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SmartQ User Manual

1. 136 hCRPPHEIMSal 136 Blank Script Sheet ani AA ceno ine nen Tee aaea laser uae ee eo Vn A diia 136 Transferring SmartQ to Another Computer 146 Step 1 Prepare computer B ri id ida n Dax o Baa REOR Ra ark 146 Step 2 Shut down computers and move the voice board eeeeeeeeseeses 146 Step 3 Verify voice board installation on computer B 2 ceeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeene 146 Step 4 Transfer files from A to B ooococonnccconcccoonenonncencnncnoncnnnnnnnnnnrnnnnennnnnrnnrrnnnncrnnarenanenns 146 cna M 146 UD I IEEE 146 T 1 Boards 149 in Specifications UTI 149 Dialogic BOA po Mem 149 Cable from the SmartJack to the Dialogic board ooococnccconccicnccnnnnccnnncncnncncnnnccnnnnncnnnncnnnncnnnn nn rnnnc canes 149 Installing Dialogic Drivers Configuring Dialogic Drivers a r e eaa aeaa erde a a ra A aa Araia ra i a aae tar ra Ea sanaa aaa aaa iaaeyae SE 149 IE iss 149 Additional ESTUDIO 149 Index 152 SmartQ 5 2 Manual vii Preface Preface This User Guide SmartQ is an incredibly flexible and powerful tool that can be used to create a wide variety of automated telephone survey solutions For simple projects the tutorials in this manual should be sufficient For more help with advanced features and
2. 116 CIT AID Ir DTE 116 The Standard Dialer Data Management 119 BAVET AITEAN EE E A A E T 119 Importing Data ineo eere eec aaraa raaa aa Arana aaraa Rr P Ra inii 119 Resetting Result a 119 Exporting A m 119 IEJIDLICEMEE PERDE 119 Blggccl me T M in 119 The Standard Dialer Building a Query 121 nude M 121 Building A Query ether 121 Advanced Dialer 123 ir ON eT 123 HOW Biss cu 123 Bl Nc iskana 123 Database 123 Queries Advanced Dialer Variables E E 123 Gomi piling Your crilca ceva 123 Polling Transitions Status and Result ccceccceseceeseeeeseeeeeeeeeeseeensneeesseeeeseeeeeneeesaeeeeseesesnesesaeeeeseeeeseaeeseeeeseeeeseeeeseeeees 123 USING CURED aai 123 Additional Advanced Dialer Information Leeeseeseee eene nnne nnne nnne nnne nnn nnn 123 Detecting Live OF Machine sssicscicsessscesccccccssssscscessscesescecenscovcevecscsccsuscsusetesentavescavsdcecsctsssnsvensetedencavenerdechvectersveners 123 Maximum queue duration ccccccseceeeeeeeeeeeeseeeesneeeeeneeeeeeesaeessaneesaaeensaeessaneesae
3. C ProgramData Telesage Ivr Msgs For Windows XP C Windows vvoice32 ini C Program Files Telesage C Program Files Telesage Data e C Program Files Telesage Msgs 26 Copy any databases that you may have set up outside of the C ProgramData Telesage Ivr or C Program Files Telesage directories on computer A to corresponding locations on computer B 27 DSNs advanced If you have any custom calculations that make queries to external databases via a DSN set up and test these Step 5 Modify ivr ini 28 On computer B open C ProgramData Telesage Ivr ivr ini C Program SmartQ 5 2 Manual 147 Files Telesage ivr ini in Windows XP with Notepad by selecting Start gt Programs gt Accessories Notepad 29 In the ivr ini file modify or add key 2 6 xxxxxxxxxxxxx where xxxxxxxxxxxxxis your 13 digit product ID 30 Modify or add if necessary 27 XXXXXX where XXXXXX is your 6 character KeyCode 31 Save ivr ini 32 Run the SmartQ update that you downloaded in step 2 Update exe 33 Start TeleSage SmartQ on computer B 34 Verify that the lines come up as Ready For Call 35 Observe call activity on the lines and call into the system to test Tips If you want SmartQ to start automatically when your PC starts up add a shortcut to C ProgramData TeleSage Ivr Start_IVR_Send exe C Program Files Telesage Start_IVR_Send exe in Windows XP to your Startup folder
4. TIP Skip will leave current message marked as unheard Advanced Adding Additional Criteria To add additional restrictions for the open end responses that are played back set them using the boxes under Retrieve Only Where on the Construct Item screen SmartQ 5 2 Manual 93 For example you have an item in one of the response surveys called feedback that asks Please leave a brief statement describing the quality of your experience at our office The next item called callback asks Would you like a call back from our office Press 1 for yes Press 2 for no You want to assign someone to listen to all the open end responses for people who pressed 1 so that they can be called back immediately and their concerns can be addressed 1 Ifyou do not yet have a survey created to allow retrieval of open end responses follow all the steps under Set Up a Survey to Retrieve Open End Responses above checking the boxnext to the item called feedback 2 Select Retrieve Only Where gt callback Select in the second pull down box Enter 1 into the third pull down box Click the Apply Now button to save the settings 6 You can now continue with other advanced options or simply click on the Routing tab to route callers to the item named End a Pp amp Setting Up A Password to Retrieve Open End Responses For extra security you may want to distribute individual passwords along with the hidden acces
5. You can allow for multiple independent randomizations at the same time for different sites for example Your survey collects or calculates a site identifier The site identifier needs to be included in the WHERE clause of the counts query The assignment query must also save the site identifier Sample Randomizer Survey The following is the script for the sample survey included with SmartQ 91 Sample Randomizer 1 Login QUERY Hello this is the randomizer demo Please log in with your password For this demonstration use 87654321 2 ValidateLogin Check the Login that was entered 3 InvalidLogin QUERY The password is invalid Please try again 4 SubjectID QUERY Please enter a 3 digit SubjectID 5 ValidateSubjectID Check that the Subject hasn t already been randomized 6 InvalidSubjectID QUERY The Subject ID is invalid Would you like to try again For Yes press 1 For No press 2 AlreadyAssigned NTRODUCEPROMPTI NTRODUCEDATAI PRODUCEPROMPT2 Subject Read Subject Id to caller z is already assigned to group G ti RY To hear this again Ql UERY press 1 Otherwise press 2 7 I I I Q 8 Q Gender Is the subject male or female For Male press 1 For Female 9 Q2 QUERY press 2 Is th Age subject over 35 For Yes press 1l For No 10 03 press 2 QUERY Education or more Has the subject complet
6. Your entry is not recognized by the system Please Hold Please hold while transfer your call System Pause Survey Paused Press any key to resume the survey Confirm Number You entered SmartQ reports entry If this is correct press 1 if incorrect press 2 Numbers and Any numbers and letters specified for playback for the Inform prompt Letters will be spoken by the SmartQ system voice In a multilingual system you can record multiple prompt sets by creating additional survey voices and either use one of the built in SmartQ system voices for that language or record your own system voice Each system voice is associated with a language with grammatical rules for constructing dates times numbers and so on Your callers can select which voice language they prefer to hear with a voice selection item This is just an ordinary survey item that you designate for the purpose of choosing a survey voice SmartQ provides a screen for you to select what response leads to which survey and system voice System voices can be in English Spanish or German Future releases of SmartQ will support more languages SmartQ 5 2 Manual 61 Once you create a system voice it can be used in any survey You might for example create four system voices one for American English one for the English of Scotland one for the English of England and one for the English of India All of these four system voices use the same language rules bu
7. 2 Try in the afternoon 3 Order flowers 4 Flowers ordered 5 Flower order failed 6 No Flowers desired 7 Person could not be reached From the Advanced Dialer window click on Job Definitions Select your survey and click on Use Status Transition Table Click on the Details button to open the transition table The column headings represent values taken from your survey while the row headings represent statuses for which a call will be made In this example states 1 2 and 3 above will be used because no call will be made for any ofthe other possibilities The possible values are seen in the row across the top These are taken fromthe press 1 for yes press 2 forno result items from both surveys The table would appear as follows SmartQ 5 2 Manual 127 1 callers response 2 callers response lt blank gt ERROR 1 status 3 result 5 2 2 2 3 6 7 7 3 4 5 5 5 Your GetCalls query would select records from your table where the BirthDate field is today and e The status is 1 and it is now morning calling hours OR The status is 2 and it is now afternoon calling hours OR e The status is 3 Your Update query would simply update the field you have designated for Status in your database with the _FINAL STATUS from the call Advanced Dialer uses your settings for the Results and Transitions plus the setting of which field contains Status to provide the proper value in FINAL STATUS A Status will only change based on t
8. AND a Lf AND yl Current Call Data C Other Value 2 Route Using Result of Retrieval 1 or 0 C Other Value or Formula Formula Builder pe Item if formula result is 1 the caller s unique identifying information and then you would check Current Call Data The box in between lets you specify if the value of the item you find should be equal to less than etc the value of the same item in the current caller s survey p 2 Destination Item _Formula Builder Builder de Locked Notes 7T Select Other Value ifyou want to find Surveys with a Malo ato specific value that may not be the same as that particular item in the current survey For instance you may want to lookup the first survey where the caller entered 4 as an answer to a particular question regardless of what they answer during this call In that case you would simply check Other Value and enter the number 4 into the text box 8 Select on the C Routing tab 9 Retrieve returns either a value of 1 ora Oto its own database field Route 1 information was found and 0 no information was found to Next if you want to continue on with the survey or make a calculation in the next item You could also branch at this point routing 1 to the survey questions you want to ask ifthe caller has taken the survey before and 0 to questions for a new caller If SmartQ finds information it stores a value of 1 in the database and makes the informat
9. Call is the maximum length of time that SmartQ allows a call which may include multiple surveys to last It is assumed that a call that lasts longer than this has a problemand will be terminated This prevents SmartQ s phone lines from being tied up indefinitely NOTE lt is a good idea to be generous in these limits especially if you allow use of a pause ke see section on Special Touchtones in Chapter 5 Some legitimate calls may be taking longer t average especially when a pause key is available SmartQ 5 2 Manual 131 Urn Randomization Urn Randomization SmartQ can assign subjects to experimental cohorts according to the standard Um Randomization method This method adaptively weights the probability of assignment to a given cohort in order to balance the cohorts according to each ofan arbitrary number of qualifications For real projects Any number of qualification questions can be used e Qualification questions may have any number of possible answers up to a total of 250 possible qualification categories e The number of cohorts is also not limited For example you could randomize a sample of 65 000 subjects into 7 cohorts randomized by race age decade blood type and several aspects of medical history TIP Survey 91 Sample Randomizer included in SmartQ is a sample survey using the Um Randomization technique See below Utilization To use this feature you need a separate randomization database an SQL que
10. ECT Goodbye Prompt Group 59 Fixed 59 Random 59 Rotating 59 Ha Hang Up settings 9 Help 2 Help Key 30 HookFlash Transfer 9 Incomplete survey 16 Include in Resume 87 Interruptible prompts 23 Invalid Response 23 Item Types 15 K Key Text 29 61 130 153 SmartQ Help a Lead Survey 13 Multiple 96 Line Type 8 Live Person Max Hello Length 10 Locked Items 35 Log Files 50 Survey specific logging 130 Max Nonsilence to Ignore 10 Max Time Between Rings 10 Maximum Duration 29 131 Cal 131 Item 131 Survey 131 Maximum number of tries 23 Minimum open end message length 130 Multiple Lead Surveys 96 Enable 97 NightOwl 49 Number of Lines 8 O ODBC output 104 Open End Filenames 30 Open End Items 30 Open End Responses 90 Deleted Responses 91 Export open end IDs 56 Export open end transcriptions 56 Minimum open end message length 131 Password for retrieval 94 Saved Responses 91 Telephone Play back 90 Transcribed Responses 91 Unheard Responses 91 Untranscribed Responses 91 Outbound Call Progress 10 Outbound Caller ID 11 P Pause before each item 130 Pause Survey 29 Phone Lines Provide Hangup 8 Pick Up setting 9 Polling 126 Poll Interval setting 126 Port Settings 8 Port Status 47 Power Editor 101 Previous Survey button 33 Prompt Types 18 61 Inform 19 Introduce 19 Question 19 Repeat Instructions 20 Q Question Timing 23 Time allowed for response 23 Time before repeating
11. Example You wish to divide the data into different files by month boi Data Grocery r amp r SCALLDATE FORMAT YYYY MM amp txt will divide your data into as many files as months that you have data You will end up with a folder with a name like C Data 2008 02 txt 2008 01 txt 2007 12 txt 2007 11 txt Example You wish to filter the data so that only complete surveys are recorded one file per day A survey is considered complete if item 59 has a response IF Item59 THEN C Completes amp YEAR amp MONTH amp DATE amp Cxt ENDIF Ifthe formula evaluates to blank for any record that record will be skipped in the output Database Errors and Recovery If data froma call cannot be written to the Microsoft Access database for any reason WE lolas the data will automatically be saved to a text file These backup files have the filename extension dbe and are stored in the Data folder within your Install directory the save to Mactoroft Access E Retay by smleclimg file s and default is C ProgramData Telesage Ivr Data in Windows 7 and C Expos Program Files Telesage Data in Windows XP Files are saved with the following naming convention according to the date of the call yyyymmdd dbe for example a call that came in October 17 2004 would be stored as 20041017 dbe SmartQ notifies you that an error has occurred by displaying the Try Data Export Again button on t
12. Viewing One Record The port that the call came in on If manual entry the port will be 999 Date of the call If manual entry this is the administration date of entry Time of the call If manual entry this is the administration time of entry Name of the lead survey Duration in minutes of the lead survey a decimal number to two decimal places Name of the response survey Duration in minutes of the response survey a decimal number to two decimal places SmartQ allows you to sort through and view each caller s individual survey LOEZEN o1 Survey 1 Ol Survey l records 1 Make sure you are viewing the Data screen ifnot click the Data button 02 Survey 2 03 Survey 3 2 Inthe Select Survey pull down menu select the survey that contains the information you wish to view 3 Select Viewshould be set to Data SmartQ 5 2 Manual 2 Select View Data y 53 4 Use the Select Record arrows to scroll through the data records Data will 3 Select Record appear in the order that it was entered into the survey 10f1 gt I TIP If you want to sort data by a particular field click on the field name you want to sort by and all records will sort in ascending order alphabetically or numerically Viewing Multiple Records If Microsoft Access is installed you can launch it from within SmartQ to sort through and view multiple records at once 1 Make sure you are viewing the Data screen if
13. eese eeneen nnne nnns nnns atn s inns insueta sinn sts asma sensa tna sinas tasa nnns 52 Automatic Call StatiStiCS con p T p A e e ar A e a ae aaaea rr A EE ehe are aSr ASS Eaei rR aas 52 AAA ABE Ae ici T TTA 52 Vie WING ONE Re COM E EE E E E N 52 Viewing Multiple Records iccccccsssccicccsccceccssencisssacenccesenctvesscussncevsuveuessesonstcuonctsesssuesscesebestesseceneresouerderecusctsedsen 52 Data Pretoria oie 52 Manually Entering Data viicsceccscesssscsessevecscssssssicssecsscoveotecssnsseccscttetsesesssesssovecnersenceescnceseertescvasssateniecesneeessuctseisecsscers 52 Exporting Dita iaa 52 ELUCECABREESEPSEEBYGnDDIEME C aea 52 Filtering and Dividing Data cococonncononnocnnocnnncccnnncnnrcnnnc entes nena nana a Kisaan tnn satin sss tn sss s nasa sans ss tn sss s essa nnns 52 Database Errors and Recovery PEEL m 52 Other Data Features enrichi a ai aii AEEY 52 Deleting dPtP Pm 52 Suppressing Write to Database 52 MOVitig Elli A 52 Advanced Topics Group 59 dul 59 Setting pa Group Em 59 Recording Prompts for a Group cfoed ed anaconda ani n 59 Advanced Topics System Voice and Multiple Language Support 61 System Voices and System Prompts cccccceeeceeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeseeseeeeeenees 61 Default System Voice 61 Is Te D
14. ho second apidae lo you Prompt quethon Three tabs appear under Construct Item e 5 e C intsen mi Play Record File Ele 1 Script Recording Cheese d yourwe lo relay data lo your calle velas oc 2 Respon ling below gating amomot Pleace consider which ol our ere locatione pas vicit eost often 3 Routin x a Fes eun Rote Mill location press 1 g Quesbos PATA Fes enn Lakeside location press 2 This chapter will provide instructions for Query a ees oaks a Digits the most commonly used Item Type Query Digits uses the basic features of all three tabs C Repeat Instructons qm When you feel comfortable with this chapter you may C want to advance to the end ofthe chapter where vien colla doe Query Alphanumeric and Query Open End are d ibed escribe ESI Lecked Notes Ry s Later chapters provide instructions for advanced item Copy Seminge Teni Now types Group Calculate Retrieve The Construct Item screen will change depending on the Item Type and prompt you have selected A Recording Choose Prompt Types You can record up to four types of prompts as part ofa single item Only the question prompt is required Question prompts are different from the other types of prompts because their purpose is to wait for the caller to respond rather than merely provide the caller with information Examples include Please enter your code or Are you Satisfied with your ex
15. touchpad so that for example pressing 1 is translated as though 2 were pressed QUESTION TIMING Allow response during question iv Time allowed for response seconds fa Time before repeating question seconds fo E VALIDATE RESPONSE Reject Invalid Response Y Valid Choices 1 2 3 Translate Response V Words to Recognize SmartQ 5 2 Manual 23 If you enter a number larger than 1 into Maximum Number of Digits the Res ponding tab will change as you see to the right If you press the List button to the right of Valid Choices a window will A Recording B Responding C Routing appear which allows you to specify which of several methods to use to validate responses VALID RESPONSE LENGTH Minimum Number of Digits hn Maximum Number of Digits 3 e Validation froma List of Choices e Validation froma Database e Validation ofa Date QUESTION TIMING e Validation of part of a number Validate by Segment Allow TOTIS ve pi v ime allowed for i reepenee soconde dee teem pools NN VALIDATE RESPONSE Reject Invalid Response Y Valid Choices List Translate Response v List of Valid Choices Much like the single digit validation the List of Valid Choices allows you to type in acceptable individual responses or ranges of responses To bring up the Validation window 1 Entera number greater than 1 in the Maximum Number of Digits text box VALIDATE RESPONSE 2 Click on the List button next t
16. But what if you want to ask a series of questions gather the answers and at the end of that series of questions route based on the answer to just the first question SmartQ allows you to recall the answer to a previous item in your survey Create an item specify Calculate as the type bring up the Formula Builder and select Single Item to choose the item with the answer you would like to recall Finally use the Routing tab to direct the answers to the correct destinations Example One of your first questions called location is Which store do you frequent most often Enter 1 for Downtown or 2 for Uptown You ask several more questions that apply to the store in general After that you aska set of questions that apply specifically to the downtown or uptown location You don t have to ask the question again in order to branch just use a calculation to recall the response to a previous item 1 Insert or create a new item called store calc at the point in the survey where you wish to start branching questions Select Select Item Type gt Calculate On the B Responding tab click the Formula Builder button The Formula Builder window will appear Check Single Item Choose the item name location from the pull down menu Click OK Click on the C Routing tab to route the responses to the correct places based on the answer to the previous question NO a PN Sum of responses You can add the numeric Formula Builder values of c
17. If you had GoToMyPC or pcANYWHERE programs on computer A install or transfer them to computer B For further help consult the Technical Support section of the TeleSage website www telesage com SmartQ 5 2 Manual 148 T 1 Boards T 1 Boards The use ofa T 1 board requires you to go through a fairly elaborate set up process e Give line specifications to the service carrier e Create cabling from the demarcation point to the board e Install Dialogic drivers e Configure Dialogic drivers e Configure SmartQ e Coordinate with TeleSage support staff when the T 1 circuit is operational Please follow these instructions as carefully as possible and consult the TeleSage website www telesage com for further suggestions There should also be an application on your SmartQ installation CD which helps you diagnose problems relating to T 1 technology Line Specifications Your local carrier will give you several options for setting up your T 1 line e Trunk type and framing ISDN PRI with B8ZS ESF or AMI D4 with SF e Start Method Wink Ground Loop or Immediate ISDN Protocol e g DMS 100 ND or none SmartQ supports both PRI Primary Rate Interface with ISDN and CAS Channel Associated Signaling also known as Robbed Bit signaling with AMI D4 signaling You must specify the following configuration from your service provider depending on which type you order For PRI order e B8ZS ESF framing e Immediate Start both inbo
18. The maximum length of an open ended response is set on the Advanced Survey Settings window see Chapter 23 Any touchtone will end the recording as will 5 seconds of silence You may want to record this information as part of the prompt the caller will hear so they know the length of message you expect and so they know how to signal the end of their response Custom Open end Filenames and Locations SmartQ allows you to control where the files relating to open end responses are stored and how they are named For example you may have another web application that allows certain users such as transcriptionists to access the recordings froma particular directory you may also want the filename to include numbers or letters which indicate the ID of the respondent the date that the call was made or other such information You can customize where the open end response recordings are stored and how filenames are constructed by SmartQ 5 2 Manual 30 Survey Design Construct a Query pressing the mouse inside of the Filename for Messages textbox on the Responding tab This will open the Formula Builder dialog to allow you to specify the filename formula NOTE The Response table in your survey s database contains a field titled RECORDNUMBER While this field which is autonumbered may seem to be a useful field to draw from when creating filenames it is not populated until after the call is over and hence cannot be used for the purposes of creatin
19. the previously visited item Unlike special touchtones caller responses that employ this method of returning to the previous item will appear in the database 3 Ifyou want to route the caller to the Goodbye prompt at the end ofa survey select End 4 Use the Apply Now button to save your settings 5 Use the Test Now button to ensure that your settings will work TIP has a special meaning when routing to a Phone Number The response the caller enters for an item will automatically be substituted for the symbol in the phone number This type of setup can allow a caller to enter a desired extension and get transferred to the number they entered Make sure that on the Routing screen the Min and Max ranges encompass all possible extensions set the destination to Phone Number and set the Specific Destination to NOTE The Advanced Survey Settings screen allows you to disable the playing of the Goodbye prompt at the end of the survey see Chapter 23 SmartQ 5 2 Manual 32 Survey Design Construct a Query Drag to Paint To select multiple routing options with one click of the mouse click and hold the black Drag to Paint field in the upper right of the C Routing tab As the name implies drag the field over the option buttons on the Routing screen to select or paint in the options that you want for your survey As seen in the picture on the right clicking and dragging the Drag to Paint field enables the user to use one clic
20. will assist you Please enter the three digit survey code now Script for Query or Logic for Data Retrieve and Calculate At any time during the survey you may press the following Go Back to the Previous Question press To Repeat the Current Question press 0 To Skip to the Next Question press To Pause the survey press 9 The following questions relate to the treatment you received Please choose from the following responses If your answer is Yes Always press 1 Yes Usually press 2 Yes Sometimes press 3 No never press 4 Routing 100 routed to Survey 100 200 routed to Survey 200 Routing 142 Sample Surveys D 5 27 c c v v 3 3 11 explain lue ia O 9 0 Calc post_treatment lauery DE SmartQ 5 2 Manual Question Did the staff listen carefully to you all responses routed to Next For Always press 1 Usually press 2 Sometimes press 3 Never press 4 Repeat Instructions Repeat For Instructions Always press 1 Repeat For Instructions Always press 1 Repeat For Instructions Always press 1 sustos if you are unsure press 3 Thank you for taking the time to Did the staff who treated you work well as a team all responses routed to Next Did the staff allow enough time for you to express all of your concer
21. 1 6408233230 ISVALIDSWEDISHID Result 0 640 ISVALIDSWEDISHID Result 0 12345 LEFT 2 Result 12 12345 RIGHT 2 Result 45 45678 RIGHTFROM 2 Result 5678 12345 RIGHTFROM 3 LEFT 1 Result 3 test LENGTH Result 4 1 LOOKUP myfile txt Result The associated value for the key 1 in myfile txt 9 MIN 100 1 Result 9 WAVE MIN T a T Result A 83 SmartQ 5 2 Manual Text Operator Text Operator AE m Math Operator Text Operator Text Operator Text Operator Text Operator Parses a comma delimited string and retums a chosen token from the string Returns number of times that character occurs in string Used to combine logic tests Gives a random number between two integers Place RANDOM between two integer values The values must be between 32 768 and 32 768 but order does not matter Removes characters Place between a string and the character you want to remove Reorders the string Place REORDER between a string to be ordered and a string to specify the order REPLACECHAR will replace all instances of one character with another character SORT is a unary operator that sorts a comma delimited list Ifall values are numeric then sorting is done by value with blanks treated like zero Otherwise all items will be sorted alphabetically abc MIN abcd Result abc MIN an Result MIN AT Result A T
22. 2 Select the Responding tab and enter the desired OT information ec iii m A completed email itemis displayed in the example on Subject Emea Satisfaction Raport imon Altechments Insert the right In this case the results of the Grocery Store Manage Survey taken on CALIDATE at RCALLTIME meet survey will be emailed to manager mycompany com with a subject line c sal reading Grocery Satisfaction Report fmi indi Created through the Formula Builder see Chapter 11 Peto e a this email will include the date and time ofthe call as Chddcore ischide Used Sused well as selected responses fromthe survey Future future Rotwen return This example email will be sent at the end of every Grocery Store survey taken If this results in too many Send at BTML Acoount emails for example callers take this survey 100 times seis Skip Mer d formule ceout is 1 Formula Builder A Apply Now per day then you may wish to selectively email results for example email all survey results for a certain store location Q Copy Setbmgs x F Locked Notes Test Now Additional Email Features and Tips When sending an email that uses formulas be sure each formula is enclosed with curly brackets such as in the example SCALLDATE The Insert button does this for you automatically To send an email only if certain conditions are met use a Calculation or Custom item to evaluate th
23. 27 Click the Record button Speak the prompt into the telephone The prompt should be written out in the Script 28 When you are finished click the Stop button E 29 Atthis point you can switch to another prompt and record it by repeating steps 6 and 7 For this survey click on the Question prompt to complete rise repair and record the Question prompt Finally click on the third Item 3 accident to finish recording the Question prompt there 30 Click the Hang Up in the left hand column of buttons on the SmartQ screen to end the recording session Hang up the telephone TIP The prompts will appear in bold on the left side of the Record screen after they have been recorded so you know what prompts exist SmartQ 5 2 Manual 41 Responding 31 Click on the Responding tab 32 Select the 1 happy item in the Select Item box Enter 1 for Minimum Number of Digits and 1 for Maximum Number of Digits 33 In the Validate Response section check the Reject Invalid Res ponse checkbox Enter 1 2 as valid choices 34 Select the 2 repair item Enter 1 for Minimum Number of Digits and 2 for Maximum Number of Digits 35 Select the 3 accident item Enter 1 for Minimum Number of Digits and 1 for Maximum Number of Digits 36 In the Validate Response section check the Reject Invalid Res ponse checkbox Enter 1 2 as valid choices Routing 37 Click on the Routing tab 38 Selec
24. 30 V Valid Response Length 22 Maximum Number of Digits or Characters 22 Minimum Number of Digits or Characters 22 Valid Responses 24 List 24 Validation 23 View Responses in Real Time 48 2012 TeleSage Inc
25. 4 YEAR FORMAT Export File the first line ofthe text file will contain the Formula Builder names ofthe fields separated by the Delimiter you Destination Folder choose c NProgromD aa Tele age V vr Browse Ifa file already exists with this name the auto export a pepe function will append any new data into the existing lt file Cies Edt Delimiter For example if you use this formula for the file name Comma MONTH amp amp DATE amp amp YEAR Fsehd Names F inolude as First Line in Expect File FORMAT YYYYMMDD amp txt Ifthe date is August 5 2006 the resulting filename will be 20060805 txt Inthe case ofthis formula a new file would be created each day and data would be written to this file until the end ofthe day Cancel Apply Now oF TIP Use the date time and port fields in the formula to ensure unique file names The Saved Export Format option allows you to use any format previously defined fromthe Export Data feature Data gt Export An export format lets you specify which survey items are to be included and in what order Select a previous ly saved export format to edit You will then be able to modify the justification space padding and re ordering as desired Fields are left justified space padded and not restricted to a certain width by default These defaults are acceptable for comma delimited or tab delimited files For fixed width non delimited files you would need to change the
26. 5 2 Manual 63 Survey Voice You can define any number of survey voices for each survey each with its own name How Create a Survey Voice 1 Select 2 SELECT SURVEY VOICE gt ADD EDIT SURVEY VOICES from the 2 SELECT SURVEY VOICE Recording tab Native ADDJEDIT SURVEY VOICES 2 The Voice Selection dialog box will appear x 3 Thesurvey voice must be associated with a pre existing system voice Choose the system voice with which it will be associated fromthe System Voice pulldown menu 4 Press the Add button below Survey Voice 5 Enterthe name for this new survey voice in the dialog box that appears The name will then appear in the Survey Voice pulldown menu zl w Voice Selection 6 Press Exit to return to the Survey Design screen Voice Selection Response Clear System Voice Amer English femal gt Add E dat Recording Survey Voice Prompts SS BEXGONESQES Add Remove Chapters 2 and 3 have already discussed the basics of recording prompts for your survey Once you add survey voices you will need to record a prompt for each ofthese survey voices for every EX item in your survey after the survey branches with the voice selection item Choose between your survey voices with the 2 SELECT SURVEY VOICE pulldown menu on the Recording tab ofthe Survey Design screen Notice that all ofthe boxes checkboxes and buttons will change after you select a different survey voice to reflect what
27. A O scetevsstesscausvisevetsvaxesses 38 Saving and Testing 44 A E 44 II qp 44 Auto Test Rem Nde S r m 44 Manual Testing e 44 Conducting and Monitoring Surveys 46 BASIC FUNCIONA ii a a ai 46 SmartQ 5 2 Manual ii Start SmartQ Stop and Start Calls EEXUC SM A e m Viewing Current Activity and Monitoring Progress esee nnn 46 Viewing the Status of Each Incoming Line ueseseeesesseeesseseeeseeeeene nenne nnne nnn tnn nnn rn 46 Viewing Recent Call Activity on Incoming Lines eeeeeeesiesesseeeeeeeeeeene eee nn nennt tnnt tnnt nnn tn nnn nnn snnt 46 Viewing Responses in Real Time Notes TOL Printing SmartQ Wind OWS aid Call Volume and Port Usage erret eere tierno tenera Yea aC o neon Paene a eee aaa NEXT Sa da a PESE E VECES UR e Neues Maximizing SmartQ UM dns Log Files for troubleshooting oooccooncccnniconnncnnnnoncnncccnn cnn cancer Fax Transfer Custom only eterni ure tiere ri ehe uo bono Co eaae o ron e AA AAA oo ere No eo EVE ea eek uen bae vk ena co ex Data Management A ET T T A E A S 52 Storing Data iii IN 52 SmartQ Database Architecture
28. C Copy exalng survey y C Hebe now detelbove 5 Use existing detebore Gai mdb y 7 Make rn udio E Mae eniiling tallo ed PATA Create First Survey Item 6 Inthe 3 Select Item list click on 1 A E C Routing 7 Enter happy into the pop up dialog and click OK 1 GHOOSE PROMPT TYPES 2 SELECT SURVEY VOICE LII 33 9 happy is the name of your first item Introduce nda En 4 Dheors d pcu cio rei need a introdece 8 Inthe 4 Select Item Type box verify that Query Digits is pr raid A selected from the pull down menu it is the default a a 9 Under 5 Construct Item happy click the Recording tab it istom l sj Re may already be active as the default BADRA UMEN before gating areiponse eoo to Jack s Cor Bali acion 10 Click the Introduce Prompt Enter Welcome to Jack s Cars gt e de c Satisfaction Survey Thank you for your recent purchase lt E 77 into the Script box You can read from the Script box on pout cala when you record l 11 Click the Question Prompt Enter Are you happy with Bii cnin ig your car Press 1 for yes Press 2 for no into the Script I box umm Create Second Survey Item Test How Appl Now te rnm 7 Looked Mates Y Copy Settings 12 In the 3 Select Item box click on 2 13 Enter repair as the itemname and click OK SmartQ 5 2 Manual 40 Survey Design Basic Tutorial 14 Select 4 Select Item Typ
29. Caller s name SmartQ 5 2 Manual 11 Alternatively one of the following may appear in the CALLERID field BLOCKED Indicates the caller did not want Caller ID information sent out OUT OF AREA Caller ID is not compatible with the caller s phone service or the call was placed froma system that does not transmit Caller ID information like some cellular phones and international calls UNAVAILABLE same as OUT OF AREA NOTE If you leave Caller ID unchecked as a line feature it will show a blank in the CALLERID field in the database However if you check the Caller ID feature and the Dialogic board does not support Caller ID the database field will always show UNA VA ILA BLE DID DNIS DID or DNIS must be ordered through the phone company in order to be enabled on your phone line You specify exactly how many digits you want when you order the phone service When the phone rings SmartQ will pause two seconds after providing a wink if using T 1 lines then collect all digits and begin the survey Information from DID DNIS DID DNIS will deliver the following information Last several Digits of Dialers phone j Any DID DNIS information collected is stored in a built in field called DIDDIGITS Alternatively the field may be blank The information fromthis field can also be used for calculations retrieval or simply additional information about the call stored in the database DNIS Dialed Number Identification Service is a s
30. Calls is pressed and calls are currently in progress SmartQ gives you the option to allow current callers to finish their surveys while not accepting any more incoming calls Exit SmartQ SmartQ must be open and running for calls to be answered However if you do wish to exit the program completely and not answer calls click on the Exit button in the column of buttons on the left hand side ofthe screen Viewing Current Activity and Monitoring Progress When you start SmartQ or when you click on the Current Activity button you will see a screen showing system activity This window is divided into two main sections Current Status and Recent Activity SmartQ 5 2 Manual 46 Conducting and Monitoring Surveys SMART Current Item Ready For Call Ready For Call Ready For Call m p Pot Date Time Action 3 776411 16 51 35 Port 3 turned on 2 7 6 11 16 51 35 Port 2 turned on 1 776 11 16 51 35 Port 1 turned on 4 m J p a 0 Active Calls Reference 04 X E Open Calls Since Startup na _ Multiple Line Settings 3 ANALOG LINES Answer Un Ring 1 Change The Dialer is OFF Viewing the Status of Each Incoming Line The status for each telephone line appears in the Current Status window in the Status column The lines can have three different states IES Description Ready for Call The incoming line is available and ready to take calls Dialing number Currently dialing an outbo
31. Materials are mailed out beforehand in this survey so that clients are pre assigned which survey to take SmartQ 5 2 Manual 140 Sample Surveys SmartQ 5 2 Manual Lead survey Welcome Enter survey code Response survey 200 Enter treatment time point Response survey 100 Did staff listen id treatm ent end reatm ent posttreatment Did staff work vellasa team Do you intend to stay Did staff allow you to express concems Are you satisfied Did staff explain Is the program meeting your expectations Formula Builder Calculate Score Would you recom mend the program Did staff review treatment plans Call again on Calculate Date 141 Lead Survey Item Item Name 1 code Item Type Query Response Survey Item Item Name 1 listen SmartQ 5 2 Manual Item Type Query Prompt to Record Intro Question Prompt to Record Intro Script for Query or Formula Data Builder Entry for Retrieve and Calculate Welcome to the Medical Survey Line We appreciate your taking the time to call us Your responses will help us to improve our service to you and others You will find a three digit survey 100 code either 100 or 200 printed in 200 the upper left hand corner of the materials you received If you do not see a survey code or the code you received does not work please call 1 800 555 5555 and someone
32. Place FORMAT between a string and the format to convert it to Performs a Boolean test on what exists between the IF and THEN statements If the test passes resolves to TRUE whatever is between the next THEN and the following ELSE or ENDIF is returned Ifthe test fails does not resolve to TRUE execution of the formula resumes following the next ENDIF or ELSE statements Boolean 0 True 1 False ELSE is optional If there is no ELSE and the condition is false the result is blank zero length FUNCTION 369158 RUN Result The function call CustomerPasswordForID 369158 is run synchronously by your DLL and the result is passed back to SmartQ as the result of this calculation X FINDINLIST A B X Z Result 3 36 FINDINLIST 1 10 11 20 21 30 31 40 41 50 Result 4 A B C FINDINLIST A B A B ex Result 3 1 6 FLOOR Result 1 June 6 2002 FORMAT GENERAL DATE Result 6 6 2002 0 97 FORMAT percent Result 97 00 Tests are performed by invoking the following Logic Operators I IF 1 THEN True ELSE False ENDIF Result True I IF 0 THEN True ELSE False ENDIF Result False 81 IF 0 THEN 1 ENDIF Result Nothing INLIST Text Operator Checks whether a value is 3 INLIST 1 2 4 5 contained in a comma delimited list of values and ranges List mu
33. Ports 5 8 Report Eb Sisan Arbad M aboceted a now Frequency 2 Frequency Devioten 2 Diis List Diet 162194 nados nce Menge Tee On Tine On Deviation iw n Tee din Time 08 Desitin n e LT J d Pot to Une E T t Frequency 1 Frequency Deviation 1 e a LU Fax Detection Un Sane Sorin Data Management Overview This chapter will explain how SmartQ collects and stores data as well as how you can view and manipulate the data once it has been collected When a client calls your automated telephone survey and answers questions SmartQ stores the responses on your computer s hard disk Using the buttons on the Data Screen this call data can be viewed exported to a text file and or imported to a separate program to create reports To view the Data Screen click the Data button which will always appear as part of the left hand column of buttons under the SmartQ logo Storing Data SmartQ Database Architecture SmartQ stores data directly into a Microsoft Access database For each lead and response survey on your system data is stored in the database table and fields that you configure when you design each survey in Survey Designer Ifa client terminates a call before finishing the lead survey data from that call is stored in the lead survey table Ifa client completes the lead survey and at least a portion of the response survey all of the call data is stored in the response surv
34. Validation ET Database C AProgramD ata T ele age V vr mes sey 1 Browse Example Table of Query You are conducting market research and want feedback only fromcustomers Messages who have purchased your product Your database has a field that tracks Fickd unique identification numbers of products that you have sold and by setting fip E the validation to accept only products from your database you will acquire data fromonly those callers who own your product Date Validation Advanced When your survey needs to gather a date it can validate a caller s response in many different formats depending on your needs To enable date entry and validation enter a number greater than 1 into the Maximum Number of Digits on the Responding tab check the Reject Invalid Res ponse checkboxand press the List button Date is one ofthe options that appear on the Validation window Select the appropriate format fromthe pull down menu next to Date Format For example assume a caller is entering a birth date of July 11 1974 If you select DDMMYY as the Date Format SmartQ will only accept user input in this format SmartQ will not allow an entry of 71174 because there is only one D entry 7 The caller would then need to enter 071174 which is consistent with this setting of Date Validation Validate By Segment s Advanced When gathering a lengthy set of data it can be critical that all of the numbers are accurate Exa
35. View Dialer Log CoD stopped which lines were active during which times and when SmartQ begins operating to name a few examples These log files are very useful for Anglyze Logs troubleshooting your system setup T ogging per survey Call Volume and Port Usage Ctrl V Import Export Surveys EMail Setup Log files record from the time SmartQ starts until the programis closed On larger systems i e large numbers of surveys running 9 set Log File Output Jie simultaneously writing these log files can occasionally slow the entire Logging is ON for these surveys system Thus for surveys on which you expect high volume and au Senge Lae All know that few problems exist you may wish to disable logging v 96 Sample Resp100 En v 98 Sample Resp200 En Nona To enable disable logging go to the Current Activity screen and select Tools gt Enable Logging per survey When the dialog appears deselect the surveys for which you do not want a log file to be written NOTE When logging is turned off the beginning and end of each survey are recorded along with any errors To examine the contents of one or more ofthe log files select the Tools gt Analyze Logs menu option The Analyze Logs dialog will appearto allow you to specify which log entries you would like to examine narrowing down the data selection by Cancel e File name Date file names contain dates e Port number s e e Types of log entries Answered Com
36. an indicator light nearest the jack on the board e The light is red if there seems to be a problem with the signals e The light is green if the signals seemto be correct and consistent If the line is giving you trouble make a hard loopback connector and plug it directly into the board Ifthis doesn t turn the light green when the Dialogic service is running then the board is faulty It may take 15 seconds after insertion for the board to detect and analyze the signals The pin out for the board is e 1 Receive Tip e 2 Receive Ring e 4 Transmit Tip e 5 Transmit Ring Therefore to make a hard loopback take an RJ 45 plug and two short wires Connect pin to pin 4 and pin 2 to pin 5 Twist the wires Cable from the SmartJack to the Dialogic board Use a straight through LAN cable ABAM or Cat 5e to connect the SmartJack the phone interface box to the Dialogic board The cabling should be less than 133 feet in length If you are making a cable the wires are the same on each plug Place the plug so that the tab is away from you and the wires would stream out to the left Pin 1 will be on top The wire order could be as follows e 1 Green white e 2 Green e 3 Orange white e 4Blue e 5 Blue white e 6 Orange 7 Brown white e 8 Brown SmartQ 5 2 Manual 150 T 1 Boards OR e 1 Orange white e 2 Orange e 3Green white e 4Blue e 5 Blue white e 6Green e 7 Brown white e 8 Brown The first is called 568A and
37. and time fields to reflect the date and time that the survey was actually administered rather than when it was typed into the computer To change this data simply type over the existing information The record number uniquely identifies the record and cannot be edited The call port number 999 identifies the record as manually entered data SmartQ 5 2 Manual 55 Exporting Data SmartQ can export data to Microsoft Excel and other programs that can import data from text files You can also view and edit the exported text files in text editors 1 Make sure you are viewing the Export Date Data screen if not click the Data button Selloet Survey and Datos Surrey Export al deta in thir table 2 Select Data gt Export The Export fee wb 1 2005 C Eput this naveg oniy Data window will appear In 2008 El Fetmat and Export Date 3 Specify the data to be exported by 7hee repre Re selecting a survey and range of CALL PR m mE Comms 7 CALLDATE dates from the 1 Select Survey Tl 7 Inchale field names as frat ine ot eutgut 2 Expert operand IOs and Dates group Expert open end tanecriptions Dutput Pde Nane Let me select e nome 4 Under Fields Available double eie Po neo eens click each data field name you would like to include in the exported data file It will then be listed in the Fields to Output box 5 Double click a field name from the Fields to Output list to remove it To clear all of th
38. before concluding that the call has been answered If the time delay is too short SmartQ may think that the phone has been answered when it hasn t SmartQ versions 5 2 63 and later now enable greater control over how answering machines are handled To account for the wide array of answering machine prompt times three new options have been implemented Max OGM Length OGM Ending Pause Length and OGM Ending Beep Frequency The default for Max OGM Length is 15 seconds This means that SmartQ will wait a maximum of 15 seconds before starting the first survey prompt This pause can be overridden by either OGM Ending Pause Length or OGM Ending Beep Frequency if they arise first The OGM Ending Pause Length has a default of 1 5 seconds which means that if there is a pause of 1 5 seconds or more at the end of the answering machine prompt then the first SmartQ survey prompt will begin to play The default for OGM Ending Beep Frequency is deliberately left blank due to the wide range of frequencies used by different answering machines SmartQ 5 2 Manual 10 Getting Started 5 T 1 Outbound Call Setup Some T 1 outbound signaling uses Wink Start meaning that after SmartQ goes offhook to make a call the T 1 line sends a wink signal to the voice board to indicate that the line is ready for dialing A wink signal is a brief digital offhook onhook sequence that serves the same function as dial tone to a person calling out Normally the win
39. can score a set of questions at any point in your survey to store the answers orto route callers based on the calculation Email Email the result s of your survey to recipients of your choice Can be used to attach files distribute orders and notify staff of survey results among other functions e Retrieve There are three types of retrieval A Retrieve Data for Calculations looks up information such as the date ofthe last call or an answer to a particular question during a previous call and makes the data available to perform calculations B Retrieve Spoken Responses sets up the ability for authorized callers to retrieve spoken responses messages from any touch tone telephone This is ideal for offices with multiple locations but only one computer running SmartQ software C Resume Incomplete Survey looks for a previous incomplete survey fromthis caller If one is found the data is read in and the survey resumes where they had left off Step 5 Construct Item You will use Construct Items differently depending on what type of item you 4 Select Item Type have selected in Step 4 Select Item Type Query Digits is the most common and Query Digite easiest Item to construct Query Digits 00 23 Query Alphanumeric The next chapter will go through constructing Query Digits step by step Query Open End E 6 Instructions for the other two types of query Query Alphanumeric and Query Caloulala Open End will f
40. criteria have been fulfilled select Stop when quotas are reached and then click the Set Quotas button This will take you to the Set Job Quotas screen to define your criteria Once your quota has been met busy and unanswered numbers will not be retried regardless of the dialing specifications you set in Step 4 above Define A Complete Call The Standard Dialer can consider a call complete ifthe Number Was Dialed a Live Person Was Reached or the Survey Was Completed Number was dialed If you want the Standard Dialer to calla set of phone numbers and count all outcomes live person answering machine busy signal etc toward meeting the quota choose Number was dialed SmartQ 5 2 Manual 111 e Live person was reached If you want the Standard Dialer to call a set of phone numbers and count only responses where a live person was reached toward meeting the quota choose Live person was reached Example You want to reach 200 live people Choose Live Person Was Reached and enter 200 into the Make Only Calls Total boxbelow After the Standard Dialer has detected 200 live people answering the phone it will consider the quota met and stop dialing Over 200 calls will be placed overall since the Standard Dialer will not count answering machines busy signals etc toward the 200 call quota Survey Was Completed If you want the Standard Dialer to calla set of phone numbers and count only the outcomes in which your survey was completed cho
41. database TIP How does SmartQ know when to accept an answer Suppose you ask On a scale of 1 to 10 how did you like our product Choose 1 if you strongly disliked it and 10 if you liked it enormously How does SmartQ know whether you have pressed 1 and are still trying to locate the 0 or if you have pressed 1 and are waiting to move on to the next question SmartQ will accept an answer with fewer than the maximum digits allowed after 2 seconds a long enough pause to ensure that the caller is finished entering their answer and will not enter more digits SmartQ will accept answers containing the maximum number of digits immediately since no more digits are expected Alternatively you can instruct callers to enter the pound sign when they are finished entering their answer In this case you should treat the pound sign as a digit when setting the maximum number of digits The pound sign will not appear in your response data SmartQ 5 2 Manual 22 Survey Design Construct a Query Question Timing Allowresponse during question allows callers to anticipate a reply and enter a response during a question rather than waiting until the prompt has completely finished Default checked box If you un check this box callers cannot interrupt the prompt and must wait until it is finished to answer The prompt will only be non interruptible the first time it is heard regardless of the number of times the question repeats Time allowed for res
42. defaults to match your desired format ODBC The auto export to ODBC function uses a connection string to connect to your database Click Get Connection String The Microsoft Windows Select Data Source dialog appears For SmartQ TeleSage recommends this procedure 1 Choose the Machine Data Source tab 2 Click New 3 Choose the System Data Source option and click Next 4 Inthe next dialog box choose the appropriate driver For Microsoft Access 1 Choose Microsoft Access Driver mdb 2 Click Next 3 Click Finish Now you will see the ODBC Microsoft Access Setup screen 4 Entera short identifier for the Data Source Name for example Project ABC Responses 5 Enter an explanation into the Description field such as ABC Phase 1 started January 2006 This SmartQ 5 2 Manual 104 Organizing Surveys description will be visible if you select Administrative Tools gt Data Source in Windows Control Panel but it is not visible in SmartQ 6 Select Database gt Select and browse to your Microsoft Access database file 7T Leave system database with None selected 8 Click OK on the next two screens 9 The second OKis on the Select Data Source screen where you will see your new connection displayed and selected After this step is complete the connection string that tells SmartQ how to find the database is automatically placed in SmartQ s Connection String field For SQL Server the driver m
43. exist Does not erase the current contents just adds to the end with a carriage return Returns 1 if successful 0 if not 1000 10 A 9 8 SORT Result 10 1000 8 9 A A B C D SORTBYRANKINGA 4 3 gt 2 1 Result D C B A A B C D SORTBYRANKINGD Mi um A B C D SORTBYRANKINGA IOO A ypa Result C A D B I wasn t sure SQLESCAPEQUOTES Result I wasn t sure Some text WRITETOFILE o myfile txt Result 1 Creates c myfile txt if it didn t exist already My lost text WRITETOFILE c invalidfilename Result 0 85 Advanced Topics Setting up Retrieval of Data for Calculations Overview of Retrieval The Retrieve item type allows you to access data from previous surveys It will retrieve data fromthe first survey taken by the caller and the most recent survey taken by the caller Once retrieved this information is available for the rest ofthe call This is useful for different purposes Route a caller to a specific set of questions based on an answer to a previous survey Use information from a previous survey in a calculation The Retrieve item type is easy to use you specify criteria for lookup and SmartQ will search through past surveys for a match Whether the data was in the first survey taken by the user or the most recent the information will be made available to you in the current survey You will know if SmartQ was successful in finding pas
44. if the dialer is overloaded and cannot get to the queued call in a timely manner Calls are cancelled so they are not placed long after they are due for example after a certain hour or event The time limit can be changed under Dialing Rules on the Advanced Dialer screen SmartQ 5 2 Manual 128 Advanced Dialer Example Queries GetCalls Query Your database has one table with people their phone numbers and other personalized information Your database has another table containing the time a call should be made the ID of the person and a CallStatus field The person should be called when the date and time in the CallDateTime field has been reached and tried a second time 10 minutes later if they didn t answer the first time SELECT Calls People PhoneNumber FROM People Calls WHERE People PersonID Calls PersonID AND CallDateTime Now AND CallStatus 0 OR DateAdd n 10 CallDateTime Now AND CallStatus 2 1 ORDER BY CallDateTime Update Queries Your GetCalls query returned a uniquely identifying field named CallID and another field containing the status named CallStatus This query will simply update the correct record in the Calls table with the calculated final status UPDATE Calls SET CallStatus STATUS FINAL WHERE CallID CallID This next example saves the date and time when the database update was do
45. in Windows 7 orC Documents and Settings All Users Start Menu Programs Startup in Windows XP This program displays a countdown while waiting for the Dialogic drivers to load then runs SmartQ 3 Call Coverage e When SmartQ is unavailable you have two choices Callers can either receive a no ans wer or callers can receive a recorded message informing them that your survey is temporarily unavailable Ifthe no answer ring is acceptable during downtime no additional configuration is necessary This is the default If you have a T 1 circuit callers may hear a busy signal or a message that circuits are busy unavailable Ifarecorded message is desired then the SmartQ phone lines should be set up to forward to voicemail on no answer In an office PBX environment a voicemail box could be set up for SmartQ with an appropriate greeting message Ifthe SmartQ lines come directly from the Central Office then the voice mail feature should be ordered from the phone company for each ofthe lines 4 Notification of Problems NightOwl TeleSage s NightOwl product can be used to monitor SmartQ externally and to notify personnel if SmartQ stops operating properly Contact TeleSage for more information about NightOwl SmartQ 5 2 Manual 49 Log Files for troubleshooting SmartQ generates log files for system events viewable in the Logs folder View Log Cti L These include error messages the exact timing when lines are started or
46. most likely be quite different from the time that the call was originally placed For this reason it is preferable to use CALLDATE or CALLTIME rather than YEAR MONTH HOUR etc in your filename formula SmartQ 5 2 Manual 106 Standard Dialer Getting Started Standard Dialer Getting Started Launching the Standard Dialer Click the Dialer button on the left hand menu This will open the Standard Dialer and take you to the Dialer Job Schedule screen Dialer Job Schedule iD Status Start Date Time LEN ARA A How the Standard Dialer Works 1 You design a Dialer Job on your PC by selecting a set ofphone numbers in a database and specifying dates times and quotas to call 2 At the specified date and time your PC begins calling your list of phone numbers 3 SmartQ your automated survey system will administer a survey you created or leave a message on an answering machine SmartQ 5 2 Manual 107 SmartQ 5 2 Manual How the SmartQ Dialer Determines Call Result SmartQ s dialer uses a simple heuristic with parameters you can specify see the Outbound Call Progress settings of the Phone Line Setup dialog in Chapter 1 to determine whether the call is answered by a person or an answering service When attempting an outbound call the dialer goes off hook dials a number and listens to the line It establishes a cadence for the ring signal and then times the duration of the first sound that is out of the ring sign
47. numbers dates and confirmation prompts Step 3 Select Item Once you have set up a database and named your survey you are ready to begin creating and naming items An item corresponds to one data value stored in one Access database field Each survey can have up to 99 items There are severaltypes of items one of which you will select in the next step Step 4 Select Item Type When you Select Item Type you choose the mode of data collection collect digits do a calculation orretrieve a history There are several options under the Select Item Type pull down menu You must select an itemtype for each item before continuing to design your survey If you wish to pose a question to the caller and collect their numeric response select Query Digits this is the default Query Digits and Query Alphanumeric allow you to record all parts ofa question on the Recording tab including an introduction an inform prompt a question and instructions on which responses are valid SmartQ 5 2 Manual 15 These categories introduction inform prompt question and instructions combine to formone item you can use as many or as few parts as you wish depending on the information you need to give and the answers you would like to obtain There is usually no prompt recording associated with Calculate and Retrieve these are items you create to help your survey perform advanced tasks However if you would like to record a prompt fora calculation or data r
48. of E T buttons es gt rw s 52 Call your survey and watch the progress fromthis screen You can call your survey at any time by dialing the phone number ofthe phone line going into your computer Think ofthe computer as answering the phone and dial the number that will make that happen a Ei 53 When the call is done you can click the Data button on the left hand column of buttons or you can open Microsoft Access to access the data collected SmartQ 5 2 Manual 43 Saving and Testing Saving SmartQ automatically saves your settings when you switch screens switch surveys or when you switch items If you wish to save a setting without switching screens click the Apply Now button on the lower right hand corner ofthe Survey Design screen That will save your work immediately Testing As you create a lead survey and name items SmartQ automatically creates database fields in the lead survey s Microsoft Access table When you are finished creating the lead survey you should check the Lead Survey checkbox in the Select Survey section Then as you are designing your response surveys lead survey fields are automatically associated with new response survey fields This allows all the data collected froma single caller to be shown in the database whether it is the identifying information that is collected with the lead survey orthe survey responses that are collected with the response survey If you add fiel
49. of curiosity for how callers react to your survey The Port Status Bar the long horizontal bar immediately below the Recent Activity section also provides a very convenient display ofthe status ofall of your ports Notes If you select the Notes button the IVRNotes txt file will be opened by Notepad This is a convenient place to create a systemlog and means of accessing it NOTE If you are upgrading SmartQ from a version that did not contain this feature the contents of the previous reference fields will be copied into the contents of the TVRNotes txt file Printing SmartQ Windows On the left column of your SmartQ screen the Print button allows you to print any screen that you have open Open the window that you would like to print and click on the Print button Call Volume and Port Usage Accessed through the Current Activity screen s Tools menu Call Volume and Port Usage can help maximize the use of your system There are 1 440 minutes in every day SmartQ shows how these minutes were divided among the number of lines you have Ports In Use Minutes 0 917 1 230 2 152 3 86 4 55 In the above example on a 4 line system all four lines were in use fora total of 55 minutes on this day These 55 SmartQ 5 2 Manual 48 Conducting and Monitoring Surveys minutes could have occurred at any time that SmartQ was taking calls but for 55 minutes SmartQ could take no more calls In other words a caller would receive a busy
50. on the Routing tab to route callers to the End item Make the Survey Available to Callers Now that you have created the survey you will want to make it available to certain staff members and hidden from survey takers Distribute the access number that branches to open end responses only to those who need it 1 Inthe lead survey click on the first item that contains routing information 2 Select the Routing tab 3 Choose a number that staff members can enter to access the open end response survey such as 99 9 or another combination of keys that a survey taker would not enter by mistake Fill in this number and route it to the open end response survey that you just created 4 Check to ensure that the following settings are correct On the Recording tab make sure Allow response during question is checked On the Responding tab verify that your code is within the range of the minimum and maximum digits allowed If you have a list of Valid Choices make sure that the number you distribute is included in the list What the Caller Will Hear Once the access number is entered the open end responses will play The following options are also available during and immediately after playback of open end responses Save Open End Response as new 1 Skip Save Open End Response as old 2 Delete Open End Response 3 Rewind 5 seconds 4 Pause 5 Fast forward 5 seconds 6 Hear ID amp Time Date 8 Exit E Flag message for priority
51. onlerence Esport Wink a os Picken nm Numbes of DID Digite s Time to waa lor Wink Sec 2 0 Po Get DID digits after pickup r Time between Pickup and Dial Sec 1 5 fis Minimum Onhook bclwcen Calls Sec 1 9 no Use MF dialing m ose dialstring with and H H Dislogic DCM a Canoel Line settings need not be changed unless you have T 1 lines or extra services on your phone lines These are arranged into five groups 1 Port Settings Number of Lines is set by default to the maximum number of lines you purchased You can set the number of active lines to any number equal to or lower than the number of lines you purchased with SmartQ e Rings Before Answering is set to 1 by default You can change this so SmartQ picks up and starts surveys after 1 4 rings Set to 2 if you have Caller ID and wish to enable it Offhook Delay is the number of seconds to delay before SmartQ starts playback of the first prompt This setting is necessary because some telephone systems ring a phone before the audio path is ready and if playback were immediate the caller would miss the beginning ofthe message 2 Telephone Hardware Line Type is set to Analog by default It can be switched to T 1 ifthat is the type of phone line you are using Many ofthe other settings on this window will be enabled or disabled depending on the line type you choose 3 Signaling The options available to you under Signaling will depend upon the Telephone Hard
52. output Open your new view for the final output shown below amp 02 Car Survey Car Survey Digits txt Notepad kItem Mame Min Max Digits Accepted This view shows both the name of each itemand the minimun maximum digits that are allowed The first item 1 happy yields a result of 1 for the minimum and 1 for the maximum allowable digits We see that item 2 repair will allow anywhere from to 2 digits in our survey 2 repair 3 accident TIP Foran easy recording session select Item Name and Script and print the final output This also helps you screen your survey scripts for errors Typically this output is easiest to read when Item Name is included However SmartQ allows the user to select any desired combination of settings These customized views can be useful when troubleshooting designing multiple or very large surveys or preparing for a recording session You can add your own text in the Template box to make the data more meaningful to your surveys SmartQ 5 2 Manual 100 Organizing Surveys Survey Organizer Custom only You can use the Survey Organizer to copy move and rename any SmartQ survey from within SmartQ To open the Survey Organizer go to the Survey Design screen and select Survey gt Organize Copying a Survey 1 Browse to the destination Directory on the lower right 2 Select the survey to copy in the Surveys menu on the left 3 Clickthe Co
53. question 23 Quotas 111 R Recording 18 Import Studio Recordings 21 Recording Prompts 20 Repeat Current Item 29 Response Survey 13 Retrieve item type 86 Retrieve info from previous surveys 87 Retry busy numbers 111 Retry Unanswered Numbers 111 Return to Previous Item 29 Ring setting 9 Rings Before Answering 8 Robbed bit signaling parameters 9 S Save as setting 29 Skip Items 18 29 Conditional skipping 21 2012 TeleSage Inc Skip Items 18 29 Voice Selection 64 Skip Destination feature 29 Special Touchtone skipping 29 W Special Touchtones 29 Specific Destination pull down box 32 33 Welcome Screen 6 Standard Dialer 3 107 109 116 119 121 Wink Signal 11 Status of incoming lines 47 Expect Wink after Pickup 11 Survey Organizer 101 Time between Pickup and Dial 11 Survey Voice 64 Time to wait for Wink 11 Recording 64 Survey specific settings 130 System Prompts 61 X B System Voice 61 Auto Advance 63 XML Output 106 Clip Recording 63 Default 62 Editing 63 Record System Voice screen 63 Recording 62 zT T 1 Outbound Call Setup 11 Enclose dialstring with and setting 11 MF Dialing 11 Test Now button 45 52 Text File output 104 Time Allowed for Answer 111 Time Allowed for Answer box 111 Timeout for Dial For Recording 10 ToFax files 130 Tooltips 2 54 Transcription 91 Transfer type 9 Translate Response 23 Try Data Export Again button 57 Two key sequences
54. redial the phone numbers 10 Select the survey you want SmartQ to administer when a person answers the phone Use the pull down menu under If person answers do survey to select your survey If you do not select a survey here SmartQ will administer its current lead survey 11 You may want SmartQ to use a different survey if an answering machine is detected Use the pull down menu under If ans wering machine detected play survey to select the survey you would like to playback when a machine answers the phone If you do not select a survey here the Standard Dialer will hang up when a machine answers the phone Step 5 Set Job Quotas Advanced Feature You may want the Standard Dialer to stop dialing when a certain EE _ ii aA alti number of calls have been placed a certain number of surveys gt o have been completed or other criteria have been fulfilled For ewm donald instance you may have a job that consists of phone numbers nm across a city and you want to make sure you get 10 completed a surveys from each zip code Defining quotas can help you E ro reach your specific goals 7 Una at el cas par cos If you want the Standard Dialer to dial all the numbers in your ae le table as per your dialing specifications described in the al zl E 3 previous section regardless of the result of the calls select IJ Dial all the numbers P Pa If however you want the Standard Dialer to stop dialing when certain
55. replace from the Name list thirteen 5 Enter the script for the system voice PETIT TT TIT TT you are recording in the NewScript fourteen e a Clip Recording fifteen textbox sixteen Record Auto Advance 6 Press the Record button when you seventeen A eighteen Original New are ready to record the item RTE 7T Press the File button ifyou havea ES gt hirty file you ve already recorded that you d orty Pay Pls ty 8 Press the Play button to the leftof nns New Script to listen to the recording temuy Play as ERSTES 7 1 ninety 2 you ve made for the current selection pnm i Aue thn Enit 9 You can test the items in your new f Show Number system voice by entering text into the Test Prompts with Sample Phrase textbox and specifying how that text should be interpreted with the Play as pulldown menu Press the New Play button to hear it played 10 Make sure that you select the appropriate linguistic rules from the Select Language Rules pulldown menu If you don t the way in which language elements are combined will seem illogical SmartQ 5 2 Manual 62 Advanced Topics System Voice and Multiple Language Support 11 Nothing you have done will be saved unless you press the Save Changes button 12 Press the Exit button to close the dialog boxand return to the main SmartQ window Editing a System Voice System prompts are almost always small elements that are combined together i
56. respond SmartQ 5 2 Manual 19 Repeat Instructions You can use this type of prompt for shorter versions of amp Repeat Instractiom I 7 Choose E you wart a shoter f Use Repeat Instruction prompt from instructions that are repeated each time that the question is versi n of pu question repeated when calet dont 2 clean gt repeated mot respond Ec You may want to reuse these repeated instructions in other items To do so 1 Clickon the item where you would like the instructions repeated 2 Checkthe checkboxto the left of Repeat Instructions 3 Checkthe checkboxnext to Use Repeat Instruction Prompt From 4 Use the pull down menu to select the item that contains the Repeat Instruction prompt you would like to apply to the currently selected item Recording Prompts 1 Unless you already have files you wish to use for prompts which you can attach to items using the File button explained below you will be recording prompts using SmartQ 2 Select the prompt type Introduce Inform Question or Repeat Instructions It is recommended that you enter the text in the Script boxto keep track of what you ve recorded and allow the reader to read from the screen 3 Clickthe Connect button in the far left hand column of buttons of SmartQ See the following sections for advanced methods of connecting 4 SmartQ will prompt you fora dialout port and a phone number to call Choose a dialout port that h
57. scripts have been entered and what prompts have been recorded for it How to Create a Voice Selection Item You can designate one itemin your survey to be the voice selection item which changes the survey voice that will be used for the rest ofthe survey It may be any itemtype so you could for example ask your callers Press 1 for English or para espanol empuje el dos Or you could performa lookup or calculation with a calculation or customitem In any case this will cause SmartQ to use a particular system voice and survey voice for the remainder of the call IMPORTANT If one survey routes to another the second survey will attempt to use a survey voice with the same name chosen by the first survey If a survey voice of that name does not exist in the second survey the second survey will automatically use its Native prompts The voice selection item will cause a survey voice to be chosen forthe rest ofthe survey The result ofthe item whether it is a query from the user Select 1 for English a lookup referring to a previously recorded selection ofthe user s preferred language etc must be a number The Voice Selection dialog boxallows you to associate a numeric values with the survey voices 1 Createa new itemon the Survey Design screen Make the appropriate selection from the 4 Select Item Type SmartQ 5 2 Manual 64 Advanced Topics System Voice and Multiple Language Support pulldown menu 2 Make the app
58. select the T 1 setting and the number of DNIS Dialed Number Identification Service digits to capture typically 10 These settings are saved in items 32 and 37 respectively in the ivr ini file Additional configuration You may need to contact TeleSage so that can walk you through several more steps ofthe configuration and testing Please call your account manager to arrange this at 866 942 8849 SmartQ 5 2 Manual 151 Index 152 Index A ADO connection string 124 Advanced Dialer 3 123 Allow Editing of Data 54 Allow Response During Question 23 AMI DA signaling 9 Answer Deglitch 10 Answering Machine Apply Now button Auto Test 44 C Calculate file name by formula 57 Call Duration 131 Statistics 52 130 131 CallerID ANI 11 Clip recording 63 Colors settings 55 Configuration Custom 3 Professional 3 Confirm Deletions 54 Current Activity screen D Data Data Errors window 57 Data Screen 52 Default response when item is skipped Fields Available 56 Fields to Output 56 Include field names as first line of output 56 Separator 56 Define Jobs button 109 Deleting Items 17 Dialing Prefix setting 111 Dialogic Voice Board 5 DID Digits 12 DID DNIS 12 111 128 32 44 6 46 57 130 2012 TeleSage Inc Disk Space 12 Display Surveys Alphabetically 54 DLL 77 DNIS 97 E Editing Items 17 ES Fax Detection 51 Fax transfer number 130 Formula Builder 66 Advanced 69 Basic 67
59. that may have occurred after purchase Creating the Survey The first step is to sketch out the questions you would like to ask break these up into the introductions and questions and so on Here s a very simple example 1 Introduce Welcome to Jack s Cars Satisfaction Survey Thank you for your recent purchase Question Are you happy with your car Press for yes Press 2 for no 2 Question Please enter the number of times you have had the car serviced or repaired since you purchased it 3 Question Has your car been in any accidents since you purchased it Press 1 for yes Press 2 for no Another design technique is to draw a flow chart of the survey SmartQ 5 2 Manual 38 Survey Design Basic Tutorial Intro Welcome to Jack s Cars Satisfaction Survey Thank you for your recent purchase Question Are you happy with your car Press 1 for yes Press 2 for no 1 yes 2 no ens Please enter the num ber oftimes you have had the carserviced or repaired since you purchased it 1 10 11 99 me Has your car been in any accidents since you purchased it Press 1 for yes Press 2 forno 1 yes 2 no Sample Script You can also design your survey using a template where you can add specific item names itemtypes the data you might collect and routing destinations Let s look over an example TABLE 1 Sample Survey Jack s Car Customer Satisfaction Surve
60. the Select Job pull down menu at the top of the screen Job details are listed in the Select Job box After the job name you can see the date and time the job ran which ports were used and the status of the job e g active finished cancelled Results are listed in the Results box by category ifno categories were defined all results are listed in the category ALL For each category you can see the number of attempts complete calls answers by a live person busy signals answers by a machine and calls with no answer A complete call is defined when you set quotas Ifno quotas have been set then the number of complete calls will be zero The quota and number of calls made toward the quota are also listed If you wish to see results sorted by a column click on the column heading To view results in a tab delimited file click the Export button When you are finished viewing results click OK to return to the Dialer Job Schedule screen SmartQ 5 2 Manual 116 The Standard Dialer Viewing Results Dialer Jo 30 Customer Car Sarisf 07 25 2007 03 45 PM Ports 1 4 ACTIVE Try 1 ANN NN ON ENN GENI AND UND NL GO S a cececeooe o 66 lt 4 lt 66 NW On BD lt pnNsa aa paca OQ ooOugiu gGNug99 f Seuoo 2c0 28200 200202 2020uS sy lt lt py Restart Selected Job Permanent Storage of Dialer Results The result of each call attempt is permanently stored in the Result column your database You can open you
61. the second is 568B Either will work as long as both plugs are the same This cable works because the SmartJack has transmit and receive pins reversed to mate with the Dialogic board or other equipment Installing Dialogic Drivers Use installation version 6 1 1 ISDN support is not included in the Typical or Compact installations Therefore you must choose Custom Install and check the ISDN and GlobalCall checkboxes When the installer asks what ISDN protocols to install choose all of them You will only need one protocol but this keeps your options open Reboot and apply Service pack 1 Configuring Dialogic Drivers Run the Dialogic Configuration Manager The Dialogic board should be auto detected 1 Double click the board to get its properties 2 Choose ISDN under the Interface tab 3 Choose the appropriate protocol such as DMS 100 to match the protocol on your T 1 line 4 Under the Misc tab there is a setting for parameter file If you are using DMS then enter DMS PRM For another protocol enter protocolname prm These files are in the folder C ProgramData Dialogic data in Windows 7 orC Program Files Dialogic datain Windows XP They are highly commented text files that contain settings such as enabling ISDN B8ZS ESF and so on They may be redundant with the protocol choice but this redundancy should not cause any problems SmartQ configuration On the Phone Line Setup screen see Chapter 1 you need to
62. vertical structure for saving survey responses Instead of having a column for each item in the survey and a table for each survey eQ uses two tables called SESSION and RESPONSE Each call is a session with an ID date and time The SESSION table has eight columns e SESSION ID Autonumbered primary key e SESSIONDATE Date of the call e STARTTIME Time ofthe call e PORT Line that the call came in on LEADNAME Name of first survey in call e LEADMINS Duration in minutes of first survey in call e RESPNAME Name of last survey in call e RESPMINS Duration in minutes of last survey in call The RESPONSE table has five columns SmartQ 5 2 Manual 105 RESPONSE ID Autonumbered primary key SESSION ID Foreign key that references the SESSION table SURVEY ID Contains the eQ survey ID which you set on the Auto Export screen e DATANAME Contains the name of the SmartQ item ANSWER Contains the response entered by the caller If you have a database with these two tables the connection to the database and the Survey ID for each survey are all you need to configure all ofthe table and field mapping is done for you When the data is written a separate row is written in the RESPONSE table for each survey item with the name ofthe item the response and the relevant IDs that tell you which call from which the data was retrieved XML Data collected by SmartQ can also be exported in XML files Use the XML tab to
63. whan calor dose not respond e ee eee IMPORTANT Locking will not protect an item against data loss in the event of a computer malfunction or prevent other users from modifying your survey Locked items can still be deleted like unlocked items Always remember to back up your surveys whenever possible SmartQ 5 2 Manual 35 Email Items Email Settings Some possible uses for Item Type Email are e Distributing phoned in orders to staff e Notifying staff when a certain number of calls are complete e Emailing survey results to a list of users To set up Item Type Email Set up your email account information Q EMail Account Settings Ure Name Smt 1 Fromthe Current Activity screen select Tools gt Email Setup This inputs Password obodelg your account information into SmartQ only one account can be used at a time SMTP Host Timp mpconpany com Reply Address odminilnycompany com 2 Enteryour User Name Password SMTP Host and Reply Address optional If you do not know what to enter in these fields contact the person in charge of scena miei your network Use Authentioation v Test SMTP Poit 75 3 Click Save Conneot Timeout 12 a Connect Tries S fave Mezzage Timenut 69 SmartQ 5 2 Manual 36 Email Items Create an item in your survey 5 Conetruet Item Email 1 Fromthe Survey Designer screen make a new item a poconing B Responding E Routen of Type Email EMAIL SETTINGS Fossils
64. you export the same type of data periodically and want to ensure that the format remains consistent you can save your settings by using the controls in the 2 User Saved Export Format group 1 Press Save to entera name for the settings Typical names would include the survey name and the purpose such as Grocery Monthly All the settings except the dates will be saved 2 The next time you want to use these saved settings select the name that corresponds to your settings from the pull down list SmartQ 5 2 Manual 56 Data Management Filtering and Dividing Data If you select Calculate file name by formula from the 4 Options group rather than Let me select file name you can use the Formula Builder so that the name of the file will be generated dynamically You can also use the Calculate file name by formula feature to filter the data that is exported or distribute the data into separate files based on the contents For example you may want to e Export only calls that are completed surveys e Create a separate file for each month e Export only calls that surpassed a certain threshold score When SmartQ does an export for each record it will evaluate a formula based on the content of that record You define that formula so that it evaluates to the appropriate target filename The export formula is stored with your other settings in an export exp file saved with the Use Saved Export Format controls so you can reuse it later
65. you have a field named Zip Code in your table Enter 15 in the text boxto indicate that you want 15 completed surveys from each category Below select Zip Code from the Category Field pull down menu to indicate that you want the Standard Dialer to categorize your records by zip code e Use Table of Calls Per Category If you have several categories and need a different number of complete calls made in each category choose Use Table of Calls Per Category In your database you will need to create a table that links each category with a quota Before each call the Standard Dialer will check this table and determine if the quota has been met for the category It will meet the quota for each category before considering the dialer job complete Point the Standard Dialer to the Quota database Quota table or query Category field and Quota field by selecting them fromthe pull down menus Use separate tables for the phone numbers and the quotas When you are finished click Save to return to the Dialer Jobs screen NOTE If there are not enough available numbers to meet the quotas you establish the job will finish without meeting the quota For example if you establish your quota as 1000 complete calls but there are only 500 numbers in your table the quota will not be met Example You want to survey households in several zip codes but want to survey a different number of households in each Zip code 1 In your database create a table ca
66. 9 to those who will call in to hear open end responses Instruct the staffto enter the access number at any time during the first prompt to hear the open end responses Set Up a Survey to Retrieve Open End Responses 1 AddNewSurvey Name it something that will remind you of its purpose such as RetrieveFeedback 2 Addan item Name it something that will remind you of its purpose such as Retrieve AI 3 Select Select Item Type gt Retrieve 4 Select the Responding tab 5 ClickSpoken Responses 6 UnderSelect Survey select the survey that contains the responses you would like to make available 7 TheSelect Open End Item s box contains all items that are open end responses Use the checkboxnext to each item to indicate the responses you would like to make available 8 Under Presentation select whether you would like the Message ID SmartQ 5 2 Manual 5 q T A Mecedrg amp Henpendes C eum PESPUMSES TU RETRIEVE Resume lecemalio Surses RETRIEVAL SETTINGS 1 Sekt Sure 2 Presmvaticns TIT a bce Sag Tara and Dee P 2 Select Open band lisati 4 Retivoo cody tomo jordi Sho Bom d Poema remet mt e Lecte Meter a Opp eer Tec Mom Ans Near Advanced Topics Setting up Retrieval of Open End Responses and the Time and Date to play with the rest of the open end response 9 Click the Apply Now button to save these settings Either continue with advanced options or simply click
67. Date of Call CALLDATE Time of Call CALLTIME Lead Survey Name LEADNAME Lead Survey Duration LEADMINS Response Survey Name RESPNAME Response Survey Duration RESPMINS DID DNIS digits DIDDIGITS Caller ID info CALLERID Time Operators Time operators add and subtract units of time Time Operators gt Example MONTHS i WEEKS You call clients back for a follow up interview four months and two weeks after S M the day they take your SmartQ survey You want to store that exact date in the MINUTES database so it is easy to see when you need to call clients back 1 Insert or create a new item called callback calc Select Select Item Type gt Calculate On the B Responding tab click the Formula Builder button The Formula Builder window will appear Click the Advanced button Build the formula SCALLDATE MONTHS 4 WEEKS 2 e E E ai TIP How to build the formula e SCALLDATE is under Date of Call from the Call Information menu MONTHS and WEEKS are Time Operators e 4 and 2 are entered with the Text or Number box 6 When you are finished using Advanced Formula Builder click Save 7 Click OK in the Formula Builder window to close it SmartQ 5 2 Manual 73 TIP Other Time Operators You can add a date and an integer 11 14 2012 WEEKS 1 results in the date 11 21 2012 You can find the difference between two dates 11 14 2012 WEEKS 11 7 2012 results in the intege
68. Eia AL m 13 Changing am teri Nani sie incciccescescstexccssdvecetecsesanecenteceeceeesccucodsensesoescndvaadercosnseduachiauseenassedssesenchisaenerdvbchUsupseanceis 13 Moving HOTS AE S A EES accord a EE A E ri ia cutebseniveddverseGredderdancee Sverdetseseesbes 13 Inserting Items 13 Deleting Iteni S SETS ETT STRE 13 SmartQ 5 2 Manual i Survey Design Construct a Query 18 OVO VIO W M aie 18 P wWcrene npee EET Choose Prompt Types Recording Prom pts ince teebee dns rap be ei via eeepc Connect for recording Alternative Method ccccccesecesseceeseceeseeeeeeeeeeseeeeseeeesseeeeaeeeseeeesaesessaseeseeeneeeeeesaees 18 Importing Studio Recordings eeueeseiieesieesieseiieseeseeeeenne nn nnn nnt tnn natns natns sinn nns t nasa s nasse ennen anneanne 18 Conditionally Skip an Item Custom only seseseeeieeeeiseseseeeeeenne nennen nennt nennt nnn nn tant n nnt n esten nani nnns 18 BRE SD ONIN GE a as ee ces inue Tn aer ae rra 18 ETT ON 18 Question Timing 18 Validation 18 Read Back to Caller ciet III veteres eL eie ee a sae Cede tid e reset enia ce oed ec eus 18 Copy Another File to He te ics ice idecsscesscceszeassesacusevsccesuceussiceveteseteisieveeceaceecessersvacrssseedaaesedesetevecsevscausvicevetsvskeases 18 Special TOUCKONES ERE TE 18 Sett
69. Hem ltem Name Item Type Prompt Scrip 1 happy Query Digits Intro Welcome to Jack s Cars Satis faction Survey Thank you for your recent purchase Are you happy with your car Press 1 for yes Press 2 for no times you have had the car serviced or repaired since you purchased it mI 3 accident Query Digits Question Has your car been in any accidents since you purchased it Press 1 for yes Press 2 for no SmartQ 5 2 Manual Please enter the number of Route 1 to End Route 2 to Item2 Route 1 10 to Goodbye Route 11 99 to Item 3 Route all answers to End 39 Set Up the Survey Open Survey Design Window in SmartQ 1 2 Open SmartQ Click OK for any greeting messages that appear Click on the Survey Design button in the left hand column of the screen to bring up the Survey Design window Create the Survey 3 4 OouUpn poc Select 1 Select Survey gt Add New Survey CESE Under New Survey select a two digit ID forthe survey and enter Car Survey as x the Survey Name EEE a Select New blank survey Select Make New Database and enter carsurvey into the box ET x rm Select Make a New Table and enter Car Survey into the box Enter rem 2 degit survey 10 E Click OK Click OK again in the next boxthat appears temen mmm o Check the This is a Lead Survey checkbox located beneath Select Survey EEES Hen bioh rurvey
70. If you are in the early stages of survey development you may find the Auto Test reminders bothersome You can turn them off from the Preferences menu but if you do be sure to use the Test Now button The Test Now operation not only checks settings it willalso create any fields tables or even databases missing from your data configuration If you do not have Remind me to Auto Test Surveys checked in the Preferences menu you should use the Test Now button periodically to test your survey SmartQ 5 2 Manual 45 Conducting and Monitoring Surveys Basic Functions Start SmartQ SmartQ will load ready to answer calls administer surveys and store clients responses on the hard disk Stop and Start Calls One of the buttons on the left hand column controls SmartQ s activity status The label on the button will change from Start Calls to Stop Calls depending on your connection status This is helpful if you wish to discontinue incoming calls to work on a survey for example to record a voice prompt or delete a survey question Click on Stop Calls in the column of buttons on the left hand side of the screen Calls will stop and the button will toggle to read Start Calls When you are ready to receive calls again click on the Start Calls button Calls will be answered and the button label will change to Stop Calls Stoo Cal St Cal TIP If calls are in progress don t hesitate to press Stop Calls When Stop
71. InInERALACIIId R 61 Editing a System VOICE reinician AA sek rev EE ee veu Ya eno rev ao Ex aE Pa eR vg a Ye rex 61 Clip Re cording cesiones 61 AUN ea 61 Suey VOICE Ai 61 How Create a Survey Voice 61 Recording Survey Voice Prom pts coocccccccncnccnnnncnnnnncnnn cnn recrea 61 SmartQ 5 2 Manual iii How to Create a Voice Selection Item ooococconccccncococnccnnconcncnnnnanonnnnnnnnncnnna non cnn nana nn anna narran nen rca rra nnnann nn 61 Advanced Topics Formula Builder 66 A O 66 Calculate 5 mede ueni a Er A AN O 66 Inform Data Calculator 66 Retrieve rr 66 Basic Formula Builder trece des due d re rra Paves cane Diesnoenseei di de cn Ee EaT 66 Single IT AA O 66 SUM OF TES PONSES RET 66 Courit of A O NAL 66 Advanced Formula Builder iieri ii na a 66 CETERI MALI Textor lure Math Operators E Response Exists Call Information Time Operators LOGIC Operators Me L S o AAA A nO In E E E Current Date Time Prefix Operators External Operators Advanced LUIRBECCIR e lJRul WEIIcl MC EE Advanced Topics S
72. Item first then the operator then the number you wish to add Result 11 21 2002 2 00PM HOURS 3 Result 5 00PM IF 1 lt 2 THEN FALSE ENDIE Logic Operator Returns true if left operand is less than right operand Result True EN Logic opor Returns true if left operand value is the same as the right operand ENDIF value For text values case does not matter Result True a WA Logic opes Returns true if left operand is Greater than greater than right operand Result True IF Sanswer gt 0 True ELSE ENDIF 3 THEN True Compares left to right operand the comparisons are in order Less SE ENDIF Than Equal Greater Than Less Result False SmartQ 5 2 Manual 79 Show sample code SmartQ 5 2 Manual than or EET Mb Not Equal Greater than or EET Mb Logic Operator Used to combine logic tests IF 1 1 AND 2 2 THI True ELSE False E Result True Text UN Inserts characters into a string A A a PER Place APPLYMASK between a 22 22 2222 string and a mask to apply f Result 12 31 2008 if user enters 12312008 Text Operator pun two strings with case cat CASEEQUALS cat sensitivity Numbers and symbols are acceptable Result 0 CAT CASEEQUALS CAT Result 1 x49 CASEEQUALS 9 Text Operator ICopies a file on the hard disk with A rade RELEE on
73. Job Dialer jobs that get interrupted will automatically re queue themselves You may wish to restart a cancelled or interrupted job 1 Onthe Dialer Job Schedule screen click on the View Results button to open the Dialer Job Results screen 2 Onthe Dialer Job Results screen select the job you wish to restart fromthe pull down menu at the top ofthe screen 3 Clickthe Restart Selected Job button This will open a dialog boxthat will ask if you would like to restart a particular job ID number Click OK Recurring Jobs Custom only If you need to call the same people repeatedly for a daily checkup for example you can easily set a job to run for any number of days 1 Checkthe box Reset All When Done on the Dialer Jobs screen 2 When you click Add from the Dialer Job Schedule screen the Add Dial Job dialog gives a Recurring Job option Check this checkbox 3 Enterthe number of consecutive days for which you want the job to run 4 Ifthe job runs only certain days ofthe week set its schedule on the Dialer Jobs screen SmartQ 5 2 Manual 115 The Standard Dialer Viewing Results Viewing Dialer Job Results Dialer job results are stored in your database but you may occasionally want to check your progress The Dialer Job Results screen allows you to view the results from previous or current jobs 1 On the Dialer Job Schedule screen click on the View Results button to see the Dialer Job Results screen 2 Select a job from
74. Manual 90 Advanced Topics Setting up Retrieval of Open End Responses associated data values displayed Click the data boxnext to the open end response item Select Transcribe Open Ends from the pop up screen 4 The Edit Open Ends dialog box will appear To hear the message press the Play button If you wish to play only those open end responses that meet specific requirements check the uo t ikas D 1 fet Prey gt Nee Lat wf Samy 0 test Flo Mak Ae Delete Sie Drhaard desired boxes under Show Only Selected Items Options Saon Sab Dos Trarveongtbon include Y Ushuwd flespanzes y Sawad Rerperan Y Deleted Aurperara e Y ltarscebted Hes es Flagged Responses il m e Unheard Responses e Saved Responses e Deleted Responses e Transcribed Responses e Untranscribed Responses 5 You can mark each message you hear with one ofthe following buttons Flag e Mark as Unheard e Mark as Heard Delete 6 Ifyou wish to transcribe the message enter it in the Transcription box 7 Click the Previous or Next buttons to go to same item in other surveys i e to hear other callers open end responses to the same question The First and Last buttons will allow you to jump to the first and last surveys containing the same item TIP Shortcuts include e Control Shift Retum starts or stops playing message same as pressing the Play Stop button e Control Return moves to the next record sam
75. Save formula As you become more adept at creating formulas you may wish to type directly into the box If you need to erase an element of the formula use the back and forward arrow buttons as well as the Delete button Do not edit the formula in the formula bar directly without the use ofthese buttons The rest of this chapter contains examples of how you can build your own formulas Unless otherwise specified use the pull down menu to select each element of the formula Itemnames and numbers are used in the examples for clarity but you can adapt the examples to suit your needs SmartQ 5 2 Manual 69 Response Value Click the pull down menu next to Response Value to include the Response Value caller s answer to a particular question in your formula Almost all calculations will involve a selection from this menu as the subsequent 2 clean examples will show 4 I 5 store calc Example In the first example in this chapter with Basic Formula Builder we recalled the response to a previous item named location in order to branch based on that answer in a later point in the survey You can accomplish the same result using Advanced Formula Builder instead of Basic Formula Builder In a simple example like this one it makes no difference which method you use We use the example here to allow you to see how Advanced Formula Builder works so that you can create more complex examples later Insert or c
76. T LESAGE SMARTQ_ User Guide 5 2 SmartQ User Guide Version 5 2 5 2 89 This documentation and the associated software are the property of TeleSage Inc Information in this document is subject to change without notice Companies names and dates used in examples herein are fictitious unless otherwise noted No part of this document may be reproduced or transmitted in any form or by any means electronic or mechanical for any purpose without the express written permission of TeleSage Inc TeleSage cannot be held accountable for data that is lost for any reason including system failure Use of this software is restricted by the terms of the license agreement between the parties The license is limited to use on one designated computer and a specified number of telephone lines Copyright 1998 2011 TeleSage Inc All rights reserved TeleSage SmartQ and SmartSend are all trademarks of TeleSage Inc Other brand and product names used herein are trademarks of their respective owners TeleSage Inc Chapel Hill North Carolina USA Table of Contents Preface 1 Getting Started 3 Whatis Smart iii LA 3 SmartQ Product Levels and Optional Features ccccceceeeeeeeeeeeeeeeeeeeeeaeeeeeeeeeaaeesneeeesees 3 System AN 3 Voice Board and Drive rs TEE nan 3 Software e rem NEC Installing Your Dialogic Voice Board eeeeeeeeeeenenenne nennen nnne nnn 3 QUICK Tip A sade raa waaa a KAKAA eE
77. a gi EGO speed quality service TIP How to build the formula speed quality and service are under Response Exists e is a Math Operator When you are finished using Advanced Formula Builder click Save Click OK in the Formula Builder window to close it Insert or create a new item called satisfaction calc2 9 Select Select Item Type gt Calculate 10 On the B Responding tab click the Formula Builder button The Formula Builder window will appear 11 Click the Advanced button 12 Build the formula OND speed Squality service satisfaction calc TIP How to build the formula e speed quality service and satisfaction calc are under Response Value e and are Math Operators 13 When you are finished using Advanced Formula Builder click Save 14 Click OK in the Formula Builder window to close it SmartQ 5 2 Manual 72 Advanced Topics Formula Builder Call Information Call Information includes statistics on the call such as the port the call came in on the time and date ofthe call or the amount of time spent on a survey The pull down menu shows the friendly version of what will appear in the actual formula Call Information Date of Call Time of Call Lead Survey Name Lead Survey Duration Response Survey Name Response Survey Duration Friendly Name listed in pull Item Name as it will appear in down menu formula Port Phone line CALLPORT
78. a ES Sa aKa aaay Eiana Wene aaan tsi 3 E A E E A T 3 SOTIMALE 3 Dialogic Configuration Manager ssssieeeessseiieseeeseseeene eee tnn nenne nint nnn tn annt sss tn asas nnns sss satin sss tn snas snas nsns 3 Installing Sr iartQ A eui e rn eee ded eee 3 Eauriching SmartQ 1 a 3 SMartQ Welcome Screen meer MR 3 How SmartQ Works coi E em eR IMs core EAR levied Ada e aa ian 3 AU nr Elder Erea 3 1 Port Settings eee oeste a ii A vanced eer p e eed ec nea esp IDEA ew edis 3 2 Telephone HardWate iier CA 3 ASE EET 3 4 Qutbound CalliPFOQgEG8S S careo a Pare NR ra e doo TRALI SC Se ICONOS IIA IIA Tee Due sepe erts 3 LIE Ke Trek anainte 3 Caller ID ANI 3 Information from Caller ID ANI EN Hard DISK a A NAO 3 Survey Design Creating New Surveys and Items 13 OVO TVS Wonder cete deca A LUE LL ME A 13 The Five Basic Steps of Survey Designing eese nnne nnne nnns 13 A A Een 13 Step 2 Select System Ix iaasa 13 Step SiSe lS Ct Ite Ti 5 onte o iren cine ON 13 Step 4 Select item Type 5 neret tnter nene rr etae one eo rea ine FER eae rero P are detiene io Pra vue aae Yr ERR ga uen reus 13 Step 5 Construct Item Greating Survey le WS ici cia Editing
79. al pattern the salutation When establishing the cadence of the ring signal it can detect rising tri tone operator intercept and busy signals The length of the salutation generally indicates if a person or an automated answering service has answered the call The assumption is that ifa person answers he or she will say just a few words before waiting for a response while a machine will deliver a much longer greeting If you are using the Advanced Dialer the variable DIAL RESULT CODE will contain the call result which can be examined in the code you write for Update queries see Chapter 22 Licensed Dialer Features If you have a license for the Advanced Dialer the Advanced Dialer button will be enabled See Chapter 22 for information about the Advanced Dialer 108 The Standard Dialer Creating a Job The Standard Dialer Creating a Job Overview This chapter will help you to set up a dialer job in the Standard Dialer For each job the Standard Dialer dials a set of phone numbers When a live person answers the designated SmartQ survey will begin The survey logic will continue as you have set it up in SmartQ See the survey design chapters for instructions on setting up your survey The Five Basic Steps of Job Designing Click on the Define Jobs button The Dialer Jobs screen will appear Here you will see the five basic steps of designing a job 1 Select Job Create delete or modify a dialer job 2 Selec
80. alidation window C List of Valid Choices 2 Enter 13 into the Start text box This means that the validation will begin on digit 13 3 Enter 1 into the Length text box This means that a one digit long segment will be validated 4 Enter 1 3 7 into the Allowed Values text box This means that Start Length Allowed Values digits 1 2 3 and 7 will all be valid selections Do not use any spaces m m pa __Add 5 Clickthe Add button to include this validation into your survey These steps will ensure that your survey will accept only those four digits that you specified for digit number 13 Imagine that you are creating a survey for which only telephone prefixes of 448 456 and 338 were allowed as in 919 448 1111 You could set up segment validation for the valid set oftelephone numbers with these prefix codes by entering a Start value of 4 and a Length value of3 Then enter the three Allowed Values This would help to minimize mistakes in ten digit telephone numbers entered by the user Setting Up Query Alphanumeric If you select Query Alphanumeric as your choice for 4 Select Item Type on the Survey Design screen the user will be able to enter letters as wellas numeric digits The controls on the Responding tab will change to allow you to supply the appropriate parameters to validate the input SmartQ comes preprogrammed with a system prompt that explains how to enter letters that will be played for the c
81. aller automatically It also has additional prompts to guide callers who are experiencing difficulties with this style ofentry 1 First on the Recording tab record your A Recording B Responding C Routing question with an option to press for ee VALID RESPONSE LENGTH READ BACK TO CALLER il erp ae ided Minimum Number of Characters 1 Don t Confirm c alp aUe e ry Callers e guide pem Ya e n n Confum Input Cc by your instructions to make answer entry Read As simple Sample instructions you might QUESTION TIMING ns 5 want to record are included in the examples Allow response during question 7 mey that follow Time allowed for B an E response seconds low fuzzy match 2 Ifyou wish to restrict what entries you will me Eee borea om accept check the Reject Invalid Response Maximum number of ties 5 boxunder the Validate Response heading question cycles 3 Click the List button to enter the values VALIDATE RESPONSE you will accept Click OK when you have rama a a finished listing acceptable responses As ts with numeric entries any entry not on the las r list will prompt the systemto ask the caller to enter the response again 4 Setup the rest ofthe Responding tab as you would any response The Special Touchtones are not available when alphanumeric entry is activated since they are needed to backspace and enter the alphanumeric string TIP If the caller pauses for more than 3 seconds when enterin
82. aller responses Mi quickly and simply by Busld pour own formula selecting the Sum of Seletan checkout responses option You can use this function to add response scores at any point in your survey at the end C Single Rem Sum of responses 6 clean land 7 checkout C Count of responses Advanced Cancel If you are only adding together two values you should choose the two values fromthe first and last pull down menus and then choose and from the middle menu If you have a continuous range of menu items you d like to sum such as responses 4 through 7 you can select the first and last items from the menu and then choose through from the middle menu Example You want to sumtwo items named clean and checkout 1 Insert or create a new item called positives 2 Select Select Item Type gt Calculate 3 On the B Responding tab press the Formula Builder button The Formula Builder window will appear SmartQ 5 2 Manual 68 Advanced Topics Formula Builder Check Sum of responses Choose clean fromthe first pull down menu Choose and fromthe second pull down menu Choose checkout from the third pull down menu Click OK Click on the C Routing tab to route the responses to the correct places O 0 9 A 2 Count of Responses The Count of Responses option on the Formula Builder window works similarly to the Sum of Responses option except that it counts the number of items that were ans
83. ally a problem with the phone line or voice board SmartQ 5 2 Manual 118 The Standard Dialer Data Management The Standard Dialer Data Management Overview The phone database that the Standard Dialer uses to store phone numbers and the results of call attempts is independent of the survey database that SmartQ uses to store survey responses To manage your survey database see Chapter 8 Data Management When dialing the Standard Dialer looks in the Phone database at the Phone table you selected on the Dialer Jobs screen The Phone table has a field that contains phone numbers and has an unpopulated field in which the Standard Dialer records information about the dial attempt It will dial each phone number whose corresponding Results field is empty You can manipulate the contents of your Phone database by importing data or resetting some results You can also export data if you need to transfer it to another location Importing Data Instead of entering a list of phone numbers by hand you may want to import your phone numbers directly Delabore C vromampataXToleS age INEM mab 7 asus into your Phone database Using the Standard Dialer Table Fiontair rz you can import data froma text file to a table in your Backup Cycles p gt database Fromthe Dialer Jobs screen or the Set Job E Quotas screen click the Import Export button This will seient a A open the Database Import Export dialog Tent File C ProgamD ata T
84. ample queries at the end ofthis chapter Advanced Dialer Variables The Advanced Dialer sets the values of several variables during the process of executing a call and the GetCalls query You can refer to these variables in your Update query all variable names must be enclosed by curly brackets such as STATUS INITIAL Variable Explanation STATUS INITIAL Initial status ofthe call when it was retrieved fromthe database STATUS FINAL Final status of call calculated by SmartQ after the call is SmartQ 5 2 Manual 125 completed DIAL_RESULT_CODE Two digit dial result code see Chapter 19 for values and explanations DIAL RESULT STRING Result string description ofthe call disposition ERROR MESSAGE A description of any resulting error PHONE NUMBER The phone number that was dialed UNIQUE ID The unique ID used by SmartQ to identify this call attempt Compiling Your Results You may want to link information in the dialer database with responses made by the people you called The Standard Dialer uses a different table for storing information than SmartQ uses for survey responses If you want to access the data created or used by it you will need to create a bridges between the two databases Here are two strategies to accomplish this Strategy 1 Passing all data to the SmartQ Response table Pass all the data you will need fromthe Standard Dialer database into the Response database by creating a SmartQ item for each needed fie
85. an purchase for SmartQ which add further functionality These packages are covered in later sections of this manual and include Standard Dialer is an ideal solution for batch call out jobs with set lists of phone numbers dialing times and conditions Advanced Dialer allows for more complexand flexible call out jobs that need to calculate phone numbers dialing times or conditions dynamically If you are interested in these additional features contact TeleSage for pricing options and installation instructions SmartQ Product Levels and Optional Features SmartQ can be purchased in two different configurations Professional the standard level of operation and Custom a level which allows you to customize special features Text in this manual containing the words Custom only indicates functionality which is only to be found in the Custom level of SmartQ SmartQ also has several optional features that can be purchased to enhance its functionality The names ofthese features will appear in square brackets in this manual to indicate when the text is referring to these additional features such as Standard Dialer alternatively the section of text may just be labeled with the word Optional SmartQ 5 2 Manual System Requirements Computer 100 IBM compatible PC Operating Systems Windows NT 4 SP5 or greater Windows 2000 Windows 2003 Windows XP or Windows 7 Mouse Point and Click device required Drive CD ROM
86. and time interrupting all active jobs You will need to select a date and time from the pull down menus Start At or After Begin the job at the specified date and time and as soon as the ports are available but do not interrupt any Select Start Priority 1 Stat Now 2 Stast Next 3 Start at pre empt any curren tly running job Date February 06 x Time 11 00 AM E C 4 Stat February 06 urrent job to finish Date February 07 Time 11 00 AM gt 7 Al E Recurring A Hays total 12 OK Cancel O Add Dial Job X Select Job Select Ports Job Name Rental Reminder x 1 v2 v3 v4 job You will need to select a date and time fromthe pull down menus 4 Select the port s the Standard Dialer will use for your job 5 When you are finished click OK Removing a Job 1 On the Dialer Job Schedule screen select the job you wish to remove by clicking on its ID number 2 Click Remove This will not delete the job it will remove the job from the schedule SmartQ 5 2 Manual 114 The Standard Dialer Scheduling Stopping or Pausing an Active Job 1 When a job is active the Stop Active Job button will become visible Clicking the red D stop sign will stop the active dialer job 2 You may want to pause an active job You can pause jobs in SmartQ by clicking the Stop Stop Active Job Calls button on the main left hand menu To restart the job click the Start Calls button Restarting a
87. as a phone line plugged into it TIP When recording prompts the sound quality is often improved if you hold the receiver an inch away from your mouth Make the room as quiet as possible turn off buzzing lights put a blanket over noisy computers etc to cut down the ambient noise 5 Inthe next dialog boxthat appears enter the telephone number ofthe telephone that you are using for the recording session We recommend that you choose one that is near your computer so you can operate it and read the prompts easily After you enter the telephone number click OK 6 SmartQ will call your telephone When the telephone rings pick up the handset and say Hello You are now ready to begin recording voice prompts If the Record button does not change from grayed out to active make a sound such as blowing on the receiver whistling etc to activate the microphone 7 Click the Record button The button will change into a red stop sign when the computer begins recording 8 Speakthe prompt into the phone When you are finished click the Stop button 9 Atthis point you can switch to another prompt and record it You can also click the Play button to hear the prompt you have recorded 10 If you are unsatisfied with your prompt click Erase to delete it 11 Click the Hang Up button in the left hand column of buttons to end the recording session Replace the telephone handset Erase You may want to reuse prompts that you
88. ay be listed last and not prefaced with Microsoft Select SQL Server and click Next Click Finish Enter a short name optionally a description and choose your server Click Next Select your authentication method and click Next Click Change the default database to and then select which database should be used On the next screen accept the defaults unless you have reason to change themand click Finish OPNOAAWN A summary screen will appear Click Test Data Source to verify that the connection can be made and authentication works properly 9 Click OK until the wizard exits Once you have created the connection string SmartQ will connect to your database and populate the Table dropdown list Select your desired destination table for export Click Map Fields The resulting screen lets you pair up each SmartQ itemto a destination field in your database table You are not required to export every survey item The ODBC auto export function is set up on a per survey basis so each survey can write to a different table SmartQ writes the data when the call has ended Some database systems such as Oracle do not allow brackets around field names in a SQL statement while others Access and SQL Server require brackets ifthe field or table name contains spaces or is a reserved word The checkbox Bracket table and field names in SQL lets you choose the appropriate setting eQ eQ is TeleSage s web survey product It uses a
89. ber is required One second takes 8000 bytes IMPORTANT This is a system wide setting which means that every survey in SmartQ will be bound by this setting SmartQ 5 2 Manual 95 Advanced Topics Multiple Lead Surveys Custom only Overview The use of multiple lead surveys is an advanced feature that is only needed when you have several completely independent multi survey projects running concurrently Routing among several surveys is a standard feature of SmartQ and does not require this option In a typical SmartQ usage scenario you create a lead survey which asks questions that you want all callers to answer such as ID number or location You can then use that value to route among one or more response surveys TIP When data for a response survey is saved the answers to the lead survey are saved in the same record in the database Calculation items in a response survey may refer to items in the lead survey Automatic testing and configuration of the Microsoft Access database will ensure that fields for the proper lead survey are included in the table for the response survey Example Let s say that you have a project with a lead survey that asks for a Customer ID number and a survey choice It then routes the caller to one ofthree response surveys Your supervisor hears about how well the IVR survey is going and asks you to do another survey completely unrelated to the first one You could extend your lead survey adding addit
90. ch of our 1 store locations you visit most 2 often For our Rose Hill location press 1 For our Lakeside location press 2 For our Downtown location press 3 For the next few questions consider all of your visits to Wholesome Groceries during the last 6 months Please choose from the following responses If your answer is Yes Always press 1 Yes Often press 2 Yes Sometimes press 3 No never press 4 At any time you may press the following To Go Back to the Previous Question press To Repeat the Current Question press 0 To Skip to the Next Question press Was the store clean WD For always press 1 For often press 2 For sometimes press 3 For never press 4 Routing all responses routed to Next all responses routed to Next 138 Sample Surveys Question Did you find the items you were looking for Repeat Instructio ns Query Question Please indicate the category of item you had the most difficulty finding in our store For Produce press 1 For Meat and Seafood press 2 For Bakery and Deli press 3 For Other press 4 Query Question Was the checkout line efficient For always press 1 2 o checkout Repeat Instructio ns Query Question Was the service friendly and courteous Repeat Instructio Calculat e Query Intro We recently created a new super
91. d enter the text for your prompts into the Script textbox The Script textboxis provided for your convenience SmartQ does not interpret or act upon the text e Prompt types are listed in the order in which they are played to the caller The arrows between prompts also indicate this sequence Only those prompts that have been recorded will be played e Descriptions of each prompt type are given to remind you of their functions e Click on the radio button to the left of each prompt to switch to it and work on it e SmartQ will check the Script checkbox to the right of each prompt once text has been typed into the box SmartQ will check the File checkboxafter a prompt has been recorded Introduce If you have an introduction that explains the item type the text in the script boxon the right side ofthe screen and record the prompt using the instructions on recording prompts later in this chapter The introduction is played only once to the caller Inform The Inform prompts can be used to create information for the caller programmatically See section about the Formula Builder in this manual The Inform prompts are played only once to the caller Question To record a Question prompt type the text in the Script boxon the right side ofthe screen and record the prompt using the instructions on recording prompts later in this chapter Question prompts will be repeated to the caller if they enter an invalid response or if they wait too long to
92. der most often Builder under Inform Data Formula Builder If you choose Calculate as your item type you will use Formula Builder to recall or score your data If you use the Inform Prompt to read back data to a caller you may calculate information using Formula If you use Retrieve as your item type you can route callers according to data from previous surveys using Many advanced features of SmartQ rely upon the Formula Builder to make calculations dynamically Calculate If Calculate is highlighted under Select Item Type you will find a Formula Builder button on the B Responding tab Useful applications include e Score calculations either for immediate storage or for further branching based on scores e Route callers during a survey based on a previous answer in the same survey SmartQ 5 2 Manual ee aaa Magha S Gombert Hews cheist A A Fermdue emavteg C Hevtns Paez English female iei Suv Catcweten Foresta Losada Hektor Sip hon Y Jasmia seit is T Foerste Putter Tort Men u Pra I bed Mowe wr uwp ea Mam Dele Copy ete Agthr Mow 66 Advanced Topics Formula Builder Inform Data Calculations You will find a Formula Builder button on the A Recording tab when Inform is selected as a prompt SmartQ can read any Inform calculations back to the caller using the Inform Prompt Useful applications include e Score calculations to read back to the ca
93. do not wish to see this screen each time you use SmartQ check the boxnext to Don t show this screen again The guide is provided below to familiarize you with the different functions of the SmartQ screens at any time Current Activity Monitor current calls call volume and call length of your ongoing telephone surveys and the SmartQ 5 2 Manual Getting Started number of ports in use Survey Design Create new surveys and edit existing surveys Data View survey results and manipulate or send your collected data Dialer Schedule dialer jobs to administer your surveys automatically Print Print the current screen to your default printer Connect Connect to your phone for recording and playing back prompts Start Calls Start or stop the lines fromautomatically administering surveys Exit Exit the systemand stop administering your survey How SmartQ Works 1 A caller makes a call to the phone connected to your PC 2 SmartQ your automated survey system answers the call 3 A survey you created with SmartQ will answer the call This survey may contain all the questions you wish to ask However this survey may simply gather information that will route the caller to one of many different surveys you created with SmartQ For example the system can prompt the caller to enter one or more identification numbers such as a survey ID personal identification number PIN or a provider ID If you are running multip
94. drive required for installation unless downloaded fromthe internet Display VGA monitor and adapter minimum 1024 x 768 resolution Bus One free PCI or PCI Express slot per four telephone lines or per T 1 span Voice Board Dialogic PCI or PCI Express board Telephone At least one standard telephone Telephone Lines One ordinary analog line per Dialogic port or one T 1 line per Dialogic board Memory Requirements The memory required depends not on the number of surveys but the number of ports used You should have a minimum of 256 megabytes as a base requirement plus 256 megabytes if you are using the dialer plus 256 megabytes for every T1 containing 24 lines For example an in bound only system one that only receives calls and does not call out containing 8 ports should require a minimum of only 256 megabytes Hard Disk Requirements One gigabyte of available hard disk storage should be sufficient for most purposes even with several dozen surveys Storage requirements for surveys that use touch tone responses is minimal generally about IK per survey Open end responses consume more space usually about a megabyte every two minutes Voice Board and Drivers Set up your phone lines and your voice board first Instructions for setting these up should be included with the voice board you purchased SmartQ specific instructions begin on the next page in this manual The voice board and drivers must be
95. driver package version 6 0 Install the Dialogic Service Pack 1 If your Dialogic board is a U board such as the D 4PCI U then install the PCIU patch Install TeleSage SmartQ If you do not have it you can download it fromwww telesage com latest Use UserID telesage password customer eor nes c am 9 Download the update for SmartQ as well fromthe same web location as the full install but do not run it yet 10 Put this computer on the same network as computer A 11 Call TeleSage at 919 942 8849 and acquire a key code for the unique Product ID and PCID of this computer A To find the PCID start SmartQ In the dialog boxes choose Full Capacity and Purchased Software Package successively B The nex window will display the PCID and request the ProductID and KeyCode C Very important Write the ProductID down and put it in a safe place THIS WILL BEOVERWRITTEN when files are copied from Computer A Step 2 Shut down computers and move the voice board 12 Stop SmartQ on both computers by clicking Exit Wait forany calls on A to complete 13 Shut down both computers and be sure they are powered off and unplugged 14 Unplug the phone lines from the Dialogic board s on computer A and leave unplugged SmartQ 5 2 Manual 146 Transferring SmartQ to Another Computer 15 Move the Dialogic board s to computer B Do not yet plug in the phone lines Step 3 Verify voice board installation on computer B 16 Plug in and sta
96. ds to your lead survey after you have already created a response survey you must test the survey to ensure that the new fields will be associated with your response survey IMPORTANT You should test your surveys as you work so that all the settings are correct and call data has the correct destination field You can either set up auto testing recommended or manually run testing as you work Auto Test Reminders 1 Onthe Survey Design screen verify that Remind me to Auto Test Surveys is checked under the Preferences pull down menu it is checked by default 2 Asmalltest boxwill pop up when you exit the Survey Design screen to the Data or Current Activity Screen orif you switch to another survey SmartQ will ask Test this survey now Click Yes 3 SmartQ will ensure that the survey s settings are complete and consistent with each other such as verifying that the survey has no extra settings and checking that all required itemsettings have been completed It also checks that there is a database configured for the survey and that all items have field names in the database A log detailing any problems will appear at the end ofthe test SmartQ 5 2 Manual 44 Saving and Testing If you wish to turn this feature off and test your surveys manually without prompting not recommended use the Preferences pull down menu at the top of the Survey Designer window to deactivate the Remind me to Auto Test Surveys feature Manual Testing
97. e gt Query Digits 15 Under 5 Construct Item repair click the Recording tab 16 Click the Question Prompt Enter Please enter the number of times you have had the car serviced or repaired since you purchased it into the Script box Create Third Survey Item 17 In the 3 Select Item box click on 3 18 Enter accident and click OK 19 Select 4 Select Item Type gt Query Digits 20 Under 5 Construct Item accident click the Recording tab 21 Click the Question Prompt Enter Has your car been in any accidents since you purchased it Press 1 for yes Press 2 for no into the Script box Record Survey Prompts 22 Click Connect in the left hand column of buttons on the SmartQ screen 23 SmartQ will ask You are not currently connected Do you want the system to dial your phone Click Yes 24 In the next box you will see Enter your phone number Enter the telephone number ofthe telephone that you are using for the recording session This can be any telephone but must be a telephone that is located near the computer where you are working Click OK 25 SmartQ will call your telephone When the telephone rings answer it You are now ready to begin recording voice prompts 26 Click on 1 happy under Select Item and click on the Introduce prompt on the Recording tab boxso you can easily read it ord File Erase recording prompts for the first Item Next switch to the second Item 2
98. e CD ROM labeled SmartQ Install into the CD ROM drive 2 From the Windows desktop select Start gt Explore 3 In Windows Explorer double click the CD ROM drive Default D 4 Double click the TeleSage SmartQ folder and then double click the blue Setup icon 5 Follow the Setup Wizard instructions for installing the files 6 On the Setup Complete window select Yes I want to restart my computer now Click Finish Launching SmartQ Fromthe Windows desktop select Start gt All Programs gt SmartQ gt SmartQ in Windows 7 or Start gt Programs gt SmartQ gt SmartQ in Windows XP SmartQ Welcome Screen The first time you open SmartQ the SmartQ Welcome screen will appear highlighting the different screens you can access within SmartQ The column of buttons on the left will remain visible while you use SmartQ so you can easily switch screens when you need to Monitor current calls call volume and call length of your Qami Adi ongoing telephone surveys and the number of ports in use Create new surveys and edit axistre surveys View Survey resulls and manipulate or Send your collected data Create and run outbound Dialer jobs 7 Daw thaw fua inasa agais gt Print tho current scroon to your detault printer Connect lo your phone for recording and playing back prompts Start or stop the lines from automatically administering surveys Exit the system and stop administering your survey If you
99. e as pressing the Next button e Shift Return moves to the previous record same as pressing the Previous button Listen to Open End Responses Telephone Play back You can also listen to open end responses stored by SmartQ from any touchtone telephone After you have set up lead and response surveys for callers you can add the capability to listen to the open end responses In a typical survey design a lead survey collects information about the caller and routes them to the appropriate response survey where they will answer survey questions For example in this diagram the lead survey prompts callers to enter site IDs Callers are then routed to the appropriate survey based on their answer The lead survey can also be used to allow call managers access to a hidden menu that lets them hear and organize their messages For example you might set up a survey structure similar to the example below SmartQ 5 2 Manual 91 Response Survey RetrieveF eedback Enter Password Retneval Open end responses Delivers Open end responses Response Survey Site01 Questions for survey Response Survey Site02 Questions for survey To accomplish this set the site ID item on your lead survey to also accept an input 99 in this example that will route to the retrieval item but do not record in the prompt that the option to hear open end responses exists You can safely distribute a number that will not be entered by a survey taker like 9
100. e call To prevent this the dialer must wait a few moments after finishing one call before beginning the next It is set to 1 8 seconds by default which should be adequate in normal situations Use MF dialing should be checked if the MF frequencies are used for touchtones rather than the traditional DTMF frequencies Enclose dialstring with and should only be checked if your T 1 carrier requires the touchtone sequence to begin with a tone and end in a tone for example 8881231234 gets transformed as 8881231234 Caller ID ANI Caller ID or ANI must be ordered through the phone company in order to be enabled on your phone line Most voiceboards that fit in a PCI slot support Caller ID including the D 4PCI boards D 4PCI D 4PCI U D 4PCI UF D 4PCI US and JCT boards D 41JCT LS Please contact technical support or visit www dialogic com for information on the features of particular voiceboards The phone company sends the Caller ID information between the first and second ring You must set Rings Before Answering to 2 to receive Caller ID information Any Caller ID information collected is stored in a built in field called CALLERID and can be used for calculations retrieval or simply additional information about the call stored in the database Information from Caller ID ANI Caller ID will deliver the following information provided the phone company sends it Date Time Caller s phone
101. e condition and have it route to the Email item or not accordingly To control who receives the e mail perform a database lookup in a Custom item and refer to this value as a formula in the To or CC field The To and CC fields can include more than one recipient if separated by semicolons just like any email program The From To Subject Attachments and Message fields may all contain SmartQ formulas i e values that are calculated live during the survey To send multiple attachments in an email make sure to include the full path and separate each path with a semicolon or comma Email can be customized to your needs and is yet another excellent way to manage important survey data SmartQ 5 2 Manual 37 Survey Design Basic Tutorial Overview Large surveys are often broken into two smaller survey types a lead survey and multiple response surveys This chapter will introduce you to survey design with a very simple survey If you create a survey more complex than this example you should keep the lead and response organization in mind Scenario You own a used car dealership and your primary expense is repairing cars before you sell them You are interested to see whether people who purchased used cars from your dealership during the past year are happy with their cars and whether those who are unhappy have had maintenance difficulties with their cars You also need to screen out maintenance problems that are due to accidents
102. e directory as SmartQ in a standard installation this directory will typically be C ProgramData TeleSage Ivr for Windows 7orC Program Files TeleSage for Windows XP 4 On the Dialer Jobs screen make a selection fromthe Database pull down menu 5 After you have selected your database the tables and queries your database contains will appear in the Table or Query pull down menu Select the table or a query that contains your set ofphone numbers Importing data and building a query are discussed in Chapters 5 and 6 6 After you have selected your table or query the fields that the table contains will appear in the Phone Field and Result Field pull down menus For the Phone Field select the field that contains the phone numbers to be dialed For the Result Field select the field reserved for the Standard Dialer to report the result ofeach dial attempt TIP In the database the phone field should be populated with phone numbers and the result field should be blank so that the Standard Dialer can write information about the dial attempt If the result field is not blank it will not call the corresponding number in the phone field Step 3 Set Job Schedule This feature allows you to choose when the Standard Dialer will make calls Use the checkboxes to select which days of the week calls will be made Use the pull down menus to set the range of hours calls will be made TIP If your database contains phone numbers from across the count
103. e field names from the Fields to Output list click the Clear button 6 Select a Separator between data such as a comma tab pipe or none from the pull down menu Each data value will be separated by this character in the output file This is necessary if you plan to import the file into a database TIP If you wish to select multiple fields hold down the Control key and click on each field you want until you are finished Click the right arrow to move them to the Fields to Output list If you wish to select consecutive multiple fields hold down the Shift key while you click the first and last fields of the group Click the right arrow to move them to the Fields to Output list 7 Ifyou check the Include field names as the first line of output checkbox the first line of the output file will contain the names of the fields The actual data will begin on the second line of the file 8 Ifyou check the Export open end IDs checkbox the numeric IDs of any open ended responses will be exported to the data file 9 Ifyou check the Export open end transcriptions checkbox values entered by the user will be exported to the data file 10 When you are ready click the Export button to name the data set and specify where the data should be saved 11 To view a list of all activities in the Export Data window click the View Log button 12 Click Close to close the Export Data window and return to the Data Screen Save and Load Settings If
104. e name and location to another le txt Formulas can be evaluated but the right side must be enclosed in parenthesis because of precedence Piles C MyFiles amp DocID amp txt COPYFILE C E amp FaxNum txt Time Grass Use to subtract a date froma date 11 14 20 ve See to find an integer Enter a number 11 71 2002 or Item first then the operator then the date or Itemyou wish to Result 1 subtract External Invokes a function in an external Syntax DLLName ClassName Operators Visual Basic COM dll that you DLL MyFunctionName Customonly create Returns the value that your FUNCTION params RUN function retums To see sample Visual Basic code choose Show sample code fromthe pulldown Example box MyD11 MyIVRClass DLL CustomerPasswordForID 80 Advanced Topics Formula Builder FINDINLIST FLOOR FORMAT IF THEN ELSE ENDIF Conditional classifier SmartQ 5 2 Manual Text Operator Math Operator Text Operator Logic Operator Returns the position a string occurs within a comma delimited list Returns 0 ifthe string is not contained in the list or if the search string or list are blank Rounds down a floating point number to the nearest integer Place FLOOR after a floating point number Used to convert a string to a format you specify All Visual Basic string formats are supported
105. e the Reject Invalid Response boxunchecked in order to accept all responses On the Routing tab route all answers to the next question or divide up names to route to different questions or surveys as you wish Example 2 You wish to have callers enter their email addresses Record a prompt on the Recording tab that says Please enter your email address The letters Q Z and the at symbolare on the 1 key For more instructions press the pound key On the Responding tab fill in the maximum and minimum text lengths you expect perhaps allow 1 to 30 characters for email addresses On the Routing tab route the answers as you wish SmartQ 5 2 Manual 27 Read Back to Caller SmartQ can read input back to the caller reducing the possibility of READ BACK TO CALLER inadvertent entries The four settings are Don t Confirm e Don t Confirm Default Confirm Input o e Confirm Input SmartQ will ask if the input was correct and give the ASES caller an opportunity to change if desired Characters zl e Read As SmartQ can read the caller s entry as a sequence a number a Confirm Meaning date an ordinal or an amount of money Confirm Meaning SmartQ will use a customized voice file in response lv to user input SPECIAL TOUCHTONES optional Return to Previous Item Repeat Current Item Skip to Next Item Pause Survey E EENE Help This chart explains how SmartQ reads the values in your database g depending on your s
106. e to answer further survey questions Once callers answer these few key questions they are routed to a response survey to answer the questions for which you are collecting your primary data The process for setting up lead and response surveys is exactly the same The only difference is their function It is not mandatory that you design your surveys in this manner especially if you have a very short set of questions However the lead survey with response surveys method will prove the most straightforward to design and maintain and we strongly recommend it SmartQ s Survey Designer allows you to route callers to as many response surveys as you would like For example you might create a survey fora large chain oftheaters that routes callers to different surveys depending on whether they want to find out what movies are currently showing to buy a ticket or to find out what movies are scheduled for the future Before you begin creating your surveys in SmartQ we suggest that you outline a version of your main lead survey and then decide how it will route callers to your various response surveys Once you have a lead survey you should create your response surveys Lead Survey Please enter your zip code To find out what s playing now press 1 To buy tickets press 2 To find out what s coming in the future press 3 Caller Presses 1 Caller Presses2 Caller P resses 3 Response Survey Listen to future releases Response Survey Res
107. eate and edit new surveys without any effect on the calls already in progress Your new surveys don t become live until you set a port or DNIS to route to them 2 The simplest way to route callers to the appropriate project is to designate certain lines to certain projects For example you assign ports through 5 to a product order survey and ports 6 through 8 to a customer satisfaction survey You will designate which line goes to which survey fromthe multiple lead surveys screen 3 Ifyou have a T 1 or DID line you will probably have DNIS or DID information coming into SmartQ Ifyou know the DNIS or DID numbers you can route to the appropriate lead survey using the DNIS or DID SmartQ 5 2 Manual 98 Organizing Surveys Organizing Surveys X Ray Views of Surveys SmartQ can create customized cross sectional or X Ray Views of your survey Some examples of the use of this feature include e Quick Quality Assurance Easily check all of your survey settings e Survey documentation Provide a snapshot of your survey for later reference e Recording script Create a printout suitable for a recording session by selecting only the item name and script Creating a New View To create a customized view of your survey Views enr Your Views Here 1 Go to the Survey Design screen R ADD EDIT 2 Select Views gt ADD EDIT 3 This causes the Edit Views window to appear To begin building your customized view click the New bu
108. ecause it automatically stops recording when there is silence This is useful for words that do not contain breaks in sound such as one or done If you do not use the Clip Recording option the recording may have white noise before and after the speech you recorded which sounds messy and takes up time Recording with this option enabled takes practice but the results sound much cleaner To use this method you will need to speak as soon as you press the Record button You can rerecord your prompts as many times as you wish The Clip Recording option should be turned off for words that have momentary breaks in sound such as words that contain the letters T K or X or any type of phrase This is because your natural pauses in speech sound of which you are probably not even conscious will automatically stop the recording before you are finished with your prompt Auto Advance The Auto Advance option is intended to save you the trouble of having to find and click each prompt when you are recording a number of prompts The Auto Advance option is made visible or invisible via the Preferences gt Enable Auto Advance menu command If Auto Advance is checked then each time you record a prompt and click Stop the next prompt in the System Voice will automatically be selected This allows you to record all ofthe prompts with the mouse in one place over the Record button and only needing to click Record and Stop SmartQ
109. ed som SmartQ 5 2 Manual colleg 134 Urn Randomization For For TT QUERY For For 12 Yes press 1 No press 2 04 Yes press 1 No press 2 AssignToGroup Invoke Counts Query here Doctor Has the subject seen a doctor in the last year otherwise press 2 13 SaveResult Invoke the Assignment query here 14 ShowResult INTRODUCEPROMPT1 Thank you The subject INTRODUCEDATAL Read Subject Id to caller INTRODUCEPROMPT2 has been assigned to group QUERY To hear this assignment again press 1 15 DoAnother QUERY Would you like to randomize another subject For Yes press 1 For No press 2 SmartQ 5 2 Manual 135 Sample Surveys Overview The materials in the manual are designed to help you understand how the sample surveys included with SmartQ were designed and scripted The method outlined here is the method we recommend for creating your own surveys 1 Define the questions you would like to ask 2 Organize the questions into logical groups should you create a lead survey for gathering basic information or routing to different surveys Should you create a response survey How many response surveys do you need branched from your lead survey Etc 3 Create a flow chart of questions and where their answers lead for each survey 4 Fillin the details using a blank script sheet You can copy the one provided in this manual and use it to create yo
110. een Create an item called MsgURL of type Calculate Go to the Responding tab and open the Formula Builder Enterthe formula http yourdomain IVRMessages amp MsgFileName NSS Se m DX IN Return to the Survey Design screen 9 Create an item called Comment of type Query Open End 10 Go to the Responding tab and select the Filename for Messages textbox 11 Enter the formula W inetpub wwwroot IVRMessages MsgFileName Relocating the messages mdb database You can also relocate the messages mdb database file which records the filenames timestamps and status of all open end responses To specify a new location for this file 1 Goto the Data screen by pressing the Data button in the left hand icon column 2 Select Data gt Multiple Chassis Open Ends 3 A file browser window will appear Use it to select the appropriate destination and press OK 4 Using Windows move the messages mdb file fromthe C ProgramData Telesage Ivr C Program Files Telesage in Windows XP directory to the location you selected in the step above SmartQ 5 2 Manual 31 C Routing 5 Cometas ihe checas A Recording B Flaipandeg C Sedes Wee hee HP Routing Screens I Routing tells SmartQ how to proceed when valid digits are entered If you have Minimum and Maximum Number of Digits set to 1 the default you only expect answers of 0 9 or Those options will automatically appear on the R
111. eleSage vi phone numbers tul Browse 1 Enter the name of your import file either by typing the pathname into the Text File field or by browsing to it using the Browse button on the right 2 Select the destination database either by selecting it from the Database pull down menu or browsing to it using the Browse button on the right 3 Select the destination table fromthe Table pull down menu 4 Backup cycles refers to the number of copies of the current database you want to create Select a number from the Backup Cycles pull down menu Set this to 0 if you don t need to view the data again 5 Click the Import button to import the data from the text file into your destination table and database This will not append the data it renames the existing database to a backup name and then creates a new database with only the records imported from the text file SmartQ 5 2 Manual 119 Resetting Results You may want to edit your Phone database to clear the Results Field for phone numbers that previously returned Busy No Answer Machine Answer or all results so that the Standard Dialer will call these phone numbers the next time you run the job You can do this fromthe Dialer Jobs screen e To clear the results field of Busy results click the Reset Busy Numbers button e To clear the results field of No Answer results click the Reset No Ans wers button e To clear the results field of Machine Answer results click the R
112. election on the Read As pull down menu Method Caller Enters SmartQ Reads Back Characters 123 One Two Three Number 123 One hundred twenty three Date MMDDYYYY 01232006 January twenty third two thousand and six Date Y YYYMMDD 20060123 January twenty third two thousand and six Date DDMMYYYY 23012006 January twenty third two thousand and six Date YYYYDDMM 20062301 January twenty third two thousand and six Date MMDDYY 012306 January twenty third two thousand and six Date DDMMYY 230106 January twenty third two thousand and six Date Y YMMDD 060123 January twenty third two thousand and six Date Y YDDMM 062301 January twenty third two thousand and six Date MMDD 0123 January twenty third Date DDMM 2301 January twenty third Date MM 01 January Date YYYY 1984 Nineteen eighty four Dollars 123 One hundred and twenty three dollars Dollars and Cents 1 45 with set to input as One dollar and forty five cents Ordinal 65 Sixty Fifth Time H HMM 1124 Eleven twenty four Duration HHMMSS 112433 Eleven hours twenty four minutes thirty three seconds Duration HHMM 1124 Eleven hours twenty four minutes Duration MMSS 1124 Eleven minutes twenty four seconds SmartQ 5 2 Manual 28 Survey Design Construct a Query Confirm Meaning Custom only Sometimes you might want to confirma caller s entry with a customized response With Confirm Input if the caller enters 123 they hear the system voice say You entered 123 Ifthis
113. er than the value fromthe current survey P is the signal for SmartQ to look for the value ofthe query in the most recent previous survey rather than the value fromthe current survey The prefix operators may be used in formulas constructed at any point in the survey after the retrieval has been performed If you retrieve something once that information can be used for all subsequent calculations in the survey The prefix operators can also be used to route the results of the Retrieve item Examples of both ofthese can be found under the section about Retrieve External Operators Advanced SmartQ has the ability to call functions in a registered COM External Operators y DLL This feature allows the SmartQ user to create specialty DLL functions typically created through Visual Basic FUNCTION customized for unique projects The syntaxis XXXX XXXXX DLL yyyy FUNCTION zzzzz RUN Where XXXX xxxx is the qualified name ofa class in the DLL yyy y is the name of the desired function and zzzzis the argument to be passed to the function If you hover your mouse over the External Operators menu the Tooltip associated with calling External Operators will display the command syntax The External Operator function would be useful in a situation where the user has an existing DLL component that is currently used with other software or in a situation that requires a tremendously complex calculation beyond the capacity ofthe Form
114. ervice provided by the phone company on certain types of lines where the phone number that was dialed is presented to the receiving equipment It is analogous to Caller ID The difference is that if you dial 1 800 555 1234 from home Caller ID would show your own phone number while DNIS would show 8005551234 Sometimes DNIS is set up to only present the last 5 digits ofthe phone number and sometimes you can order several numbers that all present the same virtual DNIS Hard Disk Space Check At the beginning ofevery call both inbound and outbound SmartQ checks how much space is available on the hard disk where it is installed If there is less than 10 megabytes available a system prompt will say I m sorry the system cannot take calls now because it is out of disk space Please try again later and then SmartQ will hang up SmartQ 5 2 Manual 12 Survey Design Creating New Surveys and Items Survey Design Creating New Surveys and Items Overview Lead surveys collect information about the caller and route themto the appropriate response survey where they will answer survey questions When clients call into your automated telephone survey system the lead survey will answer the call first Typically a caller s ID code zip code or other type of identifying information is collected at this time The lead survey can also be used to validate caller ID codes or to gather information that determines whether or not the caller is eligibl
115. eseaeessaseeseaeeneaeessaneeseeeenseeensaees 123 Example QU TES 000 M M 123 GetCalls Query Update Queries CleanUp Query Advanced Survey Settings 130 VET VIG Wisin nadie ita 130 SmartQ 5 2 Manual vi Survey s PECIFIC Settinig S scccstscccs sess cccessancescicesxsceenctvasscesasecnnazesessseusicctaacenesdsescuconsacesh raise 130 System Wide settings rite te errore eene orna a onec epa eae PE Eee ee aee Er dime esee re tob eae na Pre Eee eo ea ER a Ee uu p 130 Urn Randomization 132 I nichbmrEe up m 132 WdILcuhle ets 132 Randomization Database sssccisccssscscsscevesacssssvessevesencesssncavtvevecssessnsvenseresescesenstevettsvecnsssuerensaresenteverssercnrersererszers 132 Counts Query Assignment QUE Y iii e T 132 Multiple Studies or Ste ii qn da sa 132 Sample Randomizer Survey cereo cocinan eran ice eran ai corr nana reinas 132 Sample Surveys 136 OVSrVI W ir i A A cuca cue iv 136 Sample Survey 1 Customer SatisfactiON ooonncccononnnnnnnonnnnnnnonanennnnnnnnnnnnnnnrnnnnnnnnnnnnnnnnnnns 136 Back Ground PER 136 Sample Survey 2 Medical HisStOry cccccceeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeaeeeeeeeaeeeeeeeaaeeeessaeeeeeees 136 Back qe go Dpm 136 ES ART
116. eset Machine Answers button e To clear the results field of all results check the Reset all when done checkbox Exporting Data Table data Using the Standard Dialer you can export data fromthe tables in your database to a text file Fromthe Dialer Jobs screen or the Set Job Quotas screen click the Import Export button This will open the Database Import Export dialog box 1 Enter the name of your text file either by typing the path or browsing to it using the Browse button on the right 2 Select the database that contains the data you want to export either by selecting it from the pull down menu or browsing to it using the Browse button on the right 3 Select the table that contains the data you want to export from the pull down menu 4 Select the number of backup cycles fromthe pull down menu This is the number of copies of the current database you want to create as backups 5 Click the Export button to export the data Job results You may want to export your job results to a tab delimited text file From the Dialer Job Results screen click the Export button This will generate and open a text file with the name JobID NameOfJob UniqueTwoDigitNumber txt containing the results for the currently selected job SmartQ 5 2 Manual 120 The Standard Dialer Building a Query The Standard Dialer Building a Query Overview A Query is a database filter through which you can view modify and analyze data in different way
117. etrieval item you may only choose fromthe introduction and inform prompt options Query Digits Set up questions to collect numeric responses SmartQ collects callers responses and stores them in the database as a single digit or multi digit responses This is the most common item type where you set up a series of questions and answers Example Do you own any pets Press 1 for yes 2 for no or How many times have you visited our store in the last month Please enter the number of visits followed by the pound sign Query Alphanumeric Set up questions to collect caller responses in the form of numbers and letters together Example Please enter your last name using the letters marked on your telephone keypad or Please enter your five digit alphanumeric code now using the numbers and letters marked on your telephone keypad Continue pressing the key associated with the letter or number you wish to enter until you hear that letter then press the pound key e Query Open End Set up questions to collect long answer responses left in the form of messages the caller can record for you to hear later Example Please leave your comments after the tone When you are finished press any touchtone to end the recording e Group Group brings together a set of items This is particularly useful if you wish to randomize or rotate questions in your survey e Calculate Calculate using caller responses gathered during the survey You
118. etting up Retrieval of Data for Calculations 86 Overview of Retrieval iere e tare ee cada ran io 86 Retrieve Information from Previous Surveys eese nnne 86 Advanced EXIME deis 86 Retrieve and Calcula mee 86 Using Formula Builder within Retrieve ccccccsssccesseceeseeeeseeeeeeeeeesaeeessaeeeeeeesaasesaaeeeseeeesaeeesaaeeeseeeeseeseesaees 86 Advanced Topics Setting up Retrieval of Open End Responses 90 OVO MVIE n 90 Listen to Open End Responses Data Screen ooccconnccconccononenennccnnnnononennnnnnennnnnnnnernnnnrnanennnns 90 Listen to Open End Responses Telephone Play back eee 90 Set Up a Survey to Retrieve Open End Responses ooccooocccoccccnonncconcnnnnncnnnnnnnnnennnnncnnnarenanes 90 Make the Survey Available to Callers ceeeeeeeeeeennnnennnnem eene 90 What the Caller Will He arios 2 2 cora cei oan s conv Dea Eo eger due cocidas 90 Advanced e Adding Additional Criteria cccecccseccesseeeeseeeeeeeeeeeeeeeeeenseeeesaeeeeseeeesneeesaeseeeeeeneeseaeseeaaeeeeesesaeseseeeeeeeeneneeneaes Setting Up A Password to Retrieve Open End Responses Retrieving Responses from More than one Survey Avoiding Unwanted Recordings Custom only oooccnncconacacaniccnonnnoncnncnnancnnnnc canon cnnn rn nan c en tne
119. ey table Each response survey can write its data to only one table However multiple surveys may write to the same table You may wish to have multiple surveys write data to the same table if for example you have the same survey given in multiple languages Every itemin a survey is assigned its own unique field If you decide to change the database or table that your data writes to be sure to click the Test Nowbutton on the Survey Design screen This button causes SmartQ to check the database and create any missing fields Automatic Call Statistics All data in your database is organized into fields Each field has a field name Each itemname you created in Survey Designer will show up in your database as a field name Data collected as part of that item the answer to a query a calculation or a retrieval of information appears with the appropriate Field Name in the database SmartQ 5 2 Manual 52 Data Management Similarly call statistics such as time of call are automatically collected by SmartQ and have field names They are stored in your database table along with the responses to your survey items No configuration is required from you for them Field Friendly Definition Name Name CALLPORT CALLDATE CALLTIME LEADNAME LEADMINS RESPNAME RESPMINS Viewing Data Port phone line Date of call Time of call Lead Survey Name Lead Survey Duration Response Survey Name Response Survey Duration
120. f data that is most useful to your current application For example in an organization that uses IVR as one of several data collection methods data might need to be passed to a centralized SQL server SmartQ can be configured to save survey responses directly to a chosen table in the SQL server Similarly when XML output is needed SmartQ can define the exact format of the XML files and create an XML file when each survey is completed Using Auto Export 1 Fromthe Data screen select Data gt Auto Export 2 Select the survey that you would like to configure from the list on the left 3 Select which export type s to generate from the checkboxes in section 2 Select Exports To Use 4 Configure each export type under the appropriate tab SmartQ will continue to write to the Microsoft Access database regardless of how many exports are selected Each export operates independently so you can use more than one at a time SmartQ 5 2 Manual 103 Text File Enter a file path in the Destination Folder field files eile 2 skip ele can be on either a local or network drive and a file oe Car Survey m Vel r Opec Te XNL name in the Destination Filename field The file name 755 seii JB can be a fixed name such as exportdata txt or j 175 sandeninor Tet Fio joec en sl 1 s le Lew a formula used to calculate the name dynamically or ER NONSE If you check Field Names Include as First Line in pean te ee MONTH amp i DATE 7
121. functions you may need to refer to the TeleSage website www telesage com This user guide is set up to get you started on the basics then to move on to more advanced topics as you need them Section titles marked with Advanced indicate features that require advanced knowledge of software especially databases Throughout this user guide you may be presented with tips other important information in boxes with the labels TIP NOTE or IMPORTANT IMPORTANT You should read this The font and style of text assist you in understanding what is being referred to Items in SmartQ s graphical user interface are printed in bold in this manual such as the Survey Design screen or the Stop Calls button The first time that terms are defined they are shown in italics such as The lead survey is the survey which collects information about a caller Filenames directories URLs the values of variables and text from files are shown in the Courier font such as save the ivr ini file to The manual uses a shorthand notation to represent the selection of a menu or pull down list item by first indicating the name of the menu and then the itemon the menu In the case ofa hierarchical menu the entire path of the menu hierarchy is indicated For example File gt Save As represents pulling down the File menu and selecting the Save As menu option SmartQ 5 2 Manual Help within SmartQ Getting
122. g an answer SmartQ will begin to repeat what has been entered so far and prompt the caller to finish the entry Depending on the type of calls and SmartQ 5 2 Manual 26 Survey Design Construct a Query responses you expect to receive this may make the Confirm Input feature redundant 5 You can now move on to the Routing tab described later in this chapter to route the alphanumeric answers Alphanumeric Special Characters Special characters are available by pressing the 1 phone button The cycle includes Q Z 1 at symbol period space dash underscore tilde If you plan to request email addresses or other information that will require a special character make sure to include instructions on where to find the special symbols The special characters include TABLE 2 Special symbols symbol explanation at symbol period space dash underscore tilde Example 1 You wish to have callers enter the first three digits oftheir last name Record a prompt on the Recording tab that says Please enter the first three digits of your last name For instructions press the pound key On the Res ponding tab enter 3 as minimum and maximum text lengths If you expect a small set of people to call into your survey and you only want to accept answers from those people you would check the Reject Invalid Response boxand list the letter combinations you will accept In this case however it is likely that you would leav
123. g open end response filenames NOTE If an open end response filename ends in wav SmartQ will automatically convert the format from vox to wav as it is being recorded Example Let s say that your survey 01 Political Survey has an item called Q017 which records an open end response and that you want this to be saved as a wav file in the directory C OpenEnds with a unique sequential number followed by 017 When SmartQ reaches an open end response item it automatically creates a unique sequential number and populates the item with this number This number can then be used to create a unique filename 1 Go to the open end response item Q017 2 Select the Filename for Messages textbox 3 Enterthe formula C OpenEnds amp Q017 amp 017 wav Example Let s say that you wish for the user to leave a comment as an open end response whose filename will consist of the exact date and time ofthe call as well as the port number which was used for the call All files will be stored on the W drive in the inetpub wwwroot IVRMessages directory You also need to create a corresponding URL for the file which can be used to access it from your corporate intranet Create an item called MsgFileName of type Calculate Go to the Responding tab and open the Formula Builder Enterthe formula YEAR amp MONTH DATE amp HOUR amp MINUTE SECOND amp PORT wav Retum to the Survey Design scr
124. gt IF Y 2 THEN 3 ELSE 2 ENDIF Example Your callers enter a 10 digit code at the beginning of the survey as a response to an item named code This number breaks down into smaller parts the first 3 digits signify the county the next 3 signify the city and the last four digits signify the hospital 1234567890 county city hospital You are interested in isolating the city code for a later calculation The following calculations are set up so that ifa caller enters 1234567890 you can isolate 456 the city code The first part of the calculation isolates the leftmost six numbers 123456 The next part ofthe calculation takes the number from the first part and isolates the rightmost three numbers giving you your desired numbers 456 1 Insert or create a new item called code calc Select Select Item Type gt Calculate On the B Responding tab click the Formula Builder button The Formula Builder window will appear Click the Advanced button Build the formula code LEFT 6 RIGHT 3 ne prp TIP How to build the formula e code is under Response Value LEFT and RIGHT are Text Operators 6 and 3 are entered with the Text or Number box 6 When you are finished using Advanced Formula Builder click Save 7 Click OK in the Formula Builder window to close it TIP Other Text Operators See the Quick Reference Guide amp is another useful string operator It concatenates nu
125. he Result ofa call When a callis complete amp Use call Result as Final Status the dialer can refer to the transition table to determine how to update the status Pus Statue Trensii n Table field through an Update query described above j NOTE Not all applications require a transition table A simpler survey would take the callers entry and use that entry as the final Status of the call Thus if the caller enters a 2 on the Result question of the survey 2 will become the Status Your queries can use this Status to update the database Additional Advanced Dialer Information 4 Outbound Call Progress Live Person Max Hello Length n8 Detecting Live or Machine SmartQ decides whether a live person has answered the call by listening to the duration ofthe first sound afterthe ring is interrupted Ifthe sound is longer than 1 8 seconds it is deemed to be a machine Ifthe sound is shorter than 1 8 seconds then it is treated as a connection to a live person This setting can be altered by clicking on the Change button on the Current Activity screen Maximum queue duration By default if a callis not completed within 5 minutes of being placed on the dialout queue it is cancelled and removed fromthe dialout queue Ifthis happens no Update query is run for the cancelled call If the call is selected again by a GetCalls query it will be queued up for dialout Calls can be cancelled if you stop dialer ports for some time while a job runs or
126. he Test button to verify that SmartQ can open the database If successful you will also have the option to view the table and field structure of the database 7 When the connection has been successfully configured click Save Queries The right side of the Databases and Queries screen lets you define queries to use with your databases The queries you define here are saved within SmartQ not in your database You must type in the SQL statement for each query an optional description and give the query a name On the Jobs screen you can select fromthe list of queries you define To create a query 1 Select Queries gt New Enter the name you want to use for this query fem awy El Names may include any characters except equals sign or square AAA brackets Spaces and other special characters are allowed 2 Enter your SQL statement Ifyou need to refer to the database for table or field names just click the Test button under Database Dui None ADIAC Connections and choose Yes when prompted if you would like to view the database structure 3 Test yourstatement with the Test button Ifthe query returns records they will be displayed in a grid so you can check whether it works as intended Ifthe query is an UPDATE INSERT or DELETE statement it will be run as a transaction with the option to roll back This means that the query will temporarily run reporting back how many records would be affected You may also refer to the ex
127. he bottom right of the Current Activity screen When no errors exist this button is not available To reconcile the errors that occurred Expat Exit 1 Clickthe Try Data Export Again button You can alternatively double click a file to view the raw data 2 Inthe Data Errors window that pops up click Export for each file in the list Assuming your database is operational when you click Export SmartQ will fill in the missing data If you are still having trouble exporting be sure to check the status ofthe database that encountered the error SmartQ 5 2 Manual 57 Other Data Features Deleting Fields While in the Data screen with the Data view selected you can delete HEEE fields from your database simply by right clicking on the field and I selecting Delete This Field Sort by this Field f f f group Find When deleting a field SmartQ will always confirm with you when soe there is data present in that field If you choose to delete the field Next and SmartQ begins collecting data for that deleted field SmartQ will retrieve all create the necessary field on the fly while your survey is taking improve score place The menu that appears with the right click also allows you to sort data by the selected field as well as find values within your database Suppressing Write to Database Change your view on the Data screen to the Configuration view for the option to make 2 Select View SmartQ omit or suppre
128. he database 12345 100 is 123 with a remainder of 45 e The floor operator will round down a floating point number Example 1 6 FLOOR will give you 1 The random operator will generate a random number Example 1 RANDOM 6 results in a random number between 1 and 6 SmartQ 5 2 Manual 71 Response Exists The Response Exists operation allows you to determine whether or not a caller answered a question It will automatically return a value of ifthere is data present and 0 if there is no data for that item Example If you wanted to do the same example as above under Math Operators but make it slightly more sophisticated you could add Response Exists to the formula Let s say that you wish to add up a set of scores from three previously created items dealing with customer satisfaction named speed quality and service and then divide them by the number of questions answered you don t want to divide by 3 if only 2 ofthe questions were answered In this example we set up two items with different calculations First we determine how many questions were answered Then we take the answer to each question and divide it by the previous answer the number of questions answered 1 Insert or create a new item called satisfaction calc Select Select Item Type gt Calculate On the B Responding tab click the Formula Builder button The Formula Builder window will appear Click the Advanced button Build the formul
129. hese are 4 tokens NTHTOKEN 2 Result are 3235331 NTIMES 3 IF 1 10R 1 2 True ELSE False ENDIF Result True 1 RANDOM 6 Result random number between 1 and 6 EMOVECHARS 6 Result 4578 ABACAD REMOVECHARS A Result BCD ABCD REORDER 4321 Result DCBA ABCABC REPLACECHAR CD Result ABDABD B A AA SORT Result A A A B 1000 10 9 8 SORT Result 8 9 10 1000 84 Advanced Topics Formula Builder SORTBYRA NKINGA SORTBYRANKINGD SQLESCA PEQUOTES WRITETOFILE SmartQ 5 2 Manual Text Operator Text Operator Text Operator Sort a list in an order determined by another list SORTBYRANKINGA sorts in ascending order SORTBYRANKINGD sorts in descending order Typically the list to be sorted represents things such as products or symptoms while the other list represents a ranking such Result D A B C as preference or severity If the preferences are all numeric they will sort by numerical value otherwise they will sort alphabetically In both cases blanks will sort first In Customitems you can run SQL statements against databases In SQL if your data contains a character that character must be escaped that is replaced by SQLESCA PEQUOTES makes this process easy by replacing with except not the first and last character Writes a string to the end ofa file Creates the file if it does not
130. his helps when numerous meanings are required and saves time while increasing the accuracy of your survey Special Touchtones You can define special touchtones to allow your callers more options to navigate your survey Return to Previous Item Enter a key that the caller can press to return to the previous item e Repeat Current Item Enter a key that the caller can press to repeat the current item Skip to Next Item Enter a key that the caller can press to skip to the next item e Skip Destination If you would like for your assigned skip key to route to a specific item designate this routing using the skip destination drop down box e Pause Survey Professional Only Enter a key that the caller can press to pause and later resume the survey e Save as When the user presses the key on the telephone keypad SmartQ will understand it as the character designated in this field instead of This is how you could allow entry ofa decimal point for example for numeric entry SmartQ 5 2 Manual 29 e Help Enter a key that the caller can press to route to a specific item If you would like for callers to have the option of pressing a certain key to hear special instructions or a help prompt you can enter that key here Designate which item the help key routes to by going to Advanced Survey Settings under the Survey menu Each of these special commands except Save as can be two key sequences such as 1 for Return to Previo
131. hoose CUSTOM install and check the options ISDN Package and GlobalCall API Package Dialogic 6 0 SP1 Install WARNING If you are using a PCI Express board you must install System Release 6 0 instead of System Release 5 1 1 drivers which are sufficient for Conventional PCI boards Dialogic Configuration Ed Dialogi Confugerstion Manager E Manager File View Device System Settings Help Bu cal Short devices preference LU 7 Systemu Device autostart Detect Only Now that you have installed your software and TEx Es restarted your computer open the Dialogic T a R Sart System y Configuration Manager by selecting Program a Files gt Dialogic gt bin gt NCM exe y mo Bus for System Release 6 0 or Program Files gt Intel Dialogic System Software gt Configuration Manager DCM for System Release 5 1 1 The critical setting for SmartQ to operate properly is located under the Settings menu in System Release 6 0 and the Service menu in System Release 5 1 1 where you need to select Startup Mode as Automatic Dialogic System Release 6 0 Settings gt System Device autostart gt Start System Dialogic System Release 5 1 1 Service gt Startup Mode gt Automatic SmartQ 5 2 Manual You are now ready to use SmartQ Installing SmartQ SmartQ should begin to automatically install as you insert the SmartQ Install CD into your CD ROM drive If SmartQ does not automatically install follow these steps 1 Insert th
132. if file exists 0 if not SmartQ 5 2 Manual 82 Advanced Topics Formula Builder ISVA LIDS W EDISHID LEFT RIGHT RIGHTFROM LENGTH LOOKUP MAKEGUID MIN MAX SmartQ 5 2 Manual Text Operator Text Operators Text Operator Text Operator Text Operator Text Operators ISVALIDSWEDISHID is a unary function that checks whether a number fits the format of the personal identity number personnummer used by the Swedish government It returns a 1 if valid or 0 if invalid It works by checking the number of digits and the valid ranges for each component of the identity number Returns the leftmost or rightmost characters you specify Place LEFT or RIGHT between a text segment or string and the number of digits you wish to keep Place RIGHTFROM between a text segment and the starting position of the string or segment you wish to keep Returns the length ofa string Place LENGTH after a string Looks up a key value in a text file containing key value pairs Place LOOKUP between the key and the file to be searched MAKEGUID Creates a GUID Globally Unique Identifier in the form 00000000 0000 0000 0000 000000000000 If you need a GUID enclosed in curly braces you would use amp MAKEGUID amp Returns the minimum or maximum oftwo values Ifboth strings are numeric their values are compared Otherwise strings are compared as ASCII values 6408233234 ISVALIDSWEDISHID Result
133. ilder window will appear Click the Advanced button Build the formula HOUR amp amp MINUTE ISP TIP How to build the formula HOUR and MINUTE are under Current Date Time amp is a Text Operator is entered with the Text or Number box 9 When you are finished using Advanced Formula Builder click Save 10 Click OK in the Formula Builder window to close it 11 Click on the Second Inform Prompt Enter on into the Script boxand record the prompt 12 Click on Second Inform Data 13 Select Select Data Type gt Date 14 Click the Formula Builder button The Formula Builder window will appear 15 Click the Advanced button 16 Build the formula MONTH amp amp DATE amp amp YEAR TIP How to build the formula SmartQ 5 2 Manual 76 Advanced Topics Formula Builder e MONTH DATE and YEAR are under Current Date Time amp is a Text Operator e is entered with the Text or Number box 17 When you are finished using Advanced Formula Builder click Save 18 Click OK in the Formula Builder window to close it Prefix Operators There are two options under Prefix Operators F and P Both of these Prefix Operators operators must be used in conjunction with the itemtype Retrieve because they referto past surveys Past surveys are only made available after a Retrieve finds them F is the signal for SmartQ to look for the value ofthe query in the first survey rath
134. ing Up a Query Open End esi orar asea a pipa asese P Spa aoran Ear aa Soo ear se PAESE a r PE Sea ES sE e AEE rS OE eS penan aais 18 Custom Open end Filenames and Locations ccccsscecssceeseeeeeeeeeeeeeeeseeeeseeeeeseeeesaeeeseeeesaeeessaeeeseeeeseeseeseeee 18 GP kelt iulat sion az 18 ROUTING Ore ES EL 18 General ROUTING viii AAA AAA 18 Drag to Palint sisvcstsevescccscscccesvessucesisssvveccavecsevcauseasivevssenventevsascavcuceveausivesdsuseted AAA NARA TAE AIRE AGRA 18 PRE VIOUS SUTVE V isccsceisseccssencidiccscstavsenteceusesevesenscucussecssvanseuvesebcchunecsdusacevdeutesterseauscuesebetuerscevesturesetenssucessbochtetestececes 18 Drag and Drop Item TeXt svcciscessisccsncscesscscesssisversecevestecssnssecsestvetsetesssevssovecneesencvescncesesseiecctasssasenderesneeessechseistesscers 18 Cut Copy and Paste Survey Items cscccsscceeseesseceeseeeeseeeeseneeesaeeesneeesaeeeesaeeeseeeesaaeeeaeeeseeeesaeseseaeeeseeenseeseeeeees 18 Locked Items Email Items HUEDLEZAUDPRCIM a 36 To set up Item Type Emall 6 tiere te e 36 Create an item M I CV TAL PREETRUTTEETILEDEE RRR 36 Additional Email Features and TipS ccccceeeee cece cess nese ee ee esse nese nese enne nennen nnn nn nnn nnn nenne 36 Survey Design Basic Tutorial 38 OU CIVIC Wi a 38 Era M U e 38 Creating the SUVs E 38 Sample Script A as 38 Set Up
135. ing only the Question prompt Next put all ofthese items in a Group Record the Introduce prompt with instructions as part ofthe group Conversely if all your items have different instructions record each instruction set as part ofthe original item do not record anything forthe group You may also find the Inform prompt helpful for calculating scores as people progress through items in a group SmartQ 5 2 Manual 60 Advanced Topics System Voice and Multiple Language Support Advanced Topics System Voice and Multiple Language Support In many real world settings you will need your survey to be in more than one language SmartQ allows you to use the same survey for multiple languages rather than forcing you to create a separate survey for each language System Voices and System Prompts The prompts that you record to welcome your callers ask them questions and guide them through the survey are called the survey voice SmartQ comes with a set of built in prompts for numbers letters dates times and currency These prompts are recorded for each system voice The system contains built in logic to use these at the appropriate time In a single language system you don t need to change them Your survey voice prompts will be recorded as the native voice and you can use the default system voice called Amer Englis h female Type of Prompt Wording of Prompt Goodbye That concludes our survey Thank you and Goodbye Invalid Answer
136. installed and configured before you begin installing SmartQ Install all drivers in SmartQ s default directory SmartQ will only work with the Dialogic line of voice boards The D 4PCI UF D 4PCI US and D 240JCT T1 are recommended and are available for purchase from TeleSage Please see Appendix D in this manual if you are using or are considering using T 1 boards Software Microsoft Access is recommended but not required for use with SmartQ SmartQ 5 2 Manual Getting Started Installing Your Dialogic Voice Board Quick Tip If you have already installed the Dialogic drivers make sure that the Dialogic Configuration Manager Service Startup Mode is set to Automatic Hardware Install your voice board into the computer on which SmartQ will run Any PCI slot will work If you are unfamiliar with the installation procedure please see the installation documentation that accompanies your Dialogic card Software The Dialogic installation disk contains 4 install folders Find the board you have fromthe list below and run the setup exe file from the folders listed Make sure you reboot the computer after each component install For all SmartQ installations except those with a T 1 and ISDN choose the TYPICAL installation D 4PCI UF and D 4PCI US Dialogic 6 0 Install choose TYPICAL installation Dialogic 6 0 SP1 Install Dialogic 6 0 PCI U board support Dialogic 6 0 FP 1 Install D 240JCT T1 Dialogic 6 0 Install c
137. ion available for use If the information does not exist it stores 0 in the database Include in Resume feature If there are specific items in your survey that you want callers to hear when they resume you can designate these items in the 3 Don t skip over these items menu on the responding tab Advanced Examples Retrieve and Calculate The first item in your lead survey asks for an identification number and is called id In the response survey you ask five questions The last itemin the response survey is called score and averages the answers to the five questions Now you want to retrieve the last survey taken by the caller to calculate and store in the database the caller s change in score The first step is to retrieve the last survey fromthe database that has the same ID number as the current caller s ID Then the caller will be routed so that the survey continues and the information is calculated 1 Insert or create an item in the response survey Name it id retrieve Select Select Item Type gt Retrieve Select the B Responding tab BON Under 1 Retrieve only where use the pull down menu to select id SmartQ 5 2 Manual 87 5 Use the pull down menu to select and select Current Call Data 6 On the C Routing tab route 0 to Next Item Route 1 to Next Item 7 Click on the Apply Now button 8 The next step is to set up a calculation to tell SmartQ what to do ifa score is found or not found 9 Insert or crea
138. ional prompts for the new project and putting in calculation items to route callers to the correct subset of prompts There are three problems you may encounter 1 As the number of projects grows your lead survey s complexity will grow geometrically 2 Fach response database will contain fields for all items in the lead survey not just the ones relevant to the project 3 Modifying the lead survey while projects are live introduces risk to the ongoing projects A mistake in the new project could route callers to the wrong questions The multiple lead surveys feature solves these problems SmartQ 5 2 Manual 96 Advanced Topics Multiple Lead Surveys Custom only How Multiple Lead Surveys Work Any survey can be designated as a lead survey There is no limit on how many surveys can be lead surveys e Any survey that is not a lead survey is by definition a response survey Each response survey is associated with one and only one lead survey If no selection is made the response survey is associated with the default lead survey shown on the Current Activity screen e Your callers are routed to the correct lead survey by the phone number that they dialed Setting Up Multiple Projects 1 Clickon the Multiple button fromthe Survey Design screen or Current Activity screen 2 Onthe Multiple Lead Surveys screen check the Enable Multiple Lead Surveys ros checkbox Click OK Lead Survey Multiple Da Car E No 3 Crea
139. ions are executed in the order in which they are encountered rather than according to x any order associated with the symbols for example 5 20 4 is interpreted X as 25 4 100 not 5 80 85 FLOOR EA You can use parentheses to specify the order in which the formula is parsed The above formula could be written as 5 20 4 to agree with the order of precedence recognized by most modern computer languages Ifa formula divides by zero the result will be zero no matter what was being divided No error condition will result Example ec You wish to add up a set of scores fromthree previously created items named speed and divide them by the number of questions asked 3 quality and service 1 Insert or create a new item called satisfaction calc Select Select Item Type gt Calculate On the B Responding tab click the Formula Builder button The Formula Builder window will appear Click the Advanced button Build the formula oe os Sspeed Squality service 3 TIP How to build the formula e Sspeed Squality and service are under Response Value e and are Math Operators e Enter 3 into the Text or Number box 6 When you are finished using Advanced Formula Builder click Save 7 Click OK in the Formula Builder window to close it TIP Other Math Operators The modulus operator 96 will divide and retain only the remainder Example 12345 100 will result in 45 in t
140. is correct press 1 If this is incorrect press 2 SmartQ allows you to change the confirmation message depending on user hizi input Instead of saying 123 you could customize SmartQ to say You p m 215 l entered The Rose Hill Location If this is correct press 1 To configure e m c the meaning ofa survey items prompts p 1 Clickon the Meanings button below Confirm Meaning Itemtype must be Query Digits or Query Alphanumeric e 2 SmartQ will ask if you want to connect for recording If you do not CAES plan on recording at this time click No You can record later at any time 3 In the new window click Add Prompt 4 Enterthe input that will cue the customized response In the above example that would be 123 This is known as key text 5 Type your message in the Seript field and record at your me convenience NOTE The System Voice will still preface your recording with You entered At this point try calling your survey to see how it sounds and adjust as necessary You can also import other scripts in the vox file format by clicking on File in the top right ofthe window Once you record your new scripts you can also export them for use with any programthat accepts vox files Copy Another File to Here Ifyou have a meaning already specified in another item you can use the Copy Another File to Here button to copy the vap file directly to the current item T
141. ith the same name TIP Use the cut copy and paste functions along with the Previous Survey button to quickly work between two surveys SmartQ 5 2 Manual 34 Survey Design Construct a Query Locked Items The Locked checkboxat the bottom of the Construct Item window acts as a safeguard against accidental modification of items The primary use of locking items is as a reminder tool during the editing phase of survey design and is not a security feature Example During the design of your survey you create a very complicated and critically important item named Supermarket Once complete you check the Locked checkboxas a reminder that you are complete with item Supermarket and that you do not want to modify it A few days later while completing the design of your survey you accidentally click on item Supermarket but when you try to modify the item SmartQ reminds you that it has been locked If you intended to modify Supermarket you simply un check the Locked checkboxand proceed 5 A Recording B Responding C Routing 2 SELECT SURVEY VOICE Masivo al T CHOOSE PROMPT TYPES Scop Eile intrade isla Choose ll you de rel need a vesponce hom he cale DA lo record a polsos lo poa quein Introduce This item is locked Unlock by unchecking Locked at the bottom of this screen ok C Repest inabructiona 7 Choose t ycu wank a chorter version of pou question mpeated
142. k instead ofup to 13 separate clicks to change options within a given item It is provided simply as a convenience to SmartQ users TIP In the Specific Destination pull down box quickly insert the same entry as the above line by selecting the text and typing a quote sign Previous Survey A Receding B Respendina C Routing TOUCHTONE ROUTE TO Drag to Paint R waa 2 Naid A Waid A Noid 5 Naid B Naid 7 ova B ova H va D Nai a Ba o hone lt lt Previous cue Locked Newt dem Phone Hem LI c c 4 i Notes Copy Settings Test Now usvey L Specilic Destination 01 TeacSurvey o pnm le E E le I HE Le Le dL iLa l End Apply Mow The Previous Survey button appears on all ofthe Construct Item screens Clicking on this button toggles between the current survey and the previous survey which is useful for modeling one survey off another comparing similar surveys or simply for troubleshooting This button will not be available unless you have viewed at least two surveys since launching the SmartQ application SmartQ 5 2 Manual 33 Drag and Drop Item Text SmartQ conveniently allows you to drag and drop text within a survey or from other word processing 1 CHOOSE PROMPT TYPES 5 Construct chow A Recording B Responding C Routing 2 SELECT SURVEY VOICE programs Sarist Edo Newe o wee A C Introdu rr 1 Highlight te
143. k comes within a second of SmartQ going offhook Outbound Caller ID can be set to simulate calling froma phone number other than the line actually used for calling out This is useful if for example you would like the called party to see the phone number for a separate line where they could call back and reach a human receptionist If this is left blank the called party will see the phone number provided by default by your T 1 provider Expect Wink after Pickup should be checked if your T 1 outbound signaling uses wink signals Time to wait for Wink is the maximum amount of time in seconds to wait for a wink signal to be sent after SmartQ goes offhook If it does not arrive before this time the call disposition is categorized as an error with an associated message stored in the log file and shown in the Recent Activity pane ofthe Current Activity screen reading No wink received Time between Pickup and Dial is the number of seconds that SmartQ waits after the wink is received if the wink checkboxis checked to make sure the line is ready to receive digits Minimum Onhook between Calls controls how long the dialer waits between attempting the next call It is desirable to have the dialer begin a new call right after the previous call completes In practice though if it were to pick up and dial immediately after hanging up froma call the phone line would interpret this as a hookflash and attempt to begin a transfer or conferenc
144. la Sconcern and id_retrieve are under Response Value e amp is a Text Operator amp is a text operator that joins text together The possible answers for the item concern are 1 healthcare most important or 2 economy most important The possible answers for the item id retrieve are 0 no previous survey found or 1 previous survey found Consequently all the possible results will be e 10 7 healthcare most important amp no previous survey found e 20 economy most important amp no previous survey found 11 healthcare most important amp previous survey found e 21 economy most important amp previous survey found 10 When you are finished using Advanced Formula Builder click Save 11 Click OK in the Formula Builder window to close it 12 On the C Routing tab route 10 20 11 and 21 to the appropriate places For this example route 10 to a later item called ed stand 20 to a later item called health stand and 11 to an item called still agree and 21 to the same item called change To complete the example the items referenced might be the following ed stand Do you think there is enough attention focused on healthcare issues in this election Enter 1 for yes 2 for no health stand Do you think there is enough attention focused on the economy in this election Enter 1 for yes 2 for no e change Has the issue most important to you received more attention since you la
145. lc Select Select Item Type gt Calculate On the B Responding tab click the Formula Builder button The Formula Builder window will appear Click the Advanced button Select Response Value gt visits the item name will only appear if it has already been created SmartQ will automatically enter your selection into the formula boxat the top of the screen Oe oN gt 6 Select Math Operators gt for multiplication SmartQ will automatically enter it into the formula boxat the top of the screen 7 Enter 12 into the Text or Number box and click the gt button to enter it into the formula box at the top of the screen 8 visits 12 should now appear in the formula boxat the top of the screen To avoid erasing essential parts SmartQ 5 2 Manual 70 Advanced Topics Formula Builder ofthe formula use the back and forward arrows underneath the formula boxas well as the delete button to highlight and delete parts ofa formula if you make a mistake 9 When you are finished using Advanced Formula Builder click Save Next click OK in the Formula Builder window to close it 10 You can now route callers based on a previous answer using the C Routing tab Math Operators Math operators provide functions for addition subtraction multiplication Math Operators vr division the modulus operator floor and randomization SmartQ will performthe operations as it reads the formulae although operat
146. ld These SmartQ items would be Calculation items with formulas that reference the field such as MyField This method makes it simpler to analyze the data on the back end but is cumbersome to set up Strategy 2 Joining tables via an ID This approach uses a common ID in the Dialer database and the Response database To link dialout records with response records therefore you will need to include a unique ID field from your dialout database in your GetCalls query and put an item in the SmartQ survey that brings it into the response data That would be a Calculation item with formula MyUniqueID Polling Polling is the operation of querying the database on an on going basis The dialer keeps a list of calls that are already in progress Ifa query happens before a call is completed which can happen frequently SmartQ recognizes the duplicates and does not redial them In order to recognize duplicates there must be a field or combination of fields that contains a unique ID in the database To begin polling continuously until the conditions you specified for Start polling when program starts your survey are met click Start on the Advanced Dialer screen Poll Poll interval seconds 45 Now Once is used fortesting yoursurvey A Poll Interval setting between 45 and 60 seconds is typical for most applications Secondi umil nen Poll Now Once Sto ER Transitions Status and Result Status and Result are values u
147. le surveys these responses will tell SmartQ which survey to run 4 Using voice prompts the systemasks questions that the client answers using the touchtone keypad on the telephone 5 The caller hangs up SmartQ detects this and hangs up too 6 SmartQ gathers the information from your survey and simultaneously stores it in a Microsoft Access database on your computer s hard drive It is immediately available for easy export and analysis Phone Line Setup When you start SmartQ or when you click on the Current Activity button you will see a screen showing system activity You will also see a list ofthe current line settings To change any ofthese settings click the Change button This will bring up the Phone Line Setup window SmartQ 5 2 Manual A Port Setting 4 Outbound Call Progiess 0000000000000 Numboes al Lines lt gt Live Person Max Hello Length ns Rings Before Answering i Max OGM Length Sec 15 hs Dffhook delay Sec 0 OGMH EK ndesg Pause Length Sec 1 5 hs OGMHM E ndesg Boop Frequency Hz 1400 h4o ART Teo for Disk ror ecersing am G Analog E1 ISDN Use Pertecilall I T AMI DA C T1 ISDN Max Monzilence To Ignore higitch cs 19 hs Answer Deglitch anssdgl cs 50 so Time Allowed for Answer noanswer cs j000 3000 Max Time Between Rings macntenng ce 750 750 3 sexo 0 00000000 5 TA Quthound Cal Sep ane era Fa Dutbound Caller ID Override Traneter type E Hookfiash
148. lled quotas that has two fields Zip Code and Quota The name Zip Code should correspond to the Zip Code field in your Phone table 2 Inthe Zip Code field in your new table enter each unique zip code from your Phone table SmartQ 5 2 Manual 112 The Standard Dialer Creating a Job 3 In the Quota field enter the number of surveys you need from each zip code 4 On the Set Job Quotas screen the Phone Database and Phone Table or Query are filled in according to what you have selected on the Dialer Jobs screen Select Category Field gt Zip Code 5 Fromthe Quota Database pull down menu select the database in which your new quotas table is contained 6 Select Quota Table or Query gt quotas 7T Select Category Field Zip Code to indicate the field in which the category is contained 8 Select Quota Field gt Quota to indicate the field in which the quota is contained SmartQ 5 2 Manual 113 The Standard Dialer Scheduling Overview After you have defined your job add it to the Dialer Job Schedule Adding a Job 1 On the Dialer Job Schedule screen click Add 2 Select the job you wish to add fromthe Job Name pull down menu 3 Select a starting time and priority for your job Options include Start Now Begin the job interrupting all active jobs Start Next Begin the job as soon as the ports are available but do not interrupt any job Start At Begin the job at the specified date
149. ller Calculate the next time a caller will call to read back to the caller Retrieve If Retrieve is highlighted under Select Item Type you will find a Formula Builder button on the B Responding tab Useful applications include routing or calculating answers that have been retrieved from past surveys RESPONSES TO RE TRIE WE T Deba la Cold merme SETPWOS 1 Merine onis where kptondi zl act 2 Beste Oring end of end To Ot fas Wolke or Eco Se Bee d ommo ret yt lt lt Punime e Ux mnm Basic Formula Builder In the initial screen of Formula Builder you can recall a response to a Single Formula Builder E SELECT Symm nor Maren hom he 7 Oe o 7 Pw Sokar O ato Type o Caldas Wels Femi aides Nestact Method Rent Value Lad opea MEL L Weed Re Wet The Mane a Cm Sirge e 9 Ten ee Arb Mow A Meseta odes C heere Cmm Cot Bets CoD m 5 Cm Col Dota Combe m T Comet Codi te 7 Dis Vale Fama hass o 09289 Coop Seige Tes Wem Apoi Nem Item create a Sum of responses or generate a Count of Responses If you wish to do anything more sophisticated you will need to use the Advanced Formula Builder Single tem Sum el rexparaur C Coumi of roipenses SmartQ 5 2 Manual 67 Single Item Recall Normally you would ask questions gather the answers and route callers right away based on their answers using the Routing tab
150. lue e 15 0 and 1 are entered with the Text or Number box 6 When you are finished using Advanced Formula Builder click Save 7 Click OK in the Formula Builder window to close it TIP Other Logic Operators You can either build an IF THEN ELSE ENDIF statement or an I F THEN ENDIF statement ELSE is not a required part of the syntax but all the other elements including ENDIF at the end are SmartQ 5 2 Manual 74 Advanced Topics Formula Builder required Text Operators Text operators provide powerful tools for processing and searching through z user responses in textual format APPLYMASK Example ae You have collected five single digit responses fromusers and wish to test the ri number of times the response 3 was given An easy way to do this is to use INFILE the NTIMES operator which looks forthe number of times that a character WUST occurs in a string You need to concatenate the responses together as a single string before searching for the number of occurrences SR1 SR2 SR3 SR4 amp SR5 NTIMES 3 You can combine multiple operators in a single query line to test complexsets of conditions Say for example that you wish to ensure a minimum number of entries with the value 3 but the exact minimum 4 or 3 depends on another user response the item Y in this case SR1 SR2 SR3 SR4 amp SR5 NTIMES 3
151. mbers or strings them together without adding For example the formula 1 amp 1 will return 11 not 2 SmartQ 5 2 Manual 75 Curent Date Time NOW SECOND MINUTE HOUR DATE DAYOFWEEK MONTH YEAR i Current Date Time To use the Current Date Time in your calculation choose one ofthe appropriate unit of time from the pull down menu This feature is most often used with the Inform Data prompt with itemtype Query to read back the date to a caller Example You want to place an Inform prompt after your Introduce prompt so that the caller hears Welcome to our Survey The time is 11 35 AM on January 1 2010 with the real time calculated and read back to the caller The time is can be recorded as the First Inform Prompt and 11 35 AM can be calculated and read back using First Inform Data On is recorded as the Second Inform Prompt and January 1 2010 is calculated and read back using Second Inform Data The itemthat currently contains your introduction is called welcome 1 Select the previously created itemcalled welcome Inform prompts do not record data so you can set them up as part ofan existing Item 2 Select Select Item Type gt Query 3 On the A Recording tab click on the First Inform Prompt Type The time is in the Script box and record the prompt Click on First Inform Data Select Select Data Type gt Date Click the Formula Builder button The Formula Bu
152. mple You own and operate a small chain of restaurants and would like to gather some information from your customers through a 19 question survey Knowing that your customers would not wait on the phone through 19 questions you hand out a paper copy of the survey that is completed in the restaurant or at home and have the customers call in their answers When SmartQ takes the call instead of having all 19 questions waiting to be answered you ask the customers to put down all their answers in one long string which saves themtime However if they accidentally skip one question in the survey the remainder of the 19 questions would be recorded inaccurately in your database ruining your data How do you solve this without making your customers wait through 19 separate questions The answer is Validation by Segment If a customer answers the survey with 1263489786245 102147 they have no idea they made a mistake However SmartQ knows that on your survey question 13 cannot have 5 as an answer and thus it is likely that a mistake was made on the data entry The caller can then retype the answers correctly which ensures that your data will be more accurate 126348978 624510 2147 How do we check this number only SmartQ 5 2 Manual 25 Using Validate by Segment s From the above example we are going to validate the 13th digit of our BE xl 19 digit number Help 1 To begin select the Validate by Segment s option fromthe V
153. n a matter of seconds you just saved the time it would have required to review your entire survey using the Survey Design screen Additional Features and Notes Get current setting will put the value ofthe highlighted item into the text box so that you do not have to re enter the information This is useful if your values are difficult to type accurately Invert Selection refers to the checkboxes next to the items Ifyou have 4 items in your survey and items 1 and 3 are checked clicking Invert Selection will check items 2 and 4 leaving items 1 and 3 unchecked Some item settings such as the Reject Invalid setting have binary values ofeither 0 or 1 As in many other computer programming languages 0 corresponds to False while 1 corresponds to True A value of 1 in the Reject Invalid setting means Yes Invalid numbers will be rejected All changes are permanent within your survey there is no undo option so be sure to back up your survey beforehand and refer to the user s manual or SmartQ technical support if you are unfamiliar with certain settings or phrases Auto Export of Responses Advanced By default SmartQ stores responses in a Microsoft Access database at the end ofeach call You can also have data exported to a text file to an ODBC compliant database to an XML file or to a TeleSage web survey format file This feature is useful if you use a SQL server database or other external tool because SmartQ can export the type o
154. nd Filenane Formula Oveorite Open End Recording Telephone Exit This is a simplified example of the method you can use to alter your survey items Show only unlocked items Show onis unlocked items This checkbox filters the resulting list by only showing items that have been left unlocked This prevents items which you can t change anyway from appearing on the screen iv Show only non dcfault scttings Show only non default settings This checkbox filters the resulting list by only showing items that have been edited or changed fromthe default settings This can be helpful when you want to edit only those items in your survey that you have already customized as opposed to viewing all items and then trying to remember which item values you meant to change Show only item type V Show only item type Query Digits y This checkbox filters your results by itemtype which allows for simple editing of large groups of similar items Example Let s say that you have created a 99 question survey to ask your customers to rate your company s service on a scale of 1 through 5 but you accidentally allowed only the digits 0 1 2 3 and 4 To quickly remedy this problem SmartQ 5 2 Manual 102 Organizing Surveys you could open the Survey Power Editor select your survey and then select Show only itemtype Query Digits to restrict your results You would then click select all enter 1 2 3 4 5 and click Apply to selected items Withi
155. nd settings including calculations and routing information will move with the item Take special care when moving complex items giving consideration to how the item s branching will need to be changed as well as how changes in the order of calculations will affect the survey Inserting Items An item may be inserted between two items in the Select Item box Select the itemnumber that you want the new itemto have Clickthe Insert button and type the name ofthe new item Click OK and the new item will appear The item that was previously selected will appear below the new item Deleting Items If you want to delete an item simply select the item in the Select Item boxand click the Delete button A Delete Item window will require that you confirm deletion Once an itemis deleted it is completely erased fromthe system and cannot be restored When an itemis deleted its Access field is not removed fromthe database Instead no future entries will be made in that field You must manually delete the item s field from Access if you do not wish to see it in the database SmartQ 5 2 Manual 17 Survey Design Construct a Query Overview S Comtat Nom locaton A Recoidisg B Responding C Rosting Construct Item is the final step in designing your 1 CHOOSE PROMPT TYPES 2 SELECT SURVEY VOICE Scip Fic survey It allows you to record prompts choose eee m native gt settings and route answers AA AA Questor response boenthe calle OR
156. ne and identifies itself as the TeleSage product SmartQ It also uses three fields which together uniquely identify the record UPDATE Calls SET status STATUS FINAL last mod dttm Now last mod user nm TeleSage WHERE asst request id asst request id AND vndr id vndr id AND purch order id purch order id CleanUp Query Ifa call was supposed to have been made CallStatus equal to 0 or 1 but 45 minutes have elapsed since the call was due set the CallStatus to an expired value of 4 UPDATE Calls SET CallStatus 4 WHERE CallStatus 0 OR CallStatus 1 AND DateAdd n 45 CallDateTime lt Now SmartQ 5 2 Manual 129 Advanced Survey Settings Overview The Advanced Survey Settings window allows you to set advanced parameters some of which are applied only to the current survey and others of which operate system wide Go to the Survey Design page and select Survey gt Advanced Survey Settings Survey specific settings Select the checkbox to indicate whether Logging is enabled for this survey It will be checked by default If you check the Play That concludes this survey at end of call checkbox this message will be played for the caller once the survey is complete to indicate that the systemis just about to hang up If you check Pause before each item then SmartQ will add an extra pause of the specified number
157. nennen nnne nnn nnn 99 IST Border I M aai 99 TOXEFI AA ct 99 ODBC eQ XML How the SmartQ Dialer Determines Call Result 1 eeeeeeeseee eee eee eene n enne nnne enhn nnn nnn nana ann nanus 107 Licensed Dialer Features iaa 107 The Standard Dialer Creating a Job 109 DUE Mi The Five Basic Steps of Job DesigNiNg coooonccccconncccnnnnnncnnnonnncnnnnnnncnnnnnnnnn rra nnnrrnrnnnnrnnnnn Step 1d Sele Ct VOD iii i Step 2 Select Phone Number Database Step 3 Set Job Schedule Step 4 Set Dialing Specifications Step 5 Set Job Quotas Advanced Feature The Standard Dialer Scheduling Y MC 114 SmartQ 5 2 Manual v Adding a Job cion ir tea eeeie 114 Removing a JOD aces enu eue RE HIMEN A eU YER agers 114 Stopping or Pausing an Active Job oooonnccccconnninnnnnnnnnnnnnnnnnnnnnnrnnnnnnnnnnnnnnnrrrnnnnnrrrrnnnnnnnnns 114 Re Starting a JOD urere irte 114 Recurring Jobs Custom only esee nnne nnne nnn nnne nnn nnns 114 The Standard Dialer Viewing Results 116 Viewing Dialer Job Results etre iia 116 Permanent Storage of Dialer ResSultS oomccccconnccccconanccnnnnncnnnnnnncncnnnnncnnnnnnncrennnanernnnnnnnnes 116 MAX MDPEIJIad4dlilccm
158. ngs window see Chapter 23 This assigned value will show up in your Access database for all items that are visited then skipped Example SmartQ 5 2 Manual 21 Sometimes you might want to ask callers follow up questions based on questions they previously answered Suppose you design a survey for a grocery store and you want to ask the callers only targeted questions ce if they did not shop in the deli you do not want to ask them questions about the deli One of your first questions might be Do you regularly shop at any other grocery stores Later in the survey you ask Did you visit our new bakery Finally you want to ask Compared with other grocery stores did you like our bakery better But you wouldn t want to aska caller to compare bakeries if they already indicated that they do not shop at other grocery stores In this situation you can use the formula builder to place a skip formula on the last question Assuming that the item name for your first bakery item is Bakery and that answers for this item are 1 yes and 0 no the skip formula would look something like this IF Bakery 0 THEN 1 ENDIF Alternatively you could simply put Bakery 0 Either one of these formulas will evaluate to 1 ifthe caller presses 0 at Bakery which will prevent the caller from hearing the last question B Responding The appearance of the Responding section will depend upon your choice for 4 Select Item Type on the Survey Design
159. nnne nante enitn nent nnne SmartQ 5 2 Manual iv Advanced Topics Multiple Lead Surveys Custom only 96 OVOTVIe Wee ee rre eet LII e digested VLLL MID SAI LIE 96 How Multiple Lead Surveys Work eesseeeeeeeeeennnenne nennen nnne nnn nnne nn nnne nnne nnn 96 Setting Up Multiple Proj cts tinte tete knee is 96 DNMIS ai Routing Callers Organizing Surveys 99 X Ray Views of Surveys esce pee ia 99 ereaung a New Vie Woni 99 Editing YOU Vie 99 Survey Organizer Custom ONly oooccccconnnccccononcncnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnanrr eran rra 99 COPYING a SUIVCY AAA oo O eiaa aa Naana a Naiak aeaaaee Kanaa Kaa N Ea Harian i aaraa raaa aada Naa Rna Nananakit Moving a Survey eese Renaming a Survey Survey Power Editor Advanced Custom only eere Hee 99 View By SQ tein Sissi M Show only unlocked items Show only non default settings csccccsscceeseeeeeeceeeeeeesseeeeeeeeesaeeesaeeeeaaeeesaeeeseeeeeseseesaseesaeeesaeesseeeeseeenseeseesaees 99 SHOW only item ty Pe eser 99 Additional Features and Notes ccscssecssssscssesssesseesseesseeseneesessenseeennsseeseassenesseaseneseeeaseeseeesesaeesseasseeseeasseesnes 99 Auto Export of Responses AdvancedQ eeeeeeeeeeeeeeeen enne
160. not click the Data button 2 Select Data gt Launch Microsoft Access This will open the table you were viewing on the Data screen Viewing Data Based on a Query SmartQ normally displays all records in a table You can filter which records are to be displayed with the Query gt Select By Query menu command This menu prompts you for a SQL statement which is then applied to the data before displaying Any SQL SELECT statement may be applied so you can use this to run ad hoc queries that include operations such as COUNT GROUP BY ORDER BY etc To return to the default view of all records in the survey s table choose Query gt Show All Records Data Preferences Make sure you are viewing the Data screen if not click the Data button Under the Preferences pull down menu you can choose fromthe following options Allow Editing of Data Allow editing of data is unchecked by default to avoid altering any data in the database Use caution in turning this preference on as once data is entered in a field it is permanently changed in the database Confirm Deletions The Confirm Deletions option is checked by default A dialog box will pop up when you delete something to safeguard your data against accidental deletion Display Surveys Alphabetically Surveys display numerically by default Check this preference to display surveys alphabetically instead Show Tooltips When enabled SmartQ will show you additional information if you hove
161. ns all responses routed to Next Did the staff explain things in a way you could understand all responses routed to Next 4 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 e o 0 16 routed to Next listen team concern explain Use Basic Formula Builder to sum listen through explain Did the staff review with you the plans for your continued treatment after you leave this program For Yes press 1 For No press 2 all responses 2 routed to Next mm routed to 143 Prompt call us today Please call again 4 weeks from today on Inform 1 MONTH amp 8 DATE amp amp Data YEAR WEEKS 4 Use Advanced Formula Builder to find current month date and year then add four weeks to it The Inform prompt will report this date back to the caller Blank Script Sheet SmartQ 5 2 Manual Sample Surveys 145 SmartQ 5 2 Manual Transferring SmartQ to Another Computer Step 1 Prepare computer B A computer which has SmartQ on it already source B computer to which SmartQ will be moving destination NOTE Broadband internet connection is highly recommended 1 Install Microsoft Windows 2 Install latest Microsoft service packs and critical updates p Install Microsoft Office 2000 or newer optional and service packs available at office update microsoft com Install an antivirus program optional but recommended Install the Dialogic
162. nto phrases and sentences It is therefore much more important that they be consistent in pitch volume inflection and amount of leading and trailing silence The Record System Voice screen is designed to allow you to compare changes you make against what you started with before committing your changes When you open a system voice for editing SmartQ makes a working copy of the original file called New Most of the screen elements occur in pairs one for your original system voice and one for the new version reflecting the changes you ve made Editing and rerecording items you ve created previous for a system voice works as explained above although there are features which allow you to listen to and compare the versions of items you recorded previously These previous items will not be replaced unless you press the Save Changes button 1 The script you wrote previously for the currently selected item will appear in the Original Script textbox 2 Press the Play button to the left of Original Script to hear the currently selected item as you recorded it previously 3 To listen to the text in the Test Prompts with Sample Phrase with your previously recordings press the Original Play button Clip Recording The Clip Recording option can automatically clean up your voice recordings The Clip Recording option is made visible or invisible via the Preferences gt Enable Clip Recording menu command The Clip Recording option saves time b
163. o select a survey C Select one option for Database Select Make New Database if you wish to make an entirely new Access database to store information Type the name of your new database Select Use Existing Database if this data should be written to a previously designed database D Select one option for Table Make a New Table to have all call data for a survey stored in a new table this option is mandatory if you selected Make New Database Usean Existing Table to have call data written to an existing table You may want to use this option when you administer the same survey in multiple languages Use the pull down menu to select an existing table Usethe Create Survey Items Matching Fields in Database checkboxto include preexisting database records in your new survey Once you click OK a Select Fields screen will appear E Lead Survey Optional Designate which of your surveys will be the lead survey 3 When all settings are correct click OK NOTE Another way to designate your lead survey is to check the Set as Lead Survey box beneath Select Survey in the Survey Design window An asterisk will appear next to the survey s name to help you keep track of which survey is set as the lead survey Step 2 Select System Voice Use the Select System Voice pull down menu The default setting is American English spoken in a female voice but you may select an alternative system voice The system voice includes built in
164. o Valid Choices fost tho one A Valid Choices C ist At this point you can begin entering into the List of Valid Choices text boxany responses that your survey should accept SmartQ allows you to enter individual numbers for example 47 ranges of numbers for example 21 33 or comma delimited lists for example 1 5 6 7 9 lx TIP For a well organized survey spend some time on specifying the data em Type that you will accept This reduces errors by respondents and helps ist of Valid aicn A Database Lookup maintain a meaningful database oar C Validato by Seqgment s TIP Make sure you do not assign a number as a Special Touchtone if it is PAE also a potential answer to a survey question For instance if you assign 0 as a Special Touchtone but you also accept 0 as a query answer the Special Touchtone action will register first Instead of gathering 0 as data as you intend the caller might Repeat Current Item and no data would be gathered SmartQ 5 2 Manual Survey Design Construct a Query Database Lookup Advanced SmartQ will allow you to access a database for validation purposes 1 Within the Validation window select the Database Lookup option ista Ty C List of Valid Choices 2 Specify the database path and name or click Browse to navigate to the G Walabase Lookup database Date 3 Select a Table or Query C Validate by Segment s 4 Select a Field Database Lookup
165. of seconds after the previous response before the following prompt is played to the user This is particularly useful in situations when an extra time delay is necessary between user response and message as when the user is on acell phone The value you enter into the Default response when an item is skipped field will be stored as the response value for items that a user skips over This can be empty or may contain one or more numbers letters spaces or any other characters Use the Help key special touchtone item name menu to designate the item that you want your chosen help key entered on the Responding tab to route to If SmartQ detects a faxtone on the line it will automatically transfer the call to the phone number that you specify in the Fax la xl p Survey specific settings Iv Logging is enabled for this survey v Play That concludes this survey at end of call Pause before each item 0 seconds Default response when an item is skipped Help key special touchtone item name Fax transfer number ly Always generate tofax files This survey uses Voice Recognition r System wide settings Minimum open end message length in bytes 1 second 8000 bytes 0 Maximum durations in seconds Item Surve Call 500 2600 2600 Voice Recognition Engine D Concel transfer number field If this field is left blank SmartQ will take no action when a faxis detected If you check Alway
166. ollow the instructions for Query Digits since all three types of E mail query are similar Group Calculate and Retrieve are more advanced features that are discussed in detail in later chapters SmartQ 5 2 Manual 16 Survey Design Creating New Surveys and Items Creating Survey Items Follow these steps to create a new item 1 Click on a number in the Select Item box T aua A ddficuk 2 A dialog box will automatically pop up requiring you to name the item Enter a name that Steck identifies the data item i albe 3 Click OK V esum 5 14 15 TIP Name your item something descriptive such as clientid or client_id no Dn spaces allowed so that if you move insert or delete a question in a survey the data 18 name will remain accurate Choose a name that will be easily understood and b recognizable for future use 2 n A zi Ah Morro isnt Nove V Editing Survey Items Changing an Item Name Double click on the item in the Select Item box and enter a new name Use extreme caution when changing an item s name Any formulas or routing that refer to this item will not automatically be changed You must manually change all referencing information The item s Access database field name will not automatically be changed Moving Items Select an item in the Select Item box Press the Move button The Move with up arrow button moves an item up the list The Move with down arrow button moves an itemdown the list All prompts a
167. ompleted the database is updated according to rules that you establish Jobs The settings for which database and queries to use and how to manage the results of the calls are all stored in a job Configure these settings from the Advanced Dialer s Job Definitions screen Multiple jobs can run concurrently Database SmartQ uses an ADO connection string to connect to your database If you know how to make a connection string you can simply type it in Alternatively you can browse to your database with the database connection wizard SmartQ 5 2 Manual 124 Advanced Dialer To set up a connection string to your database VA E Dersbara Cormectons Queta 1 Go to the Advanced Dialer s Databases and Queries screen E s a E 2 Under Database Connections click Add Then choose the E Ten i FA a Ten appropriate type of database in the list Cemecton Sting ur SUL same C Neni mer 3 Browse to your database select it and click Open 4 SmartQ now prompts you for the name of this database A good practice is to name it with the same name as your project that uses it This name is how the file will be referred to when you are making selections on the dialer job screen just use a pe convenient name no path or mdb is needed Vise held rubis arco 5 This will create a Data Source Name DSN for y ou and place the connection string in the appropriate boxon the SmartQ screen 6 Click t
168. ose Survey Was Completed If the person completes the survey logic the call will be counted toward the quota total Ifno one picks up a busy signal is returned an answering machine picks up or the person answers some questions but does not reach the end ofthe survey the call will not be counted toward the total TIP If the call is only useful to you if a particular survey question is answered you can define the call as complete if the person answered that particular Item Click Define Survey Completion Select your survey in the right hand column and select the item in the left hand column then click OK Limit Number of Complete Calls Tell the Standard Dialer how to limit the number of complete calls Options include Make Only Calls Total If you want the Standard Dialer to make a certain number of calls from your database choose Make Only Calls Total and enter the number of completed calls you need MakeOnly Calls for Each Category as Defined in the Database If you have several categories and need a certain number of calls for each one choose Make Only Calls for Each Category as Defined in the Database and enter the number of completed calls you need per category The Phone Database and Phone Table or Query settings contain values according to what you have selected on the Dialer Jobs screen see Step 2 Select your Category Field fromthe pull down menu Example You want to survey 15 households in each zip code in your database and
169. outing tab Follow the directions below to learn how to AL route the pre filled answers A EI 4 ELA CA Lwked Meter a D Cape Semen Tuik Apr om If you entered a number larger than for the Maximum Number of Digits on the Responding tab you will need to fill in the range of answers in the Min and Max columns on the Routing tab These are the actual minimum and maximum values not the number of digits they contain After you have filled in these ranges follow the directions below to learn how to route according to the ranges you ve supplied Content Hew combod e AESPONSE AAMOES neure 10 NOTE If you select 4 Select Item Type gt Query Open End on HELLE da PTS mm the Survey Design screen you can only choose one destination for B y routing in other words you cannot route the caller according to their 4 spoken response The option settings for routing will automatically appear on the Routing tab Mona of the ewe d lected Mem A amp c2 Copy Settee Tet New Aurum General Routing 1 Ifyou want the caller to be routed to the Next Item leave it checked it is the default 2 Youcan instead choose to route the caller to a specific Item Number Phone Number or Survey Number Specify which item phone number or survey they should be directed to in the pull down menu under Specific Destination By routing to Item Number and typing lt into the Specific Destination you can route the caller to
170. perience or Please indicate your feelings toward this product SmartQ 5 2 Manual 18 Survey Design Construct a Query You may want the caller to hear more than just a question that is why you can also record Introduce Inform or Repeat Instructions prompts as part of the same item An example of each kind of prompt is outlined in the chart below Different combinations of prompts can be recorded to suit the situation If the question prompt is left out of any combination however no information will be gathered and the field for that item in the database will be left blank When you design your survey you should map out all of the questions you want to ask first Then you can record all the prompts Introduce Inform Question and Repeat Instructions in a logical manner TABLE 1 Prompt Types Introduce An introduction to a survey item or We are interested in learning about your present information to a caller such as experience at our facility Please answer the facility information or office hours following questions Inform Information to present to the caller The last time you completed a survey for such as a date or score us was Question The question to which the caller should Were you satisfied with the services you respond received Repeat Instructions Instructions to repeat If yes press 1 Ifno press 2 l foran invalid answer 2 when the time allowed fora response has expired You shoul
171. pleted Errors etc After you select your conditions press the Report button and the corresponding log files will be opened SmartQ 5 2 Manual 50 Conducting and Monitoring Surveys SCA ProgramData EJ TeleS age C3lvr LOGDEBUGO621_TXT LOGDEBUGO622 TXT LOGDEBUG0624_ TXT LOGDEBUG0630_TXT LOGDEBUGO0701 TXT LOGDEBUGO705 TXT LOGDEBUGO706 TXT LOGDEBUGO707 TXT LOGDEBUGO708_TXT LOGDIALE R0621 t t LOGDIALER0622 txt LOGDIALER0624 txt LOGDIALER0630 txt LOGDIALERO701 txt LOGDIALER0705 txt LOGDIALERO706 txt LOGDIALERO707 txt LOGDIALERO708 txt Fax Transfer Custom only If the fax machine in your office can be attached to a phone system extension and share the phone lines with the IVR system SmartQ can save you the cost of having a dedicated fax line Configuring Fax Detection On the Current Activity Screen click the Change button on the bottom of the screen to access Phone Line Setup Select the Hangup Fax Detection button Not only can you enable or disable fax transfers fromthis window but you can adjust the frequency and cadence so that SmartQ can recognize incoming faxes from your system This function would be used ifyou were having trouble with faxes not being recognized properly SmartQ 5 2 Manual w Show only Y Answered Completed l Errors Y Linedrops Hangups Startup Shutdown Calculations iw Begin End Survey Branching Custom J Select Remove All iv
172. ponding tab and enter 2 for Minimum Digits and 2 for Maximum Digits Add an item Name it Retrieve 01 Select Select Item Type gt Retrieve Select the Responding tab Click Play responses to open end survey items E Pr w Under Survey select the response survey for Site 01 Check all the open end responses that you want to make available SmartQ 5 2 Manual 94 Advanced Topics Setting up Retrieval of Open End Responses 10 Add an item Name it Retrieve 02 11 Select Select Item Type gt Retrieve 12 Select the Responding tab 13 Click Spoken Responses 14 Under Survey select the response survey for Site 02 Check all the open end responses that you want to make available 15 Go back to the first item Site Choice On the Routing tab route 01 to the item Retrieve 01 and 02 to item Retrieve 02 so the correct open end responses are played for the caller Avoiding Unwanted Recordings Custom only Sometimes callers will reach an open ended question and will simply hang up or attempt to key in a response which has the effect of creating a very short and useless recording The Minimum open end message length setting on the Advanced Survey Settings window is meant to help minimize this problem see Chapter 23 The minimum open end message length is set by default to 0 This means that SmartQ retains any message regardless of how short If you do not wish to keep these short messages a greater num
173. ponse seconds indicates the number of seconds that the system will wait for a caller s answer before playing the Repeat Instruction prompt If no Repeat Instruction Prompt is present the Question will repeat Default 3 seconds e Time before repeating question seconds indicates the number of seconds that the system will wait fora callers answer before replaying the Question prompt Default 3 seconds Maximum number of tries question cycles determines the number of times the Question will play Ifa caller does not enter digits the Question and Repeat Instructions prompts will replay Ifthe caller enters invalid digits the Invalid Answer prompt will play before the Question and Repeat Instructions replay Default 3 tries To specify what happens after the third try go to the C Routing tab under none Validation Check the Reject Invalid Response checkboxunder the B Responding tab ofthe corresponding survey item if you want the systemto validate numeric or alphanumeric user entry The Responding tab is shown to the right for single digit responses e Indicate valid responses by typing them into the Valid Choices text 4 Recording B Responding C Routing box VALID RESPONSE LENGTH e Ifyou check the Translate Response checkbox you will be able to Minimum Number of Digits f press the associated button This will bring up a window that allows you to change the values ofkeys on the telephone Maximum Number of Digits f1
174. ponse Survey Play Current Showings Buy Tickets SmartQ 5 2 Manual 13 The Five Basic Steps of Survey Designing Click on the Survey Design button to see the Survey Design screen Here you will see the five basic steps of designing a survey highlighted in blue 11 Grocery Store Lead Survey Multiple 5 Const catio A Recording B Responding C Reutina Aner Englisn ferale bd 1 CHOOSE PROMPT TYPES 2 SELECT SURVEY VOICE Sen Ele Native X JJ L aS z Choose you do ret reed e Quostion 2 response fiom the caber OR P to record a prefaco to your Prompt queston Q9 c eje 7 l 6 m 8 C intom mir Plaz Record Fle Erase 3 Choose you wart to relay S ctipt dota to your coles vatinout or betore gel ng a response Picate conzidos which of owr store locations you visit most often 14 de For ou Rese Hill location prose 1 15 Question 7 7 For our Lakeside location press 2 16 Choose d you went a For ow Downtown location press 3 a sesponse liom yout celier 12 20 2 Repeat Insuuctons 7 23 Choose E you wart o ehodtos 24 version of your question 25 repeated when cales does not respond wg S B 8 8 1 Select Survey Add a survey which will automatically create a new survey and database to your specifications or allow you to choose an already existing survey for editing 2 Select System Voice Select the voice you would like to hear speaking greeting
175. py button Moving a Survey 1 Follow the instructions in Copying a Survey above to move the survey to anew location 2 Delete the original survey Surveys Ot WA State LEAD 02 Car Survey 03 Seeing Eye Survey 04 Seeing Eye Part 2 05 Demo Survey Cable 06 JackCar 11 Grocery Store l 21 PizzaDelivery 22 PizzaDineiwn 23 PizzaCanyout 24 PizzaSatisfaction 53 RetrieveAll 56 TUPTIUJ 57 TOPT203 90 test 91 Sample Randomizer 95 Sample Lead Duectory U NProgramD ata T ele5 age vr Copy gt gt Delete Rename Surveys Directory cisurvepsibaved Home Browse Browse Exit Renaming a Survey 1 Select the survey you wish to rename and click Rename 2 A dialog will warn you that if you rename a survey other surveys currently routing to that survey if any will not route properly Click OK if you want to continue renaming your survey 3 Follow the prompts which will ask you to enter a new survey ID first and then to enter a new name for your survey You do not need to change the survey ID in order to change the survey s name Survey Power Editor Advanced Custom only SmartQ s Survey Power Editor enables the survey designer to change entire surveys with only a few clicks ofthe mouse To open the Survey Power Editor go to the Survey Design screen and select Survey gt Power Edit Survey Select the survey to edit fromthe top left pull down menu Let
176. r 1 You cannot combine the elements in other ways you cannot add a date to a date To subtract a number of months weeks etc from a date add a negative number 11 14 2012 WEEKS 2 results in the date 10 31 2012 WARNING You must preceed time operators by a space because they begin with a plus or minus which could also be read as operators themselves Logic Operators Example Logic Operators Your first item age includes the question Please enter your age You want to route callers to different questions based on their ages If you want to route callers starting with the subsequent question you can use the Routing tab as usual However let s say you want to route callers based on that question but not until later in the survey You ask the age then you have a set of questions you want everyone to answer then you route to a particular set of questions for those under 15 and another set of questions forthose 15 and over 1 Insert or create a new item called age_calc at the point where you want to begin routing callers Select Select Item Type gt Calculate On the B Res ponding tab click the Formula Builder button The Formula Builder window will appear Click the Advanced button Build the formula Seo e IF Sage lt 15 THEN 0 ELSE 1 ENDIF TIP How to build the formula IF lt THEN ELSE and ENDIF are Logic Operators Sage is under Response Va
177. r database easily from the Standard Dialer 1 Clickthe Define Jobs button to open the Dialer Jobs screen 2 Clickthe Open Database button in the Phone Number Database section This will open the database and table selected in the pull down menus above Viewing Survey Results The responses to your survey are stored in the Result column ofthe response database just as responses to an in bound survey The results are viewable fromthe Data screen Please see the Viewing Data section in Chapter 8 Result Values The Result column can contain one ofthe following values and corresponding titles Vale Tile Notes o 01 Stopped The dial job was manually cancelled or pre empted by another job in the middle ofthe call 02 No dial tone Dialer was not able to dial out due to lack of dial tone or loop current on the line Operator intercept Rising tri tone signal was detected 04 Busy Busy cadence typically 5 second on 5 second off was detected SmartQ 5 2 Manual 117 i Only silence was detected for 7 5 seconds after dialing was completed 06002 No answer Maximum waiting period for ans wer exceeded Live person Salutation was shorter than or equal to setting 0 Fax For future implementation Answering machine Salutation was longer than setting Survey completed A survey was finished the item designated as the completion item has a response The error message should explain the error This is typic
178. r the mouse above individual fields or buttons SmartQ 5 2 Manual 54 Data Management Colors SmartQ allows you to customize colors of fields to make it easier to scan the screen visually You can set colors to differentiate e Built in call statistics e Lead survey fields e Response survey fields e Fields that aren t part of this survey Manually Entering Data You may want to enter data by hand ifyou have a pencil and paper version of your survey that needs to be compiled with the rest ofthe surveys collected by SmartQ 1 Make sure you are viewing the 99eeseww 2 ces View 3 Golet Reseed emm Data screen if not click the Data A i Dota sedi e PI Dedem Recd Sent button Rezponze Databara C ProgiamData TeleSageVwiigeocey mdb Rurponee Table greomp SSS RECORDNUMBER 1 2 Inthe Select Survey pull down tapont E menu select a survey cmd cu 3 Goto the Preferences pull down t bwAwE 36 Sample Lead menu and check Allow Editing of Data ead 11 Grocer Store s RESPMINS 4 To enter a new record click the CALLED New Record button DIDOIGITS 5 Type the information in the appropriate fields ind dii Inzuit checkout servie rose hl chido e used hb mhian TIP The record number call port call date present date and call time present time automatically appear in the first four fields When manually entering a survey you may want the call date
179. re F Sscore TIP How to build the formula score is under Response Value e is a Math Operator e F is a Prefix Operator 23 When you are finished using Advanced Formula Builder click Save 24 Click OK in the Formula Builder window to close it SmartQ 5 2 Manual 88 Advanced Topics Setting up Retrieval of Data for Calculations Using Formula Builder within Retrieve The first item in your lead survey asks for an identification number and is called id The response survey contains a question called concern It asks the following question Which ofthe following issues is ofthe greatest concern to you in this election right now Press 1 for Healthcare or 2 for the Economy You want callers to be routed based on their answer to concern unless they have already taken the survey SmartQ can look up the id ofthe caller and see if it is already in the database If it is you can route the caller to a different set of questions 1 Insert orcreate an item in the response survey Name it id retrieve Select Select Item Type gt Retrieve Select the B Responding tab Under 1 Retrieve Only Where use the pull down menu to select id Use the nex pull down menu to select then select Current Call Data Select 2 Route Using gt Other Value or Formula Click the Formula Builder button Click the Advanced button Build the formula O AONnoa PHN concern id retrieve TIP How to build the formu
180. reate a new item called store calc Select Select Item Type gt Calculate On the B Responding tab click the Formula Builder button The Formula Builder window will appear Click the Advanced button Select Response Value gt location the item name will only appear if it has already been created SmartQ will automatically enter your selection into the formula boxat the top of the screen oP OD gt 6 When you are finished using Advanced Formula Builder click Save 7 Click OK in the Formula Builder window to close it 8 You can now route callers based on their answers using the C Routing tab Text or Number If you want to enter text or numbers enter them into the Text or Number Text or Number fi 2 gt boxand click the gt button to enter it This is the only exception to the AS pull down menu format SmartQ will automatically add quotes to anything you enter into the Text or Number box unless it is a number which does not require quotes TIP It is important to use this box instead of just inserting the cursor and typing in the formula box because SmartQ will add the proper syntax such as quotes to make your formula work correctly Example One of your previously created items named visits asks how many times the caller visits a clinic in a typical month You wish to multiply the answer to this itemby 12 to get an idea of how many times they visit in a year Insert or create a new item called visit ca
181. rly Click the OK button to return to the Advanced Formula Builder window Result fi 23456 Quick Reference Guide to Symbols in Formula Builder Math Operator Place a between the numbers you 12345 100 wish to subtract Result 12245 Math Operator Divides and retains only the 12345 100 remainder modulus operator Result 45 12345 100 is 123 with a Place between a number and remainder of 45 the number you wish to divide by amp Text Operator Concatenates numbers joins them Let concatenation operator together as text Result 11 Place amp between two values you wish to string together Sconcern amp Sbudget Logic Used to affect order of execution 3 2 Operators Values are resolved in innermost Parentheses parentheses first Result 4 not 0 j Math Operator Place a between the numbers 12345 100 you wish to multiply SmartQ 5 2 Manual 78 Advanced Topics Formula Builder Math Operator Integer division place a between the numbers you wish to divide F P Refers to the first or most recent F score previous survey value Enter F followed by the Item you want from the first survey or P for the previous survey first and previous call operators P SCALLDATE Math Operator Place a between the numbers 12345 100 you wish to add Result 12445 41 14 2002 Add a date and an integer to find a date Enter a number or
182. rmatted as ANI DNIS Check this checkbox SmartQ will parse the signal and save the ANI caller ID and the DNIS dialed number separately for you Initialize Pick Up Ring Hang Up Drop These are the robbed bit signaling parameters If your system doesn t answer or dial out call TeleSage for help with these settings SmartQ 5 2 Manual 4 Outbound Call Progress In order to set the Outbound Call Progress parameters properly you should have a basic understanding of how SmartQ determines the results ofa dialout operation 1 The dialer goes off hook dials a number and listens 2 The dialer establishes a cadence for the ring signal and then times the duration ofthe first sound that does not fit the pattern ofthe ring signal This is called the salutation It is either the words ofthe person or machine answering the phone or some other signal generated by the phone system 3 When establishing the cadence ofthe ring signal SmartQ can detect rising tri tone operator intercept and busy signals You can change the parameters used in the algorithmthat guesses who is answering the phone The duration of the salutation is used to determine whether a person an answering machine or voice mail answered the phone the assumption is that a person answering will say one or two words while a machine will deliver a much longer greeting Live Person Max Hello Length is the maximum number of seconds it is assumed that a live person rathe
183. ropriate selections on the Recording I s Voice Selection aul ici x Res ponding and Routing tabs depending on whether you are asking the caller for a language selection looking it up in a table CS etc 3 Select the Recording tab and select 2 SELECT SURVEY 1 System Voice VOICE gt ADD EDIT SURVEY VOICE 3 German al i Add Edit 4 Choose the item from the Voice Selection Item pulldown gt Survey Voice menu Otto 5 The Voice Selection Response list will be empty initially You Add Remove will need to add the possible numeric outcomes to the list and associate each one with a survey voice 6 Press the Add button in the bottom left corner Loa Remove 7 The Add Voice Selection dialog box will prompt you for a numeric value Enter a value 8 That value will appear in the Voice Selection Response list 9 Select the value and then select a voice fromthe Survey Voice pulldown menu to associate with it This is the voice that will be chosen ifthis value is the result ofthe item SmartQ 5 2 Manual 65 Advanced Topics Formula Builder Overview After your call information is collected it is likely that you will analyze the data in another program However you can also make calculations from within SmartQ Formula Builder helps to score questions collect the right data to read it back to callers route answers based on calculations and more There are three places in SmartQ where you will use Formula Buil
184. rt up both computers 17 If SmartQ starts on computer A ignore any errors and close the SmartQ program Computer B may invoke the Found New Hardware wizard If this occurs A Click Next on the Welcome to the Found New Hardware W izard dialog box B Select Search for a suitable driver for my device recommended and click Next C Select Specify a location and click Next D Click Browse and navigate to or enter by typing c Nprogram filesNdialogicNdrvrNdlgcsram nt4 inf Click OK E In the Driver Files Search results dialog box verify that the file d1gcsram nt4 inf was found by Windows as a driver for the new device 18 The next dialog is labeled Completing the Found New Hardware Wizard Click Finish 19 Open Dialogic Configuration Manager by selecting Start gt Programs gt Intel Dialogic System Software gt Configuration Manager DCM 20 It will detect the voice board 21 Within DCM select Service gt StartUp Mode gt Automatic 22 Start the Dialogic service 23 Plug in the phone lines If you have a T 1 it will take 15 seconds before the light that was red on the board itself should tum green Step 4 Transfer files from A to B 24 Make sure that TeleSage SmartQ is not running on either computer 25 Copy files from computer A to the corresponding locations on computer B For Windows 7 C WinNT vvoice32 ini C Program Files Telesage C ProgramData Telesage Ivr C ProgramData Telesage Ivr Data
185. rthan a pre recorded message would speak before stopping and waiting for a response Timeout for Dial For Recording is how long SmartQ will wait for a call to be answered and an audio response to be registered after you press the Connect button Max Nonsilence to Ignore is used to filter out clicks beeps etc Any sound of duration shorter than this time measured in 100ths ofa second will be ignored If you suspect that your phone line is carrying extraneous sounds longer than this setting increase the value e Answer Deglitch is used to account for the normal breaks in the stream of speech such as between words or during plosive consonants like t or k The default of 50 measured in 100ths ofa second will allow a half second break without considering the greeting terminated If you think you are receiving longer breaks for example between a voice mail tone and the beginning ofa greeting increase the setting Time Allowed for Ans wer is the length of time measured in 100ths ofa second allowed between beginning of dial out and the end ofthe salutation The Time Allowed for Answer setting in the Dialer job definition also supplies this parameter in operation the actual time permitted is whichever ofthese two is shorter Ifthe sound assumed to be the salutation lasts longer than this time SmartQ hangs up Max Time Between Rings is the length of time measured in 100ths ofa second the dialer will wait between ringbacks
186. ry schedule different jobs for different time zones All times refer to the real time clock on your PC SmartQ 5 2 Manual 110 The Standard Dialer Creating a Job Step 4 Set Dialing Specifications You can specify settings for your Dialer Job such as which survey to administer Dialing Specifications and how to dial out of your phone system Dialing Pret s 7 Enter any prefix your phone systemrequires to dial out such as 9 in the E E Dialing Prefixbox Ifallthe numbers in your database are in the same area gt lt i code you can leave out the area code in the database and enter it here in the p Reup unanswered 37 times Dialing Prefix boxinstead Ifyou need a prefixto dial out and you also wish to A da bacon use an area code simply separate with a comma example 9 206 16 Survey A 8 In the Time Allowed for Answer box enter the number of seconds you e would like the Standard Dialer to try each number Ifno busy signal answering machine or live person is obtained the Standard Dialer will continue to ring for the number of seconds you enter here 19 Dialer Survey 20 Cuttemer Salisfacti 21 Retesral Source 22 Survey D 18 Survey C 9 You may want the Standard Dialer to redial phone numbers that initially return busy orunanswered results Check the boxnext to Retry busy numbers and or Retry unanswered numbers and then use the pull down menu to select the number oftimes you would like the Standard Dialer to
187. ry to retrieve the counts associated with each cohort fromthe randomization database the counts query and an SQL query that updates the randomization database with the cohort assignments the assignment query Randomization Database The randomization database must have fields for e a SubjectID e the cohort assigned e a field for each qualification SmartQ 5 2 Manual 132 Urn Randomization Counts Query The counts query returns the cohort name in the first column Each of the other columns must represent the count of subjects having that qualification Each possible answer to a qualification question merits a column For example if you are randomizing based on whether the subject is employed you would need two columns for the number that are employed and for the number that are not This way you will get balancing of those who don t have a qualification as well as the number that do This is easy to understand if you consider a qualification like gender you wouldn t want to only balance one gender and leave the other to chance e Every possible group must have a row Ifthere are no subjects assigned to that group the other field values will be 0 e First field is the group name not an ID e The order of the fields after the first field matters They must be the qualification counts in a consistent order Within the SmartQ survey you ask the qualification questions and then invoke the randomization This is done with a Customi
188. s You can select as many items as you want or unselect items you do not want If you wish to clear all the checked boxes and start selecting again click the Clear Selections button 8 Once you have selected all the items you would like to group select the Fixed Random or Rotating option depending on how you want the group to behave 9 Clickon the Routing tab 10 Each itemin the group routes back to the group The group itemitself has the routing logic to decide when the group items can all be considered completed 11 Decide how to route your caller once the questions in the group have been completed and complete the routing options appropriately NOTE Items in the group may also route to follow up questions which then could route back to the group You could alternatively have routing logic that in some cases never routes back to finishing the group Recording Prompts for a Group You can record Introduce and Inform prompts if you have Group selected as the Item Type The procedure for writing in the script and recording the prompt on the Recording tab is exactly the same as prompts for any ofthe Query itemtypes If you record a prompt it will be played before each itemin the group is played This may be useful if for example you have a set of five questions with the same instructions You may also want these five questions to be presented in a random order First record each of your five questions as separate items record
189. s You may want to create a query specifically for your Dialer Job The Standard Dialer Query Builder allows you to create Microsoft Access queries easily Building A Query 1 Select Add Modify Query fromthe Table or Query pull down menu on the Dialer Jobs screen This will open the Query Builder 2 Select your table fromthe pull down menu ON ras AAA 3 Select Query Name gt Add New Query eium Ipomea orcos nd zi 4 Adialog boxwillappear Enter a name into the Query Name eee RR field When you are finished click OK Phone Field Qustomors gt 5 Make a selection fromthe Category pull down menu You will Result Field E i vulc To vJ use this field to filter or sort your data Open Database Reset Busy Numbers 6 Fromthe list on the right select the values to include in your ys Peseta Answers filter The Standard Dialer will call only the phone numbers Reset all when dene Feret Machine Answers that correspond to the values you select here To select multiple values hold down the Control key To select all the values click the Select All button To clear your selection s click the Clear All button SmartQ 5 2 Manual 121 7 Click Save to save the query and return to the Dialer Jobs screen Example You have a table named Customers that contains all your customers but you only want to reach those within your tri state area 1 Select Table or Query gt Add Modify Query 2 When Query Builder opens selec
190. s numbers error messages and other prompts that are not part of your survey script 3 Select Item Create and name items for each question you would like the system to ask or calculations you would like it to perform As you set up items SmartQ automatically creates corresponding database fields in Microsoft Access 4 Select Item Type For each item highlighted in Select Item tell SmartQ what type of itemit is Options include query items calculation items data retrieval items and more 5 Construct Item A Recording tab Record prompts for each item B Responding tab Indicate valid responses or set up calculate or retrieve formulas according to the item type C Routing tab Route answers to other items or surveys Step 1 Select Survey 1 Select Select Survey gt Add New Survey 2 A dialog box will appear where you can set the following options A NewSurvey e Type or select a 2 digit ID for the survey SmartQ 5 2 Manual 14 Survey Design Creating New Surveys and Items Type a name for the survey B Select one option for New Survey Format e Select the New blank survey option if you are adding your first survey to SmartQ or if the survey you will be making is completely different from all other surveys in your system e Select the Copy existing survey option if you want to make a survey that is very similar to a survey that already exists and you simply wish to make a few minor changes Use the pull down menu t
191. s generate tofax files then a file with the suffix tofax will be generated at the end of each call whose contents is two lines the names of all fields and the values of responses Leave this SmartQ 5 2 Manual 130 Advanced Survey Settings unchecked unless you have TeleSage SendQ If you have purchased the Voice Recognition feature you can turn it on and off for this survey by checking or unchecking This survey uses Voice Recognition IMPORTANT If you check this fora survey whose prompts have not been designed for voice recognition your callers may experience unexpected results if they speak during the survey System wide settings Minimum open end message length contains the size in bytes of the smallest file the system will record from open end queries If the recorded response is smaller than this setting the system will not keep the file Maximum duration in seconds Item is the maximum length of time that SmartQ allows a single itemto last It is assumed that an item that lasts longer than this has a problemand will be terminated This prevents SmartQ s phone lines frombeing tied up indefinitely Maximum duration in seconds Survey is the maximum length of time that SmartQ allows a session with a single survey to last It is assumed that a session that lasts longer than this has a problem and will be terminated This prevents SmartQ s phone lines from being tied up indefinitely Maximum duration in seconds
192. s look at a sample version of the Car Survey from Chapter 5 View By Settings 1 On the right side of the screen in the Basic Settings list click Valid Keys You will see a list of all items in your survey and their respective Valid Keys settings if any 2 Click on the checkboxes of items you will be changing Here we have selected happy and accident 3 Thecurrent setting of Valid Keys is 1 2 To change this setting enter the desired setting into the field above the items Here we will enter 1 2 3 5 9 Click Apply to Selected Items This enables callers to press 1 2 3 5 or 9 when answering the happy and accident items during the survey SmartQ 5 2 Manual 101 Select Survey T Show only unlocked tens 104 Car Survey Shewa non deloault settings Toae Selected Items 7 Shew andy ilum bpp Now Volos Apply to Selected pore Got Curent Setting query Digits l Select All Deselect AM inver Selection 12 355 Basio Seftings GeBack kaye repair Y accident 1 2 Ua Branching Data branch min Data branch mas Formule Pause keys Min Input Digite Max input Digite Aeect 1nwallat Conf Digits Ben Type Geoup Liet Script ini Ad 15 5 Fiegeratt Instruction Sewce 3 Hetoy Cortese Hem Hadmy Crtene Fomula Hector Branch Fomula Tranaiate Value Conlum Meaning Malen SasgDataAsMeaning Fi etrierwes Conditional Remove Seance Retrieve Features Reme apl me tm Alben Rewew Open Ends Opes E
193. s number 99 9 etc for retrieval of the open end responses 1 Add an itemto your open end response survey Call it password 2 On the Recording tab record a prompt such as Enter your password now followed by the pound sign 3 On the Responding tab enter the Minimum and Maximum Number of Digits remembering to include an extra digit for the pound sign 4 Check Reject Invalid Response and list all the passwords distributed as Valid Choices 5 Route all responses to next item or route individuals based on passwords if you wish Retrieving Responses from More than one Survey You must set up separate items if you want to retrieve open end responses from more than one survey If you have different groups of people who are calling and who need to hear different responses from different surveys or different items from the same survey simply route these callers to multiple items set up to retrieve open end responses For example in the survey outlined above some staff members might be monitoring the responses from Site 01 and others might be calling for Site 02 You can repeat this process foras many different response surveys as you wish 1 Add New Survey Name the survey something that will remind you of its purpose such as RetrieveOpenEnd 2 Add an item Name it Site Choice On the Recording Tab record a prompt such as Please enter the Site ID of your institution such as 01 or 02 Select the Res
194. s remain in use until the conversation is finished Number of DNIS Digits Set to the number of DNIS digits that your T 1 delivers DNIS is normally the phone number a caller dials to reach your IVR A T 1 can be programmed to deliver all 10 digits or just the first 4 or 5 1 Port Settings 4 uboudCalPiogess S Number of Lines ly gt Live Person Max Hello Length ns Rings Before Answering Max OGM Length Sec 15 15 Dffhook delay Sec 0 OGM Ending Pause Length Sec 1 5 1 5 OGM E ndesg Boop Frequency Hz 1400 1409 ARA Teva for Viator osorno ES Analog C 11SDN Use Perlecilall F T AMI DA C T ISON Max Monzilence To Ignore higitch cs 19 13 Answer Deglitch ansedgt cs 50 50 Time Allowed for Answer noanswer cs 3000 3000 Max Time Between Rings maxintenng ce 750 750 3 sinaing 0 5 Phone lines provide hangup gt 7 Outbound Calles ID Overnde Traneiar type a Hookflash nd ere nce Expect Wink after Pickus E Numbes of DID Digite 5 Time to waa lor Wink 5ec Z U Po Got DID digits after pickup I Time between Pickup and Dial Sec 1 5 ms Minimum Onbook bclwcen Calls Scc 1 9 no Ine MF dialing 9 Enclose dialstring with and H x El 1 Hangup Fax Dialogsc DCM Detection Cancel T 1 with AMI D4 T1 ISDN El ISDN Get ANI DNIS after pickup If you have an AMI D4 T 1 ask your T 1 provider to setup ANI amp DNIS as DTMF digits after SmartQ goes off hook Digits should be fo
195. screen The following sections describe the settings when your choices are Query Digits and Query Alphanumeric which are the most common choices Valid Response Length Valid Response Length allows you to specify how many digits you will accept froma caller Fill in the correct number of digits under Minimum Number of Digits or Characters and Maximum Number of Digits or Characters The default is 1 for Minimum Number of Digits and 1 for Maximum Number of Digits which will accept an answer containing just one digit 0 9 You can change this so SmartQ will accept answers with multiple digits 55 7 00924 etc Example 1 Were you satisfied with our customer service Press 1 for yes 2 for no In this example both minimum and maximum digits are set to 1 The numbers 1 and 2 can be set as valid choices to further restrict what answers are accepted Example 2 Please enter the number of paid hours you work during a typical work day In this example the lowest possible answer is 0 a 1 digit answer and the highest is 24 a 2 digit answer Therefore our minimum number of digits is 1 and maximum is 2 Example 3 Please enter the five digit code that appears on the upper left hand comer ofthe materials mailed to you In this example the smallest and largest answer should both have 5 digits Therefore the minimum and maximum number of digits are both set to 5 SmartQ will wait for 5 digits before entering the data into the
196. sed by Advanced Dialer applications in conjunction with GetCalls and Update queries A Status list is compiled to indicate when or whether a call should be made Then a table is created to control how a call that originates in each Status record should be updated based on the Result ofthe call The final Status is determined based on the initial Status combined with the data retrieved from the survey the Result SmartQ 5 2 Manual 126 Advanced Dialer The Result is the response to an item in a survey The simplest example is to make a Calculation item through the Survey Designer called Result with a formula of 1 The Result item can be named anything you like Using Transitions 1 Create an itemnamed Result or something similar in the survey in Survey Setup Designer Include a formula that contains information you want as factors in the A Job Definitions Status determination Make sure your survey routes to this item 2 Click on Survey Result Items and identify your survey s item which will act ir ou as a Result ofthe call for this survey V Log activity t file 3 Define Status transitions for all possible Results and initial statuses To access this screen click on Job Definitions fromthe Advanced Dialer window select Use Status Transition Table and then click on Details 4 This will bring up the transition table The Result can be any Wives Taro Campa G number a blank or ERROR You
197. signal during those times Depending on the type of surveys you run this is not necessarily a problem If SmartQ mostly makes outbound calls having all lines busy is efficient However if you do not want to alienate callers with a busy signal perhaps you require additional capacity In any case the call statistics are yet another useful way to monitor your surveys Maximizing SmartQ uptime The ability of SmartQ to work when you are away is one of its primary functions Below are some tips to maximize the uptime of SmartQ 1 Minimize the chance of power failure Ifyour building has emergency backup power on certain circuits use one of those circuits for SmartQ e Use a UPS Uninterruptible Power Source for SmartQ These typically provide backup power for about 30 minutes By keeping SmartQ running you will avoid the delays associated with restarting the computer loading the drivers and restarting SmartQ 2 Configure SmartQ to start when power is restored to the computer e Adjust the BIOS setting on the computer so that it powers on automatically when it is plugged in Set Windows to Auto Logon but beware that this may require disabling some passwords Set SmartQ to run automatically Place a shortcut to Start IVR SEND EXE located in the TeleSage Ivr folder in Windows 7 or the TeleSage folder in Windows XP in the Startup folder typically C Users Windows Username AppData Roaming Microsoft Windows Start Menu Programs Startup
198. specify a custom Destination Filename and Destination Folder for the exported XML file The Destination Folder can be either a local or a network drive Be sure to choose a file naming convention that yields unique filenames unlike the text file export function SmartQ will overwrite an existing XML file The filename must end with XML The format of the XML output is controlled by a saved XML format file There is one of these files per survey with extension exm A default file is created automatically when you first enable XML export for a survey When you click Edit XML Format the file will be opened for you in Notepad This file provides a template for the contents of your output files Insert a SmartQ formula enclosed in curly braces in each place where you need to insert a survey response or other conditionaltext These formulas are evaluated when SmartQ writes the output file so that the appropriate values are filled in The curly braces themselves will not be included in the output Export Existing Data You can have the data collected fromcalls exported in XML format at any time When you click Export Existing Data on the Auto Export screen you will be prompted for a starting and ending date All calls completed during that date range inclusive of both start and end will be exported to XML files NOTE When you export existing data XML filenames are calculated at the time of export This means that the current date or time will
199. specify these transition rules as Suveris cenidered complete il designated iem has a response discussed in the example below 1 Gros Se pra J 5 fasole a ams Example 50 Song Mospon En 7 tose MI ed 38 Hist ica Your survey calls people in the morning on their birthday and asks them 10 fiure ifthey would like flowers delivered to their house Ifthey do not answer pas in the morning your survey tries again in the afternoon If they answer no either time your survey does not call again Ifthe answer is yes either time your survey calls the flower shop and orders flowers This can be implemented using two surveys We will name them 01 Happy Birthday and 02 Order Flowers This example assumes that other items have already been created for the contents of the surveys The Result item in the Happy Birthday survey would be an item called Want Flowers This item will be a press 1 for yes press 2 forno question Cam ox The Order Flowers survey will also have a Result item which we will call Order Confirmed This item will have a script asking Press 1 to confirm that your order was received and press 2 if your order was not received It is now time to set up the transition table We need to define every possible outcome within your survey and to assign a number to each outcome These are the possible states of this survey 0 Do Not Call 1 Try in the morning would come through GetCalls query
200. ss certain data from your database If you right click on any field in your database you will be presented with the option Don t Configuration gt Write to Database Ifyou choose this option SmartQ will withhold any new data entries into that field until you specify otherwise Your pre existing data will remain intact and you can resume writing that data to the database at any time by right clicking a field that has been suppressed and selecting Write to Database You might choose this option for fields which are only used for intermediary calculations or for conditional branches in your survey logic Moving Fields To rearrange your Data screen fields simply drag and drop fields to change their order This affects only the Data screen itself it does not actually alter the arrangement of fields in your database nor does it affect your other surveys TIP Arrange fields in your Data screen for easy analysis of data This keeps you from spending time searching for a select few fields when viewing data For example if you have three separate items in your survey that relate to customer service and the rest relate to product features bring the three items together in order to find them quickly SmartQ 5 2 Manual 58 Advanced Topics Group Advanced Topics Group Overview A group is an itemtype that consists ofa collection of items Defining a group is particularly useful if you wish to randomize questions in your survey There are
201. st be Result 0 i tes Re 15 INLIST 9 10 14 15 99 Result 1 Bean INLIST Ant Be Bz Result 1 INSTRING INFILE Text Operators Search for a string in a string file 123 INSTRING 23 search operators orrange Returns for true 0 for Result false Place the operator between the string to be searched and the string to find test INFILE myfile txt Result 1iffound 0 if not INRANGE Text Operator Place INRANGE between a S INRANGE 1 5 constant and a range or between two ranges Result will be 1 if the first parameter is entirely within the range of the second parameter Result 1 1 5 INRANGE 4 10 Result 0 ISALPHA ISNUMERIC Text Operators Used to check ifa string contains test ISALPHA only alpha or only numeric characters Place ISALPHA or Result 1 ISNUMERIC after a string to be checked Returns 1 for true 0 for false Alpha means upper or lower case letters including intemational letters but not space numbers or punctuation test ISNUMERIC Result 0 ISFILE Text Operator Search for a file on the hard disk or C WINNT ISFILE network Returns 1 if found 0 if not found If path is a directory it must have a trailing backslash winnt Returns 1 if it contains files 0 if empty or not found C WINNT ISFILE Result 1 because files exist within c Result 0 because folder does not end with trailing backslash C MyFile txt ISFILE Result 1
202. st took this survey one month ago Enter 1 for yes 2 for no 13 Click on the Apply Nowbutton SmartQ 5 2 Manual 89 Advanced Topics Setting up Retrieval of Open End Responses Overview If you have created open end responses items in your response surveys there are two methods for enabling users to listen and transcribe them e Data Screen the user has direct use of the computer on which the database is stored and plays back messages using SmartQ e Telephone Play back the user s call in fromremote locations and listen to the messages played back to them The advantages of each type of access and play back are described below Allows saving deleting and flagging messages for priority Must be heard at the Can be heard from any touchtone computer where SmartQ is telephone installed Can see data in context with Can be configured to present a filtered the rest of the response subset of the messages such as data for that call comments only from certain sites Can transcribe calls and Hands free message presentation save text directly to database Can be set up with password protection IMPORTANT SmartQ will discard messages that contain only silence Listen to Open End Responses Data Screen 1 Clickon the Data button to view the Data Screen comes 2 Select the survey with the open end responses you wish to hear 3 Allofthe items in your survey should appear on the screen with their SmartQ 5 2
203. t Phone Number Database Choose the database table and fields where your phone numbers and results are stored 3 Set Dialing Specifications Specify how to dial out which survey to give and what to do in case ofa busy signal no answer or an answering machine 4 Set Job Schedule Choose the times and days ofthe week that your job will run 5 Set Job Quotas Specify whether the Standard Dialer should dialall ofthe numbers in your database or only numbers that meet certain requirements DII Ney imm ore n To dish o oim nh EP At any time you can click OK to save changes and return to the Dialer or Job Schedule screen e Click Cancel to return to the Dialer Job Schedule screen without nus ee saving changes bgentmes Gcemticnncnes e Click Apply to save changes and continue working in the Dialer pu lt Jobs screen 5 Sp dc eti e Click Refresh to add any new databases tables fields orsurveys oi to the pull down menus Je SmartQ 5 2 Manual 109 Step 1 Select Job 1 Select Select Job gt Add New Dial Job You can also click the New Dial Job E x Add Job button Evie roe due rama E 2 A dialog box will ask you to enter a name for your job When Cancel you are finished click OK Remal Reminder Step 2 Select Phone Number Database 3 You will need to create a database and a table that contains your set ofphone numbers This database must be located in the sam
204. t Table gt Customers 3 Select Query Name gt Add New Query 4 When the dialog box appears enter a name for your query such as TriStateQuery 5 Select the field that contains the customer s state fromthe Category pull down menu Query Builder Selected Database Database MainCompanyDataba Design Query Select Values to Include Table Customers y Query Name TristateQuey y StateOrProvince v Category xi 6 The list of values contained in the StateOrProvince field will appear in the boxon the right Hold down the Control key and select the three states in the tri state area 7 Click Save to return to the previous screen SmartQ 5 2 Manual 122 Advanced Dialer Advanced Dialer Introduction The Advanced Dialer will link to the contents of any database and follow complex rules for dialing out using the data there You might think of the Advanced Dialer as a complex control system whose behavior is determined by SQL statements and the contents ofa database By defining SQL queries you can control which survey is given to each caller and how each survey defines the result to return to your database Allof these settings are saved as a job and you can have as many jobs as you wish on your system Potential uses include e Triggering calls according to a condition in a database such as a service coming due e Allowing callers to specify when they would like to receive the ne
205. t surveys because there will be a value of 1 in the database field ifthe Retrieve item was successful If SmartQ does not find any information because either no previous survey exists or the caller did not answer any ofthe questions you wished to match a value of 0 will be stored in the database field The survey information will not be available for later routing or calculations The values 1 and 0 are especially important for routing as you will see in the following instructions TIP Once you retrieve data from a previous survey that information can be used for all subsequent calculations in the current survey SmartQ 5 2 Manual 86 Advanced Topics Setting up Retrieval of Data for Calculations 1 Create or insert an item 2 Select Select Item Type gt Retrieve 3 Select the B Responding tab 4 Click Retrieve Data for Calculations 5 In the first column under Retrieve only where tell SmartQ what field to look at when searching through past surveys 6 Select Current Call Data to look for past surveys with the same field entry as the current caller For instance if you always want to bring up the current caller s most recent survey you would specify ID or code the item containing Retrieve Information from Previous Surveys RESPONSES TO RETRIEVE Data for Calculations C Spoken Responses C Resume Incomplete Survev RETRIEVAL SETTINGS 1 Retrieve only where optional Poy Current Call Data C Other Value
206. t the 1 happy item in the Select Item box 1 and 2 should be marked as Valid Route 1 to Endand 2 to Next Item 39 Select 2 repair item Enter 1 for Min and 10 for Max and route to End 40 In a new row enter 11 for Min and 99 for Max and select Item Number 41 Select Specific Destination gt 3 accident In this case routing to Next Item would have accomplished the exact same result Routing to a specific item number is preferable if you are likely to modify the survey later VALID RESPONSE LENGTH Minimum Number of Digits fr Maximum Number of Digits fr QUESTION TIMING Allow response during question lv Time allowed for response seconds 5 Time before repeating question seconds o Maximum number of tries question cycles o VALIDATE RESPONSE Reject Invalid Response v Valid Choices p L Translate Response I Skip Item if formula result is 1 5 Construct Heec hares READ BACK TO CALLER Don t Confirm ie Confirm Input E Read As Characters Confirm Meaning C r SPECIAL TOUCHTONES optional Return to Previous Item Repeat Current Item Skip to Next Item Pause Survey Help Skip Destination Item Formula Builder g A Recados B Responde C House TO OATONE Roure TO 42 For the 3 accident itemroute 1 to Endand 2 to End Click the Apply Now button at the bottomright ofthe screen Setting Special Touchtones Copying Se
207. t will have their own recorded prompts to reflect differences in pronunciation NOTE You can record a system woice in any language you d like the limitation is that the grammar rules will follow one of the built in languages For example some languages parse 24 as four and twenty while others parse it as twenty four You can only choose from these language rules not change them or add to them Default System Voice The default system voice is the voice that will be used until it is changed by a voice E Select Default System Voice selection item You can choose the default system voice for any particular survey by Amer English femsle making a selection from the 2 Select Default System Voice pulldown menu on the E cv Survey Design screen mere Xr mum SyateaYoicel Recording a System Voice Follow these steps to create a new system voice 1 Select 2 Select Default System A imni Voice gt ADD EDIT SYSTEM VOICES SAP T Syxtem Voice 1 T Englixh x 2 The Record System Voice dialog box da will appear It functions similarly to the 77 ir Recording tab on the Survey Design A ene screen vc gt three z 3 Select the system voice you d like to tour Play work on from the Select System Voice five menu if you want to create a new system seven voice select ADD SYSTEM VOICE eight Me 4 Select the prompt you d like to create far gt eleven twelve Play v or
208. te a new lead survey even if you are not yet ready to set it up Check the Lead Survey checkbox 4 Create the first response survey and immediately associate it with the lead survey in the Multiple Lead Surveys screen by clicking the Multiple button again This will ensure that no fields fromthe default lead survey are created in your response survey s database 5 Create any additional response surveys and associate them with the appropriate lead survey 6 Create items record prompts set calculations routing etc forthe lead and response surveys 7T Click the Multiple button again to assign ports or DNIS numbers to route callers to your new surveys DNIS DNIS Dialed Number Identification Service is a service provided with T 1 lines It allows the T 1 carrier to indicate what phone number was dialed by the caller to reach your IVR system Thus you can have several distinct phone numbers all answered by the same pool of IVR lines and SmartQ will know which survey to use for each caller by checking which phone number they dialed i9 Enable Muftigle Load Servoys Roste by Pet Dus Ro imbsumd toting Sedect Lead Survey Avegros Parts Assgned Flesponse Surveys Azzign Lead v 2 d Survey Surewy te 7 Sampie Randomize gt lo zr mcind E pri S Sampin Rezp100 Es d2 TST Posts Pew 38 Sample Re p208 En 82 TST gt Cen Clear selected c resmcind Fiuzgasan Potts Sure or SmartQ 5 2 Manual 97 Routing Callers 1 You can cr
209. te the next item Name it change score 10 Select Select Item Type gt Calculate 11 On the B Responding tab click the Formula Builder button The Formula Builder window will appear 12 Click the Advanced button 13 Using Advanced Formula Builder build the formula IF F Sscore THEN 0 ELSE 1 ENDIF TIP How to build the formula IF THEN ELSE and ENDIF are Logic Operators e F is a Prefix Operator Sscore is under Response Value e 0 and 1 are entered with the Text or Number box e js entered with the Text or Number box by simply pressing the gt button e is a Logic Operator 14 When you are finished using Advanced Formula Builder click Save 15 Click OK in the Formula Builder window to close it 16 On the C Routing tab route 0 to Goodbye Route 1 to Next Item The final step is to calculate the change in score TIP F is the signal for SmartQ to look for the value of the query in the first survey rather than use the value from the current survey P is the signal for SmartQ to look for the value of the query in the most recent previous Survey 17 Insert the next item Name it calc score 18 Select Select Item Type gt Calculate 19 Under Construct Item select the B Responding tab 20 Click on the Formula Builder button to bring up Formula Builder 21 Click the Advanced button 22 Using Advanced Formula Builder build the formula sco
210. tem as follows In the Database section invoke the query of counts of those already assigned e The Database section must invoke the counts query e Inthe Variables section or in another item if that is more convenient assemble a string consisting of Is and Os that act as flags for each qualifier for the subject you want to assign Inthe Output section forthe DataValue entry put RANDOMIZESUBJECT YourCalculatedStringOfQualifierFlags You may reverse the order DataValue QualifierFlags RANDOMIZESUBJECT It is not case sensitive Example Hard coded subject flags Output DataValue RANDOMIZESUBJECT 0110 Example Calculated within this item Variables V1 IF Gender 1 THEN 1 ELSE 0 ENDIF V2 IF Gender 1 THEN O ELSE 1 ENDIF V3 IF UsesDrug 1 THEN 1 ELSE 0 ENDIF V4 IF SUsesDrug 1 THEN 0 ELSE 1 ENDIF V5 V1 amp V2 amp V3 amp V4 amp V5 Output DataValue RANDOMIZESUBJECT V5 Example Flags are assembled in an earlier item called QualifierFlags DataValue RANDOMIZESUBJECT QualifierFlags SmartQ 5 2 Manual 133 Assignment Query After the subject has been randomized in this Custom item you must save this subject to your randomization database including the Subject ID all the qualifications and any other associated non qualification data Multiple Studies or Sites
211. the Pull Down Help Feature If at any time you need assistance within SmartQ select Help gt Contents and Index You can quickly locate information using an indexor browse through topics to find what you need Getting Help in a Dialog A Tooltip is text that appears highlighted in a yellow boxto give you more information about something They appear when you point to something with the cursor of your mouse without clicking any buttons on the mouse also called hovermg To turn the Tooltip feature on or off check or uncheck the Show Tooltips checkboxon from Preferences pull down menu on the Survey Design or Data screens SmartQ 5 2 Manual Getting Started Getting Started What is SmartQ The TeleSage SmartQ product line aims to increase the efficiency and affordability of gathering and disseminating information over the telephone SmartQ do it yourself software enables you to automate solutions for your survey interview research hotline and communications needs SmartQ surveys can gather numeric or spoken information and can relay information tailored to the individual caller The results of telephone calls are instantly stored and scored in a standard database ready for analysis or automated reporting to third parties The standard SmartQ system includes a Survey Designer that makes it easy to create complexsurveys which can perform database lookups calculations and conditional branches There are optional packages you c
212. three types of groups e Fixed Start with a fixed question and continue to ask questions in a fixed order e Random Start with a random question and continue to ask questions in random order e Rotating Start with a random question but continue to ask questions in a fixed order For example you have three questions in your survey you wish to group The following chart shows the order in which the questions could appear for a given caller depending on the type of group you select Fixed Random Rotating Possible 1 2 3 1 23 1 2 3 Question Order 1 3 2 2 3 1 2 1 3 3 1 2 2 3 1 3 1 2 3 2 1 SmartQ 5 2 Manual 59 Setting up a Group 1 Ifyou are interested in placing items in a group it is easiest to setup the items qa first and then group them afterward Set up all items to be placed in the group first Query Digits as you normally would for any item Click once on the first item you wish to place in a group Click the Insert button to insert a new item Enter a name for your new item which will group the other items and click OK Select Select Item Type gt Group oo0PRON Click on the Responding tab Select Items To Include In Group vi 2 fast food vi3 take out 4 frozen dinner vi 16 times week 17 expense 19 other options 7 Under the heading Select Items To Include In Group you will see all the items in your survey Select items for your group by checking boxes to the left ofthe desired Item
213. ttings 43 Select the Responding tab 44 Select the 1 happy item from the Select Item list 45 Fill in the Special Touchtones box like the one at the right ee A For Return to Previous Item enter B For Repeat Current Item enter 0 C For Skip to Next Item enter ff D For Pause Survey enter 9 Mest em Presa Sor me C 4 7 Spoo Dei End o 9o 9 Copy Sette Tos How Apply How SPECIAL TOUCHTONES optional 46 Click the Copy Settings button at the bottom of the window Return to Previous ltem Repeat Current Item Skip to Next Item Pause Survey Help 47 A window will appear where you can select the settings you wish to copy and apply themto other Items Check the checkboxes next to Go back key s Repeat key s Skip Key s and Pause Key s 48 Hold down the Control key and click on 2 repair then 3 accident Both should be highlighted SmartQ 5 2 Manual 42 Survey Design Basic Tutorial 49 Click OK After you confirm that you wish to apply the settings to these items by responding Yes to the next dialog that appears the special touchtone settings should appear for the items you specified Call your Survey 50 Verify that there is a Stop Calls button on the left hand column of ____ A buttons Ifthere is a Start Calls button click it so it toggles to read CEE CECI Stop Calls Sas me 51 Click the Current Activity button on the left hand column
214. tton near the top left 4 Name your new view for example Digit Range Check Template m Editing Your View The Edit View window will build a template based on the elements you select fromthe Settings list Each element SmartQ 5 2 Manual 99 or setting corresponds exactly to settings on the Survey Design screen 1 Double click an element to add it to your view Sample output appears in the Preview field and the name of the element appears in the Template field 2 To remove items click on the element orsetting in the Template field that you wish to remove and press the Delete key on your keyboard 3 When you are finished customizing your view click OK to return to your survey 4 To see the final output of your customized view click the Views menu and select the name of the view that you created Remember that this view is not survey specific and that it can be used with any of your surveys Out Rangs Check bd ahem Names Mie Max Digits Accepted Mew Delete Rename iow Vermont unes hon 4 e Di Quos Time To Wat Lar Hesponso Time Before Repeating Question Retreval 5eltngs Translation Of Valve Telephone Hen Settings Ship Fom include Setting Name hes Adding DK Example You would like to check that each itemin your survey is allowing the correct range of digits Create a new view fromthe Settings menu first selecting Item Name and then Min Max Digits Accepted the order determines the
215. ula Builder TIP To create your own DLL from a template select External Operators Show Sample Code This opens a text file containing instructions and sample Visual Basic 6 code Tips and Tricks Quotes Quotes are automatically added if you enter text into your formula using the Text or Number box If you enter a SmartQ 5 2 Manual 77 number quotes are not necessary so they are not automatically added Entering Times and Dates In Formula Builder time should take the form HOUR amp amp MINUTE In Formula Builder dates should take the form MONTH amp amp DATE amp amp YEAR Formula Tester The Advanced Formula Builder dialog has a Test button to ensure your e Formula Tester 2 lol xj formulas are working the way you expect them to work Variables Test Value 1 When you are using Advanced Formula Builder click the Test button 2 Ifthere are any syntax errors SmartQ will bring them to your attention 3 The Formula Tester window will appear The Variables appear in the left hand column 4 Clickin the right hand column labeled Test Value to fill in a test value for each variable The variables are the parts of your formula the caller provides as he or she answers questions so enter in test values that the caller might enter 5 Click Test The result will appear in the Result box or Ifthe result is not what you expected check your formula for errors and test it until it works prope
216. und and outbound e ISDN Protocol either DMS100 or NI2 For CAS Robbed Bit order e AMID4 signaling e SF framing SmartQ 5 2 Manual 149 e Wink Start outbound Immediate Start inbound No ISDN protocol Notes An ISDN T 1 uses channel 24 for signaling ring drop pickup hang up so only the first 23 channels will accept calls An AMI D4 T 1 uses all 24 voice channels for calls as it does not utilize a D channel for signaling An ISDN provides DNIS dialed number and ANI Caller ID digitally via the D channel You only need to tell the carrier how many DNIS digits you would like Typically you would ask for the last 5 digits of the dialed number For AMI D4 ask your carrier to provide ANI and DNIS in the form star ANI star DNIS star This means that when SmartQ goes offhook it will immediately receive touchtone digits fromthe T 1 For example if the caller dials 1 800 555 1212 from their home at 919 555 1212 SmartQ will receive the digits as 9195551212 8005551212 There is a checkboxon SmartQ s Phone Line Setup screen that tells SmartQ to expect this protocol and automatically interpret it Dialogic Board The D 240JCT T1 has jumpers and a rotary switch e fthere is only one board in the system the jumpers aren t needed set the rotary switch to ID 0 e The CT Bus cable is required if there are multiple T 1 boards in the same computer There is a limit of 4 T 1 boards 96 lines per computer There is
217. und call l MEM Record Playback Recording prompt when creating a survey Doing Survey The incoming line is administering a survey The incoming line is not active Click on the Start Calls button to activate or refer to the troubleshooting section Immediately below the Recent Activity on Phone Lines section is the Port Status Bar a thin horizontal bar divided into a number of segments one for each port whose color indicates port status If you click a segment with the mouse the Current Status section will scroll to display the corresponding port If you right click on the Port Status Bar you can select Choose Colors to open a window that allows you to reassign the colors used to indicate port status SmartQ 5 2 Manual 47 Viewing Recent Call Activity on Incoming Lines In the Recent Activity section in the lower portion of the window an ongoing log of recent call activity for each line is displayed Viewing Responses in Real Time From the Current Activity screen right click on an active port in the Current Status section to bring up a menu and select View Responses As They Happen The resulting screen will help you determine what a caller enters in realtime After the call finishes responses are still available from this screen and are not cleared until another caller begins a new survey You might use this to determine what is wrong with a call taking a very long time to check responses on a busy system or simply out
218. ur own survey scripts 5 Create your survey with SmartQ Sample Survey 1 Customer Satisfaction Background There is a customer satisfaction sample survey included within SmartQ Here an owner ofa grocery store chain might want to know if customers are satisfied at each store He would like to know if anyone has difficulty finding a particular item Finally he wants to find out how many callers who regularly come to one of his stores with a new childcare facility are aware of and or use the resource SmartQ 5 2 Manual 136 Sample Surveys Welcome Which location Rosehill Lakeside Downtown Was the store clean Did you fnd the items you vere looking for What item did you have most difficulty finding Produce Meatand Seafood Deli Other Wasthe checkout line efficient Was the service friendly and courteous FORMULA BUILDE R Recalls response to Location question Are you aware of new chiild care center Rosehill Lakeside Downtown Are you likely to retum to Wholesome Grocery Would you use it again SmartQ 5 2 Manual 137 Item SmartQ 5 2 Manual Item Name Item Prompt Type to Record Intro location Query Question clean Query Intro Question Repeat Instructio ns Script for Query or Data Formula Builder Entry for Retrieve and Calculate Welcome to the Wholesome Groceries Customer Satisfaction Survey Please consider whi
219. ur survey To make the import easy ask for the prompts to be named 1 vox 2 vox 3 vox etc with the numbers corresponding to the order that the Views menu of Survey Design places them when you print a script Then to import the prompts Place the recorded prompts n vox into a separate folder Go to the Recording tab in your survey Any itemor prompt will do Click the File button Choose Import Prompt Set fromthe menu Browse to the directory that contains the vox files Confirmthe mapping of file names to script when prompted NO a P WN gt All ofthe prompts to their proper locations Conditionally Skip an Item Custom only SmartQ routes the caller from item to item according to the settings in the C Routing tab By default this is a simple linear order item 1 to item 2 to item 3 etc You might however wish to skip past items depending on the past responses ofthe caller To conditionally skip an item 1 Under B Responding click on the Formula Builder button in the lowerright just under Skip Item if formula result is 1 2 Build your formula so that SmartQ returns a numeric value see Chapter 11 SmartQ will only skip the item if the value is 1 or 1 3 Ifthe formula returns anything other than 1 or 1 SmartQ will ask the question to the caller Otherwise the caller will not know that an item was skipped You can provide a default value for items which are skipped on the Advanced Survey Setti
220. us Item and 3 for Skip to Next Item Please note that keys which are defined as special touchtones do not show up in the database This is to ensure that collected data are not affected by key presses related to survey navigation Setting Up a Query Open End If you select 4 Select Item Type gt Query Open End on the A Recntiey 3 Bruxrino euin Survey Design screen the caller will be able to leave a recorded audio message as the answerto a survey question The caller will T MGR PIER EE E hear any prompts you recorded followed by a beep They can Save o ead anf Pause Survey then leave a message that you can hear later Repeat instructions are not available with open end queries All e other settings on the Recording tab operate as described in previous sections Formule Builder Invert in Serves Ifan open end item is visited several times on the same call the AAA s Append C Oromis esting jeosnda 120 responses are appended to each other the later recording does not erase and record over the previous one Check the Allow Review of Message boxto allow callers to review or delete their message before finalizing it If this boxis checked Stis iem d formals eiut i callers will hear five options after leaving a message Formula Sunes terion ae noe ME ME Copy Stia TcotMowm Andr Nom Number Explanation 1 Save 2 Replay 3 Record Again 4 Add to Message 5 Delete Message TIP
221. ve recorded for other items or use specially recorded files for your prompts If you press the File button you ll get menu options that will allow you to use or reuse any recordings you d like e Copy Copy the recording of the currently selected prompt into the SmartQ clipboard Paste Paste the recording in the SmartQ clipboard into the currently selected prompt Insert file Specify a file to use for the currently selected prompt SmartQ 5 2 Manual 20 Survey Design Construct a Query e Import Prompt Set See the Importing Studio Recording section below TIP You can click the File and Erase buttons at any time you do not have to be connected to use them You do have to be connected to use Record Connect for recording Alternative Method Ordinarily to connect for recording you would have SmartQ call your phone However where this is not possible such as when phone lines are not configured for outbound dialing or with ISDN lines you can use the following 1 Click Connect 2 Choosea port when prompted 3 Adialog boxappears prompting you to call in 4 Callthe IVR system 5 When you see the port status change to Record Playback click the OK button in the dialog box 6 You will hear You are connected for playback and recording which indicates your connection is successful Importing Studio Recordings You can have your voice prompts recorded professionally by a studio and then import them into yo
222. vised childcare center to assist you when you visit our Rose Hill store For always press 1 For always press 1 ns Use Basic Formula Builder to recall a single item location childcare aa NH Ni SmartQ 5 2 Manual 1 and 2 routed to item 5 checkout 3 and 4 routed to Next all responses routed to Next all responses routed to Next all responses routed to Next 1 routed to Next 2 3 routed to Item 11 return 139 Question 9 used Query Question 10 future Query Question 11 retum Query Question Were you aware that this complementary service existed For yes press 1 For no press 2 Have you used this service For yes press 1 For no press 2 Do you plan to use this service in the future For yes press 1 For no press 2 How likely are you to return to Wholesome Groceries For very likely press 1 For somewhat likely press 2 For not likely press 3 Sample Survey 2 Medical History Background SmartQ also includes a client information survey comprised of one lead and two response surveys fora total of 1 routed to Next 2 routed to Item 11 return 1 routed to Next 2 routed to Item 11 return all responses routed to Next all responses routed to End three surveys This is a medical history survey that will assist a doctor in finding out the quality ofcare clients are receiving and their level of satisfaction
223. ware you have selected Phone Lines Provide Hangup SmartQ detects when a caller has hung up by detecting the presence of dialtone on the line Some internal phone systems do not provide any sound when a caller hangs up This makes it impossible to detect a terminated call easily SmartQ provides the next best thing If you do not check Phone Lines Provide Hangup then ifa caller does not respond in any way to a question even after hearing the prompt SmartQ 5 2 Manual 8 Getting Started three times SmartQ will assume that the caller has hung up SmartQ will not treat invalid touchtones as a hangup nor will any items that don t seek a response fromthe caller trigger a hangup Analog only DID Digits If you have Caller ID service and you want to collect the phone number of the caller check the Get DID Digits after Pickup checkbox and enter the number of collected digits in the Number of DID Digits field and they will be recorded to the database T 1 types Transfer Type To transfer a call on analog lines SmartQ will issue a hookflash dial the trans fer number and hang up Some T 1s with AMI D4 signaling do not support hookflash transfers For these select Conference as the transfer type When you route a caller to another phone number from the Routing tab in the Survey Designer SmartQ will choose another unused channel call the trans ferree with that channel and conference that channel with the original caller Both channel
224. wered rather than adding together their numerical values IMPORTANT Previous versions of SmartQ required tokens numbers operators etc to be separated by commas The use of commas has now been deprecated although SmartQ will still parse commas in equations correctly You may separate tokens with spaces but this is not necessary unless the string would be ambiguous without them such as in the case of Time Operators Advanced Formula Builder The Advanced Formula Builder allows you to make sophisticated formulas tailored to your exact specifications Click the Advanced button in Basic Formula Builder to bring up the Advanced Formula Builder The Advanced Formula Builder has several pull down menus Build your own formula that contain all the elements you need to build your formula Select what you need from the appropriate pull down menu and SmartQ will enter it into the Build your own Formula bar VALUES AND OPERATORS Your formula may also contain Text or Number gt Math Operators symbols such as or a Response Value y Prefix Operators depending on the type of Response Exists y Logic Operators values and operators you use Call intomo a et Operators e These are a necessary and normal part of the formulas that Cunent Date Time Z Time Operators zl SmartQ adds in for you External Operators z automatically when you use the pull down boxes to create your Toa Came _
225. xt call e Defining individual call retry patterns such as calling in the afternoon if there is no answer in the morning Making a batch of calls during a specific time window but adjusting for individual time zones To access the Advanced Dialer click the button on the bottom ofthe Dialer screen SmartQ 5 2 Manual 123 Advanced Dialer Dam 001 how env aos Seen ie Tue 3 37 h6p Queved 11 ID 1090123 for dialowt for SmartD NightOwl Checks Tue 3 37 55p Running SmaitDGetCalls returned 1 records i otificati Tue 3 37 52p Stopped Polling NightOwi N n Tue 3 37 43p Beginning queres Tue 3 37 49p Started Polling Start polling when program starts Y Poll Interval seconds 45 Seconds until next Dralng Rules Dialing Prefix Default Survey for Advanced Dialer lt SnartQ Lead gt sj Dalabarer 4 Job Definitions Queer st ona NightO wl Sites V Log activity to file Use dialer to simulate incoming calls View Dialout Queue View Dialer Log How It Works The Advanced Dialer continually polls a database for calls to be made In addition to the phone numbers the database typically includes fields for status date and time to place the call criteria that determine when a call should be made such as a time zone and other data to be used during the call such as a customer ID number The Advanced Dialer keeps track of what calls are already in progress so that no duplicate calls are made Each time a callis c
226. xt in the Script box Gants need 8 Question vesporee from the Cale OF 2 Drag the text to any of the prompt types buttons on torecod a petaca lo your Prompt a qen the left introduce Inform Question or Repeat e G Instructions Mem Tir Phe Fecod Fi Eee 3 The cursor will display an arrow or plus sign when ieu oS bfore geting respanze Was the checkout line elicen PS you are in the correct area V Question rm 4 SmartQ willthen make a duplicate of your selected text in the Script field for prompt where you Choss avert dropped it Repeat Instructions 7 s 5 This will also allow you to write a survey script in a word ets dopado Ll processing programand then copy it to desired locations ea UNT within SmartQ O Apply Now Copy Settings Test Now Pr katong Locked Hotes R gt Cut Copy and Paste Survey Items When managing and designing several surveys it becomes very useful to cut and paste survey items Using the keyboard shortcuts ControH X Cut Control C Copy and Control V Paste you can easily rearrange your survey items Simply highlight an itemand copy it using the keyboard shortcut and then find a location where you would like to place the item Pasting the item will place it above whichever item you have selected If you copy and paste within one survey SmartQ will ask you to rename your pasted item in order to prevent duplicate items w

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