Contact Centre Manual Installation and User guide
Contents
1. Answered Calls Abandoned Calls A EE a Click on the red Enable Data Collection icon so that it turns to green to activate the call data collection DM 1069 Rev 3 Page 14 Contact Centre Sec gt R ry J Current Status Sales Campaign 820 Available 0 3 Call Summary Sales Campaign 820 Enable Disable Other Settings Voicemail Forwarding E mail Address 0 00 0 0 0 0 Av Ring Length Longest Ring Answered Calls l 0 0 0 0 0 0 0 0 0 0 Quantity sais apie Threshold values l Click on the Threshold values icon to set the color signals for the call summary 03 06 2014 20 09 31 s l 9 n A Si Current Status Call Summary Sales Campaign 820 Sales Campaign 820 Threshold values Available 0 3 In Progress Colour 28a010 968827 ER aan 0 0 E v g b34a29 z t i Ho i o i Longest Ring ef1010 0 0 0 0 0 0 0 0 Quanti ty ef10f7 5 F o iB I2 Av Call Length Longest Call Since Last Call Total Calls A lt a d a ey 4 naoned Lis i te 1 E i 2 p f is v Si ae gt _ a a 6S a ek X 28010 968827 b34a29 Fet1010 Click on the green arrow to accept your changes DM 1069 Rev 3 Page 15 Contact Centre 2 Supervisor log in Wall Username and Password Each supervisor has a username and PIN code which gives ac2. Av Ring Length Queue Longest Ring Queue You can assign the Time and Date this report should be first run and a repeat period this can be Hours Days weeks Months or Years for when it should be re run along with a period the report should cover Finally define a destination Email address you can enter more than one email address separated by a semicolon Click the green arrow to save and return to the overview page DM 1069 Rev 3 Page 20
3. report first give ita name which describes the contents and is different to any existing report names select the type of report Skillset or Agent and select which Skillsets or Agents are to be covered in the report All One or Multiple then select the layout type Summary data Snapshot all raw data or both You can select the data elements which are included in the report by drawing a box with your cursor to select items or holding down the Cirl key to make multiple non adjacent selections Selected items have a blue background as follow DM 1069 Rev 3 Page 19 Contact Centre Skillset Report skillset Summary Detailed Skillset Report Y Both A Time 5082014 ratte _ Weeks Y Es E mail Address Skillset Report Output Columns Draw a box with your cursor to Select items Hoki down the Ctr key to make multiple mon adjacent selections Selected items have a blue background Ringing Answered Threshold Ringing Answered Threshold t Av Ring Length Answered Calls Longest Ring Answered Calls Connected Duration Threshold Connected Duration Threshold Av Call Length Longest Call Last Call Answered Calls Abandoned Ringing Threshold Abandoned Ringing Threshold Av Ring Length Abandoned Calls Longest Ring Abandoned Calls Last Call Abandoned Calls Voicemail Calls Answered Calls Voicemail Calls Abandoned Calls Forwarded Calls Av Calls in Q Max Calls in Q
4. to voicemail or to an external destination Overflow can be triggered when a Call waiting threshold is exceeded Agent Login Logout Agents can Login and Out of Contact Centre Pools freely typically for start end of shift There are many ways to do this One touch toggle key on the system phone Menu option on the system phone Simple easy toggle option on the portal page A dialling code on an analogue phone By Supervisor using web portal Handling Traffic Peaks Agents may Log in to other skill sets during peak times to provide additional assistance ina busy skill set This facilitates call handling during periods when particular skill sets carry a heavier load at specific times of the day Supervisors can also login agents using the drag amp drop portal interface Wrap up Time At the end of a call an agent will typically require a few minutes to complete actions such as processing orders or writing up notes of the call Each Agent can be assigned an individual wrap up time by the supervisor DM 1069 Rev 3 Page 4 Contact Centre Last Agent Log Out While Agents can Log into and out of a skill set freely the system must take action if all agents log out so that the skill set pool is not left unattended In this event the calls are forwarded to a pre defined destination Wallboard Supervisor Overview and Control using Web Portal The skill set Supervisor has full control over the skill set pool and can react to levels of cal
5. 1069 Rev 3 Page 9 Contact Centre 2 4 Fallback to Operator The Fallback to Operator page is used to forward the calls destined for the skill set to the Operator in the event of No Answer or Busy from the skill set pool Forward on Mo Answer Mame Fallback Forward on Busy Fallback Sales Campaign 4270 4 Sales Standard 871 Sw lt i Support Team 822 Skillset 823 x EJ Skillset 824 lt lt Team 525 Ky Team 876 Ey Team 827 4 Skillset 4828 kg Ey Skillset 829 g EJ Skillset 830 lt Ey Skillset 831 kg ig Skillset 832 bd Ey Skillset 833 4 Skillset 4834 ig Ey Skillset 835 lt ig Skillset 836 x EJ Skillset 837 g EJ Skillset 838 i Ey Skillset 839 Ey DM 1069 Rev 3 Page 10 Contact Centre 2 5 Wall Displays Go to the page All Wall Displays and click on the settings icon to select which of the 20 skillsets you wish to display on the wallboard Ay QO 4 12 03 2014 17 18 37 All Wall Displays By clicking the skillset button the summary live status panel for the skillset is displayed and the button becomes green You can display a message or a title at the top of the wallboard by typing it into the white box A e 12 03 2014 17 29 20 January Inbound Sales f 7272ary Inbound Sales Available 0 2 Available 0 0 Total Calls Abandoned Calls Total Calls Abandoned
6. 831 Call Centre 832 Call Centre 833 Call Centre 834 Call Centre 835 0 Call Centre 836 0 Call Centre 837 0 Call Centre 838 0 Call Centre 8395 0 IP Addresses Port Numbers SMTP Configuration IFS Configuration all Quality Statistics Download Call Log lear Call Logging Page 6 Contact Centre 2 2 Assign Agents to the Skill Set The number of agents licensed in the Contact Centre is indicated on the System properties page System Properties To assign the agents to a skill set click on the Skill set Assignment link to display a list of all the pools Click on the Edit button of the Skill set you wish to populate with agents DM 1069 Rev 3 Page 7 Contact Centre On the Edit page for the skill set you may add or remove agents from the skill set pool by dragging and dropping agents into the centre column as shown below You can also select an Auto Attendant message for the skill set by clicking on the sign underneath Auto Attendant This message is played to callers who are queued for the skill set The playing of the message along with the programming of any interactive response is programmed on the Auto Attendant programming page Add All 4 Assignment Remove All Select Auto Attendant Select Networked User or Group Note The Opera 240 hardware IPPBX may be networked together with other Opera 240 IPPBX systems at remote sites In this case an additional option to allow inclusion of
7. Calls eee oe ee 0 0 skillset 822 Skillset 823 Skillset 824 skillset 825 OD Skillset 826 skillset 827 Skillset 828 skillset 829 skillset 830 QD skillcat 234 DM 1069 Rev 3 Page 11 Contact Centre By clicking on any skill set panel you display the detailed performance for the skill set and for every individual agent in the skill set Call data collection must first be activated under the Group Settings icons for the skill set Ay 5 Current Status s Call Summary 9 a Sales Campaign 820 Internal Users a P acy phreeg S ns alla ES A In Progress 0 Total Calls gt Answered Calls Janieta Vogel Ce Toon Heide x a E I Waiting 0 Answered D Answered 0 I Answered 8 D Answered 0 Number Idle Time Idle Time Idle Time SS ee Av Call Length Av Call Length Ato Calk Longith ae ee Av Call Length Longest Call Longest Call Longest Call Longest Call el Last Call Time Bas Meier Ringing Av Call Length Longest Call Answered 0 Abandoned Calls Idle Time a Number Av Call Length Av Call Length Longest Call pasa aed Longest Call Last Call Time Hyvoice Mail Answered Calls Abandoned Calls gt Forwarded Number Queue Av Calls in Q Max Calls in Q Each skill set has a supervisor wall display which gives real time statistics on the key performance indic
8. Contact Centre overview and system manual Contact Centre Manual Installation and User guide Specifications are subject to change without notice Facilities described may or may not be supported by your network Opera Cloud Opera 240 Opera 20 and Operafone are the registered trademark of MDS Amiba This documentation refers to Opera Software Version 14 097 or later Page 1 2 Contact Centre overview and system manual Contents Introduction er Setting up the Contact Centre 6 Names for the Skill Sets ccsscceeceeeeceseensecneecnseceeeceseceseceneceneceaeseasseneseneseness 6 Assign Agents to the Skill Set ccccceeeseeeneeeeeeeeeeseeeenseeeeneesensesoaneseeneesonnenes 7 Select the type of Call Distribution for the Skill Set ce ccsseseeeeseeeeeeeeeeeees 9 Fallback 10 Operator osioista aa aaa aa a aaea 10 Wall DISplayS seiss Get wacnd ata wa seca eaan cn waln ena ueesudcs warmed wads 11 Program call reports data collection and thresholds per skill set 13 Supervisor log in Wall Username and Password scccsseseeeeneeeeeeeeeeneeeenees 16 External Number Priority icccescsesvecsewctevendscccencentencosessreencescenccesserensennennseceanenenesys 16 AGent and Skillset Reports aono tncttiwencesartecntveluencetdeetetatebaendethcgeeeetibeahs 17 Creating a Scheduled Report not available on CPE ccsssecesseeeneeeeees 19 Page 2 Contact Centre 1 In
9. as a csv file DM 1069 Rev 3 Page 17 Contact Centre The report for a skillset contains the following key performance indicators Total Calls Answered Calls Average Call Length Longest Call Last Call Average Ring Length Longest Ring For Abandoned Calls Number of abandoned calls Average ring length Longest Ring Last Call Voicemail Calls Answered Voicemail Calls Abandoned Forwarded Calls Average Calls in Queue Maximum Calls in Queue Average Ring length in Queue Longest Ring in Queue DM 1069 Rev 3 Page 18 Contact Centre 2 10 Creating a Scheduled Report not available on CPE This page is used to schedule regular reports or occasional reports of Key Performance Indicators You can select the performance parameters to be included in the report the reporting period and frequency and specify a list of email addresses the report will be sent to The page displays a list of the currently scheduled reports and an option to Add new scheduled Report Add new Scheduled Report or First Report Repeat Period E mail Address First Report Repeat Period E mail Address Sales Monthly 23 59 00 15 08 2014 Months 1 Months 1 bob jones acme com Sales Weekly 23 59 00 15 08 2014 Weeks 1 bob jones acme com First Report Repeat Period E mail Address john smith acme com Support Daily 23 59 00 15 08 2014 Days 1 bob jones acme com Currently scheduled reports can be enabled disabled or edited To schedule a new
10. ators for that skillset 03 06 2014 19 54 55 amp Current Status Call Summary i B90 ee A Sales Campaign 820 Ss Sales Campaign 820 4 Sales Campaign Internal Users Available 0 3 7 In Progress 0 Total Calls z Answered Calls Jack Kenny The icons at the top give easy access to Group Assignment Messages Forwarding and the skill set settings e g message forwarding email address PIN code banner url call report data collection periods and thresholds for color highlights DM 1069 Rev 3 Page 12 Contact Centre 2 6 Program call reports data collection and thresholds per skill set Click on the Group Settings icon at the top of the Skill set programming page 03 06 2014 19 15 03 ai 16 Wy ry 7 Group Settings 7 Current Status Call Summary she Sales Campai gn 820 Internal Users y Pi Sales Campaign 820 ER Sales Campaign 820 ee b Available 0 3 Voice mail forwarding may be activated and email address PIN code and Banner URL selected for the skill set 09 10 2014 13 41 20 ee f Current Status Call Summary Sales F Available 1 4 Enable Disable Other Settings Ro In Progress 29 Waiting 14 i nis 1 0 0 0 0 0 0 0 0 0 Abandoned Calls L 2 Quantity Av Calls in Q Click on the Data Collection tab to access the following page DM 1069 Rev 3 Page 13 Contact C
11. cess to the supervisor privileges including the wall display configuration The usernames and PIN codes are defined on the page Wall Username amp Password The first user on this page Master Wall has supervisor privileges for all skill sets All of the other users have supervisor privileges for a single skillset 2 8 External Number Priority The supervisor may wish to prioritize inbound calls to the Contact Centre based on the number dialed Calls to a high priority number will be answered first You can set the priority for each external number by clicking the link External Number Priority DM 1069 Rev 3 Page 16 Contact Centre 2 9 Agent and Skillset Reports The system stores call data from the programmed Data Collection time for each skill set provided the Enable Data Collection tab at the skill set Group Settings is set to display the green button Data collection must be turned on as described in this manual under Program call reports data collection and thresholds per skill set You can generate reports of the key performance indicators for each agent or skillset by clicking the Skillset Report link 04 05 2014 O80 14 aa x select a skillset or an individual agent from the drop down menus at the top of the page and the time period of the report You can click on the icons at the bottom of the page to preview the report or download it
12. entre 09 10 2014 13 00 23 B l gt K 4 P A y x E f Current Status LP Sales Data collection and call summary Available 1 4 times Data Collection Start time Q amp Q In Progress Q 15 S heal 4 be 27 01 2014 29 Waiting Data Granularity Interval Time gt 30 Min Hour Day Week 30 Eo Eo lt o 4 Call Summary Start time Tre o lt iii o soe 2710112014 Call Summary Reset interval Time gt 30 Select the data collection snapshot start time This is the time at which the system will begin to store call information on the skill set in the Skill set Reports database The Data Granularity Interval defines the duration of each snapshot The Call Summary Start time is the time at which the data displayed in the Call Summary for the skill set on the right hand side of this display is first reset This is normally the same as the Data Collection Start time The Call Summary Reset Interval is the period before which the Call Summary running totals displayed on this page are reset to zero The Reset Interval should normally be a multiple of the Data Granularity Interval Click the green arrow at the bottom of the page to save the changes 09 10 2014 13 11 20 e A ai T A Current Status Call Summary TE Sales P Available 1 4 amp In Progress Qe 29 Waiting Qe Enable Disable Other Settings BE Bee meneree
13. gth longest call and idle time can be displayed DM 1069 Rev 3 Page 5 2 Setting up the Contact Centre Contact Centre 2 1 Names for the Skill Sets The contact centre contains 20 skill sets of agents Each skill set has a number and name and you should change the name to describe the skill set Examples could be Sales Campaign 820 or Sales Standard 821 You may change the names and numbers by clicking on the links Skill set Numbers and Skill Set Names filling in the white fields and pressing Save DM 1069 Rev 3 External Numbers Time Settings Day Night Ringing System Settings a User Settings a Day Night Switch Times Set Time Zone Automatic Maintenance Time Miscellaneous Timers ernal Number List Ringing Assignment Ringing Cadences SIP Trunks Names for External Numbers SIP Accounts Trunk Settings runk Access Codes runk Access Priority PBX Lines hecens Conti Skillset Skillset Attributes Fallback to Operator All Wall Displays External number priority upport Team 822 kill set 824 eam 825 eam 826 eam 827 all Centre 828 all Centre 829 all Centre 830 all Centre 831 all Centre 832 all Centre 833 all Centre 834 all Centre 835 all Centre 836 all Centre 837 all Centre 838 all Centre 839 Sales Campaign 820 Team 825 000 Team 826 Team 827 Call Centre 828 Call Centre 829 Call Centre 830 Call Centre
14. ls into the skill set by adding agents using a simple drag and drop interface Live status over view of the skill set and all its agents Reports regarding the performance of the skill set and its agents Quickly add remove login logout using drag amp drop portal interface Adding a message to the wall display Call Record can be emailed to Agent and Supervisor as wav file Live listen in Supervisor can connect into an agent call silently but can un mute if needed e Supervisor takeover of a call from an agent several logins to the skill set web portal are possible allowing for more than one supervisor over seeing and controlling the skill set pool Skill set Reporting The skill set supervisor can generate reports based on over all skill set statistics and on a per agent basis also allowing the option to set a date time window for such reports as Longest average wait times Longest average call times Max number of calls Number of call per day No of abandoned calls Agent League table These reports can be viewed on the browser screen printed out or saved as a file Also the raw data may be exported to allow further analysis Wall Displays Live wall displays give real time performance for each skill set pool Statistics are continuously updated for call queues answered calls abandoned calls calls answered by voicemail calls forwarded to other skill sets For an individual agent statistics such as average call len
15. remote networked users within the skill set may be shown on this page Select Networked User or Group DM 1069 Rev 3 Page 8 Contact Centre 2 3 Select the type of Call Distribution for the Skill set On the Skill set Attributes page you can choose how calls are distributed to the agents in the skill set group e Ring All The incoming call is offered to all members of the skill set simultaneously e Cyclic Start The incoming call is presented to an agent and if not answered moves around the other agents in a cycle The starting pointed the cycle is also rotated e Priority Routing The incoming call is always offered to the first member of the skill set pool then to the second member then to the third and so on Agents can be ranked in the skill set pool in ascending order of skill so that calls are offered to the lower skill sets first e Longest Idle calls are first offered to the longest idle agent e Longest Idle Internal calls are first offered to the agent who has been idle the longest based on internal calls only e Longest Idle External calls are first offered to the agent who has been idle the longest based on external calls only You may also select a leader for each skill set The leader of the skill set can access the voice mailbox of the skill set to listen to the voice messages You may also set the PIN code for the skill set mailbox and set a limit to the number of voicemail messages DM
16. troduction The Opera Cloud PBX and the Opera 240 hardware PBX have an Integrated Contact Centre which is enabled by licence key The Contact Centre options on the system are typically used in companies which have a group of people working together for example Tele Sales Service Calls Reservations An Order Desk Multiple Receptionists or in any situation where a group of employees need to operate effectively as a team handling calls of a similar nature in a Work Group The Contact Centre offers advanced features that allow businesses to provide a professional level of service to inbound customer callers e 240 Agents e 50 Skill sets e 200 Automated attendant announcements e Call Transfer and Overflow e Agent and Supervisor Log In Log Out e Agent Wrap up time e Queue Status Wallboards Colour thresholds for key call parameters per skill set e Agent Priority on Skill level e Skill set Mailboxes e Agent and Skill set reports Incoming calls to a skill set pool of agents may be e Routed on a dedicated inbound number destined to that skill set e Transferred to another skill set or the Operator e Queued on the Auto Attendant Call Distribution Calls presented to a skill set pool may be distributed in a number of ways e Ring All The incoming call is offered to all members of the skill set simultaneously e Cyclic Start The incoming call is presented to an agent and if not answered moves around the other agents in a c
17. ycle The starting agent in the cycle is also rotated DM 1069 Rev 3 Page 3 Contact Centre e Priority Routing The incoming call is always offered to the first member of the skill set pool then to the second member then to the third and so on Agents can be ranked in the skill set pool in ascending order of skill so that calls are offered to the lower skill sets first e Longest Idle calls are first offered to the longest idle agent e Longest Idle Internal calls are first offered to the agent who has been idle the longest based on internal calls only e Longest Idle External calls are first offered to the agent who has been idle the longest based on external calls only Call Queuing Auto Attendant and Voice Mail Incoming callers can be routed to the appropriate skill set based on the number they have dialled They are offered a menu of choices to further route the call to the appropriate agent and the system can play messages while they are queued waiting for an agent For example a typical message could be Thank you for calling an operator will answer your call shortly alternatively dial 5 for Sales dial 6 for Service dial 7 for Transport or hold for the operator The call is then routed to the relevant skill set This significantly reduces call congestion and workload on operators Call Overflow When a pool of agents is fully occupied with calls new incoming calls may be overflowed to a different skill set pool or
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