VOCANOM Web Based Management Tool Administrator's Guide

Mediant 800 VOCANOM Auto Attendant Speech Enabled Directory Assistance VOCANOM Web Based Management Tool Administrator's Guide Version 1.04 February 2013 Document # LTRT 28821

VOCANOM Web-Based Management Tool 1. Introducing VOCANOM Table of Contents 1 Introducing VOCANOM... 7 1.1 Highlights... 7 1.2 Features... 7 1.3 About Mediant 800 MSBR... 8 1.4 About this Guide... 8 2 Getting Started... 9 2.1 Logging In... 9 2.2 Changing the Password... 10 3 Getting Acquainted... 11 3.1 Toolbar... 11 3.2 Navigation Tree... 11 3.3 Work Pane... 12 3.4 Getting Help... 12 3.5 Logging Off... 12 4 Configuring VOCANOM... 13 4.1 Generating a Database... 13 4.1.1 Generating the Database from an LDAP Server... 13 4.1.2 Generating the Database from a csv File... 15 4.1.2.1 Creating a csv File...15 4.1.2.2 Importing the csv File to Generate the Database...17 4.2 Configuring DNISs... 17 4.3 Configuring Flow Settings... 19 5 Managing the Employee Database... 21 5.1 Editing the Database Generated from an LDAP Server... 21 5.2 Updating Employee Details... 22 5.3 Searching the Database for an Employee or for a Department's Employees... 23 5.4 Adding a New Employee to the Database... 23 5.5 Adding a New Department to the Database... 25 5.6 Updating the Database using a csv File... 26 6 Generating Linguistic Reports... 29 7 Managing VOCANOM Users... 31 7.1 Viewing Users... 31 7.2 Editing Users... 31 7.3 Adding New Users... 32 8 Assessing Status, Performing Diagnostics... 33 8.1 Generating Calls Reports... 33 8.2 Viewing Peak Concurrency Details... 34 8.3 Listening to Logged Conversations... 36 Version 1.04 3 February 2013

Administrator's Guide List of Figures Figure 2-1: Login... 9 Figure 2-2: View Employees... 9 Figure 2-3: Change Password Dropdown... 10 Figure 2-4: Change Password... 10 Figure 4-1: LDAP Settings... 14 Figure 4-2: Employees Import / Export... 16 Figure 4-3: Opening CSV Template Prompt... 16 Figure 4-4: View Rules No Rules Configured... 17 Figure 4-5: Add New Rule... 17 Figure 4-6: Viewing DNIS Rules Configured Rules... 18 Figure 4-7: Flow Settings... 19 Figure 5-1: Employees... 21 Figure 5-2: Edit Employee... 22 Figure 5-3: Adding a New Employee... 23 Figure 5-4: Adding a New Department... 25 Figure 5-5: Import Management Import Type - CSV... 26 Figure 5-6: Import Management Import Type - CSV... 26 Figure 5-7: Employees Import / Export... 26 Figure 5-8: Employees Import Uploaded CSV File... 27 Figure 5-9: Employees Import in Process... 28 Figure 5-10: Pre-Import Report... 28 Figure 6-1: Linguistic Reports... 29 Figure 6-2: Export CSV... 29 Figure 7-1: View Users... 31 Figure 7-2: Edit User... 31 Figure 7-3: Add New User... 32 Figure 8-1: Calls Reports... 33 Figure 8-2: Calls Report... 34 Figure 8-3: Calls Reports... 34 Figure 8-4: Call Date Report... 35 Figure 8-5: Call Date Report Chart... 35 Figure 8-6: Calls Reports... 36 Figure 8-7: Call Drilldown Report... 37 Figure 8-8: Listening to a Logged Conversation... 38 List of Tables Table 1-1: VOCANOM Features... 7 Table 3-1: Toolbar... 11 Table 4-1: LDAP Setting Descriptions... 15 Table 4-2: DNIS Settings... 18 Table 4-3: Flow Settings... 20 Table 5-1: Adding a New Employee... 24 Table 5-2: Adding Aliases - Settings... 24 Table 5-3: New Contact Numbers - Settings... 24 Table 5-4: Adding a New Department... 25 Table 5-5: Exporting a csv File of an Existing Database... 27 Table 8-1: Calls Report Parameter Descriptions... 33 VOCANOM Web-Based Management Tool 4 Document #: LTRT-28821

VOCANOM Web-Based Management Tool 1. Introducing VOCANOM Notice This document shows how to configure and manage VOCANOM auto attendant. Information contained in this document is believed to be accurate and reliable at the time of printing. However, due to ongoing product improvements and revisions, AudioCodes cannot guarantee accuracy of printed material after the Date Published nor can it accept responsibility for errors or omissions. Before consulting this document, check the corresponding Release Notes regarding feature preconditions and/or specific support in this release. In cases where there are discrepancies between this document and the Release Notes, the information in the Release Notes supersedes that in this document. Updates to this document and other documents as well as software files can be downloaded by registered customers at http://www.audiocodes.com/downloads. Copyright 2013 AudioCodes Ltd. All rights reserved. This document is subject to change without notice. Date Published: February-7-2013 Trademarks AudioCodes, AC, AudioCoded, Ardito, CTI2, CTI², CTI Squared, HD VoIP, HD VoIP Sounds Better, InTouch, IPmedia, Mediant, MediaPack, NetCoder, Netrake, Nuera, Open Solutions Network, OSN, Stretto, TrunkPack, VMAS, VoicePacketizer, VoIPerfect, VoIPerfectHD, What s Inside Matters, Your Gateway To VoIP and 3GX are trademarks or registered trademarks of AudioCodes Limited. All other products or trademarks are property of their respective owners. Product specifications are subject to change without notice. WEEE EU Directive Pursuant to the WEEE EU Directive, electronic and electrical waste must not be disposed of with unsorted waste. Please contact your local recycling authority for disposal of this product. Customer Support Customer technical support and service are generally provided by AudioCodes Distributors, Partners, and Resellers from whom the product was purchased. For technical support for products purchased directly from AudioCodes, or for customers subscribed to AudioCodes Customer Technical Support (ACTS), contact support@audiocodes.com. Abbreviations and Terminology Each abbreviation, unless widely used, is spelled out in full when first used. Documentation Feedback AudioCodes continually strives to produce high quality documentation. If you have any comments (suggestions or errors) regarding this document, please fill out the Documentation Feedback form on our Web site at http://www.audiocodes.com/downloads. Your valuable feedback is highly appreciated. Version 1.04 5 February 2013

Administrator's Guide Related Documentation Document Name VOCANOM Installation Guide VOCANOM Data Sheet VOCANOM PowerPoint Presentation Mediant 800 MSBR User's Manual Mediant 800 MSBR Hardware Installation Manual VOCANOM Web-Based Management Tool 6 Document #: LTRT-28821

VOCANOM Web-Based Management Tool 1. Introducing VOCANOM 1 Introducing VOCANOM VOCANOM allows a telephone caller to say the name of a person or a department and to automatically be transferred to the requested party, thus avoiding the irritation of searching for phone numbers or waiting to speak to an operator. The solution can be used by external users and by company personnel for internal calls. Combining powerful speech recognition with a simple-to-use conversational interface, VOCANOM provides reliable, 24x7 call routing for the enterprise. The end results are reduced costs, increased productivity, and enhanced caller satisfaction. VOCANOM is designed to run with many types of PBXs (Private Branch Exchange) and easily integrates into both analog and digital networks. VOCANOM is based on AudioCodes' Mediant 800 MSBR. 1.1 Highlights Plug-and-play Easy to use High recognition rates Interfaces to all PBXs (SIP / FXO) Automatic update of employee names (LDAP) Cost reduction, increased productivity 1.2 Features The table below shows VOCANOM features. Table 1-1: VOCANOM Features Feature Description Size of Organization Automatic Update of LDAP Up to 25,000 employees Automatic and dynamic updates from Active Directory or csv file Voice Recognition Call Routing Voice Prompts Privacy rules Time based services Languages Integration with PBX Names Errors Recognizing name of the person or department (including nick names) Error handling, including duplicate names Routing calls to various destinations: office, mobile, home, fax, etc. Prompts with recorded names Privacy rules (based on origin of call) Time based services (time of day, holidays, week-end) Hebrew, English, Russian SIP (using SBC), FXO Version 1.04 7 February 2013

Administrator's Guide 1.3 About Mediant 800 MSBR AudioCodes' Mediant 800 MSBR is an all-in-one, Multi-Service Business Gateway solution, designed to provide converged Voice & Data services for small-to-mid size business (SMB) customers, and to form a well-managed point of demarcation for service providers. The Mediant 800 MSBR is based on AudioCodes' VoIPerfectHD best-of-breed Media Gateway technology, integrating a variety of communication functions into a single platform to support fundamental services, such as VoIP mediation, Data Routing, WAN access, Voice & Data security, survivability, and third party value-added services applications. These services allow smooth connectivity to cloud services. The Mediant 800 MSBR is built upon a highly interoperable VoIP Media Gateway that can be delivered in several pre-defined configurations, supporting a single E1/T1/J1 trunk, up to 4 BRI ports (8 calls) or up to 12 analog (FXS/FXO) ports. In addition, the Mediant 800 MSBR provides enhanced dialing plans and voice routing capabilities along with SIP to SIP mediation, allowing business customers to enjoy the benefits of SIP Trunking services, IP Centrex connectivity, Unified Communications, as well as flexible PSTN and legacy PBX connectivity to VoIP. 1.4 About this Guide This guide is intended for IT managers responsible for administering the enterprise telephony system. The guide shows how to configure and manage VOCANOM available on the Mediant 800 MSBR, using AudioCodes' Web-Based Management Tool (hereafter referred to as Web interface). VOCANOM Web-Based Management Tool 8 Document #: LTRT-28821

VOCANOM Web-Based Management Tool 2. Getting Started 2 Getting Started 2.1 Logging In This section shows how to log in to the VOCANOM Web interface. To log in: 1. Open your Web browser and in the Address field enter the device's OSN server IP address provided by AudioCodes, for example, http://10.62.0.34 Figure 2-1: Login 2. Enter the Username (default = Admin) and Password (default = Admin) and click the Login button; the View Employees page opens by default. Figure 2-2: View Employees Version 1.04 9 February 2013

Administrator's Guide 2.2 Changing the Password VOCANOM allows users to change the default login password. This section shows how to do this. Note: It's advisable to change the default login password for security reasons. Make sure to record the password and locate it in a safe place. To change the password: 1. On the toolbar, click the dropdown: Figure 2-3: Change Password Dropdown 2. Select Change Password; this screen opens: Figure 2-4: Change Password 3. Enter the previous password in the 'Old Password' field and the new password in the 'New Password' field. Re-enter the new password in the 'Confirm Password' field. 4. Click 'Save Changes'; the password is changed. VOCANOM Web-Based Management Tool 10 Document #: LTRT-28821

VOCANOM Web-Based Management Tool 3. Getting Acquainted 3 Getting Acquainted This section gets you acquainted with the VOCANOM Web interface. 3.1 Toolbar The toolbar displays these items: Table 3-1: Toolbar Item Description Home Help Click to return to the Home page (the Employees page under the Management tab) Click to open the Help Click the drop-down in the upper right corner; the popup pops up. Select Change Password to change the password after initially logging in using the default (recommended). Select Logout System to log off from the application after configuring it or after performing a management task. 3.2 Navigation Tree The tree enables you to display pages from which you can configure and/or manage the application. To collapse a node, click it. To expand a node, click it. To hide the tree, click the < arrow adjacent to 'Options Menu'; to display it again, click the > arrow. Version 1.04 11 February 2013

Administrator's Guide 3.3 Work Pane Located to the right of the navigation tree, the work pane is used for configuration and management tasks. For example: 3.4 Getting Help If necessary, contact support@audiocodes.com for guidance. 3.5 Logging Off On the toolbar click the drop-down and select Logout System to log off from the application after configuring it or after performing a management task. VOCANOM Web-Based Management Tool 12 Document #: LTRT-28821

VOCANOM Web-Based Management Tool 4. Configuring VOCANOM 4 Configuring VOCANOM This section shows how to configure VOCANOM using the Web interface. To configure VOCANOM, follow this procedure: 1. Generate a database, either directly from your enterprise's LDAP (Lightweight Directory Access Protocol) server if you have one, or via a csv file containing your enterprise's directory. 2. Import the csv file (if your enterprise doesn't have an LDAP server). 3. Configure DNIS 4. Configure Auto Attendant 4.1 Generating a Database If your enterprise has an LDAP server, you can generate the enterprise's directory database directly from it. If your enterprise doesn't have an LDAP server, use the csv template accessible from the VOCANOM Web interface to manually create a csv file of the phone directory, which you'll then import into the VOCANOM to generate the database. 4.1.1 Generating the Database from an LDAP Server LDAP servers enable enterprises to access and maintain distributed directory information services over IP networks. This section shows how to automatically generate a database of the directory from your enterprise's LDAP server into VOCANOM. Version 1.04 13 February 2013

Administrator's Guide To generate a directory database from an LDAP server: 1. In the Web interface, open the Import Management page (Configuration > Network > Import Management), select LDAP as 'Import Type' and click the now-enabled Change Type button; the LDAP Settings page opens. Figure 4-1: LDAP Settings VOCANOM Web-Based Management Tool 14 Document #: LTRT-28821

VOCANOM Web-Based Management Tool 4. Configuring VOCANOM 2. If your LDAP server isn't a Microsoft server and you don't know from where to get the information, consult your enterprise's IT department. Use the table below as reference when configuring the settings. Table 4-1: LDAP Setting Descriptions Host Parameter Description Defines the name of the LDAP directory server in your enterprise. Port Defines the LDAP port in your enterprise's LDAP directory server. Default = 389. Bind DN Password Search Base Unique ID First Name Last Name Extension Mobile Department Email Filter Options Custom Filter Last Filter (Bind Distinguished Name to Password). Enables the administrator to obtain the enterprise's employee and department information from the LDAP directory server. Defines the LDAP directory server's User Password. Defines the starting point for searches in the LDAP directory server, i.e., the base DN (Distinguished Name). Allocates a unique ID to each employee in your enterprise. Defines the first name of each employee in your enterprise listed in the LDAP directory server. Defines the last name of each employee in your enterprise listed in the LDAP directory server. Defines the phone number extension of each employee in your enterprise listed in the LDAP directory server. Defines the mobile phone number of each employee in your enterprise listed in the LDAP directory server. Defines the department of each employee in your enterprise listed in the LDAP directory server. Defines the email address of each employee in your enterprise listed in the LDAP directory server. Select either Default, Append to Default, or Override Default from the dropdown list. Enter a custom filter, for example, the following filter retrieves enabled records that contain a non-blank displayname, givenname and mail fields: (&(sn=*)(displayname=*)(mail=*)(!givenname=2a*)(!useraccountcontrol=514)) Shows the last filter that was used in the previous LDAP import. 3. Click the Submit button; the database is generated and loaded. 4. In the Web interface, open the Employees page (Management > Enterprise Data > Employees) to edit the database and remove clutter (see Section 5.1 on page 21). 4.1.2 Generating the Database from a csv File This section shows how to generate the database from a csv file of your enterprise's directory. Before generating the database, create the csv file. 4.1.2.1 Creating a csv File This section shows how to create a csv file of the phone directory if your enterprise doesn't have an LDAP server. Version 1.04 15 February 2013

Administrator's Guide To create a csv file: 1. Open the Employees Import/Export page (Management > Import/Export > Employees Import/Export). Figure 4-2: Employees Import / Export 2. Click the here link in To create a basic CSV template file click here; this prompt is displayed: Figure 4-3: Opening CSV Template Prompt 3. You can edit with any word processor; note that the records are TAB delimited. 4. If you want, you can edit with Microsoft Office Excel ; use the 'Text to Columns' feature when opening the template. Develop content for each employee in the enterprise. To facilitate the task, copy and paste from an original source, if possible. 5. Save as 'Text (Tab delimited) (*.txt)' after editing the file. VOCANOM Web-Based Management Tool 16 Document #: LTRT-28821

VOCANOM Web-Based Management Tool 4. Configuring VOCANOM 4.1.2.2 Importing the csv File to Generate the Database This section shows how to import the csv file to generate the directory database. To import the csv file and generate the database: 1. If the file contains headers as the first line, then in the Employees Import / Export page select the 'Skip First Line (Headers)' option. 2. Select the 'Incremental Mode' option to disable old records that do not appear in new csv file. Clear it to merge information in a previous csv file if a csv file of the directory was previously made, with the newly made csv file. 3. Click the Browse button, navigate to the folder in which you saved the csv file and select it. 4. Click the Import CSV File button; the Pre-Import report is displayed. Review the report and confirm changes/additions; the csv file is imported and the database is generated and loaded (see Figure 5-8 on page 28). 4.2 Configuring DNISs DNISs (Dialed Number Identification Services) rout callers to different Auto Attendant prompts. An advertisement prompt may be required for one caller whereas an information prompt may be required for another. DNIS distinguishes callers, enabling VOCANOM to determine which service to provide which caller. Not all DNISs are available to all callers. Enterprises mostly require that an employee calling from within the enterprise will hear a different (shorter) prompt to the prompt which a caller from outside will hear. To configure DNISs: 1. Open the View Rules page (Configuration > Network > Incoming Calls Rules > View Rules): Figure 4-4: View Rules No Rules Configured 2. Click the + sign; the Add New Rule page opens: Figure 4-5: Add New Rule Version 1.04 17 February 2013

Administrator's Guide 3. Configure DNIS settings. Use this table as reference: Table 4-2: DNIS Settings DNIS Setting Description DNIS Configure the DNIS concatenated by @ and the local system's IP and SIP port. E.g.: VPN number: 4444@10.62.0.33:6080 Main number: 4446@10.62.0.33:6080 Flow Main (Default) This plays an extended prompt, including company greeting. It routs callers calling the enterprise from outside. Can be shortened to play like a VPN prompt. VPN This plays an abbreviated Auto Attendant prompt, excluding company greeting. It routs employees calling other employees within the enterprise. Testing This plays a prompt to say a name, and plays that name back to you. Facilitates testing name recognition and recording-playback. Useful to testers. 4. Click Submit; the rule is displayed in the View Rules screen: Figure 4-6: Viewing DNIS Rules Configured Rules VOCANOM Web-Based Management Tool 18 Document #: LTRT-28821

VOCANOM Web-Based Management Tool 4. Configuring VOCANOM 4.3 Configuring Flow Settings This section shows how to configure auto attendant flow settings, customize announcements, and include or exclude caller options so that the voice prompts flow will meet your requirements. To configure auto attendant flow settings: 1. Open the Flow Settings page (Configuration > System > Flow Settings) Figure 4-7: Flow Settings Version 1.04 19 February 2013

Administrator's Guide 2. Configure flow settings. Use this table as reference: Table 4-3: Flow Settings Setting Description Include Department Name in Flow Play "Gling" at the end of prompt Play Selected announcement for Company OR Play Time Of Day Prompt Allow anonymous transfer to mobiles Play short greeting for employees Adds to the prompt the option to transfer callers to a department, as in: Please say the first name and the last name of the person you are trying to reach, or the department name. Applies only if your enterprise features departments and if they're listed in the telephone directory along with the employees. Some enterprises don't feature departments, only employees. Note that if you select this setting, it lengthens the prompt, running the risk of irritating callers. Select this option in order to insert a "Gling" tone at the end of the prompt, to signal the caller when to speak. Default setting is unselected. Select either announcement of company OR time of day prompt. Default is allowed. Clear the option to disallow anonymous transfer to mobiles. By default, the Hello and Welcome to Company x greeting is played. Select the option for it not to play. Clear the option for the full greeting to play (either Company Announcement OR Time of Day Prompt). Note that the greeting may irritate hurried callers, especially internal callers. The extension of the operator Enter the operator's extension. Allow transfer by DTMF, in addition to voice recognition Destination Settings Extension Mobile Voice Mail Home Advanced Barge-In Play the Extension Number Play the Mobile Number Enables callers to skip the identification prompts and go directly to the required extension number by pressing the DTMF keys on the phone. Plays a prompt offering to transfer the caller to the requested party's Office extension (enabled by default). Read-Only. Plays a prompt offering to transfer the caller to the requested party's Mobile extension (enabled by default). Plays a prompt offering to transfer the caller to the requested party's Voice Mail in order to leave a message (disabled by default). Plays a prompt offering to transfer the caller to the requested party's Home telephone number (disabled by default). Select this option to enable callers to barge in at any time during the playing of a prompt, either by talking over the prompt or by DTMF. Clear the option in order to prevent callers from barging in during an announcement. Default = Disabled. Select this option to play the extension number before transferring. Select this option to play the mobile number before transferring. VOCANOM Web-Based Management Tool 20 Document #: LTRT-28821

VOCANOM Web-Based Management Tool 5. Managing the Employee Database 5 Managing the Employee Database This section shows how to manage the employee database using the Web interface, in order to optimize VOCANOM performance. 5.1 Editing the Database Generated from an LDAP Server If your employee database was automatically generated from an LDAP directory server, it'll likely contain nonessential clutter. After generating the database from the LDAP server, disable (deactivate) each nonessential row for optimal VOCANOM performance. To edit the database: 1. Open the Employees page (Management > Enterprise Data > Employees). Figure 5-1: Employees 2. Check for empty rows or rows containing only one or two entries. This usually indicates clutter (though not always). Disable the row (click the icon adjacent to the row). Note: To facilitate database maintenance, it's recommended to disable a nonessential row rather than delete it (by clicking the bin icon ); the result will be that the next time you update the database, nonessential information will not re-enter. In the figure above: The fifth row from the bottom, for example, is missing telephone numbers, i.e., the row is nonessential clutter. It should be disabled for optimized VOCANOM performance. After disabling a row, the row is grayed. Version 1.04 21 February 2013

Administrator's Guide 5.2 Updating Employee Details Employee details change over time, requiring changes to the database. The Web interface enables you to update employee details without using a csv file. To update an employee's details: 1. In the Employees page (Management > Enterprise Data > Employees), click the pen icon in the row of an employee whose details require editing; the Edit Employee page opens: Figure 5-2: Edit Employee 2. Edit the employee's details according to updated information. Use Table 5-1 as reference. Note that the 'UID' field is always grayed (read-only) after an employee is added to the database. VOCANOM Web-Based Management Tool 22 Document #: LTRT-28821

VOCANOM Web-Based Management Tool 5. Managing the Employee Database 5.3 Searching the Database for an Employee or for a Department's Employees The Web interface's Search functionality enables quickly looking up an employee to make sure they're listed in the database and if they are, to verify that their details are correct. Search functionality also enables looking up a group of employees with common properties, for example, their phone numbers contain a certain sequence of digits. To look up an employee: In the Employees page in the 'Search' field, enter the first or last name of the employee to look up and click Go. The search results are displayed. If you cannot remember the employee's name, narrow your search by entering the name of the employee's department (if you know it) in the 'Search' field to display all employees in that department. 5.4 Adding a New Employee to the Database Over time, employees leave an enterprise while others join. The Web interface enables you to add to the database new employees that join or delete employees that leave. To add a new employee to the database: 1. Open the Add New Employee page (Management > Enterprise Data > Employees > Add New Employee). Figure 5-3: Adding a New Employee Version 1.04 23 February 2013

Administrator's Guide 2. Enter the new employee's details using this table as reference. Table 5-1: Adding a New Employee Setting Description UID First Name Last Name Email Department Allocates a unique ID to the new employee Defines the employee's first name Defines the employee's family name Defines the employee's email address Defines the department in which the employee works 3. Click the +Add New Alias button. VOCANOM recognizes employees' nicknames, first names, last names and corruptions, all of which can be configured by adding Alias rows. A caller calling the enterprise will be able to vocalize any of these to be transferred. Table 5-2: Adding Aliases - Settings Alias Setting Description Alias Type Language Enter the alias. Here are examples for the name "Michael Jackson": A first name alias of "Mick" will allow a caller saying "Mick Jackson" to be transferred (in addition to "Michael Jackson"). A last name alias of "Jack" will allow a caller saying "Michael Jack" to be transferred (in addition to "Michael Jackson"). A full name alias "The king" will allow a caller saying "The king" to be transferred (in addition to "Michael Jackson"). From the drop-down, select First Name, Last Name or Full Name corresponding with the 'Alias' setting you entered above. From the drop-down, select the language you require. 4. To add another alias, click the +Add New Alias button again; a new row is added. 5. Click the Submit button; the alias is added. 6. Click the +Add New Contact Number button; the Contact Numbers screen section is displayed. Table 5-3: New Contact Numbers - Settings Contact Numbers Setting Number Type Description Enter the digits of the new contact number to add. From the drop-down, select either the employee's office Extension number, Mobile number, Home number or Voice Mail to which callers can optionally be transferred. 7. Click the Submit button; the new contact number is added. VOCANOM Web-Based Management Tool 24 Document #: LTRT-28821

VOCANOM Web-Based Management Tool 5. Managing the Employee Database 5.5 Adding a New Department to the Database This section shows how to add a new department to the database. To add a new department: 1. Open the New Department page (Management > Departments > Add New Departments). Figure 5-4: Adding a New Department 2. Enter the new department's details using this table as reference: Table 5-4: Adding a New Department Setting Description UID Department Name Extension Alias Language Allocates a unique ID to the new department Defines the department name Defines the department's extension number Enter the alias, for example, Quality Control, if people call QA (Quality Assurance), the department you're adding, by that name. From the drop-down, select the language you require. 3. Click the +Add New Alias button; the Aliases screen section drops down. 4. Configure the Aliases settings; use the table above as reference. To add another alias, click the +Add New Alias button again. 5. Click the Submit button; the View Departments page opens displaying the newly added department and all departments added previously. 6. In the View Departments page, click the icon to disable a row (recommended) or the bin icon to delete a row from the database (not recommended). To update department details, click the row's edit icon. Version 1.04 25 February 2013

Administrator's Guide 5.6 Updating the Database using a csv File This section shows how to update the database by importing a new csv file, if your enterprise doesn't have an LDAP directory server with which to update directly. Updating using a csv file can be more efficient than updating per employee in the Web interface's Employees page, especially if a large number of employees must be added to or removed from the directory simultaneously, for example, when an enterprise lays off tens of employees or if the enterprise acquires or merges with another enterprise. To update the database using a csv file: 1. In the Import Management page (Configuration > Network > Import Management),, select CSV as 'Import Type': Figure 5-5: Import Management Import Type - CSV 2. Click the now-enabled Change Type button and in the alert prompt, click OK: Figure 5-6: Import Management Import Type - CSV 3. Click the here link; the Employees Import/Export page opens: Figure 5-7: Employees Import / Export 4. Export the csv file of the existing database. Select one of the three export options below and then click the Export CSV File button. Export Active & Inactive Employees Export Active Employees List Export Inactive Employees List VOCANOM Web-Based Management Tool 26 Document #: LTRT-28821

VOCANOM Web-Based Management Tool 5. Managing the Employee Database Table 5-5: Exporting a csv File of an Existing Database Export Option Export Active & Inactive Employees List Export Active Employees List Export Inactive Employees List Description Makes a csv file from the existing database, including all employees, i.e., those who have been disabled/deactivated as well as those who are active (see Note) Makes a csv file from the existing database but only includes active employees who have not been disabled/deactivated (see Note) Makes a csv file from the existing database but only includes deactivated employees who were disabled/deactivated (see Note) 5. Add the new employees to the csv file, copying and pasting from an original source, if possible, to expedite the task. 6. After developing the content, Save As in UTF-8 encode format and re-import the file to regenerate the directory database. To re-import the file to regenerate the directory database: 1. In the Employees Import/Export page (Management > Import/Export / Employees Import/Export), select the Skip First Line (Headers) option (not mandatory; if there's no Header in the file, do not select it). 2. Select 'Incremental Mode' to disable a previous csv file if a csv file of the directory was previously made. The new csv will take over from the old. 3. Clear 'Incremental Mode' to merge information in a previous csv file if a csv file of the directory was previously made, with the newly made csv file. 4. Click the Browse button and navigate in the File Upload dialog to the to-be-imported csv file, select it and click the Open button; the file is uploaded to VOCANOM. Figure 5-8: Employees Import Uploaded CSV File 5. Click the Import CSV File button; import begins and the Pre-Import Report is generated (see the figure below and the figure below it). Version 1.04 27 February 2013

Administrator's Guide Figure 5-9: Employees Import in Process Figure 5-10: Pre-Import Report The Pre-Import Report shows: How many employees in the to-be-imported csv file are new The difference between previously imported data and to-be-imported data How many items will be enabled Updates old versus new Unchanged items Items that will be disabled what data to include and exclude before you perform the import 6. In the New Entity row (for example) under the View column, click the eye icon: this screen is displayed: The New Entity Report shows all the new entities and associated contact information in the to-be-imported CSV file. 7. In the Update row (for example) under the View column, click the eye icon: this screen is displayed: The Update Report compares entities and associated contact information in the previously imported database with new entities and associated contact information in the to-be-imported CSV file. 8. After making sure that the new CSV file is the file you require, click the Confirm Report button in the Pre-Import Report page; the new file is imported into VOCANOM and the new database is generated and loaded. VOCANOM Web-Based Management Tool 28 Document #: LTRT-28821

VOCANOM Web-Based Management Tool 6. Generating Linguistic Reports 6 Generating Linguistic Reports This section shows how to generate a linguistic report, to be sent to AudioCodes in order to optimize call attendant performance. To generate a linguistic report: 1. In the Web interface, open the Linguistic Reports page (Management > System > Linguistic Reports): Figure 6-1: Linguistic Reports 2. From the drop-down, select the 'Report Type'; select missing recordings or missing transcriptions. 3. Click the Export CSV button; this screen opens: Figure 6-2: Export CSV 4. Select the 'Save File' option, click OK, and send the generated report to AudioCodes for analysis. Version 1.04 29 February 2013

Administrator's Guide Reader's Notes VOCANOM Web-Based Management Tool 30 Document #: LTRT-28821

VOCANOM Web-Based Management Tool 7. Managing VOCANOM Users 7 Managing VOCANOM Users This section shows how to manage VOCANOM users. You can view existing users, edit an existing user's details, reset an existing user's password or delete a user. You can also add a new user to the system. Note: You need 'Administrator' permission to add users. 7.1 Viewing Users To view existing users: In the Web interface, open the View Users page (Management > Users > View Users): Figure 7-1: View Users Notes: Users with the same role as the current user will not be displayed (default = Admin). The Default Users list will be empty. 7.2 Editing Users To edit a user 1. To edit a user, click the row's Edit icon ; this screen opens: Figure 7-2: Edit User 2. From the 'User Role' drop-down, select Administrator, HR Admin or Analyst. 3. Edit, if required, 'User Name', and click the Submit button. 4. In the View Users page, click the row's Reset Password icon to reset the user's password or the Delete user icon to delete the row. Version 1.04 31 February 2013

Administrator's Guide 7.3 Adding New Users This section shows how to add new users. To add a new user: 1. Open the Add New User page (Management > Users > Add New User): Figure 7-3: Add New User 2. From the 'User Role' drop-down, select Administrator, HR Admin or Analyst. 3. In the 'User Name' field, enter an intuitive user name and click the Submit button; the user is added to the authorized list of VOCANOM users. VOCANOM Web-Based Management Tool 32 Document #: LTRT-28821

VOCANOM Web-Based Management Tool 8. Assessing Status, Performing Diagnostics 8 Assessing Status, Performing Diagnostics This section shows how to determine status and diagnose. 8.1 Generating Calls Reports This section shows how to generate a Calls Report enabling status to be determined and diagnosis to be made. To generate a calls report: 1. Open the Calls Reports page (Status & Diagnostics > Reports > Calls Reports): Figure 8-1: Calls Reports 2. Configure the report. Use this table as reference: Table 8-1: Calls Report Parameter Descriptions Parameter Report by From Date / To Date Source Routed to Call Disposition Call duration is more than Call duration is less than Descriptions Filters the report to show All Calls, or calls made on a specfic Call Date, or calls per Call Drilldown. Defines the dates between which to report. Defines the source/s to include in the report: Select either Exact, Begins With, Contains, Ends With Defines the destination/s to include in the report: Select either Exact, Begins With, Contains, Ends With Defines the call type to include in the report: Select either Any, Transferred, Operator, Disconnect Defines the duration of calls to include in / exclude from the report. Defines the duration of calls to include in / exclude from the report. Version 1.04 33 February 2013

Administrator's Guide 3. Click the Generate Report button; the report is generated. Figure 8-2: Calls Report 4. Click the Export CSV button to generate a report which you can save and/or edit (e.g., in Excel). 8.2 Viewing Peak Concurrency Details VOCANOM enables you to view peak concurrency details. To view peak concurrency details: 1. Open the Calls Report page (Status & Diagnostics > Reports > Calls Reports): Figure 8-3: Calls Reports 2. Select the Call Date option. 3. Define the report's period (maximum 30 days) in the 'From Date' and 'To Date' fields. 4. Click the Generate Report button; this report is displayed: VOCANOM Web-Based Management Tool 34 Document #: LTRT-28821

VOCANOM Web-Based Management Tool 8. Assessing Status, Performing Diagnostics Figure 8-4: Call Date Report 5. Click the Display Chart button; this chart is displayed: Figure 8-5: Call Date Report Chart Determine from the chart on what days and at what times most calls were made (peaks) and on what days and at what times fewest calls were made. Note: When peak concurrency reaches the number of available (licensed) channels in the system, new calls are automatically transferred to the operator. If your system's peak concurrency frequently reaches the number of available channels (as in Figure 8-5 for a system with 4 channels), consult AudioCodes on increasing the number of available channels. Version 1.04 35 February 2013

Administrator's Guide 8.3 Listening to Logged Conversations VOCANOM enables you to listen to logged conversations. To listen to a logged conversation: 1. Open the Calls Report page (Status & Diagnostics > Reports > Calls Reports): Figure 8-6: Calls Reports 2. Select the Call Drilldown option. 3. Define report's period (maximum 30 days) using the 'From Date' and 'To Date' fields. 4. Click the Generate Report button: VOCANOM Web-Based Management Tool 36 Document #: LTRT-28821

VOCANOM Web-Based Management Tool 8. Assessing Status, Performing Diagnostics Figure 8-7: Call Drilldown Report 5. In the row of the logged call you need to listen to, click the Call Info icon in order to listen to that conversation: Version 1.04 37 February 2013

Administrator's Guide Figure 8-8: Listening to a Logged Conversation 6. Click the Play button; the recorded conversation plays back. 7. Click the 'x' to close the recording playback. Note: Until Internet Explorer supports HTML5, IE users can save recordings in WAV format and play them using Windows Media Player. VOCANOM Web-Based Management Tool 38 Document #: LTRT-28821

VOCANOM Web-Based Management Tool 8. Assessing Status, Performing Diagnostics Reader's Notes Version 1.04 39 February 2013

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