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1. 33 Email Settings 33 To set up Item Type Email 33 Create an item in your survey 34 Additional Email Features and Tips 34 Chapter 5 Survey Design Basic Tutorial 35 Overview 22st ete tt tet ee ee eee 35 Scenario 35 Creating the Survey 35 Sample Script 36 Set Up the Survey 37 Chapter 6 Saving and Testing 41 Saving 2 41 Testing 5 41 Auto Test Reminders 41 Manual Testing 42 Chapter 7 Conducting and Monitoring Surveys 43 Basic Functions 43 Start SmartQ 43 Stop and Start Calls 43 Exit SmartQ 43 Viewing Current Activity and Monitoring Progress 44 Viewing the Status of Each Incoming Line 44 Viewing Recent Call Activity on Incoming Lines 44 Viewing Responses in Real Time 44 Printing SmartQ Windows 45 Call Volume and Port Usage 45 Maximizing SmartQ uptime 45 Log Files for troubleshooting
2. 124 SmartQ 5 1 Manual How It Works This can be implemented using two surveys We will name them 01 Happy Birthday and 02 Order Flowers This example assumes that other items have already been created for the contents of the surveys The Result item in the Happy Birthday survey would be an item called Want Flowers This item will be a press 1 for yes press 2 for no question The Order Flowers survey will also have a Result item which we will call Order Confirmed This item will have a script asking Press 1 to confirm that your order was received and press 2 if your order was not received It is now time to set up the transition table We need to define every possible outcome within your survey and to assign a number to each outcome These are the possible states of this survey 0 Do Not Call 1 Try in the morning would come through GetCalls query 2 Try in the afternoon 3 Order flowers 4 Flowers ordered 5 Flower order failed 6 No Flowers desired 7 Person could not be reached From the Advanced Dialer window click on Job Definitions Select your survey and click on Use Status Transition Table Click on the Details button to open the transition table The column headings represent values taken from your survey while the row headings represent statuses for which a call will be made In this example states 1 2 and 3 above will be used because no call will be made for
3. 46 Fax Transfer Custom only 46 Chapter 8 Data Management 49 Overview etter ett tt eee 49 Storing Data 49 SmartQ Database Architecture 49 Automatic Call Statistics 49 Viewing Data 2 222 e ee ee eee 50 Viewing One Record 50 Viewing Multiple Records 51 Data Preferences 5 5 5 m c moc Rie ee eS 51 Manually Entering Data 52 Exporting Data 52 Save and Load Settings 53 Filtering and Dividing Data 53 Database Errors and Recovery 54 Other Data Features 5 54 Deleting Fields 54 Suppressing Write to Database 54 Moving Fields 55 Chapter 9 Advanced Topics Group 57 Overview 22 2 57 Setting up a Group eeee eee eee 58 Recording Prompts for a Group 58 Chapter 10 Advanced Topics System Voice and Multiple Language Support 59 System Voices and System Prompts 59 Default System Voice 60 Recording a System Voice 60 Editing a System Voice 61 Clip Rec
4. Thank you for taking the time to call us today Please call again 4 weeks from today on None routed to End 142 SmartQ 5 1 Manual Sample Survey 2 Medical History Inform 1 Data MONTH amp amp DATE amp amp YEAR WEEKS 4 Use Advanced Formula Builder to find current month date and year then add four weeks to it The Inform prompt will report this date back to the caller SmartQ 5 1 Manual 143 Sample Surveys Blank Script Sheet Prompt Script for Query or Item Item to Logic for Retrieve Item Name Type Record and Calculate Data Routing 144 SmartQ 5 1 Manual Appendix C Transferring SmartQ to Another Computer Step 1 Prepare computer B A computer which has SmartQ on it already source B computer to which SmartQ will be moving destination NOTE Broadband internet connection is highly recommended 1 Install Microsoft Windows 2 Install latest Microsoft service packs and critical updates 257 Install Microsoft Office 2000 or newer optional and service packs available at office update microsoft com Install an antivirus program optional but recommended Install the Dialogic driver package version 5 1 1 Install the Dialogic Service Pack 1 If your Dialogic board is a U board such as
5. Y Y 140 SmartO 5 1 Manual Sample Survey 2 Medical History Lead Survey Item Item Name Item Type Prompt to Record Script for Query or Formula Builder Entry for Retrieve and Calculate Data Routing 1 code Query Intro Welcome to the Medical Survey Line We appreciate your taking the time to call us Your responses will help us to improve our service to you and others Response Survey Question You will find a three digit survey code either 100 or 200 printed in the upper left hand corner of the materials you received If you do not see a survey code or the code you received does not work please call 1 800 555 5555 and someone will assist you Please enter the three digit 100 200 100 routed to Survey 100 200 routed to Survey 200 survey code now Item Item Name Item Type Prompt to Record Script for Query or Logic for Retrieve and Calculate Data Routing 1 listen Query Intro At any time during the survey you may press the following Go Back to the Previous Question press To Repeat the Current Question press 0 To Skip to the Next Question press To Pause the survey press 9 The following questions relate to the treatment you received Please choose from the following responses If your answer is Yes Always press 1 Yes
6. 14 Editing Survey Items 14 Changing an Item Name 14 Moving Items 14 Inserting Items 14 Deleting Items 15 Chapter 3 Survey Design Construct a Query 17 Overview ee ee eee ee eee ee eee 17 A Recording 2s222eeeee5 17 Choose Prompt Types 17 Recording Prompts 19 Connect for recording Alternative Method 20 Importing Studio Recordings 20 Conditionally Skip an Item Custom only 20 B Responding s 22e25 21 Valid Response Length 21 Question Timing 22 Validation 22 Read Back to Caller 27 Copy Another File to Here 28 Special Touchtones 28 Setting Up a Query Open End 29 C Routing 2 222 eee eee eee eee 29 Routing Screens 29 General Routing 30 Drag to Paint 31 Previous Survey 31 Drag and Drop Item Text 31 Cut Copy and Paste Survey Items 32 Locked Items 32 Chapter 4 Email Items
7. ENDIF TIP How to build the formula e IF lt THEN ELSE and ENDIF are Logic Operators e Sage is under Response Value e 15 0 and 1 are entered with the Text or Number box 6 When you are finished using Advanced Formula Builder click Save 7 Click OK in the Formula Builder window to close it TIP Other Logic Operators You can either build an IF THEN ELSE ENDIF statement or an IF THEN ENDIF statement ELSE is not a required part of the syntax but all the other elements including ENDIF at the end are required Text O pe rato rs Text Operators gt Example Your callers enter a 10 digit code at the beginning of the survey as a response to an item named code This number breaks down into smaller parts the first 3 digits signify the county the next 3 signify the city and the last four digits signify the hospital 1234567890 county city hospital You are interested in isolating the city code for a later calculation The following calculations are set up so that if a caller enters 1234567890 you can isolate 456 the city code The first part of the calculation isolates the leftmost six numbers 123456 The next part of the calculation takes the number from the first part and isolates the rightmost three numbers giving you your desired numbers 456 1 Insert or create a new item cal
8. HOURS 3 MINUTES Result 5 00PM SECONDS future date operators lt Logic Returns true if left operand is less IF 1 lt 2 THEN True Less than Operators than right operand ELSE FALSE ENDIF Result True 78 SmartQ 5 1 Manual Advanced Formula Builder Quick Reference Guide to Symbols in Formula Builder Logic Returns true if left operand value IF 1 1 True Operators is the same as the right operand ELSE False ENDIF Equals value For text values case does Result True not matter Sa A Result 1 gt Logic Returns true if left operand is IF 2 gt 1 True THEN Greater than Operators greater than right operand ELSE FALSE ENDIF Result True IF Sanswer gt 0 True ELSE False ENDIF AND Logic Used to combine logic tests IF 1 1 AND 2 Operators 2 THEN True ELSE False ENDIF Result True APPLYMASK Text Inserts characters into a string ENTERDATE APPLYMASK Operators Place APPLYMASK between a 22 22 2222 string and a mask to apply Result 12 31 2008 if user enters 12312008 CASEEQUALS Text Compares two strings with case Cat CASEEQUALS cat Operators sensitivity Numbers and R
9. 4 Click the Advanced button Select Response Value gt location the item name will only appear if it has already been created SmartQ will automatically enter your selection into the formula box at the top of the screen 6 When you are finished using Advanced Formula Builder click Save 7 Click OK in the Formula Builder window to close it 8 You can now route callers based on their answers using the C Routing tab Text or Number Text or Number m2 o EN If you want to enter text or numbers enter them into the Text or Number box and click the gt button to enter it This is the only exception to the pull down menu format SmartQ will automatically add quotes to anything you enter into the Text or Number box unless it is a number which does not require quotes TIP It is important to use this box instead of just inserting the cursor and typing in the formula box because SmartQ will add the proper syntax quotes and commas to make your formula work correctly Example One of your previously created items named visits asks how many times the caller visits a clinic in a typical month You wish to multiply the answer to this item by 12 to get an idea of how many times they visit in a year 1 Insert or create a new item called visit_calc 2 Select Select Item Type gt Calculate 3 On the B Responding tab click the Formula Builder button The Formula Builder window will appear 4 Click the Adv
10. containing the results for the currently selected job 118 SmartO 5 1 Manual Chapter 21 The Standard Dialer Building a Query Overview A Query is a database filter through which you can view modify and analyze data in different ways You may want to create a query specifically for your Dialer Job The Standard Dialer Query Builder allows you to create Microsoft Access queries easily Building A Query 1 Select Add Modify Query from the Table or Query pull down menu on the Dialer Jobs screen This will open the Phone Number Database Query Builder Database MainCompanyD atabase mdb x Select your table from the pull down menu Table or Query Customers F 3 ADD MODIFY QUERY A Select Query Name gt Add New Query Phone Field A dialog box will appear Enter a name into the Query Result Field ERRSKER N field Wh finished click OK PTRS aaa as Open Database Reset Busy Numbers Make a selection from the Category pull down menu You will use this field to filter or sort your data _impontzExport_ _Reset NoAnswers From the list on the right select the values to include in your filter The Standard Dialer will call only the phone numbers that correspond to the values you select here To select multiple values hold down the Control key To select all the values click the Select All button To clear your selection s click the Clear All button Click Save to save the query and return to th
11. service this email will include the date and time of the call as amice tonico well as selected responses from the survey usai Sued 7 Return return This example email will be sent at the end of every Grocery Store survey taken If this results in too many Test Now emails for example callers take this survey 100 times per day then you may wish to selectively email results for example email all survey results for a P Locked Q certain store location Copy Settings Apply Now Additional Email Features and Tips To send an email only if certain conditions are met use a Calculation or Custom item to evaluate the condition and have it route to the Email item or not accordingly To control who receives the e mail perform a database lookup in a Custom item and refer to this value as a formula in the To or CC field The To and CC fields can include more than one recipient if separated by semicolons just like any email program The From To Subject Attachments and Message fields may all contain SmartQ formulas i e values that are calculated live during the survey Email can be customized to your needs and is yet another excellent way to manage important survey data 34 SmartQ 5 1 Manual Chapter 5 Survey Design Basic Tutorial Overview Large surveys are often broken into two smaller survey types a lead survey and multiple response surveys This chapter will in
12. To open the Survey Power Editor go to the Survey Design screen and select Survey gt Power Edit Survey Select the survey to edit from the top left pull down menu Let s look at a sample version of the Car Survey from Chapter 5 View By Settings 1 On the right side of the screen in the Basic Settings list click Valid Keys You will see a list of all items in your survey and their respective Valid Keys settings if any 2 Click on the checkboxes of items you will be changing Here we have selected happy and accident SmartO 5 1 Manual 99 Chapter 15 Organizing Surveys 3 The current setting of Valid Keys is 1 2 To change this setting enter the desired setting into the field above the items Here we will enter 1 2 3 5 9 Click Apply to Selected Items This enables callers to press 1 2 3 5 or 9 when answering the happy and accident items during the survey Survey Power Editor Select Survey V Show only unlocked hens 35 Sorglo Lood T Show only non detoult settings J Show only itom type i L Query Digits zj Select AB Doesolect AB Invest Seloction 1 2 3 Bazit Settings Repast Instrection Source History Criteria ler History Criteria Foemta History Branch Foams Translate Value Confiim Meaning N SaD amp taksNecaning Retrieve Conditional Rotrinve Source Rlotneve Features RetneveSaylineDate Ovemite Dpen End Receding Telnphone Ext This is a simplifi
13. WEEKS 1 results in the date 11 21 2012 You can find the difference between two dates 11 14 2012 WEEKS 11 7 2012 results in the integer 1 You cannot combine the elements in other ways you cannot add a date to a date To subtract a number of months weeks etc from a date add a negative number 11 14 2012 WEEKS 2 results in the date 10 31 2012 SmartQ 5 1 Manual 73 Chapter 11 Advanced Topics Formula Builder Logic Operators Logic Operators v IF bs Example Your first item age includes the question Please enter your age You want to route callers to different questions based on their ages If you want to route callers starting with the subsequent question you can use the Routing tab as usual However let s say you want to route callers based on that question but not until later in the survey You ask the age then you have a set of questions you want everyone to answer then you route to a particular set of questions for those under 15 and another set of questions for those 15 and over 1 Insert or create a new item called age calc at the point where you want to begin routing callers 2 Select Select Item Type gt Calculate 3 On the B Responding tab click the Formula Builder button The Formula Builder window will appear 4 Click the Advanced button 5 Build the formula IF Sage lt 15 THEN 0 ELSE 1
14. e Drive 4x CD ROM drive required e Display VGA monitor and adapter minimum 1024 x 768 resolution e Bus One free PCI slot per four telephone lines or per T 1 span e Voice Board Dialogic PCI board e Telephone At least one standard telephone e Telephone Lines One ordinary analog line per Dialogic port or one T 1 line per Dialogic board Voice Board and Drivers Set up your phone lines and your voice board first Instructions for setting these up should be included with the voice board you purchased SmartQ specific instructions begin on the next page in this manual The voice board and drivers must be installed and configured before you begin installing SmartQ Install all drivers in SmartQ s default directory SmartQ will only work with the Dialogic line of voice boards The D 4PCI and D 240JCT T1 are recommended and are available for purchase from TeleSage Please see Appendix D in this manual if you are using or are considering using T 1 boards Software Microsoft Access is recommended but not required for use with SmartQ Installing Your Dialogic Voice Board Quick Tip If you have already installed the Dialogic drivers make sure that the Dialogic Configuration Manager Service Startup Mode is set to Automatic Hardware Install your voice board into the computer on which SmartQ will run Any PCI slot will work If you are unfamiliar with the installation procedure please see the installation documentation that
15. p sme w c soke asra j E ew At any time you can click OK to save changes and return to the Dialer Job Schedule screen e Click Cancel to return to the Dialer Job Schedule screen without saving changes e Click Apply to save changes and continue working in the Dialer Jobs screen e Click Refresh to add any new databases tables fields or surveys to the pull down menus Step 1 Select Job 1 Select Select Job gt Add New Dial Job You can also click the Add Job button x i i Enter new dialing job 2 A dialog box will ask you to enter a name for your job nter new dialing job name When you are finished click OK Cancel Rental Reminder Step 2 Select Phone Number Database 3 You will need to create a database and a table that contains your set of phone numbers This database must be located in the same directory as SmartQ in a standard installation this directory will typically be C Program Files TeleSage 4 On the Dialer Jobs screen make a selection from the Database pull down menu 5 After you have selected your database the tables and queries your database contains will appear in the Table or Query pull down menu Select the table or a query that contains your set of phone numbers Importing data and building a query are discussed in Chapters 5 and 6 6 After you have selected your table or query the fields that the table contains will appear in the Phone Field and Result Field pull down menus For the Phone
16. Example C Inf WR During the design of your survey you create a very d This item is locked Unlock by unchecking Locked at the bottom of this screen complicated and critically important item named Supermarket Once complete you check the Pe Locked checkbox as a reminder that you are Giestuenena complete with item Supermarket and that you do gees A not want to modify it A few days later while l j F C Repeat Instructions 7 completing the design of your survey you Choose if you want a shorter accidentally click on item Supermarket but when epsilon ae dees i jot respon you try to modify the item SmartQ reminds you that B a RAT REre it has been locked If you intended to modifi gt ce ea y y V Locked Y Supermarket you simply un check the Locked Piast a Pir efilll AO checkbox and proceed IMPORTANT Locking will not protect an item against data loss in the event of a computer malfunction or prevent other users from modifying your survey Locked items can still be deleted like unlocked items Always remember to back up your surveys whenever possible 32 SmartQ 5 1 Manual Chapter 4 Email Items Email Settings Some possible uses for Item Type Email are e Distributing phoned in orders to staff e Notifying staff when a certain number of calls are complete e Emailing survey results to a list of users To set up Item Type Email
17. MONTH amp amp DATE amp amp YEAR TIP How to build the formula e MONTH DATE and YEAR are under Current Date Time e amp isa Text Operator e is entered with the Text or Number box 17 When you are finished using Advanced Formula Builder click Save 18 Click OK in the Formula Builder window to close it P refi X O p e rato rs Prefix Operators X There are two options under Prefix Operators F and P Both of a aa X i these operators must be used in conjunction with the item type Retrieve F because they refer to past surveys Past surveys are only made available after Retrieve finds them F is the signal for SmartQ to look for the value of the query in the first survey rather than the value from the current survey P is the signal for SmartQ to look for the value of the query in the most recent previous survey rather than the value from the current survey Example The prefix operators may be used in formulas constructed at any point in the survey after the retrieval has been performed If you retrieve something once that information can be used for all subsequent calculations in the survey The prefix operators can also be used to route the results of the Retrieve item Examples of both of these can be found under the section about Retrieve 76 SmartQ 5 1 Manual Advanced Formula Builder External Operators Advanced External Operators M Sm
18. RUN Result The function call CustomerPasswordForID 369158 is run synchronously by your DLL and the result is passed back to SmartQ as the result of this calculation FLOOR Math Rounds down a floating point 1 6 FLOOR Operators number to the nearest integer Result 1 Place FLOOR after a floating point number FORMAT Text Used to convert a string to a June 6 2002 FORMAT Operators format you specify All Visual GENERAL DATE Basic string formats are Result 6 6 2002 supported Place FORMAT 0 97 FORMAT percent between a string and the format Result 97 00 to convert it to ESUE MenO IF THEN ELSE Flow Control Performs a Boolean test on what Tests are performed by invoking the ENDIF exists between the IF and following Logic Operators SA THEN statements If the test Conditional lassifi passes resolves to TRUE classifier whatever is between the next IF 1 THEN THEN and the following ELSE True ELSE False ENDIE or ENDIF is returned If the test Result True fails does not resolve to TRUE execution of the formula resumes bia ge following the next ENDIF or EELO TEEN sth ELSE statements TES ELSE Benge eNO Te Result False Boolean 0 True 1 False ELSE is optional If there is no IF 0 THEN 1 ENDIF ELSE and the condition is false Result Nothing the result is blank zero length INLIST Text Checks whether a value is 3 INLIST 1 2 4 5
19. Retrieve Information from Previous Surveys 84 Advanced Examples 5 84 Retrieve and Calculate 84 Using Formula Builder within Retrieve 85 Chapter 13 Advanced Topics Setting up Retrieval of Open End Responses 87 Overview see ete tet tt eee 87 Listen to Open End Responses Data Screen 88 Listen to Open End Responses Telephone Play back 88 Set Up a Survey to Retrieve Open End Responses 89 Make the Survey Available to Callers 90 What the Caller Will Hear 90 Advanced 22s e ee eee eee eee 90 Adding Additional Criteria 90 Setting Up A Password to Retrieve Open End Responses 91 Retrieving Responses from More than one Survey 91 Avoiding Unwanted Recordings Custom only 92 Chapter 14 Advanced Topics Multiple Lead Surveys Custom only 93 Overview 22s eet eet tet eee ee eee 93 How Multiple Lead Surveys Work 94 Setting Up Multiple Projects 94 DNIS 94 Routing Callers 95 Chapter 15 Organizing Surveys 97 X Ray Views of Surveys 97 Creating a New View 97 Editing Your View 97 Survey Or
20. checkout x Retrieve Aner English fenale 3 Select Item Survey Design z 7 rose_hill SEEE i NSR gl z RESPONSES TO RETRIEVE Data for Calculations Spoken Responses C Resume Incomplete Survey RETRIEVAL SETTINGS 1 Retrieve only where optional A Recording B Responding C Routing AND Curent Call Data sl ate other Value AND Z Current Call Data C Other Value 2 Route Using G Result of Retrieval 1 or 0 Other Value or Formula Soares z Cunent Cal Data C Other Value 2 4 Move _Insert_ Move W W Delete Copy Settings Test Now Apply Now z 66 SmartO 5 1 Manual Basic Formula Builder Basic Formula Builder In the initial screen of Formula Builder you can recall a response to a Single Item create a Sum of responses or generate a Count of Responses If you wish to do anything more sophisticated you will need to use the Advanced Formula Builder Formule Guilder Single tem Sum of resporaer Count of rowpeonees Single Item Recall Normally you would ask questions gather the answers and route callers right away based on their answers using the Routing tab But what if you want to ask a series of questions gather the answers and at the end of that series of questions route based on the answer to just the first question SmartQ allows y
21. the recording may have white noise before and after the speech you recorded which sounds messy and takes up time Recording with this option enabled takes practice but the results sound much cleaner To use this method you will need to speak as soon as you press the Record button You can rerecord your prompts as many times as you wish The Clip Recording option should be turned off for words that have momentary breaks in sound such as words that contain the letters T K or X or any type of phrase This is because your natural pauses in speech sound of which you are probably not even conscious will automatically stop the recording before you are finished with your prompt Survey Voice You can define any number of survey voices for each survey each with its own name How Create a Survey Voice 1 Select 2 SELECT SURVEY VOICE gt ADD EDIT SURVEY VOICES 2 SELECT SURVEY VOICE from the Recording tab p 2 The Voice Selection dialog box will appear Native 3 The survey voice must be associated with a pre existing system voice Choose the system voice with which it will be associated from the System Voice pulldown menu SmartQ 5 1 Manual 61 Chapter 10 Advanced Topics System Voice and Multiple Language Support 4 Press the Add button below Survey Voice 5 Enter the name for this new survey voice in the dialog box PMA that appears The name will then appear in the Survey z Voice
22. 45 The floor operator will round down a floating point number Example 1 6 FLOOR will give you 1 The random operator will generate a random number Example 1 RANDOM 6 results in a random number between 1 and 6 Response Exists The Response Exists operation allows you to determine whether or not a caller answered a question It will automatically return a value of 1 if there is data present and 0 if there is no data for that item Example If you wanted to do the same example as above under Math Operators but make it slightly more sophisticated you could add Response Exists to the formula Let s say that you wish to add up a set of scores from three previously created items dealing with customer satisfaction named speed quality and service and then divide them by the number of questions answered you don t want to divide by 3 if only 2 of the questions were answered In this example we set up two items with different calculations First we determine how many questions were answered Then we take the answer to each question and divide it by the previous answer the number of questions answered 1 Insert or create a new item called satisfaction_calc 2 Select Select Item Type gt Calculate 3 On the B Responding tab click the Formula Builder button The Formula Builder window will appear 4 Click the Advanced button 5 Build the formula SmartQ 5 1 Manual 71 Chap
23. 45 minutes have elapsed since the call was due set the CallStatus to an expired value of 4 UPDATE Calls SET CallStatus 4 WHERE CallStatus 0 OR CallStatus 1 AND DateAdd n 45 CallDateTime lt Now SmartO 5 1 Manual 127 Chapter 22 Advanced Dialer 128 SmartQ 5 1 Manual Chapter 23 Advanced Survey Settings Overview The Advanced Survey Settings window allows you to set advanced parameters some of which are applied only to the current survey and others of which operate system wide Go to the Survey Design page and select Survey gt Advanced Survey Settings Survey specific settings Select the checkbox to indicate whether Logging is enabled for this survey It will be checked by default If you check the Play That concludes this survey at end of call checkbox this message will be played for the caller once the survey is complete to indicate that the system is just about to hang up The value you enter into the Default response when an item is skipped field will be stored as the response value for items that a user skips over This can be empty or may con tain one or more numbers letters spaces or any other char acters If SmartQ detects a fax tone on the line it will automatically transfer the call to the phone number that you specify in the Fax transfer number field If this field is left blank SmartQ will take no action when a fax is det
24. Drivers Use installation version 6 1 1 ISDN support is not included in the Typical or Compact installations Therefore you must choose Custom Install and check the ISDN and GlobalCall checkboxes When the installer asks what ISDN protocols to install choose all of them You will only need one protocol but this keeps your options open Reboot and apply Service pack 1 Configuring Dialogic Drivers Run the Dialogic Configuration Manager The Dialogic board should be auto detected 1 Double click the board to get its properties Choose ISDN under the Interface tab Choose the appropriate protocol such as DMS 100 to match the protocol on your T 1 line Under the Misc tab there is a setting for parameter file If you are using DMS then enter DMS PRM For another protocol enter protocolname prm These files are in the folder c program files dialogic data They are highly commented text files that contain settings such as enabling ISDN B8ZS ESF and so on They may be redundant with the protocol choice but this redundancy should not cause any problems Aa O N SmartQ configuration On the Phone Line Setup screen see Chapter 1 you need to select the T 1 setting and the number of DNIS Dialed Number Identification Service digits to capture typically 10 These settings are saved in items 32 and 37 respectively in the ivr ini file SmartQ 5 1 Manual 151 T 1 Boards Additional configurat
25. Item accident click the Recording tab 21 Click the Question Prompt Enter Has your car been in any accidents since you purchased it Press 1 for yes Press 2 for no into the Script box Record Survey Prompts 22 Click Connect in the left hand column of buttons on the SmartQ screen 23 SmartQ will ask You are not currently connected Do you want the system to dial your phone Click Yes 24 In the next box you will see Enter your phone number Enter the telephone number of the telephone that you are using for the recording session This can be any telephone but must be a telephone that is located near the computer where you are working Click OK 25 SmartQ will call your telephone When the telephone rings answer it You are now ready to begin recording voice prompts 26 Click on 1 happy under Select Item and click on the Introduce prompt on the Recording tab 27 Click the Record button Speak the prompt into the telephone The prompt should be written out in the Script box so you can easily read it gt G 28 When you are finished click the Stop button Play File Erase 29 At this point you can switch to another prompt and record it by repeating steps 6 and 7 For this survey click on the Question prompt to complete recording prompts for the first Item Next switch to the second Item 2 repair and record the Question prompt Finally click on the third Item 3 accident to finish recording the Questio
26. Item Type Query Digits uses the basic features of all three tabs When you feel comfortable with this chapter you may want to advance to the end of the chapter where Query Alphanumeric and Query Open End are described Later chapters provide instructions for advanced item types Group Calculate Retrieve The Construct Item screen will change depending on the Item Type and prompt you have selected 5 Construct Item location A Recording B Responding C Routing 1 CHOOSE PROMPT TYPES Script File C Introduce lv iv Choose if you do not need a response from the caller OR to record a preface to your question Inform pa pa Choose if you want to relay data to your caller without or before getting a response Question Choose if you want a response from your caller Z C Repeat Instructions Choose if you want a shorter version of your question repeated when caller does not respond Locked 2 RECORD PROMPT Question Prompt Play File Erase Script Please consider which of our store locations you visit most often For our Rose Hill location press 1 For our Lakeside location press 2 For our Downtown location press 3 Copy Settings Test Now Apply Now A Recording Choose Prompt Types You can record up to four types of prompts as part of a single item Only the question prompt is required Question prompts are diffe
27. Routing Callers 1 You can create and edit new surveys without any effect on the calls already in progress Your new surveys don t become live until you set a port or DNIS to route to them 2 The simplest way to route callers to the appropriate project is to designate certain lines to certain projects For example you assign ports through 5 to a product order survey and ports 6 through 8 to a customer satisfaction survey You will designate which line goes to which survey from the multiple lead surveys screen 3 Ifyou have a T 1 or DID line you will probably have DNIS or DID information coming into SmartQ If you know the DNIS or DID numbers you can route to the appropriate lead survey using the DNIS or DID SmartQ 5 1 Manual 95 Chapter 14 Advanced Topics Multiple Lead Surveys Custom only 96 SmartQ 5 1 Manual Chapter 15 Organizing Surveys X Ray Views of Surveys SmartQ can create customized cross sectional or X Ray Views of your survey Some examples of the use of this feature include e Quick Quality Assurance Easily check all of your survey settings e Survey documentation Provide a snapshot of your survey for later reference e Recording script Create a printout suitable for a recording session by selecting only the item name and script Creating a New View To create a customized view of your survey eg Views Your Views Here 1 Go to the Survey Design screen 2 Selec
28. Set up your email account information 1 From the Current Activity screen select Tools gt Email Setup This inputs your account information into SmartQ only one account can be used at a time 2 Enter your User Name Password SMTP Host and Reply Address optional If you do not know what to enter in these fields contact the person in charge of your network 3 Click Save SmartQ 5 1 Manual 5 EMail Account Settings BAX User Name Password SMTP Host Reply Address Smith abcdefg smtp mycompany com admin mycompany com 33 Chapter 4 Email Items Create an item in your survey 1 From the Survey Designer screen make a new item of Type Email 5 Construct Item Email A Recording B Responding C Routing 2 Select the Responding tab and enter the desired EMAIL SETTINGS Fondla information From admin mycompany com Insert To manager mycompany com Insert A completed email item is displayed in the example on cE Insert Subject g Satisfaction R l t the right In this case the results of the Grocery Store attachments Pe _ survey will be emailed to Message Survey taken on CALLDATE at CALLTIME Insert manager mycompany com with a subject line Responses si ce A aaa reading Grocery Satisfaction Report Clean gelean p Find find Created through the Formula Builder see Chapter 11 Oe sinauli i il will i Service
29. The Result item can be named anything you like Using Transitions 1 Create an item named Result or something similar in the survey in Survey Designer Include a formula that contains information you want as factors in the Status determination Make sure your survey routes to this saya Job Definitions item Setup Survey Result NightOwl Sites 2 Click on Survey Result Items and identify your survey s item which will F IV Log activity to file act as a Result of the call for this survey erak 3 Define Status transitions for all possible Results and initial statuses To access this screen click on Job Definitions from the uvey cometon ACE eE Advanced Dialer window select Use Status Transition Table Sikvey Completion Item and then click on Details 2 Samie Lont pg En 5 sees 4 This will bring up the transition table The Result can be any 39NghOw E E eiiie number a blank or ERROR You specify these transition rules n etun as discussed in the example below k eode R Example Your survey calls people in the morning on their birthday and asks them if they would like flowers delivered to their house If they do not answer in the morning your survey tries again in the afternoon If TET ae they answer no either time your survey does not call again If the answer is yes either time your survey calls the flower shop and orders flowers
30. a reserved word The checkbox Bracket table and field names in SQL lets you choose the appropriate setting eQ eQ is TeleSage s web survey product It uses a vertical structure for saving survey responses Instead of having a column for each item in the survey and a table for each survey eQ uses two tables called SESSION and RESPONSE Each call is a session with an ID date and time The SESSION table has eight columns e SESSION ID Autonumbered primary key e SESSIONDATE Date of the call e STARTTIME Time of the call e PORT Line that the call came in on e LEADNAME Name of first survey in call e LEADMINS Duration in minutes of first survey in call e RESPNAME Name of last survey in call SmartO 5 1 Manual 103 Chapter 15 Organizing Surveys e RESPMINS Duration in minutes of last survey in call The RESPONSE table has five columns e RESPONSE ID Autonumbered primary key e SESSION _ID Foreign key that references the SESSION table e SURVEY _ID Contains the eQ survey ID which you set on the Auto Export screen e DATANAME Contains the name of the SmartQ item e ANSWER Contains the response entered by the caller If you have a database with these two tables the connection to the database and the Survey ID for each survey are all you need to configure all of the table and field mapping is done for you When the data is written a separate row is written in the RESPONSE table for each survey item with
31. all responses to next item or route individuals based on passwords if you wish Retrieving Responses from More than one Survey You must set up separate items if you want to retrieve open end responses from more than one survey If you have different groups of people who are calling and who need to hear different responses from different surveys or different items from the same survey simply route these callers to multiple items set up to retrieve open end responses For example in the survey outlined above some staff members might be monitoring the responses from Site 01 and others might be calling for Site 02 You can repeat this process for as many different response surveys as you wish 1 Add New Survey Name the survey something that will remind you of its purpose such as RetrieveOpenEnd Add an item Name it Site Choice On the Recording Tab record a prompt such as Please enter the Site ID of your institution such as 01 or 02 Select the Responding tab and enter 2 for Minimum Digits and 2 for Maximum Digits Add an item Name it Retrieve_01 Select Select Item Type gt Retrieve Select the Responding tab Click Play responses to open end survey items oP Non YN Under Survey select the response survey for Site 01 Check all the open end responses that you want to make available 10 Add an item Name it Retrieve 02 11 Select Select Item Type gt Retrieve SmartO 5 1 Ma
32. an answer Suppose you ask On a scale of 1 to 10 how did you like our product Choose 1 if you strongly disliked it and 10 if you liked it enormously How does SmartQ know whether you have pressed 1 and are still trying to locate the 0 or if you have pressed 1 and are waiting to move on to the next question SmartQ will accept an answer with fewer than the maximum digits allowed after 2 seconds a long enough pause to ensure that the caller is finished entering their answer and will not enter more digits SmartQ will accept answers containing the maximum number of digits immediately since no more digits are expected Alternatively you can instruct callers to enter the pound sign when they are finished entering their answer In this case you should treat the pound sign as a digit when setting the maximum number of digits The pound sign will not appear in your response data SmartQ 5 1 Manual 21 Chapter 3 Survey Design Construct a Query Question Timing Allow response during question allows callers to anticipate a reply and enter a response during a question rather than waiting until the prompt has completely finished Default checked box Time allowed for response seconds indicates the number of seconds that the system will wait for a caller s answer before playing the Repeat Instruction prompt If no Repeat Instruction Prompt is present the Question will repeat Default 3 seconds Time before repeating
33. button on the bottom of the screen to access Phone Line Setup Select the Hangup and Fax Detection button Not only can you enable or disable fax transfers from this window but you can adjust the frequency and cadence so that SmartQ can recognize incoming faxes from your system This function would be used if you were having trouble with faxes not being recognized properly J Hangup Detector Hangup Tone Settings Frequency 1 Frequency Deviation 1 Status 400 Frequency 2 25 Frequency Deviation 2 Onhook Not allocated Activity Clear List_ Time On Time On Deviation 50 Time Off 50 Time Off Deviation Repetitions Port to Use Frequency 1 Toy Fax Tone Settings Frequency Deviation 1 400 T Fax Detection On 25 Save Settings 10 21 04 initialized Voice Pickup Dial Hangup Record File Play File Exit SmartO 5 1 Manual 47 Chapter 7 Conducting and Monitoring Surveys 48 SmartQ 5 1 Manual Chapter 8 Data Management Overview This chapter will explain how SmartQ collects and stores data as well as how you can view and manipulate the data once it has been collected When a client calls your automated telephone survey and answers questions SmartQ stores the responses on your computer s hard disk Using the buttons on the Data Screen this call data can be viewed exported to a te
34. caller VALID RESPONSE LENGTH READ BACK TO CALLER automatically It also has additional prompts Minimum Number of Characters 1 rie ae z ate i t to guide callers who are experiencing Meo et Eae lara difficulties with this style of entry Buce Tani tinine E a n 1 First on the Recording tab record your Allow er ma m u Maani 2 question with an option to press for eee E Allow fuzzy match V instructions on how to enter an Time before repeating g x question seconds alphanumeric entry Callers will be Maximum number of tries 3 guided by your instructions to make tguestion crear answer entry simple Sample instructions VALIDATE RESPONSE you might want to record are included in eateries n 4 ali oices t the examples that follow S 2 Ifyou wish to restrict what entries you lal nse will accept check the Reject Invalid Response box under the Validate Response heading 3 Click the List button to enter the values you will accept Click OK when you have finished listing acceptable responses As with numeric entries any entry not on the list will prompt the system to ask the caller to enter the response again SmartQ 5 1 Manual 25 Chapter 3 Survey Design Construct a Query 4 Set up the rest of the Responding tab as you would any response The Special Touchtones are not available when alphanumeric entry is activated since they are needed to backspace and enter the alphanumeric string TIP f th
35. first line of output V Export open end IDs I Export open end transcriptions Output File Name Let me select file name Calculate file name by formula Build Formula Export View Log Close TIP The record number call port call date present date and call time present time automatically appear in the first four fields When manually entering a survey you may want the call date and time fields to reflect the date and time that the survey was actually administered rather than when it was typed into the computer To change this data simply type over the existing information The record number uniquely identifies the record and cannot be edited The call port number 999 identifies the record as manually entered data Exporting Data SmartQ can export data to Microsoft Excel and other programs that can import data from text files You can also view and edit the exported text files in text editors 1 Make sure you are viewing the Data screen if not click the Data button 2 Select Data gt Export The Export Data window will appear 3 Specify the data to be exported by selecting a survey and range of dates from the 1 Select Survey and Dates group 4 Under Fields Available double Export Data Help 4 Eee Ei Use Saved Export Format optional Survey 95 Sample Lead Export all data in this table From September v 1 2006 To September
36. group Click the right arrow to move them to the Fields to Output list 7 Ifyou check the Include field names as the first line of output checkbox the first line of the output file will contain the names of the fields The actual data will begin on the second line of the file 8 Ifyou check the Export open end IDs checkbox the numeric IDs of any open ended responses will be exported to the data file 9 If you check the Export open end transcriptions checkbox values entered by the user will be exported to the data file 10 When you are ready click the Export button to name the data set and specify where the data should be saved 11 To view a list of all activities in the Export Data window click the View Log button 12 Click Close to close the Export Data window and return to the Data Screen Save and Load Settings If you export the same type of data periodically and want to ensure that the format remains consistent you can save your settings by using the controls in the 2 User Saved Export Format group 1 Press Save to enter a name for the settings Typical names would include the survey name and the purpose such as Grocery Monthly All the settings except the dates will be saved 2 The next time you want to use these saved settings select the name that corresponds to your settings from the pull down list Filtering and Dividing Data If you select Calculate file name by formula from the 4 Options group ra
37. lead survey while projects are live introduces risk to the ongoing projects A mistake in the new project could route callers to the wrong questions The multiple lead surveys feature solves these problems SmartO 5 1 Manual 93 Chapter 14 Advanced Topics Multiple Lead Surveys Custom only How Multiple Lead Surveys Work Any survey can be designated as a lead survey There is no limit on how many surveys can be lead surveys Any survey that is not a lead survey is by definition a response survey Each response survey is associated with one and only one lead survey If no selection is made the response survey is associated with the default lead survey shown on the Current Activity screen Your callers are routed to the correct lead survey by the phone number that they dialed Setting Up Multiple Projects 1 5 6 7 Click on the Multiple button from the Survey Design screen or Current Activity screen On the Multiple Lead Surveys screen check the Enable Multiple Lead Surveys checkbox Click OK Lead Survey Multiple Create a new lead survey even if you are not yet ready to set it up Check the Lead Survey checkbox 4 Select Survey jih 02 Car Survey Create the first response survey and immediately associate it with the lead survey in the Multiple Lead Surveys screen by clicking the Multiple button again This will ensure that no fields from the default lead survey are created in your respo
38. number 4 into the text box 8 Select on the C Routing tab 9 Retrieve returns either a value of 1 or a 0 to its own database field Route 1 information was found and 0 no information was found to Next if you want to continue on with the survey or make a calculation in the next item You could also branch at this point routing to the survey questions you want to ask if the caller has taken the survey before and 0 to questions for a new caller If SmartQ finds information it stores a value of 1 in the database and makes the information available for use If the information does not exist it stores 0 in the database Advanced Examples Retrieve and Calculate The first item in your lead survey asks for an identification number and is called id In the response survey you ask five questions The last item in the response survey is called score and averages the answers to the five questions Now you want to retrieve the last survey taken by the caller to calculate and store in the database the caller s change in score The first step is to retrieve the last survey from the database that has the same ID number as the current caller s ID Then the caller will be routed so that the survey continues and the information is calculated 1 Insert or create an item in the response survey Name it id_retrieve Select Select Item Type gt Retrieve Select the B Responding tab Under 1 Retrieve only where use the p
39. phone numbers the database typically includes fields for status date and time to place the call criteria that determine when a call should be made such as a time zone and other data to be used during the call such as a customer ID number The Advanced Dialer keeps track of what calls are already in progress so that no duplicate calls are made Each time a call is completed the database is updated according to rules that you establish Jobs The settings for which database and queries to use and how to manage the results of the calls are all stored in a job Configure these settings from the Advanced Dialer s Job Definitions screen Multiple jobs can run concurrently 122 SmartO 5 1 Manual How It Works Database SmartQ uses an ADO connection string to connect to your Databases and Queries E3 database If you know how to make a connection string you can diilit 3 PPE Name Name simply type it in Alternatively you can browse to your database z E with the database connection wizard g Revove e ef Delete Test Delete Test To set up a connection string to your database Connection Sting Query SAL statement NightOwi query 1 Go to the Advanced Dialer s Databases and Queries screen 2 Under Database Connections click New This will open the Windows Data Source wizard 3 Browse to your database This will create a Data Source pon enters Name DSN fo
40. press 2 SmartO 5 1 Manual 133 Urn Randomization T0 Q3 QUERY Education Has the subject completed some college or more For Yes press 1 For No press 2 11 Q4 QUERY Doctor Has the subject seen a doctor in the last year For Yes press 1 For No press 2 12 AssignToGroup Invoke Counts Query here 13 SaveResult Invoke the Assignment query here 14 ShowResult INTRODUCEPROMPT1 Thank you The subject NTRODUCEDATA1 Read Subject Id to caller NTRODUCEPROMPT2 has been assigned to group 5 DoAnother I I QUERY To hear this assignment again press 1 otherwise press 2 1 Q Eal UERY Would you like to randomize another subject For Yes press 1 For No press 2 134 SmartQ 5 1 Manual Appendix B Sample Surveys Overview The materials in the manual are designed to help you understand how the sample surveys included with SmartQ were designed and scripted The method outlined here is the method we recommend for creating your own surveys 1 2 Define the questions you would like to ask Organize the questions into logical groups should you create a lead survey for gathering basic information or routing to different surveys Should you create a response survey How many response surveys do you need branched from your lead survey Etc Create a flow chart of questions and where their answers lead for each survey Fill in the deta
41. press 2 Numbers and Any numbers and letters specified for playback for the Inform prompt will be Letters spoken by the SmartQ system voice In a multilingual system you can record multiple prompt sets by creating additional survey voices and either use one of the built in SmartQ system voices for that language or record your own system voice Each system voice is associated with a language with grammatical rules for constructing dates times numbers and so on Your callers can select which voice language they prefer to hear with a voice selection item This is just an ordinary survey item that you designate for the purpose of choosing a survey voice SmartQ provides a screen for you to select what response leads to which survey and system voice System voices can be in English Spanish or German Future releases of SmartQ will support more languages Once you create a system voice it can be used in any survey SmartQ 5 1 Manual 59 Chapter 10 Advanced Topics System Voice and Multiple Language Support You might for example create four system voices one for American English one for the English of Scotland one for the English of England and one for the English of India All of these four system voices use the same language rules but will have their own recorded prompts to reflect differences in pronunciation NOTE You can record a system voice in any language you d like the limitation is that the grammar ru
42. prompt you for a numeric value Enter a value That value will appear in the Voice Selection Response list o Oo N OD Select the value and then select a voice from the Survey Voice pulldown menu to associate with it This is the voice that will be chosen if this value is the result of the item SmartO 5 1 Manual 63 Chapter 10 Advanced Topics System Voice and Multiple Language Support 64 SmartQ 5 1 Manual Chapter 11 Advanced Topics Formula Builder Overview After your call information is collected it is likely that you will analyze the data in another program However you can also make calculations from within SmartQ Formula Builder helps to score questions collect the right data to read it back to callers route answers based on calculations and more The three places in SmartQ where you might use Formula Builder most often are e Ifyou choose Calculate as your item type you will use Formula Builder to recall or score your data e Ifyou use the Inform Prompt to read back data to a caller you may calculate information using Formula Builder under Inform Data If you use Retrieve as your item type you can route callers according to data from previous surveys using Formula Builder Many advanced features of SmartQ rely upon the Formula Builder to make calculations dynamically SmartO 5 1 Manual 65 Chapter 11 Advanced Topics Formula Builder Calculate If Calculate is highlight
43. pulldown menu Voice Selection Response lt Clear gt System Voice Amer English femal v 6 Press Exit to return to the Survey Design screen Add Edit Survey Voice v Add Remove Exit Recording Survey Voice Prompts Chapters 2 and 3 have already discussed the basics of recording prompts for your survey Once you add survey voices you will need to record a prompt for each of these survey voices for every item in your survey after the survey branches with the voice selection item Choose between your survey voices with the 2 SELECT SURVEY VOICE pulldown menu on the Recording tab of the Survey Design screen Notice that all of the boxes checkboxes and buttons will change after you select a different survey voice to reflect what scripts have been entered and what prompts have been recorded for it How to Create a Voice Selection Item You can designate one item in your survey to be the voice selection item which changes the survey voice that will be used for the rest of the survey It may be any item type so you could for example ask your callers Press for English or para espanol empuje el dos Or you could perform a lookup or calculation with a calculation or custom item In any case this will cause SmartQ to use a particular system voice and survey voice for the remainder of the call IMPORTANT If one survey routes to another the second survey will attempt to use a survey voice with the same
44. question seconds indicates the number of seconds that the system will wait for a caller s answer before replaying the Question prompt Default 3 seconds Maximum number of tries question cycles determines the number of times the Question will play Ifa caller does not enter digits the Question and Repeat Instructions prompts will replay If the caller enters invalid digits the Invalid Answer prompt will play before the Question and Repeat Instructions replay Default 3 tries To specify what happens after the third try go to the C Routing tab under No Answer Validation Check the Reject Invalid Response checkbox under the B Responding tab of the corresponding survey item if you want the system to validate numeric or alphanumeric user entry The Responding tab is shown to the right for single digit responses A Recording B Responding C Routing Indicate valid responses by typing them into the Valid Choices text box VALID RESPONSE LENGTH Minimum Number of Digits E If you check the Translate Response checkbox you will be able 3 ee Maximum Number of Digits ft to press the associated button This will bring up a window that allows you to change the values of keys on the telephone touch QUESTION TIMING pad so that for example pressing 1 is translated as though 2 Pee eae ea were pressed Time allowed for B response seconds Time before repeating question seconds fo Maximum number of tries ques
45. read back using First Inform Data On is recorded as the Second Inform Prompt and January 1 2010 is calculated and read back using Second Inform Data The item that currently contains your introduction is called welcome 1 Select the previously created item called welcome Inform prompts do not record data so you can set them up as part of an existing Item 2 Select Select Item Type gt Query w On the A Recording tab click on the First Inform Prompt Type The time is in the Script box and record the prompt Click on First Inform Data Select Select Data Type gt Date Click the Formula Builder button The Formula Builder window will appear Click the Advanced button Build the formula HOUR amp amp MINUTE oN Oo A SmartQ 5 1 Manual 75 Chapter 11 Advanced Topics Formula Builder TIP How to build the formula e HOUR and MINUTE are under Current Date Time e lt is a Text Operator e is entered with the Text or Number box 9 When you are finished using Advanced Formula Builder click Save 10 Click OK in the Formula Builder window to close it 11 Click on the Second Inform Prompt Enter on into the Script box and record the prompt 12 Click on Second Inform Data 13 Select Select Data Type gt Date 14 Click the Formula Builder button The Formula Builder window will appear 15 Click the Advanced button 16 Build the formula
46. required to review your entire survey using the Survey Design screen Additional Features and Notes Get current setting will put the value of the highlighted item into the text box so that you do not have to re enter the information This is useful if your values are difficult to type accurately Invert Selection refers to the checkboxes next to the items If you have 4 items in your survey and items 1 and 3 are checked clicking Invert Selection will check items 2 and 4 leaving items 1 and 3 unchecked Some item settings such as the Reject Invalid setting have binary values of either 0 or 1 As in many other computer programming languages 0 corresponds to False while 1 corresponds to True A value of 1 in the Reject Invalid setting means Yes Invalid numbers will be rejected All changes are permanent within your survey there is no undo option so be sure to back up your survey beforehand and refer to the user s manual or SmartQ technical support if you are unfamiliar with certain settings or phrases Auto Export of Responses Advanced By default SmartQ stores responses in a Microsoft Access database at the end of each call You can also have data exported to a text file to an ODBC compliant database to an XML file or to a TeleSage web survey format file This feature is useful if you use a SQL server database or other external tool because SmartQ can export the type of data that is most useful to your current appl
47. separate randomization database an SQL query to retrieve the counts associated with each cohort from the randomization database the counts query and an SQL query that updates the randomization database with the cohort assignments the assignment query Randomization Database The randomization database must have fields for e aSubjectID e the cohort assigned e afield for each qualification SmartQ 5 1 Manual 131 Urn Randomization Counts Query The counts query returns the cohort name in the first column Each of the other columns must represent the count of subjects having that qualification Each possible answer to a qualification question merits a column For example if you are randomizing based on whether the subject is employed you would need two columns for the number that are employed and for the number that are not This way you will get balancing of those who don t have a qualification as well as the number that do This is easy to understand if you consider a qualification like gender you wouldn t want to only balance one gender and leave the other to chance e Every possible group must have a row If there are no subjects assigned to that group the other field values will be 0 e First field is the group name not an ID e The order of the fields after the first field matters They must be the qualification counts in a consistent order Within the SmartQ survey you ask the qualification questions and then
48. that your customers would not wait on the phone through 19 questions you hand out a paper copy of the survey that is completed in the restaurant or at home and have the customers call in their answers When SmartQ takes the call instead of having all 19 questions waiting to be answered you ask the customers to put down all their answers in one long string which saves them time However if they accidentally skip one question in the survey the remainder of the 19 questions would be recorded inaccurately in your database ruining your data How do you solve this without making your customers wait through 19 separate questions The answer is Validation by Segment If a customer answers the survey with 1263489786245102147 they have no idea they made a mistake 1263489786245102147 However SmartQ knows that on your survey question 13 cannot have 5 as an answer and thus it is likely that a mistake was made on the data entry The How do we check this number only caller can then retype the answers correctly which ensures that your data will be more accurate 24 SmartQ 5 1 Manual B Responding Using Validate by Segment s From the above example we are going to validate the 13th digit of our 19 digit number x Help 1 To begin select the Validate by Segment s option from the Validation window C List of Valid Choices 2 Enter 13 into the Start text box This means that the v
49. the recording Group Group brings together a set of items This is particularly useful if you wish to randomize or rotate questions in your survey Calculate Calculate using caller responses gathered during the survey You can score a set of questions at any point in your survey to store the answers or to route callers based on the calculation Email Email the result s of your survey to recipients of your choice Can be used to attach files distribute orders and notify staff of survey results among other functions Retrieve There are three types of retrieval A Retrieve Data for Calculations looks up information such as the date of the last call or an answer to a particular question during a previous call and makes the data available to perform calculations B Retrieve Spoken Responses sets up the ability for authorized callers to retrieve spoken responses mes sages from any touch tone telephone This is ideal for offices with multiple locations but only one com puter running SmartQ software C Resume Incomplete Survey looks for a previous incomplete survey from this caller If one is found the data is read in and the survey resumes where they had left off SmartO 5 1 Manual 13 Chapter 2 Survey Design Creating New Surveys and Items Step 5 Construct Item You will use Construct Items differently depending on what type of item you have selected in Step 4 Select Item Type Query Digits is the most commo
50. the D 4PCI U then install the PCIU patch Install TeleSage SmartQ If you do not have it you can download it from www telesage com latest Use UserID telesage password customer oN Oo A 9 Download the update for SmartQ as well from the same web location as the full install but do not run it yet 10 Put this computer on the same network as computer A 11 Call TeleSage at 919 942 8849 and acquire a key code for the unique Product ID and PCID of this computer A To find the PCID start SmartQ In the dialog boxes choose Full Capacity and Purchased Software Package successively B The next window will display the PCID and request the ProductID and KeyCode C Very important Write the ProductID down and put it in a safe place THIS WILL BE OVERWRITTEN when files are copied from Computer A SmartQ 5 1 Manual 145 Transferring SmartQ to Another Computer Step 2 Shut down computers and move the voice board 12 Stop SmartQ on both computers by clicking Exit Wait for any calls on A to complete 13 Shut down both computers and be sure they are powered off and unplugged 14 Unplug the phone lines from the Dialogic board s on computer A and leave unplugged 15 Move the Dialogic board s to computer B Do not yet plug in the phone lines Step 3 Verify voice board installation on computer B 16 Plug in and start up both computers 17 If SmartQ starts on computer A ignore any errors and close the Sma
51. the answer to a survey question The caller will hear any prompts you recorded followed by a beep They can then leave a message that you can hear later Repeat instructions are not available with open end queries All other settings on the Recording tab operate as described in previous sections If an open end item is visited several times on the same call the responses are appended to each other the later recording does not erase and record over the previous one Check the Allow Review of Message box to allow callers to review or delete their message before finalizing it If this box is checked callers will hear five options after leaving a message Number Explanation 1 Save 2 Replay 3 Record Again 4 Add to Message 5 Delete Message 5 Construct Item checkout A Recording B Responding C Routing SPECIAL TOUCHTONES optional Return to Previous Item gt _ Rerecord Current Item 0 Save Recording and Route y Pause Survey Skip Item if formula result is 1 Formula Builder Allow Review of Message Filename for Messages Formula Builder Insert in Survey If recording already exists Time allowed for Append C Overwrite ecording seconds 120 Test Now Apply Now ene Copy Settings know how to signal the end of their response TIP The maximum length of an open ended response is set on the Advanced Survey Settings windo
52. the caller and route them to the appropriate response survey where they will answer survey questions When clients call into your automated telephone survey system the lead survey will answer the call first Typically a caller s ID code zip code or other type of identifying information is collected at this time Once callers answer these few key questions they are routed to a response survey to answer the questions for which you are collecting your primary data The process for setting up lead and response surveys is exactly the same The only difference is their function It is not mandatory that you design your surveys in this manner especially if you have a very short set of questions However the lead survey with response surveys method will prove the most straightforward to design and maintain and we strongly recommend it SmartQ s Survey Designer allows you to route callers to as many response surveys as you would like For example you might create a survey for a large chain of theaters that routes callers to different surveys depending on whether they want to find out what movies are currently showing to buy a ticket or to find out what movies are scheduled for the future Before you begin creating your surveys in SmartQ we suggest that you outline a version of your main lead survey and then decide how it will route callers to your various response surveys Once you have a lead survey you should create your response surveys Sma
53. the database SmartQ 5 1 Manual 125 Chapter 22 Advanced Dialer Additional Advanced Dialer Information Detecting Live or Machine 4 Outbound Call Progress SmartQ decides whether a live person has answered the call Live Person Max Hello Length 1 8 by listening to the duration of the first sound after the ring is interrupted If the sound is longer than 1 8 seconds it is deemed to be a machine If the sound is shorter than 1 8 seconds then it is treated as a connection to a live person This setting can be altered by clicking on the Change button on the Current Activity screen Maximum queue duration By default if a call is not completed within 5 minutes of being placed on the dialout queue it is cancelled and removed from the dialout queue If this happens no Update query is run for the cancelled call If the call is selected again by a GetCalls query it will be queued up for dialout Calls can be cancelled if you stop dialer ports for some time while a job runs or if the dialer is overloaded and cannot get to the queued call in a timely manner Calls are cancelled so they are not placed long after they are due for example after a certain hour or event The time limit can be changed under Dialing Rules on the Advanced Dialer screen Example Queries GetCalls Query Your database has one table with people their phone numbers and other personalized information Your database has another table containing
54. the name of the item the response and the relevant IDs that tell you which call from which the data was retrieved XML Data collected by SmartQ can also be exported in XML files Use the XML tab to specify a custom Destination Filename and Destination Folder for the exported XML file The Destination Folder can be either a local or a network drive Be sure to choose a file naming convention that yields unique filenames unlike the text file export function SmartQ will overwrite an existing XML file The filename must end with XML The format of the XML output is controlled by a saved XML format file There is one of these files per survey with extension exm A default file is created automatically when you first enable XML export for a survey When you click Edit XML Format the file will be opened for you in Notepad This file provides a template for the contents of your output files Insert a SmartQ formula enclosed in curly braces in each place where you need to insert a survey response or other conditional text These formulas are evaluated when SmartQ writes the output file so that the appropriate values are filled in The curly braces themselves will not be included in the output Export Existing Data You can have the data collected from calls exported in XML format at any time When you click Export Existing Data on the Auto Export screen you will be prompted for a starting and ending date All calls completed during that da
55. type allows you to access data from previous surveys It will retrieve data from the first survey taken by the caller and the most recent survey taken by the caller Once retrieved this information is available for the rest of the call This is useful for different purposes e Route a caller to a specific set of questions based on an answer to a previous survey e Use information from a previous survey in a calculation The Retrieve item type is easy to use you specify criteria for lookup and SmartQ will search through past surveys for a match Whether the data was in the first survey taken by the user or the most recent the information will be made available to you in the current survey You will know if SmartQ was successful in finding past surveys because there will be a value of in the database field if the Retrieve item was successful If SmartQ does not find any information because either no previous survey exists or the caller did not answer any of the questions you wished to match a value of 0 will be stored in the database field The survey information will not be available for later routing or calculations The values 1 and 0 are especially important for routing as you will see in the following instructions TIP Once you retrieve data from a previous survey that information can be used for all subsequent calculations in the current survey SmartO 5 1 Manual 83 Chapter 12 Advanced Topics Setting up Retrieval o
56. v a5 2006 X C Export this survey only X Edit Save Clear Fields Available Fields to Output Separator between data CALLPORT CALLDATE CALLTIME LEADNAME LEADMINS RESPNAME RESPMINS DIDDIGITS CALLERID code letter gt gj Comma Zi I Include field names as first line of output IV Export open end IDs I Export open end transcriptions Output File Name Let me select file name Calculate file name by formula Build Formals Export View Log Close click each data field name you would like to include in the exported data file It will then be listed in the Fields to Output box 5 Double click a field name from the Fields to Output list to remove it To clear all of the field names from the Fields to Output list click the Clear button 52 SmartO 5 1 Manual Exporting Data 6 Select a Separator between data such as a comma tab pipe or none from the pull down menu Each data value will be separated by this character in the output file This is necessary if you plan to import the file into a database TIP If you wish to select multiple fields hold down the Control key and click on each field you want until you are finished Click the right arrow to move them to the Fields to Output list If you wish to select consecutive multiple fields hold down the Shift key while you click the first and last fields of the
57. will answer the call This survey may contain all the questions you wish to ask However this survey may simply gather information that will route the caller to one of many different surveys you created with SmartQ For example the system can prompt the caller to enter one or more SmartO 5 1 Manual Phone Line Setup identification numbers such as a survey ID personal identification number PIN or a provider ID If you are running multiple surveys these responses will tell SmartQ which survey to run 4 Using voice prompts the system asks questions that the client answers using the touchtone keypad on the telephone 5 The caller hangs up SmartQ detects this and hangs up too 6 SmartQ gathers the information from your survey and simultaneously stores it in a Microsoft Access database on your computer s hard drive It is immediately available for easy export and analysis gt gt vi a A Phone Line Setup When you start SmartQ or when you click on the Current Activity button you will see a screen showing system activity You will also see a list of the current line settings To change any of these settings click the Change button This will bring up the Phone Line Setup window Phone Line Setup Numbes of Lines 4 X Live Person Max Hello Length 1 8 Rings Before Answering oo Timeout for Dial For Recoding 22 Otfhook delay Sec 0 oo Max Nonsilence To Ignore higltch cs 19 19 Anawer Deglitch ansrdgl_cs
58. your Phone table In the Zip Code field in your new table enter each unique zip code from your Phone table 3 In the Quota field enter the number of surveys you need from each zip code On the Set Job Quotas screen the Phone Database and Phone Table or Query are filled in according to what you have selected on the Dialer Jobs screen Select Category Field gt Zip Code From the Quota Database pull down menu select the database in which your new quotas table is contained Select Quota Table or Query gt quotas Select Category Field gt Zip Code to indicate the field in which the category is contained Select Quota Field gt Quota to indicate the field in which the quota is contained SmartQ 5 1 Manual 111 Chapter 17 The Standard Dialer Creating a Job 112 SmartQ 5 1 Manual Chapter 18 The Standard Dialer Scheduling Overview After you have defined your job add it to the Dialer Job Schedule Adding a Job 1 On the Dialer Job Schedule screen click Add Add Dial Job 2 Select the job you wish to add from the Job Select Job Select Ports Name pull down menu Job Name Rental Reminder v1 z2 3 Select a starting time and priority for your job 5 Options include Select Start Priority C 1 Start Now e Start Now Begin the job PS eects interrupting all active jobs 3 Start at pre empt any currently running job Start Next Begin the job as soon as Date Februar
59. 1 Browse to the destination Directory on ne xi Surveys Surveys 2 Select the survey to copy in the Surveys menu on the left 3 Click the Copy button 01 WA State LEAD 02 Car Survey 03 Seeing Eye Survey 04 Seeing Eye Part 2 05 Demo Survey Cable 06 JackCar 11 Grocery Store 20 PizzaLead 21 PizzaDeliver 22 PizzaDinein 23 PizzaCarryout 24 PizzaSatisfaction 56 TOPT103 57 TOPT203 58 SP TOPT103 59 SP TOPT203 66 Satisfaction Survey 67 TOPT102 z Director Director C Program Files telesage C Program Files My Surveys Browse Browse Exit 02 Car Survey 21 PizzaDelivery Copy gt gt Delete Rename Moving a Survey 1 Follow the instructions in Copying a Survey above to move the survey to a new location 2 Delete the original survey Renaming a Survey 1 Select the survey you wish to rename and click Rename 2 A dialog will warn you that if you rename a survey other surveys currently routing to that survey if any will not route properly Click OK if you want to continue renaming your survey 3 Follow the prompts which will ask you to enter a new survey ID first and then to enter a new name for your survey You do not need to change the survey ID in order to change the survey s name Survey Power Editor Advanced Custom only SmartQ s Survey Power Editor enables the survey designer to change entire surveys with only a few clicks of the mouse
60. 3 1 2 3 1 2 3 rl 1 3 2 2 3 1 2 1 3 3 1 2 2 3 1 3 1 2 3 2 1 SmartQ 5 1 Manual 57 Chapter 9 Advanced Topics Group Setting up a Group 1 Ifyou are interested in placing items in a group it is easiest to set up the items first and then group them afterward Set up all items to be placed in the group first as you normally would for any item 2 Click once on the first item you wish to place in a group 3 Click the Insert button to insert a new item Calculate Retrieve 4 Enter a name for your new item which will group the other items and click Custom OK 5 Select Select Item Type gt Group 6 Click on the Responding tab 7 Under the heading Select Items To Include In Group you will see all the items in your survey Select items for your group by checking boxes to the left of the desired Items You can select as many items as you want or unselect items you do not want If you wish to clear all the checked boxes and start selecting again click the Clear Selections button Select Items To Include In Group 2 fast_food 3 take_out 4 frozen_dinner 6 times_week 7 expense 8 other_options OOO 8 Once you have selected all the items you would like to group select the Fixed Random or Rotating option depending on how you want the group to behave 9 Click on the Routing tab 10 Each item in the group routes back to the group The group item itself has the routing logi
61. 4 signaling do not support hookflash transfers For these select Conference as the transfer type When you route a caller to another phone number from the Routing tab in the Survey Designer SmartQ will choose another unused channel call the transferree with that channel and conference that channel with the original caller Both channels remain in use until the conversation is finished Number of DNIS Digits Set to the number of DNIS digits that your T 1 delivers DNIS is normally the phone number a caller dials to reach your IVR A T 1 can be programmed to deliver all 10 digits or just the first 4 or 5 T 1 with AMI D4 Get ANI DNIS after pickup If you have an AMI D4 T 1 ask your T 1 provider to setup ANI amp DNIS as DTMF digits after SmartQ goes off hook Digits should be formatted as ANI DNIS Check this checkbox SmartQ will parse the signal and save the ANI caller ID and the DNIS dialed number sepa rately for you Initialize Pick Up Ring Hang Up Drop These are the robbed bit signaling parameters If your system doesn t answer or dial out call TeleSage for help with these settings SmartO 5 1 Manual Phone Line Setup 4 Outbound Call Progress In order to set the Outbound Call Progress parameters properly you should have a basic understanding of how SmartQ determines the results of a dialout operation 1 The dialer goes off hook dials a number and listens 2 The dialer establishes a cadence fo
62. 50 gibi onre 50 C Analog Time Allowed for Answer noanswer c2 3000 3000 TI with ISDN Max Time Between Rings maxintering cs 750 750 T1withAMID4 O Boards Eq 1 1 Outbound Call Setup Expect Wek ate Pen Phone lines provide hangup 7 Time to wait for Wink Sec 2 0 Transfer type Hookflash Time between Pickup and Dial Sec 1 5 Conference Use MF dialing Numbers of DNIS Digits 5 revere 2i niasa nn Enclose dialzting with and 8 Got ANIPDNIS ater pickup V Initialize ALBL Pick Up Ring JAHBH AHBL Hang Up Drop Dialogic Hangup and ALBH ALBL gt re s aa se SmartQ 5 1 Manual 5 Chapter 1 Getting Started Line settings need not be changed unless you have T 1 lines or extra services on your phone lines These are arranged into five groups 1 Port Settlings Number of Lines is set by default to the maximum number of lines you purchased You can set the number of active lines to any number equal to or lower than the number of lines you purchased with SmartQ Rings Before Answering is set to 1 by default You can change this so SmartQ picks up and starts surveys after 1 4 rings Set to 2 if you have Caller ID and wish to enable it Offhook Delay is the number of seconds to delay before SmartQ starts playback of the first prompt This set ting is necessary because some telephone systems ring a phone before the audio path is ready and if playback were immediate the caller w
63. Field select the field that contains the phone numbers to be dialed For the Result Field select the field reserved for the Standard Dialer to report the result of each dial attempt TIP In the database the phone field should be populated with phone numbers and the result field should be blank so that the Standard Dialer can write information about the dial attempt If the result field is not blank it will not call the corresponding number in the phone field Step 3 Set Job Schedule This feature allows you to choose when the Standard Dialer will make calls Use the checkboxes to select which days of the week calls will be made Use the pull down menus to set the range of hours calls will be made 108 SmartO 5 1 Manual The Five Basic Steps of Job Designing TIP If your database contains phone numbers from across the country schedule different jobs for different time zones All times refer to the real time clock on your PC Step 4 Set Dialing Specifications You can specify settings for your Dialer Job such as which survey to administer and how to dial out of your phone system 7 Enter any prefix your phone system requires to dial out such as 9 in the Dialing Prefix box If all the numbers in your database are in the same area code you can leave out the area code in the database and enter it here in the Dialing Prefix box instead If you need a prefix to dial out and you also wish to
64. For example you might set up a survey structure similar to the example below 88 SmartQ 5 1 Manual Set Up a Survey to Retrieve Open End Responses Lead Survey Enter Site ID 99 01 ae Response Survey RetrieveFeedback Enter Password Response Survey Site01 Questions for survey Retrieval Open end responses Delivers Open end responses 02 es Response Survey Site02 Questions for survey To accomplish this set the site ID item on your lead survey to also accept an input 99 in this example that will route to the retrieval item but do not record in the prompt that the option to hear open end responses exists You can safely distribute a number that will not be entered by a survey taker like 99 to those who will call in to hear open end responses Instruct the staff to enter the access number at any time during the first prompt to hear the open end responses Set Up a Survey to Retrieve Open End Responses 1 on Fw Add New Survey Name it something that will remind you of its purpose such as RetrieveFeedback Add an item Name it something that will remind you of its purpose such as Retrieve_All Select Select Item Type gt Retrieve Select the Responding tab Click Spoken Responses Under Select Survey select the survey that contains the responses you would like to make available The Sele
65. Operators contained in a comma delimited Result 0 15 INLIST 9 10 14 15 99 Result 1 Bean INLIST Ant Be Bz Result 1 80 SmartO 5 1 Manual Advanced Formula Builder Quick Reference Guide to Symbols in Formula Builder INSTRING Text Search for a string in a string file 123 INSTRING 23 INFILE Operators or range Returns 1 for true O for Result 1 false Place the operator between f search test INFILE the string to be searched and the P operators string to find myfile txt z Result 1 if found 0 if not INRANGE Math Place INRANGE between a 5 INRANGE 1 5 Operators constant and a range or between Result 1 two ranges Result will be 1 if the first parameter is entirely within 1 5 INRANGE 4 10 the range of the second Result 0 parameter ISALPHA Text Used to check if a string contains test ISALPHA ISNUMERIC Operators only alpha or only numeric Result 1 characters Place ISALPHA or ISNUMERIC after a string to be x 7 rg checked Returns 1 for true 0 for sR p TENUMERTG false Alpha means upper or Result 0 lower case letters including international letters but not space numbers or punctuation ISFILE Text Search for a file on the hard disk C WINNT ISFILE Operators or network Returns 1 if found O Result 1 because files exist within if not found I
66. Result MIN A Result A NTHTOKEN Text Parses a comma delimited string These are 4 tokens Operators and returns a chosen token from NTHTOKEN 2 the string Result are OR Logic Used to combine logic tests IF 1 1 0R 1 2 Operators True ELSE False ENDIE Result True RANDOM Math Gives arandom number between 1 RANDOM 6 Operators two integers Place RANDOM Result random between 1 and 6 between two integer values The values must be between 32 768 and 32 768 but order does not matter REMOVE Text Removes characters Place 45678 REMOVECHARS 6 CHARS Operators between a string and the Result 4578 character you want to remove ds P eee ABACAD REMOVECHARS A Result BCD REORDER Text Reorders the string Place ABCD REORDER 4321 Operators REORDER between a string to Result DCBA be ordered and a string to specify the order WRITETOFILE Text Writes a string to the endofafile Some text WRITETOFILE Operators Creates the file if it does notexist c myfile txt Does not erase the current Result 1 Creates c myfile txt if contents just adds to the end it didn t exist already with a carriage return Returns 1 if successful 0 if not My lost text WRITETOFILE c invalidfilename Result 0 82 SmartO 5 1 Manual Chapter 12 Advanced Topics Setting up Retrieval of Data for Calculations Overview of Retrieval The Retrieve item
67. Special Touchtones box like the one at the right A For Return to Previous Item enter B For Repeat Current Item enter 0 C For Skip to Next Item enter D For Pause Survey enter 9 Click the Copy Settings button at the bottom of the window A window will appear where you can select the settings you wish to copy and apply them to other Items Check the checkboxes next to Go back key s Repeat key s Skip Key s and Pause Key s Hold down the Control key and click on 2 repair then 3 accident Both should be highlighted Click OK After you confirm that you wish to apply the settings to these items by responding Yes to the next dialog that appears the special touchtone settings should appear for the items you specified SmartQ 5 1 Manual 39 Chapter 5 Survey Design Basic Tutorial Call your Survey 50 Verify that there is a Stop Calls button on the left hand column of buttons If there is a Start Calls button click it so it toggles to read Stop Calls 51 Click the Current Activity button on the left hand column of buttons 52 Call your survey and watch the progress from this screen You can call your survey at any time by dialing the phone number of the phone line going into your computer Think of the computer as answering the phone and dial the number that will make that happen 53 When the call is done you can click the Data button on the left Copy settings to multipl
68. System Voice Select Language Rules German Male l German x N Original Script thatconcludes thatconcludes Be Clip M Recording A Original g h i j k l m n o p q r s t u v w x y z u A g K Test Prompts with Sample Phrase thatconc ludes invalid entry Play as Characters Save Changes Show Number Press the Play button to the left of New Script to listen to the recording you ve made for the current selection You can test the items in your new system voice by entering text into the Test Prompts with Sample Phrase textbox and specifying how that text should be interpreted with the Play as pulldown menu Press the New Play button to hear it played Make sure that you select the appropriate linguistic rules from the Select Language Rules pulldown menu If you don t the way in which language elements are combined will seem illogical 11 Nothing you have done will be saved unless you press the Save Changes button 60 SmartO 5 1 Manual Survey Voice 12 Press the Exit button to close the dialog box and return to the main SmartQ window Editing a System Voice System prompts are almost always small elements that are combined together into phrases and sentences It is therefore much more important that they be consistent in pitch volume inflection and amount of leading and trailing silence The Record System Voice screen is desi
69. TELESAGE Q SMARTQ _ User Guide 5 1 SmartQ User Guide Version 5 1 This documentation and the associated software are the property of TeleSage Inc Information in this document is subject to change without notice Companies names and dates used in examples herein are fictitious unless otherwise noted No part of this document may be reproduced or transmitted in any form or by any means electronic or mechanical for any purpose without the express written permission of TeleSage Inc TeleSage cannot be held accountable for data that is lost for any reason including system failure Use of this software is restricted by the terms of the license agreement between the parties The license is limited to use on one designated computer and a specified number of telephone lines Copyright 1998 2007 TeleSage Inc All rights reserved TeleSage SmartQ and SmartSend are all trademarks of TeleSage Inc Other brand and product names used herein are trademarks of their respective owners TeleSage Inc Chapel Hill North Carolina USA Preface eee ee eee ee ee ee xi This User Guide xi Help within SmartQ xii Getting the Pull Down Help Feature xii Getting Help ina Dialog xii Chapter 1 Getting Started 1 What is SmartQ 2 2 2222 ee ee 1 SmartQ Product Levels and Optional Fea
70. To rearrange your Data screen fields simply drag and drop fields to change their order This affects only the Data screen itself it does not actually alter the arrangement of fields in your database nor does it affect your other surveys TIP Arrange fields in your Data screen for easy analysis of data This keeps you from spending time searching for a select few fields when viewing data For example if you have three separate items in your survey that relate to customer service and the rest relate to product features bring the three items together in order to find them quickly SmartO 5 1 Manual 55 Chapter 8 Data Management 56 SmartQ 5 1 Manual Chapter 9 Advanced Topics Group Overview A group is an item type that consists of a collection of items Defining a group is particularly useful if you wish to randomize questions in your survey There are three types of groups e Fixed Start with a fixed question and continue to ask questions in a fixed order e Random Start with a random question and continue to ask questions in random order e Rotating Start with a random question but continue to ask questions in a fixed order For example you have three questions in your survey you wish to group The following chart shows the order in which the questions could appear for a given caller depending on the type of group you select Fixed Random Rotating Possible 1 2
71. Usually press 2 Yes Sometimes press 3 No never press 4 Question Did the staff listen carefully to you WON all responses routed to Next SmartQ 5 1 Manual 141 Sample Surveys 2 team Query Repeat Instructions Question For Always press 1 Usually press 2 Sometimes press 3 Never press 4 Did the staff who treated you work well as a team WON all responses routed to Next Repeat Instructions For Always press 1 3 concern Query Question Did the staff allow enough time for you to express all of your concerns WRN all responses routed to Next Repeat Instructions For Always press 1 4 explain Query Question Did the staff explain things in a way you could understand AOUN all responses routed to Next Repeat Instructions For Always press 1 5 score Calc listen team concern explain Use Basic Formula Builder to sum listen through explain 0 16 0 16 routed to Next 6 post_treatment Query Question Did the staff review with you the plans for your continued treatment after you leave this program For Yes press 1 For No press 2 If you are unsure press 3 all responses routed to Next 7 call_again Query Inform 1 Prompt
72. You can mark each message you hear with one of the following buttons Flag e Mark as Unheard e Mark as Heard e Delete Ifyou wish to transcribe the message enter it in the Transcription box Click the Previous or Next buttons to go to same item in other surveys i e to hear other callers open end responses to the same question The First and Last buttons will allow you to jump to the first and last surveys containing the same item TIP Shortcuts include e Control Shift Return starts or stops playing message same as pressing the Play Stop button e Control Return moves to the next record same as pressing the Next button e Shift Return moves to the previous record same as pressing the Previous button Listen to Open End Responses Telephone Play back You can also listen to open end responses stored by SmartQ from any touchtone telephone After you have set up lead and response surveys for callers you can add the capability to listen to the open end responses In a typical survey design a lead survey collects information about the caller and routes them to the appropriate response survey where they will answer survey questions For example in this diagram the lead survey prompts callers to enter site IDs Callers are then routed to the appropriate survey based on their answer The lead survey can also be used to allow call managers access to a hidden menu that lets them hear and organize their messages
73. accompanies your Dialogic card Software The Dialogic installation disk contains 4 install folders Find the board you have from the list below and run the setup exe file from the folders listed Make sure you reboot the computer after each component install 2 SmartQ 5 1 Manual Installing SmartQ For all SmartQ installations except those with a T 1 and ISDN choose the TYPICAL installation D 4PCI e Dialogic 5 1 1 Install choose TYPICAL installation e Dialogic 5 1 1 SP1 Install D 4PCI U e Dialogic 5 1 1 Install choose TYPICAL installation e Dialogic 5 1 1 SP1 Install e Dialogic 5 1 1 PCI U board support D 4PCI UF e Dialogic 5 1 1 Install choose TYPICAL installation e Dialogic 5 1 1 SP1 Install e Dialogic 5 1 1 PCI U board support e Dialogic 5 1 1 FP 1 Install D 240PCI T1 or D 240JCT T1 e Dialogic 5 1 1 Install choose CUSTOM install and check the options ISDN Package and GlobalCall API Package e Dialogic 5 1 1 SP1 Install Dialogic Configuration Manager Now that you have installed your software and restarted your computer open the Dialogic E Intel Dialogic Configuration Manager land Configuration Manager by selecting Program file view action Service Help Files gt Intel Dialogic System Software gt Startup Mode Aak Configuration Manager DCM EJ l Manual X A Start Devices Preference The critical setting for SmartQ to operate properly is located under the Service menu wher
74. alidation C Database Lookup will begin on digit 13 C Date 3 Enter 1 into the Length text box This means that a one digit E 7 long segment will be validated 4 Enter 1 3 7 into the Allowed Values text box This means that Start Length Allowed Values digits 1 2 3 and 7 will all be valid selections Do not use any ha fo f7 spaces Add 5 Click the Add button to include this validation into your survey These steps will ensure that your survey will accept only those four digits that you specified for digit number 13 Imagine that you are creating a survey for which only telephone prefixes of 448 456 and 338 were allowed as in 919 448 1111 Remove You could set up segment validation for the valid set of telephone numbers with these prefix codes by entering a Start value of 4 and a Cancel oF Length value of 3 Then enter the three Allowed Values This would help to minimize mistakes in ten digit telephone numbers entered by the user Setting Up Query Alphanumeric If you select Query Alphanumeric as your choice for 4 Select Item Type on the Survey Design screen the user will be able to enter letters as well as numeric digits The controls on the Responding tab will change to allow you to supply the appropriate parameters to validate the input SmartQ comes preprogrammed with a A Recording B Responding C Routing system prompt that explains how to enter letters that will be played for the
75. anced button 5 Select Response Value gt visits the item name will only appear if it has already been created SmartQ will automatically enter your selection into the formula box at the top of the screen 6 Select Math Operators gt for multiplication SmartQ will automatically enter it into the formula box at the top of the screen 7 Enter 12 into the Text or Number box and click the gt button to enter it into the formula box at the top of the screen 8 visits 12 should now appear in the formula box at the top of the screen To avoid erasing essential parts of the formula use the back and forward arrows underneath the formula box as well as the delete button to highlight and delete parts of a formula if you make a mistake 9 When you are finished using Advanced Formula Builder click Save Next click OK in the Formula Builder window to close it 10 You can now route callers based on a previous answer using the C Routing tab Math Operators Math Operators X Math operators provide functions for addition subtraction multiplication i division the modulus operator floor and randomization SmartQ will P perform the operations as it reads the formulae although operations are N executed in the order in which they are encountered rather than according to M any order associated with the symbols for example 5 20 4 is interpreted as 25 4 100 not 5 80 85 You can use pare
76. and 1 for Maximum Number of Digits A Recording B Responding C Routing TOUCHTONE ROUTE TO In the Validate Response section check the Reject Invalid Meni Tem Phone Survey Response checkbox Enter 1 2 as valid choices 3a c Specific Destination End Copy Settings Test Now 5 Construct Item repair A Recording B Responding C Routing RESPONSE RANGES ROUTE TO Next Item Phone Survey Item Apply Now Click on the Routing tab Select the 1 happy item in the Select Item box 1 and 2 Beyer 1 10 should be marked as Valid Route 1 to End and 2 to Next Item m w eee C 3 accident X Specific Destination End Select 2 repair item Enter 1 for Min and 10 for Max and route to End In a new row enter 11 for Min and 99 for Max and select Item Number m Select Specific Destination gt 3 accident In this case routing to Next Item would have accomplished the exact same result Routing to a specific item number is preferable if you are likely mse 16 C lt ds to modify the survey later For the 3 accident item route 1 to End and 2 to End Click the Apply Now button at the bottom right of the screen SPECIAL TOUCHTONES optional Return to Previous Item Select the Responding tab Aea Cen lea l5 Select the 1 happy item from the Select Item list eq D E Fill in the
77. and flexible call out jobs that need to calculate phone numbers dialing times or conditions dynamically e NightOwl ensures that your SmartQ dialing system does not suffer any unnecessary down time Night Owl monitors the operation of SmartQ independently and will inform an administrator when there is a problem If you are interested in these additional features contact TeleSage for pricing options and installation instructions SmartQ Product Levels and Optional Features SmartQ can be purchased in two different configurations Professional the standard level of operation and Custom a level which allows you to customize special features Text in this manual containing the words TCustom only indicates functionality which is only to be found in the Custom level of SmartQ SmartQ also has several optional features that can be purchased to enhance its functionality The names of these features will appear in square brackets in this manual to indicate when the text is referring to these additional SmartQ 5 1 Manual 1 Chapter 1 Getting Started features such as Standard Dialer alternatively the section of text may just be labeled with the word Optional System Requirements e Computer 100 IBM compatible PC e Platform Windows NT 4 SP5 Windows 2000 or Windows XP e Memory 128 MB of RAM 256 MB recommended 256MB for each T 1 span e Mouse Point and Click device required e Hard Disk Minimum 1 GB available
78. answers the phone Step 5 Set Job Quotas Advanced Feature You may want the Standard Dialer to stop dialing when a certain number of calls have been placed a certain number of surveys have been completed or other criteria have been fulfilled For instance you may have a job that consists of phone numbers across a city and you want to make sure you get 10 completed surveys from each zip code Defining quotas can help you reach your specific goals If you want the Standard Dialer to dial all the numbers in your table as per your dialing specifications described in the previous section regardless of the result of the calls select Dial all the numbers If however you want the Standard Dialer to stop dialing when certain criteria have been fulfilled select Stop when quotas are reached and then click the Set Quotas button This will take you to the Set Job Quotas screen to define your criteria Once your quota has been met busy and unanswered numbers will not be retried regardless of the dialing specifications you set in Step 4 above Define A Complete Call The Standard Dialer can consider a call complete if the Number Was Dialed a Live Person Was Reached or the Survey Was Completed SmartQ 5 1 Manual 109 Chapter 17 The Standard Dialer Creating a Job e Number was dialed If you want the Standard Dialer to I zax call a set of phone numbers and count all outcomes live Define Cll Completion person answering machi
79. any of the other possibilities The possible values are seen in the row across the top These are taken from the press 1 for yes press 2 for no result items from both surveys The table would appear as follows 1 caller s response 2 caller s response lt blank gt ERROR 1 status 3 result 5 2 2 2 3 6 7 7 3 4 5 5 5 Your GetCalls query would select records from your table where the BirthDate field is today and e The status is 1 and it is now morning calling hours OR e The status is 2 and it is now afternoon calling hours OR e The status is 3 Your Update query would simply update the field you have designated for Status in your database with the FINAL STATUS from the call Advanced Ns Call Result as Final Status Dialer uses your settings for the Results and Transitions plus the setting of Use Status Transition Table which field contains Status to provide the proper value in FINAL STATUS A Status will only change based on the Result of a call When a call is complete the dialer can refer to the transition table to determine how to update the status field through an Update query described above NOTE Not all applications require a transition table A simpler survey would take the caller s entry and use that entry as the final Status of the call Thus if the caller enters a 2 on the Result question of the survey 2 will become the Status Your queries can use this Status to update
80. artQ has the ability to call functions in a registered COM DLL This feature allows the SmartQ user to create specialty functions typically created through Visual Basic customized for unique projects The syntax is XXXX XXXXX DLL yyyy FUNCTION zzzzz RUN Where XXXX xxxx is the qualified name of a class in the DLL yyyy is the name of the desired function and zzzz is the argument to be passed to the function If you hover your mouse over the External Operators menu the Tooltip associated with calling External Operators will display the command syntax The External Operator function would be useful in a situation where the user has an existing DLL component that is currently used with other software or in a situation that requires a tremendously complex calculation beyond the capacity of the Formula Builder TIP To create your own DLL from a template select External Operators gt Show Sample Code From there you can simply copy and paste the necessary format and adapt or add to it in order to meet Tips and Tricks Quotes and Commas SmartQ automatically enters quotes and commas correctly if you are using the pull down menus or the Text or Number box to enter your formula In general every element of the formula needs a comma between it and the next element of the formula The only exception includes the prefix modulators which attach to the following element without a comma Quotes are automatically added if
81. artQ must be open and running for calls to be answered However if you do wish to exit the program completely and not answer calls click on the Exit button in the column of buttons on the left hand side of the screen SmartQ 5 1 Manual 43 Chapter 7 Conducting and Monitoring Surveys Viewing Current Activity and Monitoring Progress When you start SmartQ or when you click on the Current Activity button you will see a screen showing system activity This window is divided into two main sections Current Status and Recent Activity TeleSape SmartQ Current Activity Current Item Elapsed Time Ounneri Actrity Flocert Actreity on Phone Lines Pot Date Time Action Cuenest Lead Surve bed Voice Enets Nedlipie Modem Number 3 Service Member 4 ANALOG LINES Anzwe On Ring 1 __ Change The Dialer it OFF Viewing the Status of Each Incoming Line The status for each telephone line appears in the Current Status window in the Status column The lines can have three different states Status Description Ready for Call The incoming line is available and ready to take calls Doing Survey The incoming line is administering a survey Off The incoming line is not active Click on the Start Calls button to activate or refer to the troubleshooting section Viewing Recent Call Activity on Incoming Lines In the Recent Activity section in the lower portion of the window a
82. at accepts vox files cay Paste Export File bs Copy Another File to Here If you have a meaning already specified in another item you can use the Copy Another File to Here button to copy the vap file directly to the current item This helps when numerous meanings are required and saves time while increasing the accuracy of your survey Special Touchtones You can define special touchtones to allow your callers more options to navigate your survey e Return to Previous Item Enter a key that the caller can press to return to the previous item e Repeat Current Item Enter a key that the caller can press to repeat the current item e Skip to Next Item Enter a key that the caller can press to skip to the next item e Pause Survey Professional Only Enter a key that the caller can press to pause and later resume the survey e Save as When the user presses the key on the telephone keypad SmartQ will understand it as the charac ter designated in this field instead of This is how you could allow entry of a decimal point for example for numeric entry The first four of these special commands can be two key sequences such as 1 for Return to Previous Item and 3 for Skip to Next Item 28 SmartQ 5 1 Manual C Routing Setting Up a Query Open End If you select 4 Select Item Type gt Query Open End on the Survey Design screen the caller will be able to leave a recorded audio message as
83. ay be presented with tips other important information in boxes with the labels TIP NOTE or IMPORTANT IMPORTANT You should read this The font and style of text assist you in understanding what is being referred to e Items in SmartQ s graphical user interface are printed in bold in this manual such as the Survey Design screen or the Stop Calls button e The first time that terms are defined they are shown in italics such as The lead survey is the survey which collects information about a caller e Filenames directories URLs the values of variables and text from files are shown in the Courier font such as save the ivr ini file to The manual uses a shorthand notation to represent the selection of a menu or pull down list item by first indicat ing the name of the menu and then the item on the menu In the case of a hierarchical menu the entire path of the menu hierarchy is indicated For example File gt Save As represents pulling down the File menu and selecting the Save As menu option SmartQ 5 1 Manual xi Preface Help within SmartQ Getting the Pull Down Help Feature If at any time you need assistance within SmartQ select Help gt Contents and Index You can quickly locate information using an index or browse through topics to find what you need Getting Help in a Dialog A Tooltip is text that appears highlighted in a yellow box to give you mor
84. be run as a transaction with the option to roll back This means that the query will temporarily run reporting back how many records would be affected You may also refer to the example queries at the end of this chapter Compiling Your Results You may want to link information in the dialer database with responses made by the people you called The Standard Dialer uses a different table for storing information than SmartQ uses for survey responses If you want to access the data created or used by it you will need to create a bridges between the two databases Here are two strategies to accomplish this Strategy 1 Passing all data to the SmartQ Response table Pass all the data you will need from the Standard Dialer database into the Response database by creating a SmartQ item for each needed field These SmartQ items would be Calculation items with formulas that reference the field such as MyField This method makes it simpler to analyze the data on the back end but is cumbersome to set up SmartQ 5 1 Manual 123 Chapter 22 Advanced Dialer Strategy 2 Joining tables via an ID This approach uses a common ID in the Dialer database and the Response database To link dialout records with response records therefore you will need to include a unique ID field from your dialout database in your GetCalls query and put an item in the SmartQ survey that brings it into the response data That would be a Calculation item with formu
85. ble ok Guay customers who have purchased your product Your database has a field that Messages tracks unique identification numbers of products that you have sold and by Field setting the validation to accept only products from your database you will ID z acquire data from only those callers who own your product Date Validation Advanced When your survey needs to gather a date it can validate a caller s response in many different formats depending on your needs To enable date entry and validation enter a number greater than 1 into the Maximum Number of Digits on the Responding tab check the Reject Invalid Response checkbox and press the List button Date is one of the options that appear on the Validation window Select the appropriate format from the pull down menu next to Date Format For example assume a caller is entering a birth date of July 11 1974 If you select DDMMYY as the Date Format SmartQ will only accept user input in this format SmartQ will not allow an entry of 71174 because there is only one D entry 7 The caller would then need to enter 071174 which is consistent with this setting of Date Validation Validate By Segment s Advanced When gathering a lengthy set of data it can be critical that all of the numbers are accurate Example You own and operate a small chain of restaurants and would like to gather some information from your customers through a 19 question survey Knowing
86. c to decide when the group items can all be considered completed 11 Decide how to route your caller once the questions in the group have been completed and complete the routing options Next Item Phone Survey appropriately 9 8 8 Specific Destination End l Fast_Meals 2 fast_food 3 take_out 4 frozen_dinner 5 deli 7 expense 8 other options NOTE Items in the group may also route to follow up questions which then could route back to the group You could alternatively have routing logic that in some cases never routes back to finishing the group Recording Prompts for a Group You can record Introduce and Inform prompts if you have Group selected as the Item Type The procedure for writing in the script and recording the prompt on the Recording tab is exactly the same as prompts for any of the Query item types If you record a prompt it will be played before each item in the group is played This may be useful if for example you have a set of five questions with the same instructions You may also want these five questions to be presented in a random order First record each of your five questions as separate items recording only the Question prompt Next put all of these items in a Group Record the Introduce prompt with instructions as part of the group Conversely if all your items have different instructions record each instruction set as part of the original item do not rec
87. choices are Query Digits and Query Alphanumeric which are the most common choices Valid Response Length Valid Response Length allows you to specify how many digits you will accept from a caller Fill in the correct number of digits under Minimum Number of Digits or Characters and Maximum Number of Digits or Characters The default is 1 for Minimum Number of Digits and 1 for Maximum Number of Digits which will accept an answer containing just one digit 0 9 You can change this so SmartQ will accept answers with multiple digits 55 7 00924 etc Example 1 Were you satisfied with our customer service Press 1 for yes 2 for no In this example both minimum and maximum digits are set to 1 The numbers and 2 can be set as valid choices to further restrict what answers are accepted Example 2 Please enter the number of paid hours you work during a typical work day In this example the lowest possible answer is 0 a 1 digit answer and the highest is 24 a 2 digit answer Therefore our minimum number of digits is 1 and maximum is 2 Example 3 Please enter the five digit code that appears on the upper left hand corner of the materials mailed to you In this example the smallest and largest answer should both have 5 digits Therefore the minimum and maximum number of digits are both set to 5 SmartQ will wait for 5 digits before entering the data into the database TIP How does SmartQ know when to accept
88. ct Open End Item s box contains all items that are open end responses Use the checkbox next to each item to indicate the responses you would like to make available A Recording B Responding C Routing RESPONSES TO RETRIEVE Data for Calculations Spoken Responses RETRIEVAL SETTINGS 1 Select Survey 3 Presentation Say Message ID m 02 Car Survey gt Say Time and Date 2 Select Open End Item s 4 Retrieve only where optional a AND E E AND I mj Kerpe SmartQ 5 1 Manual 89 Chapter 13 Advanced Topics Setting up Retrieval of Open End Responses 8 Under Presentation select whether you would like the Message ID and the Time and Date to play with the rest of the open end response 9 Click the Apply Now button to save these settings Either continue with advanced options or simply click on the Routing tab to route callers to the End item Make the Survey Available to Callers Now that you have created the survey you will want to make it available to certain staff members and hidden from survey takers Distribute the access number that branches to open end responses only to those who need it 1 Inthe lead survey click on the first item that contains routing information 2 Select the Routing tab 3 Choose a number that staff members can enter to access the open end response survey such as 99 9 or another combination of keys that a survey taker
89. d job 1 On the Dialer Job Schedule screen click on the View Results button to open the Dialer Job Results screen 2 On the Dialer Job Results screen select the job you wish to restart from the pull down menu at the top of the screen 3 Click the Restart Selected Job button This will open a dialog box that will ask if you would like to restart a particular job ID number Click OK Recurring Jobs Custom only If you need to call the same people repeatedly for a daily checkup for example you can easily set a job to run for any number of days 1 Check the box Reset All When Done on the Dialer Jobs screen 2 When you click Add from the Dialer Job Schedule screen the Add Dial Job dialog gives a Recurring Job option Check this checkbox 3 Enter the number of consecutive days for which you want the job to run 4 Ifthe job runs only certain days of the week set its schedule on the Dialer Jobs screen 114 SmartO 5 1 Manual Chapter 19 The Standard Dialer Viewing Results Viewing Dialer Job Results Dialer job results are stored in your database but you may occasionally want to check your progress The Dialer Job Results screen allows you to view the results from previous or current jobs 1 On the Dialer Job Schedule screen click on the View Results button to see the Dialer Job Results screen 2 Select a job from the Select Job pull down menu at the top of the screen Job details are listed in the Select Job box A
90. de boation press 2 For our Dowetown location peess 3 Quertion Dooie I you manta sesperae from your coer FF Apply v A Move Inzet Hove W heet m Delete Copy Settings 1 Select Survey Add a survey which will automatically set up a database to your specifications 2 Select System Voice Select the voice you would like to hear speaking greetings numbers error messages and other prompts that are not part of your survey script 3 Select Item Create and name items for each question you would like the system to ask or calculations you would like it to perform As you set up items SmartQ automatically creates Microsoft Access database fields Select Item Type Tell SmartQ whether your item is a query a calculation or a retrieval of data Construct Item A Recording tab Record prompts for each item SmartQ 5 1 Manual 11 Chapter 2 Survey Design Creating New Surveys and Items B Responding tab Indicate valid responses or set up calculate or retrieve formulas according to the item type C Routing tab Route answers to other items or surveys Step 1 Select Survey 1 Select Select Survey gt Add New Survey 2 A dialog box will appear where you can set the following options A New Survey e Type or select a 2 digit ID for the survey e Type a name for the survey B Select one option for New Survey Format e Select the New blank survey option if you are addi
91. ded that you enter the text in the Script box to keep track of what you ve recorded and allow the reader to read from the screen 3 Click the Connect button in the far left hand column of buttons of SmartQ See the following sections for advanced methods of connecting 4 SmartQ will prompt you for a dialout port and a phone number to call Choose a dialout port that has a phone line plugged into it TIP When recording prompts the sound quality is often improved if you hold the receiver an inch away from your mouth Make the room as quiet as possible turn off buzzing lights put a blanket over noisy computers etc to cut down the ambient noise 5 In the next dialog box that appears enter the telephone number of the telephone that you are using for the recording session We recommend that you choose one that is near your computer so you can operate it and read the prompts easily After you enter the telephone number click OK File Erase 7 Click the Record button The button will change into a red stop sign when the computer begins recording 6 SmartQ will call your telephone When the telephone rings pick up the handset and say Hello You are now ready to begin recording voice gt prompts If the Record button does not change from grayed out to Play active make a sound such as blowing on the receiver whistling etc to activate the microphone 8 Speak the prompt into the phone When you are f
92. e Dialer Jobs screen SmartQ 5 1 Manual 119 Chapter 21 The Standard Dialer Building a Query x Selected Database Database MainCompanyDataba Design Query Select Values to Include Table Customers z Query Name T iStateQuery s4 Category State0iProvince x I Ask Before Overwrite Example You have a table named Customers that contains all your customers but you only want to reach those within your tri state area Select Table or Query gt Add Modify Query When Query Builder opens select Table gt Customers Select Query Name gt Add New Query When the dialog box appears enter a name for your query such as TriStateQuery Select the field that contains the customer s state from the Category pull down menu oO WP SNS The list of values contained in the StateOrProvince field will appear in the box on the right Hold down the Control key and select the three states in the tri state area 7 Click Save to return to the previous screen 120 SmartO 5 1 Manual Chapter 22 Advanced Dialer Introduction The Advanced Dialer will link to the contents of any database and follow complex rules for dialing out using the data there You might think of the Advanced Dialer as a complex control system whose behavior is determined by SQL statements and the contents of a database By defining SQL queries you can control which survey is given to each caller and how each surve
93. e caller pauses for more than 3 seconds when entering an answer SmartQ will begin to repeat what has been entered so far and prompt the caller to finish the entry Depending on the type of calls and responses you expect to receive this may make the Confirm Input feature redundant 5 You can now move on to the Routing tab described later in this chapter to route the alphanumeric answers Alphanumeric Special Characters Special characters are available by pressing the 1 phone button The cycle includes Q Z 1 at symbol period space dash underscore tilde If you plan to request email addresses or other information that will require a special character make sure to include instructions on where to find the special symbols The special characters include TABLE 2 Special symbols symbol explanation at symbol period space dash underscore tilda Example 1 You wish to have callers enter the first three digits of their last name Record a prompt on the Recording tab that says Please enter the first three digits of your last name For instructions press the pound key On the Responding tab enter 3 as minimum and maximum text lengths If you expect a small set of people to call into your survey and you only want to accept answers from those people you would check the Reject Invalid Response box and list the letter combinations you will accept In this case however i
94. e formula bar directly without the use of these buttons The rest of this chapter contains examples of how you can build your own formulas Unless otherwise specified use the pull down menu to select each element of the formula Item names and numbers are used in the examples for clarity but you can adapt the examples to suit your needs Response Value Click the pull down menu next to Response Value to include the caller s answer to a particular question in your formula Almost all Response Value ee E calculations will involve a selection from this menu as the location i subsequent examples will show friendly E l fast xample store_calc In the first example in this chapter with Basic Formula Builder we recalled the response to a previous item named location in order to branch based on that answer in a later point in the survey You can accomplish the same result using Advanced Formula Builder instead of Basic Formula Builder In a simple example like this one it makes no difference which method you use We use the example here to allow you to see how Advanced Formula Builder works so that you can create more complex examples later 1 Insert or create a new item called store_calc 2 Select Select Item Type gt Calculate 3 On the B Responding tab click the Formula Builder button The Formula Builder window will appear SmartO 5 1 Manual 69 Chapter 11 Advanced Topics Formula Builder
95. e information about something They appear when you point to something with the cursor of your mouse without clicking any buttons on the mouse also called hovering To turn the Tooltip feature on or off check or uncheck the Show Tooltips checkbox on from Preferences pull down menu on the Survey Design or Data screens xii SmartO 5 1 Manual Chapter 1 Getting Started What is SmartQ The TeleSage SmartQ product line aims to increase the efficiency and affordability of gathering and disseminating information over the telephone SmartQ do it yourself software enables you to automate solutions for your survey interview research hotline and communications needs SmartQ surveys can gather numeric or spoken information and can relay information tailored to the individual caller The results of telephone calls are instantly stored and scored in a standard database ready for analysis or automated reporting to third parties The standard SmartQ system includes a Survey Designer that makes it easy to create complex surveys which can perform database lookups calculations and conditional branches There are optional packages you can purchase for SmartQ which add further functionality These packages are covered in later sections of this manual and include e Standard Dialer is an ideal solution for batch call out jobs with set lists of phone numbers dialing times and conditions e Advanced Dialer allows for more complex
96. e items Use instruction prompt from lt blank gt Routing Destinations Next ok Cancel hand column of buttons or you can open Microsoft Access to access the data collected 40 SmartO 5 1 Manual Chapter 6 Saving and Testing Saving SmartQ automatically saves your settings when you switch screens switch surveys or when you switch items If you wish to save a setting without switching screens click the Apply Now button on the lower right hand corner of the Survey Design screen That will save your work immediately Testing As you create a lead survey and name items SmartQ automatically creates database fields in the lead survey s Microsoft Access table When you are finished creating the lead survey you should check the Lead Survey checkbox in the Select Survey section Then as you are designing your response surveys lead survey fields are automatically associated with new response survey fields This allows all the data collected from a single caller to be shown in the database whether it is the identifying information that is collected with the lead survey or the survey responses that are corrected with the response survey If you add fields to your lead survey after you have already created a response survey you must test the survey to ensure that the new fields will be associated with your response survey IMPORTANT You should test your surveys as you work so that all the settings are correc
97. e to spi ea reek user input Skip to Next Item This chart explains how SmartQ reads the values in your database depending ieoa on your selection on the Read As pull down menu Method Caller Enters SmartQ Reads Back Characters 123 One Two Three Number 123 One hundred twenty three Date MMDDYYYY 01232006 January twenty third two thousand and six Date YYYYMMDD 20060123 January twenty third two thousand and six Date DDMMYYYY 23012006 January twenty third two thousand and six Date YYYYDDMM 20062301 January twenty third two thousand and six Date MMDDYY 012306 January twenty third two thousand and six Date DDMMYY 230106 January twenty third two thousand and six Date YYMMDD 060123 January twenty third two thousand and six Date YYDDMM 062301 January twenty third two thousand and six Date MMDD 0123 January twenty third Date DDMM 2301 January twenty third Date MM 01 January Date YYYY 1984 Nineteen eighty four Dollars 123 One hundred and twenty three dollars Dollars and Cents 1 45 with set to input as One dollar and forty five cents Ordinal 65 Sixty Fifth Time H HMM 1124 Eleven twenty four Duration HHMMSS 112433 Eleven hours twenty four minutes thirty three seconds Duration HHMM 1124 Eleven hours twenty four minutes Duration MMSS 1124 Eleven minutes twenty four seconds SmartQ 5 1 Manual 27 Chapter 3 Survey Design Construct a Query Confirm Meaning Custom only Sometimes you might
98. e you need to select Startup Mode as Automatic Service gt Startup Mode gt Automatic MB Config Start Service Ctrl R You are now ready to use SmartQ Installing SmartQ SmartQ should begin to automatically install as you insert the SmartQ Install CD into your CD ROM drive If SmartQ does not automatically install follow these steps Insert the CD ROM labeled SmartQ Install into the CD ROM drive From the Windows desktop select Start gt Explore In Windows Explorer double click the CD ROM drive Default D Double click the TeleSage SmartQ folder and then double click the blue Setup icon Follow the Setup Wizard instructions for installing the files DRONA On the Setup Complete window select Yes I want to restart my computer now Click Finish SmartQ 5 1 Manual 3 Chapter 1 Getting Started Launching SmartQ From the Windows desktop select Start gt Programs gt SmartQ gt SmartQ SmartQ Welcome Screen The first time you open SmartQ the SmartQ Welcome screen will appear highlighting the different screens you can access within SmartQ The column of buttons on the left will remain visible while you use SmartQ so you can easily switch screens when you need to TeleSage SmartQuest Welcome 5 xj Help Q Monitor current calls call volume and call length of your ongoing telephone surveys and the number of ports in use Current Activity Create new surv
99. ected System wide settings Advanced Settings _ O x r Survey specific settings lV Logging is enabled for this survey V Play That concludes this survey at end of call I This survey uses Yoice Recognition Default response when an item is skipped Fax transfer number 112 r System wide settings Minimum open end message length in bytes 1 second 8000 bytes fi 6000 Maximum durations in seconds Item Surve Call e00 3600 z200 Voice Recognition Engine English Continuous Telephone Microsoft bad e Minimum open end message length contains the size in bytes of the smallest file the system will record from open end queries If the recorded response is smaller than this setting the system will not keep the file SmartQ 5 1 Manual 129 Chapter 23 Advanced Survey Settings e Maximum duration in seconds Item is the maximum length of time that SmartQ allows a single item to last It is assumed that an item that lasts longer than this has a problem and will be terminated This prevents SmartQ s phone lines from being tied up indefinitely e Maximum duration in seconds Survey is the maximum length of time that SmartQ allows a session with a single survey to last It is assumed that a session that lasts longer than this has a problem and will be termi nated This prevents SmartQ s phone lines from being tied up indefinitely e Maximum duration in seconds Call
100. ed example of the method you can use to alter your survey items Show only unlocked items This checkbox filters the resulting list by only showing items that have been left unlocked This prevents items which you can t change anyway V Show only unlocked items from appearing on the screen Show only non default settings This checkbox filters the resulting list by only showing items that have been edited or changed from the default settings This can be V Show only non default settings helpful when you want to edit only those items in your survey that you have already customized as opposed to viewing all items and then trying to remember which item values you meant to change Show only item type This checkbox filters your results by item type which allows for simple editing of large groups of similar items V Show only item type Example Query Digits v Let s say that you have created a 99 question survey to ask your customers to rate your company s service on a scale of 1 through 5 but you accidentally allowed only the digits 100 SmartO 5 1 Manual Auto Export of Responses Advanced 0 1 2 3 and4 To quickly remedy this problem you could open the Survey Power Editor select your survey and then select Show only item type Query Digits to restrict your results You would then click select all enter 1 2 3 4 5 and click Apply to selected items Within a matter of seconds you just saved the time it would have
101. ed under Select Item Type you will find a Formula Builder button on the B Responding tab Useful applications include e Score calculations either for immediate storage or for further branching based on scores e Route callers during a survey based on a previous answer in the same survey Inform Data Calculations You will find a Formula Builder button on the A Recording tab when Inform is selected as a prompt SmartQ can read any Inform calculations back to the caller using the Inform Prompt Useful applications include e Score calculations to read back to the caller e Calculate the next time a caller will call to read back to the caller Retrieve If Retrieve is highlighted under Select Item Type you will find a Formula Builder button on the B Responding tab Useful applications include routing or calculating answers that have been retrieved from past surveys TeleSage SmartQ Survey Design Gales Survey Views Preferences Help 1 BVI Gay 1 Select Survey 4 Select Item Type 11 Grocery Store z Calculate zi I Lead Survey Multiple Curent Aciviy 2 Select System Voice Amer English female gt 3 Select Item 1 location a 2 clean 3 find 4 difficult 5 6 service 7 rose_hill 8 childcare 9 used 10 future 29 m 4 Move Insert Move W Delete 5 Construct Item checkout A Recording Responding C Routing Calculation Formula For
102. eet eet tet eee 113 Adding a Job 22522222222 ee 113 vi Removing a Job 114 Stopping or Pausing an Active Job 114 Restarting a Job 114 Recurring Jobs Custom only 114 Chapter 19 The Standard Dialer Viewing Results 115 Viewing Dialer Job Results 115 Permanent Storage of Dialer Results 116 Viewing Survey Results 116 Chapter 20 The Standard Dialer Data Management 117 Overview see e et et tet eee 117 Importing Data 117 Resetting Results 118 Exporting Data 118 Table data 118 Job results 118 Chapter 21 The Standard Dialer Building a Query 119 Overview see eee tet et ee 119 Building A Query 119 Chapter 22 Advanced Dialer 121 Introduction 22 2 2 121 How It Works 2 eee eee ee eee 122 Jobs 122 Database 123 Queries 123 Compiling Your Results 123 Polling 124 Transitions Status and Result 124 Using Trans
103. ement Similarly call statistics such as time of call are automatically collected by SmartQ and have field names They are stored in your database table along with the responses to your survey items No configuration is required from you for them Field Name Friendly Name Definition CALLPORT Port phone line The port that the call came in on If manual entry the port will be 999 CALLDATE Date of call Date of the call If manual entry this is the administration date of entry CALLTIME Time of call Time of the call If manual entry this is the administration time of entry LEADNAME Lead Survey Name of the lead survey Name LEADMINS Lead Survey Duration in minutes of the lead survey a decimal Duration number to two decimal places RESPNAME Response Name of the response survey Survey Name RESPMINS Response Duration in minutes of the response survey a Survey Duration decimal number to two decimal places Viewing Data Viewing One Record SmartQ allows you to sort through and view each caller s individual survey fo 1 Survey 1 records 01 Survey 1 Make sure you are viewing the Data screen if not click the Data 02 Survey 2 button 03 Survey 3 2 Inthe Select Survey pull down menu select the survey that contains the information you wish to view 3 Select View should be set to Data Ai Select View Data v appear in the order that it was entered into the sur
104. ently Routing among several surveys is a standard feature of SmartQ and does not require this option In a typical SmartQ usage scenario you create a lead survey which asks questions that you want all callers to answer such as ID number or location You can then use that value to route among one or more response surveys TIP When data for a response survey is saved the answers to the lead survey are saved in the same record in the database Calculation items in a response survey may refer to items in the lead survey Automatic testing and configuration of the Microsoft Access database will ensure that fields for the proper lead survey are included in the table for the response survey Example Let s say that you have a project with a lead survey that asks for a Customer ID number and a survey choice It then routes the caller to one of three response surveys Your supervisor hears about how well the IVR survey is going and asks you to do another survey completely unrelated to the first one You could extend your lead survey adding additional prompts for the new project and putting in calculation items to route callers to the correct subset of prompts There are three problems you may encounter 1 As the number of projects grows your lead survey s complexity will grow geometrically 2 Each response database will contain fields for all items in the lead survey not just the ones relevant to the project 3 Modifying the
105. enu first selecting Item Name and then Min Max Digits Accepted the order determines the output Open your new view for the final output shown below This view shows both the name of each item and the minimum maximum digits that are allowed The first item 1 happy yields a result of 1 for 02 Car Survey_Car Survey Digits txt Notepad E lol x File Edit Format Help kItem Name Min Max Digits Accepted the minimum and 1 for the maximum allowable digits We see that item 2 repair will allow anywhere from 1 to 2 digits in our survey screen your survey scripts for errors TIP For an easy recording session select Item Name and Script and print the final output This also helps you Typically this output is easiest to read when Item Name is included However SmartQ allows the user to select any desired combination of settings These customized views can be useful when troubleshooting designing multiple or very large surveys or preparing for a recording session You can add your own text in the Template box to make the data more meaningful to your surveys 98 SmartO 5 1 Manual Survey Organizer Custom only Survey Organizer Custom only You can use the Survey Organizer to copy move and rename any SmartQ survey from within SmartQ To open the Survey Organizer go to the Survey Design screen and select Survey gt Organize Copying a Survey
106. eration not only checks settings it will also create any fields tables or even databases missing from your data configuration If you do not have Remind me to Auto Test Surveys checked in the Preferences menu you should use the Test Now button periodically to test your survey 42 SmartO 5 1 Manual Chapter 7 Conducting and Monitoring Surveys Basic Functions Start SmartQ SmartQ will load ready to answer calls administer surveys and store clients responses on the hard disk Stop and Start Calls One of the buttons on the left hand column controls SmartQ s activity status The label on the button will change from Start Calls to Stop Calls depending on your connection status Stop Calls This is helpful if you wish to discontinue incoming calls to work on a survey for example to record a voice prompt or delete a survey question Click on Stop Calls in the column of buttons on the left hand side of the screen Calls will stop and the button will toggle to say Start Calls When you att are ready to receive calls again click on the Start Calls button Calls will be answered and the button label will change to Stop Calls TIP lf calls are in progress don t hesitate to click Stop Calls When Stop Calls is clicked and calls are currently in progress SmartQ gives you the option to allow current callers to finish their surveys while not accepting any more incoming calls Exit SmartQ Sm
107. es text box xl any responses that your survey should accept SmartQ allows you to enter E individual numbers for example 47 ranges of numbers for example 21 Ce 33 or comma delimited lists for example 1 5 6 7 9 pP C Date TIP For a well organized survey spend some time on C Validate by Segment s specifying the data that you will accept This reduces errors by respondents and helps maintain a meaningful database List of Valid Choices TIP Make sure you do not assign a number as a Special Touchtone if it is also a potential answer to a survey question For instance if you assign 0 as a Special Touchtone but you also accept 0 as a query answer the Special Touchtone action will register first Instead of gathering 0 as data as you intend the caller might Repeat Current Item and no data would be gathered SmartO 5 1 Manual 23 Chapter 3 Survey Design Construct a Query Database Lookup Advanced SmartQ will allow you to access a database for validation purposes 1 Within the Validation window select the Database Lookup option C List of Valid Choices 2 Specify the database path and name or click Browse to navigate to the pe ate database C Validate by Segment s 3 Select a Table or Query 4 Select a Field Database Exam ple C Program Files telesage messages m i Browse You are conducting market research and want feedback only from Ta
108. esponse survey Name it id_retrieve Select Select Item Type gt Retrieve Select the B Responding tab Under 1 Retrieve Only Where use the pull down menu to select id Use the next pull down menu to select then select Current Call Data Select 2 Route Using gt Other Value or Formula Click the Formula Builder button Click the Advanced button Build the formula po PO Non PF YN gt Sconcern amp id_ retrieve TIP How to build the formula e Sconcern and id _ retrieve are under Response Value e amp is a Text Operator amp is a text operator that joins text together The possible answers for the item concern are 1 healthcare most important or 2 economy most important The possible answers for the item id_retrieve are 0 no previous survey found or 1 previous survey found Consequently all the possible results will be e 10 healthcare most important amp no previous survey found e 20 economy most important amp no previous survey found e 11 healthcare most important amp previous survey found e 21 economy most important amp previous survey found 10 When you are finished using Advanced Formula Builder click Save 11 Click OK in the Formula Builder window to close it 12 On the C Routing tab route 10 20 11 and 21 to the appropriate places For this example route 10 to a later item called ed_stand 20 to a later item called health stand and 11 t
109. esult 0 symbols are acceptable CAT CASEEQUALS CAT Result 1 9 CASEEQUALS 9 Result 1 COPYFILE Text Copies a file on the hard disk with oldfile txt COPYFILE Operators one name and location to newfile txt another Formulas can be evaluated but the right side must c mMyFriles amp DocID be enclosed in parenthesis amp txt COPYFILE because of precedence rules C FaxOutFiles amp FaxNum by ERE DAYS Time Use to subtract a date from a 11 14 2002 WEEKS WEEKS Operators date to find an integer Enter a 11 7 2002 MONTHS number or Item first then the Result 1 YEARS operator then the date or Item HOURS you wish to subtract MINUTES SECONDS date difference operators SmartQ 5 1 Manual 79 Chapter 11 Advanced Topics Formula Builder Quick Reference Guide to Symbols in Formula Builder list of values and ranges List must be in quotes DLL External Invokes a function in an external Syntax DLLName ClassName FUNCTION Operators Visual Basic COM dll that you DLL MyFunctionName RUN Custom create Returns the value that FUNCTION params RUN Show sample only your function returns To see code sample Visual Basic code choose Show sample code from Example the pulldown box MyD11 MyIVRClass DLL CustomerPasswordForID FUNC TION 369158
110. eys and edit existing surveys View survey results and manipulate or send your collected data Create and run outbound Dialer jobs I Don t show this screen again gt Print the current screen to your default printer Connect to your phone for recording and playing back prompts Start or stop the lines from automatically administering surveys Stop Calls Exit the system and stop administering your survey If you do not wish to see this screen each time you use SmartQ check the box next to Don t show this screen again The guide is provided below to familiarize you with the different functions of the SmartQ screens at any time Current Activity Monitor current calls call volume and call length of your ongoing telephone surveys and the number of ports in use Survey Design Create new surveys and edit existing surveys Data View survey results and manipulate or send your collected data Dialer Schedule dialer jobs to administer your surveys automatically Print Print the current screen to your default printer Connect Connect to your phone for recording and playing back prompts Start Calls Start or stop the lines from automatically administering surveys Exit Exit the system and stop administering your survey How SmartQ Works A caller makes a call to the phone connected to your PC SmartQ your automated survey system answers the call A survey you created with SmartQ
111. f Data for Calculations Retrieve Information from Previous Surveys 1 Create or insert an item E Construct Item retrieve_all A Recording B Responding C Routing 2 Select Select Item Type gt Retrieve pest a alia 3 Select the B Responding tab eat 4 Click Retrieve Data for Calculations lie a mn cat pate 5 In the first column under Retrieve only where tell SmartQ what ae Cunen at pata field to look at when searching through past surveys z an 6 Select Current Call Data to look for past surveys with the same field entry as the current caller For instance if you always want to bring up Other Value eras ES the current caller s most recent survey you would specify ID or code the item containing the caller s unique identifying information and then you would check Current Call Data The box in between lets Q you specify if the value of the item you find should be equal to less than etc the value of the same item in the current caller s survey Apply Now Test Now 7 Select Other Value if you want to find surveys with a specific value that may not be the same as that particular item in the current survey For instance you may want to look up the first survey where the caller entered 4 as an answer to a particular question regardless of what they answer during this call In that case you would simply check Other Value and enter the
112. f a T 1 board requires you to go through a fairly elaborate set up process e Give line specifications to the service carrier e Create cabling from the demarcation point to the board e Install Dialogic drivers e Configure Dialogic drivers e Configure SmartQ e Coordinate with TeleSage support staff when the T 1 circuit is operational Please follow these instructions as carefully as possible and consult the TeleSage website www telesage com for further suggestions There should also be an application on your SmartQ installation CD which helps you diagnose problems relating to T 1 technology Line Specifications Your local carrier will give you several options for setting up your T 1 line e Trunk type and framing ISDN PRI with B8ZS ESF or AMI D4 with SF e Start Method Wink Ground Loop or Immediate e ISDN Protocol e g DMS 100 NI2 or none SmartQ cannot dial out or transfer calls on an ISDN PRI Dialouts can only be made on an AMI D4 trunk using SF framing not ESF or B8ZS ISDNs are more common so you may have to emphasize this choice when ordering your service For an inbound only application order e ISDN PRI with B8ZS ESF framing e Immediate Start e ISDN Protocol either DMS100 or NI2 For an outbound only or two way application order SmartQ 5 1 Manual 149 T 1 Boards e AMI D4 with SF framing e Wink Start outbound Immediate Start inbound e No ISDN protocol Notes An ISDN T 1 uses channel 24 fo
113. f path is a directory c winnt it must have a trailing backslash si 7 Returns 1 if it contains files 0 C WINNT ISFILE if empty or not found Result 0 because folder does not end with trailing backslash C MyFile txt ISFILE Result 1 if file exists 0 if not LEFT Text Returns the leftmost or rightmost 12345 LEFT 2 RIGHT Operators characters you specify Place Result 12 LEFT or RIGHT between a text RIGHTFROM segment or string and the 12949 RIGHI Z number of digits you wish to Result 45 keep 45678 RIGHTFROM 2 Result 5678 12345 RIGHTFROM 3 LEFT 1 Result 3 LENGTH Text Returns the length of a string test LENGTH Operators Place LENGTH after a string Result 4 LOOKUP Text Looks up a key value in a text file 1 LOOKUP myfile txt Operators containing key value pairs Place Result The associated value for the LOOKUP between the key and the file to be searched Rey liane Pence SmartO 5 1 Manual 81 Chapter 11 Advanced Topics Formula Builder Quick Reference Guide to Symbols in Formula Builder MIN Text Returns the minimum or 9 MIN 100 1 MAX Operators maximum of two values If both Result 9 strings are numeric their values are compared Otherwise strings ee Se are compared as ASCII values Result A abc MIN abcd Result abc MIN a
114. f the formula evaluates to blank for any record that record will be skipped in the output Database Errors and Recovery _ Access Errors If data from a call cannot be written to the Microsoft Access database for any reason ToS ae the data will automatically be saved to a text file These backup files have the Retry by selecting fiele and filename extension dbe and are stored in the Data folder within your Install sedis directory the default is C Program Files telesage Data Files are saved with the following naming convention according to the date of the call yyyymmdd dbe for example a call that came in October 17 2004 would be stored as 20041017 dbe SmartQ notifies you that an error has occurred by displaying the Try Data Export Again button on the bottom right of the Current Activity screen When no errors exist this button is not available To reconcile the errors that occurred Export Exit 1 Click the Try Data Export Again button You can alternatively double click a file to view the raw data 2 In the Data Errors window that pops up click Export for each file in the list Assuming your database is operational when you click Export SmartQ will fill in the missing data If you are still having trouble exporting be sure to check the status of the database that encountered the error Other Data Features Deleting Fields While in the Data screen with the Data view selected you can delete fields fr
115. f you select 4 Select Item Type gt Query Open End on the Survey Design screen you can i e c only choose one destination for routing in other me ee epee words you cannot route the caller according to their spoken response The option settings for routing will automatically appear on the Routing tab WEL HLL None ofthe above C e A Oe General Routing 1 If you want the caller to be routed to the Next Item leave it checked it is the default 2 You can instead choose to route the caller to a specific Item Number Phone Number or Survey Number Specify which item phone number or survey they should be directed to in the pull down menu under Specific Destination 3 Ifyou want to route the caller to the Goodbye prompt at the end of a survey select End 4 Use the Apply Now button to save your settings Use the Test Now button to ensure that your settings will work TIP has a special meaning when routing to a Phone Number The response the caller enters for an item will automatically be substituted for the symbol in the phone number This type of setup can allow a caller to enter a desired extension and get transferred to the number they entered Make sure that on the Routing screen the Min and Max ranges encompass all possible extensions set the destination to Phone Number and set the Specific Destination to NOTE The Advanced Survey Setting
116. from DID DNIS DID DNIS will deliver the following information Last several Digits of Dialer s phone Any DID DNIS information collected is stored in a built in field called DIDDIGITS Alternatively the field may be blank The information from this field can also be used for calculations retrieval or simply additional information about the call stored in the database DNIS Dialed Number Identification Service is a service provided by the phone company on certain types of lines where the phone number that was dialed is presented to the receiving equipment It is analogous to Caller ID The difference is that if you dial 1 800 555 1234 from home Caller ID would show your own phone number while DNIS would show 8005551234 Sometimes DNIS is set up to only present the last 5 digits of the phone number and sometimes you can order several numbers that all present the same virtual DNIS 8 SmartO 5 1 Manual Phone Line Setup Hard Disk Space Check At the beginning of every call both inbound and outbound SmartQ checks how much space is available on the hard disk where it is installed If there is less than 10 megabytes available a system prompt will say I m sorry the system cannot take calls now because it is out of disk space Please try again later and then SmartQ will hang up SmartO 5 1 Manual 9 Chapter 2 Survey Design Creating New Surveys and Items Overview Lead surveys collect information about
117. fter the job name you can see the date and time the job ran which ports were used and the status of the job e g active finished cancelled Results are listed in the Results box by category if no categories were defined all results are listed in the category ALL For each category you can see the number of attempts complete calls answers by a live person busy signals answers by a machine and calls with no answer A complete call is defined when you set quotas If no quotas have been set then the number of complete calls will be zero The quota and number of calls made toward the quota are also listed If you wish to see results sorted by a column click on the column heading To view results in a tab delimited file click the Export button When you are finished viewing results click OK to return to the Dialer Job Schedule screen SmartQ 5 1 Manual 115 Chapter 19 The Standard Dialer Viewing Results Disler Job Results e xj Select Job 30 Customer Caz Sacisaf 07 25 2007 03 45 PN Porta 1 4 ACTIVE Try 1 HNN NN ON ERN SEN EN EN NS See coececeooe ceooc4 4 S642NWon z SCS HKNN C64 E6 4 ENSE C0 SENC6S S GeeOwOw ONnNNnNO eNN2AUWOD ecow oece ocescoeosc SCSN En lt wecoeocec C4n lt 6 666ONN 204 Restart Selected Job 0K i Permanent Storage of Dialer Results The result of each call attempt is permanently stored in your database You can open your database easily fro
118. g calls but for 55 minutes SmartQ could take no more calls In other words a caller would receive a busy signal during those times Depending on the type of surveys you run this is not necessarily a problem If SmartQ mostly makes outbound calls having all lines busy is efficient However if you do not want to alienate callers with a busy signal perhaps you require additional capacity In any case the call statistics are yet another useful way to monitor your surveys Maximizing SmartQ uptime The ability of SmartQ to work when you are away is one of its primary functions Below are some tips to maximize the uptime of SmartQ 1 Minimize the chance of power failure If your building has emergency backup power on certain circuits use one of those circuits for SmartQ e Use a UPS Uninterruptible Power Source for SmartQ These typically provide backup power for about 30 minutes By keeping SmartQ running you will avoid the delays associated with restarting the computer loading the drivers and restarting SmartQ 2 Configure SmartQ to start when power is restored to the computer e Adjust the BIOS setting on the computer so that it powers on automatically when it is plugged in e Set Windows to Auto Logon but beware that this may require disabling some passwords Set SmartQ to run automatically Place a shortcut to Start_IVR_SEND EXE located in the TeleSage folder in the Startup folder typically C Documents and Settings A
119. ganizer Custom only 99 Copying a Survey 99 Moving a Survey 99 Renaming a Survey 99 Survey Power Editor Advanced Custom only 99 View By Settings 99 Show only unlocked items 100 Show only non default settings 100 Show only item type 100 Additional Features and Notes 101 Auto Export of Responses Advanced 101 Using Auto Export 101 Text File 102 ODBC 102 eQ eee ee ee ee er ee ee ee eee 103 XML 104 Chapter 16 Standard Dialer Getting Started 105 Launching the Standard Dialer 105 How the Standard Dialer Works 105 Chapter 17 The Standard Dialer Creating a Job 107 Overview eee et eet te eee 107 The Five Basic Steps of Job Designing 107 Step 1 Select Job 108 Step 2 Select Phone Number Database 108 Step 3 Set Job Schedule 108 Step 4 Set Dialing Specifications 109 Step 5 Set Job Quotas Advanced Feature 109 Chapter 18 The Standard Dialer Scheduling 113 Overview se
120. ggles between the current survey and the previous survey which is useful for modeling one survey off another comparing similar surveys or simply for troubleshooting This button will not be available unless you have viewed at least two surveys since launching the SmartQ application Drag and Drop Item Text SmartQ conveniently allows you to drag and drop ay aes 3 5 Construct Item checkout text within a survey or from other word processing A Recording B Responding C Routing programs 1 CHOOSE PROMPT TYPES 2 RECORD PROMPT 1 Highlight text in the Script box armea 3 Introduce Ch if you do not need Pi t 2 Drag the text to any of the prompt types buttons on eae san to record a preface to your the left Introduce Inform Question or Repeat question Fil Instructions q Te Script g A Inform jan Er 3 The cursor will display an arrow or plus sign when Fx Choose ityouwant to relay Please enter your average weekly j Hata to your caller without or latte consumption you are in the correct area before getting a response k 4 SmartQ will then make a duplicate of your eesti rir selected text in the Script field for prompt where Choose if you want a E response from your caller H you dropped it C Repeat Instructions 7 Choose Eye want a shorter es sas 2 This will also allow you to write a survey script in a eaS H H 7 not respond word processing program and t
121. gned to allow you to compare changes you make against what you started with before committing your changes When you open a system voice for editing SmartQ makes a working copy of the original file called New Most of the screen elements occur in pairs one for your original system voice and one for the new version reflecting the changes you ve made Editing and rerecording items you ve created previous for a system voice works as explained above although there are features which allow you to listen to and compare the versions of items you recorded previously These previous items will not be replaced unless you press the Save Changes button 1 The script you wrote previously for the currently selected item will appear in the Original Script textbox 2 Press the Play button to the left of Original Script to hear the currently selected item as you recorded it previously 3 To listen to the text in the Test Prompts with Sample Phrase with your previously recordings press the Original Play button Clip Recording The Clip Recording option can automatically clean up your voice recordings The Clip Recording option is made visible or invisible via the Preferences gt Enable Clip Recording menu command The Clip Recording option saves time because it automatically stops recording when there is silence This is useful for words that do not contain breaks in sound such as one or done If you do not use the Clip Recording option
122. hat appear 2 Click on the Survey Design button in the left hand column of the screen to bring up the Survey Design window Create the Survey 4 Select Survey 3 Select 1 Select Survey gt Add New Survey 4 Under New Survey select a two digit ID for the survey and enter Car Survey ee as the Survey Name 5 Select New blank survey a x A Select Make New Database and enter carsurvey into the box gt non B Select Make a New Table and enter Car Survey into the box Enver nen 2am ever 10 i P E Enter new survey name a y O C Click OK Click OK again in the next box that appears New blank survey D Check the This is a Lead Survey checkbox located beneath Select co Survey C Make new database Use existing database UBH mdb pa El Tabie Make new table C Use existing table Control z s EEES C This is a Lead Survey Set Lead Survey 02 Car Survey bd Create First Survey Item 6 In the 3 Select Item list click on 1 5 Construct Item happy A Recording B Responding C Routing i 7 1 CHOOSE PROMPT TYPES 2 RECORD PROMPT 7 Enter happy into the pop up dialog and click OK a modue S25 Ele Introduce o ra happy is the name of your first item Choose you donetneeda Prompt to record a preface to your 8 In the 4 Select Item Type box verify that Query question wg a ile Digits is selected from the pull d
123. he connection string that tells SmartQ how to find the database is automatically placed in SmartQ s Connection String field For SQL Server the driver may be listed last and not prefaced with Microsoft 1 Select SQL Server and click Next Click Finish Enter a short name optionally a description and choose your server Click Next Select your authentication method and click Next Click Change the default database to and then select which database should be used On the next screen accept the defaults unless you have reason to change them and click Finish o NOR WON A summary screen will appear Click Test Data Source to verify that the connection can be made and authentication works properly 9 Click OK until the wizard exits Once you have created the connection string SmartQ will connect to your database and populate the Table dropdown list Select your desired destination table for export Click Map Fields The resulting screen lets you pair up each SmartQ item to a destination field in your database table You are not required to export every survey item The ODBC auto export function is set up on a per survey basis so each survey can write to a different table SmartQ writes the data when the call has ended Some database systems such as Oracle do not allow brackets around field names in a SQL statement while others Access and SQL Server require brackets if the field or table name contains spaces or is
124. hen copy it to desired locations within SmartQ F f M Locked Q Copy Settings Test Now Apply Now SmartO 5 1 Manual 31 Chapter 3 Survey Design Construct a Query Cut Copy and Paste Survey Items When managing and designing several surveys it becomes very useful to cut and paste survey items Using the keyboard shortcuts Control X Cut Control C Copy and Control V Paste you can easily rearrange your survey items Simply highlight an item and copy it using the keyboard shortcut and then find a location where you would like to place the item Pasting the item will place it above whichever item you have selected If you copy and paste within one survey SmartQ will ask you to rename your pasted item in order to prevent duplicate items with the same name TIP Use the cut copy and paste functions along with the Previous Survey button to quickly work between two surveys Locked Items The Locked checkbox at the bottom of the Construct Item window acts as a safeguard against accidental modification of items The primary use of locking 5 ITEM IS LOCKED A Recording B Responding C Routing p ae 1 CHOOSE PROMPT TYPES 2 RECORD PROMPT items is as a reminder tool during the editing phase of Script File Trades i Introduce PE JE survey design and is not a security feature CA e E ES response from the caller OR to record a preface to your G question File
125. ication For example in an organization that uses IVR as one of several data collection methods data might need to be passed to a centralized SQL server SmartQ can be configured to save survey responses directly to a chosen table in the SQL server Similarly when XML output is needed SmartQ can define the exact format of the XML files and create an XML file when each survey is completed Using Auto Export From the Data screen select Data gt Auto Export Select the survey that you would like to configure from the list on the left Select which export type s to generate from the checkboxes in section 2 Select Exports To Use a vN gt Configure each export type under the appropriate tab SmartQ will continue to write to the Microsoft Access database regardless of how many exports are selected Each export operates independently so you can use more than one at a time SmartQ 5 1 Manual 101 Chapter 15 Organizing Surveys Text File Enter a file path in the Destination Folder field files can be on either a local or network drive and Aute Export of Response Data J a file name in the Destination Filename field The 1 Select Survey pontos 11 Grocery Store el file name can be a fixed name such as 95 Sample Lead i L a 96 S le Respi00 En onfigure Expor exportdata txt ora formula used to 98 Sample Resp200 En gt TENNE 7 99 Ni ext File el calculate the na
126. ignal for SmartQ to look for the value of the query in the most recent previous survey 17 Insert the next item Name it calc_score 18 Select Select Item Type gt Calculate 19 Under Construct Item select the B Responding tab 20 Click on the Formula Builder button to bring up Formula Builder 21 Click the Advanced button 22 Using Advanced Formula Builder build the formula Sscore F score TIP How to build the formula e Sscore is under Response Value e is a Math Operator e F is a Prefix Operator 23 When you are finished using Advanced Formula Builder click Save 24 Click OK in the Formula Builder window to close it Using Formula Builder within Retrieve The first item in your lead survey asks for an identification number and is called id The response survey contains a question called concern It asks the following question Which of the following issues is of the greatest concern to you in this election right now Press 1 for Healthcare or 2 for the Economy SmartO 5 1 Manual 85 Chapter 12 Advanced Topics Setting up Retrieval of Data for Calculations You want callers to be routed based on their answer to concern unless they have already taken the survey SmartQ can look up the id of the caller and see if it is already in the database If it is you can route the caller to a different set of questions Insert or create an item in the r
127. ils using a blank script sheet You can copy the one provided in this manual and use it to create your own survey scripts Create your survey with SmartQ Sample Survey 1 Customer Satisfaction Background There is a customer satisfaction sample survey included within SmartQ Here an owner of a grocery store chain might want to know if customers are satisfied at each store He would like to know if anyone has difficulty finding a particular item Finally he wants to find out how many callers who regularly come to one of his stores with a new childcare facility are aware of and or use the resource SmartQ 5 1 Manual 135 Sample Surveys Welcome Which location Rosehill Lakeside Downtown Was the store clean Did you fnd the items you were looking for No go What item did you have most difficulty finding Produce Meat and Seafood Deli Yes Other Are you aware of new chiild care me Was the checkout line efficient Y Was the service friendly and courteous Y FORMULA BUILDER Recalls response to Location question center Yes No Have you used the service ae No Would you use it again Rosehill Lakeside Downtown year Are you likely to return to Wholesome Grocery 136 SmartO 5 1 Manual Sample Survey 1 Cu
128. ines are started or Enable Logging per survey stopped which lines were active during which times and when SmartQ begins operating to name a few examples These log files are very useful Call volume and Port Usage for troubleshooting your system setup EMail Setup Log files record from the time SmartQ starts until the program is closed On larger systems i e large numbers of surveys running Set Log File Output HJE simultaneously writing these log files can occasionally slow the Logging is ON for these surveys v1 All entire system Thus for surveys on which you expect high volume i and know that few problems exist you may wish to disable logging v 96 Sample Resp100 En None v 98 Sample Resp200 En To enable disable logging go to the Current Activity screen and select Tools gt Enable Logging per survey When the dialog appears deselect the surveys for which you do not want a log file to be written NOTE When logging is turned off the beginning and end of each survey are recorded along with any errors Cancel i Fax Transfer Custom only If the fax machine in your office can be attached to a phone system extension and share the phone lines with the IVR system SmartQ can save you the cost of having a dedicated fax line 46 SmartO 5 1 Manual Viewing Current Activity and Monitoring Progress Configuring Fax Detection On the Current Activity Screen click the Change
129. ing SmartQ to Another Computer 145 Step 1 Prepare computerB 145 Step 2 Shut down computers and move the voice board 146 Step 3 Verify voice board installation on computer B 146 Step 4 Transfer files from AtoB 146 Step 5 Modify ivr ini 146 Tips 147 Appendix D T 1 Boards 149 Line Specifications 149 Dialogic Board 150 viii Cable from the SmartJack to the Dialogic board 150 Installing Dialogic Drivers 151 Configuring Dialogic Drivers 151 SmartQ configuration 151 152 Additional configuration Preface This User Guide SmartQ is an incredibly flexible and powerful tool that can be used to create a wide variety of automated tele phone survey solutions For simple projects the tutorials in this manual should be sufficient For more help with advanced features and functions you may need to refer to the TeleSage website www telesage com This user guide is set up to get you started on the basics then to move on to more advanced topics as you need them Section titles marked with Advanced indicate features that require advanced knowledge of software especially databases Throughout this user guide you m
130. ing plosive consonants like t or k The default of 50 measured in 100ths of a second will allow a half second break without considering the greeting terminated If you think you are receiving longer breaks for example between a voice mail tone and the beginning of a greeting increase the setting e Time Allowed for Answer is the length of time measured in 100ths of a second allowed between beginning of dial out and the end of the salutation The Time Allowed for Answer setting in the Dialer job definition also supplies this parameter in operation the actual time permitted is whichever of these two is shorter If the sound assumed to be the salutation lasts longer than this time SmartQ hangs up e Max Time Between Rings is the length of time measured in 100ths of a second the dialer will wait between ringbacks before concluding that the call has been answered If the time delay is too short SmartQ may think that the phone has been answered when it hasn t 5 T 1 Outbound Call Setup Some T 1 outbound signaling uses Wink Start meaning that after SmartQ goes offhook to make a call the T 1 line sends a wink signal to the voice board to indicate that the line is ready for dialing A wink signal is a brief digital offhook onhook sequence that serves the same function as dial tone to a person calling out Normally the wink comes within a second of SmartQ going offhook e Expect Wink after Pickup should be checked if your T 1 outbound signali
131. inished click the Stop button 9 At this point you can switch to another prompt and record it You can also click the Play button to hear the prompt you have recorded 10 If you are unsatisfied with your prompt click Erase to delete it 11 Click the Hang Up button in the left hand column of buttons to end the recording session Ke Replace the telephone handset Erase You may want to reuse prompts that you ve recorded for other items or use specially recorded files for your prompts If you press the File button yov ll get menu options that will allow you to use or reuse any recordings you d like e Copy Copy the recording of the currently selected prompt into the SmartQ clipboard e Paste Paste the recording in the SmartQ clipboard into the currently selected prompt e Insert file Specify a file to use for the currently selected prompt e Import Prompt Set See the Importing Studio Recording section below SmartQ 5 1 Manual 19 Chapter 3 Survey Design Construct a Query TIP You can click the File and Erase buttons at any time you do not have to be connected to use them You do have to be connected to use Record Connect for recording Alternative Method Ordinarily to connect for recording you would have SmartQ call your phone However where this is not possible such as when phone lines are not configured for outbound dialing or with ISDN lines you can use the following method 1 C
132. invoke the randomization This is done with a Custom item as follows In the Database section invoke the query of counts of those already assigned e The Database section must invoke the counts query e Inthe Variables section or in another item if that is more convenient assemble a string consisting of 1s and Os that act as flags for each qualifier for the subject you want to assign e Inthe Output section for the DataValue entry put RANDOMIZESUBJECT YourCalculated StringOfQualifierFlags You may reverse the order DataValue QualifierFlags RAN DOMIZESUBJECT It is not case sensitive Example Hard coded subject flags Output DataValue RANDOMIZESUBJECT 0110 Example Calculated within this item Variables V1 IF Gender 1 THEN 1 ELSE 0 ENDIE V2 IF Gender 1 THEN 0 ELSE 1 ENDIE V3 IF SUsesDrug 1 THEN 1 ELSE 0 ENDIF V4 IF SUsesDrug 1 THEN 0 ELSE 1 ENDIF V5 V1 amp V2 amp V3 amp V4 amp V5 Output DataValue RANDOMI ZESUBJECT V5 Example Flags are assembled in an earlier item called QualifierFlags DataValue RANDOMIZESUBJECT SQualifierFlags 132 SmartQ 5 1 Manual Multiple Studies or Sites Assignment Query After the subject has been randomized in this Custom item you must save this subject to your randomization database i
133. ion You may need to contact TeleSage so that can walk you through several more steps of the configuration and testing Please call your account manager to arrange this at 866 942 8849 152 SmartO 5 1 Manual A ADO connection string 123 Advanced Dialer 1 Allow editing of data option 51 Allow response during question setting 22 AMI D4 signaling 6 Answer Deglitch setting 7 Answering machine 109 126 Apply Now button 30 41 Auto Test 41 Cc Calculate file name by formula 53 Call Maximum duration 130 Call statistics 49 Caller ID ANI 8 Clip Recording option 61 Colors settings 51 Configuration custom 1 Professional 1 Confirm Deletions option 51 Connection string ADO 123 Current Activity screen 44 Custom configuration 1 D Data button 49 Data Errors window 54 Data folder 54 Data Screen 87 Default response when an item is skipped field 129 Define Jobs button 107 Deleted Responses option 88 Dialing Prefix setting 109 Dialogic Voice Board 2 DID Digits setting 6 DID DNIS 8 Display Surveys Alphabetically option 51 DLLs Invoking 77 DNIS 94 Drop setting 6 E Enable Multiple Lead Surveys checkbox 94 Enclose dialstring with and setting 8 Expect Wink after Pickup setting 7 Export open end IDs checkbox 53 Export open end transcriptions checkbox 53 F Fax Detection 47 Fax transfer number field 129 Fields Available setting 52 Fields to Output setting 52 Flagged Responses option 88 Formula B
134. ional information if you hover the mouse above individual fields or buttons Colors SmartQ allows you to customize colors of fields to make it easier to scan the screen visually You can set colors to differentiate e Built in call statistics e Lead survey fields e Response survey fields e Fields that aren t part of this survey SmartQ 5 1 Manual 51 Chapter 8 Data Management Manually Entering Data You may want to enter data by hand if you have a pencil and paper version of your survey that needs to be compiled with the rest of the surveys collected by SmartQ 1 Make sure you are viewing the Data screen if not click the Data button 2 In the Select Survey pull down menu select a survey 3 Go to the Preferences pull down menu and uncheck Allow Editing of Data 4 To enter a new record click the New Record button 5 Type the information in the appropriate fields Export Data Help 4 Eee Ei Use Saved Export Format optional Survey 95 Sample Lead Export all data in this table From September v 1 2006 C Export this survey only To September v 25 2006 5 Edit Save Clear Fields Available Fields to Output Separator between data CALLPORT CALLDATE CALLTIME LEADNAME LEADMINS RESPNAME RESPMINS DIDDIGITS CALLERID code letter gt feed Comma Zi I Include field names as
135. is the maximum length of time that SmartQ allows a call which may include multiple surveys to last It is assumed that a call that lasts longer than this has a problem and will be terminated This prevents SmartQ s phone lines from being tied up indefinitely NOTE It is a good idea to be generous in these limits especially if you allow use of a pause key see section on Special Touchtones in Chapter 5 Some legitimate calls may be taking longer than average especially when a pause key is available 130 SmartO 5 1 Manual Appendix A Urn Randomization Urn Randomization SmartQ can assign subjects to experimental cohorts according to the standard Urn Randomization method This method adaptively weights the probability of assignment to a given cohort in order to balance the cohorts according to each of an arbitrary number of qualifications For real projects e Any number of qualification questions can be used e Qualification questions may have any number of possible answers up to a total of 250 possible qualification categories e The number of cohorts is also not limited For example you could randomize a sample of 65 000 subjects into 7 cohorts randomized by race age decade blood type and several aspects of medical history TIP Survey 91 Sample Randomizer included in SmartQ is a sample survey using the Urn Randomization technique See below Utilization To use this feature you need a
136. itions 124 Additional Advanced Dialer Information 126 Detecting Live or Machine 126 Maximum queue duration 126 Example Queries 126 GetCalls Query 126 Update Queries 126 CleanUp Query 127 Chapter 23 Advanced Survey Settings 129 Overview 2 22 222 129 Survey specific settings 129 System wide settings 129 Appendix A Urn Randomization 131 Urn Randomization 131 Utilization 2 2 2222 2225 131 Randomization Database 131 Counts Query 132 Assignment Query 133 Multiple Studies or Sites 133 Sample Randomizer Survey 133 Appendix B Sample Surveys 135 Overview 22 22 22 25 135 Sample Survey 1 Customer Satisfaction 135 Background 135 Sample Survey 2 Medical History 139 Background 139 Lead Survey 141 Response Survey 141 Blank Script Sheet 144 Appendix C Transferr
137. la MyUniquelID Polling Polling is the operation of querying the database on an on going basis The dialer keeps a list of calls that are already in progress Ifa query Start polling when program starts T happens before a call is completed which can happen frequently Poll Interval seconds 45 SmartQ recognizes the duplicates and does not redial them In order to Seconds until next recognize duplicates there must be a field or combination of fields that contains a unique ID in the database Poll Now Uncal i To begin polling continuously until the conditions you specified for your survey are met click Start on the Advanced Dialer screen Poll Now Once is used for testing your survey A Poll Interval setting between 45 and 60 seconds is typical for most applications Transitions Status and Result Status and Result are values used by Advanced Dialer applications in conjunction with GetCalls and Update queries A Status list is compiled to indicate when or whether a call should be made Then a table is created to control how a call that originates in each Status record should be updated based on the Result of the call The final Status is determined based on the initial Status combined with the data retrieved from the survey the Result The Result is the response to an item in a survey The simplest example is to make a Calculation item through the Survey Designer called Result with a formula of 1
138. led code _calc 2 Select Select Item Type gt Calculate 74 SmartQ 5 1 Manual Advanced Formula Builder 3 On the B Responding tab click the Formula Builder button The Formula Builder window will appear 4 Click the Advanced button 5 Build the formula code LEFT 6 RIGHT 3 TIP How to build the formula e Scode is under Response Value e LEFT and RIGHT are Text Operators e 6 and 3 are entered with the Text or Number box 6 When you are finished using Advanced Formula Builder click Save 7 Click OK in the Formula Builder window to close it TIP Other Text Operators See the Quick Reference Guide amp is another useful string operator It concatenates numbers or strings them together without adding For example the formula 1 amp 1 will return 11 not 2 c urre nt Date Ti me Current Date Time C To use the Current Date Time in your calculation choose one of the appropriate unit of time from the pull down menu This feature is most often used with the Inform Data prompt with item type Query to read back the date to a caller Example You want to place an Inform prompt after your Introduce prompt so that the caller hears Welcome to our Survey The time is 11 35 AM on January 1 2010 with the real time calculated and read back to the caller The time is can be recorded as the First Inform Prompt and 11 35 AM can be calculated and
139. les will follow one of the built in languages For example some languages parse 24 as four and twenty while others parse it as twenty four You can only choose from these language rules not change them or add to them Default System Voice The default system voice is the voice that will be used until it is changed by a voice Sel Default S Voi selection item You can choose the default system voice for any particular survey by Amer English female v making a selection from the 2 Select Default System Voice pulldown menu on the Survey Design screen ADD EDIT SYSTEM VOICES Amer English female German Male SystemV oicel Recording a System Voice Follow these steps to create a new system voice 1 10 Select 2 Select Default System Voice gt ADD EDIT SYSTEM VOICES The Record System Voice dialog box will appear It functions similarly to the Recording tab on the Survey Design screen Select the system voice you d like to work on from the Select System Voice menu if you want to create a new system voice select ADD SYSTEM VOICE Select the prompt you d like to create or replace from the Name list Enter the script for the system voice you are recording in the New Script textbox Press the Record button when you are ready to record the item Press the File button if you have a file you ve already recorded that you d like to use Record System Voice Voice Preferences Select
140. lick Connect Choose a port when prompted A dialog box appears prompting you to call in Call the IVR system When you see the port status change to Record Playback click the OK button in the dialog box You will hear You are connected for playback and recording which indicates your connection is successful on fF WON Importing Studio Recordings You can have your voice prompts recorded professionally by a studio and then import them into your survey To make the import easy ask for the prompts to be named 1 vox 2 vox 3 vox etc with the numbers corresponding to the order that the Views menu of Survey Design places them when you print a script Then to import the prompts Place the recorded prompts n vox into a separate folder Go to the Recording tab in your survey Any item or prompt will do Click the File button Choose Import Prompt Set from the menu Browse to the directory that contains the vox files Confirm the mapping of file names to script when prompted N On PR WD All of the prompts to their proper locations Conditionally Skip an Item Custom only SmartQ routes the caller from item to item according to the settings in the C Routing tab By default this is a simple linear order item 1 to item 2 to item 3 etc You might however wish to skip past items depending on the past responses of the caller To conditionally skip an item 1 Under B Responding click on
141. ll Users Start Menu Programs Startup This program displays a countdown while waiting for the Dialogic drivers to load then runs SmartQ SmartQ 5 1 Manual 45 Chapter 7 Conducting and Monitoring Surveys 3 Call Coverage e When SmartQ is unavailable you have two choices Callers can either receive a no answer or callers can receive a recorded message informing them that your survey is temporarily unavailable e Ifthe no answer ring is acceptable during downtime no additional configuration is necessary This is the default If you have a T 1 circuit callers may hear a busy signal or a message that circuits are busy unavailable e Ifarecorded message is desired then the SmartQ phone lines should be set up to forward to voicemail on no answer In an office PBX environment a voicemail box could be set up for SmartQ with an appropriate greeting message If the SmartQ lines come directly from the Central Office then the voice mail feature should be ordered from the phone company for each of the lines 4 Notification of Problems NightOwl TeleSage s NightOwl product can be used to monitor SmartQ externally and to notify personnel if SmartQ stops operating properly Contact TeleSage for more information about NightOwl Log Files for troubleshooting Tools Help SmartQ generates log files for system events viewable in the Logs folder view Today s Log These include error messages the exact timing when l
142. m the Standard Dialer 1 Click the Define Jobs button to open the Dialer Jobs screen 2 Click the Open Database button in the Phone Number Database section This will open the database and table selected in the pull down menus above Viewing Survey Results The responses to your survey are stored the response database just as responses to an in bound survey The results are viewable from the Data screen Please see the Viewing Data section in Chapter 8 116 SmartQ 5 1 Manual Chapter 20 The Standard Dialer Data Management Overview The phone database that the Standard Dialer uses to store phone numbers and the results of call attempts is independent of the survey database that SmartQ uses to store survey responses To manage your survey database see Chapter 8 Data Management When dialing the Standard Dialer looks in the Phone database at the Phone table you selected on the Dialer Jobs screen The Phone table has a field that contains phone numbers and has an unpopulated field in which the Standard Dialer records information about the dial attempt It will dial each phone number whose corresponding Results field is empty You can manipulate the contents of your Phone database by importing data or resetting some results You can also export data if you need to transfer it to another location Importing Data Instead of entering a list of phone numbers by hand you may want to import your phone numbers direc
143. m Name as it will appear in formula Port Phone line CALLPORT Date of Call CALLDATE Time of Call CALLTIME Lead Survey Name LEADNAME Lead Survey Duration LEADMINS Response Survey Name RESPNAME Response Survey Duration RESPMINS 72 SmartQ 5 1 Manual Advanced Formula Builder DID DNIS digits DIDDIGITS Caller ID info CALLERID Time Operators Time Operators gt Time operators add and subtract units of time Example You call clients back for a follow up interview four months and two weeks erenunr after the day they take your SmartQ survey You want to store that exact date in the database so it is easy to see when you need to call clients back 1 Insert or create a new item called callback _ calc Select Select Item Type gt Calculate On the B Responding tab click the Formula Builder button The Formula Builder window will appear Click the Advanced button Build the formula SCALLDATE MONTHS 4 WEEKS 2 a fF O N TIP How to build the formula e SCALLDATE is under Date of Call from the Call Information menu e MONTHS and WEEKS are Time Operators e 4 and 2 are entered with the Text or Number box 6 When you are finished using Advanced Formula Builder click Save 7 Click OK in the Formula Builder window to close it TIP Other Time Operators You can add a date and an integer 11 14 2012
144. me dynamically z Destination Filename Formula If you check Field Names Include as First Line MONTH amp 7 amp DATE amp 7 amp YEAR FORMAT in Export File the first line of the text file will Formula Builder contain the names of the fields separated by the N Delimiter you choose Ifa file already exists with this name the auto Pas ayes Ean ovens Monpnal export function will append any new data into the ug a existing file Delimiter Comma X For example if you use this formula for the file Field Names name Include as First Line in Export File Cancel Apply Now OK MONTH amp amp DATE amp amp YEAR FORMAT YYYYMMDD amp txt If the date is August 5 2006 the resulting filename will be 20060805 txt In the case of this formula a new file would be created each day and data would be written to this file until the end of the day TIP Use the date time and port fields in the formula to ensure unique file names The Saved Export Format option allows you to use any format previously defined from the Export Data feature Data gt Export An export format lets you specify which survey items are to be included and in what order Select a previously saved export format to edit You will then be able to modify the justification space padding and re ordering as desired Fields are left justified space padded and not restricted to a certain width by default These defaul
145. mula Builder F Locked Copy Settings Test Now Apply Now TeleSage SmartQ Survey Desi ign max Survey Views Preferences Help 4 Select Iten Type POIRE 1 Select Survey 11 Grocery Store I Lead Survey Current Adiy 2 Select System Voi z l r Digits E aeee A Recording B Responding C Ri Multiple 3 Select Item Delete RR aner English fenale v 1 CHOOSE PROMPT TYPES 2 RECORD PROMPT Script File Inform m A TT C promot C Prompt 2 l Chooseityoudonoineeda Daad Data responce fom the caller OR torecod a preface lo your question Inform ra Choose i you want to relay data to your caller without or before getting a response C Question Fr Choose if you want a response from your caller C Repeat Choose repeated when caller does not respone Select Data Type Number E Calculate Value Formula Builder Readback Method Head Value Format optional C Read Meaning Read File With This Name C Textto Speech Je El aL 29 AMove _Insert_ Move W C Promet 3 C Datas TeleSage SmartQ Survey Design Wee Survey Views Preferences Help Nita 1 Select Survey 4 Select Item Type H 11 Grocery Store F Lead Survey CutertAciviy 2 Select System Voice zl Multiple E 5 Construct Item
146. n 4 Select Item Type Query Digits z and easiest Item to construct The next chapter will go through constructing Query Digits step by step Instructions for the other two types of query Query Alphanumeric and Group Query Open End will follow the instructions for Query Digits since all three a types of query are similar Group Calculate and Retrieve are more advanced Retrieve features that are discussed in detail in later chapters Custom Creating Survey Items Follow these steps to create a new item z 1 Click on a number in the Select Item box 2 A dialog box will automatically pop up requiring you to name the item Enter a name 4 dificult that identifies the data item T rose Mi 7 rose_hill 3 Click OK 8 childcare 9 used 10 future 11 return TIP Name your item something descriptive such as clientid or client_id no spaces allowed so that if you move insert or delete a question in a survey the data name will remain accurate Choose a name that will be easily understood and recognizable for future use i P 4 Move Insert Move W Delete Editing Survey Items Changing an Item Name Double click on the item in the Select Item box and enter a new name Use extreme caution when changing an item s name Any formulas or routing that refer to this item will not automatically be changed You must manually change all referencing information The item s Access da
147. n ongoing log of recent call activity for each line is displayed Viewing Responses in Real Time From the Current Activity screen right click on an active port to bring up a menu and select View Responses As They Happen The resulting screen will help you determine what a caller enters in real time After the call finishes responses are still available from this screen and are not cleared until another caller begins a new survey 44 SmartO 5 1 Manual Viewing Current Activity and Monitoring Progress You might use this to determine what is wrong with a call taking a very long time to check responses on a busy system or simply out of curiosity for how callers react to your survey Printing SmartQ Windows On the left column of your SmartQ screen the Print button allows you to print any screen that you have open Open the window that you would like to print and click on the Print button Call Volume and Port Usage Accessed through the Current Activity screen s Tools menu Call Volume and Port Usage can help maximize the use of your system There are 1 440 minutes in every day SmartQ shows how these minutes were divided among the number of lines you have Ports In Use Minutes 0 917 1 230 2 152 3 86 4 55 In the above example on a 4 line system all four lines were in use for a total of 55 minutes on this day These 55 minutes could have occurred at any time that SmartQ was takin
148. n prompt there 30 Click the Hang Up in the left hand column of buttons on the SmartQ screen to end the recording session Hang up the telephone TIP The prompts will appear in bold on the left side of the Record screen after they have been recorded so you know what prompts exist Responding 7 VALID RESPONSE LENGTH READ BACK TO CALLER 31 Click on the Responding tab Minimum Number of Digits 7 _ Don t Confirm q Maximum Number of Digits 7 _ Confirm Input c 32 Select the 1 happy item in the Select Item box Enter pae o o u aracters ad 1 for Minimum Number of Digits and 1 for poes ORIN ING Contin Mea 2 oe ad Allow response during question Iv Maximum Number of Digits Time alowed for 3 Allo fay mach 17 33 In the Validate Response section check the Reject Tine berora repastind H OT reas to Previna le e Invalid Response checkbox Enter 1 2 as valid choices aCe eee oe 34 Select the 2 repair item Enter 1 for Minimum VALIDATE RESPONSE eae E o Reject Invalid R Vv p A Number of Digits and 2 for Maximum Number of a Ea Digits 12 Formula Builder Translate Response I 38 SmartQ 5 1 Manual Creating the Survey 35 36 Routing 37 38 39 40 41 42 Setting Special Touchtones Copying Settings 43 44 45 4 47 48 49 D Select the 3 accident item Enter 1 for Minimum Number 5 Construct Item happy of Digits
149. name chosen by the first survey If a survey voice of that name does not exist in the second survey the second survey will automatically use its Native prompts The voice selection item will cause a survey voice to be chosen for the rest of the survey The result of the item whether it is a query from the user Select 1 for English a lookup referring to a previously recorded selection of the user s preferred language etc must be a number The Voice Selection dialog box allows you to associate a numeric values with the survey voices 1 Create a new item on the Survey Design screen Make the appropriate selection from the 4 Select Item Type sti lolx pulldown menu Language hd 2 Make the appropriate selections on the Recording nasi Responding and Routing tabs depending on whether you 1 System Voice are asking the caller for a language selection looking it up 3 German z in a table etc Add Edit 3 Select the Recording tab and select 2 SELECT SURVEY VOICE gt ADD EDIT SURVEY VOICE s Add Remove 4 Choose the item from the Voice Selection Item pulldown menu Add Remove Exit 62 SmartO 5 1 Manual Survey Voice 5 The Voice Selection Response list will be empty initially You will need to add the possible numeric outcomes to the list and associate each one with a survey voice Press the Add button in the bottom left corner The Add Voice Selection dialog box will
150. ncluding the Subject ID all the qualifications and any other associated non qualification data Multiple Studies or Sites You can allow for multiple independent randomizations at the same time for different sites for example Your survey collects or calculates a site identifier The site identifier needs to be included in the WHERE clause of the counts query The assignment query must also save the site identifier Sample Randomizer Survey The following is the script for the sample survey included with SmartQ 91 Sample Randomizer 1 Login QUERY Hello this is the randomizer demo Please log in with your password For this demonstration use 87654321 2 ValidateLogin Check the Login that was entered 3 InvalidLogin QUERY The password is invalid Please try again 4 SubjectID QUERY Please enter a 3 digit SubjectID 5 ValidateSubjectID Check that the Subject hasn t already been randomized 6 InvalidSubjectID QUERY The Subject ID is invalid Would you like to try again For Yes press 1 For No press 2 7 AlreadyAssigned INTRODUCEPROMPT1 Subject INTRODUCEDATA1 Read Subject Id to caller INTRODUCEPROMPT2 is already assigned to group QUERY To hear this again press 1 Otherwise press 2 8 Ql QUERY Gender Is the subject male or female For Male press 1 For Female press 2 9 Q2 QUERY Age Is the subject over 35 For Yes press 1 For No
151. ne busy signal etc toward Terane e ve el coe meeting the quota choose Number was dialed _Detine Survey Completion_ e Live person was reached If you want the Standard tier Ness of Comin Cole J j Make only 200 calls total Dialer to call a set of phone numbers and count only DO EE C Use table of calls per category responses where a live person was reached toward meet ing the quota choose Live person was reached Phone DATABASE Phone TABLE or QUERY Category FIELD Rentals ota DATABASE Quota TABLE or QUERY Category FIELD Quota FIELD z z ziii Import Export You want to reach 200 live people Choose Live Person NE Was Reached and enter 200 into the Make Only ___ Calls Total box below After the Standard Dialer has detected 200 live people answering the phone it will consider the quota met and stop dialing Over 200 calls will be placed overall since the Standard Dialer will not count answering machines busy signals etc toward the 200 call quota Example e Survey Was Completed If you want the Standard Dialer to call a set of phone numbers and count only the outcomes in which your survey was completed choose Survey Was Completed Ifthe person completes the survey logic the call will be counted toward the quota total If no one picks up a busy signal is returned an answering machine picks up or the person answers some questions but does not reach the end of the
152. ng uses wink signals e Time to wait for Wink is the maximum amount of time in seconds to wait for a wink signal to be sent after SmartQ goes offhook If it does not arrive before this time the call disposition is categorized as an error with an associated message stored in the log file and shown in the Recent Activity pane of the Current Activity screen reading No wink received e Time between Pickup and Dial is the number of seconds that SmartQ waits after the wink is received if the wink checkbox is checked to make sure the line is ready to receive digits e Use MF dialing should be checked if the MF frequencies are used for touchtones rather than the traditional DTMF frequencies SmartQ 5 1 Manual 7 Chapter 1 Getting Started e Enclose dialstring with and should only be checked if your T 1 carrier requires the touchtone sequence to begin with a tone and end in a tone for example 8881231234 gets transformed as 8881231234 Caller ID ANI Caller ID or ANI must be ordered through the phone company in order to be enabled on your phone line Most voiceboards that fit in a PCI slot support Caller ID including the D 4PCI boards D 4PCI D 4PCI U D 4PCI UF D 4PCI US and JCT boards D 41JCT LS Please contact technical support or visit www dialogic com for information on the features of particular voiceboards The phone company sends the Caller ID information between the first and
153. ng your first survey to SmartQ or if the survey you will be making is completely different from all other surveys in your system e Select the Copy existing survey option if you want to make a survey that is very similar to a survey that already exists and you simply wish to make a few minor changes Use the pull down menu to select a survey C Select one option for Database e Select Make New Database if you wish to make an entirely new Access database to store information Type the name of your new database e Select Use Existing Database if this data should be written to a previously designed database D Select one option for Table e Make a New Table to have all call data for a survey stored in a new table this option is mandatory if you selected Make New Database e Use an Existing Table to have call data written to an existing table You may want to use this option when you administer the same survey in multiple languages Use the pull down menu to select an existing table e Use the Create Survey Items Matching Fields in Database checkbox to include preexisting database records in your new survey Once you click OK a Select Fields screen will appear E Lead Survey Optional e Designate which of your surveys will be the lead survey 3 When all settings are correct click OK NOTE Another way to designate your lead survey is to check the Set as Lead Survey box beneath Select Survey in the Survey Design window An as
154. nse survey s database Create any additional response surveys and associate them with the appropriate lead survey Create items record prompts set calculations routing etc for the lead and response surveys Click the Multiple button again to assign ports or DNIS numbers to route callers to your new surveys DNIS DNIS Dialed Number Identification Service is a service provided with T 1 lines It allows the T 1 carrier to indicate what phone number was dialed by the caller to reach your IVR system Thus you can have several distinct phone numbers all answered by the same pool of IVR lines and SmartQ will know which survey to use for each caller by checking which phone number they dialed Multiple Lead Surveys ltl x E Ende Multipte Load Surveys Roseby Pon DHIS Me inbound osing Azogned Potr Azzigred flerpence Sarveyr 1 95 Semple Load Of WA Slate LEAD 2 95 Semple ined Balt Grocery Stere St Sample Herp 00 En PZ e3G Sample Heap tit te Al Pozal ead 4 02 Cox Survey Assign ent Zin Led 21 PiezaDetverye Survey to calected 2 Pree Diran selected Porte Reipomio 23 Piszalanyost gt 24 Pizai ahiolachione 55 TOPTI 5 TOPT203 7 Uneesge SA SP TOPTI gt Unessa selected 19 SP TOPT202 selected Ponts rhea B5 Satinloction Sever fai ab 67 TOPTI m tort BY SP Satelacton 70 SP TOPT 102 Tt SP TOPT202 T Sesapi Meap700 Eine 94 SmartO 5 1 Manual Setting Up Multiple Projects
155. nt the Standard Dialer to categorize your records by zip code e Use Table of Calls Per Category If you have several categories and need a different number of complete calls made in each category choose Use Table of Calls Per Category In your database you will need to create a table that links each category with a quota Before each call the Standard Dialer will check this table and determine if the quota has been met for the category It will meet the quota for each category before con sidering the dialer job complete Point the Standard Dialer to the Quota database Quota table or query Cate gory field and Quota field by selecting them from the pull down menus Use separate tables for the phone numbers and the quotas When you are finished click Save to return to the Dialer Jobs screen 110 SmartOQ 5 1 Manual The Five Basic Steps of Job Designing NOTE f there are not enough available numbers to meet the quotas you establish the job will finish without meeting the quota For example if you establish your quota as 1000 complete calls but there are only 500 numbers in your table the quota will not be met Example You want to survey households in several zip codes but want to survey a different number of households in each zip code 1 In your database create a table called quotas that has two fields Zip Code and Quota The name Zip Code should correspond to the Zip Code field in
156. ntheses to specify the order in which the formula is parsed The above formula could be written as 5 20 4 to agree with the order of precedence recognized by most modern computer languages You will still need to use the pull down menus to enter your commands to avoid making syntax errors 70 SmartQ 5 1 Manual Advanced Formula Builder If a formula divides by zero the result will be zero no matter what was being divided No error condition will result Example You wish to add up a set of scores from three previously created items named speed quality and service and divide them by the number of questions asked 3 1 Insert or create a new item called satisfaction_calc 2 Select Select Item Type gt Calculate 3 On the B Responding tab click the Formula Builder button The Formula Builder window will appear 4 Click the Advanced button 5 Build the formula Sspeed quality S service 3 TIP How to build the formula e Sspeed Squality and Sservice are under Response Value e and are Math Operators e Enter 3 into the Text or Number box 6 When you are finished using Advanced Formula Builder click Save 7 Click OK in the Formula Builder window to close it TIP Other Math Operators The modulus operator will divide and retain only the remainder Example 12345 100 will result in 45 in the database 12345 100 is 123 with a remainder of
157. nual 91 Chapter 13 Advanced Topics Setting up Retrieval of Open End Responses 12 Select the Responding tab 13 Click Spoken Responses 14 Under Survey select the response survey for Site 02 Check all the open end responses that you want to make available 15 Go back to the first item Site Choice On the Routing tab route 01 to the item Retrieve _01 and 02 to item Retrieve_02 so the correct open end responses are played for the caller Avoiding Unwanted Recordings Custom only Sometimes callers will reach an open ended question and will simply hang up or attempt to key in a response which has the effect of creating a very short and useless recording The Minimum open end message length setting on the Advanced Survey Settings window is meant to help minimize this problem see Chapter 23 The minimum open end message length is set by default to 0 This means that SmartQ retains any message regardless of how short If you do not wish to keep these short messages a greater number is required One second takes 8000 bytes IMPORTANT This is a system wide setting which means that every survey in SmartQ will be bound by this setting 92 SmartO 5 1 Manual Chapter 14 Advanced Topics Multiple Lead Surveys Custom only Overview The use of multiple lead surveys is an advanced feature that is only needed when you have several completely independent multi survey projects running concurr
158. o 3 item 5 4 checkout 3 and 4 routed to Next Repeat For always press 1 Instructions 4 difficult Query Question Please indicate the category of 1 all item you had the most difficulty 2 responses finding in our store 3 routed to For Produce press 1 Next For Meat and Seafood press 2 For Bakery and Deli press 3 For Other press 4 5 checko Query Question Was the checkout line efficient 1 all ut 2 responses 3 routed to Next 4 Repeat For always press 1 Instructions 6 service Query Question Was the service friendly and 1 all courteous 2 responses 3 routed to Next 4 Repeat For always press 1 Instructions 7 rose_hil Calculate Use Basic Formula Builder to 1 1 routed to l recall a single item location 2 Next 3 2 3 routed to Item 11 return 8 childcar Query Intro We recently created a new e supervised childcare center to assist you when you visit our Rose Hill store Question Were you aware that this 1 1 routed to complementary service existed 2 Next 2 routed to For yes press 1 Item 11 return For no press 2 9 used Query Question Have you used this service 1 1 routed to 2 Next For yes press 1 2 routed to gt Item 11 For no press 2 return 138 SmartQ 5 1 Manual Sample Survey 2 Medical History 10 future Query Question Do you plan to use this service in 1 all the future 2 responses routed to Next For yes
159. o an item called still agree and 21 to the same item called change To complete the example the items referenced might be the following e ed_stand Do you think there is enough attention focused on healthcare issues in this election Enter 1 for yes 2 for no e health stand Do you think there is enough attention focused on the economy in this election Enter 1 for yes 2 for no e change Has the issue most important to you received more attention since you last took this survey one month ago Enter 1 for yes 2 for no 13 Click on the Apply Now button 86 SmartO 5 1 Manual Chapter 13 Advanced Topics Setting up Retrieval of Open End Responses Overview If you have created open end responses items in your response surveys there are two methods for enabling users to listen and transcribe them e Data Screen the user has direct use of the computer on which the database is stored and plays back messages using SmartQ e Telephone Play back the user s call in from remote locations and listen to the messages played back to them The advantages of each type of access and play back are described below Data Screen Telephone Allows saving deleting and flagging messages for priority Must be heard at the Can be heard from any touchtone telephone computer where SmartQ is installed Can see data in context with Can be configured to present a filtered subset the rest of the re
160. om your database simply by right clicking on the field and selecting Delete This Field Sort by this Field When deleting a field SmartQ will always confirm with you group Find when there is data present in that field If you choose to delete next the field and SmartQ begins collecting data for that deleted field fretrieve_all SmartQ will create the necessary field on the fly while your improve_score survey is taking place oe eee m Colors The menu that appears with the right click also allows you to sort data by the selected field as well as find values within your database Suppressing Write to Database A Select View Change your view on the Data screen to the Configuration view for the option to make SmartQ omit or suppress certain data from your database Configuration zi If you right click on any field in your database you will be presented with the option Don t Write to Database If you choose this option SmartQ will withhold any new data entries into that field until you specify otherwise Your pre existing data will remain intact and you can resume writing that data to the database at any time by right clicking a field that has been suppressed and selecting Write to Database You might choose this option for fields which are only used for intermediary calculations or for conditional branches in your survey logic 54 SmartO 5 1 Manual Other Data Features Moving Fields
161. ombine to form one item you can use as many or as few parts as you wish depending on the information you need to give and the answers you would like to obtain There is usually no prompt recording associated with Calculate and Retrieve these are items you create to help your survey perform advanced tasks Query Digits Set up questions to collect numeric responses SmartQ collects callers responses and stores them in the database as a single digit or multi digit responses This is the most common item type where you set up a series of questions and answers Example Do you own any pets Press for yes 2 for no or How many times have you visited our store in the last month Please enter the number of visits followed by the pound sign Query Alphanumeric Set up questions to collect caller responses in the form of numbers and letters together Example Please enter your last name using the letters marked on your telephone keypad or Please enter your five digit alphanumeric code now using the numbers and letters marked on your telephone keypad Con tinue pressing the key associated with the letter or number you wish to enter until you hear that letter then press the pound key Query Open End Set up questions to collect long answer responses left in the form of messages the caller can record for you to hear later Example Please leave your comments after the tone When you are finished press any touchtone to end
162. ompts are played only once to the caller Question To record a Question prompt type the text in the Script box on the right side of the screen and record the prompt using the instructions on recording prompts later in this chapter Question prompts will be repeated to the caller if they enter an invalid response or if they wait too long to respond Repeat Instructions You can use this type of prompt for shorter versions of instructions that are repeated each time that the question is repeated 18 SmartO 5 1 Manual A Recording You may want to reuse these repeated instructions in other Repeat Instructions 7 items To do So Choose if you want a shorter version of your question repeated when caller does 1 Click on the item where you would like the instructions not respond repeated 2 Check the checkbox to the left of Repeat Instructions V Use Repeat Instruction prompt from 2 clean xl 3 Check the checkbox next to Use Repeat Instruction Prompt From 4 Use the pull down menu to select the item that contains the Repeat Instruction prompt you would like to apply to the currently selected item Recording Prompts 1 Unless you already have files you wish to use for prompts which you can attach to items using the File button explained below you will be recording prompts using SmartQ 2 Select the prompt type Introduce Inform Question or Repeat Instructions It is recommen
163. ophisticated formulas tailored to your exact specifications Click the Advanced button in Basic Formula Builder to bring up the Advanced Formula Builder 68 SmartO 5 1 Manual Advanced Formula Builder Advanced Formula Builder E x Help Build your own formula VALUES AND OPERATORS Text or Number rt gt Math Operators o Response alue 2 Prefix Operators o H Response Exists poo Logic Operators o H Call Information P Or Text Operators S H Current Date Time o YS Time Operators o H External Operators S H Test Cancel Save The Advanced Formula Builder has several pull down menus that contain all the elements you need to build your formula Select what you need from the appropriate pull down menu and SmartQ will enter it into the Build your own Formula bar When you follow this procedure SmartQ automatically places commas between each element of your formula for proper syntax Your formula may also contain symbols such as or depending on the type of values and operators you use These are a necessary and normal part of the formulas that SmartQ adds in for you automatically when you use the pull down boxes to create your formula As you become more adept at creating formulas you may wish to type directly into the box If you need to erase an element of the formula use the back and forward arrow buttons as well as the Delete button Do not edit the formula in th
164. ord anything for the group You may also find the Inform prompt helpful for calculating scores as people progress through items in a group 58 SmartO 5 1 Manual Chapter 10 Advanced Topics System Voice and Multiple Language Support In many real world settings you will need your survey to be in more than one language SmartQ allows you to use the same survey for multiple languages rather than forcing you to create a separate survey for each language System Voices and System Prompts The prompts that you record to welcome your callers ask them questions and guide them through the survey are called the survey voice SmartQ comes with a set of built in prompts for numbers letters dates times and currency These prompts are recorded for each system voice The system contains built in logic to use these at the appropriate time In a single language system you don t need to change them Your survey voice prompts will be recorded as the native voice and you can use the default system voice called Amer English female Type of Prompt Wording of Prompt Goodbye That concludes our survey Thank you and Goodbye Invalid Answer Your entry is not recognized by the system Please try again Please Hold Please hold while transfer your call System Pause Survey Paused Press any key to resume the survey Confirm Number You entered SmartQ reports entry If this is correct press 1 if incorrect
165. ording 61 Survey Voice 4 61 How Create a Survey Voice 61 Recording Survey Voice Prompts 62 How to Create a Voice Selection Item 62 Chapter 11 Advanced Topics Formula Builder 65 Overview 22s ee tee tt ee ee eee ee 65 Calculate eee eee eee ee ee 66 Inform Data Calculations 66 Retrieve 66 Basic Formula Builder 67 Single Item Recall 67 Sum of responses 67 Count of Responses 68 Advanced Formula Builder 68 Response Value 69 Text or Number 70 Math Operators 70 Response Exists 71 Call Information 72 Time Operators 73 Logic Operators 74 Text Operators 74 Current Date Time 75 Prefix Operators 76 External Operators Advanced 77 Tips and Tricks 77 Formula Tester 77 Chapter 12 Advanced Topics Setting up Retrieval of Data for Calculations 83 Overview of Retrieval 5 83
166. ou to recall the answer to a previous item in your survey Create an item specify Calculate as the type bring up the Formula Builder and select Single Item to choose the item with the answer you would like to recall Finally use the Routing tab to direct the answers to the correct destinations Example One of your first questions called location is Which store do you frequent most often Enter 1 for Downtown or 2 for Uptown You ask several more questions that apply to the store in general After that you ask a set of questions that apply specifically to the downtown or uptown location You don t have to ask the question again in order to branch just use a calculation to recall the response to a previous item 1 Insert or create a new item called store_calc at the point in the survey where you wish to start branching questions Select Select Item Type gt Calculate On the B Responding tab click the Formula Builder button The Formula Builder window will appear Check Single Item Choose the item name location from the pull down menu Click OK Click on the C Routing tab to route the responses to the correct places based on the answer to the previous question NO a PWN Sum of responses You can add the numeric values of caller responses quickly and simply by selecting the Sum of responses option You can use this function to add response scores at any point in your survey at the end If you are only adding
167. ould miss the beginning of the message Telephone Hardware Line Type is set to Analog by default It can be switched to T 1 if that is the type of phone line you are using Many of the other settings on this window will be enabled or disabled depending on the line type you choose 3 Signaling The options available to you under Signaling will depend upon the Telephone Hardware you have selected Phone Lines Provide Hangup SmartQ detects when a caller has hung up by detecting the presence of dial tone on the line Some internal phone systems do not provide any sound when a caller hangs up This makes it impossible to detect a terminated call easily SmartQ provides the next best thing If you do not check Phone Lines Provide Hangup then if a caller does not respond in any way to a question even after hearing the prompt three times SmartQ will assume that the caller has hung up SmartQ will not treat invalid touch tones as a hangup nor will any items that don t seek a response from the caller trigger a hangup Analog only DID Digits If you have Caller ID service and you want to collect the phone number of the caller check the Get DID Digits after Pickup checkbox and enter the number of collected digits in the Number of DID Dig its field and they will be recorded to the database T 1 types Transfer Type To transfer a call on analog lines SmartQ will issue a hookflash dial the transfer number and hang up Some T 1s with AMI D
168. own menu it is the al Script inform if Welcome to Jack s Car Satisfaction 9 ia Construct Item h lick the Recordi Bataa oie mado Sunta Thnk you for sow cont Under 5 Construct Item happy click the Recording tab it may already be active as the default C Question Aa Choose if you want a 10 Click the Introduce Prompt Enter Welcome to Jack s peas aa Cars Satisfaction Survey Thank you for your recent l sa i C Repeat Instructions v purchase into the Script box You can read from the Choose you want a shoe a version of your question T Script box when you record Tepe oaks eves a Ly 11 Click the Question Prompt Enter Are you happy with your car Press 1 for yes Press 2 for no into the Script T Locked box Create Second Survey Item 12 In the 3 Select Item box click on 2 13 Enter repair as the item name and click OK 14 Select 4 Select Item Type gt Query Digits 15 Under 5 Construct Item repair click the Recording tab Test Now Copy Settings Apply Now SmartQ 5 1 Manual 37 Chapter 5 Survey Design Basic Tutorial 16 Click the Question Prompt Enter Please enter the number of times you have had the car serviced or repaired since you purchased it into the Script box Create Third Survey Item 17 In the 3 Select Item box click on 3 18 Enter accident and click OK 19 Select 4 Select Item Type gt Query Digits 20 Under 5 Construct
169. ox 22 Remind me to Auto Test Surveys checkbox 41 Repeat Current Item setting 28 Response survey 10 Retrieve item type 83 Retry busy numbers setting 109 Retry unanswered numbers setting 109 Return to Previous Item setting 28 Ring setting 6 Rings Before Answering setting 6 Robbed bit signaling parameters 6 154 S Wink start 7 150 Save as setting 28 Saved Responses option 88 Scheduling X Dialer jobs 114 XML output 104 Security 91 Separator setting 53 Show Tooltips option 51 Skip to Next Item setting 28 Specific Destination pull down box 31 Standard Dialer 1 Status of incoming lines 44 Survey Maximum duration 130 Survey Organizer 99 System Prompts 59 System Voice 12 59 T Telephone Play back 87 Test Now button 30 42 Text file output 102 Time Allowed for Answer setting 7 109 Time allowed for response setting 22 Time before repeating question setting 22 Time between Pickup and Dial setting 7 Time to wait for Wink setting 7 Timeout for Dial For Recording setting 7 Tooltip xii Transcribed Responses option 88 Transcription 88 Transfer Type setting 6 Translate Response checkbox 22 Try Data Export Again button 54 Two key sequences 28 U Unheard Responses option 88 Untranscribed Responses option 88 Use MF dialing setting 7 V Valid Choices settings 23 View Responses As They Happen setting 44 Voice Selection dialog 62 Ww Welcome Screen 4 Wink signal 7 8 150
170. pback connector and plug it directly into the board If this doesn t turn the light green when the Dialogic service is running then the board is faulty It may take 15 seconds after insertion for the board to detect and analyze the signals The pin out for the board is e 1 Receive Tip e 2 Receive Ring e 4 Transmit Tip e 5 Transmit Ring Therefore to make a hard loopback take an RJ 45 plug and two short wires Connect pin to pin 4 and pin 2 to pin 5 Twist the wires Cable from the SmartJack to the Dialogic board Use a straight through LAN cable ABAM or Cat 5e to connect the SmartJack the phone interface box to the Dialogic board The cabling should be less than 133 feet in length If you are making a cable the wires are the same on each plug Place the plug so that the tab is away from you and the wires would stream out to the left Pin 1 will be on top The wire order could be as follows e 1 Green white e 2 Green 150 SmartO 5 1 Manual Dialogic Board e 3 Orange white e 4Blue e 5 Blue white e 6 Orange e 7 Brown white e 8 Brown OR e 1 Orange white e 2 Orange e 3 Green white e 4 Blue e 5 Blue white e 6 Green e 7 Brown white e 8 Brown The first is called 568A and the second is 568B Either will work as long as both plugs are the same This cable works because the SmartJack has transmit and receive pins reversed to mate with the Dialogic board or other equipment Installing Dialogic
171. press 1 For no press 2 11 return Query Question How likely are you to return to 1 all Wholesome Groceries 2 responses 3 routed to End For very likely press 1 For somewhat likely press 2 For not likely press 3 Sample Survey 2 Medical History Background SmartQ also includes a client information survey comprised of one lead and two response surveys for a total of three surveys This is a medical history survey that will assist a doctor in finding out the quality of care clients are receiving and their level of satisfaction Materials are mailed out beforehand in this survey so that clients are pre assigned which survey to take SmartQ 5 1 Manual 139 Sample Surveys Lead survey Welcome Enter survey code 100 Lo Response survey 100 Did staff listen 200 N Response survey 200 Enter treatment time point mid treatment Did staff work well as a team end treatment post treatment N Did staff allow you to express concerns Do you intend to stay Y Did staff explain Are you satisfied Formula Builder Calculate Score Is the program meeting your expectations Y Y Did staff review treatment plans Would you recommend the program Y Call again on Calculate Date
172. r phone numbers that previously returned Busy or No Answer results so that the Standard Dialer will call these phone numbers the next time you run the job You can do this from the Dialer Jobs screen e To clear the results field of Busy results click the Reset Busy Numbers button e To clear the results field of No Answer results click the Reset No Answers button Exporting Data Table data Using the Standard Dialer you can export data from the tables in your database to a text file From the Dialer Jobs screen or the Set Job Quotas screen click the Import Export button This will open the Database Import Export dialog box 1 Enter the name of your text file either by typing the path or browsing to it using the Browse button on the right 2 Select the database that contains the data you want to export either by selecting it from the pull down menu or browsing to it using the Browse button on the right 3 Select the table that contains the data you want to export from the pull down menu 4 Select the number of backup cycles from the pull down menu This is the number of copies of the current database you want to create as backups 5 Click the Export button to export the data Job results You may want to export your job results to a tab delimited text file From the Dialer Job Results screen click the Export button This will generate and open a text file with the name JobID NameOfJob_UniqueTwoDigitNumber txt
173. r signaling ring drop pickup hang up so only the first 23 channels will accept calls An AMI D4 T 1 uses all 24 voice channels for calls as it does not utilize a D channel for signaling An ISDN provides DNIS dialed number and ANI Caller ID digitally via the D channel You only need to tell the carrier how many DNIS digits you would like Typically you would ask for the last 5 digits of the dialed number For AMI D4 ask your carrier to provide ANI and DNIS in the form star ANI star DNIS star This means that when SmartQ goes offhook it will immediately receive touchtone digits from the T 1 For example if the caller dials 1 800 555 1212 from their home at 919 555 1212 SmartQ will receive the digits as 9195551212 8005551212 There is a checkbox on SmartQ s Phone Line Setup screen that tells SmartQ to expect this protocol and automatically interpret it Dialogic Board The D 240JCT T1 has jumpers and a rotary switch e If there is only one board in the system the jumpers aren t needed set the rotary switch to ID 0 e The CT Bus cable is required if there are multiple T 1 boards in the same computer There is a limit of 4 T 1 boards 96 lines per computer There is an indicator light nearest the jack on the board e The light is red if there seems to be a problem with the signals e The light is green if the signals seem to be correct and consistent If the line is giving you trouble make a hard loo
174. r the ring signal and then times the duration of the first sound that does not fit the pattern of the ring signal This is called the salutation It is either the words of the person or machine answering the phone or some other signal generated by the phone system 3 When establishing the cadence of the ring signal SmartQ can detect rising tri tone operator intercept and busy signals You can change the parameters used in the algorithm that guesses who is answering the phone The duration of the salutation is used to determine whether a person an answering machine or voice mail answered the phone the assumption is that a person answering will say one or two words while a machine will deliver a much longer greeting e Live Person Max Hello Length is the maximum number of seconds it is assumed that a live person rather than a pre recorded message would speak before stopping and waiting for a response e Timeout for Dial For Recording is how long SmartQ will wait for a call to be answered and an audio response to be registered after you press the Connect button e Max Nonsilence to Ignore is used to filter out clicks beeps etc Any sound of duration shorter than this time measured in 100ths of a second will be ignored If you suspect that your phone line is carrying extraneous sounds longer than this setting increase the value e Answer Deglitch is used to account for the normal breaks in the stream of speech such as between words or dur
175. r you and place the connection string in the appropriate box on the SmartQ screen 4 Click the Test button to verify that SmartQ can open the ox database If successful you will also have the option to view the table and field structure of the database 5 When the connection has been successfully configured click Save Queries The right side of the Databases and Queries screen lets you define queries to use with your databases The queries you define here are saved within SmartQ not in your database You must type in the SQL statement for each query an optional description and give the query a name On the Jobs screen you can select from the list of queries you define To create a query Enter the name for the new query 1 Select Queries gt New Enter the name you want to use for this lt query Names may include any characters except equals sign or square brackets Spaces and other special characters are allowed Customer Names 4 1702 8 5004 2 Enter your SQL statement If you need to refer to the database for table or field names just click the Test button under Database Connections and choose Yes when prompted if you would like to view the database structure 3 Test your statement with the Test button Ifthe query returns records they will be displayed in a grid so you can check whether it works as intended If the query is an UPDATE INSERT or DELETE statement it will
176. rent from the other types of prompts because their purpose is to wait for the caller to respond rather than merely provide the caller with information Examples include Please enter your code or Are you satisfied with your experience or Please indicate your feelings toward this product SmartQ 5 1 Manual 17 Chapter 3 Survey Design Construct a Query You may want the caller to hear more than just a question that is why you can also record Introduce Inform or Repeat Instructions prompts as part of the same item An example of each kind of prompt is outlined in the chart below Different combinations of prompts can be recorded to suit the situation If the question prompt is left out of any combination however no information will be gathered and the field for that item in the database will be left blank When you design your survey you should map out all of the questions you want to ask first Then you can record all the prompts Introduce Inform Question and Repeat Instructions in a logical manner TABLE 1 Prompt Types Prompt Description Example Introduce An introduction to a survey item or We are interested in learning about your expe present information to a caller such as rience at our facility Please answer the follow facility information or office hours ing questions Inform Information to present to the caller such The last time you completed a s
177. rtQ 5 1 Manual 10 The Five Basic Steps of Survey Designing Lead Survey Please enter your zip code To find out what s playing now press 1 To buy tickets press 2 To find out what s coming in the future press 3 Caller Presses 1 Caller Presses 2 Caller Presses 3 Response Survey Listen to future releases Response Survey Response Survey Play Current Showings Buy Tickets The Five Basic Steps of Survey Designing Click on the Survey Design button to see the Survey Design screen Here you will see the five basic steps of designing a survey highlighted in blue TeleSage SmartQ Survey Design Jog Saves Mews Prefererces Help 4 Solect Survey 4 Select item Type Li Geocery atore gt Query Digits 5 Lead Swvey Multiple 3 Construct itom location 2 Solect Syston Voice A Recording B Responding C Routing deez English feaale gt 1 CHOOSE PROWPT TYPES 2 RECORD PRONPT lect Sorig Fie Question Jo kem introduce Fi r A Create 1 location L you do ret rebda Prompt 2 clean sporot hors the cabe OR 3 lind bo recond a preface l yoa e gt 7 diini paras checkout 6 service Play fh Ersa rose_hell 0 ohidcare Infoe Er a 9 usod Ccara 2 you mart to relay Picase commdor which of our store 10 future date to your caller without or locabons you viet most often ir ic gg er For ou Rose Hal boation press 1 For out Lakesi
178. rtQ program Computer B may invoke the Found New Hardware wizard If this occurs A 1 Click Next on the Welcome to the Found New Hardware Wizard dialog box B Select Search for a suitable driver for my device recommended and click Next C D Select Specify a location and click Next Click Browse and navigate to or enter by typing c program_files dia logic drvr dlgcsram nt4 inf Click OK In the Driver Files Search results dialog box verify that the file dlgcsram_nt4 inf was found by Windows as a driver for the new device The next dialog is labeled Completing the Found New Hardware Wizard Click Finish 19 Open Dialogic Configuration Manager by selecting Start gt Programs gt Intel Dialogic System Software gt Configuration Manager DCM 2 2 2 N O It will detect the voice board Within DCM select Service gt StartUp Mode gt Automatic Start the Dialogic service 23 Plug in the phone lines If you have a T 1 it will take 15 seconds before the light that was red on the board itself should turn green Step 4 Transfer files from A to B 24 Make sure that TeleSage SmartQ is not running on either computer 25 Copy files from computer A to the corresponding locations on computer B e C WinNT vvoice32 ini e C Program Files Telesage e C Program Files Telesage Data Cc Program Files Telesage Msgs 26 Copy any databases that you may have set up ou
179. s screen allows you to disable the playing of the Goodbye prompt at the end of the survey see Chapter 23 30 SmartQ 5 1 Manual C Routing Drag to Paint To select multiple routing options with one click of the 5 Construct Item NumberMochas mouse click and hold the black Drag to Paint field in Al Recording B Responding C Routing the upper right of the C Routing tab As the name eE ROUTE TO implies drag the field over the option buttons on the pee a reer G Routing screen to select or paint in the options that A Wad A A fos Testing surve C you want for your survey BWaid fC CC C fied i ee B Nad c c gt HE As seen in the picture on the right clicking and J je oe gor dragging the Drag to Paint field enables the user to use Jn le Ms cic or seace one click instead of up to 13 separate clicks to change B Maid e c tag METITE c options within a given item Itis provided simply as a Jz AS Ea BNM jce c e Ccp e convenience to SmartQ users Swale e ece e fo Maid c e C n a C JZ o s s EO TIP In the Specific Destination pull down box Waid e ce e Cpo ee quickly insert the same entry as the above line by none os 2 o 9 BM selecting the text and typing a quote sign lt lt pe I Locked Q wrer Copy Settings Test Now Apply Now Previous Survey The Previous Survey button appears on all of the Construct Item screens Clicking on this button to
180. sage Details Example Math Place a between the numbers 12345 100 Operator you wish to subtract Result 12245 Math Divides and retains only the 12345 100 Operator remainder Result 45 12345 100 is 123 with a modulus inder of 45 operator Place between a number and remaingero the number you wish to divide by amp Text Concatenates numbers joins 1 amp 1 concatenation Operator them together as text Result 11 operator Place amp between two values you wish to string together concern amp budget Logic Used to affect order of execution 5 3 2 Parentheses Operators Values are resolved in innermost Result 4 not 0 parentheses first e Math Place a between the numbers 12345 100 Operator you wish to multiply Result 1234500 Math Integer division place a 18 6 Operator between the numbers you wish to Result 3 divide 5 1 2 Result 2 F P Prefix Refers to the first or most recent F Sscore Operators previous survey value Enter irst and F followed by the Item you previous call want from the first survey or P p SCALLDATE operators for the previous survey Math Place a between the numbers 12345 100 Operators you wish to add Result 12445 DAYS Time Add a date and an integer to find 11 14 2002 WEEKS 1 WEEKS Operators a date Enter a number or Item Result 11 21 2002 MONTHS first then the operator then the YEARS number you wish to add HOURS 2 00PM
181. second ring You must set Rings Before Answering to 2 to receive Caller ID information Any Caller ID information collected is stored in a built in field called CALLERID and can be used for calculations retrieval or simply additional information about the call stored in the database Information from Caller ID ANI Caller ID will deliver the following information provided the phone company sends it Date Time Caller s phone Caller s name Alternatively one of the following may appear in the CALLERID field e BLOCKED Indicates the caller did not want Caller ID information sent out e OUT OF AREA Caller ID is not compatible with the caller s phone service or the call was placed from a system that does not transmit Caller ID information like some cellular phones and international calls e UNAVAILABLE same as OUT OF AREA NOTE f you leave Caller ID unchecked as a line feature it will show a blank in the CALLERID field in the database However if you check the Caller ID feature and the Dialogic board does not support Caller ID the database field will always show UNAVAILABLE DID DNIS DID or DNIS must be ordered through the phone company in order to be enabled on your phone line You specify exactly how many digits you want when you order the phone service When the phone rings SmartQ will pause two seconds after providing a wink if using T 1 lines then collect all digits and begin the survey Information
182. sponse data of the messages such as comments only for that call from certain sites Can transcribe calls and Hands free message presentation save text directly to database Can be set up with password protection IMPORTANT SmartQ will discard messages that contain only silence SmartQ 5 1 Manual 87 Chapter 13 Advanced Topics Setting up Retrieval of Open End Responses Listen to Open End Responses Data Screen 1 2 3 The Edit Open Ends dialog box will appear To hear the Arcee nea Click on the Data button to view the Data Screen comments sf Select the survey with the open end responses you wish to hear All of the items in your survey should appear on the i e x the data box next to the open end response item Select lew Status Unknown First Prey Last screen with their associated data values displayed Click iE Boo Makas Mak Transcribe Open Ends from the pop up screen Show Only Selected Items Transcription message press the Play button If you wish to play only 2 Deleted Mesponces E V Transcribed Responses those open end responses that meet specific Uniranscribed Responses 3 il iat See requirements check the desired boxes under Show Only Selected Items Options include e Flagged Responses Unheard Responses e Saved Responses e Deleted Responses Transcribed Responses e Untranscribed Responses
183. stomer Satisfaction Item Item Name Item Type Prompt to Record Script for Query or Formula Builder Entry for Retrieve and Calculate Data Routing location Query Intro Welcome to the Wholesome Groceries Customer Satisfaction Survey Question Please consider which of our store locations you visit most often For our Rose Hill location press 1 For our Lakeside location press 2 For our Downtown location press 3 all responses routed to Next clean Query Intro For the next few questions consider all of your visits to Wholesome Groceries during the last 6 months Please choose from the following responses If your answer is Yes Always press 1 Yes Often press 2 Yes Sometimes press 3 No never press 4 At any time you may press the following To Go Back to the Previous Question press To Repeat the Current Question press 0 To Skip to the Next Question press Question Was the store clean RON all responses routed to Next Repeat Instructions For always press 1 For often press 2 For sometimes press 3 For never press 4 SmartQ 5 1 Manual 137 Sample Surveys 3 Find Query Question Did you find the items you were 1 1 and 2 looking for 2 routed t
184. survey the call will not be counted toward the total TIP f the call is only useful to you if a particular survey question is answered you can define the call as complete if the person answered that particular Item Click Define Survey Completion Select your survey in the right hand column and select the item in the left hand column then click OK Limit Number of Complete Calls Tell the Standard Dialer how to limit the number of complete calls Options include e Make Only _ Calls Total If you want the Standard Dialer to make a certain number of calls from your database choose Make Only __ Calls Total and enter the number of completed calls you need e Make Only __ Calls for Each Category as Defined in the Database If you have several categories and need a certain number of calls for each one choose Make Only __ Calls for Each Category as Defined in the Database and enter the number of completed calls you need per category The Phone Database and Phone Table or Query settings contain values according to what you have selected on the Dialer Jobs screen see Step 2 Select your Category Field from the pull down menu Example You want to survey 15 households in each zip code in your database and you have a field named Zip Code in your table Enter 15 in the text box to indicate that you want 15 completed surveys from each category Below select Zip Code from the Category Field pull down menu to indicate that you wa
185. t Views gt ADD EDIT 3 This causes the Edit Views window to appear To begin building your customized view click the New button near the top left ae Template 4 Name your new view for example Digit Range Check Delete Rename 4 Settings Double Click to Add Item Name Item Type c nrint ADD EDIT N Editing Your View The Edit View window will build a template based on the elements you select from the Settings list Each element or setting corresponds exactly to settings on the Survey Design screen SmartQ 5 1 Manual 97 Chapter 15 Organizing Surveys 1 Double click an element to add it to your view Sample output appears in the Preview field and the name of the element appears in the Template field 2 To remove items click on the element or setting in the Template field that you wish to remove and press the Delete key on your keyboard When you are finished customizing your view click OK to return to your survey 4 To see the final output of your customized view click the Views menu and select the name of the view that you created Remember that this view is not survey specific and that it can be used with any of your surveys item Hameo Min Max Digits Accepted mg Allow Hespanse During Quostion Time To Wat Foe fesponan Example You would like to check that each item in your survey is allowing the correct range of digits Create a new view from the Settings m
186. t and all the call data has the correct destination field You can either set up auto testing recommended or manually run testing as you work Auto Test Reminders 1 On the Survey Design screen verify that Remind me to Auto Test Surveys is checked under the Preferences pull down menu it is checked by default 2 A small test box will pop up when you exit the Survey Design screen to the Data or Current Activity Screen or if you switch to another survey SmartQ will ask Test this survey now Click Yes 3 SmartQ will ensure that the survey s settings are complete and consistent with each other such as verifying that the survey has no extra settings and checking that all required item settings have been completed It also SmartQ 5 1 Manual 41 Chapter 6 Saving and Testing checks that there is a database configured for the survey and that all items have field names in the database A log detailing any problems will appear at the end of the test If you wish to turn this feature off and test your surveys manually without prompting not recommended use the Preferences pull down menu at the top of the Survey Designer window to deactivate the Remind me to Auto Test Surveys feature Manual Testing If you are in the early stages of survey development you may find the Auto Test reminders bothersome You can turn them off from the Preferences menu but if you do be sure to use the Test Now button The Test Now op
187. t is likely that you would leave the Reject Invalid Response box unchecked in order to accept all responses On the Routing tab route all answers to the next question or divide up names to route to different questions or surveys as you wish Example 2 You wish to have callers enter their email addresses Record a prompt on the Recording tab that says Please enter your email address The letters Q Z and the at symbol are on the 1 key For more instructions press the pound key On the Responding tab fill in the maximum and minimum text lengths you expect perhaps allow 1 to 30 characters for email addresses On the Routing tab route the answers as you wish 26 SmartO 5 1 Manual B Responding Read Back to Caller SmartQ can read input back to the caller reducing the possibility of inadvertent entries The four settings are READ BACK TO CALLER Don t Confirm G e Don t Confirm Default Confirm Input i f i Read As e Confirm Input SmartQ will ask if the input was correct and give the caller iCharectes i an opportunity to change if desired Confirm Meaning e Read As SmartQ can read the caller s entry as a nce a number a dat ead As S Q can read the caller s entry as a sequence a number a date Aicateaen an ordinal or an amount of money SPECIAL TOUCHTONES optional e Confirm Meaning SmartQ will use a customized voice file in respons
188. tabase field name will not automatically be changed Moving Items Select an item in the Select Item box Press the Move button The Move with up arrow button moves an item up the list The Move with down arrow button moves an item down the list All prompts and settings including calculations and routing information will move with the item Inserting Items An item may be inserted between two items in the Select Item box Select the item number that you want the new item to have Click the Insert button and type the name of the new item Click OK and the new item will appear The item that was previously selected will appear below the new item 14 SmartQ 5 1 Manual Editing Survey Items Deleting Items If you want to delete an item simply select the item in the Select Item box and click the Delete button A Delete Item window will require that you confirm deletion Once an item is deleted it is completely erased from the system and cannot be restored SmartQ 5 1 Manual 15 Chapter 2 Survey Design Creating New Surveys and Items 16 SmartQ 5 1 Manual Chapter 3 Survey Design Construct a Query Overview Construct Item is the final step in designing your survey It allows you to record prompts choose settings and route answers Three tabs appear under Construct Item 1 Recording 2 Responding 3 Routing This chapter will provide instructions for Query Digits the most commonly used
189. te range inclusive of both start and end will be exported to XML files NOTE When you export existing data XML filenames are calculated at the time of export This means that the current date or time will most likely be quite different from the time that the call was originally placed For this reason itis preferable to use CALLDATE or CALLTIME rather than YEAR MONTH HOUR etc in your filename formula 104 SmartQ 5 1 Manual Chapter 16 Standard Dialer Getting Started Launching the Standard Dialer Click the Dialer button on the left hand menu This will open the Standard Dialer and take you to the Dialer Job Schedule screen Dialer Job Schedule AD Status Name 2 Start Date Tine GA Advanoed NightOwi Dialer Sites Deline Jobs View Results How the Standard Dialer Works 1 You design a Dialer Job on your PC by selecting a set of phone numbers in a database and specifying dates times and quotas to call 2 At the specified date and time your PC begins calling your list of phone numbers 3 SmartQ your automated survey system will administer a survey you created or leave a message on an answering machine SmartQ 5 1 Manual 105 Chapter 16 Standard Dialer Getting Started If you have a license for the Advanced Dialer the Advanced Dialer button will be enabled See Chapter 22 for information about the Advanced Dialer If you have a license for NightOwl the NightOwl Si
190. ter 11 Advanced Topics Formula Builder speed quality service TIP How to build the formula e speed quality and service are under Response Exists e is a Math Operator 6 When you are finished using Advanced Formula Builder click Save 7 Click OK in the Formula Builder window to close it 8 Insert or create a new item called satisfaction_calc2 9 Select Select Item Type gt Calculate 10 On the B Responding tab click the Formula Builder button The Formula Builder window will appear 11 Click the Advanced button 12 Build the formula Sspeed quality service satisfaction calc TIP How to build the formula e Sspeed quality service and satisfaction calc are under Response Value e and are Math Operators 13 When you are finished using Advanced Formula Builder click Save 14 Click OK in the Formula Builder window to close it Call Inform ation Call Information Call Information includes statistics on the call such as the port the call came in on the time and date of the call or the amount of time spent on a survey The pull down menu shows the friendly version of what will appear in the actual formula Port Phone line Date of Call Time of Call Lead Survey Name Lead Survey Duration Response Survey Name Response Survey Duration DID DNIS digits v Friendly Name listed in pull down menu Ite
191. terisk will appear next to the survey s name to help you keep track of which survey is set as the lead survey Step 2 Select System Voice Use the Select System Voice pull down menu The default setting is American English spoken in a female voice but you may select an alternative system voice The system voice includes built in numbers dates and confirmation prompts Step 3 Select Item Once you have set up a database and named your survey you are ready to begin creating and naming items An item corresponds to one data value stored in one Access database field Each survey can have up to 99 items There are several types of items one of which you will select in the next step 12 SmartQ 5 1 Manual The Five Basic Steps of Survey Designing Step 4 Select Item Type When you Select Item Type you choose the mode of data collection collect digits do a calculation or retrieve a history There are several options under the Select Item Type pull down menu You must select an item type for each item before continuing to design your survey If you wish to pose a question to the caller and collect their numeric response select Query Digits this is the default Query Digits and Query Alphanumeric allow you to record all parts of a question such as an introduction an inform prompt a question and instructions on which responses are valid These categories introduction inform prompt question and instructions c
192. tes button will be enabled 106 SmartO 5 1 Manual Chapter 17 The Standard Dialer Creating a Job Overview This chapter will help you to set up a dialer job in the Standard Dialer For each job the Standard Dialer dials a set of phone numbers When a live person answers the designated SmartQ survey will begin The survey logic will continue as you have set it up in SmartQ See the survey design chapters for instructions on setting up your survey The Five Basic Steps of Job Designing Click on the Define Jobs button The Dialer Jobs screen will appear Here you will see the five basic steps of designing a job 1 2 Select Job Create delete or modify a dialer job Select Phone Number Database Choose the database table and fields where your phone numbers and results are stored Set Dialing Specifications Specify how to dial out which survey to give and what to do in case of a busy signal no answer or an answering machine Set Job Schedule Choose the times and days of the week that your job will run Set Job Quotas Specify whether the Standard Dialer should dial all of the numbers in your database or only numbers that meet certain requirements SmartQ 5 1 Manual 107 Chapter 17 The Standard Dialer Creating a Job Down Caaane Hawt i haien 1 Kemeny ome Ji mestos nemt beween pS y al ape Jape g Da at be mate ika Jeps g Snap tan petat a ha Vite p w mr fim J fpa eRe JRS 3 urfa
193. th your car Press 1 for yes Press 2 for no Sample Script 1 yes 2 no Please enter the number of times you have had the car serviced or repaired since you purchased it 1 10 11 99 ona Has your car been in any accidents since you purchased it Press 1 for yes Press 2 for no 1 yes 2 no You can also design your survey using a template where you can add specific item names item types the data you might collect and routing destinations Let s look over an example TABLE 1 Sample Survey Jack s Car Customer Satisfaction Survey Item Item Name Item Type Prompt Script Data Routing 1 happy Query Digits Intro Welcome to Jack s Cars Sat isfaction Survey Thank you for your recent purchase Question Are you happy with your 1 2 Route 1 to End car Route 2 to Item 2 Press 1 for yes Press 2 for no 2 repair Query Digits Question Please enter the number of 1 99 Route 1 10 to Good times you have had the car bye serviced or repaired since you Route 11 99 to Item purchased it 3 3 accident Query Digits Question Has your car been in any 1 2 Route all answers to accidents since you pur End chased it Press 1 for yes Press 2 for no 36 SmartO 5 1 Manual Creating the Survey Set Up the Survey Open Survey Design Window in SmartQ 1 Open SmartQ Click OK for any greeting messages t
194. the Formula Builder button in the lower right just under Skip Item if formula result is 1 2 Build your formula so that SmartQ returns a numeric value see Chapter 11 SmartQ will only skip the item if the value is 1 or 1 3 Ifthe formula returns anything other than 1 or 1 SmartQ will ask the question to the caller Otherwise the caller will not know that an item was skipped You can provide a default value for items which are skipped on the Advanced Survey Settings window see Chapter 23 Example 20 SmartO 5 1 Manual B Responding Sometimes you might want to ask callers follow up questions based on questions they previously answered Suppose you design a survey for a grocery store and you want to ask the callers only targeted questions i e if they did not shop in the deli you do not want to ask them questions about the deli One of your first questions might be Do you regularly shop at any other grocery stores Later in the survey you ask Did you visit our new bakery Finally you want to ask Compared with other grocery stores did you like our bakery better But you wouldn t want to ask a caller to compare bakeries if they already indicated that they do not shop at other grocery stores B Responding The appearance of the Responding section will depend upon your choice for 4 Select Item Type on the Survey Design screen The following sections describe the settings when your
195. the time a call should be made the ID of the person and a CallStatus field The person should be called when the date and time in the CallDateTime field has been reached and tried a second time 10 minutes later if they didn t answer the first time SELECT Calls People PhoneNumber FROM People Calls WHERE People PersonID Calls PersonID AND CallDateTime lt Now AND CallStatus 0 OR DateAdd n 10 CallDateTime lt Now AND CallStatus 1 ORDER BY CallDateTime Update Queries Your GetCalls query returned a uniquely identifying field named CallID and another field containing the status named CallStatus This query will simply update the correct record in the Calls table with the calculated final status UPDATE Calls SET CallStatus STATUS FINAL WHERE CallID CallID This next example saves the date and time when the database update was done and identifies itself as the TeleSage product SmartQ It also uses three fields which together uniquely identify the record UPDATE Calls SET status STATUS FINAL last_mod_dttm Now last _mod_user nm TeleSage WHERE asst_request id asst_ request _id AND vndr_id vndr_id AND purch order id purch order id 126 SmartQ 5 1 Manual Example Queries CleanUp Query If a call was supposed to have been made CallStatus equal to 0 or 1 but
196. ther than Let me select file name you can use the Formula Builder so that the name of the file will be generated dynamically You can also use the Calculate file name by formula feature to filter the data that is exported or distribute the data into separate files based on the contents For example you may want to e Export only calls that are completed surveys e Create a separate file for each month e Export only calls that surpassed a certain threshold score When SmartQ does an export for each record it will evaluate a formula based on the content of that record You define that formula so that it evaluates to the appropriate target filename The export formula is stored with your other settings in an export exp file saved with the Use Saved Export Format controls so you can reuse it later Example You wish to divide the data into different files by month C Data Grocery amp S CALLDATE FORMAT YYYY MM amp txt will divide your data into as many files as months that you have data You will end up with a folder with a name like C Data 2008 02 txt 2008 01 txt 2007 12 txt 2007 11 txt SmartQ 5 1 Manual 53 Chapter 8 Data Management Example You wish to filter the data so that only complete surveys are recorded one file per day A survey is considered complete if item 59 has a response IF Item59 THEN C Completes amp YEAR amp MONTH amp DATE amp txt ENDIF I
197. tion cycles 3 VALIDATE RESPONSE Reject Invalid Response v Valid Choices 1 2 3 Translate Response V Words to Recognize 22 SmartQ 5 1 Manual B Responding If you enter a number larger than 1 into Maximum Number of Digits the Responding tab will change as you see to the right A Recording B Responding C Routing If you press the List button to the right of Valid Choices a window VALID RESPONSE LENGTH will appear which allows you to specify which of several methods to Minimum Number of Digits 1 use to validate responses Maximum Number of Digits 3 e Validation from a List of Choices QUESTION TIMING e Validation from a Database Allow response during question Iv Ti ut df e Validation of a Date ressone tencondst B e Validation of part of a number Validate by Segment De Ol question seconds Maximum number of tries question cycles B VALIDATE RESPONSE Reject Invalid Response v Valid Choices List Translate Response v List of Valid Choices Much like the single digit validation the List of Valid Choices allows you to type in acceptable individual responses or ranges of responses To bring up the ENTE RESPONSE r A Reject Invalid Response V Validation window Valid Choices ER 1 Enter a number greater than 1 in the Maximum Number of Digits text box 2 Click on the List button next to Valid Choices At this point you can begin entering into the List of Valid Choic
198. tly into your Phone database Using the Standard Dialer you can import data from a text file to a table in your database From the Dialer Jobs screen or the Set Job Quotas screen click the Import Export button This will open the Database Import Export dialog 1 Enter the name of your import file either by typing the pathname into the Text File field or by browsing to it using the Browse button on the inixi Text File C Database phone numbers txt EBiowse Database C Program Files T elesage rentlist mdb X Browse X right Table Rentals 2 Select the destination database either by selecting Backup Cycles 1 Export Cancel it from the Database pull down menu or browsing to it using the Browse button on the right 3 Select the destination table from the Table pull down menu 4 Backup cycles refers to the number of copies of the current database you want to create Select a number from the Backup Cycles pull down menu Set this to 0 if you don t need to view the data again SmartO 5 1 Manual 117 Chapter 20 The Standard Dialer Data Management 5 Click the Import button to import the data from the text file into your destination table and database This will not append the data it renames the existing database to a backup name and then creates a new database with only the records imported from the text file Resetting Results You may want to edit your Phone database to clear the Results Field fo
199. together two values you should choose the two values from the first and last pull down menus and then choose and from the middle menu If you have a continuous range of menu items you d like to sum such as responses 4 through 7 you can select the first and last items from the menu and then choose through from the middle menu SmartQ 5 1 Manual 67 Chapter 11 Advanced Topics Formula Builder Formula Builder Build your own formula clean checkout Single item Sum of responses 2 clean 5 checkout C Count of responses Advanced Cancel Example You want to sum two items named clean and checkout Insert or create a new item called positives Select Select Item Type gt Calculate On the B Responding tab press the Formula Builder button The Formula Builder window will appear Check Sum of responses Choose clean from the first pull down menu Choose and from the second pull down menu Choose checkout from the third pull down menu Click OK Click on the C Routing tab to route the responses to the correct places poe onNnonPpr Y BD Count of Responses The Count of Responses option on the Formula Builder window works similarly to the Sum of Responses option except that it counts the number of items that were answered rather than adding together their numerical values Advanced Formula Builder The Advanced Formula Builder allows you to make s
200. troduce you to survey design with a very simple survey If you create a survey more complex than this example you should keep the lead and response organization in mind Scenario You own a used car dealership and your primary expense is repairing cars before you sell them You are interested to see whether people who purchased used cars from your dealership during the past year are happy with their cars and whether those who are unhappy have had maintenance difficulties with their cars You also need to screen out maintenance problems that are due to accidents that may have occurred after purchase Creating the Survey The first step is to sketch out the questions you would like to ask break these up into the introductions and questions and so on Here s a very simple example 1 Introduce Welcome to Jack s Cars Satisfaction Survey Thank you for your recent purchase Question Are you happy with your car Press for yes Press 2 for no 2 Question Please enter the number of times you have had the car serviced or repaired since you purchased it 3 Question Has your car been in any accidents since you purchased it Press 1 for yes Press 2 for no Another design technique is to draw a flow chart of the survey SmartO 5 1 Manual 35 Chapter 5 Survey Design Basic Tutorial Intro Welcome to Jack s Cars Satisfaction Survey Thank you for your recent purchase Question Are you happy wi
201. ts are acceptable for comma delimited or tab delimited files For fixed width non delimited files you would need to change the defaults to match your desired format ODBC The auto export to ODBC function uses a connection string to connect to your database Click Get Connection String The Microsoft Windows Select Data Source dialog appears For SmartQ TeleSage recommends this procedure 1 Choose the Machine Data Source tab 2 Click New 3 Choose the System Data Source option and click Next 4 In the next dialog box choose the appropriate driver For Microsoft Access 1 Choose Microsoft Access Driver mdb 2 Click Next 3 Click Finish Now you will see the ODBC Microsoft Access Setup screen 4 Enter a short identifier for the Data Source Name for example Project ABC Responses 102 SmartO 5 1 Manual Auto Export of Responses Advanced 5 Enter an explanation into the Description field such as ABC Phase 1 started January 2006 This description will be visible if you select Administrative Tools gt Data Source in Windows Control Panel but it is not visible in SmartQ Select Database gt Select and browse to your Microsoft Access database file Leave system database with None selected Click OK on the next two screens opne The second OK is on the Select Data Source screen where you will see your new connection displayed and selected After this step is complete t
202. tside of the C Program Files Telesage directory on computer A to a corresponding location on computer B 27 DSNs advanced If you have any custom calculations that make queries to external databases via a DSN set up and test these DSNs on computer B Step 5 Modify ivr ini 28 On computer B open c program files telesage ivr ini with Notepad by selecting Start gt Programs gt Accessories gt Notepad 146 SmartO 5 1 Manual Step 5 Modify ivr ini 29 30 35 In the ivr ini file modify or add key 2 6 xXXXXXXXXXXXX Where XXXXXXXXXXXXX is your 13 digit product ID Modify or add if necessary 27 XXXXXX where XXXXXX is your 6 character KeyCode 31 32 33 34 Save ivr ini Run the SmartQ update that you downloaded in step 2 Update exe Start TeleSage SmartQ on computer B Verify that the lines come up as Ready For Call Observe call activity on the lines and call into the system to test Tips If you want SmartQ to start automatically when your PC starts up add a shortcut to c Program Files TeleSage Start IVR _Send exe to your Startup folder If you had GoToMyPC or ppeANY WHERE programs on computer A install or transfer them to computer B For further help consult the Technical Support section of the TeleSage website www telesage com SmartQ 5 1 Manual 147 Transferring SmartQ to Another Computer 148 SmartQ 5 1 Manual Appendix D T 1 Boards The use o
203. tures 1 System Requirements 2 Voice Board and Drivers 2 Software 2 Installing Your Dialogic Voice Board 2 Quick Tip 2 Hardware 2 Software 2 Dialogic Configuration Manager 3 Installing SmartQ 3 Launching SmartQ 4 SmartQ Welcome Screen 4 How SmartQ Works 22s eee eee 4 Phone Line Setup 2 22 55 5 1 Port Settlings 6 2 Telephone Hardware 6 3 Signaling 6 4 Outbound Call Progress 7 5 T 1 Outbound Call Setup 7 Caller ID ANI 8 Information from Caller ID ANI 8 Hard Disk Space Check 9 Chapter 2 Survey Design Creating New Surveys and Items 10 Overview 2 2 2 ee ee ee eee ee eee 10 The Five Basic Steps of Survey Designing 11 Step 1 Select Survey 12 Step 2 Select System Voice 12 Step 3 Select Item 12 Step 4 Select Item Type 13 Step 5 Construct Item 14 Creating Survey Items
204. uilder 65 G Get ANI DNIS after pickup setting 6 Goodbye Prompt 59 Group Fixed 57 Random 57 Rotating 57 H Hang Up setting 6 Help xii Hookflash 6 Importing recordings 20 Include field names as the first line of output checkbox 53 Incomplete surveys 13 Inform 59 Initialize setting 6 Item Maximum duration 130 K Key text 28 L Lead survey checkbox 94 Multiple 93 Lead surveys 10 Line Type setting 6 Live Person Max Hello Length setting 7 Locked checkbox 32 Log files 46 Logging is enabled for this survey setting 129 Max Nonsilence to Ignore setting 7 Max Time Between Rings setting T Maximum duration of call 130 Maximum duration of item 130 153 Maximum duration of survey 130 Maximum number of tries setting 22 Minimum open end message length 129 Multiple lead surveys 93 N NightOwl 1 46 106 Number of Digits settings 21 Number of DNIS Digits setting 6 Number of Lines setting 6 O ODBC output 102 Offhook Delay setting 6 Open end item 29 Open end responses 88 Outbound Call Progress settings 7 P Password 91 Pause Survey setting 28 Phone Lines Provide Hangup setting 6 Pick Up setting 6 Play end of call checkbox 129 Poll Interval setting 124 Polling 124 Power Editor 99 Preview field 98 Previous Survey button 31 Professional configuration 1 Prompt types 17 Q Quotas Dialer Job 109 R Record System Voice screen 61 Recording 19 Reject Invalid Response checkb
205. ull down menu to select id Use the pull down menu to select and select Current Call Data On the C Routing tab route 0 to Next Item Route to Next Item Click on the Apply Now button The next step is to set up a calculation to tell SmartQ what to do if a score is found or not found O oNnNnen PF YD Insert or create the next item Name it change_score 84 SmartQ 5 1 Manual Advanced Examples 10 Select Select Item Type gt Calculate 11 On the B Responding tab click the Formula Builder button The Formula Builder window will appear 12 Click the Advanced button 13 Using Advanced Formula Builder build the formula IF F Sscore THEN 0 ELSE 1 ENDIF TIP How to build the formula e IF THEN ELSE and ENDIF are Logic Operators e F is a Prefix Operator e Sscore is under Response Value e 0 and 1 are entered with the Text or Number box is entered with the Text or Number box by simply pressing the gt button e is a Logic Operator 14 When you are finished using Advanced Formula Builder click Save 5 Click OK in the Formula Builder window to close it 6 On the C Routing tab route 0 to Goodbye Route 1 to Next Item The final step is to calculate the change in score m TIP F is the signal for SmartQ to look for the value of the query in the first survey rather than use the value from the current survey P is the s
206. urvey for us as a date or score was Question The question to which the caller should Were you satisfied with the services you respond received Repeat Instructions Instructions to repeat If yes press 1 If no press 2 1 for an invalid answer 2 when the time allowed for a response has expired You should enter the text for your prompts into the Script textbox The Script textbox is provided for your convenience SmartQ does not interpret or act upon the text e Prompt types are listed in the order in which they are played to the caller The arrows between prompts also indicate this sequence Only those prompts that have been recorded will be played e Descriptions of each prompt type are given to remind you of their functions e Click on the radio button to the left of each prompt to switch to it and work on it e SmartQ will check the Script checkbox to the right of each prompt once text has been typed into the box SmartQ will check the File checkbox after a prompt has been recorded Introduce If you have an introduction that explains the item type the text in the script box on the right side of the screen and record the prompt using the instructions on recording prompts later in this chapter The introduction is played only once to the caller Inform The Inform prompts can be used to create information for the caller programmatically See section about the Formula Builder in this manual The Inform pr
207. use an area code simply separate with a comma Dialing Specifications Dialing Prefix fs Time allowed for answer 45 seconds IV Retry busy numbers 3 v times example 9 206 Vv Hoty unarswerad 3 v times 8 Inthe Time Allowed for Answer box enter the number of seconds you t goanv would like the Standard Dialer to try each number If no busy signal EE EERE T answering machine or live person is obtained the Standard Dialer will continue to ring for the number of seconds you enter here 9 You may want the Standard Dialer to redial phone numbers that initially 20 Customer Satisfacti return busy or unanswered results Check the box next to Retry busy A Space numbers and or Retry unanswered numbers and then use the pull down 2 umer D menu to select the number of times you would like the Standard Dialer to redial the phone numbers 10 Select the survey you want SmartQ to administer when a person answers the phone Use the pull down menu under If person answers do survey to select your survey If you do not select a survey here SmartQ will administer its current lead survey 11 You may want SmartQ to use a different survey if an answering machine is detected Use the pull down menu under If answering machine detected play survey to select the survey you would like to playback when a machine answers the phone If you do not select a survey here the Standard Dialer will hang up when a machine
208. vey 3 Select Record lafi of 1 NC 4 Use the Select Record arrows to scroll through the data records Data will TIP lf you want to sort data by a particular field click on the field name you want to sort by and all records will sort in ascending order alphabetically or numerically 50 SmartQ 5 1 Manual Viewing Data Viewing Multiple Records If Microsoft Access is installed you can launch it from within SmartQ to sort through and view multiple records at once 1 Make sure you are viewing the Data screen if not click the Data button 2 Select Data gt Launch Microsoft Access This will open the table you were viewing on the Data screen Data Preferences Make sure you are viewing the Data screen if not click the Data button Under the Preferences pull down menu you can choose from the following options Allow Editing of Data Allow editing of data is unchecked by default to avoid altering any data in the database Use caution in turning this preference on as once data is entered in a field it is permanently changed in the database Confirm Deletions The Confirm Deletions option is checked by default A dialog box will pop up when you delete something to safeguard your data against accidental deletion Display Surveys Alphabetically Surveys display numerically by default Check this preference to display surveys alphabetically instead Show Tooltips When enabled SmartQ will show you addit
209. w see Chapter 23 Any touchtone will end the recording as will 5 seconds of silence You may want to record this information as part of the prompt the caller will hear so they know the length of message you expect and so they C Routing Routing Screens Routing tells SmartQ how to proceed when valid digits are entered If you have Minimum and Maximum Number of Digits set to 1 the default 5 Construct Item checkout A Recording B Responding C Routing you only expect answers of 0 9 or Those options will automatically Rags Page Sig appear on the Routing tab Follow the directions below to learn how to eee aaa r route the pre filled answers e a If you entered a number larger than 1 for the Maximum Number of Digits on the Responding tab you will need to fill in the range of answers in the Min and Max columns on the Routing tab These are the actual minimum and maximum values not the number of digits they contain Jaa After you have filled in these ranges follow the directions below to learn maa E o how to route according to the ranges you ve supplied rina D Copy Settings Test Now Apply Now SmartQ 5 1 Manual 29 Chapter 3 Survey Design Construct a Query 5 Construct Item checkout A Recording B Responding C Routing RESPONSE RANGES ROUTE TO Next Item Phone Survey Nem f H Specific Destination End Min Max NOTE I
210. want to confirm a caller s entry with a customized response With Confirm Input if the caller enters 123 they hear the _ duration xey sou_f system voice say You entered 123 If this is correct press 1 If this is IE incorrect press 2 SmartQ allows you to change the confirmation message depending on user input Instead of saying 123 you could customize SmartQ to say You entered The Rose Hill Location If this is correct press 1 To R configure the meaning of a survey item s prompts 1 Click on the Meanings button below Confirm Meaning Item type must be Query numeric or Query alphanumeric 2 SmartQ will ask if you want to connect for recording If you do not plan on recording at this time click No You can record later at any time Copy another 3 In the new window click Add Prompt 4 Enter the input that will cue the customized response In the above example that would be 123 This is known as key text 5 Type your message in the Script field and record at your convenience NOTE The System Voice will still preface your recording with You entered At this point try calling your survey to see how it sounds and adjust as necessary You can also import other scripts inthe vox file format by clicking on File in the top right of the window Once you record your new scripts you can also export them for use with any program th
211. would not enter by mistake Fill in this number and route it to the open end response survey that you just created 4 Check to ensure that the following settings are correct e On the Recording tab make sure Allow response during question is checked On the Responding tab verify that your code is within the range of the minimum and maximum digits allowed If you have a list of Walid Choices make sure that the number you distribute is included in the list What the Caller Will Hear Once the access number is entered the open end responses will play The following options are also available during and immediately after playback of open end responses Option Key Save Open End Response as new Skip Save Open End Response as old Delete Open End Response Rewind 5 seconds Pause Fast forward 5 seconds Hear ID amp Time Date Exit Flag message for priority olola AJ WwW Nj gt TIP Skip will leave current message marked as unheard Advanced Adding Additional Criteria To add additional restrictions for the open end responses that are played back set them using the boxes under Retrieve Only Where on the Construct Item screen 90 SmartQ 5 1 Manual Advanced For example you have an item in one of the response surveys called feedback that asks Please leave a brief statement describing the quality of your experience at our office The ne
212. xt file and or imported to a separate program to create reports To view the Data Screen click the Data button which will always appear as part of the left hand column of buttons under the SmartQ logo Storing Data SmartQ Database Architecture SmartQ stores data directly into a Microsoft Access database For each lead and response survey on your system data is stored in the database table and fields that you configure when you design each survey in Survey Designer If a client terminates a call before finishing the lead survey data from that call is stored in the lead survey table If a client completes the lead survey and at least a portion of the response survey all of the call data is stored in the response survey table Each response survey can write its data to only one table However multiple surveys may write to the same table You may wish to have multiple surveys write data to the same table if for example you have the same survey given in multiple languages Every item in a survey is assigned its own unique field Automatic Call Statistics All data in your database is organized into fields Each field has a field name Each item name you created in Survey Designer will show up in your database as a field name Data collected as part of that item the answer to a query a calculation or a retrieval of information appears with the appropriate Field Name in the database SmartO 5 1 Manual 49 Chapter 8 Data Manag
213. xt item called callback asks Would you like a call back from our office Press 1 for yes Press 2 for no You want to assign someone to listen to all the open end responses for people who pressed so that they can be called back immediately and their concerns can be addressed 1 Ifyou do not yet have a survey created to allow retrieval of open end responses follow all the steps under Set Up a Survey to Retrieve Open End Responses above checking the box next to the item called feedback Select Retrieve Only Where gt callback Select in the second pull down box Enter 1 into the third pull down box Click the Apply Now button to save the settings eo a fF WY DN You can now continue with other advanced options or simply click on the Routing tab to route callers to the item named End Setting Up A Password to Retrieve Open End Responses For extra security you may want to distribute individual passwords along with the hidden access number 99 9 etc for retrieval of the open end responses 1 Add an item to your open end response survey Call it password 2 On the Recording tab record a prompt such as Enter your password now followed by the pound sign 3 On the Responding tab enter the Minimum and Maximum Number of Digits remembering to include an extra digit for the pound sign 4 Check Reject Invalid Response and list all the passwords distributed as Valid Choices 5 Route
214. y 06 Time 11 00AM the ports are available but do not C 4 Start February 06 interrupt any job Start At Begin the job at the specified date and time interrupting all active jobs You will need to select a date and time from the pull OK Cancel down menus e Start At or After Begin the job at the specified date and time and as soon as the ports are available but do not interrupt any job You will need to select a date and time from the pull down menus urrent job to finish Time fays total 4 Select the port s the Standard Dialer will use for your job 5 When you are finished click OK SmartO 5 1 Manual 113 Chapter 18 The Standard Dialer Scheduling Removing a Job 1 On the Dialer Job Schedule screen select the job you wish to remove by clicking on its ID number 2 Click Remove This will not delete the job it will remove the job from the schedule Stopping or Pausing an Active Job 1 When a job is active the Stop Active Job button will become visible Clicking the red stop sign will stop the active dialer job sme 2 You may want to pause an active job You can pause jobs in SmartQ by clicking the Stop Calls button on the main left hand menu To restart the job click the Start Calls button Stop Active Job Restarting a Job Dialer jobs that get interrupted will automatically re queue themselves You may wish to restart a cancelled or interrupte
215. y defines the result to return to your database All of these settings are saved as a job and you can have as many jobs as you wish on your system Potential uses include e Triggering calls according to a condition in a database such as a service coming due e Allowing callers to specify when they would like to receive the next call e Defining individual call retry patterns such as calling in the afternoon if there is no answer in the morning e Making a batch of calls during a specific time window but adjusting for individual time zones To access the Advanced Dialer click the button on the bottom of the Dialer screen SmartQ 5 1 Manual 121 Chapter 22 Advanced Dialer Advanced Dialer t r E oo o oo oie soea co Meghtwt Nodhcations Test Wed 2 33 Gp Stopped Poling Wad 2 37 57p Beganing queries no jobs mo active Wed 237 57p Staited Poling Piscent actraty of the Advanced Disker queueing calls and updating the database See Current Actyty screen for activity on the phone b Start poling when program starts F7 Pol Interval seconds NO Seconds until next AN ca Steet Dialing Peeti Default Survey foe Advanced Dinter Smart Lead bl Omaboces Q Job Delintions Survey Norut itana HighOw Stes Log activity to Me View Dialost Queue View Disain Log How It Works The Advanced Dialer continually polls a database for calls to be made In addition to the
216. you enter text into your formula using the Text or Number box If you enter a number quotes are not necessary so they are not automatically added Entering Times and Dates In Formula Builder time should take the form HOUR amp amp MINUTE In Formula Builder dates should take the form MONTH amp amp DATE amp amp YEAR Formula Tester iolxi The Advanced Formula Builder dialog has a Test button to ensure Saan Uea your formulas are working the way you expect them to work 1 When you are using Advanced Formula Builder click the Test button 2 Ifthere are any syntax errors SmartQ will bring them to your attention 3 The Formula Tester window will appear The Variables appear in the left hand column Result 123456 4 Click in the right hand column labeled Test Value to fill in a test aE value for each variable The variables are the parts of your formula the caller provides as he or she answers questions so enter in test values that the caller might enter SmartQ 5 1 Manual 77 Chapter 11 Advanced Topics Formula Builder 5 Click Test The result will appear in the Result box If the result is not what you expected check your formula for errors and test it until it works properly Click the OK button to return to the Advanced Formula Builder window Quick Reference Guide to Symbols in Formula Builder Symbol Category U

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