Howto:IQM CallBack requests: Difference between revisions

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Some Call-Center (CC) handles a lot of mostly simple standard requests.  
The feature was created 2013, this description related to build 80266 or higher.


For example Customer who request an appointment. During heavy traffic those requests “on top” of the normal workload causes a not brilliant quality of service during those periods. For example during the morning the CC is very busy and should not answer to specific standard requests, while those jobs can be done perfectly during afternoon because there is no or less traffic. So the CC prefers doing a call back to those customers in periods with low traffic. Or generally spoken the CC simply prefer call back certain request then answer immediately.
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.


So the caller should hear a voice menu and enter his phone number for being recalled. This information should be stored by the system and processed from the agents when they have time; manually they should decide when recall the customer.  
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.  


You can name that even as a kind of advanced “please call me back” feature.  
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.


iQM in collaboration with a XML can do that “out of the box”. Continue reading to discover how.
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.




==Applies To==
==Applies To==
iQM version 2.00 or higher (build 8130)
iQM version 2.00 or higher (build 80266 or higher)


Tested with WIN7 (because of network drive mapping bugs in windows not clear if working in all MS-OS)
Tested with WIN10


Tested with innovaphone PBX version 10, should work even with version 9.
Tested with innovaphone PBX version 12, should work even with version 13.




<!-- Keywords: iQM, Call back, Call center, queuemonitor, queue -->
<!-- Keywords: iQM, Call back, Call center, queuemonitor, queue -->


==More Information==
==Call Back Request==
First question: why must the caller indicate his phone number (and not the system retrieves the number from the PBX)?
====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.


Well this is not a technical problem, it is easy to modify the XML script and take the number of a caller (eventually prompting it and request confirm). But remember that the CC wants to be sure that the number indicated is the correct one. Consider also that often the calling number is not the one where a callback is required. So additional questions would be necessary and confuse the caller. For example because the caller calls with the mobile phone, but want be recalled on the fixed phone at home or similar. Therefore in this version it is realized in this simple way (but this can be modified easily in the XML script).
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.


In this description the PBX part is skipped, so is not described how the distinction in calls is done, that depends and can be realized in many mode. For example there is a special number you can call for that feature, or in a previous Queue a menu ask if you want to leave a request of this type, or in the PBX there is an overflow configured and if there are many incoming calls they will be forwarded, or there is a call forward no answer or a Boolean object can be switched or similar.
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.
Note that the sample file contains all the audio prompts, but of cause in your setup the wordings will be different, so the files are not really usable and you have to record your own (see installation hints).  
To explain and understand better we separate the two phases of the process, the call from the customer (the “request”) and the processing from the Agent (the “processing”).  


===the customer (caller) menu===
====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 customer (caller) job is entirely done using a XML script.  
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.  


If a call came to this XML the caller will hear the following sample messages, for better understanding we indicate a possible theoretical short wording of the message (in brackets is indicated the name of the prompted voice file):
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.


Step1: Wellcome
To activate the feature in an Agent open the agent setup, tab “Layout” and mark the flag “IVR Jobs ON”.


(Track101.) “Wellcome to…”
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.


Step2: Request of action
==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.


(Track102.) “For a recall please enter the phone number and confirm with hash”
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.


The script waits until the caller ends his selection with hash.
==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.  


Step3: Prompting
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.


(Track103.) “Your phone number is” + spelling of the indicated number
====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). 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. The numbers can not contain the trunk access code, this can be added by the iQM if indicated in the setup field “Trunk”. If the numbers in the file contain prefix it is a good idea to normalise this, please indicate the national prefix. 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. Here some example of input numbers and how the iQM will normalize them (Trunk=”0”, Prefix = “0039”):


Step4: Confirming phone number
File -> iQM


(Track104.) “If the number is correct confirm with hash, if you like to modify the number press star”
0451234 -> 000390451234


Step5: Thanks
0039451234 -> 000390451234


(Track106.) “We have recorded your request and will recall (process you order) as soon as possible, thank you for your collaboration”
+390451234 -> 000390451234


0049(0)7031 73009-37 -> 0004970317300937


Please note that the indicated flow is just an example, feel free to modify the script and prompts.
02 4825-2224 -> 000390248252224


There is a security general time out in the script, so the script will force a release after 300 seconds if the caller won’t release.
Mi 02.1234 -> 00039021234


If a caller will not confirm the entire process (giving up during the menus or not confirming with hash) no job is created for the agents.
080/1234 – 080/4567 -> 000390801234


If anything is going fine the script writes a file in a subdirectory “/DATA” where the filename is the indicated number.


That is what basically the XML script does; so as long your PBX is running even the service will work (even if the iQM server is down). The rest of the job is done by the iQM server and Agent Software. The files are empty, therefore the number of files is the theoretical limit for the number of jobs queued (forget it).
==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.


===the iQM Agent processing===
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).


Once a caller has done a request the iQM server will read out the file form the CF and store it internally.
A Agent can also share a number and note with Agent of other groups. All available Groups targets for a specific Agent are visible.
All enabled agents can see how many recall-jobs are in the queue:
====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.  


[[image:IQMIVR03.png]]
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.  


In the example no job is pending. To open the Job window just press the relative symbol in the agent view main menu near the counter (like opening all the other windows in this application).
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.


If the agent opens the Job window without jobs in queue he will see this empty window:
[[image:IQMIVR04.png]]
If instead a Job was in the queue it will be loaded and displayed automatically:
[[image:IQMIVR05.png]]
If a Job is loaded it is reserved for that agent and so blocked for other agents. A loaded job shows the number to recall and date and time when the request comes in.
The agent can now recall with a click the number indicated by the customer. All agents see even how many jobs are still open and how many jobs are “in work”, so loaded from other agents. Once a job is loaded it can be put back to the job queue (for example if the called number is not answering, or the agents found out that this job is not a good idea for himself to recall). Returned jobs will pass at the end of the job queue, in this mode a new job request will not assigned again the same one.
But typically the number is called, to do this the agent press the relative key and his phone set will automatically call the number.
Pressing next job from stack means go further and load the next job; this operation will clear the actual job and load the next one. If the agent called the number that is done immediately, if not a warning triangle is displayed. That means warning, you clear a job without previously calling the customer:
[[image:IQMIVR06.png]]
If the agent confirms the clearance (clicking on the warning triangle symbol) the job is cleared and the next one is loaded.
The entire described behavior (more complicate to describe than to do) is designed to allow a quick standard reaction; normally the agent will load a job from the stack, call the customer, and the load the next one etc. If a customer is busy or not the one desired he will return the job and request the next one etc.
If the agent request to the next job from the stack and there is no one the Job window without jobs in queue is displayed (the first in this description).
Here a sum up of the job window:
[[image:IQMIVR07.png]]
1.. Number of jobs waiting for process in the iQM server
2.. Get next job from the job stack
3.. Return actual job to the Job stack
4.. Warning, customer was not recalled (confirm job cancel pressing on symbol)
5.. Call customer
6.. Number of jobs in process by other agents
7.. Number to call
8.. Date and time when the customer enter the request
If a job is cancelled erroneously but the call was done, the agent will find the call in the call history of his phone (last 100 calls are stored in the innovaphone phone set) and/or in the myPBX call list. If the customer was not called and the agent confirmed erroneously the cancellation, the call can be retrieved in the special iQM server job log file.
Note that an eventual reporting will fail in this case, because DTMF dialing is not recorded in the reporting tool.
The counter for IVR jobs is a two digit counter, therefore “99” means 99 or more jobs open. So if there are for example 150 Jobs open the counter will show 99 till only 98 are open.
===Log file===
Build 80266
In the older builds a log file was written each time a entry in the messed call list or in the Call Back Request list was deleted.
From Build 80266 on also the new entry and each call will cause e line in the log.
The file name is “iQM_IVR_Log_YYYY.csv” and it will be automatically created if not present in the directory of the log files. The path is the one indicated in the setup of the iQM server for data (default = user/appdata/roaming). For each year a new log will be created.
Example: “iQM_IVR_Log_2020.csv” stores the log data for the year 2020.
The file is a CSV text file, the separation character can be set in the iQM setup, if no character is defined space will be used (not recommended because Agent Names could contain spaces too).
Each record (line) contains the following fields:
• Timestamp
• Source (CB/MC/US)
• Action (CAL/NEW/DEL)
• Status (CALLED/NOCALL/FROM or nothing)
• Number
• User (if any)
• Stored (Timestamp if any)
Source CB = Call Back Request, Source MC = Missed Calls (form the missed call list), Source US = user,  the indicated agent put in this call manually in the CBR list
Action CAL = Number was called, Action NEW = New Entry, Action DEL = Deleted
Status CALLED = the number was called, Status NOCALL = the number was not called, Status nothing for new calls
'''Example 1''':
20/02/2020 09:21:57;MC;NEW;;0451234;;
Day 20/02/2020 at 09:21:57 the number 0451234 call the queue and gives up, a new entry in the missed Call List was written.
Note: If this number will call again no new entry will be written in the log, but in the missed call list the user see that this number has called twice.
20/02/2020 09:22:48;MC;CAL;CALLED;0451234;Laura Toffali;20/02/2020 09:21:57
A minute later at 09:22:48 the Agent Laura Toffali called the number 0451234 from the missed call list, note the entry timestamp was 20/02/2020 09:21:57
20/02/2020 09:24:44;MC;DEL;CALLED;0451234;Laura Toffali;20/02/2020 09:22:48
At 09:24:44 the agent Laura Toffali delete the entry with the called number 0451234, last call at 20/02/2020 09:22:48.
'''Example 2''': The entry was just deleted from the agent Laura without calling back:
20/02/2020 09:21:57;MC;NEW;;0451234;;
20/02/2020 09:22:48;MC;DEL;NOCALL;0451234;Laura Toffali;20/02/2020 09:21:57
'''Example 3''':The call was stored in the missed call list but no further action up to now was done by the agents:
20/02/2020 09:21:57;MC;NEW;;0451234;;
'''Example 4''': The call back request (IVR) was used; a new call back request was stored, the user was called and after immediately deleted:
20/02/2020 09:54:54;CB;NEW;;333123;;
20/02/2020 10:10:30;CB;DEL;CALLED;333123;Laura_Toffali;20/02/2020 09:54:53
Please note that some seconds of difference in the timestamps are possible because of processing delay.
'''Example 5''': Call back request without calling back but deleted by the agent:
20/02/2020 09:54:54;CB;NEW;;333123;;
20/02/2020 10:10:30;CB;DEL;NOCALL;333123;Laura_Toffali;20/02/2020 09:54:53
'''Example 6''': The call back request was registered but no agent calls back or delete the entry:
20/02/2020 09:54:54;CB;NEW;;333123;;
==iQM server ==
If the iQM server is able to access to the CF directory or has the Outbound feature on automatically in the main view appear the symbol that the service is on:
[[image:IQM_CBR01.PNG]]
Description from left to right:
The first symbol allows delete an ongoing outbound campaign. Please note that this is also possible in a iQM client if the supervisor Dashboard function is switched on. For outgoing campaign see relative feature description.
The counter on the right shows how many Call Back Request (or outgoing jobs) are stored in the memory of the iQM. Please note that the iQM loads not more than about 80 Jobs at once.
Press the next symbols (stack with user) will send a email with the CBR Logfile. This function can also be activated in a iQM client if the supervisor Dashboard function is switched on.
The counter on the right side of the symbol shows how many jobs are actually open (loadet) by the agent.
The next counter is a total counter, each time a job is canceled this counter is incremented.
==Installation and setup==
The xml script plays pre-recorded files and stores the caller input on the CF in a file located in a subdirectory /DATA. The name of the file is the indicated number, the content of the file the eventual second number (the order number or similar).
The iQM server read out the file in the CF, stores it in the PC memory and delete it on the CF. If the iQM server program will be terminated the jobs are stored on the hard-disk and loaded when iQM starts-up again. The time period for reading the CF as well the deleting is done extremely slow (5 seconds between requests), because the CF can be a very slow device if operating in small devices. This is not a real limitation because the timing is not a real problem for this feature. Usually also there are not a lot of files on the CF (situation just possible if iQM is off). Being the XML always on while the PBX runs even if the iQM is offline the jobs are not lost. The iQM read out max. 99 files and leaves the rest on the CF; they will be read out if the files are processed (cleared). The reading out is done respecting the time of arrival, so the oldest first, even the processing is respecting the time of arrival.
The XML has to be installed on a partially fixed path, here an example:
http://x.y.z.w./DRIVE/CF0/iQM/iQMIVR.xml?$_pbxcoder=g711a
As you see in the string all voice data are coded in G711a, so even the calls must be in this format. The advantage is that the best voice quality in IVR is often not really good. There is typically no “remote” access, the line and the XML are in the same network. If not, you have to change the option and record all prompts in any codec (or convert it).
The path has to be the one indicated because iQM simply search in this directory (or better in the path and subdirectory /DATA) if there are “job” files). The “/DATA” directory has not be configured manually; it will be generated automatically by the script itself.
After creating the directory copy the XML and all other files in the directory iQM.
You will see all the Track files indicted previously and also the prompt files for the numbers (0 to 9, star and hash, observe the file name for example _09.g711a for the “9”, create those files). Create the VM object in the PBX, remember that there is no license necessary to do that.
Now you have to create the voice files, the names and conceptual content is indicated in the description of the call flow.
The silence.g711 file is in the package while the file for prompting the numbers (0 to9, star and hash) has to be recorded.
While the Track files can be recorded using the track recording tool the numbers can be recorded using that tool to, but you must rename them after recording. Or you use another technology for recording it, see relative link.
Here the list of the required filenames (contend should be obviously):
_1.g711a
_2.g711a
_3.g711a
_4.g711a
_5.g711a
_6.g711a
_7.g711a
_8.g711a
_9.g711a
_star.g711a
_hash.g711a
There is a text file, “prefix” that should be edited with a text editor before copy them on the CF. The “prefix.txt” file contains a prefix for recalling. Of course the caller indicates his number, but for recalling him it must be inserted a prefix (typically the “0” for the trunk line).
Now you can try the XML, follow the prompts and create a job, if anything works fine files in the /DATA will be created files. The half of the work is done.
NOTE: From Build 80081 on no more drive will be mapped, the access to the compact flash is done via http.
The input is similar to the voice recording pcap access. See examples displayed in the setup window.
==User manual==
Simple, Help yourself.
Being a very individual solution a general user manual (in many languages) is not possible. Even describe all possibilities as done in this description will just confuse an agent. Therefore you must adapt an eventual description on your real setup, voice prompts etc. Anyway you can user the pictures in this article if you like.


== Download ==
== Download ==

Revision as of 18:05, 26 February 2020

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.


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). 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. The numbers can not contain the trunk access code, this can be added by the iQM if indicated in the setup field “Trunk”. If the numbers in the file contain prefix it is a good idea to normalise this, please indicate the national prefix. 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. Here some example of input numbers and how the iQM will normalize them (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


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.


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