Hermes.net - CREATING AND MAINTAINING IVR MODULE

Report
The Social Contact Center Company
HERMES.NET TRAINING
www.vocalcom.com
IVR Creation and Maintenance
www.vocalcom.com
HERMES.NET Training – IVR Creation and Maintenance
Level: Introduction
Know how to create a
simple IVR in Hermes.Net
and connect it to a
campaign
OVERVIEW OF THE TRAINING
Duration: 3 hours
Prerequisites: operational client
site or demonstration
environment
Validation: knowledge check
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A
CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
About this course
This course comprises:
Objectives
 A self-training course
At the end of this course, you will be able to
perform the following tasks:
 Practical advice on identifying the
possible causes of errors in
setting parameters or actions
taken and knowing the corrective
actions to take
 In the Interface Designer Module – IVR:
 Choose, connect and configure
commands
 Use the basic menus
 Generate the IVR
 Exercises at the end of each
sequence to check what has been
learned
 in the Administration module:
 Connect the IVR to an existing campaign
 A knowledge test, suggested at
the end of the course, to enable
you to identify your strong points
and points to improve
1
Steps, functioning and interface for creating an IVR in
HERMES.NET
Teaching objectives
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND
INTERFACE
•
Know the steps for creating an IVR and the module to be
used for each step (Administration or Interface Designer)
•
IVR functioning principles: features, relationship to inbound
campaigns and telephony
•
Know how to interact with the Interface Designer module IVR: interface, functioning principles
•
Know the main commands of the Interface Designer module –
IVR
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A
CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
2
The steps in creating an IVR
1
In advance, sketch out the scenario : number of
steps, tree structure, commands and texts
2
Create the necessary commands and organize
them according to the desired scenario
3
Configure and record each command
4
Associate the sound files (.wav) to the objects
that use them
4
Generate in production
5
Open the inbound campaign to which the IVR
must be associated
6
Enter the IVR number as an IVR script
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A
CAMPAIGN
Module
Interface
Designer
IVR
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
Administrati
on module
3
IVR functioning principle (1/2)
•
The Hermes.Net script editor enables you to construct your own
IVRs, from the simplest to the most complex. All expected
functions of an IVR are available:
–
–
–
–
–
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A
CAMPAIGN
–
–
–
–
–
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
Verification of call dates and times
Conditional tree structure
Replay of recorded messages
DTMF menu
DTMF input according to your parameters (entered by the caller on
his/her keypad)
Vocal summary
Connection to the databases
Statistics
Supervision
Etc.
•
A tracking mode enables you to check your scripts in real time
and make changes before starting them in production
•
The generated IVR scripts can be monitored in the Supervision and
Reports modules: track user traffic and their navigation
4
IVR functioning principle (2/2)
•
The basic IVR functions are the following:
–
–
OVERVIEW OF THE TRAINING
–
Message suggesting to call back for a call outside service hours
Use of a DTMF input to qualify the call and direct it, via the campaign
and queue, to the agent with the right skills
Take messages based on predefined situations
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A
CAMPAIGN
•
Example of the relationship
between IVR and telephony:
Inbound phone
number
"FIRST AID" METHODS
DID
(Root)
TESTING YOUR KNOWLEDGE
Campaign – Incoming Media
Optional IVR  Qualification A or B
Queue
A
B
5
Interface Designer Module – IVR:
Interface
•
•
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A
CAMPAIGN
•
•
•
•
Workspace (1): where commands (2) open and must be connected
Menus (3): the various actions in the editor (save, generate, manage functions,
edit commands, open tools (e.g. tracker) etc.)
Record button (4) to save the configuration at each step
Command currently selected (5) to be renamed
List of commands (6): lists all commands that can be added – functions by
command categories, the list of which opens when clicking the category title
Parameters of the currently selected command (7): configures the command in
progress – varies according to the command (info to record, sound file to
connect, number of DTMF outputs, choice of ending strategy, etc.)
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
6
Interface Designer Module – IVR:
Functioning principles
•
–
–
–
–
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A
CAMPAIGN
Like the Action Builder used for Scripts, using this module consists
in:
•
Organizing commands (instead of actions) by linking their connectors
Configuring each command and, if necessary, associating sound files
Recording the configuration progressively
Once the configuration is satisfactory, generating in production
Connecting commands
–
In the commands list, select
and click the one you wish to add.
It appears in the workspace
–
Move the new command
while holding down the mouse button
until the connectors are green
–
Release the mouse button – the commands
position themselves and the connectors turn gray.
You can now move a command
without breaking the link. To break a link,
double-click the connector
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
7
Interface Designer Module – IVR:
Command principles (1/3)
Category
Command
name
Jump
Command visual
Command function
Continue the IVR script to another script
command in progress
OVERVIEW OF THE TRAINING
• Check time ranges in the week: 3 time ranges
for one or more days of the week
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
Tests &
Jumps
Check time
range
• To configure a centre’s service, use the
“Check openings” command to combine with
the campaign planning configuration in the
Administration module
Conditional
test
Test variable and redirect the script to a
command based on the test result
CONNECTING AN IVR TO A
CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
Marker
Reporting
Place markers in the script which will make it
possible to track the client inside the IVR (via
Supervision) and to display navigation
statistics (in Reports)
Add
comments
Note a comment, for example on tasks still to
be done (useful for completing the
configuration)
Comment
s&
Debug
The configuration of underlined commands is detailed later in the document
8
Interface Designer Module – IVR:
Command principles (2/3)
Category
Command
name
Command visual
Command function
• Recover the opening hours from a DID
Check
openings
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
Human
Resources
&
Campaign
Set a profile
CONNECTING AN IVR TO A
CAMPAIGN
Connected
agents
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
Play a .wav
file
Messages
&
IVR menu
Interactive
menu
• If the inbound campaign on the DID entered is
open, the call is directed to the output on the
right, otherwise to the output on the left
• Assign a required skill to the call which takes
the branch where the command is located
• All skills created (in the Administration module)
for the site campaigns are accessible
Know whether agents are available on the queue
for this campaign (Online and/or Ready)
• Read the audio file
• Format required: .wav / CCIT Alaw 8 bit 8 k
Mono
• Create a vocal scenario with the caller is asked
to indicate his/her choice by pressing a key
• Requires 3 audio messages:
1/ Welcome message giving the options
2/ Invalid entry message
3/ Elapsed time message
• The number of options and the option keys can
be configured
The configuration of underlined commands is detailed later in the document
9
Interface Designer Module – IVR:
Command principles (3/3)
Category
Command
name
Command visual
Command function
• Give the caller a double-entry option
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
Confirmation
Messages
&
IVR menu
(cont.)
• An audio file states the 2 DTMF keys
(configurable) that correspond to the two
possible options
DTMF input
Record the caller’s entry of one or more
DTMFs and save them in a global variable
Ending
strategy
• Define the actions to perform when the
scenario is completed
• Possible choices:
- Disconnection
- Call Queueing
- DID Redirection
- Outsourcing
CONNECTING AN IVR TO A
CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
Other IVR
functions
Voice Mail
Record a client’s audio message
The configuration of underlined commands is detailed later in the document
10
Creating an IVR in the HERMES.NET Interface Designer
module
Teaching objectives
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND
INTERFACE
•
Know how to configure and generate a basic IVR
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A
CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
11
Creating a new IVR or opening an existing IVR
•
Open the Interface Designer module
•
To create a new script, click the “Create a new script” tab
–
–
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND
INTERFACE
–
Enter the name of the new script
From the pop-up list, select the group in which to create this script and
enter a description (optional)
Click the “IVR script” icon – the editor then opens
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A
CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
•
To reuse an existing script, click the “Display Script List” tab
–
–
To open a script, double-click the icon (1) or click (2)
To duplicate a script, click (3)
12
Creating and configuring a "Check openings"
•
Open the HR & Campaign group and click the command
–
OVERVIEW OF THE TRAINING
•
It appears in the workspace, connect it to the preceding command
Parameters to set:
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A
CAMPAIGN
–
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
•
Choose the reference DID:
• If you leave it empty, the system will look in the campaign
planning to which the IVR is connected
• Enter a DID number to test the planning of another campaign
Save the command
13
Creating and configuring a "Play a .wav file"
command
•
Open the "Messages and IVR Menu" group and click the command
–
•
It appears in the workspace, connect it to the preceding command
Parameters to set:
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A
CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
–
Associate a sound file to the command (in .wav format)
• Click the file icon (1) to open a pop-up window to look for files on your
computer's hard drive – select the desired file
• Click the green arrow (2) to place the filename in the parameters (3)
• Once you have selected a sound file, it is placed in the pop-up list (4) and you
will not have to open the pop-up window again
•
Rename and save the command
14
Creating and configuring an "Interactive menu"
command
•
Open the "Messages and IVR Menu" group and click the command
–
•
It appears in the workspace, connect it to the preceding command
Parameters to set:
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A
CAMPAIGN
–
"FIRST AID" METHODS
Associate 3 sound files to the command (see previous page):
(1) Welcome message giving the options
(2) Invalid entry message
(3) Elapsed time message
TESTING YOUR KNOWLEDGE
–
Create (4) and configure (5) the number of the content of the DTMF
inputs, as stated in your message (1)
• The same number of connectors as choices created appear on the command
in the workspace; they are placed over the corresponding DTMF options
• You can then link to these connectors, depending on the caller's options, the
successive commands on your IVR’s tree structure
–
•
Configure the number of tries and maximum input time (6)
Rename and save the command
15
Creating and configuring a "Jump" command
•
Open the "Test & Jump" group and click the command
–
•
Parameters to set:
–
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A
CAMPAIGN
•
It appears in the workspace, connect it to the preceding command
None: simply allow the IVR script to continue to another script command
in progress
Link the right-hand connector to the destination connector – for
example:
– To link to a branch on the IVR
–
To make a loop
after an audio message:
tree structure, by jumping the
“Set a profile”
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
16
Creating and configuring a "Marker Reporting"
command
•
Open the "Comments & Debug" group and click the command
–
OVERVIEW OF THE TRAINING
•
It appears in the workspace, connect it to the preceding command
Parameters to set:
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A
CAMPAIGN
–
"FIRST AID" METHODS
Enter the name of the information to record that will be:
• Displayed in Supervision when the client selects this command
TESTING YOUR KNOWLEDGE
• Compiled in Reports
•
Record the command and continue the IVR configuration
17
Creating and configuring a "Set a profile" command
•
Open the HR & Campaign group and click the command
–
•
It appears in the workspace, connect it to the preceding command
Parameters to set:
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A
CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
–
From the list, select one or more of the skills required to process the
call and indicate the required level (between 0 and 9)
• Once in a queue, a call that has arrived via this branch will be “marked” with
the selected skill level and only an agent with a sufficient level will be able
to process the call
• All skills created (in the Administration module) for the site campaigns are
accessible
•
Rename and save the command
18
Creating and configuring a "Ending strategy"
command
•
Open the "Other IVR Functions" group and click the command
–
OVERVIEW OF THE TRAINING
•
It appears in the workspace, connect it to the preceding command
Parameters to set:
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A
CAMPAIGN
–
"FIRST AID" METHODS
Select the type of ending desired, i.e. the type of IVR ending:
• Disconnection  no parameters set
TESTING YOUR KNOWLEDGE
• Call Queueing  if necessary, indicate the specific queue number (if empty,
return to the campaign queue)/you can also configure a second priority, as
well as data or a memo that can be recovered in a script screen
• DID Redirection  indicate the DID number
• Outsourcing  indicate the phone number
•
Save the command
19
Generating the IVR (1/2)
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A
CAMPAIGN
•
Once the configuration is completed, generate the IVR so that it
can be used by connecting it to a campaign
•
In the IVR menu, click “Generate the script …"
•
Upon launching the generation, the following summary screen
will appear, which shows:
(1) the source code
(4) the generation options
(2) the name of the IVR script (5) the help bar showing the
configuration errors
(3) the files used
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
20
Generating the IVR (2/2)
•
Once you have corrected any errors:
–
The following screen appears (without the yellow help bar) and you
can click "Generate the IVR"
–
This system generates the IVR script and the sound files and the
name is highlighted in blue
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A
CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
•
You have completed the configuration of your IVR, you can close
the Interface Designer module
•
If you change your IVR, remember to regenerate the Script
21
Get going
• Here is an example of a basic IVR scenario that you would
need to write down on paper: learn how to do it!
• Remember to place markers to enable tracking of the
activity
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A
CAMPAIGN
Inbound call
no
Service hours
voice message
Open?
yes
Welcome
message
End of call
"FIRST AID" METHODS
Max time elapsed: 5 sec.
Max. invalid tries: 3
Caller's menu options
TESTING YOUR KNOWLEDGE
Information
message
1
2
0
Request for
information
Opening a
contract
Other request
Qualification
"contract"
Send to the call centre
22
Connecting an IVR to a campaign in HERMES.NET
Teaching objectives
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND
INTERFACE
•
Know how to connect an IVR to a campaign
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A
CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
23
Connecting an IVR to a campaign
•
Open the Administration module
–
–
–
In the Incoming Media menu, click “Campaign configuration”
Select the campaign to which you want to associate the IVR
Under the General tab, “IVR script” field, click the magnifying glass
–
The following pop-up window opens In the IVR folder, find and then click
your file's name (file.onc)
–
The "IVR script" field is filled with red, you can then record
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A
CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
24
Anticipating potential difficulties (1/3)
"What to do in case of …"
Complete the following test.
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
1. What should I do if my options in an interactive menu command are such that
calls go round in a loop?
Review the various commands and their organization
Call Vocalcom support to test the ACD
Restart the IVR from the beginning
CONNECTING AN IVR TO A
CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
2. What should I do, if, during the generation, I get an error message indicating a
missing output?
Remember to place the corresponding Jumps
Call the DID to test the IVR
Check that the commands are correctly connected
3. What should I do if, when I test the DID, I go directly to the queue?
Repeat IVR Script configuration
Remember to connect the IVR to the campaign
Call Vocalcom support
25
Anticipating potential difficulties (2/3)
4. What should I do if I am unable to load the sound files on the server?
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A
CAMPAIGN
Call Vocalcom support to have them loaded on the server
Restart the computer, after having checked the sound file format
Reopen Interface Designer, after having checked the sound file format
5. What should I do if the recognition of opening hours is only done on
Mondays, from 6 pm to 11 pm?
Reinsert the planning into the campaign
Ensure the time check is indeed a “check openings” and not a “check time range”
Enter the DID of the associated campaign on the hard drive
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
6. What should I do if the voice messages are distorted during test calls?
Call Vocalcom support
Re-record the audio messages in .mp3 format
Check that the format meets the standard required by Hermes
7. What should I do if I am unable to find messages left by clients on the Voice
Mail?
Go to the “Voice messages” menu in Administration or Supervision
Filter the Agents’ recordings
Delete and re-create the Voice Mail command
26
Anticipating potential difficulties (3/3)
8. What should I do if I have to use two identical IVRs on two different campaigns?
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A
CAMPAIGN
"FIRST AID" METHODS
Use the same IVR on both campaigns
Duplicate the IVR
Redo the IVR
9. What should I do if clients cannot cut off the audio messages?
Delete and recreate the defective commands
Integrate the “interruption” command at the start of the IVR
Remember to checkmark the “interruption authorized” boxes
TESTING YOUR KNOWLEDGE
10. Would should I do if my IVR requires skills and the calls are not managed by
agent level?
Call Vocalcom support
Manage the skills by creating dedicated queues
Check the agents’ levels and that the skills are decremental
27
Testing your knowledge (1/3)
Complete the following test to check that you have properly understood the
sequence. Your answers are confidential.
1. What are the steps for implementing an IVR on an inbound campaign?
OVERVIEW OF THE TRAINING
a) Declare the IVR in the campaign / Construct the IVR in Interface Designer
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A
CAMPAIGN
b) Construct the IVR in Interface Designer / Activate the IVR in the campaign
c) Construct the IVR in Interface Designer / Generate / Connect to the campaign
2. In Interface Designer, where are the parameters set for each command?
"FIRST AID" METHODS
a) In the menu bar, "Command" menu
TESTING YOUR KNOWLEDGE
b) In the "Parameters" section, located in the bottom left of the window
c) In a pop-up window that opens when double-clicking the command
3. Among the following functions, which one cannot be configured in a basic IVR
constructed in Hermes.Net?
a) Input by the caller of an option on his/her phone keypad
b) Taking a message on an answering machine
c) Making an appointment based on a sales associate's agenda
d) Transferring the call to a provider
e) None, all of these functions can be configured
28
Testing your knowledge (2/3)
4. Which command must be used to check whether a call centre is open?
a) "Check openings" with configuration of the campaign planning
b) "Check time range" with the hours on the hard drive
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
c) "Check openings" with configuration of the agents' planning
5. Regarding an "Interactive menu" command, which of the following statements is
false?
a) 3 files must be associated with the command
b) The maximum number of attempts parameter must be set
CONNECTING AN IVR TO A
CAMPAIGN
c) The DMTF command number and type are predefined
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
6. Which of the following statements is true?
a) An inbound call arrives via a DID, assigned to a campaign to which the IVR is
connected
b) The IVR and the ACD must be connected under the "General" tab of the campaign
c) When configuring the IVR, the Stations used by agents must be declared
7. Which command is used to transfer a call?
a) "Jump"
b) "Ending strategy"
c) "Call transfer"
29
Testing your knowledge (3/3)
8. Which command is used to assign a minimum required skill to a call?
a) "Set a profile"
b) "Skill marker"
OVERVIEW OF THE TRAINING
c) "Market Reporting"
STEPS, FUNCTIONING AND
INTERFACE
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
9. What is the purpose of the help bar that can appear in the IVR generation window?
a) Summarize the sound files used in the IVR
CONNECTING AN IVR TO A
CAMPAIGN
b) Select the generation options
"FIRST AID" METHODS
c) Indicate the configuration errors made
TESTING YOUR KNOWLEDGE
10. Under the "General" tab of the campaign, what is the name of the field used to
connect the IVR?
a) "IVR"
b) "IVR script"
c) "Disconnection option"
30
MCQ answers
Savoir faire
Connaître les étapes pour mettre
en place un SVI
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND
INTERFACE
Connaître les fonctionnalités des
Principes de
SVI dans Hermes.net
fonctionnement
Comprendre le rapport entre SVI
des S VI
et téléphonie
CREATING AN IVR IN THE
INTERFACE DESIGNER MODULE
Connecter un SVI à une campagne
CONNECTING AN IVR TO A
CAMPAIGN
Question
Réponses
1
c) Construire le SVI dans Interface Designer / Générer /
Connecter à la campagne
3
c) Prise d’un rendez-vous en fonction d’un agenda des
commerciaux
6
a) Un appel entrant passe via une SDA, affectée à une
campagne à laquelle est connecté le SVI
10
b) « Scénario vocal »
Cocher si
bonne
réponse
Note sur 4 :
"FIRST AID" METHODS
4
a) « Test horaires de service » avec configuration du
planning de la campagne
7
b) Commande « Stratégie de fin d’appel »
8
a) Commande « Affecter un profil »
2
b) Dans la partie « Paramètres » situées en bas à
gauche de la fenêtre
5
c) Le nombre et le type de commande DMTF sont
prédéfinis
9
c) A indiquer les erreurs de configuration commises
TESTING YOUR KNOWLEDGE
Choisir la bonne commande
Configuration
des S VI dans
Interface
Designer
Configurer les commandes
Générer le scirpt d'un SVI
Note sur 6 :
31

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