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Contact Center 4.66 Administrator Guide

1. Quick Search Quick Search GEER z Trunk Groups 0 row s selected 0 row s selected Help Figure 4 13 Trunks Group Trunks Configuration Screen To open the Trunks tab Step 1 Click the Trunk Groups tab on the lower left of the page Step 2 Click the Trunks tab at the top of the Trunks Configuration window The Trunks tab displays the current configuration for the selected trunk group It contains the following two lists e Trunk Group Trunks This area displays the name and number of all the currently assigned trunks for the selected trunk group The assignment configuration can be edited if required e Available Trunks A scrollable list displaying the name and number of all the available trunks in the system that has not yet been assigned to a group To assign trunks to the selected trunk group perform one of the following e Select the required trunk trunks using either the lt Shift gt or lt Ctrl gt key from the Available Trunks list and click Add to add your selection to the Trunk Group s Trunks list 34 Shorelel Chapter 4 The Administration Application Configuring Super Groups 4 6 4 6 1 4 6 2 e Click Add all to move all the trunks in the Available Trunks list to the Trunk Group s Trunks list To remove a trunk from the selected trunk group perform one of the following e Select the required trunk trunks using either the lt Shift gt or lt Ctrl gt key from the Trunk Grou
2. 0 0000 cece 131 5 4 4 Configuring the Branch To Script Action s ep reeds siren en e AA ee 131 5 4 5 Configuring the Change Call Profile Script Action 20200 eee eee ee 132 5 4 6 Configuring the Collect Callback Info Action 0 0000 0c cece eee 134 5 4 7 Configuring the Customer Query Action 0 0000 ccc teens 136 5 4 8 Configuring the Decision Action 00000 cette 137 5 4 9 Configuring the Dial Digits Action 20 0 0 0b teens 138 5 4 10 Configuring the Get Digits Action 2 0 cette ene 139 5 4 11 Configuring the Get Next Record Action 00000 tee 140 5 4 12 Configuring the Give Menu Action 2 0 0200 141 5 4 13 Configuring Hang Up Action 00 0 0 ete ae 142 5 4 14 Configuring the Increase Decrease Action 1 2 2 0002s 142 5 4 15 Configuring IVR Application Start Action 22 0 0 0 eee 143 5 4 16 Configuring the IVR Application End Action 0 00000 cece cee 143 5 4 17 Configuring the Logic Switch Action 0 2 0 0 0 e ee 144 5 4 18 Configuring the Login Primary Groups Action 2 2 0 0 00 0c cece eee 145 5 4 19 Configuring the Login Logout Primary Groups s usasa 0000 cece eee ee 146 Contact Center Administrator Manual v Table of Contents 5 4 20 Configuring the Logout Primary Groups Action 00 000 cece u 148 5 4 21 Configuring Overflow Action 0 0 00 ect tetas 148 5 4 22 Configuring Play Callback File Acti
3. 0020 ee ea a a a 37 4 7 2 Configuring Supervisor GTOoUPS 00020000 tect teens 38 4 7 3 Configuring Supervisor Super GToups 0000200 00 on eka niep essi 40 Configuring Services lt 24 264 4642s 620s eee eee ede ase en Seren Pee nes 41 4 8 1 Configuring Service Details 1 20 0 ketene eens 42 4 8 2 Configuring Service Announcers 0000 tenet eens 43 4 8 3 Configuring Service Destination 00 0 45 4 8 4 Configuring Service Overflow 0 00 e teens 46 4 8 5 Configuring Service Interflow 0 2 0 0 0c cette teens 49 4 8 6 Configuring Service No Agents 0 ect tet nee 50 4 8 7 Configuring Service Callbacks opi etur octets 52 4 8 8 Configuring Service Automatic Callbacks to Abandoned Callers 54 Configuring IRN o sas nos aieea os ks eee ee eee UE Sead OSOBA 56 4 9 1 Configuring IRN Details 22 u 57 4 9 2 Configuring the IRN Call Profile 0 000 nee 59 4 9 3 Configuring IRN Skills 0 neces 60 494 IRN DESTIMALTIOM sissy dais eto vet Ack alate dats Sle skeen git pin Si pa E a ea aaa Gat hs Gh bel daw eater 61 Configuring Domiaiis 2 2645 6 seedeed e642 nd eee s Pode ew eeeee des 62 4 10 1 Configuring Domain Details 0 anis aa EEE E EEEE E E 63 4 10 2 Configuring ANI Prefix Details 000 EEEREN NEE ESSEE AER 64 410 3 Configuring Domain Call Profile 20 00 00 aE AE 65 4 10 4 Configuring Domain Skills 002 ee 66
4. Connection Properties Name Honda Customers ODBC DSN Ecc Data Base X Connection Name ODBC DSN m Honda Customers Ecc Data Base Database Type Sybase w User Name New Delete Password Keep alive Query Timeout sec select count from dummy Simultaneous Connections No response Alarm sec Keep alive Time minutes Save Undo Help Figure 4 66 System External Database Connections Configuration Screen To open the DB Connections tab Step 1 Click the Interfaces tab at the top of the System Configuration window Step 2 At the bottom of the screen click the DB Connections tab The DB Connections tab displays the following fields e Connections list A list of external databases Any connection in the list is characterized by a user defined name for this connection and by its ODBC DSN e New Click this button to add a new connection to the list Contact Center Administrator Manual 111 Configuring General System Parameters Chapter 4 The Administration Application e Delete Click this button to delete the last or the selected connection from the list e Name A user defined name for this connection e ODBC DSN The DSN Data Source Name of the database that the user wants to connect to Obtain the DSN from your database administrator e Database Type There are some queries to the external database that use non standard SOL For example
5. ShoreTel Contact Center Administrator Manual Release Version 4 66 Document and Software Copyrights Copyright 1998 2008 by ShoreTel inc Sunnyvale California U S A All rights reserved Printed in the United States of America Contents of this publication may not be reproduced or transmitted in any form or by any means electronic or mechanical for any purpose without prior written authorization of ShoreTel Inc ShoreTel Inc reserves the right to make changes without notice to the specifications and materials contained herein and shall not be responsible for any damage including consequential caused by reliance on the materials presented including but not limited to typographical arithmetic or listing errors Trademarks ShoreCare ShoreWare and ShoreGear are registered trademarks of ShoreTel Inc in the United States and or other countries ShoreTel ShorePhone Office Anywhere and ShoreTel Smart are trademarks of ShoreTel Inc in the United States and or other countries Microsoft Windows Windows NT and ActiveX are either registered trademarks or trademarks of Microsoft Corporation in the United States and or other countries VxWorks is a trademark of Wind River Systems All other copyrights and trademarks herein are the property of their respective owners Patents This product is covered by one or more of the following patents United States Patent 6 996 059 United States Patent 7 003 091 and United Sta
6. Devices Channel Mapping The Switchl means Switch id is 1 e Report Record Structure This list maps each CP field to one of logger application s field names In Nice CLS the fields names are hard coded and given by the system where as in Verint Intellink those names should be typed by the user When the system sends an event to the logger it copies the content of the relevant CP field to the loggers field so the logger can add the data to its database 114 Shorelel Chapter 4 The Administration Application Configuring General System Parameters Add Click Add to add a mapping between one of the systems CP fields to one of the logger s fields Remove Click Remove to remove the last or the selected mapping between one of the system s CP fields to one of the logger s fields e Apply logging activity This section defines for which agents the system will send notifications to the logging system All agents When this option is selected the system will notify the logging system about any event on any agent Specific Agents When this option is selected the system will notify the logging system only for agents that are defined by the following rules b Agents at specific devices This option should be used when the logging system is limited to specific devices When an agent logs in to one of the monitored devices the system will send notifications to the logging system In this case the li
7. er EET I lt a gt i Destinations Time Ranges ETARTE Save Unio Hep Ready Figure 4 26 Services Automatic Callbacks to Abandoned Configuration Screen a relatively short time In many cases this is a sign that a wrong number has been and the opening message caused the caller to hangs up In such cases a callback is NOT required Script Before Transfer to Agent Check this box if you would like to play a script before transferring the call to an agent Agent confirmation Required Check this check box to make the callback as a consequence of abandoned work in a preview mode In this mode whenever an agent is reserved for this type of a call a window pops up to the agent displaying the call s parameters and asking him whether to accept or reject the call Only if the agent accept the call the call would be transferred to him Wait for agent confirmation sec If Agent confirmation mode is selected the system will wait this amount of time for the agent to confirm the call If within this amount of time the agent will neither accept nor reject the call the system will behave as if the agent rejected the call In this case the system will force release the agent Show Default Destination Click this option to display the default destination for the service s callback calls as consequence of abandoned calls The default destination is used if no Abandoned call destination per shift
8. Adding Parameters to a Message The messages displayed on the wallboard often contain important information that supervisors may want to convey to agents The information is taken from real time reports This information comes in the form of a predefined parameter Each message can have its own combination of parameters which represent information in a group To add message parameters Step 1 Step 2 Step 3 Step 4 Step 5 Place the cursor where you want the parameter to appear within the message and click Params The Parameters dialog box opens From the Group list select one of the groups to which the selected parameter will refer see Parameter Group Assignment Rules The Parameter list displays all the various parameters that can be added toa message The Length field below the Parameter list indicates the maximum number of characters used to present the parameter s value You can modify the displayed length by clicking the field and entering the required number For example you may have a message that informs the agents in the Sales group of their progress in answering calls Click Sales in the Group field then select ASA from the list of parameters This parameter indicates the Average Speed of Answer by the agents Thus when this parameter is included a number indicating the ASA follows the message To add the parameter to the message click OK The Parameters dialog box closes The new or modified parameter is a
9. 0 00 0200 e eee 15 a2 Gonligurntig Agent sa O PPL oe ee DANI 17 4 2 1 Configuring Agent Details 0 000000000 na 17 4 2 2 Configuring the Agent Groups 000202000 eet teens 19 4 2 3 Configuring Agents Skills 0 2 u 20 4 3 Configuring the Agents Class Of Service COS 22 4 3 1 Configuring Agent COS Details 0 octet tenes 22 4 3 2 Configuring Agent COS Agents er etae eet tenes 24 44 Configuring Groups 24s feecasteo ease pris eda beh be SERS TRS eRe 25 4 4 1 Configuring Group Details 0 cette tenes 25 4 4 2 Configuring Groups Agents 00 eee EEEE 27 44 3 Configuring Group Thresholds 0 2 0 00 00 ect E E 28 444 Configuring Group Stalinga caes aaea eee 30 4 5 Configuring Trunks Trunk Groups 0 000 31 Contact Center Administrator Manual iii iv 4 6 4 1 4 8 4 9 4 10 4 11 4 12 4 13 4 14 4 15 4 16 4 17 4 18 Table of Contents 4 5 1 Configuring Trunk Group Details 2 0200 32 4 5 2 Configuring the Trunk Details 0 0 eee 33 4 5 3 Configuring the Trunk Groups Trunks 2 2 0 0 00 eens 34 Configuring Super Groups 22 6s sees EBAA ASY ee rn een soos 12801 35 4 6 1 Configuring Super Group Details 20 00 eee 35 4 6 2 Configuring Super Group Groups piisas uss prerii ect tte eee 35 Configuring Supervisors 25 34 0s4ees0sese0schd005e08 5as4esaree8 37 411 Configuring Supervisor Details
10. 518 Albany 646 NYC Manhattan Domain NYC All but Manhat vf 212 NYC Manhattan Quick Search Domains ANI Prefixes 4 4 gt Lal New Ready Figure 4 32 ANI Prefixes Details Configuration Screen The Details tab comprises e ANI Prefix An ANI prefix is a series of digits that represents part of a dial number e g an area code The asterisk represents all following digits For example any number that starts with 212 is said to be have ANI prefix of 212 212 561 7080 and 212 5678 both start with the ANI prefix of 212 A number can only belong to a single ANI prefix at any one time Thus if both 212 and 2124 have been defined as prefixes the number 212 404 1234 belongs only to the second prefix e Domain The domain to which the selected ANI prefix is belongs To add a new ANI Prefixes to the system Step 1 Click ANI Prefix below the scrollable list to display the ANI Prefixes list 64 Shorelel Chapter 4 The Administration Application Configuring Domains Step 2 Click New below the ANI Prefix list Enter a prefix and assign it to a domain Step 3 The ANI Prefix for the new Domain will appear in the ANI Prefixes list To remove an ANI Prefix from the system Step 1 Click ANI Prefix below the scrollable list to display the ANI Prefixes list Step 2 Select the ANI prefix to be deleted and click the Delete button below the ANI Prefix list Step 3 The dele
11. Mazda eSales BMW eSales Honda eSales Mazda Undo Help Figure 4 44 Dial Lists Skills Configuration Screen To open the Skills tab Click the Skills tab at the top of the Dial Lists Configuration window The Skills tab comprises e Skills The name and value of the currently required skills for the selected Dial List e Available Skills The available skills in the system Add new skills to the Skills list by dragging them from this list into the Skills list 80 Shorelel Chapter 4 The Administration Application Configuring IVR Groups 4 15 4 15 1 To edit the value of a skill for the selected Dial List Select the skill to be edited and enter the reguired value in the appropriate field Configuring IVR Groups These features are only available in Enterprise Contact Center An IVR port is used by the Contact Center to perform an IVR action on a call The IVR ports are part of the PABX numbering plan An IVR Group a number of IVR ports is a statistical entity that is used to measure the TVR port performance There is no limit on how to define them In one system all TVR ports can be part of a single TVR Ports Group while in another the IVR ports may be grouped according to some physical parameter for example all the ports on the same distributed IVR server may be grouped to an IVR Ports Group To open the IVR Groups Configuration window Click the IVR Groups icon in the Toolbar of the main
12. Numerical values are defined in the Call Profile fields The announcement is in the call s language i Properties for Announce announce field DNIS file to play start E Clear format number Gender English United States none type integer decimal places 4 negative number prompt J Clear Lad before num positive number prompt Gear j _ after number file to play end la Clear Figure 5 7 GCCS Administration Announce Action Shorelel Chapter 5 CCS and GCSS Administration Application CCS GCCS Available Actions To add an Announce action to a script Click the right mouse button on the required script position the cursor on the Insert Action option and select Announce from the Actions menu The Action area displays the following fields for configuring the Announce script action Announce Field Select the field that you want to announce from the drop down list File to Play Select the recording that precedes the number announcement Format Select from the drop down list the numerical format You may choose from number digit by digit seguential date money or time The formats have different characteristics and therefore the window changes accordingly Number In this format the system will announce the contents of the announced field as a number integer or decimal Languages Gender table This table is use
13. Announce Check this box if you want the entered information to be read back to the caller Prompt This is the announcement preceding the information read back For example The number you have dialed is Customer Feedback Prompt This is the prompt for information confirmation such as To confirm this number please dial one To change the number please dial two This parameter supports a multilingual environment Confirmation Digit Define the digit to be dialed for confirmation Retry Digit Define the digit to be dialed to re enter the information Contact Center Administrator Manual 147 CCS GCCS Available Actions Chapter 5 CCS and GCSS Administration Application e The Action Results tab This tab points to wave files that tell the agent the action results success or failure of both the login and logout Login Success Prompt Define the prompt to play when login activation succeeds gt Failed Prompt Define the prompt to play when login activation fails Logout b Success Prompt Define the prompt to play when logout activation succeeds Failed Prompt Define the prompt to play when logout activation fails 5 4 20 Configuring the Logout Primary Groups Action 5 4 21 148 This feature is only available in Enterprise Contact Center The Logout Primary Group action performs a logout from the Primary Groups The agent extension is assumed to be the call s calling device The system
14. Clear Invalid file Clear Retries i 2 S Timeout sle lx Clear DTMF on start 7 Stop prompt on DTMF Figure 5 18 GCCS Administration Give Menu Action To add a Menu action to a script Right click the reguired script position the cursor on the Insert Action option and select Give Menu from the Actions menu Setting the Give Menu action is a two step procedure First define the voice prompts and other parameters such as number of retries the wait time for the caller input and so on Then define the behavior of the system as a consequence of the callers choices The action area in the CCS Administration select the Parameters tab displays the following fields and check boxes e Prompt The path of the prompt file heard by the caller when a digit from the menu should be pressed For example For technical support please press one for product information please press two e Invalid prompt The path of the prompt file that will be played if the caller presses a meaningless digit one that has not been defined in the next step and for which there is no specific behavior defined for Error Contact Center Administrator Manual 14 CCS GCCS Available Actions Chapter 5 CCS and GCSS Administration Application Clear DTMF on entry When checked the system clears any previously received digits for this call When unchecked the system uses any previously received digits Stop prompt on DTMF W
15. DER zi Entities Tools Window Help Od V 3 VA V Wl Bo HE SH 8 PBX CTI link MS Misc IVR Ports Skills Incomplete Tagged Codes Outbound Internet Management Interfaces Logger Type Mii Iie Logger Connection Apply Logging Activity DHCP Network Switch ID 1 All Agents IPAddressfO 0 0 0 Specific Agents Reported Record Structure CP Field Logger Field Name Quick Search Quick Search Add Remove DB Connections AFM Loggers Save Undo Help Figure 4 68 System Call Loggers Configuration Screen The Call Logger tab comprises Logger type Select from the drop down list the Call Logger application name The currently supported are Nice CLS and Verint Intellink Logger Connection Set the TCP IP connection parameters to connect to the logger application DHCP If this checkbox is checked the logging system servers name should be filled in Otherwise the logging system server s IP address should be filled in Port Fill in the TCP port used by the logging system server to connect to the Contact Center The defaults are 8001 for Verint Intellink and 2050 for Nice CLS Switch Id Relevant to Verint systems only The default value is 1 In order to find the correct switch id open the Verint Intellink Configuration Utility On the left side appears the following tree Intellink Intellink API Switch Intellink API
16. It always begins with the action and continues along the path described in the flow and affected by various yes no conditions or multiple choice junctions that determine the course of the script 126 Shorelel Chapter 5 CCS and GCSS Administration Application Using GCCS Administration A maximum number of 500 scripts are allowed in this application Up to 100 actions can be defined for each script There are several protected scripts that are supplied with the system and cannot be edited or deleted The scrip s actions can be used to affect the destination of a call gather information from the caller present information to the caller or to make logical decisions that affect the call routing based on the information gathered from the user or the company s supporting systems Some of these actions are telephony for example Transfer and some obtain information from the organization s database for example SQL Query and others require IVR Interactive Voice Response When the system executes IVR actions such as Give Menu Get Digits or Play File the call is automatically transferred to an available IVR port The parameters of an action for a script can be defined by selecting the action in the Scripts area The action will be displayed and can be edited in the Action area From the Contact Center CCS Administration window the following procedures may be executed on a script or action To add a new script to the list pe
17. Reset idle time on non ACD call l Enabled Transfer to Agent list Logout from all groups on Primary Logout Auto answer on pickup Default language When disconnected from the server Hebrew Agents continue to work PCLess C Agents are logged off Figure 4 54 System Misc Configuration Screen Music Source Defines where to connect a caller while waiting in queue between announcements On this drop down list select the music source type The Device option may be used with the Coral Cochav and Meridian PBXs For all other PBXs the CC Script option must be used If the device option is used the device must also be defined as a music source in the system PBX CTI Link tab If the CC script option is used select the script that plays the music file from the list box that appears This is used by any service when the music source is not defined e Call Priority Settings This option is only available in Enterprise Contact Center Default priorities This area contains two drop down lists where you set The default priority for internal calls and the default priority for external calls calls that are entering through trunks This parameter can be overridden by setting a different initial priority for the IRN that is used to route the calls Priority Change Rate This area contains two edit boxes where you define gt How often the priority is increased the priority increase interval b
18. The selected field will be added to the fields displayed in the Call Profile Modifier area It will also be displayed in the Call Profile Field Value Editor area Step 3 Enter a value in the Call Profile Field Value Editor to be assigned to this field when the action executes The newly defined user field and its value will be displayed in the Call Profile Modifier area To delete a field Step 1 Right click the user field to be deleted in the Call Profile Modifier area Step 2 Select the Delete option The field will disappear from the list in the Call Profile Modifier area Contact Center Administrator Manual 133 CCS GCCS Available Actions Chapter 5 CCS and GCSS Administration Application To delete a field Step 1 In the Call Profile Modifier area select the user field to be edited The selected user field and its value will be displayed in the Call Profile Field Value Editor area Step 2 Set the required value in the editing field The edited user field will be displayed in the Call Profile Modifier area 5 4 6 Configuring the Collect Callback Info Action The Collect Callback Information action defines the dialog that is necessary to obtain information from the user for callback purposes Get destination Get time Ending Hangup of digits 1 E variable number of digits end digit G Ja L retry 2 F H a timeout sec IE _ anno
19. e Details This tab points to wave files that tells the agent its current status and ask the agent for an input in order to change its state e Get Agent Number When the Login is activated it compiles the agent number e Action Results This tab points to wave files that tell the agent the action results success or failure of both the login and logout so Properties for Login Logout Details Get Agent Number Action Results Logged In Status logged in status prompt logout option prompt Press 1 To Logout Otherwise HangUp Logged Out Status logged out status prompt login option prompt Press 1 To Login Otherwise HangUp JI Figure 5 21 146 GCCS Administration Login Logout Primary Groups Action Shorelel Chapter 5 CCS and GCSS Administration Application CCS GCCS Available Actions To add a Login Logout Primary Groups action to a script Right click the reguired script position the cursor on the Insert Action option and select Login Logout Primary Groups from the Actions menu The Action area displays the following fields and check boxes for configuring the Login Logout Primary Groups script action e The Details Tab This tab points to wave files that tells the agent its current status and asks the agent for an input in order to change its state Logged In Status This section is used if the caller is an alre
20. want to edit and change the number Configuring Trunks Trunk Groups Use the Trunk Groups entity to report on trunks Defined trunk groups do not have to be identical to trunk group settings in the PBX One can assign all trunks in the system to a single trunk group or not assign trunks to trunk groups at all if there is no need to receive trunk reports In some environments incoming trunks must be defined others do not have this requirement The Trunks Trunk Groups configuration screen allow administrators to add and remove Trunks Trunk groups to set their properties and to assign de assign trunks to from trunk groups The Trunks Trunk Groups configuration screens consist of three tabs e Configuring Trunk Group Details e Configuring Trunk Group Trunks e Configuring Trunk Details Contact Center Administrator Manual 31 Configuring Trunks Trunk Groups Chapter 4 The Administration Application To open the Trunks Trunk Groups configuration screen Click the Trunks Trunk Groups button in the Toolbar of the main application window The Trunks Trunk Groups Configuration screens contain e Trunks Trunk Groups List A scrollable list displaying the Name and Number of all the trunk groups in the system or the Name Number and the owning trunk group of al the trunks in the system To choose the list to display use the two tabs below the scrollable list Use the four navigational buttons below the list to
21. 4 10 5 Configuring Domain Destination oases eserse reee rrr rrer rrr rrur 67 Configuring Customers z ss oe seses 05033208066 eee es yess eee Saeed 68 4 11 1 Configuring Customer Details 0200 errre 68 4 11 2 Configuring Customer Skills 0 0 0 eects 69 Configuring DNIS Numbers c2 0202500502443 25026048046 2480528508 248 70 4 12 1 Configuring DNIS Number Details 0 000 0000 cee 71 Configuring Dial Lists 22 2 52 lt 5442ade ne sse060096 45 o0decdeieenaaed 72 4 13 1 Configuring Dial List Details 20 0 eens 73 4 13 2 Configuring Dial List Input 0 0 00 75 4 13 3 Configuring Dial List Output sasse rss serconeierrerii rasire amendate tues 77 4 13 4 Configuring Dial List Scheduling 000 00 78 Configuring Dial Lists Call Profile cece eee eee 19 4 14 1 Configuring Dial List Skills 000 eet nee 80 Configuring IVR Groups s 5 551 24 aoV6ktk ewe seb KUS sku RE ER SO RE K eons 81 4 15 1 Configuring IVR Groups Details 0000 eener 81 4 15 2 Configuring IVR Ports for IVR Ports Groups 2000000 eee 82 Configuring IVR Applications lt 2 2420 04 46 e0240 e2e ene en kra eee hes 83 4 16 1 Configuring IVR Application Details 00 ununure ereere rererere 84 Configuring Mail Accounts 000 e eee eee eee eee 84 4 17 1 Configuring Mail Account Details 00 0 ete 85 4 17 2 Configuring Mail Account Incoming Parameter
22. Call Profile This tab is only available in Enterprise Contact Center Attached to each call in the system the call profile consists of dynamic information used to route the call and provide relevant history Information is updated as the call moves through the system For example ANI information is recorded when the call enters from the PSTN and the caller may add more information via IVR menus Each field in the call profile is either mandatory predefined by the system or optional also known as a user field defined by the system administrator during setup These fields may be different on each installation Use the Call Profile tab of the System Configuration window to configure the optional fields of the call profile This list is empty unless new user fields have been defined for the call profile FF EPICCenter Administration System DAR lt 1 Entities Tools Window Help 2x VV BJ VA V hl aj 4 SEO Working Times PBX CTI link Mis Misc IVR Ports Skills Incomplete Tagged Codes Outbound Internet Mana gt Use NEW to add user fields Account No2 to the Call Profile EMail contact Voice contact Chat contact Figure 4 52 System Call Profile Configuration Screen To open the Call Profile tab Click the Call Profile tab at the top of the System Configuration window The Call Profile tab comprises e User Fields List A list of all currently defined user fields for the call prof
23. DBs WFM and CRMs This option is only available in Enterprise Contact Center 4 18 1 Configuring System Working Times The Working Times tab of the System Configuration window enables you to configure the day types shifts working and non working days for the contact center The day types and shifts are used by the system to route calls to different destinations according to the day and the time The working non working days information is used by the application for calculating the daily average for historical reports by intervals that span more than one day In this case the average is calculated by dividing the total sum by the number of working days in the report period It is also used by the historical reports scheduler if set not to print reports in non working days The working non working days also affect scheduled reports When scheduling a report there is an option to decide whether the report will be generated in non working days Configuring system working times involves defining different day types for example Christmas Eve which are configured as working or non working days Each day type can be assigned a color so it can be easily viewed in the calendar Up to 40 shifts can be defined The shifts are assigned to a specific type of day A shift is defined by a name and its start time The system translates the current date to a type of day and then translates the current time to the shift that belongs to the selected type of
24. DTMF Figure 5 15 GCCS Administration Dial Digits Action Shorelel Chapter 5 CCS and GCSS Administration Application CCS GCCS Available Actions 5 4 10 To add a Dial Digits action to a script Click on the required script with the right mouse button position the cursor on the Insert Action option and select Dial Digits from the Actions menu The Action area of the Dial Digits Action window displays the following fields and check boxes e Dial predefined digits Check this radio button in order to dial a predefined sequence of digits Enter the digits to dial in the edit box that appears to the right of the radio button e Dial digits from CP field Check this radio button in order to dial a sequence of digits according to the contents of a call profile field Use the drop down list that appears to the right of the radio button to select a call profile e Dialing protocol Configuring the Get Digits Action The Get Digits action prompts the caller to enter a seguence of digits which will be stored in a Call Profile field For example the caller may be prompted to enter a customer ID Prompt crear T O Promps Clear Insert into CP NA a Retry l AF Retry Timeout 10 4 Number of digits 1 v Variable number of digits End Digit O C Decimal Number Decimal point Digit O 7 Clear DT
25. Details This tab is only available in Enterprise Contact Center The Details tab of the Dial Lists Configuration window enables you to configure the various parameters for the dial lists FF EPICCenter Administration Dial Lists i Entities Tools Sort Window Help amp yra e Ng r 4 GB Dial List Name Service Name Quick Search Figure 4 39 Honda Customers Details Input Output Scheduling Call Profile Skills Name Honda Customers Service Sales v Script before transfer to agent Z Agent confirmation required Wait for agent confirmation 20 sec s Number of retries 5 v Retain Dial List for 5 7 days after its completion Activate Dial List on Transfer to agent on Connect Ring Customer disconnect in IVR Stop Continue Simultaneous pending dial numbers in queue 5 X Statistical condition TSF greater than x 4 Activity Control Import Definitions Current Status Terminate Dial Lists Details Configuration Screen To open the Details tab Click the Details tab at the top of the Dial List Configuration window The Details tab comprises e Name The unique name of the dial list e Service Select a service name from the drop down list The calls will be routed to the agents according to service routing rules The selected service may also be used in other dial lists e Script before transfer to agent Check this
26. File Edit View Scripts Tools Help 0O E g w Script List Login fail confirm Logout Release Resume Sample First Ann Sample Incomplete Sample Mandatory Ann Sample Music Sample Second Ann Properties for Get Digits Prompt lang_path get_agent_no_login wa T O Promps Insert into CP Retry 2 Retry Timeout 10 Number of digits 4 C Variable number of digits End Digit gt C Decimal Number Decimal point Digit Comment for Get Digits Action v Clear DTMF on start v Stop prompt on DTMF Figure 5 4 388 455 GCCS Administration Main Menu Menu Bar The menu bar at the top of the window provides options for adding scripts saving changes and setting options e Tool Bar The tool bar at the top of the window just below the menu bar provides icons that the user can click to activate some of the main menu options e Scripts list Actions palette This area at the top left of the window lists all the currently defined scripts in the application or lists the actions palette from which Contact Center Administrator Manual 123 Using GCCS Administration Chapter 5 CCS and GCSS Administration Application 9 3 2 124 actions are dragged and dropped into the script area the displayed list changes according to the tab
27. ID that matches this value Shorelel Chapter 5 CCS and GCSS Administration Application CCS GCCS Available Actions The following fields are relevant to CCS Administration only In GCCS Administration the branch option is implemented by the matched exit point in order to change the CP a Change Call Profile action should be connected to the matched exit point e Area2 If customer is found then To define the system response if the customer is found click on the appropriate check box as follows gt Call P Check this check box to activate the Call Profile Modifier area enabling a call when processed to update the Call Profile b Branch Check this check box to branch to another script in order to continue the processing of the call A field is activated in which you may select the Call Control script to which you want to branch If customer is NOT found then To define the systems response if the customer is NOT found click on the appropriate check box as follows gt Call P Check this check box to activate the Call Profile Modifier area enabling a call when processed to update the Call Profile b Branch Check this check box to branch to another script in order to continue the processing of the call A field is activated in which you may select the Call Control script to which you want to branch 5 4 8 Configuring the Decision Action This feature is only available in Enterprise Contact Center The Dec
28. Tab 02 00 00 00 eee cee eee 167 6 3 3 The Wallboard Window The Pop up Tab 00 c u 169 vi Shorelel 1 1 1 1 1 Contact Center Administrator Manual CHAPTER 1 Introduction ShoreTel Contact Center Server Software The ShoreTel Converged Conference Solution is an advanced routing system that handles contacts according to defined business rules ShoreWare Contact Center Director provides an easy to use point and click interface for server management The main features of the Shore Tel Contact Center Server software include e Enhanced Routing Methods that use Intelligent Routing Numbers IRN as entry points to the routing system At different times of the day an IRN can be assigned to different destinations such as a Service Call Control Script or external extension in the ShoreTel system The ShoreTel Contact Center Solution offers many call routing methods e Call Control Scripts CCS together with the Interactive Voice Response IVR collect callers information and provide information to callers through recorded voice files A Call Control Script defines the actions applied to a call The IRN can send arriving calls or calls waiting in a queue to a Call Control Script e Dynamic Updating of a Call Profile during the processing of a call Each call that enters the system via an IRN is assigned a call profile A call profile is a list of fields and attributes associated with the call The nu
29. a shift destination from the list This option is only available in Enterprise Contact Center 4 18 8 Configuring System Tagged Codes Wrap up codes are internal codes that are used to label a call They can indicate the service received by the call and or identify the customer who received the service Wrap up codes are used primarily for statistical reporting Agents enter the wrap up code when they have finished handling a call Release Codes are used by the system to classify the time the agent spent in released state by the release reason In the system there are two pre defined released codes that are always available The first is No Code and the second is Forced Released Use the Tagged Codes page of the System Configuration screen to configure the wrap up and release codes for the system FF EPICCenter Administration System i Entities Tools Window Help amp V 3 VA V WS x AE SB Working Times CalProfie PBXCTl nk Ms Misc IVR Ports skits Incomplete Outbound Internet Mana 41 Wrap Up Codes Release Codes Name Number Short Name Full Name Info Question 10 Restrooms Restrooms Break Meeting Request 20 Break Break Transfer Call 30 Lunch Lunch Break Price Question 40 Faxing Faxing Material to Customer Event Event Emergency Emergency Tan r Figure 4 58 System Tagged Codes Configuration Screen To open the Tagged Codes page Click the Tagged Code
30. and a third for internal callers To configure the destination route points the following parameters must be set on the Route Point edit page Contact Center Solution uses Route Point parameters not listed in below do not change the default values of these parameters e Name Enter the destination name of the route point For example Sales 800 Number e Extension Enter the extension number or dialed number for the route point Backup Extension Enter the backup destination or extension of the route point Calls are sent to this destination if the route point does not answer after the specified number of rings for example the server is unavailable or there is a network problem This allows you to configure backup call routing in case of failures Contact Center Administrator Manual 5 Licensing Chapter 2 ShoreTel Integration DID DNIS Configure DID or DNIS to match the inbound DID or DNIS number if the contact center is to be reached directly from the trunks User Group Select the user group for the route point to assign appropriate call permissions To allow the contact center to make outbound calls the route point needs access to trunk groups and must have an approved class of service for making the desired types of outbound calls Route Point Server Select the Distributed Server where the Contact Center Server software is installed Mailbox server Do not enable a mailbox Leave the check box unselected Accep
31. any priority b By TSF The Target Service Factor The TSF measures how well the group provides the level of service via the Target ASA Average Speed of Answer Using this criterion the next call will be routed to an agent from the group with the lower TSF enabling that group to improve its TSF by balancing the load between groups Call Select gt Primary Rule Click the appropriate option to specify one of the following the criteria for selecting a single call to route to the agent Answer the call that has been waiting the longest Answer the call with the highest priority Answer the call whose requirements are best suited to the agent that is best skill fit gt Secondary Rule Click the appropriate radio button for a single agent to either Answer the call with the highest priority Answer the call whose requirements are best suited to the agent the best skill fit 4 2 2 Configuring the Agent Groups Any agent can work in up to 16 groups simultaneously There are two different ways for agents to login to groups The first method is to assign to an agent a list of his primary groups Using the Agent application the agent can then login into all these groups in one button click The second method is to use the specific login logout buttons on the Agent to login logout to from a specific group The Groups tab of the Agents Configuration screen is used to edit the Primary Groups assignment for age
32. application dialog box The Dial Lists Configuration window comprises e IVR Ports Groups List A scrollable list displaying for each IVR Ports Group currently configured in the system e New Clicking New to activates a wizard to add a new IVR Group to the list e Delete Clicking Delete to remove an IVR Group from the list e Tabs Area This area to the right of the IVR ports Groups list contains two tabs that enable the configuration of the selected IVR Ports Group Details and IVR Ports To add a new IVR Group to the list Step 1 Click New below the IVR Group list The New IVR Group Wizard opens Step 2 Enter the Name of the new IVR Group as requested by the wizard and click Finish The newly defined IVR Ports Group will appear in the IVR Ports Group list Click the arrow on the right side of the Finish button to add additional names To delete an IVR Group from the IVR Group list Select the IVR Group to be removed from the list and click Delete Configuring IVR Groups Details This tab is only available in Enterprise Contact Center Use the Details tab of the IVR Groups Configuration window to configure the names of the IVR Groups in the system To open the IVR Ports tab Click the Details tab at the top of the IVR Ports Groups Configuration window The Details tab comprises Name The name of the selected IVR group Contact Center Administrator Manual 81 Configuring IVR Groups Chapter 4 The Administration A
33. board This option is only available in Enterprise Contact Center Agent Chat When selected this check box allows the agent to use the chat tree This option is only available in Enterprise Contact Center 4 3 2 Configuring Agent COS Agents Any agent can be assigned to a single Agent COS zi Entities Tools Sort Window Help ax amp V BB V A V I B s CE Veo Class of Service cos New Agents Details Agents COS agents Available Agents Name Number Name Number Al 1001 Brian 1002 Carlos 1003 Charles 1004 lt lt Add all Remove all gt gt Agents COS 0 row s selected 0 row s selected Save Undo Help Ready Figure 4 6 Agent COS Agents Configuration Screen To open the Agent COS Agents configuration screen Step 1 Click the Agents button in the Toolbar of the main application window Step 2 Click the COS tab below the agents agent COS scrollable list Step 3 Click the Agents tab in the tabs area The Agents COS Agents configuration tab is displayed The Agents tab displays the agents assigned to the selected Agent COS in the Agent COS list It contains the following options e COS Agents Name of all the assigned agents in to the selected Agent COS e Available agents Name of all the available unassigned agents in the system To assign an agent agents to the selected Agent COS Select the required agent agents in the Available agents list and drag the selection into the COS A
34. box to define a script that is run before the call is transferred to an agent Select a script from the drop down list provided Contact Center Administrator Manual 73 Configuring Dial Lists Chapter 4 The Administration Application 74 The script will not affect the way the call is routed Therefore changing the service required for example will not change the service destination for the call In addition actions like Transfer will not work The call will be routed to the Dial list service destination Agent confirmation required Check this check box to make the Dial List work in a preview mode In this mode whenever an agent is reserved for the dial list call a window pops up to the agent displaying the call s parameters and asking him whether to accept or reject the call Only if the agent accepts the call the call would be transferred to him Wait for agent confirmation sec If Agent confirmation mode is selected the system will wait this amount of time for the agent to confirm the call If within this amount of time the agent will neither accept nor reject the call the system will behave as if the agent rejected the call In this case the system will force release the agent Number of retries Enter the number of times that the system should attempt to re call the telephone number The maximum number of times the system will dial this customer is one more this number Retain Dial List for Enter the number of da
35. by the COS Pickup From ACD Calls Queue When selected this check box allows agents who belong to the selected COS to use the Queue calls window to pick up calls waiting in their queue by double clicking the call Initiate Specific Login Logout When selected this check box allows agents who belong to the selected COS to use the specific login logout buttons to Shorelel Chapter 4 The Administration Application Configuring the Agents Class Of Service COS FF EPICCenter Administration Agents uj Entities Tools Sort Window Help VO V BB VA Wl Bo HE SB Class of Service cos New Agents Details Agents Figure 4 5 Quick Search Agents COS Name New Agents ACD Functions Display Options Pickup From ACD Calls Queue I Change Toolbar Layout Initiate Specific Login Logout Change Window s Columns Windows Allowed IV Calls Status Telephony ACD Calls Agent Board T Calls Log Chat Tree Save Undo Help Agent COS Details Configuration Screen login logout to from a single group The specific group may or may not be part of the agen s primary groups list e Display Options This set of options gives denies the agent the ability to design a personalized workspace toolbar windows and so on Change Toolbar Layout When selected this check box allows an agent to add remove buttons to from the toolbar Change Window s Columns When sele
36. call profile field that will be updated by the SOL Ouery Column The name of the column in the database that will update the call profile field Add Click the Add button in order to add a link between a CP field to a DB column Select the CP field to be updated from the CP fields list that appears Each call profile field selected must have a column assigned to it Remove Click to remove the selected call profile field from the updated field list SQL Query Check status before dialing out This field is optional Since the query to extract the dial list information is done before the dialing process starts it may happen that when a dial list call is about to be dialed a telephone number is no longer be valid for the list This query verifies that dial Shorelel Chapter 4 The Administration Application Configuring Dial Lists numbers in the dial list are still valid The guery is performed before a specific number is dialed 4 13 3 Configuring Dial List Output This tab is only available in Enterprise Contact Center The Output tab of the Dial List Configuration window contains the parameters reguired by the dial list to store the call results in the external database This may be used to log the results of the dial list in the external database Results are kept in the Contact Center database and used by the outbound historical reports for a limited period of time defined in the Details page of the Dial List
37. callback and dial list calls Default Callback Service From the drop down list choose the service to be used for callback purposes This parameter is used for calls that have left details for a callback in a stage where no service is defined for this call Outbound Prefix The digits to dial for an outside line Number of Attempts The number of times the system attempts to make the call e Retry Time Busy The amount of time in seconds the system should wait before re trying after a busy signal No Answer The amount of time in seconds the system should wait before re trying after no answer has been received e Outbound behavior This section specifies how exactly an outbound will behave There are a number of possible differentiations Transfer to Agent On Check one of the following options for the appropriate transfer mode There are differences between the PBX types and different types of trunks b Connect The IVR transfers the call to the agent as soon as the customer answers the call b Ring The IVR transfer the call to the agent as soon as the customers telephone starts to ring Customer Disconnect in IVR Defines system behavior when the customer hangs up while talking with the IVR b Stop When the customer disconnects the call this number will not be redialed and this number will be signed in DB as failed b Continue When the customer disconnects the call the system will
38. callers entering the service will hear a mandatory announcement regardless of the availability of agents The announcer must be defined before clicking the check box Contact Center Administrator Manual 43 Configuring Services Chapter 4 The Administration Application FF EPICCenter Administration Services zi Entities Tools Sort Window Help 0V0 V BB TV A V WI Bo x HE GB Service Sales Name eSales Details Ann Plan Destination Overflow Interflow No Agents Callbacks Abanct SS E Mandatory V CC Script z Sample Mandatory Ann v First M CC Script Sample First Ann gal Secondary Cycle 2 Cycle All C Cycle Last C No Cycle Secondary Announcements No Source Time 1 cC Script Sample Mandatory Ann w 3 Add Insert Delete Quick Search e m Delete Help Figure 4 20 Services Announcers Plan Configuration Screen An announcer is defined by two fields A destination Call Control CC Script for the mandatory announcement and the length of time in seconds that the caller hears music before the next announcer e First Click this check box so an announcement will be heard only once when a caller first enters the wait queue for service The announcer must be defined before clicking the check box An announcer is defined by two fields A destination Call Control CC Script for the mandatory first announcement and the length of time in seconds th
39. can download a predetermined number of Emails Mailboxes can be assigned to a specific computer or agent 3 5 Management Entities The management entities available through the System configuration window provide tools to manage the operations of the routing entities A routing entity can use one or more management entities to determine its actions Shifts You can configure the day types shifts and working and non working days for the contact center The day types and shifts are used by the ShoreTel Contact Center Server to route calls to different destinations according to the day and the time The MIS uses the working and non working days information to calculate the daily average for Contact Center Reports Call Profiles The call profile consists of dynamic information that is attached to each call in the system This information is used to route the call and supply its history The call profile is updated as the call moves through the system Each field in the call profile is either mandatory or optional Mandatory fields are predefined and exist in any ShoreTel Contact Center Solution installation They cannot be removed or changed by the user Optional fields also called user fields are defined by the administrator in a specific ShoreTel Contact Center Solution installation Skills Routing entities can use a set of skills to route calls to the most appropriate destinations These skills are defined from the management entity Once
40. changes take effect from the date of modification onwards The parameters defined here are used for the staffing real time and historical reports that measure the actual vs required staffing FF EPICCenter Administration Groups 1 Entities Tools Sort Window Help OV V 3 V A V I B s CE GB Name Number Group eCustomer cCustomer 110 Details Agents Thresholds Staffing cSales 210 eSales 209 Feb 2007 Sun Mon Tue Wed Thu Fri vCustomer Defaults 4 2 DS vSales 208 Date Num of Agents Date Num of Agents Date Num of Agents Date Num of Agents Date Num of Agents a a N ON Da0 o NNNSBNOSNN Remove Group from Staffing Quick Search gt Lal Delete Figure 4 10 Group Staffing Configuration Screen To open the Groups Staffing configuration screen Step 1 Click the Groups button in the Toolbar of the main application window Step 2 Click the Staffing tab in the tabs area The Groups Staffing configuration tab is displayed The Staffing tab displays the Group list with the group s name and number and a calendar with the staffing configuration for the selected group in the Groups list If no configuration has been defined you can define the staffing for each group Shorelel Chapter 4 The Administration Application Configuring Trunks Trunk Groups 4 5 e Add Group to Staffing If no configuration has been defined for the selected group click the Add
41. configuration FF EPICCenter Administration Dial Lists zi Entities Tools Sort Window Help 0 U V 3 i VA V WS i 4 VAs Dial List Name Service Name Honda Customers Details Input Output Scheduling Call Profile Skills Connection name Honda Customers v Response time out sec fio Table key column Fust no SQL statement on Success UPDATE hond cust set status SUCCESS nowf SAL statement on single failure still under retries UPDATE hond_cust set status RETRY now SAL statement on final failure UPDATE hond cust set status FAIL now Quick Search gt bi Help Figure 4 41 Dial Lists Output Configuration Screen To open the Output tab Click the Output tab at the top of the Dial Lists Configuration window The Output tab comprises e Connection Name Select the unique name of the connection that describes the database that will contain the dial list results from the drop down list This connection may be the same one used for the input The connection should have been previously defined using the interface tab in the system menu item Response Time Out sec Enter the number in seconds in which the selected database is expected to respond to queries If the response time exceeds this number an alarm is sent to the supervisor about a potential database problem e Table Key Column The name of the column which is the index of the table that describes th
42. configure trunk details Step 1 Click the Trunks tab below the Trunks list Step 2 Select the trunk to be configured from the list Step 3 Click the Details tab at the top of the Trunk Configuration window The Details tab opens displaying the following information which may be edited e Name The name of the selected trunk Contact Center Administrator Manual 33 Configuring Trunks Trunk Groups Chapter 4 The Administration Application e Number The dial number of the trunk in the PBX numbering plan e Trunk Group The name of the trunk group to which the selected trunk is assigned This field cannot be edited In order to change this assignment use the Trunk Group s Trunks configuration screen to unassign the trunk from its current trunk group and to re assign it to the new trunk group 4 5 3 Configuring the Trunk Groups Trunks Use the Trunks tab of the Trunks Configuration window to configure the assignment of trunks to trunk groups in the system l i EPICCenter Administration Trunks zi Entities Tools Sort Window Help 00 V 3 V A I SB rx He A Name Number Trunk Group PRI2 PRI 1 80 Details Trunks ll Trunk Group s Trunks Available Trunks Name Number Name Number PRI 269631 69631 PRI 269632 69632 lt lt Add all PRI 269633 69633 PRI 269634 69634 PRI 269635 69635 PRI 269636 69636 PRI 269637 69637 PRI 269638 69638 PRI 269639 69639 PRI 269640 69640 PRI 269641 69641 PRI 269642 69642
43. current script from the database The script is loaded as it was saved This way one can undo all changes since last save e Save to Database 6 Saves any changes made in the current script to the database e Save All to Database 7 Saves all changes made in the scripts to the database e Paste 8 Pastes the selected action s and properties into another script e Setup Dialog 9 Creates pre defined messages for chat scripts and shows characteristics of the voice file Database Test Query 10 11 Sends a test query to a database e Zoom In 12 Allows you to zoom into the page at various increments Zoom Out 13 Allow you to zoom out from the page at various increments e Select Zoom 14 Allows you to zoom in to get a close up view of your page or zoom out to see more of the page at a reduced size To use Click the arrow next to the Select Zoom box then Click the zoom setting you want e Original Size 15 Restores you to the 100 screen 5 3 4 Ly Contact Center GCCS Administration Options Dialog Ox The Setup dialog box offers the option to manage the predefined chat responses list Chat messages can be added modified or deleted Chat responses are used in actions that are relevant to chat contacts such as Send Message This action may be used in a script used as an announcer for chat contacts To open the GCCS Administration Options dialog box perform one of the following e Select Set
44. e Chat Responses Click to open the Chat Responses window where you can define shortcuts for responses to be used by the agent in chat sessions 4 18 11 Configuring Internet Chat Responses This tab is only available in Enterprise Contact Center Use the Chat Responses window to define shortcuts for responses to be used by the agent in chat sessions All chat responses Easyrun Internet site I Sales team responses Content Name felo message Text j you are in Chat conversation with Easyrun representitive Note For new line press Ctrl Enter Noo Save Undo Close Help Figure 4 62 System Internet Chat Responses Configuration Screen To open the Chat Responses window Click Chat Responses in the Internet tab of the System Configuration window The Chat Responses window comprises e Chat Responses Tree Area An Explorer type tree details the responses defined in the system Use the four navigational buttons below the list to move up or down the list return to the beginning or jump to the end of the list e New Click New to activate a wizard to add a new Chat Response to the tree e Delete Click Delete to delete an item e Type Once you have defined a folder or chat response the Type area becomes active Here you can select the appropriate option to define a Folder File URL or Text Folder Enter a name for the new folder Folders on the same level reguire unigue names URL Ent
45. edited using the following fields and buttons in the Wallboard Window The Config tab S Rr Board Rr Wall Board Config Scenario Pop Up Add AGB Type Agent Board Address 0 p Com Port Parity None None C Com1 Coens Even Mark C Com4 Ould g Space Com2 es Stop Bits IE Baud Rate C2 19200 C 4800 E New Data Bits 6 8 B Delete 9600 2400 lis 3 R Threshold Colors AJ Run 2 X Cancel Red frellow Help F Figure 6 4 Wallboard Window The Config tab e Name This field displays the name up to 32 characters of the selected wallboard e Address This field must contain the address of the wallboard connected to the COM port When using chained wallboards each wallboard must use a different address e Type This drop down list contains the following options that enable you to select the type of wall board currently being used AgentBoard No actual wallboard The messages appear on the agen s computer using the Agent Board application Comfuture This wallboard conforms to the comfuture wall board protocol e Spectrum Alpha This wallboard conforms to the Spectrum wall board protocol e Com Port Click on one of the radio buttons in this area to define the com port to which the wallboard is connected e Parity Click on the appropriate radio button in this area according to manufacturer definitions When selecting the wallboard type this pa
46. gt ti New Figure 4 29 IRN Skills Configuration Screen 60 Shorelel Chapter 4 The Administration Application Configuring IRN To edit the value of a skill for the selected IRN Select the skill to be edited and enter the reguired value in the appropriate field 4 9 4 IRN Destination Use the Destination tab of the IRN Configuration window to configure the default destinations and the shift destination for the IRNs in the system FF EPICCenter Administration IRN Bi Entities Tools Sort Window Help VO V BB TV A Wi Bo H VEO Quick Search IRN Default Destination IRN 8000 a Details Call Profile Skills Destination RN Destinations Note Default destinations are used when shift destinations are not defined Default Destination Service 7 Sates Type of Day ShiftName Dest Type Dest Name Add Remove Figure 4 30 gt Lal Delete IRN Destination Configuration Screen To open the Destination tab Click the Destination tab at the top of the IRN Configuration window The Destination tab comprises e Default Destination From this drop down list select the required default destination Device if Voice Chat IRN or email address if Email IRN Call Control Script or Service From the drop down list select the device number service or Call Control Script for the default destination e Shift List A list of all the currently defined shifts for the I
47. keep a few rules in mind To begin typing position the cursor where you want to begin the message and click the left mouse button Clicking the spacebar on the keyboard inserts a small rectangle in the box representing a space in the massage You cannot type another character in a box with a space rectangle until you delete the space You can highlight a block of text and press either lt Delete gt or lt Backspace gt on the keyboard to erase the selected text Parameters cannot be modified in any way but you can remove them from or add them to existing messages To edit a preprogrammed message Step 1 In the Message Editor window select the message that you want to edit from the Message Library Step 2 Make any corrections within the Message Editor or the Parameters sub window Contact Center Administrator Manual 161 The Message Editor Window Chapter 6 Wall Board Administration Application 6 2 1 162 Step 3 When you have finished making the corrections click Update at the bottom of the window The changes are saved in the system To delete a message Step 1 Step 2 Step 3 In the Message Editor click the message that you want to delete Click Delete at the bottom of the window A warning message appears Click Yes to delete the message The message is erased along with all the information related to it Click No to cancel Deleting a message removes it from any scenario in which it appeared
48. may use a script that contains a release action to release from their groups The action assumes that the cal s calling device is the agent device It then looks for the agent who is logged in to this extension If such an agent is found it verifies that the agent is not already released and if so the agent s state changes to released Shorelel Chapter 5 CCS and GCSS Administration Application CCS GCCS Available Actions 9 4 25 9 4 26 To add a Release action to a script Right click the reguired script position the cursor on the Insert Action option and select Release from the Actions menu The Action area displays the following fields and check boxes for configuring the Release script action The following fields are relevant to CCS Administration only In GCCS Administration the Branch option is implemented by the matched exit point e Confirm Release Script From the drop down list select a script to branch to when the Release action succeeds This action is obsolete and exists only for backwards compatibility Please use the Release Resume action instead Configuring the Release Resume Action The action assumes that the call s calling device is the agent device It then looks for the agent who is logged in on this extension If an agent is found it then finds its current status released or resumed The action then plays a wave file telling the calling device assumed to be an agent device the current status and
49. menu that opens select the Move option To move an action to another script Select the action to be moved and drag and drop it into the required place in the required script In the popup menu that opens select the Move option To copy an action to another script Select the action to be copied and drag and drop it into the required place in the required script In the popup menu that opens select the Copy option To view edit the definition of an action Select the required action To delete an action from a script Click the action to be removed with the right mouse button and select the Delete Action option from the pop up menu The Delete Action option is only active after you select an action While you are performing any procedure on a script or action an arrow appears alongside the selected script or action In addition any changes to a script or action are indicated by a red dot alongside it When you save the changes the dot disappears Browsing for Wave files Many scripts uses voice prompts files wav In order to be played the files should be accessed by the server or by the distributed IVR server that contains the IVR port allocated for the call During the process of building scripts the full path for the wav file as seen by the computer that plays the file may not be available since the administrator who defines scripts seldom works on the server or on the distributed server Therefore a special file browse d
50. message is directed The Edit Message window opens e Remove Click Remove to remove a selected message from the Scenario Table the message is not removed from the Library e Msg Editor Click Msg Editor to open the Message Editor and edit the selected message To create a message scenario Step 1 Select the wallboard for which you want to create a scenario from the list in the Wall Board window and click the Scenario tab The Scenario window opens Contact Center Administrator Manual 167 The Wallboard Window 6 3 2 1 168 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Chapter 6 Wall Board Administration Application In the Message Library on the left side of the Scenario window select a message to be added to the message scenario and click Add The Add Message window opens In the Time field enter the amount of time in seconds that you want the message to appear on the wallboard In the Default Group field enter the appropriate group This group will be used for any parameter that is not specifically assigned a group in the next step Using the up and down arrows select a parameter in the Param field Note that the selected parameter is highlighted in the message area and the parameters name appears in the Name field You can now change the Group assignment for this field Continue to do this until you are satisfied with the parameters and their respective groups If you have decided to skip o
51. of IRN Service or Call Control Script or DN in case of device This option is only available in Enterprise Contact Center To add an interflow destination for a shift other than the default destination Step 1 Click Add Step 2 Select the required shift from the list of shifts that appears and click OK Step 3 Select interflow destination To change an interflow destination for a shift Step 1 Select the required shift from the Shifts list Step 2 Select a different interflow destination To remove an interflow destination for a shift Select the shift from the Shifts list and click Remove Configuring Service No Agents Use the No Agents tab of the Service Configuration window to configure the default destinations as well as the destination per shift when no agents are logged in When a call is routed to a no agent logged in destination the MIS counts it as a deflected due to no agents login call If the No Agent login destination routes the call back to group through IRN the call is counted as a new coming call To open the No Agents tab Click the No Agents tab at the top of the Services Configuration window The No Agents tab comprises e Use Overflow Destination first interval as default If checked any call that enters the service when no agent logged in will try first to immediately overflow to the first interval overflow groups If there are logged in agents in these groups the call will enter their queue and
52. required color for the state click Apply and OK Configuring System Miscellaneous Parameters Use the Misc tab of the System Configuration window to define parameters for handling incoming calls including setting call priorities defining destinations for calls on hold and setting the Lingual IVR announcement settings To open the Misc tab Click the Misc tab at the top of the System Configuration window The Misc tab comprises e Services Settings Forced Released Timeout How long in seconds an agent station can ring before forcing release Shorelel Chapter 4 The Administration Application Configuring General System Parameters FF EPICCenter Administration System zi Entities Tools Window Help yo VA V Ws 4 gE B Working Times Call Profile PBX CTI link mis Misc IVR Ports Skills Incomplete Tagged Codes Outbound Internet Management Interfaces Call Priority Settings String Lengths Lingual Settings for IVR announcement Default priority of internal calls Agent ID length 4 v Default priority of external calls Wrap Up code length 1 Used languages Language Used Priority Change Rate Priority increase interval Arabic English United States Priority increase step Hebrew Services Settings Italian Forced Release Timeout sec 10 Russian Music Source Device xl 5601 Spanish Mexico Agents Settings Enable calls in queue broadcast I
53. retry the call later until the number of retries is fulfilled F System Outbound Advanced i xj Reserved Agent waits for IVR port 15 sec IVR waits for answer 60 sec Cancel Figure 4 60 System Advanced Outbound Configuration Screen Contact Center Administrator Manual 103 Configuring General System Parameters Chapter 4 The Administration Application e Advanced Button Click this button to open the System Outbound Advanced window which contains the following two fields Reserved Agent Wait for IVR Port The system reserves an agent for the call and then waits for an IVR port to become available If the time defined by this parameter expires and there is still no free IVR port the agent will become available for another activity and the outbound call will wait for the next retry Enter the number of seconds for which an agent should be reserved for an outbound call when an IVR port is not available IVR Wait for Answer Enter the number of seconds for which an IVR should wait for an answer If Transfer to agent on connect is defined and this timeout expires the system will drop the call and wait for the No answer retry time for the next retry 4 18 10Configuring System Internet Parameters for Chat Contacts This tab is only available in Enterprise Contact Center Use the Internet tab of the System Configuration window to define various parameters for handling chat contacts z EPICCenter Admin
54. retry unless the number of retries has been exceeded If a variable number of digits is expected this field defines the maximum number of digits to collect e Variable Number of Digits If checked the system will collect the digits dialed by the caller until the caller presses the terminating digit or until Number of Digits value is reached e Terminating Digit Use this field to define the terminating digit that the caller is expected to enter in order to tell the system that all the digits were dialed Decimal Number Check this box if the digits that the caller is supposed to dial represents a decimal number In this case the Decimal Point Digit becomes active and must be defined e Decimal Point Digit Defines the digit that represents the decimal point When the caller dials it the system takes all the digits that have been collected and make it the integer part of the decimal number The digits that the caller continues dialing will be counted as the fraction part of the decimal number e Clear DTMF on Start When unchecked any previously dialed digits will be entered in this action When checked the system will ignore all the previously dialed digits and will restart digit collection e Stop Prompt on Caller DTMF Checking this box will cause the voice prompt to stop when the caller starts to dial a digit 5 4 11 Configuring the Get Next Record Action This feature is only available in Enterprise Contact Center The
55. set of dial numbers to be dialed FF EPICCenter Administration Dial Lists Entities Tools Sort Window Help d V B V A V WI BP H VES Dial List Name Service E Honda Customers Details Input Output Scheduling Call Profile Skills Connection name Honda Customers Response time out sec ho Dial to number columns Table key column Dial to number column ust phone home Call note column Alternative column 1 oust phone cell SAL query import dialing information Alternative column 2 Fust phone work select from hond cust Assign results by column name CP Field Column Test Query SAL query check status before dialing out Quick Search Add Remove gt H i Figure 4 40 Dial Lists Input Configuration Screen Contact Center Administrator Manual 75 Configuring Dial Lists Chapter 4 The Administration Application 76 To open the Input tab Click the Input tab at the top of the Dial Lists Configuration window The Input tab comprises Connection Name Select the unigue name of the connection that describes the database containing the specific dial list from the drop down list The connection should have been previously defined using the interface tab in the system menu item Response Time Out sec Enter the number in seconds in which the selected database is expected to respond to queries If the response time exceeds this number an a
56. then prompts the agent to press the 1 key to toggle the current status After the button is pressed the action tries to change the status and then plays a wave file to tell the agent the action results success or failure The action contains two tabs Details contains the definition of the announcements that tells the current status Action Results contains the definition of announcements that tells the action results Properties for Release Resume Details Action Results Released Status released status prompt clear resume option prompt Clear Press 1 To Resume Otherwise HangUp Resumed Status resumed status prompt clear i ii release option prompt iz Clear Press 1 To Release Otherwise HangUp Figure 5 25 GCCS Administration Release Resume Action To add a Release Resume action to a script Right click the required script position the cursor on the Insert Action option and select Release Resume from the Actions menu The Action area displays the following fields and check boxes for configuring the Release Resume script action Configuring the Resume Action This feature is only available in Enterprise Contact Center Returns the agent to normal ACD mode When in Release state Contact Center Administrator Manual 151 CCS GCCS Available Actions Chapter 5 CCS and GCSS Administration Application 9 4 27 152 Thi
57. uses one of the following methods to decide which agent will receive the call Shorelel Chapter 4 The Administration Application Configuring Services 4 8 2 b Longest Idle The call will be assigned to the agent among all the agents with the same skill fit who is idle the longest gt Terminal The call will be assigned to the first available agent among all the agents with the same skill fit in the list of agents for the group For example an agent who appears higher in the list is preferable to agents lower in the list Thus agents can be listed according to the order of their ability The order is defined in Configuring Groups Agents gt Circular The system searches the group s agent list among all the agents with the same skill fit starting from the last agent to receive a call for the next available agent This method attempts to distribute calls equally between agents in the group This option is only available in Enterprise Contact Center Enabled Media The types of media in addition to voice that the service may handle A service cannot be used to route Voice Chat calls and email contacts at the same time If the Voice Chat option is selected the service may use to route that only Music Source The system connects a call waiting in queue to a music source Select the port at which music is provided for calls from the drop down list The options are Device where applicable or CCS If no music is specified t
58. will not route the service s No Agent Login destination If the first interval overflow groups have no logged in agent only then the call will route to the no agent logged in destination of the service e Default Destination From this drop down list you can select the required default destination Device Call Control Script or IRN when no agent is logged in Shorelel Chapter 4 The Administration Application Configuring Services FF EPICCenter Administration Services zi Entities Tools Sort Window Help OV BB V A V g F ue VE es Name Service Sales eSales Details Ann Plan Destination Overflow Inter low No Agents Callbacks Abanu E Use Overflow Destination first interval as Default o Agents Logged in Destination Note Default destinations are used when shift destinations are not defined Default Destination Not defined v Type of Day Shift Name Dest Type Dest Name Quick Search Add Remove Help Figure 4 24 Services No Agents Configuration Screen For IRN or Call Control Script a drop down list appears from which you can select the IRN or Call Control Script for the default destination For device a dialog box appears in which you set the devices DN e Shifts List A list of all the shifts for which a No Agents Login destination other then the default is defined For a shift with a no agent login destination other than the default no agent login destina
59. 5 v CP field x increase vv We Figure 5 19 GCCS Administration Increase Decrease Action To add an Increase Decrease Action to a script Click the right mouse button on the required script position the cursor on the Insert Action option and select Increase Decrease from the Actions menu The action area displays the following fields and check boxes e CP field Selects the Call Profile field that needs to be changed e Increase Decrease Selects the operation to Increase or Decrease e By Defines the number to increase or decreased from the current value of the Call Profile Field Configuring IVR Application Start Action This feature is only available in Enterprise Contact Center An IVR application is a statistical entity that may be used to collect data about how calls perform a script or a part of a script IVR applications are defined in Configuring the IVR Applications in the Contact Center Administration This action starts data collection for the required IRV Application To add an Application Start Action to a script Click the right mouse button on the required script position the cursor on the Insert Action option and select the IVR Application Start from the Actions menu The action area displays the following fields and check boxes e IVR Application Select from the drop down list the application name When this action is performed on a call i
60. A This is not a statistical parameter but displays the target ASA for the group as defined by the administrator Contact Center Administrator Manual 163 The Message Editor Window Chapter 6 Wall Board Administration Application 6 2 2 6 2 3 164 Changing the Message Colors Many wallboards support multiple background and foreground colors foreground color is the text color The Message Editor window enables the administrator to change these colors Select Color x White Blink ignore Colors 1 X Cancel Help Figure 6 3 Change Color Dialog Box To change the colors Step 1 In the work area of the Message Editor highlight the area on which to apply the color changes Step 2 Click the right mouse button in the work area The Select Colors window opens Step 3 Select a color from the color boxes The options are Blue Background is blue text is yellow Yellow Background is yellow text is blue White Background is white text is black Red Background is red text is black Green Background is green text is black In order to set the blink option i e the text will blink on the wallboard check the Blink checkbox Parameter Group Assignment Rules For any parameter in any message a group must be assigned in order to be displayed The parameter s group may be defined in various stages during the process of inserting a message to a scenario or to a popup e In the Add Edit mes
61. Agents zi Entities Tools Sort Window Help 0 V B V A Ml Bi HE SH oe Name Number Agent Charles A 1001 Details Groups Skills pren 1002 Name Frares Carlos 1003 Number 004 Password gt Charles 1004 Se aj Class of Service Ic Not defined X Personal Email Usemame Personal Email Password Auto Answer on Incoming ACD Voice Calls Call Answer Strategy Group Select by Group List Order C by All Groups C by TSF Call Select Primary Rule Secondary Rule by Longest Wait Time by Longest Wait Time C by Priority Quick Search C by Best Skill Fit Agents cos gt vi Delete Help Figure 4 2 The Agent Details Configuration Screen To open the Agent Details configuration screen Step 1 Click the Agents button in the Toolbar of the main application window Step 2 Click the Agents tab below the agents agent COS scrollable list Step 3 Click the Details tab in the tabs area The Agent Details configuration tab is displayed The Details tab displays the details for the currently selected agent in the Agents list It contains the following options e Name The name of the selected agent e Number The identification number of the selected agent e Password Used by the agent along with the agent number to logon to the system e Class of service The class of service to which the agent belongs The class of service determines what operations a
62. Agents On Release Max talk time Longest ACD Call Talk Time min sec On The Current Time Interval TSF The TSF For The Current Time Interval Inc calls Number Of Incoming ACD Calls Ansd calls Number Of Answered ACD Calls ansd calls Percentage Of Answered ACD Calls out of all incoming ACD calls Abnd calls Number Of Abandoned Calls abnd calls Percentage Of Abandoned Calls out of all incoming ACD calls Avg time abnd Average Wait Time Of Abandoned Calls sec Max time abnd Longest Wait Time Of Abandoned Calls sec Intrfl out Number Of Calls Interflowed From Group Intrfl calls Percentage Of Calls Interflowed From Group out of all incoming ACD calls Avg time Intrfl Average Wait Time Of Calls Interflowed From Group sec Max time Intrfl Longest Wait Time Of Calls Interflowed From Group sec Intrfl in Number Of Calls Interflowed To Group Intrfl in Percentage Of Calls Interflowed To Group out of all incoming ACD calls RPH The Groups RPH Calculated as the number of answered calls divided by the average number of agents thus giving the average number of calls answered by an agent of the group Avg que time on Average Wait Time In Queue sec Max que time on Longest Wait Time In Queue sec Avg ACD talk on Average ACD Talk Time min sec Max ACD talk on Longest ACD Talk Time min sec ASA Average Answer Time sec RQD agns Required Number of Agents In Order To Meet The Target ASA T AS
63. Configuring Customers These features are only available in Enterprise Contact Center The customer list is used by IRNs that uses customer routing i e the Route by caller ID is checked In such a case the system tries to identify the caller in the customer list and if found will route the call to the customers preferred service For example if a call enters an IRN with the Route by Caller ID check box checked the system searches the ANI in the customer list If no ANI is attached to the call and the Use Call Control Script for calls w out check box is checked the system routes the call to a Call Control Script which fills in the customer ID in the call profile field named Customer Number The system then uses the caller ID to search the customer list If the customer is found the system attaches the customers priority and skills definitions to the call and routes the call to the preferred service To open the Customer Configuration Window Click Customers icon in the toolbar The Customer Configuration comprises Customer List A scrollable list displaying the name of each customer currently configured in the system Use the four navigational buttons below the list to move up or down the list return to the beginning or jump to the end of the list e New Click New to activate a wizard to add a new customer to the list e Delete Click Delete to delete the last or a selected customer from the list e Ta
64. Cust BMV eCust Honda eCust Mazda eSales BMW Required Skills Available Skills eSales Honda eSales Mazda Quick Search Domains ANI Prefixes 14 b bi to Ready Figure 4 34 ANI Domains Skills Configuration Screen To open the Skills tab Click the Skills tab at the top of the Domain Configuration window The Skills tab comprises e Skills The name and value of the reguired skills for the selected Domain To edit the value of a skill for the selected Domain select the skill to be edited and enter the reguired value in the appropriate field e Available Skills The available skills in the system Add new skills to the Skills list by dragging them from this list into the Skills list 66 Shorelel Chapter 4 The Administration Application Configuring Domains 4 10 5 Configuring Domain Destination Use the Destination tab of the Domain Configuration window to configure the default destinations and the shift destination for the Domains in the system FF EPICCenter Administration Domains Ce Ef Entities Tools Sort Window Help 8 x OV 3 V A V kl Bo A REO D 7 Domain NYC All but Manhat omain Albany Details Call Prafle Skils Destination Long island Domain Destinations NYC Manhattan Default destinations will be used when shift destinations are not defined NYC All but Manhat VU Senice Bas z Type of Day Shift Name
65. D calls The scripts are used to process calls present information to callers prompt them for input collect input digits guery the organization database etc A script contains a set of actions that are performed on a call Specific scripts can be created containing a variety of actions selected from the set of actions available in Contact Center CCS GCCS Administration Scripts can be linked together to build flexible applications Scripts are activated in various stages of the contact processing such as e Incoming call entry point IRN An IRN defines the rules by which each incoming contact should be routed The script can supply the caller an option menu that routes the call depending on the caller s selection The script can affect routing and change parameters to be used later in handling the call of an incoming in a flexible way using requirements collected from the caller and other call parameters e Activation of one script different scripts on a Queued call While the call is queued scripts can be combined Scripts can offer different options such as announcements to the caller enable the caller to receive information offer a call back initiated by the system at a later time and more e On Interflow e When there are no agents logged in to the system e When the customer answers an outbound call e On Incomplete Call scenario the call has reached a situation where it has no valid destination The actions of a C
66. Get Next Record action is associated with a SQL Execute action It loads the results of the next record from the associated SQL Execute results set into the call profile according to the associated SQL Execute assignment rules ar Refer to SQL Execute v Figure 5 17 GCCS Administration Get Next Record Action 140 Shorelel Chapter 5 CCS and GCSS Administration Application CCS GCCS Available Actions To add a Get Next Record Action to a script Click the right mouse button on the required script position the cursor on the Insert Action option and select Get Next Record from the Actions menu The action area displays the following fields and check boxes Refer to SOL Execute Select from the drop down list the name of the SQL Execute action to which this Get Next action refers The following fields are relevant to CCS Administration only In GCCS Administration the Branch option is implemented by the matched exit point e OK Select from the drop down list the script to branch to when the next record found and its results are loaded into the call profile e Not Found Select from the drop down list the script to branch to when there is no next record 5 4 12 Configuring the Give Menu Action This action provides a menu to the caller The caller receives a voice prompt and can choose an option by dialing a digit Properties for Give Menu Voice file
67. Group to Staffing button to define the staffing requirements The Add Group to Staffing dialog box is opened where you can define the numbers required for each weekday e Calendar The calendar displays the default staffing numbers for the current month You can scroll through the calendar to view previous or future months You may edit the staffing numbers directly on the calendar Changes take effect from the next day at midnight or system initialization Specific days such as Christmas can be edited individually To define staffing requirements for a selected group Step 1 Click the Add Group to Staffing button The Add Group to Staffing window opens Step 2 Enter the default number of staff required for each day of the week Step 3 Click OK A calendar for the current month is generated displaying the date in black and the default number of required staff in blue If you have not defined the staffing requirements for a group you will be asked to do so when you initially select the group To remove the staffing information for a selected group Click the Remove Group from Staffing button To edit a default number in the calendar Click the number in the Defaults panel at the top of the calendar and edit as required Any changes to the staffing information take effect from the point of modification onwards from the next day at midnight To edit the staffing number for a specific day such as Christmas Click the day that you
68. LS type is for Dialogic analog Loop Start extensions Digital E amp M type is for digital trunks using the E amp M protocol and CTI port type is used for IP PBX TAPI Wave ports To Delete an IVR ports card from an IVR server Step 1 Select the IVR server from the Clients list Step 2 Select the card to remove and click Delete below the Connection Type list To set advanced properties for Digital trunks IVR ports Advanced parameters must be set by a telephony engineer Contact your vendor to adjust them To add an IVR port to an IVR card Step 1 Select the IVR card from the Connection Type list Step 2 Click New below the Ports list Assign the dial number and the channel number to this port as explained above To Define a range of IVR ports to an IVR card Step 1 Select the IVR card from the Connection Type list Step 2 Click New Range below the Ports list Assign the first and last dial numbers and the increment step The system will add as many ports as possible within the limits of the DN range and the defined increment step For example if the first DN is 1000 the last is 1060 and the increment step is two the ports 1000 1002 10041060 will be added to the card The channel will be assigned sequentially To Delete an IVR port from an IVR card Step 1 Select the IVR card from the Connection Type list Step 2 Select the port to remove and click Delete below the Ports list If the Redundancy feature using the Double
69. MF on start Stop prompt on DTMF Figure 5 16 GCCS Administration Get Digits Action To add a Get Digits Action to a script Click the right mouse button on the required script position the cursor on the Insert Action option and select Get Digits from the Actions menu The action area displays the following fields and check boxes e Prompt The path of the file containing the voice prompt for the caller for example Please enter your five digit Customer ID now Timeout Prompt The path of the file containing the voice message that the caller hears if digits were not entered within the defined timeout for example If you do not have a touch tone phone please wait for operator assistance Contact Center Administrator Manual 139 CCS GCCS Available Actions Chapter 5 CCS and GCSS Administration Application e Insert into CP Use this drop down list to select a Call Profile field in which the digits entered by the caller should be placed e Retry Use this field to define the number of times that the system will prompt the caller to enter digits if the caller does not enter them The prompt that the system will give the caller is the Timeout Prompt e Retry Timeout This field defines the time that the system will wait for the caller to enter the required number of digits e Number of Digits Defines the number of digits expected If the caller enters fewer digits and a timeout occurs the system will
70. Mandatory Ann v Figure 5 10 GCCS Administration Branch to Script Action To add a Branch To Script action to a script Click the right mouse button on the required script position the cursor on the Insert Action option and select Branch To Script from the Actions menu The Action area displays the following fields for configuring the Branch To Script action e Branch to script Select the script to branch to from the drop down list 5 4 5 Configuring the Change Call Profile Script Action This feature is only available in Enterprise Contact Center The Change Call Profile action allows you to directly change the profile of a call being processed by a script Any new profile fields defined here are added to the call s profile If the fields already exist in the profile then their value is updated according to the modifications defined by the script Specific fields of the Call Profile can also be modified by the following actions Logic Switch Menu Get Digits and Customer Query All User defined Call Profile fields user fields and skills are defined in the administration missing text To add a Change Call Profile action to a script Click the right mouse button on the required script position the cursor on the Insert Action option and select Change Call Profile from the actions menu The fiel s value is maintained throughout the cal s life For example it may be viewed by the agent using the agent applicati
71. RN For a shift with an IRN destination other than the default destination four fields are displayed Type of day for which the shift belongs Shift name Type of the destination for that shift Device Call Control Script or Service Destination name in case of Service or Call Control Script or Dial Number in case of Device To add a destination for a shift other than the default destination Step 1 Step 2 Click Add Select the required shift from the list of shifts that appears and click OK Contact Center Administrator Manual 61 Configuring Domains Chapter 4 The Administration Application 4 10 62 Step 3 Select destination To change a destination for a shift Step 1 Select the reguired shift from the Shift list Step 2 Select a different destination To remove a destination for a shift Select the shift from the Shift list and click Remove Configuring Domains Domains enable calls to be routed according to their geographical location source Incoming calls CID ANI contain a number prefixes such as the area code that represent the location from which the call was made You can also generate reports according to domains and provide specific information regarding a geographical location for example how many calls were received from a particular town or city An ANI prefix is a series of digits that represents part of a dial number e g an area code The asterisk represents all following digits F
72. Route by Caller is checked and the Domain Routing Precedes Customer Routing check box is also checked gt Customer routing is enabled Route by Caller ID is checked and the Domain Routing Precedes Customer Routing check box is not checked but there is no customer match Domain Routing Precedes Customer Routing Domain routing is preferred over customer routing If both Domain Routing and Customer routing are selected this checkbox sets the precedence between them Customer routing rules will apply when this option is checked and the cal s CID is both part of an ANI domain and a Customer ANI domain routing rules will apply if not checked e Customer Routing This option is only available in Enterprise Contact Center Route by Caller ID If this option is selected the system will try to match the call s CID Caller ID or ANI to one of the Customers defined in the system If such match is found then the system will apply the customers routing rules for this call in the following conditions b When domain routing is disabled Route by ANI Domain is not checked b When domain routing is enabled Route by ANI Domain is checked and the Domain Routing Precedes Customer Routing check box is not checked 58 Shorelel Chapter 4 The Administration Application Configuring IRN b When domain routing is enabled Route by ANI Domain is checked and the Domain Routing Precedes Customer Routing che
73. Supervisor Configuration window to configure the settings privileges groups and super groups for a supervisor in the system You can also add new supervisors and delete existing supervisors from the system To open the Supervisors Configuration window Click the Supervisors icon in the toolbar The Supervisor Configuration window contains e Supervisor List A scrollable list displaying the names of all the supervisors in the system Use the four navigational buttons below the list to move up or down the list return to the beginning or jump to the end of the list e New Click New to activate a wizard to add a new supervisor to the list e Delete Click Delete to remove a supervisor from the list e Tabs Area The area at the right of the groups list contains three tabs where you can configure the Details Groups and Super Groups for the currently selected supervisor 4 7 1 Configuring Supervisor Details The Details page of the Supervisors Configuration screen enables you to configure the Details of the supervisors in the system To open the Details page Click the Details tab at the top of the Supervisor Configuration dialog box The Details page of the Supervisors Configuration dialog box displays the current details of the selected supervisor in the Supervisors List which you can edit as required e Name The name of the selected supervisor e Password The password that the supervisor must type when logging in to the syst
74. Take solution is installed the ports on the Target computer must be defined as if the Target computer is a Distributed IVR server Configuring System Skills Skills are used to route calls to the best fit agent Calls will not wait in the queue while there are available agents even if the agent s skills do not fit the call requirements The result is that the Best Skill Fit is used only when more than one agent is available to receive a call There are a number of ways to set the skills required by a call For example In the IRN Skills tab the administrator can assign a required value for each skill that is required by calls that enter the routing system through this IRN The same can be done by setting values to skills in the Domain Skills tab the Customer Skill tab the Dial List Skills tab and by various CCS actions that can set a value to a call profile field Shorelel Chapter 4 The Administration Application Configuring General System Parameters The skills of an agent are set in the Agent Skills tab For an agent two numbers are defined for each skill the value which describes the ability of the agent to answer calls that reguire this skill and the preference the lower the value the lower the priority given by the call center s management to usage of this agent for this skill In order to match a call with an available agent the system does the following For each skill defined in the system the system subtracts the p
75. The Wallboard Window 6 3 2 In order to set the blink option i e the text will blink on the wallboard check the Blink checkbox The Wallboard Window The Scenario Tab A message scenario is a sequence of messages Each message within the scenario is displayed on the wallboard for a specific amount of time The Scenario window is used to build or modify message scenarios for the wallboards S Wall Board aS Wall Board Config Scenario Pop Up Message Library Finance HA S El Finance 5 Add gt Edit lt Remove s New EJ Msg Editor E gt Delete Run Help Figure 6 5 Wallboard Window The Scenario Tab The Message Library on the left of the window contains all of the messages created in the Message Editor The Scenario Table on the right side of the window contains the names of the messages in order of appearance and the display time in seconds The six action buttons in the middle of the window allow you to edit the scenario as follows e Up arrow Click the up arrow to move the selected message up within the message scenario e Down arrow Click the down arrow to move the selected message down within the message scenario e Add Click Add to open the Add Messages to Scenario window and add a message to the message scenario e Edit Click Edit to edit the selected message within the scenario for example to change the amount of time the message will be displayed or the group to which the
76. The step by which the priority is increased For example if the interval is ten seconds and the step is five the priority is increased by five every ten seconds This option is only available in Enterprise Contact Center e String Lengths This area contains two drop down lists where you set Contact Center Administrator Manual 95 Configuring General System Parameters Chapter 4 The Administration Application The maximum agent ID length default is four characters and the wrap codes length default is two digits Lingual Settings for IVR Announcements This area contains two types of fields where you can set The supported languages by the IVR Check any required language The default language which is used for calls when the Language call profile field is not set to any supported language Agent Settings Enable calls in queue broadcast The ACD calls window in the agent toolbar displays the currently queued contacts The agent by double clicking a call can pick up a call The queued calls information is distributed by the server using broadcast messages to the agent Checking this checkbox enables this broadcast Enable the transfer to agent list The transfer by agent ID ACD operation in the agent toolbar enables an agent to transfer a call to another agent without giving the agen s extension which may vary on every login of this agent instead the operation asks for the agent ID The system gives an op
77. Type Name Add Remove Quick Search ANI Prefixes ew Ready Figure 4 35 ANI Domains Destination Configuration Screen To open the Destination tab Click the Destination tab at the top of the Domain Configuration window The Destination tab comprises e Default Destination Select the required default destination Service CC Script or Device from this drop down list e Shifts List A list of all the currently defined shifts for the Domain For a shift with an Domain destination other than the default destination four fields are displayed Type of day to which the shift belongs Shift name Type of the destination for that shift Service CC Script or Device Destination name for Service or CC Script or DN for Device For details on defining shifts see Configuring the System Working Times This tab is only available in Enterprise Contact Center To add a destination for a shift other than the default destination Step 1 Click Add Step 2 Select the required shift from the list of shifts that appears and click OK Step 3 Select the destination To change a destination for a shift Step 1 Select the required shift from the Shift list Contact Center Administrator Manual 67 Configuring Customers Chapter 4 The Administration Application 4 11 Step 2 Select a different destination To remove a destination for a shift Select the shift from the Shifts list and click Remove
78. a shift Step 1 Check the Show Shifts Destination check box Step 2 Select the required shift from the shifts list Step 3 Drag the currently assigned group from the Groups into the Available Groups list Step 4 Select the required group from the Available Groups list and drag it to the Groups list box To remove a destination for a shift Step 1 Check the Show Shifts Destination check box Step 2 Select the required shift from the shifts list Step 3 Click Remove 4 8 4 Configuring Service Overflow Use the Overflow tab of the Service Configuration window to configure the overflow parameters for the service Calls that overflow after a certain amount of time actually expand the number of groups for which they are waiting There may be different overflow destinations in different overflow intervals For example call may be overflowed to groups x y and z after 20 seconds and to groups a b and c after 40 seconds In this example there are two intervals 20 and 40 seconds Groups are the only additional destinations to which a call can overflow Different overflow destinations can be defined for different times during the day shifts 46 Shorelel Chapter 4 The Administration Application Configuring Services FF EPICCenter Administration Services Z Entities Tools Sort Window Help V BB VA V Wl Bo He SB eSales Figure 4 22 o GO V OG A Service Overflow Destinations Quick Search S
79. a virtual DN used by the Director to identify the group This DN must be unique throughout the PBX numbering plan e Capabilities area Use this area to set the type of contacts such as e mail chat etc that the group can handle Any enabled capability reguires a proper license in order to login to this group Any agent who logs into this group will decrease the available licenses of this capability by one The number of licenses of each capability may be view in the system There is no way to view the number of currently uses licenses of each capability E Mail only Clicking this option allows the group to receive e mail contacts only To define the group for e mail check the E mail Only checkbox This option is only available in Enterprise Contact Center A group that only handles e mail calls may now be an e mail IRN destination only Other capabilities Clicking this option disables the E Mail option and allows usage of Chat Callback and Dial Lists b Chat Select Chat if the group is capable of handling chat calls If this checkbox is selected each agent that logs into this group requires a license for handling chat calls gt Callback Select Callback if the group is capable of handling outbound callback calls If this checkbox is selected each agent that logs into this group requires a license for handling outbound callback calls b Dial list Select Dial list if the group is capable of handling outbound Dial list c
80. able Groups list is a scrollable list displaying all the available groups The Group window shows which group has already been assigned to the service e Show Shift Destination Click this radio button to display the shift destinations that were defined for the service This option is only available in Enterprise Contact Center Contact Center Administrator Manual 45 Configuring Services Chapter 4 The Administration Application In the Shift Destination mode if Show Shifts Destination is selected the Shifts list appears displaying a list of all the shifts that have a destination group specified for service The Available Groups list which lists the groups that may serve as the service destination for the selected shift and the destination group box for the selected shift are also displayed To assign another group to the Default Destination Groups Step 1 Check the Show Default Destination check box Step 2 Remove the currently defined group by dragging it to the Available Groups list Step 3 Add a new group to the Default Destination Group by dragging it from this list into the Default Destination Group To add a shift to a service Step 1 Check the Show Shifts Destination check box Step 2 Click Add Step 3 The Add Shifts dialog box opens Step 4 Select the required shift and click OK The shift information appears in the shifts list A destination group appears in the Groups box by default To change the default destination for
81. ady logged on extension Logged In Status Prompt Defines the prompt that tells the caller that the extension being used is already logged on Logout option prompt Defines the prompt that tells the caller to change the current state and perform a logout Press 1 To Logout Otherwise Hang Up By pressing 1 the status change is initiated Otherwise the system will hang up the call e Logged Out Status This section is used if the caller is a non logged on extension Logged Out Status Prompt Defines the prompt that tells the caller that the extension being used is logged out not logged in yet Login option prompt Defines the prompt that tells the caller to change the current state and to perform a login Press 1 To Login Otherwise Hang Up By pressing 1 the status change is initiated Otherwise the system will hang up the call e The Get Agent Number tab When the Login is activated it compiles the agent number Prompt A voice file that prompts for the agent number Timeout Prompt Defines the prompt file to be played if the caller has not responded within the predefined time of Digits The number of digits to collect The system waits for the specified number of digits to be entered The number of digits is fixed Retry The number of times that the system tries to obtain the agent number when a timeout occurs Timeout sec Define the length of time in seconds that the system should wait for information to be entered
82. ain If this option is selected the system will try to match the call s CID Caller ID or ANI to one of the ANI domains defined in the system If such match is found then the system will apply the domain s routing rules for this call if one of the conditions below is true Contact Center Administrator Manual 57 Configuring IRN Chapter 4 The Administration Application FF EPICCenter Administration IRN RE te Od V BB TA nea EB ZE 8 Default Destination IRN 3572 Details Call Profile Skils Destination IRN 3572 0 9 Email Account Service hardware Service hardware Serice Storage ec Script DBConnectlekohot CC Script Check ANI in Ext_db_C CC Script DBConnectlekohot CC Script Check ANI in Ext_db M Route directly to Default Destination CC Script Script 98 Domain Routing Customer Routing lec Script S First play a Route by ANI Domains I Route by Caller ID CC Script Call Back x I Use Call Control Script CCS to collect Customer ID Domain routing precedes CC Script DEConnect lekohot customer routing CC Script CB xfr to option1 Service Storage ANI number for Callback Calls Service hardware CC Script DBConnectlekohot CC Script DBConnectlekohot Quick Search Figure 4 27 IRN Details Configuration Screen b Customer routing is disabled Route by Caller ID is not checked gt Customer routing is enabled
83. all The first group has priority over the second group when routing agent calls For this reason the Sort Order option cannot be used for this list For a full description refer to Call Answer Strategy in Configuring Agents Details e Available Groups Name of all the available unassigned groups in the system To assign a group groups to the selected agent Select the required group groups in the Available Groups list and drag it into the Agent Groups list or click the Add button To add all groups click the Add All button To un assign a group from the selected agent Click the group groups to be removed from the Agent Groups list and drag it into the Available Groups list To remove all groups click the Remove All button To change the order of the groups Click the group to be moved and drag it to the required position in the list Configuring Agents Skills This tab is only available in Enterprise Contact Center Use the Skills tab of the Agents Configuration window to edit the skills assignment for agents in the system If an agent is assigned a Call Answer Strategy of by best skill fit the system tries to match the skill of an agent with the specific requirements of a call Shorelel Chapter 4 The Administration Application Configuring Agent although if only one agent is free the call goes to that agent regardless of skills If many agents are available the system attempts to match the call requireme
84. all Board Administration Application The Wallboard Window e Group Changes the assignment of the selected parameter to a different group 6 3 3 The Wallboard Window The Pop up Tab A pop up message is a message that appears at a specific date and time or at specific time interval The pop up window allows you to define when and how these messages are shown on the wallboard amp Wall Board Wall Board Config Scenario Pop Up Message Library sue EE OE Add SA Edit Remove 1S Msg Editor 5 New E Delete Run Help Figure 6 7 Wallboard Window The Pop up Tab Eli The Messages Library on the left of the window contains all of the messages created in the Message Editor The Pop Up table on the right of the window contains the message names and the date and time of their appearance The five action buttons allow you to edit the Pop Up window as follows e Send Now Click Send Now to send the selected message to the wallboard It will appear immediately in the message scenario e Add Click Add to add a selected message to the pop up list on the right of the window The Add Message window opens e Edit Click Edit to edit the selected pop up message within the scenario for example to change the amount of time or the intervals that the message will be displayed e Remove Click Remove to remove a selected message from the pop up list e Msg Editor Click Msg Editor to open the Message Editor and edi
85. all Control Script can change the Call Profile of the processed call The CP can be used to affect the routing of the call by for example changing or setting the service or priority required by the call adding information about the caller in user defined fields etc The caller can change the call profile when the script defines actions that require caller input such as a menu In this way the caller can contribute to the routing process Contact Center Administrator Manual 117 Using CCS Administration Chapter 5 CCS and GCSS Administration Application 9 2 9 2 1 118 Using CCS Administration The CCS Administration Screen The Contact Center CCS Administration window contains the following areas File Tools Help all actions Collect Callback info hello Login Login fail confirm Action a E E E Logout E Release E Resume Sample First Ann Sample Incomplete Sample Mandatory Ann Sample Music E Sample Second Ann m SAL Wait Time in queue Comment for Script 15 Call Profile Modifier Call Profile Field Value Editor Figure 5 1 CCS Administration Main Window e Menu Bar The menu bar at the top of the window provides options for adding scripts saving changes and setting options Scripts This area at the top left of the window lists all the currently defined scripts in the application From this area scripts and their actions can be viewed and modified e Description This area at
86. all parameter value is not equal to compare value lt Call parameter value is less than compare value gt Call parameter value is greater than compare value lt Call parameter value is less than or equal to compare value gt Call parameter value is greater than or equal to compare value Else An Else otherwise operation can be implemented for no previous match was found Constant or CP field Constant Compare with constant value define the value in the edit box CP field Select the CP field to compare with from the drop down menu list The following fields are relevant to CCS Administration only In GCCS Administration the Branch option is implemented by the matched exit point If condition is TRUE branch to a script Set a destination script to branch to when the condition is TRUE If condition is FALSE branch to a script Set a destination script to branch to when the condition is FALSE Configuring the Dial Digits Action This feature is only available in Enterprise Contact Center The Dial Digits action allows the system to dial digits to the other call s party It may be used for example in outbound calls to send DTMF digits to the other party if the other party is an automatic machine that responds to DIME The dialed digits may be predefined or may be the contents of a CP field dial predefined digits _ dial digits from CP field dialing protocol
87. allback File Action To add an Play Callback File action to a script Right click the required script position the cursor on the Insert Action option and select Play Callback File from the Actions menu The action area displays the following fields and check boxes for configuring the Play Callback File script action e File to play to customer Select the file to be played if a person answers the call e File to play on answering machine Select the file to be played if a machine answers the call Configuring Play File Action The Play File action plays a pre recorded voice file to the caller The file name may be either defined in the action predefined or dynamically defined by a content of a CP field Contact Center Administrator Manual 149 CCS GCCS Available Actions Chapter 5 CCS and GCSS Administration Application Properties for Play File Predefined file name Clear D Use CP field TimeOut eol _ Play continuously in a loop Clear DTMF on start _ Stop prompt on DTMF Figure 5 24 GCCS Administration Play File Action To add a Play File action to a script Right click the required script position the cursor on the Insert Action option and select Play File from the Actions menu The Action area displays the following fields and check boxes for configuring the Play File script action e Predefined File name Check this radio button if the action
88. aller in queue Properties for Announce Place In Queue file to play start file to play end place in queue offset Figure 5 8 GCCS Administration Announce Place in Queue Action 130 Shorelel Chapter 5 CCS and GCSS Administration Application CCS GCCS Available Actions 9 4 3 To add an Announce Place in Oueue action to a script Click the right mouse button on the required script position the cursor on the Insert Action option and select Announce Place in O from the Actions menu The Action area displays the following fields for configuring the Announce Place in O script action e File to play start Select the recording that precedes the place in queue announcement e File to play end Select the recording that follows the place in queue announcement Place in queue offset Enter a number to be added to the true queue position in order to offset the caller s position This allows a high priority call to go before someone in line without the person in line querying the wait time Configuring the Announce Wait Time Action The Announce Wait Time action announces the expected wait time in the queue for this call om een file to play start crear l file to play end eer wait time offset sec 2 a resolution 10 sec N Figure 5 9 GCCS Administration Announce Wait Time Action To add
89. alls If this checkbox is selected each agent that logs into this group requires a license for handling outbound Dial list calls This option is only available in Enterprise Contact Center e Statistical parameters area The Statistical section of the Group Details window enables you to configure various time interval parameters that are relevant to the monitoring of calls in the Contact Center system for the selected group Short Call threshold A number representing the number of seconds after which a call must end designated as a short call in the Contact Center Reports Target ASA Target Average Speed of Answer The amount of time in seconds that should elapse between the moment a call is received to when it is answered This parameter is used to calculate the group s Target Service Factor TSF Max ACD Call Time A number representing the number of seconds that a call must exceed to be counted as a long call 26 Shorelel Chapter 4 The Administration Application Configuring Groups Interval Time Determines the time period that will be monitored in the real time reports for the group If this field is set to ten minutes for example the real time report for that group will show statistical information relevant to the last ten minutes Service Time Intervals This parameter determines the time intervals in which calls are monitored The calls can be viewed in STI histogram reports that show the
90. ameters defined in this tab zA EPICCenter Administration Services zi Entities Tools Sort Window Help UV Bi V A V M Bo s ZB Name Service Audio Video Details Ann Plan Destination Overflow Interflow No Agents Brands email senice Numbering plan None Try to callback for hour s hardware Note Default destinations are used T CC Script before transfer to agent when shift destinations are not defined printers Software Show default destinations M Agent confirmation required Storage Show shifts destinations Support email Wait for agent confirmation 10 sec s Systems Type of Day Shift Name Available Groups x Audio Video Callback General Callback Hardware Group ia J ens Quick Search S J Destinations Time Ranges New Figure 4 25 Services Callbacks Configuration Screen To open the Callback tab Click the Callback tab at the top of the Service Configuration screen The Callback tab displays two tabs containing the following options e The Destination tab Show Default Destinations Click this option to display the default destination for the services callback calls The default destination is used if no Callback destination per shift is valid for the current day and time In Default Destination mode that is if Show default destination is selected the Available Groups list appears displaying a l
91. an Announce Wait Time action to a script Click the right mouse button on the required script position the cursor on the Insert Action option and select Announce Wait Time from the Actions menu The action area displays the following fields for configuring the Announce Wait Time script action e File to Play Start Select the recording that precedes the wait time announcement e File to Play End Select the recording that follows the wait time announcement e Wait time offset sec Enter a number of seconds to be added to the expected wait time in order to offset the caller s wait time This allows a high priority call to go before someone in line without the person in line querying the wait time e Resolution Defines the minimal resolution of the time announced If for example it set to ten seconds any time that is smaller is rounded up It means that the wait time of fifteen seconds will be announced as twenty seconds 5 4 4 Configuring the Branch To Script Action This feature is only available in Enterprise Contact Center Contact Center Administrator Manual 131 CCS GCCS Available Actions Chapter 5 CCS and GCSS Administration Application The Branch To Script action stops processing the call according to the current script and continues processing the call according to the specified script Properties for Branch Branch To Script Login v Sample First Ann Sample Incomplete Sample
92. anual 159 The Message Editor Window Chapter 6 Wall Board Administration Application 160 aix Message Library Finance Message Name Email Default Group S NE Linel Calls in Queue lt Que calls gt Calls in Queue lt Que calls gt Line2 eSupport eSales r Figure 6 2 Message Editor Window A new message can be created or an existing one can be edited using the following fields and buttons in the Message Editor Message Library The Message Library displays the messages that are available for use in the wallboard Each time a new message is created it is placed in the Message Library The Message Library is displayed both in the Message Editor and the Wall Board window in the same format A message is not removed from the list after being added to a scenario allowing you to use any message an unlimited number of times Message Name This field displays the name of the selected message When creating a new message you must fill in this field When modifying an existing message you have the option to change the message name The message name can contain a maximum of 32 characters Default Group For any parameter in any message a group must be assigned in order to be displayed The parameters group may be defined in various stages during the process of inserting a message to a scenario or to a popup Line 1 This area displays the first line of the selected message This read only area displays modificati
93. as a working non working day by selecting the Working Day check box Step 5 Click Ok to save the new day type configuration To Edit the Color and or Working Definition of a Type of Day Step 1 Right click the day type to be edited in the left column of the System Defined shifts area and click Edit The Edit Type of Day dialog box appears Step 2 Define the reguired color for the day type by adjusting the Red Green or Blue scroll bars Step 3 Define the day type as a working non working day by selecting the Working Day check box Step Click OK to save the new configuration To Delete a Day Type Right click the day type to be deleted in the left column of the System Defined shifts area and click Delete You cannot remove a day type that is currently being used in the calendar If you want to remove this specific type of date or day then you must first un assign it before removing it Contact Center Administrator Manual 91 Configuring General System Parameters Chapter 4 The Administration Application 4 18 2 92 To Add a New Shift Right click anywhere in the right column of the System Defined shifts area and click New A line appears enabling you to enter a name and start time for the new shift To Edit the Start Time of a Shift Select the information to be edited and type in the new shift name or start time as required To Delete a Shift Right click the shift to be deleted and click Delete Configuring the System
94. at should be entered to signal the end of the number Usually or Retry The number of times that the system will try to obtain the callback number when a timeout has occurred Timeout sec Define the length of time in seconds that the system should wait for information to be entered Announce Destination Check this box if you want the information entered to be read back to the caller Prompt This is the announcement preceding the information read back for example The number you have dialed is Customer Feedback Prompt This is the prompt for information confirmation For example To confirm this number please dial one To change the number please dial two Confirmation Digit Define the digit to be dialed for confirmation Retry Digit Define the digit to be dialed to re enter the information e Get Time Tab Callback Time Click this radio button if you want the customer to enter a specific time to be called back This time is entered in five digits using the number 2 and 7 to denote am and pm for example for 7 00am dial 07002 2 denotes am for 4 55pm dial 04557 7 denotes pm Callback Period Click this radio button if you want the customer to enter how long the system should wait before callback This time is entered in four digits for example For 2 hours and 10 minutes dial 0210 Prompt A voice file played to the customer prompting them to enter the time they want to be called back T
95. at the caller hears music before the next announcer e Secondary Announcers Use this area to define the following details for up to 20 secondary announcements that are played according to Secondary Cycle settings while the caller is waiting in the queue No The sequential number of the announcement The announcer must be defined before clicking the check box Source The CC script used for the announcement Time The length of time in seconds that the caller hears music before the next secondary announcer e Secondary Cycle Once you have defined secondary announcements click one of the following options Cycle All To play all secondary announcements over and over Cycle Last To play the last secondary announcement over and over No Cycle To play the secondary announcements only once e Add Click Add to add a row at the end of the Secondary Announcers list to add the details of an additional secondary announcement 44 Shorelel Chapter 4 The Administration Application Configuring Services e Insert Click Insert to insert a new row in the Secondary Announcers list according to the position of the hand pointer in the list In this row enter the details of an additional secondary announcement e Delete Click Delete to delete the last or a selected announcement from the Secondary Announcers list In some environments the music source is a special device s in the PBX In those environme
96. atistics for 20 domains Group by domain statistics is provided I Provide agent by domain statistics Agent Idle state color Figure 4 53 System MIS Configuration Screen To open the MIS tab Click the MIS tab at the top of the System Configuration window The MIS tab comprises e Historical reports basic interval The interval that presents data in Historical Reports The options are 15 minutes 30 minutes or 1 hour The basic interval determines the resolution of historical reports A smaller interval gives historical reports a higher resolution The interval also determines the amount of disk space needed for the user database Smaller intervals require more disk space to store the information For larger intervals less disk space is needed Contact Center Administrator Manual 93 Configuring General System Parameters Chapter 4 The Administration Application 4 18 4 94 Company name The name of the company to appear at the bottom of the historical reports e TSF Formula Click the appropriate option to define how the TSF is calculated Answered The percentage of calls answered within the Target ASA out of calls routed and answered by the group Abnd after TASA The percentage of calls answered within the Target ASA out of calls routed and answered by the group and calls routed to the group and abandoned after the Target ASA Accepted The percentage of calls answered within the Ta
97. avigational buttons below the list to move up or down the list return to the beginning or jump to the end of the list e New Clicking New to activate a wizard to add a new IVR Application to the list e Delete Clicking Delete to remove an IVR Application from the list e Tabs Area This area at the right of the IVR Application list contains one tab that enables the configuration of the selected IVR Application Details To add a new IVR Application to the list Step 1 Click New below the IVR Applications list The New IVR Application Wizard opens Step 2 Enter the Name Min handling time Max handling time and interval time explained in the Configuring the IVR Application Detail of the new IVR Application as reguested by the wizard and click Finish The newly defined IVR Application will appear in the IVR Applications list Click the arrow on the right side of Finish to add additional applications Contact Center Administrator Manual 83 Configuring Mail Accounts Chapter 4 The Administration Application 4 16 1 4 17 84 To delete an IVR Application from the IVR Applications list Select the IVR Application to be removed from the list and click Delete Configuring IVR Application Details This tab is only available in Enterprise Contact Center Use the Details tab of the IVR Application Configuration window to configure information about the IVR Applications in the system FF EPICCenter Administration IVR Appli
98. bar The System Configuration window comprises e Working Times The working hours of the contact center e Call Profile Dynamic information that is attached to each call in the system This option is only available in Enterprise Contact Center e PBX CTI Link Use this configuration screen to set the parameters that will be used to connect to the telephony system PBX The content of this configuration screen varies according to the PBX type e MIS General MIS information e Misc Miscellaneous parameters for handling calls e IVR Ports The assignment of IVR port to a device in the telephony system It is also used to define Distributed IVR servers e Skills The assignment of skills to agents in the system This option is only available in Enterprise Contact Center e Incomplete The incomplete routing destinations in the system e Wrap ups The wrap up codes for each group in the system e Outbound System wide parameters that are used by the outbound capabilities callbacks and returning to abandoned callers e Internet Used for configuring system parameters for utilizing internet capabilities Chat and Email This option is only available in Enterprise Contact Center e Management Management is used to view the licenses that are available for this system in addition to configure an automatic DB backup e Interfaces The Interfaces tab is used to configure interfaces to external applications for example organizational
99. bs Area The area to the right of the Customer list contains two tabs to configure details and skills for the currently selected customer To add a new customer to the list Step 1 Click New below the customer list The New Customer Wizard opens Step 2 Enter a Name Customer ID and Initial Caller ID for the new customer in the appropriate fields When the new customer is defined new Caller IDs can be added to the customers Call IDs list Step 3 Click Finish The newly defined customer appears in the customer list 4 11 1 Configuring Customer Details 68 To open the Detail tab Click the Detail tab at the top of the Customer Configuration window The Detail tab comprises e Name The name of the selected customer Shorelel Chapter 4 The Administration Application Configuring Customers FF EPICCenter Administration Customers zi Entities Tools Sort Window Help y VA V WI B s H VHS Quick Search Mew Customers Name Customer Cars Reseller In Cars Reseller In Skills Name Ears Reseller In Customer ID 2345678 Prefered Service Sales Initial Priority 45 v Caller IDs Email Addresses New Delete lt a b Lal Figure 4 36 Customers Details Configuration Screen Customer ID A unique number that is used to identify the customer The system when there is no ANI uses the contents of the call profile Customer Number field to search the custome
100. cations i Entities Tools Sort Window Help 0 V BB V A V WI Bo EJ VES IVR Application Name Main Menu Manors Details Name Main Menu Min handling time 1 Max handling time 45 Interval time 30 Quick Search Delete IVR Applications Figure 4 47 IVR Applications Details Configuration Screen To open the Details tab Click the Details tab at the top of the IVR Application Configuration window The IVR Application Details Configuration window comprises e Name The name of the IVR application e Minimum Handling Time A figure representing the number of seconds in which a call must end in order to be counted as a too short call e Maximum Handling Time A figure representing the number of seconds that a call must exceed in order to be counted as a too long call e Interval Time The interval time refers to the size of the sliding interval used for calculations If this field is set to ten minutes the real time report for that group will show statistical information relevant to the last ten minutes Configuring Mail Accounts These features are only available in Enterprise Contact Center Shorelel Chapter 4 The Administration Application Configuring Mail Accounts 4 17 1 A Mail Account is a destination for emails in the system It may be assigned to IRN and becomes an entry point for emails routing The Mail accounts configuration screen enables the adminis
101. cedures are automatically carried out at this time To open the Backup tab Step 1 Click the Management tab at the top of the System Configuration window Shorelel Chapter 4 The Administration Application Configuring General System Parameters FF EPICCenter Administration System Bi Entities Tools Window Help 0 V 3 V A V WI Bo He CEs Call Profile PBX CTI link MS Misc IVR Ports Skills Incomplete Tagged Codes Outbound Internet Management interface S Backup Schedule Destination Path backup Daily Keep 3 2 Generations Backup Now Start Time 10 00 PM w M Weekly Keep 2 24 Generations V Monthly Keep 2 5 Generations Day of week Friday x Day of month 1 Refresh Backup Log Backup Log Schedule Db File Log File Started Finished Status type Save Config data Licensing Save Undo Help Figure 4 65 System Database Backup Configuration Screen Step 2 At the bottom of the screen click the DB Backup tab The Backup tab comprises e Backup Schedule Set the following parameters to define database backup policies and scheduling Destination Path The network location where the backup files are stored The path is related to the server root directory Use a complete pathname and avoid using a mapped drive such a drive is as mapped in the server Start Time From the drop down list select a start time for the backup pro
102. cess Daily Check this box to set the backup on a daily basis Keep Set the number of daily backup generations to be kept Weekly Check this box to set the backup on a weekly basis Keep Set the number of weekly backup generations to be kept Day of the Week Set the day of the week to start the backup Monthly Check this box to set the backup on a monthly basis Keep Set the number of monthly backup generations to be kept Day of the Month Set the day of the month to start the backup e Backup now Click this button to start the system backup procedure immediately This action gives you a yes or no option as to whether to continue the procedure since backup puts a heavy load on the system e Save Config Data Create a database that contains only the administrative tables without the statistical tables data Contact Center Administrator Manual 109 Configuring General System Parameters Chapter 4 The Administration Application This action gives you a yes or no option as to whether to continue the procedure since backup puts a heavy load on the system e Backup Log Historical log of all the backup files that are kept in the system 4 18 15Restore from Backup 110 To restore a backed up database Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 The Contact Center Administration Server should not be active during the process Copy the DB clr_db directory
103. ck box is also checked but there is no domain match Use Call Control Script for calls w out ID Click this check box to route calls that enter the selected IRN according to the contents of the Caller ID field in the call profile even when there is no ANI A Call Control Script should be defined before checking this option This script should fill the Caller ID field in the call profile with a valid customer If the script is completed without this option the call will be routed according to the normal IRN routing rules Otherwise the system searches the customer list by the caller ID If the customer is found the system uses the customers settings to route the call If the customer is not found the call is routed by the IRN routing rules e ANI number for Callback calls Type in a number that should appear as the caller id for any callback call that the system will generate for this IRN The IRN for callback call is the IRN through which the call that requested the callback was entered There is no validity check on this number 4 9 2 Configuring the IRN Call Profile The Call Profile tab of the IRN Configuration window enables you to set the initial values in the call profile fields of calls that enter the IRN In this page you can define both mandatory fields and user fields Mandatory fields include compulsory call profile information such as call priority User fields contain optional call profile information that is used for fur
104. count on the OMS in order to send email SMTP If the outgoing mail requires authentication the Server requires authentication checkbox is checked then there are two options 1 Use the same authentication parameters as in the incoming connection In this case the User Name and Password parameters are disabled 2 Ifthe server requires a different account name to send emails fill the correct user name and password User Name If the server requires different user parameters to send email fill in the name of the mail account Password If the server requires different user parameters to send email fill the mail account password e Incoming Mail Protocol The protocol that sets the rules for receiving incoming mail The currently only valid option is POP3 e Port This parameter is used to connect to the OMS This is the default setting in most mail servers If there is a connection problem please verify the valid port with your mail server administrator and change this value accordingly 4 18 Configuring General System Parameters The System Configuration window allows a supervisor who has been assigned supervisor administrator access level to configure various definitions and parameters that affect the behavior of the entire system 88 Shorelel Chapter 4 The Administration Application Configuring General System Parameters To open the System Configuration window Click the System icon in the tool
105. creen To open the Scheduling tab Click the Scheduling tab at the top of the Dial Lists Configuration window The Scheduling tab comprises e Active Date Intervals The date ranges on which the dial list becomes active From Double click From to display a calendar Select a start date for the current interval To Double click To display a calendar Select an expiration date for the current interval The value 00 00 00 00 means that there is no expiration Start Periodically If any value other than None is selected the system will periodically restart the dial list i e will re read the numbers to dial from the external database with the defined date interval For example if the date interval is between Aug Ist to Aug 31st and the period is weekly the system will restart the dial list every week within August Shorelel Chapter 4 The Administration Application Configuring Dial Lists Call Profile The following values are possible None Daily Weekly and Monthly Add Click Add to add date interval Remove Click Remove to remove the selected date range from the list e Active Week Days and Time Intervals Check the various boxes to indicate which days the dial list should be active e Specified Time Range Check this box if you would like to specify time ranges Time ranges may be applied to all the active days of the week or to a specific day of the week A time range means that the dial list wil
106. ct the email account represented by this DNIS number IRN Number Check this box if the DNIS number represents an entry point for Voice or Chat contacts In this case select the IRN number represented by this DNIS number Target ASA Target Average Speed of Answer The amount of time in seconds in case of a Voice or Chat DNIS or in hh mm in case of an email DNIS during which the call should be answered from the time it is received This parameter is used to calculate the DNIS Target Service Factor TSF Min Talk Time The amount of time in seconds in case of a Voice or Chat DNIS or in hh mm in case of an email DNIS in which a call must end in order to be counted as a too short call in the Contact Center Reports Contact Center Administrator Manual 71 Configuring Dial Lists Chapter 4 The Administration Application 4 13 72 Max Talk Time The number of time in seconds in case of a Voice or Chat DNIS or in hh mm in case of an email DNIS in which a call must exceeded in order to be counted as a too long call in the Contact Center Reports Interval Time Determines the time period that will be monitored in the real time reports for the DNIS If this field is set to ten minutes for example the real time report for that DNIS will show statistical information relevant to the last ten minutes DNIS Time Intervals This parameter determines the time intervals in which calls are monitored The calls can be viewed in STI histogram rep
107. cted this check box allows the agent to add remove columns to from the different windows with which the agent works e Windows Allowed This set of options gives denies the agent the permission to use each of the windows with which the agent works Setup When selected this check box allows the agent to use the setup window If Setup is not checked the Change Toolbar Layout Checkbox will be grayed out Call Status When selected this check box allows the agent to use the call status window This window displays each active call at the agent extension active means a call on hold a ringing call a call the agent is talking and so on Queue Calls If checked enables the agent to use the ACD calls window This window displays all calls currently waiting in queues that are relevant to the agent The agent may double click a call to answer it Calls Log When selected this check box allows the agent to use the calls log window This window displays all calls that were handled by the agent during the current shift since last primary login and gives the agent the ability to add log information on each call Telephone Manager When selected this check box allows the agent to use the telephone manager option Contact Center Administrator Manual 23 Configuring the Agents Class Of Service COS Chapter 4 The Administration Application Desktop Wall Board When selected this check box allows the agent to use the desktop wall
108. d to define for each supported language the gender in which the numbers will be announced Type Choose from decimal or integer Decimal Places This field is active only if decimal is selected in the type field It defines how many digits to the right of the decimal point are to be announced Negative Number Prompt Select the file that plays the recording denoting a negative numerical prompt Before Number Check this box if the Negative Number prompt file should be played before the number Positive Number Prompt Select the file that plays the recording denoting a positive numerical prompt Before Number Check this box if the Positive Number prompt file should be played before the number File to Play end Select the file that plays the concluding announcement Highest No Announced This area states the highest number announced Anything above this number will be announced in single fragments Digit by Digit In this format the system will announce the contents of the announced field digit by digit This may be used to announce social security numbers Language Gender table This table is used to define for each supported language the gender in which the numbers will be announced Negative Number Prompt Select the file that plays the recording denoting a negative numerical prompt Before Number Check this box if the Negative Number prompt file should be played before the
109. day The Start Time is marked as the starting time of the shift Contact Center Administrator Manual 89 Configuring General System Parameters Chapter 4 The Administration Application zi EPICCenter Administration System EDER a x 1 Entities Tools Window Help VYVBI VA Ma oS NBO Call Profile PBXCTlink MS misc IVR Ports skits Incomplete Tagged Codes Outbound Internet Mana 41 a Day Types Shifts Sun Monl Tue Wedl Thu Fri Sat Name Work Color ShiftName Start Time Weekend p 7AM Friday 07 00 am Weekday 4 30PM Friday 04 30 pm Figure 4 51 System Working Times Configuration Screen To open the Working Times tab Click the Working Times tab at the top of the System Configuration window The Working Times tab contains the following two areas e Calendar This area displays the calendar for the current working month Days are color coded according to their type e System Defined Shifts Left Column A list displaying each currently defined day type its color coding and an indication of whether or not it is a working day Right Column A list displaying the currently defined shifts for the selected day type For each new shift a name and start time are displayed In this area you can add a new shift edit the start time of a shift and or delete a shift from the list To scroll to the previous next month In the calendar click the arrow at the top bo
110. dded to the message and displayed in the work area of the Message Editor in the form of paragraph marks The number of paragraph marks reflects the number of characters the parameter will take on the wallboard as defined in the Length field in the Parameters sub window Parameters and groups cannot be added to or edited in this application From the Parameters List you can select any of the following parameters to be included in your message General Parameters e Grp name Use this parameter in order to display the name of the group e Grp num Use this parameter in order to display the group number Shorelel Chapter 6 Wall Board Administration Application The Message Editor Window Currently in Oueue Oue calls Number of Incoming ACD calls waiting in the groups gueue Above T ASA Number of Incoming ACD calls waiting in the groups gueue more then T ASA seconds Avg gue time Average wait time of Incoming ACD calls waiting in the groups gueue Max que time Longest wait time of Incoming ACD calls waiting in the groups queue STI 1 STI6 One more step in the STI will be the target ASA in order to see how many call wait more than the target ASA Information for now Agents Number of logged in agents Rls agns Number Of Agents On Release Wr Up agns Number Of Agents On Wrap Up Idle agns Number Of Agents On Release ACD agns Number Of Agents On Release Non ACD agns Number Of Agents On Release Too long talk Number Of
111. defined you can assign multiple skill levels to call destinations Wrap Up Codes Agents enter the wrap up code when they have finished handling a call In most cases wrap up codes are internal codes that provide information for evaluating calls for statistical reporting including types of call request or complaint level of required action urgent regular or low and status of the deal closed or needs recall Interfaces To automate your contact center operation you can integrate ShoreTel Contact Center Solution with your Customer Relationship Management CRM software or other business applications This allows the contact center to be more closely tied to your customer information and to improve your customer service Contact Center Administrator Manual 11 Management Entities Chapter 3 ShoreTel Contact Center Entities Incomplete destination When a call enters the system with no valid routing destination the ShoreTel Contact Center Server routes it to the incomplete call destination Internet You can control the chat session settings for agents including the maximum number of chat calls details about the transcripts sent to callers and Email parameters such as concurrent Email connections and the number of Emails an agent can request Management You can control the licensing definitions for the lock device to set the current number of agents including agents handling incoming and outbound calls and using chat option
112. der to continue the agent must logon again whether through new agent application or through the telephone as a PCLess 4 18 5 Configuring System IVR Ports 96 IVR ports are devices in the PBX thus they have dial numbers These ports are controlled by the system When a call is connected to an IVR port the system can interactively handle the caller giving the caller voice prompts and get the caller input Shorelel Chapter 4 The Administration Application Configuring General System Parameters IVR ports are TAPI Wave based where there are no physical connections between the PBX port and the system In this environment cards and channels are irrelevant Nevertheless since the IVR supports both types the configuration screen looks the same For TAPI Wave based IVR ports define a single card to each server and for each such card define all TAPI ports on each server The channel numbers should be just assigned sequentially 24 EPICCenter Administration System EDER O zi Entities Tools Window Help a x 0 V BB V A V MI B Fr rue VAs Working Times Call Profile PBX CTI link mis Misc kils Incomplete Tagged Codes Outbound Internet Mana Sl Advanced Clients Connection Type Ports List Client Card Type Dial Number Channel IVR Server X E 9031 1 9033 sa 9034 a 9035 s2 9036 sj 9037 Tej 9038 sa 9039 s2 9040 10 24 9041 a 9042 12 2 v Delete New Delete N
113. dministration in the system interfaces configuration screens The followings fields are relevant to CCS Administration only In GCCS Administration the Branch option is implemented by the matched exit point e Branch to Script In this field you can define another script to which you want to branch Configuring the SOLExecute Action This feature is only available in Enterprise Contact Center The SOLExecute action enables you to send a guery to the database to obtain specific information The guery is a SOL statement For example the guery may find and retrieve the caller s priority and update the call profile call priority value If the result of the query is more then one record there is an option to loop over the result set using the Get Next Record action and to perform actions on every record fetched In order to do so the SOLExecute action has a name that is referred by the Get Next Record action Shorelel Chapter 5 CCS and GCSS Administration Application CCS GCCS Available Actions The SOLExecute action assumes that the connection to the database has already been made Properties for SOL Execute Query Name SOL Query Connection Name Honda Customers z Execution TimeOut 20 S Handle Single Record D Handle Multiple Records Update number or records found in CP field SQL Query Assign column from DB to update CP field CP Field Column a Figur
114. e Document Conventions The following conventions are used in this guide e Data entry fields hypertext links control buttons keywords and other items within the system management interface are in a boldface font e Information that you enter in data fields are in a data entry font Contact Center Administrator Manual i Preface Disclaimer li The information contained herein is proprietary to ShoreTel and may not be stored reproduced translated or transmitted in any form or by any means in whole or in part without the prior written consent of ShoreTel ShoreTel makes no warranty of any kind express or implied with regard to this material including but not limited to description quality merchantability and fitness for a particular purpose or any other matter Shore Tel shall not be liable for any error or omission contained herein or for incidental or conseguential damages resulting from furnishing performance or use of this material Any representation s in this document concerning performance of ShoreTel product s are for informational purposes only and are not warranties of future performance either express or implied ShoreTe s standard limited warranty stated in its sales contract or order confirmation form is the only warranty offered by ShoreTel in relation thereto ShoreTel makes no commitment to update or keep current the information herein and all information herein is subject to change at any t
115. e This option is only available in Enterprise Contact Center To edit the optional call profile user fields for the selected IRN select the name of the field to be edited and enter the required value in the appropriate field e Available User A list of all the available user fields Add new user fields to the User Fields list by dragging them from this list into the User Fields list This option is only available in Enterprise Contact Center 4 9 3 Configuring IRN Skills The Skills tab configures the agent skills required for handling calls entering this IRN An agent s skill is measured by two factors capability and preference The value assigned to a skill is a combination of these factors measured as a percentage To open the Skills tab Click the Skills tab at the top of the IRN Configuration window The Skills tab comprises e Skills The name and value of the currently required skills for the selected IRN e Available Skills The available skills in the system Add new skills to the Skills list by dragging them from this list into the Skills list FF EPICCenter Administration IRN DAR i Entities Tools Sort Window Help MAAE EA L i 4 RE IRN Default Destination IRN 8000 ervice a Details Call Profile Skills Destination Reguired Skills Available Skills Name Value Name eSales BMW 30 eCust BMV eCust Honda eCust Mazda eSales Honda eSales Mazda Quick Search H a
116. e 5 30 GCCS Administration SQL Execute Action To add a SQLExecute action to a script Right click the required script position the cursor on the Insert Action option and select SQLExecute from the Actions menu The Action area displays the following fields and check boxes for configuring the SQLExecute script action Query Name A name that may then be referred by the Get Next Record action in order to loop over all the records fetched by the SQLExecute action e Connection Name This field displays the name of the database that you are currently connected to Response Timeout In this field you define the period of time that the system will try to query the database before timing out e Handle single Record Handle single Record e Handle multiple records Check this radio button if the query is expected to fetch more then one record In this case use the list box below to select a CP field in which the system will set the number of fetched records Use the Get Next Record action to perform actions for every record fetched e SQL Statement In this field you enter the query that you want to send to the database The query is a SQL statement and contains an input amp output command The database administrator is usually responsible for writing this statement No automatic syntax checking are performed on this field e Assign Column for DB to Update CP Field To insert a new CP Field to the list of fields to be updated right c
117. e dial list Contact Center Administrator Manual 77 Configuring Dial Lists 4 13 4 Configuring Dial List Scheduling 78 Chapter 4 The Administration Application e SQL Statement on Success The SQL Statement used to update the database when there is a successful call e SQL Statement on Single Failure Still Under Retries The SQL Statement used to update the database upon failure busy no answer and so on while retries are still in effect e SQL Statement on Final Failure The SQL Statement used to update the database when there is a failure after the last retry This tab is only available in Enterprise Contact Center The Scheduling tab of the Dial Lists Configuration window contains the parameters that defines the dates and times the dial list will be active FF EPICCenter Administration Dial Lists i Entities Tools Sort Window Help UV BB V A V Wl Bo 4 Vo Dial List Name Service Name Honda Customers Active Date intervals From To Start Periodically Daily eekly Active Week Days and Time Monthly 18 02 2007 ei None v Active Day of week V Sunday Details Input Output Scheduling call Profile Skils Add Remove Monday Tuesday Wednesday Thursday Friday AAAA Saturday Quick Search From To caa z Save Undo New Delete Ready Figure 4 42 Dial Lists Scheduling Configuration S
118. earch m a b Lal New Save Undo Help Services Figure 4 19 Services Details Configuration Screen To open the Details tab Click the Details tab at the top of the Services Configuration window The Details tab comprises e Name The name of the selected service e Agent Search Criteria The Agent Search Criteria defines the method by which an available agent is selected for a call that enters the service This method is used whenever a call enters the service and there is more than one available agent to handle the call If only one agent is available at that time that agent will get the call The followings options are available Longest Idle Agent The call will be assigned to the agent who is idle the longest Terminal The call will be assigned to the first available agent in the list of agents for the group i e an agent that appears higher in the list is preferable to agents lower in the list Thus agents can be listed according to the order of their ability The order is defined in Configuring Groups Agents Circular The system searches the group s agent list starting from the last agent to receive a call for the next available agent This method attempts to distribute calls equally between agents in the group Best skill fit The service will look for the agents whose skills best fit the requirements of the call In case where two agents with the same skill fit are found the service
119. efinitions Email Assigning Mode Email address assigning to position computer Number of concurrent read emails connections Number of concurrent send emails connections Save Undo Help Figure 4 63 System Internet Parameters for Email Configuration Screen To open the Internet Mail tab Click the Internet tab at the top of the System Configuration window and then click the Mail tab below The Internet Mail tab comprises e Email Assigning Mode The email assigning mode is set according to site needs and the way email clients such as Outlook are configured In sites where free seating is important the personal assigning mode is preferred but it is possible only if the site mail configuration supports it In order to work in personal assigning mode an agent must log into a computer with a user name that matches Shorelel Chapter 4 The Administration Application Configuring General System Parameters the email client configuration If they do not match only the computer assigning mode is available Email address assigning to position computer In this mode when the agent logs on the system uses the email address as entered by the agent in the logon dialog box The system ignores the email address defined in the agent s details administration screen This mode enables free seating of email agents Email address assigning to agent personal In this mode when the agent l
120. efore transferring the call to an agent Try to callback for hour s This field allows the administrator to set limits between the time that the callback was supposed to be dialed and the time it is actually dialed Agent confirmation Required Check this check box to make the callback work in a preview mode In this mode whenever an agent is reserved for this type of a call a window pops up to the agent displaying the call s parameters and asking him whether to accept or reject the call Only if the agent accept the call the call would be transferred to him Wait for agent confirmation sec If Agent confirmation mode is selected the system will wait this amount of time for the agent to confirm the call If within this amount of time the agent will neither accept nor reject the call the system will behave as if the agent rejected the call In this case the system will force release the agent e The Time Ranges Tab This tab is used to define limited time ranges The service will generate call back calls only within these time ranges If no time range is defined the system assumes a 24 hour time range Specified Time Range Check the box if the callback should be made within a specified time frame When checked the From and To area becomes active The From and To Time Ranges Area Click the Add button and select the hours minutes and seconds either manually or using the arrows To remove a time range select i
121. em Contact Center Administrator Manual 37 Configuring Supervisors 4 7 2 38 FF EPICCenter Administration Supervisors zi Entities Tools Sort Window Help amp V 3 V A V WI Bo He CEs Chapter 4 The Administration Application Name Quick Search e Delete Figure 4 16 Supervisor Charles SRN 0 runs Super Guns ea Name Charles Password Agent Name not an agent Supervisor Permissions C Supervisor Administrator Entity Administrator Entity Monitoring IV can view real time reports can view historical reports can administrate reader board Supervisor Details Configuration Screen e Agent ID The agent ID for the supervisor This Agent ID is used when the supervisor activates the Agent application thus bypassing the Agent logon procedure e Access Level This area displays a list of privileges that may be assigned un assigned to a supervisor Click one of the following radio buttons to assign a supervisor s access level Supervisor Administrator This supervisor may access and modify all the system entities Entity Administrator This supervisor may access and modify all the system entities except for supervisor details Entity Monitoring This supervisor is has limited access to Supervisor and Wall Board Administration To configure a Supervisor with Entity Monitoring level access the following check b
122. er Groups A super group is a collection of agent groups aggregated for statistical and reporting purposes Super groups may contain several agent groups providing a way to divide an organization into departments and analyze the performance of each department independently Super groups can contain several agent groups and an agent group can belong to more than one super group Shorelel Chapter 3 ShoreTel Contact Center Entities Multimedia Entities e DNIS A DNIS service is a series of digits that identifies the number that the caller dialed to the contact center Each DNIS number must correspond to a contact center entry point or IRN and be configured with the same number as the IRN dial number If you want to gather statistics on the IRN the IRN must also be defined as a DNIS e IVR Applications The IVR application is used by the ShoreTel system to perform interactive tasks with the caller Each application is composed of actions forming a script to execute a procedure 3 4 Multimedia Entities The multimedia entities provide the ability to handle Email routing from contacts Multimedia entities are only available in Enterprise Contact Center Email Accounts The Mail Accounts feature allows contacts to reach agents via Email Agents can work with standard Email programs such as Outlook or Outlook Express Email Accounts are configured for each type of inquiry Emails received in these accounts are placed in a queue where an agent
123. er a name and a URL address The name will appear in the agen s responses list When selected by the agent during the chat call this URL will be pushed to the caller Contact Center Administrator Manual 105 Configuring General System Parameters Chapter 4 The Administration Application This text will not be checked for validity or existence so extra care should be taken to enter the correct characters Text Enter a name and the type the message in the Text area When selected by the agent during the chat call this message will be displayed on the callers computer e Content The Content area displays the name and relevant parameters for the selected Type To add a new Item Click New The New Chat Response Item window opens Here you can select the item type and define the appropriate parameters To edit an item Select the required item from the Chat Responses tree and change the details in the Type and Contents areas 4 18 12Configuring System Internet Parameters for Email 106 Contacts This tab is only available in Enterprise Contact Center Use the Internet tab of the System Configuration window to define various parameters for handling email contacts BR EPICCenter Administration System zi Entities Tools Window Help UV BB VA V Wl Bo GB Working Times Call Profile PBX CTI link ms Misc IVR Ports Skills Incomplete Tagged Codes Outbound Internet Mana 4 l gt System Email D
124. er table This table is used to define for each supported language the gender in which the numbers will be announced Type Choose decimal or integer Decimal Places This field is only active if decimal is selected in the type field Currency Units Prompt Select the file that plays the recording denoting the type of currency units prompt e g Dollars Currency Subunits Prompt Select the file that plays the recording denoting the type of currency subunits prompt e g Cents Negative Number Prompt Select the file that plays the recording denoting a negative numerical prompt Before Number Check this box if the Negative Number Prompt file should be played before the number Positive Number Prompt Select the file that plays the recording denoting a positive numerical prompt Before Number Check this box if the Positive Number Prompt file should be played before the number File to Play end Select the file that plays the concluding announcement Time In this format the system will announce the contents of the announced field as a time Announce Format Select the format of the time announcement for example hh mm ss AM File to Play end Select the file that plays the concluding announcement 5 4 2 Configuring the Announce Place in Queue Action The Announce Place in Queue action announces the caller s position in the queue Example You are the fifth c
125. ers the service and according to the expected wait time is about to wait more than the Interflow Timeout seconds will immediately go to the interflow destination without actually waiting This option is only available in Enterprise Contact Center e Default destination From this drop down list you can select the default interflow destination Device Call Control Script IRN or Service This destination is used as interflow destination when there is no shift destination for the current day and time For IRN Service or Call Control Script a drop down list appears from which you can select the IRN Service or Call Control Script for the default destination For Device an edit box appears in which you set the device s DN Contact Center Administrator Manual 49 Configuring Services Chapter 4 The Administration Application 4 8 6 50 e Interflow Timeout Use this area to define the interflow timeout that is how long in seconds a call waits for a service after which a call interflows e Shifts List A list of all the shifts for which an interflow destination other then the default is defined For a shift with an interflow destination other than the default interflow destination four fields are displayed The type of day for which the shift belongs The shift name The type of the interflow destination for that shift IRN Service Call Control Script or device The destination name in case
126. ervice Sales Details Ann Plan Destination Overflow Interfow No Agents Callbacks Abanus Note Default destinations are used when shift destinations are not defined Show Default Destinations C Show Shift Destinations Outbound calls overflow Available Groups eCustomer cSales Overflow Timeout Groups Interval Customer 20 Pineal T New Delete Service Overflow Configuration Screen To open the Overflow tab Click the Overflow tab at the top of the Service Configuration window The Overflow tab comprises Outbound calls overflow When this checkbox is checked any outbound call that is waiting in the services group destination will adhere to the overflow rules Otherwise the overflow rule will apply only for inbound calls Service Overflow Destinations This area contains the following two options Show Default Destination Click to display the default overflow destination for the service The default overflow destination is used if no overflow destination per shift is valid for the current day and time In Default Destination mode that is if Show default destination is selected the Available Groups list Overflow Timeout Intervals list and the Overflow Destination Groups list appears The Available Groups list displays a list of available overflow groups that may serve as a service overflow destination The Overflow Timeout Intervals list displays the list of o
127. ervices in the system Use the four navigational buttons below the list to move up or down the list return to the beginning or jump to the end of the list e New Click New to activate a wizard to add a new service to the list e Delete Click this button to delete a service from the list e Tabs Area The area to the right of the Services list contains tabs that enable the configuration of the following parameters for the currently selected service Details Announcers Plan Destination Overflow Interflow No Agents Callbacks and Abandoned Contact Center Administrator Manual 4 Configuring Services Chapter 4 The Administration Application 4 8 1 42 Configuring Service Details Use the Details tab of the Service Configuration window to configure the services agent search criteria the services enabled medias the services music source wrap up time and forced released time FF EPICCenter Administration Services zi Entities Tools Sort Window Help UV GB V Ashlea Fe e UE VAS Name Service Sales eSales Details Ann Plan Destination Overflow Interflov No Agents Callbacks Abanus 11 Name Bales Agent Search Criteria Enabled Media Longest idle agent Voice Chat Chat Enabled C Terminal K Circular Best Skill Fit C Longest idle agent Timers Terminal Wrap Up Time 20 sec Circular Force Release Time 20 sec Email Music Source QUES STE v Quick S
128. essage Message Name Checking A Message Text Please wait I m checking it for you Figure 5 26 GCCS Administration Send Message Action To add a Send Message action to a script Right click the required script position the cursor on the Insert Action option and select Send Message from the Actions menu The Action area displays the following fields and check boxes for configuring the Send Message script action e Message From the drop down list select a predefined message to be sent to the chat caller e Message text In this area the selected message s text will appear This area cannot be edited Shorelel Chapter 5 CCS and GCSS Administration Application CCS GCCS Available Actions 9 4 28 9 4 29 Configuring the Send Page Action This feature is only available in Enterprise Contact Center The Send Page action is a chat related action Here you can define a message to be sent to a chat caller Any of the messages predefined in the CCS Admin Options under the Messages tab may be sent URL Wwww easyrun com Figure 5 27 GCCS Administration Send Page Action To add a Send Page action to a script Right click the required script position the cursor on the Insert Action option and select Send Page from the Actions menu The Action area displays the following fields and check boxes for configuring the Send Page script action e URL Enter the URL for the internet page you wa
129. ew New range Delete te Figure 4 55 System IVR Ports Configuration Screen To open the IVR Ports tab Click the IVR Ports tab at the top of the System Configuration window The IVR Ports tab comprises e Clients A list of all IVR servers One is always defined The name TVR Server is used to define the IVR ports on the Contact Center server e Connection Type A list of IVR cards for the selected IVR server e Ports List This is a list of the IVR ports for the selected IVR card e Advanced Clicking this button opens a configuration screen to define parameters used for Tone Detection The Tone Detection is used by the Outbound application to decide whether the remote side is ringing busy answering machine and so forth Advanced parameters must be set by a telephony engineer Contact your vendor to adjust them To add a distributed IVR server Click New below the Clients list The name given to the distributed server must be the networked computer name To Delete a distributed IVR server Select the server to delete then click Delete below the Clients list To add an IVR port card to an IVR server Step 1 Select the IVR server from the Clients list Contact Center Administrator Manual 97 Configuring General System Parameters Chapter 4 The Administration Application 4 18 6 98 Step 2 Click New bellow the Connection Type list Give a name to the card and choose the card type for the list
130. external calls Global music setting You can choose where to connect a caller while he or she is waiting in the queue between announcements Setting lengths You can define lengths for the Agent ID and wrap up code Languages You can change the language settings for IVR announcements 3 5 1 4 Outbound You can control the dialing parameters of outbound calls including area codes default callback service and number of attempts 12 Shorelel Chapter 3 ShoreTel Contact Center Entities Supervisors 3 6 Supervisors In the contact center a supervisor is assigned responsibility for the performance and operation of selected Contact Center groups Supervisor privileges and the groups that supervisors are responsible for are assigned in Contact Center Director You must have full supervisor rights and a lock device in order to access the management options on the Supervisors configuration page Contact Center Administrator Manual 13 Supervisors Chapter 3 ShoreTel Contact Center Entities 14 Shorelel 4 1 4 1 1 4 1 2 4 1 2 1 4 1 2 2 CHAPTER 4 The Administration Application Overview of the Administration Application The Administration Application Main Screen The Contact Center Administration application main screen appears when you log into the Center Administration application The window includes a menu bar with various options and a toolbar displaying icons that the user can click to activate s
131. field for which the threshold is specified 28 Shorelel Chapter 4 The Administration Application Configuring Groups Yellow This number defines the border between the Normal and low Warning zones If the fiel s value for which the threshold is defined goes beyond this value or below depending on the Up value it indicates that the threshold has been exceeded Red This number defines the border between the low and high Warning zones If the field for which the threshold is defined goes beyond this value or below depending on the Up value it indicates that the threshold has been exceeded Up If the UP box is unmarked this indicates that high values are preferred The normal range starts with infinity and yellow gt red for example 1 If the UP box is marked this indicates that low values are preferred The normal range starts with 0 and yellow lt red The is a list of fields that may have threshold values assigned to them Number Of Waiting Calls Number of calls currently in the queue Number Calls Above Target ASA Number of calls currently in the queue waiting above Target ASA seconds Avg Call Wait Time sec Average wait time in queue of currently queued calls Number Of Logged In Agents Number of agents currently logged in to the group Number Of Release Agents Number of agents currently logged in to the group and in Release state Number Of Idle Agents Number of agents currently
132. file fields including the contac s priority and define the skills required by the contact Attached to each contact in the system the call profile consists of dynamic information used to route the contact and provide relevant history Information is updated as the contact moves through the system For example ANI information is recorded when the call Shorelel Chapter 4 The Administration Application Configuring IRN enters from the PSTN and the caller may add more information via IVR menus Each field in the call profile is either mandatory predefined by the Contact Center or optional also known as a user field defined by the system administrator during setup These fields may be different on each installation For each IRN in the system you can configure the agent skills that may be required by customer contacts The value assigned to a skill is a combination of the agent s capability and preference Use the IRN Configuration window to configure the details call profile skills and destination of IRNs in the system You can also add new IRNs and delete existing ones from the system To open the IRN Configuration window Click the IRN icon in the toolbar The IRN Configuration window comprises e IRN List A scrollable list displaying for each IRN currently configured in the system Dial number that defines the entry to the IRN used to route the incoming voice and chat contacts or a name if the IRN is used to ro
133. for backup purposes In the above directory delete the following files if they exist e ecc db ecc ext 1 db e ecc log The above files are protected so the deletion must be acknowledged Locate the backup set that you want to restore The set consists of three files ecc db ecc ext 1 db and log txt For example e eccnow08 01 2002 18 25 db e eccnow08 01 2002 18 25 log ecc ext 1 now08 01 2002 18 25 db This is a backup set was created on January 8 2002 at 6 25 pm using the backup now option Verify that this is a valid backup set This is verified via the following line in the backup log log txt BACKUP STATUS BACKUP_OK If the ecc db ecc ext 1 db and ecc log files exist in your DB directory delete them since they are probably a bad set of database files the reason the restore is performed If you want to preserve the files for future use you may do so by copying them to another destination Copy the two database files ecc db and ecc_ext_1 db into DB directory Rename ecc db to ecc db Rename ecc_ext_1 db to ecc_ext_1 db Step 10Activate the DBCHECK BAT in Abin A window similar to the following one appears closes then reopens and minimizes Step 11 Restore the minimized window by right clicking the SQL icon in the lower right of the screen After restoring it click SHUTDOWN The window closes and the database is ready to be used Shorelel Chapter 4 The Administration App
134. fy Step 2 Click Delete 120 Shorelel Chapter 5 CCS and GCSS Administration Application Using CCS Administration Deleted messages cannot be recovered Canceling the Dialog does not affect the modifications performed on the Messages tab 5 2 4 Viewing and Modifying Scripts The Contact Center CCS Administration window displays a list of existing scripts It is possible to modify the list of scripts by adding or deleting scripts Expanding a script displays the list of actions that are currently defined for it Unless otherwise defined by the action actions are executed sequentially according to their order in the script A maximum number of 500 scripts are allowed in this application Up to 100 actions can be defined for each script There are several protected scripts that are supplied with the system and cannot be edited or deleted A script is a list of actions executed sequentially until the list is exhausted or an action causes a branch to another script The actions can be used to affect the destination of a call gather information from the caller present information to the caller or to make logical decisions that affect the call routing based on the information gathered from the user or the company s supporting systems Some of these actions are telephony for example Transfer and some obtain information from the organization s database for example SQL Query and others require IVR Interactive Voice Response Whe
135. g From Time 12 00 El AM gt To Time 12 00 AM z Day Of Week SECOND 55 M Su Mo Tu We Th a Sa Method Concatenate to scenari Time 10 C Wipe Out Priority Time Every Default Group DL1 Param o z Param Name Que calls Group None S Figure 6 8 X canes lic Queue Help Add Edit Pop Up Message Dialog Box Shorelel Chapter 6 Wall Board Administration Application The Wallboard Window The Add Edit pop up Message dialog box comprises From Date To Date Select the date range where the pop up will be activated From Time To Time Select the time range where the pop up will be activated Day of Week Select the Days Of Week where within the date range the pop up should be activated Method Use this area to select between two possible modes for the Pop Up Concatenate to scenario In this mode the Pop Up message is added to the scenario as if it was part of the scenario It does not replace the scenario messages but added in between Wipe Out In this mode the pop up message will be displayed cyclically the cycle time is defined by the Every parameter for the duration defined by the Time parameter When the pop up message is displayed it replaces the currently supposed to be displayed message If it happens that two pop up messages should be displayed simultaneously the one with the highest priority w
136. g ShoreTel There are three basic steps you must perform to link the contact center to the ShoreTel system These steps are described generally below For detailed information see the ShoreTel Contact Center Solution Installation Guide and the ShoreTel Administration Guide To configure the ShoreTel system for the Contact Center you must Step 1 Add the Distributed Server to the ShoreTel system and configure it for the Contact Center Step 2 Create and configure destination route points to correspond to the Contact Center IRNs Step 3 Create and configure destination route points to correspond to the Contact Center IVRs Adding the ShoreTel Distributed Server Add the ShoreTel Distributed Server to the ShoreTel system using Contact Center Director When adding the Distributed Server note the following e Add the Distributed Server to the site where the contact center server is located e Do not change the pre set voice mail extensions Do not enable or configure the Simplified Message Desk Interface SMDI e Do not configure any users for voice mail on this server Creating Destination Route Points Route points for destinations IRNs are configured from the Route Point pages in Contact Center Director You should create one destination route point for each way a caller can enter the contact center such as a route point for each of your organization s 800 numbers along with the DID a second for transfer from auto attendant
137. g the Interface to a Call Logger Application 00 0020 0005 113 4 18 19 Configuring the Interface to a CRM Application 0202 eee eee eee 115 CHAPTER 5 CCS AND GCSS ADMINISTRATION APPLICATION 117 DA SRV EINIEW oare ATA YAN ERG EE GAM tect nah cette dl Mee 2M 9 ceils BV AL Rites 117 5 2 Using CCS Administration senso et oie eh aw od OA Ok eS a 118 5 2 1 The CCS Administration Screen SE TREE eee eee 118 5 2 2 The CCS Administration Menu Bar 0 0 0 uaaa 119 5 2 3 The Contact Center CCS Administration Options Dialog Box 119 5 2 4 Viewing and Modifying Scripts 00 ccc k is red anik Er EEEE 121 5 2 5 Browsing for Wave Despere enden teeta 122 5 3 Using GCCS Administration 0 0 0 0 eee ee eee 123 5 3 1 The GCCS Administration Screen ieai eiia eret rer ee 123 5 3 2 The GCCS Administration Menu Bar 0 0 0 0 tees 124 5 3 3 The GCCS Administration Tool Bar 00 eT ee a ee 125 5 3 4 The Contact Center GCCS Administration Options Dialog Box 125 5 3 5 Viewing and Modifying Scripts 00 0 nieg tedy da piapa a E 126 5 3 6 Main Differences Between Using CCS and GCCS 0 2 eee 128 5 4 CCS GCCS Available Actions lt n 64 ha hog kd nA 128 5 4 1 Configuring the Announce Action csu de nerra ccc teeta 128 5 4 2 Configuring the Announce Place in Queue Action 0 000 e cee eee 130 5 4 3 Configuring the Announce Wait Time Action
138. gent list or click the Add button To add all agents click the Add All button To un assign an agent agents from the selected Agent COS Click the agent agents to be removed from the COS Agents list and drag the selection into the Available agents list To remove all agents click the Remove All button 24 Shorelel Chapter 4 The Administration Application 4 4 Configuring Groups The Groups configuration screens allow administrators to add and remove groups to set their properties and to assign de assign agents to from groups The Groups configuration screens consist of four tabs To open the Group Configuration screen Click the Groups button in the Toolbar of the main application window Configuring Group Details Configuring Group Agents Configuring Group Thresholds Configuring Group Staffing This tab is only available in Enterprise Contact Center The Groups Configuration screens contain Clicking the right mouse button on any group in the list provides options for Groups List A scrollable list displaying the Name and Number of all the groups in the system Use the four navigational buttons below the list to move up or down the list return to the beginning or jump to the end of the list sorting the list by Name or Number 4 4 1 in the system FF EPICCenter Administration Groups i Entities Tools Sort Win dow Help New Click this button to activate a wizard to add a new group to the li
139. he destination is a service the call enters the service where it may receive a mandatory announcement Then the server starts the procedure of matching an agent with the call e If there is one available agent in the group providing the required service the call is immediately routed to that agent e If there is more than one available agent in the group providing the required service the system uses the services Agent Search Criteria to select the appropriate agent for the call e If there is no available agent in the group the call is queued to wait for an agent to become available In the gueue the call can transfer to the services music source the first or second announcement or a Call Control Script When an agent becomes available the server uses the agen s Call Answer Strategy to decide which call to route to the agent The Call Control Script can modify the behavior of the routing and call flow or provide callers with alternate service choices such as callbacks or self service e In the queue a call can overflow to other groups making a larger number of agents available to take the call e In the queue a call can interflow to another extension for service Shorelel 2 1 2 2 Contact Center Administrator Manual CHAPTER Z ShoreTel Integration Overview The ShoreTel system and the ShoreTel Contact Center solutions are connected via a software interface over the IP network The interface which conforms t
140. he service capabilities is to automatically generate a call back call to the abandoned caller The Abandoned tab of the Services Configuration window enables you to define how the system routes callback calls as a consequence of abandoned calls To open the Abandoned tab Click the Abandoned tab at the top of the Service Configuration window The Abandoned tab displays two tabs with the following options e The Destination tab Enable Abandoned Calls If you check this box the system automatically calls back a caller who hangs up Callback if call abandoned after sec from entering IRN This parameter enables the administrator to filter abandoned calls that were hung up by the caller after 54 Shorelel Chapter 4 The Administration Application Configuring Services FF EPICCenter Administration Services i Entities Tools Sort Window Help A V BB V V Wl Bo s A VE Se eSales Name Quick Search Service Sales Ann Plan Destination Overflow Interflow No Agents Callbacks Abandoned alel 4 Callback if call abandoned after po sec from entering IRN Note Default destinations are used when shift destinations are not CC Script before transfer to agent defined Show default destinations Show shifts destinations X Agent confirmation required Wait for agent confirmation sec s Shift Name Available Groups cCustomer cSales vCustomer vSales Group
141. he system default will be used Device A device in the PBX that may be used to play music to the caller This device must be defined as a music device in the Configuring the PBX CTI Link parameters CCS In this mode the call is connected to an IVR port and performs the actions indicated in the selected CC Script Wrap Up Time The time in seconds that an agent is in wrap up mode after the completion of a call The agent s extension is Idle but the Contact Center keeps the agent free to complete any work pertaining to the previous call i e After Call Paper Work Forced Release Time The time in seconds that a call can ring on an agent extension If the agent doesn t answer the call within this time the call will be re routed to another destination back to queue or to another available agent and the agent will be forced released If left undefined the system uses the default forced released time defined in the Configuring System Miscellaneous Parameters screen Configuring Service Announcers Use the Announcers tab of the Service Configuration window to configure parameters for announcers that are used for the service Announcers are voice messages or recordings that are played to the caller while the caller is waiting in the queue To open the Announcers tab Click the Announcers tab at the top of the Services Configuration window The Announcers tab comprises Mandatory Click this check box so that all
142. hen this box is checked any digit pressed by the caller will terminate the currently played voice message without waiting to the end of the message Retry Define the number of times the Invalid Prompt will be repeated if the caller does not respond or enters an invalid choice Timeout sec Define the length of time in seconds to wait for a digit to be pressed The following fields are relevant to CCS Administration only In GCCS Administration the Branch option is implemented by the matched exit point In order to change the CP a Change Call Profile action should be connected to the matched exit point Digit A list of digits including the and symbols that the caller may press in response to a voice prompt To define an action that is activated by pressing a specific digit Click the required digit The digit button appears indented It is only possible to select one digit at a time An Error branch appears at the end of the digit list This option can be used to define processing if the caller enters a digit that is not activated in the menu or does not enter a digit at all For each digit you can modify the following Call Profile Clicking on this check box activates the digit alongside it It also activates the Call Profile Modifier area of the CCS window enabling the Call Profile to be updated when the caller presses the activated digit Branch Enables the call to branch to another script in order to contin
143. ialog is supplied In this dialog box the administrator sees the directory tree as viewed by the server The viewable part pf the directory tree starts in the IVR folder on the server When a file is chosen the system makes sure to store the path in such a way that the file will be accessible by the system The IVR also includes multilingual support Instead of writing a different script for every supported language the administrator can write a single script so that the caller will hear the announcements in the required language Shorelel Chapter 5 CCS and GCSS Administration Application Using GCCS Administration To enable multi language scripting follow the three steps below Step 1 Attach a mandatory CP field Language to every call this can be done in the IRN s CP configuration screen in the Contact Center Administration Step 2 Use the Match multi lingual file option in the file browse dialog Step 3 Make sure that any file used is available in each of the required languages and located under the correct language folder under the server s IVR folder The list of supported languages is available in the System miscellaneous configuration screen in the Contact Center Administration 5 3 Using GCCS Administration 5 3 1 The GCCS Administration Screen The Contact Center GCCS Administration window contains the following areas Graphical Call Control Script Administration Login amp fhos 1 2
144. ication number of the selected trunk group This number must be unique in the PBX numbering plan but not must be the same as defined in the PBX e Activity Threshold The percentage of time that a trunk in the trunk group should be active If a trunk s activity falls below this predefined threshold compared to the average activity per trunk in the trunk group the system adds a record to the Trunk Exception Log report e ACD Threshold If a trunk s ACD activity falls below this predefined threshold compared to the average ACD activity per trunk in the trunk group the system adds a record to the Trunk Exception Log report 4 5 2 Configuring the Trunk Details The Details page of the Trunks Configuration screen enables you to configure the Details of trunks in the system 57 x zi Entities Tools Sort Window Help 3 y V A V I B s H VHB Name Number T Group Tenk PRI 169600 CEO oei PRI 169601 69601 PRI O PRI 163602 69602 PRI Trunk Name JPRI T69600 PRI 169603 69603 PRIA Trunk Number 69600 PRI 169604 69604 PRIA PRI 169605 63605 PRIA PRI 163606 63606 PRI 1 PRI 169607 69607 PRI 1 PRI 169608 63608 PRI 1 PRI 163603 63603 PRI 1 PRI 169610 69610 PRI 1 PRI 163611 63611 PRI 1 PRI 169612 69612 PRI 1 PRI 163613 69613 PRI 1 PRI 169614 69614 PRI 1 Trunk Group PRI 1 Trunk Groups Trunks ev Trunks Figure 4 12 Trunks Details Configuration Screen To
145. ication window Step 2 Click the COS tab below the agents agent COS scrollable list The Agent COS Configuration screens contain e Agent COS List A scrollable list displaying the Name of all the agent COS in the system Use the four navigational buttons below the list to move up or down the list return to the beginning or jump to the end of the list e New Click this button to activate a wizard to add a new agent COS to the list e Delete Click this button to enable an agent COS to be deleted from the agent COS list e Tabs Area This area at the right of the agent COS list contains two tabs that enable the configuration of the selected agent s COS Details and Agents Configuring Agent COS Details The COS property of an agent defines what operations an agent can do for example whether the agent can or cannot changes a toolbar layout Use the Details tab of the Agent COS Configuration window to set or reset the available features to the selected COS To open the Agent COS Details configuration screen Step 1 Click the Agents button in the Toolbar of the main application window Step 2 Click the COS tab below the agents agent COS scrollable list Step 3 Click the Details tab in the tabs area The Agents COS Details configuration tab is displayed The Details tab contains the following options e Name The name of the selected Agents Class Of Service e ACD Functions A set of ACD functions that may be enabled or disabled
146. igure a route point for each IVR port required In other words there must be an IVR route point available for every individual caller in the ShoreTel Contact Center queue IVR ports are licensed separately in Enterprise Contact Center Make sure you have enough IVR licenses to support your Enterprise Contact Center Contact Center Administrator Manual 7 Licensing Chapter 2 ShoreTel Integration 8 Shorelel CHAPTERS ShoreTel Contact Center Entities 3 1 Overview Entities are the management points of the ShoreTel Contact Center system Entities provide the access for administrators and supervisors to define business rules reporting views staff responsibilities and other aspects of the Contact Center There are five general categories of entities in the Contact Center e Routing entities e Reporting entities e Multimedia entities e Management entities e Supervisors Figure 3 1 shows some of the relationships between the Contact Center entities Abandoned paca R Lists Call Backs Outbound Calls Schedules Inbound Calls ca Figure 3 1 Contact Center Entities 3 2 Routing Entities Routing entities are managed by the system administrator ShoreTel s Contact Center solutions can create reports on many of the routing entities activities e Agents Agents handle contacts routed to them by the ShoreTel Contact Center Solution Each agent must be equipped with a telepho
147. ile Click any of these fields to edit them Shorelel Chapter 4 The Administration Application Configuring General System Parameters e New Click New to add a new row to the User Fields list enabling a new field to be defined and added to the call profile e Delete Click Delete to delete a selected user field from the list 4 18 3 Configuring MIS Parameters Use the MIS tab of the System Configuration window to define general information that is used to calculate and display information such as the historical reports interval company name and how to calculate the TSF Target Service Factor The TSF indicates how well the group provides the defined level of service according to the Target ASA Average Speed of Answer In this tab you can also specify which colors are used to display different agent states in the Real Time Monitoring application FF EPICCenter Administration System z Entities Tools Window Help amp V 3 V A S I Bi HE GE 8 Working Times Call Profile PBX CTI link isc IVR Ports Skills Incomplete Tagged Codes Outbound Internet Management Interfaces Text Display Colors Historical Reports basic interval Field normal color gt Company Name TSF Formula Answered Abnd after TASA C Accepted idle state col Max DNIS Numbers 20 Trunk idle state color Abandoned calls storing period days 0 X lyr Port IDLE state color Provide st
148. ill be actually displayed Default Group The default group is automatically assigned to every parameter in the message that is not assigned to a specific group Param Use this section to assign a parameter to a group other then the default group Use the up and down arrows to select a parameter then change its assignment to a group using the Group list box Name This field displays the selected parameter name Group Changes the assignment of the selected parameter to a different group Contact Center Administrator Manual 171 The Wallboard Window Chapter 6 Wall Board Administration Application i TAR J 4 3939 Belt Line Road Suite 775 Addison TX USA www comm3 net Sh Vf 4 1 214 389 2600 Tel 1 214 389 2601 Fax O orele Copyright 2011 ShoreTel All rights reserved The ShoreTel logo ShoreTel ShoreCare ShoreGear ShoreWare ShorePhone and ControlPoint are registered trademarks of ShoreTel Inc in the United States and or other countries All other copyrights and trademarks herein are the property of their respective owners Specifications are subject to change without notice Part 850 1302 01 1 11
149. ime without notice No part of this publication shall be deemed to be part of or imply any contract or commitment whatsoever All brands and product names used in this document are trademarks of their respective owners ShoreTel Table of Contents PREFACE l TABLE OF CONTENTS III CHAPTER 1 INTRODUCTION 1 1 1 ShoreTel Contact Center Server Software 0000 o l 1 1 1 Contact Center Director ssr ein AA TL a S r oo aa 1 Teh 2s ENIES zo N O U A I ai o 2 lla Z OEV CO Hz ge IE A Gaeta da eee ee ob o s ae 2 1 2 Logical Call Flow in the Contact Center 020 eee eee 2 CHAPTER 2 SHORETEL INTEGRATION 3 Zeke MOVEINIEW eie Tonne wade bute e e Bad E ie T OS 3 2 2 PAELNS NE so b A o E E AEE 3 2 2 1 Ereating IVRROULE PONS bil K O a ho a 7 CHAPTER 3 SHORETEL CONTACT CENTER ENTITIES 9 Sk NOVOTN Gen aoe Sah E TE 9 3 24 Routing EMOS s no See 9 3 3 Reporting Entities csiresress iunet kd ka Pin AGES k BEES 10 3 4 Multimedia Entities a RA Pinta ee Be PRS v vo l b 11 3 5 Management Entities s p ciro ii Sows be et Pw RVO r SS 11 3 501 Settings and OPHOON I a np i bv 12 3 0 UDE VISOT s o A a Re ee ed Be ee wea 13 CHAPTER 4 THE ADMINISTRATION APPLICATION 15 4 1 Overview of the Administration Application 0000 eee 15 4 1 1 The Administration Application Main Screen 0 00200 15 4 1 2 Contact Center Administration Application Menu Bar
150. imeout Prompt Define the prompt file to be played if the caller has not responded within the predefined time Error Prompt A voice file is played to the customer prompting them that an error has occurred Retry The number of times that the system will try to obtain the time when a timeout has occurred Timeout sec Define the prompt file to be played if the caller has not responded within the predefined time Announce Time Check this box if you want the information entered to be read back to the caller Prompt This is the announcement preceding the information read back For example The number you have dialed is Contact Center Administrator Manual 135 CCS GCCS Available Actions Chapter 5 CCS and GCSS Administration Application 5 4 7 136 Customer Feedback Prompt This is the prompt for information confirmation For example To confirm this number please dial one To change the number please dial two Confirmation Digit Define the digit to be dialed for confirmation Retry Digit Define the digit to be dialed to re enter the information e Ending File to Play Select the recording that precedes the end of the call e Hang Up Configuring the Customer Query Action This feature is only available in Enterprise Contact Center The Customer Query action is used to check that a customer exists in the database and if so to route the call according to customer specific routing rule
151. ination When the No Answer Busy call forward condition is selected calls are forwarded to this extension immediately if the first route point call stack is full Enter an extension configured for handling contact center calls when route point call stack or IRN is full You can forward calls to an external number access code required No Answer Destination When the No Answer Busy call forward condition is selected calls are forwarded to this extension after the specified number of rings You can also forward calls to an external number access code required This condition should only exist if the server is unreachable In this case enter an extension configured for handling contact center calls when the server is unavailable No Answer Number of Rings When the No Answer Busy call forward condition is selected this specifies how many times the phone rings before the call is forwarded to the No Answer Destination or it specifies the duration until the backup policy is implemented Accept the default for this setting Shorelel Chapter 2 ShoreTel Integration Licensing 2 2 1 Creating IVR Route Points Route points for IVRs are also configured in Contact Center Director and should have the setting and destinations as the IRNs The main difference between route point configuration of IVRs and IRNs is that IVRs are configured with a call stack of 1 There can only be one IVR route point per caller connected to the system so you must conf
152. ined field in the call profile A user defined skill e As Displayed only when the compared call profile field is a system defined field that can be compared as a number or as a string Select from the drop down list the required comparison type number or string e Operator Provides a drop down list from which the comparison operator can be selected Comparison of text fields is not case sensitive All user fields and skills are treated as text fields and you must ensure that comparisons of these fields make sense The comparison operations are Shorelel Chapter 5 CCS and GCSS Administration Application CCS GCCS Available Actions The Logic Branch will be triggered if the value of the selected call profile field is not equal to the compare value The Logic Branch will be triggered if the value of the selected call profile field is equal to the compare value lt The Logic Branch will be triggered if the value of the selected call profile field is less then the compare value gt The Logic Branch will be triggered if the value of the selected call profile field is greater then the compare value lt The Logic Branch will be triggered if the value of the selected call profile field is less then or equal to the compare value gt The Logic Branch will be triggered if the value of the selected call profile field is greater then or equal to the compare value Else The Logic Branch will be triggered by al
153. inistration Chapter 5 CCS and GCSS Administration Application To open the CCS Administration Options dialog box Select Options from the Tools menu in the CCS Administration menu bar xj General Messages Select Message item to view and modify it s properties Properties Name Mandatory M Text Wellcome to Easyrun s Chat Add Delete cancel ok Figure 5 3 CCS Administration Messages Options To define the timeout period for which an edit field is active on the window Step 1 Click the General tab in the dialog box Step 2 Put the mouse pointer on top of the current timeout value Step 3 Enter the length of time that a field in the application will remain active for editing To manage the predefined chat messages Click the Messages tab in the dialog box This feature is only available in Enterprise Contact Center To add a new message Step 1 Click Add Step 2 Select the recently created message from the Messages window Step 3 Enter the name of the message in the properties pane Step 4 Enter the message text on the properties pane The new message is automatically saved To modify an existing message Step 1 Select the message you want to modify Step 2 Enter the name of the message on the properties pane Step 3 Enter the message text on the properties pane The new message is automatically saved To delete an existing message Step 1 Select the message you want to modi
154. is valid for the current day and time In Default Destination mode that is if Show default destination is selected the Available Groups list appears displaying a list of available groups that may serve as an Abandoned callback destination for the service and the currently assigned abandoned callback destination group for the service To assign another group to the Abandoned callback for the service drag the required group from the Available Groups list into the Groups list Show Shifts Destination Click this option to show the shift destinations that were defined for the service for abandoned callback calls Contact Center Administrator Manual 55 Configuring IRN Chapter 4 The Administration Application 4 9 56 In Shifts Destination mode that is If Show shifts destination is selected the Shifts list appears displaying a list of all the shifts whose service abandoned callback destination differs from the default abandoned callback destination for the service The Available Groups list which lists the groups that may serve as the service destination for the selected shift and the destination Callback Group for the selected shift will also be displayed The Abandoned feature is an option in Lite systems In this configuration the shifts destination is not available e The Time Ranges Tab This tab is used to define limited time ranges The service will generate call back calls only within these time ranges If no ti
155. is shipped with a predefined script named logout that implements it The agent s primary groups list is defined in the Contact Center Administration in the agents configuration screens To add a Logout Primary Groups action to a script Right click the required script position the cursor on the Insert Action option and select Logout Primary Groups from the Actions menu The Action area displays the following fields and check boxes for configuring the Logout Primary Groups script action The following fields are relevant to CCS Administration only In GCCS Administration the Branch option is implemented by the matched exit point e Confirm Logout Primary script A script to branch to when the Logout Primary Groups succeeds This action is obsolete and exists only for backwards compatibility Please use the Login Logout action instead Configuring Overflow Action This feature is only available in Enterprise Contact Center This action causes the call to overflow to the groups defined in the overflow groups list defined here If the call has already overflowed to those groups the action is ignored To add an Overflow action to a script Right click the required script position the cursor on the Insert Action option and select Overflow from the Actions menu The action area displays the following fields and check boxes for configuring the Overflow script action e Overflow Groups This is the list of groups that the call wi
156. is used to play a predefined file Define in the edit box to the right the path of the predefined voice file that should be played Click the lt gt in order to use the browser to set the file name e Use CP Field Check this radio button if the action will play a file with a name defined by a content of a CP field Use the list box to the right to define the CP field that should contain the file name Use the lt Browse Folder gt button to define the path where the files should be found Timeout After the pre defined timeout the call will stop to hear the file and will continue to the next action in the script e Play continuously in loop When this box is checked the file should be played repeatedly until the timeout see previous parameter expires If not checked the voice file will play only once e Clear DTMF on start When checked any digits received before the action started will be cleared When unchecked previously received digits may be used in this action e Stop play on caller DTMF When checked any digit entered terminates the currently playing message 5 4 24 Configuring the Release Action 150 This feature is only available in Enterprise Contact Center When an agent is in a Release state the system will not route ACD calls to the agen s phone The agent may still receive calls through transfers from other agents or incoming private calls The Release action is used to release an agent PC Less agents
157. ision action compares a call profile to either another call profile field or a constant number v Constant v Figure 5 14 GCCS Administration Decision Action To add a Decision action to a script Click on the required script with the right mouse button position the cursor on the Insert Action option and select Decision from the Actions menu The Action area of the Decision Action window displays the following fields and check boxes e If Selects the Call Profile field whose value you want to compare Use the drop down list in this field to select a call profile parameter user defined field or user defined skill to use as a comparative value for a Logic Branch e As As a String or As a Number Contact Center Administrator Manual 137 CCS GCCS Available Actions Chapter 5 CCS and GCSS Administration Application 5 4 9 138 This definition is required only for customized Call Profile fields User Field Select whether the compare is a String or a Number Numeric compare relates to the value of the number String compare is alphabetic compare for example abzzz is lt from aca Operation This field provides a drop down list from which an operation can be selected to define how the comparison between the Call Parameter and Compare Values are made The comparison operations are Call parameter value is exactly equal to compare value lt gt C
158. ist of available groups that may serve as a service callback destination and the currently assigned groups for the service Shorelel Chapter 4 The Administration Application Configuring Services Show Shifts Destinations Click this option to show the shift destinations that were defined for the service for callback calls In Shifts Destination mode that is If Show shifts destination is selected the Shifts list appears displaying a list of all the shifts whose service callback destination differs from the default callback destination for the service The Available Groups list which lists the groups that may serve as the service destination for the selected shift and the destination Callback Group for the selected shift will also be displayed The call back feature is an option in Lite systems In this configuration the shifts destination is not available Numbering Plan When selected the system will validate the number left by the customer for callback If the number is not valid the system will ask the customer to type it again The currently supported options are b None No validity check is done Any number will be accepted b North American The system will make sure that the number is in the format of NPX NXX XXXX where N must be a digit between 2 to 9 P must be a digit between 0 to 8 X may be any digit Script Before Transfer to Agent Check the box if you would like to play a script b
159. istration System Bi Entities Tools Window Help 0 amp V BB VA V W Bi AE GS 8 Working Times Call Profile PBX CTI link mis Misc IVR Ports Skills Incomplete Tagged Codes Outbound Internet Mena 4 System Chat Definitions Max chat calls 5 Chat Responses Transcript V Email transcript to chat caller V Email transcript to archive E mail address fchat_trans easyrun com E mail subject title Email Contact Transcript I Append date time to subject Chat E mail Undo Help Figure 4 61 System Internet Parameters for Chat Configuration Screen To open the Internet Chat tab Click the Internet tab at the top of the System Configuration window and then click the chat tab below The Internet Chat tab comprises e Max chat calls The maximum number of concurrent chat calls e Transcript This area contains two check boxes and a field in which you may enter an email address 104 Shorelel Chapter 4 The Administration Application Configuring General System Parameters Send Transcript to Chat Caller Check this box to send a transcript of the call to the caller on completion Save Transcript Check this box to save the calls transcript locally Email Address Specify the address to which all transcripts should be sent Email subject title The contents of this field will be used as the subject line for emails containing the transcript
160. k groups and trunks e Super Groups 4 Opens a window for configuring super groups e Supervisors 5 Opens a window for configuring supervisors e Services 6 Opens a window for configuring services e IRN 7 Opens a window for configuring the IRN e Domains 8 Opens a window for configuring Domains This button is only available in Enterprise Contact Center e Customers 9 Opens a window for configuring customer details This button is only available in Enterprise Contact Center e DNIS 10 Opens a window for configuring DNIS e Dial Lists 11 Opens a window for configuring Dial Lists This button is only available in Enterprise Contact Center e IVR Groups 12 Opens a window for configuring IVR Groups This button is only available in Enterprise Contact Center e IVR Applications 13 Opens a window for configuring IVR Applications This button is only available in Enterprise Contact Center e Mail Accounts 14 Opens a window for configuring Mail Accounts This button is only available in Enterprise Contact Center e System 15 Opens a window for configuring system parameters e Logout and Exit Exits the Contact Center Administration application and all other open Supervisor applications e Exit Exits the Contact Center Administration application The Sort Menu The sort menu contains two options e Sortby name Sort the currently active list by name e Sort by number Sort the currently active list b
161. l system requirements and administration For more information please review the ShoreTel Contact Center Solution Installation Guide and the ShoreTel Administration Guide Licensing The licensed features and capacities of the ShoreTel Contact Center Solution are encoded in the lock devices supplied with the Contact Center or Enterprise Contact Center Solution There are three types of lock devices e Server with Contact Center Required to run the server software and includes configuration information about the product you have such as the number of agents and any additional features you purchased Contact Center optional features are licensed on a per system basis Licensing Chapter 2 ShoreTel Integration Wall Board Support Desktop Wall Board Access Formula Editor Work Force Management Connector e Server with Enterprise Contact Center Optional features are licensed on a per agent basis and reguire a license for every agent that will be logged into a group that supports those features Wall Board Support Desktop Wall Board Access Formula Editor Work Force Management Connector Email Chat Outbound Calling e Full Supervisor Required to access supervisor applications Provides access to Agent Manager Reporting and the Wall Board Director Requires a separate license e Monitor Supervisor Required to access supervisor applications Provides access to Agent Manager Requires a separate license The number of per
162. l be active in the selected day of the week only within the defined time ranges When checked the following area becomes active For All Selected Active Days Click this option if the time ranges applied to all the active days in the week For Specific Day of Week Click this option to define a time range for a specific day of the week From Enter the start time for the time range To Enter the end time for the time range Add Click Add to add time ranges Remove Click Remove to remove the selected time range from the list 4 14 Configuring Dial Lists Call Profile These features are only available in Enterprise Contact Center The Call Profile tab of the Dial List Configuration window enables you to configure initial values of call profile fields for calls generated by the Dial Lists zi EPICCenter Administration Dial Lists DEX ax i Entities Tools Sort Window Help 0 0 V 3 V A IB HE REG Dial List Name Service Name Honda Customers Details Input Output Scheduling Call Profile Skills Mandatory fields Field Value Priorty z User Fields Available User Fields Name Value Name Account No1 Account No2 Chat contact EMail contact Voice contact Quick Search mi Undo Help Delete Figure 4 43 Dial Lists Call Profile Configuration Screen Contact Center Administrator Manual 79 Configuring Dial Lists Call P
163. l pop up Edit This menu provides the following sub menus Cut Cuts the selected action s properties and arrows to be pasted in another script Copy Copies the selected action s properties and arrows to be pasted in another script Paste Pastes the selected action s properties and arrows copied from another script View This menu provides the following sub menus Zoom In The Zoom In allows you to zoom into the script at various increments Zoom Out The Zoom Out allows you to zoom out from the script at various increments Zoom 100 The Zoom 100 allows you to return to the 100 screen Scripts Lists all the configured scripts in the application Help This menu enables access to the context sensitive Online Help and provides information about the current version of the application Shorelel Chapter 5 CCS and GCSS Administration Application Using GCCS Administration 5 3 3 The GCCS Administration Tool Bar The GCCS standard tool bar uses icon shortcuts to streamline access Button numbers refer to figure x x Figure 5 5 GCCS Administrtaion Toolbar icons e New Script 1 Adds a new script to the Script list e Copy 2 Copies the selected action s and properties to be pasted in another script e Cut 3 Cuts the selected action s and properties to be pasted in another script e Delete 4 Deletes the script from the script list Reload Current Script 5 Reload the
164. l the outbound number 3 According to the settings for abandoned and callback calls or as defined by the dial list the system transfers the call from the IVR to the agent when the remote side is ringing or answered 4 If while reserved the agent starts a telephony activity generates a call or receives a non ACD or a consultation call the outbound call for which the agent was reserved will search other available agent or will enter the queue BR EPICCenter Administration System zi Entities Tools Window Help UV BB V A V Ml B Fs r NB Tagged Codes Working Times Call Profile PBX CTI link ms Misc IVR Ports Skills Incomplete System Outbound Definitions Local Area Code Outbound Prefix Default Callback Service Number of Attempts Retry Time Busy No Answer Advanced 212 31 Not defined 60 240 sec e a Outbound behaviour sec Transfer to agent on Connect C Ring Customer disconnect in IVR Stop Continue Figure 4 59 102 System Outbound Configuration Screen Shorelel Chapter 4 The Administration Application Configuring General System Parameters To open the Outbound tab Click the Outbound tab at the top of the System Configuration window The Outbound tab comprises e System Outbound Definitions Local Area Code Use the local area code the system knows to eliminate it from the CID of abandoned calls or from the numbers to dial from
165. l the relations not mentioned before A branch using the Else operator should be placed as the last Logic Branch in the list since otherwise branches that follow it will never be checked Compare to This parameter is context sensitive to the Tested Field s type For example if the Call Profile Field parameter is Media the Compare Value offers a drop down list including voice chat and E Mail Day of week will offer a list of day names Other types of fields will expect compare values to be entered in the text field provided for example priority The following fields are relevant to CCS Administration only In GCCS Administration the Branch option is implemented by the matched exit point In order to change the CP a Change Call Profile action should be connected to the matched exit point Modify CP Check this box if a change to a call profile field is required when this branch is triggered When checked the Call Profile Modifier area of the CCS window becomes active enabling the administrator to define the changes to the CP that should be made Branch to From the drop down list select a script to branch to when this branch is triggered 5 4 18 Configuring the Login Primary Groups Action This feature is only available in Enterprise Contact Center The Login Primary Groups action performs a login to the Primary Groups Before performing this action the Agent Number CP field must be filled with
166. lable Super Groups list and drag it into the Supervised Super Groups list Step 2 A dialog box appears where you can assign privileges that is to allow the super group to be used in real time and or historical reports Step 3 Click the check boxes to assign the privileges as reguired Step 4 Click OK The super group is added to the Supervised Super Groups list To un assign a group from the selected supervisor Step 1 Click the super group to be removed from the Supervised Super Groups list Step 2 Drag it into the Available Super Groups list To modify the privileges assigned to a group Step 1 Double click the super group in the Supervised Super Groups list Step 2 A dialog box appears where you can assign privileges that is to allow the super group to be used in real time and or historical reports Step 3 Click the check boxes to modify the privileges as reguired Step 4 Click OK 4 8 Configuring Services Every contact in the contact center is assigned to a specific service such as sales or customer service This service defines how the call is processed Use the Services Configuration window to configure the services to which calls can be assigned In addition new services can be added and deleted from the system To open the Services Configuration window Click the Services icon in the toolbar The Services Configuration window comprises e Services List A scrollable list displaying the name of all the current s
167. larm is sent to the supervisor about a potential database problem Table Key Column The name of the column which is the index of the table that describes the dial list Call Note Column An agent may add a note to the call when handling dial lists calls This parameter defines in which column this note should reside When the dial list is reloaded the system fetches the previously added note to this record SQL Query Import Dialing Information This SQL query is used to get all the necessary information for the dial list from the database Test Query Click to perform a validity check of the query Dial To Number Columns Use this section to tell the dial list in what columns in the input table the numbers to dial are located Dial to Number Column The name of the column from which the main dial number is taken Alternative Number 1 The name of the column from which the first alternative dial number is taken The dial list will dial to this number if the main number was busy or did not answer Alternative Number 2 The name of the column from which the second alternative dial number is taken The dial list will dial to this number if the first alternative number was busy or did not answer Assign results by column name Use this section to map DB columns to CP fields When dial list records are fetched the contents of the DB columns are copied into the call profile fields of the dialed calls CP Field The
168. leSupport easyrun com Details Incoming Outgoing Name Email Account Name Eupport Email Account Address fSupport easyrun com Automatic confirmation Send Subject of message EasyRun Support confirm that your request was accepted Content of message text file Clear Browse Statistics Interval time min 60 Quick Search gt gt Delete Mail Accounts Figure 4 48 Mail Accounts Details Configuration Screen Contact Center Administrator Manual 85 Configuring Mail Accounts Chapter 4 The Administration Application To open the Details tab Click the Details tab at the top of the Mail Accounts Configuration window The Mail Accounts Details Configuration window comprises Name The Name of the selected mail account Mail Account address The email address of the mail account Automatic Confirmation This section details the required parameters in order to send an automatic confirmation for every email that entered the system through this mail account Send If checked the system will send an automatic response email to the sender Subject of the message This text will appear as the subject of the returned automatic confirmation Content of message text file Use this edit box to define a full path and file name of a text file that contains text to be included in the automatic response email Press Clear to clear this edit box and Browse to lo
169. lication Configuring General System Parameters Step 1211 Now accepting requests does not appear in the restored window or there is an error message displaved please contact your dealer in order to solve the problem Step 13Use the ACTIVATE icon in the Contact Center Administration program group to bring up the system The system starts with the restored database as the active one The restored database may undergo an upgrade process that takes a few minutes if reguired for example if the restored database has a version label prior to the installed version 4 18 16Configuring External DB Connections Use the Interface tab of the System Configuration window to define various parameters for external interfaces The Interface tab contains four tabs DB Connections WFM Workforce Management Loggers and CRMs An external DB connection is used by the system to access databases that contain information that affects call routing It is used by CCS actions by Dial lists and other functions This configuration screen contains everything required by the system to connect to the external DB Queries are defined by features that use the external DB The system assumes that the external DB may be accessed using an ODBC FF EPICCenter Administration System Bj Entities Tools Window Help amp V BB VA Ng s H VEO PBX CTI link MS Misc IVR Ports Skills Incomplete Tagged Codes Outbound Internet Management Interfaces
170. lick in the area and Insert a field from the drop down list In the Column field enter the name of the database column that should be used as a source for updating the CP Field Contact Center Administrator Manual 155 CCS GCCS Available Actions Chapter 5 CCS and GCSS Administration Application The column names are not automatically checked against the database and should be entered carefully The following fields are relevant to CCS Administration only In GCCS Administration the Branch option is implemented by the matched exit point Database Response Branch to Script This section enable you to define the next script to branch to according to the query results OK In this field you define the next script to branch to if the query is successfully performed i e the required information is retrieved from the database Timeout In this field you define the next script to branch to if the query is not made within the timeout period defined above Error In this field you define the next script to branch to if the system is unsuccessful in making the query for any reason other than timeout i e incorrect statement Not Found In this field you define the next script to branch to if the required information does not exist in the database i e the system cannot find the information specified in the statement 5 4 32 Configuring the Transfer Action The Transfer parameters define the destination to which a call will be t
171. ll overflow to once the action is performed To add groups to the Overflow Groups list select them from the Available Groups list and click Add To delete groups from the Overflow groups list select them from the Overflow groups list and click Remove Shorelel Chapter 5 CCS and GCSS Administration Application CCS GCCS Available Actions 9 4 22 9 4 23 U Overflow Groups _ Overflow to Groups Available Groups eCustomer cCustomer vCustomer eSales cSales vSales lt lt Add Remove gt gt Figure 5 22 GCCS Administration Overflow Action e Available Groups This area is automatically filled with the list of available groups in the system The groups that are already in the Overflow Groups list are not shown on this list Configuring Play Callback File Action One of the options of a callback call is to transfer the call to a CC script before the call is transferred to an agent Usually this script is used to play a file to the customer In these scripts this action should be used instead of the Play File action It plays a file to the called customer at the beginning of a callback call One of two files is played depending on whether the call was picked up by a person or an answering machine Properties for Play Callback File file to play to customer m crear file to play on answering machine lial Clear Figure 5 23 GCCS Administration Play C
172. logged in to the group and in Idle state Num Of Agents On Non ACD Call Number of agents currently logged in to the group and busy with non ACD calls The TSF For Time Interval Target Service Factor for the specified time interval Number Of Abandoned Calls Number of abandoned calls An abandoned call is a call during which the caller hangs up before being serviced Avg Wait Time Of Abnd Calls Average time an abandoned call waited in the queue An abandoned call is a call during which the caller hangs up before being answered Num Of Calls Intfl From Group Number of interflowed calls in the group Avg Wait Time Of Intfl Calls Average time an interflowed call waited in the queue RPH Of Group Rate Per Hour is the average number of calls answered by the group per hour Avg Wait Time In Queue sec The average time a delayed call waited in the queue Avg ACD Talk Time sec The average time an agent talks on an ACD call Avg Answer Time sec The average time an agent is in Busy Out State that is when the agent did not answer a routed call within a prescribed time Idle State sec The time the agent is in the Idle state ACD Ring State sec The time that an ACD call rings an agent s extension ACD Talk State sec The time when no calls are being handled and the agent is free to receive calls Wrap Up State sec The time the agent is in the wrap up state NACD Inc State sec The time the agent i
173. low destination Step 1 Check the Show Default Destinations check box Step 2 Drag the reguired group from the Groups list to the Available Groups list To add an Overflow Timeout interval Step 1 Click the New button to the right of the Overflow Timeout intervals Step 2 In the dialog box that opens enter the reguired timeout in seconds The overflow timeout intervals may be used either in the Default destination or in the Shift Destination To remove an Overflow Timeout interval Step 1 Select the overflow timeout interval from the intervals list Step 2 Click the Delete button to the right of the intervals list Deleting the interval will delete all the groups assigned to this interval in the default destination as well as in the shifts destinations To add an overflow destination for a shift other than the default destination Step 1 Check the Show Shifts Destination check box Step 2 If the shift is not already used click the Add button below the shifts list Select the required shift from the list of shifts that appears and click OK Step 3 Select the overflow interval to which the new overflow destination is to be added Step 4 Drag the required overflow group from the Available Groups list to the destination Group To remove a group from the overflow destination list for a shift other than the default destination Step 1 Check the Show Shifts Destination check box Step 2 Select the required shift from the Shifts li
174. ls tab Step 1 Click the Super Groups button in the Toolbar of the main application window Step 2 Click the Details tab in the tabs area The Super Group Details configuration tab is displayed The Details tab displays the current configuration for the selected super group It contains e Name The name of the selected super group Configuring Super Group Groups Use the Groups tab of the Super Groups Configuration window to assign or de assign the Groups to or from super groups Contact Center Administrator Manual 35 Configuring Super Groups FF EPICCenter Administration Super Groups i Entities Tools Sort Window Help OBVBI TASWNESK oR RHO Chapter 4 The Administration Application Super Group Sales depart Details Groups Name Bales depart Name Sales depart Quick Search H a b pi to Super Groups Figure 4 14 Super Group Details Configuration Screen To open the Groups tab Click the Groups tab at the top of the Super Groups Configuration window 24 EPICCenter Administration Super Groups i Entities Tools Sort Window Help 6 V 3 PA kl v oe RHO M Super Group Sales depart Available Groups Groups Super Group Groups Quick Search 0 row s selected Quick Search Figure 4 15 Available Groups Customer eCustomer vCustomer Remove all gt gt Quick Search 0 row s selected Super Group Groups Configuration Screen The Groups
175. mbers and content in the call profile change dynamically as the call is routed through the system The information in the call profile is used to collect caller information and to route the call to its most skilled service or agent Each ShoreTel Contact Center Solution installation provides customizable fields which can be defined and assigned dynamically to the call profile Changes to the call profile are made in the Call Control Scripts and or by the IRN that initially receives the call Contact Center Director Contact Center Director is the administrative software that allows you to configure the entities of the Contact Center and set the system parameters Contact Center Director provides a single complete interface for system administration Contact Center Director is installed on the Contact Center Server and access is controlled by a lock device and passwords To access Contact Center Director a server or full supervisor lock device must be installed on the Contact Center Server Contact Center Director can be used by supervisors with the proper access levels You define supervisors and their access to Contact Center Director from the Supervisors entities page Multiple administrators and supervisors with different rights can be configured in Contact Center Director and each account requires a lock device for access Logical Call Flow in the Contact Center Chapter 1 Introduction 1 1 2 1 1 3 1 2 Entities The concept of e
176. me range is defined the system assumes a 24 hour time range Specified Time Range Check the box if the callback should be made within a specified time frame When checked the From and To area becomes active The From and To Time Ranges Area Click the Add button and select the hours minutes and seconds manually or using the arrows To remove a time range select it and click Remove To add an Abandoned callback destination for a shift other than the default destination Step 1 Check the Show Shifts Destination check box Step 2 Click Add Step 3 Select the required shift from the list of shifts that appears and click OK Step 4 Drag the required abandoned callback group from the Available Groups list to the destination group To change an Abandoned callback destination for a shift Step 1 Check the Show Shifts Destination check box Step 2 Select the required shift from the Shifts list Step 3 Drag the required abandoned callback group from the Available Groups list to the destination group or vice versa To remove an abandoned callback destination for a shift Step 1 Check the Show Shifts Destination check box Step 2 Select the shift from the Shifts list and click Remove Configuring IRN IRN Intelligent Routing Numbers are used as entry points to the routing system Each IRN can be used to define rules for routing the incoming contact to various destinations including services These rules can also update call pro
177. ministration Groups DER i Entities Tools Sort Window Help amp V BB V V Wl Bo HE GE o Name Number Group eCustomer cCustomer 110 Details Agents Thresholds Stafing i 1 Sales 210 Name Yellow Red Custo EJ eCustomer hos Number Of Waiting Calls 65 000 65 000 eSales 209 vCustomer 108 vSales 208 gt Number Calls Above Target ASA 65 000 65 000 Avg Call Wait Time sec 65 000 65 000 Number Of Logged In Agents 1 A Number Of Release Agents 65 000 65 000 Number Of Idle Agents 1 1 Num Of Agents On Non ACD Call 65 000 65 000 aaa as The TSF For Time Interval 1 1 Number Of Abandoned Calls 65 000 65 000 Avg Wait Time Of Abnd Calls 65 000 65 000 Num Of Calls Intfl From Group 65 000 65 000 Avg Wait Time Of Intfl Calls 65 000 65 000 RPH Of Group 1 A Avg Wait Time In Queue sec 65 000 65 000 Avg ACD Talk Time sec 65 000 65 000 Avg Answer Time sec 65 000 65 000 Quick Search Idle State sec ACD Ring State sec isu 4 I lt I X I SI lt I m b Lal ew Groups Figure 4 9 Group Thresholds Configuration Screen To open the Group Threshold configuration screen Step 1 Click the Groups button in the Toolbar of the main application window Step 2 Click the Threshold tab in the tabs area The Group Threshold configuration tab is displayed The Threshold tab displays the following options per each field e Name Name of the event
178. mitted Agents is encoded in the server lock device You need enough agent licenses to equal the amount of agents that will be logged into the contact center at any one time IVR ports are separately licensed in the Enterprise Contact Center The number of IVR ports is encoded in the server lock device You need an IVR port license for every IVR port configured in the system which totals enough licenses to match the maximum number of calls connected to the system at any one time Calls are connected to IVR ports whenever calls are waiting in a queue or being serviced by a call control script or an announcer You can view the Contact Center license information from the Lock Device Viewer To view license information Step 1 From the ShoreTel Contact Center Shortcuts Folder as shown in Figure 2 1 double click the Lock Device Viewer icon File Edit View Favorites Tools Help ae S Figure 2 1 poma Alarm Console EPICAgent Historical Lock Device Reader Board Real Time Gs Ng Reports Viewer Administration Monitor ShoreTel Contact Center Shortcuts Folder Step 2 The Lock Device Viewer appears Shorelel Chapter 2 ShoreTel Integration Licensing When you purchase a contact center you also receive a license for a ShoreWare Distributed Server Apply the license on the Contact Center Directors License page by adding 1 to the number of Distributed Servers licensed for your ShoreTel system Configurin
179. more then this time to download a single email It depends on the mail message size In those cases all that should be done is to enlarge the timeout or use the OMS management tools to delete this email 4 17 3 Configuring Mail Account Outgoing Parameters This tab is only available in Enterprise Contact Center The Outgoing tab displays the parameters that are required in order to send email through the selected mail account on the OMS To open the Outgoing tab Click the Outgoing tab at the top of the Mail Accounts Configuration window The Mail Accounts Outgoing Configuration window comprises e Mail Server The mail server IP address or name Contact Center Administrator Manual 87 Configuring General System Parameters SR EPICCenter Administration Email Accounts zi Entities Tools Sort Window Help VV BB VA V Wl Bo HS CEs Chapter 4 The Administration Application Name leSupport easyrun com Protocol Port Authentication Quick Search Email Account Email Account Address I eSupport easyrun com No authentication Use same settings Usemame Passworc Details Incoming Outgoing Email Server mail easytun com SMTP v ps C Server requires authentication as my incoming email server 1 Mail Accounts Figure 4 50 Mail Accounts Outgoing Configuration Screen e Authentication The parameters that are required to login to the selected mail ac
180. move up or down the list return to the beginning or jump to the end of the list Clicking the mouse button on any group in the list provides options for sorting the list by Name or Number e New Click this button to activate a wizard to add a new Trunks Trunk Group to the list e Delete Click this button to delete a Trunks Trunk group from the Trunks Trunk Groups list e Tabs Area This area at the right of the Trunks Trunk Groups list contains three tabs that enable the configuration of the selected Trunk Group Details Trunk Group trunks and Trunk details 4 5 1 Configuring Trunk Group Details To configure trunk group details Step 1 Click the Trunk Groups tab below the Trunks list Step 2 Select the trunk group to be configured from the list Step 3 Click the Details tab at the top of the Trunks Configuration window FF EPICCenter Administration Trunks i Entities Tools Sort Window Help 0 0 V 3 V A V hl S i s S SH S Name Number _ Trunk Group PRI2 PRIA 80 Details Trunks Jan Name Number Activity Threshold ACD Threshold Trunk Groups Trunks Figure 4 11 Trunk Groups Details Configuration Screen 32 Shorelel Chapter 4 The Administration Application Configuring Trunks Trunk Groups The Details tab opens displaying the following information which may be edited e Name The name of the selected trunk group e Number The identif
181. mpare value for example Friday and an operation for example equals The Logic Switch action matches a single call profile field with the correct Logic Branch so that the call will be handled according to actions defined in the branch such as changing the call profile and or branching to another script When the first matching branch is found it is used and no more matching is done if Day of Week is Sunday gt exit0 Sn lt Sunday gt exit3 Sunday gt exit2 Sunday gt exit4 Sunday gt exit5 Sunday gt exit Sunday gt exit Sunday gt exit8 JOBE Sunday gt exit9 Sunday gt exit10 Figure 5 20 GCCS Administration Logic Switch Action To add a Logic Switch Action to a script Right click on the required script position the cursor on the Insert Action gt option and select Logic Switch from the Actions menu The action area displays the following fields and check boxes e If the tested field Select from the drop down list a call profile parameter mandatory field user defined field user defined skill as the value for comparison in this Logic Switch action For example The current time day of week date A built in field in the call profile for example Caller Id DNIS Priority A user def
182. n the system executes IVR actions such as Give Menu Get Digits and Play File the call is automatically transferred to an available IVR port The parameters of an action for a script can be defined by selecting the action in the Scripts area The action will be displayed and can be edited in the Action area From the Contact Center CCS Administration window the following procedures may be executed on a script or action To add a new script to the list perform one of the following e Right click the script list area and select New Script e Select the New Script option from the File menu A new script item will be added at the end of the list To move change the order of scripts in the list Select the script to be moved and drag and drop it to the required position in the list In the popup menu that opens select the Move option To copy scripts in the list Select the script to copy and drag and drop it to the end of the list In the popup menu that opens select the Copy option To delete a script from the list Right click the script to be deleted and select Delete Script from the pop up menu A script that is referenced somewhere else in this application or in any of the other Contact Center Administration applications cannot be deleted An error message will appear to inform the user of other areas in which the script is used The script must be deleted from all areas before it can be deleted from this list To rename a scri
183. ncomplete Destination CC script Sample incomplete xl Type of Day Shift Name Dest Type Dest Name Remove Voice Email Figure 4 57 System Incomplete Destination Configuration Screen To open the Incomplete tab Click the Incomplete tab at the top of the System Configuration window The Incomplete tab comprises e Default Incomplete Destination Select the required default incomplete destination Device Call Control Script IRN or Service to be used when shift destinations are not defined from this drop down list If a device was selected fill the devices DN in the edit box that opens Otherwise select the IRN Service or Call Control Script for the default destination from the drop down list e Shifts List A list of all the shifts with an incomplete destination other than the default destination For each such shift four fields are displayed This option is only available in Enterprise Contact Center The type of day for which the shift belongs the shift name the type of the destination for that shift IRN Call Control Script or device and the destination IRN or Call Control Script or DN device Shorelel Chapter 4 The Administration Application Configuring General System Parameters e Add Click New to add a new shift destination to the list This option is only available in Enterprise Contact Center e Remove Select a shift destination to remove and click Remove to delete
184. ne and begins work by Contact Center Administrator Manual 9 Reporting Entities 3 3 10 Chapter 3 ShoreTel Contact Center Entities logging on to the system An agent can be a member of multiple groups and may log in or out of all groups simultaneously or one group at a time Groups Agents can be organized into groups which are specialized units that receive and place calls Groups are typically sets of agents that can deliver the same service to incoming calls A group is a destination of the service entity in ShoreTel Contact Center Solution Calls sent to the group are presented to the most appropriate agent according to the specified routing policy Services Services define how incoming calls to the contact center are processed Services are analogous to a waiting room where calls are managed until they can be answered or otherwise handled Every incoming call is assigned to a specific service or destination with defined announcements overflow and interflow settings callback settings and other business roles IRN Intelligent Routing Nodes are dial numbers used as entry points to the routing system Each IRN is defined with rules for routing the incoming call to various destinations including services call control scripts and devices IRNs are reached from the ShoreTel system by dialing the extension number assigned to the route point that corresponds to the IRN Domains Domains enable calls to be handled according to
185. ne an alternate destination to which the call should be transferred if the original destination is busy e No answer destination This field can be used to define a destination to which a call should be transferred if there is no answer from the original destination No answer timeout sec This field can be used to define how long in seconds a call will wait for an answer before entering a state of timeout when it will be transferred to the No Answer destination Enter the number of seconds directly in to the field or click the spin buttons 5 4 33 Configuring the Wait Action This feature is only available in Enterprise Contact Center The Wait Action causes a delay in the execution of a script It may be used to allow a previous action to complete before the execution continues Seconds To Wait 1 Figure 5 32 GCCS Administration Wait Action To add a Wait action to a script Right click the required script position the cursor on the Insert Action option and select Wait from the Actions menu The Action area displays the following fields and check boxes for configuring the Wait script action e Seconds to wait Enter the length of the delay in seconds The Maximum length of delay is 1000 seconds Contact Center Administrator Manual 157 CCS GCCS Available Actions Chapter 5 CCS and GCSS Administration Application 158 Shorelel 6 1 6 1 1 6 2 CHAPTER O Wall Board Adminis
186. ne field and not to assign a group for it this parameter will display values that are related to the default group selected in step 4 of this procedure When all of the information has been entered click OK to include the message in the scenario Repeat steps 2 7 until all of the required messages are included in the scenario A message can be used more than one time in a scenario To change the position of a message within the scenario Click on the message in the scenario and use the Up Down arrow buttons to either promote or demote the selected message The Add Edit Message in a scenario dialog box This dialog box is displayed when the Add Edit buttons in the Wallboard Window in the scenario tab are clicked Time 108 sec Default Group eSupport X Param 0 E O aT EE Group None Figure 6 6 Add Edit Message in a Scenario Dialog Box The Add Edit Message in a scenario dialog box comprises e Time The time in seconds the message will appear on the Agent Wall board e Default Group The default group is automatically assigned to every parameter in the message that is not assigned to a specific group e Param Use this section to assign a parameter to a group other then the default group Use the up and down arrows to select a parameter then change its assignment to a group using the Group list box e Name This field displays the selected parameter name Shorelel Chapter 6 W
187. ned in the system menu e Delete Click Delete to delete a DNIS from the list e Tabs Area The area to the right of the DNIS Numbers list contains the Details tab To add a new DNIS to the list Step 1 Click New below the DNIS list The New DNIS Wizard opens 70 Shorelel Chapter 4 The Administration Application Configuring DNIS Numbers Step 2 Enter the Name and select the DNIS type voice chat or email Select the relevant IRN from a list for a voice chat DNIS Select the relevant email account from the list for an email DNIS Click Finish The newly defined DNIS appears in the DNIS list To delete a DNIS from the DNIS list Select the DNIS to be removed from the list and click Delete 4 12 1 Configuring DNIS Number Details To open the Details tab Click the Details tab at the top of the DNIS Configuration window FF EPICCenter Administration DNIS 1 Entities Tools Sort Window Help GOVSSGLVRACWleF He SB Name Quick Search Number NIS Sales Name Bales C Email Account IRN Number 8000 Target ASA 20 sec Min Talk Time 5 sec Max Talk Time 120 sec Interval Time 30 sec DNIS Time Intervals STI sec Jo 0 2 30 40 Figure 4 38 DNIS Details Configuration Screen The Details tab comprises Name The name of the selected DNIS Email Account Check this box if the DNIS number represents an entry point for email contacts In this case sele
188. nfiguration window is available only if the selected supervisor has Entity Monitoring access level authority It allows the supervisor with Supervisor Administrator access level to edit the Super Groups assignment for supervisors with Entity Monitoring access authority FF EPICCenter Administration Supervisors zi Entities Tools Sort Window Help 0 V BB V A V I B Fe SE S 8 Name Supervisor Charles EEN ec Groups Super Group ea Supervised Super Groups Available Super Groups Name Name Sales depart Quick Search H a Lal New Save Undo Help Supervisors Figure 4 18 Supervisor Groups Configuration Screen To open the Super Groups tab Click the Super Groups tab at the top of the Supervisor Configuration window The Super Groups tab displays the current super groups assignment for the selected supervisor in the Supervisor list It contains the following two lists e Supervised Super Groups This area displays the name of the super groups currently assigned to the selected supervisor The assignment configuration can be edited if required e Available Super Groups A scrollable list displaying the name of the all the super groups available for assignment in the system Shorelel Chapter 4 The Administration Application Configuring Services To assign a super group to the selected supervisor Step 1 Click the reguired super group in the Avai
189. ng to the percentage at which the supervisor would like the agent to be available to answer a call for that skill The decision for assigning a call depends on both the preference and capability percentages To add a skill to the selected agent Right click within the skill area select Add Skill gt Skill Name Choose the Capability Level 1 100 and the Preference Level 1 100 To edit a skill to the selected agent Right click the column of the skill to be edited Choose the Capability Level 1 100 and the Preference Level 1 100 To delete a skill assigned to the selected agent Right click the column of the skill to be deleted and select Delete Skill from the shortcut menu The columns for the skill are removed from the histogram on the Skills tab Contact Center Administrator Manual 21 Configuring the Agents Class Of Service COS Chapter 4 The Administration Application 4 3 4 3 1 22 Configuring the Agents Class Of Service COS The Agent COS configuration screens allow administrators to add or remove Agent COS and to assign de assign agents to from Agent COS The COS property defines what operations an agent can do for example whether the agent can or cannot changes a toolbar layout The Agent COS configuration screens consist of two tabs e Configuring Agent COS Details e Configuring Agent COS Agents To open the Agent COS configuration screen Step 1 Click the Agents button in the Toolbar of the main appl
190. ns the following two lists e Supervised Groups This area displays the name of all the groups currently assigned to the selected supervisor The assignment configuration can be edited if required e Available Groups A scrollable list displaying the name of all the groups available for assignment in the system To assign a group to the selected supervisor Step 1 Click the required group in the Available Groups list and drag it into the Supervised Groups list Step 2 A dialog box appears where you can assign privileges that is to allow the group to be used in real time and or historical reports Step 3 Click the check boxes to assign the privileges as required Step 4 Click OK The group is added to the Supervised Groups list To un assign a group from the selected supervisor Step 1 Click the group to be removed from the Supervised Groups list Step 2 Drag it into the Available Groups list Contact Center Administrator Manual 39 Configuring Supervisors Chapter 4 The Administration Application 4 7 3 40 To modify the privileges assigned to a group Step 1 Double click the group in the Supervised Groups list Step 2 A dialog box appears where you can assign privileges that is to allow the group to be used in real time and or historical reports Step 3 Click the check boxes to modify the privileges as required Step 4 Click OK Configuring Supervisor Super Groups The Super Groups tab of the Supervisors Co
191. nt to send to a chat caller No validity check is performed on the text entered in the URL field Configuring the SOLConnect Action This feature is only available in Enterprise Contact Center The SQLConnect action enables connection to an external database in order to make a query For example this action may be used to establish a connection with the organization s database after which it is possible to branch to other scripts containing database queries assuming that this connection has been established The SQLConnect action uses the database connections as defined in the system management configuration window in the Contact Center Administration Properties for SQL Connect Connection Name Honda Customers Figure 5 28 GCCS Administration SQL Connect Action To add a SQLConnect action to a script Right click the required script position the cursor on the Insert Action option and select SOLConnect from the Actions menu The Action area displays the following fields and check boxes for configuring the SQLConnect script action e Connection Name From this drop down list select the connection name Connections can be added in the Contact Center Administration in the system interfaces configuration screens Contact Center Administrator Manual 153 CCS GCCS Available Actions Chapter 5 CCS and GCSS Administration Application The followings fields are relevant to CCS Administration only In GCCS Administ
192. ntities is essential in Contact Center management An entity defines a group of configuration parameters and business rules that determine how calls are routed reported and managed In Contact Center Director configuration parameters are grouped according to the entities concept Some entities include all parameters for configuring agents groups services and system options Through entities you can set essential configuration options and define the business rules to apply to Contact Center calls Services The ShoreTel Contact Center Solution offers the contact center administrator a variety of call routing methods including Route by ANI Best Fit Agents Skills and others These routing options are defined as services A service defines how a call is processed Every incoming call to the contact center is assigned to a specific service such as sales of specific products banking services or travel agency services Logical Call Flow in the Contact Center The following is a typical scenario for processing a call 1 The system receives a message from the ShoreTel system about a new call with optional ANI information The system decides on a target IRN for the call 2 The server uses the IRN entity definitions to e Assign the call profile initial values including Call Priority and ANI e Define the next destination for the call such as a target service or Call Control Script based on shifts and the default destination 3 When t
193. ntly e Dial lists agents Maximum number of agents who login to a group that requires a license to handle outbound dial lists calls that may be logged in to the system concurrently e Email agents Maximum number of agents who login to a group that requires a license to handle incoming mail contacts that may be logged in to the system concurrently e IVR Ports Maximum number of IVR ports supported by the system Workforce Management Indicates if the system is able unable to send information to an external Workforce Management system e Multi site Server Indicates if the server is a networking server that is a server that receives information from several peripheral Contact Center servers e Peripherals Maximum number of peripheral servers connected to the multi site server 4 18 14Configuring DB Backup Parameters 108 There are three methods of backup daily weekly and monthly They can be combined for best results For each method you may specify the number of generations to be stored For example if you choose 3 the system stores backup files from today yesterday and the day before All previous backup file generations before that point will be erased To restore date from a backup file set please refer to the technical explanation in Restore From Backup It is best to set the backup start time during a quiet period of the working day Avoid setting the time for midnight because many system background pro
194. nts this music device s must be defined in the PBX CTI Link of the System configuration screen see Configuring the PBX CTI Link parameters In those cases the administration will not let you define time for music unless at least one music device is defined 4 8 3 Configuring Service Destination Use the Destination tab of the Service Configuration window to configure the service routing destinations in the system Different destinations can be defined for different times of the day called shifts FF EPICCenter Administration Services Z Entities Tools Sort Window Help 0 0 V 3 V A NS FHESA Name Service Sales Details Ann Plan Destination Overflow Interflow No Agents Callbacks AbancdslJ Service Routing Destinations Note Default destinations are used when shift destinations are not defined show default destinations Available Gi show shifts destinations Avaitable Groups eCustomer cSales Customer Group vSales Quick Search lt New Figure 4 21 Services Destination Configuration Screen To open the Destination tab Click the Destination tab at the top of the Service Configuration window The Destination tab comprises e Show Default Destination Click this radio button to display the default destination for the selected service The default destination is activated whenever there is no shift destination that is valid for the service The Avail
195. nts in the system To open the Agent Groups configuration screen Step 1 Click the Agents button in the Toolbar of the main application window Step 2 Click the Agents tab below the agents agent COS scrollable list Contact Center Administrator Manual 19 Configuring Agent 4 2 3 20 Chapter 4 The Administration Application 24 EPICCenter Administration Agents DER zi Entities Tools Sort Window Help 0 V BB V A V MW Bo HE NB Name Number Agent Al 1001 Details Groups Skills Brian 1002 Carlos 1003 Agent s Groups Available Groups Order Name 1 eCustomer cSales Name Charles 1004 2 eCustomer eSales 3 vCustomer lt lt Addall Sales Remove all gt gt Quick Search Lean Juick Searci Quick Search Agents cos 0 rovy s selected 0 row s selected te Figure 4 3 Agent Groups Configuration Screen Step 3 Click the Groups tab in the tabs area The Agent Groups configuration tab is displayed The Groups tab displays the current group configuration for the selected agent in the Agent list It contains the following options e Agent Groups This area displays the order and name of all the currently assigned groups for the agent The assignment configuration can be edited as required For agents who are assigned a Call Answer Strategy of by group list order the list order defines the group from which the agent will pick the next c
196. nts with agent skills but it will not refuse a call because the necessary skills are not available Agents whose skills are frequently required can be defined as groups to facilitate the calls process z EPiCCenter Administration Agents DER ax 1 Entities Tools Sort Window Help E SHOVES VA tler a NB O Agent Brian Name Number Al 1001 Details Groups Skills C Carlos 1003 Charles 1004 eCust BMVVeCust HondeCust Mazd Quick Search Agents cos M capability M Preference gt i Delete Save Undo Help Figure 4 4 Agents Skills Configuration Screen To open the Agent Skills configuration screen Step 1 Click the Agents button in the Toolbar of the main application window Step 2 Click the Agents tab below the agents agent COS scrollable list Step 3 Click the Skills tab in the tabs area The Agents Skills configuration tab is displayed The Skills tab displays the current skills configuration for the selected agent in the Agents list The agent s skills are displayed as columns in a histogram showing the preference and capability percentages for each skill that the agent has Skills should first be defined in the System Configuration window in the Skills tab An agent s skill is measured by two parameters preference and capability The capability is defined by the supervisor assessment of an agent s ability to perform the skill Preference is defined accordi
197. number Positive Number Prompt Select the file that plays the recording denoting a positive numerical prompt Before Number Check this box if the Positive Number prompt file should be played before the number File to Play end Select the file that plays the concluding announcement Sequential In this format the system will announce the contents of the announced field as a sequential number this is the format that is used to announce the place in queue File to Play end Select the file that plays the concluding announcement Language Gender table This table is used to define for each supported language the gender in which the numbers will be announced Contact Center Administrator Manual 129 CCS GCCS Available Actions Chapter 5 CCS and GCSS Administration Application e Date In this format the system will announce the contents of the announced field as a date Announce Format Select the format of the date announcement for example mon dd yyyy Week Day Check this box if the day of the week should be played before the date File to Play end Select the file that plays the concluding announcement e Money This is the same as the number format but with the addition of units and subunits for currency it may be Dollars and Cents for weight it may be Kilos and Grams and so on The same format as number but with the addition of units currency weight and so on Language Gend
198. number of calls answered abandoned and waiting in each given interval 4 4 2 Configuring Groups Agents Use the Agents tab of the Groups Configuration window to edit agent assignments for groups in the system FF EPICCenter Administration Groups Bi Entities Tools Sort Window Help GUVSSZETFRAsCWEeEF IE VHB Name Number eCustomer 110 cSales eSales 203 vCustomer vSales 208 Quick Search Figure 4 8 Group eCustomer Details Agents Thresholds Staffing Group s Agents Order Name Number 1 Al 1001 2 Brian 1002 Quick Search 0 row s selected lt lt Add all Remove all gt gt Available Agents Carlos 1003 Charles 1004 Quick Search Name Number 0 row s selected Group Agents Configuration Screen To open the Groups Agents configuration screen Step 1 Click the Groups button in the Toolbar of the main application window Step 2 Click the Agents tab in the tabs area The Groups Agents configuration tab is displayed The Agents tab displays the following options e Group agents A scrollable list of agents who belong to the group Since the order of groups in the list may affect the routing consider the order of the list carefully see Agent Search Criteria in Configuring Services Details e Available agents A scrollable list displaying all the agents in the system not assigned to this group To assign an agent agents to the
199. o the industry standard Telephone Application Programming Interface TAPI allows the system and application to exchange call control information It also allows interaction with audio play files and can respond to callers keypad inputs The ShoreTel system interfaces to the Contact Center are Destinations Dialable extensions in the ShoreTel system configured as route points that deliver calls to the contact center IRNs e IVR Ports An interface between callers and IVR scripts configured as route points in the ShoreTel system IVR ports provide caller interactions and connecting callers to music or announcements while the caller is in the queue e Agents Normal extensions in the ShoreTel system used by agent in the contact center Agent extensions are monitored by the contact center to make routing decisions and for reporting e Trunks Normal trunks in the ShoreTel system monitored by the contact center to provide reporting Integrating the ShoreTel Contact Center Solution with a ShoreTel system requires ShoreTel 5 1 or later This chapter assumes that you have successfully installed e ShoreWare Distributed Server software e ShoreWare Contact Center Server software To support the Contact Center you must also configure all of the Contact Center agents as users and confirm that you have properly configured the system s trunks Setting up the ShoreTel system for ShoreTel Contact Center solutions requires familiarity with ShoreTe
200. ogs on the system uses the email address as defined in the agent s details administration screen The system ignores the email address in the logon dialog box This mode enables free seating of email agents e Number of concurrent read email connections There may be an OMS limitation regarding the maximum number of simultaneous connections POP3 permitted by the OMS administrator at any one time This parameter is designed to protect the OMS from overload It is defined by the administrator of the OMS e Number of concurrent send email connections There may be an OMS limitation regarding the maximum number of simultaneous connections SMTP permitted by the OMS administrator at any one time This parameter is designed to protect the OMS from overload It is defined by the administrator of the OMS 4 18 13Viewing Licensing Information Use the Licensing tab in the Management tab of the System Configuration window to view licensing parameters that are coded in the server s lock device SB EPICCenter Administration System i Entities Tools Window Help VV V 3 V A V I Bo HE GB CallProfle PBXCTlink MS misc IVR Ports skits incomplete Tagged Codes Outbound Internet Management wtertace S Licensing Definition of Lock Device Full Total concurrent Agents Ea Version Incoming voice Agents 2 Incoming Chat Agents a Outbound Voice Agents aa Dial lists Agents NRPots 2 Email Agents Workforce Managemen
201. ok for a file The path of the file should be in the root directory of the drive where is installed on the server The browse dialog box displays the directories and files that are located under the directory where is installed Statistics Interval time Determines the time period that will be monitored in the real time reports for the Mail Account If this field is set to ten minutes for example the real time report for that Mail account will show statistical information relevant to the last ten minutes 4 17 2 Configuring Mail Account Incoming Parameters This tab is only available in Enterprise Contact Center 86 The Incoming tab displays the parameters that are reguired in order to download email from the selected mail account on the OMS To open the Incoming tab Click the Incoming tab at the top of the Mail Account Configuration window The Mail Account Incoming Configuration window comprises Mail Server The mail server IP address or name Authentication The parameters that are reguired to login to the select mail account on the OMS in order to download mails POP3 User Name The mail account name Password The password that the user must type when logging in to the mail account Incoming Mail Protocol The protocol that sets the rules for receiving incoming mail The currently only valid option is POP3 Port This parameter is used to connect to the OMS This is the default setting in most mail se
202. ome of the main menu options The rest of the window is a work area where entity screens are configured and displayed Contact Center Administration Application Menu Bar The Main Menu The Contact Center Administration Application Menu Bar contains the following items e Entities Define or modify the attributes of Contact Center objects It is also used for terminating all the open Supervisor applications e Tools Provides options for activating the CCS Administration application and the GCCS Administration application e Sort Provides options for sorting by name or number e Window Arrange open windows and toggle between open application windows e Help Obtain context sensitive on line help about the Contact Center Administration application Entities Tools Window Help amp yD V A 4 I B Fs Hue SB 12 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 Figure 4 1 Contact Center Administration Application Toolbar The Entities Menu Each entity can also be selected by clicking the corresponding icon in the toolbar Button numbers refer to an icon in Figure 4 1 The Entities menu provides the following options e Agents 1 Opens a window for configuring agents Contact Center Administrator Manual 15 Overview of the Administration Application Chapter 4 The Administration Application 4 1 2 3 4 1 2 4 4 1 2 5 16 e Groups 2 Opens a window for configuring groups e Trunks 3 Opens a window for configuring trun
203. on 020020 eee 149 5 4 23 Configuring Play File Action 149 5 4 24 Configuring the Release Action 0000 u 150 5 4 25 Configuring the Release Resume Action 00 00 cece ete eee 151 5 4 26 Configuring the Resume Action 0 0000 cece terete eee 151 5 4 27 Configuring the Send Message Action 0000 tte eee 152 5 4 28 Configuring the Send Page Action 1 2 0 2 snarar ects 153 5 4 29 Configuring the SQLConnect Action 2 0 0 0 eee ee 153 5 4 30 Configuring the SOLDisconnect Action lt s s s riero tee 154 5 4 31 Configuring the SOLExecute Action 0 0020000 tenes 154 5 4 32 Configuring the Transfer Action 00 0000 cece tee eee 156 5 4 33 Configuring the Wait Action 0 0 00 eters 157 CHAPTER 6 WALL BOARD ADMINISTRATION APPLICATION 159 6 1 Overview of the Wall Board Administration Application 159 6 1 1 Contact Center Wall Board Administration Main Screen 0 0000 159 6 2 The Message Editor Window 0 00 cece ees 159 6 2 1 Adding Parameters to a Message 0 0c eee etna 162 6 2 2 Changing the Message Colors 0 0 0 cece ett nents 164 6 2 3 Parameter Group Assignment Rules 1 0 2 0 0 0 eee eee 164 6 3 The Wallboard Window i 0 501402501052 5ic eeiwuawes eek woke ed eu 165 6 3 1 The Wallboard Window The Config Tab 000 0 165 6 3 2 The Wallboard Window The Scenario
204. on The Call Profile Modifier area does not show the whole call profile It only shows fields that are changed in the profile during the execution of the action As an example of call profile management consider the following call sent to a script Call profile field definitions prior to the call Field Value Service Req d Sales Dept DNIS 7100 The call passes through an action that defines the following call profile editor fields Field Value Service Req d Complaints Dept 132 Shorelel Chapter 5 CCS and GCSS Administration Application CCS GCCS Available Actions Properties for Change Call Profile Update CP field value CP Field wt gt Priority Service Required Customer No Customer Name Queue Position Average Queue Time Language Agent Number Agent Password Agent Extension EMAIL To EMAIL Subject EMAIL From EMAIL Reply to EMAIL Sent date EMAIL Sent time Figure 5 11 GCCS Administration Change Call Profile Action Customer Type Foreign After processing of the action the call profile will be as follows Field Value Service Req d Complaints Dept DNIS 7100 Customer Type Foreign To insert a new field Step 1 Right click the mouse anywhere in the Call Profile Modifier area and select the Insert option A pop up list opens displaying all the predefined call profile fields specified in the Contact Center Administration Step 2 Select the required field from the list
205. on Application To open the CRMS tab Step 1 Click the Interfaces tab at the top of the System Configuration window Step 2 At the bottom of the screen click the CRMs tab The CRMs tab comprises CRM applications list Select from the list the CRM manufacturer name The currently supported CRM manufacturer is SAP When selected the configuration screen will change according to the selection CRM Type The name of the selected CRM from the CRM application list CRM server IP The IP address of the SAP server CRM server network ID The service ID to initiate connection to the SAP application The server network ID identifies which IP port is used by the SAP application to wait for incoming connections Program ID The SAP interface is implemented using the RFC protocol In this mode the SAP server uses function calls supplied by the system to answer to the SAP client CTI request In order to do so the SAP server needs to know the system The SAP administrator allocates a name and the same name must be defined in this parameter User Fields The Call Profile Field which identifies a Business ID This field will be inserted into the Business ID field of the Call Attached Data Shorelel 9 1 CHAPTER D CCS and GCSS Administration Application Overview The CCS GCCS Administrations are tools that are used to define and maintain Call Control Scripts Call Control Scripts can be used to define the way the system handles AC
206. onfiguring Domains Chapter 4 The Administration Application The Call Profile tab comprises e Mandatory Fields A list of the currently defined mandatory fields for the selected Domains call profile To edit the mandatory call profile fields for the selected Domain select the field to be edited and the required value from the drop down list e User Fields A list of the currently defined user fields for the Domain call profile To edit the optional call profile user fields for the selected Domain select the name of the field to be edited and enter the required value in the appropriate field e Available User A list of all the available user fields Add new user fields to the user fields list by from this list into the User Fields list 4 10 4 Configuring Domain Skills This tab is only available in Enterprise Contact Center Use the Skills tab of the Domain Configuration window to configure agent skills required to handle incoming calls An agent s skill is measured by two factors capability and preference The value assigned to a skill is the minimum agent capability grade percent for the selected skill See Configuring System Skills FF EPICCenter Administration Domains zi Entities Tools Sort Window Help O V BV A WI S s o SHS Domain NYC All but Manhat Domain Albany Details Call Profile Skills Destination Long Island NYC Manhattan NYC AJI but Manhat Name Value Name e
207. ons made to the message in the work area of the Message Editor window Each set of parenthesis represents a parameter that has been included in the message Line 2 This area displays the second line of the selected message This read only area displays modifications made to the message in the work area of the Message Editor window Each set of parentheses represents a parameter that has been included in the message Message Area In the Message Area you can enter and edit messages Each box represents one character and the paragraph marks represent parameters included in the messages You can change the color of individual characters by right clicking their boxes Each line has 40 characters for a total of 80 characters The two lines of the message area are not continuous Therefore a message that begins on Line 1 and extends longer than 40 characters will not automatically continue on the next line You must either press the lt Enter gt key or click where you want the message to continue New Click New to create a new message All of the fields in the Message Editor are cleared except for the Message Library All of the fields in the Message Editor must be filled in for a new message to be complete Shorelel Chapter 6 Wall Board Administration Application The Message Editor Window Update Click Update after you have created a new message or modified an existing message selected from the Message Library The changes are saved in
208. or any new data you have entered You will return to the previous window without saving any changes e Run Clicking this button downloads the new scenario pop up settings to the wallboards and restarts the scenario To create a new wall board Step 1 On the left side of the Config window click New The Name field becomes blank Step 2 In the Name field enter the name of the new wallboard Step 3 Enter the information in the other configuration fields see above Step 4 Proceed to the Scenario and Pop Up windows and create the new wallboard message scenario Changing Threshold Colors Thresholds are specific event values that if exceeded are marked by special colors These colors are used to show values that have exceeded the threshold values Two colors are used to signify that a parameter has exceeded its threshold The default colors are yellow and red To change the threshold colors on the wallboard Step 1 In the Wall Board window click the Config tab The Config window appears Step 2 Inthe Threshold Colors field at the bottom of the Config window double click the color you want to change Step 3 Select a color from the color boxes The options are Blue Background is Blue test is Yellow Yellow Background is Yellow test is Blue White Background is White test is Black Red Background is Red test is Black Green Background is Green test is Black Shorelel Chapter 6 Wall Board Administration Application
209. or example any number that starts with 212 is said to be have ANI prefix of 212 212 561 7080 and 212 5678 both start with the ANI prefix of 212 A number can only belong to a single ANI prefix at any one time Thus if both 212 and 2124 have been defined as prefixes the number 212 404 1234 belongs only to the second prefix To open the Domain Configuration window Click the Domain button in the toolbar The Domain Configuration window comprises Domain ANI Prefixes List A scrollable list displaying the Name of all the Domains in the system Below the list there are two tabs for Domains and ANI Prefixes When the Domains tab is selected the list displays all the domains in the system and when the ANI Prefixes tab is selected the list displays all the ANI prefixes in the system Domains A scrollable list displaying the name of each Domain currently configured in the system Use the four navigational buttons below the list to move up or down the list return to the beginning or jump to the end of the list ANI Prefixes A scrollable list displaying the ANI Prefix alongside the name of the Domain that the ANI prefix belongs to Use the four navigational buttons below the list to move up or down the list return to the beginning or jump to the end of the list e New Click New to activate a wizard to add new Domain or ANI prefix to the list e Delete Click Delete to delete the last or a selected Domain or ANI
210. orts that show the number of calls answered abandoned and waiting in each given interval Configuring Dial Lists These features are only available in Enterprise Contact Center Dial lists are sets of telephone numbers that are automatically dialed and routed to agents The dial list rules define the source for the set of telephone numbers Input and the dates and times when the dial list is active Scheduling The dial list also enables the system to save every call result into an external database Output Currently dial lists should be in the form of a table in an SOL database To open the Dial List Configuration window Click the Dial Lists icon in the toolbar The Dial List Configuration window comprises Dial Lists List A scrollable list displaying for each dial list currently configured in the system A unique dial list name Avalid service name New Click New to activate a two page wizard to add a new dial list to the list To add a new dial list to the list Click New next to the list of Dial Lists When you have completed this page click Next The New Dial List Wizard opens See Section 4 13 1 on page 73 for field descriptions Delete Click Delete to delete the last or a selected dial list from the list Tabs Area The area to the right of the Dial Lists list contains a number of tabs that enable the configuration of the following parameters for the currently selected dial list Details Input Ou
211. oxes must be configured according to the functionality that you want to assign to the supervisor gt Can View Real Time Reports The supervisor may view and update data in the Real Time Monitoring Application b Can View Historical Reports The supervisor may view and update data in the Historical Reports Application gt Can Administrate Wall Board The supervisor may modify Wall Board scenarios Configuring Supervisor Groups The Groups tab of the Supervisors Configuration window is available only if the selected supervisor has Entity Monitoring access level authority It allows a supervisor with Supervisor Administrator access level to edit the Group assignment for supervisors with Entity Monitoring access authority Shorelel Chapter 4 The Administration Application Configuring Supervisors FF EPICCenter Administration Supervisors i Entities Tools Sort Window Help OB V B 3 VA V Wl Bo HE VEO Name Stpemisor Charles E oi Groupe S per Groups ea Supervised Groups Available Groups Name eCustomer eSales vCustomer vSales Quick Search H u b Lal New Save Undo Help Supervisors Figure 4 17 Supervisor Groups Configuration Screen To open the Groups tab Click the Groups tab at the top of the Supervisor Configuration window The Groups tab displays the current groups assignment for the selected supervisor in the Supervisors list It contai
212. p s Trunks list and click the Remove button or drag your selection into the Available Trunks list e Click Remove all to remove all the trunks listed in the Trunk Group s Trunks list Configuring Super Groups A Super Group allows the supervisor to view a number of ACD groups as a single statistical entity It provides a way to split the organization into departments and to analyze the performance of each department Use the Super Groups Configuration window to configure the details and groups for each super group in the system You can also add new super groups and delete existing super groups from the system To open the Super Groups Configuration window Click the Super Groups icon in the toolbar The Super Groups Configuration window contains e Super Groups List A scrollable list displaying the name of all super groups in the system Use the four navigational buttons below the list to move up or down the list return to the beginning or jump to the end of the list e New Click New to activate a wizard to add a new super group to the list e Delete Click Delete to delete a super group from the list e Tabs Area The area at the right of the groups list contains two tabs where you can configure the Details and Groups for the currently selected super group Configuring Super Group Details Use the Details tab of the Super Group Configuration window to configure the names of the super groups in the system To open the detai
213. pace you can set a Domain for routing purposes only without having compiling data for reports If statistical information on this domain is reguired this check box must be checked e ANI Prefixes Email Accounts list This area displays the list of ANI Prefixes that belongs to the domain To add a new Domain to the list Step 1 Click Domains below the scrollable list to display the domain list Step 2 Click New below the Domain list The New Domain Wizard opens Step 3 Enter the new Domain Name and click Finish The new Domain appears in the list in alphabetical order Contact Center Administrator Manual 63 Configuring Domains Chapter 4 The Administration Application To delete a Domain from the domain list Step 1 Click Domain below the scrollable list to display the domain list Step 2 Select the domain to be deleted and click the Delete button below the scrollable domain list The New Domain Wizard opens Deleting a Domain deletes all of its statistics 4 10 2 Configuring ANI Prefix Details To open the Details tab Step 1 Click the ANI Prefixes tab below the scrollable list to display the ANI Prefixes list Step 2 Click the Details tab at the top of the Domain Configuration window FF EPICCenter Administration Domains i Entities Tools Sort Window Help amp V B V Rela rx ns ANI Prefix 347 ANI Prefix Domain 347 Details 718 NYC All but Manh 631 Long Island ANI Prefix 347
214. pplication FF EPICCenter Administration IVR Groups Entities Tools Sort Window Help BV B VA V il S HS SE OB IVR Group Name SERVER Ports Details IR Ports Name BERVER Ports Figure 4 45 IVR Groups Details Configuration Screen 4 15 2 Configuring IVR Ports for IVR Ports Groups This tab is only available in Enterprise Contact Center The IVR Ports Configuration window of the IVR Groups displays the list of IVR ports assigned to the selected IVR Group and a list of the currently available ports The list of IVR ports in the system is defined in the Configuring System IVR Ports FF EPICCenter Administration IVR Groups u i Entities Tools Sort Window Help Od VRI TA SWB GB SHO IVR Group Name SERVER Ports IYRS1 ports gg Oss VR Ports IVR Group s Ports Available IVR Ports Dial Number Chan Dial Number Channel A 9031 1 9032 lt lt Add all 9033 a 9034 Drm 9035 Remove all gt gt 9036 9037 9038 9033 Quick Search v Quick Search v 0 row s selected 0 rovy 3 selected Quick Search 14 gt Lal new Figure 4 46 IVR Groups IVR Ports Configuration Screen 82 Shorelel Chapter 4 The Administration Application Configuring IVR Applications 4 16 To open the IVR Ports tab Click the IVR Ports tab at the top of the IVR Ports Groups Configuration window The IVR Ports Configuration window comprises e IVR Group Ports This area di
215. prefix from the list Select an item in the list using the pointer e Tabs Area If the selected tab is Domains the area to the right of the Scrollable list includes a number of tabs where you can configure the following parameters for the currently selected Domain Configuring Domain Details Configuring Domain Call Profile Configuring Domain Skills Shorelel Chapter 4 The Administration Application Configuring Domains Configuring Domain Destination If the selected tab is ANI Prefixes the area to the right of the Scrollable list includes a single tab where you can configure the ANI prefix and to change the domain to which it belongs 4 10 1 Configuring Domain Details To open the Details tab Click the Details tab at the top of the Domain Configuration window FF EPICCenter Administration Domains DAR i Entities Tools Sort Window Help o V V BB VA V Ml S Fee UE SB 8 DAMAR Domain NYC All but Manhat Albany Details Call Profile Skills Destination Long Island i NYC All but Manhat NVC Manhattan Domain Name NYC All but Manhat V Provide Statistical Information ANI Prefixes ANI Prefix 718 Quick Search Domains ANI Prefixes 14 a gt gt i Nen Ready Figure 4 31 ANI Domains Details Configuration Screen The Details tab comprises e Domain Name A name for the domain e Provide Statistical Information In order to save DB s
216. pt Click the right mouse button on the script to be renamed select Rename from the pop up menu and type the required name A script name may contain up to 31 characters Contact Center Administrator Manual 121 Using CCS Administration Chapter 5 CCS and GCSS Administration Application 9 2 3 122 To open a scrip s pop up menu Click the right mouse button on the script To see the actions currently defined for a script Double click the script or click the plus sign to the left of the script name The list of actions defined for the script will be displayed To collapse a script menu hide the actions defined for a script Click the minus sign alongside the script To add an action to be the first action in a script Right click the required script and select Insert Action from the pop up menu The Actions menu pops up enabling the required action to be selected for the script The action will be inserted directly beneath the script name as the first action To insert an action at a specific position in the list of actions Right click the action after which you want to insert a new action and select Insert Action from the pop up menu The Actions menu pops up enabling the required action to be selected for the script The action will be inserted after the selected action To change the order of actions in the list Select the action to be moved and drag and drop it to the required position in the list In the popup
217. r list Preferred Service A drop down list from which you can select the preferred service to which calls from the selected customer will be routed Initial Priority A drop down list from which you can select the initial priority of calls from the selected customer Caller IDs A customer in the system may have one or more CID when he dials in For example a cellular and home phone number This list defines all possible CIDs for the selected customer When a customer dials into the system the system compares its CID to the numbers in this list and if found the customer is identified 4 11 2 Configuring Customer Skills The Skills tab of the Customer Configuration window enables you to configure the skills required by calls from the selected customer To open the Skills tab Click the Skills tab at the top of the Customer Configuration window The Skills tab comprises Customer Skill The skill name and skill level required by calls from the selected customer To edit the skill level of a selected skill select the skill to be edited and enter the required level in the appropriate field Available Skills The names of the available skills in the system Add new skills to the Customer Skill list by dragging them from this list into the Customer Skill list Contact Center Administrator Manual 69 Configuring DNIS Numbers Chapter 4 The Administration Application FF EPICCenter Administration Customers Z Entities Tools So
218. rameter is changed to the manufacturer s default e Stop Bits Click on the appropriate radio button in this area according to manufacturer definitions When selecting the wallboard type this parameter is changed to the manufacturer s default Contact Center Administrator Manual 165 The Wallboard Window Chapter 6 Wall Board Administration Application 6 3 1 1 166 e Data Bits Click on the appropriate radio button in this area according to manufacturer definitions When selecting the wallboard type this parameter is changed to the manufacturer s default Baud Rate Click on the appropriate of the radio buttons in this area according to manufacturer definitions When selecting the wallboard type this parameter is changed to the manufacturer s default e Threshold Colors Thresholds are specific event values that if exceeded are marked by special colors These colors are used in the wallboard to show values that have exceeded the threshold values The color on the right indicates that the threshold of calls is almost reached and could become a problem The color on the left indicates that the threshold has been surpassed and a major problem is at hand You can change the colors by double clicking the left mouse button and using the Select Colors window e Save Click this button to save the data choices that have been entered and return to the wallboard main window e Cancel Click this button to undo any actions you performed
219. ransferred The destination may be either defined in the action itself predefined or dynamically defined by the content of a CP field Properties for Transfer predefined destination use CP field as destinati Voice contact Busy alternate dest No answer dest No answer timeout 20 Figure 5 31 GCCS Administration Transfer Action To add a Transfer action to a script Right click the reguired script position the cursor on the Insert Action option and select Transfer from the Actions menu The Action area displays the following fields and check boxes for configuring the Transfer script action 156 Transfer call to Predefined destination Check this radio button if the transfer destination is defined by this action In the edit box to the right enter the destination to which the call should be transferred This must be a valid dial number in the PBX It may be an external dial number to the PBX Use CP Field as destination Check this radio button if the transfer destination is dynamically defined by the content of a CP field From the drop down list to the right select the CP field that will contain a value of a dial number The Shorelel Chapter 5 CCS and GCSS Administration Application CCS GCCS Available Actions system will transfer the call to the dial number contained in the specified call profile field e Busy alternate destination This field can be used to defi
220. ration the Branch option is implemented by the matched exit point Database Response The followings fields enable you to define the next action to perform in this script based on the result of the SOLConnect action OK Define the script to which a branch is performed if the database connection is successful Timeout Define the script to which a branch is performed if the database connection is not established within the timeout period Error Define the script to which a branch is performed if the database connection has failed due to any reason other than timeout for example incorrect password 5 4 30 Configuring the SOLDisconnect Action 5 4 31 154 This feature is only available in Enterprise Contact Center The SQLDisconnect action enables you to disconnect from one of the databases that you are currently connected to i e through the SQLConnect action 18 Properties for SOL Disconnect Connection Name Honda Customers z Figure 5 29 GCCS Administration SQL Disconnect Action To add a SOLDisconnect action to a script Right click the required script position the cursor on the Insert Action option and select SOLDisconnect from the Actions menu The Action area displays the following fields and check boxes for configuring the SOLDisconnect script action e Connection Name From this drop down list select the connection name Connections can be added in the Contact Center A
221. re allowed or denied for this agent For example the COS may deny the agent from being able to pick up calls from the queue e Auto Answer on Incoming ACD Voice Calls When this check box is checked the system will answer automatically for the agent on incoming ACD Voice calls There is no alarming tone to warn the agent on the incoming call e Personal Email User Parameters User Name amp Password This parameter is used by the system to route email contacts to the agen s email account It is used only in cases where the OMS Organization Mail Server uses the personal addressing mode see Section 4 18 12 on page 106 This option is only available in Enterprise Contact Center 18 Shorelel Chapter 4 The Administration Application Configuring Agent e Call answer strategy Use this area to define the method by which the next contact is routed to the agent when the agent becomes available The strategy contains two stages 1 Determining the set of calls to be considered for routing and 2 Selecting from the set a single call to route to the agent This stage include two levels If by the primary level two calls with equal priority to the agent are found then the secondary rule decides which of the two will be the next call Group Select Click the appropriate option to define the criteria for selecting the set of calls b By scanning groups in the order they appear in the agen s group list b By all groups without
222. reens allow administrators to add and remove agents to set their properties and to assign them to or remove them from groups The Agent configuration screens consist of three tabs e Configuring Agent Details e Configuring Agent Groups e Configuring Agent Skills This tab is only available in Enterprise Contact Center To open the Agent Configuration screen Step 1 Click the Agents button in the Toolbar of the main application window Step 2 Click the Agents tab below the agents agent COS scrollable list The Agent Configuration screens contain e Agent List A scrollable list displaying the Name and Number of all the agents in the system Use the four navigational buttons below the list to move up or down the list return to the beginning or jump to the end of the list Clicking the right mouse button on any agent in the list provides options for sorting the list by Name or Number e New Click this button to activate a wizard to add a new agent to the list e Delete Click this button to delete an agent from the agent list e Tabs Area This area at the right of the agent list contains three tabs to configure the selected agent Details Groups and Skills 4 2 1 Configuring Agent Details Use the Details tab of the Agent Configuration window to configure the details of agents in the system Contact Center Administrator Manual 17 Configuring Agent Chapter 4 The Administration Application FF EPICCenter Administration
223. rform one of the following e Click the New Script icon from the toolbar e Select the New CFS option from the File menu A new script item will be added at the end of the list To copy scripts in the list On the Script Flow Chart Pane Click an action To copy more than one action Step 1 click and drag the mouse to select part or all of the script Step 2 Select the Copy option from the Edit menu or click the Copy icon from the toolbar In order to paste the copied part of the script in the new script Select the Paste option from the Edit menu or click the Paste icon from the toolbar To delete a script from the list perform one of the following e Click the Delete icon from the toolbar e Select the Delete CFS option from the File menu A new script item will be added at the end of the list To rename a script Click the script to be renamed and type a name A script name may contain up to 31 characters To insert an action at a specific position in the list of actions Step 1 Select the Palette tab Step 2 Choose the desired action Step 3 Either double click that action or drag and drop the action into the Script Flow Chart Pane Locate the action Contact Center Administrator Manual 127 CCS GCCS Available Actions Chapter 5 CCS and GCSS Administration Application 9 3 6 9 4 5 4 1 128 Step 4 Connect the action to the exit point of the action that should precede the new action When saving a script all no
224. rget ASA out of all the calls that are routed to the group These include Abandoned Interflowed and Answered by Another Group calls that are considered to be answered after the Target ASA e Maximum number of DNIS numbers The system must allocate memory to gather statistics on DNIS numbers according to this parameter This should reflect the actual number of DNIS numbers that the system will use e Abandoned calls storing period days This report gives a list of any abandoned calls provided that the call was accompanied with ANI It is used by the contact center to give a call back to these callers These parameters define how long a record in this report is saved e Provide statistics for domains Enter the number of domains for which you want statistics This option is only available in Enterprise Contact Center Choose this number carefully since higher numbers require more system memory e Provide agent by domain statistics Check this box to receive statistics for agents by domain This option is only available in Enterprise Contact Center Enabling this information takes up considerable database space e Text Display Colors A color coded list displaying the different agent states and numerical value levels in the Real Time Monitoring application To change the color for a particular agent state Step 1 Scroll through the list Step 2 Double click the required state Step 3 In the Colors dialog box that appears select the
225. roduct of the Skill value and preference of the agent for this skill from the Skill value required by the call If the outcome is negative it is considered zero The system summarizes all the above The lower the number is the better the match For example Assume that a call requires skill named CARS with a value of 75 Agent A has a 50 skill value and 100 skill preference Agent B has a 75 skill value and 75 skill preference The system calculates it as follows Agent A 75 50 100 100 25 Agent B 75 75 75 100 18 75 So the call will be routed to Agent B Use the Skills tab of the System Configuration window to configure the skills that may be assigned to agents and calls in the system 24 EPICCenter Administration System zi Entities Tools Window Help 0 V 3 V A V Wl Bo HE CHEB Working Times Call Profile PBX CTI link ms Misc IVR Ports Incomplete Tagged Codes Outhound Internet Mena l gt Skill Name custom eCust Honda eCust Mazda eSales BMW eSales Honda eSales Mazda New Delete Figure 4 56 System Skills Configuration Screen To open the Skills tab Click the Skills tab at the top of the System Configuration window The Skills tab displays a scrollable list of the currently defined system skills and the following two buttons e New Click New to add a new empty row to the Skills list where you can define a new skill name e Dele
226. rofile Chapter 4 The Administration Application To open the Call Profile tab Click the Call Profile tab at the top of the Dial List Configuration window The Call Profile tab comprises e Mandatory Fields A list of the currently defined mandatory fields for the selected Dial List call profile To edit the mandatory call profile fields for the selected Dial List select the field to be edited and the required Value from the appropriate drop down list e User Fields A list of the currently defined user fields for the Dial List call profile To edit the optional call profile user fields for the selected Dial List select the name of the field to be edited and enter the required Value in the appropriate field e Available User A list of all the available user fields Add new user fields to the User Fields list by dragging them from this list into the User Fields list 4 14 1 Configuring Dial List Skills This tab is only available in Enterprise Contact Center The Skills tab of the Dial Lists Configuration window enables you to configure initial values of skills parameters for calls generated by the dial lists FF EPICCenter Administration Dial Lists i Entities Tools Sort Window Help 0 V 3 VA V Wl Bi HE CHE 8 Dial List Name Service Name Honda Customers Details Input Output Scheduling Call Profile Skills Skills Available Skills Name Skill Level Name eCust BMV eCust Honda eCust
227. rt Window Help amp V 3 V A V Wl Bi HE CH se Name Customer Cars Reseller In cae Details d Skills Available Skills Skill Name Skill Level Skill Name eCust BMV eCust Honda eCust Mazda eSales BMYY eSales Honda eSales Mazda Quick Search lt e Delete Figure 4 37 Customers Skills Configuration Screen 4 12 Configuring DNIS Numbers The DNIS entity is a statistical entity that is used to collect statistics on contact center activity that are routed through specific entry points dialed by customers Use the DNIS Configuration window to configure the details of the DNIS call numbers A DNIS number is a series of digits that identifies to the contact center the number that the caller dialed To open the DNIS Configuration window Click the DNIS icon in the toolbar Deleting a DNIS number removes all of its statistics The DNIS number is the same as the IRN Dial Number In the case where statistics should be gathered on the IRN the IRN should also be defined as a DNIS The DNIS Configuration window comprises e DNIS List A scrollable list displaying the name and number of every DNIS in the system Use the four navigational buttons below the list to move up or down the list return to the beginning or jump to the end of the list e New Click New to activate a wizard to add a new DNIS to the list The number of DNIS items allowed in the system is defi
228. rvers If there is a connection problem please verify the valid port with your mail server administrator and change this value accordingly Shorelel Chapter 4 The Administration Application Configuring Mail Accounts FF EPICCenter Administration Email Accounts zi Entities Tools Sort Window Help 0 V BB VA V Wl Bo He VAs Name Email Account Email Account Address leSupport easyrun com Quick Search eSupport easyrun com Details Incoming Outgoing Email Server mail easyrun com Pop3 v f 10 Protocol Port Authentication Username Password Advanced Mail Accounts Figure 4 49 Mail Account Incoming Configuration Screen e Advanced Click Advanced to view the Mail Account Receive Advanced dialog box Cache Messages Defines how many messages at a time can be cached in the system If this number is exceeded the system will not poll or download further emails from the OMS The cache is used by the system defend itself from spam Messages to Download at a Time Defines how many emails to download at a time from the selected mail account Poll Interval Define how often the system polls the selected email account for further emails This parameter may affect the OMS performance since MISSING TEXT Max download transfer time sec The maximum time the system waits for a single email to be downloaded from the OMS to the cache In some cases it may take
229. s 000000 eee eee 86 4 17 3 Configuring Mail Account Outgoing Parameters 0 0000 e eee eee eee 87 Configuring General System Parameters 02000 eee 88 4 18 1 Configuring System Working Times 00 0000s 89 Shorelel Table of Contents 4 18 2 Configuring the System Call Profile 020 tenes 92 4 18 3 Configuring MIS Parameters 1 00 0 ttt teens 93 4 18 4 Configuring System Miscellaneous Parameters 0 0000 cece eee 94 4 18 5 Configuring System IVR Ports 0 0 ttt teens 96 4 18 6 Configuring System Skills Torns eeta eect eee eee 98 4 18 7 Configuring System Incomplete Destinations 0 00 ce eee 100 4 18 8 Configuring System Tagged Codes 1 1 0 0 ect nee 101 4 18 9 Configuring System Outbound Parameters oessa era e E e 102 4 18 10 Configuring System Internet Parameters for Chat Contacts 0 0 104 4 18 11 Configuring Internet Chat Responses 00000 teens 105 4 18 12 Configuring System Internet Parameters for Email Contacts 106 4 18 13 Viewing Licensing Information orses iee Ee pa E eE ete nee 107 4 18 14 Configuring DB Backup Parameters soos surie iua teni i rasare eens 108 4 18 15 Restore from Backup ona ee n Aa a a EE E a E R EEA 110 4 18 16 Configuring External DB Connections aanas 0 0 ccc eee nee 111 4 18 17 Configuring the Interface toa WFM Application 0000 eee 112 4 18 18 Configurin
230. s 3 5 1 Settings and Options Settings and options can be configured for the various management entities 3 5 1 1 Group Thresholds The threshold values for a group are assigned to fields displayed in the Agent Manager software You can control the view in real time reports to indicate yellow warning conditions or red alert levels for the number of agents logged in calls waiting wait time and idle state 3 5 1 2 MIS MIS reporting attributes can be set in the MIS tab of the System configuration window Historical report intervals Intervals are the time periods that are monitored for historical statistical data purposes Intervals are determined for each group in the system in ShoreWare Contact Center Director Target Service Factor calculation Target Service Factor is the percentage of calls answered within the Target Average Speed of Answer ASA out of all the calls that are routed to the group This factor indicates how well the group is providing the level of service defined for it based on the Target ASA Abandoned and overflowed calls are considered as answered after the Target ASA Display colors You can set the display colors for the different agent states See the ShoreWare Supervisor Applications Guide for details 3 5 1 3 Miscellaneous The following miscellaneous system settings can be set in the Misc tab of the System configuration window Priorities You can set default priorities for internal and
231. s Any field in the Call profile can be used to find a matching customer in the database The value used as key is either the Caller ID or a number received from the caller using the Get Digits action and stored in the Call Profile This action when used in CCS Administration can also be used to change the call profile and or branch to other scripts depending on whether the customer was found or not When used in GCCS Administration this action has two exit points depending on whether the customer was found or not In order to change the call profile a Change Call Profile action should be added after each exit point OK N F CONTINUE Look up customer according to the value in the call profile field Caller Id z Figure 5 13 GCCS Administration Customer Query Action To add a Customer Query action to a script Click the right mouse button on the required script position the cursor on the Insert Action option and select Customer Query from the Actions menu The Action area displays the following fields for configuring the Customer Query action e Areal Look up customer according to the value in the call profile field Select the Call Profile field you want to use as a search key for a customer in a database The default is Caller ID but it can be changed to any Call Profile field by using the pull down list The selected field s value will be used to search the database for a customer with a customer
232. s action establishes the agent in the Ready State In Ready state the system will route ACD calls to the agent s phone The Resume action is used to resume an agent A PC Less agent may use a script that contains it to resume to a normal ACD mode The action assumes that the cal s calling device is the agent device It then looks for the agent who is logged in on this extension If an agent is found and the agent is in released state the agent s state changes to idle To add a Resume action to a script Right click the required script position the cursor on the Insert Action option and select Resume from the Actions menu The Action area displays the following fields and check boxes for configuring the Resume script action The following fields are relevant to CCS Administration only In GCCS Administration the Branch option is implemented by the matched exit point e Confirm Resume Script From the drop down list select a script to branch to when the resume action succeeds This action is obsolete and exists only for backwards compatibility Please use the Release Resume action instead Configuring the Send Message Action This feature is only available in Enterprise Contact Center The Send Message action is a chat related action Here you can define a message to be sent to a chat caller Any of the messages predefined in the CCS Admin Options under the Messages tab may be sent Properties for Send M
233. s busy with an incoming non ACD call NACD Out State sec The time the agent is busy with an outgoing non ACD call Release State sec The time the agent is in the Release state NACD Out Rls State sec The time the agent is busy with an outgoing non ACD call while the station is in Release state Contact Center Administrator Manual 29 Configuring Groups Chapter 4 The Administration Application e NACD Inc Rls State sec The time the agent is busy with an incoming non ACD call while the station is in Release state e Busy Release State sec The time an incoming call rings the agent s telephone e Busy State sec The time the agent is in the Busy state ACD calls are not routed to an agent in this state e Busy ACD Other Grp State sec The time the agent is busy with an ACD call from another group e O ACD Rsrvd State sec The time the agent is reserved during preparations for an outbound ACD call e O ACD Talk State sec The time the agent is busy talking on an outbound ACD call 4 4 4 Configuring Group Staffing 30 This tab is only available in Enterprise Contact Center The Staffing tab enables you to define the number of agents required by a group on a daily basis Once these numbers are defined they become the default settings A calendar is then generated for each group displaying the number of staff members required by the group for each day of the week The numbers can easily be modified and
234. s of importing new dialing records from the external database All the records that will be fetched by the input query and are not fetched already would be fetched Shorelel Chapter 4 The Administration Application Configuring Dial Lists Automatic Import Enabled Check this check box to tell the system to import new records periodically Set the Every hours minutes to set the cycle time for the import process e Current Status Opens a window displaying the current status of the dial list active or not as well as a pie chart displaying the current status of the dial list How many calls failed red How many calls succeeded green How many calls are active if dial list state is active or stopped if the dial list status is stopped This is the number of dialing records to dial that are still pending The total of the above three categories is the number of dialing records to dial those who were dialed already and those that are still pending e Terminate Restart When pressed while the dial list is active a message displays the following warning Terminate action will erase all the accumulated data relevant to this Dial List Click OK to continue or Cancel 4 13 2 Configuring Dial List Input This tab is only available in Enterprise Contact Center The Input tab of the Dial Lists Configuration window contains the parameters required by the dial list to query the external database and fetch the
235. s tab at the top of the System Configuration screen The Tagged Codes page of the System Configuration screen comprises e Wrap Up codes list A list displaying the Name of the wrap up code usually the subject of the call and the Number to be dialed by the agent at the end of the call New Clicking this button adds a new row to the list Enter the Name and Number for a new wrap up code Delete Clicking this button deletes the last or a selected row from the Wrap Up codes list Contact Center Administrator Manual 101 Configuring General System Parameters Chapter 4 The Administration Application Release codes list A list displaying the Short Name used in the Real Time Application and the long Name Used in the Historical Reports of the release codes New Clicking this button adds a new row to the list Enter the Short Name and Long Name of the new release code Delete Clicking this button deletes the last or a selected row from the Release codes list 4 18 9 Configuring System Outbound Parameters Use the Outbound tab of the System Configuration window to define parameters for handling outbound calls The system generates outbound calls according to the following seguence 1 The system first waits for an agent that will handle the call and reserves the agent for this call 2 The system then waits for an IVR port to become available As soon as the IVR port becomes available the IVR starts to dia
236. sage to scenario pop up dialog box there is an option to assign the parameter to a specific group for each parameter in the message e In the Add Edit message to scenario pop up dialog box there is also an option to define a default group that if defined is used for every parameter that has no group assigned in the previous stage e In the message editor in the select parameter dialog box there is an option to assign the parameter to a specific group This assignment is used if no assignment made in one of the previous options e In the message editor there is an option to define a default group for the message This group is used for every parameter is not assigned to a group in any of the previous stage Shorelel Chapter 6 Wall Board Administration Application The Wallboard Window 6 3 The Wallboard Window The Wall Board window displays the wallboard list and contains three tabs Config Scenario and Pop Up The Config tab is used to define the communication parameters to the selected wallboard The Scenario tab is used to define the messages scenario for the selected wallboard The Pop Up tab is used to define the pop up scenario for the selected wallboard The Wallboard window enables the administrator to add new wallboards to the list remove wallboards from the list and to run the scenario or pop up when changed 6 3 1 The Wallboard Window The Config Tab A new wallboard can be created or an existing one can be
237. selected Description This area at the bottom left of the window provides a description of the selected script This can be used to explain the purpose and the text of an announcement or the reason for a selected script The description can be edited if required and can contain a maximum of 2 048 characters Script flow pane The area at the right of the window is used to display a chart that dts the flow of the script The Contact Center GCCS Administration window can be resized in order to display required by dragging its borders widthwise and or lengthwise Any changes to the window size configuration will be automatically saved and displayed when the window is next opened The Comment and Script Action areas can be reduced and enlarged by dragging the lines that separate them up or down and left or right The GCCS Administration Menu Bar The GCCS Administration menu bar contains the following items File This menu provides the following sub menus New CFS Adds a new script to the Script list Save Saves any changes made in the current script Save All Saves all changes made in the scripts Delete CFS Deletes the script from the script list Reload and Sort Reloads all scripts from the database sorting them chronologically or alphabetically Print Prints the current script Exit Closes the application If changes are not saved before trying to exit the application a warning message wil
238. selected group Select the required agent agents in the Available Agents list and drag the selection into the Group agents list or click the Add button To add all agents click the Add All button Contact Center Administrator Manual 27 Configuring Groups Chapter 4 The Administration Application To un assign an agent agents from the selected group Select the reguired agent agents to be removed from the Group agent list and drag the selection into the Available agents list To remove all agents click the Remove All button To change the order of the groups Click the agent to be moved and drag it into the required position in the list 4 4 3 Configuring Group Thresholds Threshold values are assigned to fields that are shown in the real time reports Each field that has a threshold value attached to it may appear in the reports in three different background colors depending on the field s current numerical value and its thresholds e White Default background color indicates that the value shown is in the normal zone no alarm range e Yellow Indicates that the value is in a low warning level zone slightly too high or too low e Red Indicates that the value is in a high warning level zone unacceptably high or low You may change the actual color displayed on the screen see Section 4 18 3 on page 93 In that case the Yellow level thresholds may be viewed on screen in another color z EPICCenter Ad
239. splays the Number Channel and Outbound check box of all currently assigned numbers and channels to the IVR Groups e Available IVR Ports This area displays the Number Channel and Outbound check box of all available assigned numbers and channels to the IVR Groups To assign an IVR Port Ports to the selected IVR Ports Group Select the required IVR Port Ports in the Available IVR Ports list and drag it into the IVR Group Ports list or click the Add button To add all ports click Add All To un assign an IVR Port Ports from the selected IVR Ports Group Select the IVR Port Ports to be removed from the IVR Group s Ports list and drag the selection into the Available IVR Ports list or click Remove To remove all IVR Ports click Remove All Configuring IVR Applications These features are only available in Enterprise Contact Center The IVR application is used by the Contact Center to perform interactive tasks with the caller Each individual application is composed of different actions to form a script that executes a procedure An IVR application may use a single script or multiple scripts in a single application To open the IVR Application Configuration window Click the IVR Application icon in the Toolbar of the main application dialog box The IVR Application Configuration window comprises e IVR Applications List A scrollable list displaying the name of each IVR Application currently configured in the system Use the four n
240. st 48 Shorelel Chapter 4 The Administration Application Configuring Services 4 8 5 Step 3 Drag the required overflow group from the Groups list to the Available Group To remove a shift from the overflow destination for a shift Step 1 Check the Show Shifts Destination check box Step 2 Select the shift from the Shifts list and click Remove Configuring Service Interflow Interflow calls are those calls that are waiting for a service and are not handled within a specified amount of time Interflow calls are no longer part of the ACD domain If the interflow destination is an IRN or service the call enters the interflow IRN service as a new ACD call FF EPICCenter Administration Services i Entities Tools Sort Window Help V B V A I B s r ee GB Service Sales Name eSales Details Ann Plan Destination Overflow Interflow Na Agents Callbacks Abanus Sales m EE os Destinations Note Default destinations are used when shift destinations are not defined T Predictive Interflow Default Destination Not Defined Timeout Type of Day ShiftName Dest Type Destination Name Quick Search Add Remove unio _ toe Figure 4 23 Services Interflow Configuration Screen To open the Interflow tab Click the Interflow tab at the top of the Service Configuration window The Interflow tab comprises e Predictive Interflow If checked any call that ent
241. st Delete Click this button to delete a group from the groups list Tabs Area This area at the right of the agents list contains four tabs that enable the configuration of the selected group Details Agents and Skills Configuring Group Details Use the Details tab of the Groups Configuration window to configure the details of groups UV BB V A g s H VAS Name eCustomer 110 210 109 209 108 cSales eCustomer eSales vCustomer b Lal mje New Figure 4 7 Number CE Group Name Number vSales Details Agents Thresholds Staffing Short Calls Threshold Email only Capabilities Sales 208 Voice and other capabilities Chat Statistics Target ASA Max ACD Talk Time Interval Time T Callback 30 I Dial Lists 20 sec 120 sec min Service Time Intervals STI sec E Quick Search 20 Group Details Configuration Screen Contact Center Administrator Manual Configuring Groups Configuring Groups Chapter 4 The Administration Application To open the Group Details configuration screen Step 1 Click the Groups button in the Toolbar of the main application window Step 2 Click the Details tab in the tabs area The Groups Details configuration tab is displayed The Details tab displays the following options e Name A unique name for the group e Number A unique number for the group The Group Number is
242. st below the combo box is changed to a list of devices Click New to add a monitored device to the list Click Remove to remove the last or selected device from the list gt Specific agent This option is used when the logging system is not limited to specific devices but it has fewer licenses then the number of simultaneously logged in agents In this case the list bellow is changed to a list of agents Name and Number Click Add to add an agent to the list Click Remove to remove the last or selected agent from the list 4 18 19Configuring the Interface to a CRM Application Use the Interface tab of the System Configuration window to define various parameters for external interfaces The Interface tab contains four tabs DB Connections WFM Workforce Management Loggers and CRMs The currently supported CRM application is SAP F EPICCenter Administration System lt 1 Entities Tools Window Help amp V BV A V MI S s He VES PBXCTllink MS misc IVR Ports Skits Incomplete Tagged Codes Outbound Internet Management Interfaces CRM definitions CRM Type ap CRM Server IP 1277 0 0 1 CRM Network Service Id 0 bad EPIC Program Id asyrun rfcsery User Field 0 DB Connections Figure 4 69 System CRM Configuration Screen Contact Center Administrator Manual 115 Configuring General System Parameters 116 Chapter 4 The Administrati
243. sub menus New Script Adds a new script to the Script list Save Saves any changes made in the application Reload and Sort Updates and sorts the Scripts either in chronological or alphabetical order Exit Closes the application If changes are not saved before trying to exit the application a warning message will pop up e Tools This menu provides the Options sub menu e Help This menu enables access to the context sensitive Help topic and provides information about the current version 5 2 3 The Contact Center CCS Administration Options Dialog Box The Options dialog box offers the followings options xi General Messages hide edit controls timeout sec 5 Restore Factory Window Settings cancel ok Figure 5 2 CCS Administration General Options e Define the timeout period for which an edit field is active on the window The CCS Administration activates input fields when the mouse is passed over them and deactivates them after this timeout It is suggested to set this value to a high number e Manage the predefined chat responses list Chat messages can be added modified or deleted The chat responses are used in actions that are relevant to chat contacts such as Send Message This action may be used in a script used as an announcer for chat contacts e Restore the Dialog s window location and size to the default values Contact Center Administrator Manual 119 Using CCS Adm
244. t Multi Site Server Peripherals Save Undo Help Figure 4 64 System Licensing Screen To open the Management tab Step 1 Click the Management tab at the top of the System Configuration window Step 2 At the bottom of the screen click the Licensing tab Contact Center Administrator Manual 107 Configuring General System Parameters Chapter 4 The Administration Application The following parameters are extracted from the lock device attached to the server A complete list of all the servers lock device parameters may be obtained by clicking the License Viewer icon in the Contact Center program group on the server The Licensing tab comprises e Version The solution type that installed Will display Full in case of Contact Center or Lite in case of Lite e Total concurrent agents Maximum number of agents of all types who may be logged in to the system concurrently e Incoming voice agents Maximum number of agents who login to a group that requires a license to handle incoming voice calls that may be logged in to the system concurrently e Incoming chat agents Maximum number of agents who login to a group that requires a license to handle incoming chat contacts that may be logged in to the system concurrently e Outbound voice agents Maximum number of agents who login to a group that requires a license to handle outbound voice calls that may be logged in to the system concurre
245. t Broadcast Messages Since the route point is not configured for voice mail Accept Broadcast Messages is not available Include in Dial by Name Check this box only if you want callers to reach the contact center destination by entering the destination name at the auto attendant prompt Make Number Private It is recommended that you check this so the number remains private Leave it unchecked if the number is public for internal callers so it is available in ShoreTel Call Manager Call Stack Depth Set the Call Stack Depth to 100 Recorded Name Since the route point is not configured for voice mail Record Name is not available Call Handling Mode Selection Schedules are not used with the route point acting as a contact center destination Accept the default setting On Hours Schedule Do not configure a schedule for the route point The default will be the On Hours schedule which directs calls to the contact center all the time If you have Contact Center Solution you can create a call handling schedule by configuring the route point schedule For more information see Section on page 23 Call Forward These buttons specify when calls are forwarded The conditions are Always No Answer Busy and Never Accept the default setting No Answer Busy The No Answer Busy condition forwards calls to the No Answer Destination after the specified number of rings or to the Busy Destination immediately if the call stack is full Busy Dest
246. t and click Remove To assign a group to the callback group for the service Step 1 Check the Show Default Destination check box Contact Center Administrator Manual 53 Configuring Services Chapter 4 The Administration Application Step 2 Drag the reguired group from the Available Groups list into the destination Groups To remove a group from the callback group for the service Step 1 Check the Show Default Destination check box Step 2 Drag the reguired group from destination Groups into the Available Groups list To add a Callback destination for a shift other than the default destination Step 1 Check the Show Shifts Destination check box Step 2 Click Add Step 3 Select the reguired shift from the list of shifts that appears and click OK Step 4 Drag the required Callback group from the Available Groups list to the destination Group To change a callback destination for a shift Step 1 Check the Show Shifts Destination check box Step 2 Select the required shift from the Shifts list Step 3 Drag the required Callback group from the Available Groups list to the destination Group or vice versa To remove a Callback destination for a shift Step 1 Check the Show Shifts Destination check box Step 2 Select the shift from the Shifts list and click Remove 4 8 8 Configuring Service Automatic Callbacks to Abandoned Callers An Abandoned call is one where the caller disconnected before being handled by an agent One of t
247. t connected actions are removed automatically Main Differences Between Using CCS and GCCS Besides the operational differences between the two applications one is a textual based and the other is a graphical there are few conceptual differences In CCS Administration a script is a list of actions performed one by one unless one of the actions branch to a different script some actions in the CCS Administration can branch to a different script like Give Menu In GCCS Administration actions have exit points some actions have only one exit point but some have several exit points and the call will continue the action that is connected to the exit point selected according to the action results for example the Give Menu action in the GCCS Administration has an exit point for each possible digit input and additional exit point for timeout If the customer presses the T digit the script will continue to the action that is connected to the l exit point In CCS Administration some actions can change the call s call profile actions in GCCS Administration do not affect the call s call profile In order to change the call profile of the call a Change Call Profile action should be added CCS GCCS Available Actions Configuring the Announce Action This feature is only available in Enterprise Contact Center The Announce action announces numerical values to the caller for example Your customer number is 2763
248. t the selected message To insert a pop up message to a scenario Step 1 In the Pop Up window select a message to add to the Pop Up scenario from the Message Library Step 2 Click Add The Add Pop Up Message window opens This window is identical to the Edit Pop Up Message window except that the latter displays the parameters of the message you want to edit Step 3 In the From Date field enter the date when the message is to start appearing on the wall board The date must be entered in the DD MM YY format Contact Center Administrator Manual 169 The Wallboard Window 6 3 3 1 170 Step 4 Step 5 Step 6 Step 7 Step 8 Step 9 Chapter 6 Wall Board Administration Application In the To Date field enter the date when the message is to stop appearing on the wall board The date must be entered in the DD MM YY format In the From Time field enter the time when the message is to start appearing on the wall board The time must be entered in the 24 hour format 00 00 In the To Time field enter the time when the message is to stop appearing on the wall board The time must be entered in the 24 hour format 00 00 In the Day of the Week area click the days of the week when you want the pop up message to appear There are two ways to add a pop up message Concatenate to Scenario or Wipe Out In the Concatenate to Scenario mode the message is incorporated into the message scenario for the indicated amount of
249. t will be counted as part of the statistics for this application Configuring the IVR Application End Action This feature is only available in Enterprise Contact Center An IVR application is a statistical entity that may be used to collect data about how calls perform a script or a part of a script IVR applications are defined in Configuring the IVR Applications in the Contact Center Administration This action stops the data collection for the required IRV Application To add an Application End Action to a script Click the right mouse button on the required script position the cursor on the Insert Action option and select the IVR Application End from the Actions menu Contact Center Administrator Manual 143 CCS GCCS Available Actions Chapter 5 CCS and GCSS Administration Application 5 4 17 Configuring the Logic Switch Action 144 This feature is only available in Enterprise Contact Center The Logic Switch action enables a logical selection of how a call will be handled based on the values of Call Profile fields Some fields are user defined such as customer ID and others are defined by the system such as time priority DNIS etc The parameters defined in the Logic Switch action area are referred to as Logic Branches Each Logic Switch action relates to one Call Profile field but can contain up to 100 Logic Branches in CCS Administration and up to 10 Logic Branches in GCCS Administration A Logic Branch consists of a co
250. tab displays the current groups assignment for the selected super group in the Super Groups list It contains the following two lists e Super Group Groups This area displays the name and of all the groups currently assigned to the selected super group The assignment configuration can be edited 36 Shorelel Chapter 4 The Administration Application Configuring Supervisors e Available Groups A scrollable list displaying the name of all the groups available for assignment in the system To assign a group groups to the selected super group perform one of the following e Select the required group groups using either the lt Shift gt or lt Ctrl gt key from the Available Groups list and click Add to add your selection to the Super Group s Groups list e Click Add all to move all the groups in the Available Groups list to the Super Group s Groups list To remove a group from the selected super group perform one of the following e Select the required group groups using either the lt Shift gt or lt Ctrl gt key from the Super Group s Groups list and click the Remove button or drag your selection into the Available Groups list e Click Remove all to remove all the groups listed in the Super Group s Groups list 4 7 Configuring Supervisors A supervisor in the contact center is responsible for the management of one or more agent groups one agent group can also be managed by several supervisors Use the
251. te Click Delete to delete a selected row from the Skills list Contact Center Administrator Manual 99 Configuring General System Parameters Chapter 4 The Administration Application 4 18 7 Configuring System Incomplete Destinations 100 When a call enters the system with no valid routing destination the system routes it to the incomplete call destination For example if a call enters IRN with a Call Control Script as a destination but the script has not set a value for the service reguired mandatory call profile field this leaves the IRN without a destination In this case the system uses the Incomplete Destination for that call Since Email contacts can interflow only to email account the incomplete destination for Email is separated to a different tab This screen therefore has two tabs one for Voice Chat contacts and the other is for Email contacts It is exactly the same but the fact that the destination for email contacts may be only email address The system automatically identifies the media type and according to it send the contact to the proper destination FF EPicCenter Administration System By Entities Tools Window Help amp V VA Wl Bo H VE eo Working Times CallProfle PBXCTIIink MS Misc IVR Ports Skits Tagged Codes Outbound Internet Mana System Incomplete Destination Definition Note Default destinations are used when shift destinations are not defined Default I
252. ted ANI Prefix will disappear from the ANI Prefixes list 4 10 3 Configuring Domain Call Profile This tab is only available in Enterprise Contact Center The Call Profile tab of the Domain Configuration window enables you to set the initial values in the call profile fields of calls that routed by the domain routing rules In this page you can define both mandatory fields and user fields Mandatory fields include compulsory call profile information such as call priority User fields contain optional call profile information that is used for further call processing To define new user fields see Configuring the System Call Profile FF EPICCenter Administration Domains Ce Sy Entities Tools Sort Window Help O 0 V 3 TA V kil S s H CE 8 Domain NYC All but Manhat Domain Albany Details Call Profile Skills Destination Long Island a Mandatory Fields NYC Manhattan vc araamernt Field vawe d 0017751 User Fields Available User Fields Value Name Account Not Account No2 Chat contact EMail contact Voice contact Quick Search Domains ANI Prefixes Figure 4 33 ANI Domains Call Profile Configuration Screen To open the Call Profile tab Step 1 1 Click the Domains tab below the scrollable list to display the Domain list Step 2 2 Click the Call Profile tab at the top of the Domain Configuration window Contact Center Administrator Manual 65 C
253. tes Patent 7 167 486 ShoreTel Inc All rights reserved Version Information Contact Center Administrator Manual Release Version 4 66 Part Number XXX XXXX XX Revision 1 Date February 27 2008 Company Contact Information Comm3 3939 Belt Line Road Suite 775 Addison TX USA 1 214 389 2600 Tel 1 214 389 2601 Fax www comm3 net Preface Objectives This guide describes how to use the Contact Center Administration application the Contact Center Call Control Scripts Administration application the Contact Center Graphical Call Control Script Administration application and the Wallboard Administration application It describes how to configure the system to route calls It is intended for contact center administrators For hands on information on the Contact Center Administration the Contact Center Call Control Scripts Administration the Contact Center Graphical Call Control Script Administration and the Wallboard Administration applications please refer to the On Line help For a description of many of the Contact Center concepts and terms used in this document refer to the Glossary Documentation Overview The followings documents are available for the Contact Center system e Contact Center Administrator Guide e Context Sensitive On Line Help e SuperVisor User Manual e Contact Center Agent User Manual e Contact Center Installation and Getting Started Guide e Integration with CRM Applications Reference Guid
254. the bottom left of the window provides a description of the selected script or action This can be used to explain the purpose and the text of an announcement or the reason for a selected script or action The description can be edited if required and can contain a maximum of 2 048 characters e Action The area at the right of the window can be used to configure the parameters for the currently selected script action e Call Profile Modifier The Call Profile Modifier is active whenever an action allows changes to the Call Profile Not all the actions allow the Call Profile to be changed e Call Profile Field Value Editor The area on the right side of the Call Profile Modifier is activated in order to define a value for a specific field in the Call Profile The Contact Center CCS Administration window can be resized in order to display required information by dragging its borders widthwise and or lengthwise Any changes to the window size configuration will be automatically saved and displayed when the window is next opened The Scripts Comment and Action areas can be reduced and enlarged by dragging the lines that separate them up or down and left or right The line between the Call Profile fields cannot be moved Shorelel Chapter 5 CCS and GCSS Administration Application Using CCS Administration 5 2 2 The CCS Administration Menu Bar The CCS Administration menu bar contains three items e File This menu provides the following
255. the required agent number using the Get Digits action The agent extension is assumed to be the cal s calling device The system is shipped with a predefined script named login that implements it The agen s primary groups list is defined in the Contact Center Administration in the agents configuration screens Contact Center Administrator Manual 145 CCS GCCS Available Actions Chapter 5 CCS and GCSS Administration Application To add a Login Primary Groups action to a script Right click the required script position the cursor on the Insert Action option and select Login Primary Groups from the Actions menu The Action area displays the following fields and check boxes for configuring the Login Primary Groups script action The following fields are relevant to CCS Administration only In GCCS Administration the Branch option is implemented by the matched exit point e OK A script to branch to if the Login Primary Groups is successful e Fail A script to branch to if the Login Primary Groups fails This action is obsolete and exists only for backwards compatibility Please use the Login Logout action instead 5 4 19 Configuring the Login Logout Primary Groups The Login Logout Primary Group action plays a file that tells the caller its current status logged in or logged out and allows the caller to change the login logout state This action is constructed from three steps each represented by a different tab
256. the system Changing a message that is part of a scenario will take affect only after pressing the Run button in the Wallboard window Cancel Click Cancel to undo any changes you have made and return to the original message Params Click Params to open the select parameter dialog box in which you can select preset parameters from the Parameters list Parameters selected from this list are included in the message Delete Click Delete to erase a selected message A warning appears Click Yes to delete the message or No to cancel the process Help Click Help to open Contact Center Wall Board Administration Help To create a new message Step 1 In the Messages Editor window click New All the fields become blank except for the Message Library Step 2 In the Message Name field enter the name of the new message Step 3 In the Default Group field select from the drop down list the default group for the message see Parameter s group assignment rules Step 4 In the work area at the lower part of the window type the new message Step 5 If you need to add a parameter to the new message place the cursor where you want the parameter to appear within the message and click Params Step 6 When you have finished editing the message click Update in the Message Editor window to save the new message The new message s name appears in the Message Library When using the Message Area in the Message Editor it is important to
257. their geographical location Domains are defined by the leading digits such as the area code or area code plus a prefix in the caller ID The system can generate reports according to domains to show how many calls have been received from a particular geographical area or domain Customers The customer list and the customer routing feature of the IRN work together to identify the caller and route the call according to the callers identity The customer list contains the customer ID number priority and preferred destination for each specific customer Dial Lists The dial lists are sets of telephone numbers that are used for outbound calls You can define rules for dial lists in the Contact Center Director A dial list can be a separate list from a database or from the existing customer database IVR Ports The IVR port is used by the ShoreTel system to perform an IVR action on a call or play music on hold The IVR ports are part of the systems numbering plan IVR Groups IVR groups are set collections of IVR ports IVR ports are used by the ShoreTel system to perform an IVR action on a call Reporting Entities Reporting entities are used to monitor different points of the system and to generate reports e Trunks A trunk is a channel of conversation between the Public Service Telephone Network PSTN and the ShoreTel System These lines carry all of the ACD calls as well as external non ACD calls to and from the system e Sup
258. ther call processing In the Contact Center Administration environment the only available field to set is the Language mandatory field This field is used by the system to determine the language in which the announcements are made To define new user fields see Configuring the System Call profile EF EPICCenter Administration IRN DER 4 Entities Tools Sort Window Help 00 V BB I V A V I B s AE B IRN Default Destination IRN 8000 HU Ba a Details Call Profile Skills Destination Mandatory Fields Field Value Priority 0 z Language x User Fields Available User Fields Name Value Name Voice contact true Account Not Account No2 Chat contact EMail contact Quick Search lt gt New Delete Figure 4 28 IRN Call Profile Configuration Screen Contact Center Administrator Manual 59 Configuring IRN Chapter 4 The Administration Application To open the Call Profile tab click the Call Profile tab at the top of the IRN Configuration window The Call Profile tab comprises e Mandatory Fields A list of the currently defined mandatory fields for the selected IRN call profile To edit the mandatory call profile fields for the selected IRN select the field to be edited and choose the required Value that is the required service from the drop down list e User Fields A list of the currently defined user fields for the IRN call profil
259. time In the Time field enter the exact length of time that the message should appear in the scenario In the Wipe Out mode the pop up message overrides the scenario for the length of time that the message should appear This type of pop up message appears for the specific amount of time defined in the Time field and according to every time that was predefined in the every field If two pop up messages defined by the Wipe Out method are configured to appear at the same time the message with the higher priority as defined in the Priority field will display In the Default Group field enter the appropriate group This group will be used for any parameter that is not specifically assigned a group in the next step Step 10Using the up and down arrows select a parameter in the Param field Note that the selected parameter is highlighted in the message area and the parameters name appears in the Name field Step 11 You can now change the Group assignment for this field Continue to do this until you are satisfied with the parameters and their respective groups If you have decided to skip one field and not to assign a group for it this parameter will display values that are related to the default group selected in step 4 of this procedure The Add Edit Pop Up Message dialog box This dialog box is displayed when the Add Edit buttons in the Wallboard Window in the pop up tab are clicked From Date 12 01 05 To Date 12 01 05
260. tion four fields are displayed The type of day to which the shift belongs The shift name The type of the no agent login destination for that shift RN Call Control Script or device The destination name in case of IRN or Call Control Script or DN in case of device This option is only available in Enterprise Contact Center To add a no agent destination for a shift other than the default destination Step 1 Click Add Step 2 Select the required shift from the list of shifts that appears and click OK Step 3 Select no agent destination To change a no agent destination for a shift Step 1 Select the required shift from the Shifts list Step 2 Select a different no agent destination Contact Center Administrator Manual 51 Configuring Services Chapter 4 The Administration Application 4 8 7 52 To remove a no agent destination for a shift Select the shift from the Shifts list and click Remove Configuring Service Callbacks Callback calls is the means the Contact Center supplies to cope with peak loads In such case all is needed is to route the inbound call to a script that contains the Collect CB action This action asks the caller to dial the CB parameters generally the number the system should dial in order to return to the customer and the desired time frame to make this CB call The service entity provided that it is defined to return call back calls will make the call according the par
261. tion to pick the agent from a list of currently logged in agents This list is distributed from the server using broadcast messages to the agent Checking this checkbox enables this broadcasts Logout from all groups on Primary logout Checking this checkbox will cause to the system to log out an agent who presses the primary logout button from all the groups he currently logged into Otherwise the system will log him out only from his primary groups Auto answer on pickup Check this checkbox so the system will automatically answer a call that is transferred to the agent according to a pick up request If this checkbox is not checked the agent will have to manually answer the picked up call Reset idle time on non ACD call The way the idle time of an agent is measured affect the way the system route calls to agents if the by longest idle search criteria is defined for a service When checked the system will reset the idle time for the agent after non ACD call When disconnected from the server This option defines what will happens when an disconnect from the server is due to a networking problem Agents continue to work PCLess In this mode the system will continue to route calls to the agent although its toolbar will not be updated When the networking problem is solved the toolbar if still uploaded will reconnect automatically Agents are logged off In this mode the system will not route any further calls to the agent In or
262. tput Scheduling Call Profile and Skills Import Definitions The Import Definitions opens a window that contains the following options Submit now Press the Submit Now button to start a process of importing new dialing records from the external database All the records that will be fetched by the input query and are not fetched already would be fetched Automatic Import Enabled Check this check box to tell the system to import new records periodically Set the Every hours minutes to set the cycle time for the import process Current Status Opens a window displaying the current status of the dial list active or not as well as a pie chart displaying the current status of the dial list How many calls failed red Shorelel Chapter 4 The Administration Application How many calls succeeded green How many calls are active if dial list state is active or stopped if the dial list status is stopped This is the number of dialing records to dial that are still pending Configuring Dial Lists The total of the above three categories is the number of dialing records to dial those who were dialed already and those that are still pending e Terminate Restart When pressed while the dial list is active a message displays the following warning Terminate action will erase all the accumulated data relevant to this Dial List Click OK to continue or Cancel 4 13 1 Configuring Dial List
263. tration Application Overview of the Wall Board Administration Application Contact Center Wall Board Administration enables supervisors to communicate with entire groups of telephone agents simultaneously and provides supervisors with important information instantaneously Using this application a supervisor can create and store new wallboard messages modify existing messages and customize messages for individual groups The supervisor also can create customized message scenarios which may include messages and pop up messages Pop up messages display at specific times for predefined periods Contact Center Wall Board Administration Main Screen The Contact Center Wall Board Administration main screen is displayed once you have successfully logged into the application The main screen is comprised of a menu bar with menu options and a toolbar with three tool icons that provide you with guick access to the most freguently performed procedures Figure 6 1 Wall Board Toolbar Icons The toolbar provide the following functions e Wallboard 1 Click the button to open The Wallboard Window e Message Editor 2 Click this button to open The Message Editor Window e Logout 3 Click this button to exit the wallboard administration and any other currently open Supervisor application The Message Editor Window The Message Editor window is used to create and edit messages to be displayed on the wallboard Contact Center Administrator M
264. trator to define the parameters that are required by the system to manage those accounts on the Organization Mail Server OMS The Mail Accounts configuration screens allow administrators to add and remove Mail Accounts and to set their properties To open the Mail Accounts configuration screen Click Mail Accounts in the Toolbar of the main application window The Mail Accounts Configuration screen comprises e Mail Accounts List A scrollable list displaying the Name and mail account address of all the Mail Accounts in the system Use the four navigational buttons below the list to move up or down the list return to the beginning or jump to the end of the list Click any group in the list so sort by Name or Number e New Click this button to activate a wizard to add new Mail Account to the list e Delete Click this button to delete a Mail Account from the Mail Accounts list e Tabs Area This area at the right of the groups list contains four tabs that enable the configuration of the selected Mail Accoun s Details Incoming and Outgoing Configuring Mail Account Details This tab is only available in Enterprise Contact Center Use the Details tab of the Mail Account Configuration window to configure information about the Mail Accounts in the system FF EPICCenter Administration Email Accounts By Entities Tools Sort Window Help V BB V A Ng s He VAs Email Account Email Account Address eSupport easyrun com
265. ttom of the scroll bar To jump to the previous next year In the calendar click the scroll bar above below the scroll box To mark a specific day of the week as a day type for a certain period of time Step 1 Click the day at the top of the calendar A dialog box appears for that day Step 2 From the Set As drop down list select the type of day you want to assign to the selected day of the week 90 Shorelel Chapter 4 The Administration Application Configuring General System Parameters Step 3 Click the appropriate option in the For Which Period area to set the day for the current month current year or the entire calendar Step 4 Click Ok to accept the changes and overwrite any previous settings To mark a specific day of the month that is date as a day type for a certain period of time Step 1 Click the particular date in the calendar A dialog box appears for that date Step 2 From the Set As drop down list select the type of day you want to assign to the selected day of the month Step 3 Click Ok to accept the changes and overwrite any previous settings To Define a New Type of Day Step 1 Right click anywhere in the left column of the System Defined shifts area and click New The New Type of Day dialog box appears Step 2 Enter a name for the new day type in the Name field Step 3 Define a color for the new day type by adjusting the Red Green or Blue scroll bars Step 4 Define the new day type
266. ue processing Clicking on this check box activates a field in which another Call Control script can be defined as a branch destination Use the cursor to activate the field The field provides a drop down list from which the required script can be selected Processing of the call will continue on the new script if the caller presses an activated digit The call does not return to the original script Be careful not to create infinite loops in which the script never finishes processing for example scripts that branch to each other or a script that branches to itself 5 4 13 Configuring Hang Up Action 5 4 14 142 This action will hang up the call This action terminates the call as well as the script Any action that follows it in CCS Administration will not be performed To add a Hang Up Action to a script Click the right mouse button on the required script position the cursor on the Insert Action option and select Hang Up from the Actions menu Configuring the Increase Decrease Action This feature is only available in Enterprise Contact Center Shorelel Chapter 5 CCS and GCSS Administration Application CCS GCCS Available Actions 9 4 15 9 4 16 The Increase Decrease action allows numerical changes to the call profile field content in relation to its current content This capability allows the administrator to perform numeric functions such as managing a counter and increasing the current priority a j
267. unce destination prompt customer feedback prompt confirmation digit Figure 5 12 GCCS Administration Collect Callback Action The Get Destination Tab To add a Collect Callback Info action to a script Click the right mouse button on the required script position the cursor on the Insert Action Option and select Collect Callback Info from the Actions menu The action has four steps 1 Ask the caller to enter the phone number that the system has to dial the callback destination 2 Ask the caller to enter the time that the caller wants that the system to dial the callback time The IVR announces the confirmation announcement 4 Finally the IVR disconnects the call The Action area displays the following fields for configuring the Collect Callback Info action e Get Destination Tab 134 Shorelel Chapter 5 CCS and GCSS Administration Application CCS GCCS Available Actions Prompt A voice file prompting the caller to enter the number to be called back Timeout Prompt Define the prompt file to be played if the caller has not responded within the predefined time of Digits If the number of digits is known in advance the system will wait for the specified number of digits to be entered Variable Number of Digits Check this box if the number of digits is variable End Digit This field is activated if the variable length is checked and specifies the character th
268. up Dialog from the Tools menu in the GCCS Administration menu bar e Click the Setup Dialog icon in the GCCS Administration tool bar Contact Center Administrator Manual 125 Using GCCS Administration Chapter 5 CCS and GCSS Administration Application Messages Messages MsgName Add Delete Figure 5 6 GCCS Administration Messages Options To add a new message Step 1 Click Add Step 2 Select the recently created message from the Messages window Step 3 Enter the name of the message in the properties pane Step 4 Enter the message text on the properties pane The new message is automatically saved To modify an existing message Step 1 Select the message you want to modify Step 2 Enter the name of the message on the properties pane Step 3 Enter the message text on the properties pane The new message is automatically saved To delete an existing message Step 1 Select the message you want to modify Step 2 Click Delete Deleted messages cannot be recovered Canceling the Dialog does not affect the modifications performed on the Messages tab 5 3 5 Viewing and Modifying Scripts The Contact Center GCCS Administration window displays a list of all existing scripts It is possible to modify the list of scripts by adding or deleting scripts Selecting a script in the list displays the scrip s flow in the Script flow area The script actions are executed according to the flow shown in the chart
269. ur tabs DB Connections WFM Workforce Management Loggers and CRMs The system supports historical reports based on the WFM interface i e the system generates an historical report and exports it to a file every cycle time The historical report that is exported and the export file format reflect WFM application requirements The currently supported WFM applications are Blue Pumpkins To open the WFM tab Step 1 Click the Interfaces tab at the top of the System Configuration window Step 2 At the bottom of the screen click the WFM tab The WFM tab comprises e Scheduled report is enabled Check this box to enable the generation of scheduled reports for Workforce Management e Workforce Management system Select from the drop down list the Workforce Management System to which you want to send the reports 112 Shorelel Chapter 4 The Administration Application Configuring General System Parameters FF EPICCenter Administration System Bi Entities Tools Window Help y VA V WE s He SH 8 PBX CTI link MS Misc IVR Ports Skills Incomplete Tagged Codes Outbound Internet Management Interfaces J Scheduled report is enabled Workforce Management System BluePumpkin Format Output Path Reporting Interval 1 hour v Generate Now DB Connections Save Undo Help Figure 4 67 System Work Force Management Configuration Screen e Output path Displa
270. ute email contacts Destination type of the incoming contact Destination that is Service Call Control Script or device that will handle the incoming contact Use the four navigational buttons below the list to move up or down the list return to the beginning or jump to the end of the list e New Click New to activate a wizard to add a new IRN to the list e Delete Clicking this button deletes the last or a selected IRN from the list e Tabs Area The area to the right of the IRN list contains a number of tabs that enable the configuration of the following parameters for the currently selected IRN Details Call Profile Skills and Destination 4 9 1 Configuring IRN Details To open the Details tab Click the Details tab at the top of the IRN Configuration window The Details tab comprises e IRN The dial number of the selected IRN if this IRN is used to route voice and or chat contacts e Email Account When checked this IRN will route email contacts and not Voice or Chat contacts In this case the IRN is represented by an email account which must be selected from the emails accounts list box Route directly to Default Destination Route the call to the IRN destination as defined in the IRN Destination tab If this option is selected the other two options Domain Routing and Customer Routing are disabled e Domain Routing This option is only available in Enterprise Contact Center Route by ANI Dom
271. verflow timeouts The Overflow Destination Groups list displaying the currently assigned overflow groups for the service in the selected overflow timeout interval Show Shift Destination Click to show the shift overflow destinations that were defined for the service This option is only available in Enterprise Contact Center In Shifts Destination mode that is if Show shifts destination is selected the Shifts list appears displaying a list of all the shifts whose service overflow destination differs from the default overflow destination for the service The Available Groups list which lists the groups that may serve as the service overflow destination for the selected shift and the destination overflow group for the selected shift is also displayed Contact Center Administrator Manual 47 Configuring Services Chapter 4 The Administration Application Overflow Timeout Use this area to define the intervals amount of time in seconds after which a call will overflow be put in the gueue for other groups There may be many intervals For each interval many overflow groups may be defined To add an overflow destination for the default overflow destination Step 1 Check the Show Default Destinations check box Step 2 Select the overflow timeout interval from the intervals list Step 3 Drag the reguired group from the Available Groups list into the Groups list To remove a group from the overflow destinations for the default overf
272. when the dial list fetches the records to dial from the external database it limits the number of fetched records The option to limit the number of fetched records is non standard in SOL In these cases the system must know the proper syntax This parameter is selected automatically when selecting the DSN e User Name The User ID is required to connect to this database supplied by the database administrator e Password The password is required to connect to this database supplied by the database administrator e Timeout sec If a connect request to the external database does not respond the system will enter a state of timeout The timeout is programmed as an action within the script e Simultaneous Connections Define the maximum number of simultaneous connections allowed to connect to this database e No response alarm sec Define in seconds the amount of time the system waits for a response from the database before issuing an alarm Keep alive Time minutes Define in minutes the frequency that a connection will be kept alive by issuing dummy queries to the database The Keep alive query field enables the administrator to receive a valid query for this DB e Keep alive query This query is activated every Keep alive Time 4 18 17Configuring the Interface to a WFM Application Use the Interface tab of the System Configuration window to define various parameters for external interfaces The Interface tab contains fo
273. y number The Tools Menu The Tools menu contains the following options e CCS Opens the CCS Administration application e Graphical CCS Opens the Graphical CCS Administration application The Windows Menu The Window menu lists all currently open windows and allows you to organize them To switch the focus from one window to another click the window you want to see e Tile The windows are displayed in a tile format one next to the other e Cascade The windows are cascaded one on top of the other e Windows list List of all open windows Select the required window to switch to it Shorelel Chapter 4 The Administration Application Configuring Agent 4 1 2 6 The Help Menu The Help menu provides access to the online help as well as information about the Contact Center Administration Application e Index Opens the index of the online help for the Contact Center Administration enabling a topic search using keywords e Context Opens the online help for the current application only e About Displays information about the Contact Center Administration application 4 1 2 7 Quick Search You can use Ouick Search to locate specific entries in long lists Click the Ouick Search banner and select a field to define your search As you type the cursor moves to the first entry in the list that fits the prefix entered You cannot enter a character that does not match any entry 4 2 Configuring Agent The Agent configuration sc
274. ys that the dial list should be retained in the database before it is released Transfer to agent on Check one of the following options for the appropriate transfer mode Connect The transfer to agent is automatically connected when the call is answered Ring The transfer to agent call is automatically connected when the line rings Customer disconnect This section defines the system treatments for calls that the customer hangs up before the call was transferred to the agent Stop When the customer disconnects the call continue with the next customer Continue When the customer disconnects call later Simultaneous pending dial numbers in queue Enter a number to define the maximum number of dial list calls that should be waiting in the queue simultaneously Statistical condition A call is activated whenever the selected statistical condition is true Select one of the following conditions and enter a value in the field TSF Greater Than The percentage of the TSF the level of service is greater than the specified number Queued Calls Less Than The number of calls waiting in the queue is less than the specified number Avg Wait Time Less Than The average wait time of a call in the queue in seconds is less than the specified number Import Definitions The Import Definitions opens a window that contains the following options Submit now Press the Submit Now button to start a proces
275. ys the path under which you may store the generated scheduled reports The output path is relative to the server e Browse Click this button to view the directory structure and select the destination The administrator chooses the path where the generated reports will be saved in this dialog box The path is related to the server e Reporting Interval Select from the drop down list the time lapse in minutes between generated reports e Generate Now Click this button to generate a report now A dialog box is opened where the reports parameters may be entered 4 18 18Configuring the Interface to a Call Logger Application Use the Interface tab of the System Configuration window to define various parameters for external interfaces The Interface tab contains four tabs DB Connections WFM Workforce Management Loggers and CRMs The currently supported Call logger applications are Nice CLS and Verint Intellink The Verint Intellink supports analog devices in all platforms IP amp Legacy but IP phones are not supported in all the platforms Please check compatibility with ShoreTel Inc representative To open the Call Logger tab Step 1 Click the Interfaces tab at the top of the System Configuration window Step 2 At the bottom of the screen click the Call Logger tab Contact Center Administrator Manual 113 Configuring General System Parameters Chapter 4 The Administration Application zi EPICCenter Administration System

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