strata dial user manual

StrataDial VC2 Enterprise Edition User’s Manual

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without prior permission of Stratasoft.

Contents

PREFACE 1

WHAT’S NEW 2

SYSTEM OVERVIEW 3

1. STRATADIAL VC2 LAUNCHER 1

1.1. LOGGING IN TO THE LAUNCHER ............................................................................................ 1 1.2. AUTHORIZING USERS ........................................................................................................... 3

2. CONTAINER 5

3. CONTROLLER 6

3.1. DIALER STATISTICS SUMMARY ............................................................................................. 6 3.2. CHANNEL STATUS SUMMARY ............................................................................................... 7 3.3. STATION STATUS SUMMARY................................................................................................. 7 3.4. CAMPAIGN STATUS SUMMARY ............................................................................................. 8

4. MANAGEMENT 10

4.1. IMPORT ............................................................................................................................. 10 4.1.1. Importing New Data ......................................................................................................... 10 4.1.1.1 Step 1: Selecting a Campaign and Source File........................................................................ 11 4.1.1.2 Step 1a: Text Conversion ........................................................................................................ 13 4.1.1.3 Step 2: Creating an Import Profile............................................................................................ 17 4.1.1.4 Step 2a: Field Definition........................................................................................................... 18 4.1.1.5 Step 3: Naming Call List .......................................................................................................... 20 4.1.1.6 Step 4: Selecting Initial Termination Code ............................................................................... 21 4.1.1.7 Step 5: Filtering Records ......................................................................................................... 21 4.1.1.8 Step 6: Preview Records ......................................................................................................... 25 4.1.1.9 Viewing Summary Screen........................................................................................................ 26 4.1.2. Importing System and National DNC Data ...................................................................... 27 4.1.2.1 Step 1: Importing National DNC Data and locating Source File ............................................... 28 4.1.2.2 Step 2: Selecting Country Code and Telephone Field ............................................................. 28 4.1.2.3 Step 4: Selecting Initial Termination Code ............................................................................... 29 4.1.3. Creating a New Call List .................................................................................................. 29 4.1.4. Creating a New Campaign while Importing Data............................................................. 29 4.2. TABLE MANAGEMENT ........................................................................................................ 30 4.2.1. Using the Table Management Toolbar ............................................................................ 31 4.2.2. Campaigns ....................................................................................................................... 32


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4.2.2.1 Copying an Existing Campaign................................................................................................ 33 4.2.2.2 Creating a New Campaign....................................................................................................... 34 4.2.2.3 Using Fields in Campaign Tab................................................................................................. 34 4.2.2.4 Configuring Dial Settings ......................................................................................................... 36 4.2.2.5 Configuring Connection Settings.............................................................................................. 38 4.2.2.6 Configuring Connection Detection ........................................................................................... 39 4.2.2.7 Configuring Answering Machine Options ................................................................................. 39 4.2.2.8 Setting Messages for Calls ...................................................................................................... 40 4.2.2.9 Activating and Setting Notification Beeps ................................................................................ 41 4.2.2.10 Setting Up Preview Dialing ...................................................................................................... 42 4.2.2.11 Setting Caller ID....................................................................................................................... 43 4.2.2.12 Setting up IVR.......................................................................................................................... 44 4.2.2.13 Creating Alternate Telephone Numbers................................................................................... 44 4.2.2.14 Adding Verification ACD to a Campaign .................................................................................. 46 4.2.2.15 Dynamic Messaging................................................................................................................. 47 4.2.2.16 Pacing Adjustment in Dialer..................................................................................................... 48 4.2.2.17 Modifying Pacing Settings........................................................................................................ 48 4.2.3. ACD Groups..................................................................................................................... 48 4.2.3.1 Creating an ACD Group........................................................................................................... 49 4.2.3.2 Setting up Auto Attendant ........................................................................................................ 50 4.2.3.3 Sending Calls to Agent List...................................................................................................... 52 4.2.3.4 Overflow/Call Setup ................................................................................................................. 54 4.2.3.5 Configuring Transfer Setup...................................................................................................... 54 4.2.3.6 Setting up Night Mode ............................................................................................................. 55 4.2.3.7 Creating and Editing DNIS Entries........................................................................................... 57 4.2.4. Agents .............................................................................................................................. 59 4.2.4.1 Creating an Agent Profile......................................................................................................... 60 4.2.4.2 Assigning Campaigns to Agents .............................................................................................. 61 4.2.4.3 Finding or Modifying a TSR Identity ......................................................................................... 61 4.2.5. Silent Observe.................................................................................................................. 62 4.2.6. Export Wizard................................................................................................................... 65 4.2.6.1 Step 1: Selecting a Campaign and Fields ................................................................................ 65 4.2.6.2 Step 2: Creating Calculated Fields (optional)........................................................................... 65 4.2.6.3 Step 3: Creating Additional Blank Fields (optional).................................................................. 67 4.2.6.4 Step 4: Setting Filter Criteria.................................................................................................... 67 4.2.6.5 Previewing ............................................................................................................................... 69 4.2.7. Campaign Results............................................................................................................ 69 4.2.7.1 Results Database..................................................................................................................... 70 4.2.7.2 Managing Campaign Results Table ......................................................................................... 72 4.2.8. Remove Duplicate Records ............................................................................................. 74 4.2.9. Call Back Resetter ........................................................................................................... 75 4.2.10. Call Trak Archive............................................................................................................ 76 4.2.11. Purge Result Records.................................................................................................... 76 4.2.12. Update Result ................................................................................................................ 79 4.2.13. Term Codes ................................................................................................................... 79 4.2.13.1 Field Definitions ....................................................................................................................... 80 4.2.13.2 Managing Term Codes ............................................................................................................ 80 4.2.14. Exchanges ..................................................................................................................... 81 4.2.14.1 Understanding Dialing Rules ................................................................................................... 81 4.2.14.2 Creating an Exchange Entry .................................................................................................... 81 4.2.14.3 Field Definition ......................................................................................................................... 82 4.2.14.4 Finding and Modifying Records................................................................................................ 83 4.2.15. Time Zones .................................................................................................................... 83


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4.2.15.1 Field Definition ......................................................................................................................... 84 4.2.15.2 Creating or Modifying a Record ............................................................................................... 85 4.2.16. Country Codes ............................................................................................................... 85 4.2.16.1 Creating or Modifying a Record ............................................................................................... 86 4.2.17. Color Scheme for Calls .................................................................................................. 86 4.2.17.1 Modifying Color Scheme.......................................................................................................... 87 4.2.17.2 Activating Color Schemes in a Campaign................................................................................ 88 4.2.18. Translation ..................................................................................................................... 88 4.2.19. Interactive Voice Response Editor................................................................................. 88 4.2.19.1 Understanding the Interface..................................................................................................... 89 4.2.19.2 Script Buttons........................................................................................................................... 90 4.2.19.3 Building an Outbound Script .................................................................................................... 91 4.2.19.4 Editing Scripts .......................................................................................................................... 93 4.2.19.5 Advanced Scripts ..................................................................................................................... 93 4.2.20. Break Reason Codes................................................................................................... 100 4.2.21. DNC/FTC Compliance Tables ..................................................................................... 101 4.2.21.1 Managing DNC and FTC DNC Table..................................................................................... 101 4.2.21.2 Adding/Removing a Number From DNC and FTC DNC Table .............................................. 101 4.2.21.3 Adding a New Record ............................................................................................................ 102 4.2.21.4 Removing a Number .............................................................................................................. 102 4.2.21.5 Adding a List of Do-Not-Call Numbers ................................................................................... 102 4.2.21.6 Searching for DNC Numbers ................................................................................................. 103 4.2.21.7 Modifying DNC Numbers ....................................................................................................... 103 4.2.21.8 Clearing Grid.......................................................................................................................... 103 4.2.22. Bulk Call Restriction..................................................................................................... 103 4.2.23. History .......................................................................................................................... 104 4.2.23.1 Using History Utility................................................................................................................ 104 4.2.23.2 Understanding History Data................................................................................................... 105 4.3. LIST MAINTENANCE ......................................................................................................... 106 4.3.1. DNC Management ......................................................................................................... 107 4.3.2. Creating a Call List......................................................................................................... 108 4.3.2.1 Step 1: Choosing a Source File and Mapping Fields ............................................................. 108 4.3.2.2 Step 2: Filtering Records in Call List ...................................................................................... 109 4.3.2.3 Step 3: Preview...................................................................................................................... 113 4.3.3. Creating a Sequential Call List....................................................................................... 114 4.3.3.1 Randomizing Call List Numbers............................................................................................. 116 4.3.3.2 Filtering Out DNC Numbers ................................................................................................... 116 4.3.3.3 Excluding Duplicate Records in a Campaign ......................................................................... 117 4.3.4. Merging Call Lists........................................................................................................... 117 4.3.4.1 Filtering Out DNC Numbers ................................................................................................... 119 4.3.5. Dividing Call Lists by Time Zone.................................................................................... 119 4.3.5.1 Filtering Out DNC Numbers ................................................................................................... 120 4.3.6. Editing/ Rebuilding a Call List ........................................................................................ 121 4.3.6.1 Sorting Call Lists .................................................................................................................... 122 4.3.6.2 Randomizing Call List ............................................................................................................ 122 4.3.6.3 Resetting Termination Codes................................................................................................. 122 4.3.6.4 Reviewing/Updating Individual Records................................................................................. 122 4.3.6.5 Filtering Out DNC Numbers ................................................................................................... 123 4.3.7. Analyzing a Call List....................................................................................................... 123 4.3.7.1 Analyzing Data....................................................................................................................... 124 4.3.7.2 Exporting Data in DBF Format............................................................................................... 125


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4.3.7.3 Exporting Data in DAT Format............................................................................................... 125 4.3.7.4 Purging Records from the Call List ........................................................................................ 125 4.3.7.5 Backing up Records............................................................................................................... 125 4.3.8. Optimizing a Call List ..................................................................................................... 125 4.4. REPORTS ........................................................................................................................ 126 4.4.1. Printing/Previewing Reports........................................................................................... 127 4.4.1.1 Printing a Report without Preview.......................................................................................... 127 4.4.1.2 Previewing Report before Printing ......................................................................................... 127 4.4.2. Computing Agent Status ................................................................................................ 128 4.4.2.1 Talk Time ............................................................................................................................... 128 4.4.2.2 Wrap Time ............................................................................................................................. 128 4.4.2.3 Wait Time............................................................................................................................... 128 4.4.2.4 Queue Time (Hold Time) ....................................................................................................... 128 4.4.2.5 Idle Time ................................................................................................................................ 128 4.4.2.6 Login Time ............................................................................................................................. 128 4.4.2.7 Break Time............................................................................................................................. 128 4.4.2.8 Unavailable Time ................................................................................................................... 128 4.4.3. Call Back/Sales Report .................................................................................................. 129 4.4.3.1 Report Options....................................................................................................................... 129 4.4.3.2 Report Data............................................................................................................................ 130 4.4.4. Productivity Report......................................................................................................... 131 4.4.4.1 Report Options....................................................................................................................... 131 4.4.4.2 Report Data............................................................................................................................ 131 4.4.5. Sales Productivity Report............................................................................................... 134 4.4.5.1 Report Options....................................................................................................................... 134 4.4.5.2 Report Data............................................................................................................................ 134 4.4.6. User Defined Productivity Report................................................................................... 135 4.4.6.1 Report Options....................................................................................................................... 136 4.4.6.2 Report Data............................................................................................................................ 137 4.4.7. Call List Term Code Report ........................................................................................... 138 4.4.7.1 Report Option......................................................................................................................... 138 4.4.7.2 Report Data............................................................................................................................ 138 4.4.8. Campaign Term Code Report........................................................................................ 139 4.4.8.1 Report Options....................................................................................................................... 139 4.4.8.2 Report Data............................................................................................................................ 139 4.4.9. Results Term Code Count ............................................................................................. 140 4.4.9.1 Report Options....................................................................................................................... 140 4.4.9.2 Report Data............................................................................................................................ 140 4.4.10. Total Time Connected.................................................................................................. 141 4.4.10.1 Report Options....................................................................................................................... 141 4.4.10.2 Report Data............................................................................................................................ 141 4.4.11. Custom Productivity Report ......................................................................................... 142 4.4.11.1 Report Options....................................................................................................................... 142 4.4.12. Break Reason Report .................................................................................................. 143 4.4.12.1 Report Options....................................................................................................................... 143 4.4.12.2 Report Data............................................................................................................................ 144 4.4.13. Term Code/ Drop Ratio Report .................................................................................... 144 4.4.13.1 Report Options....................................................................................................................... 144 4.4.13.2 Report Data............................................................................................................................ 144 4.4.13.3 Summary Data....................................................................................................................... 145 4.4.14. Results Leads Penetration........................................................................................... 145


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4.4.14.1 Report Options....................................................................................................................... 145 4.4.14.2 Report Data............................................................................................................................ 145 4.4.15. Campaign Leads Penetration ...................................................................................... 146 4.4.15.1 Report Options....................................................................................................................... 146 4.4.15.2 Report Data............................................................................................................................ 146 4.4.16. Vox Recording/ Call ID Report..................................................................................... 147 4.4.16.1 Report Options....................................................................................................................... 147 4.4.16.2 Report Data............................................................................................................................ 148 4.4.17. Report Count by Custom Field..................................................................................... 149 4.4.17.1 Report Options....................................................................................................................... 149 4.4.17.2 Report Data............................................................................................................................ 149 4.4.18. Activity Report .............................................................................................................. 150 4.4.18.1 Report Options....................................................................................................................... 150 4.4.18.2 Report Data............................................................................................................................ 151 4.4.19. Table Listings ............................................................................................................... 152 4.4.19.1 Report Options....................................................................................................................... 152 4.4.19.2 Report Data............................................................................................................................ 152 4.4.20. FTC Call Analysis......................................................................................................... 154 4.4.20.1 Report Options....................................................................................................................... 155 4.4.20.2 Report Data............................................................................................................................ 155 4.4.20.3 Summary Data....................................................................................................................... 155 4.4.21. Custom Term Code Report .......................................................................................... 155 4.4.21.1 Report Options....................................................................................................................... 156 4.4.21.2 Report Data............................................................................................................................ 157

5. SCREEN DESIGNER 158

5.1. LAUNCHING SCREEN DESIGNER ....................................................................................... 158 5.2. UNDERSTANDING THE INTERFACE..................................................................................... 159 5.3. DESIGNING A SIMPLE SCREEN.......................................................................................... 159 5.3.1. Setting Screen Resolution ............................................................................................. 160 5.3.2. Adding Data Fields......................................................................................................... 160 5.3.3. Adding Labels ................................................................................................................ 161 5.3.4. Customizing Screen Layout ........................................................................................... 161 5.3.5. Choosing Termination Codes ........................................................................................ 162 5.3.6. Assigning Break Reason Codes .................................................................................... 163 5.3.7. Assigning the Script ....................................................................................................... 165 5.3.8. Defining Base for Agent Screen..................................................................................... 166 5.3.9. Saving a Screen............................................................................................................. 166 5.4. UNDERSTANDING THE TOOLBAR....................................................................................... 167 5.4.1. File toolbar ..................................................................................................................... 168 5.4.1.1 Creating a New Screen Setup................................................................................................ 168 5.4.1.2 Opening an Existing Screen Setup ........................................................................................ 168 5.4.1.3 Saving a Screen Setup .......................................................................................................... 168 5.4.1.4 Deleting an Existing Screen Setup......................................................................................... 168 5.4.2. Edit Toolbar.................................................................................................................... 169 5.4.2.1 Cutting out ............................................................................................................................. 169


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5.4.2.2 Copying.................................................................................................................................. 169 5.4.2.3 Pasting................................................................................................................................... 169 5.4.3. Control Toolbar .............................................................................................................. 169 5.4.3.1 Base & Apply ......................................................................................................................... 169 5.4.3.2 Web Script ............................................................................................................................. 170 5.4.3.3 External Tables ...................................................................................................................... 171 5.4.3.4 Termination Codes................................................................................................................. 172 5.4.3.5 Properties .............................................................................................................................. 174 5.4.3.6 Preview .................................................................................................................................. 174 5.4.4. Function Toolbar ............................................................................................................ 174 5.4.4.1 Pointer ................................................................................................................................... 174 5.4.4.2 Text label ............................................................................................................................... 174 5.4.4.3 Text box ................................................................................................................................. 175 5.4.4.4 Edit Box ................................................................................................................................. 175 5.4.4.5 Check box.............................................................................................................................. 175 5.4.4.6 Radio Button .......................................................................................................................... 176 5.4.4.7 Combo Box ............................................................................................................................ 176 5.4.4.8 Combo Box Properties........................................................................................................... 176 5.4.4.9 List Box .................................................................................................................................. 177 5.4.4.10 List Box Properties................................................................................................................. 177 5.4.4.11 Grid ........................................................................................................................................ 177 5.4.4.12 Date/Time picker.................................................................................................................... 178 5.4.4.13 Command Button................................................................................................................... 178 5.4.4.14 Command button properties .................................................................................................. 178 5.4.4.15 Shape Box ............................................................................................................................. 179 5.4.4.16 Image..................................................................................................................................... 179 5.4.4.17 Defining Color and Font ......................................................................................................... 180 5.5. ADD ONS ........................................................................................................................ 181 5.5.1. IC Verify ......................................................................................................................... 181 5.5.2. Credit Card Validator ..................................................................................................... 182 5.5.3. Email Sender.................................................................................................................. 184 5.5.4. Record look-up............................................................................................................... 185 5.5.5. Alternate Tel Changer.................................................................................................... 186 5.5.6. PC Charge ..................................................................................................................... 187 5.6. CONFIGURING CONTROL PROPERTIES .............................................................................. 188 5.6.1. Field Definition Screen................................................................................................... 188 5.6.2. Control Properties Screen.............................................................................................. 190 5.6.3. Additional Control Properties ......................................................................................... 191 5.6.3.1 Validation ............................................................................................................................... 191 5.6.3.2 Trigger ................................................................................................................................... 192 5.6.3.3 Required ................................................................................................................................ 193 5.6.3.4 AutoNumber........................................................................................................................... 194 5.6.3.5 Format ................................................................................................................................... 195 5.6.3.6 TAB Key................................................................................................................................. 196 5.7. MANAGING EXTERNAL TABLES ........................................................................................ 196 5.7.1. Adding a Visual Fox Pro External table ......................................................................... 196 5.7.2. Adding an External ODBC Source................................................................................. 198 5.7.3. Deleting Existing External Tables/ Relation................................................................... 201 5.7.4. Editing Existing External Tables .................................................................................... 202 5.7.5. Displaying Fields from External Tables ......................................................................... 203


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5.8. MANAGING SCREEN SETUP PROPERTIES .......................................................................... 204 5.8.1. Custom Call Tasks......................................................................................................... 204 5.8.1.1 Setting After Call Tasks ......................................................................................................... 204 5.8.1.2 Setting Start Call Tasks ......................................................................................................... 206 5.8.1.3 Setting Start Program Tasks.................................................................................................. 207 5.8.2. Call Restrictions ............................................................................................................. 208 5.8.2.1 Restricting Manual Calls ........................................................................................................ 208 5.8.2.2 Restricting Call backs ............................................................................................................ 209 5.8.2.3 Restricting ACD Group Transfers .......................................................................................... 210 5.8.3. Custom Layout Builder................................................................................................... 211 5.8.3.1 Callback field selector ............................................................................................................ 211 5.8.4. Miscellaneous ................................................................................................................ 212 5.8.4.1 Configuring General Setting................................................................................................... 213 5.8.4.2 Setting Call voice recording settings ...................................................................................... 214 5.8.4.3 Resolution.............................................................................................................................. 215 5.8.4.4 User Variables ....................................................................................................................... 216 5.8.4.5 Dialing Rules.......................................................................................................................... 217 5.9. IMPORTING/EXPORTING SCREEN SETUP ........................................................................... 219 5.10. VIEWING SCREEN SETUP ERRORS.................................................................................... 219

6. REAL TIME STATISTICS (RTS) 220

6.1. STARTING RTS................................................................................................................ 220 6.2. RTS TOOLBAR ................................................................................................................ 220 6.3. VIEWING CAMPAIGN STATISTICS ...................................................................................... 221 6.3.1. Campaign Statistics Fields............................................................................................. 222 6.4. VIEWING AGENT STATISTICS ............................................................................................ 223 6.5. VIEWING GRAPHICAL STATISTICS ..................................................................................... 224 6.5.1. Working with Graphical Display ..................................................................................... 225 6.5.2. Viewing Graphical Display for the Selected Criteria ...................................................... 226 6.5.3. Selecting Date for Statistical Data ................................................................................. 226 6.6. DATA APPEARANCE......................................................................................................... 226 6.6.1. Customizing Background Color ..................................................................................... 226 6.6.2. Customizing Sequence of Columns............................................................................... 227 6.6.3. Customizing Column Caption and Visibility ................................................................... 227 6.6.4. Adjusting Column Settings............................................................................................. 227

7. DATA SPY 228

7.1. STARTING DATASPY ........................................................................................................ 228 7.2. UNDERSTANDING THE INTERFACE..................................................................................... 229 7.2.1. Information Bar............................................................................................................... 229 7.2.2. Operations Toolbar ........................................................................................................ 229 7.3. USING VOICE MEDIA PLAYER ........................................................................................... 231 7.3.1. Opening a Vox File......................................................................................................... 232


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7.3.2. Navigating through a Vox File........................................................................................ 232 7.3.3. Adjusting Audio Quality.................................................................................................. 232

8. DIALER CONTROL CENTER 233

8.1. STARTING DIALER CONTROL CENTER............................................................................... 233 8.2. UNDERSTANDING THE INTERFACE..................................................................................... 233 8.3. DIALING .......................................................................................................................... 234 8.4. CHANNEL STATUS ........................................................................................................... 235 8.4.1. Configuring Channel Properties..................................................................................... 235 8.4.2. Channel Status Summary .............................................................................................. 237 8.4.3. Channel Status Detail .................................................................................................... 237 8.4.3.2 Fields and Sorting.................................................................................................................. 237 8.5. STATION STATUS............................................................................................................. 238 8.5.1. Configuring Station Properties ....................................................................................... 238 8.5.1.1 Viewing Attributes of a Station ............................................................................................... 239 8.5.1.2 Configuring a Station as a KTS Station.................................................................................. 239 8.5.1.3 Configuring Station as a Floating Station............................................................................... 239 8.5.1.4 Assigning Permissions to Stations......................................................................................... 240 8.5.1.5 Changing Agent/Station Campaign........................................................................................ 240 8.5.1.6 Sending Instant Messages to Agents/Stations....................................................................... 240 8.5.2. Station Status Summary ................................................................................................ 241 8.5.3. Station Status Detail ...................................................................................................... 241 8.5.4. Understanding Station Icons.......................................................................................... 241 8.5.4.1 Background Color .................................................................................................................. 241 8.5.4.2 Text........................................................................................................................................ 242 8.5.4.3 Icon Insets ............................................................................................................................. 242 8.6. CONFIG ........................................................................................................................... 242 8.6.1. Configuring Company Information ................................................................................. 242 8.6.2. Configuring Locale Settings ........................................................................................... 243 8.6.3. Configuring Transfer Settings ........................................................................................ 244 8.6.3.1 Selecting Transfer Modes ...................................................................................................... 244 8.6.3.2 Defining Inside or Outside Call Transfer Dial Strings ............................................................. 244 8.6.4. Resetting Call List Position ............................................................................................ 245 8.6.5. Viewing Current Position of Call List.............................................................................. 245

9. AGENT 246

9.1. STARTING AGENT APPLICATION ....................................................................................... 246 9.2. UNDERSTANDING THE INTERFACE..................................................................................... 246 9.2.1. Campaign Information.................................................................................................... 247 9.2.2. Status Boxes .................................................................................................................. 247 9.2.3. Agent Operations Toolbar.............................................................................................. 247 9.2.4. Call Operations Toolbar ................................................................................................. 249


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9.2.4.1 Going on Break...................................................................................................................... 249 9.2.4.2 Making a Manual Call ............................................................................................................ 250 9.2.4.3 Scheduling a Callback Call .................................................................................................... 251 9.2.4.4 Transferring/Conferencing a Call ........................................................................................... 252 9.2.4.5 Recording a Call .................................................................................................................... 254 9.2.4.6 Hanging up a Call .................................................................................................................. 255 9.2.4.7 Holding a Call......................................................................................................................... 255 9.2.4.8 Selecting Termination Code and Ending a Call...................................................................... 256 9.2.5. Receiving an Outbound Call .......................................................................................... 256 9.2.6. Receiving an Inbound Call ............................................................................................. 256 9.2.7. Using the Script.............................................................................................................. 257

10. STRATA DATABASE MANAGER 258

10.1. STARTING DATABASE MANAGER...................................................................................... 258 10.2. UNDERSTANDING THE INTERFACE..................................................................................... 258 10.3. FIXING THE DATABASE..................................................................................................... 259 10.4. SELECTING TABLES ......................................................................................................... 261 10.5. DATABASE MANAGER ...................................................................................................... 261 10.5.1. Deleting Old Records................................................................................................... 262 10.5.2. Temporarily Removing Database Constraints ............................................................. 262 10.5.3. Specifying Log File Path .............................................................................................. 263 10.6. VIEWING APPLICATION VERSIONS..................................................................................... 263 10.6.1. Selecting Operation Toolbar Buttons........................................................................... 264

11. STRATA CHECK 266

GLOSSARY 267

LIST OF FIGURES 272

INDEX 278


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prior permission of Stratasoft.

Preface

Welcome to StrataDial VC2 Enterprise Edition! This User’s Manual is designed to serve as reference for all of the major features and utilities in StrataDial system.

This document is divided into 11 sections. Section 1 explains how to launch StrataDial VC2 Launcher, start different modules and set rights and permission for StrataDial users. Section 2 and 3 explain Container and Controller applications. Section 4 provides step-by-step guide to setting up and configuring the entire StrataDial suite. Sections 5 to 11 discuss configuration, features and usage of all Strata utilities. An index, a glossary and a table of figure are also provided at the end of the document for quick reference.




What’s New The following changes have been made in SP4 release of StrataDial.

1. Break Reason Codes: The purpose of introducing ‘Break Reason Codes’ is to monitor, report and thus improve the productivity of call center agents. There was no mechanism of tracking why an agent would go on break. Thus, administrators/supervisors could not effectively monitor and report the difference in total available and productive time of an agent. The introduction of ‘Break Reason Codes’ will make it compulsory for all agents to provide a reason before going on break. This Break Reason Code would then be used to generate reports and monitor the availability and productivity of agents.

2. Prioritization of ACD Groups: The SP4 release introduces a major change in the way ACD groups are serviced. Now Administrators can assign a priority level to all ACD groups so that when two or more inbound calls are waiting in queue, the call for ACD group with higher priority level will be serviced first.

3. Integration of Custom Program Files: Administrators/supervisors can now integrate custom program files with Dial button in Agent Screen application. The integrated program file can check conditions, compute values, look up database or perform any operation that the administrator wants. This program file will be executed as soon as the agent clicks Dial button and based on the output of the program file, manual call will be allowed or blocked.

4. StrataSoft Voice Media Player: The SP4 release introduces a brand new media player in

DataSpy which not only allows administrators/supervisors to control the tempo of selected recording, but also provides control over volume and pitch of recording.

5. Screen Resolution: Administrators/supervisors can now adjust screen design resolution

according to Agent screen resolution and restrict the ability to resize Screen Designer window manually.

6. Screen Designer Interface:

a. A status bar has been included that displays the minimum and currently selected screen resolution.

b. Agent’s Operations Toolbar is added in design area to help users visualize how a screen design would actually appear in Agent Screen application.




System Overview StrataDial system is comprised of both hardware and software components. These components work together with telephone system to provide a flexible and easily managed predictive dialing system. For a list of major hardware and software components, see StrataDial Getting Started Guide.

The diagram below provides an overview of major components and their interaction with one another.

Figure 1: System Overview




1. STRATADIAL VC2 LAUNCHER StrataDial VC2 Launcher is the gateway to the StrataDial system. All StrataDial applications are accessed through Launcher. Throughout this document, any reference to opening StrataDial software will assume that Launcher is already open.

Launcher also serves as a security tool to prevent unauthorized access to the system. By default, all agents have access to the Agent Screen application through Launcher; additional software access can be granted by administrators using the configuration option from Launcher.

1.1. Logging in to the Launcher The Launcher icon is usually present on the desktop of every Supervisor station provided with StrataDial System. If Launcher icon is not present on the desktop, go to S:\StrataDial\Apps and double-click stratalauncher.exe. It will display Launcher screen containing icons of all available Strata utilities and a list of dialers.

Figure 2: StrataDial Launcher

To log in to Launcher:

1. Click to access the application.

Figure 3: StrataDial Login

2. Enter login ID and password. These should be the User ID and password, as defined in the

Security Management application or assigned to the agents. Agents do not necessarily have a password associated with their Agent ID.




3. Click to complete the login.

Figure 4: StrataDial – Logged in

Buttons associated with software purchased become active after successful login. Users can click any button to initialize the corresponding application.

Icon Description

Agent

DataSpy

Dialer Control Center

Real-Time Statistics

Quality Assurance Manager

Management

Screen Designer

Security Manager

DynaCall Client

DynaCall




Engine/Container

Controller

Voice Mail Manager

Voice File Mover

Reader Board Manager

Database Management

System Check

1.2. Authorizing Users Before authorization can be configured, users must have an Agent ID and password. For instructions on creating an Agent ID, see Section 4.2.4. Agents.

To assign, view or modify authorization:

1. In StrataDial Launcher, select Configure by clicking .This opens a new dialog box. 2. Select an agent from agents list on left. 3. Select/clear checkboxes associated with StrataDial modules to allow/restrict access. 4. Click Apply.

Important: Only authorized users can access StrataDial applications. Administrators can grant access to all or selected modules of the system to StrataDial users according to their roles.

It is recommended to restrict Agents from accessing Launcher; however, it can be set up on all computers according to business needs.




Figure 5: Authorization

Important:

• To configure authorization for multiple agents, hold down CTRL key and select the required agents to configure authorization.

• Click Select All to set authorization for all agents. • Click Reset All to clear all selections. • To hide buttons that are not accessible to user

logged in select Hide inaccessible buttons checkbox to hide buttons that are not accessible to user logged in.

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2. CONTAINER The Container and the Controller are dialing components of StrataDial. Both of these applications provide real-time status information of the entire system. This information can be helpful in resolving any dialing problems that users might encounter.

The Container screen displays Dialer Status, Session Status and the number of available channels and stations. Any problem with dialer configuration or with the connection between the Container and the Controller is also displayed on this screen.

Container can be started by clicking from Launcher.

Figure 6: StrataDial Container Screen




3. CONTROLLER Controller displays system information that can help the user resolve any dialing problems.

Controller application can be run by clicking from Launcher. Both Controller and Container must be running before dialing can be started.

Figure 7: StrataDial Controller Screen

3.1. Dialer Statistics Summary

Channels in Use Number of lines that are currently in use

Last Dial Batch It is the number of additional channels that should be launched in order to match the predicted number of agents available. This number is calculated by the dialer and can be negative.

Waiting Number of agents in waiting state

Talking It shows number of agents currently taking calls.

Active Campaigns

Number of active campaigns

Active Agents Number of currently active agents

On Break Number of agents on break

In wrap-up Numbers of agents who have hung up a call and are about to end that call




3.2. Channel Status Summary

Current Status Status of a particular channel, e.g. Active, Dialing or Idle.

Time Total time since the channel has been in use.

Call Type Type of call the channel is being used for e.g., inbound, outbound, manual or callback.

Campaign The Campaign name for which the channel is being used for

ACD Default ACD group assigned to the channel.

Number Phone Number of incoming or outgoing call on the channel

Station Name of station that is using the channel

Agent The ID of agent currently using the channel

ANI ANI number of the incoming/outgoing call on the channel

DNIS DNIS number of the incoming/outgoing call on the channel.

3.3. Station Status Summary

Station Station ID.

Logged in? Displays whether any agent is logged in on the station

Audio? Shows whether the station has audio connection established with dialer or not.

Data? Shows whether the station is accessing/saving any record from/to the database

Active Shows whether the station is active

Computer ID Name of the computer being used as a station

Campaign The Campaign name for which the station is being used

Call Type Type of call the station is being used for

Time Time since the station has been in use.

Status It shows the status of the station i.e. talking, on break etc.

Agent ID ID of the logged in agent against each station

Agent Name Name of the agent logged on to the station.




3.4. Campaign Status Summary

CID Campaign ID.

Activity Status Current status of campaign

Min Pitch Time after which an active call is counted as a Pitch

Min Pace Minimum number of lines set to use per agent.

Max Pace Maximum number of lines set to use per agent.

Pacing Current number of lines per agent

DR Goal Desired drop ratio goal.

OB DR Current Outbound Drop Ratio

OB CR Current Outbound Connect Ratio.

Aggressive? Current outbound call pattern in terms of dialing pace It can be either ‘yes’ or ‘no’, where ‘yes’ indicates an aggressive fast dialing pace and ‘no’ indicates a non-aggressive slow dialing pace.

OB Dials Total number of Outbound dials.

OB Avg DHT Outbound Average Dial Hold Time; shows how long a call was on hold before being patched to an agent or disconnected for all calls dialed.

OB Avg DTCT Outbound Average Dial Time to Connect; shows how long does it take on average to dial the number and achieve a result for all calls dialed.

OB Connects Total number of Outbound Connects

OB Drops Total number of Outbound Drops

OB Avg CHT Outbound Average Connects Hold Time; shows on average how long was the remote end on hold before being patched for those calls that went to an agent.

OB Avg CTTC Outbound Average Connect Time To Connect; shows on average how long it takes to dial the number and get an answer on the remote end for those calls that went to an agent.

OB Avg WT Outbound Average Wait Time

OB Avg TT Outbound Average Talk Time

OB Avg WUT Outbound Average Wrap-Up Time




Active Calls Current total number of active calls

Lines in Use Current total number of lines in use

Dialing Current number of outbound dials

Agents Current number of agents logged in.

Break Pending Current number of agents waiting to go on break

On Break Current number of agents on break

Waiting Current number of agents waiting for a call

Outbound Current number of agents waiting for outbound calls

OB Predicted Number of agents predicted to be available at the next dial cycle completion.

Preview Pool Number of preview agents that are available to take a preview calls.

Preview Pending Number of preview agents that are next to take a preview call.

Preview Waiting Number of agents waiting for a preview call

Talking Current number of lines that are in talking state

Wrap up Current number of agents in Wrap Up time

Call list Name of call list in use

Position Current record position in call list

Remaining Number of records remaining in the call list

Queue Number of queued local numbers records from the call list that are local numbers and were skipped because no local channels available at the time.

LD Queue Number of long distance telephone numbers that are queued for dialing and were skipped in the first attempt because no long distance channels were available




4. MANAGEMENT The Management utility allows the users to access, review, and modify their entire store of data, import new data, manage call lists, and generate reports. To access Management, open the VC2 Launcher and log in. Click Management. This will open the Management toolbar.

Figure 8: Management Toolbar

The status bar at the bottom of the toolbar contains two pieces of information:

1. Ready display indicates that Management application is able to access all required tables. 2. Dialer Connected indicates that Management application is currently connected to the

dialer.

The function of each toolbar button will be covered in the sections below.

4.1. Import Data from outside sources must be converted into a format the StrataDial System can read. Each campaign’s results database is in .dbf format, but raw data may be an Excel spreadsheet (.xls), a comma-delimited file (.csv), a character delimited files or a data file (.dat) containing fixed width data.

The Import Wizard allows the users to import new data and National Do Not Call data into the StrataDial System. It also allows the users to create new Campaign and new Call List while importing data.

4.1.1. Importing New Data The table given next guides the user through the steps involved in importing new data into the system. Detail of these steps follows next.

Step 1 – Select a campaign and source data

Select a campaign to import data into and a source data file to import data from

Step 1(a) – Perform text conversion

Covert source data to Dialer compatible format. This is applicable only if you have selected comma separated, fixed width or delimited file type in Step 1

Step 2 – Create/select an Import Profile

Select an import profile to filter fields during import and also specify if leads being imported are exempt from FTC or campaign DNC list. You need to create a new Import Profile if you are running Import Wizard for the first time

Step 2(a) – Define database fields Match fields in your source data with corresponding fields in target data

Step 3 – Name your If a call list of imported records needs to be created then name call list




call list

(Optional)

in this step

Step 4 – Assign initial Termination Code

Select initial termination code that will be assigned to all records imported in the database

Step 5 – Filter your records Specify a criteria to filter out unwanted records

Step 6 – Preview data Preview imported records and select errors that need to be logged

Step 7 – View Summary View summarized result

Data can be imported by using Import Wizard from the Management utility. The wizard starts at Step One.

Figure 9: Import - Step 1

4.1.1.1 Step 1: Selecting a Campaign and Source File

This step provides the option of creating a new campaign or using an existing campaign to add new data from a Native or an ODBC source. Data can also be imported from a Do Not Call list.

1. Creating a new campaign c. Type a unique three-letter code in the Campaign list box. This will become the

Campaign ID of the new campaign. The first character of the Campaign ID must be a letter. The remaining characters can be alphabetic or numeric characters. Examples: Valid Campaign IDs: ABC, Z99, R9Q Invalid Campaign IDs: 123, 9AB Similarly, A2 is also an invalid name as it consists of two letters instead of three.

d. If the typed Campaign ID is already in use, the Campaign Description will populate automatically with the old campaign description.

2. Using an existing campaign Click the down arrow to view a list of Campaign IDs. After selecting a campaign, the campaign description will appear in the box to the right.




3. Importing a Do Not Call List Select DNC Import checkbox. This will lead to Importing System and National DNC Data.

4. Select a data source: Native or ODBC. Data source selection will lead to two different scenarios i.e. Native Import and ODBC Import.

If data is being imported from some outside source, then a connection or a Data Source should be built before importing any database file into the StrataDial System. Select a data source from the list of available data sources and click OK, it will move onto the next step for selecting the database.

Figure 10: Selecting Campaign and ODBC

If no database is provided at setup, then click Select from the figure given above to open an existing database. A window will prompt to choose a database file when connecting to the data source. In the example given below, MS Access Database is selected. Click OK once finished.

Figure 11: Select Data Source

Selecting Database

Specify the path of the existing database file. Select a drive from the Drives list box as shown in the figure given next. All the directories that are present in that drive will be displayed in the Directories area. Select the directory where database file is located. Name of the selected database will be displayed in the Database Name text field. In the example shown next, the database name is StrataTel.mdb that is located at S:\StrataTel.mdb.




Figure 12: Select Database

Select one of the following checkboxes if required: 1. Read only: Designates the database as read-only to prohibit any updates. 2. Exclusive: When selected, the database opens in Exclusive mode, which limits access to

one user at a time and improves performance. When cleared, the database is opened in Shared mode and can be accessed simultaneously by multiple users.

Once finished, click OK. It will open a new dialog box for selecting the ODBC table as shown below.

Selecting ODBC Table/View

Figure 13: Select ODBC Table

All the tables or views that are present in the database will be displayed in the ODBC table or view dialog box. Select a table or view as required and click OK to go back to Step 1 of the Import Wizard. The ODBC selected can now be seen in the Source File field. Once the database is selected, click Next. It will lead to step 2 for creating the Profile of the database.

4.1.1.2 Step 1a: Text Conversion

This step is only required if a text (ASCII), data (.dat), an Excel (.xls) or a comma-delimited (.csv) file is being imported. These files need to be converted into a DBF format first before importing the data. There are three types of text conversions.

1. Fixed width 2. Delimited 3. Comma separated




Selecting Fixed Width Text Conversion Fixed width text conversion is used when the data fields of the selected source file are aligned in columns. Choose row number from which data is to be imported from Begin Import at Row spin box. If Row 1 is a header row, as in the example below, select Begin Import at Row 2. Specify total number of fields to be imported in the Total Fields to Import text field. Select Use a specific Line as column names check box. Select the required line number to use for column name from Line to use column name spin box. In the example given below, line 1 of the grid is selected for the column name.

Figure 14: Import - Step 1a

Click Next; it will open a new screen as shown below.

Figure 15: Selecting Template

After converting the file into the DBF format, create the profile of the text file data. There are two ways of creating the profile. These are Define New Format and Use Old Template.

1. If Define New Format is selected, it will lead to Step 1b of the text conversion as shown in figure 16.




Figure 16: Import - Step 1b

a. In the Field Name list box, specify names of all the data values displayed in the grid.

The Start and End spin box takes the starting and ending position of the data. Select data in the grid or type Start and End position of the data fields in the spin box and save it. Once finished, click Save. It will take you to Step 2 of the Import Wizard.

2. If Use Old Template is selected, a screen similar to the one given below will appear. User will have to select one template from the pre-defined templates of the Import Wizard. Click Next, it will move onto Step 2 of the Import Wizard.

Figure 17: Selecting Old Template

Selecting Delimited Text Conversion Delimited text conversion is used when data fields of the selected file are separated by a character. From Begin Import at Row spin box, choose row number from which data is to be imported from the grid. If Row 1 is a header row, as in the example given next, select Begin Import at Row 2. Specify delimited character and total number of fields to be imported in the text fields. Select Use a specific Line as column names check box as highlighted in the figure given




below. Select the required line number to use for column name from the Line to use column name spin box. In the example given below, line 1 of the grid is selected for the column name.

Figure 18: Delimited Text Conversion

Click Next; it will take the user to a new screen.

After converting the file into the DBF format, create the profile of the text file data. There are two ways of creating the profile. These are Define New Format and Use Old Template.

1. If Define New Format is selected, it will open the Define Imported Fields screen as shown in figure given below.

a. The columns will be named Column1, Column2, etc., by default as shown in the screen given below.

Figure 19: Defining Imported Fields

b. Click each column and specify a new name to it in the Field Name box. Repeat for each column, and then click Save.




2. If Use Old Template is selected, the Use Template screen will appear. User will have to select one template from the pre-defined templates of the Import Wizard. Click Next.

After completing the text conversion of data, click Save. This will lead to Step 2 of the Import Wizard.

Selecting Comma Separated Text Conversion Comma Separated text conversion is used when source data fields of the selected file are separated by a comma. Choose first row of data to be imported. If Row 1 is a header row, as in the example below, select Begin Import at Row 2. Specify the total number of fields to import using Total Fields to import spin box as highlighted in the figure below. Select Use a specific Line as column names check box as highlighted in the figure below. Select the required line number to use for column name from the Line to use column name spin box. In the example given below, line 1 of the grid is selected for the column name.

Figure 20: Selecting Comma Separated Text Conversion

Click Next; this will open the Define Imported Fields screen as explained earlier in Delimited Text Conversion. Once finished, it will lead to Step 2 of the Import Wizard.

4.1.1.3 Step 2: Creating an Import Profile

The Import Profile tells the StrataDial System what the imported data means. For example, there may be a field in the data called “phone,” and it is needed to tell StrataDial that “phone” is the same as “tel.” If multiple source files are being imported that have the same format, the same Import Profile can be used.

Important: The length of field names cannot exceed 10 characters. The first character must be a letter. The remaining characters can be alphabetic or numeric characters, or underscores. For example: Valid Field Names: CUST_ID, AMOUNT3, B123




Figure 21: Creating New Profile

1. Select one of the following check boxes if required a. Select All leads are exempt from FTC Do-Not-Call to import only those numbers,

which are not in the FTC Do-Not-Call list. b. Select All leads are exempt from campaign Do-Not-Call to import only those

numbers, which are not in the campaign Do-Not-Call list. This is Campaign specific. 2. Use an existing profile.

a. Type in the profile name or select the profile name from the Import Profile list box. b. Click Review to verify if field name mapping is accurate. This will lead to Step 2a of

the Import Wizard. c. If the error message: “Import profile doesn’t match with Source File” appears, it

means the source data format does not match the format stored in the selected import profile. In that scenario, create a new profile.

Figure 22: Import Error Message

3. Create a new profile: Type a descriptive profile name in the Import Profile list box. If the name has already been used, the Review button will become active. To review mapping, select Review or click Next.

4.1.1.4 Step 2a: Field Definition

Use this screen to complete Import Profile. Field names from the source file are listed under Source Fields, and field names used by StrataDial are listed under Target Fields. Instructions for matching the fields are listed in the following section. This step will be automatically skipped for DNC imports.




Figure 23: Field Definition

To match up the source and target fields: 1. Select a field from a list of Source Fields and double-click it. The field will move to the

Source side of Selected Fields. 2. Find the matching Target Field and double-click. The name will move to the Target side of

Selected Fields. In the example above, the Source Field “Tel” is matched to the target field “Tel.” Once a Target Field has been selected, it cannot be used again.

3. Double-click a field to remove it from Selected Fields. 4. To add a new field name, select the new Source Field name, then scroll to the bottom of

Target Fields, and select “New Field.” 5. To generate a Sequential Unique ID, select “Sequential” from the list of Source Fields (this

is a default StrataDial entry, not an actual field in the source table). Select “UniqueID” from the Target Fields.

6. The only required target field is TEL 7. If there is no country code field, or if records in the source file are missing a country code,

then a country code must be entered in the Country Code field. 8. Click Clear Mapping in order to clear Selected Fields area. 9. Auto Field Mapping automatically maps all those source fields that are common in name

with the target fields of the StrataDial application. 10. When finished, click Save to move on to the next step. Click Cancel to move to step one or

Back to move to the previous interface.

Important: Do not map a Source Field to Unique ID if it is not unique. This will result in loss of data during import.

�




4.1.1.5 Step 3: Naming Call List

Figure 24: Naming Call List

Step 3 is optional. A Call List can be generated at this time during import. 1. To skip Step 3, click Next. 2. Create a new Call List.

a. Click Save As. This will open a browse dialog box. b. Enter a unique name for the Call List. Note that a Call List name can only be eight

characters long. c. Click Save.

3. Replace or add records to an existing Call List. a. Click Save As. b. Select the Call List in which you want to add/replace records. c. Click Save. d. Select the Replace option at the bottom of the screen to overwrite an existing Call

List. Select the Add to Call List option to append new records to an existing Call List.

4. The List Cost Field is not used by the StrataDial system; it is provided to keep record of the cost of list in dollars for company’s own records.

5. When finished, click Next to move onto Step 4.




4.1.1.6 Step 4: Selecting Initial Termination Code

Figure 25: Selecting Initial Termination Code

1. Select an Initial Termination Code for the new records. This Termination Code will appear in the Call List and in the Results Table. The default Termination Code for new records that have not been called is 00 that specifies ‘Never called’ numbers.

2. Replace Existing Records In Campaign. When importing new records into an existing campaign, there may be some duplication between the new records and the existing records. To replace existing records with the new information, select the Replace Existing Records checkbox.

3. Click Next.

4.1.1.7 Step 5: Filtering Records

Figure 26: Filtering Records

1. To import all records in the source table without a filter, click Next. 2. Define filter criteria to import only certain records from the source table. Filters work by

comparing the value in the selected source table field to a value entered by the user. Records that match the criteria will be imported, and all other values will be rejected. In




case, user enters an invalid criteria (e.g. cases where source table field data type does not match that of entered value) the value is highlighted with red color and an ‘Error in Expression” error message is displayed. In that case, change value type or the operator. There are three parts of a filter criterion: the source table field, the criteria, and the value. To illustrate the filter selection process, we will set one criterion to import only records with country not equals to 6.

a. Use the Field Name list box to select the name of the field to be filtered. Only fields that appear in the preview window can be selected. In the example given above, the field name is COUNTRY.

b. Use the Criteria list box to choose an operation. In the example given above, we have chosen the EXACTLY EQUAL. All available operators are listed below. To negate any of these operations, select the Not checkbox. In other words, instead of selecting all COUNTRY records that are EXACTLY EQUAL to 6, we could select all COUNTRY records that are NOT EXACTLY EQUAL to 6. The table given below explains the meanings of available operators:

c. Enter a value against which the contents of the field will be compared. In the example, we have compared every country to the value 6.

d. After completing the first criterion, there are three options. 3. Click Next to continue to Step 6 with no additional criteria. 4. To create a second criterion and use both of the criteria, select AND from the AND/OR list

box. 5. To create a second criterion and use either of the criteria, select OR from the AND/OR list

box. 6. To import records in order by a specific field or multiple fields, go to the Order By tab.

Figure 27: Order by Record

Source fields are displayed on the left side of the screen. Use Add and Remove buttons to move source fields to the right side of the screen, indicating they will be used to order data. Data can also be organized in the Ascending or Descending order by selecting either Ascending or Descending order option.

7. Order by TEL field is selected by default in Order By tab if number of records to be created is limited using Miscellaneous tab. This field selection can be modified in the Order By tab. However, if number of records to be imported is limited, then removing all selected fields displays a warning message as shown next. If user clicks Yes from the warning message, the limit of the records being imported (defined in Miscellaneous tab) will be disabled and all records will be imported.




Figure 28: Order by Warning Message

8. Using the Group By tab, imported data can be grouped in rows in one or more fields based

on values.

Figure 29: Group by Records

9. The screen displayed next contains the default settings for the Miscellaneous tab.




Figure 30: Limit Records

10. To allow import of duplicate records, uncheck No Duplicate. 11. Import Wizard provides three options to limit the number of records being imported: Based

on fixed number of records, based on fixed percentage of records, and fixed number of records based on some user-selected field. The following points explain these options further.

a. To import a defined number of source records, uncheck All. Type the number of records required to import from the source file in No of Records spin box. Leave the Percent checkbox unchecked and click Next.

b. To import a defined percentage of source records, uncheck All. In the No of Records spin box, type the percentage of records required to import from the source file. Select Percent checkbox and click Next.

c. To define the number of records to be added based on one field, select the checkbox shown at the bottom left corner of the Miscellaneous tab. Fields that exist in the profile of the selected campaign will be displayed in the list box. Select any field from the list box, the remaining fields in the profile will be displayed in the disabled Group by list box.

12. To define the number of records to be added based on two fields, select Group by checkbox and select the second field from the list box. Click Next; it will open a new screen for selecting the required number of records to be imported.

Figure 31: Number of Records to Import




13. The next screen that appears displays a grid of three columns. An additional list area is displayed if two fields are selected to filter records:

14. Field: This is the field user selected in the previous step and shows every value of that field that occurs in the source file records.

15. Total Leads: This is the total number of occurrences found of the respective field value found in the source file.

16. Leads to Add: This is the number of records to import out of the total leads found. By default, all total leads found are set as total leads to import. Click the number that needs to be changed and update as required.

17. To redefine number of leads to add, click Clear Leads to Add. This sets the Leads to Add column to zero.

18. In case if user has selected two fields, Import Wizard will display all unique occurrences of the second field selected on the right side of the screen in the list area. Selection of any field in the list area updates the data in the grid to display all unique occurrences of records that have both the selected field value in the source file.

19. Click Next.

4.1.1.8 Step 6: Preview Records

Figure 32: Preview Records Screen

The Preview Window gives an opportunity to look at data before importing. The header line in the display shows Source Field names.

1. If any fields are mapped incorrectly, click Back to correct the Import Profile. 2. To keep a record of numbers that are not imported because there are duplicate numbers in

the text file, check the box next to Log duplicate records to a text file. The duplicate number file will be located in the S:\StrataDial\Logs\yyyymmdd\ directory where ‘yyyymmdd’ is the format of the date when this action was performed. The file name format will be DupeRecords_CID.DBF.

3. To keep a record of numbers that are not imported because the numbers are the failed records, check the box next to Log failed records to a text file. The failed record number file will be located in the S:\StrataDial\Logs\yyyymmdd\ directory, where ‘yyyymmdd’ is the format of the date when this action was performed. The file name format will be FailedRecords_CID.DBF.

4. To keep a record of numbers that are not imported because the numbers are invalid, select the box next to Log bad numbers in a text file. The invalid number file will be located in




the S:\StrataDial\Logs\yyyymmdd\ directory where ‘yyyymmdd’ is the format of the date when this action was performed. The file name format will be BadNumbers_CID.BAD.

5. To keep a record of numbers that are not imported because the numbers are in the Do Not Call tables, select the box next to Log Do Not Call numbers in a text file. The Do Not Call number file will be located in the S:\StrataDial\Logs\yyyymmdd\ directory where ‘yyyymmdd’ is the format of the date when this action was performed. The file name format will be InDNC_CID.DNC.

6. Status (--r/s): Displays the records per second. 7. Action on error

a. Ignore and continue: If Dialer encounters any error while importing data, it simply ignores it and continues.

b. Stop and exit: If Dialer encounters any error while importing data, it stops all the ongoing actions and exit.

c. Confirm one by one: If Dialer encounters any error while importing data, it displays a prompt to the user to confirm exit or to continue.

8. No of records: Displays the total numbers available to be imported. 9. Click Finish.

4.1.1.9 Viewing Summary Screen

Figure 33: View Summary Screen

The Summary Screen displays the following information:

Source File The name of the data file imported.

List File The name of the Call List, if one was created.

Bad # File The name of this file, if one was created.

Don’t Call # File The name of this file, if one was created.

Total Source File Records

The number of records in the Source File prior to import and filtering.

Bad Records The number of source records with invalid telephone numbers.




Don’t Call Records The number of source records present in the Do Not Call Table.

Duplicate Records Total source records that are already present in the Results Table, or duplicated within the Source File.

Records Excluded by Query

The number of records that are excluded by some query.

Records Failed During Import

The number of records that are failed during import due to some error encountered.

Net Records Imported

This number represents the Total Source File Records minus Bad Records, Don’t Call Records, and Duplicate Records.

Click Print to print the screen as shown next, or Exit to exit the screen.

Figure 34: Print Preview

4.1.2. Importing System and National DNC Data The StrataDial System accommodates three scopes of Do Not Call numbers: the National Do Not Call numbers, campaign-specific Do Not Call numbers, and system-wide Do Not Call numbers. Do Not Call data may be imported through the Import Wizard for all three scopes.

The following table summarizes the steps involved in importing Do-Not-Call numbers into the system. Detail of these steps follows next.

Step 1 – Select a source data Select a source data file to import data from.

Step 2 – Select country code and telephone field

Provide country code and select telephone number field.

Step 3 – Creating a Call List Skip this step.

Step 4 – Select initial termination code

Select initial termination code that will be assigned to all records imported in the database.




Step 5 – Filter your records Specify a criteria to filter out unwanted records

Step 6 – Preview data Preview imported records and select errors that need to be logged

4.1.2.1 Step 1: Importing National DNC Data and locating Source File

For Importing a Do Not Call List, select DNC Import checkbox as highlighted in the figure given below. Click Select for locating a source file.

Figure 35: Import DNC

After the source file has been selected, click Next for moving onto Step 2 of the Import Wizard.

4.1.2.2 Step 2: Selecting Country Code and Telephone Field

Figure 36: Select Telephone Field

After selecting a telephone field and country code, click Next, it will lead to step 4 of the Import Wizard. Step 3 in the import process is creating a call list (if required). Since no call list is generated when importing DNC numbers, therefore, Step 3 is skipped and Import Wizard goes to Step 4.




4.1.2.3 Step 4: Selecting Initial Termination Code

Figure 37: Selecting Initial Termination Code

1. Different scenarios require numbers to be barred at various levels. Some phone numbers are barred (set as Do-Not Call) from a particular campaign while others can be barred from all campaigns. StrataDial Application supports three levels of scope for Do-Not-Call numbers: Campaign specific DNC, System-wide /Global DNC and National DNC. In Step 4, define the scope of the DNC numbers being imported.

2. By default, “9*” will be selected as Initial Termcode which signifies Do-Not-Call numbers. 3. In the highlighted part of the screen, choose the appropriate DNC scope:

a. National DNC: To import data from a National Do Not Call list. b. System DNC: To import Do Not Call data that is specific to StrataDial System or

campaign, but is not required to be entered into the National Do Not Call List. c. If System DNC is selected, there is an option of importing the DNC List system-wide,

or only into one campaign. If a campaign is specified by selecting Campaign DNC, the DNC list will only be applied to that campaign. If no campaign is specified, the DNC list will be applied across all campaigns.

4. Source Key: This is a user specified field used to track the source of the DNC information. 5. Once finished, click Next. Import Wizard will lead to Step 5: Filtering Records as explained

earlier followed by the Preview.

4.1.3. Creating a New Call List Before an outbound campaign can begin, the campaign must be assigned a Call List to dial. The Call List must follow a prescribed format; otherwise, the StrataDial System will not be able to use the lists. The Import Wizard is the tool for users to convert data from many sources into the correct list format. Create a call list in Step 3 of the Import Wizard and follow all steps as explained earlier in Section 4.1.1. Importing New Data. Call Lists can also be created in List Management.

4.1.4. Creating a New Campaign while Importing Data A campaign can be created while importing data. When a campaign is created, a series of tables are created to store the campaign data. These files and folders are used by every StrataDial application. Each campaign has its own Results table in the StrataDial database with the name “Results_CID” where CID is replaced with the unique, three-character ID assigned to each campaign. Campaigns can also be created in Table Management.




This step provides the option of creating a new campaign to add new data from a Native or an ODBC source. Follow all steps for importing new data into the StrataDial System to create a campaign as described in Section 4.1.1. Importing New Data.

Figure 38: Selecting Campaign and Source File

Steps for creating a new campaign are listed below. 1. Type a unique three-letter code in the Campaign list box. This will become the Campaign

ID of the new campaign. The first character of the Campaign ID must be a letter. The remaining characters can be alphabetic or numeric characters. Examples: Valid Campaign IDs: ABC, Z99, R9Q Invalid Campaign IDs: 123, 9AB

2. A message box will appear with the text “Do you want to create a new campaign?” Select Yes. Enter a brief description of the Campaign in the Campaign Description field to the right.

If the typed Campaign ID is already in use, the message box will not appear, and the Campaign Description box to the right will populate automatically with the old campaign description

4.2. Table Management Table Management provides access to almost every database in the StrataDial System. To access Table Management screen, open VC2 Launcher and select Management icon. Click Tables from Management toolbar.




Figure 39: Table Management

4.2.1. Using the Table Management Toolbar The Table Management screens are designed to manipulate databases where data and dialing parameters are stored. Many of these screens use a toolbar to find records. For example, open the Time Zones screen using the Table Management menu above.

Figure 40: Toolbar Icons

This toolbar will appear at the top of the screen. The check box at the right side of the toolbar allows users to toggle between icons and text. Uncheck the box to produce the toolbar below.

Figure 41: Toolbar Buttons

Adding a New Record

Click to create a new record in the table. If this button is disabled, changes have been made to the current record that must be saved or discarded before a new record can be created.

Saving Modification

Click to save a new or modified record.

Deleting a Record Click to delete the record that is currently displayed.

Note: If a record is accidentally deleted and must be recovered, call the Stratasoft Help Desk immediately. Do not run Database Manager until the record has been recovered by a Stratasoft technician.

Undo Modification If changes made to a record need to be discarded, then click Undo to revert to the last saved state of the record. The changes made will be discarded provided they have not been saved before clicking this




button.

Searching for Records

To locate a record based on specified values, click Find. A small screen similar to the one below will appear.

This screen will be slightly different for every table. Enter the values being searching for, and then click Find. If a matching record is found, it will be displayed. Otherwise, the original record will remain on the screen.

Top and Last Click Top to go to the first record in the table, or Last to go to the last record.

Previous and Next Click Previous to go to the record preceding the current record. If you are at the top of the table, Previous will be disabled or will have no effect.

Click Next to go to the record following the current record. If you are at the bottom of the table, Next will be disabled or will have no effect.

Exit Exits the current screen and returns to the Table Management menu.

Another record-locating tool is the browse feature at the bottom of many Table Management screens. The picture below is from the Exchange Table screen.

Figure 42: Exchange Table

Use the list boxes to browse through an alphabetized list of items in the table. The data displayed on the screen will change to the selected record.

4.2.2. Campaigns A campaign can be defined as a unique collection of settings and dialing parameters used to achieve a specific result. For example, user may have a campaign for collecting charitable donations, and other campaign for selling health insurance policies.

The dialing parameters of each campaign are established and maintained in the Campaign Profile Table. These settings can be modified or created using the Campaign Profile Table screen. To access the Campaign Profile Table screen, select Tables from the Management toolbar. Select Campaigns from the menu. The screen shown next will appear.




Figure 43: Campaign Profile

The Campaign Profile Table screen is divided into nine tabs: Campaign, Dial Settings, Connection Settings, Messages, Beeps, Preview Dialing, Caller ID, Interactive Voice Response (IVR), and Alternate Telephone (Alt Tel). In the sections below, we will discuss the usage of the fields present on each of the tabs.

4.2.2.1 Copying an Existing Campaign

If there are several similar campaigns running, the Copy to New utility will save a lot of time. It allows the user to copy an entire campaign profile and its associated screen to a new campaign. Once copied, changes can also be made to accommodate differences in the two campaigns thus eliminating the hassle of creating a new campaign from scratch.

1. Search the campaign to be copied from the list boxes available at the bottom of the Campaigns tab screen or by using Find.

2. Once the required campaign is selected, click Copy To New. A window like the one shown next is displayed. It displays the default values for New Campaign Id, Description and New Screen Id. Modify any details as required and click Copy to copy file or Cancel to return to the Campaigns tab without copying campaign.

Figure 44: Copying a Campaign

3. The copied file will now be displayed in the main table. Navigate through all tabs to modify any additional settings and click Save from the main toolbar.

However, the changes made to any campaign take effect when Dialer starts again, as StrataDial Application cannot notify Dialer of the changes when Dialer is running.




Figure 45: Confirmation Message

4.2.2.2 Creating a New Campaign

The minimum requirement to create a campaign is to enter a Campaign ID (from Campaigns tab) and to set dial pacing (Dial Settings tab). However, use the explanation of all tabs given below to configure additional campaign settings for efficiency and proper utilization of campaigns.

4.2.2.3 Using Fields in Campaign Tab 1. Campaign ID: The Campaign ID is a unique, three character code used to identify the

campaign. The Campaign ID can include alphabetic and numeric characters, but the first character must always be alphabetic. Campaign IDs are used throughout the StrataDial system to store and display statistical data.

2. Active: This checkbox when marked indicates that the campaign selected is active. If unmarked, then it indicates that the campaign is inactive.

3. Campaign Description: The Campaign Description is used to describe the Campaign ID. For example, if total number of campaigns is high, there may be difficulty in remembering the difference between campaigns Z02, Z99, and X4A. The Campaign Description can be up to 50 characters long, including spaces.

4. Script ID: ScriptID is a read-only field that displays the Screen ID assigned to the selected campaign through Strata Screen Designer.

5. Call List: Call list for static dialing can be assigned to the selected campaign from this field. To add/change the call list:

a. Click Browse. A browse dialog will appear, pointing to the Lists directory. b. Click a required call list and click Select. c. The new call list appears in the field box. Click Save to apply changes to the

campaign. If the campaign is currently active, the Dialer will immediately begin dialing the selected list.

6. Language: This is the Script language of the Agent Screens. 7. Term Codes: A newly created static call list will usually contain only one termination code,

e.g., 00. After a call list has been dialed through, it can contain as many termination codes as are available in the Agent Screen, in addition to System Codes from the Dialer. Use the Term Code field to define which records from the call list are acceptable to dial, based on their termination codes.

a. Click Select to open a list of available termination codes.

Figure 46: Term Code List




b. Click a termination code and then click the right arrow. Repeat until all desired termination codes are selected. To deselect any termination code, select the desired termination code and click the left arrow button.

c. To dial all termination codes, select only the @@ code. When this code is selected, the Dialer will call every record in the selected list, regardless of its termination code.

d. Click OK to exit the selection screen and apply the changes. Click Cancel to exit the selection screen and ignore the changes.

8. Verification ACD: Some campaigns may require immediate sale verification. If it is not sure whether the Verification setup is complete, see Section 4.2.2.14 Adding Verification ACD to a Campaign.

To select an ACD group: 1. Click Select to view a list of available ACD groups. 2. Double-click the ACD group to select it.

Figure 47: Verification ACD

3. Supervised Transfer: If this option is checked, it ensures that the agent transferring the

call supervises the conversation between the caller and the third party verifier. In such a case, until the call ends the channel will be in use and cannot be used for other calls. Alternatively, if this option is unchecked, the agent is not part of the call transfer and the channel is made available for taking or sending calls.

4. Campaign Color Foreground: This represents the color of the text in the Channel Status Screen in the Dialer Control Center. The text of a channel that is currently occupied with a call from the selected campaign will be this color. To modify the foreground color:

a. Click Select. b. Click a color tile. c. Click OK.

5. Campaign Color Background: This represents the background color of channels taking calls for the selected campaign in the Channel Status Screen.

Important: If the termination codes selected are not in your Call List, then the Dialer will not have any records to dial. Use the Call List Analysis utility in List Management to determine what termination codes are present in your call list.




To modify the background color: a. Click Select. b. Click a color tile. c. Click OK.

6. Enable Campaign DNC: StrataDial.VC2 features a Campaign Do Not Call list. This call list is campaign specific. Once a telephone number is added to this list, the Dialer cannot dial it as an outbound call, nor can a TSR place the call manually or as a callback. Select Enable Campaign DNC to make this feature functional.

7. Enable Global DNC: StrataDial.VC2 also features a Global Do Not Call table. Once a telephone number is added to this table, the Dialer cannot dial that number as an outbound call, neither can a TSR place the call manually or as a callback from any campaign. Select Enable Global DNC to make this feature functional.

4.2.2.4 Configuring Dial Settings

Select the Dial Settings tab. All of the settings below can be modified while a campaign is active. The data pictured below are sample settings; all settings should be tailored to user’s own StrataDial System, and to campaign goals.

Figure 48: Dial Settings

1. FTC Compliance: By checking this box, the campaign settings will be set to comply with the FTC regulations by including the National Do Not Call list and setting other fields in the Campaign Profile Table to values allowed by the Federal Trade Commission. These fields, located on the Dial Settings and Messages tabs, are set as follows:

a. Values set in Dial Settings tab:

Use National Do Not Call: Checked Minimum Lines to Use: 0 Drop Ratio Goal: 3% Initial Pacing: 1.5 Minimum Pacing: 1 Time To No Answer: 24 Seconds (4 rings)

b. Values set in Messages tab: Play Greeting Message: Checked Connect Call On DTMF: Checked Greeting Message File: This is a required entry and needs to be a recording stating the Company Name and Phone Number.




Use National DNC When Use National DNC checkbox is marked, the system loads the National Do Not Call table and excludes numbers in that table when making outbound calls.

Lines to Use

This number can vary from zero to the maximum number of lines in the system. If more than one campaign is being dialed at a time, it is recommended to limit the maximum number of lines in each campaign so that one campaign is not able to tie up all available lines.

Enter the Maximum Dials at Once

This represents the maximum number of lines the system is set to dial at any time. Normally this will be the same as the Maximum Lines to Use.

Drop Ratio Goal

This represents the percentage of calls that are acceptable to drop. A dropped call is a call that is connected to the number being called, but no TSRs were available to take the call. The Dialer assigns these calls a system termination code of NT (No TSR Available).

Redial Management Enabled

This is a callback management tool. When Redial Management is enabled, callbacks scheduled by TSRs will be dialed automatically at the scheduled time, if the campaign is active. When the call is answered, it will be connected to any available TSR. Alternatively, when Redial Management is disabled, callbacks must be initiated manually by the TSR who originally scheduled the callbacks.

Select the Redial Management Term Code using the list box. All termination codes listed in the list box are the callback-type termination codes from the Termination Code table.

Minimum Pitch Time

This is the time in seconds that an agent must be talking before that call is considered as a Pitch by the system. This number should be based on specific campaign requirements. It is used for statistic displays and reporting.

List Low Warning

When the number of records in a call list drops to the number entered here, a List Low warning will flash on the screen.

Pacing values

Initial Pacing: The number of lines that will dial per agent when dialing begins.

Minimum Pacing: The fewest number of lines that will dial per agent, if the Drop Ratio Goal is exceeded.

Maximum Pacing: The greatest number of lines that will dial per agent, if the Drop Ratio Goal is not met.

For more information on Pacing, see Section 4.2.2.16

Time to No Answer

This is the time in seconds that the Dialer will attempt to reach a telephone number before terminating the call as No Answer.

Transfer ACD Group (Dynamic Messaging Only)

This is used when a call for a campaign using dynamic messaging needs to be passed to a TSR after the message has been played. Click Select to choose an existing ACD group to which such calls will be sent.




As with Verification ACD groups, Transfer ACD groups must have an Agent Screen to function.

No Agents (Dynamic Messaging Only)

Select this box to indicate the current campaign will use dynamic messaging and requires no agents.

Dial Prefix This is the string of characters to be dialed before any number.

Dial Suffix This is the string of characters to be dialed after any number.

4.2.2.5 Configuring Connection Settings

Connection settings tell the Dialer what kind of connection it is looking for when it dials a number, and what to do once the connection has been made. The dialer can detect a great deal of information, but the more information it is required to analyze, the longer the delay between the time the potential client picks up the phone and between the time the client is connected to a TSR.

If there are no detection settings, all calls will be connected to TSRs with no delays. However, the productivity of TSRs will decrease because they will spend time listening to operator intercepts, faxes, voice mail, etc.

If all possible detection settings are enabled, there may be a delay between the time the call is answered and the time the call is connected to a TSR. However, TSRs will almost never receive operator intercepts, faxes, modems, etc.

Depending on the nature of a campaign, different levels of detection may be needed. For example, if there is a campaign that requires contact with all customers in the database, TSRs may need to listen to operator intercept and answering machine information. Another campaign may require higher TSR productivity; in that case, enable all detection settings to increase TSR talk time.

Important: If FTC Compliance is marked in dial settings tab, it will disable the two options in the Messages tab i.e. Play Greeting Message and Connect Call on DTMF Only. In such a case, the Greeting Message will be played always whenever a call is connected.

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Figure 49: Connection Settings

4.2.2.6 Configuring Connection Detection

All the options listed under Connection Detection Options are simply different combinations of the five basic options listed below.

Operator Intercept

Detects a sit-tone (a series of three tones) that indicates an operator intercept, e.g. a recording saying, “The number you dialed is not responding at the moment. Please try again later.”

Connect Detect This is the most basic connection setting. Connection of any kind is detected.

Voice Detect Detects connection to a live voice.

Answering Machine Detect

Detects connection to an answering machine.

Enable All All possible detection settings are activated.

4.2.2.7 Configuring Answering Machine Options

Quick Detection Detects some answering machines but will pass answering machines to TSRs. Offers increased connect speed in exchange for accuracy.

Full Detection Detects most answering machines but does not slow the speed of connection as much as Accurate Detection.

Accurate Detection(Slow & Most Accurate)

Detects almost all answering machines but slows the speed of connection more than Quick and Full detection.




Passing Non Voice Detects to Agents

A campaign may require that TSRs leave live messages on answering machines, listen to operator intercepts to get a client’s new number, or receive calls that are connected to faxes or pagers. Normally the dialer does not pass such calls to TSRs. Check one or more of the checkboxes in this portion of the screen to force the dialer to pass these calls to TSRs.

4.2.2.8 Setting Messages for Calls

Three messages can be selected for each campaign: an initial greeting message, a looping hold message, and an answering machine message. None of these messages is required for dialing. To use messages, it is very important to note two things:

Messages will not play unless they are located in the S:\Stratadial\Vox folder nor will they be played if the file name does not end with .VOX extension.

Figure 50: Message Tab

Play Greeting Message

Check this box to play a Greeting Message to the caller when no TSRs are available. The caller will be passed to a TSR after the Greeting Message is played.

Connect Call on DTMF Only

When this box is checked, a contact will be passed to a TSR after the Greeting Message is played only upon pressing a key on their telephone. If the box is left unchecked, all calls will be passed to a TSR after the Greeting Message is played.

Play Greeting Message always

To play the Greeting Message to every caller regardless of TSR availability, check this box. Play Greeting Message must also be checked.

Greeting Message File

To select a Greeting Message, click the button next to the empty Greeting Message File box. A dialog box will open to the Vox folder, displaying all possible message choices. Highlight a file name and click Select. The name of the Vox file selected will appear in the box.

Play Looping Hold Message

If TSRs are allowed to place callers on hold, it may be required to activate the Play Looping Hold Message option. To do this, check Play Looping Hold Message.




Hold Message File

Select a VOX file by clicking the button next to the empty Hold Message File Box. A dialog box will open to the Vox folder, displaying all possible message choices. Highlight a file name and click Select. The name of the Vox file selected will appear in the box.

Leave Message on Answering Machines

It may be required to leave messages on Answering Machines if Answering Machines are not being passed to TSRs. To activate this feature, select this box.

Answering Machine Message File

Select a VOX file by clicking the button next to the empty Answering Machine Message File Box. A dialog box will open to the Vox folder, displaying all possible message choices. Highlight a file name and click Select. The name of the Vox file selected will appear in the box.

4.2.2.9 Activating and Setting Notification Beeps

An alerting beep can be used to notify a TSR that a call has been connected to his headset. In this tab, user can choose the duration, pitch, and volume of the beep. User can also select to have the beep played twice, or create a dual-tone beep. This utility is presented in the Beeps tab of Campaign Profile table.

Figure 51: Beeps Tab

Beep Agents upon Connection

Check this box to activate notification beeps.

Beep Duration This value is in 10 millisecond increments. A value of 10 means the agent will hear a beep for 100 milliseconds. A value of 50 means the

Important: If Play Greeting Message and Connect Call on DTMF only check box are disabled, then you may have checked FTC Compliance check box in Dial Settings tab.




beep will play for 500 milliseconds, or half a second.

Play Beep Twice When this option is checked, the beep will be repeated, instead of playing once.

Create Dual Tone Beep

When checked, the beep will play two different pitches at the same time.

Tone 1 and Tone 2 Frequency

Frequency is the pitch of the beep. User can choose any value between 200 and 4000 hertz. Tone 2 will only be used if Create Dual Tone Beep is checked.

Tone 1 and Tone 2 Amplitude

Amplitude is the volume or loudness of the beep. User can use any value between 0 and 40 decibels. Tone 2 Amplitude will only be used if Create Dual Tone Beep is checked.

4.2.2.10 Setting Up Preview Dialing

Preview dialing allows client data to be sent to TSRs before each call is dialed. When Preview Dialing is enabled for an Agent Station, each customer’s dialing information is displayed on the Agent Screen before the customer’s number is dialed. The TSR can then decide whether to dial the number or preview the next number. If no action is taken, the selected Preview Timeout Action will occur.

Preview Dialing must be enabled for individual Stations in the StrataDial.VC2 Dialer Control Center. See the Station Properties subsection in this manual for more detail. The fields in the Preview Dialing tab are used to determine the timeout action for Preview Dialing.

Figure 52: Preview Dialing Screen

Preview Timeout If Preview Timeout is set to 0, the Preview Timeout Action will be ignored. Otherwise, the selected Preview Timeout Action will occur after the designated number of seconds.

Preview Timeout Action

Select from three Actions. Once the preview has timed out, the selected action will occur.

Dial: The previewed number will be dialed.




Skip: The previewed number will be skipped, and the next record will be previewed.

Go On Break: The Agent Station will go on break.

4.2.2.11 Setting Caller ID

The Caller ID tab is used to set information to be displayed to callers when they receive a call from the dialer and to third party verifiers when calls are transferred.

1. Campaign a. Display Name: This is the name displayed to callers. It can be a campaign name or

a company name etc. b. Phone Number: This is the phone number displayed to caller for use. It does not

have to be number from which call is dialed, rather, it is the number caller is given to use.

2. When Transferring Call Display When calls are transferred, any of the three options given below can be set to display Caller ID information:

a. The caller’s Telephone Number: This option displays the caller’s number (number dialed in case of outbound call) in the Caller ID information when calls are transferred.

b. The same Caller ID as the Outbound Campaign: This option displays the same

Caller ID as the Outbound Campaign defined in the Campaign Display Name and Phone Number when calls are transferred.

c. New caller ID Information (Display name and Phone Number): If new information

needs to be set as Caller ID, then this option is selected. Enter the Display Name and Phone Number to be displayed.

Figure 53: Caller ID




4.2.2.12 Setting up IVR The IVR tab can be used to assign an Interactive Voice Response (IVR) script for answering machine detects and voice answer detects.

Figure 54: IVR Tab

1. Run IVR Script when an answering machine is detected: Select this option if an IVR is to be run on detection of answering machines.

2. Answering Machine Script: Select an IVR Script by selecting one from this list box. 3. Run IVR Script when a voice answer is detected: Check this option if an IVR is to be run

on detection of voice answers. 4. Voice Script: Select an IVR Script by selecting one from this list box.

4.2.2.13 Creating Alternate Telephone Numbers

By default, there is only one phone number per person in the Results Table. However, if the same person has multiple phone numbers (e.g. home, office, mobile), instead of making different entries, those numbers can be added in the same record by creating additional fields in that person’s entry.

However, addition of any alternate number is coupled with an additional field for a termination code to be saved against that alternate number. When Alternate Telephone numbers is activated, the ‘Tel’ and ‘Termcd’ fields in Results table merely hold the recent history of the last called number in the record. To create any alternate telephone number and termination code field, follow the steps given below.

1. Enable Alternate Telephone Configuration: Select Enable Alternate Telephone Configuration option. This allows the user to specify whether the alternate telephone feature is going to be used for this campaign. If this option is unchecked, a warning message with the following information is displayed to the user: “You are about to disable the Alternate Telephone Feature for this campaign. Doing so will erase your Field Selections. Do you want to erase your alternate telephone field configuration?” Clicking on OK removes all configuration ( the fields created will still be available in the telephone and term code fields list boxes)

2. Create New Telephone and Term Code Fields: In the Create New Field area, enter a field name in the Create New Field text box (field name must start with an alphabet and must not already exist in table) and select the Telephone Field radio button to specify that




the new field is of type telephone. Click Create. The new field created will be added in the Telephone Field list box. Similarly, for creating a new Term Code Field, enter a field name in the Create New Field text box (field name must start with an alphabet and must not already exist in table) and select the Term Code Field radio button to specify that the new field is of type term code. Click Create. The new field created will be added in the Term Code Field list box.

Figure 55: Creating Alternate Number Fields

3. Pair Telephone and Term Code fields to select: The next step is to pair the two fields and add them in the record. Select the newly created telephone field from the Telephone Field list box and its respective termination code from the Term Code Field list box. Click Add Field to select the pair and move it to selected Telephone Fields and Term Code Fields.

Figure 56: Alternate Number - Field Paring




Figure 57: Field Selection

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4. To delete any pair from the selected area, click the field and click Remove.

4.2.2.14 Adding Verification ACD to a Campaign

Some campaigns may require immediate sale verification. Automatic Verification requires a Verification ACD group, Verifiers (TSRs that belong to the Verification ACD group), and a Verification Screen, in addition to the usual outbound campaign, outbound TSRs, and outbound Agent Screen.

Before the steps given below can be completed, there must already be an existing ACD group with TSRs assigned. For details on adding TSRs to an ACD group, see Section 4.2.3.3 Sending Calls to Agent List.

Add the Verification ACD to the Campaign 1. Click Tables in the Management toolbar. 2. Click Campaigns. 3. Locate the outbound Campaign ID to be verified. 4. Find the Verification ACD field in the Campaign tab. 5. Click Select to view a list of available ACD groups. Double-click to select desired ACD

group. 6. Click Save. Before selecting a verification ACD, make sure that a screen has been created and assigned to it. To create a verification screen, 1. Click Base/Apply, and Base the Agent Screen on the campaign to be verified. 2. Select And Apply this screen to option. This enables the options to select a campaign or

ACD Group. 3. By default, the Selected Campaign radio button will be selected. Select the One or more

ACD groups radio button instead. 4. Select the Verification ACD Group from the list of ACD groups. 5. Save the screen.




4.2.2.15 Dynamic Messaging

Dynamic Messaging is often used for broadcasting announcements to a large group of people. It is also used for generating warm leads by sending out the first wave of sales calls without agents, so TSRs can focus solely on inbound calls from interested parties. By using prepared messages (VOX files), user can choose to broadcast to live answers, answering machines, or both.

1. Open Management from the VC2 Launcher, and click Tables. 2. Select Campaigns from the button menu. 3. Select a campaign by finding it in the Campaign ID list or the Campaign Description list. 4. Go to the Dial Settings tab. 5. Select the box entitled No Agents (Dynamic Messaging Only) on the right side of the

screen.

Figure 58: Dynamic Messaging

6. Go to the Messages tab 7. Set messages to be played only upon live answer.

a. Check the boxes entitled Play Greeting Message and Play Greeting Always. b. Click browse, it will open the Select a Vox File screen for Greeting Message File. c. Highlight the .VOX file required and click Select to return to the Messages tab. The

Greeting Message File window will display the name of the .VOX file that was just selected.

d. If user would like to give customers the option to press a key on their dial pad to be connected with a live agent, then check the Connect Call on DTMF Only box.

8. Set messages to be played only to answering machines.

Important: During a campaign, customers may be “warmed up” with a greeting message. It is during this message that the product or service should be introduced in an attempt to capture customer’s interest. If you wish to give customer the option to press a key on the phone to be connected with a live agent, then instruct him to do so in the “welcome” message and be sure to check the Connect Call on DTMF Only box.




a. Select the Leave Message on Answering Machines box. b. Click browse, it will open a window to select a Vox file for the Answering Machine

Message File. c. Highlight the .VOX file required and click Select to return to the Messages tab. The

Answering Machine Message File window will display the name of the .VOX file that was just selected.

9. Set messages to be played to both live answers and answering machines. a. Select the Play Greeting Message box. b. Select the Leave Message on Answering Machines box. c. Select the Greeting Message File and the Answering Machine Message File using

their respective keys. 10. Click Save.

4.2.2.16 Pacing Adjustment in Dialer

Dialer uses the Drop Ratio Goal in combination with the Pacing Settings to maximize dialing efficiency based on user needs for each campaign. Below is an explanation of how Pacing, Drop Ratio, Drop Ratio Goal, and Predictive Dials settings are all used by the Dialer to affect a campaign.

Dialing begins When dialing begins on a campaign, the Dialer chooses how many lines to dial based on the Initial Pacing setting, as defined by the user. For example, if five agents log into a campaign, and the initial pacing is 3, then 15 channels will begin dialing immediately.

The Dialer compares the Drop Ratio to the Drop Ratio Goal

The Dialer evaluates the Drop Ratio and then compares it with the campaign’s Drop Ratio goal to adjust current pacing.

The Dialer adjusts pacing settings

Based on the percentage of dropped calls; the Dialer lowers or rises the pacing. The pacing can only fluctuate within the Maximum and minimum pacing defined by the user.

Repeat The Dialer will re-evaluate the Drop Ratio and lower or rise the current pacing accordingly.

The Drop Ratio Goal effectively sets the speed of the dialer. A low Drop Ratio Goal will decrease the number of calls dropped, but will probably increase wait time for each TSR. A high Drop Ratio Goal will increase the number of calls dropped, but will probably decrease wait time for each TSR.

4.2.2.17 Modifying Pacing Settings 1. Click Tables in the Management toolbar. 2. Select Campaigns and locate the Campaign to be modified. 3. Click the Dial Settings tab. 4. Adjust the Drop Ratio Goal, Minimum and Maximum Pacing as necessary. 5. Click Save.

4.2.3. ACD Groups Automatic Call Distribution (ACD) Groups are the StrataDial solution to inbound call management. Like campaigns, each ACD Group has a unique set of data associated with it,




including messaging, TSRs assigned, call routing, etc., as well as an Agent Screen, in many cases.

With the exception of Inbound Auto Attendant, Night Mode, and Voice Mail ACD Groups, all ACD Groups must have a campaign and an Agent Screen associated with them. The campaign is necessary for data maintenance, as ACD Groups do not have their own Results tables. An inbound Agent Screen is necessary for TSRs that are receiving calls. If TSRs will be placing callbacks or manual calls, an outbound Agent Screen will be required. Therefore, it is also recommended that an outbound Agent Screen should be created.

To access ACD Groups screen, select Tables from the Management toolbar. Select ACD Groups from the menu. The screen shown next will appear.

Figure 59: ACD Group

The ACD Groups Table screen is divided into six tabs: ACD Group, Auto Attendant, Agent List, Transfer Setup, NightMode and Inbound-to-Agent. In the sections below, we will discuss the features presented through each of the tabs. Details will also be provided on making changes to each of these fields.

4.2.3.1 Creating an ACD Group

To create an ACD Group, user only needs to click New, enter the ACD Group ID and click Save. In such a case, the ACD Group ID is set as its description as well. However, to use an ACD group, additional information needs to be entered. Use the fields provided in all the tabs available to configure ACD Groups according to need.

ACD Group ID A unique, three-character code used to identify the ACD Group. The ID can include alphabetic and numeric characters. ACD Group IDs are used throughout the StrataDial system to store and display statistical data.

ACD Group Description

A brief description for the ACD Group ID.

Direct Dial If the current ACD group can be reached by direct dial, enter that




Extension extension here.

Voice Mail Box If Voice Mail Manager Application has been purchased, a Voice Mail Box can be selected here. Click Select to open a window that lists all available Voice Mail Boxes. Double-click the required Voice Mail Box to select it. Only one Voice Mail Box can be selected per ACD group.

Call Routing Type Select whether the current ACD Group will function as an Auto Attendant (calls will be distributed to other ACD Groups without Agents), or using an Agent List (calls will be passed to agents) or using IVR (calls will be passed to an IVR Script.) If Auto Attendant is selected, the Agent List tab becomes disabled. Similarly, if Agent List is selected, the Auto Attendant tab becomes disabled. If IVR is selected, both the Auto Attendant and Agent List tab become disabled.

DNIS Create and edit DNIS numbers for inclusion in this field. A DNIS number is a direct telephone number that is assigned to an ACD group. This field is optional. If, for example, a user has an 800 number that his customers use to dial in, he will enter it here. Creating and editing DNIS numbers are addressed later in Section 4.2.3.7 Creating and Editing DNIS Entries.

Answer Priority Assign a priority level to ACD group so that when two or more inbound calls are waiting in a queue, the call for ACD group with higher priority level will be serviced first. Set ‘0’ for no priority, ‘1’ for highest priority and ‘10’ for least priority.

4.2.3.2 Setting up Auto Attendant

Navigate to the ACD Group for which user would like to set up Inbound Auto Attendant. Settings defined in this tab will only be used if the Auto Attendant radio button is selected in the ACD group tab.

Defining an Auto Attendant allows user to direct callers to different ACD groups based on selections callers make from their telephone keypads. For example, English-speaking clients may be directed to ACD group ENG, Spanish-speaking clients to ACD group SPN, and transfer French-speaking clients to an outside line. Each of the ACD groups would be assigned ACD agents who are fluent in the appropriate languages.

To begin with, a VOX file needs to be created to use as a Greeting Message that will direct callers appropriately. For example, “Thank you for calling Stratasoft. For English, click 1. Para el español, apriete 2. Pour français, appuyer 3.” When the caller clicks 1, or 2, they will be directed to ACD Group ENG or SPN. If the caller clicks 3, he will be transferred to an outside line. Create the appropriate VOX files, store these files in the S:\StrataDial\Vox directory, and decide where callers are to be routed.




Figure 60: Auto Attendant

1. Greeting Message: Defines the first message that the callers will hear. a. Click Browse by the Greeting Message field. A browse window will open to the

S:\StrataDial\Vox directory. b. Locate VOX files for each message. Highlight the VOX file required and click Select.

2. Invalid Response Message: This optional VOX message alerts callers that their telephone keypad entries are invalid. This message will only be played if Invalid Response Message has been selected.

a. Click Browse by the Invalid Response Message field. A browse window will open to the S:\StrataDial\Vox directory.

b. Locate VOX files for each message. Highlight the VOX file required and click Select. 3. Input Timeout: Defines the amount of time in seconds before the dialer decides the caller

has not entered a response. After the timeout period has passed, the action defined in No Response list box at the bottom of the screen will occur.

4. Key definition section: An action, or event, can be defined for every key on a telephone keypad. Keys include the numbers 1-9, and the symbols asterisk (*) and pound (#). These actions are summarized in the table provided below. If does not need to use a key, do not assign an action to that key. If a key is clicked that has no action assigned, the Invalid action at the bottom of the screen will be used.

5. Invalid: Other than playing an invalid response message, user may also define an action to be taken in case of an invalid response from the caller.

6. No Response: Any action can be taken in case of no response from the caller.

After the Greeting Message is played to a caller, they are prompted with choices. These choices are directly related to a certain Key (DTMF) being clicked and an associated Action. There are 7 types of Actions:

Transfer to another ACD Group This will transfer the caller to the selected ACD Group (which can be a specific agent or another Auto Attendant).

Send to Agent Queue This will attempt to connect the caller with the agents that are selected in the Agents tab of this ACD Group.




Send to Auto Attendant This will take the caller back to the start of the current Auto Attendant and replay the Greeting Message.

Send to Voice Mail This will transfer the caller to the associated Voice Mail Box number assigned in the ACD Group tab.

Transfer to an outside line This will transfer the caller to an alternate telephone number outside of the StrataDial system as specified in the Transfer Setup tab.

Hang up (HU Term Code) This will disconnect the caller and end the call.

Play Invalid Message This will play a message to a caller who has pressed an incorrect menu option.

The question mark button next to each list box contains information on the available options.

4.2.3.3 Sending Calls to Agent List

An ACD group may be set up to route calls directly to a list of TSRs, or an Auto Attendant can route calls to its own list of TSRs. Navigate to the ACD Group for which Agent Routing needs to be set up and click the Agent List tab.

This tab contains data on call routing for ACD groups that do not have Auto Attendant activated. There are two sub-tabs: General Setup and OverFlow/Call Setup. The information entered here will only be accessed if:

a. Auto Attendant is selected in the ACD Group tab, and one of the keys in Auto Attendant is assigned the action: “Send to Agent Queue.”

b. Agent List is selected in the ACD Group tab, and “Use Hold Actions” is selected in the Agent List, General Setup tab, under Initial Routing.

Figure 61: Agent List

1. Campaign ID: This read-only field indicates what campaign is associated with the ACD Group. If Auto Attendant is not in use, then a campaign and Agent Screen must be linked to the ACD group. The linking process occurs in Screen Designer.

2. Script ID: A read-only field that displays what script is associated with the current ACD Group.




General Setup sub-tab:

This tab contains the following settings, 1. Greeting Message: Defines the greeting message that the caller will hear upon

connection. Click Browse to select a greeting message. 2. Initial Routing: Define what will occur after the greeting message is played. 3. Hold Actions: If “Use Hold Actions" is selected for Initial Routing, then the settings in this

section will take effect. 4. Maximum hold time: The time in seconds a call will be on hold until the “Action after

timeout” is performed. If zero is selected, calls will be transferred immediately to the Agent Queue. If any value other than zero is selected, the Action after Timeout will occur after the designated time has passed.

5. Hold Message: Define the message played to callers on hold. This message will loop (play continuously) until the call is connected to a TSR.

6. Caller Actions: Defines what to do with caller action while caller is on hold. Options include the following:

a. Ignore input while holding: The caller will remain in the hold queue until connected to a TSR.

b. Ignore input and restart Auto Attendant: When the dialer detects user input, the caller will be played the Greeting Message specified in the Auto Attendant tab. The caller will then be able to make selections based on the settings in that tab. For information on how to use the Auto Attendant tab, see Section 4.2.3.7Creating and Editing DNIS Entries.

c. Use this feature in combination with a VOX Hold Message that includes directions such as, “To stop holding and access our automated directory, click any key.

d. Use input to find an ACD group: Settings in the Auto Attendant tab will be used to direct callers based on their keypad entries.

7. Action after timeout: Define what happens to the call after the Maximum hold time is met, such as being sent to the Agent Queue.

8. Agents Assigned: When the Action after timeout is defined as “Send to Agent Queue,” the caller will be patched to one of the agents listed here.

Click Browse to the right of the Agents Assigned list box. Click to select an Agent ID. To select multiple agents, hold down the CTRL button on the keyboard and click each Agent ID. Click Done when finished with selecting agents.




4.2.3.4 Overflow/Call Setup

Figure 62: OverFlow/Call Setup

Time to Overflow Time in seconds until the call is moved to an Overflow ACD Group. It is recommended to define an Overflow ACD Groups if the amount of time an inbound caller can be on hold needs to be limited.

ACD Over Flow Group

Select up to five ACD groups to be used as Overflow Groups. These Groups will receive overflow calls from the current ACD Group based on the Time to Overflow field.

Verification ACD Group

Like campaigns, ACD group calls can be verified as well. Select a Verification ACD group here.

Minimum Pitch Time in seconds before a call is statistically rated a pitch. This figure is used in statistic reporting.

Beep Agents Check this box to enable an alerting beep in ACD Agents’ headsets when they receive calls.

Beep Length The length of the beep in milliseconds.

Tone Frequency Frequency is the pitch of the beep. Choose any value between 200 and 4000 hertz

Tone Amplitude Amplitude is the volume or loudness of the beep. Use any value between 0 and 40 decibels.

4.2.3.5 Configuring Transfer Setup

An ACD group can be used to transfer callers to an extension or an outside line.




Figure 63: Transfer Setup

Play Transfer Message

Select a message to be played to inform the caller he or she is about to be transferred.

Transfer Number The telephone number to which the caller will be transferred.

Transfer Prefix Enter a dialing prefix, if necessary. In the example above, the dialer will dial 9 followed by a pause (represented by the comma) before dialing any number. For example, a transfer prefix could be a long distance code.

Transfer Suffix Enter a dialing suffix, if necessary.

No Hold During Transfer

Selecting this box sets the channel status to free when a call is transferred.

4.2.3.6 Setting up Night Mode

Night Mode provides a means to take inbound calls outside the hours when agents are normally available e.g. after business hours. Callers will hear a Night Mode Greeting and then they can be directed to another ACD group, transferred to an outside line, etc. Night Mode is specific to each ACD group, and can be turned on, turned off, or set to a weekly schedule.

To access Night Mode information for a specific ACD group, navigate to the ACD Group for which Night Mode needs to be set up and click the Night Mode tab.




Figure 64: Night Mode

Turning Night Mode on or off, or using Night Mode Schedule:

Use the radio buttons at the top of the screen to turn Night Mode On or off, or to select a Schedule defined in the lower portion of the screen. If On or Off is selected, information in the Night Mode Schedule portion of the screen will be disregarded by the system.

Selecting a Night Mode greeting message: 1. In the Night Mode tab, click Browse by the Night Mode Greeting field. A browse window

will open to the S:\StrataDial\Vox directory. 2. Click a message and click Select. 3. Click Delete to remove an existing Night Mode message.

Selecting a Night Mode action:

After the Night Mode Greeting is played to callers, the call will be routed based on the action user chooses here. Use the list box to the right of the Night Mode Greeting field to select from the following actions:

1. Transfer to another ACD Group: If this option is selected, an ACD Group must be selected as well. Click Select to the right of the list box to open a list of available ACD groups. Double-click an ACD group to select it.

2. Send to Auto Attendant: When this option is selected, calls will be automatically routed to the ACD Group designated as the Inbound Auto Attendant.

3. Send to Night Mode Voice Mail Box: If this option is selected, a Night Mode Voice Mail box must be defined. Click Select next to Night Mode Voice Mail Box to open a list of available Voice Mailboxes. Double-click a mailbox number to select it. This feature is not available if Voice Mail Manager has not been purchased with StrataDial System.

4. Transfer to an Outside Line: When this option is selected, the caller will be transferred based on the information in the Transfer Setup tab.

5. Hang up (HU Term Code): When this option is selected, the caller will be disconnected after the Night Mode Greeting is played, and the call will be terminated with a HU (Hang Up) termination code.




Designing a Night Mode schedule:

Night Mode can be started and stopped multiple times during each dialing day. After Night Mode begins, TSRs will not receive calls until Night Mode ends.

To create a Night Mode schedule: 1. Select Schedule from the Night Mode Status radio buttons. 2. Select start and stop time using the time spin boxes. 3. Select a day of the week for which that time will apply. 4. Click Add. Note that the time displayed in the bottom portion of the screen is based on a

24-hour clock. 5. Repeat for each day and time frame required. Multiple entries on a single day will be

automatically separated by commas. 6. Click Clear to remove all the entries for any day.

4.2.3.7 Creating and Editing DNIS Entries

DNIS entries are created and edited in the ACD Group table. This information is not global; each ACD Group has its own DNIS configuration. To access the DNIS information for a specific ACD group, open Management from the VC2 Launcher. Select Tables from the toolbar and then click ACD Groups in the Table Management menu. Navigate to the ACD Group for which a DNIS entry needs to be created or edited. The DNIS information is in the first tab: ACD Group.

Important: Night Mode can only be scheduled on a day-by-day basis. It cannot be scheduled to run across multiple days. For example, to start Night Mode at 9:00 p.m. on a Monday night, and stop it at 9:00 a.m. Tuesday morning, user will have to create two Night Mode Schedule entries: 9:00 p.m. to 11:59:59 p.m. Monday, then 12:00 a.m. to 9:00 a.m. Tuesday.




Figure 65: Create/Edit DNIS

1. To remove an existing DNIS entry, highlight the entry and click Remove. 2. To add an existing DNIS entry to an ACD Group,

a. Click Add. The DNIS selection screen below will appear.

Figure 66: Add DNIS

b. Double-click the DNIS to be added. It will disappear from the DNIS Selection screen. c. Click Exit. The newly selected DNIS will become visible in the DNIS field in the ACD

Group tab. 3. Create a new DNIS or edit an existing DNIS.

a. In the ACD Group tab, click Add to open the DNIS selection screen.




Figure 67: Create New DNIS

b. Click New DNIS. The DNIS setup screen will appear, as below.

Figure 68: DNIS Setup

c. To create a new DNIS, enter the DNIS and a description. Click Save. d. To edit an existing DNIS entry, click Undo Modification. Use the blue arrows to

locate the DNIS to be modified, and make the required changes. Click Save. e. Click Exit. The new or modified DNIS will appear in the DNIS Selection screen

4.2.4. Agents Anyone who uses the StrataDial System will need a unique User ID or Agent ID. This includes TSRs, supervisors, and administrators. These IDs are used by the VC2 Launcher to determine what users are allowed to access each piece of software. Administrators can modify these permissions in the VC2 Launcher based on each Agent ID.

Agent IDs are unique, three-character descriptors independent of User IDs. The activity of each TSR will be logged based on their Agent ID. These Agent IDs are created, modified, and deleted in the Agent Table screen.

To access the Agent Table screen, select Tables from the Management toolbar. Select Agents from the menu. The following screen will appear.




Figure 69: Agent Screen

It is divided into four sections: a. Profile b. Campaigns

4.2.4.1 Creating an Agent Profile

The minimum requirements to add an Agent is the Agent ID. However, use the details given below to add additional information for Agent Profile and assigning campaigns to agents.

Agent’s ID The unique, three-character descriptor used by TSRs, supervisors, and administrators to log in to Agent Screen application.

Active When this box is unchecked, the Agent ID will not be available to users as a login and the associated agent will be marked as inactive. When a TSR leaves your company, there may be a need to access statistics generated by that TSR; therefore, it is recommend that rather than delete TSR entries, the TSR should be made inactive.

Name Name and description of TSR This information is displayed at logon, and in some reports.

Department, Hourly Rate, Overhead, S.S#

These four fields are optional.

Password All users can be assigned a password. Passwords are strongly recommended for users who will have access to software other than the Agent Screen. Once set, a password will be required to access all software in the VC2 Launcher. Agents will be required to enter their passwords at the Agent Screen logon. Note that passwords are not mandatory for Agents.

Extension This is the extension number required to send a call to the agent.




Supervisor This is the name of the assigned supervisor for this agent.

Location The name of the physical location assigned to the agent for work.

User Fields 1-3 These are optional supplementary fields provided in case any additional information needs to be saved relevant to the agent.

Inbound Connect Priority

This is the priority of agent for receiving inbound calls.

Outbound Connect Priority

This is the priority of agent for receiving outbound calls.

Station to Station Transfer ACD Group

Select the ACD group to be used for Station-to-Station transfers.

4.2.4.2 Assigning Campaigns to Agents

Once agents are created, assign campaigns to them to make them functional. For that, select the Campaigns tab from Agents Table.

Figure 70: Agent Campaigns

This section displays a list of all available campaigns on the left panel. Campaigns assigned to the agent can be selected through the arrow buttons and viewed in the Assigned panel.

4.2.4.3 Finding or Modifying a TSR Identity

Locate an Agent ID: 1. Click Find in the toolbar.




Figure 71: Find Agent ID

2. Enter a three-character Agent ID. 3. Click Find. If the record exists, the Agent Table screen will display the record. If the record

is not found, use Find list boxes at the bottom of the screen, or scan the records one at a time using the arrows in the toolbar.

Modify an existing Agent ID: 1. Locate the Agent ID to be modified. 2. Make changes as necessary, and save when complete.

Create a new Agent ID: 1. Click Add. 2. Enter an Agent ID and Name. 3. Select the Active box. If Active is not marked, the name of TSR will not appear at the Agent

Screen logon. 4. Enter other relevant information. 5. Assign some campaigns to the agent through the Campaign tab. 6. Save when complete.

4.2.5. Silent Observe The Silent Observe feature helps enable remote stations monitoring by dialing into the dialer trunk.

1. Open Management from the VC2 Launcher. 2. Select Tables from the toolbar. 3. Click Silent Observe.

Important: Agent ID field cannot be modified, as it is required for maintaining records.

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Figure 72: Silent Observe

4. Click from the menu and enter the following information. Alternatively, click to open an existing user’s profile.

Figure 73: Adding User

a. User ID: User ID of the administrator who will use silent observe to monitor stations. b. First Name: First name of the administrator c. Last Name: Last name of the administrator d. Password: Password for User ID e. Remote Access Code: Code that Controller uses to authenticate users. This code is

in numbers only. f. Remote Access Password: Password that Controller uses to authenticate user in

addition to the Remote Access Code: This code is also in numbers only.

Note: Any additional information regarding the User ID etc.

5. Click OK to save. 6. Exit Silent Observer and return to Table Management toolbar. 7. Click ACD Groups. 8. On Acdgroup Table screen, select Auto Attendant radio button in Call Routing Type

section.




Figure 74: Auto Attendant

9. Go to Auto Attendant tab and select Remote Service Menu for * key.

Figure 75: Remote Service Menu

10. For Invalid and No Response select Go to ACD. 11. Click save button and exit Acdgroup Table screen. 12. From Launcher, start Dialer Control Center. 13. Click Channels. 14. On Channel Properties screen, select a Channel and modify properties as,

a. Select Enabled checkbox. b. Type *A*D as ANI/DNIS Mask. c. Select ACD group that is just configured. d. Select all permissions.




15. Click OK.

4.2.6. Export Wizard You may need to export data from a campaign results based on certain criteria. For example, a company that commissioned your call center to sell vacuum cleaners might need the delivery addresses for all of your sales in a comma-delimited (CSV) format. This can be accomplished through the Export Wizard.

To access the Export Wizard, open Management from the VC2 Launcher. Select Tables from the toolbar and click Export Wizard.

Figure 76: Export - Step 1

Before the first step of export is taken, note that many of the steps contained here are designed for advanced users. These steps can be skipped by clicking Next. Review the summary of each step to decide if it is required to access the data required.

4.2.6.1 Step 1: Selecting a Campaign and Fields

Select campaign fields that need to be exported. An export template can also be selected; this is optional.

1. Use the list box to select a campaign. The Available Fields window will populate after a campaign has been selected.

2. If user has already created an Export Template, select that template here. If not, a new template can be created for future use in the preview step.

3. Select fields. Use the blue arrows to select fields to export. The double-arrows select all fields; however, limiting the fields exported will greatly reduce the size of the exported table.

4.2.6.2 Step 2: Creating Calculated Fields (optional)

This step is optional; click Next to skip to Step 3. User can create and populate fields in the exported table that were not present in the original table. These additional fields can be given either fixed values or values based on formulas. In this step, fields can be created that are calculated from other fields. For example, there may be a user that needs a field populated with the telephone number and last name of each person in the Results table. This can be accomplished in Step 2 of export process by creating a field that contains this information. Do not use this step to create blank fields as blank fields (if required) are created in Step 3.




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Figure 77: Adding Calculated Fields

1. Enter the Name of the new field. In the example, the field name is TELNAME. Fieldnames are limited to 8 characters.

2. Create a formula. Either type the formula directly into the work area (highlighted work area in the screen) or use the four list boxes (highlighted functions in the screen) to select functions and operators. When an operator is selected, it moves to the work area and has value ‘expC’ as a parameter passed to it, e.g. Alltrim(expC). ‘expC’ is a general parameter and should be replaced with the field name. Double-click fields in list box in the lower left side of the screen to select them and replace ‘expC’ with field names, where required.

3. The four operations list boxes are independent and optional. Select the operation based on the new field being created. Only those operations and functions will be used in formulas that are visible in the work area.

4. Click Verify to check the validity of entered formula. 5. Click Add to move the new field name and its formula into the box labeled Calculated

Fields. This box holds all custom calculated fields created by user that are going to be exported and are not present in the source file.

6. To remove an entry from the Calculated Fields box, double-click it. 7. To remove contents from work area, click Clear. 8. If a constant value needs to be assigned to the new field, enter the value in Value. 9. Click Next when finished.




4.2.6.3 Step 3: Creating Additional Blank Fields (optional)

User can add blank fields of any of four data types to the exported table.

Figure 78: Additional Fields

1. Enter the Name of the new field. 2. Select a data Type: Character, numeric, date, or logical. 3. Choose a field width (254 is the maximum width). 4. If Numeric is selected, user has the option to designate the number of decimal places by

using the Dec. spin box. 5. Click Save. The new field information will move to the bottom of the screen. 6. To remove a new field, double-click that record. 7. Click Back to return to Step 2 or Cancel to return to Step 1. Click Next when finished to

move to Step 4.

4.2.6.4 Step 4: Setting Filter Criteria

This is a data filter screen similar to one that appears in the Import Wizard. If no criteria are selected here, then the entire contents of the table will be exported. The filter works by comparing the contents of each field selected to a value entered. For example, user might choose to export all records that have a TERMCD of SA. In that case, Field: TERMCD, Operator: ==, Value: SA should be set.




Figure 79: Export - Step 4

1. Select a field based on which records will be filtered. 2. Select an operator. All available operators are listed below.

== Exactly equal to the entered value. != Does not equal the entered value. > Greater than the entered value. < Less than the entered value. >= Greater than or equal to the entered value. <= Less than or equal to the entered value. LIKE, NOT LIKE Enter the first few characters to be accepted or rejected. IN, NOT IN Choose a list of values to be accepted or rejected. IN STRING Enter characters that can appear within the value.

3. Enter a value to which the contents of the field will be compared. 4. To enter additional criteria, select either AND or OR from the list box on the right.

If AND is selected, each record must match both criteria. If OR is selected, each record has to match only one of the criteria.

5. Enable Field Query: If the operator IN or Not IN is selected, a list of choices will be generated automatically. For example, if field TERMCD and operator IN are selected, a list of all termination codes in the Results table will be generated.

�� Figure 80: List for IN Operator




Depending on the size of Results table, the generation of this list can take several minutes. Select all required values from the list by clicking the CTRL key of the keyboard and clicking on required values. Once values are selected, click Done to load the values in the Value field. Uncheck Enable Field Query, if there is no need to view the list of the contents of the field.

6. To remove the time part from last connect date field, select Truncate the time part of LCDATE.

7. Click Next when finished.

4.2.6.5 Previewing

The Preview window allows user to view data, view new fields if any were created, and create an export template.

Figure 81: Preview Screen

1. To view new fields, scroll to the right side of the preview screen. The new fields will be at the end.

2. To create a template, enter a template name and click Save. The next time Export utility is used, this template name will be available in Step 1.

3. If no data appears in the preview screen, then no records were found that matched the criteria you created. Click Back to modify criteria.

4. Click Export. A Save As screen will appear. a. Enter the name of the new table. b. Select a file type. .DBF is the default file type, but others file types, such as .XLS and

.CSV, are available. c. Click Save.

4.2.7. Campaign Results Campaign Results provides an interface for directly viewing all the data stored in the Results tables of campaigns. Records can be exported for use elsewhere, edited, and filtered for easier viewing. To access Campaign Results, open Management from the VC2 Launcher. Select Tables from the toolbar, and then click Campaign Results.




Figure 82: Campaign Results

4.2.7.1 Results Database

Each Results table contains the following default fields. Not all fields are listed here. Note that many fields in the Results table are optional or custom fields. For example, data may have been imported into the FNAME (first name) field or in a custom client name field when it was imported.

The Results database is designed to store detailed information about every telephone number in campaigns. It does not store information about every call ever made to each telephone number. To access historical information, use the History utility described later in Section 4.2.23. History.

Country Country code.

Tel Telephone number.

UNIQUEID Optional unique identifier.

CALLID Unique 8-character identifier assigned by the dialer when a record is called.

LNAME Last Name

MID Middle Initial

FNAME First Name

ADDR Address

CITY City

STATE State

ZIP Zip

KEYMLOC Key Map Location




LCDATE Last Call Date This field is populated with the date the record was last called by the dialer. The date format is month/day/year.

LCTIME Last Call Time. This field is populated with the time the record was last called by the dialer. The time format is seconds after midnight.

LIST FILE If the record is currently in use by a DynaCall call list, the name of that call list will appear here.

TERMCD The most recently assigned termination code.

TELMKTCD The Agent ID of the TSR who last accessed this record.

AGENTID Original Agent

ACDAGENT The ID of the ACD Agent who last accessed this record.

CBDATE The date of the next scheduled call back, if any. The date format is month/day/year.

CBTIME The time (in seconds) of the next scheduled callback.

COMMENT General comments.

CAMPAIGNID Campaign ID

ACDGROUP ACD Group

HISTORY Contains a record of every time the current telephone number was handled by a TSR.

CALLCOUNT The number of times the record was dialed for this campaign.

S-AMOUNT Sales amount.

CCAMOUNT Credit card Transaction Amount.

CCDATE Credit Card Transaction Date.

CCNUMBER Credit Card Number.

CCTRANS Credit Card Transaction Code.

CCTYPE Credit Card Transaction.

SALES Total sales steps completed.

SALEID Sale ID – same as TSRSALES SALEID.




DIALERID The Dialer ID through which the call was made.

LFTCEXCEPT Exception lead.

SOURCEFILE Call list source file.

DCALLCOUNT DynaCall call count.

CCALLIDTXT Call ID text passed to the telco for this call.

CCALLIDNUM Call ID phone number passed to the telco for this call.

RECORDID The record ID in the table.

DNIS The DNIS number of the lead.

IMP- DATE Date the record was imported into the Results table.

CCOTHER Credit Card Number.

CCMERCHANT Credit Card Number.

ROUTEACD The route ACD.

4.2.7.2 Managing Campaign Results Table

Selecting campaign Results table

To view a Results table for a different campaign, select the required campaign from the Campaign list box at the top right corner.

Exporting campaign records

Use Export to copy the contents of the Results table to another location. To export only certain records, user will need to set a filter (below).

1. Click Export. A Save As window will open to S:\StrataDial\Apps. User may navigate to a different location.

2. Select a file type. A FoxPro database (.DBF) is the default, but user may also export to a text file (.TXT), an Excel spreadsheet (.XLS), and others.

3. Enter a filename and click Save.

Editing campaign records

By default, the records are displayed in read-only mode. Clicking Edit will allow the user to type into any field and change Edit button text to ‘Stop Editing’. If there is any incorrect change, hold down the CTRL key on the keyboard and click the letter Z. This will undo only the most recent change user has made. All previous changes are permanent.




Figure 83: Edit Results

Filtering campaign records

Filter allows user to view only records that meet certain conditions, such as all records with a term code of SA. Click Filter to bring up the filter design screen:

Figure 84: Filter Record

1. Select a table. This is a list of all available tables. In the example above, the table is Results table but the temporary name is Turesultsfile.

2. Select a field to order by, if sorting of data is required. 3. Select filter criteria.

a. Select a field. In the example above, the current field selected is COUNTRY. b. Select an operator.

< Less than <= Less than or equal to <> Not equal to = Equal to (inexact: 713 = will match 713555 and 713666) == Exactly equal to (713 = will only match 713) > Greater than >= Greater than or equal to

c. Enter a value. The example above will look for records where the COUNTRY is equal to 1.




4. Click Add to move the filter criterion to the main portion of the screen. Repeat to add additional criteria.

5. Highlight a filter criterion and click Delete to remove it. 6. Click OR to enter a filter criterion that is acceptable even if the first criterion is not met. For

example, user may search for TERMCD = SA *OR* TERMCD = CB. 7. To move a filter criterion, use Up or Down. 8. To remove all criteria, click Reset. 9. To apply the criteria to the table, click OK. A message will appear showing how many

records matched the criteria and then user will be returned to the main screen. Only records matching the filter will be displayed. At this point, use Export if user would like to export only data matching the filter criteria.

10. The criteria will be stored until user click Reset, select a different table, or exit the Filter screen.

Using Advance Filter

If user is familiar with FoxPro, use Adv Filter to enter custom filter criteria. Click Build expression to open the Filter screen or Apply to use the custom filter criteria.

Figure 85: Advanced Filter

Clearing Filter

Once Filter has been used, only data matching the criteria will be displayed. Click Clear Filter to remove the filter conditions and view all records.

4.2.8. Remove Duplicate Records When data is imported into a Results table using the Import Utility, duplicate records are eliminated. However, if data is added to a Results table in some other manner, it is possible that a record will appear more than once. If duplicate records are found in a Results table, they may be removed using the Remove Duplicate Records utility in Table Management.

The duration of the duplicate removal process depends on the number of records in the selected Results table. Do not use Remove Duplicate Records on an active campaign.

To remove duplicate records from a Campaign Results table: 1. Open Management from the VC2 Launcher. 2. Select Tables from the toolbar. 3. Click Remove Duplicate Records.




Figure 86: Remove Duplicate Records

4. Use the Campaign list box to select a campaign. 5. Use Order By list box to choose whether TEL or UNIQUEID is the unique field in the

selected Results table. By default, TEL is the unique field in VC2 Results tables. 6. Click Remove. 7. Click Exit.

4.2.9. Call Back Resetter Callbacks are initially scheduled by TSRs using the Agent Screen. When a callback-type termination code (usually CB) is used to terminate a call, the TSR will be prompted to enter a callback date and time. The TSR can then access all of his or her callbacks from the Agent Screen and place those callbacks at the specified time. There may be a need to reassign one agent’s callbacks to another agent. This is accomplished using the Call Back Resetter. To access the Resetter, open Management from the VC2 Launcher. Select Tables from the toolbar and then click Call Back Resetter.

Figure 87: CallBack Resetter

1. In Reassign from Agent Code list, select the agent whose callbacks need to be reassigned. In Reassign to Agent Code, select the agent whom you want to assign callbacks.

2. Click Reassign.

Figure 88: Re-assign Message

3. Repeat for another agent, or click Exit.




4.2.10. Call Trak Archive The Call Trak table stores data about every call dialed out of or into the StrataDial System. It is recommended that this table be archived once a month; an extremely large Call Trak table can affect system performance. Archiving data means the data is purged (deleted) from the Call Trak table and stored in another location. However, it is important to realize that data from this table is used for reporting, and for historical statistics. Once archived, this data can no longer be accessed by the system. Therefore, select an archive date that will not limit the ability to view necessary reports.

To access Call Trak Archive, open Management from the VC2 Launcher. Click Tables and then select Call Trak Archive from the Table Management menu. The screen below will appear.

Figure 89: Call Trak Archive

Do not run Call Trak Archive while the dialer is running. 1. Record Count displays the total number of records and Oldest Date displays the date of

the oldest record in Call Trak table. 2. Select an Archive/Purge date.

This date will default to one month prior to the current date. If user needs to maintain historical data for a longer period, enter an earlier date.

3. Select an Archive Option. a. Archive & Purge: Records will be copied to the Archive directory and then deleted

from the Call Trak table. b. Purge: Records will be deleted without being copied.

4. Click Archive. When the process is finished, a message will be displayed that reads, “Archive & Purge procedure complete!”

5. Archived data is stored in the table S:\StrataDial\archive\calltka.dbf.

4.2.11. Purge Result Records Data can be stored indefinitely in a Results table, but there may be times when records need to be removed. For example, large Results tables take longer to re-index when Strata Database Manager is run, so removing records that will never be used again can reduce the time required for Database Manager. The Purge Result Records utility allows user to permanently remove records from any database based on criteria defined in the screen below.

To access Purge Result Records, open Management from the VC2 Launcher. Click Tables and then select Purge Result Records from the menu. The Purge Results Records screen will open.

Important: Callbacks will be reassigned for all campaigns.

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Figure 90: Purge Results

1. Select a Campaign whose Results table needs to be purged. 2. To purge all records in the source table without a filter, click Next. 3. To purge only certain records from your source table, define a filter criteria. Filters work by

comparing the value in the selected source table field to a value entered by the user. Records that match the criteria will be deleted, and all other values will be ignored.

There are three parts of each filter criterion: the source table field, the operator, and the value. For example, to purge all records with a termination code of 9*, user would enter Field: TERMCD, Operator: =, Value: 9*.

a. Use the Field Name list box to select the name of the field to be filtered. Only fields that appear in the preview window can be selected.

b. Use the Operator list box to choose an operation. All available operators are listed below. To negate any of these operations, select the Not checkbox. In other words, instead of selecting all TERMCD records that are LIKE the termination code 9*, we could select all TERMCD records that are NOT LIKE the termination code SA.

== Exactly equal to the entered value.

> Greater than the entered value.

< Less than the entered value.

>= Greater than or equal to the entered value.

>= Less than or equal to the entered value.




LIKE Enter the first few characters to be accepted.

IS NULL All records with null values will be accepted.

EMPTY All empty records will be accepted.

IN Choose a list of values to be accepted.

IN STRING Enter characters that can appear within the value.

OR The record must only meet one of the criteria to be purged.

4. Enter the Value the contents of the field will be compared to. In the TERMCD example, the value would be 9*.

5. To create more criteria, select AND or OR using the AND/OR list box, and then enter the additional criteria. AND: The record must meet both criteria to be purged.

6. If user has any programming knowledge, he can select the Custom query option to write code for filter criteria.

Figure 91: Purge Results by Custom Query

7. Click Next when finished to view a preview of records to be purged.




Figure 92: Preview Purge

8. If any records appear here that user does not want to remove, click Back and modify criteria. Otherwise, click Finish.

4.2.12. Update Result Update Result replaces termination codes in Results table with termination codes in a call list. To access Update Result, open Management from VC2 Launcher. Select Tables from the toolbar and then click Update Result in the Table Management menu.

Figure 93: Update Result

1. Click Select List File, a browse window will open in the S:\StrataDial\Apps directory. Highlight a list file name and click Select.

2. Select an appropriate campaign from the Campaign list box. 3. To close the screen, click Exit.

4.2.13. Term Codes Termination codes are two-character descriptors associated with campaign Results table, Call Trak, and call list records. The Dialer and TSRs assign termination codes at the end of each call to describe the outcome of the call. Termination codes are also assigned to newly imported records, and to records in call lists.

Most termination codes can be created, modified, and deleted in the Term Codes Table screen. System codes, termination codes created specifically for the Dialer cannot be modified or removed.

To access the Term Codes Table screen, select Tables from the Management toolbar. Select Term Codes from the menu. The screen below will appear.




Figure 94: Term Code

4.2.13.1 Field Definitions

Term Code The termination code can be comprised of numbers and capital letters.

System Code When this box is checked, the termination code is marked as a system term code and therefore cannot be altered or deleted.

Description The termination code description will be seen by TSRs when they are selecting termination codes from their Agent Screens.

Sale Code/Call Back Code/Others

A termination code must be identified by one type. This information is used in statistics and reporting, callbacks and campaigns that require verification. The term code type is critical for proper call handling. By default, the termination code “SA” is a Sale Code, and “CB” is a Call Back code. All other termination codes fall into the “Others” category.

Message This option is not currently used and has been reserved for future use.

4.2.13.2 Managing Term Codes

Locate a Term Code: 1. Click Find in the toolbar.

Figure 95: Find Term Code

2. Enter a two-character termination code. 3. Click Find. If the record exists, the Term Codes Table screen will display the record. If the

record is not found, use Find list boxes at the bottom of the screen, or scan the records one at a time using the arrows in the toolbar.

Modify an Existing Term Code: 1. Locate the termination code to be modified. 2. Make changes as necessary, and Save when complete.

Create a New Term Code: 1. Click Add to add a new record.




2. Enter the termination code, a description and select a term code type. 3. Select Save when complete.

4.2.14. Exchanges In this screen, users specify dialing procedures and rules for specific area codes and telephone exchanges. Dial prefixes and suffixes are also defined here. There should always be at least one record in the database for the country the dialer is located in and another for the local city/area code. There should also be a record with a blank Country, Areacode, and Exchange that will serve as the default dialing parameters for any numbers that do not match.

To access the Exchange Table screen, select Tables from the Management toolbar. Select Exchanges from the menu. The screen shown next will appear.

Figure 96: Exchange Table Screen

4.2.14.1 Understanding Dialing Rules

Dialer takes a number from the call list and compares it with the records in the Exchange table. Dialer first searches for a record that matches the Country Code + Areacode + Exchange of the number. If a record is found, the dialer uses the Dialing Rules specified for that record to define the nature of the number (long distance or local etc). If no record is found, dialer searches for records that match the Country Code + Areacode of the number. If a record is found, the dialer uses the Dialing Rules specified for that record to define the nature of the number (long distance or local etc). If no record is found then, dialer will search for Country Code only to determine dialing rules. Therefore, as mentioned earlier, there should always be at least one record in this database for the country the dialer is located in and another for the local city/area code.

4.2.14.2 Creating an Exchange Entry

Information does not need to be stored for every possible area code and exchange. Instead, settings only need to be created for area codes and exchanges with specific requirements. For example, imagine dialer is in Pompano Beach, Florida, where the area code is 954. Some of the telephone numbers to be dialed will be long distance, and others will not. Therefore, some telephone numbers require the area code be dialed, and others do not. For this example, assume user is calling numbers in Hallandale, Florida, Ft. Lauderdale, Florida, and Panama City Beach, Florida. User would have to create the following entries:

1. If number available is only Country Code 1. For dialing rules check: Long Distance, Dial 1 before Number. This will cover all area codes not specifically defined in the Exchanges Table, such as Panama City Beach (area code 850).




2. If number available is only Country Code 1 and Area Code 954. For dialing rules check: Long Distance, Dial 1 before Number. This will include all exchanges within the 954 area code that are not local.

3. If number available is only Country Code 1, Area Code 954, and Exchange 454. For dialing rules check: Dial City Code. This is the exchange for Hallandale. It is not long distance, but the city code (area code) must be dialed.

4. If number available is Country Code 1, Area Code 954, and Exchange 426. No options are checked for dialing rules. This is the exchange for Ft. Lauderdale. It is not long distance, and the city code (area code) does not have to be dialed.

4.2.14.3 Field Definition

Country Code Specifies the country code of the current record. The country code for telephone numbers within the United States is 1.

Area Code Specifies the area code of the current record. If this field is left blank, the dialing parameters in this entry will apply to all area codes that do not have a specific entry in this table.

Exchange Defines the three-digit exchange. If this field is left blank, the dialing parameters in this entry will apply to all telephone exchanges within the listed area code that do not have an individual entry in this table.

Long Distance Numbers

If checked, all telephone numbers that match the defined combination of country code, area code and exchange will be treated as a long distance number by the dialer. This may affect channel usage, as some channels may be enabled for long distance dialing, and other channels may not.

Dial One Before Number

If checked, “1” will be dialed before the phone number is dialed for all numbers that match the country codes, area codes, and exchanges listed here.

Dial Country Code If checked, the country code will be dialed for all numbers that match the country codes, area codes, and exchanges listed here.

Dial City Code If checked, the city or area code will be dialed for all numbers that match the country codes, area codes, and exchanges listed here.

Dial Prefix The number that is dialed before the telephone number in order to connect to an outside line. For example, some telephone systems require 9 to be dialed to reach an outside line. When using this option, a comma may be required after the prefix.

Note: Please consult your supervisor for information on specific requirements.

Dial Suffix The number that is dialed after the telephone number, for example, a long distance code.




4.2.14.4 Finding and Modifying Records 1. Locate an Exchange. 2. Click Find in the toolbar.

Figure 97: Find a Record

3. Enter a country code (COUNTRY), an area code (CITYAREA) and an exchange, if necessary.

4. Click Find. If the record exists, the Exchanges screen will display the record. If the record is not found, use the Find list boxes at the bottom of the screen, or scan the records one at a time using the arrows in the toolbar.

Modify an Existing Setting: 1. Locate the country code, area code, or exchange for which settings must be changed. 2. Make modifications as necessary. 3. Save when complete.

4.2.15. Time Zones The StrataDial System uses area codes to determine the time zone of each telephone number it dials. Maintaining a complete and accurate Area Code database is critical to ensure that customers and potential customers are being called at the correct time.

To view or modify the current Area Code database, open Management from the VC2 Launcher. Select Tables from the toolbar, then click Time Zones. This will open the Time Zone screen.




Figure 98: Time Zone

4.2.15.1 Field Definition

Country Code Dialing locations within the U.S. have a country code of 1.

City Code In U.S., this is the 3-digit area code. This may vary for other countries

City Name This information is optional.

Province This information is optional.

State This information is optional.

Time Zone Name Contains the time relative to Greenwich Mean Time (GMT), and name of the Time Zone. For example, if Central Time is selected, this field will display “(GMT-06 00) Central Time (US & Canada)”.

Abbreviation Contains name of the Time Zone.

Offset from GMT Shows the difference between the selected area time zone and Greenwich Mean Time (GMT). For example, Central Time is GMT – 06 00, meaning that when Greenwich Mean Time is 6 00 p.m., it is 12 00 noon in Central Time.

Start Day, Last Day, Abbreviation, Daylight Bias

For areas that participate in Daylight Savings Time, these fields display the first and last days of Daylight Savings time along with the number of minutes to be saved.

Dialer Schedule

This data defines appropriate dialing hours for the listed time zone. When a new record is created, the default dialing times are 8:00 a.m.




to 9:00 p.m., Monday through Friday, and 12:00 a.m. to 12:00 a.m. on Saturday and Sunday. This information is used by the DynaCall application during the list generation process. Please see the DynaCall manual for more information.

4.2.15.2 Creating or Modifying a Record

Locate an Area Code: 1. Click Find in the toolbar.

Figure 99: Find Time Zone

2. Enter a country code (CTRYCODE) and an area code (CITYCODE). 3. Click Find. If the record exists, the Time Zone screen will display the record. If the record is

not found, try scanning the records one at a time using the arrows in the toolbar.

Modify an existing Time Zone: 1. Locate the Area Code for which the Time Zone must be changed. 2. Use the Time Zone list box to select a time zone. 3. Modify the State abbreviation, dialer schedule and other data if necessary. 4. Save when complete.

Create a New Time Zone: 1. Click Add to add a new record. 2. Enter the Country Code, City Code, Time Zone, and remaining information as applicable. 3. Save when complete.

4.2.16. Country Codes The Country Code table stores a list of numeric country codes used in dialing, and associates each country code with the country name. To access Country Codes, open Management from the VC2 Launcher. Select Tables from the toolbar, and then click Country Codes in the Table Management menu.

Figure 100: Country Code




4.2.16.1 Creating or Modifying a Record

To locate a Country Code 1. Click Find in the toolbar.

Figure 101: Find a Country

2. Enter a numeric country code. 3. Click Find. If the record exists, the Country Code Table screen will display the record. If the

record is not found, use the Find list boxes at the bottom of the screen, or scan the records one at a time using the arrows in the toolbar.

To modify an existing Country Code 1. Locate the country code to be modified. 2. Make changes as necessary, and Save when complete.

To create a new Term Code 1. Click Add a New Record. 2. Enter the country code and a description. 3. Save when complete.

4.2.17. Color Scheme for Calls Color Schemes will help Floor Managers see the status of all their agents at a glance. Managers can see status of each TSR (talking, holding, on break, etc.) and how long the TSR has been in that status. Color Schemes are defined in Table Management, found in VC2 Management. These colors settings affect the Dialer Control Center’s Channel Status display. Colors can also be viewed by looking at the border of Agent Screens.

To view or modify the default Color Scheme, 1. Open Management from the Launcher. 2. Select Tables from the toolbar. 3. Select Color Scheme for Calls.

Figure 102: Color Scheme for Calls




4.2.17.1 Modifying Color Scheme

Each Call Status has two rows of colors associated with it: Foreground (FG) Color and Background (BG) Color. Each row of colors has five levels, 1st through 5th. Each Call Status also has a time Interval associated with it.

1. Interval: This is the time that must pass before a color is replaced with another color. 2. FG Color (Foreground Color): This is the color of the text of each channel in the Channel

Status display. 3. BG Color (Background Color): This is the color of the Background of each channel in the

Channel Status display. The Background is the color behind the text.

For Example: Look at the settings. Find the Idle call status and then look at the BG color settings. Note that the interval length is 2 Minutes.

During the 1st minute an agent is idle, the background will be light gray.

During the 2nd minute the agent is idle, the background will be light gray.

During the 3rd minute the agent is idle, the background will be gray.

During the 4th minute the agent is idle, the background will be dark gray.

During the remaining time, the agent is idle (any time after four minutes), the background will be black.

To modify color scheme: 1. Setting Interval Lengths

Use the spin box to select interval for each Call State, or highlight the current length and type over it.

2. Selecting Colors. a. Single-click the color that needs to be changed. The color palette will appear. b. Single-click the color to use it. c. Click OK.

3. Click Save to save the changes. If Exit is clicked, changes will not be automatically saved. 4. Click Undo to remove unsaved changes, and Redo to return changes removed with Undo.

Important: Do not choose the same FG and BG colors. Your text will be invisible against the background.

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Important: There are six call states for which colors and intervals can be defined. These are Idle, Talking, Recording, Dialing, On Break and Wrapup. The sections below will show what settings can be modified in the Event Color Chooser, how to make modifications, and how to apply those modifications to a campaign.




5. Click Default to return color settings to the system default.

4.2.17.2 Activating Color Schemes in a Campaign

Color Schemes are not active for all campaigns. They are activated in Screen Designer for individual campaign screens.

1. Open Screen Designer, then open the screen associated with the campaign. 2. Click Setup Properties in the Toolbar. 3. Select the Miscellaneous tab. 4. Select the box next to Enable Call Status Colors. 5. Exit the Properties window and Save the screen.

4.2.18. Translation This utility helps user add various phrases in different languages to customize language of text displayed in the Agent Screen Script Area. There should only be one entry for each Language ID and English description combination.

To create translation strings: 1. Open Management from the VC2 Launcher. 2. Select Tables from the toolbar. 3. Click Translation.

Figure 103: Translation

4. Language ID: Specify the language in language ID. It can be numbers or alphabets e.g. SPN for Spanish, GRM for German etc.

5. English description: This is the English string of the text that needs to be translated 6. Translation: This is the foreign language translation string. In this example, ‘Hello’ will be

displayed as ‘Ola’ if language Spanish is specified for Scripts.

4.2.19. Interactive Voice Response Editor An Interactive Voice Response (IVR) script is a set of instructions StrataDial will use to handle telephone calls. User may instruct StrataDial to perform certain actions, such as to play a message to the prospect at the other end of the line, prompt the prospect for a response and record it, etc. Each step takes up one script line, and consists of one or more commands that instruct the system how to complete the step.




1. Open Management from the VC2 Launcher. 2. Select Tables and click Interactive Voice Response. The screen like the one shown next

will appear.

Figure 104: Script Editor

4.2.19.1 Understanding the Interface The left side of the screen contains the Script Button Menu. Each of these buttons can be used to create a different instruction within the script. These buttons are summarized in the Script Button Menu section below. For detailed explanations of each button feature, see Section 4.2.19.5 Advanced Scripts.

The large white area (containing text in the image above) is the script design area. The instructions that user selects using the button menu appear here. The top portion of the screen contains a list box and three buttons. The list box allows user to open existing scripts to view or edit. The remaining buttons are listed below:

Save Saves a script file.

Play Script Plays script file and allows the user to hear VOX messages.

Recording Manager Allows user to create new VOX recordings or play existing recordings.

Move up selected line Use this button to move the selected line (from the scrip building area) one step up to reorganize sequence of script.

Move down selected line Use this button to move the selected line (from the scrip building area) one step down to reorganize sequence of script.




4.2.19.2 Script Buttons Each button in the menu is explained next. Note that all buttons are inactive until “Live Answer” or “Ans. Machine” is selected in the script design area.

Play Speech File Plays a message file (VOX file) that user selects to either a live answer or an answering machine.

Say String Takes user input string and says it when dialed using text-to-speech.

User Response Allow the caller to enter a one-digit response (0-9) on their telephone keypad. Based on that response, the system will then branch to other areas of the script.

Save Term Code and Play Speech File

Saves the selected term code and plays the selected VOX file. Note that this button does not save the script. To save select, Save located at the top of the screen.

Save TC Saves the selected termination code so that user can identify those prospects that initially indicated an interest in the product or service but did not stay on the line for the entire message.

Start Recording Prompts the caller to leave a voice message. Saves all messages in the StrataDial\Vox directory.

Transfer Plays a selected Vox file, then transfers a call to a designated number and defines what action is to be taken if transfer fails.

Go to line Instructs StrataDial to go back to a specified line of the script. For example, user may want to instruct the caller or listener to “Press 9” to repeat the list of options. In that case, create a “Go to line” command when 9 is pressed that would be directed to the greeting message line.

Data Entry Captures the DTMF (telephone keypad) and stores it in the database.

Say Data Says/plays the selected data variables using text-to-speech. To define data variables, see the “Get Data” section.

Query Data Searches for the selected user data.

If Compares a Data Entry variable against a user-specified value or another data variable, then uses the Go To feature to route to the appropriate script line.

Valid Input Keys These keys represent the keys on a telephone keypad. They are used in combination with Get User Data.

Patch Command Specifies which campaign the caller is transferred to in case, of any error in IVR script.




Run Script Runs the script developed.

4.2.19.3 Building an Outbound Script

The following examples can be used to start scripting. Note that each example requires a number of Vox files to be prepared in advance. Be sure these Vox files provide clear instructions to callers and listeners.

Also note that these examples are suggestions, and do not represent a comprehensive scripting guide. User can create scripts that are more complex and flexible than those shown here by combining the features described below.

For detailed explanations of each button feature, see Section 4.2.19.5 Advanced Scripts.

Scenario I - Greeting message with voice capture and answering machine message: In this example, three Vox files need to be prepared in advance. In the example, these files are named GREETMSG.VOX, RECORD.VOX, and ANSGREET.VOX.

Figure 105: Script Voice Mail Capture

For live answers: 1. Click “Live Answer” to select. 2. Click Play a Speech File to select the Vox file to be played. For example, “Thank you for

calling! Please press one to leave a voice message.” 3. Click User Response and select “GET User Input” line from the script building area. Click 1

from the Valid Input Keys. 4. Click “1” in the script building area and then click Start Recording. User will be prompted

to select a Vox file. Select the VOX file that will prompt the prospect to leave a voice message. For example, “At the tone, please leave your name and address, and we will mail you information concerning our 2006 product line.”




5. Highlight the “PLAY yourfilename.VOX and RECORD” line. Click Save TC and select a termination code.

For answering machine: 1. Click “Ans. Machine” to select. 2. Click Play a Speech File. Select the Vox file to be played on the prospect’s answering

machine. For example, “We have just released its 2006 line of products. To find out more about our new products, please call us at 713-795-2650. Once again the number is 713-795-2650.”

3. Highlight the “PLAY yourfilename.VOX” line. Click Save TC and select a termination code. 4. When the script has been completed click Save (next to Play Script at the top of the

window) and name the script.

Scenario II – Greeting message with voice transfer

Figure 106: Greeting Message with Transfer

1. Click “Live Answer” to select. 2. Click Play a Speech File to select the Vox file to be played. For example, “Please hold

while you are being connected to a representative.” 3. Click User Response and select “GET User Input” line from the script building area. Click 1

from the Valid Input Keys. 4. Click the “1” in the script building area and then click Transfer. User will be prompted to

select a Vox file. Select the VOX file that will direct the caller to enter a key to transfer call. For example, “Please hold while you are being connected to a representative.”

5. Enter the transfer number or select the ACD Group to transfer the call to. 6. Select if call is transferred from a Dual line or a Single line. 7. Specify which script line to go to, in case transfer is halted or in the case of an operator

intercept, answering machine or busy signal.




8. Click OK.

Figure 107: Call Transfer

9. Highlight the “PLAY yourfilename.VOX” line. Click Save TC and select a termination code.

4.2.19.4 Editing Scripts It is important to note that, after script instructions are created using the features below, user may make changes to the instructions without deleting them. For example, it may be required to change the Vox file in one script instruction, or change the transfer data in another.

1. Right-click the instruction line to be modified. 2. Select the option to be changed from the menu that appears. 3. Make changes and Save the script.

4.2.19.5 Advanced Scripts This section covers the use of each scripting feature in detail.

Play a speech file: 1. Select the required file to choose an existing VOX recording.

Say String:

This feature also makes use of text to speech capability of StrataDial. 1. Click Say String.

Important: If you normally dial 9, 1, or both to get to this transfer number, be sure to include those numbers in the transfer number.

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Figure 108: Say String

2. Enter text or numbers and click OK. 3. User can also attach a file to be read by clicking on Get file. Navigate to the required file

and click Select.

Save term code and end call: This feature combines two other scripting features in one step. This feature should be used when user plans to end the call after playing a voice file.

1. Click Save Term Code and End Call. 2. Select the VOX file to be played. 3. Select the termination code to be applied to the record.

Figure 109: Save Term Code

Transfer: Transfer is used to transfer listeners to an outside line. Clicking Transfer opens the Transfer configuration screen.

Figure 110: Transfer Call

1. Enter the number to which the caller will be transferred. Include any required dialing prefix

or suffix (such as 1, 9, or a long distance code).




2. If the caller needs to be transferred to an ACD group, select the respective ACD group from here.

3. Select whether call will be transferred from a Dual Line or a Single Line. 4. Specify which line in the script the caller should be taken to in case, of transfer failure or if

an operator intercept is encountered. Similarly, specify which line in the script the caller should be taken to in case, caller encounters a busy signal or no answer.

Start recording: 1. Use this feature to record a voice message from the listener. 2. Highlight the instruction line that the recording will follow. 3. Click Start Recording. 4. Select the Vox file to be played before recording starts. For example, “Please state your

complete address.” 5. If user has already created a Data Variable in the Get Data feature, he will be prompted to

rename the recorded file with a data variable name.

Figure 111: Start Record

6. If renaming is not required, click Cancel to use the default file name.

Go to line:

This feature allows user to redirect the listener to an instruction line that does not follow the current instruction line. For example, if user has given the listener a list of options, he may want a final instruction that says, “To hear these options again, please press 8.” Input Key 8 would then have a Go To Line instruction that restarts the option listing. User may also choose to skip ahead in the instruction sequence. For example, at the beginning of a message that lists user input options, a message might state, “Listen carefully to the following options. To exit this menu and speak to an agent, press 9.” Input Key 9 would have a Go To Line instruction that skipped ahead to a transfer instruction.

1. Highlight the instruction line where the “Go To Line” command will run. 2. Click Go to Line. 3. Select the instruction line from the list and click OK.

Figure 112: Go to Line




Get data: Get Data prompts the user to enter digits from their telephone keypad. These digits are stored in a data variable.

1. Click Get Data. 2. The Data Properties screen will open.

Figure 113: Get Data

a. Data Variable is the variable name. Leave it as it is to use default value. b. Select the Number of Digits that the prospect will respond with. For example, a yes

or no question would have a one-digit response (1 for yes, 2 for no). If listener is requested to enter their telephone number, Number of Digits will be a 10-digit response.

c. Enter the required Stop Character, e.g., #. d. Select Data Type of user response.

3. Click OK when finished.

Say Data: Say Data provides the StrataDial text to speech conversion feature. Text data selected here will be converted to speech and played to the listener. Before Say Data can be used, user must create a Data Variable, using Get Data or Query Data.

1. Click Say Data. 2. Select the Data Variable name from the list

Figure 114: Say Data

Query Data: This feature allows user to look up data already stored in a table, based on caller data. A data variable must already be created using the Get Data feature before Query Data can be used.

1. Click Query Data.




Figure 115: Query Data

2. Store query result in data variable shows the variable name in which query result will be

saved for use. This name can be modified. 3. Select the name of the data variable to be used to locate the new data from Search Data. 4. Select a table to search in by clicking on ODBC.

Figure 116: ODBC Setup

5. Enter the database authentication information and click OK.

User Response and Valid Input Keys: This feature allows user to create a branching script in which the listener is prompted to “respond” by making a selection on his or her telephone keypad. User Response should always be followed by at least one input key. Each input key represents a different “branch” in the script. For example,




“Press 1 for directions to our office. Press 2 to locate your account. Press 3 to be transferred to a live agent. Press 4 to hear these selections again.”

1. Click User Response. 2. A script instruction will appear that reads “GET User Input”. Highlight this line. 3. The Valid Input Keys will become active. Select one input key. 4. Highlight the input key number and create the set of instructions associated with that key. 5. Repeat steps 2 to 4 until all of the required options have been fulfilled.

IF

Based on data entered by the customer IF feature allows user to move him to different instruction lines. User must create at least two data variables using Get Data and/or Query Data before this feature can be used.

Here is an example of an IF statement:

If A = B, Go to line 1 Else, Go to line 2. In this example, if A has a value of 23, and B also has a value of 23, the listener will be directed to line 1. If A and B have different values, the listener will be directed to line 2.

1. Click IF. The screen below will appear.

Figure 117: IF – Else

2. Select a data variable in the If Data list box. 3. Select a different data variable to which the first will be compared in the Equal to Data list

box.

Important: The Valid Input Keys will only be active after the “GET User Input” instruction is highlighted.




4. Enter a value to which the first data variable will be compared in the Or Equal To text box. The first variable will be compared with this value in addition to the variable in Equal to Data list box.

5. Select an instruction line to go to if the statement is true. 6. Below the word “Else,” select an instruction line to go to if the statement is false.

Patch Patch specifies which campaign the prospect is transferred to in case, of any failure in IVR script.

1. Click Patch.

Figure 118: Patch

2. Specify the patch type, whether the call will be inbound or outbound and the campaign to which it will be sent to. Enter the time in seconds after which call will be sent to the campaign in the TimeOut spin box.

Run Script 1. Click this button to run the script.

Recording Manager

Recording Manager helps user to create new voice recordings, play existing files, delete files and rename Vox files.

1. Click Recording Manager.


SS.SDVC2.UM.1.0.1 Page 100 of 292 �

Proprietary information; no part of this document may be reproduced or transmitted in any form or by any means without prior permission of Stratasoft.

Figure 119: Recording Manager

2. Select the required file and click Play, Delete, Rename or Exit as required.

4.2.20. Break Reason Codes Break Reason Codes enable administrators/supervisors to monitor, report and improve the productivity of call center agents. The purpose of Break Reason Codes is to make it compulsory for all agents to provide a reason before going on break. This code is then used to monitor and generate reports on productivity and actual available time of agents.

To create a new Break Reason Code, 1. On Table Management, click Break Reason Codes. It will display Break Reason Codes

Table screen.

Figure 120: Break Reason Codes

2. Click and type a unique Break Reason Code and its description.




Figure 121: Creating Break Reason Codes

3. Click .

You can use navigation buttons to browse existing codes or click

to find a particular code.

To modify an existing Break Reason Code,

1. Use navigation buttons or to select the code that you want to modify.

2. Make required changes and click .

To delete an existing Break Reason Code,

1. Use navigation buttons or to select the code that you want to delete.

2. Click .

4.2.21. DNC/FTC Compliance Tables Different scenarios require numbers to be barred at various levels. Some phone numbers are barred (set as Do-Not Call) from a particular campaign while others can be barred from all campaigns. StrataDial Application features three levels of scope for Do-Not-Call numbers: Campaign specific DNC, System-wide /Global DNC and National DNC.

DNC numbers from the first two scopes are saved in the DNC table where as the National DNC numbers are saved in FTCDNC table. Once a telephone number is added to this list, the Dialer cannot dial it as an outbound call, nor can a TSR place the call manually or as a callback.

4.2.21.1 Managing DNC and FTC DNC Table 1. A TSR can add a number in the DNC table by terminating a call with the termination code

9*. 2. The number can be added manually in the DNC/FTC Compliance Table screen in Table

Management. 3. A list of numbers can be imported using the Import Utility with 9* set as the initial

termination code.

4.2.21.2 Adding/Removing a Number From DNC and FTC DNC Table

Open Management using the VC2 Launcher. Select Tables from the toolbar, and then select DNC/FTC Compliance Tables.




Figure 122: DNC Table

The entry date will be populated with the date the record was added by a TSR.

4.2.21.3 Adding a New Record 1. Enter the Telephone number to be added to the list, as well as the Country Code, In case

of Campaign DNC numbers, also select the campaign in which the number is a DNC number.

2. Click Add. 3. If record already exists in table, a warning message is displayed to the user. Alternatively,

“Record updated” message is displayed.

4.2.21.4 Removing a Number 1. Locate the record using Search. 2. Click Delete. 3. The record will remain on the screen, and the text “Deleted Record” will appear above it.

The number will be permanently removed when Database Manager is run.

4.2.21.5 Adding a List of Do-Not-Call Numbers If user has a list of numbers that must be added to the Do Not Call table, this can be done using the Import Utility in Management.

1. Refer to Section 4.1.2. Importing System and National DNC Data in Import Utility. 2. Select any campaign, and select the list of Do Not Call numbers to be imported as the

source file. 3. Proceed through Step 3. 4. At Step 4, select the initial term code of 9*. 5. Complete the import process. All of these records will be added to the DNC table or the

FTC DNC Table as specified by the user.




4.2.21.6 Searching for DNC Numbers 1. Enter the country code, telephone number or campaign for which records need to be

searched. 2. Click Search. All records that match the criteria selected by user are displayed in the grid.

In the example of Global/Campaign DNC shown above, search is based on Country 1 and Campaign TST.

4.2.21.7 Modifying DNC Numbers 1. Clicking on any record loads its information on the country, telephone and campaign text

areas. Edit the information displayed as needed and click Add.

4.2.21.8 Clearing Grid 2. To clear the grid of all records, click Clear.

4.2.22. Bulk Call Restriction This utility allows the creation a list of Do-Not-Call numbers in any area code and exchange. For example, it allows user to create a list to call every number from 713-795-0000 to 713-795-9999. The list can be assigned to Campaigns.

To set Bulk Call Restriction: 1. Open Management from the VC2 Launcher. 2. Select Tables from the toolbar. 3. Click Bulk Call Restriction.

Figure 123: Bulk Call Restriction

1. Enter the Country Code and the Area Code of the list being generated. For example, 1 and

713, respectively. 2. Enter the Beginning # (beginning number) and Ending # (ending number) for the sequence.

These numbers represent the exchange and the last four digits of the telephone number. The Beginning Number is the lowest number in the range, and the Ending Number is the highest number in the range. All numbers in this sequential Call List will begin with 713-795-0000 and end with 713-795-9999.

3. Enter the Step. This is the increment by which the numbers will be generated. For example, with an increment of 1, the first three telephone numbers would be: 713-795-0000, 713-795-0001 and 713-795-0002. With an increment of 3, the first three telephone numbers would be: 713-795-0000, 713-795-0003 and 713-795-0006.




4. Select the Campaign in which the list numbers will be restricted from being dialed and click Apply. Status for the addition of restriction number becomes visible on the screen. Once transaction is complete, a message displaying “Adding the restriction numbers is completed” will appear.

Figure 124: Bulk Call Restriction Status

4.2.23. History Data on all telephone transactions is recorded and can be accessed at any time. To view the full history of a telephone number within the StrataDial System, use the History utility in Table Management.

4.2.23.1 Using History Utility 1. Open Management from the VC2 Launcher 2. Select Table Management from the Management toolbar. 3. Click History.

Important: History utility relies on two StrataDial tables: the CallTrak table and the Results table. The History utility is not able to access archived or deleted data.

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Figure 125: Telephone Number History

4. Enter telephone number in the Telephone # text field. a. In case of entering ten-digit telephone numbers, the History utility will automatically

start searching the number after the tenth digit is entered. b. In case of entering less than ten digits, click Find after all necessary digits have been

entered. 5. When search is complete, all records of the requested telephone number will appear in the

grid. The amount of time required to gather information depends on the volume of data in the system. The History field will look for the number in the CallTrak table and in every Results table.

Figure 126: Request Telephone Number

6. To view all numbers within a certain area code and exchange, type only the area code and exchange, and then click Find. For example, user could research all numbers dialed that began with area code 713 and exchange 795.

4.2.23.2 Understanding History Data 1. The background color of records displayed in the grid will be either white or gray.

a. White records currently exist in Results table. b. Gray records are contained in the CallTrak table.




2. Column sequence can be rearranged by clicking on any field and dragging it to the required position without releasing the mouse.

3. To view the name of the table a record is from, move the scrollbar all the way to the right. A field named SOURCEFILE contains the name of the source table for each record. In this example, the records exist in campaigns TST (white and gray records). The record appears once in Results table from campaign TST and many times in Call Trak table.

4. To view the record in detail, highlight a record and click Detail. A new window will open that displays that record’s source table. A record pointer will be at the record in question.

Figure 127: Records Detail

5. The detail screen offers the capability to Export, Filter, and Edit records. Please see the Section 4.2.7. Campaign Results of the User’s Manual for a complete explanation of how to use these functions.

4.3. List Maintenance List Maintenance offers utilities for creating, manipulating, and analyzing call lists. To access List Maintenance, open the Management console and click List Maintenance in the toolbar

Figure 128: List Maintenance

Before any existing call list can be manipulated or analyzed, its name and location must be known. Call lists that have been imported into or created by the StrataDial system are typically stored in the S:\StrataDial\Lists directory. If DynaCall is used, then lists created by DynaCall that are no longer in use can be found in the S:\StrataDial\Lists\Processed directory. All call lists end in the extension .DAT. The exception to this is backed up call lists, which may end in the extension .BAK or .BA1, .BA2, etc.




4.3.1. DNC Management StrataDial VC2 optimizes the utilization of Do-No-Call (DNC) numbers in database by providing user with the power to choose the scope of Do-Not-Call numbers to exclude when manipulating call lists, hence, increasing the efficiency of the application. This is achieved by a set of options common in most of List Maintenance screens as highlighted in figure below.

Figure 129: DNC Optimization

Different scenarios require numbers to be barred at various levels. Some phone numbers are barred (set as Do-Not Call) from a particular campaign while others can be barred from all campaigns. StrataDial Application supports three levels of scope for Do-Not-Call numbers: Campaign specific DNC, System-wide /Global DNC and National DNC. Those numbers that are part of user-selected scope of DNC numbers are excluded from the Call List being created or modified. The table given below is provided to help cover the most common scenarios while creating or modifying call lists:

Scenario Enable Campaign DNC for Campaign

Disable Global DNC

Enable National DNC Example

To filter Campaign specific DNC

Check Check Uncheck

Company A has two campaigns for products X and Y. Person on number 123 is contacted for product X and requests never to be contacted again for that product.. Therefore, 123 can be set as DNC number for Campaign X (because of his request), but 123 can still be dialed from Campaign Y (as 123 is still a prospective client for product Y).

To filter System-wide/ Uncheck Uncheck Uncheck Person on number 123

is not interested in any




Global DNC products at all and does not wish to be contacted.

To filter National DNC Uncheck Uncheck Check FTC DNC

This new feature is provided in creating a sequential call list, merging call lists, dividing call lists, and Editing/Rebuilding call lists.

4.3.2. Creating a Call List Call lists can be created from Results table of a campaign or any FoxPro database file when DynaCall is not used to create call lists. After the initial call list has been used, a new list can be generated based on records in the campaign. For example, a list may be needed that contains only records terminated as AM (Answering Machine) and BS (Busy Signal).

4.3.2.1 Step 1: Choosing a Source File and Mapping Fields 1. Select Lists from the Management toolbar. 2. Click Create Call List.

Figure 130: New Call List

3. Choose a source file to create a Call List. The source file can either be the Results table of an existing campaign or any external database.

a. Campaign File: Select Campaign File as Source File. Subsequently, existing campaigns are filled in the Campaign list box. Select a Campaign name from the list box; this will automatically select the call list associated with the selected campaign and map the call list fields accordingly. As the source data is already in the StrataDial system, an import profile does not need to be created, rather, fields are matched automatically. If mapping needs to be changed (for example, map the TEL field to a custom CELLULAR field), the list boxes to the right can be used to modify the default mapping.

b. External DBF File: Click Select to browse for an external database file. Select required file. The path of the selected file becomes visible in the External DBF File field. Map the selected file to create an import profile by using the list boxes on the right.

4. Mapping is an essential step because currently user can map fields in the source Call List with fields readable by the Dialer.

5. Name the new Call List. a. Click Save As. This opens to the S:\StrataDial\Lists directory. b. Type a maximum eight-character name in the List File field. The file type will default

to .DAT. c. Click Save.




6. Click Next.

4.3.2.2 Step 2: Filtering Records in Call List

In step 2, records imported are filtered to generate a customized Call List.

Figure 131: Filtering Records (valid and invalid criteria)

The top area of the screen displays the filter command the Create Call List Wizard will use to import data. This information will only be informative to users who have programming background. It is not necessary to understand this information in order to import data. However, changes will be reflected in the top portion of the screen as information changes in the bottom half of the screen.

1. Import Records: To import all records in the source table without a filter, click Next. 2. Filter: Define filter criteria to import only certain records from the source table. Filters work

by comparing the value in the selected source table field to a value entered by the user. Records that match the criteria will be imported, and all other values will be rejected. In case user enters invalid criteria (e.g., cases where source table field data type does not match that of entered value), the value is highlighted in red and an ‘Error in Expression’ message is displayed. In that case, change value type or the operator. There are three parts of a filter criterion: the source table field, the criteria, and the value. To illustrate the filter selection process, we will set one criterion to import only those records that are from country USA.

a. Use the Field Name list box to select the name of the field to be filtered. Only fields that appear in the preview window can be selected. In the example given above, the field name is COUNTRY.

b. Use the Criteria list box to choose an operation. In the example given above, we have chosen the operator EXACTLY EQUAL. All available operators are listed below. To negate any of these operations, select the Not checkbox. In other words, instead of selecting all COUNTRY records that are EXACTLY EQUAL to 6, we could select all COUNTRY records that are NOT EXACTLY EQUAL to 6.

The table given below shows all criteria operators with their description:




Operator Description

== Exactly equal to the entered value.

> Greater than the entered value.

< Less than the entered value.

>= Greater than or equal to the entered value.

>= Less than or equal to the entered value.

LIKE Enter the first few characters to be accepted.

IS NULL All records with null values will be accepted.

EMPTY All empty records will be accepted.

IN Choose a list of values to be accepted.

IN STRING Enter characters that can appear within the value.

c. Enter a Value against which the contents of the field will be compared. In the

example, we have compared every country to the value 1. 3. After completing the first criterion, there are three options.

a. Click Next to continue to Step 6 with no additional criteria. b. To create a second criterion and use both of the criteria, select AND from the

AND/OR list box. c. To create a second criterion and use either of the criteria, select OR from the

AND/OR list box. 4. Click Next to continue. 5. Order By

To import records in order by a specific field or multiple fields, go to the Order By tab.




Figure 132: Order New Call List

a. Source fields are displayed on the left side of the screen. Use the Add and Remove buttons to move source fields to the right side of the screen, indicating they will be used to order data. Data can also be organized in the Ascending or Descending order by selecting either Ascending or Decending Order Option.

b. Order by TEL field is selected by default in Order By tab if number of records to be created is limited using Miscellaneous tab. This field selection can be modified in the Order By tab. However, if number of records to be imported is limited, then removing all selected fields displays a warning message as shown next. If user clicks Yes from the warning message, the limit of the records being imported (defined in Miscellaneous tab) will be disabled and all records will be imported.

Figure 133: Order by Warning Message

6. Group by Imported data can be grouped in rows based on values in one or more fields, using the Group By tab.




Figure 134: Creating New Call List

7. Miscellaneous The screen displayed next contains the default settings for the Miscellaneous tab.

Figure 135: Limit Records

8. To allow import of duplicate records, uncheck No Duplicate. 9. Import Wizard provides three options to limit the number of records being imported: Based

on fixed number of records, based on fixed percentage of records, and fixed number of records based on some user-selected field. The following points explain these options further.

a. To import a defined number of source records, uncheck All. In the No of Records spin box, type the number of records required for import from the source file. Leave the Percent checkbox unchecked and click Next.

b. To import a defined percentage of source records, uncheck All. In the No of Records spin box, type the percentage of records required for import from the source file. Select the Percent checkbox and click Next.

c. To define the number of records to be added based on one field, select the checkbox shown at the bottom left corner of the Miscellaneous tab. Those fields will be displayed in the list box that exists in the profile of the selected campaign. Select any field from the list box, the remaining fields in the profile will be displayed in the disabled Group by list box.

d. To define the number of records to be added based on two fields, select the Group by checkbox and select the second field from the list box. Click Next; it will open a new screen for selecting the required number of records to be imported.




Figure 136: Choose Number of Record

The next screen that appears displays a grid of three columns. An additional list area is displayed if two fields are selected to filter records:

Field: This is the field user selected in the previous step and shows every value of that field that occurs in the source file records.

Total Leads: This is the total number of occurrences found of the respective field value found in the source file.

Leads to Add: This is the number of records to import out of the total leads found. By default, all total leads found are set as total leads to import. Click the number that needs to be changed and update as required.

To redefine number of leads to add, click Clear Leads to Add. This sets the Leads to Add column to zero.

In the case where user selected two fields, Import Wizard displays all unique occurrences of the second field selected on the right side of the screen in the list area. Selection of any field in the list area updates the data in the grid to display all unique occurrences of records that have both the selected field value in the source file.

10. Click Next.

4.3.2.3 Step 3: Preview

Figure 137: Preview




The Preview Screen provides an opportunity to look at data before importing. If any fields are mapped incorrectly, click Back to correct the Import Profile. Otherwise, click Finish. Clicking Cancel returns user back to Creating a New Call List main screen.

4.3.3. Creating a Sequential Call List This utility allows the creation of a list of numbers in any area code and exchange. For example, it allows user to create a list to call every number from 713-795-0000 to 713-795-9999. The list can be randomized, assigned Caller ID and Caller text, and data that already exists in a campaign Results table (all or based on termination code) can be excluded from the list. User can also specify the scope of No-Not-Call numbers to be excluded from the list being generated.

1. Select Lists from the Management toolbar. 2. Click Sequential Call List.

Figure 138: Sequential Call List

3. Enter the Country Code and the Area Code of the list being generated. For example, 1 and 713, respectively.

4. Enter the Exchange. In the example above, 795 is the selected exchange. All numbers in this sequential Call List will begin with 713-795-XXXX.

5. Enter the Beginning # (beginning number) and Ending # (ending number) for the sequence. These numbers represent the last four digits of the telephone number. The Beginning Number is the lowest number in the range, and the Ending Number is the highest number in the range. If the Beginning Number is left at 0, then the lowest telephone number in the list will be 713-795-0000.

6. Enter the Step. This is the increment by which the numbers will be generated. For example, with an increment of 1, the first three telephone numbers would be: 713-795-0000, 713-795-0001 and 713-795-0002. With an increment of 3, the first three telephone numbers would be: 713-795-0000, 713-795-0003 and 713-795-0006.




7. Select the initial Term Code. All records in the new Call List will have this Termination code. This setting defaults to 00, which represents numbers never called.

8. Enter the Caller ID and Caller ID text. This is the ID and text displayed to callers when the Call List being generated is dialed.

9. Click Build to create the list. In the Save As dialog box, enter a name for the new sequential Call List and click Save. The file name entered by the user should be eight characters or less with no spaces.

Figure 139: Save List

10. Status of call list generation is displayed on the screen and a confirmation message box is displayed that reads, “Sequential call list completed.” when the call list has been built successfully.

Figure 140: Build Complete




4.3.3.1 Randomizing Call List Numbers

Check Randomize to randomize the call list. If Randomize is unchecked, the numbers will be dialed in numeric order. It is recommend randomizing the numbers to prevent a single household or a business with multiple sequential telephone numbers from being called more than once in a row.

4.3.3.2 Filtering Out DNC Numbers

Different scenarios require numbers to be barred at various levels. Some phone numbers are barred (set as Do-Not Call) from a particular campaign while others can be barred from all campaigns. Creating a Sequential Call List supports three levels of scope for Do-Not-Call numbers: Campaign specific DNC, System-wide /Global DNC and National DNC. Those numbers that are part of user-selected scope of DNC numbers are excluded from the Call List being created. The table given below is provided to help cover the most common scenarios while creating or modifying call lists:

Scenario Enable Campaign DNC for Campaign

Disable Global DNC



Check Check Uncheck


To filter System-wide/ Global DNC

Uncheck Uncheck Uncheck

Person on number 123 is not interested in any products at all and does not wish to be contacted.


Selection of a campaign from Enable Campaign DNC for Campaign loads the current defined DNC setting of chosen campaign on the screen. This way the DNC numbers for selected campaign are the ones that become DNC numbers for the call list being created.

For example, Check Enable National DNC if only numbers restricted by FTC are to be excluded from the new Call List.




4.3.3.3 Excluding Duplicate Records in a Campaign

Duplicate records can be deleted to avoid numbers from being dialed more than once at any time, leaving unique records in the Call List.

Figure 141: Excluding Duplicates

1. Check Exclude numbers from a results table. a. Use Select Campaign list box to select the campaign Results table against which

the list will be filtered. b. The radio button Exclude all numbers from results is selected by default. Any

telephone number within the defined sequential number range that is already in the Results table will not be added to the new call list.

c. To exclude only numbers with a specific termination code, select Exclude based on term code. Select one or more termination codes to exclude by clicking Select. All telephone numbers within the defined range that are already in the Results table and have the selected termination code(s) will not be added to the new call list.

4.3.4. Merging Call Lists The Merge Call Lists utility allows user to combine up to ten existing call lists into a single new list. Records can be sorted by any field and filtered by termination code and Do-Not-Call numbers scope.

1. Select Lists from the Management toolbar. 2. Click Merge Call List.




Figure 142: Merge Call List

3. Name the New Call List. Click Save As. This pops up a dialog box. Browse to where the

new Call List needs to be saved, type the name for the new list in the List File field and click Save. Call List names may contain up to eight characters with no spaces. Make sure the file Save as type is ‘DAT’.

4. Select a Term Code. By default, records in the new list will keep the termination code from the original lists, as indicated by the ‘Don’t Reset’ value in Term code list box. To reset the termination code, use the Term Code list box to select a new termination code.

5. Sort the new list by a specific field by selecting the Sort By list box. 6. Select Term Codes to Merge in case, only records with certain termination codes are

required to be merged into the new lists. If no termination codes are selected, no records will be merged.

a. To merge all records, click the double arrow to select all termination codes. b. To select only some termination codes to merge, highlight a term code and click the

single arrow. c. To remove a selected term code, highlight the term code and click the single arrow

pointing left. 7. Select call lists to be merged. Click Select next to one of ten open fields. A dialog box

opens the Lists folder. Highlight a list name and click Select. Repeat until the required Call Lists are selected (up to ten lists).

8. Click Build. A status window will be displayed in the upper right corner. When the new list is finished, a message box displaying ‘Task Completed’ appears. If new file name is not given when Build is clicked, a warning box is displayed.

9. Click Exit when finished.

Important: The new list may have the same name as one of the old lists. In that case, the new list will overwrite the old list.

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Different scenarios require numbers to be barred at various levels. Some phone numbers are barred (set as Do-Not Call) from a particular campaign while others can be barred from all campaigns. Merge Call List utility supports three levels of scope for Do-Not-Call numbers: Campaign specific DNC, System-wide /Global DNC and National DNC. Those numbers that are part of user-selected scope of DNC numbers are excluded from the new merged Call List. The table given below is provided to help cover the most common scenarios while creating or modifying call lists:

Scenario

Enable Campaign DNC for Campaign

Disable Global DNC



Check Check Uncheck







For example, check Enable National DNC if only numbers restricted by FTC are to be excluded from the new Call List.

4.3.5. Dividing Call Lists by Time Zone The Divide Call List utility allows an existing Call List to be divided into multiple lists based on Time Zone. The utility uses data from the Time Zone table to determine which area code belongs to each time zone.

1. Select Lists from the Management toolbar. 2. Select Divide Call List.




Figure 143: Divide Call List

3. Choose the Call List to be divided by clicking on Select. Browse the List folder and click the list that you want to divide and click Select.

4. To order each new list by a specific field, use the Sort By list box. 5. Select a termination code to assign to the records in the new Call Lists. By default, records

in the new lists will keep the termination code from the original list, as indicated by the ‘Don’t Reset’ value in the Term Code list box. To reset the termination code, use the Term Code list box and select a new termination code.

6. Click Build. A status indicator will appear in the upper right corner of the screen. After the call list has been divided, a summary screen will display the number of time zones in the original list, how many records were in each Time Zone, and the names of the newly created lists.



Different scenarios require numbers to be barred at various levels. Some phone numbers are barred (set as Do-Not Call) from a particular campaign while others can be barred from all campaigns. Merge Call List utility supports three levels of scope for Do-Not-Call numbers: Campaign specific DNC, System-wide /Global DNC and National DNC. Those numbers that are part of user-selected scope of DNC numbers are excluded from the new Call List(s). The table given below is provided to help cover the most common scenarios while creating or modifying call lists:

Scenario


Disable Global DNC



Check Check Uncheck

Company A has two campaigns for products X and Y. Person on number 123 is contacted for product X and requests never to be contacted again for that product.. Therefore, 123 can be set as DNC number for Campaign X (because of his




request), but 123 can still be dialed from Campaign Y (as 123 is still a prospective client for product Y).






For example, Check Enable National DNC if only numbers restricted by FTC are to be excluded from the new Call List.

4.3.6. Editing/ Rebuilding a Call List Edit/Rebuild Call Lists allows the user to make changes to an existing call list, including randomizing the list, sorting it, updating any or all termination codes, filtering Do-Not-Call numbers and modifying single records.

1. Select Lists from the Management toolbar. 2. Select Edit/Rebuild Call List.

Figure 144: Edit/Rebuild Screen

3. To select a call list, click Select. A browse window opens to the S:\StrataDial\Apps directory. Highlight the call list required and click Select. Once a call list selected, any of the actions below can be performed. Changes will be saved when Rebuild is clicked. A




status display will appear in the upper right corner of the screen. When the call list has been updated, a “Task Completed!” message will be displayed.


4.3.6.1 Sorting Call Lists

Call Lists created can be reorganized based on a specific field. To sort a list, click Sort By radio button and select the field on which sorting is to be based from the list box provided. Choices in the list box include County, Telephone number, Unique ID, Termination Code, Agent and Station. Click Rebuild to save changes. In case, you do not want to order or randomize a call list, select No Action.

4.3.6.2 Randomizing Call List

Call List records can be reshuffled randomly to refresh call lists. To randomize a list, click Randomize radio button. Click Rebuild to save changes. In case, you do not want to sort or randomize a call list, select No Action.

4.3.6.3 Resetting Termination Codes RESET TERM CODES feature allows user to select records in the call list based on termination code and then reset the termination codes of those records. For example, you might choose to reset all “BS” and “AM” termination codes to “00”.

1. In the RESET TERM CODES area on the right side of the screen, use the blue arrows to select the current termination codes that need to be reset. Use the double arrow to select all termination codes that need to be reset.

2. Use the Reset Term Codes To: list box on the left side of the screen to select the new termination code to be assigned.

3. Click Rebuild to save changes.

4.3.6.4 Reviewing/Updating Individual Records The bottom portion of the screen displays the first record in the call list.

1. To browse these records, use the blue arrows. The double arrow pointing left jumps to the first record in the call list. The double arrow pointing right jumps to the last record. Single arrows are used to navigate records on at a time.

2. Any field displayed can be updated. For example, type in the Phone # field to update the area code of a record, or use the Term Code list box to select a new termination code.

3. For example, the record displayed in the screenshot shows that Agent JON received a call from Phone number ‘7137295467’ while he was logged in from Station ‘001’. This call with company ‘00098765’ ended in a Sale as represented by termination code ‘SA’.

4. Click Save icon to save changes before moving to the next record.

5. Click Delete icon to delete a record from the list. 6. Click Undo icon to undo a changes made to a record. 7. Click Refresh icon to reload the record displayed.

Important: Changes made to one record will be discarded if the changes are not saved before moving to the next record.

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Different scenarios require numbers to be barred at various levels. Some phone numbers are barred (set as Do-Not Call) from a particular campaign while others can be barred from all campaigns. Merge Call List utility supports three levels of scope for Do-Not-Call numbers: Campaign specific DNC, System-wide /Global DNC and National DNC. Those numbers that are part of user-selected scope of DNC numbers are excluded from the selected Call List. The table given below is provided to help cover the most common scenarios while modifying call lists:

Scenario


Disable Global DNC



Check Check Uncheck






Selection of a campaign from Enable Campaign DNC for Campaign loads the current defined DNC setting of chosen campaign on the screen. This way the DNC numbers for selected campaign are the ones that become DNC numbers for the call list being created. For example, Check Enable National DNC if only numbers restricted by FTC are to be excluded from the new Call List.

4.3.7. Analyzing a Call List After a call list has been dialed, it is useful to view a graphic overview of the call list penetration. There may be records with termination codes that will no longer be useful in your campaign, such as telephone numbers that reach a fax or modem. It may be required to export other call list records to be used in creating a new list, or a secondary campaign. All of these things can be accomplished through the Analyze Call List utility.

1. Go to Lists in the Management toolbar. 2. Select Analyze Call List.




Figure 145: Analyze

3. Select a Call List to analyze. Click Select to browse for a call list in the Lists folder. By default, the window opens to the S:\Stratadial\Apps directory. Click a list name and click Select.

4. Other than Exit, all buttons are disabled until a Call List is selected. Analyze is enabled when a list is selected.

4.3.7.1 Analyzing Data Click Analyze to view statistical data in list. Depending on the size of the selected list, there may be a delay while the list is processed and the graph is created. The progress status is shown at the top right corner of the screen. Once an analysis is shown, the Export, Create and Purge buttons become enabled.

Figure 146: List Analysis

1. Term Code Grid: The left grid column, Term Code, displays one of each termination code

in the call list. The second column, Total, shows how many records in the call list matched the corresponding termination code. The third column, Select allows the user to specify




which term codes to export. The fourth column, Records to Add, is used for selecting records that you want to use to export from a list, to create a new list, or to purge the existing list.

2. Term Code Graph: The graph displays the data from the grid. The vertical axis of the graph indicates the number of occurrence. Each colored column represents a termination code. A color-key for these columns is on the right side of the graph.

4.3.7.2 Exporting Data in DBF Format Data will be exported in DBF format.

1. Select records to export by checking the appropriate box in the Select column. 2. Click Export. 3. Enter the new filename and select location to save exported file. Click Save.

4.3.7.3 Exporting Data in DAT Format Data will be exported in DAT (call list) format.

1. Select records to use in the new list by checking the appropriate box in the Select column. 2. Click Create. 3. Enter a name for the new call list and select location where the new file is to be saved.

Click Save.

4.3.7.4 Purging Records from the Call List This option is used to permanently remove records from a call list.

1. Select records to purge by checking the appropriate box in the Select column. 2. Click Purge. After the purge is complete, the purged records will no longer appear in the

term code grid or on the term code graph.

4.3.7.5 Backing up Records

To make a backup of existing list before it is purged, check the box next to Make Backup Before Purge/Create. The backup file will be stored where the source call list is saved and named with the original filename. The backup file extension will be “BA” for the first backup, “BA1” for the second backup, etc.

4.3.8. Optimizing a Call List Using this utility, records in an existing call list can be sorted based on user-selected termination codes. For example, after dialing on a 1,000-record call list, it may be required to put all records with NA (no answer), NT (no TSR available), and BS (busy signal) termination codes at the top of the list, so those will be dialed first.

1. Select Lists from the Management toolbar. 2. Select Optimize Call List.

Important: Records will only be purged from the selected call list. No records will be purged from any Results table.

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Figure 147: Optimizing Call List

3. All lists found in S:\StrataDial\Lists will be displayed. Use the arrows to select one or more lists to optimize.

4. Select one or more termination codes to be optimized. The records in the list will be in the same order as the termination codes listed in the “Selected” side of the screen.

5. Click Optimize. After the list has been ordered, the message “Optimization Complete” will appear.

4.4. Reports StrataDial.VC2 offers a wide array of reporting tools that allows monitoring the productivity of a call center in a number of different ways. In this section, each report available within the system will be discussed. At the beginning of each topic, a summary of the report is given, followed by an explanation of how to use the report, and finally a description of the data displayed in each report.

All reports are accessed through the Management application. Open Management from the VC2 Launcher and then select Reports from the toolbar. The Reports menu below will appear.

Figure 148: Reports




4.4.1. Printing/Previewing Reports All reports use the same Print and Preview processes.

4.4.1.1 Printing a Report without Preview 1. Click Print at the top of the screen. A print dialog will appear.

If default settings are not needed, select a printer, the number of copies, and a page range.

2. Click OK. 3. If no records match the criteria selected, a message will appear that reads, “No records

found.” Modify criteria given and try again. 4. After printing, a message box will ask, “Save results to table?” Click Yes, if report data

needs to be saved. 5. Select a file type for the table (DBF is the default), enter a name, and click Save.

4.4.1.2 Previewing Report before Printing 1. Click Preview Report at the top of the screen 2. If no records match the criteria selected, a message will appear that reads, “No records

found.” Modify the given criteria and try again. 3. After the data has been processed, a preview screen will open, displaying the first page of

the report. A preview toolbar will appear in the upper left corner of the screen.

Figure 149: Preview Toolbar

a. Use and to move to the next page or the previous page.

b. Use and to move to the first page or the last page.

c. Use to locate a specific page.

d. Use list box to resize the report display on screen.

e. Click to exit the preview without printing.

f. Click to print the report. 4. After exiting, a message box will ask, “Save results to table?” Click Yes, if report data

needs to be saved. 5. Select a file type for the table (DBF is the default), enter a name, and click Save.

Important: Data will not be viewable in the report format; the data will be stored directly in a table. Print a report prior to printing.

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4.4.2. Computing Agent Status During a login session, an agent transitions between various states which are used in multiple reports. Calculations for such states are given below.

4.4.2.1 Talk Time Talk time is the duration in which both the agent and the customer are connected. Talktime = Sum (Distime - Contime) from Calltrak Table

4.4.2.2 Wrap Time Wrap time is the duration starting at call disconnect (distime) up to time of disposition (endtime). Wraptime = Sum (Endtime - Distime) from Calltrak Table

4.4.2.3 Wait Time This is the duration from agent available start time to agent connect time. Waittime = Sum (Contime - Waitstart) from Calltrak Table

4.4.2.4 Queue Time (Hold Time) Hold time is the duration that the caller was held on an ACD Group to wait for an agent. Holdtime = Sum (Contime - Holdstart) from Calltrak Table

4.4.2.5 Idle Time Idle time is any length of time where the agent was ready, but the period of time did not conclude with a call being connected. For example, agent goes off break, waits for 5 seconds, and then goes back on break. As there was no call, so this time is not considered as wait time and is counted as idle time. Idletime = Logintime - Breaktime - Waittime - Talktime - Wrapuptime

4.4.2.6 Login Time Login time is the duration for which the agent is logged into a campaign. Logintime = Sum (Loginend - Loginstart) from Tsrlogin Table

4.4.2.7 Break Time This is the duration for which the agent is on break. Breaktime = Sum (Breakend - Breakstart) from Tsrbreak Table

4.4.2.8 Unavailable Time This is the duration for which an agent was unavailable for taking calls. Unavailable time = Idletime + Breaktime

Important: Data will not be viewable in the report format; the data will be stored directly in a table. Print a report prior to printing.




4.4.3. Call Back/Sales Report This report provides data on the number of sales completed or callbacks scheduled for any TSR, campaign, date range, and time range.

Data in this report comes from the Call Trak table and from the Results tables of the selected campaigns.

4.4.3.1 Report Options

Figure 150: Report Criteria

Report Type Select Call Back Report, Sales Report or Call Back Due Report according to requirement.

Time Frame Select a date and time range of records to be included in the report. Report by Shift only applies to reports with a date range of more than one day. If report by shift is checked, the report time range will be interpreted as a daily setting. In the example pictured above, the report data would include dialing from 9:00 am to 9:00 pm on August 1st, from 9:00 am to 9:00 pm on August 2nd, and from 9:00 am to 9:00 pm on

Important: Call Back Report does not report on the number of call back calls placed. For example, a TSR might terminate five calls with a call back termination code, then make two of those call backs later the same day. This leaves three scheduled callbacks that will appear in the Call Back Report.

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August 3rd. In other words, data is reported in “shift time per day”. If report by shift is not checked, the report time range will not be used as a daily setting. For example, if the dates and times above were used, data would be reported from 9:00 am on August 1st to 9:00 pm on August 3rd. In other words, data is reported “around the clock.”

Sort by Report data will appear in alphabetical or numeric order based on the field selected here. Options include first name, last name, city, state, zip, sale/call back date, and sale/call back time.

Agents Only agents that were active during the selected date range will appear in the Available box. Highlight one agent and click the single arrow to select. To select all available agents, click the double arrow. To remove agents from the selected box, highlight the agent’s name and click the arrow pointing left.

Campaigns Only campaigns that were active during the selected date range will appear in the Available box. Highlight one campaign and click the single arrow to select. To select all available campaigns, click the double arrow. To remove a campaign from the selected box, highlight the campaign name and click the arrow pointing left.

4.4.3.2 Report Data

Report data is grouped by campaign ID, then by agent.

Telephone number

The number dialed.

Name From the FNAME and LNAME Results table fields.

Address From the ADDR Results table field.

City From the CITY Results table field.

State From the STATE Results table field.

Zip From the ZIP Results table field.

Totals Total callback and sales are displayed for each agent and campaign. At the end of the report, a Grand Total is displayed.

Call Back Report

Call back date: Date scheduled by the agent for the number to be called back.

Call back time: Time scheduled by the agent for the number to be called back.

Sales Report Sales Amount: Dollar amount of sale, if entered.

Sale Date: Date of sale.

Sale Time: Time of sale.




4.4.4. Productivity Report The productivity report displays a wide variety of productivity data for agents or campaigns, including talk time, wait time, login time, break time, number sales, number of verified sales, and more.


Group Report by (Agent or Campaign)

Agent: The report will be grouped by agent and then sub-grouped by campaign.

Campaign: The report will be grouped first by campaign and then sub-grouped by agent.

Level of Detail Detailed: The agents’ activity is broken down by Campaign, followed by a summary for the Agent.

Summary: The campaign-by-campaign breakdown is omitted, printing only the summary data for each Agent. This is reversed for the Campaign Reports.

Date Range Select a date and time range of records to be included in the report.

Report by Shift only applies to reports with a date range of more than one day. If report by shift is checked, the report time range will be interpreted as a daily setting.

If report by shift is not checked, the report time range will not be used as a daily setting. For example, if the dates and times above were used, data would be reported from 9:00 am on July 4th to 9:00 pm on August 3rd. In other words, data is reported “around the clock.”

Agent or Campaign Selection

The bottom portion of the screen contains Agent names or Campaign names, based on user choice in the Group Report by category. Only agents or campaigns that were active during the selected date range will appear in the Available box. Highlight one agent or campaign and click the single arrow to select. To select all available agents or campaigns, click the double arrow. To remove agents or campaigns from the Selected box, highlight the agent or campaign name and click the arrow pointing left.

4.4.4.2 Report Data

Report data is grouped by campaign ID or by agent, based on user-selection.

Login Time Hours, minutes, and seconds the agent has been logged in.

Talk Time Hours, minutes, and seconds the agent has spent talking.

Avg. Talk Time Talk time divided by the number of connects.

Break Time Hours, minutes, and seconds the agent has been on break.

Connects Number of calls connected to the agent.




Pitches Number of calls that remained connected to agents for a period at least as long as the pitch length defined in the campaign profile.

Pitch Ratio Number of pitches divided by connects.

Sales Ratio Number of sales divided by connects.

(Sales/Pitches) Ratio of sales to pitches.

Callbacks Number of callbacks scheduled by the agent.

Sales Number of calls terminated with a sale-type termination code.

Amount Total sales amount for all sales. This data comes from the S__AMOUNT field in the campaign Results table. If a custom sales amount field is used, this value will be zero.

Sales/Hour Number of sales divided by hours of login time.

Connects/Hour Number of connects divided by hours of login time.

Verified Sales Number of sales approved by a verification agent. If ACD verification is not being used, this value will be zero.

Amount Total sales amount for all verified sales.

Wait Time Hours, minutes, and seconds the agent was logged in but not on break, talking, or in wrap up.

Occupancy Talk Time divided by Login Time.

Idle Hours, minutes, and seconds the agent was logged and was in idle state.

Idle % Total Idle Time divided by Login Time.

Wrap up Time Hours, minutes, and seconds the agent was in a wrap up status (the agent has disconnected the call, but has not yet terminated the call).

Pitches/Hour Number of pitches divided by hours of Login Time.

Wrap up/Login Time

Ratio of Wrap up Time to Login Time.

Available Hours, minutes, and seconds the agent was available for calls.

Totals Totals for each field listed above are displayed for each agent and campaign. At the end of the report, a Grand Total is displayed.

Call Count by This summary appears for each campaign in the report. It displays the




Call Type number of calls dialed or received for each call type. For detail on the call types listed here, please see the Glossary.

Figure 151: Productivity Report




4.4.5. Sales Productivity Report This report allows users to compare agent productivity based on three user-selected lists of termination codes. These lists represent the termination code categories: “Yes,” “Maybe,” and “No.”


Figure 152: Sales Productivity Report

Level of Detail

Detail: Data will be grouped by campaign, and statistics will be displayed for each agent.

Summary: Data will be displayed for each campaign, and no information will be displayed for individual agents.

Time Frame

Select a date and time range of records for which data will be displayed.

Campaign

Only campaigns that were active during the selected date range will appear in the Available box. Highlight one campaign and click the single arrow to select. To select all available campaigns, click the double arrow. To remove a campaign from the selected box, highlight the campaign name and click the arrow pointing left.

Term Codes

Select at least one termination code for each category, “Yes,” “Maybe,” and “No,” by highlighting the code and clicking the single arrow.

4.4.5.2 Report Data

Report data is grouped by campaign. If a detailed report was created, all agents that received calls on the campaign will be listed under each campaign category. If there is a record, in which the space for the agent name is populated with a hyphen (-), then the termination codes selected were assigned by the dialer.





[No] Term Codes Number of calls terminated with a termination code from the “No” category.

[Maybe] Term Codes

Number of calls terminated with a termination code from the “Maybe” category.

[Yes] Term Codes

Number of calls terminated with a termination code from the “Yes” category.

Sales Amount Total dollar amount of sales for each agent.

Sales Amount Per Talk Time Hour

The sales amount divided by the talk time for each agent.

Average Sales Amount

The sales amount divided by the number of No, Maybe, or Yes calls.

Conversion % The sales divided by pitches.

Totals Totals for each campaign are displayed. At the end of the report, a Grand Total is displayed.

4.4.6. User Defined Productivity Report The User Defined Productivity report generates data similar to that of the Productivity Report. In addition to providing data on sales and verifications, data is also provided based on two user-selected lists of termination codes “Contacts” and “Completes” (used at the time of alternate telephone number dialing). A Contact Code is a category of termination codes. When a contact code is assigned to a record, the Dialer does not dial alternate numbers associated with that particular record until the task is re-queried or executed again. A Completion Code is a category of termination codes. When a completion code is assigned to a record, the Dialer does not dial that particular record for the task again.

Important: For contact codes, the next number will still be dialed the next time DynaCall queries (i.e. builds a list). The exception is when either none of the telephone term code fields remaining have a termination code value that is in the ‘Term Codes To Dial’ list -or- some other criterion has been created such that it won’t add the number e.g. Term Codes.





Figure 153: User Defined Productivity Report

Level of Detail Detail: Data will be grouped by campaign, and statistics will be displayed for each agent.


Report Type Agent: The report will be grouped by agent and then sub-grouped by campaign.

Campaign: The report will be grouped first by campaign and then sub-grouped by agent.

Time Frame

Select a date range and a time range of records for which data will be displayed.

Agent or Campaign Selection

The bottom portion of the screen will contain Agent names or Campaign names, based on user selection in the Group Report by category. Only agents or campaigns that were active during the selected date range will appear in the Available box. Highlight one agent or campaign and click the single arrow to select. To select all available agents or campaigns, click the double arrow. To remove agents or campaigns from the Selected box, highlight the agent or campaign name and click the arrow pointing left.

Term Codes

Select at least one termination code for each category, Contacts and Completes, by highlighting the code and clicking the single arrow.




4.4.6.2 Report Data

Report data is grouped by campaign ID or by agent, based on user selection.

Login Time Hours, minutes, and seconds the agent has been logged in.


Avg. Talk Time Talk time divided by the number of connects.

Break Time Hours, minutes, and seconds the agent has been on break.

Contacts Term Codes that will tell the dialer NOT to dial the next number for a record.

Complete Term Codes that will tell DynaCall to never dial a record again.

Sales Number of calls terminated with a sale-type termination code.

Amount Total sales amount for all sales. This data comes from the S__AMOUNT field in the campaign results table. If a custom sales amount field is used, this value will be zero.

Sales/Hour Number of sales divided by hours of login time.

Contacts/Hour Number of contacts divided by hours of login time.

Sales/Contact Ratio of sales to contacts.

Sales/Completes Ratio of sales to completes.

Verified Sales Number of sales approved by a verification agent. If ACD verification is not being used, this value will be zero.

Amount Total sales amount for all verified sales.

Wait Time Hours, minutes, and seconds the agent was logged in but not on break, talking, or in wrap up.

Occupancy Talk Time divided by Login Time.

Idle Hours, minutes, and seconds the agent was logged and was in idle state.

Idle % Total Idle Time divided by Login Time.

Completes/Hour Ratio of Completes to Hour.

Wrap up Time Hours, minutes, and seconds the agent was in a wrap up status (the call is disconnected, but has not been terminated).




Wrap up/Login Time

Ratio of Wrap Up Time to Login Time.

Totals Totals for each field listed above are displayed for each agent and campaign. At the end of the report, a Grand Total is displayed.

Call Count by Call Type

This summary appears for each campaign in the report. It shows a breakdown of calls within the date and time range based on call types Outbound, Inbound, Manual, and Call Back calls. Refer to the Glossary for a definition of these terms.

4.4.7. Call List Term Code Report This report generates a count of termination codes for selected call lists. The call list names in the Available Lists box are taken from the folder S:\StrataDial\Lists.

4.4.7.1 Report Option

Figure 154: Call List Term Code Report

Select one or more call lists. Highlight each list name and click the single arrow to move the list from Available Lists to Selected Lists.

4.4.7.2 Report Data

Data is displayed for every record in the call list, regardless of when the record was dialed. Data is divided by call list and then grouped by termination code.

Term code The termination code assigned.

Description The termination code description from the Term Code table.

Total Number of records in the Call List matching the termination code.

% of Total Number of records matching the termination code, divided by the total number of records in the Call List.

Comments Text in the comments field in the Term Code table is displayed here.




4.4.8. Campaign Term Code Report This report provides data on termination codes assigned for each campaign, within a defined date range. The data for this report is drawn from the Call Trak table; therefore, both system-assigned and agent-assigned termination codes will be displayed.


Figure 155: Campaign Term Code Report

Level of Detail Show termination codes for each agent grouped by campaign: Data will be grouped by campaign, and statistics will be displayed for each agent.

Show termination codes for each campaign only: Data will be grouped by campaign only and no agent-specific data will be displayed.

Date & Time Select a date and time range for which data will be displayed.

Campaigns

Highlight one campaign and click the single arrow to select. To select all available campaigns, click the double arrow. To remove campaigns from the selected box, highlight the campaign name and click the arrow pointing left.

4.4.8.2 Report Data

If the detailed report was selected, term code information will be displayed for each agent. If any calls were not passed to agents, they will appear under “System-Terminated Calls.”

Term Code The termination code assigned.

Description The term code description, taken from the Term Code table.

Total Number of calls assigned to that termination code


This summary appears for each campaign in the report. It shows a breakdown of calls within the date and time range based on call types




Outbound, Inbound, Manual, and Call Back calls. Refer to the Glossary for a definition of these terms.

4.4.9. Results Term Code Count This report provides information similar to the Campaign Term Code Report, but the data is drawn from the Results Table, rather than the Call Trak table. The Results Table contains information on the most recent call to each telephone number. For example, a telephone number might have been dialed on August 26th, then again on September 2nd. If a report is run for August 26th, this telephone number will not appear in the report. To view data preceding the most recent call to the number, the Campaign Term Code Report must be used. Also note that system-assigned termination codes do not appear in the Results Table unless DynaCall is being used. The Results Term Code Count report can only be generated for one campaign at a time.


Figure 156: Results Term Code

Date & Time Select a date range and a time range for which data will be displayed.

Campaign Use the list box to select a campaign.

Group By Use the list box to select a field to group by. For example, it may be required to view the distribution of termination codes for each state, or for each telemarketer.

4.4.9.2 Report Data

Order by Field The field selected as Order By criteria.

Term Code The termination code assigned and its description taken from the Term Code table.

Count The number of times the termination code occurs in selected campaign.

Total Number of calls that are assigned that termination code.

Grand Total The total number of calls that are assigned that termination code in the selected campaign.




4.4.10. Total Time Connected This report provides the total time of the calls connected by the dialer.

Figure 157: Total Time Report


Level of Detail Detailed: Date, time and minutes are displayed for calls of selected campaigns.

Summary: Only the total time and minutes of calls of selected campaigns are displayed.

Date Range Select a date range for which data will be displayed.

Campaign

Use the list box to select a campaign. Only campaigns that were active during the selected date range will appear in the Available box. Highlight one campaign and click the single arrow to select. To select all available campaigns, click the double arrow. To remove a campaign from the selected box, highlight the campaign name and click the arrow pointing left

4.4.10.2 Report Data This report shows the following:

Date Date of call

Time Time of call

Minutes The total number of minutes of calls for that day.




4.4.11. Custom Productivity Report The Custom Report generates data similar to that of the Productivity Report. In addition to providing data on sales and verifications, data is also provided based on three user-selected fields.

Figure 158: Productivity Custom Report


Group Report By

There are two ways for grouping a report:

Report grouped by Agent: The report will be grouped by agent and then sub-grouped by campaign.

Report grouped by Campaign: The report will be grouped first by campaign and then sub-grouped by agent.

Level of Detail Detail: Data will be grouped by campaign, and statistics will be displayed for each agent.


Date Range


Agent or Agent names or Campaign names are presented based on user selection




Campaign Selection

in the Group Report by category. Only agents or campaigns that were active during the selected date range will appear in the Available box. Highlight one agent or campaign and click the single arrow to select. To select all available agents or campaigns, click the double arrow. To remove agents or campaigns from the Selected box, highlight the agent or campaign name and click the arrow pointing left.

Custom Groups Tiers

Tiers let user group report data into sub groups based on selected fields. For example, a report can be grouped first by campaign, then by agent, and then by call type.

Save Custom Group allows user to save report configuration for later use. Click Load Custom Group to load the saved configuration.

4.4.12. Break Reason Report This report allows users to monitor the availability and productivity of selected agents or campaigns.


Figure 159: Break Reason Report

Group Report by

Agent: The report will be grouped by agent and then sub-grouped by campaign. Campaign: The report will be grouped first by campaign and then sub-grouped by agent.

Level of Detail

Detail: Data will be grouped by campaign, and statistics will be displayed for each agent. Summary: Data will be displayed for each campaign, and no information will be displayed for individual agents.

Date Range Select a date and time range for records to be included in the report.

Agents Select agents from Available Agents list.




4.4.12.2 Report Data

Break Reason Code

A 10 character code that all logged in agents have to select before going on break.

Description A brief description of the Break Reason Code.

Time Out This is the time when an agent goes on break.

Time In This is the time when an agent returns from break.

Duration Time in hours, minutes and seconds an agent remains on break.

4.4.13. Term Code/ Drop Ratio Report This report displays the termination codes of calls and calculates the drop ratio.


Figure 160: Term Code Drop Ratio

Date & Time Select a date range and a time range for which data will be displayed.

Campaign Use the list box to select a campaign. Only campaigns that were active during the selected date range will appear in the Available box. Highlight one campaign and click the single arrow to select. To select all available campaigns, click the double arrow. To remove a campaign from the selected box, highlight the campaign name and click the arrow pointing left.


The report data is divided by campaign.

Term Code & Description

List of the termination codes assigned within the selected campaign, as well as the termination code description.

Term Code Type

Indicates whether the termination code is a System code or an agent code.

Total Count The number of records in the campaign and date range that have been assigned the termination code.




Daily % The percentage of calls within the campaign comprised by the termination code.

4.4.13.3 Summary Data

Connected calls

The number of calls connected to an agent.

Drop calls The number of calls dropped before reaching an agent.

Drop Ratio The ratio of dropped calls to connected calls (i.e., the number of dropped calls divided by the number of connected calls, times 100)

4.4.14. Results Leads Penetration This report shows leads penetration for a selected campaign based on the data stored in the campaign’s Results Table. The report displays a breakdown of termination codes for each campaign selected.


Figure 161: Lead Penetration

Campaigns

Highlight one campaign and click the single arrow to select. To select all available campaigns, click the double arrow. To remove campaigns from the Selected box, highlight the campaign name and click the arrow pointing left.

Term Codes

Select at least one termination by highlighting the code and clicking the single arrow. To select all available codes, click the double arrow.






Description The termination code description, taken from the Term Code table.

Total Number of calls that are assigned that termination code.

Grand Total Total call count of all campaigns with selected termination codes.

4.4.15. Campaign Leads Penetration This report shows leads penetration over a period of seven days for a single campaign, based on user-defined termination codes. The data is drawn from the Call Trak table.


Figure 162: Campaign Lead Penetration


Starting Date Use the list box to select a starting date. The report will generate data for one week, beginning on the selected date.

Completes, Contacts, Not Contacted

Select at least one termination code for each category. To select a termination code, highlight the code and click the single arrow.


Data is divided into columns based on the dialing date. The right-most column contains the total data for the week. Data is divided into rows for Contacts, Completes, and Not Contacted termination codes as follows:




Agent Hours Logged

Total daily login time in hours, minutes, and seconds.

Agent Hours Talked

Total daily talk time in hours, minutes, and seconds.

% Talking/Logged

Ratio of Hours Talked to Hours Logged.

Total Dials The number of outbound dials.

Total Answers The number of outbound dials that were answered.

Total Connects The number of outbound answers that were connected to an agent.

Sales per Hour Logged

The number of sale-type termination codes divided by the number of hours logged.

Contacts per Hour Logged

The total number of contacts divided by the number of hours logged.

Dials per Hour Logged

Total dials divided by the number of hours logged.

4.4.16. Vox Recording/ Call ID Report This report provides the Call ID and the name of the associated digital recording (Vox file) for all records in a selected campaign and date range.


Figure 163: Vox Recording




Level of Report Detailed: The telephone number, call ID, name, and VOX file name will be displayed for every record.

Summary: The number of records with VOX files will be displayed.

Filter Only Records with Vox Files: Data for telephone numbers that have existing VOX files will be displayed.

All Records (for Call ID info): All telephone numbers dialed within the selected date range will be displayed.

Dates Use the list boxes to select a start and end date for which report data will be displayed.

Campaign Highlight one campaign and click the single arrow to select. To select all available campaigns, click the double arrow. To remove campaigns from the selected box, highlight the campaign name and click the arrow pointing left. Only campaigns that were dialed on the selected dates will appear.


Telephone Telephone number taken from the Call Trak table.

Call ID The unique code assigned to every telephone number handled by the system.

Name From the FNAME and LNAME fields in the Results table.

Vox File The name of the VOX file associated with the record. These files are located in the S \StrataDial\Vox directory. Vox files are named using the telephone number, campaign ID, and Call ID.

Address From the ADDR field in the Results table.

Agent ID The ID of the agent who took the call.

City From the CITY field in the Results table.

State From the STATE field in the Results table.

Zip From the ZIP field in the Results table.

Term Code From the TERMCD field in the Call Trak table.

Totals Total number of calls. If the filter option “Only Records with Vox Files” is selected, the total will reflect only the numbers that have associated VOX files.




4.4.17. Report Count by Custom Field This report allows users to view the number of leads in their Results table divided by a user specified field within the Results table. For example, user may choose to view the number of Results table records that were handled by every telemarketer, or the number of Results table records that are in each state.


Figure 164: Report Count

Date & Time Use the list boxes to select a start and end date for which report data will be displayed. Select the Do not use date range box in order to view results for the entire Results table.


Field Use the list box to select a report field. For example, selecting STATE will create a report in which every state is listed, and the number of records matching that state is displayed.


Data is divided into rows based on the date.

Description The data in the selected field. For example, if STATE was selected, this column shows a record for each state in the Results table or if AGENTID is selected, this column shows the Agent IDs of all agents who have records in the Results table.

Count The number of records in Results table matching the data in the Description column.

Day % The count divided by the total for that day.

Total % The count divided by the Overall Leads in Campaign.

Total The total for each dialing day.

Overall Leads The total number of records in the campaign that fall within the selected




in Campaign date range (if any).

4.4.18. Activity Report This report provides details on outbound or inbound activity based on a user-defined breakdown of time intervals.


Figure 165: ACD Activity

ACD Activity vs. Outbound Activity Report

To view ACD (inbound-only) Activity, select the ACD Activity Report option. To view outbound dialing activity, select the Outbound Activity Report option. In case of outbound dialing activity, the Report by options becomes disabled.

Report by (for ACD Report only)

Use radio buttons to select report by ACD Group, Channel, or Agent.

Date Range

Use the list boxes to select a start and end date and time for which report data will be displayed.

Criteria Interval Minutes: Data will be displayed in intervals of the time defined here. For example, if 5 minutes is selected, number of calls taken from 9:00 a.m. to 9:05 a.m., then from 9:05 a.m. to 9:10 a.m., etc will be displayed. If many hours of dialing need to be viewed, increase the interval minutes so that the report will be easier to view.

Service Level: The Service Level is a value in seconds that is similar in function to the “pitch” setting used in campaigns. The report will tell you how many inbound calls were connected for a duration exceeding the service level, and how many were not connected up to the duration of




the service level.

ACD/Campaign Selection

Highlight one ACD group (in case of inbound calls activity) or Campaign (in case of outbound calls activity) and click the single arrow to select. To select all available ACD groups or Campaigns, click the double arrow. To remove ACD groups or Campaigns from the Selected box, highlight the group and click the arrow pointing left.


In case of Inbound Activity, data is displayed in rows, where each row represents one of the user-defined time intervals.

No. of Calls Number of inbound calls to the dialer in the time interval.

Answered Calls Number of inbound calls answered by agents in the interval.

Abandoned Calls

Number of inbound calls that were not answered.

Abandoned Ratio %

Ratio of abandoned calls to total inbound calls.

Service Level %

Percentage of calls that were connected to agents for at least the duration set in the Service Level report option.

Avg. Hold Time

The average time callers spent on hold, in minutes and seconds, for each time interval.

Longest Hold Time.

The longest time any one caller spent on hold, in minutes and seconds, for each time interval

Avg. Wrap Up Time

The average time an agent spent in wrap up (in which the call has been disconnected but the agent retains the caller’s information on the agent screen), in minutes and seconds, for each time interval.

Longest Wrap Up Time

The longest time any one caller spent in wrap up, in minutes and seconds, for each time interval.

Avg. Talk Time The average duration of a call, in minutes and seconds, for each time interval. In case of Outbound Activity, data is displayed in rows, where each row represents one of the user-defined time intervals.

No. of Calls Number of outbound calls to the dialer in the time interval.

Calls over Service Level

Number of outbound calls that exceed service level time.




Calls under Service Level

Number of outbound calls that are less than service level time.

Answering Machine

Number of outbound calls that ended as Answering Machine disposition.

Phone Busy Number of outbound calls that ended as Busy Number disposition.

No Answers Number of outbound calls that ended as No Answer disposition.

Operator Intercepts

Number of outbound calls that ended as Operator Intercept disposition.

Total Shows totals of fields defined above for the selected time intervals.

4.4.19. Table Listings The table listings provide a means to view the contents table used by the dialer. Records in these tables can be altered singly in the Management application. However, table listing provides an overview of the entire contents of a table. If additional information is needed on the purpose of these tables, or the fields within them, consult the Table Management portion of this manual.


There are seven Table Listing reports.

Figure 166: Table Listing


The data displayed in the Table Listings is a snap shot of the data contained in the tables. If any of this data appears to be incorrect, use the Table Management utility to locate and modify the record.




Agent Table Listing

Code: The Agent ID.

Name: The Agent description.

Status: A status of “A” indicates the agent is active. Otherwise, the agent is inactive.

The remaining fields, Department, Social Security Number, Hourly Rate, and Overhead, are optional and are not used by the StrataDial System.

Campaign Table Listing

Campaign ID: The ID and campaign description are listed here.

Script ID: The name of the Agent Screen associated with the campaign.

Termination Codes: Lists the term codes that are allowed to be dialed for the campaign.

Call List: The list file currently associated with the campaign.

Verifying ACD: If selected, the verifying ACD group ID will be displayed.

Min Lines: Minimum lines that can be used to dial for this campaign.

Max Lines: Maximum lines that can be used to dial for this campaign.

Max Dials: Maximum allowed simultaneous dials.

Drop Ratio Goal: The drop ratio goal currently defined for the campaign. Note that this is not the current drop ratio.

Pitch Length: The time in seconds that a call must remain connected before it is considered a pitch.

Term Code Table Listing

Term Code: The two-character termination code.

Description: The termination code description.

System Code: If this field is populated with “System,” the code is reserved for StrataDial purposes and cannot be modified.

Standard Code: Codes marked “Standard” are distributed in the original termination code table. All other codes are custom codes.

Sale/Call Back: This field indicates if the termination code is a sale-type or call back-type code. If the field is empty, the termination code is included in the “others” category.

City Code Table Listing

Country Code: The country code of the city. For all U.S. locations, country code is 1.

City Code: The city code. In the U.S., the city code is the area code.

City Name: This field is optional. It may contain the name of one or more cities that fall into the area or city code.

ACD Group Table Listing

ACD ID: The ACD group ID.

Description: The ACD group description.

Script ID: The name of the agents screen associated with the ACD group.




Verification ACD: If selected, the verifying ACD group ID will appear here.

Agent List: All agents selected as ACD Agents for this group are listed.

Exchange Table Listing

Country: The country code.

City/Area: The city or area code.

Exchange: The three digits that follow the area code in a telephone number.

Long Distance Numbers: Indicates if this combination of country code, area code, and exchange qualifies as a long distance number.

“1”/ “011” Prefix: Indicates if a dialing prefix for long distance is required.

Country Code Prefix Dialed?: Indicates whether the country code must be dialed for this combination of country code, area code, and exchange.

City/Area Code Prefix Dialed?: Indicates whether the area code must be dialed for this combination of country code, area code, and exchange.

Dialing Prefix Dialed Before Phone Number: If a prefix such as “9,” must be dialed before numbers, the prefix is displayed here.

Dialing Suffix Dialed After Phone Number: If a suffix such as a long distance code must be dialed after numbers, the suffix is displayed here.

Country Code Table Listing

Country Code: The country code.

Country: The name of the country associated with the country code.

4.4.20. FTC Call Analysis This report provides a list of call types, average ring time, call count, and drop ratio information for the selected campaigns and date range.

Figure 167: FTC Call Analysis





Date & Time Use the list boxes to select a start and end date and time for which report data will be displayed.

Campaigns Highlight one Campaign and click the single arrow to select. To select all available Campaigns, click the double arrow. To remove Campaigns from the selected box, highlight the group and click the arrow pointing left.

Filter By default, all Campaigns will be displayed. To view only Campaigns that were active during the selected date and time range, click Filter.


Call Type & Description

A list of types of call outcomes that occurred during the selected date and time range such as “Handled by Agent” or “Message Played.”

Average Ring Time

The average time in seconds between the time the dialer initiated the call and the time the call was answered or a message was played.

Total Count The numbers of calls in each call type for the selected date range and campaign.

4.4.20.3 Summary Data

Total calls Grand total of values in Total Count field.

Connected calls

The number of calls connected to an agent.

Drop calls The number of calls dropped/abandoned before reaching an agent.

Drop Ratio The ratio of abandoned calls to connected calls (i.e., the number of drop calls divided by the number of connected calls, times 100).

4.4.21. Custom Term Code Report The Custom Term Code Report generates summary data on the count of all termination codes based on agent who assigned the termination code or the campaign in which the termination code was assigned. Data displayed is further grouped based on three user-selected fields.





Figure 168: Custom Term Code

Level of Detail Show termination codes for each agent grouped by campaign: Data will be grouped by campaign, and statistics will be displayed for each agent.

Show termination codes for each campaign only: Data will be displayed for each campaign, and no information will be displayed for individual agents.

Date & Time


Campaign Selection

Only campaigns that were active during the selected date range will appear in the Available box. Highlight one campaign and click the single arrow to select. To select all available campaigns, click the double arrow. To remove campaigns from the Selected box, highlight the campaign name and click the arrow pointing left.

Custom Groups Group by Results Tables: This option should be selected when user needs to group and sub group report based on user-selected fields from the campaign Results Tables. Use Tier 1, Tier 2 and Tier 3 to group data in three levels/tiers. For example, a report can be grouped first by campaign, then by agent, and then by call type.

Save Custom Group allows user to save report configuration for later use. Click Load Custom Group to load the saved configuration.





If Show termination code for each agent grouped by campaign report is selected, term code information will be displayed for each agent. Alternatively, only the campaign summary will be displayed. If any calls were not passed to agents, they will appear under “System-Terminated Calls.”


Description The term code description, taken from the Term Code table.

Total Number of calls assigned to that termination code.


This summary appears for each campaign in the report. It shows a breakdown of calls within the date and time range based on call types Outbound, Inbound, Manual, and Call Back calls. Refer to the Glossary for a definition of these terms.




5. SCREEN DESIGNER Screen Designer is a scripting tool used to create customized Agent Screens for campaigns and ACD groups.

5.1. Launching Screen Designer Open Strata Launcher and click Screen Designer icon. This will open a screen containing a list of already existing screens.

Figure 169: List of Screens�

The following information is displayed in this screen. Screen Displays the names of existing screen designs.

Description Provides description of each screen design.

Based Campaign

Displays the name of campaigns on which a particular screen is based.

Applied Campaign

Displays the name of the campaign on which a particular screen is applied.

Applied ACD Group

Displays the name of the ACD group on which a particular screen is applied.

There are four options on this screen: Open, New, and Exit.

Open Opens the selected screen design.

New Opens a new screen setup.

Exit Exits Screen Designer application.




5.2. Understanding the Interface The main screen of Screen Designer is divided into the following major sections: Menu, Toolbar, Design Area, Call Operations Toolbar, Script Area and Status Bar.

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Figure 170: Screen Designer

Menu Provides access to different features, functionalities and operations.

Toolbar Contains various controls for designing and applying screen designs.

Design Area Allows the user to create and preview a screen design.

Call Operations Toolbar

Enables call center agents to manipulate inbound and outbound calls.

Script Area Displays web pages, scripts etc.

Status Bar Displays the the minimum and currently selected screen resolution.

5.3. Designing a Simple Screen The following steps are required to create a screen design.

1. Identify requirements 2. Design a screen layout on paper 3. Launch Screen Designer 4. Design a screen 5. Assign termination codes




6. Assign Break Reason Codes (optional) 7. Assign a script (optional) 8. Base and apply the screen to a campaign 9. Save the screen Each of these steps is explained briefly in the following sections.

5.3.1. Setting Screen Resolution Whenever a new screen is created, a Resolution selection dialog box appears.

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Figure 171: Screen Resolution Select a resolution from the list box shown above and click OK. It is recommended that you set screen resolution lower than the resolution that is configured for your monitor/display in Window’s display settings.

5.3.2. Adding Data Fields A data field can have two functions. It can display the data that the user has just imported into such as a telephone number (TEL) and client names (FNAME and LNAME). It can also be used by to enter data. The user can create data fields for text, numbers, dates, list of items, comments etc.

1. Click Text Box in the Toolbar. 2. Click in the Design Area. A Text Box will appear in the Design Area with Textbox written

inside it. 3. At the same time, the Field Definition screen will appear.

Figure 172: Field Selection

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4. The Field/Variable list box contains three types of variables in it i.e. System Variables, User Variables and External Variables. System variables are found in Results table and are used to display or save values into Results table. User Variables are created by the user in Properties� UserVariables from the Toolbar and are used to display or save values into these user created variables for further use. By default, the User variable button is disabled. It will be enabled only if there are some user variables already created. External Variables are the variables from any External table and are used to display or save values into configured external tables. Click the required field variable button to




populate the Field/Variable list box associated with it. Click a list box and select a field/variable to be displayed. In this example, LNAME is the selected field. It is a system variable (a column containing the client’s last name from Results table).

5. Click OK. 6. The Text Box name in the Design Area will change to the name of the selected field/

variable i.e. LNAME will be displayed. 7. Repeat this process until all required data is displayed. 8. To create a new field that is not listed, type the name of the field.

5.3.3. Adding Labels 1. Click Label in the Toolbar.

Click in the Design Area, hold down the mouse button, drag the mouse pointer across the screen, and release. Alternatively, click Label in the Toolbar and double-click in the Design Area.

2. Double-click inside the Label and type required text. 3. Drag the label to its desired position. 4. Repeat if required.

5.3.4. Customizing Screen Layout

To move Text Boxes and Labels on the screen 1. Click inside the Text Box or Label. 2. Hold down the mouse button. 3. Drag the item to the desired location.

To resize Text Boxes and Labels 1. Hold mouse pointer over the edge of the Text Box or Label outline. 2. When user pointer changes to a double-headed arrow, click and drag the edge of the Text

Box or Label.

To change the Font of a Text Box or Label 1. Right-click the object. 2. The user will see a menu that includes Field, Properties, Font, ForeColor, BackColor, and

other items. 3. Select Font; choose the desired Font, Font Type, and Font Size. 4. Click OK.

Important: Field names cannot exceed 10 characters and should not contain any spaces. The first character must be a letter. The remaining characters can be alphabets, numbers or underscores. For example, CUST_ID, AMOUNT3, B123

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To change color of text in a Text Box or Label 1. Right-click the object. 2. Select ForeColor from the menu. 3. Select a color. 4. Click OK.

To change background color in a Text Box or Label 1. Right-click the object. 2. Select BackColor from the menu. 3. Select a color. 4. Click OK.

To change background color of Design Area 1. Right-click in Design Area. 2. Select Color from the menu. 3. Select a color. 4. Click OK.

5.3.5. Choosing Termination Codes Termination Codes provide a descriptive outcome of each call placed by the Dialer or taken by TSRs. The Dialer automatically assigns Termination Codes such as Answering Machine, Busy Signal, and Operator Intercept. The user can choose Termination Codes for TSRs to use, and these Codes can be specific to each campaign.

1. For example, the user may have a lead generation campaign in which user need to terminate each call only as a Warm Lead or a Cold Lead. User may be selling sprinkler systems and need to use codes such as Sales Appointment and Homeowner Not Available.

2. Click Termination Code from Toolbar to open the Termination Codes screen.

Figure 173: Termination Codes

3. All of the Termination Codes currently available are displayed in this screen. 4. To exclude or include all the codes from the screen, click Exclude All or Include All button

at the bottom left of the screen. 5. To exclude or include selected code:

a. Click Termination Code that you want to include in the screen. b. Select Included in Screen checkbox including the code in specific screen. Uncheck

the box to exclude the code.




6. To create a new Termination Code:

a. Click . b. Type a two-character code in the left box at the bottom of the screen. “NH” is the new

Termination Code in the example pictured above. c. Type a short description against the new termination code in the right box at the

bottom of the screen. “Home Owner Not Available” is the description given above.

d. Click. .

7. When finished, click OK. It will save all the changes and exit the Termination Codes screen.

8. To view Termination Codes in the Agent Screen, use termination code selection box from Agent’s Operations Toolbar.

9. Click Save.

5.3.6. Assigning Break Reason Codes Break Reason Codes enable administrators/supervisors to monitor, report and improve the productivity of call center agents. The purpose of Break Reason Codes is to make it compulsory for all agents to provide a reason before going on break. This code is then used to monitor and generate reports on productivity and actual available time of agents. You must enable this functionality and assign Break Reason Codes to a screen before using Break Reason Codes in a campaign.

To enable Break Reason Code functionality,

1. Click from toolbar. It will display Break Reason Code dialog box.

Figure 174: Enable Break Reason Codes

2. Select Enable checkbox. 3. Click OK.

To include a Break Reason Code,

1. Click from toolbar. It will display Break Reason Code dialog box containing available codes.




Figure 175: Include Break Reason Codes

2. Select desired Break Reason Code and select Include checkbox. You can include all

Break Reason Codes in your screen by clicking Include All button. 3. Click OK.

To exclude a Break Reason Code,


Figure 176: Exclude Break Reason Codes

2. Click to view codes that are included in the screen. 3. Select the code that you want to exclude from your screen and clear Include checkbox.

You can exclude all Break Reason Codes from your screen by clicking Exclude All button. 4. Click OK.

To create a new Break Reason Code,





Figure 177: Create Break Reason Codes

2. Click and type a unique Break Reason Code and its description.

3. Click to create your desired code or click to cancel creating a new code. 4. Click OK.

5.3.7. Assigning the Script The bottom portion of the Screen Designer called Script Area is intended to display an HTML (web page) script. It allows the users to designate the path or URL of an HTML file to be displayed on the Agent screen. For every screen setup of a campaign, there can be maximum 99 pages. Screen URL is the default URL for all pages. For displaying a unique HTML page on any page, specify Current Page URL.

1. Click Script/Homepage in the Toolbar. The Script Definition screen will appear as given below.

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Figure 178: Script Definition

2. To assign a website as a script, a. Type address of the website. b. Click OK.

3. To assign a local HTML document as a script, a. Click the Browse button. b. Locate HTML document and double-click the file name. c. Click OK.

4. To allow TSRs to type in website addresses and access navigation buttons, click the Enable Full Browsing checkbox.




5. Click Save.

5.3.8. Defining Base for Agent Screen Click Base/Apply from Toolbar. This will open the Base & Apply Screen as shown below. Base/Apply is used to link a screen to a campaign Results table (Base), and to cause the screen to be used by the same campaign, or by an ACD group (Apply). Select a campaign from the list box as highlighted in the figure given below and base it to the designed screen. In the example shown below, the screen is based to TS2 campaign. The user will be asked “Are you sure you want to base this Screen on this Campaign or ACD Group?” Select Yes.

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Figure 179: Base and Apply Once a screen is based on a campaign, apply the agent screen to defined campaign or ACD group.

1. In order to apply the screen to the selected campaign or to one or more ACD Groups, select And Apply this screen to check box as highlighted in the figure given above. A list of available ACD Groups will become available.

2. If screen is to be applied to a Campaign, select The selected campaign and skip steps 3 and 4.

3. If screen is to be applied to an ACD Group, highlight one ACD group and click the single arrow to select. To select all available ACD groups, click the double arrow.

4. To remove ACD groups from the Selected ACD Groups box, highlight the group and click the arrow pointing left.

5. Once finished, click OK

5.3.9. Saving a Screen After the screen is based on a Campaign, it must be saved.

1. Click Save, it will open a new window.




Figure 180: Save Screen

2. Enter a Setup name and Description for this screen. Description is not mandatory. In the

above example, the Setup name is STR, and the Description is Stratasoft Screen. 3. Select Modify screen in shared mode check box to make the screen available for

changes in shared mode even if the system is in a process of dialing. 4. Click OK.

5.4. Understanding the Toolbar The Toolbar contains a row of functions that are used for designing a screen. It is divided into four categories i.e. File Toolbar, Edit Toolbar, Control Toolbar and Function Toolbar. To view toolbars,

1. In the main menu, select View� Toolbars to view the figure given below.

Figure 181: Toolbars

2. Select a toolbar category to be displayed from the toolbars listed in the figure above. 3. Click OK. The selected toolbar will be displayed in the Toolbar section of the Screen Designer. By default, all four categories are selected.

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Figure 182: Screen Designer Toolbars ��

The control functions of each toolbar are given in the following section.




5.4.1. File toolbar File toolbar contains the following control functions in it.

5.4.1.1 Creating a New Screen Setup Click New to create a new screen setup. When New is clicked, Screen Resolution popup will appear followed by screen setup.

5.4.1.2 Opening an Existing Screen Setup 1. Click Open to open an existing screen. After Open is clicked, the following screen will

appear.

Figure 183: Existing Screens

2. Highlight the screen name and click OK.

When a screen is based on a campaign, it is linked to that campaign’s Results table. This is done to allow modification of the table’s field values using Screen Designer. When the screen is opened, Screen Designer will try to open the Results table, as well.

5.4.1.3 Saving a Screen Setup Click Save. If a campaign is running, agents can access the screen modifications immediately by clicking Reload on the agent screen. If the Screen is being saved with a name that already exists, then a message will prompt asking the user if he wishes to replace the existing file.

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Figure 184: Confirmation

5.4.1.4 Deleting an Existing Screen Setup 1. Click Open to view Existing Screen Setup window. 2. Highlight the screen name and click Delete. The screen will be deleted. 3. Alternatively, click Delete from Toolbar. 4. If the screen is already applied to some campaign or ACD group, then it will ask the user to

confirm the decision as shown in the message box given below.




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Figure 185: Message �

5. The following message will prompt if the screen is in use by some TSR. ��

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Figure 186: Warning For continuing the delete operation, close the screen and try again.

5.4.2. Edit Toolbar Edit toolbar contains the following control functions:

5.4.2.1 Cutting out Right-click the control function that needs to be cut. A menu will prompt, select Cut and save it to the clipboard.

5.4.2.2 Copying Right-click the control that needs to be copied or moved to another place. A menu will prompt, select Copy from it. It will be stored on the windows clipboard temporarily.

5.4.2.3 Pasting Select and right-click the place where the control function is required. Select Paste from the menu, the control function that was saved on the windows clipboard will be pasted.

5.4.3. Control Toolbar Control Toolbar contains the following functions.

5.4.3.1 Base & Apply This button is used to link a screen to a campaign Results table (Base), and to cause the screen to be used by the same campaign, or by an ACD group (Apply).

Base notifies which table to use for the campaign, and apply actually assigns the screen to the campaign. More than one script may be based on the same campaign. It is useful especially when a campaign is in use and it is needed to use it to be copied. Only one script may be applied to a given campaign at any one time. The applied script is the one that will be used when a call is delivered for that campaign. Data displayed on an agent screen is drawn from a campaign Results table and written to the same Results table. The Base function links the agent screen to a specific campaign, so that data will be accessed from the correct table, and written back to the same table.




When an agent logs into a campaign using the Agent Screen, the screen that is used is based on data provided in the Apply tab. In most cases, a screen will be based on and applied to the same campaign. However, it is possible to base different screens on the same campaign. For example, it might be possible to base a campaign and ACD screen on the same campaign, but that would apply the campaign screen to the campaign, and apply the ACD screen to the ACD group.

Base 1. Clicking Base/Apply will open the Base & Apply screen as shown below.

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Figure 187: Base and Apply

2. From the list box shown at the top right corner of the screen, select a campaign and assign it the screen designed. In the given example, TS2 campaign is assigned to the screen.

Apply 1. Click Base/Apply again (if it is not already open) and apply the screen to some campaign or

ACD group. Marking And Apply this screen to checkbox will enable The Selected campaign and One or more ACD Groups radio buttons as highlighted in the figure. Select one of them as required. If a campaign is selected, then the user needs to select a termination code before the screen is applied to a campaign.

2. If ACD Group is selected, a list of available ACD groups will become visible. Highlight one ACD group and click the single arrow to select. To select all available ACD groups, click the double arrow. To remove ACD groups from the Selected ACD Groups box, highlight the group and click the arrow pointing left.

3. If the user does not apply any campaign to the screen, then the same campaign to which the screen is based will be selected by default.

In all the cases mentioned above, the following confirmation message is displayed to the user after the Base & Apply steps have been performed.

5.4.3.2 Web Script It allows the user to designate the path or URL of an HTML file that will be displayed in the Script Area of the agent screen. Clicking Web Script will open the screen pictured next.




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Figure 188: Script Definition Enable Full Browsing If this option is checked, the agent will have a browse toolbar through which the agent will be able to enter URLs and navigate between web pages.

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Screen URL This is the default path or web address of the script page. If agent script is located on the World Wide Web, enter the address of that web site. For example: http://www.stratasoft.com. If assigned agent script is located on agent network, click Browse to locate the script file. Highlight the file name and click Open. The path and filename will appear in the Script Definition window.

Current Page URL If the agent screen contains multiple pages, then this field allows the user to set a custom script file as source for the selected page and ignore the default script setting.

1. Navigate to the page for which the user wants to set a unique script file source, using the Page spin box on the Toolbar.

2. Click Web Script. 3. Use Browse to locate an HTML file, or type a URL directly into the field. 4. Click OK. 5. Repeat the steps above for every page that requires a unique script file source.

5.4.3.3 External Tables The user may need to display data on agent screen that is drawn from a table other than the campaign Results table. The External Tables utility allows the user to link multiple DBF and ODBC tables to the agent screen.

1. Select External Table from the toolbar.

Important: Agent scripts must be accessible from all agent computers. Do not select a file that is located only on the local drive of the computer you are using. Rather, script files should be located on the S:\ drive.

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Figure 189: External Table

All tables linked to the Screen Designer are displayed here. By default, only the Results table is displayed and there are no external tables linked to the screen design, as shown. For details on using external tables, refer to Section 5.7. Managing External Tables.

5.4.3.4 Termination Codes Termination Codes provide a descriptive outcome of each call placed by the Dialer or taken by TSRs. The Dialer may automatically assign Termination Codes such as Answering Machine, Busy Signal, and Operator Intercept based on Campaign configurations. The user can choose Termination Codes for TSRs to use, and these Codes can be specific to each campaign. For example, user may have a lead generation campaign in which there is only a need to terminate each call as a Warm Lead or a Cold Lead. User may be selling ‘sprinkler systems’ and need to use codes such as Sales Appointment and Homeowner Not Available.

1. Click Termination Code from Toolbar, this will open the screen given below.

Figure 190: Termination Code Selection�

All Termination Codes available in the termination code table are displayed in this screen.

2. To exclude or include all the codes from the screen, click Exclude All or Include All at the bottom left corner of the screen.

3. To exclude or include a code, click the desired code. 4. Select the Included in Screen checkbox to include the code in screen. 5. To view only those codes that are marked Included in Screen rather than all termination

codes, click . Clicking this icon will change it to .




6. To restore the original view (all termination codes), click . Any termination code that is included in System codes cannot be modified.

7. Click Delete to permanently remove the termination code, or type in the description field to modify it. The two-character termination code itself cannot be modified.

8. Click another termination code, or click OK to accept the changes and exit.

To Delete a Termination Code 1. Click the Termination Code to be deleted.

2. Click to permanently remove the termination code. Clicking this icon will change it to

. This icon is used to undo last deleted termination code. 3. Click another termination code, and repeat if required.

To Modify a Termination Code 1. Click the Termination Code to be modified. 2. Modify its description. 3. Click OK to accept the changes and exit.

To create a new Termination Code

1. Click . 2. Type a two-character code in the left box at the bottom of the screen. In the example

pictured above, “NH” is the new Termination Code. 3. Type a short description in the right box at the bottom of the screen. In the above example,

“Home Owner Not Available” is the description. 4. Using the radio buttons at the upper left of the screen, select whether the new termination

code will function as a Sale, Call Back, or Normal type termination code. Sale and call back codes are treated differently in statistics screens and reports. In addition, when a call is terminated with a call back code, the agent will be required to schedule the call back. If a campaign is set up with verification ACD group, calls terminated with sales codes will be transferred for verification.

5. Click. .

Important: Termination Codes with Standard Code property marked are created by default in StrataDial. All other termination codes are custom codes.

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Important: You cannot modify the two-character termination code nor the termination codes marked as System termination codes.




6. Click OK, when finished. This will save changes and exit the Termination Codes screen. 7. To view Termination Codes in the Agent Screen, use the Agent Screen termination code

selection box (the disabled Send button). This is found on right side of the row of disabled buttons in the middle of agent screen. Click the down arrow to see the Termination Codes that have been selected.

8. Save changes when finished.

To Configure a Short Key for Assigning a Termination Code Users can assign a short key to be used for assigning termination codes to calls by Agents. This helps Agent in finishing calls in a quick and effective manner. For example, short key F1 can be assigned to calls that end in sales. Agent can then simply press F1 from his keyboard to end a call as sales, instead of selecting SA termination Code from his Operations Toolbar.

1. Select the termination code for which a short key needs to be configured. 2. Click the list box next to the termination code description. 3. Select the desired short key. 4. Click OK. 5. Save changes when finished.

Figure 191: Short Keys for Termination Codes

5.4.3.5 Properties The Setup Properties screen consists of tabs that control a variety of screen-specific options. It also defines different rules and regulations for the campaigns. There are four major sections and subsections in this section: Custom Call Tasks, Call Restrictions, Custom Layout Builder and Miscellaneous. To view details on how to use this feature, refer to Section 5.8. Managing Screen Setup Properties.

5.4.3.6 Preview Users can view the screen in preview mode to get a feel of how the campaign will function when Agents log into the Campaign setup.

1. Click Preview from Toolbar. 2. All buttons will become inactive and screen setup will be displayed. 3. To return to design mode, click Preview again.

5.4.4. Function Toolbar

5.4.4.1 Pointer Whenever a user clicks any control field, the mouse pointer changes to a plus sign until the control is dropped on Design Area. However, Pointer is used to undo a control selection and change mouse pointer back to the regular arrow.

5.4.4.2 Text label Labels are primarily used to identify Text Boxes. In Screen Designer, Text Box names are displayed within the text boxes. These names do not appear on the agent screen, so a label is




required. Labels do not contain data that is stored to the Results tables, and agents cannot modify labels.

To create a Text Label: 1. Click Text Label. 2. Click in the Design Area, hold down the left mouse button, drag mouse pointer across the

screen, and release. A box will appear in the space that is just outlined. The text Label, followed by a number, will be inside the box.

3. Double-click inside the Label, delete the text, and type the desired text. 4. Labels can be resized after they have been created. Hold mouse cursor over the edge of

the label. When a double-headed arrow appears, click and drag the edge of the label to the desired position. For more precise positioning, use the Control Properties screen. Right-click label and select Properties from menu.

5.4.4.3 Text box Text Boxes are used to display data contained in the Results table, system variables, user variables, or external tables. Data entered into text boxes by agents will be stored to the appropriate source (Results table, etc.) when the call is terminated and sent by the agent.

Creating a text box: 1. Click Text Box from the Toolbar. 2. Click in the Design Area, hold down the left mouse button, drag the mouse pointer across

the screen, and release. 3. The Field Definition screen will appear. Follow the same directions for creating a new field

as explained in Section 5.6.1. Field Definition Screen. 4. Use the Control Properties screen to resize the Text Box, set tab order, define the data

format, set a trigger, make the field required, or auto-number the data as explained in Section 5.6.2. Control Properties Screen.

5.4.4.4 Edit Box Edit Boxes are used to display the contents of memo fields, such as a comments field in Results table.

Creating an Edit box 1. Click Edit Box. 2. Click in the Design Area, hold down the left mouse button, drag the mouse pointer across

the screen, and release. A box will appear in the space outlined, with EditBox written inside the box.

3. The Field Definition screen will appear. Follow the same directions for creating a new field as explained in Section 5.6.1. Field Definition Screen.

4. Use the Properties screen to resize the Text Box, set tab order, define the data format, set a trigger, make the field required, or auto-number the data as explained in Section 5.6.2. Control Properties Screen.

5.4.4.5 Check box Check boxes should be used when a Yes/No or True/False response is required. A check box will allow agent to select or unselect a box without typing any data. Check boxes are always associated with logical fields.

Creating a check box: 1. Click the Check Box button.




2. Click in the Design Area, hold down the left mouse button, drag the mouse pointer across the screen, and release. A check box will appear in the space outlined, with Check1 written to the right of the check box.

3. The Field Definition screen will appear. Follow the directions in Section 5.6.1. Field Definition Screen of this document to select or create a field. Note that data type logical will be automatically selected as the field type.

4. To edit the label that appears to the right of the check box, right-click and select Properties. Delete the text in the Caption field (by default, this will be “Check1”) and enter text. User may also use the Properties screen to resize the Check Box, set tab order, make the field required, or define a trigger as explained in Section 5.6.2. Control Properties Screen.

5.4.4.6 Radio Button Radio Buttons are used when the agent is required to select one option from a group of options.

Creating a group of radio buttons: 1. Click Radio Button. 2. Click in the Design Area, hold down the left mouse button, drag the mouse pointer across

the screen, and release. Two radio buttons will appear in the space outlined, with Option1 and Option2 written to the right of the radio buttons.

3. The Field Definition screen will appear. Follow the directions in the Section 5.6.1. Field Definition Screen to select or create a field. Note that radio buttons cannot be used for date selection.

4. To edit the label that appears to the right of each option, right-click and select Properties. Click the option to be modified (by default, this will be “Option” and a number) and enter required text. User may also use the Properties screen to resize the Radio Button area, set tab order, mark the field “required,” or define a validation or a trigger as explained in Section 5.6.2. Control Properties Screen.

5.4.4.7 Combo Box A Combo Box functions like a Text Box, but it allows the designer to create a series of values that agents can choose from, or link the field to a table containing these values.

Creating a combo box: 1. Click Combo Box. 2. Click in the Design Area, hold down the left mouse button, drag the mouse pointer across

the screen, and release. A box will appear in the space outlined with a drop arrow on the right side of the box.

3. The Field Definition screen will appear. Follow the directions in the Field Definition section of this document to select or create a field.

5.4.4.8 Combo Box Properties Use the Properties screen to generate a list of data, map an external table to generate data, resize the Combo Box, set tab order, define the data format, set a trigger, create a validation, make the field required, or auto-number the data.

1. Value List: Create a list of values for the Combo Box. a. Enter each value in the top right field (e.g. in the example given above the value

“No”), then click Enter on keyboard. The value will appear in the screen at bottom. b. Change the number of columns displayed in the list box using the spin box at the left

side of the screen. The list item value is entered for each column and row. In the




example above, the list item in Column 1, Row 1 is “1.” The list item in Column 2, Row 1, is “Yes.”

2. Table Source: Gather the list values from an external table. In the Table Source tab, click Browse to locate the source table. Follow the Table Definition Wizard to link the table. A detailed explanation of the Table Definition Wizard can be found in the External Tables subsection above.

3. Layout: Modify the display of multi-column list items. Use the spin box at the top of the screen to select a column. Modify the column width using the Columns spin box at the left side of the screen.

5.4.4.9 List Box A List Box functions like a Combo Box, but must be navigated using a scroll bar rather than a drop-down window, and has the capability for the selection of multiple list items at the same time. Just like a Combo Box, the designer can create a series of values that agents can choose from, or link the field to a table containing these values.

Creating a list box 1. Click List Box button. 2. Click in the Design Area, hold down the left mouse button, drag the mouse pointer across

the screen, and release. A box will appear in the space outlined, with a scroll bar on the right side of the box.

3. The Field Definition screen will appear. Follow the directions in the Field Definition section of this document to select or create a field.

4. Use the Properties screen to generate a list of data, map an external table to generate data, resize the List Box, set tab order, define the data format, set a trigger, create a validation, make the field required, or auto-number the data.

5.4.4.10 List Box Properties The List Box Properties are identical to the Combo Box properties described above, with one exception. List Box displays allow users to select more than one list item at the same time. When the user holds down the CTRL key on their keyboard, every item clicked with the mouse will be highlighted. When multiple items are selected, every selected item is stored to the Results table field associated with the list box, and separated by commas. In order to enable this feature, must select a “Multiselection Variable” as highlighted at the bottom of the List Box properties screen. This is the Results table field where the multiple selections will be stored. Be sure the width of this field is sufficient to contain multiple list items and the commas that will separate the list items.

5.4.4.11 Grid Grids are used to display data from external tables on the agent screen. Before a grid can be generated on the agent screen, an external table must be linked to the screen using the external table feature described earlier in this section.

Creating a grid: 1. Click Grid. 2. Click in the Design Area, hold down the left mouse button, drag the mouse pointer across

the screen, and release. A grid will appear on the screen. 3. Right-click on the grid and select Properties from the menu. 4. Select a Grid Table using the list box in the middle of the screen. The table names listed

here are the names of any external tables that have linked to screen design.




5. Define headers and fields that you want to display. The user on-screen grid will display the contents of selected fields from the linked table.

a. Go to the grid displayed in properties field and click the first row, in the Header column. Type a name for the field that you want to display. The header name will be displayed on the agent screen; it does not have to match the name of the field in the external table.

b. Click in the column Field. The field will become a list box listing all of the fields available in the external table. Select a field.

c. Click Add Column. d. Repeat until all necessary fields have been selected.

6. Click the row for the field that would like to use as a list box or as a formula field. 7. Combo box: Select Combo Box in the Column Definition area. A Combo Box

Specifications will appear. Use this just like the properties screen described above for List and Combo Boxes.

8. Formula: Select Formula in the Column Definition area. Create a formula just as the user would create in the Field Definition screen of a text box.

5.4.4.12 Date/Time picker The Date/Time Picker gives agents the ability to choose a date from a calendar or to choose a time from a spin box. This eliminates the possibility of date or time being entered in wrong format by an agent.

Creating a Date/Time picker: 1. Click Date/Time picker from the Toolbar. 2. Click in the Design Area, hold down the left mouse button, drag the mouse pointer across

the screen, and release. A grid combo box populated by a default date will appear on the screen.

3. The Field Definition screen will open. Select an existing field or create a new field. Note that a Date Picker can use character or date field types. A Time Picker must use a character field type.

4. By default, the new object will be a Date Picker. To select a Time Picker instead, right-click the field and select Properties. Select the Time Picker radio button, and then click OK.

5.4.4.13 Command Button Command Buttons are used to execute pre-defined or user-defined commands, such as moving from page to page in the agent screen, or running a program.

Creating a command button: 1. Click Command Button in the toolbar. 2. Click in the Design Area, hold down the left mouse button, drag the mouse pointer across

the screen, and release. A command button will appear on the screen with the caption Command1.

5.4.4.14 Command button properties 1. Caption: The caption field contains the text Command1 by default. Delete this text and

enter a new caption. 2. Action: Command buttons can be used to run an external program, navigate between

screens, or run an internal feature. Use the tabs at the bottom of the screen to select from External Program, Navigation, or Internal Feature.

a. External Program: Use this option to run an executable. Click Browse to locate the executable file. Enter parameters, if required.




b. Navigation: Command buttons are often used to allow agents to jump between pages of the screen design. Using the radio buttons here, select whether clicking the command button will take agents to the first page of the screen design, the last page, previous page, next page, or a user-defined page. If user-defined page is selected, use the spin box to select a destination page.

c. Internal Feature: Select this tab to run a Fox Pro report, a program, or to play a VOX file. Use the left radio buttons to select the type of feature, and then use the radio buttons to select whether a reference must be used. If Report File is selected, then user may need to define the printer to use. Select a printer. If no printer is selected then the default printer will be used.

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Figure 192: Button Properties

5.4.4.15 Shape Box A shape box can be used to set certain screen elements apart from others. The only purpose of this function is to make the screen easier to use by setting some items apart from others.

Creating a Shape Box: 1. Click Shape Box icon in the toolbar. 2. Click in the Design Area and drag the mouse pointer until the shape box has reached the

desired proportions. 3. Shape boxes must be created before items that will be placed on top of the shape box. In

other words, if a text box is created, followed by a shape box, then dragging the text box on top of the shape box will cause it to disappear.

5.4.4.16 Image Image control is used to add pictures and graphics on the screen. Adding an Image:

1. Click Image icon in the toolbar. 2. Double click in the Design Area. 3. Right-click the image and select Properties.




4. Click Browse to select required image for the control.

5.4.4.17 Defining Color and Font

Defining the color The color can be set for many page elements, including: Text, Background of pages, tables, and cells, Table borders, Graphical elements such as horizontal lines and Shapes. The color of an individual element can be set in properties section. For example, the color of text is a font property and the background color of the current page is a page property. The two most common ground color options on screen, a user normally prefer, and are contained through the screen designer:

Fore ground The foreground color is used for lines, borders of shapes, and text this pop up option.

1. To set the foreground color, click a color in the color box. 2. To create custom colors.

a. In the color box, click the required color. b. Click Define Custom Colors. c. Click the color swatch to change d. Click Add to Custom Colors.

For defining more and customize color, click Define Custom Colors in color screen.

Background 1. To set the background color, click a color in the color box. 2. To create a custom colors

a. In the color box, click the required color. b. Click Define Custom Colors. c. Click the color swatch to change d. Click Add to Custom Colors.

For defining more colors, click Define Custom Colors button in color screen.

Font Text

To change the Font of a Text Box or Label, right-click the object. The user will see a menu that includes Field, Properties, Font, ForeColor, BackColor, and other items. Select Font, a new screen will open. Choose the desired Font, Font Type, and Font Size, and then, click OK.




5.5. Add Ons

5.5.1. IC Verify The Add On feature allows the user to add a command button that is linked to ICVerify software. ICVerify is a credit card verification service that must be purchased separately from StrataDial system. It is a different approach to processing credit cards. It contains an easy-to-use interface for authorizing and settling credit card transaction. Type in a customer’s credit card information and the program authorizes a credit card transaction. It is one of the cheapest solutions for processing credit cards.

The IC Verify Add On creates a command button as given below.

Figure 193: IC Verify Layout

The fields for ‘CCNUMBER’, ‘CCDATE’, ‘CCTRANS’, ‘CCAMOUNT’, and ‘CCTYPE’ must be included for the IC Verify command button to work properly. Right Click the IC Verify command button and choose Properties, it will open the following screen.

Important: Stratasoft recommends IC Verify version 3.0 or above. Please make sure that your version supports multi-users functionality. Usually, you need individual license of IC Verify for each user.

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Figure 194: IC Verify Properties

Creating an IC Verify: 1. Click Add-On, and then IC Verify from the menu. 2. Click in the Design Area, hold down the left mouse button, drag the mouse pointer across

the screen, and release. An IC Verify button will appear on the screen, with the caption Command1 by default. Delete this text and enter a new caption.

3. Right-click the button and select Properties. The following window will open as given below.

a. Caption: This contains the text that will be visible on the button. It should be descriptive enough for the user to understand the functionality of the control function

b. Request Directory: It is the directory where PC charge authentication software is saved. The Request Directory needs to point to the location of the verification software.

c. Credit Card Number: Either agent or the customer can enter this number. If an agent enters a credit card number through the application, then it is Agent Entry. If customer enters credit card number through IVR, then it is a Customer Entry.

d. Recording (Vox) File: The verification message receives is stored in the vox file specified here.

e. Timeout (sec): Transaction will be abandoned in case of no response after this time. f. Date Format: There are two formats for representing the date i.e. MM/YY and

YY/MM. select any one of them as required.

5.5.2. Credit Card Validator 1. Click Add-On in the menu, and then Credit Card Validator. 2. Click in the Design Area, hold down the left mouse button, drag the mouse pointer across

the screen, and release. The Credit Card Validator Add On creates a command button with the caption Command1 by default. Delete this text and enter a new caption.




Figure 195: Credit Card Validator Layout

3. The fields for ‘CCNUMBER’ and ‘CCTYPE’ (drop-down box) must be included for the Credit

Card Validator Add On to work properly. 4. Right-click the button and select Properties. The following window will open.

Figure 196: Credit Card Validator Properties

5. Caption: This contains the text that will be visible on the button. It should be descriptive

enough for the user to understand the functionality of the control function. For example in the figure given above, the caption field contains Credit Card Validator written in it.

6. Message: It displays a Valid or Invalid credit card authentication message to the customer. a. Valid: It displays a valid credit card message to the customer if the credit card

number founds valid. b. Invalid: It displays an Invalid credit card message to the customer if the credit card

number founds invalid.

Example: An example of using the Credit Card Validator is given as follows.




Figure 197: Credit Card Validator Example

5.5.3. Email Sender The agent can send an email to Stratasoft for various purposes i.e. in case, if there is any sale made or any bugs or errors are found. A properly configured Outlook or Outlook Express is needed to send the email.

Figure 198: Email Sender Add On

The field EMAIL is required for the Email Sender Add On to work properly. Clicking on Email Sender opens the window shown below.

Figure 199: Email Sender Properties




1. Caption: This contains the text that will be visible on the button. It should be descriptive enough for the user to understand the functionality of the control function. For example in the figure given above, the Caption field contains Send Email written in it.

2. Subject: It takes a subject for the email being sent to the company. In the example given above, the subject is Sale made.

3. Message: The user writes a message in the Message box and sends it to the Stratasoft Customer Support by clicking OK.

4. Attachments: This can be any file sent with an email. For example, it can be a conversation with the client etc.

5.5.4. Record look-up Sometimes using the ANI Digits for record lookup is not desired. In this case, a Record Lookup Add On is created. It also allows the user to set criteria for finding a record.

Example: The Record Lookup Add On creates a command button:

Figure 200: Record Lookup Add on Layout

Add textbox controls with the fields of LNAME and FNAME (see Figure 186). When the NAME lookup’ button is clicked, a query against ‘LAME or FAME’ is made and if there is a record matching that query, that record is returned and populated into the screen.

Figure 201: Record Lookup Properties




From the drop-down boxes choose LAME and FAME and choose the ‘OR’ operator. The Top, Left, Width, and Height spin boxes contain the corner pixel position of the buttons placed on the screen. The remaining fields are discussed as below.

1. Caption: This contains the text that will be visible on the button. It should be descriptive enough for the user to understand the functionality of the control function.

5.5.5. Alternate Tel Changer The purpose of this control is to allow the user to add extra numbers to assign to the record and if desired re-assign the default number for the record. Its layout is given as follows.

Figure 202: Alternate Tel Changer Layout

Example: The Alternate Tel Changer Add On creates a series of controls. Allow three extra numbers (e.g. Home, Work, Cell) to be assigned to this record. Right-click the control and choose Properties:

Figure 203: Alternate Tel Changer Properties

Change the Number of Fields to three. Edit each caption as desired. The control will change to look as follows:




The drop-down boxes will contain the country code. The user will now have the option to fill in additional telephone numbers for this record. Selecting the checkbox for the desired number will make that number the default number for the record. If no checkbox is marked, then the number in the ‘TEL’ field will be the default number.

5.5.6. PC Charge Integrations with both ICVerify and PC Charge have been updated to enable real time credit card processing by agents.

Figure 204: PC Charge Properties��

1. Caption: This contains the text that will be visible on the button. It should be descriptive

enough for the user to understand the functionality of the control function 2. Request Directory: It is the directory where PC charge authentication software is saved. 3. Credit Card Number: Either agent or the customer itself can enter this information. If an

agent enters a credit card number through the application, then it is Agent Entry. If a customer enters credit card number through IVR, then it is Customer Entry.

4. Recording (Vox) File: The verification message receives is stored in the vox file specified here.

5. Timeout (sec): This is the time in seconds after which transaction will be abandoned in case of no response.

6. Date Format: There are two formats for representing the date i.e. MM/YY and YY/MM. select any one of them as required.




5.6. Configuring Control Properties

5.6.1. Field Definition Screen Fields displayed on the agent screen are usually fields found in the Results table of the campaign that the agent screen is based on. Fields can be created from user variables defined in the Properties screen, or from fields located in external tables that are linked to the agent screen. The field definition screen allows the user to view or modify existing fields, and to create new fields. To access the Field Definition screen, create a new field (see procedures outlined below), or right-click an existing field and select Field from the menu. The screen below will appear:


1. Select a field: Available fields are displayed in the list box in the upper left side of the screen. The default source for these fields is the Results table.

a. Click the down arrow to select from fields available in the Results table. b. To select from System Variables instead of the Results table, click System Variables

above the list box. Now the list box will display a series of variable names preceded by the text SYSTEM_.

c. To select from User Variables (if defined), click User Variables (thumbnail icon) above the list box. Any user variables defined in the Properties screen will appear.

d. To select fields from an External Table (if defined); click External Table above the list box. All available external fields will be displayed.

2. Field Type: This list box represents the type of data that will be stored in the selected field. a. Character: Short text or numeric data, up to 254 characters. b. Numeric: Numeric data only, up to 254 numbers and decimals. c. Date: A date field in MM/DD/YY format. d. Logical: Can contain only “T” or “F.” Check boxes are always logical fields. e. Memo: Extensive text. Edit boxes are always memo fields.

3. Size and Decimals: For character and numeric fields, a field size of up to 254 characters can be selected. For better data maintenance, it is recommended that field size be limited

Important: Stratasoft recommends PC Charge version 5.6 or above. Please make sure that your version supports multi-users functionality. Usually, you do not need individual license of PC Charge for each user.

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to the maximum number of characters user will need for that field. For numeric fields, the number of decimals may also be specified. For all other field types, the field size cannot be modified.

4. Formula: To populate the current field with a calculation, check the Formula box. This

option is intended for advanced users with some knowledge of Fox Pro. The Formula Builder screen will allow users to select fields from the Results table i.e. user variables, system variables, and external tables, and perform operations or functions on these fields.

Figure 206: Formula Builder

The top area of the screen displays the formula command that the Field definition screen will use to calculate the current field. This information is intended for users who have programming background. However, as the information in the bottom half of the screen is changed, those changes will be reflected in the top portion of the screen. a. Use the Operator list box to choose an operation. All available operators are listed in

the list box. i.e. +, -, *, /, “text”. b. The Functions list box contains a list of pre-defined built-in functions that helps

agents in creating formulas. c. The Fields list box contains Results table variables, system variables and external

table variables. The lower portion of the screen displays the variables of the selected type. In the example given above, the variables of the Results table are being displayed in the lower portion of the screen. Errors of type invalid expression, syntax and type mismatch can be encountered while maintaining the formula. In that case the following error message will appear.

Figure 207: Invalid Formula Expression Warning




5. Modify an existing field: Existing fields cannot be modified until Modify is clicked. To view the Modify Field button, select a variable/field name.

6. Once clicked, the user would be able to modify Field Options.

Creating a new field: For creating a new field, type the field name in the list box. Field names cannot exceed 10 characters. The first character must be a letter. The remaining characters can be alphabetic or numeric characters, or underscores.

For example: Valid Field Names: CUST_ID, AMOUNT3, B123 Invalid Field Names: 3AMOUNT, A1234567890 (11 characters) The following prompt message will prompt in case, of incorrect field name.

Figure 208: Incorrect Field Name Error

While creating a new field, a message will appear to the user for confirmation i.e. “Are you creating a new field?” Make appropriate selection and click OK.

A new field can only be created in Custom variables (System) whereas System variables, User variables, and External variables do not allow the user to create a new field.

5.6.2. Control Properties Screen Every object that can be placed on the Design Area contains a unique set of properties. At basic level, Properties screen includes location and size information, as well as the tab order. Additional information that is specific to each type of screen object will be covered in the sections below. To access the Properties screen for any control, right-click the object and select Properties from the menu.

Figure 209: Control Properties

1. Top: The distance from the top border of the object to the top of the screen design, in

pixels.

Important: Do not use reserve field names; it will generate a reserved word error.

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2. Left: The distance from the left border of the object to the left side of the screen design, in pixels.

3. Width: The distance from the left border of the object to the right border of the object, in pixels.

4. Height: The distance from the top border of the object to the bottom border of the object, in pixels.

5. Tab: The tab position of the object. It is possible for agents to use TAB on their keyboards to move from field to field on their screens, rather than using a mouse to click in each field. In this case, each object on the screen can be assigned a number in the tab order. For example, the first object in the upper left side of the screen might be assigned “1,” and the object below it might be assigned “2.” If no tab order is defined, the number shown here will be based on the order in which the screen objects were created.

5.6.3. Additional Control Properties

5.6.3.1 Validation A validation can be defined for most data fields. Data entered into a field can be validated using a fixed value, a formula, or a Fox Pro program. Click Validation from the Control Properties screen.

Figure 210: Field Validation

1. By Value: Select an operator, and then enter the value to be matched.

Figure 211: Validation

2. By Formula: Select an operator, and then use the Formula Builder to create a formula.

The data entered into the field will be compared to the value of the formula.

Furthermore, the user can view and generate the formula for the required purposes.

3. By Program: Use Browse to select a program that will verify the data entered into the data field

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After the Value, Formula, or Program tab has been selected, user will select when the validation will run, and enter a message that will be displayed to agents if the validation is not met. Type a message in the field at the bottom of the screen. This message should indicate agent about the incorrect information. For example, “Date of birth is invalid!”




Use the radio buttons in the bottom portion of the screen to select when the validation will run. 1. Always: The field will be validated as soon as user leaves it. 2. Sales: The field will be validated when the call is terminated with a sale-type termination

code. 3. Callbacks: The field will be validated when the call is terminated with a callback-type

termination code. 4. By Termination Code: The field will be validated when the call is terminated with selected

termination codes. Click a termination code to select. To select multiple codes, hold down the CTRL key on keyboard to highlight the codes through mouse.

5. Page: The field will be validated when the agent moves from page to page within the agent screen.

5.6.3.2 Trigger Triggers are activated when a specified value is entered into a field. A trigger can send the agent to a web page, change the current screen page, or populate a data field with formula. Click Trigger from the Control Properties screen. Controls like Checkbox, text box, radio button, combo box, list box and date/time have the trigger option in their Properties screen.

Figure 212: Field Trigger

1. To create a new trigger, enter the value that must be matched to initiate the trigger. In the example above, the field must have a value of 42.

a. URL: Enter a web address or browse for a local HTML page. When the agent enters the specified value into the current field, the HTML portion of the screen will display the contents of the URL.

Figure 213: Trigger for URL

b. Page: Use the spin box to select a page number. When the agent enters the

specified value into the current field, the screen will move to that page.

Figure 214: Trigger for Page Number

c. Variable: Use the list box to select the field that will be populated. By default, all

fields from the Results table are displayed in the list box. Click User Variables to




populate list box with available user variables. Use the Formula Builder to generate a formula. When the Agent enters the specified value into the current field, the field selected here will be populated with the value of the formula.

Figure 215: Trigger for Variable

d. Control: Use the list box to select the control that will be populated. Only those

controls are visible that have an Alias/DDE value defined from Control Properties screen (Only textbox, Edit box, Check box, Radio button, Combo box, List box and Date/Time Picker have Alias/DDE option). Use the Formula Builder to generate a formula. When the Agent enters the specified value into the current field, the control selected here will be populated with the value of the formula. Select Read Only to make selected control non-editable if Agent enters the specified value.

Figure 216: Trigger for Control

After a Trigger has been created, the text Trigger in the Properties screen will become bold, and the word Trigger will appear in the tool tip of the selected screen object.

5.6.3.3 Required 1. Select this check box to make the current field as mandatory. The call will not be sent until

the field is populated.




Figure 217: Required Fields

5.6.3.4 AutoNumber 1. Select this check box to insert an automatic sequence into the current field.

Figure 218: Auto Number Fields

For example, if the agent enters a customer ID he may like to automatically store Campaign ID after the customer ID.

a. Select the AutoNumber checkbox to activate. b. Select Prefix to place the AutoNumber characters before the data in the field.

Select Suffix to place the AutoNumber characters after the data in the field.




c. Format the AutoNumber text. Select Custom to choose from a combination of Campaign Code (CID), Date and Time (DTG), Date (DAT), or (TIM). Select from the other radio buttons to use just one of these options.

5.6.3.5 Format 1. Define the way the data will be displayed on the screen.

The character “X” indicates a letter, but this character will not be displayed on the agent screen. Symbols such as a hyphen (-) or slash (/) will be displayed on the agent screen. These symbols are for display only; they will not be stored into the Results table.

Figure 219: Format Field

For example, if format is set to XXX-XX-XXXX, agents will see “ - - ” on their screen, if no data is in the field. If the numbers “123456789” are in the field, agents would see “123-45-6789” on their screen.




5.6.3.6 TAB Key 1. Agent cannot exit a modified field without clicking the TAB key if this option is selected.

Figure 220: Use tab to Release Fields

5.7. Managing External Tables

5.7.1. Adding a Visual Fox Pro External table The user may need to display data on agent screen that is drawn from a table other than the Results Table. Follow the steps explained below to add an external DBF.

1. Go to Toolbar and click External tables. This will open the following screen.


2. Click Launch External Table Setup Wizard . Alternatively, to add an existing external table, hold the cursor over the relationship between tables, a pop up Add Table will appear as shown in the figure below.




Figure 222: Add Table

3. Click Add Table to open the External Table Definition Wizard screen.

Figure 223: Linking External Table�

4. Select DBF Table as external table file type from Table Source. 5. Click Browse to locate the table. After the table is selected, it will automatically fill in the

Table and Alias field of the Table Setup section. 6. Use the radio buttons to choose how agents will be able to interact with the external table.

• Append/Update: This allows changes to existing records in the linked table, and allows new records to be added to the table.

• Update Only: This allows changes to existing records in the linked table, but does not allow new records to be added to the table.

• Read Only: No changes can be made to the linked table.




7. Select an appropriate index for the linked table. (Only in DBF table)

• No index allows the user to add table without specifying any index. • CDX allows selection from existing indexes on the table. In the screen above,

existing indexes are shown as CTEL, CALLCOUNT, and DCALLCOUNT. • IDX allows the user to choose a pre-existing index file • New Index allows the user to create an index on the table. The index will default to

the first field name in the table. (TAG is the name of the index.) 8. Define the relationship between the Source table (one of the existing tables) and the Target

table (the external table being added) by selecting a source table from Related to table list box. The Source table is displayed on the left side of the Relationship section, and the Target table is displayed on the right. Highlight the fields that will be linked in the Source table and the Target table. In the example above, “tel” is linked to “tel”.

9. Select the type of relationship between the fields using the radio buttons at the lower left side. One to One Relationship: A record from source table can have only one matching record in the linked table. For example, the field “tel” is unique in both tables, so a telephone number in Results will match only one record in ImportData. One to Many Relationship: A record in source table can have more than one matching record in the linked table, but a record in the linked table can only have one matching record in source table. For example, the telephone number 5551212 will have only one matching record in Results, but might have 10 records in ImportData.

10. Select Cancel to finish the screen task without saving and Clear to remove table relation that is selected from relationship section.

11. Click OK to complete the linking process, and view External tables screen. �


5.7.2. Adding an External ODBC Source The user may need to display data on agent screen that is drawn from an external ODBC-compatible file type, such as SQL server. Follow the steps explained below to add an external ODBC.

1. Go to Toolbar and click External tables. This will open the following screen.




Figure 225: External Table for ODBC

2. Single-click Launch External Table Setup Wizard . A screen like the one shown next will be displayed. Alternatively, to add an existing external table, hold the cursor over the relationship between tables, a pop up Add Table will appear as shown in the figure below.

Figure 226: Add Table

3. Click Add Table to open the External Table Definition Wizard screen.




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Figure 227: ODBC Source

4. Select ODBC as external table file type from Table Source. 5. Under ODBC Sources, a list of possible data sources will appear like the one selected in

the screen. Select the appropriate data source other than the local server (local server is the StrataDial system itself).

6. If a prompt is displayed, navigate to the required ODBC source and click OK. 7. A list of available tables of selected ODBC Source will appear automatically in a list box in

the Table Setup section. 8. Highlight the required table and it will automatically fill in the Table and Alias field of the

Table Source section. 9. Use the radio buttons to choose how agents will be able to interact with the external table.

• Append/Update: This allows changes to existing records in the linked table, and allows new records to be added to the table.

• Update Only: This allows changes to existing records in the linked table, but does not allow new records to be added to the table.

• Read Only: No changes can be made to the linked table. 10. Choose the required fields to be linked to the screen design.

a. Check at least one unique Key (multiple keys are allowed) using the check boxes in the Key Selected Field column.

b. Check all required fields to be linked using the check boxes in the Selected column. The field column displays every field from the selected table.

c. Use the list box at the bottom of Table Index section to choose an Identity Field. The Identity field will be a field that is designed to be automatically incremented from one record to the next. This is required in order to prevent it from being included in update operations. Failure to identify this field will affect software performance. All fields selected in the grid will be available to choose as the identity field.




d. User can select and unselect all table fields by clicking Select All and Unselect All. 11. Define the relationship between the Source table (an existing table) and the Target table

(the external table being added) by selecting a source table from Related to table list box. The Source table is displayed on the left side of the screen, and the target field is displayed on the right. Highlight the fields that will be linked in the Source table and the Target table. In the example above, “tel” is linked to “tel”. Select the type of relationship between the fields using the radio buttons at the lower left side. One to One Relationship: A record from source table (RESULTS) can have only one matching record in the linked table (STRATA_TEL). In addition, a record from linked table can have only one matching record in source table. For example, the field “tel” is unique in both tables, so a tel in Results will match only one record in Strata_Tel. One to Many Relationship: A record in source table can have more than one matching record in the linked table, but a record in the linked table can only have one matching record in source table. For example, the telephone number 5551212 will have only one matching record in Results, but might have 10 records in Strata_Tel.

12. Click Cancel to finish the screen task without saving or Clear to remove table relation that is selected from relationship section.

13. Select OK to complete the linking process. �

Figure 228: Table Relation

5.7.3. Deleting Existing External Tables/ Relation To delete an existing linked table or a relation, select External Table from the Toolbar. All linked/unlinked tables will be displayed on the screen.




Figure 229: Links�

1. To delete a linked table from the screen, click the table and drag it to the trashcan on the right side of the screen.

2. To view or delete the relationship between two linked tables, click at the intersection of the linked table and the line between the two tables. A menu with Show Relation and Delete Relation option will appear, as figured above. Select Delete Relation.

5.7.4. Editing Existing External Tables 1. Go to Toolbar and click External tables. This will open the following screen.

Figure 230: External Tables Screen for Editing

2. Right-click the table that you want to modify and select Properties from the popup menu. 3. The External Table Wizard Definition screen will pop up. However, the Table Source

section will not be available for modification.




Figure 231: Edit External Table

4. Make the required changes. Refer to Section 5.7.1. Adding a Visual Fox Pro External table (if source is a DBF table) or Section 5.7.2. Adding an External ODBC Source (if source is an ODBC), for details on the fields present on this screen.

5. Click OK to complete the process. 6. Click Save from Toolbar.

5.7.5. Displaying Fields from External Tables

Figure 232: Display Fields

Fields from the linked table can be displayed on the Agent Screen using controls from the toolbar just like fields from the Results table.




1. Create a new field on the Design Area, for example, a text box. 2. In the Field Definition screen, click the magnifying glass to the right of the Field/Variable.

It will cause the External table list box to become visible. 3. Choose an external table name from the list box. All the variables of the selected table will

be populated in the list box below Field/Variable label. In the example given below, the selected external table is STRATA_TEL.dbf.


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4. Select the field to be displayed on the text box from Field/Variable. In the above example, the selected field is TEL.

5. Select OK, when finished. In the example provided, the textbox added in Design Area will display the values in TEL field of external table STRATA_TEL on Agent Screen.

5.8. Managing Screen Setup Properties

5.8.1. Custom Call Tasks Custom Call Tasks contains general call setup properties for After Call Task, Start Call Task and Start Program Tasks. It allows users to create customized tasks to be executed before or after a call is taken or when a particular program is run.

5.8.1.1 Setting After Call Tasks An after call task can be a FoxPro program, a FoxPro report (lead sheet), or an external application that will run after each call is completed by the agent. Multiple after call tasks can be designated for each screen design. Tasks can run after all calls, or only run based on user-defined termination codes. �




Figure 234: After Call Task

Adding a new after call task: 1. Select the Internal or External tab.

a. External is for non-FoxPro programs. If External is selected, click Browse to locate the application to run. If the application requires data from the agent screen, enter the variable name in the Parameters field.

b. Internal is for FoxPro programs and reports. If Internal is selected, choose whether the task is a report or program file. Program file can be any routine or message etc. Click Browse to locate the file. If the program or report requires a reference or parameter, select whether that parameter will be the Phone or the Unique ID field. Normally when setting up an after call report, Phone should be selected.

c. To specify a printer, click the printer icon and select an alternate printer from the menu.

2. Designate Termination Codes: The after call task will only run when a call is terminated with the selected termination codes.

a. Sales: The task will run when a call is terminated with a sale-type termination code.

b. Callbacks: The task will run when a call is terminated with a call back-type termination code.

c. By Termination Code: To cause the task to run based on user-defined termination codes, select this option. Click a termination code from the given list to highlight it. To select multiple codes, hold down the CTRL key on your keyboard and then click to select desired codes one by one.

d. All Termination Code: To cause the task to run based on all termination codes, select this option.




3. After completing items 1 and 2, click Add. “Program,” “Report,” or “External” will appear in the list box on the left side of the screen according to user-defined sequence.

4. Repeat the same steps 1 - 3, to include internal and external applications for the same or different term codes as required.

Deleting/Editing an After Call Task Existing tasks cannot be edited. To delete a task, highlight the task name, and click Delete.

5.8.1.2 Setting Start Call Tasks A start call task is a FoxPro program, a FoxPro report, or an external application that runs when a call is connected to an agent station. �

Figure 235: After Call Task�

Adding a new Start Call Task: 1. Select the task type as Internal or External using the radio buttons.

Important: Only those termination codes will be visible that have been included in the screen setup. Use Termination Codes from Toolbar to add codes.

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Internal: For FoxPro programs and reports. External: For all other applications.

2. If External is selected, click Browse to locate the application to be run. If the application requires data from the agent screen, enter the variable name in the Parameters field.

3. If Internal is selected, choose whether the task will be a report or program file. Click Browse to locate the file. If the program or report requires a reference or parameter, select whether that parameter will be the Phone or the Unique ID field. Usually when setting up an after call report, Phone should be selected. Similarly, No Reference is use for alternative purpose.

4. To specify a printer, click the printer icon and select an alternate printer from the menu. 5. Click Add. 6. Task category: “Program,” “Report,” or “External”, will appear in the list box on the left side

of the screen according to user-defined sequence.

Deleting/Editing a start call task Existing tasks cannot be edited. To delete a task, highlight the task name, and click Delete.

5.8.1.3 Setting Start Program Tasks A start program task can be a FoxPro program or an external application that runs when the agent logs in to his or her agent station i.e. user wants to maintain a log of Agent call attempts. �

Figure 236: Start Program Task�

Adding a new Start Program Task 1. Select the task type as Internal or External using the radio buttons.




Internal: For FoxPro programs and reports. External: For all other applications.

2. If External is selected, click Browse to locate the application to be run. If the application requires data from the agent screen, enter the variable name in the Parameters field.

3. If Internal is selected, choose whether the task will be a report or program file. Click Browse to locate the file. If the program or report requires a reference or parameter, select whether that parameter will be the Phone or the Unique ID field. Usually when setting up an after call report, Phone should be selected. Similarly, No Reference is use for alternative purpose.

4. To specify a printer, click the printer icon and select an alternate printer from the menu. 5. Click Add. 6. Task category: “Program,” “Report,” or “External”, will appear in the list box on the left side

of the screen according to user-defined sequence.

Deleting/Editing a Start Program Task Existing tasks cannot be edited. To delete a task, highlight the task name, and then click Delete.

5.8.2. Call Restrictions

5.8.2.1 Restricting Manual Calls By default, agents can place manual calls to any telephone number or PBX extension from Agent Screen application. Manual calling can be restricted based on the following options. �

Figure 237: Call Restrictions�

1. Only existing numbers: If this option is marked, agents are only allowed to place manual calls to the numbers that are present in the Results table of the current campaign.




2. Only original Agent: The agents who firstly direct with the manual calls are only allowed to call them back manually. Furthermore, this option is not currently implemented.

3. Excludes Termination Codes: Excludes Termination Codes restricts agents from making a manual call to any number that has been assigned a termination code from a list of termination codes selected here.

4. Enable Custom PRG: A custom program file (.prg) can be executed to allow/deny a manual call. This program file is executed as soon as an Agent clicks Dial button to place a manual call. The program file returns either TRUE or FLASE value. In case of FALSE, manual call is placed otherwise it is restricted. For example: A custom program file can be used to ensure that within a particular campaign, Agents dial a number only once in a day. In this case, a custom program file can be integrated that would get the telephone number provided by the Agent and verify that the number has not been dialed before in the day by any agent within the campaign.

5.8.2.2 Restricting Call backs This option is used to setup callback call properties. By default, agents can use the callback button on their agent screens to generate Callback calls to any telephone number or PBX extension. Call back callings can be restricted.

1. Includes all Campaigns: If this option is marked, agents are allowed to view callbacks from all campaigns. This function is not used by StrataDial currently. It has been reserved for future use.

2. Transferable: This function is not used by StrataDial currently. It has been reserved for future use.

3. Exclude Termination Codes: Exclude Termination Codes are used to restrict against selected term code. When this option is marked, the list box containing termination codes becomes enabled. Click a termination code to select it. To select multiple codes, hold down the CTRL key on keyboard with mouse click each termination code or by dragging through mouse. If a telephone number in the Results table has one of the selected termination codes, Call Back calls to that telephone number will not be allowed.




Figure 238: CallBack Restrictions

5.8.2.3 Restricting ACD Group Transfers ACD Group Transfers displays a list of ACD Groups to the user. User can limit agents to transfer calls to the selected ACD Groups only by selecting ACD Groups from the available list. A brief description of the fields present in the ACD Group list is given next.




Figure 239: ACD Group Transfer

1. ID: It displays the ACD Group ID. It is a unique three-letter code. 2. Description: The description specifies the original name of the ACD Group. 3. Included: Select the check box against every ACD Group in order to include it to the list of

ACD Groups to which agent can transfer calls. 4. Clear: Clicking Clear will uncheck all the selected ACD Groups and remove all groups from

selected list. If the Agent screen is active and any modification to list of selected ACD Groups is made, those changes will take effect immediately.

5.8.3. Custom Layout Builder Customer Layout Builder allows the user to select fields to be displayed to the agent in the Callback list scheduler.

5.8.3.1 Callback field selector This feature allows user to select which fields are visible to the agent when agent uses the Call Back feature from Agent Screen.

1. Select Use specified fields when displaying agent’s callback list in order to make it functional.

2. A list of available fields will become available. 3. Highlight one field and click the single arrow to select. 4. To select all available fields, click the double arrow. 5. To remove fields from the Selected box, highlight the field and click the arrow pointing left.




Figure 240: Callback Field Selector

5.8.4. Miscellaneous This section contains a number of campaign- specific options such as General Settings, Call Voice Recording Settings, Resolution, User Variables, and Dialing Rules.




Figure 241: Miscellaneous

5.8.4.1 Configuring General Setting

General section under Miscellaneous is used to configure general call options and notifications.

Call Options 1. Do not read ANI for inbound calls: ANI digits are used by the StrataDial system to locate

the record associated with the inbound caller. When this option is marked, inbound ANI digits will be ignored by the system.

2. Do not refresh the screen at the start of each call: Each time an agent receives a new call, the HTML script is refreshed. If this option is marked, the HTML script will remain at the current page rather than transfer being refreshing.

3. Do not allow agent to change the script page: When enabled, page spin box disappears from agent screen, so agents cannot change script page.

4. Enable call status colors: When this option is marked, the call status colors (as selected in Table Management) will be used as a border around the agent screen of every TSR logged into the current campaign. Background colors are used as border whereas Foreground colors are used for font color.

5. Disable display of the phone number in header: By default, the telephone number of the current call is displayed in the header information of the agent screen. Select this option to keep the telephone number from being displayed.




Play Sound to Agent When This option is used to generate a sound when Agent queue or ACD Group queue has specified calls on hold.

1. Use Browse to locate a file of type VOX, or type a URL directly into the field. 2. Specify the maximum number of callers that can be put on hold. The specified file will play

when this number is reached.

Agent Hang up Notification Display Options This option displays the hang-up notification status for all inbound calls, outbound calls, manual calls, callbacks, preview calls, all other calls and for standard disconnects on the agent screen, as selected.

5.8.4.2 Setting Call voice recording settings This section allows the user to save the call voice recordings in different formats.

1. By default, Record button in each agent screen is enabled, and the agent can record a call anytime. If Automatically record all calls and disable and disable agent record button is marked, recording will begin every time an agent is connected to a call automatically and the Record button will be disabled.

2. In order to maintain a log of sale-type termination codes, click Delete recordings that are not coded as sale. It will save all the calls of type VOX with sale-type termination code. All other VOX recordings with a non-sale-type termination code will be deleted. This option is enabled when Automatically record all calls and disable and disable agent record option is selected.

3. Put multiple recordings for the same call in separate files: Allows more than one VOX recordings to be created in separate files during the course of a single telephone call.

4. Use short file name template: VOX recordings that are generated during agent telephone calls are named in the format TELEPHONE_CAMPAIGNID_CALLID_UNIQUEID.VOX. An example of a VOX file name is 7135551212_ABC_CAJ1O5F4_.VOX. If Use short file name template is selected, it will shorten the file name by removing the call ID and unique ID from it, making it in a less descriptive format. An example of a short VOX file name is [RESULTS.TEL]_[RESULTS.CAMPAIGNID].VOX

5. Use custom file name template: Highlight one field from the Available Fields box and click the single arrow to select. To select all available Fields, click the double arrow. To remove field(s) from the Selected box, highlight the field and click the arrow pointing left. The name of the recording file will now be created based on the selected custom fields.

6. Insert underscores between fields in file names: Inserts underscores between fields in file names if selected.

7. Enable filename VOX rename and system ID stamp: Appends the system stamp at the end of the filename to make it unique.

8. Recording file name template: It displays the recording file name format using the custom file name template.

9. Sample recording file name at the start of call: It displays the recording file name using the file name template at the beginning of a call.

10. Sample recording file name at the end of call: It displays the recording file name using the file name template at the end of a call.

11. Recording the path: It displays the path of the recording file name where it is saved. This path is S:\StrataDial\VOX by default.




Figure 242: Call Voice Recording Settings

5.8.4.3 Resolution Screen resolution refers to the sharpness and clarity of an image. It signifies the number of dots (pixels) on the entire screen.




Figure 243: Configure Screen Resolution

To adjust screen design according to Agent screen resolution, select Adjust selected resolution to account for target machine’s task bar (standard task bar size). To restrict user from resizing Screen Designer window manually, select Lock Screen Designer design area to match selected screen size. This option locks screen designer window size. To specify screen size, enter desired resolution in Custom Size and click Apply Resolution Changes. Changes made will apply immediately. Click OK.

5.8.4.4 User Variables Use this tab to define variables that will be used within the agent screen but not contain data (data will be drawn from or written to the Results table or an external table). For example, there may be a temporary variable that is used in an on-screen calculation, but does not need to be stored permanently.




Figure 244: User Variable

1. To create a new variable, click in the Name field. The text USER_ will appear. 2. Type the variable name after this text. For example, USER_ABC might be a complete

variable name. 3. The variable type will default to “C” for character. To change the variable type, click in the

Type field. The field will become a list box. Select from the following data types: C: Character N: Numeric D: Date L: Logical

4. To delete a variable, right-click the row and select Delete.

Displaying User Variables on Screen 1. Create a new field in the Design Area, for example, a text box. 2. In the Field Definition screen, click User variables (thumbnail icon) to the right of

Field/Variable. All the fields that are in user variable will be displayed in the list box. 3. After choosing a user variable, the Field/Variable list box on the upper left will display only

the fields that are in user variable. Select the field to be displayed from this dropdown. 4. Select OK, when finished.

5.8.4.5 Dialing Rules By default, when an agent transfers a call, he is able to enter any telephone number to which the call will be transferred. Using Predefined Numbers, one or more transfer numbers can be assigned to the screen. Only these numbers become available to agents during call transfers, when this screen is assigned to any campaign. If only one number is entered here, then that particular number will be dialed automatically when the agent clicks Trans/Conf. Alias is used to define a second name against each predefined number. Dialer can use the alias to dial the actual number as a shortcut.




Figure 245: Dialing Rules

There are different call transfer types in the Automatic Transfer section. These are local PBX extension, Outside Number or Conference. Only those transfer types will be available on the Agent screen, which are selected in this section.

1. PBX extension: Allows the agent to transfer the call to a PBX extension. 2. Show menu: It displays the transfer menu on the agent screen. 3. Outside Number: Allows the agent to transfer the call to some outside number. 4. Conference: Allows the agent to conference a call. 5. Phone Number: If there is only one call that needs to be transferred then specify the

phone number into the Phone Number field. 6. Supervised transfer: Select this option to put channel on hold when an agent stations is in

conference. 7. Predefined Numbers: It displays a list of numbers for transfers. Enter a brief description of

each number in the Alias field. The agent will be able to transfer calls to the telephone numbers provided here by entering the alias only rather than the entire number.

Important: Transfer settings must also be designated in the Stratadial.VC2 Dialer Control Center. See Section 8.6.3. Configuring Transfer Settings.

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5.9. Importing/Exporting Screen Setup Screen setup made by user can be exported to a file for use by others. Similarly, an existing screen can be imported into the StrataDial System for use. To Import an Existing Screen Setup

1. Click Import from File menu. 2. Navigate to the required screen setup file (a DBF file). 3. Click Open.

To Export a Screen Setup 1. Click Export from File menu. 2. Name the screen setup and select a location to save the file. 3. Click Save. The file will be saved as a DBF file.

5.10. Viewing Screen Setup Errors Errors occurring during a screen setup are collected for reference by the user. To view this error log, follow the following steps.

1. Click Errors from View menu. 2. A window will appear displaying the error log.




6. REAL TIME STATISTICS (RTS) Real Time Statistics provides an overview of current and historical call activity in graphical form. Statistics can be viewed for agents, campaigns, and the whole system.

6.1. Starting RTS Click Real Time Statistics icon in the VC2 Launcher. This will open the StrataDial.VC2 Real Time Statistics toolbar.

Figure 246: RTS Toolbar

6.2. RTS Toolbar The Real Time Statistics toolbar allows the users to create unique screen layouts with multiple screens for any or all of the available statistics, and for any dialing day.

Status bar The status bar provides the following information:

Ready: Indicates whether Real Time Statistics is able to access all necessary data. Displays values ‘Ready’, ‘Refreshing’ or ‘Cannot initiate session’.

Dialer connection: Indicates whether Real Time Statistics is connected to the dialer.

Refresh Interval (sec.)

Refreshes table data after every 30 or 60 seconds depending on selected interval.

Dialer Name The list box at the top gives the option to select the dialer whose statistical data needs to be viewed.

About Displays version information and copyright notice, and provides a link to release notes.




6.3. Viewing Campaign Statistics Click Campaign from Real Time Statistics toolbar. A Campaign Statistics screen like the one shown next will appear.

Figure 247: Campaign Statistics

Campaign statistics can be viewed based on multiple Campaigns, Call Types and Termination Codes that can be selected from the panel on the left side of the screen. Place a checkmark against each campaign’s call type and termination codes to generate the statistics. Statistics of all the calls of selected call types made from selected campaigns and that have the selected termination codes will be displayed on the screen. For example, in the figure shown above statistics for all the campaigns and call types are selected. Termination codes are set to System and Live answers. Settings can be changed any time when required. Statistics for the above criteria are displayed in the figure given below.




Figure 248: RTS Criteria

By default, the current date will be selected. However, user can view historical data using the Date list box. As soon as a date is selected, the data displayed on all open Real Time Statistics screens will be updated to reflect the new date.

6.3.1. Campaign Statistics Fields There are some other fields shown at the bottom of the screen. The description of each field is given as below.

Login time This is the Login time of an Agent when he/she logs into a particular campaign.

Total Talk Time

The total time an Agent spends in talking to the customer.

Sales Percent of Pitches

The percent of the total pitches resulted in sales.

Current Drop Ratio

This is the drop ratio of the calls.

Average Talk Time per Call

The average time an Agent spends in talking a call.

Average Wait Time Per Call

This is the average wait time per call.

Average The average time an Agent spends in wrap up state.




Wrap-up Time per Call

6.4. Viewing Agent Statistics Click Agents from the Real Time Statistics toolbar.

Figure 249: Agent Statistics

Agent Statistics can also be viewed based on multiple campaigns, call types, agents, supervisors and locations. Expand a group to view the criteria that it contains. Place a checkmark against each campaign’s call type and termination code to generate the statistics.

Important: When the current date is selected, the statistics are refreshed several times per minute. If a date prior to the current date is selected, there is no need for the application to refresh the statistics after loading the data.

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Figure 250: Agent Statistics

6.5. Viewing Graphical Statistics Click Graphic in Real-Time Statistics toolbar to view graphical statistics.




Figure 251: Graphical Analysis

Each of the five graphs can be enlarged and displayed in a variety of formats. System-wide data can be viewed, or data can be filtered by campaigns, call types, termination codes and agents by

clicking on icon on the left panel.

6.5.1. Working with Graphical Display 1. Double-click anywhere on the graph. A new window will open with a larger version of the

graph. 2. In the new window, select a graph type by using the Type list box. Options can be different

for each graph. Generally, these options include area, bar, column, pie, and line graph options, both two-dimensional and three-dimensional. Styles can be used to choose from a variety of chosen chart type.




Figure 252: Graphical Analysis

6.5.2. Viewing Graphical Display for the Selected Criteria For any criteria selected, six graphs are presented. Following is a brief description of each graph:

Term Codes This shows the distribution of completed calls by termination codes.

Total Sales Displays total sales amount throughout the dialing day.

Time Shows percentage of time spent by agents in following states: talk, hold, wait, wrap up, and break.

Connect Displays historical information on the number of connects, pitches, and sales using a day-by-day comparison

Sales/ Agent Shows amount of sales made by each selected agent.

Call Types Shows the number of Outbound calls, Inbound calls, Manual calls and Callbacks.

6.5.3. Selecting Date for Statistical Data Date is displayed at the bottom of the Graphics Statistics screen. The default date will be the current date. To select a new date, click Date list box and select a date from the calendar that pop-ups. The graphs will update automatically to reflect the data of the selected date.

6.6. Data Appearance In the Campaign and Agent Statistics screen, the appearance of the display can be altered in several ways.

6.6.1. Customizing Background Color Right-click any column and select Back Color in order to select a custom background color for the panel where mouse was clicked.




6.6.2. Customizing Sequence of Columns Right-click any column and select Customize. It will customize the sequence of columns available in that panel. When the window shown below appears, select any column and drag the mouse to reposition it. Click OK when finished.

6.6.3. Customizing Column Caption and Visibility Right-click any of the panels and select Customize. From the window that pops-up, double-click the column that needs to be modified. Another window opens that displays the column caption, its formula and visibility status. Column names can be modified here. Column formula, however cannot be changed and, therefore, is disabled. A checkmark against the visible checkbox indicates that the column will be visible to the user. To remove a column from display, this option needs to be unchecked.

Figure 253: Agent Column Settings

6.6.4. Adjusting Column Settings Column width and display order can also be modified without using the Customize option. To change column width, hold the mouse cursor at the right border of the column, then click and drag the border of the column to the desired width. To change column position, click the column header and drag the column to a new position.




7. DATA SPY Data Spy is a tool for viewing, updating, and correcting data for all campaigns. Data Spy is also used to listen to VOX recordings. Use Data Spy to look up single records or groups of records, and then review, update, or correct the data contained in those records. Data is viewed using the agent screen associated with each campaign. If a campaign does not have a screen design associated with it, then campaign Results database cannot be accessed through Data Spy.

7.1. Starting DataSpy To open Data Spy, log in to the VC2 Launcher and click Data Spy icon. A login screen will appear.

Figure 254: Data Spy Login Screen

Select a Campaign from the Campaign list box, and then click OK. The screen that opens will look exactly like the Agent Screen for that campaign, with the exception of the Agent Operations Toolbar and Call Operations Toolbar, which has changed into the Data Spy Information Bar and Operations Toolbar respectively. By default, the first record in the campaign Results table will be displayed on the screen as shown below.

Figure 255: Data Spy Interface




7.2. Understanding the Interface The main screen of the DataSpy contains an Information Bar and an Operations Toolbar. The details of both are elaborated in the following section.

7.2.1. Information Bar Moving from left to right, the Information Bar contains the following information about the current record:

Campaign It displays the name of the campaign.

Agent It displays the name and ID of the agent (if any) who most recently spoke with the client. This information can be modified in Data Spy.

Verifier It displays the name and ID of the ACD verifier (if any) who most recently spoke with the client. This information can be modified in Data Spy.

Call Date It displays the date of the most recent call to the client.

Call Time It displays the time of the most recent call to the client. The time appears in seconds after midnight. For example, a time of 60 would indicate the call was made at 12 01 a.m.

Call ID It displays the call ID of the most recent call to the client.

About It provides the information about Data Spy, including the version number.

Scheduler It provides access to the Scheduler application.

Change Campaign It allows the user to switch to a different campaign.

Page Indicator Use this spin box to move between pages of the agent screen

7.2.2. Operations Toolbar

Figure 256: DataSpy Toolbar

Moving from left to right, the Operations Toolbar contains the items listed below.

Record Indicator It displays the current record number. The topmost record in the Results database will be Record 1. Use the spin box to move to different records in the results database, or type a record number and press ENTER on your keyboard.

Navigating through Records

Use the arrows to move to the first record, previous record, next record, or last record in the Results database.

Deleting Current Delete the current record from the Results database. Note that deleted




Record records are not permanently deleted until Database Manager is run.

Saving Current Record

Save changes to the current record.

Adding a New Record

Add a new record to the Results database.

Finding and Filtering a Record

The next four buttons allow the user to browse or filter for specific records in the Results table based on the criteria user enter into the fields on the screen. Note that multiple criteria can be used. That is, user can search for data that matches information in more than one field. For example, user might set a filter to look for all calls in the 12345 zip code that were taken by agent A02.

Click Find & Filter Definition/Clear in order to begin the record location process. This will clear the data on the screen, and enable the other three buttons.

Finding a Record Find one record matching the user-defined criteria; enter the criteria into the corresponding fields. For example, to find the first record with an area code of 713, type 713 into the telephone field, and then click Find. The first record with an area code of 713 will be displayed.

Filtering a Record

To set a filter so that only records matching certain criteria will be displayed, type those criteria into the corresponding fields. For example, to view all telephone numbers with an area code of 713, type 713 into the telephone field, and then click Filter. Using the record arrows to move between records, user will see that the record number may skip as he moves from record to record; this is because all records that do not match the criteria entered by the user will be omitted from his view. Click Filter again to remove the filter.

Browsing through Records

To view a browse-able list of all records matching certain criteria, type those criteria into the corresponding fields. For example, to view all telephone numbers with an area code of 713, type 713 into the telephone field, and then click Browse. A new screen will open that displays a summary of all records matching the user-defined criteria.

To move to any of these records in the main Data Spy screen, click the record in the Browse screen and click OK. The Browse screen will disappear, and the record selected by the user will be displayed.

Sorting Records Sort records based on Phone Number, Unique ID, or Record Number.

Fast Find a Record

Locate a specific record using Phone Number, Call ID or Unique ID.

Reloading Data and Screen

It reloads the data and screen. Any unsaved data changes will be lost.

Printing a Record Click Print to print the current record using an existing report or lead sheet. When Print is clicked, a browse window will open. Navigate to




the desired report or lead sheet and select Open.

Playing Vox Recording

Click Play to play the VOX file associated with the current record.

Access Player Click to access voice media player.

Checking the Status of the Data

The status window indicates whether data is displayed normally or with a filter.

Viewing Last Termination Code Assigned to Record

Termination codes can only be displayed in the termination code list only if termination code currently exists in the screen design. The Last Termination Code display shows all termination codes, including codes that are not currently in the screen design. For example, if the termination code 08 was included in the screen design and assigned to a record, then the code 08 was removed from the screen design, DataSpy would show Last Termination Code as 08, and the Termination Code would be blank.

Assigning Termination Codes to Records

The Termination Code currently assigned to the record. If this field is blank, it is possible that the Termination Code was removed from the screen design. See Last Termination Code.

7.3. Using Voice Media Player To access voice media player, click from the Operations Toolbar. This will open the Stratasoft Voice Media Player screen.




Figure 257: Stratasoft Voice Media Player

• Location bar: Displays location of selected vox file. • Volume Control: Use slider to adjust volume. • Display panel: Provides visual display of audio files. • Position slider: Shows timeline; dragging the slider to a new position will let you

jump to the desired position. Watch the current position indicator on your Status bar for your location.

• Sound Adjustment Area: Contains three different sliders for adjusting the play rate, tempo and pitch of the sound.

• Control bar: Allows the user to play, pause, stop, forward and rewind the sound clip. • Message bar: Displays any error messages encountered while playing audio. • Status bar: Displays status of audio file i.e., Playing, Paused or Stopped. It also

displays the duration, altered duration and current position of the clip being played.

7.3.1. Opening a Vox File

From the Voice Media Player window, click and select VOX file. Click OK. Use Play and Pause buttons to play/pause the vox file.

7.3.2. Navigating through a Vox File

Button Action

Starts the clip from the beginning.

Plays selected clip.

Jumps back to the selected position.

Pauses the vox file being played.

Jump ahead to the selected position.

Stops playback and resets the clip to the beginning.

Resumes a clip from where you paused it.

7.3.3. Adjusting Audio Quality Adjust Play Rate: Use slider on the Voice Media Player screen to adjust play rate. It ranges from -90% to +90%.

Adjust Tempo: Tempo is the speed at which the clip is played. Use slider on the Voice Media Player screen to adjust it. It ranges from -90% to +90%. Pitch Adjustment: Pitch corresponds to a high or low frequency of sound. Use slider on the Voice Media Player screen to adjust it. It ranges from -50% to +50%.




8. DIALER CONTROL CENTER The Dialer Control Center (DCC) allows users to monitor agent station and channel activity in real time, modify permissions for agent stations and channels, adjust global dialer settings and set list position for campaign call list.

8.1. Starting Dialer Control Center To access the Dialer Control Center, open VC2 Launcher and log in. Click the Dialer Control Center icon. This will open the Dialer Control Center toolbar.

Figure 258: Dialer Control Center Toolbar

8.2. Understanding the Interface The menu on Dialer Control Center provides access to do the following:

Start / Stop Controls the dialing status of the dialer. Start launches dialing and Stop brings a halt to dialing.

Channels Allows configuration and monitoring of available channels.

Stations Allows configuration and monitoring of available stations.

Config Allows configuration of global dialer settings.

List Pos. Resets the campaign call list according to user-defined position.

Exit Quits the application.

About Displays the version of Dialer Control Center application.

Refresh interval (sec.)

Displays the time in seconds after which information is updated for Dialer Control Center features.

Dialer Selection Allows user to choose between available dialers for configuration.




The status bar provides the following information:

Ready Indicates whether the Dialer Control Center is connected to the dialer.

Dialer Indicates which dialer is currently selected.

Channel Displays the number of channels licensed to the system.

Station Displays the number of stations licensed to the system.

Dialer Status Indicates whether the dialer is currently dialing.

8.3. Dialing When the Controller application is run from the VC2 Launcher, dialing starts immediately. There will be no need to start dialing unless it has already been stopped.

To start dialing:

1. Click from VC2 Launcher.

2. Click in the Dialer Control Center toolbar. 3. A message box will ask “Are you sure you want to start dialing?” Select Yes.

After dialing is started, Start will be disabled.

Even though dialing is started, call lists may not be dialed immediately. With the exception of Dynamic Messages, outbound campaigns only become active when a TSR logs into a Station.

To stop dialing:

1. Click from the VC2 Launcher.

2. Click in the Dialer Control Center toolbar. 3. A message box will ask “Are you sure you want to stop dialing?” Select Yes.

Clicking Stop will halt outbound dialing, but TSRs will be able to complete currently connected calls.




8.4. Channel Status In the Dialer Control Center, click Channels. This will open the Channel Status window.

Figure 259: Channel Status

There are three screen elements. A toolbar that contains Resort, Refresh and Properties buttons. The Channel Status Summary that provides information for all channels and for channels with specific permissions (inbound, outbound, manual, and callback channels) and Channel Status Detail view that displays current channel activity. This is also where channel properties, such as permissions are set.

8.4.1. Configuring Channel Properties

Click to view or modify the properties of selected channels. The properties screen can also be reached by right-clicking on a selected channel or group of channels and choosing Properties from the menu that appears.

1. To select one channel, click that channel. The channel will become highlighted. Click Properties to view information on this channel.

2. To select a group of channels, click the first channel in the group. Click and hold the shift key on the keyboard, then click the last channel in the group. All the channels between the first and last channel will become highlighted. Release the shift key and click Properties to view information regarding the entire group.

3. To select channels that are not in a group, click and hold the control (Ctrl) key on the keyboard. Click to select a channel. Release the control key and click Properties to view information regarding the selected channels. After selecting channels and clicking Properties, a screen like the one given next will appear.




Figure 260: Channel Properties

4. The IDs of the selected channels are displayed at the top of the Properties screen. In the example shown above, Channel 3 and 4 are being displayed.

5. Note on multiple channel selection. In the above example, the checkbox for Allow KTS calls is filled. The Local Dial Prefix text field contains the characters instead of numbers. This entry indicates that this field of the selected channels does not share the same properties.

6. Select Enable checkbox to activate a channel. If an activated channel needs to deactivate, uncheck Enable option.

7. Dial Prefix String: If prefix numbers must be dialed on the selected channel, enter those numbers here.

8. LD Dial Prefix String: If Long Distance Dial Prefix is required on the selected channel, enter those numbers here.

9. Local Dial Prefix: If local prefix numbers must be dialed on the selected channel, enter those numbers here.

10. ANI/DNIS Mask: If user subscribes to an ANI/DNIS service through the telephone provider, he must enter the format for the ANI/DNIS digits here. In the example above, the ANI digits will be received prior to the DNIS digits. This setting varies based on the telephone provider, and should be designated at the time of the StrataDial system installation.

11. Default ACD Group: Select an ACD group to be associated with the selected channels. Inbound calls to the selected ACD group will be routed automatically to the designated channels.

12. To configure permissions for the selected channels, check/uncheck options given at the bottom section of the properties screen. Most of the properties are self-explanatory. To allow a channel to take KTS calls, select Allow KTS Calls option. Key Telephone System (KTS) calls are those calls that use the dialer to make a call by using the station and not the Agent Screen application.




8.4.2. Channel Status Summary An activity summary for all channels and for channels with specific permissions (inbound, outbound, manual, and callback channels) is displayed at the top of the Channels screen.

8.4.3. Channel Status Detail The Channel Status screen provides a customizable overview of real time channel activity.

8.4.3.1 Color Information

The text and background colors of the channels provide an immediate overview of what is going on in the center.

Status Color

Idle White background, black text

Disabled Red background, white text

Active, no station is associated with the channel

White background, green text e.g., dialing, inbound

Active, a station is associated with the channel

Green background, white text e.g., talking, manually dialing

8.4.3.2 Fields and Sorting

By default, channels will be listed in order of the channel number. However, channel data can be sorted by any field. For example, click Time field. A small arrow will appear to indicate that the channels are sorted by activity time. As the channel data is updated constantly, it may be needed to refresh the sort applied to channel data. This is accomplished by using Resort and Refresh.

Information shown for each channel includes the Channel number, Status, Activity Time, Telephone Number, Call Type, the Campaign or ACD associated with the call (if any), Station Number (if any), Agent ID, Agent Name, and Hold Time Before Connect.




8.5. Station Status In the Dialer Control Center, click Station. This will open the Station Status window.

Figure 261: Agent Status

8.5.1. Configuring Station Properties Click to view or modify the properties of selected Stations. The properties screen can also be reached by right-clicking on a selected station or group of stations and choosing Properties from the menu that appears.

1. To select one station, click that station. The station will become highlighted. Click Properties to view information on this station.

2. To select a group of stations, click the first station in the group. Click and hold the shift key on the keyboard, and then click the last station in the group. All the stations between the first and last station will be selected. Release the shift key and click Properties to view information regarding the entire group.

3. To select stations that are not in a group, click and hold the control (Ctrl) key on the keyboard. Click to select a station. Release the control key and click Properties to view information regarding the selected stations.

4. Selection of channels and Properties display a screen like the one below.




Figure 262: Station Properties

5. The IDs of the selected stations are displayed at the top of the Properties screen. 6. In the example, Allow callback calls checkbox is filled. The Agent text field contains the

characters §§§ instead of an Agent ID. These entries indicate that the selected Stations have different properties for these fields.

8.5.1.1 Viewing Attributes of a Station

The Attributes section of Properties screen shows whether an Agent is currently logged in on the selected station. If an Agent is logged in, the Currently logged in checkbox will be marked and Agent ID, Campaign from which he is logged in, Computer ID and QA Port are displayed.

QA Port is the port that Quality Assurance utility uses to connect to agent screen.

8.5.1.2 Configuring a Station as a KTS Station

To configure a station as a Key Telephone System (KTS) Station, select Configure this station as a KTS station checkbox. This allows the user to use the selected station to make calls through the StrataDial system without using Agent Interface Application.

8.5.1.3 Configuring Station as a Floating Station

To configure a station as a Floating station, click Configure this station as a Floating station checkbox.

Floating station extension is the number that the agent or dialer dials when an agent logs in to a station with no preconfigured audio station/physical computer relationship. Hence, the audio station is floating rather than tied to a specific computer. Once logged in to a computer station, the agent must establish the audio path and to do so, the station’s configured extension is used.




8.5.1.4 Assigning Permissions to Stations

Permissions can be granted or revoked from stations at any time by placing a checkmark or removing it from the box against relevant permissions.

After changes are made to the properties screen and OK is selected the properties of the selected stations are updated immediately.

8.5.1.5 Changing Agent/Station Campaign

Logged in campaign of agents/station can be changed by clicking Set Campaign. A screen like the one given below appears. Select the Campaign and click OK.

. Figure 263: Changing Agent Campaign

8.5.1.6 Sending Instant Messages to Agents/Stations

Instant messages can be sent to logged in Agents/Station by right-clicking on selected agent(s) and selecting Send Instant Message from the popup menu.

Figure 264: Send Instant Message to Agents




To send message to all agents logged in to a specified Campaign, select Send also to all agents in this campaign option and select the desired Campaign.

Click OK to send the message. Messages will be displayed to agents on the Agent Screen.

8.5.2. Station Status Summary An activity summary for all stations and for stations with specific permissions (inbound, outbound, manual, and callback) is displayed at the top of Stations Screen.

8.5.3. Station Status Detail The bottom portion of the screen shows the current activity of all Stations available to the system. There are two views: Details and Large Icons.

a. Detail View: Stations are listed in numeric order. Data displayed includes the Agent

ID of the TSR currently using the station, the Agent name, current agent status, the length of time spent in that status, the channel in use by the station, the telephone number the station is connected to, the campaign the agent is logged in from, the ACD group, if any, and the call type.

b. Large Icon View: This view allows a quick overview of activity on the floor. This view

can be even more informative if the tiles are arranged according to the layout of the call center or group them based on campaign. To do this, click the tile and drag it to the desired location.

8.5.4. Understanding Station Icons Stations are represented by icons. These icons show information about each station in three ways:

8.5.4.1 Background Color The background color of the icon shows the current state of that Station.

Icon Color State

Green Talking

Yellow Wrap-up

Gray Disabled

Light blue Idle

Important: Note that the data fields can be rearranged. For example, you might click Number field and drag it to the left side of the display.

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Red On break

8.5.4.2 Text

A two-letter abbreviation in the upper left corner of the icon indicates the call type. Two examples appear in the Talking and Wrap-up icons displayed above. There are eight call types. Basic call types CB Callback IB Inbound MN Manual OB Outbound Transfer call types SA Station to ACD Group transfer SS Station to Station transfer SV Station to Verification transfer TT Trunk to Trunk Transfer

8.5.4.3 Icon Insets

Sometimes a small icon will appear in the lower left corner of the main station icon.

Icon Description Explanation

Cassette tape The station is recording the current call.

Yellow triangle The station’s current call is on hold.

Telephone headsets, computer monitor

The station is involved in a conference call.

Arrow pointing right

The station is sending the call

8.6. Config Clicking Config will open the Dialer Control Center Configuration screen. The Configuration screen has three tabs. The system installer initially enters configuration settings. If modifications need to be made to these settings, click OK after changes have been made, or Cancel to close the screen and discard the modifications.

8.6.1. Configuring Company Information Data stored in Company Information tab is displayed in some reports. It is used to define a profile of the Company name, address and contact information.




Figure 265: Company Information

8.6.2. Configuring Locale Settings These global dialing settings affect all campaigns.

Figure 266: Locale Settings

Country/City/Area code These are the codes of the country and area where the dialer is located.

Dial pre-delay time (s) This is the minimum time in seconds after a line is disconnected before it will be used to dial again.

Maximum extension This is the maximum number of characters that can be dialed without




digits requiring country, area code, or exchange data.

Flash hook duration (ms)

This is the duration in milliseconds of a flash hook. Flash hook is a momentary drop in line voltage on analog telephone lines to indicate that the user would like dial tone on a second line, usually to transfer a number or make a simultaneous call while the original caller is on hold. Usually provided as Call Waiting service.

Conference timeout (s) This is the duration in seconds before the dialer disconnects channels used for conferences. Adjust this setting based on the frequency of conference calls in user dialing campaigns.

Verification mode If any center does not use ACD verification, disable verification mode. Verification mode affects the way sales calls are treated.

8.6.3. Configuring Transfer Settings The settings in this tab also global settings and affect every campaign.

Figure 267: Transfer Settings

8.6.3.1 Selecting Transfer Modes

Select between Dual line and Single line for call transfers.

8.6.3.2 Defining Inside or Outside Call Transfer Dial Strings

When performing transfers, devices providing transfer services have various methods of controlling signals for carrying out a transfer. Some PBXs might require **8 to be dialed to indicate that the 2nd line should be connected, or yet another system might only use the flash hook (&) to perform the same thing. These fields let the user configure the strings to match their specific equipment. Transfer settings should originate from your phone switch or telecom provider. A comma ‘,’ represents a pause, and an ampersand ‘&’ represents a flash hook.




Define the Dial prefix, Connect string and Release string for inside and outside call transfer strings.

8.6.4. Resetting Call List Position This feature changes the position in a call list currently being dialed. When a new call list is added to a campaign, the Dialer starts dialing from the top of the list, or List Position 1. While the campaign is active, the list position can be changed at any time. This is particularly helpful when dialer is running out of leads in a call list.

1. Click List Pos to open the screen below.

Figure 268: Call List Position

2. Select a campaign from the Campaign list box, and then enter a numeric list position in the New Position text field.

8.6.5. Viewing Current Position of Call List To view the current list position for any call list, go to the computer that is running the Controller application. The list position for all active campaigns is displayed at the bottom of the Controller screen.




9. AGENT The Agent application allows agents to receive inbound/outbound calls, place manual/callback calls, and record or transfer/conference calls.

9.1. Starting Agent Application

To log into an Agent Station: 1. Click Agent icon in the Launcher. If Launcher is not accessible, use Agent icon from station

to access Agent Screen. 2. Select Agent ID and Campaign. 3. Enter password, if applicable, and click Login.

Figure 269: Agent Login Screen

9.2. Understanding the Interface An example of Agent Screen is displayed below. Because each campaign screen is created with the Screen Designer application, the Agent Screen will not look exactly like the one given below.

Figure 270: Agent Interface




The TSRs will log into the screen that is created using Screen Designer. They will view and enter information using the Display Area of the screen, and read their script from the Script Area. The Call Operations Toolbar will be enabled when the assigned TSRs log into the Agent Screen.

9.2.1. Campaign Information Text boxes in Campaign Information display your ID and name as well as that of the campaign from which you are logged in. In addition, they display the station number through which you are logged in.

9.2.2. Status Boxes Status Boxes display the status of the Agent Station in text and color.

Figure 271: Status Boxes

This is a timer for status. It is restarted every time the status changes.

This is an alert box and displays if any callbacks are due.

This displays the call status e.g. inbound, outbound, manual, call back or hold.

This displays the agent status with respect to the call.

9.2.3. Agent Operations Toolbar The Agent Operations Toolbar provides the agent with access to multiple features:

Figure 272: Agent Operations Toolbar

About Provides version information.

Scheduler Facilitates appointments and work schedule

Voice Mail It is usually assigned to all agents for managing their voice mail messages.

Change It is used to access the login screen in order to change campaigns or




Campaign or Agent

agents.

Select Enable Preview Dialing to make it functional. For details, see Section 4.2.2.10 Setting Up Preview Dialing

Agent Statistics Displays graphical representation of an agent’s call statistics for the current day based on Sales, Callbacks and term codes. It also provides the agent the flexibility to choose different graph types.

Reload Accesses the table where screen design information is stored and refreshes every screen element. This feature allows agents to apply changes made to their screen while dialing, without logging out of the agent screen. Reload should only be used between calls; when the screen is reloaded, data entered regarding a currently connected call will be lost.

Inbound Call Seeker

Usually when an agent receives an inbound call, no data is retrieved for that call. The agent should enter the caller’s telephone number and then click Inbound call seeker to locate data in the campaign Results table that matches the telephone number.

Resync Occasionally an agent station will become out of sync with the dialer when this occurs, click resync. Note that any data entered regarding a currently connected call will be lost.

Agent Calls in Queue

These are calls that are being forwarded to the logged in agent.

Group Calls in Queue

These are calls that are being forwarded to a group of agents logged in for one campaign.




Important: Break Reason Code screen appears only if Break Reason Codes are defined and enabled for the campaign. For information on defining Break Reason Codes, see Section 4.2.20. Break Reason Codes. For information on assigning Break Reason Codes to a campaign, see Section 5.3.6. Assigning Break Reason Codes.

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Page Navigation

This allows an agent to navigate through pages assigned to a campaign.

Phone Number dialed

It displays the phone number dialed by the agent for outbound calls like manual calls or callbacks.

Agent-dialer connectivity indicator

This indicates the audio connectivity status between the agent screen and the dialer.

Green box indicates that audio connectivity with dialer exists.

Red box signifies that t audio connectivity with dialer is lost.

9.2.4. Call Operations Toolbar The Call Operations Toolbar divides the screen in half, horizontally. Here the TSR can go on break, place a manual call, begin a call back, transfer or conference a call, record the call, hang up the call, place the caller on hold, send the call, and choose termination codes. These buttons can be disabled using the Station Properties available in Dialer Control Center. In addition, recording can be implemented automatically using the Setup Properties available in Screen Designer.

9.2.4.1 Going on Break

Click Break and select a break reason from Break Reason Code screen. The status would change from “Ready Waiting” to “On Break.”

Figure 273: Select Break Reason Code

When an agent is on break, no calls will be sent to that agent station. In order to place manual or callback calls or to log out, the agent must be on break. If an agent clicks Break while he or she is connected to a call, the Break button will become enabled, but the agent will not go on break until he or she has terminated the current call.




Figure 274: Break Status

9.2.4.2 Making a Manual Call

Manual call allows agents to make outbound calls to any number entered. 1. Click Break. 2. Click Manual Call. 3. Enter the telephone number or PBX extension to be dialed.

Figure 275: Manual Call Screen

4. Uncheck Use default country code and Use default campaign options in order to select the required country code and campaign.

5. Click Dial. 6. When the manual call connects, the agent’s status changes to “Manual Talking.” If the

manual call does not connect, the number may exist in the Do Not Call list, or manual call restrictions may be in place.

Figure 276: Manual Call - Requesting




Important: Agents may not place manual calls if manual call restrictions are imposed. For more information, see Section 5.8.2.1 Restricting Manual Calls.

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Figure 277: Manual Call – Talking

9.2.4.3 Scheduling a Callback Call

Only an agent who originally scheduled a callback can place that call. When an agent logs into an agent station, the Agent Screen makes a list of callback calls that were scheduled by the agent. When a callback call is due, an indicator will appear at the top of the status bar with the text “Call Back Due.” Callbacks can be made before or after the scheduled callback time.

Figure 278: Callback Status

To schedule a callback call, To schedule a callback call, the call must be terminated with a callback-type termination code. Generally, this is the termination code “CB,” although custom callback codes can be created. When Send is clicked, the Managed Redial screen will appear. Select a date and time for the callback, then click OK.

Figure 279: Managed Redial

Place a callback call, Click Call Back to view a list of scheduled callbacks. Double-click a number to dial it or select a number first and then click Dial to dial it.




Figure 280: Callback Schedule

Deleting a scheduled callback call Click Call Back to view the list of scheduled callbacks. To delete a callback, the telephone number must be assigned a different termination code. Click the telephone number and then use the Callback to Remove list box on the right side of the screen to select a new termination code. Click Remove Callback.

Reassigning callback calls It is possible to assign all callback calls scheduled by one agent to another agent using Management. Consult Table Management, in the Management section of this document.

Modifying a Callback Select a call to be modified. When a call is selected, its telephone number will be displayed in a text field shown at the top right corner of the screen. Select the new date, time and term code for the call and click Update Callback.

9.2.4.4 Transferring/Conferencing a Call

Calls connected to an agent can be transferred to Another Station, to an ACD Group, to a PBX Extension or to an outside Number. Transfer/Conference settings must be defined in the Dialer Control Center. Transfer/Conference numbers can be defined in Screen Designer.

To make a transfer or conference call 1. Click Trans/Conf, the screen below will appear.

Figure 281: Transfer Options

2. Select Another Station, the screen below will appear.




Figure 282: Transfer Station

3. For Station or ACD Group transfers, a list of available stations or ACD groups will appear. Double-click the station or ACD group to select.

Figure 283: ACD Transfer

4. There are two types of a call transfer: a. Supervised: In case of supervised transfer, the agent contacts the third party first

and then transfers the call for verification. b. Unsupervised: In case of unsupervised transfer, the agent directly transfers the call

to the third party for verification. 5. For calls to be transferred to a PBX Extension, the agent may enter a telephone number, or

select the number from an optional list created in Screen Designer.

Figure 284: PBX Transfer

Uncheck Use default country code to enable the list box at the top of the screen and then select the country code as required.




Figure 285: Country Code

6. For calls to be conference to an outside line, the agent may enter a telephone number, or

select the number from an optional list created in Screen Designer.

Figure 286: External Conference

7. For conference calls, the original call will be placed on hold. When the dialer connects to

the conference number, the agent will be prompted, “Do you confirm the conference?” If Yes is selected, all three parties will be connected, and the Trans/Conf button caption will change to End Conf. If No is selected, the conference call will be disconnected, and the agent can continue the original call.

8. To end a conference call, click End Conf on the agent screen. If the agent selects Cancel Conference, the number in conference will be disconnected, and the agent can continue the original call. If Exit Conference is selected, the agent will be disconnected from the conference call, and the other two parties will remain connected. In this case, the conference call will remain connected until the time specified in the Dialer Control Center.

9.2.4.5 Recording a Call

Click Record to begin generating a VOX recording of the current call. To stop recording, click Record again, or send the call. Recording can be automated using Setup Properties in Screen Designer.




Figure 287: Cal Recording

VOX recordings are normally stored in S:\StrataDial\Vox directory. Unless otherwise specified in Screen Designer, the files are named using the naming convention TELEPHONE_CAMPAIGNID_CALLID_UNIQUEID.VOX. If unique ID is not used, this number will not appear in the VOX file name. An example of a VOX file name is 7135551212_ABC_CAJ1O5F4_.VOX.

9.2.4.6 Hanging up a Call

By clicking Hang Up, the agent is able to disconnect the call without terminating it. This allows agents to fill in additional information on their screens without keeping calls connected. When the agent has completed filling in additional information, he or she can click Send to terminate the call.

Figure 288: Hanging-up a Call

9.2.4.7 Holding a Call Clicking Hold will place the current call on hold, so that the agent and the caller will not be able to hear each other until Hold is clicked again.

Figure 289: Holding a Call




9.2.4.8 Selecting Termination Code and Ending a Call

To send a call, the agent must use the list box as highlighted in the next figure to select a termination code based on the outcome of the call. Termination codes for each campaign screen are defined using Screen Designer. A call cannot be terminated without the selection of a termination code.

Clicking Send clears the data from the agent’s screen, writes new data to the campaign Results table and the Call Trak table, and makes the agent available to take another call.

Figure 290: Termination Code Selection

9.2.5. Receiving an Outbound Call When an outbound call is transferred to a station, the station status changes to “Outbound Talking.” A beep may sound in the agent headset, depending on settings defined in the Campaign Profile table (within Management). At the same time, information appears in the data fields on the agent screen. At this time, the agent should begin interacting with the client. During the call, the agent may read from, enter, or modify data displayed on the screen.

If the agent needs to retain the data on the screen after the call is completed, the agent should click Hang Up. The call will be disconnected, but the information will remain on the screen.

To complete a call, the agent must select a termination code using the combo box on the right side of the Call operation toolbar and click Send. The call will be disconnected (if it was not already disconnected using Hang Up), and the data on the agent screen will be cleared.

9.2.6. Receiving an Inbound Call When an inbound call is transferred to a station, the station status changes to “Inbound Talking.” A beep may sound in the agent headset, depending on settings defined in the Campaign Profile table (within Management). At this time, the agent should begin interacting with the client.




If ANI digits are used, information about the call may appear in the data fields on the agent screen. If ANI digits are not used, or if no information appears, the agent should enter the caller’s telephone number in the telephone field on the screen and then click Inbound Call Seeker from the toolbar in the upper right corner of the agent screen. During the call, the agent may read from, enter, or modify data displayed on the screen.

If the agent needs to retain the data on the screen after the call is completed, the agent should click Hang Up. The call will be disconnected, but the information will remain on the screen.

To complete a call, the agent must select a termination code using the combo box on the right side of the Call operation toolbar and click Send. The call will be disconnected (if it was not already disconnected using Hang Up), and the data on the agent screen will be cleared.

9.2.7. Using the Script Depending on the screen design, the agent screen may contain an HTML script in the bottom portion of the screen. Use this area of the screen like a conventional web browser. Use the scroll bar to move up and down in the script. If any links are available in the screen, click these to move between pages of the script. Navigation buttons for the script are visible depending on the campaign screen design.




10. STRATA DATABASE MANAGER Database Manager is designed to manage and maintain StrataDial database. It allows the users to control the organization, storage and retrieval of data.

10.1. Starting Database Manager To access Strata Database Manager, open the VC2 Launcher and log in. Click Strata Database Manager icon.

Figure 291: Database Management

10.2. Understanding the Interface There are four tabs available: System, Tables, Maintenance and Versions.

System Displays processing information

Tables Displays database tables

Maintenance Provides different options of database maintenance

Version Displays version number and description of all the applications of StrataDial.

The status bar at the bottom of the screen contains the following information:




Ready Display Indicates whether Database Manager is able to access all required tables or not.

Computer Name Displays the name of the computer on which the application is running.

User ID It is the ID of the user who is running the application.

Current Date Displays current system date

Current Time Displays current system time

10.3. Fixing the Database System allows the user to review and modify the required tables from the database. For updating the selected tables, click Start.

Figure 292: Database Fixes

System will now begin fixing and updating the tables selected by the user as shown in the figure.




Figure 293: Database Management System

Once the system check is done, a dialog box will appear displaying the message “System check done.” as shown below. A log file is created with the name “StrataDBM Log ComputerID - yyyymmdd – LogID” on the location S:\Stratadial\Apps\yyyymmdd where ‘yyyymmdd' is the format of the date when log file was created.

Figure 294: Database Check




10.4. Selecting Tables This section displays the list of all the tables, which are present in the database. User can select the tables that need to be reviewed during system check.

Figure 295: Database Management Tables

As in the figure shown above, all the tables of StrataDial are selected. System will now check all the tables. In case selective tables need to be reviewed, select required tables only instead of all tables. In that scenario, only the selected tables will be checked, thus saving processing time.

10.5. Database Manager Database Manager is designed to delete older records. It can be configured to clean large databases regularly in order to maximize the efficiency of StrataDial system.




Figure 296: Database Maintenance

10.5.1. Deleting Old Records System can be maintained by deleting old unnecessary data. Maintenance allows the following to be removed from the system when Strata Database Manager is run:

Delete logs Deletes log files older than the selected number of days.

Delete lists Deletes all processed call lists older than the selected number of days.

Delete stats Deletes all statistics recorded older than the selected number of days. This eliminates those stats from statistical analysis.

Delete CALLTRAK Records

Deletes records older than the selected number of days from the CallTrak table.

Delete CALLHISTOGRAM Records

Deletes records from Call Histogram table that are older than the selected number of days.

10.5.2. Temporarily Removing Database Constraints 1. Remove all existing keys, constraints, and indexes from selected tables: When selected,

removes all keys, constrains and indexes from the database temporarily when system check is started.

2. Remove Nulls from tables: When selected, removes nulls from tables.




10.5.3. Specifying Log File Path StrataDBM log location: The default location for saving the log file is S:\Stratadial\Apps\StrataDBM Log ComputerID - yyymmdd - .LOG. Where ‘yyymmdd’ is the format of the date when log file is created. Log files can also be saved on some user specified location. In that case, select the required drive and location from Drive as shown in the figure given below.

Figure 297: Log File Path

10.6. Viewing Application Versions This screen allows users to view the version and description of all the applications present in StrataDial. This is useful when bugs are reported to Stratasoft Customer Support.




Figure 298: Version Information

10.6.1. Selecting Operation Toolbar Buttons The operation toolbar contains the following buttons:

Print Prints version information

Email Sends version information to Stratasoft through email

Exit Quits Database Manager application

About Displays version information, copyright notice and link to Release Notes




Figure 299: Email




11. STRATA CHECK StrataCheck displays important version information of all StrataDial components.

Figure 300: Strata Check Interface

Found It checks that whether the component exists or not

Version Displays version information of existing components

Required Displays required version

Pass If the version of the component is latest than the version which is required, it will set the status to Yes otherwise it will set No.

File Name Displays the names of executable files

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Glossary

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Agent Screen Primarily refers to the Agent Screen software used by TSRs to place or receives calls from the Dialer. Data is displayed on a TSR’s screen, and at the same time, the Client’s voice is connected to the TSR’s headset. The TSR can verify existing data, add new data, and end the call with a descriptive Termination Code. Agent screen may also refer to a screen layout generated in Screen Designer that the agent can access using the Agent Screen software.

Agent Station A computer where a Telemarketing Sales Representative will receive telephone calls and enter, modify, or verify data using the Agent Screen software and a telephone headset.

ANI Automatic Number Identification

ASCII Acronym for American Standard Code for Information Interchange. Files with the extension TXT are sometimes referred to as ASCII files.

Bit An abbreviation for “binary digit.” It is the smallest unit of information that a computer can hold. The value of a bit (1 or 0) represents a simple two way choice such as yes or no, on or off, positive or negative, and something and nothing.

Boot To start or to power on your computer.

Byte A unit of information consisting of a fixed number of bits. On many systems, one byte consists of a series of eight bits, and a byte can represent any value between 0 and 255 inclusive. The bit sequence represents an instruction, letter, number, punctuation mark, or other character. See also: kilobyte, megabyte.

Callback Call One of the four call types. A callback is usually initiated by the TSR, not the Dialer. The TSR must have scheduled the callback by terminating a previous call of any type with a callback termination code. A TSR’s ability to place a callback call is dependent on his or her Station permissions, as defined in the Dialer Control Center. The Dialer can initiate callback calls using the Redial Management feature.

Callback Termination Code

One of the three termination code types. When a TSR terminates a call with a callback type termination code, the TSR will be prompted to schedule a callback time for that call. The TSR will receive a notification on their screen at the scheduled time. If Redial Management is activated, the callback call will be dialed automatically, and the TSR will not be notified.

Call List A list of records (phone numbers, names, etc.) that the Dialer can use to make calls. In the StrataDial System, Call Lists are stored with the file extension DAT (an abbreviation of “data”). Call Lists can be static or dynamic.




Call Types A telephone call handled by the Dialer can be one of four types of calls: an outbound, inbound, callback, or a manual call. Each of these terms is explained separately in the Glossary.

Campaign A collection of data and dialing parameters intended to achieve a unique result. Each campaign is associated with only one results database, where the data is stored, and with only one campaign profile, where the dialing parameters are stored.

Campaign ID A unique, three-character identifier for each campaign. When a new campaign is created, the campaign ID becomes the directory name for that campaign.

Campaign Profile Location of the dialing parameters or settings for each campaign. Information the Dialer uses such as which call list to use, pacing, drop ratio, and messages are stored here. The campaign profile can be accessed through Table Management in StrataDial Management.

Channel A telephone line used by the Dialer

Character A symbol that has a widely understood meaning, such as letters, numbers, and punctuation. Most of the keys on a computer keyboard represent characters.

Comma Delimited

See CSV

Controller The program that manages dialing and allows the user to monitor the dialer’s progress.

CSV File extension that is an acronym for Comma Separated Values. Within this file format, fields are indicated by comma separation. These files can be opened with Microsoft Excel and Notepad.

Data Facts, figures, values, and other materials that are used or operated on by a program. The smallest unit of data that a computer can understand is a bit.

Database A collection of information that is organized so that it can be readily manipulated and sorted by a computer user.

Database Management System

A software system for organizing, storing, retrieving, analyzing, and modifying information in a database.

Database Field Any data item contained in a database record. One or more fields make up a database record, and one or more records make up a database file.

Data Type One of the six different types of data in the List Management program including character, numeric, float, logical, date, and memo.




Delimited See delimiter or CSV.

Delimiter A character that marks the beginning or end of a sequence of characters and is not considered part of the sequence itself. For example, commas separate fields in comma delimited files; the commas are not a part of the data being stored.

Dialer The computer system supplied as part of the StrataDial System that does the actual dialing for the TSRs, and runs the StrataDial Dialing Engine.

Dialing Parameters

Settings used by the Controller to regulate dialing.

Directory A list of the contents of a directory, subdirectory, or a disk. A file contains a list of all the names and locations of other files stored on a disk. These other files may themselves be directories (called subdirectories).

Disk Space The amount of space available on a disk for storing or processing a document or an application.

DNC Do Not Call.

DNIS Dialed Number Identification System

Drop Refers to a call that was connected to a live voice, and then disconnected because no TSR was available to take the call.

Drop Ratio The ratio of number of calls dropped to the total number of connects. A drop ratio of 25% means that 25 calls were dropped out of every 100 connected calls.

Drop Ratio Goal This is a user-defined number representing the percentage of calls that are acceptable to drop. The Dialer will adjust its pacing based on this number.

DynaCall StrataDial software used to design dynamic call lists by creating and saving unique criteria for multiple campaigns and dialing periods.

Executable Sometimes referred to as software, an application, or a program. These terms can be used to refer to a set of instructions the computer will use to achieve a desired result. Applications are usually located on a computer’s hard drive or a disk. Examples of applications include word processors, text editors, and the StrataDial Dialer Control Center.

File Server A combination of controller software and a mass storage device that allows computer users to share common files and applications through a network.




File Structure The arrangement of fields in a database file.

Flash Hook Flash hook is a momentary drop in line voltage on analog telephone lines to indicate that the user would like dial tone on a second line, usually to transfer a number or make a simultaneous call while the original caller is on hold. Usually provided by PSTN as ‘Call Waiting’ service.

FTC Federal Trade Commission

Greeting Message

User defined message that plays to a caller before the caller is passed to a TSR. It is defined in Campaign Profile.

Header If the first record in a text file or database contains the names of the fields, rather than data, it is called a “header” or “header row.” For example, a lead file might contain a header record that reads: phone, first, last, address. The second record would contain data: 7137952650, Strata, Soft, Houston.

HTML Acronym for Hypertext Markup Language. This is the format used for scripts in the Screen Designer. HTML documents are viewable in web browsers, and can have a file extension of HTM or HTML.

Import Profile Data used to tell the StrataDial System what new data means. For example, when importing data with a field called “phone,” the user must tell the StrataDial that “phone” is the same as “tel.”

Inbound Call One of the four call types. An inbound call occurs when a telephone call from outside the call center is routed into the Dialer. A TSR’s ability to receive inbound calls is dependent on his or her Station permissions and inclusion in the appropriate ACD group, as defined in the Dialer Control Center.

Index A file containing information that identifies the ordering of a database file, based on key fields. Indexes can increase the speed with which data can be retrieved from a database file. Databases can be created with or without indexes. Indexes can be added to existing databases.

KTS Key Telephone System

Launcher The gateway to StrataDial.VC2 software. This application allows agents, supervisors, and administrators to access StrataDial applications based on passwords designated in the Management application.

Lead Sheet A short report that provides basic information about a call that has just been completed. These reports can be created in Fox Pro, and then assigned to a campaign using Screen Designer.

Logical Data Information that can only have one of two values, such as “Yes/No,” or “True/False.” For example, using a checkbox in Screen Designer will create a logical field in the results database.




Looping Hold Message

Vox message designated to play while a caller is on hold. Because hold time is indefinite, the looping hold message repeats, or loops, until the caller is taken off hold.

Manual Call One of the four call types. Manual calls are always initiated by the TSR, not by the Dialer. A TSR’s ability to place a manual call is dependent on his or her Station permissions, as defined in the Dialer Control Center.

Memo Field An unlimited length character field, which includes any letters, number, and punctuation, symbols from the keyboard plus any of the graphic (box drawing), foreign alphabet and special symbol characters.

Minimum Pitch Time

This is the amount of time in seconds that an agent must be talking before that call is viewed as a “Pitch” by the system. This number is based on your individualized campaign requirements, and is not required.

Network A collection of interconnected, individually controlled computers, together with the hardware and software used to connect them. A network allows users to share data and peripheral devices (such as printers and storage media).

Numeric Field A field for numbers used in calculations such as quantities, prices, and credit limits. It can include numbers, a decimal point, and leading plus or minus sign.

Operator Intercept

A termination code that describes the outcome of a call in which sit tones were detected. For example, if when number is dialed that has been changed or disconnected, three tones will play followed by an automated message that might state, “The number you are trying to reach is no longer in service.”

Outbound Call One of the four call types. An outbound call is a call initiated by the Dialer, based on an existing static or dynamic call list.

Override To modify or cancel an instruction by issuing another one

Pacing The number of channels dialing for each available TSR. For example, if the current pacing is set at 2, then the Dialer will dial on two channels for every available TSR.

Pacing, Initial The number of channels dialing per available TSR when dialing begins, before the Drop Ratio is assessed

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List of Figures Figure 1: System Overview ............................................................................................................. 3 Figure 2: StrataDial Launcher.......................................................................................................... 1 Figure 3: StrataDial Login................................................................................................................ 1 Figure 4: StrataDial – Logged in...................................................................................................... 2 Figure 5: Authorization .................................................................................................................... 4 Figure 6: StrataDial Container Screen ............................................................................................ 5 Figure 7: StrataDial Controller Screen ............................................................................................ 6 Figure 8: Management Toolbar ..................................................................................................... 10 Figure 9: Import - Step 1................................................................................................................ 11 Figure 10: Selecting Campaign and ODBC................................................................................... 12 Figure 11: Select Data Source ...................................................................................................... 12 Figure 12: Select Database ........................................................................................................... 13 Figure 13: Select ODBC Table ...................................................................................................... 13 Figure 14: Import - Step 1a............................................................................................................ 14 Figure 15: Selecting Template....................................................................................................... 14 Figure 16: Import - Step 1b............................................................................................................ 15 Figure 17: Selecting Old Template ................................................................................................ 15 Figure 18: Delimited Text Conversion ........................................................................................... 16 Figure 19: Defining Imported Fields .............................................................................................. 16 Figure 20: Selecting Comma Separated Text Conversion............................................................ 17 Figure 21: Creating New Profile .................................................................................................... 18 Figure 22: Import Error Message................................................................................................... 18 Figure 23: Field Definition.............................................................................................................. 19 Figure 24: Naming Call List ........................................................................................................... 20 Figure 25: Selecting Initial Termination Code ............................................................................... 21 Figure 26: Filtering Records .......................................................................................................... 21 Figure 27: Order by Record........................................................................................................... 22 Figure 28: Order by Warning Message ......................................................................................... 23 Figure 29: Group by Records ........................................................................................................ 23 Figure 30: Limit Records ............................................................................................................... 24 Figure 31: Number of Records to Import ....................................................................................... 24 Figure 32: Preview Records Screen.............................................................................................. 25 Figure 33: View Summary Screen................................................................................................. 26 Figure 34: Print Preview ................................................................................................................ 27 Figure 35: Import DNC .................................................................................................................. 28 Figure 36: Select Telephone Field................................................................................................. 28 Figure 37: Selecting Initial Termination Code ............................................................................... 29 Figure 38: Selecting Campaign and Source File........................................................................... 30 Figure 39: Table Management ...................................................................................................... 31 Figure 40: Toolbar Icons................................................................................................................ 31 Figure 41: Toolbar Buttons ............................................................................................................ 31 Figure 42: Exchange Table ........................................................................................................... 32 Figure 43: Campaign Profile.......................................................................................................... 33 Figure 44: Copying a Campaign.................................................................................................... 33 Figure 45: Confirmation Message ................................................................................................. 34 Figure 46: Term Code List ............................................................................................................. 34 Figure 47: Verification ACD ........................................................................................................... 35 Figure 48: Dial Settings ................................................................................................................. 36 Figure 49: Connection Settings ..................................................................................................... 39 Figure 50: Message Tab................................................................................................................ 40 Figure 51: Beeps Tab .................................................................................................................... 41 Figure 52: Preview Dialing Screen ................................................................................................ 42 Figure 53: Caller ID ....................................................................................................................... 43




Figure 54: IVR Tab ........................................................................................................................ 44 Figure 55: Creating Alternate Number Fields................................................................................ 45 Figure 56: Alternate Number - Field Paring................................................................................... 45 Figure 57: Field Selection.............................................................................................................. 46 Figure 58: Dynamic Messaging ..................................................................................................... 47 Figure 59: ACD Group................................................................................................................... 49 Figure 60: Auto Attendant.............................................................................................................. 51 Figure 61: Agent List ..................................................................................................................... 52 Figure 62: OverFlow/Call Setup .................................................................................................... 54 Figure 63: Transfer Setup.............................................................................................................. 55 Figure 64: Night Mode ................................................................................................................... 56 Figure 65: Create/Edit DNIS.......................................................................................................... 58 Figure 66: Add DNIS ..................................................................................................................... 58 Figure 67: Create New DNIS......................................................................................................... 59 Figure 68: DNIS Setup .................................................................................................................. 59 Figure 69: Agent Screen................................................................................................................ 60 Figure 70: Agent Campaigns......................................................................................................... 61 Figure 71: Find Agent ID ............................................................................................................... 62 Figure 72: Silent Observe.............................................................................................................. 63 Figure 73: Adding User.................................................................................................................. 63 Figure 74: Auto Attendant.............................................................................................................. 64 Figure 75: Remote Service Menu.................................................................................................. 64 Figure 76: Export - Step 1 ............................................................................................................. 65 Figure 77: Adding Calculated Fields.............................................................................................. 66 Figure 78: Additional Fields ........................................................................................................... 67 Figure 79: Export - Step 4 ............................................................................................................. 68 Figure 80: List for IN Operator....................................................................................................... 68 Figure 81: Preview Screen ............................................................................................................ 69 Figure 82: Campaign Results ........................................................................................................ 70 Figure 83: Edit Results .................................................................................................................. 73 Figure 84: Filter Record................................................................................................................. 73 Figure 85: Advanced Filter ............................................................................................................ 74 Figure 86: Remove Duplicate Records ......................................................................................... 75 Figure 87: CallBack Resetter......................................................................................................... 75 Figure 88: Re-assign Message...................................................................................................... 75 Figure 89: Call Trak Archive .......................................................................................................... 76 Figure 90: Purge Results............................................................................................................... 77 Figure 91: Purge Results by Custom Query.................................................................................. 78 Figure 92: Preview Purge .............................................................................................................. 79 Figure 93: Update Result............................................................................................................... 79 Figure 94: Term Code ................................................................................................................... 80 Figure 95: Find Term Code ........................................................................................................... 80 Figure 96: Exchange Table Screen............................................................................................... 81 Figure 97: Find a Record............................................................................................................... 83 Figure 98: Time Zone .................................................................................................................... 84 Figure 99: Find Time Zone ............................................................................................................ 85 Figure 100: Country Code ............................................................................................................. 85 Figure 101: Find a Country............................................................................................................ 86 Figure 102: Color Scheme for Calls .............................................................................................. 86 Figure 103: Translation.................................................................................................................. 88 Figure 104: Script Editor ................................................................................................................ 89 Figure 105: Script Voice Mail Capture........................................................................................... 91 Figure 106: Greeting Message with Transfer ................................................................................ 92 Figure 107: Call Transfer............................................................................................................... 93 Figure 108: Say String................................................................................................................... 94 Figure 109: Save Term Code ........................................................................................................ 94




Figure 110: Transfer Call ............................................................................................................... 94 Figure 111: Start Record ............................................................................................................... 95 Figure 112: Go to Line................................................................................................................... 95 Figure 113: Get Data ..................................................................................................................... 96 Figure 114: Say Data..................................................................................................................... 96 Figure 115: Query Data ................................................................................................................. 97 Figure 116: ODBC Setup............................................................................................................... 97 Figure 117: IF – Else ..................................................................................................................... 98 Figure 118: Patch .......................................................................................................................... 99 Figure 119: Recording Manager.................................................................................................. 100 Figure 120: Break Reason Codes ............................................................................................... 100 Figure 121: Creating Break Reason Codes ................................................................................ 101 Figure 122: DNC Table................................................................................................................ 102 Figure 123: Bulk Call Restriction ................................................................................................. 103 Figure 124: Bulk Call Restriction Status ...................................................................................... 104 Figure 125: Telephone Number History ...................................................................................... 105 Figure 126: Request Telephone Number .................................................................................... 105 Figure 127: Records Detail .......................................................................................................... 106 Figure 128: List Maintenance ...................................................................................................... 106 Figure 129: DNC Optimization..................................................................................................... 107 Figure 130: New Call List ............................................................................................................ 108 Figure 131: Filtering Records (valid and invalid criteria) ............................................................. 109 Figure 132: Order New Call List .................................................................................................. 111 Figure 133: Order by Warning Message ..................................................................................... 111 Figure 134: Creating New Call List.............................................................................................. 112 Figure 135: Limit Records ........................................................................................................... 112 Figure 136: Choose Number of Record ...................................................................................... 113 Figure 137: Preview..................................................................................................................... 113 Figure 138: Sequential Call List................................................................................................... 114 Figure 139: Save List................................................................................................................... 115 Figure 140: Build Complete ......................................................................................................... 115 Figure 141: Excluding Duplicates ................................................................................................ 117 Figure 142: Merge Call List ......................................................................................................... 118 Figure 143: Divide Call List.......................................................................................................... 120 Figure 144: Edit/Rebuild Screen.................................................................................................. 121 Figure 145: Analyze..................................................................................................................... 124 Figure 146: List Analysis ............................................................................................................. 124 Figure 147: Optimizing Call List................................................................................................... 126 Figure 148: Reports ..................................................................................................................... 126 Figure 149: Preview Toolbar ....................................................................................................... 127 Figure 150: Report Criteria .......................................................................................................... 129 Figure 151: Productivity Report ................................................................................................... 133 Figure 152: Sales Productivity Report ......................................................................................... 134 Figure 153: User Defined Productivity Report............................................................................. 136 Figure 154: Call List Term Code Report...................................................................................... 138 Figure 155: Campaign Term Code Report .................................................................................. 139 Figure 156: Results Term Code .................................................................................................. 140 Figure 157: Total Time Report..................................................................................................... 141 Figure 158: Productivity Custom Report ..................................................................................... 142 Figure 159: Break Reason Report............................................................................................... 143 Figure 160: Term Code Drop Ratio ............................................................................................. 144 Figure 161: Lead Penetration ...................................................................................................... 145 Figure 162: Campaign Lead Penetration .................................................................................... 146 Figure 163: Vox Recording.......................................................................................................... 147 Figure 164: Report Count ............................................................................................................ 149 Figure 165: ACD Activity ............................................................................................................. 150




Figure 166: Table Listing ............................................................................................................. 152 Figure 167: FTC Call Analysis..................................................................................................... 154 Figure 168: Custom Term Code .................................................................................................. 156 Figure 169: List of Screens.......................................................................................................... 158 Figure 170: Screen Designer....................................................................................................... 159 Figure 171: Screen Resolution .................................................................................................... 160 Figure 172: Field Selection.......................................................................................................... 160 Figure 173: Termination Codes ................................................................................................... 162 Figure 174: Enable Break Reason Codes................................................................................... 163 Figure 175: Include Break Reason Codes .................................................................................. 164 Figure 176: Exclude Break Reason Codes ................................................................................. 164 Figure 177: Create Break Reason Codes ................................................................................... 165 Figure 178: Script Definition ........................................................................................................ 165 Figure 179: Base and Apply ........................................................................................................ 166 Figure 180: Save Screen............................................................................................................. 167 Figure 181: Toolbars ................................................................................................................... 167 Figure 182: Screen Designer Toolbars ....................................................................................... 167 Figure 183: Existing Screens....................................................................................................... 168 Figure 184: Confirmation ............................................................................................................. 168 Figure 185: Message................................................................................................................... 169 Figure 186: Warning .................................................................................................................... 169 Figure 187: Base and Apply ........................................................................................................ 170 Figure 188: Script Definition ........................................................................................................ 171 Figure 189: External Table .......................................................................................................... 172 Figure 190: Termination Code Selection..................................................................................... 172 Figure 191: Short Keys for Termination Codes ........................................................................... 174 Figure 192: Button Properties...................................................................................................... 179 Figure 193: IC Verify Layout........................................................................................................ 181 Figure 194: IC Verify Properties .................................................................................................. 182 Figure 195: Credit Card Validator Layout .................................................................................... 183 Figure 196: Credit Card Validator Properties .............................................................................. 183 Figure 197: Credit Card Validator Example................................................................................. 184 Figure 198: Email Sender Add On............................................................................................... 184 Figure 199: Email Sender Properties .......................................................................................... 184 Figure 200: Record Lookup Add on Layout................................................................................. 185 Figure 201: Record Lookup Properties ....................................................................................... 185 Figure 202: Alternate Tel Changer Layout .................................................................................. 186 Figure 203: Alternate Tel Changer Properties............................................................................. 186 Figure 204: PC Charge Properties .............................................................................................. 187 Figure 205: Field Definition.......................................................................................................... 188 Figure 206: Formula Builder ........................................................................................................ 189 Figure 207: Invalid Formula Expression Warning ....................................................................... 189 Figure 208: Incorrect Field Name Error....................................................................................... 190 Figure 209: Control Properties .................................................................................................... 190 Figure 210: Field Validation......................................................................................................... 191 Figure 211: Validation.................................................................................................................. 191 Figure 212: Field Trigger ............................................................................................................. 192 Figure 213: Trigger for URL......................................................................................................... 192 Figure 214: Trigger for Page Number ......................................................................................... 192 Figure 215: Trigger for Variable................................................................................................... 193 Figure 216: Trigger for Control .................................................................................................... 193 Figure 217: Required Fields ........................................................................................................ 194 Figure 218: Auto Number Fields.................................................................................................. 194 Figure 219: Format Field ............................................................................................................. 195 Figure 220: Use tab to Release Fields ........................................................................................ 196 Figure 221: External Table .......................................................................................................... 196




Figure 222: Add Table ................................................................................................................. 197 Figure 223: Linking External Table.............................................................................................. 197 Figure 224: External Table .......................................................................................................... 198 Figure 225: External Table for ODBC.......................................................................................... 199 Figure 226: Add Table ................................................................................................................. 199 Figure 227: ODBC Source........................................................................................................... 200 Figure 228: Table Relation .......................................................................................................... 201 Figure 229: Links ......................................................................................................................... 202 Figure 230: External Tables Screen for Editing........................................................................... 202 Figure 231: Edit External Table ................................................................................................... 203 Figure 232: Display Fields ........................................................................................................... 203 Figure 233: Field Definition.......................................................................................................... 204 Figure 234: After Call Task.......................................................................................................... 205 Figure 235: After Call Task.......................................................................................................... 206 Figure 236: Start Program Task .................................................................................................. 207 Figure 237: Call Restrictions ....................................................................................................... 208 Figure 238: CallBack Restrictions ............................................................................................... 210 Figure 239: ACD Group Transfer ................................................................................................ 211 Figure 240: Callback Field Selector............................................................................................. 212 Figure 241: Miscellaneous........................................................................................................... 213 Figure 242: Call Voice Recording Settings.................................................................................. 215 Figure 243: Configure Screen Resolution ................................................................................... 216 Figure 244: User Variable............................................................................................................ 217 Figure 245: Dialing Rules ............................................................................................................ 218 Figure 246: RTS Toolbar ............................................................................................................. 220 Figure 247: Campaign Statistics.................................................................................................. 221 Figure 248: RTS Criteria.............................................................................................................. 222 Figure 249: Agent Statistics......................................................................................................... 223 Figure 250: Agent Statistics......................................................................................................... 224 Figure 251: Graphical Analysis.................................................................................................... 225 Figure 252: Graphical Analysis.................................................................................................... 226 Figure 253: Agent Column Settings............................................................................................. 227 Figure 254: Data Spy Login Screen ............................................................................................ 228 Figure 255: Data Spy Interface.................................................................................................... 228 Figure 256: DataSpy Toolbar ...................................................................................................... 229 Figure 257: Stratasoft Voice Media Player.................................................................................. 232 Figure 258: Dialer Control Center Toolbar .................................................................................. 233 Figure 259: Channel Status......................................................................................................... 235 Figure 260: Channel Properties................................................................................................... 236 Figure 261: Agent Status............................................................................................................. 238 Figure 262: Station Properties..................................................................................................... 239 Figure 263: Changing Agent Campaign ...................................................................................... 240 Figure 264: Send Instant Message to Agents ............................................................................. 240 Figure 265: Company Information ............................................................................................... 243 Figure 266: Locale Settings......................................................................................................... 243 Figure 267: Transfer Settings ...................................................................................................... 244 Figure 268: Call List Position....................................................................................................... 245 Figure 269: Agent Login Screen.................................................................................................. 246 Figure 270: Agent Interface ......................................................................................................... 246 Figure 271: Status Boxes ............................................................................................................ 247 Figure 272: Agent Operations Toolbar ........................................................................................ 247 Figure 273: Select Break Reason Code...................................................................................... 249 Figure 274: Break Status............................................................................................................. 250 Figure 275: Manual Call Screen .................................................................................................. 250 Figure 276: Manual Call - Requesting ......................................................................................... 250 Figure 277: Manual Call – Talking............................................................................................... 251




Figure 278: Callback Status ........................................................................................................ 251 Figure 279: Managed Redial ....................................................................................................... 251 Figure 280: Callback Schedule.................................................................................................... 252 Figure 281: Transfer Options....................................................................................................... 252 Figure 282: Transfer Station........................................................................................................ 253 Figure 283: ACD Transfer ........................................................................................................... 253 Figure 284: PBX Transfer............................................................................................................ 253 Figure 285: Country Code ........................................................................................................... 254 Figure 286: External Conference................................................................................................. 254 Figure 287: Cal Recording........................................................................................................... 255 Figure 288: Hanging-up a Call..................................................................................................... 255 Figure 289: Holding a Call ........................................................................................................... 255 Figure 290: Termination Code Selection..................................................................................... 256 Figure 291: Database Management ............................................................................................ 258 Figure 292: Database Fixes ........................................................................................................ 259 Figure 293: Database Management System............................................................................... 260 Figure 294: Database Check....................................................................................................... 260 Figure 295: Database Management Tables ................................................................................ 261 Figure 296: Database Maintenance ............................................................................................ 262 Figure 297: Log File Path ............................................................................................................ 263 Figure 298: Version Information .................................................................................................. 264 Figure 299: Email......................................................................................................................... 265 Figure 300: Strata Check Interface.............................................................................................. 266




Index

A

ACD · 48 Agent · 246 Authorizing Users · 3

B

Background · 226 Base · 166 Base/Apply · 166 Break · 249 Break Reason Code · 100 Bulk Call · 103

C

Call List · 245 Callback · 251 Campaign · 32 Campaign Statistics · 221 Channel · 235 Check · 266 Check boxes · 175 Code · 172 Column · 227 Combo Box · 176 Command Buttons · 178 Conference · 252 Config · 242 Container · 5 Control · 233 Controller · 6

D

Data Spy · 228 Database Management · 258 Date/Time Picker · 178 Dialer · 233 Dialer Control · 233 Dialing · 234 Drop Ratio Goal · 269

E

Exchanges · 81 External tables · 171 External Variables · 160

F

Flash Hook · 244 Floating station extension · 239

G

Graphical Statistics · 224 Grids · 177

H

Hang up · 255 Hold · 255

I

Import · 10 Inbound · 256 Inbound call seeker · 248 Instant Message · 240

K

Key Telephone System · 239

L

Labels · 174 Launcher · 1 Layout · 211 List Box · 177

M

Management · 10 Manual Call · 250 Miscellaneous · 212

O

One to Many Relationship · 198 One to One Relationship · 198 Outbound · 256




P

PC Charge · 187 Predictive dialing system · 3

R

Radio Buttons · 176 Recording · 254 Restriction · 208 RTS · 220

S

Screen Designer · 158 Script · 165, 257 Shape box · 179 Spy · 228 Station · 239 Status · 235 Strata Dial · 1 System variables · 160

T

Table · 30 Table Management · 30 Term Code · 79 Termination · 172, 256 Text Boxes · 175 Time Zone · 83 Transfer · 252 Translation · 88 Triggers · 192

U

User Variables · 160

V

Validation · 191 VC 2 Launcher · 1

strata dial user manual

Documents

new campaign

campaign status summary

new data

campaign tab

existing campaign

channel status summary

station status summary

national dnc data