Administration - smile
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1. lt gt 4 Select groups of clients which should be served by this task do this move the necessary groups from the field All in the Favorites If the task is designed to handle all calls addressed to it a list of selected groups must be left blank 5 In Unauthorized call forwarding option select the task to which the call will be redirected if the client does not belong to any of the selected groups 6 elect client s card launch mode when the call receipts on operator s workplace in Pick client s card parameter 7 Click Apply www smile soft com CALLBACK AGENT 1 Inthe tasks setup wizard select the callback gt Agent type of task and click Next 2 In next window you can set the following parameters gt Callback rnb s XN E PFF icis FESSA sk ums 2 ni e fad E ure bon js A T 15 D c m en sae 1 42. C C no e mail gt 2 Configure the task options Task group Task name Task icon Priority Maximum number of lines Greeting Method of call distribution Group to which this task belongs not editable Task name must be unique inside the group Full task name is following lt group gt lt task gt Picture which symbolizes the task Operators allocation priority on this task The higher the priority the faster it will be distributed to operators Number of simultaneously served calls by a set of rules for this task If at the time of receiving the call number of serviced calls matches to the parameter the call is ignored fast busy audio file which will be played to client while connecting The distribution of the call is made to the available operator which has the highest priority for the given task If the priorities of operators are equal the choice between them is carried out in the following way most available selects the operator which is idle the longest The least busiest selects the operator who was less of all in a servicing state since the beginning of shift Random select randomly selects one of f
3. 1 6 WRAP IDLE C Program Files Internet Exploreriiexplore exe httpwww smile soft com x85yvsmile IPCC algorithmisamples promptsiinfo wav m gt Group to which this task belongs not editable Task name must be unique inside the group Full task name is following lt group gt lt task gt In Smile IPCC it s possible to set an icon for each task or group of tasks that would make it easier to find them in large lists To do this press the button with the task icon image and select an image from the provided list Operators allocation priority on this task The higher the priority the www smile soft com Maximum number of lines Conversation recording Method of call distribution Run an application after a call Change 5 status WRAP gt IDLE Application Settings Greeting faster it will be distributed to operators Number of simultaneously served calls by a set of rules
4. t ia FTT rr gt 3 Select group of clients which will be called by this task To do this drag the necessary groups from All to Favorites 4 Select client s card launch mode when the call receipts on operator s workplace in Pick client s card parameter 5 Click Apply www smile soft com AUTODIAL FAX 1 Inthe tasks setup wizard select Autodial gt Fax type of task and click Next Fax 188 1 _6 1 2 Configure the task options Task group Task name Task icon Priority Maximum number of lines Group to which this task belongs not editable Task name must be unique inside the group Full task name is following lt group
5. at s QUEM 1 _6 1 _ no e mail 2 Configure the task options Task group Task name Task icon Priority Maximum number of lines Greeting Method of call distribution Group to which this task belongs not editable Task name must be unique inside the group Full task name is following lt group gt lt task gt Picture which symbolizes the task Operators allocation priority on this task The higher the priority the faster it will be distributed to operators Number of simultaneously served calls by a set of rules for this task If at the time of receiving the call number of serviced calls matches to the parameter the call 15 ignored fast busy audio file which will be played to client while connecting The distribution of the call is made to the available operator which has the highest priority for the given task If the priorities of operators are equal the choice between them is carried out in the following way most available selects the operator which is idle the longest
6. 2 Configure the task parameters Task group Task name Task icon Priority Group to which this task belongs not editable Task name must be unique inside the group Full task name is following lt group gt lt task gt Picture which symbolizes the task Operators allocation priority on this task The higher the priority the faster it will be distributed to operators www smile soft com Maximum number of lines Number of simultaneously served calls by a set of rules for this task If at the time of receiving the call number of serviced calls matches to the parameter the call is ignored fast busy Application File which runs after receiving incoming call It could be WAV audio file or IVR script created with Smile Visual CTI Settings The parameters string passed to the application For transferring the following special symbols are used called number client s calling number client s name if client was unidentified the string left blank full task s name global id of the cal 96 estimate waiting time in queue in seconds Greeting Audio file that plays into the line of an incoming call 3 After setting of parameters click Next 3 m
7. test Clients1 Smile inc cy _ gt gt 4 Select groups of clients which should be served by this task do this move the necessary groups from the field All in the Favorites If the task is designed to handle all calls addressed to it a list of selected groups must be left blank 5 In Unauthorized call forwarding option select the task to which the call will be redirected in case if the client doesn t belong to any featured group 6 Select client s card launch mode when the call receipts on operator s workplace in Pick client s card parameter 7 Click Apply www smile soft com MESSAGING SMS 1 Selectin the tasks setup wizard Messaging gt SMS type of task and click Next SMS Wap c eee 1 i ____ O _ no e mail lt gt 2 Configure the t
8. B _ LE 5j geilen ian WRAP IDLE Task group Task name Task icon Priority Maximum number of lines Conversation recording Method of call distribution Change operator s status WRAP gt IDLE Group to which this task belongs not editable Task name must be unique inside the group Full task name is following lt group gt lt task gt In Smile IPCC it s possible to set an icon for each task or group of tasks that would make it easier to find them in large lists To do this press the button with the task icon image and select an image from the provided list Operators allocation priority on this task The higher the priority the faster it will be distributed to operators Number of simultaneously served calls by a set of rules for this task If at the time of receiving the call number of serviced calls matches to the parameter the call is ignored fast busy Turn on the option to record all calls which are serviced by this task The distribution of the call is made to the available operator which has the highest priority for the given task If the priorities of operators are equa
9. Itest Clients1 gt Smile inc lt gt gt 4 Select groups of clients which should be served by this task do this move the necessary groups from the field All in the Favorites If the task is designed to handle all calls addressed to it a list of selected groups must be left blank 5 In Unauthorized call forwarding option select the task to which the call will be redirected in case if the client doesn t belong to any featured group 6 Select client s card launch mode when the call receipts on operator s workplace in Pick client s card parameter 7 Click Apply www smile soft com MESSAGING E MAIL 1 Inthe tasks setup wizard select Messaging gt E mail type of task and click Next ww a E Mail nf 11 2 nme Bele M Ri script language macer E 3 Luxe
10. Allowed waiting time Maximum waiting time for operator If the calculated waiting time exceeds those which in this option the call won t set in queue Redirecting when overflow From the drop down list select a task to which the call will be redirected if the estimated waiting time is higher than allowed If the task is not selected then when the queue is overflow the call is rejected fast busy 9 After finishing click Apply CALLBACK IVR 1 Inthe tasks setup wizard select the callback gt IVR type of task and click Next IVR 4 6 nebon iere rr eph i D www smile soft com 2 Set task s options Task group Task name Task icon Priority Maximum number of lines Application Settings Group to which this task belongs not editable Task name must be unique inside the group Full task name is following lt group gt lt task gt In Smile IPCC it s possible to set an icon for each task or group of tasks that would make it easier to find them in large lists To do this press the button with the task icon image and select an image from the provided list Operators allocation priority on this task The higher the priority
11. MODEM T C no e mail gt 2 Configure the task options Task group Task name Task icon Source name Priority Maximum number of lines Greeting Method of call distribution Group to which this task belongs not editable Task name must be unique inside the group Full task name is following lt group gt lt task gt Picture which symbolizes the task username e mail box which receives e mails for this task Operators allocation priority on this task The higher the priority the faster it will be distributed to operators Number of simultaneously served calls by a set of rules for this task If at the time of receiving the call number of serviced calls matches to the parameter the call 15 ignored fast busy audio file which will be played to client while connecting The distribution of the call is made to the available operator which has the highest priority for the given task If the priorities of operators are equal the choice between them is carried out in the following way The most available selects the operator which is idle the longest The least busiest selects the operator who was less of all in a servicing state since the beginning of shift Random select randomly selects one of free operators
12. Preview made gt c Progressive mode 2 Predictive made i ae gt p Y j i v 7 Set outbound dial options for this task Dial with preview Preview mode Dial with reserving operator Progressive mode Dial without reserving operator Predictive mode Number of calling client Launch application to fix the results of autodial Dial mode in which system requests permission of operator and then if operator agrees begins to call to client In this dial mode before calling client a free operator is reserved In this mode system at first makes a successful call to client and then select available operator Select additional options to work in this mode Dropped calls forwarding if at the time of connection to the client free operator is absent the call may be forwarded to another task The permitted percentage of lost calls because this mode requires a connection to the client before the operator is found free calls in which the connection was not held with the operator are lost This option sets the permitted percen
13. LI gt gt 4 Select groups of clients which should be served by this task To do this move the necessary groups from the field All in the Favorites If the task is designed to handle all calls addressed to it a list of selected groups must be left blank 5 n Unauthorized call forwarding option select the task to which the call will be redirected in case if the client doesn t belong to any featured group 6 Select client s card launch mode when the call receipts on operator s workplace in Pick client s card parameter 7 Click Apply www smile soft com MESSAGING WEB 1 Select in the tasks setup wizard Messaging gt Web type of task and click Next gt Web eb HIMA lipec a Tm f Bo si see Al 1 popoli TH LE 1 pi se p ss C web frm Get webform htm Post webokhtml zz 2 Configure t
14. 180 60 60 gt opt Supervisori 1 gt gt lanaratnr 1 4 1 lt _ lt lt In task service settings box you can set the following Priority of task servicing Time to service the call Time to complete the task Occupied operators more than Average time service Average complete time Operators Priority of group which considered when distributing the tasks if the task can be serviced by several groups of operators Control time of service which when exceeded is fixed on the supervisor s screen issuing the appropriate signal Time to complete task wrap up which when exceeded is fixed on the supervisor s screen issuing the appropriate signal Percentage ratio of the maximum number of operators that can be tapped for service task to the total number of registered operators of the group This option allows you to reserve part of operators to serve more important tasks Constantly calculated value that can be used to adjust the set control time Not editable Constantly calculated value that can be used to adjust the set control time No
15. 11 Er Ta Smile inc gt 4 Select groups of clients which should be served by this task do this move the necessary groups from the field All in the Favorites If the task is designed to handle all calls addressed to it a list of selected groups must be left blank 5 n Unauthorized call forwarding option select the task to which the call will be redirected in case if the client doesn t belong to any featured group www smile soft com 6 Select client s card launch mode when the call receipts on operator s workplace in Pick client s card parameter 7 Click Apply MESSAGING FAX 1 Inthe tasks setup wizard select Messaging gt Fax type of task and click Next x eats A BE E 1 6
16. least busiest selects the operator who was less of all in a servicing state since the beginning of shift Random select randomly selects one of free operators www smile soft com Last served the call redirects to the operator who last served it If the operator is busy the call is placed in operator s queue The priority of the last served operator the call redirects to the operator who last spoke with a client If the operator is busy the call redirects based on the most available method None the call is not served the message is recorded into database or sent via e mail Application The direct path to the application file with extension exe bat frm application which starts at the workplace of the operator when a call comes IMPORTANT The application file must be in the same directory at all workplaces of the operators or in the general file server Settings The parameters string passed to the application For transferring the following special symbols are used client s calling number client s name if client was unidentified the string left blank full task s name global id of the call operator s name to which the call will be redirected Save in database Client s recorded message is saved in database Send file via e mail Enter e mail to which you want to send recorded files 3 Click Next after all necessary settings are set
17. 2 Configure the task options Task group Task name Task icon Priority Maximum number of lines Application Settings Group to which this task belongs not editable Task name must be unique inside the group Full task name is following lt group gt lt task gt Picture which symbolizes the task Operators allocation priority on this task The higher the priority the faster it will be distributed to operators Number of simultaneously served calls by a set of rules for this task If at the time of receiving the call number of serviced calls matches to the parameter the call is ignored fast busy File which runs after receiving incoming call It could be WAV audio file or IVR script created with Smile Visual CTI The parameters string passed to the application For transferring the following special symbols are used client s calling number client s name if client was unidentified the string left blank full task s name global id of the call www smile soft com 3 Click Next after all necessary settings are set 4 Select groups of clients which will be called this task To do this drag the necessary groups from All
18. www smile soft com please follow the steps below Smile IPCC Setup User Information Enter the following information to personalize your installation Full Name Vice Organization Smile The settings for this application can be installed for the current user or for all users that share this computer You must have administrator rights to install the settings for all users Install this application for 9 Anyone who uses this computer Only for me Wise Installation Wizard amp Ne Cones Smile IPCC Setup Destination Folder Select a folder where the application will be installed The Wise Installation Wizard will install the files for Smile IPCC in the following folder To install into a different folder click the Browse button and select another folder You can choose not to install Smile IPCC by clicking Cancel to exit the Wise Installation Wizard Destination Folder C Program FilessSmile IPCC Browse Wise Installation Wizard Heb 3 Select features which you would like to install fe Smile IPCC Setup Select Features Please select which features you would like to install a X Complete Feature Description X Server Install Smile IPCC server amp g willbe installed on local hard drive amp 9B Entire feature will be installed on local hard drive E9 Feature will be installed when required talled
19. Last served the call redirects to the operator who last served it If the operator is busy the call is placed in operator s queue The priority of the last served operator the call redirects to the operator who last spoke with a client If the operator is busy the call redirects based on the most available method None the call is not served the message is recorded into database or sent via e mail www smile soft com Application The direct path to the application file with extension exe bat frm application which starts at the workplace of the operator when call comes IMPORTANT The application file must be in the same directory at all workplaces of the operators or in the general file server Settings The parameters string passed to the application For transferring the following special symbols are used number which received a call client s calling number client s name if client was unidentified the string left blank full task s name global id of the call operator s name to which the call will be redirected Save in database Client s message is saved in database Send file via e mail Enter e mail to which you want to send recorded files 3 Click Next after all necessary settings are set x
20. Once the data source is specified you must create a client group To create a group select in the node a data source name right click and select New Group from the dropdown menu x Clients SELECT tst_clients_list status as STATUS tst_clients_list name as NAME tst clients list phone as PHONE FROM tst clients list Bce Default vi p www smile soft com To create a client group set the following settings Group name Name of group of clients Use when identifying Check the box for the system being able to search through the database when identifying incoming calls Criteria In this box you can add criteria using SQL clauses All entries Selects from the database all the records that meet the selection condition Amount of entries Set the number of records that you want to select from the database COS Select the category to which this group of customers will belong to Click Apply USERS One of the most important contact center modules statistics and record conversations In Smile IPCC to work with these modules there are special accounts
21. users For each account are allocated rights to view the statistics and listening to records of conversations both on tasks and operators In contrast to the supervisors users can only view the chronological charts These accounts are necessary to control the performance of various tasks of contact center You can assign rights to view the statistics for each task group or to different employees from different departments which would monitor the implementation of tasks which are assigned to them and report the work Users can be divided into groups To create a group of users right click on a Community node and select Create a user group To create a user right click on the group in which you want to create an account and click Create User In the dialog box you can set the following settings Xl _ 1 Username Stat_usert 2 Password i 3 Personal data this box contains only informative data A n4 1 3 T MO After adding all necessary information click Apply www smile soft com Once you have created a user you have to set the rights for viewing statistics and listen to recordings conversations Click the left mouse button on the user account vice In right panel the rights of this accou
22. to Favorites 5 Select client s card launch mode when the call receipts on operator s workplace in Pick client s card parameter 6 Click Apply AUTODIAL VOICE 1 Select the appropriate type in the tasks setup wizard and click Next 1 6 E e 1 d iz 1 5 oe ER www smile soft com 2 Configure the task options Task group Group to which this task belongs not editable Task name Task name must be unique inside the group Full task name is following lt group gt lt task gt Task icon Picture which symbolizes the task Priority Operators allocation priority on this task The higher the priority the faster it will be distributed to operators Maximum number of lines Number of simultaneously served calls by a set of rules for this task If at the time of receiving the call number of serviced calls matches to the parameter the call is ignored fast busy File Audio file which will be played to client while connecting 3 Click Next after all necessary settings are set x mx
23. X Entire feature wil be unavailable your hard drive Wise Installation wizard Disk Cost J Reset lt Back Next gt Cancel Smile IPCC consists of following basic features 1 Server Server part includes software switchboard automatic call distribution module conversation recording module and autodialing module all modules are optional 2 Supervisor Supervisor s working place This module allows monitoring and controlling the work of operators in online mode Also you can listen to conversation recordings and look through CC s work statistic optional 3 Agent Operator s working place allows to receive and serve incoming calls 4 Management Tools The CC controls and settings Consists of a graphical management console software switch that allows you to configure routing gateways protocols voice H 323 SIP and boards of computer telephony Dialogic and administrator console manages the work of CC in total tasks settings operators settings customers settings etc etc 5 Development Includes CTI application development tools Visual CTI and tools for creating Tools forms to work with clients 4 After installation reboot your system GETTING STARTED Smile IPCC runs as a service You can also start server by using a shortcut Start gt Programs gt Smile IPCC gt Start Server Use a shortcut in Start menu to lunch administrator console or at desktop Enter administrator s login pas
24. Audio file that plays into the line of an incoming call 3 Click Next after setting all necessary parameters test VIP test Clients1 Smile incA amp gt 4 Select groups of clients which should be served by this task do this move the necessary groups from the field All to the Favorites If the task is designed to handle all calls addressed to it a list of selected groups must be left blank 5 n Unauthorized call forwarding option select the task to which the call will be redirected in case if the client doesn t belong to any featured group 6 Select client s card launch mode when the call receipts on operator s workplace in Pick client s card parameter 7 Click Next 8 Setthe following queue settings www smile soft com Queue Settings 600 sec
25. IPCC you need to connect to database in which further will be recorded all the information related to the work of the contact center as well as its statistic Right click on the root element and in the drop down menu select Database Smile IPCC uses two standard types connection to database Connection to ODBC source To connect this way create ODBC source by the means of operation system In connection to database dialogue screen enter data source name login and password Connection via JDBC driver Enter driver name to connect specific driver URL name of owner scheme username and password Username must be either scheme owner selected in dbOwner or must have authorization to objects of this scheme IMPORTANT We recommend using connection via JDBC driver because this way is more reliable NOTE Exam p e Database Connection 2 ODBC Data Source Name Connection to MySQL database via JDBC source iw JDBC Driver JDBC Driver com mysql jdbc Driver com mysal jdbc Driver Driver Specific URL Driver Specific URL jaocmysa jdbc mysal localhost port number test dbOwner DbOwner Username OoOo Root Password o Username Root Password Pic 2 www smile soft com TASK CREATING All calls in Smile IPCC are served due to selected rules which are called tasks Task selecting is made at the time of receiving the call and may depend on such parameters as the source of the call route of the ca
26. an automatic script Call with playing an audio message Call with fax transfer www smile soft com Messaging Voice Fax E mail SMS Generic Agent IVR Incoming call served in answering machine mode offline task Incoming call that is serviced in autoresponder mode Received message can be passed to the operator saved in the database or sent via e mail Incoming call receiving a fax automatically Processing of incoming e mail Processing of cellular network s SMS messages The task invoked from the agent s workplace Task that is called from the operator s workplace The Tasks of this type are used to run applications on an operator s computer Automatic script that runs on the server on command from the operator s workplace To add a group of tasks right click on a node Tasks and select Add Group In the dialog box set the name of the group The remaining data contact person telephone fax E mail description are informative To create a task right click on node and select Add Task Follow the instructions in this manual to create various types of tasks INCOMING AGENT 1 Select the appropriate type in the setup wizard box and press Next 2 Inthe next task settings window you can set the following parameters Task group Task name Task icon Priority im EM scrip lanquage sr X
27. gt lt task gt Picture which symbolizes the task Operators allocation priority on this task The higher the priority the faster it will be distributed to operators Number of simultaneously served calls by a set of rules for this task If at the time of receiving the call number of serviced calls matches to the parameter the call is ignored fast busy Greeting Audio file which will be played to client while connecting File file with fax document IMPORTANT File must be in TIFF format to send fax 3 Click Next after all necessary settings are set asss www smile soft com 4 Select groups of clients which will be called by this task do this drag the necessary groups from All to Favorites 5 Select client s card launch mode when the call receipts on operator s workplace in Pick client s card parameter 6 Click Apply MESSAGING VOICE 1 Inthe tasks setup wizard select Messaging gt Voice type of task and click Next E x
28. the faster it will be distributed to operators Number of simultaneously served calls by a set of rules for this task If at the time of receiving the call number of serviced calls matches to the parameter the call is ignored fast busy File which runs after receiving incoming call It could be WAV audio file or IVR script created with Smile Visual CTI The parameters string passed to the application For transferring the following special symbols are used called number client s calling number client s name if client was unidentified the string left blank full task s name global id of the call 96 estimate waiting time in queue in seconds 3 Click Next after configuring all necessary settings my test Clients1 test VIP 4 Select groups of clients which should be served by this task do this move the necessary groups from the field in the Favorites If the task is designed to hand
29. ABOUT THIS DOCUMENT This document describes how to install and work with the Smile IP Contact Center software product This document is intended for administrators of the contact center CC and requires skills in work and administrating in operating system Windows TERMINOLOGY The list of terms which is used in the Smile IPCC user s manual Call center an enterprise or a subdivision of the enterprise which goal is to effectively service customers by telephone and other electronic communications Contact center hardware and software system designed to manage the flow of phone calls and other electronic communications fax email web SMS Client a person or an organization which contacts the Call Center by phone calls e mail or other means Agent an employee call center which deals with customer service Supervisor an agent with extended authority which monitors and controls the work of agents Call any client request in a call center or address call center to customer phone call fax e mail etc Task set of parameters that describe the service of call and the rules that control this process Call Routing a set of rules which controls the process of selecting tasks for servicing the call Distribution of call a set of rules which controls the process of selecting an agent for servicing the call COS a set of features that allows to distribute the calls based on the features of the customers w
30. For transferring the following special symbols are used full task s name operator s name to which the call will be redirected www smile soft com GENERIC IVR 1 Select in the tasks setup wizard Generic gt IVR type of task and click Next E IVR masc it Fe 4 J lt lt gt gt 2 Configure the task options Task group Group to which this task belongs not editable Task name Task name must be unique inside the group Full task name is following lt group gt lt task gt Task icon In Smile IPCC it s possible to set an icon for each task or group of tasks that would make it easier to find them in large lists To do this press the button with the task icon image and select an image from the provided list Priority Operators allocation priority on this task The higher the priority the faster it will be distributed to operators Application File which runs after receiving incoming call It could be WAV audio file or IVR script created with Smile
31. Visual CTI Settings The parameters string passed to the application For transferring the following special symbols are used full task s name 3 Click Apply www smile soft com CATEGORIES COS allow distributing calls to certain agents depending on the calling client Each group of clients can be assigned to a specific set of categories Also a set of categories are assigned to each agent Calls from clients of certain group are allocated only to those agents who have at least one matching category The priority of agent on this call is defined on matching category with a few matching categories a category with the highest priority is accounted To create a category click the right mouse button on a node Categories and select Add In the editing window the name and priority of categories must be specified Default 1 Max amount of categories 32 Priority any integer number the higher the number the higher the priority CLIENTS Personalized client service is one of the important features of contact center Client information can be found in one or several different databases Each client can have a set of features that make it identifiable phone number e mail address password etc and classify importance language preferences etc Client identification
32. ace This application communicates with the Smile IPCC server via the TCP IP network The main functions of the workplace are the registration of the operator in the system servicing calls running forms and other applications control of work For voice communications software IP phone can be used which is a part of the software of the workplace or external telephone The supervisor s workplace additionally includes tools for monitoring and control Operators grouped together in order to create the organizational structure A group can include any number of operators and supervisors Supervisor group sees only the operators of his group In addition to supervisors of group there may be so called Main Supervisors whose powers extend to all groups The task list is assigned to each group of operators which this group will serve Within the group for each task you can assign your own list of operators The same task can be serviced by different groups with different priorities To create group of operators click the right mouse button on Operators node and select create group of operators Set the following settings in group settings x kima Smile 10 CEK Group name Name of group of operators Registration of agents by this box is designed for operators working without a Smile IPCC A
33. ask options Task group Task name Task icon Source name Priority Maximum number of lines Greeting Method of call distribution Group to which this task belongs not editable Task name must be unique inside the group Full task name is following lt group gt lt task gt Picture which symbolizes the task Username e mail box which receives e mails for this task Operators allocation priority on this task The higher the priority the faster it will be distributed to operators Number of simultaneously served calls by a set of rules for this task If at the time of receiving the call number of serviced calls matches to the parameter the call is ignored fast busy audio file which will be played to client while connecting Agent receives the call as a text message The distribution of the call is made to the available operator which has the highest priority for the given task If the priorities of operators are equal the choice between them is carried out in the following way The most available selects the operator which is idle the longest The least busiest selects the operator who was less of all in a servicing state since the beginning of shift Random select randomly selects one of free operators Last served the call redirects to the operator who last served it If the operator is busy the call is placed in operator s queue The priority of the last served operator the call redirects t
34. d by pressing a button or enter a phone number to dial in the Number node 4 Click Apply Other Picture Operator s personal icon Colour Background colour of operator s icon Use a private connection Allows the operator to use a private connection to the database www smile soft com
35. driver owner scheme username and password Username must be either scheme owner selected in dbOwner or must authorization to objects of this scheme IMPORTANT We recommend using connection via JDBC driver because this way is more reliable NOTE Example x Connection to MySQL database via JDBC source O ODBC Data Source Name JDBC Driver JDBC Driver com mysql jdbc Driver mysql jdibe Driver Driver Specific URL pannalan jdbc mysal localhost port number test DbOwner dbOwner Root Username Username Password o Root Password KK KKK 2 To test the connection click Test If the connection was successful click Once you are connected to a database a window will appear in which you need to assign compliance of identification card fields to database tables ES clients _ ID phone Follow these instructions to configure the data source 1 Enter name for data so
36. efault they will be saved in the Smile IPCC root catalog NOTE To keep larger amount of recordings longer it s recommended to use compressed DSP Group TrueSpeech format Updates setup Updates service allows to automatically update all computers which have Smile IPCC components installed To update your system 1 Select folder which will be used for updating your system in Update catalog 2 Copy in selected folder updated files Callback setup Outbound calls queue settings Repeat if number is busy in Repeat if number doesn t respond in Max time in queue www smile soft com SEARCH You can use Search service to find desired system feature operator task etc which is located in root menu Choose the type of the file by typing its name in the parameter Search object and press the Find You can save information in HTML format and print it by pressing the Print button ADDITIONAL SETTINGS You can set additional status codes operators for temporary absence and logging off the system To add the code do the following 1 Press the Add button in the upper half of the dialog box to add the reasons for temporary absence or a lower one for reasons of logging out of the system 2 In appeared left string enter a reason code and its description in the appropriate columns After inputting press Enter 3 Press the Accept button to save changes CONNECTING TO DATABASE For a proper work of Smile
37. for this task If at the time of receiving the call number of serviced calls matches to the parameter the call is ignored fast busy Turn on the option to record all calls which are serviced by this task The distribution of the call is made to the available operator which has the highest priority for the given task If the priorities of operators are equal the choice between them is carried out in the following way most available selects the operator which is idle the longest least busiest selects the operator who was less of all in a servicing state since the beginning of shift Random select randomly selects one of free operators Last served the call redirects to the operator who last served it If the operator is busy the call is placed in operator s queue The priority of the last served operator the call redirects to the operator who last spoke with a client If the operator is busy the call redirects based on the most available method Simultaneously to everybody the call redirects simultaneously to all available operators The operator who answers the first receives the call The best answer speed selects the operator which answers the incoming call faster than everyone When turned on an application will lunch on operator s workplace after answering the call and before it when turned off Enabling this option allows you to automatically change the status of
38. gent supervisor workplace receiving calls on the telephone Registration of such operators in the system is made from a supervisor workplace Waiting for operators the maximum time that is given to operators to accept an incoming call response If the operator did not have time to take the call it automatically transferred into the state of pause button opens a panel of general settings related to the workplaces of the Group s setup button operators of this group keyboard shortcuts etc www smile soft com Tasks OPERATOR GROUPS SETUP Call settings Remember Jlast incoming outgoing numbers Request for ending call service Automatically respond the call Record automatically all outgoing calls Hide conversation recording indication of Allow discussion in chat Tasks shortcuts You must specify the tasks in settings for group operators which will be served by this group Select tasks from left box and click the button to drag into right box To set task service settings mark it and click on Properties Amount of phone numbers which are shown in operator s organizer By clicking on the button to end call service a dialog box with confirmation will appear Operator workplace will automatically pick up the phone and connect with an operator during an incoming call and automatic outgoing dials All outgoing calls of this group will be automatically recorded by system If this option is turned on at the w
39. he task options Task group Task name Task icon Source name Priority Maximum number of lines Greeting Method of call distribution Application Settings Group to which this task belongs not editable Task name must be unique inside the group Full task name is following lt group gt lt task gt Picture which symbolizes the task Username email box which receives e mails for this task Operators allocation priority on this task The higher the priority the faster it will be distributed to operators Number of simultaneously served calls by a set of rules for this task If at the time of receiving the call number of serviced calls matches to the parameter the call 15 ignored fast busy Audio file which will be played to client while connecting Agent receives the call as a text message The distribution of the call is made to the available operator which has the highest priority for the given task If the priorities of operators are equal the choice between them is carried out in the following way The most available selects the operator which is idle the longest The least busiest selects the operator who was less of all in a servicing state since the beginning of shift Random select randomly selects one of free operators The direct path to the application file with extension exe bat frm application which starts at the workplace of the operator when a call comes IMPORTANT The app
40. his option you must configure some additional parameters www smile soft com IVR application 9 Click Apply INCOMING IVR Waiting time playback of the estimated waiting time after the greeting Place in queue playback of client s serial number Greeting the path to the audio file which will be played as a greeting Audio file file which is cyclically played during the whole period of waiting in queue Select the path to the IVR application which will be launched when the task is set in queue You can also set parameters in selected application String of parameters format lt parameter gt lt value gt amp lt parameter gt lt value gt amp Special symbols that can be used in the parameter string for substitution called number client s calling number client s name if client was unidentified the string left blank A full task s name global id of the call estimate waiting time in queue in seconds 1 Select the appropriate type in the tasks settings wizard and click on Next me M languages Er gt WR Be 1 6 M al 1
41. l the choice between them is carried out in the following way most available selects the operator which is idle the longest least busiest selects the operator who was less of all in a servicing state since the beginning of shift Random select randomly selects one of free operators Last served the call redirects to the operator who last served it If the operator is busy the call is placed in operator s queue The priority of the last served operator the call redirects to the operator who last spoke with a client If the operator is busy the call redirects based on the most available method Enabling this option allows you to automatically change the status of the operators after servicing call from a processing wrap WRAP state to free IDLE www smile soft com Application The direct path to the application file with extension exe bat frm application which starts at the workplace of the operator when call comes IMPORTANT The application file must be in the same directory at all workplaces of the operators or in the general file server Settings The parameters string passed to the application For transferring the following special symbols are used called number client s calling number client s name if client was unidentified the string left blank full task s name global id of the call 96 estimate waiting time in queue in seconds Greeting
42. le all calls addressed to it a list of selected groups must be left blank www smile soft com 5 In Unauthorized call forwarding option select the task to which the call will be redirected in case if the client doesn t belong to any featured group 6 Select client s card launch mode when the call receipts on operator s workplace in Pick client s card parameter 7 After finishing click Apply AUTODIAL AGENT 1 Inthe tasks setup wizard select the Autodial gt Agent type of task and click Next x yall E 4 e a Hoag E E 1 6 WRAP IDLE 2 In next window you can set the following options Task group Group to which this task belongs not editable Task name Task name must be unique inside the group Full task name is following lt group gt lt task gt Task icon In Smile IPCC it s possible to set an icon for each task or group of tasks that would make it easier t
43. lication file must be in the same directory at all workplaces of the operators or in the general file server The parameters string passed to the application For transferring the following special symbols are used www smile soft com Get file Post file 3 Click Apply number which received call client s calling number client s name if client was unidentified the string left blank full task s name global id of the call operator s name to which the call will be redirected 9696 text message html file with a form for filling data html file with reply on filled form www smile soft com 1 Select in the tasks setup wizard Generic gt Agent type of task and click Next te Twv EL n gt megeri Ue 3 CASS ni ugs m irati M d Su 3 a Pec d is quse 21 T Zoe storia iT q 4 re misc 4 ay hhc 1 p bas bar G AN utt gt 2 Configure the task options Task gr
44. ll time of the day the availability of free agents etc By the way of servicing the call tasks can be divided into two main types a call which is serviced by an agent task agent and a call which is serviced by an automatic script task IVR During the servicing the call can be passed from one task to another For example at first a phone call can be serviced by IVR script and then it can be redirected to agent s task Agent accepted the call and performed a certain work can redirect the call to another task to another group of agents or IVR script x Incoming 9 Agent C INR Callback Agent C3 VR Autodial Agent CO VR C2 Voice Co Fax Messaging 3 Voice 3 Fax 3 Email SMS 2 Web Generic Agent 3 VR Task types in Smile IPCC Incoming Agent IVR Callback Agent IVR Autodial Agent IVR Voice Fax Incoming call Call that is distributed to operators Call that is serviced by an automatic script Scripts are created by using the package Smile Visual CTI or using a special programming interface API Outgoing call generated by the server in response to customer request Call that is distributed to operators Call that is serviced by an automatic script Outgoing call generated by the server on the list of numbers in the automatic mode Call that is distributed to operators Call that is serviced by
45. may be performed automatically when a call comes in manually the customer enters a PIN code or by an agent who accepted the call The classification allows to group for servicing clients by various tasks You can create groups of clients on different classification criteria For example a group of clients on a territorial basis a group of VIP a group of English speaking customers etc Groups are also used to form lists of outgoing calls in the telemarketers tasks Contact center can identify the clients by telephone number and any other information stored in the database A set of data representing information about the client is given with Identification card In the ID card s field list can include any information that is necessary for the operator to service the task The form of ID card can be run on the operator s workplace when receiving a call If the client is not identified automatically by phone number the operator can query on any other parameter of identification card To connect the database click the right mouse button on Clients and select Add data source In appeared window enter the settings for connecting to database www smile soft com Connection to ODBC to connect this way create ODBC source by the means of operation source system In connection to database dialogue screen enter data source name login and password Connection via Enter driver name to connect specific driver URL name of JDBC
46. ng enter the settings for sending faxes Prefix for routing Added to the numbers which will be sent by fax Play greeting Select an audio file to play before sending fax Max number of attempts you can set the maximum number of attempts to send a fax www smile soft com Play a CNG signal Signal which plays before sending fax 1 The section Incoming has only one option Play a CED sound Activate this option to play the signal before receiving a fax Dialer setup Dialer service outgoing autodial module Set the following preferences before running this module Access to autodial server Login and password of Dialer administrator console Number of calls per second Maximum permitted number of simultaneous calls for this module Queue setup Calls queue settings Raise process priority every Time after which process priority raises in queue Notify the waiting time not Minimum playback waiting time in the queue even if the system s less calculated waiting time is less than specified in this parameter Task queue settings offline Rise process priority every Time after which process priority not associated with calls raises in queue Callback queue settings Rise process priority every Time after which process priority type Callback raises in queue Recording service setup You can set the destination folder for conversation recordings in Catalog category and their format in Format category By d
47. nt will appear i sti 4 tesi emailtest F Default mome e smite sti open window of account s rigts settings click user s rights In the dialog box select the tasks and the operators whose statistics and records of conversations the user has the right to review stl v testop v test opt test emailtest e stl lv testop v test test emailtest www smile soft com OPERATORS AND SUPERVISORS Operators of contact center perform customer service through a specialized application called Agent s workpl
48. o find them in large lists To do this press the button with the task icon image and select an image from the provided list Priority Operators allocation priority on this task The higher the priority the faster it will be distributed to operators Maximum number of lines Number of simultaneously served calls by a set of rules for this task If at the time of receiving the call number of serviced calls matches to the parameter the call 15 ignored fast busy Conversation recording Turn on the option to record all calls which are serviced by this task Method of call distribution The distribution of the call is made to the available operator which has the highest priority for the given task If the priorities of operators are equal the choice between them is carried out in the following way most available selects the operator which is idle the longest least busiest selects the operator who was less of all in a servicing state since the beginning of shift Random select randomly selects one of free operators www smile soft com Change operator s status Enabling this option allows you to automatically change the status of the WRAP gt IDLE operators after servicing call from a processing wrap WRAP state to free IDLE Application The direct path to the application file with extension exe bat frm application which starts at the workplace of the operator when call comes Se
49. o the operator who last spoke with a client If the operator is busy the call redirects based on the most available method None the call is not served the message is recorded into database or sent via e mail www smile soft com Application The direct path to the application file with extension exe bat frm application which starts at the workplace of the operator when call comes IMPORTANT The application file must be in the same directory at all workplaces of the operators or in the general file server Settings The parameters string passed to the application For transferring the following special symbols are used number which received call client s calling number client s name if client was unidentified the string left blank full task s name global id of the call operator s name to which the call will be redirected 9696 text message Save in database The message is saved in database Send via e mail The message is sending to the specified number 3 Click Next after configuring all necessary settings wx test Clients1 Smile inc
50. orkplace of operator the indication of conversation recording won t be displayed Enabling this option will allow operators to communicate with each other in the inner chat of contact center This feature allows operators to call a fixed set of tasks by pressing a single key on the keyboard To add hotkey do the following 3 4 Other Picture of group s supervisor Picture of group s main supervisor Colour of group Allow to make schedules for operators of group Click add in the upper right corner of dialog box Click the left mouse button on a new node Shortcut and press the button on the keyboard pressing on which you want to call the task In the node Task select the task that will be launched by pressing the button or enter a phone number to dial in the node Number Click Apply Icon which differs supervisors of this group Icon which differs supervisors of this group Tthe background color of icons of the operators and supervisors of this group www smile soft com TASK SERVICE SETTINGS Click Settings in group of operators settings dialog box to set service preferences for each task i x 1 1 00 180
51. oup Task name Task icon Priority Method of call distribution Application Settings 3 Click Apply Group to which this task belongs not editable Task name must be unique inside the group Full task name is following lt group gt lt task gt In Smile IPCC it s possible to set an icon for each task or group of tasks that would make it easier to find them in large lists To do this press the button with the task icon image and select an image from the provided list Operators allocation priority on this task The higher the priority the faster it will be distributed to operators Agent receives the call as a text message The distribution of the call is made to the available operator which has the highest priority for the given task If the priorities of operators are equal the choice between them is carried out in the following way The most available selects the operator which is idle the longest The least busiest selects the operator who was less of all in a servicing state since the beginning of shift Random select randomly selects one of free operators The direct path to the application file with extension exe bat frm application which starts at the workplace of the operator when a call comes IMPORTANT The application file must be in the same directory at all workplaces of the operators or in the general file server The parameters string passed to the application
52. ree operators Last served the call redirects to the operator who last served it If the operator is busy the call is placed in operator s queue The priority of the last served operator the call redirects to the operator who last spoke with a client If the operator is busy the call redirects based on the most available method None the call is not served the message is recorded into database or sent via e mail www smile soft com Application The direct path to the application file with extension exe bat frm application which starts at the workplace of the operator when call comes IMPORTANT The application file must be in the same directory at all workplaces of the operators or in the general file server Settings The parameters string passed to the application For transferring the following special symbols are used client s calling number client s name if client was unidentified the string left blank full task s name global id of the call operator s name to which the call will be redirected Save in database Client s fax message is saved in database Send file via e mail Enter e mail to which you want to send recorded files 3 Click Next after all necessary settings are set lt x 1
53. sword and IP address of desired server Smile IPCC Login IMPORTANT By default Login admin Password and Server left untouched Password Server fs Pic 1 If the data are correct Smile IPCC administrator console will appear www smile soft com ADMIN STUDIO Graphical Administration Console is a set of elements on the left side and tuning these elements on the right which lets you manage all of CC GENERAL SETTINGS THE ROOT ELEMENT These settings are made via the root element of the list with a network name server 1 you can display the menu by clicking the right mouse button CHANGE ADMINISTRATOR PASSWORD For security purposes it is desirable to set the administrator password Select Change password in the menu of the root element In the dialog box enter the old and new password then press the Accept SMILE IPCC SERVICES SETUP All settings of the system services are made through the element Services in root menu E mail setup 1 Select E mail option in services setup menu 2 Set inbox preferences POP3 server Inbox server address Login Account login Password Account password 1 Set outgoing mail preferences SMTP server Outgoing mail server address Admin All crush logs and unsorted mail will be sent to this E mail This address also will be used as a reverse for all outgoing mail FAX setup 1 Select FAX option in services setup menu 2 Inthe Outgoi
54. t editable With the buttons gt gt gt lt lt lt you can assign or cancel the appointment of operators on tasks service In the list of designated operators the priority is set to each operator which considered when distributing the task for the operator To add operator or supervisor in the group right click on the name of the node and select the appropriate menu item www smile soft com 1 Set operator s preferences k operatori eeeee FilesiSmile IPCCisoundsinotify wav m lt lt gt gt Unique identifier of operator Password Set a password for login Information General data this box contains only informative data Call routing Field contains information for routing a call to the operator s workplace If the call comes to operator s computer the value of this field must match the ID of the operator If the call should be directed to a telephone this field is prescribed a phone number The call to this number is performed in accordance with the table routing server Greeting Audio file containing operator s personal Operator s workplace setup Opens a window which contains personal settings of opera
55. tage of calls for which there was no free operator called number which is substituted by server when calling Enabling this option allows after the end of each call to run the system for fixing the results Specify the path to the application that will store the results of task s work and parameters that are passed to the application Format of string of parameters lt parameter gt lt value gt amp lt parameter gt lt value gt amp Special symbols that can be used in the parameter string for substitution number which received call client s calling number client s name if client was unidentified the string left blank full task s name global id of the call operator s name to which the call will be redirected 8 Click Apply to save changes www smile soft com AUTODIAL IVR 1 Select the appropriate type in the tasks setup wizard and click Next r y um ns ni Ets i ML LUE 1 _6 1 T UI dit cones ent pni 2071 RIE E mone nare IWR 1n I j i 8
56. task is designed to handle all calls which are addressed to it a list of selected groups must be left blank 5 n parameter unauthorized call forwarding select the task to which the call will be redirected if the client does not belong to any of the selected groups 6 Select the client s card startup mode when the operator s workplace receives the call in Pick up client s card parameter 7 Click Next Settings 300 sac SmileincA Play greeting waitingtime _ place in queue CO IVR gt 8 Inthe parameters of queue settings set the following parameters Allowed waiting time Before directing to the queue the estimate waiting time is calculated If the calculated value is greater than specified in this parameter the call won t direct to the queue queue overflow Redirecting when overflow From the drop down list select a task to which the call will be redirected if the estimated waiting time is higher than allowed If the task is not selected then when the queue is overflow the call is rejected fast busy Play greeting Turn on to play the audio file before placing in queue To set t
57. the operators after servicing call from a processing wrap WRAP state to free IDLE The direct path to the application file with extension exe bat frm application which starts at the workplace of the operator when a call comes IMPORTANT The application file must be in the same directory at all workplaces of the operators or in the general file server The parameters string passed to the application For transferring the following special symbols are used number which received a call calling number H client s name if client was unidentified the string left blank full task name process id operator s name to which the call is redirected Audio file that plays into the line of an incoming call www smile soft com 3 Click Next after setting up all necessary parameters LETT x test VIP Smile incA gt gt 4 Select groups of clients which should be served by this task To do this move the necessary groups from the field All to the Favorites If the
58. tor s workplace button 2 After setting all preferences click Next xu T 1 Default v v A A mr qf i gt gt 3 Select a category to which a given operator belongs To do this drag the appropriate categories from a box of All in the Target box 4 Click Next www smile soft com 5 6 Select the tasks that will be serviced by the given operator by dragging them from the box All tasks of the group in the Target box X gt gt gt test aut amp gent lt lt gt Click Apply OPERATOR S WORKPLACE SETUP Quick task launch This feature allows operators to launch a fixed set of tasks by pressing a single button To add hotkey do the following 1 Click Add in the right upper corner in dialog box Click the left mouse button on a new node Shortcut and press the button on the keyboard pressing on which you want to call the task 3 Inthe Task node select the task that will be launche
59. ttings The parameters string passed to the application For transferring the following special symbols are used client s calling number client s name if client was unidentified the string left blank full task s name global id of the call operator s name to which the call will be redirected 3 Click Next after configuring all necessary settings gt Bee test Clients1 test VIP rn GJ j T cy 2 7 gt gt 4 Select groups of clients which will be called by this task To do this drag the necessary groups from All to Favorites IMPORTANT This task won t work if there are no client groups in Favorites field 5 Select show client s card mode when the call will be receipted on operator s workplace in Pick client s card option www smile soft com 6 Click Next am Files amile IPCClalgorithmiEmailUsageSample application x i iw
60. urce 2 Check the box Use for authentication for the system being able to search through the database to identify incoming calls www smile soft com 3 Box Changes allowed you to add entries and modify the values of database fields by means of identification forms 4 The choice of string in the first column I specifies a unique identifier that is used as a unique client name in the system 5 Enter the first characters of the name of the table from which you must choose the data in the column field In the drop down fields of the database tables select the appropriate field The column External link is used to organize links to tables on external links which are used in sampling 6 In Type ID column you can set a type of identifier e PIN identification by personal customer number e Caller ID phone number by which the system can automatically identify client when receiving a call e IP address identification by customer s IP address e Phone the ID value is the phone number which can also be used for an outgoing call e Fax fax number e E mail e mail address e Task ID identification by the task name e Agent ID identification by agent s name IMPORTANT To make outgoing calls on a group of clients you must choose in one of identifiers Type ID Phone 7 To add or remove ID use the buttons at the bottom left of the dialog box 8 To save group settings click Apply
61. ww smile soft com Smile IP Contact Center IPCC brings the work with clients of your company to a new level This software allows you to work with almost any scenarios of serving clients conduct telemarketing events run company s business processes and also keep all information about the clients and their requests to your company INSTALLATION To make a proper installation of Smile IPCC on your PC 1 Launch smileipcc exe application Follow the instructions that appear amp Smile IPCC Setup Welcome to the Smile IPCC Installation Wizard It is strongly recommended that you exit all Windows programs before running this setup program Click Cancel to quit the setup program then close any programs you have running Click Next to continue the installation WARNING This program is protected by copyright law and international treaties Unauthorized reproduction or distribution of this program or any portion of it may result in severe civil and criminal penalties and will be prosecuted to the maximum extent possible under law CRS tme 2 Select the destination folder IMPORTANT If you have already installed this softwa and you want to install a new copy in the same folder it s highly recommended to delete all existing file in this folder which were left after uninstalling the previous version saving beforehand all necessary service files configuration server files algorithms
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