OmegaDial Users Guide - Asteria Solutions Group
Contents
1. unavailability of resources may be outbound camer limitations ortarget audience camer limitations Further analysis is required to determine the reason for congestion DIALING Dials currently being made HUMAN Live answers detected in the campaign MACHINE Answering machines or voice mail detected in the campaign NOANSWER Dia ls unsuccessful because the target dial did not answer the phone NORMAL Dependent on the type of campaign 1 6 If AMD isnot tumed on then means the number of successful dials 1 7 IfAMD istumed on meansthe number of dials that neither human ormachine could be determined REMAINING Number of dialsthat have not yet been called SIT IC Special Information Tone Operator intercept SIT_NC Special Information Tone No circuit found SIT_RO Special Information Tone Reorder system busy SIT_UNKNO WN Special Information Tone Unknown SIT_VC Special Information Tone Vacant circuit non registered number 2 10 Creating New Contact Pools from Report Results Beside each Dialstatus listed except All Calls isa check box New Contact Poolscan be created from any Dialstatus on the report In the Campaign report select the check box that cornesponds with the Dialstatus in which a Contact Pool should be created Select the Build Pool button and a field called Pool Name appears Give the poola meaningful name to easily identify it and select the Go button The pool is added to the list of all Contact Pools le le Verla2. and 6 00 p m the other rule would define the duration of May 1 through May 31 dialing on Saturdays and Sundays between 10 00 a m and 4 00 p m With the advent of local number portability and cellular phones area codesno longer necessarily indicate location Therefore the dialer does not make assumptions about time zones based on area codes If it isdesirable to dial multiple time zones it isrecommended that multiple campaigns be created Forexample in the continental United States there are four time zones Therefore to maximize the ABC dialing campaign one could create a campaign forthe Eastem time zone Central time zone Mountain time zone and Pacific time zone Each campaign will be defined to have the same functionality except the scheduling rules will be associated with the time in the target time zone Contact Poolsare then created that contain numbers known to be in the target time zones and associate the comect Contact Pools to the desired campaign Note The dialer has one time clock associated with the main server where OmegaDial is installed When defining rules for campaigns the time specified isin the time zone of the main dialerso users will need to apply any offsets when targeting different time zones Go to Section Il Creating Rules for Scheduling Campaigns fora detailed explanation Activation Campaignsare either active orinactive When a campaign is inactive no dialing will occur When initially defining a campaign
3. Ast ok OmegaDial User s Manual 18 2 11 Archiving Campaigns Overtime usage of OmegaDial willaccumulate completed campaigns Each campaign tracks the results of every dial attempt Removing completed campaigns improves the ease of use of the interface in addition to improving the performance of the underlying database Campaigns may be deleted at any time However frequently it is desirable to keep completed campaigns for future analysis and billing purposes In thiscase Campaigns may be archived and restored at a laterdate Archiving will remove and compact all data associated with a campaign from the database To archive a campaign From the Campaign Display page expand the target campaign Select the Archive Campaign command You willbe prompted to confirm the action To restore a campaign From the Campaign Display page select the Show Archivescommand A list all archived campaigns will be displayed Identify the campaign to be restored and select the download Archive command To delete an archived campaign Identify the archived campaign to delete from the archived campaign list Select the Delete Archive command You willbe prompted to confirm the delete action le le Verla Ast ok OmegaDial User s Manual 19 3 Dialer Quick Reference Guide CREATING A DIAL CAMPAIGN QUICK REFERENCE STEPS 18 Upload sounds in IVRs Choose the file to be uploaded tab Select the Upload button Note The file will be converted t
4. Inactive Campaign Active 12 The date the campaign wascreated True or False whether the campaign is activated The number of schedule rulesthat currently apply to the campaign or Not Scheduled The number of simultaneous dials assigned to the campaign The last known status of the dialer Responsesinclude Outofnumbers OmegaDial hasdialed all numbers assigned to the campaign Notscheduled The curent time isnot included in any rules associated with the campaign More information may be displayed by expanding one many orallcampaigns In expanded mode the display will show the current call disposition statistic s Dia Ista tus of the campaign Human Machine Nomal Congestion Busy No Answer Channel Unavailable Solutions Group The number of live answers detected in the campaign The number of answering machinesor voice mail detected in the campaign Dependent on the type of campaign If AMD isnottumed on then means the number of successful dials lf AMD istumed on meansthe number of dials that neither human or machine could be determined The number of dials that were not made due to unavailability of resources The unavailability of resources may be outbound camer limitations ortarget audience camer limitations Further analysis is required to determine the reason for congestion The number of dials unsuccessful because the target dial wasin use The number of dials unsuccessful because the target di
5. a name isentered the IVR builder will display a list of all states associated with the IVR Each IVR haSa Start state and Hangup state by default Additional states may be created and linked together to instruct the dialerto perform the desired actions To create a new state select the Add State button The Create State page will be displayed Entera unique name forthe State within the IVR Then specify the action to perform within the state and what should be done afterthe action iscompleted The available actions and their function are Play Sound Playsa sound file AGI Command Performsan AGI command which isan Asterisk scripting capability Hangup Disconnects the call Forward Redirects the call to a number outside the Asterisk PBX Set Context Assignsa URL to the call that will be used in conjunction with Asteria s Agent Client software to perform screen pops Send to Queue Redirects the callto an Asterisk queue Capture Digits Captures the DMF tones entered by the listener Send to User Redirects the callto a userdefined in the Asterisk PBX Send to IVR Redirectsthe callto a differentIVR Send to Extension Redirects the callto a specific extension in the Asterisk PBX Set Monitor Cunently not implemented Add to DNC Currently not implemented The choices presented afteran action are function dependent Asteria PER OmegaDial User s Manual 11 Play Sound Selecting Play Sound will allow the userto select from a list of stock sound
6. channels assigned and it is desirable to increase the number of simultaneous calls the assignment of additional capacity will cause the dialerto begin using additional capacity immediately If it is desirable to decrease the number of simultaneous calls the assignment of less capacity will cause the dialerto decrease the number of trunks in use ascalls are completed Asteria Sec ace OmegaDial User s Manual 16 2 7 Creating Rules for Scheduling Campaigns When a campaign is active dialing will occuron the specific days of the week and times during the day specified in the rules associated with that campaign A campaign may have one or multiple dialing rules To create a rule fora campaign identify the campaign on the View Campaignslist expand the campaign and select the Schedule button All rules associated with the selected campaign will be displayed Rules may be Added Edited or Deleted by selecting the appropriate command at the end of the rules display To add a tule select the Add command Underthe Date display select the duration that the new rule should be active using the Start and Stop calendar select lists Under the Time display select the time of day the new rule should be active using the Start and Stop clock select lists Then identify the days of the week during the duration that the rule should be active by selecting the appropriate check boxes When complete Save the rule Rules may overlap in time An active campaig
7. has been reached instead of a human and allows usersto instruct the dialerto perform different actions based on the answering results There are seven distinct stepsto set up and mange dialing efforts Upload sound files to be used with an automated dialing effort Create a request to dial called a campaign Allocate telephony circuits ortrunksto a campaign Create lists of numbers to be dialed and associate one or more liststo a campaign Define the timeframes for when a campaign should be dialing Activate the campaign Review the results of the campaign Lists of numbers may be created independent of campaigns and assigned once campaigns have been created Thisdocument provides step by step instructions how to perform these tasks OmegaDial Users Manual 3 Solutions Group 1 2 OmegaDial Interface OmegaDialhasa web based interface to allow usersto set up and manage campaigns The dialer interface is integrated into the ASG configuratortool presenting a common interface for usersto upload sound filesand define IVR actions Forusersthat are using the dialer in association with agents in Asterisk queues the same interface may be used to set up extensions devices users agents supervisors and call queues as well as review call detail records and recorded calls The dialerhas been designed to be scalable If you are dialing over 250 simultaneous numbers the solution will involve multiple computers Omega Dial will be installed o
8. IVRs An Interactive Voice Response IVR isan application that takesspecific action based on the tones detected from a phone set Selecting the IVR tab will display a list of IVRs currently defined in the system An IVR is made up of one or more actions linked together based on input from the dialed party The IVR builder providesa point and click method to program IVRs A simple example will be used to introduce navigating the IVR builder Assume it isdesirable to have a dialing campaign that dialsa number playsa message explaining a product and prompts the listener to press 1 if they would like more information about the product which then prompts the userto press 1 to speak to an operator orto press 2 if they would like to speak to an operatorto processan order forthe product The IVR needsto 1 play the introductory message and prompt the userto presslor2 2 if lispressed play the more detailed message and prompt the userto press1 foran operator 3 if 2ispressed transferthe callto a call center of operators to process the call 4 atthe conclusion of transfering the call to an operator hang up the call Each of the stepsin a phone tree consists of performing an action and then doing something afterthe action Each collection of Action Then commands is called a state An IVRisa collection of states linked together to make up a complete IVR To create an IVR select the Add button You willbe prompted to entera name forthe new IVR Once
9. Numbersto be dialed are uploaded into the system from Comma Separated Value CSV format files CSV format number lists are generally purchased orcreated using a spreadsheet tool such asExcel A list of numbersto be dialed iscalled a Contact Pool There may be asmany Contact Pools uploaded to the system as desired Individual campaigns may have one or more Contact Pools assigned to define the numbers to dial Contact Pools actually have a hierarchical structure A poolismade up ofa list of contacts Each contact may have one or multiple numbers associated with it When uploading numbers there are two typesof Contact Poolsavailable Simple and Multiple Simple isdefined ashaving one number associated with each contact Multiple isdefined as having more than one number associated with each contact The type of Contact Pool dictates the behavior of the dialer Campaigns using simple number Contact Pools will dial the number associated with the contact and then dial the next contact successful or unsuccessful Campaignsusing multiple number Contact Pools will dial the first number associated with a contact If that dial is unsuccessful the dialer will attempt the next number associated with that contact and continue attempting numbers associated with that contact until a successful dial is initiated orthere are no more numbers associated with the contact The dialer will then begin dialing the next contact Go to Section ll Creating and Assigning Con
10. OmegaDial Users Guide Asteria Solutions Group 1 General Information 1 1 Introduction 12 OmegaDial Interface 2 Step by Step Instructions 2 1 Campaign Display Page 2 2 Uploading Sound Files 2 3 Creating IVRs 2 4 Creating and Editing Campaigns 2 5 Creating and Assigning Contact Pools 2 6 Creating and Assigning Trunksto Campaigns 2 7 Creating Rules for Scheduling Campaigns 2 8 Activating and Deactivating Campaigns 2 9 Generating Reports forCampaigns 2 10 Creating New Contact Pools from Report Results 2 11 Archiving Campaigns 3 Dialer Quick Reference Guide Asterla OmegaDial User s Manual Solutions Group NPP RP RPP RPP PPE OOMAOOANNOUBPFOW COHW WwW 1 General Information 1 1 Introduction Asteria Solutions Group s Omega Dial isan automated dialing application that enables you to deliver messages conduct automated polling and perform prospecting fornew customers The software supports multiple dialing efforts running concunrently and provides viewing of current activity and analysis of campaign results OmegaDial has been architected to be scalable allowing the clustering of low cost servers to support the delivery of thousands of simultaneous calls The software supportsthe use of analog circuits digital TL and E1 circuits as well as Voice over IP VoIP forinterconnecting to the PSTN OmegaDial includes sophisticated Answering Machine Detection AMD algorithmsto detect if an answering machine or voice mail system
11. acts Show Numbers Delete Contact Edit Pool Edit Contacts Delete Pool A Aster Select the Add Poolcommand You willbe prompted to entera name forthe new pool It isbeneficial to provide meaningful names to easily identify a specific pool when assigning poolsto campaigns When complete select the create pool button 1 4 Once a poolhasbeen created you are presented commandsto add edit and delete contact information Allows manual input of a Contact Name and Account Number Oncea contact entry is created manually the user will be presented the options to add edit and delete numbers associated with this contact Allows editing of the selected Contact Name and Account Number Select the radio button to identify the contact to edit and enternew Contact Name and orAccount Number Allows contact information to be loaded from csv format files Selecting the Upload Contactscomman4d will allow the user to select eithera Simple format where there isone number percontact ora Multiple format where there are more than one number per contact defined in the csv file The usermay use the Browse button to select the appropnate csv file to upload from their desktop Displays the number s associated with the selected contact Once the number s are displayed numbers associated with the contact may be edited and deleted and additional numbers may be added to the contact Deletes the selected contact Ifthe Delete Contact command is
12. al did not answer the phone The number of dials unsuccessful because the dialer was unable to attempt the dial due to trunk constraints OmegaDial Users Manual 8 In expanded mode a drop down list becomes available to the userto manipulate the selected campaign The commandsavailable and theirfunction are Refresh Edit Campaign Duplicate Campaign Activate Deactivate Assign Pools Assign Trunks Reports Schedule Delete f Aster Refreshes the display of the curent campaign Dia lstatus statistics Allows changing variables associated with the campaign Providesan easy mechanism to create a new campaign without having to reenter IVR information Changes the status of the campaign to True Changes the status of the campaign to False Link to the Assign Pool page where contact pools may be assigned and un assigned from a campaign Link to the Assign Trunks page where trunk capacity can be assigned to a Campaign or adjusted If a campaign is active the number of trunks may be increased ordecreased in real time If increased the dialer will begin to use the newly assigned capacity immediately If decreased the dialer will complete in progresscalls before decreasing the number of trunks being used fora campaign Generates call disposition report forthe campaign Link to the rule builder page where rules defining when the campaign should be attempting dials may be created and deleted Deletes the campaign OmegaDial User s Ma
13. es OmegaDial User s Manual 12 After directing a callto a call queue the available action isto Hangup Capture Digits Selecting Capture Digits will allow the userto specify a vanable name where the key pressesofa listener will be stored Forexample if the dialer is being used ina polling application to rate a product the response to a question can be Captured into the specified variable After capturing the listener s response the available actions are to transferto another state orto Hangup Send to User Selecting Send to User will allow the callto be redirected to a specific Asterisk user from a list of previously defined userson the Asterisk PBX Users are defined using the Users tab in the ASG Configurator Users may have one or multiple extensions After directing the callto a user the available action isto Hangup Send to IVR Selecting Send to IVR will allow the userto redirect the call to another IVR from a list of previously defined IVRs In this fashion multiple IVRs may be linked together After directing the callto another IVR the available action isto go to another sate Send to Extension Selecting Send to Extension will allow the user to redirect the call to an extension from a list of previously defined extensions on the Asterisk PBX Extensions are defined using the Extensionstab in the ASG Configurator There are a number of different extension types that may be configured with Asterisk After directing the cal
14. for accounting purmoses in call detail records forexample The caller ID to be used when dialing thiscampaign The amount of time in secondsthat the dialer should try to diala number in this campaign before terminating Thisprovidesa maximum amount of time to allocate to an unanswered call The number of times the dialer should retry a contact in a Contact Pool that was unsuccessful because previous attempts had call dispositions of busy orno answer Determines whether the dialer detects and reports on Special Informational Tones SIT provided by varous camiers If true and a SITis detected the STisreported and the dial is not retried If false the call is treated as busy and the retry attempts apply Various SIT types are reported Enables messages to be played in their entirety when an answering machine is detected OmegaDial User s Manual 14 2 5 Creating and Assigning Contact Pools OmegaDial usesthe concept of poolsto determine the numbersto dial fora campaign Pools have a hierarchical structure A poolisa listof contacts Each contact hasa Name an Account Number and one or more numbers To create a pool select the show poolscommand from the OmegaDial main menu The list of pools will be displayed by name the number of Contacts in each pool and the campaign or Ccampaignsthat the pool is currently assigned Actionsavailable are Add Pool Edit Pool Edit Contacts and Delete Pool Add Pool Add Contact Edit Contact Upload Cont
15. it isrecommended to set the campaign to inactive After assigning Contact Pools trunks and dialing rules then activate the campaign to commence dialing It is recommended that a test pool of numbers be created allowing usersto verify the campaign has been corectly defined and the desired IVR actions have been defined corectly After validating the campaign with a few test numbers additional Contact Pools can be easily associated to the campaign Go to Section Il Activating and Deactivating Campaigns fora detailed explanation Reporting OmegabDial tracks all dial activity of campaigns and stores them in a relational database When a Campaign summary isexpanded a high level summary of the specific campaign activity is presented by call disposition If desired a report can be generated that provides more detail including the average total time and average answertime for each call disposition and the number of calls that traversed each option defined in the IVR associated with the campaign Report results may be exported to Comma Separated Value formatted files for further analysis In addition a report may be generated that displays the call detail record of every dial performed fora campaign Go to Section Il Generating Reports for Campaigns fora detailed explanation Asterta Solutions Group OmegaDial User s Manual 6 Building Contact Pools In addition to reporting the call disposition from a campaign new Contact Pools may be c
16. lto an extension the available action isto Hangup le le Verla Ast ok OmegaDial User s Manual 13 2 4 Creating and Editing Campaigns Selecting the Add Campaign or Edit Campaign button presentsa fom to create oredit information necessary to define a campaign The fields represent Campaign Name Email for Notification Active IVR 1 3 Prefix Postfix Caller ID Call Time Out Attempts Use SIT Detection Wait for Greeting A Asteria Enter edit the name to be associated with this campaign Enter the email path forinformational emails about campaign results True activates the campaign False deactivates the campaign Presents three options Existing Simple Simple with AMD if Existing Displays pick list of available IVRsto assign edit with this campaign if Simple Displays pick list of sound files to play if human answers answering machine or voice mail will be treated asa no answer if Simple with Displays pick list of sound filesto play if human answers AMD and another pick list of sound file filesto play if answering machine or voice mail is detected The number pattem to pre pend to each number in the Contact Pool s associated with thiscampaign Thismay represent the account code for VoIP providers digits necessary for an outside line from a PBX ora country code when dialing intemationally The number pattem to post pend to each number in the Contact Pool s associated with thiscampaign May be a number used
17. n the main server with a relational database Additional servers will be associated with the main serverto processdials as directed by the OmegaDial software This cluster configuration will be set up by Asteria Solutions To the user the cluster willbe seen asone dialing platform and all dialer efforts will be defined using a single interface Selecting the Dialer link on the configurator interface will display a list of allcampaigns current status and high level information about each campaign One ormore campaign listingscan be expanded to display current results of the campaign and provide a drop down list of actionsthat can be taken on the campaign Go to Section Il Campaign Display Page fora detailed explanation Sound Files A campaign will have one or more sound filesto play when a dialis successful OmegaDial providesa sound file upload utility and file management functionsto allow users to easily upload manage and assign sound files Users may define a hierarchical folder system and provide meaningful names to directores for organizing sound files on the server Sound files may be recorded in varous formats including wav mp3 etc OmegaDial will convert the sound files into the necessary format used with the dialing application Go to Section Il Uploading Sound Files fora detailed explanation IVR An Interactive Voice Response IVR isan application that takesspecific action based on the tonesdetected from a phone set These
18. n will dial numbers if any rule associated witha campaign indicates OmegaDial should be dialing To edit a rule select the Edit command and make any desired changesin the same manner that a tule isadded To delete a rule highlight the rule to be deleted by clicking on the check box associated with the rule and selecting the Delete Rule command You willbe prompted to confirm your Delete request Ifthe only rule indicating that dialing should be occuning at the time the rule isdeleted active calls willbe completed but no more dial attempts will be made Note Specifying Time of Day that a rule isactive appliesto the days of the week selected Time of day doesnot overlap days Time is specified in the time zone of the server as displayed at the top of the rules page display Offsets must be manually calculated for campaigns dialing different time zones 2 8 Activating and Deactivating Campaigns Campaignsare either active orinactive When a campaign is inactive no dialing willoccur Ifa Campaign is active then dialing may occurif the scheduling rules indicated that it is appropriate to be dialing there are available contacts in the pools assigned to the campaign to be dialed and there are available trunks assigned to the campaign A campaign status is initially set to Active or Inactive when creating the campaign The status may be changed by either editing the campaign using the Edit Campaign command from the campaign display list or by e
19. ng Hangup will terminate the call There isno subsequent action to Hangup Forward Selecting Forward will allow the user to specify a number where the call should be redirected For example if the dialer is being used to generate leadsforan existing call center the forward action can be used to transfer the dial to the call center Be sure to enter the entire number to reach the desired party including national or intemational dial codes After forwarding a call the available action isto Hangup Set Context Selecting Set Context will allow the user to select from a list of previously defined call contexts Call contexts are un strings defined using the Call Context tab in the ASG Configurator Call contexts are appended to a calland are used by the Asteria Agent Client software to specify a particular web page to present to Agents when a call passes through an Asterisk call queue After setting a call context the available actionsare to transferto another state orto Hangup Send to Queue Selecting Send to Queue will allow the userto redirect a call to an Asterisk call queue from a list of previously defined queues Call queues provide the functionality to stack up callsin the order they are received and distribute callsto available agents based on specified ring strategies Call queueshave many properties that impact how agents and agent supervisors process calls and are defined using the Queuestab in the ASG Configurator Asteria Se
20. nual 9 2 2 Uploading Sound Files Selecting the IVR tab will display a summary of current IVRs in the system IVRs typically use sound files to prompt users so a sound file management subsystem is provided within the IVR builder tool Selecting the Sounds command will display the recording studio page where sound filescan be uploaded and managed If many sound files are to be used a directory structure may be created to help organize accessing files Creating a hierarchical file structure will make accessing the desired sound file easier when using the IVR builder tool allowing shorter liststo be presented when assigning a sound file Forexample if you want to manage sound files by the companiesthat you perfom dialing campaigns you may create directoriescalled CompanyA CompanyB and CompanyC To create a new directory name the directory and select Create Directory To upload files into a specific directory selecta directory from the Upload File pulldown menu Select the Browse button and locate the sound file to be transfered to the server Select Upload and the sound file will be uploaded into the desired folder Once a file hasbeen uploaded it willbe added to the display list of sound files in the selected directory Sound fileson OmegaDial server may be manipulated by selecting the check box associated with a particular file and using the Rename Submit or Delete commands Asteria Sec ace OmegaDial User s Manual 10 2 3 Creating
21. o the necessary format when it is uploaded 19 Create IVR from IVRs For more than a simple blast message with AMD Answering tab oruse Simple IVR within the campaign Machine Detection create your IVR in the VAs tab L10 Create Campaign from Select Add Campaign to define the campaign Dialer tab 1 11 Upload contact pools Select Show Pools from Contact Pools From the list of pools select Add Pool Name the pool and select Create Pool Contacts can be added manually by selecting Add Contact or a csv file can be uploaded by selecting Upload Contacts If contacts are added manually a unique identifier must be added in the Name field Account ID is optional Once the new contact is added select Add Number to associate a number to the contact If contacts are uploaded select Simple format if the contact list only contains one number per contact or Multiple Number format if there is more than one number per contact 112 Assign pools Go to Show Campaigns Expand the campaign that should be edited by selecting the button or arrow next to the campaign name From the drop down list select Assign Pools Check any number of pools that should be associated with this campaign 113 Assign trunks Go to Show Campaigns Expand the campaign that should be edited by selecting the button or arrow next to the campaign name From the drop down list select Assign Trunks Select the number of channels that should be used from
22. one or multiple trunks listed 1 14 Sc hedule the campaign Go to Show Campaigns Expand the campaign that should be edited by selecting the button or arrow next to the campaign name From the drop down list select Schedule Create one or multiple rules for the campaign Note If multiple rules are created all rules will apply to the campaign 1 15 Activate the campaign Go to Show Campaigns Expand the campaign that should be edited by selecting the button or arrow next to the campaign name From the drop down list select Schedule Alternately choose Edit Campaign from the drop down list change Active to True and select Update Campaign Solutions Group OmegaDial Users Manual 20
23. reated from campaign results Forexample it may be of interest to generate a new Contact Pool based on the numbers that were successfully answered in a campaign to be used ina different campaign Go to Section Il Creating New Contact Pools from Report Results fora detailed explanation Archiving An automated dialer that supports multiple simultaneous campaigns and can dial thousands of simultaneous numbers generates millions of recordsin the database With continual use the database can become less responsive due to the shear volume of information that isstored To insure optimal performance OmegaDial provides an archiving mechanism to remove completed campaigns Users may store past campaignsin a compact format and if when necessary restore the campaignsforanalysis The frequency of needing to archive campaigns will be dependent on the size of campaigns and the hardware platformsin use Go to Section Il Archiving Campaigns fora detailed explanation Asteria Sees OmegaDial User s Manual 7 2 Step by Step Instructions 2 1 Campaign Display Page Selecting the Dialer link or selecting the Campaigns command will display a summary of current campaignsdefined in OmegaDial Individual campaigns may be expanded to display more information and available action commands The information displayed represents Main Header Information Radio Button Red Radio Button Green 1 1 Created Active Scheduled Channels Last Status Campaign
24. s sound files provided with the Asterisk PBX or from custom sounds sound files uploaded by the user The user may also select if Answering Machine Detection should be enabled by activating the check box If Answering Machine Detection is tumed on then the userhas the opportunity to specify what action to perform if an answering machine is detected for example play a different sound file or hang up without playing a sound file After playing the sound the available actionsare to wait fora key pressorto transferto another state If wait for key pressisselected the user is presented a list representing 0 through 9 key presses Each key press may be identified to specify the action that should be taken if a user presses that key allowing the IVRto be directed to a different state based on the listenersaction One ormore key pressactions may be defined In addition a failure action may be specified to indicate what action should be taken if the listener doesnot press any key or pressesa key that doesnot have an associated action AGI Command Selecting AGI Command will allow the userto specify the path and file name of an AGI script that should be run AGI scripting allows accessto Linux utilities and other programs including databases that may be installed on the dialing server AGI Command is used to integrate IVRs with other applications After executing an AGI command the available action isto transferto another state Hangup Selecti
25. selected the user will be prompted to confirm the delete action Allows editing of the selected pool sname Displays a list of all contacts in the pool and allows for adding editing uploading showing of numbers and deleting of contacts Deletes the selected pool If the Delete Pool command isselected the user will be prompted to confirm the delete action OmegaDial User s Manual 15 2 6 Creating and Assigning Trunks to Campaigns Asterisk supports interconnection via analog and digital circ uits aswell asvia Voice OverIP A connection to Asterisk iscalled a trunk A trunk may cany one or more calls depending on the type of interconnection Trunks are assigned using the Devicestab of the configurator Once one or mor trunks are configured portions of the trunks may be assigned to individual campaigns The amount of capacity assigned controls the number of simultaneous dials available to a specific campaign To assign capacity On the campaign summary page expand the desired campaign listing Select the Assign Trunks command You will be presented a list of all trunks currently configured on the system and a pull down selection displaying the number of channels on each trunk Select the number of channels from the desired trunk to assign to the campaign and press the Assign Trunks command Thiscapacity will now be available to the campaign The assignment of trunks to campaigns is dynamic For example if a specific campaign has 50
26. tact Pools fora detailed explanation Trunks Asterisk supports placing callsthrough analog and digital circ uits as well as via VoIP OmegaDial can allocate portions of available capacity to individual campaigns insuring that a specific campaign gets some dialing capacity While a campaign is active the allocated capacity may be changed dynamically If capacity of a campaign is decreased OmegaDial will complete current calls and then reduce dialing effortsto the new setting If capacity of a campaign is increased OmegaDial will immediately begin using the newly allocated channels for dials Go to Section Il Creating and Assigning Trunks fora detailed explanation Scheduling Campaignsare either active orinactive When a campaign is inactive no dialing will occur When a campaign is active dialing will occuron the specific days of the week and times during the day specified in the schedule rules associated with that campaign A campaign may have Asterla Solutions Group OmegaDial User s Manual 5 one or multiple schedule rules All rules defined fora particular campaign will apply to the campaign Forexample if you want a campaign to run during the month of May dialing weekdays between 8 00 a m and 6 00 p m and on weekends dialing between 10 00 a m and 4 00 p m then you would create two rules One rule would define the duration of May 1 through May 31 dialing on Mondays Tuesdays Wednesdays Thursdays and Fridays between 8 00 a m
27. tonesare called Dual Tone Multi Frequency or DIMF Forexample when a caller presses 0 to speak to an operator the system is detecting the tone created when the 0 button is pressed on the phone set and then transfers the callto a specific extension associated with an operator Each dial campaign hasan IVR that indicates what actions should occuronce a callis successfully dialed The IVR may be simple orcomplex Simple IVRsare defined asa request to diala number play a recorded sound file and disconnect the call If desired a different sound file may be played if the system detects an answering machine or voice mail asopposed to a live person More complex IVRs are dialing efforts that prompt users for input and or perfom call transfers IVRs may be linked together to create complex IVRsthat automate numerous functions Asterta Solutions Group OmegaDial User s Manual 4 Complex IVRs are built using the IVR builder Simple IVRs may be built with the IVR builder or may be automatically created by OmegaDial during the Create Campaign command Go to Section Il Creating IVRs fora detailed explanation Campaigns A campaign isa request to dial and perform one or more functionsfora successful dial Dials are considered successful if the call isanswered by eithera person oran answering machine Campaignsare defined using the Create Campaign command Go to Section Il Creating and Editing Campaigns fora detailed explanation Contact Pools
28. xpanding the campaign in the list and selecting the Activate or Deactivate command Ifa Campaign isactive and placing calls when the Deactivate command isselected OmegaDial will complete all current calls associated with the campaign but will not initiate any new dial attempts Asterla l PEE OmegaDial User s Manual 17 2 9 Generating Reports for Campaigns Once a Campaign isactivated reportscan be generated To access reports select the Dialertab in the Configurator Expand the campaign for which reportsare to be generated When the campaign isin expanded mode select the Reports button to view the report The table will show a Dialstatus Count Average Total Time and Average Answer Time Dialstatus isthe disposition of each numberdialed All Dialtatus tems and definitions are listed below All of Dialstatus may not be applicable for every campaign Depending on the campaign some may only have a few Dialstatus that are applicable Count isthe current number of dialsthat apply to the corresponding Dialstatus ALL CALLS The total of all calls dialed since the campaign was activated ANSWER Dial successful because target dial answered the phone oran answering machine was detected BUSY Dials unsuccessful because the target dial wasin use CANCEL 15 CHANUNAVAIL Dials unsuccessful because the dialer was unable to attempt the dial due to trunk constraints CONGESTION Dialsthat were not made due to unavailability of resources The
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