SD APmax. Service Description Automated Call Distribution. Issue 01 March 2013 Proprietary

APmax SD1335.01 Issue 01 March 2013 Proprietary

APmax Publication number: SD1335 Document Version: 01 Issue date: March 2013 Security status: Proprietary Owner: B. Aughenbaugh & D. Uecker 2013 Innovative Systems, L.L.C. All rights reserved. Information subject to change without notice. The information disclosed herein is proprietary to Innovative Systems, L.L.C. or others and is not to be used by or disclosed to unauthorized persons without the written consent of Innovative Systems, L.L.C.. The recipient of this document shall respect the security status of the information. March 2013 Proprietary SD1335.01

2 Publication history Date Version DCR Author ============ ====== ====== ================== March 21, 2013 1 01852 D. Uecker & B. Aughenbaugh SD1335.01 Proprietary March 2013

1. Introduction 1 1.1 The APmax Automated Call Distributor (ACD) service provides a call management platform to support inbound and outbound customer care calls and telemarketing services. The service provides a telephone operator enhanced capabilities to better manage inbound call traffic intended for customer care staff. Tools are provided to assist the operator in managing pools of available agents and then assessing their proficiency. The service functionality is optimized for use with the Innovative Systems elation billing system. Optionally, the customer care stations may be SIP devices that connect directly to the APmax server. 1.2 Automated Call Distributor (ACD) Features 1.2.1 Subscribers (Supervisors, Departments, and Agents) The service supports multiple subscribers per APmax system. Each subscriber will be able to support multiple agents, agent groups, and each agent group has the option to hold multiple supervisors. 1.2.2 ACD Call Distribution and Queue ACD supports click-to-dial call origination and inbound calls can be configured to be routed based upon the dialed number. The call distribution is set to a "round robin" rotation for available agents. The service tracks caller order in queue on a first in-first out basis to ensure all customers are helped as quickly as possible. If the dialed agent fails to answer within a configured amount of time, the call will be routed to the next agent and the first agent's failure to answer will be logged. To enhance customer satisfaction and productive efficiency, if a caller is placing a second call to the customer care number, they can be directed to the same agent (if available) who handled their previous call. 1.2.3 Call Recording and Agent Performance APmax Music on Hold or custom announcements for caller queue waiting is available in the service and prior to transferring a call to an agent, a "Your call may be recorded," announcement is played. Supervisor's not only have the ability to listen to agent calls that are in progress, but the service also allows March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

2 1. Introduction that the mixed audio of all calls can be recorded. User station muting is supported through the service. The service tracks agent call statistics for real-time, daily, and monthly reporting. These statistics include calls per hour, calls per agent, average hold time, average answer time, amount of missed calls, time online, time on break and more. Agent presence or "availability" status can also be tracked through the service. 1.2.4 ACD Reporting Features The reporting function for the service may be provided by a separate service element based upon the data collected by the call processing service and stored for later retrieval. Note: Consider storing the data in SQLite and downloading to the PC for local report generation needs). The ACD service provides the availability to generate summary reports on calls received, calls per hour, calls per agent, missed calls, average queue time and average hold time. The service also features the ability to generate agent reports with number of calls handled, online hours, offline hours, average calls per hour, average hold time and missed calls. Call logs can also be organized by agent group and agent. 1.2.5 Agent Call Manager The Agent Call Manager provides a user interface to support the agent s interaction with the ACD service for all non-telephony functions. Through using the console the agent may indicate their availability, interact with the supervisor, use click-to-call functionality for placing customer calls, and can access information on incoming calls. The ACD Agent Call Manager allows the agent to interact using a standard Windows PC. Through the console, the agent has the ability to indicate their availability (logging on, logging off, on break, etc.), view the status of other agents and supervisor in their group including the number of available agents taking calls. The Agent Call Manager also provides information on incoming calls including Department (the service the caller is calling about), caller ID, name, last called, etc. Provides a mechanism to signal a third party billing software to display call context information such as the caller s customer record or a web page describing the script to use for a particular type of call. 1.2.6 Supervisor Monitor The Supervisor Monitor provides a user interface to support management of customer care groups. The console gives the supervisor a snapshot view of the SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

1. Introduction 3 agents in an agent group, indicating their status and proficiency. With a simple click, the supervisor may join a conversation in-progress between an agent and a caller. The supervisor console displays the current status of all agents in the department and the proficiency statistics on each agent. Supervisors may also monitor a customer care call in progress. 1.2.7 ACD with Voice Mail Auto Attendant Feature When properly enabled, the Voice Mail/Unified Messaging service can be set to include a Route to ACD function. This function allows incoming calls directed to an auto attendant to be routed to ACD call centers without using an additional outgoing and incoming trunk. The service identifies the original called number to determine the correct voice mailbox. Note: This feature is only applicable if the subscriber has purchased both the Voice Mail/Unified Messaging and Automated Call Distributor (ACD) services. Note: The original call numbers will be the Department Access Number and the Agent Public Number, as these numbers do not have voice mailboxes associated with them. 1.2.8 Allowed List The Allowed List feature permits agents to have control over what customer care phone calls they will accept at different times. With multiple exclusivity settings, an agent may enter customer phone numbers and configure settings within the Agent Call Manager console that will allow them to be unavailable to take calls from the department queue at any given time. 1.2.9 Voicemail or Select Another Agent Option The ACD service provides the capability to direct a call to an agent s voicemail or to send the customer call to another agent if the customer desires. An announcement will play that allows the caller to leave a voicemail message for the agent, or to be routed to a different agent. 1.3 Applicability and Limitations This service requires APmax TM Release 4.0 or greater. March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

4 1. Introduction SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

2. Licensing 5 2.1 Part Numbers The ACD Service part number described by this do document is: Table 2-1 Part Number Service Part Number Description 864945 5 ACD Call Centers 250 ACD Agents Table 2-2 Part Number Expansion Part Number Description 864946 5 additional ACD Call Centers 864947 10 additional ACD Agents 2.2 Licensing Purchase of the service includes a base of five calling centers and supports up to 50 agents. Expansion parts are licensed by additional five calling centers and/or additional ten agents. 2.3 Service Options None. 2.4 Related Services None. Note: The APmax ACD Startup (Part 864945) must be purchased before any APmax ACD expansion parts can be purchased. Only one ACD Call Center expansion part may be purchased for a particular account (for maximum user information see Table 3-1 - Specifications). March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

6 2. Licensing SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

3. Service Operation 5 3.1 Specifications Table 3-1 Specifications Specification Value Maximum Users 10 ACD Call Centers 250 ACD Agents Announcements A detailed announcement listing can be provided upon request. Licensing The service is licensed. See Section 2. Call Recording Billing 96 simultaneous calls recordings The service will provide no billing mechanism. 3.2 Service Flow The Automated Call Distributor (ACD) service, through the APmax call processing system, provides the call control, real-time data management, and interfaces to the other service elements. When calls are routed to the service from a network switch, the service answers the call and interacts with the caller. It determines where to route the call and provides conferencing and recording functionality. Through the ACD service, there are four different types of calls that may be placed. A customer may call a call center access number (see 3.2.1), a customer may call a department access number (see 3.2.1), a customer may directly dial an agent (see 3.2.2), or an agent may call a customer through their Agent Call Manager (see 3.2.3). March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

6 3. Service Operation 3.2.1 Use Case 1 and 2: Caller initiates a call to the customer care call center or department 3.2.1.1 A caller dials the customer care number. Note: A customer may dial the call center access number, or they may directly dial the department access number. 3.2.1.2 The call is answered by the APmax and an announcement is played greeting the caller and advising that their call may be monitored or recorded. Note: If more than one department is defined, and a department access number was not dialed, this menu will be played to allow the client to select a department. It will be played after the call center greeting. Digits 0-9 are allowed for a total of ten departments. The department numbers do not need to be assigned consecutively. 3.2.1.3 The call is placed in a queue until an agent becomes available. The caller hears a pre-recorded audio file. 3.2.1.4 If the caller has recently called from the same number the service will attempt to route the caller to the same agent that previously handled their call. 3.2.1.5 An agent becomes available either by completing a prior call, marking themselves available, or by logging into the web service via the desktop application. 3.2.1.6 The caller is routed to an agent. 3.2.1.7 The agent answers the call, handles the caller s inquiry, and terminates the call. SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

3. Service Operation 7 3.2.2 Use Case 3: Caller initiates a call directly to a customer care agent 3.2.2.1 The caller is routed to the agent. 3.2.2.2 The agent answers the call, handles the caller s inquiry, and terminates the call. (See 3.3.2 - Agent Access Number Dialed for call routing scenarios available by configuring the Subscriber Management interface settings.) 3.2.3 Use Case 4: Customer care agent initiates a call to a customer 3.2.3.1 The customer care agent initiates a call to a customer by clicking on the phone number (accessing the Click to Call feature) on the Agent Call Manager. 3.2.3.2 The APmax initiates a call to the agent s station and the customer care agent answers the call. 3.2.3.3 The APmax initiates a second call to the customer and bridges the two calls together. Note: As in Use Case 2, the agent may transfer the call or conference in a supervisor if needed. 3.3 Customer Call Flow The ACD service provides administrators multiple call flow options through the ACD Subscriber Management interface settings. This allows a number of different call center, department, and agent call scenarios to be created to produce the most effective call flow. These settings are divided and accessible within the Call Center tab (see 4.1.1.3) into the following action categories: Agent Actions, No Agent Actions, Last Called Agent Actions, and Direct Dialed Agent Actions. 3.3.1 Department or Call Center Access Number Dialed When a customer call is placed to a call center access number or a department access number, the call may go through a number of different call flows dependent upon the administrator settings for that call center or department. The service supports scenarios similar, but not limited to, the call flows depicted in Figure 3-1 - Call Center Access Number and Figure 3-2 - Department Access Number. The Department Access Number call flows have been divided as follows: Note: The Last Agent Available check throughout service call flows is only applicable if the customer has previously spoken with a call center agent. If the customer has not called in before, the call will be placed in the call center queue. March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

8 3. Service Operation Note: Flowchart depictions Figure 3-3 and Figure 3-4 have been derived from Figure 3-2, and have a designated section name (e.g. Section A). Note: Flowchart depictions Figure 3-6 - Figure 3-8 have been derived from Figure 3-5, and have a designated section name (e.g. Section A). Figure 3-1 - Call Center Access Number Figure 3-2 - Department Access Number Figure 3-3 - Department Access Number - Section A Figure 3-4 - Department Access Number - Section B Figure 3-5 - Check Last Agent Figure 3-6 - Check Last Agent - Section A Figure 3-7 - Check Last Agent - Section B Figure 3-8 - Check Last Agent - Section C SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

3. Service Operation 9 Figure 3-1 Call Center Access Number March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

10 3. Service Operation Figure 3-2 Department Access Number SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

3. Service Operation 11 Figure 3-3 Department Access Number - Section A March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

12 3. Service Operation Figure 3-4 Department Access Number - Section B SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

3. Service Operation 13 Figure 3-5 Check Last Agent March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

14 3. Service Operation Figure 3-6 Check Last Agent - Section A SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

3. Service Operation 15 Figure 3-7 Check Last Agent - Section B March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

16 3. Service Operation Figure 3-8 Check Last Agent - Section C SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

3. Service Operation 17 3.3.2 Agent Access Number Dialed When an agent number is direct dialed, the call may go through a number of different call flows dependent upon the administrator settings for that call center or department. The service supports scenarios similar, but not limited to, the following flow diagrams. These call flows have been divided as follows: Note: The Last Agent Available check throughout service call flows is only applicable if the customer has previously spoken with a call center agent. If the customer has not called in before, the call will be placed in the call center queue. Note: All flowchart depictions (Figure 3-10 - Figure 3-12) have been derived from Figure 3-9, and have a designated section name (e.g. Section A). Figure 3-9 - Agent Access Number Figure 3-10 - Agent Access Number - Section A Figure 3-11 - Agent Access Number - Section B Figure 3-12 - Agent Access Number - Section C Figure 3-13 - Direct Dialed Choose Action Figure 3-14 - ACD In-Bound Call March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

18 3. Service Operation Figure 3-9 Agent Access Number SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

3. Service Operation 19 Figure 3-10 Agent Access Number - Section A March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

20 3. Service Operation Figure 3-11 Agent Access Number - Section B SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

3. Service Operation 21 Figure 3-12 Agent Access Number - Section C March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

22 3. Service Operation Figure 3-13 Direct Dialed Choose Action SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

3. Service Operation 23 Figure 3-14 ACD In-Bound Call March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

24 3. Service Operation 3.4 Data 3.5 Logs Subscriber data is stored in tables that may be modified through the Automated Call Distributor Subscriber Management add-on. The subscriber may manage some subscriber data using the Web Portal user interface. Service configuration data is stored in tables that may be modified through the Automated Call Distributor add-on. ap_error.log. This log is used by the service to record unhandled errors or unexpected events. This log is shared by multiple features and services. ap.log. This log is used by the system to record diagnostics or trace events that are being collected. This log is shared by multiple features and services. Generally, this log will only be reviewed when actively diagnosing a problem. AgentActions-(Year)-(Month)-(Day).log. This log tracks the actions of an call agent in daily logs (log in, logout, etc.). The name of the file is the date it was opened. This log holds recorded agent actions from the last three days. ClientCalls-(Year)-(Month)-(Day).log. This log tracks all calls made by clients to the department and how the call was processed in daily logs. The name of the file is the date it was opened. The log holds all tracked client calls from the last three days. 3.6 Provisioning The overall trunk capacity limitations for the ACD service is 380 trunks (190 trunks per APmax unit). The trunk limitation determines the number of active agents in the busy hour. This should be two trunks per active agent, and an allocated trunk for each call in queue. 3.6.1 Example If there are 100 active agents in the busy hour and it is expected that there will be a maximum of one call per agent in the queue, the number of trunks needed for ACD will be 300 (200 trunks for agents, plus 100 available trunks for the call queue). SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

4. Subscriber Management 25 4.1 Automated Call Distributor Subscriber Management The ACD Subscriber Management interface allows telephone company service administrators to manage call centers, departments, and agents of the Automated Call Distributor (ACD) Service provided by the Innovative Systems APmax. Follow these steps to add an ACD call center to a subscriber or to access the settings of an existing ACD call center: 1). Locate the Subscriber Management interface. The presentation of the Subscriber Management interface depends on the user preferences selected in the APmax UI. The Subscriber Management interface may appear as a floating window (see Figure 4-2), or as a docked panel at the bottom of the APmax UI window. The floating (window) and docked presentations of the Subscriber Management interface have the same fields, controls, and functions. Note: This service description will explain only the essential steps to accessing and configuring the ACD interface for a single existing subscriber. The APmax User Manual contains additional information about user preferences, adding subscribers, and the Subscriber Management interface. If the Subscriber Management interface (either docked or floating) is not automatically displayed when the APmax UI is started, then right-click on the Services icon in the Command Center window to invoke a popup menu, and select the Subscriber Management command (as illustrated in Figure 4-1 below). The Subscriber Management interface will be displayed. Figure 4-1 Subscriber Management Menu Command March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

26 4. Subscriber Management Figure 4-2 ACD Subscriber Management 2). Use the selection box in the upper left-hand corner of the Subscriber Management screen to choose the type of identification (e.g., Phone Number, E-mail Address, Call Center, Department) you wish to use to locate the subscriber. 3). Enter the appropriate identification information (e.g., 10-digit directory number, e-mail address) of the subscriber into the field next to the Find button in the Subscriber Management screen. 4). Press the Find button. The subscriber s information will be retrieved and the name of the subscriber will be displayed in the treeview on the left-hand side of the Subscriber Management screen. If the subscriber is not found, see the APmax User Manual for instructions on adding new subscribers to the APmax system. 5). Select the ACD - Call Center service item located below the subscriber s billing address in the treeview on the left-hand side of the Subscriber Management screen. The right-hand side of the Subscriber Management screen will change into the ACD call center interface, and the selected call center s settings will be displayed. If the ACD - Call Center service item is not available for this subscriber, then see Section 4.1.1.1 for instructions on adding an ACD call center to this subscriber. 6). The following sections contain instructions for using the ACD interface: Section 4.1.1 - Call Center Management SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

Section 4.1.2 - Department Management Section 4.1.3 - Agent Management 4. Subscriber Management 27 4.1.1 Call Center Management The following sections provide details for adding, deleting, and configuring an ACD call center. Section 4.1.1.1 - Adding a Call Center Section 4.1.1.2 - Deleting a Call Center Section 4.1.1.3 - Call Center Settings Section 4.1.1.4 - Call Center Access Numbers 4.1.1.1 Adding a Call Center Follow these steps to add an Service call center to a subscriber: 1). Locate the Subscriber Management screen at the bottom of the APmax UI window and retrieve the subscriber from the APmax system. 2). Select in the treeview (on the left-hand side of the Subscriber Management screen) the icon of the Billing Service Address (e.g., ) to which the service will be added. 3). Press the Add button below the treeview to display a drop-down list of available services (see Figure 4-3) and select the Add ACD - Call Center menu command. An Add New Call Center window similar to Figure 4-4 will be displayed. Figure 4-3 Add ACD - Call Center Menu Command March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

28 4. Subscriber Management Figure 4-4 Add New Call Center 4). Enter a description of the new call center and press the OK button. The ACD - Call Center service item will now be displayed in the treeview and can be selected to display the ACD call center settings (see Figure 4-7) for the subscriber. Also, all phone number addresses of the subscriber will be listed in the Access Numbers tab of the call center. Departments and additional access numbers can now be added to the call center (see Section 4.1.2.1 - Adding a Department and Section 4.1.1.4 - Call Center Access Numbers). 4.1.1.2 Deleting a Call Center Follow these steps to delete an Service call center from a subscriber: 1). Locate the Subscriber Management screen at the bottom of the APmax UI window and retrieve the subscriber from the APmax system. 2). Select in the treeview (on the left-hand side of the Subscriber Management screen) the ACD - Call Center service item, as illustrated in Figure 4-5. Figure 4-5 ACD Service Selected SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

4. Subscriber Management 29 3). Press the Delete button located below the treeview. A delete confirmation prompt will be displayed. Choose Yes in the prompt to remove the service from the subscriber. All departments associated with the call center will also be deleted, but any agents added to the deleted departments will remain in the system as service groups below the subscriber. 4.1.1.3 Call Center Settings Selecting the ACD - Call Center service item on the left-hand side of the Subscriber Management screen (illustrated in Figure 4-5) will display the call center and its departments in the Call Center section in the middle of the Subscriber Management screen (see Figure 4-6). The departments (see Section 4.1.2 - Department Management) can be expanded to display the agents (see Section 4.1.3 - Agent Management) in each department. Selecting the call center will display its settings in the Call Center Information tab on the right-hand side of the interface. Figure 4-6 Call Center Selected The Call Center Information tab (see Figure 4-7) is divided into five tables of call center settings. Each table has two columns: A left-hand column to show the name of the settings, and a right-hand column where the value of each setting can be customized by clicking in the field and changing the value. Hovering the mouse pointer over the name of a setting will display a descriptive tooltip of the setting. Typically all settings will not be able to be displayed in the window. Use the vertical scrollbar on the right side of the interface to view all of the settings. Descriptions of all settings are given below Figure 4-7. March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

30 4. Subscriber Management Figure 4-7 Call Center Information Call Center Information Call Center Description A name or description associated with this call center. This description may be used in various interfaces to help identify this call center. Primary Language Note: This setting is not used. The first language to use for call center phone administration menus. Options include: English and Spanish. Secondary Language Note: This setting is not used. An alternate language to use for call center phone administration menus. Options include: English and Spanish. Carrier The four-digit long distance carrier code included in outgoing messages. This field is optional. Billing Number The billing number to use for long distance calls. SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

4. Subscriber Management 31 Call Center Greeting Specify a custom greeting to play when calling into the call center. Clicking on the button in this field will display a standard file selection window where a.wav audio file can be selected as the new greeting. Clicking on the button will play the current call center greeting in your PC s default.wav audio player. Clicking the button will display a prompt to delete the current call center greeting. Department Selection Greeting Specify a custom greeting to play when selecting a department. Clicking on the button in this field will display a standard file selection window where a.wav audio file can be selected as the new greeting. Clicking on the button will play the current department selection greeting in your PC s default.wav audio player. Clicking the button will display a prompt to delete the current department selection greeting. Wrap-up Codes Specify custom codes an agent can use when finished with a call. To manage the list of codes, press the button. The Edit Wrap-up Codes window (see below) will be displayed. Figure 4-8 Edit Wrap-up Codes To add a new code to the list, press the Add button to open the Add New Wrap-up Code entry window (see below), enter the new code, and press the OK button. To delete a code from the list, select the code and press the Delete button. March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

32 4. Subscriber Management Figure 4-9 Add New Wrap-up Code When all changes are complete, press the OK button in the Edit Wrap-up Codes window to close it. Agent Unavailable Reasons Specify custom agent unavailable reasons. To manage the list of reasons, press the button. The Edit Agent Unavailable Reasons window (see below) will be displayed. Figure 4-10 Edit Agent Unavailable Reasons To add a new reason to the list, press the Add button to open the Add New Agent Unavailable Reason entry window (see below), enter the new reason, and press the OK button. When all changes are complete, press the OK button in the Edit Agent Unavailable Reasons window to close it. Figure 4-11 Add New Agent Unvailable Reason SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

4. Subscriber Management 33 To delete a reason from the list, select the reason and press the Delete button. Voice Mail Admin Number The administration number that will be dialed to send calls to an external (non-innovative Systems) voice mail system. Calling Name Options Whether or not to use Calling Name and with which options. Options for this setting include: No Calling Name, Local Only, and Full Calling Name. Use TA Trigger Whether or not outbound calls will use the TA trigger for billing and routing. Calling Name Point Code The point code used for Calling Name expansion. This point code is defined in the following format: network.cluster.member (e.g. 1.12.234). OZZ The OZZ code to use if the switch routing the outgoing calls placed by ACD is configured to act as an Intermediate Tandem (IT) or an Access Tandem (AT). FTP Archiving Enabled Whether or not call recording files should be archived on an FTP server. Server Address The IP address of the FTP server on which the recordings will be archived. Server Port The port number of the FTP server on which the recordings will be archived. Username Username used to login to the FTP server. Password Password used to login to the FTP server. 4.1.1.4 Call Center Access Numbers The Access Numbers tab (see Figure 4-12) is used to manage the list of phone numbers that may be called to reach the call center. This list mirrors the phone numbers defined in the Address Info tab of the call center s subscriber record. Adding or deleting phone numbers from either list will affect both lists. Checking the TA Access Number checkbox next to an access number will indicate that calls dialed directly to an agent should be forwarded to that number. One 7-digit and one 10-digit access number may be checked. March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

34 4. Subscriber Management Figure 4-12 Access Numbers To add a new access number, press the Add button below the list. An Add New Access Number window (see Figure 4-13) will be displayed. Enter the 7 or 10-digit access number into the Phone Number field and press the OK button. Figure 4-13 Add Access Number To delete an access number, select the number in the list and press the Delete button below the list. A delete confirmation prompt will be displayed. Press Yes in the prompt to complete the deletion. 4.1.2 Department Management The following sections provide details for adding, deleting, and configuring an ACD call center. Section 4.1.2.1 - Adding a Department Section 4.1.2.2 - Deleting a Department Section 4.1.2.3 - Department Settings Section 4.1.2.4 - Department Access Numbers 4.1.2.1 Adding a Department Follow these steps to add a department to an ACD call center: SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

4. Subscriber Management 35 1). Select in the Call Center treeview (in the middle of the Subscriber Management screen) the icon of the call center (e.g., ) to which the department will be added. 2). Press the Add button below the Call Center treeview to display the Add New Department window (see Figure 4-14). Figure 4-14 Add New Department 3). Enter a Description of the new department and enter the default Access Number that may be called to reach the department. If the entered number matches an existing subscriber or service group then the Description field will change to the name that matches the entered number. 4). Press the OK button when finished. The department item will now be displayed in the treeview and can be selected to display the department settings (see Figure 4-16). The department will also be added as a service group below the parent subscriber. Agents and additional access numbers can now be added to the department (see Section 4.1.3.1 - Adding an Agent and Section 4.1.2.4 - Department Access Numbers). 4.1.2.2 Deleting a Department Follow these steps to delete a department from an Service call center: 1). Select in the Call Center treeview (in the middle of the Subscriber Management screen) the icon of the department (e.g., ) you wish to delete, as illustrated in Figure 4-15. March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

36 4. Subscriber Management Figure 4-15 Department Selected 2). Press the Delete button located below the Call Center treeview. A delete confirmation prompt will be displayed. Choose Yes in the prompt to remove the department from the call center. The department record will remain in the system as a service group below the subscriber. Any agents associated with the department will remain in the system as service groups below the subscriber and will not be removed from any other departments to which they have been added. 4.1.2.3 Department Settings Selecting a department (e.g., ) in the Call Center treeview (in the middle of the Subscriber Management screen) will display the agents assigned to the department in the treeview and also the settings of the department in the Department Information tab on the right-hand side of the interface (illustrated in Figure 4-16). See Section 4.1.3 - Agent Management for information on adding and deleting agents from the department. The Department Information tab contains a table of department settings. The table has two columns: A left-hand column to show the name of the settings, and a right-hand column where the value of each setting can be customized by clicking in the field and changing the value. Hovering the mouse pointer over the name of a setting will display a descriptive tooltip of the setting. Descriptions of all settings are given below Figure 4-16. SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

4. Subscriber Management 37 Figure 4-16 Department Information Department Description A name or description associated with this department. This description may be used in various interfaces to help identify this department and can only be edited by selecting the department s service group record in the Subscribers treeview on the left-hand side of the Subscriber Management interface. See the APmax User Manual for more information on the Subscriber Management interface and service groups. Supervisor Mode The method of handling supervisor agents for the department. Options include: Normal, Deferred, and Exclusive. March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

38 4. Subscriber Management Department Digit Selection The digit to dial to select this department from the list of departments configured for this call center. This number must be unique among departments associated with this call center. Record All Conversations Whether or not to record all calls within this department. If Yes, then calls will be recorded for all agents within the department even if their individual Record All Conversations setting is set to No (see Section 4.1.3.3). Likewise, if an agent s Record All Conversations setting is set to Yes then calls for the agent will be recorded even if the department setting is No. Recordings Retention (days) The number of days department recordings should be retained. Department Greeting Specify a custom greeting to play when calling this department. Clicking on the button in this field will display a standard file selection window where a.wav audio file can be selected as the new greeting. Clicking on the button will play the current department greeting in your PC s default.wav audio player. Clicking the button will display a prompt to delete the department greeting. Agent Guard Time (sec) The amount of time (in seconds) after a call before an agent is available for another call. The default value is 30 seconds. SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

4. Subscriber Management 39 Regional Routing Auto-Attendant To specify the Automated Attendant structure that will perform regional routing for this department, press the button. The Set Regional Routing Automated Attendant window (see below) will be displayed. Note: This feature requires version 5.1 or greater of the Voice Mail Service to be installed on the APmax system. Figure 4-17 Set Regional Routing Enter the Mailbox Number of the Automated Attendant mailbox that will handle the routing. The mailbox must belong to a subscriber with the same billing account number as the call center subscriber. The Description associated with the mailbox will be automatically displayed when a valid Mailbox Number is entered. Press the OK button when finished. To clear this setting, press the button to open the Set Regional Routing Automated Attendant window, delete the Mailbox Number, and press the OK button. Use Focused Agent Before Overflow If set to Yes, then an available Restricted agent will be chosen over another agent that may be available in an overflow department. Outbound Calling Party ID Type Select the the type of calling number (Agent, Department, Call Center, or Custom) that will be delivered with outbound calls. Custom Outbound Calling Party ID Enter the custom calling number to deliver with outbound calls. This field is only enabled if Outbound Calling Party ID Type is set to Custom. Roll Over Queue Depth The number of calls to this department that will be queued before calls are transferred to overflow departments (see Section 4.1.2.5). Oldest calls will be transferred first. If the Roll Over Queue Time (see the following setting) for a call is reached then the call will be transferred no matter where it is in the Roll Over Queue Depth. The default value is 0, which indicates calls will be immediately transferred to overflow departments if all agents in this department are busy, inactive, unavailable, or exclusive. March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

40 4. Subscriber Management Roll Over Queue Time (sec) The number of seconds a call to this department must spend in the queue before being transferred to an overflow department (see Section 4.1.2.5). If the Roll Over Queue Depth (see the previous setting) for a call is reached then the call will be transferred no matter how long it has been in the queue. The default value is 0, which indicates calls will be immediately transferred to overflow departments if all agents in this department are busy, inactive, unavailable, or exclusive. Music On Hold Stream Select the audio stream to play while the caller is on hold. Note: This setting requires the Music On Hold package to be installed. Audio streams are configured in the Music On Hold user interface. Only one Music On Hold stream should be configured at a time in systems with APmax Release 4.2 or less. See Section 5.3 - Music On Hold for more information on interaction between ACD and the Music On Hold Service. Blind Transfer Timeout (sec) The number of seconds to wait for the far end to answer when performing a blind transfer. A value of 0 indicates infinity, effectively preventing the blind transfer from timing out. The default value is 45 seconds. The service will attempt to transfer the call to Voice Mail upon timeout. Select New Agent On Blind Transfer Failure Whether or not a blind transfer call will go back into the agent queue when the blind transfer times out and also fails to be transferred to Voice Mail. Yes will add the call to the queue, and No will end the call. Agent Actions Contact Agent Timeout (sec) The amount of time (in seconds) to wait for an agent to answer. The default value is 30 seconds. Agent Selection Method The method used to select the agent that will receive the next call. Options include: Round Robin - Use a circular method to rotate through the agents, looking for the next available agent. The agent that handled a call the longest time in the past is considered the next available agent. Most Idle - Select the available agent who has the most idle time (time available but not active in a call) over the last 12 hours. Least Used - Selects the available agent who has received the least number of calls over the last 12 hours. All Agents Busy Action The action to take if all agent lines are busy. Options include: Select New Agent or Voice Mail. SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

4. Subscriber Management 41 No Agent Actions No Agents Active Action The action to take if no agent is assigned to this call center. Options include: Select New Agent or Voice Mail. Last Called Agent Actions Last Agent Called Retention Time (min) Number of minutes that the Last Agent Called number is valid. The default value is 480. Last Agent Busy Action The action to take if the last agent to help the customer is busy. Options include: Select New Agent or Voice Mail. Last Agent Unavailable Action The action to take if the last agent to help the customer is unavailable. Options include: Select New Agent or Voice Mail. Direct Dialed Agent Actions Direct Dialed Agent Busy Action The action to take if the direct dialed agent is busy. Options include: Select New Agent, Regional Routing, or Voice Mail. Direct Dialed Agent Unavailable Action The action to take if the direct dialed agent is unavailable. Options include: Select New Agent, Regional Routing, or Voice Mail. 4.1.2.4 Department Access Numbers The Access Numbers tab (see Figure 4-18) is used to manage the list of phone numbers that may be called to reach the currently selected department. This list mirrors the phone numbers defined in the Address Info tab of the department s service group record. Adding or deleting phone numbers from either list will affect both lists. March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

42 4. Subscriber Management Figure 4-18 Access Numbers To add a new access number, press the Add button below the list. An Add New Access Number window (see Figure 4-19) will be displayed. Enter the 7 or 10-digit access number into the Phone Number field and press the OK button. Figure 4-19 Add Access Number To delete an access number, select the number in the list and press the Delete button below the list. A delete confirmation prompt will be displayed. Press Yes in the prompt to complete the deletion. 4.1.2.5 Overflow Departments The Overflow Departments tab (see Figure 4-20) is used to manage the list of departments to which calls will be transferred if all agents in the selected department are busy, inactive, unavailable, or exclusive. Overflow departments will be called in the order in which they are listed. SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

4. Subscriber Management 43 Figure 4-20 Overflow Departments To add an overflow department, press the Add button below the list. A window with a list of the other departments in this call center will be displayed (see Figure 4-21). Select the overflow department from the list of Phone Number field and press the OK button. Figure 4-21 Add Overflow Department To rearrange the order in which overflow departments are called, select an overflow department and use the up and down arrow buttons on the right-hand side of the window to move the department up and down the list. To delete an overflow department, select the department in the list and press the Delete button below the list. 4.1.2.6 Business Information The Business Information tab (see Figure 4-22) is used to associate business names and web pages with incoming phone numbers. This information is displayed to agents when a calling number matches a phone number in this list. March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

44 4. Subscriber Management Figure 4-22 Business Information To create a new entry in the Business Information tab, press the Add button below the list. A window similar to Figure 4-23 will be displayed. Figure 4-23 Add Business Information Enter the following information and press the OK button to complete the entry. Phone Number The incoming 7 or 10-digit phone number to match with this business information. Business A description or name of the business. This field is required. URL The URL of the web page to display when an incoming call is received from the Phone Number. This field is optional. SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

4. Subscriber Management 45 To delete an entry, select the row in the Business Information tab and press the Delete button below the list. 4.1.2.7 Music On Hold Queues The Music On Hold Queues tab (see Figure 4-24)... Figure 4-24 Music On Hold Queues March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

46 4. Subscriber Management Instructions Figure 4-25 Add Instructions Custom WAV Figure 4-26 Add Custom WAV Music On Hold Stream Figure 4-27 Add Music On Hold Stream SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

4. Subscriber Management 47 Music On Hold Announcement Figure 4-28 Add MOH Announcement 4.1.3 Agent Management The following sections provide details for adding, deleting, and configuring an ACD agent. Section 4.1.3.1 - Adding an Agent Section 4.1.3.2 - Deleting an Agent Section 4.1.3.3 - Agent Settings 4.1.3.1 Adding an Agent Follow these steps to add an agent to an ACD department: 1). Select in the Call Center treeview (in the middle of the Subscriber Management screen) the icon of the department (e.g., ) to which the agent will be added. 2). Press the Add button below the Call Center treeview to display the Add Agent window (see Figure 4-29). Figure 4-29 Add Agent March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

48 4. Subscriber Management 3). Enter into the Public Phone Number field the 10-digit number clients will dial to access the agent directly. If the entered phone number matches an existing agent then the Station Number and Name fields will be populated with the current agent information. If the entered phone number does not match an existing agent then enter into the Station Number field the SIP address or 10-digit phone number that will be outdialed to reach the agent, and also enter a description of the agent into the Name field. 4). Press the OK button. The agent item will now be displayed in the Call Center treeview and can be selected to display the agent settings (see Figure 4-30). If this is a new agent record then it will also be added as a service group below the parent subscriber. 4.1.3.2 Deleting an Agent Follow these steps to delete an agent from an ACD department: 1). Select in the Call Center treeview (in the middle of the Subscriber Management screen) the icon of the agent (e.g., ) you wish to delete. 2). Press the Delete button located below the Call Center treeview. A delete confirmation prompt will be displayed. Choose Yes in the prompt to remove the agent from the department. The agent record will remain in the system as a service group below the subscriber and will not be removed from any other departments to which it has been added. 4.1.3.3 Agent Settings Selecting an agent (e.g., ) in the Call Center treeview (in the middle of the Subscriber Management screen) will display the settings of the agent in the Agent Information tab on the right-hand side of the interface (illustrated in Figure 4-30). The Agent Information tab contains a table of agent settings. The table has two columns: A left-hand column to show the name of the settings, and a righthand column where the value of each setting can be customized by clicking in the field and changing the value. Hovering the mouse pointer over the name of a setting will display a descriptive tooltip of the setting. Descriptions of all settings are given below Figure 4-30. SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

4. Subscriber Management 49 Figure 4-30 Agent Information Agent Name The name or description associated with this agent. This description may be used in various interfaces to help identify this agent and can only be edited by selecting the agent s service group record in the Subscribers treeview on the left-hand side of the Subscriber Management interface. See the APmax User Manual for more information on the Subscriber Management interface and service groups. Primary Language The primary language of the agent. Options include: English and Spanish. Note: This setting is not used. Secondary Language The secondary language of the agent. Options include: English and Spanish. Note: This setting is not used. Public Phone Number The phone number clients will dial to access the agent directly. The default value is the phone number that was entered when the agent record was created. All phone numbers defined for this agent s service group in the Subscriber Management system will be listed in this selection box and may be selected to change the value of this field. After Hours Phone Number The phone number or SIP address that may be dialed to reach this agent after normal hours. Station Number The 10-digit phone number or SIP address that will be out-dialed to reach this agent. March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

50 4. Subscriber Management Internet Access Select Yes in this field to allow the agent access features at their computer using the Web Portal Service. Select No to disable access to features in the Web Portal Service for this subscriber. If Yes is selected the agent s service group record will be checked when the change is saved to find out if the agent already has a username and password defined for access to Internet applications. If a username and password are not found then the Add Internet User window will be displayed (see Figure 4-31). Figure 4-31 Add Internet User The Sign In Name must be unique among subscribers associated with the same Internet Access service provider and is used by the subscriber to log into Web Portal. It is not case-sensitive and may contain any combination of letters, numbers, and the following symbols: period, hyphen, underscore, at sign. The minimum length of the Sign In Name is 1, and the maximum length is unlimited. The Password is used in conjunction with the Sign In Name to allow the subscriber to log into Web Portal. It is case-sensitive and may contain letters, numbers, and the following symbols: hyphen, underscore. The minimum length is determined by the Password Strength setting. The maximum length is 20 characters. New passwords must be also be entered into the Verify Password field to verify the Password has been typed correctly. The Password Strength meter is used to indicate the strength of a new password. The minimum strength required for new passwords is configured on a per-system basis in the Internet Access Settings interface of the APmax UI. See the APmax User Manual for more information on how Password Strength is determined. Enter the subscriber s Sign In Name and Password, verify the password, and press the OK button to complete the configuring of this subscriber for Internet Access. SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

4. Subscriber Management 51 Supervisor Whether or not this agent is a supervisor. Select Yes or No. Record All Conversations Whether or not to record all calls involving this agent. Select Yes or No. If Yes, then calls will always be recorded for this agent even if they are in a department where the Record All Conversations setting is set to No (see Section 4.1.2.3). Likewise, if the agent belongs to a department where the Record All Conversations setting is set to Yes then calls involving the agent will be recorded even if the agent s setting is No. Exclusivity Mode Select the accessibility of this agent to callers and the whitelist. Options include: Non-Exclusive Accessible to all callers. Restricted Accessible only to whitelist callers unless the Use Focused Agent Before Overflow department option is set to Yes and all all Non-Exclusive agents cannot be reached. Exclusive Accessible only to whitelist callers even if all other agents cannot be reached. Auto-HangUp If set to Yes, the service will attempt to hang up the call if there is only one agent in the call, and the client ends the call, but the agent leg of the call has not been released. If set to No, then the agent leg of the call will not be automatically ended when the client ends the call. Enabled Whether or not this agent is enabled for the selected department. Select Yes or No. Enabling or disabling this field does not affect the operational status of the ACD Console. 4.1.3.3.1 Allowed List The Allowed List tab (see Figure 4-32) is used to manage one or more ranges of phone numbers that are allowed to call the selected agent. Ranges may be as broad as 3-digit NPA or as narrow as a 10-digit directory number. The agent may receive overflow calls from numbers outside of their allowed list unless their Exclusivity Mode is set to Exclusive. March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

52 4. Subscriber Management Figure 4-32 Allowed List To add a range of phone numbers to the Allowed List, press the Add button below the list to display the Add New Allowed List Entry window (see Figure 4-33), enter a range of 3 to 10-digit numbers, and press the OK button. Figure 4-33 Add Allowed List Entry Ranges of allowed numbers can deleted by selecting the appropriate row in the Allowed List and pressing the Delete button. SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

5. Feature Interaction 53 5.1 Calling Name Caller ID messages from the Calling Name Screen Pop feature is an extension of the APmax Calling Name Delivery Database Service that allows Caller ID information to be sent to middleware devices for display on the televisions of subscribers. The full expansion capabilities of the Calling Name Delivery Database Service are available when processing the Calling Name query. When the query is completed, a message is sent to the middleware device via a standard Internet UDP packet containing the calling name information. This feature is accessed by placing an AIN Termination Attempt Trigger on the line of a subscriber. When a call termination is authorized on the subscriber s line, the calling party information is used to perform a Calling Name query. In order to function properly, the APmax s Global Title Translation tables must be properly configured. For more information see the Calling Name service description. 5.2 Voice Mail/Unified Messaging (Automated Attendant) Regional Routing to Auto Attendant is an extension of the APmax Voice Mail/ Unified Messaging service, which allows subscriber mailboxes to be configured as multi-level menu systems that may be used for Automated Attendant functionality (see 4.1.2.3). Subscribers who are Internet Access-enabled can configure their Automated Attendant settings using a web browser and pre-recorded audio files. Subscribers may also call a number to access the administration functions and configure their Automated Attendant settings and record greetings over the phone. For more information see the Voice Mail/Unified Messaging service description. Note: This functionality will not be available unless the following minimum package versions are installed on the APmax: ACD 1.1, Voice Mail/Unified Messaging 5.1, and APmax Release 4.1. March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

54 5. Feature Interaction Note: Using regional routing to route to a call center is not supported and may result in unexpected call handling. 5.3 Music On Hold Administrators that have both the APmax Music On Hold service and the service have an option to integrate Music On Hold streams into their ACD service to be played while customer calls are holding. In the event that no Music On Hold stream is desired, select the empty stream in the drop-down menu of the ACD Subscriber Management UI (see the Music On Hold Stream setting in "Department Settings" on page 36). Note: Administrators should only have one Music On Hold stream configured in the ACD service if they are using any APmax release prior to 4.3. 5.4 APmax Web Portal The ACD service depends upon the MP3Converter that is installed as a component of the APmax Web Portal. If the Web Portal is not installed on the APmax, the stand alone MP3Converter package must be installed. Failure to install this package will result in the inability to play recorded audio conversations. SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

6. Billing 55 There is currently no billing for this service. March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

56 6. Billing SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

7. Administration 57 7.1 Automated Call Distributor Configuration The ACD Configuration add-on allows telephone company service administrators to configure administrative settings on a per-system basis for the Automated Call Distributor (ACD) Service provided by the Innovative Systems APmax. To access the ACD Configuration interface, right-click on the system s icon in the APmax UI Command Center window to invoke a popup menu, and select the System Configuration ACD Configuration command (as illustrated in Figure 7-1 below). The name of the system for which you are configuring ACD settings will be displayed at the top of the ACD Configuration window (Figure 7-2). Figure 7-1 ACD Configuration Menu Command March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

58 7. Administration Figure 7-2 ACD Configuration Window The ACD Configuration window contains the Outgoing Trunk Groups tab (see Section 7.1.1), the Incoming Trunk Groups tab (see Section 7.1.2), and an SSN field for designating the subsystem number to be used by the ACD Service. 7.1.1 Outgoing Trunk Groups The Outgoing Trunk Groups tab is used to manage the list of outgoing trunk groups that can be used when placing calls. To add a trunk group, press the Add button located at the bottom of this section. An Add Trunk Group Map window similar to Figure 7-3 will be displayed. Figure 7-3 Add Trunk Group Map Window Populate the Address and Trunk Group fields (described below) and press the OK button to save the new outgoing trunk group. Address Enter the address to map to an outgoing trunk group. This address may be an NPA-NXX, 0 (all numbers), 7, or 10 digits. SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

7. Administration 59 Trunk Group Select the outgoing trunk group to which the entered address will be mapped. Trunk groups must be defined as Outgoing or 2-way in the Trunk Configuration interface before they will be available to be used for the ACD Service. See the APmax User Manual for more information about the Trunk Configuration interface. To delete an outgoing trunk group entry, select the entry in the Outgoing Trunk Groups list and press the Delete button. A delete confirmation prompt will be displayed. Choose Yes in the prompt to complete the deletion or No to cancel the deletion. 7.1.2 Incoming Trunk Groups The Incoming Trunk Groups tab is used to manage the list of incoming trunk groups that have been designated for the ACD Service. Only incoming or 2- way trunk groups that have been previously configured in the Trunk Configuration interface for the selected APmax system can be added as incoming trunk groups. See the APmax User Manual for more information about the Trunk Configuration interface. Figure 7-4 Incoming Trunk Groups Tab To add an incoming trunk group, press the Add button located at the bottom of the Incoming Trunk Groups tab. An Add Trunk Group Map window similar to Figure 7-5 will be displayed. March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

60 7. Administration Figure 7-5 Add Trunk Group Map Window Select the trunk group you wish to assign to the service and press the OK button. If no incoming or 2-way trunk groups have been configured for the selected APmax system in the Trunk Configuration interface, then there will be no trunk groups present in the Trunk Group selection box. To delete an incoming trunk group from the list, select the trunk group and press the Delete button. A delete confirmation prompt will be displayed. Choose Yes in the prompt to complete the deletion or No to cancel the deletion. SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

Appendix A Agent Call Manager 61 A.1 Agent Call Manager The APmax ACD service provides the Agent Call Manager interface to both configured service agents and supervisors. A.1.1 Accessing and Installing the Agent Call Manager In order to access the Agent Call Manager, the subscriber must first be given the correct site IP address for the console. A.1.1.1 Enter the site IP address for the Agent Call Manager into your selected web browser. March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

62 Appendix A Agent Call Manager Figure A-1: Agent Call Manager In Browser Sign In A.1.1.2 Once the Agent Call Manager has been accessed, the agent may either run the service through the web browser, or they may install the service. The presentation of the Agent Call Manager depends on the user preference and both the browser-run and installed version have the same fields, controls, and functions (if the agent wishes to run the service through web browser, skip to A.1.2). A.1.1.3 Select the Install button within the web browser Agent Call Manager. A.1.1.4 Once selected, the service will install and a Security Warning window will appear (see Figure A-2:). Select the Install button. SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

Appendix A Agent Call Manager 63 Figure A-2: Security Warning Window A.1.1.5 The installed Agent Call Manager will appear. A.1.2 Logging in to the Agent Call Manager Enter the Agent ID and Password within the Agent Call Manager interface. Select the Login button. March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

64 Appendix A Agent Call Manager Figure A-3: Call Manager Login Window A.1.3 Agent Call Manger The Agent Call Manager interface is subdivided into multiple sections including: Section A.1.3.1 - Agent Availability Panel Section A.1.3.2 - Agent Status Section SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

Appendix A Agent Call Manager 65 Figure 0-4 Agent Call Manager March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

66 Appendix A Agent Call Manager Figure A-5: Figure A-6: A.1.3.1 Agent Availability Panel The Agent Availability panel of the Agent Call Manager holds the name of the agent using the console (specified in Subscriber Management) and the availability of that agent. Note: The Agent Availability panel provides Available, Available As Needed, and Available to Allowed List status options for the agent. Supervisors may add more status options as needed (see 4.1.1.3). SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

Appendix A Agent Call Manager 67 Figure 0-7 Agent Availability Panel A.1.3.1.1 Availability Options The agent can change their availability through the Availability Panel drop down menu. The agent may set their availability to one of the following: Available Table A-1 Availability Options Descriptions Available to take all customer calls for the department. Calls will terminate at agent s phone. Available as Needed Calls will terminate at your device if all other agents are not available. Available to Allowed List Call from Allowed List will only terminate at your phone. To set a new availability, select the Availability selection menu. Choose the desired availability. The availability should now appear to be changed within both the Agent Name and Availability section and the Agent Status section. A.1.3.1.2 Status Change The Agent Name and Availability section also includes a status field in which agents may leave a status or a message for other agents or a supervisor. This status may be used for signaling that the agent is going on a break, leaving for the day, will be stepping away from the computer, returning at a certain time, etc. A.1.3.1.3 Within the status field, enter the desired message and/or status. March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

68 Appendix A Agent Call Manager Figure 0-8 Status Field A.1.3.1.4 Press Enter on your keyboard. Note: In order to remove a status from the Status Field and below the Agent Name in the Agent Status section, the agent must highlight the status in the Status Field and press Delete on their keyboard. Figure 0-9 Status Update A.1.3.1.5 Once the agent has pressed Enter, the status/message and the time it was entered will appear in the Status Field and below the Agent Name in the Agent Status section. A.1.3.1.6 Department and Remote Buttons The Agent Availability panel contains a Remote (airplane) and Department button (key). The Remote button (see Figure A-10:) allows the agent to quickly set themselves to remote or not remote (the remote setting allows the caller to take calls from a designated After Hours Phone Number (see 4.1.3.3). The Department button (see Figure A-10:) allows the agent to select which departments they would like to take calls from out of a pre-configured list of departments. Agents will receive calls from departments that are highlighted within the list. SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

Appendix A Agent Call Manager 69 Figure A-10: A.1.3.2 Agent Status Section The Agent Status section shows all of the agents within the select department of the Call Center. Agents will be listed by name and their availability can be viewed from within this section and the In Call options may be accessed. Figure A-11: Agent Status Section A.1.3.3 Navigation Section The Navigation section (see Figure A-12:) of the Agent Call Manager console, allows the agent to navigate through the main Status screen, and the Options screen (see A.1.4.1). It also allows the agent to logout. March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

70 Appendix A Agent Call Manager Figure A-12: Navigation Section A.1.3.4 Department Statistics Section The Department Statistics section (see Figure A-13:) of the Agent Call Manager console, allows the agent to access the different department statistics for the desired call center, allows the agent to place new calls from the console, and allocates a section of the console to provide quick access to multiple departments of the agent s choosing (see A.1.3.4.1). Figure A-13: Department Statistics Section A.1.3.4.1 Adding a Department to Department Statistics Section To add a new department to the agent s Department Statistics section, select the View Another Department button within the section. A dropdown menu will appear, showing all available departments that can be added to the section (see Figure A-14:). Select the desired department. Figure A-14: Department Dropdown Menu SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

Appendix A Agent Call Manager 71 A.1.3.4.2 Remove Departments from Department Statistics Section If, at any point, the agent would like to remove a department from the Department Statistics section, select the X button to the right of each department in the section (see Figure A-15:). Figure A-15: Remove Department A.1.3.4.3 Add Agents to Main Status Screen An agent may add or remove agents (by department) to their Status screen at any time by selecting the Status Screen button in the Department Statistics section (see Figure A-16:). March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

72 Appendix A Agent Call Manager Figure A-16: Status Screen Button A.1.3.4.4 To add departments and their agents to the Status screen, highlight the department from within the dropdown menu (see Figure A-17:). All agents within highlighted departments should appear in Status screen. To remove SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

Appendix A Agent Call Manager 73 departments and their agents from the Status screen, simply make sure the department is no longer highlighted in the dropdown menu. Figure A-17: Adding Departments/Agents to Status Screen March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

74 Appendix A Agent Call Manager A.1.3.4.5 In Call Options The Agent Status section, the In Call options allow agents and supervisors to interact with ongoing customer calls within the call center/department. This feature allows the supervisor to monitor agent calls within their department, while also giving agents the option to include their supervisor in a customer call that needs immediate attention. A.1.3.4.6 To access the In Call options, select the desired agent/supervisor and rightclick to open the In Call selection menu. The menu contains the following options: Table A-2 In Call Options Transfer Pause Recording Not in Conference Place on Hold Flag this Call This allows a supervisor or agent to transfer a customer call to another agent or to a supervisor. Once the call has been transferred, the agent no longer may access the call. Note: This function supports transferring for both 3 and 4 digit extensions. Pause recording to allow for private information to be given by customer. This allows a supervisor or agent to conference in another supervisor or agent within an ongoing call. Place customer call on hold. A call that the agent would like to mark as important in the service records may be flagged at any time. SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

Appendix A Agent Call Manager 75 Figure A-18: In Call Options A.1.3.5 Place Call Screen The Agent Call Manager will display a dial pad will appear, featuring a dial pad. Enter the desired call number in the Call Number field or by clicking the number buttons on the dial pad. March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

76 Appendix A Agent Call Manager A.1.3.5.1 Placing a Call To place a call, enter the desired phone number into the dial field (the phone number may entered through the agent desktop keypad or by pressing the Agent Call Manager interface keypad buttons). Figure A-19: Place Call Screen SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

Appendix A Agent Call Manager 77 A.1.3.5.2 Once the desired call number has been entered, press the Place Call button. Note: If the agent chooses not to call the number at the current time, press the Cancel button. The next time the Place Call button is pressed, the last dialed number will still be present in the Call Number field. The call number must be deleted before entering a new call number. Figure A-20: A.1.3.5.3 When placing a call through the Agent Call Manager console, pop-up window will appear on the agent s computer screen showing the number that is being called. If the entered number is saved within the service UI, other agent or customer information may appear (see Figure A-21:). Figure A-21: Place Call Pop-up Window March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

78 Appendix A Agent Call Manager A.1.4 Agent Incoming Call When an agent receives an incoming call, a window with the current call information will appear in the Agent Call Manager. The window also has the option to record a call, mute a section of the call being recorded, flag a specific call, conference in a supervisor or agent, and a window with the current call information will appear in the Agent Call Manager. SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

Appendix A Agent Call Manager 79 Figure A-22: Incoming Call Screen A.1.4.0.4 Options The Options screen allows the agent to set their availability to take call within the department queue and to add phone numbers to their Allowed List. March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

80 Appendix A Agent Call Manager A.1.4.0.5 End of Call Screen When the agent has finished a customer care call, a End of Call screen will appear. Figure A-23: SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

Appendix A Agent Call Manager 81 To choose a wrap-up code, click the wrap-code selection menu from the screen, and select either Follow-up Required if the customer call requires further attention or Resolved if the customer call has no further issues that will need attention (see Figure A-24:). Figure A-24: Wrap-up Code Selection Menu A.1.4.1 Options Screen The Options Screen allows the agent to add new phone numbers or a number range to their Allowed List (see A.1.4.1.1), and to add/expand extension numbers (see Figure A-25:) or add an After Hours/Remote number (see Figure A-25:). March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

82 Appendix A Agent Call Manager Figure A-25: Options Screen SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

Appendix A Agent Call Manager 83 A.1.4.1.1 Add Phone Number to Allowed List To add a phone number to the Allowed List, enter the phone number into the Add Entry field and select the Add button. Select the Save button. Note: You may enter a single number, an NPA/NXX, or a whole number range (ex: 999.555.1000, 999/555,999.555.1000-999.555.2000). A.1.4.1.2 Remove Phone Number from Allowed List To remove a phone number from the Allowed List, select the blue X beside the existing Allowed List entries. Select the Save button. March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

84 Appendix A Agent Call Manager SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

Appendix B ACD Summary Monitor 85 The ACD Summary Monitor, provides an interface containing department and agent statistics to designated ACD service supervisors. This application provides call statistics for multiple departments and agents. B.1 Summary Monitor The APmax ACD service provides the Summary Monitor interface to both configured service agents and supervisors. B.1.1 Accessing and Installing the Summary Monitor In order to access the Summary Monitor, the subscriber must first be given the correct site IP address for the console. B.1.1.1 Enter the site IP address for the Summary Monitor into your selected web browser. March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

86 Appendix B ACD Summary Monitor Figure B-1: Summary Monitor In Browser Sign In B.1.1.2 Once the Summary Monitor has been accessed, the agent may either run the service through the web browser, or they may install the service. The presentation of the Summary Monitor depends on the user preference and both the browser-run and installed version have the same fields, controls, and functions (if the agent wishes to run the service through web browser, skip to B.1.2). B.1.1.3 Right-click within the web browser Summary Monitor. Select the Install IS.AcdSupervisor Application onto this computer menu option (see Figure B- 2:). SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

Appendix B ACD Summary Monitor 87 Figure B-2: Install Summary Monitor Menu B.1.1.4 Once selected, the service will install and a Security Warning window will appear (see Figure B-3:). Select the Install button. Figure B-3: Security Warning Window B.1.1.5 The installed Summary Monitor will appear. B.1.2 Logging in to the Summary Monitor Enter the Agent ID and Password within the Summary Monitor interface. Select the Login button. March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

88 Appendix B ACD Summary Monitor Figure B-4: Installed Summary Monitor B.2 Summary Monitor Console The Summary Monitor console provides two views for the call center/ department supervisors: Section B.2.1 - Stats View Section B.2.2 - Call History View SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

B.2.1 Stats View Figure B-5: Summary Monitor Window Appendix B ACD Summary Monitor 89 March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

90 Appendix B ACD Summary Monitor B.2.1.1 ACD Summary Screen The ACD Summary screen is separated into multiple sections: the Department section, the Agents Statistics section, and the Calls Statistics section. The Summary is organized by department and then by varying statistics reflecting either agents in the department or the calls they ve taken. B.2.1.1.1 Agents Statistics Section The ACD Summary screen is separated into multiple sections, the first section presents agent statistics (see Figure B-6:). Note: In relation to call center totals, agents are counted for every department they are designated to. For example, if an agent is available and designated to three different departments, the call center will count that agent three separate times. Figure B-6: Agents Statistics Section SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

Appendix B ACD Summary Monitor 91 Table B-1 Agent Statistics Agents Statistics Total Signed In Not Available In Calls Ready Total number of agents assigned to the department. The number of agents in the department that are currently signed in to their Call Monitor Console. The number of agents that have their status set as Not Available within the console. The number of agents within the department that are currently in a customer call. The number of agents within the department that are available to take customer calls. B.2.1.1.2 Call Statistics Section The second section of the ACD Summary screen organizes the customer care calls statistics (see Figure B-7:). Note: Agents conferenced into an active call will have their call time added to the department call time. If this happens often this will increase the average call time significantly as two agents are participating in this call concurrently. Figure B-7: Call Statistics Section March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

92 Appendix B ACD Summary Monitor Table B-2 Call Statistics Definitions Calls Statistics Total Queue Internal Answered Missed Voicemail Agent VM Queued Abandoned Abandoned Q Wait Time (Avg) Length (Avg) Total number of calls received within the department. The number of calls that are currently waiting in the department queue. The number calls that have been made within the department by an agent. The number of calls that have been answered by an agent. The number of calls that have been missed within a department. The number of voicemail messages that have been left for the department. The number of voicemail messages that have been left for agents. The number of calls that are currently waiting in the queue for an agent. Customer disconnected call while connected with an agent Customer disconnected call while still in the department queue The average wait time in the call queue for the department The average customer call length for the department B.2.1.1.3 Department Section The third section of the ACD Summary screen shows all of the departments that the Agents and Calls section define. Each department s statistics are organized by row, and the total for all department statistics can be viewed in the last row of the section (see Figure B-8:). SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

Appendix B ACD Summary Monitor 93 Figure B-8: Department Section B.2.2 Call History View The Summary Monitor console contains a Call History view, which allows the user to view call history information and recordings for any department or agent in the call center for a specified date. Figure B-9: Call History View March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01

94 Appendix B ACD Summary Monitor B.2.2.1 Within the chosen department, select the drop-down menu (see Figure B-10:) of agents to view all call history information for the selected agent (see Figure B-11:). Each call history record includes the time the call started, the number of the calling party, the length of the call, and a recording button (if applicable). Figure B-10: Agent Drop-Down Menu SD1335.01 Innovative Systems, L.L.C. Proprietary March 2013

Appendix B ACD Summary Monitor 95 Figure B-11: Agent Call History March 2013 Innovative Systems, L.L.C. Proprietary SD1335.01