User Manual CIE 1.0 Dialer - Avayasupport.avaya.com/elmodocs2/cie/r1_0/cie_10_dialer_en[1].pdfUser Manual Customer Interaction Express 1.0 Dialer Edition: 03/05/2007 Reproduction and

User Manual Customer Interaction Express 1.0 Dialer

Edition: 1.1 03/05/2007

COMPAS ID: 116796

© Copyright Comergo GmbH 2007 All rights reserved User Manual Customer Interaction Express 1.0 Dialer Edition: 03/05/2007 Reproduction and disclosure of information contained in this copyright-protected document, in any form or by any means, graphical, electronic or mechanical by photocopying, recording on disk or tape or storage in a data retrieval system, even in part, require the prior written consent of Comergo GmbH. All technical data, information and properties of the product described in this document have been compiled to the best of our knowledge at the time of going to print. Subject to modification and improvements to the product in the course of technical developments.

Contents

About this manual 1 Questions about this manual ......................................................................................................1

Who is part of the target group? ..................................................................................1 What kind of information is provided?........................................................................1 What kind of information is not provided?..................................................................1 How is this manual organized?....................................................................................2 Which edition are you reading?...................................................................................2 What has changed? ......................................................................................................2 Where to find additional information? ........................................................................2

How do you get a printed copy? ................................................................................................3 Prerequisites ................................................................................................................3 Printing the manual .....................................................................................................3 Printing problems ........................................................................................................3

Outbound dialer 4 What is the outbound functionality? ..........................................................................................4

What does outbound mean?.........................................................................................4 Where is the outbound functionality used? .................................................................4

Outbound components of a CIE system.....................................................................................5 Component overview...................................................................................................5 Autodialer....................................................................................................................5 Kernel ..........................................................................................................................5 VECTORS...................................................................................................................5 Dialer ...........................................................................................................................5 SYBASE database.......................................................................................................6 Task server ..................................................................................................................6

Dialer .........................................................................................................................................7 Dialer categories..........................................................................................................7 Types of dialers ...........................................................................................................7 Operating modes for dialers ........................................................................................8 Which factors do you have to take into account when configuring a dialer? ..............8

Method of operation ..................................................................................................................9 Illustration: Method of operation.................................................................................9 How does a dialer work? ...........................................................................................10

Special features of the progressive dialer ................................................................................11 Special features of the Progressive dialer type ..........................................................11 Diagram: Dial factor increase....................................................................................12 Diagram: Dial factor decrease ...................................................................................13 Diagram: Evaluation example ...................................................................................14

Getting to know the Dialer module 15 What is the Dialer module? .....................................................................................................15

Prerequisites ..............................................................................................................15 How does the Dialer work? .......................................................................................15 Which prerequisites must be met before you can use the Dialer module? ................16

Structure of the Dialer module.................................................................................................17 Opening the Dialer module .......................................................................................17 Module icon...............................................................................................................17

User Manual CIE 1.0 Dialer Contents • iii

Menus ........................................................................................................................17 Commands of the Dialer menu..................................................................................17 Commands of the Jobs menu.....................................................................................18 Commands of the View menu ...................................................................................18 Commands of the Options menu ...............................................................................19 Commands of the Window menu ..............................................................................19 Commands of the Help menu ....................................................................................19 Columns ....................................................................................................................20 Tool bar .....................................................................................................................21 Status bar ...................................................................................................................22 Saving settings...........................................................................................................22

Setting the options 23 Setting the dialing parameters..................................................................................................23

Restriction for agent dialers.......................................................................................23 System dialing parameters.........................................................................................23 Topic dialing parameters ...........................................................................................23 Agent dialing parameters...........................................................................................24 Dialer type .................................................................................................................24 Dialer mode ...............................................................................................................25 Dialing parameters ....................................................................................................26 Permitted values for dialing parameters ....................................................................28

Configuring number types .......................................................................................................29 What is a number type? .............................................................................................29 Settings for number types ..........................................................................................29 Creating a number type .............................................................................................29

Setting the update interval .......................................................................................................30 What does update interval mean? ..............................................................................30 Setting the update interval .........................................................................................30

Editing a campaign 31 Creating a campaign ................................................................................................................31

What is a campaign?..................................................................................................31 Which prerequisites must be met if you want to create a campaign? ........................31 Campaign: Name.......................................................................................................32 Campaign: Topic .......................................................................................................32 Campaign: Active times ............................................................................................32 Campaign: Tag ..........................................................................................................32 Creating a campaign ..................................................................................................33 Creating jobs for a campaign.....................................................................................33

Changing, copying or deleting a campaign..............................................................................34 Changing a campaign ................................................................................................34 Copying a campaign ..................................................................................................34 Deleting a campaign ..................................................................................................34

Editing jobs 35 Creating a job...........................................................................................................................35

What is a job? ............................................................................................................35 Job: Dialer .................................................................................................................35 Job: Destinations .......................................................................................................35 Job: Active times .......................................................................................................36 Job: Tag .....................................................................................................................36 Selecting a dialer for a job.........................................................................................37 Limiting active times.................................................................................................37 Creating a job ............................................................................................................37

Changing, copying or deleting a job ........................................................................................38 Changing a job...........................................................................................................38 Changing several jobs................................................................................................38

iv • Contents User Manual CIE 1.0 Dialer

Copying a job ............................................................................................................39 Deleting a job ............................................................................................................39

Resetting jobs ..........................................................................................................................40 Resetting a job ...........................................................................................................40 Resetting multiple jobs ..............................................................................................40

Viewing reporting for jobs.......................................................................................................41 What does reporting show? .......................................................................................41 Opening a report ........................................................................................................41 Updating a report.......................................................................................................42

Importing and exporting jobs...................................................................................................43 Import (data) file .......................................................................................................43 Control file ................................................................................................................43 Data types ..................................................................................................................43 Using an example to create an import file .................................................................44 Using an example to create a control file ..................................................................45 Importing jobs ...........................................................................................................45 Possible state filters for export ..................................................................................45 Exporting jobs ...........................................................................................................46

Working with views 47 What does the view show?.......................................................................................................47

What does the view list show? ..................................................................................47 View tool bar .............................................................................................................48

How do you work with views? ................................................................................................49 Displaying the list......................................................................................................49 Adding an agent, campaign or topic ..........................................................................49 Selecting all entries....................................................................................................49 Creating, changing, copying or deleting with View ..................................................50 Opening Dialer management .....................................................................................50

Dialer management 51 What is Dialer management? ...................................................................................................51

Which possibilities does Dialer management offer? .................................................51 What does the Dialer management list show?...........................................................52 Dialer management tool bar ......................................................................................53 Which active times apply and when? ........................................................................53

Working with Dialer management...........................................................................................54 Changing a dialer.......................................................................................................54 Updating the display..................................................................................................54 Opening reporting......................................................................................................54 Starting or stopping a dialer.......................................................................................55 Closing Dialer management ......................................................................................55

Using Help and the About dialog 56 Using the Help function...........................................................................................................56

Help during the operation..........................................................................................56 Starting the Online help.............................................................................................56

Other ways to get help .............................................................................................................56 Information on the Internet........................................................................................56

Guide 57 Introduction .............................................................................................................................57

Note ...........................................................................................................................57 Other modules ...........................................................................................................57

You want to add and save notes for a call................................................................................58 Procedure...................................................................................................................58 Sample import files ...................................................................................................58

User Manual CIE 1.0 Dialer Contents • v

Sample export files ....................................................................................................58 Timed import ...........................................................................................................................59

Procedure...................................................................................................................59 Play announcement to welcome the target subscriber .............................................................60

Procedure...................................................................................................................60 Illustration .................................................................................................................60

Accelerated assignment ...........................................................................................................61 Procedure...................................................................................................................61

Glossary 63

Index 65

vi • Contents User Manual CIE 1.0 Dialer

About this manual

Questions about this manual Before you start reading you might have questions concerning this document. In this section, we answer some of those questions.

Who is part of the target group? This guide is intended for individuals who are working with the Dialer module or who would like to familiarize themselves with the individual characteristics of the module. It makes no difference whether you are using this document in printed or online form.

Use this manual as you see fit, for reference purposes or to get to know the options the Dialer module provides.

Please note that as a user you might have different authorizations (privileges). To be able to use all functions of the Dialer module, you either need to have the respective privileges or sign on as a specific user with the respective password.

What kind of information is provided?

This document contains information on how to operate the Dialer module.

What kind of information is not provided? This document does not provide information on the installation and commissioning of the Dialer module. You can find information about other modules in the CIE system in the corresponding documents.

User Manual CIE 1.0 Dialer About this manual • 1

How is this manual organized?

The structure of this document provides a systematic introduction to the use of the Dialer module. Once you have read a few pages, you will notice that the topics are structured similarly. Usually, an introduction to the topic is provided first. Prerequisites or necessary skills are often described next, Instructions follow the prerequisites or necessary skills. An illustration or example further clarifies the topic.

Which edition are you reading?

The following table lists information about this edition:

Compiled on: March 5, 2007

Based on: Dialer module

Editor: Andreas Marquardt

Available as: Online Help

Acrobat Reader file

Changes Context IDs corrected

What has changed? The following table shows this document's history.

Version Date Changes

1.0 10/26/2006 Final version

Where to find additional information?

This document describes the necessary knowledge and prerequisites, and provides the instructions you need in order to operate the Dialer module.

You will find additional information about the CIE system in the following manuals:

• Guides to the other CIE modules. Like this document, you can use these documents online or in printed form.

2 • About this manual User Manual CIE 1.0 Dialer

How do you get a printed copy?

Perhaps you would rather read this manual on paper than on the PC screen. No problem! You can print the manual. This document is prepared for being printed. Printing this file provides you with a conventional manual.

This manual is printed in German A4 format and consists of about 72 pages.

Prerequisites

The following conditions must be met if you want to print this document.

• You need the CIE DVD.

• An Acrobat Reader of at least Version 4 or higher must be installed on your PC. You find the respective software on the CIE DVD.

• A graphics-capable printer must be connected to your PC.

Printing the manual You want to print this document.

1. In the file manager, open the doc folder on the DVD.

2. Double-click the file cie_10_dialer_en.pdf. The Acrobat Reader application will open to show the manual.

3. Select Print from the File menu of the Acrobat Reader application. The file is printed.

Printing problems If you cannot print the document, please consult your system administrator. Your system administrator can print a copy for you.

User Manual CIE 1.0 Dialer About this manual • 3

Outbound dialer

What is the outbound functionality? The part of a CIE system initiating automatic outbound calls is called outbound dialer. Outbound does not necessarily mean that an agent calls a subscriber of the public network.

If a telephone survey were conducted within a company, for example, this would also be an outbound application.

What does outbound mean? Depending on the mode, the outbound dialer of the CIE system has the following task. Either the call is initiated first from the CIE system and then distributed to an available agent when the connection is successfully established, or the call is presented to the agent for a preview and then placed via the agent. Jobs are the basis for this process. In a CIE system, a job is initiated for a topic.

Like the inbound part, the outbound part is controlled by the programmable call distribution (task flow set). Thus the status of an outbound call can be monitored as well. However, the distribution cannot be manipulated.

Where is the outbound functionality used? The outbound functionality increases agent productivity. The outbound part of a CIE system can be used for the following actions.

• Informational campaigns

• Advertising campaigns

• Callback requests

4 • Outbound dialer User Manual CIE 1.0 Dialer

Outbound components of a CIE system To understand the outbound part of a CIE system you have to learn about the individual components and their interconnections.

Component overview The following list shows the primary components of the outbound part of a CIE system. Please note that lists shows and explains only the most important components. Additional components are needed for special purposes, e.g. to monitor the dialer processes with the Realtime information module. The necessary objects must be configured with the Configuration module.

• Autodialer

• Kernel

• VECTORS

• Task server

• Dialer module

• SYBASE database

Autodialer The Autodialer process runs on the CIE server. This process controls the automatic calls of the CIE system.

Kernel The Kernel process runs on the CIE server. It copies the structures of the PBX. The structure is divided into classes and objects.

VECTORS A process called vectors runs on the CIE server. This process manages the distribution of jobs. To do so, VECTORS needs a compiled form of a task flow script. When you activate a task flow set, it is first converted into a task flow script. VECTORS loads these data from the database and compiles them. If an error occurs during compilation, the task flow set is not activated. If no error occurs vectors runs the task distribution as defined with the task flow set.

Dialer The Dialer module is used as tool to manage the outbound part of a CIE system. You can configure, control, import and export campaigns and jobs.

User Manual CIE 1.0 Dialer Outbound dialer • 5

SYBASE database All outbound information is saved to an internal CC database in the CIE system. SYBASE is used as relational database management system for this CIE database.

Task server The task server adapts the telephone-specific behavior of the PBX and provides services to the kernel process via the task server interface. The task server interface is uniformly defined for all task servers (voice, email) so that the kernel process does not have to distinguish between individual media types and PBX types.


Dialer In the CIE system, the two most important components of the outbound part are the Autodialer process (on the CIE server) and the Dialer module.

The outbound function distinguishes different types of dialers.

Dialer categories

A distinction is made according to the assignment of numbers.

Type Explanation

Campaign dialer When the target numbers are entered in the system it is not determined which agent will process the job. The call distribution of the CIE system (task flow) handles the assignment to agents. In a CIE system a campaign is associated with a topic.

Agent dialer When the target numbers are entered in the system, the jobs are assigned to an agent.

Types of dialers

Depending on how the call is established the following types of dialers are distinguished. You can select the type of dialer and the corresponding dialing parameters in the Dialer module.

Dialer type Explanation

mechanic The customer is called by the CIE system. If the customer is reached, he is automatically connected to an available agent. A high efficiency is reached since agents do not have to deal with unavailable customers or invalid numbers. There is, however, the risk that no agent is available when a customer is reached.

direct The call is initiated from the agent telephone to the customer. This ensures a high degree of quality for the customer since the agent is available from the moment of contact. However, the efficiency is low since agents have to deal with unavailable customers and wrong numbers.

preview The agent is automatically provided with customer data and initiates the call from his telephone to the customer with an action (e.g. clicking a button). This is a sub-form of the direct dialer where the agent can do preparatory work concerning a call.

Please note the following topic: Restriction for agent dialers


Operating modes for dialers

A CIE system supports the following modes for dialer operation. You can select the required operating modes and the corresponding dialing parameters in the Dialer module. The operating modes only apply for mechanic dialing.

Dialer mode Explanation

Auto dialer An Auto dialer initiates a call only when an agent is available. This corresponds with a fixed dial factor of 1.0. The dial factor determines the number of calls that are initiated in relation to signed on agents.


Power dialer A Power dialer initiates as many calls as possible. Connections that cannot be assigned to an agent are released (dropped). A fixed value, e.g. 2, is set for the dial factor. With an dial factor of 2 two calls are initiated for each signed on, available agent.

Progressive dialer

A progressive dialer uses settings to initiate more calls the number of available agents. The dial factor is adjusted automatically depending on the drop rate.

Which factors do you have to take into account when configuring a dialer?

You have to take the following factors into account when you configure a dialer. Configure the settings according to the load. You also have to pay attention to the following factors when configuring the task flow.

Factors Possible measures

How many calls? The PBX must be able to process the amount of calls. Enough lines must be available. The CIE server must be equipped accordingly.

How many available agents are there?

If you want to use an auto dialer or a progressive dialer, it is recommended that at least five agents are signed-on to the respective agent group.

Are the agents fully occupied?

You have to take the number of agents and the average conversation time into account for this factor.

What kind of customer service is to be provided?

The purpose of the dialer determines the kind of customer service. A higher degree of customer service is to be expected e.g. for callback requests than for a marketing campaign.

How many incoming calls? It has to be taken into account whether agents only process outbound calls or whether they answer incoming calls as well. If a CIE system is also processing other tasks (e.g. emails) this has to be taken into account as well.


Method of operation A test run determines the working method of a campaign dialer. The necessary parameters can only be verified with this test run.

Illustration: Method of operation The following schematic illustration shows the mode of operation of the outbound part of a CIE system.

SchedulerCampaign

Topic dialer

SYBASEdatabase

Data/jobs Dialers SPop-BIN SPop-XML DB-API

Taskflow set

Available agents VECTORS

KERNEL

Call established/ conversation

Sorted list

Restricted list

Processed jobs

Test run


How does a dialer work?

The following steps show how a CIE dialer works.

Step Action

1. Jobs are written to the database. These jobs are either created with the Dialer module or written to the database with SPop-BIN, SPop-XML or the DB-API.

2. A scheduler evaluates the active times of jobs. Jobs are processed according to the configured active times.

3. A list contains all active jobs. The entries in the list are sorted according to priority (yes/no) and active time. Jobs with a limited active time (re-submissions) have a higher priority than jobs with an unrestricted active time.

4. A number of jobs are run through the call distribution (task flow set). Depending on the number of available agents jobs are written to a limited list. The number of entries in the limited list is calculated as follows. Number of entries = Twice the number of signed-on agents plus 1.

You can call this assessment of the call distribution a test run (or evaluation). With this test run the call distribution and the agents are "evaluated" and a matching list is created. This list contains all jobs that can be processed at that moment.

5 The jobs of the limited list are transferred to the Kernel process. The following procedure depends on the type of dialer.

Mechanic dialer: Calls are initiated depending on the number of available agents and dial factor. The number of currently established calls is calculated as follows. Number of available agents * Dial factor – Number of currently active jobs. When a target subscriber is reached, the call distribution picks an agent and the connection between target and agent is established. If there is no available agent at this moment, the connection is dropped. Note: The number of established calls cannot be greater than the number of jobs in the limited evaluation list. Example: A maximum of three calls can be established for a signed on agent even if the dial factor is greater.

Direct/Preview dialer: Connections with target subscribers are established for available agents determined by the call distribution. Agents are busy during this time and do not get any other calls.

6. The statuses and qualifications of processed jobs are updated in the database.


Special features of the progressive dialer

Some special characteristics of the progressive dialer type have to be taken into account. Corresponding diagrams clarify these special features.

Special features of the Progressive dialer type

The following table lists the special characteristics of a progressive dialer type.

Special feature Explanation

When does the dialer control start?

At first, the progressive dialer works like a power dialer with the dial factor set for the power dialer. You can call this stage learning or loading phase. Dialer control starts after ten minutes.

See also diagram: Evaluation example

How is the dial factor increased?

The dial factor is increased according to a calculated value every 20 seconds. The dial factor increase is not limited.

See also diagram: Dial factor increase

How is the dial factor decreased?

If a call is dropped, the current drop rate is calculated and the dial factor changes according to this value. The dial factor has a minimum value of 100%.

See also diagram: Dial factor decrease

How is the drop rate calculated?

The drop rate is the ratio of number of reached customers to number of customer-connections released by the CIE system.

The drop rate is calculated according to the sliding window-principle. Sliding window means that after each update interval the calculated period of time moves one update interval. The calculated period of time is 600 seconds (10 minutes). The update interval is 10 seconds.

See also diagram: Evaluation example

What happens in case of a drop?

If the dial factor is reduced after a drop, additional drops do not trigger a reaction for a defined period of time. This defined duration corresponds with the Max. ring time at destination .

See also diagram: Dial factor decrease

What happens during manual switchover from the power dialer to the progressive dialer?

The currently calculated drop rate is set to zero. The further procedure is as described under: When does the dialer control start?.


Diagram: Dial factor increase

The following diagram shows how the dial factor is increased depending on the approximation to the drop rate set.

Y-axis: Change in the overdial factor

X-axis: Convergence to the target drop rate per thousand

0

1

2

3

4

5

6

-500 -400 -300 -200 -100 0 100 200 300 400 500

Example 1:

Set drop rate is 10%

Current drop rate is 5%

Current overdial factor is 3.00

The ratio of the current to set drop rate is 50% Increase by 0.05 Overdial factor is 3.05

Example 2: Set drop rate is 10%



The ratio of the current to set drop rate is 10% Increase by 0.03 Overdial factor is 4.66


Diagram: Dial factor decrease If a call is dropped, the current drop rate is calculated immediately, and the system reacts based on this value.

Y-axis: Convergence to the drop rate in percent (%)

X-axis: Percent change in overdial factor gain

0

5

10

15

20

25

30

35

40

45

-50 -25 0 25 50 75

Example: Set drop rate is 10%



Convergence to the drop rate is 30%

Drop rate is reduced by 26%

Result: (3.2 – 1.0)*26% = 0.57 Overdial factor is 3.2 – 0.57 = 2.63

(A factor of 1.0 must be subtracted from the above overdial factor.)


Diagram: Evaluation example

A csv file created by the Autodialer process was used for this evaluation example. The file name consists of the name of the dialer (configured with the Dialer module), date and time. Example: odr_out 1__02_08__09_52_1.csv

The diagram shows actual values of a predictive dialer of a CIE system. The diagram shows that the progressive dialer runs like a power dialer for ten minutes. The dial factor does not change. The Progressive dialer control starts after ten minutes. The dial factor increases. You can see that the dial factor is reduced when the drop rate increases.

CSV file evaluation

-1000

100200300400500600700800900

1000

Time

Availability Overdial factor Drop rate Drop gradient

Line Curve Explanation

Availability The availability is the number of called customers divided by the number of reached customers.

Dial factor The dial factor is adjusted.

Drop rate A drop rate of 100% is set for this example.

Drop gradient The drop-gradient shows the change of the drop rate (mathematical: 1. 1st derivation).


Getting to know the Dialer module

What is the Dialer module? The Dialer module is a module in the CIE system. The Dialer module is used as a tool to automate external CIE calls.

Prerequisites Configured objects

To work with the Dialer module, you must create certain CIE system objects in the Configuration module. The Dialer module requires the following objects.

• Agents

• Topics

• Tags

How does the Dialer work?

There are two possible modes of operation for the Dialer. You control the mode with the Taskflow Editor module.

Method of operation Explanation

Exclusive use You employ your agents either for answering incoming calls or for processing external calls. Incoming calls and outgoing jobs are processed at different times or if necessary even by different agents.

Permanent use Jobs are automatically scheduled to be processed in times of a decreasing load of incoming calls on your system.

User Manual CIE 1.0 Dialer Getting to know the Dialer module • 15

Which prerequisites must be met before you can use the Dialer module?

The following prerequisites must be met if you want to use the Dialer module.

• In the Configuration module, you must select the Dialer privilege for the agent who wants to use the Dialer module.

• If you are using a CIE system with ACM, you must configure the settings for the VEA.

• You configure the objects necessary for the Dialer module (agents and topics) in the Configuration module.

• To create a campaign, you need a configured topic and a corresponding task flow. You create a task flow with the Taskflow Editor module.

• The Dialer module runs only if the CIE server controls call routing. A corresponding task flow must be active. The Autodialer process runs on the CIE server.

References

For more information on the above topics, see the manuals or Online Help.

16 • Getting to know the Dialer module User Manual CIE 1.0 Dialer

Structure of the Dialer module

Like all Windows applications the Dialer module has menus, commands and a tool bar.

Opening the Dialer module You are signed on in the CIE system and would like to open the Dialer module.

To open the Dialer module, follow these steps.

1. Click Administration on the taskbar.

2. Click Dialer. The Dialer module opens.

or

1. In the Window menu select Dialer.

2. The Dialer module opens.

Module icon

The following icon is used for the Dialer module.

Menus

The following schematic illustration shows the menus of the Dialer module.

Dialer Jobs View Options Window Help

Commands of the Dialer menu

The following table lists all commands and functions of the Dialer menu.

Command Function

Management Opens Dialer management. You can manage configured dialers.

Campaign Shows configured campaigns. You can create, edit, copy or delete a campaign.


Commands of the Jobs menu

The following table lists all commands and functions of the Jobs menu.

Command Function

Create Creates a new job.

Change Opens the selected job. You can change the settings.

Copy Copies the selected job.

Delete Deletes the selected job.

Import Imports jobs.

Export Exports jobs.

Reporting Shows the reporting for jobs and connections.

Commands of the View menu

The following table lists all commands and functions of the View menu.

Command Function

New Deletes the present display of selected jobs and opens a new view.

Select all Selects all jobs.

All jobs Shows the list of all jobs due to be processed.

Add agent Shows the agents. You can add one or several agents to the list. All jobs assigned to the selected agent are selected.

Add campaign Shows the campaigns. You can add one or several campaigns to the list. All jobs assigned to the selected campaign are selected.

Add topic Shows the topics. You can add one or several topics to the list. All jobs assigned to the selected topic are selected.


Commands of the Options menu

The following table lists all commands and functions of the Options menu.

Command Function

System dialing parameters Shows the system dialing parameters. You can configure system dialing parameters.

Topic dialing parameters Lists the topics. You can configure topic dialing parameters

Agent dialing parameters Lists the agents. You can configure agent dialing parameters.

Number types Lists the number types. You can configure number types.

Settings Shows the update interval. You can configure the update interval.

Commands of the Window menu

The following table lists all commands and functions of the Window menu.

Command Function

Tool bar Hides or displays the tool bar.

Status bar Hides or shows the status bar.

Save settings Saves the window settings.

Commands of the Help menu

The following table lists all commands and functions of the Help menu.

Command Function

Contents Shows the Help contents.


Columns Objects, like topics or agent groups, are presented in tables. These tables show additional information on objects in columns.

You can customize the column arrangement of these tables, change the order of columns and display or hide columns. You can also search for certain entries.

Changing the order

Objects in a table are always shown in alphabetical order. You can sort the display alphabetically according to any column. You can sort in ascending or descending order. Per default the information, e.g. names, is presented alphabetically. This means after A comes B then C etc.

Proceed as follows to sort the table according to a certain column.

1. Click the column heading.

2. The table is sorted alphabetically according to this information, e.g. the number. The column heading shows the symbol .

3. Click the column heading again to change the order.

4. The table is sorted in reverse order. The column heading shows the symbol .

Configuring the columns

You can configure which information the table shows. The standard setting is used by default.

Proceed as follows to configure the columns.

1. In table, view click the Columns button. The Configuration of Columns dialog opens.

2. Deselect Use defaults.

3. You can customize the visible columns with the buttons <<< (insert) >>> (remove), Up and Down.

4. Click OK to save your settings. The table of objects is then displayed with the configured columns.

Searching in columns

You can search a table for certain entries. You find respective search fields at the bottom area of the table. You can thus search a table containing many objects for specific objects with certain properties.

Proceed as follows to search for an agent, for example, with a certain number.

1. Enter "2", for example, in the search field for the number.

2. The first entry found is selected in the table. In our case, an agent whose number starts with "2".


Tool bar

The tool bar features the following buttons. You can display or hide the tool bar.

Icon Function Corresponds to

Creates a new job. Jobs menu, Create command

Changes the selected job. Jobs menu, Change command

Copies the selected job. Jobs menu, Copy command

Deletes the selected job. Jobs menu, Delete command

Resets a selected job. Jobs menu, Reset command

Shows reporting for jobs and connections.

Jobs menu, Reporting command

Shows configured campaigns. You can create, edit, copy or delete a campaign

Dialer menu, Campaign command

Opens Dialer management. You can administer configured dialers.

Dialer menu, Management command


Status bar

Die status bar shows the following information.

• Information on the selected command

• Number of jobs

• Number of selected jobs

• Status display of the Autodialer process

Hide or display

You can hide or display the status bar.

1. In the Window menu, select Status bar. The status bar is hidden or displayed.

Mode of operation

A stylized LED in the status bar signals the state of the Autodialer process. The Autodialer process runs on the CIE server.

View option Status

Green The Autodialer process is running. You are working online with the Dialer module.

Red The Autodialer process is not running. You are working offline with the Dialer module.

Saving settings You can save the current settings. The same settings are used the next time you start the module.

Proceed as follows to save the settings.

1. Select Save settings from the Windows menu. The settings are saved.


Setting the options

Setting the dialing parameters

You can define dialing parameters for the system, topics and agents or you can use default parameters.

Restriction for agent dialers Agent dialers can use the Auto Dialer dialer mode and the mechanic dialer type only with direct calls.

If you want jobs to be evaluated as ACD calls, you must select the Mark call as ACD call option. If you also want to select a topic, the agent calls in reporting are assigned to a topic.

System dialing parameters

With the system dialing parameters you determine which dialing parameters apply to jobs. System dialing parameters are applied when you create a job or a campaign.

Topic dialing parameters

With the topic dialing parameters you determine which dialing parameters apply to topics.

Dialing parameters for campaigns

Please note the following dependencies for the dialing parameters of a campaign.

• If you have not configured the topic dialing parameters, the system dialing parameters apply.

• If you change the topic dialing parameters, they apply.

• If you have configured the campaign dialing parameters, they apply instead of the topic or system dialing parameters. To change the campaign dialing parameters, in dialer management, select a campaign and click Change.

User Manual CIE 1.0 Dialer Setting the options • 23

Agent dialing parameters

With agent dialing parameters you determine which dialing parameters apply to agents.

Dialing parameters for agents

Please note the following dependencies for the dialing parameters of agents.

• If you have not configured the agent dialing parameters, the system dialing parameters apply.

• If you change the agent dialing parameters, they apply.

Jobs as ACD calls

If you want jobs to be evaluated as ACD calls, you must select the Mark call as ACD call option. If you also want to select a topic, the agent calls in reporting are assigned to a topic.

Dialer type

You can select one of the following types for a dialer.

Type Explanation Can be set for

Mechanic With a mechanic dialer the connection is established with the target subscriber first. After the target subscriber is reached the dialer initiates a connection with the agent.

System

Topic

Agent

Direct A direct dialer initiates the connection from the agent to the target subscriber.

System

Topic

Agent

Preview A preview dialer initiates the connection from the agent to the target subscriber after a certain preview time has elapsed (agent gets time to prepare the call).

System

Topic

Agent


24 • Setting the options User Manual CIE 1.0 Dialer

Dialer mode

A BCC system supports the following modes for dialer operation. You can specify the mode of operation only for dialers of the type mechanic. Direct and preview dialers always run in Autodialer mode.

Dialer mode Explanation Can be set for

Auto dialer In Auto dialer mode a dialer initiates a call only when an agent is available.


System

Topics

Agents

Power dialer In Power dialer mode a dialer initiates as many calls as possible. Connections that cannot be assigned to an agent are released (dropped).

System

Topics

Agents

Progressive dialer

A progressive dialer uses settings to initiate more calls the number of available agents.

System

Topics

Depending on the type you can configure the following settings.

Setting Explanation Can be set for

Dial factor The dial factor indicates how many connections are established compared to the number of available agents. With a dial factor of 1.0, exactly as many connections are established as there are available agents.

Limitation

For a dial factor of x, only y connections (y = x * number of available agents) will be established if at least x/2 agents are available. If there are not at least x/2 agents available, fewer calls than defined in the dial factor will be established. If only one agent is available, no more than 3 calls will be established.

Power dialer

Progressive dialer

Max. drop rate (in %)

This parameter is closely connected to the dial factor. The maximum drop rate specifies the percentage of initiated calls that may be cancelled by the CIE system before Overdialing is activated.

Please pay attention to a rational setting. If you enter a drop rate of 100% the system can cancel each initiated call.

You can enter the maximum drop rate with one decimal digit e.g. 1.4.

Progressive dialer


Dialing parameters

You can set the following dialing parameters.

Dialing parameters Explanation

Mark call as ACD call

If you check this box, reporting counts this call (by agent dialer or for campaigns by direct/preview dialer) as ACD call. For this an access code must be selected from the selection list. An outbound ACD call is then initiated with this access code. For an agent dialer you also have to select a topic in the agent dialing parameters , which is used to initiate the call.

Note: The agent needs the Outgoing job code privilege. The CSTA-AnswerCall feature must be enabled for the telephone terminal.

The telephone must not be configured as a VU device.

Max. preview time (in mm:ss)

This parameter determines the maximum preview time in minutes and seconds. After the maximum preview time has elapsed a connection is automatically established between agent and target subscriber. During this time the agent is in Preview state and is not assigned ACD calls.

Max. preview time overrun (in mm:ss)

This parameter determines the maximum overrun of the preview time in minutes and seconds. If the agent is busy with a non-ACD call during the preview time, the preview time is increased after its end by the maximum overrun time. This feature can only be evaluated with a first screen.

Reminder time (before dialing) (in mm:ss)

This parameter determines the reminder time in minutes and seconds. If a job of a campaign is saved as re-submission at the processing agent, the agent is provided with a reminder message before the call is initiated. The configured reminder time can only be evaluated by a first screen.

ACW by qualification (in mm:ss)

This parameter determines the ACW by qualification in minutes and seconds. After a job is qualified the agent is put in manual ACW (ACW manual) for the time configured here. This ACW can only be evaluated by a first screen The first screen initiates the ACW and ends it after the time configured here.

Max. number of dial attempts (DAs)

This parameter determines the maximum number of allowed dial attempts. The parameter does not take into account if the destination is busy or does not answer. The value entered here is the maximum value for the parameters Max. number of attempts to busy destination, Max. number of attempts if destination does not answer and Max. number of attempts with closures. The dialer stops processing the job when the number of allowed dial attempts is reached. Please note that the value 0 means infinite in this context.

Max. number of attempts to busy destination

This parameter determines the maximum number of allowed dial attempts to a busy destination. The value entered here must always be less or equal with the value set for Max. number of dial attempts. The dialer stops processing the job when the number of allowed dial attempts is reached. Please note that the value 0 means infinite in this context.


Dialing parameters Explanation

Max. number of attempts if destination does not answer

This parameter determines the maximum number of allowed dial attempts if the destination does not answer. The value entered here must always be less or equal with the value set for Max. number of dial attempts. The dialer stops processing the job when the number of allowed dial attempts is reached. Please note that the value 0 means infinite in this context.

Max. number of attempts when dropped

This parameter determines the maximum number of allowed dial attempts for drop cases.

Max. number of attempts with closures

This parameter determines the maximum number of allowed dial attempts if the destination is not the right partner. The value entered here must always be less or equal with the value set for Max. number of dial attempts. The dialer stops processing the job when the number of allowed dial attempts is reached.

Wait time between 2 DAs to busy destination (in min)

This parameter determines the wait time between to dial attempts if the destination is busy (in minutes).

Wait time between 2 attempts with no answer (in min)

This parameter determines the wait time between to dial attempts if the destination does not answer (in minutes).

Extension of recall time if destination does not answer (in %)

This parameter determines the extension of the recall time in percent if the destination does not answer. 0% means that the configured wait time is always used. X% means that the first time is the configured wait time and that the next unsuccessful wait times are extended by x% of the last wait time.

Wait time between 2 attempts when dropped (in min)

This parameter determines the wait time between to dial attempts for drop cases (in minutes).

Wait time between 2 attempts if customer hangs up (in min)

This parameter determines the wait time between to dial attempts if the customer hangs up before contact (in minutes).

Wait time between 2 attempts with closures (in min)

This parameter determines the wait time between to dial attempts if the destination was not the right partner (in minutes).


Permitted values for dialing parameters

You can set the following values for dialing parameters.

Dialing parameters Default Minimum value

Maximum value

Dial factor 1.0 1.0 8.0

Max. drop rate (in %) 5 0 20

Max. preview time (in mm:ss)

1:00 00:00 30:00

Max. preview time overrun (in mm:ss)

00:00 00:00 5:00

Reminder time (before dialing) (in mm:ss)

00:00 00:00 60:00

ACW by qualification (in mm:ss)

00:00 00:00 5:00

Max. number of dial attempts (DAs)

1000 1 1000

Max. number of attempts to busy destination

1000 1 1000

Max. number of attempts if destination does not answer

1000 1 1000

Max. number of attempts when dropped

10 1 10

Max. number of attempts with closures

1000 1 1000

Wait time between 2 DAs to busy destination (in min)

1 1 60

Wait time between 2 attempts with no answer (in min)

5 5 1000000

Extension of recall time if destination does not answer (in %)

50 0 500

Wait time between 2 attempts when dropped (in min)

1 1 60

Wait time between 2 attempts if customer hangs up (in min)

1 1 60

Wait time between 2 attempts with closures (in min)

1 1 1000000


Configuring number types You can create, copy, or delete a number type.

What is a number type? You enter a destination when you create a job. You assign a type of number to this number.

You can e.g. specify the following types of numbers.

• Phone (private)

• Phone (business)

• Fax (private)

• Fax (business)

• Mobile (private)

• Mobile (business)

Settings for number types

You can configure the following settings for number types.

Setting Explanation

Name Shows the name of the number type (e.g. Telephone [home], Telephone [office], Mobile [home], or Mobile[office]).

Maximum ring time Shows the maximum ring time. You can enter a time between 00:05 minutes minimum and 01:30 minutes maximum. The default is 00:20 minutes. Mobile telephone numbers require a higher maximum ring time.

Time Limits Shows temporal restrictions. You can specify a limited period, e.g. 08:00:00 AM h to 12:00 h. Use the format hh:mm (hours, minutes). You can select weekdays.

Creating a number type

Proceed as follows to create a number type. Proceed as follows:

1. Select Number types from the Options menu. The Select number type dialog opens.

2. Click Create. The Number type [Create] dialog opens.

3. Enter the respective settings.

4. Click OK to save your settings.


Setting the update interval

You can set the update interval.

The CIE system offers the possibility to update the data on jobs and dialers stored in the database automatically at regular intervals. As soon as a dialer has been started this feature is useful for onscreen display and possible reporting evaluations. The automatic update of data lets you check the progress of your dialer.

What does update interval mean?

The update interval shows the time after which the Dialer management and reporting displays are automatically updated.

If you enter 0 the displays are updated automatically after each change. This is the default.

Setting the update interval You can set the update interval. Proceed as follows:

1. Select Settings from the Options menu. The Settings dialog opens.

2. Enter an update interval.



Editing a campaign

Creating a campaign

Familiarize yourself with the term campaign. Please note the prerequisites and corresponding settings.

What is a campaign?

A campaign is an organizational unit for several jobs with the same properties, e.g. the same temporal settings. A campaign is always assigned to a topic. A task flow must have been configured for the topic. Several campaigns can be assigned to one topic.

The Dialer module uses the following icon for a campaign.

Which prerequisites must be met if you want to create a campaign?

The following prerequisites must be met if you want to create a campaign.

• A relevant topic is configured in the Configuration module.

• A relevant task flow is created in the Taskflow Editor module and is active.

Task flow per topic: This Logic contains the query whether there are available agents in the connected agent group. The call is switched through if yes and it is dropped if not.

The following illustration shows an example task flow.

User Manual CIE 1.0 Dialer Editing a campaign • 31

Campaign: Name

A campaign is identified by its name. The name of a campaign must be unambiguous within the CIE system. You can use 30 alphanumeric characters maximum.

Campaign: Topic

You have to select a topic for a campaign. The campaign is processed via the topic.

The Dialer module uses the following icon for a topic.

Campaign: Active times

Active times are the times when you try to process a campaign. You can create, change or delete active times.

You can configure the following settings for active times.

Setting Explanation

Start date Shows the start date. You can select the start date with a calendar.

Start time Shows the start time. You can select a start time.

Stop date Shows the stop date. You can select the stop date with a calendar.

Stop time Shows the stop time. You can select a stop time.

Limitations Shows the time limits when the campaign is processed. You can specify a limited period, e.g. 10:00 AM to 12:00. Use the format hh:mm (hours, minutes). You can select weekdays.

Campaign: Tag

You can add one or several tags to a campaign. You can enter a value for a tag. You can create, change or delete tags.

You can evaluate tags in the CIE system, e.g., during qualification in the first screen.

32 • Editing a campaign User Manual CIE 1.0 Dialer

Creating a campaign

Proceed as follows to create a campaign.

1. Select Campaign from the Dialer menu. The Select Campaign dialog opens.

2. Click Create. The Campaign [Create] dialog opens.

3. You must enter a name.

4. You have to select a topic. Click . The Select topics dialog shows the configured the topics.

5. Select a topic.

6. Click OK. The topic is displayed in the field.

7. You can change the dialing parameters of the campaign. Click Dial. param to change the dialing parameters. When you create a Direct or Preview dialer type campaign, an access code must be selected in the Mark call as ACD call field. You must do this so that jobs in this campaign are evaluated as ACD calls in the reporting.

8. You can create active times. Click Create to set active times.

9. You can create tags. Click Create to create tags.

10. Click OK to save your settings. You can now create jobs for the campaign.

Creating jobs for a campaign

Please refer to the following topic for how to create jobs for a campaign. Creating a job

User Manual CIE 1.0 Dialer Editing a campaign • 33

Changing, copying or deleting a campaign

You can change, delete or copy a campaign.

Changing a campaign

You want to change the settings of a campaign. Proceed as follows:


2. Double-click the campaign in the list. The Campaign [Edit] dialog opens.

3. Change the settings.


Copying a campaign

You can use a campaign as template for other campaigns. To do so you copy the campaign.

You want to copy a configured campaign. Proceed as follows:


2. Select the campaign in the list.

3. Click Copy. The Campaign [Edit] dialog opens.



Deleting a campaign

You can undo the deletion of a campaign. The campaign is no longer listed in the display but remains saved in the database. You can have the deleted campaigns displayed and finally delete them from the database.

You want to delete a campaign. Proceed as follows:


2. Select the campaign in the list.

3. Click Delete. You are prompted.

4. Click Yes to delete the campaign. The campaign is deleted.

34 • Editing a campaign User Manual CIE 1.0 Dialer

Editing jobs

Creating a job You can create a job. You have to select an agent or a campaign for a job.

What is a job? A job is an automatic call of the CIE system to an external number. You can create several numbers for one job and you can define individual active times for each number.

Job: Dialer

You have to select either an agent or a campaign for a job. It is the task of a dialer to process the job.

Job: Destinations

You have to enter a destination for a job. You can only enter numbers.

Do you have to enter an external access code?

You must enter an access code if it is not already configured.

Where do you configure the access code? You configure the access code in the Configuration module.

1. Select PBX from the Service menu.

2. Double-click a PBX.

3. Enter the access code in the AC for dialer field.

Type

You can select the number type (e.g. Telephone [home], Telephone [office], Mobile [home], or Mobile [office]).

Active times:

You can limit active times for destinations.

User Manual CIE 1.0 Dialer Editing jobs • 35

Next attempt

Shows the time of the next dial attempt.

Status

Shows the current state of the number of the job.

Job: Active times

Active times are the times when you try to process a job. You can create, change or delete active times.

You can configure the following settings for active times.

Setting Explanation

Start date Shows the start date. You can select the start date with a calendar.

Start time Shows the start time. You can select a start time.

Stop date Shows the stop date. You can select the stop date with a calendar.

Stop time Shows the stop time. You can select a stop time.

Limitations Shows the time limits when the campaign is processed. You can specify a limited period, e.g. 08:00:00 AM h to 12:00 h. Use the format hh:mm (hours, minutes). You can select weekdays.

Job: Tag

You can add one or several tags to a job. You can enter a value for a tag. You can create, change or delete tags.

You can evaluate tags with the CIE system, e.g., in a first screen.

36 • Editing jobs User Manual CIE 1.0 Dialer

Selecting a dialer for a job

You can either select an agent or a campaign dialer for a job.

Selecting an agent

Proceed as follows to select an agent.

1. Click . The Select agent dialog opens.

2. Double-click an agent.

3. The agent is displayed in the Name field.

Selecting a campaign

Proceed as follows to select a campaign.

1. Click . The Select campaign dialog opens.

2. Double-click a campaign.

3. The campaign is displayed in the Name field.

Limiting active times

You can enter limits for the active times of jobs, campaigns, and target numbers. You can specify a limited period, e.g. 08:00 AM to 12:00 PM. Use the format hh:mm (hours, minutes). You can select weekdays.

Creating a job

Proceed as follows to create a job.

1. Select Create from the Jobs menu. The Job [Create] dialog opens.

2. You have to assign a Dialer to the job. You can either select an

agent or a campaign .

3. Enter the destination.

4. You can set the active times.

5. You can further select tags to be attached to the job.

6. Click OK to save your settings. The job appears in the list. You can change, copy or delete the job.

7. If you create a job for an agent for the first time, the agent dialer is in stopped state. You must start the agent dialer with Dialer management.


Changing, copying or deleting a job You can change, delete or copy a job. You can edit several jobs at a time.

Changing a job You want to change the settings of a job. Proceed as follows:

1. Select the job in the list.

2. Select Change from the Jobs menu or click Change. The Job [Create] dialog opens.


4. Click OK to save your settings. The job appears in the list.

Changing several jobs

You can change several jobs at a time.

You can choose from the following options.

Change Effect

Overwrite job data except destination

Deletes all entries regarding dialers, dialing parameters, active times and tags. New data can be entered.

Add changes to job data Allows the input of additional active times and tags. The new data is added to the previous data.

Standardize active times Deletes all active times. New active timescan be entered.

Standardize Tags Deletes all tags. New tags can be entered.

Proceed as follows to change several jobs.

1. Select several jobs.

2. Select Change from the Jobs menu or click Change. The Change jobs dialog opens.

3. Select an option.




Copying a job You can use a job as template for other jobs. To do so you copy the job.

You want to copy a configured job. Proceed as follows:


2. Select Copy from the Jobs menu or click Copy. The Job [Create] dialog opens.


4. Click OK to save your settings. The job appears in the list.

Deleting a job A deleted job cannot be restored.

You want to delete a job. Proceed as follows:


2. Select Delete from the Jobs menu or click Delete. You are prompted.

3. Click Yes to delete the job. The job is deleted.


Resetting jobs You can delete (reset) the states and active times for one or several jobs.

Resetting a job Proceed as follows to delete the states and active times of a job.


2. In the Jobs menu, select Reset or click Reset. You are prompted.

3. Click Yes to delete the states and active times. The states and active times of the job are reset.

Resetting multiple jobs Proceed as follows to delete the states and active times of a multiple jobs.

1. Select several jobs.

2. In the Jobs menu, select Reset or click Reset. You are prompted.

3. Click Yes to delete the states and active times. The states and active times of the jobs are reset.


Viewing reporting for jobs

The CIE system lets you view reporting for one or more selected jobs.

What does reporting show?

Reporting shows the following information.

Setting Detail

Time Date and time of the last update

Update interval

Jobs Number

Total dial time

Pulse metering

Last attempt (only for a selected job)

Average time between two attempts (only for a selected job)

Connections Attempts

Number

With person

With fax machine

With answering machine

Released before connection

Released by destination:

Released by system:

Destination busy

Agent busy

Hit rate

The hit rate is the percentage of successful connections in relation to all dial attempts.

Opening a report

Proceed as follows to open a report.

1. You can select jobs or not. If you select certain jobs the report is only shown for the selected jobs.

2. In the Jobs menu, select Reporting. If you selected jobs you are asked if you just want to create a report for the selected jobs.

3. Click Yes. The Reporting dialog opens.


Updating a report

Proceed as follows to update a report.

1. Click Update or . The report display is updated.


Importing and exporting jobs

You can import or export job data. Thus you avoid recording already existing data again.

You need a data and a control file for importing and exporting.

Many applications (e.g. Microsoft Excel) can export data in CSV format. You just have to create the corresponding control file.

Import (data) file

The import file contains the data to be imported. The data must be arranged in rows. The data record of a row is imported to a job. Commas separate the values of a record in a row. Rows are thus divided into columns. Each value must be enclosed by apostrophes.

The file extension of the import file is *.csv.

Control file

The control file is used to define the data types of the individual columns of the import file. The first column of the control file specifies the data type of the first column of the import file.

The file extension of the control file is *.txt.

Data types

You need the following data types for an import or export.

Data type Explanation

DestinationNumber You can import destinations. A destination can be a number sequence or a vanity number.

Dialer The dialer for a job is imported using the dialer name. The following order is taken into account for recognizing the type of dialer.

Agent

Topic

Campaign

Note

If there is a Sales agent dialer and a Sales campaign dialer, the job is assigned to the Sales agent dialer.

Topic dialers are only used for customized solutions, such as if a customer wants to be called back the number he specified on a web site. You can create topic dialers using the import interface.

Prio Priority (value 0 or 1) for job initiated at a certain time.



StartTime

StopTime

StartDate

StopDate

Shows the active times. You do not need to define all four columns of the control file. Default values are used for empty columns. If all defined period columns are empty for a job no active time is created for this job.

StartTime and StopTime are the values for time limitations that reoccur on a daily basis.

The times must have the same format as for entry in the Dialer module.

"HH:MM:SS" or "HH:MM" and "DD.MM.YY"

Tag (Tag Name) A value for a tag can only be imported if a Tag Name tag was previously created in the Configuration module.

NOP Columns whose records are to be ignored during the import are marked with NOP. You can use NOP in a control file as often as you want.

Additional settings for export

The following additional settings can be exported.


NextTime

NextDate

Shows date and time for the next dial attempt.

NoTries Shows the number of attempts.

LastInitDate

LastInitTime

Shows date and time of the last attempt.

State Shows the qualification of the job (closure, right party contact, etc.).

Using an example to create an import file

The following instructions use an example to show you how to create an import file.

1. Create a text-only file. The file must not contain any control characters. Use e.g. Notepad to create the import file.

2. The file contains the following data. "0711135860","Campaign 1","Telephone","1" "0711135870","Campaign 2","Radio","0"

3. Save the file under the name Example.csv.


Using an example to create a control file

The following instructions use an example to show you how to create a control file.

1. Create a text-only file. The file must not contain any control characters. Use e.g. Notepad to create the import file.

2. The file contains the following data. DestinationNumber Dialer NOP Tag (BT_Info)

3. Save the file under the name Example.txt.

Importing jobs

You want to import data. The control file and import file must be located in the same folder.

1. Select Import from the Jobs menu. The Import file dialog opens.

2. Double-click the import file.

3. The import procedure starts a program in a Dos box. The data are imported to the database. The TTrace application shows possible error messages. You can change, copy or delete the imported data.

Possible state filters for export You can select the following state filters for an export. Only matching jobs are exported. If a job has the status Ended or Failed this job is not dialed again.

A job can have several states. A new state is added to the left.

Example for several states

Failed,InvalidNumber,DestinationNotReachable

The destination was not reached, then the destination was assessed as bad (invalid) and as a result the job was marked failed.

State filter Explanation

Successful

Ended The job is finished. The job is not dialed again.

Right Party Contact The job was processed. The agent marked the job as done with the First screen module.

Fax A fax machine answered.

AM An answering machine answered.

Closure The job is dialed again at the specified time.



Errors

Failed The destination could not be reached. The job is not dialed again.

InvalidData The job contains invalid data (e.g. invalid times).

TimedOut The next dial attempt is set for after the end of the active time.

MaxTriesReached The number of maximum dial attempts was reached.

InvalidNumber The destination cannot be reached or the number is invalid.

WrongNumber The wrong target subscriber was reached or the PBX reports: No connection with this number.

ContactFailed The target hung up before the agent answered.

DestinationBusy The destination was busy.

DestinationNotReachable The target did not answer.

Dropped An target subscriber answered. However, no agent was available. The call was released.

Canceled (customer) The target hangs up before the job (call) could be assigned to an agent.

Canceled (dialer) The job was canceled by the Dialer process before the target answered.


Init The job is being prepared.

Prio Marks a job that is treated preferentially (callback via First Screen).

Exporting jobs

You can export jobs. You need to create a corresponding control file before you can export jobs.

1. Select Export from the jobs menu. The Export dialog opens.

2. Select the control file.

3. Click Edit to edit the control file. The Editor application shows the contents of the control file. You can edit the control file.

4. Select an option. You can either export selected or all jobs.

5. You can select state filters. If you set state filters only matching jobs are exported.

6. Click OK to export the jobs. The import file is created.

7. You can now edit or evaluate the import file with another application.


Working with views

What does the view show?

Depending on the selection the view lists jobs, agents, campaigns or topics.

What does the view list show?

Chrg disp.: Columns

The view list shows the following information in a table.

Column Explanation

Dialer Shows the dialer.

Destination Shows the destination of the job.

Next attempt Shows date and time of the next dial attempt.

Status Shows the state of the dialer.

Chrg disp.: Status

The Status column shows the following dialer statuses.

Status Explanation

Init The job is being initialized.

Ended, Right Party Contact

The job was processed. The agent marked the job as done with the First screen module.

Closure The job was processed.

Ended, Closure, MaxTriesReached

The job is finished. The number of maximum dial attempts was reached.

DestinationBusy The destination is busy.

DestinationNotReachable The destination cannot be reached.

Ended, Closure, Fax A fax machine answered.

Ended, Closure, AM An answering machine answered.

DestinationBusy The destination is busy. The call was released.

Dropped No agent was available. The call was released.

Failed, InvalidNumber The destination is wrong.

User Manual CIE 1.0 Dialer Working with views • 47

View tool bar

The view tool bar has the following icons.

Icon Function

Creates a new job.

Changes the selected job.

Copies the selected job.

Deletes the selected job.

Resets a selected job.

Opens reporting for the selected dialer.

Opens the Select Campaign dialog. You can create, edit, copy or delete a campaign.

Opens Dialer management. You can manage configured dialers.

48 • Working with views User Manual CIE 1.0 Dialer

How do you work with views?

With a selection field you can determine what the view list shows.

The view list shows all jobs specified with the selection field. If you select a field in the list the corresponding jobs are selected.

Displaying the list

Proceed as follows to have all jobs listed.

1. Select All jobs from the View menu. The list shows all jobs. Please note that depending on the number of jobs, it might take several seconds until all jobs are listed.

Adding an agent, campaign or topic

You can add certain agents, campaigns or topics with the selection field. You can thus e.g. have all jobs of a certain campaign selected.

Adding an agent

Proceed as follows to add an agent to the selection field.

1. Select Add agent from the View menu. The Select agent dialog opens.

2. Double-click an agent. The agent’s jobs are added to the list.

Adding a campaign

Proceed as follows to add a campaign to the selection field.

1. Select Add campaign from the View menu. The Select Campaign dialog opens.

2. Double-click a campaign. The jobs of the campaign are added to the list.

Adding a topic

Proceed as follows to add a topic to the selection field.

1. Select Add topic from the View menu. The Select topics dialog opens.

2. Double-click a topic. The jobs of the topic are added to the list.

Selecting all entries

Proceed as follows to select all entries.

1. Select Select all from the View menu or click . All entries in the list are selected. You can change or delete all jobs.

User Manual CIE 1.0 Dialer Working with views • 49

Creating, changing, copying or deleting with View

You can create, change, copy or delete jobs with the View function.

Create

1. Click Create or . For further information please refer to: Creating a campaign

Change

1. Select one or several jobs.

2. Click Change or . For further information please refer to: Changing a campaign

Copy

1. Select one or several jobs.

2. Click Copy or . For further information please refer to: Copying a campaign

Delete

1. Select one or more jobs.

2. Click Delete or . For further information please refer to: Deleting a campaign

Opening Dialer management

Proceed as follows to open Dialer management.

1. Click . The Dialer Management dialog opens.

50 • Working with views User Manual CIE 1.0 Dialer

Dialer management

What is Dialer management?

There is an instance in the Auto dialer process for each campaign, topic, and agent jobs are assigned to. You can manage this instance with Dialer management i.e. check the status, stop, and start.

Dialer management lists campaigns and jobs. You can either use buttons or icons for the Dialer management functions.

The Dialer management tool bar shows the icons as well as date, time and the update interval.

Which possibilities does Dialer management offer?

Dialer management offers the following possibilities.

• You can change a dialer

• You can update the view

• You can open Reporting.

• You can start or stop a dialer and enable Autostart

User Manual CIE 1.0 Dialer Dialer management • 51

What does the Dialer management list show?

The Dialer management list shows the following information in tabular form.

Column Explanation

Name Shows all dialers with assigned jobs and broken down into types.

Status Shows the states of the listed dialers. The following states are listed.

Started: The dialer has been started.

Standby: The dialer is standing by. The active time has not yet been reached.

Sleeping: The dialer has been started and is ready but no signed-on agents are available.

Running: The dialer is running.

Stopping: The dialer was stopped. The jobs active before stopping are still processed. The active jobs include jobs for which a connection is being established.

Stopped: The dialer was stopped. There are no more active jobs.

Hit rate [%] Shows the number of processed jobs in relation to the number of dial attempts in percent for the respective dialer.

Active Shows the number of currently active jobs of the respective dialer. Active means that the target number is dialed, or the connection between target and agent is being established, or target and agent are talking, or that the agent is in ACW.

Processed Shows the number of processed jobs of the respective dialer.

Total Shows the number of jobs to be processed by the respective dialer.

Icons in Dialer management

The Dialer management list shows the following icons.

Icon Explanation

The job is ready, started or stopped.

The job was processed.

52 • Dialer management User Manual CIE 1.0 Dialer

Dialer management tool bar

The Dialer management tool bar has the following icons.

Icon Function

Starts the selected dialer.

Stops the selected dialer.

Opens the selected dialer. You can change the settings.

Opens reporting for the selected dialer.

Updates the Dialer management display.

Which active times apply and when?

Active times are the times when you try to process a job.

The following priorities apply for the active times of the dialer types.

Dialer type Priority

Job 1

Campaign 2

Topic 3

The priority indicates which active time applies. For example, if an active time is set for a topic and a campaign, the active time of the campaign applies, not the active time of the topic.

In the agent dialer, the active time of the job applies.


Working with Dialer management

Dialer management lets you change dialers, update the view, start or stop a dialer and enable Autostart.

Changing a dialer

You want to change the settings of a dialer. Proceed as follows:

1. Select a dialer.

. The Dialer [Edit] dialog opens. 2. Click Change or

3. You can change the name of the dialer, assign specific dialing parameters, and change or create active times for campaign dialers.


See also:

Which active times apply and when?

Updating the display Proceed as follows to update the Dialer management display.

1. Click Update or . The Dialer management display is updated.

Opening reporting

Proceed as follows to start reporting for a dialer.

1. Select a dialer.

2. Click Reporting or . The Reporting dialog opens. For details about the Reporting dialog please refer to the topic: What does reporting show?

54 • Dialer management User Manual CIE 1.0 Dialer

Starting or stopping a dialer You can start or stop a selected dialer.

Starting

Proceed as follows to start a dialer.

1. Select a dialer.

2. Click Start or . A stopped dialer is started.

Stopping

Proceed as follows to stop a dialer.

1. Select a dialer.

2. Click Stop or . A running dialer is stopped.

Closing Dialer management

You want to exit Dialer management. Proceed as follows:

1. Click Close to close Dialer management.


Using Help and the About dialog

Using the Help function

The Dialer module offers a dialog-oriented, context-sensitive Help function for all menus commands and dialogs. You can search for information on a certain topic.

Help during the operation

You can open Help information for each command and dialog.

1. A dialog is open. Press the F1 key. The Online Help for this dialog opens.

Starting the Online help

You want to read the contents of the Online Help.

1. Select Contents from the Help menu The Online Help opens.

2. Click a text to obtain further information about the topic.

Other ways to get help You can get additional support on the Internet.

Information on the Internet

Please refer to the following Internet sites for information on CIE systems.

http://www.avaya.com

http://www.comergo.com

56 • Using Help and the About dialog User Manual CIE 1.0 Dialer

http://www.avaya.com/

http://www.comergo.com/

Guide

Introduction This topic offers solutions for certain tasks you want to execute with the CIE system.

Note Please note that these solutions are not only limited to the Dialer module. You need to be familiar with the modules in the CIE system.

Other modules For information on the other CIE applications, please refer to the respective documents.

User Manual CIE 1.0 Dialer Guide • 57

You want to add and save notes for a call You want to add notes to calls and save these notes.

Procedure Proceed as follows to add notes to calls and then save these notes.

1. Create a tag in the Configuration module. You have to configure the tag input for this example.

2. In the First screen module, create a cell with the tag, in our example the tag input. Select the Value can be modified option.

3. Create the respective import files. For how to proceed please refer to the topic: Importing and exporting jobs

4. Import the data in the Dialer module.

5. Start the campaign.

6. An agent can edit the field, in our example the field Input, with the First screen module.

7. Once the campaign is done you can export and evaluate the data.

Sample import files The following examples show a control and an import file for import.

Control file DestinationNumber Dialer Tag (name) Tag (Input)

Import file "886113469","campaign","u-room","value1" "88616791"," campaign","4711","value2

Sample export files The following examples show a control and an import file for export.

Control file DestinationNumber Dialer Tag (name) Tag (Input) State

Import file "886113469"," campaign","u-room","1xBCC","Ended, rpc" "88616791"," campaign","4711","ordered PBX","Ended, rpc"

58 • Guide User Manual CIE 1.0 Dialer

Timed import You use the odcsvimp.exe program for the timed import of jobs.

Procedure 1. Create data and control file as usual.

2. Create a batch file calling up the odcsvimp program on the PC running the BCC UI: odcsvimp <import file> -tt <TtraceHost>

3. Create a timed at-job with the operating system of the PC calling up the created batch file. For further information on how to create an at-job please refer to the Help of the operating system.


Play announcement to welcome the target subscriber During the evaluation phase, the vectors process of the CIE server checks if there are available agents in the agent group. Jobs can be initiated if this is the case. Therefore it has to be guaranteed that there is an agent group as target in the task flow during the evaluation phase. You can use a tag to configure this in a task flow. The tag ODSI_Evaluation is only active during the evaluation phase. If there is no available agent an announcement to welcome the target subscriber is played.

Procedure Create the following call flow in the Taskflow Editor:

The Logic right after the topic contains the condition c.“ODSI_Evaluation”==1. The Yes-exit connector is linked directly with the agent group. The No-exit connector is processed after the target subscriber was reached. Please refer to the Taskflow Editor User Manual to learn how to create a task flow.

Illustration The following illustration shows the call flow.

60 • Guide User Manual CIE 1.0 Dialer

Accelerated assignment Setting a tag for the campaign accelerates the assignment of the reached target subscribers to an available agent. Right after the target subscriber is reached the Kernel now selects the agent of the agent group who has been available the longest and assigns the call directly to him.

Procedure

Proceed as follows to create a tag in the Configuration module.

1. In the System menu, select Tag list. The Defined Tags dialog opens.

2. Click Add. The Tag [Create] dialog opens.

3. Enter ODSI_No2ndRoute as name and select User-defined.

4. Select Number as data type.

5. Click OK. The tag with this name is listed.

6. Click OK to save the defined tag.

To add the tag in the Dialer module, follow these steps.


2. Double-click the campaign in the list. The Campaign [Edit] dialog opens.

3. Click Create to create the tag.

4. Select the tag ODSI_No2ndRoute from the list.

5. Enter 1 as value.



Glossary

ACM ACM stands for Avaya Communication Manager.

CIE CIE stands for Customer Interaction Express.

DB-API DB stands for database. API stands for Application Programming Interface.

Configuration Configuration is a module in the CIE system. Objects are configured in the Configuration module. The other modules use these configured objects.

Taskflow Editor Taskflow Editor is a module in the CIE system. The Taskflow Editor module is a tool that makes it easy for you to create a task flow set. A task flow set is the graphical representation of the message distribution within a CIE system. The message distribution determines how messages are handled within the CIE system and which processes are initiated.

VEA VEA stands for Voice Extension Adapter. The VEA is responsible for such tasks as queue announcements.

User Manual CIE 1.0 Dialer Glossary • 63

K Knowledge 2

M Index Max. number of attempts if destination does not answer 26, 27, 28

Max. number of attempts to busy destination 26, 28 Max. number of attempts with gross contact 26, 28 Max. number of dial attempts 26, 27, 28 Max. ring time at destination 11 Mechanic dialer 24 Menu 17, 18, 19 Menus 17, 56

A N Access code 35 NOP 45 Active times 32, 33, 36, 37, 38, 53, 54 Number types 29 Agent dialing parameters 24 Auto dialer 8, 25 O

Options 17, 19, 23 C Campaign 16, 17, 21, 23, 31, 32, 33, 34, 35, 37, 43,

44, 48, 49, 50, 54, 61 P Campaign1 37 Paper 3 Connection 41 Permanent use 15 Connections 8, 21, 25, 41 Power dialer 8, 11, 14, 24, 25 Control file 43, 45, 46 Prerequisites for printing 3

Preview dialer 10 Preview dialers 25 D Printing 3

Destination 35, 37, 38, 47 Destination1 38 R Dialer management 48, 50, 51, 52, 53, 54, 55 Dialer mManagement 51 Reporting 18, 21, 26, 30, 41, 42, 48, 51, 54 Dialing parameters 7, 8, 19, 23, 24, 26, 28, 29, 33, 54 Dialing parameters \Relate 19 S Display 30, 34

Sisplay 42 Drop rate 8, 11, 12, 14, 25, 28 Status bar 19, 22 Structure 2 E

Edition 2 T Exclusive use 15 Tag 32, 36, 43, 44, 45 Exiting 55 Time 11, 41 Tool bar 17, 19, 21, 48, 51, 53 H Type 11, 14, 24, 25, 52

Help 2, 17, 19, 56

U I Update interval 30, 41, 51 Icon 17, 21, 31, 32, 48, 52, 53 Import file 43, 44, 45, 46 V Information 1, 2

View 17, 18, 47, 48, 49, 50, 51, 54 Information on the Internet 56

User Manual CIE 1.0 Dialer Index • 65

W Wait time between 2 attempts with gross contact 26,

28 Wait time between 2 attempts with no answer 26, 27,

28 Wait time between 2 DAs to busy destination 26, 27,

28

66 • Index User Manual CIE 1.0 Dialer

Documents

User Manual CIE 1.0 Dialer - Avayasupport.avaya.com/elmodocs2/cie/r1_0/cie_10_dialer_en[1].pdfUser Manual Customer Interaction Express 1.0 Dialer Edition: 03/05/2007 Reproduction and