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Ameyo (Professional) User Manual

Ameyo (Professional)

User Manual
Version 2.5

DR-0813-APUM-V2.3
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Drishti-Soft Solutions Pvt. Ltd. provides this publication "as is" without warranty of any kind, either express or
implied, including but limited to the implied warranties or conditions of merchantability or fitness for a
particular purpose. Drishti-Soft Solutions will not be liable in any case for any loss of profits, loss of business,
loss of use or data, interruption of business, or for indirect, special, punitive, incidental, or consequential
damages of any kind, even if Drishti-Soft Solutions has been advised of the possibility of such damages arising
from any defect or error in this publication or in Ameyo.

Drishti-Soft Solutions reserves the right to change information in this document without prior notice. No part
of this document may be photocopied or reproduced in any form or by any means - graphic, electronic or
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document.

Created on February 01, 2008


Last edited on August 25, 2014

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Ameyo (Professional) User Manual

Introduction
Ameyo (Professional) is an all-in-one Call Center Solution that is perfectly equipped with inbound, outbound
and blended capabilities to run customer support, telemarketing and sales, collections, technical support,
marketing research, helpdesk and other processes across various verticals such as BPO, communications,
financial services and technology.

Ameyo is comprehensive yet flexible to meet the ever-evolving Call Center requirements. It is an ideal solution
for any kind of call center irrespective of size, technology (TDM or VoIP), or workforce distribution. The
feature-rich solution offers top-of-the-line capabilities, such as Predictive Dialer, IP-PBX, IVR (Interactive Voice
Response), ACD (Automatic Call Distributor), Voice Logger, Unified Contact Messaging, CRM and Reporting. It
provides a powerful value proposition to its call center customers in form of easy scalability, ease-of-use,
superior operational economy and ability to work seamlessly over TDM or VoIP.

About the document


This document serves as a usage guide to Ameyo (Professional) Contact Center software. It contains guidelines
elucidating common usage scenarios. The document explains the processes by providing step-by-step
instructions complemented with self-explanatory snapshots facilitating the readers to understand the
processes in a comprehensive manner.
The document is intended for the contact center personnel who are adept with the basic computer knowledge
and who have the following job profile:
1. Managers, who manage the setup of different campaigns and assign resources to them,
2. Supervisors, who setup and monitor a particular campaign running out of a contact center,
3. Analysts, who monitor the progress of a particular campaign. (This role is mostly made available to a client
representative.) The Ameyo models an Analyst as a Supervisor with restricted access to functionality.
4. Agents who handle all the calls, and
5. System Administrators, who manage the computers in a contact center.
This document does not serve as an administration guide to deploying and handling day-to-day management
tasks of Ameyo (Professional) backend.

The following typographic conventions and terms are used throughout this document:

Convention Meaning

Bold The labels (of buttons or fields) or tabs that are visible on the interface.

Italics Examples of text or value entered in a field or selection from the drop-down
menu.

Click The click on the left mouse button.

Double Click Clicking twice on the left mouse button.

Right Click The click on the right mouse button.

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Table of Contents

Table of Contents ...................................................................................................................................... 4


Section 1 ................................................................................................................................................... 7
Overview .................................................................................................................................................. 7
1.1 System entities ........................................................................................................................... 7
1.2 Administration ............................................................................................................................ 7
1.3 Workbench ................................................................................................................................. 7
1.4 User Start Up .............................................................................................................................. 8
1.4.1 Preferences ....................................................................................................................... 8
System Configuration ............................................................................................................................... 10
2.1 Settings .................................................................................................................................... 10
2.2 Routing..................................................................................................................................... 12
2.2.1 Policies .............................................................................................................................. 12
2.2.2 Profiles .............................................................................................................................. 13
2.3 Table ........................................................................................................................................ 16
2.3.1 Agent Table Definition ..................................................................................................... 20
2.3.2 Column ............................................................................................................................. 21
2.3.3 Filters ................................................................................................................................ 22
2.3.4 Mappings .......................................................................................................................... 23
2.4 Dispositions .............................................................................................................................. 25
2.4.1 Disposition Classes ............................................................................................................. 25
2.4.2 Disposition Plan ................................................................................................................. 26
2.5 Blending Campaign Group (License) ............................................................................................ 28
2.6 Exclusion .................................................................................................................................. 29
2.6.1 Media Exclusion ................................................................................................................. 29
2.7 Teams Licensed Feature .......................................................................................................... 32
2.7.1 Users ................................................................................................................................ 34
2.8 QA Parameter Licensed Feature ............................................................................................... 34
2.8.1 QA Parameter Details ......................................................................................................... 36
Section 3 ................................................................................................................................................. 37
User Management ................................................................................................................................... 37
3.1 Users ........................................................................................................................................ 37
3.1.1 System Masked Privileges .............................................................................................. 38
3.1.2 Campaign Masked Privileges .......................................................................................... 39
Section 4 ................................................................................................................................................. 40
Campaign Management ........................................................................................................................... 40
4.1 Settings .................................................................................................................................... 42
4.1.1 General Settings ................................................................................................................ 42
4.1.2 Advance Settings................................................................................................................ 44
4.1.3 Prompt Management ......................................................................................................... 46
4.2 Routing..................................................................................................................................... 48
4.2.1 Campaign Call Contexts ...................................................................................................... 49
4.3 Users ........................................................................................................................................ 50
4.4 Call Context .............................................................................................................................. 50
4.5 Default Working ........................................................................................................................ 51
4.6 Team - Licensed Feature ........................................................................................................... 51
4.7 Quality - Licensed Feature .......................................................................................................... 52
4.8 Customers ................................................................................................................................ 52
4.8.1 Table ................................................................................................................................. 53
4.8.2 Pace .................................................................................................................................. 53
4.8.3 Filters ................................................................................................................................ 53
4.9 Queue ...................................................................................................................................... 54

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4.9.1 Users ................................................................................................................................ 57


4.9.2 Team ................................................................................................................................ 57
Section 5 ................................................................................................................................................. 59
Call Manager ........................................................................................................................................... 59
5.1 Default Resources ..................................................................................................................... 59
5.1.1 General Information ........................................................................................................... 59
5.1.2 To add voice resource ........................................................................................................ 60
5.1.3 Voice Resource Settings...................................................................................................... 61
5.1.4 Entities Details ................................................................................................................... 62
5.2 Voice Resources ........................................................................................................................ 63
5.2.1 General ............................................................................................................................. 63
5.2.2 Call Context ....................................................................................................................... 64
5.2.3 Systems ............................................................................................................................. 65
5.3 Call Settings .............................................................................................................................. 66
Section 6 ................................................................................................................................................. 67
Supervision (SV2)/ Monitoring .................................................................................................................. 67
Status ...................................................................................................................................... 67
6.1.1 Agent Information .............................................................................................................. 67
Stats ......................................................................................................................................... 70
6.2.1 Campaign .......................................................................................................................... 70
6.2.2 Customer .......................................................................................................................... 72
6.2.3 Conferences ...................................................................................................................... 73
6.2.4 Campaign Run Time Summary............................................................................................. 73
6.2.5 User Runtime Summary ...................................................................................................... 73
6.2.6 Customer Runtime Summary .............................................................................................. 75
6.2.7 Lead Performance .............................................................................................................. 75
6.2.8 Agent Productivity ............................................................................................................. 75
6.2.9 Campaign Performance ...................................................................................................... 77
6.2.10 Lead Penetration ............................................................................................................... 77
6.2.11 Queue Performance ........................................................................................................... 78
6.2.12 Dial Chart .......................................................................................................................... 78
6.2.13 Line Chart .......................................................................................................................... 79
6.2.14 Table ................................................................................................................................. 79
6.2.15 Queue ............................................................................................................................... 80
6.2.16 SLA ................................................................................................................................... 82
Call Details ................................................................................................................................ 83
Call History ............................................................................................................................... 84
Dialer Settings ........................................................................................................................... 84
Call Back Management .............................................................................................................. 86
6.6.1 Callback Management ........................................................................................................ 86
6.6.2 Callback Configuration ........................................................................................................ 89
Contacts ................................................................................................................................... 90
6.7.1 General ............................................................................................................................. 90
6.7.2 Manage List ....................................................................................................................... 92
6.7.3 Excluded Dispositions ......................................................................................................... 95
DNC ......................................................................................................................................... 96
6.8.1 General ............................................................................................................................. 96
6.8.2 Attribute Exclusion ............................................................................................................. 96
6.8.3 Media Exclusion ................................................................................................................. 99
6.8.4 Customer Exclusion .......................................................................................................... 100
Queue Details ......................................................................................................................... 101
Queue .................................................................................................................................... 103
6.10.1 Queue ............................................................................................................................. 103
6.10.2 Users .............................................................................................................................. 104

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Prompts ................................................................................................................................. 106


6.11.1 Voice Prompt ................................................................................................................... 106
6.11.2 Audio File ........................................................................................................................ 107
Section 7 ............................................................................................................................................... 108
Analyst.................................................................................................................................................. 108
7.1 Status .................................................................................................................................... 108
7.2 Call Details .............................................................................................................................. 108
7.3 Call History ............................................................................................................................. 108
7.4 Queue Details ......................................................................................................................... 108
Section 8 ............................................................................................................................................... 109
Professional Agent ................................................................................................................................. 109
8.1 Dialing .................................................................................................................................... 110
8.2 Agent Status ........................................................................................................................... 112
8.3 Actions ................................................................................................................................... 112
8.4 Callback Notification ................................................................................................................ 115
8.5 Chat ....................................................................................................................................... 116
Section 9 ............................................................................................................................................... 117
Executive Agent ..................................................................................................................................... 117
9.1 Dialing .................................................................................................................................... 118
9.2 Agent Status ........................................................................................................................... 120
9.3 Actions ................................................................................................................................... 120
9.4 Callback Notification ................................................................................................................ 122
9.5 Chat ....................................................................................................................................... 123

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Section 1

Overview

Ameyo (Professional) is an all-in-one communications solution for the Contact Centers. Coupled with the
following features, Ameyo stands out in delivering the best to its clients:

Scalable and Stable: Ameyo is built on a highly scalable and stable communications platform to contact
centers. It has undergone rigorous testing for scalability and stability. Whether your contact center has 50
agents or 500 agents or more, Ameyo can scale up to your requirements.

Supports a pure IP Environment: The IVR (Interactive Voice Response) solution works seamlessly with
underlying TDM (Time Division Multiplexing), as well as VoIP technology, with minimal hardware and so you
can skip the expenditure on expensive hardware. Thus, Ameyo delivers huge savings in your total cost of
ownership.

Flexible: Ameyo is a highly flexible solution designed to adapt to your chosen environment. Whichever
network (IP, E1/T1, TDM), or phones (IP Phones, soft phones, analog phones) or hardware (P4, Xeon) you use,
the dialer can be Configured to work for the same.

1. Optimum voice quality: Ameyo has been optimized to provide the required voice quality even in low
bandwidth conditions. In addition, the quality of the voice is maintained in multi-party conferencing,
snooping, barging etc. to ensure a positive experience for the dialed person.

2. Predictive Dialer: Ameyos Predictive Dialer (PD) uses a complex algorithm to pace calls based on number
of outgoing lines, and number of agents etc. The result is maximum efficiency of the agents and a
controlled idle time.

3. Supervision: Ameyo enhances the productivity of managers and supervisors by providing a simple, quick
and interesting interface for campaign management as well as user management.

4. Reporting: Ameyo provides a comprehensive reporting functionality which helps you to analyze and
improve the performance of your contact center.

1.1 System entities


1. Campaigns An entity that is created to segregate processes on the basis of the media chosen to carry it
out. For example, an outbound voice campaign for selling credit cards or an email campaign for customer
support.
2. Users Anyone who uses Ameyo is termed as a User. Users are allocated to the campaigns.
3. Call Manager (Voice Resources) The entity that manages the Configuration of the calls and different
voice resources used for dialing.

1.2 Administration
To view agent activities and performance in real time, Ameyo provides a strong administration framework via
Supervison interface. The supervision interface provides summary across all campaigns and users. You can also
view historical as well as real-time trends with a graphical interface. Supported by a strong reporting format,
Ameyo enables its users to extract a wide variety of reports.

1.3 Workbench
Workbench is the work area where all the customer interaction takes place. Ameyos Agent Workbench
incorporates predictive as well as preview dialing providing flexibility as per the requirement. Workbench is an
integrated interface that provides utmost ease and flexibility in dialing. The agents can transfer calls to other
users in the application or any third party telephone. The agents can also conference any third party and can

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either participate in the call or transfer the call and return to the running application. The agents can put a call
on hold through their interface. The agents can schedule callbacks at the time of disposing the call. The agent
can save the customer data in CRM. The agents can also converse with one another as well as with the
administrators and supervisors.

1.4 User Start Up


Double click on to get your login screen that appears as shown in Figure 1.4a. Enter your user name and
password. The relevant interface appears for the respective users.

Figure 1.4a User Start Up

1.4.1 Preferences
By clicking on the Preferences button, you can add the details as shown in Figure 1.4b.

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Figure 1.4b Preferences

Server Name / IP: - Specify the IP address or Host Name of the Application server.
Port:- Specify the server port number
Server Proxy Host: - Specify the Host name of the Proxy Server.
Server Proxy Port: - Specify the Port number of the Proxy Server.
Supported Language: - Select the Language in which client to be opened.
Show Network Status: - Display the status of the network. Once you logged in Ameyo, the status of
the network shows continually on the bottom of the page.

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Section 2

System Configuration

This section elucidates how to configure call routing and dialing parameters for different campaigns. Double
click on System in the System tree in the left panel. The System View window will open up as shown in
Figure 2.1a.

Figure 2.1a Settings

2.1 Settings

1. The Settings tab allows you to map the phone device with the respective agents machine.
2. For the Configuration of the mappers select the respective mapper from the Phone Mappers field as
shown in Figure 2.1b

Figure 2.1b Phone Mappers


3. You can view the following information.
a. IP Address: Refers to the IP address of the agents machine.
b. Phone: Refers to the Identification of the phone on the PBX or IP-PBX
c. Call Context: Refers to the Service Provider or the soft phone Configuration in PBX / IP-PBX
4. To add, edit, delete the mappings, click on the Add / Edit / Delete button.
5. Select the Mapper Type for the system, from the drop-down menu of the Contact Center Voice Settings
field as shown in Figure 2.1c.

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Figure 2.1c Mapper Type

a. Mapper Type: This setting is used to map the extension with particular properties like IP &
User. Agent need not to select the extension as the IP is already mapped with an extension
while logging to the system and to avoid wrong selection of Telephony Channel by the Agent
while logging into the Workbench interface.
i. IP-User : To map one IP with single extension
ii. IP-Multiple-User : To map one IP with multiple extension
iii. Manual-User : No mapping
6. Knowledge Base URL is the URL that the user can set for the contact center. This URL would be visible
under the Knowledge Base tab of the agent workbench. The page corresponding to the knowledge base s
displayed on the Users homepage by default.
7. You can view the different break reasons for agents under the Break Reasons list. To add / delete a break
reason click on the Add / Delete button.
a. Break Reason: - After selecting the Break reason, agent will not receive the Auto calls.
8. Auto Answer: By enabling this option, each time the agent need not to answer the call manually. The call
is automatically answered with a beep sound played.

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2.2 Routing

The Routing tab allows you to Configure Incoming call routing policies and profiles based on incoming channel
or customer DID or customer source phone.

2.2.1 Policies
Routing Policies are used to define how to route the incoming call.

By clicking on the Routing tab, the window appears as shown in Figure 2.2a. You can see the list of policies and
their type.

Figure 2.2a Policies

1. To assign profiles to the policy, select the profile from Available list and click on the > button.
2. To remove a profile, select the profile from the Assigned list and click on the < button.
3. We can define the priority of assigned policies by clicking on Move Up and Move Down button.

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2.2.2 Profiles
It includes the various options to route an inbound call to the campaign (More specifically to a Queue).

1. By clicking on the Profiles tab, the window appears as shown in Figure 2.2b. You can see the list of
profiles and their type.

Figure 2.2b Profiles

a. DefaultDestinationPhone: - This profile is used to route the calls landing on a particular DID
number. These calls can be routed to a particular nodeflow in a campaign.
i. Example: - Lets suppose if we want to do routing for a particular DID number or toll
free number. We will select the "DefaultDestinationPhoneProfile" from Profiles tab
and define the profile plans as shown in Figure 2.2c. The calls to number
18002341000 will be routed to q1 of campaign inbound.

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Figure 2.2c Default Destination Phones

b. DefaultSourcePhone: - This profile is used to identify a particular source phone and route the
calls coming from that number to a particular nodeflow in campaign.
i. Example:- Lets suppose if we want to do routing based on the phone number of
caller. We will select the "DefaultSourcePhoneProfile" from Profiles tab and define
the profile plans as shown in Figure 2.2d. Calls from number 8802954*** will be
routed to q1 of campaign inbound.

Figure 2.2d Default Source Phones

c. DefaultCallContext: - We can define the call contexts (like Zap trunks, SIP minutes) and route
the calls through these contexts to a particular nodeflow in a campaign. Here we need not to
identify the Source / Destination number as shown in Figure 2.2e.
i. Example:- calls from zaptrunk1 will be routed to q2 of campaign inbound.

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Figure 2.2e Default Call Context

2. Click on the Profiles Plan tab to choose Action Type, Sub Action and Destination for the profile plan
as shown in Figure 2.2f.
a. Action Type:- it has two types:
i. Profile :- Call routed to another Profile Plan
ii. Feature :- Call routed to nodeflow
b. Sub Action: - They are associated with the Action Type selected. It lists the options which are
associated with the selected Action Type.
c. Destination: - The Campaign mapped with the Nodeflow where the call has to land finally.

Figure 2.2f Profiles Plan

3. To add a profile plan, click on the Add Plan button and specify the necessary information.
4. To delete a profile plan, click on the Delete Plan button.

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2.3 Table
Table tab stores the customer information (configuration related) in Ameyo.

The case when we need some customized IVR/ FCRM etc, there are some fields required for the integration
with Ameyo (Primary Key etc.). In that case, we define the data types or columns

By clicking on the Table tab, the window appears as shown in Figure 2.3a. You can see the list of Tables.

Figure 2.3a Tables

1. To add a new Data Table, click on the Add button. Screen will appear as shown in Figure 2.3b.
2. To delete a Data table, click on the Delete button.
3. To add table column click on Add Column Definition and specify the necessary information.
a. Table definition: - We can define the column name that will be used by the campaign for
dialing purpose and to call these parameters while popping up the CRM / upload the leads.
4. To delete a Table Column Definition, click on the Delete button.

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Figure 2.3b Add Data Tables


Example

Suppose we require some customized data table for a particular campaign (say outbound campaign), we need
to define the various parameters for the same. In this example, we will be creating a data table whose fields
are different as compared to our default ameyo's data table.

1. To add table column click on Add and specify the necessary information as shown in Figure 2.3c.

Figure 2.3c Add Table Definition

2. To add the Agent Table Definition, click on the Add button. Screen will appear as shown in Figure 2.3d.

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Figure 2.3d Add Agent Table Definition

3. We can define the dialing rules (Using SQL expression) of the campaign. First, the contact will be filtered as per the
criteria and then is dialed. To add the Table Filter, click on the Add button. The screen will appear as shown
in Figure 2.3e.

Figure 2.3e Add Table Filters

4. Click on the next button, the screen will appear as shown in Figure 2.3f and specify the necessary
information.

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Figure 2.3f Add Table Filters

5. We map the table definition with the respective columns / fields which we have created in customer
database as shown in Figure 2.3g. To add the Column Mapping, click on the Add button.

Figure 2.3g Add Mappings

6. Click on the next button, the screen will appear as shown in Figure 2.3h. Select the Campaign type and
table definition and proceed to next.

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Figure 2.3h Add Mappings

2.3.1 Agent Table Definition

It is used to view the table definition for a user. It is used to limit the access of user to a subset of columns
defined in table definition as shown in Figure 2.3i.

Figure 2.3i Agent Table Definition

1. To add the Agent Table Definition, click on the Add button. Screen will appear as shown in Figure 2.3j.
2. To delete an Agent Table Definition plan, click on the Delete button.
3. To assign column to the Agent Table Definition, select the column from Available and Click on the >
button.

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5. To un-assign a Column, select the column from the Assigned and click on the < button. Column
defined in customer data table shall visible in Agent Table definition to assign column in it. The
purpose is to include details of how agent table definition changed the view for an agent.

Figure 2.3j Add Agent Table Definition

2.3.2 Column
Column defined in customer table definition and Agent Table definition shall visible here as shown in Figure
2.3k.

Figure 2.3k Column

1. Here you can change the order of column by clicking on the Move Up and Move Down button.

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2.3.3 Filters
By using Filter, we can define the dialing rules (Using SQL expression) of the campaign. First, the contact will be
filtered as per the criteria and then is dialed as shown in Figure 2.3l.

Note: - If you want to use this feature, prior knowledge is must.

Figure 2.3l Filters

1. To add the Table Filter, click on the Add button. The screen will appear as shown in Figure 2.3m.

Figure 2.3m Add Table Filters

2. Click on the next button, the screen will appear as shown in Figure 2.3n and specify the necessary
information.

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Figure 2.3n Add Table Filters

3. To delete a Table Filter, click on the Delete button.


4. To Edit the Table Filter, Click on the Edit button.
5. To Enable/Disable the Table Filter, Click on the Enable/Disable button.

2.3.4 Mappings

In the Mapping tab, we map the table definition with the respective columns / fields which we have created in
customer database as shown in Figure 2.3o.

Figure 2.3o Mappings

1. To add the Column Mapping, click on the Add button. The screen will appear as shown in Figure 2.3p.

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2. To delete the Mappings, click on the Delete button.


3. To Edit the Mappings, Click on the Edit button.

Figure 2.3p Add Mappings

4. Click on the next button, the screen will appear as shown in Figure 2.3q. Select the Campaign type and
table definition and proceed to next.

Figure 2.3q Add Mappings

5. Select the Attribute and respective column to map with each other.
6. To add the Attribute, click on Add Mapping button.
7. To remove the Attribute, click on Remove Mapping button.

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2.4 Dispositions

The Dispositions tab is used to specify the valid reason of a call been made between customer and agent to
dispose the call.

2.4.1 Disposition Classes


Disposition class is a set or logical grouping of disposition codes.

Example:-

State is disposition classes that have


Sale_May be Interested
Sale_Interested
Sale_SaleClosed Etc

Telecom issue is another class which may have


Voice break
Echo
Low volume
Voice breakage etc..

1. Click on the Dispositions tab. The screen appears as shown in Figure 2.4a. Here you can see the list of all
the disposition classes (a group of various disposition codes).

Figure 2.4a Disposition Class

2. To add a disposition class, click on the Add button above the list. A window pops up as shown in Figure
2.4b. Enter the class name and then click on the OK button.

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Figure 2.4b Add Disposition Class

3. To delete a disposition class, select a disposition class from the list and then click on the Delete button.
4. Under the General tab, you can view the list of disposition codes of the selected disposition class.
5. To add a disposition code, click on the Add button at the top right. A window pops up as shown in Figure
2.4c. Enter the code and then click on the OK button.
6. To edit a code, click on then Edit button and modify the code name.
7. To delete a disposition code name, select a disposition code from the list and then click on the Delete
button.

Figure 2.4c Disposition Code

2.4.2 Disposition Plan


Disposition Plans are unique of each campaign that contains the various disposition class and their disposition
codes. We can Enable / Disable particular disposition code as per our requirement.

1. You can also create or modify a disposition plan. Click on the Disposition Plans tab. The screen appears as
shown in Figure 2.4d. Check on the checkboxes for the desired features and uncheck the undesired ones.

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Figure 2.4d Disposition Plan

2. To add a disposition plan, click on the Add button above the list. A window pops up as shown in Figure
2.4e. Enter the disposition plan name, check on the checkboxes for the desired features and then click on
the Finish button.
3. To delete a disposition plan, select a disposition plan from the list and then click on the Delete button.

Figure 2.4e Add Disposition Plan

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2.5 Blending Campaign Group (License)

By clicking on the Blending Campaign tab, the window appears as shown in Figure 2.5a. Blending simply means
a group of inbound and outbound campaigns. It allows the agents to login in a pre defined set of campaigns
simultaneously. The same agent can login in Inbound as we as in Outbound campaign at a same time.

Note: - Agent type must be Executive / Super-Agent and one of the campaigns must be Inbound.

Figure 2.5a Blending Campaign Group

1. To add a Campaign, click on the Manage button above the list. A window pops up as shown in Figure 2.5b.

Figure 2.5b Add Campaign

2. Select the campaign from Available List and click on the > button.

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3. To remove a campaign, select the campaign from the Assigned list and click on the < button.

2.6 Exclusion

The Exclusion tab allows you to define DNC (Do Not Call) at System level based on customer phone number
(Media). The customer number marked DNC in this level will be blocked for all the process.

1. Click on the Exclusion tab to view all the Exclusion Lead Name as shown in Figure 2.6a.

Figure 2.6a Exclusion

2. To add an Exclusion Lead Name, click on the Add button. A window pops up a shown in Figure 2.6b.
3. To remove an Exclusion Lead Name, click on the Delete button.

Figure 2.6b Add Exclusion

2.6.1 Media Exclusion

By clicking on the Media Exclusion tab, the window appears as shown in Figure 2.6c. It restricts the dialing by
matching numbers of lead to those which are defined here. We can upload a lead of numbers to restrict them
from dialing.

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Figure 2.6c Media Exclusion

1. Create a CSV file in which you can save the DNC number.
2. Select the lead in which you want to upload the DNC.
3. Browse the CSV file and upload it.
4. You can view the DNC numbers by clicking on the Fetch button as shown in Figure 2.6d.
5. You can fetch the number on below criteria:
5.1. Starting Number Sequence
5.2. Number Content
5.3. Ending sequence of number
5.4. Whole number
6. It also has a remove option to remove the filter criteria.

Figure 2.6d Media Exclusion Details

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7. By clicking on the Advance Search tab, the window appears as shown in Figure 2.6e. Here you can search
the DNC on the basis of date, lead and clauses.

Figure 2.6e Exclusion Advance Search

8. You can select minimum 1 OR clause associated with 1 or more AND clause as shown in Figure 2.6f.

Figure 2.6f Clauses

9. You can verify the logical statement generated at the bottom as shown in Figure 2.6g.

Figure 2.6g Exclusion

10. After choosing the desired set from the Selections panel, click on the Fetch button. The screen appears as
shown in Figure 2.6h.

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Figure 2.6h Media Exclusion Details

2.7 Teams Licensed Feature


By clicking on the Teams tab, the window appears as shown in Figure 2.7a. you can further group the agents in
teams. Assign the team lead and assign the team in campaign settings.

A Supervisor can monitor the whole campaign and the Team Lead can monitor only his team in a campaign.
We can have many teams in a single campaign. Team can be assigned to queue and Team can be monitored
separately by Team Leads. Agents can be managed in Teams. Team can be assigned to queue. It can be
monitored separately by Team Leads.

Figure 2.7a Teams

1. To add a Team, click on the Add button. A window pops up a shown in Figure 2.7b.
2. To remove a team, click on the Delete button.

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Figure 2.7b Add Teams

1. After clicking on the next button. A window pops up a shown in Figure 2.7c. To assign users to the Team,
select the user from Available List and Click on the > button.
2. To remove a user, select the user from the Assigned List and click on the < button.

Figure 2.7c Add Teams

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2.7.1 Users

By clicking on the Users tab, the window appears as shown in Figure 2.7d. Below are the various user roles:

Agents - Who do outbound and inbound calls through Agent workbench? There are multiple agents types
in Ameyo I,e, Professional Agent, Super Agent, Executive, Phone Agent.
o Supervisor - Who manages the process like Monitor calling, Upload customer lead. Etc.
Analyst - Checking Agent Quality (Snooping, Voice logs fetching, Reports).
Administrator -- Complete owner of Application.
TL - These users monitor the performance and activities of his team members in a campaign.
Administrator creates team of agents as well as Team Lead role Users. When Team Lead Login with Java
client as like supervisor he can only get the detail of his team members in the campaign and not the
members of other team in the same campaign.
Power User - This user is used where multiple Contact centre license is enabled. In multiple CC, a power
User can create multiple Setups having their own Administrator, Supervisor, Analyst and Agents.

Figure 2.7d Add Users

3. To assign users to the Team, select the user from Available List and Click on the > button.
4. To remove a user, select the user from the Assigned List and click on the < button.

2.8 QA Parameter Licensed Feature

By clicking on the QA Parameter tab, the window appears as shown in Figure 2.8a. We can define the quality
parameters and different sub categories of quality parameter. These parameters are needed to assign in call
history tab by clicking Assign score tab.

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Figure 2.8a QA Parameters

Example

We can have the following parameters of an agent for a particular connected call as shown in Figure 2.8b.
Excellent - 5
Very Good - 4
Good - 3
Satisfactory - 2
Need Improvement - 1

Figure 2.8b Add QA Parameters

3. To add a QA Parameter, click on the Add button. A window pops up a shown in Figure 2.8b.
4. To remove a QA Parameter, click on the Delete button.

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2.8.1 QA Parameter Details

By clicking on the QA Parameter Details tab, the window appears as shown in Figure 2.8c.

Figure 2.8c QA Parameters Details

1. To add a QA Parameter Details, click on the Add button. A window pops up a shown in Figure 2.8d.
2. To remove a QA Parameter Details, click on the Delete button.

Figure 2.8d Add QA Parameters Details

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Section 3

User Management
This section elucidates the procedure of managing the users. Double click on users in the System tree in the
left panel. The window will open up as shown in Figure 3.1a.

3.1 Users
Below are the various user roles:

Agents - Who do outbound and inbound calls through Agent workbench? There are multiple agents types
in Ameyo:
o Professional Agent - This user can login only in a single campaign at a time (either Inbound or
Outbound).
o Super Agent - This user can login in multiple campaigns (At least one inbound campaign has to be
assigned).
o Executive - All the functionalities are same as Super Agent. The only difference with Super Agent is
with User Interface.
o Phone Agent - There is no any User Interface.
Supervisor - Who manages the following process
o Monitor calling.
o Upload customer lead.
o Calling productivity (Dialing algo settings, Callback Management Etc.).
o Agent productivity (Snooping, Barging etc.).
o DNC.
o Voice prompts for IVR.
o Reports Fetching.
Analyst - Checking Agent Quality (Snooping, Voice logs fetching, Reports).
Administrator -- Complete owner of Application.
o Manage Agents functionality -- Enabling Features, Configure Inbound, outbound calling.
o Manage Supervisor functionality.
o Manage Telephony channels.
o Manage complete calling process.
TL - These users monitor the performance and activities of his team members in a campaign.
Administrator creates team of agents as well as Team Lead role Users. When Team Lead Login with Java
client as like supervisor he can only get the detail of his team members in the campaign and not the
members of other team in the same campaign.
Power User - This user is used where multiple Contact centre license is enabled. In multiple CC, a power
User can create multiple Setups having their own Administrator, Supervisor, Analyst and Agents. Power
User is having following features :-
o Create multiple Contact Centers.
o Assign Call context to a particular Contact centre so that other centre can't use it.
o License can be assigned to multiple CC according to their requirements.
o In multiple contact centre Setup, Call Manager is handled by Power User. Apart from call manager
everything is manage by administrator.
o Detail working of Power User is mentioned in the document named power users manual. Remaining
all the options in the power User is same as administrator.

The following section elucidates the process of adding / deleting a user.

1. The window displays general information about all the users.


2. To view / edit details of a user, select the user. The respective information will be visible on the right
under the General tab. After making the desired modifications (in the User Name and Description, click on
the Apply button to commit the changes or on the Refresh button to roll back to the previous settings.

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Figure 3.1a Users

3. To add a user, click on the Add button. A window pops up as shown in Figure 3.1b. Assign a user ID, enter
the user name, generate password and specify the role of the user. Then click on the Finish button.

Figure 3.1b Add User

3.1.1 System Masked Privileges

These are some privileges provided to Administrator to restrict some action for particulars user for all
campaigns. For example Chat / broadcast can be restricted of Agent 1 etc.

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3.1.2 Campaign Masked Privileges

These are some privileges provided to Administrator to restrict some action for particular campaign.

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Section 4

Campaign Management

This section elucidates the procedure of managing the campaigns. Select the campaign in the System tree in
the left panel. The window will open up as shown in Figure 4.1a. We have 5 types of campaign with us.
Outbound
Inbound (Interactive Voice Application)
IVR Campaign
Voice Blast
Chat Campaign

Figure 4.1a Campaigns

1. Right click on the campaign in the System tree in the left panel.
2. To add the new Campaign, click on the Add Campaign button. A window pops up a shown in Figure 4.1b.

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Figure 4.1b Add Campaign

3. Assign a name in the Campaign Name field, select the type in the Campaign Type field (Interactive Voice
Application for inbound campaign and Outbound Voice Campaign for outbound campaign) and write some
remarks in the Description box and then click on the Next button. The window appears as shown in Figure
4.1c.

Figure 4.1c Assign Users

4. Select the Users from Systems Users List and click on the > button.
5. To remove a User, select the campaign from the Campaign Users list and click on the < button.
6. Then click on the Next button and specify the necessary information. The window appears as shown in
Figure 4.1d.

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Figure 4.1d Add Voice Campaign

a. Preview URL: The URL used to Preview the customer information in CRM.
b. CRM URL: The URL used to get and save customer information in CRM.
c. Disposition URL: The URL used to upload customer in the CRM data table with Ameyo Data table.
d. Peak Call Count: The Maximum number of calls allowed for the campaign for simultaneously
calls.
e. Number of Last Calls: The number of last calls for which the information is available for
supervision in the call detail tab.
f. Voice Logs Enabled: Check on this if voice logs in this campaign are to be recorded
g. Enable AMD: Checking this implies that Answering Machine Detection is turned on. (The dialer
would not throw the calls that are answered by an answering machine to the agents).
h. File Format: Format of the voice log In which recording is to be done.
i. Time Zone Mapper Type: Its allow users to dial customer based on specific time zone.
j. Caller Id: Call identification number for the customer.
k. Max Call Back Count: The Maximum number of call back calls allowed for the campaign
simultaneously.
7. To delete a campaign, right click on the selected campaign from the list and then click on the Delete
button.

4.1 Settings
This feature used in Inbound and Outbound. The following section elucidates the process of view / edits the
details of campaign.

4.1.1 General Settings


Click, on the General Settings tab. The window appears as shown in Figure 4.1e.

1. The right hand side of the Figure 4.1e shows the Minutes Provider and the Ringing Timeout for Manual Dial
Profile Settings, Confer Dial Profile Settings and Auto Dial Profile Settings.

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Figure 4.1e General Settings

2. Campaign Settings:
a. Peak CC: Specify the maximum number of simultaneous calls, which the dialer should dial for
a particular campaign.
b. Caller ID: Call identification number for the customer.
c. Time Zone Mapper Type: Its allow users to dial customer based on specific time zone.
i. Default.campaign.timezone.mappers: Time zone is determined from customer
data. Time zone info is taken for column specified in the mapping.
ii. Lead.based.campaign.timezone.mapper: Time zone is mentioned in Lead already.
iii. State.based.campaign.timezone.mapper: Need to upload the state of customer in
the timezone column of data table and also one need to upload data in table
CAMPAIGN-STATE-TIMEZONE-MAPPING directly in db.
d. Voice Log Enabled: Checking this implies that voice logs in this campaign are to be recorded
e. Wrap Time Out: Maximum time allowed for the users to dispose the call after hanging up
the customer. The call is automatically disposed after wrap up timeout.
f. Peak Callback Count: The Maximum number of callback allowed for the campaign
g. Dial On TimeOut Enabled: Check the option to enable the Dial on Timeout.
h. Dial on Timeout: Maximum time allowed for the users to initiate the call. In the Preview
dialing mode, preview is displayed for the customers CRM. After the Dial on Timeout limit
defined, the dialer will automatically connect the call.
3. Campaign Details:
a. Campaign ID (Process ID): Display the Campaign ID
b. Campaign Name: Display the name of the Campaign.
c. Campaign Type: Display the Type of Campaign (Interactive Voice Application for inbound
campaign and Outbound Voice Campaign for outbound campaign).
d. Date Added: Display the added date.
e. Date Modified: Display the Last Modified date.
f. Description: Notes/ Tab.
4. Screen Pop / CRM Settings:
a. Preview URL: The URL used to Preview the customer.
b. CRM URL: The URL used to get and save customer information.

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c. Disposition URL: The URL used to send the disposition to the CRM.
d. CRM Properties URL: The URL used to upload customer in the CRM data table with Ameyo
Data table. It contains various CRM related configurations that are called by CRM.
e. Propagate Lead Removal: Check the option to enable lead from the CRM data table when
the lead removal action perform in the Ameyo data table from the Supervisor
f. Propagate Customer Removal: Check the option to enable customer from the CRM data
table when the customer removal action perform in the Ameyo data table from the
Supervisor
5. Manual Dial Profile Setting: we can assign the policies which we had created on Routing Tab.
a. Policy: SIP entity used for manual dialing.
b. Ringing Timeout (Sec) : The Maximum ringing timeout allowed
c. Call Context : Display the call context
d. Setup Timeout (Sec) : The maximum setup timeout allowed.
6. Confer Dial Profile Setting :
a. Policy: SIP entities used for confer calls.
b. Ringing Timeout (Sec) : The Maximum ringing timeout allowed
c. Call Context : Display the call context
d. Setup Timeout (Sec) : The maximum setup timeout allowed
7. Auto Dial Profile Setting :
a. Policy: SIP entity used for auto dialing.
b. Ringing Timeout (Sec) : The Maximum ringing timeout allowed
c. Call Context : Display the call context
d. Setup Timeout (Sec) : The maximum setup timeout allowed
8. TPV Phone Numbers: Add third party verification number to transfer the call to verifier. As per the
process requirement, there may be a few on which they have to transfer the call very frequently. Here
we mention those frequently used numbers so that the agent can directly transfer the case to those
numbers.

4.1.2 Advance Settings

Click on the Advance Settings tab. The window appears as shown in Figure 4.1f.

Figure 4.1f Advance Settings

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1. General Settings:

a. Associated Table Definition: Configure / Enable data table if added multiple data tables.
b. Associated Agent Table Definition: Configure / Enable Agent Table Definition if added
multiple Agent tables.
c. Disposition Plan Name: Select the Disposition Plan to activate in the campaign.
d. Customer Provider Type: Decide how the numbers are fetched from the Lead.
i. Campaign based: Fetch maximum possible numbers from the highest priority lead
in one query
ii. Lead based Sequential: Numbers are fetched in a sequence.
iii. Lead based: Numbers are not fetched in sequence.
e. File Format: Format of the voice log in which recording is to be done.
f. Runtime Num Calls: Set the maximum number of calls to be monitored by supervisor
simultaneously.
g. Min Cache Size: Set the Minimum Cache buffer size.
h. Fetch Size: Set the maximum customers to be fetched simultaneously by the dialer for
dialing.
i. Fetch Random Customers: Check the option to enable random customer dialing.
2. Bottom of the Figure 4.1f shows the Nodeflow Configuration. Suppose if we require some customization in
the default dialing behavior of Ameyo. We need to do the changes in the Default Nodeflow and upload the
same here.
3. To upload the Nodeflow, specify the directory path from the Browse button and click on the Upload
button.

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4.1.3 Prompt Management

In prompt management tab, we need to upload voice file, Dialer used these voice prompts during IVR runtime.
Voice prompts should be in proper format. In order to add, listen or modify voice prompts; click on the Voice
Prompt tab. The screen appears as shown in Figure 4.1g.

Figure 4.1g Prompt Management

1. Select a voice prompt from the Prompts list and you can see the respective information in the right panel.
2. To add a prompt, click on the Add button. A window pops up as shown in Figure 4.1h.
a. Name: Enter the name of the prompt in the Name field and the name of the file in the File Name
field. Specify the path in the Relative Path field. Select the owner from checking the Select the
Owner tab. click on the Is Active check box and click on the Finish button.

Figure 4.1h Add Prompt Management

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3. This setting is used in case outbound autodial in which the associated prompt is played to customer when
the call is still not connected to agent. The agent can record a predefined message to be played each time,
when the call is connected to agent. In the meanwhile, the prompt is playing to customers and agent picks
up the call, the same prompt is audible to agent also and he can continue the conversion after that.
a. Name: Define the Name of Prompt
b. File Name: Define the File Name of Prompt
c. Relative Path: Define the path of Prompt
d. Active: - Decides if the prompt is to be played or not.
e. Select Owner: - Defines who the owner of this prompt is. The prompt will be played only to the
calls of owner
4. To modify a prompt, click on the Modify button and make the desired changes.
5. Click on the Audio File tab to mange audio files. The screen appears as shown in Figure 4.1i.

Figure 4.1i Audio File

6. To add an audio file, click on the Add button. A window pops up as shown in Figure 4.1j.

Figure 4.1j Add Voice Campaign

a. Audio File: - Audio files are some standard prompts in Ameyo.


Example: - If the customer wants to change the music on hold (music played to customer while on hold) to
some other music the changes are done like this shown in snapshot

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4.2 Routing

In Routing tab, we need to define how to call for outbound and inbound. This feature used in Inbound and
Outbound. By clicking on the Routing tab, the window appears as shown in Figure 4.2a. You can see the list of
policies and their type.

For outbound campaign: There are three type of policy


Basic single call context type- for single call context.
Basic multiple call context type-In this call will how through multiple call context.
Phone based call context type

For Inbound campaign: We need to upload node flow (IVR) and do the mapping with queue. There are some
hard coded voice prompts name and we need to upload files for the respective voice-prompts.
Single- A single context is used for dialing.
Multiple- A group of contexts is used for dialing
Phone base- We define a pattern for dialing (i,e. What sequence of number to be dialed by which
context.)
Call Context Policy- Used to determine the call contexts that will be used during an outbound dial

Figure 4.2a Routing

1. To add new Call Context Policy. Click on the Add button. A window pops up as shown in Figure 4.2b.

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Figure 4.2b Add Call Context Policy

2. Select the Policy Type and mention the Name of the Policy.

4.2.1 Campaign Call Contexts


Call contexts of a campaign are the SIP entities that are being used by the agents for taking calls. These
contexts are registered either with soft phones or hard phones. Click on the Campaign Call Contexts tab, the
window appears as shown in Figure 4.2c.

Figure 4.2c Campaign Call Context

1. To assign a campaign call context to the selected campaign, select a campaign call context from the
Available list and click on the > button.
2. To remove a campaign call context to the selected campaign, select a campaign call context from the
Assigned list and click on the < button.
3. Then click on the Apply button to commit the change or on Refresh to roll back the changes.

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4.3 Users
As discussed in the previous sections, the user we created can be assigned to the campaign under this tab This
feature used in Inbound and Outbound. This feature allows you to assign the users in campaign.

1. Click on the Users tab. The screen appears as shown in Figure 4.3a.
2. To assign users to the campaign, select users from the Available users and click on the > button.
3. To remove a user from the selected campaign, select the user from the Assigned users and click on <
button.
4. Click on Apply to commit or click on Refresh to restore previous state.

Figure 4.3a Assign Users

4.4 Call Context

This feature used in Inbound and Outbound. Ameyo allows its users to configure multiple providers and
extensions. The window appears as shown in Figure 4.4a.

Figure 4.4a Assign Call Context

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1. You can view the available call contexts under the Call Context tab.
2. To assign a call context to the selected campaign, select a call context from the Available list and click on
the > button.
3. To remove a call context to the selected campaign, select a call context from the Assigned list and click on
the < button.
4. Then click on the Apply button to commit the change or on Refresh to roll back the changes.

4.5 Default Working


It will not ask to select campaign each time when the agent is logging in. It can be true for a single campaign.
This feature used in Inbound and Outbound. Ameyo allows its users to configure the default working campaign
so that agent can automatically login the campaign. The window appears as shown in Figure 4.5a.

Figure 4.5a Assign Call Context

4.6 Team - Licensed Feature


This feature used in Inbound and Outbound. The Teams created in Section 2.7 at the system level are assigned
to the campaigns. Based on the assigned Teams, only the selective records will be used in the campaign only.

1. Select a Campaign and then click on the Teams tab. The screen appears as shown in Figure 4.6a.
2. To assign Teams to the campaign, select Team from the Available team and click on the > button.
3. To remove a team from the selected campaign, select the team from the Assigned team and click on <
button.
4. Click on Apply to commit or click on Refresh to restore previous state.

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Figure 4.6a Assign Teams

4.7 Quality - Licensed Feature


This feature used in Inbound and Outbound. The QA Parameters created in Section 2.8 at the system level are
assigned to the campaigns. Based on the assigned QA Parameters, only the selective records will be used in the
campaign only. Also assign QA parameters on voice-logs for quality & analyst purpose.

1. Select a Campaign and then click on the QA Parameters tab. The screen appears as shown in Figure 4.7a.
2. To assign QA Parameters to the campaign, select QA Parameters from the Available QA Parameters and
click on the > button.
3. To remove a QA Parameters from the selected campaign, select the QA Parameters from the Assigned QA
Parameters and click on < button.
4. Click on Apply to commit or click on Refresh to restore previous state.

Figure 4.7a Assign QA Parameters

4.8 Customers
This is used to map the data_table created earlier to this particular campaign. This feature used in Inbound and
Outbound.

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4.8.1 Table

The Data Table created in Section 2.3 at the system level is configuring with the campaigns as shown in Figure
4.8a.

Figure 4.8a Customer Table

1. To modify the Data table, click on the Modify button as shown in Figure 4.8b.

Figure 4.8b Modify Table

2. To delete the Table, click on the Delete button.

4.8.2 Pace

Pro Active connect enhance problems intelligent dialer facility based on customer state. Please refer the
Advance Feature document.

4.8.3 Filters

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This feature used in Inbound and Outbound. Based on the assigned filters, only the selective records will be
used in the campaign only. This can be accomplished by defining appropriate Filter(s). These filters can then
individually be enabled or disabled as per the requirements.

1. Select a campaign and then click on the Filters tab. The screen appears as shown in Figure 4.8c.
2. To assign filters to the campaign, select filters from the Available column and click on the > button.
3. To remove a filter from the selected campaign, select the filter from the Assigned column and click on <
button.
4. Click on Apply to commit or click on Refresh to restore previous state.

Figure 4.8c Assign Filters

4.9 Queue

This feature used in Inbound. Click on Queue tab, the screen appears as shown in Figure 4.9a. Queue is a group
of agents in a particular campaign to which we can map the IVR. The calls on the IVR is mapped with the queue
and the agents in the mapped queue and the agents in the mapped queue can only take call of this IVR.
An agent queue is created within a campaign to group agents based on their expertise or skill. ACD's are
assigned queues; queues allocate agents for calls based on allocation policy and schedules type.

Queue Priority: Queue priority is assigned to queue.


Request Queue Type: It can be either priority based or it can be fifo (first in first out) based.
Resource Scheduler Type: Resource scheduler type is the basis on which members in the queue will
be referred.

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Figure 4.9a Queues

1. The window displays general information about all the queues.


2. To view / edit details of a queue, select the queue. The respective information will be visible in the right
panel under the General tab. After making the desired modifications (in the Queue Name, Queue Priority,
Queue Type, Schedular Type, Transferrable and Description, click on the Apply button to commit the
changes or on the Refresh button to roll back to the previous settings.
3. To add a queue, click on the Add button. A window pops up as shown in Figure 4.9b.

Figure 4.9b Add Queue

4. Assign a name in the Queue Name field, assign priority in the Queue Priority field, specify the Queue
Type, specify the Schedular Type and write some remarks in the Description box and then click on the
Next button. The window appears as shown in Figure 4.9c.

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Figure 4.9c Assign Users

5. To assign a user to the queue, select the user from the Campaign Users and click on > button.
6. To remove a user from the selected queue, select the user from the Queue Users and click on < button.

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4.9.1 Users

1. Select a queue and then click on the Users tab. The screen appears as shown in Figure 4.9d.
2. To assign users to the queue, select users from the Available and click on the > button.
3. To remove a user from the selected queue, select the user from the Assigned and click on < button.
4. Click on Apply to commit or click on Refresh to restore previous state.

Figure 4.9d Assign Users

4.9.2 Team

1. Select a queue and then click on the Team tab. The screen appears as shown in Figure 4.9e.
2. To assign team to the queue, select team from the Available and click on the > button.
3. To remove a team from the selected queue, select the team from the Assigned and click on < button.
4. Click on Apply to commit or click on Refresh to restore previous state.
5. If we assign a team to a queue, all the agents in that team are automatically assigned to this queue.

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Figure 4.9e Assign Teams

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Section 5

Call Manager

This section elucidates the procedure of configuring settings for voice resources. You can Configure call
manager at the system level and then assign call contexts at the campaign level. On the menu bar, click on
Perspectives > Configuration, or double click on Call Manager in the System tree in the left panel. The Call
Manager View window will open up as shown in Figure 5.1a.

5.1 Default Resources

The following section elucidates the Configuration of the Default voice resource. These are the asterisk
resources (call-server) used in the Ameyo setup. In this tab we can configure new VOIP minutes or Zap trunk.
Addition- Through this we can make changes in asterisk configuration files

5.1.1 General Information

Click on the General tab, the window displays general information corresponding to the selected voice
resource as shown in Figure 5.1a. You can modify the name of the voice resource in the Voice Resource Name
field. You may also enter some description about the voice resource in the Description box.
The right side frame enlists the basic information related to the default voice resources.
Voice Resource Id: It is the unique id for each DVR.
Voice Resource Type: It is a type. We only have a single type.
Date added : The date and time DVR was created
Date Modified: The date and time DVR was altered/ modified.
Voice Resource Name: Name can be configured from here.
Last configuration written: The time when the changes were written on asterisk server.
Last status: either success or filed in connectivity with asterisk call server.
Last status updated: Time of updation of last status.
Description: Can provided any required information here.

Figure 5.1a General Information

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5.1.2 To add voice resource

1. Click on the Add button. A window pops up as shown in Figure 5.1b.

Figure 5.1b Asterisk Voice Resource Settings

2. Assign a name in the Voice Resource Name field, the value in the Voice Resource Type field appears by
default (as you are adding Asterisk voice resource only) and write some remarks in the Description box
and then click on the Next button. The window appears as shown in Figure 5.1c & Figure 5.1d.
3. Fill in the attributes and then click on the Finish button.

Figure 5.1c Asterisk Voice Resource Settings

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Figure 5.1d Asterisk Voice Resource Settings

5.1.3 Voice Resource Settings

Click on the Settings tab, the window appears as shown in Figure 5.1e. Fill in the following attributes.

1. Host Name: The hostname or IP address on which Call Server is running


2. Mgr Port Number: (Default 5038) The port number on which Call Server is listening for control
connections
3. Username: The username to be used to connect to the Call Server
4. Password: Click on Generate button to auto generate Authentication password in order to connect with
Call Server.
5. AMI Permit/Deny Configuration: Customized parameter associated with Asterisk Manager interface
6. Global AMI Configuration: Customized parameter associated with Asterisk Manager interface
7. Extension Configuration: Here user can add his/her own customize call dial plan.
8. Global SIP Configuration: If Call Manager is configured with VoIP technology it allows users to add Global
SIP Settings.
9. Trunk Groups: If Call Manager is configured with PSTN technology it allows users to add Global PRI/ZAP
Settings.
10. Global Zap Channel Configuration: ZAP Configuration applicable to all ZAP channels in all groups. Can be
overridden by specifying custom Configuration for a channel
11. Number of Spans: If Call Manager is configured with PSTN technology it allows to Configured number of
PRI Channels.
12. Trunk Type: Carrier type of each trunk currently connected to the ZAP hardware in use. Supported types:
E1, T1.

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Figure 5.1e Asterisk Voice Resource Settings

5.1.4 Entities Details

The various SIP accounts/contexts are enlisted here. We can view/ modify settings of the SIP contests or SIP
entities. Click on the Asterisk Entities Details tab, the window appears as shown in Figure 5.1f. Fill in the
following attributes.

Figure 5.1f Asterisk Entities Details

1. SIP Entity ID: A unique SIP context ID

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2. SIP Entity Name: The name given to the entity


3. Date Added: The date at which the SIP entity added with the system.
4. Date Modified: Last Modified date of SIP entity.
5. SIP Context: The context of SIP entity.
6. Port: The communication port of SIP entity.
7. Hostname: The hostname or IP address of client host.
8. From Domain: Sets the domain name if client host is behind the NAT or Domain.
9. NAT Supported: Whether or not NAT (Network Address Translation) is supported on the SIP Entity.
10. Can Reinvite: Whether or not the SIP Entity to allow SIP Reinvites.
11. DTMF Mode: DTMF mode supported by the SIP Entity.
12. Number RE: The Number pattern use to connect with receiver
13. Username: The user name of client. If client SIP entity require authentication
14. Password: Authentication password to be connects with SIP client.
15. Custom Configure: This field is used to configure specific parameters allowed only for particular SIP entity.
16. Description: Notes/ Tab

5.2 Voice Resources

The term voice resource here denotes the asterisk call servers attached to the application. From this menu we
can view/exit the settings for these resources.

5.2.1 General

1. The window as shown in Figure 5.2a displays general information about all the voice resources in the
System.
2. To view / edit details of a voice resource, select the voice resource. The respective information will be
visible on the right under the General tab. After making the desired modifications, click on the Apply
button to commit the changes or on the Refresh button to roll back to the previous settings.
[Note: You can only change the voice resource name and the description only.]

Figure 5.2a Call Manager

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5.2.2 Call Context

Call context is basically the SIP channel that is visible and will be used by the agent to initiate the calls.
1. To Configure call contexts, click on the Call Context Details (Figure 5.2b). While requesting a channel, a Call
Context uniquely identifies the Voice Resource as well as the Entity using which the call has to be made.
2. Select a call context and you will see the relevant details to the right.

Figure 5.2b Call Context Details

3. To add a call context, click on the Add button. A window pops up as shown in Figure 5.2c.
o Allow Incoming: Allow incoming calls using the selected call context. If not set, then the incoming
calls on this call context would be automatically rejected.
o Allow Outgoing: Allow outgoing calls using the selected call context. If not set, then the request
for outgoing calls on this call context would be rejected.
o Is Local: The entity checked as Is Local will be visible to agent
o Is EndPoint: No other agent can select that entity
4. To delete a call context, select the call context and then click on the Delete button.
5. Click on the Apply button to commit the changes or on the Refresh button to roll back to the previous
settings.

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Figure 5.2c Create Call Contexts

5.2.3 Systems

A system here stands for the contact centers associated with the setup. By default we have default CC (CC
stands for context center) for a single-tenat setup. For multi-tenat setup, we have multiple CC's or contact
centers associated with the same setup. In the system tab, we can define the maximum outbound / inbound /
active calls limit for either of the CC. By clicking on the System tab, window will open up as shown in Figure
5.2d.

Figure 5.2d Systems

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o CC Name: Contact Centre Name to which call context assigned


o Outbound Max.: Maximum allowed outgoing channels. It allows system not to be dialed outgoing
calls beyond the Configured range with this call context
o Inbound Max.: Maximum allowed incoming channels. It allows system not to be dialed incoming calls
beyond the Configured range with this call context
o Active Max.: Maximum allowed active channels. It allows system not to be dialed active calls beyond
the Configured range with this call context

5.3 Call Settings

For blaster setup which defines how many numbers must be dialed per internal and how long the internal will
be. By clicking on the Call setting tab, the screen will appear as shown in Figure 5.3a. This feature bound to
server to dial the customer with specific amount in specific interval.

Figure 5.3a Call Settings

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Section 6

Supervision (SV2)/ Monitoring

The supervision interface allows the supervisors to monitor real-time activities as well as view historical
statistics pertaining to the contact center.

After you log in as a supervisor, you have to specify the Telephony Channel Details as shown in Figure 6.1a.

Call Context: Specify the Configuration of the Phone device.


Contact Details

Figure 6.1a Telephony Details

You may then select a particular campaign and view the corresponding statistics in the right panel. In order to
give full screen space to the view of the right panel, right click on the Professional Monitoring View tab and
click on Fast View as shown in Figure 6.1b.

Figure 6.1b Select Campaign

After selecting the desired campaign, the screen appears as shown in Figure 6.1c.

Status

To start dialing, click on the Run button at the bottom left corner. The red button in front of Dialing will turn
green.

6.1.1 Agent Information

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1. Agent Id: Refers to the User Id.


2. Name: Displays the name of the user.
3. Ready:
4. Auto Call: Display the Agents Auto Call status.
5. Status: Displays the status of the call, whether the call is Connected / Inactive / Initialized / Ringing /
Hungup.
6. Status Duration: Refers to the time duration with respect to the last status change.
7. Connected To: Displays the number to which the agent is connected to.
8. Status Customer: Either customer is in talk or on hold with Executives.
9. Login Hour: Display the individual Agents login hours.
10. Ready Hour: Display the Agents Ready hour status
11. Auto Hour: Display the Agents Auto hour status
12. Talk Hour: Display the Agents Talk hour status
13. Wrap Hour: Display the Agents Wrap hour status
14. Breaks: Display the numbers of breaks taken by the Agent.
15. Manual Calls: Display the number of manual calls dialed by the Agent
16. Call Back: Display the number of callbacks attended by the Agent

Figure 6.1c Supervision - Status

The following buttons allow the supervisor to perform certain actions on the agents of the campaign:

1. Forced Logout
The feature enables the supervisor to logout any agent forcefully from the system at any moment.
2. Confer
The feature enables the supervisor to enter into a three-way conference with the agent and the customer. It
implies that the three of them can talk to and listen to each other. The supervisor can start as well as end the
conference from this screen.
Barge :
The feature enables the supervisor to jump into a running call. When an agent is having trouble with a
customer or the customer asks for the supervisor, the supervisor can easily connect in between the call and
disconnect the agent from the call in order to solve the problem. By barging in, the supervisor becomes the
owner of the call i.e., he can dismiss others in call or hold or hang them up, whereas the agent loses the
ownership of the call.
Whisper :

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The feature enables the supervisor to listen to the call and guide the agent (how to handle the call) without the
customer being able to hear their conversation. The customer only hears the voice of the agent (not the
supervisor).
Snoop:
The feature enables the supervisor to listen to the call & both agent and caller will remain unaware of
Supervisors activity. Through this feature supervisor can audit/monitor the live call.
Hangup :
The supervisors can forcefully hang-up a call, which is being handled by an agent by clicking on the Hangup
button on the right hand panel of the screen.

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Stats
6.2.1 Campaign

6.2.1.1 Agent Disposition

Agent Disposition shows dispositions made by agents in terms of count. (Table used: call history) as shown in
Figure 6.2a.

Figure 6.2a Agent Disposition

6.2.1.2 Connectivity

Connectivity shows the total dialed numbers, total answered, total connects, and total answering machines.
(Table used: call history) as shown in Figure 6.2b.

Figure 6.2b Connectivity

Total Dialed: Displays the total dialed numbers.


Total Answered: Displays the total answered numbers.
Total Connects: Displays the total connects calls.
Total AM: Displays the AMD by dialer

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6.2.1.3 Minute Performance

Minute Performance shows the total no tried, total connects, Amd, busy, No ans, Call drop and failed as
shown in Figure 6.2c.

Figure 6.2c Minutes Performance

Total: Display the total Dialed number.


Connect: Display the total connected number.
AMD: Display the total AMD
Busy: Display the total busy calls.
No Ans.: Display the total no answer calls.
Call Drop: Display the total call drop.
Call Hang-up: Display the total call hang-up.
Failed: Display the total failed.
ASR: Answer seizer ratio that describes the number of calls connected out of total numbers dialed.
PDD: Post dialed delay i.e. time between the start of the call and the moment the phone of the called
party starts ringing.

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6.2.1.4 System Disposition

System Disposition shows the system disposition for the calls (table used: call history) as shown in Figure 6.2d.

Figure 6.2d System Disposition

6.2.2 Customer

The Customer tab displays the general information about the customer details as shown in Figure 6.2e.

Figure 6.2e Customer

Name: Displays the name of the customer.


Phone: Displays the phone number to which the call is connected to.
Status: Displays the status of the call, whether the call was Call Drop / Attempt Failed / Number
Invalid / AMD / Busy--Connected/Hang up/Initialized/Ringing Agent: Display user id of executive with
which customer connected.
Status Duration: Refers to the time duration with respect to the last status change.
Calls: Display the total customers dialed/ received by system.
Waiting: Display the total number of customer waiting for executive.
Outbound: Display the total outbound calls.
Manual: Display the total manual calls.
Callback: Display the total callback calls.
Auto: Display the total auto calls.

The supervisors can forcefully hang-up a customer by selecting the customer and then clicking on the Hangup
button.

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6.2.3 Conferences

The Conferences tab displays general information about the ongoing conferences and its members in a
campaign as shown in Figure 6.2f. If you double click on the conference ID, you can also see the member
details.

Figure 6.2f Conference

6.2.4 Campaign Run Time Summary

Campaign Runtime Summary Displays the Last 8 hours 30 minutes Summary of Campaign which refreshes in
every 5 minutes as shown in Figure 6.2g.

Figure 6.2g Campaign Runtime Summary

AD Hr (Auto Dial Hrs): Display the sum of auto call on hrs. of all agents.
Start S (Started Since): Display the last auto dialing start time.
Prod Hrs (Productive Hours): Display the sum of time (Manual Calls + Auto dial Hrs.)
TalkT Hrs (Talk Time Hours): Display the sum of talk time of each customer.
Auto Dial: Display the total number of auto dial calls made in campaign.
Manual Dial: Display the total number of manual calls made in campaign.
Callback: Display the total number of callback calls made in campaign.
Connects: Display the number of connects (system_disposition=CONNECTED) in campaign.

6.2.5 User Runtime Summary

User Runtime Summary displays Last 8 hours 30 minutes Summary of Agents which is refreshed in every 5
minutes.( Log, Red, con,wai are the runtime data). Figure 6.2h.

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Figure 6.2h User Runtime Summary

Log (Logged in): Display the current number of agents logged in the campaign
Red (Ready): Display the number of agents that are/are on ready/break in the campaign
Con (Connected): Display the current number of agents are connected with customer in the campaign
Wrp (wrap-ups): display the wrapup time in the campaign.
Hld(holds):displays the hold time.
A.W.T (Average Waiting Time): Display the Average waiting time per agents.
A.H.T (Average Handling Time): Display the Average handling time (talk time + wrap time)per call
A.C.D (Average Call Duration): Display the Average call duration time (setup time + ringing time+ talk time
+ wrap time) per call.
A.Wr.T (Average Wrapup Time): Display the Average wrap-up time per call.
< 20: Display the no of customers which are waiting for less than 20 sec.
< 20-60: Display the no of customers which are waiting for greater than 20 sec but less than 60 sec.
> 60: Display the no of customers which are waiting for greater than 60 sec.

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6.2.6 Customer Runtime Summary

Customer Runtime Summary displays customer information about the campaign as shown in Figure 6.2i.

Figure 6.2i Customer Runtime Summary

Tot (Total): Display the current no customers present


Que (Queued): Display the current no customers queued
Int (Initialized) : Display the current no of customers initialized
Con (Connected) : Display the current no of customers Connected
CR (Cancel Rate) : Display the percentage of calls which have hangup cause code=487 + failed calls
CAR (Calls Abandoned Ratio) : Display the percentage hangup calls
CDR (Call Drop Ratio) : Display the call drop ratio
BHCA (Busy Hours Call Attempts) : Display the number of calls made in last 1 hour

6.2.7 Lead Performance

The Lead Performance tab displays as shown in Figure 6.2j the number of calls with respect to different
statuses such as Call_Hangup, Connected, and Failed etc.

Figure 6.2j Lead Performance

Name: Display the name of the lead


Tried : Display the number of customers dialed from this lead
Answered: Display the number of customers who have answered
AMD: Display the number of customers who were AMD
Available: Display the numbers which are currently available in all the leads.
Leads: Display the current number of enabled leads. If they have any available no.
Dialable: Display the number which are currently dialable in all the leads.(after applying retry time
settings)

6.2.8 Agent Productivity

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The Agent Productivity as shown in Figure 6.2k shows Time Axis Graph Shows Agents' Combined Perfromance
On a Percentage Stacked Area Chart with Time.(This will be sum of all agents ready hours , login hours , talk
time etc.) table used : campaign_user_auto_call_history , campaign_user_ready_history

Figure 6.2k Agent Productivity

Auto D Hrs: Display the sum of auto call on time of all agents
Login Hrs: Display the sum of login time of all agents
Prod. Hrs: Display the sum of prod time of all agents
Ready Hrs: Display the sum of ready time of all agents
Talk Time: Display the sum of talk time of all agents
Wr. Time: Display the sum of wrap time of all agents

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6.2.9 Campaign Performance

The Campaign Performance as shown in Figure 6.2l displays Time Axis Graph Shows Campaign Performance On
A Percentage Stacked Area Chart With time.(Shows calls abn , connec. , drop , Sale. etc.) table used:
call_history

Figure 6.2l Campaign Performance

Calls Ans.: Display the number of calls which are either connected or dropped
Calls Abn.: Display the number of abandoned calls(call hang-up + call not picked)
Calls Drop: Display the number of calls which are dropped
Total Calls: Display the total number of calls attempted.
Calls Conn.: Display the number of calls which are connected
Less 60 : Less 60: Display the number of calls which have setup time less than 60 sec.
Greater 60:Greater 60: Display the number of calls which have setup time greater than 60 sec.

6.2.10 Lead Penetration

The Lead Penetration as shown in Figure 6.2m shows which lead is performing how.(Table used :- call_history)

Figure 6.2m Lead Penetration

AMD Dialer: Display the number of calls which are AMD by dialer.
Answered: Display the number of calls which are either connected or AMD by dialer.
Failed: Display the number of calls which are failed.
Sales: Display the number of sales made by agents.
Total Customer: Display the total number of customers which are dialed.
Total Tried: Display the number of calls tried.

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6.2.11 Queue Performance

Queue Performance as shown in Figure 6.2n shows the total calls, answered, average time taken for request,
Calls abandoned, Average waiting time for the request to satisfy. Table refreshes in every 5 minutes. (Table
used: agent_queue_request_history)

Figure 6.2n Queue Performance

Queue: Display the queue id of each queue which is being used


Calls: Display the number of calls coming in each queue
Ans: Display the number of calls answered in each queue
< 20: Display the number of calls which are served in less than 20 sec
ABN: Display the number of calls which are not answered in each queue
AWT: Display the average waiting time for each queue.
Wait: Number of calls waiting in queue. Refreshed in every 5 minutes

6.2.12 Dial Chart

Dial Chart as shown in Figure 6.2o shows the percentage in dial for <20 sec , > 60sec and abandoned calls for
whole campaign.(table used: agent_queue_request_history)

Figure 6.2o Dial Chart

< 20 Sec: Display the rate of calls for which waiting time is less than 20 sec in this campaign
> 60 Sec: Display the rate of calls for which waiting time is greater than 60 sec in this campaign
ABN: Display the rate of calls which are abandoned in this campaign

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6.2.13 Line Chart

Line Chart as shown in Figure 6.2p shows the >60 sec, <20 sec and abandoned calls wrt time. (Updated in every
5 minutes.)(Table used: agent_queue_request_history)

Figure 6.2p Line Chart

< 20 Sec: Display the rate of calls for which waiting time is less than 20 sec in this campaign(shows data of
last 6 instances)
> 60 Sec: Display the rate of calls for which waiting time is greater than 60 sec in this campaign
ABN: Display the rate of calls which are abandoned in this campaign

6.2.14 Table

Table shown in Figure 6.2q displays the agents which are present in each of the queues. Available, allocated
pending customers and oldest pending which are runtime.

Figure 6.2q Table

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6.2.15 Queue

Queue as shown in Figure 6.2r.

Figure 6.2r Minutes

< 20 Sec: Display the rate of calls for which waiting time is less than 20 sec in selected queue
> 60 Sec: Display the rate of calls for which waiting time is greater than 60 sec in selected queue
ABN: Display the rate of calls which are abandoned in selected queue

6.2.15.1 Traffic Distribution

Traffic Distribution as shown in Figure 6.2s shows the pie chart for no of calls which are coming in each of the
queues

Figure 6.2s Traffic Distribution

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6.2.15.2 Resource Distribution

Resource Distribution as shown in Figure 6.2t shows the calls which are answered by the agents in each of the
queue

Figure 6.2t Resource Distribution

6.2.15.3 Resource Distribution Table

Resource Distribution Table as shown in Figure 6.2u

Figure 6.2u Resource Distribution Table

Name: Display the name of the queue.


Calls: Display number of calls came in queue.
ABN: Display the calls which are abandoned (No user allocated)
Ans.: Display the calls which are answered
< 20 Sec: Display the calls which have wait time less than 20 sec
> 60 Sec: Display the calls which have wait time greater than 60 sec
AWT: Display the Average waiting time of customers
AHT: Display the Average handling time of customers

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6.2.16 SLA

SLA as shown in Figure 6.2v.

Figure 6.2v SLA

Greater 60 : Display the number of calls which have setup time greater than 60 sec.
Less 20 : Display the number of calls which have setup time less than 20 sec.
Calls Abn.: Display the number of abandoned calls(call hang-up + call not picked).
Calls Ans.: Display the number of calls which are either connected or dropped.
Calls Conn.: Display the number of calls which are connected.
Calls Drop: Display the number of calls which are dropped.
Total Calls: Display the total number of calls attempted.

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Call Details

Click on the Call Details tab to the right of the Settings tab. The window appears as shown in Figure 6.3a. The
window allows the supervisor to monitor detailed parameters of the calls. It provides the following details:

Figure 6.3a Call Details

Call Id: Refers to a unique Call Id.


Phone: Displays the phone number to which the call is connected to.
Attempt Time: Displays the start time of the call
Talk Time: Displays the time duration for which the agent was interacting with the customer.
IVR Time: Display the total time taken by the system to process a call.
Call Type: Displays whether the call is an outbound manual dial / callback / auto dial or an inbound
call.
Status: Displays the status of the call, whether the call was Call_Drop / Attempt_Failed / Number
Invalid / AMD / Busy
Disposition: Displays the disposition of the call, whether the call was a Sale / Callback / Not interested
etc.
Hangup Cause: Displays the Hangup cause of the call with respect to the performance of the
Telephony service.
Hangup Cause Code: Displays the codes that are mapped with respective Hangup Causes.
Hangup Details: Displays the reason for the actual reason of call disconnection ie
AGENT_HANGUP_UI, AGENT_HANGUP_PHONE, CUSTOMER_HANGUP_PHONE/SYSTEM_MEDIA etc.

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Call History

Click on the Call History tab to the right of the Call Details tab. The window appears as shown in Figure 6.4a.
The window allows the user to Listen / Download the voice logs fetched as per the user, date, talk time, phone
number, lead, call type, customer status and the disposition of the call.

Figure 6.4a Call History

1. After choosing the desired set from the Selections panel, click on the Fetch button. The screen appears as
shown in Figure 6.4b.

Figure 6.4b Fetch Call History

2. The supervisor can select the desired voice log and click on Listen to listen to or on Download to save the
voice logs or can assign score to that customer or extract the call history of selected criteria.

Dialer Settings

1. Dialer Settings
o Algo Type: Supervisor can enabled dialing Algo for outbound dialing.
o AMD Enabled: Checking this implies that Answering Machine Detection is turned on.

2. Predictive Algo Settings:


o Peak CC: Specify the maximum number of simultaneous calls, which the dialer should dial for a
particular campaign.
o Max Pacing Ratio: The parameter controls the ratio of dialing calls to the free agents. A higher value
implies an increase in the number of dialing calls.
o Variance Factor: The parameter controls the number of simultaneously dialing customer. This factor
depends on Max Pacing Ratio, Call drop ratio and Agent wait time.

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o Call Drop Ratio: This parameter allow number of customer to be on hold if the entire executive are
busy.
o Agent Wait Time: This parameter allows to define the minimum executive wait time

Figure 6.5a Dialer Settings

1. Time Zone Settings: Specify the Default Time range that the dialer would refer to in case the time zone for
a particular lead / customer is not specified. You can also add a time zone by clicking on the Add button.
Specify the time zone from the drop down menu as shown in Figure 6.5b and the time range in the Time
From and Time To fields.

Figure 6.5b Add Time Zone

2. Retry Time Settings: It displays the time duration after which the dialer will retry for those numbers,
which do not get connected in the first attempt. Refer to Figure 6.5c, Retry Time Settings. The value
03:00:00 corresponding to No_Answer implies that all those numbers for which there was no answer
were redialed after 3 hours.

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Figure 6.5c Retry Time

3. Status Setting: We can assign the Status Setting to the Dialer Settings, select the status from Available and
click on > button. To remove a status, select the status from Assigned and click on the < button as shown
in Figure 6.5d.

Figure 6.5d Status Setting

Call Back Management


6.6.1 Callback Management

1. Click on the Callback tab. The window appears as shown in Figure 6.6a.

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Figure 6.6a Callback Management

2. The window allows the user to select callback data as per the agent ID, date on which the callback was set,
date for which the callback is scheduled.
3. After choosing the desired set, click on the Fetch button. The results get displayed in the Callback Details
pop up as shown in Figure 6.6b. You can also fetch details as per the different properties and the related
values of that property pertaining to a customer from the And Or panel (Figure 6.6a).
4. To upload a Callback file (a .csv file), click on the Browse button and specify the directory path. Then click
on the Upload button.

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Figure 6.6b Callback Details

5. To add the callback, click on the Add Callback button the screen will appear as shown in Figure 6.6c.

Figure 6.6c Add Callback

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6.6.2 Callback Configuration

1. Click on the CallBack Configuration tab. The window appears as shown in Figure 6.6d.

Figure 6.6d Callback Configuration

2. Set the following parameters:


o Default Self Callback If enabled, it implies that the dialer would throw the callback to the same
user who disposed the call as callback.
o Max Callback Days Number of days after which the callback would be deleted.
o Promote to Campaign expiry Time It refers to the number of days after which the Self Callback
(if not attended by the respective agent) will get expired and transferred to the campaign (i.e. it
can then be directed to any other agent of the campaign).
o Callback Retry Time Number of times that the dialer should retry the number in case it failed at
the time of attempting callback.
o CallBack Reminder: Number of days after which the Callback would be reminded to the user.

3. Click on the Apply button to commit or on the Refresh button to reject.

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Contacts

This section explains how to manage and upload leads. In the Supervision perspective, select a campaign and
click on the Contacts tab. The screen appears as shown in Figure 6.7a

6.7.1 General

1. Configuration:

a. Select a lead and you can see the Lead Parameters under the Configuration tab. You can view,
modify the Priority and Weight.
b. Enable or Disable the lead by checking or Un checking the Enabled checkbox. You can also specify
the maximum number of attempts that the dialer should dial the selected lead in the Max
Attempts field.

Figure 6.7a Contacts

To create a lead Id, click on the Add button as shown in Figure 6.7b.

Figure 6.7b Add Lead

To Delete a Lead Id, click on the Delete button.


To modify a Lead, click on the Modify button as shown in Figure.6.7c.

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Figure 6.7c Modify Lead

4. To add a customer directly to a lead, click on the Add Customer button. A window pops up as shown in
Figure 6.7d. Here you can add details such as the time zone and up to three contact numbers of the
customer.

Figure 6.7d Add Customer

To upload the file in the lead, click on the Browse button and browse the required CSV file and click
on the Upload button.
By clicking on the Get Lead Summary, the window appears as shown in Figure 6.7e.

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Figure 6.7e Get Lead Summary

6.7.2 Manage List

1. Click on the Manage List tab, the window appears as shown in Figure 6.7f. The window allows the user to
fetch leads as per the desired date, dialed number of attempts, customer status, lead Id, disposition
status and table filters. After selecting the desired parameters, you can either Get Dial able Numbers, Get
Lead Summary, Fetch data or Churn the numbers directly.

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Figure 6.7f Manage List

6.7.2.1 Get Lead Summary

By clicking on the Get Lead Summary, you get the screen as shown in Figure 6.7g.

Figure 6.7g Lead Summary

By clicking on the Extract button, you can extract the data in CSV format.

6.7.2.2 Fetch

In case, the outcome of a campaign is not satisfactory, there is a need to retry the numbers in different order.
To facilitate this, Ameyo allows the users to fetch data as per different criteria and further churn it. Click on the
Fetch button (Figure 6.7f). The screen appears as shown in Figure 6.7h.

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Figure 6.7h Fetch

You can select the desired number (s) and then click on the Churn button (at the top right of the Lead Details
table) to retry the numbers. Or you can save the numbers data by clicking on the Extract button. Or you can
remove customer(s) by clicking on the Remove Customer(s) button. Or you can save the entire fetched
customer by clicking on Extract All button. Or you can remove all customers by clicking on the Remove All
Customers button.

6.7.2.3 Churn

By clicking on the Churn tab, screen will appear as shown in Figure 6.7i. From here you can churn selected
customer to be redial, by setting the Target Customer Status as Not Tried

You can also reset the attempts counter by specifying target number of attempts.

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Figure 6.7i Select Target Customer Status

Figure 6.7j Specify Target Num Attempts

6.7.3 Excluded Dispositions

1. Click on the Excluded Dispositions tab to the right of the Number Management tab. The window appears
as shown in Figure 6.7k.

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Figure 6.7k Excluded Dispositions

2. The window allows the user to select the desired disposition parameters that should be excluded from
churning. For example, a sale disposition need not be churned and therefore it can be marked as excluded
disposition.
3. Click on the Apply button to commit or on the Refresh button to roll back to the previous settings.

DNC

The following section elucidates the process or creating / editing / deleting exclusion leads. Exclusion Leads are
created in order to exclude the Do-Not-Call (DNC) numbers / customers from the dialing list. The dialer does
not dial a particular number if it is included in an enabled exclusion lead. Click on the DNC tab to the right of
the Contact tab. The window appears as shown in Figure 6.8a.

6.8.1 General

Select an exclusion lead from the Exclusion Leads list and you can see the respective ID and name in the right
panel. To enable / disable the exclusion lead, check / uncheck the Enable checkbox.

Figure 6.8a DNC


1. To add an exclusion lead, click on the Add button on the top right of the exclusion leads list. A window
pops up as shown in Figure 2.8b.
2. Enter a name in the name field and click on the OK button.
3. To delete an exclusion lead, select a lead from the Exclusion Leads list and click on the Delete button.

Figure 6.8b Add Exclusion Lead

6.8.2 Attribute Exclusion

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By clicking on the Attribute Exclusion tab, the window appears as shown in Figure 2.8c.

Figure 6.8c Attribute Exclusion

Exclusion Leads: Display the name of excluded Leads.


Exclusion Attribute Name: Display the list of attribute filters.
Excluded Values: Here we can Configure filter attribute.

To Add an Attribute click on Add button, the window appears as shown in Figure 6.8d.

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Figure 6.8d Add Attribute Exclusion

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6.8.3 Media Exclusion

Media exclusion is an interface for users to upload number / assign filters to a DNC lead. Here the media is
phone.

1. Click on the Media Exclusion tab. The window appears as shown in Figure 6.8e.

Figure 6.8e Media Exclusion

2. You can see the list of all the exclusion leads under the Upload Media Exclusion column.
3. To upload a file in the exclusion lead, select the lead and then click on the Browse button to specify the
directory path. Then click on the Upload button to upload the file.
4. The right panel allows you to select exclusion data as per a specific lead, the date on which the lead was
added, or as per the different properties and the related values of that property pertaining to a customer
from the And Or panel. After choosing the desired set, click on the Fetch button. The results get displayed
as shown in Figure 6.8f.

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Figure 6.8f Fetch Media Exclusion

6.8.4 Customer Exclusion

Customer Exclusion is an interface where we can upload the DNC as per customer ID. The window appears as
shown in Figure 6.8g.

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Figure 6.8g Customer Exclusion

1. To upload a file in the customer exclusion, select the lead and then click on the Browse button to specify
the directory path. Then click on the Upload button to upload the file.
2. The right panel allows you to select customer exclusion data as per a specific lead, the date on which the
lead was added. After choosing the desired set, click on the Fetch button. The results get displayed as
shown in Figure 6.8h.

Figure 6.8h Fetch Customer Exclusion

Queue Details

During an inbound call flow, when a customer requests to speak to a live agent (resource) then it is stated as
request. The Queue Detail tab shows the details of requests from customers (under the Request Table) and
the agents allocated (under the Resource Table). Refer to Figure 6.9a. When a request is made by the
customer, the agent is allocated as per different criteria such as the DTMF input from customer, customer ID,
specified routing policies and many others.

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Figure 6.9a Queue Details

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Queue

This section elucidates the procedure of managing the queues. Click on Queue tab in the Supervision
perspective. The screen appears as shown in Figure 6.10a.

6.10.1 Queue

The following section elucidates the process of adding / deleting a queue.

a. The window displays general information about all the queues.


b. To view / edit details of a queue, select the queue. The respective information will be visible in the right
panel under the General tab. After making the desired modifications (in the Queue Name, Queue Priority,
Queue Type, Scheduler Type and Description, click on the Apply button to commit the changes or on the
Refresh button to roll back to the previous settings.

Figure 6.10a Queues

c. To add a queue, click on the Add button. A window pops up as shown in Figure 6.10b.

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Figure 6.10b Add Queue


d. Assign a name in the Queue Name field, assign priority in the Queue Priority field, specify the Queue
Type, specify the Scheduler Type, Transferrable and write some remarks in the Description box and then
click on the Next button. The window appears as shown in Figure 2.10c.
e. To assign a user to the queue, select the user from the Campaign Users and click on > button.
f. To remove a user from the selected queue, select the user from the Queue Users and click on < button.

Figure 6.10c Assign Users

6.10.2 Users

1. Select a queue and then click on the Users tab. The screen appears as shown in Figure 6.10d.
2. To assign users to the queue, select users from the Available and click on the > button.
3. To remove a user from the selected queue, select the user from the Assigned and click on < button.
4. Click on Apply to commit or click on Refresh to restore previous state.

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Figure 6.10d Users

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Prompts

In order to add, listen or modify voice prompts, click on the Voice Prompt tab. The screen appears as shown in
Figure 6.11a.

6.11.1 Voice Prompt

1. Select a voice prompt from the Prompts list and you can see the respective information in the right panel.

Figure 6.11a Voice Prompt

2. To add a prompt, click on the Add button. A window pops up as shown in Figure 2.11b. Enter the name of
the prompt in the Name field and the name of the file in the File Name field. Specify the path in the
Relative Path field. Select the owner from checking the Select the Owner tab. click on the Is Active check
box and click on the Finish button.
3. To modify a prompt, click on the Modify button and make the desired changes.

Figure 6.11b Add Prompt

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6.11.2 Audio File

a. Click on the Audio File tab to mange audio files. The screen appears as shown in Figure 6.11c.

Figure 6.11c Audio File

b. To add an audio file, click on the Add button. A window pops up as shown in Figure 6.11d.

Figure 6.11d Add Audio File

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Section 7

Analyst

The Analyst interface allows monitor real-time activities as well as view historical statistics pertaining to the
contact center.

After you log in as an analyst, you have to specify the Telephony Channel Details as shown in Figure 7.1a
Call Context: Specify the Configuration of the Phone device.
Contact Details

Figure 7.1a Telephony Details

You may then select a particular campaign and view the corresponding statistics in the right panel. In order to
give full screen space to the view of the right panel, right click on the Professional Monitoring View tab and
click on Fast View as shown in Figure 7.1b.

Figure 7.1b Select Campaign

7.1 Status
Please refer to Section 6.1

7.2 Call Details


Please refer to Section 6.2

7.3 Call History


Please refer to Section 6.3

7.4 Queue Details


Please refer to Section 6.8

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Section 8

Professional Agent

The Professional Agent has an access Ameyo workbench which allows Executive to make or receive the call
using web browser Mention Agent (Login Url (http://app server ip:8888/ameyowebaccess/en) as shown in
Figure 8.1a..

Figure 8.1a Login Screen

After you log in as a Agent, you have to select the campaign as shown in Figure 8.1b.

Figure 8.1b Camapign Details

After that specify the Telephony Channel Details as shown in Figure 8.1c

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Figure 8.1c Telephony Details

Agent Workbench is the work area of a user who is assigned to call / receive calls for a particular campaign.
When an agent logs in, the screen appears as shown in Figure 8.1d.

Figure 8.1d Workbench

8.1 Dialing

1. After logging in, the agent has to make him available for calling by clicking the Ready button in the bottom
left panel of the screen. Now the agent will start getting calls from the system. In case of an inbound
campaign, the ACD will direct incoming calls to the agents and in case of an outbound campaign; the dialer
would throw calls to the available agents.

2. The agent can also dial a number manually in the following way. The screen appears as shown in Figure
8.1e.
a. Enter the number in the Number field.
b. Click on Dial Customer.

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Figure 8.1e Dial Customer

c. To preview customer information, click on the Preview button as shown in Figure 8.1f. The information
gets displayed under the Customer CRM tab as shown in Figure 8.1g.

Figure 8.1f Preview

Figure 8.1g Customer CRM

3. If the agent doesnt want to take dialer calls and just want to make manual calls, Click on Auto Call On
button to be in Auto call Off mode. And if agent wants to receive dialer calls, click on Auto Call On
button to be in Auto Call On mode.
4. If the agent has to take a break, then click on the Available drop down option and Select it to the
Lunch as shown in Figure 8.1h.

Figure 8.1h Available Drop Down Option

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5. To set the CRM disposition of the call, click on the Set Disposition (Figure 8.1g) and set the disposition
as shown in Figure 8.1i. On every successful communication done with the customer, Agent need to
provide a valid reason for disposing a call.

Figure 8.1i Set Disposition

8.2 Agent Status

1. The Agents info panel as shown in Figure 8.2a shows the following information:
a. Terminal Info: Displays the IP address of the agents machine.
b. Status: Displays the status of the agent, i.e., whether he is logged in, on break, etc. This
status gets updated in real-time.
a. Customer Status: Displays the status of the customer, i.e., whether he is connected or
disconnected, etc. This status gets updated in real-time.
b. Queue Name: Display the Queue Name
c. DID: Display the DID number.
d. Channel Info: Displays the telephony channel
c. Call Connected: Display the status of call

Figure 8.2a Agents Info

8.3 Actions

Following actions are available on Agent Work bench.

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Figure 8.3a Actions

1. To put the call on hold, click on the Hold button (Figure 8.3a).
2. To transfer the call to a third party and disconnect the call from your end, click on the Transfer Call
button. The screen appears as shown in Figure 8.3b. Enter the number in the Number field and then click
on Transfer to Phone. By transferring the call, the ownership of the call is also transferred to the
conference user.

Figure 8.3b Transfer Call

3. To enter into a conference with the customer and a third party, click on the Confer button (Figure 8.3a).
The screen appears as shown in Figure 8.3c. Enter the number in the Number field and then click on Confer
with Phone. The ownership of the call rests with the agent until he transfers the call.

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Figure 8.3c Confer

4. By clicking on the Verify button (Figure 8.3c), the call gets routed to the customer through the verifier (a
third-party, who assists in the conversation between the agent and the customer in order to close a deal).
5. To disconnect the call from your end, click on the Hangup Self button (Figure 8.3a). (In case the call was a
conference, the agent gets out of the conference by clicking on this button while the remaining parties are
still into conversation).
6. To disconnect the customer from the call, click on the Hangup Customer button (Figure 8.3a). (In case the
call was a conference, the customer gets out of the conference while the remaining parties are still into
conversation).
7. To disconnect the ongoing conferences, click on the Hangup Confer button (Figure 8.3a).
8. To set the disposition of the call, click on the Force Dispose button (Figure 8.3d) and set the disposition.

Figure 8.3d Call Disposition

9. To set call back, click on CallBack. A window pops up as shown in Figure 8.3e.

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Figure 8.3e Set Call Back

8.4 Callback Notification

The Callback Notification allows you to view your scheduled callback as shown in Figure 8.4a.

Figure 8.4a Call Back Notification

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8.5 Chat

Apart from the customer user interaction, Ameyo allows all the users to interact amongst themselves for
assistance and supervision. By clicking on in the upper right corner, a window pops up as shown in Figure
8.5a. The table provides the information about all the users and their status.

1. To converse with another user, select the user from the table and then click on the Chat button in the
bottom left of the window.

Figure 8.5a Users

2. To chat with another user, select the user from the table and then click on the Chat button in the bottom
left of the window. After that you can able to chat with another agent as shown in Figure 8.5b.
3. To send a common message to all the users, click on the Broadcast button in the bottom left of the
window.

Figure 8.5b Chat Window

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Section 9

Executive Agent

The Executive Agent has an access Ameyo workbench which allows Executive to make and simultaneously
received the call using web browser across the different campaign as shown in Figure 9.1a..

Figure 9.1a Login Screen

After you log in as an Executive Agent, We can add the campaign whichever is available for Executive Agent as
shown in Figure 9.1b.

Figure 9.1b Campaign Details

After that specify the Telephony Channel Details as shown in Figure 9.1c

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Figure 9.1c Telephony Details

Agent Workbench is the work area of a user who is assigned to call / receive calls for a particular campaign.
When an agent logs in, the screen appears as shown in Figure 9.1d.

Figure 9.1d Workbench

9.1 Dialing

1. After logging in, the agent has to make him available for calling by clicking the Ready button in the bottom
left panel of the screen. Now the agent will start getting calls from the system. In case of an inbound
campaign, the ACD will direct incoming calls to the agents and in case of an outbound campaign; the dialer
would throw calls to the available agents.

2. The agent can also dial a number manually in the following way. The screen appears as shown in Figure
9.1e.

a. Select the campaign in Campaign field


b. Enter the number in the Number field.
c. Click on Dial Customer.

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Figure 9.1e Dial Customer

3. To preview customer information, click on the Preview button as shown in Figure 9.1f. The information
gets displayed under the Customer CRM tab as shown in Figure 9.1g.

Figure 9.1f Preview

Figure 9.1e Customer CRM

6. If the agent doesnt want to take dialer calls and just want to make manual calls, Click on Auto Call On
button to be in Auto call Off mode. And if agent wants to receive dialer calls, click on Auto Call On
button to be in Auto Call On mode.
7. If the agent has to take a break, then click on the Available drop down option and Select it to the
Lunch as shown in Figure 9.1f.

Figure 9.1g Available Drop Down Option

8. To set the CRM disposition of the call, click on the Set Disposition Figure 9.1g and set the disposition

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Figure 9.1h Set Disposition

9.2 Agent Status

1. The Agents info panel as shown in Figure 9.2a shows the following information:
a. Terminal Info: Displays the IP address of the agents machine.
b. Status: Displays the status of the agent, i.e., whether he is logged in, on break, etc. This
status gets updated in real-time.
e. Customer Status: Displays the status of the customer, i.e., whether he is connected or
disconnected, etc. This status gets updated in real-time.
f. Queue Name: Display the Queue Name
g. DID: Display the DID number.
h. Channel Info: Displays the telephony channel
c. Call Connected: Display the status of call

Figure 9.2a Agents Info

9.3 Actions

Following actions are available on Agent Work bench.

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Figure 9.3a Actions

1. To put the call on hold, click on the Hold button (Figure 9.3a).
2. To transfer the call to a third party and disconnect the call from your end, click on the Transfer Call
button. The screen appears as shown in Figure 9.3b. Enter the number in the Number field and then click
on Transfer to Phone. By transferring the call, the ownership of the call is also transferred. You may
transfer the call while in conference.

Figure 9.3b Transfer Call

3. To enter into a conference with the customer and a third party, click on the Confer button (Figure 9.3a).
The screen appears as shown in Figure 9.3c. Enter the number in the Number field and then click on Confer
with Phone. The ownership of the call rests with the agent until he transfers the call.

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Figure 9.3c Confer

4. By clicking on the Verify button (Figure 9.3c), the call gets routed to the customer through the verifier (a
third-party, who assists in the conversation between the agent and the customer in order to close a deal).
5. To disconnect the call from your end, click on the Hangup Self button (Figure 9.3a). (In case the call was a
conference, the agent gets out of the conference by clicking on this button while the remaining parties are
still into conversation).
6. To disconnect the customer from the call, click on the Hangup Customer button (Figure 9.3a). (In case the
call was a conference, the customer gets out of the conference while the remaining parties are still into
conversation).
7. To disconnect the ongoing conferences, click on the Hangup Confer button (Figure 9.3a).
8. To set the disposition of the call, click on the Force Dispose button (Figure 9.3d) and set the disposition.

Figure 9.3d Call Disposition

9. To set call back, click on CallBack. A window pops up as shown in Figure 9.3e.

Figure 9.3e Set Call Back

9.4 Callback Notification

The Callback Notification allows you to view your scheduled callback as shown in Figure 9.4a.

Figure 9.4a Call Back Notification

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9.5 Chat

Apart from the customer user interaction, Ameyo allows all the users to interact amongst themselves for
assistance and supervision. By clicking on in the upper right corner, a window pops up as shown in Figure
9.5a. The table provides the information about all the users and their status.

1. To converse with another user, select the user from the table and then click on the Dial User button in the
bottom left of the window.

Figure 9.5a Users

2. To chat with another user, select the user from the table and then click on the Chat button in the bottom
left of the window. After that you can able to chat with another agent as shown in Figure 9.5b.
3. To send a common message to all the users, click on the Broadcast button in the bottom left of the
window.

Figure 9.5b Chat Window

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