Terrasoft Call Centre

Transcription

1 Terrasoft Call Centre

2 Call Centre functions. Terrasoft Call Centre provides tools for registration and analysing of incoming and outgoing calls, redirecting incoming calls to selected Terrasoft CRM users, process calls from different contacts according to the established rules. Call Center features: 1. Registration of all incoming calls, including automatic number detection. 2. Collecting the information about the calling customer and the history of interactions with it. 3. Redirection of the call to responsible manager, or processing it according to the established rules 4. Automatic displaying the information about the calling customer to the operator 5. Automatic dialling 6. Displaying operator status (busy, free, pause). 7. Analytic reports on incoming and outgoing calls. 8. Call Center provides the following data about phone call: o o Start time, duration, customer phone number All the additional information about the customer and the subject of its call is registered by operator.

3 Call Centre structure. Terrasoft Call Centre includes: 1 Server module 2 Call Centre Administrator 3. Client module Call Center server (CallCenterClient.dll or CallCenterServer.dll) Call Center is a CORBA MTDORB server. There are two types of the server local version (number of connections is limited by one and server doesn t provide calls redirection functionality) and distributed version (number of connections is not limited + full functionality). Call Center server uses TAPI protocol for connection and control over the TAPI device (phone station, modem ) that is why the devices you want to use with the Call Center must support TAPI). Expanded server is an NT service. To install it please execute "CallCenterService.exe /INSTALL". Call Center administrator (CallCenterAdmin.exe) Administrator is used to adjust Call Center settings. Launch CallCenterAdmin.exe. At that the Administrator window will be opened

4 The Call Centre Administrator contains the following tabs: 1. Connection 2. Basic 3. Call processing rules 4. Regional settings 5. Registered operators 6. Errors Connection tab. Here you can set connection parameters between Call Centre Administrator with Call Centre server and database. Select the server type, then (for distributed server) specify server name. Specify the folder for saving Call Centre setting files on the remote server. Connection to the database is set similar to Database Settings Utility. Basic tab. 1. You should define the principle of redirecting call within a operator group. If the "Operator capacity" option is selected then call will be redirected to the operator that processed the least calls number during the current session. (For example: if Operator1 processed 6 calls and Operator2 10 calls, the call will be redirected to Operator1) 2. If One after another option is selected, the call will be redirected according to operator registration time. (For example: if Operator1 registered at 10:00 and Operator2 at 10:15, the first call will be redirected to Operator1) 3. You also should enter the system phone number the number to which a call will be redirected if no rule worked (e.g. all operators where busy).

5 4. Enter external phone lines. If office phone station is used, it has external and internal lines. Using this info the server will make out internal and external lines. Call processing rules tab.

6 Call Centre makes a decision on call redirection basing on entered rules. You can create several rules and link them to one or several lines. To add a rule press the Add button. Specify rule name and description. Then specify the lines that will be linked to the rule in the lower part of the window. Then enter rule actions: Call Centre perform the following actions: 1. Redirect to owner. If the incoming number is defined and the appropriate contact is found in the database then the system checks if the owner entered the system and has a Ready status and redirect the call to his number. Otherwise the next rule will be used.

7 2. Redirect to last contacted. The number will be redirected to the operator that contacted with calling person last time. 3. Redirect to phone The call will be redirected to the specified number. 4. Redirect to operator group. The call will be redirected to specified operator group according to the principle defined at the Basic tab. The call will be received by the first operator in Ready status. Actions priority in the rule can be set using Up and Down buttons. All changes become active right after confirmation. The server should not be restarted. Regional settings tab.

8 Here you can set rules of transforming phone numbers for outgoing calls. To add a new rule press Add button: For example: Phone number mask = XXX; Dialing rule = XXX; This rule will be applied only for 3-digit numbers, and the number will not be transformed (e.g. for internal numbers). Another example: Phone number mask = 38044*; Dialing rule = 9*; This rule will be applied for numbers starting with and in result 9 will be dialed instead of 38044(e.g. to dial local number) The rules in the tab are sorted according to their priority. You can change the rule position using Up and Down buttons.

9 Registered operators tab. The tab contains the current list of registered operators, their line, phone, status and registration time. To refresh the list press Refresh button. For automatic refresh on any parameter change check the Refresh automatically box.

10 Errors tab. The tab shows all errors that occurred during Call Centre operation. To view errors log open file in the folder entered in Connection tab.

11 TerrasoftCRM Call Centre client. General tab. Open in Terrasoft CRM Tools/Call Centre settings and check Activate Call Centre box. You also should specify the server type (local or remote) and server name. Then you should specify TAPI device (modem or phone line).

12 Calls tab. Here you can set calls registration parameters. Phone type field will be used when adding a new phone to contact or account form. Other fields are used as default for task, created automatically after the call. Check the Set pause status when registering call not to receive calls while registering previous call results.

13 Details tab. 1. Display tray tool tips. Check this box to show calls and operator status messages. 2. Register incoming calls. Check this box to open call form at internal user incoming call. 3. Register outgoing calls. Check this box to open call form at internal outgoing call. 4. Show confirmation to register call when it is completed. Check this box to show confirmation with options after a call (call registration, cancel call registration, temporary cancel the registration).

14 Dialing. There are 3 ways to dial a number: 1. Press "Call" button at Call Centre toolbar. 2. Select contact or account and click on Call to tool at the Service pane. 3. Select task in the Tasks section and click Make a call tool at the Service pane. At that the Call Pane will be opened. You can make call to: 1. Entered phone number. 2. System user selected from the drop-down list. 3. Contact selected from the drop-down list. 4. Account selected from the drop-down list..

15 After having selected one of these options press Call button. If the line is busy the appropriate message will appear. If the selected number is redirected, the appropriate message will appear:

16 If the connection is established, the call form will be opened: In the call form you can specify the call subject and description, contact and account. You also can create profiles in Lookups/General lookups/profiles for Call task type. To hold a call press Hold/Release button. To redirect a call press Redirect button. The call will be hold and a new call with a new call form will be initiated. After the connection is established you can return to the first call or connect two calls. If the second call will be disconnected the hold state will be renewed. If you finish the call at your side two calls will be connected automatically. After the call is finished it will be registered as a task with type and default parameters specified in Call Centre settings. The task form will be opened and you can enter detailed call information. The operator status will be changed to Pause if the appropriate box is checked in Call Centre settings.

17 Call Centre Pane. Call Centre Pane contains the following tools: 1. Call. After pressing the Call form with selected contact or account will be opened. 2. Operators. Press this button to view the list of registered operators. 3. Other buttons are used to change your status. ("Ready", "Busy", "Pause"). Operator can receive call only being in "Ready" status. Pause status is temporary and can be changed automatically to Ready. Busy status can t be changed automatically.