ob desktop user guide

BUSINESS COMMUNICATIONS MANAGEMENT

OUTBOUND DESKTOPUSER GUIDE

SOFTWARE VERSION 6.0 SP4

DOCUMENT VERSION 1.2 (9.1.2009)

COPYRIGHT

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USER GUIDE TABLE OF CONTENTS

9.1.2009

TABLE OF CONTENTS1. Introduction ....................................................................................................................................................... 1

1.1. About this software.................................................................................................................. 11.2. About this guide ...................................................................................................................... 1

2. User interface..................................................................................................................................................... 3

2.1. Menu bar.................................................................................................................................. 32.2. Views ....................................................................................................................................... 3

2.2.1. Initial view .................................................................................................................. 32.2.2. Campaign view ........................................................................................................... 42.2.3. Buttons ........................................................................................................................ 52.2.4. Script view (OPTIONAL)........................................................................................... 8

3. Usage................................................................................................................................................................... 9

3.1. Getting started ......................................................................................................................... 93.1.1. Logging into CDT application .................................................................................. 103.1.2. Logging into Outbound Desktop application............................................................ 103.1.3. Changing font size .................................................................................................... 11

3.2. Selecting and joining campaigns ........................................................................................... 113.3. Making calls .......................................................................................................................... 12

3.3.1. Updating customer information ................................................................................ 133.3.2. Using Keypad buttons ............................................................................................... 143.3.3. Skipping or rejecting customers................................................................................ 143.3.4. Transferring calls ...................................................................................................... 153.3.5. Having conferences................................................................................................... 15

3.4. Executing scripts (OPTIONAL) ............................................................................................ 163.5. Wrapping up calls (afterwork)............................................................................................... 18

3.5.1. Using classifiers ........................................................................................................ 183.5.2. Adding recalls ........................................................................................................... 193.5.3. End wrapping ............................................................................................................ 21

3.6. Having a pause ...................................................................................................................... 213.7. Recording calls ...................................................................................................................... 233.8. Exiting campaigns ................................................................................................................. 233.9. Messages................................................................................................................................ 24

iSAP BCM OUTBOUND DESKTOP

USER GUIDE TABLE OF CONTENTS

9.1.2009

4. Glossary............................................................................................................................................................ 27

SAP BCM OUTBOUND DESKTOPii

USER GUIDE1. INTRODUCTION

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1. INTRODUCTION

1.1. ABOUT THIS SOFTWARE

The Outbound Desktop application is used for participating in predefined outbound call campaigns.

Administrators run (start and stop) outbound call campaigns in the CPM Administrator application. It is their responsibility to define the customer data and give the end-users appropriate rights (select the agents for executing a certain campaign). See the CPM Administrator Guide document for information on managing outbound campaigns.

This guide is for the end users (the outbound call center agents) who execute the campaigns using this application.

Some of the functions described in this guide may not be implemented in your system, or you may not have permission to use some of the functions. Furthermore, your system may include separately implemented customer-specific features that this guide does not cover. Contact the supplier or administrator for more information.

CAUTION: The software users (service providers and end-users) are fully responsible for ensuring that the services provided using this software do not violate or are not used in contravention of local legislation. The software users must acknowledge that the software collects identification data for enabling the services and their invoicing, security and troubleshooting, protecting the services against misuse and misappropriation, and further improvement of the software and services, and they must assume the full responsibility for the use of the collected data.

1.2. ABOUT THIS GUIDE

This guide is divided into the following main sections:

2. User interface (page 3) => Describes the layout and structure of the user interface.3. Usage (page 9) => Describes the software functions and instructs how to use them.4. Glossary (page 27) => Explains most frequently used terms and abbreviations.

Conventions

ITEM MARKING EXAMPLEProper nouns Italic Microsoft Windows Various user interface items (such as buttons, menus, submenus, dialog windows, tabs, and sheets)

Italic Click the Update button.

Select Start > Programs > Internet Explorer.Paths and directories Italic By default the file is located in the following

directory: C:\Documents.Values and variables Italic Replace the xyz value with the 123 value.

1SAP BCM OUTBOUND DESKTOP

USER GUIDE1.2. ABOUT THIS GUIDE

9.1.2009

CAUTION: This is an important caution.

NOTE: This is a necessary note.

HINT: This is a helpful hint.

Code examples Courier font run if xyz = 123

Some functions Bold You can use the Find and replace function for searching items.

Terminology Bold italic By default clicking refers to the left mouse button.

ITEM MARKING EXAMPLE

SAP BCM OUTBOUND DESKTOP2

USER GUIDE2. USER INTERFACE

9.1.2009

2. USER INTERFACEThe user interface has the following parts:

2.1. Menu bar (page 3)2.2. Views (page 3)

2.1. MENU BAR

The bar is always enabled and has the following menu functions:

File Reload => Refreshes the user interface. It is not recommended to use this function as you return to the initial view in an abnormal way and all unsaved data is lost. Use it only if the software is stuck and you do not want to log out before joining in the campaign again.Settings => Sets the user interface font size.Exit => Closes the application and logs you out.

Campaign List of campaigns you have permission to access.

Help Help topics => Opens a list of available user guides in the PDF format. About => Displays the name and version number of the application.

2.2. VIEWS

The application has the following views:

2.2.1. Initial view (page 3)2.2.2. Campaign view (page 4)2.2.4. Script view (OPTIONAL) (page 8)

2.2.1. INITIAL VIEW

The view appears when you log in the application. It is used for accessing campaigns:


USER GUIDE2.2.2. CAMPAIGN VIEW

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2.2.2. CAMPAIGN VIEW

The campaign view appears when you select a campaign. Typically it consists of the following parts:

1. Basic campaign information:Campaign name => Name of the campaign which the agent has joined.Round => How many times the agent has called/can call a customer. Destination =>Identification of the customer being called.Phone => The phone number being called.Transfer list => The drop-down list of contacts the agent can transfer the call to or have a conference with.Campaign remarks => Optional campaign related remarks.

2. Recall list or Previous calls list => A list of personal recalls or the calls made to the current customer.

3. Classifiers => Shows the classifier list when selected. Also recall requests are made in this area.


USER GUIDE2.2.3. BUTTONS

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Recall info => When a customer is called again due to a recall request, the remarks are displayed in this field.

4. Functional buttons => See the section 2.2.3. Buttons (page 5).5. Status bar with status and other messages.

The layout and contents, of the view depend on the campaign settings and the data the administrator has selected to be displayed. Contact the administrator for more information.

2.2.3. BUTTONS

The availability of buttons depend on the campaign settings, and your system may not use all of them. The alternative key to use the function from the keyboard is shown in brackets. When you place the cursor on a button, a tooltip displays its function.



9.1.2009

Basic buttons:

Join campaign (F3) Joins the agent to the selected campaign.

Open Customer Information (Alt+O)

Opens the dialog window for updating the customer information.

Call (F1) Starts a call.

Hang up (F2) Ends the call.

End wrap (F4) Informs the campaign that the agent has finished afterwork and is ready to make/receive a new call. This button can also be disabled so that adding a classifier ends wrapping immediately.

Recording Depending on the campaign settings, the agent may turn the recording on and off.If forced recording is used, meaning the recording is always on and the agent cannot stop it, the red recording button is displayed.

Pause (F5) Pauses the campaign for the agent temporarily.

Resume (F6) Returns the agent from a pause.

Skip customer (F7) Does not offer this customer to this agent but offers it to other agents.

Reject customer (F8) Rejects the customer from all agents.

Transfer Transfers an outbound call to the number currently selected in the Transfer list.

Start conference Starts a conference with the number currently selected in the Transfer list.

Open classifier list (F10) Opens the list of available classifiers.



9.1.2009

Buttons related to the script option:

Open recall list (F11) Displays requests to call a customer again later on.

Add recall (F12) Adds a new recall request to the recall list.

Save Saves the recall request, changes made to the customer information dialog or to a script.

Undo Deletes the changes made to the recall list or to the customer information dialog.

Leave campaign (Alt+Q) Close

Detaches the agent from the selected campaign, or closes the window for customer information dialog.

Open script (F9) Opens the campaign script.

Back to beginning (F12) Moves you to the beginning of the script.

Previous (F7) Moves you to the previous page of the script.

Next (F8) Moves you to the next page of the script.

Terminate (Esc) Closes the script without saving the changes.

Save &close (Ctrl+S) Saves the answers and closes the script.


USER GUIDE2.2.4. SCRIPT VIEW (OPTIONAL)

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2.2.4. SCRIPT VIEW (OPTIONAL)

The script view is available only if the campaign includes a script. It appears in the Preview mode when the Open script button is pressed, or when a call is successful. It includes the initial campaign and recall information, the question and answer fields, and various function buttons. When you place the cursor on a button, a tooltip displays its function.

The layout and contents of the view depend on the campaign settings and the data the administrator has selected to be displayed. The administrator can also define that the script view appears automatically when a customer answers a call. Contact the administrator for more information.


USER GUIDE3. USAGE

9.1.2009

3. USAGEAdministrators should provide staff with sufficient information on the contents and purpose of a campaign to obtain the right kind of results. As an agent you should know which of the following modes the campaign is run with:

Preview => Agents can view the customer data and possible scripts before making calls.Progressive => The software selects a new customer automatically and makes the new call immediately when an agent has finished the afterwork related to the previous call.Predictive => The software makes calls automatically. When a customer answers a call, it is immediately connected to a free agent.

In special circumstances also the Test mode can be used. This is for training and testing purposes only. All functions are available except Pause/Resume.

The layout and contents of the views, for example the number of buttons displayed, depend on the campaign settings. Contact the administrator for further information.

A campaign can have the following phases, see the corresponding section:

3.1. Getting started (page 9)3.2. Selecting and joining campaigns (page 11)3.3. Making calls (page 12) 3.4. Executing scripts (OPTIONAL) (page 16)3.5. Wrapping up calls (afterwork) (page 18)3.6. Having a pause (page 21)3.8. Exiting campaigns (page 23)

The informative or status messages which may appear in the status bar or in a specific message window during the campaign are listed in the section 3.9. Messages (page 24).

3.1. GETTING STARTED

NOTE: You may need to change your password due to password policies. Log on to one of the following applications to change it: Communication Desktop, System Administrator or User Administrator.

Before starting a campaign, make the following preparations:

3.1.1. Logging into CDT application (page 10)3.1.2. Logging into Outbound Desktop application (page 10)3.1.3. Changing font size (page 11)


USER GUIDE3.1.1. LOGGING INTO CDT APPLICATION

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3.1.1. LOGGING INTO CDT APPLICATION

1. Open the browser and enter the appropriate HTTP address to open the Communication Desktop (CDT) application.

Note the following:

To create a shortcut on your desktop, drag and drop the icon from the address field. Double-click the shortcut icon on your desktop to open the login window.You can also save the address into the Favorites menu in the browser. Enter your username and password and click the OK button. The Communication Desktop application appears.

2. Select the Tools - Settings - Phone - Common option, and select a contact center (CC) application.

NOTE: Executing a campaign requires that the contact center (CC) type conceptual application is selected in the CDT application, and that the application has the Outbound Desktop rights.

3. Make a test call to make sure that the phone connection works. You may also want to adjust the sound levels for inbound and outbound calls to suit your needs. See the Communication Desktop (CDT) User Guide document.

3.1.2. LOGGING INTO OUTBOUND DESKTOP APPLICATION

4. In the CDT application, click the File > Outbound Desktop (campaigns) option. The Outbound Desktop application appears.

If you have problems during the login, contact the administrator for more information. The reason may be one of the following:

You are trying to execute the software from an incorrect location.Your web browser is not supported or you are using a version which is too old.The web browser settings are invalid or insufficient.The network connections are not working properly.


USER GUIDE3.1.3. CHANGING FONT SIZE

9.1.2009

3.1.3. CHANGING FONT SIZE

You can change the font size before you join a campaign:

1. Click the File - Settings menu items.2. A dialog window opens for the font size selection. Select the size between 11 and 15 points

and click the OK button.

3.2. SELECTING AND JOINING CAMPAIGNS1. Select the appropriate campaign from the Campaign menu. The campaign view appears.

If you have problems accessing the campaign, contact the administrator to check that you have user rights for the campaign (you are among the agents selected for executing a certain campaign).


USER GUIDE3.3. MAKING CALLS

9.1.2009

2. Click the JOIN CAMPAIGN button.

3.3. MAKING CALLS

During calls you may need the following functions:

3.3.1. Updating customer information (page 13)3.3.3. Skipping or rejecting customers (page 14)3.3.4. Transferring calls (page 15)3.3.5. Having conferences (page 15)

When you have joined the campaign, the inbound channels of the CDT are automatically disabled, they are activated again when you log out of a campaign. Depending on the administrator settings, when there is congestion in the contact center, the application may pause the outbound campaign automatically and activate the inbound lines.

1. Making a call depends on the campaign mode:Preview => Click the END PREVIEW / CALL button to make the call after you have viewed the customer information. You can hear the dialing tone.

Progressive => Wait while the software starts making the call. You can hear the dialing tone.Predictive => Wait until the software allocates you the next call that a customer answers. You do not hear the dialing tone.

2. Continue with one of the following steps:If the call is unsuccessful (you do not get contact to the customer) click the HANG UP button to end the call and continue with the afterwork as described in the section 3.5. Wrapping up calls (afterwork) (page 18)If the call is successful (you make contact with the customer) and the campaign includes a script, either the script opens automatically or you must click the OPEN SCRIPT button, execute the script and continue with the afterwork as described in section 3.4. Executing scripts (OPTIONAL) (page 16).


USER GUIDE3.3.1. UPDATING CUSTOMER INFORMATION

9.1.2009

If the call is successful and the campaign does not include a script: Follow the campaign-specific instructions. If the campaign is purely informative, there is no need to update customer data during the call. To end the call, click the HANG UP button and continue with the afterwork as described in the section 3.5. Wrapping up calls (afterwork) (page 18)

3.3.1. UPDATING CUSTOMER INFORMATION

If the campaign is used for checking and modifying the customer information, make the necessary changes in the Input fields dialog window:

1. If the input window is not open, open it by clicking the Open customer information button:

2. Enter the information to the fields. 3. Click the Save and Close buttons, or cancel the changes by selecting the Undo editing button.


USER GUIDE3.3.2. USING KEYPAD BUTTONS

9.1.2009

3.3.2. USING KEYPAD BUTTONS

It may be necessary to send # or * characters or numbers as DTMF signals during a call.

1. Go to the CDT application and click the Keypad button.2. Click the number or # , * or number buttons.3. Return to the Outbound Desktop application.

3.3.3. SKIPPING OR REJECTING CUSTOMERS

If you do not want to contact a specific customer the application has allocated to you, click the SKIP CUSTOMER or REJECT CUSTOMER button. Note the following:

You cannot skip or reject a customer in the Predictive mode.The administrator defines if an agent has the right to skip or reject customers.The software offers the skipped customer to another agent, but it does not offer the rejected customer to other agents.

Skipped and rejected calls are reported as calls in reporting.


USER GUIDE3.3.4. TRANSFERRING CALLS

9.1.2009

3.3.4. TRANSFERRING CALLS

You can transfer a call to the numbers on the Transfer list drop-down list. The administrator creates the transfer lists and selects which list is used with each campaign:

1. Select the person you want to transfer the call to from the transfer list.

2. Click the Transfer button:

If the transfer button is not available, the call transfer option has not been allowed in that campaign, contact the administrator.

The transfer is either a so called blind transfer or an attended transfer, depending on the CDT setting used. In the blind transfer you cannot hear if the person you are transferring the call to answers the call or not. In the attended transfer you can inform the receiver first that you are transferring a call to him/her.

The transfer button is not available when the script is open.

3.3.5. HAVING CONFERENCES

You can connect a third party to a call with an outbound customer and thus, have a three-way conference:

1. Select the person you want to have a conference with from the transfer list:


USER GUIDE3.4. EXECUTING SCRIPTS (OPTIONAL)

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2. Click the Start conference button

The third party of the conference can be an IVR application which plays prompts and messages and either you or the customer are requested to dial in numbers or other codes. In that case, use the CDT Keypad buttons for dialling the numbers and special keys.

The conference button is not available when the script is open.

Ending conferences

To finish a conference, click the hang-up button in the Outbound Desktop application, this will also finish the Outbound Desktop call.

3.4. EXECUTING SCRIPTS (OPTIONAL)

A script is a manuscript for the phone call progression. Typically it includes information on how to handle a customer during the call, and/or a sequence of questions and answers as well as guidance on how to enter the results to the system in an appropriate way. The administrator defines the scripts (questions and answer alternatives, is the question compulsory, and so on.). Contact the administrator for further information.

1. Click the OPEN SCRIPT button if the script does not open automatically. In the Preview mode you can view the script before making a call, and start the call from the script view.

2. If the call is unsuccessful, click the TERMINATE button to terminate the script without saving the changes. Continue with the afterwork as described in the section 3.5. Wrapping up calls (afterwork) (page 18).

3. If the call is successful, follow the script and enter the answers in the prescribed way. You can use the browsing buttons PREVIOUS and NEXT to move back and forth in the script.


USER GUIDE3.4. EXECUTING SCRIPTS (OPTIONAL)

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4. When you have executed the script, click the HANG UP button. You can also enter the campaign view directly by clicking the SAVE & CLOSE button.

5. If you need to check and clarify the answers, go to the beginning and go through the script.

6. Click the SAVE & CLOSE button to save the answers and enter the campaign view. Continue with the afterwork as described in the section 3.5. Wrapping up calls (afterwork) (page 18).


USER GUIDE3.5. WRAPPING UP CALLS (AFTERWORK)

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7. Click the END WRAP button to finish the afterwork (that is, end wrapping the call). The software continues allocating calls to you.

3.5. WRAPPING UP CALLS (AFTERWORK)

3.5.1. USING CLASSIFIERS

Classifiers are used for sorting and classifying phone calls, for example, to indicate that a call requires further actions. After ending a phone call, select the appropriate option from the classifier list.

If the classifier list does not open automatically, click the Open classifier list button.If the campaign includes a scrip, the campaign administrator can select whether classifiers are used or not.

Click the OPEN CLASSIFIER LIST button (if the list is not displayed already) and select an appropriate classifier from the list. Usually the classifiers are used for sorting unsuccessful calls but the administrator may require that you must select a classifier for every call.


USER GUIDE3.5.2. ADDING RECALLS

9.1.2009

Short-cut keys

Certain classifiers can be entered quickly with short-cut keys in the numeric pad:

CLASSIFIER KEYBusy -No answer +Answering machine /Fax *

3.5.2. ADDING RECALLS

You can add a recall request, this is a note that either you or any other agent will contact the customer at a certain time.

Adding recalls manually

1. Click the ADD RECALL button to add a new recall request.

2. Enter the date or select it from the pop-up calendar.3. Select the time from the drop-down menus.4. Select whether you want the recall request to be personal (offered only to you at the defined

time) or common (offered to any agent who is free at that time).5. Enter optional free-form notes to the Remarks field.6. Click the SAVE button to save the recall.

The software displays the recall request in the Recall list until the time defined. When the customer has been contacted again and the call has been successful, the recall request disappears from the list. During the recall the appropriate information is displayed in the Recall info field.

You can add only one recall request for each unsuccessful try, and you can modify or cancel it until you have finally finished the afterwork (ended wrapping the call). After that it is not possible to modify the request.

Adding recalls automatically

You can add a recall request by selecting the classifier Agent agreed to call back to the customer. In this case the recall time is fixed and is defined by the administrator.


USER GUIDE3.5.2. ADDING RECALLS

9.1.2009

Instant recalls

You can add an instant recall request by selecting the classifier Instant recall. In this case the same customer is called again immediately after the current call.

In the Preview and Progressive modes it is possible to change the called number in the instant recalls.

Recall list

The recall list displays all your upcoming personal requests related to all campaigns you have rights for, but you can call only to the requests that are related to the campaign you are currently working in. To call other requests you have to join the appropriate campaign.

The common requests are displayed only in the call history related to the customer (there is no separate list for them). Common recall requests are campaign-specific and you cannot see the them if you are executing another campaign.

Click the Hide button in the recall list title to either hide or display the call history related to the customer.


USER GUIDE3.5.3. END WRAPPING

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3.5.3. END WRAPPING

Click the END WRAP (F4) button to finish the afterwork. The software allocates a new call to you.

Note the following about ending:

The administrator can modify the settings so that the END WRAP button is not required but instead entering a classifier finishes the afterwork, and the software then continues allocating calls to you immediately. When you execute a script or add a recall, clicking the END WRAP button is required to finish handling a customer.

3.6. HAVING A PAUSE

You can only pause from executing the campaign before you finish wrapping the call, that is, before you take in a new customer call. A pause can be started in three ways.

Starting a pause manually

1. Click the PAUSE button. The software temporarily stops allocating calls to you.

2. Click the RESUME button to resume the campaign (to continue executing it). The software continues allocating calls to you.

Using absence profiles for pausing

If the administrator has enabled it, the absence profiles can be used for starting a pause. In that case the Pause and Resume buttons are not available.


USER GUIDE3.6. HAVING A PAUSE

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Select the appropriate absence profile in the CDT application. The Outbound Desktop campaign pauses and resumes the campaign automatically after the set absence time is over.

Note the following:

An absence profile cannot be started before the current call has been handled and the classifier has been selected, the DEFAULT profile will remain even though an absence profile is selectedAbsence profiles cannot be used if the Predictive mode and the End wrap button are in use.If an absence profile is on when the campaign is started, the DEFAULT profile is resumed. The Pause and Resume buttons are not available when profiles are being used for pausing. Select an appropriate profile to start a pause.

Automatic pausing

Depending on the administrator settings, when there is congestion in the contact center, the application may pause the campaign automatically and the inbound lines are activated.

Resume the campaign manually.


USER GUIDE3.7. RECORDING CALLS

9.1.2009

3.7. RECORDING CALLS

The calls made during a campaign can be recorded. The administrator can

disable the recording function.enable recording, so that the agent can start and stop recording.force the recording function so that all campaign phone calls are recorded.connect recording to certain script answers.

CAUTION: The legislation related to data protection and privacy varies in different countries. You may need to inform the other party that a call is being recorded or that the supervising functions are in use. This may also be the case when displaying and hiding digits in phone numbers. Check the local laws and acts related to the appropriate issues.

When the recording is enabled, you can start the recording manually by clicking the green Recording button, and stop it by clicking the red one.

When the recording is disabled, the button is not displayed.

When the recording is forced, the button is red. In this case you can neither start nor stop the recording, it is always on.

The recording can be started and stopped by certain script answers. If you select the answer with the checked Recording checkbox, the recording of the current call starts independently of the recording button. The recording stops when the call is over:

3.8. EXITING CAMPAIGNS

You can only leave the campaign before you end wrapping the call, that is, take in the new customer call.

1. Click the LEAVE CAMPAIGN button to exit the campaign.


USER GUIDE3.9. MESSAGES

9.1.2009

2. If you want to start executing another campaign, select it from the menu.3. If you want to log out from the application, select the menu function File > Exit.

NOTE: If the END WRAP button is not in use, click the LEAVE CAMPAIGN button before you enter the last classifier.

The campaign is stopped automatically when the agents have gone through all customers. The system administrator may also stop the campaign temporarily. In both cases the software displays a message informing you about this.

3.9. MESSAGES

Following messages may appear in the status bar or in a specific message window:

MESSAGE WHAT TO DO?Agent removed You have left the campaign. Rejoin this or another campaign.Answer missing Answer the obligatory question.Answer saved Answer saved successfully. Ask the next question.Application is already open

You have tried to reopen the application. Join a campaign or close the application.

Call connected The call is connected. Start talking to a customer.Call disconnected The call has been disconnected. Start the afterwork.Call failed Add an appropriate classifier and possible recall request.Calling Wait until the connection is ready.Calling time ended The campaign's calling time has ended. Join another campaign, or contact the

administrator.Calling time for campaign has not started

The campaign's calling time has not started. Join another campaign, or contact the administrator.

Campaign expired The campaign has ended. Join another campaign, or contact the administrator.Campaign handled All customers of the campaign have been contacted. Join another campaign, or

contact the administrator.Campaign is closing - application will be restarted

The administrator has closed the campaign, the application will be restarted. Wait until the application has restarted and join this or another campaign, or contact the administrator.

Campaign settings updated - application will be restarted.

If the administrator changes the campaign’s dialing mode setting, the application is closed immediately and restarted using the new settings.



9.1.2009

Closed The campaign has been closed. Join another campaign, or contact the administrator.

Connected The call is connected. Start talking to the customer.Creating connection Wait and be prepared to start talking to a customer. If the waiting lasts several

minutes, contact the administrator.Day must be between 1 and 31

Enter information in the appropriate form.

Disconnected The call has been disconnected. Start the afterwork.Do you really want to delete recall?

Confirm the deleting or select cancel.

Do you really want to leave the campaign after this customer?

Confirm that you do want to leave the campaign after this customer or select cancel.

Do you really want to terminate the script

Confirm that you do want to terminate the script or select cancel.

Do you want to delete? Confirm the deleting or select cancel.Enter your password Enter your passwordEnter your username Enter your usernameFailed to create database connection

The campaign cannot be run. Contact the administrator.

Failed to initialize ClientCom

The campaign cannot be run. Contact the administrator.

Failed to join campaign - unknown error

Contact the administrator.

Forced logout Contact the administrator.Function is disabled Contact the administrator.Hour must be between 0 and 23


i n i t i a l i z i n g Wait until the campaign/connection is ready.Invalid character Enter information in the appropriate form.Invalid date format (must be dd.mm.yyyy)


Invalid time format (must be hh:mm:ss)


Invalid username or password

Re-enter username and password. If it does not help, contact the administrator.

Logged out You have logged out. If you want to continue working you must login again.Max number of agents exceeded - contact the administrator

The campaign configuration does not allow more agents, contact the administrator.

MESSAGE WHAT TO DO?



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Month must be between 1 and 12


No customers to call at the moment - join campaign again later

No customers to call at the moment - join the campaign again later on.

Only numbers and decimal points are allowed in this field


Only numeric values are allowed in this field


Only numeric values or + - ( ) are allowed


Outbound campaign is paused due to congested inbound call traffic

Outbound campaign is paused because there are too many inbound calls waiting. Answer the inbound calls. To return to the campaign press the Resume (F6) button.

Paused Outbound campaign is paused. Press the Resume (F6) button to return to the campaign.

Preview started Previewing customer data is started. After previewing, call the customer.Recall saved Recall is saved and appears on your recall list.Reload Restart the Outbound application.Retrieving data Wait for the campaign to appear. If the waiting lasts several minutes, contact the

administrator.Saving data Saving the customer data. If the waiting lasts several minutes, contact the

administrator.Script deleted There is no script. Contact the administrator.Script handled You have answered all questions of the script. Disconnect the call and either

continue with the afterwork or click the Save&end wrap (F4) button.Script saved The script is saved. Continue with the afterwork or click the End wrap (F4) button.Server is closing - application will be closed

The server is closing probably due to an error, the application will close. Contact the administrator.

Server problem - application will be restarted

The server is closing probably due to an error, the application will restart. Wait until the application has restarted and rejoin the campaign.

Try again Try again.Unknown campaign - application will be restarted

The application will be restarted. Wait until the application has restarted and rejoin the campaign.

Waiting Wait. If the waiting lasts several minutes, contact the administrator.

MESSAGE WHAT TO DO?


USER GUIDE4. GLOSSARY

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4. GLOSSARYABBREVIATION (TERM) DESCRIPTION OR SYNONYM3G (third generation) A level of development related to wireless technologies. The

preceding levels were 1G (included analog standards such as FDMA and NMT), 2G (included digital standards such as CDMA and GSM), and 2.5G (included the packet-based GPRS standard). The 3G standards include UMTS (based on GSM) and WCDMA (based on CDMA).

A number The number where the call or message comes from (the caller’s number or the source number).

Absence A status in the PRS system when a user is away or not available and cannot be reached.

ADS (Active Director Synchronizer) A service that transfers user accounts from Active Directory to the CEM database.

Agent A user who handles queue calls and interacts with customers. Usually related to contact centers.

APO (Access Point) One of the databases in the Reporting system, works as an access point for operative SQL databases and controls the DTE job.

ASP (application service provider) An enterprise that provides other enterprises or individuals remote access to application programs and services over the Internet.

Attended transfer A call is transferred to another number only after the person it is transferred to answers the phone. The call is put on hold automatically, and you can release it and continue if the other party does not answer. Compare to the blind transfer method.

Auto-allocation mode The call queue mode where you automatically get the next inbound call from the queues in which you are currently serving as an agent. The call is offered to one agent at a time. Compare to the hunt group mode.

Availability information Indicates whether a user is absent or present. Related to PRS profiles.

B number The target of the call or message (the destination number).Blind transfer A call is transferred to another number without you knowing

whether the other party answers or not. Compare to the attended transfer method.

Bridge (H.323 or SIP) A core module for connecting the registered terminal devices and the gateways to the CD core module.

C number The target of the call which is forwarded from the B number.Campaign Defines the contents of the outbound call set (such as the

customers, scripts and special rules) in the Outbound Desktop application.

CD (Call Dispatcher) The core module for low-level call handling.CDT (Communication Desktop) An end user application for enterprise telephony systems and

contact center operations.



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CEM (Contact Event Manager) The core module for top-level call handling.CEM database The system database for call handling.Chat, chatting Real-time communication between users using computing devices.Chat Server, Chat Portal Server Server components that must be installed in the system if the chat

channel is used.ClientCom The communication interface between the client-level

applications.CMC (Communication Mobile Client) An end user application for mobile phone users.Codec (coder/decoder) A module which combines analog-to-digital and digital-to-analog

conversion.Company An external customer or an internal employer in the CPM

database. Contacts are always linked to one or more companies.Connection Server (CoS) A mandatory server component that carries out communication to

the end-user interfaces CDT and CMC via a TLS-secured connection.

Contact An external customer or an internal employee in the CPM database. When internal user accounts are transferred from the CEM database to the CPM database, they are interpreted as contacts. Contacts are always linked to one or more companies.

CPM (Contact Process Manager) database

The system database for managing customer information and activities (such as tasks).

CPM Administrator An administration application related to the CPM database and predefined outbound call campaigns.

CT Outlook (Communication Toolbar for MS Outlook)

An extension application which makes it possible to use some telephony and availability functions in the MS Office Outlook application.

CTM (Communication Task Management) An end user application related to task management. It is also used for creating and maintaining customer data and personal segments.

Customer In the CPM database: an external company or contact. In the ASP system model: a separate subsystem.

Customizer, customizing file A text file in the CEM server which contains dedicated customer-specific values.

Data Collector A server component that collects reporting and monitoring data. Required if Reporting or Online Monitoring applications are used.

DB, db (database) A collection of information which is organized by using predefined rules.

Dialer A module that controls the outbound call sequence, timing and agent assignment in the Outbound Desktop application.

Directory Either a CEM directory defined in the System Administrator application, or a segment which is displayed as a contact directory in the Communication Desktop (CDT) application.

ABBREVIATION (TERM) DESCRIPTION OR SYNONYM



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DSArea (Data Staging Area) One of the databases in the DTE. Related to the Reporting application.

DTE (Data Transformation Engineer) A tool that runs the transformation process in the Reporting application.

DTMF (dual tone multi-frequency) The signals you generate by pressing the keypad of a traditional phone.

DW (Data warehouse) Information organised in datamarts for effective on-line search. Related to the Reporting application.

E-mail channel The queue type which is used for receiving and handling e-mail messages.

External agent A user who is logged into the software from an external number (mobile or fixed). External agents serve in queues remotely.

ETC (External Terminal Controller) A core module that translates the protocol used with desk phones into a protocol used with softphones. This enables that certain CDT functions such as PRS can be used with the desk phones as well.

FBR (Federation Bridge) A core module for interconnecting several BCM systems. Used in ASP systems.

GK (gatekeeper) (H.323 or SIP) A core module for registering the terminal devices to the CD core module.

GUI (graphical user interface) The graphical interface for human-computer interaction (HCI). GUIs make it easier to use the software applications compared to command-based interfaces.

GW (gateway) (H.323 or SIP) An external module for connecting the system to an external network (usually to the PSTN network).

H.323, H323 A standard protocol for audio, video, data, internet phone, and VoIP transmissions.

HA (high availability) A system or module which is operational also when uncontrolled interruptions occur.

HAC (High-Availability Controller) An infrastructure application that ensures one of the redundant virtual unit instances is running all the time.

History Database Database for saving data for Reporting and Online Monitoring applications. It is installed automatically when the CEM Database or Reporting Database is installed.

Hunt group mode The call queue mode where you can pick an inbound call from the queues in which you are currently serving at as an agent. The call is offered simultaneously to all agents who are logged into the queue. Compare to auto-allocation mode.

IA (Infrastructure Administrator) An administration application for creating the system model, and starting and stopping all components of the system.

IAP (Internet Access Point) The connection server through which the CMC application connects to the internet.




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IIS (Internet Information Server) A Microsoft server product which is used for various web-related tasks, such as managing services and sharing information.

IM (instant message) A short messages sent and delivered using the Communication Desktop (CDT) application internally in a BCM system.

Inbound Incoming (contact events).Internal Web Services (IWS) A core server component required for the communication process. IP (Internet Protocol) The method and technology for sending data between computers

on the Internet.IP phone A telephone based on IP technology.IVR (Interactive Voice Response) A system which supports interaction between the caller and the

system. For example, the caller may hear a prerecorded prompt which instructs them to enter data with the phone keypad.

LAN (local area network) A group of computing devices which are used over a shared data line within a limited geographical area.

MCTABUFF The core module required for ClientCom integrations and the task management integration. This ActiveX component is installed on a client workstation.

Mobile phone A cellular telephone.MRS (Media Routing Server) The core module for playing prompt files. It also converts the RTP

stream into a WAV file when a caller leaves a voicemail message.MSI The file format for Microsoft Windows Installer packages.MTD (Multiterminal Desktop) Functions for defining multiple terminal devices for receiving

inbound calls, and for selecting which one of the devices is used when making outbound calls. Used in the Communication Desktop (CDT) application.

NAT (Network Address Translation) An IP address used in one network (the inside network) is translated to a different IP address known in another network (the outside network). Often involves address mapping and firewall configuration to improve security.

OB Desktop (Outbound Desktop) An end user application related to predefined outbound call campaigns.

OLAP On-line analytical processing. Related to the Reporting application.

OPER_DIR The default queue for passing personal inbound calls within the BCM system

Outbound Outgoing (contact events).PBX (private branch exchange) A traditional corporate telephone system which usually includes

switchboard hardware.PDC (Predictive Dialing Controller) A CEM module which runs the outbound campaigns. Used in the

Outbound Desktop application.Person An external individual in the CPM database. Persons are not

connected to companies and are usually private persons.




9.1.2009

POP (point-of-presence) An internet access point which has a unique IP address and provides access to the rest of the Internet.

Presence A status in the PRS system when a user is free and can be reached.Prompt An audio message file in the WAV format.PRS (Personal Reachability Services) Functions related to the availability information. The selected PRS

profile tells other users if you are available or not. Used in the Communication Desktop (CDT) application and Communication Mobile Client (CMC) application.

PRS profile An absence, presence or conference profile which defines how inbound calls are handled when an appropriate profile is selected.

PSTN (public switched telephone network)

The collection of interconnected public telephone networks and systems.

Queue routing The rules for offering calls to the agents who are serving in the queues in the auto-allocation mode.

R number The term used for the original external source number (the A number) in the following special case: the system is configured to display the original number even if the call has been forwarded within the system before it is finally forwarded to another external number. Normally the system displays the personal extension number or the queue number as the source number.

Reporting An application using data warehouse technology for effective reporting.

Reporting Database Database for saving data for Reporting application.RTP (Real-time Transport Protocol) A standard protocol for audio, video, data, internet phone, and

VoIP transmissions.SBR (skill-based routing) A queue routing method in the software. The software offers calls

to the agents who are most suited to take the call.Segment A target group which is created in the CPM database and displayed

as a directory in the CDT or CMC application. It contains persons, contacts, and companies. Segments may be company-wide (created in the CPM Administrator application) or personal (created in the CDT or CTM application).

SIP (Session Initiation Protocol) A standard protocol for audio, video, data, internet phone, and VoIP transmissions.

SMS (short message service) The method for delivering short messages to mobile phones.SOAP (Simple Object Access Protocol) The method which allows an exchange of data between

applications running on different platforms.SQL (Structured Query Language) A programming language used for database queries and updates.

May also refer to a database server or program.SRTP (Secure RTP) Configuration that uses encryption in the RTP signaling.




9.1.2009

SSR (Server-side Recording) Configuration where the recorded files are saved on the server, instead of the client workstation. Enables that recording can be used for desk phones as well.

Superior-assistant A role related to special queue functions.Switchboard Traditionally hardware (a telephone routing table) for routing and

connecting calls to other users.System Administrator An administration application related to the system data and

configuration.TAPI (Telephony Application Programming Interface)

A programming interface which allows you to make telephone and video calls using computers.

TCP/IP (Transmission Control Protocol/Internet Protocol)

A method and language for sending data between computers on the Internet.

Terminal The core module required for the phone functions in the Communication Desktop (CDT) application. This ActiveX component is installed on a client workstation.

User Administrator An administration application where user accounts and their rights are created and maintained.



ob desktop user guide

Documents

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online monitoring applications

hunt group mode

cd core module

outbound desktop application

specific message window

communication mobile client

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