Connecting People to Business CTI Concerto Predictive Dialer Setup Instructions OnviSource, Inc. Headquarters: 1255 West 15th Street, Suite 500 Plano, TX 75075 Main: 469.241.9200 Fax: 469.241.0247 Operations: 2300 North 10th Street Enid, OK 73701 Main: 580.242.4636 Fax: 580.242.8255 www.onvisource.com 1
Before you begin... Before proceeding, refer to the System Requirements section on the OnviCord CD to verify what operating systems we support. Depending on your operating system, the images shown in this document may be slightly different from what you see. You must have the latest Microsoft updates and Internet Explorer Service Packs installed on your system before continuing. We also recommend that you monitor the Microsoft web site for updates that are appropriate for your system. 2
Concerto Predictive Dialer Setup These instructions are for systems with a Concerto predictive dialer to control when a channel stops/starts recording. Settings described here require a license that is part of your purchase agreement. If unsure whether you have a CTI license, select Start>Programs>OnviSource>License Manager. If the Concerto Predictive Dialer and a license key are displayed, you are licensed. If you have any questions about your hardware configuration or your license, call OnviSource Technical Support. 3
Log into OnViews Manager with administrative privileges. Select Tools>System Configuration from the menu bar and select Recording Settings. In the Start/Stop Method column, right-click next to a channel that you want set to CTI and select CTI Host from the drop-down box. (If licensed for Concerto, you will also see CTI/Loop Mix. This option defaults to Loop unless a login is triggered on the predictive dialer. At that point, it goes into CTI mode until a logout occurs.) 4
If you want all channels integrated with the CTI device, right-click and Copy this value to all channels. If you only want some channels integrated with the CTI device, choose them individually by selecting them in the Channel Label column, then right-click on the Start/ Stop method you previously set to CTI Host and Copy this value to selected channels. When finished, click OK to save. Because Concerto predictive dialers use an extension, a label must be added for each channel. The label name must match the extension for that channel. For example, the dialer sends a call to Joe s phone. If Joe s extension matches the OnviCord channel label (for his phone), Joe s channel starts recording. To set up the OnviCord channel labels, launch OnviCord Web as a user with administrative privileges. At the Welcome screen, select MANAGE, then choose Labels. EXAMPLE: On the Labels tab, enter a name for Joe s extension in the Label field and select his channel from the drop-down box. Click Add. (Existing channels with labels are shown on the right.) Set up labels for every CTI channel. You must have a label for each CTI channel in use. (For detailed information about adding labels, refer to the OnviCord Web help file on the OnviCord Software Suite CD. 5
Associating Concerto predictive dialer agents to recordings: The OnviCord software can detect agent logins/logouts from the predictive dialer. In order for the recordings to be associated with specific agents, create users through the OnViews Manager application which match the agent login ID used to log into the predictive dialer. To do so, launch OnViews Manager and select Configuration->Users. Enter data on the General and OnviCord Tabs. With CTI, the Login name must be the numeric one used to log into a phone on the telephone keypad. For example, a user who previously dialed 2003 to log in must use 003 as the Login name (with 003 being their unique user number). Leave the users channels as Unbound. Most predictive dialers are not on the data server. To set up that information, log onto the system (the data server machine) as an administrator. Select Start>Settings>Control Panel>Administrative Tools and select Services. Stop the OnviCord Data Service. Run the DVCon utility on the data server. At the --> prompt type: Concerto <host><port> <host> = ip address of the Concerto predictive dialer <port> = port number of the Concerto predictive dialer Restart the Data Service. 6