Interaction Dialer 40 UpdatePatrick Casanova

Solution Architect Contact Center

Steve Owen Director of Contact Center Development

Scott Swanson CSM SalesBus Dev

Topics of Discussion

bull How does Dialer compare between 30 and 40bull What is new in Dialer 40 SU3bull Dialer Design Conceptsbull Scripting Options for the Agent Desktopbull Intelligent Mobile Connect for TCPA Compliance

DIALER COMPARISONHow does 30 compare to 40 for customers planning to upgrade

Dialer Comparison

bull Multiple Active Campaigns per Agentbull Easier Managementbull Blended Call Dispositionbull Consolidated History Databull More Complete amp Extensive Reportingbull New Preview Dialing Featuresbull Email and SMS Campaignsbull IPA Integration

How does 30 compare to 40

Multiple Active Campaigns per AgentWorkflows are Replaced with Concurrent Campaigns

Dialer 30

Agent 1

Workflow 1

Campaign 2

Campaign 1 (active)

Agent 2

Calls Agent Login

Agent 1

Campaign 1 (active)

Campaign 2 (active)

Campaign 3 (active)

Agent 2Campaign 4 (active)

Workflow 1

Campaign 4 (active)

Campaign 3

Workflow

Calls Agent Login

Dialer 40

Multiple Active Campaigns per AgentWorkflows are Replaced with Concurrent Campaigns

Dialer 30 Dialer 40

Consolidated Dialer ManagementInteraction Center Business Manager

Dialer 30 Dialer 40Dialer Administrationbull Campaign Adminbull PolicyRule Managementbull Etc

Real-time StatsMonitoringbull Campaign Statsbull AgentDisposition Statsbull Etc

Call List Managementbull ImportExport Call Listsbull Query Call Listsbull Update Contact Status

Attempts etc

Interaction Administrator

Interaction Supervisor

SQL Server Enterprise

Manager orOracle Tools

Interaction Center

Business Manager

Dialer Management Consolebull Dialer Administrationbull Real-time StatsMonitoringbull Call List Management

Blended Call DispositionCommon wrap codes across interactions

Dialer 30 Dialer 40

Inbound Call

DispositionWrap-up Code

Outbound Dialer

Call

DispositionReason + Finish

Code

DispositionWrap-up Code (which has a

Wrap-up Code Category)

bull Allows a Dialer call to be dispositioned using the Interaction Client

bull Allows additional reason codes (wrap-up code categories) to be defined

Consolidated Call HistoryRicher Reporting and Analytics

CIC Database

Dialer 30 Dialer 40

Call HistoryI3_Workflow1_CH0

Workflow 1

Campaign 2

Campaign 1Agent Stats

I3_Workflow1_AS0

Call HistoryI3_Workflow2_CH0

Workflow 2

Campaign 4

Campaign 3Agent Stats

I3_Workflow2_AS0

Call HistoryDialerCallHistory

Campaign 2

Campaign 1

Agent StatsDialerAgentStats

Campaign 4

Campaign 3Dialing Stats

DialerCampaignStats

Analytics and Reporting EnhancementsNew analytics reporting built from cross campaign data structure

Dialer 30 Dialer 40

bull 1 set of history tables = Cross-campaign reports + easier better custom reports

bull Reports focus on results across days agent utilization across campaigns call analysis breakdown best time to call by hour and more

bull No cross-workflow reports due to history tables per workflow

bull Focus on abandons finish codes and not as much on results and analysis

bull Require custom reporting work for other commonly requested reports

Enhanced Preview Dialing

Dialer 30 Dialer 40

IPA IntegrationNo longer limited to just custom handlers

Dialer 30 Dialer 40

Policy

HandlerUse different tools to process and kick-off an IPA process with data

from the contact record

PrePost-Call Policy

Kickoff IPA Process ndash pass it contact details

Kickoff IPA Process ndash pass it contact detailsAgent Script

IPA ProcessCall web service to insert contact into campaign call list

IPA ProcessCall web service to

update the status of a contact

Interaction Reporter ndash Dialer Reports

bull CIC 40 still has with it all of the Historical Reports from CIC 30 that customers depend on to manage their dialer These are the Crystal Reports

bull New in 40 are Interaction Reporter reports that are based on the new reporting platform from Grape City

New reporting available in CIC 40

bull Reports can be executed automatically with the Scheduled Reports add-on

Interaction Reporter ndash Dialer ReportsAgent Success Report

Interaction Reporter ndash Dialer ReportsCall History Report

Interaction Reporter ndash Dialer ReportsCampaign Disposition Summary

Interaction Reporter ndash Dialer ReportsCampaign Statistics Report

Interaction Reporter ndash Dialer ReportsDialer Campaign Success Results Report

Interaction Reporter ndash Dialer ReportsCall Analysis Report

Interaction Reporter ndash Dialer ReportsAgent Utilization Report

Interaction Reporter ndash Dialer ReportsAgent Disposition Summary Report

Interaction Reporter ndash Dialer ReportsCall History Report

DIALER 40 SU3What is new in SU3 for current Dialer 40 customers

Interaction Dialer System ComponentsSystem Architecture ndash High Level

bull Interaction Dialer is supported by many Server componentsndash Customer Interaction Center (CIC)ndash Central Campaign Serverndash Database Serverndash Scripting Serverndash Interaction Recorder Serverndash Interaction Media Server

bull Interaction Dialer is accessible through these client applicationsndash Interaction Scripter Clientndash Interaction Client Business Managerndash Interaction Client Netndash Interaction Administratorndash Interaction Attendant

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Topics of Discussion

bull How does Dialer compare between 30 and 40bull What is new in Dialer 40 SU3bull Dialer Design Conceptsbull Scripting Options for the Agent Desktopbull Intelligent Mobile Connect for TCPA Compliance

DIALER COMPARISONHow does 30 compare to 40 for customers planning to upgrade

Dialer Comparison

bull Multiple Active Campaigns per Agentbull Easier Managementbull Blended Call Dispositionbull Consolidated History Databull More Complete amp Extensive Reportingbull New Preview Dialing Featuresbull Email and SMS Campaignsbull IPA Integration

How does 30 compare to 40

Multiple Active Campaigns per AgentWorkflows are Replaced with Concurrent Campaigns

Dialer 30

Agent 1

Workflow 1

Campaign 2

Campaign 1 (active)

Agent 2

Calls Agent Login

Agent 1

Campaign 1 (active)

Campaign 2 (active)

Campaign 3 (active)

Agent 2Campaign 4 (active)

Workflow 1

Campaign 4 (active)

Campaign 3

Workflow

Calls Agent Login

Dialer 40

Multiple Active Campaigns per AgentWorkflows are Replaced with Concurrent Campaigns

Dialer 30 Dialer 40

Consolidated Dialer ManagementInteraction Center Business Manager

Dialer 30 Dialer 40Dialer Administrationbull Campaign Adminbull PolicyRule Managementbull Etc

Real-time StatsMonitoringbull Campaign Statsbull AgentDisposition Statsbull Etc

Call List Managementbull ImportExport Call Listsbull Query Call Listsbull Update Contact Status

Attempts etc

Interaction Administrator

Interaction Supervisor

SQL Server Enterprise

Manager orOracle Tools

Interaction Center

Business Manager

Dialer Management Consolebull Dialer Administrationbull Real-time StatsMonitoringbull Call List Management

Blended Call DispositionCommon wrap codes across interactions

Dialer 30 Dialer 40

Inbound Call

DispositionWrap-up Code

Outbound Dialer

Call

DispositionReason + Finish

Code

DispositionWrap-up Code (which has a

Wrap-up Code Category)

bull Allows a Dialer call to be dispositioned using the Interaction Client

bull Allows additional reason codes (wrap-up code categories) to be defined

Consolidated Call HistoryRicher Reporting and Analytics

CIC Database

Dialer 30 Dialer 40

Call HistoryI3_Workflow1_CH0

Workflow 1

Campaign 2

Campaign 1Agent Stats

I3_Workflow1_AS0

Call HistoryI3_Workflow2_CH0

Workflow 2

Campaign 4

Campaign 3Agent Stats

I3_Workflow2_AS0

Call HistoryDialerCallHistory

Campaign 2

Campaign 1

Agent StatsDialerAgentStats

Campaign 4

Campaign 3Dialing Stats

DialerCampaignStats

Analytics and Reporting EnhancementsNew analytics reporting built from cross campaign data structure

Dialer 30 Dialer 40

bull 1 set of history tables = Cross-campaign reports + easier better custom reports

bull Reports focus on results across days agent utilization across campaigns call analysis breakdown best time to call by hour and more

bull No cross-workflow reports due to history tables per workflow

bull Focus on abandons finish codes and not as much on results and analysis

bull Require custom reporting work for other commonly requested reports

Enhanced Preview Dialing

Dialer 30 Dialer 40

IPA IntegrationNo longer limited to just custom handlers

Dialer 30 Dialer 40

Policy

HandlerUse different tools to process and kick-off an IPA process with data

from the contact record

PrePost-Call Policy

Kickoff IPA Process ndash pass it contact details

Kickoff IPA Process ndash pass it contact detailsAgent Script

IPA ProcessCall web service to insert contact into campaign call list

IPA ProcessCall web service to

update the status of a contact

Interaction Reporter ndash Dialer Reports

bull CIC 40 still has with it all of the Historical Reports from CIC 30 that customers depend on to manage their dialer These are the Crystal Reports

bull New in 40 are Interaction Reporter reports that are based on the new reporting platform from Grape City

New reporting available in CIC 40

bull Reports can be executed automatically with the Scheduled Reports add-on

Interaction Reporter ndash Dialer ReportsAgent Success Report

Interaction Reporter ndash Dialer ReportsCall History Report

Interaction Reporter ndash Dialer ReportsCampaign Disposition Summary

Interaction Reporter ndash Dialer ReportsCampaign Statistics Report

Interaction Reporter ndash Dialer ReportsDialer Campaign Success Results Report

Interaction Reporter ndash Dialer ReportsCall Analysis Report

Interaction Reporter ndash Dialer ReportsAgent Utilization Report

Interaction Reporter ndash Dialer ReportsAgent Disposition Summary Report

Interaction Reporter ndash Dialer ReportsCall History Report

DIALER 40 SU3What is new in SU3 for current Dialer 40 customers

Interaction Dialer System ComponentsSystem Architecture ndash High Level

bull Interaction Dialer is supported by many Server componentsndash Customer Interaction Center (CIC)ndash Central Campaign Serverndash Database Serverndash Scripting Serverndash Interaction Recorder Serverndash Interaction Media Server

bull Interaction Dialer is accessible through these client applicationsndash Interaction Scripter Clientndash Interaction Client Business Managerndash Interaction Client Netndash Interaction Administratorndash Interaction Attendant

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

DIALER COMPARISONHow does 30 compare to 40 for customers planning to upgrade

Dialer Comparison

bull Multiple Active Campaigns per Agentbull Easier Managementbull Blended Call Dispositionbull Consolidated History Databull More Complete amp Extensive Reportingbull New Preview Dialing Featuresbull Email and SMS Campaignsbull IPA Integration

How does 30 compare to 40

Multiple Active Campaigns per AgentWorkflows are Replaced with Concurrent Campaigns

Dialer 30

Agent 1

Workflow 1

Campaign 2

Campaign 1 (active)

Agent 2

Calls Agent Login

Agent 1

Campaign 1 (active)

Campaign 2 (active)

Campaign 3 (active)

Agent 2Campaign 4 (active)

Workflow 1

Campaign 4 (active)

Campaign 3

Workflow

Calls Agent Login

Dialer 40

Multiple Active Campaigns per AgentWorkflows are Replaced with Concurrent Campaigns

Dialer 30 Dialer 40

Consolidated Dialer ManagementInteraction Center Business Manager

Dialer 30 Dialer 40Dialer Administrationbull Campaign Adminbull PolicyRule Managementbull Etc

Real-time StatsMonitoringbull Campaign Statsbull AgentDisposition Statsbull Etc

Call List Managementbull ImportExport Call Listsbull Query Call Listsbull Update Contact Status

Attempts etc

Interaction Administrator

Interaction Supervisor

SQL Server Enterprise

Manager orOracle Tools

Interaction Center

Business Manager

Dialer Management Consolebull Dialer Administrationbull Real-time StatsMonitoringbull Call List Management

Blended Call DispositionCommon wrap codes across interactions

Dialer 30 Dialer 40

Inbound Call

DispositionWrap-up Code

Outbound Dialer

Call

DispositionReason + Finish

Code

DispositionWrap-up Code (which has a

Wrap-up Code Category)

bull Allows a Dialer call to be dispositioned using the Interaction Client

bull Allows additional reason codes (wrap-up code categories) to be defined

Consolidated Call HistoryRicher Reporting and Analytics

CIC Database

Dialer 30 Dialer 40

Call HistoryI3_Workflow1_CH0

Workflow 1

Campaign 2

Campaign 1Agent Stats

I3_Workflow1_AS0

Call HistoryI3_Workflow2_CH0

Workflow 2

Campaign 4

Campaign 3Agent Stats

I3_Workflow2_AS0

Call HistoryDialerCallHistory

Campaign 2

Campaign 1

Agent StatsDialerAgentStats

Campaign 4

Campaign 3Dialing Stats

DialerCampaignStats

Analytics and Reporting EnhancementsNew analytics reporting built from cross campaign data structure

Dialer 30 Dialer 40

bull 1 set of history tables = Cross-campaign reports + easier better custom reports

bull Reports focus on results across days agent utilization across campaigns call analysis breakdown best time to call by hour and more

bull No cross-workflow reports due to history tables per workflow

bull Focus on abandons finish codes and not as much on results and analysis

bull Require custom reporting work for other commonly requested reports

Enhanced Preview Dialing

Dialer 30 Dialer 40

IPA IntegrationNo longer limited to just custom handlers

Dialer 30 Dialer 40

Policy

HandlerUse different tools to process and kick-off an IPA process with data

from the contact record

PrePost-Call Policy

Kickoff IPA Process ndash pass it contact details

Kickoff IPA Process ndash pass it contact detailsAgent Script

IPA ProcessCall web service to insert contact into campaign call list

IPA ProcessCall web service to

update the status of a contact

Interaction Reporter ndash Dialer Reports

bull CIC 40 still has with it all of the Historical Reports from CIC 30 that customers depend on to manage their dialer These are the Crystal Reports

bull New in 40 are Interaction Reporter reports that are based on the new reporting platform from Grape City

New reporting available in CIC 40

bull Reports can be executed automatically with the Scheduled Reports add-on

Interaction Reporter ndash Dialer ReportsAgent Success Report

Interaction Reporter ndash Dialer ReportsCall History Report

Interaction Reporter ndash Dialer ReportsCampaign Disposition Summary

Interaction Reporter ndash Dialer ReportsCampaign Statistics Report

Interaction Reporter ndash Dialer ReportsDialer Campaign Success Results Report

Interaction Reporter ndash Dialer ReportsCall Analysis Report

Interaction Reporter ndash Dialer ReportsAgent Utilization Report

Interaction Reporter ndash Dialer ReportsAgent Disposition Summary Report

Interaction Reporter ndash Dialer ReportsCall History Report

DIALER 40 SU3What is new in SU3 for current Dialer 40 customers

Interaction Dialer System ComponentsSystem Architecture ndash High Level

bull Interaction Dialer is supported by many Server componentsndash Customer Interaction Center (CIC)ndash Central Campaign Serverndash Database Serverndash Scripting Serverndash Interaction Recorder Serverndash Interaction Media Server

bull Interaction Dialer is accessible through these client applicationsndash Interaction Scripter Clientndash Interaction Client Business Managerndash Interaction Client Netndash Interaction Administratorndash Interaction Attendant

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Dialer Comparison

bull Multiple Active Campaigns per Agentbull Easier Managementbull Blended Call Dispositionbull Consolidated History Databull More Complete amp Extensive Reportingbull New Preview Dialing Featuresbull Email and SMS Campaignsbull IPA Integration

How does 30 compare to 40

Multiple Active Campaigns per AgentWorkflows are Replaced with Concurrent Campaigns

Dialer 30

Agent 1

Workflow 1

Campaign 2

Campaign 1 (active)

Agent 2

Calls Agent Login

Agent 1

Campaign 1 (active)

Campaign 2 (active)

Campaign 3 (active)

Agent 2Campaign 4 (active)

Workflow 1

Campaign 4 (active)

Campaign 3

Workflow

Calls Agent Login

Dialer 40

Multiple Active Campaigns per AgentWorkflows are Replaced with Concurrent Campaigns

Dialer 30 Dialer 40

Consolidated Dialer ManagementInteraction Center Business Manager

Dialer 30 Dialer 40Dialer Administrationbull Campaign Adminbull PolicyRule Managementbull Etc

Real-time StatsMonitoringbull Campaign Statsbull AgentDisposition Statsbull Etc

Call List Managementbull ImportExport Call Listsbull Query Call Listsbull Update Contact Status

Attempts etc

Interaction Administrator

Interaction Supervisor

SQL Server Enterprise

Manager orOracle Tools

Interaction Center

Business Manager

Dialer Management Consolebull Dialer Administrationbull Real-time StatsMonitoringbull Call List Management

Blended Call DispositionCommon wrap codes across interactions

Dialer 30 Dialer 40

Inbound Call

DispositionWrap-up Code

Outbound Dialer

Call

DispositionReason + Finish

Code

DispositionWrap-up Code (which has a

Wrap-up Code Category)

bull Allows a Dialer call to be dispositioned using the Interaction Client

bull Allows additional reason codes (wrap-up code categories) to be defined

Consolidated Call HistoryRicher Reporting and Analytics

CIC Database

Dialer 30 Dialer 40

Call HistoryI3_Workflow1_CH0

Workflow 1

Campaign 2

Campaign 1Agent Stats

I3_Workflow1_AS0

Call HistoryI3_Workflow2_CH0

Workflow 2

Campaign 4

Campaign 3Agent Stats

I3_Workflow2_AS0

Call HistoryDialerCallHistory

Campaign 2

Campaign 1

Agent StatsDialerAgentStats

Campaign 4

Campaign 3Dialing Stats

DialerCampaignStats

Analytics and Reporting EnhancementsNew analytics reporting built from cross campaign data structure

Dialer 30 Dialer 40

bull 1 set of history tables = Cross-campaign reports + easier better custom reports

bull Reports focus on results across days agent utilization across campaigns call analysis breakdown best time to call by hour and more

bull No cross-workflow reports due to history tables per workflow

bull Focus on abandons finish codes and not as much on results and analysis

bull Require custom reporting work for other commonly requested reports

Enhanced Preview Dialing

Dialer 30 Dialer 40

IPA IntegrationNo longer limited to just custom handlers

Dialer 30 Dialer 40

Policy

HandlerUse different tools to process and kick-off an IPA process with data

from the contact record

PrePost-Call Policy

Kickoff IPA Process ndash pass it contact details

Kickoff IPA Process ndash pass it contact detailsAgent Script

IPA ProcessCall web service to insert contact into campaign call list

IPA ProcessCall web service to

update the status of a contact

Interaction Reporter ndash Dialer Reports

bull CIC 40 still has with it all of the Historical Reports from CIC 30 that customers depend on to manage their dialer These are the Crystal Reports

bull New in 40 are Interaction Reporter reports that are based on the new reporting platform from Grape City

New reporting available in CIC 40

bull Reports can be executed automatically with the Scheduled Reports add-on

Interaction Reporter ndash Dialer ReportsAgent Success Report

Interaction Reporter ndash Dialer ReportsCall History Report

Interaction Reporter ndash Dialer ReportsCampaign Disposition Summary

Interaction Reporter ndash Dialer ReportsCampaign Statistics Report

Interaction Reporter ndash Dialer ReportsDialer Campaign Success Results Report

Interaction Reporter ndash Dialer ReportsCall Analysis Report

Interaction Reporter ndash Dialer ReportsAgent Utilization Report

Interaction Reporter ndash Dialer ReportsAgent Disposition Summary Report

Interaction Reporter ndash Dialer ReportsCall History Report

DIALER 40 SU3What is new in SU3 for current Dialer 40 customers

Interaction Dialer System ComponentsSystem Architecture ndash High Level

bull Interaction Dialer is supported by many Server componentsndash Customer Interaction Center (CIC)ndash Central Campaign Serverndash Database Serverndash Scripting Serverndash Interaction Recorder Serverndash Interaction Media Server

bull Interaction Dialer is accessible through these client applicationsndash Interaction Scripter Clientndash Interaction Client Business Managerndash Interaction Client Netndash Interaction Administratorndash Interaction Attendant

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Multiple Active Campaigns per AgentWorkflows are Replaced with Concurrent Campaigns

Dialer 30

Agent 1

Workflow 1

Campaign 2

Campaign 1 (active)

Agent 2

Calls Agent Login

Agent 1

Campaign 1 (active)

Campaign 2 (active)

Campaign 3 (active)

Agent 2Campaign 4 (active)

Workflow 1

Campaign 4 (active)

Campaign 3

Workflow

Calls Agent Login

Dialer 40

Multiple Active Campaigns per AgentWorkflows are Replaced with Concurrent Campaigns

Dialer 30 Dialer 40

Consolidated Dialer ManagementInteraction Center Business Manager

Dialer 30 Dialer 40Dialer Administrationbull Campaign Adminbull PolicyRule Managementbull Etc

Real-time StatsMonitoringbull Campaign Statsbull AgentDisposition Statsbull Etc

Call List Managementbull ImportExport Call Listsbull Query Call Listsbull Update Contact Status

Attempts etc

Interaction Administrator

Interaction Supervisor

SQL Server Enterprise

Manager orOracle Tools

Interaction Center

Business Manager

Dialer Management Consolebull Dialer Administrationbull Real-time StatsMonitoringbull Call List Management

Blended Call DispositionCommon wrap codes across interactions

Dialer 30 Dialer 40

Inbound Call

DispositionWrap-up Code

Outbound Dialer

Call

DispositionReason + Finish

Code

DispositionWrap-up Code (which has a

Wrap-up Code Category)

bull Allows a Dialer call to be dispositioned using the Interaction Client

bull Allows additional reason codes (wrap-up code categories) to be defined

Consolidated Call HistoryRicher Reporting and Analytics

CIC Database

Dialer 30 Dialer 40

Call HistoryI3_Workflow1_CH0

Workflow 1

Campaign 2

Campaign 1Agent Stats

I3_Workflow1_AS0

Call HistoryI3_Workflow2_CH0

Workflow 2

Campaign 4

Campaign 3Agent Stats

I3_Workflow2_AS0

Call HistoryDialerCallHistory

Campaign 2

Campaign 1

Agent StatsDialerAgentStats

Campaign 4

Campaign 3Dialing Stats

DialerCampaignStats

Analytics and Reporting EnhancementsNew analytics reporting built from cross campaign data structure

Dialer 30 Dialer 40

bull 1 set of history tables = Cross-campaign reports + easier better custom reports

bull Reports focus on results across days agent utilization across campaigns call analysis breakdown best time to call by hour and more

bull No cross-workflow reports due to history tables per workflow

bull Focus on abandons finish codes and not as much on results and analysis

bull Require custom reporting work for other commonly requested reports

Enhanced Preview Dialing

Dialer 30 Dialer 40

IPA IntegrationNo longer limited to just custom handlers

Dialer 30 Dialer 40

Policy

HandlerUse different tools to process and kick-off an IPA process with data

from the contact record

PrePost-Call Policy

Kickoff IPA Process ndash pass it contact details

Kickoff IPA Process ndash pass it contact detailsAgent Script

IPA ProcessCall web service to insert contact into campaign call list

IPA ProcessCall web service to

update the status of a contact

Interaction Reporter ndash Dialer Reports

bull CIC 40 still has with it all of the Historical Reports from CIC 30 that customers depend on to manage their dialer These are the Crystal Reports

bull New in 40 are Interaction Reporter reports that are based on the new reporting platform from Grape City

New reporting available in CIC 40

bull Reports can be executed automatically with the Scheduled Reports add-on

Interaction Reporter ndash Dialer ReportsAgent Success Report

Interaction Reporter ndash Dialer ReportsCall History Report

Interaction Reporter ndash Dialer ReportsCampaign Disposition Summary

Interaction Reporter ndash Dialer ReportsCampaign Statistics Report

Interaction Reporter ndash Dialer ReportsDialer Campaign Success Results Report

Interaction Reporter ndash Dialer ReportsCall Analysis Report

Interaction Reporter ndash Dialer ReportsAgent Utilization Report

Interaction Reporter ndash Dialer ReportsAgent Disposition Summary Report

Interaction Reporter ndash Dialer ReportsCall History Report

DIALER 40 SU3What is new in SU3 for current Dialer 40 customers

Interaction Dialer System ComponentsSystem Architecture ndash High Level

bull Interaction Dialer is supported by many Server componentsndash Customer Interaction Center (CIC)ndash Central Campaign Serverndash Database Serverndash Scripting Serverndash Interaction Recorder Serverndash Interaction Media Server

bull Interaction Dialer is accessible through these client applicationsndash Interaction Scripter Clientndash Interaction Client Business Managerndash Interaction Client Netndash Interaction Administratorndash Interaction Attendant

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Multiple Active Campaigns per AgentWorkflows are Replaced with Concurrent Campaigns

Dialer 30 Dialer 40

Consolidated Dialer ManagementInteraction Center Business Manager

Dialer 30 Dialer 40Dialer Administrationbull Campaign Adminbull PolicyRule Managementbull Etc

Real-time StatsMonitoringbull Campaign Statsbull AgentDisposition Statsbull Etc

Call List Managementbull ImportExport Call Listsbull Query Call Listsbull Update Contact Status

Attempts etc

Interaction Administrator

Interaction Supervisor

SQL Server Enterprise

Manager orOracle Tools

Interaction Center

Business Manager

Dialer Management Consolebull Dialer Administrationbull Real-time StatsMonitoringbull Call List Management

Blended Call DispositionCommon wrap codes across interactions

Dialer 30 Dialer 40

Inbound Call

DispositionWrap-up Code

Outbound Dialer

Call

DispositionReason + Finish

Code

DispositionWrap-up Code (which has a

Wrap-up Code Category)

bull Allows a Dialer call to be dispositioned using the Interaction Client

bull Allows additional reason codes (wrap-up code categories) to be defined

Consolidated Call HistoryRicher Reporting and Analytics

CIC Database

Dialer 30 Dialer 40

Call HistoryI3_Workflow1_CH0

Workflow 1

Campaign 2

Campaign 1Agent Stats

I3_Workflow1_AS0

Call HistoryI3_Workflow2_CH0

Workflow 2

Campaign 4

Campaign 3Agent Stats

I3_Workflow2_AS0

Call HistoryDialerCallHistory

Campaign 2

Campaign 1

Agent StatsDialerAgentStats

Campaign 4

Campaign 3Dialing Stats

DialerCampaignStats

Analytics and Reporting EnhancementsNew analytics reporting built from cross campaign data structure

Dialer 30 Dialer 40

bull 1 set of history tables = Cross-campaign reports + easier better custom reports

bull Reports focus on results across days agent utilization across campaigns call analysis breakdown best time to call by hour and more

bull No cross-workflow reports due to history tables per workflow

bull Focus on abandons finish codes and not as much on results and analysis

bull Require custom reporting work for other commonly requested reports

Enhanced Preview Dialing

Dialer 30 Dialer 40

IPA IntegrationNo longer limited to just custom handlers

Dialer 30 Dialer 40

Policy

HandlerUse different tools to process and kick-off an IPA process with data

from the contact record

PrePost-Call Policy

Kickoff IPA Process ndash pass it contact details

Kickoff IPA Process ndash pass it contact detailsAgent Script

IPA ProcessCall web service to insert contact into campaign call list

IPA ProcessCall web service to

update the status of a contact

Interaction Reporter ndash Dialer Reports

bull CIC 40 still has with it all of the Historical Reports from CIC 30 that customers depend on to manage their dialer These are the Crystal Reports

bull New in 40 are Interaction Reporter reports that are based on the new reporting platform from Grape City

New reporting available in CIC 40

bull Reports can be executed automatically with the Scheduled Reports add-on

Interaction Reporter ndash Dialer ReportsAgent Success Report

Interaction Reporter ndash Dialer ReportsCall History Report

Interaction Reporter ndash Dialer ReportsCampaign Disposition Summary

Interaction Reporter ndash Dialer ReportsCampaign Statistics Report

Interaction Reporter ndash Dialer ReportsDialer Campaign Success Results Report

Interaction Reporter ndash Dialer ReportsCall Analysis Report

Interaction Reporter ndash Dialer ReportsAgent Utilization Report

Interaction Reporter ndash Dialer ReportsAgent Disposition Summary Report

Interaction Reporter ndash Dialer ReportsCall History Report

DIALER 40 SU3What is new in SU3 for current Dialer 40 customers

Interaction Dialer System ComponentsSystem Architecture ndash High Level

bull Interaction Dialer is supported by many Server componentsndash Customer Interaction Center (CIC)ndash Central Campaign Serverndash Database Serverndash Scripting Serverndash Interaction Recorder Serverndash Interaction Media Server

bull Interaction Dialer is accessible through these client applicationsndash Interaction Scripter Clientndash Interaction Client Business Managerndash Interaction Client Netndash Interaction Administratorndash Interaction Attendant

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Consolidated Dialer ManagementInteraction Center Business Manager

Dialer 30 Dialer 40Dialer Administrationbull Campaign Adminbull PolicyRule Managementbull Etc

Real-time StatsMonitoringbull Campaign Statsbull AgentDisposition Statsbull Etc

Call List Managementbull ImportExport Call Listsbull Query Call Listsbull Update Contact Status

Attempts etc

Interaction Administrator

Interaction Supervisor

SQL Server Enterprise

Manager orOracle Tools

Interaction Center

Business Manager

Dialer Management Consolebull Dialer Administrationbull Real-time StatsMonitoringbull Call List Management

Blended Call DispositionCommon wrap codes across interactions

Dialer 30 Dialer 40

Inbound Call

DispositionWrap-up Code

Outbound Dialer

Call

DispositionReason + Finish

Code

DispositionWrap-up Code (which has a

Wrap-up Code Category)

bull Allows a Dialer call to be dispositioned using the Interaction Client

bull Allows additional reason codes (wrap-up code categories) to be defined

Consolidated Call HistoryRicher Reporting and Analytics

CIC Database

Dialer 30 Dialer 40

Call HistoryI3_Workflow1_CH0

Workflow 1

Campaign 2

Campaign 1Agent Stats

I3_Workflow1_AS0

Call HistoryI3_Workflow2_CH0

Workflow 2

Campaign 4

Campaign 3Agent Stats

I3_Workflow2_AS0

Call HistoryDialerCallHistory

Campaign 2

Campaign 1

Agent StatsDialerAgentStats

Campaign 4

Campaign 3Dialing Stats

DialerCampaignStats

Analytics and Reporting EnhancementsNew analytics reporting built from cross campaign data structure

Dialer 30 Dialer 40

bull 1 set of history tables = Cross-campaign reports + easier better custom reports

bull Reports focus on results across days agent utilization across campaigns call analysis breakdown best time to call by hour and more

bull No cross-workflow reports due to history tables per workflow

bull Focus on abandons finish codes and not as much on results and analysis

bull Require custom reporting work for other commonly requested reports

Enhanced Preview Dialing

Dialer 30 Dialer 40

IPA IntegrationNo longer limited to just custom handlers

Dialer 30 Dialer 40

Policy

HandlerUse different tools to process and kick-off an IPA process with data

from the contact record

PrePost-Call Policy

Kickoff IPA Process ndash pass it contact details

Kickoff IPA Process ndash pass it contact detailsAgent Script

IPA ProcessCall web service to insert contact into campaign call list

IPA ProcessCall web service to

update the status of a contact

Interaction Reporter ndash Dialer Reports

bull CIC 40 still has with it all of the Historical Reports from CIC 30 that customers depend on to manage their dialer These are the Crystal Reports

bull New in 40 are Interaction Reporter reports that are based on the new reporting platform from Grape City

New reporting available in CIC 40

bull Reports can be executed automatically with the Scheduled Reports add-on

Interaction Reporter ndash Dialer ReportsAgent Success Report

Interaction Reporter ndash Dialer ReportsCall History Report

Interaction Reporter ndash Dialer ReportsCampaign Disposition Summary

Interaction Reporter ndash Dialer ReportsCampaign Statistics Report

Interaction Reporter ndash Dialer ReportsDialer Campaign Success Results Report

Interaction Reporter ndash Dialer ReportsCall Analysis Report

Interaction Reporter ndash Dialer ReportsAgent Utilization Report

Interaction Reporter ndash Dialer ReportsAgent Disposition Summary Report

Interaction Reporter ndash Dialer ReportsCall History Report

DIALER 40 SU3What is new in SU3 for current Dialer 40 customers

Interaction Dialer System ComponentsSystem Architecture ndash High Level

bull Interaction Dialer is supported by many Server componentsndash Customer Interaction Center (CIC)ndash Central Campaign Serverndash Database Serverndash Scripting Serverndash Interaction Recorder Serverndash Interaction Media Server

bull Interaction Dialer is accessible through these client applicationsndash Interaction Scripter Clientndash Interaction Client Business Managerndash Interaction Client Netndash Interaction Administratorndash Interaction Attendant

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Blended Call DispositionCommon wrap codes across interactions

Dialer 30 Dialer 40

Inbound Call

DispositionWrap-up Code

Outbound Dialer

Call

DispositionReason + Finish

Code

DispositionWrap-up Code (which has a

Wrap-up Code Category)

bull Allows a Dialer call to be dispositioned using the Interaction Client

bull Allows additional reason codes (wrap-up code categories) to be defined

Consolidated Call HistoryRicher Reporting and Analytics

CIC Database

Dialer 30 Dialer 40

Call HistoryI3_Workflow1_CH0

Workflow 1

Campaign 2

Campaign 1Agent Stats

I3_Workflow1_AS0

Call HistoryI3_Workflow2_CH0

Workflow 2

Campaign 4

Campaign 3Agent Stats

I3_Workflow2_AS0

Call HistoryDialerCallHistory

Campaign 2

Campaign 1

Agent StatsDialerAgentStats

Campaign 4

Campaign 3Dialing Stats

DialerCampaignStats

Analytics and Reporting EnhancementsNew analytics reporting built from cross campaign data structure

Dialer 30 Dialer 40

bull 1 set of history tables = Cross-campaign reports + easier better custom reports

bull Reports focus on results across days agent utilization across campaigns call analysis breakdown best time to call by hour and more

bull No cross-workflow reports due to history tables per workflow

bull Focus on abandons finish codes and not as much on results and analysis

bull Require custom reporting work for other commonly requested reports

Enhanced Preview Dialing

Dialer 30 Dialer 40

IPA IntegrationNo longer limited to just custom handlers

Dialer 30 Dialer 40

Policy

HandlerUse different tools to process and kick-off an IPA process with data

from the contact record

PrePost-Call Policy

Kickoff IPA Process ndash pass it contact details

Kickoff IPA Process ndash pass it contact detailsAgent Script

IPA ProcessCall web service to insert contact into campaign call list

IPA ProcessCall web service to

update the status of a contact

Interaction Reporter ndash Dialer Reports

bull CIC 40 still has with it all of the Historical Reports from CIC 30 that customers depend on to manage their dialer These are the Crystal Reports

bull New in 40 are Interaction Reporter reports that are based on the new reporting platform from Grape City

New reporting available in CIC 40

bull Reports can be executed automatically with the Scheduled Reports add-on

Interaction Reporter ndash Dialer ReportsAgent Success Report

Interaction Reporter ndash Dialer ReportsCall History Report

Interaction Reporter ndash Dialer ReportsCampaign Disposition Summary

Interaction Reporter ndash Dialer ReportsCampaign Statistics Report

Interaction Reporter ndash Dialer ReportsDialer Campaign Success Results Report

Interaction Reporter ndash Dialer ReportsCall Analysis Report

Interaction Reporter ndash Dialer ReportsAgent Utilization Report

Interaction Reporter ndash Dialer ReportsAgent Disposition Summary Report

Interaction Reporter ndash Dialer ReportsCall History Report

DIALER 40 SU3What is new in SU3 for current Dialer 40 customers

Interaction Dialer System ComponentsSystem Architecture ndash High Level

bull Interaction Dialer is supported by many Server componentsndash Customer Interaction Center (CIC)ndash Central Campaign Serverndash Database Serverndash Scripting Serverndash Interaction Recorder Serverndash Interaction Media Server

bull Interaction Dialer is accessible through these client applicationsndash Interaction Scripter Clientndash Interaction Client Business Managerndash Interaction Client Netndash Interaction Administratorndash Interaction Attendant

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Consolidated Call HistoryRicher Reporting and Analytics

CIC Database

Dialer 30 Dialer 40

Call HistoryI3_Workflow1_CH0

Workflow 1

Campaign 2

Campaign 1Agent Stats

I3_Workflow1_AS0

Call HistoryI3_Workflow2_CH0

Workflow 2

Campaign 4

Campaign 3Agent Stats

I3_Workflow2_AS0

Call HistoryDialerCallHistory

Campaign 2

Campaign 1

Agent StatsDialerAgentStats

Campaign 4

Campaign 3Dialing Stats

DialerCampaignStats

Analytics and Reporting EnhancementsNew analytics reporting built from cross campaign data structure

Dialer 30 Dialer 40

bull 1 set of history tables = Cross-campaign reports + easier better custom reports

bull Reports focus on results across days agent utilization across campaigns call analysis breakdown best time to call by hour and more

bull No cross-workflow reports due to history tables per workflow

bull Focus on abandons finish codes and not as much on results and analysis

bull Require custom reporting work for other commonly requested reports

Enhanced Preview Dialing

Dialer 30 Dialer 40

IPA IntegrationNo longer limited to just custom handlers

Dialer 30 Dialer 40

Policy

HandlerUse different tools to process and kick-off an IPA process with data

from the contact record

PrePost-Call Policy

Kickoff IPA Process ndash pass it contact details

Kickoff IPA Process ndash pass it contact detailsAgent Script

IPA ProcessCall web service to insert contact into campaign call list

IPA ProcessCall web service to

update the status of a contact

Interaction Reporter ndash Dialer Reports

bull CIC 40 still has with it all of the Historical Reports from CIC 30 that customers depend on to manage their dialer These are the Crystal Reports

bull New in 40 are Interaction Reporter reports that are based on the new reporting platform from Grape City

New reporting available in CIC 40

bull Reports can be executed automatically with the Scheduled Reports add-on

Interaction Reporter ndash Dialer ReportsAgent Success Report

Interaction Reporter ndash Dialer ReportsCall History Report

Interaction Reporter ndash Dialer ReportsCampaign Disposition Summary

Interaction Reporter ndash Dialer ReportsCampaign Statistics Report

Interaction Reporter ndash Dialer ReportsDialer Campaign Success Results Report

Interaction Reporter ndash Dialer ReportsCall Analysis Report

Interaction Reporter ndash Dialer ReportsAgent Utilization Report

Interaction Reporter ndash Dialer ReportsAgent Disposition Summary Report

Interaction Reporter ndash Dialer ReportsCall History Report

DIALER 40 SU3What is new in SU3 for current Dialer 40 customers

Interaction Dialer System ComponentsSystem Architecture ndash High Level

bull Interaction Dialer is supported by many Server componentsndash Customer Interaction Center (CIC)ndash Central Campaign Serverndash Database Serverndash Scripting Serverndash Interaction Recorder Serverndash Interaction Media Server

bull Interaction Dialer is accessible through these client applicationsndash Interaction Scripter Clientndash Interaction Client Business Managerndash Interaction Client Netndash Interaction Administratorndash Interaction Attendant

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Analytics and Reporting EnhancementsNew analytics reporting built from cross campaign data structure

Dialer 30 Dialer 40

bull 1 set of history tables = Cross-campaign reports + easier better custom reports

bull Reports focus on results across days agent utilization across campaigns call analysis breakdown best time to call by hour and more

bull No cross-workflow reports due to history tables per workflow

bull Focus on abandons finish codes and not as much on results and analysis

bull Require custom reporting work for other commonly requested reports

Enhanced Preview Dialing

Dialer 30 Dialer 40

IPA IntegrationNo longer limited to just custom handlers

Dialer 30 Dialer 40

Policy

HandlerUse different tools to process and kick-off an IPA process with data

from the contact record

PrePost-Call Policy

Kickoff IPA Process ndash pass it contact details

Kickoff IPA Process ndash pass it contact detailsAgent Script

IPA ProcessCall web service to insert contact into campaign call list

IPA ProcessCall web service to

update the status of a contact

Interaction Reporter ndash Dialer Reports

bull CIC 40 still has with it all of the Historical Reports from CIC 30 that customers depend on to manage their dialer These are the Crystal Reports

bull New in 40 are Interaction Reporter reports that are based on the new reporting platform from Grape City

New reporting available in CIC 40

bull Reports can be executed automatically with the Scheduled Reports add-on

Interaction Reporter ndash Dialer ReportsAgent Success Report

Interaction Reporter ndash Dialer ReportsCall History Report

Interaction Reporter ndash Dialer ReportsCampaign Disposition Summary

Interaction Reporter ndash Dialer ReportsCampaign Statistics Report

Interaction Reporter ndash Dialer ReportsDialer Campaign Success Results Report

Interaction Reporter ndash Dialer ReportsCall Analysis Report

Interaction Reporter ndash Dialer ReportsAgent Utilization Report

Interaction Reporter ndash Dialer ReportsAgent Disposition Summary Report

Interaction Reporter ndash Dialer ReportsCall History Report

DIALER 40 SU3What is new in SU3 for current Dialer 40 customers

Interaction Dialer System ComponentsSystem Architecture ndash High Level

bull Interaction Dialer is supported by many Server componentsndash Customer Interaction Center (CIC)ndash Central Campaign Serverndash Database Serverndash Scripting Serverndash Interaction Recorder Serverndash Interaction Media Server

bull Interaction Dialer is accessible through these client applicationsndash Interaction Scripter Clientndash Interaction Client Business Managerndash Interaction Client Netndash Interaction Administratorndash Interaction Attendant

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Enhanced Preview Dialing

Dialer 30 Dialer 40

IPA IntegrationNo longer limited to just custom handlers

Dialer 30 Dialer 40

Policy

HandlerUse different tools to process and kick-off an IPA process with data

from the contact record

PrePost-Call Policy

Kickoff IPA Process ndash pass it contact details

Kickoff IPA Process ndash pass it contact detailsAgent Script

IPA ProcessCall web service to insert contact into campaign call list

IPA ProcessCall web service to

update the status of a contact

Interaction Reporter ndash Dialer Reports

bull CIC 40 still has with it all of the Historical Reports from CIC 30 that customers depend on to manage their dialer These are the Crystal Reports

bull New in 40 are Interaction Reporter reports that are based on the new reporting platform from Grape City

New reporting available in CIC 40

bull Reports can be executed automatically with the Scheduled Reports add-on

Interaction Reporter ndash Dialer ReportsAgent Success Report

Interaction Reporter ndash Dialer ReportsCall History Report

Interaction Reporter ndash Dialer ReportsCampaign Disposition Summary

Interaction Reporter ndash Dialer ReportsCampaign Statistics Report

Interaction Reporter ndash Dialer ReportsDialer Campaign Success Results Report

Interaction Reporter ndash Dialer ReportsCall Analysis Report

Interaction Reporter ndash Dialer ReportsAgent Utilization Report

Interaction Reporter ndash Dialer ReportsAgent Disposition Summary Report

Interaction Reporter ndash Dialer ReportsCall History Report

DIALER 40 SU3What is new in SU3 for current Dialer 40 customers

Interaction Dialer System ComponentsSystem Architecture ndash High Level

bull Interaction Dialer is supported by many Server componentsndash Customer Interaction Center (CIC)ndash Central Campaign Serverndash Database Serverndash Scripting Serverndash Interaction Recorder Serverndash Interaction Media Server

bull Interaction Dialer is accessible through these client applicationsndash Interaction Scripter Clientndash Interaction Client Business Managerndash Interaction Client Netndash Interaction Administratorndash Interaction Attendant

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

IPA IntegrationNo longer limited to just custom handlers

Dialer 30 Dialer 40

Policy

HandlerUse different tools to process and kick-off an IPA process with data

from the contact record

PrePost-Call Policy

Kickoff IPA Process ndash pass it contact details

Kickoff IPA Process ndash pass it contact detailsAgent Script

IPA ProcessCall web service to insert contact into campaign call list

IPA ProcessCall web service to

update the status of a contact

Interaction Reporter ndash Dialer Reports

bull CIC 40 still has with it all of the Historical Reports from CIC 30 that customers depend on to manage their dialer These are the Crystal Reports

bull New in 40 are Interaction Reporter reports that are based on the new reporting platform from Grape City

New reporting available in CIC 40

bull Reports can be executed automatically with the Scheduled Reports add-on

Interaction Reporter ndash Dialer ReportsAgent Success Report

Interaction Reporter ndash Dialer ReportsCall History Report

Interaction Reporter ndash Dialer ReportsCampaign Disposition Summary

Interaction Reporter ndash Dialer ReportsCampaign Statistics Report

Interaction Reporter ndash Dialer ReportsDialer Campaign Success Results Report

Interaction Reporter ndash Dialer ReportsCall Analysis Report

Interaction Reporter ndash Dialer ReportsAgent Utilization Report

Interaction Reporter ndash Dialer ReportsAgent Disposition Summary Report

Interaction Reporter ndash Dialer ReportsCall History Report

DIALER 40 SU3What is new in SU3 for current Dialer 40 customers

Interaction Dialer System ComponentsSystem Architecture ndash High Level

bull Interaction Dialer is supported by many Server componentsndash Customer Interaction Center (CIC)ndash Central Campaign Serverndash Database Serverndash Scripting Serverndash Interaction Recorder Serverndash Interaction Media Server

bull Interaction Dialer is accessible through these client applicationsndash Interaction Scripter Clientndash Interaction Client Business Managerndash Interaction Client Netndash Interaction Administratorndash Interaction Attendant

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Interaction Reporter ndash Dialer Reports

bull CIC 40 still has with it all of the Historical Reports from CIC 30 that customers depend on to manage their dialer These are the Crystal Reports

bull New in 40 are Interaction Reporter reports that are based on the new reporting platform from Grape City

New reporting available in CIC 40

bull Reports can be executed automatically with the Scheduled Reports add-on

Interaction Reporter ndash Dialer ReportsAgent Success Report

Interaction Reporter ndash Dialer ReportsCall History Report

Interaction Reporter ndash Dialer ReportsCampaign Disposition Summary

Interaction Reporter ndash Dialer ReportsCampaign Statistics Report

Interaction Reporter ndash Dialer ReportsDialer Campaign Success Results Report

Interaction Reporter ndash Dialer ReportsCall Analysis Report

Interaction Reporter ndash Dialer ReportsAgent Utilization Report

Interaction Reporter ndash Dialer ReportsAgent Disposition Summary Report

Interaction Reporter ndash Dialer ReportsCall History Report

DIALER 40 SU3What is new in SU3 for current Dialer 40 customers

Interaction Dialer System ComponentsSystem Architecture ndash High Level

bull Interaction Dialer is supported by many Server componentsndash Customer Interaction Center (CIC)ndash Central Campaign Serverndash Database Serverndash Scripting Serverndash Interaction Recorder Serverndash Interaction Media Server

bull Interaction Dialer is accessible through these client applicationsndash Interaction Scripter Clientndash Interaction Client Business Managerndash Interaction Client Netndash Interaction Administratorndash Interaction Attendant

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Interaction Reporter ndash Dialer ReportsAgent Success Report

Interaction Reporter ndash Dialer ReportsCall History Report

Interaction Reporter ndash Dialer ReportsCampaign Disposition Summary

Interaction Reporter ndash Dialer ReportsCampaign Statistics Report

Interaction Reporter ndash Dialer ReportsDialer Campaign Success Results Report

Interaction Reporter ndash Dialer ReportsCall Analysis Report

Interaction Reporter ndash Dialer ReportsAgent Utilization Report

Interaction Reporter ndash Dialer ReportsAgent Disposition Summary Report

Interaction Reporter ndash Dialer ReportsCall History Report

DIALER 40 SU3What is new in SU3 for current Dialer 40 customers

Interaction Dialer System ComponentsSystem Architecture ndash High Level

bull Interaction Dialer is supported by many Server componentsndash Customer Interaction Center (CIC)ndash Central Campaign Serverndash Database Serverndash Scripting Serverndash Interaction Recorder Serverndash Interaction Media Server

bull Interaction Dialer is accessible through these client applicationsndash Interaction Scripter Clientndash Interaction Client Business Managerndash Interaction Client Netndash Interaction Administratorndash Interaction Attendant

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Interaction Reporter ndash Dialer ReportsCall History Report

Interaction Reporter ndash Dialer ReportsCampaign Disposition Summary

Interaction Reporter ndash Dialer ReportsCampaign Statistics Report

Interaction Reporter ndash Dialer ReportsDialer Campaign Success Results Report

Interaction Reporter ndash Dialer ReportsCall Analysis Report

Interaction Reporter ndash Dialer ReportsAgent Utilization Report

Interaction Reporter ndash Dialer ReportsAgent Disposition Summary Report

Interaction Reporter ndash Dialer ReportsCall History Report

DIALER 40 SU3What is new in SU3 for current Dialer 40 customers

Interaction Dialer System ComponentsSystem Architecture ndash High Level

bull Interaction Dialer is supported by many Server componentsndash Customer Interaction Center (CIC)ndash Central Campaign Serverndash Database Serverndash Scripting Serverndash Interaction Recorder Serverndash Interaction Media Server

bull Interaction Dialer is accessible through these client applicationsndash Interaction Scripter Clientndash Interaction Client Business Managerndash Interaction Client Netndash Interaction Administratorndash Interaction Attendant

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Interaction Reporter ndash Dialer ReportsCampaign Disposition Summary

Interaction Reporter ndash Dialer ReportsCampaign Statistics Report

Interaction Reporter ndash Dialer ReportsDialer Campaign Success Results Report

Interaction Reporter ndash Dialer ReportsCall Analysis Report

Interaction Reporter ndash Dialer ReportsAgent Utilization Report

Interaction Reporter ndash Dialer ReportsAgent Disposition Summary Report

Interaction Reporter ndash Dialer ReportsCall History Report

DIALER 40 SU3What is new in SU3 for current Dialer 40 customers

Interaction Dialer System ComponentsSystem Architecture ndash High Level

bull Interaction Dialer is supported by many Server componentsndash Customer Interaction Center (CIC)ndash Central Campaign Serverndash Database Serverndash Scripting Serverndash Interaction Recorder Serverndash Interaction Media Server

bull Interaction Dialer is accessible through these client applicationsndash Interaction Scripter Clientndash Interaction Client Business Managerndash Interaction Client Netndash Interaction Administratorndash Interaction Attendant

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Interaction Reporter ndash Dialer ReportsCampaign Statistics Report

Interaction Reporter ndash Dialer ReportsDialer Campaign Success Results Report

Interaction Reporter ndash Dialer ReportsCall Analysis Report

Interaction Reporter ndash Dialer ReportsAgent Utilization Report

Interaction Reporter ndash Dialer ReportsAgent Disposition Summary Report

Interaction Reporter ndash Dialer ReportsCall History Report

DIALER 40 SU3What is new in SU3 for current Dialer 40 customers

Interaction Dialer System ComponentsSystem Architecture ndash High Level

bull Interaction Dialer is supported by many Server componentsndash Customer Interaction Center (CIC)ndash Central Campaign Serverndash Database Serverndash Scripting Serverndash Interaction Recorder Serverndash Interaction Media Server

bull Interaction Dialer is accessible through these client applicationsndash Interaction Scripter Clientndash Interaction Client Business Managerndash Interaction Client Netndash Interaction Administratorndash Interaction Attendant

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Interaction Reporter ndash Dialer ReportsDialer Campaign Success Results Report

Interaction Reporter ndash Dialer ReportsCall Analysis Report

Interaction Reporter ndash Dialer ReportsAgent Utilization Report

Interaction Reporter ndash Dialer ReportsAgent Disposition Summary Report

Interaction Reporter ndash Dialer ReportsCall History Report

DIALER 40 SU3What is new in SU3 for current Dialer 40 customers

Interaction Dialer System ComponentsSystem Architecture ndash High Level

bull Interaction Dialer is supported by many Server componentsndash Customer Interaction Center (CIC)ndash Central Campaign Serverndash Database Serverndash Scripting Serverndash Interaction Recorder Serverndash Interaction Media Server

bull Interaction Dialer is accessible through these client applicationsndash Interaction Scripter Clientndash Interaction Client Business Managerndash Interaction Client Netndash Interaction Administratorndash Interaction Attendant

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Interaction Reporter ndash Dialer ReportsCall Analysis Report

Interaction Reporter ndash Dialer ReportsAgent Utilization Report

Interaction Reporter ndash Dialer ReportsAgent Disposition Summary Report

Interaction Reporter ndash Dialer ReportsCall History Report

DIALER 40 SU3What is new in SU3 for current Dialer 40 customers

Interaction Dialer System ComponentsSystem Architecture ndash High Level

bull Interaction Dialer is supported by many Server componentsndash Customer Interaction Center (CIC)ndash Central Campaign Serverndash Database Serverndash Scripting Serverndash Interaction Recorder Serverndash Interaction Media Server

bull Interaction Dialer is accessible through these client applicationsndash Interaction Scripter Clientndash Interaction Client Business Managerndash Interaction Client Netndash Interaction Administratorndash Interaction Attendant

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Interaction Reporter ndash Dialer ReportsAgent Utilization Report

Interaction Reporter ndash Dialer ReportsAgent Disposition Summary Report

Interaction Reporter ndash Dialer ReportsCall History Report

DIALER 40 SU3What is new in SU3 for current Dialer 40 customers

Interaction Dialer System ComponentsSystem Architecture ndash High Level

bull Interaction Dialer is supported by many Server componentsndash Customer Interaction Center (CIC)ndash Central Campaign Serverndash Database Serverndash Scripting Serverndash Interaction Recorder Serverndash Interaction Media Server

bull Interaction Dialer is accessible through these client applicationsndash Interaction Scripter Clientndash Interaction Client Business Managerndash Interaction Client Netndash Interaction Administratorndash Interaction Attendant

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Interaction Reporter ndash Dialer ReportsAgent Disposition Summary Report

Interaction Reporter ndash Dialer ReportsCall History Report

DIALER 40 SU3What is new in SU3 for current Dialer 40 customers

Interaction Dialer System ComponentsSystem Architecture ndash High Level

bull Interaction Dialer is supported by many Server componentsndash Customer Interaction Center (CIC)ndash Central Campaign Serverndash Database Serverndash Scripting Serverndash Interaction Recorder Serverndash Interaction Media Server

bull Interaction Dialer is accessible through these client applicationsndash Interaction Scripter Clientndash Interaction Client Business Managerndash Interaction Client Netndash Interaction Administratorndash Interaction Attendant

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Interaction Reporter ndash Dialer ReportsCall History Report

DIALER 40 SU3What is new in SU3 for current Dialer 40 customers

Interaction Dialer System ComponentsSystem Architecture ndash High Level

bull Interaction Dialer is supported by many Server componentsndash Customer Interaction Center (CIC)ndash Central Campaign Serverndash Database Serverndash Scripting Serverndash Interaction Recorder Serverndash Interaction Media Server

bull Interaction Dialer is accessible through these client applicationsndash Interaction Scripter Clientndash Interaction Client Business Managerndash Interaction Client Netndash Interaction Administratorndash Interaction Attendant

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

DIALER 40 SU3What is new in SU3 for current Dialer 40 customers

Interaction Dialer System ComponentsSystem Architecture ndash High Level

bull Interaction Dialer is supported by many Server componentsndash Customer Interaction Center (CIC)ndash Central Campaign Serverndash Database Serverndash Scripting Serverndash Interaction Recorder Serverndash Interaction Media Server

bull Interaction Dialer is accessible through these client applicationsndash Interaction Scripter Clientndash Interaction Client Business Managerndash Interaction Client Netndash Interaction Administratorndash Interaction Attendant

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Interaction Dialer System ComponentsSystem Architecture ndash High Level

bull Interaction Dialer is supported by many Server componentsndash Customer Interaction Center (CIC)ndash Central Campaign Serverndash Database Serverndash Scripting Serverndash Interaction Recorder Serverndash Interaction Media Server

bull Interaction Dialer is accessible through these client applicationsndash Interaction Scripter Clientndash Interaction Client Business Managerndash Interaction Client Netndash Interaction Administratorndash Interaction Attendant

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Central Campaign Switchover

bull With SU3 customers can now install a switchover pair of Central Campaign Servers

bull CCS switchover adds a layer of redundancy to protect Dialerrsquos ability to make phone calls

bull Switchover functions similarly to CIC switchover

Itrsquos finally here

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Interaction Center Business ManagerNew Dialer product views in ICBM

bull Dialer has gained new views in ICBM that will make managing Dialer 40 much easier

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Interaction Center Business ManagerScreen shot of new views

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Interaction Scripter

bull In SU3 you can choose whether or not you want the agents to choose which campaigns they log in to when they launch scripter

bull If enabled agents get a pick list of check boxes that represent the running campaigns and by checking the box they are logged in

bull If disabled agents are automatically logged into all currently running campaigns that they are a member of

Choose Auto-Login or Agent Allowed

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

DESIGN CONCEPTSUsing Rules Policies and Schedules to Automate Dialer

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Campaign SetupBest Practice for Implementation

bull Information Gathering from Business Owner(s)bull Setup Contact Listbull Create Campaignbull Finalize Settingsbull Testbull Documentbull Deploy

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Campaign SetupInformation Gathering from Business Owners

bull What is goal or objective of the Campaignbull Who will be called (Contact List)bull Who will make the call (Workgroup)bull When will the Campaign be executed each daybull Are there any contract obligations to considerbull Are there any regulatory or compliance constraints to considerbull When does the Campaign need to start calling (first day of

dialing)

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Campaign SetupDevelop in a Lab Environment Deploy to Production

bull Use a Lab or Dev Environmentndash Export your campaign

configuration from the LabDevelopment CIC system

ndash Import the configuration into production

ndash Test the import to ensure everything is correct

bull Release to Operationsndash Notify Ops management

campaign is readyndash Transfer knowledge to

leadership Share documentation

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Automation CapabilitiesSchedules Rules amp Policies

bull Schedules Allow campaigns to automatically Start and Stop on a daily basis

bull Rules Automate how Dialer will react to real time statistics or events throughout the day at the Campaign level

bull Policies Automate how Dialer can change its behavior in real time based on statistics or events at the Record level

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Campaign AutomationUsing Schedules

bull To automate when campaigns are active on the Dialer use a schedule

bull A Campaign can only be set to use one schedule

bull You can assign many campaigns to the same schedule to allow similar campaigns to share a common schedule

bull You can use schedules to enforce best time to call strategies

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Campaign Automation

bull Workflows are no longer in CIC 40bull However we have Rules and one of the Action Types is

Agent Managementbull Customers can use this action type to automate moving

agents into and out of campaigns based on time of day system event or campaign statistic

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Campaign Automation

bull Example Scenariobull A customer wants to replicate the following CIC 30 workflow

in CIC 40ndash At 8am have all available agents in the Sales workgroup log in to

the Agentless campaign This allows the Sales agents to answer live party connects from the outbound IVR that runs until 4pm

ndash At 9am have all Sales agents also log in to the Preview dial campaign to make sales calls out of CRM all day long

ndash At 4pm stop the Agentless campaign and log all agents outndash At 6pm start the Callback predictive campaign and log in all the

Sales agents so they can work the lead generation list

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Campaign Automation

bull Rules to the rescuebull We will need to create 4 rules to create

this workflow Each rule will trigger the agent log in and log outs to specific campaigns during the day

bull Schedules will be used to start and stop campaigns to keep our rules focused on just agent management

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Campaign Automation

bull The workflow starts at 8am

bull We will create a time condition that will trigger the log in action

bull When the action fires we want to move the Sales workgroup into the Agentless campaign

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Campaign Automation

bull We repeat the process creating a rule for each log in or log out at each hour bull Here is the final rule for Team 1rsquos workflow

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Campaign Automation

bull At 9am we need to add the Sales group to the Preview campaign

bull Another rule will be needed to do this

bull We added an email alert to let supervisors know the transition occurred

Using Rules to Create Workflow Behavior in 40

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Campaign Automation

bull Customer ChallengeldquoWe want to change the number we use to reach a contact in our list based on the number of attempts on the contact For example we want to reach the contact on their home phone number first then their business number alternating back and forth On the last attempt we want to try them on their mobile phonerdquo

bull Avtex AnswerldquoUsing a pre-call policy with phone number types we can automate the dialer to dial in this wayrdquo

Using Policies to Automate Dialer Behavior

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

bull Create Phone Number Types in the Global Dialer Settings container

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

bull In the contact list select the columns that are associated with phone numbers and assign the phone number type

Campaign AutomationUsing Policies to Automate Dialer Behavior

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

bull We will use a pre-call policy to tell dialer how to cycle through the phone numbers in the contact list

bull Create a condition that looks at the attempts counter

bull Create a behavior that sets the contact column

Campaign AutomationUsing Policies to Automate Dialer Behavior

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Repeat the policy for each attempt alternating the contact column based on the attempt

Campaign AutomationUsing Policies to Automate Dialer Behavior

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Campaign Automation

bull Customer ChallengeldquoWe would like to alternate different times of the day based on the last attempt for a phone number For example if we dialed a record in the morning the next attempt should be in the evening If the attempt was made in the evening the next attempt should be in the afternoon and so onrdquo

bull Avtex AnswerldquoWe can use rules filters and disposition policies to manipulate the next attempt for the recordrdquo

Using Policies to Automate Dialer Behavior

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Create a column in the contact list table to store the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Wersquoll represent the next time to call using the following values Morning = 1 Afternoon = 2 Evening = 3

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Create three contact list filters ndash one for morning one for afternoon and one for evening using the next call flag field

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Create three disposition policies based on the time of day to set the column for the next time to call flag

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Create a rule set that contains three actions Based on time of day each action will change the filter to the desired time of day DONrsquoT forget add a recycle action

Campaign AutomationUsing Rules Filters and Policies to Automate Dialer Behavior

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

SCRIPTING OPTIONS FOR AGENT DESKTOPCreating the best agent interface

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Base ScripterIt does more than you think

bull Use multiple pages to drive a script process flowndash Navigate using buttons

bull Imbed contact list and dialer informationbull Create pages using HTML tagsndash Tables (lttrgt lttdgt)ndash Stylesndash External Page References (lta hrefgt)ndash Images (ltimg scr=httpgt)

bull Can use staging to more efficient predictive dialing

Base ScripterIt does more than you think

Base ScripterIt does more than you think

Interaction Script BuilderEnhanced script design without custom development

Users can create Scripts using HTML Form Designer

Interaction Script BuilderEnhanced script design without custom development

Create Actions to perform functions

Interaction Script BuilderEnhanced script design without custom development

React to events using actions

Advanced ScriptingRobust scripting giving agents a fluid interfacebull Robust design and functionalitybull Build web pages using HTML DHTML Javascript etc

Advanced ScriptingRobust scripting giving agents a fluid interface

INTELLIGENT MOBILE CONNECTHow can businesses using a Dialer today continue to call cell phones legally

The Cell Phone Challenge

bull The Telephone Consumer Protection Act governs how companies can call consumers

bull There has been a lot of focus on how companies that use an automated dialer can call cell phones in compliance with the TCPA without having to manually dial numbers by hand

bull Preview dialing is not an acceptable mitigation strategy because it still uses an automated dialer that is capable of making system generated calls

How do you efficiently dial cell phones without a Dialer

Intelligent Mobile Connect

bull IMC is not built using any part of Interaction Dialer therefore it has no capability to make a system generated call

bull IMC uses Interaction Process Automation (IPA) to deliver outbound calls as work items to agents

bull Calls are routed through Workgroup queues to deliver consistent reporting

bull Human interaction with the dialing process is enforced by the system design No way to make it automated

bull IMCrsquos high level process flow for making callsndash Supervisor receives work from IPAndash Supervisor reviews agents that are logged in and decides

when each call is placedndash Agent gets a call when IPA gets a connect

The un-dialer for calling Mobile and VOIP numbers

Intelligent Mobile ConnectSegmentation strategies to reach compliance

Separate CIC Pairs Single CIC Pair

Is IMC a Good Fit for Me

bull IMC is a great tool for customers who need to make calls to cell phones by segmenting cell phone ldquodialingrdquo to a manual process but still gain the efficiencies of a preview-dial campaign to ensure numbers are dialed correctly

bull IMC can also be used for customers who want to only do preview dial campaigns and who do not have Dialer already Customers who need to call a specific contact list can use IMC to run their campaign

Avtex successes using IMC for our customers

Wrap Up

Questions

Thank You

Contact Your Account Executive or CSM for Your Dialer Needs

• Slide 1
• Topics of Discussion
• Dialer Comparison
• Dialer Comparison (2)
• Multiple Active Campaigns per Agent
• Multiple Active Campaigns per Agent (2)
• Consolidated Dialer Management
• Blended Call Disposition
• Consolidated Call History
• Analytics and Reporting Enhancements
• Enhanced Preview Dialing
• IPA Integration
• Interaction Reporter ndash Dialer Reports
• Interaction Reporter ndash Dialer Reports (2)
• Interaction Reporter ndash Dialer Reports (3)
• Interaction Reporter ndash Dialer Reports (4)
• Interaction Reporter ndash Dialer Reports (5)
• Interaction Reporter ndash Dialer Reports (6)
• Interaction Reporter ndash Dialer Reports (7)
• Interaction Reporter ndash Dialer Reports (8)
• Interaction Reporter ndash Dialer Reports (9)
• Interaction Reporter ndash Dialer Reports (10)
• Dialer 40 SU3
• Interaction Dialer System Components
• Central Campaign Switchover
• Interaction Center Business Manager
• Interaction Center Business Manager (2)
• Interaction Scripter
• Design Concepts
• Campaign Setup
• Campaign Setup (2)
• Campaign Setup (3)
• Automation Capabilities
• Campaign Automation
• Campaign Automation (2)
• Campaign Automation (3)
• Campaign Automation (4)
• Campaign Automation (5)
• Campaign Automation (6)
• Campaign Automation (7)
• Campaign Automation (8)
• Campaign Automation (9)
• Campaign Automation (10)
• Campaign Automation (11)
• Campaign Automation (12)
• Campaign Automation (13)
• Campaign Automation (14)
• Campaign Automation (15)
• Campaign Automation (16)
• Campaign Automation (17)
• SCRIPTING Options For Agent Desktop
• Base Scripter
• Base Scripter (2)
• Base Scripter (3)
• Interaction Script Builder
• Interaction Script Builder (2)
• Interaction Script Builder (3)
• Advanced Scripting
• Advanced Scripting (2)
• Intelligent mobile connect
• The Cell Phone Challenge
• Intelligent Mobile Connect
• Intelligent Mobile Connect (2)
• Is IMC a Good Fit for Me
• Wrap Up

Base ScripterIt does more than you think

Interaction Script BuilderEnhanced script design without custom development

Users can create Scripts using HTML Form Designer

Interaction Script BuilderEnhanced script design without custom development

Create Actions to perform functions

Interaction Script BuilderEnhanced script design without custom development

React to events using actions

Advanced ScriptingRobust scripting giving agents a fluid interfacebull Robust design and functionalitybull Build web pages using HTML DHTML Javascript etc

Advanced ScriptingRobust scripting giving agents a fluid interface

INTELLIGENT MOBILE CONNECTHow can businesses using a Dialer today continue to call cell phones legally

The Cell Phone Challenge

bull The Telephone Consumer Protection Act governs how companies can call consumers

bull There has been a lot of focus on how companies that use an automated dialer can call cell phones in compliance with the TCPA without having to manually dial numbers by hand

bull Preview dialing is not an acceptable mitigation strategy because it still uses an automated dialer that is capable of making system generated calls

How do you efficiently dial cell phones without a Dialer

Intelligent Mobile Connect

bull IMC is not built using any part of Interaction Dialer therefore it has no capability to make a system generated call

bull IMC uses Interaction Process Automation (IPA) to deliver outbound calls as work items to agents

bull Calls are routed through Workgroup queues to deliver consistent reporting

bull Human interaction with the dialing process is enforced by the system design No way to make it automated

bull IMCrsquos high level process flow for making callsndash Supervisor receives work from IPAndash Supervisor reviews agents that are logged in and decides

when each call is placedndash Agent gets a call when IPA gets a connect

The un-dialer for calling Mobile and VOIP numbers

Intelligent Mobile ConnectSegmentation strategies to reach compliance

Separate CIC Pairs Single CIC Pair

Is IMC a Good Fit for Me

bull IMC is a great tool for customers who need to make calls to cell phones by segmenting cell phone ldquodialingrdquo to a manual process but still gain the efficiencies of a preview-dial campaign to ensure numbers are dialed correctly

bull IMC can also be used for customers who want to only do preview dial campaigns and who do not have Dialer already Customers who need to call a specific contact list can use IMC to run their campaign

Avtex successes using IMC for our customers

Wrap Up

Questions

Thank You

Contact Your Account Executive or CSM for Your Dialer Needs

• Slide 1
• Topics of Discussion
• Dialer Comparison
• Dialer Comparison (2)
• Multiple Active Campaigns per Agent
• Multiple Active Campaigns per Agent (2)
• Consolidated Dialer Management
• Blended Call Disposition
• Consolidated Call History
• Analytics and Reporting Enhancements
• Enhanced Preview Dialing
• IPA Integration
• Interaction Reporter ndash Dialer Reports
• Interaction Reporter ndash Dialer Reports (2)
• Interaction Reporter ndash Dialer Reports (3)
• Interaction Reporter ndash Dialer Reports (4)
• Interaction Reporter ndash Dialer Reports (5)
• Interaction Reporter ndash Dialer Reports (6)
• Interaction Reporter ndash Dialer Reports (7)
• Interaction Reporter ndash Dialer Reports (8)
• Interaction Reporter ndash Dialer Reports (9)
• Interaction Reporter ndash Dialer Reports (10)
• Dialer 40 SU3
• Interaction Dialer System Components
• Central Campaign Switchover
• Interaction Center Business Manager
• Interaction Center Business Manager (2)
• Interaction Scripter
• Design Concepts
• Campaign Setup
• Campaign Setup (2)
• Campaign Setup (3)
• Automation Capabilities
• Campaign Automation
• Campaign Automation (2)
• Campaign Automation (3)
• Campaign Automation (4)
• Campaign Automation (5)
• Campaign Automation (6)
• Campaign Automation (7)
• Campaign Automation (8)
• Campaign Automation (9)
• Campaign Automation (10)
• Campaign Automation (11)
• Campaign Automation (12)
• Campaign Automation (13)
• Campaign Automation (14)
• Campaign Automation (15)
• Campaign Automation (16)
• Campaign Automation (17)
• SCRIPTING Options For Agent Desktop
• Base Scripter
• Base Scripter (2)
• Base Scripter (3)
• Interaction Script Builder
• Interaction Script Builder (2)
• Interaction Script Builder (3)
• Advanced Scripting
• Advanced Scripting (2)
• Intelligent mobile connect
• The Cell Phone Challenge
• Intelligent Mobile Connect
• Intelligent Mobile Connect (2)
• Is IMC a Good Fit for Me
• Wrap Up

Interaction Script BuilderEnhanced script design without custom development

Users can create Scripts using HTML Form Designer

Interaction Script BuilderEnhanced script design without custom development

Create Actions to perform functions

Interaction Script BuilderEnhanced script design without custom development

React to events using actions

Advanced ScriptingRobust scripting giving agents a fluid interfacebull Robust design and functionalitybull Build web pages using HTML DHTML Javascript etc

Advanced ScriptingRobust scripting giving agents a fluid interface

INTELLIGENT MOBILE CONNECTHow can businesses using a Dialer today continue to call cell phones legally

The Cell Phone Challenge

bull The Telephone Consumer Protection Act governs how companies can call consumers

bull There has been a lot of focus on how companies that use an automated dialer can call cell phones in compliance with the TCPA without having to manually dial numbers by hand

bull Preview dialing is not an acceptable mitigation strategy because it still uses an automated dialer that is capable of making system generated calls

How do you efficiently dial cell phones without a Dialer

Intelligent Mobile Connect

bull IMC is not built using any part of Interaction Dialer therefore it has no capability to make a system generated call

bull IMC uses Interaction Process Automation (IPA) to deliver outbound calls as work items to agents

bull Calls are routed through Workgroup queues to deliver consistent reporting

bull Human interaction with the dialing process is enforced by the system design No way to make it automated

bull IMCrsquos high level process flow for making callsndash Supervisor receives work from IPAndash Supervisor reviews agents that are logged in and decides

when each call is placedndash Agent gets a call when IPA gets a connect

The un-dialer for calling Mobile and VOIP numbers

Intelligent Mobile ConnectSegmentation strategies to reach compliance

Separate CIC Pairs Single CIC Pair

Is IMC a Good Fit for Me

bull IMC is a great tool for customers who need to make calls to cell phones by segmenting cell phone ldquodialingrdquo to a manual process but still gain the efficiencies of a preview-dial campaign to ensure numbers are dialed correctly

bull IMC can also be used for customers who want to only do preview dial campaigns and who do not have Dialer already Customers who need to call a specific contact list can use IMC to run their campaign

Avtex successes using IMC for our customers

Wrap Up

Questions

Thank You

Contact Your Account Executive or CSM for Your Dialer Needs

• Slide 1
• Topics of Discussion
• Dialer Comparison
• Dialer Comparison (2)
• Multiple Active Campaigns per Agent
• Multiple Active Campaigns per Agent (2)
• Consolidated Dialer Management
• Blended Call Disposition
• Consolidated Call History
• Analytics and Reporting Enhancements
• Enhanced Preview Dialing
• IPA Integration
• Interaction Reporter ndash Dialer Reports
• Interaction Reporter ndash Dialer Reports (2)
• Interaction Reporter ndash Dialer Reports (3)
• Interaction Reporter ndash Dialer Reports (4)
• Interaction Reporter ndash Dialer Reports (5)
• Interaction Reporter ndash Dialer Reports (6)
• Interaction Reporter ndash Dialer Reports (7)
• Interaction Reporter ndash Dialer Reports (8)
• Interaction Reporter ndash Dialer Reports (9)
• Interaction Reporter ndash Dialer Reports (10)
• Dialer 40 SU3
• Interaction Dialer System Components
• Central Campaign Switchover
• Interaction Center Business Manager
• Interaction Center Business Manager (2)
• Interaction Scripter
• Design Concepts
• Campaign Setup
• Campaign Setup (2)
• Campaign Setup (3)
• Automation Capabilities
• Campaign Automation
• Campaign Automation (2)
• Campaign Automation (3)
• Campaign Automation (4)
• Campaign Automation (5)
• Campaign Automation (6)
• Campaign Automation (7)
• Campaign Automation (8)
• Campaign Automation (9)
• Campaign Automation (10)
• Campaign Automation (11)
• Campaign Automation (12)
• Campaign Automation (13)
• Campaign Automation (14)
• Campaign Automation (15)
• Campaign Automation (16)
• Campaign Automation (17)
• SCRIPTING Options For Agent Desktop
• Base Scripter
• Base Scripter (2)
• Base Scripter (3)
• Interaction Script Builder
• Interaction Script Builder (2)
• Interaction Script Builder (3)
• Advanced Scripting
• Advanced Scripting (2)
• Intelligent mobile connect
• The Cell Phone Challenge
• Intelligent Mobile Connect
• Intelligent Mobile Connect (2)
• Is IMC a Good Fit for Me
• Wrap Up

Interaction Script BuilderEnhanced script design without custom development

Create Actions to perform functions

Interaction Script BuilderEnhanced script design without custom development

React to events using actions

Advanced ScriptingRobust scripting giving agents a fluid interfacebull Robust design and functionalitybull Build web pages using HTML DHTML Javascript etc

Advanced ScriptingRobust scripting giving agents a fluid interface

INTELLIGENT MOBILE CONNECTHow can businesses using a Dialer today continue to call cell phones legally

The Cell Phone Challenge

bull The Telephone Consumer Protection Act governs how companies can call consumers

bull There has been a lot of focus on how companies that use an automated dialer can call cell phones in compliance with the TCPA without having to manually dial numbers by hand

bull Preview dialing is not an acceptable mitigation strategy because it still uses an automated dialer that is capable of making system generated calls

How do you efficiently dial cell phones without a Dialer

Intelligent Mobile Connect

bull IMC is not built using any part of Interaction Dialer therefore it has no capability to make a system generated call

bull IMC uses Interaction Process Automation (IPA) to deliver outbound calls as work items to agents

bull Calls are routed through Workgroup queues to deliver consistent reporting

bull Human interaction with the dialing process is enforced by the system design No way to make it automated

bull IMCrsquos high level process flow for making callsndash Supervisor receives work from IPAndash Supervisor reviews agents that are logged in and decides

when each call is placedndash Agent gets a call when IPA gets a connect

The un-dialer for calling Mobile and VOIP numbers

Intelligent Mobile ConnectSegmentation strategies to reach compliance

Separate CIC Pairs Single CIC Pair

Is IMC a Good Fit for Me

bull IMC is a great tool for customers who need to make calls to cell phones by segmenting cell phone ldquodialingrdquo to a manual process but still gain the efficiencies of a preview-dial campaign to ensure numbers are dialed correctly

bull IMC can also be used for customers who want to only do preview dial campaigns and who do not have Dialer already Customers who need to call a specific contact list can use IMC to run their campaign

Avtex successes using IMC for our customers

Wrap Up

Questions

Thank You

Contact Your Account Executive or CSM for Your Dialer Needs

• Slide 1
• Topics of Discussion
• Dialer Comparison
• Dialer Comparison (2)
• Multiple Active Campaigns per Agent
• Multiple Active Campaigns per Agent (2)
• Consolidated Dialer Management
• Blended Call Disposition
• Consolidated Call History
• Analytics and Reporting Enhancements
• Enhanced Preview Dialing
• IPA Integration
• Interaction Reporter ndash Dialer Reports
• Interaction Reporter ndash Dialer Reports (2)
• Interaction Reporter ndash Dialer Reports (3)
• Interaction Reporter ndash Dialer Reports (4)
• Interaction Reporter ndash Dialer Reports (5)
• Interaction Reporter ndash Dialer Reports (6)
• Interaction Reporter ndash Dialer Reports (7)
• Interaction Reporter ndash Dialer Reports (8)
• Interaction Reporter ndash Dialer Reports (9)
• Interaction Reporter ndash Dialer Reports (10)
• Dialer 40 SU3
• Interaction Dialer System Components
• Central Campaign Switchover
• Interaction Center Business Manager
• Interaction Center Business Manager (2)
• Interaction Scripter
• Design Concepts
• Campaign Setup
• Campaign Setup (2)
• Campaign Setup (3)
• Automation Capabilities
• Campaign Automation
• Campaign Automation (2)
• Campaign Automation (3)
• Campaign Automation (4)
• Campaign Automation (5)
• Campaign Automation (6)
• Campaign Automation (7)
• Campaign Automation (8)
• Campaign Automation (9)
• Campaign Automation (10)
• Campaign Automation (11)
• Campaign Automation (12)
• Campaign Automation (13)
• Campaign Automation (14)
• Campaign Automation (15)
• Campaign Automation (16)
• Campaign Automation (17)
• SCRIPTING Options For Agent Desktop
• Base Scripter
• Base Scripter (2)
• Base Scripter (3)
• Interaction Script Builder
• Interaction Script Builder (2)
• Interaction Script Builder (3)
• Advanced Scripting
• Advanced Scripting (2)
• Intelligent mobile connect
• The Cell Phone Challenge
• Intelligent Mobile Connect
• Intelligent Mobile Connect (2)
• Is IMC a Good Fit for Me
• Wrap Up

Interaction Script BuilderEnhanced script design without custom development

React to events using actions

Advanced ScriptingRobust scripting giving agents a fluid interfacebull Robust design and functionalitybull Build web pages using HTML DHTML Javascript etc

Advanced ScriptingRobust scripting giving agents a fluid interface

INTELLIGENT MOBILE CONNECTHow can businesses using a Dialer today continue to call cell phones legally

The Cell Phone Challenge

bull The Telephone Consumer Protection Act governs how companies can call consumers

bull There has been a lot of focus on how companies that use an automated dialer can call cell phones in compliance with the TCPA without having to manually dial numbers by hand

bull Preview dialing is not an acceptable mitigation strategy because it still uses an automated dialer that is capable of making system generated calls

How do you efficiently dial cell phones without a Dialer

Intelligent Mobile Connect

bull IMC is not built using any part of Interaction Dialer therefore it has no capability to make a system generated call

bull IMC uses Interaction Process Automation (IPA) to deliver outbound calls as work items to agents

bull Calls are routed through Workgroup queues to deliver consistent reporting

bull Human interaction with the dialing process is enforced by the system design No way to make it automated

bull IMCrsquos high level process flow for making callsndash Supervisor receives work from IPAndash Supervisor reviews agents that are logged in and decides

when each call is placedndash Agent gets a call when IPA gets a connect

The un-dialer for calling Mobile and VOIP numbers

Intelligent Mobile ConnectSegmentation strategies to reach compliance

Separate CIC Pairs Single CIC Pair

Is IMC a Good Fit for Me

bull IMC is a great tool for customers who need to make calls to cell phones by segmenting cell phone ldquodialingrdquo to a manual process but still gain the efficiencies of a preview-dial campaign to ensure numbers are dialed correctly

bull IMC can also be used for customers who want to only do preview dial campaigns and who do not have Dialer already Customers who need to call a specific contact list can use IMC to run their campaign

Avtex successes using IMC for our customers

Wrap Up

Questions

Thank You

Contact Your Account Executive or CSM for Your Dialer Needs

• Slide 1
• Topics of Discussion
• Dialer Comparison
• Dialer Comparison (2)
• Multiple Active Campaigns per Agent
• Multiple Active Campaigns per Agent (2)
• Consolidated Dialer Management
• Blended Call Disposition
• Consolidated Call History
• Analytics and Reporting Enhancements
• Enhanced Preview Dialing
• IPA Integration
• Interaction Reporter ndash Dialer Reports
• Interaction Reporter ndash Dialer Reports (2)
• Interaction Reporter ndash Dialer Reports (3)
• Interaction Reporter ndash Dialer Reports (4)
• Interaction Reporter ndash Dialer Reports (5)
• Interaction Reporter ndash Dialer Reports (6)
• Interaction Reporter ndash Dialer Reports (7)
• Interaction Reporter ndash Dialer Reports (8)
• Interaction Reporter ndash Dialer Reports (9)
• Interaction Reporter ndash Dialer Reports (10)
• Dialer 40 SU3
• Interaction Dialer System Components
• Central Campaign Switchover
• Interaction Center Business Manager
• Interaction Center Business Manager (2)
• Interaction Scripter
• Design Concepts
• Campaign Setup
• Campaign Setup (2)
• Campaign Setup (3)
• Automation Capabilities
• Campaign Automation
• Campaign Automation (2)
• Campaign Automation (3)
• Campaign Automation (4)
• Campaign Automation (5)
• Campaign Automation (6)
• Campaign Automation (7)
• Campaign Automation (8)
• Campaign Automation (9)
• Campaign Automation (10)
• Campaign Automation (11)
• Campaign Automation (12)
• Campaign Automation (13)
• Campaign Automation (14)
• Campaign Automation (15)
• Campaign Automation (16)
• Campaign Automation (17)
• SCRIPTING Options For Agent Desktop
• Base Scripter
• Base Scripter (2)
• Base Scripter (3)
• Interaction Script Builder
• Interaction Script Builder (2)
• Interaction Script Builder (3)
• Advanced Scripting
• Advanced Scripting (2)
• Intelligent mobile connect
• The Cell Phone Challenge
• Intelligent Mobile Connect
• Intelligent Mobile Connect (2)
• Is IMC a Good Fit for Me
• Wrap Up

Advanced ScriptingRobust scripting giving agents a fluid interfacebull Robust design and functionalitybull Build web pages using HTML DHTML Javascript etc

Advanced ScriptingRobust scripting giving agents a fluid interface

INTELLIGENT MOBILE CONNECTHow can businesses using a Dialer today continue to call cell phones legally

The Cell Phone Challenge

bull The Telephone Consumer Protection Act governs how companies can call consumers

bull There has been a lot of focus on how companies that use an automated dialer can call cell phones in compliance with the TCPA without having to manually dial numbers by hand

bull Preview dialing is not an acceptable mitigation strategy because it still uses an automated dialer that is capable of making system generated calls

How do you efficiently dial cell phones without a Dialer

Intelligent Mobile Connect

bull IMC is not built using any part of Interaction Dialer therefore it has no capability to make a system generated call

bull IMC uses Interaction Process Automation (IPA) to deliver outbound calls as work items to agents

bull Calls are routed through Workgroup queues to deliver consistent reporting

bull Human interaction with the dialing process is enforced by the system design No way to make it automated

bull IMCrsquos high level process flow for making callsndash Supervisor receives work from IPAndash Supervisor reviews agents that are logged in and decides

when each call is placedndash Agent gets a call when IPA gets a connect

The un-dialer for calling Mobile and VOIP numbers

Intelligent Mobile ConnectSegmentation strategies to reach compliance

Separate CIC Pairs Single CIC Pair

Is IMC a Good Fit for Me

bull IMC is a great tool for customers who need to make calls to cell phones by segmenting cell phone ldquodialingrdquo to a manual process but still gain the efficiencies of a preview-dial campaign to ensure numbers are dialed correctly

bull IMC can also be used for customers who want to only do preview dial campaigns and who do not have Dialer already Customers who need to call a specific contact list can use IMC to run their campaign

Avtex successes using IMC for our customers

Wrap Up

Questions

Thank You

Contact Your Account Executive or CSM for Your Dialer Needs

• Slide 1
• Topics of Discussion
• Dialer Comparison
• Dialer Comparison (2)
• Multiple Active Campaigns per Agent
• Multiple Active Campaigns per Agent (2)
• Consolidated Dialer Management
• Blended Call Disposition
• Consolidated Call History
• Analytics and Reporting Enhancements
• Enhanced Preview Dialing
• IPA Integration
• Interaction Reporter ndash Dialer Reports
• Interaction Reporter ndash Dialer Reports (2)
• Interaction Reporter ndash Dialer Reports (3)
• Interaction Reporter ndash Dialer Reports (4)
• Interaction Reporter ndash Dialer Reports (5)
• Interaction Reporter ndash Dialer Reports (6)
• Interaction Reporter ndash Dialer Reports (7)
• Interaction Reporter ndash Dialer Reports (8)
• Interaction Reporter ndash Dialer Reports (9)
• Interaction Reporter ndash Dialer Reports (10)
• Dialer 40 SU3
• Interaction Dialer System Components
• Central Campaign Switchover
• Interaction Center Business Manager
• Interaction Center Business Manager (2)
• Interaction Scripter
• Design Concepts
• Campaign Setup
• Campaign Setup (2)
• Campaign Setup (3)
• Automation Capabilities
• Campaign Automation
• Campaign Automation (2)
• Campaign Automation (3)
• Campaign Automation (4)
• Campaign Automation (5)
• Campaign Automation (6)
• Campaign Automation (7)
• Campaign Automation (8)
• Campaign Automation (9)
• Campaign Automation (10)
• Campaign Automation (11)
• Campaign Automation (12)
• Campaign Automation (13)
• Campaign Automation (14)
• Campaign Automation (15)
• Campaign Automation (16)
• Campaign Automation (17)
• SCRIPTING Options For Agent Desktop
• Base Scripter
• Base Scripter (2)
• Base Scripter (3)
• Interaction Script Builder
• Interaction Script Builder (2)
• Interaction Script Builder (3)
• Advanced Scripting
• Advanced Scripting (2)
• Intelligent mobile connect
• The Cell Phone Challenge
• Intelligent Mobile Connect
• Intelligent Mobile Connect (2)
• Is IMC a Good Fit for Me
• Wrap Up

Advanced ScriptingRobust scripting giving agents a fluid interface

INTELLIGENT MOBILE CONNECTHow can businesses using a Dialer today continue to call cell phones legally

The Cell Phone Challenge

bull The Telephone Consumer Protection Act governs how companies can call consumers

bull There has been a lot of focus on how companies that use an automated dialer can call cell phones in compliance with the TCPA without having to manually dial numbers by hand

bull Preview dialing is not an acceptable mitigation strategy because it still uses an automated dialer that is capable of making system generated calls

How do you efficiently dial cell phones without a Dialer

Intelligent Mobile Connect

bull IMC is not built using any part of Interaction Dialer therefore it has no capability to make a system generated call

bull IMC uses Interaction Process Automation (IPA) to deliver outbound calls as work items to agents

bull Calls are routed through Workgroup queues to deliver consistent reporting

bull Human interaction with the dialing process is enforced by the system design No way to make it automated

bull IMCrsquos high level process flow for making callsndash Supervisor receives work from IPAndash Supervisor reviews agents that are logged in and decides

when each call is placedndash Agent gets a call when IPA gets a connect

The un-dialer for calling Mobile and VOIP numbers

Intelligent Mobile ConnectSegmentation strategies to reach compliance

Separate CIC Pairs Single CIC Pair

Is IMC a Good Fit for Me

bull IMC is a great tool for customers who need to make calls to cell phones by segmenting cell phone ldquodialingrdquo to a manual process but still gain the efficiencies of a preview-dial campaign to ensure numbers are dialed correctly

bull IMC can also be used for customers who want to only do preview dial campaigns and who do not have Dialer already Customers who need to call a specific contact list can use IMC to run their campaign

Avtex successes using IMC for our customers

Wrap Up

Questions

Thank You

Contact Your Account Executive or CSM for Your Dialer Needs

• Slide 1
• Topics of Discussion
• Dialer Comparison
• Dialer Comparison (2)
• Multiple Active Campaigns per Agent
• Multiple Active Campaigns per Agent (2)
• Consolidated Dialer Management
• Blended Call Disposition
• Consolidated Call History
• Analytics and Reporting Enhancements
• Enhanced Preview Dialing
• IPA Integration
• Interaction Reporter ndash Dialer Reports
• Interaction Reporter ndash Dialer Reports (2)
• Interaction Reporter ndash Dialer Reports (3)
• Interaction Reporter ndash Dialer Reports (4)
• Interaction Reporter ndash Dialer Reports (5)
• Interaction Reporter ndash Dialer Reports (6)
• Interaction Reporter ndash Dialer Reports (7)
• Interaction Reporter ndash Dialer Reports (8)
• Interaction Reporter ndash Dialer Reports (9)
• Interaction Reporter ndash Dialer Reports (10)
• Dialer 40 SU3
• Interaction Dialer System Components
• Central Campaign Switchover
• Interaction Center Business Manager
• Interaction Center Business Manager (2)
• Interaction Scripter
• Design Concepts
• Campaign Setup
• Campaign Setup (2)
• Campaign Setup (3)
• Automation Capabilities
• Campaign Automation
• Campaign Automation (2)
• Campaign Automation (3)
• Campaign Automation (4)
• Campaign Automation (5)
• Campaign Automation (6)
• Campaign Automation (7)
• Campaign Automation (8)
• Campaign Automation (9)
• Campaign Automation (10)
• Campaign Automation (11)
• Campaign Automation (12)
• Campaign Automation (13)
• Campaign Automation (14)
• Campaign Automation (15)
• Campaign Automation (16)
• Campaign Automation (17)
• SCRIPTING Options For Agent Desktop
• Base Scripter
• Base Scripter (2)
• Base Scripter (3)
• Interaction Script Builder
• Interaction Script Builder (2)
• Interaction Script Builder (3)
• Advanced Scripting
• Advanced Scripting (2)
• Intelligent mobile connect
• The Cell Phone Challenge
• Intelligent Mobile Connect
• Intelligent Mobile Connect (2)
• Is IMC a Good Fit for Me
• Wrap Up

INTELLIGENT MOBILE CONNECTHow can businesses using a Dialer today continue to call cell phones legally

The Cell Phone Challenge

bull The Telephone Consumer Protection Act governs how companies can call consumers

bull There has been a lot of focus on how companies that use an automated dialer can call cell phones in compliance with the TCPA without having to manually dial numbers by hand

bull Preview dialing is not an acceptable mitigation strategy because it still uses an automated dialer that is capable of making system generated calls

How do you efficiently dial cell phones without a Dialer

Intelligent Mobile Connect

bull IMC is not built using any part of Interaction Dialer therefore it has no capability to make a system generated call

bull IMC uses Interaction Process Automation (IPA) to deliver outbound calls as work items to agents

bull Calls are routed through Workgroup queues to deliver consistent reporting

bull Human interaction with the dialing process is enforced by the system design No way to make it automated

bull IMCrsquos high level process flow for making callsndash Supervisor receives work from IPAndash Supervisor reviews agents that are logged in and decides

when each call is placedndash Agent gets a call when IPA gets a connect

The un-dialer for calling Mobile and VOIP numbers

Intelligent Mobile ConnectSegmentation strategies to reach compliance

Separate CIC Pairs Single CIC Pair

Is IMC a Good Fit for Me

bull IMC is a great tool for customers who need to make calls to cell phones by segmenting cell phone ldquodialingrdquo to a manual process but still gain the efficiencies of a preview-dial campaign to ensure numbers are dialed correctly

bull IMC can also be used for customers who want to only do preview dial campaigns and who do not have Dialer already Customers who need to call a specific contact list can use IMC to run their campaign

Avtex successes using IMC for our customers

Wrap Up

Questions

Thank You

Contact Your Account Executive or CSM for Your Dialer Needs

• Slide 1
• Topics of Discussion
• Dialer Comparison
• Dialer Comparison (2)
• Multiple Active Campaigns per Agent
• Multiple Active Campaigns per Agent (2)
• Consolidated Dialer Management
• Blended Call Disposition
• Consolidated Call History
• Analytics and Reporting Enhancements
• Enhanced Preview Dialing
• IPA Integration
• Interaction Reporter ndash Dialer Reports
• Interaction Reporter ndash Dialer Reports (2)
• Interaction Reporter ndash Dialer Reports (3)
• Interaction Reporter ndash Dialer Reports (4)
• Interaction Reporter ndash Dialer Reports (5)
• Interaction Reporter ndash Dialer Reports (6)
• Interaction Reporter ndash Dialer Reports (7)
• Interaction Reporter ndash Dialer Reports (8)
• Interaction Reporter ndash Dialer Reports (9)
• Interaction Reporter ndash Dialer Reports (10)
• Dialer 40 SU3
• Interaction Dialer System Components
• Central Campaign Switchover
• Interaction Center Business Manager
• Interaction Center Business Manager (2)
• Interaction Scripter
• Design Concepts
• Campaign Setup
• Campaign Setup (2)
• Campaign Setup (3)
• Automation Capabilities
• Campaign Automation
• Campaign Automation (2)
• Campaign Automation (3)
• Campaign Automation (4)
• Campaign Automation (5)
• Campaign Automation (6)
• Campaign Automation (7)
• Campaign Automation (8)
• Campaign Automation (9)
• Campaign Automation (10)
• Campaign Automation (11)
• Campaign Automation (12)
• Campaign Automation (13)
• Campaign Automation (14)
• Campaign Automation (15)
• Campaign Automation (16)
• Campaign Automation (17)
• SCRIPTING Options For Agent Desktop
• Base Scripter
• Base Scripter (2)
• Base Scripter (3)
• Interaction Script Builder
• Interaction Script Builder (2)
• Interaction Script Builder (3)
• Advanced Scripting
• Advanced Scripting (2)
• Intelligent mobile connect
• The Cell Phone Challenge
• Intelligent Mobile Connect
• Intelligent Mobile Connect (2)
• Is IMC a Good Fit for Me
• Wrap Up

The Cell Phone Challenge

bull The Telephone Consumer Protection Act governs how companies can call consumers

bull There has been a lot of focus on how companies that use an automated dialer can call cell phones in compliance with the TCPA without having to manually dial numbers by hand

bull Preview dialing is not an acceptable mitigation strategy because it still uses an automated dialer that is capable of making system generated calls

How do you efficiently dial cell phones without a Dialer

Intelligent Mobile Connect

bull IMC is not built using any part of Interaction Dialer therefore it has no capability to make a system generated call

bull IMC uses Interaction Process Automation (IPA) to deliver outbound calls as work items to agents

bull Calls are routed through Workgroup queues to deliver consistent reporting

bull Human interaction with the dialing process is enforced by the system design No way to make it automated

bull IMCrsquos high level process flow for making callsndash Supervisor receives work from IPAndash Supervisor reviews agents that are logged in and decides

when each call is placedndash Agent gets a call when IPA gets a connect

The un-dialer for calling Mobile and VOIP numbers

Intelligent Mobile ConnectSegmentation strategies to reach compliance

Separate CIC Pairs Single CIC Pair

Is IMC a Good Fit for Me

bull IMC is a great tool for customers who need to make calls to cell phones by segmenting cell phone ldquodialingrdquo to a manual process but still gain the efficiencies of a preview-dial campaign to ensure numbers are dialed correctly

bull IMC can also be used for customers who want to only do preview dial campaigns and who do not have Dialer already Customers who need to call a specific contact list can use IMC to run their campaign

Avtex successes using IMC for our customers

Wrap Up

Questions

Thank You

Contact Your Account Executive or CSM for Your Dialer Needs

• Slide 1
• Topics of Discussion
• Dialer Comparison
• Dialer Comparison (2)
• Multiple Active Campaigns per Agent
• Multiple Active Campaigns per Agent (2)
• Consolidated Dialer Management
• Blended Call Disposition
• Consolidated Call History
• Analytics and Reporting Enhancements
• Enhanced Preview Dialing
• IPA Integration
• Interaction Reporter ndash Dialer Reports
• Interaction Reporter ndash Dialer Reports (2)
• Interaction Reporter ndash Dialer Reports (3)
• Interaction Reporter ndash Dialer Reports (4)
• Interaction Reporter ndash Dialer Reports (5)
• Interaction Reporter ndash Dialer Reports (6)
• Interaction Reporter ndash Dialer Reports (7)
• Interaction Reporter ndash Dialer Reports (8)
• Interaction Reporter ndash Dialer Reports (9)
• Interaction Reporter ndash Dialer Reports (10)
• Dialer 40 SU3
• Interaction Dialer System Components
• Central Campaign Switchover
• Interaction Center Business Manager
• Interaction Center Business Manager (2)
• Interaction Scripter
• Design Concepts
• Campaign Setup
• Campaign Setup (2)
• Campaign Setup (3)
• Automation Capabilities
• Campaign Automation
• Campaign Automation (2)
• Campaign Automation (3)
• Campaign Automation (4)
• Campaign Automation (5)
• Campaign Automation (6)
• Campaign Automation (7)
• Campaign Automation (8)
• Campaign Automation (9)
• Campaign Automation (10)
• Campaign Automation (11)
• Campaign Automation (12)
• Campaign Automation (13)
• Campaign Automation (14)
• Campaign Automation (15)
• Campaign Automation (16)
• Campaign Automation (17)
• SCRIPTING Options For Agent Desktop
• Base Scripter
• Base Scripter (2)
• Base Scripter (3)
• Interaction Script Builder
• Interaction Script Builder (2)
• Interaction Script Builder (3)
• Advanced Scripting
• Advanced Scripting (2)
• Intelligent mobile connect
• The Cell Phone Challenge
• Intelligent Mobile Connect
• Intelligent Mobile Connect (2)
• Is IMC a Good Fit for Me
• Wrap Up

Intelligent Mobile Connect

bull IMC is not built using any part of Interaction Dialer therefore it has no capability to make a system generated call

bull IMC uses Interaction Process Automation (IPA) to deliver outbound calls as work items to agents

bull Calls are routed through Workgroup queues to deliver consistent reporting

bull Human interaction with the dialing process is enforced by the system design No way to make it automated

bull IMCrsquos high level process flow for making callsndash Supervisor receives work from IPAndash Supervisor reviews agents that are logged in and decides

when each call is placedndash Agent gets a call when IPA gets a connect

The un-dialer for calling Mobile and VOIP numbers

Intelligent Mobile ConnectSegmentation strategies to reach compliance

Separate CIC Pairs Single CIC Pair

Is IMC a Good Fit for Me

bull IMC is a great tool for customers who need to make calls to cell phones by segmenting cell phone ldquodialingrdquo to a manual process but still gain the efficiencies of a preview-dial campaign to ensure numbers are dialed correctly

bull IMC can also be used for customers who want to only do preview dial campaigns and who do not have Dialer already Customers who need to call a specific contact list can use IMC to run their campaign

Avtex successes using IMC for our customers

Wrap Up

Questions

Thank You

Contact Your Account Executive or CSM for Your Dialer Needs

• Slide 1
• Topics of Discussion
• Dialer Comparison
• Dialer Comparison (2)
• Multiple Active Campaigns per Agent
• Multiple Active Campaigns per Agent (2)
• Consolidated Dialer Management
• Blended Call Disposition
• Consolidated Call History
• Analytics and Reporting Enhancements
• Enhanced Preview Dialing
• IPA Integration
• Interaction Reporter ndash Dialer Reports
• Interaction Reporter ndash Dialer Reports (2)
• Interaction Reporter ndash Dialer Reports (3)
• Interaction Reporter ndash Dialer Reports (4)
• Interaction Reporter ndash Dialer Reports (5)
• Interaction Reporter ndash Dialer Reports (6)
• Interaction Reporter ndash Dialer Reports (7)
• Interaction Reporter ndash Dialer Reports (8)
• Interaction Reporter ndash Dialer Reports (9)
• Interaction Reporter ndash Dialer Reports (10)
• Dialer 40 SU3
• Interaction Dialer System Components
• Central Campaign Switchover
• Interaction Center Business Manager
• Interaction Center Business Manager (2)
• Interaction Scripter
• Design Concepts
• Campaign Setup
• Campaign Setup (2)
• Campaign Setup (3)
• Automation Capabilities
• Campaign Automation
• Campaign Automation (2)
• Campaign Automation (3)
• Campaign Automation (4)
• Campaign Automation (5)
• Campaign Automation (6)
• Campaign Automation (7)
• Campaign Automation (8)
• Campaign Automation (9)
• Campaign Automation (10)
• Campaign Automation (11)
• Campaign Automation (12)
• Campaign Automation (13)
• Campaign Automation (14)
• Campaign Automation (15)
• Campaign Automation (16)
• Campaign Automation (17)
• SCRIPTING Options For Agent Desktop
• Base Scripter
• Base Scripter (2)
• Base Scripter (3)
• Interaction Script Builder
• Interaction Script Builder (2)
• Interaction Script Builder (3)
• Advanced Scripting
• Advanced Scripting (2)
• Intelligent mobile connect
• The Cell Phone Challenge
• Intelligent Mobile Connect
• Intelligent Mobile Connect (2)
• Is IMC a Good Fit for Me
• Wrap Up

Intelligent Mobile ConnectSegmentation strategies to reach compliance

Separate CIC Pairs Single CIC Pair

Is IMC a Good Fit for Me

bull IMC is a great tool for customers who need to make calls to cell phones by segmenting cell phone ldquodialingrdquo to a manual process but still gain the efficiencies of a preview-dial campaign to ensure numbers are dialed correctly

bull IMC can also be used for customers who want to only do preview dial campaigns and who do not have Dialer already Customers who need to call a specific contact list can use IMC to run their campaign

Avtex successes using IMC for our customers

Wrap Up

Questions

Thank You

Contact Your Account Executive or CSM for Your Dialer Needs

• Slide 1
• Topics of Discussion
• Dialer Comparison
• Dialer Comparison (2)
• Multiple Active Campaigns per Agent
• Multiple Active Campaigns per Agent (2)
• Consolidated Dialer Management
• Blended Call Disposition
• Consolidated Call History
• Analytics and Reporting Enhancements
• Enhanced Preview Dialing
• IPA Integration
• Interaction Reporter ndash Dialer Reports
• Interaction Reporter ndash Dialer Reports (2)
• Interaction Reporter ndash Dialer Reports (3)
• Interaction Reporter ndash Dialer Reports (4)
• Interaction Reporter ndash Dialer Reports (5)
• Interaction Reporter ndash Dialer Reports (6)
• Interaction Reporter ndash Dialer Reports (7)
• Interaction Reporter ndash Dialer Reports (8)
• Interaction Reporter ndash Dialer Reports (9)
• Interaction Reporter ndash Dialer Reports (10)
• Dialer 40 SU3
• Interaction Dialer System Components
• Central Campaign Switchover
• Interaction Center Business Manager
• Interaction Center Business Manager (2)
• Interaction Scripter
• Design Concepts
• Campaign Setup
• Campaign Setup (2)
• Campaign Setup (3)
• Automation Capabilities
• Campaign Automation
• Campaign Automation (2)
• Campaign Automation (3)
• Campaign Automation (4)
• Campaign Automation (5)
• Campaign Automation (6)
• Campaign Automation (7)
• Campaign Automation (8)
• Campaign Automation (9)
• Campaign Automation (10)
• Campaign Automation (11)
• Campaign Automation (12)
• Campaign Automation (13)
• Campaign Automation (14)
• Campaign Automation (15)
• Campaign Automation (16)
• Campaign Automation (17)
• SCRIPTING Options For Agent Desktop
• Base Scripter
• Base Scripter (2)
• Base Scripter (3)
• Interaction Script Builder
• Interaction Script Builder (2)
• Interaction Script Builder (3)
• Advanced Scripting
• Advanced Scripting (2)
• Intelligent mobile connect
• The Cell Phone Challenge
• Intelligent Mobile Connect
• Intelligent Mobile Connect (2)
• Is IMC a Good Fit for Me
• Wrap Up

Is IMC a Good Fit for Me

bull IMC is a great tool for customers who need to make calls to cell phones by segmenting cell phone ldquodialingrdquo to a manual process but still gain the efficiencies of a preview-dial campaign to ensure numbers are dialed correctly

bull IMC can also be used for customers who want to only do preview dial campaigns and who do not have Dialer already Customers who need to call a specific contact list can use IMC to run their campaign

Avtex successes using IMC for our customers

Wrap Up

Questions

Thank You

Contact Your Account Executive or CSM for Your Dialer Needs

• Slide 1
• Topics of Discussion
• Dialer Comparison
• Dialer Comparison (2)
• Multiple Active Campaigns per Agent
• Multiple Active Campaigns per Agent (2)
• Consolidated Dialer Management
• Blended Call Disposition
• Consolidated Call History
• Analytics and Reporting Enhancements
• Enhanced Preview Dialing
• IPA Integration
• Interaction Reporter ndash Dialer Reports
• Interaction Reporter ndash Dialer Reports (2)
• Interaction Reporter ndash Dialer Reports (3)
• Interaction Reporter ndash Dialer Reports (4)
• Interaction Reporter ndash Dialer Reports (5)
• Interaction Reporter ndash Dialer Reports (6)
• Interaction Reporter ndash Dialer Reports (7)
• Interaction Reporter ndash Dialer Reports (8)
• Interaction Reporter ndash Dialer Reports (9)
• Interaction Reporter ndash Dialer Reports (10)
• Dialer 40 SU3
• Interaction Dialer System Components
• Central Campaign Switchover
• Interaction Center Business Manager
• Interaction Center Business Manager (2)
• Interaction Scripter
• Design Concepts
• Campaign Setup
• Campaign Setup (2)
• Campaign Setup (3)
• Automation Capabilities
• Campaign Automation
• Campaign Automation (2)
• Campaign Automation (3)
• Campaign Automation (4)
• Campaign Automation (5)
• Campaign Automation (6)
• Campaign Automation (7)
• Campaign Automation (8)
• Campaign Automation (9)
• Campaign Automation (10)
• Campaign Automation (11)
• Campaign Automation (12)
• Campaign Automation (13)
• Campaign Automation (14)
• Campaign Automation (15)
• Campaign Automation (16)
• Campaign Automation (17)
• SCRIPTING Options For Agent Desktop
• Base Scripter
• Base Scripter (2)
• Base Scripter (3)
• Interaction Script Builder
• Interaction Script Builder (2)
• Interaction Script Builder (3)
• Advanced Scripting
• Advanced Scripting (2)
• Intelligent mobile connect
• The Cell Phone Challenge
• Intelligent Mobile Connect
• Intelligent Mobile Connect (2)
• Is IMC a Good Fit for Me
• Wrap Up

Wrap Up

Questions

Thank You

Contact Your Account Executive or CSM for Your Dialer Needs

• Slide 1
• Topics of Discussion
• Dialer Comparison
• Dialer Comparison (2)
• Multiple Active Campaigns per Agent
• Multiple Active Campaigns per Agent (2)
• Consolidated Dialer Management
• Blended Call Disposition
• Consolidated Call History
• Analytics and Reporting Enhancements
• Enhanced Preview Dialing
• IPA Integration
• Interaction Reporter ndash Dialer Reports
• Interaction Reporter ndash Dialer Reports (2)
• Interaction Reporter ndash Dialer Reports (3)
• Interaction Reporter ndash Dialer Reports (4)
• Interaction Reporter ndash Dialer Reports (5)
• Interaction Reporter ndash Dialer Reports (6)
• Interaction Reporter ndash Dialer Reports (7)
• Interaction Reporter ndash Dialer Reports (8)
• Interaction Reporter ndash Dialer Reports (9)
• Interaction Reporter ndash Dialer Reports (10)
• Dialer 40 SU3
• Interaction Dialer System Components
• Central Campaign Switchover
• Interaction Center Business Manager
• Interaction Center Business Manager (2)
• Interaction Scripter
• Design Concepts
• Campaign Setup
• Campaign Setup (2)
• Campaign Setup (3)
• Automation Capabilities
• Campaign Automation
• Campaign Automation (2)
• Campaign Automation (3)
• Campaign Automation (4)
• Campaign Automation (5)
• Campaign Automation (6)
• Campaign Automation (7)
• Campaign Automation (8)
• Campaign Automation (9)
• Campaign Automation (10)
• Campaign Automation (11)
• Campaign Automation (12)
• Campaign Automation (13)
• Campaign Automation (14)
• Campaign Automation (15)
• Campaign Automation (16)
• Campaign Automation (17)
• SCRIPTING Options For Agent Desktop
• Base Scripter
• Base Scripter (2)
• Base Scripter (3)
• Interaction Script Builder
• Interaction Script Builder (2)
• Interaction Script Builder (3)
• Advanced Scripting
• Advanced Scripting (2)
• Intelligent mobile connect
• The Cell Phone Challenge
• Intelligent Mobile Connect
• Intelligent Mobile Connect (2)
• Is IMC a Good Fit for Me
• Wrap Up