Home

Administration.Net

1. Call type predictive without agent v B progressive predictive Opening tab This tab lets you define when a campaign is running Sales team Planning Outbound HOL Bank Holidays Service hours the administrator selects the campaign s opening hours from the list This time schedule is defined in the planning configuration as described in section Erreur Source du renvoi introuvable Holidays plan to define the schedule in case of closing days See section Erreur Source du renvoi introuvable m 7 Call Center Solutions VOcAL C OM Herm s Net Administration Net User Manual Call File Customer File An outbound campaign needs two file tables to work properly a Call file and a Customer file Both these tables are synchronised with a Unique key system that updates both tables when a call is made Once synchronised the callfile is linked to the outbound campaign CALL FILE table containing data concerning the call itself phone n to call date time of call call duration call status etc The call file contains the list of telephone numbers that the ACD must dial for an outbound campaign As soon as a call is finished its result is stored in this file CUSTOMER FILE table containing data concerning the contact Last name First name Address zip code etc The customer data show on the agent s scripts comes from this file The Call File menu screen allows
2. Category Once created sentences can be added into the set using the second part of the screen Category Name Sentence Tech problems ify i ify the z oblem Could you please oblem Tech Specify pr y spec pr Specify problem 2 Did you try rebooting On the left side the categories existing into the current set are displayed Use the buttons LL and LX on the right side of this list to add or delete category On the right side the sentences created into the selected category are displayed Use the buttons LL on the right side of the list to add a new sentence The next dialog box appears Rmi Call Center Solutions VOCAL COM Herm s Net Administration Nett User Manual AGENT_LOGIN Name the name of the sentence Sentence the content that will be displayed to the agent Use the following options shown underneath to format your text System variables these variables are designed to search the value selected and display the data in the predefined sentence Agent first name Agent last name Campaign name Memo Use the button to edit an existing sentence or the button to remove it heo i Call Center Solutions VOCALCOM Hermes Net Administration Net User Manual E mail templates This screen is used to design automatic email answers that will be sent to the recipient in case of normal abnormal closing during holidays or for ever
3. Messages Day of week Monday v Same message every day Normal dosing Template 1 Aj Abnormal closing Template 1 vl if not distributed after lt 240 gt minutes Holidays dosing Template1 v Service hours to select the opening times that applies to this campaign This schedule is defined in the window of the planning configuration as described in section Service Hours Holidays plan to define the closing time schedule See section Holiday Plan for more information Call Center Solutions V OC AL COM Herm s Net Administration Net User Manual Day of week to select for each week days a specific template to be used to answer during closing hours If the box Same message every day is checked the template is the same for all days of the week This option is defined by default When unchecked another template can be selected from the field Normal closing for all different days Normal closing the template to be used to build sent answer when the call center is closed according to the normal opening and closing times of the service Abnormal closing the template to be used during closing time not defined as normal closing time but because the agent that should take the mail is unable to do so This message is considered as an emergency answer for instance when agents are unable to log in due to a technical problem Check the box to disable this option If not di
4. SQLSERVER Call back global Client database CPAM CDS Call back personal User sa Call to retry Server SQLASP2K3 Nb records 1852 Closed Call temporaly disabled Call completed Call unreachable Wrong number Call file actions History button The button can be used to open a history overview window All the actions performed on the call file are shown here creation import export information display records adding Date Action Details Result 2 25 2009 Restcton Select al records for al dates vith el RTLI 004494 AND eL RTLIKE X 2125 2009 testen Sect al records for al dates wih e RT LKE OM AO LATE x granos Restricton Sect al records except recals and calbadis for al dates wih NOIE 3 x 2172009 Restricton Sect al ecrdsexcentrecale and calbadis for al dates wih NOIE S x ano addrecods arenae OO OOOO When you click on a line of the table the next window opens with operation details i Call Center Solutions wv VOCALCOM Hermes Net Administration Net User Manual Update by First name Last name at 2 2 2009 5 57 PM 8 records processed The date and time of the operation the identifier of the user that made the operation the detailed number of records sorted by result are shown here FILTERS TAB This tab can be used to create filters based on the call file structure and data to specifically select records to be called on the campaign F
5. Back Tenminate The final screen asks you if you want to change the identifier or to use the default one to connect to the database Check the box Change User if you want to specify an other identifier in the field User Click on L_Next gt to go to the following screen ez D Call Center Solutions X VOCAL COM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici Connections saxea CREATE MEW CONNECTION Resume Connection Created Cancel Back Terminate The last screen displays an overview of the previous steps and allows you to undo the creation by clicking on the Lo Terminate button ez L Call Center Solutions i V OC AL COM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici 2 4 3 Creating an Oracle connection Connections Dg CREATE MEW CONNECTION Step 2 Enter connection informations Enter Ehe Oracle service name ORACLE ET Login informations User Password Cancel Back JEtni
6. Opening Tab The time schedule that applies to the campaign in question is chosen here as well as the answer templates to be sent when a mail arrives during closing time You can also define the abnormal closing answer here Service hours to select the opening times that applies to this campaign This schedule is defined in the window of the planning configuration as described in section Service Hours Holidays plan to define the closing time schedule See section Holiday Plan for more information Skills Tab This tab is used to define the profile settings of the chat sessions entering this campaign The level of this profile represents the minimum level of profile required by an agent in order to receive a chat session of this campaign Each cursor indicates the level of a specific skill See section Profiles for defining profiles Minimal skills for an agent to receive the call Add group GENERAL INBOUND ho EDS Call Center Solutions V OC AL C OM Herm s Net Administration Net User Manual Predefined answers Menu not working bug gt Dev Chat templates Chat templates are designed to help the agent during the chat session Chat templates are created the same way as email templates please see on page 111 for more information on how to create templates Hermes Net Administration Zopyright 2001 2008 Vocalcom Software Inc N m Hu
7. by default for Exchange servers Mail undertaking action indicate which action will be done on new mails when they are handled by the system set as read deleted or moved to another folder a new box appears to type the name of this folder The Database mode used to get mails uses the next parameters Mail database connection string location of the database udl format Source table or request name of the table containing mails records or complete query used to get the next mail Indice name of the column used as unique identifier of mail Call Center Solutions u V OO AL C OM Herm s Net Administration Net User Manual Read field or update request name of the column to be updated when a record mail is treated or complete update query to be executed to notify record as treated Conversion template text file used to map database columns to mails fields The Plugin mode uses the parameter Plugin to identify the specific module used to get mails Once the campaign is created and the parameters are correctly set the Mail service starts scanning the indicated server and extracts mails to put it into the mails table based on the indicated time interval Answers Tab This tab is used to set all the templates used by the campaign E Mail address for answer support vocalcom be Automatic answer Template1 vj Answer template Template1 v Predefined answers Predefined1 v
8. General used to modify the global configuration of the selected campaign description call file screen script Dialing used to define the dialing mode the operator and other parameters Opening used to define the service opening hours General tab In this tab you can configure the campaign s general parameters Information n ji K Description Guido cpg Robby cpg PROSPECTION Test 1 Robby Description name to the outbound campaign Sub campaigns allows including outbound campaigns to the group Press Or LX to add or delete a campaign from the group 5 Call Center Solutions WS V OC AL C OM Herm s Net Administration Net User Manual Dialing tab This tab lets you define and configure the dialing mode for the campaign This dialing tab is slightly different from the dialing tab of the single campaign You can choose the dialing mode but you can t activate the answering machine detection nor can you parameter the predictive General Dialing Opening Ll Caltype progressive Call attempts lt 50 6 25s __ LJinsec Operator default operator v i Call type this list shows the different dialing modes from which the administrator can choose to apply to this campaign Please refer to page 132 for more information about the different dialing modes The fields displayed in this tab vary according to the chosen mode
9. Records updated When finished a window shows a summary of the operations Results Records Selected Records updated Click on the Teminate button to close the window k d Call Center Solulions x VOCALCOM Herm s Net Administration Net User Manual Time zones This window first allows viewing the country parameters They have been set during the installation This window allows afterwards indicating the time interval allowed for the calls generated by the system according to the time zone Time zones affectation ELI Country code field 32 Pr fix to ignore International Dialing Code 00 Time interval allowed for calls This interval is shifted according to destination time zone Calls from 08 00 to 19 00 Customized time intervals This area is for custom time intervals For example if you want to call all destination between 08h and 12h except Alaska only between 10h and 12h European Central w Calls from 08 00 to 19 00 The second part of the screen allows adding specific time interval assigned to destination calls geographic areas Click on ext gt to go to the next phase A progression window appears and shows the number of modified records Results Records updated 239 239 100 When finished a window shows a summary of the operations k d LO Call Center Solutions UP VOCAL COM Herm s Net Administration Net User Manual
10. Results Records Selected Records updated Click on the L Terminate button to close the window The button can be used to generate an update report That allows keeping trace of performed operations and results updated table date time updated records number Importation Report Time zones applied to calls file Demo C172_MYCALLFILE2 Task started at 3 08 2006 11 18 239 records in CET timezone 0800 1900 DISTRIBUTION RULES This window allows creating call routing profiles in order to index and split the callfile without having to create multiple campaigns to segment the database The distribution rules can only be created once you ve created skill groups see Human resources 8 2 4 CREATING DELETING DISTRIBUTION RULES Press REY or eX to create or delete a distribution rules group Name WORLWIDE RULES Client file CLIENT x er Call Center Solutions VO C AL C OM Herm s Net Administration Net User Manual You ll need to type in a name and select a Client file on which these rules will be applied Following window appears when the Rules are created Hermes Net Administration apyright 2001 2008 Vocalcom Software Inc me m Human resources Incoming media z Outgoing media z Agenda amp CRM z Telephony z Tools z Name Client file connection Client file table General Prospection tee EN SCS WORLWIDE
11. The administrator then clicks on the Next button to go to the next phase The window Import in customer base is displayed 25 Import in customer base X Mapping Sheeti al Destination Source ID INDICE Mame COMMENTAIRE mmo meu RE EE m CE EE Cancel d Previous Mext c Example of an Excel file used here Priority Name Tel Tel Memo 2 ROBERT 23344343 04659968633 Ifpossible call him today 3 LAMBERT 0475434343 059311211 Memo 1 BELGACOM 0220271111 Memo On the left side it displays the different values extracted from the source file and it suggests matching them to database fields The first list indicates a reference to a file in case of a text file source and a sheet in case of an Excel document with several sheets kd b e ur Call Center Solutions i VOCALCOM Herm s Net Administration Net User Manual The left zone indicates the different fields detected in the file and the right zone presents the fields detected in the client file The correspondence between the two can be made by using the En and ES arrows The system already linked the fields identified with the same name field Tel Click on the left field corresponding to the ID column and click on the destination column Click on 2 to link the two ID disappears from the left zone and reappears in the Source column of the right list Destination Source Priority INDICE In this example ID
12. The planning is configured using the 3 following tabs General Appointment types Appointment location In the General tab you can set a name and description of calendar You can also define the calendar period with a start and end date and the commercials activity hours with the start and end time A holiday planning Human ressources Holiday plan can also be used Use the m icon in the right upper corner to validate changes The Appointment type tab allows creating appointment subjects used by the agents when taking appointments Use the Le and x buttons to add or delete appointments Use the Lj button to edit an existing appointment type General Appointment type Appointment place il default value The Appointment place is used to create predefined locations that will be added to the appointment type Use the RES and LX buttons to add or delete appointments Use the button to edit an existing appointment type A Call Center Solutions VOCALCOM Herm s Net Administration Net User Manual Places of appointment Description Meeting Room 2nd floor default value 9 2 SALESMEN CONFIGURATION This menu is used to create Salesmen destined to be attached to one or several plannings Two tabs are used to configure the salesman GENERAL amp PLANNING GENERAL tab Hermes Net Administration Copyright 2001 2008 Vocalcom Software Inc Humanresources In
13. Web script Customer Service Service hours no service hours Holidays plan no holidays plan Warnings e No service hours associated to this campaign e No holidays plan associated to this campaign e No IVR script associated to this campaign In the title bar of each frame a symbol indicates the status of the diagnostic 5 a green light means that the elements are correctly configured an orange light means that warning messages have been detected with regard to the elements The campaign can be launched but it will not function perfectly C a red light means that warning messages have been detected with regard to the elements The campaign cannot be launched By clicking on the button in the corner of a frame you can directly access the configuration window of the elements from the frame in question At the bottom of the screen the list of Errors and Warnings is shown A campaign for which warnings have been detected can be launched but not all of its functions will work properly If you leave the Campaign Graphic View open the changes executed on the campaign that is being diagnosed are directly analyzed and reflected in the graphic view in real time Voice mail messages This window shows all the voice mails files found on the server and allows deleting it or i listening it using the buttons LX and ej File name File date 10427272500 WAV mardi 13 d cemb
14. souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici Site With the Supervision Group window you can define a group of elements agents campaigns chat campaigns and queues that are assigned to one or more supervisors The purpose is to create a filter available in the supervision module When activated by the supervisor the different windows will only show the resources that are part of the group s The agents or campaigns that are not part of the group will simply disappear f Hermes Net Administration Copyright 2001 2008 Vocalcom Software Inc me Tools Humanresources Incoming media me Company site choice ROOT Description ER Outbound Agents K Informations Description Outbound Agents I EUacsutqe e Each group is identified by a unique ID number assigned by the system Groups can be added or deleted with the LES and x buttons 5 Call Center Solutions V OC AL C OM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil po
15. 2 Titre 2 au texte que vous souhaitez faire apparaitre ici system to localize and connect each module needed by the whole application Web Scripter platforms AgentProxy AgentLink services used for various media like emails The components are installed by Vocalcom and should never be deleted or updated by the user unless Vocalcom is aware of it A technical note is available with more details about the different modules and their installation procedure Proxy CTI Hermes Net Administration 2001 2008 Vocalcom Software Inc P Resources e Human resources r Incoming media rs Outgoing media x Tools m Company site choice lt G defauitsite E VOCALCOM Proxy must be stopped to update this fields This menu is used to define proxies running on the current server A proxy is the middleware part of the system between the telephony server and the clients agents supervisors It s used to isolate each client data communication on a common ACD machine The proxies are afterwards assigned to sites In the proxies list the Started column indicates if the proxy is running or not Use the BE and x buttons to add or delete a proxy this operation creates or removes a service using the executable AgentProxy exe from the ACD server services list The DU button is used to launch or stop it it starts or stops the created k d b Call Center Solutions u V OC AL C OM Herm s
16. LJ Address E http 10 246 203 123 Hermes_Net Agenda WebAccess mainform aspx i WebAgenda nus 3 Welcome Hubert E Calendar 17 02 2006 8 08 33 Contacts This Service provide Search e Personnal Calendar Consultation e Contact informations displayed e Search Archive Engine Logout VOCALCOM The Welcome screen proposes to consult the personnal planning to consult the contacts list and contacts information or to perform an advanced search on archived appointments ume wm Call Center Solutions VOCALCOM Herm s Net Administration Net User Manual File Edit View Favorites Tools Help Q O RAG Deo dre 6 8 2 d LL A Address amp http 10 246 203 123 Hermes_Net Agenda WebAccess mainform aspx Go PAVE bAgenda 17 02 2006 8 08 33 D Home Calendar Personnal Agenda TEJ Contacts Search i 10 00 11 30 GUY DEMORTIER 12 15 13 46 CLEA LAPORTE Refresh Logout VOCALCOM Trusted sites The consultation of the planning is similar to the consultation as described in step 2 The current day is highlighted in red Appointments are shortly described into the corresponding boxes start end time name of the attendee If the commercial clicks on the appointment time details are shown in a new window Personnal Agenda If you click on the icon you will open the form Add a new appointment me S v eer a Call Center Solutions VOcAL C OM Herm s Net Administra
17. User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici With the Terminate button you can confirm the creation and go back to the main window 2 4 4 Testing a connection Once the connection is established use the Le button next to the connection to test the validity of the parameters If the application succeeded validation the Valid column displays Yes if not the parameters have to be modified in order to be used later on Server Eype alid 2 4 5 Deleting a connection Select the element to be deleted from the list on the right and click on the LX button The following message appears Deleting Do vau want to delete this item mn 2e 7 Call Center Solutions i VOCALCOM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici Click on the button to confirm deletion Once created the connection s details are displayed in the lower part of the screen test demo The parameters Connection Name Description User and password can be modified Upon save mi
18. VOCALCOM Hermes NET V 4 On the right side of this list the and LX buttons allows you adding or deleting elements To add a new item a window is displayed to enter the identifier of the new element along with detailed parameters that can be adapted in the lower area of the screen Tr Upon clicking the 2 button you get information about the creation and latest modification of the selected element from the list L Informations Create by Administrator 1 15 2009 4 01 15 PM Administrator 1 16 2009 1 10 50 PM Cox 1 7 4 Options of Selected item middle bottom The options displayed depend on the selected element and its type On the top right side of this area are 2 buttons m and undo to save or undo changes executed on the element The latest unsaved modifications are marked in red the tab on which they are displayed is marked with an asterisk Maximum queues 500 gt Min 0 Max 500 Maximum activated outbound campaigns lt 499 gt Min 0 Max 499 Maximum connected agents lt 5 gt 10 agents licenses allocated on 5 available Trunktype lt 0 gt Conversations recording files 1D CAMP ID_AGENT YYYYMMDD HHMMSS LE Call Center Solutions VOCAL COM Herm s Net Administration Net User Manual VOCALCOM Herm s NET V 4 If you try to leave a window in which modifications were made but not yet saved the following message will appear T Do you want to s
19. a chance to free themselves to receive that call Skills tab This tab shows details on the agent skill level specific profile can be affected to an incoming call or mail when entering the campaign Agents also receive a profile according to their level of knowledge The call will wait in the queue until an agent with the right profile of the campaign becomes free General Assignment Skills Rights Administration lt 9 gt Financial Dept 5 gt Legaldept 4 1 gt Each slider corresponds to a profile k d LO Call Center Solutions up V OC AL C OM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici The exact level of the cursor 0 to 9 is displayed in the little box at the right of the skill description See AGENT SKILLSErreur Source du renvoi introuvable after this chapter Rights tab The administrator can define for each agent which telephony function s and program s he has access to Assignment i Rights Hangup a Recording Manual call Coach Blind Transfer Agent Control Use default frameset L Manager O Reporting Phone The first part contains basic telephony functions e Hangup hang up a call e Manual call execute a manual call e B
20. buttons on the right side of the screen to add or delete plannings 8 2 7 Creating a Planning Click on the BE button to create a new planning Name Schedule callfie Cal fie Prospection x J ca You ll need to choose a name for the planning and select the call file to be used for applying the filters By default the planning is created empty The next step consists of adding tasks Two tabs are used to configure this Query scheduler General and Tasks Call Center Solutions VOCAL COM Herm s Net Administration Nett User Manual 02 25 2009 03 31 2010 Default duration used for new tasks General Tab You ll find on this tab general information about the selected planning rid 02 25 2009 03 31 2010 Default duration used for new tasks Connection Name identifies database used for the scheduling Used table identifies the callfile used for the scheduling task Linked Campaign indicates the campaign which is linked to the planning Default duration these fields indicate the period of activity of the planning Tasks Tab This tab shows the list of tasks filters included in the planning i k d 1 Call Center Solutions v VOCALCOM Herm s Net Administration Net User Manual Planning Result State Description Every weeks Su at 08H00 03 01 2 Active UK FR Use the and LX buttons on the right side of the Task list to create o
21. lower or egual greater than greater or equal different From The first field indicates the value to be tested the second field is a list S ne END wl suggesting the most frequently used logical operations and the third field cantains Call Center Solutions u VOCAL COM Herm s Net Administration Net User Manual N ys lets you enter the value to be tested If the box add a new constraint here is checked simply enter the values in the 3 fields Add and click on the button to validate the condition Click on __Next to go to the export A progression window shows the number of records created Records updated 271 l 271 When finished this window shows a summary of the operations it Customer file export x Results Records Selected Records created To save the repart to your drive right click the link and choose Save Target 4s export csv G Previous Mext c Terminate Right click on the link at the bottom of the window to save the exported file onto your local machine d inat Click on the Terminate button to close the window 5 Call Center Solutions WS V OC AL C OM Herm s Net Administration Net User Manual ACTIONS ON CALL FILES Inclusion In this window you can activate only certain records of the call table thanks to a filter based on the call type date and agent assigned to them All records For date All dates
22. Call Center Solutions V OC AL C OM Herm s Net Administration Net User Manual VOCALCOM Herm s NET V 4 VOCALCOM Hermes NET V 4 Administration NET V 4 User Manual VERSION DATE AUTHOR HERMES NET V 4 01 01 2009 Call Center Solutions V OC AL COM Herm s Net Administration Net User Manual VOCALCOM Herm s NET V 4 LEGAL STATEMENT This documentation is protected by national and international copyright laws The VOCALCOM name and its logo are registered trademarks of VOCALCOM S A with its corporate head office at 7 rue de Tilsitt 75017 Paris France The HERMES NET name is protected by national and international usage rights for a trade name and more generally by national and international software protection legislation The other names brands and trade names mentioned belong to their respective owners Reproducing all or part of this documentation on any media whatsoever is forbidden without the express prior approval of the publisher art L122 4 and L122 5 of the French Intellectual Property Code The publisher cannot accept liability for any typographical errors picture printing errors or any other symbol error nor can it accept liability for consequences arising from the incorrect use of this documentation The sole purpose of this documentation is to educate and train individuals It cannot in any way be interpreted as a contract agreement including sui generis an advertising an
23. Call Center Solutions eur VOCALCOM Herm s Net Administration Net User Manual You ll need to enter a name for the new call file Call File name the database in which it will be stored Call File database as well as the database where the Customer file is stored Client database Both tables are usually stored in the same database If you decide to create a call file not linked to a customer file simply leave the Client database field empty The lists Call file database and Client database show the connections that have been assigned to the current site through the Database screen See section 2 1 5 SITE OPTIONS DATABASE tab on page 33 for more information on defining connections and assigning them to a company Select client file table CLIENT wt cores toe In case of a call file linked to a customer file the following step lets you choose the existing table that will be used as customer file A message then confirms the creation of the call file Adding CallFile Bind Creation successfull The following window serves to verify and adjust several parameters k d b Call Center Solutions u V OC AL C OM Herm s Net Administration Net User Manual GENERAL TAB General Filters Ly Informations Distribution rules General Prospection Muse Do Not Call List In this example the call file is linked to the customer file Customers using
24. Company site choice ry Designation DefaultSite Site DefaultSite amp VOC BE d VOCNL General Hs Maximum queues gt Min 0 Max 500 Maximum activated outbound campaigns gt Min 0 Max 499 Maximum connected agents gt 10 agents licenses allocated on 5 available Trunk type Conversations recording fles ID CAMP MID AGENT amp YYYYMMDD s HHMMSS LEA J Call Center Solutions VOCALCOM Hermes Net Administration Net User Manual VOCALCOM Herm s NET V 4 Because the administrator belongs to a specific company he can only manage resources belonging to the company displayed in the selection screen on the right side of the screen Company Site Vacalcom User vacalcom vocalcom Furthermore he also has access to branches or sites that are part of his company The explorer shows him the elements to which he has access As you can see in the print screen below the root isn t accessible anymore in the explorer menu top left Company site choice Companies and sites list r3 VOCALCOM Id Type Designation Feb ve fs EE O d Ic Site VOC NL If the administrator only has access to a single site the arborescence is not even displayed He is merely a site administrator with no rights to create other administrators He may not even know that other companies or sites exist see print screen below You ll notice that the access is limited to the operational menus expla
25. SH Minimal skills for an agent to receive the call Add group GENERAL INBOUND vw Whe Support for DELL products 5 gt Support for HP products n0 gt Support IEM for products 7 gt Predefined answers Call Center Solutions VOCAL COM Herm s Net Administration Net User Manual This screen is used to define sentences that will be shown on the Agent Mail interface Sentences are grouped into category and categories are grouped into set The set is afterwards assigned to the campaign Predefined answers significantly shorten response time as agents do not have to manually type information Furthermore this enhances consistency and prevents typing errors The list on the upper right side shows all the created sets Hermes Net Administration ight 2001 2008 Vocalcom Software Inc me Human resources Incoming media au Outgoing media E i s xt E mail predefined sentences Name Description Tech Support Category 2 Sentence 2 Chat_Predefinied_Answers_Robby Category 1 Sentence 1 Category Name Sentence Tech problems Could di ou please Tech Specify pr y sped pr Specify problem 2 Did you try rebooting With the and buttons on the right side of the list you can add or delete a group AZ Call Center Solutions V OC AL C OM Hermes Administration Net User Manual A new set is created using the next dialog box
26. The first available ID is proposed in the Agent Code field The system doesn t allow agent code shorter than 4 digits General tab Use this tab to access general information about the agent General Assignment Skills Rights m Agent code 1001 Password Lastname Agent Firstname Default Member of none v C Automatically ready Hangup after call Frameset always on front Simultaneous max chat sessions lt 1 gt b Call Center Solutions u V OC AL C OM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici Agent code to identify the agent with a unique ID ee Password to change the agent s password with the uw button that automatically generates a random password Member of to link the agent to a specific agent group When the administrator changes a parameter for the group the changes are automatically applied to all agents within that group Automatically ready means that the agent is automatically put in Ready status when connecting to the application or after having qualified the last call if a call qualification is required of course Hangup after call indicates if the connection between the agent and the AC
27. 4 The Applications Selection Screen In this window the administrator can launch one of the following applications QO Administration Interface Designer c Reporting d Supervision c Agent Version 4 0 0 Build 08102 Warnes Wee Yas Identification Options Administration ee Interface Designer Reporting Defauitsite m 7 Bj Reporting_7365 ye Supervision Agent Wu sv am x Your temporary license expire on 22 01 2009 gt gt gt www vocalcom com 5 Call Center Solutions XS VOCALCOM Hermes Net Administration Net User Manual VOCALCOM Herm s NET V 4 These applications are available depending on the rights given to that particular administrator If only one application was made available to him the system will automatically launch it If not the user must press the button next to the application he wants to start This document explains the Administration application the other Hermes V 4 applications are discussed in separate documents Depending on the type of administrator identified Master or Normal the main Administration window displays different elements and all of them will be explained in detail further in this document 1 5 Master amp Company Administrator When a Master or Company administrator logs in to the Administration application the following window is displayed L O 2001 2008 Vocalcom Software Inc
28. Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici b Play file x Delete selected files l Download selected files Select all files E Unselect all Q Search files in all folders Click on Play file to listen to the recorded conversation Sound files management This option is used to manage find upload delete the sound files saved on the server Hu Found files wav 1 File date 4 2 Common folder lundi 2 mars 2009 11 10 47 gt Wav folder lundi 2 mars 2009 11 10 47 lundi 2 mars 2009 11 10 47 lundi 2 mars 2009 11 10 47 lundi 2 mars 2009 11 10 47 lundi 2 mars 2009 11 10 47 File date lundi 2 mars 2009 11 10 47 File size File path D hermes_p Files Common WAV Answer wav D hermes_p Files Common WAV Dissuasi wav D hermes_p Files Common WAV Patience wav D hermes_p Files Common WAV Please wav D hermes_p Files Common WAV Please2 wav D hermes_p Files Common WAV waiting wav Folder 123 KB D hermes_p Files Common WAV ue m re M Call Center Solutions VOCALCOM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous so
29. Attachments Guido Email address for answer address used for the answer mails Don t forget to fill this field else the Mail Agent interface will give an error when the agent tries to send an answer Automatic answer specify the template used to build automatic answer to received mails Answer template this list allows selecting an answer template that will be automatically set to the mail answer This formatted answer can be modified by the agent before sending Predefined answers this list proposes sets of answers defined on the screen Predefined Answers as described in the section Predefined answers Predefined answers This field b ka Call Center Solutions Y VOCALCOM Herm s Net Administration Net User Manual allows selecting a set of predefined sentences that will be available to the agent to complete an answer mail Attachments this list proposes sets of documents defined on the screen Attachments as described in the section Attachments on page These documents are proposed to the agents to link to the mails answers Opening Tab The time schedule that applies to the campaign in question is chosen here as well as the answer templates to be sent when a mail arrives during closing time You can also define the abnormal closing answer here General Acomt Ames Opening Su Service hours IT helpdesk Planning m Holidays plan HOL Bank Holidays m
30. For agent All agents v vigus Next lt gt Teninate Filter on the list suggests selecting all records or all records except recalls and callbacks or recalls and callbacks This filter indicates the call type s to be activated Parameters lets you indicate that the conditions to be used are those defined All dates Before For date this condition lets you select only those calls before a certain date or Between After at the level of the client file interval of dates By selecting one of the values suggested in the list you can select one or more dates from a calendar accessible through the button v Call Center Solutions i VOCALCOM Herm s Net Administration Net User Manual 4 March 2005 Ek For agent this list lets you select a particular agent Click on imullexiesibenes to go to the next phase Include calls Filters allowing to select only one part of the data sources Only Ehe records respecting all the constraints below will be activated Only Filters an calls File will be applied iF you do not specify constraints interesse equal to nol add new contraint here This step is only visible when the call file is linked to a customer file On this screen Filters allowing to select only one part of the data source lets you define a selection filter based on one or more restrictions Click on NeXt SP to go to the next phase A progression wind
31. Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici o service The EN button can be used to refresh the Proxy cache It can be used if you see that your last changes were obviously not taken into account by the system Creating a proxy requires to unallocated one Agent licence which will be automatically used when activated This decreases of course the maximum amount of possible logged agents 1 agent 2 3 1 Adding a proxy If you click on the SES button the following dialog window appears Mame proxy module CTIProxy 85984 v IP address 10 246 203 250 Port 4 9993 Enter a name and select from the proxy module list the location of the new proxy These items have been defined using the Components menu Enter the proxy IP address and port Click on to create the element or on to close the window and undo the creation In the lower part of the screen you can continue customizing the element thus created 2 3 2 Deleting a Proxy Call Center Solutions VOCALCOM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour a
32. REPORT_NAME TIME Information Name REPORT EXPORT Return address support vocalcom be Subject REPORT_NAME TIME Report file name Reporting Dear Vocalcom user Please find here attached the REPORT_NAME Have a nice day Reporting admin Use BES and x to create or delete a template The following system variable can be used to display Report name REPORT_NAME Or Execution date of the report TIME 8 4 CALL STATUS This option will re direct to the Call Status menu See page 126 for more information all Center Solutions VOCALCOM Herm s Net Administration Net User Manual k d Call Center Solutions up V OC AL C OM Herm s Net Administration Net User Manual AGENDA amp CRM The agenda amp CRM module are used for campaigns on which appointments need to be taken by agents for commercial people The agenda is actually an object of the script displayed on the agents workstation This calendar allows taking appointments that are stored on a webserver and which the commercial can remotely access using an ID and Passwor Calendar the object integrated into a script used to show a calendar with its commercials and contacts Script the web script written with the Web Scripter module that runs on the agents workstations during calls handling A page into this script contains the Calendar object AGENDA module Script editor assigns calendar ID 1 to the c
33. Recycle This window is used to restore certain records of the call file to their original status before handling by the agent thanks to a filter based on call type date and the agent assigned to them 5 Call Center Solutions UP VOCAL COM Herm s Net Administration Net User Manual All records m with status equals All status v Jemin te Filter on the list suggest selecting all records or all records except recalls and callbacks or recalls and callbacks The filter indicates the call type s and result to be recycled Parameters to indicate the conditions to be used are defined at the level of the client file For date this condition lets you select only those calls before a certain date or interval of dates By selecting one of the values suggested in the list you can select one or more dates from a calendar accessible through the LES button v For agent this list lets you select a particular agent xc 7 Call Center Solutions VOCAL COM Herm s Net Administration Net User Manual Click on z Next e to go to the next phase Filters allowing to select only one part of the data sources Only the records respecting all the constraints below will be recycled Only filters on calls file will be applied if you do not specify constraints add a new contraint here Cet gt This step is only visible when the call file is linked to a customer
34. User Manual A Records Selected Records created gt invalid phone number Records updated Records failed gt duplicate records Click on _Terminate to close the window The EpL button can be used to generate an importation report That allows keeping trace of performed operations and results source and destination table date time updated and failed records number Importation Report Import in calls file table from Sheet15 to Demo C172 MYCALLFILE Task started at 3 08 2006 10 55 Task finished at 3 08 2006 10 55 4 created 0 updated 0 failed CLIENT FILE MANAGEMENT EXPORT CUSTOMERS This option is only possible for call file linked to customers file and cannot be executed if the customer file is empty It allows building a local file text or DB MS Access with client records found in the call file The first step is the output format selection kd m 7 Call Center Solulions X VOCAL COM Herm s Net Administration Net User Manual Q Microsoft Access Export records in both dients file and calls file Q Export all clients file records no calls file fields will be exported Select a format between CSV and Microsoft Access In case of CSV format select the field separator between semicolon comma or tab Select between the 2 next options export client records already linked to calls records present in both clients and calls files or export all the cli
35. a profile answer to the received chat session Chat status shows the chat qualifications defined on that campaign it lets you select a chat status group for each email campaign Web script used to indicate the path to a web script displayed during mail handling With the win button you can open a dialog window with the list of available scripts Call Center Solutions VOCALCOM Herm s Net Administration Net User Manual Owner Creation date First name Last name 20090217120311 Cus Service Prospection Prstnamelastname 20090202162708 Select first the platform to scan and afterwards select the script into the list Click on The button can be used to execute the script The button can be used to cancel and remove the script name Chat script to indicate the path to a chat script displayed during chat session Optional script used to indicate the path to an optional web script displayed during chat handling Web Sites This tab is used to define the web sites using chat Description http www vocalcom com CHAT VOCALCOM Buttons and LX are used to add or remove web sites You ll need to type in the web site url and a description Use the Le button to Publish the url Call Center Solutions LY VOCAL COM Herm s Net Administration Net User Manual Pages URL General Web sites Pages URL Messages Opening Skills Web sites Fiter Auto created url only Y Fu
36. and Pause codes ADMINISTRATORS This menu gives access to the Site Administrators list This is where the Site admin logins are created To create or delete an administrator as well as how to grant rights please refer to page 11 of this document SUPERVISORS 5 Call Center Solutions v VOCALCOM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici The SUPERVISOR menu is used to create supervisors attributing certain rights and giving access to Supervision groups e The GENARAL tab The user ID is grayed out as is the password unless you press the to let the system generate a new password First name and Last name can always be updated Firstname Vocalcom e The RIGHTS tab Here you can change the user rights in relation with the phone and the applications reporting or agent control agent application v Hangup v Recording v Manual call v Coach v Blind Transfer v Agent Control v Use default frameset Reporting Phone area The first area contains basic telephony functions e Hangup hang up a call e Manual call execute a manual call Call Center Solutions u V OC AL COM Hermes Net Administration Net User Manual Erreur Utilisez l onglet Accueil p
37. application 5 Call Center Solutions XS VOCALCOM Herm s Net Administration Net User Manual VOCALCOM Herm s NET V 4 Basically a master administrator administrates all companies whereas a site administrator only belongs to a single company or site Once the master administrator has created the different entities Companies or sites he can create administrators and agents Those are then assigned to particular company or site However these 2 administrators do not see the same menu because they have not been attributed the same rights Master Administrators can create companies and administrators master or site admin Site Administrators can only create agents for sites to which they have access The other functions of the menu are identical Create Administrators You get access in this menu to the management window of master administrators defined in the system Only a master administrator has access to the ROOT see print screen top left of the window level of the application and only a master can create other masters a Call Center Solutions VOCAL COM Herm s Net Administration Net User Manual VOCALCOM Herm s NET V 4 Company site choice Administrators list Full name 2 pe DefaultSite Administrator RES ux Lastname Administrator Login admin With the and LX buttons administrators can be added or deleted 1 9 1 Adding an administra
38. as a basis to define those of the new campaign Copy sound files can be check to mention that the audio files set in the other campaign can also be copied into this new campaign Clicking the button will bring up the Campaign Graphic View window See section Campaign Graphic View on page 102 for a description of this window It allows you to quickly show missing or wrongly defined elements that cause the campaign to function incorrectly or not at all General tab General Messages Opening Overflow Skills il E a ue C2 Jn JC Deree ur no planning lt English EN The real phonenumber Use Release Link Transfer RLT k d LO Call Center Solutions L VO C AL C OM Herm s Net Administration Net User Manual Description field contains the name of the inbound campaign which can always be changed Call Status field displays and lets you select the group of qualifications for each campaign individually The call qualification group is defined in the Call Status menu option of the Incoming Media menu Auto Recording this option allows you to automatically record the conversations received on this campaign Press the LEJ button and the following screen will appear Here you can choose to record all calls or you can also choose only certain call statuses for recording IVR Script indicates the path to the IVR used in this campaign file with e
39. button The Result pane will display the result of your query You can also export by pressing the bal button on the right hand side tel RT 0473475502 NULL 0473475502 lt NULL gt INDICE GUID CONTACT ID comments RT comments WT firstname RT firstname WT lastname RT lastname WT 3 NULL lt NULL gt lt NULL gt Rouss rooos Nikos lt NULL gt 6 lt NULL gt lt NULL gt lt NULL gt Rouss lt NULL gt Nikos lt NULL gt 9 lt NULL gt lt NULL gt lt NULL gt Rouss NULL Nikos NULL 0473475502 NULL RECORDED CONVERSATIONS k d Call Center Solutions Uu V OO AL C OM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici Define file name format this options is used to define the name format of all recorded conversation Please refer to page 23 for more information Campaign Id Sda ou Name v E Path ID_CAMP WID_AGENT YYYYMMDD HHMMSS wav Ex 1080 1000 20050320 102040 wav OK Cancel Listen to recorded conversations this menu allows managing the recorded conversations There are 3 types of call recordings C
40. file On this screen Filters allowing to select only one part of the data source lets you define a selection filter based on one or more restrictions progression window appears and shows the number of modified records Records updated When finished a window shows a summary of the operations Results Records Selected Records updated T inat Click on the Teminate button to close the window me 7 Call Center Solutions VOCAL COM Herm s Net User Manual Administration Net Affectation This window allows you to assign certain records of the call file table to specific agents by transferring them to that agent or by applying a filter You can also specify a call hour for each record Alfecke calls to an agent SARRAR Should be called after We to Calls affected at present to Anybody ww Affecke calls to All agents bal im Previgus Next lt gt Terminale Should be called after to define a precise timing to make the selected calls By clicking the LE button a calendar is displayed allowing you to select the date after which the call must be executed Calls affected at present to allows you to select an agent to whom the records are now assigned Affect calls to to indicate the agent to whom the selected records will be assigned 4 v vum Call Center Solutions VOCALCOM Herm s Net Administration Net User Manual Cli
41. files In this case the wizard asks you to select the source table and the field identifying client records to be transferred If the client file is empty the following error message appears iii Information SERN C6 You have no record in client table If there are records in the file the following window is displayed 5 Call Center Solutions Uu VOCAL COM Herm s Net Administration Net User Manual Source table Name CLIENT Identifier Link field INDICE Phone number 1 TEL Phone number 2 Memo Cancel Source table name to select the table containing the files to be imported Identifier Link field to select the field that will be used to identify the records If no field is indicated this key will be generated by automatic numbering Phone Number 1 and Phone Number 2 to select from the import table the two fields containing telephone numbers For these three fields default values are suggested and can be changed Memo to select up to four fields that will be embedded and recorded in the Memo field of the call file The TS button is used to open a window in which you can enter up to 8 additional fields of telephone numbers _ Hore numbers x Phone number 4 Phone number 5 Phone number 6 Phone number 7 Phone number 8 Phone number 9 Phone number 10 1 Call Center Solutions am VOCALCOM Herm s Administration Net User Man
42. in French and thus can be directly sent to a French agents group Copyright 2001 2008 Vocalcom Software Inc E Mail distribution rules groups list Name Rules list Technical Support IT products Description Body contains DELL PROBLEM DELL fe Badyeontans HP PROBLEM Body contains IBM PROBLEM The list on the right side shows all the profiles With the BE and buttons on the right side of the upper list you can add or delete profiles A new profile is created using the next dialog box Call Center Solutions VOCAL COM Herm s Net Administration Net User Manual Add a answer profile Mame Technical support start with ends with contains equals to not contains different from Once created rules can be added to the profile using the second part of the screen Use the buttons RES on the right side of the list to add a new filter The next dialog box appears Rule modification The upper part of this window allows defining the condition of the filter Name the name of the rule Case sensitive check this box to indicates that text filter must be case sensitive Condition define here which part of the received mail must be filter Lo the subject the body the header the From To Cc fields the recipient or any field Afterwards select the kind of comparison to do Call Center Solutions VOcAL C OM Herm s Net Administrat
43. lt 8 gt Average wait between two calls lt gt lt 5 gt Maxringnumber 6 25s _ _linsec default operator Audio codec lt 0 gt disable patience_fr wav Call type this list shows the different dialing modes from which the administrator can choose to apply to this campaign The fields displayed in this tab vary according to the chosen mode Call type Y predictive without agent Operator to define a default telecom operator for the campaign Call attempts to define how often a call must be attempted before being considered unreachable Max ring number to define the maximum number of rings the system waits before considering a call no answer and going to the next one The duration is shown between brackets It s also possible to indicate directly the duration by using the In sec check box The next parameters are only available for preview type Auto call after seconds indicates the delay the system waits before automatically dialing the previewed phone number Call Center Solutions Ld VOCALCOM Herm s Net Administration Net User Manual Use agent frameset default parameter if this box is checked the agent frameset parameters are used instead of the fix delay defined before These parameters are set during FrameSet script edition The next 2 parameters are the same for the dialing types predictive and predictive without agent Retention maximum numb
44. of waiting time loops is played A loop is the addition of the following messages when used of the Messages tab Expected wait time Wait Interactive menu Channels represents the maximum number of calls that can be treated simultaneously for that specific campaign All calls exceeding that value are redirected to the overflow procedure The Handling tab lets you configure the actions to be executed in overflow mode The strategy is defined by selecting one of the available options from the Mode field Mode 1 Message Script v 1 Message Script 2 External routing f 3 Callback 4 Voice mail k d LO Call Center Solutions up V OC AL C OM Herm s Net Administration Net User Manual Message script Mode Le Messages script D hermes_p AllOccupied wav This is the simplest strategy playing an audio file or executing an IVR script The Messages script field indicates the name of the selected file You can either directly enter the file path and name or select it from an explorer window with the De button once selected the file is transferred to the server that contains the ACD in one of the campaign s directories With the button you can display the list of audio files wav on the ACD server The files are displayed in tree diagram layout The button allows you to play the audio file indicated in the corresponding field Note heavy files may take s
45. or restore undo of the parameters shown on this screen the connection is again automatically tested by the application The outcome of the test is shown in a dialog box Information Information Dun nn Connection unsuccessful T Connection successful i y Call Center Solutions UJ V OC AL COM Hermes Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici Call Center Solutions UP V OC AL C OM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici ROOT HuMAN RESOURCES This menu gives access to the administrators list This is where the admin logins are created Creating the login when standing on the root will create a Master administrator when standing on a company you ll be creating a company admin who can only use the resources given to him by the Master administrator To create or delete an administrator as well as how to grant rights please refer to page 11 of this document b ka i Call Center Solutions Y VOCALCOM Herm s Net Ad
46. s NET V 4 Dialing tab 144 Opening tab 145 Campaign Graphic View 146 General tab 149 Dialing tab 149 Opening tab 150 Call File Customer File 150 Scheme 1 Call file not linked to client file 151 Schema 2 Call file linked to client file 152 GENERAL TAB 154 Callfile Information button 155 Call file actions History button 156 FILTERS TAB 157 EJ IMPORT data in CUSTOMER FILE CLIENT FILE MANAGEMENT 159 ADD RECORDS ACTIONS ON CALLS FILE 164 EXPORT CUSTOMERS 171 Inclusion 174 Exclusion 177 Restriction 179 Recycle 182 Affectation 185 Time zones 188 DISTRIBUTION RULES 189 QUERY SCHEDULER 192 General Tab 194 Call Center Solutions VOcAL GCG OM Herm s Net Administration Net User Manual VOCALCOM Herm s NET V 4 Tasks Tab 194 OUTBOUND CALLS Manual campaign 196 Dialing tab 197 Manual campaign tab 198 AGENDA amp CRM 201 9 1 PLANNING AGENDA CREATION 203 Planning management 203 STEP 3 HOW TO USE THE CALENDAR DURING CALL HANDLING 212 Appointment creation 214 Appointment modification 216 Appointment suppression 216 Contact Management 216 STEP 4 CONFIGURE THE AGENDA OBJECT SPECIFIC PARAMETERS 219 STEP 5 CONSULTATION OF THE PLANNING BY THE COMMERCIALS 222 TELEPHONY 230 ACD extensions 231 TOOLS 233 Site management 233 SQL CONSOLE QUERY EDITOR 234 RECORDED CONVERSATIONS 238 SE Call Center Solutions V OC AL C OM Herm s Net Administration Net User Manua VOCALCOM Herm s
47. sources Only the records respecting all the constraints below will be disabled Only filters on calls file will be applied if you do not specify constraints cad wl add a new contraint here This step is only visible when the call file is linked to a customer file i k d 1 Call Center Solutions v VOCALCOM Herm s Net Administration Net User Manual On this screen Filters allowing to select only one part of the data source lets you define a selection filter based on one or more restrictions A progression window appears and shows the number of modified records Records updated Records Selected Records updated Click on the Terminate button to close the window Restriction This window is used to restrict the call table to certain records thanks to a filter based on call type date and the agent assigned to them k d LO Call Center Solutions u VOCAL COM Herm s Net Administration Net User Manual Restricke calls NNNM All records w Parameters For date All dates For agent All agents ka Filter on the list suggest selecting all records or all records except recalls and callbacks or recalls and callbacks The filter indicates the call type s to be selected and activated Parameters to indicate the conditions to be used are defined at the level of the client file For date this condition lets you select only those calls before
48. supervisors won t see him anymore in the default agent s supervision window Unlimited pause duration this option allows setting up a time limit to a Pause code er Call Center Solutions V O CAL C OM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Description No skills Administration 1 Call Center Solutions VOCALCONM Net am Hermes User Man a Net ual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici INCOMING MEDIA campaigns statuses Incoming media campaigns Outgoing media EA Queues management P Inbound calls DID configuration Voice mail messages i Incoming E Mails ry Campaigns configuration Predefined answers E mail templates Attachments Distribution rules ini Incoming chat Campaigns configuration Predefined answers E mail templates Attachments Video streams Distribution rules P Call status Incoming chat campaigns and This chapter describes how to configure your Queues Inbound call Mail Call Call Center Solutions L V OC AL C OM Herm s Net Administration Net User Manual QUEUES MANAGEMENT The queues are a mandatory component of the inbound campaign because
49. texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici ROOT Toors When standing on the Root the Tools menu displays the following option p1 E V E i FIEULITIE SS SIN EE A el pF pI Er tion Version 4 0 0 Build 08107 License owner Your contact License informations Mail campaigns no Chat campaigns no Planning management no Maximum number of connected administrators 1 used 1 Maximum number of connected agents 1 used 0 Maximum CTI proxys 1 used 1 VOCALCOM Call Center Technology This window shows the license resources available on the platform Only Vocalcom can upgrade or downgrade the amount of licenses k d 1 Call Center Solutions Ld V OC AL COM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici SITE HUMAN RESOURCES The resources are different depending on the entity selected company or site E At Root or company level the menu displays only administrators d At Site level the menu gives access to configuration of Users Groups Contacts Planning amp Holidays plan
50. the box add a new constraint here is checked simply enter the values in the 3 fields and click on the button to validate the condition Click on LoMe to go to the import A progression window shows the number of records created Records updated When finished this window shows a summary of the operations Results Records Selected Records created Records updated Records failed gt duplicate records Click on the Lectunate button to close the window The button can be used to generate an importation report That allows keeping trace of performed operations and results source details date time updated and failed records number Call Center Solulions i VOCALCOM Herm s Net Administration Net User Manual Importation Report Import from Sheet1s to client file HubertMails ClientTest Task started at 3 08 2006 9 58 Task finished at 3 08 2006 9 58 3 created 0 updated 0 failed ADD RECORDS ACTIONS ON CALLS FILE With this function you can feed the call table with records from the client file if the call file is linked to a client file or from a text file Excel The procedure is different for files linked to a client file or files not linked to a client file Call file linked to a client file If a call file is linked to a client file you can only generate records from the linked client file in order to prevent synchronization problems between the two
51. this tab you can define the Overflow strategy and conditions for the activation of the overflow The overflow is basically a way of taking charge of the excess calls that can t be handled in time because all agents are busy k d LO Call Center Solutions Uu V OC AL C OM Herm s Net Administration Net User Manual General Messages Opening Overflow Skills H Overflow Wait time if the foreseeable waiting time is greater than when the call is received than Wait time lt 180 gt Wait loops lt 3 gt Channel 999 gt Wait loops whenever the waiting message went thru more Channel when the on hold channel number is greater than first is 0 Mode 3 Calback v D hermes_p Callback1 wav D hermes_p Callback2 wav D hermes_p Callback3 wav D hermes_p Callback4 wav D hermes_p CallbackError wav The Conditions are used to configure when the overflow will activate itself Three parameters are taken into account and when one of the parameters is met the system will redirect the call to the overflow procedure Expected Wait time the first condition to send the call in overflow is the expected wait time in seconds in the queue The call will go in overflow immediately after entering the queue if the expected waiting time of that particular queue exceeds the value indicated in this field Wait loops sends the call in overflow when the maximum number
52. was assigned to the field INDICE Tel was assigned to the field TEL In the PK column you can indicate which column of the destination file is to be considered as the Primary Key of the table Once all fields have been matched clicking on the Next P button takes you to the next step verification of the imported data am po Jj Call Center Solutions V OC AL COM Herm s Net Administration Net User Manual Import in customer base Checking of the imported data Remove duplicate records Warning longer treatment On Field and on Field Cancel Previous Next lt p Tenmimabe Click on Lo Next to go to the next phase iii Import in customer base x Filters allowing to select only ane part af the data sources Only Ehe records respecting all the constraints below will be preserved Click next iF you do not wank to specify constraints p v add new contraint here Cancel Previous Next gt Terminale In the window Filters allowing selecting only one part of the data sources you can define the file selection conditions The first field indicates the value to be tested the second field is a list suggesting the most frequently used logical operations and the third field lets you enter the value to be tested k d LO aum Call Center Solutions VOCAL COM Herm s Net Administration Net User Manual greater ar equal different From If
53. you managing the different callfiles and customer files used on the different outbound campaigns each of them are created empty and then filled in with information coming from SQL Oracle tables Text files MS Excel tables MS Access tables using the Import and Add records buttons Y Hermes Net Administration Copyright 2001 2008 Vocalcom Software Inc Human resources Incoming media Agenda amp CRM Telephony Tools Client file management Import Export J Delete Actions on calls file Server type SQLSERVER Server name cole Base testdata __Addrecords es RER ae p Client fie ENT es i Distribution rules General Prospection iv Time zones Muse Do Not Call List am je 7 Call Center Solutions V OC AL COM Herm s Net Administration Net User Manual Scheme 1 Call file not linked to client file The next scheme describes relationship between call file and the Vocalcom system The call file is first created empty and afterwards client records are imported into this file from data sources like text file Excel Access Oracle or SQL table this is the Add records operation Once the file is filled in the linked outbound campaign runs and scans it in order to find calls to dial The call result is stored in the corresponding call record Inclusion exclusion and restriction are operations used to increase or decrease the records
54. 0 Customer service in order to have a phone discussion with a customer service representative The DID Direct inward dialling is the ID of your inbound campaign each inbound campaign has it s own unique DID Usually we choose the DID based on the 4 last digits of the Inbound call number used for the campaign An inbound campaign is the addition of different components which purpose is to welcome the customers and keep the contact as professional as possible from the reception until the hang up As soon as the call is received in the Vocalcom System the call will be sent in a waiting queue linked to that particular campaign An IVR script Interactive Voice Recognition can be defined on the campaign welcome messages wav can be played setting up opening hours and holiday plan choosing overflow procedures etc All these options are to be configured in the 5 tabs below General to change the global configuration of the selected campaign description voice script queue Messages to configure audio files wav used during call handling Opening to define service opening hours and days as well as the audio file played when calls arrive during closing hours Overflow to configure overflow strategies Skills to define the profile settings for this campaign This next window displays the inbound campaigns defined on the system The inbound campaigns list shows all campaigns for this site m 7 _ Call Cen
55. 1 3 1 2009 8 00 00 AM 2 3 8 2009 8 00 00 AM 3 3 15 2009 8 00 00 AM 4 3 22 2009 8 00 00 AM 5 3 29 2009 8 00 00 AM 6 4 5 2009 8 00 00 AM 7 4 12 2009 8 00 00 AM B 4 19 2009 8 00 00 AM 9 4 26 2009 8 00 00 AM 10 5 3 2009 8 00 00 AM This can be useful to check if the scheduler settings are correct and to quickly check the next execution time of a task OUTBOUND CALLS Manual campaign all Center Solutions VOCAL COM Herm s Net Administration Net User Manual This menu allows creating Manual calls campaigns The purpose is to standardize all outgoing generated calls using the vocalcom system f Hermes Net Administration focalcom Software Inc me EETIITEMEELTUIOHREEDTCICNEUCTI IINENEEOI OR M A Display to prospect Phonenumber to display On hold music D hermes_p Recept Defaut waiting wav Forbidden prefixes ex 0800 06 for all phonenumbers beginning with 0800 and 06 Different tabs are available to set up the manual call mode Dialing and Manual campaign Dialing tab i Call Center Solutions wv VOCALCOM Hermes Net Administration Net User Manual Dialing Manual campaign Lj a Parameters Operator default operator Audio codec A specific phonenumber Phonenumber to display 0224671005 Display to prospect On hold music D hermes_p Recept Defaut waiting wav Forbidden prefixes ex 0800 06 for all phonenumbers begi
56. 5 5 61 6 2 62 62 65 66 67 68 69 70 71 73 75 76 76 77 74 78 Call Center Solutions XS VOcCALCOM Herm s Net Administration Net User Manual VOCALCOM Herm s NET V 4 CONTACTS 80 PLANNING amp HOLIDAY PLAN 8 2 SERVICE HOURS 82 HOLIDAY PLAN 83 PAUSE CODES 85 INCOMING MEDIA 8 8 QUEUES MANAGEMENT 89 DID Configuration Inbound campaigns 90 General tab 92 Messages tab 95 Opening tab 96 Overflow tab 97 SKILLS tab 102 Campaign Graphic View 102 Voice mail messages 104 Incoming E Mail campaigns 105 Campaigns configuration 105 General tab 107 Account Tab 109 Answers Tab 110 Opening Tab 111 Automatic Messages principle 112 Skills Tab 113 Predefined answers 113 E mail templates 117 Call Center Solutions VOcCALCOM Herm s Net Administration Net User Manual VOCALCOM Herm s NET V 4 Attachments 119 Distribution rules 120 INBOUND CHAT CAMPAIGNS 123 B General tab 125 Web Sites 127 7 Pages URL 128 R Messages 128 fl Opening Tab 129 A Skills Tab 129 Predefined answers 130 Chat templates 130 Attachments 131 Video Streams 131 Chat Distribution rules 132 CALL STATUS 133 B General tab 134 B Personal tab 135 Pp System tab 136 OUTGOING MEDIA 138 Campaigns configuration 138 Preview 139 7 Progressive 139 B Predictive 140 Predictive without agent 140 General tab 142 EJ e Call Center Solutions VOGC AL COM Herm s Net Administration Net User Manual VOCALCOM Herm
57. 87 att_pre wav Wait di hermes_pirecept 2787 Musique wav Wait duration Menu In this window the administrator can define the different audio files played while a call is being queued as well as the audio file the agent can hear at the moment a call arrives If the administrator does not want to define a specific voice message he simply leaves these fields empty For each field you can either directly enter the path amp name of the file or select it from an explorer window by clicking the ry button once selected the file is put on the server that contains the ACD in one of the campaign s directories rm The wu button displays all files of the audio type wav on the ACD server The files found are displayed in tree diagram layout With the Lo button you can play the audio file indicated in the corresponding field Note heavy files may take some time to be launched am Call Center Solutions VOcCALCOM Herm s Net Administration Net User Manual Welcome the voice message to be played when a call arrives in the queue Expected wait the message played to indicate the approximate waiting time before call handling This message is usually something like The waiting time is followed by an automatically generated message from the system Wait the message or music to be played while a call is waiting in the queue Agent the message the agent hears when a call is bein
58. Assign to allows selecting the site that will be reserved for this DID This means that future creation of an inbound campaign into this specific site will propose only this reserved DID Click on to create the element or on to close the window and cancel the creation 4 3 Deleting a DID Select the element to be deleted from the list on the right and click on the LX button to display the following dialog box Call Center Solutions V OC AL C OM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici Delete one or range DID StartrangeofDID lt gt End range of DID lt 1000 gt x Jl cancel The values for start range and end range are displayed here to make sure it is this range you wish to remove Click on the K button to confirm deletion b ka i Call Center Solutions Y VOCALCOM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici ROOT OUTGOING MEDIA When standing on the Root the Outgoing Media me
59. COM Hermes Net Administration Net User Manual Database Used table This information recalls the database and the table where the mails are physically stored This database has been chosen during the campaign creation and cannot be modified anymore The mails table name is based on the short campaign name Queue shows the waiting queues defined on the system it allows choosing the queue towards which the e mails of this campaign will be re directed by default 500 Customer Service ney 502 Email The button een can be used to open a queues management pop up Buttons SES and x can be used to add or remove queues The button za allows editing the selected queue details Priority in queue allows giving a priority to the chat sessions received on this campaign compared to other campaigns The higher the value the more the priority the chat will get Address book is used to link an Address book created in the Agenda amp CRM menu of the administration module explained later in this documentation This address book will be visible by the agent when creating a new appointment using the Agenda interface integrated in a page of the script used on this campaign Agenda planning used to define an Agenda to the campaign The agenda is created using the Agenda option of the Agenda amp CRM menu explained later in this documentation Distribution rules this field allows selecting
60. Click on ext ses to go to the next phase verification of the imported data Get data from customer base Eo call file Checking of the imported data Check the phone Field 1 Check other phone Fields The imported File contains only national numbers Add a 0 if needed 9 The imported File contains national and international numbers Remove duplicate records Warning langer treatment On Field phone 1 On fields phone 1 and phone 2 Very number length 10 International prefix 00 Cancel e Previous Next gt Terminate In this phase you can verify certain data specified before physically importing the records It allows you to do a preliminary check so as not to import wrong data into the call file Click on Next e to go to the next step Get data from customer base to call file Existing data processing Erase of the data currently being in the call File Filters allowing ba select only ane part of the data sources Only Ehe records respecting all the constraints below will be preserved Click next iF You do not want to specify constraints INDICE T Oo add a new contraint here Cancel e Previous Next Tienminabe a Net ual Call Center Solutions Ld VOCALCOM Herm s Net Administration Net User Manual The first part Existing data processing lets you indicate if you want to keep or delete the source file data The second part Filters allowing
61. D must be interrupted after a conversation This option is usually not active when agents work with headsets Simultaneous chat sessions Allows configuring how many simultaneous chat sessions the agent can open during a chat campaign Assignment tab Delay Queue 0 500 Customer Service Call Center Solutions Ld V OC AL COM Hermes Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici This tab is used to assign an agent to one or more inbound outbound campaigns Use the LL Or X button to assign or delete an inbound outbound campaign The Inbound area represents the queues attributed to the agent You see 3 colums queue the level of the skill and the delay in seconds The level and delay can be modified using the button Level used to assign an agent s competence level for that particular queue The maximum value is 100 the minimum 0 The ACD server always sends the call to the highest skill level Delay with this parameter expressed in seconds you can manage call distribution differently An agent with value Delay more than O will not be assigned a call of that queue if the call has not been in the queue for long enough delay defined here This delay gives other agents
62. If this field is left empty the email address configured on the campaign account tab will be displayed to the recipient The use of variables is allowed by pressing the button the following window appears Received e mail subject Received e mail subject Agent login Agent first name Agent last name E mail date Campaign name Campaig The main zone is a text edition window with a toolbar This toolbar allows using the next functions Re BIUA AA amp Ti Wi ll iil FERME E mail date v DS Call Center Solutions L V OC AL C OM Herm s Net Administration Net User Manual cut copy and paste text set text format to bold italic underline or clear formatting select the font the size and the colour of the text increase or decrease indent align left center or right apply numbering or bullets The last button E can be used to switch from HTML mode to text mode The text mode doesn t use any text formatting so the toolbar described here above is not longer applicable and disappears A warning message informs you first that converting to plain text will lose formatting information Attachments This screen is used to define sets of documents that will be shown on the Agent Mail interface to be used as reply The list on the upper right side shows all the created sets Hermes Net Administration Copyright 2001 2008 Vocalcom Software Inc LY P Human resou
63. NET V 4 Sound files management 240 ABOUT 241 ANNEX 242 Waiting loop structure 242 Call Distribution 243 Call Center Solutions V OC AL C OM Herm s Net Administration Net User Manual VOCALCOM Herm s NET V 4 INTRODUCTION Hermes V 4 Edition and its applications provide a Call Center administration tool called Administration This document explains in detail all available functionalities of the administration tool The application enables administrators to manage campaigns queues and agent configuration Get Started Once the application is installed properly it can be accessed through the following URL http localhost hermes net v4 Admin Launcher launcher aspx Hermes Net Microsoft Internet Explorer provided by Vocalcom O E http 10 245 203 250 hermes net v4 Admin Launcher launcher aspx IX File Edit View Favorites Tools Help The first start up after installation typically requires a bit more time before popping up the ID screen All future launches will be significantly faster f Call Center Solutions 2 VOCAL COM Herm s Net Administration Net User Manua VOCALCOM Herm s NET V 4 Version 4 0 0 Build 08102 RARES o Your temporary license expire on 22 01 2009 gt gt gt gt www vocalcom com The administrator has to enter his identification information before he can start using the application The Op
64. Net Administration Net User Manual Behavior Commercials v Filter on ID Filter on Code zip Add Appointm Display Type defines the default display type of the Agenda object by week work week only or current day l Commercials Name of the commercial Last name case lt sensitive selected by default when the Agenda is opened Move Appointm EN It can bea literal or a global variable Edit Appointm Is s s s Del Appointm Export rder A a E The check boxes proposed can be used to limit the agents action on the agenda used In the Data category the next properties are proposed Data 2 Subject Appointment set when an appointment is created The agent can Mate New products modify these fields if necessary Subject and Note Default values that are automatically In the Action category you can assign actions to calendar events Actions ue Apoint Add Send email E A Apoint Upd Send email E MA Apoint Del NONE The Calendar object generates the next events Adding of appointment Apoint Add Update of appointment Apoint Upd Suppression of appointment Apoint Del Once all the parameters and properties set just save the script and generate it Link it to the right campaign and set agents skills to handle calls of this campaign Call Center Solulions VOCAL COM Herm s Net Administration Net U
65. O Create AGENT SKILLS GROUP The next window appears if you press the create button Short code Description F Auto decrease The Le and LX buttons on the right let you add or delete skills In the Skills list each skill is represented by a unique identifier ID assigned by the system that cannot be changed A Short Code composed of 3 characters allows you to give an abbreviated description of the profile Description to enter a description for the profile i Call Center Solutions Y VOCALCOM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici Auto decrease to automatically lower the level of the profile in question in the agent profile it constitutes Edit SKILL T You can edit the skill by pressing the edit button Move SKILL to another Group You can move the skill to another Group by pressing the Move button tO Move selected skills to IT HELPDESK y Choose the group to which you want the skill to move into and press OK SUPERVISION GROUPS gt Call Center Solutions LY VOCAL COM Herm s Net Administration Net User Manua l Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous
66. RULES test demo CLIENT 8 2 5 ADD A SKILL GROUP Skill groups are created in Human resources Agent Skills Choose the skill group you wish to apply the rules for and press TEJ Following screen will appear equals to This group determines which wav to play b ka Call Center Solutions Y VOCALCOM Herm s Net Administration Net User Manual 8 2 6 SETUP DISTIBUTION RULES In the General outbound part of the window the filters used to create rules are the ones created in the skill group Human resources Agent skills In the example below our skill group filters the language based on the international code found in the Telephone column of the callfile We create rules by creating conditions As shown below IF the number recognised in the callfile begins with 0044 or 44 this number will be identified as skill English IF the number recognised in the callfile begins with 0032 or 32 this number will be identified as skill French Information Name WORLWIDE RULES Add a skills group GENERAL INBOUND GENERAL OUTBOUND v 0044 x 44 le o J e v I start with v 0032 equals to v 32 o on AND a this group can be ignored this group determines which wav to play x This group can be ignored used to temporarily disable a
67. TACT Date Time Subject Description 07 00 19 00 project overview 07 00 19 00 project planning Back VOCALCOM T E Call Center Solutions VOC AL COM Herm s Net Administration Net User Manual File Edit View Favorites Tools Help roe O ix ig Ps Se Favorites e2 5 ol amp Address cu http 10 246 203 123 Hermes_Net Agenda WebAccess mainform aspx 2 We bAgenda 17 02 2006 8 48 25 Home HH APPOINTMENT DETAILS amp 2 20 2006 07 00 19 00 Calendar Contacts Search Download this Appointment S El Contact Name Guy Demortier Tel 027078455 Function Director Fax Company Demortier Mob 0474998833 Email g demortier demortier be Other ADDRESS A C Subject project overview Description VOCALCOM WE lt Administration i File Edit View Favorites Tools Help ernet Explorer provided by Vocalcom O O AE D Yr BS 3 LJ A Call Center Solutions VOCALCOM Address e http 10 246 203 123 Hermes_Net Agenda WebAccess mainform aspx MES iu v subject contain O Description contain O from contact O Date Between ADVANCED APPOINTMENT SEARCH project 17 02 2006 8 48 25 The result is the list of matching appointments as illustrated above VOCALCOM Herm s Net Manual The Search screen allows executing an appointment search using filters like the subject the desc
68. The latest unsaved changes are marked in red and an asterisk appears next to the name of the tab as long as the modifications are not registered K At that moment you can still restore the previously saved status with the ndo button Rights tab The Rights tab is used to define the administrator s access rights General Rights QE v Administration Scripter All rights public template v Reporting v Manager M Agent Control Administration rights Resources Human res Outbound campaigns Inbound campaigns IVR scripts In the Program area top you can select the applications at the disposal of the administrator on the application selection window Interface designer Supervision Reporting Agent In the Rights area bottom you can define the administrator s access rights with regard to the following menus of the administration module Resources Inbound and Outbound campaigns IVR scripts planning network call status For each of the elements you can specify None the administrator has no access to the menu at all Read the administrator can only read information Modify the administrator can make changes to the parameters Full rights the administrator can add and delete elements of that type E 2 Call Center Solutions VOCAL COM Herm s Net Administration Net User Manua VOCALCOM Herm s NET V 4 1
69. Y PLAN In this window you can define the campaign s closing time 1 Call Center Solutions LY VOGC AL COM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous A bs souhaitez faire apparaitre ici The calendar is thus assigned to a campaign as described in chapter Opening tab on page 96 A calendar is identified by an ID and a Description f Hermes Net Administration Cop ght 2001 2008 Vocalcom Software Inc me Human resources Incoming media l Outgoing media z Agenda amp CRM es Telephony z Tools Description Bank Holidays Date Reason 25 12 2009 Christmas 01 05 2009 Easter Type Once mM Date ddmmyyyy 01 05 2009 Ei Reason Easter Message D messages saster wav Begin hour lt 00 00 gt Endhour 4 23 59 gt Description When creating a new holiday plan you can use the data of a schedule already defined by selecting its ID in the Copy from list The Description value gives the holiday plan a name Call Center Solutions VOCALCOM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici The Closing days field shows the days defined as days during which the service is closed If the Date field does not contain a year the event is repeated annually on the same d
70. a certain date or interval of dates By selecting one of the values suggested in the list you can select one or more dates from a calendar accessible through the LES button v For agent this list lets you select a particular agent Tt s Call Center Solutions L VOCAL COM Herm s Net Administration Net User Manual Click on z Next e to go to the next phase S Restricke calls Filters allowing to select only one part of the data sources Only Ehe records respecting all the constraints below will be actif Only Filters an calls File will be applied iF you do not specify constraints interesse equal to na add new contraint here This step is only visible when the call file is linked to a customer file On this screen Filters allowing to select only one part of the data source lets you define a selection filter based on one or more restrictions progression window appears and shows the number of modified records Records updated Ss When finished a window shows a summary of the operations Call Center Solutions LY VOCAL COM Herm s Net Net User Manual Administration Records Selected Records updated Filter saving Registering this filter allow you to reuse it with scheduled tasks Save Filter name The part Filter saving allows to reuse the created filter into the scheduler Click on the Terminate button to close the window
71. actMobilePhoneNumber Calendar0 contactMainPhoneNumber Calendar0 contactAssistantPhoneNumber Calendar0 contactPersonnalEmail Calendar0 contactOfficeEmail Calendar0 contactAssistantEmail Calendar0 contactFaxPhoneNumber Commercial Information Calendar0 personFirstName Calendar0 personLastName A Herm s Net User Manual 4 Call Center Solutions wv VOCAL COM Herm s Net Administration Net User Manual Calendar0 personFunction Calendar0 personCompanyld Calendar0 personWebLogin Calendar0 personWebPassword Calendar0 personWebConsultAllowed Calendar0 personLastModificationDate Calendar0 personCreationDate Calendar0 personUserld Call Center Solutions i V OC AL COM Herm s Net Administration Net User Manual STEP 5 CONSULTATION O F THE PLANNING B Y THE COMMERCIALS The commercials can consult their planning filled by the agents via an URL http lt Hermes Net IP address or name gt Hermes_Net Agenda WebAccess login aspx The first page is a login page where the commercial can enter using his login password These information were set by an administrator in the Planning module See in step 1 details about this information HERMES WEB AGENDA ia Ident Password The WebAgenda module opens Call Center Solutions VOCALCOM Herm s Net Net User Manual Administration File Edit View Favorites Tools Ox ix search Se ravortes ij
72. ampaign recording auto recording option activated on campaign level Agent recording using the agent s workstation recording option Supervisor recording initiated from the supervision module Found files wav File name File date File size File path Record folder CANAL DIGITAAL SET TOP BOXNANDO woensdag 18 februari 2009 2MB d Hermes_PFiles 1 CANAL DIGITAAL SET TOP BOXNANDO woensdag 18 Februari 2009 2MB d iHermes PlFilesit CANAL DIGITAAL SET TOP BOXNANDO woensdag 18 Februari 2009 174 KB d Hermes_P Files 1 CANAL DIGITAAL SET TOP BOXNANDO woensdag 18 Februari 2009 1MB d iHermes PlFilesit CANAL DIGITAAL SET TOP BOXNANDO woensdag 18 Februari 2009 1MB d Hermes_P Files 1 is CANAL DIGITAAL SET TOP BOXNANDO woensdag 18 Februari 2009 1MB d Hermes_P Files 1 m CANAL DIGITAAL SET TOP BOXNANDO woensdag 18 Februari 2009 1MB d Hermes_P Files 1 CANAL DIGITAAL SET TOP BOXNANDO woensdag 18 Februari 2009 2MB d Hermes_P Files 1 CANAL DIGITAAL SET TOP BOXNANDO woensdag 18 Februari 2009 2MB d Hermes_P Files 1 CANAL DIGITAAL SET TOP BOXNANDO woensdag 18 Februari 2009 5MB d Hermes_P Files 1 Ba lt Il gt Search files in Record folder 1200 wav Qe File name File date File size Folder Right clicking on anywhere on the result pane will make the following window appear VOCAL COM Herm s Net Administration N et User Manual Erreur Utilisez l onglet
73. ampaign script Web Scripter module calendar Calendars _ object Agent adds modifies appointments in the calendar ID 1 during calls handling calendar page page edition E t Agent workstation calendar script is linked to calendar ID 1 Call Center Solutions VOCAL COM Herm s Net Administration Net User Manual CREATE AND RUN AN APPOINTMENT SCRIPT USING THE CALENDAR 9 1 Planning management Salesman Contacts 9 2 Script creation and setting 9 3 How to use the calendar during call handling 9 4 Specific agenda parameters 9 5 Planning Consultation Call Center Solutions wv VOCALCOM Hermes Net Administration Net User Manual 9 1 PLANNING AGENDA CREATION The first step is the creation of a planning Agenda Afterwards this planning will be associated to commercials and contacts Planning management Use the and buttons to add or delete plannings The Calendar created here will be used to do relationship managment between commercials contacts and agents A commercial can use several calendars and a calendar can concern several commercials The calendar is afterwards assigned to a calendar object into a script Hermes Net Administration Human resources Description Appointments salesman lt 09 00 gt lt 17 00 gt 10 00 11 00 5 Call Center Solutions A V OC AL C OM Herm s Net Administration Net User Manual
74. ate Dates can be added or deleted with the Le and LX buttons To modify a date in the list simply complete the fields below it Type indicates if the event is unique once or recurring Date ddmmyyyy to choose a date by entering it directly or selecting it from the calendar window accessible through the button Reason to describe the event Message to link a specific audio file to the date By clicking on the button you can select a message from the list of audio wav files on the ACD server Begin end hour allows specifying begin and end time of the closing period example a closed afternoon will begin at 12 00 and end at 23 59 PAUSE CODES A new code can be added or deleted with the LES and LX buttons Just enter an ID and a description These pauses will be proposed to the agent when a call is completed Call Center Solutions wv VOCALCOM Hermes Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Pause code Description Copyright 2001 2008 Vocalcom Software Inc Description o iuh d 1 Toilet 2 Description Toilet unlimited pause duration 00 10 gt hours Cno skills No skills check this box to suppress the agent skills during this pause At this moment the ACD will consider that the agent is not longer connected and the
75. ave your modifications cress Save This allows you saving the modifications by clicking on maru or to restore the NER cing on Eiane situation last saved by clicking on The application window can be resized and the elements displayed in it are automatically rearranged upon changing the window size ex Call Center Solutions VOCAL COM Herm s Net Administration Net User Manua VOCALCOM Herm s NET V 4 ROOT RESOURCES At ROOT level the Resources menu gives access to defining the following common parameters Companies Sites E Companies sites Components Proxy CTI Database Connections ER Din Call Center Solutions LY VOCAL COM Herm s Net Administration User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous Net souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici Companies and Sites The Company sites option gives access to managing companies and sites defined in the system ROOT level Company site choice Companies and sites list 9 Id Designation x DefaultSite DefaultSite b cai lt voc With the and buttons you can add or delete one of the elements that belong to the active company 2 1 1 Add a site or compan By clicking on the button the following dialog box is d
76. be configured Description brief description of the call status Profit this numeric value can be used later during reporting to estimate benefit or losses The next list proposes the values Not Argued Positive and Argued to indicate if the call outcome is not argued positive or argued By clicking on Ree eire a window is displayed in which you can add new call status details k d LO Call Center Solutions Uu V OC AL C OM Herm s Net Administration Net User Manual i Add new call status x Status code 1 Info v Status ID lt n gt Description OK Cancel Status code to select to group in which you want to add the detail Status ID to give the call status a unique identifier Description to enter a brief description of the call status detail If you click on the eR RENTE button a window appears in which you can add a call status set Status code lt 3 gt Description Status code indicates the unique identifier of the new status code Description to enter a brief description To add system status code go to the System tab T R l stat You can delete a call status by clicking on the ___ Remove callstatus button System tab In this tab the administrator can define which system call statuses can be used in the current group of call statuses This tab is usually used for outbound campaigns These system statuses are used by the dialer whe
77. button ra allows editing the selected queue details Priority in queue to define the priority of calls in the waiting queue The higher the value in seconds the more prioritised is the queue Actually by adding a certain amount of priority youre adding extra waiting time to the call received on that queue which makes it more prioritised compared to another queues without any priority Address book is used to link an Address book created in the Agenda amp CRM menu of the administration module explained later in this documentation This address book will be visible by the agent when creating a new appointment Agenda planning used to define an Agenda to the campaign The agenda is created using the Agenda option of the Agenda amp CRM menu explained later in this documentation Lines indicates the maximum number of calls the ACD can treat simultaneously All calls above that number are rejected k d LO Call Center Solutions UP VOCAL COM Herm s Net Administration Net User Manual Language displays the suffixes defined in the variable Onnet AcdLanguage and lets you define the default suffix that will be added to the name of the audio files See User Manual IVR Editor for more information Display to prospect allows defining which outgoing phone number will be displayed when manually calling from the campaign Messages tab Messages Welcome pre dec 2 Eng way Expected wait d hermes_pirecepti27
78. campaign will be re directed by default 2 The button can be used to open a queues management pop up Buttons and x can be used to add or remove queues The button allows editing the selected queue details am Call Center Solutions VOCALCOM Hermes Net Administration Net User Manual Priority in queue allows giving a priority to the mails received on this campaign compared to other campaigns The higher the value the more the priority the call will get Address book is used to link an Address book created in the Agenda amp CRM menu of the administration module explained later in this documentation This address book will be visible by the agent when creating a new appointment using the Agenda interface integrated in a page of the script used on this campaign Agenda planning used to define an Agenda to the campaign The agenda is created using the Agenda option of the Agenda amp CRM menu explained later in this documentation Distribution rules this field allows selecting a profile answer to the received email Mail status shows the email qualifications defined on that campaign it lets you select a email status group for each email campaign Web script to indicate the path to a web script displayed during mail handling With the LZ J button you can open a dialog window with the list of available scripts Creation date First name Last name 20090217120311 e memedon Frat nam
79. case of closing days See section Erreur Source du renvoi introuvable i Call Center Solutions Y VOCALCOM Herm s Net Administration Net User Manual Campaign Graphic View To run a diagnostic of the selected campaign and to obtain a graphical representation of the elements that may have to be corrected or added in order for the campaign to work properly Call file name no call files aoe x Client fle no dient database campaign has no agents associated a Group 1 Prospection ees This campaign has no web script associated Service hours Planning Outbound Holidays plan Bank Holidays Errors Warnings This campaign has no call file associated This campaign has no agents associated e This campaign has no web script associated The elements that form the outbound campaign are presented and regrouped in frames Agents Call file Call Status Web Script and Planning C a green light means that the elements are correctly configured 5 an orange light means that warning messages have been detected with regard to the elements The campaign can be launched but it will not function perfectly qd a red light means that warning messages have been detected for certain elements The campaign cannot be launched am Call Center Solutions Ld VOCALCOM Herm s Net Administration Net User Manual N By clicking on the T button in the c
80. ces f Hermes Net Administration Copyright 2001 2008 Vocalcom Software Inc mE A Incoming media Outgongmeda Agenda amp CRM Telephony zl Tools al Name Video streams IT Online Support Name File How to format your hard drive harddrive avi Chat Distribution rules Chat profiles are designed to give a profile to an incoming chat session Once the chat has received a profile the system will look for an agent having the required profile and connect the contact with the agent Chat profiles are created the same way as Email distribution rules please refer to page 108 for more information on how to configure Chat profiles 1 Call Center Solutions VO C AL C OM Herm s Net Administration Net User Manual CALL STATUS In this chapter you will learn how to generate call status call qualifications and pause codes to be used in campaigns When used by agents during call handling these call statuses are registered in the database server and will be displayed in real time supervision as well as historical reporting Reporting and Supervision are separated modules which are explained in other module documentation yright 2001 2008 Vocalcom Software Inc Warning If you remove call status used by a campaign you will have errors in the statistics of production of this campaign Call status sets can be added or deleted with the LES J and LX buttons 4 F i Call Cen
81. ck on Next 9 to go to the next phase Alfecke calls to an agent All recards v ho Memes Parameters For date Filter on the list suggests selecting all records or all records except recalls and callbacks or recalls and callbacks The filter indicates the call type s to be affected Parameters to indicate the conditions to be used are defined at the level of the client file For date this condition lets you select only those calls before a certain date or interval of dates By selecting one of the values suggested in the list you can select one or more dates from a calendar accessible through the LES button M a a Call Center Solutions L VOCAL COM Herme s Net Administration Net User Manual For agent this list lets you select a particular agent Click on Next Ps to go to the next phase oo Affecte calls to an agent Filters allowing to select only one part of the data sources Only the records respecting all the constraints below will be updated Only filters on calls file will be applied if you do not specify constraints e add a new contraint here Cat Lene Lom 9 This step is only visible when the call file is linked to a customer file On this screen Filters allowing to select only one part of the data source lets you define a selection filter based on one or more restrictions A progression window appears and shows the number of modified records Results
82. coming media a e z z Tools First name Roussis NaKOS Robby Use the and buttons to add or delete Salesmen 5 Call Center Solutions WS VOcAL C OM Herm s Net Administration Net User Manual Login D 5CHMIDT Last name SCHMIDT First name DAVID x Jl e The login field is the salesman web access ID The Web access area of the General tab allows changing the salesman ID and choosing a password that will be used together with the ID to consult the appointments The Personal data area is used to register some more information about the salesman The Color in agenda option makes it easier for the agent to identify on which planning he s working at the moment PLANNING TAB Is used for the affectation of the salesman to a certain planning and also to setup the regions for which the salesman will be responsible for This info is stored in the database together with the data saved on the General tab Use the EE and x buttons to add or delete the affectation to a planning When adding a planning simply choose the planning you want to affect to the salesman EX lt Call Center Solutions VOCAL COM Herm s Net Administration Net User Manual Once the affectation to a planning is validated an new area will appear REGION It allows creating Regions using zip codes which will be linked to the planning and the salesman P
83. d LO Call Center Solutions Uu V OC AL C OM Herm s Net Administration Net User Manual In the preceding diagram time devoted to conversation between agent and customer is replaced by the diffusion of an audio message or a script The only parameter limiting the number of simultaneous calls is a maximum of lines quantity to be used by the system 8 2 2 SINGLE OUTBOUND CAMPAIGN CALLS CAMPAIGN When creating a new campaign you ll be given the choice to choose between creating a single campaign Calls campaign or a group of outbound campaigns Virtual campaign Campaign Type Calls campaign Description Calls campaign Virtual campaign Copy from Make sure to choose Calls campaign for creating a single outbound campaign Once created the different options tabs provide access to the following information General used to modify the global configuration of the selected campaign description call file screen script Dialing used to define the dialing mode the operator and other parameters Opening used to define the service opening hours Callback rules allows changing the callback rules used by the system k d b Call Center Solutions u V OC AL C OM Herm s Net Administration Net User Manual General tab In this tab you can configure the campaign s general parameters General oein O opena Callback rules Description PROSPECTION Call file Calls scheduling Impo
84. d or promotional media in any form whatsoever 1996 2009 VOCALCOM S A All rights reserved e Call Center Solutions VOCALCOM Herm s Net Administration nde x Sommaire INTRODUCTION Get Started Administrator profiles Create Administrators General tab Rights tab 1 4 The Applications Selection Screen 1 5 Master amp Company Administrator Companies and Sites architecture Master Administrator Screen ROOT RESOURCES Companies and Sites 2 1 3 SITE OPTIONS GENERAL tab 2 1 4 SITE OPTIONS COMPONENTS tab 2 1 5 SITE OPTIONS DATABASE tab 2 1 6 SITE OPTIONS TELEPHONY tab Components Proxy CTI Connections 2 4 2 Creating a SQL connection 2 4 3 Creating an Oracle connection Net User Manual VOCALCOM Herm s NET V 4 10 10 17 13 15 16 17 18 20 21 25 26 28 31 33 34 35 36 39 42 46 Administration 2 4 4 Testing a connection 2445 Deleting a connection ROOT HUMAN RESOURCES ROOT INCOMING MEDIA Create delete DID ROOT OUTGOING MEDIA ROOT TOOLS SITE HUMAN RESOURCES ADMINISTRATORS SUPERVISORS AGENTS General tab Assignment tab Skills tab Rights tab Supervision tab AGENT SKILL GROUPS SUPERVISION GROUPS General tab Agents tab Outbound Campaigns tab Chat Campaigns tab Queues tab AGENT GROUPS Call Center Solutions VOcCALCOM Net VOCALCOM Herm s NET V 4 48 Net Manual Hermes User 48 5 1 52 a2
85. e MyConnection u Select a provider Available Ole DB Provider Cu Ces Cru Crus Enter a connection name and select a provider from the list with the following options Dle DB Provider available Click on ext d to go to the next screen k d 5 Call Center Solutions UP VOCAL COM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici 2 4 2 Creating a SQL connection Connections CREATE NEW CONNECTION Step 2 Enter connection informations FH Server Sql name Login informations User Password Cancel Back Enter the SQL server name log in information and password to connect to the server in question Click on LoNet gt to go to the following screen The application attempts to connect by using the indicated parameters Server connection in progress If the application fails to connect the wizard recommends going to the previous step with the Back E Bak button and correct the parameters you entered am Call Center Solutions Ld VOCALCOM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Util
86. e Last rane 20090202162708 Select first the platform to scan and afterwards select the script into the list Click on ie The CET button can be used to execute the script The LX button can be used to cancel and remove the script name Delete mail affectation to an agent if not processed after this value allows giving the maximum delay in half days during which the email is kept in an agent inbox After this delay the system will forward the not processed email into the inbox of an available agent bc D Call Center Solutions gt VOCALCOM Hermes Net Administration Net User Manual Account Tab This tab is used to set mails server login information xj 10 250 250 18 gt demopresales vocalcom be Setread Server type allows choosing the server type between IMAP POP Database and Plugin Check new message every x seconds allow to specify the time interval between 2 new incoming verifications The 2 first server types are used to connect directly mails servers and the 2 last are completely different Database connection to a database to extract mails from a table or Plugin complex database access via a customized module Server address name of the mails server Port port used to connect the server 143 for IMAP 110 for POP User Password indicate here the mail account login and password Incoming mailbox IMAP only indicate here the name of the inbox used INBOX
87. e time of the call in a directory corresponding to the campaign ID ID CAMP ID_AGENT YYYYMMDD HHMMSS wav This window is also accessible via the Option menu with the item Path amp Name of recorded conversations as well Use the list at the top of this pop up to select any item and add it into the formula using the button BED c E Call Center Solutions VOCAL COM Herm s Net Administration Net User Manua Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici Campaign Id Sda ou Name iwi 2 1 4 SITE OPTIONS COMPONENTS tab Here you can assign an instance of each component defined on the system to the site or the company selected These components are installed by Vocalcom in the menu Resources Components After installation the administrator only assigns them to a site or company Media Server Desktop Sharing Server Database Manager Acd server CTI Proxy ScreenSharing 1151 DataBaseManager 1385 ACDServerAccess 5734 If you change Acd Server sound and ivr files are not moved If you change Reporting module you must change backup configuration too Scripter InterfaceDesigner_9443 iv Exportplateform DE efonmPublicati
88. endar object into a script This chapter describes how to integrate the agenda object in a script It requires to VOCALCOM Administration Net Hermes Net Interface Designer Name Calendar1 GroupName Objects in page Filter i Ordre alphab tique v Search object Object CEN JU Nakos Roussis Commercials Filter on ID Actions Layout Data rs Behavior Appearance Objects Filter on Code zip Add Appointm Move Appointm Edit Appointm Del Appointm ExportOrder m SS Apoint Add NONE amp apoint Upd NONE Bapoint Del NONE Subject Note END ARGUMENTATION Ed index Go Status Done 281 mSec Scripts Pages EE We Edition Template Connections Modules al Preferences 1 01 00 i 02 00 1 02 00 i 4 1 04 00 i i 0 i Call Center Solutions Net Manual Herm s User Misc My availability Available DOr TQ E E Y SC We PS RA ON S Ente t ut Ep ID a e 1 Do not apply model on editor v Select the page and add a Calendar object using the E button in the toolbox The new calendar will take place in the middle of the page Select this object to see calendar properties In the Appearance and Behavior category the next properties are proposed k d 1 Call Center Solutions up V OC AL C OM Herm s
89. ent records without checking the presence of a call in the calls file If you select the first option the next step allows applying a filter on client records Customer file export Filter on ai records E For date For agent All agents am e Call Center Solutions VOCALCOM Hermes Net Administration Net User Manual Filter on the list suggest selecting all records or all records except recalls and callbacks or recalls and callbacks The filter indicates the call type s to be included in the export Parameters to indicate the conditions to be used defined at the level of the client file For date this condition lets you select only those calls before a certain date or interval of dates By selecting one of the values suggested in the list you can select one or more dates from a calendar accessible through the LE button v For agent this list lets you select a particular agent Click on Man NExt Ss to go to the next step Customer file export Filters allowing to select only one part af the data sources Only Ehe records respecting all the constraints below will be preserved Click next iF you do not wank to specify constraints PHONE begin with w 02 add new contraint here Cancel m Previous Next In the window Filters allowing selecting only one part of the data equal to sources you can define the selection conditions
90. er of abandoned calls before going in overflow mode Average wait between 2 calls this field indicates the average waiting time between 2 calls In case of predictive without agent mode supplementary fields appear Lines number max quantity of lines that the system can use for outbound calls Disable allows not using a max quantity of lines Onnet script allows indicating a specific script used The next part Answering machine detection is shown in case of progressive and predictive modes Answering machine detection Type I v Message to leave on answering machine Le Voice analyse indicates if the voice detection system must be activated in order to detect calls answered by machines Transition detection indicates if the transition digital analogue detection must be activated to detect transfer to voice mail Next to these fields an input zone allows to specify phone prefixes to activate these detections means no specification all the phone numbers will be involved L Call Center Solutions VOCAL COM Herm s Net Administration Net User Manual Opening tab This tab lets you define when a campaign is running Service hours the administrator selects the campaign s opening hours from the list This time schedule is defined in the planning configuration as described in section Erreur Source du renvoi introuvable Holidays plan to define the schedule in
91. escribes the campaign Use the SES and LX buttons on the right hand side of the upper list to add or delete campaigns A new campaign is created using the next dialog box ID MCS Mame Mail Customer Service DataBase testdemo A short and long name of the campaign must be typed in You have to select a connection name in the list Database and a new table will be created into this database with a name based on the campaign name This table will be used to store the content of the campaign mails Mis Call Center Solutions wv VOCAL COM Herm s Net Administration Net User Manual General tab 500 Customer Service Priority in queue 0 no address book M Agenda planning no planning no calculation of profile KA Mail status no call status AJ Y J X Free URL Delete e mail affectation to an agent if not proccessed after lt 4 gt halfdays Description long name of the campaign By default the short name is indicated and it can be changed here Database Used tabel This information recalls the database and the table where the mails are physically stored This database has been chosen during the campaign creation and cannot be modified anymore The mails table name is based on the short campaign name Queue shows the waiting queues defined on the system it allows choosing the queue towards which the e mails of this
92. esn t contains country code Use code 32 C Delete do not call list content before import m b 36 a Call Center Solutions S VOcAL GCG OM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici You need to select the field of the imported database that contains the Phone number You can also determine the country code of your region Click on to go to the next screen The following progress screen should appear i Do not call list update gt duplicate records k d 1 Call Center Solutions UJ V OC AL COM Hermes Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici In this last window you ll see the result of the importation you ll be notified on how many numbers have been imported and how many haven t succeeded during importation Press the Lo Tervinate button to confirm the creation and go back to the main window 5 2 Applying the Do not Call List to a Site and to a Call file Open the Outgoing media
93. g time For each field you can enter the way and field name directly or open an explore window with the button and select it once selected the file is transferred to the server that contains the ACD in one of the campaign s directories k d b Call Center Solutions u V OO AL C OM Herm s Net Administration Net User Manual General Opening Overflow ss Service hours no service hours v Holidays plan no holidays plan v Dayofweek Monday v Same message every day Normal dosing D hermes_p CallTomorrow wav wn Le Abnormal dosing D hermes_p CallLater wav LA jJ LS Le B The LEJ button lists all audio files wav on the ACD server and displays them in tree diagram layout With the ow button you can play the sound file indicated in the corresponding field Note heavy files may take some time to be launched Day of week select the day and the message to be played If the box Same message every day is checked the message is the same for all days of the week This option is defined by default Normal closing indicates the message that is going to be played when the call center is closed Abnormal closing indicates the message to be played during an emergency If no agent is connected to the system but the campaign is open all calls entering the campaign will hear the abnormal closing message Overflow tab In
94. g transferred to him This has to be a very short file typically a beep because the call is already connected at that moment Interactive Menu an audio file or an IVR script that offer the customer the possibility to come out of the waiting queue and to be transferred to the chosen overflow procedure as configured in the Overflow tab When the message indicated in the Menu Field is played the customer only needs to press digit 1 on the keyboard of the phone to be re directed towards the overflow procedure Wait duration time between two replays of the Menu message in the Interactive menu See chapter Annex for information on the repetition of waiting intervals on page Opening tab In this tab you can define the time schedule of the campaign as well as the voice messages normal closing to be played when a call is received outside the hours declared in the group You can also define the emergency message here abnormal closing Service hours shows a list of all the opening hours groups The service hours groups are defined in the Incoming Media menu as described in section Erreur Source du renvoi introuvable on page 75 Holidays plan to define the closing time schedule See section Erreur Source du renvoi introuvable on page 76Erreur Signet non defini for more information Once you have defined the service s opening hours you can configure the audio files to be played during closin
95. general tab to add agents in the group Please refer to the Agent configuration chapter page 60 to learn how to configure the Agent rou Call Center Solutions LY VOCAL COM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici Copy ight 2001 2008 Vocalcom Software Inc i Outgoing media x Agenda amp CRM z Telephony R Tools x Description Support Helpdesk Description Support Helpdesk L1 Hangup after call C Automatically ready ClFrameset always on front Agent Code Fullname C 1001 Default Agent 1002 Michel Dupont C 1003 John Paul C 1000 Vocalcom Supervisor Select all Select all Unselect all eU a m Each group is identified by a unique numeric group ID assigned by the system Groups can be added or removed with the BES and LX buttons on the right Add group Description Ro can ec D Call Center Solutions VOCALCOM Hermes Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire appa
96. generate a call attempt Wrong number Unreachable Don t call e e Call Center Solutions V OC AL C OM Herm s Net Administration Net User Manual OUTGOING MEDIA Campaigns configuration This window displays the list of outbound campaigns defined on the system The Queue column indicates the system queue assigned to the campaign This value is O if the campaign is inactive and is equal to the number of the queue if the campaign is active This value can be useful in IVR script The Campaign column contains the campaign s short name The Type column indicates if the campaign is Single or part of a group of outbound campaigns called Virtual campaigns The Status column indicates if the campaign is active or not The Description column contains the campaign s long name Hermes Net Administration yright 2001 2008 Vocalcom Software Inc mec Incomngmeda Outgoing media Agenda amp CRM Telephony Tools il Human resources Queue Campaign Sl Type Status Description Guido _ Robby TES Guido cpg Robby cpg o eser Sf M Tosenn fo emen f resinae o test Robby 2 ON estzRey General Dialing Opening ei Information Description Guido cpg Robby cpg Sub campaigns test 2 Robby PROSPECTION SET Test 1 Robby LJ a gt gt Call Center Solutions L VOCALCOM Herm s Net Administration Net User Manual The EE and x butto
97. gents are available the agent with most appropriate level is chosen The delay parameter is also taken into account when selecting the agent For example the picture on the left shows a call being queued Two agents are logged on that queue Agent A has 10096 level and a 30 seconds delay Agent B has 10 level and no delay If both agents are ready B will take the call as he has no delay If the delay is removed agent A would take the call as he has a better level than B If both agents are ready when a call enters the queue B will take the call as there is 0 sec delay In the same situation without any delay A would take the call am 7 Call Center Solutions V OC AL C OM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici Another important matter is call distribution from different queues When calls are waiting in multiple queues and an agent having skills on those queues is ready the call that will be taken is the call with the longest wait time regardless of the agent s skills For example on the picture to the right a call is waiting for one hour in queue B and another call is waiting for 30 seconds in queue A When the agent becomes ready he receives the call from B even
98. ges URL Messages used to select predefined answers sentences and videos Opening to specify opening hours on the campaign Skills to define the profile settings of chat sessions received on that campaign The ID column contains a name that describes the campaign SE Call Center Solutions VOCAL COM Herm s Net Administration Net User Manual Use the LES J and LX J buttons on the right hand side of the upper list to add or delete campaigns A new campaign is created using the next dialog box 22 Chat campaign add ID SUPPORT Name CHAT SUPPORT DataBase test demo v A short and long name of the campaign must be typed in You have to select a connection name in the list Database and a new table will be created into this database with a name based on the campaign name This table will be used to store the content of the campaign mails General tab General Web sites Pages URL Messages Opening Skills x 501 Chat queue v Priority inqueue 0 no address book FA Agenda planning no planning no calculation of profile v Chatstatus no call status Cree un Cree un Free un Description long name of the campaign By default the short name is indicated and it can be changed here am Call Center Solutions VOCAL
99. he SQL query in SQL syntax You can also type directly your request in this pane without using the other tools Diagram pane allows choosing the columns used to filter the request A Grid pane allows creating the criteria Result pane displays the result of the query once it s been run using the D button top of the screen e m Call Center Solutions VOCAL COM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici Hermes Net Administration Copyright 2001 2008 Vocalcom Software Inc Human resources ail Incoming media Outgoing media a Agenda amp CRM Telephony SU WHERE CLIENT tel RT 0473475502 CLIENT gs i C firstname wr lastname RT C lastname_WT tel RT E tel wr 0473475502 0473475502 0473475502 0473475502 0473475502 0473475502 0473475502 0473475502 SELECT QUERY EXAMPLE In this example we ll try a SELECT query to find a certain customer in the database based on his LASTNAME This customer s last name is NIKOS k d b Call Center Solutions u VOCAL COM Herm s Net Administrat
100. if his skill level on that queue 1096 is the lowest of his skills levels The last parameter of call distribution is called profiling Profiling must be considered as string matching between the call profile and the agent profile In order to handle a call an agent s profile must be higher than the minimum required call profile higher must be interpreted as string comparison By default the profile checking takes precedence over the delay parameter and skill level This procedure can be changed by modifying the profile of the call while it is waiting in the queue This can be done with an IVR scenario through the AcdComQualif variable See IVR Editor user documentation for more information
101. igns to the selected group check the box in front of the campaigns and click on gt to move them to the right To remove a campaign from a group check the box next to its name in the list on the right side and click on ej Queues tab This tab displays the existing queues on the left side and the queues assigned to the current group on the right side The first column Id shows the queue s identifier and a checkbox The Description column shows the name of the queue To assign one or more queues to the selected group check the box in front of the queue in question and click on EM to move it to the right To remove a queue from a group check the box next to its name in the list on the right side and click on Le k d b Call Center Solutions V OC AL COM Hermes Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici AGENT GROUPS The Agent Group window is used to configure multiple agents in one single action The administrator will thus group the agents with similar skills The Agent Group is configured the same way as the Agent The different tabs are exactly the same The only difference is that you configure a group of agents instead of configuring a single agent Use the
102. in the Vocalcom system agents are actually linked to queues and not to campaigns This window allows you to manage the different QUEUES used in inbound email or chat campaigns All required queues must be defined here Use the RES and Lx buttons on the right side of the screen to create new Queues By creating a queue the administrator defines the skills corresponding with the level of agents Hermes Net Administration Copyright 2001 2008 Vocalcom Software Inc Telephony al Tools zl Human resources __ Incoming media Description Customer Service Chat queue Priority in queue Description Priority in queue Description dE O ER EE CE map T The top side of the window shows the list of queues defined on the system It contains a unique numeric ID composed of 3 characters beginning with value 500 and the name repeated under Description Description indicates a text to identify the queue This description also appears during agent configuration Call Center Solutions i VOCALCOM Herm s Net Administration Net User Manual The information part at the bottom of the screen shows all campaigns to which a certain queue is attached to Clicking on the queue in the information part will bring you to the campaign to which this queue is linked DID Configuration Inbound campaigns First of all an inbound campaign is a phone number to which customers call ex 080
103. indow you can define connections to the databases that will be used by the sites for the creation of call files and also for the creation of client files in the Web Scripter application Call Center Solutions A VOCAL COM Herm s Net Administration Net User Manua l Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici 2001 2008 Vocalcom Software Inc Incoming media Outgoing media Company site choice Designation Description Server name pA DefaultSite test demo test demo gollem VOCALCOM a With the LES and LX buttons you can add or delete connections while the Ly button is used to test parameters entered for the selected connection and to indicate if they are valid or not 1 1 1 Adding a connection Press the E button to create a new connection to the database server SQL Oracle Call Center Solutions VOCALCOM Hermes Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici Step 1 Enter a name and select a type connection Enter a connection nam
104. ined later in this document Copyright 2001 2008 Vocalcom Software Inc Inbound campaigns list E Description k d LO Call Center Solutions V OC AL COM Herm s Net Administration Net User Manual VOCALCOM Herm s NET V 4 Companies and Sites architecture These entities allow you to create and manage agents campaigns queues administrators etc which will be restricted to their own entity This restriction allows keeping the data reporting supervision scripter editor of every site independent from each other They are presented in a tree diagram in the upper right side of the screen This view allows easy visualization of companies and sites to which access is granted as well as their organization and structure Remember that only a Master admin has access to the root Company site choice A company can be composed of several sites or branches sub companies Administrators defined at company level only have access to the entities that are part of it A site is the smallest unit and cannot contain other entities such as sub sites or sub companies The name of the company or site is displayed in the status bar on the lower right side of the screen iind Call Center Solutions VOCALCOM Herm s Net Administration Net User Manual VOCALCOM Herm s NET V 4 Master Administrator Screen t D 2001 2008 Vocalcom Software Inc Company site choice rv ROOT Designat
105. ion DefaultSite Site DefaultSite EER gt VOCALCOM Parameters lt 500 gt Min 0 Max 500 lt 499 gt Min 0 Max 499 lt 5 gt 10 agents licenses allocated on 5 available lt 0 ID_CAMP ID_AGENT YYYYMMDD HHMMSS LE The main screen is divided in 4 different elements 1 7 1 The Main Menus top of screen At the top of the screen this area consists of buttons representing the major site elements and listing all sub functionalities 2001 2008 Vocalcom Software b ka k Call Center Solutions LY YO C AL C OM Herm s Net Administration Net User Manua l VOCALCOM Herm s NET V 4 1 7 2 Explorer Window top left It allows access with a single click to all the entities which one has access to Company site choice v Eu This window only appears on the screen of a master or company administrator not a site administrator 1 7 3 The Main Selection List top middle After the launch of the application this list shows either the list of selected sites and companies or the campaign list of a selected site Afterwards its content depends upon the choice made in the Resources menu Companies and sites list Id Type Designation 1 Site DefaultSite 2 company VOLCOM Selecting an element from this list displays its respective information in the lower area i Call Center Solutions wv VOCALCOM Hermes Net Administration Net User Manual
106. ion Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici The diagram pane is used to select the columns to add to the SELECT query Check all the boxes next to the database columns you wish to add to the result If you use all the columns of the database will be displayed in the result pane L GUID_CONTACT ID C comments RT C comments wr To create the WHERE condition you also need to select the column on which the criteria will be applied The OUTPUT box must be unselected to become the WHERE To find the customer in the database you need to type in the last name in the criteria field as shown in the print screen below 4 Call Center Solutions wv VOCAL COM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici Now the query is ready to be run using the P
107. ion Net User Manual begin with end with contains or equal to And type the value to compare in the last field The lower part shows all the profiles cursors Adapt each cursor to compose the profile to be applied to the mails matching to the condition Click on to validate this rule An answer profile can be composed of several filter rules Use the button to edit an existing rule INBOUND CHAT CAMPAIGNS M T Call Center Solutions VOCALCOM Herm s Net Administration Net User Manual This window shows the list of inbound Chat campaigns defined on the system The upper list shows all campaigns defined for the site Hermes Net Administration Copyright 2001 2008 Vocalcom Software Inc m m al Incoming media Outgoing media Agenda amp CRM Telephony al Tools d Human resources Name Chat_Robby Chat Robby 501 Chat queue v k Priority in queue 0 gt no address book v Agenda planning no planning no calculation of profile w Chat status no call status 2 al Lx Free URL 4 JU JL X CFree ur LP Jegn Jo Orree unc The different option tabs allow you to access the following information about the campaign General to change the global configuration of the selected campaign description queue database information and web script etc Web sites to configure the web sites linked to this campaign Pa
108. ire apparaitre ici AGENTS Hermes Net Administration Copyright 2001 2008 Vocalcom Software Inc NS Incoming media sid Outgoing media x Agenda amp CRM E Telephony s Tools p Human resources Agent code 2l Full name 1000 Supervisor Vocalcom 1001 Agent Default General __ Assignment sws kos Nen Agent code 1001 Password icad Lastname Agent Firstname Default Member of none _ CJ Automatically ready L1 Hangup after call L Frameset always on front Simultaneous max chat sessions Ssite This window is used to manage agents assigned to a specific site With the different tabs you can assign agents different campaigns inbound or outbound and rights These tabs are discussed in more detail in the upcoming chapters These sreens are mainlt used for In and out P 1 b 5 2 i iv a ions No Call Center Solutions VOCALCOM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici CREATE A NEW AGENT The Le and LX buttons next to the list allow you to add or delete agents The agents list can be sorted using the A Z symbol in the column title bar Agent Code Last name First name Lok cancel jJ
109. isez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici AN Step 3 Enter a name For the base Prablem with Ehe connection an information of the connection is not valid or the Database server is not available Far the moment You can modify informations on going to the previous page the base name but the connection will be not valid Nevertheless you can continue regardless of the error message The wizard will ask you to enter the database name Once the connection is established the list of existing databases on the server is displayed and the wizard asks you to select one or to create a new one by entering its name Connections CREATE NEW CONNECTION Step 3 Select or create a base For the connection 9 Use an existing database Select the database Q Create a new database Database name Cancel lt Back Next lerminate Click on L_ Next gt to go to the next screen Call Center Solutions i VOCALCOM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici Connections saxea CREATE MEW CONNECTION Step 4 Change Information database User Change User User Password Cancel
110. isplayed Designation New Site Type Site Acd server ACDServerAccess 5734 OK Cancel Call Center Solutions u VOC AL COM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici Enter a name and select a Site or Company from the Type list Click on Lo jJ to create the element or Cancel to close the window and undo the creation 2 1 2 Delete a site or company Select the element to be deleted from the list and then click on the LX button If the company contains at least one site or sub company the following message is displayed Information E You can t delete this customer because it contains ane or more customers This warning stops you from deleting elements you may have forgotten about within the selected company It is thus necessary to go to company level in the navigation arborescence and delete all sub elements before being able to delete the company itself With the Lj button you can get more information on the creation and latest modifications of the element selected from the list Administrator 1 15 2009 4 01 15 PM Administrator 1 16 2009 1 10 50 PM umo ee 7 Call Center Solu
111. it is registered for automatic callback The ACD server Automatic call distribution will call that number during a quiet moment of the day when less waitings in queue and will present this call to an agent capable of answering calls of that particular campaign All the messages explained below are wem already recorded in many languages Italian German French etc Press the button to select the language and message you need to use Input message the name of the file to be played when asking the customer to enter his phone number mc D Call Center Solutions gt VOCALCOM Hermes Net Administration Net User Manual Check message the message to repeat the customer s number for verification This message is automatically followed by a repetition of the number Confirm message explains which buttons to use to go back to the previous step and enter the number again in case of error or to continue Bye message the last message confirming that the number has been successfully registered for callback Error message the error message to be played when the number entered by the customer is not correct For each field it is possible to directly enter the file path and name or to select it from an explorer window with the _ button once selected the file is transferred to the server that contains the ACD in one of the campaign s directories With the win button you can list all audio fi
112. l Center Solutions VOCALCOM Herm s Net Administration Net User Manual Call status group allows the administrator to define a call status set by default for this campaign Information on qualifications can be found in chapter Erreur Source du renvoi introuvable on page126 Auto Recording this option allows you to automatically record the conversations received on this campaign Press the LZ J button and the following screen will appear Recordina for some status Here you can choose to record all calls or you can also choose only certain call statuses for recording On hold music the message or music to be played while a call is waiting in the queue SCR Web Script to indicate the path to the web script shown during call handling The UST button can be used to test the script Display to prospect this parameter allows selecting the phone number displayed on the called customer phone Select The real phone number A specific phone number A hidden phone number Display called phone number his own phone number In case you select a specific phone number a new field Phone number to display appears and allows typing the phone number to display k d 1 Call Center Solutions up V OC AL C OM Herm s Net Administration Net User Manual Dialing tab This tab lets you define and configure the dialing mode for the campaign Ger Biaing Us predictive y Retenton
113. lannings Appointments salesman Postal code 15730 Type in the Postal code you want to create and press Loc The first region created becomes the Default region value mra EX Call Center Solutions VOCALCOM Hermes Net Administration Net User Manual default value 9 3 ADDRESS BOOK The Address Book is database table used for taking appointments as well as for the registering new customers in the CRM Customer relationship management found on Inbound or outbound campaigns Every inbound or outbound campaign can use a different Address book Copyright 2001 2008 Vocalcom Software Inc Use the and buttons to add or delete an Address book This address book is then linked to a campaign inbound or outbound and will be visible on the agent s workstation when the CRM option is used i k d 1 Call Center Solutions v VOCALCOM Herm s Net Administration Net User Manual Informations Mame Descripti Connection Table prefix Name name of the address book Description detailed name of address book Server type indicates the type of database server used SQL Oracle Connection corresponds to the database used in the server Table prefix indicates the real vocalcom internal name of the address book 9 4 SCRIPT CREATION AND SETTINGS All the data registered using the Planning module are afterwards diplayed to the agents on the Cal
114. layed only once The following messages are considered as part of the loop The first message in a loop is always the Expected z C Menu Jj wait message It is followed by the Interactive Menu message or IVR scenario In last position the Wait message is played Wait duration The Wait duration parameter specifies how long the Wait message must be played When this time is O elapsed the system goes to the next loop The system loops a number of times corresponding to the Wait loops parameter When the number of loops has been reached the system goes to overflow mode Call Distribution Entry points for incoming calls are entities called campaigns Campaigns or IVR scenarios linked to them select the queue in which the call will be put The queue choice is trivial when not using an IVR scenario the queue field is taken from the campaign definition When using an IVR this default value can be changed and any queue can be chosen dynamically according to IVR dependant conditions e y Call Center Solulions Ld V OC AL COM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici Agents can take calls from queues if they have been assigned with skills on that queue When several a
115. le In case of a call file not linked to a client file the first phase lets you select the data source iii Import in customer base Please select Ehe File or data base containing the prospects you want bo import Data source Source type Informations Cancel m previous Next gt Terminate Click on Man Next SPs to go to the next phase assigning the fields used as keys to create the records a 7 m EC rr Call Center Solutions w VOCAL COM Herm s Net Administration Net User Manual Assignment of the import base Fields to the call File Source table Name Sheek1t Identifier Link Field Mame Auto numbering Remove duplate record on link Field Only the last recording is preserved in the event of duplicate record Phone number 1 Tel Phone number 2 Memo Cancel gt Previous Next gt Terminate The AID button lets you open a window in which you can enter up to 8 additional fields with telephone numbers Hore numbers x Phone number 4 Phone number 5 Phone number 6 Phone number 7 Phone number 8 Phone number 9 Phone number 10 Click on ___Next Po to go to the next steps identical to those of the call file linked to a client file See section Call file linked to a client file on page 166 At the end of the procedure a window shows a summary of the operations Call Center Solutions u V OC AL COM Herm s Net Administration Net
116. les on the ACD server displayed in tree diagram layout The o button lets you play the audio file in the corresponding field Note heavy files may take some time to be launched Voice mail Mode Input message D lhermes plVoiceMaill wav CA o Check message D hermes plVoiceMail2 wav p CA o Confirm message D hermes_pWoiceMail3 wav L2 JL e J y Bye message D lhermes plVoiceMaild wav E CA c This mode allows the customer to leave a voice mail which can be found in the Incoming media menu Voice mail messages Input message indicates the audio file asking the customer to leave a message Check message this message is used to repeat the caller s voice mail for validation It is automatically followed by a repetition of the caller s message Confirm message tells the customer which key to use to go back to the previous step to enter the voice mail in case of error k d LO Call Center Solutions Uu V OC AL C OM Herm s Net Administration Net User Manual Bye message the last message confirming the customer that his voice mail was successfully registered and will soon be treated For each field it is possible to directly enter the file path and name or to select it from an explorer window with the _ button once selected the file is transferred to the server that contains the ACD in one of the campaign s directories With the wen button
117. lind transfer execute a blind transfer e Recording record calls e Coach listen to calls Program k d b Call Center Solutions u V OC AL C OM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici The second part is about programs e Agent Control the agent can use the Agent Toolbar application e Manager the agent can use the Supervision application When this box is checked the Supervision tab is visible e Reporting the agent can use the Reporting application e Use default frameset this box is checked to indicate that the agent uses the frameset defined by default at the level of the Web Scripter configuration See section Erreur Source du renvoi introuvable on page Erreur Signet non d fini The system frameset will be used if no specific frameset is defined at any places Supervision tab This tab is only visible if the agent in question has been defined as Supervisor in the Rights tab Check box Manager Agent Control Manager General Assignment skis Rome Supewision HS Supervision Id Description 1 Outbound Agents k d b Call Center Solutions V OC AL COM Hermes Net Administration Net User Manual Erreur Utilisez l
118. ll URL URL description Groupe URL detection Action Messages This tab is used to set all the templates used by the campaign General Web sites Pages URL Messages Opening Skills Messages configuration Start chat session message Hello how can i help you today wn End message Thanks for calling us and I wish you a pleasant day Predefined answers no predefined answers v Attachments TECH NOTES v Videos IT Online Support v Mail template used for sending CHAT Support w chat conversation to surfer Start chat session message message displayed at the beginning of the chat session End message message displayed at the end of the chat session Predefined answers this list proposes sets of answers defined on the screen Predefined Answers as described in the section Predefined answers Predefined answers This field allows selecting a set of predefined sentences that will be available to the agent to complete an answer mail Attachments this list proposes sets of documents defined on the screen Attachments as described in the section Incoming chat Attachments These documents are available during the chat session Videos allows selecting videos that can be played during the chat session Mail template used for sending chat conversations to surfer Call Center Solutions v V OC AL C OM Herm s Net Administration Net User Manual
119. ly used when agents are connected to a PBX Every phone station must be declared in the system in order to be used pyright 2001 2008 Vocalcom Software Inc Station name Description 1254 1300 Robby GSM 0003247 Description Robby GSM ACD extensions can be added or deleted using the and buttons x ACD Number 1 Description Station type Free number Staton Advanced gt gt j ox oc Call Center Solutions u VOCAL COM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici ACD number identifies the extension ID Description to provide an identifier for easier recognition Station type allows choosing the type of station according to the telephony infrastructure Free number SIP station IP Address MIST line Free number allows creating a station using a fix or mobile phone number SIP station is used in case a soft phone application IP Address no phone only a pc IP address compared to SKYPE MSI line no phone only a black box which is connected straight to a slot of the MSI patch panel The advanced button allows creating a range of ACD extensions Creation of multiple stations by incrementing extension id PBX Sta
120. man resources Incoming media ul Outgoing media Tools x Chat conversation e mail templates list Subject Name CHAT Support Chat conversation TIME Name CHAT Support Return address AGENTLASTNAME lt CAMP_ADDR gt Subject Chat conversation TIME Be 5ruc Tq Tg i i Received e mail subject v DS Dear please find a transcript of the chat session with AGENTLASTNAME below CHAT_CONV Thank you for contacting our support With kind regards Vocalcom Chat Team 4 s Call Center Solutions Herm s Net Manual VOCAL CG OM Administration Net User Attachments Attachments documents can be sent during chat sessions The attachments screen is the same as Incoming mail Attachments screen please see page 113 for more information on how to upload attachments o 2001 2008 Vocalcom Software Inc Tools Hermes Net Administration eo Incoming media s Human resources Name TECH NOTES IT Online Support Name File How to format your hard drive harddrive avi How to organise your PC desktop Video Streams Video streams are uploaded here in order to be sent by the agent during a chat session a m Call Center Solutions VOCALCOM Herm s Net Administration Net User Manual Video streams are uploaded the same way as Attachments please refer to page 113 for more information on how to upload video files Human resour
121. mate Enter the Oracle database name and log in information such as user and password to connect to the server indicated Note that this information is case sensitive Next Click on LoNet gt to go to the next screen The application attempts to connect using the indicated parameters Server connection in progress If the application fails to connect you will be asked to go to the previous step using the Le Back button to correct the parameters you entered 3 m T Y Call Center Solutions L V OC AL COM Hermes Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici Nevertheless you can terminate regardless of the error message The wizard shows you the summary window Resume Problem with the connection an information of Ehe connection is not valid or the Database server is not available for the moment You can modify informations on going to Ehe previous page continue with this invalid connection If the application successfully connected the following window appears Connections e CREATE NEW CONNECTION Resume Connection Created Cancel Back Terminate Call Center Solutions V OC AL COM Hermes Net Administration Net
122. ment section to find details about this window The agent can type in subject select the right date start and end dates and fill in the location of the appointment A description and a note can be added The type of appointment must be selected into the list Type The list of available types set into the Planning module is proposed Remark Via the script edition the subject and the note values can be set by default Appointment modification The agent can modify an existing appointment by double clicking on it into the grid The window Appointment Edition opens See previous point about appointment creation Appointment suppression The agent must select the appointment by clicking on it It becomes highlighted and he can suppress it using the button X Its possible to limit the actions the agent can do on appointments using the Calendar object properties in the Web Scripter See Step 2 to find details about these limitations Contact Management gt Call Center Solutions VOCAL COM Hermes Net Administration Net User Manual You can access the Contact Management window via the tab at the top of the window or via 2 5 Laporte Clea the button in the agenda toolbar Calendar Contacts Choose an action Add a new contact Edit selected contact Delete selected contact Search parameters Selected Contact s 2 iris a Name Phone s Email s 5 Laporte ciea Cell 0484556632 Office c lapo
123. menu and click on Apply to callfiles Create add delete Apply to callFiles The following screen will appear Call Center Solutions Z VOCALCOM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici 1 22 2009 Phone numbers format for the do not call list NNNNNNNNNN Country code field International Dialing Code Prefix to ignore Click on to go to the next screen The following screen will appear Call Center Solutions LY VOCAL COM Herm s Net Administration Net User Manua Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici DefaultSite VOC BE VOC NL Select the site to which you want this Do not call lis to be assigned to and Click on Next D to go to the next screen Apply do not call list to calls files Press the button to confirm the creation and go back to the main window Cer lt c Call Center Solutions LY VOCAL COM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au
124. ministration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici ROOT INCOMING MEDIA Create delete DID This screen allows creating the DID Direct Inward dialling used in defining a site s telephony parameters Once assigned to a specific site a DID appears with the Yes sign in the Affected column of the DID List ght 2001 2008 Vocalcom Software Inc Company site choice v rm QA defautsite K Description Description HELPDESK 003224671000 With the LES J and LX buttons DID can be added or deleted 5 Call Center Solutions WS V OC AL COM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici 4 2 Adding a DID Click on the EE button to display the following dialog box Add one or range DID Startrange ofDID lt m End range of DID lt 00 gt Assign to Enter the values for the start range and end range Enter the same value for start and end range for a DID composed of a single number this value is proposed as default The list
125. n attempting to call phone numbers out of the database which is linked to an active campaign There s no way of limiting the system of using these k d b Call Center Solutions u V OC AL C OM Herm s Net Administration Net User Manual statuses Selecting them here will give the agents the possibility to use them as well When using a Preview dialing mode explained later in Outgoing media chapter the ACD will sent all types of calls to the agents without filtering them In that case the agents will need to use them In other types of dialing modes such as Predictive or Progressive explained later in Outgoing media chapter the ACD will filter all outgoing calls in order to send only the connected calls to the agents General Personal System CL 89 call abandon CT 90 busy CT 91 wrong number CT amp 92 absent L 93 answering machine Ug 94 personal callback O amp 95 callback CT amp 96 correspondent not available CT 97 transfer CI 99 unreachable CT 3 100 don t cal Simply check the box in front of the call status to display it in the list of the Personal tab Some of these system qualifications are designed to create a new call attempt Call abandon Busy Absent Answering machine Personal callback Global callback Correspondent not available Transfer The maximum amount of call attempts is configured on the outgoing campaign configuration menu Other system qualifications don t
126. ned If you assign 50 queues to a first company the limitation for the second company will be between 0 and 450 For 3 sites created within the first company the first limitation will be between O and 50 and if you assign 10 queues to that first site the second one will have limitations between 0 and 40 etc site In the Site parameters field you can indicate the trunk type to be used by all lines deployed in the selected site A field named Conversations recording files allows you to customize the name of all recorded audio files General Telephony BH lt gt Min 0 Max 500 Maximum activated outbound campaigns lt gt Min 0 Max 499 Maximum connected agents lt 10 agents licenses allocated on 5 available Trunk type lt 0 gt Conversations recording fles 1D CAMP ID_AGENT YYYYMMDD HHMMSS ga k d b Call Center Solutions u VOCAL COM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici The button can be used to show a dialog box helping in the formula construction Path 4MID CAMP VID AGENT SAY YYYMMDD ES4HHMMSS wav Ex 1080 1000 20050320 5 102040 wav By default the system proposed a name composed of the agent ID the date and th
127. ng 1 Titre 1 au texte que vous souhaitez faire apparaitre ici PLANNING amp HOLIDAY PLAN f This chapter describes how to create and configure service hours and holiday plans the campaign s opening hours SERVICE HOURS The service hours let you define the call center s opening hours A service hour schedule is identified by an ID and a Description Copyright 2001 2008 Vocalcom Software Inc Description Support Helpdesk Planning Opening hours Monday v Tuesday Wednesday v Thursday Friday saturday Cl Sunday k d 1 Call Center Solutions Ld VOCALCOM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici With the LL and x buttons on the right side you can add or delete service hours Description When creating a new service hours schedule you can use the data of a schedule already defined by selecting its ID in the Copy from list The Description value gives the schedule a name The window displays checkboxes for each day of the week Checking one or more of these boxes indicates that the campaign will run on those specific days For each day 2 time intervals can be selected The service is considered as open when a call arrives on a day that has been checked in the service hours schedule and on an hour that falls between the intervals indicated HOLIDA
128. nnections to the site or company Connections are first created in the Resources Connections menu Available connections deerat Name Description Name Description _ db_Roussis SQLSERVER db_Roussis test demo SQLSERVER test demo The available connections defined on the system are shown in the list on the left side of the screen To assign one or more connections to the selected company or site you simply check the box in front of the connection and click on the L9 button to move it to the list on the right side To remove a connection from a company or site you simply check the box in front of the connection on the right side and click on the Le button By holding the select al button at the bottom of the list you can assign or remove all Unselect all connections at once With the button you can deselect all connections in one click k d LO Call Center Solutions up V OC AL C OM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici 2 1 6 SITE OPTIONS TELEPHONY tab This tab is used to assign DID s Direct Inward dialing to the selected site A DID is the definition ID of an inbound campaign Usually the DID corres
129. nning with 0800 and 06 Operator allows choosing the network operator for the manual outgoing call Audio codec is used only for Voip Voice over IP telephony architecture Display to prospect used to choose the outgoing number that is displayed to the prospect On hold music allows selecting the on hold music when customer is put on hold Forbidden prefixes will restrict the outgoing calls to certain prefixes for example These manual call settings activate every time a manual call is generated using the ACD Manual campaign tab CSC ce Call Status 4 Manual call status v Auto records 1 2 Web script Manual call script CIT V ree ur Note Call status groups with callbacks or recalls can t be used for manual campaigns Call Status to select from the call status sets defined on the system Auto record allows recording manual calls generated using vocalcom Web Script to select a script to be used for all manual calls 8 3 OUTBOUND EMAILS Call Center Solutions LY VOCAL COM Herm s Net Administration Net User Manual This menu is used to create an email template used to attach reports that are automatically A U sent using the reporting tool Human resources Incomngmeda z m Telephony al Tools al i Hermes Net Administration Copyright 2001 2008 vocalcom Software Inc me Reporting e mail templates list Name Subject REPORT EXPORT
130. ns on the right can be used to add or delete campaigns 8 2 1 OUTBOUND DIALING MODES Preview In this dialing mode the agent first gets a preview of the call on his screen After having familiarized himself with the information it is the agent who launches the call Agent Inactive Agent Active Progressive The system is doing one call at a time as soon as the agent puts himself in ready status Unproductive calls such as no answer wrong number fax number etc are not transferred to an agent Agent Active Agent Inactive Agent Active es A Call Center Solutions u V OC AL COM Herm s Net Administration Net User Manual Predictive Similar to progressive dialing but based on a more complex algorithm that anticipates when an agent can actually take the next call The algorithm takes into account elements such as the rate of productive calls the average call duration Unproductive calls are obviously not transferred to the agents The parameter 9e Retention and Average wait between 2 calls enables the administrator to influence the dialing algorithm Agent Active Agentinacive Agent Active amp Predictive without agent This alternative of the predictive mode allows automating calls which do not require agent intervention It can be used for example to play an audio message distributing announcements or ads to make recalls conference participants to execute surveys and so on k
131. nu allows the administrator creating a Black list of phone numbers These lists can be applied to certain callfile only to avoid calling a certain phone number on some particular campaigns 5 1 Create a black list Open the Outgoing Media menu and click on Create add delete Outgoing media ES Black list Create add delete Appl to calfiles test demo v Phone numbers format for the do not call list NNNNNNNNNN ex NNNNNNNNNN for a 10 digits phone number NNN NNNNNNN for a North America phone number with area code splited by comma Call Center Solutions NS V OC AL C OM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici ck on leo Click on to go to the next screen The following window appears E Do not call list update Please select the file or data base containing the prospects you want to import Fie Ce reves iret XM Select a Source type and browse to find the file you want to import in the Black list ck on eet Click on e to go to the next screen The following window appears Import file fields mapping Source table Name Sheetis v Phone number field tel v Country code field Import file do
132. ome time to be launched External routing Mode mm Destination Message O hermes_p OnHold wav E a Failed message ye E o This mode is used to redirect the call to another destination Destination type here the phone number to which the call should be forwarded Message is used to indicate the voice message to be played to the customer during the rerouting Failed message indicates the voice message to be in case the call can t reach the destination number due to technical problems Network failure all lines busy You can either directly Call Center Solutions u V OC AL C OM Herm s Net Administration Net User Manual enter the file path and name or select it from an explorer window with the _ button once selected the file is transferred to the server that contains the ACD in one of the campaign s directories Leni add The i button displays all audio files wav available on the ACD server presented in tree diagram layout e o button lets you play the audio file in the corresponding field Note heavy files may take some time to be launched Callback Mode DB hermes_p CallbackLwav DB hermes_p Callback wav DB hermes_p Callback3 wav DB hermes_p Callback4 wav DB hermes_p CallbackError wav During this overflow procedure the customer is asked to enter a phone number using the DTMF keys of the phone s keyboard When the number is confirmed
133. on 7856 Default agent frameset The modules listed in the affectation list are Supervision k d b Call Center Solutions u V OC AL COM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici Reporting VMC Database manager ACD server Flash Server Desktop Sharing Server Media Server CRM CTI Proxy SIP Proxy Proxy indicated here is disabled and cannot be changed The proxy affectation is done via the Resource menu Proxy CTI The scripter window at the bottom allows enabling or disabling the access to scripter module A Frameset can be also be assigned to a particular site Once a Frameset is assigned to a site it becomes the standard frameset for all users of this site Scripter InterfaceDesigner 9443 v Export peter LII Default agent frameset D xpm Exc 5 Call Center Solutions A VOCAL COM Herm s Net Administration Net User Manua l Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici 2 1 5 SITE OPTIONS DATABASE tab This tab is used to assign database co
134. onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici In this tab the current Supervisor can be assigned to a supervision group for monitoring The list of Supervision groups is displayed and a checkbox lets you indicate if a supervisor has access to this group With the select al button an agent can be included in all supervision groups in one single action This is where it gets good AGENT SKILL GROUPS Site This tab allows creating and configuring profiles used to define agent and campaign SKILLS A specific profile can be affected to an incoming call or mail when entering the campaign Agents also receive a profile see on page 63 according to their level of knowledge The call will wait in the queue until an agent with the right profile of the campaign will become free Call Center Solutions XS VOCALCOM Hermes Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici Skills groups list Description Skills in group GENERAL INBOUND 3 X2 I Description SENERAL INBOUND Skills list ID Short code Auto decrease D
135. or example a filter will activate only home phone numbers of a call file This filter can be applied directly on this screen or it can be scheduled every week day after 18h The list shows all the created filters Filter name Used client file UK FR test demo CLIENT With the and x buttons on the right side of the list you can add or delete filters A new filter is created using the RESTRICTION action on the callfile see page 169 k d LO Call Center Solulions Uu VOCAL COM Herm s Net Administration Net User Manual All records Parameters For date All dates vw For agent All agents m rr rn m Filter on the list suggest selecting all records or all records except recalls and callbacks or recalls and callbacks The filter indicates the call type s to be selected and activated Parameters to indicate the conditions to be used are defined at the level of the client file For date this condition lets you select only those calls before a certain date or interval of dates By selecting one of the values suggested in the list you can select one or more dates from a calendar accessible through the LES button v For agent this list lets you select a particular agent Click on Next es to go to the next phase k d N cor W Call Center Solutions VOCALCOM Herm s Net Administration Net User Manual iii Creation of a restriction filter Filte
136. orner of a frame you can directly access the configuration window of the elements from the frame in question Underneath the list of Errors and Warnings is shown A campaign for which warnings have been detected can be launched but not all of its functions will work properly If you leave the Campaign Graphic View open your modifications on the campaign in question are immediately analysed and shown in the graphical window In other words changing the active campaign will automatically adapt its graphical representation 8 2 3 MULTIPLE OUTBOUND CAMPAIGNS VIRTUAL CAMPAIGNS The purpose of a virtual campaign is to gather some outbound campaign together to be called as a single campaign The different callfiles of each campaign will be read as one callfile This feature allows grouping campaigns reaching the end of the callfile in order to increase the amount of records to call as well as the agent s productivity When creating a new campaign you ll be given the choice to choose between creating a single campaign Calls campaign or a group of outbound campaigns Virtual campaign Campaign Type Calls campaign Description Calls campaign Copy from Mu cm Make sure to choose Virtual campaign for creating a group of outbound campaigns ES y Rx Call Center Solutions 7 VOCAL COM Herm s Net Administration Net User Manual Once created the different options tabs provide access to the following information
137. our appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici e Blind transfer execute a blind transfer e Recording record calls e Coach use coach options in Supervision module Program area The second area is concerns programs e Agent Control the agent can use the Agent Toolbar application e Reporting the agent can use the Reporting application e Use default frameset this box is checked to indicate that the agent uses the frameset defined by default at the level of the Web Scripter configuration The default frameset will be used if no specific frameset is defined e The SUPERVISION tab In this tab the current supervisor can be assigned to a supervision group for monitoring The list of Supervision groups is displayed and a checkbox lets you know to which supervision groups the supervisor is assigned to With the Ss amp ctal button a supervisor can be included in all supervision groups in one single click Supervision Description Outbound Agents 5 Call Center Solutions w V OC AL C OM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez fa
138. ow appears and shows the number of modified records k d Call Center Solutions d V OC AL C OM Herm s Net Administration Net User Manual Results Records updated Results Records Selected Records updated Click on the Terminate button to close the window Exclusion This window lets you deactivate certain records from the call table thanks to a filter based on call type date and the agent assigned to them Exclude calls RARER All records w Parameters For date All dates For agent All agents bal m Previgus J Next c Terminate Filter on the list suggest selecting all records or all records except recalls and callbacks or recalls and callbacks This filter indicates the call type s to be de activated 5 Call Center Solutions Uu V OC AL C OM Herm s Net Administration Net User Manual Parameters lets you indicate that the conditions to be used are those defined at the level of the client file For date this condition lets you select only those calls before a certain date or interval of dates By selecting one of the values suggested in the list you can Before Between After select one or more dates from a calendar accessible through the button Between Sew For agent this list lets you select a particular agent Click on Next Ps to go to the next phase Filters allowing to select only one part of the data
139. ponds to the 4 last digits of the real phone number used for directing the calls to the Inbound campaign The DID s are first created in the menu Incoming Media DID The available DID s defined on the system are shown in the list on the left Only the DID s which are not assigned to a site appear in the available list To assign one or more DID to the selected site simply check the boxes next to the DID and click on the ES button to move them to the list on the right side To remove a DID from the site check the box next of the DID in the list on the right side and click on the Le button Informations Phonenumber to display to prospect Available DID I gUHu DID number Used DID number C 1000 C 1001 C 1002 C 1003 Unselect all Select all Unselect all You can assign or remove all DID s in one action by using the Lect al button at the Unselect all bottom of the list in question Clicking the button will unselect all DID s in one single action Call Center Solutions A V OC AL C OM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Er
140. ppliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici Select the element to be deleted from the list on the right and click on the LX button The following confirmation message appears Deleting Do vou want to delete this item CEE Click on the Lock button to confirm removal Its impossible to remove a used proxy The next message appears Information CEE Cant delete proxy it s in use bv site Default5ite o In this case you have first to stop the proxy and delete the site name indicated on the General tab Once added the proxy can be assigned to a site and its parameters can be adapted via the General tab 5 Call Center Solutions v VOCALCOM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici General Ll ae Name Site IP address 10 246 203 2 Port lt 9992 gt Public IP Port lt 9992 gt Proxy must be stopped to update this fields Site this field proposes the list of existing sites defined on the server Once created use the E button next to the proxy in question to start it If startup is successful the column displays v under the header Started next to the proxy name Connections In this w
141. r delete tasks Click on to open the next dialog window E Tuesday Wednesday Thursday E Saturday Sunday Begin date 92 25 2009 End date 03 31 2010 LE Executed request REGION SPLIT First select the frequency type between Daily Weekly and Monthly According to the selected type the frequency must be defined every x day s every x week s or which day of which month s Afterwards select the time of the task execution and the begin and end dates Enter a Task name in the field and select one of the calls file filters proposed into the list Click on the x button to validate The new task is now displayed into the list with the next information 5 Call Center Solutions WS VOcAL C OM Herm s Net Administration Net User Manual Planning reminder of the selected frequency Next date of the next execution according to the frequency Last date of the last execution Result result of the last execution State Active the task will be executed according to the frequency or inactive the task won t be executed even if the frequency foresee future executions Description description of the task Use the button LX to remove the selected task Use the button P to activate or deactivate a task Its status is displayed in the list in the column State Use the button za to edit an existing task Use the button to see the future executions time list Next 10 executions
142. raitre ici At the bottom right side of the screen the button lets you apply the changes made to that particular tab only If an agent has a certain skill that does not appear in the skills defined for the group this particular skill is not removed It is possible to assign additional skills to an agent without having to create a new group Apply group settings to agents CONTACTS lt SSite The Contacts screen allows managing a list of contact persons that can be common to the whole site They can be used by all the site agents for future calls transfers Call Center Solutions LY VOCAL COM Herm s Net Administration Net User Manua l Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici ght 2001 2008 Vocalcom Software Inc Name Phone Georges Lucas 003224678200 Jim Morrison 555911911 Information Name Dim Morrison Phone 555911911 Email Informations Contacts can be added or removed with the and buttons on the right iii Add new contact Mame M Demesmaeker Phone 04763455341 A contact is only identified with a name and a phone number Call Center Solutions L VOCAL COM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Headi
143. rces z Incoming media z Outgoing media Agenda amp CRM er Tools l Attachments groups list File How to format your hard drive harddrive avi With the and LX buttons on the right side of the list you can add or delete a set A new set is created via the next dialog box Call Center Solutions VOCALCOM Hermes Net Administration Net User Manual Once created documents can be added into the set using the second part of the screen They are shown in the second list Use the buttons and on the right side of this list to add or delete documents When a new document is added the application allows selecting the local file into a browser dialog box Enter a attachment name a progression bar appears during the upload Name General rules File Rules txt Use the button to edit the name of an existing document Distribution rules Call Center Solutions V OC AL C OM Herm s Net Administration Net User Manual This screen is used to define filters to be applied on received mails According to these filters a specific profile will be affected to an incoming mail In the example below a filter Technical support is created There s 1 rule named HP which applies when the Body of the incoming mail contains the word problem Mails applying this condition will be set with the max HP profile We suppose that mails matching to this condition are
144. re 2005 15 05 38 10429527600 WAV mardi 13 d cembre 2005 15 09 22 155373069 976785 20070626200118 V mardi 26 juin 2007 20 01 46 155373070 976087 20070601135347 V vendredi 1 juin 2007 13 54 04 155373070 976088 20070601141124 V vendredi 1 juin 2007 14 11 36 155373070 976092 20070601151900 V vendredi 1 juin 2007 15 19 14 155373070 976093 20070601152912 V vendredi 1 juin 2007 15 30 12 155373070 976094 20070601154019 V vendredi 1 juin 2007 15 40 40 155373070 976095 20070601155144 V vendredi 1 juin 2007 15 52 53 155373070 976096 20070601160145 V vendredi 1 juin 2007 16 02 03 155373070 976097 20070601161159 V vendredi 1 juin 2007 16 13 19 155373070 976098 20070601162558 V vendredi 1 juin 2007 16 26 14 155373070 976100 20070601165008 V vendredi 1 juin 2007 16 50 29 155373070 976101 20070601165852 V vendredi 1 juin 2007 16 59 29 9699992000 WAV lundi 12 d cembre 2005 18 53 55 N61732825200 WAV mardi 29 mai 2007 17 08 33 lt Call Center Solutions VOCALCOM Administration Net Herm s i y 9 Net Manual muc 7 md mg Call Center Solutions V OC AL C OM Herm s Net Administration Net User Manual Left click on the file to open the options menu p Play file x Delete selected files Download selected files Select all files Unselect all Search files in 2787 Q Search files in all folders The following options are available Play file Delete selected files Download selec
145. reur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici 2 1 7 SITE OPTIONS BACKUP tab This window allows saving critical production data calls agents actions For performing reasons it is strongly recommended to create one Components Database Telephony Backup iB Backup data base Allow to backup production data calls agents actions for performing reasons it is strongly suggested that you create one Used connection for backup test demo Change Update Number of days to be conserved in the main base lt 1 gt v Delete the data unused by the reports Create new tables Every month v Every 1 day s at 23 59 00 The backup tab is divided in 3 area s Backup database used to choose the database used for the backup J Options set how many days of data should be kept in the main base Scheduling allows choosing the time for the beginning of the archive process Components This menu is used to define the application components that can be assigned later by the administrators to companies and sites The parameters defined here allow the Hermes V 4 Call Center Solutions u V OC AL C OM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading
146. reur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici Default agent frameset Parameters Maximum queues 500 used 4 Maximum activated outbound campaigns 499 used 1 SQL CONSOLE QUERY EDITOR This menu is used to create and run queries Select Update Delete Insert on any table of the database server Working on databases can be very sensitive therefore this window is only to be used by people who were trained accordingly The user doesn t need to access the database remotely because the query editor is integrated in the administration module Step 1 Select connection and table to be used for query A First a request type must be chosen according to the action intended Request Type 2el Select a connection database where you want the query to be run Then select the table and press on the button to add the table to the query builder pane Call Center Solutions v V OC AL C OM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici ue m E T Reges Step 2 building a query based on the chosen Request type The window is divided in 4 areas SQL pane shows t
147. ription the contact or the date Call Center Solutions VOCALCOM Herm s Net Net User Manual Administration x Edit View Favorites Tools Help Q ix J search Sle Favorites 2 2 g a Address amp http 10 246 203 123 Hermes Net Agenda WebAccess mainform aspx iB WebAgenda SEARCHRESULT Calendar Contacts 2 20 2006 07 00 19 00 Search E Subject project overview Type Personnel Ez Contact Guy Demortier 17 02 2006 8 48 25 amp 2 23 2006 07 00 19 00 E Subject project planning gt Type Personnel E Contact Guy Demortier Logout VOCALCOM If you click on the appointment date you will open the Appointment Details window If you click on the contact name you will open the Contact Details window ue m e Vm Call Center Solutions VOCAL COM Herm s Net Administration Net User Manual TELEPHONY This chapter describes how to configure ACD extensions and Workstations Call Center Solutions LY VOCAL COM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici ACD extensions ACD extensions are the abbreviated station phone numbers used on the vocalcom system These extensions are general
148. rs allowing to select only one part of the data sources Only Ehe records respecting all the constraints below will be actif Only Filters an calls File will be applied iF you do not specify constraints terugbellen m equalto evening add new contraint here Cancel Previous Next e Terminate This step is only visible when the call file is linked to a customer file On this screen Filters allowing to select only one part of the data source lets you define a The first field indicates the value to be tested the second field is a list selection filter based on one or more restrictions suggesting the most frequently used logical operations and the third field lets you enter the value to be tested If the add a new constraint here is checked simply enter the values in Add E the 3 fields and click on to validate the condition Click on Next Ps to go to the last step Filter saving Registering this Filter allow vou to reuse it with scheduled tasks Filter name Save This screen allows saving the filter Its possible to apply directly the filter on the call file using the button US The next section shows how to apply the filters using the scheduler Call Center Solutions Ld V OC AL COM Herm s Net Administration Net User Manual IMPORT data in CUSTOMER FILE CLIENT FILE MANAGEMENT With this function you can feed the clients table linked to the call file wi
149. rte d Phone number Select contact 27 Done loading appointment type If the list is empty when the window opens and you must select a contact to create an appointment just click on the Search button the list will be refreshed with all the existing contacts Enter search parameters in the fields Name Phone number e mail or Company if you want only see contacts matching to these parameters If the concerned contact doesn t exists yet click on the button Add a new contact The Contact Edition pop up opens EX Administrat General ru Function Owe Phones m Emails mae Select an existing contact and click on the button Contact edition Call Center Solutions VOCAL COM Herm s Net ion Net User Manual Enter the contact information and validate it using the Save button Click on the Cancel button to close this pop up and come back to the existing contacts list The contacts can also be added by a company administrator via the Planning module See in Step 1 section details about contacts settings Edit selected contact to open the pop up Use the Delete selected contact to suppress contact Call Center Solutions V OC AL COM Herm s Net Administration Net User Manual STEP 4 3 CONFIGURE THE AGENDA OBJECT SPECIFIC PARAMETERS The content of this section is extracted from the technical note 3 of Hermes Net Prerequisite
150. s to use the Agenda within the Web Scripter The Web Agenda module into the company of the site must be set with at least one commercial one planning and this commercial assigned to this planning How to get parameters returned by the Agenda object Data returned by the Agenda are included into the object it self Example the agenda name is CalendarO and the returned values are accessible using the next variables names Appointment Information Calendar0 appointmentid QCalendarO personld Calendar0 contactld Calendar0 calendarld Calendar0 typeld Calendar0 appointmentSubject Calendar0 appointmentDescription Calendar0 appointmentBeginDate format Hermes Calendar0 appointmentEndDate format Hermes Calendar0 appointmentStartTime format Hermes Calendar0 appointmentEndTime format Hermes Call Center Solulions VOCALCOM Administration Net Calendar0 appointmentDuration Calendar0 appointmentWeekNumber Calendar0 appointmentNotes Calendar0 creationDate Calendar0 userld Calendar0 isDeleted true false Calendar0 isConfirmed true false Calendar0 isBlocked true false Calendar0 lastModificationDate Calendar0 appointmentAddress1 Calendar0 appointmentAddress2 Calendar0 appointmentZipCode Calendar0 appointmentCity Calendar0 appointmentCountry Contact Information Calendar0 contactName Calendar0 contactFirstname Calendar0 contactCompanyName Calendar0 contactFunction Calendar0 cont
151. ser Manual STEP 3 How TO USE THE CALENDAR DURING CALL HANDLING The agents use a script during calls handling On one page of the script The Calendar object has been placed on a script page Calendar description The agent must first go to the page containing the calendar and the next object appears Switch views calendar contacts Vocalcom Commercials planning Information about the zone under the mouse pointer lundi 13 f vrier 2006 dimanche 19 f vrier 2006 gt lun 13 mar 14 mer 15 re W Grey zones are unavaibble zones in the past Appointments are highlighted in cabr different color foreach ommercial 14 00 QOoom FES gx 9 4 No contact selected 3 Done loading appointments kst 1 resulk s Switch calendar view By default the calendar view is the one selected by the script editor but it can be changed using buttons ui Z The buttons 3 Q 2 in the lower toolbar allows navigating previous today or next day o fe Call Center Solutions VOCAL COM Herm s Net Administration Net User Manual button can be used to pick up a specific date into a calendar pop up F vrier z 2006 7 lun mar mer jeu ven sam dim The button can be used to select the available commercials Check the box Show All to see all the commercials plannings into the agenda In this case the day columns are divided and the meetings are shown
152. set to be used by the campaign O O outoune Add Campaian records CALL FILE scan calls records until FOF Call file not linked to client file Schema 2 Call file linked to client file The next scheme describes the same relationship in case of client file use The call file is first created empty and associated to an existing client file This client file is afterwards filled in with client data using data sources like text file Excel Access Oracle or SQL table this is the Customers Import am Call Center Solutions u V OC AL COM Herm s Net Administration Net User Manual Once the client file is filled in we have to perform the Add Records operations in order to fill in the call file The linked outbound campaign runs and scans the call file in order to find calls to dial The call result is stored in the corresponding call record Inclusion exclusion and restriction are operations used to increase or decrease the records set to be used by the campaign into the call file Outbound Campaign CALL qu FILE scan calls records Add until FOF Clients records FILE Customer Import Call file linked to client file Use the BES button to create a new empty call file By clicking on the button a dialog window Adding Call File appears to enter the data of the new file Call file name Callfile_sales Call file database test demo v Client database v Came jJ LL Net jJ
153. set of rules This group determines which wav to play allows choosing generic wav files i Call Center Solutions Y VOCALCOM Herm s Net Administration Net User Manual QUERY SCHEDULER The Query scheduler is used to schedule the calling of the different filters restrictions created in the menu Outgoing Media Callfile The administrator must first create a Restriction on the callfile before creating Filters on the callfile for which the query scheduling is required You ll find the created Query schedules in the Planning list window top of the screen Each planning is composed of tasks Each task is a filter that will be applied on the callfile in order to be executed at a specific date time f Hermes Net Administration Copyright 2001 2008 Vocalcom Software Inc me Humanresoures Incoming media z Outgoing media x Agenda amp CRM z Telephony z Tools z Linked Campaign Used test robby 02 25 2009 03 31 2010 Default duration used for new tasks Name identifies the name of the planning 5 Call Center Solutions WS V OO AL C OM Herm s Net Administration Net User Manual Linked Campaign indicates the campaign for which the scheduling is required Used indicates if the planning is already selected on campaign level If it s not selected the next error message will be displayed Ma so tasks of this planing will nat be executed Use the RES and LX
154. ssible to change call file and scheduling the campaign is active Addressbook Contact_List_1 v Agenda planning Appointments nurses Call status group 1 Prospection Auto records 1 ye On hold music recept defaut OnHold wav LZ Je Web script Prospection amp VTT JLX J Free URL A fic phonenumber Display to prospect es iv Phonenumber to display 003221234567 Description name to the outbound campaign Call file indicates the call file to use contains all information on customers to be called during a campaign The file must first be created through the Call file screen then assigned to the active campaign with the field Affected campaign See section Call File on page Calls scheduling allows selecting a tasks scheduler that will be applied during the campaign These tasks are defined on the screen Planning List described in the section Erreur Source du renvoi introuvable Remark these 2 last parameters cannot be changed when the campaign is active Address book is used to link an Address book created in the Agenda amp CRM menu of the administration module explained later in this documentation This address book will be visible by the agent when creating a new appointment Agenda planning used to define an Agenda to the campaign The agenda is created using the Agenda option of the Agenda amp CRM menu explained later in this documentation Cal
155. stributed after minutes specify here the delay the system waits before considering we are in abnormal closing Holidays closing specify the template used to build answers messages during holidays Automatic Messages principle The default rules are e If the mail arrives during holidays and a template Holidays Closing is defined Message Holidays Closing is sent by the system e Else if the mail arrives after service hours and a template Normal Closing is defined Message Normal Closing is sent by the system e Else e ifatemplate Automatic answer is defined k d LO Call Center Solutions Uu V OO AL C OM Herm s Net Administration Net User Manual gt Message Automatic answer is sent by the system e if the mail is waiting to be treated by an agent since n minutes then o if it s during holidays and a template Holidays Closing is defined gt Message Holidays Closing is sent by the system o else if it s after the service hours and a template Normal Closing is defined gt Message Normal Closing is sent by the system o else if a template Abnormal Closing is defined Message Abnormal Closing is sent by the system Skills Tab Window to define the profile settings meaning the level of minimum competences an agent must have to receive an e mail Each cursor indicates the level of a specific skill See section Profiles for defining profiles General Account Answers Opening
156. ted files Select all files Unselect all Search files in campaign folder or in all folders Incoming E Mail campaigns Campaigns configuration This window shows the list of inbound e mail campaigns defined on the system The upper right list shows all campaigns defined for the site Hermes Net Administration yright 2001 2008 Vocalcom Software Inc L E Human resources Incoming media E Outgoing media z Agenda amp CRM z Telephony Tools E Mail campaigns list ID Name Inbound_Email testGuido Inbound Emai Robby 01 500 Customer Service x Priorityin queue 0 gt no address book v Agenda planning no planning no calculation of profile Rd Mail status no call status DIEZ Orree unc Delete e mail affectation to an agent if not proccessedafter lt 4 gt halfdays k d b Call Center Solutions u V OC AL C OM Herm s Net Administration Net User Manual The different option tabs allow you to access the following information General to change the global configuration of the selected campaign description queue database information and web script Account to enter information of the mail account used Answers to specify the predefined answers Opening to specify opening days and hours of the campaign Skills to define the profile settings of mails for that campaign The ID column contains a name that d
157. ter Solutions VOCAL COM Herm s Net Administration Net User Manual Number lt 4 BE Description Marketing copyfom moe M Number Each call status set or group is identified by a unique number between 0 and 99 The 0 value is reserved for a call status set that can be used in all campaigns Description the administrator can enter a brief description of the call status set in this field The tabs below the list allow you to configure the call status groups General tab Warning If you remove call status used by a campaign you will have errors in the statistics of production of this campaign Description the administrator can enter a brief description of the current call status set in this field Currency allows assigning a currency that can be used later to do traffic cost estimations b i Call Center Solutions Y VOCALCOM Herm s Net Administration Net User Manual Personal tab General Personal System Ll ee Profit 0 Add call status Add detail Remove call status The upper part shows the elements the call status set consists of Three call qualification types exist e 077 l standard call status eo A standard call status detail sub category p d system call status common to multiple campaigns The administrator can hide or display the details of a call status set by clicking on IH or El For each of the qualifications defined 3 parameters must
158. ter Solutions S VOcAL C OM Herm s Net Administration Net User Manual ght 2001 2008 Vocalcom Software Inc DID 21 Description 1005 Customer Service 1006 Info line FR NL no call status No recording LA Ee X Orree URL L2 Priority in queue o 500 Customer Service no address book no planning lt English EN The real phonenumber Cluse Release Link Transfer RLT IE AIRE The DID column contains the campaign s unique identifier The column Description contains a name that describes the campaign Use the and x buttons on the right side of the screen to create or delete campaigns You can only create a campaign if at least one DID is defined and available on the system See section Create delete DID of chapter ROOT on page 48 for information on how to create a DID Clicking on the Le button displays the following window If no DID is available a pop up appears with the message No DID available T 7 um d mg Call Center Solutions V OC AL C OM Herm s Net Administration Net User Manual i ii Add a new campaign DID 1007 v Description i The non assigned DID are shown in the DID list In this window you must type the campaign name Description With the Copy from list you can select a campaign previously created and take its parameters
159. th prospects from different source formats iii Import in customer base Please select the File or data base containing the prospects you want to import Data source Source type Informations Sql Server Oracle Cancel See Presigus Terminate This window shows the source types CSV comma separated Excel Access SQL Server and Oracle Once you have selected the type you need to enter the parameters to locate the file File name of the file and its location in case of a MS Access File also enter a User ID and password For a MS Excel file a field also asks if the first column contains the title ea all In case of a SQL server you ll need to select a server and database that contain the records as well as a User ID and password Or the name of the Instance Oracle DB containing the records and a user password in case of an Oracle database When the file has been located and confirmed the application copies it and renames it in a particular directory of the server to collect all files used for uploading The new name assigned e 7 Call Center Solutions u V OC AL C OM Herm s Net Administration Net User Manual to the file contains the current date and hour In case of an error with regard to the choice of file the format or extension a message appears next to the source type Data source Source type Bad source type selected The administrator must verify his choice or change the source type
160. the agent s first and last name To assign one or more agents to the selected group simply check the boxes in front of the agents and click on gt to move them to the right side To remove an agent from the group check the box in front of the agent in the list on the right side and click on ej Outbound Campaigns tab This tab shows the existing campaigns on the left side and the campaigns assigned to the group on the right side The first column Id shows the campaign s identifier and a checkbox The Description column shows the name of the campaign To assign one or more campaigns to the selected group check the box in front of the campaigns and click on ES to move them to the right Call Center Solutions V OC AL COM Hermes Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici To remove a campaign from a group check the box next to its name in the list on the right side and click on Le Chat Campaigns tab This tab shows the existing Chat campaigns on the left side and the campaigns assigned to the group on the right side The first column Id shows the campaign s identifier and a checkbox The Description column shows the name of the campaign To assign one or more campa
161. the connection TESTDATA Two import buttons are presented on the right side Import customers and Add records If the call file is not linked to a client file only the Add records button is available Description name of the callfile Server type Server name Base User these parameters are determined upon defining the connection They cannot be modified here Callfile table name of the newly created table to fill the call file Customer file name of the linked client file Linked campaign to reserve this file for a defined campaign Once the file has been used in this campaign a v symbol appears in the upper list next to its name Use Do Not Call List Check this box to indicate that a supplementary filter based on the Do Not Call list is applied on the file these numbers won t be dialed To find more information about the Do Not Call list creation read section Erreur Source du renvoi introuvable on page 47 On the right side of the screen several buttons allow you to execute specific actions on the file t Ll gt Call Center Solutions VOcAL C OM Herm s Net Administration Net User Manual Callfile Information button The button is used to display data about the callfile and its content Call file data informations Call File informations Custom file information Total Table name CPAMO3_CDS_01_donnees Custom name CX CPAMO3 To call connection Call Not Processed Destination type
162. tion Net User Manual Enter a subject a description pick the right date and time and type in contact details The appointment will be added into your calendar Remark These personnal appointments are only visible in this window They won t be visible in the agent s window or in the Planning module opened by the administrator Date via cl 2006 Heure de d but ish Ih Heure de fin 19 h Call Center Solutions VOC AL COM Herm s Net Administration Net User Manual The consultation of the contacts list propose to view contacts details using the Iz icon i File Edit View Favorites Tools Que M ix JO serh La se O naopak 2 m A 7 We ebAgenda 17 02 2006 8 38 44 2 LISTE DE VOS CONTACTS Calendar Pr nom Soci t Fonction Contacts a 7j Guy Demortier Demortier Director Es Laporte Demortier Marketing Logout VOCALCOM The Contact details window opens i File Edit View Favorites Tools Help a Qa x a G Osee Jg Favorites e RG ru A i Address 8 http 10 246 203 123 Hermes_Net Agenda WebAccess mainform aspx x ag Go Links 7 We bAgenda 17 02 2006 8 48 25 Ez CONTACT Calendar Contacts r Name Guy Demortier Tel 027078455 Function Director Fax Company Demortier Mob 0474998833 Email g demortier demortier be Other Search gt Add Contact to your Contact Manager E 2 NEXT APPOINTMENTS LIST FOR THIS CON
163. tion value is also increased for free numbers Number of stations to be created 10 gt x Jo ce Station gives the complete telephone number IP address or MSI line to be dialed by the ACD to connect an ageni Call Center Solutions VOCALCOM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici TOOLS This menu gives access to the following options Site management Tools M Site management iuf SQL console query editor Q Recorded conversations SQL console query editor Recorded conversations Sound files management Define file name Format About Listen to recorded conversations Sound files management Site management Q About This menu allows the administrator to see the resources inbound and outbound that have been granted to the site or company to which the administrator belongs The administrator can also choose a frameset and apply it to his own site only The frameset is created in the Scripter editor menu 5 s Call Center Solutions Z VOCALCOM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Er
164. tions i VOCALCOM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici 2 1 3 3 SITE OPTIONS GENERAL tab This window contains general information about the company or site selected from the upper right list The name of the company or site selected can be found in the Information field The Parameters field contains the following items Maximum queues allowed on this site Maximum activated outbound campaigns allowed on this site Maximum connected agents allowed on this site Trunk type Maximum created mail campaigns allowed on this site Conversations recording files These values are then used as maximum in the branches and sites within the selected company k d b Call Center Solutions u V OC AL C OM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici At ROOT level these limitations depend on the maximum values defined in the system The values defined at ROOT level are cascaded between sites and companies Ex on system level 500 queues are defi
165. tions tab allows the user to select the Language in which the application should be launched Identification OR nwo Save connections informations in this computer k d b Call Center Solutions u V OC AL COM Herm s Net Administration Net User Manual VOCALCOM Herm s NET V 4 After entering the necessary information the user presses the Enter key of the keyboard or clicks on the Login button upon which the system verifies the data If the information and password are correct the application selection window appears Note if you add the URL listed in the trusted sites of Internet Explorer of the workstation on which the application is running the status bar at the bottom of the screen will not appear To close the application simply close your internet explorer browser Administrator profiles Installing the application requires intervention from an administrator with a Master profile He must first initialize the system s main resources before other users can connect and use the application This intervention is the latest phase of the installation procedure It includes the creation of One or more company or site administrators One or more administrators with a Master profile One or more entities called Company or Site Whereas the first step is optional the other two are mandatory to allow other users to be defined in the system for future use of the
166. to select only one part of the data source lets you define a selection filter based on one or more restrictions The first field indicates the value to be tested the second field is a list t lower or equal suggesting the most frequently used logical operations and the third field greater than greater or equal different Fram If the add a new constraint here is checked simply enter the values in the 3 fields and click Add on to validate the condition lets you enter the value to be tested Click on ext jo start the import A progression window shows the number of records created Results Records updated 239 238 100 When finished a window displays a summary of the operations Results Records Selected Records created gt invalid phone number Records updated Records failed gt duplicate records Click on Terminate to close the window am e 1d Call Center Solutions VOCALCOM Hermes Net Administration Net User Manual The keeping trace of performed operations and results table source and destination date time button can be used to generate an importation report That allows updated and failed records number Importation Report Import in calls file table from Demo CLIENT to Dema C172 MYCALLFILE2 Task started at 3 08 2006 10 49 Task finished at 3 08 2006 10 49 239 created 0 updated 0 failed Call file not linked to a client fi
167. tor If you click on the button the following dialog box appears Add an administrator REC Login Last name First name oe cares Enter a unique Login and a name and first name to identify the administrator and click on L9 The General tab allows you to continue customizing the element created See section General tab on page 15 Call Center Solutions NS V OC AL C OM Herm s Net Administration Net User Manua l VOCALCOM Herm s NET V 4 1 3 2 Deleting an administrator Select the element to be deleted from the list on the right side and click on the LX button The following confirmation message appears Do vou want to delete this item Click on the Loves __ button to confirm deleting an administrator General tab With the General tab you can define the administrator s personal information General Rights ma Personal data Lastname Administrator First name Login admin Password eee You can change name first name and identifier login and choose a Password If you don t want to manually choose a password click on the EN button and the application automatically produces a random password k d LO Call Center Solutions Ld VOCALCOM Herm s Net Administration Net User Manua l VOCALCOM Herm s NET V 4 With the Lael and und buttons in the upper right corner of the screen you can save or undo latest modifications
168. uhaitez faire apparaitre ici ABOUT This window gives access to the server license information 4 0 0 Build 08094 Vocalcom Belgique Van der Stiggel Walter support amp vocalcom be VOCALCOM Call Center Techn E Call Center Solutions d VOCALCOM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici ANNE X This chapter provides additional information on the administration application and general telephony topics Waiting loop structure When a call is queued a sequence of wav file messages is used This section describes the order of the messages in this sequence If a particular message is not defined in the system it is ignored and the sequence goes to the next message Call Center Solutions Uu VOCAL COM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici The first message played is the Welcome message It is played just before entering the queue lt is not considered as part of the loop as it is p
169. ur appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici General tab General Agents Outbound camp Chat camp Queues Informations Description Outbound Agents Available supervisors Id Description Id Description C 1000 Vocalcom Supervisor This tab allows you to update the name of group and also assign supervisors This tab shows the agents defined as supervisors on the left side and the supervisors assigned to the group on the right side The first column Id shows the supervisor s identifier and a checkbox The Description column shows the name of the supervisor To assign one or more supervisors to the selected group check the box in front of the agent in question and click on gt to move it to the right Call Center Solutions V OC AL COM Herm s Net Administration Net User Manual Erreur Utilisez l onglet Accueil pour appliquer Heading 1 Titre 1 au texte que vous souhaitez faire apparaitre ici Erreur Utilisez l onglet Accueil pour appliquer Heading 2 Titre 2 au texte que vous souhaitez faire apparaitre ici To remove a supervisor from a group check the box next to its name in the list on the right side and click on L amp Agents tab This tab displays the available agents on the left side and the agents assigned to the current group on the right side The first column ID gives the agent s identifier and a checkbox The Full name column shows
170. use pointer Appointment creation Cen lt 2 o Gall Center Solutions VOCAL COM Herm s Net Administration Net User Manual When the agent wants to add an appointment into the commercial planning he must first select the contact using the 5 button in the agenda toolbar The Contacts management window opens and a contact can be selected into the list If the agent wants to create a new contact he can click on the button Add a new contact See Contact management section to find details about this window Once the contact is selected the agent must click on the button Select contact to come back to the planning view The name of the selected contact is now displayed in the agenda toolbar To create an appointment the agent must click and select a zone into the right commercial grid The window Appointment Edition opens Appointment Information Subject is null Planning STD Subject lt lt please choose gt gt v f vrier 16 2006 I e Addresse 1 Addresse 2 Zip code Description Save C cancel Information about the selected planning and contact are displayed 5 d Call Center Solutions Z VOCALCOM Herm s Net Administration Net User Manual Its possible to select another contact by clicking on the Change button The window Contact Management will open and allows searching or creating a new contact See Contact manage
171. with different colors The related colors are visible here E Hubert is highlighted in green M Vandeput is highlighted in red Check the box in front of the name of the commercial you want to see Click the Close button to close this pop up Remark It is possible to select a default commercial via the Web scripter application b ka i Call Center Solutions Y VOCALCOM Herm s Net Administration Net User Manual This example shows Calendar contacts lundi 13 f vrier 2006 dimanche 19 f vrier 2006 2 commercials plannings on the same agenda The meetings are set in different colors for each commercial Unavailability periods are also highlighted Friday Q Q Q i Fa zz Ez X o 4 Laporte Clea 1 7 IS closed for 99 Done loading appointment type commercial Hubert A The to button can be used to refresh displayed information the agenda can be adapted by several users in the same time The X button can be used to delete the selected appointment The button can be used by experimented users to open the debugging window Java applet properties names and values are visible in this window Laporte Clea 2 ae indicates the name of the selected contact The zone The zones in the past is displayed in grey It s not possible to add appointment on past zones The yellow line at the top of the window show at any moment information about the item under the mo
172. xtension onc With the LZ J button you can list files of the same type in a particular directory on the server defined during configuration The files found are displayed in tree diagram layout File name File date File size File path a D Campaigns folder AX onc vendredi 22 juillet 2005 17 40 15 271 bytes d lHermes P receptX1500MAX 4 1500 demo onc dimanche 6 mai 2007 14 30 08 4bytes d Hermes P receptii5 ldem gt i Wav folder b IVR folder Web script to indicate the path to a web script displayed during call handling Use the Le button to open a dialog window with the list of available scripts kd 2e Call Center Solutions VOCALCOM Herm s Net Administration Net User Manual Name Owner Creation date Customer Service First name Last name 20090217120311 rospecton Prstrame Lastname 20090202162708 ee Select the web script to be used from the list and click on LY J The UST button can be used to execute the script The LX button can be used to cancel and remove the script name Queue field displays the queues defined on the system and lets the administrator select the queue towards which the calls should be directed when entering the campaign see chapter Erreur Source du renvoi introuvable on page 80 for more information on queue definition The button PIN can be used to open a queues management pop up Buttons SES and LX can be used to add or remove queues The
173. y inbound mail Example the automatic answer named Answer template will be used to reply every inbound mail and ensure customer that his request will be treated shortly Hermes Net Administration Copyright 2001 2008 Vocalcom Software Inc me Human resources Incoming media Outgoing media Agenda amp CRM Telephony Tools d Name Subject New order R SUBJECT Name New order Return address LL Left empty to use campaign address Subject R SUBJECT TEJ SOBA BIUVA TIERS Dear DISPLAYNAME We have received today DATE TIME your request to support Our colleague AGENTLASTNAME will be responsible of your case Please refer to this number AGENT LOGIN Z to reach your contact when you call us Have a nice day With the and Lx buttons on the right side of the upper list you can add or delete a template A new template is created using the next dialog box Call Center Solutions VOCAL COM Herm s Net Administration Net User Manual Name New order Be BrIuaA TIE Dear DISPLAYNAME We have received today DATE TIME your request to support Our colleague AGENTLASTNAME will be responsible of your case Please refer to this number AGENT LOGIN to reach your contact when you call us Have a nice day The name and the subject can be adapted Return Address field allows choosing the email address shown as sender
174. you can list all audio files on the ACD server displayed in tree diagram layout The button lets you play the audio file in the corresponding field Note heavy files may take some time to be launched SKILLS tab This tab is used to define the profile settings or the profile level an agent must have in order to receive calls on that campaign Calls coming on that campaign will automatically receive the profile defined here Each cursor indicates the level of a specific profile See section Human Resources MAgent skills on page 66Erreur Signet non d fini to define a Skill group General Messages Opening Overflow Skills m E Minimal skills for an agent to receive the call Add group IT HELPDESK a el i GENERAL INBOUND Campaign Graphic View This window is used to run a diagnostic on the selected campaign and to get a graphical view of the components that may have to be amended or added before the campaign can be m 7 Call Center Solutions wv VOCALCOM Hermes Net Administration Net User Manual started The elements of the campaign are presented and regrouped in the following frames Agent s Queue Voice Script Call Status Web Script and Planning 7 1001 Default Agent SS 4a No IVR script associated to this campaign casaus o Call casaus o e Group 3 Inbound Customer Service F Description Customer Service web script wesie DID 1005 lt

Administration.Net

Contents

Download Pdf Manuals

Related Search

Related Contents