Configuring Difference s Dialler

Configuring Difference s Dialler

Contents Introduction... 4 Global Navigation... 4 Logout... 6 System Setup... 7 System Options Tab... 8 Global Agent Options... 9 Agent Features... 11 Emergency System Override... 13 Creating and Managing Agents... 14 Adding New Agents... 14 Adding Multiple Agents... 17 Supervisor Access... 18 Creating New Teams... 19 Setting up a New Queue... 20 Outbound Queue... 21 Abandon Audio... 22 Audio Messages... 28 Retry Times... 29 Max Attempts... 30 Inbound Queue... 31 IVR Queue... 37 Message Queue... 41 Broadcast Queue... 42 SMS Outbound... 45 Assigning Agents to Queues... 46 SMS Broadcast... 48 Import Data... 50 Edit Database Fields... 57 Export Data... 59 Database Management... 62 Add a New Record... 62 Add a New Campaign... 63 Dataset Management... 64 www.differencecorp.com 2

Outcomes... 65 Advanced Outcomes... 67 Adjust Callback Command... 68 Send Email... 68 Change Dataset... 69 Quick Outcomes... 70 Time of Day Policies... 70 TOD Policy... 70 Levels... 71 Default Action... 71 Phone Book... 73 Disable/Remove Numbers... 74 DNC... 74 Trash... 76 Admin Change Log... 76 Callback List... 78 Creating a PBX... 79 Creating an Individual Phone Account... 79 Using a Phone Account... 81 Edit Phone... 82 Allocate Numbers... 84 Choosing New Numbers... 85 Confirming Your Choices... 86 Report Builder... 87 Help Wizard... 92 Billing... 93 Dialler Glossary... 93 www.differencecorp.com 3

Introduction The intended audience for this manual is the administrator setting up your dialler. This manual shows you how to set up and configure your campaign step-by-step. Log in to your campaign at www.differencecorp.com/dialler and select Log in to your dialler account. When prompted, enter your contact centre name, username and password. You will then be presented with the global navigation system. Global Navigation The global navigation system enables you to quickly move around the main modules of the dialler. It can be found on the left side of the dialler screen. www.differencecorp.com 4

If your screen or window size is too small the navigation menu is hidden and the toggle button is displayed. This enables you to see all your content and only view the navigation when needed. Clicking the toggle button will show the navigation menu; clicking the toggle button a second time will hide it. Alternatively, you can expand the window (if your screen allows) and the navigation menu will appear. Click on the corresponding icon to move to a different module of the dialler. There are several icons that will be displayed depending on your user privileges. If you hover over an icon it will bring up a tooltip showing the module that corresponds to the icon. www.differencecorp.com 5

Logout Global navigation is also what you use to log out of the dialler. To access it first you need to hover over your avatar to display the Logout button. Clicking the avatar will show the Logout button. If you are not connected to make or take calls clicking on the Logout button will log you out immediately. If you are still connected to the dialler to make or take calls, when clicking on the Logout button you will be asked to select a logout reason from the list provided. www.differencecorp.com 6

Clicking on your avatar will swap the Logout button for your name and Agent ID. Clicking it again restores the Logout button. Go to Admin and select System Setup. System Setup Here you can edit different settings in your dialler. For example, you can change the different phone settings and set the default script for your company. www.differencecorp.com 7

System Options Tab You can input a Script Text here that is visible to all your agents. The script can contain tokens that pull data into the script based on the set-up (e.g. agent name) or the customer record (e.g. customer name). If a queue has its own script then it is that queue s script which will be visible to agents for calls on that queue and not the script input under System Setup. Allowed IPs: you can limit which IP addresses your agents can log in from. You can extend this limitation to your administrators, as appropriate, in the Include Admins field. Timezone allows you to determine which timezone is represented in the reports. Timezone on Reports allows you to change the timezone in the Reports screen itself. Company Logo: you can upload your own company logo to appear on your campaign. Your logo has to be in jpeg, png or gif format and will be displayed at the top of your dialler screens. If your image is too large it will be clipped. The ideal size is 250 pixels wide by 100 pixels high. www.differencecorp.com 8

Global Agent Options Here the administrator can select the ways in which the agents can log in. For example, if you only want the web phone to be used, tick only the web phone checkbox. Then, when an agent logs into the campaign they will only see the option for the web phone and it will force them to log in this way. If you want to give your agents flexibility to log in via all possible methods, you will need to select all 3 options. Web Phone allows agents to login using the Java web phone. Agents must have Java installed on their PC to log in via this method. To download Java, go to http://java.com/en/. Note that agents will occasionally be asked to update their Java instance prior to logging into the web phone following the release of new Java updates. Soft Phone allows agents to log in using a voice over IP soft phone. Agents must have soft phone software installed on their PC to log in via this method. There are various soft phone downloads available, e.g. X-Lite. Soft phones handles jitter better than web phones and so tend to give better call quality. www.differencecorp.com 9

Desk Phone allows agents to log into the dialler using a standard desk phone. On Demand this is for agents who only make or take calls intermittently throughout the day. With Agent on Demand they can be logged in but go about other business. Selecting Manual Call enables your agents to manually enter any number and make calls from the Agent Wait Screen. Cold Transfer: if selected, agents can transfer the customer to a third party using the dialler s TPT feature without speaking to that third party first. Pause Recording: this enables agents to pause recording when sensitive information is being disclosed during a call, e.g. credit card details. The recording is resumed when Pause Recording is pressed again. Call Highlighting allows agents to highlight parts of a call. When this feature is enabled the Call Highlights Report will be accessible to administrators under Reports. Show Balance to Agents: enables agents to see the top-up balance remaining on the dialler. Show Balance to Supervisors: enables supervisors to see the top-up balance remaining on the dialler. Enable tags: agents can use this feature to tag multiple outcomes. Go to Reports > Tags Report for a breakdown of calls by tag. You can view the number of tags per call and hyperlink for details of those tags in the Calls Report. Tags can be made mandatory. Once you select Yes to enable tags, the option to make them mandatory becomes available to you. www.differencecorp.com 10

Agent Features www.differencecorp.com 11

Wrap Warning: if an agent is in wrap and there are inbound calls queuing on queues that the agent is assigned to, a warning is shown to the agent. The Warning Alert Time is the amount of time before that warning is shown to the agent. If you activate Wrap Warning please ensure that you allow it past any pop-up blockers your agents may have set in their browser profiles. You can choose to have Wrap Warning set to: Off Flash Status Flash and Popup Flash and Alert Play Audio & Hangup and Hang Up Audios: when enabled, Play Audio & Hangup allows the agent to hang up a call and leave a message for the customer. The administrator can select the audios that agents can choose from by holding down CTRL and selecting the.wav files in the drop-down menu in the Hang Up Audios field. The hangup audios are first imported into the dialler via the Import Data tool. If agents are given the choice of multiple audios they select which audio to play in the agent desktop at the point of leaving the message. Show Callbacks lets agents see their personal callbacks on their agent screen, allowing them to view a callback before it is tried or to reschedule it to an alternative time. The Callback Lookahead filters the callback display by week or month or simply shows all. Note that only agent-specific callbacks are displayed. General pool callbacks are not visible to agents in their agent desktop. Personal Queue Allocation: when enabled, queues can be set as personal to an agent. Show Redirect/Voicemail: allows agents to set their redirect option from the agent wait screen. This option is also used to make voicemails visible to agents assigned to the relevant queues. Extended Wrap: allows agents to stay logged in but on break. Extended Wrap Codes: here the administrator can configure the extended wrap statuses that agents can use to mark themselves on break and determine whether a wrap warning should be active on that status Logout Codes: a list of options for agents to use when logging out www.differencecorp.com 12

Emergency System Override Here you can choose to hide/show the Emergency System Override. When activated, Emergency System Override will redirect all inbound and broadcast queues according to the action that has been assigned. Note that outbound calls are not affected by Emergency System Override and need to be handled by agents by them closing down any active calls and logging out of the dialler. Next, to add your staff as agents so that they can make and take calls, go back into the Admin panel and click on the Agents& Queues tab. www.differencecorp.com 13

Creating and Managing Agents Click the Agents & Queues tab to go to the Agents tab. Adding New Agents To add a new agent, click on the Add Agent button. You will be required to choose the user level of the agent you are about to add: Admin, Supervisor or Agent. admin has full access: reports, creating queues, agent status screen, topping up, importing and exporting data, etc. They can also see the agent status screen which shows you the overview of your contact centre activity (calls queuing, transferred calls, status of agentse.g. wait/wrap, and allows you to listen in live when agents are on calls); supervisor will have agent rights as well as access to see individual reports that the administrator has chosen for them. agent only has access to log in and take or make calls; You will be required to input the agent s full name, username and password and to choose whether you want them to listen to the radio between calls. Repeat this for each agent. The agent s details will then appear at the bottom of the page. www.differencecorp.com 14

Personal Queue: if you have set up a personal inbound queue for an agent here is where you associate it with that agent. AOD DDI: if you intend the agent to use the Agent on Demand feature, enter the number of the telephone that you wish the agent to take the calls on here. AOD Lock: restricts the Agent on Demand DDI to the number given in the AOD DDI field above. Music: lets you choose which radio station the agent is tuned into between calls. No music is also an option. Agent Announcement: the audio selected here is played to the customer when a call begins. It is only recommended in certain scenarios as delay between live contact between the agent and the customer could increase customer hang-up rates. Note that the relevant outbound queue needs to have Agent Announcement set to On in order for this setting to be active. The announcement can be generic to all the agents assigned to that queue or can be specific to each agent. Note that agent announcements are not triggered on manual outbound calls. Userfield: you can input here an alternative name for the agent. The alternative name can be pulled into agent scripts or can be used as part of a dialler/crm integration. www.differencecorp.com 15

Agent v2: here you can toggle between the current agent desktop and the traditional agent desktop. Next to each agent s name is an edit button (symbolized by the gear wheel). Clicking this button will bring up a drop-down box which will give you the options of editing the agent, assigning queues, logging in as the agent and deleting the agent. Clicking Edit will allow you to change any of the user's details (apart from user ID). Passwords have been ***** out for security reasons. To change a password simply overwrite the existing password with the new one. www.differencecorp.com 16

Login as Agent: administrators can now login as an agent to see if that agent is receiving the calls they should be (i.e. that they are assigned to the correct queues) or to check that agent s personal callbacks in the wait screen. Click Assign Queues to assign the agent to queues. Agents can be assigned to one or multiple queues. Remember to select the relative priorities the agent should have for each queue. A priority of zero means that the agent will not receive calls from that queue. For your agents to make a manual call, they will also need to be assigned to an outbound queue. Any agents on inbound queues who plan to transfer calls also need to be assigned to an outbound queue as the transfer leg of the call becomes an external call. Once your queue selection has been made you MUST click Save changes for the changes to take effect. Delete will move the agent account to the Trash Can and the agent will be removed from all queues and will be unable to log in. Deleted agents can be recovered from the Trash Can. Adding Multiple Agents There is now a new option under the Add Agent button which allows you to upload agents in bulk. www.differencecorp.com 17

Choosing the template will download a file that gives you the headers and examples of how to upload your data. Please remember to upload in CSV (comma delimited) format only. Supervisor Access The supervisor function enables you to give limited administrator privileges, for example, to occasional users. For example, if you want any agent to access any call recordings across any campaign, simply set them up as a supervisor with the relevant supervisor page permissions (Admin > Agents). If you only want agents to access call recordings within specific campaigns, for example, here s the way to do so: a. Make the agent a supervisor b. Give the supervisor access to the relevant page permissions, e.g. Agent Monitor (to listen to active calls), Agent Status Overview and Calls Report (to listen to completed calls) c. Make sure that the supervisor is only assigned to the queues associated with the campaign in question There will be some leakage across campaigns in the sense that supervisors will be able to see queue names, etc., associated with other campaigns, but they won t be able to retrieve stats for those campaigns. Note that each supervisor you set up can have different page permissions, if appropriate. So Supervisor 1 can be given access to Agent Monitor and Agent Status Overview, for example, and Supervisor 2 can be given access to the Calls Report. There is no conflict as in, it is not one rule for all supervisors. www.differencecorp.com 18

Supervisors can be assigned to individual queues for reporting purposes (for example, if you only want them to be able to view reports/stats for agents on queues in a particular branch). By giving supervisors access to Calls Reports they can see which calls have been made or received. By giving them access to Call Recordings too, they can play/download the call recordings from the Calls Reports too. Creating New Teams You can now create teams for your agents, e.g. sales, support, etc., to group your agents together. This is useful for reporting purposes (you can filter by teams under the Agent filter field as well as on an individual agent basis). Click Add Team, enter a team name and then the team members. To edit teams, e.g. to add a new member, simply click on the gear wheel and make the relevant change. www.differencecorp.com 19

Setting up a New Queue You can set up a new queue within the Agents & Queues module or by using the Queue Wizard. The dialler supports seven types of queues: Inbound, Outbound, Broadcast, IVR, Message and SMS Broadcast and SMS Outbound the first four of which can be created using the Queue Wizard as well as by using the Agents & Queues module. Queues can now be deleted by administrators. Any deleted queues can be retrieved from Trash in the Admin tab. Note that recovered queues will have a default priority of OFF. You can change this by making the appropriate change directly in the Queues tab once the queue has been recovered. Inbound and outbound queues are associated with calls connecting to agents. Message and IVR queues are used to answer incoming calls and automate playing pre-recorded files to the caller. Broadcast queues are where the dialler dials many numbers simultaneously without agent interaction, and then connects calls that are answered to an IVR, again without agent interaction. SMS queues are used to send out text messages from the dialler. Agents can be assigned to any number of inbound and outbound queues at once. For example, an agent may be assigned to an outbound queue which is calling a list of prospective customers, and also to an inbound queue which is for those customers calling back after missing a call made by the outbound queue. In larger outsourced call centres, agents may be assigned to dozens of inbound queues answering calls on behalf of many other companies and different scripts might be displayed to the agent. Once a queue has been created it is important to remember to assign agents to the queue or callers will never be answered. You can do this from the Agents tab. Click the Queue Wizard to set up a queue. You will be asked which type of queue you would like to create. www.differencecorp.com 20

Outbound Queue An outbound queue is a queue where you are making calls out TO customers (dialling OUT). They are used to automate the dialling of a pre-loaded data file. As agents become available to take calls the dialler dials numbers from the data file and when it gets an answered call it bridges it through to the longest waiting agent. In Queue Wizard selecting Outbound will take you to the following screen: www.differencecorp.com 21

You will need to give your queue a name. Give it a transparent, meaningful name (e.g. sales_outbound_queue). You can set a Script Text here which will appear in a screen pop when the agent is connected to a call. The script can stipulate what agents say or be a guide for what agents should say to customers. Note that your script can include tokens that pull data directly into the script from the customer record. You can use any field in your campaign database e.g. {{Title}} {{FirstName}} {{LastName}}. You can also use {{agent:name}} {{queue:campaign}} Choose the campaign you would like to assign this queue to. Abandon Audio For outbound queues, it is an Ofcom requirement to have an abandon message to avoid customers receiving silent calls if a call is dropped. It is recommended that you state your company name and reason for calling out in this message. You can choose to upload existing example audio files on our dialler, ask one of our voice artists to record a message on your behalf or upload your own message. The audio file must be in.wav format. If you plan to record your own message, there is free audio recording software available such as Audacity (http://audacity.sourceforge.net/download/). www.differencecorp.com 22

Audacity will allow you to record messages using your microphone on your headset. Press the red Record button to begin recording. If you need to make another recording, click File -> New. Once you have finished recording your message click the yellow Stop button. To remove any gaps/pauses between the recordings with no audio, highlight this section of the recording when playing it back and press Delete on your keyboard. Once you have finished recording click File -> Export, which will allow you to save the file in wav format, ready for you to upload into your queues. Back in the dialler, select Upload New and then Choose File. Browse to the wav file you wish to upload from your PC and click Open. You can listen to the file using the speaker icon once the audio file has been uploaded. Click Save when you are satisfied. The dialler has a text to speech feature which allows you to type the message you would like and have it recorded in an automated voice. Choose the campaign you would like to assign this queue to and click Finish which will take you to the main Admin panel and display the message below: If you wish to edit further details such as ring time or wish to re-divert calls, you can do so by selecting the Finish & Advanced button. This will display the screen below. www.differencecorp.com 23

Under the Basics tab you can assign the campaign, give the queue a name, set a script, etc. Caller ID: any caller ID can be utilized that is already set up for inbound or IVR queues. Third party CLIs can only be used in exceptional circumstances (please contact support@differencecorp.com if you require third party CLIs). The IVR or inbound queues associated to the caller ID selected should be set up in advance so that if a called party dials back the caller ID they are played an appropriate message, and offered an opt-out from receiving further broadcast messages. When a new outbound queue is created the system will automatically assign a brand new caller ID. If this caller ID is used then any incoming call will be processed directly by the outbound queue processor. This plays any incoming messages that have been set up and also processes automatically Do Not Call requests. Agent Page: allows you to set the agent page in portrait or landscape, allowing for easier viewing of i-frames. It also includes the legacy agent page option which should not be used as this is a legacy option that is being phased out. Script Text: you can pop customers details as per the database fields using coding in this field e.g. Hi {{FirstName}} {{LastName}}, My name is {{agent:name}}, I am calling from {{queue:campaign}}. Do you have time to answer a few questions about your current insurance policy? If yes: When is your renewal date? Renewal: [[renewal]] What does your policy cover? [[policy]] You can input customers details from the database here by typing the standard database field name in {{ }} brackets or custom fields in [[ ]] brackets as shown above. Settings: here you can edit re-divert number, ring time (customer's end), dial mode, etc. www.differencecorp.com 24

Priority: is used by the dialler to decide how many numbers to call from each live outbound queue that waiting agents are assigned to. A queue with a high priority will have a proportionally higher number of dials than one of a medium or low priority. Call Recording: the call recording value decides whether calls are recorded or not. Call recordings are held on-line for six months. If recordings need to be retained for longer periods they need to be downloaded before the six month expiry period. You can use the Bulk Downloader tool to this end. Answer Machine Detection: this field selects whether, when the call is connected, the dialler attempts to determine whether or not it has connected to an answer machine and hang up the call immediately if it has. The detection system will detect approximately 40% of answer machines with 100% accuracy. If there is any doubt whether or not the call is an answer machine, the call is passed to an agent to process. The dialler can be set to one of three Dial Modes which vary both the pace of the dialling and the agent experience. The three dial modes are described below. Please note that dial modes should not be mixed. So, for example, if you have one agent assigned to three different outbound queues, all those queues should use the same dial mode. Progressive: dials one number for each agent waiting In this mode the dialler calls numbers in the background and only presents to the agent calls that have connected to the destination, at which point the customer record is also displayed. If answer- www.differencecorp.com 25

machine detection is enabled on the relevant queue, when an answer machine is detected the dialler dispositions the record accordingly and does not connect the call to the agent. When undetected answer machines or fax machines are passed through, the agent will need to make a manual disposition and click the confirmation button before moving onto the next record. The agent is not passed engaged, out of order or other types of connection that do not ring. Calls of this type are all dealt with in the background by the dialler and are not presented to the agent. Predictive: dials more than one number per agent to minimise agent wait time. This mode works as per the progressive mode, except that the dialler may dial more than one number for each agent waiting. The number of calls it tries at once is based on a complex algorithm which using various statistics to decide how many numbers it can dial to simultaneously minimize waiting times whilst staying within the Ofcom regulations. We recommend you only use predictive when there is a minimum of 8 agents available on the relevant queue. Preview: presents the record to the agent and dials it simultaneously In preview mode agents are presented with a customer record on their screen at the same time as the dialler starts to dial the customer s number. The agent will hear the ringing, or any other message that the network plays. Agents should be made aware that dials to some destinations that are invalid numbers or engaged will immediately send the agent to the Wrap status (red on their screens) rather than hearing any message or an engaged tone. At other destinations the agent will be played an appropriate network message (for example The number you have called is invalid ) or hear a standard engaged tone. The call may also not be answered, and ring until it times out. In all these cases the agent will need to disposition the record appropriately, and then click a confirmation button that they are ready to move onto the next record. The Answer Machine Detection function does not work in this mode. Sequential Dialling: when this setting is on, the dialler will try sequentially each of the three number fields in the customer record before calling another record. It will try the number populated in the HomePhone field and if that number fails to connect, it will set a callback for 2 minutes from that time for the number in the WorkPhone field, and so on. When sequential dialling mode is off, the dialler will try the first number in the record, move on to other records and then come back to try the next one in the original record sometime later. Call in Divert 2: if the default caller ID is used for the queue, callers are played the Intro audio file. If the Call in Divert 2 option is selected, and the caller press the 2 button on their telephone keypad, then the caller is diverted to the selected queue. For example this might be used where the message says You were called by A.B.C Ltd. If you wish to speak to an agent now please press 2, or press 1 to be removed from our dialling lists. Audio Messages: allows you to modify the messages customers hear when connected (before being transferred to an agent), or if they call back in, etc. You can either upload your own.wav format audio files, have us create your audio files for you using our professional voice artists, or use our automated text to speech function. www.differencecorp.com 26

The text to speech function allows you to input text to be read out in various accents. Some accents now have multi-voices- male or female (please note, this is not a language translator). To use this, click the text to speech tab which will bring up the screen belowhe: You simply input the text you would like the automated voice to read out, select the accent you would like to use from the drop-down menu and voice- either male/female s name. You can also play back this text to see how this sounds. Click Update when you are happy with the settings you have chosen. www.differencecorp.com 27

Audio Messages Abandon message: played to the customer if a call is ever dropped (it must state where you are calling from and the reason you are phoning to avoid silent calls). Welcome: played to the caller when connected and before speaking to an agent. Whisper: played into the agent s headset before a call is connected (useful if agents are assigned to several queues- for them to know how to address the customer). DNC Welcome: played immediately if the customer calls back an outbound queue number they were called on. DNC Intro: heard after the Welcome e.g. press 1 to remove your number. www.differencecorp.com 28

DNC Message: message used to capture customers numbers to automatically remove e.g. please enter your phone number followed by the hash key. DNC Thanks: e.g. thank you, goodbye. Retry Times The Retry Times tab allows you to change the time intervals in between attempts to call customers back when the dialler hits different call results. If all other call results are set to 0 minutes, the default retry will overwrite this. Busy/Engaged: time between engaged calls No Answers: time between unanswered calls Dead Line: retry time for dead lines www.differencecorp.com 29

Answer Machine: time between answer machine calls Abandon: time between abandon calls. Ofcom minimum is 4320 minutes. Max Attempts The Max Attempts tab refers to the number of times you would like to attempt to call a number in a record before the system completes it in the database (i.e. the number won t be called again). The number of maximum attempts can be increased or decreased as you wish. Note that Max Attempts only applies in queues that are in predictive or progressive mode. Queues in preview mode are not subject to these rules. www.differencecorp.com 30

Click Update when you are happy with the settings you have chosen. You can then check and edit settings in Queue Management, which can be accessed by clicking the Queues tab on the main Admin screen. The outbound queue you have just created will be displayed here. The settings icon on the right hand side will allow you to edit the settings, assign agents to the queue and delete the queue. Inbound Queue Inbound queues are calls where customers call IN to a company, e.g. for support/enquiries. Various options allow for callers to be played message on connection, after a preset time, repeatedly after a fixed gap, as well as to be transferred to another queue or phone number if no agent is available or they have queued for too long. When an inbound queue is created an 0845 phone number is automatically assigned to that queue and can be used immediately. Click Add Queue and then select Inbound. This will take you to the screen below: www.differencecorp.com 31

Input the queue details: queue name, whether you would like to activate an out of hours policy (see Time of Day Policies later in this manual), which campaign you would like to add this queue to and the script to appear to your agents when on calls (optional). Click Add when you are done. www.differencecorp.com 32

The Basics tab allows you to apply your time of day policy to this queue by selecting it from the drop down menu under Out of Hours Policy as shown above. By holding down CTRL you can select multiple numbers coming through under inbound numbers, e.g. numbers displayed on an outbound queue, so that if a customer receives a missed call from your outbound queues and decides to call back, they will be put through to an agent assigned to this queue. You can upload wav files to be played automatically to the customer when calling the inbound 0845 number assigned to this queue under the Audio Messages tab at the top. Welcome: this audio file is always played when a caller calls into the queue regardless of whether an agent is immediately available to take the call or not, or whether the call is out-of-hours as determined by the TOD Policy. Note that once this file starts it then completes before connecting calls to any available agents. So if you do choose to use a welcome audio we recommend that you keep it as short as possible so as not to cause unnecessary delays. Intro: this file is played only if an agent is not immediately available to handle the incoming call. For example All our agents are busy right now, please hold and we will connect you as soon as possible. Note that once this file starts it then completes before connecting calls to any available agents. So if you do choose to use an intro audio we recommend that you keep it as short as possible so as not to cause unnecessary delays. www.differencecorp.com 33

Intro Skip: this file is played only if an agent is immediately available to handle the incoming call. For example We are putting you through to an agent now. Note that once this file starts it then completes before connecting calls to any available agents. Whisper: this file is played to the agent (the caller will not hear it) just before they are connected to the caller. This value defaults to Beep which is simply to alert the agent as to the call being connected, but can also be a specific audio file per queue to assist the agent in making the correct greeting to the caller. Announce: this file is repeatedly played every Announce Frequency seconds. For example: Sorry, all our agents are still busy, please continue to hold. Note that once this file starts it then completes before connecting calls to any available agents. Out of hours messages apply to time of day policies you have set up, e.g. for Play Audio and Hangup: upload audio message into Hangup. Hangup: used by the TOD Policy default action, and also the Hangup action in the TOD rules. For example this might be Our offices are currently closed. Please call back between 9am and 5pm Monday to Friday. Voicemail: for time of day policies with policy set to Voicemail upload audio message for customers to leave a voicemail, e.g. Please leave your message after the tone. Note that each queue can have its own voicemail. Click Update once you are satisfied with your settings. You can also edit call recording options, re-direct numbers, priority and maximum wait time under the Settings tab as shown below. www.differencecorp.com 34

Priority is used to decide the relative priority of calls queuing in the queue against calls queuing in other queues at the same time. Higher priority queues will have relatively more calls connected to agents than lower priority queues. Auto-select Customer: usually when an inbound call is received a search screen is displayed where the agent can attempt to look up the caller in the database, create a new database entry, or just disposition the call without creating or identifying the caller (for example for `wrong number` calls). If this option is set, and the caller s phone number matches uniquely a record in the database table associated with this queue then that record will be automatically selected and displayed. Redirect: Number: If a caller calls into a queue and no agents are logged in who are assigned to the queue, they will be automatically redirected to this phone number if it is set. Callers will also be redirected if the Max Wait value is exceeded. Queue: instead of redirecting to a phone number, a caller can also be redirected to another queue (for example an overflow queue that has a different set of agents assigned), to a Message queue to just take the persons details, or to an IVR that may further identify what the caller wants before sending them on to somewhere else. If you would like the in-office voicemail to be different to the out-of-hours voicemail, here s what you can do: 1. Set up a message queue with the relevant in-office voicemail message 2. In your inbound queue, instead of pointing your in-office redirect to Voicemail, point it to Queue 3. In the queue drop-down that appears select the message queue that you have just set up in Step 1. www.differencecorp.com 35

If you want agents to be able to listen to voicemails (admins can already do so through Calls Report anyway), go to System Setup > Agent Features > Personal Queue Allocation and set it to Yes. Then set Show Redirect/Voicemail to Yes. Voicemails resulting from In-office, out-of-office redirects and time of day policies are shown to agents but only for those queues that they are assigned to. Max Wait: usually there is no limit on how long a call can be held in a queue. By setting the Max Wait value to greater than zero a call will be diverted to the number in the Redirect field after Max Wait seconds, i.e. Max Wait is the maximum amount of time (seconds) the customer/caller will wait before he/she is transferred to the re-direct number or queue. www.differencecorp.com 36

Default Outbound Queue: if a callback is arranged by an agent with someone who has called into an inbound queue, that callback will be loaded into an outbound queue to be called at the arranged time. This field determines which outbound queue that will be. Store New Records: when unknown callers call in and do not already exist in the database, this value determines which dataset the record should be stored under or whether a new dataset should be created. IVR Queue IVR queues are used to automate the answering of inbound calls and to take the caller through a series of automated responses via input from the caller's telephone keypad. For example, this could be as simple as the caller pressing 1 for Sales or 2 for Support, and then the IVR transferring the call to a specific queue to be handled by the appropriate agents for that call. To create an IVR queue, click Add Queue under Queues then select the IVR option as shown below. www.differencecorp.com 37

This will display the following screen: The queue name is used to identify the queue in future. It should be unique but this is not mandatory. Click the Add button once the name has been added. Once you have created your queue, you can upload wav files to be played under the Audio Messages tab at the top of the navigation bar. Click Update Queue when you are satisfied. The Menu tab allows you to add IVR menus to the queue. www.differencecorp.com 38

Click Add IVR menu button. This will display the following pop-up: Upload any audio messages you want to be played to the customer. Audio Intro: played immediately to the customer. Audio Menu: keypress options should be described in this message. Audio Invalid: this message will be played if the customer has pressed a number on their keypad which has not been assigned to any action. The menu is then repeated to the customer. Click Add Keypress to add more actions to the IVR menu. This will give you the option to add actions when given numbers are pressed, e.g. press 1 for queue transfer to support, 2 to play audio message (with product information), etc. Click Add Keypress to see options for this as shown below: www.differencecorp.com 39

Go To: for keypress to take the customer to another menu. Play Audio: plays an audio message. Exit: hangs up the call. Queue Transfer: transfers to an inbound/message queue. Dial Transfer: allows you to enter a third party number to transfer the call externally. If you use this function put $cli code after the number (allows the person you are transferring to, to see the customer s number). DNC: allows the customer to remove their number from the system automatically. Set Call Outcome: sets an outcome against this call, e.g. Callback (can generate a report for customers who have selected this option). Advanced options allows you to add extra behaviours to your menu e.g. Exit command for timeout which means it will hangup the call if the customer has not dialled a keypress after 30 seconds. Any keypresses dialled whilst the audio intro message is being played will be ignored. Before Menu: this will be executed after audio intro message but before audio menu. On Timeout: if no keypress is dialled for 30 seconds by the customer. Click Add IVR menu button when satisfied. www.differencecorp.com 40

Once the IVR queue has been created you can edit the queue details at any time by selecting the queue name from those displayed on the main Queue Management screen. An IVR can be assigned a Time Of Day (TOD) Policy as for inbound queues, though usually this would not be done as an IVR is an automated system and so the caller would typically be taken through the IVR as far as possible, and then only be subject to a time of day policy if the IVR passes them to an inbound queue. In this case the TOD policy would be set on the inbound queue. Message Queue A further queue which may be necessary for your company to configure is a message queue. Message queues play a single audio message (.wav file) to a caller followed by a beep, and then record the call until the caller hangs up. Typically, message queues are used when a caller on an inbound queue has waited too long and is diverted, or also when dealing with inbound calls made by people who are returning a missed call from an outbound queue. To set up a message queue, click the Add Queue button in the Queues tab and select the Message option. Give your message queue a name and audio message to be played to the customer when they come through to this queue, then click the Add button as shown below. You will then be told if the queue has been created successfully. www.differencecorp.com 41

Broadcast Queue Another type of queue that you can create is a broadcast queue which can be used to play a message to your customers. Broadcast queues are used to automate the dialling of large amounts of numbers and then connect answered calls to an IVR for subsequent processing. Typically, broadcast queues are used for mass notifications, the automation of surveys or marketing awareness campaigns. The IVR can be used to capture responses for subsequent processing, or can be used to offer the called party an opportunity to speak to a live agent by pressing a key on their telephone keypad. Broadcast queues are allocated a certain number of phone lines to perform the dialling. The more phone lines allocated the faster data will be dialled and people contacted. To create a new broadcast queue, click the Add Queue button and choose Broadcast. You will be prompted to choose a campaign to add this queue to and for a description that is used to identify the queue in future (this should be unique). These are the basic settings for broadcast queues. You should then see the following message Under the Settings tab, you can modify the start and stop time for the broadcast, alter the answer machine detection, caller ID (you can choose from caller IDs that have already been set up for inbound or IVR queues), etc. If you choose to use the IVR queue caller ID, the customer should be www.differencecorp.com 42

offered an opt-out from receiving further broadcast messages in the future. Click Add when you have entered the data for your queue. Call Recordings can be turned on/off on broadcast queues. You can elect to start recording calls as soon as they are connected. Usually you would only record calls that have been transferred to live agents. Call Recording can also be turned on dynamically within the broadcast IVR which may be more appropriate for surveys where retrospective data processing might be needed to manually capture certain information (someone s name and address for instance) and only having to listen to the relevant bit of the call which makes more sense. www.differencecorp.com 43

Broadcast Start/Stop: as the dialler can operate at any time, these are configurable Start and Stop times that need to be set every day. The dialler will not start until the start time has been met, and will not stop until the stop time is met. Max Dials refers to the maximum number of dials this broadcast queue will make at one time. This can be changed as per your preference. If the Dials Per Agent value is zero, the dialler will dial this number of lines non-stop whilst the current time is between the Start and Stop Time values. If the Dials Per Agent value is set, then the Max Dials value caps the number of lines that this calculation yields. The system will cap the maximum number of lines available on a per customer basis. If you need to use more than 100 lines for your campaign you will need to contact support to get the limit raised. Ring Time is the number of seconds that the dialler will wait for a call to be answered before hanging up and trying again later. This can be changed to suit your business (the Ofcom minimum allowed ring time is 15 seconds). If calling mobile phones the ring time should be increased further as the ringing signal is often received by the dialler some seconds before the phone itself starts to ring. Dials per Agent refers to the number of dials made per agent available in wait status. Please bear in mind that choosing 0 will dial regardless of whether your agents are logged in or not. Where a broadcast campaign is designed to get people to opt to talk to a live agent, the outbound dialling activity can be throttled to the number of agents waiting to fulfil incoming connections. Agents should be assigned both to the inbound queue(s) that the Broadcast IVR sends calls to, and also to the broadcast queue itself. The dialler notes how many agents are in a `waiting` state on a second by second basis and only dials as many lines as there are agents waiting for a call, multiplied by the Dials Per Agent value, subject to the Max Dials value. The Menu tab allows you to add an IVR queue or update your broadcast queue. www.differencecorp.com 44

SMS Outbound Agents now has the ability to send an individual SMS. Agents can be restricted to templates or have the option of using free text or templates. An SMS report is provided to show a log of all SMS sent with filters and the ability to export. You can enable agents to send SMS texts by going into Admin, selecting the Queues tab, then Add Queue and choose SMS Outbound from the drop-down menu here as shown below: This will prompt you to enter a description for the SMS queue name before it is created. Once you have created your queue you can determine whether your agents can input free text (i.e. manually typing an SMS to the customer) and send SMS messages out using pre-set templates or www.differencecorp.com 45

you can restrict them to templates only. To set up your templates enter content under the Templates field as shown below: To add further templates, click the Manage Message Templates tab, then select Add Template. Assign your agents to the SMS Outbound queue. Assigning Agents to Queues Once your queues have been created it is essential to remember to assign agents to the queues. You can do this from the Assign Agents button. In the case of inbound queues, if agents are not assigned to these queues the calls will not get answered. In the case of outbound queues if agents are not assigned then calls will not be placed. Agents also need to be assigned to broadcast queues if the pacing of the outbound dials should be associated with a number of agents waiting on an inbound queue which is the final destination of called parties in the broadcast campaign. www.differencecorp.com 46

When a call is queued and ready to assign to an agent, the relative agent priority is used to decide which agent should get the call. If all agents waiting are of the same priority, then the longest waiting agent will get all the calls. www.differencecorp.com 47

SMS Broadcast The SMS Broadcast feature allows you to send bulk SMS messages. This SMS service is provided on the understanding that if it is to be used for the purposes of Sales and Marketing. The data you send to must be opted in to ensure you adhere to the Electronic Privacy and Communication Act. If you are using this service for Sales and Marketing you must contact us to obtain a reply number and must include an opt-out in the message you send. You can start the process of sending broadcast SMS by clicking on the Messaging button on the Admin page. First, select the Add Queue button from the top of the page and select SMS Broadcast. Once this is selected a Create SMS broadcast queue screen will be displayed allowing you to enter the information required to set up this type of queue. Once the queue has been created you can edit the settings such as start and stop times and message content. www.differencecorp.com 48

Clicking on the start time will default to 00:00:00 on the current date, as well as displaying a calendar for easy selection. www.differencecorp.com 49

On the left hand side of the screen the SMS queues that have been created can be seen under the relevant headings, either SMS Broadcast or SMS Outbound. You can edit the queue by simply selecting it from the list. Once you have created the queue and are happy with the settings you must assign data to it, this is done by uploading data under the import section and then assigning your data to the correct queue. When adding numbers to your SMS queue, you can use the Import Data tool for mass number input. If the data you wish to use has been uploaded you will find it on this screen, if not then press the Upload File button at the top of the page this will bring up a window and allows you to select the file you wish to upload. When you can see your data on the right hand-side of the Import Data page, click the gear-wheel to the right of the data s row. Select the SMS queue that you wish to add this data file to and confirm your selection. Your SMS messaging will begin automatically. Import Data www.differencecorp.com 50

If the data you wish to use has been uploaded you will find it on this screen, if not then press the Upload File button at the top of the page this will bring up a window and allows you to select the file you wish to upload. When you can see your data on the right hand-side of the Import Data page, click the gear-wheel to the right of the data s row. Select the SMS queue that you wish to add this data file to and confirm your selection. Your SMS messaging will begin automatically. To import data to be automatically dialled out, please select the Import Data tab under Data Management as shown above. Then select the Upload File button to the right. Administrators can now perform multiple data imports at once, providing you with the ability to upload simultaneous data using multiple browser tabs. You can now upload.wav files (e.g. audio files to use for the Play Audio and Hangup option under System Setup) as well as.jpg,.gif and.png format files such as logos by clicking Upload File. If your data is stored in Excel, you will need to open the file and save it in CSV Comma Delimited format. You will then need to browse and find the file on your computer and click Upload. Once you have done this your file will appear on the original screen: www.differencecorp.com 51

Please select the Settings button at the end of this row which will give you these possible options: Select Import. You will then be taken to the CSV file importer screen. Here you must name your dataset and select a campaign you wish to upload the data into. If the file is not separated by commas, specify the separator. Set whether or not the file contains headers and how many lines of the file you want to view in the Preview screen. When you're done, click Next. www.differencecorp.com 52

This will then take you to the data preview screen where you can see the first 10 (default but can be changed) records you have uploaded. You can also go back to the previous screen and change settings before you continue if necessary. (You can cancel an import routine at any time by clicking the Cancel Import button.) You will then need to map the fields you wish to upload to the database fields. If you need to see a sample of the data from the.csv file to be sure which dialler field it corresponds to, hover over the field in the CSV Column and it will give you the first line of information, as per the screenshot below: You can choose to ignore columns in the data you have imported, e.g. credit card details, if they do not apply to your business. Most of the columns you want to assign will be under the drop-down menu as standard dialler fields, e.g. first name, last name, mobile phone, work phone, company name, or as your company s custom fields. When mapped, these columns will be highlighted green. For any columns which you do not wish to import, please select Ignore Column. You can also create columns here. These columns will be highlighted red. If you would like to save the mapping info for www.differencecorp.com 53

future imports, select Save Template Filename. When you are happy with the field mapping, please click Next to continue. You will now be on the Finalising Data screen. Duplicated phone numbers will tell you how many duplicated numbers have been uploaded from the file you imported. If this figure is higher than zero, select keep first only to avoid customers being called repeatedly. If you would like to see which numbers are duplicated, click on the hyperlink. Numbers in DNC list: Allows you to run the import against Do Not Call (DNC) lists. All of your DNC lists are displayed and can be selected individually. www.differencecorp.com 54

If you do not wish to dial out to a certain area code you can choose the area code under Prefix and set it to exclude. Telephone numbers with the excluded area codes will not be called out. Click Next to continue. Finally, click Dataset Analysis on this screen. www.differencecorp.com 55

On the Dataset Analysis screen, click the hyperlink to the dataset you have uploaded and a pop-up will appear on your screen - the Dataset Maintenance page. This allows you to view and edit the dataset's details. Under Queue choose the outbound queue you would like to assign this dataset to and change the Status from HOLD to LIVE. Click Submit on the pop-up and then the Generate button in the top left hand corner of your Dataset Analysis screen as shown below: www.differencecorp.com 56

This has now made your data live and it will start dialling out when agents assigned to the associated queue have selected Take a Call. Take a look here too to see if any of your other datasets should now be set to Hold or Expired as a consequence of you making this new dataset live. To coincide with the new Do Not Call list feature the import menu has a new Import as DNC list option. This allows you to convert an uploaded file into a DNC list or add the numbers to an existing one. Edit Database Fields This function allows you to define the information you store about your customers. Click the above tab to edit fields which are displayed to your agents on their outbound calls screen. The navigation bar across the top of this page allows you to add and delete fields (only custom fields can be deleted). Clicking the Edit Database Fields button will display all the fields which you have assigned to any given campaign. www.differencecorp.com 57

The Settings icon on the right hand side of each field will allow you to edit the settings of individual fields. Selecting the Settings icon will display the following screen, allowing you to customise the corresponding field as necessary. Custom fields added to the campaign will have more options than the default fields. www.differencecorp.com 58

Make your changes (e.g. select Input Type: Date) and click Save changes. The corresponding changes will then be applied on the outbound call screen which is displayed to your agent. You can add a calendar for date fields or a drop-down box to make it easier for agents to select and capture data. Export Data The Export Data tool is accessed either via the Data Management panel under Admin or via Reports and Dataset Analysis and clicking on Export Data. The export is performed by following the steps detailed below: Step 1: Choose the campaign your dataset is uploaded into. Select the dataset you would like exported. Then click the Next button. www.differencecorp.com 59

Step 2: Next, select the data columns that you require to be exported. Clicking in the top tick box (immediately under Select) selects all fields. Click the Next button to continue. Note that the Calculated Field Calls will include a count of all call types, e.g. call attempts, call connects, etc. Step 3: The type of export is based either on a quick selection of standard outcomes (e.g. Sales/Completes) or by a manual selection of outcomes (Multiple Outcomes). Set the date range or tick No Date Range (everything). The date range works from the field "ProcessDate" (Admin > Database Management). This ProcessDate is basically the most recent date that an outcome was set. So, for example, let's say you loaded a record on the 13th June, worked it over several days and that you set the most recent outcome on the 16th June as a scheduled callback for the 20th June. In this example, your ProcessDate is 16th June (the last date an outcome was set). If your date range includes this date, then this record will be included in the output. Note that if you select a standard outcome only you will proceed to Step 5. Click Next. www.differencecorp.com 60

Step 4: The selection of multiple outcomes allows comprehensive filtering of call types to be achieved. You can select campaign-specific outcomes and/or system outcomes. As before, they can all can be selected at once by clicking just under the Select heading. Click the Next button to continue. Step 5: Check that the export details are correct. If they need amending click the Back button to make any required changes. If the details are correct click the Export button to carry out the export. www.differencecorp.com 61

Step 6: A progress bar is shown while the export is run. When it is complete you can download the exported file by clicking Download CSV File. Click the Admin button at the top of your screen to return to the main menu. Database Management Add a New Record Once you have uploaded a dataset into your campaign and have made it live, you are able to add records manually if needed. To do this, click Database Management under Data Management on the main Admin panel. www.differencecorp.com 62

Select the dataset you wish to add the record into. Click the Add Record button in the top right hand corner, as shown above. This will then take you to the screen below: Here you can input the customer's details you wish to upload and click Add when you are finished. This will now appear as fresh data in the Dataset Analysis screen. Each record can hold a maximum of 65,000 characters. Each custom field can hold a maximum of 200 characters. Add a New Campaign To add a new campaign you need to click the Add Campaign button. Enter a name for your new campaign and then specify any custom fields you want. All the default fields will be automatically added to the campaign. Typing something into the field name box will create a new blank field beneath it if you want to add more than one field. Click the + sign next to the field to view more options for that field. www.differencecorp.com 63

Dataset Management Under Dataset Management you are able to custom view all of your previously uploaded datasets, modify each one, as well as add a new dataset. When you add a new dataset remember to assign it to a queue and set it to Live when you are ready to have it dialled. If you need to assign that same dataset to a different queue in the future, set it to Hold first, then change the queue and set it to Live. Trying to change queue when the dataset is live will not work for you. www.differencecorp.com 64

You can now select multiple datasets to perform tasks on (e.g. placing datasets on hold or making them live in one go), which the system queues and shows progression, saving you time. Select the datasets you want to edit and then click Edit Selected. You can view the penetration of each dataset to see how much of the dataset has been dialled. By clicking Configure you are able to expire the dataset as shown above. Using the filters on the left hand side will allow you to filter datasets by State, Campaign and Queues. Outcomes Here you create call outcomes for your agents to choose so as to disposition each call. Your outcomes may include Customer Not Interested, Sale, Information Pack Required, etc. Outcomes www.differencecorp.com 65

enable you to monitor your data under Reports to see how many sales per hour your agents made or how many leads or renewals were made, etc. Your agents must choose an outcome before dispositioning each call. To create an outcome, click the Add Outcome button at the top right corner of the page. When creating different outcomes, you must provide an outcome name (Outcome Description) and select Yes/No to 4 questions before clicking Add: Complete: if an outcome is a complete, it means that the call completed the dialogue with the customer and that the customer record can be taken out of the calling list. So it basically stops the record with that outcome being dialled again. If you choose No to this, our dialler will recognise that the call is not complete and that the agent needs to speak to the customer again, so it puts the number back into the dialler to be called back automatically as per the dialler s retry cycle. The customer will keep being called back until the agent chooses a complete outcome. Sale simply means what it says: whether this call resulted in a sale or not. DMC means decision making contact - whether the agent spoke to the person who is in charge or who is the decision maker. Show Agent: this flag is used to decide whether a particular outcome should be available to agents on their screens. As you cannot change or erase outcome codes after they have been created (to prevent accidentally affecting historic reporting), this flag allows outcome codes to be expired (e.g. if they have been misspelled). You can assign the outcome to a specific campaign or leave the default which is to assign the outcome to all campaigns. To edit existing outcomes simply select the gear button as below. www.differencecorp.com 66

Advanced Outcomes You can select the Advanced Outcomes option to add commands for individual outcomes. Here you can set a behaviour that is applied to a specific record if this outcome is chosen, e.g. move the record to another dataset. Click Add Behaviour as shown below. You will then be taken to a screen where you will have to fill in mandatory fields. www.differencecorp.com 67

Select the Outcome, Command and then Dataset from the drop-down options on this screen and then click Add for the behaviour to be applied to the chosen outcome. Note that you can have multiple behaviours associated with one outcome. So, the outcome Interested in Product XX, for example, can be set to schedule a callback to the customer in one week s time and send an email to product XX s sales director. Adjust Callback Command When you select the command Adjust Callback, you can opt to adjust callback to: Now Plus Offset where you can schedule the exact time intervals between choosing the outcome and when the customer is called back. Exact time and date lets agents specify the exact time and date you want the customer to be called back. Sametime everyday the customer will be called again at the exact same time everyday. You can choose whether you want these callbacks to come back to the general pool (any agent logged in) or to be agent-specific from the drop-down menu. Send Email This command allows you to send an email out to a certain email address every time this outcome is selected. You can also add a cc. www.differencecorp.com 68

If you wish to send an email but that email address varies on each send, you can set up a database field called, for example, EmailAddress. In the To: field, instead of a fixed email address input the field {{EmailAddress}}. This will have the effect of pulling into the To: field any email address that has been input by the agent in the EmailAddress field. Similarly, if the content of the email varies, set up a database field called, for example, EmailContent. In the Message field, include {{EmailContent}} along with any data that you want pulled into the email. Whatever the agent then inputs into the EmailContent field for a given record will then be pulled through into this email. The above procedure gives your agents a fully flexible way of sending free-form emails from within Agent Desktop. Change Dataset Choosing this command will move the record into the specified dataset when the given outcome is selected. Click Add to make these changes. Note that the Change Dataset feature offers a really practical way of marking numbers as DNC (Do Not Call) numbers. To do this, create a new dataset that is for DNCs only. Once you have done that www.differencecorp.com 69

set up an advanced behaviour behind a clearly labelled outcome (e.g. Moved to DNC ) that moves the current record into the DNC dataset. You can then export that dataset and upload it as a DNC list (and/or pass on to Disable Numbers), thus removing those numbers from all records. Quick Outcomes You can now choose whether an outcome is shown in the quick outcome menu by changing the option within the settings menu. Enabling an outcome will display it in the quick outcome dropdown on the agent screen. Once you have completed your outcomes, click Admin at the top of the screen to continue. Time of Day Policies This feature allows the administator to configure a time of day (TOD) policy per queue. Typically, this is used to define what should happen if someone calls into an inbound queue when the office is closed/out of hours. Without this feature enabled, the caller would just hear on-hold music until they terminated the call. Any number of queues can utilise the same policy. TOD Policy A policy is a set of rules that are used to define exactly what should happen to an inbound call at different times of the day or days of the week, or on a specific date. Once a policy is created, any number of individual rules can be added. Each rule can define what action to take if the rule is matched. There are three actions that can be taken: Voicemail, Hangup www.differencecorp.com 70

or Queue. If a rule is matched with a Queue action, any other rules are then ignored and the caller will either be connected directly to an agent if an agent is waiting, or will be queued and played music-on-hold pending an agent becoming available. The Hangup action will terminate the call, playing the `hangup` audio message if it is installed on the queue. The Voicemail option will play the message and then a beep sound, and then record the call until the caller hangs up. Levels Rules are executed in level decending order. Level values cannot be duplicated for a rule. The Level value allows any number of complex permutations to be implemented. For example, calls can be queued 9am-5pm, except on Sundays, but not on Friday 25 th December, etc. Default Action A policy can be set with a default to either hang up the call after playing a message (Hang-up) or to play a message, a beep and then record the call until the caller hangs up (giving an option to leave a Voicemail) or to queue a call as normal (Queue). The default action is used when none of the rules for a TOD policy are matched first. This will display the screen below. Enter the policy description here (e.g. office opening hours). Select the default action you would like to assign if the call time does not match any rules. Hangup: will play customers a message then hang up the call, e.g. Our office is now closed. Please call back from 9am to 5:30pm. Voicemail:will play a voicemail audio message and then record. Queue: queue will act as normal after. www.differencecorp.com 71

Jump: out of hours policies can now utilise a jump action. This action can be used to redirect an incoming call to a different queue, e.g. IVR queues to perform self-serve on an out of hours menu. Click Save Policy once you are happy with the options you have chosen. Once you have created your policy, click the Settings icon next to the description on the right hand side as shown below. Select Add Rule. This will open up the screen below. The policy will display rule options to specify date and hours and assign specific actions, along with the option to choose all day if necessary for your business (please view tick box). Click Save Rule once you re happy with your assignment. Rules can be edited or deleted at any time using the screen below. A rule can applied to multiple days within a week or to a single date within a year. For example, you might set 25 th December as a voicemail, or Mon,Tue,Wed,Thur,Fri 9am-5pm as a 'queue' with anything else to hang up. A typical policy may have the description 'Working Hours' and default to the action of Hangup. It would have one rule which is active between the hours of 9:00 and 17:00 with the action of Queue. Enter any number for priority level. www.differencecorp.com 72

Policies and accompanying audio messages are then set on a per queue basis in Queue Management (dealt with elsewhere in this document). Once you have finished working with policies and rule definitions select the Admin tab at the top of the screen to continue. Phone Book This feature allows you to add contacts to transfer calls to third parties. This option gives you the opportunity to have your custom phone book with all your contacts embedded into your agent outbound screen when clicking TPT button and the manual call interface. Click Add Contact to begin creating your third party phone book diary. This will display the pop-up below to input third party contact details: Click Add Contact when you have finished. The Search Contacts field in the phone book allows you to do exactly that. You can search the contacts you have previously created by clicking on the Search Contacts field as displayed below and manually inputting a segment of their name or number. www.differencecorp.com 73

Disable/Remove Numbers This feature allows you to disable and remove numbers from outbound queues on the dialler. You can disable a single number by typing it in or disable a whole file of numbers. Either enter a single number and click on Disable or browse for the suppression file (which has to be in.csv format) and then click on the Disable Number(s) button. It may take several minutes to fully process a larger file depending on how many fields are contained both within the suppression file and the database table. The amount of numbers which have been removed will then appear in a message confirming if the numbers have been disabled, or if no matching numbers were found in the database. This will not show as having been removed if the customer has already been dialled and the agent has chosen a complete outcome, as it already means the customer will not be called back. Note that Disable Numbers applies to numbers in the existing datasets. It is not currently applicable to all future datasets. DNC Do Not Call lists (DNC lists) allow you to upload a list of numbers that will not be dialled if you select them during the import data process. First you will need to import the numbers from a file and then you can check each of your datasets against it. This feature will not remove numbers from live (preexisting) data; the Disable Numbers feature needs to be used for this process. www.differencecorp.com 74

The first step is to create a blank DNC list. Click the button in the top right of the page, name your DNC list and then click save. You will see your DNC list appear in the list on the left. The next step is to add numbers. This can be done manually by entering a single number at a time. The fastest way to add numbers to a DNC lists is to upload a CSV file. Clicking this option allows you to pick a file from your device and then choose the list you would like to add the numbers to. Other options on this page include the ability to delete, duplicate or download a DNC list. www.differencecorp.com 75

Trash This feature allows you to view and bring back deleted agents and queues. The filter by box as shown below allows you to search by agents or queues: You can recover agents and queues by clicking Recover next to the agent or queue name. Admin Change Log This feature allows you to view all the administrator changes made to your campaign and the time/date modified, as shown below. This is useful to track your archive's history. This feature allows you to view all the administrator changes made to your campaign and the time/date modified, as shown below. This is useful to track your archive's history. It also displays old data which refers to the setting it was on previously and new data which refers to the updated setting you have changed it to be able to track changes. The new Rollback feature gives you the ability to restore the system settings to a previous date and time, or 'undo' a specific change. www.differencecorp.com 76

You can also choose to roll back to a specific date using the button below which will be displayed on the top of your page: The following options will then be displayed: www.differencecorp.com 77

By clicking this it will allow you to choose specific date range searches for changes that may be reverted on our system and allows you to rollback in bulk. Select the button above to agree to the risks of rolling back to continue. Callback List The callback list allows you to view callbacks which have been set by agents in your database. You can search by outcome, dataset, campaign, start/stop time and agents, using the search fields as shown below; then clicking Generate. www.differencecorp.com 78

Click Export to export your data into CSV format. Creating a PBX The PBX feature allows you to put phones on your desks which can make, receive, transfer and conference without investing in a physical PBX. It has all the features of a standard PBX system as well as advanced features such as Call Recoding and Unified Messaging. To build your PBX you simply need to add an account for each phone. A phone can be any SIP compatible VOIP phone, a hardware deskphone or a softphone which can be installed to your PC. Click on the PBX icon within the Admin panel to begin building your PBX. Creating an Individual Phone Account The Phones page shows all the Phone Accounts and Hunt Groups you have created. You can create a new Phone account by clicking the + Add Phone button. A pop-up window will appear which requires you to enter some basic information about the phone. www.differencecorp.com 79

Phone Name: Enter a description for the phone so you can recognise it on the Phones Page for example it could be Meeting Room or Fred. Extension: Enter a unique number which is used by other phones to call the other. For example you might be 101, 102 etc. Assign DDI: If you want to be able to ring a phone from outside, you will need to add a DDI to the phone. Note: A phone can be part of a Hunt Group, which allows multiple phones to be rung at once from a single number. If you do not need a phone to be individually contactable, then you do not need to assign a DDI. www.differencecorp.com 80

Caller ID: This is the number that will appear on a phone that is being called. If you assign a DDI to the phone then usually you would assign this same number to your Caller ID so that people can phone you back if they miss your call. Assign PBX Queue: You can either use the Default PBX queue which is created automatically, or you may wish to group phones together for reporting purposes separately. For example if you have a number of branch offices it might be useful to be able to report on calls only for selected branches. Enable Voicemail: Set this to Yes to enable the voicemail feature. You need to save the Phone Account before you can configure the Voicemail. Using a Phone Account Once you have created a phone account, you will need to obtain the account details to be able to configure your IP deskphone (or softphone). These details can be obtained by clicking on the Configuration icon of the Phone and selecting Export to PDF www.differencecorp.com 81

The PDF displayed provides all the details about the Phone Account. Depending on the specific phone model you are attempting to configure, the Account Name, and Phone Password may be names many different ways. Once you have configured your phone, you should be able to place and receive calls to other extensions or to the PSTN or GSM. Edit Phone You can also now configure other items on your new Phone Account that were not visible when you created the account. We have added a password change reset button which generates a new password, improving the security of SIP accounts. Call Divert/ Divert DDI: You can configure the system to divert calls coming into your phone if you are busy or don t answer the call. The Do Not Disturb selection sends the incoming call directly to your voicemail. All other selections require a Divert DDI to be entered where the call will be diverted when the selection condition has been met. www.differencecorp.com 82

Ring Time: This is the time in seconds your phone will ring before being diverted per the Call Divert settings, or you can simply hang up the call. Agent ID: If you choose to assign an Agent ID to a phone, all the calls the phone makes or receives will then be logged against that agent for reporting purposes. You can also leave this blank if the feature is not required. The agent can log back out the system by entering *33# Bar In/ Out Rules: Select the rule you wish to apply to the Phone to prevent certain types of calls being places or to block certain types of call from coming through. Manage Rules now enables you to apply baring rules on your PBX accounts. Click on the Manage rules button to view the rules editor page. www.differencecorp.com 83

Once there you can view and edit your existing rules or you can create a new one with the button at the top of the page. Enter all of the information required and click Add to create a new rule. Allocate Numbers The Allocate Numbers feature allows you to obtain local numbers from most areas of the country, on demand. If the area code you require does not appear on the list, the area is likely to be a preservation area, where there are number shortages. Numbers in these areas need to be ordered from us directly. A full company name and office address, are both required before these can be ordered. www.differencecorp.com 84

Choosing New Numbers The Allocate Numbers page displays a list of numbers you have already been allocated, and an interface to obtain more numbers. To start the process, you need to decide on what area code you would like to obtain numbers from. You can select this using either the name of the area, or the BT number block for that area. The Suffix option allows you to pick the last digits for an allocated number. For example, if you wanted a block of 100 numbers you may like them to start at 00. Where you are requesting multiple numbers, you can also decide whether they need to be consecutive or whether you are happy for them to be allocated from whatever ranges are available. The Number Type options allow you to filter out more expensive numbers the price increases from standard through silver and gold to platinum. The range of numbers you have selected from may www.differencecorp.com 85

contain `desirable` numbers like those that are easy to remember, and these are priced at a premium to other numbers and if you are happy to include them you should tick the appropriate boxes to do so. The Block Size option determines how many numbers from a range you want to purchase. When selecting larger block sizes, if you have set the Consecutive option to yes then you should be aware that the range is likely to include desirable numbers and so unless you select all the number types you may not be able to see any available numbers. Confirming Your Choices Once you have the list of numbers you wish to purchase, click on the NEXT button to move to a confirmation page. This page will display the total costs for your selection, with a Confirm button to confirm the purchase. www.differencecorp.com 86

Please note: Some numbers are charged on a recurring monthly basis, and so even if you do not use them you will continue to be charged for them every month. If your account remains at a negative balance for more than 3 months your numbers may be re-allocated to another customer. Report Builder This function allows you to build your own graphical reports and decide which stats you want to be displayed. You can also determine the layout, e.g. pie chart, figures, graphs, etc. www.differencecorp.com 87

Clicking the Security tab above will allow you to select agents to be able to view reports or other administrators to be able to create and edit graphical reports. You can also manage your templates by clicking the Settings icon which will give you the options to alter the refresh intervals, choose the outcome you want to display on these reports, which dataset stats you want to show, etc. www.differencecorp.com 88

Default graphical reports can be found here. These can be edited or deleted at any time: www.differencecorp.com 89

The Pages tab is where you can create and edit your report pages. Click Add Page at the top of your screen. www.differencecorp.com 90

The Properties tab allows you to edit Description and make it visible using the options shown below: Click Save once you are happy with your changes. The Layout tab allows you to click the statistics you wish to be displayed and choose the format you would like to display this information (e.g. pie chart, bar graph, statistics/figures). www.differencecorp.com 91

Drag and drop into the template field as you wish and click Save: You will be able to view these reports under Reports tab- see graphical analysis. Help Wizard If at any point you get stuck when setting up your campaign, you can click the help button at the top right hand corner of your screen which will guide you on what to do next or what this page does, as below. www.differencecorp.com 92

Billing Go to the Billing Details tab to update any billing information, including contact email address and phone number. You can also make any changes here to your Balance Threshold. If your balance goes below this threshold you will receive an email alert to the email address that you have entered in the Email Address field. Dialler Glossary DDI number assigned to the queue CLI number displayed to customer www.differencecorp.com 93