CCoutbound - Alcatel
Contents
1. contact Permanently remove delete the contact See Permanently removing the contact from the from the campaign on contact request campaign Complete or modify the contact s data See Completing or modifying the contact s data Ask to view all directory numbers saved for See Viewing all directory numbers saved for the the contact contact Add a new directory number for the contact See Adding a new directory number for the con tact Mask the contact record See Masking Viewing the contact record Ringing off and classifying the contact 1 4 If required click the button to ring off Ringing off causes the CCA activity window to switch to the Wrap up Pause then Idle phases Optional You can still perform operations on the contact s data during the Wrap up and Pause phases The operations that may be performed are those described in Operations that may be performed while calling Important 1 Bear in mind the time allocated for the Wrap up and Pause phases Click the gs button to classify the contact Important 2 You must perform this operation before the Pause phase ends When the contact is classified the contact record is closed and contact data saved at system level When the Wrap up and Pause phases are complete the CCA activity window returns to idle Caution When the CCA activity window returns to idle a new contact is presented and your set rings End List of operations that c2. The Contact list panel changes the two buttons are no longer displayed The new directory number is now available in the drop down menu in the Contact list panel if the Chained record box was selected previously Otherwise only this number is displayed 6 End Masking Viewing the contact record You may mask and view hide and show the contact record Principle 1 8AL90118USAA Ed 01 CCoutbound Processing a campaign without using a script z button to mask the contact record 2 Click the mi button to view the contact record 3 End 8AL90118USAA Ed 01 CCoutbound 4 9 Chapter 4 10 4 Processing a campaign without using a script 8AL90118USAA Ed 01 CCoutbound Chapter 5 Processing a campaign using a script 5 1 1 Modifying the work setup Before requesting presentation of a contact you may optimize your work setup to display only the CCO script editor To do this you must first minimize collapse the CCA activity window to the Windows task bar The final result should be the CCO script editor window displayed as shown below Example gt Alcatel CC agent application Internet tools Outbound campaign Script editor j Bi x Optional services Phone Panel Show Hide CCO buttons Show Hide history 1 7 Step 0 Mr C Mrs C Miss Company l 1200007111100 x Address 73 r Reschedule Panel zi 15 50 04 230704 Town Personal callback i Campaign callback
3. Operations that may be performed before the contact is called 5 2 Galli ng ING contact essentiell 5 2 Operations performed while calling a contact 5 2 Ringing off and classifying the contact uunssssssnnannsnnnnnnnnnnnnnnnnnnnnnn 5 3 Campaign in Preview mode several contacts presented 5 3 Modifying the work setup unssmsrrrrssererrrrserenerrrrrennnnrrrrrrnnnnnrrrr ee canine 5 3 Asking for a contact to be presented emmmmesssseesrrrrsrererrrrrrrrnnnrrrrnrrnnnr rr rn nro nn nn nn 5 4 Operations that may be performed before a contact is called 5 5 Calling a Contact ee ee heh cele ean ra er ka bn er 5 5 Operations performed during the call snmisssssssrssssrssserrrrrrrsserrrrrrrnnnrrrrrrrnnnr rr nan 5 5 Ringing off and classifying the contact snemsseesrrrrssrseerrrrrrrrnnnrrrrnrrnnnrrr rn nro nn r ran 5 6 Campaign in Progressive or Predictive mode 5 6 Modifying the work setup in calc Na naan ann age atc 5 6 Operations performed during the call smismnsssssrrsssrrsserrrrrrrsnerrrrrrennnrrrrrrrnnnr rr annan 5 7 Ringing off and classifying the contact smsmsseessrrrssrseerrrrrrrrnnnrrrrnrrnnnrrr rn nro nn r rna 5 8 List of operations that can be performed during the campaign EA E EA tui kan AL ET A SLR at reba een ert h E E bena 5 8 Rejecting the contact presented itnsessssseserrrsssererrrrrsrennrnrrrrer enn rrrr rn rr nn rr rr nr nonan rna 5 8 Compl
4. Phone r Call Result Panel Home phone l Unknow a Mobile phone i Next gt Important In the remainder of this document it is assumed that only the CCO script editor window is dis played on the screen However some operations may require the CCA activity window and or 8AL90118USAA Ed 01 CCoutbound 5 1 Chapter 5 1 2 5 1 4 5 Processing a campaign using a script contact record to be displayed This is specified when it is the case Asking for a contact to be presented Prerequisites itor window The campaign must have been launched and the button displayed in the CCO script ed 1 Click the 5 button When you click the button The CCA activity window switches to reservation mode Reserved for campaign The script is displayed in the CCO script editor window 2 End Operations that may be performed before the contact is called Before making the call you may Remove the contact from the campaign See Removing the contact from the campaign Reject the contact presented See Rejecting the contact presented Complete or modify the contact s data See Completing or modifying the contact s data Ask to view all directory numbers saved for the contact See Viewing all directory numbers saved for the contact Calling the contact 1 Click the button 2 End Operations performed while calling a contact As the contact provides information progres
5. and the or button displayed in the CCA activity window 1 Click the wy button When you click the button e The CCA activity window switches to reservation mode Reserved for campaign e A list of contacts is displayed in the CCO script editor window 5 4 8AL90118USAA Ed 01 CCoutbound Processing a campaign using a script Alcatel CCagent application Internet tools Outbound campaign Script editor F 210 gt X Optional services Contact list Contact number Type of callback Date and time of callba Call result mk test cl 1200004111100 Unknown Home Phone mk test cl 1200003111100 Unknown Home Phone mk test cl 1200002111100 Unknown Home Phone mk test cl 1200001111100 Unknown Home Phone gt ei 2 End 5 2 3 Operations that may be performed before a contact is called Before calling a contact you may Remove one or more contacts from the See Removing the contact from the campaign campaign Reject one or more of the contacts presen See Rejecting the contact presented ted Ask to view all directory numbers saved for See Viewing all directory numbers saved for the one or more contacts contact Complete or modify the contact s data See Completing or modifying the contact s data 5 2 4 Calling a contact 1 Double click the contact or select the contact and press Enter When you click the button e The CCA activity window switches to conver
6. be presented in the CCO script editor window Example 7 Alcatel CCagent application Internet tools Outbound campaign Script editor gt p Optional services lol x Contact list Contact number Message Type of callback Date and time of callba Call result m mk test cl 1200004111100 Unknown mk test cl 1200003111100 Unknown mk test cl 1200002111100 Unknown mk test cl 1200001111100 Unknown 4 Contact Center Outbound The CCO script editor window contains several panels Phone type Home Phone Home Phone Home Phone Home Phone Displays contact data following panels Contact number Displays contact call numbers Displays comments if the contact does not want to be Message called again Type of callback and _ Displays callback type date and time if callback is sched Date and time of callback uled Call result 8AL90118USAA Ed 01 CCoutbound Chapter 3 Description of the CCoutbound windows Note When the list is reduced following calls or contact deletion or classification a system request is made to obtain a new contact list 3 3 2 Campaign with a script In this configuration the role of the CCO script editor window changes during the contact call At idle campaign not launched all CCO script editor panels are shaded The availability of the panels depends on contact call progress For a campaign in Previe
7. contact has been requested Preview mode or when a contact is presented by the system Predictive or Progressive mode Example a EEE m Vs wo wD Bhs SS 2 f r l The CCO toolbar contains a set of buttons with the following functions ES _ Used to remove a contact from the campaign The contact can be called in the context of another campaign N Used to permanently remove a contact from the campaign The contact can then no longer be called even in the context of another campaign Used to update save contact data amp Used to program a scheduled callback 5 Used to classify contact data for it to be saved at system level Ba Used to reject the contact presented B4 Used to display all directory numbers saved for the contact B4 Used to add a new directory number for the contact By Used to mask or display the contact data presentation window These buttons used in combination with the different panels in the contact record allow operations to be performed on the contact during the call The availability of the panels depends on contact call progress 3 2 The contact record 8AL90118USAA Ed 01 CCoutbound 3 1 Chapter 3 2 3 Description of the CCoutbound windows The role of the contact record is to Display the main contact information items Allow this information to be completed during the call to the contact For a campaign without a script The con
8. contacts are presented a Successively click the contacts to be removed hold down the Shift key to select several contacts b Click the 5 button The selected contacts are no longer displayed in the CCO script editor window c End Viewing all directory numbers saved for the contact 8AL90118USAA Ed 01 CCoutbound 4 7 Chapter 4 4 7 4 4 8 4 Processing a campaign without using a script You may ask to view all directory numbers saved for the contact Principle lf a single contact is presented a Click the a button The Contact list panel changes and the drop down menu is displayed b End lf several contacts are presented a Right click to select the contact s hold down the Shift key to select several contacts b Click the a button All the directory number s saved for the selected contact s are displayed in the CCO script editor window c End Adding a new directory number for the contact You may add a new directory number for the contact Principle 1 Click the 53 button The Contact number dialog box opens Enter the directory number in the appropriate field Check select the Chained record box if you want the number to be associated with the contact s other directory number s 4 Click OK to save the new directory number The Contact list panel changes to display two new buttons Add contact Cancel contact Contact list mk test cl 5 Click Add contact
9. the gs button to classify the contact Important 2 This operation is mandatory if another campaign contact call is to be taken When the contact is classified the contact record is closed and contact data saved at system level 4 End 4 2 Campaign in Preview mode several contacts presented 4 2 1 Asking for a contact to be presented Prerequisites The campaign must have been launched and the S icon displayed in the CCA activity win dow 1 Click the button When you click the button e The CCA activity window switches to reservation mode Reserved for campaign e Several contacts are displayed in the CCO script editor window 4 2 8AL90118USAA Ed 01 CCoutbound 4 2 2 4 2 3 4 2 4 Processing a campaign without using a script 7 Alcatel CCagent application Internet tools Outbound campaign Script editor 3 lolx Optional services Contact list Contact number Type of callback Date and time of callba Call result Phone type mk test cl 1200004111100 Unknown Home Phone mk test cl 1200003111100 Unknown Home Phone mk test cl 1200002111100 Unknown Home Phone mk test cl 1200001111100 Unknown Home Phone nnn Contact Center Outbound i zei 2 End Operations that may be performed before a contact is called Before calling a contact you may campaign Remove one or more contacts from the See Removing the contact from the campaign Reject one or
10. 4280704 Town Personal callback we Campaign callback Phone r Call Result Panel Home phone funknow a Mobile phone CCO Panel zu 2 3 BR Important In the remainder of this document it is assumed that only the CCO script editor window is dis played on the screen However some operations may require the CCA activity window and or contact record to be displayed This is specified when it is the case Operations performed during the call As the contact provides information progressively complete the questionnaire presented in the central part of the CCO script editor window You may also perform one of the following operations 8AL90118USAA Ed 01 CCoutbound 5 7 Chapter 5 3 3 5 4 5 4 1 5 Processing a campaign using a script Agree on a scheduled callback with the See Scheduling a contact callback request contact Permanently remove delete the contact See Permanently removing the contact from the from the campaign on contact request campaign Complete or modify the contact s data See Completing or modifying the contact s data Ask to view all directory numbers saved for See Viewing all directory numbers saved for the the contact contact Add a new directory number for the contact See Adding a new directory number for the con tact Ringing off and classifying the contact 1 If required click the g button to ring off Ringing off causes your set to switch to the Wrap up P
11. 78 button to classify the contact Important 2 This operation is mandatory if another campaign contact call is to be taken Classifying the contact results in contact data being saved at system level When the Wrap up and Pause phases are complete the CCO script editor window re displays the contact list minus the previously classified contact 4 Optional Click the Be button for fast return of your Pro ACD set to the idle state 5 End 5 3 Campaign in Progressive or Predictive mode Reminder In this campaign mode you do not need to perform any action to take a contact call Connection is automatic On connection The CCA activity window switches to conversation mode talking to status The script is displayed in the CCO script editor window 5 3 1 Modifying the work setup 8AL90118USAA Ed 01 CCoutbound 5 3 2 Processing a campaign using a script During a conversation you may optimize your work setup to display only the CCO script editor To do this you must first minimize collapse the CCA activity window to the Windows task bar The CCO script editor window should be displayed as shown below Z gt Alcatel CC agent application Internet tools Outbound campaign Script editor E Dj x Optional services Phone Panel Show Hide CCO buttons Show Hide history 3 Step 0 Mr C Mrs C Miss Name l Company l 1200007111100 gt PP E Address r Reschedule Panel z 15 50 0
12. 90118USAA Ed 01 CCoutbound Chapter 3 6 3 Description of the CCoutbound windows 8AL90118USAA Ed 01 CCoutbound Chapter 4 1 4 1 1 4 Processing a campaign without using a script Campaign in Preview mode only one contact presented Asking for a contact to be presented Prerequisites The campaign must have been launched and the S button displayed in the CCA activity window 1 Click the En button When you click the button The CCA activity window switches to reservation mode Reserved for campaign The contact record is displayed 2 End Operations that may be performed before the contact is called Before making the call you may Remove the contact from the campaign See Removing the contact from the campaign Reject the contact presented See Rejecting the contact presented Complete or modify the contact s data See Completing or modifying the contact s data Ask to view all directory numbers saved for See Viewing all directory numbers saved for the the contact contact Calling the contact 1 Press the Enter key on the keyboard if a single call number is displayed in the Contact list panel If you asked to view all the contact s directory numbers you may select a number to call the contact Principle a Select the new directory number from the drop down menu in the Call list field b Press the Enter key on the keyboard to call the contact at thi
13. Alcatel Lucent OmniTouch Contact Center Standard Edition CCoutbound User Manual R10 0 Alcatel Lucent Legal notice Alcatel Lucent Alcatel Lucent and the Alcatel Lucent logo are trademarks of Alcatel Lucent All other trademarks are the property of their respective owners The information presented is subject to change without notice Alcatel Lucent assumes no responsibility for inaccuracies contained herein Copyright 2012 Alcatel Lucent All rights reserved The CE mark indicates that this product conforms to the following Council Directives 2004 108 EC concerning electro magnetic compatibility 2006 95 EC concerning electrical safety 1999 5 EC R amp TTE ce Table of contents CCoutbound Chapter 1 Overview 1 1 OYEIVIEN ee ee 1 1 1 2 Your role in a CCoutbound campaign ne 1 1 Chapter 2 Opening a CCoutbound session 2 1 Opening a CCoutbound session in the CCA application 2 1 Chapter 3 Description of tne CCoutbound windows 3 1 The CCA activity window eeneennnn 3 1 3 2 The contact record a ene ene en senere een en en enn 3 1 3 3 The CCO script editor window neeenene 3 3 3 3 1 Campaign without a Script mnsssmmssrrssrrsserrrrsrressnrrrrrrrnnnrrrrrrrrnnr nns rr rn nr rr rr rr norr rn nn 3 3 3 3 2 Campaign with a script ua nn 3 4 8AL90118USAA Ed 01 CCoutbound 0 1 CCoutbound
14. User Manual R10 0 Chapter 4 Processing a campaign without using a script 4 1 4 1 1 4 1 2 4 1 3 4 1 4 4 1 5 4 2 4 2 1 4 2 2 4 2 3 4 2 4 4 2 5 4 3 4 3 1 4 3 2 4 4 4 4 1 4 4 2 4 4 3 4 4 4 4 4 5 4 4 6 4 4 7 4 4 8 0 2 Campaign in Preview mode only one contact presented 4 1 Asking for a contact to be presented musmmneessssessrrrrsrrrerrrrrrrrnnnrrrrr ren rr rr rn rann n rna 4 1 Operations that may be performed before the contact is called 44 Calling ThesCOMacl ea 44 Operations that may be performed while calling a contact 4 1 Ringing off and classifying the contact uusssrssssnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn 4 2 Campaign in Preview mode several contacts presented 4 2 Asking for a contact to be presented memmmmssssessrrrrsrsrerrrrrrrrnnnrrrrn rr nr rr rr nro nn nr nn 4 2 Operations that may be performed before a contact is called 4 3 Calling aconta Ci sissies res r akan en Ro s n ANN Ree hos eae cei culate TEA ARAE 4 3 Operations that may be performed while calling a contact 4 3 Ringing off and classifying the contact smeeeseesrrrrrsrsesrrrrrrrrnnnrrrrnrrnnnrr rr rr norr rr nn 4 4 Campaign in Progressive or Predictive mode 4 4 Operations that may be performed while Calling oimmsmnsssssssssseseeessnnnnnnnnnnrnn nn nn 4 4 Ringing off and classifying the contac
15. an be performed during the campaign Rejecting the contact presented You may reject the contact presented However the contact remains in the campaign and may be distributed to another agent or be presented to you again Principle If a single contact is presented a Click the a button The contact record is closed b End 8AL90118USAA Ed 01 CCoutbound 4 5 Chapter 4 Processing a campaign without using a script lf several contacts are presented a Successively click the contacts to be rejected hold down the Shift key to select several contacts b Click the a button The selected contacts are no longer displayed in the CCO script editor window c End 4 4 2 Completing or modifying the contact s data You may complete contact data as the call progresses Principle 1 When you know the result of the call select this from the drop down menu in the Call result field 2 For the other fields to be completed click in the corresponding box to enter or modify the value provided by the contact 3 Click the 3 button to save the data entered 4 End Caution If you do not save the data you have entered at regular intervals do not forget to do this by click ing the 75 button during the call classification phase 4 4 3 Permanently removing the contact from the campaign When a contact does not want to be called again you may remove the contact from the campaign permanently The contact can then no
16. ause then Idle phases Optional You can still perform operations on the contact s data during the Wrap up and Pause phases The operations that may be performed are those described in Operations performed during the call Important 1 Bear in mind the time allocated for the Wrap up and Pause phases Click the 78 button to classify the contact Important 2 This operation must be performed before the end of the Pause phase Classifying the contact results in contact data being saved at system level When the Wrap up and Pause phases are complete the CCO script editor window returns to idle Caution When the CCO script editor activity window returns to idle a new contact is presented and your set rings Optional Click the button for fast return to the idle state End List of operations that can be performed during the campaign Rejecting the contact presented You may reject the contact presented However the contact remains in tne campaign and may be distributed to another agent or be presented to you again Principle 1 Click the 5 button The CCO script editor returns to idle 2 End 8AL90118USAA Ed 01 CCoutbound 5 4 2 5 4 3 Processing a campaign using a script Completing or modifying the contact s data You may complete contact data as the call progresses This operation differs according to the content of the CCO script editor window 1 If a contact list is displayed a Clic
17. click the g button to ring off Ringing off causes the CCA activity window to switch to the Wrap up Pause then Idle phases Optional You can still perform operations on the contact s data during the Wrap up and Pause phases The operations that may be performed are those described in Operations that may be performed while calling a contact Important 1 Bear in mind the time allocated for the Wrap up and Pause phases Click the gs button to classify the contact Important 2 This operation is mandatory if another campaign contact call is to be taken When the contact is classified the contact record is closed and contact data saved at system level When the Wrap up and Pause phases are complete the CCA activity window returns to idle The CCO script editor is opened again with the list of remaining contacts End Campaign in Progressive or Predictive mode Reminder In this campaign mode you do not need to perform any action to take a contact call Connection is automatic On connection The CCA activity window switches to conversation mode talking to status The contact record is displayed Operations that may be performed while calling In the conversation phase and as the contact gives information you may 8AL90118USAA Ed 01 CCoutbound 4 3 2 4 4 4 4 1 Processing a campaign without using a script Agree on a scheduled callback with the See Scheduling a contact callback request
18. creen again The new directory number is now available in the drop down menu in the Phone Panel if the Chained record box was selected previously Otherwise only this number is displayed End 8AL90118USAA Ed 01 CCoutbound 5 11 Chapter 5 12 5 Processing a campaign using a script 8AL90118USAA Ed 01 CCoutbound
19. e Script editor box if you are to use a script Click OK The window then displayed differs according to whether the campaign has been launched or not a The campaign has not been launched Only the CCA activity window is displayed whatever the type of campaign ee EEE QBCeh 04 4 Saal An empty frame with no icons is displayed in the window If this is not the case perform the following operations i Right click in the CCA activity window to open the shortcut menu ii Select Toolbar then Outbound bar An empty frame is displayed in the CCA activity window iii End of the procedure When the campaign is launched the display changes to become as shown in section b below b The campaign has been launched e For a campaign in Preview mode The presence of the En button in the CCA activity window indicates that the campaign has been launched If a script is used the CCO script editor window is also displayed The presence of the 5 button enabled in this window also indicates that the campaign has been launched 8AL90118USAA Ed 01 CCoutbound Opening a CCoutbound session o DE id KE EAE gt Alcatel CCagent application Internet tools Outbound campaign Script editor oj xi Optional services Phone Panel 3 FANA r Reschedule Panel 1456 25 280704 Call Result Panel In this configuration you may ask for a contact
20. eting or modifying the Contact s data nssssessesssrsrrrrrsersrseeennnnnnrnnnnnnr rn nan 5 9 Permanently removing the contact from the campaign ssnssseesrrrsrenennrrrrnnnn nn 5 9 Scheduling a contact callback request mnmmssssssressrrrserrrrrrrrsnrrrrrrr enn rrr rr rr rna nr nn 5 10 Removing the contact from the CAMPAIGN eessmrrrrsssererrrrrrrsrnrrrrnrrsnnrr rr nn rn nr rna 5 10 Viewing all directory numbers saved for the contact sssssssrrssrsseerrrrsrrennn rna 5 10 Adding a new directory number for the contact smmmmmnsssssrrrsrrrrrrrrresssrrnennnn nn nn 5 10 8AL90118USAA Ed 01 CCoutbound 0 3 CCoutbound User Manual R10 0 0 4 8AL90118USAA Ed 01 CCoutbound Chapter 1 Overview 1 1 Overview This manual is intended for agents responsible for processing treating calls from a CCoutbound campaign As a CCoutbound agent you should have the following items on your workstation A Pro ACD telephone set A dedicated PC running the CCagent CCA application This application allows calls made to contacts during the campaign to be processed or treated Note Make sure the CCA application is installed on the PC This is indicated either by the presence of an icon or the desktop or the presence of the Start gt Programs gt Alcatel gt CCagent gt CCagent menu Pro ACD set application CCoutbound agent workstation 1 2 Your role in a CCoutbound campaign As a CCoutbound agent you may be
21. ity window 2 Enter a comment in the Message field in the Do not call panel of the contact record Do not call Key Value Message 3 Click the button in the CCA activity window to save the removal withdrawal 8AL90118USAA Ed 01 CCoutbound 5 9 Chapter 5 4 4 5 4 5 5 4 6 5 4 7 5 10 5 Processing a campaign using a script The contact record is closed and the CCA activity window returns to idle 4 Display the CCO script editor full screen again 5 End Scheduling a contact callback request You can schedule a contact request for a callback at a specified date and time in the Reschedule Panel Principle 1 Successively click the callback date and time to modify their values 2 Select the contact to be called back Click e Personal callback if you are the person to be called back Campaign callback if an agent in the group is to be called back The callback request is automatically saved in the contact data 3 End Removing the contact from the campaign You may remove a contact from the current campaign The contact may still be called in the context of another campaign Principle 1 Click the Ey button The CCO script editor returns to idle 2 End Viewing all directory numbers saved for the contact You may ask to view all directory numbers saved for the contact This operation can only be performed in the contact record and the CCA activity window Principle 1 Display the co
22. k the box to be modified and enter or modify the value provided for the contact b End 2 Ifthe script is displayed you can only enter the call result in the CCO script editor window For other contact data you must use the contact record and the CCA activity window To enter the call result perform the following operations in the CCA activity window a Select the call result from the drop down menu in the Call result panel b Click the 3 button to save the data entered c End To complete or modify other contact data perform the following operations a Display the contact record and the CCA activity window b For the fields to be completed click in the corresponding box to enter or modify the value provided by the contact c Click the 3 button to save the data entered d Display the CCO script editor full screen again e End Caution If you do not save the data you have entered at regular intervals do not forget to do this by click ing the FS button during the call classification phase Permanently removing the contact from the campaign When a contact does not want to be called again you may remove the contact from the campaign permanently The contact can then no longer be called in the context of another campaign You may enter a comment giving the reason for removal This operation is performed in the contact record and the CCA activity window Principle 1 Display the contact record and the CCA activ
23. longer be called in the context of another campaign Principle 1 Enter a comment in the Message field in the Do not call panel Do not call Key Value Message 2 Click the button to confirm removal deletion The contact record is closed 3 End 4 4 4 Scheduling a contact callback request You can schedule a contact request for a callback at a specified date and time 4 6 8AL90118USAA Ed 01 CCoutbound 4 4 5 4 4 6 Processing a campaign without using a script Principle 1 Select the contact to be called back in the Type of callback field e Personal you will be called back e Campaign an agent in the group will be called back Reschedule call Key Value Type of callback Personal x Date and time of callback TEE Classify call 2 Right click the Date and time of callback field to display the date and time Reschedule call Key Value Type of callback Personal Date and time of callback RE 07 2004 15 02 3 Successively click the date and time to modify their values Click the amp button to save the callback 5 End Removing the contact from the campaign You may remove a contact from the current campaign Unlike the operation to permanently remove a contact from the campaign this contact may still be called in the context of another campaign Principle lfa single contact is presented a Click the 5 button The contact record is closed b End lf several
24. more of the contacts presen See Rejecting the contact presented ted one or more contacts contact Ask to view all directory numbers saved for See Viewing all directory numbers saved for the Calling a contact 1 Double click the contact or select the contact and press Enter When you click the button e The CCA activity window switches to conversation mode talking to The contact record is displayed 2 End Operations that may be performed while calling a contact In the conversation phase and as the contact gives information you may 8AL90118USAA Ed 01 CCoutbound Complete or modify the contact s data See Completing or modifying the contact s data Chapter 4 2 5 4 3 4 3 1 4 Processing a campaign without using a script Agree on a scheduled callback with the See Scheduling a contact callback request contact Permanently remove delete the contact See Permanently removing the contact from the from the campaign on contact request campaign Complete or modify the contact s data See Completing or modifying the contact s data Ask to view all directory numbers saved for See Viewing all directory numbers saved for the the contact contact Add a new directory number for the contact See Adding a new directory number for the con tact Mask the contact record See Masking Viewing the contact record Ringing off and classifying the contact 1 4 If required
25. naire that you complete as the contact answers the questions b Ring off and classify the contact to save the information provided by the contact in a database During the different call phases you may perform operations such as agree on a scheduled callback with the contact delete the contact when requested by the contact etc All such operations are described in this manual 8AL90118USAA Ed 01 CCoutbound Chapter 2 Opening a CCoutbound session 2 1 Opening a CCoutbound session in the CCA application Prerequisites The PC must be powered up and a Windows session open 1 Click the menu Start gt Programs gt Alcatel gt CCagent gt CCagent The CCA activity window is displayed E 2 ae oS 2 Click the G button to log on to your station The Logon dialog box opens CO x 3 Enter your agent number and click OK The Agent logon dialog box opens Example Agent logon Agent name AGENT 0121100 Agent number 121100 Log Terminal No 121005 C Byname Assigned group 124100 v Bynumber V Outbound campaign I Script editor Conos 8AL90118USAA Ed 01 CCoutbound 2 1 Chapter 2 Opening a CCoutbound session Enter your password if required Select your processing group from the Assigned group field You may search for a processing group either by name or by number by checking the check box to the right of the drop down menu Check the Outbound campaign box Check th
26. ntact record and the CCA activity window 2 Click the a button The Contact list panel changes and a drop down menu with a list of the contact s directory numbers is displayed 3 Display the CCO script editor full screen again The Phone Panel changes and a drop down menu with a list of the contact s directory numbers is displayed 4 End Adding a new directory number for the contact You may add a new directory number for the contact 8AL90118USAA Ed 01 CCoutbound Processing a campaign using a script This operation can only be performed in the contact record and the CCA activity window Principle 1 2 Display the contact record and the CCA activity window Click the button in the CCA activity window Br The Contact number dialog box opens Enter the directory number in the appropriate field Check select the Chained record box if you want the number to be associated with the contact s other directory number s Click OK to save the new directory number The Contact list panel in the contact record changes to display two new buttons Cancel contact Contact list mk test cl Click Add contact The Contact list panel changes the two buttons are no longer displayed The new directory number is now available in the drop down menu in the Contact list panel if the Chained record box was selected previously Otherwise only this number is displayed Display the CCO script editor full s
27. of saved contact directory numbers Reschedule Panel Used to schedule contact callback Call Result Panel Used to enter call result as soon as it is known CCO Panel this panel contains a set of buttons with the following functions To request presentation of a contact Used to partially remove a contact from the campaign The contact can be called in the context of another campaign Used to refuse the contact presented Used to permanently remove a contact from the campaign The contact can then no longer be called in the context of another campaign 2 8 Bil amp Used to classify contact data for it to be saved at system level Used to update save contact data 2 The central part of the window that displays the script The script corresponds to the online questionnaire that you will run through when conversing with a campaign contact The script allows you to complete the parameters required for the campaign with the information provided by the contact Two buttons may be used to display the script in full screen mode Show Hide CCO button To mask or display the left part of the window Show Hide history To mask or display the right part of the window 3 The right part of the window allows you to find your place in the script by means of an icon that shows the page or step you are at It also allows you to return to the previous pages or scroll through the pages 8AL
28. responsible for processing campaign calls in one of these modes Acampaign in Preview mode In this operating mode once the campaign has been launched you a Ask for a contact to be presented One or more contacts are then presented in list form b Read contact information c Call the contact d Dialog with the contact enter information provided by the contact During this phase you may use a script 8AL90118USAA Ed 01 CCoutbound 1 1 Chapter 1 2 1 Overview Reminder 1 The script corresponds to an on line questionnaire that you complete as the contact answers the questions e Ring off and classify the contact in order to save contact information in a database During the different call phases you may perform operations such as refuse the contact agree on a scheduled callback with the contact etc All such operations are described in this manual A campaign in Predictive or Progressive mode The operating modes of these campaigns are similar from the agent s point of view The only difference is the way in which the system distributes contacts When a campaign is launched CCoutbound makes calls to different campaign contacts When a contact answers the call is transferred to you automatic connection In this operating mode you a Dialog with the contact enter information provided by the contact During this phase you may use a script Reminder 2 The script corresponds to an on line question
29. s new number c End of the procedure The CCA activity window switches to conversation mode talking to 2 End Operations that may be performed while calling a contact In the conversation phase and as the contact gives information you may 8AL90118USAA Ed 01 CCoutbound 4 1 Chapter 4 Processing a campaign without using a script Agree on a scheduled callback with the See Scheduling a contact callback request contact Permanently remove delete the contact See Permanently removing the contact from the from the campaign on contact request campaign Complete or modify the contact s data See Completing or modifying the contact s data Ask to view all directory numbers saved for See Viewing all directory numbers saved for the the contact contact Add a new directory number for the contact See Adding a new directory number for the con tact Mask the contact record See Masking Viewing the contact record 4 1 5 Ringing off and classifying the contact 1 If required click the button to ring off Ringing off causes the CCA activity window to switch to the Wrap up Pause then Idle phases 2 Optional You can still perform operations on the contact s data during the Wrap up and Pause phases The operations that may be performed are those described in Operations that may be performed while calling a contact Important 1 Bear in mind the time allocated for the Wrap up and Pause phases 3 Click
30. sation mode talking to e The script and the contact data are displayed in the CCO script editor window 2 End 5 2 5 Operations performed during the call 8AL90118USAA Ed 01 CCoutbound 5 5 Chapter 5 Processing a campaign using a script As the contact provides information progressively complete the questionnaire presented in the central part of the CCO script editor window You may also perform one of the following operations Agree on a scheduled callback with the See Scheduling a contact callback request contact Permanently remove delete the contact See Permanently removing the contact from the from the campaign on contact request campaign Complete or modify the contact s data See Completing or modifying the contact s data Ask to view all directory numbers saved for See Viewing all directory numbers saved for the the contact contact Add a new directory number for the contact See Adding a new directory number for the con tact 5 2 6 Ringing off and classifying the contact 1 If required click the g button to ring off Ringing off causes your set to switch to the Wrap up Pause then Idle phases 2 Optional You can still perform operations on the contact s data during the Wrap up and Pause phases The operations that may be performed are those described in Operations performed during the call Important 1 Bear in mind the time allocated for the Wrap up and Pause phases 3 Click the
31. sively complete the script presented in the central part of the CCO script editor window You may also perform one of the following operations Agree on a scheduled callback with the contact Permanently remove delete the contact from the campaign on contact request See Scheduling a contact callback request See Permanently removing the contact from the campaign Complete or modify the contact s data Ask to view all directory numbers saved for the contact See Completing or modifying the contact s data See Viewing all directory numbers saved for the contact 8AL90118USAA Ed 01 CCoutbound 5 1 6 5 2 5 2 1 Processing a campaign using a script Add a new directory number for the contact See Adding a new directory number for the con tact Ringing off and classifying the contact 1 If required click the g button to ring off Ringing off causes your set to switch to the Wrap up Pause then Idle phases Optional You can still perform operations on the contact s data during the Wrap up and Pause phases The operations that may be performed are those described in Operations performed while calling a contact Important 1 Bear in mind the time allocated for the Wrap up and Pause phases Click the gs button to classify the contact Important 2 This operation is mandatory if another contact call is to be taken Classifying the contact results in contact data being saved at
32. system level When the Wrap up and Pause phases are complete the CCO script editor window returns to idle Optional Click the l button for fast return to the idle state End Campaign in Preview mode several contacts presented Modifying the work setup Before requesting presentation of a contact you may optimize your work setup to display only the CCO script editor To do this you must first minimize collapse the CCA activity window to the Windows task bar The CCO script editor window should be displayed as shown below 8AL90118USAA Ed 01 CCoutbound 5 3 Chapter 5 Processing a campaign using a script 7 Alcatel CC agent application Internet tools Outbound campaign Script editor Dj x Optional services p Phone Panel Show Hide CCO buttons Show Hide history L Step 0 Mr C Mrs Miss Name l Company l 1200007111100 l Address gt r Reschedule Panel z 15 50 04 2807704 Town Personal callback m Campaign callback Phone r Call Result Panel Home phone Unknow Mobile phone CCO Panel Bon x3 y 5 FR Important In the remainder of this document it is assumed that only the CCO script editor window is dis played on the screen However some operations may require the CCA activity window and or contact record to be displayed This is specified when it is the case 5 2 2 Asking for a contact to be presented Prerequisites The campaign must have been launched
33. t m smessseessrrrssrsnerrrrrrrrnnnrrrnnr enn nr rr rn nro nn nr nn 4 5 List of operations that can be performed during the campaign Ge a ela hia a aan chiens ERE RANA ata oes bedi Ren oe 4 5 Rejecting the contact presented mitnssssssssssrrrsssererrrrrsrsnnrnrrrr error rrr rr rr rn rr rr rr norr nn nn 4 5 Completing or modifying the Contact s data ssssseeeesrrssrrrsserrsrsrrrnnnrrrsrrrnnnr rn nn nn 4 6 Permanently removing the contact from the campaign ssseseesrrrrrssnerrrrrnnnn nn 4 6 Scheduling a contact callback request cccceeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeesseaeees 4 6 Removing the contact from the CAMPAIGN cceeeeeeeeeeeeeeeeeeteeeeeeeeeeeeeeees 4 7 Viewing all directory numbers saved for the contact eeeeeeeeeeeeeeeeeeteees 4 7 Adding a new directory number for the contact ccceeeeeeeeeeeeeeeeeeeseeeees 4 8 Masking Viewing the contact record ccceeceeeeceeeeeeeeeeeeeeeeeeeeeeeaeeeeeeeeeeees 4 8 8AL90118USAA Ed 01 CCoutbound CCoutbound User Manual R10 0 Chapter 5 Processing a campaign using a script 5 1 5 1 1 5 1 2 5 1 3 5 1 4 5 1 5 5 1 6 5 2 5 2 1 5 2 2 5 2 3 5 2 4 5 2 5 5 2 6 5 3 5 3 1 5 3 2 5 3 3 5 4 5 4 1 5 4 2 5 4 3 5 4 4 5 4 5 5 4 6 5 4 7 Campaign in Preview mode only one contact presented 5 1 Modifying the work setup an 5 1 Asking for a contact to be presented u 2444400nnnnnnnnnnnnnnnnnnnnnnnnnnnnn 5 2
34. tact record is only displayed at campaign launch after presentation of a contact has been requested Preview mode or when a contact is presented by the system Predictive or Progressive mode For a campaign with a script The contact record is not initially displayed You may use the appropriate button in the CCO toolbar to display it Example Campaign mk cp 1 Contact list mk test cl fin 200004111100 Do not call Key Value Message Reschedule call Key Value Type of callback Date and time of callback Classify call Key Value Call result Unknown Phone type Home Phone Record status Retrieved Daily from 00 00 00 Daily until 23 00 00 The contact record is composed of four panels Displays contact call number Depending on the configuration this Contact list panel may also offer the other directory numbers saved for the con tact Do not call Used to enter comments if the contact does not want to be called again 8AL90118USAA Ed 01 CCoutbound Description of the CCoutbound windows Reschedule call To schedule a callback Classify call To enter contact information These panels used in combination with the buttons in the CCO toolbar allow operations to be performed on the contact during the call 3 3 The CCO script editor window 3 3 1 Campaign without a script In Preview mode and depending on campaign configuration a list of contacts may
35. to be presented by clicking the yy button e Fora campaign in Predictive or Progressive mode When a call is transferred to you automatic connection the CCA activity window switches to conversation mode talking to status RE 3 BSS 05 SR FRIAS CT el e Dialing LD amp Oy mm zj gt The following windows may be displayed in addition to the CCA activity window e Either the contact record if no script is used 8AL90118USAA Ed 01 CCoutbound 2 3 Chapter 2 Opening a CCoutbound session 2 4 Campaign mk_cp_1 e Or the CCO script editor window if a script is used 7 Alcatel CCagent application Internet tools Outbound campaign Script editor 14 51 22 28107104 fe Mr fr Mrs C Miss Fora i 8AL90118USAA Ed 01 CCoutbound Opening a CCoutbound session 9 End 8AL90118USAA Ed 01 CCoutbound 2 5 Chapter 2 6 2 Opening a CCoutbound session 8AL90118USAA Ed 01 CCoutbound Chapter 3 Description of the CCoutbound windows 3 1 The CCA activity window The role of the CCA activity window is To display agent set functions and set status information during a campaign on the screen To allow operations to be performed on contacts during a campaign The CCO toolbar in the CCA activity window is used to perform these operations The CCO toolbar is only displayed at campaign launch after presentation of a
36. w mode configured to present several contacts the CCO script editor window changes as described in Campaign without a script when presentation of a contact is requested When a contact call is taken and whatever the type of campaign launched the script editor window changes to become Example gt Alcatel CC agent application Internet tools Outbound campaign Script editor a Dj x Optional services Phone Panel Show Hide CCO buttons Show Hide history 1 TC amp Step 0 Mr Mrs Miss s amp Name l Company l 1200007111100 x Ze 20 _ Address T r Reschedule Panel zi 15 50 04 2810704 Town Personal callback Campaign callback Phone r Call Result Panel Home phone Unknow a Mobile phone f CCO Panel es a wy 4 5 gt 3 4 8AL90118USAA Ed 01 CCoutbound Description of the CCoutbound windows The CCO script editor window is composed of three separate parts 1 The left part of the window with the following panels e Phone Panel this panel contains a set of buttons with the following functions For fast return to idle when the set is in the Wrap up or Pause phase after ringing off ee To dial the number To take the call To ring off This panel also contains a box showing contact call number 5120000211110 v Depending on the configuration if there is a drop down menu this box may also contain a list
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