Elastix Call Center Manual
Contents
1. Average Time _ Retries Number of Attempts to Made to Each Number mene _ Outgoing Call Path Used During Campaign GUELE Queue Used During Campaign Completed Calls _ Number of Calls Completed Average Duration of Calls State Options _State of Campaign Active Inactive View Details of the campaign In addition the outgoing campaign can be Edited Disabled or Removed Activate Activate campaign whose status is Inactive CSV Data Data in CSV format of the form B New Campaign From this screen we are going to specify all the necessary data for the creation of a campaign Take into account that this data is important to the generation of outbound calls See Table 7 for a description of options New Campaign Save Cancel Required field Mame Start Date End Date Farm Tren ZAP gO Context from internal Queue Retries Archivo de Llamadas Script Table 7 Name Name of Campaign Start Date Date of Campaign Initiation End Date Date of Campaign Completion Form Forms used to collect data through Campaign Trunk Outgoing Call Path Used During Campaign Context Context Used Campaign Default frominternal Queue created in IVR of the agents th2. List of Filtered Calls Number of the Queue Number of Successful Calls Number of Abandoned Calls Number of Monitored Calls Number of Active Calls Number of Calls on Hold This screen displays information on the number of calls received Inbound or made Outbound by an agent This help to generate an agents calling activities with respect to duration average call and longest call See Table 17 for a description of options 2 Calls per Agent Start Date 17 Feb2007 8 E Column No Agent hd Column e Export No Agent Agent Type Queue 100 Reynako Gaibor Inbound 8000 101 Jorge Fonseca Inbound 8000 102 Henry Guerra Inbound 5000 Total Start Date End Date Column End Date 17Feb2008 E lt Start Previous 1 Calls answered Duration Average G 20 05 42 00 00 57 2 00 00 09 00 00 04 1 20 00 16 00 00 16 g 00 06 07 00 00 25 Start Previous 1 Table 17 Filter Call Start Dates Filter Call End Dates Enter Column Agent No Queue Query 3 of 3 Next End H Call longest 00 09 21 00 00 09 00 00 16 00 03 21 Gof 3 Next gt End Type Inbound Outbound Enter Column Agent No Column Queue Type Inbound Outbound Export Export CSV List of Filtered Calls Agent Number Number of the Agent Agent Name Name of the Agent Type Inbound Outbound Queue Number of the Queue Calls Answered Total Calls Answered by agent Duration Total duration of calls Average Aver
3. Previous 1 1 of 1 Next End Name Description Status Options Recolecci n de datos b sicas Recokocion de datos b sicos Active Preview Previous 1 1 of 1 Next End t Name Description State Options For preview of forms Table 3 Name of Form Description of Form State of Form Active Inactive Preview Graphical display of the form Clicking on preview will provide a graphical layout which displays the name description and fields in a form It is important to note that this option does not allow you to enter any data 3 Form Mame Recolecci n de datos b sicos 1 Nombre del propietario B Form Designer Description Recolecci n de datos b sicos Like previous options See Table 4 for a description of options Form Designer Form Designer Form List Create Mew Form Name Recokcci n de datos b sicos Farm 1 Name Description State Options Description Recolecci n de datos b sicos MM Table 4 Name of Form Description of Form Start Previous 1 2 of 2 Next Enel Status Options Active View Inactive Aetate Previous 1 2 of 2 Next End State of Form Active Inactive View Text display of the fields which hold the form data The form can be Edited De activated Deleted Activate Activates forms whose status is inactive To add a new Form You must begin by clicking on Create New Form It will show a screen that should loo
4. 1 2 Next End H Name Queue Status Options 6000 Active View 791 Inactwe Activate start Previous 1 20f 2 Next End H Table 8 Queue Number of the Queue Sais Status of Queue Active Inactive View Displays information of the queue such as Script detailing what message is being Options used by the agents The selected queue may be Edited or De Activated Activate Activate queue whose status is inactive B Select Queue To select a queue click the Select Queue button This displays a form which will have the following fields See Table 9 for a description of options Select Queue Save Cancel Select Queue Script Table 9 y Select a Queue CERTE ld _ Message displayed to Agent View Edit and Delete Selecting view will lead to a screen displaying data from the queue View Queue o ans ia Queue apog Buenos Dias arar Le Saluda To remove a queue select the delete button You can also modify the data for the queue by clicking the edit button which allows modification of the agent script Edit Queue Apply Changes 6000 Queue Script 1 7 Break Administration The option Break Administration allows us to create moments of predefined times in which the agents or receptionist will not receive calls Example An agent lunch break by identifying a standard time for this break it will help de
5. 4 00 00 00 0 1000 101 Jorge Fonseca 2007 12 19 12 45 42 2007 12 19 12 47 24 00 00 42 0 00 00 0 00 101 Jorge Fonseca 2007 12 19 12 48 18 2007 12 19 12 55 41 00 07 23 00 00 00 0 00 101 Jorge Fonseca 2007 12 19 12 56 31 2007 12 19 12 56 33 00 00 02 D0 00 00 0 00 101 Jorge Fonseca 2007 12 19 12 57 13 2007 12 19 13 03 57 000S 4 4 00 00 00 0 00 101 Jorge Fonseca 2007 12 19 13 0457 2007 12 19 13 07 53 00 02 56 00 00 00 0 00 101 Jorge Ponseca 2007 12 19 13 08 28 2007 12 19 13 0 34 00 00 05 00 00 00 0 010 101 Jorge Fonseca 2007 12 19 13 1014 2007 12 19 13 11 07 00 00 53 00 00 00 0 010 101 Jorge Fonseca 2007 12 19 13 16 10 2007 12 19 13 91 43 00 15 33 00 00 08 0 95 101 Jorge Fonseca 2007 12 19 13 17 04 07 12 19 13 27 11 00 10 07 00 00 00 0 010 101 Jorge Fonseca 2007 12 19 13 3200 2007 12 19 13 32 02 00 00 02 00 00 00 0 00 101 Jonge Fonseca 2007 12 19 13 3235 2007 12 19 13 32 37 00 00 02 09 00 00 0 00 102 Henry Guerra 2007 12 19 12 21 10 2007 12 19 12 22 03 00 00 53 00 00 15 39 19 Total 1451 35 20 00 06 07 Start Previous 1 26 of 25 Next h End gt gt Start Date End Date Type Export Agent Number Agent Name Login Logout Total Login Total Time Service Status G Calls per Hour Graph Table 19 Filter Call Start Dates Filter Call End Dates Detailed Summary Export CSV List of Filtered Calls Number of the Agent Name of the Agent Date and Time of Login Date and Time of Logout Total time spent logged in Total time spe
6. Start Time End Dete End Time Duration k Queue Type Phone Transfer Status Agent Wait 100 neo 2007 1219 11 21 22 2007 1219 11 24 43 00 03 21 00 00 00 6000 Inbound Success aibor Reynaldo 100 tsai 2007 12 19 11 25 21 2007 12 19 11 25 41 00 00 20 00 00 00 000 Inbound T02 Success aibor Reynaldo 100 Gaibor 2007 12 19 11 26 39 2007 12 19 11 27 07 00 00 28 00 00 00 E000 Inbound T02 Success Reynaldo 1001 tia 2007 12 19 11 47 56 2007 12 14 11 48 58 00 01 02 00 00 00 BOO Inbound 70d Success aibor Reynaldo 100 mito 2007 12 19 1202 54 2007 12 19 12 03 04 00 00 10 00 09 00 BORO Inbound Fo4 Success aibor Reynaldo 5 100 Bor 2007 12 19 12 08 15 207 12 19 12 08 35 00 00 21 00 00 00 BODO Inbound Yo Success Total 00 05 42 Table 14 Start Date _ Filter Call Start Dates End Date _ Filter Call End Dates Enter Column Agent No Queue Type Inbound Outbound Number Enter Column Agent No Queue Type Inbound Outbound Number Agent Number Phone Export CSV List of Filtered Calls Number of the Agent Name of the Agent Total Time of call Duration Before Connection Inbound Outbound Telephone Number Extension call was transferred to Call was completed Successfully C Calls by Time This displays information on calls received or called hourly identified by queue It details the number of calls made in each hour 24 hours displayed by each queue The total number of calls are filtered by the dates selected See Ta
7. Total 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 20 00 00 00 00 00 00 00 00 00 00 00 00 00 00 20 00 00 00 00 00 00 00 00 00 00 00 00 00 00 Start Previous 1 4of 4 Next e End Y The report can change depending on the filtered values Start by selecting a start date or end date A report will be generated with the following fields Export file in CSV fields are separated by commas See Table 13 for a description of options Start Date End Date Export Agent Number Agent Name Hold Administration Lunch Meeting Total B Call Details Table 13 Filter Break Start Dates Filter Break End Dates Export CSV List of Filtered Breaks Number of the Agent Name of the Agent Default Break Time Samples of Break Times See Break Administration Total break time taken by agent Display information in detail of the calls received Inbound and made Outbound through Call center Entering the range of dates which you want to see the details of allows you to identifying the status of a call received or completed the duration of a call and etc See Table 14 for a description of options E gt Calls Detail Start Date 17 Feb 2007 E Column no Agent hoo Column No Agent End Date 17 Feb 2008 E Filter ef Export Start Previous 1 6of6 Next h End M Ne Duration Agent Start Date
8. age duration of calls Longest Call Longest Call Made E Hold Time Display information of calls in a range including both called and received in addition to the total waiting time average wait time longest wait time as well as the total number of calls for that queue The time ranges are shown in Seconds See Table 18 for a description of options Hold Time Date Init 17 Feb 2007 Date End 17 Feb 2008 Type Ingoing Status All F Fing Export start Previous 1 2of 2 Next b End Queue 0 10 11 20 21 30 31 40 41 50 51 60 61 gt Tiempo Promedio Espera Seg Espera Mayor seg Total Calls 791 o o o o 1 o 1 10 191 2 8000 11 2 0 O 0 o O 4 s ll Total 11 2 0 0 1 0 1 124 al a Start Previous 1 2of 2 Next End Table 18 Start Date Filter Call Start Dates End Date Filter Call End Dates Type Incoming Outgoing Status All Successful Abandoned Export Export CSV List of Filtered Calls Queue _ Number of the Queue 0 10 11 20 Seconds call waited before it was answered Average Wait Time Seconds call waited before it was answered Longest Wait Time Seconds call waited before it was answered Total Number of Calls Total Calls F Time Login Logout This provides information of an agents activity in the agent console from the time they entered until the time they logged out measuring th
9. also modify the data by clicking on the break Edit button Data able to be changed is Name and Description Edit Break Administraci n Apply changes Cancel Name Administraci al euni n sin ser planificada con Description Mandos Superiores 1 8 Agent Console The Agent Console provides agents the ability to conduct a Telephone Campaign Default is surveys to telephone numbers by an agent of the call center Agents will receive calls from telephone numbers by entering the queue specified in the option incoming calls To enter Agent Console you must enter the Agents Numbers who have been allocated as well as the extensions to be used for conducting the campaign Data may be collected utilizing pre designed forms It is extremely important to remember that an agent must Close Meeting at the end of their time in call center due to recording the duration of agent activity while conducting a campaign could allow errors in the reports A Income Agent Console You will see the following Interface See Table 12 for a description of options Bienvenido a la consola de agente Por favor ingrese su n mero de agente y la extensi n M mero de Agente Extensi n No extension Y Ingresar Table 12 Agent Number g Agent Number Extension Select the extension to receive or conduct calls with B Agent Console After entering the agent console wait a few s
10. at make Queue l calls and are assigned to carry out campaign Retries Number of Attempts Made to Each Number CSV File that contains phone numbers and Archive of Calls data used during campaign See Examples A message or script used by agents during the course of a call that servers as a guide such Script as a greeting or other information that is needed on a repetitive basis during the campaign Archive of Calls This file will be used to place calls marked by the call center module to conduct a campaign It is also possible to specify additional data such as name address region industry etc using additional columns Restrictions on the file Must be in CSV format The first column must be the phone number If using column headers they must be in the first row and start with a comma Note The telephone number will not have any starting commas the other fields will be separated by commas See Examples below Basic File Format Example w Documento nuevo modificado KEdit Archivo Editar Ir Herramientas Preferencias Ayuda seed e958 4 2893894 2892189 2231658 2447370 2244665 2213805 2568956 2568954 2568956 2445885 2150977 2564152 2123698 2787966 2235987 2568878 INS Linea 16 Col 8 Advanced File Format Example w Documento nuevo modificado KEdit Archivo Editar Ir Herramientas Preferencias Ayuda Sas 9BS5B ld Nombre Direcci n gt al cabece
11. ble 15 for a description of options EZ Calls per hour Fecha de Inicio 17 Feb 2007 Fecha Fin 17 Feb 2008 Type Status Final r Export Start Previous 1 2of 2 Next l End Total Queue 00 00 01 00 02 00 03 00 04 00 05 00 06 00 07 00 08 00 09 00 10 00 11 00 12 00 13 00 14 00 15 00 16 00 17 00 18 00 19 00 20 00 21 00 22 00 23 00 ite alls 791 2 15 8000 4 3 3 3 15 Total 0 0 0 0 0 0 0 Q 0 0 0 q 3 3 5 0 0 0 0 0 0 0 0 0 30 Stan Previous 1 20f 2 Next M End Table 15 Start Date Filter Call Start Dates End Date Filter Call End Dates Type Incoming Outgoing Status All Successful Abandoned Export Export CSV List of Filtered Calls Queue Number of the Queue 1 00 2 00 etc Total Calls Per Hour Total Total Calls Per 24 Hours D Incoming Calls Display information on the number of calls received organized by queue showing the total number of calls Successful Abandoned Monitoring Active and Hold Time See Table 16 for a description of options List Calls Date Init 17 Feb 2007 Date End 17 Feb 2008 Find r Export Start Previous 1 1 of 1 Next End Y Queue Successful Abandonated Order Monitoring Active Hold Time 8000 3 4 0 0 00 00 50 13 Total 9 4 0 0 00 00 50 13 Start lt Previeus 1 1 of 1 Next End gt Start Date End Date Export Queue Successful Abandoned Monitoring Active Hold Time E Calls per Agent Table 16 Filter Call Start Dates Filter Call End Dates Export CSV
12. e efficiency of the agent See Table 19 for a description of options Time Login Logout Type eta tacts e Find Date Init 19 Dec 2007 Date End 19 Dec 2007 Export Start Previous 1 25 of 26 Next gt End j Agent Mame Login Logout Total Login Time of Calls Service Status 100 Reynaldo Gaibor 2007 12 19 11 18 35 2007 12 19 11 40 06 00 20 31 00 04 09 20 23 100 Reynaldo Gaibor 2007 12 19 11 38 20 2007 12 19 11 36 08 00 00 48 00 00 00 0 00 100 Reynaldo Gaibor 2007 12 19 11 47 34 2007 12 19 11 49 14 00 01 40 00 01 02 62 00 100 Reynaldo Gaibor 2007 12 19 11 58 13 2007 12 19 11 55 15 00 00 02 00 00 00 0 00 100 Reynaldo Gaibor 2007 12 19 12 01 25 2007 12 19 12 01 27 00 00 01 00 00 00 0 00 100 Reynaldo Gaibor 2007 12 19 12 02 40 2007 12 19 12 10 27 001007 47 00 00 31 5 64 100 Reynaldo Gaibor 2007 12 19 12 50 29 2007 12 19 12 55 10 00 04 41 00 00 00 0 00 1001 Reynaldo Gaibor 2007 12 19 13 30 28 2008 02 17 23 26 16 1449 52 48 00 00 00 0 00 En Linea 101 Jorge Fonseca 2007 12 19 11 14 08 2007 12 19 11 14 19 00 00 11 00 00 00 0 00 101 Jonge Fonseca 2007 12 19 11 47 05 2007 12 19 11 47 06 00 00 01 00 00 00 0 1010 101 Jorge Fonseca 2007 12 19 11 52 44 2007 12 19 11 52 46 00 00 02 00 00 00 0 00 101 Jonge Fonseca 2007 12 19 12 11 49 2007 12 19 12 11 51 00 00 02 00 00 00 0 00 101 Jonge Fonseca 2007 12 19 12 22 48 2007 12 19 12 39 17 00 16 29 00 00 00 0 00 101 Jonge Fonseca 2007 12 19 12 35 06 2007 12 19 12 44 30 00 04 5
13. econds while active campaigns are determined if any campaigns are active an agent will begin conducting calls to the numbers provided earlier in the creation of the campaign Mo hw llamada entrante if PRADA Llamada Soript Formularia Agente Luis Carri n Nimero 5024 viger Cerrar Se Elasbo pensad under GEL Dy Falobar o Solutions 2006 2007 C Calls Calls are made to numbers that were submitted in section 1 5 Campaigns The information displayed will vary based on the data provided if using the basic file format of calls only the number being dialed is shown if using an advanced file format the number name address etc will be shown see end of section 1 5 Campaigns for details 00 00 27 Agerte MAR TINE GERMAN Mimero 5007 SS aT Llamada Seript Formulario N mero 022371095 Nombre GARCIA TAPIA RAQUEL ALICIA OG BARCIA TAPA MAGUEL ALICIA i TUMBACOS BARRIO PLITH AYOO CALLE CUATE DIAGONAL LESS BUEN PAS TOR Transler Viger Cerrar Se Elashy E ienga uncer GEL ty Parco Sob As you can see call center is making a call to the number shown in the screen above also notice the additional information that was entered into the call file is displayed D Script Provides steps or information for the agent to follow during the campaign example Hi my name is agent name thank you for taking the time Etc The script will depend on the type of ca
14. elastix CUS TO Mi TELEPHONY User Manual in English Call Center 1 0 1 0 RC Elastix For more information visit www elastix org X Palosanto Solutions OPEN FOUR CE INMOWATIOR 1 Call Center This modules objective is to generate calls automatically to numbers that have been previously uploaded in a CSV file format It also monitors calls received through a queue 1 1 Using Call Center To use the Call Center Module you must first select a few options and provide some necessary data Here s the order in which it is recommend to enter this data 1 Enter information for the agents 2 Enter types of breaks if necessary For incoming calls 2 1 You can upload a CSV file with customer information so this information can be displayed on your screen when a call is being received 2 2 Select the queue to be used for incoming calls For outgoing calls 2 1 Create forms to collect information from customers that agents are calling 2 2 Create outgoing campaigns that indicate telephone numbers to call hours of calls etc If all of the above items are ready you can then enter the agent console where calls are conducted and received 1 2 Services It is important to know that for the module to function properly Call Center must have the Elastixdialer service initiated This service by default is stopped but can be start with the command Service elastixdialer Start 1 3 Agents This allows us to enter the data
15. he following fields See Table 2 for a description of options 2 New Agent Save Cancel Required field Agent Number Mame Queue 200 Recepcion Password Retype password Table 2 Number assigned to an agent Take into account this number is for identification and sign in Agent Number maine Name of Agent Queue Password Confirm Password Password of Agent View Edit and Delete When clicking on the view button this will lead you to a screen where agent data is displayed including Agent Number and Agent Name gt View agent Required field Edit Delete Cancel Agent Number 100 Mame Reynaldo Gaibor To delete an agent click on the remove button You can also modify the data of the agent with the edit button Data able to be changed include Name and Password ga Edit agent Reynaldo Gaibor Required field Apply changes Cancel Agent Number 100 Mame Reynaldo Gaibor Password aiii Retype password 1 4 Forms This window allows the creation of forms which are created with the objective of collecting data to run a campaign and make calls from the agent console In this menu there are two options Form List and Form Designer A Form List Displays list of existing forms with an option to preview them before they are used in a live campaign See Table 3 for a description of options Form Designer Form List Formularios Estado Active Y Form List
16. k similar to the one displayed below See Table 5 for a description of options Fields are added with the section titled New Field You must complete the field options and then click on Add Field See Table 5 for a description of options Note The form will only contain fields that have been specified Note If you select Type List the possible options are indicated by separating options with a comma New Form Save Cancel Required field Mame Description New Field Add Field Field Name Order Type Table 5 name Name that identifies form Description A short description to indicate why the form was created Name of field Name of field Creer Order of fields Type Label Label Type Text Text Box Type Type List Combo Box Type Date Field type date Type Text Area Entering of text View Edit and Delete When clicking on the view button this will lead you to a screen where form data is displayed including Field Order Field Name Field Type and Field Values View Form Edit Desactivate Delete Cancel Mame Recolecci n de datos b sicos Description Recolecci n de datos b sicos Order Field Name Type Values 1 1 Nombre del propietario Text Using the buttons at the top of the view form section you re able to Edit Deactivate and Delete the form currently being viewed Clicking the edit button allows changing the form name and description as well as adding editing and de
17. leting previously defined fields Edit Form Recolecci n de datos b sicos Apply changes Cancel Mame Recolecci n de datos b sicos Description prs de datos basicos t New Field Add Field Field Mame Order Type Type Label hd Delete Order Field Name Type Values Options i 1 1 Nombre del propietario Text Edit 1 5 Campaigns This section is used to create what is known as outbound campaigns which is information that generates a series of calls automatically to telephone numbers that are uploaded in a CSV file A Campaigns List This area shows all outbound campaigns that have been created in the system The data is displayed in the form of columns See Table 6 for a description of options Campaigns List Create New Campaign Estado All Start Previous 1 2 of 2 Next h End Name Start Date Start Time End Date Timeend ARetries Trunk Queue Completed calls Average time Status Options Campa a 1 2008 02 01 15 23 00 2008 02 29 15 23 00 2 ZAP q0 7000 Active View CSV Data Campa a 2 2008 02 05 15 26 00 2008 02 14 15 26 00 3 ZAP O 200 Inactive Activate View CSV Data Start Previous 1 20f 2 Next End j Table 6 Name i i Name of Campaign Start Date Soak 7 _ Date of Campaign Initiation _ Start Time Campaign Start Time End Date _ Date of Campaign Completion Time End _ Campaign End Time
18. mpaign being conducted Calling 00 00 44 Fire ak Llamada Script Formutaria Agente Vike T INEZ GERMAN Mumero 300 N mero 022370983 Nombre MAYA RIVADENEIRA EDUARDO GERMANICO Pomrularta Trans her Por lawor narese la infermaci n Viger Guard a Cerrar Se E Form Choose a form from the drop down list when the call has successfully connected which allows collecting information from the contact you re attempting to reach F Agent Console Buttons Hang Up To cancel a call that has been completed Break To take a break from calls that are being made in a campaign rant Transfer To transfer the call to an extension Vtiger It shows the link Vtiger CRM integrated ELASTIX Vtiger Logout It is very important to logout at the end of the campaign or leaving agent console for any reason If the agent forgets to logout the administrator of the agents will need to disconnect them Cerrar Se 1 9 Reports A Break Report Displays information relating to the time in which an agent or receptionist has not been making or receiving calls due to a break This Information is organized by agent number Reports Break Start Date Export No Agent Agent Name 100 Reynaldo Gaibor 101 Jorge Fonseca 102 Henry Guerra 1001 Carlos Fernando Barcos Sinche Total 17 Feb 2008 Find End Date Start Previous 1 4of 4 Next M Ena f Hold Administraci n Lunch Reuni n
19. nt making calls Measurement of Service Online The graph displays information on hourly call activity in a graphical form and is defined by each of the queues lt details the number of calls made in each hour 24 hours and the total number of calls made in the given date range See Table 20 for a description of options E Graphic Calls per hour Fecha de Inicio 17 Feb 2007 Fecha Fin Type Queue All xi Llamadas Fined ALL Success Abandoned gt Export Queue 00 00 01 00 02 00 03 00 04 00 05 00 06 00 07 00 08 00 09 00 791 e o o o o oO Q Q o o 8000 oO o o o o D o o o o All O Oo o o o O o o o a revious O of Next End Total Calls 10 00 11 00 12 00 13 00 14 00 15 00 16 00 17 00 18 00 19 00 20 00 21 00 22 00 23 00 oO o e o o e e oO o o e a 15 3 3 3 o o Oo O oO o o e D 15 4 3 3 5 o o Oo D O o o O o 30 Table 20 Blue Line All Calls Red Line Called Successful Legend Yellow Line Calls Abandoned X Axis Range of Hours Y Axis Number of Calls Start Date Filter Call Start Dates End Date Filter Call End Dates Type Incoming Export Export CSV List of Filtered Calls Queue Number of the Queue 1 00 2 00 etc Total Calls Per Hour Total Calls Total Calls made By Queue 1 10 Clients A Income Clients This displays an interface in with the following fields Select File browse to the directory that holds the file of customers you wish to upload The file mus
20. of the people going to operate the system and have been named agents Each agent must have a number and password assigned in order to make or receive calls A Agent List Displays list of agents with the following data See Table 1 for a description of options 2 Agent List New Agent Status All Start Previous 1 8 0f 8 Next gt End Desconect Configure Number Name Queue Status Options p 100 Reynako Gaibor 8000 Off Line Wiew a 101 Jorge Fonseca 8000 Off Line Wiew x 102 Henry Guerra BODO Off Line View By repair Table 1 Disconnect Disconnect an agent which has an active session in the agent console uv The agent is recorded in the database and the configuration file asterisk Configuration i Indicates that there is a mistake with this agent possible cause 1 Not registered in the configuration file asterisk 2 No record in the database Number Number assigned to the agent This number identifies the agent to the system Name Name of Agent Siaip Connected Disconnected View Displays agent information the agent may be Modified or Deleted Repair An agent will be repaired if the Options following situations exist 1 Not registered in the configuration file asterisk data will be gathered from the database 2 No record in the database data will be gathered from the configuration file asterisk B New Agent To add a new agent click the new agent button This displays a form with t
21. ra opcional columnas opcionales INS L nea 1 Col 18 View Edit and Delete When clicking on the view button this will lead you to a screen where Campaign data is displayed To edit remove or disable a campaign use the buttons at the top of view campaign The data that can be changed are Name Start Date End Date Form Trunk Context Queue Retries and Script View Campaign Edit Desactivate Delete Cancel Name Campana 1 Start Date 01 Feb 2008 15 23 End Date 29 Feb 2008 15 23 Form Recolecci n de datos b sicos Trunk ZAP igO Context from internal Queue 7000 Ventas Retries 2 Script Buenos Dias La Cuesta que Use mcocmarracrriariassuras Edit Campaign Campa a 1 Apply changes a Name Campa a 1 Start Date 01 Feb 2008 15 23 End Date 29 Feb 2008 15 23 Form Trunk ZAP gO Context from internal Queue FOOD Ventas hd Retries Script Style gt Fony ti size gt Buenos Dias La Cuesta que usted 1 6 Queue Queues are designed for receiving calls in a call center They allow monitoring of calls received by an agent and help to determine if a call was connected successfully or failed to be received A Queue List Displays list of the Incoming Calls See Table 8 for a description of options Queue List Select Queue Status All Z Start lt Previous 1 20
22. t have an extension of CSV or DOC See Example Below Upload File Select file to Upload File Examinar Upload Format File telefono cedula ruc nombre apellido Example Customer File Format Telephone cedula ruc name name 2289652 0968956321 Roxan Villacis 2369878 0923589658 Cesar Morales 2372846 0756910615 Sarah Lopez
23. termine the productivity of agents and recognize what times the agent was absent from the call center A List Breaks Break lists will be displayed with the following data See Table 10 for a description of options Breaks List Create New Break Start Previous 1 4of 4 Next End h Harme Description Gtatus Options Ad minis trac ion Reuni n sin ser planificada con Mardos Superiores Active View Lunch Tiempo de 30 min Actwe View Reuni n Reuni n previamente planificada Inactiwe Ac tuate Start Previous 1 4 of 4 Next End H Table 10 Name Break Name Description Brief Description of the Break Status Status of Break Active Inactive View Displays information of the break The Options break may be Edited or De Activated Activate Activate break whose status is Inactive B Insert new Break To create a break click on Create New Break This displays a form which includes the following fields See Table 11 for a description of options New Break Save Cancel Required field ren a E i p k P m Description Table 11 Name Break Name Description Brief Description of the Break View Edit and Delete When selecting view this displays the break information Edit Desactivate Cancel Mame Administraci n AA E Description Reuni n sin ser planificada con Mandos Superiores To disable a break click Disable You can
Download Pdf Manuals
Related Search