call center v2.0 for ipbrick...

Call Center v2.0 for IPBRICK Guide

iPortalMais

October 10, 2013

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1 Introduction

Organizations use call centers as a way to interact and build relationships withtheir customers.

Being aware of the importance of such a service, iPortalmais, has developed asoftware package aimed at providing you with a solution to implement a call centerwith IPBRICK.

This document describes the features of the module Callcenter4IPBRICK andhow to install and configure it.

2 Requirements

• The 2.0 version of Call Center can be installed both on an IPBRICK 5.2 or onan IPBRICK 5.3.

• For both IPBRICK versions, the Call Center depends of the queuestats4ipbrick0.3-1 package.

• If the IPBRICK is a 5.2 it will also depend of its update 05.

• The 2.0 version of Call Center is equivalent to the 1.0 version with its 12updates installed.

• The 2.0 version of Call Center can be installed over a 1.0 version (with anyupdate installed) that it will migrate it to the new version.

• The Callcenter4IPBRICK module will also require an IPBRICK license withspecific support to the Callcenter4IPBRICK module.

• To acquire the new license, please send the file.dat to [email protected]

For more information please contact us at: [email protected]

3 Installation

Please access the IPBRICK’s web interface and install these packages in orderat:

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mailto:[email protected]

mailto:[email protected]

Advanced Configurations > IPBRICK > Update

1. ipbrick-queuestats-0.3-1_all

2. callcenter4ipbrick_v2_0_all.deb

3. NOTE: The following updates (1 to 4) are only to be installed in an IPBRICK5.3. Please, do not install them if you have a 5.2 version;

• callcenter4ipbrick_update_01_v2_0_all.deb




4. Apply configurations;

5. If the IPBRICK where you installed the updates is not your DNS server, addthese entries in your network DNS server resolving to the IPBRICK’s IP address(replace yourdomain.com with the correct domain):

(a) callcenter.yourdomain.com

(b) queuestats.yourdomain.com

(c) webphone.yourdomain.com

4 Short Glossary

1. Agent - IPBRICK user that has a numeric PIN

(a) Configured at:IPBRICK.GT > Voip > Users Management.It can be static or dynamic, with waiting modes, callback or music onhold and belong to one or more call queues.

2. Supervisor - User that manages one or more call queue and the agents thatbelong to them. It can add or remove dynamic agents from a call queue inreal time, pause or unpause agents and log them in or out they can join callsreceived by agents, hear them and coach the agent. A supervisor will also haveaccess to all statistics pertaining to queues and agents that he manages.

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5 Configuration

5.1 IPBRICK’s Configuration

Access the IPBRICK’s web interface.

Add users at IPBRICK.I > Users Management. These will be the call queueagents and/or supervisors.

Insert phone or workstation + phone type of machines atIPBRICK.I > Machines Management.These will be the phones where the users will log in to answer the call queues.

Create one or more call queue(s) inIPBRICK.GT > Voip > Functions > Inbound > Call queues.

Optional : Add to each of the call queues one or more supervisors by accessing:

IPBRICK.GT > Voip > Functions > Inbound > Call queues,click on the name of the call queue and then on Supervisors. To add a supervisorselect the users from the left and move them to the right.

Create a default access class in:

IPBRICK.GT > Voip > Functions > Outbound > Access class

If you wish to use BLF or allow the users to make only calls to some destinationsand that these calls be marked as theirs in call statistics. Add all the phones thatwill use BLF to a lower permissions access class by clicking on Members in that accessclass and moving the phones to the right side.

In IPBRICK.GT > Voip > Users Management click on each of the users and thenin Modify. Define a different numeric PIN for each of the agents and add them tothe call queues they’re going to answer as dynamic or static members.

If they’re configured as static members they’ll be answering the call queues they’rein by default without any further configuration. If they’re configured as dynamicthey’ll start out of the queue and a supervisor will need to add them to the respec-

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tive queues in the Call Center web interface. Define whether the agent is of typeMusic on hold or Callback.

The phone of a Callback agent will ring when a call enters one of its queues.

When an agent defined as Music on hold logs in he starts to listen to music andwhen a call enters the queue it is automatically answered (or is answered when theagent accepts it by dialing # depending on the configuration). If he hangs up thephone he automatically logs out.

Add the users and supervisors to their access class.

In Telephony � Configurations there are additional call center options. It ispossible to define a key sequence to enable/disable the following agent actions:

1. Pause/Unpause agents - When active this option enables the agent to stop /restart receiving calls by dialing a key sequence in his phone. Despite beinglogged in, the paused agents will not receive any calls until they are unpaused.This is useful in short breaks or when the agent needs extra time to wrap upthe last call.

2. Calls to supervisor - When active, it enables an agent to call the supervisors ofthe call queue(s) they belong, by dialing on their phone a key sequence. Thisfeature enables the agents to call for help or support when needed, regardlessof which supervisor is on duty;

3. Hangup call by DTMF - Specially useful to agents of type Music on hold, thisfeature enables an agent to terminate a call queue call without hanging up onthe phone by dialing the correct key sequence while on call.

4. Dial # to accept call - When enabled the calls in the call queue are distributedas usual but an agent only starts speaking with the customers after pressing #on the phone.

These key sequences may be set as speed dials to make it easier for the agents touse these features.

The option Enable user webphones will activate the web-phones in the callqueue web interface. Instead of having to register their phones and logging in agents

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will use the webphone included in the web interface.

It is possible to define a global wrap up time for agents by setting a time inseconds in the option Wrap up time after call received. During this time anagent will not receive any calls from the call queues.

5.2 Phone Configuration

All phones should be configured to register in port 5090 of IPBRICK. If it isintended to use BLF, the phones must belong to an access class. If the phone hasadditional keys, these can be set to monitor the state of agents, on the supervisor’sphone, or to tell the agent if he is logged in on his phone. The pause/unpause andthe call supervisor features can be set on the phone as a speed dial.

To check the status of an agent on a supervisor phone the BLF key must be setto monitor: Agent_PIN (replace PIN by the PIN of the agent to be monitored)

On an agent phone to enable the user to see his state set the BLF key to monitor:Agentinphone_PHONE (replace PHONE by the SIP login of the phone your configuring)

When the agent is logged the BLF key on his phone and on the supervisors’ phoneshould be lit.

6 Call Center’s Web Interface

6.1 Web interface access

To access the Call Center web interface, the user must be an agent or an super-visor. One user can be agent and supervisor simultaneously.

A supervisor user has more available features than an agent, eg: the campaignsfeature is only available to supervisor users.

The URL to access Call Center web interface is: callcenter.yourdomain.com

(please don’t forget to replace yourdomain.com with the correct domain).

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Figure 1: IPBRICK Call Center Login

6.2 Control Bar

The control bar is a pop-up window that shows in real time a resumed informationon call queues, users state, etc.

Figure 2: IPBRICK Call Center Control Bar

Each colored icon represents a set of data, ranging from Waiting Calls toUnavailable users, hover with the cursor over the icon to visualize what the iconrepresents.

You may also hover with the cursor over a numeric value (not zero) to accessmore information, such as: Agent’s names, call source numbers, etc.

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Figure 3: IPBRICK Call Center Control Bar Icon Info

It can also be used to login and logout of the desired phone. If enabled in IP-BRICK configurations, it will also provide a web-phone.

If you click on the Login button, you will be prompted to insert the extension ofthe phone you desire to access.

Figure 4: Phone extension

After a brief moment, the control bar will display the phone’s information and abutton to Make call.

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Figure 5: Control bar - logged in ext. 200

NOTE: A supervisor will access the information on any agent. An agent willonly access to its own information. It’s possible to concede to an agent informationregarding the call queue he or she belongs. To do this, access the IPBRICK WebInterface and go to:

Advanced Configurations > Telephony > Configurations

Figure 6: IPBRICK Interface - Call center options

At the Call Center options click on the Modify link and select YES in Allow members....

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Figure 7: IPBRICK Interface - Call center options Modify page

6.3 Users Groups State

This page shows a list with all user groups.

Figure 8: Users Groups State Page

NOTE: User groups can be configured, by the supervisor, at the Configurationsmenu.

There’s an option to show users and if you intend to visualize information bygroup or users by group, you should select the desired groups and open the pop-outwindow by clicking on the detach icon.

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Figure 9: Pop out icon

At the new window you will be able to see a table with information, regardingeach group, with the number of free,busy, unavailable and paused users.

Figure 10: User Groups state Table

If the Show Users option was ticked, you will also be able to check status of eachgroup member.

Figure 11: User Groups state Table with User Info

If a user is unavailable he or she will be highlighted in red.

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6.4 User State

In this page the user can visualize, in real time, two kinds of data.

On the top, the current users are shown and it’s possible to login or logout, calla user, call a supervisor, etc.

All the displayed information (even in Dashboard mode) is dynamic and presents,alphabetically, first the logged users and last the unlogged ones.

Figure 12: Current Users

On the bottom half of the page, the call queue user states are displayed. Hereare listed all the call queues user states: names, users, total received calls, the dateof the last call, the state and it’s possible to pause/unpause a user.

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Figure 13: Call queue user state

It’s possible to open a new window (Dashboard mode) if you select one, severalor even all users and click on the detach (pop out) icon.

Figure 14: Pop out icon

Figure 15: Pop out window

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6.5 Call Queue State

This page lists all the queues in real time. It displays the number of waiting calls,active calls, waiting time, answered calls, unanswered calls, current users, unavailableusers and users on pause. As in the User State list, the displayed information isdynamic and alphabetically ordered, presenting first the queues with waiting calls,followed by the ones with ongoing calls and last all others.

Figure 16: Call Queue State page

It is also possible to detach this page (pop out) with all or just a selection of callqueues. The new window will display the service level color code of each selectedcall queues (check the Configurations - Service level section of this document).

Figure 17: Call Queue State detached page

If the Dashboard - Use color alerts and Dashboard - identify calls with

queues waiting for more than settings are active (please consult the Configura-tions - General section of this document), a color code is used to better illustratethe results:

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• Yellow - Indicates that there’s a call waiting;

• Blue - Means you have ongoing calls;

• Orange - Shows queues that have no agents logged in;

• Red - Warns you that all the logged agents are paused or that there’s a call onhold for more than X period of time.

In these situations, not only is the name of the queue highlighted in a certaincolor, but also the field that prompted the corresponding code.

6.6 Finished Calls

Depending if you are a supervisor or agent, this page will display all finishedcall statistics or only just the ones pertaining to an agent. As in the IPBRICK webinterface, it is possible to filter the information according to many types of searchcriteria.

Figure 18: Finished Calls page

Select the desired criteria by checking the appropriate boxes in Show fields:

• Show user

• Show source number

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• Show destination address

• Show final destination address

• Show used routes

• Show fall-back

• Show result

• Show call start date

• Show ring time

• Show call length

• Show total packets

• Show lost packets

• Show jitter

• Show lag

• Show codec

• Show signaling

• Show source IP

• Show transfers or selecting

You may also type or select a filter by field:

• User: Type the name of the user;

• Source address: Type the source address;

• Destination address: Type the destination address;

• Final destination address: Type the final destination address;

• Source IP: Type the source IP;

• Result: Select the call result;

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• Used route: Select the used route, it can be a call queue;

• Show only in period: If you uncheck this option, the system will retrieve allcalls, regardless of period. Click on the calendar icon to select the start andend date. In order to speed up the period selection, you will have availablequick links for these periods:

Today — Yesterday — This month — Last month — This year — Last year

When you click on the Filter button the system will retrieve the finished callsstatistics that complied to your search criteria. There’s also the possibility of ex-porting the results to an .CSV file. The Filter link returns you to the filter page.

Figure 19: Filter results

The presented data is organized in a table, presenting these columns:

User, Source Address, Final Destination, Address Route, Result, Start and Ringtime Duration.

The # column assigns a number to each call, if you click on that number you willaccess the call details.

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Figure 20: Call Details

Each underlined element, be it a user name, a destination address or even a route,is a link that will filter the presented information. For instance, if you click on theuser’s name the page will only display calls attributed to that user.

6.7 Statistics

The statistics feature is divided into six categories:

1. General - A broad-ranging statistic report of users and queues.

At the filter you may select which call queue, the time period and the type ofreport (Detail or the more abbreviated Resume)

Figure 21: Statistics - General

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A result should present user and call queue data, average calltimes and waitingtimes, etc.

Note: Sometimes, the number of calls may vary, between user and call queuedata, since user data takes into account call transfers, while call queue datadoes not (for additional info, regarding statistics, please consult the ImportantInformation section of this document).

Figure 22: Statistics - General - Result

Important Note: Occasionally it may appear a blank line at the User field.This line, in statistics, purports to transfers made to phones that hadn’t nologged agent.

Figure 23: Statistics - General - Blank line

2. Productivity - Statistic report geared towards the agent’s productivity.

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At the filter you may select which user and call queue, the time period andthe type of report (Detail by Agent, Detail by Call Queue or the moreabbreviated Resume).

Figure 24: Statistics - Productivity

The result should present user and call queue data (according to your filterselections) ordered by Period and with the number of Outgoing and AnsweredCalls, their corresponding average and total call and waiting times.

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Figure 25: Statistics - Productivity - Result

3. Queues Productivity - Statistic Report offering you data concerning queuesefficiency.

At the filter you may select which call queue, the time period and the type ofreport (Detail or the more abbreviated Resume)

Figure 26: Statistics - Queues Productivity

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The result should present call queue data ordered by Period and with the totaland average times concerning answered, lost, waiting and received calls, theircorresponding averages and total and average talk times.

Figure 27: Statistics - Queues Productivity - Result

4. Answered Resume - This Report presents information regarding Agent’s callanswering times.

In terms of filtering options, you may select which user and call queue, the Ref-erence waiting time, the time period and the type of report (Detail by Agent,Detail by agent and queue or the more abbreviated Resume).

Figure 28: Statistics - Answered Resume

The result should present user or call queue data (according to your filterselections) ordered by Period and with the total number of calls, their maximum

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waiting time average and, in terms of Answering times, they will be orderedaccording to the Reference waiting time specified at the filter page.

Figure 29: Statistics - Answered Resume - Result

5. General Resume - Statistic report presenting the call queues answering times.

At the filter you may select which call queue, the time period, the referencewaiting time and the type of report (Detail or the more abbreviated Resume).It’s also possible to group results by day, or month, and to show or hide calldetails.

Figure 30: Statistics - General Resume

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The result should present call queue answer time stats, ordered by day or month(according to your filter selections).

Figure 31: Statistics - General Resume - Results

6. Unanswered Resume - This report presents waiting time data regarding lostcalls.

In terms of filtering options, you may select the call queue, the Referencewaiting time, the time period and the type of report (Detail or the moreabbreviated Resume), it’s also possible to group results by hour or day.

Figure 32: Statistics - Unanswered Resume

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Important Note: As stated previously, some discrepancies may arise from thefact that, the number of calls may be different, when comparing data from callqueues to agents. You should take into account that, agent related data countscalls transfers, while call queue data does not. For instance, several agents, assignedto a call queue, may transfer one call several times (for additional info, regardingstatistics, please consult the Important Information section of this document).

6.8 Unanswered Calls

Unanswered Calls will present a list of all unanswered calls as well as the nameof the agent to which the call was destined to.

At the Filter page you may selected all or which call queue as well as the timeperiod to which retrieve the information.

Figure 33: Statistics - Unanswered Calls

The result will present a list with the lost number and if you click on the + linkit will display the agent assigned to it.

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Figure 34: Statistics - Unanswered Calls - Result

6.9 Authentication History

In authentication history it’s possible to see a resumed information about the totaltime that a user has been logged in and paused/unpaused. To see more detailed dataclick on Details or on a user login. It is also possible to filter the results.

Figure 35: Statistics - Authentication History

6.10 Users Management

Only supervisors are granted access to this page. Here it’s possible to allocateonly Dynamic Agents to the different call queues.

The page will present all the created call queues. If you click on a call queuename you will be able to manage which Dynamic Agents are to be assigned to it.

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Figure 36: Users Management

6.11 Campaigns Short Guide

The campaigns feature enables you to automatically make calls to phone numbersassociated with the campaigns target.

This process is triggered automatically without the agents knowing that the call isbeing made. If the destination number answers, the call will be routed to a callqueue.When the call enters the callqueue, that destination number receives a pre-recordedmessage that informs him that the call is a telemarketing campaign.

1. Create a campaign:

• Left menu → Campaigns � List Campaigns

• Click on Insert

• Configure a name for the campaign, the number where the calls will bedelivered (this should be the direct access SIP number of a callqueue), thetime interval between trying to contact the same client and the maximumnumber of tries.

2. Insert clients to a campaign:

• Left menu → Campaigns � Show customers

• Select a campaign

• Upload CSV file (see the example shown in CSV file structure)

3. Insert Callwindows (period of time in which the campaign will be valid)

• Left menu → Campaigns � Callwindows

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• Click on Insert

• Select one specific month or leave the default value (All), select the dayof the month, select the week day, select the start and stop hour (if thehours are left as 0:00 all hours will be valid) and the call prefix.

• Insert the desired value for the maximum number of simultaneous callsfor this callwindow.

• It is possible to associate more than one callwindow to a campaign, thisway its is possible to configure several time windows by hours, days ormonths.

4. Configure the global maximum number of simultaneous calls:

• Left menu → Campaign configuration

By default the value is 1. This value can be raised to the desired value.

5. Strategies configuration:

• Left menu → Strategies management

Here it’s possible to associate a campaign strategy, to an IPBRICK IVR.Having a IPBRICK IVR associated, the call after being answered by theclient will be delivered in that IVR instead of the callqueue configured inthe campaign.To insert a strategy it’s mandatory to configure the ”number” (identifica-tion of the strategy used in the csv files) and a name.

6. Start or stop a campaign:

• After configuring all the data of a campaign:

• Left menu → Campaigns � List Campaigns

• Click on Action of the desired campaign

7. See a campaign status:

• Left menu → Campaigns � Show customers


• It’s shown a resume by client, to see more details, click in the desiredclient.

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8. Clients CSV file structure:

Field A - Client’s nameField B - Callback number (optional - phone number to show in the customer’sphone)Field C - Amount due (optional - customer’s debt amount)Field D - Brand (optional)Field E - Product (optional)Field F - Account number (optional)Field G - NIB (optional)Field H - Entity (optional)Field I - Reference (optional)Field J - Phone1Field K - Phone2 (optional)Field L - Phone3 (optional)Field M - Phone4 (optional)Field N - Phone5 (optional)Field O - Inspector (optional)Field P - Strategy

Note: All fields should be separated by ;

This is an example of how a CSV file will look like:

ACME;226199260;10607;62;GF1;123456789012345;234879283474239;;;100;;;;;

Group A;4

John Doe;226199260;10607;63;GF2;123456789012346;234879283474240;;;200;;;;;

Inspector 2;4

Client 3;226199261;10608;64;GF3;123456789012347;234879283474241;;;300;;;;;

Peter;4

9. Campaigns CSV file structure:Field A - Callwindow month (1-January, 2-February, etc);Field B - Callwindow day (1,2,3,4,5,etc);Field C - Callwindow week day (1-Monday, 2-Tuesday, etc);Field D - Callwindow start hour;Field E - Callwindow end hour;

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Field F - Pre-routing prefix;Field G - Callwindow maximum number of simultaneous calls;

Note: All fields should be separated by ;

This is an example of how a CSV file will look like:

1;1;1;1300;1500;;5

2;0;0;0;0;;10

3;0;0;0;0;345;15

6.12 Configurations

The Configurations menu is only available to supervisors, since it implementschanges to system settings.

6.12.1 General

At the General configurations page you will be able to alter many of the system’sdefault configurations. To do so, please click on the Modify link.

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Figure 37: General Configurations

These are the editable settings:

• Logo: It’s possible to customize your Call Center web interface by displayingyour logo or any type of image you wish to use (.jpeg, .png or .gif only);

• Default open page: You may choose which page will be displayed when youlog in (by default: Statistics - General);

• Session timeout: As a security measure the session will end automaticallyafter X number of minutes (by default, 60 minutes);

• Automatic agent logout time when phone fails: By default, 120 seconds,If you insert a zero this feature is disabled, i.e: the Agent won’t be logged out;

• Dashboard-Identify queues with calls waiting for more than: If a callis waiting more than one minute it will be flagged by the system. If you type0 this feature will be disabled;

• Dashboard - Use color alerts: By default, Yes

• Automatically open Control bar on login: Choose if the control bar openswhen a user logs in (Supervisors: by default, No Agents: by default, No);

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• Minimal waiting time to consider call as lost: By default, 1 second

• Statistics - Default reference waiting time: By default, 15,30,60 seconds

Figure 38: General configurations modify page

Confirm your changes by clicking on the Modify button.

6.12.2 Service Level

Service level describes, usually in measurable terms, the services a call center ser-vice provider furnishes a customer within a given time period. In call center metric,service level measures the percentage of incoming calls that an agent answers live inan established amount of time.

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For example, a service level of 90% can be achieved if 9 out of every 10 phonecalls are answered before the established time limit.

At the Service level page, you will find a list with all the created call queues.

Figure 39: Configurations - Service Level

If you click on the name of the call queue, it will be possible to set that call queueservice level.

Figure 40: Service Level edit page

These are the available fields:

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• Call queue: This field is obviously non-editable and identifies the selected callqueue;

• Service Level: Insert the number of seconds that will act as time limit for acall to be answered (by default, 15 seconds);

• Color scheme: By default, the color scheme follows the traditional layout ofgreen (indicating that the queue is answering the calls as expected), orangetells you that the queue isn’t responding as planned and, finally, red warningyou that the call queue isn’t able to cope with the established amount of time,but it’s possible to select other colors. To configure the threshold betweenstates insert the desired values (by default 85% and 90%).

The Call queue state page will display this color code when you detach the win-dow.

Figure 41: Call Queue State detached page

6.12.3 Pause Descriptions

This page let’s you create types of work pauses (e.g.: Coffee Break). Thesedescriptions will be available for selection whenever an agent pauses his/her service.

Figure 42: Pause Descriptions page

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Click on the Insert link to open a new page were you will be able to fill the formwith the pause’s description.

Figure 43: Pause Description form

Click on the Insert button to save the Pause. After insertion, you will be able toview the new pause description’s name.

Figure 44: Pause Descriptions page with a new entry

If you click on the pause description’s name you will be able to modify or deleteit.

6.12.4 User Groups

Here you may create User Groups (e.g.: Customer Support Team) and selectwhich users will be part of them.

Figure 45: User Groups page

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First click on the Insert link to create a new group and on the newly presentedpage, type the group’s name and a brief description.

Figure 46: User Groups Insert Page

Click on the Insert button to save the new group. After insertion you will be ableto modify or delete it, simply by clicking on the corresponding link.

Figure 47: User Groups Page (new group inserted)

It will now be possible to add users to the newly created group. To do this, justclick on the Users Modify link, and on the new page simply select the available userand transfer them from the list of Member Users by clicking on the button pointingto the correct list.

Likewise, you can remove a user from a group simply by selecting him from the

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Member Users box and transfer him to the Available users box, by clicking on thebutton pointing to the correct list.

Figure 48: User Groups Members Modify Page

7 Important Information

Call transfers are only correctly detected, interpreted and processed if they aremade by the IPBRICK server.

If a call transfer is made by an internal functionality of the phone, rather than byyour IPBRICK server, it will not count as a transfer, but rather as a new call thatwill not be associated with the original one.

At the IPBRICK server’s web interface, access the following page:

Advanced Configurations > Telephony > Configurations > General options

The parameter Attended transfer must be active. By default, the code is * 1

Agents wishing to transfer a call need only to dial the code followed by the phone’sextension.

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