Callback Messaging User’s Manual · Estimated Wait Time when using this method, as an Avaya® vector can pass only two pieces of information. Either Position In Queue or Estimated

CI, Inc.

Version 2 01/08/2016

Callback Messaging User’s Manual

2016

Callback Messaging

Copyright 2015, CI, Inc.

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Table of Contents

1 Overview – Callback Messaging .................................................................................. 3

2 Logging In .................................................................................................................... 4

3 Overview – Base Settings ............................................................................................ 4

3.1 Fields – Base Settings .......................................................................................... 5

4 Overview – Configuring Callback Messaging Settings ................................................ 6

4.1 Fields – Callback Messaging Settings .................................................................. 7

5 WEB Call Back Messaging ......................................................................................... 10

6 Overview – Call Monitor ........................................................................................... 11

6.1 Fields – Call Monitor ......................................................................................... 11

7 Overview –Reports.................................................................................................... 13

7.1 Fields – Call Back Report ................................................................................... 13

7.2 Fields – Call Back Detailed Report .................................................................... 14

7.3 Fields – Accountability Report .......................................................................... 15

7.4 Fields – Performance Report ............................................................................ 16

7.5 Fields – Real Time Call Back Messaging Wall Board ......................................... 17

8 Callback Messaging Call Flow Chart – Callers ........................................................... 18

9 Callback Messaging Call Flow Chart – Agents ........................................................... 21

10 CBM Agent Call Disposition ...................................................................................... 22

11 Supervised Transfer .................................................................................................. 23

12 Screen Pop Configuration ......................................................................................... 23

13 Setting to Requeue Calls stuck in queue................................................................... 24

14 Appendix A – Sample Avaya® Vector ........................................................................ 24

15 Frequently Asked Questions: .................................................................................... 25

Callback Messaging

3 Copyright 2015, CI, Inc.

1 Overview – Callback Messaging Callback Messaging from CI gives callers control over their own customer service and time management.

It allows the caller to make a knowledgeable decision while waiting in queue, based upon hearing the

optional features of Estimated Wait Time and/or Position in Queue delayed announcements.

Giving the callback option to the caller is accomplished by presenting a delayed announcement from the

PBX. The delayed announcement offers the option to continue holding and therefore stay in the queue or

to leave a telephone number and optional message to receive a call back by an agent. If the caller opts

for a callback, upon hanging up, a new call is generated and placed into the queue.

Agents’ options are spoken entirely over the telephone and require little to no training. The Agent will be

presented with the caller’s voice message, and then offered to take the call and therefore the Callback

Messaging application will auto dial the number, or opt to have the call placed back into the queue for

another agent to handle or remove the call from the queue all together. All the options presented to the

Agent are set by the Administrator of the system. Additionally the application can be optioned to allow

the Agent to modify the caller’s telephone for alternate call routing.

Note: It is beyond the scope of this manual to define all aspects of the programming the PBX. Some PBX

configuration is necessary when setting up Callback Messaging; therefore, it is recommended the client

have available a resource for configuring the PBX.

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2 Logging In In order to get to the Voice Admin Web Interface login screen, open your Web browser and go to the following address: http://localhost/cbm/voiceadmin.asp or http://localhost/eCI/VoiceAdmin/Default.aspx If you are accessing the site over a network (as opposed to being directly on the eONE system), replace the word localhost with either the machine name or IP address of the eONE system. When logging into the Voice Admin Web Interface you will use the information provided to you in a separate email. This login will either have administrative rights or will be a user set as member of a department regulated by the admin. The web admin can be found in Appendix B. Figure 3: Logging into the Voice Admin Web Interface

3 Overview – Base Settings This screen is where you will configure any vectoring values and codes.

Figure 2: Base settings

http://localhost/cbm/voiceadmin.asp

http://localhost/eCI/VoiceAdmin/Default.aspx

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3.1 Fields – Base Settings CBM Outbound Application: This needs to be an Application that has its Day Action and Night Action set to CBM Outbound (no Day Parameter or Night Parameter will be required). This is for internal purposes inherent to core aspects of eONE™. Simply create the Application, assign the Day Action and Night Action, and select the Application here. Vectoring: eONE Callback Messaging has no way to disconnect a caller, as the PBX has control of the call throughout the delayed announcement process. Vectors on a Definity control the call and can be configured (in conjunction with these settings) to disconnect a caller. If vectoring is not used, the caller will be informed that they “may now hang up” upon completing the callback messaging process, but will remain in queue until they hang up. Upon checking this box, the three settings defined below will become enabled.

Feature Access Code: This setting’s value is defined on the PBX. It allows eONE Callback Messaging to pass the Connect and Disconnect values to the PBX (see below).

Connect Value: Any value that you wish for eONE Callback Messaging to pass to the vector to indicate that the call should remain connected. Unless you have special reasons for using this, it is unlikely to be used. Generally, only the Disconnect Value will be used, however, this value should be the same length (number of digits) as the Disconnect Value. Also, it cannot be the same value as the Disconnect Value.

Disconnect Value: Any value that you wish for eONE Callback Messaging to pass to the vector to indicate that the call should be disconnected.

OK: When you are happy with the configuration of the settings defined above, click this button to save your settings and close the Additional Settings window. Cancel: Click this button to close the Additional Settings window without saving any changes you have made.

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4 Overview – Configuring Callback Messaging Settings This screen is where you will go about creating the different VDNs and configuring them to suit your needs. There are references to Applications, Channels (or ports), Day/Night Actions, and Day/Night Parameters in the following definitions. Please refer to the eONE Application Server manual for more information on these items. Figure 1: Callback Messaging Queues

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4.1 Fields – Callback Messaging Settings QUEUE ID: This is the Vector Directory Number/calling group/queue that is associated with the settings defined below. There are two reasons to add VDNs to this list: First, VDNs created here can then be assigned directly to an Application. When configuring the Application, you can assign CBM Incoming as the Day Action and Night Action of the Application. Then, the Day Parameter and Night Parameter can be set to the VDNs created here. In this scenario, you will be assigning different VDN/queues to one or more Channels (or ports). The vector will then define the skill/hunt group to which the call is directed (see Appendix A – Sample Avaya Vector); this skill/hunt group will contain eONE Channels. Please note that an Avaya vector can pass only two pieces of information. Therefore, if you wish to announce both Position In Queue and Estimated Wait Time to the caller, this is the method you must use. The alternative method is explained below. The second reason to add VDNs to this list is for the ability to use a different group of ports to be used as placeholders in the queue (in place of the caller who opted for the callback message) for different queues. There is one default VDN: In-Band Collect. In-Band Collect can also be assigned as the Day Parameter and Night Parameter of an Application using CBM Incoming as the Day Action and Night Action. When

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using In-Band Collect, you do not need to assign different VDN/queues to one or more Channels (In-Band Collect is assigned to the Application in their place); the vector will pass the VDN as the first piece of information. However, please note that you will not be able to utilize both Position In Queue and

Estimated Wait Time when using this method, as an Avaya® vector can pass only two pieces of

information. Either Position In Queue or Estimated Wait Time may be used, but not both. Even when using In-Band Collect (by assigning it as the Day Parameter and Night Parameter of an Application), if the VDN is recognized (meaning that it has been added to this list), the group of ports defined in the Port Group (see below) will be used. If the VDN is not recognized, the ports defined in the Default Port Group (the group associated with In-Band Collect) will be used. Note: If you wish for Callback Messaging calls to have a different level of priority than the callers on hold, either set a VDN with a different level of priority as the Day Parameter and Night Parameter of an Application (using the first method defined above) or pass a VDN with a different level of priority from the vector (using the second method defined above). Port Group: This is the group of ports that will be used as placeholders in queue when callers opt to leave a callback message. Collect Type: These options are only effective if the PBX/Vector pass ‘in-band’ information otherwise the appropriate option would be ‘None’.

None: Select this option if you do not wish for eONE Callback Messaging to collect either Position In Queue or Estimated Wait Time for the purpose of announcing it to the caller.

PIQ: Select this option if you wish for eONE Callback Messaging to collect only Position In Queue for the purpose of announcing it to the caller. This means that the vector will pass the Position In Queue value to eONE Callback Messaging.

EWT: Select this option if you wish for eONE Callback Messaging to collect only Estimated Wait Time for the purpose of announcing it to the caller. This means that the vector will pass the Estimated Wait Time value to eONE Callback Messaging.

Both: Select this option if you wish for eONE Callback Messaging to collect both Position In Queue and Estimated Wait Time for the purpose of announcing it to the caller. This means that your vector will pass the Position In Queue and Estimated Wait Time values to eONE Callback Messaging (not available with In-Band Collect – see above).

Translated VDN: Enter the VND/Hunt Group ID for the call back to be queued. Most of the time the VDN/Hunt Group and Queue ID would be the same. The call back could be assigned a different priority or skill by assigning another VDN/Hunt Group ID. The following definitions refer to the prompt and feature options offer to the Caller. The options are configured as ‘on/off’. Get Phone: Requests the collection of a ten (10) digit call back telephone number. In case of Get Phone OFF, System will use ANI and confirm ANI as call back number.

If caller enters 11 digit phone number with 1 as first digit the system picks only last 10-digit phone number for further processing.

If caller enters 11 digit phone number with first digit not being 1 then system picks first 10-digit phone number for further processing.

If caller enters 1o digit phone number with # as last character then system picks 10 digit phone numbers and ignores last # for further processing.

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Phone Confirmation: Caller telephone number input is confirmed and offered the ability to re-enter. Get Message: Caller requested to leave a descriptive message for the agent’s to reference. Message Menu Option: The caller is offered a menu to leave a descriptive message for the agent. If this option is configured as ‘off’ than the caller by default will be requested to leave a message. If both Get Message and Message Menu Option are option to ‘OFF’ the caller will not be allowed to leave a message. Message Length: The allowed amount of time in seconds that a caller may leave a message. The maximum message length is 600 seconds. Fail Count: The number of times an inappropriate input can be received before transferring to the Fail Destination value. Fail Destination: The caller will be routed to this destination based upon the Fail Count value reached. Message Term Key: Allow ‘Pound/Hash’ touch tone value to terminate the caller message input. Message Confirmation: Caller maybe offered the option to confirm the agent message.

Simple Confirmation – System will prompt caller to ‘press 1 to confirm’.

Replay – Rerecord – System will replay message for caller to confirm recording.

None – No message confirmation.

Allow Scheduled Call: Caller may be offered the option to leave a specific call back time with provided

valid business hours and holidays.

The following definitions refer to the prompt and feature options offer to the Agent. The options are configured as ‘On/Off’. Replay Option: Once the caller message has been announced to the agent the option to replay by pressing 1 is offered. If set to ‘Off’ the caller’s message will be announced to the agent and then the agent will proceed to the next step in the process. Ret. Call Option: The agent may be prompted to ‘launch the call back’ by pressing 2. If set to ‘Off’ the agent would be responsible for calling back the caller manually. Requeue Option: The agent may be prompted to ‘not’ handle the call back at this time and place back into the waiting queue for another agent to handle by pressing 3. If the agent opt’s to place the call back into the queue the number of times this call back has been handled is tracked in later described reporting. Delete Option: The agent may delete this call back message completely out of the queue by pressing 4. Modify Number Option: The agent may modify the telephone number of the call back message. Save: When you are happy with the configuration of the settings defined above, click this button to save the settings while leaving the CBM Settings window open. New: Click this button to create a new Queue ID configuration.

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SaveAs: Click this button is a handy way to create a new Queue ID by replicating an existing and simply changing the Queue ID Delete: Click this button to delete the Queue ID configuration.

5 WEB Call Back Messaging WEB Callback Messaging from CI gives customers option to request for call back when agents are

available. It allows the caller to place request for agent to call back when available. Web Portal can be

referenced on a customer web site which allows for a web browser user to create a CBM request.

Customers can provider call back number submit request for callback. IVR calls agent queue and stays

there until call is answered by agent. Agent is give details of customer phone number and gives option to

get connected. On selection, customer is called and connected to agent.

Steps to place CBM call from WEB component:

On every CBM deployment, html file would be placed on desktop of CBM server. Double Click on CBMWebProc.html

Provide phone number to be called back.

Provider associated QueueID setup on CBM Queue screen.

Click on SUBMIT button.

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6 Overview – Call Monitor The Call Monitor displays such information as the time that the call entered the queue, the queue in which the call resides, the current status of the call, etc. It also gives filtering options.

6.1 Fields – Call Monitor Figure 4: The Call Monitor

Timestamp: This is the date/time that the message was put into the queue. Status:

In CBM Queue: The message is in the Callback Messaging queue waiting to be placed into the PBX queue due to the fact that ports in the Port Group (see the section titled Fields - Callback Messaging Settings for more information) are currently busy.

In Agent Queue: The message is in the PBX queue, waiting for an agent to become available.

Answered: An agent is currently listening to the message, but has not yet chosen an option.

Completed: An agent answered the message and opted to return the call (see the section titled Callback Messaging Call Flow Chart – Agents for more information).

Deleted: An agent answered the message and opted to remove the call from the queue (see the section titled Callback Messaging Call Flow Chart – Agents for more information). Also, any call deleted from the Queue Management Web Interface will attain this status.

In Queue: This is the queue in which the associated message resides. Out Queue: This is the queue in which the call is held for an agent to answer.

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Phone Number: This is the telephone number entered by the caller at which they wish to be contacted. Times Queued: This is the number of times that the call has been heard by an agent. Most calls will have a value of 1, but re-queued calls will have a value of 2 after being answered the second time, a value of 3 after being answered the third time, etc. Filter:

Queue: Select the queue (or select All to view information for all queues) for which you wish the Queue Management Web Interface to display information. This drop-down list will contain all of the VDNs created on the CBM Settings screen (see the section titled Fields – Callback Messaging Settings for more information).

Status: Select the status (or select All to view information for all statuses) for which you wish the Queue Management Web Interface to display information.

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7 Overview –Reports There are several reports used to monitor the CBM system. All the reports can be printed or exported to an Excel worksheet, PDF file or Word document. The CallBackReport provides a basic report filtered by date

7.1 Fields – Call Back Report

Queue ID: CBM name and VDN for In-Queue value CBM ID: This is a unique value created for each Call Back Message

Phone Number: This is the telephone number entered by the caller at which they wish to be contacted.

Duration (in Minutes):

Wait to Queue: The amount of time the call sits in queue before being offered to the agent queue.

Wait in Queue: The amount of time the call sits in the agent queue before being offered to an agent.

Total: The total time the call sat waiting in queues.

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Status: This provides the status of the call. In this case, all the calls reported on were “completed”.

In CBM Queue: The message is in the Callback Messaging queue waiting to be placed into the PBX queue due to the fact that ports in the Port Group (see the section titled Fields - Callback Messaging Settings for more information) are currently busy.

In Agent Queue: The message is in the PBX queue, waiting for an agent to become available.

Answered: An agent is currently listening to the message, but has not yet chosen an option.

Completed: An agent answered the message and opted to return the call (see the section titled Callback Messaging Call Flow Chart – Agents for more information).

Deleted: An agent answered the message and opted to remove the call from the queue (see the section titled Callback Messaging Call Flow Chart – Agents for more information). Also, any call deleted from the Queue Management Web Interface will attain this status.

The Call Back Detail Report allows the report to be filtered by queue ranger and date range.

7.2 Fields – Call Back Detailed Report Queue ID: CBM name and VDN for In-Queue value

Date: The day the CBM was placed in queue.

CBM ID: This is a unique value created for each Call Back Message

Phone Number: This is the telephone number entered by the caller at which they wish to be contacted.

Duration (in minutes):

Wait to Queue: The amount of time the call sits in queue before being offered to the agent queue.

Wait in Queue: The amount of time the call sits in the agent queue before being offered to an agent.

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Agent Response: This timestamp shows when the agent provided a response to the message waiting in queue.

Schedule: This shows any calls scheduled by the caller with a date-time stamp.

Complete Time Saved: This show the time complete amount of time the call spent in queue before an action was taken by the agent. The Accountability Report allows the report to be filtered by queue and date range.

7.3 Fields – Accountability Report In Queue: This is the queue in which the associated message resides.

All Call Back Offers: The total number of call backs offered within that queue.

Accepted Call Back Offers: The total number of call backs accepted within that queue.

Accepted Call Back Percent: The percent of accepted within that queue.

Completed Call Back Percent: The percent of call back messages completed by the agents.

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Deleted Percent: The percent of call back messages the agents deleted within that queue.

Re-Queued Percent: The percent of call back messages re-queued by agents within that queue.

No Station Event Received Percent: The percent of call back messages that were not offered to an agent within that queue.

The Performance Report allows the report to be filtered by queue range and date range.

7.4 Fields – Performance Report Date: The day the CBM was placed in queue. Accepted Call Back Offers: The total number of CBM accepted. 1st Attempt Completions: The number of calls that were accepted and completed on the 1st attempt by an agent. 2nd Attempt Completions: The number of calls that were accepted and completed on the 2nd attempt by an agent. 3rd or more Attempt Completions: The number of calls that were accepted and completed by an agent after 3 or more attempts.

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The Real Time Call Back Messaging Wall Board provides a real time view of what is happening within the queues.

7.5 Fields – Real Time Call Back Messaging Wall Board In Queue: This is the queue in which the associated message resides.

Out Queue: This is the queue in which the call is held for an agent to answer.

Holding in Queue: CBM holding for the agent queue

Waiting in Queue: CBM waiting for an agent to answer

Offers Accepted in the Last 5 Minutes: CBM offered to a caller that have been accepted into the eONE for CBM

Total Call Back Messages in Queue: Total number of CBM waiting for queue or an agent to answer.

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8 Callback Messaging Call Flow Chart – Callers Following is a sample call flow chart of what callers will hear when using eONE Callback Messaging. Subsequent to that is a call flow chart of the options given to agents. When caller chooses option to get transferred to agent, caller is placed on queue. While they are on

queue , based on wait time system offers caller option to get called back. If caller chooses option to get

called back, system accepts following information from caller.

Note: You will notice a verification process that returns the caller to the queue after three invalid entries (approximately midway down the page, on the left). This is used throughout the entire flow however, in the interest of saving space, is illustrated only once. Also, the following flow chart reflects a call using vectoring. Please note that if vectoring is not used, the caller will be informed that they “may now hang up” upon completing the callback messaging process, but will remain in queue until they hang up (see the section titled Fields – Additional Settings for more information).

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9 Callback Messaging Call Flow Chart – Agents Note: In the event that an agent enters three invalid values, eONE Callback Messaging will politely disconnect from the agent and place the call at the end of the queue.

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10 CBM Agent Call Disposition

Windows Browser Screen of

“disposition screen”. Screen will

appear (different than shown

here) on agent monitor when

agent terminates call, This screen

is shown to depict functionality

only. The design and method of

interaction with screen pop are

TBD, but not more complicated

than 2 radio buttons with limited

description.

IVR sends request for outbound call to SM

and releases call to handle next CBM

request in CBM queue. CBM sites that

request as “complete” since call was

placed.

Agent

Y N

Was requester contacted?

Requester Contacted-

Logged as “successful”

attempt. Closes window

on desktop.

Y

Requester Not

Contacted-Request is re-

queued. Closes window

on desktop. Agent

handles next call in

queue.

N

End Process Call placed back

into queue. (See

descriptions of

Web Page on

previous page)

After “X” number, of re-queue

requests, the request will be

removed. Further at a scheduled

time, any remaining requests will

be removed.

CBM will follow the standard process flow as defined by SOW to the

point where the call is presented to an agent, at which point the

agent will be alerted to the request, and given options to replay the

message (1) or return the call (2). The following process assumes

the agent has pressed 2 to return the call.

Note: It is client responsibility to define how

agents respond to the screen pop, whether

success is defined by simply placing the call,

leaving a message, or actually speaking to the

person who left the request. This call

disposition screen is simply to record the

agent response.

The eVP (e-IVR) will modify CBM to be able to place a CBM Message ID into ANI for queue call logIn addition, the eVP will add auxiliary information to the

CBM Message ID so as to make it unique from other

valid ANI data

See CTI

description,

previous page.

CBM AGENT CALL DISPOSITION

IVR: The eONE will be able to place a CBM Message ID into ANI for queue call log In addition, the

eONE will add auxiliary information to the CBM Message ID so as to make it unique from other

valid ANI data

CTI: Through the use of Computer Telephony Integration (CTI), process which provides a screen

pop to the agent desktop receiving the CBM request in agent queue, passing the CBM ID at which

point the eONE will perform a blind transfer of agent to the customer supplied phone number

(the number entered when requesting a CBM).

Web Page: Screen pop which gives the agent the option to choose either "Call back

completed”/Re-queue call-back" which pushes an http request to the IVRWEB passing the

CBMID, or “Contacted” which will close the screen and record the CBM request as completed.

IVRWEB: This is the http resource on eONE that receives the re-queue request along with CBM ID

(and can detect aux info and remove), forces a re-queue of the CBM record if this has not already

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occurred X (“X” to be determined by Customer) times and then pushes the browser to "close

screen".

MESSAGE TABLE: The message retains overall data including the current message status, phone#,

etc. It is the data containing the CBM Message ID from above.

ALERT TABLE: We have a record for each and every call attempt made including the agent

Selection, allowing eONE/CBM to detect prior instances that indicate a re-queue having taken

place.

11 Supervised Transfer CBM supports supervised transfer in which case CBM calls customer on a separate channel and once connected, merges customer and agent and then drops the calls. To allow supervised transfer, an eivr.ini file configuration should be set up as shown below:

[CBMESSAGING] IPMergeDrop=1

12 Screen Pop Configuration For CBM pops to function as designed, the system must work against SPP software and must exist in an environment that lets us determine the calling number (ANI spoofing) as well as one that allows us to transfer the call to connect to the customer (non-AACC). The calling number in this case will be set to the ID generated for the particular message left. To make it possible for the calls to be distinguishable by SPP once arriving at the agent, the value is “masked” using the standard “Format” function of VB. It is therefore highly recommended to use a mask format different from what any standard or outside phone number could be. For example the setting:

[CBM] PutCBMIDAsANIMask=9990000000000 Will force the spoofed ANI to be 13 digits long, starting with 3 nines, and filled with zeros for the numbers after the nine and before the CBM ID starts. With this in place and once a caller leaves a CBM message, the call the IVR places into queue will appear to come from a number in the above format. An agent will need to answer the call and respond to the IVR through the phone set just like any other CBM deployment. At the point where the call is returned to the customer, SPP will detect the transfer for a CBM call and pop a browser window that contains an option/button representing a form submission of the CBM ID (pulled from the spoofed ANI) to the page: CBMWebRequeue.ashx which will cause the CBM message to be re-queued, regenerating a call into queue to be answered by an agent. It is also recommended to supply a button representing a successful connection, requiring a closing of the browser window as its only function. The pop is generated only at the point where the call is returned to prevent different various scenarios from creating more than one re-queue at a time.

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13 Setting to Requeue Calls stuck in queue Add a new record in VT_OUTCALL_TYPE table with description field value as “CBM Requeue” and ProgId field value as “eIVRCBMVA.clsVoiceApplet” to requeue the calls stuck in queue for some reason.

14 Appendix A – Sample Avaya® Vector

Below is a sample Avaya® Vector similar to the one that you will need to create. The example below

utilizes both Estimated Wait Time and Position In Queue. In this example, VDNs have been be assigned to an Application and the Application has been assigned directly to Channels (or ports). See the section titled Fields – Callback Messaging Settings for more information. Figure 5 A sample Avaya® vector

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15 Frequently Asked Questions: Can I add more Queue VDN’s? A: Yes, CBM supports addition of queue VDN and setting the same for customer & agent call-flow. Incase CBM doesn’t connect to customer, will that be re-queued? A: Yes, CBM re-queues call if current CBM call fails to establish connection with customer/agent. CBM re-queues for number of tries setup on queue VDN.

Can we change default recordings to professional recordings of our choice? A: Yes, client can get the CBM phrases re-recorded and used.

Can we have different recordings for each queue setup? A: Current release supports single recording for all queues. Enhancements to support different recordings are in progress. This would be added feature in new release.

Can we setup call back for our web users. A: Yes, CBM supports web component. It can be integrated onto your web site which customer’s can used for leaving call back requests.

Documents

Callback Messaging User’s Manual · Estimated Wait Time when using this method, as an Avaya® vector can pass only two pieces of information. Either Position In Queue or Estimated