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PrettyMay Call Center for Skype User Manual

1. Copyright O 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 25 Call Center for E User Manual v4 1 In the Call Record Settings tab you can enable PMCCs to record calls for this extension e Enable call recording between caller and agents who are setup in this extension If you have this function enabled the system will record the inbound calls for this extension e Proportion of calls to be recorded You can define 100 record or partially record the inbound calls for this extension For example you can choose 50 and then 50 calls will be recorded e Prompt to play when call recording initiated You can give a prompt to the caller before the call is recorded e Call record storage folder You can define a customize location for the recording files Extension Node Settings D Basic Settings Call Record Settings w Voicemail Settings Enable call recording between Callers and Agents who are setup in this Extension Call Record Settings Proportion of calls to be recorded 100 Calls to this Extension will be recorded Prompt to play when call recording initiated Play voice prompt when call recording initiated a voice Prompt File Full Path CA Program FilestPrettymMay Call Center for SkypelvoicePrompts RecPrompt mpa Call records storage folder Location CA Documents and Settingsv ll Users Application DatalPMCallCenteriCallkecords Open folder Set Folder x Advance
2. io H Fress 0 Press Press e Export call flow Choose the call flow that you would like to export PrettyMay Call Center for Skype Enterprise Edition File Tools Help Inbound Call Flow Design aN Outbound Call Flow Line Management Voicemail Management 6 Call Record Management Y Track History Ev eeA IOLA Export call Flow Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 50 C2 Call Center for E User Manual v4 1 Save the call flow 5 my Documents 4 My Computer bly Recent Emy Network Places Documents Gjem Support i E Demo xml Desktop My Documenta My Computer File name Call flow of company w a Save as type XML File xml v My Network Note You can use the call flow import and export function to backup the call flow and easily configurate a new one Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 51 Call Center for E a User Manual v4 1 S Chapter 4 Outbound Call Center Settings die chapter describes how to configurate the outbound call center There you can also Study the call recording setups of each agent e Set Authenticated Outbound Users Choose Outbound call flow tab click Outbound Call Center settings then select Authenticated users page and you can assign outbound users from Skype contact list or cellphone mobile pho
3. Call Center for Gypsy User Manual v4 1 PrettyMay Call Center for Skype User Guide Released 41 Copyright O 2005 2010 PrettyMay Team All Rights Reserved www prettymay net l Call Center for E g User Manual v4 1 A Contents PENG NNN 4 How to use this guide rrnnrrrrornnrrrrrnnrrrrrrnnrrrrannnrrrrannrrrnnnnnrrrnnnnnnrnnnnnnerannnnnssennnresssnnnnessnnnsnssnn 5 Finding Out What s New srrrrrnnrrronnrrrrnnrrrronvrrrenvrrrennrrresnvrrrnnvnsnennrsnennverennvnsssnvnssennnessnnnssennsne 5 Hebedalsrandes ah 5 Training and SUDDON orsina EE 6 ADOUFE MAV ee 6 Your ae at 10 0 6 Oe 6 Chapter 1 IMMOGU GUGM issisviscsscscsesesesiseserssercasiisaeasninnoaa exiaiesiinsivatints dalsntistasnuittnuadeieuebbacseiestsssepeataensasaens 7 Why use PrettyMay Call Center for Skype rrrnrrrnnnrnrnnnnrnnrrnnvrnrnnnnrrrrnnnvrnnrrnnnnnsnnnn T How PMCCs works pride 7 System requirements rrrrrrrnnrnnrrsnnrrrernnrrnnrrnnrrnrnnnvrnnnennnrnnnnnnnnnsennnrnnsennnrnsnennnnesennnnnesennn 9 Chapter 2 10SABION oc ceicie ce sserssetdg seeteacttiestaetveciaarstecierciesstaninn iis utes dan tenis da otenuntdaanescaeeeetsaegaaceuees 10 BEITE TNS 10 Install Skype and PMCCS rrrrrnnrnrronnnrnrnennrnnrennnrnnrennnrnsrnnnnrnsennnrnesnnnvrnssennnnnsnennnnenennn 10 Launch PMCCS rnrrroonnrrrrennnrnrrnnnvrnrernnrresesnnrnsrennvrnseennnnnsesnnrnssennnnsnsnnnnssennnnsssennnnnsnnnnnsne 10 Chapter 3 Inbou
4. Chat Send File ar Call Phones Jacky Fu PrettyMay Host a Call in Progress W Enter phone number s Call Duration 00 14 Start Call Qt S Conference call 9 946 029 people ca p Dial Pad Dialing Out Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 55 Call Center for E Ee User Manual v4 1 Wid Chapter 5 Lines Management This chapter introduces the line management function Choose Line Management you will see all lines are list there To add remove a Skype line you can click Add anew line or Delete one line button on the toolbar ha PrettyEay Call Center for Skype Enterprise Edition File Tools Help Register ree Voicemail Management Call Record Management D Track History Wes Inbound Call Flow Design FE Outbound Call Flow Line Management Line Number Skype Account Connection St Work Status wi prettymay net connected van pretymay net connected whiny prettymay net connected Total lines 3 Busy lines idle lines 3 uestion There is Unknown or Searching item in the line g management list how to fix it Answer Please refer to here Copyright O 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 56 C2 Call Center for es User Manual v4 1 Chapter 6 Voicemail Management This chapter details you the usage of the voicemail function Choose Voicemail Manag
5. After you set it the outbound call rule will change as following 1 Dialing a national phone number the rule is 0 area code phone number 0 represents the country region you pre set 2 Dialing an international phone number the rule is 9 country region code area code phone number For example I you set China 86 as the default country when I want to call a Chinese phone number 8651251556542 I need to input 051251556542 Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 54 C2 Call Center for 453 Skype User Manual v4 1 Walks When I want to call an international phone number such as U S phone number 12182062978 I need to dial 912182062978 Note sign is used to confirm the speed dial number or phone number you input e Direct Dial Out through PMAAs An easy way for an agent to dial out is through PrettyMay Agent Assistant for Skype utility if you have installed PMAAs on your desktop you can launch it and make sure your PMAAs connects to the call center server then you can enter the phone number in the Call Phones panel in PMAAs then click Start Call following button see as S Skype pecallcenteri 3 Milea File Account Call Chats View Tools Help pmeallcenter123 ME 0 11 Skype Credit Buy more hen Accont KA EI EG 5 Q conference 3 lt gt
6. This Skype account has been used as the Skype Call Center account please call me directly T Voicemail Settings Ab Audio Settings ie Advanced Settings Copyright O 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 18 User Manual v4 1 C2 Call Center for E w e Extension manager settings Extension manager can use the Agents assistant to monitor all the Agents status and calls information for example who are busy and how many calls are in the waiting queue etc Navigation Call center gt tools gt extension manager settings Please choose the extension mangement from the main skype account contact list and assign to the extension manager group see below for the details Extension Manager Settings So Extension Manager Settings n extension manager can use PrettyMay agent assistant For Skype to monitor status of all calls and extensions he can control any inboundfoutbound calls as well Skype Contacts Refresh Extension Manager Padra Ramtin A Aet Testers Palomino Services Inc TA Tester3 Fastor Ryan Peters Patric Patricia Nixon Patrick Patrick Emmanuel Boulanger Paul Bullett Paul Rumbles Paul amp Paul Tiras teste al Learn more abouk Extension Manager Note Please refer to the agents assistant user guide for more details at http www prettymay net callcenterPMAAS User Manual pdf Copyright O 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 1
7. 00 00 00 00 00 00 04 Call Type a Callee s name Callers name Mot Found Mot Found Mot Found Mot Found Mot Found 447530110515 Techice JD Communication hboynehohenstein hboynehohenstein hboynehohenstein boynehohenstein 00000600000000606 Echo Sound Test Serv Echo Sound Test Serv Not Found Mot Found Mot Found Mot Found Mot Found Mot Found Mot Found Total lines 1 000000 000000 000000 000000 000000 000000 000000 000000 000000 2009 0341 6 17 28 82 2009 0341 6 17 21 22 2009 0341 6 1 20 03 2009 03116 17 19 11 2009 03 09 15 01 18 2009 03 09 15 00014 2009 03 09 14 59 03 2009 03 09 14 58 18 2009 03 09 14 58 00 Busy lines 0 00 00 10 00 00 07 00 00 13 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 Idle lines 1 Copyright O 2005 2010 PrettyMay Team All Rights Reserved www prettymay net EE 59 c2 Call Center for 5 3 em User Manual v4 1 Track history Tab options e Save Save the selected call log files to another folder e Automatically export the call log You can use this function to export a time range call log to xls format and use it to do some call analysis reports e Show column You can use this function to show or hidden column displayed in the track history tab e Delete Delete the selected call log File Tools Help Inbound Call Flow Design Fr Outbound Call Flow ra L
8. Dial By Name from this menu in the Voice Menu Node where caller enter into it See below screenshot Voice Nenu Node Sett ings oy Configure the voice menu node for your callers Diagrams Title Welcome to Your Company Mame Voice Prompt Settings Voice Prompt Location C Program FilesiPrettyMay Call Center for SkypeloicePrompts welcome mp3 Access Company Phonebook Enable callers to reach agents in the Public Contacts List From this menu Show all the public contacts Yoice Menu Description Welcome to xxx company Press 1 to do something Press 2 to do something Mote the tone is reserved to return upper menu and the tone is reserved to enter Dial By Name module Copyright O 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 29 Call Center for E a User Manual v4 1 Stead e Dial By Name Once you enable the Dial By Name feature for an agent callers don t need to know the extension number for the agent just press the first three letters of the last name for the agent then PMCCs will connect to the agent To enable the Dial By Name feature you need to initial the Public Contacts List click the Company Phonebook button on the toolbar then click the Add Contact link in the dialog see below screenshot A Company Phonebook es Public Contacts List in your company eee Public Contacts List may include all of employees in your compa
9. Nick Aron amp Nick Lashinsky S Add an authenticated Phone Number e g 116519876543 1517 7765416 PIN Personal Identification Number Allowed Access Time _ Enable PIN for the selected user Anytime a i Customize allowable outbound call time G PINS digits O AD Voice Prompt Settings Outbound Call Privilege a 8 Allow Any Outbound Call Allow Speed Dial Number Calls Only Outbound Call Recording e Outbound Call Rule When an authenticated user dials into outbound call center and hears the voice prompt the user is able to dial a phone number or speed dial number and end with the detailed format as following Country Region code area code phone number For example if you want call the phone number 8651251551234 you need to input 8651251551234 e Speed Dial Number To add a speed dial number choose Outbound call flow tab click Outbound call Settings button on the toolbar then select General amp Speed Dial Number page click Add button and you input a speed dial and a corresponding SkypelD or phone number Then you can use test the speed dial number by using an authorized extension to dial into outbound call center and input the speed dial and end with E g if you set a speed dial number 6 for SkypeID www prettymay net when you press 6 PMCCs will ring SkypeID www prettymay net Copyri
10. SkypeID or SkypeIn number then press the its own extension number to enter its own extension Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 45 Call Center for E a User Manual v4 1 S then PrettyMay will lead it to voicemail system and listen new voicemails or manage greetings Note if an agent has been assigned into authenticated user list in outbound call center when the agent dial into PrettyMay it will go to outbound call center first press ind to forward into inbound call center then press its extension number to enter the voicemail system e Out of Hours Settings You can set up different call flows based on time e g you may need to set up out of hours call flow running during non business hours each day Click PMCCs menu Tools gt Add new call flow in the Call Flow Run Schedule dialog set up time interval that you want to create a new call flow to run at For example I want to set up a call flow running at out of business hours 09 00 17 00 See below screenshot for the details Call Flow Run Schedule a Configure the call flow schedule according to your situation Call Flow Title Cut of Business hours Call Flow Run Frequency Time I 1 Every Day Start Time 00 00 00 End Time 08 59 00 9 Start Time 17 00 00 A EndTime 23 59 00 Cl Every Week CO Special Date Call Flow Description This call Flow runs
11. Timeout sec Action P 30 Repeat Prompt a Repeat Prompt Connect To Extension Language of system Connect To Voice Menu Set the language English Default v Learn more about multi language support A Show All System Voice Prompts e Extension Node Introduction There are two types of extension node e Skype Phone extensions You can assign staff s SkypeID Landline Cell phone number into the extension and then your staff can use Skype software Skype phones cell phones landline or any other Skype compatible devices to take make calls e Voicemail extension You can set up a single voicemail inbox so that caller can leave the voice message after he enters the extension number You need to select Set as a Voicemail extension option in the Extension Type field as below screenshot Note You can use this feature for out of hours and just record the callers information and then call back when you are on duty Extension Type 8 Set as a Skype Phone extension Set as Voicemail extension Add an Extension Node Select an existing Voice Menu Node right click the mouse select menu Add Extension Node See below screenshot Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 22 EE Call Center for E Ea User Manual v4 1 Wiki Add Voice Menu Hode Add Extension Node P 3 Change To Call Fersonalization Hode Add Conference Room Hode Add C
12. User Manual v4 1 MA File Tools Help Q voicemail Management Call Record Management Track History Ws Inbound Call Flow Design Outbound Call Flow Line Management F Line Humber Skype Account Connection St Work Status 1 why prettyrmay net connected idle mawaa PIPE utr BE LEE Tet fils pmcallcente roos connected Total lines 3 Busy lines 0 Idle lines 3 e Voicemail System e Personalize Voicemail Greeting You can personalize voicemail greeting for each extension Open the extension node choose Voicemail Settings tab click Personalize Greeting link then in 22 the pop up dialog click Record or Browse button to record replace a new greeting See below screenshots for the details Extension Node Settings D Basic Settings Voicemail Settings i Voicemail Settings Enable Voicemail if the call is not answered after certain seconds 30 ad x Personalize Greeting Call Record Settings 4llow agentis assigned this extension to remote access voicemail and manage greeting or Advanced Settings Yoicemail to Email Enable Voicemails to be forwarded to specified email address es Email destination address For multiple email addresses please use semicolon to separate them Op Send a test mail k SMTP settings Copyright O 2005 2010 PrettyMay Team All Rights Reserve
13. Voicemail Settings ok Advanced Settings Send chat message to an agent when an incoming call comes 4 Caller CALLER NAME dialed Skypeln number PAILED NUMBER and entered extension EXTENSION NAME is trying to reach you Return to Ehe Main Menu Enable callers to return to main menu node From voicemail by pressing ee Language of system voice prompts used in this node Set the language English Default w Learn more about multi language support A Show All System Voice Prompts Copyright O 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 21 Call Center for E spe User Manual v4 1 eed e Public Contacts List Company Phonebook Introduction The Public Contacts List is a directory where you can list all of your employees here and each extension represents an employee and been assigned with an unique extension number see below screenshot for the details e Add contact Add a new contact to the public contact list e Edit contact Modify one exist contact information e Delete contact To delete one exist contact information from the public contact list e Import phonebook You can use this function to easily import an exist phonebook to the PMCCs public contact list e Export phonebook You can use this function to export the defined public contact list to your computer for backup purpose Company Phonebook x Public Contact List for your company The Publ
14. before call is transferred at BOO a Dial By Name Let callers search for this agent Dial by Name E Documents and Settings ll Usersy amp pplication DatalPMCallCenter Custom voice am Tect D pe How bo improve audio quality in the conversation After you finish the initialization of the Public Contacts List open the Entry Node the top node in the inbound call flow or any other Voice Menu Node where you want the callers to enter the Dial By Name module Stick the checkbox Enable callers to reach agents in the Public Contacts List from this menu as well as the checkbox Enable callers to find agents Dial By Name from this menu Then click Apply button After these settings are done your callers can enter Dial By Name module by pressing meS from the Voice Menu you set Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 31 C2 Call Center for E e Call Personalization Node User Manual v4 1 Introduction Call Personalization node can be used to route calls differently based on the caller s telephone number or the Skypeln number that the caller dials There are two ways to use the Call Personalization nodes in your call flow they are 1 Set the Call Personalization node as the entry node in the call flow In this way the caller will be identified as soon as the PMCCs answers the call then routes the call depending on the call personalization setti
15. who is making a call and to what number they are calling In most cases Call Personalization can be configured based upon caller s phone number and or the Skypeln numbers they are dialing if you have more than one Skypeln number on the main Skype account off Add Cale Identification f i Default Fri Identification Ti Callers Num Dialed Number Regular Expre Link To Note Business B 120974854423 f ay Business B t Business 447 273702095 af ay Business A h LL ta Learn more about setting up a call personalization node Call Personalization Settings E Caller Identification Caller Identification Specify how PMCCS will identify callers Ero Personalization Settings Caller Identification Title Business 4 Caller Phone Number Skype ID Optional Dialed Skypeln or Skype Optional 4412 73702093 Enable regular expressions for matching caller Set as the default rule Notes q Learn more about caller identification You can setup dialed Skypeln or Skype ID Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 36 GM Call Center for Gage Song User Manual v4 1 Certified A PrettyMay Call Center for Skype Enterprise Edition File Tools Help eee Inbound Call Flow Design Fr Outbound Call Flow Fa Line Management E voicemail Management k Call Record Management u Track History Ev feeoA TT O 4A 0 2 Add the Call Personaliza
16. 9 Call Center for E a User Manual v4 1 S e Voice Menu Node Introduction A Voice Menu Node represents a pre recorded message which can be recorded and played to a caller like Press 1 for sales Press 2 for service Please see below screenshot of the voice menu node Record a main menu prompt Choose Inbound Call Flow Design tab right click the default main voice menu node select menu Edit then you can click Record or Browse button to record your own voice or select an existing mp3 wav file as the voice prompt for this node Voice Menu Node options Inthe Basic Settings tab e Voice Menu Name Specify a name of the voice menu node e Key to enter this menu DTMF tones pressed from upper voice menu node to enter this menu e Voice Prompt The pre recorded message will be played to a caller e Enable Callers to reach agents in the public contact list from this menu this option will enable a caller to enter the number of extension that listed in the public contact list e Enable callers to find agents Dial By Name from this menu this option will enable a caller to use dial by name function from this menu e Voice Menu Description Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 20 User Manual v4 1 Voice Nenu Node Sett ings D Basic Settings Basic Settings i Advanced Settings Voice Menu Name Welcome to the PrettyMay demo s
17. Center for E spe User Manual v4 1 S e Voicemail SMS Notification Once you enable the Voicemail SMS notification PMCCs will send a SMS message through Skype to inform you the new voicemail To enable this option open the extension node choose Voicemail Settings tab in the SMS notification field stick Enable SMS notification when a new voicemail is received checkbox then specify a cellphone number that receives the SMS message See below screenshot Enable SMS notification when new voicemail is received Phone numbers to receive SMS notification e g 8613905121 11 1 86130123455551 613905121111 SMS Content You ve received new voicemail fram CALLER NAME at Vr RECEIVED TIME duration vm DURATION Test sms messagg Limit sending SMS notification to certain hours of day week 0 1 2345 6 fF 8 Y 10 11 12 13 14 15 16 17 18 19 20 21 22 23 e Remote Access Voicemail Greeting Agents can use their Skype Cellphone Legacy phone to remote access new voicemails and manage its voicemail greeting To use the remote access feature follow the steps below 1 Open the extension node choose Basic settings tab set an agent s SkypeID phone number or legacy phone to Agent Operator group E g Skype agent Kevin Lee and its phone number 8613905121111 are assigned into Agent operator group See as following Copyright 2005 2010 PrettyMay Team Al
18. English Record Voicemail Greeting main menu greetingreplav mp3 English Save or re record greeting Honenew tL rips English Mo new voicemail repeatvh imps English Read net voicemail greetingsaved mp English Greeting saved callbackfailed mp3 English Sender phone number invalid dialbynamemainm English Dial by name main menu O r Learn more about multi language system voice prompts In the VoiceMail settings Tab Please refer to the voicemail system section for the details In the Audio settings Tab e System sound device You can define the system audio device e File format Define the files format when you record the calls Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 17 GN Call Center for exe User Manual v4 1 Seis Options Ke General Audio Settings System sound devices A System Voice Prompts Input device microphone we Voicemail Settings Realtek HD Audio Input Output device headset USB etc amp Audio Settings Realtek HD Audio output i Advanced Settings File Format Wavy Format Mp3 Quality Sample rate Hz 32000 Bitrate kbps Inthe Advanced settings Tab Enable auto chat reply You can use this function to notify the clients this skype account is used for call center if the clients send chat message Options ie General Advanced Settings A System Voice Prompts i i EE
19. Windows PC It is the client for the PrettyMay call center Calls are made and answered on Skype PMAAS provides the following functions Easy Call Transfer Presence Call monitoring Queue monitoring and Direct dialing out For more information about the PMAAS please refer to the PMAAS user manual which can be found at http www prettymay net callcenterPMAAS User Manual pdf Copyright O 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 8 Call Center for E Skype User Manual v4 1 Wiles System requirements CPU Intel Pentium II CPU Intel Pentium D CPU Intel Core 2 Duo CPU Intel Xeon Processor or higher 2 8G or higher E6600 or higher 5410 2 33G or PC Server 256MB RAM or higher 1GB RAM or higher 2GB RAM or higher higher 2GB RAM or higher Operating Windows XP Server Windows XP Server Windows Server Windows Server System 2003 Vista Server 2003 Vista Server 2003 Vista Server 2003 Vista Server 2008 32bit Seven 2008 32bit Seven 2008 32bit Seven 2008 32bit Seven Skype version Skype 3 8 Skype 4 i Skype 3 8 Skype 4 1 Skype 3 8 Skype 4 1 Skype 3 8 Skype 4 1 Network Download speed gt 15 Download speed gt 75 Download speed gt Download speed gt Connection Kilobytes sec Kilobytes sec 150 Kilobytes sec 450 Kilobytes sec Uplink speed gt 10 Uplink speed gt 50 Uplink speed gt 100 Uplink speed gt 300 Kilobytes sec Kilobytes sec Kilobytes sec Kilobytes sec Copyright O 2005 2010 Prett
20. all Fersonaliration Node Edit Change To Extension Hode Extension Options Inthe Basic Settings tab e Extension Name Specify a name of the extension node e Extension Number Keys pressed from upper menu to enter this extension e Extension Type Set this extension as a Skype Phone extension or voicemail extension e Assign Skype Phone agent s options Assign an Skype agent Assign one or more Skype agent s into the Agents Operator group and then these agents can use Skype to answer make calls Assign a phone number Assign cell phone or landline phone numbers into the Agent Operator group and then these agents can use cell phone landlines to answer make calls Skill Level Specify the priority for an agent to receive calls agent with higher Skill level will receive calls first You can choose one agent and right click to setup the skill level please refer to below screenshot 258 4gent Operator Group Agent Qperator Skill Level Christv rrettyM normal sl dd above normal normal h below normal Lowy Note Suppose that you setup two agents in this agent Operator group with different skill levels and both the two agents are available Available means the agents are online and free to pick up the call Then when inbound calls come it will ring to the high skill level agent first Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 23 Call Center for E a Use
21. ased upon the person who is making call and to what number they are calling In most cases Call Personalization can be configured based upon caller s phone number and or the Skypeln numbers they are dialing if you have more than one Skypeln number on the main Skype account r Add Caller Identification Tl Default Pri Identification Ti Callers Num Dialed Number RegularExpre LinkTo Note ar Business B 12097484423 of ay Business B Business 441273762093 af ay Business A 4 m E a Learn more about setting up call personalization node Close Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net J3 EL User Manual v4 1 Sethe Call Personalization Settings H Caller Identification Caller Identification Specify how PMCCS will identify callers K Personalization Settings Caller Identification Title DID for client Caller Phone Number Skype ID Optional Dialed Skypeln or Skype Optional Enable regular expressions For matching caller 5et as the default rule Notes Learn more about caller identification PrettyMay Call Center for Skype Enterprise Edition File Tools Help m nt S p Track R defan inessIEP for climgi A Business A Business Business B Pressat Press Note If the system can t identify the incoming calls and the calls is excluded f
22. cally start the skype instances Skype slient mode settings If you have this options checked it will automatically closes the skype windows when the call is finished Notification If will send a notification message to the agents if a caller is in the waiting queue Answer settings Answer incoming calls after Define the PMCCs pick up the inbound calls delay time Delay to start the welcome message after seconds Define the welcome message delay time Duration of silence before prompting for inputs seconds Time range to input the extension DTMF tone Numbers of silence prompts before closing the calls Numbers of the prompts played if the callers don t have any DTMF tone Call transfer timeout settings Ring tone timeout to agents Skype agents available status settings As the default setups just the status with online Skype Me are considered as available Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 15 skype User Manual v4 1 MA Agents Transfer Status Settings Agents Transfer Status Settings You can specify the statustes of an Skype agent which will be considerred as available for call transferring Online Not Available Do Not Disturb Invisible Offline Hold music for PSTN transfer If you enable this function it will enable the onhold music for the PSTN agents Running log You can enable the running log for system diagnosis purpose Language s
23. ce room the participant can be landlines mobile phones or Skype users Note this feature is ONLY available in Professional license Add a Conference Room Select a voice menu node right click mouse then select Add Conference Room Node See below screenshots for the details Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 38 EE Call Center for E Ea User Manual v4 1 Wiles Add Voice Menu Node Add Extension Hode Be Add Conference Room Node Add Call Personalization Node Edit Change To Extension Hode amp EY Change To Call Fersonalization Hode Configure conference room node Conference Room Node Settings Conference Room Node Settings Conference Room Name MyConference Conference Extension Number 0 9999 Skype Line for this Conference Room Tr Add New Skype Line for Conference Line Status Skype Id af Connected pmcallcenter003 Other settings Enable password protection Gh PasswordiD 999 123 Records store Folder C Documents and Settings all Usersj Application Data PMCallCenter ConfRecords Ev ir s Learn about conference room settings Conference Room Name You can specify the name of the conference Conference Extension Number Specify a number where the caller presses from the upper menu to enter the conference Skype Line for this Conference Room Each conference room requires a dedicated Sky
24. d www prettymay net 41 Call Center for E a Certified User Manual v4 1 amp Personalize Greeting i X Set your personalized greeting Yoicemail Greeting Settings Recommended content Sorry I m not available to take your call right now Please leave message after the beep Sound File Location C Documents and Settings All Users 4pplication DatalFMCallCenter Custom voice ordering mp3 Add the BEEP noise after the voicemail greeting oO e Voicemail to Email Forwarding Once you enable the voicemail to email forwarding feature all new voicemails will be forwarded to a specified email address as the attachment To enable voicemail to email forwarding feature follow the steps below 1 Stick the Enable Voicemail Inbox for this extension checkbox in the Voicemail settings tab in the extension node option dialog and specify the email addresses of agents who will receive the new voicemails See below screenshot Voicemail Settings Enable Voicemail Inbox For this extension Fy Personalize Greeting Allow agentis assigned this extension to remote access voicemail and manage greeting Enable Voicemails to be Forwarded to specified email addresses Email destination address For multiple email addresses please use semicolon to separate them support prettymay net support prettymay net at Os Sendatestmail SMIP settings Copyright 2005 2010 PrettyMay Team All R
25. d Settings Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 26 Call Center for E skype User Manual v4 1 Wiles Inthe Advanced Settings tab there are following options e Call Queue options Introduction Voice Prompt Specify a prompt to be played to a caller when he is put into the waiting queue You can use the system default one or customize one greeting Music on Hold Music for a caller in the waiting queue You can use the system default one or customize one greeting Maximum Queue Wait Time Seconds The maximum time for a caller waits in the queue before the call is forwarded to voicemail Enable a caller in a queue to enter voicemail by pressing Specify a key that a caller can press to enter voicemail e Notification of incoming calls Send chat message to an agent when an incoming call comes If it is checked PMCCs will send a Skype chat message of the call info to the ringing agent e Return to the main menu If it is checked when a caller is in the voicemail of this extension the caller is enable to press the specified keys to return to main voice menu Extension Node Settings D Basic Settings Advanced Settings Call Queue Settings Introduction Yoice Prompt Default OG Call Record Settings Music on hold Default Maximum Queue wait Time Seconds 180 Enable caller in queue to enter voicemail by pressing Notification of incoming calls vs
26. during out of business hours It runs during 00 00 08 59 and 17 00 23 59 a Learn more about setting the call flow schedule Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 46 EN Call Center for 453 GI User Manual v4 1 Sebi After you finish the settings you will see a new call flow listedin the Call Flow List see below screenshot PrettyMay Call Center for Skype Enterprise Edition BK File Tools Help Register wv Inbound Call Flow Design P Outbound Call Flow Line Management E Voicemail Management 8 Call Record Management y Track History Ef e ACARI O A 0 v a Call Flow List This call flow is the defau and will be used if there i no time specific call flow ifthe time is outside any scheduled time specific call flows ji Bo Add New Call Flow Edit Schedule Gi i Extension Name Welcome to the PrettyMay demo system Voice Prompt Location C Program Files PrettyMay Call Center for Skype VoicePrompts welcome mp3 Voice Menu Description Welcome to the PrettyMay demo system If you know the extension number for the person you require please dial it now For a compan directory press Total lines 1 Busy lines 0 Idle lines 1 mw d Delete You can just setup a voicemail for the out of business hours to let the callers leave voicemail Right click voice menu gt Change to extension node Add voice Menu N
27. ed see below screenshot PrettyMay Call Center for Skype Enterprise Edition D File Tools Help Inbound Call Flow Design Fr Outbound Call Flow Line Management E voicemail Management OG Call Record Management O Track History Skype Account Connection St Work Status omcallcenter support connected idle pmcallcenter support connected idle pmcallcenter support connected idle uestion There is Unknown or Searching item in the line g management list how to fix it Answer Please refer to here Copyright O 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 12 Certified die Call Center for E Quick help If it is the first time to launch PrettyMay call center you will see the quick support frame at the right of the main call center window We suggest you to do the system diagnostics Please see below screenshot for more detail information User Manual v4 1 Quick Help Quick Start Guide System Diagnostics B Get Online Number Skypeln Get Skype Credit SkypeOut G Get Skype Unlimited Calls vu Knowledge Base About voice Menu P About Extension Node About Call Transfer About Conference Room About CutBound Call Center About Agent Assistant utility P Get best audio quality Get Email Support Quick Start Guide Once click it will show you THREE steps to quickly setup your call center system e System Diagnostic
28. ement tab you will see the current day s new voicemails listed there 7 Inbound Call Flow Design Fr Outbound Call Flow d Line Management Vag Voicemail Management call Record Management WD track History 3 go he LW f BRA 2009 03 30 4 BER 2009 05 30 Nr Read Forwar Extension Number Extension Caller Callers name jan Er 102 pretymay testt Tester 2009 01 13 196 17 32 20 00 00 01 amp 3 102 prettymay test1 Tester 2009 01 13 Tue 17 31 49 00 00 16 amp ia 101 prettyrnay testt Tester 2009 01 13 Tue 1 7 30 27 00 00 13 Total lines 1 Busy lines 0 Idle lines 1 Voicemail management Tab options e Save Save the selected Voicemail to another folder e Edit Edit one note for the selected voicemail e Delete Delete selected voicemail PrettyMay Call Center for Skype Enterprise Edition File Tools Help Inbound Call Flow Design Fr Outbound Call Flow f Line Management fo Voicemail Management Call Record Management u Track History BE f 2009 09 28 v Read Status Forw Extension Mu Extension Caller Callers na Time Rec Duration Ordering happyfis Christy iP 2010 03 18 Th 00 00 19 yrj 1234 TechiceYa 20710 02 02 Tu 00 00 01 HA 2010 03 23 Operator 19 9 x Fender fre Gjenta Toe a Operator nappyils happyfish36 2010 02 02 Tu amp
29. enter their own extension number to access voicemail and manage greeting they can hear the new greeting or change the greeting e Enable Voicemail to email If this is checked PMCCs will forward voicemails to the specified email addresses as attachments e Email Addresses Email address es to receive voicemails e Enable SMS notification when a new voicemail is received If this is checked PMCCs will send a SMS to the specified cell phone number when got a voicemail e Phone number s to receive SMS e SMS Content e Limit sending SMS notification to certain hours Specify a time interval to send SMS message Extension Node Settings fe Basic Settings Voicemail Settings A Voicemail Settings Enable voicemail iF the call is not answered after certain seconds 20 x Personalize Greeting Call Record Settings Allow agent s assigned this extension to remote access voicemail and manage greeting Advanced Settings Yoicemail to Email Enable Voicemails to be forwarded to specified email addressjes Email destination address for multiple email addresses please use semicolon to separate them sUpport prettymay net Og Send a test mail SMTP settings SMS Notification wv Enable 5M5 notification when new voicemail is received Phone number s to receive SMS notification fe g 8613905121111 8613012345555 SMS Content om T 01 2 3 45 67 89 10111213 1415 16 17 18 19 20 21 22 23
30. ettings Setup a default language 2 Options ie General A System Voice Prompts T Voicemail Settings a Audio Settings i Advanced Settings language package General Auto Start start PrettyMay Call Center when I start Windows Start Skype when I start PrettyMay Call Center Skype Slient Mode Settings Don t pop up call notification windows when incoming calls come Notification Send Skype chat message to appropriate Agents Operators when callers are in their queue waiting to be transferred Answer Settings Answer incoming call afterfseconds Delay to start the welcome message after seconds Duration of silence before prompting For input seconds Number of silence prompts before closing the call Call Transfer Timeout Setting Call Transfer timeout after seconds amp Skype agent s available status setting Hold music for PSTN transferring Enable hold music play when transferring a call to PSTN number Running Log Enable creation of 4 running log For debug purposes Language Settings English English Inthe System Voice Prompts Tab System Voice Prompt language package list You can setup a system default Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 16 C2 Call Center for E em User Manual v4 1 Add new language package Click this button to add new language package Note Please refer to below URL to study how to add multiple language packages
31. ght 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 53 Call Center for E QPS User Manual v4 1 Wid e Smart Dialing Smart dialing feature is used to pre set a country region where you frequently make outbound calls to so that you don t need to input the country region code every time you make the outbound call To enable the smart dialing option choose Outbound call flow tab click outbound call center settings choose General amp Speed Dial page choose the country in the Smart dialing field See below screenshot Outbound Call Center Settings EW x Authenticated Users Set Speed Dial Numbers and configure general settings a Speed Dial Number List Settings mx General amp Speed Dial Speed Dial Number List Speed Dial Nu Skype Id Fhone Number Remark AD Voice Prompt Settings i D echo123 Edit Smart Dialing Select Country China 86 w Note Please make sure you know what Smart Dialing is otherwise DO NOT set the country a To learn more PIN Personal Identification Number Retry Time Maximum number of retries For the PIN input Phone number Speed Dial Number Playback for confirmation Require confirmation playback of numbers from Skype users Require confirmation playback of numbers From landline cell phone users Outbound Call Records Storage Folder Location E Documents and Settings 4ll Users Application DatalPMCallCenter OutBoundRecords a E
32. http www prettymay net callcenter faq index php pid knowledgebase amp cmd viewent amp id 8 Voice Prompt List Here lists all the system default prompts for inbound call center Note You can customize the system default greetings please make sure the name same with the original ones and also please put the greetings in a public folder Options A General System Voice Prompts System Voice Prompt Language Package List Language English Default w v Voicemail Settings Set as default system voice prompt language x Add new language package H A System Voice Prompts a Audio Settings Voice Prompt List k Advanced eee File Language Description Unknownemd mgpa English lam sorry dont understand your request transfering mp3 English Transferring call for you please hold on anhald mps English Hold music PutintoGueue mp3 English The person you are trying to reach is ina conve waitingInQueue imps English Sound effect played when a caller is in the waiti hangup mp3 English We are currently unable to transfer your call Ple leavemessage mp3 English Leave a message after you hear the beep FecPromptmps English This call may be recorded vpnotfound mp3 English The voice Frompt was notfound or is not acte Unablereachcaller English Sorry unable to reach the caller please try agai remotemainmenu English Remote Access Voicemail main menu F record higreeting
33. ic Contact List may include all the employees in your company You are able to assign an Unique extension number to each employee in the list This allows caller to connect with an employee by entering their extension number without requiring you to give out the private and or personal SkypelDb Phone number r Add Contact F ii Extension number First Name Last Name Skype ld Phone M Enable Voice Enable Call K 901 Tina lee prettyrnay test mr N A 903 Techice Yong prettyrmay test3 N A N A 902 Christy Huang prettyrnay test N A vf gd Learn more about Public Contact List Company Phonebook W Import Phonebook Export Phonebook Close Copyright O 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 28 Call Center for E a User Manual v4 1 S Different from the extension node set in the Inbound Call Flow Design panel extensions in the Public Contacts List can be reached from any Voice Menu Node with the checkbox Enable callers to reach agents in the Public Contacts List from this menu selected Another advanced feature to use the Public Contact List is callers can find the person in the list by using Dial By Name method so they don t even have to know the extension number of the person they try to reach they just need to enter the first three digits of a person s last name To enable the Dial By Name function you need to select the checkbox Enable callers to find agents
34. ights Reserved www prettymay net 42 Call Center for E Qs User Manual v4 1 Sei 2 Configure the SMTP settings Click the SMTP setting link configure the settings as below screenshot Sender Information Sender Name PretbyMay Call Center for Skype Mail Address techicevagrail corn SMTP Server Server Name Address Fort smtp gmail com 465 Server Connecting require S5L Server requires authorization Username Password Lu Sender Name The name from which Emails sent from PMCCs will appear to be from Mail address The Email address from which Emails sent from PMCCs will appear to be from Server name Address The name or IP address of your SMTP mail Server Port The port number of your SMTP mail server In most cases this port is 25 Server connecting requires SSL Check this if your SMTP server requires a secure SSL connection Server requires authorization Check this if your SMTP server requires username and password User name If your SMTP server requires a username you may specify it here Password If your SMTP server requires a password you may specify it here 3 Send a test email for checking the settings Send a test Email message to determine if your settings are correct by clicking the Send a test mail link Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 43 Call
35. ine Management Voicemail Management Call Record Management Track History Callee s Extension Na Extension Nu Callers Access Time Stamp Duration NotFound Support 1 Brian Sin 2010 03 23 12 00 47 00 00 00 notFound Brian Sin 2010 03 23 12 00 08 00 00 36 notFound Summar 20100371 8 14 25 29 00 00 04 NotFound Summar 2010031 8 14 25 25 00 00 09 Mot Found Ordering 1 happyfis 2010 0301 8 14 25 01 00 00 00 notFound Summar 2010 03018 14 24 50 00 00 23 NotFound Summar 2010 03118 14 24 44 00 00 31 NotFound Summar 20100371 5 14 22 11 00 00 27 Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 60 Call Center for E eo User Manual v4 1 eed Chapter 9 Support Resources This chapter tells you how to get a support from the PrettyMay If you have any problem or suggestion after using the PMCCs you can get help in the following way 1 Visit PMCCs FAQ at hittp Awww prettymay net callcenter_ faq 2 Go to our support forum at http Awww prettymay net forum 3 Contact us via email at support prettymay net 4 Contact our online support team directly at http Awww pretiymay net support htm Copyright O 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 61
36. l 0 Operator happyfis Christy iP 2010 02 02 Tu Hang Wp amp Nid Operator resolveit Resolve lT 2010 01 25 M 00 00 00 jan og 1 Ordering summar summar002 2010 01 25 M 00 00 03 jan Og Renting a pro summar Summar00V 2010 01 22 Fri 00 00 00 jan ig 0 Renting a pro summar Summar00f 2010 01 22 Fri 00 00 40 Copyright O 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 57 Call Center for E Skype wy IA e 1 2 User Manual v4 1 A Chapter 7 Call Record Management Ia chapter tells the function of the call recording frame Choose Call Record Management tab you will see the current day s call recordings listed there see as following Inbound Call Flow Design dar Outbound Call Flow p Line Management Qu Voicemail Management dl Call Record Management D Track History Callee s name Callers name Record Start Time Duration weet TH Gate 008 01 18 10817 5825 00 00 38 Echo Sound Test Service Gate 2009 01 13 Tue 1 7 50 43 00 01 00 g Gate Tester1 00801153 TUE SON 00 00 15 g Gate Testeri 2009 01 13 Tue 17 49 14 00 00 07 60 at Total lines 1 Busy lines 0 Idle lines 1 Call record management Tab options e Save Save the selected call recording file to another folder e Edit Edit one note for the selected Call recording file e Delete Delete the selected call recording log PrettyMay Call Center fo
37. l Record Settings Extension Type v Set as a Skype Phone extension Set as a Voicemail extension ee Advanced Settings wv Assign Skype Phone Agent s amp Assign an Skype Agent Refresh 44 Agent Operator Group v Angel Agent Operator Skill Leve IM me 1st Michael Gough S Calfen PrettyMay Net normal C KARINA 3 UN SOFFI 8 18177765418 B 35699834527 pr m nnn el Q lt gt Assign a Phone number e g 116519876543 Test call to selected contact phone Call Routing Options Ring Group Call all agents in the group at once Handoff call transfers oO Skip to next available agent when the previous available agent doesn t answer the call after seconds Prompt While Transferring Play the voice prompt before a call is transferred Extension Node Description Support Team Extension Pr How to improve audio quality in the conversation Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 24 Call Center for E User Manual v4 1 In the Voicemail Settings tab you can enable the voicemail option for this extension e Enable Voicemail If this function is enabled if the agents are not available the callers will be put into the voicemail to leave the agents voicemail e Allow agent s to remote access voicemail and manage greeting If this is checked the agents can dial into the call center then
38. l Rights Reserved www prettymay net 44 Ie Call Center for E eres User Manual v4 1 Wiki Assigning Skype Phone agentis for this extension Refresh 2 Aqent Cperator Group amp From Skype Contacts AgenttQperator Skill Level IM me 1st Michael Gough S amp G 8613905121111 low KARIMA 2 GUN SOFFI To Kevin Lee normal 6 18177765418 6 35699034527 G 5651261966320 B From Legacy Phones lt T gt a Add International Phone Number e g 116519876543 3 Testcallto selected contactphone C oo 2 Choose Voicemail Settings tab stick both Enable voicemail inbox for this extension and allow agent s assigned this extension to remote access voicemail and manage greeting option See below screenshot Extension Node Settings Ed Basic Settings Voicemail Settings amp Voicemail Settings Enable voicemail if the call is not answered after certain seconds 30 k i Advanced Settings Yoicemail to Email Email destination address For multiple email addresses please use a semicolon to separate them fe ba Send a test mail d SMTP settings SMS Notification Q Enable 5M5 notification when a new voicemail is received Phone number s to receive SMS notification e g 8613905121111 8613012345555 SE SMS Content nl 0 1 2 345 6 8 9 1011 12 13 14 15 16 17 18 19 20 21 22 23 3 The agent can use it s Skype account or cellphone to call the main
39. message here for your ET AER Add video or write a message here for your friends to see friends to see friends to see Personalize v Search Contacts Groups and Conversation Topics Contacts Conversations Contacts Conversations Contacts Conversations Q Echo Sound Test Service Q Echo Sound Test Service Q Echo Sound Test Service 12 813 601 people online 12 813 601 people online 12 813 601 people online Call phones Call phones Call phones 3 Then Skype will pop up the Access Control dialog to ask you whether you allow PrettyMay to use Skype you MUST select Allow this program to use Skype option then click OK button Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 11 w Certified User Manual v4 1 Note Each Skype instance will pop up the dialog separately please give the access for each instance see below screenshot Another program wants to use Skype Another program wants to use Skype Another program is trying to access Skype This program is not known bo Skype and therefore can be potential security risk Ka Name PMCallCenter exe Publisher PrettyMay Inc Do not allow this program to use Skype What does this mean Skype 3 8 Skype BETA Useful tip 7 PMCallCenter exe wants to use Skype Skype above 4 0 4 Check the line status in the Line Management tab see whether all lines are connect
40. n Skypeout service How PMCCs works Server PC PMCCs and the main Skype account need to run on a separate computer as the call center server All calls are received made through the main Skype account and PMCCs delivers them to appropriate Skype or phone agents Callers Callers can use any cell phone landline phones or Skype clients to call the Skypeln number SkypelD to dial into the system Agents Agents Operators can use Skype clients or cell phones to take make calls If the Skype agents Operators they can also use the Agents assistant system to easily handle inbound outbound calls for the details please refer to the note about the agents assistant Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 7 SVG Call Center for W CET User Manual v4 1 Sebi Computer Server a p Cell Meg om gt Ka S i lt Landline Phone Computer Skype Phone a Skype Phone Smartphone Computer System architecture Callers call center server and agents Note The PrettyMay Agent Assistant for Skype PrettyMay Agent Assistant for Skype PMAAS is a compact utility which allows your agents managers to easily manage your extension with a few mouse clicks rather than via DTMF tones and limited Skype interface PMAAS is NOT the software to replace Skype for your agents to make answer calls but a small Skype plug in which need to run together with agent s Skype on a
41. nd Call Center Settings srrrrrnrrrronnrrronnrrrrnnrrrrrnrrnernrrnrrnvrnnrnnrnrennrnsnnnr 15 EE Eg ODIO EEE 15 e Extension manager settings rrrrrrrrrrrnnnrrrrrnnnnnrrrnrennnnrrnnrrnnnnnrrnrnrnnnnvnnnnrnnnnnnnsennn 19 Voice Menu Node rrnnrrnrrnrnnnnrnnrrrnnnnrnrsrnnnnnrrnsrennnnrnnnrennnnrrnnsennnnnrnnsennnnnvnnssnnnnnnnsssenn 20 EXeNSION 616 lt gates ne en en Ce OO ne E ee 22 e Public Contacts List Company Phonebook mrrsrrrrrsnrrrrrnrrrrrnvrnnrnvrnrrnnnene 28 e Dial By NINE Leie 30 e Call Personalization Node rrnrrrrrnnrrrrrrnnrrnrennnrrrrnnnrrnrennvrnnrennnnnsrrnnnnnrnnnnnnsnennnnee 32 e Call Conference Room Lannaasgsnedgnaensmaidetjkennidnbenkanvdpsmesskdt 38 JR 401 LESE 1 EEE EEE EEE 41 e Personalize Voicemail Greeting rrrrrrrrrrrnrrrronnrrronnrrrrnnrrrnonvrrrnnnrrnonnvnnnnnr 41 e Voicemail to Email Forwarding orrrrrrornnnrrnrrnonnnnrnrrrnnnnnrrnnrrnnnnrnnnrnnnnnnnnnr 42 e Voicemail SMS Notification orrrrrrrrnrrrroronrrrroronrrrrrnnvrrrrrnnrrnrrrnvrnnrnnnnrnnnnn 44 e Remote Access Voicemail Greeting rrrrrrrrrnorrronnrrrrsnrrrronvrrrnnvrrronnvennnnr 44 OUT OF Hours Settings Ln srnsmsikesmmnesuennennmesesejsmnennevmnevetininsn 46 e How to import and export the call flow orrrrrronrrrrrrnnrrrrronrrrrrrnnrrrrrrnvrnrrrnnnnnr 49 Chapter 4 Outbound Call Center Settings mwwrrrrrrrrnnrnrsnnrnnrnnrnsn
42. ne numbers Outbound Call Center Settings 9 Authenticated Users Assign the users who can access Outbound Call Center Set up Authenticated Users D General amp Speed Dial amp Assign an Skype Agent Refresh yf Authenticated Users Ned Coleman A Name A Voice Prompt Settings isa 18177765418 Neil BB work T Nedim Aydogdu New Mexico Software Nicholaus HALL QB Nick Aron Nick Lashinsky ned Q Add an authenticated Phone Number e g 1165198 18177765418 PIN Personal Identification Number Allowed Access Time ow GA PIN 3 digits Outbound Call Privilege Outbound Call Recording Outbound Call Recording If you want to record outbound calls in PMCCs you can enable the call recording option for outbound users Choose Outbound call flow tab click Outbound call center settings then select a user in the Authenticated users list stick the Enable Call Recording for the selected user checkbox in the Outbound call recording field See below screenshot Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 52 User Manual v4 1 Outbound Call Center Settings 5 Authenticated Users Assign the users who can access Outbound Call Center Set up Authenticated Users ai General amp Speed Dial LA Assign an Skype Agent Refresh s4 Authenticated Users Med Coleman heil Neil BB 6 work Mew Mexico Software Nicholaus HALL Wy
43. net 10 User Manual v4 1 Sebi Concurrent Lines Settings O Add concurrent lines PrettyMay Call Center will launch multiple Skype clients with the same Skype account under different Windows user sessions to support multiple concurrent Skype or Skypein lines Please specify the number of concurrent lines you want to support The more concurrent lines utilized the more system resources will be required including CPU memory and network bandwidth Launch 3 gt Skype Clients Note You can choose how many lines to launch based on your requirement You can also change the number of lines later at the PMCCs Line Management tab 2 After clicking Ok button on the Concurrent lines settings dialog the number of Skype clients will be launched by PMCCs see the screenshot below generally you need to sign in the same main Skype account on all those Skype instances For example suppose pmcallcenter support is the main Skype account for your company you will signin pmcallcenter support on all instances launched cys Skype BETA pmcall LO x 055 Skype BE pmcall LO O x 53 Skype BETA pmcall LO O X Skype Contacts Call view Tools Help Skype Contacts Call View Tools Help Skype Contacts Call View Tools Help 81 pmcallcenter support a pmcallcenter support pmcallcenter support Add video or write a message here for your FN Add video or write a
44. nformation you need to work with PMCCs effectively It contains detailed information about the following Overview and reference information PMCCs implementation suggestions How to use PMCCs windows PMCCs functions and features PMCCs system setup This preface explains how this user guide is organized and introduces other sources of information that can help you Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net w Certified Call Center for E ew User Manual v4 1 A How to use this guide This guide contains the information you need to understand and use PMCCs This preface explains how this user guide is organized and introduces other sources of information that can help you This guide contains the following chapters e Chapter I provides a brief introduction of the PMCCs and also the system requirement to install the PMCCs e Chapter 2 contains how to install the PMCCs and the main GUI of the PMCCs And it also details how to use the quick support function e Chapter 3 tells you how to setup the inbound call center and the function of each option It tells you how to use the voicemail to email function conference feature as well as the call queue functions e Chapter 4 describes how to configurate the outbound call center There you can also Study the call recording setups of each agent e Chapter 5 introduces the line management function e Chapter 6 details you the usage
45. ng you designed in the call personalization node To set the call personalization node as the entry node right click the main voice menu node select the Change to Call Personalization Node menu Add Voice Menu Hode fig Add Extension Node E Add Call Fersonalization Node Edit Change To Extension Hode You may create a routing rule to do something as simple as if important client A calls transfer the call directly to one extension rather than have to do the auto attendant in this case Create a new Call Personalization by clicking the Add Call Personalization button in the dialog In the Caller Identification tab under Caller Phone Number Skype ID field enter client A s telephone number you can add a comment in the Note section Go to the Personalization Settings tab and select Transfer the call to an extension and select or create one extension please see below screenshots for the details Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 32 WENG Call Center for Gaps ope User Manual v4 1 Walks Add Voice Menu Hode Add Extension Node Add Call Personaliration Node Edit Change To Extension Node Call Personalization Settings Eg gt Call Personalization List Call Personalization is a Feature that enables you to personalize call b
46. nnrnnernvrnnrnvrnrrnvnnsenvnnsnn 52 e Set Authenticated Outbound Users rrrsnrrrrronnrrrrornvrrrrrnnrrrrrrnvrnnrernnrnnrrnnnnennnnnr 52 Outbound Call Recording nusssrsroarmssienmssoneirasermndnsrsenes n 52 e Outbound Call Rule rrnrrrrrronrrrrornnrrrrrrnnrrrrrrnrrnrrrnnrrnrennnrnnnennnrnsnnnvrnnsennnnnnnennnnesennne 53 e Speed DANNER a en eee cee veneer e 53 SMP 54 e Direct Dial Out through PMAAs srrrrrrnrrrrrnrnrrsnnrnrrnvrnrrnnrnsesnvrsesnvrsernvnnnsnvnesennnee 55 Copyright O 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 2 User Manual v4 1 Walks Chapter 5 Lines Management rrnnrrrrrnnnrrrronnrrrrernnrrrrernrrnrrrnnrrnrennnrnnrennnrnsernnrnnsennnrnssennnsee 56 Chapter 6 Voicemail Management rrnrrrrrrnnrnnrnnnnrrrrennrrnrennnrrnrennnrnnrennnrnsernnrnnsennnrnssennnsee 5 Chapter 7 Call Record Management rrnrrnrronnnnnrnnnnrrnrennnrnrrrnnrrnrnrnnrnnnennnrnnrennnnnsnrnnnnnsennne 58 Chapter 8 Call Log Management rmrrrnrrrrnnrnnnanvrrronvrrronvrrrnnnvrrennvrrnsnvrrnnnvrnnenvnnsennresennnennnns 59 Chapter 9 Support Resources rrmmrrrnnrnnnrsnnrnrnrnnrrnrernvrrnrrnnnrnnrennrrnsnnnnrnerennnrnnsennnnnsennnnnssennne 61 Copyright O 2005 2010 PrettyMay Team All Rights Reserved www prettymay net Call Center for E User Manual v4 1 Preface Welcome to Release 41 of the PrettyMay call center user guide This user guide includes the i
47. ny YOU are able to assign an unique extension employee in the list this allows a callerto connect with an employee by entering its extension number without re outthe private and or personal SkypelD Phone number Add Contact Extension number First Mame Last Mame Skype Id Phon Enable Voice Enable Call There are no public contacts information to show You will be able to set an extension for an agent set the appropriate options make sure the Let callers search for this agent Dial By Name is checked and specify record a sound file which contains the audio of the person s name Do as above for each of your employees See below screenshot Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 30 Call Center for E skype User Manual v4 1 See Public Contact Settings ls Basic Settings Basic Settings iv Voicemail Settings Gal RSC ord Seng Extension Number 00 9999 4 903 ve Agent s Skype andor Phone number Advanced Settings s 9 g Assign an Skype Agent 4 Refresh 255 Agent s Skype Phone number psieq Agent peratar Skill Level quickanswer prettyrnaytester normal ramon de la cruz raxcyO 7 roddy forfar salessvision360 sathouse Lt gt pretty 4 Test call to selected cantact phone a Assign Phone number e g 116519876543 Call Routing Options C Handoff call transfers Prompt While Transferring Play the voice prompt
48. ode Add Extension Node Add Conference Room Node Add Call Personalization Mode Edit Change To Extension Node Change To Call Personalization Mode Copyright O 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 47 Gr Call Center for Gaga expe User Manual v4 1 Wiles Extension Node Settings D Basic Settings Basic Settings P i i Welcome to the PrethyMay demo system Gh Voicemail Settings Extension Name Welcome to the PrettyMay demo system Extension Type Q D Set as a Skype Phone extension osaavaan Set as Voicemail extension Assign Skype Phone Agent s io Advanced Settings Assign an Skype Agent H 228 Agent Operator Group a Saurabh Arora AgentQperatar Skill Level 1 Gianfranco Sathouse TM walle AA 442071839144 G Assign Phone number e g 116519876543 Call Routing Options Ring Group Call all agents in the group at once Handoff call transfers Skip to next available agent when the previous available agent doesn t answer the call afteriseconds Prompt While Transferring Play the voice prompt before a call is transferred E 1Program Files PrettyMay Call Center for SkypelyoicePromptsjwelcome mp3 Extension Node Description Welcome to the PrettyMay demo system IF you know the extension number for the person you require please dial it now st How to improve audio quality in the conversation The default call flow runs a
49. of the voicemail function e Chapter 7 tells the function of the call recording frame e Chapter 8 introduces the track history function you can export it to analyze the daily call logs e Chapter 9 tells you how to get a support from the PrettyMay Finding Out What s New From the website of http www prettymay net callcenter whats new htm you will see the detailed change log of each new version Related User Guides PMCCs has a client plugin for the agents which called the agents assistant for the detail please refer to PrettyMay agents assistant user guide at below URL http www prettymay net callcenterPMAAS User Manual pdf Copyright O 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 5 Call Center for E egw User Manual v4 1 A Training and Support We provide a knowledge base to let you easily study and troubleshooting at below URL http www prettymay net callcenter_fag index php pid knowledgebase Also once you purchase the PMCCs we provide three years free supports you can easily find one online support at below URL http prettymay net support htm You can also drop us email at support prettymay net or raise ticket at http www prettymay net callcenter faq index php pid newticket About PrettyMay PrettyMay provides skype based solution for small business which includes the PrettyMay Call center solution Skype PBX gateway as well as the Skype call reco
50. pe line and the SkypelD of the conference line MUST NOT be the same as the SkypelD of the normal lines Typically you may need to create a new SkypelID for a conference line then click Add new Skype Line for conference button to launch a conference line of Skype and sign in the dedicated SkypeID on new Skype instance Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 39 EE Call Center for E Spe User Manual v4 1 Wadi Enable password protection Enable this option if you want the participants to be required to enter the password before they join the conference Password password of the conference Records store folder Specify a folder to save the recordings of conference calls After you finishing the configuration you will see a conference room node in the call flow A PrettyMay Call Center for Skype Enterprise Edition File Tools Help T mm EJ JJ l Inbound Call Flow Design van Outbound Call Flow N Line Management a Voicemail Management v Call Record Management v Track History B aAGrAENO HO Press 50 Conference Also you can see the conference line with a dedicated SkypelD in the line management list indicates a normal inbound outbound call line 59 indicates a conference line Note SkypelD of normal line and conference line MUST be different Copyright O 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 40 Skype
51. r Manual v4 1 Wid e Call Routing Options Ring Group This option enables PMCCs ring all of the agents at once and once one of the agents picks up the call it will stopping ringing to the others Handoff call transfers This option enables PMCCs and the main Skype account leave the conversation once the caller connects to an agent this will save the system resources on the call center PC Skip to next available agent This option enables PMCCs ring to the next available agent when the previous agent doesn t pick up the call in a certain time you can define the timeout based on the requirement Note You can use the call routing options combined with the skill level For example you define two agents in the extension with different skill levels then when calls come in it can ring to the higher skill level agent if the high skill level agent is not available it will ring to the next skill level agent e Prompt While Transferring Play the voice prompt before a call is transferred If you enable this function PMCCs will play the specified prompt before a call is transferred to agents After the prompt is played the call can be transferred to the agents e Extension node description Extension node description You can give a note about this extension Extension Node Settings gt Basic Settings Basic Settings n 5 i SupportTeam gg Voicemail Settings Extension Name Pe Extension Number 0 9999 0 6 Cal
52. r Skype Enterprise Edition File Tools Help Inbound Call Flow Design Be Outbound Call Flow lt Line Management Q voicemail Management 6 Call Record Management ys Track History ZRA 2008 08 04 BHA 2010 03 23 v Show all z Caller s name Record Start Time There are no call records to show Callee s name Callee Caller Duration Copyright O 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 58 C2 Call Center for E User Manual v4 1 Chapter 8 Call Log Management This chapter introduces the track history function you can export it to analyze the daily call logs Choose Track History tab you will see the current day Echo call log includes Type call inbound outbound callee s name Caller ID call duration call start time call rate call fee etc See below screenshot Prettykar Call Center for Skype Enterprise Edition File Tools Help s call logs listed there Certified x Outbound Call Flow F Line Management Call Record Management Inbound Call Flow Design Ss Voicemail Management Track History Ld Mt EM 2008 1208 v Bei 2008 12 08 lw 12 08 ne RE 2009 03 30 ow RE 2009 03 30 ow 03 20 Access Time Stamp 2009 027 1681355 2009 03 23 10 32 28 2009 03 20 13 42 36 2009 03 20 13 4218 2009 03 20 13 42 05 2009 03 20 13 41 54 Duration Rateimin 00 00 04 00 00 04 00 00 00 00 00
53. rding Please refer to our website to know PrettyMay more at www prettymay net Your Feedback Thank you for using PMCCs and this user guide We value your comments and feedback You can explain what you like or dislike about PMCCs or this user guide Mail your comments to contact prettymay net Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 6 Call Center for E eo User Manual v4 1 eed Chapter 1 Introduction dla chapter gives an overview of the PMCCs as well as the system requirement to install the PMCCs Why use PrettyMay Call Center for Skype PrettyMay Call Center for Skype PMCCs is a 100 software based Skype PBX that replaces traditional proprietary hardware PBX PABX It allows Small Business to quickly and affordably implement a Skype PBX PABX system with Auto Attendant Interactive Voice Response IVR Automatic Call Distribution ACD Call Recording and Voicemail capabilities and a lot more as well It s truly affordable easy to set up simple to use and maintain A Windows Based Skype PBX phone system offers numerous benefits e No need of the traditional PSTN lines phones use Skype network e Low costs priced at US 350 for 5 users package license and US 650 with unlimited edit no monthly fee or other fees e Employees use Skype compatible device which can be Skype software Skype phones or mobile phones e Save on phone costs by using Skypel
54. rom the identifications if will go to the default one For this case it will go to Business A Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 34 dar Call Center for E CW User Manual v4 1 Seb You can also run multiple auto attendants for multiple businesses In this case suppose that you would like to give different greetings for two businesses business A and business B Create a new Call Personalization by clicking the Add Call Personalization button in the dialog In the Caller Identification tab under Dialed SkypeIn Number Skype ID enter the SkypeIn number Skype ID for business A you can add a comment in the Note section Go to the Personalization Settings tab and select Transfer the call to a Voice Menu Node and create a voice menu node for business A by clicking the Add new Voice Menu Node button and point it to the greeting for business A Please see below screenshots for the details Please follow the same scenarios to setup business B Add Voice Menu Hode Add Extension Node Add Call Personaliration Node Edit Change To Extension Node Copyright O 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 35 User Manual v4 1 c2 Call Center for 53 o Call Personalization Settings Eg D Call Personalization List Call Personalization is a Feature that enables you to personalize a call based upon the person
55. s Easily checking the system configurations as following System Diagnostics System Diagnostics System Environment System and Call Flow Audio Files Line Status Copyright O 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 13 Call Center for E Q User Manual v4 1 MA e Get Online Number SkypeIn To get a skype online number e Get Skype Credit SkypeOut To get skype credit e Get Skype Unlimited Calls To get skype subscription it will save money for doing outbound calls e Knowledge Base PrettyMay knowledge base there you can easily troubleshooting yourself or raise support tickets to PrettyMay e Get Email Support You can drop us email if any help needed Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 14 Call Center for E eo User Manual v4 1 eed Chapter 3 Inbound Call Center Settings Ia chapter tells you how to setup the inbound call center and the function of each option It tells you how to use the voicemail to email function Call personalization feature as well as the call queue functions e System Option In the General Tab Start PrettyMay call center when I start windows If you have this option enabled when you start the PMCCs computer it will automatically start the PMCCs Start skype when I start PrettyMay call center If you have this option enabled when you start the PMCCs it will automati
56. t the time outside any scheduled time specific call flows The green arrow indicates the current running call flow Copyright O 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 48 rar Call Center for C amp I CIES User Manual v4 1 Wike How to import and export the call flow e Imports call flow Choose one call flow and click Replace call flow PrettyMay Call Center for Skype Enterprise Edition File Tools Help Inbound Call Flow Design Fr Outbound Call Flow L Line Management Q voicemail Management 6 Call Record Management DI Track History Bydav At ORAO Replace call Flow Select one exist call flow Look in GB pem my Documents 4 My Computer Hu Recent my Network Places Documents IPM Support B Me Demo xr Desktop Type ML Document Date Modified 2010 3 23 11 45 Size 5 56 KB My Documents My Computer a Files of type ML File xml y My et Open as read only Click Yes PrettyMay Call Center for Skype re vou sure vou want to replace the current call Flow Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 49 CMa Call Center for eg User Manual v4 1 Call flow is imported z PrettyMay Call Center for Skype Enterprise Edition File Tools Help Inbound Call Flow Design Fr Outbound Call Flow A Line Management 3 voicemail Management GO Call Record Management 1 Track History EV FRO A
57. tion node under a Voice Menu Node In this way the caller will be identified after the sound file in the Voice Menu Node played then route the call depending on the call personalization setting you designed in the call personalization node To add the call personalization node under a Voice Menu Node right click the existing Voice Menu Node select the Add Call Personalization Node menu See below screenshots for the details ar Add Voice Menu Node T Add Extension Hode gt Add Call Personalization Hode Edit te Change To Extension Node Mp Change To Call Fersonalization Hode Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 37 GN Call Center for Gags exes User Manual v4 1 Wid Then add call personalization identifications PrettyMay Call Center for Skype Enterprise Edition File Tools Help i EE i Eg i a Inbound Call Flow Design Le Outbound Call Flow F Line Management 3 Voicemail Management wv Call Record Management u Track History B At AE NO HO Personalization _ defanl Business B Business A Press Press Press 0 Note For more cases please refer to below URL for the detail http www prettymay net callcenter fag index php pid knowledgebase amp cmd viewent amp id 61 e Call Conference Room Call Conference allows you to easily setup unlimited participants in one conferen
58. yMay Team All Rights Reserved www prettymay net 9 Call Center for E eo User Manual v4 1 eed Chapter 2 Installation Io chapter contains how to install the PMCCs and the main GUI of the PMCCs It also details how to use the quick support function Before You Install e Make sure the computer with PrettyMay installed meets the minimum system requirements and has an installation of Windows XP Server 2003 Vista Server 2008 Seven e Make sure the computer has internet access e Make sure the computer has sound device if no sound card you can install a VAC e Make sure the Windows user account you are using to install PrettyMay has Administrator privileges If the OS is Windows Vista or Windows 2008 or Windows 7 please make sure the UAC is disabled Note After disable the UAC please re start the computer server Install Skype and PMCCs 1 If you don t have Skype installed please download the latest version of Skype at http www skype com intl en download skype windows then install it 2 Download latest version of PMCCs at http Www prettymay net PMCallCenter setup exe then install it Launch PMCCs 1 Double click the PrettyMay Call Center for Skype icon on your desktop to launch PMCCs if you launch it at the first time you will need to specify how many lines to be launched see below for more detail information Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay
59. ystem Yoice Prompt Voice Prompt Location C Program Files PrettyMay Call Center for Skype VoicePromptsjwelcome mp3 Access Company PhoneBook Enable callers to reach agents in the Public Contact List from this menu Enable callers to find agents Dial By Name from this menu A show all the public contacts Yoice Menu Description Welcome to the PrettyMay demo system If you know the extension number for the person you require please dial it now For company directory press Hi Note the tone is reserved For returning to the upper menu and the tone is reserved For entering the Dial By Name module Inthe Advanced Settings tab e Timeout Sec If no action within the timeout sec it will timeout e Action The behavior when the timeout reaches Repeat Prompt Once time out will repeat the greeting to the callers Connect to extension Once timeout will transfer the call to a pre defined extension node Connect to voice menu Once timeout will transfer the call to a pre defined voice menu node e Language of system voice prompts If you have multiple languages of voice prompt packages you can choose the language of system voice prompt Copyright 2005 2010 PrettyMay Team All Rights Reserved www prettymay net 21 Call Center for E CEs User Manual v4 1 Walks Voice Menu Node Settings D Basic Settings Advanced Settings TimeOut Settings Jo Advanced Settings

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