Virtual Contact Center. Release Notes. Version 7.0. Revision 2.0

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1 Virtual Contact Center Release Notes Version 7.0 Revision 2.0

2 Copyright 2012, 8x8, Inc. All rights reserved. This document is provided for information purposes only and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. 8x8 is a registered trademark of 8x8, Inc. Microsoft Dynamics and Microsoft Internet Explorer are trademarks or registered trademarks of Microsoft Corporation in the United States and other countries. All other trademarks, service marks, registered trademarks, or registered service marks are the property of their respective owner/s. All other brands and/or product names are the trademarks (or registered trademarks) and property of their respective owner/s.

3 8x8, Inc Virtual Contact Center Release Notes 7.0 Preface Use this document to learn about the new features, enhancements, and changes in the 7.0 release of Virtual Contact Center. About 8x8, Inc Contactual was acquired by 8x8, Inc in September Contactual, now part of 8x8 provides a better alternative to traditional call center technologies. With the acquisition, the OnDemand Contact Center is now renamed to Virtual Contact Center. The Virtual Contact Center is the fastest and easiest way to deploy a world class contact center. Virtual Contact Center makes it easy to manage all of your customer interactions phone, and chat - through a single system. Our award-winning solution is 100% web-based and was developed by industry-leading designers to be extremely easy to use, thus speeding the adoption process for both agents and supervisors. The Virtual Contact Center includes all of the functionality you need to provide an exceptional customer experience: skills based routing, multi-media interaction management, IVR, CTI, case & contact management, call recording, real-time monitoring, desktop sharing, reporting, and much more. 8x8, Inc 810 W. Maude Avenue, Sunnyvale, CA USA SALES: SUPPORT: sales@contactual.com i

4 8x8, Inc Virtual Contact Center Release Notes 7.0 i

5 8x8, Inc Virtual Contact Center Release Notes 7.0 Contents PREFACE... I ABOUT 8X8, INC... I CONTACTUAL NOW PART OF 8X8, INC... 1 ABOUT THE RELEASE NOTES... 1 SUMMARY OF FEATURES AND ENHANCEMENTS... 2 ENHANCEMENTS... 3 DIALER WITH CAMPAIGN MANAGEMENT... 4 Dialer Campaigns work in cycles... 4 Features... 4 Limitations... 5 CONFIGURING THE DIALER... 6 CONFIGURING OUTBOUND SETUP... 6 Configuring Transaction Code Lists to Campaigns... 9 CREATING A CAMPAIGN Prerequisites Executing a Campaign AGENTS PROCESSING CAMPAIGN CALLS Setting up a Retrial Attempt or Scheduling a Call back SUPERVISING THE CAMPAIGNS Campaign Detail Historical Reports for Campaigns EXTERNAL CRM INTEGRATION ENABLING CRM INTEGRATION Microsoft Dynamics CRM Integration Features Configuring Microsoft Dynamics CRM Integration Zendesk CRM Integration Features Configuring Zendesk CRM Integration IVR ENHANCEMENTS TEST QUEUE Longest Wait Time BACK TRACKING Benefits DEFAULT TERMINATION EXTERNAL IVR Benefits CRM TASK OBJECT Features CREATING A TASK ANONYMOUS CALLER ID i

6 8x8, Inc Table of Contents REPORTING Transaction Details Activity Campaign Details Campaign Record Details Campaign Transaction Details RESTFUL API FOR REAL TIME STATISTICS ENHANCEMENTS TO EXISTING FEATURES CRM SEARCH OPTIMIZATION BROWSER SUPPORT SECURITY ENHANCEMENTS CONFIGURATION MANAGER LOGIN SCREEN AGENT CONSOLE ENHANCED DIAL PAD CONFIGURATION MANAGER IMPROVED PROFILE END OF SUPPORT NEWS BUG FIXES ii

7 8x8, Inc Virtual Contact Center Release Notes 7.0v Contactual now part of 8x8, Inc Contactual was acquired by 8x8, Inc in September With the acquisition, the OnDemand Contact Center is now renamed to Virtual Contact Center. Virtual Contact Center now incorporates the 8x8 logo. Virtual Contact Center with 8x8 logo About the Release Notes The 7.0 Release Notes for the Virtual Contact Center offer you all the information required to get started with the new features and enhancements of the Virtual Contact Center. Please refer to the 7.0 product documentation for additional details. The 7.0 Release Notes provide: List of new features Instructions on how to set up and use the functionality Enhancements to existing features End of Support News List of Bug Fixes Let the Release Notes guide you through the transition to the 7.0 release of Virtual Contact Center. 1

8 8x8, Inc Summary of Features and Enhancements Summary of Features and Enhancements The 7.0 release offers features and enhancements that impact all users of the Virtual Contact Center including Administrators, Supervisors and Agents. Some features are directly available to Agents and Supervisors, while others require direct action by administrators to benefit from the functionality. Some functionality is included in various 8x8 packages while some are optionally added. Please contact your account executive with any questions on the packaging or purchase options. The following tables list the features and enhancements of the 7.0 release and their availability to users. New Features Requires Administrator set up Feature available to Administrator Feature applies to Agents Feature applies to Supervisor Dialer with Campaign Management* Dialer for built-in CRM Dialer for Salesforce CRM Microsoft Dynamics CRM Integration ** Zendesk CRM Integration ** IVR Enhancements External IVR Test Queue Longest Wait Time Default Termination Back-tracking CRM Task Object Expanded Reporting Capability Campaign Transaction Details Campaigns: Campaign Details Campaign Record Details Detailed Transactions Activity Support for anonymous caller ID RESTful API for real time statistics RESTful API for External IVR *This feature is subscription based and available to users of Virtual Contact Centre CRM, and Salesforce CRM. ** This feature is subscription based and available to users of Zendesk, and Microsoft Dynamics. 2

9 8x8, Inc Summary of Features and Enhancements Enhancements Enhancements to Existing Features Requires Administrator set up Feature applies to Administrator Feature applies to Agent Feature applies to Supervisor CRM Search Optimization CM/AGUI support extended to IE9 Security Enhancements Minimum password length (Changed to 8) Password Complexity requirement (Mix alpha and upper) Maximum invalid login intervals; (10 attempts) Lockout interval (changed to 2.5 minutes) Configuration Manager New look for the login screen Configuration Manager Improved Profile Enhanced DTMF Dial Pad 3

10 8x8, Inc Virtual Contact Center Release Notes 7.0v Dialer with Campaign Management Dialer with Campaign Management enables retrieving data from your Virtual Contact Center (VCC) CRM, and Salesforce Customer Resource Management (CRM) system, creating campaigns, executing campaigns, and tracking responses. A campaign enables you to search, generate, and feed a campaign call list to an outbound phone queue facilitating automated outbound dialing. Campaigns pull data from the customer object of VCC CRM, or any CRM object such as lead, account, contact containing phone data from the Salesforce CRM. Campaigns are assigned to outbound phone queues, while agents assigned to these queues process campaign calls. The Dialer uses CRM programming interfaces to select and extract information to build a dial campaign list. Once a campaign is setup and initiated in the Virtual Contact Center, agents sequentially receive Screen Pops of contact information in the Agent Console. After previewing the contact information the agent clicks a button to dial an outbound call to reach a contact. As with an ordinary call, the agent is always on the line before the called party answers. When the call connects, the agent uses the respective CRM to manually update the contact record. After completing an outbound dial the agent enters call disposition such as the call reached I) the targeted individual, ii) an answering machine, iii) a third party, IV) a ring no answer situation, v) a busy number or VI) an invalid or disconnected number. This information allows a systematic determination of how the campaign list will be re-processed over time. Dialer Campaigns work in cycles A key characteristic of nearly all dialer campaigns is that it is rare to reach the desired number of contacts after a single pass through a list. Therefore campaign lists are recycled again and again using disposition codes from earlier cycles to alter selection and sort strategies to create new campaigns. Features Dialer provides capabilities to generate a campaign call list, create, run, and recycle campaigns. As an administrator, the Dialer allows you to: Manage and automate outbound dialing campaigns extracting data from your Virtual Contact Center CRM, and Salesforce CRM application. Support blended call centers - agents can be setup to process inbound and outbound calls with priorities, skills, and skill levels. Define CRM global properties for campaign management which include selecting a CRM, selecting CRM objects and fields, uploading audio messages for campaigns, and executing campaigns. 4

11 8x8, Inc Dialer with Campaign Management Map transaction codes to automated disposition actions to schedule a call back, or try to call again. Define campaign properties and create a campaign. Assign supervisors to control and monitor campaigns. Create a search filter to retrieve records from your CRM to generate a campaign call list, and feed the list to an outbound phone queue. Assign pre-recorded messages to campaigns. Offers a campaign call to an agent, presents the contact record details, and optionally allows him a fixed amount of time to preview the record. Initiates a call to the contact if an agent accepts the call. Allows an agent to start playing a pre-recorded message on reaching a voice mail, then immediately switch back to available status, and attend the next interaction. Allows an agent to schedule calls in the event of reaching a contact at a busy time. The scheduled call generates a call reminder. Allows setting up retrial attempts for an unsuccessful call, placing the retrial call back in the queue. The Retrial call is offered to any available agent on the queue at the specified time interval. Allows a supervisor to access real time campaign statistics, campaign status, and generate historical reports exclusive to campaigns. Limitations The Limitations of Dialer are: Limited to customers who use Virtual Contact Center CRM, and Salesforce CRM. Available only to agents who are logged into the Salesforce CRM Multi Channel interface. CTI Connect is not supported. 5

12 8x8, Inc Dialer with Campaign Management Configuring the Dialer If your tenant is provisioned with Dialer with Campaign Management functionality, the Configuration Manager interface shows the following options in the configuration menu. Outbound Setup Campaigns Configuration Menu with Outbound Setup and Campaigns Outbound Setup allows you to define global properties for managing all campaigns, while the Campaigns tab lets you create, and control campaigns. Configuring Outbound Setup For campaign to function successfully, they need to connect to a local or external Salesforce CRM, and extract data from a specific CRM object. Outbound setup enables you to define the following global properties: Specify the target CRM information - Required. Specify CRM Objects and fields to be used in the campaigns - Required. Upload pre-recorded messages for use during a campaign - Optional. Map a transaction code to an automated disposition action - Optional. 6

13 8x8, Inc Dialer with Campaign Management To define global properties for campaigns: 1. In the Configuration Menu, click Outbound Setup. The Properties tab opens. Outbound Setup, Selecting a Target CRM Outbound Setup, Properties Tab 2. Specify the target CRM Type information in the Properties tab. You can extract data for campaigns from VCC CRM or Salesforce CRM. a. Select the Target Type CRM from the drop down list. Select Local for the VCC CRM. Note: If you select VCC CRM, user name and password information are not required. b. Enter the CRM Username and CRM Password used to retrieve records from the Salesforce CRM. Add security token* to the password. c. Save the information, and validate by performing a Login test. Note: Login test is applicable to Salesforce CRM only. 3. Specify CRM Objects and their fields to be used in the campaign in the CRM objects tab. Note: The specified CRM object must contain phone data for campaigns to function. a. Click Add Object to add a CRM object. b. Enter the Name in CRM and Label to Show Agents. Note: The name must match the name in the CRM. The data is case sensitive. c. Select an added object and click Add Field to include fields under the object. d. Enter the CRM field name and a label. e. Check the Phone Field attribute to identify and present the phone numbers for a particular contact. f. Check the Default Phone to assign a default number to a contact record. g. Check the Transaction Field to present data on the agent control panel. *Obtain your security token from the original Salesforce communication or from your Salesforce administrator. 7

14 8x8, Inc Dialer with Campaign Management h. Add as many objects and fields as you wish. i. Click Save before you proceed to uploading pre-recorded messages. Outbound Setup, CRM Objects Tab Note: To add custom objects and fields from Salesforce CRM, you should provide API names of the fields from Salesforce CRM. For example: CustomerPriority c. 4. Upload Audio files to provide a set of pre-recorded messages for agents to use during a campaign call in the Audio Files tab. Outbound Setup, CRM Objects Tab You can create sub-folders up to two levels deeper. a. Select Outbound Setup Files in the Directories section. b. Click Menu, and click the Add Folder option. c. Enter a folder name and click Create. d. Select the folder, click the Menu, and select Add a File option. e. Enter a Name, Description for the audio file, Click Browse and select an audio file of the message to upload. Note: You are allowed to upload files in PCM 8 KHz, 8/16bits, mono.wav format only. f. Save your work before you move to disposition action tab. 8

15 8x8, Inc Dialer with Campaign Management 5. Map transaction codes to automated actions in the Disposition action tab. The tab opens the existing transaction code lists assigned to queues. Note: Disposition actions apply to transaction code lists assigned to queues only. They do not apply to code lists assigned to agent groups. Outbound Setup, Disposition Action Tab a. Select a transaction code and assign an appropriate action. During a campaign call, selecting this code triggers mapped disposition action. The actions supported are: Try Again: allows setting up retrial call attempts for unsuccessful campaigns calls. You can specify the retrial interval time, and maximum retrial attempts for a campaign in the Campaigns >Properties tab. Schedule Callback: allows scheduling a call back to a campaign customer, and pops up a reminder at the scheduled time to the same agent. The agent has to manually place a call. Do not Call: allows marking records and updating a CRM field with Do not Call disposition information. For example, The Lead object in Salesforce CRM has a standard Do not Call field. During a campaign call this field can be updated automatically by mapping a transaction code with Do not Call disposition action. b. Save your outbound settings. Configuring Transaction Code Lists to Campaigns Transaction code lists are accessible to campaigns if you assign the lists to outbound queues campaigns are assigned to. The lists are available to be mapped to disposition actions. These actions further enhance the campaign management capability by triggering follow up actions to call back at a scheduled time, or retry calling, and mark records with do not call disposition. Note: A list assigned to Agent Groups cannot be mapped to disposition actions. 9

16 8x8, Inc Dialer with Campaign Management Creating a Campaign After defining the global properties in the Outbound Setup, you are now ready to create campaigns. You can create campaigns based on customer object defined in your Virtual Contact Center CRM, or any object in your Salesforce CRM provided the object has a phone field. You can then define a search strategy to further filter the target call list. On initiating a campaign, a campaign retrieves a call list from the CRM and feeds records to an outbound phone queue. The agents assigned to the outbound queue are offered the campaign calls. The agent previews a record, and then accepts, rejects or skips the call. Note: The queue size is maintained between 20 to 50 calls at a time. If the queue size drops to 20, the campaign manager fetches records from the internal database and feeds it to the queue. Prerequisites Here is a check list of tasks you should complete before creating a campaign: Create and identify an outbound phone queue to assign the campaign. - Required Assign agents to the outbound phone queue - Required Create a transaction code list to capture campaign call outcomes, and assign it to the outbound queue. - Required Define global properties for campaigns by completing Outbound Setup. Required Ensure the CRM object from which a campaign extracts data has phone data. - Required Identify and map call outcomes that require disposition actions. - Required Determine a schedule to initiate and terminate the campaign Optional Plan a daily calling schedule for the campaign. - Optional Identify a CRM field to capture the call outcome through transaction codes for recycling a campaign. - Optional Identify a CRM field to capture the Do not Call disposition. - Optional Determine the campaign search and sort strategy. - Optional Identify Supervisors to monitor and/or control a campaign. - Optional Creating a campaign involves the following tasks: Define campaign properties Assign Supervisors to campaigns Define a search strategy to filter the call list Sort campaign records Assign pre-recorded messages to campaigns 10

17 8x8, Inc Dialer with Campaign Management To create a campaign: 1. In the Configuration menu, click Campaigns tab. 2. Click Add to begin creating a campaign. The Properties tab opens. Outbound Setup, Disposition Action Tab a. Enter or select the following campaign properties. Campaign Properties Description General Properties Enabled: Check to enable the campaign. You can run a campaign if enabled. Campaign Name: Enter a campaign name. Queue: Select an outbound Queue to direct the campaign to. Caller ID: Select the phone channel number configured for the tenant, or Anonymous. CRM Objects: Select a CRM object from the list configured in the Outbound Setup. Start and End Time Schedule a campaign with Start and End Date, and Time values. The values specify a start and end date and time for a campaign. The campaign event initiates based on the specified schedule. Start Date: Specify a date to initiate the campaign. Start Time: Specify a time of the day to initiate the campaign. End Date: Specify a date to end the campaign. End Time: Specify a time to end the campaign. Note: A scheduled campaign follows the tenant time zone. 11

18 8x8, Inc Dialer with Campaign Management Campaign Properties Daily Call Start and End Time Description Enable and select a daily schedule to further control the time campaign calls are offered to agents daily. This setting ensures the calls are offered based on a default schedule, or a custom schedule, and uses area code or time zone. Enabled: Check to enable the daily call start and end time. Schedule: Select a default schedule, or a custom schedule. Area Code: Select this option to offer calls in the time zone based on the area code of the outbound phone number. Time Zone: Selecting a time zone from the drop down menu offers calls in the specified time zone. Select from 35 different time zones catering to all over the world. Note: Default or custom Schedule refers to the schedule specified for the tenant in Home > Schedules tab. Retry Properties Auto Update Define retry attempts for unsuccessful campaign calls. You can define the retry frequency and the maximum number of retry attempts before dropping the number from the call list. Select a CRM field to be updated with transaction code report text, or short codes. This data may be used to filter a campaign for further processing. Note: The CRM field has to be included in the Outbound Setup. You may create a new CRM field to capture the disposition of each call. For each campaign cycle, create a new CRM field to capture the disposition for the cycle. Otherwise, the disposition from the next campaign cycle overwrites the disposition in the current cycle. Do Not Call Select a CRM field to be updated with a code to filter records that requested not to be called again. b. Save the campaign properties and proceed to Supervisors tab. 3. Assign campaign controlling and monitoring privileges to Supervisors in the Supervisors tab. Outbound Setup, Disposition Action Tab a. Select Monitor attribute to allow supervisors to access real time statistics about the campaigns. b. Select Control attribute to allow supervisors to start or stop a campaign through the Supervisor Agent Desktop. c. Click Save to save the supervisor settings and proceed to Filter tab. 4. Define search criteria to streamline your query in the Filter tab. 12

19 8x8, Inc Dialer with Campaign Management Campaigns, Search Tab a. Select CRM field names and specify a value. You can nest multiple search criteria to create a complex query. b. Click Test to validate the query and see the number of records that matched the criteria. c. Click Save and proceed to sort order. The example query above extracts customer records with Credit Rating greater than 700, and Expense in the last 6 months greater than 30000, and Expense in the last year greater than , and with an income range between 3 and Select CRM field/s for sorting the campaign call list in the Sort tab. The call list is sorted in the order specified and fed to the queue. Figure 7: Campaigns, Sort Tab 6. Assign audio files for a campaign in the Audio Files tab. If you uploaded audio files during outbound setup, you can find the list of those files here. 13

20 8x8, Inc Dialer with Campaign Management Campaigns, Audio Files Tab a. Select the files in Available Audio Files window. b. Click Menu > Assign on the top right hand corner of the Available Audio Files pane. c. To un-assign an audio file, select the file from the Assigned Audio Files window and click Un-assign from the menu. Executing a Campaign After creating a campaign, you can manually start or schedule the campaign. If you defined scheduling attributes in the campaign properties, the campaign executes as scheduled. If not, you should start the campaign manually. As an administrator or a privileged supervisor, you can start, pause, purge, or stop a running campaign at any time. Note: Campaigns are controlled by administrators and privileged supervisors only. An administrator controls the campaigns from the Configuration Manager, while a supervisor controls campaigns from the Campaign Management tab of Monitoring windows in the Agent Console. To execute a campaign: 1. Click Campaigns tab. 2. Click Start Now to manually start the campaign. The campaign status changes from New to Manually Running. OR 3. Click Schedule to initiate the campaign as scheduled. To pause or purge a campaign: 4. Click Control menu for the campaign. 5. Click Pause from the drop down menu. The campaign pauses retaining all calls in the queue. 6. Click Purge from the Control menu to purge all calls from the queue. 7. Click Resume from the Control menu to resume a paused or purged campaign. To copy a campaign: 8. Select a campaign and click Copy from the Edit menu. 14

21 8x8, Inc Dialer with Campaign Management A copy of the campaign is created. A campaign assumes varying status based on how it is controlled. The campaign status informs you if the campaign is ready to run, currently running, stopped, or completed. Campaigns can be in one of the following statuses: a. New Campaigns that are newly created that have not been started or scheduled. b. Scheduled Campaigns that are scheduled to start. c. Manual Running Campaigns that have been started manually. These campaigns go into running state right after it s started. d. Scheduled Running Campaigns that have reached scheduled start time and are running e. Paused Campaigns when paused stop feeding calls to the outbound queue until resumed. Paused campaigns retain calls already in the queue and offer them to agents. f. Purged Paused campaigns when purged remove all calls from the queue. You can resume purged campaigns. g. Manual Stopped Campaigns that are manually stopped. You cannot resume stopped campaigns. h. Scheduled Stopped Scheduled running campaigns that have stopped on reaching the scheduled stop time with unprocessed calls. i. Completed Campaigns that have processed all records. Important You cannot modify campaign properties, or filter the search query or sort order after initiating a campaign. You cannot restart a stopped campaign. Once a campaign initiates, changes to the CRM do not reflect in the campaign as a snap shot of database is taken. 15

22 8x8, Inc Dialer with Campaign Management Agents Processing Campaign Calls The Dialer is an automated outbound phone based dialer that searches, and retrieves a target call list from campaigns defined by the Administrator. Campaigns are assigned to outbound queues while agents assigned to these outbound queues process campaign calls. On initiating a campaign, an agent in Available status is offered a campaign call. The control panel indicates an outbound call, while the display panel presents the contact record details. The agent previews the contact record, accepts, rejects or skips the campaign call. Agent Desktop offering campaign calls To process a campaign call: 1. Click Start to initiate the call. Your phone rings. a. Answer your phone. Destination number dials automatically. b. Click Options to see the processing options such as playing a pre-recorded message, recording the conversation, or selecting a transaction code. Note: Transaction codes mapped with disposition actions trigger follow-up actions. c. Select a suitable option and complete the call. OR 16

23 8x8, Inc Dialer with Campaign Management 2. Click Reject to reject the call. You status automatically changes to Work Offline. The call is routed back to queue for the next available agent. OR 3. Click Skip. The skipped record is marked completed and the next call is offered. If a campaign pulls CRM data with multiple phone fields, the list of phone numbers presents in a pull down menu when a campaign call is offered to an agent. Control Panel, Choosing a Phone Number for a Campaign Call Setting up a Retrial Attempt or Scheduling a Call back If a campaign call fails to reach the called party, you can setup retrial calls or schedule a call back automatically by selecting appropriate transaction codes that map to the following disposition actions: Try Again: sets up retrial attempts for a call as specified by the administrator. The retrial call is placed back in the queue and offered to any available agent at the specified time interval. For example, if you fail to reach the called party during a campaign call, you can select a transaction code such as Ring, No answer, or Reached third party, which map to Try Again disposition action triggering retrial attempts for the call. Schedule Call back: allows scheduling a call back to a campaign customer, and pops up a reminder at the scheduled time to the same agent. The agent has to manually place a call. 17

24 8x8, Inc Dialer with Campaign Management For example, on reaching a destination number, if a customer suggests a time to call back, you can select a code to schedule a call back based on the customer s convenience. If you select a transaction code that triggers schedule call back, you are prompted to schedule a time for call back using the calendar. Specify a date and time to call back. A task is automatically created for the call. A reminder pops up a few minutes before the specified scheduled call with the call log. Click the call log to view the details of the scheduled call. The agent has to manually place the call to complete the task, and dismiss the task in the Reminder window. Supervising the campaigns Supervisors with campaign monitoring, and controlling privileges can monitor real time campaign status, statistics and control campaigns using the Campaign Management window in the Supervisor Agent Desktop. Campaign Management Total Records: Total number of records fetched by campaign manager from data source. Records Completed: Total number of records processed by a campaign. A record is considered completed if calls generated for the record are accepted and completed by one or more agents and no more retry is scheduled or number of retry reached the max allowed. Records Skipped: A record is considered skipped if a call generated for the record is skipped by an agent. The call will be removed from the queue once skipped. Calls Offered: Total number of calls offered to an agent. If the same call/interaction is offered to multiple agents multiple times, offered count does not increase since the offer event belongs to the same call. Calls Accepted: Total number of calls accepted by agents in real time. Calls Completed: Total number of calls processed by agents. This number is the same as the calls accepted, and updates once the call ends. Average Processing Time: Average time for a call getting completed including postprocessing time. 18

25 8x8, Inc Dialer with Campaign Management Campaign Detail On campaign monitoring page, supervisor can view the brief details of a campaign by clicking on a campaign name as shown. Campaign Details In addition to the campaign configuration, it also provides campaign run time and stop time if available. Historical Reports for Campaigns Supervisors are allowed to generate reports of the campaigns they supervise. New campaign filter is added to allow supervisor to filter the report data by selecting desired campaigns. Reporting > Campaign Reports The following reports exclusive to campaigns are added: Campaign Details: The report provides information about campaigns including campaign name, status, start and end time, total number of records processed, and statistics of calls processed based on the wrap up codes. 19

26 8x8, Inc Dialer with Campaign Management Campaign Record Details: The report details each campaign record providing information on the status of each call, phone list available for each record, transaction information, the phone number called previously, time the call was completed, disposition action, wrap up code, and more. You can select a single campaign, or multiple campaigns for reporting. Campaign Transaction Details: This report includes transaction details for each call such as the processing time for each transaction, post processing time, total processing time in addition to the campaign record details. 20

27 8x8, Inc Virtual Contact Center Release Notes 7.0v External CRM Integration With 7.0 release, the Virtual Contact Center now integrates with two more external customer resource management systems. Microsoft Dynamics CRM Zendesk Help Desk system Integrating an external CRM with Virtual Contact Center requires: Enabling and defining Screen Pop settings in the Configuration Manager Setting up external CRM login credentials in the agent s profile. Enabling CRM Integration To enable CRM integration for a tenant, administrator has to configure Screen Pop settings in the Configuration Manager. The configuration requires you to select the target CRM, provide the target attributes, define landing pages, specify events that trigger Screen Pop, and specify popup window properties in the Configuration Manager. An agent has to then save the login credentials of the external CRM account in the agent s profile. Integration enables searching for records containing phone data matching caller ID, and pops up the corresponding record/s for specific events. Integration, Screen Pop tab 21

28 Virtual Contact Center Release Notes 7.0v External CRM Integration Microsoft Dynamics CRM Integration Features Supports Phone and Voic media. Supports out of the box integration with Account and Contact objects, while customization supports Lead, Case, Opportunity, and Task objects. Supports Screen Pop based on matching caller ID. Allows creating a new record in the absence of a matching caller ID. Supports Screen Pop for Web Callback transactions. Supports auto call log from a Click to Dial request provided with a record ID. Creates auto log for phone and voic transactions based on Account and Contact objects. Configuring Microsoft Dynamics CRM Integration Configuring Microsoft Dynamics CRM involves defining Screen Pop settings, and setting up external properties in the agent s profile. To define Screen Pop settings for Microsoft Dynamics CRM: 1. Navigate to Integration > Screen Pop tab in the Configuration Manager. 2. Check Enable Screen Pop option. 3. Select the Target Type Microsoft 4. Enter the Service Name. The service name is the URL used to login to your Microsoft Dynamics account. For example: AcmeJets.crm.dynamics.com 5. Enter the settings for Landing Pages. Landing page defines the web page you want the agent to land in upon logging into the Agent Console. You can enable s tab, and/or a custom tab. 6. Define events that trigger a Screen Pop such as the offering, or accepting, or completing a transaction. You can select all the events. 7. Optionally, open a new window for Screen Pop, and specify its size and position. Agents already logged in will have to log out and log back in to benefit from the configuration change. To set up external CRM properties in an agent s profile: 1. Login to your Agent Console, and navigate to My Profile. 2. In the External Setup, enter the username, and the password to login to your Microsoft Dynamics account. Save your settings. 3. Logout and log back in. Follow the prompts to open your CRM account in the Agent Console. Note: Single sign-on is not supported. 4. You are prompted to login to the Microsoft Dynamics in a separate browser. Login, and close the window. 5. In the Agent Console, click Go to Home link. Based on the settings, when an incoming call is offered/accepted/completed, the matching record/s pop in the same window as the Agent Console, or in a new window. 22

29 Virtual Contact Center Release Notes 7.0v External CRM Integration Limitations Does not support Single Sign-On functionality. Does not support custom objects. Does not support auto log for objects which require custom integration. Known Issues Functions only on the Internet Explorer. Does not support other browsers. May cause errors performing some CRM operations such as saving a CRM record, marking a task complete within the iframe of the Agent Console. Zendesk CRM Integration Features Supports Phone and Voice Mail media. Supports Screen Pop for inbound transactions based on matching caller ID. Searches and retrieves records that match phone number in specified formats. Allows creating a new record in the absence of a matching caller ID. Supports Single Sign-On functionality. Support for SSL enabled Zendesk CRM accounts. Configuring Zendesk CRM Integration Configuring Zendesk Help Desk integration involves defining Screen Pop settings, and setting up external properties in the agent s profile. To define Screen Pop settings for Zendesk: 1. Navigate to Integration > Screen Pop tab in the Configuration Manager. 2. Check Enable Screen Pop option. 3. Select the Target Type Zendesk. 4. Enter the Service Name. The service name is the web address where your help desk is hosted. For example: acmejet.zendesk.com. Note: If you have enabled SSL for your Zendesk account, enter 5. Enter the Login URL. Append /access/login to the service URL. For example: Note: You must add to the Login URL. 6. Branding URL: is the custom URL provided by Zendesk if you have customized your help desk to match your corporate domain s look and feel. For example, support.acmejet.com instead of acmejet.zendesk.com 7. Enable Customization: This option allows tenants to provide customization script to customize the CRM workflow, search, query etc. If enabled, requires a Script URL. 23

30 Virtual Contact Center Release Notes 7.0v External CRM Integration a. Enter a valid Script URL that points to the location of the custom script. Customization replaces features and functionality of the standard integration with the custom functionality. 8. Check Use Remote Login: This option enables support for the Single Sign On security settings in the Zendesk account. a. Enter a valid API token to enable searching of the CRM. 9. Enter the settings for Landing Pages. You can enable s tab, and/or a custom tab. To enable custom landing page: a. Check Enable custom landing page. b. Enter Title for the landing page. For example: My Support Desk c. Enter URL: $serverurl$/home Note: The above URL launches the home page of your Zendesk account. You can replace the URL with your preferred page to login. 10. Define events that trigger a Screen Pop for a transaction. You can configure a Screen Pop of a corresponding record for the following events: a. When an agent is offered a call b. When an agent accepts a call c. When an agent ends a call 11. Optionally, open a new window for Screen Pop, and specify its size and position. Agents already logged in will have to log out and log back in to benefit from the configuration change. To set up external CRM properties in the agent s profile: 1. Login to your Agent Console, and navigate to My Profile. 2. In the External Setup, enter the username, and the password to login to your Zendesk account. Save your settings. 3. Logout and log back in. You are automatically signed into your Zendesk account. You can perform Zendesk operations from within the Agent Console. Zendesk Integrated Agent Console Note: When you add/edit data in the Zendesk Web User Interface, the data synchronization is not immediate, and hence may result in inaccurate search results. 24

31 8x8, Inc Virtual Contact Center Release Notes 7.0v IVR Enhancements With 7.0 release, the Virtual Contact Center IVR introduces new capabilities to test the condition of queues, catch calls that would inadvertently hang up in a flawed IVR, know the longest waiting call in a queue, and to back track when a call reaches a non terminating exit condition. The Virtual Contact Center IVR is enhanced with: Test Queue Test Queue object Back tracking capability Longest wait time Default Terminating node A Test Queue provides a mechanism to test the condition of a queue before entering a queue. Test queue provides a set of conditions which when met can trigger specified actions. The test queue object gives IVR designer a lot more routing and announcement flexibility by allowing repeated testing of queue status. You can insert a Test Queue object anywhere in the IVR tree. The object enables you to test conditions and determine queue conditions at a given point of time. A Test Queue has two exit points: Condition matched Condition not matched The Test Queue offers conditional tests that determine routing choices based on agent availability or queue performance. The tests can check if: There are no qualified agents waiting in the queue. There are no qualified agents logged in. There are number of calls in the queue ahead of this call. There is a call waiting longer than seconds in the queue. The instantaneous expected wait time calculation for a call exceeds seconds. If a specified condition matches, you may play a message to announce the approximate call waiting time, or direct a call to voic , or another queue providing better user experience. If the condition does not match, you can run another test queue, or vice versa. The test queue can be used to test multiple conditions in the queue. The test result from the first test is cached and to allow repeated tests on a stable snapshot of queue data. The snapshot cache expires after 5 seconds. If a message is played between test queue queries there is a good chance that the test queue results may have changed. 25

32 Virtual Contact Center Release Notes 7.0v IVR Enhancements Example: During a snow storm if an airline is experiencing high call volume, callers to the Airline Help Line do not have to stay connected waiting for a representative without any idea of the situation in the queue. If you introduced test queues in the IVR to check the condition of the queue, you can inform a caller of an approximate wait time through a message. IVR Script 1 The IVR script 1 illustrates how a Test Queue object can be used to check the condition of a queue before transferring a call to it. The script starts by checking if the contact center is open. If it is open, then introduces five test queues to check the condition of a queue, determine an approximate call waiting time, and take appropriate actions based on the test results. Let s review the test conditions and results. The script shows the test queues numbered from (1) to (5): 1. The Test queue (1) checks if there are no agents logged into the tenant. If the condition matches, plays an emergency closure message and terminates the call. If the condition does not match indicating agents are logged in, test queue (2) triggers. 2. The test queue (2) checks if logged in agents are busy (not waiting). If true, triggers test queue (3). If false, forwards the call to queue where agents are available to answer the call. 3. The test queue (3) checks if a call in the queue has waited longer than 1 minute. If true, triggers next queue. If false, plays a message Your expected wait time for this call is less than 3 minutes, and forwards the call to a queue. 26

33 Virtual Contact Center Release Notes 7.0v IVR Enhancements 4. The test queue (4) checks if a call has waited longer than 2 minutes. If true, triggers TQ (5). If false, plays a message to indicate an expected wait time and forwards the call to a suitable queue. 5. The test queue (5) checks if a call has waited longer than 5 minutes. If true, plays a busy tone, and terminates the call. If false, plays a message to indicate an expected wait time and forwards the call to the queue. Thus Test Queue object evaluates agent availability and queue performance before transferring a call to the queue. Note: Live experience would provide experience feedback to improve the test tree thresholds and corresponding expected wait announcements. Small populations of agents require coarse measurements and announcements whereas a large population of agents is far more predictable and can use more granular strategies. Longest Wait Time The current IVR has the ability to check the condition of a queue and overload if certain conditions are met. Now a relatively simple test is added to check if there is a call in this queue that has waited longer than xxxx seconds. If this condition matches, you can take appropriate action to inform the caller of an approximate waiting time. This update applies to both Forward to Queue and Test Queue objects. Longest Wait Time test condition Note: Migrating from 6.8 to 7.0 platform the Longest Wait Time test option shows in the existing script. To activate the new test option, you must re- save the current IVR tree. 27

34 Virtual Contact Center Release Notes 7.0v IVR Enhancements Back Tracking Prior to 7.0 release, every possible exit branch in an IVR tree required an explicit Forward to Queue, Forward to Voic , Forward to External Number, Forward to Agent or Goto directive. In the absence of this directive an IVR branch automatically hung up a call. These Forward to directives are classified as IVR Terminating Conditions. The former requirement for an explicit IVR Terminating Condition at every possible exit branch created a situation where it was easy to overlook rarely used logic and unintentionally hang-up on some callers. The 7.0 release introduces Interactive Voice Response (IVR) Back Tracking feature to support the new Test Queue feature and to help alleviate unintentional hang-ups with a new Default Termination feature. The IVR tree branches without a Terminating Condition cause the IVR logic to backtrack (or move on) to the next logical branch in the tree. IVR logic flows from the current branch to the next branch below to the extent that the next branch is not a part of a condition that isn t valid. In this case the IVR logic seeks the next branch below that is not in the scope of conditions being tested or selected. For example, the back tracking mechanism ignores all following or all possible choices within a Schedule, Menu or Test branch as it does not make any sense to direct the call to those choices. The backtracking term applies because the logic backtracks out of exhausted Schedule, Menu and Test branches prior to continuing to the next branch below. Along with the creation of backtracking logic there is now a Default Termination branch at the bottom of every IVR tree. Now if the backtracking logic reaches the last branch at the bottom of the tree you can pick an explicit Forward to choice rather than just Hang Up. Note: Backtracking is limited to a single IVR tree and hence does not travel through another tree during IVR chaining. Test Queue with backtracking is useful to check the condition of a queue before a call is directed. Multiple test criteria can be used to check the condition and backtracking ensures the call exits the IVR in a controlled manner. 28

35 Virtual Contact Center Release Notes 7.0v IVR Enhancements IVR Script 2 Example: IVR Script 2 is a functional replica of IVR script 1. While the script 1 specifies actions for each condition matched, script 2 uses backtracking for each condition matched with no terminating conditions. In test queue (1), actions are specified when a condition matches. From test queue (2) through (5), when a conditional test passes, in the absence of a terminating condition, the call backtracks to the parent Test Queue branch, and triggers the test queue in the next branch below. When the condition for Test Queue (5) matches, the IVR logic backtracks to the parent Test Queue [q greater 5 min], and processes the next branch, plays a busy tone, and backtracks to the parent Schedule and processes the next branch which is the Default Termination that hangs up the call. Benefits A script which implements backtracking Reduces the possibility of errors with its linear design. Improves clarity and readability. Default Termination Prior to 7.0, IVR programming errors and omissions resulted in call drops leading to unpleasant user experience. For example, if a call landed on an IVR node with a non terminating exit criterion such as 29

36 Virtual Contact Center Release Notes 7.0v IVR Enhancements Play or Label, and no follow-up actions, the call terminated. To improve the user experience, IVR tree now provides a default termination action node that catches all calls that inadvertently dropped due to flawed IVR previously. IVR tree has two primitives/nodes: Main IVR Default Terminating Node. The default termination node is the last node in the IVR tree and cannot be deleted from the tree. You can add IVR primitives between these nodes only. Default termination catches calls, and treats them with one of the four exit options: Forward to Queue: Directs the call to a queue. Forward to Voice Mail: Directs the call to a voice mail queue. Forward to External Number: Forwards the call to an external phone number. Hang up (default option to ensure backward compatibility): Terminates the call. IVR Script showing Default Termination Action Note: Migrating from 6.8 to 7.0 platform the Default Termination action node shows in the existing script. To activate the node and use the exit options, you should modify and re-save the current tree. 30

37 Virtual Contact Center Release Notes 7.0v IVR Enhancements External IVR The Virtual Contact Center IVR tree now introduces External Interactive Voice Response (IVR) that allows a tenant to relay a customer call to an external IVR server, complete a self service authentication, and resume the call as desired by the customer. The entry point for an incoming call remains the Virtual Contact Center IVR, with external IVR as an additional tree node within it. You can integrate with an onpremise or hosted IVR server outside of the Virtual Contact Center. 31

38 Virtual Contact Center Release Notes 7.0v IVR Enhancements Benefits Allows tenants to utilize a more robust external IVR system with capabilities such as voice recognition. Embeds within the existing IVR server. Redirects an incoming call to an external SIP URI address, or a phone number, which lands on an external IVR system. Notifies interaction router with call information, such as call/connection id/sip call id. Detects hang-up event and redirects a call to a predefined or assigned destination. Provides the capability to resume within the Virtual Contact Center IVR tree. Provides contact center status information such as basic queue statistics, agent availability, etc., on demand through a RESTful API for real time statistics. Provides an External IVR API to relay customer data and target queue selection information from the external IVR server to the VCC server. The data flow requires a SIP connection. IVR Tree with External IVR 32

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