Howto:IQM CallBack requests

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The feature was created 2013, this description related to build 80266 or higher.

In the years there where added the possibility to add notes and numbers, share between different agent groups (queues) call back request, do personal notes and use the mechanism for overflowing missed calls.

In the original article was described how the feature works and also what the user see, so the description and screens of the agent interface.

This description contain just a description of the feature itself, some hints how to implement and configure and some “administrator” issues like the logging feature, while the interface itself is described in the online help (partially localized). Here you will see just some partial partial screens to simplify the description.

The features mentioned are very different and similar mechanism are used to solve different tasks; depends on what your customer request; do not wonder about very different problem descriptions.


Contents

Applies To

iQM version 2.00 or higher (build 80266 or higher)

Tested with WIN10

Tested with innovaphone PBX version 12, should work even with version 13.


Call Back Request

Feature description

A caller has the option to be called back, typically because the Agents are all busy or because the question is well known. For example in a medical call center one standard issue is to get an appointment for a doctor. If there is heavy traffic load automatically (or manually switching on with a feature key a Boolean object) calls are forwarded (immediately or after waiting more than a certain time) to an announcement like “all our operators are very busy at the moment, if you request an appointment for a visit we can call you back, please select star if you want to be called back or hash to return to the waiting queue” (or similar). If the caller selects hash he will be transfer back to the original queue, if he select star to a XML. This XML invites him to enter the phone number where he is reachable (because the number could be different to the one where he is calling from). After entering the number the XML repeats the number and he can confirm or enter a new one. If he confirms the number a confirmation prompt is played and the call is released. You find an example of this XML in the download section at the end of this article.

Another similar example is a XML where it is just prompted that the number of the caller is known and he can confirm with hash if he like to be called back instead of waiting. The difference is just that here is no spelling and the caller has just to confirm to be called back. This example is common for standard commercial enterprise.

If such a Call Back Request is done all Agents will see a counter that shows how many requests are on the request stack. An Agent can load a Call Back Request and call the customer. When he loads the request this is not available for the other Agents while he is keeping it. In this way no double or parallel calls are possible, a key feature for this service. After calling the customer the Agent can delete the number or put the request back on the stack, for example to enable other agents to call or for later processing. A returned request is sorted at the bottom of the stack. It is also possible do an automatic calling, after a call the next call is done automatically. Once started the first call the Agent has just to terminate the call and this triggers the next call, he answer and the next outgoing call is done automatically. See online help for more explanation.

How it works

The XML write a file in a directory of the CF or Webdav or mSata, the filename is the number to recall. If for example the caller 0456701943 requests a call back a file named 00456701943 is written. Note that an additional zero for trunk access is added, this adding is done in the routing or in the XML itself. The iQM server will check each 5 seconds if there are files in the directory and if found the numbers will be loaded in an internal memory of the iQM while the file will be deleted. The number of loaded numbers is displayed in the main screen of the iQM server and shown on the Agent view. If the iQM server is shut down manually the numbers loaded are stored in a file and loaded again when the iQM starts, therefore the iQM server can be stopped without loss of requests but a power fail will cause losses. Once loaded in the memory the iQM handle the request and give a single job to an Agent when requested, mark that job as assigned, deletes request or put a request again on the stack and writes log.

The internal list has up to 99 entry, this means that up to 99 call back request are handled in the memory. But there is no limitation about the maximum number of files; the iQM will load automatically file after file when memory is free again. Therefore it is possible to have a infinite number of call back request.

Setup

The XML itself and the relative installation is not described here but should be clear, see relative articles. Once you have created the directory on the mSata please note that the XML saved the files in an sub folder named DATA created automatically by the XML. Do not define in the setup of the iQM this directory (the software “knows” it), this is described here just to allow you to put in manually some files for testing if required.

Enter in the iQM Server setup, frame “IVR DATA”, the path and credential to the CF/Webdav/mSatat. See tooltip for examples. Note that the filed “National Prefix” and “Trunk” have no affect for this feature.

To activate the feature in an Agent open the agent setup, tab “Layout” and mark the flag “IVR Jobs ON”.

If both, the iQM server setup and the agent setup is done and the agent is logged (the avatar on the top is displayed, tipically go on and offhook) the counter of the IVR Jobs is displayed. Located under that counter an additional counter shows how many request are actually in work (loaded) from Agents. A click on the counter will open the Agent Call Back Request Window, see online help for further explanation and feature description.

Abandoned Call Overflow

Feature description

The iQM Client stores up to 20 abandoned calls in a relative list shared between the Agents. The list works tricky and shows recalled numbers, is updated automatically if a call recalls again and for example is answered and many more. See http://wiki.innovaphone.com/index.php?title=Reference9:IQM_Agent_Help_English#Recall_List for further information.

But there are customers that have more than 20 missed calls not able to recall in time; therefore the oldest missed call would be overwritten and lost. It is possible to carry overflow calls in the Call Back Request list.

Setup

The feature CBR must be enabled as described in the previous chapter, to activate the overflow in the iQM server setup the flag “Abandoned call overflow in IVR” must be selected. Please note that this feature is not available if the feature “Outbound “ is activated.

Outbound

Feature description

The iQM can handle outbound campaigns if a customer wants that his agents call a bunch of external numbers. This is a very common task in all call center (aka “outbound call center”) but also in many sales organisations. Such a bunch or lists of numbers have typically a common issue and are called “campaign”, mostly more than one campaign has to be processed. For example you start first a campaign calling all your best customers to sell something and after that a second campaign starts calling all the customers that do not pay. The numbers (and names) to call came typically from a CRM or any other database. You can load in the iQM one or more CSV files containing up to 10.000 records with number, name and an additional information (for example comments or address). There is no limit for the number of files or campaigns, the iQM Server will load the first campaign and if all numbers are processed the next one.

For the Agent the interface is the same than the one for handling call back requests, on top they will see not just the number but also the name and the additional information if present in the import file. Automatic calling is like on the CBR Feature possible. For more information see online help.

How it works

The iQM server checks each 5 seconds if there are file to import in directory. When a file is detected the iQM try to import the data. Up to 80 numbers are imported in the memory in lots of 10 each 5 seconds, if the numbers of lines is less than 80 numbers the file will be deleted immediately, if there are more lines the file will be kept until all lines are loaded. If all records of a file are in the memory the file is deleted. If all numbers in memory are processed the next file is loaded. This means that a campaign (file) is just loaded if the previous one is completely processed (numbers deleted). It is possible clear a loaded campaign manually and forces in this way also the loading of the next campaign. In this case the internal memory is cleared and also an eventual pending file. Manual clearing of a campaign can be done pressing the relative button “Delete actual campaign” on the iQM Main window or if a client works as an iQM admin clicking on the relative button.

Setup

In the iQM Server setup the flag “Outbound” must be active and a (import) directory must be indicated in the field “Path Outbound”. This directory is checked each 5 seconds and in this directory the external application (CRM) will store the campaign file (or you copy in a file manually). If the numbers in the imported list have not the trunk access code, this can be added by the iQM in the setup field “Trunk”. To normalise numbers in the import file a national prefix should be indicated (for exampel 0049 for Germany). The import routine of the iQM will normalize numbers and fix all not correct numbers. Please note that a number length has to be at least 3 digits otherwise the import routine will skip it.

Import File

The filename and extension can be of any type, the content of file have to be in text and CSV format: if there are more fields they must be separated by semicolon. Anyway just the number is required; therefore a file can also contain just the number, or the number and one field. In case of just number a semicolon is not mandatory and in case if 2 fields the third semicolon is not mandatory.

Example for valid records:

1234

1234;myName

1234;myName;myComment

1234;myName;

1234;;

1234;;myComment

Here some example how the iQM will normalize numbers (where Trunk=”0”, Prefix = “0039”):

File -> iQM

0451234 -> 000390451234

0039451234 -> 000390451234

+390451234 -> 000390451234

0049(0)7031 73009-37 -> 0004970317300937

02 4825-2224 -> 000390248252224

Mi 02.1234 -> 00039021234

080/1234 – 080/4567 -> 000390801234

The name of the import file will be displayed on the CBR Window of the Agents indicating them that a campaign is loadet and also give a hint which one. The exention of the filename is non displayed.

Manual Notes and manual CBR

Feature description

A iQM client (Agent) can store locally numbers and notes. Locally means that just he can access to those numbers and notes, so this are personal notes. Notes can also be put on the Call Back Request stack and in this way shared with other Agents. A third option is put a number and note on other iQM server. For example a call to an Agent in the Group Support can be put on the Call Back Request Stack of the Sales Agent Group.

Notes can be done manually simply entering manually a number and a note as an option. A click on the star will save this information just for this agent in the personal notes. A number displayed on the iQM Agent window can also be copy automatically in the note input filed just by clicking on the number. If a number is jet stored the personal notes the client will do an automatic positioning showing the note text. As explained a number and note can be send to the call back request Stack if the feature CBR is on (otherwise the option is not displayed).

A Agent can also share a number and note with Agent of other groups. All available Groups targets for a specific Agent are visible.

How it works

Local notes are stored in local files on the own PC. If a note is send to the (“own”) Call Back Request Stack, the iQM client of the Agent sends the information to his iQM server. The iQM Server will handle that requests similar to the files loaded for “regular” CBR.

To reach “far” or “remote” iQM Server it is necessary access to the outbound directory of those iQM servers. Typically this will be on the same PC where more iQM server are running or shared network drives. The access to those directories is done by the iQM Agent client. Therefore the client has to have access to those folders.

Setup

To show the Note feature in the iQM Agent setup, tab “Layout”, option “Notes” has to be selected. To switch on the Call Back Request features see relative feature in this description.

To name and define the remote iQM directory and the label open the “Misc” tab. In the frame “Call Bac Request (IVR) – remote groups” you can define up to 4 remote Agent groups. Please note that only labelled Groups will be displayed. Because of this local setup different agents could be able to do Remote Notes on different groups. Pressing “Set” a folder view is opened while pressing the “Try” link the explorer should open and show you the correct remote folder. For own bookings select "outboung" and set a directory on the local PC for data storage. No CF is required.

Download

In the Link you can download the XML file asking the caller for the number to be recalled.

Here Media:iQMIVR.zip you can download the much simpler one asking only if the caller want to be recalled.

Both XML are designed to work just for G711a Codec and the command line has to force the usage.

Feel free to modify those XML as required. Anyway you have to record the voice promts, the meaning is described in the XML comment.


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