Confidential © 2000 CosmoCom, Inc.

CCU Basic Operations

CosmoCall Universe 5.1

by Mark Stuart

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Agenda – Day 1

CosmoCall Universe 5.1 Overview CCU System Interfaces Acronyms and URLs Agent and Call types

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Agenda – Day 1

Agent Operations Login / logout, Go Available / Go Unavailable Answer / transfer / put on hold / hang up Telephone, Email, Chat CosmoTracker & mini Wallboard Web Agent Guide Agent Exercises

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Agenda – Day 1

Supervisor Operations Supervisor Monitoring Real Time / Wallboard Historical Reports CosmoCorder Documentation Supervisor Exercises

Agent Integration Demonstration

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Agenda – Day 1

Tenant Administrator Operations CCU Routing and Prioritization Configuring a Tenant using WebAdministrator

Skills, Queues, Groups, & Personnel Permission Profiles Applications Folders Wrap up codes & Release codes

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Agenda – Day 2

CosmoDialer - Configuring Campaigns Service Requests

Verifying Symptoms and Scope Gathering Logs Provide the All required information

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Agenda – Day 2 Introduction to CosmoDesigner

Using CosmoDesigner Applications and Rules

Coordinating WebAdministrator Queues and Skills with Designer Loading XML and WAV files into tenant’s Web

Directories CosmoDesigner Script Service Requests

Exam Written section: 20 multiple choice questions – 1 hour Practical section: 4 part practical exercise – 2 hours

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CosmoCall Universe 5.1 Overview

CCU System Interfaces Acronyms and URLs Agent and Call types

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CCU System Interfaces CosmoAgent (Agent or Supervisor)

Mail (OWA) RealTimeReports (Supervisor) Wallboard Historical Reports (Supervisor) CosmoCorder (Supervisor) CosmoTracker WebAdministrator (Administrator) CosmoDesigner (Call Flow Designer) Campaign Manager (Administrator)

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CosmoAgent

Answer Phone, Email and Chat calls.

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CosmoAgent – Mail Tab Uses OWA to access email and folders.

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RealTimeReports Live Call and Agent status, by group or Queue

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Wallboard Live Call and Agent status, by Queue

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Historical Reports

Shows all calls completed for a date and time period, export to csv or excel files.

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CosmoCorder

Plays back recorded calls with agents; can be searched by DNIS, Agent name, etc.

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CosmoTracker

CosmoTracker tracks all call activities. Can be accessed directly or easily

integrated with CCU Agent.

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WebAdministrator

Tenant Administrator(s) and sub administrators

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CosmoDesigner

CosmoDesigner is a tool for designing Call Flow scripts using a graphic interface.

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Campaign Manager

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Acronyms

CSR – Customer Service Representative OWA – Outlook Web Access MWA – Message Web Access RTR – Real Time Reports A2A – Agent to Agent (Voice Call) AIS – Agent Interaction Server APS – Agent Proxy Server DP – Dialing Plan

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URLs

CosmoAgent URL – http://ccu-a.domaina.com/cosmoagent

RTR – Real Time Reports URL – http://ccu-a.domaina.com/realtimereports

Historical reports URL – http://sql-a.domaina.com/reports

CosmoCorder URL – http://sql-a.domaina.com/cosmocorder

Wallboard – http://ccu-a.domaina.com/ccwallboard

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Agent types

Web Agent URL – http://ccu-a.domaina.com/cosmoagent

Desktop Agent Agent.msi creates Agent Workstation desktop

icon. Hybrid Agent

Agent – Preferences: use voice device Can be set by administrator

Phone Agent Call a script, enter numerical user name and

password.

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Call types

VoIP – Phone Call Inbound Outbound Campaign (called by Dialer) Agent to Agent (Voice) Video (IVVR) Direct Inward Dial

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Call types

Email Text Voicemail (WAV file attachment) Callback (Delivery Date and Time, Number) Outbound Personal Email (InBox instead of Folder)

Chat Text With Audio (2-way) With Video (1-way or 2-way) With Collaborative Web Browsing

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Agent Operations

A. Launch / Login the Agent program / Close the Agent program

B. Go Available / Go Unavailable / Chose a release code

C. Calls (All Media) – answer / transfer / accept transfer / put on hold / answer from on hold / Hang up

1. Telephone calls – Agent to Agent call / Conference

2. Email calls – Text / VoiceMail

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Launch / Login the Agent program

Navigate to the virtual directory cosmoagent to launch the agent.

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Login the Agent

Enter the Windows Account (UPN Login) and Password, then click OK.

UPN logins look like email addresses:Agent@tenant.Domain.com

Passwords MUST meet the domain security password complexity requirements.

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Go Available

Click on the Availability button in the upper left corner of the window to make your agent available to answer calls.

The “Availability ” button will change from a RED ball to a Green ball.

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Go Available

Right Clicking on the Enhanced Web Agent system tray icon and clicking “Go Available” or pressing Win-F3 will also make your agent available to answer calls.

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Go Unavailable

Clicking on the Availability button, on Go Released or pressing Win-F3 will make your agent unavailable to answer calls.

Choose a release code from the menu.

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Logout the Agent

To Logout the Agent, click on the Logout link in the upper right corner of the window.

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Answering Calls

Click on the Green Answer button on the right side of the Web Agent Screen to answer calls.

Win-F4 or clicking on Answer in the System Tray Icon Menu will also answer the call.

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Transferring CallsClick on the Xfer/Conf button under Line-1 to transfer or conference calls.

The call can be transferred to an agent, a phone or to a system queue, script or for messages a folder.

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Putting Calls on Hold

Click on the Hold button under Line-1 to put a call on hold.

To pick up a call on hold, click the Hold button again.

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Hanging up Calls

Click on the RED Hang Up button to end a call.Clicking on Hang Up in the Web Agent System Tray menu, or pressing WIN-F12 will also hang up a call.

Choose a wrap-up code and enter any comments about the call.

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Outbound Telephone Calls

Click on the GREEN Phone Icon to make a call.

Click on the Speed Dials or Agents Tab.

Or click on the Dial Pad and enter the new number.

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Email CallsEmails can be text emails that can be sent an email reply or forwarded to another email address.

Emails can also have attachments: WAV files for Voicemails, which require a phone call to answer.

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Canned Phrases

Canned phrases can be used to answer emails or Chat calls.

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Defer Email Calls

Emails can be deferred and answered later. If they stay in the deferred folder too

long they can be routed to another agent to be answered.

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Email History

Email history shows all email replies related to the

original email call.

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Queues Folders

Agents can see folders assigned to their group or permission profile. Agents can

PULL emails or wait until the system routes

the email.

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Chat Calls

Chat calls are only inbound. Agents can open a Co Browsing window to guide a caller through web Pages.

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CosmoTracker

Calls are activities, assign them to cases and accounts.

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Mini Wallboard

Shows Queues agent is servicing, How many calls are in queue, and how long the

oldest call has been waiting.

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Web Agent Guide

Agent Help link in Web Agent https://support.cosmocom.com Printable Web Agent Guide - CCU 5.1.pdf

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Agent Exercises

Agent Launch an agent Make your agent available Answer calls: Phone, email, chat Hang up a call, choose a wrap-up code Make an outbound call

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Agent

Launch the agent User Name, Password

Make your agent available Choose a release code when becoming

unavailable. Answer CCU “Calls”

Telephone E-Mail

Text VoiceMail

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Agent

Telephone Put a call on Hold Transfer a call

To a Phone Number To another Agent To the System

E-Mail Reply to an E-mail

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Agent

Choose a wrap-up code after hang-up Make an outbound call

Dial Speed Dial Agent to Agent

Menus and Hot Keys Change the Agent’s password

Change Agent Preferences

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Supervisor Operations

Supervisor Monitoring Real Time / Wallboard Historical Reports CosmoCorder Documentation Supervisor Exercises

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Supervisor Monitoring

Supervisor MonitoringHas 2 steps1. Select the agent tobe monitored.2. Select the mode.

Agents in any group orTeam supervised by thissupervisor can bemonitored.

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Monitoring Modes

Silent – The Supervisor can auditthe agents.Whisper – The Supervisor canmentor the agents.Barge In – The Supervisor canassist the agent.

To change modes, the supervisorMust click the stop button.

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Real Time ReportsReal Time Reports – RTRDisplays all Call and Agent Data and has five displays: Call Center, Queues, Campaigns, Groups and Agents.

RTR indicates the status of all logged in Agents, # of Calls in queue and the longest waiting time in queue.

RTR also indicates if each Queue’s TQoS and Service Level is being met.

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Real Time ReportsRTR is documented in the supervisor guide

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Historical Reports

Historical Reports are documented in the Tenant Administrator Guide.

They are grouped into five catagories: ACD – Call center averages Agent – Calls answered, time in each state Queue – Service levels achieved or missed Event Audit Trail - individual call records Licensing Reports – agent license usage

reports Historical reports include all completed

calls

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Historical ReportsHistorical report data can be exported to a XML, CSV, TIFF, PDF, Web Archive or Excel file.

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Historical Reports

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Historical Reports

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CosmoCorder

CosmoCorder allows supervisors to access recordings of calls to agents from a web site. Calls can be searched for by ANI, DNIS, Agent or time of day.

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Documentation

Agent Documentation https://support.cosmocom.com/display/DOC/C

osmoCall+Universe+Web+Agent+User+Guide+Table+of+Contents

CosmoCall Universe Web Agent User Guide Supervisor Documentation

https://support.cosmocom.com/display/DOC/Introduction+-+Supervisor+CCU+5.0-5.1

Web-based Supervisor Guide Table of Contents

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Supervisor Exercises

Monitor an Agent in call. Access Real Time Reports. Access Historical Reports. Access CosmoCorder. Access Queues Folders. Access Supervisor Documentation.

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Web Agent Integration Demo

Edit Integration.js; change the variable IntegrationPresent = false to true

Then set the variable IntegrationTitle = “” to “CRMData” with a non breakable space in front to prevent cropping the first letter " MyCRMData” This will be the displayed label for the CRM window.

To Open a web page upon launching a web agent, edit the function Integration_AgentStarted(objAgent, objBrowser)

To do a screen pop when the agent is in the Ringing state edit the function Integration_NewCall(objCall, objBrowser)

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Original integration.js// <SCRIPT LANGUAGE="JavaScript">var IntegrationPresent = false;var IntegrationTitle = "";

function Integration_AgentStarted(objAgent, objBrowser){

//objBrowser.navigate("http://www.google.com");}

function Integration_AgentClosing(){}

function Integration_NewCall(objCall, objBrowser){}

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Edited integration.js

// <SCRIPT LANGUAGE="JavaScript">var IntegrationPresent = true;var IntegrationTitle = "&nbsp;CRMData";function Integration_AgentStarted(objAgent, objBrowser){

objBrowser.navigate("http://Trainer.Training.com/DTScripts/DBLookup.asp?CustID=");

}function Integration_AgentClosing(){}function Integration_NewCall(objCall, objBrowser){

var CRMData = objCall.CallInfo.OptPar.CustomerID;objBrowser.navigate(" http://Trainer.Training.com/DTScripts/DBLookup.asp?CustID =" + CRMData);

}

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Tenant Administrator Operations

CCU Routing and Prioritization Configuring a Tenant using

WebAdministrator Skills, Queues, Groups, & Personnel Permission Profiles Applications Folders Wrap up codes & Release codes

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CCU Routing And Prioritization

Tenant Determination Media specific tenant determination Default Tenant ID for phone calls Application Rules (XML Scripts) Event Flow Chart and Media Types Queue and Skill(s) Validation

Prioritization Primary and Secondary Queues Target Quality of Service (TQoS)

Agent Determination Skills are used to disqualify agents

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CCU Routing And Prioritization

Scripts for unanswered calls Call Rejection or InQueueTimeout Scripts Pickup Timeout or Call Aged Scripts

Real Time Report considerations RTR detail Handling calls within TQoS

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Tenant Determination

Media Specific Tenant Determination Tenant ID is set by the DNIS for Phone calls Tenant ID set by Public Folder for Emails Tenant ID is set by Tenant Name for Web calls.

Default Tenant ID for Phone calls If a Phone call’s DNIS does not match any

assigned in WebAdministrator, DNIS Pool, the call will be routed to the DefaultTenant, the Tenant whose ID = 0

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Application Rules(XML Scripts)

For Phone calls and emails, application rules are evaluated in ID order; the first application whose rule returns TRUE determines which set of scripts is run.

Rules can be in the form: TRUE DNIS=9404200 or MAILFOLDER=SalesEmail

Wildcards (*) and Placemarkers (?) can be used.

Web Calls ignore Rules, Application Name is set in the Web Call Page or a Default Application is set for the Tenant.

If none of the Applications return TRUE, the Default Application will run for any media call.

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IVR Script TimeoutIVR Timeout

Script

Call Arrival Script

Agent Picks Up Call

#1

[IVR]

Music On HoldWhile In Queue

script(Phone caller only)

Request to Queue Call

Call Queued

Call Routed to Agent

Phone Call Rejectedor

No Agents Response(Internet) Script

In Queue TimeoutScript

Pickup TimeoutScript

Reject

Timeout

Timeout

Phone CallerInternet Caller

Music On Holdscript

(Phone Calleronly)

In Call

Done

Hangup

Hold

Music On Holdscript

(Phone calleronly)

Transfer

Wait for Agent

#1

LegendGray shaded boxes=scripted eventWhite boxes=non-scripted event

(Call TerminationScript)

Post-CallProcessing

OK (new agent)or rejected

(same agent)

#1#2

#2

#2

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CCU Queue and Skill(s) Validation

After IVR, Call Arrival, InQueue Timeout, Pickup Timeout and CallRejected events where Terminate is set to no, the Queue and Skill(s) are validated and the Call is (re)submitted to the Call Management Server (CMS) for Accept or Reject Determination.

Emails with Invalid Queue or Skill(s) are placed in the Dead Letter Folder and NOT routed to Agents.

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Primary and Secondary Queues

Primary Queues are always answered first; Secondary Queues are only answered if:

No calls in any of the primary queues exist, or The next available agent does not “qualify” for any

calls in any of the primary queues. TQoS

If there are more than one Primary or Secondary queues assigned to a group, their relative priority is determined by setting the TQoS of each queue.

TQoS sets the arrival time bias for the call; calls are answered in arrival time (plus TQoS) order.

Skills Skills are used to Disqualify agents who do not have

at least all the skills of the call. Agents who do not qualify to answer a call will answer the next call in line they do qualify to answer.

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Queues and Skills

Calls Queues Agent Groups Agents

Skills SkillsSkillsTQOS

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Scripts to handle unanswered calls

Call Rejected or In Queue Timeout scripts If a call is rejected or reaches its In Queue

Timeout, scripts can offer Voicemail or send the call to the “Operator”.

Pickup Timeout or Call Aged scripts If a call times out ringing an agent or if an

email is unanswered or deferred for too long, scripts can resubmit the call to the system and ring the same or a different agent.

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Real Time Report considerations

RTR Detail If French Sales phone calls are waiting a long

time in the Sales Queue, putting those calls into a FrenchSales Queue could make supervisors more aware of the situation.

Handling calls within TQoS If calls are not being answered within their

TQoS, A Tenant Administrator could add that queue to other agent groups to help out.

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Configure a Tenant Skills, Queues and Group(s) Teams Permission Profiles Personnel Licenses DNIS Pool Applications Folders Release Codes Wrap-up Codes

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Skills Skills are assigned to personnel. Skills can also be assigned to Queues or

Folders from the Web Administrator. Skills are used to disqualify agents who

do not have at least ALL the skills of the call.

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Queues Queues have several settings:

Assignment as a primary or secondary queue to one or more groups.

InQueueTimeout, in seconds. Skills to be inherited if call has no skills, this

should only be used when ALL calls in this queue should always have the same skills.

TQoS, an arrival time bias to give this queues’ calls higher or lower priority than other queues.

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Groups In some tenants, one group may be sufficient Multiple groups are used for two reasons

1. Different queues are to be assigned to different groups and the tenant does not want to use skills to separate these calls.

2. The tenant wants to use standard reports, both realtime and historical, to track the performance of different groups of agents even though all or most queues are services by all groups

Calls can be transferred to other agents in other groups whether or not they are servicing that queue or have all the skills of the call

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Calls Queues Agent Groups Agents

Skills SkillsSkillsTQOS

Teams

Adding Teams to Your Configuration

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Teams

Does not affect Routing. Teams are used to group agents for

supervisor monitoring purposes: French Speaking Agents, New Agents, Agents trained in Product XYZ

Teams can span groups. Teams can be sub groups. Teams can be used in Permission Profiles.

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Permission Profiles

RAPS Report Administer Playback Supervise

Report or Administer by Campaign, Group, Queue or Team

Playback or Supervise by Group or Team

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Configure a Tenant

Personnel Agents: Assign to a group, add skills, Licenses Add (Permission) profile to make Supervisor or

Administrator Agent Login Licenses

Concurrent Agent Logins: allows agents to login and be in call for as long as they want.

Named Agent Logins: Limits the number of agents that can be configured for a tenant.

Flex Agent Logins: allows agents to login for as long as they want but limits the number of hours they can be in call.

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Media Session Licenses

Simultaneous Inbound Telephone Sessions: the number of simultaneous inbound telephone calls your tenant may receive.

Simultaneous Outbound Telephone Sessions: the number of simultaneous outbound telephone calls your tenant may receive.

IVR Sessions: the number of simultaneous interactive script (running a script with a GetDigits or GoTo block) sessions your tenant may receive.

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Configure a Tenant

Optional Services Licenses PD Server Agent Logins: allows an agent to

receive PDS dialed call. CosmoConnector License: allows an agent to

run integration scripts for screen pops from 3rd party software like Siebel.

DNIS Pool Tenant Resources, tenant name, DNIS Pool

can be used to assign DID numbers to agents.

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Configure a Tenant Applications

An HTTP path to the Web directory that contains a set of scripts for this tenant.

Alternate scripts can be run for testing before making them the production scripts.

Folders Folders can set TQoS and Queue values, you

may want to create 2 folders for each Queue, one for e-mail with a LARGE TQoS (ex. 1800 seconds i.e. 30 minutes) and one for Voicemails with a Moderate TQoS (ex. 300 seconds I.e. 5 minutes).

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Configure a Tenant Release Codes

Short breaks from being available. Calls will NOT be rejected if a qualified agent

is logged in, even if the agent is released. Wrap-up Codes

Track either time spent supporting call: Talked to supervisor

or Outcome of the call: Made Sale

Make sure to add Other for non standard Wrap-up activities or outcomes.

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CosmoDialer CosmoDialer Architecture

CCU Predictive Dialer Server (PDS) (one per system) Sytel Dialer (one per system) Sytel Campaign Manager (one per tenant)

Campaign Manager Campaign Types, Setting Up a Campaign & The

Campaign Wizard Dialing and Tuning Retry Options Database Input, Multiple Phone Numbers, Database

Output Filters Time Zone Management, Do Not Call Lists

Campaign Configuration via admin RTR Campaigns View

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CosmoDialer Architecture

AISAIS

AIS

VCSVCS

VCS

AgentAgent

Agent

CMS

GWGWGW

DB

PDS

DialerCM

AgentAgent

Admin

CFM DB

DP

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Campaign Types

Four Campaign types are supported Predictive - Sytel dialer controls Call rate Preview-Closed – Call data sent to agent

before call, call dialed automatically. Preview – Open - Call data sent to agent

before call, Agent determines if call is made. Agentless – Messages are played to people

called or answering machines, people can be routed to IVR.

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Setting Up a Campaign

Campaign Manager Interface

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The Campaign Wizard

‘Create’ starts the wizard, Name the Campaign

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The Campaign Wizard

‘Configure’ the General properties: Campaign type, Operational Parameters,

and End of List Behavior

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Dialing and Tuning

Telephony Setup: CT layer identifier (Tenant Name), Call Routing Options, and

Call Progress Analysis.

Predictive campaigns use “Switch determines route, all other campaign types use default.

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Dialing and Tuning

Dialing Tuning: Overdial Parameters Leave as is.

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Retry Options

Govern the behavior of all retry algorithms within Campaign Manager

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Database Input

Server-side data source configuration: link to System DSN, Run from table or view.

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Database Output

Result data can be stored in the database Must be configured for retries to work

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Filters

Filters allow specific types of contacts to be picked.

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Time Zone Management

Use to ensure your contacts are called at reasonable times

Requires

pre-processing

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Do Not Call Lists

Ensures contacts that shouldn’t be called aren’t

Requires pre-processing switch outcome

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Campaign Configuration via admin

WebAdministrator, Tenant Resources, Campaigns

Campaign Name in WebAdministrator MUST match Campaign name set in Campaign Manager.

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Submitting Service Requests

Verifying Symptoms and Scope Repeatable Consistent Scope

Gathering Logs Set Verbosity Install DebugView Identify CallID

Provide the following information Clear problem description Your initial assessment Steps to reproduce the problem (if possible) Exact time of problem CCU build numbers of all related components Environment: Operating System and Service Packs installed

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Verifying Symptoms and Scope

Verify that the problem is repeatable. Check if problem is consistent on more than one

machine. Determine scope of problem.

Problem affects occasional phone calls. Problem consistently affects every 3rd phone call. Problem affects every phone call. Problem is isolated to one agent. Problem is isolated to 2 of 5 agents machines checked. Problem is consistent on all agents checked (5).

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Gathering Logs

Set Verbosity Must be set to 255 for services affected Ex. Syslog Logs: VCS.txt, Messages.txt

Install DebugView Ex. WebAgentLog-2007-01-05-08-57-04.txt

Identify CallId (0x0810a9820001000a) by: Time symptom occurred: January 05, 2007,

8:59:05 AM Agent’s First and Last name, in Web

Administrator, who answered the problem call

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Provide the following information

Clear problem description New Mail tab on Web Agent does not populate in the

Default_Standard.htm Web Agent. Your initial assessment

Ran Standard Web Agent from 2 Lab machines and from the production system.

Steps to reproduce the problem (if possible) Open IE, Navigate to

http://TS1.U5Training.com/cosmoagent/default_standard.htm Exact time of problem

January 05, 2007, 8:59:05 AM CCU build numbers of all related components

CosmoCall Universe Version, 5.0.272 Environment: Operating System and Service Packs

installed Windows XP professional with SP2, IE 6.0

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Introduction to CosmoDesigner

Using CosmoDesigner Applications and Rules Coordinating WebAdministrator Queues

and Skills with Designer Loading XML and WAV files into tenant’s Web

Directories CosmoDesigner Script Service Requests

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Using CosmoDesigner

CosmoDesigner URL Starting CosmoDesigner

Set as trusted site in IE Download ActiveX control Documentation accessed through HTML help

Open a New Workspace Save, Save As, or Publish Scripts

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Applications and Rules

Applications (URL) in WebAdministrator Test by copying into IE and adding /ivr.xml

Rules affect Voice and Email, NOT Chat. If using test scripts, set that application

first and create the Production application second, set production application rule to true.

Set Default Application to Production application.

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WebAdministrator and Designer

Coordinating WebAdministrator Queues and Skills with Designer Copy and paste Queue and Skill names

between WebAdministrator and CosmoDesigner.

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Loading New Scripts and WAV Files

CosmoDesigner can load scripts into Web Directory Folders using the Publish feature if enabled.

WAV files must be sent to the Service Provider in 8KHz, 16bit, mono format for loading into the Web Directory Folders.

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WAV files

Audio files must be saved as 8KHz, 16bit mono WAV files, if a WAV file is missing, or not addressed correctly, the script will end at that block.

Wav Files can only play in IVR, IVRTimeout, MusicOnHoldWhileInQueue, MusicOnHold, and CallRejected scripts or scripts accessed from these scripts using a GoTo block.

Test by copying into IE

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Voicemail scripts

Record Voicemail Block Records WAV file and sends email with WAV file

attached. Enter correct email address from Folder setting in

WebAdministrator.

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Email scripts

Call Deferred (runs before mail is forwarded to deferred folder by agent) Edit Email file

Call Aged (runs when email has been waiting in Folder for Aging Timeout Interval) Tenant Resources, Properties: Ageing Timeout Interval

(480 minutes by default). CCU MBX ToDO (ReRoute or leave)

Call Pre Sent (runs when Agent replies or forwards an email message) Edit Email file

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CosmoDesigner Script Troubleshooting

View XML in web browser Test Application URLs and GoTo URLs.

Log block Writes Error, Warning and Info messages to the

Application Log on the connection server the scripts are running on.

Testing of XML Scripts Test all paths in scripts in as short a time as possible,

ex. Set inQueuetimeout low ~20 sec for testing, bypass long Playaudio blocks in MusicOnHoldWhileInQueue, etc.

CallerMessage block can be used to collect “flags” indicating path of call in scripts.

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CosmoDesigner Logs

Logging Control block Sends an email of XMLInterpreter log. CallID is in subject of email. Contains the input and output of every block in

that script from that block to end of the Event.