MyCalls Release 4. Requirements. Loopback Enhancement

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1 Requirements MyCalls can be used on new installations of MyCalls and existing installations can be upgraded to version 4 MyCalls v4 requires SV8100 R9 software or above Loopback Enhancement The enhancement is available in all versions of MyCalls Loopbacks are often used to give greater flexibility to call routing and reporting Prior to R4, calls to loopbacks would show in the call records as two separate calls Below is an example of a call that arrived on Real ISDN trunk 1 that passes through a loopback and is finally answered by extension 200 on loopback trunk 31: o Both calls are displayed in the call records view but there is no way of knowing the two calls are related o If you have call recording and lookup extension 200, there is no call recording associated with that call It s now possible to tag the two calls together - the SMDR output marks virtual loopback calls and this triggers MyCalls to match the loopback call to the real trunk the call originated on The calls now show in the call records view as Inc Tfr - if you click the + icon to see the different legs of the call The expanded view of the call records shows the call on the loopback trunk and the real trunk If call recording is being used, the speaker icon is available against both call records If call recording isn't being used the calls are still tagged together in the call records view The only limitation in using this feature is that if loopbacks are dialled internally and they don t have a real trunk associated with it then the call won t be displayed in MyCalls If there is a requirement to report against these types of calls then PRG command can be disabled - this prevents virtual loopback calls from being tagged and will be process as normal

2 Configurable Real Time Statistics Reset Available in MyCalls Call Manager and MyCalls Call Centre Prior to R4 Real Time Windows would collate information throughout the day and reset back to zero at midnight MyCalls R4 now allows the Real Time Windows to be restarted back to zero at 3 different times over a 24 hour period This allows greater flexibility for companies that might work shift patterns and want to show real time stats for the different shifts Report Period Flexibility Available in all versions of MyCalls MyCalls R4 gives greater flexibility to report over different time periods The new option allows you to select the regular Last Defined Period This allows reports to be run over midnight and only include calls between certain times, e.g.: o Include calls in the report between 18:00 and 06:00 for the last day(s) o Include calls in the report between 08:00 and 14:00 for the last day(s) This feature was developed to align the reporting capabilities with the configurable stats reset feature

3 Real Time Alarm Distribution Available in MyCalls Call Manager / MyCalls Call Centre When an Alarm is triggered, by default is displayed on all users that is logged into MyCalls as a supervisor user or higher MyCalls R4 allows you to target which users will receive the alarm This is useful for companies that have department specific alarms SMS Alarm Distribution Available in all versions of MyCalls MyCalls alarms can be distributed as SMS messages An account has to be created with one of the SMS providers and purchasing a number of SMS messages from the provider MyCalls can then be configured to send SMS messages when an alarm is triggered Messages are sent to the provider over the internet therefore an internet connection is required Drill Down Windows Real Time Windows can now be drilled down to see statistics that are behind them - Right Click a single value window to drill down Double Click an underlined number if a statistics window to drill down

4 Additional Info in the Call Records View Calls can now be tagged in the call records view Additional Columns are also available: Caller Name DDI Name Pilot Number Name Extension and Trunk field are now also available Unavailable to Unavailable Available in MyCalls Call Centre with Agent Control With MyCalls call centre using agent control, it s now possible to change from one unavailable code to another Previously if an agent was unavailable and wanted to change their unavailable code, they has to go available first If a call was queuing against an ACD group that the agent was logged into, then they would be presented the call Exit Wrap-up Timer Available in MyCalls Call Centre with Agent Control Wrap-up timers for ACD Agents are defined on the SV8100 Only one timer can be assigned to an agent based on the default ACD group that they login to Agent Control can be used make the agent exit from Wrap-up based on a timer assigned to the Agent Control Group This allows the wrap-up timer to be set on a per ACD Group basis The SV8100 would be configured with a maximum wrap-up time

5 MyCalls Desktop MyCalls Desktop can now be used to screen-pop ACT 2013 Call playback is also allowed in the MyCalls Desktop application Macro Scripting Macro Scripting allows a series of key strokes to an application Available using the MyCalls Desktop Advanced Screen-pop license Further information will be made available about this Upgrading Licenses are required in order to upgrade to MyCalls R4 Refer to the MyCalls installation manual for details on which licenses are required and the upgrade procedure

6 Background Changes New installations of MyCalls will use SQL Server Express 2008 R2 by default on new installations - this allows MyCalls to have a database size of 10 GB instead of 4GB in previous versions Installations that are upgraded will continue to use SQL express 2005 and can be optionally migrated to use SQL Express 2008 MyCalls now uses.net framework 4

7 SV8100 Release 6 Sales Update Previous Releases

8 [Type text] MyCalls Release 3.5 This MyCalls Release not only adds a number of useful end-user features, but also makes installing MyCalls incredibly easy to install and has improved automation to require minimal maintenance. Installation Wizard A new installation wizard has been implemented to simplify the set-up and installation of the MyCalls, including checking that relevant licenses are in place. This wizard will speed up the configuration process and ensure all necessary steps are taken to correctly install MyCalls. Configuration Import Enhanced Features If the SV8100 is not configured ready for MyCalls, it now programs the SV8100 for you, simply by clicking Yes. Once MyCalls has programmed the SV8100 they will download the configuration data from the SV8100. These enhanced feature s speed up processes by: Retrieving names and numbers from the PBX along with extension group and membership Extensions are configured as voic ports in MyCalls for InMail Trunks, DDI s, callers, extension group and callers are also imported This reduces installation time by automatically programming the SV8100 and downloading configuration. Scheduled Configuration Import MyCalls now has a facility for a scheduled import which will poll the SV8100 at the designated period and update MyCalls in line with any changes to the SV8100. The SV8100 is considered the master and therefore any changes on this system will be updated into MyCalls. Improved sychronisation between MyCalls and the SV8100 Much lower maintenance needed New Release Sales Update May 2012

9 [Type text] MyCalls Release 3.5 Continued Highlighting This feature enables users of MyCalls to highlight specific Real-Time values which could be of interest. For example it could be used to highlight when the Real-Time Status window for DID s Call in Queue, reaches 10, highlighting that there might be need to add another member of staff to the Incoming Calls Desk. Highlighting can be done by: Changing Foreground Colour of Value Changing Background Colour of a Window Flashing a Value or Background This feature enables users of the SV8100 to: Monitor efficiency Highlight any issues React accordingly Ranking Feature This feature can now be used in MyCalls to show the position in real time status windows. For example a column called Out can be sorted to see who has made the most outgoing calls as Rank No.1. This kind of ranking system can act as an incentive for staff to rank highly on a wallboard for example. Internal SMDR (Station Messaging Detail Recording) MyCalls can take full advantage of the SV8100 R7 release by showing answered internal calls on the call records view and in reports, so you can see exactly how many internal calls a user has made and the average duration of each call. This helps managers to report on how much time staff are spending on the phone to each other. New Release Sales Update May 2012

10 [Type text] MyCalls Release 3.5 Continued Skills Based Routing Management This feature can be used with the SV8100 to give ACD agents a priority within an ACD group, meaning calls can be delivered to the agent with the highest level of skill for the call. Management of the ACD Skill Based Routing is now available in MyCalls Call Centre with Agent Control. Easier management of Skill Based Routing through MyCalls Reduced programming time spent on the SV8100 True 6 Digit DDI Support MyCalls can now use an enhancement to the SV8100 in order to report on 6 digit DDI length s rather than only being able to use 4 digits, sometimes giving an untrue reflection of calls made from a DDI. Greater flexibility introduced Reduces the risk of overlap between 2 DDI numbers. Screen pop based on DDI Number MyCalls now recognises the chance that users may be using two DDI s for representing different companies from the same location. To ensure the users still gets full benefit of MyCalls in this scenario, screen-pop based on the number of the DDI called has been implemented. This can easily be configured by selecting Search for DDI rather than Search for number or vice versa. Increased flexibility for the user of MyCalls to screen pop Screen pop by DDI or CLI dependant on requirements. New Release Sales Update May 2012