eyequeue user guide version 8.0.8

EyeQueue User Guide Version 8.0.8

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EyeQueue User Guide Version 8.0.8This page was not added to the PDF due to the following tag(s): article:topic-guide


Generated on May 11, 2015Copyright 2015 Virtual Hold Technology, LLCThis document is the property of Virtual Hold Technology, LLC. Its contents are proprietary and confidential.

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EyeQueue Introduction and Getting StartedWelcome to the world of Virtual Hold, where your customers dont have to wait on hold, and your contact center(s) canrun more efficiently.

What is EyeQueue?EyeQueue is a powerful remote management interface to the Virtual Hold system installed at your contact center(s).By accessing EyeQueue from a Web browser, you can manage your Virtual Hold software from anywhere on yournetwork.

You can:

see a real-time view of calls in queue. run detailed reports on call data. make real-time adjustments to the software.

Why Do You Use EyeQueue?

Monitoring

Whether you are in the office or across the world on a business trip, you now have the ability to monitor the performanceof your contact center(s) via a standard Web browser. Some of the things you can see are: Agents Staffed, calls inqueue, the Estimated Wait Time (EWT) for your callers, whether your customers are using Virtual Hold, and how muchmoney in toll costs Virtual Hold is saving your company.

Efficiency

Once configured, the Virtual Hold software runs automatically based upon certain settings, such as EWT. If you ever feelthe software needs adjusting to make your contact center run more efficiently, you have the ability to make theseadjustments yourself.

Reporting

Virtually any information you would like to know about the performance of the Virtual Hold software is available to you.

How Do You Use EyeQueue?EyeQueue is laid out to make using the program as easy as possible:



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Menu buttons and Software buttons are accessible from every page, so you can quickly navigate through theprogram.

Directions are included on each page to guide you.

A user guide is accessible at any time by clicking on the Help link in the top right corner of every panel.

Logging In

Main Panel (Home)

Menu Buttons

Software Buttons (EyeQueue Buttons)

Setting Up EyeQueue

Understanding Virtual Hold Software



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Logging Into EyeQueue

Login PanelIn the Login panel, enter the User name and Password given to you by the Virtual Hold Administrator at your company.

Usernames are not case sensitive. Passwords are case sensitive and can be 6-15 characters, based upon the MinimumPassword Length set by the Administrator. See Login Security Settings for more information.

Your Administrator has assigned you an access level that gives you access to different features within the program. SeeAdministration Settings in EyeQueue for an access level matrix that lists the access levels and their accessible features.

Once you log in, you see the Main Panel (Home), which shows your name and access level.

If you leave a session of EyeQueue open without accessing the program, the session eventually times out and you mustlog in again.

If your company uses a single sign-on service (such as CA SiteMinder), you may be redirected to a new page to enteryour user credentials for that service first. After you are successfully signed on, the EyeQueue Main Panel will display asusual.

Confirm Your CultureThe first time that you open EyeQueue, the Confirm Your Culture pop-up window is displayed. Select your culture to setthe language, the spelling, the time format, and the date format.



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To change this setting later, change the value in the Display Culture field in the Default View Settings panel. Refer tothe Default View Settings topic in the Setting Up EyeQueue article for more information.



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EyeQueue Main Panel (Home)From the Main Panel, you can access all of the software areas, choose your site and queue, and access the user profilesetup area. Your access level is also displayed on the Main Panel. The sections below describe each of the items onthis panel.

SiteSelect the site you wish to display. A site is a physical location of a contact center. The default site that appears on eachpage can be set within My Profile > Default View Settings. See Setting Up EyeQueue for more information. VirtualHold Technology Technical Support can assist the Administrator with setting up new sites within EyeQueue.

QueueSelect the queue you wish to display for the chosen site. These are queues that your administrator set up in theConfiguration Wizard. The EyeQueue Administrator at your company can name these queues under: System >Advanced Settings > Queue Name. The default queue that appears on each page in EyeQueue can be set withinSettings > Default View Settings. See Setting Up EyeQueue for more information.



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EyeQueue Menu OptionsThe Menu options give you quick access to needed functionality/links. The Menu options are located in the top right-hand corner of the EyeQueue panel.

Home: Returns you to the home page. Settings: Establishes the default settings for your user profile. Each users profile can be configured differently to

suit the users needs. Log Out: Logs you out of the program and returns you to the login panel. Print: Prints the current page or form. This print option has the same functionality as the Web browser print function

(Ctrl + P). Note: Most pages print best in Landscape orientation. Help: Opens the EyeQueue User Guide PDF file. About: Opens the About EyeQueue panel to display phone numbers for Virtual Hold Technology support, and

program version numbers. Note: For technical assistance, contact the Virtual Hold administrator at your site.

Note:

If you are logged in to EyeQueue when the Web server or the EyeQueue web application is restarted, and you clickone of the Menu options, the Login panel will redisplay. You must log in again to access EyeQueue.



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EyeQueue ButtonsThe EyeQueue buttons allow you to access and configure the different software packages installed on your Virtual Holdsystem. The EyeQueue buttons are the large icons on the top left of the EyeQueue panel.

ASAP Callback saves the callers place in line. It gives the caller the option to be called back when itshis/her turn to speak to a representative, rather than waiting on hold. See ASAP Callback for moreinformation.

Scheduled Callback gives the caller the ability to schedule an appointment to speak with arepresentative at a time and place that is more convenient, up to seven days in the future. SeeScheduled Callback for more information.

Proactive Notification provides clients the flexibility to get in touch with customers who haveexperienced Virtual Hold. During periods of agent availability, the system can recall the customers ofyour choosing and connect them with an agent. This sections contains Rapport and Notify settings.

QueueWatch allows you to monitor queues, agents, and Virtual Hold port utilization real-time. SeeQueueWatch for more information.

QueueInfo is a powerful, comprehensive reporting package that provides a vast array of performance,system, real-time, and Custom Reports. See QueueInfo Reports for more information.

System allows you to configure System settings that only affect individual queues and to set up newusers. See System for more information.



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When you click on the EyeQueue buttons within the program, the sub-menus for that software package appear undereach software area. Click on a sub-menu to display its options. If you click on the EyeQueue buttons in this guide, or onthe links at the top of each page, you are taken to the corresponding software sections within this guide.

Format of Each SectionIn each software section, each Queue or System Variable is displayed with the name, description, possible range ofacceptable values, and default value in the following format:

Setting Description Valid Values Default Values

Note:

Any value that is in the default column of this guide is valid if there is no item in the database for that setting. In otherwords, if the EyeQueue panel is not showing a value for a setting, this means that the database has no value for thissetting, so Queue Manager uses the default value (as listed in this guide).

Software Area AccessSpecific software areas are only available if your company has purchased the software. If you attempt to access an areathat has not been purchased, you see the following message:



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Setting Up EyeQueueBefore you begin making setting changes to your Virtual Hold system, you should first set up your default options usingthe Settings option in the EyeQueue menu.

Clicking the Settings link gives you the following options:

Open each section by clicking on the appropriate bar. Make changes to settings and click Submit to save changes.



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Change PasswordThe Change Password panel is in the My Profile section of the EyeQueue Interface. To change your password, enterthe requested information and then click Submit.

The password is case sensitive; other password requirements can be added by the Administrator. If you enter apassword that does not meet the minimum requirements, you are prompted with the requirements.

Default View SettingsIn this panel, you can customize how the information about the Virtual Hold system is displayed in EyeQueue. You canselect the desired site, the desired queue, and the report output format. To change the Default View Settings, select thevalue from the drop down menu and then click Submit.

Display Culture

Choose the language and cultural settings that you want to use. The selection changes the language, the spelling, thetime format, and the date format that are displayed in EyeQueue.



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Site

Choose the default site you wish to view or administer on each page. See Site for more information.

Queue

Choose the default queue you wish to view or administer on each page. See Queue for more information.

Report Output Format

Determines the default output format for all reports generated under QueueInfo Reports. The options are: MS Word, MSExcel, Adobe Acrobat PDF, and Crystal Reports. See Understanding Reports - Entering Report Settings for moreinformation.

Line Status View SettingsIn this panel, you can customize how the Virtual Hold system displays line status data. You can specify the number oflines to view per span, the line status type, and the line status page refresh rate. To change the Line Status ViewSettings, select the value from the drop down menu, or enter the appropriate value, and then click Submit.

Number of Lines to View per Span

Display a determined amount of line information under the Line Status panel. Set this to correspond to the type of digitalspans that are connected to the Virtual Hold Interactive Voice Response (IVR) system: 24 lines for a T-1 (NorthAmerican), and 30 lines for an E-1 (European). See Line Status for more information.

Line Status Type

Determine the viewing format for the Line Status panel under QueueWatch. See QueueWatch for more information.

Options are Modern or Classic. See Line Status for more information.



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Line Status Page Refresh Time (in Seconds)

Enter the number of seconds for the Line Status page to refresh. The panel then refreshes according to the value thatyou enter (in seconds). Quicker refresh times allow changes on the panel to update more quickly. Keep in mind thatmultiple users accessing the Line Status panel at the same time with quick refresh times use more server resources andmay slow down server processing. If this value is left blank, the default value of 3 seconds is used. See Line Status formore information.

Displaying Multiple Sites in Line Status

If you use multiple sites, you can customize the way Line Status information is displayed. Use the following web.configsettings in C:\Program Files\Virtual Hold Technology\VirtualHoldPub\VHQWatch:

Setting Value Description

FALSE Displays the Line Status for each site inseparate windows that appear one at a time.

TRUE Displays all of the sites in the same windowat the same time.

SITE01| SITE02 , where SITE01and SITE02 are your sitenames

Tells QueueWatch which sites youconfigured.

Note:

You must enter all of your site nameshere.

Queue Statistics View SettingsThe settings in this panel determine which values appear on the Queue Statistics page. To add a value to the page, clickthe check box next to the setting and then click Submit. The value appears as an additional column on the page.



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The Queue Statistics Page Refresh Time is the number of seconds for the Queue Statistics panel to refresh. The panelthen refreshes according to the value that you enter (in seconds). Quicker refresh times allow changes on the panel toupdate more quickly. Keep in mind that multiple users accessing the Queue Statistics panel at the same time with quickrefresh times use more server resources and may slow down server processing. If this value is left blank, the defaultvalue of 3 seconds is used.

For the listed items, checking the box beside the listed parameter will make the item appear as a column in theQueueWatch > Queue Statistics screen. If the box is not checked, the column will not appear.

Note:

Based on the contact center environment, information pertaining to the contact center such as Agents Staffed,Agents Available, and ACD Queue may not be received by the Virtual Hold system.

See Queue Statistics for more information.



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Understanding Virtual Hold Software

VariablesThere are two types of settings or variables that are affected when you make changes within EyeQueue: QueueVariables and System Variables.

Queue Variables

Each software package has its own set of settings--Queue Variables--that controls how that particular software packagehandles calls.

Changes to Queue Variables within one software area do not affect the other software areas. For example, changes inASAP Callback do not affect Scheduled Callback or WebConnect (unless it is noted on the panel).

Changes to Queue Variables only affect the queue selected (not all queues).

Most changes to Queue Variables go into effect immediately, and do not require the Virtual Hold to be restarted.

System Variables

System Variables are settings that control how the Virtual Hold system operates, including the file paths for voice anddatabase files. Changes to System Variables affect the entire system and all queues. Some System Variables arelocated outside of the System area, within software sections; these variables will be marked as System Variables. Youmust restart the Virtual Hold system to activate changes to System Variables.

Note:

System Variables and settings that are located in the System area are NOT the same thing. See System andSystem Vars for more information.

Making Variable ChangesWhen making variable changes, be sure to perform the following steps:

1. Verify you are making the change to the correct software area.2. Verify whether the change is being made to a Queue or a System Variable.3. Restart the Virtual Hold system if necessary.



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Incoming Call HandlingTo gain a basic understanding of how the Virtual Hold system works, we can use the following concept. When peoplecall your contact center, the calls are handled by your ACD system alone (ACD Queue), the Virtual Hold system alone(Virtual Queue), or a combination of the two (Combined Queue).

Term Definition

ACDQueue(HoldingQueue)

Queue of callers being handled by the ACD alone. Incoming callers are transferred to available agents.If no agent is available, the caller is placed on hold, and waits in queue until it is his turn to speak to anagent.

VirtualQueue

Queue of callers that will be called back using the Virtual Hold software. The Virtual Queue maintainsFirst-In, First-Out (FIFO) integrity, meaning that callers places in line are marked and handled in theorder they were received. The first call that comes in is the first call that is called back.

CombinedQueue

Queue of both callers on hold and callers who opted to be called back. The callers places in line aremarked as they come in, and are either answered or called back when they have reached the front ofthe Combined Queue.

There are different modes for the Virtual Hold system that determine which queue is answered. The Normal OperationMode is to use the Combined Queue. The Combined Queue tracks both ACD and Virtual Queue calls and handles thecalls in the order they were received. Refer to the following example with incoming call times as shown.



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In the previous illustration, calls enter the system at certain times. Callers decide to hold and enter the ACD Queue, orcallers decide to receive return calls in the same amount of time as if they waited on hold and enter the Virtual Queue.The Virtual Hold system tracks the order that the calls entered the system, in the form of the Combined Queue, andtransfer calls in the correct order to an available agent. If the system only uses the ACD Queue, then only live callerswho are waiting on hold are answered by an agent. In the same way, if the system only uses the Virtual Queue, thenonly callers who requested return calls are answered by an agent. The Operation Mode determines how the systemhandles calls. Refer to the Operation mode topic in the EyeQueue ASAP Callback Settings article for more information.



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ACD Priority Queue

The Automatic Call Distributor (ACD) is a semi-intelligent system that transfers callers to the next available agent withina queue. Queues are usually set up for each business unit within a contact center, such as sales, service, or billing.Agents are attached to each of these business queues, and are a physical part of the ACD. Each business queue has itsown settings; when we refer to the ACD Queue, we are talking about one business queue.

Each ACD Queue has basic programming that tells it how to process calls from start to finish once the calls enter thequeue. As calls enter the queue, they are checked for priority and are transferred to an agent accordingly. Calls withnormal priority are placed in the ACD Holding Queue, and wait on hold until they reach the front of the queue where theyare then answered by the next available agent, unless calls with a higher priority come in. Calls that have a high prioritymove to the front of the queue (ACD Priority Queue), and are answered before any other call.

The Virtual Hold system is a separate entity from the ACD, and works by intelligently integrating with the ACD. VirtualHold cannot give calls directly to agents, as the agents are part of the ACD. Instead, Virtual Hold takes calls away fromthe ACD, assigns a priority to each of the calls, and then give the calls back to the ACD at certain places, called RoutePoints. In this manner, Virtual Hold can influence how the agents answer the calls. Callers who choose to hold areplaced in the ACD Holding Queue with normal priority. Callers who choose to receive return calls are placed in theVirtual Queue. Since callers in the Virtual Queue are not physically holding in the ACD Queue, they maintain their placesin line with Virtual Placeholders within the Virtual Hold system. When Virtual Hold sees it is time for the Virtual Queuecallers to be handled, they are called back and inserted into the ACD Queue with high priority. This puts them at thefront of the ACD Queue (ACD Priority Queue) to be handled by the next available agent. In this manner, Virtual Holdensures calls are handled in the order they are received. See Route Points below for more information.

Route Points

The Virtual Hold system is a queue manager, sending calls where they need to go, and tracking everything that happensto the calls. We can take a closer look at how Virtual Hold transfers calls to the ACD by looking at the route points.Route Points are specified locations within the ACD where the Virtual Hold system transfers calls. The Virtual Holdsystem tracks each call that comes in, and based upon the Call Flow and other Queue/System Variable settings,determines the route point where the call should be sent. Route points are also used to assist the system in making verydetailed reports of what happened to calls from start to finish.

The following diagram shows the route points and where they are located in reference to the ACD. Calls flow upwardthrough the ACD, going to and from the Virtual Hold System, eventually making their way to an agent.



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Entry Point

This is the very first route point on the ACD that consults the Virtual Hold system to determine call disposition; EntryPoints are also called Incoming Extensions. Calls hitting the Entry Point cause Virtual Hold to check the call against allof the Queue and System Variables, and Virtual Hold then routes the call to a different route point. See IncomingExtensions in the System DB Config Settings in EyeQueue article for more information.

Under Threshold Route Point (non-treated route point)

If EWT is less than the Virtual Hold Turn-On Threshold, the Virtual Hold IVR does not address the caller, and calls arerouted to this point on the ACD at the end of the ACD Holding Queue.

Choose Hold Route Point

When the Virtual Hold IVR gives callers the option to hold or receive a return call, callers who choose to hold are routedto the Choose Hold Route Point, which is at the end of the ACD Holding Queue.



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Callback Route Point

The Callback Route Point places callbacks in the ACD Priority Queue, in front of all holding calls, causing them to beanswered by the next available agent.

Equalize Route Point

This route point is only configured if the Virtual Hold Equalize feature has been implemented, which load-balancesVirtual Queue calls across multiple locations. If it is determined that the call should be transferred to another site, theVirtual Hold system transfers the call to the Equalize Route Point. This route point is configured in the ACD to send callsacross tie trunks to other locations. The other site receives the call at its Virtual Hold Entry Point.

Return Call Process and Basic Call FlowThe Virtual Hold system, as an intelligent queue manager, determines when it needs to start handling calls. When thereis little or no wait time, calls will simply be placed into the hold queue; therefore Virtual Hold does not Turn On, and letsthe ACD handle the calls. Technically, Virtual Hold is still routing the calls to the ACD, but Virtual Hold is not interactingwith the callers through its own IVR (Interactive Voice Response system). Virtual Hold does not use its IVR to givecallers the option to be called back until the Virtual Hold Turn-On Threshold is reached. See "Turn-On Threshold" in theEyeQueue ASAP Callback Settings article for more information.

When an incoming call is received, the Virtual Hold system checks the EWT and compares it to the Virtual Hold Turn-OnThreshold. If the EWT is less than the Turn-On Threshold, the Virtual Hold system puts the call in the ACD HoldingQueue. This is called the Under Threshold Route Point (non-treated route point). If the EWT is greater than the Turn-OnThreshold, then Virtual Hold Turns On and answers the call with the Virtual Hold IVR. The EWT is announced to thecaller, and the caller is then given the option to continue holding or to receive a return call in the same amount of time asif he waited on hold. If the caller chooses to hold, he is placed in the ACD Holding Queue. This is called the ChooseHold Route Point, and when he reaches the front of the queue, he is answered by the next available agent.

See Under Threshold Route Point (non-treated route point) and Choose Hold Route Point, above, for moreinformation.

When the caller opts to receive a return call, he is prompted to record his name and enter his phone number. Thesystem lets the caller know that he will be called back in a specified amount of time (announcement is made based uponEWT and the QueueSpeak Settings), and Virtual Hold disconnects the call. See QueueSpeak Settings for moreinformation.

The system continues to handle calls in the Combined Queue in the order they were received. As a Virtual Queuecallers virtual placeholder approaches the front of the Combined Queue, the system checks the Callback Thresholdsetting. The Callback Threshold is the amount of time in advance to launch a callback before its virtual placeholderreaches the top of the queue. This allows the system to get a caller on the line, and have the call ready when the next



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agent becomes available. See "Callback Threshold" in the EyeQueue ASAP Callback Settings article for moreinformation.

Once the Callback Threshold is breached (usually 45 seconds), the system grabs an outbound line and calls the phonenumber that was entered by the caller. When the phone is answered, the outbound IVR plays the callers recorded nameand requests that a button be pressed when the caller is on the line. The caller can then (1) acknowledge he is ready tospeak to a representative, (2) re-schedule the call for a later time, or (3) cancel the call. If the caller acknowledges he isready to speak to a representative, the system routes the call to the ACD Priority Queue ( Callback Route Point ), andthe caller speaks to the next available agent. If the caller reschedules the call, the system puts the call on the scheduleto be called back at the time the caller chooses. If the caller cancels the call, then the system disconnects the caller anddoes not call him back. See Callback Route Point, above, for more information.

If the return call results in the caller getting transferred to the ACD Priority Queue, rescheduling, or canceling the call,then the Virtual Hold system considers the callback to be a Successful Reconnect. If the caller does not establish that heis on the line, or if anything happens to the call that prevents the system from connecting to the caller, the call isconsidered Unsuccessful. Unsuccessful callbacks are retried until they become Successful Reconnects, or until themaximum number of retries is reached. This setting is determined by the ASAP Callback > Settings > Settings & RetryParameters. See EyeQueue ASAP Callback Settings for more information. For more information on Successful vs.Unsuccessful return calls, see Rapport Results Report.

To clarify the return call process, refer to the following illustration. Calls enter the system at the bottom of the picture andthen flow through the system. Call flow is shown with solid arrows, while call placeholders are shown with dotted lines.



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In the above example, calls were placed in either the Virtual Queue or the ACD Holding Queue based upon the callerschoice. The Combined Queue, which tracked calls from the ACD Queue and the Virtual Queue, handled calls in theorder they were received. The call in the front of the Combined Queue was a Virtual Queue call, so the system initiated



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a return call, verified the correct person was on the line, and transferred the call to the front of the ACD Queue (ACDPriority Queue) to be handled by the next available agent. You can see that the Virtual Hold system dictated how thecalls were treated, and the ACD system merely processed the calls as it received them from Virtual Hold.



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EyeQueue ASAP CallbackThe primary software package of the Virtual Hold system is ASAP Callback. ASAP Callback saves the callers place inline. Rather than waiting on hold, it gives the caller the option to be called back when its the callers turn to speak to arepresentative.

The three software sub-menus of ASAP Callback are:

Settings

The majority of retry and schedule settings are located in this section. See EyeQueue ASAP Callback Settings for moreinformation.

Call Flow Settings

The Call Flow Settings allow you to set menu options and maximum number of responses settings for menus. SeeASAP Callback Call Flow Settings for more information.

QueueSpeak Settings

QueueSpeak Settings control what the Virtual Hold IVR says to callers about Estimated Wait Time (EWT). SeeQueueSpeak Settings for more information.



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EyeQueue ASAP Callback SettingsThe Settings sub-menu contains the majority of retry and schedule settings and contains the following sections:

Settings & Retry Parameters

Business Hours

Schedule Operation Mode

Holiday Schedule

Callback Double Check Settings

Smart Features Settings

Settings & Retry Parameters

Operation Mode

Use the Operation Mode setting to set the behavior of the Virtual Hold system. The modes are described below, as wellas an indication of whether callbacks are allowed per mode:

OperationMode

DescriptionCallbacksAllowed?

NormalThe Virtual Hold system allows calls to be handled by the ACD, alone, until the EWT isgreater than the Turn-On Threshold setting (under ASAP Callback > Settings and RetryParameters > Turn-On Threshold). When the Turn-On Threshold has been breached,the Virtual Hold IVR intervenes and addresses the caller: EWT can be announced, andcallers can be given the option to be called back (ASAP Callback), to schedule a callbackat a later time/ date (Scheduled Callbacks), or to continue to wait on hold. This is thedefault operation mode.

Yes



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QueueSpeak

The Virtual Hold system treats callers when the EWT is greater than the Turn-OnThreshold setting (ASAP Callback > Settings and Retry Parameters > Turn-OnThreshold) and transfers to queue. Virtual Hold does not offer to call the caller back. If thecall is below the Turn-On Threshold setting, the caller does not hear the EWT. Toannounce EWT, use the Speak EWT Under Threshold in QSpeak Mode setting (ASAPCallback > QueueSpeak Settings). All calls in the Combined Queue continue to behandled in the order they were received (system continues to make callbacks). When youdo not want to offer callbacks, the Queue Speak Operation Mode is useful as anenhancement to the ACD Queue because it announces EWT.

Yes

Purge The Virtual Hold system does NOT greet any new calls. All new calls go to the ACDQueue. All calls in the Combined Queue continue to be handled in the order they werereceived (system continues to make callbacks). This mode is useful as the end of thebusiness day approaches: it allow the Virtual Queue to be emptied so callbacks are notmade after the business day is over. You can use the Smart Purge feature to do thisautomatically. See Smart Features, below, for more information.

Yes, withlimitation

RapidPurge

The Virtual Hold system does NOT greet any new calls. All new calls go to the ACDQueue. All callers in the Virtual Queue are immediately called back until there arenone remaining. Existing callers in the ACD Queue continue to hold until the VirtualQueue is empty. This mode can be used when your business is going to closeunexpectedly (such as closing due to inclement weather). New callers can be given anannouncement that you are closing due to the weather, while people who are waiting for acallback (and are unaware of your situation) can be handled as quickly as possible.By default, callbacks will launch at a speed of 2.2 seconds per call. If this is deemed to beeither too fast or too slow, adjustments can be made to the software.

Yes, withlimitation

Shutdown The Virtual Hold system is essentially shut down. The system can be accessed foradministration, but it does not answer any calls, or track any call information. All calls arehandled by the ACD alone, and are either answered or go to the ACD Queue. Callsreceived while the system is in this mode only appear on the Virtual Hold ExceptionReport. No real-time data is available.

No

Standby The Virtual Hold system does NOT greet any calls, but does track all call information andtransfers calls to the ACD Queue. Calls received while the system is in this mode appearas untreated calls in the Virtual Hold reports. Real-time data is available.

No

AfterHoursTM

The Virtual Hold system greets all callers, but only offers the caller the option toschedule a callback at a later time/date. This option requires that Scheduled Callbacksis installed. This mode is useful when it is after your normal business hours, and you wantto give your callers an option besides calling you back when you are open.

Yes, at alater time



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VirtualQueueTM

The Virtual Hold system allows calls to be handled by the ACD, alone, until the EWT isgreater than the Turn-On Threshold setting (under ASAP Callback > Settings and RetryParameters > Turn-On Threshold). When the Turn-On Threshold has been breached,the Virtual Hold system greets callers, and callers are not given the option to hold; theyare only given the option to be called back. Callers are put in the Virtual Queue and arehandled in the order they were received. This mode is useful when there is an excessivenumber of calls in the ACD Queue. Virtual Queue limits the depth of the ACD Queue bypreventing any more calls from going to it. You can use Smart Virtual Queue to do thisautomatically. See Smart Virtual Queue, below, and ASAP Callback Call Flow Settingsfor more information.

Yes

DateBookTM

The Virtual Hold system will greet all callers when the EWT is greater than the Turn-OnThreshold parameter (under ASAP Callback > Settings and Retry Parameters > Turn-OnThreshold). When the Turn-On Threshold has been breached, the system will offer thecaller the option to schedule a callback at a later time/date. This option requiresScheduled Callback to be installed, and Date Book to be enabled. This mode is useful, forexample, during your normal business hours where none of your agents will be availableto take calls (perhaps there is a mandatory company meeting). Date Book will give yourcallers an option besides placing their call again at a later time.

Yes, at alater time

NotifyTM The Virtual Hold system handles calls according to the Notify Settings and RetryParameters. When the Notify Operation Mode is selected, a Notify Settings Parametersscreen appears to allow you to configure the settings. Notify is used when there is anunexpected event/emergency, such as an evacuation or major outage, and customersneed to be informed of the situation. Incoming callers can hear a message, notifying themof what is occurring. Also, callers who are already in the Virtual Queue, but were notaware of the problem when they first called, can be automatically called back andinformed of the situation. An estimated time period can be set for this event, allowingEWTs to be adjusted, and the Operation Mode can be automatically changed once theevent it over. See ASAP Callback Call Flow Settings for more information.

Yes

Note:

Changes only affect the selected queue (not all queues). To change Operation Modes according to a weekly timeschedule, see Schedule Operation Mode, below. To change Operation Modes according to a specific time/date,see Holiday Schedule, below.

Queue Mode

Setting Description Valid ValuesDefaultValue



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QueueMode

Used to determine if the queue handles calls in Predictivemode. The other modes can be used with Genesysenvironments for specific situations.

Predictive, Preview,Predictive Dial, PredictiveExtDial, or Progressive

Predictive

Predictive Mode - The system launches a callback before an agent becomes available (uses Callback Thresholdsetting). This is the recommended and most efficient Queue Mode, as agents do not have to wait to be connectedto callers.

Preview Mode - The system interfaces with a Genesys Universal Routing Server (URS) and sends callbackinformation to agent desktops, allowing the agents to decide how to handle the callbacks.

Predictive Dial Mode - The system interfaces with a Genesys Universal Routing Server (URS) and a PBX with CallProgress Detection (CPD). Virtual Hold initiates a callback using the Genesys TMakePredictive Call API from aroute point. Once CPD recognizes the call is answered, the call is automatically transferred to the Callback QueueTransfer DN. In order to use this mode, the extension column of the Outgoing Trunks panel must have informationin the following format: TServerSwitchName:RoutePointDN.

Predictive Extension Dial Mode - The system interfaces with a Genesys URS. Virtual Hold initiates a callback usingthe Genesys TMakeCall API from an extension. Once Virtual Hold acknowledges the established event, the call isautomatically transferred to the Callback Queue Transfer DN using the TSingleStepTransfer or the TMuteTransfermethod (depending on the method the PBX supports).

If a CallbackTransferDN is specified in System > DB Config > Outgoing Trunks (see "Outgoing Trunks" in theSystem DB Config Settings article), the call is transferred to that destination. This destination can send the call tothe outbound callflow. If no CallbackTransferDN is specified, the call will be transferred to the Callback QueueTransfer DN configured on the call.

In order to use this mode, the extension column of the Outgoing Trunks panel must have information in thefollowing format: TServerSwitchName:ExtensionDN:CallbackQueueTransferDN.

Progressive Mode - This mode is a mixture of Preview Mode and Predictive Dial Mode, with Virtual Hold initiatingthe callback rather than the agent. The system interfaces with a Genesys Universal Routing Server (URS) and aPBX with Call Progress Detection (CPD). Virtual Hold creates a virtual call on a Virtual Route Point (VRP) andissues an EventRouteRequest, waiting for a response from T-Server/URS. When T-Server/URS sees an agentavailable (through the RequestRouteCall event), the agent is reserved and the agent information is sent back toVirtual Hold. Virtual Hold uses the agent information to initiate a callback using the Genesys TMakePredictive CallAPI from a route point. Once CPD recognizes the call is answered, the call is automatically transferred to the agent.In order to use this mode, the extension column of the Outgoing Trunks panel must have information in the followingformat: TServerSwitchName:RoutePointDN.




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Turn-OnThreshold

The number of seconds the EWT must exceed before calls are offeredVirtual Hold treatment. Enter the value in hours, minutes and seconds(hh:mm:ss).

00:00:00-23:59:59 00:00:00

CallbackThreshold

Sets the amount of time in advance to launch a callback before itsvirtual placeholder reaches the top of the queue. Enter the value inhours, minutes and seconds (hh:mm:ss).

Note: When you change the Callback Threshold, the new thresholdaffects all calls in the Virtual Hold system.

0-23:59:59 00:00:45

DefaultNumber ofAgents

The number of agents that typically staff the contact center for theparticular queue.

This setting is used along with the EWT Algorithm and EWT Settingsto determine EWT. It is used in the calculation of the initial EWT. Aftercalls have been answered, runtime data replaces this value in thearray.

Exception: If you use the Agent-Less History (3) algorithm, this settingcontinues to supply the number of agents for the array because yourACD does not provide real-time data to Virtual Hold. See EWTSettings in EyeQueue for more information about the Agent-LessHistory (3) algorithm.

Set this to the weekly average of the number of agents normallylogged in when the contact center opens.

0 1

DefaultAvg CallHandleTime

The average length of time that a caller talks to an agent for thespecified queue.

This setting is used along with the EWT Algorithm and EWT Settingsto determine EWT. It is used in the calculation of the initial EWT. Aftercalls have been completed, real-time data replaces this value in thearray. Enter the value in hours, minutes and seconds (hh:mm:ss).

0-23:59:59 00:00:45



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Max TotalAttempts

Sets the maximum number of times a callback can fail with a mixedresult before it is cleaned up and marked as a max total attempts (maxtotal combo).

0-10 5

BusyPeriod

Sets the amount of time before a callback is attempted again afterfailing to connect initially due to a busy signal. Enter the value in hours,minutes and seconds (hh:mm:ss).

0-23:59:59 00:01:00

Max BusyAttempts

Sets the maximum number of times a callback can fail with the resultof busy before being cleaned up and marked as a max busy.

0-10 3

NoAnswerPeriod

Sets the amount of time before a callback is attempted again afterfailing to connect initially due to a No answer. Enter the value inhours, minutes and seconds (hh:mm:ss).

0-23:59:59 00:01:00

Max NoAnswerAttempts

The maximum number of times a callback can fail with the result of noanswer before being cleaned up and marked as a max no answer.

0-10 2

Try AgainPeriod

Sets the amount of time before a callback is attempted again afterfailing to connect initially due to a result other than a busy signal or noanswer. Enter the value in hours, minutes and seconds (hh:mm:ss).

0-23:59:59 00:01:00

Max TryAgainAttempts

The maximum number of times a callback can fail due to a result otherthan a busy signal, no answer, or answering machine before beingcleaned up and marked as a max try again.

0-10 3

MaxAnsweringMachineAttempts

Sets the maximum number of times a callback can fail with the resultof reaching an answering machine before being cleaned up andmarked as a Max Answering Machine. Try Again period is used to retryanswering machine attempts.

0-10 2



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Business Hours

Use the Business Hours panel to specify when the queue is staffed for each day of the week. The Virtual Hold systemuses these values to schedule callbacks through Scheduled Callback and to route calls according to the Smart Purgesettings.

Enter the hours that your queue is staffed for each day of the week, making sure to enter a close time that is earlyenough to allow retry calls to take place before there are no more agents to take the calls. For instance, if your queue isno longer staffed at 9:00 P.M., and your retry settings are set to 3 attempts at 10 minute intervals, you should set yourclose time at no later than 8:30 P.M.

Changes to Business Hours affect scheduled callbacks ( Scheduled Callbacks ) and the Smart Purge feature.

Notes:

Changes only affect the selected queue (not all queues).

It is also recommended that you change the Schedule_Day voice recording to correspond to your new BusinessHours. The Schedule_Day recording plays for callers who are scheduling a callback.

To add an open/close time, click the Add button in thetop right-hand corner. This brings up a blank BusinessHours form. Select a day and enter the open time andclose time and then click Add .

To modify an existing open or close time, click on a timewithin the form to bring up the Business Hours form forthat time frame. Change the values that you want tomodify and then click Modify .

If your system has more than one Business Hours timeframe per day, you can use the < and > icons to navigateto the previous or next time frame.



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Click Close to close the form and display any submitted information (clicking Close does not submit any information).

Click Delete to remove the displayed entry.

You can have multiple open/close times for each day, but the times entered should not overlap. An example of howtimes should be entered: open 08:00 A.M. - close 05:00 P.M., open 07:00 P.M. - close 10:00 P.M.

If you have times that overlap, such as an open time of 12:00 A.M. - close 11:59 P.M., and another time of open 08:00A.M. - close 05:00 P.M., this may cause some confusion. The system opens at 12:00 A.M., opens again at 08:00 A.M.(which essentially has no effect), closes at 05:00 P.M., closes again at 11:59 P.M. (which essentially has no effect). Sothe effective Business Hours for this scenario are: open 12:00 A.M. - close 05:00 P.M.

If you would like to have your Business Hours show you as open 24 hours a day/7 days a week, enter 12:00 A.M. as theopen time, and 11:59 P.M. as the close time for each day.

Schedule Operation ModeYou can use the Schedule Operation Mode panel to have your system change Operation Modes according to a weeklytime schedule.



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To add an open/close time, click the Add button inthe top right-hand corner. This brings up a blankSchedule Op Modes form. Select a day and enterthe open time and close time and then click Add.

To modify an existing open or close time, click on atime within the form to bring up the Schedule OpMode form for that time frame. Change the valuesthat you want to modify and then click Modify.

If your system has more than one Scheduled OpMode time frame per day, you can use the < and >icons to navigate to the previous or next time frame.

Select a day and enter the appropriate information.

Click the Add or Modifybutton to submit the information to the program. (Items do not appear in the Schedule OperationMode form until you click Close.)

Click Close to close the form and display any submitted information. (Clicking Close does not submit any information.)

Click Delete to remove the displayed entry.

Note:



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Changes only affect the selected queue (not all queues).

Items may not necessarily be listed in chronological order.

For the list of Operation Modes and their descriptions, see Operation Mode, above.

Holiday ScheduleYou can use the Holiday Schedule panel to have your system change Operation Modes according to a specific time ordate. This Holiday Schedule takes precedence over any other operation schedule. Also, this schedule is date specific,so you cannot set recurring holidays without entering the specific time/date/year for each holiday.

To add a holiday time/mode change, click the Add/Modify button inthe top right-hand corner; this brings up the Holiday Schedule.Choose - New Holiday - in the Date field (see below).

To modify an existing holiday time/modechange, select the date you would like tomodify from the date drop down box.



35

Enter the requested information and click OK to submit the information to the system. (Click Close to see the submittedinformation in the Holiday Schedule panel.)

Click Close to close the form and display any submitted information. (Clicking Close does not submit any information.)

Click Deleteto remove the displayed Date and all time/mode information for that date from the schedule.

Note: Changes only affect the selected queue (not all queues).

Items may not necessarily be listed in chronological order.

Notes:

Attempts to schedule callback appointments for dates falling during a Holiday Schedule will not be accepted.

When a Holiday Schedule is added, existing Callback appointments will still be made according to the ScheduleOperation Mode of the system; e.g., in Purge Mode, callbacks would be placed; in Standby Mode, callbacks wouldnot be placed.

Holiday Schedules must be added at least eight days before the actual holidays to prevent the Date Book functionfrom scheduling callback appointments on those holidays. Callback appointments scheduled for a day that laterbecomes a holiday are made at the start of day on the first working day after the holiday.

For the list of Operation Modes and their descriptions, see Operation Mode, above.



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Callback Double Check SettingsCallback Double Check compares the phone number a caller enters for a callback to the current callback list to see if thesame phone number already exists in the Virtual Queue. Callback Double Check uses this and other information todetermine how to handle the request.

Note: Systems utilizing the VXML Interaction Server do not provide Callback Double Check for phone numbers towhich a scheduled callback already exists.

Two of the factors that determine how callback requests are handled are which interface sent the request and which (ifany) requests are pending. Refer to the following table for more details.

SendingInterface

Pending CallbackRequest

New CallbackRequest

Request Status or Result

None ASAP Accepted

None Schedule Accepted

ASAP ASAP Denied

ASAP Schedule Accepted

ASAPa ASAP Transfer to priority queue, cancel pendingrequest

ASAPa Schedule Accepted

Retry ASAP Transfer to priority queue, cancel pendingrequest

Retry Schedule Accepted

Virtual Hold IVR

Schedule ASAP Accepted



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Schedule Schedule Accepted

None ASAP Accepted

None Schedule Accepted

ASAP ASAP Denied

ASAP Schedule Accepted

ASAPa ASAP Denied

ASAPa Schedule Accepted

Retry ASAP Denied

Retry Schedule Accepted

Schedule ASAP Accepted

Platform ToolkitAPI

Schedule Schedule Accepted

a. The return call is imminent or already under way.

Two other factors that determine how callback requests are handled are the callers place in line and the remaining waittime before the system initiates a callback.

If the time remaining is less than the Callback Double Check - Time Remaining Threshold setting, then the softwareautomatically transfers the caller to the front of the line for the next available agent. The reasoning behind this: if youalready have a caller on the line, and the system is scheduled to call this person back in a minute or two, then whywaste resources initiating a return call. Why not just deal with the caller now.



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If the time remaining is more than the Callback Double Check - Time Remaining Threshold setting, the software quotesthe remaining wait time to the caller and then offer him the option to: 1) cancel the original callback and wait on hold(which puts him at the end of the line), 2) hang up and wait to receive a callback based upon his original place in line, or3) cancel the original callback and disconnect the call.

Setting DescriptionValidValues

DefaultValue

EnableCallbackDoubleCheck

Enables the Callback Double Check feature, which checks to see if a phonenumber entered by the caller is in the current callback (Virtual Queue) list. If so,the caller is considered a repeat caller, and special messages and choices aregiven to the caller in order to enhance the experience.

TRUE /FALSE

FALSE

Max InvalidResponse -CallbackDouble

Checka

Sets the maximum number of invalid attempts when the system is promptingthe caller for response once the Callback Double Check feature has beeninvoked.

0-10 2

CallbackDoubleCheck -TimeRemainingThreshold

With Callback Double Check, the remaining wait time of the caller's callback iscompared to this threshold. If the wait time is less than this value, the systemtransfers the call to the ACD Priority Queue. If the wait time is greater than thisvalue, normal Callback Double Check processing takes place.

0-99999seconds

120

CallbackDoubleCheck -Scope

Specifies which queues Virtual Hold checks for an existing callback to thephone number that the caller enters. LOCAL checks only the queue where thecall is received. GLOBAL checks all of the queues monitored by Virtual Hold.

LOCAL,GLOBAL

LOCAL

a. The Max Invalid Response - Callback Double Check value represents additional invalid attempts after the firstinvalid attempt. If you leave the variable set at the default value, there are a total of [defect value +1] attempts.



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Smart Features SettingsYou can use Smart Features to automatically transfer calls to a specific queue when a threshold is exceeded. Thesefeatures can help you control the number of calls in each queue.

Smart Features

For every new call, the Smart Features setting compares the EWT to the amount of business time left in the day, asspecified in the Business Hours section of the Settings sub-menu. If the EWT exceeds the amount of business time leftin the day, and a Smart Feature is selected, Virtual Hold does not greet the caller, and instead routes the call to thespecified location. Depending on your configuration, Virtual Hold might also play the estimated wait time before routingthe call to the specified location. This feature allows the Virtual Queue to be emptied so callbacks are not made after thebusiness day is over.

See Business Hours, above, for more information.




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SelectSmartFeature

Controls whether Smart Features are enabled, causing calls to route to thespecified location instead of to the IVR when the current EWT extendsbeyond the current business hours.

Smart Purge routes calls directly to the specified location without playing theestimated wait time. Smart QueueSpeak plays the estimated wait time andthen routes the call to the specified location.

Smart Purge,SmartQueueSpeak

SmartPurge

SmartFeatureroutescall to:

Controls whether calls route to the choose-hold route point instead of theunder-threshold route point when Smart Features are enabled.

Valid values are Holding Queue and Under Threshold Queue.

HoldingQueue, UnderThresholdQueue

HoldingQueue

Smart Virtual Queue

For every new call, Smart Virtual Queue compares the EWT to the Smart Virtual Queue Threshold. If the EWT exceedsthis value, then Smart Virtual Queue intervenes and limits the depth of the ACD Queue by preventing any more callsfrom going to it. This feature prevents an excessive number of calls in the ACD Queue by eliminating the callers abilityto hold; the caller is only given the option to be placed in the Virtual Queue and called back. See ASAP Callback CallFlow Settings for more information.

Setting DescriptionValidValue

DefaultValue

Smart VirtualQueueThreshold

Enabled if set with a value. While EWT exceeds this value, the queueswitches to the Virtual Queue Mode status. See Smart Features, above.

0-99999seconds

N/A

Smart Call Block

For every new call, Smart Call Block compares the EWT to the Smart Call Block Threshold. If the EWT exceeds thisvalue, then Smart Call Block intervenes and limits the depth of the ACD Queue by preventing any more calls from goingto it. This feature prevents an excessive number of calls in the ACD Queue by eliminating the callers ability to hold: thecaller is not given any options; he hears a prompt and then is disconnected.



41

Setting DescriptionValidValue

DefaultValue

SmartCall BlockThreshold

If set with a value, Smart Call Block is enabled. While EWT exceeds this value, thequeue automatically plays a prompt and then disconnects the caller. Note: SmartPurge must be enabled for Smart Call Block to function properly. See SmartFeatures, above.

0-99999seconds

N/A

Note:

For Smart Route Settings, see Smart Route Settings in EyeQueue.



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ASAP Callback Call Flow SettingsThe ASAP Callback Call Flow Settings section allows you to set menu options and max settings for menus, and containsthe following sections:

ASAP Callback Call Flow Settings

Dial Extension Settings

ASAP Callback Call Flow SettingsVirtual Queue is a Virtual Hold Operation Mode that only allows callers the option to receive return calls in the sameamount of time as if they waited on hold. For more information about Operation Modes, see EyeQueue ASAP CallbackSettings.The following settings pertain to the Virtual Queue Mode.


DefaultValue

Virtual Queue -Offer Date Book

Controls whether Date Book is offered when the system is in Virtual QueueMode. Date Book allows callers to schedule return calls up to seven days inthe future.

TRUE/FALSE

FALSE

Virtual Queue -Press Zero toHold

Controls whether callers can press 0 in the Virtual Queue Main Menua to betransferred to the holding queue when the system is in Virtual Queue Mode.

TRUE/FALSE

FALSE

Virtual Queue -Disconnect onMax InvalidAttempts

Controls whether callers are disconnected or are sent to queue uponreaching the maximum number of invalid attempts when the system is inVirtual Queue Mode. TRUE = Disconnected and FALSE = Sent to queue.

TRUE/FALSE

FALSE

a. The Main Menu settings only apply when Virtual Hold is in Normal Mode.

The following settings pertain to menu options.


DefaultValue



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Main Menu -Offer ChooseHold

Controls whether the choose-hold option is offered in the Main Menu as

option 3.aTRUE/FALSE

FALSE

Main Menu -Offer FurtherMenu

Controls whether the further option is offered in the Main Menu as option 2.a TRUE/FALSE

TRUE

Main Menu -Press Zero toHold

Transfers the caller to the ACD holding queue if the caller presses 0 in the

Main Menu.aTRUE/FALSE

FALSE

Re-enter Limit -

Phone NumberbSets the maximum number of times that a caller can re-enter his phonenumber. A caller might do this if the number read back is not the numberdesired.

0-10 3

Max NoResponse - MainMenu

Sets the maximum number of attempts a caller is allowed to enter 'nothing'

in the Main Menu before being transferred to queue.a0-10 2

Max InvalidResponse -AnsweringMachine

Sets the maximum number of invalid attempts or no responses on anoutbound connection to an answering machine before disconnecting.

0-10 1

Max InvalidResponse - MainMenu

Sets the maximum number of invalid attemptsc the caller is allowed whenselecting an option in the Main Menu.

0-10 2

Max InvalidResponse -Further OptionsMenu

Sets the maximum number of invalid attemptsc the caller is allowed when inthe Further Options Menu.

0-10 2



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Max InvalidResponse -Menu AfterDescription

Sets the maximum number of invalid attempts the caller is allowed whenlistening to the Post Description Menu.

0-10 2

Max InvalidResponse -Callback Hail

Menub

Sets the maximum number of invalid attemptsc the callback recipient isallowed when listening to the Hail Menu before disconnecting the call.

0-10 2

Max InvalidResponse -Enter Phone

Numberc

Sets the maximum number of invalid attemptsc the caller is allowed wheninputting the callback number.

0-10 4

Max InvalidResponse -Phone Number

Validationb

Sets the maximum number of invalid attemptsc the caller is allowed whenconfirming the callback number.

0-10 2

Max InvalidResponse -Callback More

Time Requestb

Sets the maximum number of times the system cycles through the hailingprompts before disconnecting and retrying according to the Try Again retrysetting. Note: With normal prompting, 6 times equals about 2 minutes.

0-10 6

a. The Main Menu settings only apply when Virtual Hold is in either Normal or VirtualQueue Mode.b. Changes to this setting affect both ASAP Callback and Scheduled Callbacks.c. This value represents additional invalid attempts after the first invalid attempt. If you leave the variable set atthe default value, there are a total of [default value + 1 attempts.

Dial Extension Settings


DefaultValue



45

DialExtensions

Determines whether to play prompts that ask the callers to input theirextension or their department number in addition to their callback number.

Disabled = play no extra prompts

Extension Mandatory = play prompt requiring extension,

Department Mandatory = play prompt requiring department

Extension Optional = play prompt requesting extension

Department Optional = play prompt requesting department number

Ext. or Dept. Optional = play prompts requesting extension or departmentnumber

Disabled,

ExtensionMandatory,

DepartmentMandatory,

ExtensionOptional,

DepartmentOptional,

Ext. orDept.Optional

Disabled

DialExtensionDelay

Sets the number of seconds that the system waits before pulsing theextension number after receiving the first positive voice detection.

0-999 3

HailExtensionDelay

Sets the number of seconds that the system waits before playing the hailingprompts after pulsing the extension number and receiving the secondpositive voice detection.

0-999 3

Re-enterLimit -Extension

Sets the maximum number of times a caller can re-enter his extensionnumber before sending the caller to queue.

0-10 3

DialExtensions- IncludeTerminator

On Outbound, whether or not to pulse a 'terminator' digit after theextension/department number. The terminator is the digit that is to be sent(DialExtension_TerminatorDigit) during the callback to let the caller's IVRknow that the entry is finished.

TRUE /FALSE

FALSE



46

DialExtensions- TerminatorDigit

Sets the terminator digit (the digit sent after the phone number) when theInclude Terminator value is set to true. Usually, # or *.

0-9, #, * #

Max NoResponse -GetExtension

Sets the maximum number of times the system waits for a valid extensionnumber before sending the call to queue.

0-10 1

Max NoResponse -RequestExtension

Sets the maximum number of times the system asks if an extension isrequired before sending the call to queue.

0-10 1

Max InvalidResponse -ExtensionHailing

Sets the maximum number of times the system cycles through the hailingprompts before disconnecting and retrying according to the Try Again retrysetting. Note: With normal prompting, 10 times equals about 2 minutes.

0-10 10

Max InvalidResponse -ValidateExtension

Sets the maximum number of times the caller can attempt to validate hisextension number before sending the caller to queue.

0-10 4

Max InvalidResponse -ExtensionHail Menu

Sets the maximum number of times a caller can attempt to transfer toqueue while listening to the Dial Extension Hail Menu.

0-10 2



47

QueueSpeak SettingsQueueSpeak Settings control what the Virtual Hold IVR says to callers about Estimated Wait Time (WT.) The differentformats of EWT and circumstances where EWT is quoted are determined by the QueueSpeak Settings. There is onlyone section under this sub-menu.

Note:

All callbacks in the system at the time QueueSpeak mode is invoked will be dialed.

QueueSpeak Settings


EWT Phrase -

Normal FileaWhen NOT speaking a range, controls which file is playedbefore the Extra EWT phrase and before the EWT is quoted.If this setting exists but is not defined, then no file is played.

N/A NormalEWTPhrase.vox

EWT Phrase -

Extra FileaWhen NOT speaking an EWT range, controls whether theExtra EWT Phrase (approximately) file is played after theNormal EWT Phrase. If this setting is not defined, or definedbut the value is null, then the file is NOT played.

N/A

EWT Range

Phrase FileaWhen speaking a range, controls which file is played justbefore the Lower EWT phrase. If this setting is defined asempty, no file is played.

N/A RangeEWTPhrase.vox

EWT RangePhrase -

Between Filea

When speaking an EWT range, controls which file is playedbefore the Upper EWT is quoted. If defined as empty, thenno file is played.

N/A BetweenRangesEWTPhrase.vox

EWT Range -Quote Units forLower EWT

When speaking an EWT range, controls whether the units forthe lower EWT (i.e. minutes, hours) are quoted.

TRUE / FALSE FALSE



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EWT Range -Speak Hoursfor Lower EWT

When speaking an EWT range, controls whether the wordhours is spoken on the Lower EWT when the lower EWT isan even hour.

TRUE / FALSE TRUE

EWT Phrase -Speak Max

EWT Filea,b

Controls which file is played in a Speak Max EWT situation. Ifthis setting is not defined, then the default plays.

N/A MaxEWTPhrase.vox

Enable Speak

Max EWTbIf set to TRUE, Speak Max EWT is enabled. If the actualEWT exceeds the value specified in Quote Max EWT Time,then that value is spoken rather than the actual EWT.

TRUE / FALSE TRUE

Quote Max

EWT TimebIf Enable Speak Max EWT is TRUE and the actual EWTexceeds the value specified here, then this value is spokento the caller as the EWT rather than the actual EWT. Enterthe value in hours and minutes (hh:mm).

00:00-99:59 03:00

EWT Phrase -Speak Min

EWT Filea,c

Controls which file is played in a Speak Min EWT situation. Ifthis setting is not defined, then the default plays.

N/A MinEWTPhrase.vox

Enable Speak

Min EWTcIf set to TRUE, Speak Min EWT is enabled. If the actual EWTis less than the value specified in Quote Min EWT Time, thatvalue is spoken rather than the actual EWT.

TRUE / FALSE FALSE

Quote Min EWT

TimecIf Enable Speak Min EWT is TRUE and the actual EWT isless than the value specified here, then this value is spokenas the EWT rather than the actual EWT. Enter the value inhours and minutes (hh:mm:ss).

00:00:00-99:59:59 00:02:00

Speak EWT inMain Menu

Controls whether the EWT is spoken prior to hearing the

Main Menu.dTRUE / FALSE TRUE



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Speak EWT inVirtual QueueMode

Controls whether the EWT is spoken (betweenVIRTUALQ_INTRO_A and VIRTUALQ_INTRO_B) just priorto hearing the Virtual Queue Main Menu when in VirtualQueue Mode.

TRUE / FALSE TRUE

Speak EWTBeforeTransferring toHold

Controls whether the EWT is spoken (between ON_HOLD_Aand ON_HOLD_B) just prior to being sent to hold.

TRUE / FALSE TRUE

Speak EWTAfter MaxInvalidResponse

Controls whether EWT is spoken when the customer istransferred to hold after reaching the maximum number ofinvalid attempts.

TRUE / FALSE TRUE

Speak EWTAfter CallbackRequest

When setting up a Virtual Queue call, controls whether theEWT is spoken after a caller records his name and just priorto the system saying 'goodbye'.

TRUE / FALSE TRUE

Speak EWT inQueue SpeakMode

Controls whether EWT is spoken when the system is inQueue Speak mode. The Queue Speak Under Threshold -Minimum EWT value must be exceeded before EWT isspoken.

TRUE / FALSE TRUE

Queue SpeakUnderThreshold

Controls whether the EWT is spoken to callers when theEWT is below the Turn-On Threshold. Once the Turn-OnThreshold has been breached, all calls receive Virtual Holdtreatment.

TRUE / FALSE FALSE

Queue SpeakUnderThreshold- Minimum EWT

Sets the minimum EWT required before EWT is spoken tocallers when the EWT is below the Turn-On Threshold. Thissetting is used by both Speak EWT in Queue Speak Modeand Queue Speak Under Threshold settings.

N/A 0

a. The .jsp files for these settings in GVP are case sensitive. Prompts will not be played if case is not followed inCallflow.



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b. In order to use the Speak Max EWT feature, EWT Phrase - Speak Max EWT File, Enable Speak Max EWTand Quote Max EWT Time must be configured.c. In order to use the Speak Min EWT feature, EWT Phrase - Speak Min EWT File, Enable Speak Min EWT andQuote Min EWT Time must be configured.d. The Main Menu settings only apply when Virtual Hold is in Normal Mode.



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EyeQueue Scheduled CallbackScheduled Callback gives the caller the ability to schedule an appointment to speak with a representative at a time andplace that is more convenient--up to seven days in the future.

Scheduled Callback return calls are called Appointments, or may also be called Scheduled Callbacks.

If your company has purchased Scheduled Callback , then the following sub-menus are available:

Call Flow Settings

Scheduled Callback Call Flow Settings control how scheduled return calls are handled, and establish the maximumnumber of invalid responses from the caller. See Scheduled Callback Call Flow Settings for more information.

Offer and Allow

The Scheduled Callback Offer and Allow sections determine when Appointment calls are offered to callers, as well aswhen Appointment calls are allowed to be scheduled by callers. See Offer and Allow for more information.



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Scheduled Callback Call Flow SettingsScheduled Callback Call Flow Settings control how scheduled return calls are handled, and establish the maximumnumber of invalid responses from the caller.

Date BookDate Book uses the following settings:


DefaultValue

Enable Date Book Enables scheduled callbacks (blanket setting). TRUE /FALSE

FALSE

EnableRescheduling

After receiving a callback, enables the option of rescheduling. TRUE /FALSE

FALSE

Main Menu - OfferDate Book

Controls whether the scheduled callback option is offered in the MainMenu as option 4.

TRUE /FALSE

FALSE

Date Book - EndCall

When set to TRUE the Date Book Menu offers the caller the choice toend the call.

TRUE /FALSE

TRUE

Date Book -Choose Hold

When set to TRUE the Date Book menu offers the caller the choice tochoose to hold and wait for an agent.

TRUE /FALSE

FALSE

Note:

There is a difference between the Date Book feature and the Date Book Operation Mode. The Date Book feature ofScheduled Callback allows any treated caller to schedule a callback/appointment. The Date Book Operation Modeforces the Virtual Hold system to ONLY allow callers the option to schedule a callback/appointment. If the EnableDate Book (Feature) setting is set to FALSE, then scheduled callbacks are not available for any caller, and VirtualHold does not treat callers if the system is put in the Date Book Operation Mode (callers are routed to the ACDQueue).



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Fast ForwardThis feature provides a caller with available time choices if the original scheduled callback request time is not available.Fast Forward starts from the time the caller tried to schedule, and speaks up to four of the next available time slots (timeslots are 15-minute intervals) for that day. The caller can then select one of those time slots, request to hear moreavailable time slots, or choose his own time. If there are no more time slots available for the day, the caller is returned tothe main menu. If the caller requests a time slot that falls on a holiday, the caller will be provided with the next availabletime slots following the holiday.

Note:

This scenario is applicable when requests arrive through Platform Toolkit. When requests arrive through thetraditional IVR, no time slots will be offered. VXML IVR is not affected by this limitation.

See "Holiday Schedule" in the EyeQueue ASAP Callback Settings article for more information about setting the HolidayOpMode.

Fast Forward uses the following settings:


DefaultValue

Enable Fast Forward This turns the Fast Forward feature on or off. TRUE /FALSE

FALSE

Fast Forward - MaxMain Menu

This defines the number of times the Fast Forward section can goback to the Main Menu.

0-10 2

Fast Forward - MaxSuggest

This defines the number of times the Fast Forward Suggestprompt can be played.

0-10 2

The following values pertain to Max Invalid Response:


DefaultValue



54

MaxInvalidResponse- InvalidTime

When scheduling (or rescheduling), the number of times an ineligible time (full timeslot, time within current EWT, after hours) can be entered. Exceeding this valueresults in being transferred to queue (or being disconnected and recalled based onthe Try Again setting).

0-10 2

MaxInvalidResponse- DateBookMenu

Sets the maximum number of times a caller is allowed to enter an invalid entrywhen the system is in Date Book mode and the caller is listening to the Date BookMenu. Exceeding this value results in being transferred to queue (or beingdisconnected and recalled based on the Try Again parameter). Exceeding thisvalue when using Date Book or After Hours results in the call being disconnected.

0-10 2

MaxInvalidResponse- AfterHoursMenu

Sets the maximum number of invalid attempts the caller is allowed when in theAfter Hours Menu. Exceeding this value results in being transferred to queue (orbeing disconnected and recalled based on the Try Again parameter). Exceedingthis value when using Date Book or After Hours results in the call beingdisconnected.

0-10 2

MaxInvalidResponse- AM/PMValidation

When scheduling (or rescheduling), sets the maximum number of invalid attemptsallowed for the caller to choose either AM or PM. Exceeding this value results inbeing sent to queue (or being disconnected and recalled based on the Try Againsetting). Exceeding this value when using Date Book or After Hours results in thecall being disconnected.

0-10 2

MaxInvalidResponse-Selectingthe Day

When scheduling (or rescheduling), sets the number of invalid attempts allowedwhen choosing the day of the week. Exceeding this value results in beingtransferred to queue (or being disconnected and recalled based on the Try Againsetting).

0-10 2



55

MaxInvalidResponse-Selectingthe Time

When scheduling (or rescheduling), sets the number of times a caller is allowed toenter an invalid time (i.e. 25:80). Exceeding this value results in being transferred toqueue (or being disconnected and recalled based on the Try Again setting).Exceeding this value when using Date Book or After Hours results in the call beingdisconnected.

0-10 2

MaxInvalidResponse- AcceptScheduleMenu

Sets the maximum number of invalid attempts the caller is allowed when listeningto the Accept Schedule Menu or Accept Reschedule Menu. Exceeding this valueresults in being transferred to queue (or being disconnected and recalled based onthe Try Again parameter). Exceeding this value when using Date Book or AfterHours results in the call being disconnected.

0-10 2

MaxInvalidResponse- AcceptScheduleFurtherOptions

Sets the maximum number of timesa that a caller can choose to return to theFurther Menu while listening to the Accept Schedule Menu or Accept RescheduleMenu.

0-10 2

a. This value represents additional invalid attempts after the first invalid attempt. If you leave the variable set atthe default value, there are a total of [default value + 1] attempts.



56

Offer and AllowDate Book controls scheduled callbacks (Appointments). If Enable Date Book (from the Scheduled Callback > CallSettings section) is set to True, the following settings are used:

Offer Date Book Allow Date Book

Offer Date BookThis schedule controls the days and times that a caller hears the option to schedule a callback. During that time period(the first three columns control this period), a caller hears the schedule callback option and selects a day and time for ascheduled callback/appointment according to the days that are selected in the panel (the columns to the right).

For example, the queue in the panel below is not staffed on weekends, or after 5 P.M. on weekdays. If a caller were tocall on Monday at 1 P.M. and choose to schedule a callback, he would then hear options to choose from the days thatare marked on the panel: Today, Tuesday, Wednesday, Thursday, Friday, and next Monday. If the caller called afterhours on Monday (after 5 P.M. and before midnight), Today should not be available for him to schedule anappointment, since no agents are staffed Today; this is why there is a separate entry without Today marked for the 5P.M. to 11:59 P.M. time frame. During this time, he would only hear options for Tuesday, Wednesday, Thursday, Friday,and next Monday.

EyeQueue User Guide Ver

eyequeue user guide version 8.0.8

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