700151c epro61 director user guide

Transforming the way companies interact with their customers.™

Aspect® EnsemblePro™

Unified Director User Guide 6.1

© 2006 Aspect Software, Inc. All Rights Reserved. Unauthorized Reproduction Prohibited By Law.

The content of this publication is furnished for informational use only, is subject to change without notice, and should not be construed as acommitment by Aspect Software, Inc. Aspect Software, Inc. assumes no responsibility or liability for any errors or inaccuracies that mayappear in this publication. Aspect Software, Inc. reserves the right to change information in this publication without notice, as a result ofproduct enhancements or other reasons.

Aspect, Aspect Software and design, Aspect Communications, Aspect TeleSet, Aspect CallCenter, Aspect WinSet, Concerto, ConcertoSoftware, Concerto Software and design, Unison, Continuum, SoftPhone, Sixth Sense, Smart Button, SMC, Smart Management Center,CRS, Communications Resource Server, CAS, Unison Scale, EnsemblePro, RightForce, Spectrum, LYRICall, Compose IT, Intuition,SmartRoute, Shadow, AnswerSoft, One Station, Unison Strategist, Unison Tactician, Ensemble, ContactPro and CellIit are trademarks orregistered trademarks of Aspect or its affiliates in the United States and other countries. All other trademarks are owned by their respectivecompanies. Use of any Aspect trademark is subject to Aspect’s express written approval. Any other brands, product names, companynames, logos, trademarks, and/or service marks used in this publication are the property of their respective owners.

The works of authorship contained in this publication, including but not limited to all design, text and images and the software describedherein, are owned, except as otherwise expressly stated, by Aspect Software, Inc., or its affiliates or licensors. The entire contents of thispublication are protected by United States’ and worldwide copyright laws and treaty provisions. In accordance with these terms, except asstated above, you may not copy, reproduce, modify, use, republish, upload, post, transmit or distribute in any way material from thepublication. Further, you may not copy, modify or display any of Aspect Software, Inc.’s or its affiliates’ trademarks, tradenames or logosappearing in this publication in any way without Aspect Software, Inc.’s express written consent. Aspect Software, Inc. assumes noresponsibility or liability for any errors or inaccuracies that may appear in this publication. Except as permitted by such license, no part ofthis publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, or otherwise,without the prior written permission of Aspect Software, Inc.

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NO WARRANTY

THE CONTENTS OF THIS PUBLICATION ARE PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESSOR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF QUALITY, MERCHANTABILITY,FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.

ASPECT SHALL NOT BE LIABLE FOR ANY DAMAGES SUFFERED AS A RESULT OF USING THE CONTENTS OF THISPUBLICATION. IN NO EVENT SHALL ASPECT BE LIABLE FOR ANY INDIRECT, PUNITIVE, SPECIAL, INCIDENTAL, ORCONSEQUENTIAL DAMAGE (INCLUDING LOSS OF BUSINESS, REVENUE, PROFITS, USE, DATA OR OTHER ECONOMICADVANTAGE) HOWEVER IT ARISES, WHETHER FOR BREACH OR IN TORT, EVEN IF ASPECT HAS BEEN PREVIOUSLYADVISED OF THE POSSIBILITY OF SUCH DAMAGE. BECAUSE SOME JURISDICTIONS PROHIBIT THE EXCLUSION ORLIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, THE ABOVE LIMITATION MAY NOTAPPLY TO YOU.

PROGRAMMING AND USE OF PRODUCTS

THE PRODUCTS DESCRIBED IN THIS DOCUMENTATION CAN BE USED AND PROGRAMMED IN A WIDE VARIETYOF WAYS BASED UPON THE REQUIREMENTS OF YOUR PARTICULAR TECHNOLOGY ENVIRONMENT ANDBUSINESS NEEDS. NOTWITHSTANDING THE USE OF EXAMPLES IN THE DOCUMENTATION OR THE PROVISION OFPROFESSIONAL SERVICES BY ASPECT, ASPECT RESELLERS OR ANY THIRD PARTY ENGAGED BY ASPECT, IT IS INALL CASES THE USER'S RESPONSIBILITY TO ENSURE THAT THE PRODUCTS ARE PROGRAMMED AND USED INACCORDANCE WITH ALL APPLICABLE LAWS AND REGULATIONS AND IN A MANNER THAT DOES NOT VIOLATETHE INTELLECTUAL PROPERTY AND OTHER RIGHTS OF ANY THIRD-PARTY.

Part Number: 700151C Date: November 28, 2006

Table of Contents

About This Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xixIntended Audience. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xix

Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xix

Document Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xx

Online Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxi

Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxi

Organization of this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xxii

Related Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .xxiii

Chapter 1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

Director Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

Landlord and Tenant Relationship. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1

Log In. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4

Launch Director . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-4

Settings Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5

List Boxes and Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6

Use of Special Characters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8

Exit EnsemblePro Director . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-8

Chapter 2 Director Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1

EnsemblePro System Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-1

Defining EnsemblePro Unified Director . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2

Hierarchy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-3

Service Admin Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-4

User Admin Module. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5

System Admin Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-6

Table Admin Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-6

Disposition Admin Module. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-7

Schedules Module. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-8

Email Admin Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-8

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Settings Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-8

Configuring Services and Functions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-9

Service Admin Tabs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-9

User Admin Tabs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-10

System Admin Tabs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-11

Table Admin Tabs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-13

Chapter 3 Inbound Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-1

Inbound Service Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-1

Create, Modify, or Delete an Inbound Service . . . . . . . . . . . . . . . . . . . . . . . . . .3-2

General Tab (Inbound Service). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-4

Skills Tab (Inbound Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-5

Queue Tab (Inbound Service). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-10

Agent Settings Tab (Inbound Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-13

Answer Profile Tab (Inbound Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-15

Dispositions Tab (Inbound Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-18

Schedule Tab (Inbound Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-19

Audio Tab (Inbound Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-20

Recording Tab (Inbound Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-23

Knowledge Base Tab (Inbound Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-25

Chapter 4 CTI Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-1

CTI Service Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-1

Create, Modify, or Delete a CTI Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-2

General Tab (CTI Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-4

Skills Tab (CTI Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-6

Queue Tab (CTI Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-10

Agent Settings Tab (CTI Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-12

Answer Profile Tab (CTI Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-14

Dispositions Tab (CTI Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-16

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Recording Tab (CTI Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-17

Knowledge Base Tab (CTI Service). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-19

Chapter 5 Outbound Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1

Outbound Service Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-1

Create, Modify, or Delete an Outbound Service . . . . . . . . . . . . . . . . . . . . . . . . 5-2

General Tab (Outbound Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-4

Skills Tab (Outbound Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-6

Queue Tab (Outbound Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-10

Agent Settings Tab (Outbound Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-13

Dial Profile Tab (Outbound Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-17

Dispositions Tab (Outbound Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-22

Schedule Tab (Outbound Service). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-23

Outbound Tables Tab (Outbound Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-24

Recording Tab (Outbound Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-28

Knowledge Base Tab (Outbound Service). . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-30

Chapter 6 Chat Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

Chat Service Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1

Create, Modify, or Delete a Chat Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2

General Tab (Chat Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-3

Skills Tab (Chat Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5

Queue Tab (Chat Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-9

Agent Settings Tab (Chat Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-11

Chat Profile Tab (Chat Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-14

Collaboration Tab (Chat Service). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-16

Media Servers Tab (Chat Service). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-18

Dispositions Tab (Chat Service). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-19

Schedule Tab (Chat Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-20

Attention Retainers Tab (Chat Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-21

Knowledge Base Tab (Chat Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-23

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Chapter 7 Email Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-1

Email Service Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-1

Create, Modify, or Delete an Email Service . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-2

General Tab (Email Service). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-3

Skills Tab (Email Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-6

Agent Queue Tab (Email Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-10

Agent Settings Tab (Email Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-12

Queues Tab (Email Service). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-15

Inbound Tab (Email Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-16

Inbound Reply Tab (Email Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-19

Outbound Tab (Email Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-21

Dispositions Tab (Email Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-22

Schedule Tab (Email Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-23

Answer Wizard Tab (Email Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-25

Chapter 8 Workflow Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-1

Workflow Service Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-1

Create, Modify, or Delete a Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-2

General Tab (Workflow Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-4

Skills Tab (Workflow Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-7

Agent Queue Tab (Workflow Service). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-11

Agent Settings Tab (Workflow Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-13

Answer Profile Tab (Workflow Service). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-15

Dispositions Tab (Workflow Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-18

Schedule Tab (Workflow Service). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-19

Chapter 9 M3 Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-1

M3 Service Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-1

Create, Modify, or Delete an M3 Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-2

General Tab (M3 Service). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-3


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Answer Profile Tab (M3 Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-5

M3 Servers Tab (M3 Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-8

Dispositions Tab (M3 Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-9

Schedule Tab (M3 Service) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-10

Remote Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-11

Using Remote Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-13

Chapter 10 User Admin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-1

User Admin Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-1

Creating New EnsemblePro Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2

Create, Modify, or Delete User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-2

Assigning an Agent Role to a User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-3

Creating and Editing Agent Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-6

Skills Tab (Agent Information) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-6

Services Tab (Agent Information) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-8

Routing Tab (Agent Information) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-9

Callbacks Tab (Agent Information) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-10

Assigning CTI Data to a User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-12

Assigning Call Data to a User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-14

Assigning a Director Role to a User. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-16

Create, Modify, or Delete a Director’s Security Plans . . . . . . . . . . . . . . . . . . 10-17

Creating Workgroups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-21

Create, Modify, or Delete a Workgroup . . . . . . . . . . . . . . . . . . . . . . . . . . 10-21

Creating Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-23

Create, Modify, or Delete a Skill . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-23

Assigning Skills and Level Weights. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-25

Agent Status Reasons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-26

Create, Modify, or Delete Agent Status Reasons . . . . . . . . . . . . . . . . . . 10-26

Security Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-28

User ID and Password Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10-28


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Service Security Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-28

Create, Modify, or Delete a Service Security Plan . . . . . . . . . . . . . . . . . .10-29

General Security Plan. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-32

Create, Modify, or Delete a General Security Plan . . . . . . . . . . . . . . . . .10-33

Lists Tab (General Security Plan). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-34

Users Tab (General Security Plan). . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-36

Tables Tab (General Security Plan) . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-37

Exclusion Manager (Exc Man) Tab (General Security Plan) . . . . . . . . . .10-38

DataViews Tab (General Security Plan) . . . . . . . . . . . . . . . . . . . . . . . . . .10-39

Recording Manager (Rec Man) Tab (General Security Plan). . . . . . . . . .10-40

Voice Mail Tab (General Security Plan) . . . . . . . . . . . . . . . . . . . . . . . . . .10-41

Services Creation Tab (General Security Plan) . . . . . . . . . . . . . . . . . . . .10-42

Alerts Tab (General Security Plan). . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-43

Enterprise Monitor (Ent Mon) Tab (General Security Plan) . . . . . . . . . . .10-44

Numbering Plan (Num Plan) Tab (General Security Plan) . . . . . . . . . . . .10-45

Chapter 11 System Admin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11-1

System Admin Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-1

Attention Retainers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-2

Create, Modify, or Delete Attention Retainers . . . . . . . . . . . . . . . . . . . . . . 11-3

Voice Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-5

Chat Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-7

Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-8

Create, Modify, or Delete an Application . . . . . . . . . . . . . . . . . . . . . . . . . . 11-9

Priorities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-11

Create, Modify, or Delete a Priority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-12

Chat Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-15

Create, Modify, or Delete Chat Message . . . . . . . . . . . . . . . . . . . . . . . . . 11-15

Chat Links. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-18


Aspect Software xi

Create, Modify, or Delete Chat Links . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-18

Knowledge Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-20

Create, Modify, or Delete a Knowledge Base . . . . . . . . . . . . . . . . . . . . . 11-20

Candidate Questions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-28

Adding a Candidate Question . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-28

Modify or Delete a Knowledge Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-30

Alerts and Alert Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-31

Evaluation of Real-Time Statistical Data . . . . . . . . . . . . . . . . . . . . . . . . . 11-31

Alert Notification Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-31

Alert Severity Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-32

Alert Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-33

Create, Modify, or Delete Alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-33

Actions Tab (Alerts) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-36

System Alert List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-42

Application Alert List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-44

Agent Scoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-46

Methods of Scoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-46

Steps to Creating a Scoring Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-47

Answer Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-47

Creating an Answer Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-47

Creating Template Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-49

Defining a Scoring form. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-50

Creating Scoring Form Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-52

Creating Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-54

Previewing a Score Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11-55

Chapter 12 Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-1

Voice Mail Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-1

Voice Mail Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-2


xii Aspect Software

Voice Mail Tabs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-4

Uploading the Voice Mail Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-5

Defining a Mailbox Range . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-5

Generating Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-7

System Globals Tab (Voice Mail) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-8

Mailbox Defaults. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-10

Mailbox Administration Tab (Voice Mail) . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-12

Mailbox Properties Tab (Voice Mail) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-16

Notification Options Tab (Voice Mail) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-19

Owner Information Tab (Voice Mail) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-22

Forwarding Options Tab (Voice Mail) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-24

Greetings Tab (Voice Mail) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-25

Group Administration Tab (Voice Mail) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-27

Message Administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-31

Chapter 13 Numbering Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13-1

Numbering Plan Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13-1

Routing Access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13-3

Creating a Route Access Name. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13-4

Create, Modify, or Delete a Route Access Member Definition . . . . . . . . . .13-5

Inbound Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13-9

General Tab (Inbound Routing) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13-10

User Reroute Tab (Inbound Routing) . . . . . . . . . . . . . . . . . . . . . . . . . . . .13-13

External Reroute Tab (Inbound Routing) . . . . . . . . . . . . . . . . . . . . . . . . .13-14

Inbound Routing Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13-16

Inbound Routing to User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13-16

Inbound Routing to External. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13-18

Inbound Routing to Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13-19

Outbound Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13-20

Outbound Routing Associated with a Service . . . . . . . . . . . . . . . . . . . . .13-20


Aspect Software xiii

Outbound Routing Associated with a Workgroup . . . . . . . . . . . . . . . . . . 13-22

External/Filters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-24

System External . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-25

Service External . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-26

User External . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-28

Dial Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-29

Dial Filters Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-30

Mask Grouping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-30

Create, Modify, or Delete Dial Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-31

Calling Party Identification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-33

DNIS/DID. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-38

DNIS Ranges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-38

Headset Adapters and Analog Channels . . . . . . . . . . . . . . . . . . . . . . . . 13-39

Chapter 14 Recording Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1

Recording Manager Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-1

Setting Up Recording Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-2

Servers Tab (Recording Manager). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-3

Creating, Modifying, and Deleting Server Storage Machines . . . . . . . . . . . . . 14-5

Creating, Modifying, and Deleting Servers Recording Stores Window . . . . . . 14-7

Landlord Tab (Recording Manager) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-11

Creating, Modifying, and Deleting a Landlord Storage Machine . . . . . . . . . . 14-12

Creating, Modifying and Deleting a Landlord Recording Stores . . . . . . . . . . 14-14

Stores [Tenant] Tab (Recording Manager) . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-15

Creating, Modifying, and Deleting Stores [Tenant] Recording Stores . . . . . . 14-18

Tasks Tab (Recording Manager) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-20

Tasks Definition Tab (Recording Manager) . . . . . . . . . . . . . . . . . . . . . . . 14-21

Tasks Source Tab (Recording Manager). . . . . . . . . . . . . . . . . . . . . . . . . 14-24

Tasks Destination Tab (Recording Manager) . . . . . . . . . . . . . . . . . . . . . 14-25

Recordings Tab (Recording Manager). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14-28


xiv Aspect Software

Search Criteria Tab (Recording Manager) . . . . . . . . . . . . . . . . . . . . . . . .14-28

Optional Tab (Recording Manager) . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14-30

More Tab (Recording Manager) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14-31

Call Data Tab (Recording Manager). . . . . . . . . . . . . . . . . . . . . . . . . . . . .14-33

User 1 to 10 Tab (Recording Manager) . . . . . . . . . . . . . . . . . . . . . . . . . .14-34

User 11 to 20 Tab (Recording Manager) . . . . . . . . . . . . . . . . . . . . . . . . .14-35

Voice Mail Tab (Recording Manager) . . . . . . . . . . . . . . . . . . . . . . . . . . . .14-36

Playback, Export, and Score Recordings (Recording Manager) . . . . . . . . . .14-36

Classes Tab (Recording Manager) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14-41

Cache Tab (Recording Manager) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14-42

Console Tab (Recording Manager). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14-44

Chapter 15 Table Admin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15-1

Table Admin Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15-1

Assigning Table Definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15-2

SQL Key Words . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15-3

Reuse and Deletion of Table Names . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15-7

Table Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15-8

Create, Modify, or Delete a Table Definition. . . . . . . . . . . . . . . . . . . . . . . .15-9

Import Structure Tab (Table Definitions) . . . . . . . . . . . . . . . . . . . . . . . . . . 15-11

Import Multibyte Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15-15

Field Mappings Tab (Table Definitions) . . . . . . . . . . . . . . . . . . . . . . . . . .15-16

Time Zone Mapping Tab (Table Definitions). . . . . . . . . . . . . . . . . . . . . . .15-18

Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15-21

Manage Call Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15-21

Creating an ANI Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15-26

Attaching an External Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15-28

Import/Export . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15-30

Import/Export Queuing Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15-31

Importing a Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15-32


Aspect Software xv

Exporting a Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-37

Trickle Call Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-40

Exclusion Imports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-42

Exclusion Exports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-43

View a List of Scheduled Imports/Exports. . . . . . . . . . . . . . . . . . . . . . . . 15-44

View the Status of Imports/Exports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-45

External Call Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-47

External Call Table Import Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-48

Configure an External Data Source . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-48

Configure MSSQLExternalCallTables.bat on an MS SQL Server . . . . . . 15-48

Configure TableDefTZMapBcpOut.bat on an MS SQL Server . . . . . . . . 15-49

Configure TableDefTZMapBcpIn.bat on an MS SQL Server. . . . . . . . . . 15-50

Configure Sybase Adaptive Server Enterprise . . . . . . . . . . . . . . . . . . . . 15-50

Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-50

Create, Modify, or Delete a Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-51

Sort Criteria in Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-56

ANI Import Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-57

Create ANI Import Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-57

Outbound Feed Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-59

Create, Modify, or Delete an Outbound Feed Application. . . . . . . . . . . . 15-60

Dial Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-62

Create, Modify, or Delete Dial Orders . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-62

Call Data Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-65

Create, Modify, or Delete a Call Data Definition . . . . . . . . . . . . . . . . . . . 15-65

Call Data Definitions for Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-67

Call Data Definition (CDD) Reserved Words . . . . . . . . . . . . . . . . . . . . . . . . . 15-68

Create, Modify, or Delete Call Data Definition Reserved Words . . . . . . . 15-68

Distributed Lists Import Defs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-70

Create, Modify, or Delete a Distributed Lists Import Definition . . . . . . . . 15-70

Import Structure Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15-71


xvi Aspect Software

Field Mappings Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15-74

Distribution Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15-75

View a Distribution List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15-77

Import a Distribution List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15-78

Preview a Distribution List Import. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15-80

Export a Distribution List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15-80

Exclusion Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15-82

Create, Modify, or Delete an Exclusion . . . . . . . . . . . . . . . . . . . . . . . . . .15-82

View an Exclusion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15-85

Chapter 16 Disposition Admin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16-1

Disposition Admin Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16-1

Disposition Classes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16-2

Create, Modify, or Delete a Disposition Class . . . . . . . . . . . . . . . . . . . . . .16-3

Disposition Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16-5

Create, Modify, or Delete a Disposition . . . . . . . . . . . . . . . . . . . . . . . . . . .16-7

System Dispositions Defined . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16-9

Disposition Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16-13

Create, Modify, or Delete a Disposition Plan . . . . . . . . . . . . . . . . . . . . . .16-14

Chapter 17 Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17-1

Schedules Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17-1

Holidays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17-2

Create, Modify, or Delete Holidays. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17-2

Service Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17-4

Create, Modify, or Delete Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17-4

Create, Modify, or Delete Scheduled Run Times . . . . . . . . . . . . . . . . . . . .17-6

Add Holidays to a Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17-7

Time Zone Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17-9

Create, Modify, or Delete a Time Zone Group . . . . . . . . . . . . . . . . . . . . . .17-9


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NANP Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-12

Viewing an NANP Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-12

Creating Custom NANP Tables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17-13

Chapter 18 Email Admin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-1

Email Admin Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-1

Email Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-2

Create, Modify, or Delete an Email Account . . . . . . . . . . . . . . . . . . . . . . . 18-2

Email Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-4

Create, Modify, or Delete an Email Message . . . . . . . . . . . . . . . . . . . . . . 18-4

Email Attachments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-6

Create, Modify, or Delete an Attachment . . . . . . . . . . . . . . . . . . . . . . . . . 18-6

Email Signatures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-7

Create, Modify, or Delete an Email Signature . . . . . . . . . . . . . . . . . . . . . . 18-8

Email Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-9

Create, Modify, or Delete an Email Greeting. . . . . . . . . . . . . . . . . . . . . . . 18-9

Email Closings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-11

Create, Modify, or Delete Closings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-11

Email Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-12

Create, Modify, or Delete Queues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18-13

Appendix A Alert Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .A-1

Action and Expression Field Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1

Appendix B User and Telephony Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . .B-1

User Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-1

Allow Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-1

Manual Dial Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-3

Internal Dialing Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-3

Mailbox Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-4


xviii Aspect Software

Appendix C Component Setting Definitions. . . . . . . . . . . . . . . . . . . . . . . . . . . C-1

Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-2

Queue Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-8

Voice Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-9

Reroute Reasons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-11

Priority Template Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-12

Recording Format and Type Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . C-17

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Index-1


About This Guide

The Aspect® EnsemblePro™ Unified Director User Guide helps you to configure, manage, and maintain contact center operations using the EnsemblePro Unified Director application. This application will be referred to as “Director” in this guide.

This guide explains the Director application, modules, and components along with providing instructions for creating services, assigning directors and agents, configuring all of the components, and administering the various functionalities (for example, Recording, Voice Mail, Email, and others).

Intended Audience

This guide is designed for Aspect EnsemblePro system users, such as application system providers (also known as Landlords in this application), super administrators, directors, and supervisors who are familiar with an Aspect EnsemblePro contact center environment.

Readers are required to have a basic understanding of and familiarity with the Microsoft® Windows operating system as well as an understanding of sophisticated applications such as Aspect EnsemblePro.

Training

If you are a new Aspect EnsemblePro user, go to the Aspect® Education Services web site for the latest training course information.

http://www.aspect.com/Services/EducationServices.html

NOTE The Director window that displays on your monitor might be different from the window that is documented in this guide. Your role in the Aspect EnsemblePro environment determines your access and privileges to any of the screens and functionality of the system components.


http://www.aspect.com/Services/EducationServices.html

xx Aspect Software

Document Conventions

The following typographic conventions and terms are used in topic procedures.

The following grammatical conventions are used in topic procedures.

The following are used to indicate notes or warnings.

This: Indicates:

Bold Typeface Commands or responses you enter. Also, identifies names of windows/screens.

Italic Typeface Examples. An example may not necessarily be the actual response, as each system will differ. Enter the response that is appropriate for the system on which you are currently working.

Click Press the left mouse button. Note that your mouse may differ depending on its make and model.

Right-click Press the right mouse button.

Example Indicates

Click Save. Click the indicated button. If a button has a symbol instead of a word on it (for example, Next >>), the text will read: Click Next

Select ODBC. Single-click to choose the specified option.

Select Tools > Options. Select Tools from the menu bar and then select Options from the drop-down menu list.

NOTE This graphic shows a note containing information to clarify an instruction or concept.

WARNING This graphic shows a warning that you need to follow to avoid serious problems.


Aspect Software xxi

Online Help

For additional information, online help is available with this application.

The main window of the EnsemblePro Director application contains a Settings menu with a Help submenu. Click the Help menu for online help about the program. When you click Help, an Internet browser window opens and displays detailed information about the application.

To resize the Help window:

1 Click the Maximize button in the upper right-hand corner of your window.

2 Place your cursor on any window border. The cursor changes to an arrow.

3 Hold down the mouse button while you adjust the window size with the arrow cursor.

Technical Support

Aspect Software provides technical support under the Aspect Software Customer Service Agreement. If you have a question or problem that you are unable to resolve by reading this manual or online Help, call the nearest Aspect Support Center location.

Prior to making the call, please be sure you can provide the following information:

• Your name and company name.

• Your Site Id.

• Your System Number.

• The name of the application you are using.

• The version of the application you are using.

• A brief description of the problem, including any error messages that displayed, and a brief description of what you were doing when you encountered the problem.

You can contact Aspect Customer Support at:

Support Locations Contact Email

North America (except Mexico), Central America, and South America

1- (800) 999-4455 - OR-1-978-952-0669

[email protected]

Mexico +52 55-9171-2001 [email protected]


xxii Aspect Software

Organization of this Guide

This guide consists of the following chapters:

• "About This Guide"—provides information about how to use this guide, how to contact technical support, and how to obtain EnsemblePro training.

• "Chapter 1: Introduction"—describes the log in and log out procedures, explains main menus and commands in the application, and provides an overview for setting up the EnsemblePro environment in a single and multi-company environment.

• "Chapter 2: Director Administration"—describes the modules that make up EnsemblePro and the various components that are involved in configuring an EnsemblePro customer call center environment.

• "Chapter 3: Inbound Service"—provides an overview of the Inbound service and describes how to create, modify, and delete an Inbound service or queue.

• "Chapter 4: CTI Service"—provides an overview of the CTI service and describes how to create, modify, and delete a CTI service or queue.

• "Chapter 5: Outbound Service""—describes how to configure your Outbound services and how to create, modify, and delete an Outbound service or queue.

• "Chapter 6: Chat Service"—describes how to create a Chat service, and how to record and monitor chats.

• "Chapter 7: Email Service"—describes how to create and configure an Email Service and the libraries of Email (queues) that can be assigned to services.

• "Chapter 8: Workflow Service"—describes how to create an automated workflow service that automatically queues, prioritizes, and routes calls to Agents within the contact center.

• "Chapter 9: M3 Service"—describes how to create services using scripts created and developed in the EnsemblePro (M3) Designer application to access information in an organization’s database and receive that information either verbally, using a touch tone phone, or on a PC through the Internet.

Europe (except Germany) and Africa

+(44)(0) 845-6030872 [email protected]

Germany +(49)(0) 1804 668783 [email protected]

Support Locations Contact Email


Aspect Software xxiii

• "Chapter 10: User Admin"—describes how to create and set up new users and how to assign users with levels of access and authorization to use EnsemblePro. It also describes how to set up general security plans to allow access to specific areas of EnsemblePro and service security plans to define the permissions and levels of authorization given to a user for specific services.

• "Chapter 11: System Admin"—provides an overview of the auxiliary functionality of EnsemblePro and describes how to configure the system for integrating these functions. Included in this chapter are procedures for setting up Attention Retainers, Applications, Priorities, Chat Messages, Chat Links, Knowledge Base, Alerts, and Agent Scoring forms.

• "Chapter 12: Voice Mail"—provides an overview of the Voice Mail component and describes how to set up Voice Mail scripts, how to generate and assign mailboxes, and how to route calls through the Voice Mail system.

• "Chapter 13: Numbering Plan"—describes how to set up and manage the EnsemblePro system’s use of communication routes.

• "Chapter 14: Recording Manager"—describes how to set up Landlord (Application Service Provider) and Tenant (customer) recording facilities in EnsemblePro.

• "Chapter 15: Table Admin"—describes how to create call table definitions, import and export call tables, and attach external tables (including SQL tables.) Discusses how to create and use filters to prevent certain records from being dialed.

• "Chapter 16: Disposition Admin"—describes how to define categories for dispositions, how to create disposition codes, and how to define disposition plans for services.

• "Chapter 17: Schedules"—describes the time-related tasks involved in configuring EnsemblePro and how to set holidays, schedules, and time zone groups to access specific numbers at specific times.

• "Chapter 18: Email Admin"—describes how to create Email accounts, attachments, signatures, messages, greetings, and closings.

• "Appendix A"—provides you with lists and definitions of Alert Action and Expression Fields.

• "Appendix B"— defines the Telephony attributes that are set up in EnsemblePro Director when creating a new user.

• "Appendix C"—provides EnsemblePro component setting definitions for service messages, queue types, voice settings, reroute reasons, examples of priorities and describes the value factors associated with priorities, and recording formats and type definitions.

• "Index"—provides an index to this guide.

Related Documents

Documents associated with this guide include:


xxiv Aspect Software

• EnsemblePro Client Applications Installation Guide

• EnsemblePro Database Installation Guide

• EnsemblePro Database Reference Guide

• EnsemblePro DataViews User Guide

• EnsemblePro Enterprise Monitor User Guide

• EnsemblePro External Call Logger Interface Guide

• EnsemblePro Gateway Configurator User Guide

• EnsemblePro Gateway Server Installation Guide

• EnsemblePro Glossary

• EnsemblePro LYRICall Agent User Guide

• EnsemblePro LYRICall Designer User Guide

• EnsemblePro LYRICall Express User Guide

• EnsemblePro M3 Designer User Guide

• EnsemblePro Release Notes

• EnsemblePro Server Applications Installation Guide

• EnsemblePro Server Configurator User Guide


Chapter 1

Introduction

This section provides a basic overview of the Director application. It describes how to log in and log out and explains main menus and commands in the application.

In this section:

• "Director Overview"

• "Log In"

• "Settings Option"

• "List Boxes and Windows"

• "Use of Special Characters"

• "Exit EnsemblePro Director"

Director Overview

The Director application is a key component of the Aspect EnsemblePro system. It is a configuration tool for setting up an Aspect EnsemblePro contact center. Using Director, contact center managers can configure and provision Inbound and Outbound services, Email, Chat, Internet, and fax services.

The Aspect EnsemblePro system provides contact center services in a single company environment or a multi-company environment. In a multi-company environment, an Application Service Provider (ASP) configures and manages services that are shared among several different companies.

Landlord and Tenant RelationshipIn a multi-company environment, components are shared by multiple distinct companies (Tenants) who use the same hardware infrastructure to manage their applications. A Host provider (known as a Landlord in Director) manages the hardware infrastructure and offers multiple Tenants the ability to use the software and corresponding business applications at their own locations. Each

WARNING This release is not compatible with previous versions of Aspect EnsemblePro.


1–2 | Introduction Aspect Software

Tenant has separate and isolated information, applications, users, and data that is not visible to other Tenants.

LandlordIn Director, the owner of the Aspect EnsemblePro system is identified as a Landlord. The Landlord is allowed to read, write, add, modify, and delete access to system components. Additional users (Super Administrators) can be assigned the same Landlord access rights.

TenantTenants typically engage in a contract with the Landlord to share functionality in the Aspect EnsemblePro system. Each Tenant is defined as a separate employer or company and is provided a separate database and directory. Each Tenant database has its own agent list and attributes, applications, workgroups, services, and resources. Services cannot be shared between Tenants.

ApplicationsApplications are set up to represent groups within a single company (one Tenant in the Landlord enterprise system), ensuring that each group is separate and securely isolated from other groups.

An Aspect EnsemblePro agent can be a member of more than one Application but cannot be an agent for more than one Tenant. Tenants can see only the resources (agents) that are assigned to them.

Related Topics:

"Applications"

"Create, Modify, or Delete an Application"



Aspect Software Introduction | 1–3

An example of how the hierarchy of an ASP contact center environment might be configured is represented in the following graphic.

For information on how to monitor customer contact center services and agents in real time, refer to the EnsemblePro Enterprise Monitor User Guide.



Log In

To operate the system, you must be logged in as an authorized user. As an authorized user, you must have a User Identification (User ID) assigned to you. If this is your first time using Director, a default User ID is assigned to you until a unique User ID is created for you.

The Director menu bar provides you with access to windows that allow you to setup and configure an Aspect EnsemblePro contact center environment. It provides you with a simple way to:

• administer your services.

• enter user roles and security information.

• set up system components, such as Alerts, Voice Mail, Applications, and Priorities.

• access and set up database information.

• import and export tables.

• record customer contact calls.

• administer dispositions, set schedules, holidays, and time zones.

• administer Email functionality.

Launch Director

Before launching Director...

• Before attempting to launch the Aspect EnsemblePro Unified Director application, ask your system administrator for your Director Portal IP Address. You will need it for initial login and subsequent logins if is not added to a “Favorites” list after initial login.

• Disable your popup blocker function. If your popup blocker function is enabled, you will not be able to log in or access the Director application.

Proxy server connection...

If your company is running a Proxy Server to regulate internet traffic, you must set up an exception in your internet browser to allow access to the Director application.

1 In the Tools menu of your browser, click Internet Options.

2 Click the Connections tab.

3 In the Local Area Network (LAN) settings, click LAN Settings.

4 If you are using a Proxy Server, the “Use a proxy server for your LAN...” should be checked and the Advanced button enabled.



5 Click Advanced.

6 In the Exceptions area, add the IP string (Director Portal IP Address) that is specific to your site to the exceptions list. (Use the Director Portal IP Address provided by your system administrator for login.) The exceptions list is semi-colon delimited.

7 Click OK on each screen to exit the Tools menu options.

8 Restart your browser.

To launch the Director application: 1 Use the URL address: http://<Director Portal IPAddress>:8180/uddirector/login.jsp to

connect to the Director application. After logging in for the first time, add this link to your internet Favorites folder for quick access in future log ons.

The Aspect EnsemblePro Unified Director log in window opens.

2 Enter your Aspect EnsemblePro Unified Director User Name.

3 Enter your User Password. (The same corporate password used to access your system.)

4 Click Login. The Aspect EnsemblePro Unified Director application main window opens.

Settings Option

In the Director Settings menu, you can obtain the Aspect EnsemblePro Unified Director version information and access Online help information.

AboutThe About option provides Aspect EnsemblePro Unified Director version and licensing information. To display version and licensing information, click Settings > About.

HelpThe Help option provides access to the online help topics. The online help content helps guide you through configuring your EnsemblePro system. To access Help, click Settings > Help.



List Boxes and Windows

When you click to activate a component in Director, a list box opens in almost every instance. The list box displays the existing entries or items in that component.

The list box is blank if you are using the component for the first time or if no prior entries or items were created. From the main list box, you can access the features that allow you to create, modify, view, copy, or delete items in that Director component.

The following example is an Inbound Service List. It displays the services that currently exist in the system and the attributes associated with each service.

By selecting and clicking the column heading in any list box, data is sorted in ascending or descending order.

In windows displaying fields that are designated with an asterisk ( * ), you are required to select an option or enter information. If the field is left blank, the system will prompt you for data.



The following Create CTI Service window is an example of a window requiring input into some of the fields. Other fields (such as the PBX Manufacturer and PBX Model) are automatically populated depending on a previous selection. In this case, the selection made in the PBX Description field automatically populated the PBX Manufacturer and PBX Model fields.

Progress Bar

Do not enter or select information in a window while the Progress Bar is active. Wait until the progress bar activity stops before performing any action such as entering or selecting information, or clicking any command button.



Use of Special Characters

Throughout the Aspect EnsemblePro Unified Director application are a number of fields that require you to enter a unique name. Examples of these fields are: Service Name, User ID Name, and Table Name. When entering this information, the following rules generally apply:

• Use only the characters:

a A through Z (capitalized letters of the alphabet)b a through z (lowercase letters of the alphabet)c 0 through 9 d _ (underscore) The underscore is typically used in place of a space when the

naming requirement denies the use of spaces. For example, when entering a User ID, the name Tony Walters might be entered as T_Walters as spaces are not allowed in a User ID.

e Symbols are allowed when stated.f Typically, an apostrophe ( ‘ ) or double quotation marks ( “ ) are not allowed. In some

instances, both are allowed when stated.

• When generating a query or filter, use of the wild card character * (asterisk) and # (number symbol) are allowed. For example, when initiating a query in the Login ID field on the Create User window.

Exit EnsemblePro Director

1 Click Logout in the Logout menu to end the Director session. When you click Logout, the system prompts you to confirm that you want to end the Director session.

2 Click Close to quit Director.

3 Click Cancel to remain in the application.


Chapter 2

Director Administration

This section describes the modules that make up the Director application and the various components that are involved in configuring an Aspect EnsemblePro system contact center environment. It briefly describes the various administrative services and functions that are configured using the Director application. Additional unique and detailed information is provided in each of the service component sections.

In this section:

• "EnsemblePro System Overview"

• "Defining EnsemblePro Unified Director"

• "Configuring Services and Functions"

EnsemblePro System Overview

In the Aspect EnsemblePro system, all services are created, updated, and managed from the Director desktop. Your contact center managers and directors configure and provision inbound and outbound services, voice mail, email, internet chat and links, and fax services — all from a their desktop using the Director application.

With dynamic provisioning capabilities, an ASP (Landlord), super admin, system administrator, director, or supervisor can make changes to system settings without having to stop and restart the system or service. Agents can be moved without any delay in service as changes take effect in the next contact.

You can have multiple inbound services, multiple M3 services, and multiple outbound services. Within an in-house contact center, a service can represent a single inbound or outbound service, while a service bureau can consider a client an application, and each program related to that application, a service. A service bureau can configure each tenant as a separate application.

A service incorporates everything that relates to your specific dialing strategy. When creating a new service, you have the opportunity to answer some of the following questions:

• What agents will be assigned to the service?

• What dial access rights will the agents have for this service: long distance, local?

• How will the calls be routed for this service: based on agent skill level, longest idle agent, or by terminal or circular order?

• What will the hours of operation be for this service?


2–2 | Director Administration Aspect Software

• How will my outbound calls be dialed: in a predictive dialing mode, automatic, preview, or manual?

• What should my dial to agent ratio be during an outbound automatic dial service?

• Will this service end calls with dispositions? If so, what disposition plan will I assign to this service?

• Should I use attention retainers in a specific inbound service? If so, will the messages be mandatory or optional?

Defining EnsemblePro Unified Director

The Director application is comprised of a series of modules containing components that are used to configure, manage, and maintain an EnsemblePro system.

Director allows you to set up customer contact through the use of a telephone or internet connection. By providing the ability for direct telephone contact, voice-over internet protocol (VoIP), touch tone phone, electronic mail, and chat link functionality, you can communicate with your customers in a variety of ways.

The Services Admin module is used to customize the dialing strategies for outbound calls, or a call handling strategy for inbound calls that meets your contact center needs and requirements. This module contains a series of windows that allow you to enter and select the parameters you want to assign to a particular service in your contact center.

Prior to using the Services module, you must first set up an Application within Director in which to assign these services. An Application is your company category identification or hierarchy. See the "Hierarchy" section for detailed information on hierarchies. Refer to "Applications" for instructions on how to create an Application in the System Admin module.

Process FlowIn addition to the Application, you might first want to create the auxiliary functions that are used in configuring a service. Although you are given the option to create some of these functions while configuring your service, creating them in advance allows you to focus primarily on the building of your service. The following illustration displays the functions and a sequence for developing the

NOTE The following components are not supported in EnsemblePro 6.0, EnsemblePro 6.0.1, and EnsemblePro 6.1:

• Chat

• Email

• Knowledge Base


Aspect Software Defining EnsemblePro Unified Director | 2–3

auxiliary functions. (It is not necessary to follow the sequence in which the functions are presented in this graphic.)

Hierarchy Developing a hierarchy or structure for your Director application is mandatory. It provides a way of categorizing your service and workgroup information for the specific retrieval of agents, records, recordings, and reports data.

An “Application” serves as a basis for developing the hierarchy. It consists of a broad or high-level category identification as shown in the following example. An application must be established before a service is created. Each service (also mandatory) must be assigned to an application. Although a single application can have multiple services, a service can belong to only one application.



Workgroups are optional, and can also be part of a particular service with dedicated agents. Although workgroups follow services in this hierarchy, they are not created directly under a service. Instead, they are created as independent entities and agents are assigned to them. An agent can belong to only one workgroup at a time.

Service Admin ModuleThe Service Admin module is used to configure all services. The following service components are available in this module:

• Inbound Service—enables you to route incoming calls to the appropriate agents for optimal call handling and resolution. The system is configured based on the type of call, the skill of the agents, and the schedule of the services.

NOTE • Workgroups are used in the Aspect EnsemblePro product for grouping and reporting purposes only.

• Refer to the "User Admin Overview" section for more detailed information about creating agents and workgroups.



• CTI Service—enables you to link computer systems to the telephone switches that provide features such as power dialing, the automatic routing of incoming calls to an appropriate agent, and the automatic display on the agent desktop of contact account information before the call is answered.

• Outbound Service—enables you to configure a dialing strategy to route outbound calls to the appropriate agents for optimal call handling and resolution. This routing service is based on the type of call, the skill of the agents, and the service schedules.

• Chat Service—enables agents and supervisors to communicate with customers using the Internet.

• Email Service—enables agents and supervisors to communicate with customers using incoming and outgoing electronic mail.

• Workflow Service—enables you to set inbound work tasks to automatically queue, prioritize, and route calls to agents within the contact center.

• M3 Service—enables you to set up access to information in the database of an organization and receive that information either verbally, using a touch tone phone, or by internet. It makes the best use of a customer's time in a queue by providing information and processing routine requests using scripts created in the Aspect EnsemblePro (M3) Designer application.

User Admin ModuleThe User Admin module helps you set up your Aspect EnsemblePro system users.

• Users—enables you to set up user profiles by entering information about the user (agent or director or both.) Each profile stores demographic information about the user.

• Workgroups—enables you to create workgroups, which are an assembly of agents with a common or related attribute. For example, a workgroup might contain all agents who work a common shift or a group of agents with the same skills.

• Skills—enables you to set up skills that refer to a specific “talent” or proficiency of an agent, such as knowledge of a second language or training in a specific field.

• Agent Status Reasons—enables you to set up agent activities that display on the agent desktop when an agent attempts to place his or her system in the Not Ready state or tries to log out of the system. These reasons are optional and are only used to help track agent activity.

• Service Security Plans—enables you to set up the level of access and authorization assigned to directors for a specific service. Service Security plans serve as a pattern or reference and eliminates the need to set up individual access levels each time a new director or supervisor enters or changes roles within the contact center.

• General Security Plans—enables you to set up the levels of access and authorization that are given to a director to view, create, modify, and delete information within the EnsemblePro system, For example, view only authorization to access lists, tables, DataViews, recordings, and services might be given to a quality assurance user in EnsemblePro.



System Admin ModuleThe System Admin module helps you configure auxiliary functions such as attention retainers, applications, priorities, chat messages, and so forth.

• Attention Retainers—refer to a set of messages (sequences) that are played for callers while they wait in a queue.

• Applications—represent the main category under which services are created.

• Priorities—are used to determine which contact is answered first, based on the number of agents available.

• Chat Messages—are messages created to attract the customer, formally address another customer, or to engage the customer while they are waiting.

• Chat Links—enables the agent to connect the chat message to a specific Universal Resource Locator (URL)

• Knowledge Base—represents the dictionary of the system. It is an information repository that agents use for gathering information to assist with customer queries. It stores information for FAQs, agent keywords, email auto-response, and Natural Language Processing (NLP)

• Alerts—informs you of current system problems. Alert notifications can also be sent advising a supervisor that a set “Threshold”, based on selected statistics within a service, has been met or exceeded.

• Voice Mail—provides all the standard Voice Mail features, such as the ability to send and receive messages from a telephone as well as EnsemblePro features specifically designed for Voice Mail capabilities within a contact center.

• Numbering Plan—enables you to manage the EnsemblePro system use of communication routes. In the Numbering Plan component, you define valid digits and dial strings for use by the Gateway server. The Numbering Plan also defines all valid DNIS (Dialed Number Identification Service) and DID (Direct Inward Dialing), Analog and Broadband Station numbers.

• Recording Manager—enables you to record, play, archive, delete, and restore contact calls and screen captures. (The exceptions are system messages, such as attention retainer sequences and whisper messages.)

• Agent Scoring—enables you to rate and score the performance of an agent based on the defined rating criteria for your company.

Table Admin ModuleThe Table Admin helps you configure and maintain your database tables.

• Table Definitions—enables you to define the layout of your call tables so that the EnsemblePro system can recognize the imported fields, including the contents of each field, and the location of specific items, such as telephone numbers.

• Tables—enables you to select the call table and view it before it is used or printed.



• Import/Export—enables you to import or export a call table on demand, schedule a table for import or export, define input and output locations, export a table in XML and spreadsheet formats, or Import and export a table to a text file or to an external database using Open DataBase Connectivity (ODBC).

• Filters—enables you to create filters to dial or redial a table while excluding specific information (records.) For example, a filter can be applied to a call table to select a subset of the records within a table to dial in a specific outbound service.

• Automatic Number Identification (ANI) Import Definitions—are lists of abandoned contacts that are extracted from a database and grouped in tables.

• Outbound Feed Applications—enables you to control the numbers called and feed them to the EnsemblePro system, or the CenterCord.

• Dial Orders—enables you to handle multiple telephone numbers per customer record by setting the dial order at the time zone level.

• Call Data Definitions—enables you to define custom views of the data for the pop-up window on the agent desktop when a contact is received.

• Call Data Definitions (CDD) Reserved Words—are the parameters that hold the necessary information for each table that is created.

• Distribution Lists Import Defs— enables you to define the layout of your distribution list so that the EnsemblePro application can recognize the fields to import.

• Distribution Lists—enables you to create lists that store the information that the system needs to run outbound services, such as customer names, Email addresses, and phone numbers. Distribution lists can be imported and exported as tables.

• Exclusion Manager— enables you to exclude records at the system level from being dialed if the records appear in the exclusion lists (Do Not Call lists).

Disposition Admin ModuleThe Disposition Admin module helps you set up and maintain dispositions.

• Disposition Classes—enables you to creates an overall category under which dispositions are created.

• Dispositions—enables you to create the outcomes (dispositions) of an Inbound, CTI, Outbound, Chat, Email or M3 contact call.

• Disposition Plans—enables you to create disposition codes that are grouped together in a “set” and assigned to a service.



Schedules ModuleThe Schedules module helps you configure schedules, holidays, and time zones.

• Holidays—enables you to create holiday schedules to assign to services.

• Service Schedules—enables you to set the hours in which a service or multiple services are active.

• Time Zone Groups—enables you to define a set of time zones that are applied to a specific service.

• North American Numbering Plan (NANP)—enables you to add and delete custom exchanges, modify existing exchanges (custom or provided), and to download the latest NANP data.

Email Admin ModuleThe Email Admin module helps you configure all settings relating to all EnsemblePro Email functions.

• Email Accounts—enables you to view and manage Email accounts created in the system.

• Email Messages—enables you to view and modify predefined Email messages.

• Email Attachments—enables you to view and manage attachments, in and out of the system.

• Email Signatures—enables you to view Email signatures created in the system.

• Email Greetings—enables you to create, modify, and delete greetings in your Email Services.

• Email Closings—enables you to create, modify, and delete closings in your Email Services.

• Queues—enables you to view and modify Email account queues.

Settings ModuleThe Settings module provides you with version information about the EnsemblePro application and provides you with an entry into the Director online Help file.

• About— provides the version information of the application.

• Help—provides you with an entry into instructional information that guides you through the configuration process.


Aspect Software Configuring Services and Functions | 2–9

Configuring Services and Functions

The configuration process for setting up Services and other functions in Director is completed using a series of tabs. In some instances, the tabs are similar from service to service or functionality. For example, you will see a General tab when configuring most of the services. Although some tabs are similar, the information you enter into the tab might vary from service to service. Some tabs are unique to a single service or functionality.

Functional specialities such as Scheduling, Email Admin, Disposition Admin, and others do not use tabs. The configuration interface is simple and straightforward. In some areas, the same information is automatically populated as default settings that eliminate the need to enter the same information in more than one area.

Service Admin TabsThe following list provides a name, a brief description of the type of information on each tab, and the Service (in parenthesis) in which it appears.

• Agent Queue —adds or removes queues of agents or workgroups based on matching skillsets to and from a service. Options are provided to select the queue type, such as circular, terminal, skilled based, and longest idle. (Email)

• Agent Settings—configures settings to define the functions that are available on the agent desktop when the agent is logged in to a service. (Inbound, CTI, Outbound, Chat, Email, and Workflow)

• Answer Profile—enables you to route or reroute calls from one service to another based on predefined criteria. (Inbound, CTI, Workflow, and M3)

• Answer Wizard —selects the Knowledge Base Catalog associated with the service. (Email)

• Attention Retainers—adds attention retainers, such as Active, Holiday, Queue Max Time, and others to the Service. (Chat)

• Audio—enables you to select audio properties for service attention retainers, rerouting attention retainers, whisper messages, and music source. (Inbound)

• Chat Profile—enables for rerouting calls from one service to another service. (Chat)

• Collaboration—enables you to set up Internet collaboration details, such as agent led Drag and Drop, Allow Customer to Push to Agent, and agent and customer URLs. (Chat)

• Dial Profile—enables you to define the properties of the dialer, such as dial mode, preview, time-out, agent ratio, maximum callback days, and others. (Outbound)

• Dispositions—assigns a disposition plan to the service. (Inbound, CTI, Outbound, Chat, Email, Workflow and M3)



• General—sets up a service by entering general information such as service name, description, application, priority template, static priority, language, service message and an option to disable the service. The General tab is usually the default tab that appears when you create a new service. (Inbound, CTI, Outbound, Chat, Email, Workflow, and M3)

• Inbound Reply—defines agent selectable Email, attachments, greetings, and closings for each queue. (Email)

• Inbound—configures settings for incoming Email, such as enabling group Emails in a queue from the same sender and delivering all of them to the same agent. (Email)

• Knowledge Base—enables you to assign categories to services to facilitate customer queries in the knowledge repository that agents use to gather information. (Inbound, CTI, Outbound, and Chat)

• M3 Servers—selects the servers to execute the M3 scripts. (M3)

• Media Servers—selects the media servers to assign to a Service. (Chat3)

• Outbound—configures a reroute setting to a Route Type in an email service where the destination is a mail Queue. (Email)

• Outbound Tables— enables you to assign call tables to your new service. (Outbound)

• Queue—enables you to add or remove agents or workgroups from a service based on matching skillsets. This is an optional feature. A required option on this tab enables you to select a queue type, such as Circular, Terminal, skilled-based and longest idle. (Inbound, CTI, Outbound, Chat, and Workflow)

• Queues—enables you to select the queue addresses assigned to the service. (Email)

• Recording—enables you to select the recording properties for calls to a service. (Inbound, CTI, Outbound)

• Schedule—assigns a schedule to the service. (Inbound, Outbound, Chat, Email, M3, and Workflow)

• Skills—defines skillsets and skill levels required for the service. Once skills are assigned, calls can be routed to the agents assigned to this service based on their skill weights and how they match up to the skill level requirements of the service. (Inbound, CTI, Outbound, Chat, Email, and Workflow)

User Admin TabsEach of the following tabs belong to the General Security Plan component and provide user access and privilege settings such as view, create, modify, delete, and other settings unique to the component. Refer to "General Security Plan" for detailed descriptions of the tabs.

• Lists—contains the options that allow you to assign privileges to Create, Modify, Delete, Export and View lists such as, Agent Status Reasons List, Applications List, Email List, Holidays List, and Time Zones List.



• Users—contains the options that allow you to assign privileges to Create, Modify, Delete, and View users and workgroups and to assign or detach a user role and Center Director role.

• Tables—contains the options that allow you to set certain privileges related to tables (for example, Outbound tables, ANI tables, and Table Definitions). If all check boxes are selected, the user can access all of the options in the Tables main window (for example, Import, Export, Merge, and Delete).

• Exc Man (Exclusion Manager)—contains the options related to assigning privileges to Create, Modify, Delete, Export and View exclusions.

• DataViews—contains the options related to assigning privileges to Create, Modify, Delete, Export, and View the EnsemblePro DataViews reports and cubes, and the ability to see reports and cubes across the enterprise (Enterprise Permission).

• Rec Man (Recording Manager)—contains the options to play, modify, backup, delete, and restore recording calls and create, modify, delete, and view recording classes, storage machines, stores, tasks, search, catalogs and consoles.

• Voice Mail—contains the options to view, add, modify, delete, and add Voice Mail in system global settings, groups, mailboxes, and messages. It also contains the option to allow privileges for changing a mailbox PIN.

• Services Creation—contains the options to access the services available in the system (for example, Outbound, CTI, Inbound, Chat, Email, Workflow, and M3).

• Alerts—contains the options to access and Create, Modify, Delete, View, and Acknowledge an alert.

• Ent Mon (Enterprise Monitor)—contains the option to access and view the Enterprise Monitor.

• Num Plan (Numbering Plan)—contains the options to view, delete, modify, and add new numbering plan specifications.

System Admin TabsThe following list provides the name on the System Admin tab, a brief description of the information on each tab, and the EnsemblePro component in which it appears. Depending on your assigned access authorization and privileges, certain tabs might not be available to you.

• Actions—enables you to set up the parameters for creating a custom alert. (Alert Manager)

• Alert Info—enables you to set a schedule and mode for sending a custom alert. (Alert Manager)

• Answer Templates—enables you to create a new answer template. (Agent Scoring)

• Application—enables you to display and acknowledge Alert messages. (Alerts)

• Cache—enables you to set parameters to define how long a cached recording remains on the Gateway. (Recording Manager)

• Candidate Questions—enables you to integrate candidate questions into the Knowledge Base. (Knowledge Base)



• Call Data—enables you to set a unique identifier on a per system basis for each contact instance. (Recording Manager)

• Catalogs—enables you to assign unique identifying information to recordings. (Recording Manager)

• Chat—enables you to add a message to chat Attention Retainer. (Attention Retainers)

• Classes—enables you to group and classify similar recordings. (Recording Manager)

• Console—enables you to monitor and manage Recording Manager activities. (Recording Manager)

• Definition—enables you to define the parameters for setting up and scheduling specific tasks (such as moving, copying, or purging) related to your recordings. (Recording Manager)

• Destination—enables you to define parameters for copying recordings to a different destination as well as defining specifications such as affixing anti-tamper rule, or converting to a different database. (Recording Manager)

• External Reroute—fields in this tab are enabled when External is selected in the Inbound Route Type of the General Tab. (Numbering Plan)

• Forwarding Options—enables you to set up forwarding of recordings to mailboxes, email, or to a group email. (Voice Mail)

• General—enables you to specify general information about a routing type (such as DNIS range and Routing Type) and its associated Resource group. (Numbering Plan)

• Greetings—enables you to play, administer or delete a voice recording. (Voice Mail)

• Group Administration—enables you to create Voice Mail Groups. There is no limit on the number of mailboxes that can be included as members of a group. Voice Mail messages may be created, copied, and forwarded to any number of groups. (Voice Mail)

• Landlord—enables you to define storage locations to remove recorded data from the originating server to other defined storage locations. (Recording Manager)

• Mailbox Administration— enables you to create, delete, undelete, purge, and set a start and end range. (Voice Mail)

• Mailbox Properties—enables you to set parameters for message size, notify interval, bits, encoding, description, operator extension, sort order, sampling rate, and file type. (Voice Mail)

• More—enables you to return specific recordings in a query. For example, return all records that have been modified, or return all records that have not been modified. (Recording Manager)

• Notification Options— enables you to assign a recording notification, dial string and dial code to the recording. (Voice Mail)

• Optional—enables you to specify a particular category search for records. (Recording Manager)

• Owner Information—enables you to enter optional user information, such as the user employee number or cell phone number. (Voice Mail)



• Questions—enables you to create a new question and answer for the Knowledge Base. (Knowledge Base)

• Recordings—enables you to set up queries to search for recordings and screen captures. (Recording Manager)

• Search Criteria—enables you to set up filters to search your database to find previously recorded calls. A filter is created and attached to a task that enables you to search and return specific records. (Recording Manager)

• Servers—enables you to create and assign servers for your recordings and screen captures. (Recording Manager)

• Scoring Forms—enables you to create and define a new scoring form. (Agent Scoring)

• Source—enables you to define the parameters for specifying filters and the source recording store for the task defined on the Definition tab. (Recording Manager)

• Stores—enables you to set up storage machines to store the Tenant recording data. (Recording Manager)

• System—enables you to display and acknowledge customized Alert information. (Alerts)

• System Globals—enables you to enable or disable Voice Mail, set a message size, set time limits for the amount of time a message remains in the system, set a day to automatically delete messages, establish greeting message size, notify of retry count, establish maximum number of digits per mailbox ID, and set mailbox defaults. (Voice Mail)

• Tasks—enables you to configure tasks related to recordings, such as moving all voice recordings at a specified time interval to a specific destination. (Recording Manager)

• User 1 to 10—enables you to assign Call Data Definition User defined data fields to your query. (Recording Mgr)

• User 11 to 20—enables you to assign up to 20 Call Data Definition User defined data fields to your query. (Recording Mgr)

• User Reroute—enabled when a DID is selected as the Inbound Route Type in the General Tab. (Numbering Plan)

• Voice—enables you to add a message to voice Attention Retainer. (Attention Retainers)

• Voice Mail— enables you to search for recordings by mailbox identifier or mailbox group. (Recording Manager)

Table Admin TabsThe following list provides the tab name, a brief description of the information on each Table Admin tab, and the EnsemblePro component in which it appears.

• Import Structure—enables you to configure an import for specific field data and includes the field name, import length, data type, field size, and other attributes. (Table Definitions, Distributed Lists Import Defs)



• Field Mappings—enables you to select the fields for table definitions that contain telephone numbers, the customer name, and how the customer name appears (as one field containing the full name of a customer or two separate fields with a first name field and last name field.) (Table Definitions)

• Field Mappings—enables you to select an email address to associate with the distributed list import definition. (Distributed Lists Import Defs)

• Time Zone Mapping—enables you to define a time zone for the tables you are creating. (Table Definitions)

• The following tabs are provided in the Import/Export Tool to allow you to set parameters for importing and exporting tables.

• Import—sets the parameters for importing tables.

• Export —sets the parameters for exporting tables.

• Trickle—sets the parameters to attach records to a table that is actively dialing.

• Exclusion Imports—sets the parameters to prevent exclusion records from importing.

• Exclusion Exports—sets the parameters to prevent exclusion records from exporting.

• Tasks —sets the parameters to view lists containing the scheduled time, status, and details of scheduled imports/exports.


Aspect Software Inbound Service Overview | 3–1

Chapter 3

Inbound Service

This section provides an overview of the Inbound service and describes how to create, modify, and delete an Inbound service.

In this section:

• "Inbound Service Overview"

• "Create, Modify, or Delete an Inbound Service"

• "General Tab (Inbound Service)"

• "Skills Tab (Inbound Service)"

• "Queue Tab (Inbound Service)"

• "Agent Settings Tab (Inbound Service)"

• "Answer Profile Tab (Inbound Service)"

• "Dispositions Tab (Inbound Service)"

• "Schedule Tab (Inbound Service)"

• "Audio Tab (Inbound Service)"

• "Recording Tab (Inbound Service)"

• "Knowledge Base Tab (Inbound Service)"

Inbound Service Overview

An Inbound service is determined by customer business needs. When creating an Inbound service, schedules (hours of operations), agents (skillsets required to handle incoming calls), dispositions (what was the final outcome of a call), and priorities (the order in which calls are answered) are just some of the considerations that are addressed when configuring an Inbound service.

An Automated Call Distributor (ACD) is the Inbound service used to route calls to the appropriate agents for optimal call handling and resolution. With the ACD, Inbound calls are automatically queued, prioritized, and routed to agents within the contact center.

A customer might choose to configure one or several Inbound services depending on the type of call, the skills of the agents, and the service schedule.


3–2 | Inbound Service Aspect Software

Create, Modify, or Delete an Inbound Service

Creating an Inbound service is similar to creating an Outbound, CTI, Chat, Email, or Workflow service. A series of tabs are used to configure specific settings for the service. Many of the tabs used to create other services contain similar information, such as service name and Id, agent skill levels, priorities, and Telephony Bar features. Other tabs require information that is specific to an Inbound service, such as the Audio tab.

1 In the Director menu, click Service Admin > Inbound

The Inbound Service List main window opens.

The Inbound Service List window displays the service Id, the name of the service, its priority, the number of agents assigned to the service, the agent queue type, the present status, whether the service is enabled or disabled, and the service schedule. Click on any column heading to change the display to ascending or descending order.

2 Click Create to create a new Inbound service. The Create Inbound window opens. The properties of an Inbound service are defined through a series of tabs similar to those in other areas of the system. The General tab is the default tab. Refer to "General Tab (Inbound Service)" for detailed information on this tab.

To Modify an Inbound service:

1 Select the Service you want to modify and click Modify

2 Do not click Save until you have finished making your changes in each tab or the Modify Inbound window will close.


Aspect Software Create, Modify, or Delete an Inbound Service | 3–3

To Delete an Inbound service:

1 Select the Service you want to delete and click Delete, The system prompts you to confirm the deletion.

2 Click Yes to accept the deletion.

3 Click No to disregard the command.

To Copy and Rename an Inbound service:

1 Select the Service you want to copy and click Copy. All data is copied except the fields that are restricted to that specific service (for example, Name, Short Description, and Mail Box Range fields.)

2 Rename and Adjust the parameters in each of the tab windows, if necessary.

3 Click Save and return to the Inbound Service List. The service you copied and renamed appears in the list.



General Tab (Inbound Service)

Service Admin > Inbound > Create > General tab

The General tab enables you to enter basic information about the Inbound service. The properties of an Inbound service are defined in a set of tabs that are similar to those in other service areas of the system. The General tab is the default tab.

1 Enter a Name for the service (maximum of 80 characters).

NOTE • A service Name can contain the characters A - Z, a - z, 0 - 9, and underscores ( _ ). (For examples, Inbound1, international_inbound, or Inbound_B_1)

• Symbols, spaces, and quotes (single and double quotes) are not allowed. An underscore can be used in place of a space

• Once the original service name is deleted from the system, the same name can be reused for a new service.


Aspect Software Skills Tab (Inbound Service) | 3–5

2 Enter a Short Description (maximum of 6 characters), The system requires a short description of the service Name. The short description describes the service when it is monitored in the Enterprise Monitor screen.

3 Select an Application from the drop down list or click Edit Application to create a new application. Prior to configuring a service, you must first set up an Application in which to assign the service. An Application is your company category identification or hierarchy. See "Hierarchy" for detailed information on hierarchies. Refer to "Applications" for instructions on how to create an Application.

4 Select a Priority Template or click Edit Priority Template to create a new template. The Priority Template is used to determine the order in which the call is answered if the static priorities of two or more services are the same. A Static Priority is an assigned rating for calls based on order of importance. For detailed information about creating priority templates, refer to "Priorities".

5 Select a Static Priority level (0 to 10). The service with the lowest Static Priority is routed first. This places the emphasis on routing the higher priority calls in the event an agent is assigned to more than one service. It allows the higher priority calls to take precedence over some calls that might already be waiting on the system.

6 Select a Language.

7 Select the Service Message. This Service Message is used for remote monitoring of the Service. When dialing in remotely, the system prompts the caller to select between listening to a service list or entering a specific service ID. If the service list is chosen, the script plays the service message for the caller.

8 Select the Outbound Service ID. If the Inbound contact requests a scheduled callback, the request is added to this selected Outbound Service ID.

9 Select the Disable this Service option at the bottom of the window to turn off the service. A service might be disabled due to incomplete information that prevents the service from performing properly or a service might disabled when the service is completed. All agents are logged out of the disabled service and all calls are rerouted to a different number or specific message. Aspect recommends not disabling a service unless absolutely necessary.

10 Click Save.

Skills Tab (Inbound Service)

Service Admin > Inbound > Create > Skills tab

The Skills tab enables you to define what skills (if any) are required by a service. Only skills that were created earlier are available in this tab. Once skills are assigned, calls can be routed to the



agents assigned to this service based on their skill weights and how they match up to the skill level requirements of the service.

To perform skills-based routing, the system compares the skill weight required for the service with the skill weight of the agent. Director then provides a numerical calculation and assigns the contact to the agents based on their ability to meet the skill level requirements for this service. Idle agents with the higher weights are the first to receive calls for the service when skills- based routing is used. They are followed by the agents with minimal or non-matching skill levels. For more information on skills-based routing, refer to "Queue Tab (Inbound Service)".

1 From the All Skills list, select the skill you want to add to the service.

2 Click the down arrow to move the skill to the Skills for this Service list.

3 Repeat this procedure for each skill you want to add.

4 To remove a skill from the service, select the skill and click the up arrow to move the skill back into the All Skills list.

NOTE Assigning skills is optional.

See "Creating Skills" for detailed information about creating skills and skills-based routing.



5 Click Edit Skills to create, modify, or delete skills. The Skills List window opens.

6 Click Create to create a new skill.



The Create Skill window opens.

7 Enter a unique Skill name.

8 Enter Level Names and assign a level of importance to each of the Level Names skills.

9 Click and drag the Weight Bar in Weight for Selected Skill to the location level you want. A Low weighting signifies the skill is not of critical importance. A High weighting means the skill is very important and critical to the service.

10 Repeat these steps for each Level Name entered to which you want to assign a level of importance.

11 Change the order of Level Names by using the activated up and down arrows.

12 Click Save



As you repeat this procedure for each skill, notice the pie chart changes based on the importance of the skill to the service.

To Modify a Level Name:

1 Select the skill in the Skills List and click Modify. The Modify Skill window opens.

2 Select the Level Name to modify.

3 Enter changes for the Level Name or Weighting.

4 Click Save.

To Insert a New Level Name:

1 Select the Level Name that you want to appear above the Level Name you are creating. Selecting the Level Name activates the Insert and Delete buttons.

2 Click Insert. A new entry field is added.

3 Insert a new Level Name.

4 Click and drag the weight bar to establish a weighting.

5 Click Save.



To Delete a Level Name:

1 Select the Level Name.

2 Click Delete.

3 Click Save.

Queue Tab (Inbound Service)

Service Admin > Inbound > Create > Queue tab

The Queue tab enables you to add or remove agents and workgroups from a service. A director has the ability to assign or remove not just single agents, but groups of agents (workgroups) to and from a service.

1 Select Match Skills to select the agents and workgroups that match all of the skills that were selected in the Skills tab. Refer to "Skills Tab (Inbound Service)" for more information on the Skills tab. The agent or workgroup must possess all of the skills listed in the Skills


Aspect Software Queue Tab (Inbound Service) | 3–11

for this Service list. If there are no agents with all of the skillsets, the Available Agents list is blank.

2 Select workgroups from the Available Agents list to add all of the Agents that belong to the selected workgroup.

3 Click Others to see all of the agents and workgroups.

4 Click the arrow pointing right to move the agents and workgroups from the Available Agent list to the Service Queue list.

5 To move all of the agents and workgroups at once, click the double arrows pointing right.

a If you move a workgroup from the Available Agent list to the Service Queue list, all of the current members of that workgroup will move with the workgroup to the Service Queue list.

b If an agent is moved to the Service Queue list, the workgroup that agent belongs to is also moved to the Service Queue list. The presence of a workgroup in the Service Queue list indicates that at least one of the agents from that workgroup is assigned to the service.

c If a workgroup (or all of the agents that belong to a workgroup) is moved from the Available Agents list to the Service Queue list, the workgroup no longer appears in the Available Agents list.

d You can move a workgroup to the Service Queue list even if some of the agents that belong to the workgroup already appear in the Service Queue list.

e If you move one agent from the Service Queue list back to the Available Agents list, the workgroup that the agent belongs to also appears in the Available Agents list.

*Not all agents in the Workgroup are assigned to the Service. If one or more individual agents from different workgroups are moved to the Service Queue, a separate row entry automatically appears in the Workgroup column designating the workgroup of the agents. This signifies that not all of the agents have been selected from the workgroup. It also enables you to select the Workgroup row entry to enable the Automatic Recording option at one time for all of the agents assigned to the service from that workgroup.

In the following example, 3 agents were selected from 3 different workgroups (Default, Inbound Sales, and Inbound/Outbound Sales.) Agent doc005 is the only agent from the Inbound/Outbound Sales Workgroup selected for this service (notice the row entry for Inbound/ Outbound Sales has an asterisk symbol.) To set up the Automatic Recording option for the agents in the Default Workgroup (doc001 and doc002), select the Default entry row (<Default>) and enable "Automatic Recording". As there is only one agent assigned to the Inbound Sales Workgroup, this workgroup does not need an asterisk symbol.

NOTE • You can select more than one agent and workgroup by clicking an agent or workgroup in the Available Agents list and holding down the Ctrl key while you select other agents and workgroups.

• If you select workgroups rather than individual agents to assign to a service, it enables a director to manipulate all of the agents within the workgroup rather than individually within a service.



6 Sort agents in ascending or descending order in the Available Agents list by clicking on the appropriate column heading (by User Id, Skill Weight, or Workgroup).

7 Remove agents and workgroups by selecting the agents and workgroups and clicking the arrow pointing left.

8 Click the double arrow pointing left to move all of the agents and workgroups back to the Available Agents list at the same time.

9 Move the agents up and down the Service Queue list by clicking the arrows at the bottom of the list. Select an agent in Circular or Terminal routing to activate the arrows. Moving your best agent to the top of the list guarantees that they will receive the first contact if they are available.

10 Select the Queue Type.

Queue Type is the method of routing calls to the agents and workgroups. If you select Circular or Terminal routing, you can move agents up and down the list by clicking the arrows at the bottom of the Service Queue list. Move your best agent to the top of the list to guarantee that they will receive the first call in Circular and the first call in Terminal routing if they are available.

See "Queue Types" for a description of routing methods.

11 Select Automatic Recording to set the system to automatically record all Inbound contact calls.

12 Click Save.


Aspect Software Agent Settings Tab (Inbound Service) | 3–13

Agent Settings Tab (Inbound Service)

Service Admin > Inbound > Create > Agent Settings tab

In this tab, define the functions that are available on the agent desktop when the agent is handling a call from the service. The service rights assigned in this tab take precedence over individual agent rights. When an agent is active on a call for the service, the agent can only perform those tasks allowed by the service, regardless of the standard access rights o the agent. When the call is completed and dispositioned, the agent settings revert back to the default telephony settings.

1 Enter the Script Startup Command Line.

The script startup command line directs the EnsemblePro system to launch a specific application each time an agent logs in, if they are assigned to that service. Script startup command lines most often represent the path to a secondary application that the agent uses when taking calls for the service. The command line (path) to the file must be consistent on each agent station for the secondary application to open when each agent logs into the service.

For example, if a secondary application was Microsoft® Excel, the command line might read:

C:\Program Files\Microsoft Office\Office 10\Excel.exe



2 In the Voice section, select the options next to the telephony features that an agent can access when accepting calls for the service. The selected options display on the agent or director desktop. See "Voice Settings" for detailed descriptions on all voice setting options.

3 In the Call Data section, select a call data definition from the Definition drop down list. The Call Data window is a pop-up window that opens on the agent desktop each time the agent receives a call. It contains information related to the incoming call (for example, the contact name and address).

4 Click Edit Definition to create a new definition or modify an existing definition. For information or assistance about creating or editing a Call Data Definition, see "Create, Modify, or Delete a Call Data Definition".

5 Select Save Call Data to save the call data. The saved call data is the information that displays when a recording is retrieved for play back.

NOTE Do not change the Call Data Definition while a service is active. The results are undefined and might cause an error.

See "Call Data Definitions" for detailed information on call data definitions.


Aspect Software Answer Profile Tab (Inbound Service) | 3–15

6 Select Dialog Display to enable the Call Data window and enter the Max Duration (amount of time in seconds) that you want the Call Data window to display on the agent desktop.

7 In the Internal Transfer section, select the respective options to provide agents with the right to transfer calls to other services, agents, or directors.

8 Select Require Disposition in the Wrap/Disposition section when a disposition is required by the service.

9 Enter the maximum amount of time in the Wrap Warning Delay that will elapse before agents are warned that they have exceeded the allotted time to choose a disposition. The Wrap Warning Delay function specifies the amount of time (in seconds) that will elapse before the agent is prepared to accept another call.

10 If no disposition is required by the service, you can define a maximum amount of time allowed to wrap, by selecting Wrap > Required. In the Wrap Warning Display, enter the time (in seconds) that is allowed between calls.

11 Enter the maximum amount of time in No Disp Max Wrap to set the time (in seconds) after which the system displays the “Wrap Time Exceeded” warning to the agent.

12 Select Wrap > Optional, if the allotted Wrap time is not mandatory. It enables the agent to move directly to the Next Call option. The Wrap Warning Delay and No Disp Max Wrap options are enabled and values can be entered in both options.

13 Select Wrap > None if a Wrap time is not defined. The Wrap Warning Delay and No Disp Max Wrap options are disabled.

14 The Enable Next Call Button option enables the agent to use the Next Call option. It is automatically selected when the Require Disposition, Wrap Required and Wrap Optional options are selected. It is not enabled with the None option.

15 Click Save.

Answer Profile Tab (Inbound Service)

Service Admin > Inbound > Create > Answer Profile tab

This tab enables you to reroute Inbound calls from one Inbound service to another Inbound service, to an M3 service, to an external location, or to an agent if:

• callers are being held in queue beyond the threshold values established for maximum length of time in queue and maximum number of calls on hold.

• the service is active and there are no agents logged into it or all agents are on break.

• the service is inactive or disabled, or when calls are received outside of the defined service schedule.

• a holiday falls within the defined service schedule.



Service goals are set on this tab that establish customized control on rerouting calls, such as setting thresholds for a target number of calls in queue and a target length of wait time before calls are rerouted.These settings are also used in conjunction with Priority Template settings to establish a priority value. Refer to "Priorities" for more information about priority settings

1 Select the Mail Box Range from the drop down list. The mailbox number for the service automatically appears in the Number field once you make your selection. This mailbox is where messages are captured.

Predefined Reasons appear in the ReRoutes section of this tab (Unmanned, Inactive/Disabled, Holiday, Queue Max Length, and Queue Max Time.) See "Reroute Reasons" for a detailed description of each reason.

2 Select a Reason from the ReRoutes Reason list. If you selected either Queue Max Length or Queue Max Time, the Threshold option is enabled.

3 Enter the Threshold value for the Queue Max Length or Queue Max Time selections.

NOTE As you enter the reroute information for every reason selected, it is displayed in the ReRoutes list.


Aspect Software Answer Profile Tab (Inbound Service) | 3–17

4 Select a Route Type. A Route Type can be a service (Inbound or M3 service), an external location (External) or an agent (User).

5 Select the Destination. The Destination drop down list is based on the specific data of the selected Route Type. For example, if you selected M3 from the Route Type drop down list, then only M3 services would display in the Destination drop down list.

6 The Call Answer Delay section enables you to wait a specific amount of time (in seconds) before answering calls or to play a busy signal after a certain number of calls are already waiting in the queue. For example, if the queue for the service has five calls holding for agents, you can play a busy signal to the sixth caller until the queue is lower than five. Although we use five calls as an example, you can define any number of calls that you want to in If the Queue length exceeds.

7 Define the following parameters in the Service Goals section:

a Enter the Goal Service Length. The target number of calls you want in the queue at any point in time.

b Enter the Goal Service Time. The target amount of time you want a call to wait in queue.

c Enter the Goal Service Percent. This setting represents the percentage of time the goal service length and goal service time settings are expected to be upheld.

d % within Goal Service Time (seconds) is automatically calculated by multiplying the Goal Service Percent and Goal Service Time.

e Enter the number of Calls In Service. See the following Note for an explanation of this field.

f Enter the number of Agents Working In Service. See the following Note for an explanation of this field.

8 Click Save.

NOTE The number of Agents Working In Service must always be lower than the number of Calls In Service. This setting is used to approximate the number of active agents in the service at any point in time. Director automatically divides Calls in Service by the number of Agents Working in Service to calculate the Call To Agent Ratio.

For example, to create a ratio of 1.5 calls to 1 agent, you would enter 3 in the Calls In Service setting and 2 in the agents Working In Service setting.

Calls in Service does not represent the actual number of calls in queue for a service nor does Agents Working In Service represent the actual number of agents logged in to a particular service. The Call to Agent Ratio is a non-binding target number that can be used in prioritization. Refer to "Priorities" for detailed information on setting Priorities



Dispositions Tab (Inbound Service)

Service Admin > Inbound > Create > Dispositions tab

The Disposition tab enables you to select a disposition plan for the service. Individual dispositions are created, assigned a code, and grouped together in a disposition plan. Pre-defined dispositions (expected call outcomes) assist the agent in quickly describing the outcome of a call.

1 Select a Disposition Plan. All of the dispositions that are assigned to the selected disposition plan are displayed in the list. A disposition cannot be modified or deleted in this window.

2 To create a new disposition plan, click Edit Plan. The Disposition Plan List window opens. For information or assistance about creating or editing a Disposition Plan, see "Create, Modify, or Delete a Disposition Plan".

3 Click Save.


Aspect Software Schedule Tab (Inbound Service) | 3–19

Schedule Tab (Inbound Service)

Service Admin > Inbound > Create > Schedule tab

The Schedule tab enables you to assign a pre-defined schedule to the service or create a new schedule. Schedules determine the hours of activity for a service.

Once a schedule is assigned, the service will not accept calls before or after its scheduled time. The service is considered inactive during all hours outside of the schedule. At stop time, it allows calls in queue and active calls to be completed. It reroutes or plays a message to callers that dial in after the stop time or before the start time.

The hours assigned to the selected schedule display in the Scheduled Run Times list. If no schedule is selected, the service defaults to 24 hours a day, 7 days a week (24x7).

The holidays that are assigned to the schedule are displayed in the Scheduled Holidays list. The configurations you set on the Answer Profile tab for rerouting the Inbound holiday will apply to the holidays that fall within the Scheduled Run Times. See "Answer Profile Tab (Inbound Service)" for more information on the Answer Profile tab.

1 Select a Schedule.



2 To create a new schedule, click Edit Schedule. The New Schedule window opens. For detailed information about creating, modifying, and deleting schedules, see "Create, Modify, or Delete Schedules".

3 Click Save.

Audio Tab (Inbound Service)

Service Admin > Inbound > Create > Audio tab

In this tab, you select the audio properties for calls to a service, such as attention retainers, whisper messages, and music source. Selecting the different attention retainer options (active, holiday, unmanned, call queue max time, call queue max length, and inactive/disabled), displays the details and sequences that apply to the attention retainers you selected in the corresponding service and reroute attention retainers section.

1 In the Service Attention Retainers section, select the Active attention retainer to play for inbound calls when the service is active and an agent is unavailable. The callers that are placed in a queue hear this message.

NOTE Click Edit at the end of each category to create a new Attention Retainer, to modify an existing attention retainer, or to delete a retainer. For information or assistance about creating or editing attention retainers, see "Create, Modify, or Delete Attention Retainers".


Aspect Software Audio Tab (Inbound Service) | 3–21

2 Select the Holiday attention retainer to play for inbound calls on scheduled holidays from the Holiday list. For additional information or assistance about holidays, refer to "Holidays".

In the Reroute Attention Retainers section, the selections are based on the Route Type selected in the Answer Profile tab. Refer to "Answer Profile Tab (Inbound Service)" for additional information about the Answer Profile tab. Refer to "Attention Retainers" for detailed information about Attention Retainers.

3 Select the Attention Retainer in each category by using the down arrow.

a If you selected an Inbound or M3 service as a Queue Max Time reroute in the Answer Profile tab, you can select a reroute attention retainer from the Call Queue Max Time list. If no reroute path was selected in the Answer Profile tab, the default attention retainer is played. The attention retainer is played when the callers wait time in queue exceeds the threshold value.

b If you selected an Inbound or M3 service as a Queue Max Length reroute in the Answer Profile tab, you can select a reroute attention retainer from the Call Queue Max Length drop down list. If no reroute path was selected in the Answer Profile tab, the default attention retainer is played. The attention retainer is played when the number of calls in queue exceed the threshold value.

c If you selected an Inbound or M3 service as an Unmanned reroute in the Answer Profile tab, you can select a reroute attention retainer from the Unmanned drop



down list. If no reroute path was selected in the Answer Profile tab, the default attention retainer is played. A service is unmanned if it is active but there are no agents logged in or all agents are on break.

d If you selected an Inbound or M3 service for an Inactive/Disabled reroute in the Answer Profile tab, you can select a reroute attention retainer from the Inactive/Disabled drop down list. If no reroute path was selected in the Answer Profile tab, the default attention retainer is played.The attention retainer is played during non-active hours for the service.

4 In the Attention Retainer List section, select an attention retainer option category at the bottom of the list to display detailed information about each message. The columns are:

• seq#—The chronological sequence number assigned to the message.

• Message Name—The name assigned to the message.

• PM—(Playing Message) Signifies whether message is Optional or Mandatory.

• Times Play—The number of times the message will repeat while the caller is on hold.

• Time Next—The interval time (in seconds) between messages.

• Goto Seq— A sequence that deviates from the chronological sequence set up for the messages to play.

• APM—(After Playing Message) What the system is set up to do after the message is played. (The options are Nothing, Hangup, Record, or Prompt.)

5 In the Audio section, select a Whisper Message message. A Whisper Message is played each time an agent receives a call for a service. Whisper messages are another method used to advise the agent of the type of call that is being received. When a call is delivered to an agent, an audio whisper message is played to the agent quickly identifying the purpose of the call before the agent engages the customer. For a complete list of whisper messages, see "Appendix C: Messages".

6 Select a Music Source. A Music Source is music that is played for calls that are on hold.

7 Click Save.


Aspect Software Recording Tab (Inbound Service) | 3–23

Recording Tab (Inbound Service)

Service Admin > Inbound > Create > Recording tab

The voice interaction between an agent and customer can be recorded, stored, evaluated, and analyzed. In this tab, the recording properties for calls to the Inbound service are set. Parameters are set to record every transaction (including transactions that are transferred to other agents or directors), every other transaction, transactions based on a static number, for example every 3rd contact or every 10th contact is recorded, or agents can initiate a recording on-demand. It also provides the ability to record and capture the desktop of an agent. For detailed information about setting up and managing the EnsemblePro recording capabilities, refer to "Recording Manager Overview".

1 In the Recording tab, select Screen Capture to allow the system to record the agent screen along with the contact.

2 Select Continue Recording through Call Transfer to continue recording calls that are transferred from one agent to another agent or to a director.



In the Agent Duplex Recording section:

3 Select the option to record only the agent (Select Agent Side) only the customer contact (Contact Side), or both the agent and the customer (Both Sides).

In the Agent Recording/Monitoring Tone section, select the options for recording and monitoring contact calls. The option selections are:

a Initiated Tone—A tone or beep sounds when the recording or monitoring starts.b Periodic Tone—A tone is heard repeatedly at the interval specified in seconds.c None—No tone or beep is heard.d Full Duplex—The agent and contact hears the beep or tone.e Agent Half Duplex—Only the agent hears the beep or tone. f Contact Half Duplex—Only the Contact hears the beep or tone.

4 Select Record Tariff Tone. Selections are: Initiated Tone, Periodic Tone, and No Tone. If you selected Periodic Tone, you must enter a value (in seconds) for the interval.

5 Select Record Tariff Tone Duplex. Selections are: Full Duplex, Agent Half Duplex, and Contact Half Duplex.

6 Select Monitor Tariff Tone. Selections are: Initiated Tone, Periodic Tone, and No Tone. If you selected Periodic Tone, you must enter a value (in seconds) for the interval.

7 Select Monitor Tariff Tone Duplex. Selections are: Full Duplex, Agent Half Duplex, and Contact Half Duplex.

In Format:

8 Select Record Format (The record format used, for example, MULAW.)Refer to "Appendix C: Recording Format and Type Definitions" for definitions of record formats and types.

9 Select Record File Type (The record file type used, for example, .wav.)

10 Select Record Bit Rate (The bits per sample used, for example, 8 bit.)

11 Select Record Sample Rate (The sampling rate used, for example, 8 kHz. It is expressed in samples per second or hertz (Hz), which is the rate at which samples of an analog signal are taken in order to be converted into digital form. A higher sampling rate provides a better quality reproduction than a lower sampling rate.)

In the Automation section:

12 Select one or more of the following options to allow the system to automatically start and stop a recording based on one of the following criteria:

a None: Do not allow the system to start and stop any recording in this service.

NOTE For DCP Telephony Adapter only, Dialogic ADPCM (32000bps 800hz vox), MULAW, and ALAW are supported recording formats.


Aspect Software Knowledge Base Tab (Inbound Service) | 3–25

b All Calls: Record every call for this service.c Interval at Every: enter Every [value] Calls (For example, record every 10th call.)d Percent of Calls: enter a Percentage [value] (For example, record 10% of every

calls in this service.)e Duration: enter Record All Calls Greater Than [enter a value] seconds (For

example, record all calls exceeding 120 seconds.)f Duration Not Exceeding: enter Record All Calls Not Greater Than [enter a value]

seconds (For example, record all calls less than 120 seconds.)

13 Select Automatic Recording Schedule to automatically record all calls based on a run schedule for a specific service. (For example, record all calls that occur between 2:00PM and 5:00PM.)

14 Click Edit Schedule to select a new schedule or edit an existing schedule. For information or assistance about creating or editing Schedules, see "Create, Modify, or Delete Schedules".

15 Click Save.

Knowledge Base Tab (Inbound Service)

Service Admin > Inbound > Create > Knowledge Base tab

The Knowledge Base is an information repository that agents can use to facilitate customer queries. It is a database containing solutions to problems or relevant information an agent can access when responding to customer questions. A director has the ability to add questions and answers to populate the database and also to modify and delete entries that might become incorrect or outdated.

NOTE • The Knowledge Base must be installed on a system that has a Microsoft® SQL server.

• See "Knowledge Base" for detailed information about the Knowledge Base.



1 Select the Knowledge Base to associate with the service or click Edit Knowledge Base to create a new Knowledge Base. For information or assistance about creating or editing the Knowledge Base, see "Create, Modify, or Delete a Knowledge Base".

2 Select categories from the Available Categories list. Multiple categories can be created within a Knowledge Base that contain questions and answers that are common to a specific subject or that have similar characteristics. Select those that apply to the service.

3 Click the arrow pointing right to move the category from the Available Categories list to the Service Categories list.

4 Click the double arrows pointing right to move all of the categories at the same time.

5 To cancel a category, select it and click the arrow pointing left.

6 Click the double arrows pointing left to move all of the categories back to the Available Categories list at the same time.

7 Click Save.

If you are done populating the tabs to create your Inbound service, click Close. If there is any information missing, the system will issue an error message. You cannot close the service until you complete the mandatory information.


Chapter 4

CTI Service

This section provides an overview of the CTI service and describes how to create, modify, and delete a CTI service.

In this section:

• "CTI Service Overview"

• "Create, Modify, or Delete a CTI Service"

• "General Tab (CTI Service)"

• "Skills Tab (CTI Service)"

• "Queue Tab (CTI Service)"

• "Agent Settings Tab (CTI Service)"

• "Answer Profile Tab (CTI Service)"

• "Dispositions Tab (CTI Service)"

• "Recording Tab (CTI Service)"

• "Knowledge Base Tab (CTI Service)"

CTI Service Overview

Computer Telephony Integration (CTI) combines the tools and functions of computer and telephone systems. By linking computer systems to telephone switches, the CTI service provides features such as outbound preview dialing, the automatic routing of incoming calls to an appropriate agent, and the automatic display of a caller's account on the agent desktop before the call is answered. Computer telephony encompasses technologies such as fax, email, Voice over IP, Web chat and Web collaboration.

The CTI links to an Automatic Call Distributor (ACD) or ACD system to handle incoming calls. (In a blended contact center, agents are available to make calls or accept incoming calls depending on the level of activity within the center.) The ACD system recognizes and answers an incoming call, then searches the database for instructions on how to handle the call. Depending on the instructions, the ACD system will send the call to an Interactive Voice Response System (IVR) or an agent.

The IVR is a system that allows a caller access to computer-based information and to possibly change that data or initiate requests such as checking account balances, making a payment, and


4–2 | CTI Service Aspect Software

other tasks. IVR is sometimes referred to as an automated attendant as it directs callers with voice prompts to select from a defined set of choices.

For information on Web chat and collaboration, refer to "Chat Service Overview".

Create, Modify, or Delete a CTI Service

Creating a CTI service is similar to creating an Inbound, Outbound, Chat, Email, or Workflow service. A series of tabs are used to configure specific settings for the service. Many of the tabs used to create other services contain similar information, such as service name and Id, agent skill levels, priorities, and Telephony Bar features.

1 In the Director menu, click Service Admin > CTI.

The CTI main window opens.

The CTI Service List window displays the service Id, the name of the service, its priority, the number of agents assigned to the service, the agent queue type, the present status, and whether the service is enabled or disabled. Click on any column heading to change the display to ascending or descending order.

2 To create a new CTI service, click Create.

The Create CTI window opens. The properties of a CTI service are defined through a series of tabs similar to those in other areas of the system. The General tab is the default tab. Refer to "General Tab (CTI Service)" for detailed information on the General tab.


Aspect Software Create, Modify, or Delete a CTI Service | 4–3

To modify the CTI service:

3 Select a CTI service and click Modify.

The Modify CTI window opens.

To delete a CTI service:

4 Select a CTI service and click Delete.

The system prompts you to confirm the deletion.



To Copy and Rename a CTI service:

7 Select the Service you want to copy and click Copy. All data is copied except the fields that are restricted to that specific service (for example, Name, and Short Description.)


9 Click Save and return to the CTI Service List. The service you copied and renamed appears in the list.

NOTE Do not click the OK button until you have finished making your changes in each tab or the Modify CTI window will close.



General Tab (CTI Service)

Service Admin > CTI > Create > General tab

The General tab enables you to enter basic information about the CTI service. The properties of a CTI service are defined in a set of tabs that are similar to those in other service areas of the system. The General tab is the default tab.


NOTE • A service Name can contain the characters A - Z, a - z, 0 - 9, and underscores ( _ ). (For examples, CTI1, international_cti, or CTI_B_1)

• Spaces are not allowed in service names. An underscore can be used in place of a space.

• Symbols and quotes (single and double quotes) are not allowed.



Aspect Software General Tab (CTI Service) | 4–5

2 Enter a Short Description (maximum of 6 characters). The system requires a short description of the service Name. The short description describes the service when it is monitored in the Enterprise Monitor screen.


4 Select a Priority Template or click Edit Priority Template to create a new template. The Priority Template is used to determine the order in which the call is answered if the static priorities of two or more services are the same. A Static Priority is an assigned rating for calls based on order of importance. For detailed information about creating priority templates, refer to "Priorities"


6 Select the PBX Description. Only PBXs configured for the site are listed. The PBX is configured in the Gateway Configurator application. Refer to the EnsemblePro Gateway Configurator User Guide for detailed information.

7 PBX Manufacturer and PBX Model fields are automatically populated with the PBX Description selection.

8 Select the CTI Queue. Selecting a PBX Description also populates the CTI Queue drop down list with the queues that were created for the selected PBX.

9 Select the Outbound Service ID if your system is a Spectrum Automatic Call Distributor (ACD). This is a required option for the Spectrum High Touch Outbound ACD. In this instance, the Spectrum ACD is routing the Outbound calls.

If an Outbound Service ID is not selected, prioritization occurs in the normal way through the CenterCord

10 Click Save.

NOTE Only one CTI queue can be associated with the service.



Skills Tab (CTI Service)

Service Admin > CTI > Create > Skills tab

The Skills tab enables you to define what skills (if any) are required by a service. Only skills that were created earlier are available in this tab. Once skills are assigned, calls can be routed to the agents assigned to this service based on their skill weights and how they match up to the skill level requirements of the service.

To perform skills-based routing, the system compares the skill weight required for the service with the skill weight of the agent. Director then provides a numerical calculation and assigns the contact to the agents based on their ability to meet the skill level requirements for this service. The agents with the higher weights are always the first to receive calls for the service when skills-based routing is used. They are followed by agents with minimal or non-matching skill levels. For more information on skills-base routing, refer to "Queue Tab (CTI Service)".




Aspect Software Skills Tab (CTI Service) | 4–7

1 From the All Skills list box, select the skill you want to add to the service.

2 Click the down arrow to move the skill to Skills for this Service.






6 Click Create to create a new skill. The Create Skill window opens.






12 Click Save.


Aspect Software Skills Tab (CTI Service) | 4–9






4 Click Save.






5 Click Save.





2 Click Delete.

3 Click Save.

Queue Tab (CTI Service)

Service Admin > CTI > Create > Queue tab


NOTE A PBX machine must be assigned to the service. See the "General Tab (CTI Service)" for instruction about selecting a PBX machine.


Aspect Software Queue Tab (CTI Service) | 4–11

1 Select Match Skills to select the agents and workgroups that match all of the skills that were selected in the Skills tab. Refer to "Skills Tab (CTI Service)" for more information about creating skills. The agent or workgroup must possess all of the skills listed in the Skills for this Service list. If there are no agents with all of the skillsets, the Available Agents list is blank.

2 Click Others to the see all of the agents and workgroups.

3 Select the agents that you want to add to the service from Available Agents.

4 Select Workgroups from the Available Agents list box to add all of the agents that belong to the selected workgroup.

5 Click the single arrow pointing right to move the agents and workgroups from Available Agent to Service Queue.






e If you move one agent from the Service Queue list back to the Available Agents list, the workgroup that the agent belongs to also appears in the Available Agents list

7 To sort agents in ascending or descending order, click on the appropriate column heading (by User Id, Skill Weight, or Workgroup).

8 To remove agents and workgroups, select the agents and workgroups and click the arrow pointing left.

9 Click the double arrow pointing left to move all of the agents and workgroups in Service Queue back to Available Agents at one time.

10 Move the agents up and down Service Queue by clicking the Change agent order for your selection arrows. Moving your best agent to the top of the list guarantees that they will receive the first contact if they are available.


• If you select workgroups rather than individual agents to assign to a service it enables a director to manipulate all of the agents within the workgroup rather than individually within a service.




Queue Type is the method of routing calls to the agents and workgroups. If you select Circular or Terminal routing, you can move agents up and down the list by clicking the Change agent order for your selection arrows. Move your best agent to the top of the list to guarantee that they will receive the first call in Circular and the first call in Terminal routing if they are available.


12 Click Save.

Agent Settings Tab (CTI Service)

Service Admin > CTI > Create > Agent Settings tab

In this tab, define the functions that are available on the agent desktop when the agent is handling a call from the service. The service rights assigned in this tab take precedence over individual agent rights. When an agent is active on a call for the service, the agent can only perform those tasks allowed by the service, regardless of the standard access rights of the agent. When the call is completed and dispositioned, the agent settings revert back to the default telephony settings of the agent.


The script startup command line directs the EnsemblePro system to launch a specific application each time an agent logs in, if they are assigned to that service. Script startup command lines most often represent the path to a secondary application that the agent uses when taking calls for the service.The command line (path) to the file must be consistent on each agent station for the secondary application to open when each agent logs into the service.

For example, if a secondary application was Microsoft® Excel®, the command line might read:



Aspect Software Agent Settings Tab (CTI Service) | 4–13

.

2 In the Voice section, select the options next to the telephony features that an agent can access when accepting calls for the service. The selected options display on the agent or director desktop.

See "Voice Settings" for detailed descriptions on all voice setting options.

3 In the Call Data section, select a call data definition from the Definition drop down list.

The Call Data window is a pop-up window that opens on the agent desktop each time the agent receives a call. It contains information related to the incoming call (for example, the contact name and address).

4 Click Edit Definition to create a new definition or modify an existing definition.









9 Enter the maximum amount of time in the Wrap Warning Delay that will elapse before the agents are warned that they have exceeded the allotted time to choose a disposition. The Wrap Warning Delay function specifies the amount of time (in seconds) that will elapse before the agent is prepared to accept another call.



12 Select Wrap > Optional, if the allotted Wrap time is not mandatory. It enables the agent to move directly to the Next Call option on the agent desktop. The Wrap Warning Delay and No Disp Max Wrap options are enabled and values can be entered in both options.


14 The Enable Next Call Button option enables the agent to use the Next Call option on the agent desktop. It is automatically selected when the Require Disposition, Wrap Required and Wrap Optional options are selected. It is not enabled with the None option.

15 Click Save.

Answer Profile Tab (CTI Service)

Service Admin > CTI > Create > Answer Profile tab

The Answer Profile tab enables you to define the properties associated with the dialer. Service goals are set on this tab that establish customized control on calls, such as setting thresholds for a allowing a target number of calls in a queue and allowing for a target length of wait time for calls in queue. These settings are also used in conjunction with Priority Template settings to establish a priority value. Refer to "Priorities" for more information about priority settings.

To define Service Goals, you must enter the following parameters:


Aspect Software Answer Profile Tab (CTI Service) | 4–15

1 Enter the Goal Service Length. (The target number of calls you want in the queue at any point in time.)

2 Enter the Goal Service Time. (The target amount of time you want a call to wait in queue.)

3 Enter the Goal Service Percent. (This setting represents the percentage of time the goal service length and goal service time settings are expected to be upheld.)

4 % within Goal Service Time (seconds) is automatically calculated by multiplying the Goal Service Percent and Goal Service Time.

5 Enter the number of Calls In Service. See the following Note for an explanation of this field.

6 Enter the number of Agents Working In Service. See the following for an explanation of this field.

a The number of Agents Working In Service must always be lower than the number of Calls In Service. This setting is used to approximate the number of active agents in the service at any point in time. Director automatically divides Calls in Service by the number of Agents Working in Service to calculate the Call To Agent Ratio. For example, to create a ratio of 1.5 calls to 1 agent, you would enter 3 in the Calls In Service setting and 2 in the Agents Working In Service setting.

b Calls in Service does not represent the actual number of calls in queue for a service nor does Agents Working In Service represent the actual number of agents logged in to a particular service. The Call to Agent Ratio is a non-binding target number that



can be used in prioritization. Refer to "Priorities" for detailed information on setting Priorities

7 Click Save.

Dispositions Tab (CTI Service)

Service Admin > CTI > Create > Dispositions tab

The Disposition tab enables you to select a disposition plan for the service. Individual dispositions are created, assigned a code, and grouped together in a disposition plan. Pre-defined dispositions (expected call outcomes) assist the agent in quickly describing the outcome of a contact.

1 Select a Disposition Plan.

All of the dispositions that are assigned to the selected disposition plan are displayed in the list. A disposition cannot be modified or deleted in this window.

2 To create a new disposition plan, click Edit Plan.The New Disposition Plan window opens. For detailed information about creating, modifying, or deleting disposition plans, refer to "Create, Modify, or Delete a Disposition Plan".


Aspect Software Recording Tab (CTI Service) | 4–17

3 Click Save.

Recording Tab (CTI Service)

Service Admin > CTI > Create > Recording tab

In this tab, you select the recording properties for calls to a service.

For detailed information on recordings, refer to "Recording Manager Overview".

1 In the Recording tab, select Screen Capture to allow the system to record the agent screen along with the contact.







a Initiated—A tone or beep sounds when the recording or monitoring starts.b Periodic—A tone is heard repeatedly at the interval specified in seconds.c None—No tone or beep is heard.d Full Duplex—The agent and contact hears the beep or tone.e Agent Half Duplex—Only the agent hears the beep or tone. f Contact Half Duplex—Only the Contact hears the beep or tone.





In Format:

8 Select Record Format (The record format used, for example, MULAW.)Refer to "Recording Format and Type Definitions" for definitions of record formats and types.


10 Select Record Bit Rate (The bits per sample used, for example, 8 bit)




a None: Do not allow the system to start and stop any recording in this service.b All Calls: Record every call for this service.c Interval at Every: enter Every [value] Calls (For example, record every 10th call.)



Aspect Software Knowledge Base Tab (CTI Service) | 4–19

d Percent of Calls: enter a Percentage [value] (For example, record 10% of all calls in this service.)

e Duration: enter Record All Calls Greater Than [enter a value] seconds (For example, record all calls exceeding 120 seconds.)

f Duration Not Exceeding: enter Record All Calls Not Greater Than [enter a value] seconds (For example, record all calls less than 120 seconds.)


14 Click Edit Schedule to select a new schedule or edit an existing schedule. See "Create, Modify, or Delete Schedules" for detailed information.

15 Click Save.

Knowledge Base Tab (CTI Service)

Service Admin > CTI > Create > Knowledge Base tab



• See "Knowledge Base" for detailed information on the Knowledge Base.



1 Select the Knowledge Base associated with the service or click Edit Knowledge Base to create a new Knowledge Base. For detailed information about creating, modifying or deleting a Knowledge Base, refer to "Create, Modify, or Delete a Knowledge Base" .

2 Select categories from the Available Categories list.

Multiple categories can be created within a Knowledge Base that contain questions and answers that are common to a specific subject or that have similar characteristics. Select those that apply to the service.





7 Click Save.

If you are done populating the tabs to create your CTI service, click Close in the CTI Service List window. If there is any information missing, the system will issue an error message. You cannot close the service until you complete the mandatory information.


Chapter 5

Outbound Service

This section provides an overview of the Outbound service and describes how to create, modify, and delete an Outbound service.

In this section:

• "Outbound Service Overview"

• "Create, Modify, or Delete an Outbound Service"

• "General Tab (Outbound Service)"

• "Skills Tab (Outbound Service)"

• "Queue Tab (Outbound Service)"

• "Agent Settings Tab (Outbound Service)"

• "Dial Profile Tab (Outbound Service)"

• "Dispositions Tab (Outbound Service)"

• "Schedule Tab (Outbound Service)"

• "Recording Tab (Outbound Service)"

• "Outbound Tables Tab (Outbound Service)"

• "Knowledge Base Tab (Outbound Service)"

Outbound Service Overview

The Outbound Service or Automated Outbound Dialing (AOD) service is an automated method of making outbound calls and then passing the answered calls to agents.

An Outbound service must be associated with one or more dial tables. These tables contain relevant information about the customer and typically includes the number to dial (mandatory), information about the customer (name and address), account number, historical dial dispositions, and more. The tables are initially imported from an external file into an EnsemblePro internal database. Dial tables for the service are selected in the Outbound tab. Refer to "Outbound Tables Tab (Outbound Service)" and "Table Admin Overview" for detailed information on EnsemblePro call tables.


5–2 | Outbound Service Aspect Software

There are several different dialing methods used to of set up an Outbound service. The following list provides a brief overview of the types of dialing mode you can select when setting up an Outbound service:

• Automatic dialing mode—Based on a predefined line to agent ratio.

• Blaster dialing mode—Based on setting the dialing to agent ratio very high without the requirement that an agent be logged into the system.

• Precision dialing mode—Based on adjusting the actual number of calls on hold to the availability of agents at a given time during the dialing sequence.

• Predictive dialing mode—Based on the correct pacing for outbound calls. Pacing is determined by the system which uses an algorithm to predict when an agent is available to handle the next call and dials based on these assumptions.

• Preview dialing mode—Based on providing the agent with a preview of a call record before it is dialed.

• Manual—Based on providing the agent with the ability to place manual outbound calls using the dial pad or by accessing the speed dial directory.

Create, Modify, or Delete an Outbound Service

Creating an Outbound service is similar to creating an Inbound, CTI, Chat, Email, or Workflow service. A series of tabs are used to configure specific settings for the service. Many of the tabs used to create other services contain similar information, such as service name and Id, agent skill levels, priorities, and Telephony Bar features. Other tabs require information that is specific to an Outbound service, such as the Dial Profile tab.

1 In the Director menu bar, click Service Admin > Outbound.


Aspect Software Create, Modify, or Delete an Outbound Service | 5–3

The Outbound Service List window opens.

The Outbound Service List window displays the service Id, the name of the service, its priority, the number of agents assigned to the service, the agent queue type, the present status, whether the service is enabled or disabled, the service schedule, and the name of the service you selected to flow after the current service has completed dialing. Click on any column heading to change the display to ascending or descending order.

2 Click Create to create a new Outbound service.

The Create Outbound Service window opens. The properties of an Outbound service are defined through a set of tabs similar to those in other areas of the system. The General tab is the default tab. Refer to "General Tab (Outbound Service)" for more information.

To Modify an Outbound service:

3 Select the Service you want to modify and click Modify.

To Delete an Outbound service:

4 Select the Service you want to delete and click Delete.




NOTE Do not click Save until you have finished making your changes in each tab or the Modify Outbound window will close.



To Copy and Rename an Outbound service:

7 Select the Service you want to copy and click Copy. All data is copied except the fields that are restricted to that specific service (for example, Name and Short Description fields.)


9 Click Save and return to the Outbound Service List. The service you copied and renamed appears in the list.

General Tab (Outbound Service)

Service Admin > Outbound > Create > General tab

The General tab enables you to enter basic information about the Outbound service. The properties of an Outbound service are defined in a set of tabs that are similar to those in other service areas of the system. The General tab is the default tab.


Aspect Software General Tab (Outbound Service) | 5–5

1 Enter the Name of the Outbound service (maximum of 80 characters).


3 Select an Application from the drop down list or click Edit Application to create a new Application.

Prior to configuring a service, you must first set up an Application in which to assign the service. An Application is your company category identification or hierarchy. See "Hierarchy" for detailed information on hierarchies. Refer to "Create, Modify, or Delete an Application" for instructions on how to create, edit. or delete an Application in the System Admin module.

4 Select a Priority Template from the drop down list or click Edit Priority Template to create a new template.

The Priority Template is used to determine the order in which the call is answered if the static priorities of two or more services are the same. A Static Priority is an assigned rating for calls based on order of importance. For detailed information about creating, editing, and deleting priority templates, refer to "Create, Modify, or Delete a Priority" .

5 Select a Static Priority level (0 to 10). The service with the lowest Static Priority is routed first. This places an emphasis on quickly routing the higher priority calls in the event an agent is assigned to more than one service. It allows the higher priority calls to take precedence over some calls that might already be waiting on the system.


7 Select a Music Source. A Music Source is the music that is played for calls that are on hold.

8 Select the Service Message. This Service Message is used for remote monitoring of the Service. When dialing in remotely, the system prompts the caller to select between listening to a service list or entering a specific service ID. If the service list is chosen, the script plays the service message for the caller.

9 Select the CTI Service ID if your system is a Spectrum Automatic Call Distributor (ACD). This is a required option for the Spectrum High Touch Outbound ACD. In this instance, the Spectrum ACD is routing the Outbound calls.

If a CTI Service ID is not selected, prioritization occurs in the normal way through the CenterCord.

NOTE • A service name can contain the characters A - Z, a - z, 0 - 9, and underscores ( _ ). (For examples: Outbound1, international_outbound, or Outbound_B_1)







11 Click Save.

Skills Tab (Outbound Service)

Service Admin > Outbound > Create > Skills tab

The Skills tab enables you to define what skills (if any) are required by a service. Only skills that were created earlier are available in this tab. Once you assign the skills, you can route outbound calls to the agents assigned to the service based on their skill weights and how they match up to the skill level requirements for the service.

To perform skills-based routing, the system compares the skill weight required for the service with the skill weight of the agent. Director provides a numeric calculation and assigns it to the agents based on their ability to meet the skill level requirements for a service. Idle agents with higher skill weights are the first to receive calls for a service when skills-based routing is used. They are followed by agents with minimal or non-matching skill levels. More on skills-based routing is discussed in "Queue Tab (Outbound Service)".




Aspect Software Skills Tab (Outbound Service) | 5–7


2 Click the down arrow to move the skill to the Skills for this Service list box.


4 To remove a skill from the service, select the skill, and then click the up arrow to move the skill back to the All Skills list box.

5 Click Edit Skills to add, modify, or delete skills. The Skills List window opens.



Aspect Software Skills Tab (Outbound Service) | 5–9

12 Click Save






4 Click Save.








5 Click Save.



2 Click Delete.

3 Click Save.

Queue Tab (Outbound Service)

Service Admin > Outbound > Create > Queue tab

The Queue tab enables you to add or remove agents and workgroups from a service and to set the queue type for routing calls to agents. A Director can assign or remove not only single agents, but groups of agents (workgroups) to and from a service.

1 Select Match Skills to select the agents and workgroups that match all of the skills that were selected in the Skills tab. Refer to "Skills Tab (Outbound Service)" for more


Aspect Software Queue Tab (Outbound Service) | 5–11

information. The agent or workgroup must possess all of the skills listed in the Skills for this Service list. If there are no agents with all of the skillsets, the Available Agents list is blank.

2 Click Others to see all of the agents and workgroups. Select the agents that you want to add to the service from Available Agents.




4 To add agents and workgroups to the Director Assigned Agents list, select the agents and workgroups in the Available Agents list and click the arrow pointing right.

5 To add all of the agents and workgroups to the Director Assigned Agents list at once, click the double arrow pointing right.

6 To move agents and workgroups back to the Available Agents list, select the agents and workgroups and click the arrow pointing left.

7 To move all of the agents and workgroups back to the Available Agents list, click the double arrow pointing left.


9 In the Director Assigned Agents section, the agents or workgroups that are currently logged in are displayed automatically. To move the agents up and down in the list when the Circular or Terminal options are selected, select the agent or workgroup and click the up and down arrows at the bottom of the list.

a Moving your best agent to the top of the list guarantees that they will receive the first contact if they are available.

b Select workgroups from Available Agents to add all of the agents that belong to that selected workgroup to the Director Assigned Agents list. Selecting workgroups rather than individual agents enables a director to assign a group of agents to a service. A director still has the ability to manipulate all of the agents within the workgroup.

c If you move a workgroup from the Available Agent list box to the Director Assigned Agents list all of the current members of that workgroup will move to the Director Assigned Agents list.

d If an agent is moved to the Director Assigned Agents list, the workgroup that the agent belongs to is also moved to the Director Assigned Agents list. The Director

NOTE • Use the Ctrl key to select more than one agent and workgroup at a time.

• If you select workgroups rather than individual agents to assign to a service it enables the Director to manipulate all agents within the workgroup rather than individually within a service.



Assigned Agents list contains workgroups of only the selected agents. The presence of a workgroup in the Director Assigned Agents list indicates that at least one of the agents from that workgroup is assigned to the service.

e If a workgroup (or all of the agents that belong to a workgroup) are moved from the Available Agents list to the Director Assigned Agents list, the workgroup no longer appears in the Available Agents list.

f You can assign a workgroup to the Director Assigned Agents list even if some of the agents that belong to that workgroup already appear in the Director Assigned Agents list.

g If you move one agent from the Director Assigned Agents list back to the Available Agents list box, the workgroup that the agent belongs to also appears in the Available Agents list.

*Not all agents in the Workgroup are assigned to the Service. If one or more individual agents from different Workgroups are moved to the Service Queue, a separate row entry automatically appears in the Workgroup column designating the workgroup of an agent. This signifies that not all of the agents have been selected from the workgroup. It also enables you to select the Workgroup row entry to enable the Automatic Recording option or Initial Service Flag option at one time for all of the agents assigned to the service from that Workgroup.

In the following example, 3 agents were selected from 3 different Workgroups (Default, Outbound Sales, and Inbound/Outbound Sales.) agent doc005 is the only agent from the Inbound/Outbound Sales Workgroup selected for this service (notice the row entry for Inbound/ Outbound Sales has an asterisk symbol.) To set up the Automatic Recording option for only the agents in the Default Workgroup (agents doc001 and doc002), select the Default entry row (<Default>) and enable "Automatic Recording". As there is only one agent assigned to the Outbound Sales Workgroup, this Workgroup does not display an asterisk symbol in the Director Assigned Agents list.

10 Select the Automatic Recording option after selecting your assigned agents or workgroups to set the system to automatically record all calls in this service.

11 Select the Initial Service Flag option after selecting your assigned agents or workgroups. This ensures that the first call the agents receive after logging on are from this Outbound service.


Aspect Software Agent Settings Tab (Outbound Service) | 5–13

a The agent or workgroup is logged into the service until the CenterCord moves the agent or workgroup according to the service flow.

b If the Automatic Recording or Initial Service Flag is selected for a workgroup, then all of the agents in the Director Assigned list box that belong to that workgroup will automatically have their Automatic Recording and Initial Service Flag options selected.

c Once all of the records in a service flow are dialed and the agent or workgroup logs out, you must disable and then enable the services in which the agent or workgroup were working in to restore the automatic recording or initial service settings.

d These services are put into a WAIT status. When a new table with new records is added to a service or when a service is disabled and then enabled, it begins to dial again.

e An agent or workgroup can have multiple Initial Service Flags.

12 Click Save.

Agent Settings Tab (Outbound Service)

Service Admin > Outbound > Create > Agent Settings tab

Use the Agent Settings tab to select the functions that occur on the agent desktop when the agent is logged into a service. Although some of the features listed here might have been granted to an agent when their User Ids were created, service access rights override agent properties.

NOTE The following examples use Initial Service Flags:

a An agent assigned to multiple services (serviceA and serviceB) will get calls from both services in random sequence. The initial service flag is set to YES for both services. If both services had multiple calls in queue for the same agent, "Priorities" would determine which call would go to the agent and which call must wait for the next available agent.

b An agent can be assigned to serviceA until all records have been dialed and the CenterCord can then move the agent to serviceB until all of those records have been dialed. In this case, the initial service flag is set to YES for serviceA and NO to serviceB. Service A would have to be set to flow the records to serviceB. This setting is made on the "Outbound Tables Tab (Outbound Service)".

NOTE • When an agent is active on a call for a specific service, the agent is able to perform the tasks allowed by the service, regardless of the standard access rights assigned to the agent in the Callbacks tab. Refer to "Callbacks Tab (Agent Information)" for more information.

• Changes in agent access rights take effect only when the agent is in the idle state.



1 Enter the Script Startup Command Line name.

The script startup command line directs the EnsemblePro system to launch a specific application each time an agent logs in, if they are assigned to the service. Script startup command lines most often represent the path to a secondary application that the agent uses when taking calls for the service.The command line (path) to the file must be consistent on each agent station for the secondary application to open when each agent logs into the service.



.

2 In the Voice section, select the options that an agent can access to when accepting calls for the service. The selected options display on the agent or director desktop.




Aspect Software Agent Settings Tab (Outbound Service) | 5–15




6 Select Display Call Data and enter the amount of time (in seconds) that you want the Call Data window to appear on the agent desktop.


8 Select Require Dispositions in the Wrap/Disposition section when a disposition is required by the service.






14 The Enable Next Call Button option enables the agent to use the Next Call option on the agent desktop. It is automatically selected when the Require Disposition, Wrap Required, and Wrap Optional options are selected. It is not enabled with the None option.

15 In the Specific Agent Callbacks section, select the Service Level Callback to schedule callbacks.

a The Specific Agent Callback check box must be selected for the agent in the agent user profile and the Service Level Callback for the service to which the agent is assigned. This command stipulates that a dispositioned customer record must be redialed at a later time, and that the call must be rerouted to the same agent.





b If the Specific Agent Callback is not selected in the agent user profile, the agent does not have the ability to direct callbacks. The Service Level Callback automatically routes calls to any available agent at the specified callback time.

c If Specific Agent Callback and Service Level Callback are not selected, no callbacks will occur.

d See "Callbacks Tab (Agent Information)" for detailed information about setting user callback options.

16 If the Service Level Callback option is selected on this tab, it automatically selects the Service Level Callback option on the Dial Profile tab. Refer to "Dial Profile Tab (Outbound Service)" for detailed information on service level callbacks on the Dial Profile tab.

17 Select the Delete Expired Callbacks check box to have the system automatically delete expired callbacks each time the service is activated.

a To delete expired callbacks at the agent level, the Delete Expired Callbacks box must be selected for the agent and for the service to which the agent is assigned. Refer to "Callbacks Tab (Agent Information)" for detailed information on the agent level of Delete Expired Callbacks.

b If the Delete Expired Callbacks option is not selected, the expired callbacks remain in the system.

c The Delete Expired Callbacks option at the service level always supersedes the agent level setting.

d See "User Admin Overview" for detailed information about creating users.

18 Select Specific Agent Callback with Promotion Type to enable the Permanent Ownership and Promote to Service options.

This option enables you to define permanent ownership to a callback or to delete records from the personal callback queue of the agent and promote them to be answered by another available agent assigned to the same service if the original agent is not available after the specified amount of time has expired. The call is then rerouted to any available agent.

a Select Permanent Ownership to ensure that the Specific Agent Callback is permanently owned by the agent.

b Select Promote to Service to change the callback to the service level after the callback time has exceeded the number of minutes that were entered in Promote to Service Delay.

c Enter the time in minutes in the Promote to Service Delay.

19 Click Save.


Aspect Software Dial Profile Tab (Outbound Service) | 5–17

Dial Profile Tab (Outbound Service)

Service Admin > Outbound > Create > Dial Profile tab

Use the Dial Profile tab to define the properties of the dialer, such as the mode or manner in which calls are placed in the service and the parameters to set for the selected dialing mode.

In the Dialing section of this window, you will select and enter parameters for your dialing strategy:

1 Select a Dial Mode to define how calls are dialed.

• Automatic - Calls are automatically dialed based on a predefined line to agent ratio.

• Blaster - The dialing to agent ratios is set very high without the requirement that an agent be logged into the system. A setting for the number of calls per second to be dialed in this mode must be set. If the service is set in Blaster mode, agents cannot be assigned to the service. If a dial mode is changed to a Blaster Dial Mode, the data is reloaded.



• Precision - Minimizes the number of calls on hold by adjusting the actual number of calls on hold to the availability of agents at a given time during the dialing sequence. If no agents are available, or calls are on hold, the current dial is aborted before it reaches the customer. If no calls are on hold, the dial goes through.

• Predictive - Algorithms predict when an agent will become available to receive the next call, and the system dials based on these assumptions.

• Preview - The Gateway communications server passes the call to the agent, who has the opportunity to preview a call record and then dial the call. If you choose preview dialing, the Timed Preview option is enabled. The Timed Preview option sets the Preview Timeout to a default of 30 seconds. The range for the Preview Timeout value can be from 1second to 600 seconds.

2 Enter the Preview Timeout (seconds). (If the Preview dialing mode and Timed Preview is selected) The amount of time that an automated call is previewed to an agent before being dialed. Timed previews can range from 1 to 600 seconds.

3 The Dial to Agent Ratio combo box is enabled only when the Automatic dial mode is selected. The speed of the dialer can the be set based on the physical number of telephone lines available, as well as total number of agents available for the service. Override the default amount of 1.5 by typing over the number in the combo box or use the up and down arrows.

4 In the Max Callback Days option, enter the maximum number of days that must elapse before a callback can be scheduled.

5 Enter a value in Predictive Transient Calls Value. This value is used to indicate the number of hits (connects) that the system allows before the standard pacing algorithm takes effect.

6 Enter a value in Predictive Expected Hit Rate. This is the hit rate value the system must use during the initial period. Values can range from 0 to 100 and are interpreted as a percentage (For example, a value of 20 represents 20% hit rate on a call table). After a certain number of hits, specified by the Predictive Transient Calls Value, the standard pacing algorithm and hit rate calculation will apply.

7 Enter a value in Predictive Abandon Tolerance Value. This value defines the abandoned rate that the system will tolerate during the initial period. Values can range from 0 to 100 and are interpreted as a percentage. This value works in conjunction with the Target Abandoned Percentage setting. The system adjusts the number of calls dialed to adhere to the target abandoned rate setting.

For example, if the target abandoned percentage is set to 3%, a Predictive Abandon Tolerance value of 10 indicates to the system that it is acceptable for the abandon rate to jump up to 13% at the initial phase to establish a sufficient call volume level.

8 Enter a value in Predictive Dampening Factor Value. This variable is used to dampen (or distribute) the number of calls placed over a few seconds. Values can range from 0 to 100 and

NOTE To disable the custom parameters and apply the standard pacing algorithm at the onset of the service, the Predictive Abandon Tolerance must be set to 0.



are interpreted as a percentage. This dampening factor, unlike the previous values takes effect throughout the service and not only at the initial phase.

For example, if the system pacing indicates that 100 calls must be placed in the next second, if the dampening factor is set to 50, the system will place 50 calls in the next second, 25 additional calls in the following second, and so on. This dampening factor will allow the system to quickly adjust to sudden changes - such as tables suddenly being started, a large number of agents logging out, a sudden increase in the hit rate, and other changes.

9 Enter a value in Predictive Slowdown Factor Value. This value is used to determine how slow the algorithm will become when the actual abandon rate exceeds the abandon rate. This factor also takes effect throughout the campaign and not only at the initial phase. When the abandon rate increases, the dialing must be slowed down to reduce the chances of further abandons. This slows down the rate at which the abandon rate decreases. This factor allows the user to balance these two quantities. The valid range of values is from 1 - 100, with 1 indicating no slowdown and 100 indicating maximum slowdown.

10 In the Dial using Numbers from section, select an option to dial using numbers from an Outbound imported call table or from an Outbound Feed process that extracts records to be dialed from an external application.

a To specify an Outbound imported call table, select Outbound Tables.b To specify an Outbound Feed process, select Outbound Feed Application.c To specify the ability to add to active tables, select Trickle Mode.

Refer to "Table Admin Overview" for additional information on call tables.

11 In the Service Level Callbacks section, select Service Level Callback to enable service level callbacks for this service.

a Select Callbacks in Preview Mode to configure the service level callbacks to dial in preview mode.

Clear this check box to set the callback to follow the dial mode of the service.

b Select Delete Expired Callbacks to delete the expired service level callbacks when the service is activated.

When the service switches from the inactive state to the active state, it will check the call table for any expired callbacks. If the call table contains expired callbacks, they are deleted if the Delete Expired Callbacks option is selected.

Clear this option to perform all of the expired callbacks when the service is activated.

12 Select one of the Answering Machine Detection (AMD) types to use when placing a call.

Answering machine detection is enabled based on the Phone Number fields in the Table Definitions.

NOTE If Service Level Callback is selected, the Service Level Callback option is automatically selected on the Agent Settings tab. Refer to "Agent Settings Tab (Outbound Service)" for additional information on service level callbacks.



• Answering Machine - Performs an analysis once the call is answered to determine whether there is an answering machine or a live person on the line. This detection type must be used for dial tables that are primarily residential. If a business number is dialed with this selection, it is dispositioned as an answering machine.

• Business - Since a typical response from a business differs from a response from home (“Thank you for calling...” versus “Hello”) this setting listens for 2.75 seconds of noise (human range) then silence. This detection type must be used for dial tables with business numbers only.

• Connect - This setting essentially turns answering machine detection off. It must be used when you want to route a call immediately upon the response (far end off hook event). The result could be a live person or any device (fax machine, answering machine, or pager).

• Positive Voice - Use this setting when you want to reach a human voice (live or recorded). If you want to have answering machines as well as live people transferred to agents, select this detection type.

13 Select Quota Criteria to invoke the quota controls that set a specific disposition quota count (number) per table. If the quota number is reached, dialing on that table stops.

14 Enter the Quota Count. The number at which dialing stops. This text box is enabled if Quota Criteria is checked and specific dispositions in the disposition plan also have the quota option checked.

In the Settings section of this window, you will enter the target values that relate to the dialing parameters you set in the Dialing section of this window. Some of these settings are also used in conjunction with Priority Template settings to establish a priority value. Refer to "Priorities" for more information about priority settings.

1 Enter the number of rings that are allowed before the dial attempt is ended in the Ring no-answer - Rings option.

2 Enter a value in Wait for Available Agent (secs).

Wait for Available Agent (secs) represents the maximum amount of time (in seconds) that an outbound call in a queue will wait for an agent before it is disconnected.

3 Enter the Target Abandon Percentage.

Target Abandon Percentage represents the target percentage of abandoned calls. This value works in conjunction with the Predictive Abandon Tolerance setting. In predictive mode, the system will adjust the number of calls dialed to adhere to the Predictive Abandon Tolerance Value setting.

4 Enter the Goal Service Length. (The target number of calls you want in the queue at any point in time.)

5 Enter the Goal Service Time (secs). (The target amount of time you want a call to wait in queue. The Goal Service Time must be lower than the Wait for Available Agent, which is the maximum).

6 Enter the Goal Service Percent. (This setting represents the percentage of time the goal service length and goal service time settings are expected to be upheld. Director automatically



multiplies the Goal Service Percent and the Goal Service Time to calculate Within Goal Service Time.)

7 Enter a number for Calls in Service. This setting is used to approximate the number of active outbound calls in the service at any point in time and is related to the Agents Working in Service field.

8 Enter a number for Agents Working In Service. The number of Agents Working In Service must always be lower than the number of Calls in Service. Calls in Service does not represent the actual number of calls in queue for a service nor does Agents Working In Service represent the actual number of agents logged in to a particular service. Director automatically divides the Calls in Service by the Agents Working In Service to calculate the Call to Agent Ratio. The Call to Agent Ratio is a non-binding target number that can be used in prioritization. Refer to "Priorities" for detailed information on setting Priorities.

9 Enter the name of a Wait Message with a length greater than or equal to the time specified in the Wait for Avail Agent (secs) combo box. A Wait Message is an audio message that a customer hears if there is a delay before the call is routed to an agent. The wait message will be interrupted as soon as the agent on the Outbound service becomes available.

10 Enter the Number of calls Dialed Per Second. Outbound calls can be placed automatically by the system. The number of calls dialed is based on the predefined Call to Agent Ratio. If a Blaster Dial Mode was selected, this value automatically displays.

11 Click Save.



Dispositions Tab (Outbound Service)

Service Admin > Outbound > Create > Dispositions tab

The Disposition tab enables you to select a disposition plan for the service. Individual dispositions are created, assigned a code, and grouped together in a disposition plan. Pre-defined dispositions (expected call outcomes) assist the agent in quickly describing the outcome of a call.



2 Click Edit Plan to create, or modify a Disposition Plan. Refer to "Create, Modify, or Delete a Disposition Plan" for detailed information on disposition plans.

3 Click Save.


Aspect Software Schedule Tab (Outbound Service) | 5–23

Schedule Tab (Outbound Service)

Service Admin > Outbound > Create > Schedule tab


The Outbound Schedule tab differs from its Inbound counterpart in that it enables you to assign time zone groups to Outbound services. It enables you to select a schedule during which the service is active, and also enables you to select a time zone group. A Time Zone Group enables you to configure the time it is safe to start and stop dialing numbers in specific time zones.

The service is considered inactive during all hours outside of the schedule. The service will not accept calls before or after its scheduled time. At stop time, it allows active calls to be completed. Once a schedule is selected, the hours assigned to that schedule display in the Scheduled Run Times list. If no schedule is selected, the service defaults to 24 hours a day, 7 days a week (24x7).

The holidays that are assigned to the schedule are displayed in the Scheduled Holidays list. The holiday will apply to the holidays that fall within the Scheduled Run Times.

1 Select a Scheduled Run Time from the list or click the Edit Schedule to create a new schedule. Refer to "Create, Modify, or Delete Schedules" for detailed information about creating schedules.



Refer to "Schedules Overview" for detailed information on schedules, time zones, and holidays.

2 Select the Time Zone Group from the list or click the Edit Group to create a new Time Zone Group. Refer to "Create, Modify, or Delete a Time Zone Group" for detailed information.

3 Click Save.

Outbound Tables Tab (Outbound Service)

Service Admin > Outbound > Create > Outbound Tables tab

Use the Outbound Tables tab to assign call tables to your new service. See "Table Admin Overview" for detailed information on Outbound Tables.

The Create Outbound Service List window displays existing tables that are currently available within the service along with details about each table.


Aspect Software Outbound Tables Tab (Outbound Service) | 5–25

The Call Data Definition is selected in the Agent Settings tab. Refer to "Agent Settings Tab (Outbound Service)" for additional information. The Table Definition that appears is selected in the Call Data Definition.

Use the up and down arrows to browse through the Outbound tables.

1 To create a new Outbound table, click Create.



The Create Outbound Table window opens.

2 Enter a Table Definition name (maximum of 30 characters).

3 Select the Outbound Table.

4 To import a new table, click Edit Table at the end of the Outbound Table field.

The Table List window opens. For detailed information about tables, refer to "Table Admin Overview".

5 Select the Filter to be applied to the table (if one is required) from the drop down list.

NOTE • A Table Definition name can contain the characters A - Z, a - z, 0 - 9, symbols, spaces, and underscores ( _ ).

• Quotes (single and double quotes) are not allowed.

• Once the original Table Definition name is deleted from the system, the same name can be reused.

NOTE When a table is placed offline or in Backup mode on the Table admin > Table List window, the table data remains in the list. However, when creating an Outbound service, the table name is removed from the Outbound Table field drop down list on the Outbound Tables tab. See "Manage Call Tables" for additional information on call tables.

When the table is Restored, it is placed back on line and the table data is again displayed in the Outbound Tables list drop-down menu.


Aspect Software Outbound Tables Tab (Outbound Service) | 5–27

6 To create a new filter, click Edit Filter at the end of the Filter field.

The Create Filter window opens. For detailed information about creating table filters, refer to "Filters".

7 Enter the Start Record value.

8 Enter the End Record value.

Enter the Start Record and End Record only if you do not want to dial the table in its entirety.

The bottom half of the screen (Details) displays the total number of records in the table, the number of records selected (which is calculated based on the start and end record numbers), and the table definition assigned to this table.

9 If you assigned a filter to the table, click Calculate.

The total number of records that will be dialed once the filter is applied appear in the Selected Records field.

10 Click Save to save the records and return to the Create Outbound Service window.

11 Click the Cancel button to disregard the entry.

12 Select a service from the At the End of the List Flow to Service drop down list at the bottom of the window to allow the system to flow to the chosen service on an agent by agent basis.

Numbers from the selected service are dialed only after all of the numbers from the tables listed on the Outbound Tables tab have been dialed. If you select the same service, numbers from the list of tables will be dialed again. If you set the value in the At the End of the List Flow to Service drop down list to none, dialing stops after all the numbers from the tables listed on the Outbound Tables tab have been dialed. If you flow into a service that is not active, it will become active.

13 Select the Keep Agents on Service after Flow check box to keep the agents active in the current service so that they can handle any contacts that are still outstanding.

14 Select Trickle Service for the ability to add records to a table that is actively dialing. It enables you to "trickle" call table records into existing outbound call tables for callback.

15 Click Save.

NOTE The Keep Agents on Service after Flow check box is only active when the service selected in the At the End of the List Flow to Service drop down list is different from the current service.



Recording Tab (Outbound Service)

Service Admin > Outbound > Create > Recording tab

In this tab, you select the recording properties for calls to a service.

For detailed information on recordings, refer to "Recording Manager Overview".

1 In the Recording tab, select Screen Capture to allow the system to record the agent screen along with the call.






Aspect Software Recording Tab (Outbound Service) | 5–29

a Initiated—A tone or beep sounds when the recording or monitoring starts.b Periodic—A tone is heard repeatedly at the interval specified in seconds.c None—No tone or beep is heard.d Full Duplex—The agent and contact hears the beep or tone.e Agent Half Duplex—Only the agent hears the beep or tone. f Contact Half Duplex—Only the Contact hears the beep or tone.





In the Format section:

8 Select Record Format (The record format used, for example, MULAW.)Refer to "Recording Format and Type Definitions" for definitions of record formats and types.


10 Select Record Bit Rate (The bits per sample used, for example, 8 bit)




a None: Do not allow the system to start and stop any recording in this service.b All Calls: Record every call for this service.c Interval at Every: enter Every [value] Calls (For example, record every 10th call.)d Percent of Calls: enter a Percentage [value] (For example, record 10% of every

calls in this service.)e Duration: enter Record All Calls Greater Than [enter a value] seconds (For

example, record all calls exceeding 120 seconds.)




f Duration Not Exceeding: enter Record All Calls Not Greater Than [enter a value] seconds (For example, record all calls less than 120 seconds.)


14 Click Edit Schedule to select a new schedule or edit an existing schedule. See "Schedules Overview" for more detailed information.

15 Click Save.

Knowledge Base Tab (Outbound Service)

Service Admin > Outbound > Create > Knowledge Base tab





Aspect Software Knowledge Base Tab (Outbound Service) | 5–31

1 Select the Knowledge Base to associate with the service from the list or click the Edit Knowledge Base to create a new Knowledge Base.







7 Click Save.



If you are done populating the tabs to create your Outbound service, click Close in the Outbound Service List window. If there is any information missing, the system will issue an error message. You cannot close the service until you complete the mandatory information.


Chapter 6

Chat Service

This section describes how to create a Chat service, and how to record and monitor chat messages.

In this section:

• "Chat Service Overview"

• "Create, Modify, or Delete a Chat Service"

• "General Tab (Chat Service)"

• "Skills Tab (Chat Service)"

• "Queue Tab (Chat Service)"

• "Agent Settings Tab (Chat Service)"

• "Chat Profile Tab (Chat Service)"

• "Collaboration Tab (Chat Service)"

• "Media Servers Tab (Chat Service)"

• "Dispositions Tab (Chat Service)"

• "Schedule Tab (Chat Service)"

• "Attention Retainers Tab (Chat Service)"

• "Knowledge Base Tab (Chat Service)"

Chat Service Overview

Chat is a type of message exchange done in real time over a network. When message text is entered on a computer by an agent in an exchange between an agent and a customer, it immediately displays on the customer computer screen. When a customer enters message text, it is displayed on the agent desktop.

In Director, you create Chat services by entering and selecting data to set up a service with specific parameters. Each service is assigned a Chat Id, Chat name, established priorities, and other parameters that make it unique in the system. You also have the ability to set an option to enable or disable the service at any time.

A Chat service enables you to:

• Interact with customers using real-time text messaging through the Internet.


6–2 | Chat Service Aspect Software

• Instantly access online discussion groups from a browser-based station.

• Navigate through web pages while talking (assisted co-browsing when a service agent and customer view pages together.)

• Transfer or link the Chat to another resource when needed.

• Record the Chats and play them back at any time.

• Create or modify attention retainers (text or URL) to be used for callers who are waiting for an available agent.

• Monitor the Chat.

Create, Modify, or Delete a Chat Service

Creating a Chat service is similar to creating an Inbound, Outbound or Email service. A series of tabs are used to configure specific settings for the service. Many of the tabs used to create other services require similar information, such as service name and Id, agent skill levels, priorities, and Telephony Bar features. Other tabs require information that is specific to a Chat service, such as the Chat Profile tab.

1 In the Director menu bar, click Service Admin > Chat

The Chat Service List main window opens.

The Chat Service List window displays the service Id, the name of the service, its priority, the number of agents available assigned to the service, the agent queue type, the present status,


Aspect Software General Tab (Chat Service) | 6–3

and whether the service is enabled or disabled. Click on any column heading to change the display to ascending or descending order.

2 Click Create to create a new Chat service. The Create Chat Service window opens. The properties of a Chat service are defined through a set of tabs similar to those in other areas of the system. The General tab is the default tab. Refer to "General Tab (Chat Service)" for more detailed information on the General tab.

To modify a Chat service:

3 Select the Chat Service in the Chat Service List window and click Modify.

The Modify Chat Service window opens.

To delete a Chat service:

4 Select the Chat Service you want to delete and click Delete. The system prompts you to confirm the deletion.



To Copy and Rename a Chat Service:

7 Select the Service you want to copy and click Copy.

All data is copied except the fields that are restricted to that specific service (for example, Name and Short Description fields.)


9 Click Save and return to the Chat Service List. The service you copied and renamed appears in the list.

General Tab (Chat Service)

Service Admin > Chat > Create > General tab

The General tab enables you to enter basic information about the Chat service. The properties of a Chat service are defined in a set of tabs that are similar to those in other service areas of the system. The General tab is the default tab.

NOTE Do not click Save until you have finished making your changes in each tab or the Modify Chat window will close.





3 Select an Application from the drop down list or click Edit Application to create a new application. Prior to configuring a service, you must first set up an Application in which to assign the service. An Application is your company category identification or hierarchy. See "Hierarchy" for detailed information on hierarchies. Refer to "Create, Modify, or Delete an Application" for instructions on how to create an Application.

4 Select a Priority Template or click Edit Priority Template to create a new template. The Priority Template is used to determine the order in which the call is answered if the static priorities of two or more services are the same. A Static Priority is an assigned rating for calls

NOTE • A service Name can contain the characters A - Z, a - z, 0 - 9, and underscores ( _ ). (For examples, Chat1, international_chat, or Chat_B_1)





Aspect Software Skills Tab (Chat Service) | 6–5

based on order of importance. For detailed information about creating priority templates, refer to "Create, Modify, or Delete a Priority".



7 Select the Service Message from the drop-down list. The Service Message is the first message that a caller hears when they enter the service. If an agent is unavailable, the caller is placed in a queue.

8 Select an M3 Service from the Reroute MMM list. Contacts are rerouted to the selected M3 Service.


10 Click Save.

Skills Tab (Chat Service)

Service Admin > Chat > Create > Skills tab

The Skills tab enables you to define what skills (if any) are required by a service. Only skills that were created earlier are available in this tab. Once you assign skills, you can route chat calls to the agents assigned to the service based on their skill weight and how it matches up to the skill level requirements of the service.

To perform skills-based routing, the system matches up the skill weight required for the service against the skill weight of the agent. Director then provides a numerical calculation and assigns the agents to a service based on their ability to meet the skill level requirements for the service. Idle agents with the higher weights are the first to receive calls for the service when skills-based routing is used. They are followed by the agents with minimal or non-matching skill levels. More on skills-based routing is discussed in "Queue Tab (Chat Service)".

1 From the All Skills list box, select the skill you want to add to the service.




Aspect Software Skills Tab (Chat Service) | 6–7







12 Click Save.








4 Click Save.






5 Click Save.


Aspect Software Queue Tab (Chat Service) | 6–9



2 Click Delete.

3 Click Save.

Queue Tab (Chat Service)

Service Admin > Chat > Create > Queue tab


1 Select Match Skills to select the agents and workgroups that match all of the skills that were selected in the Skills tab. Refer to "Skills Tab (Chat Service)" for more information. The agent or workgroup must possess all of the skills listed in the Skills for this Service list. If there are no agents with all of the skillsets, the Available Agents list is blank.



2 Select workgroups from the Available Agents list to add all of the agents that belong to the selected workgroup.

3 Select Match Skills to select the agents and workgroups that match the skills that were selected in the Skills tab.

4 Click the Others option to see all of the agents and workgroups.










9 Click the double arrows pointing left to move all of the agents and workgroups back to the Available Agents list at once.

10 Move the agents up and down the Service Queue list by clicking the buttons at the bottom of the list. If you are using Terminal or Skills-based routing, moving your best agent to the top of the list guarantees that they will receive the first contact if they are available.


Queue Type is the method of routing calls to the agents and workgroups. If you select Circular or Terminal routing, you can move agents up and down the list by clicking the arrows at the bottom of the Service Queue list box. Move your best agent to the top of the list to guarantee


• If you select workgroups rather than individual agents to assign to a service it enables a director to manipulate all of the agents within the workgroup rather than individually within a service.


Aspect Software Agent Settings Tab (Chat Service) | 6–11

that they will receive the first call in Circular and the first call in Terminal routing if they are available.

See "Queue Types" for a description of all routing methods.

12 Click Save.

Agent Settings Tab (Chat Service)

Service Admin > Chat > Create > Agent Settings tab

In this tab, define the functions that are available on the agent desktop when the agent is handling a call from the service. The service rights assigned in this tab take precedence over individual agent rights. When an agent is active on a call for the service, the agent can only perform those tasks allowed by the service, regardless of the standard access rights of the agent. When the call is completed and dispositioned, the agent settings revert back to the agent default telephony settings.

1 Enter the Script Startup Command Line name.

The script startup command line directs the EnsemblePro system to launch a specific application each time an agent logs in, if they are assigned to that service. Script startup command lines most often represent the path to a secondary application that the agent uses when taking calls for the service.The command line (path) to the file must be consistent on each agent station for the secondary application to open when the agent logs into the service.








The Call Data window is a pop-up window that opens on the agent desktop each time the agent receives a contact. It contains information related to the contact (for example, the contact name and address).






Aspect Software Agent Settings Tab (Chat Service) | 6–13



8 In the Chat section, select the options next to the chat features that the agents can access for the service (Record, Disconnect, and Knowledge Base).

9 Select Require Dispositions. The Wrap Warning Delay option is enabled when a disposition is required by the service.







16 Click Save.



Chat Profile Tab (Chat Service)

Service Admin > Chat > Create > Chat Profile tab

Use the Chat Profile tab to reroute calls from one service to another based on predefined criteria.

1 Select a ReRoutes Reason from the list.

• Holiday - The state a service goes into if it is a holiday and there are no agents logged in to the service.

• Queue Max Time - Maximum amount of time (in seconds) for a contact to remain in queue.

• Queue Max Length - Maximum number of calls allowed in queue.

• Unmanned - The state a service goes into if it is active but there are no agents logged in or agents are on break.


Aspect Software Chat Profile Tab (Chat Service) | 6–15

• Inactive/Disabled - A service is manually disabled or is inactive based on the scheduled start and stop times of the service. There is an option to disable a service in the Chat General tab. Select the Inactive/Disabled check in the ReRoutes section of the Chat Profile tab for a contact that tries to reach a disabled or inactive service.

Based on the selected ReRoute Reason, Threshold or Chat Service is enabled. For example, if Holiday is the ReRoute Reason, only the Chat Service drop-down list is enabled. If Queue Max Time is selected, Threshold and Chat Service are both enabled.

2 Enter the Threshold. Threshold is only applicable for the Queue Max Length and Queue Max Time Reroute Reasons.

The number of calls that overflow to another destination when queue max length and queue max time thresholds are exceeded.

3 Select the Chat Service you want to reroute to from the drop-down list.

4 In the Service Goals section, enter the Goal Service Length. Goal Service Length is the target number of calls in the queue.

5 Enter the Goal Service Percent. The percentage of time the goal service length and goal service time settings are expected to be upheld.

6 Enter the Goal Service Time. Goal Service Time is the target amount of time for a contact to wait in queue.

Director uses Goal Service Percent and Goal Service Time to calculate the service level within the Goal Service Time (in seconds) used for prioritization.

7 Enter a number for Calls in Service.

8 Enter the number of Agents Working In Service.

a The number of Agents Working In Service must always be lower than the number of Calls In Service. This setting is used to approximate the number of active agents in the service at any point in time. Director automatically divides Calls in Service by the number of Agents Working in Service to calculate the Call To Agent Ratio. For example, to create a ratio of 1.5 calls to 1 agent, you would enter 3 in the Calls In Service setting and 2 in the Agents Working In Service setting.

b Calls in Service does not represent the actual number of calls in queue for a service nor does Agents Working In Service represent the actual number of agents logged in to a particular service. The Call to Agent Ratio is a non-binding target number that can be used in prioritization. Refer to "Priorities" for detailed information on setting Priorities.

NOTE As you enter the required information for every reason, the entry is updated in the ReRoutes list box.

NOTE You can only reroute a chat service to another chat service.



9 In the Recordings section, select an option.

Recordings determine the amount or way chat sessions are recorded. For example, you can choose to record All Calls, to create an Interval (every other chat or every five chats), or to only record chats that are longer than three minutes (Duration.) You also have the options not to record (None) or to record only a percentage of calls (% of Calls.)

a When selecting Interval, enter a value in Every chats.b When selecting % of Calls, enter a value in Percentage.c When selecting Duration, enter a value in Record All Chats greater than.

10 Select a Greeting (Text that appears in the customer chat window when an agent is connected to the customer).

11 Select a Salutation (Text that appears in the customer chat window when an agent ends a chat).

12 Click Save.

Collaboration Tab (Chat Service)

Service Admin > Chat > Create > Collaboration tab

The Collaboration tab enables you to set up the agent and customer to interact and co-browse online. Use this section to select the Push options that allow an agent and customer to send (push) specific pages to each other. In the URL section, you set the Chat Links (URL addresses) for the agent URL and the customer URL.


Aspect Software Collaboration Tab (Chat Service) | 6–17

1 In the Web Collaboration section, select an option for Agent Push.

2 In the Agent Push section, select Agent Led Drag and Drop to allow an agent to send information to a customer without the customer requesting it.

3 Select Drag and Drop only to allow both the agent and customer to send information without the agent or customer requesting it.

4 Select Allow Customer to Push to Agent to allow the customer to send information to an agent without the agent requesting it.

5 In the URL’s section, select the Uniform Resource Locators (URLs) associated with the chat service.

a Select the Agent URL from the drop-down list or click Edit Agent to create an agent URL. b Select the Customer URL from the drop-down list or click Edit Customer to create a

Customer URL. c Select the No Media Server Available URL from the drop-down list or click Edit No

Media Server to open the Create Chat Links window. If a media server is not available for a chat service, use this window to create a new URL address that the system can point to.



Refer to "Create, Modify, or Delete Chat Links" for information about creating, modifying, or deleting Chat Links.

6 Click Save.

Media Servers Tab (Chat Service)

Service Admin > Chat > Create > Media Servers tab

Use the Media Servers tab to select the media servers assigned to a service. A media server must be configured before it is available to a service. To configure servers, refer to the EnsemblePro Server Configurator User Guide.

1 Select the Media Servers from the list.

2 Click the arrow pointing right to move the selected media server from the Media Servers list to the Service Media Servers list.

3 To move all of the media servers at once, click the double arrows pointing right.


Aspect Software Dispositions Tab (Chat Service) | 6–19

4 To remove a media server, select it from the Service Media Servers list and click the arrow pointing left to move it back to the Media Servers list.

5 Click the double arrows pointing left to move all of the media servers back to the Media Servers list.

6 Click Save.

Dispositions Tab (Chat Service)

Service Admin > Chat > Create > Dispositions tab

The Disposition tab enables you to select a disposition plan for the service. Individual dispositions are created, assigned a code, and grouped together in a disposition plan. Pre-defined dispositions (expected contact outcomes) assist the agent in quickly describing the outcome of a contact.





2 To create a new disposition plan, click Edit Plan. The Disposition Plan List window opens. For detailed information about creating, modifying, or deleting disposition plans, refer to "Create, Modify, or Delete a Disposition Plan".

3 Click Save.

Schedule Tab (Chat Service)

Service Admin > Chat > Create > Schedule tab


Once a schedule is assigned, the service will not accept requests before or after its scheduled time. The service is considered inactive during all hours outside of the schedule. At stop time, it allows requests in queue and active contacts to be completed and either reroutes or delivers a URL message after the stop time. Chat requests received before the start time are rerouted or a URL message is delivered to the contact.

Once a schedule is selected, the hours assigned to that schedule display in the Scheduled Run Times list. If no schedule is selected, the service defaults to 24 hours a day, 7 days a week (24x7).

The holidays that are assigned to the schedule are displayed in the Scheduled Holidays list. Client requests can be rerouted to an M3 script on days designated as holidays.

1 Select the Schedule from the drop-down list or click Edit Schedules to create a new Schedule.


Aspect Software Attention Retainers Tab (Chat Service) | 6–21

See "Create, Modify, or Delete Schedules" for detailed information on creating schedules and see "Create, Modify, or Delete Holidays" for creating holidays.

2 Click Save.

Attention Retainers Tab (Chat Service)

Service Admin > Chat > Create > Attention Retainers tab

Use the Attention Retainers tab to assign Attention Retainers for the service. For additional information on attention retainers, refer to "Attention Retainers".



1 Select the Active attention retainer from the drop-down list. The Active attention retainer plays when the service is active (within scheduled hours).

2 Select the Holiday attention retainer from the drop-down list. The Holiday attention retainer plays on scheduled holidays.

3 In the Reroute Attention Retainer section, select a Queue Max Time reroute attention retainer from the drop-down list.

4 Select Queue Max Length reroute attention retainer from the drop-down list.

5 Select an Unmanned reroute attention retainer from the drop-down list.

6 Select an Inactive/Disabled reroute attention retainer from the drop-down list.

The Inactive/Disabled reroute attention retainer is played when the service is not active.

7 In the Attention retainer section, select retainer options.

a Select Active to deliver an attention retainer to online contacts who are waiting in a queue in an active service.

NOTE Click Edit at the end of each option to create a new Attention Retainer for that option.


Aspect Software Knowledge Base Tab (Chat Service) | 6–23

b Select Queue Max Length to deliver an attention retainer to online contacts who are being rerouted when the number of chat requests in queue exceed the Queue Max Length.

c Select Unmanned to deliver an attention retainer to online contacts who place a chat request for a service that is unmanned.

d Select Queue Max Time to deliver an attention retainer once wait time in queue has reached the maximum queue time setting.

e Select Holiday to deliver a holiday attention retainer to online contacts who initiate a chat request during a holiday.

f Select Inactive/Disabled to deliver a holiday attention retainer to online contacts who initiate a chat request for an inactive or disabled service.

8 In the Audio section, select Whisper Message. A Whisper Message is played each time an agent receives a contact for a service. Whisper Messages are used to advise the agent of the type of contact that he or she is receiving.

9 Click Save.

Knowledge Base Tab (Chat Service)

Service Admin > Chat > Create > Knowledge Base tab






1 Select the Answer Wizard Database associated with the service from the drop-down list or click Edit Answer Wizard Base to create a new one.







7 Click Save.

If you are done populating the tabs to create your Chat service, click Close in the Chat Service List window. If there is any information missing, the system will issue an error message. You cannot close the service until you complete the mandatory information.


Chapter 7

Email Service

This section describes how to create and configure an Email Service and the libraries of Email (queues) that can be assigned to the services.

In this section:

• "Email Service Overview"

• "Create, Modify, or Delete an Email Service"

• "General Tab (Email Service)"

• "Skills Tab (Email Service)"

• "Agent Queue Tab (Email Service)"

• "Agent Settings Tab (Email Service)"

• "Queues Tab (Email Service)"

• "Inbound Tab (Email Service)"

• "Inbound Reply Tab (Email Service)"

• "Outbound Tab (Email Service)"

• "Dispositions Tab (Email Service)"

• "Schedule Tab (Email Service)"

• "Answer Wizard Tab (Email Service)"

Email Service Overview

The Email service enables agents and directors to communicate with customers by electronic mail (Email). It is an Automated Mail Distribution (AED) service designed to manage incoming and outgoing Email.

Features include:

• Processing of Inbound emails by automatic queueing, prioritizing, and routing to agents.

• Allowing agents to address email inquiries with personalized responses.

• Routing configured and based on business rules defined within the Multi Media Manager (e.g. routing emails based on their subject lines).

• Attaching documents to all outgoing emails, and the ability to receive attachments.


7–2 | Email Service Aspect Software

• Pre-defining custom headers, footers and signatures for each agent, service or group.

• Allowing for director review of email replies prior to transmission.

• Allowing contact center managers to set up a configuration that allows all emails from the same address to be grouped together so that a customer sending in multiple queries will interact with the same agent on all of the emails sent by that customer at one time.

• Configuring a Knowledge Base for frequently asked questions.

• Allowing contact center managers the capability to define multiple outbound email campaigns.

• Defining email distribution lists for Email services. See "Distribution Lists" for detailed information about creating Distribution Lists.

Create, Modify, or Delete an Email Service

Creating an Email service is similar to creating an Inbound, Outbound, CTI, Chat, or Workflow service. A series of tabs are used to configure specific settings for the service. Many of the tabs used to create other services contain similar information, such as service name and Id, agent skill levels, priorities, and Telephony Bar features. Other tabs require information that is specific to an Email service, such as the Inbound Reply tab.

1 In the Service Admin menu, click Service Admin > Email

The Email Lists window opens. This window enables you to create a new service, modify, delete, or copy an existing service. It also enables you to use an existing service.


Aspect Software General Tab (Email Service) | 7–3

The Email Service List window displays the service Id, the name of the service, its priority, the number of agents assigned to the service, the agent queue type, the present status, and whether the service is enabled or disabled. Click on any column heading to change the display to ascending or descending order.

2 Click Create.

The Create Email window opens. The properties of an Email service are defined through a set of tabs similar to those in other areas of the system. The General tab is the default tab. Refer to "General Tab (Email Service)" for more information on the Email General tab.

3 To modify an Email service, select it and click Modify.

The Modify Email window opens.

4 Make changes and click OK to save the entries.

5 To delete an Email service, select it and click Delete.




To Copy and Rename an Email service:

8 Select the Service you want to copy and click Copy. All data is copied except the fields that are restricted to that specific service (for example, Name and Short Description fields).


10 Click Save and return to the Email Service List. The service you copied and renamed appears in the list.

General Tab (Email Service)

Service Admin > Email > Create > General tab

The General tab is the first tab that opens when you create an Email service. It contains basic information, (such as name, application, and priority template) about the service. The properties of an Email service are defined in a set of tabs that are similar to those in other service areas of the system. The General tab is the default tab.



1 Enter a Name for the service (maximum of 80 characters)..



NOTE • A service Name can contain the characters A - Z, a - z, 0 - 9, and underscores ( _ ). (For examples, Email1, international_email, or EMAIL_B_1)





Aspect Software General Tab (Email Service) | 7–5

4 Select a Priority Template or click Edit Priority Template to create a new template. The Priority Template is used to determine the order in which the call is answered if the static priorities of two or more services are the same. A Static Priority is an assigned rating for calls based on order of importance. For detailed information about creating priority templates, refer to "Priorities".


6 Select a Send Email Address or click Edit Mail Address to create a new email address. For detailed information about Email addresses, refer to "Email Accounts".

7 Select an M3 Service from the RerouteMMM list. Contacts are rerouted to the selected M3 Service.


9 Select a Whisper Message. A Whisper Message is played each time an agent receives a call for a service. Whisper messages are another method used to advise the agent of the type of call that is being received. When a call is delivered to an agent, an audio whisper message is played to the agent quickly identifying the purpose of the call before the agent engages the customer.


11 Click Save.



Skills Tab (Email Service)

Service Admin > Email > Create > Skills tab

The Skills tab enables you to define what skills (if any) are required by the service. Only skills that were created earlier are available in this tab. Once skills are assigned, calls can be routed to the agents assigned to this service based on their skill weights and how they match up to the skill level requirements of the service.

To perform skills-based routing, the system compares the skill weight required for the service with the skill weight of the agent. Director then provides a numerical calculation and assigns the contact to the agents based on their ability to meet the skill level requirements for this service. Idle agents with the higher weights are the first to receive emails for the service when skills-based routing is used. They are followed by the agents with minimal or non-matching skill levels.


2 Click the down arrow to move the skill to the Skills for this Service list..




Aspect Software Skills Tab (Email Service) | 7–7













12 Click Save.


Aspect Software Skills Tab (Email Service) | 7–9






4 Click Save.








5 Click Save.



2 Click Delete.

3 Click Save.

Agent Queue Tab (Email Service)

Service Admin > Email > Create > Agent Queue tab

The Agent Queue tab enables you to add or remove agents and workgroups from a service.

1 Select Match Skills to select the agents and workgroups that match all of the skills that were selected in the Skills tab. For detailed information about the creating skills, refer to "Skills Tab (Email Service)". The agent or workgroup must possess all of the skills listed in


Aspect Software Agent Queue Tab (Email Service) | 7–11

the Skills for this Service list. If there are no agents with all of the skillsets, the Available Agents list is blank.

2 Click Others the see all of the agents and workgroups.

3 Click the arrow pointing right to move the agents and workgroups from the Available Agents list to the Service Queue list.




7 Click the double arrow pointing left to move all of the agents and workgroups back to the Available Agents list at once.

8 Move the agents up and down the Service Queue list by clicking the arrows at the bottom of the Service Queue list. If you are using Terminal or Skills-based routing, moving your best agent to the top of the list guarantees that they will receive the first contact if they are available.


• Select workgroups rather than individual agents to allow a director to select a group of agents to assign to a service and also to allow a director to manipulate all of the agents within the service.

NOTE • If you move a workgroup from the Available Agent list to the Service Queue list all of the current members of that workgroup will move with the workgroup to the Service Queue list.

• If an agent is moved to the Service Queue list, then the workgroup that agent belongs to is also moved to the Service Queue list. The Service Queue list contains the workgroup of only the selected agents. The presence of a workgroup in the Service Queue list indicates that at least one of the agents from that workgroup is assigned to the service.

• If a workgroup (or all of the agents that belong to a workgroup) are moved from the Available Agents list to the Service Queue list, the workgroup no longer appears in the Available Agents list.

• You can assign or move a workgroup to the Service Queue list even if some of the agents that belong to that workgroup already appear in the Service Queue list.

NOTE If you move one agent from the Service Queue list back to the Available Agents list, then the workgroup that the agent belongs to also appears in the Available Agents list.



9 In the Review all Email for Service section, select Yes to review all of the agent and workgroup Email.

10 Select No if you do not want to review agent and workgroup Email.


Queue Type defines the method for routing calls to agents and workgroups. See "Queue Types" for a description of the different routing methods.

If you select Circular or Terminal routing, you can move agents up and down the list by clicking the arrows at the bottom of the Service Queue list. Move your best agent to the top of the list to guarantee that they will receive the first call in Circular and the first call in Terminal routing if they are available.

12 Click Save.

Agent Settings Tab (Email Service)

Service Admin > Email > Create > Agent Settings tab

In this tab, define the functions that are available on the agent desktop when the agent is handling a call from the service. The service rights assigned in this tab take precedence over individual agent rights. When an agent is active on a call for the service, the agent can only perform those tasks allowed by the service, regardless of the standard access rights of the agent.


Aspect Software Agent Settings Tab (Email Service) | 7–13

When the call is completed and dispositioned, the agent settings revert back to the agent default telephony settings.










The Call Data window is a popup window that opens on the agent desktop each time the agent receives a contact. It contains information related to the incoming contact (for example, the contact name and address).












15 Click Save.




Aspect Software Queues Tab (Email Service) | 7–15

Queues Tab (Email Service)

Service Admin > Email > Create > Queues tab

Use the Queues tab to select the queue addresses assigned to the service.

1 Select the Queue Address from the Available Queues list or click Edit Queue to create a new Email queue.

2 Click the down arrow to move the queue address from the Available Queues list to the Selected Queues list.

3 To remove a queue address, select the address from the Selected Queues list and click the up arrow to move the queue address back to the Available Queues list.

4 If a warning appears, click OK.

5 Clear the extra queues and click Save.

NOTE Only one queue address can be selected for a service. If more than one queue address is selected, a warning appears.



Inbound Tab (Email Service)

Service Admin > Email > Create > Inbound tab

The Inbound tab enables you to configure settings for managing incoming Emails without having to manually intervene. It enables you to route, track, and respond to high volumes of customer email. You can configure the service to enable group emails in a queue from the same sender to be delivered to the same agent and you can apply service goals such as service length, time, percent, and call to agent ratio to inbound Emails.

1 In the General section, select Enable NLP (Natural Language Processing) to activate the AutoResponse and Confidence Level options.

NOTE Natural Language Processing is a complex algorithm used to read and analyze the subject and body of an email and identify matching responses from the Knowledge Base.


Aspect Software Inbound Tab (Email Service) | 7–17

2 Enter the Confidence Level. The confidence level is an indicator of the extent of the match resulting from the NLP. It ensures that the replies that are transmitted back to customers are the correct answers.

3 Select On in the AutoResponse option to automatically reply to inbound Email. Based on the confidence level obtained from the NLP analysis of the incoming email, the system can send an auto response back to the email originator.

4 Select the Mode from the drop-down list.

The mode determines whether an agent receives email automatically (Agent Response selected) or if the agent has to request an email to receive one (Self Service selected).

5 Select Group Emails to group Emails from the same sender and deliver the Emails to the same agent.

6 Select the Servers from the Available Servers list by using the right and left single and multiple arrows. This section displays all of the servers associated with the service.

In the Service Goals section, enter the Goal Service Length (in minutes). The target number of calls you want in the queue at any point in time.

7 Enter the Goal Service Time (in seconds). The target amount of time you want a call to wait in a queue.

8 Enter the Goal Service Percent. The percentage of time the goal service length and goal service time settings are expected to be upheld.

Director uses Goal Service Percent and Goal Service Time to calculate the % within Goal Service Time (in seconds).

9 Enter the number of Calls In Service. A setting used to approximate the number of active calls in the service at any point in time.

NOTE In an Agent Response, directors can provision emails that have a confidence level lower than a set threshold to be delivered as suggested responses to the agent. The agent receives a set of suitable answers from the knowledge base that they can then modify prior to responding to the customer.

In Self-Service mode, agents can request and respond to emails from the queue.



10 Enter the number of Agents Working In Service.

11 Select the appropriate Queue.

12 To modify the reroute configuration, select a ReRoute Reason.

The Reroute Configuration and Acknowledgements fields are enabled.

Each mail queue has a predefined ReRoute Reason. For each reason, a reroute configuration is defined in similar way as in the Answer Profile tab of an Inbound service. The only difference is that the Route Type here is an Email Service and the destination is a mail Queue.

13 In the Reroute Configuration section, enter the new Threshold or use the up and down arrows.

14 Select the Service.

15 Select the Queue.

16 Select the Address.

17 In the Acknowledgements section, select an acknowledgement from the Active, Holiday, and Reroute lists.

If a queue (service) is active, then the Active acknowledgment is sent when the mail queue receives an Email. If the queue is in Holiday or Reroute mode, then the selected Holiday or Reroute acknowledgment is sent.

18 Click Save.


For example, to create a ratio of 1.5 calls to 1 agent, you would enter 3 in the Calls In Service setting and 2 in the Agents Working In Service setting.

Calls in Service does not represent the actual number of calls in queue for a service nor does Agents Working In Service represent the actual number of agents logged in to a particular service. The Call to Agent Ratio is a non-binding target number that can be used in prioritization. Refer to "Priorities" for detailed information on setting Priorities.


Aspect Software Inbound Reply Tab (Email Service) | 7–19

Inbound Reply Tab (Email Service)

Service Admin > Email > Create > Inbound Reply tab

The Inbound Reply tab enables you to define, modify, or delete the agent selectable Email, attachments, greetings, and closings for each queue. All of the lists are refreshed when another queue is selected.

1 Select one of the queues from the Queue list. The other sections are automatically populated.

The Agent Selectable Emails list enables you to create, modify, or delete selected agent Email.

a To create an Email, click Edit Emails. The Edit Email window opens.b Select the new Email from the Email drop-down list and click Create to create a new

Email. Refer to "Email Admin Overview" for detailed information about creating, modifying, and deleting emails.



c To modify an Agent Selectable Email, select the Email and click Modify. The Email Edit window opens.

d Make changes and click Save to return to the Inbound Reply tab. The changes appear in the Agent Selectable Emails list.

The Agent Selectable Greetings list enables you to create, modify, or delete selected agent greetings.

a To create a greeting, click Edit Greetings. The Greetings Edit window opens. Refer to "Email Greetings" for detailed information about creating, modifying, and deleting email greetings.

b Select the new greeting from the Greeting drop-down list or click Edit Greetings to create a new Greeting.

c To modify an Agent Selectable Greeting select it and click Modify. The Greetings Edit window opens.

d Make changes and click Save to return to the Inbound Reply tab. The changes appear in the Agent Selectable Greetings list.

The Agent Selectable Attachments list enables you to create, modify, or delete selected attachments.

a To create an attachment, click Edit Attachments. The Attachments Edit window opens. Refer to "Email Attachments" for detailed information about creating, modifying, and deleting email attachments.

b Select the attachment from the Attachment drop-down list or click Edit Attachments to create a new Attachment.

c To modify an Agent Selectable Attachment select it and click Modify. The Attachments Edit window opens.

d Make changes and click Save to return to the Inbound Reply tab. The changes appear in the Agent Selectable Attachments list.

The Agent Selectable Closings list enables you to create, modify, or delete selected closings.

a To create a Closing, click Edit Closings. The Closings Edit window opens. b Select the new closing from the Closing drop-down list or click Edit Closings to

create a new Email Closing. Refer to "Email Closings" for detailed information about creating, modifying, and deleting email closings.

c To modify an Agent Selected Closing, select it and click Modify. The Closings Edit window opens.

d Make changes and click Save to return to the Inbound Reply tab. The changes appear in the Agent Selectable Closings list.

2 Click Save.


Aspect Software Outbound Tab (Email Service) | 7–21

Outbound Tab (Email Service)

Service Admin > Email > Create > Outbound tab

The Outbound tab defines the Email (with selected attachments) that is sent to the Email addresses from a selected distribution list for a particular queue. Set up the Outbound tab by first selecting the queue. The selected queue associates one or more distribution lists with the list control, along with the Email messages and attachments. When a distribution list is activated (from the Distribution List monitoring screen), all of the addresses specified in the distribution list definition receive the selected Email with the specified attachments.

1 Select one of the queues from the Queues list. The other sections populate automatically.

2 To create a Distribution List, click Edit Distribution. The Distribution Lists window opens. Refer to "Distribution Lists" for detailed information about creating, modifying, and deleting Distribution Lists.

3 Click Use to add the selected distribution list to the service.

4 To modify a Distribution List select it and click Modify. The Distribution Lists window opens.



5 Make changes and click OK to return to the Outbound tab. The changes appear in the Distribution List.

6 To create an Email, click Edit Emails. The Email Edit window opens. Refer to "Email Admin Overview" for detailed information about creating, modifying, and deleting emails.

7 Select an Email from drop-down list or click Create to create a new Email.

8 To modify an Email, select it and click Modify. The Email Edit window opens.

9 Make changes and click OK to return to the Outbound tab. The changes appear in the Emails list.

10 To create Selected Email Attachments, click Edit Attachments. The Attachments Edit window opens.

11 Select the Attachment from the drop-down list or click Create to create a new Attachment.

12 To modify an Attachment, select it and click Modify. The Attachments Edit window opens.

13 Make changes and click OK to return to the Outbound tab. The changes appear in the Selected Email Attachments list.

14 Click Save.

Dispositions Tab (Email Service)

Service Admin > Email > Create > Dispositions tab




Aspect Software Schedule Tab (Email Service) | 7–23


2 To create a new disposition plan, click Edit Plan. The Disposition Plan List window opens. For detailed information about creating, modifying, or deleting disposition plans, refer to "Disposition Plans".

3 Click Save.

Schedule Tab (Email Service)

Service Admin > Email > Create > Schedule tab


Once a schedule is assigned, the service will not accept emails before or after its scheduled time. The service is considered inactive during all hours outside of the schedule. At stop time, it allows



emails in queue and active emails to be completed. Before a start time or after the stop time, it will either reroute to another mailbox or reroute to an M3 script. Refer to "Inbound Tab (Email Service)" for information on rerouting email.


The holidays that are assigned to the schedule are displayed in the Scheduled Holidays list.

1 Select a Schedule from the drop-down list or click Edit Schedule to create a new Schedule.

Refer to "Schedules Overview" for detailed information on schedules and holidays.

2 Click Save.


Aspect Software Answer Wizard Tab (Email Service) | 7–25

Answer Wizard Tab (Email Service)

Service Admin > Email > Create > Answer Wizard tab

Use the Answer Wizard tab to select the Knowledge Base Catalog associated with a service.

1 Select the Answer Wizard Database from the drop-down list or click Edit Answer to create a new Answer Wizard Database.

2 Select a Queue from the list to enable the rest of the options.

If Auto Response is activated, the system replies with a predefined Email if the confidence level (set in the Inbound tab) is high enough.

3 Select the Email to send from the drop-down list or click Edit Email to create a new Email.



4 Select the Inline option to send the Email as inline text.

5 Select the As Attachments option to send the Email as an attachment.

6 Select a set of characters from the Marker drop-down list.

The Marker tells the system where to insert the answers (if any) that are found in the Answer Wizard Database.

7 Select a category from the Available Categories list.

8 Click the arrow pointing to the right to move the category to the Service Categories list.

9 Follow the same procedure for each of the categories selected.

10 Click the arrow pointing to the left to move the categories back to the Available Categories list.

11 Click Save.

If you are done populating the tabs to create your Email service, click Close in the Email Service List window. If there is any information missing, the system will issue an error message. You cannot close the service until you complete the mandatory information.


Chapter 8

Workflow Service

This section provides an overview of a Workflow service and describes how to create an automated workflow service.

In this section:

• "Workflow Service Overview"

• "Create, Modify, or Delete a Workflow"

• "General Tab (Workflow Service)"

• "Skills Tab (Workflow Service)"

• "Agent Queue Tab (Workflow Service)"

• "Agent Settings Tab (Workflow Service)"

• "Answer Profile Tab (Workflow Service)"

• "Dispositions Tab (Workflow Service)"

• "Schedule Tab (Workflow Service)"

Workflow Service Overview

Automated Workflow Distribution (AWD) is the automation of internal business operations, tasks, and transactions that simplify and streamline business processes. It is a process in which inbound work tasks (such as routing help desk tickets, a fax, order forms, or other electronic media) are automatically queued, prioritized, and routed to agents within the contact center.

Workflow tasks are placed on hold (queued in a sequential order within a Workflow service) until an agent is available to handle the task. Once queued, these tasks will be handled in a first in first out (FIFO) basis.

Parameters are set in this module to route customer contacts to agents. The methods used to route customer contacts are.

• Skills-Based Routing (SBR) enables workflow tasks to be routed to the most qualified agent. The system compares the skill needs of the Workflow service to the skill profile of the agent and determines the best-suited agent to manage the task.

• Terminal Routing is a simplified form of SBR. Agents are ranked in the Workflow service by a director.


8–2 | Workflow Service Aspect Software

• Circular Workflow Routing allows for an equal distribution of workflow tasks to agents. The skill profile of agents is not used and tasks are simply distributed to agents in a sequential order.

• Longest Idle Workflow Routing allows Workflow tasks to be routed to the agent who has been idle for the longest amount of time.

• Workflow Re-Routing is based on Unmanned. If a service is active, but there are no agents logged into it (or all agents are on break), workflow tasks are rerouted to another available service or to an M3 script.

• Workflow Re-Routing based on Queue Length: Contact center managers can provision the maximum number of tasks that they want in queue at any point in time. If the maximum threshold is reached, tasks are rerouted to another service or M3 service.

• Workflow Re-Routing based on Wait Time: Contact center managers set the maximum time that they will allow a workflow task to wait in queue. If the wait time in queue has reached the maximum time provisioned, tasks are rerouted to another workflow service or script.

• Conditional Workflow Routing based on Schedule: A routing is set for a workflow task that is received within and outside a defined service schedule.

• Conditional Workflow Routing based on Holiday: Inbound workflow tasks are rerouted to another workflow service or an M3 script on days designated as Holidays.

The system supports multiple Workflow services and agents working in multiple services concurrently. Creating a workflow service is similar to creating other services.

Create, Modify, or Delete a Workflow

Creating a Workflow service is similar to creating an Inbound, Outbound, CTI, Chat, or Email service. A series of tabs is used to configure specific settings for the service. Many of the tabs used to create other services contain similar information, such as service name and Id, agent skill levels, priorities, and Telephony Bar features.

1 In the Director menu, click Service Admin > Workflow.


Aspect Software Create, Modify, or Delete a Workflow | 8–3

The Workflow Service main window opens.

The Workflow Service List window displays the service Id, the name of the service, its priority, the number of agents assigned to the service, the agent queue type, the present status, whether the service is enabled or disabled, and the service schedule. Click on any column heading to change the display to ascending or descending order.

2 To create a new Workflow Service, click Create.

The Create Workflow Service window opens.The properties of a Workflow service are defined through a set of tabs similar to those in other areas of the system. The "General Tab (Workflow Service)" is the default tab.

To Modify a Workflow service:

3 Select the Service you want to modify and click Modify.

To Delete a Workflow service:

4 Select the service you want to delete and click Delete.


NOTE Do not click Save until you have finished making your changes in each tab or the Modify Workflow window will close.




Click No to disregard the command.

To Copy and Rename a Workflow service:

6 Select the Service you want to copy and click Copy. All data is copied except the fields that are restricted to that specific service (for example, Name and Short Description fields).


8 Click Save and return to the Workflow Service List. The service you copied and renamed appears in the list.

General Tab (Workflow Service)

Service Admin > Workflow > Create > General tab

The General tab enables you to enter basic information about a Workflow service. The properties of a Workflow service are defined in a set of tabs that are similar to those in other service areas of the system. The General tab is the default tab.


NOTE • A service Name can contain the characters A - Z, a - z, 0 - 9, and underscores ( _ ). (For examples, Workflow1, international_workflow, or Workflow_B_1)





Aspect Software General Tab (Workflow Service) | 8–5


3 Select an Application from the drop down list or click Edit Application to create a new application. Prior to configuring a service, you must first set up an Application in which to assign the service. An Application is your company category identification or hierarchy. See the "Hierarchy" section for detailed information on hierarchies. Refer to "Create, Modify, or Delete an Application" for instructions on how to create an Application.

4 Select a Priority Template or click Edit Priority Template to create a new template. The Priority Template is used to determine the order in which the call is answered if the static priorities of two or more services are the same. A Static Priority is an assigned rating for calls based on order of importance. For detailed information about creating priority templates, refer to "Create, Modify, or Delete a Priority".

5 Select a Static Priority level (0 to 10). The service with the lowest Static Priority is routed first. This places the emphasis on routing the higher priority calls in the event an agent is



assigned to more than one service. It allows the higher priority calls to take precedence over some calls that might already be waiting on the system.

6 Select an M3 Service from the RerouteMMM list. Contacts are rerouted to the selected M3 Service.


8 Select a Whisper Message.

A Whisper Message is played each time an agent receives a call for a service. Whisper messages are another method used to advise the agent of the type of call that is being received. When a call is delivered to an agent, an audio whisper message is played to the agent quickly identifying the purpose of the call before the agent engages the customer.


10 Click Save.


Aspect Software Skills Tab (Workflow Service) | 8–7

Skills Tab (Workflow Service)

Service Admin > Workflow > Create > Skills tab

Use the Skills tab to define what skills (if any) are required for a service. Once the skills are assigned, you can route contacts to the agents that are assigned to the service based on their skill weights and how they match up to the skill level requirements of the service.

1 From the All Skills list, select the skill to add to the service.





Aspect Software Skills Tab (Workflow Service) | 8–9







12 Click Save.








4 Click Save.






5 Click Save.



2 Click Delete.

3 Click Save.


Aspect Software Agent Queue Tab (Workflow Service) | 8–11

Agent Queue Tab (Workflow Service)

Service Admin > Workflow > Create > Agent Queue tab

The Agent Queue tab enables you to add or remove agents and workgroups from a service. The ability to assign or remove not just single agents, but groups of agents (workgroups) simplifies the process of assigning or removing more than one agent from a service.

1 Select Match Skills to select the agents and workgroups that match all of the skills that were selected in the "Skills Tab (Email Service)". The agent or workgroup must possess all of the skills listed in the Skills for this Service list. If there are no agents with all of the skillsets, the Available Agents list is blank.



2 Click Others the see all of the agents and workgroups.

3 Select Match Skills to select the agents and workgroups that match the skills that were selected in the Skills tab.

4 Click Others to see all of the agents and workgroups.










9 Click the double arrow pointing left to move all of the agents and workgroups back to the Available Agents list at once.

10 Move the agents up and down the Service Queue list by clicking the buttons at the bottom of the list. If you are using Terminal or Skills-based routing, moving your best agent to the top of the list guarantees that they will receive the first contact if they are available.




• If you select workgroups rather than individual agents to assign to a service it allows a director to manipulate all of the agents within the workgroup rather than individually within a service.


Aspect Software Agent Settings Tab (Workflow Service) | 8–13

See "Queue Types" for a detailed description of all routing methods.

12 Click Save.

Agent Settings Tab (Workflow Service)

Service Admin > Workflow > Create > Agent Settlings tab

In this tab, define the functions that are available on the agent desktop when the agent is handling a call from the service. The service rights assigned in this tab take precedence over individual agent rights. When an agent is active on a call for the service, the agent can only perform those tasks allowed by the service, regardless of the standard access rights of the agent. When the call is completed and dispositioned, the agent settings revert back to the agent default telephony settings.






Aspect Software Answer Profile Tab (Workflow Service) | 8–15


7 In the Internal Transfer section, select the respective options to provide agents with the right to transfer calls to other Services, agents, or directors.








15 Click Save.

Answer Profile Tab (Workflow Service)

Service Admin > Workflow > Create > Answer Profile tab

This tab enables you to reroute calls from one Inbound service to another Inbound service, to an M3 service, to an External location, or to an agent if:

• callers are being held in queue beyond the threshold values established for maximum length of time in queue and maximum number of calls on hold.

• the service is active and there are no agents logged into it or all agents are on break.

• the service is inactive or disabled, or when calls are received outside of the defined service schedule.

• a holiday falls within the defined service schedule.



Service goals are set on this tab that establish customized control on rerouting calls, such as setting thresholds for a target number of calls in queue and a target length of wait time before calls are rerouted.

Predefined Reasons appear in the ReRoutes section of this tab (Unmanned, Inactive/Disabled, Holiday, Queue Max Length, and Queue Max Time.) See "Reroute Reasons" for a detailed description of each reason.

1 Select a Reroute Reason from the list. If you selected either Queue Max Length or Queue Max Time, the Threshold option is enabled.

2 Enter the Threshold value for the Queue Max Length or Queue Max time selections.

3 Select a Route Type. A Route Type can be a service (Workflow or M3 service), an external location (External) or an agent (User).

NOTE As you enter the reroute information for every reason selected, it is displayed in the ReRoutes list.


Aspect Software Answer Profile Tab (Workflow Service) | 8–17

4 Select a Destination.The Destination drop down list is based on the specific data of the selected Route Type. For example, if you selected M3 from the Route Type drop down list, then only M3 services would display in the Destination drop down list.

5 Define the following parameters in the Service Goals section:.

a Enter the Goal Service Length. (The target number of contacts you want in the queue at any point in time.)

b Enter the Goal Service Time. (The target amount of time you want a contact to wait in queue.)

c Enter the Goal Service Percent (This setting represents the percentage of time the goal service length and goal service time settings are expected to be upheld.)

d % within Goal Service Time (seconds) is automatically calculated by multiplying the Goal Service Percent and Goal Service Time.

e Enter the number of Calls In Service.

f Enter the number of Agents Working In Service.

6 Click Save.

NOTE As you enter the required information for every reason selected, your entry is updated in the ReRoutes list.


For example, to create a ratio of 1.5 calls to 1 agent, you would enter 3 in the Calls In Service setting and 2 in the Agents Working In Service setting.

Calls in Service does not represent the actual number of calls in queue for a service nor does Agents Working In Service represent the actual number of agents logged in to a particular service. The Call to Agent Ratio is a non-binding target number that can be used in prioritization. Refer to "Priorities" for detailed information on setting Priorities



Dispositions Tab (Workflow Service)

Service Admin > Workflow > Create > Dispositions tab




2 To create a new disposition plan, click Edit Plan. The Disposition Plan List window opens. For detailed information about creating, modifying, or deleting disposition plans, refer to "Create, Modify, or Delete a Disposition Plan".

3 Click Save.


Aspect Software Schedule Tab (Workflow Service) | 8–19

Schedule Tab (Workflow Service)

Service Admin > Workflow > Create > Schedule tab


Once a schedule is assigned, the service will not accept transactions before or after its scheduled time. The service is considered inactive during all hours outside of the schedule. At stop time, it allows transactions in queue and actively working transactions to be completed and either reroutes to another available service or to an M3 script. Before a start time, after the stop time, or on a scheduled holiday it will either reroute to another workflow service or reroute to an M3 script.


The holidays that are assigned to the schedule are displayed in the Scheduled Holidays list.

1 Select the Schedule or click Edit Schedule to create a new Schedule.

Refer to "Create, Modify, or Delete Schedules" and "Create, Modify, or Delete Holidays" for detailed information on creating schedules and holidays.



2 Click Save. If you are done populating the tabs to create your Workflow service, click Save. If there is any information missing, the system will issue an error message. You cannot close the service until you complete the mandatory information.


Chapter 9

M3 Service

This section provides an overview of M3 services and describes how to create M3 services for Voice, Chat, Email, and Automated Workflow Distribution (AWD) using Multi Media Manager (M3) scripts.

In this section:

• "M3 Service Overview"

• "Create, Modify, or Delete an M3 Service"

• "General Tab (M3 Service)"

• "Answer Profile Tab (M3 Service)"

• "M3 Servers Tab (M3 Service)"

• "Dispositions Tab (M3 Service)"

• "Schedule Tab (M3 Service)"

• "Remote Monitoring"

M3 Service Overview

The M3 service makes the best use of a customer's time by providing information and processing routine requests using scripts created in the EnsemblePro M3 Designer application.

The EnsemblePro M3 Designer is a multi-media scripting application that is used to design and implement scripts for Voice, Chat, Email, and Automated Workflow Distribution. M3 scripts offer customers self-service options as well as the ability to connect to an agent when necessary.

An M3 service enables you to access information in the database of an organization and receive that information either verbally, using a touchtone phone, or by using the Internet.

NOTE M3 scripts must be developed before creating an M3 service as a script selection must be made in the M3 General tab when creating the service. Refer to the EnsemblePro (M3) Designer User Guide for detailed information about designing and creating scripts.

For example, a Chat script might be created to read: Hello and thank you for contacting [company name]. Please stay on the line until the next agent becomes available. Thank you!


9–2 | M3 Service Aspect Software

Create, Modify, or Delete an M3 Service

Creating an M3 service is similar to creating an Inbound, Outbound, Chat, Email, or Workflow service. A series of tabs are used to configure specific settings for the service. Some of the tabs used to create other services require similar information, such as service name and Id, short description, and application. Other tabs are unique to creating an M3 service.

1 In the Director menu, click Service Admin > M3.

The M3 Service List window opens.

The M3 Service List window displays the service Id, the name of the service, the script it is using, the number of channels assigned to the service, the present status, whether the service is enabled or disabled, and the service schedule. Click on any column heading to change the display to ascending or descending order.

2 To create a new M3 service, click Create.

The Create M3 service window opens. The properties of an M3 service are defined through a series of tabs similar to those in other areas of the system. The "General Tab (M3 Service)" is the default tab.

To Modify an M3 service:


Aspect Software General Tab (M3 Service) | 9–3

3 Select the service you want to modify and click Modify.

To Delete an M3 service:

4 Select the Service you want to delete and click Delete.




To Copy and Rename an M3 service:

7 Select the Service you want to copy and click Copy. All data is copied except the fields that are restricted to that specific service (for example, Name, and Short Description fields).


9 Click Save and return to the M3 Service List. The service you created displays in the list.

General Tab (M3 Service)

Service Admin > M3 > Create > General tab

The General tab enables you to enter basic information about the M3 service. The properties of an M3 service are defined in a set of tabs that are similar to tabs in other service areas of the system. The General tab is the default tab.


NOTE Do not click Save until you have finished making your changes in each tab or the Modify Inbound window will close.

NOTE • A service Name can contain the characters A - Z, a - z, 0 - 9, and underscores ( _ ). (For examples, M3_1, international_m3, or M3_B_1)







3 Select an Application from the drop down list or click Edit Application to create a new application. Prior to configuring a service, you must first set up an Application in which to assign the service. An Application is your company category identification or hierarchy. See the "Hierarchy" section for detailed information on hierarchies. Refer to "Applications" for instructions on how to create an Application.

4 Select an M3 Script from the drop-down list.

5 Select the Call Data Definition from the drop down list or click Edit CDD to create a new Call Data Definition.

NOTE • M3 Scripts are created using the EnsemblePro™ (M3) Designer application and not the Director application. If no scripts appear in the drop-down list, speak to your EnsemblePro System Administrator or contact.

• There are also system default scripts used for creating specific M3 services, for example, remote monitoring.


Aspect Software Answer Profile Tab (M3 Service) | 9–5

The Call Data window is a pop-up window that opens at the agent station each time the agent receives a contact. It contains information related to the contact (for example, the contact name and address).


7 Select the Language.


9 Click Save.

Answer Profile Tab (M3 Service)

Service Admin > M3 > Create > Answer Profile tab

The Answer Profile tab enables you to configure recording settings, to set wrap and call data parameters, and to set rerouting of the service to another service, to an agent, or to a different location.

1 Select Continue Recording through Call Transfer to require recording throughout the entire contact, including transfers to other scripts or rerouting to agents. The recording function is used to capture and store the interaction between the caller and the IVR or an agent. It can be used for quality monitoring, verification, and analysis of script effectiveness.





2 Select Display Call Data Dialog to display the call data dialog box (also referred to as the Screen Pop) on the agent desktop.


4 Select Pre-emptive Focus to set this call data dialog to preempt (be placed in front of) all other open windows on the agent desktop.

5 Select Require Disposition to force agents to disposition each contact for the service. The Wrap Warning Delay option is enabled when a disposition is required by the service (Require Disposition is selected).

6 Enter the maximum amount of time in the Wrap Warning Delay that will elapse before the agents are warned that they have exceeded the allotted time to choose a disposition. The Wrap Warning Delay function specifies the amount of time (in seconds) that will elapse before the agent is prepared to accept another contact.

7 If no disposition is required by the service, the Wrap Warning Delay is enabled by selecting Wrap > Required and entering the maximum amount of time that is allowed between contacts.

8 Select the No Disp Max Wrap function to set the time (in seconds) after which the system displays the “Wrap Time Exceeded” warning to the agent.


Aspect Software Answer Profile Tab (M3 Service) | 9–7

9 Select Wrap > Optional, if the allotted Wrap time is not mandatory. The Wrap Warning Delay and No Disp Max Wrap are enabled and values can be entered in both options.

10 Select Wrap > None if a Wrap time is not defined.

11 Select one of the Reasons from the ReRoutes list box. See "Reroute Reasons" for a detailed description of each Reroute Reason.

12 Select a Route Type. A Route Type can be a service (Inbound or M3 service), an external location (External) or an agent (User).

13 Select the Destination.The Destination drop down list is based on the specific data of the selected Route Type. For example, if you selected M3 from the Route Type drop down list, then all of the destination options are specific to the selected M3 service.

14 Click Save.



M3 Servers Tab (M3 Service)

Service Admin > M3 > Create > M3 Servers tab

Use the M3 Servers tab to select the servers that execute the M3 script. Select only the servers that will execute the scripts assigned to the service. Multiple servers might be selected for “load balancing” of those scripts that receive the most use.

1 Select the server from the Available M3 Servers.

2 Click the single arrow pointing right to move the M3 server from the Available M3 Servers list box to the Selected M3 Servers list box.

3 To move all the M3 servers at once, click the double arrows pointing right.

4 To remove an M3 server select it from the Selected M3 Servers list box.

5 Click the arrow pointing to the left to move the M3 server back to the Available M3 Servers list box.

6 Click the double arrow pointing left to move all of the M3 servers back to the Available M3 Servers list box.

7 Click Save.


Aspect Software Dispositions Tab (M3 Service) | 9–9

Dispositions Tab (M3 Service)

Service Admin > M3 > Create > Dispositions tab

The Disposition tab enables you to select a disposition plan for the service. Individual dispositions are created, assigned a code, and grouped together in a disposition plan. Pre-defined dispositions (expected contact outcomes) assist in quickly describing the outcome of a contact.



2 To create a new disposition plan, click Edit Plan. The Disposition Plan List window opens. For detailed information about creating, modifying, or deleting disposition plans, refer to "Disposition Plans".

3 Click Save.



Schedule Tab (M3 Service)

Service Admin > M3 > Create > Schedule tab


Once a schedule is assigned, the service will not accept calls before or after its scheduled time. The service is considered inactive during all hours outside of the schedule. At stop time, it allows calls in queue and active calls to be completed and reroutes calls received after the stop time or before the start time.

The holidays that are assigned to the schedule are displayed in the Scheduled Holidays list. Contacts received on holidays that fall within the schedule can also be rerouted.

1 Select the Schedule from the drop-down list or click Edit Schedule to create or edit a schedule. Refer to "Schedules Overview" for detailed information on schedules and holidays.

After a schedule is selected, the schedule displays in the Scheduled Run Times list. The Holidays associated with the schedule appear in the Scheduled Holidays list.


Aspect Software Remote Monitoring | 9–11

2 Click Save. If you are done populating the tabs to create your M3 service, click Save. If there is any information missing, the system will issue an error message. You cannot close the service until you complete the mandatory information.

Remote Monitoring

The EnsemblePro Remote Monitoring feature allows directors, using a touchtone telephone, to listen in on any contact calls made or received by a specific agent or to select a specific service in which to listen to calls made or received by any agent assigned to the service.

An M3 service must be created to set up the remote monitoring functionality and an account identification and pin number assigned to the director to enable access to this EnsemblePro feature.

A default remote monitoring script is imported from the EnsemblePro M3 Designer application that instructs the director on how to access and select the specific agent or service that the director wishes to monitor. Refer to the EnsemblePro M3 Designer User Guide for information on how to import and upload the default remote monitoring script to the Director application. Instruction on how to use the touchtone telephone to enter the system is provided in the "Using Remote Monitoring" section.

1 .Import and upload the remote monitoring default script using the M3 Designer application. The name of the uploaded script is displayed in the M3 script field of the General tab when you create an M3 remote monitoring service in the Director application.

2 In the Director menu, click User Admin > Users > Create > Edit Director. The Edit Director Information window opens.

Refer to "Assigning a Director Role to a User" for information on selecting data and entering information into this window. Ensure that the Service Security Plan assigned to this director allows for both service monitoring and agent monitoring to enable the remote monitoring feature.

Refer to the "General Security Plan" and "Service Security Plan" sections for more detailed information on assigning General and Service Security Plans to an EnsemblePro user.

3 Click Create at the bottom of the Service list. The Edit Service Information window opens.

4 Select a service that you want this director to access using remote monitoring.

5 Assign a Service Security Plan to the selected service. Be sure the monitoring options are selected in the Service Security Plan you assign to this service.

6 Click Save. The services you select are then displayed in the Service list with the Service Security Plan you assigned to it.

7 Select a service in the list and click Delete to remove the service from this list.



8 Select a service and click Modify to open the Edit Service Security window to assign a different Service Security Plan.

To configure an M3 service for remote monitoring:

9 In the Director menu, click Service Admin > M3 > Create

10 Follow the instructions to create an M3 service. In the "General Tab (M3 Service)", select the remote monitoring script that was imported and uploaded from the M3 Designer application.

11 Assign the DNIS number to the service. Refer to "Inbound Routing" in the Numbering Plan section for detailed instructions on how to attach the DNIS number to your remote monitoring service. Select the M3 Service as the Inbound Route Type in the Create Inbound Routing:General tab window to display the remote monitoring script.

Once an M3 remote service is created, the director user is defined with assigned services and levels of access and authorization, and the DNIS number is assigned to the remote service, the director can call the remote monitoring script. The script will ask the user to enter his account ID and pin number. The director must use the account ID and pin number defined in the Edit Director Information window. Refer to the instructions in "Using Remote Monitoring" for instructions on how to enter the commands used for touchtone calling.

Examples of Restricting and Allowing Remote Monitoring of Services

The services that the director can monitor is based on the Service Security Plan assigned to the service, as well as the Service Security Plan assigned to the director.

Examples are as follows:

• If the service security plan for the director allows for agent and service monitoring and the director is assigned to three services that each have a Service Security Plan that allows for remote monitoring, the director can remotely monitor all of the assigned three services.

• If one of the services is associated with a Service Security Plan that does not allow monitoring, (the Service Monitoring and Agent Monitoring sections are not enabled on the Create Service Security Plan window) the director cannot remotely access that service.

• To allow access to all of the services in the list but restrict remote monitoring access, select each service and edit the associated service security plan by disabling the Agent Monitoring section.

• To restrict access to all services and director components but allow remote monitoring capabilities. (This example might be used in a service bureau where a customer wants to listen in on agent contact calls. The customer would be set up as a director with restrictions to the EnsemblePro system, but access to remote monitoring.):

a Select No Access - General in the General Security Plan field. b Select No Access - Service in the Service Creation and Default fields.c Select Remote Monitoring and add an account ID and pin data. d Select the services and associate a Service Security Plan that is configured for

remote monitoring only.


Aspect Software Remote Monitoring | 9–13

Using Remote Monitoring

The Call Flow1 The caller dials into the Remote Monitoring Service using the DNIS number assigned to

the service.

2 The system prompts the caller to enter the Customer Code and press the Pound (#) sign.

3 The system prompts the caller to enter a PIN Number and press the pound (#) sign.

4 Scripts check to see if the caller is enabled and configured to perform remote monitoring sessions.

The caller can then select to monitor a Service or an Agent.

Selecting the Service Monitoring1 The system prompts the caller to select between listening to a Service list or entering a

specific Service ID.

2 If the Service List is chosen, the Script plays the Service Announcement messages for the caller.

3 Press 1 after each announcement to select the service to monitor. The system checks if the Service selected is valid and active. (If no selection is made, the caller is prompted to listen to the List of Services again.)

4 Enter the Service ID plus the pound (#) key. The system validates the information and a query is made to retrieve the Service Announcement message for the Service ID.

5 Use the following options to perform in the Remote Monitoring session:

a Categorize the call from 1 - 9. This is a quality rating. The monitored call may be recorded in its entirety. Press the category during the session and press star (*) to save the recording file otherwise it will be discarded.

b Press the pound (#) key to stop the recording and monitoring sessions.

NOTE If the number is not validated, the system will report “The information entered is incorrect, to try again press 1 or contact your service provider.” After four tries you will be locked out of the login.



Selecting Agent Monitoring1 Enter the first three letters of the Agent’s last name. For Q, press 7 and for Z press 9.

The system looks for the AgentID and the Agent Announcement Message.

2 If the Agent is logged in, the Remote Monitoring starts. If the Agent is not logged in:

a Press 1 to enter another AgentID.b Press 2 to select a different Monitoring Type.

The Gateway starts a recording for the monitoring session.

3 There are following options are available for the Remote Monitoring session:

a Categorize the call from 1 - 9. Press any digit from 1 to 9 and press # to stop monitoring the call or to hang up. Press the category during the session and press star (*) to save the recording file.

b Press 1 to select another Agentc Press 2 to select a different monitoring type

NOTE If only one record is found, the Remote Monitoring starts using the AgentID. If more than one record is found, then the Agent List is played back.


Chapter 10

User Admin

This section describes how to create and set up new agent and director users in the EnsemblePro system. It also describes how to create workgroups to categorize and group agents, and how to set up skill sets that apply to specific agents.

In this section:

• "User Admin Overview"

• "Creating New EnsemblePro Users"

• "Assigning an Agent Role to a User"

• "Creating and Editing Agent Settings"

• "Assigning CTI Data to a User"

• "Assigning Call Data to a User"

• "Assigning a Director Role to a User"

• "Creating Workgroups"

• "Creating Skills"

• "Agent Status Reasons"

• "Security Plans"

• "Service Security Plan"

• "General Security Plan"

User Admin Overview

The User Admin module allows you to create new EnsemblePro users by entering information to create a user profile. Each profile stores demographic information about the user, such as name, User ID, skills, workgroup assignments, roles, telephony settings, security settings, and more.

This section explains how to assign the following attributes to a new user:

• Skills— that define a specific “talent” or proficiency that an agent has, such as knowledge of a second language or training in a specific field.


10–2 | User Admin Aspect Software

• Workgroups— that define an assembly of agents with common attributes. When setting up an agent profile, you can assign the agent to a specific workgroup. For example, a workgroup that is created for agents who all work a common shift, or a workgroup of agents with a common skill, such as proficiency in a second language.

• Telephony Settings— that determine what information displays on the agent or director desktop.

• Agent Status Reasons— that are used to help track agent activities.

• Access Levels—that determine what EnsemblePro system functionality a user can access and the level of use. For example, permission to monitor agents or services, to open and view screens, or to run reports.

Creating New EnsemblePro Users

The procedures for creating, modifying, and deleting EnsemblePro system users, as well as assigning user roles, are defined in the User Admin module.

Demographic information about a user (agent or director) is entered to create a user profile. Only an authorized person can add users to the system and update existing information. Agents and directors are assigned skills and rights to perform their specified duties. An EnsemblePro user can have the role of director, agent, or both, depending on their needs.

Create, Modify, or Delete User1 In Director, click User Admin > Users.

The User List window opens.


Aspect Software Assigning an Agent Role to a User | 10–3

The User List window displays all of the current system users and their basic profile information. The User ID, the full name of the user, and whether he or she is an agent, director, or both. Click on any column heading to change the display to ascending or descending order.

2 To create a new user, click Create to display the Create User window. See "Assigning an Agent Role to a User" or "Assigning a Director Role to a User" for detailed information about creating new users.

To modify a user,

3 Select the user from the list and click Modify to make changes to the user information.

To remove a user,

4 Select the user from the list and click Delete to delete the record.

To edit a Workgroup,

5 Select the Workgroup from the list and click Edit Workgroup to make changes to the Workgroup information.

6 Click Close.

Assigning an Agent Role to a User

The Director application enables an authorized person to assign agent roles in the Create User window. Agents can be assigned to a particular workgroup or be associated with one or more services.

1 In Director, click User Admin > Users.

2 Click Create to display the Create User window.

NOTE In EnsemblePro, an external IVR is treated as an agent. It is configured as an agent and its data is included in the DataViews agent reports. A user wishing to see the data for one or more external IVRs must run an appropriate agent report and select only the external IVRs from the agent filter. This will be easier if one or more workgroups are defined as external IVR only workgroups, that is they include only external IVR agents. Refer to the EnsemblePro DataViews User Guide for more information on agent reports.



The Create or Modify User window is used to enter or edit basic information about the agent or director, such as name, telephony settings, and mailboxes.

3 In the Search Login ID text box, enter a user corporate system Login ID (if you know it), or a search parameter and then click Lookup. The system searches for the new user corporate system ID to validate the information you entered is correct or to search for their corporate ID by entering a wildcard search.

a An EnsemblePro user identification (User ID) is associated with their corporate system identification. When assigning a Login ID to a user, the Search Login ID field enables you to search the company system identification table for that information.

b To enter a wildcard search for ID data, enter a search pattern (for example, Man*), and click Lookup. A table with the corporate system identification information is returned containing the First, Last, Email, Login ID, or Location that starts with “Man”.

c Entering the appropriate corporate Login Id, or selecting the appropriate ID record from the table in the returned search, automatically populates the First Name and Last Name fields on this screen.

4 Enter the User ID (maximum of 14 characters).This is the User ID for logging into the Director application. It is associated with the users corporate system ID (Refer to step #3 for explanation.) User IDs are usually contain the first initial of the first name and the last name (Tony Walters = TWalters or T_Walters) of the user.


Aspect Software Assigning an Agent Role to a User | 10–5

If possible, Aspect recommends using the same corporate system Login ID for the EnsemblePro User ID if it meets the allowed character restrictions (see the notes below) or adapting it to fit the User ID specifications.

5 Enter the user's First Name if this was not automatically populated when you selected the Login in Step #3 above (maximum of 30 characters).

6 Enter the user Last Name if this was not automatically populated when you selected the Login in Step #3 above (maximum of 30 characters).

7 Select a User Message. The User Message is used for remote monitoring. The Remote Monitoring feature of EnsemblePro enables directors to silently monitor agents from a touchtone phone. The Remote Monitoring option is enabled on the Edit Director Information window in the "General Security Plan" module.

8 Select the corresponding Telephony Settings check boxes to give the user access to the telephony settings. If you clear the check boxes to disable the any of the telephony features, the user will not have access to the disabled features when the telephony bar is launched. If the user is assigned a director role, the director still has the ability to monitor tasks (for example, silent monitoring, coaching, and barge-in) but will not have access the disabled features.

The Telephony Settings section requires that you define the user's access rights to telephony features. Refer to "Allow Settings" for detailed definitions of all Telephony Settings, including Manual Dial and Inbound Dialing settings.

9 In the Manual Dial section, assign the applicable manual dialing options. Refer to "Manual Dial Settings" for detailed definitions of Display Service List and Require a Service.

10 In the Internal Dialing section, assign the applicable Internal dialing options.Refer to "Internal Dialing Settings" for detailed definitions of agents, directors, and services as they apply to this section.

11 In the Mail Boxes section, assign an individual mail box or a range of mail boxes to the agent. Refer to "Mailbox Settings" for detailed definitions of each Mailbox Setting. When applicable, the Voice Mail Number will be calculated automatically.

12 Enter the Email Address. A valid Email address must be assigned when creating a new user, even if the user is not an email user.

13 Select the corresponding Email Protocol.

NOTE • A User ID can contain the characters A - Z, a - z, 0 - 9, symbols, and underscores ( _ ).


• The maximum number of characters is 16 characters for 8 bit and 8 characters for multibyte.

• When setting up a Director account for a Landlord, you must enter the same User Name (ID) that was defined in the SuperAdminPropertiesDialog in the Server Configurator application. Refer to the EnsemblePro Server Configurator User Guide for additional information on the initial configuration of Landlord accounts.



a Email Protocol - POP3: Post Office Protocol or Point of Presence (POP) is a protocol used to retrieve mail from an Email server.

b Email Protocol - IMAP: Internet Message Access Protocol is a newer protocol that supports features in addition to those in POP3, such as searching for keywords in messages and downloading messages to a workstation.

14 Select the appropriate User Role: Agent or Director.

a To enter the new agent specific information, click Edit next to the Agent check box. The window that opens stores agent role information for a user in the different tabs (Skills, Services, and Routing). Refer to "Creating and Editing Agent Settings" for detailed instructions.

b To enter the new director specific information, click Edit next to the Director check box.

15 Select the check box to Allow Creation of Multiple Users. This option instructs the system to restart the process of creating users every time one of the profiles is completed.

16 Click CTI Edit to edit PBX information. Refer to "Assigning CTI Data to a User" for detailed information about editing PBX information.

17 Click Edit Call Data to edit call data. Refer to "Assigning Call Data to a User" for detailed information about how to edit call data.

18 Click Save.

Creating and Editing Agent Settings

In the User Admin module, the option to Edit an agent enables you to enter new agent specific information and edit existing information using a series of tabs (Skills tab, Services tab, Routing tab, and Callbacks tab.)

1 In Director, click User Admin > Users > Agent > Edit Agent.

2 The Skills tab window opens as the default window.

Skills Tab (Agent Information)User Admin > Users > Agent > Edit Agent > Skills tab

1 Select the Workgroup you want to assign to the new agent from the Workgroup drop-down list.

-Or-

2 Click Edit to create a new Workgroup or modify an existing Workgroup. Refer to "Creating Workgroups" for detailed instructions about creating or modifying Workgroups.


Aspect Software Creating and Editing Agent Settings | 10–7

3 Select the skill from the All Skills list box on the left.

4 Click the arrow pointing to the right to move the selected skill to the Selected Skills list box.

5 If you selected the wrong skill, select the skill and click the arrow pointing left to move the skill back to the All Skills list box.

6 To select all skills, click the double arrow pointing right.

7 To cancel all of the skills, click the double-arrow pointing left.

8 Select the skill you added in the Selected Skills list box to display the Skill Level at the bottom of the window.

9 Select the Skill Level that applies to the selected Skill for the agent.

10 Click the Services tab when you are finished.



Services Tab (Agent Information)User Admin > Users > Agent > Edit Agent > Services tab

The Services tab enables you to assign services to an agent.

1 Select the service you want to assign to an agent under the All Services list box on the left side of the window.

2 Click the arrow pointing to the right to move the service from the All Services list to the Selected Services list.

3 Select a service and click the arrow pointing left to move the service back to the All Services list.

4 Click the double arrow pointing right to move the services to the All Services list box at one time.

NOTE The All Services list box displays the CTI services that are configured for the PBX to which this User is assigned. This is set up in the Edit CTI Information window. In addition to this specific CTI information, the All Services list box also displays all of the non-CTI services for this User.



5 To unassign all the services, click the double arrow pointing left.

6 Select the Initial Service Flag. This ensures that the first call the agent receives after logging on is from an Outbound service that the agent is assigned to and that it is a service that has the initial service flag enabled. Refer to the "Queue Tab (Outbound Service)" for detailed information on setting the initial service flag.

7 Click the Routing tab when you are finished to set routing parameters for this agent.

Routing Tab (Agent Information)User Admin > Users > Agent > Edit Agent > Routing tab

The Routing tab contains information regarding the specific routing of calls assigned to the new agent. These options are only used if the agent is assigned an individual Direct Inward Dial (DID) telephone number. If the agent is busy (Agent Busy) or is not ready or is not logged in (User Unavailable), the call is routed to the destination or script assigned to the corresponding reason in the list.

1 Select the reason you want to associate with a routing type from the Reason list box.



2 Depending on your Reason selection, you can select one of the following route types from the Reroute Action drop-down list. The selection will automatically appear next to the reason that you chose in the Route type column.

a Agent Hold Queue—Allows calls to remain in the personal hold queue for the agent until the call the agent is currently handling is released. This option only appears for "Agent Busy." The caller hears a message that the agent is currently busy and then hears the default music on hold selection until the agent becomes available.

b Give Busy—The caller hears a busy tone and should call back later.c Play Message—Enables the Message field. The caller hears a message and is

prompted to try calling back later.d Voice Mail—Enables the IVR Script field. The caller is rerouted to the EnsemblePro

voice mail box of the agent to leave a message.

3 Click Save.

4 Click the Callbacks tab when you are finished.

Callbacks Tab (Agent Information)User Admin > Users > Agent > Edit Agent > Callbacks tab

The Callbacks tab contains information regarding the specific callback permissions that are allowed at the agent level.

NOTE These options are only available if the agent is assigned Direct Inward Dial (DID) numbers.



1 Select the Specific Agent Callback check box to allow an agent to schedule agent level callbacks.

2 Select the Delete Expired Callbacks check box to remove the callback from the queue if the agent is not available at the specified callback time (and the call was not promoted to any other agent in the service.) If this option is not selected, all callbacks that are incomplete at the specified callback time are presented to the agent at the next log in.

a To delete expired callbacks at the agent level, the Delete Expired Callbacks check box must be selected for the agent and for the service to which the agent is assigned.

NOTE For Specific Agent Callback to function properly, the check box must be selected for the agent and for the service to which the agent is assigned. This command stipulates that a dispositioned customer record must be redialed at a later time, and that the call must be rerouted to the same agent. The agent determines whether callbacks must route directly back to the specific agent or to any agent in the service. This is done by choosing a disposition that activates the callbacks dialog box on the agent desktop.

NOTE •



b The Delete Expired Callbacks settings is superseded by the service level setting if the service still exists.

c Refer to "Agent Settings Tab (Outbound Service)" for detailed information on the service level settings for Specific Agent Callbacks and Delete Expired Callbacks.

3 Click Save when finished to save the agent information.

Assigning CTI Data to a User

Computer Telephony Integration (CTI) data is information regarding the CTI switch with which a particular user is associated. CTI is defined as connecting a user to incoming and outgoing communications, including phone calls, faxes, and internet messages.

To assign CTI Data directly to a user:

1 In the Director menu, click User Admin > User > Create. The Create User window opens.

2 Click Edit CTI Info, which is located at the bottom right of the window.

NOTE A user can only be associated with one switch.


Aspect Software Assigning CTI Data to a User | 10–13

The Edit CTI Info window opens.

3 Select the site to associate with the user from the Site drop-down list.

You can configure the sites through the Server Configurator. Refer to the EnsemblePro Server Configurator User Guide for instructions on how to configure the CTI Server.

4 Select the PBX Description from the drop-down list.

Only PBXs configured for the site chosen are shown in the drop-down list. After you select the PBX description, the PBX Id, PBX Manufacturer, and PBX Model options are populated automatically.

5 Enter the switch specific Login and Password.

This information is configured in the EnsemblePro CTI PBX Designer window and is documented in the EnsemblePro Server Applications Installation and Configuration Guide. If necessary, contact your system administrator for the correct information to enter in this field.

6 Select a Queue Group Name from the drop-down list.

This information is configured in the EnsemblePro CTI PBX Designer window and is documented in the EnsemblePro Server Applications Installation and Configuration Guide. If necessary, contact your system administrator for the correct information to enter in this field..

7 Click Save.



Assigning Call Data to a User

Call Data Definitions allow you to define custom views of the call data on an agent desktop. When a DID call is received, the Call Data pop-up window opens at the agent desktop. It contains information related to the incoming call (for example, the caller ANI and DNIS).

To assign call data directly to a user:

1 In the Director menu, click User Admin > User > Create.The Create User window opens.

2 Click the Edit Call Data button at the bottom of the window.

The Edit Call Data Information window opens.



Aspect Software Assigning Call Data to a User | 10–15

4 Click Edit Definition to create a new definition or modify an existing definition. See "Create, Modify, or Delete a Call Data Definition" for detailed information about creating and editing call data definitions.


6 Select Display Call Data and enter the maximum amount of time (in seconds) that you want the Call Data window to display on the agent desktop.

7 Select Require Disposition in the Wrap/Disposition section when a disposition is required for the agent DID or manually dialed calls.

8 Enter the maximum amount of time in the Wrap Warning Delay that will elapse before an agent receives a warning that the time limit to choose a disposition has been exceeded. The Wrap Warning Delay function specifies the amount of time (in seconds) that will elapse before the agent is prepared to accept another call.

9 If no disposition is required by the agent DID or manually dialed calls, you can define a maximum amount of time allowed to wrap, by selecting Wrap > Required. In the Wrap Warning Display, enter the time (in seconds) that is allowed between calls.


11 Select Wrap > Optional, if the allotted Wrap time is not mandatory. It enables the agent to go directly to the Next Call option on the agent desktop. The Wrap Warning Delay and No Disp Max Wrap options are enabled and values can be entered in both options.



14 In the Park State, select Park and enter the duration (in seconds) in the Park Warning Delay text box, or use the arrow keys. This option enables an agent to enter a Park State where they are unavailable for service calls, but they can have access to system resources to make manual calls (for example, to consult with a supervisor or another agent, or to make callbacks).

15 In the Multi Appearance Calls section, enter the Maximum Number of Chat Calls an agent can receive at one time.

16 Enter the Maximum Number of Calls an Agent can receive at one time.

17 Click Save to save the data and return to the Create User window or click Cancel to disregard the entries.



Assigning a Director Role to a User

The User Admin module is used to add, modify, and delete all director users of the EnsemblePro system. Although directors will typically be your supervisory, management, and technology staff, some environments grant limited director access to team leads so they can monitor services and agents. Because different levels of access rights are required in contact center environments, the main difference between the Director application and the Agent administration application, which was discussed previously, is the level of security restrictions that is assigned to each user.

When a director user is added to the system, the EnsemblePro system automatically grants the director access to the agent application, (which is represented by the Telephony Bar.) Directors and agents can communicate through the agent telephony bar. When the telephony bar is launched, an agent is able to transfer a call, initiate consults, and conferences with the director by selecting the director’s ID. A director can also perform the different monitoring tasks available through the agent telephony bar (for example, silent monitor, coaching, and barge-in.)


NOTE • When assigning a director role to a Landlord, you must use the User Name (Id) assigned to the Landlord in the initial Server Configuration. The Landlord User Name (Id) was defined in the SuperAdminPropertiesDialog in the Server Configurator application. Refer to the EnsemblePro Server Configurator User Guide for additional information on the initial configuration of Landlord accounts.

• At least one Landlord role must be assigned to a Single Tenant user of the EnsemblePro system for the ability to access and configure the necessary tabs within the "Recording Manager" module.


Aspect Software Create, Modify, or Delete a Director’s Security Plans | 10–17

Create, Modify, or Delete a Director’s Security Plans

The Edit Director Information window defines the permissions and levels of authorization to the features and functionality of the Director application for a director role.

A "General Security Plan" is selected or created for assigning component access and levels of access and authorization to specific areas of the EnsemblePro application (such as lists, users, tables, DataViews, Recording Manager, Voice Mail, services creation, alerts, Enterprise Monitor, and Numbering Plan.) Within each component area, the levels of functionality (such as view, create, modify, and delete) establish the tasks the director can perform within each component.

A "Service Security Plan" is assigned that can limit or allow access to the services created by the director and to limit or allow access to services created by other directors.

The Edit Director Information window also allows you to set "Remote Monitoring" privileges for a director by entering an account Id and pin identification needed to access the system using a touchtone telephone.

1 In the Director menu, click User Admin > Users > Create User

2 Follow the procedure in "Creating New EnsemblePro Users" to access the information needed to create, modify, and delete EnsemblePro users.

3 Follow the instructions for "Assigning an Agent Role to a User" to enter the initial data required for an EnsemblePro user. The Create User window is a default window for agents and directors. Basic information about an agent or director is entered in this window, such as their user ID, name, telephony and manual settings, and mailboxes. A director is assigned an agent user role as well as that designated for a director role to enable access to the telephony application.

4 In the User Roles pane of the Create User window, select Director and click Edit.



The Edit Director Information window opens.

5 Select a General Security Plan using the drop-down arrow or click Edit to create a new plan from the General Security Plan List window. To create a new general security plan, refer to the "General Security Plan" section for instructions.

There are three system selections listed in this field, as well as any custom General Security Plans that have been or will be created by this director.

a <None> - A default selection that does not assign a General Security Plan to this director.b No Access - General is a system selection that does not allow access to any

EnsemblePro Director component areas, the Enterprise Monitor and DataViews applications.

c Administrator - General is a system selection that grants access and editing privileges to all component data, allows monitoring of services and agents, and allows access to DataViews and all main service list windows.

d Custom General Security Plans created by all of the directors using the EnsemblePro system are also included in this list.

6 In the Service Creation field, select a Service Security Plan using the drop-down arrow or click Edit to create a new plan from the Service Plan List window. The Service Creation field enables you to assign Service Security Plans to any services created by this User. If no Service


Aspect Software Create, Modify, or Delete a Director’s Security Plans | 10–19

Security Plan is specified, the Default Service Security Plan is assigned. Refer to "Create, Modify, or Delete a Service Security Plan" to create a new Service Security Plan.

There are three system selections listed in this field, as well as any custom Service Security Plans that have been or will be created by this director.

a <None> is a default selection that does not assign a Service Security Plan to this director.b No Access - Service is a system selection that does not allow access,

configuration, or editing of any services created in the EnsemblePro Director application.

c Administrator - Service is a system selection that grants access, configuration, and editing privileges to all services, allows monitoring of services and agents, and allows access to DataViews and all main service list windows.

d Custom Service Security Plans created by this director using the EnsemblePro system are also included in this list.

7 Click Edit to change or modify a Service Security Plan. The Edit Service Security window opens. All services on the system are displayed. This list is updated automatically.

8 Select a Default Service Security Plan using the drop-down arrow or click Edit to create a new default plan.

The Default Service Security Plan defines access to services created by other users. Depending on the Default Service Security Plan you select, these services appear in the Service list box on the right side of the screen. If you selected, <None> no services appear in this list.

There are three system selections listed in this field, as well as any custom Service Security Plans that have been or will be created by this director.

a <None> is a default selection that does not assign a Service Security Plan to this director.b No Access - Service is system selection that lists all of the services created by

other users but does not allow this director to access, configure, or edit any of the services.

c Administrator - Service is a system selection that grants access, configuration, and editing privileges to all services created by other users.

d Custom Service Security Plans created by this director using the EnsemblePro system are also included in this list.



9 To view the list of services, you must click Create at the bottom of the list pane. The Edit Service Security window opens. Select a service then assign a Service Security Plan to it.

The selected service with the Service Security Plan assigned to it is then added to the list in the Service/Security pane.


Aspect Software Creating Workgroups | 10–21

10 A director can remove access to a service by selecting the service from this list and clicking Delete.

11 To modify access to a service, select the service, click Modify, and assign a different Service Security Plan to the service.

12 Select Remote Monitoring to allow the director to silently monitor agents and services from a touchtone phone. The Remote Monitoring options are enabled when Remote Monitoring is selected. See "Remote Monitoring" to configure an M3 service that enables this functionality.

13 Select an Account ID to establish an identifying account for this director to use when dialing for remote monitoring functionality.

14 Enter a Pin Number (a personal identification number) that the director needs to enter when dialing to access the remote monitoring functionality.

15 To verify the pin number, Reenter the pin number.

16 Click Save to save new entries and return to the Create User window.

Creating Workgroups

A workgroup is defined as an assembly of agents. Agents who all work a common shift, are dedicated to a particular client or service, or agents who report to the same director or team leader can make up a workgroup. Workgroups provide another level of reporting. Using workgroups is optional but Aspect recommends that you use them in your EnsemblePro system.

Create, Modify, or Delete a Workgroup1 In the Director menu, click User Admin > Workgroup

The Workgroup List window opens.

NOTE In EnsemblePro, an external IVR is treated as an agent. It is configured as an agent and its data is included in the DataViews agent reports. A user wishing to see the data for one or more external IVRs must run an appropriate agent report and select only the external IVRs from the agent filter. This will be easier if one or more workgroups are defined as external IVR only workgroups, that is they include only external IVR agents. Refer to the EnsemblePro DataViews User Guide for more information on agent reports.



The items under the Name column are the workgroups already added to the application.

2 To create a new workgroup, click Create.

The Workgroup Edit window opens.

3 Enter the Name of the new workgroup (maximum of 50 characters).

4 Click Save to add the new workgroup and return to the Workgroup List window.

5 To add additional workgroups, follow steps 2 - 4.

6 To modify a workgroup, select it and click Modify.

NOTE • A Workgroup Name can contain the characters A - Z, a - z, 0 - 9, symbols, and underscores ( _ ).


• Once the original Workgroup name is deleted from the system, the same name can be reused for a new Workgroup.


Aspect Software Creating Skills | 10–23

The Modify Workgroup window opens.

7 To delete a workgroup, select it and click Delete.

8 Click Close.

Creating Skills

The Director application allows you to categorize the skills an agent might possess, such as knowledge of a second language or training in a specific field (for example, sales or customer service). These skills are then used for skill-based routing, which is a method of call distribution that passes calls to agents that have certain skills. Skills are also assigned to services, which is how the system knows what skill is required and which agent possesses the skill.

Create, Modify, or Delete a Skill1 In the Director menu, click User Admin > Skills.

The Skill List window opens.

NOTE • You cannot delete a workgroup that has data associated to it.

• An agent can only be assigned to one workgroup at a time.



2 To create a new skill, click Create.

The New Skill window opens.

3 Enter the new Skill name (maximum of 30 characters).

4 Enter the Level Name (maximum of 20 characters).

A level name of a skill relates to the level of proficiency for each specific skill. For instance, if the skill entered is Spanish, you can create level names such as Totally Fluent, Moderately

NOTE • A Skill Name can contain the characters A - Z, a - z, 0 - 9, symbols, and underscores ( _ ).

• Spaces are allowed in Skill Names.


• Once the original Skill Name is deleted from the system, the same name can be reused for a new skill.


Aspect Software Creating Skills | 10–25

Fluent, Speaks a Little, and Poorly. If the skill is Spanish and the level is Totally Fluent, the weight level would be High. If the level is Poorly, the weight would be low.

5 The Insert button is enabled after you enter the first two levels and additional rows are needed. Select the level and click Insert to add a row beneath a selected level.

6 The Delete button is enabled after you enter the first two levels. Select the level and click Delete to remove it from the list.

7 Select a level and click the arrow to move an existing level either up or down in the list.

8 Select a Weight for the Level Name you entered by clicking and dragging the weight cursor to the appropriate weight level. For detailed information on level weights, refer to "Assigning Skills and Level Weights".

9 Click Save to add the new skill and exit the window.

10 Click Cancel to disregard the new skill and exit the window.

Follow this procedure for all the skills you want to add.

To modify a skill,

11 Select the skill and click Modify to display the Modify Skill window.

12 Click Close to save the entries.

To delete a skill,

13 Select the skill and click Delete.


14 Click Save and return to the main Skill List window.

Assigning Skills and Level WeightsAfter skills are created, they are assigned in two different areas of the system. A skill is assigned to an agent and the skill level is selected based on the proficiency of the agent in the specific skill. In addition, the skill can be assigned to a service, and a relative weight of importance is selected for this skill versus any other skills that might exist in the service.

Based on the agent skill level and the relative weight of importance of the skill within the service, the EnsemblePro system generates a numerical calculation of the agent total skill level for the

NOTE • A Level Name can contain the characters A - Z, a - z, 0 - 9, symbols, and underscores ( _ ).

• Spaces are allowed in level names.

• Once the original Level Name is deleted from the system, the same name can be reused for a new level



service. When skills-based routing is implemented, calls are first routed to agents assigned to the service with the highest total weights and that best meet the appropriate skill level for the service.

Agent Status Reasons

Agent Status Reasons are displayed on the agent desktop each time an agent attempts to place his or her system in the Not Ready state or tries to log out of the system. These reasons are optional and are used to help track agent activity. An agent can place his or her system in the Not Ready state for a break or a company meeting, and only be required to log out at the end of the shift.

Create, Modify, or Delete Agent Status Reasons1 In the Director menu, click User Admin > Agent Status Reason.

The Agent Status Reasons List window opens. The list box displays a series of agent status reasons that were already created.

2 To create a new agent status reason, click Create.


Aspect Software Agent Status Reasons | 10–27

The Create Agent Status window opens.

3 Enter a CTI Reason (optional). This selection is optional.

4 Select the type of reason from the Type drop-down list (for example, Logged Out or Not Ready).

5 Enter the reason in the Reason (maximum of 80 characters).

6 Click Save to accept the entry.

7 Click Cancel to disregard the entry.

To modify an agent status reason:

1 Select the agent status reason and click Modify to display the Modify Agent Status Reason window.

2 Make changes and click Save to save the entries.

To delete an agent status reason:

1 Select the agent status reason and click Delete. The system prompts you to confirm the deletion.



4 Click Close to exit the window.

NOTE • A Reason can contain the characters A - Z, a - z, 0 - 9, symbols, spaces, and underscores ( _ ).

• Quotes (single and double) are not allowed.

• Once the original Reason is deleted from the system, the same Reason can be reused.



Security Plans

Security Plans allow you to set access levels for each EnsemblePro user to different areas within the EnsemblePro application. The system administrator (or another authorized person) sets up and controls the access levels for each user.

There are two types of Security Plans available:

• Service Security Plans refers to the levels of authorization given to a Director for specific contact center services. Permission to access specific services is set in the Service Security Plan window. The ability to monitor other agents, open screens, or run reports depends on the access levels assigned to each user in this window.

• General Security Plans refer to the access levels that are given to a Director to specific functional areas of the system. Permission to create, modify, delete, or view data is determined in the General Security Plan windows. A series of tabs relating to Lists, Users, Tables, Exclusion Manager, DataViews, Recording Manager, Services Creation, Alerts, and Enterprise Monitor allow you to make variable settings in each category.

User ID and Password SecurityTo log in to Director, you must enter a valid User ID and password. Access to the system is not permitted unless the User ID and password are correct. The system monitors access attempts and after three consecutive log in failures, the system displays a message that denies the user access to the application.

Service Security Plan

The Service Security Plan window defines the permissions and levels of authorization given to a Director for specific services. Using this plan, you can limit or allow full access to a service. Examples of some of the allowances and limitations that can be imposed are:

• Directors who need the ability to monitor and coach agents working on a service, but do not need the capability of recording and playback for a particular service.

• Directors who need access to DataViews only.

• Directors who need access to every tab in the service.

NOTE • The same corporate ID and password used to log in to your system, is used to log into Director.

• Remote access to the Director application is not supported.


Aspect Software Service Security Plan | 10–29

• Directors who need the ability to monitor a service but do not need the ability to start or stop tables for that service.

You can assign multiple Service Security Plans to one Director. This enables a Director to have unique levels of access within different services.

The Service Security Plan set up window is divided into the following categories:

• Editing—containing the areas in the system that are used to set up in different services. (For example, General Information, Agent Queue, Agent Settings, Dispositions, Inbound and Outbound Mail, Tables, and others.)

• DataViews—containing the option to display service data on reports and cubes.

• General—containing the options to show in lists or delete.

• Service Monitoring—containing the areas associated with monitoring a service (Start/Stop Tables, Start/Stop Distribution Lists, and Pause/Resume Service).

• Agent Monitoring— containing the areas associated with monitoring agents (Call Monitoring, Record and Play).

Create, Modify, or Delete a Service Security Plan1 In the Director menu, click User Admin > Service Security Plan.

The Service Security Plan List window opens listing the ID and Name of all the Service Security Plans available in the system.

2 Click Create to create a new Service Security Plan.



The Create Security Plan Service window opens.

3 Enter the Name of the new Service Security Plan (maximum of 30 characters). Using a unique and descriptive name to each plan helps to quickly determine which plan applies to each role within the contact center. For example, “Access to DataViews Only” for directors who are only allowed to access DataViews for a specific service.

4 Click Select All to select all of the options at the same time. This assigns full authority in all catagories.

5 Click Deselect All to clear all of the options.

NOTE • A Service Security Name can contain the characters A - Z, a - z, 0 - 9, symbols, and underscores ( _ ).


• Once the original Service Security Plan Name is deleted from the system, the same name can be reused for a new Service Security Plan.


Aspect Software Service Security Plan | 10–31

6 Select the various Editing options you want to define in this Service Security Plan for each of the categories.

7 Select Enable/Disable to activate the Service Security Plan.

The Enable/Disable option enables you to turn the Service Security Plan on and off.

8 Select the DataViews option: This Services Data can be displayed in Reports and Cubes. to allow data to display in:

• A Report View— a series of rows and columns containing information on a defined criteria.

• An Online Analytical Processing (OLAP) Cube— another way to display the same data. This view creates a spreadsheet of the data.

9 Select Monitor Service in Service Monitoring to activate all other options under this category. Monitor Service provides the ability to view real time statistics on services tied to the Service Security Plan.

a Start/Stop Tables option provides the ability to start and stop dialing numbers from the selected tables from the Enterprise Monitor application.

b Start/Stop Dist Lists option provides the ability to start and stop dialing the addresses from a selected distribution list.

c Pause/Resume Service option provides the ability to pause in a selected service and resume dialing from the point in the call table where the pause was issued.

10 Select Monitor Agents in Agent Monitoring to activate the Monitor options. Monitor Agents provides the ability to view real time agent statistics for agents in the service tied to the Service Security Plan using the Enterprise Monitor application.

a Call Monitor provides the ability to audibly monitor agents (using the headset or microphone icon on the Enterprise Monitor application.) If Call Monitor is not selected, the user cannot “listen in” (using the Silent, Coach, Barge In options) on the agents’ calls.

b Record provides the ability to record the monitoring session (click Record on the Enterprise Monitor application.)

c Play provides the ability to play back the recording (while still in the Silent, Coach or Barge In window of the Enterprise Monitor application.)

11 Select the Show in Lists option in the General section to allow the user to view any services in the main service list windows.

12 Select the Delete option in the General section to allow the user to delete any service in the system.

13 Click Save to save the information entered.

14 Click Cancel to disregard the information.

NOTE Selecting the Service Monitoring and Agent Monitoring options also allows a director to remote monitor a specific agent or agents in a specific service using a touchtone phone. This functionality must be configured and set up in an M3 service and the Edit Director Information window. Refer to the "Remote Monitoring" section for instructions on how to set up remote monitoring.



General Security Plan

The General Security Plan refers to the levels of access and authorization that a Director is given to specific areas of the EnsemblePro application such as lists, users, tables, DataViews, Recording Manager, Voice Mail, services creation, alerts, Enterprise Monitor, and Numbering Plan.

A plan is created and then assigned to individual Directors based on their role within the customer contact center. The plan serves as a pattern or reference for all directors (supervisors) in a particular role. It eliminates the need to set up individual access levels each time a new Director enters or changes roles within the contact center.

A director can be assigned only one General Security Plan. Some examples of General Security Plans that can be set up are:

• A plan set up for directors who need access and privileges to all components of the Director application.

• A separate plan set up for directors who can only create telephony services or multimedia services.

• A separate plan set up for directors who can only monitor and coach agents, and can also view statistics and generate reports.

• A separate plan set up for directors who can only define other users and create templates.

The General Security Plan window is divided into the separate functional areas of Director. The following list describes each tab section of the window:

• Lists tab—contains the options that allow you to assign privileges to Create, Modify, Delete, Export and View lists such as, Agent Status Reasons List, Applications List, Email List, Holidays List, and Time Zones List.

• Users tab—contains the options that allow you to assign privileges to Create, Modify, Delete, and View users and workgroups and assign or unassign a user role and Center Director role.

• Tables tab—contains the options that allow you to set certain privileges related to tables (for example, Outbound tables, ANI tables, and Table Definitions). If all check boxes are selected, the user can access all of the options in the Tables main window (for example, Import, Export, Merge, and Delete).

• Exclusion Manager tab (Exc Man)—contains the options related to assigning privileges to Create, Modify, Delete, Export and View exclusions.

• DataViews tab—contains the options related to assigning privileges to Create, Modify, Delete, Export, and View the EnsemblePro DataViews reports and cubes, and the ability to see reports and cubes across the enterprise (Enterprise Permission).

• Recording Manager (Rec Man) tab—contains the options to play, modify, backup, delete, and restore recording calls and create, modify, delete, and view recording classes, storage machines, stores, tasks, search, catalogs and consoles.


Aspect Software General Security Plan | 10–33

• Voice Mail—contains the options to view, add, modify, delete, and add Voice Mail in system global settings, groups, mailboxes, and messages. It also contains the option to allow privileges for changing a mailbox PIN.

• Services Creation tab—contains the options to access the services available in the system (for example, Outbound, CTI, Inbound, Chat, Email, Workflow, and M3).

• Alerts tab—contains the options to access and Create, Modify, Delete, View, and Acknowledge an alert.

• Enterprise Monitor (Ent Mon) tab—contains the option to access and view the Enterprise Monitor.

• Numbering Plan (Num Plan) tab—contains the options to view, delete, modify, and add new numbering plan specifications.

Create, Modify, or Delete a General Security Plan1 In the Director menu, click User Admin > General Security Plan

The General Security Plan List window opens.

2 Click Create to create a new General Security Plan.

The Create General Security Plan window opens in the default Lists tab.



Lists Tab (General Security Plan)The Lists tab enables you to set Director access privileges to the functional areas of EnsemblePro.

Each of the other tabs relates specifically to a Director related functionality or task and are set individually. This procedure is the same in each of the tabs.

1 In the Director menu, click User Admin > General Security Plans > Create.

The default Lists tab opens in this window.

This tab window authorizes the user to access different areas of the Director application depending on which check box is selected.

For example, if you select the All check box of the Agent Status Reasons option, when the user assigned to this plan clicks the Agent Status Reasons, all of the options available in the window are enabled (New, Modify, Delete, and View). If you only select the Modify and Delete check boxes, only the Modify and Delete buttons are available to the user.



2 Enter the Name of the new security plan (maximum of 30 characters).

3 If the user is to have full authority in all of the areas on every tab, select Select All to select all of the check boxes at once.

4 If the user is to have authority only in certain areas, you must select the check boxes next to each item to assign a user authorization to that specific area.

On the subsequent tabs, select only those options that you want to assign to this user.

5 Select only the View check box to restrict activity and allow read-only capability.

For example, if only the View check box is selected for Agent Status Reasons, none of the buttons in the Agent Status Reasons main window is enabled except Exit.

6 Select Deselect All to clear the selected boxes.

7 Click Save when you have completed assigning access and permissions.

NOTE • A General Security Name can contain the characters A - Z, a - z, 0 - 9, symbols, and underscores ( _ ).


• Once the original General Security Plan Name is deleted from the system, the same name can be reused for a new General Security Plan.



Users Tab (General Security Plan)The Users tab of the window contains the areas that affect the EnsemblePro user (for example, creating new users and workgroups, and assigning and unassigning Agent and Center Director roles).

If all of the check boxes are selected, the user can access all of the options in each of the Users Admin windows. If View is the only selection made, the user has read-only access to this data.

In the Director menu, click User Admin > General Security Plans > Create > Users.



Tables Tab (General Security Plan)The Tables tab contains the areas related to assigning permissions for table administration. The options are Outbound tables, Distribution Lists, Table Definitions, Inbound (ANI) Import Definitions, and Distribution List Definitions.

If all of the check boxes are selected, the user can access all of the options in each of the Tables Admin main windows. If View is the only selection made, the user has read-only access to this data.

In the Director menu, click User Admin > General Security Plans > Create > Tables.



Exclusion Manager (Exc Man) Tab (General Security Plan)The Exclusion Manager enables you to exclude records, at the system level, from being dialed if one or more records appear in one or more exclusion list. The Exc Man tab enables you to set user permissions to create, modify, delete, export, or view exclusion lists.

If all of the check boxes are selected, the user can access all of the options in each of the Exclusion Manager windows. If View is the only selection made, the user has read-only access to this data.

In the Director menu, click User Admin > General Security Plans > Create > Exc Man.



DataViews Tab (General Security Plan)The DataViews tab contains the areas related to assigning permissions to create, modify, delete, export and view reports and cubes.

If all of the check boxes are selected, the user can access all of the options in each of the DataViews windows. If View is the only selection made, the user has read-only access to this data.

It also enables you to set an Enterprise Permission to allow the user the same DataView permissions across the enterprise. When a user logs in, DataViews determines the level of their Enterprise Permission, that is whether they can see data across the whole enterprise or for one specific system. If the user does not have Enterprise Permission, the lists of systems (sites) do not display in DataViews, and the data visible to that user is restricted to their local site.

In the Director menu, click User Admin > General Security Plans > Create > DataViews.



Recording Manager (Rec Man) Tab (General Security Plan)The Recording Manager tab contains the areas related to monitoring and recording calls. It enables you to set permissions for Recordings (play, modify, backup, delete, and restore) and to set up permissions to create, modify, delete, and view Recording Classes, Storage Machines, Recording Stores, Tasks, Recording Search, Catalogs.

If all of the check boxes are selected, the user can access all of the options in each of the Recording Manager windows. If View is the only selection made, the user has read-only access to this data.

In the Director menu, click User Admin > General Security Plans > Create > Rec Man.



Voice Mail Tab (General Security Plan)The Voice Mail tab enables you to assign permissions for global settings, groups, mail boxes, and messages in the Voice Mail component.

If all of the check boxes are selected, the user can access all of the options in each of the Voice Mail windows. If View is the only selection made, the user has read-only access to this data.

In the Director menu, click User Admin > General Security Plans > Create > Voice Mail.



Services Creation Tab (General Security Plan)The Services Creation tab enables you to assign access permission to create the selected services.

In the Director menu, click User Admin > General Security Plans > Create > Services Creation.



Alerts Tab (General Security Plan)The Alerts tab enables you to assign privileges to create, modify, delete, view, acknowledge, and clear service Alerts.

If all of the check boxes are selected, the user can access all of the options in each of the Alerts windows. If View is the only selection made, the user has read-only access to this data.

In the Director menu, click User Admin > General Security Plans > Create > Alerts.



Enterprise Monitor (Ent Mon) Tab (General Security Plan)The Enterprise Monitor tab enables you to view real-time data in the Enterprise Monitor.

Refer to the EnsemblePro Enterprise Monitor User Guide for detailed information on the Enterprise Monitor.

In the Director menu, click User Admin > General Security Plans > Create > Ent Mon.



Numbering Plan (Num Plan) Tab (General Security Plan)The Numbering Plan tab enables you to set privileges to view, delete, modify, and add new numbering plan specifications.

If all of the check boxes are selected, the user can access all of the options in each of the Numbering Plan windows. If View is the only selection made, the user has read-only access to this data.

Refer to "Numbering Plan Overview" for detailed information on setting up communication routes in EnsemblePro.

In the Director menu, click User Admin > General Security Plans > Create > Num Plan.


Chapter 11

System Admin

This section provides an overview of the auxiliary functions of the EnsemblePro system and describes how to configure the system for integrating these functions.

In this section:

• "System Admin Overview"

• "Attention Retainers"

• "Applications"

• "Priorities"

• "Chat Messages"

• "Chat Links"

• "Knowledge Base"

• "Alerts and Alert Manager"

• "Agent Scoring"

System Admin Overview

EnsemblePro contains a number of auxiliary functions that contribute to the running of a smooth and efficient customer contact center. There are a number of auxiliary functions that are outlined in this section and in the following three sections: "Voice Mail Overview", "Numbering Plan Overview", and "Recording Manager Overview".

The Unified Director application enables you to create, modify, and delete the auxiliary functions contained in the following components:

• Attention Retainers—which refer to a set of messages (sequences) that are played for callers while they wait in a queue.

• Applications—which represent the main category under which services are created.

• Priorities—which are used to determine which contact must be answered first, based on the number of agents available.

• Chat Message—which are internet text messages created to display in a customer chat window to greet the customer, formally conclude a chat session, or to engage the customer while they are waiting (chat attention retainers).


11–2 | System Admin Aspect Software

• Chat Links—that allow the agent to connect the chat message to a specific URL (Universal Resource Locator).

• Knowledge Base—which is an information repository that agents use for gathering information to assist with customer queries.

• Alerts— that allow you to monitor any problems with the services, logins, messages, and other related issues.

• Voice Mail—that enables you to set parameters for the many EnsemblePro Voice Mail features, such as Voice Mail groups, prioritization, integration, forwarding, notification, and inbound and outbound call screening.

• Numbering Plan—enables you to manage the EnsemblePro system use of communication routes.

• Recording Manager—enables you to set up recordings that can be played, archived, restored, deleted, and searched by certain criteria (for example, status, date, or service).

• Agent Scoring—that enables you to develop custom scoring forms to use for rating the performance of an agent.

Attention Retainers

An attention retainer is a set of messages played for callers while they are waiting in a queue. An attention retainer is comprised of recordings, which are referred to as sequences. These recordings must be selected from previously recorded prompts and messages.

NOTE • Attention retainers do not apply to CTI services.

• You can make recordings through other EnsemblePro components such as Recording Manager.


Aspect Software Attention Retainers | 11–3

Create, Modify, or Delete Attention Retainers1 In the Director menu, click the System Admin > Attention Retainers.

The Attention Retainer List window opens.

2 To create a new attention retainer, click Create.



The Create Attention Retainer window opens.

3 Enter the name of the new Attention Retainer (maximum of 80 characters).

4 Select the gender (Male or Female) of the message from the Gender drop-down list.

5 To add a message to the attention retainer, select whether the message will be included in the Voice tab or in the Chat tab.

The Create Attention Retainer window displays the Voice tab as a default.

NOTE • An Attention Retainer Name can contain the characters A - Z, a - z, 0 - 9, and underscores ( _ ).

• Symbols, spaces, and quotes (single and double quotes) are not allowed.

• Once the original Attention Retainer name is deleted from the system, the same name can be reused for a new Attention Retainer.



Voice TabSystem Admin > Attention Retainers > Create > Voice tab.

1 Click Add located at the bottom of the Voice Attention Retainer list in the Voice tab.

The Create Message Sequence window opens.

2 Select the language you want the message to play in from the Language drop-down list.

3 Select a message for the first attention retainer sequence from the Message drop-down list.

Only messages that were recorded in the language selected from the Language drop-down list appear in the Message drop-down list.

4 Select whether the message is Mandatory or Optional by selecting one of the options in the Playing Msg is section.

An example of a mandatory message is one where you advise callers that the call may be monitored. Optional messages are the general on hold messages that a caller may never reach.



5 In the Message Sequence section, in # of Times to Play, enter the number of times you would like the message to repeat while the caller is on hold.

6 Enter the interval time (in seconds) between messages in Time to Next.

7 Enter the sequence number in Goto Sequence #.

This option enables you to deviate from the chronological sequence (for example, 000, 001, 002) and enter a different sequence (for example, 000, 001, 002, 001, 000). If no entry is made, the system automatically plays the next message in the list.

8 In the After Playing Message section, select the action to be performed after the message is played.

• Nothing - For example, you may play a message and do not take any action at all, other than to wait for the next number in the sequence to play.

• Hangup - “Our offices are closed. Please call back during our normal business hours.”

• Record - “Our offices are closed. Please leave a message at the tone.”

• Prompt - “Our offices are closed. Please press 1 if you would like to use our automated attendant.”

If you select either the Record or Prompt options, the Script field is enabled.

9 Select a Script from the drop-down list.

The script selected must be an active M3 script created and developed using the EnsemblePro (M3) Designer application and uploaded to the M3 server.

NOTE There are two estimated on-hold time messages that can be played in an attention retainer sequence. They are system recorded messages that state: "Your estimated hold time is now..." followed by the number of minutes and seconds as determined by the real time statistics of the service and, in the case of the queue position hold time message, it states the caller queue position.

The system message selection: acd_qpos-holding must be the first member of the Attention retainer sequence and is only played once. It tells the caller the current queue position and average hold time.

The acd_estimatedholdtime message can play many times in the sequence and tells the caller the current estimated hold time.

For a complete list of pre-recorded messages, refer to the section on "Messages".



Chat TabSystem Admin > Attention Retainers > Create > Chat tab

1 If the new attention retainer is going to be included in Chat, click the Chat tab.

2 Click Add at the bottom of the Chat Attention Retainer list.

3 Select the URL or Message option to select the Chat Message Type used for the first attention retainer sequence.

4 Select the URL from the drop-down list.

5 In the Displaying is section, select whether the message is Mandatory or Optional.



An example of a mandatory message is one where you advise callers that the call may be monitored. Optional messages can be general on hold messages that a caller may never reach.

6 In the Sequence section, enter the interval (in seconds) between messages in Time to Next.

7 Enter the sequence number in Goto Sequence #.

This option enables you to deviate from the chronological sequence (for example, 000, 001, 002) and enter a different sequence (for example, 000, 001, 002, 001, 000). If no entry is made, the system automatically plays the next message in the list.

8 In the After Display section, select the action to be performed after the message is displayed.

• Nothing - Display a message and do not take any action. Wait for the next sequence number to take over.

• Disconnect - Display a message and disconnect immediately after the message is displayed.

9 Click Save.

To modify or delete a Voice Message or Chat URL or message:

1 Select the URL or message from the List window and click Modify to display the Modify URL Sequence or Modify Message Sequence window.


3 To delete a URL or message, select it from the Message or URL/Message List window and click Delete.




Applications

In the "Hierarchy" section of the Services Introduction, we discussed the structure of the reporting hierarchy within the EnsemblePro system. Applications represent the top tier of this hierarchy as it is the main category under which services are created. You must have at least one application under which you can create services. There is no limit to the number of services that can be assigned to an application.

NOTE There can only be one estimated on hold time message in an attention retainer sequence. “Your call will be answered in the next 2 minutes” is an example of an estimated on hold time message. Even if a message sequence is looped or repeated, an estimated on hold time message is only heard once.


Aspect Software Applications | 11–9

For example, if your organization does not service multiple clients, but instead is an in-house operation, the application can have the same name as your company and all of the services can be created under that application. (For example, “Application ABC Company” is the application with “Outbound Sales Service” and “Inbound Tech Support Service” created under this application.)

For organizations that serve a variety of clients, we recommend that you create an individual application for each client, so you can report for the entire contact center, as well as individually by client.

Create, Modify, or Delete an Application1 In the Director menu, click System Admin > Applications.

The Applications List window opens.

The Applications list displays the applications that have already been added to the system.

2 To create a new application, click Create.

NOTE Applications that have been assigned to a service cannot be deleted even if the service has been deleted.



The Create Application window opens.

3 Enter the Name (maximum of 80 characters).

4 Click Save to add the new application and to exit the Create Application window.

5 To modify an application, select the application in the list and click Modify.

The Modify Application window opens.

6 Make changes and click OK.

7 To delete an application, select the application in the list and click Delete.

The system prompts you to confirm the command.

8 Click Yes to accept the deletion or click No to disregard the command.

9 Click Save to save the new application and exit the window.

NOTE • An Application Name can contain the characters A - Z, a - z, 0 - 9, symbols, spaces, and underscores ( _ ).


• Once the original Application name is deleted from the system, the same name can be reused for a new Application.


Aspect Software Priorities | 11–11

Priorities

Priorities are used by the EnsemblePro system to determine which service an agent will receive on first contact based on the number of agents available. Prioritization enables the EnsemblePro system to decide the order in which each service contact will be handled as well as which agent will handle the call.

There are three types of priorities that are set within each service. Static and Dynamic Priorities are set up on the General tab of the service and determine the order in which service contacts are answered. A Queue Type is set on the Queue tab of the service and determines which agent receives the next contact.

If multiple agents are assigned to multiple services during the same session, (referred to as blending), prioritizing those services and agents for routing contacts is important.

Static PriorityEvery service has an associated static priority which allows the most critical service to be handled first. This is the primary way in which all services are prioritized. A dynamic priority is used when there are multiple services with the same static priority competing for agent resources. A static priority is based on a numeric value between 0 and 10, with 0 as the highest priority and 10 being the lowest. A service with a static priority set closer to zero is considered a higher priority than one with a number closer to 10.

For example, if one agent in an in-house contact center is assigned to two services (an Inbound and an Outbound service) and two contacts are received at the same time, a static priority setting can determine which contact takes precedence and must be sent to the agent first. If both services are assigned the same static priority of 5, a dynamic priority template is necessary to determine the order in which contacts are routed to agents.

Dynamic Priority (Priority Template)Priority templates are necessary when services have the same static priority. If the static priority is the same for two or more services that are competing for agent resources, a priority template determines which service is next and acts as a tie-breaker. A priority template uses a weighted combination of different factors to determine how to route contacts. These factors are based on the service goals that are configured when setting up the service. The same priority template is assigned to each competing service.

For example, if an Inbound service and an Outbound service have the same static priority of 5, the system will evaluate their dynamic priorities to weight the contacts that are in queue from each service, and then determine which contact is next to route to an agent.



Agent Prioritization (Queue Type)This priority sets the method for routing contacts to agents within a service. When a contact is next in line to be routed to an agent (as determined by Static and Dynamic priorities), Queue type is then used to determine the best available agent to receive that contact. This priority is set on the Queue tab for each service. Refer to "Queue Types" for a description on the different Queue types and refer to the Queue tab topics in the specific service for setting up a queue type.

Create, Modify, or Delete a PriorityA Priority Template (dynamic priority) is evaluated by the system only when there are multiple services with the same static priority competing for agent resources. By creating Priority Templates, many different factors are weighted and used to determine which contact must be routed to the next available agent.

1 In the Director menu, click System Admin > Priorities.

The Priority List window opens.

2 To create a new priority, click Create.

The Create Priority window opens.


Aspect Software Priorities | 11–13

3 Enter the name of the new Priority Template.

4 A factor relates to service goals and categories and their levels of importance within the EnsemblePro system. For example, you can select the Relative Wait factor and apply the level of importance that it has to the service goal it relates to.

5 Select the weight levels for the factors you entered by clicking and dragging the weight cursor to the appropriate weight level.

NOTE • A Priority Template Name can contain the characters A - Z, a - z, 0 - 9, symbols, spaces, and underscores ( _ ).


• Once the original Priority Template name is deleted from the system, the same name can be reused for a new Priority Template.

NOTE Refer to "Priority Template Definitions" for a description of these factors long with an explanation of how these factors interact with other EnsemblePro settings and examples on how to set factors.



6 Click Save to add the new priority and exit the Create Priority window.

ExampleYou have a priority template named template1 assigned to service1 and service2. Template1 has three factors: affinity with a weight of 10, absolute longest wait with a weight of 8, and absolute # of calls with a weight of 4.

Agent1 is assigned to both services. He finishes a call on service1 and becomes idle. Both service1 and service2 have calls in queue.

• First on the Priority Scale (10): If Affinity was the only template factor, agent1 would get his next call from service1 as the agent must remain with the service from which the last contact was taken until either the service queue is empty or other priority template factors in the service take precedence. This weight is applied to Service1.

• In second position on the Priority Scale (8): If Absolute Longest Wait (H) examines the longest wait of calls in competing services. Service1 has a 10 second wait and Service2 has a 20 second wait. This weight is applied to Service2.

• In third position on the Priority Scale (4): If Absolute # of Calls in Queue examines total number of calls in queue in competing services. Service1 has 10 calls and Service2 had 20 calls. The total calls is greater in Service2. This weight is applied to Service2.

In this example, agent1 would take the next call in queue for Service2 with the higher total weight of 12.

To modify or delete a priority:

1 To modify a priority, select the priority in the Priority List window and click Modify.

The Modify Priority window opens.


3 To delete a priority, select the priority in the Priority List window and click Delete. The system prompts you to confirm the deletion.

Service1

Factor Weight

Service2

FactorWeight

Affinity (10 weight) 10 0

Absolute Longest Wait (8 weight)

10 seconds

0 20 seconds

8

Absolute # of Calls (4 weight)

10 0 20 4

Total Weight: 10 12


Aspect Software Chat Messages | 11–15



Chat Messages

The EnsemblePro system offers three types of scripted text chat messages that are used to display in a customer internet chat window. These greetings are displayed when an agent connects to a customer in a chat session, ends a chat session, or engages the customer while the customer is waiting in a chat session.

Refer to the "Chat Links" for details on how to connect the chat message to a chat session.

Create, Modify, or Delete Chat Message1 In the Director menu, click System Admin > Chat Messages.

The Chat Message List window opens.

The Chat Message List window shows the message Id, the name of the message, and the type of message created.

2 To create a new message, click Create.



The New Chat Messages window opens.

3 In the Message Type section, select one of the three options (Greeting, Salutation, or Attention Retainer):

• Greeting - The text appears in the customer chat window when an agent is connected to the customer. A typical greeting would be: “Hi, my name is [message variable, in this case “%agentFullName%”]. How can I help you?”

• Salutation - This text appears in the customer chat window when an agent ends a chat session, for example: “Goodbye!”

• Attention Retainers - Chat Attention Retainers use the same concept as attention retainers that are used in voice but are displayed as text. This text appears in the customer chat window.

4 Enter a Name for the Chat Message (maximum of 120 characters).

NOTE • A Chat Message name can contain the characters A - Z, a - z, 0 - 9, symbols, spaces, and underscores ( _ ).


• Once the original Chat Message name is deleted from the system, the same name can be reused.


Aspect Software Chat Messages | 11–17

5 Enter your Message in the Message box.

6 Double-click a Message Variable to add it to the Message text.

7 Click Save to save your entries and return to the Chat Message List window. The new chat message appears in the list.

To modify or delete a chat message:

1 Select the message and click Modify.

The Modify Chat Messages window opens.


3 To delete a chat message, select it and click Delete.




NOTE A chat message must be less than 255 characters, including spaces.



Chat Links

The Chat Links function enables an agent to connect the text chat message created in the Chat Message component to a specific Universal Resource Locator (URL). A URL is an “address” for an internet site, for example, http://www.Aspect.com.

Create, Modify, or Delete Chat Links1 In the Director menu, click System Admin > Chat Links

The Chat Links List window opens.

2 To create a new chat link, click Create.

The Create Chat Link window opens.


http://www.aspect.com

Aspect Software Chat Links | 11–19

3 Enter the Name of the Chat link (for example, AspectSoftware). Do not use spaces between words (maximum of 90 characters).

4 Enter the URL using the HyperText Transfer Protocol (http://) at the beginning of each URL address.The Test button becomes active after the URL is entered.

5 Click Test to test the link to the URL.

If the URL is entered incorrectly or is invalid, the browser notifies you that the page you are looking for is currently unavailable and that the server cannot be found.

6 If an error message opens, correct the URL and click Test.

7 Close the browser to return to the Chat URLs window.

8 Click Save to save the new URL and return to the Chat Links List window.

To modify or delete a chat link:

1 Select the URL name from the list box.

2 Click Modify.

The Modify URL window opens.

NOTE • A Chat Link name can contain the characters A - Z, a - z, 0 - 9, and underscores ( _ ).

• Symbols, spaces, and quotes (single and double quotes) are not allowed.

• Once the original Chat Link name is deleted from the system, the same name can be reused.



3 Make changes, test the URL, and click Save to save the entries and return to the Chat Links List window.

4 To delete a chat link, select the URL name from the list box.

5 Click Delete. The system prompts you to confirm the deletion.



Knowledge Base

The Knowledge Base is a repository of frequently asked questions that is populated through the Unified Director. It is used to gather and compile information used to facilitate customer inquiries by using language recognition technology to reroute and respond to customers’ request for information.

The set of questions and answers that comprise the Knowledge Base can be created, modified, or deleted by contact center directors. agents also have the ability to add questions that are subject to review by directors prior to inclusion in the Knowledge Base database.

Create, Modify, or Delete a Knowledge Base1 In the Director menu, click the System Admin > Knowledge Base.

NOTE See "Inbound Tab (Email Service)" for detailed information on configuring the Confidence Level and AutoResponse options.


Aspect Software Knowledge Base | 11–21

The Knowledge Base List window opens.

2 Click Create.

NOTE The Use button in the Knowledge Base window is only active at the service level. For example, when a user wishes to apply a knowledge base to a particular service.



The Create Knowledge Base window opens.

3 Enter a Name (maximum of 120 characters).

4 Select a Rank Type. The rank type can be Frequency, None, or User Defined.

5 Select the Server on which the knowledge base runs.

6 On the Questions tab, click Create Question. The Create Knowledge Base Question window opens.

NOTE • A Knowledge Base Name can contain the characters A - Z, a - z, 0 - 9, symbols, spaces, quotes, and underscores ( _ ).

• Once the original Knowledge Base name is deleted from the system, the same name can be reused.

NOTE In almost all cases, the only server in the list is the knowledge base server. If your system has more than one knowledge base server, select the one on which you want this particular knowledge base to run.



Adding a Question to the Knowledge BaseSystem Admin > Knowledge Base > Create > Question tab > Create Question

1 In the Create Knowledge Base Question window, enter a Question in Question text field.

2 Select a number from 0 to 100 from the Rank combo box at the bottom of the Selected Categories list.

3 Assign a category to the question by selecting a category from the Available Categories list box and moving it to the Selected Categories list.

4 To create a new category, click Create to open the Create Category window. To change a category, click Modify and make your changes. For detailed information on creating, modifying, and assigning categories, see "Assigning a Category to a Knowledge Base Question".



5 In the Answer Preview section, select an Answer from the drop-down list or click Edit Answer to create a new answer.

The Answer List for Knowledge Base window opens.

Creating an Answer to a Knowledge Base Question1 Click Create in the Answer List window to open the Create Answer window.

2 Enter an Answer.

3 Click Save to accept the answer.

4 Click Cancel to disregard the entry and close the window.

To modify or delete an answer:

1 To modify an answer, select an answer in the Answer List window and click Modify.

2 Make changes and click Save to accept the changes.



3 To delete an answer, select the answer in the Answer List window and click Delete.

A prompt asks you to confirm the deletion.

4 Click Yes to confirm the deletion.

5 Click No to disregard the command and return to the Create Answer List window.

6 To associate an answer with a knowledge base question, select the answer from Answer List for Knowledge Base window and click Use. The Answer Text and Full Text fields on the Create Knowledge Base Question window are automatically populated with the answer you selected.

Associate a URL With an Answer

1 Select a URL from the drop-down list or click Edit URL to open the URL list window.

2 Select an exiting URL in the list to Modify.

-OR-

3 Click Create to create a new URL.



The Create URL window opens.

4 Enter a name to represent the URL (for example, AspectSoftware) in URL Name (maximum of 40 characters).

5 Enter a URL in URL (for example, www.Aspect.com).

After you enter the URL, the Test button becomes active.

6 Click Test to ensure the URL is correct. If necessary, correct the URL and retest.

• If the URL is correct, the corresponding internet site opens in a browser.

• If the URL is entered incorrectly or is invalid, the browser notifies you that the page you are looking for is currently unavailable and the server cannot be found.

7 Close the browser window to return to the Create URL window.

8 Enter a description of the URL in the Summary.

9 Click Save to add the URL to the URL List or click Cancel to disregard the entry.

10 To associate the URL with the answer, select the URL in the URL List Window and click Use. The Answer URL field and Summary field are automatically populated on the Create Knowledge Base Question window.

To modify or delete a URL:

NOTE • A URL Name can contain the characters A - Z, a - z, 0 - 9, and underscores ( _ )

• Symbols, spaces, and quotes (single and double) are not allowed.

• Once the original URL name is deleted from the system, the same name can be reused.

NOTE • A URL can contain the characters A - Z, a - z, 0 - 9, underscores ( _ ), symbols, spaces, and quotes (single and double).

• Once the original URL is deleted from the system, the same name can be reused.



1 To modify a URL, select it and click Modify.


3 To delete a URL, select it and click Delete.

A prompt asks you to confirm the deletion.


5 Click No to disregard it and return to the URL List window.

Assigning a Category to a Knowledge Base Question

1 In the Create Knowledge Base Question window, use an existing category by selecting one from the Available Categories list.

2 Click the arrow pointing right to add the selected category to the Selected Categories list for the knowledge base you are creating.

3 Click the double arrows pointing right to move all the categories from the Available Categories list to the Selected Categories list.

4 To remove a category from the knowledge base, select an entry from the Selected Categories list and click the arrow pointing left.

5 Click the double arrows pointing left to remove all of the categories from the Knowledge Base question.

6 Click Create to display the Create Category window.

7 Enter a Category name (maximum of 120 characters)



NOTE • A Category name can contain the characters A - Z, a - z, 0 - 9, and underscores ( _ ).

• Spaces, symbols, and quotes (single and double quotes) are not allowed.

• Once the original Category name is deleted from the system, the same name can be reused.



To modify or delete a knowledge base category:

1 To modify a category, select the category and click Modify.

2 Make changes and click Save.

3 Click Cancel to disregard the changes.

4 To delete a category, select the category and click Delete.

5 Click Save to return to the Create Knowledge Base window.

Candidate QuestionsCandidate questions are questions that a user creates to include in the knowledge base or a suggested modification to an existing question. Questions in the candidate category must be approved by a director before they can be added to the knowledge base.

Add a question to the candidate list by creating your own question or by modifying one of the existing questions.

Adding a Candidate QuestionSystem Admin > Knowledge Base > Create > Candidate Question tab

1 Select a question from the Questions tab of the New Knowledge Base window.

2 Click Candidate.

The question is transferred to the Candidate Questions tab.



3 To accept a candidate question, select it and click Accept.

The question is moved back to the Questions tab.

4 To modify a candidate question, select it and click Modify.

The Knowledge Base Question window opens.


6 Click Cancel to disregard the changes and return to the Knowledge Base window.

7 To delete a candidate question, select it and click Delete.

8 The candidate question is removed from the list.

9 In the Answer Preview section, enter the Answer in the Text box.

10 Enter a URL Name.



11 Enter a URL Summary.

12 Click Category List to assign one or more categories to the question. The Available Categories list opens.

13 Select the Category or Categories to assign using the arrows.

14 Click Create to create a new category for the question. Refer to "Assigning a Category to a Knowledge Base Question" for instructions.

15 Click Save.

Modify or Delete a Knowledge Base1 In the Director menu, click System Admin > Knowledge Base.

The Knowledge Base window opens.

A series of previously created knowledge bases is displayed in the list box.

2 To modify a knowledge base, select it and click Modify.


4 To delete an knowledge base, select it and click Delete.

The system will prompt you to confirm the deletion.

5 Click OK to delete the knowledge base.

6 Click Cancel to disregard the deletion.


Aspect Software Alerts and Alert Manager | 11–31

Alerts and Alert Manager

The EnsemblePro Alerts component is an automated statistical monitoring tool that generates system alerts (warnings) that inform you of current problems occurring as the system runs or application alerts that enable a director or supervisor to set alerts based on selected statistical data.

System alerts warn you when there is a failure, exceeded threshold, or resource limitation. Every EnsemblePro system component automatically sends real-time statistical data from the Online Statistical Monitoring System (OSM) Server to an alert server to keep you informed of current activity. Application Alerts are typically created by directors to execute when real-time thresholds are met or exceeded (for example, excessive talk times or wrap times). A director creates evaluations (custom notifications) and defines automatic application alerts to send to other directors when certain criteria is met. The evaluations are applied to the incoming statistical data and whenever the result is true, the notification for the Alert is executed.

Director access and privileges to creating and managing alerts are defined in the General Security Plan component.

In setting application alerts, a director has the option to set it as either a personal or global application alert. A personal alert is only visible to the director that created the alert. A global alert is visible to all directors in the system.

Evaluation of Real-Time Statistical DataA director has the ability to create an evaluation based on the real-time statistical data received by the alert server. The evaluation is obtained by creating filters to specify the return of certain statistical data. A director can set an alert threshold based on the selected statistical data.

When real-time thresholds are met or exceeded, an alert notification is executed. For example, a director might want to set an alert when the number of agents in an Idle state of more than 5 minutes in an Inbound service and send an alert notification to other directors.

Alert Notification MethodsThere are several ways to set up how an Alert notification is received:

• Displaying the Alert in the Alert Manager Viewer on the System or Application tabs.

• Sending an email notification to one or more Email addresses. A director configuring the Alert has the ability to define the information contained in the Subject and Body of the Email. The information can contain text as well as statistical data. For example, There are [agentsInIdle] agents with an Idle Time of more than 5 minutes in Service [ServiceId].

• Sending a numeric notification to a pager.



• Sending a Short Message Service (SMS) mobile notification through Email to a pager or cell phone.

• Calling a phone number to relay a verbal Alert message using TextToSpeech functionality. A user is able to define a message: There are [agentsInIdle] agents with an Idle Time of more than 5 minutes in Service [ServiceId]. The person receiving the call hears: There are 5 agents with an Idle Time of more than 5 minutes in Service 1.

• Sending a Simple Network Management Protocol (SNMP) Trap to any SNMP Server listening for SNMP Traps. A trap is a signal informing a program that an event has occurred.

Alert Severity LevelsThe Severity level of a System Alert is determined by the EnsemblePro component sending the Alert.

In the case of an Application Alert, severity level is defined when a director creates the Alert. A director can define a severity level of Info, Low, Medium, High, or Critical.

Severity levels are:

• Critical—This level is the highest severity and is automatically referred to an Aspect Technical Support Team. An example of this type of Alert is a Replication error. If a replication error occurs causing the transaction queue to grow for one of the databases, a System Alert is triggered.

• Application Severity Levels— In the case of an Application Alert, the individual creating the Alert defines the severity level for each particular alert.

• Info—Information only message

• Low—Low priority message

• Medium—General message

• High—Very important message

NOTE A system Alert with a critical severity level is automatically referred to an Aspect Technical Support Team. Refer to Aspect "Technical Support" for support information.


Aspect Software Alert Manager | 11–33

Alert Manager

The Alert Manager component enables you to set up application alerts that are not related to the automatic system alerts that are built into your EnsemblePro application.

Create, Modify, or Delete AlertsTo create Alerts based on real-time statistical data:

1 In the main Director window, click System Admin > Alert Manager.

The Alert Manager List window opens.

2 To create an alert, click Create.



The Create Alert window opens. The Alert Info tab is the default tab.

In the Information section,

3 Enter the Document Type, which is a definition of a notification type received by the alert server. For a complete list and description of all document types and their corresponding action and expression fields, refer to the "Action and Expression Field Descriptions" section of this guide.

NOTE The System Alert document type enables you to set an application alert on a system alert. For example, you might want to create an alert to directors in another site to inform them of any system alerts of level 3 you might receive. Using the expression, severitylevelID=3, the alert is going to get executed whenever the alert server receives a system alert notification from any of the EnsemblePro components with a severity level of 3.



4 Enter the Alert Name (maximum of 90 characters).

5 Enter the Alert Description (maximum of 1024 characters). There are no character restrictions in this field.

6 Enter the Severity level.

In the Evaluation section,

7 To modify an existing evaluation, select an expression from the list and click Modify. The Expression Fields and Expression Criteria panes are enabled for you to make changes.

8 Click Add to create a new expression. The Expression Fields and Expression Criteria panes are enabled.

9 Select the Expression Field (maximum of 1024 characters) and click Select. This adds the entry to the expression status bar.

Depending on your choice of Document Type, select the appropriate Expression Field. For a detailed listing and description of all Expression Fields, see "Action and Expression Field Descriptions".

10 Select an Expression Criteria and click Select. This adds your selection to the expression status bar.

A filter formulated for evaluations can contain any of the following operators:

a Equal to ( = )b Not Equal to ( < > )c Greater than ( > )d Greater than or Equal to ( > = )e Less Than ( < )f Less Than or Equal to ( <= )g ANDh ORi Open Parenthesis (j Close Parenthesis )

The following are examples of evaluations for OSM Inbound Statistical data:

• ServiceId = 1 AND agentIdleTime > 5 (Return the number of agents in the Inbound Service with an Idle time of more than 5 minutes)

NOTE • An Alert Name can contain the characters A - Z, a - z, 0 - 9, spaces, and underscores ( _ ).


• Once the original Alert name is deleted from the system, the same name can be reused.



• ServiceId = 1 OR ServiceId = 3 AND agentIdleTime > 4 (Return the number of agents in the Inbound or Outbound Service with an Idle time of more than 4 minutes.)

11 Click Apply when you complete your Expression. The Expression now appears in the Expression List.

12 To Clear the Expression Field, click Delete.

13 Select an existing expression and click Remove to delete it from the Expression list.

14 Select the option Visible Only to the Creator if this is an Alert that can only be viewed by the person that created the Alert.

15 Click Save.

Actions Tab (Alerts)The Actions tab enables you to set unique parameters for sending and receiving Alert notifications. The notification medium, such as Email, Run Application, TextToSpeech, System Alert, and Application Alert is set on this tab along with the time and date scheduled for running the Alert. Using the Action Fields and Delay Interval enables you to define how often you will receive a notification for each of the criteria set for an alert. Action fields make the notification delay interval unique.

For example, you want to know when any of the 3 agents working Wednesday on Service1 and Service2 are idle for more than three minutes. To avoid receiving alert notifications randomly, you elect to receive this information every 30 minutes.

After setting the Alert information expressions in the Alert Info tab, you would set the Delay Interval for receiving notifications at 30 minutes and add UserId and ServiceId to the Action Fields on the Actions Tab. You set Wednesday, 8:00AM to 6:00PM as the scheduled day and time for this alert.

AgentA is idle for more than 3 minutes at 9:45AM on Service1 and again at 10:35AM on Service2. You will receive notification at 10:00AM that Agent A was idle for more than 3 minutes on Service1 and at the 11:00AM notification that Agent A was idle for more than 3 minutes on Service2.

Agent B is idle for more than 3 minutes at 9:55AM on Service2 and again at 10:05AM on Service1. The 10:00AM notification tells you that Agent B was idle for more than 3 minutes on Service2 and at the 10:30AM notification that Agent B was idle for more than 3 minutes on Service1.

Agent C is idle for more than 3 minutes at 9:30AM and 9:45AM on Service1. The 10:00AM notification tells you that Agent C was idle on Service1.

1 In the main Director window, click System Admin > Alert Manager > Actions tab.



The Actions tab window opens The All Actions list at the top of this window is populated with all of the actions after they are created.

2 Enter the Action. Depending on the action you select, corresponding fields display in the blank pane above the Action Fields pane.

3 Enter a Delay Interval. The Delay Interval is the number of minutes to wait before executing the action for this alert.

The selections are:

a Send Email—with this selection, the following fields appear:

• To (enter the Email address of the recipient)

• Subject (enter the subject of the email)



• Message (enter the message you want to send)

• From (enter your Email address)

b Run Application—This option is typically used to run a script or service in the background. For assistance in setting up this option, contact Aspect "Technical Support".

The following fields appear with this selection:

• Application (Enter the application executable file name with its path. For example, if you wanted to run Microsoft® Internet Explorer®, you would enter: C:\Program Files\ Internet Explorer\ iexplore.exe)

NOTE When using variables, use brackets ( [ ] ) to define them in a message. For example: agent [UserId] in idle for > 3 minutes [IdleSeconds] for service [ServiceId].



• Arguments (Enter the arguments. For example, if you wanted the executable file to open with the Aspect Internet page, you would enter www.Aspect.com.)

c TextToSpeech— with this selection, the following fields appear:

• Phone (enter the phone number)

• Message (enter your message)



d Send System Alert to Alert Viewer—there are no fields to enter with this selection, except for the Action fields in the lower pane.

e Send Application Alert to Alert Viewer with this selection, the following fields appear:

• Subject (enter the subject of the alert)

• Message (enter the message of the alert)

In the Action Fields section:

4 To add the values for the Alert action you have selected, select the Action from the Action Fields in the left pane and click Add. The action displays in the Action Fields list in the right pane.

For example, if the subject of an Alert is: “There are [agentsInIdle]agents in idle for Service [ServiceId].” the display in the Viewer appears as “There are 12 agents in idle for Service 5.”



See "Action and Expression Field Descriptions" for a list of the Action Fields that are available to you.

In the Schedule section:

5 Select the Day of the Week option to select a day to run the Alert.

a Select the Week Day or more than one Week Day by using the Ctrl key to make your selections.

b Enter a Begin Time. The time must be entered as Military time using the hh:mm. format. For example, 3:30pm would be entered as 15:30.

c Enter a End Time. The time must be entered as Military time using hh:mm format. For example, midnight or 12:00am would be entered as 00:00.

6 Select the Date Range option to set a date range in which to run the Alert. The current date appears as the default date.

a Enter the Begin Date.b Enter the End Date.c Enter a Begin Time. The time must be entered as hh:mm.d Enter a End Time. The time must be entered as hh:mm.

7 Click Apply. The new schedule entry appears in the action list.

8 Click Save.



System Alert ListThe system alert list contains the Alert Messages automatically generated by the system for errors occurring in the EnsemblePro system.

To access the Alert list:

1 In the main Director window, click All Alerts at the bottom right corner of your EnsemblePro Unified Director main window.

The Current Alert List window opens displaying all severity levels of the current alerts received on this system.

The Current Alert List window displays the following information:

• Type—The type of Alert.

• Site— The specific server location at which the error occurred or will occur.

NOTE Select an Alert, point to the message, and pause to reveal the entire message string.



• Server—The name of the server that contains the error.

• Severity — The level of severity.

• Action— The action that must be taken to alleviate the problem.

• State—The current state (status) of the alert.(Issued or Acknowledged).

• Created Date—The exact date and time that the Alert was created.

• Message—The Alert ID number and message is displayed in this column.

2 Select the Severity Level to filter the list and display only those Alerts with the selected severity level.

3 Select the Server Type to further filter the system alerts.

4 Select an Alert and click Acknowledge to acknowledge receipt of the Alert.

5 Select an Alert and click Display Info to display current information on the Alert in the Alert Information window.

6 Click Close to return to the Current Alert List window.



7 Select the Alert and click Acknowledge after reviewing the alert and, if necessary, correcting any issues. The system changes the current state to Acknowledged and the information is automatically added to the Alert Information window.

8 To clear an Alert, select the Alert in the Alert List and click Clear. The Alert message is removed from the list.

9 Click Refresh to update the list in the Current Alert List window or after changing the filter criteria.

10 Click Close.

Application Alert ListThe Application Alert list contains the customized Alerts created by a director for specific Applications.

To access the Alert list:

1 In the main Director window, click All Alerts > Application tab.



The current Alert List Application window opens.

The Application Alert List window displays the following information:

• ID—The Alert ID number.

• Subject—Defined by the director when selecting the action to Send Email and Send Application Alert to viewer.

• Message—Defined by the director when selecting the action Send Email, TextToSpeech, and Send Application Alert to viewer.

• Created Date—The date the Alert was created.

• Severity Level—The level of severity assigned by the director.

• State—The current state (status) of the alert. States consist of: Issued or Acknowledged.

• Acknowledged By—The name of the director who acknowledged the Alert.

• Acknowledged Date—The date the director acknowledged the Alert.

2 Select the Severity Level to filter the list and display only those Application Alerts with the selected severity level.



3 Select Global format to further filter the Application Alerts.

4 Select an Alert to enable Acknowledge and Display Info.

5 Click Acknowledge after reviewing the alert and, if necessary, correcting any issues. The system changes the current state to Acknowledged and the information is added to the Acknowledge Alert window.

6 To clear an Alert, click Clear. The Alert message is removed from the list.

7 Click Refresh to update the list in the Current Alert List window or after changing the filter criteria.

8 Click Close.

Agent Scoring

The Agent Scoring component of EnsemblePro is used by directors and Quality Assurance specialists to rate the performance of an agent. A scoring form (custom template) is created to define agent tasks and to assign a rating criteria to each task. Once the scoring form is created and a ranking methodology is established, the form is then used to score the performance of an agent.

By entering individual agent information into the task fields and assigning a numerical rating to each task, a scorer can assess and compare the overall performance score with the scores of other agents.

In addition, Scoring Forms enables you to create a template that evaluates the agent by using qualitative as well as quantitative factors. A Remarks option provides you with a text box for entering comments specific to a particular category and question. For example, a scorer can provide remarks for specific and detailed recommendations on how the agent can improve in promoting new products or a scorer can provide positive recognition, when appropriate, for an outstanding performance in handling an irate customer.

Methods of ScoringThere are three methods of scoring the performance of an agent:

• Side by Side—This method involves having the person scoring the agent sit in on a calling session and evaluate the performance while the agent is responding to callers. Scoring is normally done offline after the calling session. Monitoring in real-time enables a director to conduct an immediate feedback session with the agent to discuss and prevent any mistakes detected in the monitored session. This procedure helps prevent the same mistakes from being repeated in subsequent calls.


Aspect Software Agent Scoring | 11–47

• Real-time—This method involves silently “listening in” on agent calls. If coaching is needed, it can be done immediately after the call. Because not all calls are appropriate for scoring, this procedure can be time-consuming.

• Recorded—Pre-recorded calls are randomly selected and scored. This enables the person scoring to quickly search and find appropriate calls to use for judging agent performance. This is the most common method of scoring. The disadvantage to this method is corrective action and coaching most often happens a few days after a call has been recorded.

Steps to Creating a Scoring FormThe steps to creating a question and answer scoring form are:

1 Create an Answer Template name ID and description.

2 Add Options to Answer Templates. Specify the type and establish values.

3 Create a Question name ID and description for the question.

4 Specify a Category for the Question.

5 Create the Question and a corresponding description.

6 Assign an Answer Template.

Answer TemplatesAnswer Templates are used to build scoring forms. Instead of specifying individual answers for each question, users select from a pre-built set of answers. This not only eliminates mistakes, but also forces scorers to keep to defined standards when evaluating the performance of an agent.

The pre-built sets of answers that require a response are based on an individual contact center acceptable agent behavior and response. Examples of the type of questions and the answer template type you can use to rate the behavior or response are:

• Did the agent...? - Use a simple checkbox.

• Rate the agent...? - Use a list.

• Which best describes...? - Use a drop-down box.

• Indicate...? - Use a slider.

• How many...? - Use a numeric input field.

Creating an Answer Template1 In the Director menu, click System Admin > Agent Scoring > Answer Templates Tab.



The Answer Templates Tab List window opens by default. Any previously created Answer Templates appear in this list.

2 To create a new template, click Create.

The Create Answer Template window opens.


4 Select the Template Type. The selections are: Check Box, Radio Button, Drop-down, Slider, and Number.

5 Enter a Description of the template.

6 Click Save to save your entry and to return to the Answer Templates List Tab.

7 Select an existing answer template and click Modify to make changes to the existing template.



8 Select an existing answer template and click Delete to remove the template from the list.

9 Click Save.

Creating Template OptionsA Template Option enables you to designate a value to the correct answer. For example, in providing a Yes or No answer to a question, Yes is assigned a value of 5 and No is assigned a value of 0. This option also enables you to designate which value is the default value for the question.

To create a Question Template Option:

1 In Director menu, click System Admin > Agent Scoring > Answer Templates tab

The Answer Templates List window opens.

2 Select a template from the list and click Options.

The Template Option List window opens.



3 Click Create to open the Create Template Option window.

4 Enter an Answer (maximum of 30 characters). This is the correct answer.

5 Select a Checked Value to assign to the answer. The checked value is the value that is added to the score if the option is selected.

6 Select an Unchecked Value. If the scorer fails to assign a value, this value rating is applied to the total.

The unchecked value is the value that is added to the score if the option is not selected. This is normally zero (0) but enables you to create answers for options that are not selected.

For example, a Checked Value of zero (0) and an Unchecked Value of 4 is entered. The question asked is: “Did the agent use slang during the conversation?” If it is unchecked, the agent did not use slang and is awarded 4 points. If the question is checked, the agent does not receive any points.

7 Select Is Default if the Checked Value is to be a default answer.

8 Click Save.

Defining a Scoring formTo define and describe the scoring form you are creating, enter a unique name and description.

1 In the Director menu, click System Admin > Agent Scoring > Scoring Forms Tab.



The Scoring Forms Tab window opens.

2 To create a new scoring form, click Create.

The Create Scoring Form window opens.

3 Enter a unique Name (maximum of 30 characters).

4 Enter a Description.

5 Click Save and return to the Scoring Forms list window.



6 Select a Scoring Form and click Copy to copy an existing form. The Copy Scoring Form window displays.

7 Enter a New Form Name (maximum of 30 characters).

8 Click Save to return to the Scoring Forms list window.

9 Select a Scoring Form and click Preview to preview the scoring form.

10 Select a Scoring Form and click Delete to remove a form from the list.

Creating Scoring Form CategoriesScoring Forms consist of a number of scoring categories, each category containing questions related to that specific category. Individual scoring forms are created for each work-type and can include scorer remarks. For example, a Scoring Form containing a Marketing category, can contain several questions relating to how well the agent performed in promoting new products. The scorer can add remarks to supplement questions with weighted rating scales.

Scoring form categories consist of company designated areas of expertise that are described by specific skillsets within the category. For example:

• Customer Experience—which might include a descriptive such as Communication Skills and Friendliness.

• Product Knowledge—which might include a descriptive such as Application of Products.

• Procedures—which might include a descriptive such as Used the correct greeting and Thanked customer for order.

• Marketing Skills—which might include a descriptive such as Promoted new releases and Explained benefits.

To create a Scoring Forms Category:

1 In the Director menu, click System Admin > Agent Scoring > Scoring Forms tab.

The Scoring Forms List window opens. Any previously created Scoring Form Templates appear in this list.

2 Select a Scoring Form and click Categories.



The Category List window opens.

3 Click Create to create a new category.

The Create Category window opens.

4 Enter a Name for the new category.

5 Enter a Description for the new category.

6 Click Save and return to the Categories Tab window. The new category appears in the list.



Creating QuestionsThis option enables you to create the question and select the appropriate Answer Template to assign to the question. For example, a question might be: “Did the agent use the correct greeting?” The Answer Template of Yes or No is assigned to this question. A description of the question might be the correct agent response of: “Good Morning or Afternoon, welcome to ABC Shoes.”

1 In the Director menu, click System Admin > Agent Scoring > Scoring Forms tab > Categories > Questions.

The Category List window opens.

2 Select a category and click Questions.

The Questions Tab window opens.

3 To create a new question, click Create.



The Create Question window opens.

4 Enter a Question.

5 Select a pre-defined Answer Template from the drop-down list.


7 Select Compulsory if this is a required question on Scoring Forms.

8 Click Save and return to the Questions List window.

Previewing a Score FormThis option enables you to preview the question and answer formats created for each of your scoring form categories. Individual categories are presented in tab format with corresponding questions and answers displayed for each category.

1 In the Director menu, click System Admin > Agent Scoring > Scoring Forms tab > [select a form] > Preview



The selected form opens in the window.

2 Evaluate the form. If necessary, make modifications to categories, questions, and answers by returning to the appropriate Agent Scoring windows used to create the options.

3 Click Close.

Viewing a Score FormTo view the scoring form and capture remarks during an evaluation:

1 In the Director Menu, click System Admin > Recording Manager > Recordings > Create > Optional Tab.

The Optional Tab window opens.

2 Select Recording has been Scored to return the files in which an agent was scored on behavior and ability to handle a call.

-OR-



3 In the EnsemblePro Enterprise Monitor, click Monitor Agents > Agent Activity Monitoring > Monitor Selected Agents Calls (top left icon on the Enterprise Monitor desktop).


Chapter 12

Voice Mail

This section provides an overview of the Voice Mail component. It also describes how to set up Voice Mail scripts, how to generate and assign mailboxes, and how to route calls through the Voice Mail system.

In this section:

• "Voice Mail Overview"

• "Voice Mail Features"

• "Voice Mail Tabs"

• "Uploading the Voice Mail Script"

• "Defining a Mailbox Range"

• "System Globals Tab (Voice Mail)"

• "Mailbox Administration Tab (Voice Mail)"

• "Mailbox Properties Tab (Voice Mail)"

• "Notification Options Tab (Voice Mail)"

• "Owner Information Tab (Voice Mail)"

• "Forwarding Options Tab (Voice Mail)"

• "Greetings Tab (Voice Mail)"

• "Group Administration Tab (Voice Mail)"

• "Message Administration"

Voice Mail Overview

Most Voice Mail systems use the basic features of Voice Mail such as create, edit, record, listen to, and delete. The EnsemblePro application includes a Voice Mail system that is tailored to the needs of the modern customer contact center. In addition to the basic features, the EnsemblePro Voice Mail system contains features specifically designed for customer contact centers such as user notification functionality and the ability to route Direct Inward Dial (DID) calls directly to a voice mailbox.

There are three methods of accessing voice mailboxes in the EnsemblePro system:

• by Touch-tone telephone


12–2 | Voice Mail Aspect Software

• by the Unified Message Viewer (UMV) of the EnsemblePro LYRICall Agent interface

• by the EnsemblePro Unified Director interface

The EnsemblePro major feature areas within Voice Mail allow for:

• Voice Mail groups—The ability to create mailbox groups for distribution purposes.

• Comprehensive call data (real-time and historical)—The ability to retrieve current, real-time data, as well as historical data that is based on past performance.

• Voice Mail prioritization—The EnsemblePro system allows you to prioritize messages using an embedded Voice Mail system. This enables a mailbox holder to display or listen to messages based on an established order of priority.

• Integration—The ability to access other voice applications such as auto attendant, conferencing, and EnsemblePro Services such as Inbound, Email, and Chat.

• Forwarding Voice Mail—The ability to forward a Voice Mail to another mailbox, mailbox group, or external Voice Mail systems.

• Notification options—The ability to set rules based on on-demand options and rules-based notification options.

• Call Screening—The ability to screen inbound and outbound calls.

• Internet Voice Mail (IVM) and Voice Profile for Internet Mail (VPIM) —The ability to enforce Voice Mail standards.

Voice Mail Features

The following topics describe the primary features of the EnsemblePro Voice Mail component:

Voice InterfaceThe voice interface enables users of an EnsemblePro system to enter and navigate through Voice Mail by using a telephone, either on site or from a remote location. Through the voice interface, users can listen to messages, as well as forward, compose, and send messages to other users of the EnsemblePro voice mail system. Users can also perform administrative functions, such as changing their PIN or greetings.

Agent InterfaceThe agent interface is a graphical user interface (GUI) that is integrated with EnsemblePro LYRICall Agent, allowing users to access the Voice Mail system through their computers. Through the agent interface, agents can listen to and delete messages from their mailboxes. In addition,


Aspect Software Voice Mail Features | 12–3

agents can view the status of their messages. See the EnsemblePro LYRICall Agent User Guide for more detailed information on the agent desktop.

MailboxThe mailbox is the central core of the Voice Mail system, and all Voice Mail messages (except broadcast messages) belong to a particular mailbox. Mailbox properties, such as status and maximum storage space allowed for messages, are defined for individual mailboxes, as well as for the entire system.

Before a mailbox number can actually be generated, a rmailbox range must be defined. A mailbox range contains a set number of mailboxes that are each assigned a mailbox number. Users of the Voice Mail system identify mailboxes by mailbox number. The maximum number of digits allowed for a mailbox number is nine digits. Detailed instructions on defining a mailbox range are included in "Defining a Mailbox Range".

For internal Voice Mail users, mailboxes are usually generated through EnsemblePro Unified Director when a user or service is created.

A call route source must be defined for each mailbox for calls to be routed to that mailbox. A mailbox might have one of the following route sources:

• User - Calls are routed to the mailbox when the user is unavailable.

• Service - Calls are routed to the mailbox if the service is unavailable, unmanned, or the maximum queue length is reached.

• Direct - Calls are routed directly to the mailbox based on DNIS and resource group.

• IVR Transfer - Calls are routed directly to the mailbox from within an IVR script. Please refer to the topic on the Transfer object within the EnsemblePro (M3) Designer User Guide for detailed information about the transfer of calls from an IVR script into the Voice Mail system.

• None - The mailbox has not been configured yet, or this is a mailbox with no route. Messages can still be sent to and read from “routeless” mailboxes through the voice interface.

MessagesThere are two types of messages in the Voice Mail system:

• Voice Mail Messages—messages left for or sent to a mailbox by a callers.

• Greeting and Name Messages—optional greeting and name recordings for a mailbox that are stored as .wav files and can only be recorded or changed through the Voice Interface.

Voice Mail messages can have one of three possible status values:

• New—not yet listened to.



• Old—previously listened to.

• Deleted—the owner of the mailbox has deleted the message.

New Message NotificationThe Voice Mail system can be configured to notify an individual when a new message arrives. For example, the Voice Mail system could be set up to dial a pager or cell phone automatically. In addition, the Voice Mail system can perform multiple notifications for each message.

An example of this would be that the EnsemblePro system would first call a pager service and send a numeric message, then call the cell phone, and, if the cell phone is answered, connect that person to the Voice Mail system.

Voice Mail Tabs

The Voice Mail component of Director contains a series of windows with specific tabs that are used to select and enter the parameters to set up your Voice Mail system.

In the main Voice Mail window there are three tabs:

• System Globals Tab—The properties grouped within this tab apply to the Voice Mail system as a whole unit and parameters are applied globally. The default window in the Voice Mail component is the System Globals Tab.

• Mailbox Administration Tab—The properties grouped in this tab apply to setting up individual Voice Mail boxes. (This tab is also used to define a mailbox range.)

• Group Administration Tab—The properties in this tab define parameters for setting up group mail boxes.

NOTE • A deleted message is time stamped and marked for deletion when a specified amount of time has elapsed. This time delay is specified in Director when the message is marked for deletion.

• A message can also be deleted through the agent interface.

• A deleted message can be restored. When a message is restored, its status changes to Old.

• When a message is purged, it is immediately and permanently removed from the system.


Aspect Software Uploading the Voice Mail Script | 12–5

Below each tab is a series of buttons that are used to maintain and configure the individual mailboxes you set up, as well as to perform other Voice Mail related tasks. These buttons are related to specific functions and are explained in each of the appropriate Voice Mail tabs. See "System Globals Tab (Voice Mail)", "Mailbox Administration Tab (Voice Mail)", and "Group Administration Tab (Voice Mail)".

Uploading the Voice Mail Script

The first step in setting up the Voice Mail system is to upload the Interactive Voice Response (IVR) script to the IVR server by using the M3 Designer tool. Refer to the EnsemblePro (M3) Designer User Guide for detailed information about using the M3 Designer tool. Call Aspect "Technical Support" if you need help in uploading the voice mail script.

Defining a Mailbox Range

When setting up Voice Mail, the system has predefined a range of mailboxes that are used when generating user mailboxes. If you need an additional mailbox range, you must define it outside of the 9999 mail boxes already defined. For example, you can add an additional 500 mailboxes between the range of 10000 and 10500.

A mailbox range is a group of mailbox numbers that become available when you generate user mailboxes. The range is user-defined and can be defined so that the numbers within the range coincide with the telephone extensions of the users. See "User Admin Overview" for detailed information on setting up Users.

1 In the Director menu, click System Admin > Voice Mail > Mailbox Administration Tab.

2 Click Ranges, located at the bottom of the window.



The Ranges window opens.

The Ranges window displays a list box containing any defined mailbox ranges that already exist. The Description is a user-defined name that identifies the range. Range Start and Range End contain the first and last mailbox numbers for the range, respectively.

3 Click Add located at the bottom of the Ranges window.

The Add Mailbox Range window opens.

4 Enter a Description for the new range.

5 Enter a Range Start. Enter the number that you want to be the initial mailbox in the new range.

NOTE At this time, clicking Generate Mailboxes generates all possible mailboxes for a selected range, completely filling that range. Aspect does not recommend doing this unless it is a small range and you intend to use all of the generated mailboxes.


Aspect Software Defining a Mailbox Range | 12–7

6 Enter an Range End. Enter the number that you want to be the terminal mailbox in the new range.

7 Click Save to complete the definition of the new range.

Generating MailboxesAfter you define a mailbox range, you can generate mailboxes. When you generate a mailbox, an available mailbox number within the defined range appears in the Mailbox ID column of the Mailbox Administration Tab. You can now assign parameters to the new mailbox.

To generate a mailbox:

1 In the Director menu, click System Admin > Voice Mail > Mailbox Administration Tab.

2 Click Ranges, located at the bottom of the window. The Ranges window opens.

3 Select the range for which you want to generate a mailbox.

-Or-

a Click Add to create a new range.b Enter a Description for the new range.c Enter a Start Range.d Enter an End Range.

e Click Save to return to the Ranges window.

4 Click Generate Mailboxes.

5 A prompt appears asking you to confirm this action. Click Yes to continue or No to cancel the action.

6 Click Close when the green bar and Creating Mailboxes - 100% completed message appears at the bottom of the window.

NOTE • Make sure that your new range does not overlap an existing range. If you try to create a range that overlaps an existing range, an error message opens.

• Mailboxes 1 through 10 are occupied by default and used by the Voice Mail system. If your new range contains one of these mailboxes, an error message opens, informing you that these mailboxes are reserved.

NOTE Clicking Generate Mailboxes, at this time, generates all possible mailboxes for a selected range, completely filling that range. Aspect does not recommend doing this unless it is a small range and you intend to use all of the generated mailboxes.



System Globals Tab (Voice Mail)

The properties grouped within the System Globals Tab apply to setting parameters to the Voice Mail component as a whole unit. Message size, how long the message remains in the system without being read, and how long it remains in the system after reading are some of the settings that apply to all voice messages. The following procedures help you define the Voice Mail properties from within the System Globals Tab.

1 In the Director menu, click System Admin > Voice Mail > System Globals.

The System Globals Tab window opens as the default window.

2 Select On to enable Voice Mail.

3 Select a mailbox from the Mailbox Number of Main Menu drop-down list. This mail box will be reserved for DNIS access to reach the voice mail system.

Only mailboxes that have not been assigned to an agent or service appear in the drop-down list. Group mailboxes do not appear in this list. Mailboxes that are generated appear in this list until they are assigned to a user.

The Voice Mail system comes with a standard Main Menu that enables users to call in from a remote location to access their mailboxes. A mailbox must be assigned to the Main Menu for the system to operate properly. The drop-down list contains only mailboxes that have not been assigned to an agent or service.


Aspect Software System Globals Tab (Voice Mail) | 12–9

4 Enter the phone number that users need to dial when accessing the Voice Mail system from a remote location in Main Menu Dial Number. The Main Menu Dial Number is an optional field and used for reference only.

5 Enter a Global Max Message Size (bytes).

The Global Max Message Size is the maximum size permitted (in bytes) per message. The display to the right of the text box (0 secs) translates the number of bytes into the approximate number of seconds. The default setting 41904304 provides approximately 17 minutes per message.

6 Enter the Old Message Life (Days).

This property defines the number of days that an old message (one previously listened to) is permitted to remain in a mailbox. After the allotted period expires, the message is removed from the mailbox, but remains within the Voice Mail system for the amount of time specified in the Message Delete Delay field. A deleted message can be restored during this delay period. The default message life for an old message is 15 days.

7 Enter the New Message Life (Days).

This property defines the number of days that a new message (one not yet listened to) is permitted to remain in a mailbox. After the allotted period expires, the message is removed from the mailbox, but remains within the Voice Mail system for the amount of time specified in the Message Delete Delay field. A deleted message can be restored during this delay period. The default message life for a new message is 30 days.

8 Enter the Mailbox Delete Delay (Days).

When a mailbox is deleted in the Director interface, there is a delay before it is completely purged from the Voice Mail system. This property defines the number of days before the mailbox is completely purged from the system. During this delay period, the mailbox can be restored by the Voice Mail administrator.

9 Enter the Message Delete Delay (Days).

This property defines the number of days before a deleted message is completely purged from the system. During this delay period, the message can be restored by the Voice Mail administrator.

10 Select a Personal Group Range. When personal group mailboxes are created, this property specifies the range from which those Mailbox IDs will be selected.

11 Enter a Notify Retry Count.

Specifies the number of times that the EnsemblePro system attempts to notify someone before a new message is recorded to the mailbox.

NOTE Individual mailboxes can be exempted from the Message Delete feature.



12 Enter the Greeting Message Max Size (bytes).

The Greeting Message Max Size is the maximum size permitted (in bytes) per mailbox greeting. The Voice Mail system records mailbox greetings as .wav files: PCM, 11.025 kHz, 8 bit Mono. At this rate, an approximate calculation would be 10KB per second.

13 Enter the Max Num of Digits per Mailbox ID.

This property defines the maximum number of digits that can be assigned to a mailbox ID. The default value for this property is seven (7), but can be set to any value up to nine (9), which is the maximum number of digits supported by the Voice Mail system.

14 Click MailBox Defaults to set the default operator extension. The Mailbox Properties Tab window opens. (See "Mailbox Defaults" for instructions about creating a new default mailbox or deleting an existing mailbox default.)

15 Select the Use ANI or DNIS Routing? option.

Use ANI Routing to direct inbound calls to a specific Voice Mail box based on the area code of the caller. For example, a customer with a sales region in the Midwest wants all callers from the Midwest directed to a sales group in the Midwest.

Use DNIS Routing to direct inbound calls to a specific Voice Mail box based on the request from a caller for a specific service. For example, if a customer has an 800 number for sales and an 800 number for service, the DNIS can identify which service the call must be routed to and directs it to the correct Voice Mail box.

16 Click Save.

Mailbox DefaultsThis window enables you to set the default for the operator extension. Once an extension is selected, the Voice Mail system uses this default extension to populate the Operator field for all new mailboxes. If you select a default operator extension, but you do not want to use the default for a particular mailbox, you can select the individual mailbox and change the operator extension on the Mailbox Properties window.


Aspect Software System Globals Tab (Voice Mail) | 12–11

1 In the Director menu, click System Admin > Voice Mail > [select mailbox] > Administer. The Mail Box Properties tab window opens.

Refer to "Mailbox Properties Tab (Voice Mail)" for a detailed description of this window.

2 Select an Operator’s Extension using the drop down arrow. -OR-

3 Click the Ellipsis to add, modify, or delete an Operator’s Extension.

The Voice Mail Operators List window opens.



4 Click Add to enter a new extension.

The Voice Mail Operators Editor window opens.

5 Enter a Name.

6 Enter an Extension.

7 Click OK to save and return to the Voice Mail Operators List window.

8 To Delete an extension, select the operator extension in the list and click Delete.

9 Click Close.

Mailbox Administration Tab (Voice Mail)

Use the Mailbox Administration component to select and define properties and parameters for individual mailboxes in the Voice Mail component.

To access the mailbox Administration Tab, click System Admin > Voice Mail > Mailbox Administration Tab.


Aspect Software Mailbox Administration Tab (Voice Mail) | 12–13

The Mailbox Administration Tab window opens. Use the left and bottom scroll bars to move in this window.

The Mailboxes grid list contains the generated mailboxes within the system. Each row represents a mailbox and displays the following information.

Heading Description

Mailbox Displays the mailbox number.

User Id Displays the User ID if the mailbox is assigned to a user.

Service Name Displays the service name if the mailbox is assigned to a service.

Group ID Displays the identification number assigned to the Workgroup.

Total Msgs Displays the total number of messages in the mailbox.

Status Displays whether the mailbox is Active, Inactive-Admin Access Only, or Deleted-Scheduled.

Current Size Displays the total number of bytes for the current messages that are in the mailbox.

Msg Limit Displays the maximum size for the mailbox, which is defined in the Maximum Messages Limit field.



Operator’s Extension Displays the option for transferring to an operator after a caller leaves a message in the Voice Mail box.

Delete Date Displays the date that the mailbox is scheduled to be removed from the system.

Has Name? If a name has been recorded for the mailbox, the check box is selected.

Has Greeting? If a greeting has been recorded for the mailbox, the check box is selected.

Has Temporary? If the mailbox contains a temporary Greeting, this mailbox is selected.

Temp Begin Date Displays the start date for temporary greeting.

Temp End Displays the end date for temporary greeting.

Sampling Rate Displays the sampling rate used, for example, 44KHz.

Bits per Sample Displays the bits per sample used, for example, 8 bits.

File Type Displays the record file type used, for example, .wav.

Record Format Displays the record format used, for example, MULAW. Refer to "Recording Format and Type Definitions" for definitions of record formats and types.

Box Description Displays any text string that describes the box.

NOTE A mailbox that is marked deleted, can be restored by selecting the mailbox in the Mailbox Administration List box and clicking Undelete. Any notifications, owner fields, forwarding, group membership, or greetings associated with that mailbox are removed and must be re-created.

A mailbox that is created as a group mailbox, can be deleted. Once deleted, it cannot be reused as a group mailbox.

Heading Description


Aspect Software Mailbox Administration Tab (Voice Mail) | 12–15

Below the grid list is a series of buttons that used to administer the individual mailboxes, as well as to perform other Voice Mail-related tasks. The buttons and their functions are defined in the following table.

Button Function

New Generates a new mailbox within a selected range.

Administer To administer a mailbox, select a mailbox from the table and click Administer. The Mailbox Creation and Administration window opens. The number of the mailbox that you selected from the table opens in the Mailbox Number field at the top of the window.

Messages Use this button to check for messages in the mailbox, they appear in the grid list. To play a Voice Mail message, you must have a sound card installed in the computer. You also must have an active network connection with access rights to the machine that stores the messages.

Delete To delete a mailbox, select the mailbox from the table and click Delete. Notice that the status of the mailbox changes to Deleted - Scheduled. The mailbox remains in the table until the Mailbox Delete Delay expires. During this time the mailbox can be restored. After the delay period passes, the mailbox is permanently removed during the next run of the Consistency Checker.

UnDelete Use this button to restore a mailbox that has been time-stamped for deletion. Select the deleted message from the table and click UnDelete. The status of the mailbox is returned to Active.

Purge Purging a mailbox removes the selected mailbox completely and immediately, overriding the Mailbox Delete Delay. When a mailbox is purged, it cannot be restored. To purge a mailbox, select the mailbox from the table and click the Purge button.

Ranges If you need to create a new mailbox range, click Ranges to display the Mailbox Ranges Administrator Window.

Refresh Click Refresh to update the information displayed in the Mailboxes table.

Save After you have made changes to the VMA, click Save for those changes to be saved in the Voice Mail system. If you do not save, the changes are erased.

Close Click Close to return to the previous window. or return to the Director menu bar window.



Mailbox Properties Tab (Voice Mail)

There are parameters grouped in the Mailbox Properties tab where you can set default values for all mailboxes. The Mailbox Properties tab consists of five separate tab categories, Mailbox Properties tab, Notification Options tab, Owner Information tab, Forwarding Options Tab, and Greetings tab.

1 In the Director menu, click System Admin > Voice Mail > Mailbox Administration tab > [select a mailbox] > Administer.

The Mailbox Properties tab opens.

2 Click Change PIN to change the Personal Identification Number associated with this mailbox.

The PIN Administration window opens.

3 Enter a New PIN.

4 Confirm the new PIN by reentering it in the ReEnter New PIN field.


Aspect Software Mailbox Properties Tab (Voice Mail) | 12–17

OR

5 Click Clear to remove the data from the fields.

6 Click Save to save your entry and return to the Mailbox Properties Tab.

7 In the Message Expire section of the window are two options that control the message expiration feature for each mailbox. The New Message Life and Old Message Life options for defining the number of days to allow messages to remain in a mailbox are located on the Systems Global tab. For each mailbox, you have a message expiration option.

a Click Yes to allow the Voice Mail system to automatically remove any messages from the mailbox that have exceeded the specified message life.

b Click No to allow the messages to remain in the mailbox until the user or Voice Mail administrator manually removes them.

8 Enter the Max Message Size (bytes): This parameter defines the total mailbox capacity in bytes. The combined size of all messages within the mailbox cannot exceed the value entered here. The default value is 16777216, or approximately 70 minutes.

If a caller leaves a message when the maximum message limit is reached, the caller is permitted to finish recording the message and the next caller is informed that the mailbox is full.

9 Enter the Current Size (bytes): This parameter displays the total number of bytes currently used by the mailbox. This only reflects messages in the mailbox and does not include name or greeting.

10 Enter the Notify Interval: This parameter displays the number of minutes you want to elapse between message notification attempts.

11 Select an Operator’s Extension to play a prompt offering to transfer a caller to an operator after the caller records a message, select an operator’s extension from the drop-down list.

12 Click the Ellipsis to add or delete an operator’s extension.



The Voice Mail Operators List opens.

13 Click Add to add another name and extension to the table. The Voice Mail Operators Editor window opens. Enter the operator name and extension in the appropriate fields. Click OK to save your entry or click Close to cancel the entry and return to the Voice Mail Operators list window.

14 Click Modify after selecting an Operator to modify the entry.

15 Select an operator and click Delete to remove an operator from the table.

16 Click Close.

17 Select a Sort Order from the drop-down list. This setting does not affect the order of messages displayed in the Unified Message Viewer, but only the order that messages are played through the telephone.

a Newest Message First to place the newest message in first position.b Oldest Message First to place the oldest message in first position.c Highest Priority to place the message with the highest priority rating in first position.d Lowest Priority to place the message with the lowest priority rating in first position.

18 Select a Mailbox Status.

a Active to activate this mailbox.b Inactive - Admin Access Only to restrict this mailbox to Administrators only.c Deleted - Scheduled For Deletion. The mailbox remains in the table until the Mailbox

Delete Delay expires.

19 Select a Sampling Rate to display the sampling rate used, for example, 44KHz.

20 Select a Bits Per Sample to displays the bits per sample used, for example, 8 bits.


Aspect Software Notification Options Tab (Voice Mail) | 12–19

21 Select an Encoding Format. (The selections are: MULAW, ALAW, Dialogic ADCPM, G726, PCM, GSM610, G729, IMA ADPCM, MPEG.)


23 Select a File Type. (The selections are: vox, wav, raw, mp3.)

24 Click Save.

Notification Options Tab (Voice Mail)

The Notification Options tab consists of a table with three columns: Notify Option, Dial String, and Dial Code.

1 In the Director menu, click System Admin > Voice Mail > Mailbox Administration > Administer > Notification Options Tab.

The Notification Options window open.

2 Click Add to add a new mailbox notification.



The Add Mailbox Notify Options window opens.

3 Select the Notify Option. Depending upon the option you select, the Dial String or Dial Code is enabled.

• Agent: When you create a new user in Director, if you define that user as an agent in the New user window, the EnsemblePro agent notification option appears in that mailbox drop-down list. Selecting this option notifies that agent, by way of the agent telephony bar, when a message is waiting.

• Beep: Sends a numeric message to a beeper. Enter the beeper number into the Dial String field, and enter the numeric message into the Dial Code field.

• Dial Phone: Dials a telephone number that is entered into the Dial String field. The Dial Code field is disabled with this selection. Upon connection, the person answering the phone is connected to the Voice Mail system and is prompted to enter the PIN.

• InstantMessaging: Use this option to specify that a user must be notified by Instant Messaging when a new Voice Mail message is received.

In addition to the four standard notification options, there are two options that are only available to either an Inbound service or an agent.


Aspect Software Notification Options Tab (Voice Mail) | 12–21

• PBX On: Sends a feature code to an attached PBX whenever a message is left in the mailbox. The code activates the message waiting indicator on the user's telephone. Refer to the PBX documentation to obtain the feature code. In the Dial String field, enter the feature code that activates the message waiting indicator. In the Dial Code field, enter the user's telephone extension.

• PBX Off: Sends a feature code to an attached PBX whenever the last new message in the mailbox is retrieved. The code turns off the message waiting indicator on the user's telephone. Refer to the PBX documentation to obtain the feature code. In the Dial String field, enter the feature code that turns off the message waiting indicator. In the Dial Code field, enter the user's telephone extension.

• SIP: The Session Initiated Protocol option enables an agent to forward or redirect calls to a Voice Mail Group or an individual mailbox either automatically or on-demand.

• Screen: This selection displays a dialog to an agent that provides options to deflect the inbound call to Voice Mail, to answer the call, or screen (listen to) the call as a message is being left with the option to pick up the call.

• Service: When you create a new Inbound service in Director, if you assign a mailbox to the service in the Answer Profiles tab, then the EnsemblePro Service notification option appears in the mailbox drop-down list. Selecting this option notifies every agent (who is currently logged into that Inbound service through the agent telephony bar) when a message is waiting.

4 Enter the Dial String, if needed (maximum of 40 characters with one restriction. Do not use a single quote [ ‘ ] character.) In the Dial String field, enter the feature code that activates the message waiting indicator.

5 Enter the Dial Code, if needed (maximum of 40 characters with one restriction. Do not use a single quote [ ‘ ] character.) In the Dial Code field, enter the user's telephone extension.

6 Click OK to save or click Cancel to disregard the information you entered.



Owner Information Tab (Voice Mail)

Use the Mailbox Description Editor to enter optional user information. This can include information such as the user name, address, or employee number.

To complete the Notify Description Editor section, perform the following steps.

1 In the Director menu, click System Admin > Voice Mail > Mailbox Administration > Administer > Owner Information.

The Mailbox Creation and Administration window opens.

2 Click Add to create a new description.


Aspect Software Owner Information Tab (Voice Mail) | 12–23

The Owner Editor window opens.

3 Select the Description Type (Name, Address, or City, State, Zip) The text box is enabled based on your selection.

4 Enter the information in the Description field. The information is reference information and does not affect the operation of the mailbox.

a Name (maximum of 40 characters with one restriction. Do not use single quote [ ‘ ] character.)

b Address (maximum of 40 characters with one restriction. Do not use single quote [ ‘ ] character.)

c City, State, Zip (maximum of 40 characters with one restriction. Do not use single quote [ ‘ ] character.)

5 Click OK.

6 Click Close to exit the window and return to the Owner Information Tab.



Forwarding Options Tab (Voice Mail)

To complete the Forwarding Options Tab:

1 In the Director menu, click System Admin > Voice Mail > Mailbox Administration > Administer > Forwarding Options Tab.

The Forwarding Options Tab window opens.

Based on the mailbox selection, the Mailbox Number where the message resides is automatically displayed here.

2 Enter the Forward to Mailbox Number if it is a single mailbox you want to receive the message.

3 Enter the Forward to Group name if it is a group mailboxes that you want to receive the message.

4 Enter Forward to Email by entering the email address of the recipient.

5 Enter Forward to Group by entering the name of the workgroup.

6 Select a Status from the drop-down menu.

a Not Forwardedb ForwardToMbox


Aspect Software Greetings Tab (Voice Mail) | 12–25

c ForwardToEmaild ForwardToGroup

7 Enter the Number of Msgs Forwarded. The system generates this value automatically on an existing mailbox. The default value is 0 when creating a new mailbox.

8 Enter a Forward Access Dial Number. The system will dial this access number and play the message once the connection is made.

9 Click Save.

Greetings Tab (Voice Mail)

To complete the Greetings Tab:

1 In the Director menu, click System Admin > Voice Mail > Mailbox Administration > Administer > Greetings Tab.

The Greetings Tab window opens.



The column headings in this tab are:

Heading Description

Description The name assigned to the recorded message.

Type Optional greeting and name recordings that are stored as wave files.

Current This column signifies a current recording is scheduled.

Temp This column is used to specify if a temporary recording is being used. For example, a temporary message is recorded to notify a contact that the company is closed for a specific holiday.

Temp Begin Date This is a start date for the temporary recording.

Temp End Date This is the end date for the temporary recording.

Sampling Rate Displays the sampling rate used, for example, 44KHz.

Bits per Sample Displays the bits per sample used, for example, 8 bits.

Record Format Displays the record format used, for example, MULAW. Refer to "Recording Format and Type Definitions" for definitions of record formats and types.

File Name Displays the identifying name of the file.

File Type Displays the record file type used, for example, .wav.


Aspect Software Group Administration Tab (Voice Mail) | 12–27

2 Select a greeting and then click Play to open the Voice Mail Greeting Player.

3 Click Close after listening to the recording and return to the Greetings Tab.

4 Click Administer to manage the mailbox greeting.

The Greeting Details window opens.

5 Select an option about How should this greeting be used?

6 Select a Temporary Begin Date.

7 Select a Temporary Greeting End Date.


9 Click OK to save or Cancel to disregard these details and return to the Greetings Tab.

10 To delete a greeting, select the greeting and then click Delete.

11 Click Close to return to the Systems Global Tab.

Group Administration Tab (Voice Mail)

Mailbox holders and administrators now have the ability to create Voice Mail Groups. Any number of mailboxes can be included as members of the group. Creation of groups can be accomplished by configuring the data in this window or the over-the-phone interface or by using the Workgroup Service functionality of Director. Voice Mail messages can be created, copied and forwarded to any number of groups.

To access the Group Administration Tab:

1 Click System Admin > Voice Mail > Group Administration Tab.



The Group Administration window opens.

In the Group Administration List, the columns are defined as:

• Group ID—the identification number assigned to the Workgroup.

• Mailbox—the mailbox ID assigned to the group.

• Created by—the name of the user who created the Workgroup.

• Type—the type of workgroup. For example, it might be a group of agents working in sales, or a group of agents working in an administrative capacity.

• Has Name?—indicates the Group Mailbox is set up with a name greeting.

• Description—a brief description of the workgroup. For example, it might describe a particular sales workgroup or the specific role of the administrative workgroup in an organization, such as account receivables in accounting.

Below the grid list is a series of buttons that you use to administer the individual mailboxes, as well as to perform other Voice Mail-related tasks.

To create a new group:

2 Click New.


Aspect Software Group Administration Tab (Voice Mail) | 12–29

The Add a New Group window opens.

3 Select the Type.

a Administrativeb Personalc Serviced Workgroup

4 Select the Mailbox Range. Ranges are created and maintained in the Voice Mail Mailbox Administration tab by clicking the Ranges command.

5 Enter a Group Description. A group description might already exist. If a group description needs modifying, make changes in the Group Description text box in the Manage Group Members window.

6 Click Save.The system automatically assigns the next mailbox number to the Group.

7 Click OK to accept the new number and return to the Group Administration List window. The group you created now appears in the Group Administration list.

To manage a group:

1 Click Administer on the Group Administration tab window.



The Manage Group Members window opens.

2 Select a Group from the list.

3 Make changes to the Group Description, if necessary.

4 Click Save Description to save the new group description.The new description replaces the old description name in the Group Administration tab of the Mailbox Group List window.

5 Select a Mailbox from the Member of this Group? column to add or remove mailboxes to or from the group. This column defines which mailboxes belong to the Group.

6 Click Add Selected Boxes to Group to add mailboxes.The Member of this Group? column entry changes from No to Yes.

7 Click Remove Selected Boxes from Group to remove the mailboxes.The Member of this Group? column entry changes from Yes to No.

8 Click Close to return to the Group Administration window.

To delete a group:

1 Select the group from the Group Administration tab list and click Delete.

Deleting a group causes the associated mailbox to be marked as deleted. Undeleting the associated mailbox does not restore the group. A new group must be created.

Notice that the status of the mailbox changes to Deleted - Scheduled on the Mailbox Administration tab. The mailbox remains in the table until the Mailbox Delete Delay expires. During this time the mailbox can be restored. After the delay period passes, the mailbox is permanently removed during the next run of the Consistency Checker.

2 Click Save.


Aspect Software Message Administration | 12–31

To Refresh a Group list:

1 Click Refresh to update the information displayed in the Group Administration List.

2 If you make changes to this list, click Save for those changes to be saved in the Voice Mail system. If you do not save, the changes are erased.

3 Click Close to return to the previous window or return to the Director menu window.

Message Administration

You can access and administer individual messages within any mailbox. Select the mailbox from the list and click Messages. This launches EnsemblePro agent and connects to the Mailbox Message Management window.

If there are messages in the mailbox, they display in the grid list. To play a message in the Voice Mail Admin, you must have a sound card installed in the computer. You also must have an active network connection with access rights to the machine that stores the messages. If you need more information or instruction, contact Aspect "Technical Support" for additional help.

1 In the Director menu, select System Admin > Voice Mail > Mailbox Administration tab > [select a mailbox] > Messages.

The Message Administration window opens.

2 Select a message from the list, then click one of the following buttons.



• Play—Plays the selected message.

• Advanced—Opens the Advanced Message Information Parameters window that enables you to edit, add, or delete existing parameters.

• Delete—Changes the message status to Deleted. The message remains in this state until the amount of time specified in the Message Delete Delay passes, at which point the message is removed from the EnsemblePro system.

To delete a mailbox, select the mailbox from the table and click Delete. Notice that the status of the mailbox changes to Deleted - Scheduled. The mailbox remains in the table until the Mailbox Delete Delay expires.

During this time the mailbox can be restored. After the delay period passes, the mailbox is permanently removed during the next run of the Consistency Checker.

• Undelete—Restores the deleted message to the mailbox. The status of the message is changed to Old.

Use this button to restore a mailbox that has been time-stamped for deletion. Select the deleted message from the table and click UnDelete. The status of the mailbox is returned to Active.

• Purge—Immediately removes the message from the mailbox after a confirming dialog displays.

Purging a mailbox removes the selected mailbox completely and immediately, overriding the Mailbox Delete Delay. When a mailbox is purged, it cannot be restored. To purge a mailbox, select the mailbox from the table and click the Purge button.

3 Click Close.

NOTE If you purge a message, it is removed from the EnsemblePro system and cannot be restored.


Chapter 13

Numbering Plan

This section describes how to set up and manage the EnsemblePro system use of communication routes.

In this section:

• "Numbering Plan Overview"

• "Routing Access"

• "Inbound Routing"

• "Outbound Routing"

• "External/Filters"

• "Dial Filters"

• "Calling Party Identification"

• "DNIS/DID"

Numbering Plan Overview

The Numbering Plan component enables you to manage the EnsemblePro system use of communication routes. In Numbering Plan, you define valid digits and dial strings for use by the Gateway communications server and assign all valid Dialed Number Identification Service (DNIS) and Direct Inward Dialing (DID), Analog and Broadband Station numbers.

• DNIS is a telephone service that is used to identify what telephone number was dialed by the caller.

• DID is a service that allows numerous individual phone numbers for each person or workstation. All numbers operate from a small block of dedicated telephone numbers. DID allows these multiple lines to be connected to the system at the same time, without requiring each to have a physical line connection.

• Broadband transmissions are divided into a series of cells that are routed across an Asynchronous Transfer Mode (ATM) Network. The small, constant cell size allows ATM equipment to transmit video, audio, and computer data over the same network, and assure that no single type of data controls the line.

• Analog stations are serviced by the Analog Configuration EnsemblePro system by the use of connections through the DCP headset adapter.


13–2 | Numbering Plan Aspect Software

To access the Numbering Plan List window, from the menu bar, click System Admin > Numbering Plan to display the Numbering Plan window.

Use the + or - signs to show or hide the branches within each category. The right view pane displays the branches and their relevant details within each of the Numbering Plan categories. The tree view pane offers access to the six advanced categories of the Numbering Plan, and any other user-defined subcategory.

Categories Description

Routing Access Defines how the Gateway communications server places outbound calls.

Inbound Routing Associates an inbound route with a service or endpoint.

Outbound Routing Associates an outbound service with a routing access.


Aspect Software Routing Access | 13–3

Routing Access

System Admin > Numbering Plan > Routing Access

The Routing Access function defines how the Gateway communications server places outbound calls to external parties (for example, customers, fax machines, pagers, voice mail notifications, and so on), or to internal agents during login.

Outbound calls are internal or external calls. Internal calls are calls made within the EnsemblePro system, for example, an agent calling a director. External calls are calls routed to the Public Switched Telephone Network (PSTN).

The EnsemblePro system provides you with three Default Routing Accesses:

• Login/Default - Defines the routes for the Gateway to connect to the agent during login.

• System Externals - Defines routes for the Gateway to use for placing calls via speed dialing (pre-programmed numbers for reroutes or agent manual dial).

Externals/ Filters Creates speed dial numbers and dial string filters which are used to add or remove digits from outbound calls.

Calling Party Identification Used to control the number shown on the called parties display.

DNIS/ DID Defines ranges for the DNIS (Dialed Number Identification Service) and defines the inbound DID (Direct Inward Dialing).

NOTE • When selecting one of the categories from the tree view pane (Inbound Routing, DNIS/DID, and so on), only the Create button is enabled.

• The Modify and Delete buttons are enabled when a selection is made from the right view pane of the window.

• Only user-defined Routing Accesses can be modified. If a user attempts to modify one of the default Routing Accesses, the system notifies the user that modification is not permitted.

Categories Description



• Voice Mail - Defines routes for the Gateway to use for voice mail notifications to the EnsemblePro users.

Creating a Route Access NameTo create a Route Access Name:

1 In the Director menu, click System Admin > Numbering Plan > Routing Access.

The Numbering Plan list window opens.

2 Click Create to create a new Routing Access Name.

The Create Route Access Name window opens.


4 Click Save to return to the Numbering Plan List. The new name appears in the list.

NOTE The Login/Default option, the System External option, and the Voice Mail option are EnsemblePro system options and cannot be edited or deleted.

NOTE • A route access name can contain the characters A - Z, a - z, 0 - 9, and dashes.

• Symbols, spaces, underscores, and quotes (single and double quotes) are not allowed.

• Once the original route access name is deleted from the system, the same name can be reused.



Create, Modify, or Delete a Route Access Member DefinitionThe Route Access Member Definition window contains all the necessary information for outbound dialing.

1 In the Director menu, click System Admin > Numbering Plan > Routing Access.

2 In the tree view pane, click on the + sign next to Routing Access to expand the sub-categories list for Routing Access.

3 Select the Routing Access option (Login/Default, System Externals, and Voice Mail) in which you want to create a new routing access member.

The Numbering Plan List window opens.

The column headings are Description, Min, Max, Day, From PT (Pattern), To PT (Pattern), Start Time, and End Time. All of the column heading designations are described in the following procedure steps.

4 Click Create.



The Create Route Access Member Definition window opens.

5 Enter a Description of the route access group member definition (maximum of 80 characters). There are no character restrictions.

6 Select the Minimum and Maximum Length of digits the Gateway is expected to dial for the Routing Access member from their respective drop-down lists (for example, 10 min and 11 max would represent local and long distance calls in the U.S.A.)

7 Select the Day from the drop-down list (for example, Monday, Saturday, Every Day, and so on). The days selected will be the days assigned for the operation of this Route Access Member. The default for this option is “Every Day.”

8 Enter the Start Dial Pattern in the text box displayed. Follow the same procedure with the End Dial Pattern. For example, if you entered 400 as the Start Dial Pattern and 499 as the End Dial Pattern, it represents the range of agent telephone extension numbers between 400 and 499.



This means that the numbers 400-499 are the only valid digits for the Gateway an agent can dial during login.

• Start Dial Pattern - The lowest digit or string of digits that the Gateway uses to dial for the Route Access Member.

• End Dial Pattern - The highest digit or string of digits that the Gateway uses to dial for the Route Access Member.

9 Select the hour at which the member is available for dialing out using the Route Access Member (Start Hour) from the drop-down list. Follow the same procedure with the Stop Hour, the hour at which the member is no longer available. For the Start and Stop Hour the default of “0” means “All Day.”

10 Select the minutes of the Start Hour (Start Minute) from the drop-down list. Follow the same procedure with the Stop Minute or the minutes of the Stop Hour.

11 In the Preference Order section, select a Resource Selection Type.

The Preference Order section corresponds to the order in which Resource Groups that are related to the member are processed. In this section, you can select the Resource Selection Type, which could be Terminal or Circular. A Terminal selection assigns calls to the first available Resource Group. A Circular selection assigns Resource Groups on a rotational basis.

12 Select Yes or No to Use Least Cost Routing. This option is based on the Rate ($/min) value that is entered when creating a Resource Group. If Yes is selected and several Resource Groups are associated with this member, the system lists and adds the Resource Groups in order of their cost, from least cost to highest cost. The least expensive Resource Group in the list is called first. If that group is unavailable or already in use, it will roll to the next entry in the list (the next entry in least cost) and so on.

13 Select a Resource Group from the Resource Group list.

In the Resource Group list, there are three columns:

a Resource Group— A collection of phone lines, trunks, or long distance companies that are treated as a single unit and used for inbound or outbound calls. Resource groups are configured on the Gateway server. Refer to the EnsemblePro Gateway Configurator User Guide for detailed instructions on setting up resource groups.

b Dial Filter— A sequence of steps used to build a query for dialing.

c Rate ($/min)—-A value that is automatically populated when the Resource Group is selected.

14 Click Add to add a resource group to the preference order. Click Modify after selecting a resource group in the list to change the resource group and the preference order.



The Create Preference Order window opens.

15 Select a Resource Group to add to the list.The Rate ($/min) field is automatically populated with the rate associated with your selection.

16 Select an existing Dial Filter or click the Ellipsis to open the Create Dial Filter window to change an existing filter or create a new filter. For a detailed explanation about creating and modifying filters, refer to "Filters".

17 Click Save to save new entries and return to the Create Route Access Member Definition window.

18 Click Cancel to disregard entries.

To delete a Resource Group,

1 In the Create Route Access Member Definition window, select the row to delete and click Delete. The system prompts you to confirm the deletion.

2 Click Yes to confirm; click No to disregard.

3 When finished, click Save to return to the Numbering Plan window.

To modify a Routing Access Member Definition,

1 Select the Routing Access Member Definition in the Routing Access Member list you want to modify.

2 Click Modify to display the Modify Route Access Member Definition window.

3 Edit the Route Access Member Definition and click Save to return to the Routing Access Member Definition list window.

To delete a Routing Access Member Definition:

1 Select the Routing Access Member Definition you want to delete from the Routing Access member Definition list.


3 Click Yes to confirm; click No to disregard command.


Aspect Software Inbound Routing | 13–9

Inbound Routing

System Admin > Numbering Plan > Inbound Routing

Inbound Routing enables an EnsemblePro user to define routes used by the Gateway communications server to direct an incoming call. This is done by linking the route type (Inbound, M3, and so on), the DNIS and the Resource Group to a Service, an EnsemblePro User, an External or to Voice Mail.

Create, Modify, and Delete an Inbound Routing 1 In the Director menu, click System Admin > Numbering Plan > Inbound Routing.

The column headings are Resource Group, DNIS, Type, Service, User Id, External, Mailbox and Dialed Number. All of the column heading designations are described in the following procedure steps. By selecting and clicking the column heading in any list box, data is sorted in ascending or descending order.

2 Expand the Inbound Routing category to view the sub-categories.



3 Click a sub-category to display a list of all existing Inbound Routing members. When you select a subcategory, only the members associated to that specific subcategory are listed.Select a sub-category (Service, User, External, or Voice Mail).

4 Click Create to display the Create Inbound Route window.

The Create Inbound Route window contains three tabs: the "General Tab (Inbound Routing)", the "User Reroute Tab (Inbound Routing)", and the "External Reroute Tab (Inbound Routing)".

General Tab (Inbound Routing)The General tab is the default tab for Create Inbound Route window. It encompasses all general information about a routing type and its associated Resource group; that is DNIS Range, the associated service, the User ID (agent number), and the dialed number. It enables you to configure general settings for an inbound route.

Depending on your Inbound Routing sub-category selection (Service, User, External, or Voice Mail), only those fields that apply to your selection are enabled on the General tab.

1 In the Director menu, click System Admin > Numbering Plan > Inbound Routing > [subcategory] > Create > General tab.

NOTE Unlike Routing Access, when creating an Inbound Routing Member you can select the Inbound Routing category and click Create without selecting any of the subcategories listed. The system allocates the new Inbound Routing Member to the correct subcategory.



The Create [subcategory] General tab window opens. Certain fields are enabled depending on the inbound routing selection. Use the scroll bar to access additional fields in the bottom section of the window.

2 Select the Inbound Route Type. The selections are:

a ACD—Automatic Call Distributor b M3—M3 Service scriptsc DID—Direct Inward Dialingd EXT—External Route systeme Voice Mail—Voice Mail Box

3 Select the Resource Group.

Depending on the Inbound Route Type selected, the fields below the DNIS Ranges section will be enabled. For example, if the Inbound Route Type you select is ACD, the fields enabled will



be From, To, Service, and Dialed Number. If the Inbound Route Type selected is Voice Mail, the fields enabled will be From, To, Service, Voice Mail Script, Mail Box Ranges, Mail Box Number, and Dialed Number. For detailed information on using the User Reroute and External Reroute tabs, please refer to the individual tab topics.

4 In the DNIS Ranges list, select a Resource Group. The To and From fields are automatically populated.

5 Select the Language to use for the whisper message.

6 Select the Whisper Message ID. A Whisper Message is played each time an agent receives a call for a service. Whisper messages are another method used to advise the agent of the type of call that is being received. When a call is delivered to an agent, an audio whisper message is played to the agent quickly identifying the purpose of the call before the agent engages the customer.

7 Select an Active pre-defined Attention Retainer from the drop-down list in the Attention Retainers section.

8 Select a Disabled pre-defined Attention Retainer from the drop-down list in the Attention Retainers section.

9 Select a Queue Max Length, the maximum number of calls allowed in queue.

10 Select a Queue Max Time, the maximum amount of time (in seconds) for a contact to remain in queue.

11 Select an Unmanned message to use when a service is Active and there are no agents logged in to receive calls.

12 Enter a Dialed Number, the telephone number that is dialed by the caller.

13 Click Save.



User Reroute Tab (Inbound Routing)The User Reroute tab is enabled when a DID is selected as the Inbound Route Type in the General Tab. DIDs are assigned to individual agents or directors. Call forwarding is an example of a User Reroute. If a user is unavailable (an example is demonstrated by the Not Ready agent status of an EnsemblePro Agent), the information on this tab enables the Gateway to reroute the call as specified by the options on this tab.

One application of inbound routing is to identify calls to agents and administrators at a contact center. The Dial Pattern range for the agents on the floor could be from 200 to 300, while the Dial Pattern range for administrators is from 600 to 700. The use of specific dial patterns identifies the type of EnsemblePro user and routes the call to an agent or an administrator based on the DID number.

Another application is the use of the Floating DID, which is assigned and sent to the logged-in user.

Depending on your sub-category selection (Service, User, External, or Voice Mail) and the Inbound Route Type, only those fields that apply to your selections are enabled on the User Reroute tab.

1 In the Director menu, click System Admin > Numbering Plan > Inbound Routing > [subcategory] > Create > User Reroute tab.



The Create [subcategory] Reroute tab window opens.

2 Select a Reroute Reason to populate certain fields on the right: User ID, Action, Script, and Mail Box. See "Reroute Reasons" for a detailed description of Reroute Reasons.

3 Click Save.

External Reroute Tab (Inbound Routing)The External Reroute tab is available when the Inbound Routing Type is External in the Inbound Route Type of the General Tab. Calls can be routed to an external resource, such as technical support provided to Directors. For example, Contact Center A no longer has a technical support resource, but still receives those type of calls. A reroute entry can direct the EnsemblePro system to send those calls from Contact Center A to Contact Center B, without user interaction.

Routing inbound calls to an external means routing calls to external parties such as Call Forwarding.

The EnsemblePro system will accept an inbound call and direct it to an external number that could be another extension, company headquarters, or any route outside the EnsemblePro system.



Depending on your sub-category selection (Service, User, External, or Voice Mail), only those fields that apply to your selection are enabled on the External Reroute tab.

1 In the Director menu, click System Admin > Numbering Plan > Inbound Routing > [subcategory] > Create > External Reroute tab

The Create [subcategory] Reroute tab window opens.

2 Select a Reroute Reason to populate certain fields on the right: Action, and Service.

3 Enter the External Reroute entry.

4 Click Save.

5 To modify an Inbound Routing member, click on the Inbound Routing category to list all members.

6 Click on the appropriate subcategory in the tree view pane to display either the Services, Users, External, or Voice Mail entries.

7 Select the entry and click Modify to display the Modify Inbound Route Entry window.



8 Make all necessary changes and click Save to save entries and return to the Numbering Plan window.

9 To delete an Inbound Routing member, select the member and click Delete. The system prompts you to confirm the deletion.

10 Click Yes to confirm; click No to disregard.

Inbound Routing ServiceSystem Admin > Numbering Plan > Inbound Routing > Service

Routing incoming calls to an Inbound service requires that the DNIS be associated with the service. If an undefined DNIS is received, the EnsemblePro system executes the Resource Group Undefined Action.

To create a new Inbound Routing to Service:

1 Select the Service option from the tree view pane beneath the Inbound Routing function, and click Create to display the Create Inbound Route Entry window.

2 From the General tab, select the new name of the Inbound Route Type from the drop-down list, and follow the same procedure with the Resource Group as defined in the General Tab section.

3 Click Save to save entries and return to the Numbering Plan window.

Inbound Routing to UserSystem Admin > Numbering Plan > Inbound Routing > User

The inbound routing to the user requires the User ID be associated with a DID. The procedure for creating an Inbound Routing User association is similar to the procedure used to create an Inbound Routing Service association. However, when the Create option is selected, the User Route tab is enabled to allow you to enter User Reroute contingency plans.

To create, modify or delete an Inbound Routing User:

1 Select the User option from the tree view pane, and click Create to display the Create Inbound Route Entry window.



2 Click on the User Reroute tab, which is enabled now.

3 The User ID field is in Read-Only mode and displays the EnsemblePro agent or director login ID.

4 Select the Action from the drop-down list. The rest of the fields are enabled according to the chosen action. Each field has a drop-down list of choices.




Inbound Routing to ExternalSystem Admin > Numbering Plan > Inbound Routing > External

The EnsemblePro system will accept an inbound call and direct it to an external number that could be another extension, company headquarters, or any route outside the EnsemblePro system.

To create, modify or delete an External Route:

1 To enter a new External Route, select the External option from the tree view pane, and click Create to display the Create Inbound Route Entry window.

2 From the General tab, click the Ellipsis to display the External Route - System window.

3 Enter a descriptive name for the route and the number.

4 When the Inbound Route Entry form is displayed for an External association, the External Reroute tab is enabled. Click on the tab to display the fields.



5 The User ID field is in Read-Only mode and displays the EnsemblePro agent or director login ID.

6 Select the Action from the drop-down list. The rest of the fields are enabled according to the chosen action. Each field has a drop-down list of choices.


Inbound Routing to Voice MailSystem Admin > Numbering Plan > Inbound Routing > Voice Mail

Routing calls to voice mail requires assigning a DNIS to the main mailbox. Mailboxes are configured in the VMA (Voice Mail Administrator) window.

To create, modify or delete a Voice Mail Association:

1 To enter a new Voice Mail, select the Inbound Routing > Voice Mail option from the tree view pane, and click Create to display the Create Voice Mail window.

2 The General tab is displayed as a default. The Voice Mail Script, Mail Box Ranges, and Mail Box Numbers fields are enabled.

3 Select the Voice Mail Script from the drop-down list. Follow the same procedure when selecting the Mail Box Ranges and the Mail Box Numbers.


NOTE The EnsemblePro system provides one Voice Mail M3 script. Customers can make their own voice mail script in EnsemblePro M3 Designer application from this copy after the script is uploaded to the M3 server. Refer to the EnsemblePro (M3) Designer User Guide for additional information on voice mail scripts.



Outbound Routing

In Outbound Routing, services are assigned a Routing Access, such as a Login/Default. When an outbound service call is placed, the EnsemblePro system matches the service to a member of that Routing Access. When the Route Access Member is chosen, Gateway uses this route to place the outbound call for the associated service. This function also associates a Route Access with a Workgroup.

Outbound Routing Associated with a ServiceSystem Admin > Numbering Plan > Outbound Routing > Service

Routing an outbound call from a service means assigning a route access member to that service. This enables a route access member assigned to the service to place calls outside the EnsemblePro system. If there is no route access assigned to a service, outbound calls cannot be placed.

To create an Outbound Routing Service Association:


Aspect Software Outbound Routing | 13–21

1 To enter a new service, select the Outbound Routing > Services option from the tree view pane. The right pane displays a list of services already associated to an outbound routing.

2 Select a Service in the list, then click inside the Route Access field to display the down arrow. Click once on the down arrow and select the Route Access from the drop-down list.

3 Click Save.

NOTE The Login/Default option, the System External option, and the Voice Mail option are provided by the EnsemblePro system and cannot be edited or deleted.



Outbound Routing Associated with a WorkgroupSystem Admin > Numbering Plan > Outbound Routing > Workgroups

Routing an outbound call from a service means assigning an outbound route access member to a specific workgroup or to an individual within the workgroup. The workgroup feature is used primarily for reporting purposes and for qualifying calls according to routing criteria.

NOTE If the EnsemblePro user is a member of a specific workgroup, then the user is assigned the route access associated with that group.


Aspect Software Outbound Routing | 13–23

To create an Outbound Routing Workgroup Association:

1 From the tree view pane, select the Workgroup subcategory below Outbound Routing. The right pane displays a list of workgroups already associated to an outbound routing, including the default.

2 Select the row, and then click Modify.

The Modify Workgroups window opens.

3 Select the Route Access from the drop-down list.

4 Click Save to save entries.

NOTE You can only modify the assignment of the route access to a workgroup in the Numbering Plan. You can modify the workgroup or the members of a workgroup from within Director.



External/Filters

System Admin > Numbering Plan > Externals/Filters

The EnsemblePro system provides externals and dial filters to optimize your system. The tree view pane, displays the External subcategories (System, Service, and User) and the Dial Filters option.


Aspect Software External/Filters | 13–25

System ExternalSystem Admin > Numbering Plan > Externals/Filters > External > System

A System External is any predefined number (speed dialing, call forwarding, or call diverter) available for the system to use for outbound dialing. When a System External is needed to place an outbound call, the EnsemblePro system matches the criteria of the System External to one of the Route Access Members defined for System External access.

To create, modify, or delete a System External:

1 From the tree view pane, select the System subcategory. The right pane displays a list of External Routes and number associations.



2 Click Create to display the Create External Route - System window.

3 Enter the Description of the Service Route (maximum of 80 characters).

4 Enter the phone Number to be dialed (maximum of 45 numeric characters with number symbol [#] only allowed).

5 Click Save and return to the Numbering Plan window.

6 To modify a System External, select one of the External Route associations listed on the right pane and click Modify to display the External Route - System window.

7 Make all necessary changes and click Save.

8 To delete an System External, select on the External Route association listed on the right pane and click Delete. The system prompts you to confirm the deletion.

9 Click Yes to delete; click No to disregard.

Service ExternalSystem Admin > Numbering Plan > Externals/Filters > External > Service

A Service External is a predefined number (speed dialing, call forwarding, or call diverter) outside the EnsemblePro system that is associated with a service.

To create, modify, or delete an External Service Route:

1 From the tree view pane, select the Service subcategory. The right pane displays a list of External Routes, Telephone Numbers, and Service associations.


Aspect Software External/Filters | 13–27

2 Click Create to display the External Route - Service window.

3 Enter the Description of the Service Route (maximum of 80 characters).

4 Enter the phone Number to be dialed (maximum of 45 characters with # symbol only allowed).

5 Select the Service from the drop-down list.

6 The Route Access Members section displays the Route Access associated to the service selected in Read-Only mode. The section also displays all members associated with the specific Route Access. From this window you can create, modify and delete Route Access Members. For detailed information about how to create, modify, or delete Route Access Members, please refer to "Create, Modify, or Delete a Route Access Member Definition".

7 Click Save to save new entries and return to the Numbering Plan window.

8 To modify a External Service Route, select one of the Service Route associations listed on the right pane and click Modify to display the External Route - System window.

9 Make all necessary changes and click Save.

10 To delete an External Service Route, select the Service Route association listed on the right pane and click Delete. The system prompts you to confirm the deletion.

11 Click Yes to delete; click No to disregard.



User ExternalSystem Admin > Numbering Plan > Externals/Filters > External > User

This function only allows you to view or delete an external route associated with a specific user.

To delete an External User Route:

1 Select the User Route association listed on the right pane and click Delete. The system prompts you to confirm deletion.

2 Click Yes to delete; click No to disregard the command.


Aspect Software Dial Filters | 13–29

Dial Filters

System Admin > Numbering Plan > Externals/Filters > Dial Filters.

Dial Filters are operating parameters resulting from number manipulations and calculations. A dial filter is used to create a more convenient path to route outbound calls.

A type of Dial Filter could be to add “9” as a prefix to access a telephone line for outbound calls. The Dial Filter can circumvent restrictions in calling certain areas, shorten the number of digits needed to dial out manually, or restrict certain agent stations to local access only. Sometimes, the area code is not needed, so a filter could be created to bypass dialing the area code.



Dial Filters FeaturesSystem Admin > Numbering Plan > Externals/Filters > Dial Filters

The right pane of the window is divided in two sections.

The upper section of the pane opens:

• The name of the filter (Description).

• The Mask or way of grouping the dialed numbers. See "Mask Grouping" for a detailed explanation of this column entry.

• The Minimum number of digits entered in the number (this must be greater than or equal to the number of digits in the mask).

• The Maximum number of digits entered in the number. This must be less than or equal to the number of digits in the mask.

• The Number of command lines in the Dial Filter program.

When you select one of the Dial Filters in the upper section of the pane, the lower section displays the commands for that specific Dial Filter, such as:

• The order of each command line (Line#);

• The Functions, such as if, else, end if, if continued, add copy, copy all;

• The Param Types, such as group, digit, string, line number;

• The Operators or numeric functions, such as =, <>, >, <, >=, <=; and,

• The Terminators, such as then, on, and, and not.

Mask GroupingSystem Admin > Numbering Plan > Externals/Filters > Dial Filters > Mask field

The Mask is a field consisting of letters and numbers used to filter data. The method of organization is called Grouping, which identifies digits or a group of digits within a string. Each digit in the mask or pattern represents actual numbers entered in the Input field.

Grouping patterns can be 1112223333, 1111111111, or any combination of 1s, 2s, 3s and up to the digit 9. The set of 1s refers to a specific group of numbers, as does the set of 2s, and the set of 3s. The number of digits in the Grouping must correspond with the number in the Minimum and Maximum length fields.

A possible grouping pattern is 1112223333 where 111 is the Area Code, 222 is the exchange, and 3333 is the station number (or final extension).


Aspect Software Create, Modify, or Delete Dial Filters | 13–31

A good example of a filter could be assigning the number “9” for dialing out and the number “1” for long distance calls.

The use of grouping in the Dial Filters enables you to design and create any dialing system appropriate to your needs.

Create, Modify, or Delete Dial Filters

System Admin > Numbering Plan > External/Filters > Dial Filters

Refer to "Dial Filters" for a detailed explanation of Dial Filters. To create, modify, or delete a dial filter:

1 Click Create to display the Create Dial Filters window.

2 Enter the name of the Filter (maximum of 80 characters).

3 Select the Minimum Length and the Maximum Length from the drop-down lists.

NOTE The numbers in the mask or grouping pattern are entered without spaces. Spaces are provided in the above example purely for readability.



4 Enter a number for the Grouping (1-9) of the digits (determined by the minimum and maximum length).

5 Enter the number expected to be dialed out in the Input field. The Output field is disabled at this point.

6 Click Add to start a new command line in the Filter Commands section. The first feature is the Line#, the default # is 100 and is automatically given by the system.

7 Click on the Function down arrow to display options. Follow the same procedure when selecting the Param Type (the Param Type lists combination of numbers entered in the grouping field), the Operator, the Param Type1, and the Terminator when applicable. If the Param Type is a Group, the Param (1,2,3, or 4) is selected the same way as the other fields.

8 To delete a Dial Filter command, simply select the row and click Delete in the Create Dial Filters window.

9 To reorganize the rows in the Filter Command section, select the row and click the down arrow to bring the row down or the up arrow to bring the row up.

10 The EnsemblePro system takes the Input number you entered, applies the dial filter commands created, and moves the resulting number to the Output field.

11 Once you have completed entering your filter commands, test the filter using the Test button located at the top right of the Filter window. Testing is crucial, as it enables you to try out all the filter commands and view the output before you save your entries into your system.

NOTE A Dial Filter cannot be deleted if it is connected to another group.


Aspect Software Calling Party Identification | 13–33

12 Click Save to add entries and return to the Numbering Plan window.

Calling Party Identification

System Admin > Numbering Plan > Calling Party Identification

The EnsemblePro system provides this category to define the Calling Party Numbers/Names (cpn) into hierarchy sites starting with: Services, Workgroups, and Users.

Calling Party Identification enables the user to define the number/name that displays on the calling number identification device found in many residences or businesses PBX systems. You may configure a single number and name that is presented on all calls by setting the CPN at the site level.

NOTE Refer to the EnsemblePro Gateway Configurator User Guide for information about setting up and defining Site, Gateway, and Circuits.



The Calling Party Identification Service window opens as the default window in this component.

To modify a Calling Party Number/Name for Services:

1 From the tree view pane, select the Calling Party Identification/Services option. The right pane displays all the Calling Party Numbers/Names categorized by Svc Type.

2 On the right pane select the Calling Party Number/Name you want to modify, then click Modify to display the Calling Party - Setup window.



3 Select the Mode from the drop-down list. Please refer to the table, below, for the types of modes offered by the system.

4 Select whether or not you allow overrides from the drop-down list.

5 Enter the phone number of the calling party in the text-box.

6 Enter the name of the calling party in the text-box.

7 Click Save to accept changes; click Cancel to disregard any changes made to the calling party.

Mode Definition

Allowed Enables the display of our calling Party Number/Name.

Restrict Our Calling Party Number/Name is not to be provided.

Not Available Undefined Calling Party Number/Name.

Forward Original Info Forward cpn and substitute with the original cpn.

Use Upper Level Move up in the hierarchy to determine the cpn.



To modify a Calling Party Number/Name for Workgroups:

1 From the tree view pane, select the Calling Party Identification/Workgroups option. The right pane displays all the Calling Party Numbers/Names categorized by Workgroup.

2 On the right pane select the Workgroup for the Calling Party Number/Name you want to modify, then click Modify to display the Calling Party - Modify Workgroups window.

3 Follow steps #3 through #7 in the previous instruction (To modify a Calling Party Number/Name for Services) to continue modifying Workgroups.



To modify a Calling Party Number/Name for Users:

1 From the tree view pane, select the Calling Party Identification/Workgroups option. The right pane displays all the Calling Party Numbers/Names categorized by Users.

2 On the right pane select the Calling Party Number/Name you want to modify, then click Modify to display the Calling Party - Modify Workgroups window.

3 Enter a new Description.

4 Select a From date.

5 Select a To date.

6 Select Available.

7 Click Save.



DNIS/DID

System Admin > Numbering Plan > DNIS/DID

This category is used to assign a DNIS range to a Resource Group. The DNIS (Dialed Number Identification Service) is used to identify the service or application the caller dialed. The incoming DNIS indicates that the call must be directed to a specific destination (service or agent, and so on). Used in a variety of ways, the DNIS information can route callers to different operators, or route those callers to the same operators, but flash different messages on their screens, so the operators answer the phone differently.

DNIS RangesSystem Admin > Numbering Plan > DNIS/DID

In the EnsemblePro system, the DNIS is associated with a Resource Group. Both the DNIS and the Resource Group make up the key to selecting a service. You cannot assign a service on the DNIS alone. The Resource Group and DNIS make the match and together they are assigned to a specific service.


Aspect Software DNIS/DID | 13–39

DNIS ranges are created, modified, and deleted in the Gateway Configurator application. DNIS ranges can only be viewed in the Numbering Plan component.

For detailed information on DNIS ranges, refer to the EnsemblePro Gateway Configurator User Guide.

Headset Adapters and Analog ChannelsSystem Admin > Numbering Plan > DNIS/DID > Headset Adapters

Headset Adapters and Analog Channels are created, modified, deleted, and assigned in the Gateway Configurator application. This is a read-only screen in the Numbering Plan component.

For detailed information on Headset Adapters and Analog Channels, refer to the EnsemblePro Gateway Configurator User Guide.


Chapter 14

Recording Manager

This section describes how to set up recording facilities in EnsemblePro. It provides a series of tabs that allow you to define and set up separate Landlord and Tenant recording functions.

In this section:

• "Recording Manager Overview"

• "Setting Up Recording Manager"

• "Servers Tab (Recording Manager)"

• "Landlord Tab (Recording Manager)"

• "Stores [Tenant] Tab (Recording Manager)"

• "Tasks Tab (Recording Manager)"

• "Recordings Tab (Recording Manager)"

• "Classes Tab (Recording Manager)"

• "Cache Tab (Recording Manager)"

• "Select an Increment Type. (Selections are days, hours, or minutes)."

Recording Manager Overview

In the Recording Manager component, parameters are configured for both Landlord and Tenant access to the EnsemblePro recording functions. Landlords can access and configure all recording servers and gateways, make modifications as necessary, and manage all recording functions while Tenants can access, make modifications, and manage only those recordings that are applicable to their contact center environment.

NOTE • The Director window that displays on your monitor might be different from the window that is documented in this guide. Your role in the Aspect EnsemblePro environment determines your access and privileges to any of the screens and functionality of the system components.

For example, if you are assigned a Landlord Director role, the Servers, Landlord, and Cache tabs are displayed.

• At least one Landlord role must be assigned to a Single Tenant user of the EnsemblePro system for the ability to access and configure the necessary tabs within the Recording Manager module.


14–2 | Recording Manager Aspect Software

Telephony, Voice, and Chat recordings are configured to record, play, archive, restore, and delete in the Recording Manager. The Recording Manager defines how a Director or Supervisor can save recordings, search for them by certain criteria (for example, status, date, or service), and listen to them at any time.

A Screen Capture recording type allows for recording the agent screen along with the contact data. This function can be initiated on-demand and is available to be configured as part of the Recording Manager playback functionality.

The recording storage location defines the computer and path where voice and screen capture recordings are stored. Typically, the basic storage locations in the system are: Gateway, Primary, Secondary, Offline, and Offsite. You can configure an unlimited number of separate storage locations.

Setting Up Recording ManagerSystem Admin > Recording Manager

The EnsemblePro Unified Director application allows you to configure recording parameters using a series of tabs in the Recording Manager.

• Servers tab: This tab allows a Landlord to set up the servers used to manage and store your recordings. Using this tab, up to 8 recording locations (stores) can be defined. You must be assigned access privileges to view this window.

• Landlord tab: This tab allows a Landlord to identify all of the servers that a Landlord or Super Administrator can access and control. You must be assigned access privileges to view this window.

• Stores or Tenant tab: This tab allows you to identify and assign servers to each Tenant. This ensures that the recording files of each tenant are secure and private.

• Tasks tab: This tab is used to set up the tasks related to moving, copying, and purging recordings. You can configure recordings to move at specified time intervals to a specific storage location.

• Recordings: This tab allows you to define search criteria, such as agent and service data (including disposition plans and codes) to retrieve specific recordings. It also allows you to specify Call Data, specify specific users, and specify certain Voice mail parameters.

• Classes: This tab allows you to define classifications used by agents to classify recordings.

• Cache: This tab allows a Landlord to establish a cache capacity and time-out aging interval for recordings that have been moved or copied to a permanent Store. You must be assigned access privileges to view this window.

• Console: This tab is where you monitor recording stores, servers, tasks, and statistics.


Aspect Software Servers Tab (Recording Manager) | 14–3

Servers Tab (Recording Manager)

In order to create recordings on the EnsemblePro system:

• You must define at least one Gateway server and one recording store on the Gateway Server. In EnsemblePro, the Primary recording storage location must be on the Gateway server.

• You must establish your recording storage locations for the Gateway on the Gateway server.

• Each recording must be targeted to a local device set up on the Gateway.

Refer to the EnsemblePro Gateway Server Installation Guide for information on configuring recording storage machines on the Gateway.

Setting up a Server recording store is mandatory on the Gateway. You can set up to eight (8) stores on your Gateway. It is not a requirement to set up Landlord recording storage machines or stores and Tenant recording machines or stores but you must specify one or the other in order to have a location to accept recordings that must be moved from the Gateway.

Moving RecordingsRecordings must be moved from the Gateway at specific intervals or, if necessary, on-demand to free up space for new recordings. A recording could move from a Gateway recording store to a Landlord recording store without the need for a Tenant store. A recording could also move directly from a Gateway recording store to a Tenant recording store without defining a Landlord recording store.

The "Tasks Tab (Recording Manager)" is used to set up parameters to move recordings from one location to another location. Generally it is accomplished by defining a set time period that encompasses all recordings within that time period and scheduling a convenient time to move those recordings. This frees up space on the various machines and stores to allow for newer recordings. Older recordings might ultimately be stored offline or deleted.

For example, a task is set up to move all recent audio recordings from the Gateway storage machine to a Gateway store (you can specify up to 8 stores) at 3:00 AM each day. From the Gateway store, you can set up a task to move audio recordings from the Gateway store to a Landlord storage machine on Monday, Wednesday, and Friday of each week at 4:00 AM. On Sunday at 8:00 PM, you can schedule a task to move the recordings from the Landlord storage machine to a Tenant store.

NOTE You must be assigned access privileges to view this window.



The following graphic represents a basic recording process using all of the storage machines and stores that are available to you. The process that is used depends upon how you want to manage and maintain your EnsemblePro environment.


Aspect Software Creating, Modifying, and Deleting Server Storage Machines | 14–5

Creating, Modifying, and Deleting Server Storage Machines

To create and maintain server storage machines, you must be assigned as a Landlord type. A Landlord type is first configured in the system when setting up servers using the EnsemblePro Server Configurator application. The Landlord name that is assigned in Server Configurator must be the same name that is assigned to the Landlord user in Director. Refer to the EnsemblePro Gateway Server Installation Guide for information on configuring a Landlord type.

1 In the Director menu, click System Admin > Recording Manager > Servers.

The Servers tab is the default tab that displays each time a Landlord user type opens Recording Manager.

In the Servers tab List, the columns represent basic data storage information such as the Name (Server Name), NT Name (Computer Name), IP Address, and an optional description of the server the system must access. Click on any column heading to change the display to ascending or descending order.



2 Click Create to create a new storage machine. The Create Storage Machine window opens.

3 Enter a descriptive Name for the new audio recording or screen capture storage machine entry (maximum of 30 characters).

4 Select the customer Site name from the drop-down list.

5 Select the Server Name from the drop down list. Servers are configured using the Server Configurator application when installing EnsemblePro. Refer to the EnsemblePro Server Applications and Configuration Guide for more information on setting up EnsemblePro servers.

6 Enter the NT Computer Name. This name entry must match the physical server name (actual Gateway computer name) where the recordings reside.

7 Enter the IP Address (maximum of 15 characters allowed) This entry must contain the IP address of the actual Gateway computer where the recordings reside.

8 Select the Tenant from the drop-down list. If this is a single tenant system, select EPro.

9 Select On Network, if this server is part of a network configuration. This option is related to the "Cache Tab (Recording Manager)".

10 Enter a unique Description for this server. (Optional entry)

11 Click Save to return to the Servers List.

12 Click Refresh to update all of the list information.

13 To modify a server, select the server from the list and click Modify.


Aspect SoftwareCreating, Modifying, and Deleting Servers Recording Stores Window | 14–7

14 To delete a server, select the server from the list and click Delete.

15 Click Save to save the new information or Cancel to disregard the information.

Creating, Modifying, and Deleting Servers Recording Stores Window

System Admin > Recording Manager > Servers > [server name] > Stores

The Recording Store window allows you to configure a recording stores target. Servers Recording Stores reside on the defined audio recording servers and are used to store newly created recordings.

You can configure up to 8 recording store targets per Gateway on this tab.

1 In the Director menu, select an existing server name and click System Admin > Recording Manager > Servers > [select the server] > Stores. The Recording Stores list window opens.

In the Recording Stores List, the columns represent basic recording store information. The columns are the Sequence, Name, Share Name, and Description assigned to the recording store. Click the column heading to sort in ascending or descending order.



2 To add a new store, click Create. The Create Recording Store window opens.

3 Enter a Name (maximum of 30 characters). There are no character restrictions.

The upper right corner of this window will reflect the information you are currently entering to create a server store. This information is visible when you view or modify this server store information once it is saved into the EnsemblePro system.

a The Name you entered automatically populates the Name text box.b The Recording Store Type reflects it as a Server store.

4 Enter the Directory Share Name. This name must match the recordings folder that is shared on the Gateway. This was created when the Gateway was installed. It is typically called “RecStore-D”. (For information about creating directory share names, refer to the EnsemblePro Server Applications Installation and Configuration Guide.)

5 Select a Server Port. The default for this field is 8180. This number is pointing to the Recording Manager web service.

6 Enter a Description. (Optional field).


Aspect SoftwareCreating, Modifying, and Deleting Servers Recording Stores Window | 14–9

7 Select the Min Disk Space (MB). The default for this field is 10. Enter a limit to the number of megabytes to be used. Aspect recommends using the default settings in this field.

8 Enter the Min Disk Space to Resume (MB). The default for this field is 30. Enter the number at which to resume recordings. Aspect recommends using the default settings in this field.

9 Enter the Allowed Capacity (MB). The default for this field is 10000. Reserve a certain amount of space for this storage machine. Aspect recommends using the default settings in this field.

10 Click Save.

11 Restart the Tomcat service in the Gateway server. Refer to the EnsemblePro Gateway Configurator User Guide for detailed information about the Gateway.

12 To validate that the server is connected and to set up a test, refer to the System Configuration: Audio Recording Configuration section of the EnsemblePro Server Applications and Configuration Guide. The RecStore-D is listed under the Primary Recording Storage Area Drive in the Utilization tab of the Gateway Monitor.

Recordings on the Gateway

A storage location called Epro was created on the Gateway Server for all recording files. (Follow the instructions in the EnsemblePro Gateway Configurator User Guide for configuring the Gateway.) The Epro folder is the storage location for all recorded files.



13 Check the RecStore-D directory folder on the Gateway Server for the EPro, META-INF, and WEB-INF folders that are created during the Gateway Server installation.

The EPro folder will contain a Contact folder.

The Contact folder will contain all of the recorded “vox” files.

14 Select the System Admin > Recording Manager > Console tab in Director to ensure the recording store is listed and the status is listed as OK.

15 To change recording store information, select a store from the list and then click Modify.

16 To delete a recording store, select a recording store from the list and then click Delete.


Aspect Software Landlord Tab (Recording Manager) | 14–11

Landlord Tab (Recording Manager)

The Landlord tab allows you to set up and define an unlimited number of storage locations. The recording data is generally moved from the originating server (on the Gateway) to other Landlord defined storage locations. In a company with a large volume of recordings, you must move older recordings from the originating Gateway storage location to make space available for new recordings.

Older recordings can be moved at specified time intervals from the Gateway storage location to a Landlord recording storage location for a specified number of days, then to a Tenant storage machine location or an Offline site for a specified number of days.

The parameters used for moving files from one location to another are set up in the "Tasks Tab (Recording Manager)" and are set up to your specifications.


WARNING If you select Offsite as a destination store, the selected recordings are physically deleted from your EnsemblePro storage location. An Offsite selection assumes that you have made some form of backup or copy of your recordings, (for example, a backup tape) to archive your recordings for a longer period of time.

NOTE Setting up Landlord storage locations is optional. You can set up recordings to be processed directly from the Gateway store target to a Tenant store.



Creating, Modifying, and Deleting a Landlord Storage Machine

1 In the Director menu, click System Admin > Recording Manager > Landlord tab.

The Recording Manager Landlord List tab window opens.

The grid in the Recording Manager Landlord tab contains the storage machine name, NT name, IP address, and a description of the Landlord recording stores. Click on any column heading to change the display to ascending or descending order.


Aspect Software Creating, Modifying, and Deleting a Landlord Storage Machine | 14–13

2 Click Create to add a new Landlord store. The Create Landlord Storage Machine window opens.

3 Enter a Name (maximum of 30 characters). The upper right corner of this window will reflect the name you are currently entering when you view or modify this Landlord store after saving it in the system.

4 Select a Site from the drop down list.

5 Enter the NT Computer Name (maximum of 30 characters). This name must match the actual computer context name where the recordings will reside.

6 Enter the IP Address (maximum of 15 characters) of the NT Computer Name where the recordings will reside.

7 Select a Tenant to assign to this Landlord store.

8 Enter On Network if this store is on the network.

9 Enter a Description. (Optional)

10 Click Save and return to the Landlord tab.

11 Click Refresh to view the new Landlord store in the list.



Creating, Modifying and Deleting a Landlord Recording Stores

System Admin > Recording Manager > Landlord tab > [landlord storage machine] > Stores > Create

Landlord Recording Stores are used by Landlords as primary storage locations for copies of newly created recordings.

1 Select a Landlord storage machine from the Landlord tab list.

2 Click Stores. The Recording Stores List window opens.

3 Click Create. The Create Recording Store window opens.


5 Enter the Directory Share Name (maximum of 30 characters). This name must be an exact match to the recordings folder on the directory. This entry is case sensitive.

6 Enter the Description. (Optional)

7 Select the Recording Store Type.


Aspect Software Stores [Tenant] Tab (Recording Manager) | 14–15

8 Select the Min Disk Space (MB). The default for this field is 10. Enter a limit to the number of megabytes to be used.

9 Enter the Min Disk Space to Resume (MB). The default for this field is 30. Enter the number at which to resume recordings.

10 Enter the Allowed Capacity (MB). The default for this field is 10000. Reserve a specific amount of space for this storage machine.

11 Click Save and return to the Landlord List tab.

12 To change Landlord store information, select a Landlord store from the list and then click Modify.

13 To delete a Landlord store, select a Landlord store from the list and then click Delete.

Stores [Tenant] Tab (Recording Manager)

The Stores tab allows you to set up the storage machines and stores that will store the individual Tenant recording data. Depending on your role in the EnsemblePro environment, this tab could be labeled Stores or Tenant.

1 In the Director Menu, click System Admin > Recording Manager > Stores [Tenant] tab.

NOTE Select the System Admin > Recording Manager > Console tab to ensure the recording store is listed and the status is listed as OK.



The Stores [Tenant} Storage Machine List tab window opens.

The grid in the Stores [Tenant] List tab contains the following information, storage machine name, NT name, IP address, and description. Click on any column heading to change the display to ascending or descending order.


Aspect Software Stores [Tenant] Tab (Recording Manager) | 14–17

2 To add a store, click Create. The Create Storage Machine window opens.

3 Enter a Name (maximum of 30 characters). The upper right corner of this window will reflect the name you are currently entering when you view or modify this Landlord store after saving it in the system.

4 Select a Site.

5 Enter the NT Computer Name (maximum of 30 characters). This name must match the actual computer context name where the recordings will reside.

6 Enter the IP Address (maximum of 15 characters) of the NT Computer Name where the recordings will reside.

7 Select a Tenant to assign to this Tenant storage machine.

8 Enter On Network if this store is on the network.

9 Enter a Description. (Optional)

10 Click Save and return to the Stores [Tenant] tab.

11 Click Refresh to view the new Tenant storage machine in the list.



Creating, Modifying, and Deleting Stores [Tenant] Recording Stores

System Admin > Recording Manager > Stores tab >[stores {tenant} storage machine] > Stores > Create

Stores [Tenant] Recording Stores belong to specific tenants and are used to store their recordings.

1 Select a Tenant Storage Machine from the Stores storage machine list.

2 Click Stores. The Recording Stores List window opens.


Aspect SoftwareCreating, Modifying, and Deleting Stores [Tenant] Recording Stores | 14–19

3 Click Create to add a new Tenant Store. The Create Recording Store window opens.


5 Enter the Directory Share Name. (maximum of 30 characters). This name must be an exact match to the recordings folder on the directory. This entry is case sensitive.

6 Enter the Server Port. The default for this entry is 8180.

7 Enter the Description. (Optional)

8 Select the Min Disk Space (MB). The default for this field is 10. Enter a limit to the number of megabytes to be used.

9 Enter the Min Disk Space to Resume (MB). The default for this field is 30. Enter the number at which to resume recordings.

10 Enter the Allowed Capacity (MB). The default for this field is 10000. Reserve a specific amount of space for this storage machine.



11 Click Save and return to the Stores List tab.

12 To change Tenant Stores information, select a Tenant store from the list and then click Modify.

13 To delete a Tenant store, select a Tenant store from the list and then click Delete.

Tasks Tab (Recording Manager)

The Tasks tab allows you to set up and schedule tasks such as moving, copying, and purging recordings. With the copy function, recorded files can exist in many different locations. Once tasks are set up, the system is able to operate continually without intervention.

1 In the Director Menu, click System Admin > Recording Manager > Tasks tab.

The Tasks tab window opens.

NOTE Select the System Admin > Recording Manager > Console tab to ensure the recording store is listed and the status is listed as OK.


Aspect Software Tasks Tab (Recording Manager) | 14–21

The columns in this list are Name and Description. Click the column headings in the grid to sort the existing Tasks in ascending or descending order by name.

2 To create a new task, click Create. The Task window opens. The Definition tab is the default tab. The Source tab and Destination tab are also part of the Task configuration process.

Tasks Definition Tab (Recording Manager)System Admin > Recording Manager > Tasks tab > Definition tab

In the Tasks Definition tab, you define the parameters for setting up and scheduling specific tasks related to your recordings, such as move, copy, and restore. For example, you if you wanted to move recordings from one server to archive on a different server at a specific time, you enter those parameters on this tab.

3 Enter a Name.




5 Select one of the options defined in the following fields:

Field Options

Task Operation

• Move—Moving the records to another location.

• Copy—Copying the records to another location.

• Purge—Deleting records from the database and deleting the actual recordings.

• Reconcile —Finding incomplete records and files and deleting them from the database.

Recording Type

• Voice Contact (agent, director, or M3 Service contact voice recordings.)

• M3 RecStore (Similar to a system message except the recording is not stored in the database. the recording will have a database entry but will reside on the hard drive.)

• M3 User defined (Specifying the entire UNC path, for example: \\server-name\shared-resource-pathname.)

• Voice Mail

• Screen (Screen captures)

• System (System files such as temporary.wav files.)

Run During Schedule

For examples:

• None

• 24x7

Task Frequency

• Run Every Minute

• Run Every 5 Minutes

• Run Every 15 Minutes

• Run Every Hour

• Run Every Day



6 Select the server in the Run on Server. The servers list you created in the Servers tab is displayed.

7 Click Save.

Task Delay Mode

• Fixed Rate - (If a task is scheduled to run every five minutes and the run time of the previous task was six minutes, the next task interval begins immediately after the previous task is completed.)

• Fixed Delay - (If a task that is scheduled to run every five minutes takes six minutes to complete, there is a pause of five minutes before the system initiates the next task interval.)

Retry when task fails.

• Do Not Retry

• Retry Once

• Retry Continuous

• Retry Every Minute

• Retry Every 5 Minutes

• Retry Every 15 Minutes

• Retry Every Hour

• Retry Every Day

Field Options



Tasks Source Tab (Recording Manager) System Admin > Recording Manager > Tasks tab > Source tab.

In the Source tab, you define the parameters for specifying filters and the source recording store for the task defined on the Definition tab.

1 Click the Source tab. The Source tab window opens.

2 Select a Source Recording Store.

3 Select Leave Copy if Gateway. This option only applies to tasks when the Recording Store is the Gateway. If the Move option is selected, the record on the Gateway is deleted based on the Cache settings and the last access date and time. If it is not selected, the record is deleted from the Gateway.

NOTE Refer to "Cache Tab (Recording Manager)" for detailed information on cache settings.



4 Select a Filter Context to define who can view, use and execute a search using this filter. The options are: All, System, Service, System, and Landlord.

5 Select a Recording Filter to select a filter that is defined in the Recordings tab.

6 To delete a Source Recording Store, click on the entry in the list and click Remove.

7 Click Add to add a source recording store. The Modify Task Recording Store opens.

8 Select a Recording Store from the drop down menu.

9 Click Save.

Tasks Destination Tab (Recording Manager)System Admin > Recording Manager > Tasks tab > Destination tab

In the Destination tab, you define the parameters for copying recordings to a different destination, the ability to write an XML Schema to add custom tags to the database, affix the anti-tamper rule on the recordings so that recordings cannot be edited, convert to a different format, and catalog the recordings.



1 Click the Destination tab. The Destination tab window opens.

2 Select a Destination Recording Stores in the list.

3 Select the options that apply:

a Copy to all destinations: If the database is being copied to each server.b Copy sequential to all destinations: Copy in sequence to the named destinations.c Write XML Schema: (Output recording information to an XML Schema file.)



4 Click Add to add a new recording store to your list. The Add Task Recording Store opens.

5 Select a Recording Store from the drop down menu.

6 Click Save. Return to the Destination tab window.

7 To delete a Destination Source File, select the file from the Destination Recording Stores list and click Remove.

8 Click Save.



Recordings Tab (Recording Manager)

The Recordings tab allows you to set up queries to search for recordings that you might want to playback, to export, or to score. The Recordings tab opens up a series of tabs that allow you to set specific search parameters to narrow your search.

1 In the Director Menu, click System Admin > Recording Manager > Recordings tab. The Recordings window opens.

2 To create recordings, click Create. The Create Recording window opens displaying a series of tabs. The default Search Criteria tab is displayed.

Search Criteria Tab (Recording Manager)This tab allows you to set up filters to search your database to find specific recorded calls. A filter is created and attached to a task that allows you to search and return only those records specified. The parameters set up on this tab apply to server context, date and time range, location, site, and file type.


Aspect Software Recordings Tab (Recording Manager) | 14–29

1 In the Director Menu, click System Admin > Recording Manager > Recordings > Create > Search tab. The Search Criteria tab is the default window that opens in the Recordings tab.

2 Enter a Name. (over 200 characters allowed with no restrictions)

3 Enter a Description. (over 200 characters allowed with no restrictions)

4 Enter the Filter Context. This selection narrows down the number of records searched to a specific area sort. A search of All records or records associated with one of the following: the System, Server, Landlord, Director, User, or Workgroup.

5 Enter a Filter Date Range. Selections are: Today, Yesterday, This Week, Last Week, Year to Date, Past 2 days, Past 14 days, Past 30 days, Past 60 days, and Past 90 days.

-OR-

6 Enter specific Calendar search dates by using the calendar text boxes.

7 Select a Search From Date. Set an exact start date.

8 Select a Search To Date. Set an exact end date.

9 Select a Recording Location. Select the recording types created in the "Landlord Tab (Recording Manager)".

10 Select a Site. Select the site defined in the "Servers Tab (Recording Manager)".



11 In the Number of Recordings, select All, or select Only and enter the Number of recordings you want returned.

12 Select the Recording File Type. Select the type defined in the "Tasks Definition Tab (Recording Manager)".

13 Select a Tenant Context.

14 Click Save.

Optional Tab (Recording Manager)The Optional tab allows you to set up search parameters to retrieve specific recordings from a recording store. For example, you might want to search only through agent recordings, or Director recordings or through both categories for recordings. By specifying a category or categories, it eliminates the need for the system to search through all records and decreases the time it takes to satisfy a query.

1 In the Director Menu, click System Admin > Recording Manager > Recordings > Create > Optional tab. The Optional tab window opens.

NOTE • If Voice Contact is selected, all audio recordings are returned including those with screen captures.

• If Screen is selected, only recordings containing screen captures are returned.



2 Enter an Agent.

3 Select a Service.

4 Select a Disposition Plan to aid in the selection of a disposition code. Disposition codes associated with this plan are displayed in the Disposition Code field. The Disposition Plan selected does not affect the search results.

5 Select a Disposition Code. The search results, along with the other search criteria you select and enter on this tab, are based on the Disposition Code you select in this field.

6 Select a File Size (MBytes).

7 Select a Monitor Class.

8 Select Screen Recording for the ability to return all of the recordings including the screen of an agent. A director can initiate a screen recording on demand or the system automatically capture the screen. The screen recording is then available for playback.

9 Select a Workgroup.

10 Select a Record Mode to designate whether a user can initiate a recording or the system automatically initiates the recording. You can select all of the automatic calls or just those that the user elected to record.

11 Enter a File Name. If you know what the file name is, you can search by file name.

12 Select Recording has been Scored. Return the files in which an agent was scored on behavior and ability to handle a call. You can return a specific filter to return all recordings that were scored, or all of the recordings that have not been scored.

13 Click Save.

More Tab (Recording Manager) The More tab allows you to return all files that have been modified, that have not been modified, or merged records (individual sessions on the same contact call that are merged into one record). It also allows you to specify which catalog to search for these records.



1 In the Director Menu, click System Admin > Recording Manager > Recordings > Create > More tab. The More tab window opens.

2 Select a Tampering criteria. This option allows you to select the original, unedited recording version (Not Tampered With), if a recording has been edited you can return the edited version (Tampered With), or, if you have no preference, you can select the Don’t Care option.

3 Select an Anti-Tampering criteria. The options are Don’t Care, Not Signed, or Signed with the anti-tampering signature.

4 Select a Merged File. The options are Don’t Care, Is Merged, or Not Merged. If a call is transferred, there is separate recording for each transfer point. In the Task tab, you can merge these recordings into one single file while still retaining the recording of the original contact. You can search for either the original recording (Not Merged), the compilation of all recordings (Is Merged) or, if you have no preference, select the Don’t Care option.

5 Select a Catalog name. Search for recordings based on the catalog name assigned to a specific set of recordings.

6 Click Save.



Call Data Tab (Recording Manager)The Call Data tab allows you to set a unique identifier on a per system basis for each contact instance.

1 In the Director Menu, click System Admin > Recording Manager > > Recordings > Create > Call Data tab. The Call Data tab window opens.

2 Enter a Calling Party Name.

3 Enter a Calling Party Number.

4 Enter a Called Party Number.

5 Enter the DNIS.

6 Select the Call Sequence Number. (The unique sequence number associated with each contact instance.)

7 Select the Recording Id. (The unique sequence number associated with each recording.)

8 Enter the Customer Name. (As entered in the customer profile.)

9 Enter Key 1. (Information that is associated with the customer application.)

10 Enter Key 2.

11 Enter Key 3.

12 Click Save.



User 1 to 10 Tab (Recording Manager)The User 1 to 10 tab allows you to assign Call Data Definition User defined data fields to your query. The records returned are those that contain the fields specified in this tab.

1 In the Director Menu, click System Admin > Recording Manager > Recordings > Create > User 1 to 10 tab. The User 1 to 10 tab window opens.

2 Enter up 10 User Defined entries.

3 Click Save.



User 11 to 20 Tab (Recording Manager)The User 11 to 20 tab allows you to assign an additional ten Call Data Definitions.

1 In the Director Menu, click System Admin > Recording Manager > Recordings > Create > User 11 to 20 tab. The User 11 to 20 tab window opens.

2 Enter 10 User Defined entries.

3 Click Save.



Voice Mail Tab (Recording Manager)The Voice Mail tab allows you to search for recordings by mailbox identifier or mailbox group.

1 In the Director Menu, click System Admin > Recording Manager > Recordings > Create > Voice Mail. The Voice Mail tab window opens.

2 Enter the Mailbox.

3 Select Broadcast.

4 Select a Voice Mail Group.

5 Click Save.

Playback, Export, and Score Recordings (Recording Manager)

System Admin > Recording Manager > Recordings tab > Search

Once recordings (both audio and screen captures) are returned using the search criteria set up in the various Search tabs, you can export the recordings from the Gateway server to the Director


Aspect Software Playback, Export, and Score Recordings (Recording Manager) | 14–37

application, playback recordings and view screen captures, and apply scoring grades and comments to the recording.

1 In the Recordings tabs list, select a Recording. Click Search. The Recording List window opens.

2 Select a Recording.

3 Click Export. The Define Export Recording window opens.



4 Select the Download option. This option returns the recordings in the appropriate data type (for examples, .vox or .wav) along with the database information in XML format.

5 Click Export.

6 Select the file to download.(Recordings are submitted in .zip format.) Click Save.

To play a recording:

7 Select the Recording file and click Play. The Playback Recording window opens.


Aspect Software Playback, Export, and Score Recordings (Recording Manager) | 14–39

If the selected file is a screen capture, the internet browser opens with the selected screen capture displayed.

To score a recording:

8 Select a recording. Click Score. The Score Form List window opens.



9 Select a previously entered scoring report to edit or click New Score to create a new scoring report for the recording.

To add comments to a recording:

10 In the Recordings tabs list, select a returned Recording search. Click Comments. The Define Comment window opens.

11 Select a Monitor Classification from the drop-down list.

12 Enter a Comment.

13 Click Save.


Aspect Software Classes Tab (Recording Manager) | 14–41

Classes Tab (Recording Manager)

Recording classes are created to group and classify similar recordings. The Classes tab allows you to set up a number of unique classification categories to apply to a completed recording. Once classified, recordings can be searched by the classification assigned to them. For example, after completing a call with a favorable outcome, you can assign the classification “Sales Confirmation” category to it. You can then conduct a query to return all “Sales Confirmation” calls to determine how many sales were confirmed within a specific timeframe.

Assigning a recording classification is not mandatory. agents and directors have the option of selecting a classification to apply to the recording after completing the call.

1 In the Director Menu, click System Admin > Recording Manager > Classes tab. The Classes List window opens.



2 To add a new class, click Create. The Define Monitor Class window opens.

3 Enter a Description (maximum of 80 characters).

4 Select Supervisor, Agent, Quality Assurance, any combination, or all three selections to allow them to view this classification if it is assigned to a recording.

5 Click Save.

Cache Tab (Recording Manager)

The Cache tab allows you to set parameters to define how long a cached recording remains on the Gateway.

Recordings are cached when an agent or director needs access to recordings that have moved from the Gateway server to another recording store. In order to play back the recording, the recording is moved back to the Gateway as a temporary cached file. Tasks can also be configured to cache recordings on the Gateway.

When a record is retrieved from a recording store, the Gateway labels the file with the retrieval date and time. Each time the record is accessed, the Gateway re-labels the record with the latest access date and time. The system automatically deletes the cached recording from the Gateway based on the defined cache setting from the last accessed date and time.



Aspect Software Cache Tab (Recording Manager) | 14–43

1 In the Director Menu, click System Admin > Recording Manager > Cache tab. The Cache List window opens.

To Modify a Cache setting:

2 Select a Tenant from the list.

3 Click Modify. The Modify Cache Setting window opens.



4 Select an Increment Type. (Selections are days, hours, or minutes).

5 Select an Increment Value.

6 Select Enabled to activate this function.

7 Click Save.

Console Tab (Recording Manager)

The Console Tab allows you to monitor and manage the Recording Manager activities. You can Reset All Counters or Stop and Start a Selected Server.

In the Director Menu, click System Admin > Recording Manager > Console Tab., The Console Tab window opens.


Chapter 15

Table Admin

This section describes how to create call table definitions, import and export call tables, and attach external tables (including SQL tables). It also describes how to create and use filters to prevent certain records from being dialed.

In this section:

• "Table Admin Overview"

• "Assigning Table Definitions"

• "Table Definitions"

• "Tables"

• "Import/Export"

• "External Call Tables"

• "Filters"

• "ANI Import Definitions"

• "Outbound Feed Applications"

• "Dial Orders"

• "Call Data Definitions"

• "Call Data Definition (CDD) Reserved Words"

• "Distributed Lists Import Defs"

• "Distribution Lists"

• "Exclusion Manager"

Table Admin Overview

Call tables store contact information (such as customer names, account identifications, and most importantly, telephone numbers) that the EnsemblePro system needs to run outbound services. A call table is the list of records that is downloaded and sent to the dialer.

In the Director Table Admin module, are the following components:


15–2 | Table Admin Aspect Software

• Table Definitions— enable you to define the layout of your call tables so that the EnsemblePro system can recognize the fields to be imported, including the contents of each field and the location of specific items, such as name, address, or telephone number.

• Tables— provides you with the ability to select a call table and view it before it is used or printed.

• Import/Export—enables you to import or export a call table either by scheduling the process or by requesting a call table on-demand.

• External Call Tables—enables you to import call tables into the EnsemblePro system from an external data source.

• Filters— are created to initially dial or redial a table excluding specific information (or records).

• ANI (Automatic Number Identification) Import Definitions— are lists of abandoned contacts that are extracted from a database and grouped in tables.

• Outbound Feed Applications —enable you to control the numbers called and feed them to the EnsemblePro system, or the CenterCord.

• Dial Orders—enable you to handle multiple telephone numbers per customer record.

• Call Data Definitions—enable you to define custom views of the data for an agent pop-up window when a contact is received. Call data definitions are always associated with specific CDD Reserved Words.

• Call Data Definitions (CDD) Reserved Words—are the labels (markers) that, when selected in the call data definition, are passed to the client application. These labels are the parameters that hold the necessary information for each table that is created.

• Distribution Lists Import Defs—enable you to define the layout of your distribution list so that the EnsemblePro application can recognize the distribution list fields to import.

• Distribution Lists—stores the information that the system needs to run outbound services. This component provides you with the ability to create, modify, or delete a distribution list. You can also select and view a distribution list before using it or printing it.

• Exclusion Manager—enables you to exclude records, at the system level, from being dialed if the record appears in an exclusion list.

Assigning Table Definitions

When creating custom database tables in EnsemblePro, there are rules that must be followed when assigning a name to a table or a column within that table. The rules are as follows:

• Names cannot exceed 20 characters for a single byte character set, 15 characters for a double byte character set, and 10 characters for a triple byte character set.

• Names cannot begin with special characters or numbers.


Aspect Software Assigning Table Definitions | 15–3

• Names can include the characters ‘A’ through ‘Z’, ‘0’ through ‘9’, symbols, and ‘_’ (underscore).

• Names cannot include single ( ‘ ) or double quotes ( “ ).

• Names cannot be used as a field name in the selected table definition.

• ‘idxuc_Record_Num’ cannot be used as a table definition field name or as a table name.

• Names cannot include any of the Structured Query Language (SQL) key words.

SQL Key WordsThe following is a list of SQL key words that cannot be used for table or column names:

A• activation • add • all

• alter • and • any

• arith_overflow • as • asc

• at • authorization • avg

B• begin • between • break

• browse • bulk • by

C• cascade • char_convert • check

• checkpoint • close • clustered

• commit • compute • confirm

• connect • constraint • consumers

• continue • controlrow • convert

• count • create • current

• cursor

D• database • dbcc • deallocate

• declare • default • delete

• desc • disk • distinct



• double • dummy • dump

E• else • end • endtran

• errlvl • errordata • errorexit

• escape • except • exclusive

• exists • exit • external

F• fetch • fillfactor • for

• foreign • from

G• goto • group

H• having • holdlock

I• identity_insert • identity_start • if

• in • index • insert

• intersect • into • is

• isolation

JK• key • kill

L• level • like • lineno

• load

M• max • max_rows_per_page • membership

• min • mirror • mirrorexit



N• national • noholdlock • nonclustered

• not • null • numeric_transaction

O• of • off • offsets

• on • once • online

• only • open • option

• or • order • over

P• partition • passwd • perm

• permanent • plan • precision

• prepare • primary • print

• privileges • processexit • proxy

• public

QR• raiserror • read • readtext

• reconfigure • references • replace

• return • revoke • role

• rollback • rowcount • rows

• rule

S• save • schema • select

• session • set • setuser

• shared • shutdown • some

• statistics • stripe • sum

• syb_identity • syb_restree



T• table • temp • temporary

• textsize • to • tran

• transaction • trigger • truncate

• tsequal • time

U• union • unique • unpartition

• update • use • user

• user_option • using

V• values • varying • view

W• waitfor • where • while

• with • work • writetext

XYZ



Reuse and Deletion of Table NamesEnsemblePro now allows table names to be reused and deleted. Deleted table information is stored in a separate area after a table is deleted from the system. The following outlines situations in which table names can be reused and how to proceed in each situation.

Call Table Status How to Proceed

No call table exists. Use an appropriate table name (if the table with that table name has previously been deleted from the system).

Call table exists, is assigned to a service, and the service is inactive.

Director prompts the user to do the following:

• Stop the table from dialing

• Unassign the table from the service

• Change the name of the existing call table

-OR-

• Choose a different name for the new call table

Call table exists, is assigned to a service, and the service is active.

Director prompts the user to do the following:

• Stop the table from dialing

• Unassign the table from the service

• Change the name of the existing call table

-OR-

• Chose a different name for the new call table

Call table exists, is not assigned to a service, and the service is inactive.

Director asks the user if they want to replace the existing table.

Call table exists, is not assigned to a service, and the service is active.

Assume that the service is unintentionally active.



Table Definitions

The Table Definitions module enables you to define the layout of the tables so that the EnsemblePro system can recognize the imported fields, including the contents of each field and the location of specific items, such as telephone number. To define a table, you must first know the layout of each column within the table, the length of each field, and what each field represents.

In the table below, there are six fields (from left to right: 5 character customer account number, 15 character customer first name, 15 character customer last name, 10 character telephone number, 15 character city, and 6 character time zone).


Aspect Software Table Definitions | 15–9

Create, Modify, or Delete a Table DefinitionBefore creating a table definition, take a moment to analyze the Table Definitions List window. From left to right, the first field displays the ID number of the table, the second shows the name of the definition, and the third field indicates the number of tables to which this definition is currently assigned.

1 In the Director menu, click Table Admin > Table Definition.

The Table Definitions List window opens.

2 To modify a table definition, select it and click Modify.

3 To delete a table definition, select it and click Delete.

When you click Delete, the system prompts you to confirm the command.

NOTE Although call table structures might vary in contact centers that handle multiple clients such as service bureaus, it is possible to have tables created by an internal or external organization that adheres to one standard structure.

For example, the first seven characters are always the customer account number or the next ten characters are always the telephone number. In those instances, you do not need to create more than one standard table definition to apply to future table imports.

WARNING Do not modify the field mapping settings of the table definition if one of its call tables is active. The results are undefined and might cause an error.



4 Click Yes to confirm the command.


6 To create a new table definition, click Create.

The Create Table Definition window opens.

The Create Table Definition window is made up of three tabs: "Import Structure Tab", "Field Mappings Tab (Table Definitions)", and "Time Zone Mapping Tab (Table Definitions)".

The Create Table Definitions list window in the Import Structure tab contains the following columns:

a Field Name—The name you assign to the table field (maximum is 20 characters).b Import Length—The number of characters in the import field. c Data Type—The type of data that will populate this field. (For example: character,

number, string, or currency.)d Field Size—If the data type does not have a fixed field size to import into the

database (in most data type selections, this field is automatically populated), this column reflects the length of the field in the database.



e Nulls—Allows empty records in this field.f Index—A field that is optimized for quick searching or sorting. It enables you to

define a field that is used to apply a filter based on a specific field category. An index field is used for creating custom reports. For example, if “State” is defined as an index field you could search the State index field to return all “Ohio” records.

g Primary Key—Index that ensures the uniqueness of each record within a table. Null values are not permitted. For example, a customer account number would be a unique Primary Key.

7 In the Import Structure tab, enter a Name (maximum of 80 characters).

8 Select the option Exclusion Import Table Def if creating an exclusion import table.

9 At the bottom of the window, the text boxes of Fields (total number of fields created for this table), Import Record Length (a grand total of all field lengths for this table), and Database Record Length (a grand total of all database record lengths for this table) are automatically populated as each Table Definition is created.

10 Move to the section about the"Import Structure Tab".

Import Structure Tab (Table Definitions)1 In the Director menu, click Table Admin > Table Definition.

The Table Definitions List window opens.

2 Click Create at the bottom of the Create Table Definition window when the Import Structure tab is active.

NOTE • A import table definition name can contain the characters A - Z, a - z, 0 - 9, symbols, spaces, and underscores ( _ ).


• Once the original import table definition name is deleted from the system, the same name can be reused.

• Table names cannot be the same as a field name in the selected table definition.

• ‘idxuc_Record_Num’ cannot be used as a table definition field name or as a table name.



The Create Table Definition Field window opens.

3 Complete the information in the Create Table Definition Field window for each new field (table column) that exists in the tables to be imported.

4 In Field Name, enter a name to assign to the first field in the table to be imported, such as "TelephoneNumber" or "CustomerName."

5 Enter the field length in Field Length or use the arrow keys to select a number.

Remember that field length also includes blank spaces and delimiters, such as the forward slash character (/). For example, telephone number = ten characters (three digit area code + seven digit telephone number with no spaces or underscores). A date field is always eight characters in the database, but the field length must be set to ten if there are two delimiters, for example, 06/29/2004.

NOTE • A Field Name can only consist of the characters A - Z, a - z, 0 - 9, and underscore ( _ ).

• Spaces between words are not allowed. For example, instead of writing “Field Name", write "FieldName" for the system to accept the entry. If necessary, use an underscore between words (Field_Name).


• There is a limit of 16 characters for table field names.



6 In the Database section, click the drop-down list to select the Data Type.

Select an option that populates the field with the following data type and format:

• char(): characters only (a-z and A-Z), with a length setting that can be set up to 32768

• datetime: the date and time, with an automatic length setting of 8 (examples are, dd/mm/yyyy and 00:00:00)

• decimal: numbers containing decimals, with an automatic length setting of 17 (examples are, 00.00 and 555.55)

• float: a number that contains a fractional part, with an automatic length setting of 8 (examples are, 1.5, 22.22, 3.25, and 4.1111)

• int: integers or whole numbers only, with an automatic length setting of 4 (examples are, 500, 0, 1, and -125)

• money: currency only, with an automatic length setting of 8 (examples are, 1.00, 2.50, and 100.99)

• nchar(): used to store unicode data in your database tables, with an automatic length setting of 8

• nvarchar(): used to store unicode data in your database tables, which is multilingual data (extended character codes for other languages), with an automatic length setting of 8

NOTE • Always choose the smallest data type you need to hold the data you want to store in that column.

• Do not use the nvarchar or nchar data types unless you need to store 16-bit character (Unicode) data.

• If a column's data does not vary widely in length, consider using a fixed-length char field instead of a varchar as processing is faster with a fixed-length.

• If the text data in a column varies greatly in length, use a varchar data type instead of a char data type to save space and improve processing performance.

• If you have a column that is designed to hold only numbers, use a numeric data type, such as integer, instead of a varchar or char data type. Numeric data types generally require less space to hold the same numeric value as does a character data type.

• If you are using fixed length columns [char or nchar()] in your table, try to avoid storing nulls in them as the entire amount of space dedicated to the column will be used up. For example, if you have a fixed length column of 255 characters, and you place a null in it, then 255 characters have to be stored in the database.This is a lot of wasted space.

• If you really must use nulls, use a variable length column [nvarchar()] instead of a fixed length column [nchar()]. Variable length columns only use a very small amount of space to store a null.



• real: provides 4 bytes of storage for numbers using IEEE floating-point notation. (A floating-point number is a digital representation for a number in a certain subset of the rational numbers, and is often used to approximate an arbitrary real number on a computer.)

• smalldatetime: with an automatic length setting of 4

• smallint: the smallest numeric data type that can be used to store numbers of up to 2 bytes with an automatic length setting of 2

• text: with a length setting that can be set up to 32768

• tinyint: if the only number you are going to be storing in a column are the numbers 1 through 9, the tinyint data type is more appropriate that the int data type, with an automatic length setting of 1

• varchar(): if you are not storing multilingual data, use this datatype as it takes less space than the nvarchar data type, with a length setting that can be set up to 32768

7 In most cases, the Field Size text box is automatically populated except for types Char, Text, and VarChar. If the selected data type does not have a fixed field size to import into the database, make the Field Size the same as the field length.

Although the database field size may be the same as the Import/Export field length, it is also possible that these two lengths are different, for example, in numeric strings. To define a telephone number and always store it exactly as it opens, define it as a character string.

8 Other numeric fields, such as dollar amounts, will not be handled in the same way by the database and in some instances will not allow you to store the character length defined. In these cases, enter a value in Field Size.

9 Select the Yes option to allow Null (empty) records in this field.

For example, in a telephone number field, you cannot allow null values (empty entries). A telephone number must always populate the field.

10 Select the Yes option to Index the field.

Indexed fields access specific information within a record more rapidly. For example, to search all of the records for customers that reside in Georgia, the “State” field (if one exists), would be defined as an index field to search for “Georgia” in each record. Define index fields to create custom reports and to apply a filter based on a specific field. The filtering process is expedited if the fields are indexed.

11 Select the Yes option to select a Primary Key.

It is possible to define up to three fields as the primary key. Primary keys are indexes that ensure the uniqueness of each record within a table. When selecting a primary key, select a

NOTE If you need advice regarding this section and do not have a database administrator or someone who can assist you within your organization, contact the Aspect Help Desk. Refer to Aspect "Technical Support" for information about contacting the Help Desk in your area.



field that contains unique information for each record (for example, telephone number or customer account number).

12 Select the Yes option to Allow Exports. Selecting Yes exports the values of that field from a call table to a Flat file, XML file, Excel spreadsheet, or to ODBC.

13 Click Save.

The following list of table field definitions and data types might be used for typical customer demographics:

Import Multibyte DataMultibyte character sets (MBCS) are an alternative to Unicode for supporting character sets, like Japanese and Chinese, that cannot be represented in a single byte.

To import multibyte data, set the following parameters:

• Define the receiving database to accept multibyte data.

NOTE Null values are not permitted in a primary key field.

Column Name Data Type

First_Name varchar (50)

Last_Name varchar (100)

Title char (2)

Address varchar (100)

City varchar (100)

State/Province char (2)

Postal_code char (10)

Country varchar (50)

Telephone varchar (10)

Birth_Day (mmdd) smalldatetime (4)

Age smallint (2)

Gender nchar (1)



• Set the data type to nchar() or nvarchar() in the Create Table Definition Field window.

Example:

Correct

There is an import source that is defined to have a Name field that is ten characters long. The Name field is double byte Japanese. Define the import to accept nchar() data with a length of ten. After you import the data, all ten Japanese characters are stored correctly.

Incorrect

There is an import source that is defined to have a Name field that is ten characters long. The Name field is double byte Japanese. Define the import to accept char() data with a length of ten. After you import the data, five of the characters have been truncated.

Field Mappings Tab (Table Definitions)

After setting the parameters in the "Import Structure Tab", select the fields that contain telephone numbers, as well as the fields that contain the customer name, and how the customer name appears (as one field containing the full name of the customer or two separate fields containing the first name in one field and the last name in another field).

NOTE To stop multibyte field names from being truncated, set the database field size to match the imported field length and define the type to be nchar().

NOTE The only fields that can be mapped are fields designated with the following data types:

• char()

• varchar()

• nchar()

• nvarchar()



1 In the Create Table Definition window, click the Field Mappings tab.

2 Enter up to six Phone Number fields.

These fields contain the phone numbers that the Gateway server will dial.

3 Assign an Answering Machine Detection (AMD) type in the AMD Type drop-down lists for each corresponding phone number selected. This field is optional. If a selection is not made, a default AMD type will apply to all AMD phone number fields (based on the AMD selection made in the Dial Profile tab of the individual Outbound Services that will be using this table definition.)

The possible AMD Types include:

NOTE You must enter at least one Phone Number field.

You also have the option of assigning up to six Phone Number fields to the table.

• Answering Machine • Connect

• Business • Positive Voice



The following procedures (#4 through #7) are optional. They are not required fields but might provide useful information.

4 Select whether or not the table contains names.

If you want the table to contain names:

a Select whether the first name and last name are two separate fields (First and Last) or both the first and last names are in one field.

b Select First/Full Name to include both the first and last name in one field.

5 Select the Social Security Number from the drop-down list.

6 Select the Account Number from the drop-down list.

7 Select the Time Zone from the drop-down list.

The use or non-use of the Time Zone drop-down list determines whether a Lookup (based on the data in the North American Numbering Plan tables) method or a Call List Field method will be used in the Time Zone Mapping tab.

8 Click Save.

Time Zone Mapping Tab (Table Definitions)In this tab, define whether the tables in the definition you are creating have an existing time zone field (supplied in the call table) or if the EnsemblePro system must perform a time zone lookup based on the data in the North American Numbering Plan tables) fields. The call table supplying the time zones determine how the tables define time zone fields by selecting a time zone and linking it to its equivalent in the table (for example, EAS = Eastern Time Zone, PAC = Pacific, and 100 = Mountain).

1 In the Create Table Definition window, click the Time Zone Mapping tab.

NOTE The system does not allow you to leave the Time Zone Mapping tab empty when Call List Field is selected. If Lookup is selected, then the system allows the Time Zone Mapping tab to be left empty.



2 Select the Lookup or Call List Field option.

Select Lookup if the table does not have a Time Zone field. The EnsemblePro system will look up the time zone using the North American Numbering Plan (NANP) Area Code and Exchange fields.

Select Call List Field if the table has a field that contains time zone data.

3 To create time zone links, click Create.

NOTE Select the Call List Field option to import text files or tables that contain non North American phone numbers.



The Create Time Zone Mapping window opens.

4 The Time Zone field selected in the Field Mappings tab appears in the If while importing a Call Table the Field text box in read-only form.

5 Enter the Value in the contains the Value text box.

This Value represents the time zone (for example, PAC or EAS).

6 Select the corresponding time zone from the assign that record to the Time Zone drop-down list.


-Or-

8 Click Cancel to disregard the entry and return to the Create Table Definitions window.

9 Repeat these steps if there are multiple time zones.

10 To modify a Time Zone Field, select it and click Modify at the bottom of the Time Zone Mapping tab.

11 Make changes and click Save.

12 To delete a Time Zone Field, select it and click Delete.

NOTE If the time zones are supplied by a call list, (if your time zone field has EAS, PAC, MTN and CEN as entries), there is no way the EnsemblePro system will know what EAS, PAC, MTN, and CEN are unless they are linked (mapped) to the time zones.

NOTE For an Outbound Service, assign the time zone group (where you indicated the time zones to be dialed and the times to dial them) and a table definition to an Outbound service. The time zones created in the table definition must exist in the time zone group assigned to the Outbound service or the Gateway server will not dial the records.


Aspect Software Tables | 15–21

Tables

Call tables, as well as ANI tables, can be used in the EnsemblePro system.

• The View feature enables you to select the table and view it before the table is printed.

• The Copy feature enables you to create a duplicate call table or create a subset from a call table based on filter criteria. For example, you can copy all records that have a balance greater than 5000 dollars from the master table.That table can then be copied to form a new table which contains only the records based on the filter criteria used to populate the table.

• The Merge feature enables you to consolidate selected tables into a single table.

• The Attach feature enables you to connect directly to an ODBC compliant database for your import, as opposed to importing from a static ASCII text table.

Manage Call Tables1 In the Director menu, click Table Admin > Tables.

The Table List window opens.

2 Select a table.

3 Click View to see all of the records for the selected table.



The View Table window opens.

4 Enter the range of the records to view in the Display Record-Num and thru Record_Num fields.

5 Click Refresh to update the viewed records with the most recent information, for example when viewing an active table.

6 Click Close when finished to return to the Tables List window.

To modify an existing table:

1 Select the table and click Modify.

NOTE • Exit the table you are currently viewing to access any other part of the system.

• All column widths can be resized individually.

• Click the column heading to sort information in an ascending or descending mode.



The Modify Table List window opens.

2 Double-click in the Table Name column of the table you want to modify.

3 Enter a new Name for the table.

4 Click Save to return to the Tables window.

To delete a table:

1 Select the table and click Delete. The system asks if you are sure that you want to delete the table.

2 Click Yes to delete the table. Once a table is deleted, the table and the information that it contains, no longer exist in the system.

3 Click No to cancel the command and return to the Tables List window.

To copy and rename a table:

1 Select the Table you want to copy. All table data is copied except the fields that are restricted to that specific table (such as the Table Name, Table Def, and Table fields).



2 Click Copy to create a duplicate call table or create a subset from a call table based on filter criteria.

3 Enter a new Table Name.

4 Select a Table Def and Table.

5 Apply a Filter or Edit Filters if necessary.

6 Click Save and return to the Table List window.

7 Click Refresh. The new Table you copied and created now appears in the Table List.

To merge tables:

1 Select the Tables you want to merge from the Table List window.

NOTE When using the copy table function through a filter, a new table is created. The new table will not have any assigned callbacks information associated with it that might have been assigned to the original table.

For example, you can copy all records that have a balance greater than $50,000 from the primary table. The table can then be copied and renamed to form a new table that contains only the records based on the filter criteria used to populate the data. The new table is added to the Table List and can be used in an Outbound service.



2 Click Merge to consolidate the selected tables into one table. The Merge Tables window opens.

3 Add a new Table Name (maximum of 30 characters).

4 Select a Table Def and Application.

5 Select the Tables you want to merge.

6 Edit Filters if necessary.


8 Click Refresh. The Merged Table you created now appears in the list.

NOTE • Merged Table Names can include the characters ‘A’ through ‘Z’, ‘0’ through ‘9’, and underscore ( _ ).

• Spaces are not allowed. An underscore can be used in place of a space.

• Names cannot include symbols or single ( ‘ ) or double quotes ( “ ).

• Once the original Merged Table name is deleted from the system, the same name can be reused for a new merged table.

NOTE • The tables you select to merge must have the same table definition.

• When a user merges tables, a new table name for the combined tables must be created.

• The single new table that is created from the merged tables can then be copied and filtered.



To backup and restore a table:

1 Select the Table you want to Backup from the Table List window.

2 Click Backup to back up the table to an offline site.

3 Click Restore to reinstate the table for Outbound service availability.


Creating an ANI Table

Before an ANI table is generated, an ANI import definition must be created or modified. Refer to "Create ANI Import Definitions" for information on how to create an ANI Import definition. ANI tables can only be generated for a twenty four hour period.

To create an ANI Table:

1 In the Director menu, click Table Admin > Tables > Create ANI Table.

NOTE • When a Table is backed up, the Table data remains in the Table List window. However, the table is not available for an Outbound service.

• The backup table will have the same name as the original table with two (2) underscores “__” preceding the name in the Table List window.

• When the Backup table is Restored, it is available for Outbound services.

• If the Table is deleted from the Table List window, the backup table is also deleted.



The Create ANI Table window opens.

2 Set up the time interval for the table.

a Select the start date and time from the From Date/Time drop-down list or use the arrow keys.

b Select the end date and time from the To Date/Time drop-down list or use the arrow keys.

3 Select an ANI Import Definition or click Edit ANI Import Definitions to create a new definition. See "Create ANI Import Definitions" for instructions about creating a new definition.

All of the services that are associated with the selected ANI import definition are listed in the ANI Import Definition Services Preview field.



4 Select an Application from the drop-down list or click Edit Application to create a new application. See "Create, Modify, or Delete an Application" for instructions about creating a new application.

5 Enter a name for the table in the Table Name text box (maximum of 16 characters).

6 Click Generate.

7 Click Close to return to the Tables List window.

Attaching an External TableTo attach an external call table to the EnsemblePro system, you must first configure the database on which the table resides. You configure the database with the Server Configuration tool. Refer to the EnsemblePro Server Configurator User Guide for detailed information on how to configure the database.

After configuring the database using the EnsemblePro Server Configuration tool, you can attach an external table.

1 In the Director menu, click the Table Admin > Tables. The Tables List window opens.

2 Click Attach.

NOTE • ANI Table Names can contain the characters A - Z, a - z, 0 - 9, and underscores ( _ ).

• Spaces are not allowed in ANI Table names. An underscore can be used in place of a space.


• Once the original ANI Table name is deleted from the system, the same name can be reused for a new ANI Table.



The Attach Table window opens.

3 Select a Table Definition from the drop-down list or click Edit Table Definition to create a new table definition or modify an existing table definition.

The Table Definition drop-down list is populated with all of the table definitions that are currently defined in the system.

4 Select a Datasource from the drop-down list.

The Datasource drop-down list is populated with all of the customer databases that are currently configured in the system.

The Table Name drop-down list is activated after you select a Datasource.

5 Select a Table Name from the drop-down list.

NOTE Do not change the table definition when a service is active or if callbacks are pending on a service. The results are undefined and might cause an error.



The Table Name drop-down list is populated with all of the tables that reside on the selected data source.

6 Click Extract Definition if a table definition has not been created for the selected table. Clicking Extract Definition enables you to create a new table definition for the selected table.

7 Select an Application from the drop-down list or click Edit Application to create a new one.

8 Select Append Records to ensure that any future records that are added to the specified table are also referenced.

9 Click Attach to begin the attach process.

10 Click Cancel to disregard the entries and end the process.

Additional commands:

• Select a table and click Enable to start call table processing.

• Select a table and click Disable to stop call table processing.

• Select a table and click Backup to place call table offline.

• Select a table and click Restore to recall call tables from offline.

Import/Export

In Tables Admin, select Import/Export to automatically launch the Table Import/Export Tool that is used to configure parameters for importing and exporting tables. The Table Import/Export Tool is a browser-based application that enables you to set up EnsemblePro to perform the following tasks:

• Import/export a table on demand.

• Schedule a table import/export.

• Define input/output locations.

• Export a table in XML and Excel formats.

NOTE If a table with the same name as the table selected in the Table Name drop-down list is already attached to the system, the attach process is terminated, and you receive an error message.

NOTE When a table is placed offline, the table data remains in the Table list. However, when creating an Outbound service, the table name is removed from the Outbound Table field drop down list. See "Outbound Tables Tab (Outbound Service)" for additional information.

When the table is Restored, the table name is again displayed in the Outbound Tables list drop down menu.


Aspect Software Import/Export | 15–31

• Import/export a table to a text file or to an external database using ODBC.

• Import files in a batch mode.

• Attach records to a table that is actively dialing (Trickle function).

• Prevent exclusion records from appearing in tables that are importing or exporting.

• Exclude certain table fields from records that are importing or exporting.

Import/Export Queuing GuidelinesEach import and export gets written to a queue process. On-demand imports or exports get higher priority than scheduled imports or exports. In the event an on-demand import or export is started prior to a scheduled task, the on-demand process will complete before the scheduled task begins.

Before you set up your table imports or exports, consider the following details:

• There are two ways to import or export a call table in the Director application.You can import or export a table on-demand, or you can schedule a table import or export.

• If a table is currently being imported or exported, an on-demand import or export cannot begin until the current scheduled import or export process is complete.

• An on-demand import or export takes priority over any scheduled import or export that has not started.

• If an on-demand task is running when a scheduled task is to begin, the scheduled task is delayed until the on-demand process is completed.

• If multiple on-demand tasks are executed, the system processes the tasks according to the order in which the request was received. When one on-demand process completes, the next chronological process begins.

• Tasks scheduled for the same time will be processed according to the order in which they are retrieved from the database.

• Only tables in a fixed width American Standard Code for Information Exchange (ASCII) format can be imported into the EnsemblePro system.

Other types of tables, such as comma delimited tables or Excel tables, must be converted to fixed width ASCII format. Additionally, each row within fixed width ASCII tables must end with a carriage return (ASCII 13) and a line feed character (ASCII 10).

NOTE The server that is running the Import Export Tool must have a system data source name that defines access:

• to the external database for imports and exports.

• to the attached tables to be exported.

• to the location of the Excel spreadsheets to be exported.

Refer to the EnsemblePro Server Configuration User Guide for detailed instruction on how to define a system data source name.



Importing a TableTo import a single table or tables in batch mode:

1 In the Director menu, click the Table Admin > Import/Export > Import/Export Tool > Import.

The Table Import Information window opens by default.

2 Select the Table Definition that corresponds to the table that you want to import from the drop-down list.

3 Select the Application to which the table will belong from the drop-down list.

Applications are the overall categories that are used to group services. Refer to "Applications" for detailed information about applications.

4 Select the Text File or ODBC option to determine if the table will be imported from either a text file or an ODBC source.

The Text File option is the default source when the window opens. If the ODBC option is selected, the parameters that have to be defined for the table import are different.

Import a Table From a Text File

1 Enter the location of the file to be imported in the Text File field.

-OR-

2 Click Browse to locate the text file to be imported.



The Choose file window opens.

3 Select the location of the text file from the Look in drop-down list.

4 Select the text file from a location in the Choose file window.

5 Click Open.

The location of the text file to be imported now appears in the Text File drop-down list.

6 In the Options section, select Header if the file to be imported has a Header.

A Header is the first line of a text file. You do not want to attempt to import Headers as records.

7 Select the Trailer check box if the file to be imported has a Trailer.

A Trailer is the last line of a text file. Do not attempt to import Trailers as records.

8 Select the Override check box to replace an existing table on the system that is not currently assigned to a service.

If the Override check box is not selected and a table already exists on the system with the same table name that was entered in the Table Name text box, a warning displays that tells you to select the Override option to replace the table, change the table name, or cancel the import.

A delay, not to exceed 30 minutes, might occur from the time dialing stops and a table is unassigned from a service.

9 Enter a Table Name (maximum of 16 characters).



If you attempt to import a table when an existing table in the system already has the same table name, the system issues an error message.

Import Files in Batch Mode

To import files in batch mode, follow the steps in the Import a Table From a Text File with the following changes:

1 In the Text File field, select the directory where the text files reside. Do not add any additional text to this directory name.

2 Enter the wildcard symbol (*) in the Table Name field.

All of the text files are imported. Table names default to the beginning of the file name structure. (Example: table1.txt, table2.txt, and table3.txt become table1, table2, and table3) Directories within the specified directory (Text File) are excluded.

Import a Table From ODBC

1 Select the ODBC option.

The Table Import Information window opens.

2 Select one of the ODBC defined data sources from the ODBC drop-down list.

NOTE The Server Configurator must contain an ODBC entry in “Scheduled Import Export” to import from ODBC.



3 Enter an ODBC Table Name (maximum of 16 characters).

4 Select the Override check box to replace an existing table on the system that is not currently assigned to a service.

If the Override check box is not selected and a table already exists on the system with the same table name that was entered in the Table Name text box, a warning opens that tells you to select the Override option to replace the table, change the table name, or cancel the import.

Refer to "Reuse and Deletion of Table Names" for additional information about Table names.

The following information applies to importing tables text files and ODBC sources.

5 Click Preview to view a sample of the first 100 records to be imported. This will also display a summary of how many of those first 100 records are not valid and will fail (example 42/100).

NOTE • A Table Name can contain the characters A - Z, a - z, 0 - 9, and underscores (_).




WARNING If you attempt to import a table when an existing table in the system already has the same table name, the system issues an error message.

NOTE • It is recommended that you Preview table imports prior to importing the tables.

• In Preview mode, if the destination character field is smaller than the data going into that field, the data is truncated. If the data is truncated the text is displayed with a purple color to let the user know that there would be a loss of data as a result of an import using the specified table definition.



The information appears when the table preview is complete.

6 Select the corresponding option to determine whether the table import will be On Demand or Scheduled.

7 If the On Demand option is selected, click OK to import the table.

If the Schedule option is selected, the Schedule Information section of the window opens. You must identify how often you want the export to take place (one time or daily) and the day and time when the export takes place.

8 Select the corresponding option to determine if the table import will occur just One Time or Daily.

9 Enter the Time when the table import will occur in hh:mm format.

NOTE The Preview Screen displays up to the first 100 records of the call table. The digits at the bottom of the preview window, in this case 0/8, indicate the number of skipped records "0" out of an "8" record table. If the table contained more than 100 records, the preview displays the results of a previewing the first 100 records. The digits would represent how many of the first 100 records that will be skipped /100.



10 Enter the Date when the table import will occur in mm/dd/yy format.

11 Click OK.

Exporting a TableTo export a table:

1 In the Director menu, click Table Admin> Import/Export > Export.

The Table Export Information window opens.

2 Select the Table to export from the list box.

3 Select the option that corresponds to the type of Destination (Text File, XML, Excel, or ODBC) file to which you want to export the table.

The Text File option is the default source when the window opens. If the ODBC option is selected, the parameters that have to be defined for the table export are different from the parameters for a Text File, XML, or Excel source.

Export a Table to a Text File, XML File, or an Excel File

1 If you select the Text File option, enter a path that includes the machine name and the file name to create the file to which you want to export in the Text File field.

NOTE Make sure that the selected Table Definition accounts for the extra characters that result from the date field delimiters (For example, the forward slashes in the mm/dd/yy format).

NOTE Any information about the table import that was not entered correctly appears in red at the top of the screen.



An example path could be the following: \\myserver\imports\exports.txt.

2 If you select the Excel option, there must be an existing Excel spreadsheet available at the export location.The spreadsheet can be blank or populated.

3 If you select the XML option:

-OR-

4 Click Browse to locate the destination to which you want to export the file.


5 In the Options section, select the corresponding check box to determine if the table will Include Header Record and Include System Fields.

NOTE Permissions to the created file must allow the Import/Export Server service user to have full access to export functionality and read access to import functionality.

NOTE • When entering an Excel WorkSheet name, use A-Z or a-z characters only. Numbers or special characters will return an error.

• Do not attempt to overwrite an existing Excel file. The file will be appended with the data from the exported file and not overwritten.

• Do not attempt to export to an open Excel file. The export fails and an error message displays a warning that the database engine could not find the object. This message displays if the Excel worksheet is open.

• The Server Configurator must contain an ODBC entry in “Scheduled Import Export” to export to Excel. The Import Export server uses ODBC to populate the Excel spreadsheet when exporting to Excel.

NOTE • When exporting a call table to XML with a date field in mm/dd/yyyy format, the date is exported in Universal format (yyyy/mm/dd).

• Exporting an attached table to XML is not supported in this release.

NOTE • A table name must be sixteen characters or less.

• Do not overwrite any existing files that contain important information.

• Refer to "Use of Special Characters" for detailed information about table naming conventions.

NOTE • Select the Include Header Record check box to include the table field names as the first row in the output file.

• In order for the Record Number to appear in the export, you must select the Include Header Row option.

• If XML is selected, the Include Header Record check box does not appear. Header records are always included if you export to XML.



6 Select Include System Fields to include the system fields in the exported table. System fields are the fields that are added by the EnsemblePro system to the call table to capture the outcomes of the dials on each call record.

System Fields are not part of the Table Definition and are added on to track information about the record, such as phone number dialed, agent name that handled the contact, and the disposition that was selected.

Export a Table to ODBC

1 In the Director menu, click Table Admin > Import/Export > Export.

2 Select the ODBC option on the Table Export Information window.

The Table Export Information window opens.

3 Select one of the ODBC defined data sources from the ODBC drop-down list.

WARNING If you Include System Fields, you will not be able to import this file.

NOTE The Server Configurator must contain an ODBC entry in “Scheduled Import Export” to export to ODBC.



4 Enter a unique Table Name.

The following information applies to exporting tables to both text files and ODBC sources.

5 Select the corresponding option to determine whether the table export will be On Demand or Scheduled.

6 If the On Demand option is selected, click OK to export the table.

If the Schedule option is selected the Schedule Information section of the window opens.

7 Select the corresponding option to determine whether the table export will occur just One Time or Daily.

8 Enter the Time when the table export will occur in hh:mm format.

9 Enter the Date when the table export will occur in mm/dd/yy format.

10 Click OK.

Trickle Call TablesThe Trickle function enables you to add records to a new table or an existing outbound call table at a specified time interval. The interval is set to run every 5 minutes on a daily basis at which time records are flushed from a flat (text) file and appended to the new or existing file. The empty flat file is then replenished with new records and flushed again at the next 5 minute interval, and so on throughout the day. Each interval event adds the newest records to the table. A starting time and date for the process to begin is configured on the Trickle tab and continues until the process is deleted from the Tasks list.

To add records to an existing table:

1 In the Director menu, click Table Admin > Import/Export > Trickle tab.

The Table Trickle Information window opens.

WARNING Do not attempt to export a table with the same name as an existing table. The existing table will be overwritten. A system warning is not issued.

NOTE Make sure that the selected Table Definition accounts for the extra characters that result from the date field delimiters (for example, the forward slashes in the mm/dd/yy format).

NOTE Any information that was not entered correctly appears in red at the top of the screen.



2 Select a Table Definition.

3 Select an Application.

4 Click Browse to locate the destination to which you want to import the file.

5 Select an Option, Header or Trailer.

6 Select whether to append the records to an Existing Table or New Table.

7 Enter the Table Name (maximum of 16 characters). Refer to "Use of Special Characters" for detailed information about table naming conventions.




NOTE Make sure that the selected Table Definition accounts for the extra characters that result from the date field delimiters (for example, the forward slashes in the mm/dd/yy format).

NOTE Do not overwrite any existing files that contain important information.



10 Click OK.

Exclusion ImportsWhen importing an exclusion list, you must create a table definition with the same mappings and field names as the CallTableExclusionList table (without the Record_num field). The following definitions must be set up:


Table Def Id

Field Id

Table Definition

Field Type Value

Import Field Size

-3 1 ExclusionTypeId int NOT NULL

4

-3 2 ExclusionValue nvarchar(120)

NOT NULL

12

-3 3 ApplicationId int NULL 4

-3 4 StartDt datetime NULL 8

-3 5 EndDt datetime NULL 8



To import exclusion records:

1 In the Director menu, click Table Admin > Import/Export > Exclusion Import.

The Exclusion Import Information window opens.

2 Select a Table Definition.

3 Click Browse to locate the destination to which you want to import the file.

4 Select an Option, Header or Trailer.



7 Click OK.

Exclusion ExportsTo export exclusion records or certain system fields:

1 In the Director menu, click Table Admin > Import/Export > Exclusion Export

NOTE • Make sure that the selected Table Definition accounts for the extra characters that result from the date field delimiters (for example, the forward slashes in the mm/dd/yy format).




The Exclusion Export Information window opens.

2 Click Browse to locate the destination to which you want to export the file.

3 Select the Include System Fields to include fields such as call date and time, disposition, and other system related fields.

4 Select the table field Options you want to export: All, Social Security Number, Account Number, or Phone Number.

5 Select the Schedule Type: On Demand or Schedule. Enter the following information if Schedule is selected:

a Enter the Time when the table import will occur in hh:mm format.b Enter the Date when the table import will occur in mm/dd/yy format.

6 Click OK.

View a List of Scheduled Imports/ExportsTo view a list of scheduled imports/exports:

1 In the Director menu, click Table Admin > Import/Export > Tasks.


WARNING Do not attempt to export a table with the same name as an existing table. The system will overwrite the existing table. A system warning is not issued.



The Exports tab opens by default.

2 Select either the Exports or Imports tab at the top of the window to view a list of scheduled table exports or imports.

3 To delete a table from the import or export schedule, select the check box that corresponds to the table.

4 Click Delete. The table is removed from the schedule.

View the Status of Imports/ExportsTo view the status of Imports/Exports:

1 In the Director menu, click Table Admin > Import/Export > Tasks.

2 Click the Status tab.



The Status window opens.

If records in an import or export were skipped, the word “Details” appears in the Select column.

3 Click the word Details to see why the records were skipped.

The Error Details window opens.


Aspect Software External Call Tables | 15–47

The Error Details window lists the line that the skipped record is on, the reason the record was skipped, the action taken by the system, and details that you can use to resolve the problem.

The Error Details window will only list up to 30 records. If the Status tab page indicates that more than 30 records were skipped, the details for all skipped records can be found in: [your designated server path] > importexportservice > importexporterror.log file located on the machine that is running the Import Export Server Service.

External Call Tables

Call tables can be imported into the EnsemblePro system from an external data source but they must be modified to meet the call table requirements in the EnsemblePro system.

External Call Table (ECT) RequirementsThe external call table must meet the following requirements:

• The external call table must reside on a non-EnsemblePro database.

• The non-EnsemblePro database must reside in an external data source.

• The external call table must have at least one field that contains phone numbers.

• The external call table must contain a time zone ID field. If you are appending records to an attached table, you must update the Time Zone Ids for the phone numbers of those records that are appropriate for dialing.

• The external call database fields cannot contain spaces between words.

External Data Source RequirementsEnsemblePro supports the following external data sources:

• Sybase® Adaptive Server Enterprise

• Microsoft® SQL Server



External Call Table Import ProcessThe following figure illustrates the general process used to import an external call table.

Configure an External Data SourceThe process for configuring the external data source depends on the type of external data source you use. Contact Aspect "Technical Support" if you need assistance in configuring the external data source.

Configure MSSQLExternalCallTables.bat on an MS SQL Server1 Create a directory named C:\Temp\DBUpgrade on a MS SQL server machine.

2 Locate the ExtCallTables directory on the machine where the installed database resides (For example: C:\Program Files\Concerto Software\EnsemblePro Database Server\Database Server\ExtCallTables).

3 Copy the following files from the ExtCallTables directory to the C:\Temp\DBUpgrade directory:

4 Run MSSQLExternalCallTables.bat when a command prompt similar to the following command prompt opens:

NOTE The following files must be visible prior to step 3.

• MSSQLExternalCallTables.bat

• MSSQLExternalCallTables.sql

• CcproNANP.dat

• TableDefTZMapBcpIn.bat


Aspect Software External Call Tables | 15–49

C:\Temp\DBUpgrade> MSSQLExternalCallTables.bat <User> <Password> <MSSQLServer> <Database>

This batch file will accomplish the following tasks on the MS SQL Server.

• Create table ccpro_req_fields

• Create table AreaCodeExchangeTimeZone

• Populate table ccpro_req_fields

• Create stored procedure PEXT_CustomizeCallTable

The batch file executes the script that is associated with each .sql file and the script associated with pauses for carriage returns. Contact Aspect "Technical Support" immediately if you notice any errors at the command prompt.

5 Email copies of the log files in the C:\Temp\DBUpgrade\CallTables.log directory to Aspect Technical Support for review:

6 Remove all of the files, except for the log files, from C:\Temp\DBUpgrade.

7 Run TableDefTZMapBcpOut.bat after running MSSQLExternalCallTables.bat.

Configure TableDefTZMapBcpOut.bat on an MS SQL Server1 Create a directory named C:\Temp\DBUpgrade on a SQL Server database machine.

2 Copy the TableDefTZMapBcpOut.bat file to the C:\Temp\DBUpgrade directory:

3 Run TableDefTZMapBcpOut.bat on the Primary database that is Sybase SQL Server:

C:\Temp\DBUpgrade\TableDefTZMapBcpOut<user><password>ccpro_primaryconfig_epro

NOTE Run the batch file only once and report any errors you notice.

NOTE The following files must be visible prior to step 3.

• MSSQLExternalCallTables.bat

• MSSQLExternalCallTables.sql

• CcproNANP.dat

• TableDefTZMapBcpIn.bat



This will create TableDefTZMap.dat file.

4 Copy TableDefTZMap.dat to the MS SQL Server, which is C:\Temp\DBUpgrade.

5 Execute TableDefTZMapBcpIn.bat (on the MS SQL Server):

C:\Temp\DBUpgrade\TableDefTZMapBcpIn<user><password><MS SQL Server Name><Customer Database name>

This will populate Table DefTZMap.dat file with data.

Configure TableDefTZMapBcpIn.bat on an MS SQL ServerRun TableDefTZMapBcIn.bat on a MS SQL Server when a command prompt similar to the following command prompt opens:

C:\Temp\DBUpgrade\TableDefTZMapBcpIn <user> <password> <MS SQL Server> <customer database>

Configure Sybase Adaptive Server Enterprise1 Execute SybaseExternalCallTables.bat in the Sybase SQL Server.

This batch file creates all of the components in the external data source that are required by the EnsemblePro system to execute the external call tables. It creates the tables, data, and procedures needed for the external call table.

2 Execute TableDefTZMapBcpOut.bat.

3 Copy TableDefTZMap.dat to the Sybase SQL Server.

4 Execute TableDefTZMapBcpIn.bat.

Filters

Filters are created to dial or redial a table while excluding specific records. For example, you may want to redial a table excluding the records that have already been dispositioned as sales. These

NOTE You must see a file named TableDefTZMap.dat prior to step 4.


Aspect Software Filters | 15–51

files must not be retrieved. You can also create a filter that excludes a specific value. For example, "call everyone NOT named Smith" can be expressed as "CustName != Smith".

The Filters window displays all existing filters and the number of tables to which filters are currently assigned.

Create, Modify, or Delete a Filter1 In the Director menu, click Table Admin > Filters.

The Filters window opens.

2 To create a new filter, click Create.



The Create Filter window opens.

3 Enter the Filter Name (maximum of 80 characters).

4 Select the Table Definition from the drop-down list.

Based on the chosen table definition, a list of imported tables matching that definition appears in the Table drop-down list.

NOTE • A Filter name can contain the characters A - Z, a - z, 0 - 9, and underscores( _ ).


• Once the original Filter name is deleted from the system, the same name can be reused.

NOTE A basic understanding of SQL is recommended when creating filters.



5 Select a table to assign to the filter from the Table drop-down list.

6 Select a range of record numbers (Starting Rec and Ending Rec) to which this filter will be applied.

7 Enter Filter and Fields Criteria.

Filtering can be based on several different scenarios. The following sections (“And” and “Or”, Field, Criteria, Sort Criteria, and Count) provide you with descriptions and instructions about how to apply filters.

“And” and “Or”When creating a filter that consists of multiple criteria (for example, call everyone but people with the last name of Smith, Jones, AND Brown), you will enter each of these properties in the criteria fields going across the filter window. (Notice the AND above each column division.) When creating a filter that consists of a set of multiple criteria, (including an AND statement), or a second set of criteria, you will complete the first criteria row across, as well as the subsequent set of criteria (the OR condition) in the rows.

FieldThe Field section within the filter window displays a list of default items and all the fields defined in the Table Definition module. An example of a default item is “Displ_c”, which represents a disposition assigned to the record after it was dialed. The Field drop-down lists allow you to zero in on the location of the data you want to filter. For example, “Displ_c=SALE” would filter records where the Disp_1 column is populated by a SALE disposition.

NOTE You can also assign a filter to a table when you assign tables to services.



CriteriaThe Criteria section enables you to define the comparison that must be made when filtering data. For example, “Disp_1=SALE” represents that the “Disp1_c” column must EQUAL the disposition SALE.

Operator Categories

Join Operators

NOTE You cannot use equality to filter for a date. Doing so will cause storage and display discrepancies with the date field. For example, you cannot filter using Date=5/6/2003 as the criteria.

Operator Meaning

+ Addition

- Subtraction

x Multiplication

/ Division

% Modulus

Operator Meaning

= Equal to

> Greater than

>= Greater than or equal to

< Less than

<= Less than or equal to

!= Not equal to

!> Less than or equal to

!< Greater than or equal to



Comparison Operators

Nonstandard Operators

Operator Meaning

+ Equal to

> Greater than

< Less than

>= Greater than or equal to

<= Less than or equal to

<> Not equal to

!= Not equal to (Transact-SQL extension)

!> Not greater than (Transact-SQL extension)

!< Not less than (Transact-SQL extension)

Operator Meaning

% Modulus

!>,!<,!= Negative comparison

*=,=* Join comparison



Miscellaneous Operators

Sort Criteria in FiltersWhen creating a filter consisting of multiple criteria, the New Filter window has an option to sort the criteria in two directions, ascending or descending.

1 In the Director menu, click Table Admin > Filters > Create.

2 Select the criteria to sort the filter by from the Sort By drop-down list.

3 Select the direction for sorting the filter criteria from the Direction drop-down list.

CountAfter defining the filter properties, click Count. The total number of records that will be dialed after the filter is applied opens.

To modify or delete a filter:

1 To modify a filter, select the filter.

2 Click Modify. The Modify Filter window opens.

3 Click Save after modifying the criteria.

4 To delete a filter, select the filter.

Operator

AND

OR

IN

NOT IN


Aspect Software ANI Import Definitions | 15–57




8 You can duplicate an existing filter by selecting it and clicking Copy. All of the data is copied except the fields that are restricted to that specific filter.

9 Click Preview to review the filtered data.

10 Click SQL to view a script of the filter being applied. This view enables advanced administrators to verify that they are selecting the right set of records to dial. The script cannot be edited in this view.

ANI Import Definitions

Automatic Number Identification (ANI) tables are lists of abandoned calls extracted from a database. Before an ANI table is generated, an ANI import definition must be created or modified.

Create ANI Import DefinitionsTo create a new ANI Table:

1 In the Director menu, click the Table Admin > Tables > ANI Import Definitions.

The ANI Import Definitions List window opens.



2 Click Create.

The Create ANI Import Definition window opens.

3 Enter the Name of the new ANI import definition (maximum of 16 characters).

4 Select the service, then click the arrow pointing right to move the service from the Available Services list to the Selected Services list.

5 To move all of the services at once, click the double arrows pointing right.

6 To remove a service, select the service from the Selected Services list.

7 Click the arrow pointing to the left to move the service back to the Available Services list.

NOTE • An ANI Import Definition Name can contain the characters A - Z, a - z, 0 - 9, symbols, spaces, and underscores ( _ ).


• Once the original ANI Import Definition name is deleted from the system, the same name can be reused.


Aspect Software Outbound Feed Applications | 15–59

8 Click the double arrow pointing left to move all of the services back to the Available Services list.

9 Click Save to save the entry.


11 To modify an ANI table definition, select the definition in the ANI Import Definitions list window and click Modify to display the Modify ANI Import Definition window.

12 Make changes and click Save to save the entry.

13 Click Cancel to disregard the changes and exit the window.

14 To delete an ANI table definition, select it and click Delete. The system will prompt you to confirm the command.

15 Click Yes to accept the command.


Outbound Feed Applications

Outbound Feed Applications enables you to control the numbers that are called. Outbound Feed then sends the numbers to the EnsemblePro system.

The client uses the Outbound Feed API to develop an Outbound Feed application. This application usually gathers the client business rules for telephone numbers to dial and delivers those numbers to the EnsemblePro system via the Outbound Feed API.



Create, Modify, or Delete an Outbound Feed Application1 In the Director menu, click the Table Admin > Outbound Feed Applications.

The Outbound Feed Applications List window opens.


Aspect Software Outbound Feed Applications | 15–61

2 Click Create to create a new Outbound Feed application.

The Create Outbound Feed Application window opens.

3 Enter the name of the new Outbound Feed application in the Outbound Feed Application Name field.

4 Enter the password you want to assign to the application in the Password field.

5 Enter the password again in the Verify Password field.

6 Select the service that you want to add to the Outbound Feed application from the Services list box.

7 Click the right arrow to move the service from the Services list to the Selected Services list.

NOTE The name of the Outbound Feed application must be entered in English.

NOTE The password of the Outbound Feed application must be entered in English.



8 To move all of the services to the Selected Services list box, click the double arrows pointing right.

9 To remove a service from the Selected Services list, click the arrow pointing to the left.

10 Click the double arrows pointing left to move all of the services back to the Services list.

11 Click Save to save the changes.

12 To modify an Outbound Feed Application, select the application in the Outbound Feed Application Lists window.

13 Click Modify to display the Create/Modify Outbound Feed Applications window.

14 Make changes.

15 Click Save to save the entries.

16 To delete an Outbound Feed Application, select the application on the Outbound Feed Applications List window.



Dial Orders

Dial orders allow you to use multiple telephone numbers per customer record by setting the dial order at the time zone level. The system allows up to six telephone numbers per customer. After the dial orders are created, they are linked to a time zone group and associated with a specific table.

Create, Modify, or Delete Dial Orders1 In the Director menu, click the Table Admin > Dial Orders.


Aspect Software Dial Orders | 15–63

The Dial Order List window opens.

2 Click Create to create a new dial order.

The Create Dial Order window opens.




The system provides six generic phone fields in the Available Phone Fields list box. Each generic phone field represents a specific phone number that is used to dial the customer.

For example:

4 To set up the order of the telephone numbers, select one of the available phone fields displayed in the Available Phone Fields list.

5 Click the right arrow to move your selection to the Dial Order Sequence list.

6 To move more than one phone field from the Available Phone Fields list box to the Dial Order Sequence list box at one time, hold down the Control (Ctrl) key on your computer keyboard while you select the phone fields.

7 Click the right arrow to move your selections to the Dial Order Sequence list.

8 Click the left arrow to return the selected phone field back to the Available Phone Fields list if you do not want to include it in the dial order.

9 To arrange the order in which you want the numbers to be dialed, select a phone field from the Dial Order Sequence list. Click the arrow keys to move the phone field into its position in the dial order.

10 Click Save to save the entries and return to the Dial Order List window.

The new dial order is displayed in the Dial Orders List window.

11 To modify a dial order, select it and click Modify.

The Modify Dial Order window opens.

12 Make changes.

13 Click Save to save the entry.

14 Click Cancel to disregard the entry and exit the window.

NOTE • A Dial Order Name can contain the characters A - Z, a - z, 0 - 9, symbols, spaces, and underscores ( _ ).


• Once the original Dial Order name is deleted from the system, the same name can be reused.

Generic = User Defined

Phone1 = BusPh

Phone2 = CelPh

Phone3 = HmPh


Aspect Software Call Data Definitions | 15–65

15 To delete a dial order, select it and click Delete.



Call Data Definitions

Call Data is information about a contact such as the call type (inbound or outbound), the service receiving the call, and the caller telephone number. It is contact data that is displayed on an agent screen when a customer contact is received.

Call data definitions contain the information you assign to a service or that the system assigns with table definitions or reserved words. The call data definitions allow a maximum of 20 parameters for each table.

Create, Modify, or Delete a Call Data Definition1 In the Director menu, click the Table Admin > Call Data Definition.

The Call Data Definition List window opens.



2 Click Create to create a new call data definition.

The Create Call Data Definition window opens.


4 Select the type of reserved words from the Reserved Words to Use From drop-down list.

Call data definitions are always associated with specific reserved words. For example, Voice uses table definitions and Email uses distribution lists.

NOTE • A Call Data Definition Name can contain the characters A - Z, a - z, 0 - 9, symbols, spaces, and underscores ( _ ).


• Once the original Call Data Definition name is deleted from the system, the same name can be reused.


Aspect Software Call Data Definitions | 15–67

5 Select the Table Definition (if applicable) from the drop-down list.

6 Select the Field Name from the drop-down list.

The system allows 20 fields for each table.

7 Follow the same procedure for each of the field names added to the new call data definition.

The drop-down list displays all of the reserved words that are in the Call Data Reserved Words window.

When a Field Name is selected, the Label text box next to it is enabled.

8 Enter the name of the Label.

A label is what appears in the agent pop-up window.

9 Click Save to save the entry and return to the Call Data Definition window.

10 To modify a call data definition, select it and click Modify.

The Modify Call Data Definition window opens.

11 Make changes.


13 To delete a call data definition, select it and click Delete.



Call Data Definitions for ServicesOnce the call data definitions are created, select a definition from a drop-down list available in the Inbound, CTI, Outbound, Chat, Email, and Workflow service modules. The Call Data section is located on the Agent Settings tab of each service. In the Agent Settings tab, select the call data definition associated with the service. Only one definition can be assigned to a service.

1 In the Director menu, click one of the following submenus under Service Admin to display the corresponding tabs used to set up the service:

• Inbound

• CTI

• Outbound

NOTE • The Table Definition drop-down list is active only when you chose Voice from the Reserved Words to Use From drop-down list.

• Do not change the table definition when a service is active or if callbacks are pending on a service. The results are undefined and might cause an error.



• Chat

• Email

• Workflow

2 Click the Agent Settings tab.

3 In the Call Data section, select a Definition from the drop-down list or click Edit Definition to create a call data definition.

4 Select Save CallData in order to view or query dispositions in Recording Manager.

5 Select the Dialog Display check box to display the dialog to the agent.

6 Enter the Max Duration (in seconds) of the definition.

7 Click the General tab to return to the service window.

8 Click Close.

Call Data Definition (CDD) Reserved Words

Call data definitions contain predefined parameters that store selected information assigned to a service.

Before a call data definition table is selected, certain parameters must be set to create the table. Call data definition reserved words are labels (markers) that, when selected in the call data definition, can be passed to the client application. These labels are parameters that hold necessary information for each table created.

Create, Modify, or Delete Call Data Definition Reserved Words1 In the Director menu click Table Admin > CDD Reserved Words.


Aspect Software Call Data Definition (CDD) Reserved Words | 15–69

The Reserved Word List window opens.

2 Click Create to create a new reserved word.

The Create Reserved Word window opens.

3 Enter the new reserved word in the Reserved Word text box.

4 Select the type of reserved word (for example, Voice, Chat, Email, Workflow, or M3) from the Type drop-down list.

5 Click OK to save new data and return to the Call Data Reserved Word List window.

The new word appears in the list box.

6 To modify a reserved word, select it and click Modify.

The Modify Call Data Reserved Word window opens.

7 Make changes.




9 To delete a reserved word, select it and click Delete.



Distributed Lists Import Defs

The distributed lists import definition enables you to structure the information that you obtain from the distribution lists. A distribution list stores the information that the system needs to run your outbound Email services.

Create, Modify, or Delete a Distributed Lists Import Definition1 In the Director menu, click Table Admin > Distributed Lists Import Defs

The Distributed List Import Definition window opens.

2 Click Create.


Aspect Software Distributed Lists Import Defs | 15–71

The Create Distributed Lists Import Definition window opens. The window consists of two tabs: the Import Structure tab and the Field Mappings tab.

Import Structure Tab1 Enter a Name (maximum of 20 characters).

2 Click Create located at the bottom of the list box.

The Create Distributed List Import Definition Field window opens.

NOTE • A import distribution list name can contain the characters A - Z, a - z, 0 - 9, and underscores ( _ ).

• Spaces are not allowed in distribution list names. An underscore can be used in place of a space.


• Once the original import distribution list name is deleted from the system, the same name can be reused.



3 Complete the information in this window for each table column that exists in the distributed list to be imported.

4 In the Field Name text box, enter the name you wish to assign to the first field in the distributed list, such as “FirstName” or “Customer_Number”.

5 Enter the Field Length.

Field length also includes blank spaces. For example, a telephone number entered as 555 555 1234 = twelve characters (three digit area code + two blank spaces + seven digit telephone number).

6 Select the Data Type from the drop-down list (for example, character, string, or currency).

Although it may be the case that the database field length is the same as the Import or Export Field Length, it is also possible that these two lengths will be different. This is the case with numeric strings. If you define a telephone number and always want it stored exactly as it exists, you would define this as a character string.

Other numeric fields, such as dollar amounts, are not handled in the same manner by the database and, in some cases, will not allow you to store the character length you defined.

Depending on the data type you selected, the Field Size text box is enabled.

NOTE Field names cannot contain symbols, spaces, or quotes (single or double quotes). Use an underscore to separate words. For example: First_Name.


Aspect Software Distributed Lists Import Defs | 15–73

7 Enter a Field Size if necessary.

8 Select Allow Nulls to allow null (blank) records in this field.

For example, in a telephone number field, you must never allow null values (blank records).

9 Select Index to index the field.

Indexed fields (cross referenced fields) allow you to quickly access specific information within a record.

To modify a distributed list import definition field:

10 Select the field.

11 Click Modify. The Modify window opens.


13 Click Cancel to disregard the changes and exit the window.

14 To delete a distributed list import definition field, select it and click Delete.

NOTE If you need assistance and do not have a database administrator or someone to assist you within your organization, please call the Aspect Help Desk at 1 (800) 999-4455 or refer to Aspect "Technical Support".

NOTE A null character displays nothing, even though it takes up space. It is represented by ASCII code 0.



Field Mappings Tab1 After you define all of the fields in the Import Structure tab, select the Email Address

associated with the distributed list import definition from the drop-down list.

2 Click Save to accept the entry and return to the Distributed List Import window.

3 Click Close to exit.


Aspect Software Distribution Lists | 15–75

Distribution Lists

Distribution lists store the information that the system needs to run your outbound Email services, such as the name of your customers, Email addresses, and phone numbers. Distribution lists can be imported and exported as tables.

1 In the Director menu, click Table Administration > Distribution Lists.

The Distribution Lists window opens.

2 To create a distribution list, select it and click Create.



The Create Distribution List window opens.


4 Select the Application form the drop-down list.

5 To add an Email Address, click Create. The list box contains Email Addresses associated with the new distribution list.

NOTE • A distribution list name can contain the characters A - Z, a - z, 0 - 9, and underscores ( _ ).

• Spaces are not allowed. An underscore can be used in place of a space.


• Once the original distribution list name is deleted from the system, the same name can be reused.



The Create Email Address window opens.

6 Enter the Email Address (maximum of 100 characters).

7 Click Save to accept the entry and return to the Create Distribution List window.

8 To modify an Email Address, select it and click Modify.


10 To delete a distribution list, select it and click Delete. The system prompts you to confirm the deletion.


View a Distribution ListYou can select and view a distribution list before printing it.

1 In the Director menu, click Table Administration > Distribution List.

The Distribution List window opens.

2 Select the distribution list you want to view.

3 Click View.



The View Distribution List window opens.

The View Distribution List window displays information defining the records in the list. Use the scroll bar at the bottom of the list to view additional record information. Click on any column heading to change the display to ascending or descending order. Column widths can be resized individually.

4 To specify the records you want to print or view, enter the start and end of the Record Numbers in the Display Record_Num thru _Record_Num boxes. The total records box is populated automatically with the number of records you have selected to view.

5 Click the Print icon to print the list. Your Print dialog box opens allowing you to specify a printer and the number of copies to print.

6 Click Cancel to return to the Distribution List window.

Import a Distribution ListWhen importing records from a database, you must create a new distribution list. You cannot import records into an existing distributed list.

1 In the Director menu, click the Table Admin > Distribution Lists. The Distribution Lists window opens.



2 Click Import to import a new distribution list. The Import Distribution List window opens.

3 Select an Import Definition from the drop-down list or click Edit Import Definition to create a new distribution list import definition.

The distribution list to be imported is typically stored in a user defined folder.

4 Enter the File location of the distribution list that you want to import or select Browse to search for the location.

5 Click Upload to import the table or Cancel to disregard the selection.

6 In the Options section, select Contains a Header to include a header in your table.

7 Select Contains a Trailer to include a trailer in your table.

8 Select Preview to Preview the import (recommended).

9 Select the Application that you want to assign to the imported distribution list.

Applications are the overall categories used to group services.

10 If you have not created an application, click Edit Application.



11 Enter a Name for the distribution list to be imported in the Distribution List Name.

12 Click Import to import the table.

When you click Import, the system begins importing the file and a window opens that shows the status of the import process.

13 Click Close to disregard the command and return to the Import Distribution List window.

Preview a Distribution List ImportIt is recommended that you always preview your distribution list. Errors can be caught during the preview. There are cases in which a field contains more characters than were defined in the distribution list import definition, which makes all of the records invalid. The system displays an “X” next to each invalid record and prints a status line.

When all records in the list are a valid length, click Import in the Preview window to continue the import process. In cases where invalid records exist, the system warns you to take action. A series of prompts display that warn you to skip a specific record or all of the records with errors.

At the end of the import process, a confirmation message displays.

Export a Distribution ListDistribution lists can be exported to the system from the Export Distribution List window.

1 In the Director menu, click the Table Admin > Distribution Lists.

The Distribution Lists window opens.

2 To export a new distribution list, select the distribution list you want to export.

3 Click Export.

NOTE The name must be different from any previously imported list. It does not have to be the same as the file name.



The Export Distribution List window opens.

The Export Distribution List window displays the name of the selected distribution list in read only mode.

4 In the To File text box, enter the path of the directory to which you are exporting the list.

5 Click Export to export the list to the selected file.

• The system shows the status of the export process.

• Exporting time varies depending on the size of the distribution list.

• When the process is complete, the system prompts you with a message that shows the number of records successfully exported.

6 Click Save to return to the Export Distribution List window.



Exclusion Manager

The Exclusion Manager enables you to customize your dialing strategy to exclude calling records that do not meet a specified criteria. There are three types of exclusions, Phone Number, Account Number, and Social Security Number. An exclusion list (Do Not Call list) is created and maintained by customer contact centers to ensure that customers who have requested a Do Not Call status are on the exclusion list. There might also be other reasons that you would want to exclude calling records from certain lists.

• Exclusion Manager can only be used with Outbound services.

• Exclusion Manager enables you to exclude records at the system level from being dialed if one or more records appear in one or more exclusion list. If a customer record is on more than one list, it enables you to exclude the customer record from all lists, whether the exclusion is the customer phone number, social security number, or account number.

Create, Modify, or Delete an ExclusionExclusions are supported at the system level. There are three types of exclusions, Phone Number, Account Number, and Social Security Number.

NOTE • Exclusions are applied to a call table based on the Application ID assigned to it when creating the exclusion. An exclusion can be applied to several applications or to one specific application. If it is applied to a specific Application Id, the call record can be dialed in any other Outbound service with a different Application Id.

For example, if a record is excluded using Application1 and the call table is associated with an Outbound service using Application2, the exclusion will not work in Application2 and the record is called. The Application for both the Outbound service and the exclusion must be the same for the exclusion to work.

• Exclusions are not applied based on the Application that was used when the call table was created.

• Exclusions are not supported for external call tables.


Aspect Software Exclusion Manager | 15–83

1 In the Director menu, click Table Admin > Exclusion Manager.

The Exclusion Manager List window opens.

The list panel contains individual exclusions based on the type of exclusion type you have selected (Social Security Number, Account Number, or Phone Number). You can only add, or modify one exclusion at any one time. You can delete one exclusion at one time or delete several exclusions at the same time by pressing the Ctrl key while selecting the exclusions.

2 Select the Exclusion Type you want to add, modify, or delete.

3 Select the Starting From and Ending on or Before dates.

The list is populated with all of the exclusions of that type between the dates selected in the Starting From and Ending on or Before dates. Use the Previous and Next buttons to scroll through a long list.

To modify an exclusion:

4 Select a single exclusion and click Modify.

A window opens that contains the data on the selected exclusion.




To delete an exclusion:

6 Select a single exclusion and click Delete. To delete several exclusions, press the Ctrl key to select more than one exclusion. Click Delete.

To add an exclusion:

7 Select an Application from the drop-down list.

-OR- Click Edit Application to create a new Application.

8 Select the option that corresponds to the type of exclusion that you want to add (Social Security Number, Account Number, or Phone Number).

9 Click Add. The Add Exclusion window opens

10 Enter the selected field information:

a Social Security Number (A maximum of 40 characters is allowed. There are no character restrictions in this field.)

b Account Number (A maximum of 40 characters is allowed. There are no character restrictions in this field.)

c Phone Number (A maximum of 40 characters is allowed. This field is restricted to numerical characters only.)


Aspect Software Exclusion Manager | 15–85

11 Enter a Start Date and an End on or Before date for the exclusion.

12 Click Save.

View an Exclusion1 In the Director menu, click the Table Admin > Exclusion Manager.

The Exclusion Manager window opens.

NOTE • Only the phone number that is excluded will not be dialed. If a customer record has several different phone numbers, all other phone numbers will be dialed.

• Expired exclusions stay on the list until they are deleted.

• If you change any of the information in the filters, click Refresh List to update the exclusions that appear in the list.



2 Select the option to view exclusions by Social Security Number, Account Number, or Phone Number.

3 Enter information in the top right side of the window for Exclusion type: Social Security Number [SSN], account number, or phone number.

4 Enter the Application from the drop-down list, or click Edit Application to modify an existing application to create a new application.

5 Enter the Starting from date.

6 Enter the Ending on or before date.

7 Click Refresh List to update the exclusions that appear in the list.

The list of exclusions that appear for a particular start date and end date are the exclusions that are active during that time period.

For example, there is a social security number exclusion 000-00-0000 that has a start date of 02/28/04 and an end date of 01/31/06. If the exclusion filter that has a start date of 05/26/05 and an end date of 08/26/05 is applied, then the social security number exclusion 000-00-0000 will appear in this list.

8 If there are more exclusions than will fit on one page, click Previous or Next to scroll through the pages.

9 If you change any of the information in the filters, click Refresh List to update the exclusions that appear in the list.

10 Click Close to exit this window.


Chapter 16

Disposition Admin

This section describes how to define categories for dispositions, how to create disposition codes, and how to define disposition plans for services.

In this section:

• "Disposition Admin Overview"

• "Disposition Classes"

• "Disposition Codes"

• "Disposition Plans"

Disposition Admin Overview

A disposition is an outcome of an inbound or outbound contact. Dispositions are created to assist the agent in quickly describing the outcome of a contact after the call is completed. An agent can choose from a disposition list to describe the outcome of that particular call.

Dispositions are created by:

1 defining a category (class) to group related dispositions.

To ensure the maximum level of flexibility when creating dispositions, an overall category (disposition class) under which dispositions, either all dispositions or only those of a similar type, is created.

2 defining identifying acronyms (codes) to each disposition.

There are two types of disposition codes:

• An EnsemblePro disposition code is system defined and cannot be deleted. Refer to "System Dispositions Defined" for a complete list of system defined disposition codes.

• A User disposition code is configured by an EnsemblePro user based on the individual business need of a user. A User disposition code is optional and typically used if agents are required to choose a disposition at the end of each call.

3 defining sets of dispositions (plans) to assign to each EnsemblePro service.

Disposition codes are grouped together in a “set” and assigned to EnsemblePro services. These sets are referred to as “disposition plans.” All of your disposition codes can be grouped


16–2 | Disposition Admin Aspect Software

together in one single disposition plan and used by your entire organization or you can create customized disposition plans for each individual client.

Disposition Classes

A disposition class is a term that refers to an overall category under which dispositions are created. For example, you can create a disposition class called Do Not Call, under which you can create dispositions NI (Not Interested) and IC (Irate Customer). As you create dispositions, you can group all of your dispositions into a single disposition class or multiple disposition classes.

If you are a service bureau creating services for many different companies, you might want to create a classification for each of your different customers (for example, ABC Company, ABC Consulting, and XYZ Incorporated).


Aspect Software Disposition Classes | 16–3

Create, Modify, or Delete a Disposition Class1 In the Director menu, click Disposition Admin > Disposition Classes.

The Disposition Class List window opens.

2 Click Create to create a new disposition class.

NOTE If this is the first time that you are using the system, you will notice that the Disposition Classes window is populated with a class named Gateway Dispositions. This class is reserved for Aspect and cannot be modified or assigned any new disposition codes. The only disposition codes that exist under this class are those that represent how the Gateway server handles a contact.



The Disposition Class Edit window opens.

3 Type the name of the new Disposition Class. Examples: “Sales,” “Collections,” or “Customer Comments.”

4 Click Save to add the new disposition class and return to the Disposition Class List window.


6 To modify a disposition, select it from the Disposition Classes list box.

7 Click Modify to display the Modify Disposition Class window.

8 Make changes and click Save to save the entries and return to the Disposition Class List window.

9 To delete a disposition class, select the disposition class from the Disposition list box.




NOTE • A Disposition Class Name can contain the characters A - Z, a - z, 0 - 9, symbols, spaces, and underscores ( _ ).


• Once the original Disposition Class name is deleted from the system, the same name can be reused for a new disposition class.

NOTE If your company has an in-house contact center, you may want to create only one disposition class. If you are a service bureau and are going to create multiple disposition classes, remember that disposition classes are for grouping similar dispositions.


Aspect Software Disposition Codes | 16–5

Disposition Codes

A disposition code is a combination of characters that is used to describe the outcome of a contact. There are two types of disposition codes. The first is an EnsemblePro system type, which is tied to the Gateway disposition classes.

All Gateway Dispositions are designated as EnsemblePro system types. These disposition code types are system generated and automatically appear in your disposition plan. Examples of Gateway Dispositions are: DST (SIT Tone) Message “Number is no longer in service”. DRM (Queue Maximum Time) Message “A call is transferred to another service when the Queue Max Time has been reached.” and DCS (Consultation Call) Message “A call was placed on hold and an agent called a third party for consultation.” For a complete list of Gateway Dispositions, refer to the EnsemblePro Gateway Configurator Guide.

Dispositions created by users are called User type. User Dispositions are optional and are typically unique to the customer contact center.

The following describes the elements that make up a disposition:

1 ID: Disposition number ID

2 Dispositions: Names given to the dispositions

3 Code: Codes assigned to a disposition (maximum of eight characters)

4 Type: Whether the disposition created is EnsemblePro system or user defined

5 Class: Disposition classes used to group the dispositions



6 A, C, F, B, S,R, E: Attributes, call outcomes, and routings

Place your cursor over the column headings to display the routing and attribute label definitions. Click on any of the column headings to sort the Disposition List in ascending or descending order.

The column headings of the routings and attributes are also defined in the following table.

Heading Routing/Attribute

A Abandon

C Contact

F FollowUp

B Callback

S Success

R Refusal

E Exclusion

1 2 3 4 5 6



Create, Modify, or Delete a DispositionThere are two types of dispositions, a User type disposition and an EnsemblePro disposition. EnsemblePro dispositions are system defined and cannot be deleted.

To create a User type disposition:

1 In the Director menu, click Disposition Admin > Dispositions.

The Dispositions Lists window opens.

2 Click Create to create a new disposition.

The Create Disposition window opens.




4 Enter a user defined Code (maximum of 8 characters).

5 Select a disposition class from the Class drop-down list or click Edit Class to create a new disposition class.

6 Enter the Disposition Class and click Save to return to the Create Disposition window.

7 Select the Media Type. Selections are: Chat, Email, M3, Voice, and Workflow.

Once your disposition has been named, coded, and assigned a class and media type, you are able to assign a variety of attributes and routings.

8 Select the Report Attributes (Abandon, Contact, or Follow Up).

These attributes must be assigned to dispositions that you consider an abandon, a contact, or a follow up. For example, you may consider a sale a contact and want to report by all “contacts.”

9 Select the Call Outcome Categories (Success, Refusal, Callback, or Exclusion).

If you select Exclusion, the Refusal check box is automatically enabled.

10 Select the Routings (HangUp, Play Message, Reroute to M3, Redial, Send Digits, Transfer, or Dial Next No).

Routings enable you to select an action to be performed along with the disposition. For example, if the dialer reaches a pager number, you can select Send Digits to send a page to that number.

Other than Dial Next No., Routings can only be assigned to system defined dispositions.

11 Select a Call Outcome Category.


13 Click Cancel to disregard entry and exit the window.

14 To modify a disposition, select it from the Disposition list box and click Modify. The Modify Disposition window opens.

NOTE • A Disposition Name can contain the characters A - Z, a - z, 0 - 9, symbols, spaces, and underscores ( _ ).


• Once the original Disposition name is deleted from the system, the same name can be reused for a new disposition.

NOTE You must select one of the Routing/Report Attributes.



For EnsemblePro dispositions, you can only modify the Routings attributes. If the disposition is user defined, changes can be made in all of the areas of the Modify Disposition window except the Routings attributes.

15 Make changes and click Save to save the entries and return to the Disposition window.

16 To delete a user defined disposition, select it from the Disposition list and click Delete.




System Dispositions DefinedThe following table lists the EnsemblePro system dispositions:

NOTE EnsemblePro dispositions are system defined dispositions and cannot be deleted.

Code Name Definition

CC_ACTCC agent

CC agent Currently Under Call

agent currently under call.

CC_NDS No Disposition for agent CenterCord indicates that there is no disposition for the agent.

CC_NRT CC Not Route Numbering plan cannot resolve number.

CC_RGB CC RG Busy No channels are available for RG.

CC_TZF CC Time Zone Failure Time zone failed.

DAC Abort-Customer Hung Up On Hold

Caller hung up while waiting for the system to connect to an agent after positive voice or mandatory message.

DAD Dialer Dropped Cust After Hold

Call was dropped by the Dialer while the customer was on hold (settings present in the Director for Outbound Service.)

DAM Answering Machine Call was answered by an answering machine.

DAP Abandon Before Update Inbound

Contact was abandoned by the caller or switch before it was placed in queue. This event happens before the IVR begins.



DAQ Inbound Abandon in Queue Contact was abandoned by the caller or switch before the end of the mandatory message.

DBP Beeper Call was answered by a beeper.

DBU Busy Call was answered by a busy signal.

DCB Call Forward No Answer Call was forwarded to another extension or service and there was no answer.

DCC Conference Call A contact was placed on a conference with a third party.

DCN Connect With No Hold Contact was forwarded to another extension or phone number and there was no answer.

DCS Consultation Call A contact was placed on hold and an agent contacted a third party for consultation.

DED Call Clear Failure The process of making the contact failed.

DFB Far End Busy Channels are glared when placing an inbound contact is interrupted by an inbound contact.

DFM Fax Machine Call was answered by a fax machine.

DGB Give Busy Contact was transferred when the time and number of contacts reached their maximum.

DIC Operator Intercept Message “Number is no longer in service” received.

DIO In-effective Order A contact attempt that was not completed because of improper user action.

DLD Loop Current Drop For testing purposes. Loop start lines are not supported.

DMA Monitoring Call Director monitored the contact that was received or placed by an agent.

DMC Make Call A director or agent placed a contact.

DMS Inbound Message Call Whisper message. A Whisper Message is played each time an agent receives a call for a service. Whisper messages are another method used to advise the agent of the type of call that is being received.




DNA No Answer Call was made and there was no answer after several rings.

DNC No Circuit Found There is no open circuit to send a call.

DND No Dial Tone Call did not find a dial tone to establish a connection.

DNR No Ring Back Central office could not validate the call being made.

DOF Overflow A contact is transferred to another service due to an overflow of contacts.

DPC Manual Redial Contact was made in the Manual Redial mode.

DPN Connect After Hold Customer was transferred to an agent after the customer was on hold.

DPR Preview Dial Contact was made in the Preview Dial mode.

DPV Positive Voice Call detected a positive voice (customer voice) (for Outbound services).

DR2 Re-order A fast busy signal was detected. The frequency/duration of the tone indicates further failure.

An indication from the network of a long distance service provider of a call processing failure.

DRF Dial Request Failed Manual dial - there is no route access or circuit.

DRM Queue Maximum Time A contact is transferred to another service when the Queue Max Time is reached.

DRO Reorder CO sent message “All circuits are busy, please try again later.”

DRU Reroute Unavailable A contact was transferred to another agent or service and it was unavailable (unmanned or disabled).

DRV Queue Maximum Length A contact was transferred to another service when the Queue Max Length was reached.




DRX Reroute External A contact was transferred to an agent or service that is not part of the EnsemblePro system (fax machine, and others).

DST SIT Tone Message received “Number is no longer in service.”

DTT Trunk to Trunk A line is available to make inbound or outbound contacts.

DUR No Route There is no route access for the contact to make.

DVC Vacant Circuit Open circuit to send the call.

DVM Voice Mail A contact was transferred to Voice Mail.

DXF Transfer A contact was transferred.

NAN Network Announcement Indicates a Mobile Phone Message with No Ringback.

NVD No Voice Detect Hang up or dial next number when no voice is detected.

NON None Caused by an Outbound contact that was not connected to an agent and the service does not have the Require Disposition check box selected.

SW_ANF Alert Notification Failure Used with the Voice Mail system. For example, the Voice Mail system can be configured to contact a user cellular phone each time a new Voice Mail is left in the user Voice Mail box. If the call is not answered (after repeated attempts), then the contact is dispositioned as a failure and SW_ANF is used.

SW_ANS Alert Notification Success Used with the Voice Mail system. For example, the Voice Mail system can be configured to contact a user cell phone each time a new Voice Mail is left in the user Voice Mail box. If the user answers the cell phone, then the SW_ANS disposition is populated.



Aspect Software Disposition Plans | 16–13

Disposition Plans

A disposition plan is a grouping or set of dispositions used by EnsemblePro services. All of your disposition codes can be grouped together in one single disposition plan that is used by your entire organization or you can create customized disposition plans for each individual client.

SW_DBS Business Detected The Gateway examines the length of the greeting or salutation when the contact is answered. A salutation of less than 2.75 seconds is dispositioned as a business answer. The default value of 2.75 seconds can be changed.

SW_DCO Simple Far End Connect When an IVR makes a contact. It also occurs when the Gateway does not detect an answering machine, business answer, or a “hello”, but the contact was answered.

SW_DKC SW Switch Killed Call Gateway killed contact.

SW_DMR SW Remote Monitoring Record

Gateway Remote Monitoring record.

SW_Last Last switch disposition Last Gateway disposition noted.

SW_RRF SW ReRoute Failed Failure of a contact reroute in the Gateway.

SW_VNF SW Voice Mail Notification Failure

Gateway notification of a Voice Mail notification failure.

SW_VNS SW Voice Mail Notification Success

Gateway notification of a Voice Mail notification success.




If you place your mouse over the column headings of the dispositions plan types, the full name of the disposition plan type opens.

Create, Modify, or Delete a Disposition Plan1 In the Director menu, click Disposition Admin > Disposition Plans.

The Disposition Plans List window opens.

2 Click Create to create a new disposition plan.

Heading Routing/Attribute

C Chat

E Email

M M3

V Voice

W Workflow



The Create Disposition Plan window opens.


4 Select the Media Type.

If Voice is selected, the Positive Voice disposition is automatically added by default along with a routing that transfers that call to the agent.

NOTE • A Disposition Plan Name can contain the characters A - Z, a - z, 0 - 9, symbols, spaces, and underscores ( _ ).


• Once the original Disposition Plan name is deleted from the system, the same name can be reused.



5 You can modify the disposition to use the Play Message or Reroute to IVR option:

a Select the disposition. b Click Modify. c Select the Play Message option or the Reroute to IVR option from the Routing drop-

down list.d When you select Chat, Email, Workflow, or IVR, no disposition is added by default.

6 Click Add to add disposition codes to the plan.

The Add Disposition window opens.

7 Select a disposition to add to the plan from the Disposition drop-down list. The Disposition Code is automatically displayed with your selection.

The fields in the Routing section are enabled or disabled depending on the disposition you select.

8 Select a Routing option for the disposition. Routing options were assigned when the disposition was created.

EnsemblePro dispositions are inherent to the system. When creating a disposition plan, keep in mind that the EnsemblePro dispositions do not have any special routings unless you import

NOTE Remember that disposition plans are created to associated disposition codes that are specific to a service. Disposition plans, not codes or classes, are assigned to services.



them into your plan. The Gateway server still dispositions the call, but it defaults to hang up after the call is dispositioned.

For example, if you reach an answering machine and do not want to play a message, do not worry about importing that disposition into your plan. The Gateway server automatically dispositions and disconnects. If you created a specific message that you want the Gateway server to play, you must import the disposition into the plan and select the “Play Message” routing.

If you selected Redial Routing, the Redial section is enabled.

9 Select the value from the Play Message or M3 Service drop-down list.

Enter the required digits in the Send Digits field.

10 Enter the number of retries in the # of Retries field.

11 Enter the interval (in minutes) in the Delay field.

12 Select Quota Control to enable a specific disposition quota count (number) per table. If the quota count is reached, dialing on that table stops. The quota count is set in the Outbound service on the "Dial Profile Tab (Outbound Service)".

13 To modify a disposition plan, select it and click Modify.

The Modify Disposition Plan window opens.

14 Change the name of the disposition class.

15 Click OK to accept the new entry.


17 To modify a disposition code associated with the plan, select it and click Modify.

The Modify Disposition window opens.

18 Make changes and click OK to accept the new entry.


20 To delete a disposition code associated with the plan, select it and click Delete.

21 To delete a disposition class, select it and click Delete.





Chapter 17

Schedules

This section describes the time-related tasks involved in configuring EnsemblePro and how to set holidays, schedules, and time zone groups to access to specific numbers at specific times.

In this section:

• "Schedules Overview"

• "Holidays"

• "Service Schedules"

• "Time Zone Groups"

• "NANP Manager"

Schedules Overview

The EnsemblePro Schedules module enables you to configure your system based on precise calling times and schedules.

• The Holidays component is used to configure the system not to run a Service on a particular holiday.

• The Service Schedules component is used to configure the system to run certain services at specific times.

• The Time Zone Groups component is used to configure the time it is safe to start and stop dialing numbers in specific time zones.

• The North American Numbering Plan (NANP) Manager component is used to determine a precise definition of the location of a phone number.

In preparing to create a Service Schedule, you must first define your holidays and time zones. Every holiday and every time zone do not have to be assigned to each service, only those that apply to a particular service.

When creating a new Service Schedule, Director lets you incorporate overrides to your normal schedule, such as time zones and holidays. For example, if you consider a service active on each Monday and have January 1 as an observed holiday, when January 1 falls on a Monday, your holiday schedule will override your standard schedule and your service will be inactive.


17–2 | Schedules Aspect Software

The same applies for time zones. If a service is scheduled to dial between 7:30A.M. and 3:00P.M. but your time zones are set up to not dial any time zone before 9:00 A.M., your service will go active but no dialing will occur.

NANP (North American Numbering Plan) provides a precise definition of the location of a phone number. The location is determined by the area code and exchange of the number. NANP is used to decide if it is too early or too late to call a phone number, to determine the time in the calling location when an agent generates a recall using remote time, and to apply to a service that is calling from a call table.

Holidays, Service Schedules, Time Zone Groups, and the NANP Manager are assigned to the Inbound, Outbound, Chat, Email, Workflow, and M3 Services in the appropriate Service Admin modules. You select a pre-defined, time-related strategy in the Schedule tab when creating each service.

Holidays

EnsemblePro lets you to create holiday schedules to assign to services. In addition to assigning these holiday schedules to services, you can create attention retainers for holidays assigned to a service.

You can also set a recurring Holiday schedule, where the system recognizes Holidays that occur on the same day each year (for example, Christmas and New Year holiday).

Create, Modify, or Delete Holidays1 In the Director menu, click Schedules > Holidays.


Aspect Software Holidays | 17–3

The Holiday List window opens.

2 To create a new holiday, click Create.

The Create Holiday window opens.



3 Enter the name of the Holiday (maximum of 80 characters).

4 Enter the Month, Day, and Year of the holiday or use the up and down arrows.

5 Select Recurring if the holiday occurs on the same day each year, such as the Christmas and New Year holiday.

6 Click Save to accept the Holiday or click Cancel to disregard the entry and return to the Holiday List window.

7 To modify a holiday, select it and click Modify to display the Modify Holiday window.


9 To delete a holiday, select it and click Delete. The system prompts you to confirm the deletion.



Service Schedules

Schedules determine the hours of activity for a service. Your service is only considered active during scheduled hours. For example, if you schedule a service to begin accepting or dialing calls at 9:00 A.M., no calls will be made or accepted before that time.

Create, Modify, or Delete Schedules1 In the Director menu, click Schedules > Service Schedules.

NOTE • A Holiday Name can contain the characters A - Z, a - z, 0 - 9, spaces, and underscores ( _ ).


• Once the original Holiday name is deleted from the system, the same name can be reused to create a new holiday.


Aspect Software Service Schedules | 17–5

The Schedules List window opens.

2 To create a new schedule, click Create.

The Create Schedule window.



3 Enter the Schedule Name (maximum of 80 characters).

4 Create the new Scheduled Run Times and the Holidays that relate to the schedule.

5 Click Save to save entries. Click Cancel to disregard entries.

6 To modify a schedule, select it and click Modify.

7 To delete a schedule, select it and click Delete. The system prompts you to confirm the deletion.



10 You can duplicate an existing schedule by selecting it and clicking Copy. All data will be copied with the exception of fields restricted to that specific schedule.

Create, Modify, or Delete Scheduled Run TimesScheduled run times determine the hours when the service is active. Your service is considered active only during the specified hours and when specified holidays within the service are not observed. For example, if you schedule a service to begin accepting or dialing calls at 9:00 A.M., no calls will be made or accepted before that time.

1 Click Add under the Scheduled Run Times list on the left side of the Create Schedule window.

NOTE • A Schedule Name can contain the characters A - Z, a - z, 0 - 9, symbols, spaces, and underscores ( _ ).


• Once the original Schedule name is deleted from the system, the same name can be reused to create a new Schedule.


Aspect Software Service Schedules | 17–7

The Create Schedule Entry window opens. This window enables you to select multiple dates and add them to the schedule.

2 Select the Day of the Week to select the first day of the new schedule.

3 Enter the Start and Stop Times for the selected day. You can type them in or use the up and down arrows.


5 Click Cancel to disregard the entry and exit.

6 Repeat the previous steps for every day to be scheduled.

7 To modify a service schedule entry, select it and click Modify to display the Modify Schedule window.

8 To delete a service schedule entry, select it and click Delete to remove it from the list.

9 Click Save.

Add Holidays to a Schedule1 Click Add under the Holidays list in the Create Schedule window.



The Add Holidays window opens.

2 Select the holiday you want to add from the Holiday list and click Save.

3 To select multiple holidays, click Select All (for all holidays), or hold down the CTRL key and click just the specific holidays you want to add.

4 When finished, release the CTRL key and click Save.

5 If you incorrectly selected all the holidays, click Deselect All to cancel all of the holidays.

6 Click Save in the Create Schedules window to save the schedule.

7 To delete a holiday from a schedule, select it and click Delete at the bottom of the Holiday column.

NOTE Once you click Save to store your new schedule, it becomes available when creating inbound or outbound services, or when modifying any existing services. When creating an outbound service, you also have the opportunity to select a time zone group for your outbound service.


Aspect Software Time Zone Groups | 17–9

Time Zone Groups

A time zone group is a set of time zones applied to a specific outbound service. When entering a time zone into a group, you can select from a list of time zones, and then define the hours during which you want to dial within that time zone. For example, you can select the Eastern time zone, then set that time zone to only dial from 9:00 A.M. to 5:00 P.M. How the system knows which phone number belongs to what time zone is discussed later.

Create, Modify, or Delete a Time Zone Group(For Outbound Services Only)

You must create a time zone group for any time zone you wish to dial.

1 In the Director tool bar, click the Schedule Admin > Time Zone Groups.

The Time Zone Groups List window opens.

Typically, all time zones are displayed in the Create Time Zone Group window.

2 To create a new time zone group, click Create.



The Create Time Zone Group window opens.

3 Enter the Time Zone Group Name (maximum of 80 characters).

4 Select Set as System Default Time Zone Group to select this time zone group as the system default.

5 Click Create.

NOTE • A Time Zone Group Name can contain the characters A - Z, a - z, 0 - 9, symbols, spaces, and underscores ( _ ).


• Once the original Time Zone Group name is deleted from the system, the same name can be reused to create a new Time Zone Group.

NOTE • Once a time zone group is selected as the default time zone group, it cannot be modified. You must select another time zone group as the default time zone group to modify the current time zone group.

• A time zone group that is currently selected as the default time zone group cannot be deleted.


Aspect Software Time Zone Groups | 17–11

The Create Time Zone Entry window opens.

6 Select the Time Zone to be included in the new time zone group from the drop-down list.

7 Enter a Start Time and End Time, or use the up and down arrows.

8 Select the Dial Order from the drop-down list or click Edit Dial Order to create a new dial order.

The Dial Order option enables you to use multiple telephone numbers per customer record by setting the dial order at the time zone level. Refer to "Dial Orders" for detailed information about creating a Dial Order.


10 Click Cancel to reject it and exit. You will return to the Create Time Zone Group window.

11 To modify a time zone group, select a time zone group from the Time Zone list.

12 Click Modify at the bottom of the list box to display the Modify Time Zone Group Entry window.


14 To delete a time zone group, select it and click Delete. The system prompts you to confirm the deletion.

NOTE If the Set as System Default Time Zone check box is selected for this time zone group, it cannot be modified or deleted.





NANP Manager

NANP (North American Numbering Plan) provides a precise definition of the location of a phone number. The location is determined by the area code and exchange of the number. You use NANP to decide if it is too early or late to call a phone number or to determine the time in the calling location when an agent generates a recall using remote time.

NANP Manager is used to add and delete custom exchanges, modify existing exchanges (custom or provided), and to download the latest NANP data. The Primary data is sorted by the first column area code. The Secondary data of Exchange, Time Zone, Place, State, Daylight Savings Time, and Default can be sorted in ascending or descending order by clicking on the respective column heading.

Viewing an NANP Table1 In the Director menu, click Schedule Admin > NANP Manager.


Aspect Software NANP Manager | 17–13

The NANP Code List window opens.

2 Select an area code from the Area Code list. System entries for that particular area code including Exchange, Time Zone, Place, State, Daylight Savings, and Default appear.

3 Click Close to accept the selected record.

4 To modify an entry, select the row and click Modify.

Creating Custom NANP TablesDirector enables you to create your own NANP tables based on your business requirements.

1 In the Director menu, click the Schedule Admin > NANP Manager.

The NANP Area Code List window opens.

2 To add a new custom NANP entry, click Create.

NOTE Director first looks for an NANP entry in the custom NANP tables before searching the two standard tables.



The Create Custom NANP Entry window opens.

3 Enter the Area Code. An area code is that part of a telephone number that specifies a telephone exchange system. Area codes usually indicate geographical areas.

4 Enter the Exchange. An exchange refers to an area served by a particular telephone switch and is the first three digits of the local number.

5 Select Default to assign the exchange you entered as the default for the area code.

6 Enter the Time Zone that corresponds to the Area Code and Exchange you entered.

7 Enter the Place. The place is a city, county, or other designation for the area code and exchange you entered.

8 Enter the State.

9 Select Daylight Savings Observed if daylight savings is applicable for the selected Time Zone.

10 Select Disable to deactivate the custom NANP entry.

11 Click Save to accept the new entry.

12 Click Cancel to disregard the new entry.

NOTE Daylight savings is automatically observed in the two tables provided by the system.


Chapter 18

Email Admin

This section describes how to create Email accounts, attachments, signatures, messages, greetings, and closings.

In this section:

• "Email Admin Overview"

• "Email Accounts"

• "Email Messages"

• "Email Attachments"

• "Email Signatures"

• "Email Greetings"

• "Email Closings"

• "Email Queues"

Email Admin Overview

The Email Administration component enables you to manage Email for all services and agents. The system gives you the option to include attachments in Email, create greetings and closings, add signatures, and more. Email can be associated with any of the EnsemblePro services.

• Email Accounts allow you to create, modify, delete, view, and manage Email accounts created in the system.

• Email Messages allow you to create, modify, delete, view, and modify predefined Email messages.

• Email Attachments allow you to create, modify, delete, view, and manage attachments, in and out of the system.

• Email Signatures allow you to create, modify, and delete standard Email signatures created in the system.

• Email Greetings allow you to create, modify, and delete standard greetings to accelerate the response from an agent.

• Email Closings allow you to create, modify, and delete standard closings to accelerate the response from an agent.


18–2 | Email Admin Aspect Software

• Email Queues allow you to manage incoming emails based on certain criteria. For example, when the email entered the queue, directing it to the agent most qualified to handle the request, or delivery to the first available agent.

Email Accounts

When creating a new Email account, develop a unique profile for each customer. The system enables you to modify and delete any information you enter.

Create, Modify, or Delete an Email Account1 In the Director menu, click the Email Admin > Accounts.

The Email Accounts List window opens.

2 To create a new Email account, click Create.


Aspect Software Email Accounts | 18–3

The Create Email Account window opens.

3 Enter a unique Account Name. The name must be easy to remember and descriptive.

4 Enter an Account Password.

5 Reenter the same Password to Validate it. The password appears as asterisks (****) for security purposes.

6 Enter the Email Address. Email Addresses can only contain the characters ‘A’ to ‘Z’, ‘0’ to ‘9’, and the “@ “symbol.

7 Select the Address Type. The Address Type can be Inbound, Outbound, or Review.

• Inbound - Incoming Email addresses.

• Outbound - Outgoing Email addresses.

• Review - Address for reviewing outgoing Email.

8 Select the PO Site. The PO Site is a client computer with its own memory and hard drive that communicates with a server whenever it needs data from the server. It is the IP Address of the machine where the post office is located.

NOTE All information in the Create Email Account must be entered in English.

NOTE • An Email Account Name can contain the characters A - Z, a - z, 0 - 9, symbols, spaces, and underscores ( _ ).


• Once the original Email Account Name is deleted from the system, the same name can be reused to create a new Email Account.



9 Select the PO Server. The PO Servers are created when configuring servers using the EnsemblePro Server Applications and Installation Guide. An e-mail server holds the e-mail, and you use a Post Office Protocol (POP) client (PO Site) to fetch the mail from a server.

10 Click OK to save new entries and return to the Email Accounts window. The new Email account is added to the list box.

11 Click Cancel to disregard entries.

12 To modify an Email account, select it and click Modify to display the Modify window.


14 Click Cancel to disregard the changes.

15 To delete an Email account, select it and click Delete. The system prompts you to confirm the deletion.



Email Messages

You can create messages that can be stored in the system and used by authorized agents.

Create, Modify, or Delete an Email Message1 In the Director menu, click Email Admin > Messages. The Email Message List window

opens.


Aspect Software Email Messages | 18–5

2 To create a new message, click Create. The Email Message window opens.

3 Enter the Name of the new message. (Single and double quotes are not allowed.)

4 Enter the Subject of the message (similar to creating a memo).

5 Enter the content of the message in the large text box.

6 To add an attachment, click Create at the bottom of the Attachments text box to display the Email Attachment window.

7 Select the attachment and click Use. The attachment appears in the Attachment text box in the Email Message window.

8 To delete an attachment, select it in the Attachments text box and click Delete.

9 To add a signature, click Create at the bottom of the Signature text box to display the Email Signature window.

10 Select the signature and click Use. The signature appears in the Signature text box in the Email Message window.

NOTE Email written in Japanese can have a maximum of 1,800 characters.



11 To delete a signature from the message, select it from the Signature text box and click Delete.

12 Click Save to store the message.

13 Click Cancel to disregard the entries.

14 To modify an Email message, select it from the list box in the Email Signatures List window and click Modify to display the Email Message window.


16 Click Cancel to disregard the command.

17 To delete an Email message, select it from the list box in the Email Signatures List window and click Delete. The system prompts you to confirm the deletion.



Email Attachments

You can add attachments to be used by any authorized agent when sending Email.

Create, Modify, or Delete an Attachment1 In the Director menu, click Email Admin > Attachments. The Email Attachment List

window opens.


Aspect Software Email Signatures | 18–7

2 To create an Email attachment, click Create. The Create Email Attachment window opens.

3 Enter a Description for the new attachment.

4 Enter a File Summary name.

5 Enter the File extension (path to the attachment) in the text box or click Browse to search for the file.



8 To modify an Email attachment, select it from the list box in the Email Attachment List window and click Modify to display the Create Email Attachment window.



11 To delete an Email attachment, select it from the list box in the Email Attachment List window and click Delete. The system prompts you to confirm the deletion.



Email Signatures

An Email signature is a message that is attached to the end of an Email. You can add a signature to any Email sent by an authorized agent.



Create, Modify, or Delete an Email Signature1 In the Director menu, click the Email Admin > Signatures. The Email Signatures List

window opens.

2 To create an Email signature, click Create. The Create Email Signature window opens.

3 Enter a Name to identify the signature that you are creating.

4 Enter the Signature.



Aspect Software Email Greetings | 18–9


7 To modify an Email signature, select it from the list box in the Email Signature List window and click Modify to display the Create Email Signature window.



10 To delete an Email signature, select it from the list box in the Email Signature List window and click Delete. The system prompts you to confirm the deletion.



Email Greetings

You can create and store greetings for use by authorized agents.

Create, Modify, or Delete an Email Greeting1 In the Director menu, click the Email Admin > Greetings. The Email Greetings List

window opens.



2 To create an Email greeting, click Create, The Create Email Greeting window opens.

3 Enter a unique Name to reference the new greeting.

4 Enter the content of the Greeting.

5 Click Save to save entries and return to the Email Greetings List window. Notice that the name of the new greeting appears in the list.

6 Click Cancel if you do not want to save the greeting.

7 To modify an Email greeting, select the greeting from the list and click Modify to display the Create Email Greeting window.



10 To delete an Email greeting, select it from the list box in the Email Greeting List window and click Delete. The system prompts you to confirm the deletion.




Aspect Software Email Closings | 18–11

Email Closings

A closing is a message that is attached to the end of an email message. You can create and store predefined closings for use by authorized agents.

Create, Modify, or Delete Closings1 In the Director menu, click Email Admin > Closings. The Email Closing List window

opens.



2 To create an Email closing, click Create. The Create Email Closing window opens.

3 Enter the Name of the closing.

4 Enter the body Closing.

5 Click Save to save the entries and return to the Email Closing List window. The name of the new closing appears in the list.

6 Click Cancel if you do not want to save the closing.

7 To modify an Email closing, select it from the list box in the Email Closing List window and click Modify to display the Create Email Closing window.

8 Make changes and click Save to save the entry.


10 To delete an Email closing, select it from the list box and click Delete, The system prompts you to confirm the deletion.

11 Click Yes to accept the changes.

12 Click No to disregard the changes.

Email Queues

Setting an Email Queue enables you to configure email queues to assign to a service.


Aspect Software Email Queues | 18–13

Create, Modify, or Delete Queues1 In the Director menu, click Email Admin > Queues. The Email Queues List window opens.



2 To create an Email Queue, click Create. The Create Email Queue window opens.

3 Enter the Name of the queue (maximum of 80 characters).

4 Enter a Short Description (maximum of 6 characters).

5 Select the Customer Reply Address. (Mandatory).

6 Select the Inbound Reply Review Address.(Mandatory).

7 Select Unassigned Email Addresses using the Ctrl key. Click the single right arrow to move your selections to the Queue Inbound Email Address.

8 To create a new Unassigned Email Address, click Create under the list box. The Email Account List window opens.

9 Click Create. The Create Email Account window opens. Refer to "Email Accounts" for instructions about creating an Email account. The name of the new account appears in the list.


Aspect Software Email Queues | 18–15

10 To create a new Do Not Email entry, click Create under the list box. The Create Do Not Email window opens.

11 Enter the Email Address.

12 Click Save. The Do Not Email address appears in the list.

13 To modify an Email queue, select it from the list box and click Modify.

14 To delete an Email Queue, select it from the list box and click Delete. The system prompts you to confirm the deletion.

15 Click Yes to accept the changes.

16 Click No to disregard the changes.

17 Click Save.


Appendix A

Alert Messages

Action and Expression Field Descriptions

Custom Alert Messages are created in the Alert Manager component of the System Admin module. Depending on your selection of Document type and Action, the following list describes the Action and Expression Fields available to you.

The Document Types and Actions are coded and displayed with each field description. For example, the Abandoned field is coded E5 for the OSM Table Data document type. For code definitions, see the table at the end of this list:

Alert Action or Expression Field Description

Abandoned The number of calls abandoned for the Outbound table specified by the acquired TableData object. (E5)

AbandonedbyCustomer The total number of calls abandoned by customers after holding in queue.(E3)

AbandonedbySwitch The total number of calls abandoned by the Gateway Communication server after queue threshold time was exceeded.(E3, E6)

AbandonedPercent From the total dialed number, the percentage of calls abandoned (Gateway + Customer).(E3)

ActionID System Alert (E17)

ActiveSeconds The total time (in seconds) that an agent is in the Active state.(E1,E15, E16, A1, A2, A3, A4, A5)

AgentIndex The agent routing identification number mapped in the agent routing table. (E1, E16, A1, A2, A3, A4, A5)


A–2 | Alert Messages Aspect Software

AgentsInActive The total number of agents in active status.(E2, E3, E4, E8, E9, E11, E12, E13)

AgentsInHold The total number of agents in hold status.(E2, E3, E4, E8, E11, E13)

AgentsInIdle The total number of agents in idle status.(E2, E3, E4, E8, E9, E11, E12, E13)

AgentsInInternal The total number of agents in internal mode.(E2, E3, E4, E8, E9, E11, E12, E13)

AgentsInManual The total number of agents in manual mode. (E2, E3, E4, E8, E9, E11, E12, E13)

AgentsInNotReady The total number of agents in a not ready state.(E2, E3, E4, E8, E9, E11, E12, E13)

AgentsInOther The total number of agents in other mode.(E2, E3, E4, E8 E9, E11, E12, E13)

AgentsInPreview The total number of agents in preview mode(E2, E3, E13).

AgentsInWrap The total number of agents in wrap status.(E2, E3, E4, E8, E9, E11, E12, E13)

AgentsLoggedIn The total number of agents logged in.(E2, E3, E4, E8, E9, E11, E12, E13)

Application The main category under which services are created.(E1, E2, E3, E4, E5, E6, E7, E8, E9, E10, E11, E12, E13, E14, E16, A1, A2, A3, A4, A5)

ApplicationId The unique identifier (name) that is assigned to each Application.(E1, E2, E3, E4, E5, E6, E7, E8, E9, E10, E11, E12, E13, E14, E16, A1, A2, A3, A4, A5)

AverageDialRate This property returns the average dial rate by the switch for the Feed Application specified by the acquired FeedApplicationData object.(E6)



Aspect Software Action and Expression Field Descriptions | A–3

AverageDialRateForHighQueue The average number of records per hour dialed by the switch, from the high priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E7)

AverageDialRateForMediumQueue The average number of records per hour dialed by the switch, from the medium priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E7)

AverageDialRateForNormalqueue The average number of records per hour dialed by the switch, from the normal priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E7)

AverageFeedRate The average feed rate by the switch for the Feed Application specified by the acquired FeedApplicationData object.(E6)

AverageFeedRateForHighQueue The average number of records pushed from the application to the CenterCord, from the high priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E7)

AverageFeedRateForMediumQueue The average number of records pushed from the application to the CenterCord, from the medium priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E7)

AverageFeedRateForNormalQueue The average number of records pushed from the application to the CenterCord, from the normal priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E7)




AverageRequestRate The average request rate by the switch for the Feed Application specified by the acquired FeedApplicationData object.(E6)

AverageRequestRateForHighQueue The average number of requests for records by the CenterCord, from the high priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E7)

AverageRequestRateForMediumQueue The average number of requests for records by the CenterCord, from the medium priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E7)

AverageRequestRateForNormalQueue The average number of requests for records by the CenterCord, from the normal priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E7)

AvgAgentActiveTime The average time an agent spends in an active state.(E2, E3, E4, E8, E9, E11, E12, E13)

AvgAgentIdleTime The average time an agent spends in and idle state.(E2, E3, E4, E8, E9, E11, E12 E13)

AvgAgentWrapTime The average time an agent spends in a wrap state.(E2, E3, E4, E8, E9, E11, E12, E13)

AvgSpeedOfAnswer The average time customers wait in the queue before being connected to an agent.(E2, E4, E8, E9, E11, E12, E13)

AvgTimeBeforeAbandon The average time, in seconds, a call is spent in the queue before a customer hangs up.(E14)

AvgTimeInQueue The average amount of time that a call holds in the queue.(E2, E4, E8 E9, E11, E12, E13)




AvgTimeInService The average amount of time each call remains in the M3 service.(E14)

AvgTimeToAbandon The average amount of time before a call is abandoned after entering the queue.(E2, E4, E11, E13)

BadPhoneNumberCount The total number of incorrect or inaccessible phone numbers in a table. (E5)

BusyHourCallRate The current calling rate of the system (based on calling rate of number of calls that will be placed over a one-hour period).(E3)

CallsAbandonedBeforeQueue The number of call that were abandoned before entering a queue.(E2, E4, E13)

CallsAbandonedInQueue The number of calls that were abandoned while waiting in a queue.(E2, E4, E13)

CallsAnswered The total number of calls that were administered by an agent.(E2, E3, E4, E6, E8 E9, E11, E12, E13)

CallsAutoResponded The total number of inbound email messages responded by the natural language process for the service specified by the acquired AmdData object.(E8, E9, E12)

CallsDialed The total number of Outbound calls dialed for the Service during the time period.(E3, E6)

CallsInEmail The number of Email interactions performed by an agent during the time period.(E4)

CallsInProgress The number of calls currently in any state, such as Active, Unmanned, Wrap, Not Ready or Preview.(E2, E3, E13)




CallsInQueue The total number of calls currently in the queue.(E2, E3, E4, E8, E9, E11, E12, E13)

CallsInVoiceMail The total number of calls currently in Voice Mail.(E2, E13)

CallsOffered The total number of calls associated to an Inbound or CTI Service [/DNIS]. This does not include calls assigned a call action of Did Not Route, Abandoned Before Call Queue, or Call Complete.(E2, E4, E8, E9, E11, E12, E13)

CallsOverflowed The number of calls in queue on a Service for more than a threshold amount of time or because the number of calls arriving at a Service queue exceed the threshold number established for a specific number of calls.(E2, E4, E8, E9, E11, E12, E13)

CallsPendingProcessing The total number of email messages waiting to be serviced by the service specified by the acquired AmdData object.(E8, E9, E12)

CallsProvided The number of calls provided for the service specified by the acquired FeedApplicationData object.(E6)

CallsRejected The number of calls that would have been rerouted or overflowed but no reroute instructions were configured for the Service.(E2, E4, E11, E13)

CallsRerouted The number of calls that are rerouted when a call is received into a holiday, or inactive or unmanned Service.(E2, E4, E8, E9, E11, E12, E13)

CallsServicedWithinServiceLevel The number of Inbound and CTI calls for this DNIS connected to an agent within the target queue time (service period) for each service.(E2, E4, E8, E9, E11, E12, E13)




CallsTransferredToAgent The number of calls associated to the Inbound or CTI Service [/DNIS] that were connected to an agent and then transferred by that agent.(E2, E3, E4, E11, E13)

CallsTransferredToExternal The number of inbound calls that were connected to agents in the Service and transferred to an external number.(E2, E3, E13)

CallsTransferredToService The number of inbound calls that were connected to agents in the Service and transferred to another EnsemblePro Service.(E2, E3, E4, E11, E13)

ChatCalls The total number of Chat calls answered by the system for the service. It does not include calls assigned a call action of Did Not Route, Abandoned Before Call Queue, or Call Complete.(E1, E15, E16,A1, A2, A3, A4, A5)

ConferenceCalls The number of conference calls handled by an agent during the time period.(E1, E15, E16, A1, A2, A3, A4, A5)

ConsultationCalls The total number of consultations that the agent places for a certain service.(E1, E15, E16, A1, A2, A3, A4, A5)

CTICalls The total number of CTI calls answered by the agent for the service. (E1, E15, E16, A1, A2, A3, A4, A5)

CurContactsMsgPlayed The number of calls currently transferred to Inbound services.(E14)

CurContactsOffered The number of calls currently offered by the M3 service.(E14)

CurNumNoAttnRetainer The number of calls currently transferred to other M3 services.(E14)




CurrentLongestQueueWaitSeconds The total amount of time that the oldest call in the queue has been waiting for an agent.(E2, E4, E8, E9, E11, E12, E13)

CurrentQuota The target value of the defined quota measure for the service.(E3)

CurrentServiceId The unique identifier assigned to a current service.(E1, E16, A1, A2, A3, A4, A5)

Dialed The number of records from the table that have been dialed by the Gateway.(E5)

DidCalls The inbound DID (Direct Inward Dialing) calls.(E1, E15, E16, A1, A2, A3, A4, A5)

DistributionList The name of the current distribution list for the service specified by the acquired DistListMailQueueData object.(E10)

DistributionListId The ID for the distribution list specified by the acquired NotificationData object.(E10)

DistributionListIndex The sequence number of the distribution list.(E10)

EmailCalls The total number of Email calls answered by the agent for the service. (E1, E15, E16, A1, A2, A3, A4, A5)

Emailed The amount of Emails that have been sent by the service specified by the acquired DistListMailQueueData object.(E10)

EndtimeMilitary The time, in military, when the service was stopped for the service specified by the acquired DistListMailQueueData object.(E5, E10)




ExcludedCount The number of calls excluded from connection to an agent, workgroup, service, and service type.(E5)

FeedApplication Returns a collection of FeedApplications currently defined in the system.(E6)

Filter The total number of records queried.(E5)

FilterId The unique identifier assigned to the filter criteria set up for a specific search.(E5)

FirstName The given name of a caller in a contact record.(E1, E16, A1, A2, A3, A4, A5)

Hangup The number of connected calls where the party disconnected before the call was connected to an agent, either with or without holding.(E3)

HeldCalls The number of calls by a Service in a “hold” queue.(E1, E15, E16, A1, A2, A3, A4, A5)

HeldSeconds The average time in seconds that all held calls by Service were in a “hold” queue.(E1, E15, E16, A1, A2, A3, A4, A5)

HitRate The total number of positive voice connects.(E3)

IdleSeconds The total number of seconds in which agents are available to accept calls.(E1, E15, E16, A1, A2, A3, A4, A5)

InboundCalls The total number of inbound calls answered by the agent for the service. (E1, E15, E16, A1, A2, A3, A4, A5)

InProgress The number of calls being dialed by the acquired TableData object.(E5)




InternalCalls The total number of calls that an agent has placed internally (to agents and directors).(E1, E15, E16,A1, A2, A3, A4, A5)

InternalSeconds The total time in seconds that calls were placed internally.(E1, E15, E16, A1, A2, A3, A4, A5)

LastDisposition The name of the last disposition returned in the query.(E1, E16, A1, A2, A3, A4, A5)

LastDispositionId The unique identifier that is assigned to the last disposition.(E1, E16, A1, A2, A3, A4, A5)

LastName The surname or family name in a caller contact record.(E1, E16, A1, A2, A3, A4, A5)

LeftToBeDialed The remaining number of records in a table that are left to be dialed.(E5)

LeftToBeEmailed The amount of Emails that have not yet been sent by the service specified by the acquired DistListMailQueueData object.(E10)

LoggedInSeconds The time (in seconds) when the agent or agents in a WorkGroup logged in.(E1, E15, E16,A1, A2, A3, A4, A5)

LongestTimeInService The maximum amount of time (duration) that a call was in the service.(E14)

MailQueue The current mail queue for the service specified by the acquired DistListMailQueueData object.(E10)

MailQueueId The mail queue ID for the service specified by the acquired NotificationData object.(E10)




ManualCalls The number of manually dialed calls made by the agent to another agent, a director, or a destination outside of the EnsemblePro system during the time period.(E1, E15, E16, A1, A2, A3, A4, A5)

ManualSeconds The total time in seconds that involved manual dial calls.(E1, E15, E16, A1, A2, A3, A4, A5)

MaxCallsInQueue The maximum number of calls holding in queue since service was started.(E2, E3, E4, E8, E9, E11, E12, E13)

MaxQuota The quota set for the outbound service. It indicates maximum number of records to be dialed for the service.(E3)

MaxWaitInQueue The total time in seconds for a call waiting in queue.The maximum wait time in queue for the service.(E2, E4, E8, E9, E11, E12, E13)

Message System Alert (E17)

MessagesInReviewList The total number of email messages pending review by Center Directors for the service specified by the acquired AmdData object.(E8, E9, E12)

MonitoringCalls The number of Monitoring Calls made by the agent.(E1, E16, A1, A2, A3, A4, A5)

NotReadySeconds The number of seconds the agent was not ready to receive calls.(E1, E15, E16, A1, A2, A3, A4, A5)

NumberDeletedInHighQueue The number of delete requests, from the high queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E1, E7)




NumberDeletedInMediumQueue The number of delete requests, from the medium queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E1, E7)

NumberDeletedInNormalQueue The number of delete requests, from the normal queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E1, E7)

NumberDialedFromHighQueue The total number of records dialed from midnight or from service startup by the switch, from the high priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E7)

NumberDialedFromMediumQueue .The total number of records dialed from midnight or from service startup by the switch, from the medium priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E7)

NumberDialedFromNormalQueue The total number of records dialed from midnight or from service startup by the switch, from the normal priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E7)

NumberofCallBacks The total number of calls in which an agent has scheduled a callback.(E1, E15, E16, A1, A2, A3, A4, A5)

NumberOfOutboundEMails The total number of email messages that have been sent by the service specified by the acquired AmdData object.(E8 E9, E12)

NumberOfRecordsInHighQueue The number of records currently in queue, from the high priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E7)




NumberOfRecordsInMediumQueue The number of records currently in queue, from the medium priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E7)

NumberOfRecordsInNormalQueue The number of records currently in queue, from the normal priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E7)

NumberofRefusals The total number of calls in which callers rejected an offer. (E1, E15, E16, A1, A2, A3, A4, A5)

NumberOfSales The total number of outbound calls assigned a sales disposition code.(E3)

NumberOfSuccesses The number of calls dialed from the call table for which an agent entered a success disposition.(E1, E15, E16, A1, A2, A3, A4, A5)

NumberPrioritizedInHighQueue The number of prioritization requests, from the high priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E7)

NumberPrioritizedInMediumQueue The number of prioritization requests, from the medium priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E7)

NumberPrioritizedInNormalQueue The number of prioritization requests, from the normal priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E7)




NumberProvidedInHighQueue The number of records fed to the CenterCord, from the high priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E7)

NumberProvidedInMediumQueue The number of records fed to the CenterCord, from the medium priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E7)

NumberProvidedInNormalQueue The number of records fed to the CenterCord, from the normal priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E7)

NumberRequestedInHighQueue The total number of requests for records by the CenterCord, from the high priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E7)

NumberRequestedInMediumQueue The total number of requests for records by the CenterCord, from the medium priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E7)

NumberRequestedInNormalQueue The total number of requests for records by the CenterCord, from the normal priority queue, for the Feed Application specified by the acquired FeedApplicationQueueData object.(E7)

NumCallsAbandoned The total number of calls abandoned.(E14)

NumCallsAgentXfer The total number of calls transferred to agents since midnight or service startup, whichever occurs later.(E14)




NumCallsChatXfer The total number of calls transferred to Chat services since midnight or service startup, whichever occurs later.(E14)

NumCallsEmailXfer The total number of calls transferred to Email services since midnight or service startup, whichever occurs later.(E14)

NumCallsExternalXfer The total number of calls transferred to external sources since midnight or service startup, whichever occurs later.(E14)

NumCallsInboundRoute The total number of calls transferred to Inbound services since midnight or service startup, whichever occurs later.(E14)

NumCallsTerminated The total number of calls terminated since midnight or service startup, whichever occurs later.(E14)

NumCallsWorkflowXfer The total number of calls transferred to Workflow services since midnight or service startup, whichever occurs later.(E14)

NumVoiceMailXfer The total number of calls transferred to Voice Mail since midnight or service startup, whichever occurs later.(E14)

Occupancy The productive time of an agent for the service.(E2, E3, E4, E8, E9, E11, E12, E13)

OtherSeconds The call time (in seconds) spent by the agent in a service other than the current service.(E1, E15, E16, A1, A2, A3, A4, A5)

OutboundCalls The total number of Outbound calls answered by the agent for the service. (E1, E15, E16, A1, A2, A3, A4, A5)




PeakHourCallRate The maximum number of seconds taken to dial 100 calls for the service.(E3)

PercentServiceWithinServiceLevel The percentage of all offered calls for the service that was connected to an agent within the target queue time (service period).(E2, E4, E8, E9, E11, E12, E13)

PlayMessage The number of times a message was played after a phone call was picked up for the service.(E3)

PlayScript The number of times a script was run after a phone call was picked up for the service.(E3)

PreviewSeconds The time (in seconds) that was spend in viewing in advance in seconds.(E1, E15, E16, A1, A2, A3, A4, A5)

RecordsProcessed The number of records processed for the Outbound table.(E5)

RGBusyQueueCount The total number of calls placed in the Resource Group (Gateway) busy queue. When an Outbound call is dialed and the Gateway is busy, the number dialed is put into this queue for dialing at a later time.(E5)

ScheduledCallBacks The number of records that an agent has scheduled for a callback.(E3, E5)

Selected The number of records that will be dialed by the service.(E5, E10)

SendFailedCount The total number of Emails that the service specified by the acquired DistLisatMailQueueData object could not send.(E10)




SendDigits The amount of times a beeper message was sent after a phone call was picked up for the service.(E3)

SendFax The amount of times a fax message was sent after a phone call was picked up for the service.(E3)

ServerID System Alert (E17)

ServerityLevelID System Alert (E17)

Service A dialing strategy for Outbound calls, or a call handling strategy for Inbound calls. Equivalent to a campaign.(E1, E2, E3, E4, E5, E6, E7, E8, E9, E10, E11, E12, E13, E14, E16, A1, A2, A3, A4, A5)

ServiceId The unique identifier assigned to a service.(E1, E2, E3, E4, E5, E6, E7, E8, E9, E10, E11, E12, E13, E14, E16, A1, A2, A3, A4, A5)

ServiceTableId The unique identifier assigned to a service table.(E5)

ServiceType The name of the service type for the service.(E1, E2, E3, E4, E5, E6, E7, E8, E9, E10, E11, E12, E13, E14, E16, A1, A2, A3, A4, A5)

ServiceTypeId The service-type ID for the service.(E1, E2, E3, E4, E5, E6, E7, E8, E9, E10, E11, E12, E13, E14, E16, A1, A2, A3, A4, A5)

SiteID System Alert (E17)

StartTimeMilitary The time that the system began to dial numbers. Military time is expressed as 00-23 with midnight as 00, 1:00 A.M. is 01, 1:00 P.M. is 13, and so on.(E2, E3, E4, E5, E6, E7, E8, E9, E10, E11, E12, E13, E14)




StateID System Alert (E17)

Station The station to which the agent belongs.(E1, E16, A1, A2, A3, A4, A5)

Status The description of the current state of the agent specified. For example, Not Ready, Park, or Logged Out.(E1, E2, E3, E4, E5, E6, E8, E9, E10, E11, E12, E13, E14, E16, A1, A2, A3, A4, A5)

StatusId The unique identifier assigned to an agent status.(E1, E2, E3, E4, E5, E6, E8, E9, E10, E11, E12, E13, E14, E16, A1, A2, A3, A4, A5)

StatusReason A preset explanation of why an agent is in a particular status. For example, Lunch, Morning Break, Afternoon Break, Restroom.(E1, E16, A1, A2, A3, A4, A5)

StatusReasonId The unique identifier assigned to a particular status reason.(E1, E16, A1, A2, A3, A4, A5)

StatusSeconds The number of seconds the agent has been in their current state.(E1, E16, A1, A2, A3, A4, A5)

StatusStartTimeMilitary The time, in military, when the service was started.(E1, E16, A1, A2, A3, A4, A5)

StopTimeMilitary The time, in military, when the service was stopped.(E2, E3, E4, E5, E6, E8, E9, E11, E12, E13, E14)

TableId The unique identifier for the service table.(E5)

TableName The name of the table.(E5)

TimeZoneFailureCount The number of calls that failed to connect due to incorrect scheduled time zone parameters.(E5)




TotalContactsMsgPlayed The total number of calls transferred to Inbound services since midnight or service startup, whichever occurs later.(E14)

TotalContactsOffered The total number of calls offered by the M3 service since midnight or service startup, whichever occurs later.(E14)

TotalNumNoAttnRetainer The total number of calls tranferred to other M3 services since midnight or service start, whichever occurs later.(E14)

Touched The number of records in queue.(E5)

TransferredCalls The number of Inbound, CTI, or outbound calls that were transferred by the agent to another agent service or external number during the time period.(E1, E15, E16, A1, A2, A3, A4, A5)

TypeID System Alert (E17)

UserId The unique identifier used to identify an EnsemblePro user.(E1, E16, A1, A2, A3, A4, A5)

WorkflowCalls The total number of Workflow calls answered by the agent for the service.(E1, E15, E16, A1, A2, A3, A4, A5)

Workgroup An assembly of agents who have a common trait, such as a common shift, the same skill set, or who might be dedicated to the same service or customer. (E1, E15, E16, A1, A2, A3, A4, A5)

WorkgroupID The unique identifier assigned to an EnsemblePro workgroup.(E1, E15, E16, A1, A2, A3, A4, A5)




The codes are defined in the following list:

WrapSeconds The time in seconds that elapsed between an agent or customer ending a contact and the agent entering a disposition code for the contact, if necessary.(E1, E15, E16, A1, A2, A3, A4, A5)

Document Type or Action Code

OSM Agent Data E1

OSM Inbound Data E2

OSM Outbound Data E3

OSM Chat Data E4

OSM Table Data E5

OSM Feed Application Data E6

OSM Feed Application Queue Data E7

OSM Email Data E8

OSM Email Summary by Queue Data E9

OSM Dist List Mail Queue Data E10

OSM Workflow Data E11

OSM Email Self Service Summary Data E12

OSM CTI Data E13

OSM M3 Data E14

OSM Workgroup Data E15

OSM Agent Summary E16

System Alert E17

Actions:

Send Email A1

Run Application A2

TextToSpeech A3




Sent System Alert to Alert Viewer A4

Send Application Alert to Alert Viewer A5

Document Type or Action Code


AA–22 | Alert Messages Aspect Software


Appendix B

User and Telephony Settings

This section defines the User and telephony settings that are assigned to a new agent or director user in the Create User window of the User Admin module.

To access this window, click User Admin > Users > Create from the Director menu.

See "Creating New EnsemblePro Users" for detailed instructions about creating user and telephony settings for a new User.

In this section:

• "User Roles"

• "Allow Settings"

• "Manual Dial Settings"

• "Internal Dialing Settings"

• "Mailbox Settings"

User Roles

• Agent - Enables a particular User ID when the agent application is launched. An agent is the associate logged on to the system ready to make or take calls.

• Director - Enables a particular User ID when the Director application is launched. The Director application enables a user to create and manage the dialing activity in a contact center environment. It is used by Center Directors, Supervisors, and Administrators to perform an array of tasks, depending on his or her assigned Director role.

Allow Settings

Allow settings are options found on the System Admin > User > Create User window.

Selecting the check box for each of these settings (i.e. making a check box appear next to the option) makes their respective buttons appear on the agent and director Telephony bar.

• Hangup - Enables the user to hang up and disconnect from the contact.

Aspect SoftwareConfidential Unified Director User Guide

B–2 | User and Telephony Settings Aspect Software

• Hold - Enables the user to place the contact on hold. Caller hears Music on Hold or silence depending on the how the system is set up.

• Record - Enables the Record button on the agent and director Telephony bar. Clicking the Record button on the Telephony bar records all sides of the conversation.

• Play - Enables an agent or director to play back any recordings they created by opening the Unified Message Viewer (cassette tape icon on the Telephony bar) and selecting Media Recordings.

• Service Voice Mail - Enables users assigned to a particular service to play back service voice mail recordings placed for that service.

• 3-Way - Enables a user to dial another party while still connected to the initial party. 3-Way is used for Consultation, Conferencing, or Call Transfers.

The following settings work in conjunction with the 3-Way button:

• Blind Transfer - Enables a user to send the contact to another party (i.e. another agent, director, service, or external number) unannounced. For example, if an agent transfers a contact to a different service, the agent would not have to stay “in queue” with the contact if Blinds Transfer is enabled.

• Conference - Enables a user to talk to two parties as the same time. All parties can speak and listen to each other. Besides an agent and a Customer, the third party could be a director, another agent, or an external number.

• Consultation - Enables a user to talk to a third party while a Customer is on hold, or talk to a Customer while the third party is on hold. All three parties would not be able to talk to one another or listen to one another at the same time.

• 3rd Party Hangup - Enables a user to hang up on any one party during a 3-Way contact and continue to talk to the remaining party.

• Warm Transfer to Inbound Service - Enables the originating agent to consult with the terminating agent before transferring a call to an Inbound service. When an agent receives a transferred call, they are no longer available to take other calls. Once the terminating agent receives the call, the originating agent is removed from the call.

NOTE • A Director must be assigned to a particular service to receive open, view, and play service voice mail recordings for that service. He or she must be logged in as an agent and then assigned to the service. For a Director to be logged in as an agent, they must be assigned to both director and agent user roles.

• If a recording is played back while the user is speaking with another party on the phone, that party will also hear the recording playback.


Aspect Software Manual Dial Settings | B–3

Manual Dial Settings

• Allow Manual Dialing - Enables the Dial button on the agent and director Telephony bar. It allows users to place calls to external numbers by dialing the number by hand, creating or selecting a number from a speed dial list, or calling a currently logged on director or agent by selecting their User ID from a list. Also known as “free dial” in other Aspect products.

The following settings work in conjunction with Allow Manual Dialing:

• Display Service List - Used for reporting. Displays a list of EnsemblePro services to which an agent is assigned when they click the Dial button. An agent selects a service from the list which indicates that the manual call they are about to place is related to that service. Selecting a service from the list is optional, which means an agent can still dial without selecting a service from the list.

• Require a Service - Used for reporting. Displays a list of EnsemblePro services to which an agent is assigned when they click the Dial button. An agent must select a service from the list, which indicates that they are about to place a call that is related to that service. An agent cannot dial without selecting a service from the list.

Internal Dialing Settings

The following settings work in conjunction with Allow Manual Dialing:

• Agents - Controls access to the Agent tab when the Dial button is clicked on the Telephony bar. Enable this setting to allow a user to place a call directly to a specific agent on the EnsemblePro system.

• Directors - Controls access to the Director tab when the Dial button is clicked on the Telephony bar. Enabling this setting allows a user to place a call directly to a specific Director on the EnsemblePro system.

NOTE • Require a Service also determines the amount of out dial access allowed to place the call. For example, the agent personal setting in the Numbering Plan might only allow toll free numbers to be dialed, but by selecting a Service, the out dial access assigned to the Service would prevail, which allows numbers other than the toll free numbers to be dialed.

• Services and users may have differing amounts of out dial access. If you select both Display Service List and Require a Service, the service out dial access settings prevail over the agent personal settings.

• Manually dialed calls also appear in reports for the service.


B–4 | User and Telephony Settings Aspect Software

Mailbox Settings

• Range - Depending on voice mail configuration, a user can select a number range in which to assign a User ID. For example, agents might have a mailbox number from 10001 to 10999, Directors might have a voice mail number from 20001 to 20999, and Inbound services might have a mailbox number from 30001 to 30999.

• Voice Mail Number - The system voice mail number to which the user is assigned. This number can be changed to any number within the selected mailbox range.

• Email Address - Email Address is a mandatory entry for all User IDs but is intended for use with Email services. If Email services are configured on the system, the email password associated with a User ID must be identical to the User ID password and the Windows log on password.

• Email Protocol - Email Protocol is a mandatory entry for all User IDs but is intended for use with Email services. If Email services are configured on the system, Email Protocol references the email protocol type of the email system post office of the user.


Appendix C

Component Setting Definitions

This section defines the various component settings that are used in the service modules of EnsemblePro Unified Director. All of the pre-recorded system messages, queue types, voice settings, reroute reasons, and priority definitions are defined in this section.

In this section:

• "Messages"

• "Queue Types"

• "Voice Settings"

• "Reroute Reasons"

• "Priority Template Definitions"

• "Recording Format and Type Definitions"


C–2 | Component Setting Definitions Aspect Software

Messages

The following pre-recorded system Messages are available in EnsemblePro and are configured in the modules listed below:

• Inbound service: Inbound service > Create > General tab > Service Message

• Inbound service: Inbound service > Create > Audio tab > Whisper Message

• Outbound service: Outbound service > Create > General tab > Service Message

• User Admin: User Admin > Users > [User Information section] > User Message

• Attention Retainers: System Admin > Attention Retainers > Voice tab > Add > Message

• Attention Retainers: System Admin > Attention Retainers > Chat tab > Add > Message


Aspect Software Messages | C–3

Auto Attendant

aa_acceptaa_AcceptRecordingaa_Actionaa_ActiveCallsaa_AlternateNumberaa_BeginRecordingaa_ByNameaa_CallbackScheduledaa_CallingFromNumberaa_CellularNumberaa_ContactDisabledaa_ContqactEnabledaa_ContactMeaa_ContactPorWGaa_DailByNameOrRedialaa_Dialing Operatoraa_DropConfContinueaa_DropContinueaa_DropThisPartyaa_DropThisPartyConfaa_Emailaa_EnterAlternateNumberaa_EnterCellularNumberaa_EnterExtensionaa_EnterExtensionNumberaa_EnterHomeNumberaa_EnterLineNumberaa_EnterOfficeNumberaa_EnterPassowordaa_EnterSnoozeMinutesaa_EnterUserIdaa_EnterYourNumberaa_Failedaa_FirstNameaa_FirstNameCharsaa_FirstOrLastNameaa_HangUpForContactaa_HangupForDialbackaa_HomeNumberaa_InvalidLineNumber

aa_IsCorectaa_IsNowDisconnectedaa_LastNameaa_LastNameCharsaa_LineNumberaa_ListAgainaa_ListOfLinesaa_LoginFailedaa_LoginSuccessaa_ModifyProfileaa_namesFoundaa_NoActiveCallsaa_NoLinesaa_NoNameaa_NotActiveaa_NotAvailaa_NotAvailableaa_NotDefinedaa_NotMultiLineaa_NowDialingaa_NumberUpdatedaa_OfficeCellHomeaa_OfficeExtensionaa_OfficeNumberaa_PartyToDropaa_PartyToPickupaa_PhoneNumber aa_PickOneaa_Profileaa_RecAvailaa_RecordNameaa_SipURIaa_SnoozeTooShortaa_Sorryaa_TooFewPartiesaa_Unathorizedaa_UseThisNumberaa_YouEntered



Inbound

acd_deafultactiveacd_defaultholdacd_defaultholidayacd_defaultinactivedisabledacd_defaultunmannedacd_estimatedholdtimeacd_playmusicacd_qpos-holdtime

Miscellaneous

agentholdgreeting

DefaultEnglish

misc_farsidedisconmisc_inboundmisc_monitorsecuritymisc_notinservicemisc_passcode

Music

music_genericchristmasmusic_genericclassicalmusic_genericcounrymusic_genericjazzmusic_genericoperamusic_genericpopmusic_genericrock



Remote Monitoring

rm_abouttomonitoragentrm_AboutToMonitorServicerm_agentalreadymonitoredrm_agentconferencedstaterm_agentconsultingstaterm_agentdialingstaterm_agentheldstaterm_agentidlestaterm_agentisinrm_agentloggedoutstaterm_agentnotavailablerm_agentnotloggedinrm_agentnotreadystaterm_agentselectionrm_agentwrapupstaterm_enterremotemonitoringrm_enterserviceIidrm_enteryourcustomercoderm_enteryourpinnumberrm_finishagentmonitoringrm_finishservicemonitoringrm_getfirst3lettersofagentslastnamerm_goodbyrm_incorrectpinnumberrm_invalidmenuselectionrm_isthiscorrectservicerm_isthisthecorrectagentrm_listservices

rm_monitorfailedrm_monitoringstoppedrm_monitortypemenurm_noactiveservicesrm_noagentsfoundrm_noresourcesavailablerm_notauthorizedrm_notconfiguredrm_relistenagentlistrm_relistenservicerm_retrycurrentrequestrm_selectaservicetomonitorrm_servicefailedstaterm_serviceholidaystaterm_serviceidrm_serviceidnotfoundrm_serviceinactivestaterm_serviceisinrm_servicenotactiverm_servicepausedstaterm_serviceunmannedstaterm_servicewaitstaterm_technicaldifficultiesrm_unabletofindservicerm_userinformationnotfoundrm_waitingfornewcallrm_youhaveselected

Tone

SoloRecordATTonetone_systembusytone_systemdialtone_systemfastbusytone_systemringbacktone_systemsit



Voice Mail Messages

vm_attemptingtotransferyoutotheoperatorvm_atthetonebeginrecordingyourbroadcastvm_atthetonebeginrecordingyourmailboxvm_atthetonebeginrecordingyourmessagevm_atthetonebeginrecordingyouronholdvm_atthetonebeginpressingthedigitsofyourmboxvm_broadcastmsgvm_broadcastmsgnumbervm_deletedmsgnumbervm_deletedmsgsvm_endofbroadcastmsgsvm_endofdeletedmsgsvm_endofnewmessagesvm__endofoldmessagesvm_enterthemailboxnumbernowvm_enterthemailboxnumberofthemessagevm_ForwardingDestinationTypevm_goodbyvm_ifthisiscorrectpress#pressanyothervm_ifyouwouldliketobetransferredtoanop

vm_ifyouwouldliketoleaveanintovm_imsorrytheensembleprovmsystemisvm_initiatingsystemwidemsgbroadcastvm_leaveanintrovm_listennewvm_listenoldvm_mailboxnumbervm_mainmenupress1throu0vm_mainmenupress1throu4vm_messagedeletedvm_newmessagevm_newmessagenumbervm_newmessagesvm_oldmessagevm_oldmessagenumbervm_oldmessages

vm_pleaseenteryourmailboxspinnumbertvm_press1tochangeyourmailboxspin_thvm_press1tocontinuetonextmsgpress2tvm_press1tocontinuetothenextbroadcastvm_press1tocontinuetothenextmessagevm_press1tolistenotnewmessages_thruvm_press1tolistentomessages_thru4vm_press1torecordanewmailboxgreetingvm_press1torecordanewmailboxname_tlvm_press1torecordanewmailboxonholdgvm_press1toreviewyourintro-thru4vm_press1toreviewyourmailboxesonholdvm_press1toreviewyourmailboxesonholdvm_press1toreviewyourmailboxsgreetinvm_press1toreviewyourmailboxsgreetinvm_press1toreviewyourmessage_thru4vm_press1tosavethisasyournewpinthru_vm_pressthe#keywhenyouhavefinished



vm_systerrthevoicemailsysadmintableisivm_theensembleprovoicemailsystemiscvm_theintendedrecipientofyourmsgcannvm_theintendedrecipientsmboxisfullvm_theintendedrecipientsmboxisinactivvm_themailboxyouqueriedisnotactivevm_themailboxyouqueriedisnotinthesystvm_themsgwasrestoredvm_theoperatoriscurrentlyunavailablevm_thepinnumberyouenteredisnotvalidfovm_thevmsystemiscurrentlyunabletoprovm_thevoicemailsystemisunabletosaveyvm_thevoicemailsystemwasunabletoretrvm_thisistheensembleprovoicemailnotifvm_toadminyourstandardmboxgreeting

vm_toconfirmdeletionpress#vm_tocontinuelisteningtomsgspress1_tlvm_tothemailboxofvm_warningyourmboxisfullnonewmessagvm_welcometotheensembleprovoicemailvm_youhaveenterentedaninvalidpinyourpinrvm_youhaveenteredaninvalidselectionvm_youhave_vm_yourbroadcastiscompletevm_yourcallhasbeentransferredtotheensvm_yourmailboxsgreetinghasbeendeletevm_yourmailboxgreetinghasbeensavedvm_yourmailboxsnamehasbeensavedvm_yourmailboxsnamerecordinghasbeenvm_yourmessagehasforwardedvm_yourmessagewassuccessfullysentvm_yourmessagewastoosmalltosavevm_yourmsgwillbeforwardedtovm_yournewpinhasbeensavedvm_yournewpinhasbeensavedvm_yournewpinisvm_youronholdgreetinghasbeendeletedvm_youronholdgreetinghasbeensavedvm_youwillnowbeallowedtolistentoyourdeletedmessages



Queue Types

A Queue type determines which method of routing agents is used on a service. A Queue type is typically used with a Static Priority setting and a Priority Template to determine which service contact is answered next and then which agent will receive the contact. Refer to "Priorities" for detailed information on setting Priorities.

Queue type is configured in the Inbound, CTI, Outbound, Chat, Email, and Workflow, services.

To configure queue types, click [service] > Create > Queue tab.

• Circular - This method of routing allows for an equal distribution of workflow tasks to agents. The skill profile of the agent is not used and tasks are simply distributed to agents in order.

The first agent receives a contact, the second agent in the queue receives the next contact, and even if the first two agents returned to an idle mode, the next contact goes to the third agent. This chronological sequence is followed until the last agent in the queue receives a contact and the routing begins again with the agent at the top of the list.

• Terminal - This method of routing is a simplified form of Skills-Based Routing (SBR). agents are ranked in the workflow service by the supervisor or director. The next workflow task from the queue is delivered to the highest ranked agent available.

The first agent receives a contact and the following contacts go to agents in second and subsequent places in the queue only when the first agent is on an active contact. If the second agent is available, the contacts continue to go to that agent only until the first agent in the queue becomes available once again. Remember that based on this contact routing method, the agents at the end of the queue may never receive a contact. This type of routing can be used as a substitute for skills-based routing, since the more skilled agents are placed at the top of the queue and always receive a contact first.

• Skills-Based Routing (SBR) - This method of routing enables workflow tasks to be routed to the best available agent to handle the task.

The agent that possesses the most adequate set of skills based on the skill requirements for the service, receives the first contact. The rest of the contacts follow in the order of skill-level. Contacts are passed to agents with lower skill weights only when more highly skilled agents are unavailable. If the agent skills are equal, the contact goes to the agent that has been idle the longest amount of time.

• Longest Idle - Workflow tasks are routed to the agent with the longest idle time. The agent receives the next contact (regardless of the agent place in the queue). Once the agent has taken a contact, the next contact goes to the agent with the next longest idle time.


Aspect Software Voice Settings | C–9

Voice Settings

Voice settings are configured in the Inbound, CTI, Outbound, Chat, Email, and Workflow, services.

To configure voice settings, click [service] > Create > Agent Settings tab.

• Place Voice Calls—Enables users to make external or internal contacts while they are in wrap mode (used in Inbound, CTI, Outbound, Chat, Email, and Workflow services).

• Hangup—Enables the user to hang up or disconnect from the contact (used in Inbound, CTI, Outbound, Chat, Email, and Workflow services).

• Hold—Enables the user to place the contact on hold. The caller hears Music on Hold or silence depending on how the system is configured (used in Inbound, CTI, Outbound, Chat, Email, and Workflow services).

• Record—Enables the Record button on the agent or director desktop. Clicking the Record button begins recording the conversation. All participants in the conversation, including the agent (whether originating or transferred or both), the Supervisor or Director (if participating in the conversation), and the contact are recorded. Options within each service allow you to specify whether both parties must be recorded, just the agent, or just the customer (used in Inbound, Outbound, Chat, Email, and Workflow services).

• Play—Enables an agent or director to play back any recordings that they created by opening the Unified Message Viewer (cassette tape icon on Telephony bar) and selecting Media Recordings. The default view is current day recordings, but an agent is able to access recordings they made a year ago (used in Inbound, Outbound, Chat, Email, and Workflow services).

• Service Voice Mail—Enables an agent or director to play back any voice mail recordings placed for a service. The user only has access to the voice mail they are authorized to hear (used in Inbound and Outbound services).

• Knowledge Base—Enables an agent or director to access the Knowledge Base (used in Inbound, Outbound, and CTI services).

• Phone Change In Preview—Enables an agent or director to change the preselected phone number that appears in the Place a Call window. The Place a Call window opens when an agent clicks the Dial button on the agent telephony bar (used in Outbound Services only).

• Record on External Call Logger/Manual Mode—Enables the Record button on the agent/director telephony bar. Clicking the Record button on the telephony bar begins recording all sides of a conversation. Manual call logging is used when a contact center wants to record only portions of calls (for example, verification of account information or key call sections). Logging of the call starts at agent connect. Recording is started and stopped manually at some point

NOTE If a recording is played back while a user is speaking with another party on that phone, that party will also hear the recording playback.



during the call. Call logging ends at record termination. Refer to the EnsemblePro External Call Logger Interface Guide for more detailed information on External Call Logging (used in CTI only).

• Preemptive Focus—Enables the user to set call data dialog to preempt (be placed in front of) all other open windows on the agent desktop (used in Inbound, CTI, Outbound, Email, Chat, Workflow, and M3 services).

• 3-Way—Enables the user to dial another party while still connected to the initial party. 3-Way is used for Consultation, Conferencing, or Call Transfers (used in Inbound, CTI, and Outbound, services).

The following settings work in conjunction with the 3-Way button.

• Blind Transfer—Enables the user to send the contact to another party (such as another agent, director, service, or external number) unannounced. For example, if an agent transfers a contact to a different service, the agent would not have to stay “in queue” with the contact if Blinds Transfer is enabled (used in Inbound, CTI, and Outbound services).

• Conference—Enables the user to talk to two parties as the same time. All parties speak and listen to each other. Besides the agent and the customer, the 3rd party could be a director, another agent, or an External number (used in Inbound, CTI, and Outbound services).

• Consultation—Enables the user to talk to a 3rd party while the Customer is on hold, or talk to the Customer while the 3rd party is on hold. All three parties would not be able to talk to one another or listen to one another at the same time (used in Inbound, CTI, and Outbound services).

• 3rd Party Hangup—Enables the user to hang up on any one party during the 3-Way and continue to talk to the remaining party (used in Inbound, CTI, and Outbound services).

• Warm Transfer to Inbound—Enables the originating agent to consult with the terminating agent before transferring a call to an Inbound service. When an agent receives a transferred call, they are no longer available to take other calls. Once the terminating agent receives the call, the originating agent is removed from the call (used in Inbound and Outbound services)

• Warm Transfer to CTI—Enables the originating agent to consult with the terminating agent before transferring a contact to a CTI service. When an agent receives a transferred contact, they are no longer available to take other contacts. Once the terminating agent receives the contact, the originating agent is removed from the contact (used in CTI services only).

Screen Capture• Screen Capture—Enables the system to record the agent screen along with the audio

recording (this functionality is set on the Recording tab in the Inbound, CTI, Outbound services).


Aspect Software Reroute Reasons | C–11

Reroute Reasons

Reroute Reasons are configured in the Inbound (Answer Profile tab), Chat (Chat Profile tab), Email (Inbound tab), Workflow (Answer Profile tab), M3 service (Answer Profile tab) and the Numbering Plan (User Reroute tab).

To set up Reroute Reasons, click [service] > Create > [tab].

Predefined Reasons appear in the ReRoutes section:

• Holiday—Enables requests to be rerouted on days designated as holidays if there are no agents logged in to receive calls.

• Inactive/Disabled—If a request is made to reach a service that has been manually disabled or a request is made to reach an inactive service (based on scheduled start and stop times), calls are rerouted to another service or to voice mail.

• Queue Max Length—Contact center managers provision the maximum number of calls that they want in a queue at any point in time. If the maximum threshold is reached, calls are rerouted to another service or to voice mail.

• Queue Max Time—Contact center managers set the maximum time (in seconds) that they will allow a caller to wait in queue. If the wait time in a queue has reached the maximum time provisioned, calls are rerouted to another service or to voice mail.

• Unmanned—If a service is active, but there are no agents logged into it (or all agents are on break), calls are rerouted to another service or to voice mail.



Priority Template Definitions

Priority Templates contain factors based on service goals that enable the EnsemblePro system to determine which service contact will be handled next if there is more than one service and more than one agent assigned to a single session or schedule.

When creating a priority template, service goals are used to define the various factors that have an impact on the order in which a contact is placed in service. Service goals establish customized control on routing contacts, such as setting thresholds for a target number of contacts in queue, and a target length of wait time before contacts are rerouted. Factors in a priority template control the order in which these contacts are routed or rerouted to agents.

Priority templates weight the various factors in order of their importance to a service. These weightings are then compared against other priority template weightings to determine the order in which a contact is received when there are competing services in a single session or schedule.

A Priority factor is designated a numerical value between 0 and 10 (weight) and is set when creating a Priority template. Some factors consider a higher numerical value as the higher priority condition, while others consider a lower numerical value as a higher priority.

For more detailed information on setting individual service goals, refer to the following topics in their respective services:

• "Answer Profile Tab (Inbound Service)"

• "Answer Profile Tab (CTI Service)"

• "Answer Profile Tab (Workflow Service)"

• "Dial Profile Tab (Outbound Service)"

• "Chat Profile Tab (Chat Service)"

• "Inbound Tab (Email Service)"

NOTE There are three priority methods that are used to determine contact order receipt and placement, Static, Dynamic (Priority Template), and Queue Type. Refer to "Priorities" for more detailed information on these priority methods.


Aspect Software Priority Template Definitions | C–13

Priority Template Factor DefinitionsThe following list provides a description of the various factors used in creating a Priority Template and examples of how they are used. Some of the factors consider the higher value as the higher priority condition, while others consider a lower value as a higher priority. In the following definitions, the letter H or L defines which value is considered the higher priority.

• Wait Time: Evaluates how long a call has been queue.There are two factors that address wait time:

• Absolute Longest Wait (H): Based on the longest wait of calls in competing services. The business goal is to process the contact that has been waiting the longest amount of time in a queue. The service with the highest call wait time will have a higher priority.

• Relative Wait (H): Based on the goal service time that is defined in the Answer tab or Dial Profile tab of the service. The business goal is to process the contact that has been waiting the longest, relative to the Goal Service Time setting in the service.

Formula: (Relative Wait = Absolute Longest Wait / Goal Service Time)

Result: Service A has the higher priority.

• Time to Goal Service Time (L): Based on the amount of time the contact was held compared to the Goal Service Time for each service. The business goal is to process the contact that is closest to, or has exceeded the goal Service Time setting in the service.

Formula: (Time to Goal Service Time = Goal Service Time - Absolute Longest Wait)

NOTE The Goal Service Time is set in the Answer Profile tabs (Inbound, CTI, and Workflow services), the Dial Profile tab (Outbound service), the Chat tab (Chat service), and the Inbound tab (Email service).

Service A Service B

Absolute Longest Wait

5 seconds 10 seconds

Goal Service Time 10 seconds 40 seconds

Relative Wait 0.5 seconds 0.25 seconds

Time to Goal Time Service A Service B

Goal Service Time 20 seconds 45 seconds

Absolute Longest Wait




Result: Service B has the higher priority.

• Number of Calls in Service: The two selections are:

• Absolute # of Calls in Queue (H): Based on the total number of calls in queue in competing services. The business goal is to process a contact from the service that has the most calls waiting, relative to the Goal Service Length setting in the service.

• Relative # of Calls in Queue (H): Based on the total number of contacts in queue, relative to the Goal Queue Length set for the service. The business goal is to process a contact from the service that has the most calls waiting, relative to its Goal Service Length.

Formula: (Relative Number of Calls = Absolute Number of Calls in Queue / Goal Service Length)

Result: Service B has the higher priority.

• Absolute # of Calls (H): Based on the total number of calls for competing services since the midnight rollover or since the service was restarted. The business goal is to provide more support for the service with the most contacts since the midnight rollover or restart.

• Relative # of Calls (H): Based on the total number of contacts divided by the Number of Agents available in the service. This provides more support for the service that has had the most contacts since the midnight rollover.

Time to Goal Service Time


Service A Service B

Absolute Number of Calls

10 20

Goal Service Length 5 5

Relative Number of Calls in Queue

2 4

NOTE If the total number of contacts in a service was the most important priority, this factor would be addressed first. In the following example, Service A would have the higher priority.

Time to Goal Time Service A Service B


Aspect Software Priority Template Definitions | C–15

Formula: (Relative Number of Calls = Absolute Number of Calls Offered / Number of Agents assigned to the service.)

Result: The same 5 agents are available in both Service A and Service B. Service B has the higher priority and will be answered first.

• Service Level (H): It is defined as a percentage of calls serviced within “n” seconds. For example, 80% of calls serviced in 20 seconds.

A call is considered serviced if it has been connected to an agent within the specified time frame. The Service level is calculated every 20 seconds on a 30 minute moving window. This means that every 20 seconds the system evaluates the last 30 minutes to determine if the Service Level was met.

Formula: (Goal Service Percent minus Percentage of Contacts given to agents within the Goal Service time.)

Result: Service A has the higher priority as it is farther away from meeting its service levels.

• Relative Resource Group Utilization (H): Used in Outbound services only, this factor is based on the total number of calls (cumulative number of busy and reserved) and the total number of Gateway channels assigned to the resource group. It measures how often channels are in use and how often they are open to take other contacts. The Outbound service that has the most open channels has the higher priority.

Service A Service B

Absolute Number of Calls 50 60

Number of Agents 5 5

Relative Number of Calls 10 12

Service A Service B

Service Level 80% in 20 seconds 95% in 20 seconds

Actual Activity: 66% in 20 seconds 90% in 20 seconds

Goal Service Percent difference 14% 5%



Formula: Cumulative # of busy + reserved) / total number of gateway channels assigned to the resource group for the service. This is a percentage of how often channels are in use as opposed to channels that are open to take other contacts.

• Affinity: Prevents an agent from moving between services on a contact by contact basis. This factor allows an agent to align with the service from which the last contact was taken. The agent remains in the service until either the service queue is empty or other priority template factors in the service take precedence.

• Call to Agent Ratio (L): This priority is based on the service-desired Call to Agent Ratio value, the total number of contacts, the total number of contacts in queue, and the number of idle agents in the service.

The formula is:

Priority determinant = (Service-generated Call to Agent Ratio) / (Service-desired Call to Agent Ratio)

Service-generated Call to Agent Ratio = (# of contacts in Queue + # of Contacts) / (# of Contacts + # of idle agents assigned to the service)

The service-desired Call to Agent Ratio value is based on the values entered for the number of Calls in Service and the number of Agents Working in Service. These fields appear in the Answer Profile tabs (Inbound, CTI, and Workflow services), the Dial Profile tab (Outbound service), the Chat tab (Chat service), and the Inbound tab (Email service).

The business goal is to process the contacts to best maintain the Call to Agent Ratio for the service.

In this example there is a total of 15 agents belonging to both ServiceA and ServiceB. (A total of 5 agents are in an Idle state):

NOTE A Resource Group is a collection of phone lines, trunks, or long distance companies that are treated as a single unit for outbound calls.

NOTE • A single priority template factor does not necessarily have a higher weight than affinity.

• Affinity is overridden if the sum of the weights of the other factors outweighs that of the affinity.

ServiceA ServiceB

Service-desired Call to Agent Ratio

3 3

# of contacts in Queue 5 10

# of contacts 5 5


Aspect Software Recording Format and Type Definitions | C–17

Result: ServiceB has the higher priority.

ServiceA: Service-generated Call to Agent Ratio = (5 calls in Queue + 5 calls with agents) / (5 idle agents + 5 calls with agents) = 1

Priority determinant = 1 / (Service-desired Call to Agent Ratio of 3) = 0.333

ServiceB: Service-generated Call to Agent Ratio = (10 calls in Queue + 5 calls with agents) / (5 idle agents + 5 calls with agents) = 1.5

Priority determinant = 1.5 / (Service-desired Call to Agent Ratio of 3) = 0.5

Recording Format and Type Definitions

The following information describes the recording formats (codecs) and types used in Director. These formats are used when setting up an Inbound, CTI, or Outbound service, The Voice Mail component also uses recording formats and types to set up encoding.

A voice logger is a device or program used to record audio information from telephones, radios, microphones, and other sources for storage on a computer's hard drive or removable media. There are two basic modes for recording: vox mode, which is voice-activated, and non-vox mode, in which the recording is continuous.

A record format option allows you to set the compression to use when recording. Audio and video codecs (record formats such as MULAW, ALAW, Dialogic ADPCM, and others) use algorithms to compress the digitized audio and video signals before the sender transmits them, and then to decompress them on the receiving computer before they are played for the user. Using a codec for compression and decompression reduces network bandwidth utilization and minimizes network traffic load.

The following basic criteria is typically used to select a codec:

# of idle agents 5 5

Service-generated Call to Agent Ratio

1 1.5

Priority Determinant 0.333 0.5

NOTE It is unlikely that a service will have both calls in queue and idle agents at the same time. This situation is transient (changes quickly) and occurs at the time of prioritization before calls come in and before the agents that became idle are matched to each other.

ServiceA ServiceB



• If Voice Quality is of primary importance, a selection of MULAW or ALAW is the full rate of a standard telephony call. This selection also requires the most disk space.

• If Storage Space is of primary importance, select the format with the lowest bit rate. This selection returns a recording of lesser voice quality.

• If a reasonable quality recording that requires a moderate amount of disk space is needed, the default selection of Dialogic with 32 kbps is the best choice.

The following table provides you with the correct selection parameters for each format:

Format Type Bit Rate Sample Rate (kHz)

Where used:

MULAW .wavraw

8 8 U.S. and Japan

ALAW .wavraw

8 8 Europe and elsewhere

DialogicADPCM

.vox 11.5248

6811

G726 .vox 4 8

PCM .wav 1.5 8

GSM610 .wav 1.5 8



The following table provides you with definitions of the recording formats and types used in Director:

Format or Type Description

MULAW Mu-Law is the standard codec (compression/decompression) algorithm for pulse code modulation (PCM) from the CCITT (Consultative Committee for International Telephone and Telegraph). A companding (compression/expanding) method, mu-Law makes it possible to improve the signal-to-noise ratio without requiring the addition of more data. Mu-Law is used in the United States and Japan. The other type of codec algorithm, A-Law, is the standard used in Europe and elsewhere.

ALAW A-Law is the standard codec (compression/decompression) algorithm for pulse code modulation (PCM) from the ITU-T (the Telecommunication Standardization Sector of the International Telecommunications Union).

A-Law is the type of PCM used in most of the world. The other type, mu-Law, is used in the United States and Japan.

.vox In telecommunications, a vox or voice operated switch is a switch that operates when sound over a certain threshold is detected. It is usually used to turn on a transmitter or recorder when someone speaks. The circuitry usually includes a delay that leaves the circuit activated when the sound stops. This keeps the circuit from turning off during short pauses in speech.

In audio recording and sound reinforcement, the term 'vox' may be used as an abbreviation for 'voice', 'vocal track', or 'vocal channel'.



.wav .wav (or WAVE), short for Waveform audio format, is a Microsoft and IBM audio file format standard for storing audio on PCs. It is a variant of the RIFF bitstream format method for storing data in "chunks", and thus also close to the IFF and the AIFF format used on Macintosh computers. It takes into account some differences of the Intel CPU such as little-endian byte order. The RIFF format acts as a "wrapper" for various audio compression codecs. It is the main format used on Windows systems for raw audio.

Though a WAV file can hold audio compressed with any codec, by far the most common format is pulse-code modulation (PCM) audio data. Since PCM uses an uncompressed, lossless storage method, which keeps all the samples of an audio track, professional users or audio experts may use the WAV format for maximum audio quality. WAV audio can also be edited and manipulated with relative ease using software.

raw The "raw" PCM formats are generic formats not readily associated with a card or system manufacturer. Under "raw" formats you will find only headerless formats, sometimes at unusual sampling rates. For instance, A-law is a companding law that is always used at 8,000 samples per second in the telephony world.

If you select "raw PCM Formats" we will allow you to produce A-law files at any frequency from 6 KHz to 64 KHz. The same is true for the other "raw" formats. The "raw" formats are provided for knowledgeable users; use them with caution.




ADPCM ADPCM (adaptive differential pulse-code modulation) is a technique for converting sound or analog information to binary information (a string of 0's and 1's) by taking frequent samples of the sound and expressing the value of the sampled sound modulation in binary terms. ADPCM is used to send sound on fiber-optic long-distance lines as well as to store sound along with text, images, and code on a CD-ROM.

PCM Pulse code modulation (PCM) is a digital scheme for transmitting analog data. The signals in PCM are binary; that is, there are only two possible states, represented by logic 1 (high) and logic 0 (low). This is true no matter how complex the analog waveform happens to be. Using PCM, it is possible to digitize all forms of analog data, including full-motion video, voices, music, telemetry, and virtual reality (VR).

G726 GAO's G.726 vocoder converts a 64 Kbps A-law or µ-law PCM channel to or from a 40, 32, 24 or 16 Kbps channel. The conversion is applied to the PCM bitstream using an ADPCM transcoding technique. Thus, the scheme has switchable transmission rates providing 4 kHz of audio bandwidth in conformance with the ITU-T standard. It is used in numerous applications such as speech transmission over digital networks, video conferencing, multimedia, and ISDN communications

GSM0610 A reference configuration for the speech transmission chain of the digital cellular telecommunications system. The speech encoder takes its input as a 13 bit uniform PCM signal either from the audio part of the mobile station or on the network side, from the PSTN via an 8 bit/A-law to 13 bit uniform PCM conversion



IndexIndex

Numerics3rd Party hangup option, C-10

3-Way option, C-10

Aabout EnsemblePro, 1-5

ADPCM, defined, C-21

Agent Queue tabEmail service, 7-10

Agent roleassigning, 10-3creating, modifying and deleting, 10-2

Agent Scoringanswer template defined, 11-47capturing remarks, 11-56creating an answer template, 11-47creating questions, 11-54creating scoring form categories, 11-52creating template options, 11-49methods, 11-46overview, 11-46

Agent Settings tabChat service, 6-11CTI service, 4-12Email service, 7-12Inbound service, 3-13Outbound service, 5-13Workflow service, 8-13

Agent Status Reasonscreating, modifying and deleting, 10-26overview, 10-26

Agents Working In ServiceCTI service, 4-15Inbound service, 3-17Outbound service, 5-21Workflow service, 8-17

ALAW, defined, C-19

Alertsexpression field descriptions, A-1notification methods, 11-31overview, 11-31severity levels, 11-32viewing the application alert list, 11-44viewing the system alert list, 11-42

Alerts tab in General Security Plan, 10-43

Allow Settings in the Telephony Bar, B-1

and filters in Table admin module, 15-53

ANI Import Definitionsoverview, 15-57

ANI tables generated in Table admin, 15-57

Answer Profile tabCTI service, 4-14Inbound service, 3-15M3 service, 9-5Workflow service, 8-15

Answer Wizard tabEmail service, 7-25

answering machine detection, 15-17

Applicationscreating, modifying, and deleting, 11-9overview, 11-8

Attention Retainerscreating, modifying, and deleting, 11-3overview, 11-2

Attention Retainers tab in Chat service, 6-21

audience,xix

audio recordings, 14-38

Audio tab in Inbound service, 3-20

Automatic dialing mode, 5-17

Bbatch files, importing, 15-34


Index-2 Aspect Software

Blaster dialing mode, 5-17

Blind transfer option, C-10

CCache tab in Recording Manager, 14-42

Call Answer Delay, 3-17

call dataassigning to a user, 10-14

Call Data Definitionsfor services, 15-67

Call Data tab in Recording Manager, 14-33

call forwarding, Numbering Plan, 13-13

call tablesattaching an external table, 15-28

Callbacks tab, User admin, 10-10

Calling Party ID, Numbering Plan, 13-33

Calling Party Numbers, 13-3

Calls In ServiceCTI service, 4-15Inbound service, 3-17Workflow service, 8-17

Calls in ServiceOutbound service, 5-21

CDD Reserved Wordscreating, modifying, and deleting, 15-68overview, 15-68

character restrictions, 1-8

Chat Linkscreating, modifying, and deleting, 11-18overview, 11-18

Chat Messagecreating, modifying, and deleting, 11-15overview, 11-15

Chat Profile tab, Chat service, 6-14

Chat serviceAgent Settings tab, 6-11Attention Retainers tab, 6-21

Chat Profile tab, 6-14Collaboration tab, 6-16Dispositions tab, 6-19General tab, 6-3Knowledge Base tab, 6-23Media Servers tab, 6-18overview, 6-1Queue tab, 6-9Schedule tab, 6-20Skills tab, 6-5

circular routing queue type, C-8

Classes tab in Recording Manager, 14-41

Collaboration tab, Chat service, 6-16

Conference option, C-10

Console tab in Recording Manager, 14-44

Consultation option, C-10

CTI dataassigning to a user, 10-12

CTI serviceAgent Settings tab, 4-12Answer Profile tab, 4-14copying data, 4-3creating, modifying, and deleting, 4-2Dispositions tab, 4-16General tab, 4-4Knowledge Base tab, 4-19overview, 4-1Queue tab, 4-10Recording tab, 4-17Skills tab, 4-6

DDataViews tab in General Security Plan, 10-39

Definition tab in Recording Manager, 14-21

Destination tab in Recording Manager, 14-25

Dial Filter, 13-7creating, modifying, and deleting, 13-31Numbering Plan, 13-29

Dial Orderscreating, modifying, and deleting, 15-62


Aspect Software Index-3

overview, 15-62

Dial Profile tabOutbound service, 5-17

DIDdefined, 13-1defined ranges, 13-3Numbering Plan, 13-38user, 13-16warning, 13-3

Director applicationintroduction, 1-1overview, 2-1

Director roleassigning, 10-16creating, modifying, or deleting, 10-17

Disposition adminDisposition Classes, 16-2Disposition Codes, 16-5Disposition Plans, 16-13module described, 2-7overview, 16-1

Disposition Classes, 16-2creating, modifying, and deleting, 16-3

Disposition Codes, 16-5creating, modifying, and deleting, 16-7system disposition codes, 16-9

Disposition Plans, 16-13creating, modifying, and deleting, 16-14

Dispositions tabChat service, 6-19CTI service, 4-16Email service, 7-22Inbound service, 3-18M3service, 9-9Outbound service, 5-22Workflow service, 8-18

Distributed Lists Import Defscreating, modifying, and deleting, 15-70Field Mapping tab, 15-74Import Structure Tab, 15-71overview, 15-70

Distribution Listscreating a list, 15-75

exporting, 15-80importing a list, 15-78in Table admin, 15-78overview, 15-75previewing, 15-80viewing lists, 15-77

DNISdefined, 13-1defined ranges, 13-3Numbering Plan, 13-38warning, 13-3

DNIS Ranges, 13-38

document conventions,xx

EEmail Accounts, 18-2

Email admincreating, modifying, and deleting

email accounts, 18-2email attachments, 18-6email closings, 18-11email greetings, 18-9email messages, 18-4email queues, 18-12email signatures, 18-7

module described, 2-8overview, 18-1

Email Attachments, 18-6

Email Closings, 18-11

Email Greetings, 18-9

Email Messages, 18-4

Email Queues, 18-12

Email serviceAgent Queue tab, 7-10Agent Settings tab, 7-12Answer Wizard tab, 7-25copying data, 7-3creating, modifying and deleting, 7-2Dispositions tab, 7-22General tab, 7-3Inbound Reply tab, 7-19Inbound tab, 7-16



Outbound tab, 7-21overview, 7-1Queues tab, 7-15Schedule tab, 7-23Skills tab, 7-6

Email Signatures, 18-7

Enterprise Monitor tab in General Security Plan, 10-44, 10-45

Exclusion Managercreating, modifying, and deleting an exclusion, 15-82overview, 15-82viewing an exclusion, 15-85

Exclusion Manager tab in General Security Plan, 10-38

exclusion recordsexporting in Import/Export, 15-43importing in Import/Export, 15-42

exit EnsemblePro, 1-8

exporting tables, how to, 15-37

expression field descriptions, Alerts, A-1

External Call Tableattaching, 15-28

External Call Tablesexternal data source requirements, 15-47importing, 15-48MS SQL, 15-48overview, 15-47requirements, 15-47Sybase Adaptive Server, 15-50

external data sourceconfiguring, 15-48

External Reroute tab, Numbering Plan, 13-14

External Service Route, creating, modifying, and deleting, 13-26

External/Filters, 13-24

Externals/Filtersin outbound calls, 13-3

Ffield definitions in Filters, 15-53

Field Mapping tab in Distributed Lists Import Defs, 15-74

Field Mapping tab in Table Definitions, 15-16

Filterscreating, modifying and deleting in Table admin, 15-51, 15-56criteria in Table admin, 15-54fields definitions in Table admin, 15-53in Table admin, 15-50join operators, 15-54miscellaneous operators, 15-55nonstandard operators, 15-55operator categories, 15-54records returned count, 15-56sorting criteria, 15-56using “and”and “or” in Table admin, 15-53

Filters/Externals, outbound calls, 13-3

Forwarding Options tab in Voice Mail, 12-24

GG726, defined, C-21

Gateway communications server, 13-9

Gateway headset adapters, 13-39

General Security Plancreating, modifying, and deleting, 10-33DataViews tab, 10-39Enterprise Monitor tab, 10-44, 10-45Exclusion Manager tab, 10-38functional areas, 10-32Lists tab, 10-34overview, 10-32Recording Manager tab, 10-40Services Alerts tab, 10-43Services Creation tab, 10-42Tables tab, 10-37Users tab, 10-36Voice mail tab, 10-41

General tabChat service, 6-3



CTI service, 4-4Email service, 7-3Inbound service, 3-4M3 service, 9-3Numbering Plan, 13-10Outbound service, 5-4Workflow service, 8-4

Goal Service LengthCTI service, 4-14Inbound service, 3-17Outbound service, 5-20Workflow service, 8-17

Goal Service PercentCTI service, 4-15Inbound service, 3-17Outbound service, 5-20Workflow service, 8-17

Goal Service TimeCTI service, 4-15Inbound service, 3-17Outbound service, 5-20Workflow service, 8-17

Greetings tab in Voice Mail, 12-25

Group Administration tab, Voice Mail, 12-27

GSMO610, defined, C-21

HHangup option.i.voice settings

hangup option, C-9

header, in import/export, 15-33

help, accessing, 1-5

hierarchy, 2-3

Hold option, C-9

holidays, 17-2creating, modifying, and deleting, 17-2

IImport Structure tab in Table Definitions, 15-11

Import/Exportexport a table to ODBC, 15-39export a table to text, XML or Excel, 15-37export exclusion records, 15-43exporting tables, 15-37import exclusion records, 15-42importing tables, 15-32overview, 15-30queuing guidelines, 15-31scheduled list, 15-44trickle function, 15-40view status, 15-45

importing batch files, 15-34

importing tables, how to, 15-32

Inbound Reply tabEmail service, 7-19

Inbound Routing, 13-2, 13-3creating, modifying, and deleting, 13-9

to External, 13-18to service, 13-16to user, 13-16to Voice Mail, 13-19

in Numbering Plan, 13-16Numbering Plan, 13-9types of, 13-11

Inbound serviceAgent Settings tab, 3-13Answer Profile tab, 3-15Audio tab, 3-20copying data, 3-2, 8-3creating, modifying, and deleting, 3-2Dispositions tab, 3-18General tab, 3-4Knowledge Base tab, 3-25overview, 3-1Queue tab, 3-10Recording tab, 3-23Schedule tab, 3-19Skills tab, 3-5

Inbound tabEmail service, 7-16

Indexed fields in Table Definitions, 15-14

internal dialing settingsin the Telephony Bar, B-3



Jjoin operators in filters, 15-54

KKnowledge Base

add a question, how to, 11-23candidate questions, 11-28creating, modifying, and deleting, 11-20modifying or deleting, 11-30

Knowledge Base on Agent Settings tab, C-9

Knowledge Base tabChat service, 6-23CTI service, 4-19Inbound service, 3-25Outbound service, 5-30

LLandlord and Tenant

relationship, 1-1

Landlord tab in Recording Manager, 14-11

launching Directorpopup blocker, 1-4portal IP address, 1-4using a Proxy Server, 1-4

launching Director, how to, 1-4

level weights, defined, 10-24

licensing, 1-5

list boxes and windows, 1-6

Lists tab, General Security Plan, 10-34

Login, 1-4

Login/Default, 13-3

longest idle queue type, C-8

MM3 Servers tab

M3 service, 9-8

M3 serviceAnswer Profile tab, 9-5creating, modifying, and deleting, 9-2Dispositions tab, 9-9General tab, 9-3M3 Servers tab, 9-8overview, 9-1remote monitoring service, 9-11Schedule tab, 9-10

Mailbox Administration tabVoice Mail, 12-12

mailbox defaults in Voice Mail, 12-10

Mailbox PIN, changing in Voice Mail, 12-16

Mailbox Properties tabVoice Mail, 12-16

Mailbox Settings in the Telephony Bar, B-4

Manual Dial Settings in the Telephony Bar, B-3

Mask Grouping, Numbering Plan, 13-30

Media Servers tabChat service, 6-18

Message Administration in Voice Mail, 12-31

messages, C-2

miscellaneous operators in filters, 15-55

More tab in Recording Manager, 14-31

MS SQLExternalCallTables.bat,configuring, 15-48TableDef In.bat, configuring, 15-50TableDef Out.bat, configuring, 15-49

MULAW, defined, C-19

multibyte data, importing in Table Definitions, 15-15

NNANP Manager

creating custom NANP tables, 17-13overview, 17-12viewing a NANP table, 17-12



new message notification in Voice Mail, 12-4

nonstandard operators in filters, 15-55

North American Numbering PlanNANP Manager, 17-12

Notifications tabVoice Mail, 12-19

Null Records in Table Definitions, 15-14

Numbering PlanCalling Party Identification, 13-33Dial Filter, 13-7Dial Filters, 13-29Dial Filters features, 13-30DID, 13-38DNIS, 13-38DNIS Range, 13-10External Filters, 13-24External Reroute tab, 13-14Gateway communications server, 13-9Gateway headset adapters, 13-39General tab, 13-10Inbound Route member, 13-10Inbound Routing, 13-9Inbound Routing service, 13-16Mask Grouping, 13-30Outbound Routing, 13-20Overview, 13-1Resource Group, 13-7Resource Selection Type, 13-7Routing Access, 13-3Service External, 13-26System External, 13-25User External, 13-28User Reroute, 13-13Voice Mail, 13-4

Ooperator categories in filters, 15-54

Optional tab in Recording Manager, 14-30

or filters in Table admin module, 15-53

organization of this guide,xxii

Outbound Feed Applicationcreating, modifying, and deleting, 15-60

in Table admin, 15-59

Outbound Routing, 13-2

Outbound routing serviceassociated with a service, 13-20associated with a workgroup, 13-22

Outbound Routing, Numbering Plan, 13-20

Outbound serviceAgent Settings tab, 5-13copying data, 5-3creating, modifying, and deleting, 3-2, 5-2, 6-2, 7-2Dial Profile tab, 5-17Dispositions tab, 5-22General tab, 5-4Knowledge Base tab, 5-30Outbound Tables tab, 5-24overview, 5-1Queue tab, 5-10Recording tab, 5-28Schedule tab, 5-23Skills tab, 5-6

Outbound tabEmail service, 7-21

Outbound Tables tabOutbound service, 5-24

Overview, 13-1

Owner Information tab in Voice Mail, 12-22

Ppassword security, 10-28

PCM, defined, C-21

Percent (%) within Goal Service TimeCTI service, 4-15Inbound service, 3-17Workflow service, 8-17

Phone Change in Preview option, C-9

Place Voice Calls option, C-9

Play option voice setting, C-9

popup blockers, 1-4



portal IP address, 1-4

Precision dialing mode, 5-17

Predictive dialing mode, 5-18Abandon Tolerance Value, 5-18Dampening Factor Value, 5-18Expected Hit Rate, 5-18Slowdown Factor Value, 5-19Transient Calls Value, 5-18

Pre-emptive focus option, C-10in M3 service, 9-6

Preview dialing mode, 5-18

Primary Key in Table Definitions, 15-14

Prioritiescreating, modifying, and deleting, 11-12definitions, C-12length and number of contacts, C-12overview, 11-11

priority factorsabsolute # of calls, C-14absolute # of calls in queue, C-14absolute longest wait, C-13affinity, C-16calls to agent ratio, C-16number of calls in service, C-14relative # of call in queue, C-14relative # of calls, C-14relative resource group utilization, C-15relative wait, C-13service level, C-15time to goal service time, C-13wait time, C-13

Priority templatesdefined, C-12length and number of contacts, C-12

Progress bar, 1-7

proxy server, 1-4

QQueue tab

Chat service, 6-9CTI service, 4-10

Email service, 7-15Inbound service, 3-10Outbound service, 5-10Workflow service, 8-11

Queue typescircular routing, C-8longest idle, C-8skills-based routing, C-8terminal routing, C-8

queue types, defined, C-8

Queuing Guidelines for importing/exporting tables, 15-31

Quota CountOutbound service, 5-20

Quota CriteriaOutbound service, 5-20

Rraw format, defined, C-20

Record on External Call Logger/Manual Mode option, C-9

Record option, C-9

recording format options, C-17

recording formats, parameters, C-18

Recording ManagerCache tab, 14-42Call Data tab, 14-33Classes tab, 14-41Console tab, 14-44Definition tab, 14-21Destination tab, 14-25Landlord tab, 14-11More tab, 14-31Optional tab, 14-30overview, 14-1Recording stores, 14-7Recordings tab, 14-28Search Criteria tab, 14-28Servers tab, 14-3Source tab, 14-24Stores tab, 14-15



tabs, defining, 14-2Tasks tab, 14-20User 1 to 10 tab, 14-34User 11 to 20 tab, 14-35Voice Mail tab, 14-36

Recording Manager tab, General Security Plan, 10-40

Recording stores, Recording Manager, 14-7

Recording tabCTI service, 4-17Inbound service, 3-23Outbound service, 5-28

recordingsadding comments to, 14-40displaying screen captures, 14-38exporting, 14-37how to playback, export, and score, 14-36playback audio, 14-38scoring a recording, 14-39

Recordings tab, Recording Manager, 14-28

recordings, formats and types defined, C-17

related documents,xxiii

remote monitoringagent monitoring, 9-14assigning a director to, 10-17, 10-19call flow, 9-13configuring an M3 service, 9-12examples on using, 9-12how to configure a service, 9-11how to login, 9-13service monitoring, 9-13

reroute reasons, defined, C-11

Resource Group, Numbering Plan, 13-7

Resource Selection Type, 13-7

Route access name, creating, 13-4

Routing Access, 13-2, 13-3Member Definition, creating, modifying, or deleting, 13-5

Routing tab, User admin, 10-9

SSchedule tab

Chat service, 6-20Email service, 7-23Inbound service, 3-19M3 service, 9-10Outbound service, 5-23Workflow service, 8-19

scheduled imports/exports list, 15-44

Schedulesadding holidays to, 17-7creating, modifying, and deleting scheduled run times, 17-6creating, modifying, and deleting service schedules, 17-4holidays, 17-2module described, 2-8overview, 17-1selecting all holidays, 17-8service schedules, 17-4

screen capture option on recording tab, C-10

screen capture recordings, 14-38

Script Startup, 7-13, 8-13

script startup command, 3-13

Search Criteria tab, Recording Manager, 14-28

Security Plans in User admin, 10-28

Servers tab, Recording Manager, 14-3

Service adminmodule, described, 2-4tabs, described, 2-9

service messages, C-2

Service Recording option, C-9

Service schedules, 17-4

Service Security Plancreating, modifying, and deleting, 10-29User Admin, 10-28

servicesChat, 6-1CTI, 4-1



defining, 2-2Email, 7-1Inbound, 3-1M3, 9-1Outbound, 5-1Workflow, 8-1

Services Creation tab, 10-42

Services tab, User admin, 10-8

setting up Director, 1-5

Skillsassigning to Agents and services, 10-25creating, modifying, and deleting, 10-23definition, 10-23level descriptions, 10-24

Skills tabChat service, 6-5CTI service, 4-6Email service, 7-6Inbound service, 3-5Outbound service

, 5-6Workflow service, 8-7

Skills tab, User admin, 10-6

skills-based queue type, C-8

sorting criteria in filters, 15-56

Source tab in Recording Manager, 14-24

special characters, using, 1-8

SQL Key Words in Table admin, 15-3

status in Import/Export, 15-45

Stores tab in Recording Manager, 14-15

Sybase Adaptive Server Enterprise, configuring, 15-50

System adminAgent Scoring, 11-46Alerts, 11-31Applications, 11-8Attention Retainers, 11-2Chat Links, 11-18Chat Message, 11-15module described, 2-6overview, 11-1

Priorities, 11-11tabs, described, 2-11, 2-13

System External, 13-3create, modify, or delete, 13-25

System Globals tabVoice Mail, 12-8

TTable Admin

creating, modifying, and deleting table definitions, 15-9

Table adminANI Import Definitions, 15-57assigning table definitions, 15-2Call Data Definitions for services, 15-67CDD Reserved Words, 15-68defining tabs used in configuring tables, 2-13Dial Orders, 15-62Distributed Lists Import Defs, 15-70Distribution Lists, 15-75, 15-78External Call Tables, 15-47filters, 15-50generate ANI tables, 15-57Import Structure Tab, 15-71Import/Export, 15-30module described, 2-6Outbound Feed Applications, 15-59overview, 15-1reuse table names, 15-7SQL Key words, 15-3table definitions, 15-8

Table Definitionsadding table fields, 15-11creating, modifying, and deleting, 15-9field mapping tab, 15-16import multibyte data, 15-15Import Structure tab, 15-11Time Zone Mapping tab, 15-18

table definitionsassigning in Table admin, 15-2

Table Definitions module, 15-8

table names



deleting, 15-7reusing, 15-7

Tablesbackup, 15-25copying table data, 15-23deleting, 15-23managing and viewing, 15-21managing call tables, 15-21merging tables, 15-24modifying, 15-22overview, 15-21restore backup tables, 15-25

Tables tab in General Security Plan, 10-37

Target Abandon PercentageOutbound service, 5-20

Tariff ToneCTI service, 4-18Inbound service, 3-24Outbound service, 5-28

Tasks tab in Recording Manager, 14-20

technical support,xxi

Telephony BarAllow Settings, B-1Internal Dialing settings, B-3Mailbox settings, B-4Manual Dial Settings, B-3User Roles settings, B-1

Time Zone Groupcreating, modifying, and deleting, 17-9overview, 17-9

Time Zone Mapping tab in Table Definitions, 15-18

trailer, in import/export, 15-33

training,xix

trickle call tables, 15-40

UUser 1 to 10 tab in Recording Manager, 14-34

User 11 to 20 tab in Recording Manager, 14-35

User adminAgent Status Reasons, 10-26assigning a Director role, 10-16assigning call data to a user, 10-14assigning CTI data to a user, 10-12Callbacks tab, 10-10creating new users, 10-2creating Skills, 10-23General Security Plan, 10-32level weights, 10-24module described, 2-5overview, 10-1password security, 10-28Routing tab, 10-9Security Plans, 10-28Service Security Plan, 10-28Services tab, 10-8Skills tab, 10-6tabs, described, 2-10User ID, 10-28workgroups, 10-21

User External, 13-28

User ID, 10-28, 13-16

user messages, C-2

User Reroute, 13-16

User Reroute, Numbering Plan, 13-13

User Roles Settings in the Telephony Bar, B-1

Users tab, General Security Plan, 10-36

Vvoice logger, C-17

Voice Mailagent interface, 12-2changing a Mailbox PIN, 12-16defining a call route source, 12-3defining a mailbox range, 12-5features, 12-2Forward Options tab, 12-24generating mailboxes, 12-7Greetings tab, 12-25Group Administration tab, 12-27interface, 12-2mailbox, 12-3



Mailbox Administration tab, 12-12mailbox defaults, 12-10Mailbox Properties tab, 12-16Message Administration, 12-31message types, 12-3new message notification, 12-4Notifications tab, 12-19overview, 12-1, 12-4Owner Information tab, 12-22System Globals tab, 12-8uploading the Voice Mail script, 12-5

Voice Mail tab in General Security Plan, 10-41

Voice Mail tab in Recording Manager, 14-36

voice settings, C-93rd party hangup, C-103-way, C-10blind transfer, C-10conference, C-10consultation, C-10hold option, C-9knowledge base, C-9phone change in preview, C-9play, C-9pre-emptive focus, C-10record on External Call Logger, C-9record option, C-9service recording, C-9warm transfer, C-10

vox format, defined, C-19

Wwarm transfer, B-2

Warm transfer to option, C-10

wav format, defined, C-20

Workflow serviceAgent Queue tab, 8-11Agent Settings tab, 8-13Answer Profile tab, 8-15copying data, 8-4creating, modifying, and deleting, 8-2Dispositions tab, 8-18General tab, 8-4overview, 8-1

Schedule tab, 8-19Skills tab, 8-7

Workgroupscreating, modifying, and deleting, 10-21definition, 10-21
