Call Center v2.0 for IPBRICK Guide iportalmais October 10, 2013 1
1 Introduction Organizations use call centers as a way to interact and build relationships with their customers. Being aware of the importance of such a service, iportalmais, has developed a software package aimed at providing you with a solution to implement a call center with IPBRICK. This document describes the features of the module Callcenter4IPBRICK and how to install and configure it. 2 Requirements The 2.0 version of Call Center can be installed both on an IPBRICK 5.2 or on an IPBRICK 5.3. For both IPBRICK versions, the Call Center depends of the queuestats4ipbrick 0.3-1 package. If the IPBRICK is a 5.2 it will also depend of its update 05. The 2.0 version of Call Center is equivalent to the 1.0 version with its 12 updates installed. The 2.0 version of Call Center can be installed over a 1.0 version (with any update installed) that it will migrate it to the new version. The Callcenter4IPBRICK module will also require an IPBRICK license with specific support to the Callcenter4IPBRICK module. To acquire the new license, please send the file.dat to license@ipbrick.com For more information please contact us at: info@ipbrick.com 3 Installation Please access the IPBRICK s web interface and install these packages in order at: 2
Advanced Configurations > IPBRICK > Update 1. ipbrick-queuestats-0.3-1_all 2. callcenter4ipbrick_v2_0_all.deb 3. NOTE: The following updates (1 to 4) are only to be installed in an IPBRICK 5.3. Please, do not install them if you have a 5.2 version; callcenter4ipbrick_update_01_v2_0_all.deb callcenter4ipbrick_update_02_v2_0_all.deb callcenter4ipbrick_update_03_v2_0_all.deb callcenter4ipbrick_update_04_v2_0_all.deb 4. Apply configurations; 5. If the IPBRICK where you installed the updates is not your DNS server, add these entries in your network DNS server resolving to the IPBRICK s IP address (replace yourdomain.com with the correct domain): (a) callcenter.yourdomain.com (b) queuestats.yourdomain.com (c) webphone.yourdomain.com 4 Short Glossary 1. Agent - IPBRICK user that has a numeric PIN (a) Configured at: IPBRICK.GT > Voip > Users Management. It can be static or dynamic, with waiting modes, callback or music on hold and belong to one or more call queues. 2. Supervisor - User that manages one or more call queue and the agents that belong to them. It can add or remove dynamic agents from a call queue in real time, pause or unpause agents and log them in or out they can join calls received by agents, hear them and coach the agent. A supervisor will also have access to all statistics pertaining to queues and agents that he manages. 3
5 Configuration 5.1 IPBRICK s Configuration Access the IPBRICK s web interface. Add users at IPBRICK.I > Users Management. agents and/or supervisors. These will be the call queue Insert phone or workstation + phone type of machines at IPBRICK.I > Machines Management. These will be the phones where the users will log in to answer the call queues. Create one or more call queue(s) in IPBRICK.GT > Voip > Functions > Inbound > Call queues. Optional: Add to each of the call queues one or more supervisors by accessing: IPBRICK.GT > Voip > Functions > Inbound > Call queues, click on the name of the call queue and then on Supervisors. To add a supervisor select the users from the left and move them to the right. Create a default access class in: IPBRICK.GT > Voip > Functions > Outbound > Access class If you wish to use BLF or allow the users to make only calls to some destinations and that these calls be marked as theirs in call statistics. Add all the phones that will use BLF to a lower permissions access class by clicking on Members in that access class and moving the phones to the right side. In IPBRICK.GT > Voip > Users Management click on each of the users and then in Modify. Define a different numeric PIN for each of the agents and add them to the call queues they re going to answer as dynamic or static members. If they re configured as static members they ll be answering the call queues they re in by default without any further configuration. If they re configured as dynamic they ll start out of the queue and a supervisor will need to add them to the respec- 4
tive queues in the Call Center web interface. Define whether the agent is of type Music on hold or Callback. The phone of a Callback agent will ring when a call enters one of its queues. When an agent defined as Music on hold logs in he starts to listen to music and when a call enters the queue it is automatically answered (or is answered when the agent accepts it by dialing # depending on the configuration). If he hangs up the phone he automatically logs out. Add the users and supervisors to their access class. In Telephony Configurations there are additional call center options. It is possible to define a key sequence to enable/disable the following agent actions: 1. Pause/Unpause agents - When active this option enables the agent to stop / restart receiving calls by dialing a key sequence in his phone. Despite being logged in, the paused agents will not receive any calls until they are unpaused. This is useful in short breaks or when the agent needs extra time to wrap up the last call. 2. Calls to supervisor - When active, it enables an agent to call the supervisors of the call queue(s) they belong, by dialing on their phone a key sequence. This feature enables the agents to call for help or support when needed, regardless of which supervisor is on duty; 3. Hangup call by DTMF - Specially useful to agents of type Music on hold, this feature enables an agent to terminate a call queue call without hanging up on the phone by dialing the correct key sequence while on call. 4. Dial # to accept call - When enabled the calls in the call queue are distributed as usual but an agent only starts speaking with the customers after pressing # on the phone. These key sequences may be set as speed dials to make it easier for the agents to use these features. The option Enable user webphones will activate the web-phones in the call queue web interface. Instead of having to register their phones and logging in agents 5
will use the webphone included in the web interface. It is possible to define a global wrap up time for agents by setting a time in seconds in the option Wrap up time after call received. During this time an agent will not receive any calls from the call queues. 5.2 Phone Configuration All phones should be configured to register in port 5090 of IPBRICK. If it is intended to use BLF, the phones must belong to an access class. If the phone has additional keys, these can be set to monitor the state of agents, on the supervisor s phone, or to tell the agent if he is logged in on his phone. The pause/unpause and the call supervisor features can be set on the phone as a speed dial. To check the status of an agent on a supervisor phone the BLF key must be set to monitor: Agent_PIN (replace PIN by the PIN of the agent to be monitored) On an agent phone to enable the user to see his state set the BLF key to monitor: Agentinphone_PHONE (replace PHONE by the SIP login of the phone your configuring) When the agent is logged the BLF key on his phone and on the supervisors phone should be lit. 6 Call Center s Web Interface 6.1 Web interface access To access the Call Center web interface, the user must be an agent or an supervisor. One user can be agent and supervisor simultaneously. A supervisor user has more available features than an agent, eg: the campaigns feature is only available to supervisor users. The URL to access Call Center web interface is: callcenter.yourdomain.com (please don t forget to replace yourdomain.com with the correct domain). 6
Figure 1: IPBRICK Call Center Login 6.2 Control Bar The control bar is a pop-up window that shows in real time a resumed information on call queues, users state, etc. Figure 2: IPBRICK Call Center Control Bar Each colored icon represents a set of data, ranging from Waiting Calls to Unavailable users, hover with the cursor over the icon to visualize what the icon represents. You may also hover with the cursor over a numeric value (not zero) to access more information, such as: Agent s names, call source numbers, etc. 7
Figure 3: IPBRICK Call Center Control Bar Icon Info It can also be used to login and logout of the desired phone. If enabled in IP- BRICK configurations, it will also provide a web-phone. If you click on the Login button, you will be prompted to insert the extension of the phone you desire to access. Figure 4: Phone extension After a brief moment, the control bar will display the phone s information and a button to Make call. 8
Figure 5: Control bar - logged in ext. 200 NOTE: A supervisor will access the information on any agent. An agent will only access to its own information. It s possible to concede to an agent information regarding the call queue he or she belongs. To do this, access the IPBRICK Web Interface and go to: Advanced Configurations > Telephony > Configurations Figure 6: IPBRICK Interface - Call center options At the Call Center options click on the Modify link and select YES in Allow members... 9
Figure 7: IPBRICK Interface - Call center options Modify page 6.3 Users Groups State This page shows a list with all user groups. Figure 8: Users Groups State Page NOTE: User groups can be configured, by the supervisor, at the Configurations menu. There s an option to show users and if you intend to visualize information by group or users by group, you should select the desired groups and open the pop-out window by clicking on the detach icon. 10
Figure 9: Pop out icon At the new window you will be able to see a table with information, regarding each group, with the number of free,busy, unavailable and paused users. Figure 10: User Groups state Table If the Show Users option was ticked, you will also be able to check status of each group member. Figure 11: User Groups state Table with User Info If a user is unavailable he or she will be highlighted in red. 11
6.4 User State In this page the user can visualize, in real time, two kinds of data. On the top, the current users are shown and it s possible to login or logout, call a user, call a supervisor, etc. All the displayed information (even in Dashboard mode) is dynamic and presents, alphabetically, first the logged users and last the unlogged ones. Figure 12: Current Users On the bottom half of the page, the call queue user states are displayed. Here are listed all the call queues user states: names, users, total received calls, the date of the last call, the state and it s possible to pause/unpause a user. 12
Figure 13: Call queue user state It s possible to open a new window (Dashboard mode) if you select one, several or even all users and click on the detach (pop out) icon. Figure 14: Pop out icon Figure 15: Pop out window 13
6.5 Call Queue State This page lists all the queues in real time. It displays the number of waiting calls, active calls, waiting time, answered calls, unanswered calls, current users, unavailable users and users on pause. As in the User State list, the displayed information is dynamic and alphabetically ordered, presenting first the queues with waiting calls, followed by the ones with ongoing calls and last all others. Figure 16: Call Queue State page It is also possible to detach this page (pop out) with all or just a selection of call queues. The new window will display the service level color code of each selected call queues (check the Configurations - Service level section of this document). Figure 17: Call Queue State detached page If the Dashboard - Use color alerts and Dashboard - identify calls with queues waiting for more than settings are active (please consult the Configurations - General section of this document), a color code is used to better illustrate the results: 14
Yellow - Indicates that there s a call waiting; Blue - Means you have ongoing calls; Orange - Shows queues that have no agents logged in; Red - Warns you that all the logged agents are paused or that there s a call on hold for more than X period of time. In these situations, not only is the name of the queue highlighted in a certain color, but also the field that prompted the corresponding code. 6.6 Finished Calls Depending if you are a supervisor or agent, this page will display all finished call statistics or only just the ones pertaining to an agent. As in the IPBRICK web interface, it is possible to filter the information according to many types of search criteria. Figure 18: Finished Calls page Select the desired criteria by checking the appropriate boxes in Show fields: Show user Show source number 15
Show destination address Show final destination address Show used routes Show fall-back Show result Show call start date Show ring time Show call length Show total packets Show lost packets Show jitter Show lag Show codec Show signaling Show source IP Show transfers or selecting You may also type or select a filter by field: User: Type the name of the user; Source address: Type the source address; Destination address: Type the destination address; Final destination address: Type the final destination address; Source IP: Type the source IP; Result: Select the call result; 16
Used route: Select the used route, it can be a call queue; Show only in period: If you uncheck this option, the system will retrieve all calls, regardless of period. Click on the calendar icon to select the start and end date. In order to speed up the period selection, you will have available quick links for these periods: Today Yesterday This month Last month This year Last year When you click on the Filter button the system will retrieve the finished calls statistics that complied to your search criteria. There s also the possibility of exporting the results to an.csv file. The Filter link returns you to the filter page. Figure 19: Filter results The presented data is organized in a table, presenting these columns: User, Source Address, Final Destination, Address Route, Result, Start and Ring time Duration. The # column assigns a number to each call, if you click on that number you will access the call details. 17
Figure 20: Call Details Each underlined element, be it a user name, a destination address or even a route, is a link that will filter the presented information. For instance, if you click on the user s name the page will only display calls attributed to that user. 6.7 Statistics The statistics feature is divided into six categories: 1. General - A broad-ranging statistic report of users and queues. At the filter you may select which call queue, the time period and the type of report (Detail or the more abbreviated Resume) Figure 21: Statistics - General 18
A result should present user and call queue data, average calltimes and waiting times, etc. Note: Sometimes, the number of calls may vary, between user and call queue data, since user data takes into account call transfers, while call queue data does not (for additional info, regarding statistics, please consult the Important Information section of this document). Figure 22: Statistics - General - Result Important Note: Occasionally it may appear a blank line at the User field. This line, in statistics, purports to transfers made to phones that hadn t no logged agent. Figure 23: Statistics - General - Blank line 2. Productivity - Statistic report geared towards the agent s productivity. 19
At the filter you may select which user and call queue, the time period and the type of report (Detail by Agent, Detail by Call Queue or the more abbreviated Resume). Figure 24: Statistics - Productivity The result should present user and call queue data (according to your filter selections) ordered by Period and with the number of Outgoing and Answered Calls, their corresponding average and total call and waiting times. 20
Figure 25: Statistics - Productivity - Result 3. Queues Productivity - Statistic Report offering you data concerning queues efficiency. At the filter you may select which call queue, the time period and the type of report (Detail or the more abbreviated Resume) Figure 26: Statistics - Queues Productivity 21
The result should present call queue data ordered by Period and with the total and average times concerning answered, lost, waiting and received calls, their corresponding averages and total and average talk times. Figure 27: Statistics - Queues Productivity - Result 4. Answered Resume - This Report presents information regarding Agent s call answering times. In terms of filtering options, you may select which user and call queue, the Reference waiting time, the time period and the type of report (Detail by Agent, Detail by agent and queue or the more abbreviated Resume). Figure 28: Statistics - Answered Resume The result should present user or call queue data (according to your filter selections) ordered by Period and with the total number of calls, their maximum 22
waiting time average and, in terms of Answering times, they will be ordered according to the Reference waiting time specified at the filter page. Figure 29: Statistics - Answered Resume - Result 5. General Resume - Statistic report presenting the call queues answering times. At the filter you may select which call queue, the time period, the reference waiting time and the type of report (Detail or the more abbreviated Resume). It s also possible to group results by day, or month, and to show or hide call details. Figure 30: Statistics - General Resume 23
The result should present call queue answer time stats, ordered by day or month (according to your filter selections). Figure 31: Statistics - General Resume - Results 6. Unanswered Resume - This report presents waiting time data regarding lost calls. In terms of filtering options, you may select the call queue, the Reference waiting time, the time period and the type of report (Detail or the more abbreviated Resume), it s also possible to group results by hour or day. Figure 32: Statistics - Unanswered Resume 24
Important Note: As stated previously, some discrepancies may arise from the fact that, the number of calls may be different, when comparing data from call queues to agents. You should take into account that, agent related data counts calls transfers, while call queue data does not. For instance, several agents, assigned to a call queue, may transfer one call several times (for additional info, regarding statistics, please consult the Important Information section of this document). 6.8 Unanswered Calls Unanswered Calls will present a list of all unanswered calls as well as the name of the agent to which the call was destined to. At the Filter page you may selected all or which call queue as well as the time period to which retrieve the information. Figure 33: Statistics - Unanswered Calls The result will present a list with the lost number and if you click on the + link it will display the agent assigned to it. 25
Figure 34: Statistics - Unanswered Calls - Result 6.9 Authentication History In authentication history it s possible to see a resumed information about the total time that a user has been logged in and paused/unpaused. To see more detailed data click on Details or on a user login. It is also possible to filter the results. Figure 35: Statistics - Authentication History 6.10 Users Management Only supervisors are granted access to this page. Here it s possible to allocate only Dynamic Agents to the different call queues. The page will present all the created call queues. If you click on a call queue name you will be able to manage which Dynamic Agents are to be assigned to it. 26
Figure 36: Users Management 6.11 Campaigns Short Guide The campaigns feature enables you to automatically make calls to phone numbers associated with the campaigns target. This process is triggered automatically without the agents knowing that the call is being made. If the destination number answers, the call will be routed to a callqueue. When the call enters the callqueue, that destination number receives a pre-recorded message that informs him that the call is a telemarketing campaign. 1. Create a campaign: Left menu Campaigns List Campaigns Click on Insert Configure a name for the campaign, the number where the calls will be delivered (this should be the direct access SIP number of a callqueue), the time interval between trying to contact the same client and the maximum number of tries. 2. Insert clients to a campaign: Left menu Campaigns Show customers Select a campaign Upload CSV file (see the example shown in CSV file structure) 3. Insert Callwindows (period of time in which the campaign will be valid) Left menu Campaigns Callwindows 27
Select a campaign Click on Insert Select one specific month or leave the default value (All), select the day of the month, select the week day, select the start and stop hour (if the hours are left as 0:00 all hours will be valid) and the call prefix. Insert the desired value for the maximum number of simultaneous calls for this callwindow. It is possible to associate more than one callwindow to a campaign, this way its is possible to configure several time windows by hours, days or months. 4. Configure the global maximum number of simultaneous calls: Left menu Campaign configuration By default the value is 1. This value can be raised to the desired value. 5. Strategies configuration: Left menu Strategies management Here it s possible to associate a campaign strategy, to an IPBRICK IVR. Having a IPBRICK IVR associated, the call after being answered by the client will be delivered in that IVR instead of the callqueue configured in the campaign. To insert a strategy it s mandatory to configure the number (identification of the strategy used in the csv files) and a name. 6. Start or stop a campaign: After configuring all the data of a campaign: Left menu Campaigns List Campaigns Click on Action of the desired campaign 7. See a campaign status: Left menu Campaigns Show customers Select a campaign It s shown a resume by client, to see more details, click in the desired client. 28
8. Clients CSV file structure: Field A - Client s name Field B - Callback number (optional - phone number to show in the customer s phone) Field C - Amount due (optional - customer s debt amount) Field D - Brand (optional) Field E - Product (optional) Field F - Account number (optional) Field G - NIB (optional) Field H - Entity (optional) Field I - Reference (optional) Field J - Phone1 Field K - Phone2 (optional) Field L - Phone3 (optional) Field M - Phone4 (optional) Field N - Phone5 (optional) Field O - Inspector (optional) Field P - Strategy Note: All fields should be separated by ; This is an example of how a CSV file will look like: ACME;226199260;10607;62;GF1;123456789012345;234879283474239;;;100;;;;; Group A;4 John Doe;226199260;10607;63;GF2;123456789012346;234879283474240;;;200;;;;; Inspector 2;4 Client 3;226199261;10608;64;GF3;123456789012347;234879283474241;;;300;;;;; Peter;4 9. Campaigns CSV file structure: Field A - Callwindow month (1-January, 2-February, etc); Field B - Callwindow day (1,2,3,4,5,etc); Field C - Callwindow week day (1-Monday, 2-Tuesday, etc); Field D - Callwindow start hour; Field E - Callwindow end hour; 29
Field F - Pre-routing prefix; Field G - Callwindow maximum number of simultaneous calls; Note: All fields should be separated by ; This is an example of how a CSV file will look like: 1;1;1;1300;1500;;5 2;0;0;0;0;;10 3;0;0;0;0;345;15 6.12 Configurations The Configurations menu is only available to supervisors, since it implements changes to system settings. 6.12.1 General At the General configurations page you will be able to alter many of the system s default configurations. To do so, please click on the Modify link. 30
Figure 37: General Configurations These are the editable settings: Logo: It s possible to customize your Call Center web interface by displaying your logo or any type of image you wish to use (.jpeg,.png or.gif only); Default open page: You may choose which page will be displayed when you log in (by default: Statistics - General); Session timeout: As a security measure the session will end automatically after X number of minutes (by default, 60 minutes); Automatic agent logout time when phone fails: By default, 120 seconds, If you insert a zero this feature is disabled, i.e: the Agent won t be logged out; Dashboard-Identify queues with calls waiting for more than: If a call is waiting more than one minute it will be flagged by the system. If you type 0 this feature will be disabled; Dashboard - Use color alerts: By default, Yes Automatically open Control bar on login: Choose if the control bar opens when a user logs in (Supervisors: by default, No Agents: by default, No); 31
Minimal waiting time to consider call as lost: By default, 1 second Statistics - Default reference waiting time: By default, 15,30,60 seconds Figure 38: General configurations modify page Confirm your changes by clicking on the Modify button. 6.12.2 Service Level Service level describes, usually in measurable terms, the services a call center service provider furnishes a customer within a given time period. In call center metric, service level measures the percentage of incoming calls that an agent answers live in an established amount of time. 32
For example, a service level of 90% can be achieved if 9 out of every 10 phone calls are answered before the established time limit. At the Service level page, you will find a list with all the created call queues. Figure 39: Configurations - Service Level If you click on the name of the call queue, it will be possible to set that call queue service level. Figure 40: Service Level edit page These are the available fields: 33
Call queue: This field is obviously non-editable and identifies the selected call queue; Service Level: Insert the number of seconds that will act as time limit for a call to be answered (by default, 15 seconds); Color scheme: By default, the color scheme follows the traditional layout of green (indicating that the queue is answering the calls as expected), orange tells you that the queue isn t responding as planned and, finally, red warning you that the call queue isn t able to cope with the established amount of time, but it s possible to select other colors. To configure the threshold between states insert the desired values (by default 85% and 90%). The Call queue state page will display this color code when you detach the window. Figure 41: Call Queue State detached page 6.12.3 Pause Descriptions This page let s you create types of work pauses (e.g.: Coffee Break). These descriptions will be available for selection whenever an agent pauses his/her service. Figure 42: Pause Descriptions page 34
Click on the Insert link to open a new page were you will be able to fill the form with the pause s description. Figure 43: Pause Description form Click on the Insert button to save the Pause. After insertion, you will be able to view the new pause description s name. Figure 44: Pause Descriptions page with a new entry it. If you click on the pause description s name you will be able to modify or delete 6.12.4 User Groups Here you may create User Groups (e.g.: Customer Support Team) and select which users will be part of them. Figure 45: User Groups page 35
First click on the Insert link to create a new group and on the newly presented page, type the group s name and a brief description. Figure 46: User Groups Insert Page Click on the Insert button to save the new group. After insertion you will be able to modify or delete it, simply by clicking on the corresponding link. Figure 47: User Groups Page (new group inserted) It will now be possible to add users to the newly created group. To do this, just click on the Users Modify link, and on the new page simply select the available user and transfer them from the list of Member Users by clicking on the button pointing to the correct list. Likewise, you can remove a user from a group simply by selecting him from the 36
Member Users box and transfer him to the Available users box, by clicking on the button pointing to the correct list. Figure 48: User Groups Members Modify Page 7 Important Information Call transfers are only correctly detected, interpreted and processed if they are made by the IPBRICK server. If a call transfer is made by an internal functionality of the phone, rather than by your IPBRICK server, it will not count as a transfer, but rather as a new call that will not be associated with the original one. At the IPBRICK server s web interface, access the following page: Advanced Configurations > Telephony > Configurations > General options The parameter Attended transfer must be active. By default, the code is * 1 Agents wishing to transfer a call need only to dial the code followed by the phone s extension. 37