www.vocalcom.com the social contact center company hermes.net training ivr creation and maintenance
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The Social Contact Center Company
www.vocalcom.com
HERMES.NET TRAINING
IVR Creation and Maintenance
2
HERMES.NET Training – IVR Creation and Maintenance
Know how to create a simple IVR in Hermes.Net and connect it to a campaign
Level: Introduction
Duration: 3 hours
Prerequisites: operational client site or demonstration environment
Validation: knowledge check
About this course Objectives
This course comprises:
A self-training course
Practical advice on identifying the possible causes of errors in setting parameters or actions taken and knowing the corrective actions to take
Exercises at the end of each sequence to check what has been learned
A knowledge test, suggested at the end of the course, to enable you to identify your strong points and points to improve
At the end of this course, you will be able to perform the following tasks:
In the Interface Designer Module – IVR: Choose, connect and configure
commands Use the basic menus Generate the IVR
in the Administration module: Connect the IVR to an existing
campaign
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
3
Steps, functioning and interface for creating an IVR in HERMES.NET
Teaching objectives
• Know the steps for creating an IVR and the module to be used for each step (Administration or Interface Designer)
• IVR functioning principles: features, relationship to inbound campaigns and telephony
• Know how to interact with the Interface Designer module - IVR: interface, functioning principles
• Know the main commands of the Interface Designer module – IVR
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
4
The steps in creating an IVR
Module Interface Designer
-IVR
In advance, sketch out the scenario : number of steps, tree structure, commands and texts
Create the necessary commands and organize them according to the desired scenario
Configure and record each command
Associate the sound files (.wav) to the objects that use them
Generate in production
Administration module
Open the inbound campaign to which the IVR must be associated
Enter the IVR number as an IVR script
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OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
4
5
IVR functioning principle (1/2)
• The Hermes.Net script editor enables you to construct your own IVRs, from the simplest to the most complex. All expected functions of an IVR are available:– Verification of call dates and times– Conditional tree structure– Replay of recorded messages– DTMF menu– DTMF input according to your parameters (entered by the caller on
his/her keypad)– Vocal summary– Connection to the databases– Statistics– Supervision– Etc.
• A tracking mode enables you to check your scripts in real time and make changes before starting them in production
• The generated IVR scripts can be monitored in the Supervision and Reports modules: track user traffic and their navigation
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
6
IVR functioning principle (2/2)
• The basic IVR functions are the following:– Message suggesting to call back for a call outside service hours– Use of a DTMF input to qualify the call and direct it, via the campaign
and queue, to the agent with the right skills– Take messages based on predefined situations
• Example of the relationshipbetween IVR and telephony: Inbound phone
number
DID(Root)
Campaign – Incoming MediaOptional IVR Qualification A or B
Queue
A B
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
7
Interface Designer Module – IVR:Interface
• Workspace (1): where commands (2) open and must be connected• Menus (3): the various actions in the editor (save, generate, manage
functions, edit commands, open tools (e.g. tracker) etc.)• Record button (4) to save the configuration at each step• Command currently selected (5) to be renamed• List of commands (6): lists all commands that can be added – functions by
command categories, the list of which opens when clicking the category title
• Parameters of the currently selected command (7): configures the command in progress – varies according to the command (info to record, sound file to connect, number of DTMF outputs, choice of ending strategy, etc.)
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
8
Interface Designer Module – IVR: Functioning principles
• Like the Action Builder used for Scripts, using this module consists in:– Organizing commands (instead of actions) by linking their
connectors– Configuring each command and, if necessary, associating sound files– Recording the configuration progressively– Once the configuration is satisfactory, generating in production
• Connecting commands– In the commands list, select
and click the one you wish to add. It appears in the workspace
– Move the new commandwhile holding down the mouse buttonuntil the connectors are green
– Release the mouse button – the commands position themselves and the connectors turn gray.You can now move a command without breaking the link. To break a link, double-click the connector
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
9
Interface Designer Module – IVR: Command principles (1/3)
CategoryCommand name
Command visual Command function
Tests & Jumps
JumpContinue the IVR script to another script command in progress
Check time range
• Check time ranges in the week: 3 time ranges for one or more days of the week
• To configure a centre’s service, use the “Check openings” command to combine with the campaign planning configuration in the Administration module
Conditional test
Test variable and redirect the script to a command based on the test result
Comments &
Debug
Marker Reporting
Place markers in the script which will make it possible to track the client inside the IVR (via Supervision) and to display navigation statistics (in Reports)
Add comments
Note a comment, for example on tasks still to be done (useful for completing the configuration)
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
The configuration of underlined commands is detailed later in the document
10
Interface Designer Module – IVR: Command principles (2/3)
CategoryCommand name
Command visual Command function
Human Resources
&Campaign
Check openings
• Recover the opening hours from a DID
• If the inbound campaign on the DID entered is open, the call is directed to the output on the right, otherwise to the output on the left
Set a profile
• Assign a required skill to the call which takes the branch where the command is located
• All skills created (in the Administration module) for the site campaigns are accessible
Connected agents
Know whether agents are available on the queue for this campaign (Online and/or Ready)
Messages &
IVR menu
Play a .wav file
• Read the audio file
• Format required: .wav / CCIT Alaw 8 bit 8 k Mono
Interactive menu
• Create a vocal scenario with the caller is asked to indicate his/her choice by pressing a key
• Requires 3 audio messages: 1/ Welcome message giving the options 2/ Invalid entry message3/ Elapsed time message
• The number of options and the option keys can be configured
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
The configuration of underlined commands is detailed later in the document
11
Interface Designer Module – IVR: Command principles (3/3)
CategoryCommand name
Command visual Command function
Messages &
IVR menu(cont.)
Confirmation
• Give the caller a double-entry option
• An audio file states the 2 DTMF keys (configurable) that correspond to the two possible options
DTMF inputRecord the caller’s entry of one or more DTMFs and save them in a global variable
Other IVR functions
Ending strategy
• Define the actions to perform when the scenario is completed
• Possible choices: Disconnection Call Queueing DID Redirection Outsourcing
Voice Mail Record a client’s audio message
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
The configuration of underlined commands is detailed later in the document
12
Creating an IVR in the HERMES.NET Interface Designer module
Teaching objectives
• Know how to configure and generate a basic IVROVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
13
Creating a new IVR or opening an existing IVR
• Open the Interface Designer module
• To create a new script, click the “Create a new script” tab– Enter the name of the new script– From the pop-up list, select the group in which to create this script and
enter a description (optional)– Click the “IVR script” icon – the editor then opens
• To reuse an existing script, click the “Display Script List” tab– To open a script, double-click the icon (1) or click (2) – To duplicate a script, click (3)
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
14
Creating and configuring a "Check openings"
• Open the HR & Campaign group and click the command– It appears in the workspace, connect it to the preceding command
• Parameters to set:
– Choose the reference DID:• If you leave it empty, the system will look in the campaign
planning to which the IVR is connected• Enter a DID number to test the planning of another campaign
• Save the command
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
15
Creating and configuring a "Play a .wav file" command
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
• Open the "Messages and IVR Menu" group and click the command– It appears in the workspace, connect it to the preceding command
• Parameters to set:
– Associate a sound file to the command (in .wav format)• Click the file icon (1) to open a pop-up window to look for files on your
computer's hard drive – select the desired file• Click the green arrow (2) to place the filename in the parameters (3)• Once you have selected a sound file, it is placed in the pop-up list (4) and
you will not have to open the pop-up window again
• Rename and save the command
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Creating and configuring an "Interactive menu" command
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
• Open the "Messages and IVR Menu" group and click the command– It appears in the workspace, connect it to the preceding command
• Parameters to set:
– Associate 3 sound files to the command (see previous page):(1) Welcome message giving the options (2) Invalid entry message(3) Elapsed time message
– Create (4) and configure (5) the number of the content of the DTMF inputs, as stated in your message (1)
• The same number of connectors as choices created appear on the command in the workspace; they are placed over the corresponding DTMF options
• You can then link to these connectors, depending on the caller's options, the successive commands on your IVR’s tree structure
– Configure the number of tries and maximum input time (6)
• Rename and save the command
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Creating and configuring a "Jump" command
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
• Open the "Test & Jump" group and click the command– It appears in the workspace, connect it to the preceding command
• Parameters to set:– None: simply allow the IVR script to continue to another script
command in progress
• Link the right-hand connector to the destination connector – for example:– To make a loop
after an audio message:
– To link to a branch on the IVR tree structure, by jumping the “Set a profile”
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Creating and configuring a "Marker Reporting" command
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
• Open the "Comments & Debug" group and click the command– It appears in the workspace, connect it to the preceding command
• Parameters to set:
– Enter the name of the information to record that will be:• Displayed in Supervision when the client selects this command
• Compiled in Reports
• Record the command and continue the IVR configuration
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Creating and configuring a "Set a profile" command
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
• Open the HR & Campaign group and click the command– It appears in the workspace, connect it to the preceding command
• Parameters to set:
– From the list, select one or more of the skills required to process the call and indicate the required level (between 0 and 9)
• Once in a queue, a call that has arrived via this branch will be “marked” with the selected skill level and only an agent with a sufficient level will be able to process the call
• All skills created (in the Administration module) for the site campaigns are accessible
• Rename and save the command
20
Creating and configuring a "Ending strategy" command
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
• Open the "Other IVR Functions" group and click the command– It appears in the workspace, connect it to the preceding command
• Parameters to set:
– Select the type of ending desired, i.e. the type of IVR ending:• Disconnection no parameters set
• Call Queueing if necessary, indicate the specific queue number (if empty, return to the campaign queue)/you can also configure a second priority, as well as data or a memo that can be recovered in a script screen
• DID Redirection indicate the DID number
• Outsourcing indicate the phone number
• Save the command
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Generating the IVR (1/2)
• Once the configuration is completed, generate the IVR so that it can be used by connecting it to a campaign
• In the IVR menu, click “Generate the script …"
• Upon launching the generation, the following summary screen will appear, which shows:
(1) the source code(2) the name of the IVR script(3) the files used
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
(4) the generation options(5) the help bar showing the
configuration errors
22
Generating the IVR (2/2)
• Once you have corrected any errors:– The following screen appears (without the yellow help bar) and you
can click "Generate the IVR"
– This system generates the IVR script and the sound files and the name is highlighted in blue
• You have completed the configuration of your IVR, you can close the Interface Designer module
• If you change your IVR, remember to regenerate the Script
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
23
Get going
• Here is an example of a basic IVR scenario that you would need to write down on paper: learn how to do it!
• Remember to place markers to enable tracking of the activity
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
Inbound call
Open?Service hours
voice messageno Welcome
messageyes
End of call
Caller's menu options
Send to the call centre
Request for information
Opening a contract Other request
1 2 0
Information message
Qualification"contract"
Max time elapsed: 5 sec.Max. invalid tries: 3
24
Connecting an IVR to a campaign in HERMES.NET
Teaching objectives
• Know how to connect an IVR to a campaignOVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
25
Connecting an IVR to a campaign
• Open the Administration module– In the Incoming Media menu, click “Campaign configuration”– Select the campaign to which you want to associate the IVR– Under the General tab, “IVR script” field, click the magnifying glass
– The following pop-up window opens In the IVR folder, find and then click your file's name (file.onc)
– The "IVR script" field is filled with red, you can then record
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
26
Anticipating potential difficulties (1/3)
"What to do in case of …"
Complete the following test.
1. What should I do if my options in an interactive menu command are such that calls go round in a loop?
Review the various commands and their organization
Call Vocalcom support to test the ACD
Restart the IVR from the beginning
2. What should I do, if, during the generation, I get an error message indicating a missing output?
Check that the commands are correctly connected
Call the DID to test the IVR
Remember to place the corresponding Jumps
3. What should I do if, when I test the DID, I go directly to the queue?
Repeat IVR Script configuration
Remember to connect the IVR to the campaign
Call Vocalcom support
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
27
Anticipating potential difficulties (2/3)
4. What should I do if I am unable to load the sound files on the server?
Call Vocalcom support to have them loaded on the serverRestart the computer, after having checked the sound file formatReopen Interface Designer, after having checked the sound file format
5. What should I do if the recognition of opening hours is only done on Mondays, from 6 pm to 11 pm?
Reinsert the planning into the campaignEnsure the time check is indeed a “check openings” and not a “check time range”
Enter the DID of the associated campaign on the hard drive
6. What should I do if the voice messages are distorted during test calls?
Call Vocalcom support
Re-record the audio messages in .mp3 format
Check that the format meets the standard required by Hermes
7. What should I do if I am unable to find messages left by clients on the Voice Mail?
Go to the “Voice messages” menu in Administration or Supervision
Filter the Agents’ recordings
Delete and re-create the Voice Mail command
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
28
Anticipating potential difficulties (3/3)
8. What should I do if I have to use two identical IVRs on two different campaigns?
Duplicate the IVR
Redo the IVR
9. What should I do if clients cannot cut off the audio messages?
Delete and recreate the defective commands
Integrate the “interruption” command at the start of the IVR
Remember to checkmark the “interruption authorized” boxes
10. Would should I do if my IVR requires skills and the calls are not managed by agent level?
Call Vocalcom support
Manage the skills by creating dedicated queues
Check the agents’ levels and that the skills are decremental
Use the same IVR on both campaigns
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
29
Testing your knowledge (1/3)
Complete the following test to check that you have properly understood the sequence. Your answers are confidential.
1. What are the steps for implementing an IVR on an inbound campaign?
a) Declare the IVR in the campaign / Construct the IVR in Interface Designer
b) Construct the IVR in Interface Designer / Activate the IVR in the campaign
2. In Interface Designer, where are the parameters set for each command?
a) In the menu bar, "Command" menu
b) In the "Parameters" section, located in the bottom left of the window
c) In a pop-up window that opens when double-clicking the command
3. Among the following functions, which one cannot be configured in a basic IVR constructed in Hermes.Net?
a) Input by the caller of an option on his/her phone keypad
b) Taking a message on an answering machine
c) Making an appointment based on a sales associate's agenda
c) Construct the IVR in Interface Designer / Generate / Connect to the campaign
d) Transferring the call to a provider
e) None, all of these functions can be configured
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
30
Testing your knowledge (2/3)
4. Which command must be used to check whether a call centre is open?
a) "Check openings" with configuration of the campaign planning
b) "Check time range" with the hours on the hard drive
c) "Check openings" with configuration of the agents' planning
5. Regarding an "Interactive menu" command, which of the following statements is false?
a) 3 files must be associated with the command
b) The maximum number of attempts parameter must be set
c) The DMTF command number and type are predefined
6. Which of the following statements is true?
a) An inbound call arrives via a DID, assigned to a campaign to which the IVR is connected
b) The IVR and the ACD must be connected under the "General" tab of the campaignc) When configuring the IVR, the Stations used by agents must be declared
7. Which command is used to transfer a call?
a) "Jump"
b) "Ending strategy"
c) "Call transfer"
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
31
Testing your knowledge (3/3)
8. Which command is used to assign a minimum required skill to a call?
a) "Set a profile"
b) "Skill marker"
c) "Market Reporting"
9. What is the purpose of the help bar that can appear in the IVR generation window?
a) Summarize the sound files used in the IVR
b) Select the generation options
10. Under the "General" tab of the campaign, what is the name of the field used to connect the IVR?
a) "IVR"
b) "IVR script"
c) "Disconnection option"
c) Indicate the configuration errors made
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
32
MCQ answers
OVERVIEW OF THE TRAINING
STEPS, FUNCTIONING AND INTERFACE
CREATING AN IVR IN THE INTERFACE DESIGNER MODULE
CONNECTING AN IVR TO A CAMPAIGN
"FIRST AID" METHODS
TESTING YOUR KNOWLEDGE
Question RéponsesCocher si
bonne réponse
Connaître les étapes pour mettre en place un SVI
1c) Construire le SVI dans Interface Designer / Générer / Connecter à la campagne
Connaître les fonctionnalités des SVI dans Hermes.net
3c) Prise d’un rendez-vous en fonction d’un agenda des commerciaux
Comprendre le rapport entre SVI et téléphonie
6a) Un appel entrant passe via une SDA, affectée à une campagne à laquelle est connecté le SVI
Connecter un SVI à une campagne 10 b) « Scénario vocal »
4a) « Test horaires de service » avec configuration du planning de la campagne
7 b) Commande « Stratégie de fin d’appel »
8 a) Commande « Affecter un profil »
2b) Dans la partie « Paramètres » situées en bas à gauche de la fenêtre
5c) Le nombre et le type de commande DMTF sont prédéfinis
Générer le scirpt d'un SVI 9 c) A indiquer les erreurs de configuration commises
Choisir la bonne commande
Note sur 4 :
Configurer les commandes
Savoir faire
Note sur 6 :
Principes de fonctionnement
des SVI
Configuration des SVI dans
Interface Designer