CA Modules Installation and Licensing Training Presentation

Report
Training Presentation
Poltys CA Modules
Introduction
Presentation Content
Configuration
Licensing
Installation
CA + TDE/NCP/NS1000
TDE, NCP and NS1000 series PBX
Section 1
INTRODUCTION
CA Modules - Overview
New functionality for the Panasonic CA provided by Poltys
Dec 2012
Panasonic CA and Poltys CA Modules create an
unified application suite
CA Modules use the propriety Panasonic CTI I/F for
a seamless integration with CA and PBX
Languages available for the GUI
•
English
•
German
•
Spanish
Key Concept
• Panasonic Family Product
• Affordable to sell by Panasonic Dealer
ACD
Reports
Tight integration
as CA Family product
CA Modules are derived from existing Poltys
applications
Conference
Bridge
Appointment
Reminder
Auto
Attendant
Outbound
Dialer
CA Modules - Functionality
Poltys CA modules can be launched from CA V4 screen with easy oneclick operation, then provides effective five functions.
CA V4
Click
Poltys
CA Module
1. ACD
Reports
Provides Call Center reporting features, adding
ACD Call Center specific functionality
2. Conf
Bridge
Adds audio conference capabilities to the CA Pro
and CA Supervisor Clients
3. Appt.
Reminder
Select a function
4. Auto
Attendant
5.Outbound
Dialer
Places outbound calls to customers and when the
call is answered, plays specific message
Connects the caller to the intended recipient by
speaking the name or by entering the extension
number, using speech recognition technology
Automatically places calls to a predefined list of
phone numbers and connects the called person to
the agent as soon as the call is answered
CA Modules - Product Positioning
1. New capabilities added to the Panasonic based solutions
• Appointment remainder
• Auto Attendant
• Outbound dialer
2. Cover missing functionality in the Panasonic based solutions
• Simple ACD Report
• Conference Bridge
3. Potential target markets
Appoint.
Reminder
Auto
Attendant
Health Care Practitioner
l
l
l
Service Oriented Business
l
l
l
Automotive
l
l
l
Schools
l
l
Industry
New Vertical
Markets
Compete in
Existing
Markets
Informal Call Center
l
SMB Office
l
Small Doctor Office,
Collection Agencies
l
l
Conference
Bridge
ACD
Reports
l
l
Outbound
Dialer
l
l
l
l
CA Modules - Order Process
Dealers order product from Panasonic Sales Company
Panasonic CA must have a permanent active license in
order for the CA Modules to be functional
Each CA Module comes with a 60 days trial license
Activation Code is used by Dealers to log into the Poltys
licensing portal (https://licensing.poltys.com/PoltysLicense/)
Activation Code is generated by Poltys and has the order details
encrypted in 16 alphanumeric characters in the following
format: xxxx-xxxx-xxxx-xxxx
Panasonic Sales
Company
Customer
Download &
License ACD
Reports
Module
Dealer (Dealer + Distributor)
https://licensing.poltys.com/PoltysLicense/
Login using Activation Code
Select Language
Fill Dealer Contact Info and Survey (PBX System to Install On)
Download install kits (if product not already installed)
Request License After Kits are Installed
POLTYS
Section 2
INSTALLATION
Installation Kit – Download and Conditions
• All Poltys CA Modules are contained in a single install kit
CAModules.exe downloadable from
ftp://CAModules.poltys.com:[email protected]
• The installation process will install all Poltys CA Modules
• All Poltys CA Modules come with default 60 days trial license,
installation and trial support done by Sales Company
• Licensing is done using Activation Code from
https://licensing.poltys.com/PoltysLicense/
• Poltys CA Modules licensing is seat-based
CA Modules Installation
Install the CA Modules on every host running the Panasonic CA where the module(s) will be used
2. Click on “Next” button
5. Click on “Finish” button
1. Double click on CA
Modules install kit icon
4. Click on “Next” button
3. Select destination
folder
Section 3
CONFIGURATION
CA Modules Configuration
NOTE: CA Modules will connect to the Panasonic IP PBX IP Address in PBX mode or to Panasonic CA
Server IP when using CA in Server mode.
1. Click on Windows
“Start” button
2. Select “All Programs |
Poltys | CA Modules |
CA Modules Config”
3. Click on “Allow
access” button
CA Modules Configuration
Configure the connection between the CA Modules and the PBX IP in PBX Mode or CA Server IP when
there is a CA Server installed.
2. Set PBX Port to
33334
1. Enter IP Address of
the CA Server/PBX
3. Make sure that
“Listening Port” field is
set to 33334
4. Click on “OK” button for
changes to take effect
CA Modules Configuration
In Communication Assistant application you need to:
• Configure the Panasonic “IP Address of CA Server” field with localhost IP Address (127.0.0.1)
• Configure the “Port” field with the value 33334
Localhost IP
Address
CA Modules
Listening Port
Section 4
LICENSING
Activation Code
Activation Code is used by Dealers to log into the Poltys licensing portal
(https://licensing.poltys.com/PoltysLicense/) to license the product they purchased
Activation Code is generated by Poltys and has the order details encrypted in 16
alphanumeric characters in the following format: xxxx-xxxx-xxxx-xxxx
Panasonic Sales
Company
Customer
Download &
License Appt
Reminder
Module
Dealer (Dealer + Distributor)
https://licensing.poltys.com/PoltysLicense/
Login using Activation Code
Select Language
Fill Dealer Contact Info and Survey (PBX System to Install On)
Download install kits (if product not already installed)
Request License After Kits are Installed
POLTYS
CA Modules Licensing
NOTES
• All Panasonic CA must be fully licensed in order work with any of the Poltys CA Modules
• All Poltys CA Modules come with a 60 days trial license
• After the trial license expired, all CA Modules becomes grayed out
• All Poltys CA Modules licensing is seat-based
1. Click on Windows
“Start” button
2. Select “All Programs |
Poltys | CA Modules |
CA Modules Config”
4. CA Modules Configurator icon
displays in the Windows icons tray
3. Click on “Cancel” button
CA Modules Licensing
2. Select “About”
option
3. Click on “Copy to
clipboard” button to get
the Authorization Key
1. Right click on CA
Modules Configurator icon
CA Modules Licensing
Go to https://licensing.poltys.com/PoltysLicense/ using any WEB browser and login using
the Activation Code
1. Click on the language button
2. Select the language of your choice
3. Enter Activation Code
4. Click on “Enter” button
CA Modules Licensing
1. Paste the Authorization
Key from clipboard (use
CTRL+V or rightclick and
Paste)
2. Click on “Get License”
button to copy the License
Key to Window clipboard
CA Modules Licensing
Go back to CA Modules Configurator About window and load the License Key for activation.
2. Paste the License Key
from clipboard (Ctrl+V)
3. Click on “Validate” button
to activate CA Modules
1. Click on “Change” button to
load the License Key
4. Check “License Details”
to verify that appropriate
CA Modules have been
enabled
5. Click on “OK”
button
CA Modules Licensing
CA Modules that are enabled depends on Poltys License Key
Single license code is needed even for combination of CA modules.
The CA Modules
that are not
enabled are
grayed out and
inaccessible from
CA Modules GUI
Section 5
PBX CONFIGURATION
PBX Configuration
1. To use CA Modules, Panasonic Communication Assistant (CA) should be installed to each user.
Configure the PBX to use CA.
2. To use “ACD Reports” and “Outbound Dialer”, no additional equipments are required.
Only PBX ( or PBX + CA Server) and CA Clients are required.
(CA module license is required for each seat.)
3. To use “Conference Bridge” , “Appointment Reminder” and “Auto Attendant”, Poltys Appliance
(dedicated equipment) is required.
The Poltys Appliance acts as Third Party SIP extensions of the PBX.
Therefore, PBX configuration to use the Poltys Appliance as PBX extensions is required.
Refer to each module’s part for details.
Training Presentation
Poltys CA
ACD Reports Module
Benefits
Customer
• Adds historical reporting to CA
Supervisor
• Improve Call Center Performance
• Measure Service Level Objectives
• Measure Agent Performance
• Improve Customer Experience
• Monitor Simultaneously System, ACD
Groups, ACD Extensions, CO Trunks
Dealer
Increase Sales Into
• Help Desk type business ( Customer
Support, Sales, Telemarketing, Political
Surveys, etc.)
Sales Company
• Increase Sales into Help Desk type
business
TDE, NCP and NS1000 series PBX
ACD Reports Module – Presentation Content
Overview
Features
Section 1
OVERVIEW
Overview
Add-on to the CA Supervisor
Multi Language GUI
Reports
• Group
• Agent Status
Data Filter
• By Date (today, yesterday, week,
month, custom date range)
• By Agent Status
Group By Time Range (Today,
Yesterday, Month, Day in Month)
Export Report (PDF/XLS/CSV)
Print Reports
TDE, NCP and NS1000 series PBX
Use Case – PBX Mode
ed Pay
messa
ge
No
Answ
er –
Retry
CA Client
later
Inbound/Outbound
Inbound/Outbound/Intercom
Agent
Customers
Agent
Customers
CA + NCP/TDE/NS1000
Supervisor
Call Every
Entry in
the List
Call
answ
ered Pay
messa
ge
No
CA Client
Answ
er –
Retry
later
Group and
Agent Status
Reports
Call Every Entry in the List
Customers
Call answered - Pay message
No Answer – Retry later
+
Hourly/Daily/
Monthly/
Custom Dates
Export
PDF/CSV/XCEL
Print
CA Supervisor + ACD Reports Module
Use Case – CA Server
ed Pay
messa
ge
No
Answ
er –
Retry
CA Client
later
Inbound/Outbound
Inbound/Outbound/Intercom
Agent
Customers
NCP/TDE/NS1000
Agent
Customers
CA Server
Supervisor
Call Every
Entry in
the List
Call
answ
ered Pay
messa
ge
No
CA Client
Answ
er –
Retry
later
Group and Agent
Status Reports
Call Every Entry in the List
Customers
Call answered - Pay message
No Answer – Retry later
+
Hourly/Daily/
Monthly/Custom
Dates
Export
PDF/CSV/XCEL
Print
CA Supervisor + ACD Reports Module
Section 2
FEATURES
Starting the ACD Reports Module
ACD Reports Module is launched by clicking on the “ACD Report” button in CA Supervisor
2. Click on “ACD
Reports” button
1. Click on “ACD
Report” button
NOTES
If PC is closed data will not be collected
If supervisor changes group, collected data will not be usable any more
ACD Reports Module GUI Language
ACD Reports Module lets the customer to select his/ her GUI language of choice.
1. Click on “File”
menu option
2. Select
“Language”
menu option
3. Click on dropdown list button
4. Select language
5. Click on “OK”
button and restart
application
ACD Reports Module Reports
Group Report – Report based on Group Counters
Agent Status Report – Report based on Agent Status Counters
1. Click on
“Report” menu
option
2. Select the
report type to be
generated
Group Report Counters
•
•
•
•
•
•
Total Calls
Lost Calls
Overflows
Average Answer Time
Max Waiting Calls
Max Waiting Time
Agent Status Report Counters
•
•
•
•
•
Login Time
Logout Time
Not Ready Time (Break)
Busy Time
Working After Call Time (Wrapup)
Note: ACD Reports Module works only if CA Supervisor is supervisor only for one ICD Group.
ACD Reports Module Filter
Filters – Adds additional filtering criteria to be applied to the report generation
1. Click on “Filter”
menu option
2. Select the time
range the data will
be filtered by
EXAMPLE
Agent Status Report – For each Agent:
Select Filter
“This Month”
Select Report
“Agent Status”
•
•
•
•
•
Login Time for this month
Logout Time for this month
Not Ready Time (Break) – for this month
Busy Time – for this month
Working After Call Time (Wrap-up) for this month
ACD Reports Module Group By
Group By – How the information in the report will be grouped
1. Click on “Group
By” menu option.
2. Select the time
range the data will
be grouped by.
Agent Status Report – For each Agent:
EXAMPLE
•
•
Select Filter
“Yesterday”
and Group By
“Hour”
Select Report
“Agent Status”
•
•
•
Login Time for yesterday divided in one hour subgroups
Logout Time for yesterday divided in one hour
subgroups
Not Ready Time (Break) – for yesterday divided in one
hour subgroups
Busy Time – for yesterday divided in one hour
subgroups
Working After Call Time (Wrap-up) for yesterday divided
in one hour subgroups
ACD Reports Module Export
ACD Reports Module reports can be exported in PDF, XLS and CSV formats
1. Click on “Export”
menu option
3. Click on “OK”
button
2. Select the file
format the report
data will exported
to
5. Click on “Save”
button
4. Enter file name
ACD Reports Module Print
ACD Reports Module Printing
• Quick Print – Prints the report to the default installed printer
• Print – Opens the standard printer selection/properties menu
1. Click on “Print”
menu option
2. You can either
“Quick Print” or
“Print” the current
report
Training Presentation
Poltys CA
Appointment Reminder Module
Benefits
Customer
•
•
•
•
Minimizes Cancellations
Reduces no-shows
Saves The Time of the Staff
Improves Customer Satisfaction
Dealer
Increase Sales Into
• Doctor/Dentist Offices
• Any Service Business Appointment
Confirmation
• Emergency Notification
• Schools to Parents Notifications
Sales Company
• Penetrate new vertical markets and be
able to better compete (Medical,
Education, Service business companies
TDE, NCP and NS1000 series PBX
Appt Reminder Module – Presentation Content
Configuration
Overview
Features
TDE, NCP and NS1000 series PBX
Chapter 1
OVERVIEW
Overview
Works with CA
PRO/Supervisor/Console
Multi Language GUI
Multi Language Reminder
Messages
Uses Text to Speech Technology
embedded in the MS Server
2008/2011
Preinstalled on Poltys Appliance
Appointment list can be filled by
user or imported from CSV file
Online Status while running
TDE, NCP and NS1000 series PBX
Use Case – PBX mode
Automatically Call Customers and play Reminder Message
Call Every Entry in the List
Call answered- Pay message
No Answer – Retry later
Customers
CA + TDE/NCP/NS1000
Customers
SIP
Call every customer in the List
Poltys Appointment
Reminder Appliance
Customers
Poltys Appliance acts as
3'rd party SIP Extensions
If Call Answered - Play message
If No Answer – Retry later
CSTA
Use Case – CA Server mode
Automatically Call Customers and play Reminder Message
Call Every Entry in the List
Customers
Call answered- Pay message
No Answer – Retry later
NCP/TDE/NS1000
Customers
SIP
CA Server
Call every customer in the List
Poltys Appointment
Reminder Appliance
Customers
Poltys Appliance acts as
3'rd party SIP Extensions
If Call Answered - Play message
If No Answer – Retry later
CSTA
Appliance
Poltys Appliance
•
•
•
CA Appointment Reminder Module comes preinstalled and preconfigured server on Poltys
Appliance
Benefit for End User – Easy to support remotely, easy to replace
Benefit for Dealer – Easy to install, configure and connect to Panasonic PBX
Appliance
Micro
Chassis
Specifications
Ports
Intel D2700MUD 2.13 GHz Dual Core Atom D2700, 2GB
RAM, 60GB SSD Drive
•
•
•
Low profile
1U, 19”
Rackmount
Sample Images
Appliance dimensions: 9” x 8” x 2.5”
Packed: 13” x 11” x 4.5 “
Packed Weight: 6lb
Max 4 SIP Ports
Quad Core 3.2 GHz I7, 4GB RAM, 250GB enterprise level
HDD, X8STi Supermicro motherboard, Low profile 1U,
19” rack mount chassis
•
•
•
Appliance dimensions: 19” x 15” x 3.5”
Packed: 22” x 19” x 7 “
Packed Weight: 16lb
Poltys Appliance acts as
3'rd party SIP Extensions
Max 48 SIP Ports
CSTA
Section 2
CONFIGURATION
Configure The Poltys Appliance
Poltys Appliance comes with Appointment Reminder Server preinstalled
Connect devices to appliance as shown below
Power up appliance
Login using MS Windows user credentials provided by Poltys
USB
Keyboard/Mouse
LAN Switch
(same network as
the PBX)
Configure The Poltys Appliance
Poltys Appliance comes configured for DHCP server operation
Find out the network IP address of the Poltys Appliance and write it down for further reference
1. Right click on the network
icon in the Windows icon tray
and select “Open Network and
Sharing Center” option on
Poltys Appliance
2. Select “Local Area
Connection”
3. Click on “Details”
button
4. Write down the IP Address
for further reference
Configure The Poltys Appliance
Start Appointment Reminder Config application from the Windows desktop of Poltys Appliance
Double click on the
Appointment
Reminder Config icon
on the Windows
desktop of Poltys
Appliance
Configure the SIP Ports in the Poltys Appliance
Appointment Reminder appliance connects to Panasonic PBX via a compact set of SIP Extensions
Configure the first extension and the number of extensions to be used by Appointment Reminder
Set Call Parameters
Retry Count - number of tries if no answer until giving up
Retry time – minutes between retries
Trunk Selection Prefix – Prefix to get to an external line through the PBX
5. Click on “Apply” button for
changes to take effect
1. Set the PBX IP address
2. Set the local IP address of
Poltys Appliance
3. Set the first extension and
the number of extensions in
range
4. Set the call parameters
Start the Appt Reminder Server
Start the Appointment Reminder Server on Poltys Appliance
Click on “Start”
button
Configuring Panasonic IP-PBX
Configuring Panasonic PBX
Appointment Reminder appliance connects to Panasonic PBX via a compact range of Third party SIP Extensions.
Configure the SIP extensions range to be used with Appointment Reminder using Panasonic Maintenance Console.
(1) Install the virtual card for Poltys appliance (Third Party SIP Extensions)
Select “V-SIPEXT32” card on Web-MC. (Setup -> PBX Configuration -> 1.1 Slot -> Virtual menu)
1. Select V-SIPEXT32
2. Specify the number of cards
to be used.
Configuring Panasonic IP-PBX
(2) Select a Registration mode for Poltys appliance (Third Party SIP Extensions)
Select “Manual Mode” on Web-MC.
(Setup -> PBX Configuration -> 1.1 Slot -> Site Property -> Main Tab )
1. Select Manual
Configuring Panasonic IP-PBX
(3) Configure the extension settings.
“Match the Extension Number and the Password” on Web-MC.
(Setup -> PBX Configuration -> 1.1 Slot -> Port Property of the corresponding V-SIPEXT32 card )
1. Configure a
compact range of
SIP extensions.
The Password should be
1234
2. Click on “Apply”
button for changes
to take effect.
Configuring Panasonic IP-PBX
(4) Register the Poltys Appliance to the PBX.
Only connect the Poltys Appliance to the same network with the PBX.
1. Check that the IP address matches
the Poltys Appliance one.
(5) Outgoing Calls settings
Allow the SIP extensions to make outbound calls.
Section 3
FEATURES
Start the Appt Reminder Application
Start by clicking on the “ACD Report” button in CA Supervisor or CA Pro
2. Click on
“Appointment
Reminder” button
1. Click on “ACD
Report” button
Appt Reminder GUI Language Selection
Select the GUI Language
1. Click on “File”
menu option
2. Select
“Language”
menu option
3. Click on dropdown list button
4. Select language
5. Click on “OK”
button and restart
application
Connect CA Module to Appt Reminder Appliance
CA Appointment Reminder Module must be connected to the Poltys Appliance
1. Click on “Settings”
menu option.
2. Select “Database
location” menu option.
3. Set the IP address of
the Poltys Appliance.
4. Click on “Save”
button.
Appt Reminder - Fill in Customer List Manually
Customer list can be filled manually in the GUI or imported from a CSV file (next slide)
2. A new blank
item is added to
the list
3. Fill in “Phone Number”,
“Name”, “Message”,
“Language”, Schedule Date”,
“Remind # hours before”, ”Start
time” and “End time”
5. Click on “Apply” button for
changes to take effect
1. Click on “Add”
button
4. Repeat adding new items
to the list as needed
Appt Reminder – Import Customer List
Import Customer List from CSV file
2. Click on
browse button.
5. Check option if the
CSV file contains
header as first line.
3. Select file to be
imported.
1. Click on File >Import button.
4. Click on “Open”
button.
6. Click on
“Import” button.
Appt Reminder – CSV File Format
Optional header
line in CSV file.
1. Fill in the
“Phone Number”
to be called
3. Set “Call State”
to NOT_CALLED
for all items
2. Fill in the
customer
“Name”
5. Set “Language”
to specific
language to be
used by Text-toSpeech engine
4. Enter the
message to be
played to
customer using
Text-to-Speech
engine
7. Set “Schedule
Date” to specific
date the
appointment will
occur.
6. Set “Retries” to
0 for all items
9. Set “Start time” and
“Stop time” to specific
working hours interval you
want to have the
appointment announced.
8. Set “Remind #
of hours before”
to the value of
hours you want
to be reminded
ahead of
scheduled date
Appt Reminder – CSV File Format
Fields
•
•
•
•
•
•
•
•
Phone Number – The phone number used for outbound calling
Name - The name of the person to be called
Message – The text that will be played to the destination using Text-to-Speech engine
Language – Instructs what language is used while playing the reminder message.
Scheduled Date: the time and date the appointment is supposed to happen.
Remind #of hours before: with how many hours, the user will be reminded (48 hours, 24 hours
and so on)
Start hour: specific time from which the appointment reminder can be played to the customer
Stop hour: specific time to which the appointment reminder can be played to the customer
Languages available for Text-to-Speech engine
•
•
•
•
•
•
•
English
French (CA)
French
German
Spanish
Italian
English (UK)
Appt Reminder – Start/Stop Calls
By default, the service is on Started State.
Stop by pushing “Stop service”
Start by pushing the “Start service” button
Only calls with Call State set to NOT_CALLED , NO_ANSWER and Retries less then Max Retry are processed
1. Start calling
process
2. Stop calling
process
Appt Reminder Call Flow
Main Script Call Flow Diagram
Call Customer Flow Diagram
Appt Reminder Call Log
Call Logs can be retrieved from Poltys Appliance only
Connect Monitor/Mouse/Keyboard to the appliance
Login into the MS Windows
USB
Keyboard/Mouse
Appt Reminder Call Log
Start the Appointment Reminder Config Application from the Poltys Appliance desktop
Select “Call Log/Export” and then text or CSV
2. Click on the “Call
Log” tab
1. Double click on the
Appointment
Reminder Config icon
on the Windows
desktop
3. Click on “Export”
button to save
information in CSV or
TXT format
Training Presentation
Poltys CA
Outbound Dialer Module
Benefits
Benefits to Customer
• Significantly improve productivity
• Agents spend more time talking than
dialing
• Enhance customer service and
increase customer satisfaction
• Speeds up response times
• Increase productivity, reduce costs
Benefits to Dealer
Increase sales into
• Collections Agencies, Patient CheckUp, Appointment Confirmation, Lead
Generating, Telemarketing, Political
Campaigns
Benefits to Sales Company
• Enhance the CA functionality with a
new productivity feature that allows
penetration in vertical markets
TDE, NCP and NS1000 series PBX
Outbound Dialer Module – Presentation Content
Overview
Features
TDE, NCP and NS1000 series PBX
Chapter 1
OVERVIEW
Overview
Works with CA PRO/
Supervisor/Console
Multi Language GUI
Automatically places calls to a
predefined list of phone numbers
from the CA user phone and
presented with popup screen for
notes when call is answered
Agents write down call notes
Call list can be filled by user or
imported from CSV file
Agents can share the Call List
Use Case – PBX mode
Automatically call customers in list using the agent phone when the agent status is
“available”
Call Every
Entry in
the List
Customers
Agent
CA + TDE/NCP/NS1000
Customers
Call Every Entry in the List
Call answered- Pay message
No Answer – Retry later
Customers
Call
answ
ered Pay
messa
ge
No
CA Client
Answ
er –
Outbound
Retry
Dialer
Module
later
Call every customer in the List
When the Call is Answered
pop up screen for notes
Agent writes call notes
Use Case – CA Server
Automatically call customers in list using the agent phone when the agent status is
“available”
Call Every
Entry in
the List
Customers
NCP/TDE/NS1000
Agent
Customers
Call
answ
ered Pay
messa
ge
No
CA Client
Answ
er –
Outbound
Retry
Dialer
Module
later
CA Server
Call every customer in the List
When the Call is Answered
pop up screen for notes
Call Every Entry in the List
Customers
Call answered- Pay message
No Answer – Retry later
Agent writes call notes
Section 2
FEATURES
Start the Outbound Dialer Module
Outbound Dialer Module is launched by clicking on “ACD Report” button in CA Supervisor or CA Pro.
2. Click on “Outbound
Dialer” button.
1. Click on “ACD
Report” button.
Select Outbound Dialer GUI Language
Select the GUI language
1. Click on “File”
menu option.
2. Select
“Language”
menu option.
3. Click on dropdown list button.
4. Select language.
5. Click on “OK”
button and restart
application.
Outbound Dialer Module Call Parameters
Configure Call Parameters
Maximum number of retries before giving up
Time interval between retries
Outbound prefix string if needed
No answer timeout – how long to call before deciding there is no answer
1. Click on
“Settings” menu
option.
2. Select
“Settings” menu
option.
3. Configure call
parameters.
4. Click on “OK”
button.
Outbound Dialer Module – Manual Call List
Outbound Dialer Module lets the agents fill in the destination recipients list manually or import it
from a CSV file (next slide)
4. Make sure that
“Call Status” is set
to NOT_CALLED.
2. A new blank
item is added to
the list.
3. Fill in “Phone
No” and “Call
Time”.
6. Click on “Apply”
button for changes
to take effect.
1. Click on “Add”
button.
5. Repeat adding new items
to the list as needed.
Outbound Dialer Module – Import Call List
Outbound Dialer Module lets the customer to fill in the destination recipients by importing call list.
2. Click on
browse button.
5. Check option if the
CSV file contains
header as first line.
3. Select file to be
imported.
1. Click on
“Import Call List”
button.
7. Click on “Apply”
button for changes to
take effect.
4. Click on
“Open” button.
6. Click on
“Import” button.
Outbound Dialer Module – CSV File Format
Optional header
line in CSV file.
1. Fill in the
“Phone Number”
to be called
2. Set “Call Status” to
NOT_CALLED for all
items
4. Set “Retry
Count” to 0 for all
items
Start/Stop Outbound Dialer
Start Outbound Dialer by pressing the “Start outbound calls”
Stop Outbound Dialer by pressing the “Stop outbound calls”
Once the Outbound Dialer is started, the items in outbound call list with Call Status set to NOT_CALLED
or NO_ANSWER and Retries less then Max Retry are processed
1. Start calls.
2. Stop calls.
Outbound Dialer Module Call Notes
After the call was answered, Outbound Dialer Module displays a pop-up window that lets the Agent
to modify either “Call Status”/ “Notes 1”/ “Notes 2”/ “Notes 3” fields
1. Call got
connected.
Outbound Dialer Module Manual Dial
Stop Outbound Dialer by pressing “Stop outbound calls”
Press “Dial next call” button
• The first number in the list that has Call Status set to NOT_CALLED or NO_ANSWER and Retries less then Max
Retries is called
• If the call is marked with NO_ANSWER , the call is automatically redialed after Retry Time
1. Click on “Stop
outbound calls”
button to make
sure that the calling
process is stopped.
2. Click on “Dial
next call” button to
place calls one by
one.
Outbound Dialer Module Sharing The Call List
Agents can share the outbound call list between them
In this case, they need connect to a remote Outbound Dialer database as shown below
1. Click on “Settings”
menu option.
2. Select “Database
location” menu
option.
3. Enter the IP
Address of the
database that it’s
shared.
Make sure that the PC that shares its database with
other Agents has the MS SQL Server Dynamic Port
opened in the Firewall.
4. Click on “Save”
button.
Training Presentation
Poltys CA
Auto Attendant Module
Benefits
Offload a large amount of
operator-assisted calls and
maintain a high level of customer
satisfaction and retention
Reduce their overall operating
costs
Efficient Call Routing
Eliminates Missed Calls
Increase in Service Efficiency
Scalability, scales up easily
Improves Customer Satisfaction
Available 24/7, no over-time pay
TDE, NCP and NS1000 series PBX
Auto Attendant Module – Presentation Content
Configuration
Features
Overview
TDE, NCP and NS1000 series PBX
Chapter 1
OVERVIEW
Overview
Works with CA
PRO/Supervisor/Console
Multi Language GUI
Multi Language Voice Prompts
and Voice Recognition
Uses ASR (Automatic Speech
Recognition) and TTS (text to
Speech) embedded in the MS
Server 2008/2011
Preinstalled on Poltys Appliance
Connects the caller to the
intended recipient by speaking
the name or by entering the
extension number
TDE, NCP and NS1000 series PBX
Use Case – PBX mode
Automatically Answer Calls, Recognize Name, Transfer to Extension or Voice Mail
Inbound Calls
Agent
ed Pay
messa
ge
No
Answ
er –
Retry
CA Client
later
Customers
CA Client
Agent
CA + TDE/NCP/NS1000
Customers
Call Every
Entry in
the List
Answer All Calls
SIP
Play Custom Greeting Message(s)
Recognize Name or dialed extension
Poltys Auto Attendant
Appliance
Customers
Poltys Appliance acts as
3'rd party SIP Extensions
Transfer Call to appropriate extension
or Voice Mail
CSTA
Use Case – CA Server
Automatically Answer Calls, Recognize Name, Transfer to Extension or Voice Mail
Inbound Calls
Agent
ed Pay
messa
ge
No
Answ
er –
Retry
CA Client
later
Call
answ
ered Pay
messa
CA Client
ge
No
Customers
NCP/TDE/NS1000
Agent
Customers
Answer All Calls
SIP
CA Server
Customers
Call Every
Entry in
the List
Play Custom Greeting Message(s)
Recognize Name or dialed extension
Poltys Auto Attendant
Appliance
Poltys Appliance acts as
3'rd party SIP Extensions
Transfer Call to appropriate extension
or Voice Mail
CSTA
Appliance
Poltys Appliance
•
•
•
CA Auto Attendant Module comes preinstalled and preconfigured on the Poltys Appliance
Benefit for End User – Easy to support remotely, easy to replace
Benefit for Dealer – Easy to install, configure and connect to Panasonic PBX
Appliance
Micro
Chassis
Specifications
Ports
Intel D2700MUD 2.13 GHz Dual Core Atom D2700, 2GB
RAM, 60GB SSD Drive
•
•
•
Low profile
1U, 19”
Rackmount
Sample Images
Appliance dimensions: 9” x 8” x 2.5”
Packed: 13” x 11” x 4.5 “
Packed Weight: 6lb
Max 4 SIP Ports
Quad Core 3.2 GHz I7, 4GB RAM, 250GB enterprise level
HDD, X8STi Supermicro motherboard, Low profile 1U,
19” rack mount chassis
•
•
•
Appliance dimensions: 19” x 15” x 3.5”
Packed: 22” x 19” x 7 “
Packed Weight: 16lb
Poltys Appliance acts as
3'rd party SIP Extensions
Max 48 SIP Ports
CSTA
Section 2
CONFIGURATION
Configure The Poltys Appliance
Poltys appliance comes with Auto Attendant Server preinstalled
Connect devices to appliance as shown below
Power up appliance, Login using MS Windows
USB
Keyboard/Mouse
LAN Switch
(same network as
the PBX)
Configure The Poltys Appliance
Poltys Appliance comes configured for DHCP server operation
Find out the network IP address of the appliance and write it down for further reference
1. Right click on the network
icon in the Windows icon tray
and select “Open Network and
Sharing Center” option on
Poltys Appliance
2. Select “Local Area
Connection”
3. Click on “Details”
button
4. Write down the IP Address
for further reference
Configure The Poltys Appliance
From the appliance desktop start the Auto Attendant Config application
First
language
settings
1. Double click on the
Auto Attendant Config
icon on the Windows
desktop of Poltys
Appliance.
Second
language
settings
CA Auto Attendant Module supports up to
two languages simultaneously
Configure The Poltys Appliance
The Poltys Appliance connects to Panasonic PBX over a compact range of SIP extensions
Configure the first extension and the number of extensions to be used by Auto Attendant
Modify the Default Call Parameters (Retry Count and Timeout) if desired
Modify Default Languages and the default prompts if desired
7. Click on “Apply” button for
changes to take effect.
1. Set the PBX IP address.
2. Set the local IP address of
Poltys Appliance.
3. Set the first extension and
the number of extensions in
range.
4. Set the call parameters.
5. Modify English prompts.
6. Modify French prompts.
Languages available for
Text-to-Speech engine
•
•
•
•
•
•
•
English
French (CA)
French
German
Spanish
Italian
English (UK)
Manually Configure Call Transfer Extensions
Add Agents to transfer calls to Manually or by importing from list (next slide)
3. Fill in “First Name”,
“Last Name” fields.
4. Fill in “Digit” shortcut
key if needed.
6. Click on “Apply” button for
changes to take effect.
2. Fill in “Phone Number”
field.
5. Fill in “Language”
field that will be used
by Speech Recognition
engine.
1. Click on “Add” button as
many times as needed.
“Digit” is a touchtone
shortcut key that allows the
caller to get quickly
transferred to person/ group
Import Call Transfer Extensions List
Add Agents to transfer calls to by importing from list (CSV file)
3. Select CSV file.
1. Click on “Import”
button.
4. Click on “Open”
button.
2. Select “CSV
files” option.
Call Transfer List File Format
CSV file format
CSV file
header.
Languages available for
Speech Recognition engine
•
•
•
•
•
•
•
1. Fill in the
“Phone
Number” to
be recognized
2. Fill in the
“First Name”
field to be
recognized
3. Fill in the
“Last Name”
field to be
recognized
4. Fill in the
“Digit”
shortcut key
5. Fill in the
“Language” to
be used by
Speech
Recognition
English
French (CA)
French
German
Spanish
Italian
English (UK)
Start the Auto Attendant Server
Start Auto Attendant Server by pushing the “START” button
1. Click on
“Start” button
Configuring Panasonic IP-PBX
Configuring Panasonic PBX
Auto Attendant appliance connects to Panasonic PBX via a compact range of Third party SIP Extensions.
Configure the SIP extensions range to be used with Auto Attendant using Panasonic Maintenance Console.
(1) Install the virtual card for Poltys appliance (Third Party SIP Extensions)
Select “V-SIPEXT32” card on Web-MC. (Setup -> PBX Configuration -> 1.1 Slot -> Virtual menu)
1. Select V-SIPEXT32
2. Specify the number of cards
to be used.
Configuring Panasonic IP-PBX
(2) Select a Registration mode for Poltys appliance (Third Party SIP Extensions)
Select “Manual Mode” on Web-MC.
(Setup -> PBX Configuration -> 1.1 Slot -> Site Property -> Main Tab )
1. Select Manual
Configuring Panasonic IP-PBX
(3) Configure the extension settings.
“Match the Extension Number and the Password” on Web-MC.
(Setup -> PBX Configuration -> 1.1 Slot -> Port Property of the corresponding V-SIPEXT32 card )
1. Configure a
compact range of
SIP extensions.
The Password should be
1234
2. Click on “Apply”
button for changes
to take effect.
Configuring Panasonic IP-PBX
(4) Register the Poltys Appliance to the PBX.
Only connect the Poltys Appliance to the same network with the PBX.
1. Check that the IP address matches
the Poltys Appliance one.
(5) Outgoing Calls settings
Allow the SIP extensions to make outbound calls.
Configuring Panasonic IP-PBX
(6) Incoming Call Distribution Group Settings
To use “Auto Attendant”, group the SIP extensions (Poltys Appliance) into an ICD Group.
(Setup -> PBX Configuration -> 3.5.1 Group Settings )
Then, set the FEN of the ICD group as the destination for Auto Attendant Calls.
1. Create Incoming
Call Distribution
Group for Auto
Attendant.
3. Add member list.
2. Set the
Distribution
Method to “Priority
Hunting” or “UCD”.
Auto Attendant does not
work if the Distribution
Method is set to “Ring”.
Section 3
FEATURES
Starting the Auto Attendant Module
Auto Attendant Module is launched by clicking on “ACD Report” button in CA Supervisor or CA Pro.
1. Click on “ACD
Report” button
2. Click on “Auto
Attendant” button
Auto Attendant Call Flow
Main Script Call Flow Diagram
Transfer to Destination Flow Diagram
Select Auto Attendant GUI Language
Auto Attendant Module lets the customer to select his/ her GUI language of choice.
1. Click on “File”
menu option
2. Select
“Language”
menu option
3. Click on dropdown list buttn.
4. Select language
5. Click on “OK”
button and restart
application
Connect CA Module to Auto Attendant Appliance
CA Auto Attedant Module must be connected to the Poltys Appliance
1. Click on “Settings”
menu option.
2. Select “Database
location” menu option.
3. Set the IP address of
the Poltys Appliance.
4. Click on “Save”
button.
Auto Attendant Module Features
The Auto Attendant actions base on presence states can be enabled/ disabled for the current CA user
1. Toggle ON/ OFF Auto
Attendant actions
Auto Attendant Module Features
Customer can add presence states, greetings in specific language, and actions depending on the CA
presence states. The customer can transfer the incoming call to voicemail, cell phones, other
extension, etc.
Enter phone numbers first
2. Enter the phone numbers for
that will be used at transfer
actions.
1. Click on “Edit
Phones” button.
5. Click on
“Apply” button.
3. You can add as many
phones you need.
4. Click on
“Apply” button.
Auto Attendant Module Features
Add presence states, language, greeting, and actions to be performed as you need
2. Select the action you
want to perform when
CA Presence state fits
“User State” field
2. Select the CA
Presence state, you
want to add actions to
2. Select the
“Language” used by
Text-to-Speech engine
1. Click on “Add”
button. A new
empty item is
added to the list
2. Enter the personal
greeting that will be played
using the selected
“Language” when CA
Presence state fits “User
State” field
3. Click on
“Apply” button.
Languages available for
Text-to-Speech engine
•
•
•
•
•
•
•
English
French (CA)
French
German
Spanish
Italian
English (UK)
Auto Attendant Module Features
Auto Attendant allows the customer to record Caller IDs of the incoming calls while CA has a specific
Presence state when associated “Action” is set to disconnect. Example:
1. Enable
Callback.
4. Click on
“Apply” button.
5. Set presence
state to “Gone
Home”.
2. Set User
State to “Gone
Home”.
3. Set Action to
“Disconnect”.
6. Click on “Show Callback” to view all Caller IDs
registered while in “Gone Home” state. You can
double click on any item in the list to call back
the customer.

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