Type STLNTDB in the Name and Description fields. (The Description field is optional.) 6 Select the server containing the Startel SQL database from the Server dropdown list. (Or, if you are configuring a connection for a PC at a remote location, enter the external IP address of the firewall in the Server field.) 7 Click Next to move on to the next screen, which looks like the following: 12

13 The password is defined in the SQL server. If you don t know the password, consult your System Administrator or contact Startel Technical Support. 8 Select the option labeled With SQL Server Authentication. This enables the Login ID and Password fields at the bottom of the screen. 9 Type startelopr in the Login ID field. 10 Type the appropriate password (for startelopr) in the Password field. (See margin note.) 11 Click. The Edit Network Library Configuration dialog box is displayed. This dialog box may or may not be correctly configured by default. This dialog box is slightly different in different versions of Windows. Refer to Microsoft documentation on ODBC set up if you have any questions on the dialog box that appears in your system. 12 Make sure that TCP/IP is selected in this dialog box, and that the Startel SQL server name is entered in both the Server alias and Computer Name fields. 13 If necessary, change the default port number to the port number defined in your SQL server. 14 Click OK to close the dialog box and return to the previously displayed wizard screen. Then click Next to display the next wizard screen. 15 Click Next to accept default settings in the displayed screen and move on to the final screen. 16 Click Finish. An ODBC Microsoft SQL Server Setup dialog box is displayed. 17 Click Test Data Source in this dialog box to see if the connection to the SQL database has been correctly established. If the connection is good, you ll see a Test Results dialog box with a message stating that the test was successful. 13

14 18 Click OK. NOTE: If you are unable to successfully establish a connection, contact Startel Technical Support for assistance. The ODBC Data Source Administrator dialog box is now displayed, and the database connection you just created is listed in the System Data Sources area. 19 Click OK to complete the procedure. Automatic Backups In a Startel CMC system, the active Startel SQL database (STLNTDB) is automatically backed up in the morning. Typically, backups begin between 1:00 AM and 3:00 AM, depending upon the time determined to be appropriate for your system. Backup Startel applications and databases are normally stored in the Transaction Processor server at the following locations: Startel Applications Backup: D:\cmc\ (The Soft Switch is also backed up here.) SQL Backup: D:\mssql\backup\ (or similarly named path). To further safeguard your important data, Startel strongly recommends that you backup the data stored at both of the above locations to removable media, and to another network storage location. 14

15 If you have not created a shortcut to sac.exe, you can launch the program by double-clicking the sac.exe file in the Administrative Controls folder. LAUNCHING THE ADMINISTRATIVE CONTROLS PROGRAM When you ve installed Startel CMC Administrative Controls (AC) on your computer, created a desktop shortcut, and established a connection to the Startel database, you can launch the AC program simply by double-clicking the shortcut. Follow these steps to launch and log in to Startel Administrative Controls: 1 Click the shortcut on the Windows desktop. The Startel Administrative Controls Login screen is displayed. 2 In the Login screen, enter a valid Agent ID and Password. (If you have not been given an Agent ID and Password, talk to a System Administrator.) 3 Select the STLNTDB database from the DSN drop-down menu. NOTE: If STLNTDB does not appear in the Database field, or in the Database drop-down list, follow the instructions on page 10 to establish an ODBC connection to the STLNTDB database. Then try logging in again. 4 Make sure that the Connect to the Database checkbox is checked. 5 When the Login screen is filled in correctly, click OK to display the Administrative Controls (AC) Home page. 15

16 THE ADMINISTRATIVE CONTROLS HOME PAGE When you have successfully logged in to Startel Administrative Controls, the AC Home page is displayed. This page which contains all the different plug-ins that are used to manage and maintain your Startel call center is a major control panel for your Startel system. Notice the Menu bar and AC toolbar at the top of the Home page. These are standard across all the AC plug-ins. Commands on the Menu bar are Windowsstyle commands that perform functions based on Windows standards. The toolbar is described on page 17. NOTE: If you open the AC Home page and all the plug-ins are grayed out, Connect to the Database is probably not checked in the Login screen. 16

17 The Startel Administrative Controls Toolbar The Startel AC toolbar appears in the Administrative Controls Home page and in all of the AC plug-ins. You use features on this toolbar to perform tasks like adding, editing, and copying items, displaying the AC Home page, returning to the previous page, and displaying software version information. Toolbar buttons function as described in the following table: Feature Function If a feature on the AC toolbar is disabled, it means either that the function is not currently applicable, or that your Agent profile does not provide access rights for the function. Back Home New Open Goes back to the previous page. Displays the Administrative Controls Home page. In the Macros plug-in, and in the Client Maintenance plug-in s Macros element, opens a macro file for an import operation. In the Macros plug-in, and in the Client Maintenance plug-in s Macros element, initiates a macro export operation. Save Saves changes made in the open plug-in. Print Opens the Print dialog box. Cut Cuts selected text. Copy Copies selected text. 17

18 Feature Paste Function Pastes text that has been cut or copied. Checks spelling in the field containing the cursor. Check Spelling Adds a new entry to the open plug-in. Add Edit Opens a selected entry for editing in the open plug-in. Remove Removes a selected entry from the open plug-in Copy Opens the Copy wizard, or a duplicate of the selected entry for editing of the copied item in the open plug-in. About Displays Startel Administrative Controls version information. 18

19 ONE-TIME SETUP: If Startel document files are not immediately accessible when you attempt to access them, you may need to perform this one-time setup: 1) Copy the Help folder located in the CMC Shared folder of the Transaction Processor server to the workstation folder containing the AC Software. 2) Open the AC Help menu and select OnLine Documentation. Then click the Browse button at the bottom of the displayed window. 3) In the Browse window that displays, navigate to the Help folder. Then click OK. Accessing On-Line Documents To access User s Guides for Administrative Controls plug-ins, simply open the Help menu above the Administrative Controls toolbar and select the Online Documentation option. This opens a window from which you can select from a list of documents similar to the following: To open a document in this list, simply double-click on it. NOTE: If you make this folder a shared access point on your network, it will be easy to add new and updated files including any of your own PDF documents that you would like to make available to agents. 19

20 ADMINISTRATIVE CONTROLS PLUG-INS In Startel Administrative Controls, you use a variety of independent applications called plug-ins to configure and maintain your Startel call center. Each plug-in performs a separate function in the Startel system. Plug-ins are represented and launched using shortcuts in the AC Home page. To launch a plug-in, simply double-click the appropriate shortcut. In this sample Home page, all of the plug-in shortcuts are enabled, indicating that all of the plug-ins are accessible. When a plug-in is not accessible, its shortcut will be grayed out. The plug-ins that are enabled in your AC Home page will depend on which have been licensed for your site, and the Access Rights associated with your Agent login. (Agent profiles can be set up to have differing access to plug-ins.) NOTE: If you re interested in licensing a disabled plug-in, or receiving information on any of the available plug-ins, contact the Startel Sales Group at Sales@Startel.com or by calling

21 Available Plug-Ins At the time of this writing, the following Startel CMC Administrative Controls plug-ins are available: Plug-in Access Control Description The Access Control plug-in is used to define and manage Access Groups, which control who can do what in the Startel system. The Startel system is pre-configured with an Administrator group and a User group. The Administrator group is set up with full access rights to all plug-ins, with the ability to add, edit, delete, and view. The User group is typically set up with view only privileges. Additional groups can be set up to assign differing levels of access to agents, dispatchers, and other administrative positions. Whenever an agent is added to the Startel Agent database, the agent is assigned to an Access Group that defines the agent s access rights in the Startel system. Actions The Actions plug-in is used to define system and client-specific Actions. Actions are programmed events that can be set up to provide reminders to agents, dispatch Messages and IntelliForms at scheduled times, run and dispatch reports, and perform other useful functions in a Startel system. Activity Log Affinity Groups The Activity Log plug-in is used to review the activities of selected agents during a given time period. The Affinity Groups plug-in is used to define Affinity Groups for your system. Affinity Groups typically correspond to Call Queues (or, in a system with a Digital Switch, Split Groups). When agents log into Agent Interface, their Affinity Group assignments are sent to the switch, which uses the information to determine the Call Queues (Splits) for which the agents will be available to answer calls. Affinity Groups also control agent access to client data in your system, ensuring that when an agent answers a call for a client, he/she has access to all the information needed to service the call. Both clients and agents are assigned to Affinity Groups. (Agents are assigned in the Agent Maintenance plug-in; clients are assigned in the Client Maintenance plug-in.) Clients can belong to only one Affinity Group. Agents can belong to any number of Affinity Groups. Note: If your system is set up to associate Call Queues with specific stations, agent Affinity Group assignments will not affect Queue/Split assignments. 21

22 Plug-in Agent Maintenance Description The Agent Maintenance plug-in is used to maintain the Agent database for your call center. Using this plug-in, you can add and remove agents, maintain agent settings, assign agents to Affinity Groups and Access Groups, enable agent call processing options, and display the current agent list. Archived Form Retrieval Billing Groups The Archived Form Retrieval plug-in is used to search for and retrieve archived Message Forms and IntelliForms. The Billing Groups plug-in is used to define Billing Groups for your system. Billing groups are sets of billing criteria that you use to determine how the statistical data captured by the Startel system should be compiled, counted, and manipulated for compatibility with the billing system that you use to charge your clients for services. Client Maintenance The Client Maintenance plug-in is the application that you will use to administer your Client database. This is where you add and maintain all the information that defines your client accounts. Using Client Maintenance, you enter client information, set up services and screen displays, enable optional features, define dispatch options, enter client instructions, and so on. Client Maintenance is one of the most important applications in the Startel system. See the latest version of the Client Maintenance Plug-in User s Guide for complete information on how to use it. CMC OnCall The CMC OnCall plug-in* is used to create and define the basic column structure of CMC OnCall schedules. OnCall schedules which are used for clients like doctors and repair persons who may or may not be on call at any given time display in Agent Interface screens to tell agents who is on call at the time a request for service is received. Note: OnCall schedules are assigned to clients in Client Maintenance. Specific schedule information (i.e., who is on call when) is added to OnCall schedules in Agent Interface. * This plug-in must be specially licensed. Credit Card Authorization The Credit Card Authorization plug-in* is used in CMC systems to set up communications with a third-party software program called PC Charge. You will need to use this plug-in if your call center intends to process credit card transactions and receive an authorization that the transaction was approved. * This plug-in must be specially licensed. 22

23 Plug-in Custom Reports Description The Custom Reports plug-in allows you to design customized Client Detail Reports, and Agent Detail Reports. Client Detail Reports let you examine calls line by line, with Column options (and Subtotal and Total options) designed to highlight Client call activity and statistics. Agent Detail Reports are similar to Client Detail Reports, but with options aimed at highlighting Agent activity and performance. Unlike the reports that you can generate using the Reports plug-in, Custom Reports contain only the columns and data that you choose. Reports can be displayed on screen, printed, and saved. They can also be auto-generated and sent out in s via Actions. Directories The Directories plug-in is used to create the framework for directories by defining directory columns and their attributes. Directories are used in Startel call centers to service extension accounts, look up client or caller information, and quickly import information into Message Forms and IntelliForms. Note: Directories are assigned to clients in Client Maintenance. Records are added to directories in Agent Interface. Resp. Service The Response Service plug-in* is used to configure the Response feature for your site. When the Response feature is configured for your site and enabled for clients in the Client Maintenance plug-in, clients are able to both initiate s, and respond to messages sent via . (Client s become Actions, which are retrieved and handled by agents in qualified Affinity Groups.) * This plug-in must be specially licensed. Service Event Log The Service plug-in* is used to set up the address and SMTP IP address for the service. When the Service plug-in is enabled and configured, agents can dispatch messages to clients from Agent Interface via . * This plug-in must be specially licensed. The Event Log plug-in allows you to view system generated log files. Log files are useful for gathering information on errors and other events that occur in your system. 23

24 Plug-in Fax Service Field Templates Description The Fax Service plug-in* is used to configure the channel settings and channel groups for the Fax service. When the Fax Service plug-in is enabled and configured, agents can dispatch messages to clients from Agent Interface via fax. * This plug-in must be specially licensed. The Field Templates plug-in allows you to design global templates for Ifs, Locates, and Mastercards. These templates can be selected in Client Maintenance as starting points for Ifs, Locates, and Mastercards created for individual clients. Group Dispatch The Group Dispatch plug-in allows you to define Group Dispatch lists that can be assigned to clients in Client Maintenance. When a Group Dispatch list is assigned to a client, an agent servicing that client can dispatch a message to multiple persons at once. Note: This plug-in requires your system to be licensed with Paging, , and/or Fax services if you intend to use these services. IntelliForm Templates The IntelliForm Templates plug-in* is used in CMC systems to create IntelliForm templates that can be used in Client Maintenance as starting points for client IntelliForms. * This plug-in must be specially licensed. IntelliSite Access Control The IntelliSite Access Control plug-in is used to define IntelliSite User credentials. IntelliSite User credentials give clients Internet access to features on the Startel IntelliSite, including Message Forms, IntelliForms, Directories, CMC OnCall Schedules, Reports, Members, TAA Schedules, and Logger Clips. IntelliSpeller The IntelliSpeller plug-in is used to configure the IntelliSpeller feature for your Startel system. With IntelliSpeller enabled for your system, you can have the system spell check text entered into Administrative Controls plug-ins, and text entered into Agent Interface by agents. 24

25 Plug-in License Description The License plug-in is used to update or review your Startel license file. This plug-in is always accessible without special licensing. The Startel license file (typically named Sitename.lic, where Sitename is a 12- character representation of your site name) determines which plug-ins are enabled for your call center. The license file also determines how many people can log in to Agent Interface and connect to the Transaction Processor at the same time. If you use Startel Instant Messaging, it also controls how many users can use that feature. See page 29 for details on how to update the License file, when necessary. Macros Manual Archiving The Macros plug-in is used to define macros that agents can use to perform multi-step procedures more quickly. The Manual Archiving plug-in allows you to customize the archiving of filed Ifs, Locates, Message Forms, and IntelliForms. It also contains a System Cleanup feature that lets you set up a system for truncating (deleting) old information such as log file items, system events, activity trace information, expired TAAs, and so on. Meet Me The Meet Me plug-in* allows sites that have licensed the Meet Me feature to configure Meet Me bridges for their call centers. The Meet Me feature is intended for clients or client account members who want to be notified and directly connected to callers when important phone calls are received. * This plug-in must be specially licensed. Member Maintenance Menu Templates Message Templates The Member Maintenance plug-in is an application for managing client account members. Members can also be managed in the Client Maintenance plug-in, but using Member Maintenance, you can quickly access multiple members all in one convenient location. The Menu Templates plug-in allows you to design menu templates that can be used in Client Maintenance to assign menus in Message Forms and IntelliForms. Templates can be used as is, or as a starting points for custom menus. The Message Templates plug-in is used to create Message Form templates that can be used in Client Maintenance. Templates can be used as is, or as starting points for creating custom Message Forms. 25

26 Plug-in OnCall Description The OnCall plug-in* is used to create and define the basic column structure of OnCall schedules. OnCall schedules which are used for clients like doctors and repair persons who may or may not be on call at any given time display in Agent Interface screens to tell agents who is on call at the time a request for service is received. IMPORTANT: There will be no further development of this plug-in, and it will be removed from AI at some point, so you should use the newer version of the application, CMC OnCall, for OnCall scheduling. See page 22 for more on CMC Oncall. Note: OnCall schedules are assigned to clients in Client Maintenance. Specific schedule information (i.e., who is on call when) is added to OnCall schedules in Agent Interface. * This plug-in must be specially licensed. Paging Service Reports SAM SMS Center The Paging Service plug-in* is used to specify the IP address, alpha paging terminals, and port settings for the Paging service. When the Paging Service plug-in is enabled and configured, agents can page clients from Agent Interface. * This feature must be specially licensed for CMC systems. The Reports plug-in allows you to display data from the Startel database in a large number of pre-designed reports. The SAM (Startel System Activity Monitor) plug-in is used to monitor switch activity and agent workstation activity on the Startel network. Note: This plug-in is compatible with Startel systems using a Digital Switch. Systems with a Soft Switch should use the Startel Dashboard application for system monitoring. The SMS Center plug-in* is used to configure your system s Short Message service to support the SMS Centers that your clients use to receive Short Messages, Numeric Short Messages, and Secure Messages. It can also be used to view and manage Secure Messaging devices that are configured in your system. When the SMS Center plug-in is enabled and configured (and the Short Message Service and Secure Messaging features are licensed for your system), agents can dispatch Short Messages and Numeric Short Messages to clients SMS enabled devices and Secure Messages to devices with the Startel Secure Messaging app installed. * This feature must be specially licensed and requires a monthly service contract. 26

27 Plug-in Special Functions Description The Special Functions plug-in is used to define the global list of Special Functions that can be used for clients. Note: Agents access available Special Functions by pressing the SPCL FUNCT key from the client s account in Agent Interface. Switch Config The Switch Config plug-in is used to apply changes to the configuration of the Startel Digital Switch. This plug-in should be used by an experienced system administrator only. Note: Systems that have a Startel Soft Switch use a web-based application for configuring the soft switch. This web portal is not accessed from the Administrative Controls Home page. System Settings The System Settings plug-in (formerly called Site Settings) is used to configure global settings for your Startel system. This plug-in is normally configured by a qualified Startel field technician when your system is installed. TAA The TAA plug-in is used to assign names and ID numbers to TAA schedules. TAA schedules are used to schedule Time Activated Alerts, which are reminders that pop up in Agent Interface at specific times. Note: TAA schedules are assigned to clients in Client Maintenance. Time Activated Alerts are added to TAA schedules in Agent Interface. * This feature must be specially licensed. Transaction Processor The Transaction Processor plug-in requires you to enter the IP Address and Port Number for the CMC system s Transaction Processor. When specifying this information, please note: The IP Address you enter should be the IP Address of the machine on which the Transaction Processor service resides. The Port Number should be greater than 7,010 and less than 9,999, and should NOT be any of the following: 7779, 8008, 8080, 8207, 8351,8473, 9595, 9753,9909 (as these ports are common default ports for other applications). 27

28 Plug-in Description User Definables The User Definables plug-in can be used to define Client, Affinity Group, and Account ranges. Once a range is defined in the User Definables plug-in, it can be selected as a Predefined Range in other plug-ins that have Client, Affinity Group, or Account Range parameters. (For example, the Reports plug-in allows you to specify a Predefined Client Range for reports.) NOTE: Most AC plug-ins are described in detail in their own separate documents. If you do not have a document describing a plug-in that you are using, or are interested in finding out about, please contact Startel Corporation and request one. 28

29 THE STARTEL LICENSE FILE License Before Startel CMC Administrative Controls can be used for the first time, and any time a new Startel License file is received from Startel Corporation, the Startel License file must be updated in the License plug-in. The Startel License file determines which AC plug-ins are enabled for your call center, and how many agents can use certain Startel features at the same time. When your system is initially installed, the License file is updated for you. When a new License file is generated for your site, a Startel Tech Support Engineer will contact you and update the License file on your system. Updating the Startel License File To update the Startel License file, you will need to use the Administrative Controls License plug-in on a PC that has network access to the directory where the file is located. Follow these steps to update the Startel License file: 1 Launch Startel Administrative Controls and double-click the shortcut in the AC Home page to open the License plug-in. The Startel license is now displayed in the License plug-in. 29

30 Items at the top of the list are CMC options. Items below are ACD (switch) options. Notice the icons on the left side of the screen. They are labeled Owner and Site. Selecting each of these icons displays a different part of the license. By default, Owner is selected. This part of the license displays information on the legal owner of the license. This information is hard wired by Startel. You cannot alter it. 2 Select Site on the left side of the screen to display the Site screen. This screen displays a list of licensable features with values describing whether (or how) they re active on your system. Refer to the gray box on the next page for details on how to interpret Values column values. See page 32 for summary information on each listed item. NOTE: The Expiration Date field for a listed item will only display a date if the feature is being licensed for a limited time on a trial basis. NOTE: You need to scroll down to see the complete list of items (and the Update button) in the Site screen. 30

31 Examining the Sample License If you examine the Site License screen, you ll notice that the features listed display different types of values in the Value column. The Runtime License Value The Runtime License value at the very top of the list shows you how many agents are licensed to connect to the Transaction Processor using Agent Interface simultaneously. This sample Site License displays a Runtime License value of 32. Dispatch Service Values The items relating to dispatch services (i.e, ing, faxing, etc.) either display a number, or a Yes or No value. When a number is shown, it represents the number of items purchased. (For example, this sample license indicates the purchase of 4 Fax channels.) When a Yes value is shown, this indicates that the item has been purchased, and is active. When a No value is shown, it means the item has not been purchased. Listed Feature Values The majority of available plug-ins are NOT listed in the Site License because they are automatically licensed in a CMC system. The items that are listed in the Site License are mostly standard features, not requiring special licensing, but they do need to be enabled by Startel in the Site License. If a feature is enabled, Yes appears in the Value column. If a feature is not enabled (or, in the case of an add-on feature, has not been purchased), No is displayed. 3 To update the Site License, click in either the Site screen or the Owner screen. (In the Site screen, you have to scroll all the way to the bottom of the screen.) A Windows file selection dialog box opens. 4 Locate and select the License file, which is typically named sitename.lic (where sitename is a 12-character representation of your site name.) The file is typically stored in the Administrative Controls folder, but it can reside in any folder on your network that is accessible by the AC application. 5 When you ve selected the License file, click Open. If you selected the correct file, Success is reported in a small pop-up box. 6 Click OK in the pop-up to display the updated Site License. 7 Check the updated Site License to make sure it s correct. If you don t know the details of your licensing agreement with Startel, or if you have any questions, contact Startel. 8 When you re ready to close the license, click (Home) on the AC toolbar to return to the AC Home page, or click to close Startel Administrative Controls. 31

32 License Options Summary Refer to the table that follows for summary information on each of the features listed in the License Plug-in Site License screen. For more information on each of the listed features, contact Startel. Option Name Runtime License OnCall Schedule Time Activated Alert Description Runtime License is the license that determines how many agents are able to connect to the Transaction Processor using Agent Interface simultaneously. This option shows a numeric value. A value of 32 would indicate that 32 agents are able to simultaneously connect to the Transaction Processor using Agent Interface. OnCall Schedule is a scheduling application that can be used for clients like doctors or repair persons who are sometimes on call. When a Startel OnCall Schedule is set up and enabled for a client, an OnCall Schedule window in the client s Agent Interface screen shows who is currently on call, and how to contact the person. This window can be configured to display automatically, or when the agent presses Alt-O. Note: There will be no further development of this plug-in, and it will be removed from AI at some point, so it s recommended that you use the newer version of the application, CMC OnCall, for OnCall scheduling. See page 22 and page 33 for more on CMC OnCall. Time Activated Alert is a scheduling application that can be used to cause special messages called time activated alerts (TAAs) to pop up in client screens during scheduled times when a client s account is accessed by an agent. TAAs can be set up to appear at a particular time of day, on certain days of the week, on specific dates, or all the time. 32

33 Option Name Credit Card Authorization CMC OnCall Schedule Appointment Scheduler IntelliSpeller Description Credit Card Authorization is a CMC Admin Controls plug-in that communicates with a third-party software program called PC Charge to allow credit card verification in appropriately designed IntelliForms. Note: If you license the Credit Card Authorization plug-in, you will need to purchase PC Charge separately. PC Charge is not provided by Startel. This option shows a Yes or No value Yes if the plug-in is CMC OnCall Schedule is a scheduling application that can be used for clients like doctors or repair persons who are sometimes on call. When a CMC OnCall Schedule is set up and enabled for a client, a CMC OnCall Schedule window appears in the client s Agent Interface screen to show who is currently on call, and how to contact the person. This window can be configured to display automatically, or when the agent presses Alt-C. Appointment Scheduler is a hosted service that integrates with the Startel CMC platform. Requiring no local installation, this web-based application can be used to schedule appointments from anywhere that has an Internet connection. The licensing/enabling of this feature allows Agent Interface to automatically log agents into the correct Appointment Scheduler schedule from a client s account. IntelliSpeller is a CMC Admin Controls plug-in that allows agents to spell check text that they have entered into Administrative Controls plug-ins, and text entered into Agent Interface. 33

34 Option Name IM Runtime License IntelliForm Intelligent Dispatch Description IM Runtime License is the license that determines how many persons are able to use the Startel Instant Messaging Service simultaneously. Startel Instant Messaging Service is an application that provides secure encrypted communications across a local-area network and the internet, allowing users from multiple locations to send messages and exchange files while connected to a single IM server. Startel Instant Messaging also provides the ability to monitor/record user desktop activity, set individual preferences, organize personal contacts, and view who is online, and their availability status. This option shows a numeric value. A value of 40 would indicate that 40 persons are able to use Instant Messaging at the same time. IntelliForm is a CMC feature that allows you to design flexible, multi-page forms that can be used as on-line order forms, registration forms, customer questionnaires, information sheets and so on. When you license this feature for a CMC system, the IntelliForms element in the Client Maintenance plug-in can be used to create customized client IntelliForms. In addition, an IntelliForm Templates plug-in is available for creating IntelliForm templates. Templates can be used for any client, as is, or used as a starting point for creating customized client-specific Intelliforms. The Intelligent Dispatch feature enables the Dispatch Scripts function, which automates Message or IntelliForm delivery in the form of a script that runs until the Message or IntelliForm is successfully dispatched and filed. 34

35 Option Name Signature Meet Me IntelliLocator Description Signature is an CMC feature that allows agents to, in effect, sign the IntelliForms they process or edit in Agent Interface. To use this feature, signature files must be created for agents and attached to their agent profiles (in the Agent Maintenance plug-in). A signature file is a black and white graphics file containing a 20 pt. hand-written signature that has been digitally scanned and saved as a.gif file. Once a signature file has been attached to an agent profile, the agent s signature automatically appears in any faxed or ed IntelliForm that the agent has handled providing that the Intelli- Form has been designed to support the Signature feature. Meet Me is a feature that is useful for clients who want to be notified and directly connected to calls when important phone calls are received. Meet Me works like this: If an agent answers a call that is appropriate for the Meet Me feature, the agent presses the MEET ME key to place the caller on a Meet Me bridge. The agent then makes an overhead page announcement or sends a page, alpha page, or to the called party with the phone number of the bridge on which the caller is holding. The called party now has a set time period in which to call the Meet Me bridge number and be immediately connected to the caller. If the called party does not respond within a set time period, the caller is reconnected to an available agent. Note: If you license this feature, you will also need to license the Meet Me Page feature described on page 39. IntelliLocator is a feature that utilizes an IntelliLocator directory, the Startel Zip directory, and other special Startel features to quickly locate addresses closest to a caller s zip code or Canadian postal code. This feature is especially useful for referral services. 35

36 Option Name Paging Service Page Port Fax Service Fax Channel Service Description Paging Service is a feature that allows your call center to send both digital pages and alpha pages to clients and client members. When you license this feature, the Paging Service plug-in becomes enabled in the Administrative Controls Home page. Configuring this plug-in enables the Startel Paging Dispatch Service for your CMC system. Notes: To support direct paging, your system must have available COM ports. If your system does not, contact Startel for assistance. This feature is necessary for supporting all types of paging, including paging initiated by Intelligent Dispatch. Page Port specifies the number of ports that are licensed and available for paging in your system. Fax Service is a feature that allows your call center to fax Message Forms and IntelliForms to clients and client members. When you license this feature, the Fax Service plug-in becomes enabled in the Administrative Controls Home page. Configuring this plug-in enables the Startel Fax Dispatch Service for your CMC system. Fax Channel specifies the number of fax channels that are available and enabled for faxing in your system. Service is a feature that allows your call center to Message Forms and IntelliForms to clients and client members. When you license this feature, the Service plug-in becomes enabled in the Administrative Controls Home page. Configuring this plug-in enables the Startel Dispatch Service for your CMC system. 36

37 Option Name Response Short Message Service SAM CTI Service Description Response is a CMC feature that allows you to integrate two-way communications into your Startel system. With this feature installed and configured for your call center, selected clients are able to both respond to messages sent via e- mail, and initiate s to their client accounts. Client s become Response Actions, which are retrieved and handled by agents in qualified Affinity Groups. Short Message Service is a CMC feature that allows your call center to send short messages, numeric short messages, and secure messages to clients with SMS and Numeric SMS-enabled devices. When you license this feature, the SMS Center plug-in becomes enabled in the Administrative Controls Home page. This plug-in is used to configure the Short Message service to support the SMS Centers associated with client devices. It can also be used to configure settings associated with Secure Messaging, if you have licensed the Secure Messaging feature for your system. Note: This feature requires a monthly service contract. SAM which stands for Switch Activity Monitor is a feature that enables your call center to monitor switch activity and agent workstation activity on your Startel network. Using SAM, you can quickly determine things like the average length of time callers are kept on Hold, the number of new calls received during a given period, how many callers are currently on Hold, how many are speaking with an agent, and how different groups of agents compare. In short, you can use SAM to study all the activity on your Startel workstations in real time. When you license this feature, the SAM plug-in becomes enabled in the Administrative Controls Home page. This plug-in allows you to customize monitoring parameters to fit your site s specific needs and concerns. This feature is automatically licensed in CMC systems, and therefore always shows a Yes value. Note: This application is supported by both the Startel Digital Switch and the Soft Switch. However, some features are not supported by the Soft Switch. CTI Service licenses your system to use a CTI integration. 37