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FAQ's

i800 Callback Dialler

The dialler may flag telephone numbers as invalid for a variety of reasons which are shown in the table below:nInvalid number format Reasonn0770900413 Too shortn077000900413 Too longn0770090O413 Contains a lettern87700900413 Doesn’t start with a country code or 0

The priority of a queue controls where the queue will visibly appear in the list of queues on the ‘Dialler Queues’ page. By default, new queues are assigned a priority of 0. If all queues have a priority of 0, queues will be listed in the order of when they were created.nA priority of 1 moves a queue to the top of the list. Priority 2 queues will be shown next and so on.

The maximum calls value is the maximum number of calls that the callback dialler will process during a defined time slot. For example, you may want to process a maximum of 500 calls per day or period of the day, and the maximum calls value will act as a failsafe to ensure this is an absolute maximum.

The concurrency value is the number of calls that the dialler will process at once during a defined period or time slot. It is set in the schedule for the Service ID that your queue is using.

The ASR is the percentage of telephone calls which have been answered during a given period.

i800 Automated Callback Dialler allows your customer service agents to efficiently contact a list of customers or opted-in prospects, with minimal manual intervention. Each agent is automatically presented with the next call, preventing duplication and maximising efficiency.nFurthermore, as part of the callback process, agents are presented with all the relevant contextual data on each contact, allowing them to provide the best possible customer service.nFor more information, see https://www.iconnectel.com/service-bundles/ivoice-callback-dialler/.

A whisper IVR (Interactive Voice Response) is a brief message that is automatically delivered once a call is answered.nFor example, agents processing callbacks using the i800 Callback Dialler receive an IVR whisper containing a 4-digit code which they must then type into the ‘Agent Screen’ to start a callback.

Service Schedule Templates are pre-configured schedules which can either be used exactly as they are or used a basis for your bespoke service schedule.

Several templates are available, as shown below:

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The Service ID is the unique numerical ID of the service that your dialler queue will be using. Your Service ID will have been provided to you by iConnecTel when you placed your order.

In respect of the i800 dialler service, a queue is a list of records waiting to be processed, in-progress or already processed.

A Comma Separated Values (CSV) file is a plain text file that contains a list of data. These files are often used to import data into a database or application.nCSV files use the comma character to separate. The idea is that you can export complex data from one application to a CSV file, and then import the data in that CSV file into another application.

Call classifications are used to record the outcome of completed calls. Call classification options are available to agents through a dropdown menu. Any number of classifications can be configured. nExample class classifications might include:n• Sale agreedn• Sent SMS with more detailsn• Left voicemailn• Requested not to be contacted again

ALOC stands for Average Length of Connection and is the average length of connections (such as telephone calls) in seconds, during a given period.

Pre-filled fields are fixed fields that appear to agents before and during calls. In the example shown below, we have added a fixed field containing the Queue name (‘Special Offer Campaign’) as a reminder to agents during the call.nn nnThis pre-filled field will then be visible to agents during their callbacks, as shown below:nn

Exceptions are periods where the general service schedule is replaced by a different, temporary schedule. For example, we may need to reduce the number of concurrent and/or maximum calls at weekends or reduce then to 0 on Public Holidays.nExceptions override the general schedule settings.

Log into your subscriber account. nFrom the menu, click on Your Services > iVoice > iVoice Dialler > Create/ConfigurenFrom the ‘Dialler Queues’ page, click on the name of a queue to view its progress and access historical information about that queue. nSet your search criteria (if required) before clicking the ‘Search’ button:n nn# Descriptionn1 Select a start date for the record(s) search.n2 Select how to present the search results, i.e. in which order they should be presented.n3 Choose a start time for the record(s) search.n4 Choose an end date for the record(s) search.n5 Choose an end date for the record(s) search.n6 Select a status from the dropdown boxn7 Select an SMS status from the dropdown box (used for SMS Broadcasts).n8 Select a call status from the dropdown boxn9 Select an agent status from the dropdown boxn10 Select a visitor status from the dropdown boxn11 Start the searchn12 Click to export the search results to a CSV filen13 Click to create an SMS notificationn14 Click to reprocess pending callsn15 Delete all items in the queuen16 Shows the status of the calln17 Shows the SMS status of the calln18 The time at which the call was processedn19 Shows the call statusn20 Shows the status of the agentn21 Shows the status of the visitorn22 Reprocesses the individual calln23 Edit the call detailsn24 Remove the call from the queuen25 Manually add a call to the queuen26 Custom fields imported into the dialler

Log into your subscriber account. nFrom the menu, click on Your Services > iVoice > iVoice Dialler > Create/ConfigurenFrom the ‘Dialler Queues’ page, click on the name of a queue to view its progress and access historical information about that queue. nClick on the ‘Performance Data’ tab to view the performance data for that dialler queue:nn nn# Feature/Descriptionn1 The service ID associated with the dialler queuen2 The date on which the dialler queue was last updatedn3 The number of records in the dialler queuen4 The number (and percentage) of records that have been processedn5 The number (and percentage) of records remaining to be processedn6 The number (and percentage) of invalid telephone number records in the queuen7 The number (and percentage) of errors encountered while processing recordsn8 The number (and percentage) of records currently in-progressn9 The number (and percentage) of records that have been re-processedn10 Queue status and the most recent time the queue was started or stoppedn11 Is the queue currently within defined operating hoursn12 Answer Seizure Ratio (ASR) of calls to the client/ agentn13 Answer Seizure Ratio (ASR) of calls to the recipient of a callbackn14 Average Length of Call (ALOC) of calls to the client/agentn15 Average Length of Call (ALOC) of calls to the recipient of a callbackn16 The client (agent) Average Time to Accept a call during the previous 24 hoursn17 The suggested concurrency value for the service being used by the diallern18 Classification of calls

Log into your subscriber account. nYou will see a menu bar like the one shown below.nFrom the menu, click on Your Services > iVoice > iVoice Dialler > Create/Configuren nnYou will then see the ‘Dialler Queues’ page, as shown below:nThe ‘Dialler Queues’ page shows all configured dialler queues and their status:nn nnEach dialler queue shows the following information and options:nn# Descriptionn1 The friendly, easily identifiable name given to the queuen2 The callback service id that has been assigned to the queue for configuration and billing purposesn3 The date and time that the queue was last updatedn4 The number of records that have been imported to the queuen5 The number (and percentage) of records that have been processed by the service so farn6 The number of records yet to be processedn7 The number of invalid records (telephone numbers) imported in the queuen8 The error count for the queuen9 The number of records currently being processedn10 The number of records that have been re-processedn11 The current processing status of the dialler queue – started (yes) or stopped (no)n12 The time elapsed from the last processed recordn13 Start processing records in the queuen14 Import records for processing into the queuen15 Edit the queue configurationn16 Remove the queue from the list of available queues (all records will be deleted)n17 Add a new queue to the list ready for configuration and import

Log into the Management Dashboard. nClick on Your Services > iText > iText Chat. nYou will see the following menu:nn nnClick on ‘Statistics/MI’ to access the Management Information area.nChoose the ‘Departments’ tab.nFor more information, please refer to the iLiveSite Chat User Guide.

Log into your subscriber account. nFrom the menu, click on Your Services > iVoice > iVoice Dialler > Create/ConfigurenFrom the ‘Dialler Queues’ page, click on the name of a queue to view its progress and access historical information about that queue. nClick on the ‘Call Classification Data’ tab to view data on how agents have been classifying calls:nn Figure 14 – Call classification datann# Feature/Descriptionn1 Enter a start date for the searchn2 Enter an end date for the searchn3 Group search results by hour of the dayn4 [Search] button – click to start the searchn5 Displays the number of processed records during the chosen periodn6 Displays how many records (and the percentage) that have been classified during the chosen periodn7 How many (and the percentage) of callbacks classified as ‘Sale agreed’n8 How many (and the percentage) of callbacks classified as ‘Sent SMS with more details’n9 How many (and the percentage) of callbacks classified as ‘Left Voicemail’n10 How many (and the percentage) of callbacks classified as ‘Requested not to be contacted again’n

To view a service schedule, go to the Management Dashboard and select
Your Services > iACD > iACD Schedule > Service Schedules

Click on a service name to access a list of schedules. In our example, we have selected the service named ‘iConnecTel Online Sales’:

Click on the schedule name to view its current configuration:

Use the ‘Visualisation’ tab to view a visual representation of the service schedule or click on the various ‘Days of the week’ tabs to see how each day’s schedule had been configured.
The ‘Exceptions’ tab will display any exceptions to the schedule that have been configured.

You can upload files via the functions bar on the right-hand side of the chat window:n nFor more information, please refer to the iLiveSite Chat User Guide.

To start processing a queue, log into your subscriber account. nFrom the menu, click on Your Services > iVoice > iVoice Dialler > Create/ConfigurenFrom the ‘Dialler Queues’ page, click on the start button next to the relevant queue, as shown below:nn nnThe dialler will now begin to process the calls within the queue.

To set the maximum calls value for a queue, go to the Management Dashboard and select:nYour Services > iACD > iACD Schedule > Service Schedulesnn nnThe screen shown below will appear:nn nnClick on the service name for the service you are using for your queue.nThe screen shown below will be displayed:nn nnService ID 60012 also has a schedule named ‘iConnecTel Online Sales’. Click on the schedule name to continue, and the following screen will be shown:nn nnClick on the day you want to change the max calls value for:nn nnThe max calls value can be manually set for each of the displayed time slots or set for all time slots.nTo change the max calls value for all time slots, click on the ‘Set Max Calls Value’ button:nYou will be prompted to enter a value:nn nnEnter the new max calls value and click OK.nThe max calls value will now change for all time slots for the selected day of the week:nTo change the max calls value for a time slot, click on the edit symbol next to that time slot:nn nnEnter your chosen max calls value:nn nnClick on the ‘Save Schedule’ button at the bottom of the screen. The max calls value for that time slot will now have changed, as shown below:nn n

To set the maximum calls value for a specific time slot, go to the Management Dashboard and select:nYour Services > iACD > iACD Schedule > Service Schedulesnn nnThe screen shown below will appear:nn nnClick on the service name for the service you are using for your queue.nThe screen shown below will be displayed:nn nnService ID 60012 also has a schedule named ‘iConnecTel Online Sales’. Click on the schedule name to continue, and the following screen will be shown:nn nnClick on the day you want to change the max calls value for:nn nClick on the edit symbol next to the relevant time slot:nn nnEnter your chosen max calls value:nn nnClick on the ‘Save Schedule’ button at the bottom of the screen. The max calls value for that time slot will now have changed, as shown below:nn

To set the concurrency value for a service, go to the Management Dashboard and select:nYour Services > iACD > iACD Schedule > Service Schedulesnn nnYou will then see the page shown below:nn nnClick on the service name for the service you are using for your callback dialler queue.nThe following screen will be shown:nn nnThe Service ID 60012 is using a schedule also called ‘iConnecTel Online Sales’. Click on the schedule name. The following screen will be shown:nn nnClick on the day you want to change the concurrency value for:nn nnThe concurrency value can be manually set for each of the displayed time slots or set for all time slots. To change the concurrency value for all time slots, click on the ‘Set Concurrent Calls Value’ button. You will be prompted to enter a value, as shown below:nn nnEnter the new concurrency value and click OK.nThe concurrency value will now change for all time slots for the chosen day of the week as you can see below:nn nnTo change the concurrency value for a specific time slot, click on the edit symbol next to that time slot as shown below:nn nnEnter your chosen concurrency value:nn nnClick on the ‘Save Schedule’ button at the bottom of the screen. The concurrency value for that time slot will now have changed as shown:nn

To set the concurrency value for a specific time slot, go to the Management Dashboard and select:nYour Services > iACD > iACD Schedule > Service Schedulesnn nnYou will then see the page shown below:nn nnClick on the service name for the service you are using for your callback dialler queue.nThe following screen will be shown:nn nnThe Service ID 60012 is using a schedule also called ‘iConnecTel Online Sales’. Click on the schedule name. The following screen will be shown:nn nnClick on the day you want to change the concurrency value for:nn nnClick on the edit symbol next to the relevant time slot, as shown below:nn nnEnter your chosen concurrency value:nn nnClick on the ‘Save Schedule’ button at the bottom of the screen. The concurrency value for that time slot will now have changed as shown:nn n

Schedules are applied to the Service ID which you are using for your dialler.

To view, edit, add and remove schedules, go to the Management Dashboard and select

Your Services > iACD > iACD Schedule > Service Schedules.

 

You will see a page like the one shown below:

Click on the service ID that you’re using for Callback Dialler, in the example below, this is service ID 60012:

Select the schedule to apply to the service using the “Activate/Disable” toggle button.

Add additional service schedules to the list using the “Service Schedule List” dropdown menu as shown above.

Log into your subscriber account. nFrom the menu, click on Your Services > iVoice > iVoice Dialler > Create/ConfigurenYou will then see the ‘Dialler Queues’ page, as shown below:nThe ‘Dialler Queues’ page shows all configured dialler queues and their status:nn nnTo set the priority of a queue, click on the ‘Edit’ button next to the queue you wish to set the priority for:nn nnEnter the priority in the ‘Priority’ field and click the ‘Save’ button to save your changes and return to the previous screen.

Once a callback is complete, it can be classified by selecting an option from the classification dropdown menu and clicking the ‘Submit’ button:n nnFor example, the callback shown below has been classified as ‘Left voicemail’ because the recipient of the call was not available in person:nn

Log into your subscriber account. nFrom the menu, click on Your Services > iVoice > iVoice Dialler > Create/ConfigurenFrom the ‘Dialler Queues’ page, click on the name of a queue to view its progress and access historical information about that queue. nFirst, set your search criteria (if required) before clicking the ‘Search’ button:nn nn# Descriptionn1 Select a start date for the record(s) search.n2 Select how to present the search results, i.e. in which order they should be presented.n3 Choose a start time for the record(s) search.n4 Choose an end date for the record(s) search.n5 Choose an end date for the record(s) search.n6 Select a status from the dropdown boxn7 Select an SMS status from the dropdown box (used for SMS Broadcasts).n8 Select a call status from the dropdown boxn9 Select an agent status from the dropdown boxn10 Select a visitor status from the dropdown boxn11 Start the searchn12 Click to export the search results to a CSV filen13 Click to create an SMS notificationn14 Click to reprocess pending callsn15 Delete all items in the queuen16 Shows the status of the calln17 Shows the SMS status of the calln18 The time at which the call was processedn19 Shows the call statusn20 Shows the status of the agentn21 Shows the status of the visitorn22 Reprocesses the individual calln23 Edit the call detailsn24 Remove the call from the queuen25 Manually add a call to the queuen26 Custom fields imported into the diallernnTo create an SMS notification, click on the ‘Create SMS Notification’ button. The screen shown below will open:nn nn# Descriptionn1 Select a user from which SMS messages should be sentn2 Enter the number of records that the new message will be sent ton3 Choose which custom field(s) contain the customer’s name(s) (see 2.4.6)n4 Add any notes here (notes are not visible to customers)n5 Write the SMS message here. Use {name} where you want the customer’s name to appearn6 Choose a canned messagen7 Select the chosen canned messagen8 Click to process the SMS message

Log into your subscriber account. nFrom the menu, click on Your Services > iVoice > iVoice Dialler > Create/ConfigurenYou will then see the ‘Dialler Queues’ page, as shown below:nThe ‘Dialler Queues’ page shows all configured dialler queues and their status:nn nnTo rename a queue, click on the ‘Edit’ button next to the queue you wish to rename and enter a new name on the ‘Name’ box as shown below:n nClick the ‘Save’ button to save your changes and return to the previous screen.

To remove call classifications, go to the Management Dashboard and select nYour Services > iKnowledge > iVoice Callback.nYou will see a list of services, as shown below:nn nnClick on the service you wish to remove classification options for; you will see the following screen:nn nnSelect the ‘iVoice Callback (Post-Call Survey)’ tab:nn nnIn the above example, four classification options have been added to the service:n• Sale agreedn• Sent SMS with more detailsn• Left voicemailn• Requested not to be contacted againnTo remove a classification option, click on the ‘Trash’ symbol next to the appropriate option.

To start processing callbacks, log in to the ‘Agent Screen”.nYou will see the ‘iVoice Callback Contact Centre Agent Screen’ as shown below:nn nnChoose the product or service you will be working on. In the above example, we have selected the ‘iConnecTel Online Sales’ service.nOnce the relevant callback dialler queue has been started, you will be able to review the calls being processed and subsequently connect to customers.n1. Answer your phone in the normal BAU approachn2. You will hear a whisper IVR and a 4-digit reference numbern3. Enter the 4-digit code you’re given into the ‘Enter Call Reference Number’ box on-screen and click on the ‘Submit’ button as shown below:nn nnThe customer’s details will appear:n nn# Feature/Descriptionn1 The current status of the calln2 The call’s unique IDn3 The call’s reference numbern4 The service you are using to process callsn5 The name of the service you are using to process callsn6 The customer’s telephone numbern7 The name of the dialler queue we are working onn8 These are custom fields we added to the queuen9 A pre-filled field added to the queuennAs soon as you are ready to, click on the ‘Accept Call’ button to connect to the customer. nThe call status will automatically update to show you the progress of the call, as shown below:nn

Log into your subscriber account. nFrom the menu, click on Your Services > iVoice > iVoice Dialler > Create/ConfigurenFrom the ‘Dialler Queues Page’, click the ‘New’ button. The following queue configuration screen will be shown:nn nn nEnter a name for the new dialler queue in the ‘Name’ text box, as shown above.

Log into your subscriber account. nFrom the menu, click on Your Services > iVoice > iVoice Dialler > Create/ConfigurenFrom the ‘Dialler Queues’ page, click on the name of a queue to view its progress and access historical information about that queue. nFirst, set your search criteria (if required) before clicking the ‘Search’ button:nn nn# Descriptionn1 Select a start date for the record(s) search.n2 Select how to present the search results, i.e. in which order they should be presented.n3 Choose a start time for the record(s) search.n4 Choose an end date for the record(s) search.n5 Choose an end date for the record(s) search.n6 Select a status from the dropdown boxn7 Select an SMS status from the dropdown box (used for SMS Broadcasts).n8 Select a call status from the dropdown boxn9 Select an agent status from the dropdown boxn10 Select a visitor status from the dropdown boxn11 Start the searchn12 Click to export the search results to a CSV filen13 Click to create an SMS notificationn14 Click to reprocess pending callsn15 Delete all items in the queuen16 Shows the status of the calln17 Shows the SMS status of the calln18 The time at which the call was processedn19 Shows the call statusn20 Shows the status of the agentn21 Shows the status of the visitorn22 Reprocesses the individual calln23 Edit the call detailsn24 Remove the call from the queuen25 Manually add a call to the queuen26 Custom fields imported into the diallernnTo manually add a new callback record to the queue, click the ‘New Call’ button. The screen shown below will appear.nn nn# Descriptionn1 Set the status of the new calln2 Enter the telephone numbern3 Edit your custom fields n4 Save your changes and return to the previous screen

Telephone numbers and related data are imported into a queue by uploading a comma-separated value (CSV) file.nLog into your subscriber account. nFrom the menu, click on Your Services > iVoice > iVoice Dialler > Create/ConfigurenFrom the ‘Dialler Queues’ page, click on the ‘Import’ button next to the relevant queue as shown below:nn nnThe following screen shown will appear:nn nnClick on the ‘Browse’ button to navigate to the location of your CSV file on your local or network drive, select it and click on ‘Save’.nYou will then see the screen below:nn

Telephone numbers and related data are imported into a queue by uploading a comma-separated value (CSV) file.nLog into your subscriber account. nFrom the menu, click on Your Services > iVoice > iVoice Dialler > Create/ConfigurenFrom the ‘Dialler Queues’ page, click on the ‘Import’ button next to the relevant queue as shown below:nn nnThe following screen shown will appear:nn nnClick on the ‘Browse’ button to navigate to the location of your CSV file on your local or network drive, select it and click on ‘Save’.nYou will then see the screen below:nn n

Log into your subscriber account. nFrom the menu, click on Your Services > iVoice > iVoice Dialler > Create/ConfigurenFrom the ‘Dialler Queues’ page, click on the name of a queue to view its progress and access historical information about that queue. nSet your search criteria to filter the search results and click the ‘Search’ button:nn nn# Descriptionn1 Select a start date for the record(s) search.n2 Select how to present the search results, i.e. in which order they should be presented.n3 Choose a start time for the record(s) search.n4 Choose an end date for the record(s) search.n5 Choose an end date for the record(s) search.n6 Select a status from the dropdown boxn7 Select an SMS status from the dropdown box (used for SMS Broadcasts).n8 Select a call status from the dropdown boxn9 Select an agent status from the dropdown boxn10 Select a visitor status from the dropdown boxn11 Start the searchn12 Click to export the search results to a CSV filen13 Click to create an SMS notificationn14 Click to reprocess pending callsn15 Delete all items in the queuen16 Shows the status of the calln17 Shows the SMS status of the calln18 The time at which the call was processedn19 Shows the call statusn20 Shows the status of the agentn21 Shows the status of the visitorn22 Reprocesses the individual calln23 Edit the call detailsn24 Remove the call from the queuen25 Manually add a call to the queuen26 Custom fields imported into the dialler

Log into your subscriber account. nFrom the menu, click on Your Services > iVoice > iVoice Dialler > Create/ConfigurenFrom the ‘Dialler Queues’ page, click on the name of a queue to view its progress and access historical information about that queue. nFirst, set your search criteria (if required) before clicking the ‘Search’ button:nn nn# Descriptionn1 Select a start date for the record(s) search.n2 Select how to present the search results, i.e. in which order they should be presented.n3 Choose a start time for the record(s) search.n4 Choose an end date for the record(s) search.n5 Choose an end date for the record(s) search.n6 Select a status from the dropdown boxn7 Select an SMS status from the dropdown box (used for SMS Broadcasts).n8 Select a call status from the dropdown boxn9 Select an agent status from the dropdown boxn10 Select a visitor status from the dropdown boxn11 Start the searchn12 Click to export the search results to a CSV filen13 Click to create an SMS notificationn14 Click to reprocess pending callsn15 Delete all items in the queuen16 Shows the status of the calln17 Shows the SMS status of the calln18 The time at which the call was processedn19 Shows the call statusn20 Shows the status of the agentn21 Shows the status of the visitorn22 Reprocesses the individual calln23 Edit the call detailsn24 Remove the call from the queuen25 Manually add a call to the queuen26 Custom fields imported into the diallernnThe data resulting from your search can be saved as a CSV file. nClick on the ‘Export to CSV’ button and choose whether to open or save the CSV file or to cancel the export as shown below.nn

Log into your subscriber account. nFrom the menu, click on Your Services > iVoice > iVoice Dialler > Create/ConfigurenYou will then see the ‘Dialler Queues’ page, as shown below:nThe ‘Dialler Queues’ page shows all configured dialler queues and their status:nn nnTo edit a queue, click on the ‘Edit’ button next to the queue you wish to reconfigure:nn nnReconfigure the queue settings are required using the above form and click the ‘Save’ button to save your changes and return to the previous screen.

Log into your subscriber account. nFrom the menu, click on Your Services > iVoice > iVoice Dialler > Create/ConfigurenFrom the ‘Dialler Queues’ page, click on the name of a queue to view its progress and access historical information about that queue. nFirst, set your search criteria (if required) before clicking the ‘Search’ button:nn nn# Descriptionn1 Select a start date for the record(s) search.n2 Select how to present the search results, i.e. in which order they should be presented.n3 Choose a start time for the record(s) search.n4 Choose an end date for the record(s) search.n5 Choose an end date for the record(s) search.n6 Select a status from the dropdown boxn7 Select an SMS status from the dropdown box (used for SMS Broadcasts).n8 Select a call status from the dropdown boxn9 Select an agent status from the dropdown boxn10 Select a visitor status from the dropdown boxn11 Start the searchn12 Click to export the search results to a CSV filen13 Click to create an SMS notificationn14 Click to reprocess pending callsn15 Delete all items in the queuen16 Shows the status of the calln17 Shows the SMS status of the calln18 The time at which the call was processedn19 Shows the call statusn20 Shows the status of the agentn21 Shows the status of the visitorn22 Reprocesses the individual calln23 Edit the call detailsn24 Remove the call from the queuen25 Manually add a call to the queuen26 Custom fields imported into the diallernnClick the ‘Edit’ button to edit the details of an individual call. nEdit the details of a callback, as shown below:nn nn# Descriptionn1 Change the status of the calln2 Edit the telephone number fieldn3 Edit these custom fieldsn4 Save your changes and return to the previous screenn5 Update the recordn6 Cancel the changes and return to the previous screen

To edit a call classification, go to the Management Dashboard and select nYour Services > iKnowledge > iVoice Callback.nYou will see a list of services, as shown below:nn nnClick on the service you wish to edit classification options for; you will see the following screen:nn nnSelect the ‘iVoice Callback (Post-Call Survey)’ tab:nn nnIn the above example, four classification options have been added to the service:n• Sale agreedn• Sent SMS with more detailsn• Left voicemailn• Requested not to be contacted againnTo edit a classification option, enter your changes on the above screen and click on the “Update” button.

On the ‘Manage Service Schedules’ page click on the ‘Service Name’ you want to create an exception for:nIn this example, we have chosen the ‘iConnecTel Online Sales’ service:nn nnSelect the ‘Schedule Exceptions’ tab:nn nnTo add an exception, click on the ‘Y-m-d’ date entry field, as shown above:nn nUse the pop-up calendar to select the date of the exception and click on the ‘Add’ button. The date of the exception will appear as shown below:nn nnClick on the date to configure the timeslots for the exceptional date selected:nn nn# Feature/Descriptionn1 Add a time slot to the exceptionn2 Edit the start time of the time slotn3 Edits the start time of the time slotn4 Edits the end time of the time slotn5 Edits the ‘Concurrent Calls’ value for that time slotn6 Edits the’ Maximum Calls’ Value for that time slotn7 Deletes that time slotn8 Click to save the changes to the schedulen

To create a new service schedule, go to the Management Dashboard and select nYour Services > iACD > iACD Schedule > Service Schedules.nOn the ‘Manage Service Schedules’ page (below) click on the ‘Service Name’ you want to create a new service schedule for:nn nnIn this example, we have chosen the ‘iConnecTel Online Sales’ service:nn nnCurrently, this service only has one schedule associated with it called ‘iConnecTel Online Sales’.nTo create a new schedule, click on the ‘Create New Service Schedule’ button to access the screen shown below:nn nnEnter a name for the new schedule and click on the ‘Save’ button:nn nnYou will then see the message shown in figure 61:nn nnClick on X to return to the Service Schedule page. nThe next step is to assign the new schedule to the service.nClick on the ‘Service Schedule List’ dropdown box. You should see your new schedule in the list:nn nnSelect the new schedule (in our example it is the ‘Special Offer Campaign’ schedule):nn nnClick on the ‘Assign Schedule to Service’ button and the new schedule will be added to the schedule list for that service as shown in below:nn nnClick on the schedule name to configure the schedule:nn nnClick on the service name for the service you are using for your queue.nWe are using Service ID 60012 for our demonstration callback dialler queue, so we click on the service name next to that service, which in this example is ‘iConnecTel Online Sales’, and upon doing so, the screen below will open:nn nnService ID 60012 is using a schedule also named ‘iConnecTel Online Sales’. Click on the schedule name. The following screen will be shown:nn nn# Feature/Descriptionn1 Edit the schedule name heren2 Click to save the schedule namen3 Select a template from the dropdown boxn4 Apply the chosen templatennClick on the ‘Select Template’ dropdown menu to choose a template for your schedule.n nnClick on the ‘Apply Template’ button to apply the chosen template to the service schedule:n nnTo make changes to the schedule, use the ‘Day of the week’ tabs as shown below:n nn# Feature/Descriptionn1 Add a time slot to the schedule during that dayn2 Sets the Concurrent Calls value for all time slots during that dayn3 Set the Maximum Calls Value for all time slots during that dayn4 Edits the start time of the time slotn5 Edits the end time of the time slotn6 Edits the Concurrent Calls value for that time slotn7 Edits the Maximum Calls Value for that time slotn8 Deletes that time slotn9 The total concurrent calls scheduled during that dayn10 The total concurrent calls scheduled for that weekn11 The percentage of the week’s concurrent calls that that day comprisesn12 The maximum calls scheduled during that dayn13 The maximum calls scheduled for that weekn14 The percentage of the week’s maximum calls that that day comprisesn15 Click to save the changes to the schedulennClick on the ‘Exceptions’ tab to add exceptions to your template.

Log into your subscriber account. nFrom the menu, click on Your Services > iVoice > iVoice Dialler > Create/ConfigurenFrom the ‘Dialler Queues Page’, click the ‘New’ button. The following queue configuration screen will be shown:nn nn nn# Feature/Descriptionn1 Enter a recognisable name for the new dialler queuen2 Set a priority for the new dialler queuen3 Select the appropriate Service ID from the drop-down listn4 Make the queue active on Mondaysn5 Start time for the queue on Mondaysn6 End time for the queue on Mondaysn7 Make the queue active on Tuesdaysn8 Start time for the queue on Tuesdaysn9 End time for the queue on Tuesdaysn10 Make the queue active on Wednesdaysn11 Start time for the queue on Wednesdaysn12 End time for the queue on Wednesdaysn13 Make the queue active on Wednesdaysn14 Start time for the queue on Wednesdaysn15 End time for the queue on Wednesdaysn16 Make the queue active on Thursdaysn17 Start time for the queue on Thursdaysn18 End time for the queue on Thursdaysn19 Make the queue active on Fridaysn20 Start time for the queue on Fridaysn21 End time for the queue on Fridaysn22 Make the queue active on Saturdaysn23 Start time for the queue on Saturdaysn24 End time for the queue on Saturdaysn25 Make the queue active on Sundaysn26 Start time for the queue on Sundaysn27 End time for the queue on Sundaysn28 Generate a callback referral URLn29 Enter the URL for your referraln30 Select a custom field from the dropdown boxn31 Select a custom field from the dropdown boxn32 Add a custom fieldn34 Add a pre-filled custom fieldn35 Save the new queue ready for usennAfter filling out the form, click the ‘Save’ button to return to the ‘Dialler Queues Page’.

How you create your CSV file will depend on where your callback data is coming from. It may be that your CRM software can export data, such as telephone numbers and other customer details, to a CSV file. You may need to view or edit the exported data, and the easiest way to so do is by using a spreadsheet application such as MS Excel.

Once a callback is complete, it can be classified by selecting an option from the classification dropdown menu and clicking the ‘Submit’ button:n nnFor example, the callback shown below has been classified as ‘Left voicemail’ because the recipient of the call was not available in person:nn

The priority of a queue controls where the queue will visibly appear in the list of queues on the ‘Dialler Queues’ page. By default, new queues are assigned a priority of 0. If all queues have a priority of 0, queues will be listed in the order of when they were created.nA priority of 1 moves a queue to the top of the list. Priority 2 queues will be shown next and so on.nTo set the priority of a queue, click on the ‘Edit’ button next to the queue you wish to set the priority for:nn nnEnter the priority in the ‘Priority’ field as shown above and click the ‘Save’ button to save your changes and return to the previous screen.

To set the maximum calls value for a specific time slot, go to the Management Dashboard and select:nYour Services > iACD > iACD Schedule > Service Schedulesnn nnThe screen shown below will appear:nn nnClick on the service name for the service you are using for your queue.nThe screen shown below will be displayed:nn nnService ID 60012 also has a schedule named ‘iConnecTel Online Sales’. Click on the schedule name to continue, and the following screen will be shown:nn nnClick on the day you want to change the max calls value for:nn nClick on the edit symbol next to the relevant time slot:nn nnEnter your chosen max calls value:nn nnClick on the ‘Save Schedule’ button at the bottom of the screen. The max calls value for that time slot will now have changed, as shown below:nn

To change the concurrency value for a service, go to the Management Dashboard and select:nYour Services > iACD > iACD Schedule > Service Schedulesnn nnYou will then see the page shown below:nn nnClick on the service name for the service you are using for your callback dialler queue.nThe following screen will be shown:nn nnThe Service ID 60012 is using a schedule also called ‘iConnecTel Online Sales’. Click on the schedule name. The following screen will be shown:nn nnClick on the day you want to change the concurrency value for:nn nnThe concurrency value can be manually set for each of the displayed time slots or set for all time slots. To change the concurrency value for all time slots, click on the ‘Set Concurrent Calls Value’ button. You will be prompted to enter a value, as shown below:nn nnEnter the new concurrency value and click OK.nThe concurrency value will now change for all time slots for the chosen day of the week as you can see below:nn nnTo change the concurrency value for a specific time slot, click on the edit symbol next to that time slot as shown below:nn nnEnter your chosen concurrency value:nn nnClick on the ‘Save Schedule’ button at the bottom of the screen. The concurrency value for that time slot will now have changed as shown:nn n

Log into your subscriber account. nFrom the menu, click on Your Services > iVoice > iVoice Dialler > Create/ConfigurenYou will then see the ‘Dialler Queues’ page, as shown below:nThe ‘Dialler Queues’ page shows all configured dialler queues and their status:nn nnTo change the priority of a queue, click on the ‘Edit’ button next to the queue you wish to reprioritise:nn nnEnter the new priority in the ‘Priority’ field and click the ‘Save’ button to save your changes and return to the previous screen.

Notes can be added to the callback via the ‘Notes’ box at the bottom of the agent screen:nn nnType the notes in the box shown in the figure above and click the ‘Submit’ button. Your notes will be stored alongside the record of the callback.

Log into your subscriber account. nFrom the menu, click on Your Services > iVoice > iVoice Dialler > Create/ConfigurenFrom the ‘Dialler Queues Page’, click the ‘New’ button. The following queue configuration screen will be shown:nn nn

To add call classifications, go to the Management Dashboard and select nYour Services > iKnowledge > iVoice Callback.nYou will see a list of services, as shown below:nn nnClick on the service you wish to add classification options to; you will see the following screen:nn nnSelect the ‘iVoice Callback (Post-Call Survey)’ tab:nn nn# Descriptionn1 Click to add a classification or call disposition optionn2 The ID number of the classification or call dispositionn3 The classification name that appears to the agent (see 7.2)n4 SMS actions associated with the classification or call dispositionn5 Click to remove the classification or call dispositionn6 Previously added classifications or call dispositionsnnIn the above example, four classification options have been added to the service:n• Sale agreedn• Sent SMS with more detailsn• Left voicemailn• Requested not to be contacted againnTo add a new classification, click on the ‘Add Classification/Call Disposition’ button. The screen shown below will open:nn nnClick on the ‘Select ID’ dropdown box:nn nnand select the next unused ID (in the case of our example, this will be ‘5’).nn nnType a name for the classification in the ‘Enter classification name’ box shown below:nn Figure 88 – Name a classification IDnnTo set an SMS action for the call classification, click on the dropdown box and choose an option:nn n nnOnce you have made all your changes, click the ‘Update’ button at the bottom of the screen to save your changes.

To begin processing callbacks as an agent, you will need to access the ‘agent screen’.

To access the ‘agent screen’, log in using the URL provided to you. You will then automatically be taken to the ‘agent screen’:

Log into your subscriber account. nYou will see a menu bar like the one shown below.nFrom the menu, click on Your Services > iVoice > iVoice Dialler > Create/Configuren

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