CA Auto Attendant Module Operation Manual v1.3
Poltys, Inc. 3300 N. Main Street, Suite D, Anderson, SC 29621-4128 +1 (864) 642-6103 www.poltys.com 2013, Poltys Inc. All rights reserved. The information contained in this manual is based on information available at the time of publication and is subject to change without notice. Accuracy and completeness are not warranted or guaranteed. No part of this manual may be reproduced or transmitted in any form or by any means, including electronic medium or machine-readable form, without the express written permission of Poltys, Inc. Brand or product names are trademarks of their respective owners. February 2013
Contents OVERVIEW... 5 INTRODUCTION... 5 KEY FEATURES... 5 BENEFITS... 5 LAW FIRM USE CASE... 6 AUTO ATTENDANT CALL FLOW... 7 INSTALLING CA MODULES... 9 DOWNLOADING CA MODULES INSTALL KIT... 9 INSTALLING CA MODULES KIT... 10 CONFIGURING COMPONENTS... 13 CONFIGURING CA MODULES... 13 CONFIGURING PANASONIC CA CLIENT... 16 CONFIGURING POLTYS APPLIANCE... 18 CONFIGURING PANASONIC PBX... 33 LICENSING CA MODULES... 39 INTRODUCTION... 39 GATHERING AUTHORIZATION KEY... 39 ACTIVATING CA MODULES... 41 USING CA AUTO ATTENDANT MODULE... 47 CONNECTING TO POLTYS AUTO ATTENDANT APPLIANCE... 47 CONFIGURING TRANSFER DESTINATIONS... 51 ADDING PERSONAL CA AUTO ATTENDANT TRANSFER ACTIONS... 56 ENABLING/ DISABLING PERSONAL CA AUTO ATTENDANT TRANSFER ACTIONS... 61 WORKING WITH CALLBACKS... 63 PRODUCT SUPPORT... 67
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Overview Introduction Poltys CA Auto Attendant Module connects the caller to the intended recipient by speaking the name or by entering the extension number, using Text-to-Speech and Speech Recognition technologies. CA Auto Attendant Module works with Panasonic TDE, NCP, and NS1000 PBX series. It includes Poltys Appliance. Key Features Text-to-Speech and Speech Recognition enabled Customer speaks the name of the party he wants to talk to Call is transferred automatically to the appropriate person if available Get the CA client status, play the associated greeting and perform the predefined action Inbound Caller ID is automatically recorded and can be used to call back the customer Totally automated call handling English, German, Spanish user interface support Benefits Allows businesses to offload a large amount of operator-assisted calls while maintaining a high level of customer satisfaction and retention Helps companies reduce their overall operating costs. Performs Call Routing Efficiently Increase in Service Efficiency Scalability, scales up easily Improves Customer Satisfaction Available 24/7, with no over-time pay
6 Overview Law Firm Use Case
Overview 7 Auto Attendant Call Flow Transfer to Destination Procedure Main Procedure
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Installing CA Modules This section covers the following topics: Downloading CA Modules Install Kit Installing CA Modules Kit Downloading CA Modules Install Kit To download CA Modules Install Kit 1. Go to https://licensing.poltys.com/poltyslicense/camoduletrial.aspx using the WEB browser of your choice. 2. The Customer Info form displays. Fill in the requested fields in order to get access to the CA Modules kit and click on OK button. 3. You are provided with access to the CA Module Trial kit. 4. Click on Download CA Module Trial link. A download confirmation windows displays in MS Internet Explorer. Click on Save option button and select Save As menu option.
10 Installing CA Modules 5. The Save As window displays. Select a local folder and click on Save button. NOTE: CA Modules kit comes fully functional with embedded 60 days trial license. Installing CA Modules Kit Install CA Modules kit on the PC that runs Panasonic CA client. To install CA Modules Kit 1. Double click on CA Modules install kit icon. 2. The installation wizard main window displays. Click on Next button.
11 Installing CA Modules 3. Select the destination folder by clicking on Browse button and finally click on the Next button.
12 Installing CA Modules 4. The installation terminates. Click on Finish button.
Configuring Components This section presents the following topics: Configuring CA Modules Configuring Panasonic CA Client Configuring Poltys Appliance Configuring Panasonic PBX Configuring CA Modules CA Modules and Panasonic CA Client must connect to the same Panasonic CA Server. To configure CA Modules 1. Click on Windows Start button. 2. Select All Programs Poltys CA Modules CA Modules Config.
14 Configuring Components 3. Windows Firewall asks for allowing access by CA Modules Configurator. Click on Allow access button. 4. The CA Modules Configurator main window displays. 5. Enter IP Address of the CA Server.
15 Configuring Components 6. Set CA Server Port to 33334. 7. Make sure that Listening Port is set to 33334.
16 Configuring Components 8. Click on OK button for changes to take effect. Configuring Panasonic CA Client To configure Panasonic CA Client 1. Start Panasonic CA Client and set the IP Address of CA Server to localhost (i.e. 127.0.0.1).
17 Configuring Components 2. Set Port to CA Modules Listening Port (i.e. 33334). 3. Select Extension Number, enter Password and click on Login button. Panasonic CA Client connects to CA Server as usual.
18 Configuring Components Configuring Poltys Appliance Poltys CA Auto Attendant supports the following Text-to-Speech and Speech Recognition engine languages: English French (CA) French German Spanish Italian English (UK) Poltys appliance comes with Auto Attendant Server preinstalled and it and configured with gathering IP Address from DHCP server. This section presents the following topics: Finding out the Poltys Appliance IP Address Configuring call parameters and prompts for two languages of your choice Adding speech destinations manually Importing speech destinations Starting Auto Attendant Server To find out the Poltys Appliance IP Address 1. Connect devices to appliance. Make sure that Poltys Appliance connects to same network as the Panasonic PBX.
19 Configuring Components 2. Power up the appliance. 3. Login using MS Windows user credentials provided by Poltys. 4. Right click on the network icon in the Windows icon tray and select Open Network and Sharing Center option. 5. Select Local Area Connection. 6. The Local Area Network Status displays. Click on Details button. 7. The Network Connection Details window displays. Write down the IP Address for further reference.
20 Configuring Components To configure call parameters and prompts 1. Double click on the Auto Attendant Config icon on the Windows desktop. 2. The Auto Attendant Server Config main window displays. 3. Set the Panasonic PBX IP address.
21 Configuring Components 4. Set the local IP address of Poltys Appliance found out at step#7 in Finding out the Poltys Appliance IP Address section. 5. Poltys Appliance connects to Panasonic PBX SIP extensions. It uses a compact range of SIP extensions. Configure the first extension and the number of extensions to be used by Auto Attendant.
22 Configuring Components 6. Set the PBX Type the Poltys Appliance is connected to. The following values are available: NS1000, TDE, NCP. 7. Set the following calling parameters according to your needs: Retry Count - Maximum number of retries for which the Auto Attendant waits for user input (speech or DTMF digits) Response Timeout(s) - The time the Auto Attendant waits for user input (speech or DTMF digits) NOTE: All the parameters so far are available for both languages. This is marked with Language parameter set to All.
23 Configuring Components 8. Modify the text for First Language, in this case English. 9. Make sure that the Language parameter is set to English for all prompts.
24 Configuring Components 10. Set the Second Language Selection Digit used to switch for the first language to the second one and the related prompt, in this case French. 11. Modify the text for Second Language, in this case French.
25 Configuring Components 12. Make sure that the Language parameter is set to French for all prompts. 13. Click on Apply button for changes to take effect.
26 Configuring Components To add speech transfer destinations manually 1. Click on the Speech Destinations tab. 2. The Speech Destinations tab displays. Click on Append button.
27 Configuring Components 3. A new blank item is added to the list. 4. Fill in Phone Number field. 5. Fill in the First Name and Last Name of the person.
28 Configuring Components 6. Set the shortcut Digit that allows the caller to press a DTMG digit to get connected to the right person/ department. 7. Set the language that will be used by Auto Attendant Speech Recognition engine for name detection. 8. Repeat step#1 to step#7 as needed.
29 Configuring Components 9. Click on Apply button for changes to take effect. To import speech destinations 1. Click on Import button. 2. The Open window displays.
30 Configuring Components 3. Select CSV files (.csv) option. NOTE: The CSV file to be imported shall have the following format, with optional header as presented below: 4. Select the CSV file and click on Open button.
31 Configuring Components 5. The Speech Destination is populated with the information stored in the CSV file. 6. Click on Apply button for changes to take effect.
32 Configuring Components To start Auto Attendant Server 1. Start the Auto Attendant Server by clicking on Start button.
33 Configuring Components Configuring Panasonic PBX The Auto Attendant appliance connects to Panasonic PBX via a compact set of SIP Extensions. Configure the SIP extensions range to be used with Auto Attendant using Panasonic Maintenance Console. To configure Panasonic PBX 2. Configure a compact range of SIP extensions. The Password should be set to 1234 for all SIP extensions.
34 Configuring Components 3. Click on Apply button for changes to take effect.
35 Configuring Components 4. Check that the Current IP Address matches the Poltys Appliance IP Address for each configured SIP extension. 5. Now you have to create the Incoming Call Distribution Group for Auto Attendant.
36 Configuring Components 6. Set the Distribution Method to Priority Hunting or UCD. NOTE: CA Auto Attendant Module does not work if the Distribution Method is set to Ring. 7. Add group member list.
37 Configuring Components 8. Click on Apply button for changes to take effect. 9. The PBX shall be configured to route the incoming calls using specific phone number to the Auto Attendant Incoming Call Distribution Group.
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Licensing CA Modules This section presents the following topics: Introduction Gathering Authorization Key Activating CA Modules Introduction Panasonic CA products need to be fully licensed in order to operate with Poltys CA Modules. Poltys CA Modules come with 60 days trial license installed. Poltys CA Modules licensing is seat-based. Poltys CA Modules licensing is performed by using Poltys Licensing Portal and Activation Code. Gathering Authorization Key To gather Authorization Key 1. Click on Windows Start button. 2. Select All Programs Poltys CA Modules CA Modules Config.
40 Using CA Auto Attendant Module 3. Windows Firewall asks for allowing access by CA Modules Configurator. Click on Allow access button. 4. The CA Modules Configurator main window displays. Click on Cancel button. 5. CA Modules Configurator icon displays in the Windows icons tray. Right click on CA Modules Configurator icon. 6. Select About menu option.
41 Using CA Auto Attendant Module 7. The About window displays. Click on Copy to clipboard button to get the Authorization Key into the Windows clipboard. Activating CA Modules To activate CA Modules 1. Go to https://licensing.poltys.com/poltyslicense/ using the WEB browser of choice. 2. Click on the language button. 3. Select the language of your choice.
42 Using CA Auto Attendant Module 4. Enter Activation Code and click on Enter button.
43 Using CA Auto Attendant Module 5. Fill in contact information and click on Update button. 6. Fill in survey information and click on Update button.
44 Using CA Auto Attendant Module 7. Paste from the Windows clipboard the Authorization Key. 8. Click on Get License button.
45 Using CA Auto Attendant Module 9. The License Key is displayed. Select the entire string of characters and press Ctrl+C key combination. 10. Go back to About window of CA Modules Configurator and click on Change button.
46 Using CA Auto Attendant Module 11. The Change License window displays. Paste the License Key from Windows clipboard by pressing Ctrl+V key combination. 12. Click on Validate button in order to activate CA Modules. 13. Check License Details field and verify the License Key activated the proper Poltys CA Modules. 14. Click on OK button.
47 Using CA Auto Attendant Module Using CA Auto Attendant Module The main functionality of CA Auto Attendant Module is to automatically route the incoming calls to appropriate person/ group based on speech recognition of the spoken name or by detecting the extension/ group numbers or shortcut keys entered by caller as DTMF digits. Moreover, CA Auto Attendant Module allows the CA user to create personal transfer actions based on CA presence states. When CA Auto Attendant detects the person / group names or extensions, the CA presence state determines where the call will be transferred based on predefined transfer actions. The section presents the following topics: Connecting to Poltys Auto Attendant Appliance Configuring transfer destinations Adding personal CA Auto Attendant transfer actions Enabling/ disabling personal CA Auto Attendant transfer actions Working with Callbacks Connecting to Poltys Auto Attendant Appliance To connect CA Auto Attendant Module to Poltys Appliance 1. Click on ACD Report button in CA Pro or CA Supervisor.
48 Using CA Auto Attendant Module 2. The CA Modules window displays. Click on Auto Attendant button. 3. The Auto Attendant window displays. 4. If you want to select the language for User Interface, click on File Language menu option. The Language window displays. Select the language, restart the application, and go back to step#1.
49 Using CA Auto Attendant Module 5. Click on Settings Database location menu option. 6. The Database Settings window displays. Enter the Poltys Appliance IP Address in the Database server field. Refer to Finding out the Poltys Appliance IP Address section for more details. 7. Check Hide when DB failed option if you do not want to be prompted to connect to the Poltys Appliance DB. 8. Click on Save button.
50 Using CA Auto Attendant Module NOTES: If the connection to the Poltys Appliance DB fails the Auto Attendant user interface is disabled: If Hide when DB failed option is unchecked, the message below displays: Ping the IP Address entered in the Database server field to check the proper connection to Poltys Appliance.
51 Using CA Auto Attendant Module Configuring Transfer Destinations To configure transfer destinations NOTE: You can configure transfer destinations at any time during the Auto Attendant normal operation. 9. Click on ACD Report button in CA Pro or CA Supervisor. 10. Click on Edit phones button.
52 Using CA Auto Attendant Module 11. The Phones Description window displays. By default, there are four transfer destinations defined in CA Auto Attendant Module: Cell Voicemail Group Home 12. Enter the Phone Number for each predefined transfer destination that will be used for routing the incoming calls according to you needs. 13. You can rename the Phone Name of transfer destination according to you needs. 14. You can also add any new transfer destinations according to you needs. Click on Append button.
53 Using CA Auto Attendant Module
54 Using CA Auto Attendant Module 15. Fill in the Phone Name and Phone Number fields. 16. Click on Apply button for changes to take effect. To remove transfer destinations 1. Click on Edit phones button.
55 Using CA Auto Attendant Module 2. The Phones Description window displays. 3. Select the transfer destination to be removed from the list. 4. Click on the Delete button. The item is removed from the list. Click on Apply button for changes to take effect.
56 Using CA Auto Attendant Module Adding Personal CA Auto Attendant Transfer Actions To add transfer actions NOTE: You can add personal CA Auto Attendant transfer actions at any time during the Auto Attendant normal operation. 1. Click on Append button. 2. A new transfer action is added to the list.
57 Using CA Auto Attendant Module 3. Select the User State that is correlated with CA presence state that will trigger the current transfer action, for example In a meeting. 4. Enter the personal Greeting that is played to the caller when the transfer action is triggered by changing CA presence state and the Language that is used by Auto Attendant Text-to-Speech engine. NOTE: Poltys CA Auto Attendant supports the following Text-to-Speech engine languages: English French (CA) French German Spanish Italian English (UK)
58 Using CA Auto Attendant Module 5. Select the transfer Action that is triggered by changing CA presence state to In a meeting, for example Transfer to VoiceMail. By default, there are several predefined transfer actions: Transfer to Owner - Transfer incoming call to the current user extension. It can be used when user configured Forward telephony option. Disconnect Disconnect the incoming call. It can be used with callbacks. Refer to Working with Callbacks section for more details. Transfer to <transfer destinations> - <transfer destinations> can any of the transfer destinations configured in the system, as presented in Configuring Transfer Destinations section. 6. You can repeat step#1 to step#5 according to your needs. 7. Click on Apply button for changes to take effect.
59 Using CA Auto Attendant Module 8. From now on, all the incoming calls designated to the current extension are transferred as following: If CA presence is set to In a meeting, calls are transferred to voicemail If CA presence is set to Gone Home, calls are transferred to user cell phone To remove transfer actions 1. Select the transfer action to be removed from the list.
60 Using CA Auto Attendant Module 2. Click on Delete button. 3. The item is removed form the list. Click on Apply button for changes to take effect.
61 Using CA Auto Attendant Module Enabling/ Disabling Personal CA Auto Attendant Transfer Actions 1. By default, the CA Auto Attendant personal routing based on the transfer actions defined is enabled. Click on Enable Auto Attendant option to disable it. 2. Click on Apply button for changes to take effect.
62 Using CA Auto Attendant Module 3. To enable CA Auto Attendant personal routing based on the transfer actions, click again on Enable Auto Attendant option. 4. Click on Apply button for changes to take effect.
63 Using CA Auto Attendant Module Working with Callbacks CA Auto Attendant allows the user to record the Caller ID of an incoming call while being in a certain CA presence state in order to call the customer back. To enable callback 1. Click on Enable Callback pop-up option. 2. Add a new transfer action associated to Will return soon CA presence state as presented below. NOTE: Action field shall be set to Disconnect for Caller ID of the incoming call to be recorded.
64 Using CA Auto Attendant Module 3. All the incoming calls are disconnected after the greeting was played and the Caller ID is recorded while CA presence state is set to Will Return Soon. To call back the customers 1. Click on Show Callback button. 2. The Callback List window displays. 3. You can call back the customer by double clicking on the item of your choice.
65 Using CA Auto Attendant Module 4. You can remove the unnecessary items by clicking on Delete button.
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Product Support Poltys tech support engineers are always available to answer your questions at: US Phone number: +1 864 642 6103 Support: support@poltys.com.