AUTOCUE IVR. User Guide Updated: 06/18/15 Document Number: 36UG

Transcription

1 AUTOCUE IVR User Guide Updated: 06/18/15 Document Number: 36UG

2 Copyright 2015 SEDC All rights reserved. No part of this document may be copied or reproduced in any form or by any means without the express prior written consent of SEDC. *** Changes and updates are periodically made to the software and services may be reflected in future publications. This publication does not intend to completely document every feature and function of the software; it only provides a general guide. Please consult other documentation in addition to this document. Information in this document is subject to change without notice and does not represent a commitment on the part of SEDC and/or its affiliates. All rights reserved. Other product names mentioned may be trademarks of other vendor/manufacturers. 2

3 Table of Contents AUTOCUE IVR OVERVIEW 5 WHAT IS AUTOCUE IVR 5 WHO CAN USE THIS GUIDE 5 ACCESSING THE AUTOCUE IVR SERVICE CONTROL PANEL 6 SETTING UP IVR CALL WORKFLOWS 8 ADDING A ROOT TO A WORKFLOW 9 DELETING A ROOT FROM A WORKFLOW 11 ADDING A CHILD TO A WORKFLOW 12 DELETING A CHILD FROM A WORKFLOW 15 MODIFYING IVR WORKFLOWS VIA THE WORKFLOW TAB 17 USING DEFAULT TEXT-TO-SPEECH MESSAGE 19 USING DEFAULT RECORDED MESSAGE 20 USING CUSTOM TEXT TO SPEECH MESSAGE 20 USING THE CUSTOM RECORDED MESSAGE 21 MODIFYING PARAMETERS 23 CHANGING THE MENU OPTION VALUE 25 USING THE IVR EVENT LOG TAB 26 VIEWING EVENTS IN YOUR IVR DATABASE 26 Searching by All 28 Searching by Account 28 Searching by Action 29 Searching by Phone Number 29 UNDERSTANDING THE UTILITY CONFIGURATION TAB 30 CONFIGURING THE SERVICE SETTING TAB 30 FILLING IN THE ROUTING SCHEDULE TAB 35 3

4 MANUALLY OPTING IN A CUSTOMER (PAID TEXT ONLY) 37 OPTING IN A CUSTOMER 38 4

5 AUTOCUE IVR Overview What is AutoCue IVR The AUTOCUE IVR (Interactive Voice Response) System has been created, and the SMS Text Messaging service has been enhanced so that your customers paid text service is interactive and conversational. This eliminates the need for your customer to enter a utility number into the text messages. It will also allow your customers to switch to an online chat so they can ask free form questions. The IVR System grants your customers the ability to use commands such as: RESET Allows your customers to reset the text session MENU Returns a list of commands HELP Gives your customers information about the service JOIN - Allows your customer to start the opt-in process START Confirmation that your customer wants to opt in to the service STOP Opts your customers out of the service BAL Returns the current balance on the account PAY Allows your customer to make a payment Customers also have the ability to ask Free Form Questions via text messages. For example, a customer can type in Why did I get charged $50? This message is then routed to an employee to engage in a chat session via text messages. Who Can Use This Guide This user guide is designed for SEDC customers that have security settings to access the main UPN server. If you have the appropriate security privileges, you can use this guide to help you access the AUTOCUE IVR Service Control Panel. For further information on your security settings, contact your System Administrator. This user guide will have information and processes on the following: Accessing the AUTOCUE IVR Service Control Panel Setting Up IVR Call Workflows Modifying IVR Workflows via the Workflows Tab Using the IVR Event Log Tab Understanding the Utility Configuration Tab Configuring the Service Setting Tab Filling in the Routing Schedule Tab Manually Opting In a Customer 5

6 Accessing the AUTOCUE IVR Service Control Panel The AUTOCUE IVR windows service control panel configures all of the IVR settings. The service control panel is organized using several tabs, including IVR Workflows, IVR Event Log, Utility Configuration, Service Settings, and Routing Schedule, which allow you to easily navigate through the configuration process. An SEDC employee performs the initial AutoCue installation and set-up. Once that is complete, you are able to perform ongoing maintenance as needed. To open the AUTOCUE IVR Service Control panel, you will need to do the following: 1. Locate and open the SEDC Server Components folder on your UPN Server. 2. Double-click on AUTOCUE IVR Service Control link. 6

7 The AUTOCUE IVR Service Control panel displays. Note: The Service Status for the IVR windows service is displayed at the top of the screen in green text if the service is Running. If the status displays as Stopped, the text is displayed in red. Next to the Service Status, you will see a Stop and a Start button. The Start button is only enabled when the service status is Stopped. Likewise, the Stop button is only enabled when the service status is not Stopped. 7

8 Setting Up IVR Call Workflows The item selected in the IVR Call Workflows tree section determines all of the information and functionality displayed in the Workflow Messages section, located at the top of the panel. The IVR Call Workflows section, structured in the form of a tree, displays the Root Workflows and Child Workflows that make up the main Workflow. The words Root and Child simply denote the positioning of workflows to one another. The IVR Call Workflows section is where you can make changes to the main workflow in your system by adding or deleting a root workflow and adding or deleting a child workflow. For simplicity, we will refer to these relationships as Root and Child in this document. After adding a Root and a Child, you need to also set the Menu option value for the Root and the Parameter value for the Child, covered later in this guide In the following section you will find information and processes on: Adding a Root to a Workflow Deleting a Root from a Workflow Adding a Child to a Workflow Deleting a Child from a Workflow 8

9 Adding a Root to a Workflow You can add a Root to a workflow at the same level that is currently selected in the workflow tree, under the Generic Greeting 1, as there can only be one base root. Adding a new Root to a workflow means you are adding a workflow to the tree on the same level as the selected workflow. For example, you can add an option that allows your customer to Dial an Operator or Switch to Text. Looking at the AUTOCUE IVR Service Control panel, the workflows display on the first tab called IVR Workflows. 1. Select where you want to add the new root and click the Add Root button. If the first workflow is selected, Add Root is disabled as there can only be one base root. 9

10 The Select Workflow dialog displays. 2. Select the new workflow you want to add from the list of pre-existing available options using the drop-down arrow. 3. Click OK. The new Root has been added to the Workflow at the same level as the selected workflow (Manage Account). 10

11 4. Set the Menu option value. This value determines what corresponding number your customer will need to press on the keypad in order to select this option. See Changing the Menu option value for more information. 5. Click Save to save all changes made to the database. Deleting a Root from a Workflow You can delete a Root from within a Workflow as long as the Root selected does not have a child associated with it. A Child is an activity within a workflow, and appears on the tree as one level below the selected Root. However, you can delete a Root after all of the Children under that root have been deleted. 1. Once you have accessed the AUTOCUE IVR Service Control panel, select the Root you want to delete. 11

12 2. Click Delete. The Root workflow has been deleted. Note: When modifying a Workflow, you need to also modify the Menu option value for the Root and the Parameter value for the Child. When deleting a Root or a Child, you need to go back and ensure the Menu option value are chronological in the order in which they appear from the main Root. For more information, see the Changing the Menu Option Value section, later in this guide. Adding a Child to a Workflow You can add a Child to any Workflow that is currently selected in the workflow tree. Adding a new Child to a workflow means you are adding a workflow to a Root on the tree one level below the selected workflow. Looking at the AUTOCUE IVR Service Control panel, the workflows display on the first tab called IVR Workflows. 12

13 1. Once you have accessed the AUTOCUE IVR Service Control panel, select the workflow to which you want to add a child and click Add Child. The Select Workflow dialog displays. 13

14 2. Using the drop-down arrow, select the new child workflow you want to add from the list of pre-existing available options. 3. Click OK. The child has now been added to the selected workflow. 14

15 4. Set the Menu option value. This value determines what corresponding number your customer will need to press on the keypad in order to select this option. 5. See Changing the Menu option value for more information. Click Save to save all changes made to the database. Deleting a Child from a Workflow 1. Once you have accessed the AUTOCUE IVR Service Control panel, select the child workflow to which you want to delete. 15

16 2. Click Delete. The child workflow has been deleted. Note: When modifying a Workflow, you need to also modify the Menu option value for the Root and the Parameter value for the Child. When deleting a Root or a Child, you need to go back and ensure the Menu option value are chronological in the order in which they appear from the main Root. For more information, see the Changing the Menu Option Value section, later in this guide. 16

17 Modifying IVR Workflows via the Workflow Tab The information in the workflow messages section populates based upon the workflow that is currently selected in the workflow tree. You can select which Message Type is called upon when your customer calls into your AutoCue IVR System. The available message types include: Default Text-To-Speech, Default Recorded Message, Custom Text-To-Speech, or Custom Recording. The AUTOCUE IVR system includes the option to select Spanish for the message type by using the English/Spanish radio buttons. Note: When modifying a Workflow, you need to also modify the Menu option value for the Root and the Parameter value for the Child. When deleting a Root or a Child, you need to go back and ensure the Menu option value are chronological in the order in which they appear from the main Root. For more information, see the Changing the Menu Option Value section, later in this guide. To modify a work flow, you will need to do the following: 1. Once you have accessed the AUTOCUE IVR Service Control panel, confirm you are on the IVR Workflows tab as this is selected by default. 17

18 The IVR Workflows screen displays. 2. Select the workflow you want to modify. 18

19 The Workflow Messages section reflects the selection you made. 3. From the Workflow Messages panel, select the type of message your customers will hear from the four available radio button options. These options are: Using Default Text-to-Speech Message Using Default Recorded Message Using Custom Text-to-Speech Using Custom Recorded Message Using Default Text-to-Speech Message Default Text-to-Speech Messages are pre-existing messages that have already been set up in your IVR System. These messages have been typed and then the IVR System converts them to a message your customers will hear when they use the IVR System. 1. Confirm the Default Text-To-Speech Message radio button is selected, this should be selected by default. It displays the default text-to-speech message for the selected workflow, step, and language. 2. Using the Message ID drop down field, select from the pre-existing list of available default messages. 19

20 Note : The available Message ID options are based upon the selection you made from within the workflow tree. 3. Click the desired radio button for English or Spanish. 4. Click Save to save your changes to the database. Using Default Recorded Message Defaults Recorded Messages are pre-existing voice messages that your customers will hear when using the IVR System. 1. Select the Default recorded message radio to activate this option. 2. Click the desired radio button for English or Spanish. 3. To hear a pre-recorded message, select the audio Default recorded message button. Note: The Default Recorded message displays the default recording file name for the selected workflow, step, and language. 4. Click Save to save your changes to the database. Using Custom Text to Speech Message Custom Text-to-Speech message allows you to create your own messages for your customers. The text you enter into the text field will be converted to a voice message when accessed by your customers via the IVR System. 20

21 1. To select the Custom text-to-speech message option, start typing your custom message in the text box. Note: This field allows up to 1000 characters to be entered. 2. Select the Custom text-to-speech message radio button to activate this option. 3. Click the desired radio button for English or Spanish. 4. Click Save to save your changes to the database. Using the Custom Recorded Message The Custom Recorded Messages allow you to create your own sound files to be used by the IVR System. If you want to use multiple languages, the sound files must be recorded in those desired languages. The file types can be either.wav or.mp3. 1. Click Upload to browse sound files. 21

22 2. Navigate to the desired sound file location and select the file you want to use. 3. Note: The file types can be either.wav or.mp3. Click Open. The new file displays in the Custom Recorded Messages section and the radio button is active. 4. Click the Custom Recorded Message radio button to activate this option. 5. Click Save to save the changes to the database. 22

23 Modifying Parameters Parameters are there to allow different behavior, as preferred by each user. In the Parameter option, you can specify a different return value. An example of an existing parameter is the returnworkflow parameter. This parameter has a default workflow step that you will be returned to once you are done with that option. You can assign a parameter value to a Root workflow that does not have another Root workflow on the same level. Roots that have other Roots on the same level will be assigned a Menu option value. For example: your workflow tree contains the Make a Payment option. Once selected, your customer can then select option 1 (Credit Card Payment) or option 2 (Credit Card Payment Using Profile). Option 1 and option 2 are Roots on the same level. Continuing with our example, if option 1 is selected, your customer would then move forward in the procedure of making a payment without having to select any more options. These options are the children of the root (Credit Card Payment). See the illustration below. 23

24 The children of the Credit Card Payment Root can be assigned Parameter values. Looking at the illustration below, you can see that the Child Get Payment Amount and Convenience Fee has a Parameter assigned. The parameter, returnworkflow, is assigned with a value of 7. This means that when your customer has received the information that was requested by selecting Get Payment Amount and Convenience Fee, they will then be returned to step 7 in the workflow tree, which is Credit Card Payment. The following steps will walk you through modifying Parameters. 1. Select the desired option from within the workflow tree. 2. To change the Parameter values for the workflows, click on Parameters. This button is only enabled if the currently selected workflow has at least one parameter that can be set. 24

25 The Workflow Parameters dialog displays. 3. Change the value in the Value field to the desired number. 4. Click OK to save the changes. Once you changed the parameter, the new value number will be displayed under the Modified Value column. Changing the Menu Option Value The Menu Option Value drop-down allows you to assign a value to a workflow that is the menu option read back to the caller for that workflow. This value corresponds to the number on the key pad your customers will use to select an option. For example, if the Menu option value is set to 4 for a root, your customer would press 4 on their keypad to select that option. 1. Select the desired workflow you want to change. 25

26 2. Using the drop down arrow, select a value from the preset values given. 3. Click Save to save all changes made to the database. Using the IVR Event Log Tab The IVR Event Log tab displays important events that have occurred within a specified date range via the IVR workflow transactions. Such events include, but are not limited to, submitting a payment, dialing an operator, getting account status and reporting an outage. You can use the IVR Event Log tab to: Search by All Events Search by Account Search by Action Search by Phone Number Viewing Events in Your IVR Database The IVR Event Log tab is used to view the different types of events that have been logged in your IVR Database. The information displayed within this screen also shows you the result of each event. For example, if one of your customer s Submitted a payment using the IVR System, the results column shows whether that payment was Approved or Denied. 26

27 The following steps walk you through using the IVR Event Log tab to search for various events in your IVR Database. This tab is used for searching only, you cannot make any changes or updates to your IVR System on this tab. 1. Once you have accessed the AUTOCUE IVR Service Control panel, navigate to the IVR Event Log tab. The IVR Event Log screen displays. 2. Fill in the From and To dates by manually typing the dates into the fields or use the small arrow next to each field to display the pop up calendar. Click on the desired date from the calendar. Note: The From date and the To date will be automatically filled in with the current date. These dates can changed as needed. 27

28 3. Using the Search by drop-down, select from four different available predetermined search options: All, Account, Action and Phone Number. Searching by All When searching by All, the system will return all events and transactions that have occurred in the system. 1. Select All from the Search By drop-down menu. 2. Click Search to display the results based upon the search criteria entered. 3. Click on the Play link to hear a recording (if applicable). Searching by Account When searching by Account, the system will filter out only those records where the account number equals the account number entered. 1. Select Account from the Search by drop-down menu. 2. Enter the Account number in the blank field next to the Search by field. 3. Click Search to display the results based upon the search criteria entered. 28

29 Searching by Action When searching by Action, the system will return only those records where the action matches the action selected in the search criteria. 1. Select Action from the Search by drop-down menu. 2. Click the drop-down arrow to display available search actions and select the desired action. 3. Click Search to see the results based upon the search criteria entered. 4. Click on the Play link to hear a recording (if applicable). Searching by Phone Number When searching by Phone Number, the system will return only those records where the phone number is the same as the phone number entered in the search criteria. 1. Select Phone Number from the Search by drop-down menu. 2. Enter in a customer s phone number. 3. Click Search to see the results based upon the search criteria entered. 29

30 4. Click on the Play link to hear a recording (if applicable). Understanding the Utility Configuration Tab This tab configures the accounts to be used by the AUTOCUE IVR System along with the web services. For most SEDC customers, there will normally be only one configuration and possibly a backup or test configuration. Note: This tab is configured by SEDC during the installation process. Configuring the Service Setting Tab This tab configures the system settings for your utility s IVR System. These settings include Service Settings, ATP settings, and configurations. 30

31 1. Once you have accessed the AUTOCUE IVR Service Control panel, navigate to the Service Settings tab. The Service Settings screen displays. 2. Fill in the required information according to your utility. Contact your system administrator for configuration. 31

32 3. Click Test to ensure the information you entered is correct. Note: The Test button becomes enabled only when all of the fields are filled out for that specific section. When the ATP section is tested, you receive a message showing that the test was successful or if it failed. A test is sent to the recipients identified in the Notify field when the section is tested. 4. Click Change Certificate to make changes to the digital certificate. 32

33 5. Click on the desired certificate and then click OK to save the changes. 6. Click View to view the certificate details. 33

34 The certificate details display. 7. Click OK when done. 34

35 8. Click Save to save all your changes to the database. Filling in the Routing Schedule Tab This tab sets up the days and times that are to be considered by the system as normal hours when each utility is answering live calls. The AUTOCUE IVR System will only route calls to the operator if the current time falls within the specified schedule. If the current time is considered to be outside of the normal time range, then the system reads back a message asking the caller to call back or it automatically routes the caller to an after-hours number, if one is configured. 1. Once you have accessed the AUTOCUE IVR Service Control panel, navigate to the Routing Schedule tab. 35

36 The Routing Scheule screen displays. 2. Select which days are considered to be normal by placing a checkmark in the box next to each of those days. 36

37 3. Fill in the From and Through times using the up and down arrows. Note: This is the time range in which the system will route calls to the operator. The time prior to the From time and the time after the Through time is considered to be outside of the normal time range. 4. Click Save to save the changes to the database. Manually Opting In a Customer (Paid Text only) Employees can manually opt in a customer to the Paid SMS Service via UPN. Note: The Opt In Now button will only be visible if SEDC Proprietary Parameter 554 is equals 2 and the current Opt-In-Status is Pending Opt-In. 37

38 Opting in a Customer When manually opting in a customer to the paid SMM Text service, perform the following steps: 1. Log into the Consumer Accounting System in UPN. 2. Click Search or Inquiry 3. Locate the customer s account by entering in the preferred search option. 4. Select the Alerts & Reminders tab. 38

39 5. Click Edit. The Edit Alerts and Reminders Registration dialog displays. 39

40 6. Fill in the customer s Mobile number and select the correct phone provider from the Provider Name drop-down list. 7. Add at least one text message alert by placing a check mark in the Text Message check box for any alert. 8. Click Submit to save the changes. The Opt In Now button displays on the bottom of the Alerts & Reminders tab. 40

41 9. Click the Opt In Now button, the following dialog displays confirming the request. Click Yes to confirm the request. 41