Contactual Configuration Manager Administration Guide

Transcription

Configuration Manager Guide
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Virtual Contact Center
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8x8, Inc.
Copyright © 2012, 8x8, Inc. All rights reserved.
This document is provided for information purposes only and the contents hereof are
subject to change without notice. This document is not warranted to be error-free, nor
subject to any other warranties or conditions, whether expressed orally or implied in law,
including implied warranties and conditions of merchantability or fitness for a particular
purpose. We specifically disclaim any liability with respect to this document and no
contractual obligations are formed either directly or indirectly by this document. This
document may not be reproduced or transmitted in any form or by any means, electronic
or mechanical, for any purpose, without our prior written permission.
8x8® is a registered trademark of 8x8, Inc.
Version 7.0 Rev. 1.0
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Preface
Use this document to learn how to use the Contactual Configuration Manager to
configure your Virtual Contact Center tenant.
About Contactual
Contactual was acquired by 8x8, Inc in September 2011. Contactual, now part of 8x8
provides a better alternative to traditional call center technologies. With the acquisition,
the OnDemand Contact Center is now renamed to Virtual Contact Center. The Virtual
Contact Center is the fastest and easiest way to deploy a world class contact center.
Virtual Contact Center makes it easy to manage all of your customer interactions –
phone, email and chat - through a single system. Our award-winning solution is 100%
web-based and was developed by industry-leading designers to be extremely easy to use,
thus speeding the adoption process for both agents and supervisors. The Virtual Contact
Center includes all of the functionality you need to provide an exceptional customer
experience: skills based routing, multi-media interaction management, IVR, CTI, case &
contact management, call recording, real-time monitoring, desktop sharing, reporting,
and much more.
8x8, Inc
SALES: 1.877.725.2621
SUPPORT: 1.866.975.2273
www.8x8.com/contactual
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Contents
Preface
About Contactual
Getting Started with the Contactual Configuration Manager
Overview of Configuration Manager Entities and Entity Relationships
Overview of Creating Group, Agent, Queue, and Channel Entities
Logging in to the Configuration Manager
Before you Begin
Overview of Configuration Manager Pages and Tabs
Summary of Configuration Manager Pages
Configuring Account and Tenant Profiles with the Home Page
Viewing Channels, Groups, and Queues in the Summary Tab
Summary of Summary Tab Options
Configuring Account Settings with the Profile Tab
Summary of Profile Tab Options
Configuring Recorded Greetings with the Audio Files Tab
Audio File Formats Supported by Contactual
Verifying Deployment of Uploaded Audio Files
Summary of Audio Files Tab Options
Summary of Audio Files Options
Summary of Voice Files Description Options
Specifying Hours of Operation with the Schedules Tabs
Summary of Schedules Details Options
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Tenant Dial Plans
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Types of Dial Plans
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North American Numbering Plan (NANP)
Viewing a Pre-configured Dial Plan
Testing a Dial Plan
Creating Custom Dial Plan
Selecting a Default Dial Plan
Creating Groups of Agents with the Groups Tabs
Summary of Group Tab Options
Defining Password Policy for Agent Console
Features
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Configuring Password Policy
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Locking Agent/Supervisor Console
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Unlocking an Agent/Supervisor Account
Communicating System Generated Passwords
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Resetting Agent Password
Notifying Agent Lockouts to Administrator
Configuring Agent Identities and Assignments with the Agents Page
Configuring Agent Identification and Preferences with the Personal Tab
Summary of Personal Tab Options
Assigning Agents to Queues with the Queues Tab
Summary of Agents Queues Tab Options
Configuring Agent Access Privileges with the Access Tab
Summary of Access Tab Options
Specifying Queues and Groups to Supervise with the Monitoring Tab
Summary of Monitoring Tab Options
Specifying the Percentage of Agent Interactions to Record with the Recording Tab
Summary of Recording Tab Options
Downloading Agent Recording Files
Overview of Downloading Agent Recording Files
Configuring a Secure FTP Client
Using FileZilla to Download Audio Files
Using Core FTP LE to Download Audio Files
Browsing and Locating Recording Files
Creating and Configuring Queues with the Queues Page
Creating or Editing Phone Queues
Editing Phone Queue Preferences with the Properties Tab
Summary of Phone Queue Properties Tab Options
Selecting Phone Queue Members with the Members Tab
Summary of Phone Queue Members Tab Options
Configuring Phone Queue Voice Mail with the Voice Mail Tab
Summary of Phone Queue Voice Mail Tab Options
Configuring Phone Queue Interactions with the Interactions Tab
Summary of Phone Queue Interactions Tab Options
Configuring Phone Queue Service Level Agreements (SLA)
Summary of Phone Queue SLA Tab Options
Configuring Email Queues
Configuring Email Queue Preferences with the Properties Tab
Summary of Email Queue Properties Tab Options
Selecting Email Queue Agent Members with the Members Tab
Summary of Email Queue Members Tab Options
Configuring Email Message Priorities with the Interactions Tab
Summary of Email Queue Interactions Tab Options
Configuring Email Queue Service Levels with the SLA Tab
Summary of Email Queue SLA Tab Options
Configuring Chat Queues
Configuring Chat Queue Preferences with the Properties Tab
Summary of Chat Queue Properties Tab Options
Selecting Chat Queue Agent Members with the Members Tab
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Summary of Chat Queue Members Tab Options
Configuring Chat Queue Greetings with the ICR Tab
Summary of Chat Queue ICR Tab Options
Configuring Chat Queue Message Priorities with the Interactions Tab
Summary of Chat Queue Interactions Tab Options
Configuring Chat Queue Service Levels with the SLA Tab
Summary of Chat Queue SLA Tab Options
Configuring Chat Queue Email Fallback with the Email Tab
Summary of Chat Queue Email Tab Options
Configuring Voice Mail Queues
Configuring Voice Mail Queue Preferences with the Properties Tab
Summary of Voice Mail Queue Properties Tab Options
Selecting Voice Mail Agent Members with the Members Tab
Summary of Voice Mail Queue Members Tab Options
Configuring Voice Mail Queue Greetings with the IVR Tab
Summary of Voice Mail Queue IVR Tab Options
Configuring Voice Mail Queue Message Priorities with the Interactions Tab
Summary of Voice Mail Queue Interactions Tab Options
Configuring Voice Mail Service Levels with the SLA Tab
Summary of Voice Mail Queue SLA Tab Options
Configuring Voice Mail Notification
Summary of Voice Mail Notification Tab
Configuring Voice, Email, and Chat Channels with the Channels Page
Configuring Phone Channels
Configuring Phone Channel Preferences with the Properties Tab
Summary of Phone Channel Properties Tab Options
Scripting Phone Channel Greetings and Options with the IVR Script Tab
Overview of IVR Script Objects and Operation
Types of IVR Script Objects
Overview of Script Object Parameters
Overview of Script Object Exit points
Overview of IVR Script Operation
Summary of Phone Channel IVR Script Tab Options
Creating an Example IVR Script
Before You Begin
Disabling the Phone Channel Before Editing the Script
Building a Simple Greeting and Routing Script
Creating Menus of Options
Using Caller Information to Process Interactions
Enabling a Phone Channel and Associated IVR Script
Configuring Email Channels
Using Dedicated Contact Center Email Channels
Configuring Email Channel Preferences with the Properties Tab
Summary of Email Channel Properties Tab Options
Scripting Email Channel Message Handling with the Email Script Tab
Summary of Email Channel Email Script Tab Options
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Creating an Example Email Script
Before You Begin
Disabling the Email Channel Before Editing the Script
Deleting Email Messages that Contain Viruses
Inspecting Email Message Subject Lines for a String
Routing Email Messages to Queues
Inserting Stop Processing Objects into Email Scripts
Enabling the Email Channel and Running the Script
Configuring Chat Channels
Configuring Chat Channel Preferences with the Properties Tab
Summary of Chat Channel Properties Tab Options
Scheduling and Specifying Chat Channel Greetings with the Main ICR Tab
Summary of Chat Channel Main ICR Tab Options
Assigning Chat Channel Greetings with the ICR Choices Tab
Summary of Chat Channel ICR Choices Tab Options
Configuring the Contactual CRM with the CRM Page
Add Customer and Case Fields with the Custom Fields Tab
Summary of CRM Add Custom Fields Tab Options
Configure Time to Close and Stall Time Settings with the Escalation Tab
Summary of CRM Escalation Tab Options
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Configuring CRM Properties
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Summary of Properties Tab Options
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Importing Customer Data
Accessing Import Tab
Importing a CSV file
Configuring Customer Support Access Options with the Support Center Page
Enabling Support Center Subsystems with the Properties Tab
Summary of Support Center Properties Tab Options
Specifying Support Center Messages with the Greetings Tab
Summary of Support Center Greetings Tab Options
Specifying Support Center Email Account Information with the Registration Tab
Summary of Support Center Registration Tab Options
Acquiring a Support Center's Access URLs from the Direct URL Tab
Summary of Support Center Direct URL Tab Options
Adding Private Labeling to a Support Center
Before You Begin
Customizing a Support Center
Dialer with Campaign Management
Dialer Campaigns work in cycles
Features
Limitations
Configuring the Dialer
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Configuring Outbound Setup
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Specifying Target CRM Information
Defining CRM Objects
Summary of CRM Objects Tab
Uploading Pre-recorded Messages
Mapping Disposition Code
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Creating a Campaign
Prerequisites
Defining Properties for a New Campaign
Assigning Supervisors to a Campaign
Defining a Search Filter
Specifying Sort Order
Assigning Audio Files to a Campaign
Controlling a Campaign
Pausing a Campaign
Purging a Campaign
Managing a Campaign
Editing a Campaign
Copying a Campaign
Deleting a Campaign
Selecting Addressees and Creating Messages with the Broadcast Tab
Summary of Broadcast Tab Options
Integrating with a Third-party CRM with the Integration Page
Overview of Integrating your Contactual Tenant with Third-party CRMs
Overview of Supported CRMs
Overview of Integration Functionality
Configure Third-party CRM API Access with the CRM API Tab
Summary of CRM API Tab Options
Configure Third-party CRM Triggers with the CRM Triggers Tab
Summary of CRM Triggers Tab Options
Overview of Exchanging Data with a Third Party Process
Example of a CRM Trigger
Configure Third-party CRM Message Popups with the Screen Pop Tab
Summary of Screen Pop Tab Options
Screen Pop Configuration for External CRM
Overview of Screen Pop
Type of Screen Pops
Overview of Screen Pop Event Types
Overview of Screen Pop Data Exchange
Example of a Screen Pop
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Create a Third-party CRM Secure Access Token with the API Token Tab
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Summary of API Token Tab Options
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Status Codes - Overview
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What are status codes?
When do you use status codes?
How do you define status codes?
How do agents use status codes?
How do supervisors use Status Codes?
Configuring Status Code Lists and Settings with the Properties Tab
Summary of Status Codes Properties Tab Options
Defining Status Codes with the Codes Tab
Summary of Status Codes, Codes Tab Options
Examples of Status Codes for Agent Breaks
Choosing Status Code Languages with the Translations Tab
Summary of Status Code Translations Tab Options
Assigning Status Codes to Groups with the Assign Groups Tab
Summary of Status Code Assign Groups Tab Options
Assigning Status Codes to Agents from a Group with the Activate Agents Tab
Summary of Status Code Activate Agents Tab Options
Transaction Codes - Overview
What are transaction codes?
When do you use Transaction Codes?
State the Purpose of Interactions with Transaction Codes
Indicate the Outcome of Interactions with Transaction Codes
Assign Calling Line Identifier with Transaction Codes
How do you create transaction codes?
How do Agents use Transaction Codes?
How do Supervisors use Transaction Codes?
Creating Transaction Codes
Configuring Transaction Code Lists and Settings with the Properties Tab
Summary of Transaction Code Properties Tab Options
Defining Transaction Codes with the Codes Tab
Summary of Transaction Codes, Codes Tab Options
Choosing Transaction Code Languages with the Translations Tab
Summary of Transaction Codes Translations Tab Options
Assigning Queues to use Transaction Code with the Assignments Tab
Summary of Transaction Codes Assignment Tab Options
GLOSSARY
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Getting Started with the Contactual Configuration
Manager
Your Contactual hosted Virtual Contact Center operates as a tenant.
To configure your Virtual Contact Center tenant, use the Contactual Configuration
Manager to:
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Create and configure your contact center's communication channels, interaction
queues, agent accounts, agent groups, and the optional Status Code and Transaction
Codes features.
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Customize the tools and features available to your agents.
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Customize the Contactual CRMalso known as Case and Contact Management.
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Provide Web access to your contact center's channels with an Virtual Contact Center
Support Center.
Integrate your Virtual Contact Center with a third-party CRM, including NetSuite or
Salesforce.com.
Send broadcast messages to your Virtual Contact Center groups.
Overview of Configuration Manager Entities and Entity
Relationships
Four interaction processing and reporting entities determine the primary call-handling
characteristics of your Virtual Contact Center.
Figure 1 illustrates the Virtual Contact Center you will use the Configuration Manager to
create and configure.
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Figure 1: Overview of Virtual Contact Center entities and relationships
Table 1 lists the entities in the order that they process an incoming service requests.
Table 1: Summary of interaction handling and reporting entities
Call handling or
reporting entity
Description of inputs, operation, and outputs
Channels
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Receive new service requests ("calls" or "interactions") from phone,
email, or chat communications media.
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Categorize each incoming service request.
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Send incoming service requests to the appropriate queue.
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Receive service requests from one or more channels.
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Prioritize each service request.
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Send service requests to the agents assigned to the queues.
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Receive prioritized service requests from queues.
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Service the incoming interaction.
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Complete the interaction.
Queues
Agents
Groups
Specify organizational categories, such as Sales or Support, used to analyze
and report upon the performance of the contact center's Channels,
Queues, and Agents.
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Call handling or
reporting entity
Description of inputs, operation, and outputs
Campaigns
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Connects to the Virtual Contact Center CRM, or Salesforce CRM,
searches, and extracts a target call list.
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feeds the call list to an outbound phone queue facilitating automated
outbound dialing.
Overview of Creating Group, Agent, Queue, and Channel
Entities
As shown in Figure 2, an Virtual Contact Center consists of a series of configuration
entities.
To most efficiently use the Configuration Manager to create and configure your contact
center's entities, follow a "top down" hierarchy.
Figure 2 illustrates the contact center planning and configuration hierarchy, and lists the
contact center planning considerations you will use when creating and configuring those
entities.
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Figure 2: Virtual Contact Center planning and configuration hierarchy.
Because the Groups, Agents, Queues, and Channels entities are interrelated, you can save
time if you create and configure the entities in the following order:
1. Create Groups for the categories that will use the Contactual Virtual Contact Center.
Groups may be functional (Support or Sales), or organizational (by team or
management entity).
Creating Groups first enables you to completely create new Agent profiles.
2. Create Agent accounts for all of your contact center agents.
3. Define your contact center's Phone, Email, Chat, and Voice Mail Queues.
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To enable you to assign voice mail rollover to your Phone queues, create your Voice
Mail queues first.
When you create Queues, you can assign one or more previously defined Agents to the
Queue.
4. Configure your Phone Channels, then create Email, or Chat Channels.
To create a Phone Channel, contact Contactual's provisioning department.
5. Configure your Contactual CRM.
Add customized customer, case, and followup fields to your CRM.
Logging in to the Configuration Manager
Contactual will provide you with the URL, username, and password you will use to log in
to your Configuration Manager account.
Before you Begin
Before performing the procedure in this section:
Verify that Internet Explorer is properly configured. For information about configuring
Internet Explorer, see the Contactual Technical Requirements.
Acquire the URL, username, and password for your Virtual Contact Center tenant's
Configuration Manager.
To log in to the Contactual Configuration Manager:
1. In Microsoft Internet Explorer, in the Address bar type the URL of the Contactual
Configuration Manager.
The Contactual Configuration Manager displays the Administrator login page.
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Figure 3: Configuration Manager > Login Screen
2. In the Login page, enter your Configuration Manager username and password.
3. Click Login or press Enter Key.
The Configuration Manager displays the Home page, Summary tab.
Figure 4: Configuration Manager > Home
In the Configuration menu, the Configuration Manager lists the features your tenat has
access to.
Overview of Configuration Manager Pages and Tabs
The Configuration Manager organizes the user interface into four functional areas.
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Figure 5 illustrates the Configuration Manager user interface functional areas.
Figure 5: Configuration Manager user interface, functional areas
Table 2describes the Configuration Manager user interface functional areas.
Table 2: Summary of Configuration Manager functional areas
Functional Area
Description
1: Configuration menu
Use the Configuration menu to select a Configuration Manager page.
The pages listed in the Configuration menu vary depending on your Virtual
Contact Center features and subscription.
For information about each Configuration Manager page, see Table 3
2: Configuration tabs
Each Configuration Manager page contains some number of configuration
tabs.
Tabs divide a Configuration Manager page's top-level access into specific
sub-categories of functionality.
3: Tab options area
Each Configuration Manager tab contains user interface elements you use
to configure a particular configuration task.
This guide includes tables that summarize the options available in each
Configuration Manager tab. To locate information about a tab's option, in
this guide locate the section for the Configuration Manager page, then in
the page's section, locate the information for each of the tabs accessible
from that page.
4: Info area
Click Info to display a concise, context-sensitive, description of the current
Configuration Manager tab.
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Summary of Configuration Manager Pages
Table 3 summarizes the tabs directly accessible from each Configuration Manager (CM)
pages.
Table 3: Summary of Configuration Manager pages and tabs directly accessible from each page
Config. Mgr. Page
Tabs directly accessible from the page
Home
In the Home page, click one of the following tabs:
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Summary
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Profile
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Audio Files
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Schedules
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Dial Plans
For more information about the Home tab, see Configuring Account and Tenant
Profiles with the Home Page, on page 11
Security
Security tab enables setting up password policies for Agent and Supervisor
accounts.
Groups
In the list of Groups, click Edit to access the Group tab.
For more information about the Group tab, see Creating Groups of Agents with the
Groups Tabs, on page 31
Agents
In the list of Agents, click Edit to access the following tabs:
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Personal
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Queues
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Access
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Monitoring
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Recording
For more information about the Agents tab, see Configuring Agent Identities and
Assignments with the Agents Page, on page 40.
Queues
In the list of Queues, for each type of queue, click Edit to access the following tabs:
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Phone: Properties, Members, Voice Mail, Interactions, SLA
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Email: Properties, Members, Interactions, SLA
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Chat: Properties, Members, ICR, Interactions, SLA Email
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Voice Mail: Properties, Members, IVR, Interactions, SLA
For more information about the Queues tabs, see Creating and Configuring
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Config. Mgr. Page
Queues with the Queues Page, on page 56.
Channels
In the list of Channels, for each type of channel, click Edit to access the following
tabs:
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Phone: Properties, IVR Script
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Email: Properties, Email Script
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Chat: Properties, Main ICR, ICR Choices
For more information about the Channels tab, see Configuring Voice, Email, and
Chat Channels with the Channels Page, on page 87.
CRM
In the CRM page, click one of the following tabs:
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Custom Fields
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Escalation Rules
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Properties
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Import
For more information about the CRM tab, see Configuring the Contactual CRM
with the CRM Page, on page 143.
Support Center
In the list of Support Centers, for each type of support center, click Add or Edit to
access the following tabs:
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Properties
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Greetings
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Registration
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Direct URL
For more information about the Support Center tab, see Configuring Customer
Support Access Options with the Support Center Page, on page 157.
Outbound Setup
The Outbound Setup allows defining global properties for campaign management.
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Properties: Select a target CRM to extract the campaign call list data.
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CRM Objects: Define CRM objects and fields to extract the data.
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Audio Files: Upload audio files.
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Disposition Action: Map Transaction codes to disposition actions.
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Config. Mgr. Page
Campaigns
Campaigns page allows defining new campaigns, or controlling or managing
existing campaigns.
Offers the following tabs for defining a new campaign:
Broadcast
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Properties: Define campaign properties
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Supervisors: Assign Supervisors to monitor and control campaigns.
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Filter: Define a search query to filter the target call list data.
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Sort: Define a sort strategy to sort the target call list data.
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Audio Files: Assign pre recorded audio messages to campaigns.
The Broadcast page contains only the Broadcast tab.
For more information about the Broadcast tab, see Selecting Addressees and
Creating Messages with the Broadcast Tab, on page 198.
Integration
In the Integration page, click one of the following tabs:
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CRM API
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CRM Triggers
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Screen Pop
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API Token
For more information about the Integration tab, see Integrating with a Third-party
CRM with the Integration Page, on page 199.
Status Codes
In the Status Codes page, click New or Duplicate to access the following tabs:
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Properties
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Codes
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Translations
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Assign Groups
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Assignments
For more information about the Status Codes tab, see Status Codes - Overview, on
page 220.
Transaction Codes
In the Interaction Codes page, click New or Duplicate to access the following tabs:
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Properties
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Codes
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Translations
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Assignments
For more information about the Interaction Codes tab, see Transaction Codes Overview, on page 235.
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Configuring Account and Tenant Profiles with the
Home Page
Use the Home page to access the Configuration Manager tabs you use to:
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View a summary of your Virtual Contact Center Channels, Groups, and Queues
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Configure your Contactual Configuration Manager account
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Upload and manage your Virtual Contact Center audio file greetings and messages
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Configure your Virtual Contact Center schedules
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Configure your tenant default dial plan or create a custom dial plan.
Viewing Channels, Groups, and Queues in the Summary Tab
Use the Summary tab to view a summary of your Virtual Contact Center Channels, Agents,
and Queues.
To display the Home page, Summary tab, in the Configuration menu, click Home.
Figure 6: Home Page, Summary Tab
Summary of Summary Tab Options
Table 4 summarizes the options available in the Home Page, Summary Tab.
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Table 4: Summary of Home page, Summary tab options.
Summary tab option
Description
Incoming Channels
For each type of Channel, summarizes the number of Channel definitions
of that type.
For more information about Channels, see Configuring Voice, Email, and
Chat Channels with the Channels Page, on page 87.
Agent Groups
For each Group definition, summarizes the number of Agents assigned to
that group.
For more information about Groups, see Creating Groups of Agents with
the Groups Tabs, on page 31.
For more information about Agents, see Configuring Agent Identities and
Assignments with the Agents Page, on page 40.
Queues
For each type of Queue, summarizes the number of Queue definitions of
that type.
For more information about Queues, see Creating and Configuring Queues
with the Queues Page, on page 56.
Configuring Account Settings with the Profile Tab
Use the Profile tab to configure your Configuration Manager account.
To display the Profile tab, in the Configuration menu click Home, then click the Profile
tab.
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Figure 7: Home page, Profile tab
The information in Configuration Manager Profile is grouped under the following areas:
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Administration & File Transfer Passwords: Lets you change your passwords for the
tenant, and secure file transfer protocol. The tenant password is now labeled as
Configuration Manager Password.
Service Notifications – Specify email addresses for administrator and maintenance
email distribution list.
Tenant email – SPAM filtering parameters
Miscellaneous tenant settings – Groups information on the tenant time zone, tenant
label, and options to allow agents to change name, enable SSL API.
Summary of Profile Tab Options
Table 5 summarizes the options available in the Home page, Profile tab.
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Table 5: Summary of Home page, Profile tab options
Profile tab option
Description
Tenant Name
Refers to the name of your tenant. It can be your company name.
The Configuration Manager adds the value of the Company Name text
entry area to the top of the Configuration Manager browser window.
Support Level
Indicates your tenant's support level.
Language
Read-only reminder of the language used to display the Configuration
Manager user interface.
This language setting was applied as requested when your Virtual Contact
Center tenant was originally created and it cannot be changed.
Note: Your Agent Console can select their preferred language separately.
Default Caller ID
Specifies the default caller Id for the tenant. This number is displayed to
the dialed party, as the caller’s phone number, when placing an outbound
call from the OnDemand Contact Center.
Version Package
Specifies the version of Contactual Virtual Contact Center.
Revision
Represents the revision number of Virtual Contact Center.
Named Users Limit
Indicates the maximum number of named users that can be added to the
tenant. This field displays your current subscription plus one or two for
authorized customer support users. Named User functionality provides for
unique personal identity with roles (agent or supervisor) and permissions.
Note: Each Tenant is preconfigured with one or two Named Users at no
charge. These are used by authorized customer support personnel for
troubleshooting purposes. You can identify the preconfigured users by an
assigned group of ODCC support or Contactual support.
Concurrent Access Limit
Indicates the maximum simultaneous users that can log into the Agent or
Supervisor Console. Each Concurrent Access requires a Named User.
One Concurrent Access and one Named User is synonymous with an agent
seat. Named User can also be equivalent to an additional login.
Configured Users
Indicates the number of Named Users currently setup in this tenant. The
difference between the Named Users Limit and Configured Users are the
remaining Named Users quantity that can be profiled.
Tenant Label
Refers to the Tenant Label that appears on top of the Configuration
Manager browser window. You can label the tenant different from Tenant
ID.
Allow agents to change name
Allows agents to change their login name for the Agent Console.
Time Zone
Refers to your contact center's local time zone.
Specifying the time zone enables the Configuration Manager to:
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Profile tab option
Description
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Correctly interpret the hours of operation specified in the Schedule tab.
For more information about the schedule tab, see Specifying Hours of
Operation with the Schedules Tabs, on page 19
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Display time-stamped events in local time.
Maintenance Email
Distribution List(s)
Lists the email distribution list(s) to which maintenance issues regarding the
tenant are mailed.
Administrator's Email(s)
Lists the tenant administrator's email address.
If an Email Channel attempts to retrieve queued emails, and that retrieval
attempt fails, then the Configuration Manager sends email notification to
the administrator.
For more information about Email Channels, see Configuring Email
Channels, on page 116.
Current Configuration Manager Allows changing your password for your Configuration Manager account. To
Password
change the password, enter the current password, and enter the new
password.
New Password
Retype New Password
Note: The password must 8 characters long.
SFTP Password
To change the password for the Secure FTP area used to store your agent
recording files, in both the SFTP Password and Retype SFTP Password text
entry areas type your new SFTP password, then click Save.
For more information about agent recording files, see Specifying the
Percentage of Agent Interactions to Record with the Recording Tab, on
page 51
Enable SSL on Application
Program Interfaces
By default, the Configuration Manager uses secure communications.
Contactual strongly recommends that you always use secure
communications when working with the Configuration Manager.
If you temporarily need to disable secure communications for purposes of
troubleshooting select, in the Profile Tab, clear Enable SSL.
Spam Threshold Level
Choose how strictly Configuration Manager filters administrative email
messages for unsolicited junk email ("spam").
By default, Configuration Manager sets the Spam Threshold Level equal to
5. Choose a lower number to apply stricter spam filtering.
Do not choose a spam threshold setting lower than 3 or higher than 7
unless directed to by Contactual support.
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Profile tab option
Description
Spam Black / White List
If an Email Channel page, Email Script tab, includes a Check Spam script
object, then:
n
Spam Black List: Enter the email addresses of email senders that
Configuration Manager should always classify as spam.
n
Spam White List: Enter the email addresses of email senders that
Configuration Manager should never classify as spam.
Both the Spam Black List and Spam White List text entry areas support the
use of asterisks ("*") as wild-card characters.
Configuring Recorded Greetings with the Audio Files Tab
Use the Audio Files Tab to manage the recorded messages used by your Phone Channels.
To display the Audio Files tab, in the Configuration menu click Home, then click the Audio
Files tab.
Figure 8: Home Page, Audio Files tab
By default, each new Contactual tenant includes a set of placeholder audio files. These
files illustrate the sorts of messages you must customize for use in your Contactual Virtual
Contact Center.
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Audio File Formats Supported by Contactual
Contactual supports the 8 KHz, 16-bit, monaural WAV (.wav filename extension) file
format.
Verifying Deployment of Uploaded Audio Files
You must verify the deployment of an uploaded audio file before referencing that file in
an IVR script.
Before you can place your Virtual Contact Center into production, you must use the Home
Page, Audio Files tab to replace the placeholder Virtual Contact Center audio files with
your own production-quality audio files.
Any time you upload an audio file to the Configuration Manager, in the Audio Files tab,
Voice files description area, you must verify that the embedded audio player can the play
the file.
Playing an uploaded audio file verifies that the Virtual Contact Center has finished
deploying the uploaded file to your contact center tenant. Audio files must be deployed
before they can be referenced in an IVR script.
For information about IVR scripting, see Scripting Phone Channel Greetings and Options
with the IVR Script Tab, on page 89.
Summary of Audio Files Tab Options
This topic contains the following sections:
n
n
Table 6summarizes the options available in the Home page, Audio Files tab.
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Table 6: Summary of Home page, Audio Files tab, Audio Files options
Audio Files option
Description
User tab
Lists the customized audio files uploaded by your Virtual Contact Center
administrator into this Contactual tenant.
When you initially configure a new Contactual tenant instance, the User
tab does not contain any audio files.
When you use the Audio Files tab to upload your company's customized
audio files into the Configuration Manager, the Configuration Manager
stores the uploaded files in the User tab area.
Pre-recorded tab
List the set of default placeholder files currently contained in this
Contactual tenant.
By default, a new Contactual tenant includes a set of placeholder audio
files. These files provide examples of Voice Channel greetings and
messages used in a variety of contact center contexts.
When you use the Audio Files tab to upload the customized audio files
required by your contact center, you will then replace supplant a Prerecorded audio file assignment so that it uses your customized audio file
Table 7summarizes the options available in the Home page, Audio Files tab.
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Table 7: Summary of Home page, Audio Files tab, Voice files description panel options
Voice files description
option
Description
Name
For a customized audio file listed in the User tab, in the Name text entry
area type a descriptive name for the contents of the audio file.
For information about the User tab, see Table 6
Description
For a customized audio file listed in the User tab, in the Description text
entry area type a description for the audio file.
Upload New
To upload a customized audio file into your Contactual tenant, in Upload
New click Browse, then select an 8 KHz, 16-bit, monaural WAV file.
After you upload an audio file, in the Audio Tab (Figure 8), you must verify
that the Virtual Contact Center can play the audio file before referencing
the file in an IVR script. For information about playing uploaded IVR files,
see Verifying Deployment of Uploaded Audio Files, on page 17.
The Configuration Manager does not upload the file until you click Save.
Save
To upload the audio file specified in Upload New, click Save.
The Configuration Manager only enables Save when working with audio
files listed in the User tab.
Delete
To delete a customized audio file, in the User tab select a customized
audio file then click Delete.
The Configuration Manager only enables Save when working with audio
files listed in the User tab.
Type, File Name, Uploaded on, To view details about a customized audio file, in the User tab select a
Size information list
customized audio file.
The Configuration Manager displays the file's details.
Specifying Hours of Operation with the Schedules Tabs
Use the Schedules summary and details tabs to add, edit, or delete Schedules used by
different parts of your enterprise. For example, if your sales and support teams have
different hours of operation, then use the Schedules tabs to create separate schedules for
each of the teams.
To display the Schedules summary page:
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1. In the Configuration menu click Home, then click the Schedules tab to display a list of
tenant schedules.
Figure 9: Home Page, Schedules tab
2. In the list of schedules:
n
Click Add to create a new schedule.
n
Click Edit to view or modify an existing schedule.
n
Click Delete to delete an existing schedule.
The Configuration Manager allows you to edit the Default Schedule, but does not
enable you to delete the Default Schedule.
If you clicked Add or Edit, the Configuration Manager displays the selected schedule's
details page.
Figure 10: Schedule details page
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Summary of Schedules Details Options
Table 8summarizes the options accessible from the Home page, Schedules tab, for a
selected schedule.
Table 8: Summary of Home page, Schedules tab options
Schedules details tab
option
Description
Schedule Name
In the Schedule Name text entry area, type a name that describes the part
of your organization that will use the non-default schedule.
You can associate a named schedule with a particular IVR script behavior.
For example, if you plan to use your Virtual Contact Center to manage
both sales and support interactions, and those two teams have different
hours of operations, then create both a Sales and a Support schedule.
Monday-Sunday, from-to
In a schedule selected for editing, for each day of the week, choose the
time that operation begins and ends.
When you design a Voice Channel's IVR script or an Email Channel's Email
script, you can associate one or more schedules with the customer-facing
behavior of the Channel.
For more information about IVR scripts, see Scripting Phone Channel
Greetings and Options with the IVR Script Tab, on page 89.
For more information about Email scripts, see Summary of Email Channel
Email Script Tab Options, on page 120.
Add
Click Add to create exceptions to the days and times specified in the MondaySunday, from-to area.
Exceptions enable you to specify alternative automated processing of
phone and email interactions. More specifically, use schedule exceptions
to modify the open and closed hours specified in the From and To areas.
For example, for holidays or other periods when the schedules default
hours of operation do not apply.
Schedule Definition area
After clicking Add to create a new exception:
n
In the From and To areas, choose the beginning and end day and times
for the exception
n
In the Options column, click Delete to remove the exception condition
from the list of conditions.
n
In the Exception area, choose:
n
Open to specify that the exception uses the contact center's open hours to
process phone and email interactions.
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Schedules details tab
option
Description
n
Closed to specify that the exception uses the contact center's closed hours
to process phone and email interactions.
n
A numeric scheduling label from #1 to #6.
If you choose a numeric label, in the IVR or Email script that references
the schedule, you can specify what the script should do during the period
when the exception condition is in effect.
Tenant Dial Plans
A dial plan specifies how to interpret phone number sequences dialed by an agent using
the phone tab, Click-to-Dial, (or through API) and how to convert them into an ITU-T E.164
normalized outbound dial string. Dial plans can be used to include country codes and area
codes, support extension based dialing, and to correct the numbers from an external
entity etc.
Note: Tenant Dial Plan doesn’t apply to Make Verification call, Web Callback, or IVR
forwarding a call to external number scenarios, in these scenarios, the outbound calls
must be dialed as defined in the ITU-T E.164 specification. (e.g. in North America, a
number of +1 (650) 292-8618 should be dialed as 16502928618 or +16502928618; in UK, a
number +44 (0) 2088524140, should be dialed as 442088524140 or +442088524140)
Dial plans change the interpretation of dialed digits within a tenant to correspond to
familiar National, local or private phone switch dialing conventions. A dial plan
establishes the expected number and pattern of digits for an outbound phone call and
validates the agent dialed sequence. It consists of a collection of calling number patterns
and treatment pairs. When a user dials a series of digits, each calling number pattern in
the dial plan is tested as a possible match. If the agent dialed sequence matches a
pattern, corresponding treatment applies. The treated sequence is then transmitted to
initiate a call or rejected as invalid.
For example, the dialing sequences to reach the Crystal Jade Restaurant in Shanghai
China from a home phone in North American, United Kingdom, Nigeria and Beijing use
different leading digits as shown below:
n
New York City dials 011862163858752 → North American Dial Plan = +862163858752
n
London England dials 008621 6385 8752 → UK National Dial Plan = +862163858752
n
Abuja Nigeria dials 009862163858752 → Nigerian National Dial Plan = +862163858752
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n
Beijing China dials 02163858752 → Peoples Republic National Dial Plan =
+862163858752
In each case above a different national dial plan is used to remove the local prefix digits
and restore the country code when necessary to yield an unambiguous international
number.
Types of Dial Plans
The Virtual Contact Center offers two types of dial plans:
n
n
Pre-configured Dial Plans: are predefined National and International dial plans
available to all tenants. They allow local, long distance and international calls. You
cannot make any changes to these plans except for opting a default plan. You can
select a national plan that best suits your needs or use the standard international plan.
The Pre-configured dial plans are predefined and do not allow changes. Every tenant is
required to select one and only one dial plan to suit their location. The following preconfigured plans are offered:
o
International Numbering Plan (ITU-T E.164): allows tenants across the globe to place
domestic and international calls.
o
North American Numbering Plan (NANPA): allows tenants across all of North
America to place domestic and international calls. NANP identifies various calling
number patterns and applies corresponding treatment to user dialed numbers.
Custom Dial Plans: In addition to pre-configured dial plans, you can create your own
custom dial plan if you have subscribed to this feature. Custom dial plans, in many
situations, can mimic the abbreviated dialing conventions of a private office phone
system or internal corporate dialing plan.
You can configure multiple custom dial plans. You can activate only one dial plan per
tenant at a time.
Contactual reports present dialed numbers in standard international format.
North American Numbering Plan (NANP)
The North American Numbering Plan identifies various calling number patterns and
applies the following treatment to user dialed numbers:
n
Filters international calls with country codes incorrectly entered starting from '0'.
Note: Country codes do not begin with 0.
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n
n
Removes the North American access code 011 if added to a North American phone
number. For example, a number 01116505551212 is dialed out as 16505551212
removing 011.
Filters local and long distance calls with incorrect area codes starting from '0'.
Note: North American area codes do not begin with 0.
n
Filters calls to emergency and special services such as 911 in US, 112 in UK.
n
Prefixes country code '1' to all local and long distance calls within North America.
n
Requires country codes and area codes for international calls.
n
Allows input of spelled out numbers. Converts alphabetic characters to the telephone
keypad equivalent digits according to North American Telephone standards.
Viewing a Pre-configured Dial Plan
You cannot edit pre-configured dial plans. You can use the edit option to change a default
plan on your tenant.
To view or edit a Pre-configured dial plan:
1. Click Home > Dial Plans.
Figure 11: Home > Pre-configured Dial Plan
2. Select a plan and click Edit.
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Figure 12: Home > Pre-configured Dial Plan > Edit
3. In the edit screen, you can view the following information:
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Table 9: Home Page, Dial Plans Edit tab
Home Page, Dial
Plans, Edit Tab
Description
Name
Name of the dial plan.
Default
Check the option to mark this as the default dial plan.
Calling Number Pattern
Pattern of the outbound dial string to apply the right treatment.
For example,The pattern ^([2-9][0-9][0-9][2-9][0-9][0-9][0-9][0-9][0-9][0-9])$
identifies a 10 digit string such as 6502422222 where the 1st and 4th digits are
not 0 or 1.
Treatment
Treatment defined for the number that matches the specified calling number
pattern.
For example, The pattern ^([2-9][0-9][0-9][2-9][0-9][0-9][0-9][0-9][0-9][0-9])$
and treatment 1$1 prepends a 10 digit input with '1'. $1 represents pattern
within the (). If you input 6505551212, the treatment converts the number to
16505551212.
Test Result
Indicates the treatment applied to a test string.
Testing a Dial Plan
You can test a dial plan to check how the plan treats user dialed sequences and also to
learn the sequences identified by the dial plan.
To test a dial plan:
1. Select a dial plan and click Edit.
2. In the edit screen, enter a phone number sequence and click Test to validate.
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Figure 13: Testing a Dial Plan
If the dialed phone number matches a calling number pattern, corresponding treatment is
applied.
Creating Custom Dial Plan
Creating a custom dial plan requires a sound knowledge of regular expressions. This
sections gives a brief overview of creating a custom plan. You may seek professional
services guidance for creating a custom plan from scratch.
To create a custom dial plan:
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1. Click Home > Dial Plans tab.
Figure 14: Home page, Dial Plans tab
2. Click Add to add a new dial plan.
Figure 15: Home page, Dial Plans Edit window
3. In the Dial Plan edit window, enter the following information:
Table 10: Home page, Dial Plans Edit window
Home Page, dial
Plans, Edit Tab
Description
Name
Enter a name for the new dial plan.
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Home Page, dial
Plans, Edit Tab
Description
Default
Check the option to mark this as the default dial plan.
Calling Number Pattern
Define a calling number pattern to apply the dial plan using regular expressions. A
regular expression provides a concise and flexible means for matching strings of
text, or patterns of characters. Most commonly used regular expressions are :
^ - Matches the starting position of the string.
. - Matches any single character.
* - Matches the preceding element 0 or more times.
$ - Matches the ending position of the string.
[ ] - Matches a single character contained within the brackets. For example, [2-9]
specifies any digit from 2 through 9.
()- A marked sub expression within which you define a string to match.
For example, the pattern ^([2-9][0-9][0-9][0-9][0-9][0-9][0-9])$ defines a 7 digit
sequence where the first digit is not 0 or 1.
Note: Defining a dial plan requires sound knowledge of regular expressions.
Treatment
Define the treatment for the number that matches the specified calling number
pattern.
For example, The pattern ^([2-9][0-9][0-9][0-9][0-9][0-9][0-9])$ and treatment
1650$1 prepends a 7 digit input with '1650'. $1 represents pattern within the (). If
you input 5551212, the treatment converts the number to 16505551212.
4. Click (+) symbol to add a new rule. Click (x) to delete a rule.
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Figure 16: Dial Plan tab, Defining dial plan rules
Examples of dial plan rules shown above can be interpreted as follows:
a. The pattern ^([2-9][0-9][0-9][0-9][0-9][0-9][0-9])$ and treatment 1650$1 converts a
7 digit input to 10 digits. For example, if you input 5551212, the number gets
prefixed with the area code and converts to 16505551212.
b. The pattern ^(55[0-9][0-9])$ and treatment 1650292$1 converts all 4 digit
extension number starting with 55 to 165029255XX where X is mandatory single
digit.
5. Enter a sequence of digits and click Test to validate the calling number pattern and
treatment you defined. The first matched rule shows the test result Applied.
6. Click Save.
Selecting a Default Dial Plan
To select a default dial plan in the tenant:
1. Click Home > Dial Plans.
2. Select a dial plan and click Edit.
3. Check the dial plan as default.
4. Click Save.
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Creating Groups of Agents with the Groups Tabs
Use the Groups tab to create "containers" for agents who you want to manage on the
basis of function, skill set, or some other categorization.
To display the Groups summary page and details tab:
1. In the Configuration menu click Groups to display a list of groups.
Figure 17: Home Page, Groups tab
2. In the list of the tenant's Groups:
n
Click Add to create a new group.
n
Click Edit to view or modify an existing group.
n
Click Delete to delete an existing group.
Do not delete the Contactual Support Team group. The Contactual Support Team
group enables Contactual to assist you with Configuration Manager.
If you clicked Add or Edit, the Configuration Manager displays the Group's details page.
Figure 18: Group details page
Summary of Group Tab Options
Table 11 summarizes the options available in the Group page, Group tab.
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Table 11: Summary of Group page, Group tab options
Group details page
option
Description
Group Name
Type a descriptive name for the group.
For example, if you plan to use your Virtual Contact Center to handle both
sales and support interactions, in the Configuration Manager create both
Sales and Support groups.
Members of one group are not able to view members of any other group.
Comment
Type a description of the group's purpose of specialty.
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Defining Password Policy for Agent Console
Password policy allows the administrator to define a set of rules to enhance Agent
Supervisor Console security by encouraging agents and supervisors to employ strong
passwords and ensure proper usage. Password policies define a mechanism to secure
agent and supervisor accounts from vulnerability.
The Security tab in the Configuration Manager allows you to define password policy. As an
administrator, you can set rules on password length, formation, password duration, and
common password practice for agents and supervisors to follow while creating a
password. You can also set rules for the system to generate passwords automatically.
These rules enforced on agents and supervisors protect their accounts from being hacked.
Features
The password policy allows you to define the following features that impact how an
agent/supervisor defines passwords:
n
n
n
n
n
n
n
n
Set timed password expiration forcing a periodic password change.
Enforce password history to remember a specified number of previously used
passwords and prevents re-use.
Enforce password history. Remembers a specified number of previously used
passwords and prevents re-use.
Enforce minimum password length. You can now set password length of 5, 8, and 10
characters.
Define password complexity requirement. You can now set passwords to have a mix of
alpha numeric characters, mix of upper and lower case alpha with numeric characters,
or apply no restriction.
Set up automatic generation of system generated passwords for new agent/supervisor
accounts.
Set up automatic communication of account information with user name, system
generated password, and URL to login to Agent/Supervisor Console to new
agents/supervisors.
Allow an administrator to reset a password for any agent at any time. The reset
password is automatically communicated via email.
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n
n
Allow defining answers to security questions to reset a forgotten password. You can
prevent agents from answering the security question with password.
Configure to lockout an account for a specific time or until reset by administrator in
case of invalid login attempts.
n
Configure to generate and notify lockout alert to administrator.
n
Allow an administrator to unlock an agent/supervisor account in the event of a lockout.
Configuring Password Policy
To configure password policy:
1. Login to Configuration Manager.
2. Click Security tab.
Figure 19: Security Tab
3. Configure the desired settings.
The following are the options provided by the policies. The options in bold and italic
font are the default for the corresponding policies.
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Table 12: Security Tab - Password Policies
Password Policy General
Description
Password Expires
Defines how long a password is alive. After the
specified duration, the password expires and
needs to be changed.
n
30 days
n
60 days
n
90 days
n
180 days
n
One Year
n
Never expires
n
No passwords
remembered
n
3 passwords remembered
n
5 passwords remembered
n
10 passwords
remembered
Defines a minimum length for a password.
Restricts agents from choosing a password less
than the specified length.
n
8 characters
n
10 characters
n
12 characters
Defines if a password should be defined with
certain complexity.
n
Must mix alpha and
numeric
Note: Selecting 'No restriction' keeps the
password alive as long as you desire.
n
Must mix upper and
lower case alpha and
numeric
n
Must contain 3 out of 4 –
a) upper, b) lower case
alpha, c) numeric and d)
symbols (*@&#!?)
n
Yes
n
No
Note: Selecting 'Never Expires' keeps the
password alive as long as you desire.
Password History
Policy Options
Prevents reuse of a specified number of
passwords used previously. For example, if you
specified ' 3 passwords remembered', an agent is
not allowed to reuse the three most recently used
passwords during a password change.
Note: Selecting 'No Passwords remembered'
allows an agent reuse the same password.
Minimum Password
Length
Password Complexity
Requirement
Email system generated
passwords and reset
n
Enables creating and emailing system
generated passwords for new agent/supervisor
accounts.
n
Automatically communicates new agent
information.
n
Allows an administrator to reset an existing
password and automatically communicate the
information.
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Password Policy General
Description
Password Question
Requirement
Defines if the answer to a security question in
agent profile can be the same as the password or
not.
Policy Options
n
Answer cannot be same as
password
n
None
Note: Selecting 'None' lets an agent answer the
security question same as the password.
4. Click Save.
Note: The minimum password length is 5 characters. Existing agents and supervisor
accounts with password length less than 5 characters are not impacted until the next
password change.
Locking Agent/Supervisor Console
Locking out an agent or supervisor account is another mechanism to ensure
agent/supervisor account security. When you set password lockout policies, you can
specify:
n
the number of invalid login attempts that locks out an agent account.
n
the duration of lockout.
n
to send an email lockout alert to the administrator.
Specifying the number of invalid logins and lockout duration locks the agent account for
the specified duration when the number of invalid login attempts is reached. For example,
you can set lockout policy to lockout an agent account with three invalid login attempts
for a period of 30 minutes.
To define agent Lockout settings:
1. Login to Configuration Manager.
2. Click Security tab.
3. Configure the desired settings.
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The following are the options provided by the policies. The options in bold and italic
font are the default for the corresponding policies.
Table 13: Security Tab - Password Policies
Password Policy Lockout
Description
Maximum Invalid Login
Attempts
Defines the number of invalid login
attempts to lockout an agent/supervisor
account.
Policy Options
n
3 attempts
n
5 attempts
n
10 attempts
n
2.5 minutes
n
5 minutes
n
10 minutes
n
15 minutes
n
30 Minutes
n
60 Minutes
n
Forever (must be reset by
admin)
n
Yes
n
No
Note: Selecting 'No Limit' does not lockout
an agent with any number of invalid login
attempts.
Lockout login account
after max invalid login
attempts
Specifies the duration for which an agent
or supervisor account is locked out after
invalid login attempts. After the specified
time, the agent will be allowed to login.
Note: Selecting 'Forever (must be reset by
admin' requires the administrator to
unlock an account and/or reset the
password.
Send Lockout alert to
administrator
Enables sending an email alert of an agent
lockout to the administrator.
Unlocking an Agent/Supervisor Account
An administrator can unlock an agent/supervisor account to give immediate access to the
locked out agent. This prevents the agent from being idle during an accidental lockout.
To unlock an agent/supervisor account:
1. Navigate to the Agents tab in Configuration Manager.
2. Locate the agent account that requires unlocking.
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Figure 20: Unlocking an Agent Account
3. Click Unlock.
Communicating System Generated Passwords
Setting the automatic passwords option automatically generates the agent’s password and
communicates the login information to the email address specified in the agent account.
Login information includes User name, System Generated Password, and link to the Agent
Console login page as shown below.
Figure 21: Email communicating system generated password
Using the system generated password, an agent or supervisor is allowed to login once. Upon
logging in, he/she is required to change the password to retain access to the Agent Console.
Resetting Agent Password
If the lockout interval policy is set to 'Forever (Must be reset by Admin)', in the event of
an agent lockout, you have to access the agent account in the Configuration Managerand
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reset the password. You can reset an agent's password at any time by editing an agent
account. The reset password is automatically emailed to the agent.
To reset an agent's password:
1. Click Agents in the Configuration Manager.
2. Select agent whose password needs to be reset, and click Edit.
Figure 22: Resetting Password for an Agent
3. Click Reset Password in the Personal tab.
Notifying Agent Lockouts to Administrator
When an agent is locked out of Agent Console, an email alert may be sent to the
Contactual Administrator. The email notifies the administrator with specific information
of agent, who is locked out.
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Configuring Agent Identities and Assignments with
the Agents Page
Use the Agents summary page to add, edit, or delete Agent profiles.
To access the Agents pages:
1. In the Configuration menu click Agents to display a list of agents.
Figure 23: Home Page, Agents tab
2. In the list of the tenant's Agents:
n
Click Add to create a new agent.
n
Click Edit to view or modify an existing agent.
n
Click Delete to delete an existing agent.
Do not delete the Contactual Support Team agent. The Contactual Support Team
agent enables Contactual to assist you with Configuration Manager.
If you clicked Add or Edit, the Configuration Manager displays the Agent's details
page. In the Agent details page, tabs enable you to completely configure an Agent's
account.
3. After configuring agent settings, click Save to apply the changes.
If you navigate away from a Configuration Manager tab without saving changes, the
changes are lost.
Configuring Agent Identification and Preferences with the
Personal Tab
Use the Personal tab to specify an agent's user information.
To display the Personal tab
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1. In the Configuration menu click Agents.
Configuration Manager displays a list of agents (Figure 23).
2. In the list of agents, click Edit, then click the Personal tab.
Figure 24: Agent Page, Personal tab
Summary of Personal Tab Options
Table 14 summarizes the options available in the Agent page, Personal tab.
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Table 14: Summary of Agent page, Personal tab options
Personal tab option
Description
Group
Choose the agent's group assignment.
See Copy Details From, described later in this table.
First Name
Type the agent's first name.
Last Name
Type the agent's last name.
Email Address
Type the email address the Virtual Contact Center uses to send agents
copies of their direct access voice mail messages.
Username
Type the account name the agent must use to log into the Agent Console.
Agent user names are case sensitive: When an agent logs into his or
herAgent Console, she must use the same combination of upper and
lower-case characters as those in the Username text entry area.
Password,
Retype Password
Type the password the agent must use to log into the Agent Console.
After logging in to theAgent Console for the first time, an agent can use the
My Profile page to change his or her password.
Contact center administrators can use the Password text entry areas to
change or reset an agent's password.
Language
Choose the language used by the Agent Console interface.
Comment
Type a description of this agent.
Copy Details From
If you are configuring a new agent profile, use the Copy Details From list to
copy the configuration details from an existing agent definition.
To copy an existing agent definition, in the Group list choose a Group to
enable the Copy Details From list, then choose an Agent profile for an
agent who is a member of the selected Group.
Assigning Agents to Queues with the Queues Tab
Use the Agents page, Queues tab to assign the selected agent to previously defined
phone, email, chat, and voice mail queues.
To display the Queues tab
2. In the list of agents, click Edit, then click the Queues tab.
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Figure 25: Agents page, Queues tab
Summary of Agents Queues Tab Options
Table 15summarizes the options available in the Agents page, Queues tab.
Table 15: Summary of Agents page, Queues tab options
Queues tab option
Description
Selection check box
To enable a Phone, Email, Chat, or Voice Mail queue for the selected
Agent:
n
In a queue's title row, select the checkbox to enable all queue
definitions of that type.
n
In this list of queues, select an individual queue to enable the selected
queue.
You must enable a queue before you can select a queue's Skill Level.
You can assign agents to queues at the same time you create the queue.
For information about assigning agents to a phone queue as part of queue
creation, see Selecting Phone Queue Members with the Members Tab, on
page 59. The same concept applies to all other types of Virtual Contact
Center queues.
Skill Level
For each enabled queue, in the Skill Level list choose High, Medium, or
Low.
Virtual Contact Center attempts to direct interactions to an agent with a
higher skill levels before an agent with a lower skill level.
Enabled
To enable the agent to receive interactions from a queue, in the list of
queues, select Enable.
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Configuring Agent Access Privileges with the Access Tab
Use the Agents page, Access tab to configure the selected agent's access and supervisor
permissions.
To display the Access tab
Configuration manager displays a list of agents (Figure 23).
2. In the list of agents, click Edit, then click the Access tab.
Figure 26: Agents page, Access tab
Summary of Access Tab Options
Table 16summarizes the options available in the Agents page, Access tab, CRM Access
Rights area.
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Table 16: Summary of Agents page, Access tab options, Contactual CRM access rights
Access tab option
Description
Case
To enable the agent to view or modify Case records in the Contactual CRM, in the
Access tab CRM Access area:
n
In the Case row, select View, Create, Edit, Create a Follow-up, or Change Status.
n
To enable the agent to delete case records from the Contactual CRM, in the Other Access
Rights area select This agent is supervisor, then in the Case Row select Delete.
For more information about the Contactual CRM, see Configuring the Contactual CRM
with the CRM Page, on page 143
Customer
To enable the agent to view or modify Customers records in the Contactual CRM:
n
In the Customer row, select View, Create, or Edit.
n
To enable the agent to delete customer records from the Contactual CRM, in the Other
Access Rights area select This agent is supervisor, then in the Case Row select Delete.
For more information about the Contactual CRM, see Configuring the Contactual CRM
with the CRM Page, on page 143
Table 17summarizes the options available in the Agents page, Access tab, Other Access
Rights area.
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Table 17: Summary of Agents page, Access tab options, Other Access Rights area
Access tab option
Description
Phone number
If the agent uses a standard wired or cellular telephone, then in the Phone number
text entry area type the full number of that telephone.
n
In the United States, phone numbers must be of the form:
1+three-digit area code+seven-digit phone number
In the United States, when typing numbers into Agent Console text entry areas, always
preface the area code with 1.
n
Outside the United States, must be of the form:
Country Code+phone number
The Virtual Contact Center uses that number to connect Phone interactions to the
agent's telephone.
Agents may use the Agent Console, My Profile tab, to change their phone number at
any time.
If the agent uses a VoIP telephone, see SIP Phone URI, described later in this table.
SIP phone URI
If the agent uses a VoIP telephone, then in the SIP phone URI text entry area type that
VoIP phone's full URI.
The Virtual Contact Center uses that URI to connect Phone interactions to the agent's
VoIP telephone.
Agents may use the Agent Console, My Profile tab, to change their phone number at
any time.
If the agent uses a standard wired or cellular telephone, see Phone number,
described earlier in this table.
Phone extension
To enable a caller to use an extension number to directly contact this agent, in the
Phone extension text entry area type a two to eight-digit extension then select Enable
direct agent access, described later in this table.
Voice mail and prompting
timeout
If Enable direct agent access is selected, then Voice mail and prompting timeout
specifies the number of seconds that must elapse before the Virtual Contact Center
transfers the incoming Voice interaction to the agent's personal voice mail box.
The Virtual Contact Center uses the email address specified in the Agents page,
Personal tab, to email Direct Agent Access voice mails to the Agent. For information
about the Agent page, Personal tab, see Configuring Agent Identification and
Preferences with the Personal Tab, on page 40.
If the agent's telephone has a private voice mail box, ensure that the Virtual Contact
Center voice mail time out threshold occurs before the agent's voice mail box seizes
the call.
This agent account is
enabled
Select to enable the agent account.
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Access tab option
Description
This agent is supervisor
To enable the agent to access Agent Supervisor Console features, select This agent is
supervisor.
Agent Supervisor features include:
n
Creating and deleting FAQ categories and answers
n
Creating and running historical reports
n
Monitoring, Agents, Queues, and Groups
In addition to supervisory features, agent supervisors may choose to perform, or at
least guide and validate the use of, certain operations, such as agent profile
configuration, that agents have access to. These include the following agent-optional
features:
Agent can change queue
assignments
n
Deleting customer and case records from the Contactual CRM
n
Pulling and deleting pending email interactions from a queue
n
Using the Monitoring tab to remove agents from queue assignments
Select to permit this Agent to use the Agent Console, My Profile page to add or
remove themselves from Queue assignments.
For more information about agent queue assignments, see Assigning Agents to
Queues with the Queues Tab, on page 42.
Enable direct agent access To enable a caller to use an extension number to directly contact this agent, select
Enable direct agent access then in the Phone extension text entry area type a two to
eight-digit.
See Activate agent's voice mail, described later in this table.
Activate agent's voice mail If your Virtual Contact Center includes agent voice mail boxes, select to enable the
Virtual Contact Center to email direct agent access voice mails to the agent's email
address.
To enable the Activate agent's voice mail feature, you must first select Enable direct
agent access, described earlier in this table.
For information about specifying an agent's email address, see Configuring Agent
Identification and Preferences with the Personal Tab, on page 40.
Activate pulling e-mail
By default, the Virtual Contact Center presents emails to agents on the basis of first-infirst-out.
To enable the agent to instead selectively retrieve ("pull") email messages from his or
her email queues, select Activate pulling e-mail.
Activate call monitoring
Enable This agent is supervisor, then select Activate call monitoring to enable call
monitoring for an Agent Supervisor.
For more information about call monitoring, see Specifying Queues and Groups to
Supervise with the Monitoring Tab, on page 48.
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Access tab option
Description
Activate Push2Dial
If your Virtual Contact Center tenant has been configure to interoperate with a thirdparty CRM system, then enable Activate Push2Dial to enable the third-party CRM to
use the Virtual Contact Center to make outbound dials through that CRM's interface.
For more information about integrating Virtual Contact Center with third-party CRM
systems, see Configuring the Contactual CRM with the CRM Page, on page 143.
Activate Status-Change
Coding
If your Virtual Contact Center includes Status Change Coding, select Activate Status
Change Coding to apply a status code when the agent changes his or her status.
For more information about defining status codes for your Contactual tenant, see
Status Codes - Overview, on page 220.
Activate Collaborate
To enable the Agent to use the Collaborate feature to connect to customer computers
for purposes of providing hands-on assistance, select Activate Collaborate.
Restrict report privileges
To restrict the data a Supervisor sees in historical reports to the groups and queues
the Supervisor monitors, or is a member of.
Disable Option Menu
If enabled, disables Option menu from the Agent Console control panel during an
interaction.
Specifying Queues and Groups to Supervise with the
Monitoring Tab
Use the Monitoring tab to select which queues and groups the selected agent supervisor
has permission to monitor.
Perform the following procedure to activate Agent Supervisor features for this agent, then
display the Monitoring tab.
To enable supervising ability for an agent:
2. In the list of agents, select an agent and click Edit.
By default, the Configuration Manager displays the Personal tab.
3. In the Agents details page click the Access tab.
4. Check the option 'This agent is supervisor' in the 'Access Rights' area.
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Figure 27: Agents page, Access tab
To specify groups and queues to supervise:
1. Select an agent and click Edit.
2. Click Monitoring tab. The monitoring assignment page for the agent is displayed.
Figure 28: Agent Supervisor Monitoring Tab
The entries can be expanded by clicking on the + sign. For example, clicking + sign
besides the Queues to Supervise takes you to :
Figure 29: Monitoring Queues Expanded
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To handle large sets of data, if there are more than 20 entries, sub groups of 20
records are automatically created. For example in the screen shot below, the groups
to supervise are placed under 2 folders [1-20] and [21-22].
Figure 30: Monitoring large sets of data
3. Select the queues and groups this Agent Supervisor has permission to monitor.
4. Click Save to apply the settings.
Summary of Monitoring Tab Options
Table 18 summarizes the options available in the Agents page, Monitoring tab.
Table 18: Summary of Agents page, Monitoring tab options
Agents page,
Monitoring tab option
Description
Queues to Supervise
Select the Virtual Contact Center Queues you want this agent supervisor to
supervise.
Groups to Supervise
Select the Virtual Contact Center Groups you want this agent supervisor to
supervise.
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Specifying the Percentage of Agent Interactions to Record
with the Recording Tab
Use the Recording tab to specify the percentage of inbound, outbound, and direct agent
access Phone interactions to record.
To display the Recording tab:
2. In the list of agents, click Edit, then click the Recording tab.
Figure 31: Agents page, Recording tab
Summary of Recording Tab Options
Table 19 summarizes the options available in the Agents page, Recording tab.
Table 19: Summary of Agents page, Recording tab options
Recording tab option
Description
% of inbound calls
Type the percentage of inbound calls to this agent you want the Virtual Contact Center to record.
% of outbound calls
Type the percentage of outbound calls from this agent you want the
Virtual Contact Center to record.
% of direct agent access calls If direct agent access is enabled for this agent, type the percentage of
direct agent access calls to this agent you want the Virtual Contact Center to
record.
For more information about direct agent access, see Table 17
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Downloading Agent Recording Files
n
n
n
n
n
You can use any secure FTP client to download recorded agent interactions from your
Contactual tenant.
For information about recording agent interactions, see Specifying the Percentage of
Agent Interactions to Record with the Recording Tab, on page 51.
Contactual has validated the use of the following two secure FTP clients, both available at
no charge to download agent recording files:
n
FileZilla, available from http://filezilla-project.org/
n
Core FTP LE, available from http://www.coreftp.com/
Table 20lists the information you will need to configure an FTP client to access the audio
files directory on your Contactual tenant.
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Table 20: List of secure FTP configuration requirements
FTP Setting
Description
Host name
n
In the United States, type ftps.mycontactual.com
n
In Canada, type ftps.mycontactual.ca
n
In the United Kingdom, type ftps.mycontactual.co.uk
Username
The username you type in the Configuration Manager User Name text
entry area.
For example, if you log in to the Configuration Manager as
ExampleName, then type the same username in your FTP client.
Password
The password you specified in, Home page, Profile tab, SFTP Password
text entry areas.
Figure 32 illustrates the FileZilla 3 settings used to connect to the Configuration Manager
agent recording directory.
Figure 32: FileZilla 3 Site Manager, secure FTP settings for a Contactual tenant
In your FileZilla Site Manager, refer to Table 20for information about the User and
Password text entry areas.
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Figure 32 illustrates the Core FTP LE 2 settings used to connect to the Configuration
Manager agent recordings directory.
Figure 33: Core FTP LE 2 Site Manager, secure FTP settings for a Contactual tenant
In your Core FTP LE 2 Site Manager, refer to Table 20for information about the User and
Password text entry areas.
A Contactual tenant stores each day's recording files in a time-stamped directory named
Syyyymmdd, where yyyy specifies the year, mm specifies the month, and dd specifies the
day.
Each time-stamped directory contains:
n
One time-stamped, comma-separated values (CSV) index file named Iyyyymmdd.csv,
where I indicates index.
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n
One or more time-stamped WAV audio files named Ryyyymmddtttttt.wav, where R
indicates recording, and the timestamp includes the date and 24-hour UTC time tttttt
when the file was recorded.
Each CSV index file lists the following information about that day's agent recording files:
n
CALL TYPE
n
START TIME, STOP TIME
n
AGENT NAME
n
"CUSTOMER NUMBER"
n
PHONE CHANNEL, CALLED NUMBER
n
CASEID
n
DURATION
n
FILENAME
You can view the CSV index file in most spreadsheet programs including Microsoft Excel
or OpenOffice Calc.
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Creating and Configuring Queues with the Queues
Page
Use the Queues summary page to select a queue to add, edit, or delete.
To access the Queues pages:
1. In the Configuration menu click Queues to display a list of queues.
Figure 34: Queues overview page
2. In the list of queues:
n
Click Add to create a new queue.
n
Click Edit to view or modify an existing queue.
n
Click Delete to delete an existing queue.
If you clicked Add or Edit, the Configuration Manager displays the queue's details page.
Creating or Editing Phone Queues
Configuring Contactual CRM Phone queues consists of the following tasks:
n
n
n
n
n
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Use the Phone Queue, Properties tab to specify the primary properties of the phone
queue.
To display the Properties tab:
1. In the Configuration menu click Queues.
Configuration Manager displays a list of queues (Figure 34).
2. In the list of phone queues, click Edit, then click the Properties tab.
Figure 35: Phone queue page, Properties tab
Summary of Phone Queue Properties Tab Options
Table 21 summarizes the options available in the Phone Queues page, Properties tab.
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Table 21: Summary of Queues page, Properties tab options
Properties tab option
Description
Queue type
Read-only reminder of the type of queue.
Queue name
Type the name of the queue.
Default Priority
Choose the priority for this queue, where 1 specifies lowest priority and 10
specifies highest priority.
By default, Virtual Contact Center prioritizes the four types of queues as
follows:
Transfer Incoming Calls To
n
Phone = 8 (highest default priority)
n
Chat = 6
n
Voicemail = 4
n
Email = 2 (lowest default priority)
To have the Virtual Contact Center transfer phone interactions from this
queue to an external telephone number (one not being managed by the
contact center), select Transfer Incoming Calls To then type the external
telephone number as follows:
n
In the United States:
In the United States, when typing numbers into Agent Console text entry areas,
always preface the area code with 1.
n
Outside the United States:
n
Post Processing Timeout
May contain optional dashes, spaces, or parentheses
Choose how much time Virtual Contact Center waits before assigning a new
interaction from the queue to an agent who has just completed an
interaction.
The post processing timeout enables agents servicing the selected queue
to perform any necessary post-interaction tasks before receiving a new
interaction.
Choose Manual to enable agents assigned to this queue to use their
Contactual Agent Console to explicitly make themselves available for new
interactions.
Voice Recording %
Type the integer percentage of interactions from this queue recorded by
the Virtual Contact Center.
Waiting Music
Choose the audio file played when a caller must wait for an agent to
become available.
The Waiting Must lists all files defined in the Audio Files tab. For more
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Description
information about the Audio Files tab, see Configuring Recorded Greetings
with the Audio Files Tab, on page 16.
Use the Phone Queue, Members tab to add or remove agents from the list of the queue's
members.
To display the Members tab:
2. In the list of phone queues, click Edit, then click the Members tab.
Figure 36: Phone queue page, Members tab
Summary of Phone Queue Members Tab Options
Table 22 summarizes the options available in the Phone Queue page, Members tab.
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Table 22: Summary of Phone Queue page, Members tab options
Phone queue, Members option
Description
Agent list
For the selected queue, in the list of agents:
Skill Level
n
Select the Agent List header to add all agents to the
queue
n
Select an individual agent to add that agent to the
queue
Choose High, Medium, or Low.
Virtual Contact Center Skill Based Routing assigns an
agent with a higher skill level to an interaction before an
agent with a lower skill level.
Enabled
To activate routing of interactions from this queue to an
agent that has been assigned to the queue, select
Enabled.
Use the Phone Queue, Voice Mail tab to configure the Voice Mail behaviors for the
selected queue.
To display the Voice Mail tab:
2. In the list of phone queues, click Edit, then click the Voice Mail tab.
Figure 37: Phone queue page, Voice Mail tab
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Summary of Phone Queue Voice Mail Tab Options
Table 23 summarizes the options available in the Phone Queue page, Voice Mail tab.
Table 23: Summary of Phone Queue page, Voice Mail tab options
Phone Queue, Voice
Mail tab option
Description
Enable Voice Mail
Select to enable Voice Mail for this Phone Queue.
Force Voice Mail after
Choose how much time Virtual Contact Center permits a caller to wait
before redirecting the call to an Virtual Contact Center Voice Mail Queue.
Voice Mail Message
Choose the recorded message Virtual Contact Center plays when
redirecting a caller to a Voice Mail queue.
Route Voice Mail to queue
Choose an Virtual Contact Center voice mail queue.
If you are using the Contactual CRM, use the Phone Queue, Interactions tab to customize
how the selected queue prioritizes specific types of interactions.
To display the Interactions tab:
1. In the Configuration menu click Queues
2. In the list of phone queues, click Edit, then click the Interactions tab.
Figure 38: Phone queue, Interactions tab
Summary of Phone Queue Interactions Tab Options
Table 24 summarizes the options available in the Phone Queue page, Interactions tab.
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To use the Interactions feature, you must be using the Contactual CRM.
Table 24: Summary of Phone Queue page, Interactions tab options
Interactions tab option
Description
Set default interaction priority To customize the priority for specific types of interactions within this
within the queue
queue, choose a non-default priority level, then in the condition area,
specify the conditions that will receive the non-default priority.
In the list, 1 equals lowest default interaction priority, 100 equals highest
interaction priority.
Add, Edit, Delete
Click to create modify, or remove an interaction priority rule.
If the value of the field
Choose a Contactual CRM field definition.
Your choice enables the options available in the equals list, described in the
next table row.
For more information about Contactual CRM fields, see Add Customer and
Case Fields with the Custom Fields Tab, on page 143.
equals
Choose a field value from the list.
The choice in the if the value of the field list, described in the preceding
table row, determines the choices available in the equals list.
set interaction priority to
Choose the interaction priority applied when the conditions specified in
the if the value of the field list and equals lists is true.
Enable priority routing rule
Select to enable Virtual Contact Center the rule.
Use the Phone Queue, Service Level Agreement (SLA) tab to send an email message when
contact center falls below a specific threshold.
To display the SLA tab:
2. In the list of phone queues, click Edit, then click the SLA tab.
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Figure 39: Phone queue, SLA tab
Summary of Phone Queue SLA Tab Options
Table 25 summarizes the options available in the Phone Queue page, SLA tab.
Table 25: Summary of Phone Queue page, SLA tab options
SLA tab option
Description
% of calls should be processed To specify the Service Level Agreement (SLA) threshold for the selected
within…
queue:
1. In the % of calls… text entry area, type a percentage value as an integer from 0
to 100-percent.
2. In the …processed within text entry area, type an integer number.
Choose the units of time specified by this value in the next step.
3. In the units of time list, choose the time unit specified by the…processed within text
entry area. Valid time intervals are:
n
For Phone and Chat queues, Seconds, Minutes, or Hours
n
For Email and Voice Mail queues, Minutes or Hours
Evaluate service level every
Choose how frequently Virtual Contact Center compares the queue's
performance to the SLA threshold specified for the queue.
Send email notification to
Type one or more comma-separated email addresses that should receive
email notifications from the Virtual Contact Center if the queue's
performance level has fallen below the performance threshold specified
for the queue.
Configuring Email Queues
Configuring Virtual Contact Center Email queues consists of the following tasks:
n
n
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n
n
Use the Email Queue, Properties tab to specify the primary properties of the email queue.
2. In the list of email queues, click Edit, then click the Properties tab.
Figure 40: Email queue, Properties tab
Summary of Email Queue Properties Tab Options
Table 26 summarizes the options available in the Email Queue page, Properties tab.
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Table 26: Summary of Email Queue page, Properties tab options
Email Queue Properties
Description
tab option
Queue type
Queue name
Type the name of the email queue.
Default priority
follows:
Email processing timeout
n
n
Chat = 6
n
Voicemail = 4
n
interaction.
interaction.
Choose Manual to enable agents assigned to this queue to use their Agent
Console to explicitly make themselves available for new interactions.
Queue Signature
Type the default signature appended to all email responses sent by an
agent in response to an email interaction.
Use the Email Queue, Members tab to add or remove agents from the list of the queue's
members.
2. In the list of email queues, click Edit, then click the Members tab.
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Figure 41: Email queue, Members tab
Summary of Email Queue Members Tab Options
Table 27summarizes the options available in Email Queue page, Members tab.
Table 27: Summary of Email Queue page, Members tab options
Email Queue page,
Members option
Description
Agent list
Skill Level
n
Select the Agent List header to add all agents to the queue
n
Select an individual agent to add that agent to the queue
Virtual Contact Center Skill Based Routing assigns an agent with a higher
skill level to an interaction before an agent with a lower skill level.
Enabled
To activate routing of interactions from this queue to an agent that has
been assigned to the queue, select Enabled.
If you are using the Contactual CRM, use the Email Queue, Interactions tab to customize
2. In the list of phone queues, click Edit, then click the Interactions tab.
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Figure 42: Email queue, Interactions tab
Summary of Email Queue Interactions Tab Options
Table 28 summarizes the options available in the Email Queue page, Interactions tab.
Table 28: Summary of Email Queue page, Interactions tab options
Email Queue,
Description
Add
Choose the default priority for interactions in this queue.
equals
next table row.
Choose the interaction priority applied when the conditions specified in the if the value of the field list and equals lists is true.
Configuring Email Queue Service Levels with the SLA Tab
Use the Email Queue, Service Level Agreement (SLA) tab to send an email message when
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2. In the list of email queues, click Edit, then click the SLA tab.
Figure 43: Email Queue, SLA tab
Summary of Email Queue SLA Tab Options
Table 29 summarizes the options available in the Email Queue page, SLA tab.
Table 29: Summary of Email Queue page, SLA tab options
SLA tab option
Description
within…
queue:
to 100-percent.
n
n
for the queue.
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Configuring Chat Queues
Configuring a Contactual CRM Chat queue consists of the following tasks:
n
n
n
n
n
n
Use the Chat Queue, Properties tab to specify the primary properties of the chat queue.
2. In the list of email queues, click Edit, then click the Properties tab.
Figure 44: Chat queue, Properties tab
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Summary of Chat Queue Properties Tab Options
Table 30 summarizes the options available in the Chat Queue page, Properties tab.
Table 30: Summary of Chat Queue page, Properties tab options
Chat Queue page,
Description
Queue type
Queue name
Type the name of the chat queue.
Default priority
follows:
n
n
Chat = 6
n
Voicemail = 4
n
Queue description
Type a description of the queue.
Post-processing timeout
interaction.
interaction.
Incoming Channels
In a Chat Channel definition, use the ICR Choices tab to associate the
selected Chat Channel with a Queue.
Use the Chat Queue, Members tab to add or remove agents from the list of the queue's
members.
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2. In the list of chat queues, click Edit, then click the Members tab.
Figure 45: Chat queue, Members tab
Summary of Chat Queue Members Tab Options
Table 31 summarizes the options available in the Chat Queue page, Members tab.
Table 31: Summary of Chat Queue page, Members tab options
Chat Queue, Members
option
Description
Agent list
Skill Level
n
n
Enabled
Use the Chat Queue, Interactive Chat Response (ICR) tab to specify the message the
Virtual Contact Center chat queue sends in response .to a new chat interaction request.
The ICR tab allows you to specify a unique message for chat interactions received during
open and during closed hours.
To display the ICR tab:
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2. In the list of email queues, click Edit, then click the ICR tab.
Figure 46: Chat queue, ICR tab
Summary of Chat Queue ICR Tab Options
Table 32 summarizes the options available in the Chat Queue page, ICR tab.
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Table 32: Summary of Chat Queue page, ICR tab options
Chat Queue, ICR tab
option
Main Greeting
Description
To enable the Main Greeting text entry area, in the Data to Collect list,
choose the information the Virtual Contact Center prompts for in response
to a new chat interaction.
In the Main Greeting text entry area type the default greeting message
sent by the Virtual Contact Center at the start of a new chat interaction.
By default, Virtual Contact Center responds to a new chat interaction with
the contents of the Main Greeting text entry area during both open and
closed hours. To enable Virtual Contact Center to respond with an
alternative greeting during closed hours of operation, select Open Hours
Schedule, described later in this table.
Data to Collect
Choose the information the Virtual Contact Center prompts the user to
supply when originating the new chat interaction.
Choosing an entry enables the Main Greeting text entry area, described in
the preceding table row.
Open Hours Schedule
Select to enable the schedule area, then choose the hours of operation for
the chat queue.
If Open Hours Schedule is enabled, the Virtual Contact Center responds to
new chat interactions with the greeting from the Main Greeting text entry
area during open hours, and from the Alternative Greeting area during
closed hours.
Alternative Greeting
To enable the Alternative Greeting text entry area, select Open Hours
Schedule.
In the Alternative Greeting text entry area type the greeting message sent
by the Virtual Contact Center in response to a new chat interaction
received during closed hours.
If you are using the Contactual CRM, use the Chat Queue, Interactions tab to customize
2. In the list of chat queues, click Edit, then click the Interactions tab
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Figure 47: Chat queue, Interactions tab
Summary of Chat Queue Interactions Tab Options
Table 33 summarizes the options available in the Chat Queue page, Interactions tab.
Table 33: Summary of Chat Queue page, Interactions tab options
Chat Queue,
Description
Add
equals
next table row.
Choose the interaction priority applied when the conditions specified in the if the value of the field list and equals lists is true.
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Use the Chat Queue, Service Level Agreement (SLA) tab to send an email message when
2. In the list of chat queues, click Edit, then click the SLA tab.
Figure 48: Chat queue, SLA tab
Summary of Chat Queue SLA Tab Options
Table 34 summarizes the options available in the Chat Queue page, Service Level
Agreement (SLA) tab.
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Table 34: Summary of Chat Queue page, SLA tab options
SLA tab option
Description
within…
queue:
to 100-percent.
n
n
for the queue.
Use the Chat Queue, Email tab to offer overflow chat interactions the opportunity to leave
an email rather than continue waiting for a chat agent.
To display the Email tab:
2. In the list of chat queues, click Edit, then click the Email tab.
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Figure 49: Chat queue, Email tab
Summary of Chat Queue Email Tab Options
Table 35 summarizes the options available in the Chat Queue page, Email tab.
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Table 35: Summary of Chat Queue page, Email tab options
Chat Queue page, Email
Description
tab option
Enable Email
Select to enable the Virtual Contact Center to offer overflow chat
interactions the option of leaving an email message rather than continue
waiting.
Offer Email after
Select a time period from the menu to indicate how long a chat interaction
must wait in the chat queue before being offered the option of leaving an
email message.
Email Prompt Msg
Type the question the Virtual Contact Center asks the user when offering
overflow chat interactions the option of leaving an email message.
For example, No agents are available, Would you like to send an email?
Email Sent Msg
Type the confirmation message the Virtual Contact Center sends after
receiving an email message from an overflow chat interaction.
For example, Thank you, your email has been sent.
Send Email to Channel
Select the destination email Channel to send messages sent from an
overflow chat interaction.
Force email after office hours
Select to automatically direct the user to leave an email message
whenever the chat queue's is closed for business.
For more information about configuring chat queue hours of operation,
see Summary of Chat Queue ICR Tab Options, on page 72
Enable survey when forcing
after office hours email
If Force email after office hour is selected, select Enable survey when
force email to offer the overflow chat interaction the opportunity to
complete a customer chat survey. This requires the chat survery to be set
up in the Support Center.
For information on setting up chat survey in the Support Center see See
"Summary of Support Center Properties Tab Options" on page 159.
Force email header message
If Force email after office hour is selected, type the header of email
messages sent.
For example, a chat interaction could not be serviced because it was
received during closed hours.
Configuring Voice Mail Queues
Configuring an Virtual Contact Center Voice Mail queue consists of the following tasks:
n
n
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n
n
Configuring Voice Mail Queue Message Priorities with the Interactions Tab
n
Use the Voice Mail Queue, Properties tab to specify the primary properties of the voice
mail queue.
2. In the list of voice mail queues, click Edit, then click the Properties tab.
Figure 50: Voice Mail queue, Properties tab
Summary of Voice Mail Queue Properties Tab Options
summarizes the options available in the Voice Mail Queue page, Properties tab.
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Table 36: Summary of Voice Mail Queue page, Properties tab options
Voice Mail Queue,
Description
Queue type
Read only reminder of the type of queue.
Queue name
Type the name of the voice mail queue.
Default priority
follows:
Post-processing timeout
n
n
Chat = 6
n
Voicemail = 4
n
interaction.
interaction.
Use the Voice Mail Queue, Members tab to add or remove agents from the list of the
queue's members.
2. In the list of voice mail queues, click Edit, then click the Members tab.
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Figure 51: Voice Mail queue, Members tab
Summary of Voice Mail Queue Members Tab Options
Table 37 summarizes the options available in the Voice Mail Queue page, Members tab.
Table 37: Summary of Chat Queue page, Members tab options
Voice Mail queue,
Members option
Description
Agent list
Skill Level
n
n
Enabled
Use the Voice Mail Queue, IVR tab to configure the voice mail greeting and options for
the voice mail queue.
2. In the list of voice mail queues, click Edit, then click the IVR tab.
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Figure 52: Voice Mail Queue page, IVR tab
Summary of Voice Mail Queue IVR Tab Options
Table 38 summarizes the options available in the Voice Mail page, IVR tab.
Table 38: Summary of Voice Mail page, IVR tab options
Voice Mail Queue, IVR
tab option
Description
Voice Mail Delivery Message
Select the message Virtual Contact Center plays to inform an Agent that a
voice mail message is waiting in the queue.
Play
Click Play to play the currently selected voice mail delivery message.
Upload Custom
Click Upload Custom to upload a custom voice mail delivery message.
Delete Voice Mail
To enable the Delete Voice Mail list, use Upload Custom to upload a
custom voice mail delivery message.
Send Voice Mail by E-mail
n
To delete a queued voice mail message after the agent hangs up,
choose On hang up
n
To delete a queued voice mail message after the agent presses the
telephone's * key, choose On agent confirmation
To enable the Send Voice Mail by Email list, use Upload Custom to upload
a custom voice mail delivery message.
n
To never send a queued voice mail message to an agent as an email
attachment, choose Never
n
To enable an agent to request that Virtual Contact Center send a queued
voice mail message as an email attachment, choose On request
n
To always send a queued voice mail message to an agent as an email
attachment, choose Always
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Configuring Voice Mail Queue Message Priorities with the
Interactions Tab
If you are using the Contactual CRM, use the Voice Mail Queue, Interactions tab to
customize how the selected queue prioritizes specific types of interactions.
2. In the list of voice mail queues, click Edit, then click the Interactions tab.
Figure 53: Voice Mail queue, Interactions tab
Summary of Voice Mail Queue Interactions Tab Options
Table 39 summarizes the options available in the Voice Mail Queue page, Interactions
tab.
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Table 39: Summary of Voice Mail page, Interactions tab options
Voice Mail Queue,
Description
Add
equals
next table row.
Choose the interaction priority applied when the conditions specified in
the if the value of the field list and equals lists is true.
Use the Voice Mail Queue, Service Level Agreement (SLA) tab to send an email message
when contact center falls below a specific threshold.
2. In the list of voice mail queues, click Edit, then click the SLA tab.
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Figure 54: Voice Mail queue, SLA tab
Summary of Voice Mail Queue SLA Tab Options
Table 40 summarizes the options available in the Voice Mail Queue page, SLA tab.
Table 40: Summary of Voice Mail Queue page, SLA tab options
SLA tab option
Description
within…
queue:
to 100-percent.
n
n
for the queue.
Configuring Voice Mail Notification
By default voice mails are queued and offered to the next available agent. Configure the
Voice Mail Queue Notification Tab, to instruct the Agent Console to send a voicemail as a
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wave file attachment directly to an email address. With this setup agent do not have to
retrieve the voicemail from queue.
Additional option on the Notification tab allows configuration to automatically remove the
voicemail from queue.
To enable this functionality in the Notification tab:
2. In the list of voice mail queues, click Edit, then click the Notification tab.
Figure 55: Voice Mail Queue, Notification Tab
Summary of Voice Mail Notification Tab
Table 41summarizes the options available in the Agents page, Access tab, CRM Access
Rights area.
Table 41: Summary of Agents page,Notification Tab Options, Contactual CRMNotification Rights
Notification Tab Option Description
Enabled
To enable notification of voice mail by email regardless of the agent status.
Email Addresses
To send email attachments of voice mail to the specified email addresses.
Delete from Queue
If enabled, automatically removes the voice mail from the queue after
sending the email attachments.
If disabled, sends a voice mail to the specified email address and forwards
it to the voice mail queue. When the agent logs into the Agent Console, the
voice mail is presented in the queue.
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Configuring Voice, Email, and Chat Channels with
the Channels Page
Use the Channels summary page to select a channel to add, edit, or delete.
To access the Channels pages:
1. In the Configuration menu click Channels to display a list of channels.
Figure 56: Channels overview page
2. In the list of channels:
n
Click Add to create a new email or chat channel.
n
Click Edit to view or modify an existing channel.
n
Click Delete to delete an existing email or chat channel.
If you clicked Add or Edit, the Configuration Manager displays the channel's details page.
In the channels details page, tabs enable you to completely configure the channel.
Configuring Phone Channels
Phone Channels in the Virtual Contact Center define phone numbers that your customers
use to call your contact center.
Phone channels can only be added or removed from your Virtual Contact Center tenant by
a Virtual Contact Center representative. The representative coordinates the acquisition
and routing of the phone number to the 8x8 platform that hosts your tenant.
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Configuring Phone Channel Preferences with the Properties Tab
Use the Phone Channel, Properties tab to specify the primary properties of the phone
channel.
To configure a phone channel's properties:
1. In the Configuration menu click Channels.
Configuration Manager displays a list of channels (Figure 56).
2. In the list of phone channels, click Edit.
Figure 57: Phone channel page, Properties tab
3. Enter or select options for a phone channel.
a. Channel Name
b. Display Phone format
c. Use script from channel
4. Check the option to enable the channel.
5. Click Save.
Summary of Phone Channel Properties Tab Options
Table 42 summarizes the options available in the Phone Channel page, Properties tab.
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Table 42: Summary of Phone Channel page, Properties tab options
Phone Channel,
Description
Channel type
Read only reminder of the type of channel.
Phone Number
Read-only reminder of the channel's phone number.
Contactual defines your phone numbers when it provisions your Virtual
Contact Center tenant.
Channel name
Type the name of this phone channel.
The Agent Console displays the channel name when the agent receives an
incoming phone interaction.
Display phone format
Select the display format the Agent Console uses to display inbound phone
numbers.
Select:
Use script from channel
n
US standard [x-xxx-xxx-xxxx], default Agent Console display mode.
n
US short [xxx-xxxx]
n
Australian (6 digits) [xx-xx-xx]
n
Australian (8 digits) [xxxx-xxxx]
n
Australian (10 digits) [xx-xxxx-xxxx]
n
French standard [xx-xx-xx-xx-xx]
n
No format [*]
If you have more than one phone channel, choose another channel's
previously defined IVR script.
n
Choose Copy to place a copy of the script into this channel's IVR Script
definition tab.
Changes made to the other channel's IVR script will not appear in the copied
IVR script.
n
Choose Link to to run another channel's IVR Script definition in this channel.
Changes made to the other channel's IVR Script apply to both channels.
This channel is enabled
Select to place this channel definition into service.
Scripting Phone Channel Greetings and Options with the IVR Script
Tab
Use the Phone Channel, IVR Script tab to create or edit the Interactive Voice Response
(IVR) script used to guide the inbound caller through the options offered by the contact
center.
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2. In the list of phone channels, click Edit, then click the IVR Script tab.
Figure 58: Phone Channel page, IVR Script tab
Overview of IVR Script Objects and Operation
IVR scripts define how the Virtual Contact Center processes an inbound phone interaction.
The contact center administrator, guided by the center's business requirements,
constructs an IVR script by choosing scripting objects to define the automated processing
of your inbound calls.
Types of IVR Script Objects
IVR scripts consist of an ordered series of script objects. Each script object includes
Parameters and Exit Points.
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Overview of Script Object Parameters
Parameters are an object’s instruction set. For example, and depending on the purpose of
the object, parameters define which schedule to use, which voice prompt to play, or
Contactual CRM data to evaluate. The first parameter of all objects is its Label
parameter. Each object's Label parameter uniquely identifies that object within the IVR
script.
Overview of Script Object Exit points
Exit points are an object’s response to the conditions detected by the object’s parameters.
Exit points enable an object to perform different actions in response to differing
conditions. For example, an object can route or otherwise process an interaction in one
way when the contact center is open, and process the interaction a different way when
the contact center is closed.
When designing an IVR script, note that if a script's logic routes a phone interaction to a
script object's exit point, and that exit point does not contain any script objects, then the
Virtual Contact Center disconnects the interaction.
Overview of IVR Script Operation
When a new phone interaction arrives, the channel hands the call off to the top-level
MainIVR script object. Beginning at MainIVR, the interaction begins flowing through
the IVR script’s objects. Each script object’s parameters and exit points perform real-time
processing of an interaction in response to conditions.
Building a Simple Greeting and Routing Script, on page 108 illustrates a basic IVR script
that plays a greeting message and forwards the call to a queue when the call center is
open. If the call center is closed, the script notifies the caller and routes the interaction to
an off hours voice mail queue.
Summary of Phone Channel IVR Script Tab Options
Table 43 summarizes the options available in the Phone Channel page, IVR tab.
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Table 43: Summary of Phone Channel page, IVR tab options
Phone Channel, IVR tab
option
Schedule
Description
Use the Schedule object to perform a particular sequence of IVR script
operations when the contact center is either open or closed.
Parameters:
n
In the Label text entry area type the alphanumeric label used to uniquely
identify the element in the IVR Script.
Labels can contain a maximum of 21 characters and must be unique within
an IVR script.
n
In the Select schedule list, choose a schedule definition.
Exit points:
The Schedule object uses the value of Select schedule to transfer control
to the script sequence specified within the following exit points:
n
open equals true if the phone interaction has been received within
the selected schedule's open hours.
n
closed equals true if the phone interaction has been received
outside the selected schedule's open hours.
n
#1 through #6 equal true if the schedule specified in Select schedule
includes an exception condition, numbered 1 through 6, and today's
date is within the exceptions from and to dates.
For more information about creating schedules, see Specifying Hours of
Operation with the Schedules Tabs, on page 19.
Menu
Use the Menu object to present a list of options to the caller.
Parameters:
n
an IVR script.
n
In the Invite message list, choose the audio file the IVR script plays to
offer menu options to a caller.
n
In the Invalid message list, choose the audio file the IVR script plays if
the caller responds to the prompt with an invalid entry.
n
In the Empty message list, choose the audio file the IVR script plays if the
caller does not respond to an IVR menu prompt within 10-seconds.
In a Menu script object, the Empty message parameter and the empty exit
point (described below) are mutually exclusive: If you configure the empty
exit point, then the Menu object will not play the audio file specified in the
Empty message list.
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option
Description
Exit points:
The Menu object contains the following labeled exit points:
n
0-9, *, # label the script operations performed after the caller has
pressed the corresponding key on his or her telephone's keypad.
n
extension contains the script operations performed if the caller supplies a
valid 3-digit extension number.
The Virtual Contact Center permits only Agents with the Direct Agent Access
Feature enabled to be directly accessed by extension number.
n
empty contains the script operations performed if the caller does not
respond to an IVR menu prompt within 10-seconds, and the empty exit point
of the Menu object is not configured.
In a Menu script object, the empty exit point, and the Empty message
parameter (described above) are mutually exclusive: If you configure the
empty exit point, then the Menu object will not play the audio file specified
in the Empty message list.
n
too many invalid labels the script operations performed if the caller makes
three invalid responses to the menu prompts.
Invalid responses include three incorrect keypad entries or no response to
the menu within 10-seconds.
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option
Check ANI
Description
Use the Check ANI object to use the phone number of the inbound
caller to perform a lookup in the Contactual customers file. If a matching
phone number is found in the Customer file, the record is loaded in
memory and can be used to check the value of picklist fields to
determine how to route the call.
Parameters:
n
an IVR script.
n
In the contact found item, define the call processing steps to be
performed if a Contactual CRM customer record was found
n
In the contact not found item, define script call processing steps to
be performed if a Contactual CRM customer record was not found
Exit points:
The Check ANI object uses the value of the caller's ANI phone number
to transfer control to the script sequence specified within the following
exit points:
n
contact found equals true if the caller's phone number matches one
in the Contactual CRM.
n
contact not found equals true if the caller's phone number does not
match one in the customer file.
When using the Check ANI object both exit points should be configured.
An exit point does not have any processing steps, and the object exits on
that exit point the caller will be disconnected
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option
Get Value
Description
Use the Get Value object to request or require the caller to use his or
her telephone's keypad to provide the following Contactual CRM data:
n
A Contactual CRM customer AccountNumber
n
A Contactual CRM CaseID
n
A numeric Customer or Case custom field
n
An external Variable1 or Variable2 that can then be passed to an external
program for screen pops or integration with 3rd party or custom systems
For more information about screen pop, see Configure Third-party CRM
Message Popups with the Screen Pop Tab, on page 207.
Parameters:
n
an IVR script.
n
In the Invite message list, choose the audio file the IVR script plays to
prompt the caller to enter specific numerical information.
n
In the Invalid message list, choose the audio file the IVR script plays if
the caller responds to the invite message prompt with an invalid
entry.
n
In the Empty message list, choose the audio file the IVR script plays if
the caller does not respond to the invite message prompt within 10seconds.
n
In the Data to collect list, select the CRM data to request or require
from the user.
n
Select Entry is mandatory to require that the user supply a valid
response to the prompt before enabling them to proceed beyond
the Get Value object.
Exit points:
The Get Value object uses the value of the caller's response to transfer
control to the script sequence specified within the following exit points:
n
found equals true if the caller's numerical entry matches the CRM data that
was specified in the Data to Collect list.
If Entry is Mandatory is disabled, or the value to be matched is stored in an
external variable, the script exits.
n
empty equals true if Entry is Mandatory is enabled, and the caller
does not supply a value.
n
too many invalid equals true if Entry is Mandatory is enabled and the caller
made three incorrect attempts to supply a valid response.
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option
Voice Recording Settings
Description
If your Virtual Contact Center operates in jurisdictions which require
seeking caller's permission before recording a call, the caller's choice
must be able to override the queue and agent level recording settings as
well as the agent's record on demand capability.
Use the Voice Recording Settings object to determine the
circumstances under which a call may be recorded. For more
information on the usability of the object, refer to
Parameters:
n
an IVR script.
n
In the Permission to record, select one of the four options.
o Keep prior setting: Keep prior setting for automatic and
agent initiated recording
o Not asked: No automatic recording but allow agent to
initiate recording
o Granted: Follow Agent & Queue recording settings for
automatic recording and allow agent to initiate
recording
o Denied: No automatic recording and do not allow agent
to initiate recording
When Record % of calls is applicable then IVR, Queue and Agent voice
recording percentages are applied.
n
In the Automatic Call Recording, based on the settings in Permission to
record, one of the following four options get automatically selected or you
can select an option to override the default.
o Keep prior setting: Keep prior setting for automatic
recording
o Record this call: The current call is recorded
o Do not record this call: The current call is not
automatically recorded
o Record % of calls: IVR %, Queue % and Agent %
probabilities are used to determine if the call is recorded
automatically or not
n
In the Allow agent to initiate recording, based on the settings in Permission
to record, one of the following three options get automatically selected or
you can select an option to override the default.
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option
Description
o Keep prior setting: Keep prior setting for agent initiated
recording
o Yes: Allow agent to initiate recording of this call
o No: Do not allow agent to initiate recording of this call
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option
Play
Description
Use the Play object to play an audio file in a particular location in the IVR
script.
Parameters:
n
an IVR script.
n
In the Played message list, choose the audio file the IVR script plays
when at a specific location in the IVR script.
Exit points:
No exit points.
Check Picklist
Use the Check Picklist object to evaluate the value of a particular item
from the CRM database.
Perform a Check Picklist comparison after you have used the Check ANI
or Get Value object to load a customer or case record into memory.
Parameters:
n
an IVR script.
n
In the Data to test list, choose the picklist field to evaluate.
n
In the Select operator list, choose the equal to or not equal to
comparison operator.
n
In the Select values list, choose the picklist values for the data
element specified by the Data to test list, above.
Exit points:
The Check Picklist object transfers control to the script sequence
specified within the following exit points:
n
matched equals true if one of the selected values equals the value of
a record in the Contactual CRM.
n
not matched equals true if one of the selected values does not equal
the value of a record in the Contactual CRM.
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option
Forward to agent
Description
If your Virtual Contact Center uses the direct agent access feature, in the
Menu script object described earlier in this table, you can use the
Forward to agent object to forward the caller to an agent's phone.
The Forward to agent object does not function unless contained in the
extension exit point of a Menu object.
The Virtual Contact Center rings the agent's phone for the number of
seconds specified in the Agents Page, Access tab, Voicemail and
Prompting timeout list. For information about the Agents page, Access,
tab, see Summary of Access Tab Options, on page 44.
Parameters:
n
identify the element in the IVR Script for the Forward to agent element.
an IVR script.
n
In the Message list, if agent voice mail is activated, then choose the
audio file the IVR script plays immediately before forwarding the
caller to the Agent's voicemail.
n
In the Invalid Extension Message list, choose the audio file the IVR
script plays if the caller supplies an invalid 3-digit agent extension.8
Exit points:
The Forward to agent object uses the value of the extension entered by
the caller to transfer control to the script sequence specified within the
following exit points:
n
resume equals true if the caller enters * instead of leaving a voice message.
Use the resume label to transfer a caller who does not leave a message to
another location in the IVR script.
n
too many invalid equals true if the caller dials an invalid agent
extension three times.
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option
Test Queue
Description
Use the Test Queue object to check the condition of a queue before
entering a queue. Test queue provides a set of conditions which when
met, triggers specified actions. The test queue object gives IVR designer
a lot more routing and announcement flexibility by allowing testing
queue status repeatedly.
Parameters:
n
an IVR script.
n
In the Queue name list, choose the phone queue to test the condition.
n
Use the Condition Matched area to determine routing choices based on
Agent availability or queue performance.
n
To route the call differently, or to provide the caller with choices when there is no
qualified agent available to immediately accept the interaction, select there are
no qualified agents waiting.
n
qualified agent logged in to immediately accept the interaction, select there are
no qualified agents logged in.
Qualified agents refer to agents set up to receive interactions from the queue
specified in the Queue name list.
n
To evaluate the condition of a selected queue, then route the call based on the
test results of that performance, select Enable queue tests below.
Perform one or all of the following tests:
n
there are___calls in queue ahead of this call: Enter the maximum
number of calls that can be ahead of the current call.
n
there is a call in this queue that has been waiting longer than ___
seconds: Enter the maximum time that a call in the queue has waited in the
queue .
n
the instantaneous expected wait-time calculation exceeds___
seconds: Enter a time duration in seconds.
Exit points:
Test Queue has two exit points:
n
Condition Matched
n
Condition not Matched.
The Test Queue object transfers control to the script sequence specified
under the exit points based on the following test results:
n
There are no qualified agents waiting in the queue
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option
Description
n
There are no qualified agents logged in
n
There are n number of calls in the queue ahead of this call where n is
the number specified in the test.
n
There is a call waiting longer than the specified time in the queue
n
The instantaneous expected wait time calculation for a call exceeds the
specified time.
The expected-wait-time calculation is useful only when there are more than
20 qualified agents assigned to the queue and active. Mathematical
uncertainty with fewer than 20 active, similarly skilled agents may produce
unexpected results.
One of the many ways the condition matched, or condition not matched
exit point can be used is to trigger another test, or provide the caller
with a choice of waiting in queue when no agent is available, or to leave
a voicemail, or inform the caller of an approximate waiting time, and
then forward to queue.
For example, if there is a call in the queue that has waited longer than
120 seconds, you can insert the Play object under the Condition
matched exit point to play a message informing the caller of an
expected waiting time for the call to be answered. You can then use the
Forward to Queue object to route the call to a queue.
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option
Forward to queue
Description
Use the Forward to queue object to forward a phone interaction to a
specific phone queue.
Parameters:
n
an IVR script.
n
In the Queue name list, choose the target phone queue to receive the call.
For more information about modifying the default queue forwarding
behavior, see the information about the Take the Overload path if area,
below.
n
Use the Take the Overload path if area to determine routing choices based
on Agent availability or queue performance.
n
qualified agent available to immediately accept the interaction, select there are
no qualified agents waiting.
n
qualified agent logged in to immediately accept the interaction, select there are
no qualified agents logged in.
Qualified agents means agents assigned to receive interactions from the queue
specified in the Queue name list.
n
To evaluate the selected queue's performance, then route the call based on the
results of that performance, select Enable queue overload tests.
n
If you selected Enable queue overload tests , then perform one or all of the
following tests:
n
there are___calls in queue ahead of this call: Enter the maximum
number of calls that can be ahead of the current call.
n
there is a call in this queue that has been waiting longer than ___
seconds: Enter the maximum time that a call in the queue has waited in
the queue under test.
n
the instantaneous expected wait-time calculation exceeds___
seconds: Enter a time duration in seconds.
Exit points:
The Forward to Queue object transfers control to the script sequence
specified under the overload exit point as follows.
n
There are no qualified agents waiting in the queue
n
There are no qualified agents logged in
n
There are n number of calls in the queue ahead of this call where n is
the number specified in the test.
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option
Description
n
There is a call waiting longer than the specified time in the queue
n
The instantaneous expected wait time calculation for a call exceeds the
specified time.
The expected-wait-time calculation is useful only when there are more than
20 qualified agents assigned to the queue and active. Mathematical
uncertainty with fewer than 20 active, similarly skilled agents may produce
unexpected results.
The overload exit point can be used to provide the caller with a choice
of waiting in queue when no agent is available or to leave a voicemail.
For example, in the Forward to Queue object's overload exit point,
insert the Forward to voice mail object to route the call based on the
caller’s response to a prompt of the form "Press 1 to leave a message or
remain on the line to speak to the next available agent"; if the caller
does not press one, the script transfers the call to the queue specified in
the Queue Name list.
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option
Forward to voice mail
Description
Use the Forward to voice mail object to transfer phone interactions to a
selected voice mail queue.
If the Forward to voice mail object is inserted under the overload exit
point of a Forward to Queue object, the caller can choose between
waiting in queue or transferring to voicemail.
Parameters:
n
In the Label text entry area type the label used to uniquely identify the
element in the IVR Script.
an IVR script.
n
In Invite Message list, choose the audio file that directs the caller to press 1
to leave a voice mail message.
The audio file must direct the caller to press 1 to leave a voice mail: No
other number will work.
If the Access to voice mail is mandatory option, described below, is selected,
then the IVR script forcibly transfers the call to voice mail.
n
In the Queue name list, choose the voice mail queue that receives
calls transferred to voice mail.
n
Select Access to voice mail is mandatory to have the IVR script
forcibly transfer calls to the voice mail queue.
Exit points:
No exit points.
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option
Forward to External IVR
Description
Use the Forward to External IVR object to forward a phone interaction to
an external IVR server. This redirects an incoming call to an external SIP
URI address, or a phone number, which lands on an external IVR system.
You can complete a self service authentication on an external IVR
server, and resume the call as desired by the customer. The entry point
for an incoming call remains the Virtual Contact Center IVR, with
external IVR as an additional tree node within it.
The object allows data exchange between the external IVR server, and
theVirtual Contact Centerserver through a RESTful API interface. The
data flow requires a SIP connection.
Parameters:
n
an IVR script.
n
In the Phone number text entry area, type the complete phone number the
IVR script dials when transferring a phone interaction.
The Phone number text entry area accepts only the numeric characters 0-9.
n
In the United States, phone numbers, must be of the form:
In the United States, when typing numbers into text entry areas, always preface
the area code with 1.
n
Exit points:
Resume- Provides the capability to resume within theVirtual Contact
Center IVR tree on detecting a hang-up event on the External IVR server,
and redirects a call to a predefined or assigned destination.
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option
Forward to external number
Description
Use the Forward to external number object to forward a phone
interaction to a phone number that is not managed by the Virtual
Contact Center.
Parameters:
n
an IVR script.
n
In the Phone number text entry area, type the complete phone number the
IVR script dials when transferring a phone interaction.
The Phone number text entry area accepts only the numeric characters 0-9.
n
In the United States, phone numbers, must be of the form:
In the United States, when typing numbers into text entry areas, always preface
the area code with 1.
n
Exit points:
No exit points.
Label
Use the Label object in combination with the Goto object, described
later in this table, to redirect call processing to any location in the IVR
script. The Goto object redirects the interaction to the parameter of a
Label object.
Parameters:
In the Label text entry area type the alphanumeric label used to
uniquely identify the element in the IVR Script.
Labels can contain a maximum of 21 characters and must be unique
within an IVR script.
Exit points:
No exit points.
Goto
Use the Goto object to redirect the script to continue running at some
labeled location in the script.
Parameters:
In the Destination list, choose a labeled script location.
Exit points.
No exit points.
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option
Description
Hang up
Use the Hang up object to disconnect a phone interaction.
The IVR disconnects a phone interaction if the call has not been
forwarded to queue, voicemail or an external number, and the script
flow contains no further script objects.
In the Label text entry area type the alphanumeric label used to
uniquely identify the element in the IVR Script.
Labels can contain a maximum of 21 characters and must be unique
within an IVR script.
Exit points.
No exit points.
Default Termination
IVR tree has two primitives/nodes:
n
Main IVR
n
Default Terminating Node
The default termination node is the last node in the IVR tree and cannot
be deleted from the tree. You can add IVR primitives between these
nodes only.Default Termination node catches all calls that would drop on
reaching a non terminating exit criterion such as Play or Label in the IVR
script, and routes them with four exit options:
n
Forward to Queue: Directs the call to a queue.
n
Forward to Voice Mail: Directs the call to a voice mail queue.
n
Forward to External Number: Forwards the call to an external
phone number.
n
Hang up : Terminates the call.
Creating an Example IVR Script
An IVR script plays audio files to prompt a caller for information, then uses the caller's
responses to those prompts to route the interaction to a specified phone queue.
The following procedures illustrate scripts that contain increasingly complex combinations
of IVR script objects and control flow features:
n
n
n
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Before You Begin
The procedures in this section assume that you have used the Configuration Manager to
create:
n
At least one phone queue.
For information about creating phone queues, see Creating or Editing Phone Queues,
on page 56
n
At least one voice mail queue.
For information about creating voice mail queues, see Configuring Voice Mail Queues,
on page 78.
n
At least one contact center schedule.
For information about creating schedules, see Specifying Hours of Operation with the
Schedules Tabs, on page 19.
Disabling the Phone Channel Before Editing the Script
Best practice: Before editing an Virtual Contact Center IVR Script, select the phone
channel's Own channel script and disable the IVR channel.
To select the IVR script and disable the Phone channel:
1. Display the Phone channel's Properties tab.
For information about the Channels Page, Phone channel Properties tab, see
Configuring Phone Channel Preferences with the Properties Tab, on page 88.
2. In the Properties tab, in the Use script from channel list, choose Own channel script.
3. Clear This channel is enabled.
4. Click Save.
The Virtual Contact Center applies the changes and display's the Phone channel's IVR
Script tab.
Perform the procedure in this section to build a simple IVR script that:
n
Checks a schedule for the contact center's current hours of operation.
n
Plays a greeting message to the caller.
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n
n
If the contact center is open, routes the call to a queue
If the contact center is closed, offers the caller the chance to leave a voice mail
message.
To select a schedule, play a greeting and route a call to a queue:
1. In the IVR Script tab, in the object selection list, select Schedule.
The Configuration Manager displays the parameters for the Schedule object in the
right-side object configuration area.
2. In the object configuration area:
a. In the Label text entry area type BusHours.
b. In the Schedule list, choose a previously defined schedule.
c. Click Save.
The Configuration Manager inserts the Schedule object below the MainIVR label.
Figure 59: IVR Script example, Schedule object
3. If a call arrives when the contact center is open, play a greeting message. In the
schedule object, select the open exit point, then in the object selection list choose
Play.
The Virtual Contact Center displays the parameters for the Play object. In the object
configuration area:
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a. In the Label text entry area type PlayWait01.
b. In the Played list, choose Wait for next agent.
The procedure refers to audio files from the Virtual Contact Center default set of
audio files. Your IVR scripts may reference one or more default audio files, or
reference the customized audio files you uploaded to the Configuration Manager.
c. Click Save.
The Configuration Manager inserts the Play object below the open exit point.
4. Choose the queue the caller is routed to. Select the Play object, then:
a. In the Label text entry area type PhoneQ01.
b. In the Queue name list, choose a phone queue.
c. Click Save.
The Configuration Manager inserts the Forward to queue object below the Play object.
5. If the call arrives when the contact center is closed, route the call to a voice mail
queue. In the IVR Script area, in the schedule object, select the closed exit point, then
in the object selection list choose Forward to voice mail.
The Virtual Contact Center displays the parameters for the Forward to voice mail
object. In the object configuration area:
a. In the Label text entry area type Vmail01.
b. In the Invite Message list, choose Voice mail invite.
c. In the Queue name list, choose a voice mail queue.
d. Select Access to voice mail is mandatory.
e. Click Save.
The Configuration Manager inserts the Forward to voice mail object below the closed
label.
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Figure 60: IVR script example, Forward to voice mail object
The procedure in this section illustrates how to implement menus of options.
The following procedure builds on the IVR script example in Building a Simple Greeting
and Routing Script, on page 108.
To script a set of menu options:
1. In the script you created in the procedure in Building a Simple Greeting and Routing
Script, on page 108
a. Select the Forward to queue object PhoneQ01, then click Delete.
b. Select the Play object PlayWait01, then click Delete.
2. When the contact center is open, play a menu of options. In the schedules object,
select the open exit point, then in the object selection list choose Menu.
The Virtual Contact Center displays the parameters for the Menu object. In the object
configuration area.
a. In the Label text entry area type OpenMenu01.
b. In the Invite Message list, choose Optional queue Selection.
When a caller first connects to the contact center, the Menu object's Invite
message audio file orients them to the set of menu choices. In most cases, this
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implies the need for an invite message that has been customized for your contact
center.
c. In the Invalid message list, choose Invalid selection.
If a caller provides an invalid response to the invite message, the Invalid message
audio file informs them that the Virtual Contact Center cannot interpret their
response.
d. In the Empty message list, choose Wait for next agent.
If a caller does not respond to the prompt within 10-seconds, the Empty message
audio file informs them to respond.
e. Click Save.
The Configuration Manager inserts the menu object below the open label.
Figure 61: IVR script example, Menu script object
3. Configure the message played when the caller responds to the initial menu by pressing
1. In the Menu object, select the 1 exit point, then:
a. In the object selection list choose Play.
b. In the Label text entry area type CallWarn.
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c. In the Played message list choose the Call monitoring warning audio file.
d. Click Save.
The Configuration Manager inserts the Play object below the 1 label.
4. Configure the queue the caller is routed to if they respond to the initial menu by
pressing 1. In the Menu object, in the 1 exit point, select the Play object, then:
a. In the object selection list choose Forward to queue.
b. In the Label text entry area type PhoneQ02.
c. In the Queue name list, select a phone queue.
d. Click Save.
The Configuration Manager inserts the Forward to queue object below the 1 exit point.
Figure 62: IVR script example, Menu object, choice 1
5. Continue to the next example, Using Caller Information to Process Interactions, to build
on this script.
Use the procedure in this section to prompt a caller for information that will be used to
find a caller's record in the Contactual CRM database, then use information contained in
that record to determine how to route the call.
The following procedure builds on the IVR script example in Creating Menus of Options,
on page 111.
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To create an interactive IVR script that prompts a caller, tests for the caller's
Contactual CRM record, and routes the call:
1. Prompt the caller for information such as an account number. In the Menu script
object, select the 2 exit point, then in the object selection list choose Get Value.
The Virtual Contact Center displays the parameters for the GetValue object in the
object configuration area:
a. In the Label text entry area type GetValue01.
b. In the Invite Message list, choose Enter mandatory account number.
c. In the Invalid message list, choose Invalid selection.
d. In the Empty message list, choose Invalid selection.
e. In the Data to collect list, choose Customers: Account Number.
f. Select Entry is mandatory.
g. Click Save.
The Configuration Manager inserts the GetValue object below the 1 label.
Figure 63: IVR script example, GetValue object
You can also use the GetANI script object to look in the Contactual CRM for existing
customers.
2. Add a Label object to the portion of the script that processes customer accounts. In the
GetValue object, select the found exit point, then in the object selection list choose
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Label.
In the object configuration area, in the Label text entry area type AcctFound then
click Save.
Labeling the portion of the script that processes customer account interactions enables
other script objects to use the Goto script object to transfer control ("jump") to that
portion of the IVR script.
3. Check the customer's status. Select the Label object, then in the object selection list
choose Picklist.
The Virtual Contact Center displays the parameters for the Picklist object. In the object
configuration area:
a. In the Label text entry area, type ChkCustID.
b. In the Data to test list, choose Record Type.
c. In the Select operator list, choose Is equal to.
d. In the Select values list, choose Customer.
e. Click Save.
The Configuration Manager inserts the Picklist object below the found label.
n
n
n
n
The configuration of your Contactual CRM determines the types of data the Picklist
script object can test for.
Use the Picklist script object's matched and not matched labels to use the result of
the Picklist's comparison operation to route the call.
The Label script object enables other objects to use a Goto script object to transfer
control to the Picklist script sequence.
You can also use the GetANI function to use the caller's Automatic Number
Identification (ANI) to look for existing Contactual CRM data.
Enabling a Phone Channel and Associated IVR Script
Perform the following procedure to enable a phone channel and the channel's IVR script.
To enable the Phone channel:
1. Display the Phone channel's Properties tab.
For information about the Channels Page, Phone channel's Properties tab, see
Configuring Phone Channel Preferences with the Properties Tab, on page 88.
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2. Select This channel is enabled.
3. Click Save.
The Virtual Contact Center puts the IVR channel and associated script into service.
You can now make test phone calls to the phone channel to validate the operation of the
IVR script.
Configuring Email Channels
An email channel in the Virtual Contact Center defines an email address that your
customers use to send email requests to the contact center. For example:
[email protected]
When you configure an Email Channel, you specify the POP3 or IMAP email server from
which the Virtual Contact Center retrieves email messages.
Using Dedicated Contact Center Email Channels
The email accounts used in conjunction with your Virtual Contact Center must be used
only for that purpose. Do not login or access your contact center's email channel from
outside of your Virtual Contact Center.
The Email Channel's Email Script specifies which Virtual Contact Center queues receive
those retrieved messages.
Configuring Email Channel Preferences with the Properties Tab
Use the Email Channel, Properties tab to specify the primary properties of the email
channel.
To configure an email channel's properties:
The Configuration Manager displays a list of channels for all media.
2. In the list of email channels, click Add or Edit.
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Figure 64: Email Channel page, Properties tab
3. Enter or select the values for the following properties of an email channel.
a. Incoming Email Address
b. User ID
c. Password
d. Incoming Mail Server
e. Protocol
f. Port
g. Use script from channel
4. Check the option to enable the channel.
5. Test the connection with the mail server by clicking Test.
If the connection to the server is successful, the test indicates the messages in the
server.
6. Click Save.
Summary of Email Channel Properties Tab Options
Table 44 summarizes the options available in the Email Channel page, Properties tab.
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Table 44: Summary of Email Channel page, Properties tab options
Email Channel,
Description
Channel type
Read-only reminder of the type of channel.
Incoming Email Address
Type the full email address used by customers to submit interactions to this
email channel.
User ID
Type the login username required to retrieve email for the email address
specified by the Incoming Email Address text entry area.
Password, Retype Password
Type and verify the password required to retrieve email for the email
address specified by the Incoming Email Address text entry area.
Incoming Mail Server,
For the email server that receives the email messages specified by the
Incoming Email Address, type the network address of the mail server.
Protocol
Choose the email protocol supported by the server.
Valid choices are:
n
POP3, POP3 over SSL
n
IMAP, IMAP over SSL
After you choose an email protocol, the Configuration Manager
automatically places that protocol's default port number in the Port text
entry area, described later in this table.
Port
By default, when you use the Protocol list to choose an email protocol, the
Configuration Manager places the following default port numbers in the
Port text entry area:
n
POP3: 110
n
POP3 over SSL: 995
n
IMAP: 143
n
IMAP over SSL: 993
If the email server that receives the email messages specified by the
Incoming Email Address uses a non-default port number, in the Port text
entry area type that non-default port number.
Use script from channel
If you have more than one email channel, choose another channel's
n
Choose Copy to place a copy of the script into this channel's Email Script
definition tab.
Changes made to the other channel's IVR script will not appear in the copied
IVR script
n
Choose Link to to run another channel's Email Script definition in this
channel
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Email Channel,
Description
If you have more than one email channel, choose another channel's
This Channel is enabled
Select to put this email channel into service.
Enable a channel only after your contact center is ready to receive
interactions on the channel.
Scripting Email Channel Message Handling with the Email Script Tab
Use the Email Channel, Email Script tab to create or edit the script used to route incoming
email interactions to the correct Email Queue.
2. In the list of email channels, click Add or Edit, then click the Email Script tab.
Figure 65: Email Channel, Email Script tab
3. When creating or modifying an email script, in the email channel's Properties tab,
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clear This channel is enabled.
This ensures that Virtual Contact Center does not run an incomplete email script.
After completing the script, re-enable the email channel.
For more information about the Email Channel, Properties tab, see Configuring Email
Channel Preferences with the Properties Tab, on page 116.
Summary of Email Channel Email Script Tab Options
Table 45 summarizes the options available in the Email Channel page, Email Script tab.
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Table 45: Summary Email Channel page, Email Script tab options
Email Channel, Email
Script tab option
Schedule
Description
Use the Schedule Email script object to perform a particular sequence of
Email Script operations if the contact center is either open for operation or
closed.
Parameters:
n
identify the element in the email script.
Labels can contain a maximum of 21 characters and must be unique within an
email script.
n
In the Select schedule list, choose a schedule definition.
Exit points:
The Schedules script object uses the value of Select schedule to transfer
control to the script sequence specified within the following labeled
conditions:
n
open equals true if the email interaction has been received within the
contact center's hours of operation.
n
closed equals true if the email interaction has been received outside
the contact center's hours of operation.
n
#1 through #6 equal true if the schedule specified in Select schedule
includes an exception condition, numbered 1 through 6, and today's
date is within the exceptions from and to dates.
For more information about creating schedules, see Specifying Hours of
Operation with the Schedules Tabs, on page 19.
Check CRM
Use the Check CRM email script object to check the value of the Contactual
CRM for existing customer information.
new customer , new case, or followup fields.
Parameters:
an email script.
Exit points:
The Check CRM script object transfers control to the script sequence
specified within the following labeled conditions:
n
new customer equals true if the email interaction's From field contains
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Script tab option
Description
an email address that is not in the Contactual CRM.
n
new case equals true if the email interaction's From field contains an
email address that is in the Contactual CRM, and the email does not
contain an existing case number in the Subject line.
n
followup equals true if the email interaction's From field contains an
email address that is in the Contactual CRM, and the email contains an
existing case number in the Subject line.
For more information about the Contactual CRM, see Configuring the
Contactual CRM with the CRM Page, on page 143.
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Script tab option
Check Priority
Description
Use the Check Priority email script object to inspect the priority of the
incoming mail message.
The Check Priority object inspects the incoming email message's header
for the value of X-Priority, Importance, and Priority. If the
Virtual Contact Center cannot locate these areas in the message, it will
assign the message a priority equal to 3 – Normal.
Parameters:
n
email script.
n
In the Priority value list, choose the priority setting of the incoming
email message, where 1=highest priority and 5=lowest priority.
n
Select Negate comparison to make inspection true if the priority
specified in the Priority value list does not match the priority of the
incoming mail message.
Exit points:
The Check Priority script object transfers control to the script sequence
n
matched equals true if Negate comparison is not selected and the
email interaction's priority equals the value of Priority value.
n
not matched equals true if Negate comparison is not selected and the
email interaction's priority does not equal the value of Priority value.
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Script tab option
Check Recipient
Description
Use the Check Recipient email script object to inspect the To or CC areas of
the incoming mail for a name or other text string.
Parameters:
n
email script.
n
In the Select recipient field list, choose whether the Email script
inspects the To or Cc addressee field of the incoming email message.
n
In the Select operator list, choose a comparison operator.
Choices are Contains, Begins with, Ends with, or Is equal to.
n
In the Pattern text entry area, type a pattern as a text string or a POSIX
extended regular expression.
n
Select Negate comparison to make the recipient check true if the Email
Script does not find the string specified in the Pattern text entry area.
n
Select Case sensitive to enable the pattern search to differentiate
between upper and lower case characters.
Exit points:
The Check Recipient script object transfers control to the script sequence
n
email message's recipient equals the value of Pattern.
n
email message's recipient does not equal the value of Pattern.
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Script tab option
Check Sender
Description
Use the Check Sender email script object to inspect the From area of the
incoming mail for a name or other text string.
Parameters:
n
email script.
n
n
In the Pattern text entry area, type a pattern as a text string or a POSIX
extended regular expression.
n
Select Negate comparison to make the recipient check true if the Email
Script does not find the string specified in the Pattern text entry area.
n
Exit points:
The Check Sender script object transfers control to the script sequence
n
From area of the email message equals the value of Pattern.
n
From area of the email message does not equal the value of Pattern.
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Script tab option
Check Subject
Description
Use the Check Subject email script object to inspect the Subject area of the
incoming mail for a particular text string.
Parameters:
n
email script.
n
n
In the Pattern text entry area, type a pattern as a POSIX extended
regular expression.
n
Select Negate comparison to make recipient check true if the string
specified in the Pattern text entry area is not found.
n
Exit points:
The Check Sender script object transfers control to the script sequence
n
Subject area of the email message equals the value of Pattern.
n
Subject area of the email message does not equal the value of Pattern.
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Script tab option
Check Flood
Description
Use the Check Flood email script object to detect an unusually high volume
of incoming email messages that appear to be identical. One possible
reason a high volume of identical incoming messages may be received is a
Denial of Service attack.
Parameters:
n
email script.
n
In the Time Interval list, choose the time period during which the Email Script
counts the number of email messages arriving at the email queue.
Choices are Disabled, 15 minutes, 30 minutes, 45 minutes, 1 hour, 2 hour, 3
hour, 4 hour, 6 hour, 12 hour. and 1 day.
n
In the Maximum number of emails list, choose the maximum number of
incoming emails that occur within the time period specified in the Time
Interval list.
Choices are 2 , 5, 10, 20, or 50 emails.
Exit points:
The Check Flood script object uses the values of Time Interval and
Maximum number of email to transfer control to the script sequence
n
flood detected equals true if a Maximum number of emails that appear
to be identical have been received within Time Interval.
n
first email equals true if the most recently received email message
appears to be new.
n
other emails equals true if the most recently received email message is
similar to at least one other email processed within the specified Time
Interval, but the quantity of these messages has not yet exceeded the
value of Maximum number of emails.
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Script tab option
Check Spam
Description
Use the Check Spam email script object to enable the script to perform
different operations depending on the incoming email message's spam /
not spam status.
Parameters:
an email script.
Exit points:
The Check Spam script object transfers control to the script sequence
n
is spam equals true if Virtual Contact Center classifies the email
message as spam.
n
is not spam equals true if Virtual Contact Center does not classify the
email message as spam.
For more information about the Virtual Contact Center spam threshold
level, see Summary of Profile Tab Options, on page 13.
Check Virus
Use the Check virus email script object to enable the script to perform
different operations depending on the incoming email message's infected /
not infected status.
Virtual Contact Center uses McAfee VirusScan to inspect incoming email
messages.
Parameters:
an email script.
Exit points:
The Check Virus script object transfers control to the script sequence
n
infected equals true if Virtual Contact Center detects a virus in the
email message.
n
not infected equals true if Virtual Contact Center does not detect a virus
in the email message.
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Script tab option
Forward to queue
Description
Use the Forward to queue email script object to check how many
incoming messages are waiting in the queue, and if a maximum number is
exceeded begin forwarding messages to a different email queue.
Parameters:
n
email script.
n
In the Select queue list, choose which email queue receives forwarded
messages.
n
In the Maximum number of emails waiting text entry area, type the integer
number of emails that can accumulate in the current email queue before the
script begins forwarding messages to the queue specified by the Select queue
list.
An Virtual Contact Center email queue can contain a maximum of 900
messages. If an email queue contains more than 900 messages, and the email
queue's email script includes the Forward to queue script object, then Virtual
Contact Center initiates overflow processing.
Exit points:
The Forward to queue script object transfers control to the script sequence
n
routed equals true if the email queue does not contain more messages than
specified by the Maximum number of emails waiting text entry area, or no
more than 900 messages.
Virtual Contact Center places the new message in the current email queue.
n
overload equals true if the email queue contains more messages than
specified by the Maximum number of emails waiting text entry area, or more
than 900 messages).
Virtual Contact Center places the new message in the queue specified in the
Select queue list.
Label
Use the Label Email script object to insert a named point into the Email
Script. The labeled script object can then be accessed by other script
statements, such as the Goto script object, described later in this table.
Parameters:
an email script.
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Script tab option
Description
Exit points:
No exit points.
Goto
Use the Goto Email script object to direct the script to continue running at
some labeled location in the script.
Parameters:
n
email script.
n
In the Destination list, choose a labeled script location.
The Goto object can reference object labels located "lower" in the email script.
Exit points:
No exit points.
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Script tab option
Description
Reply to Email
Use the Reply to Email email script object to
Parameters:
n
identify the element in the Email Script.
Labels can contain a maximum of 21 characters.
n
In the From text entry area, type the return address for the outgoing email
message.
You must type a valid email address or select Use channel email address as
From to save the Reply to Email email script object.
n
Select Use channel email address as From to place the email channel's address
in the outgoing email message's from area.
You must select Use channel email address or type a valid email address in the
From text entry area to save the Reply to Email email script object.
n
In the CC text entry area, to send a "carbon copy" of the outgoing email
message to one or more additional recipients, type the recipients'
properly formatted email address. The CC text entry area allows you to
type up to 80 characters.
n
In the BCC text entry area, to send a "blind carbon copy" of the outgoing email
message (a copy whose email address is concealed from other addressees) to
one or more additional recipients, type the recipients' properly formatted email
address.
The BCC text entry area allows you to type up to 80 characters.
n
In the Subject text entry area, type an optional subject line for the outgoing
email message.
The Subject text entry area allows you to type up to 40 characters.
n
In the Content text entry area, type the message contents.
Exit points:
The Reply to email script object transfers control to the script sequence
n
sent equals true if Virtual Contact Center did not receive an error when
it sent the reply email message.
n
not sent equals true if Virtual Contact Center received an error when it
sent the reply email message.
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Script tab option
Delete Email
Description
Use the Delete Email email script object to delete the email message being
processed by the Email script.
Because the Delete Email script object deletes the current email message,
use the object as the final action in an email script.
Parameters:
Exit points:
No exit points.
Stop Processing
Use the Stop Processing email script object to stop performing the email
script.
Parameters:
Exit points:
No exit points.
Creating an Example Email Script
An Virtual Contact Center email script uses the information contained in an email
message to route the message to one or more email queues.
The following example contains a series of procedures that illustrate how to combine
Virtual Contact Center Email Script objects and script object control flow features:
n
n
n
n
Before You Begin
The procedure in Inspecting Email Message Subject Lines for a String assumes that you
have used the Configuration Manager to create at least one email queue.
For information about creating email queues, see Configuring Email Queues, on page 63.
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Disabling the Email Channel Before Editing the Script
Best practice: Before editing an Virtual Contact Center Email Script, select the email
channel's Own channel script and disable the email channel.
To select the email script and disable the email channel:
1. Display the email channel's Properties tab.
For information about the Channels Page, email channel Properties tab, see
Configuring Email Channel Preferences with the Properties Tab, on page 116.
3. Clear This channel is enabled.
4. Click Save.
The Virtual Contact Center applies the changes and display's the email channel's Email
Script tab (Figure 65).
If your email server does not provide protection against email viruses, include the Check
Virus script object at the top of all your email scripts to help protect your contact center
from malicious email messages.
If your server already protects against email viruses, do not use the Check Virus object.
To use the Check Virus script object to inspect a message for viruses:
1. In the Email Script tab, in the script object selection list, select Check Virus.
The Configuration Manager displays the parameters for the Check Virus email script
object in the right-side script configuration area.
2. In the configuration area, in the Label text entry area type CV01 then click Save.
The Configuration Manager adds the Check Virus script object to the script. The Check
Virus script object contains the infected and not infected labeled exit points.
3. Delete any email messages infected by viruses. In the Check Virus script object, click
the infected labeled condition, then in the in the script object selection list choose
Delete Email.
The Configuration Manager displays the parameters for the Delete Email email script
object in the script configuration area.
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4. In the configuration area, in the Label text entry area, type DeleteInfected then
click Save.
The Configuration Manager inserts the Delete Email object below the infected label.
Figure 66: Email Script, Check Virus script object
Use the same script design principles to incorporate the Check Spam and Check Flood
objects into an email script.
Use the Check Subject email script object to inspect the subject line of incoming email
messages for a particular string.
To use the Check Subject script object to inspect an email message's subject line
for a string:
1. In the email script, in the Check Virus script object, click the not infected label, then
in the script object selection list choose Check Subject.
The Configuration Manager displays the parameters for the Check Subject email script
2. Configure the Check Subject object to inspect the subject area of email messages for
the string ADV. In the script object configuration area:
a. In the Label text entry area, type CS01.
b. In the Select Operator list, choose Contains.
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c. In the Pattern text entry area, type ADV.
d. Clear Use pattern as a POSIX extended regular expression and Negate
comparison.
e. Select Case Sensitive.
f. Click Save.
The Configuration Manager inserts the Check Subject script object below the not
infected label.
Figure 67: Email Script, Check Subject script object
Use the comparison results returned by the Check Subject script object to route email
messages.
To use the results Check Subject to route the message:
1. Delete email messages that contain ADV in the subject area.
a. In the Check Subject object, click the matched label. then in the object selection
list choose Delete Email.
The Configuration Manager displays the parameters for the Delete email script
b. In the Label text entry area, type DelADV, then click Save.
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The Configuration Manager inserts the Delete Email script object below the
matched label. The email script will delete all incoming email messages that
contain ADV in the subject line.
2. For all messages that do not contain ADV in the subject area, route the message to an
email queue.
a. In the Check Subject object, click the not matched label. then in the object
selection list choose Forward to queue.
The Configuration Manager displays the parameters for the Forward to queue
email script object in the script configuration area.
b. In the Label text entry area, type EmailQ01.
c. In the Select queue list, choose an email queue.
d. In the Maximum number of emails waiting text entry area, type 100, then click
Save.
The Configuration Manager inserts the Forward to queue script object below the
not matched label.
Figure 68: Email Script, Forward to queue script object
3. If the message does not exceed the value specified by Maximum number of emails
waiting, then stop script processing. In the Forward to queue script object, click
routed, then insert a Stop processing script object.
After routing the message, the script stops.
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4. If the message exceeds the value specified by Maximum number of emails waiting (in
the email queue), then send the email to an overload queue. In the Forward to queue
script object, click overload, then insert a Forward to queue script object.
Use the Forward to queue script object to specify a secondary email queue that
receives messages that exceed the primary queue's Maximum number of emails
waiting setting.
The procedure in Routing Email Messages to Queues" illustrates the use of the Stop
processing email script object to end the operation of an email script.
Insert Stop processing objects at all points where you intend the script to stop. Doing so
ensures that the script always behaves as designed.
Enabling the Email Channel and Running the Script
Perform the procedure in this section to enable an email channel and run the channel's
email script.
To enable the email channel:
1. Display the email channel's Properties tab.
For information about the Channels Page, email channel's Properties tab, see
Configuring Email Channel Preferences with the Properties Tab, on page 116.
3. Select This channel is enabled.
4. Click Save.
The Virtual Contact Center puts the email channel and associated script into service.
You can now send test messages to the email channel to validate the operation of the
script.
Configuring Chat Channels
Chat Channels in the Virtual Contact Center define links in your Virtual Contact Center
Support Center page that your customers use to initiate a live chat session with the
contact center.
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Configuring Chat Channel Preferences with the Properties Tab
Use the chat Channel, Properties tab to specify the primary properties of the chat
channel.
To configure the properties of a chat channel:
2. In the list of chat channels, click Add or Edit.
Figure 69: Chat channel page, Properties tab
3. Enter or select the following values for a chat channel
a. Name: a name for the chat channel
b. Description: Summary of the purpose of the chat channel
c. Direct Chat to: a chat queue or to the Main ICR 1
d. Check the enable option to enable a chat channel service.
e. Select the Support Center that provides customers a platform to initiate a chat
session with the contact center.
4. Click Save.
1Interactive Chat Response defines a template to respond to a chat interaction from
customers. This includes primary and secondary greetings to welcome the customers on
chat, and a schedule to determine when to send each type of greeting.
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Summary of Chat Channel Properties Tab Options
Table 46 summarizes the options available in the Chat Channel page, Properties tab.
Table 46: Summary of Chat Channel page, Properties tab options
Chat Channel,
Description
Channel type
Read only reminder of the channel type.
Name
Type the name of the chat channel.
Description
Type the description of the chat channel.
Direct Chat to
Choose this chat channel's Main ICR, or the ICR from another chat channel.
This channel is enabled
Select to place this chat channel into service.
Available at Support Center
Sites
Choose the Support Centers that include an icon for this chat channel.
For more information about configuring Support Centers, see Configuring
Customer Support Access Options with the Support Center Page, on page
157
Scheduling and Specifying Chat Channel Greetings with the Main ICR
Tab
Use the Chat Channel, Main ICR tab to
n
Specify the primary and secondary greetings sent in response to a new chat interaction
n
Configure the schedule used to determine when to send each type of greeting
To display the Main ICR tab:
2. In the list of chat channels, click Edit, then click the Main ICR tab.
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Figure 70: Chat Channel page, Main ICR tab
Summary of Chat Channel Main ICR Tab Options
Table 47 summarizes the options available in the Chat Channel page, Main ICR tab.
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Table 47: Summary of Chat Channel page, ICR tab options
Chat Channel, ICR tab
option
Main Greeting
Description
Type the default greeting transmitted by this chat channel in response to a
new chat interaction.
If you do not select and configure Open Hours Schedule, this chat channel
only transmits the Main Greeting to new chat requests.
Open Hours Schedule
Select Open Hours Schedule to enable the schedule area, then choose the
opening and closing hours of operation for this chat channel.
If Open Hours Schedule is enabled, then:
Alternative Greeting
n
During open hours, the chat channel responds to new chat requests
with the contents of the Main Greeting text entry area.
n
During closed hours, the chat channel responds to new chat requests
with the contents of the Alternative Greeting text entry area.
Type the non-default greeting transmitted by this chat channel in response
to a new chat interaction when Open Hours Schedule is enabled AND the
new chat interaction occurs during closed hours.
Assigning Chat Channel Greetings with the ICR Choices Tab
Use the Chat Channel, ICR Choices tab to choose which queues to display on this channel's
Support Center page.
To display the ICR Choices tab:
2. In the list of chat channels, click Edit, then click the ICR Choices tab.
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Figure 71: Chat channel, ICR Choices tab
Summary of Chat Channel ICR Choices Tab Options
Table 48 summarizes the options available in the Chat Channel page, ICR Choices tab.
Table 48: Summary of Chat Channel page, ICR Choices tab options
Chat Channel, ICR
Choices tab option
1 through 10 queue selectors
Description
In each list, select the Chat Queues displayed on this channel's Support
Center page.
The numbers 1 through 10 define the order Virtual Contact Center displays
the Chat Queue links on the channel's Support Center web page.
For more information about selecting a Chat channel's Support Center
pages, see Summary of Chat Channel Properties Tab Options, on page 139
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Configuring the Contactual CRM with the CRM Page
Use the CRM page to specify the Customer and Case fields used by the Contactual
Customer Relationship Manager (CRM) to identify and characterize interactions.
To display the CRM tab, in the Configuration menu click CRM, then click the Custom
Fields tab.
Figure 72: CRM page, Custom Fields tab
In the Custom Fields tab, the Predefined column identifies the default set of Customer and
Case fields.
Add Customer and Case Fields with the Custom Fields Tab
Use the Add Field tab to specify a custom field to the Contactual CRM.
To display the CRM Add Field tab:
1. In the Configuration menu click CRM.
Configuration Manager displays the CRM page (Figure 72).
2. In the CRM page, click the Custom Fields tab, then in the Customer, Case, or Follow-up
Fields areas, click Edit.
The Configuration Manager displays the Add Field tab.
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Figure 73: CRM page, Add Field tab
3. If you choose a data type of Pick List, in the lower-left click More to display the Pick
List Sort Order tab.
Figure 74: CRM page, Add Field tab, Pick List Sort Order tab
Summary of CRM Add Custom Fields Tab Options
For Customer, Case, and Follow-up fields, use the Add Fields page to specify a custom
field.
summarizes the options available in the CRM page, Add Field tab.
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Table 49: Summary of CRM page, Add Field tab options
CRM page, Add Field
option
Description
Data Type
Choose the type of field to add:
n
Text
n
URL
n
Number
n
Date
n
Pick List
As you select a data type, the Configuration Manager enables or disables
Add Field options.
Field Name
Type the name of the custom Customer or Case Field.
Display Label
Type the label the Virtual Contact Center displays for this field in the Agent
Console.
32 alphanumeric characters maximum.
Default Value
For Text, URL, Number, and Date data types, type the default value of the
CRM Field.
85 alphanumeric characters maximum.
Maximum Length
For Text, URL, and Number data types, type the maximum number of
characters that an agent can type into this field.
The Maximum Length field can specify a maximum of 255 numeric
characters .
Pick List Values
For a Data Type equal to Pick List, type the values displayed in the list, one
value per line.
Existing Records Value
For the Pick List data type, type the default value for the field.
Shown on Home Page
Select to display this custom field on the Home page of the Agent Console.
Value Should be Unique
For Text and Number data types, select to require that the Agent supply a
unique value for this field.
Read Only for Agents
Select to prevent non-supervisor Agents from modifying the value of this
field.
Hidden from Agents
Select to suppress the display of this field on non-supervisor Agent
Console.
Show as a tree
For the Pick List data type, display the list as a tree.
More
For the Pick List data type, click to configure and sort the pick list field's
data.
For information about configuring and sorting Pick List values, see Table 50,
below.
Table 2 summarizes additional options available for the Pick List data type.
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Table 50: CRM page, Add Field tab, Pick List data options
CRM page, Pick List data Description
tab
Data Type
Select Pick List to enable the Pick List Sort Order area.
Pick List Items
In the list of items:
n
Select a value, then use the arrow keys to move the item up or down in
the pick list.
n
Click Sort Alphabetically to sort the list in alphabetical order.
Select Default Value
Choose the default value for the pick list field.
Back
Click to return to the Add Field page.
Configure Time to Close and Stall Time Settings with the
Escalation Tab
To display the CRM Escalation tab:
1. In the Configuration menu click CRM.
2. In the CRM page, click the Escalation tab.
The Configuration Manager displays the Escalation tab.
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Figure 75: CRM page, Escalation tab
Summary of CRM Escalation Tab Options
Table 51 summarizes the options available in the CRM page, Escalation tab.
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Table 51: Summary of CRM page, Escalation tab options
CRM, Escalation tab
option
Description
Enable 'Time to Close'
notification
Select to enable the Virtual Contact Center to send an email notification if a
case has not been closed within the time specified by the If the case is not
closed in list, described in the next table row.
If the case is not closed in
Select the time interval, in hours and days, that a case must be closed.
Send an email notification to
Type the email address where the Virtual Contact Center sends the email
notification that a case has not been closed within the period specified by
the If the case is not closed in list
Notification Frequency
Select the frequency that the Virtual Contact Center sends email
notifications about unclosed cases to the email address specified by the
Send an email notification to text entry area.
Enable 'Stall Time' Notification Select to enable the Virtual Contact Center to send an email notification if a
case has not been closed within the time specified by the If there was no
case activity, described in the next table row.
If there was no case activity for Select to enable the Virtual Contact Center to send an email notification if
more than
there has been no case activity within the time .specified by the If the case
is not closed in list, described in the next table row.
If there was no case activity for Select the time interval, in hours and days, during which a case activity
must occur.
Send an email notification to
Type the email address where the Virtual Contact Center sends the email
notification that a case has had any activity within the period specified by
the If there was no case activity list
Notification Frequency
Select the frequency that the Virtual Contact Center sends email
notifications about cases with no activity to the email address specified by
the Send an email notification to text entry area.
Configuring CRM Properties
Configure the Properties tab to specify CRM behavior in the following areas:
n
To populate email addresses during creating, editing of case records and follow-ups.
n
To define time limit to re-open closed cases.
n
To assign re-opened cases to agents.
n
To display case and follow-up records using HTML in the Agent Console.
To display the CRM Properties tab:
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1. In the Configuration menu click CRM
2. In the CRM page, click the Properties tab.
The Configuration Manager displays the Properties tab.
Figure 76: CRM page, Properties tab
Summary of Properties Tab Options
Table 52 summarizes the options available in the CRM page, Properties tab.
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Table 52: Summary of CRM page, Properties Tab Options
CRM,Properties Tab
Description
Automatically populate Email
Reply Addresses
If enabled, automatically populates the From and To fields present in the
Notification tab of the following screens in Agent GUI:
n
Create New Case
n
Edit Case
n
Create New Follow-up
Prerequisites: This feature requires the agent :
n
To select the right values for Default From and Default
Signature fields under agent's profile in the Agent
Console to populate the From field.
n
To input an email address in the customer record to
populate the To field.
If disabled, the agent selects the email addresses manually.
Closed case - automatic reopening time-limit :
Select the time interval that a closed case automatically re-opens within a
specified time limit. Specify one of the three possible values listed below.
n
Never - Never opens a closed case automatically.
n
Always - Always re-opens a closed case in the event of a
customer follow-up via email.
n
Time limit - Specifies the maximum amount of time a case
can be closed for automatically re-opening. If a follow-up is
received within the time limit, the case re-opens
automatically. The case remains closed if a follow-up is
received after the time limit.
For Example, if you set the time limit to 10 days, a case that
closed today can potentially be re-opened within the next ten
days in the event of a customer follow-up by email. Once the
time limit expires, the system creates a follow-up case, but
won’t re-open the case.
Note: When you change parameter value, it takes effect immediately.
Automatically assign re-opened If enabled, assigns re-opened cases to the next receiving agent
cases to next agent handling
automatically. Re-opened cases normally retain their previous agent
the case
assignment.
If disabled, assigns re-opened cases to the agent who handled the case
previously.
Display cases and follow-ups
using HTML when available
If enabled, supports HTML formatting during the following tasks:
n
Creating and editing case records.
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CRM,Properties Tab
Description
n
Creating follow-up records.
n
Creating notification emails.
If disabled, an agent is restricted to plain text data while creating or
notifying case and follow-up records.
Importing Customer Data
If you have customer data in a CSV file, you can import this data to your Virtual Contact
Center customer file using the Imports tab in CRM page. To import data from a CSV file,
map each column name from the CSV file to an existing customer contact field. If you
have additional fields that do not map to the existing fields in the contact record, you
must create custom fields to hold this data.
The data import feature allows a maximum of 5000 records to be loaded per session and
the records are loaded in increments of 100. Use the Import tab for progress of the
current import, including error message for records that cannot be loaded.
To prevent any failure in importing, make sure you have completed the following
tasks before importing:
n
Match the columns in the CSV file with the existing CRM fields.
n
Create custom fields for additional fields in CRM page.
n
Verify the email information is unique for each record.
n
Records with pick list values must match the pick list values defined in the CRM field of
pick list data type.
n
For the fields that are 'Date' type, make sure the data is in 'MM/DD/YYYY' format.
n
Verify you have data for all mandatory fields.
Note: First name and last name are mandatory fields.
n
Confirm the data length of mapping column in the CSV file matches the data length of
the mapped customer field in the CRM. Refer to the table below for data length of
CRM customer fields.
Table 53: CRM Customer Fields
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CRM Customer Field
Data Length
First Name
30
Last Name
30
Email
40
Company
50
Voice
38
Fax
38
Alternative
38
Password
15
Comments
400
Primary Address, Secondary Address
Street (line 1)
50
Street (line 1)
50
City
40
State
30
Zip
15
Country
Custom field - Text
85
Custom field - Number
255
Accessing Import Tab
To access the CRM Import tab:
1. In the Configuration menu click CRM
Configuration Manager displays the CRM page.
2. In the CRM page, click the Import tab.
The Configuration Manager displays the Import tab.
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Figure 77: CRM page, Import tab
Importing a CSV file
To import a CSV file into Virtual Contact Center customer file:
1. Click CRM > Import tab.
Figure 78: CRM Page, Import Tab
2. Click Browse to select the CSV file from the file system.
3. After selecting the file, click Next to go to the mapping screen. This screen allows you
to map a column in the CSV file to a field in the customer file of the Virtual Contact
Center CRM. The column names from the CSV are available in the pull down menu as
shown below.
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Figure 79: CRM page, Import tab, Map fields
This screen allows you to map a column in the CSV file to a field in the customer object
of the Contactual CRM. The column names from the CSV are available in the pull down
menu. Both default fields and custom fields are supported.
4. Select a column name of the CSV file from the pull down menu and map it to the
matching field in the Virtual Contact Center customer file.
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Figure 80: CRM page, Import tab, Mapped fields
5. Click Next . The summary page opens and shows the mappings selected.
Figure 81: CRM page, Import tab, Import Summary
n
Click Start to initiate the import or click Back to modify the settings. On initiating the
import the progress is displayed on the screen. The import is committed to the
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database in increments of 100 records at a time. Statistics about the import are
displayed as well.
Figure 82: CRM page, Import tab, Import progress
You can save the import report on the local file system as well.
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Configuring Customer Support Access Options with
the Support Center Page
Use the Support Center to provide your customers with access to your contact center's
services.
Figure 83 shows an Virtual Contact Center support center page.
Figure 83: Example of a Contactual Support Center page
Figure 83 illustrates how you can enable your customers to access any combination of the
following services:
n
n
Frequently Asked Questions (FAQs) displays a FAQ tool that includes an index and
search feature.
Collaborate displays the authentication page used to enable an agent to directly access
a customer's computer to provide hands-on assistance.
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n
Chat guides the customer through the selection of an available chat channel.
After the customer chooses a chat channel, the Support Center displays a greeting that
can include an optional prompt for account or other information.
n
n
Email displays an email form.
MyAccount prompts the customer for their Support Center account number and
password.
If the customer does not have an account, the form enables customers to request a
Support Center account.
To display the Support Center page:
1. In the Configuration menu click Support Center to display a list of support centers.
Figure 84: Support Center page
2. In the list of Support Centers:
n
Click Add to create a new Support Center.
n
Click Edit to view or modify an existing Support Center-.
n
Click Delete to delete an existing Support Center.
The Virtual Contact Center does not enable you to delete the My Default Support
Center group.
If you clicked Add or Edit, the Virtual Contact Center displays the Support Center,
Properties page.
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Enabling Support Center Subsystems with the Properties
Tab
Use the Support Center Properties tab to configure the primary characteristics of the
support center.
1. In the Configuration menu click Support Center.
Configuration Manager displays a list of Support Centers ()
2. In the list of support centers, click Add or Edit, then click the Properties tab.
Figure 85: Support Center page, Properties tab
Summary of Support Center Properties Tab Options
Table 54 summarizes the options available in the Support Center page, Properties tab.
Table 54: Summary of Support Center page, Properties tab options
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Support Center,
Description
Name
Type the name of this Support Center.
Comment
Type a description of this Support Center.
This Support Center is enabled Select to put this Support Center into service.
Select subsystems
Select the links presented on the Support Center's home page.
n
FAQ presents frequently asked questions about Virtual Contact Center
and their answers
n
Collaborate enables your support representatives to connect to and
control a customer's computer for purposes of providing technical
assistance.
n
Chat enables a customer to use an instant messaging dialog to
interactively send and receive text inquiries and answers.
n
Email enables a customer to contact a specific part of your organization with a
request for information or assistance.
To enable the Email option, in the Email address to route Support Center
originated Cases list, choose an Email channel then click Save.
n
My Account enables customers to create support requests.
You can enable or disable Support Center authentication option. Authentication
requires the customer to enter an account number and password to access the
support request dialog.
Email address to route Support Select the Virtual Contact Center email channel that will receive email
Center originated Cases:
inquiries to this Support Center.
To enable the Email Contact Center subsystem, type an email address then
click Save .
For more information about email channels, see Configuring Email
Channels, on page 116.
Available Chat Channels
Select which Virtual Contact Center chat channels can be accessed from
the Support Center
For more information about chat channels, see Configuring Chat Channels,
on page 137.
Email address to send Support You can customize the HTML page and icons displayed by an Virtual Contact
Center images
Center Support Center .
To begin customizing the Support Center, type the email address where
the Virtual Contact Center sends an archive containing the customization
files set, then click Send.
For more information about customizing a Support Center, see Adding
Private Labeling to a Support Center, on page 166.
Enable private labeling
Select to customize the Support Center with a non-default style sheet and
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Support Center,
Description
image files.
See:
Enable custom email form
n
Email address to send Support Center images, described earlier in this
table
n
URL for Private Labeling, described later in this table
n
Adding Private Labeling to a Support Center, on page 166.
Select to customize the Support Center with a non-default email service
request form.
See:
Enable chat survey
n
Email address to send Support Center images, described earlier in this
table
n
URL for Private Labeling, described later in this table
n
Adding Private Labeling to a Support Center, on page 166.
Select to enable a pre-chat survey.
Pre-chat surveys ask customers to clarify their interests. When the Virtual
Contact Center includes the information at the time the new chat is
presented to an agent
Place the pre-chat survey form in the .URL specified by the URL for Private
Labeling text entry area, described later in this table.
URL for Private Labeling
Type the URL for your customized Virtual Contact Center HTML, CSS, and
icons files.
Store the files in the root directory of the URL, not a sub-directory.
For more information about customizing a Support Center, see Adding
Private Labeling to a Support Center, on page 166.
Specifying Support Center Messages with the Greetings Tab
Use the Support Center page, Greetings tab to specify the title and messages displayed on
the Support Center's home page.
To display the Registration tab:
2. In the list of support centers, click Add or Edit, then click the Greetings tab.
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Figure 86: Support Center page, Greetings tab
For information about adding your organization's "look and feel" to your Virtual
Contact Center, see Adding Private Labeling to a Support Center, on page 166.
Summary of Support Center Greetings Tab Options
Table 55 summarizes the options available in the Support Center page, Greetings tab.
Table 55: Summary of Support Center page, Greetings tab options
Support Center
Greetings tab option
Description
Support Center Title
Type the heading that the Support Center displays at the top of the Home
page.
Welcome Message
Type the information that the Support Center displays above the Title and
above the Support Center subsystem icons.
Footnote Message
Type the information that the Support Center displays below the subsystem
icons.
Collaborate Message
If you enabled the Collaborate subsystem, type the sentence that the
Support Center displays at the top of the Collaborate page.
For more information about enabling Support Center Subsystems, see
Summary of Support Center Properties Tab Options, on page 159.
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Specifying Support Center Email Account Information with
the Registration Tab
Use the Support Center, Registration tab to specify the information included in the email
message sent from the Virtual Contact Center in response to a request for a new Support
Center user account.
To display the Registration tab:
2. In the list of support centers, click Add or Edit, then click the Registration tab.
Figure 87: Support Center page, Registration tab
Summary of Support Center Registration Tab Options
If you enabled the My Account subsystem, use the Support Center, Registration page to
configure the response email sent to users who request a new Support Center account.
A Support Center account enables customers to create support requests.
To request a new Support Center account, in the Support Center's My Account area, the
user clicks the Click here to register link, then completes the online account request
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form. The Virtual Contact Center responds to the request by sending an email message
that contains an account number and password.
Table 56 summarizes the options available in the Support Center page, Registration tab.
Table 56: Summary of Support Center page, Registration tab options
Support Center,
Registration tab
option
Description
Email 'From:' address
Type the email address that the Support Center places in the From field of the email
message sent in response to a customer who clicks Click here to register to create a
Email Subject
Type the email subject that the Support Center places in the Subject field of the email
message sent in response to a customer who clicks Click here to register to create a
Email message
Type the strings used to present the requestor of a new Support Center account his or
her account name and password.
In the reply email, the Virtual Contact Center replaces:
Enable Support Center
registration.
n
@account@ with the Support Center account number
n
@password@ with the Support Center account's password.
Select to enable the Support Center registration feature.
The registration feature uses the information in the From address, Subject, and Message
fields describe in the preceding table rows.
For information about enabling Support Center subsystems, see Summary of Status Codes
Properties Tab Options, on page 225.
Acquiring a Support Center's Access URLs from the Direct
URL Tab
Use the Direct URL tab for a list of the URLs required to access various Support Center
services.
To enable customers to access one or more portions of an Virtual Contact Center Support
Center, copy the URLs into customer-facing Web sites and materials.
To display the Direct URL tab:
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2. In the list of support centers, click Add or Edit, then click the Direct URL tab.
Figure 88: Support Center page, Direct URL tab
Summary of Support Center Direct URL Tab Options
The Support Center, Direct URL tab lists the URLs used to access specific Support Center
pages.
Use the URLs to enable your customers to access specific Support Center features.
Table 57 summarizes the URLs available in the Support Center page, Direct URL tab.
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Table 57: Summary of Support Center page, Direct URL tab options
Support Center, Direct
URL
URL Destination
Main Menu
Top-level Menu of the Support Center.
Collaborate Menu
Collaborate session login page.
Email Menu
Email Support Request form.
Chat Channels Menu
List of available chat channels.
Chat Queues Menu of a Chat
Channel
List of online (available) chat queues.
Chat Queues of a Chat Channel Chat dialog box for currently online (available) chat queue.
My Account login page
Support Center Account Login dialog box.
My Account as a user logged in For users already logged in to the Support Center, direct link to My
Account page
Submit a new case
For users already logged in to the Support Center, direct link to the Submit
Support Request page
my profile as a user logged in
For users already logged in to the Support Center, direct link to the My
Profile page
FAQ list
Frequently Asked Questions list.
FAQ list with one category
selected
Frequently Asked Questions, previous category.
FAQ list with one question
selected
Frequently Asked Questions, previous category.
Adding Private Labeling to a Support Center
In addition to the basic customizations you can perform in the Support Center's Greetings
tab, you can customize the Virtual Contact Center Support Center so that it has your
organization's "look and feel".
Before You Begin
Customizing a Support Center requires the following resources and skills:
n
n
A directory on a Web server from which the customized Support Center files can be
uploaded by the Virtual Contact Center
If you plan to modify the Support Center icons, you will need the ability to use an image
editing program.
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If you replace the icons with different image files, the new image files must be named
identically to the default set.
n
n
If you plan to modify the appearance of the Support Center's HTML page, you will need
the ability to edit a CSS stylesheet.
If you plan to modify the Support Center's Email form, you will need the ability to edit
HTML.
Customizing a Support Center
To customize a Support Center, perform the following tasks:
1. In the Support Center page, Properties tab, in the Email address to send Support
Center images text entry area type your email address then click Send.
The Virtual Contact Center sends an email to that address. Attached to the email is a
TGZ archive, contactual_sc.tgz, that contains the HTML, CSS, and GIF files
used in the default Support Center.
2. Unpack the TGZ archive, then perform any combination of the following:
n
Modify or replace the GIF icon files.
The GIF files correspond to the icons shown in Figure 83. If you replace the icons
with different image files, the new image files must be named identically to the
default set of six files: icon_sservice.gif, icon_chat.gif, icon_
email.gif, icon_faq.gif, icon_phone.gif, logo.gif.
n
Modify the Support Center's CSS (sc.css).
n
Modify the Email form (customer_email.html).
3. Upload the complete set of Support Center files, including files that you did not modify,
to a Web server directory.
4. In the Support Center page, Properties tab, in the URL for private labeling text entry
area type the URL containing the complete set of Support Center files then click Save
The Virtual Contact Center uploads the customized Support Center files.
icon_sservice.gif, icon_chat.gif, icon_email.gif, icon_faq.gif, icon_phone.gif
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Dialer with Campaign Management
Dialer with Campaign Management enables retrieving data from your Virtual Contact
Center CRM, and Salesforce Customer Resource Management (CRM) system, creating
campaigns, executing campaigns, and tracking responses.
A campaign enables you to search, generate, and feed a campaign call list to an outbound
phone queue facilitating automated outbound dialing. Campaigns pull data from the
customer object of our built-in CRM, or any CRM object such as lead, account, contact
containing phone data from the Salesforce CRM. Campaigns are assigned to outbound
phone queues, while agents assigned to these queues process campaign calls.
The Dialer uses CRM programming interfaces to select and extract information to build a
dial campaign list. Once a campaign is setup and initiated in the Virtual Contact Center,
agents sequentially receive screen pops of contact information in the Agent Console. After
previewing the contact information the agent clicks a button to dial an outbound call to
reach a contact. As with an ordinary call, the agent is always on the line before the called
party answers. When the call connects, the agent uses the respective CRM to manually
update the contact record.
After completing an outbound dial the agent enters call disposition such as the call
reached… I) the targeted individual, ii) an answering machine, iii) a third party, iv) a ring
no answer situation, v) a busy number or vi) an invalid or disconnected number. This
information allows a systematic determination of how the campaign list will be reprocessed over time.
Dialer Campaigns work in cycles
A key characteristic of nearly all dialer campaigns is that it is rare to reach the desired
number of contacts after a single pass through a list. Therefore campaign lists are
recycled again and again using disposition codes from earlier cycles to alter selection and
sort strategies to create new campaigns.
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Features
Dialer provides capabilities to generate a campaign call list, create, run, and recycle
campaigns. As an administrator, the Dialer allows you to:
n
n
n
n
n
Manage and automate outbound dialing campaigns extracting data from your Virtual
Contact Center CRM, and Salesforce CRM application.
Support blended call centers - agents can be setup to process inbound and outbound
calls with priorities, skills, and skill levels.
Define CRM global properties for campaign management which include selecting CRM
objects and fields, and uploading audio messages for campaigns.
Map transaction codes to automated disposition actions to schedule a call back, or try
to call again.
Search and retrieve records from your CRM to generate a campaign call list, and feed
the list to an outbound queue.
n
Assign a campaign to an outbound queue.
n
Control and monitor campaigns.
n
Upload and assign pre-recorded messages to campaigns.
n
n
n
n
n
n
Offers a campaign call to an agent, presents the contact record details, and optionally
allows him a fixed amount of time to preview the record.
Initiates a call to the contact if an agent accepts the call.
Allows an agent to start playing a pre-recorded message on reaching a voice mail, then
immediately switch back to available status, and attend the next interaction.
Allows an agent to schedule calls in the event of reaching a contact at a busy time. The
scheduled call generates a call reminder.
Allows setting up retrial attempts for an unsuccessful call, placing the retrial call back
in the queue. The Retrial call is offered to any available agent on the queue at the
specified time interval.
Allows a supervisor to access real time campaign statistics, campaign status, and
generate historical reports exclusive to campaigns.
Limitations
The Limitations of Dialer are:
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n
n
Limited to customers who use Virtual Contact Center CRM, and Salesforce CRM.
Available only to agents who are logged into the Salesforce CRM Multi Channel
interface. CTI Connect is not supported.
Configuring the Dialer
If your tenant is provisioned with Dialer with Campaign Management functionality, the
Configuration Manager interface shows the following options in the configuration menu.
n
Outbound Setup
n
Campaigns
Figure 89: Configuration Manager > Dialer Tabs
Outbound Setup allows you to define global properties for managing all campaigns,
while the Campaigns tab lets you create, and control campaigns.
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Configuring Outbound Setup
For campaigns to function successfully, they need to connect to the Virtual Contact Center
CRM, or external Salesforce CRM, extract data from a specific CRM object, and generate
a target call list. Outbound setup enables you to define the following global properties for
campaigns :
n
Specify the target CRM information
n
Define CRM objects and CRM fields relevant to campaigns
n
Upload pre-recorded messages to be accessed by campaigns
n
Map transaction codes to disposition actions
Specifying Target CRM Information
A campaign requires a call list for automated outbound dialing. To generate a call list,
you must access and extract data from your Virtual Contact Center CRM, or the
Salesforce CRM. To access data from your CRM, you should configure CRM information in
the Outbound Setup > Properties tab. The Properties tab enables you to:
n
Select a target CRM to extract the call list data
Note: Dialer supports Virtual Contact Center CRM and Salesforce CRM only.
n
Provide and validate login credentials of your Salesforce CRM account
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To extract data from your Virtual Contact Center CRM:
1. Click Outbound Setup in the Configuration menu. The Properties Tab opens.
Figure 90: Outbound Setup > Selecting a Target CRM
2. Select Local from the Target Type. Target type specifies the CRM application that
stores the data used for campaigns.
Note: For Virtual Contact Center CRM, user name and password information are not
required.
3. Click Save.
To extract data from your Salesforce CRM account:
1. Select Salesforce from the Target Type drop down list.
Figure 91: Outbound Setup > Salesforce CRM
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2. Enter your Salesforce CRM User Name and CRM Password to login to the account.
For Salesforce, add authentication token to the password. 1
3. Click Login Test to validate Salesforce account credentials. If the user name and
password are correct, login test passes.
4. Click Save.
Defining CRM Objects
You can create campaigns based on Customer object defined in your Virtual Contact
Center CRM, or any object in your Salesforce CRM provided the object has a phone field.
To generate a call list based on an object, you should configure the object with its desired
fields in the Outbound Setup.
In the Outbound Setup, CRM Objects tab enables you to define CRM objects and fields to
be used in campaigns.
To access the CRM Objects tab:
1. Click Outbound Setup in the Configuration menu.
2. Click CRM objects tab.
1 Obtain your authentication token from the original Salesforce email communication or from your Salesforce
administrator.
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Figure 92: Outbound Setup page, CRM Objects Tab
To add a CRM object:
1. Click Add Object.
2. Enter the name of the object from your CRM.
Note: You must enter the object name as it appears in the CRM.
Data type for object is automatically populated.
3. Enter a Label to Show Agents on the Agent Console.
To add a CRM field:
1. Click Add field.
2. Enter the field name from your CRM.
Note: You must enter the field name as it appears in the CRM.
3. Select Data Type to match the CRM field data type. If you do not find an exact match,
enter the most appropriate data type.
The Dialer supports Boolean, Integer, Text, Date, DateTime data types.
Note: Boolean may be used for checkbox values
4. Enter a Label to Show Agents on the Agent Console.
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5. Check the Phone Field to indicate a phone number. Phone field is used to populate the
list of phone numbers for a particular contact. The number shows on the control panel
of the Agent Console.
6. Check the Default Phone to assign a default phone number if a contact has more than
one number. A default phone number initiates an outbound call if an agent fails to
select a particular number from the list. The number shows on the control panel of the
Agent Console.
7. Check the Transaction Field for the field data to show on the control panel of the
Agent Console and in External Transaction Data field of Campaigns.
For Example: You can select key information such as company name, phone number to
show on the control panel minimizing the agent's effort to dig this information from
the contact record details.
Custom objects and fields are supported as well. You can add any number of fields to
filter your campaign call list.
Note: For custom objects and fields, suffix the object and field name with _c. For example
'Client_c'.
Summary of CRM Objects Tab
The CRM Objects tab defines objects and fields to be used in campaigns.
The following table summarizes the options in the CRM Objects tab.
Table 58: Summary of Outbound Setup page, CRM Objects tab options
CRM Objects Tab
Description
Add Object
Lets you add an object from your CRM. If enabled, automatically populates the CRM
Objects field while creating a campaign. If disabled, prevents creating a campaign based
on the CRM object.
Enter the following information to add a CRM object:
n
Name in CRM - Enter the name of the object from your CRM. Make
sure the object name matches the value in the CRM.
n
Data Type - Select the most appropriate data type from the drop-down list.
n
Label to Show Agents - Enter a label to show on the transaction panel
of the Agent Console.
n
Phone Field - Applies to a phone field only. If checked, displays the
phone number to the Agent on the transaction panel.
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CRM Objects Tab
Add Field
Description
n
Default Phone - Applies to a phone field only. If checked, dials the
number if an agent fails to select a number.
n
Transaction Field - Applies to any field. Shows the field on the
transaction panel of the Agent Console
n
Revert Edits - Reverses the edits before the last save.
Lets you add a field under the selected object. You can add any number of fields to filter
your campaign call list. If disabled, prevents filtering a call list based on the CRM field.
Enter the following information to add a CRM field under an object:
n
Name in CRM - Enter the field name from your CRM. Make sure the
name matches the value in Field Name.
n
Data Type - Select the most appropriate data type from the drop-down list.
n
Label to Show Agents - Enter a label to show on the Agent Console.
n
Phone Field - Applies to a phone field only. If checked, displays the
phone number to the Agent.
n
Default Phone - Applies to a phone field only. If checked, dials the
number if an agent fails to select a number.
n
Transaction Field - Applies to any field. If checked, shows the field on
the transaction panel of the Agent Console
n
Revert Edits - Reverses the edits before the last save.
Move Up
Moves a CRM Object or a field up from its current position.
Move Down
Moves a CRM object or a field down from its current position.
Delete
Deletes a selected Object or a field. For more information on deleting objects and fields,
see Deleting CRM Objects and Fields, on page 1.
Note: You cannot delete an object without deleting its fields.
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CRM Objects Tab
Description
Save
Saves all the changes.
Revert
Reverses all changes before the last save.
Revert Edits
Reverses the previous edit.
Uploading Pre-recorded Messages
During a campaign call, an agent can access and play pre-recorded messages defined for
that campaign to ensure a uniform delivery of the campaign message to all customers.
During Outbound Setup, you can upload a set of pre-recorded messages which can be
accessed by campaigns. When you create a campaign, you can assign messages specific
to the campaign.
Note: Allows uploading audio files in wave format only.
To upload a pre-recorded message in Outbound Setup:
1. Click Outbound Setup > Audio Files.
Figure 93: Uploading Audio Files
2. Select Outbound Setup Files in the Directories section.
3. Click Menu. The menu provides options to add, delete, or rename a folder.
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You can add files under folders only.
4. Select Add Folder. You are prompted to enter a name for the new folder.
Figure 94: Adding an Audio Folder
5. Enter a folder name and select Create. The folder appears under the Outbound Setup
Files.
Note: Do not include special characters in the folder names.
6. Select the folder, click the Menu, and select Add File option.
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Figure 95: Adding an Audio File
7. In the Item Details pane, Enter a Name and Description of the audio file.
8. Click Browse and select an audio file of the message to upload.
Note: You can upload audio files in wave format only.
Figure 96: Adding Audio File Details
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9. Click Play Audio to play and check content of the message.
10. Click Save. The audio file appears in the Audio File Items pane.
Mapping Disposition Code
Rarely, campaign calls reach the desired number of contacts after a single pass through a
list. Therefore campaign lists are recycled using disposition codes from earlier cycles to
alter selection and sort strategies to create new campaigns. The transaction codes, which
indicate call outcomes can be used to determine how a campaign call needs to be
processed further. You can map transaction codes to automated disposition actions for
better processing of campaign calls.
Every attempted campaign call may be labeled with a disposition action for a follow-up.
The supported disposition actions are 'Try Again', 'Schedule Call Back', and 'Do not Call'.
The following table summarizes the resulting disposition actions with examples.
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Table 59: Disposition Actions
Disposition Action
Resulting Action
Schedule Call back
n
Prompts an agent to schedule a call back time.
n
Sends a reminder to the agent before the scheduled time if the agent is logged
into the Agent Console, or Salesforce account.
n
Sends a past due reminder If the agent logs in past the scheduled time.
n
The agent has to manually place an outbound call at the scheduled time.
Example: If you mapped a 'Busy, Callback' code with a 'Schedule Call Back' action,
when an agent selects 'Busy, Callback' code, the agent is immediately prompted to
schedule a time for call back . A reminder is sent at the half hour before the
scheduled time. If the agent scheduled a
Try Again
n
Offers a call to the contact based on the Retry properties defined for that
campaign.
n
Retries the call as often and as many times as defined in the Retry properties.
n
Drops the record from the campaign list after going through the stated number
of retry attempts.
Example: If you failed to reach a contact, you mapped ‘Reached Voicemail' code
with 'Try Again' action, the campaign offers a call to the same contact based on the
retry properties defined for that campaign.
Do not Call
n
allows marking records, and updating a CRM field with Do not Call disposition
information.
Example: The Lead object in Salesforce CRM has a standard Do not Call field. During a
campaign call, you can update this field automatically by mapping a transaction code
with Do not Call disposition action.
The disposition actions get recorded in the Campaign Transaction Details report. A
supervisor can monitor this report, and follow up with suitable actions.
To access the Disposition Action tab:
1. Click Outbound Setup > Disposition Action tab. The tab opens the existing
transaction code lists assigned to queues.
Note: Disposition actions apply to transaction code lists assigned to queues only. You
cannot map code lists assigned to agent groups.
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Figure 97: Outbound Setup Page, Disposition Action Tab
2. Select a code from the list and assign an appropriate Disposition Action from the drop
down list. The supported actions are 'Try Again', 'Schedule Callback', and 'Do not Call'.
Select 'None' where other actions do not apply.
Figure 98: Outbound Setup page, Disposition Action assigned
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Creating a Campaign
A campaign is an outbound phone based dialer that enables you to search, generate, and
feed a call list to an outbound queue facilitating automated outbound dialing. You can
create a campaign based on the customer object in your Virtual Contact Center CRM or
any object defined in your Salesforce CRM provided the object has a phone field. You can
then define a search strategy to further filter the target call list. On initiating a campaign,
the Campaign Manager fetches the target call list from the CRM and feeds records to an
outbound phone queue. The agents assigned to the queue are offered the campaign calls.
An agent previews a record, and then accepts, rejects or skips the call.
The Campaigns tab in the Configuration menu lets you quickly create, execute, and
manage campaigns. Additionally, you can sort and filter campaigns based on custom
searches.
Prerequisites
Here is a check list of tasks you should complete before creating a campaign:
n
Create and identify an outbound phone queue to assign the campaign. - Required
n
Assign agents to the outbound phone queue - Required
n
n
Create a transaction code list to capture campaign call outcomes, and assign it to the
outbound queue. - Required
Identify and setup CRM object and fields from the Virtual Contact Center CRM, or
Salesforce CRM in Outbound Setup. - Required
n
Upload and assign audio files
n
Identify and map call outcomes that require disposition actions. - Required
n
Determine a schedule to initiate and terminate a campaign - Optional
n
Determine a daily calling schedule for the campaign. - Optional
n
Determine the campaign search and sort strategy. - Optional
n
Identify a CRM field to capture the call outcome through transaction codes for
recycling a campaign. - Optional
n
Identify a CRM field to capture the Do not Call disposition. - Optional
n
Identify Supervisors to monitor and/or control a campaign. - Optional
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Creating a campaign involves the following tasks:
n
Defining campaign properties
n
Assigning supervisors to a campaign
n
Creating a search strategy to filter a campaign call list
n
Specifying a sort order for a campaign
n
Assigning pre-recorded messages to a campaign
Defining Properties for a New Campaign
In the Campaigns page, the Properties tab lets you define characteristics of a new
campaign.
To define a new campaign, you should do the following:
n
Assign a campaign to an outbound queue.
n
Identify a phone channel for caller ID.
n
Assign a CRM object.
n
Optionally specify a schedule to initiate and terminate a campaign.
n
Optionally specify a daily starting and ending time for placing campaign calls.
n
Optionally specify retry attempts for unsuccessful calls.
n
Optionally specify a CRM field to be automatically updated with the call disposition.
To define properties for a campaign:
1. In the Configuration menu click Campaigns. The Campaigns page opens.
Figure 99: Campaigns Page
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2. Click Add to add a new campaign. The Properties tab opens.
Figure 100: Campaign Properties.
3. Check Enabled to enable the campaign.
4. Enter or select values for the following properties of the new campaign::
Table 60: Summary of Campaigns Page, Properties Tab options
Campaigns Page,
Properties Tab
General Properties
(Required)
Description
Campaign Name: Enter a campaign name.
Queue: Select the outbound queue to which the campaign is directed.
Caller ID: Select the phone channel number configured for the tenant to be
presented as the outbound caller ID or select Anonymous.
CRM Objects: Select a CRM object from the list configured in the Outbound Setup.
Note: A campaign can extract data from only one CRM object.
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Campaigns Page,
Properties Tab
Start and End Time
(Optional)
Description
Select Start and End Date, and Time values to schedule a campaign. You can
specify a start date and an end date. If start date and time is not provided, you must
start the campaign manually. If end date is not provided, the campaign stops after
processing all the records.
n
Start Date: Specify a date to initiate the campaign.
n
Start Time: Specify a time of the day to initiate the campaign.
n
End Date: Specify a date to end the campaign.
n
End Time: Specify a time to end the campaign.
Note: A scheduled campaign follows the tenant time zone.
Daily Call Start & End
Time
(Optional)
Enable and select a daily schedule to further control the time campaign calls are
offered to agents daily. This setting ensures the calls are offered based on a default
schedule, or a custom schedule, and uses area code of a destination number or
time zone.
For example, if a campaign follows a default schedule with a daily start and end
time configured at 9:00 and 17:00, the application initiates calls daily only between
9:00 AM and 5:00 PM. The current time at the destination is computed based on
the area code of the destination number or the time zone specified.
n
Enabled: Check to enable the daily call start and end time.
n
Schedule: Select a default schedule, or a custom schedule.
n
Area Code: Select this option to offer calls based on the area code of the
outbound phone number.
n
Time Zone: Selecting a time zone from the drop down menu offers calls in the specified
time zone. Select from 35 different time zones catering to all over the world.
Note: Default or custom Schedule refers to the schedule specified for the tenant in
Home > Schedules tab.
Retry Properties
(Optional)
Define retry attempts for unsuccessful campaign calls. You can define the retry
frequency and the maximum number of retry attempts before dropping the
number from the call list.
When a campaign runs, the disposition action 'Try Again' places retrial calls based
on values defined in Retry Properties.
Auto Update
(Optional)
Select a CRM field to be updated with transaction code report text, or short codes.
This data may be used to filter a campaign for further processing.
Note: The CRM field has to be included in the Outbound Setup. You may create a
new CRM field to capture the disposition of each attempted campaign call. For
each campaign cycle, create a new CRM field to capture the disposition for the
cycle. Otherwise, the disposition from the next campaign cycle overwrites the
disposition in the current cycle.
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Campaigns Page,
Properties Tab
Description
Do not Call
Select a CRM field to be updated with Do not Call disposition information.
(optional)
5. Click Save.
You created a campaign successfully. Optionally, you may assign supervisors, create a
search query, label a sort order, and assign pre-recorded messages to the campaign.
Note: On initiating a campaign, you cannot modify properties of the campaign.
Assigning Supervisors to a Campaign
A Campaign Supervisor controls and/or monitors real time campaign status. A Supervisor
can run campaign reports to get statistical information on the campaign calls processed.
You can assign the following campaign supervising privileges to supervisors any time
during the campaign's life cycle.
n
n
Monitor: Allows a supervisor to monitor real time statistics of the campaigns he
monitors.
Control: Allows a supervisor to start, schedule, pause, purge, resume, and purge
campaigns he controls.
To assign Supervisors to a campaign:
1. Click Supervisors tab for a campaign. A list of supervisors appears.
Figure 101: Campaigns page, Supervisors Tab
2. Check the Monitor attribute to allow supervisors to access real time statistics about
the campaigns.
3. Check the Control attribute to allow supervisors to start, pause, purge, stop a
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campaign through the Campaign Management tab in the Agent Supervisor Console.
Note: You can alter Supervisor assignments even after initiating a campaign.
4. Click Save.
Defining a Search Filter
A campaign cal list can be filtered based on a custom search query. You can define a
custom query, and generate a custom call list based on specific CRM fields and values
under the CRM object.
In the Campaigns page, Filter tab allows you to define a custom search query. You can
validate a query by test running the query.
Note: You cannot alter a campaign filter after initiating the campaign.
To define search criteria for a campaign:
1. Click Search tab for a campaign.
Figure 102: Campaigns page, Filter Tab
2. Select a field name from the drop down list and enter a value. You can nest multiple
search criteria to create a complex query.
3. Click + to nest search criteria. An example query shown below retrieves customer
records with Credit Rating greater than 700, and Expense in the last 6 months greater
than 30000, and Expense in the last year greater than 100000, and with an Income
Range between 3 and 4.
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Figure 103: Campaigns page, Search tab
4. Click Test to validate the search criteria. If the test passes, you have defined a valid
filter. If the test fails, check for any errors and redefine the filter.
5. Click Save.
Specifying Sort Order
You can sort a campaign call list based on applicable CRM fields. The call list takes
priority based on the sort order you specified. When a campaign runs, calls are placed
based on the sorted order. For example, you can sort a call list by Expense Last 6 Months
in descending order to place calls to the customers bearing highest expenses first.
In Campaigns page, Sort tab enables you to specify a sort order to a campaign.
Note: You cannot modify the sort order after initiating a campaign.
To specify sort order for a campaign call list:
1. Click Sort tab for a campaign.
Figure 104: Campaigns page, Sort tab
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2. Select a field from the drop down list and select the sort order.
Note: You can sort any text field in the ascending or descending order.
3. Click + to nest more sort criteria.
4. Click Save.
Assigning Audio Files to a Campaign
During a campaign, an agent can play pre-recorded audio messages defined for that
campaign to ensure a uniform delivery of the campaign message across all campaign
calls. If you uploaded audio files of pre-recorded messages during Outbound Setup, you
can assign those messages to the campaign now. An agent accepting campaign calls can
access and play pre-recorded messages at any point during the call. On reaching a
voicemail, an agent can play a pre-recorded message , then immediately switch back to
available status, and attend the next interaction.
To assign a pre-recorded message to a campaign:
1. Click Campaign > Audio Files tab.
Figure 105: Campaigns Page, Audio Files Tab
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2. In the Audio Files pane, select a folder. The messages under the folder are displayed in
Available Audio Files pane.
3. Check the message you wish to assign to the campaign.
Figure 106: Audio Files Tab, Assigning audio files
4. Click Menu > Assign on the top right hand corner of the Available Audio Files pane.
A dialog box appears with a message confirming the assignment.
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Figure 107: Audio Files tab, Messages assigned
5. To un-assign an audio file, select the file from the Assigned Audio Files window and
click Un-assign from the menu..
6. Click Done.
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Controlling a Campaign
After creating a campaign, you can manually start or schedule the campaign. If you
defined scheduling attributes in the campaign properties, the campaign executes as
scheduled. If not, you should start the campaign manually. As an administrator or a
privileged supervisor, you can start, pause, purge, or stop a running campaign at any
time.You can execute a new campaign either by manually starting it or scheduling it.
Note: Campaigns are controlled by administrators and privileged supervisors only. An
administrator controls the campaigns from the Configuration Manager, while a
supervisor controls campaigns from the Campaign Management tab in the Agent Console.
To initiate a campaign manually:
1. Click Campaigns in the configuration menu.
Figure 108: Campaigns page
2. Select a New campaign and click Control > Start Now to manually start the campaign.
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Figure 109: Manually Starting a Campaign
Note: The status changes from New to Manually Started. For more information on
campaign status, see Understanding Campaign Status on page 1.
To run a scheduled campaign:
1. Click Campaigns.
2. Select a campaign and click Control > Schedule to initiate a campaign on schedule.
Note: For a campaign to run on schedule, you must have specified a schedule in the
Campaign Properties tab. For information on scheduling a campaign see Defining
Properties for a New Campaign, on page 184
Pausing a Campaign
Pausing a campaign stops the campaign temporarily retaining calls in the queue. Calls in
the queue continue to be offered to agents until completed. You can resume, or abort a
paused campaign.
To pause a campaign:
1. Select a campaign, and click Control > Pause to pause the campaign.
2. Click Control > Resume to resume the paused campaign.
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Purging a Campaign
Purging a paused campaign aborts the campaign by flushing all calls in the queue. You
can resume a purged campaign. Resuming feeds calls back to the queue.
To purge a campaign:
1. Select a campaign, and click Control > Purge to pause the campaign.
2. Click Control > Resume to resume the paused campaign.
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Managing a Campaign
Once you create a campaign, you can perform the following functions:
n
Edit a campaign
n
Control a campaign
n
Copy a campaign
n
Delete a Campaign
Editing a Campaign
You can edit campaign settings before running it. Once a campaign runs, you cannot edit
any of its properties except changing the supervisor assignments.
To edit a campaign:
Figure 110: Campaigns page, Edit option
2. Choose the campaign you wish to edit and click Edit.
3. Make necessary edits and click Save.
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Copying a Campaign
You might want to copy a campaign and run it again under circumstances such as:
n
Campaign call list was not processed as expected.
n
Too many dropped calls or skipped calls.
To copy a campaign:
2. Select a campaign you wish to copy, and click Copy. A new copy of the campaign is
created and shows in the updated list of campaigns.
Deleting a Campaign
After completing campaigns you may want to remove them if you no longer need them.
Deleting a campaign removes all historical information related to the campaign.
To remove a campaign:
2. Select a campaign from the list and click Delete. The campaign is removed from the
list.
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Selecting Addressees and Creating Messages with
the Broadcast Tab
Use the Broadcast page, Broadcast tab to send a message to one or more Agent Groups.
To display the Broadcast page, Broadcast tab, in the Configuration menu, click
Broadcast.
Figure 111: Broadcast page, Broadcast tab
Summary of Broadcast Tab Options
Table 61 summarizes the options available in the Broadcast page, Broadcast tab.
Table 61: Summary of Broadcast page, Broadcast tab options
Broadcast, Broadcast
tab option
Description
Group:
Choose All Groups or a specific Group definition.
For information about creating Virtual Contact Center Groups, see Creating
Groups of Agents with the Groups Tabs, on page 31
Alert Level
Choose Low, Medium, or High alert, or Pop-up.
Only send to logged-in agents
Choose Yes to send the broadcast to agents who are logged in or No to also
send the broadcast to agents the next time they log in.
Message
Type the broadcast message.
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Integrating with a Third-party CRM with the
Integration Page
You can use the Integration page to configure your Virtual Contact Center tenant to
exchange data with third-party processes, such as Customer Relationship Management
(CRM) products.
Overview of Integrating your Contactual Tenant with Thirdparty CRMs
The Contactual WAPI enables you to integrate your Virtual Contact Center with thirdparty processes such as external Customer Relationship Managers (CRMs).
Integrating with a third-party CRM enables you to expand the capabilities of the standard
Contactual CRM, and to incorporate your existing CRM system's data into your tenant's
interaction processing workflow.
Overview of Supported CRMs
The standard WAPI Configuration Manager enables you to integrate with the following
CRMs:
n
Salesforce
n
NetSuite
Integrating the Configuration Manager with other CRM products requires the use of a
customized API.
Overview of Integration Functionality
In the Configuration Manager, the Integration page, use the:
n
CRM API tab to specify the access credentials and rights an external CRM uses to
access the Contactual CRM database.
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The third-party system can access data from the Contactual CRM for purposes of
producing customized reports or synchronizing database data between the two
systems.
n
CRM Triggers tab to configure the Virtual Contact Center to transmit URLs that include
activity parameters to an external HTTP server whenever an agent creates, edits, or
deletes a customer, case, or followup record in the Contactual CRM.
The HTTP server uses the URL received from the Virtual Contact Center to run an
interaction-specific synchronization, such as a database synchronization.
n
Screen Pop tab to configure the Virtual Contact Center to transmit a URL to a thirdparty CRM product when an agent is offered, accepts, or completes an interaction.
The third-party CRM responds by sending an HTML document containing
supplementary information about the interaction to the agent's browser as a popup.
Use the fourth Integration page tab, the API Token tab, to create and copy the secure
access tokens required to enable a-third-party system to access the following Contactual
CRM data:
n
Statistical reporting data
n
The Recording API
Configure Third-party CRM API Access with the CRM API
Tab
Use the Integration page, CRM API tab, to specify the account credentials and access
rights used by a third-party process to access the Contactual CRM database.
To display the CRM API page, in the Configuration menu, click Integration then click the
CRM API tab.
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Figure 112: Integration tab, CRM API page
To completely configure bi-directional exchange of information to and from a third-party
process and the Contactual CRM database, use the CRM Triggers page to transmit URLs
to a third-party process when Contactual CRM database records are modified. For
information about the CRM Triggers page, see Configure Third-party CRM Triggers with
the CRM Triggers Tab, on page 203.
Summary of CRM API Tab Options
Table 62 summarizes the options available in the Integration page, CRM API tab.
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Table 62: Summary of Integration page, CRM API tab options
Integration, CRM API
tab option
Enable CRM API Access
Description
Select to enable a third-party process to access the Contactual CRM
database.
The third party process uses the credentials specified by the CRM API
username and Password text entry areas, described later in this table.
CRM API username
Do not reuse an agent account name: Type a username created exclusively
to service CRM API XML access to the Contactual CRM database.
Password, Retype Password
Type the password required to access the Contactual CRM database.
Used Identify
Select the Agent account name associated with activities performed by the
CRM API.
In reports, interaction activity performed by the CRM API matches the
value of Used Identify.
Access Rights
Choose the operations the third party process is allowed to perform on the
Contactual CRM.
n
Select Add to enable the third-party process to create a new CRM
database record.
n
Select Modify to enable the third-party process to change an existing
Contactual CRM database record.
n
Select Get to enable the third party process to read the Contactual CRM
database record.
The Add, Modify, and Get permissions can be selected for each the
following categories of Contactual CRM database records:
n
Customers
n
Cases
n
Followups (No Modify option)
n
FAQ
The access rights specified in the Access Rights list, described earlier in this
table, specify which operations the CRM API is allowed to perform: The
CRM API does not inherit the access rights of the agent specified in the
Used Identify list.
The CRM API cannot delete data from the Contactual CRM.
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Configure Third-party CRM Triggers with the CRM Triggers
Tab
Use the Integration page, CRM Triggers tab, to transmit URLs from the Virtual Contact
Center to a third-party process when Contactual CRM database records are modified. The
third-party process uses the URL to synchronize its database records with the Contactual
CRM database.
To display the CRM Triggers page, in the Configuration menu, click Integration then click
the CRM API tab.
Figure 113: Integration page, CRM Triggers tab
To exchange information to and from a third-party process and the Contactual CRM
database, use the CRM API page to enable a third-party process to access the Contactual
CRM database. For information about the CRM API page, see Configure Third-party CRM
API Access with the CRM API Tab, on page 200.
Summary of CRM Triggers Tab Options
Table 63 summarizes the options available in the Integration page, CRM Triggers tab.
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Table 63: Summary of Integration page, CRM Triggers tab options
Integration, CRM Triggers tab
option
Customer
Description
To enable the Virtual Contact Center to notify a third-party
process about changes to customer account data, in the
Customer area, in the Create, Edit, or Delete text entry area,
type a URL.
When an agent creates, edits, or deletes, customer data in
the Contactual CRM database, the Virtual Contact Center
transmits a formatted string to the URL specified in that
action's text entry area.
For customer data, the formatted string is of the form:
?AccountID=aaa, where aaa specifies the customer
account identifier.
Case
process about changes to case data, in the Case area, in the
Create, Edit, or Delete text entry area, type a URL.
When an agent creates, edits, or deletes, case data in the
Contactual CRM database, the Virtual Contact Center
For case data, the formatted string is of the form:
?AccountID=aaa&CaseID=ccc, where:
Followup
n
aaa specifies the customer account identifier.
n
ccc specifies the case identifier.
process about changes to case followup data, in the Followup
area, in the Create or Delete text entry area, type a URL.
When an agent creates or deletes, followup data in the
Contactual CRM database, the Virtual Contact Center
For followup data, the formatted string is of the form:
?AccountID=aaa&CaseID=ccc&FollowupID=fff,
where:
n
aaa specifies the customer account identifier.
n
ccc specifies the case identifier.
n
fffspecifies the followup interaction identifier.
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Overview of Exchanging Data with a Third Party Process
The following describes the sequence performed if you use the Integration page, CRM API
and CRM Triggers tabs, to enable the Virtual Contact Center and a third-party process to
bi-directionally exchange customer, case, or followup data.
1. An agent uses the Agent Console to update customer, case, or followup information
contained in the Contactual CRM database.
If in the Integration page, the CRM Triggers tab, a URL has been specified for that type
of interaction, then the Virtual Contact Center transmits a formatted URL that includes
the customer, case, or followup information.
For information about the formatted strings transmitted by the Virtual Contact Center
to a third-party process, see Summary of CRM Triggers Tab Options, on page 203
2. The third-party process receives the formatted string, then uses the CRM API to read
additional information about the interaction from the Contactual CRM database.
For information about configuring the CRM API to enable a third-party process to
access the Contactual CRM database, see Configure Third-party CRM API Access with
the CRM API Tab, on page 200.
3. The third-party process updates its database with the information read from the
Contactual CRM.
4. The third-party process sends the Contactual CRM database any information required
to synchronize the two databases.
For example, the third-party process may use internal logic to revise the priority of the
case.
Example of a CRM Trigger
The following example illustrates the use of the CRM Trigger tab.
Figure 114 illustrates a trigger specification.
Figure 114: Integration, CRM Trigger tab, example trigger
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In Figure 114:
myServer.net specifies a valid HTTP server
n
acct_add.php specifies a PHP script that creates a log file of the AccountID written
to myfile.txt
n
Example 1 shows a PHP script invoked by the trigger illustrated in Figure 114.
Example 1: Example PHP script invoked by an Virtual Contact Center CRM Trigger
/* acct_add.php – log creation of new accounts*/
<?
if(is_file('myfile.txt')) {
$fp = fopen('myfile.txt','a+');
}
else {
$fp = fopen('myfile.txt','w');
}
if($fp) {
$now = date( "[m/d/Y H:i:s] – ", time());
fwrite($fp, $now.'AccountID: '.$AccountID." – action: CREATE CUSTOMER\n");
fclose($fp);
}
The script reads the account ID referenced by an agent interaction and writes the account
ID to a file named myfile.txt.
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Configure Third-party CRM Message Popups with the
Screen Pop Tab
Use the Integration page, Screen Pop tab, to configure the contents and appearance of
the messages sent to the Web browser of on Agent Console associated with a particular
interaction.
To display the Screen Pop page
1. Click Integration > Screen Pop tab.
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Figure 115: Integration page, Screen Pop tab
Summary of Screen Pop Tab Options
Table 64 summarizes the options available in the Integration page, Screen Pop tab. The
screen pop features vary with the choice of CRM.
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Table 64: Summary of Integration page, Screen Pop tab options
Integration Screen Pop
tab option
Description
Enable Screen Pop
Select to enable the screen pop feature.
Target Attributes
Click one of the following third-party CRM products:
Target type
n
NetSuite
n
Salesforce.com
n
Zendesk
n
Microsoft Dynamics
n
Custom
The selection of a product enables and disables other features on the
Screen Pop page.
Integration Type
If Target type specifies Salesforce.com , then choose one of the following:
n
Legacy
n
Enhanced
Legacy integration:
n
Displays information from the Salesforce.com database in a separate
browser window.
n
Provides less integration with Salesforce.com than Enhanced mode.
Enhanced integration:
n
Displays information from the Salesforce.com database in a frame with the
Agent Consolewindow.
The agent can optionally move the Salesforce.com frame to a separate
browser window.
n
Provides more complete integration with Salesforce.com than Legacy
mode.
If you choose Enhanced, the Configuration Manager disables the Size and
Position area described later in this table.
Account
If Target type specifies NetSuite or custom , then type the account name
required to access the data the third-party CRM incorporates into the
screen pop message.
Service Name
Service name is the URL used to login to your external CRM account.
Login URL
Branding URL
is the custom URL provided by your CRM if you have customized your help
desk to match your brand’s look and feel.
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tab option
Description
URL
If Target type specifies custom , then type the URL where the Virtual
Contact Center sends information about the interaction that will be
reported on by the screen pop.
Enable Customization
This option instructs the OnDemand Contact Center to execute a custom
XML Salesforce integration script using the specified Script URL.
If Customization is enabled, the Script URL must contain a valid URL that
points to the location of the custom script. Once the Script URL is specified
and the Screen Pop page is saved, all features and functionality of the
standard integration are replaced with the custom functionality. Agents will
see the changes with their next login.
Use Remote Login
Use Client Login Session to pop Select the option to enable support for the Salesforce security setting:
‘Lock sessions to the IP address from which they originated.’
Check the Launch native login window at agent login setting to have the
Agent Console automatically launch a Salesforce login window when the
agent logs in to the Agent Console. If the Launch native login window at
agent login is not set, the agent must manually log in to Salesforce using
the next tab of the same browser window used for the Agent Console
session.
Landing Pages
The Virtual Contact Center enables custom landing page, and /or provides
three built-in landing tabs from the Virtual Contact Center CRM:
n
Enable Custom: If enabled, enter a title for the landing page, and a URL
to navigate to.
n
Customers: Opens the Customers tab.
n
Cases: Opens the Cases tab.
n
Emails: Opens the home page.
The settings are determined through Configuration Manager and not in custom
XML. User can now configure the settings to hide/show by checking/unchecking
the corresponding boxes.
Note: Availability of the tabs depends on the external CRM the tenant is
integrated with.
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tab option
Description
Trigger a Popup Window
Select the types of interactions that use the screen pop feature:
For these events
n
Select When agent is offered interaction to enable the Virtual Contact
Center to display a screen pop when an agent is presented with a new
interaction.
n
Select When agent accepts interaction to enable the Virtual Contact
Center to display a screen pop when an agent accepts a new interaction.
n
Select When agent completes interaction the Virtual Contact Center to
display a screen pop when an agent has completed an interaction.
In the For these media area, described later in this table, choose which
types of Virtual Contact Center channels that use the screen pop feature.
For these media
Choose the Virtual Contact Center channels that use the screen pop
feature.
Choices are Phone, Voice Mail, Chat, and Email.
Window Properties
Show toolbar
This option allows agents to see Screen Pop and new Salesforce URL
launches using a new window(s) instead of tabs within the Agent Console
window. New window is open for each transaction and new URL. Along with
this option, two more options are available.
n
Use single window only: This option allows only one single window to
display all the Screen Pop and URL launch.
n
Hide result listing if one search result is found: Contactual application
supports multiple search results displayed on Screen Pop. With the
option enabled, the tab with one result listed will not be open. The
Screen Pop window still will pop with the search result record. Note that
with this option enabled, if multiple results are found, tab is open with
all the result records listed. If the Salesforce window is collapsed, it will
be automatically expanded.
If Target type specifies Salesforce.com , and Integration Type specifies
Legacy, then click yes to display the Internet Explorer toolbar at the top of
the stand-alone popup window.
If Integration Type specifies Enhanced, the Virtual Contact Center ignores
the value of Show toolbar .-+
Size and position
n
In the width and height text entry areas, type the size as an integer
number pixels of the screen pop window.
n
In the top and left text entry areas, type the screen position as an
integer number of pixels of the screen pop's upper-left corner.
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Screen Pop Configuration for External CRM
Screen pop configuration information varies with each external CRM. The following table
summarizes the screen pop features applicable to each external CRM supported by the
Virtual Contact Center.
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Table 65: Summary of Configuration Features for External CRM Screen Pop
Integration > Screen Pop tab
option
Target Attributes
NetSuite
Salesforce
X
X
X
X
Zendesk
Microsoft
Dynamics
X
X
Service Name
X
X
Login URL
X
Branding URL
X
X
X
X
Target type
Integration Type
n
Enhanced
n
Legacy
Account
X
URL
Enable Customization
Use Remote Login
Use Client Login Session to Popup
X
X
X
X
Landing pages
n
Enable Custom
n
Enable Customers
n
Enable Cases
n
Enable Emails
X
X
X
X
X
X
X
X
Trigger a pop up window
For these events
n
When agent is offered transaction
n
When agent accepts transaction
X
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Integration > Screen Pop tab
option
n
NetSuite
When agent completes transaction
For these media
Salesforce
Zendesk
Microsoft
Dynamics
X
X
n
Phone
X
n
Voicemail
X
n
Chat
n
Email
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
Window Properties
Open new window for screenpop
Show Toolbar
X
X
X
X
Size and Position
X
X
X
X
Overview of Screen Pop
n
Type of Screen Pops
n
n
Type of Screen Pops
In the Virtual Contact Center, Screen-Pop describes the mechanism that enables a thirdparty CRM to display supplementary information in an HTML page that "pops" into the
agent's browser.
The Configuration Manager screen pop feature directly supports the following CRM
products:
n
NetSuite
n
Salesforce.com
n
Zendesk
n
Microsoft Dynamics
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For NetSuite CRMs, use the Integration page, S C REEN P OP tab, to specify the NetSuite
account ID used to access the NetSuite CRM. The agent email address and password (used
to login) are set in the agent's profile, in the Agent Console.
For Salesforce.com CRMs, configure the Integration > ScreenPop tab in the
Configuration Manager, and set up the external user name and password information in
the agent profile in the Agent Console.
For Zendesk CRM integration, configure the Integration > ScreenPop tab in the
Configuration Manager, and set up the external user name and password information in
the agent profile in the Agent Console.
For Microsoft Dynamics CRM integration,configure the Integration > ScreenPop tab in
the Configuration Manager, and set up the external user name and password information
in the agent profile in the Agent Console.
For other types of CRMs, use the Contactual API to develop a customized integration
environment.
Screen-pops are triggered by events, or steps in the process of handling an interaction.
There are three events that can cause a screen-pop:
n
Agent is offered an interaction, but has not yet accepted.
n
Agent accepts an interaction (for example,. is connected to a caller).
n
Agent completes an interaction (for example,. hangs up after a call).
The following describes the sequence performed if you use the Integration page, Screen
Pop tag, to enable the Virtual Contact Center to transmit a screen pop request to a thirdparty CRM.
1. The Virtual Contact Center uses the information in the Integration page, Screen Pop
tab, to transmit interaction parameters to the third-party CRM as an HTTP POST
message.
Table 66lists the information contained in the HTTP POST message.
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Table 66: Screen Pop parameters transmitted by Virtual Contact Center in HTTP POST message
Screen Pop parameter
Description
Channel
The Virtual Contact Center channel name that received the interaction.
Queue
The Virtual Contact Centerqueue name that received the interaction.
ANI
For phone channels, the caller's ANI information.
Wait Time
The length of time this interaction waited before being accepted by an
agent.
Event
Interaction status of offered, accepted, or completed.
Media
The Virtual Contact Center channel type of PHONE, VOICE MAIL,
CHAT, or EMAIL.
ExtVar1, ExtVar2
Optional CRM-specific variables.
2. The third-party CRM uses the received information to access its database, construct a
popup message about the interaction, then transmit the popup message to the Agent
Console processing the interaction.
Example of a Screen Pop
The following example illustrates the use of the Screen Pop tab.
Figure 116 illustrates a Screen Pop specification.
Figure 116: Integration, Screen Pop tab, example trigger
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In Figure 116:
n
myServer.net specifies a valid HTTP server
n
ScriptPop.php specifies a PHP script that displays either of two HTML pages
Example 2 shows a PHP script invoked by the screen pop configuration illustrated in .
Example 2: Example PHP script invoked by an Virtual Contact Center Screen Pop
<?php
/* scriptPop.php – This script should return a web page depending on the phone number dialed */
$channel=$_POST[‘Channel’];
if (is_null($channel)) {
printf(“No channel data was given”);
}
else {
switch ($channel) {
case ‘18005551212’:
header(‘Location: http://www.contactual.com’);
break;
default:
header(‘Location: http://www.example.com’);
break;
}
}
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The script evaluates the call's ANI.
n
n
If the interaction arrived on the 800-555-1212 phone channel, then the Contactual
homepage screen-pops in a new browser window.
If the call arrived on a different channel, then the script opens
http://www.example.com in a new browser window.
Create a Third-party CRM Secure Access Token with the API
Token Tab
Use the Integration page, API Token tab, to create and copy a secure access token used by
a third-party process to access the following Virtual Contact Center data:
n
Statistical data for reporting
n
Audio recordings data
n
Web Callback
n
Real Time statistical data
To display the API Token page, in the Configuration menu, click Integration then click the
API Token tab.
Figure 117: Integration page, API Token tab
The Token area lists the current API token.
Summary of API Token Tab Options
summarizes the options available in the Integration page, API Token tab.
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Table 67: Summary of Integration page, API Token tab options
Integration, API Token
tab option
Description
Copy to Clipboard
Click to copy the current value of the Token area to the system clipboard.
After copying the token value to the clipboard, use the system paste
function (by default, CTRL+p) to paste the token into an email, file, or
password text entry area to enable a third-party entity to access the
Contactual API.
New Token
Click to create a new token and display the token's value in the Token area.
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Status Codes - Overview
What are status codes?
Status codes enable contact center supervisors to track how an agent spends his time
through a workday. When an agent is logged into the Agent Console, he/ she accepts or
rejects interactions, takes breaks, works offline or logs out. Supervisors might want to
know more details or reasons for an agent changing the status or rejecting an interaction.
Agent statuses such as 'On Break', 'Work Offline' do not point out the specific reasons for
status change by the agent. Status codes can be defined to bridge this information gap.
The status codes associate an agent’s status change action with probable reasons for the
change, and enable supervisors or managers to track the work pattern of agents.
For example, you can define status codes such as 'Attend Meeting', 'Complete Case Work'
as probable reasons for an agent to 'Work Offline'.
Using status codes functionality:
n
n
n
An administrator predefines a list of status codes used to describe probable reasons for
agent’s status change actions.
An agent selects a reason for status change from a predefined list of status codes when
changing status.
A supervisor analyzes an agent’s working pattern and contributes to improving call
center’s throughput.
When do you use status codes?
If your contact center's workflow requires a close supervision of agents time, then you
might want to define status codes to achieve that. Most common reasons to use status
codes are:
n
To know reasons for an agent rejecting an interaction.
n
To know reasons for an agent working offline.
The following table lists an agent's actions for which you can define status codes and
corresponding examples of status codes.
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Table 68: Status Codes
Agent's actions on
AGUI
Examples of Status Codes
Take Break
Lunch
Short Break
Restroom
Work Offline
Attend Meeting
Project Work
Training
Outbound Call
Logout
End of shift
PC Reboot
Reject Phone
Working on a Case
Reject Chat
Technical Issue
Reject Email
Not Ready for Interaction
Nearing Break Time
How do you define status codes?
Before defining status codes you need to understand your company's workflow. If your
company has multiple work-flows, you can create a separate status code list for each
work-flow. For example, if your company has a separate workflow for Support and Sales,
you would define a separate code list for each department.
Each status code list contains a set of codes - reasons for a specific status change. A status
codes list can be assigned to a group of agents with the limitation that a group of agents
can only access one list of status codes. Within the agent group, specific agents can be
enabled or disabled to have access to the status code list.
Defining status codes requires you to:
n
Identify valid and acceptable reasons for status change.
n
Identify groups/agents to apply status codes.
n
Determine the need for multiple language translation of status codes.
n
Create a status code list.
Creating status code list involves the following tasks:
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n
Create status code list by defining properties.
n
Create individual status codes in the list to define possible reasons for actions.
n
Translate status codes to a secondary language.
n
Assign status codes to groups of agents.
n
Select agents within the group to assign the status codes.
How do agents use status codes?
Agents assigned to a status code list, are presented with individual status codes in the list
when he chooses an action associated with codes. The agent must choose a code from the
presented list, and only then is allowed to proceed with the action. For example, When an
agent who is active, changes his status to Work Offline, a list of status codes such as
‘Attend Meeting’, ’Project Work’ associated with the action are presented to him in a drop
down list on the control panel.The agent must choose a status code from the list that
describes the reason for status change before working offline.
How do supervisors use Status Codes?
Supervisors can track how an agent spends time by generating the following two historical
reports:
n
Agent- Status Change Details: The report gives detailed information on agents’s status
changes, time at which an agent changed status, and an associated reason if any.
When the supervisor browses through the report, he gets information about how often
an agent changed status as well as the reason for status change.
Figure 118: Agent: Status Change Details Report
n
Agents: Time on Break/Offline with status codes: The report indicates how an agent
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spends time on each task while working offline or on break. The report summarizes
information on time spent by each status code, by status, by agent and by date. A
sample report is shown below.
Figure 119: Agents: Time on Break/Offline with Status Codes
Configuring Status Code Lists and Settings with the
Properties Tab
Use the Status Code Lists, Properties tab to create a new Status Code list and configure
the list's name and characteristics.
To enable the Status Codes, Properties tab, your Virtual Contact Center must have at least
one status code list. Perform the procedure in this section to create a new status code list.
To enable the Status Code Properties tab.
1. In the Configuration menu click Status Codes.
Configuration Manager displays the Status Code Lists page.
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Figure 120: Status Codes page, Properties tab, no status code definitions
2. In the, in the Show list select all.
Configuration Manager lists both the inactive and inactive status code list definitions.
If no status code lists exist, you must create at least one list to enable the Properties
tab options.
3. To create a new status code list, click New. To use an existing status code list as the
starting point for a new status code, click Duplicate.
Configuration Manager adds the new, incompletely configured status code list to the
page.
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Figure 121: Status Codes page, Properties tab, new status code list definition
4. In the Primary Language list, choose the status code list's primary language.
The new status code cannot be saved until you choose the new status code list's
primary language.
5. Click Save.
Configuration Manager enables the Codes, Translations, Assign Groups, and Activate
Agents tabs.
In addition to choosing the Primary Language, most contact centers will want to configure
the status code's optional information.
Summary of Status Codes Properties Tab Options
summarizes the options available in the Status Codes page, Properties tab.
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Table 69: Summary of Status Codes page, Properties tab options
Status Codes, Properties
Description
tab option
Show
Used
n
Choose Active to list only active status code lists
n
Choose Inactive to list only inactive status code lists
n
Choose All to list both active and inactive status code lists
If an Agent has applied a code in his or her Agent Console, then the
Configuration Manager adds a checkmark to that code and its parent list.
After a code has been used, both the code and its code list cannot be
deleted.
Active
Select to put this status code list into service.
Name
Type the name of the status code list.
Description
Type a description for the status code list.
Category
In the Category list:
n
Choose Edit Categories to create a new status code category.
—or—
n
Choose an existing status code category.
Admin Notes
Type information that will enable administrators to understand the purpose
of this status code list.
Primary Language
To save a new status code list, you must choose the code list's primary
language.
After the status code list has been saved, you cannot change the Primary
Language setting.
For more information about using the Primary Language list, see
Configuring Status Code Lists and Settings with the Properties Tab, on page
223.
Secondary Language
Choose one or more secondary languages for the status code list.
For information about configuring a status code's secondary languages, see
Choosing Status Code Languages with the Translations Tab, on page 229
Sort Order
n
Choose Manual to enable you to list status codes in a specific order
n
Choose Automatic to have the Virtual Contact Center sort status codes
in alphabetical order
Defining Status Codes with the Codes Tab
Use the Status Codes page, Status Codes tab to define the individual status codes
contained in a status code list.
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To display the Codes page, in the Configuration menu click Status Codes then click the
Codes tab.
Figure 122: Status Codes page, Codes tab
If the Codes tab is disabled, perform the procedure in Configuring Status Code Lists and
Settings with the Properties Tab, on page 223.
Summary of Status Codes, Codes Tab Options
Table 70 summarizes the options available in the Status Codes page, Codes tab.
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Table 70: Summary of Activate Agents page, Codes tab options
Activate Agents, Codes
tab option
Description
Show
n
Choose Active to list only active status codes
n
Choose Inactive to list only inactive status codes
n
Choose All to list both active and inactive status codes
Used
After a code has been used, the code and its code list cannot be deleted.
Move Up / Down
Select a code, then click Move Up or Move Down to change the status
code's position in the list of codes.
Menu Text
Type the string the Agent Console displays when displaying the code.
Report Text
Type the string theAgent Console displays when listing the code in a report.
Short Code
Type the string the Agent Console uses when displaying the code's short
identifier.
Code categories
Choose an optional primary category for the code:
n
Take Break
n
Work Offline
n
Log Out
n
Reject Phone
n
Reject Chat
n
Reject Email
Examples of Status Codes for Agent Breaks
Figure 123 illustrates the use of the Status Codes page, Codes tab to configure status
codes for various sorts breaks taken by a contact center's agents.
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Figure 123: Example Status Codes
Choosing Status Code Languages with the Translations Tab
Use the Status Codes page, Translations tab to configure secondary language options for
individual status codes.
To display the Translations page, in the Configuration menu click Status Codes then click
the Translations tab.
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Figure 124: Status Codes page, Translations tab
If the Translations tab is disabled, perform the procedure in Configuring Status Code Lists
and Settings with the Properties Tab, on page 223.
Summary of Status Code Translations Tab Options
Table 71summarizes the options available in the Status Codes page, Languages tab.
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Table 71: Summary of Status Codes page, Languages tab options
Status Codes, Languages
Description
tab option
Show
Primary Language
n
Choose Active to list only active status codes
n
Choose Inactive to list only inactive status codes
n
Choose All to list both active and inactive status codes
Read-only list of status code descriptions in the code's primary language.
For information about choosing a status code's primary language when you
create the code, see Configuring Status Code Lists and Settings with the
Properties Tab, on page 223
Show Secondary Language
Choose one of the secondary languages selected in the status code's
Properties tab.
When you select a secondary language, the Configuration Manager
changes the title of the Menu Text text entry area described later in this
table.
For more information about selecting a status code's secondary languages,
see Summary of Status Codes Properties Tab Options, on page 225.
Menu Text (secondary
language ID)
In the Show Secondary Language list, choose a secondary language, and
type the string the Agent Console displays when displaying the code in the
secondary language.
Report Text
In the Show Secondary Language list, choose a secondary languag, and
type the string the Agent Console displays when listing the code in a report.
Short Code
In the Show Secondary Language list, choose a secondary languag, and
type the string the Agent Console uses when displaying the codes' short
identifier.
Assigning Status Codes to Groups with the Assign Groups
Tab
Use the Status Codes page, Assign Groups tab to choose which groups use the status code
list.
To display the Assign Groups page, in the Configuration menu click Status Codes then
click the Assign Groups tab.
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Figure 125: Status Codes page, Assign Groups tab
If the Assign Groups tab is disabled, perform the procedure in Configuring Status Code
Lists and Settings with the Properties Tab, on page 223.
Summary of Status Code Assign Groups Tab Options
Table 72 summarizes the options available in the Status Codes page, Groups tab.
Table 72: Summary of Status Codes page, Groups tab options
Status Codes, Groups
tab option
Description
Agent Groups That Use This List List of agent groups currently assigned to this status code list.
All Agents Groups
List of agent groups not assigned to use this status code list.
Add, Remove
Click Add or Remove to put agent groups in the assigned or unassigned
lists.
Save
Click Save to save any changes made to the lists of agent groups.
Revert
Click Revert to abandon any changes made to the list before the last save
operation.
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Assigning Status Codes to Agents from a Group with the
Activate Agents Tab
Use the Status Codes page, Activate Agents tab to choose which agents use the status
code.
To display the Activate Agents page, in the Configuration menu click Status Codes then
click the Activate Agents tab.
Figure 126: Status Codes page, Activate Agents tab
If the Activate Agents tab is disabled, perform the procedure in Configuring Status Code
Summary of Status Code Activate Agents Tab Options
Table 73 summarizes the options available in the Status Codes page, Activate Agents tab.
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Table 73: Summary of Status Codes page, Activate Agents tab options
Status Codes, Agents
tab option
Description
Select an agent group
In the list of agent groups, select a group to update the Activate the desired
agents list.
Activate the desired agents
After selecting an agent group in the Select an agent group list, choose the
agents who will use the status codes in this status codes list.
Click Activate All or De-activate All to change the activation status of all the
agents in the list.
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Transaction Codes - Overview
What are transaction codes?
Transaction codes offer a means to set a unique calling line identifier(caller ID) for
outbound calls, and to apply call disposition to inbound as well as outbound interactions.
Each inbound or outbound interaction in a call center has some purpose and disposition.
Transaction codes can be defined to collect call disposition information from the agents at
the time of the call and supervisors can report on this information for analysis and to
determine further processing.
For example, an ACME Sales representative processing a sales campaign for a new
product, places outbound calls to prospect customers. He can record the result of each
interaction with predefined transaction codes such as 'Successful Sale', 'Prospect
Interested - Call back', 'Prospect not Interested -Do not call back', ‘Reached Voicemail’,
and ‘Faulty Number’ etc. Further in the sales process, you can define transaction codes to
identify various stages of the sales process, and apply the codes to convey the status and
result of each interaction.
Transaction codes can be defined to set the calling line identifier (caller ID) to be
displayed to the called party's telephone when placing an outbound call with the
OnDemand Contact Center.
Using transaction codes functionality:
n
n
n
n
n
An administrator predefines a list of transaction codes used to describe purpose of an
interaction, or probable outcomes for an interaction.
An agent applies call disposition from the predefined list of transaction codes during
the processing or post-processing of an interaction.
A supervisor reports on call disposition for further analysis and to determine further
processing.
An administrator predefines a list of transaction codes to identify the calling line
identifier to outbound calls.
An agent assigns a calling line Identifier to an outbound call from the predefined list of
transaction codes before initiating the call to ensure best call back experience for
customers.
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When do you use Transaction Codes?
Transaction codes are mainly used to:
n
State the purpose of interactions.
n
Indicate the outcome of inbound and outbound interactions.
n
Assign calling Line Identifier to outbound calls.
State the Purpose of Interactions with Transaction Codes
Each interaction from and into your call center has a purpose. You can define transaction
codes to state the purpose of interactions. When an agent processes an interaction, he
can indicate the purpose of the interaction by selecting one of the transaction codes.
For example, in a call center which combines sales, support and service calls, you can
indicate the purpose of each interaction using a set of transaction codes such as – Sales
call, Support Call, Service Call.
Indicate the Outcome of Interactions with Transaction Codes
Transaction Codes allow your call center agents to record the purpose/outcome of
inbound and outbound interactions. You are labeling an interaction with codes for further
analysis or follow-up.
For example, when a ACME sales representative places sales calls, he can indicate the
outcome of each interaction with predefined transaction codes such as 'Successful Sale',
'Prospect Interested - Call back', 'Prospect not Interested -Do not call back', ‘Reached
Voicemail’, and ‘Faulty Number’. At the end of the day, when the management runs a
transaction report, the report indicates statistical information about sales as well as
transaction codes that prompt follow-up actions. For records labeled with 'Prospect
Interested -call back' code, the agents need to place follow-up calls. Records labeled with
'Prospect not Interested - Do not call back' code need to be filtered from the list.
Typically, you can define transaction code list for a sales team to understand how many
calls they made, and how many resulted in sales, and how many resulted in faulty
numbers etc.
Assign Calling Line Identifier with Transaction Codes
When placing an outbound call, you can use transaction codes to set the calling line
identifier displayed to the called party. If your OnDemand Contact Center provides
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technical support services to multiple companies on the same tenant but on different
channels, you must ensure the correct caller ID is applied to each company. This helps
customers of each company to identify a number with the company and provides best call
back experience. You can define transaction codes to assign caller ID to outbound calls
from your tenant. When an agent initiates an interaction, he/she sets a caller ID to an
outbound call, thus identifying a call back number.
For example, ACME uses their OnDemand Contact Center to provide technical support
services for two companies Kids Zone - Kids Entertainment company and EMAC - Credit
Recovery Services. ACME has two inbound phone numbers - one for Kids Zone's callers
and one for EMAC's callers. The administrator defines transaction codes to map a phone
number for each company. Before placing an outbound call to customer of Kids Zone, the
agent selects the code for KidsZone. At the receiving end of the call, the phone number
mapped with the code is displayed. The company name may also be displayed.
Note: Assigning calling line identifier is not supported by all telecommunication carriers.
The following table lists the uses of transactions codes with corresponding examples.
Table 74: Transaction Codes
Reasons for using
transaction Codes
State the purpose of an
interaction
Examples of Transaction Codes
Sales Call
Service Call
Support Call
Indicate the outcome of an
interaction
Prospect Interested – Call Back
Prospect not Interested – Do not Call Back
Reached Voicemail – Try Again
Faulty Number
Define Calling Line Identifier Kids Zone - Kids Entertainment Company
for an outbound call.
EMAC - Credit Recovery Inc
How do you create transaction codes?
Understanding the process-flow of your company provides a good basis for defining
transaction codes. You may create multiple transaction code lists to define the purpose,
and outcomes of interactions for a particular process. For example, sales campaign
interactions may have multiple outcomes that differ from support related interactions. An
agent can select one or more outcomes for an interaction.
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Each transaction code list contains a set of codes to identify call disposition or caller ID. A
transaction codes list can be assigned to an agent group or to a queue. You should define
separate lists for call disposition and caller ID. You can apply multiple disposition code
lists to an agent group or a queue.When an agent accepts a call, all the code lists assigned
to the agent group/ queue are presented in separate tabs. An agent may select one or
more codes from a single list and/or save desired codes from multiple lists. A call coded
from multiple lists shows as a separate record
Defining transaction codes for disposition requires you to:
n
Identify probable purpose and outcomes of an interaction.
n
Identify queues or agent groups to apply transaction code list.
n
Determine the need to translate transaction codes to a secondary language.
n
Create a transaction code list.
Defining transaction codes for calling line identifier requires you to:
n
Identify channel number for each company.
n
Identify queues or groups/agents to apply transaction codes.
n
Determine the need to translate transaction codes to a secondary language.
n
Create a transaction code list.
Creating transaction codes involves the following tasks:
n
Create transaction code list by defining properties.
n
Create individual transaction codes in the list.
n
Define translations for codes.
n
Assign codes to agent group/s or queue/s.
How do Agents use Transaction Codes?
During the processing of an interaction, a transaction code list is presented to an agent on
the Agent Console under the following circumstances:
n
Agent is a member of the group assigned with the code list.
n
Agent is a member of the queue/s assigned with the code list/s.
From the presented code list, an agent selects transaction codes:
• before initiating the call.
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• during the call.
• at the end of the call during post-processing.
An agent assigned to an outbound calling line Identifier code list is presented with the list
before initiating an outbound call. The agent must choose a code before dialing. The
phone number associated with the selected code sets the caller ID to the call.
An agent assigned to a call disposition list is presented with the code list during an
interaction. The agent may select and save one code or multiple codes from a list anytime
during the interaction or post-processing. When an agent is a member of the
group/queue assigned with multiple lists, all lists are presented to the agent in separate
tabs when he accepts a call. The agent may select and save codes from multiple lists. The
selected codes appear in historical reports.
How do Supervisors use Transaction Codes?
Supervisors generate historical reports to get call disposition information for analysis and
to determine the need for followup actions based on transaction codes also known as
wrap-up codes. The following reports list transaction codes used during agent's
interactions.
n
n
Agents: Detailed accepted transactions with wrap up codes - This report lists wrap
up codes used by an agent during all of his inbound accepted interactions. Wrap up
codes indicate call disposition information. You may find multiple instances of the
same call to indicate multiple wrap up codes applied to the same call.
Agents: Detailed outbound transactions with wrap up codes - This report lists dial
codes as well as wrap up codes. Dial codes are caller ID related codes which appear
before dialing the call. An agent can apply only one dial code to a call, while he can
apply multiple wrap up codes.
Figure 127: Detailed outbound transactions with wrap up codes
n
Agents: Transactions grouped by Wrap up codes: The report groups transactions by
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wrap up codes, by queue, by channel, by media and by agent.
Figure 128: Transactions grouped by wrap up codes
Creating Transaction Codes
Creating a transaction code list involves:
n
Defining the properties - Required
n
Creating individual codes - Required
n
Translating codes to a secondary language - Optional
n
Assigning the codes to agent groups or queues - Required
To create a transaction code list:
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1. Click Transaction Codes tab. The Properties tab opens.
Figure 129: Defining a Transaction Code List
2. Click New to create a new list. The Properties tab opens.
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Figure 130: Transaction Codes > Properties
3. Enter the following properties. Some fields are required, while some are optional.
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Table 75: Summary of Transaction Codes page, Properties tab options
Transaction Codes,
Description
Assignment Type (Required)
Select an Agent Group or Queue to assign the list to. Enables the
members of the group or queue to access the list during phone calls.
Name (Required)
Enter a name for the transaction code list.
Description
Enter a description for the transaction code list.
Category
Refers to a category of lists such as Sales, Marketing, or Support. Within
a single category, you can create multiple transaction code lists. You can
create a new category or add a list to an existing category.
n
Choose Edit Categories to create a new transaction code category
n
Choose an existing transaction code category
Admin Notes
Enter information to enable administrators to understand the purpose
of this transaction code list.
Required
Select to require the agent to select a transaction code from this
transaction code list for all phone calls.
Multiple-choice
Select this option to allow an agent to select multiple codes from
transaction code list.
Required Before Outgoing
Transaction
Select the option to force an agent to select a transaction code from this
codes list for all outbound phone transactions before dialing out. This
enables enforcing Calling Line ID for outbound calls.
Primary Language (Required) Select a language to render the codes in. This information is required to
create a list.
Click Choose and select a language from the list of available languages.
Note: After saving the list, you cannot change the Primary Language
setting.
Configuring Transaction Code Lists and Settings with the Properties Tab,
on page 248.
Sort Order
Refers to the order in which the codes within the list should be sorted
when presented to an agent.
n
Choose Manual to enable you to list transaction codes in a specific
order.
n
Choose Automatic to have the Virtual Contact Center sort transaction
codes in alphabetical order
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Figure 131: Transaction Code list Properties Defined
4. Click Save to save the properties.
The Codes tab opens. The Codes tab allows you to create multiple transaction codes in
the list.
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Figure 132: Transaction Codes > Codes tab
5. Click New to create a new code.
6. Enter Menu Text, Report Text, and Short Code.
o
Menu Text: Code text that appears in the code list on the Agent Console
o
Report Text: Code text that appears in the reports.
o
Short Code: Short identifier for a code.
7. Select a channel to indicate the Calling Line Identifier for a list meant for outbound
dialing.
8. Repeat steps 5 to 7 to create multiple codes.
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Figure 133: Multiple Codes created
9. Select Save to save the codes.
The Translations tab opens. This tab displays all codes defined in your primary
language and allows you to translate them to a secondary language of your choice.
You should have specified a secondary language in the Properties tab to enable
translation.
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Figure 134: Transaction Codes > Translations
10. Select a secondary language to translate the code to.
11. Enter Menu Text, Report Text, and Short Code in the secondary language.
12. Select Save to save the translated codes.
The Assignments tab opens. This tab enables you to select agent groups or queues to
assign the code list to. Based on your choice of assignment type in the Properties tab,
list of agent groups or queues set up in the tenant show up.
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Figure 135: Transaction Codes > Assignment Tab
13. Select an agent group or a queue, and click Add. The list is assigned to your choice of
agents groups or queues in the list.
14. Click Save to complete the code list definition.
Note: A transaction code list is not functional until activated and assigned.
Configuring Transaction Code Lists and Settings with the
Properties Tab
Use the Transaction Code Lists, Properties tab to create a new Transaction Code list and
configure the list's primary characteristics.
To enable the Transaction Codes, Properties tab, your Virtual Contact Center must have at
least one transaction code definition. Perform the procedure in this section to create a
new transaction code.
To display the Transaction Codes Properties tab.
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1. In the Configuration menu click Transaction Codes.
Configuration Manager displays the Transaction Code Lists page.
Figure 136: Transaction Codes page, Properties tab, no transaction code list definitions
2. In the, Show list select all.
Configuration Manager lists both the inactive and inactive transaction code list
definitions. If no transaction code lists exist, you must create one to enable the
Properties tab options.
3. To create a new transaction code, click New.
To use an existing transaction code list as the starting point for a new transaction
code, click Duplicate.
Configuration Manager adds the new, incompletely configured transaction code list to
the page.
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Figure 137: Transaction Codes page, Properties tab, new transaction code list definition
4. In the Primary Language list, choose the transaction code list's primary language.
The new transaction code cannot be saved until you choose the new transaction code
list's primary language.
5. Click Save.
Configuration Manager enables the Codes, Translations, and Assignments tabs.
In addition to choosing the Primary Language, most contact centers will want to configure
the transaction code's optional information.
Summary of Transaction Code Properties Tab Options
Table 76 summarizes the options available in the Transaction Codes page, Properties tab.
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Table 76: Summary of Transaction Codes page, Properties tab options
Transaction Codes,
Description
Show
n
Choose Active to list only active transaction code lists
n
Choose Inactive to list only inactive transaction code lists
n
Choose All to list both active and inactive transaction code lists
Used
After a code has been used, both the code and its code list cannot be
deleted.
Active
Select to put this transaction code list into service.
Assignment Type
Choose Agent Groups or Queues.
Name
Type the name of the transaction code.
Description
Type a description for the transaction code.
Category
n
Choose Edit Categories to create a new transaction code category
n
Choose an existing transaction code category
Admin Notes
Type information that will enable administrators to understand the purpose
of this transaction code list.
Required
transaction code list for all inbound and outbound phone transactions.
Multiple-choice
Select to allow the agent to select multiple codes from a list.
Required Before Outgoing
Transaction
transaction codes list for all outbound phone transactions.
Primary Language
To save a new transaction code list, you must choose the codelist's primary
language.
After the status code list has been saved, you cannot change the Primary
Language setting.
Configuring Transaction Code Lists and Settings with the Properties Tab, on
page 248.
Sort Order
n
Choose Manual to enable you to list transaction codes in a specific
order
n
Choose Automatic to have the Virtual Contact Center sort transaction
codes in alphabetical order
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Defining Transaction Codes with the Codes Tab
Use the Transaction Codes page, Transaction Codes tab to define a transaction code.
To display the Transaction Codes page, in the Configuration menu click Transaction
Codes then click the Codes tab.
Figure 138: Transaction Codes page, Codes tab
If the Codes tab is disabled, to enable the Codes tab perform the procedure in Configuring
Transaction Code Lists and Settings with the Properties Tab, on page 248.
Summary of Transaction Codes, Codes Tab Options
Table 77summarizes the options available in the Transaction Codes page, Codes tab.
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Table 77: Summary of Transaction Codes page, Codes tab options
Codes tab option
Description
Show
n
Choose Active to list only active transaction codes
n
Choose Inactive to list only inactive transaction codes
n
Choose All to list both active and inactive transaction codes
Used
If an Agent has used a code in his or her Agent Console, then the
Configuration Manager adds a checkmark to that code and associated
code group's in the Used column.
After a code has been used, the code and its code group cannot be
deleted.
Move Up / Down
Select a code, then click Move Up or Move Down to change the
transaction code's position in the list of codes.
Menu Text
Type the string the Agent Console displays when displaying the code.
Report Text
Type the string the Agent Console displays when listing the code in a
report.
Short Code
Type the string the Agent Console uses when displaying the code's short
identifier.
Calling Line Identifier
Select the Virtual Contact Center phone channel associated with this
transaction code list, or select the Anonymous option to allow an agent to
opt for anonymous caller ID for an outbound call.
Choosing Transaction Code Languages with the Translations
Tab
Use the Transaction Codes page, Translations tab to configure secondary language
options for the transaction code.
To display the Translations page, in the Configuration menu click Transaction Codes then
click the Translations tab.
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Figure 139: Transaction Codes page, Translations tab
If the Translations tab is disabled, perform the procedure in Configuring Transaction Code
Summary of Transaction Codes Translations Tab Options
Table 78 summarizes the options available in the Transaction Codes page, Translations
tab.
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Table 78: Summary of Transaction Codes page, Translations tab options
Translations tab option
Description
Show
n
Choose Active to list only active interaction codes
n
Choose Inactive to list only inactive interaction codes
n
Choose All to list both active and inactive interaction codes
Primary Language
Read-only list of interaction code descriptions in the code's primary
language.
For information about choosing an interaction code's primary language
when you create the code, see Configuring Transaction Code Lists and
Settings with the Properties Tab, on page 248
Show Secondary Language
Choose one of the secondary languages selected in the interaction code's
Properties tab.
When you select a secondary language, the Configuration Manager
changes the title of the Menu Text text entry area described later in this
table.
For more information about selecting an interaction code's secondary
languages, see Summary of Support Center Properties Tab Options, on page
159.
Menu Text (secondary
language ID)
type the string the Agent Console displays when displaying the code in the
secondary language.
Report Text
type the string the Agent Console displays when listing the code in a report.
Short Code
type the string the Agent Console uses when displaying the codes' short
identifier.
Assigning Queues to use Transaction Code with the
Assignments Tab
Use the Transaction Codes page, Assignments tab to assign Agent Groups or Queues to
the transaction code.
To display the Assignments page, in the Configuration menu click Transaction Codes then
click the Assignments tab.
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Figure 140: Transaction Codes page, Assignments tab
If the Assignments tab is disabled, perform the procedure in Configuring Transaction Code
Summary of Transaction Codes Assignment Tab Options
Table 79 summarizes the options available in the Transaction Codes page, Assignments
tab.
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Table 79: Summary of Transaction Codes page, Assignments tab options
Transaction Codes,
Description
Assignments tab option
Agent Groups That Use This List If in the Properties tab, Assignment Type list, you selected Agent Groups,
then Virtual Contact Center lists the agent groups assigned to this
Queues That Use This List
If in the Properties tab, Assignment Type list, you selected Queues, then
Virtual Contact Center lists the queues assigned to this transaction code list.
All Agents Groups
If in the Properties tab, Assignment Type list, you selected Agent Groups,
then Virtual Contact Center lists the agent groups not assigned to this
All Queues
Virtual Contact Center lists the queues not assigned to this transaction
code list.
Show
choose All Media or the type of queue to list.
Add, Remove
Click Add or Remove to move agent groups or queues from one list to the
other.
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GLOSSARY
A
Administrator
The person who uses the Contactual Configuration Manager to configure the contact
center's resources and behaviors.
Agent
Agents use the Contactual application to view and manage customer interactions.
Contactual supports Regular agents and Supervisor agents.
Application Programming Interface (API)
An application programming interface (API) defines the way an external program can
request services from another program. See also, Contactual Integrations.
Automatic Call Distribution (ACD)
ACD uses the number called and programmable call distribution logic to route
incoming telephone calls to agents with the skills necessary to efficiently process the
interaction.
Automatic Number Identification (ANI)
ANI identifies the origination number of a call offered to an Agent.
B
Billing Telephone Number (BTN)
For customers with multiple separate telephone numbers, the BTN consolidates those
multiple numbers under a single phone number for billing purposes.
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C
Caller Name (CNAM)
An enhanced Caller ID feature that displays both the number and name for an
incoming voice call. To provide the value-added CNAM service, the carrier uses the
originating caller's phone number to locate the caller's name in the carriers' names
database, then transmits both the number and name to the CNAM-enabled customer.
Calling Line Identifier (CLI)
The intended display number of the calling party. In some network configurations, the
CLI contains the calling party's Billing Telephone Number (BTN) or Charged Party
Number (CPN) to be displayed instead.
Channel
Phone, email, or Web chat interactions arrive at a Contactual tenant on a channel.
Contactual uses skills based routing rules to place interaction requests into the
appropriate Queue.
Collaborate
See Desktop Sharing.
Computer Telephony Integration (CTI)
CTI allows data associated with an incoming call or chat request to be presented to
the responding agent in real-time. Contactual CTI typically presents this data as a
"screen pop".
Configuration Manager (CM)
The portion of the Contactual application used by the contact center's administrator
to define and configure the resources and operational behaviors of the center's
Contactual tenant.
Contactual Agent Desktop
Contactual's browser-based graphical user interface (GUI) used by Agents to manage
customer interactions.
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Contactual Integrations Suite
An optional package containing the Contactual CRM API, Screen Pop, Triggers, and
Reporting API components.
CRM API
The CRM API component of the Contactual Integrations enables third-party processes
to access Contactual CRM data.
Customer Relationship Management (CRM)
The Contactual CRM stores the contact center's customer, case, and follow-up data.
Numerous third-party CRM products also exist. Two examples of third-party CRM
applications are Salesforce and NetSuite.
D
Desktop Sharing
If authorized, an agent can use the Collaborate Desktop Sharing feature to view and
control a customer’s remote computer for purposes of providing assistance.
Direct Agent Access
In an IVR script, direct agent access permits a caller to reach an agent directly rather
than through skills-based routing logic.
E
Email Script
A set of instructions that determine and direct the treatment and routing of an
incoming email interaction.
G
Group
A group is a collection of agents created for management or reporting purposes.
Groups can be functional (for example, Technical Support) or organizational (for
example Supervisor Mary’s Team). Each agent can be assigned to only one group, and
cannot view or access information about other groups or group members.
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I
Interactive Chat Response (ICR)
Interactive Chat Response specifies the message sent in response to a new chat
interaction.
Interactive Voice Response (IVR)
IVR enables touch tones to guide customer interaction with the contact center. For
example, an IVR script could direct a caller to Press 1 to be connected to Sales or
Press 2 to be contacted to Support.
IVR Script
A set of instructions that prompts callers to choose options, then uses those choices to
determine the optimal routing of an incoming phone interaction. See also, Interactive
Voice Response.
Q
Queue
A queue is an ordered collection of interactions waiting to be served by agents
qualified to respond to these interactions. In addition to enabling the call center
administrator to customize how incoming interactions are prioritized and routed,
queues also ensure that interactions are never lost or discarded.
R
Reporting API
The Reporting API component of the Contactual Integrations enables third-party
processes to access statistical reporting data, and status information.
Responsible Organization (RespOrg)
The entity that controls and maintains a phone number. Telephone carriers are the
most common type of RespOrg. Contactual's provisioning department processes the
RespOrg orders required to direct your contact center's phone numbers to your
Contactual OnDemand Contact Center client
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S
Screen Pop
The Screen Pop component of the Contactual Integrations enables third-party CRMs
to display information in the Agent Desktop. See also, Computer Telephony
Integration.
Service Level Agreement (SLA)
A commitment to process some number of interactions within a specific period of
time. Service Levels are generally defined as X percent of interactions answered
within Y seconds measured over Z minutes. In the Contactual Configuration Manager,
use a queue's SLA tab to generate an alert whenever interaction processing levels fall
below a specified commitment level.
Skill
A qualification that associates a particular queue to an agent.
Skill Levels
For each agent, Contactual uses high, medium, and low skill level identifiers to
prioritize the distribution of interactions across the pool of available agents.
Status Codes
The Status Codes feature enables agents to supply supplemental information about
why they changed their state. Status Codes provide enhanced workforce planning and
management. For example, status codes could be created for different categories of
breaks such as Break for Lunch, Break for Meeting, and so on.
Supervisor
An agent with the supplementary privileges required to create FAQ categories and
answers, monitor agent interactions in progress, listen to recordings of previous
interactions, and create reports for the agents groups they supervise.
Support Center
In Configuration Manager, use the Support Center page to create customer-facing
support Web page for your contact center, and specify the contact -- FAQs, desktop
sharing, chat, email -- available from that page.
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T
Tenant
Your unique and secure contact center instance running on a Contactual platform.
You use the Configuration Manager to create and configure all aspects of your
contact center's resources and operational behaviors, including groups, incoming
channels, queues, agents, routing scripts, skills, monitoring, recording, and reporting.
Transaction Code
The Transaction Codes feature enables agents to supply supplemental information
about the reason for or outcome of an interaction. Transaction codes provide
enhanced metrics or enable the calling line ID on an outbound call to be modified. For
example, transaction codes could be created for different categories of sales
activities such as Initial Contact, Prospect, Customer Satisfied, and so on.
Triggers
The Triggers component of the Contactual Integrations invokes a remote third-party
process whenever an agent creates, deletes, or edits Contactual CRM record.
V
Virtual Contact Center
A contact center that enables agents to be located in different geographical locations
yet managed as if they were located in the same physical location.
Voice over IP (VoIP)
The use of the Internet Protocol (IP) to carry telephone calls.
W
Web Application Programming Interface (WAPI)
Deprecated term for the optional Contactual Integrations package.
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Contactual Configuration Manager Administration Guide

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