User Manual Customer Interaction Express 2.0 Dialer

Transcription

1 User Manual Customer Interaction Express 2.0 Dialer Edition: /10/2010 COMPAS ID:

2 2010 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases. For full legal page information, please see the complete document, Avaya Legal Page for Software Documentation, Document number To locate this document on the website, simply go to and search for the document number in the search box. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Customer and/or End User agree to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation to the extent made by the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. provides a limited warranty on this product. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this product, while under warranty, is available through the following Web site: Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your product. The support telephone number is in the United States. For additional support telephone numbers, see the Avaya Web site: COMPAS This document is also available in the COMPAS database. The COMPAS ID for this document is

3 Contents About this manual 7 Questions about this manual...7 Who is part of the target group?...7 What kind of information is provided?...7 What kind of information is not provided?...7 How is this manual organized?...8 Which edition are you reading?...8 What has changed?...8 Where to find additional information?...8 How do you get a printed copy?...9 Prerequisites...9 Printing the manual...9 Printing problems...9 Outbound dialer 10 What is the outbound functionality?...10 What does outbound mean?...10 Where is the outbound functionality used?...10 Outbound components of a CIE system...11 Component overview...11 Autodialer...11 Kernel...11 VECTORS...11 Dialer...11 SYBASE database...12 Task server...12 Dialer...13 Dialer categories...13 Types of dialers...13 Operating modes for dialers...14 Which factors do you have to take into account when configuring a dialer?...14 Method of operation...15 Illustration: Method of operation...15 How does a dialer work?...16 Special features of the progressive dialer...17 Special features of the Progressive dialer type...17 Diagram: Dial factor increase...19 Diagram: Dial factor decrease...20 Diagram: Evaluation example...21 Getting to know the Dialer module 22 What is the Dialer module?...22 Prerequisites...22 How does the Dialer work?...22 Which prerequisites must be met before you can use the Dialer module?...23 Structure of the Dialer module...24 Opening the Dialer module...24 Module icon...24 User Manual CIE 2.0 Dialer Contents 3

4 Menus...24 Commands of the Dialer menu...24 Commands of the Jobs menu...25 Commands of the View menu...25 Commands of the Options menu...26 Commands of the Window menu...26 Commands of the Help menu...26 Columns...27 Tool bar...28 Status bar...29 Saving settings...29 Setting the options 30 Setting the dialing parameters...30 Restriction for agent dialers...30 System dialing parameters...30 How do system dialing parameters affect agent dialer, topic dialer or campaigns?..30 Topic dialing parameters...31 Agent dialing parameters...31 Dialer type and Dialer mode...32 Dialing parameters...33 Permitted values for dialing parameters...36 Configuring number types...37 What is a number type?...37 Settings for number types...37 Creating a number type...37 Setting the update interval...38 What does update interval mean?...38 Setting the update interval...38 Editing a campaign 39 Creating a campaign...39 What is a campaign?...39 Which prerequisites must be met if you want to create a campaign?...39 Campaign: Name...40 Campaign: Topic...40 Campaign: Active times...40 Campaign: Tag...40 Creating a campaign...41 Creating jobs for a campaign...41 Changing, copying or deleting a campaign...42 Changing a campaign...42 Copying a campaign...42 Deleting a campaign...42 Editing jobs 43 Creating a job...43 What is a job?...43 Job: Dialer...43 Job: Destinations...43 Job: Active times...44 Job: Tag...44 Selecting a dialer for a job...45 Limiting active times...45 Creating a job...45 Changing, copying or deleting a job...46 Changing a job...46 Changing several jobs Contents User Manual CIE 2.0 Dialer

5 Copying a job...47 Deleting a job...47 Resetting jobs...48 Resetting a job...48 Resetting multiple jobs...48 Viewing reporting for jobs...49 What does reporting show?...49 Opening a report...49 Updating a report...49 Importing and exporting jobs...50 Import (data) file...50 Control file...50 Data types...50 Using an example to create an import file...51 Using an example to create a control file...52 Example for a Call Job with Several Phone Numbers...52 Example for StartDate and StartTime...53 Importing jobs...53 Possible state filters for export...54 Exporting jobs...56 Working with views 57 What does the view show?...57 What does the view list show?...57 View tool bar...58 How do you work with views?...59 Displaying the list...59 Adding an agent, campaign, topic or tag...59 Selecting all entries...60 Creating, changing, copying or deleting with View...60 Opening Dialer management...60 Dialer management 61 What is Dialer management?...61 Which possibilities does Dialer management offer?...61 What does the Dialer management list show?...62 Dialer management tool bar...63 Which active times apply and when?...63 Working with Dialer management...64 Changing a dialer...64 Updating the display...64 Opening reporting...64 Starting or stopping a dialer...65 Closing Dialer management...65 Using Help and the About dialog 66 Using the Help function...66 Help during the operation...66 Starting the Online help...66 Guide 67 Introduction...67 Note...67 Other modules...67 Calling Number Identification and Calling Line Identification Restriction...67 OFCOM Rules...68 Rules...68 User Manual CIE 2.0 Dialer Contents 5

6 Additional Information...68 Answers to questions...69 Mechanic dialer: Why are too many calls initiated?...69 Mechanic dialer: How can I ensure that the max. drop rate is maintained?...69 Direct/ Preview dialer: Why does the same agent always receive the call?...69 What causes divided active times to occur?...69 You want to add and save notes for a call...70 Procedure...70 Sample import files...70 Sample export files...70 Timed import...71 Parameter...71 Procedure...71 Play announcement to welcome the target subscriber...72 Procedure...72 Illustration...72 Accelerated assignment...73 Procedure...73 You want to save additional net qualification details...74 Step 1: Configuration module - TaskTags...74 Step 2: Dialer module...74 Step 3: Operating method...75 Glossary 77 Index 79 6 Contents User Manual CIE 2.0 Dialer

7 About this manual Questions about this manual Before you start reading you might have questions concerning this document. In this section, we answer some of those questions. Who is part of the target group? This guide is intended for individuals who are working with the Dialer module or who would like to familiarize themselves with the individual characteristics of the module. It makes no difference whether you are using this document in printed or online form. Use this manual as you see fit, for reference purposes or to get to know the options the Dialer module provides. Please note that as a user you might have different authorizations (privileges). To be able to use all functions of the Dialer module, you either need to have the respective privileges or sign on as a specific user with the respective password. What kind of information is provided? This document contains information on how to operate the Dialer module. What kind of information is not provided? This document does not provide information on the installation and commissioning of the Dialer module. You can find information about other modules in the CIE system in the corresponding documents. User Manual CIE 2.0 Dialer About this manual 7

8 How is this manual organized? The structure of this document provides a systematic introduction to the use of the Dialer module. Once you have read a few pages, you will notice that the topics are structured similarly. Usually, an introduction to the topic is provided first. Prerequisites or necessary skills are often described next, Instructions follow the prerequisites or necessary skills. An illustration or example further clarifies the topic. Which edition are you reading? The following table lists information about this edition: Compiled on: May 10, 2010 Based on: Editor: Available as: Dialer module Andreas Marquardt Online Help What has changed? Acrobat Reader file The following table shows this document's history. Version Date Changes 1.1 4/29/2009 CIE /16/2010 CIE 1.1 SP /10/2010 CIE 2.0 Where to find additional information? This document describes the necessary knowledge and prerequisites, and provides the instructions you need in order to operate the Dialer module. You will find additional information about the CIE system in the following manuals: Guides to the other CIE modules. Like this document, you can use these documents online or in printed form. 8 About this manual User Manual CIE 2.0 Dialer

9 How do you get a printed copy? Perhaps you would rather read this manual on paper than on the PC screen. No problem! You can print the manual. This document is prepared for being printed. Printing this file provides you with a conventional manual. This manual is printed in German A4 format and consists of about 78 pages. Prerequisites The following conditions must be met if you want to print this document. You need the CIE DVD. An Acrobat Reader of at least Version 4 or higher must be installed on your PC. You find the respective software on the CIE DVD. A graphics-capable printer must be connected to your PC. Printing the manual You want to print this document. 1. In the file manager, open the doc folder on the DVD. 2. Double-click the file cie_20_dialer_en.pdf. The Acrobat Reader application will open to show the manual. 3. Select Print from the File menu of the Acrobat Reader application. The file is printed. Printing problems If you cannot print the document, please consult your system administrator. Your system administrator can print a copy for you. User Manual CIE 2.0 Dialer About this manual 9

10 Outbound dialer What is the outbound functionality? The part of a CIE system initiating automatic outbound calls is called outbound dialer. Outbound does not necessarily mean that an agent calls a subscriber of the public network. If a telephone survey were conducted within a company, for example, this would also be an outbound application. What does outbound mean? Depending on the mode, the outbound dialer of the CIE system has the following task. Either the call is initiated first from the CIE system and then distributed to an available agent when the connection is successfully established, or the call is presented to the agent for a preview and then placed via the agent. Jobs are the basis for this process. In a CIE system, a job is initiated for a topic. Like the inbound part, the outbound part is controlled by the programmable call distribution (task flow set). Thus the status of an outbound call can be monitored as well. However, the distribution cannot be manipulated. Where is the outbound functionality used? The outbound functionality increases agent productivity. The outbound part of a CIE system can be used for the following actions. Informational campaigns Advertising campaigns Callback requests 10 Outbound dialer User Manual CIE 2.0 Dialer

11 Outbound components of a CIE system To understand the outbound part of a CIE system you have to learn about the individual components and their interconnections. Component overview The following list shows the primary components of the outbound part of a CIE system. Please note that lists shows and explains only the most important components. Additional components are needed for special purposes, e.g. to monitor the dialer processes with the Realtime information module. The necessary objects must be configured with the Configuration module. Autodialer Kernel VECTORS Task server Autodialer Dialer module SYBASE database The Autodialer process runs on the CIE server. This process controls the automatic calls of the CIE system. Kernel The Kernel process runs on the CIE server. It copies the structures of the PBX. The structure is divided into classes and objects. VECTORS A process called vectors runs on the CIE server. This process manages the distribution of jobs. To do so, VECTORS needs a compiled form of a task flow script. When you activate a task flow set, it is first converted into a task flow script. VECTORS loads these data from the database and compiles them. If an error occurs during compilation, the task flow set is not activated. If no error occurs vectors runs the task distribution as defined with the task flow set. Dialer The Dialer module is used as tool to manage the outbound part of a CIE system. You can configure, control, import and export campaigns and jobs. User Manual CIE 2.0 Dialer Outbound dialer 11

12 SYBASE database All outbound information is saved to an internal CC database in the CIE system. SYBASE is used as relational database management system for this CIE database. Task server The task server adapts the telephone-specific behavior of the PBX and provides services to the kernel process via the task server interface. The task server interface is uniformly defined for all task servers (voice, ) so that the kernel process does not have to distinguish between individual media types and PBX types. 12 Outbound dialer User Manual CIE 2.0 Dialer

13 Dialer In the CIE system, the two most important components of the outbound part are the Autodialer process (on the CIE server) and the Dialer module. The outbound function distinguishes different types of dialers. Dialer categories A distinction is made according to the assignment of numbers. Type Campaign dialer Agent dialer Explanation When the target numbers are entered in the system it is not determined which agent will process the job. The call distribution of the CIE system (task flow) handles the assignment to agents. In a CIE system a campaign is associated with a topic. When the target numbers are entered in the system, the jobs are assigned to an agent. Types of dialers Depending on how the call is established the following types of dialers are distinguished. You can select the type of dialer and the corresponding dialing parameters in the Dialer module. Dialer type mechanic direct preview Explanation The customer is called by the CIE system. If the customer is reached, he is automatically connected to an available agent. A high efficiency is reached since agents do not have to deal with unavailable customers or invalid numbers. There is, however, the risk that no agent is available when a customer is reached. The call is initiated from the agent telephone to the customer. This ensures a high degree of quality for the customer since the agent is available from the moment of contact. However, the efficiency is low since agents have to deal with unavailable customers and wrong numbers. The agent is automatically provided with customer data and initiates the call from his telephone to the customer with an action (e.g. clicking a button). This is a sub-form of the direct dialer where the agent can do preparatory work concerning a call. Please note the following topic: Restriction for agent dialers User Manual CIE 2.0 Dialer Outbound dialer 13

14 Operating modes for dialers A CIE system supports the following modes for dialer operation. You can select the required operating modes and the corresponding dialing parameters in the Dialer module. The operating modes only apply for mechanic dialing. Dialer mode Auto dialer Power dialer Explanation An Auto dialer initiates a call only when an agent is available. This corresponds with a fixed dial factor of 1.0. The dial factor determines the number of calls that are initiated in relation to signed on agents. Please note the following topic: Restriction for agent dialers A Power dialer initiates as many calls as possible. Connections that cannot be assigned to an agent are released (dropped). A fixed value, e.g. 2, is set for the dial factor. With an dial factor of 2 two calls are initiated for each signed on, available agent. Progressive dialer A progressive dialer uses settings to initiate more calls the number of available agents. The dial factor is adjusted automatically depending on the drop rate. Which factors do you have to take into account when configuring a dialer? You have to take the following factors into account when you configure a dialer. Configure the settings according to the load. You also have to pay attention to the following factors when configuring the task flow. Factors How many calls? How many available agents are there? Are the agents fully occupied? What kind of customer service is to be provided? How many incoming calls? Possible measures The PBX must be able to process the amount of calls. Enough lines must be available. The CIE server must be equipped accordingly. If you want to use an auto dialer or a progressive dialer, it is recommended that at least five agents are signed-on to the respective agent group. You have to take the number of agents and the average conversation time into account for this factor. The purpose of the dialer determines the kind of customer service. A higher degree of customer service is to be expected e.g. for callback requests than for a marketing campaign. It has to be taken into account whether agents only process outbound calls or whether they answer incoming calls as well. If a CIE system is also processing other tasks (e.g. s) this has to be taken into account as well. 14 Outbound dialer User Manual CIE 2.0 Dialer

15 Method of operation A test run determines the working method of a campaign dialer. The necessary parameters can only be verified with this test run. Illustration: Method of operation The following schematic illustration shows the mode of operation of the outbound part of a CIE system. Data/jobs Dialers SPop-BIN SPop-XML DB-API SYBASE database Scheduler Campaign Topic dialer Processed jobs Sorted list Taskflow set Available agents VECTORS Test run Restricted list KERNEL Call established/ conversation User Manual CIE 2.0 Dialer Outbound dialer 15

16 How does a dialer work? The following steps show how a CIE dialer works. Step Action 1. Jobs are written to the database. These jobs are either created with the Dialer module or written to the database with SPop-BIN, SPop-XML or the DB-API. 2. A scheduler evaluates the active times of jobs. Jobs are processed according to the configured active times. 3. A list contains all active jobs. The entries in the list are sorted according to priority (yes/no) and active time. Jobs with a limited active time (resubmissions) have a higher priority than jobs with an unrestricted active time. 4. A number of jobs are run through the call distribution (task flow set). Depending on the number of available agents jobs are written to a limited list. The number of entries in the limited list is calculated as follows. Number of entries = Twice the number of signed-on agents plus 1. You can call this assessment of the call distribution a test run (or evaluation). With this test run the call distribution and the agents are "evaluated" and a matching list is created. This list contains all jobs that can be processed at that moment. 5 The jobs of the limited list are transferred to the Kernel process. The following procedure depends on the type of dialer. Mechanic dialer: Calls are initiated depending on the number of available agents and dial factor. The number of currently established calls is calculated as follows. Number of available agents * Dial factor Number of currently active jobs. When a target subscriber is reached, the call distribution picks an agent and the connection between target and agent is established. If there is no available agent at this moment, the connection is dropped. Note: The number of established calls cannot be greater than the number of jobs in the limited evaluation list. Example: A maximum of three calls can be established for a signed on agent even if the dial factor is greater. Direct/Preview dialer: Connections with target subscribers are established for available agents determined by the call distribution. Agents are busy during this time and do not get any other calls. 6. The statuses and qualifications of processed jobs are updated in the database. 16 Outbound dialer User Manual CIE 2.0 Dialer

17 Special features of the progressive dialer Some special characteristics of the progressive dialer type have to be taken into account. Corresponding diagrams clarify these special features. Special features of the Progressive dialer type Preset Behavior. The following table lists the special characteristics of a progressive dialer type. The described behavior is preset. The dialer control complies with OFCOM criteria. The configured drop rate is not exceeded over the hours of 24 hours. Special Feature When does the dialer control start? How is the dial factor increased? How is the dial factor decreased? How is the drop rate calculated? Explanation The progressive dialer begins after the start and the first initiation with the dialer control. During the first initiation a call job is initiated for each free agent, independent of the configured dial factor. The dial factor is recalculated every 2 seconds after call jobs were initiated. The dial factor is increased as long as the max. drop rate has not been attained. In addition to the number of free agents, the number of so-called reserved agents is also taken into consideration. Reserved agents are agents who are free at the time in question from a call processing standpoint but for whom a call job has already been initiated that has not yet been connected to the destination subscriber. When the actual drop rate attains the value of the configured max. drop rate, the dial factor is decreased. The drop rate is calculated for each cycle after 2 seconds. The ratio of the abandoned customers to the total customers reached since the start of the dialer or for the last 24 hours is calculated. Formula: x = Abandoned calls y = Call passed to live operator User Manual CIE 2.0 Dialer Outbound dialer 17

18 Sliding Window Behavior (Configurable) For existing customers the behavior of the progressive dialer can be configured so that the drop rate is adjusted over the course of a specific time frame. To do this you must start the autodialer.exe process with the progmode 2 parameter. The following table lists the special characteristics of a progressive dialer type. Special feature When does the dialer control start? How is the dial factor increased? How is the dial factor decreased? How is the drop rate calculated? What happens in case of a drop? What happens during manual switchover from the power dialer to the progressive dialer? Explanation At first, the progressive dialer works like a power dialer with the dial factor set for the power dialer. You can call this stage learning or loading phase. Dialer control starts after ten minutes. See also diagram: Evaluation example The dial factor is increased according to a calculated value every 20 seconds. The dial factor increase is not limited. See also diagram: Dial factor increase If a call is dropped, the current drop rate is calculated and the dial factor changes according to this value. The dial factor has a minimum value of 100%. See also diagram: Dial factor decrease The drop rate is the ratio of number of reached customers to number of customer-connections released by the CIE system. The drop rate is calculated according to the sliding window-principle. Sliding window means that after each update interval the calculated period of time moves one update interval. The calculated period of time is 600 seconds (10 minutes). The update interval is 10 seconds. See also diagram: Evaluation example If the dial factor is reduced after a drop, additional drops do not trigger a reaction for a defined period of time. This defined duration corresponds with the Max. ring time at destination. See also diagram: Dial factor decrease The currently calculated drop rate is set to zero. The further procedure is as described under: When does the dialer control start?. 18 Outbound dialer User Manual CIE 2.0 Dialer

19 Diagram: Dial factor increase The following diagram shows how the dial factor is increased depending on the approximation to the drop rate set. Y-axis: Change in the overdial factor X-axis: Convergence to the target drop rate per thousand Example 1: Set drop rate is 10% Current drop rate is 5% Current overdial factor is 3.00 The ratio of the current to set drop rate is 50% Increase by 0.05 Overdial factor is 3.05 Example 2: Set drop rate is 10% Current drop rate is 9% Current overdial factor is 4.63 The ratio of the current to set drop rate is 10% Increase by 0.03 Overdial factor is 4.66 User Manual CIE 2.0 Dialer Outbound dialer 19

20 Diagram: Dial factor decrease If a call is dropped, the current drop rate is calculated immediately, and the system reacts based on this value. Y-axis: Convergence to the drop rate in percent (%) X-axis: Percent change in overdial factor gain Example: Set drop rate is 10% Current drop rate is 13% Current overdial factor is 3.20 Convergence to the drop rate is 30% Drop rate is reduced by 26% Result: ( )*26% = 0.57 Overdial factor is = 2.63 (A factor of 1.0 must be subtracted from the above overdial factor.) 20 Outbound dialer User Manual CIE 2.0 Dialer

21 Diagram: Evaluation example A csv file created by the Autodialer process was used for this evaluation example. The file name consists of the name of the dialer (configured with the Dialer module), date and time. Example: odr_out 1 02_08 09_52_1.csv The diagram shows actual values of a predictive dialer of a CIE system. The diagram shows that the progressive dialer runs like a power dialer for ten minutes. The dial factor does not change. The Progressive dialer control starts after ten minutes. The dial factor increases. You can see that the dial factor is reduced when the drop rate increases. CSV file evaluation Time Availability Overdial factor Drop rate Drop gradient Line Curve Explanation Availability Dial factor Drop rate Drop gradient The availability is the number of called customers divided by the number of reached customers. The dial factor is adjusted. A drop rate of 100% is set for this example. The drop-gradient shows the change of the drop rate (mathematical: 1. 1st derivation). User Manual CIE 2.0 Dialer Outbound dialer 21

22 Getting to know the Dialer module What is the Dialer module? The Dialer module is a module in the CIE system. The Dialer module is used as a tool to automate external CIE calls. Prerequisites Configured objects To work with the Dialer module, you must create certain CIE system objects in the Configuration module. The Dialer module requires the following objects. Agents Topics Tags How does the Dialer work? There are two possible modes of operation for the Dialer. You control the mode with the Taskflow Editor module. Method of operation Exclusive use Permanent use Explanation You employ your agents either for answering incoming calls or for processing external calls. Incoming calls and outgoing jobs are processed at different times or if necessary even by different agents. Jobs are automatically scheduled to be processed in times of a decreasing load of incoming calls on your system. 22 Getting to know the Dialer module User Manual CIE 2.0 Dialer

23 Which prerequisites must be met before you can use the Dialer module? The following prerequisites must be met if you want to use the Dialer module. References In the Configuration module, you must select the Dialer privilege for the agent who wants to use the Dialer module. If you are using a CIE system with ACM, you must configure the settings for the VEA. You configure the objects necessary for the Dialer module (agents and topics) in the Configuration module. To create a campaign, you need a configured topic and a corresponding task flow. You create a task flow with the Taskflow Editor module. The Dialer module runs only if the CIE server controls call routing. A corresponding task flow must be active. The Autodialer process runs on the CIE server. For more information on the above topics, see the manuals or Online Help. User Manual CIE 2.0 Dialer Getting to know the Dialer module 23

24 Structure of the Dialer module Like all Windows applications the Dialer module has menus, commands and a tool bar. Opening the Dialer module You are signed on in the CIE system and would like to open the Dialer module. To open the Dialer module, follow these steps. 1. Click Administration on the taskbar. or 2. Click Dialer. The Dialer module opens. 1. In the Window menu select Dialer. 2. The Dialer module opens. Module icon The following icon is used for the Dialer module. Menus The following schematic illustration shows the menus of the Dialer module. Dialer Jobs View Options Window Help Commands of the Dialer menu The following table lists all commands and functions of the Dialer menu. Command Management Campaign Function Opens Dialer management. You can manage configured dialers. Shows configured campaigns. You can create, edit, copy or delete a campaign. 24 Getting to know the Dialer module User Manual CIE 2.0 Dialer

25 Commands of the Jobs menu The following table lists all commands and functions of the Jobs menu. Command Create Change Copy Delete Import Export Reporting Reset Function Creates a new job. Opens the selected job. You can change the settings. Copies the selected job. Deletes the selected job. Imports jobs. Exports jobs. Shows the reporting for jobs and connections. Resets a selected job. Commands of the View menu The following table lists all commands and functions of the View menu. Command New Select all All jobs Add agent Add campaign Add topic Add tag Function Deletes the present display of selected jobs and opens a new view. Selects all jobs. Shows the list of all jobs due to be processed. Shows the agents. You can add one or several agents to the list. All jobs assigned to the selected agent are selected. Shows the campaigns. You can add one or several campaigns to the list. All jobs assigned to the selected campaign are selected. Shows the topics. You can add one or several topics to the list. All jobs assigned to the selected topic are selected. You can add one tag to the list. All jobs assigned to the selected tag with the value are selected. User Manual CIE 2.0 Dialer Getting to know the Dialer module 25

26 Commands of the Options menu The following table lists all commands and functions of the Options menu. Command System dialing parameters Topic dialing parameters Agent dialing parameters Number types Settings Function Shows the system dialing parameters. You can configure system dialing parameters. Lists the topics. You can configure topic dialing parameters Lists the agents. You can configure agent dialing parameters. Lists the number types. You can configure number types. Shows the update interval. You can configure the update interval. Commands of the Window menu The following table lists all commands and functions of the Window menu. Command Tool bar Status bar Save settings Function Hides or displays the tool bar. Hides or shows the status bar. Saves the window settings. Commands of the Help menu The following table lists all commands and functions of the Help menu. Command Contents Function Shows the Help contents. 26 Getting to know the Dialer module User Manual CIE 2.0 Dialer

27 Columns Objects, like topics or agent groups, are presented in tables. These tables show additional information on objects in columns. You can customize the column arrangement of these tables, change the order of columns and display or hide columns. You can also search for certain entries. Changing the order Objects in a table are always shown in alphabetical order. You can sort the display alphabetically according to any column. You can sort in ascending or descending order. Per default the information, e.g. names, is presented alphabetically. This means after A comes B then C etc. Proceed as follows to sort the table according to a certain column. 1. Click the column heading. 2. The table is sorted alphabetically according to this information, e.g. the number. The column heading shows the symbol. 3. Click the column heading again to change the order. 4. The table is sorted in reverse order. The column heading shows the symbol. Configuring the columns You can configure which information the table shows. The standard setting is used by default. Proceed as follows to configure the columns. 1. In table, view click the Columns button. The Configuration of Columns dialog opens. 2. Deselect Use default settings. 3. You can customize the visible columns with the buttons <<< (insert) >>> (remove), Up and Down. 4. Click OK to save your settings. The table of objects is then displayed with the configured columns. Searching in columns You can search a table for certain entries. You find respective search fields at the bottom area of the table. You can thus search a table containing many objects for specific objects with certain properties. Proceed as follows to search for an agent, for example, with a certain number. 1. Enter "2", for example, in the search field for the number. 2. The first entry found is selected in the table. In our case, an agent whose number starts with "2". User Manual CIE 2.0 Dialer Getting to know the Dialer module 27

28 Tool bar The tool bar features the following buttons. You can display or hide the tool bar. Icon Function Corresponds to Creates a new job. Jobs menu, Create command Changes the selected job. Copies the selected job. Deletes the selected job. Resets a selected job. Shows reporting for jobs and connections. Shows configured campaigns. You can create, edit, copy or delete a campaign Opens Dialer management. You can administer configured dialers. Jobs menu, Change command Jobs menu, Copy command Jobs menu, Delete command Jobs menu, Reset command Jobs menu, Reporting command Dialer menu, Campaign command Dialer menu, Management command 28 Getting to know the Dialer module User Manual CIE 2.0 Dialer

29 Status bar Die status bar shows the following information. Hide or display Information on the selected command Number of jobs Number of selected jobs Status display of the Autodialer process You can hide or display the status bar. 1. In the Window menu, select Status bar. The status bar is hidden or displayed. Mode of operation A stylized LED in the status bar signals the state of the Autodialer process. The Autodialer process runs on the CIE server. View option Green Red Status Saving settings The Autodialer process is running. You are working online with the Dialer module. The Autodialer process is not running. You are working offline with the Dialer module. You can save the current settings. The same settings are used the next time you start the module. Proceed as follows to save the settings. 1. Select Save settings from the Windows menu. The settings are saved. User Manual CIE 2.0 Dialer Getting to know the Dialer module 29

30 Setting the options Setting the dialing parameters You can define dialing parameters for the system, topics and agents or you can use default parameters. Restriction for agent dialers Agent dialer is only possible for the dialer type Direct and Preview. Agent dialers can use the Auto Dialer dialer mode and the mechanic dialer type only with direct calls. If you want jobs to be evaluated as ACD calls, you must select the Mark call as ACD call option. If you also want to select a topic, the agent calls in reporting are assigned to a topic. System dialing parameters With the system dialing parameters you determine defaults for agent dialer, topic dialer and campaigns. How do system dialing parameters affect agent dialer, topic dialer or campaigns? The system dialing parameters operate on agent dialer, topic dialer and campaigns as follows. System dialing parameters are used as default for agent dialer. System dialing parameters are used as default for topic dialer Topic dialing parameters of the corresponding topic are used for campaigns when dialing parameters are set for the topic or System dialing parameters are used for campaigns when no dialing parameters are set for the corresponding topic. 30 Setting the options User Manual CIE 2.0 Dialer

31 Topic dialing parameters With the topic dialing parameters you determine which dialing parameters apply to topics. Using topic dialing parameters You can use the topic dialing parameters if they are defined for the topic. Otherwise you can change them accordingly. Dialing parameters for campaigns Please note the following dependencies for the dialing parameters of a campaign. If you have not configured the topic dialing parameters, the system dialing parameters apply. If you change the topic dialing parameters, they apply. If you have configured the campaign dialing parameters, they apply instead of the topic or system dialing parameters. To change the campaign dialing parameters, in dialer management, select a campaign and click Change. Agent dialing parameters With agent dialing parameters you determine which dialing parameters apply to agents. Using system dialing parameters You can use the system dialing parameters. Dialing parameters for agents Please note the following dependencies for the dialing parameters of agents. If you have not configured the agent dialing parameters, the system dialing parameters apply. If you change the agent dialing parameters, they apply. Jobs as ACD calls If you want jobs to be evaluated as ACD calls, you must select the Mark call as ACD call option. If you also want to select a topic, the agent calls in reporting are assigned to a topic. User Manual CIE 2.0 Dialer Setting the options 31

32 Dialer type and Dialer mode Dialer type and dialer mode are inherited from the topic and cannot be changed in a campaign. Dialer type You can select one of the following types for a dialer. Type Explanation Can be set for Mechanic Direct Preview With a mechanic dialer the connection is established with the target subscriber first. After the target subscriber is reached the dialer initiates a connection with the agent. A direct dialer initiates the connection from the agent to the target subscriber. A preview dialer initiates the connection from the agent to the target subscriber after a certain preview time has elapsed (agent gets time to prepare the call). System Topic System Topic Agent System Topic Agent Please note the following topic: Restriction for agent dialers Dialer mode You can specify the mode of operation only for dialers of the type mechanic. Direct and preview dialers always run in Autodialer mode. Dialer mode Explanation Can be set for Auto dialer Power dialer In Auto dialer mode a dialer initiates a call only when an agent is available. Please note the following topic: Restriction for agent dialers In Power dialer mode a dialer initiates as many calls as possible. Connections that cannot be assigned to an agent are released (dropped). Progressive dialer A progressive dialer uses settings to initiate more calls the number of available agents. System Topics Agents System Topics Agents System Topics 32 Setting the options User Manual CIE 2.0 Dialer

33 Depending on the type you can configure the following settings. Setting Explanation Can be set for Dial factor Max. drop rate (in %) The dial factor indicates how many connections are established compared to the number of available agents. With a dial factor of 1.0, exactly as many connections are established as there are available agents. Limitation Dialing parameters For a dial factor of x, only y connections (y = x * number of available agents) will be established if at least x/2 agents are available. If there are not at least x/2 agents available, fewer calls than defined in the dial factor will be established. If only one agent is available, no more than 3 calls will be established. This parameter is closely connected to the dial factor. The maximum drop rate specifies the percentage of initiated calls that may be cancelled by the CIE system before Overdialing is activated. Please pay attention to a rational setting. If you enter a drop rate of 100% the system can cancel each initiated call. You can enter the maximum drop rate with one decimal digit e.g You can set the following dialing parameters. Dialing parameters Mark call as ACD call Explanation Power dialer Progressive dialer Progressive dialer If you check this box, reporting counts this call (by agent dialer or for campaigns by direct/preview dialer) as ACD call. For this an access code must be selected from the selection list. An outbound ACD call is then initiated with this access code. For an agent dialer you also have to select a topic in the agent dialing parameters, which is used to initiate the call. Note: The agent needs the Outgoing job code privilege. The CSTA-AnswerCall feature must be enabled for the telephone terminal. The telephone must not be configured as a VU device. User Manual CIE 2.0 Dialer Setting the options 33

34 Dialing parameters Max. preview time (in mm:ss) Max. preview time overrun (in mm:ss) Reminder time (before dialing) (in mm:ss) Max. number of dial attempts (DAs) Max. number of attempts to busy destination Max. number of attempts if destination does not answer Max. number of attempts when dropped Max. number of attempts with closures Wait time between 2 DAs to busy destination (in min) Wait time between 2 DAs with no answer (in min) Explanation This parameter determines the maximum preview time in minutes and seconds. After the maximum preview time has elapsed a connection is automatically established between agent and target subscriber. During this time the agent is in Preview state and is not assigned ACD calls. This parameter determines the maximum overrun of the preview time in minutes and seconds. If the agent is busy with a non-acd call during the preview time, the preview time is increased after its end by the maximum overrun time. The call job is discarded after the maximum time has been exceeded. This feature can only be evaluated with a first screen. This parameter determines the reminder time in minutes and seconds. If a job of a campaign is saved as re-submission at the processing agent, the agent is provided with a reminder message before the call is initiated. The configured reminder time can only be evaluated by a first screen. This parameter determines the maximum number of allowed dial attempts. The parameter does not take into account if the destination is busy or does not answer. The value entered here is the maximum value for the parameters Max. number of attempts to busy destination, Max. number of attempts if destination does not answer and Max. number of attempts with closures. The dialer stops processing the job when the number of allowed dial attempts is reached. Please note that the value 0 means infinite in this context. This parameter determines the maximum number of allowed dial attempts to a busy destination. The value entered here must always be less or equal with the value set for Max. number of dial attempts. The dialer stops processing the job when the number of allowed dial attempts is reached. Please note that the value 0 means infinite in this context. This parameter determines the maximum number of allowed dial attempts if the destination does not answer. The value entered here must always be less or equal with the value set for Max. number of dial attempts. The dialer stops processing the job when the number of allowed dial attempts is reached. Please note that the value 0 means infinite in this context. This parameter determines the maximum number of allowed dial attempts for drop cases. This parameter determines the maximum number of allowed dial attempts if the destination is not the right partner. The value entered here must always be less or equal with the value set for Max. number of dial attempts. The dialer stops processing the job when the number of allowed dial attempts is reached. This parameter determines the wait time between to dial attempts if the destination is busy (in minutes). This parameter determines the wait time between to dial attempts if the destination does not answer (in minutes). 34 Setting the options User Manual CIE 2.0 Dialer

35 Dialing parameters Extend recall time if destination does not answer (in %) Wait time between 2 attempts when dropped (in min) Wait time between 2 attempts if customer hangs up (in min) Wait time between 2 attempts with closures (in min) Explanation This parameter determines the extension of the recall time in percent if the destination does not answer. 0% means that the configured wait time is always used. X% means that the first time is the configured wait time and that the next unsuccessful wait times are extended by x% of the last wait time. This parameter determines the wait time between to dial attempts for drop cases (in minutes). This parameter determines the wait time between to dial attempts if the customer hangs up before contact (in minutes). This parameter determines the wait time between to dial attempts if the destination was not the right partner (in minutes). User Manual CIE 2.0 Dialer Setting the options 35

36 Permitted values for dialing parameters You can set the following values for dialing parameters. Dialing parameters Default Minimum value Maximum value Dial factor Max. drop rate (in %) Max. preview time (in mm:ss) Max. preview time overrun (in mm:ss) Reminder time (before dialing) (in mm:ss) Max. number of dial attempts (DAs) Max. number of attempts to busy destination Max. number of attempts if destination does not answer Max. number of attempts when dropped Max. number of attempts with closures Wait time between 2 DAs to busy destination (in min) Wait time between 2 attempts with no answer (in min) Extension of recall time if destination does not answer (in %) Wait time between 2 attempts when dropped (in min) Wait time between 2 attempts if customer hangs up (in min) Wait time between 2 attempts with closures (in min) 1:00 00:00 30:00 00:00 00:00 5:00 00:00 00:00 60: Setting the options User Manual CIE 2.0 Dialer

37 Configuring number types You can create, copy, or delete a number type. What is a number type? You enter a destination when you create a job. You assign a type of number to this number. You can e.g. specify the following types of numbers. Phone (private) Phone (business) Fax (private) Fax (business) Mobile (private) Mobile (business) Settings for number types You can configure the following settings for number types. Setting Name Maximum ring time Time Limits Explanation Creating a number type Shows the name of the number type (e.g. Telephone [home], Telephone [office], Mobile [home], or Mobile[office]). Shows the maximum ring time. You can enter a time between 00:05 minutes minimum and 01:30 minutes maximum. The default is 00:20 minutes. Mobile telephone numbers require a higher maximum ring time. Shows temporal restrictions. You can specify a limited period, e.g. 08:00:00 AM h to 12:00 h. Use the format hh:mm (hours, minutes). You can select weekdays. Proceed as follows to create a number type. Proceed as follows: 1. Select Number types from the Options menu. The Select number type dialog opens. 2. Click Create. The Number type [Create] dialog opens. 3. Enter the respective settings. 4. Click OK to save your settings. User Manual CIE 2.0 Dialer Setting the options 37

38 Setting the update interval You can set the update interval. The CIE system offers the possibility to update the data on jobs and dialers stored in the database automatically at regular intervals. As soon as a dialer has been started this feature is useful for onscreen display and possible reporting evaluations. The automatic update of data lets you check the progress of your dialer. What does update interval mean? The update interval shows the time after which the Dialer management and reporting displays are automatically updated. If you enter 0 the displays are updated automatically after each change. This is the default. Setting the update interval You can set the update interval. Proceed as follows: 1. Select Settings from the Options menu. The Settings dialog opens. 2. Enter an update interval. 3. Click OK to save your settings. 38 Setting the options User Manual CIE 2.0 Dialer