INDeX Agent Assist Administration Manual 38HBK00001SCS Issue 3 (20/02/2002)
Contents INDeX Agent Assist... 3 Introduction... 3 Requirements for Using Agent Assist Administrator... 3 The Components of an Agent Assist Service... 4 Starting and Using the Administrator... 5 Installing the Administrator... 5 Starting the Administrator... 5 Saving Details... 5 Deleting Items... 5 The Agent Assist Screen... 6 Creating a Service, Dialogue & Interactions... 7 Overview... 7 Services... 8 Service Properties... 9 Dialogues... 10 Dialogue Properties... 11 Interactions... 12 The Available Interactions... 14 Overview of Interactions... 14 Statement Interaction... 14 Voice Question Interaction... 15 Numeric Question Interaction... 16 Textual Question Interaction... 17 Selection Interaction... 18 Route Menu Interaction... 19 Menu Option... 20 Extensions & Message Delivery... 21 Overview of Extensions & Message Delivery... 21 Extensions... 22 Extension Properties... 23 Message Delivery Queues... 24 Message Delivery Queue Properties... 25 Queue Message Distribution... 26 Routing Calls through CallFlow Manager... 27 Overview of Agent Assist CallFlow... 27 Routing Callers into a Service... 28 Example of Caller Routing... 29 Manual Agent Access to a Service... 30 Example of Manual Agent Access... 31 Recording Prompts... 32 The Prompts Tab... 32 The Speech Editor... 33 The Standard Prompts... 34 Message Processing... 36 Contents Overview...36 Overdue Messages...37 Agent Assist Supervisor...37 General Setup...37 Overview of General Setup...37 Language...38 Index...40 Administration Manual Page 2
INDeX Agent Assist INDeX Agent Assist Introduction Introduction INDeX Agent Assist allows you to create interactive voice response services. Callers directed to a service are asked a series of questions. The caller's response to each question is recorded and all their responses are combined into a caller's message. Each service is associated with a queue containing details of message processing agents. During working hours (set through the service), Agent Assist notifies any logged on agents of any waiting messages. The agents can then replay the message and record the caller's responses into the appropriate forms or database. The advantage is that callers get an immediate response limited only by the number of available ports into your INDeX Voice Server, not whether there is a human agent available to answer. This allows you to provide 24-hour/7 day services. Agent Assist provides settings for how quickly messages should be processed and what warnings to provide when a message becomes overdue. Caller Agent "Welcome to our brochure request service" "Message left at 09:30 on..." "Please say your name?" "Caller's name was..." "Cathy Jones" "Please say your address?" "Address was..." "24 The Close,..." "Thank you for calling, goodbye" Agent marks message as processed. Message Message alert Requirements for Using Agent Assist Administrator Agent Assist Administrator is a client program used to setup and edit services run by the Agent Assist Server. The Agent Assist Server runs as part of the INDeX Voice Manager. Knowledge of INDeX CallFlow Manager and Conditions Manager is essential along with knowledge of the INDeX switch. Administration Manual Page 3
INDeX Agent Assist The Components of an Agent Assist Service The Components of an Agent Assist Service An Agent Assist service consists of a number of components. These are: CallFlow Manager When Agent Assist is installed, this component of INDeX Voice Manager has two additional Actions Types available. Run Dialogue Action This action is used to route callers into a service. Agent Access Action This action is used to allow agents to call in to the Agent Assist server and process messages waiting from a service. Conditions Manager This INDeX Voice Manager component is used by Agent Assist to set the normal working hours of agents associated with a service. During that period Agent Assist distributes new messages to logged on agents. Service The Agent Assist Server can run multiple services, each with its own set of questions, associated agents and other factors. Dialogue A dialogue consists of opening and closing prompts around a set of interactions that are played to the caller. A service may in fact have more than one dialogue but one can be run at any time. Interactions These are the different types of questions and actions that can be included in a dialogue. They include interactions for spoken, text and number response and branching interactions. Prompts Each interaction requires a number of prompts. Most have a Question and a Transcription prompt plus further prompts according to the interactions type. Question Prompts The Question prompt is played to callers to ask them for their response, ie. "Please say your name?". Transcription Prompts The Transcription prompt is played to agents processing the message, ie. "Caller's name was ". Links Most interactions have Valid Interaction and Retry Interaction links. These are used to set which interaction should follow after the caller has left or failed to leave a valid response. The Route menu interaction can have additional links for whichever key the caller presses. Queues & Message Delivery Each Service is associated with an agent Queue. During the service's working hours this is used to distribute new messages to agents associated with the queue. Extensions/Agents These are the extensions whose message waiting indicators are lit when there are new and unprocessed messages. Administration Manual Page 4
Starting and Using the Administrator Starting and Using the Administrator Installing the Administrator Installing the Administrator Full details of installing the Agent Assist Administrator are detailed in the INDeX Voice Manager Installation manual. Starting the Administrator The Agent Assist Administrator is started from the INDeX Taskbar. 1. In the INDeX Taskbar, locate and click on the icon. 2. The Administrator connects to the service on the Agent Assist Server that the Taskbar is logged onto. Normally there is only one suitable server on a system however, that may not always be the case. To change the server connection: 1. From the menu bar, select File Server connection. 2. A list of detectable servers appears. 3. Highlight the required server and then select Connect. There may be a short pause whilst the client and server connect. 4. If the required server does not appear in the list or no servers appear in the list, select Advanced>>. Select Search Specific Machine, Domain or Workgroup, enter Voice and then click on Search. 5. When the required server is displayed, highlight it and then click on Connect. There may be a short pause whilst the client and server connect. Saving Details Changes made in Agent Assist are saved automatically as you proceed. Deleting Items You can delete items within Agent Assist Administration by highlighting them and then pressing the Delete key. Note that there is no undo facility in Agent Assist Administrator and any changes you make are saved as you proceed. Also you cannot delete items which still have any messages. Administration Manual Page 5
Starting and Using the Administrator The Agent Assist Screen The Agent Assist Administrator screen is shown below. The Agent Assist Screen Across the top of the screen is a series of tabs. Each relates to a different area of Agent Assist setup. Services : This tab is used to setup Agent Assist services, add dialogues and add interactions to those dialogues. See "Creating a Service, Dialogue & Interactions" on page 7. Extensions : This tab is used to setup the details of agents who may receive message indication from Agent Assist. See "Extensions" on page 22. Message Delivery : This tab is used to setup agent queues. These are used to light message indication and arrange callbacks during a service's working hours. See "Extensions & Message Delivery" on page 21. Prompts : This tab shows the library of default prompts held on the Agent Assist server. It can be used to record and edit the prompts. See "Recording Prompts" on page 32. Setup : This tab is used to set the location of the Agent Assist server and the language of the Administrator screens. See "General Setup" on page 37. Administration Manual Page 6
Creating a Service, Dialogue & Interactions Overview Creating a Service, Dialogue & Interactions Overview Creating an Agent Assist service is a multistage process: A. Plan 1. Plan the sequence of questions, prompts and links between interactions. Have details of which agents will be processing the messages and the numbers required for calls into the service. B. Setup the Service, Dialogue and Interactions 1. Create the Service Create the service and apply its basic settings, see "Services" on page 8. 2. Add a Dialogue Create a dialogue within the service; see "Dialogues" on page 10. 3. Add Interactions Add the required interactions and link them, see "Interactions" on page 12. 4. Setup the Interactions Record the required prompts and other settings for each interaction, see "The Available Interactions" on page 14. C. Setup the Service Queue 1. Setup the Extensions Add the details for any agents required for message processing; see "Extensions" on page 22. 2. Setup Message Delivery and Create a Queue Create a new queue, see "Message Delivery Queues" on page 24. Add the required agents and service to the queue. D. Call Routing 1. External Callers Add a Run Dialogue action within INDeX CallFlow Manager to route callers to the service to leave messages. See "Routing Callers into a Service" on page 28. 2. Agents Add an Agent Access action within INDeX CallFlow Manager to route agents to the service to process messages. See "Manual Agent Access to a Service" on page 30. E. Testing 1. Test the service and the call routing for both external callers and for agents. This may require you to temporarily alter the Working Hours condition and other settings to test the sending of alerts, etc. Administration Manual Page 7
Creating a Service, Dialogue & Interactions Services Services Services are shown as icons in the left-hand panel. When you highlight a service, its properties appear in the top right-hand panel. Click on the or box next to a service to show or hide its dialogues. The link shown below a service links it to its current dialogue. Adding a Service 1. From the list of Available Operations, click and drag the Add Service icon ( ) to the left-hand panel. 2. Edit the Service Properties that appear in the right-hand panel (see "Service Properties" on page 9). Deleting a Service Note: A service cannot be deleted if there are still any messages associated with that service. 1. Highlight the service and press Delete. Selecting the Current Service Dialogue A service can contain several different dialogues, each shown as an icon ( ). Only one of those dialogues can be in use as the service's current dialogue. The current dialogue is shown by the link symbol ( ) under the service. 1. Click on the link symbol ( ) and drag the cursor to the required dialogue. Administration Manual Page 8
Creating a Service, Dialogue & Interactions Services Service Properties When you select a service ( ) in the left-hand panel, its properties appear in the right hand panel. You can then make changes as required. Name: Used to identify the service within Agent Assist and within other INDeX Voice Manager programs. Working Hours: The condition used to set when messages are distributed for agent processing and the timing for overdue messages. Click on the drop down list to display available conditions. Click on Edit to start the Conditions Manager and edit or create a condition. Response time: The target time (within Working Hours) for a message to go from 'new' to 'processed'. If exceeded then the message is treated as 'overdue'. Delete Msgs after: The number of days after which processed messages are deleted. Next Reference No: The reference number to give to the next message. Note that if a higher number message already exists, then that number plus one is used. Supervisor mailbox: The mailbox number for supervisor warnings from the service. This mailbox must exist on the INDeX Voice Manager. Max. Reminder Time: Agents can postpone processing a message and set a reminder time for it to return to them. This option sets the maximum reminder time allowed. Message Info. Playback Options: When an agent accesses a message, this section sets the information played to the agent before they hear the message contents. Message Retention: Sets what the service should do with messages. Note that all callers create a message even if it only contains details of the call time and date. Store all: Store all messages. Delete blank: Delete messages where the caller does not answer any questions. Do Not Retain: Used where the service does not need to keep messages as they do not require any agent processing, eg. the service is providing a recorded announcement. Administration Manual Page 9
Creating a Service, Dialogue & Interactions Dialogues Dialogues Each service consists of at least one dialogue, shown by a icon. When you highlight a dialogue, its properties appear in the top right-hand panel. Services can contain several dialogues but only one is the current dialogue. In the diagram below the service ( ) has two available dialogues. The name of its current dialogue is shown by the link icon ( ) underneath the service. Click on the or box next to a dialogue to show or hide its interactions. Adding a New Dialogue 1. From the list of Available Operations, click and drag the Add Dialogue icon ( ) onto the service in the left-hand panel. 2. Edit the Dialogue Properties that appear in the right-hand panel. Deleting a Dialogue Note that you may not be able to delete a dialogue if there are any messages associated with it. 1. Highlight the dialogue and press Delete. Selecting the Dialogue's Current Service 1. Click and drag the Current Dialogue link ( ) shown under the service ( ) to the required dialogue ( ) and then release the cursor. Adding Interactions to a Dialogue See "Adding an Interaction" on page 13. Administration Manual Page 10
Creating a Service, Dialogue & Interactions Dialogues Dialogue Properties When you select a dialogue ( ) in the left-hand panel, its properties appear in the right-hand panel. You can then make any changes required. Name: Used to identify the dialogue. Reference Number: Each message is given a message number (setup through the Next Reference No field of the Service Properties). This can be played to the caller before and/or after the dialogue's interactions. Speech: The dialogue can include opening and exit prompts to be played to callers. Opening prompt: Played to the caller before starting the dialogue interactions. Exit prompt: Played to the caller after completing the dialogue interactions. Identifier: This field is not currently used. Administration Manual Page 11
Creating a Service, Dialogue & Interactions Interactions Interactions Each dialogue consists of a sequence of interactions. Each interaction either gives or obtains information. Information obtained from the caller becomes part of the caller's message recorded for processing by an agent. Each interaction can result in a number of outcomes, in most cases either valid or retry. Each outcome can be linked to another interaction or left unlinked and thus ending the dialogue. Click on the or box next to an interaction to show or hide its links. Highlighting an interaction displays its properties in the top right-hand panel. For full details of the different interactions see "The Available Interactions" on page 14. A quick summary of each interaction is given below. Add Statement: Play a prompt to the caller. See "Statement Interaction" on page 14. Add Voice Question: Ask the caller a question and record their reply. See "Voice Question Interaction" on page 15. Add Numeric Question: Ask the caller for a number value using their telephone key pad. See "Numeric Question Interaction" on page 16. Add Textual Question: Ask the caller for a text answer using their telephone keypad. See "Textual Question Interaction" on page 17. Add Selection Question: Ask the caller to select a value from a spoken list by pressing a corresponding key on their telephone. See "Selection Interaction" on page 18. Add Route Menu: Branch the dialogue to different interactions according to which key the caller presses. See "Route Menu Interaction" on page 19. Add menu option: This is not an interaction but is used by the Selection Question and Route Menu interactions to add the individual key press values and links. See "Menu Option" on page 20. Administration Manual Page 12
Creating a Service, Dialogue & Interactions Interactions Adding an Interaction Following the addition of a service (see page 8) and then a dialogue (see page 10), you can then start adding interactions. 1. From the Available Operations panel, click and drag the required type of interaction over to the dialogue and release the cursor. If you release the cursor whilst over the dialogue icon ( ) then the new interaction is added to the end of the dialogue's existing interactions. If you release the cursor whilst over an existing dialogue interaction, the new interaction is added before that interaction. 2. The right-hand panel displays the interactions properties. Edit these as required. Setting a Dialogues Start Interaction 1. Click and drag the First Interaction link ( ) shown under the dialogue icon ( ) to the required starting interaction and release the cursor. Linking Interactions Most interactions have Valid Interaction and Retry Interaction links ( ). These are used to determine which interaction should follow after the caller either makes or fails to make a valid response. Note that each interaction usually includes its own internal repeat options before deciding that a response is not valid. The Route Menu ( ) interactions may also have additional outcomes for each possible key press ( ) linked to them. Links shown as (NONE) indicate the end of the dialogue. 1. Click and drag the required link ( ) to the required following interaction. Editing an Interaction 1. Click on the interaction. Its properties are then shown in the right-hand panel. Edit the properties as required. Deleting an Interaction Note that you may not be able to delete an interaction if there are any messages associated with it. 1. Highlight the interaction and then press Delete. Administration Manual Page 13
The Available Interactions The Available Interactions Overview of Interactions Overview of Interactions This section details the different types of available interactions. Statement Interaction This type of interaction plays a recorded prompt to the caller. It requires no response from the caller and so only has a Next Interaction link which is followed after the prompt has been played. Name: Used to identify the interaction. Prompt: The message to play. Click on Edit to record and name the prompt. Administration Manual Page 14
The Available Interactions Voice Question Interaction Voice Question Interaction This type of interaction asks the caller a question and then after playing a tone records their spoken response. Note that the callers response is taken as terminated by either a period of silence or a key press. Name: Used to identify the interaction. Question: This is the prompt played to callers to ask them a question, eg. "Please state your name after the tone and then press a key". Click on Edit to record and name the prompt. Transcription: This is the prompt played to the agent during message processing, eg. "Caller's name was ". Click on Edit to record and name the prompt. Invalid answer: This prompt is played to the caller if their response does not meet the minimum length setting, eg. "Please repeat your name?". Click on Edit to record and name the prompt. The caller can attempt to respond again after this prompt. No of retries: The number of times the Invalid answer prompt is used before the interaction follows its Retry Interaction link. Min length: The minimum length of response required in milliseconds. Ending silence: The length of silence in milliseconds that is treated as indicating the end of the caller's response. This option can be sensitive to background noise so it is safest to ask the caller to press any key after speaking. Max length: The maximum length of response that will be recorded in seconds. Identifier: This field is not currently used. Administration Manual Page 15
The Available Interactions Numeric Question Interaction Numeric Question Interaction This type of interaction is used to ask the caller to key a numeric value using their telephone keypad. The caller must press the # key after entering the value. When played back the agent will hear the numeric value, eg. if the user enters 1 and 6, the agent will hear "sixteen". Note: To record number sequences such as telephone numbers, use a Textual Question interaction with the Numeric tick box selected, see "Textual Question Interaction" on page 17. Name: Used to identify the interaction. Question: This is the prompt played to callers to ask them a question, eg. "Please enter your age on the telephone key pad?". Click on Edit to record and name the prompt. Remember to instruct the caller to press # after entering the value and to indicate any maximum or minimum values set. Transcription: This is the prompt played to the agent during message processing, eg. "Caller's age was ". The number the caller entered is then played back to the agent as a value. Click on Edit to record and name the prompt. Invalid answer: This prompt is played to the caller if their response does not meet the minimum value or maximum value settings, eg. "Please enter a value between 10 and 100?". Click on Edit to record and name the prompt. The caller can attempt to respond again after this prompt. No of retries: The number of times the Invalid answer prompt is used before the interaction follows its Retry Interaction link. Minimum value: The minimum value accepted as a valid response. Maximum value: The maximum value accepted as a valid response. Identifier: This field is not currently used. Administration Manual Page 16
The Available Interactions Textual Question Interaction Textual Question Interaction This type of interaction is used to ask the caller to enter text using their telephone keypad. It requires the caller to have a keypad marked in the ITU standard alphabetic layout (see below). How Callers Enter Text: Users enter characters by pressing the appropriate key a set number of times, ie. pressing the 3 key selects D, E, F and 3 in that order. The Agent Assist will speak back each character when you press the key. Press the key when the required character is said and press the # key at the end of the whole entry. This and details of the maximum and minimum entry length should be included in the recorded Question. 1 2 = A, B, C. 3 = D, E, F. 4 = G, H, I. 5 = J, K, L. 6 = M, N, O. 7 = P, Q, R, S. 8 = T, U, V. 9 = W, X, Y, Z. 0 # Name: Used to identify the interaction. Question: The prompt played to the caller to ask them to enter a value on their telephone keypad. This should include instructions on how to enter characters (see above) unless this information has already been provided to your callers. Click on Edit to record and name the prompt. Transcription: The prompt played to the agent during message processing. Click on Edit to record and name the prompt. Invalid answer: The prompt played to the caller if their response does not meet the Minimum length and Minimum length settings. Click on Edit to record and name the prompt. Numeric: If ticked, the callers response is treated as just numbers and there is no requirement to press * between characters. This option can be used to accept number sequences such as phone numbers. No of retries: The number of times the Invalid answer prompt is used before the interaction follows its Retry Interaction link. Minimum length: The minimum number of characters required for a valid response. Maximum length: The maximum number of characters recorded as the callers response. Identifier: This field is not currently used. Administration Manual Page 17
The Available Interactions Selection Interaction Selection Interaction This type of interaction is used to ask the caller to select a value using their telephone keypad. That value then becomes their response. The individual values for each key are added by dragging Menu Option actions ( ) onto the interaction, see "Menu Option" on page 20. Name: Used to identify the interaction. Question: The prompt played to the caller to ask them to select a value from the list that they then hear as part of prompt. Click on Edit to record and name the prompt. Use this prompt to record a simple introduction, eg. "You will now hear a list of options". Use the Menu Options Option prompts to record the individual instructions, eg. "1 for yellow". See "Menu Option" on page 20. Transcription: The prompt played to the agent during message processing before they hear the prompt of the Menu option the caller selected, eg "Caller chose..". Click on Edit to record and name the prompt. Invalid answer: The prompt played to the caller if they do not respond. Click on Edit to record and name the prompt. No of retries: The number of times the Invalid answer prompt is used before the interaction follows its Retry Interaction link. Identifier: This field is not currently used. Administration Manual Page 18
The Available Interactions Route Menu Interaction Route Menu Interaction This type of interaction is used to branch the dialogue based on the key the caller presses. The individual branches for each key are added by dragging Menu Option actions ( ) onto the interaction, see "Menu Option" on page 20. Each of these then has a link interaction ( ) option. Name: Used to identify the interaction. Question: The prompt played to the caller to ask them to select a value from the list they will then hear. Click on Edit to record and name the prompt. Use this prompt to record a simple introduction, eg. "You will now hear a list of options." You can then record the separate options using the individual Menu Option Option prompts, see "Menu Option" on page 20. Invalid answer: The prompt played to the caller if they do not press a key. Click on Edit to record and name the prompt. No of retries: The number of times the Invalid answer prompt is used before the interaction follows its Retry Interaction link. Administration Manual Page 19
The Available Interactions Menu Option Menu Option This in not strictly an interaction, it is a component used by Selection Question ( ) and Route Menu ( ) interactions to add different key press links and values. For each key press option required, click and drag an Add Menu Option interaction to the Selection Question or Route Menu interaction. Clicking on the Menu Option then displays its properties in the top right-hand panel. After adding any menu options or altering their keys values or prompts, those changes must be reflected in the prompts recorded as part of the Section Question or Route Menu interaction. The depressed key is the key associated with the menu option. To change this click on the icon of the key required. The Option prompt should be used to record the value associated with that key press. The agent hears this during message processing. When used in Selection Question interactions, that prompt becomes the callers recorded response heard by the agent processing the message. For Route Menu interactions, each Menu Option added has its own interaction link to a following interaction. Administration Manual Page 20
Extensions & Message Delivery Extensions & Message Delivery Overview of Extensions & Message Delivery Overview of Extensions & Message Delivery Each service has a period set as its working hours using a link to a condition set by the INDeX Conditions Manager (see "Service Properties" on page 9). During the working hours of a service, it distributes new messages to agents for processing. Distribution is done by associating services and extensions (agents) with a queue. Several services can share the same queue or each can have its own queue. The process of automatic distribution is in addition to agents manually calling in to process messages, see "Manual Agent Access to a Service" on page 30. Each queue represents a group of agents on the INDeX. During the service's working hours, if the group has no call queuing, then message light indication of any outstanding Agent Assist messages is sent to the group. If any Agent Assist message becomes overdue (see "Overdue Messages" on page 37), then message light indication is sent to the group even if there are other incoming calls. This process gives priority to incoming voice calls and overdue Agent Assist message. It distributes new Agent Assist message during quieter moments. Administration Manual Page 21
Extensions & Message Delivery Extensions Extensions The Extensions tab is used to add details of agents on the telephone system. These are the extensions that will have their message waiting indication lit when there are new messages. The only details required are the agent's directory number and a name. Extensions added in this screen are then available in the Message Delivery screen to be added a queue. Adding an Extension 1. From the Available Operations panel, click and drag the Add Extension ( ) icon onto the list of extensions in the lefthand panel and release the cursor. 2. In the top right-hand panel, enter the Agent Extension Properties. 3. Remember that the agent directory number must also exist on the switch. Deleting an Extension 1. Highlight the extension and press Delete. Editing an Extension 1. In the left-hand panel select the extension you want to edit. Its details will appear in the top right-hand panel. 2. Edit the Agent Extension Properties as required. Administration Manual Page 22
Extensions & Message Delivery Extensions Extension Properties When you select an extension by clicking on it in the list of extensions, its properties are shown in the right-hand panel. Number : This is the directory number of the agent on the telephone system. Description : This is a name that will be associated with the extension within Agent Assist. It is desirable that this matches the directory name on the INDeX telephone system. Administration Manual Page 23
Extensions & Message Delivery Message Delivery Queues Message Delivery Queues Clicking on the Message Delivery tab displays the existing queues. These are used to light message indicators on the phones of associated agents when the service has messages needing processing. Each queue consists of two elements, its associated extensions (agents) and associated services. Adding a Queue 1. From the list of Available Operations, click and drag the Add Queue icon ( ) over to the left hand panel and release the cursor. 2. In the right-hand panel, edit the Queue Properties. Adding Extensions and Services to a Queue 1. From the list of Available Operations, click and drag the required extension ( ) or service ( ) over to the queue and then release the cursor. Adding New Extensions This is done in the Extensions tab, see "Extensions" on page 22. Deleting a Queue 1. Highlight the queue and then press Delete. Administration Manual Page 24
Extensions & Message Delivery Message Delivery Queues Message Delivery Queue Properties When you select a queue ( ) in the left-hand panel, its details appear in the top right-hand panel. You can then edit those details as required. Name: This name is used to identify the queue. Agent access no.: This is the number agents dial to call in and process messages within a service. The number must be setup on the INDeX as a group containing the voice manager ports or group. It must also be a Start action within INDeX Callflow Manager. Refer to "Manual Agent Access to a Service" on page 30. Enable Callback: Allows the Agent Assist to ring agents in the Monitor/Callback to group number to process messages. Monitor/Callback to: This is the group on the telephone system to which the queue should distribute calls during the working hours of any service associated with the queue. The group should contain the appropriate agent directory numbers. Administration Manual Page 25
Extensions & Message Delivery Queue Message Distribution Queue Message Distribution The main purpose of Agent Assist queues is to direct the distribution of messages from the services associated with each queue. This is done in conjunction with each services Working Hours condition. The diagram below shows how the alert for a message reaches a group of agents. Administration Manual Page 26
Routing Calls through CallFlow Manager Overview of Agent Assist CallFlow Routing Calls through CallFlow Manager Overview of Agent Assist CallFlow Calls into a service, either by agents or callers are achieved through the INDeX CallFlow Manager. When Agent Assist is installed, CallFlow Manager clients see two additional action types that can be used in their action plans. Run Dialogue Action : This action type is used to route callers from INDeX CallFlow to a specific service within Agent Assist. Agent Access Action : This action type is used by agents to manually call into Agent Assist and process messages from a specific service. Administration Manual Page 27
Routing Calls through CallFlow Manager Routing Callers into a Service Routing Callers into a Service The Agent Assist Run Dialogue action type is used to route callers to a particular Agent Assist service. 1. Click and drag an Agent Assist Run Dialogue action ( ) onto the action plan. 2. The properties menu should appear, if not then right-click on the icon. Name: This name identifies the action within the action plan. Service: This is the service to which callers will be directed. Use the dropdown list to display the available services. Next: This is the action that will follow when a caller has finished the services current dialogue. Adding a connection within the action plan alters it. 3. Link the action into the rest of the action plan as required, eg. accessing Agent Assist can be given its own Start action or become part of an existing sequence of actions. Using a Give Menu action before the Agent Assist - Run Dialogue Action is a good method for determining whether the user can dial DTMF keys. Users without DTMF can be re-routed to a live agent. If the Agent Assist Run Dialogue action follows from a Give Menu action, you must ensure that the corresponding key tick box in the Give Menu action properties is ticked. 4. When completed, use Save and make live to put the changes to the action plan into effect. Administration Manual Page 28
Routing Calls through CallFlow Manager Example of Caller Routing Example of Caller Routing The diagram below outlines the actions that route a caller into an Agent Assist service in order to hear its current dialogue. The initial routing of callers to group 883 can be achieved in a variety of ways through INDeX switch programming. Typical methods will be DDI and pilot numbers. Administration Manual Page 29
Routing Calls through CallFlow Manager Manual Agent Access to a Service Manual Agent Access to a Service The Agent Assist - Agent Access action type is used to route agents to a particular Agent Assist service. 1. Click and drag an Agent Assist Agent Access action ( ) onto the action plan. 2. The properties menu should appear, if it does not then right-click on the icon. Name: This name identifies the action within the action plan. Service: This is the service to which the agent will be directed. Use the dropdown list to display the available services. Next: This is the action that will follow when an agent has finished processing messages. Adding a connection within the action plan alters it. 3. Link the action into the rest of the action plan as required, eg. accessing Agent Assist can be given its own Start actions or become part of an existing sequence of actions. 4. When completed, use Save and make live to put the changes to the action plan into effect. Administration Manual Page 30
Routing Calls through CallFlow Manager Example of Manual Agent Access Example of Manual Agent Access The diagram below outlines the actions that route an agent into a service in order to process messages. The initial group (group 882 in this example) is also the Agent access no. settings of the Agent Assist queue with which Service Z is associated. Typically this method will be used for agents to process messages outside the service's working hours setting. Administration Manual Page 31
Recording Prompts Recording Prompts The Prompts Tab The Prompts Tab Clicking on the Prompts tab displays the library of prompts that Agent Assist uses. These are in addition to those you may record as part of services and interactions. Agents only hear these prompts during message processing. For consistency ensure that you use the same person to record the prompts. 1. From the list of prompts select the prompt you want to alter. 2. In the right hand panel click on Edit to display the Speech Editor. Use this to alter the recording or its script, see "The Speech Editor" on page 33. Note: It is not possible to re-record numbers spoken to callers as message reference numbers. Administration Manual Page 32
Recording Prompts The Speech Editor The Speech Editor The Agent Assist Administrator uses a standard Speech Editor to record the various prompts. Entering the extension number of an INDeX phone, allows the use of that phone for recording and playback of prompts. Clicking on the Advanced >> button expands the Speech Editor to display additional functions. This includes a Script box into which you can type the spoken words that should be recorded as the prompt. Administration Manual Page 33
Recording Prompts The Standard Prompts The Standard Prompts This section lists the default standard prompts and the scripts of those prompts. Name Script No More Messages There are no further unprocessed messages Welcome This is the INDeX Agent Assist Messaging Service. Main Menu Next message, dial 1; specific message, dial 2; or for help, dial 0. Main Menu Help To listen to the oldest unprocessed message, dial 1; to listen to a specific message by entering the message number, dial 2. Enter Msg No Enter the message number followed by the 'hash' key. No Such Msg A message with that number does not exist. System Fault Sorry, a fault has occurred - please call back later. Service Not Supported Service not supported. Quote Message Number Please quote reference number In Future Calls in future calls. Playback Menu Previous answer, dial 1; repeat answer, dial 2; next answer, dial 3. Playback Menu with No Answer Previous answer, dial 1; repeat answer, dial 2; main menu, dial 3. Message Message No Message Left No answers were given. Message Menu To mark as processed, dial 1; to mark as unprocessed, dial 2; to hear again, dial 3; to set a reminder, dial 4; to allocate to a specific agent, dial 5; to send as voicemail, dial 6; to call the sender, dial 7; or for help dial 0. Message Menu Help When you have finished dealing with a message, mark it as 'processed' by dialling 1. If a message is processed but needs more work, mark it as unprocessed by dialing 2. You can listen again to the answers for the current message by dialing 3. You can ask the system to call you back with this message at a given time by dialing 4. You can tell the system to restrict giving this message to a specific agent by dialing 5. The current message may be sent to a personal voicemail box by dialing 6. The number from which the message was left may be called by dialing 7. Unknown Option Unknown option - please try again. Enter Agent ID Please enter the ID of the agent to whom you wish to allocate the message. Message Allocated Message has been allocated to agent Unknown Agent Unknown agent. Enter Reminder Minutes Enter how far in advance you want the reminder followed by 'M', 'H' or 'D' for 'minutes', 'hours' or 'days' respectively. Finally press the 'hash' key to finish. For example, key '123#" for 12 days. <SPACE> <SPACE> of approximately 0.5 seconds. Msg Marked Processed Message marked as processed. Msg Marked Unprocessed Message reverted to unprocessed. Answer Not Found Answer not found. No Response Your response was not heard. Database Query Failure unknown. Message in Use That message is currently being processed by another agent. You Entered You entered Input Confirmation Press 'hash' to confirm or 'star' to re-enter. Re-enter Please re-enter now. Administration Manual Page 34
Recording Prompts The Standard Prompts Name Enter Mailbox Number Voicemail Prefix Voicemail Delivered Okay Voicemail NOT Delivered Unable to call sender Unprocessed Message Processed Message Next Letter Reminder Announcement Message Info - and Reminder Callback Time Reminder NOT Allowed Messages Overdue Message Info - message Message Info - new message Message Info - unprocessed Message Info - processed Message Info - reminder Message Info - left Message Info - at Message Info - on Script Please enter the personal mailbox number, where you wish to send this message. Please say any annotation after the tone. The message was sent successfully. The message could not be sent. It was not possible to call the sender of this message automatically. is unprocessed. has been processed. Next letter. with your reminder. and Reminder set for You are not allowed a reminder that far in advance. Please try again. This is the messaging service. There are messages that are now overdue. Message is a new message. is unprocessed. has been processed. with a reminder. was left at on Administration Manual Page 35
Message Processing Message Processing Overview Overview Message processing occurs in two ways. 1. During a Services Working Hours: During the Service's working hours, INDeX Agent Assist sends message alerts to any logged on free agents in the Queue associated with the Service. The agent can respond and hear the message. Whilst the message plays the agent has a range of options available Mark message as processed: Press 1. Indicates to Agent Assist that the message has been played and all the relevant information has been transcribed. Agent Assist will not delete a message until it is marked as processed. Mark message as unprocessed: Press 2. Return the message to the queue still marked as unprocessed. Play message again: Press 3. Repeats the message from its start. Set reminder time for processing later: Press 4. Requests how long the agent wants to delay the processing of the message. This can be up to a maximum time set in the service's properties. The delay is set by entering the number and then 3 (the key with a D for days), 4 (the key with an H for hours) or 6 (the key with an M for minutes) and then #. For example, to enter 12 days you would key 123#. Send to specific agent: Press 5. Requests the agent number and then redirects the message for processing by that agent. If the message becomes overdue then it will return for processing by any available agent. Press # after entering the agent number. Send as voice mail: Press 6. Requests the mailbox number and then sends a copy of the message to that mailbox. The original message still remains on the Agent Assist system to be processed. Press # after entering the mailbox number. Call the sender: Press 7. Allows the agent to call the sender if there is CLI information with the message. 2. Agents can also call into the service. When they do this the Agent Assist provides additional options to select which message they want to hear. Hear next message: Press 1. Hear a specific message: Press 2. Enter the reference number of the message and then press #. Select help: Press 0. Hear oldest unprocessed message: Press 1. Hear a specific message: Press 2. Once a message is selected, the same processing options as above are available. Administration Manual Page 36
General Setup Overdue Messages Overdue Messages Each Agent Assist service has a setting for Response time in minutes. This is the time in which a message should go from new to processed. If this time is exceeded then the message is marked as overdue. Note that the response time is measured within the service's Working Hours setting, ie. messages do not become overdue outside of the set working hours. The system performs several actions when a message becomes overdue: If the message has been sent to a specific agent or has had a reminder set on it, that is ignored, the message becomes available to any agents. Message waiting indication is sent to the message delivery queue even if they are already handling other incoming calls. If a Supervisor mailbox was set in the Service Properties, it receives a warning message. The Agent Assist Supervisor program (see "Agent Assist Supervisor" on page 37) which is monitoring the service, will inform the supervisor that there are overdue messages. Agent Assist Supervisor The Agent Assist Administrator program is used for setting up Agent Assist services. If you want to see the status and other information about messages held by a service once it is running then you should use the Agent Assist Supervisor client. The Agent Assist Supervisor client can be used to show the number of messages and the different status of messages being stored for a particular service. You can run several copies of the Supervisor if you want to monitor more than one service. The Supervisor also allows you to review in detail the history of any individual message, ie. when it was left, when it was first played, which agent marked it as processed, etc. Full details are covered in the Agent Assist Supervisor manual. General Setup Overview of General Setup The Setup tab provides access to functions to set the Administrator programs display language and to change to server on which it looks for the Agent Assist server program and files. Administration Manual Page 37
Language The Setup tab includes a list of languages supported by the Administrator. The current language is shown highlighted. To select another language click on the language required from the list of available languages. Note that the language does not take effect until after you restart the Agent Assist Administrator. Changing the language does not affect prompts and names. Administration Manual Page 38
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Index A Add Dialogue 10 Extension 22 Extension to a queue 24 Interaction 13 Queue 24 Service 8 Service to a queue 24 Add menu option 12 Add numeric question 12 Add route menu 12 Add selection question 12 Add statement 12 Add textual question 12 Add voice question 12 Agent 4 Agent Access action 4, 27, 30 Agent Assist Supervisor 37 Agentaccessno. 25 Agents 22 Automatic message distribution 26 C Call sender 36 CallFlow Manager 3, 4, 27 CLI 36 Conditions Manager 3, 4 Current dialogue 8, 10 Current language 38 Current status 9 D Date left 9 Delete 5 Dialogue 10 Extension 22 Interaction 13 Queue 24 Service 8 Delete all 9 Delete blank 9 Delete msgs after 9 Dialogue 4, 10 Exit prompt 11 First interaction 13 Opening prompt 11 Properties 11 E Ending silence 15 Example 3 Manual Agent access 31 Routing calls into a service 29 Example of message distribution 26 Exit prompt (dialogue) 11 Export 33 Extension 4 Add 22 Add to queue 24 Delete 22 Properties 23 Extensions 22 F Find Server 5 First interaction 13 G Give after message (reference number) 11 Give before message (reference number) 11 Group ID 25 I ID 9 Import 33 INDeX switch 3 INDeX Taskbar 5 Installation 5 Interaction 4, 12 Add 13 Delete 13 First interaction 13 Linking 13 Menu option 20 Numeric question 16 Route menu 19 Selection 18 Statement 14 Textual question 17 Voice question 15 Invalid answer 15 K Keyboard layout 17 L Language 38 Letter keys 17 Library of prompts 32 Link Interactions 13 Links 4 M Manual agent access 30 Max length 15 Max. reminder time 9 Maximum length 17 Maximum value 16 Menu option 20 Message details 37 Message distribution 26 Message history 37 Message info playback options 9 Message processing 36 Message retention 9 Minimum length 17 Minimum value 16 N Name 9, 11 Next Reference no. 9 Number 23 Numeric question interaction 16 O Opening prompt (dialogue) 11 Option key 20 Option prompt 20 Overview 3 Create a service 7 Interactions 12 P PC requirements 5 Play message again 36 Play oldest unprocessed message 36 Playback options 9 Preamble 19 Pre-requisites 3 Processed 36 Processed message retention 9 Prompt 4 Prompts 32 Properties Agent Access action 30 Dialogue 11 Extension 23 Queue 25 Run Dialogue action 28 Service 9 Administration Manual Page 40
Q Question prompt 4 Queue 4, 24 Add 24 Delete 24 Properties 25 R Reference number 11 Reminder Max. reminder time 9 Set 36 Requirements 3 Response time 9 Retention 9 Retry Interaction 4, 13 Route menu interaction 19 Routing calls into a service 28 Run Dialogue action 4, 27, 28 Running 5 S Save 5 Script 33 Selection interaction 18 Send as voicemail 36 Send to specific agent 36 Service 4, 8 Add to queue 24 Agent Access action 30 Current dialogue 8 Manual agent access 30 Properties 9 Routing calls into a service 28 Run Dialogue action 28 Services 3 Setup 37 Speech editor 33 Starting 5 Statement interaction 14 Store all 9 Supervisor 37 Supervisor mailbox 9 T Taskbar 5 Text keys 17 Textual question interaction 17 Time left 9 Transcription prompt 4 V Valid Interaction 4, 13 Viewing messages 37 Voice question interaction 15 W Waste bin icon 5 Working hours 9, 26 Administration Manual Page 41
Performance figures and data quoted in this document are typical, and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract. The company reserves the right to make alterations or amendments to the detailed specifications at its discretion. The publication of information in this document does not imply freedom from patent or other protective rights of Avaya, or others. Intellectual property related to this product (including trademarks) and registered to Lucent Technologies has been transferred or licensed to Avaya. This document contains propriety information of Avaya and is not to be disclosed or used except in accordance with applicable agreements. Any comments or suggestions regarding this document should be sent to "gsspublishing@avaya.com". Copyright 2002 Avaya ECS Ltd. All rights reserved. Avaya Global SME Solutions Sterling Court 15-21 Mundells Welwyn Garden City Hertfordshire AL7 1LZ England Tel: +44 (0) 1707 392200 Fax: +44 (0) 1707 376933 Email: contact@avaya.com Web: http://www.avaya.com Administration Manual Page 42