cpm admin guide

BUSINESS COMMUNICATIONS MANAGEMENTCONTACT PROCESS MANAGER (CPM)

ADMINISTRATION GUIDE

SOFTWARE VERSION 6.0 SP5

DOCUMENT VERSION 2.0 (26.3.2009)

COPYRIGHT

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ADMINISTRATION GUIDE TABLE OF CONTENTS

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TABLE OF CONTENTS1. Introduction ....................................................................................................................................................... 1

1.1. About this software.................................................................................................................. 11.2. About this guide ...................................................................................................................... 1

2. User interface..................................................................................................................................................... 3

2.1. Menu bar.................................................................................................................................. 42.2. Main navigation frame ............................................................................................................ 42.3. Main frame .............................................................................................................................. 52.4. Side task frame ........................................................................................................................ 6

3. Usage................................................................................................................................................................... 9

3.1. Setting up the Communication Task Management (CTM) ..................................................... 93.1.1. Setting up the CTM application .................................................................................. 93.1.2. Configuring the CTM application for e-mail handling............................................. 11

3.2. Setting up Outbound Desktop (OB Desktop) ........................................................................ 123.2.1. Understanding the Outbound Desktop campaign concept ........................................ 123.2.2. Setting up the Outbound Desktop application .......................................................... 13

3.2.2.1. Preparing the system..................................................................................... 133.2.2.2. Preparing campaigns..................................................................................... 14

3.2.3. Configuring Predictive Dialing Controller (PDC) .................................................... 153.2.3.1. Configuring initial setup............................................................................... 153.2.3.2. Customizing PDC ......................................................................................... 163.2.3.3. Modifying configuration............................................................................... 163.2.3.4. Troubleshooting PDC ................................................................................... 17

3.2.4. Using Outbound/Inbound blending........................................................................... 183.3. Managing segments ............................................................................................................... 20

3.3.1. Searching segments................................................................................................... 213.3.2. Creating segments ..................................................................................................... 223.3.3. Editing segments ....................................................................................................... 223.3.4. Deleting segments ..................................................................................................... 223.3.5. Managing segment contents...................................................................................... 23

3.3.5.1. Defining segment contents ........................................................................... 233.3.5.2. Creating profiles for companies and contacts in segments........................... 253.3.5.3. Linking companies, contacts and persons to segments ................................ 26

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3.3.5.4. Removing companies, contacts and persons from segments ....................... 263.3.5.5. Deleting companies, contacts and persons ................................................... 273.3.5.6. Exporting segment contents to files ............................................................. 273.3.5.7. Importing segment data ................................................................................ 283.3.5.8. Searching companies, contacts and persons................................................. 283.3.5.9. Merging duplicate information in a segment ............................................... 29

3.3.6. Managing user rights for segments........................................................................... 303.4. Managing activities ............................................................................................................... 32

3.4.1. Creating activities ..................................................................................................... 333.4.2. Editing activities ....................................................................................................... 343.4.3. Deleting activities ..................................................................................................... 343.4.4. Linking profiles to activities ..................................................................................... 343.4.5. Managing criteria for activities................................................................................. 35

3.4.5.1. Creating criterion values .............................................................................. 363.4.5.2. Editing criterion values ................................................................................ 363.4.5.3. Deleting criterion values .............................................................................. 363.4.5.4. Searching criterion values ............................................................................ 37

3.4.6. Managing user rights for activities ........................................................................... 373.5. Managing products ................................................................................................................ 37

3.5.1. Searching product groups ......................................................................................... 383.5.2. Creating product groups............................................................................................ 393.5.3. Editing product groups.............................................................................................. 393.5.4. Deleting product groups............................................................................................ 393.5.5. Managing products in product groups ...................................................................... 40

3.5.5.1. Creating products ......................................................................................... 403.5.5.2. Editing products ........................................................................................... 413.5.5.3. Linking products to product groups ............................................................. 413.5.5.4. Removing products from product groups..................................................... 423.5.5.5. Deleting products ......................................................................................... 423.5.5.6. Searching products ....................................................................................... 42

3.5.6. Managing user rights for product groups.................................................................. 433.6. Managing users ..................................................................................................................... 43

3.6.1. Creating user groups ................................................................................................. 443.6.2. Editing user groups ................................................................................................... 45

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3.6.3. Deleting user groups ................................................................................................. 453.6.4. Managing users in user groups.................................................................................. 45

3.6.4.1. Editing users ................................................................................................. 463.6.4.2. Linking users to user groups......................................................................... 473.6.4.3. Removing users from user groups ................................................................ 473.6.4.4. Searching users ............................................................................................. 47

3.6.5. Managing user rights................................................................................................. 483.6.5.1. Managing rights related to user groups ........................................................ 483.6.5.2. Managing rights related to user group visibility........................................... 493.6.5.3. Managing rights related to individual users ................................................. 49

3.7. Managing profiles.................................................................................................................. 503.7.1. Creating profiles........................................................................................................ 513.7.2. Editing profiles.......................................................................................................... 533.7.3. Deleting profiles........................................................................................................ 543.7.4. Editing questions and answers for profiles ............................................................... 54

3.7.4.1. Creating questions ........................................................................................ 553.7.4.2. Creating answers........................................................................................... 563.7.4.3. Editing questions and answers...................................................................... 573.7.4.4. Deleting questions and answers.................................................................... 583.7.4.5. Searching questions and answers ................................................................. 58

3.7.5. Managing user rights for profiles.............................................................................. 593.8. Managing and configuring settings ....................................................................................... 59

3.8.1. Configuring Communication Task Management (CTM) settings ............................ 593.8.1.1. Configuring remote tasks.............................................................................. 603.8.1.2. Managing e-mail templates .......................................................................... 603.8.1.3. Managing e-mail signatures.......................................................................... 633.8.1.4. Configuring CTM notifications .................................................................... 643.8.1.5. Configuring advanced settings ..................................................................... 653.8.1.6. Configuring CTM user settings .................................................................... 673.8.1.7. Managing virtual user groups related to common list .................................. 683.8.1.8. Managing BCC addresses............................................................................. 71

3.8.2. Configuring Chat settings ......................................................................................... 713.8.3. Configuring Reporting settings ................................................................................. 73

3.8.3.1. Reporting Infocards ...................................................................................... 73

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3.8.3.2. Reporting parameters ................................................................................... 743.8.4. Configuring common settings................................................................................... 75

3.8.4.1. Configuring phone settings .......................................................................... 753.8.4.2. Configuring settings for e-mail, fax and SMS messages ............................. 763.8.4.3. Managing attachment types.......................................................................... 77

3.9. Managing outbound campaigns ............................................................................................ 793.9.1. Managing campaigns ................................................................................................ 80

3.9.1.1. Editing campaigns ........................................................................................ 813.9.1.2. Deleting campaigns ...................................................................................... 893.9.1.3. Running campaigns ...................................................................................... 903.9.1.4. Managing user rights for campaigns ............................................................ 90

3.9.2. Managing scripts....................................................................................................... 903.9.2.1. Creating scripts............................................................................................. 913.9.2.2. Editing scripts............................................................................................... 933.9.2.3. Deleting scripts............................................................................................. 933.9.2.4. Linking scripts to campaigns........................................................................ 93

3.9.3. Managing classifiers ................................................................................................. 933.9.3.1. Creating classifiers ....................................................................................... 943.9.3.2. Editing classifiers ......................................................................................... 953.9.3.3. Deleting classifiers ....................................................................................... 963.9.3.4. Linking classifiers to campaigns .................................................................. 96

3.9.4. Managing templates.................................................................................................. 963.9.4.1. Creating templates........................................................................................ 963.9.4.2. Editing templates.......................................................................................... 973.9.4.3. Deleting templates........................................................................................ 983.9.4.4. Linking templates to campaigns................................................................... 98

3.9.5. Managing filters........................................................................................................ 983.9.6. Managing call transfer lists..................................................................................... 1053.9.7. Managing dialers..................................................................................................... 1053.9.8. Managing OB segments.......................................................................................... 107

3.9.8.1. Searching OB segments.............................................................................. 1083.9.8.2. Removing customers from OB segments................................................... 1083.9.8.3. Splitting OB segments................................................................................ 1093.9.8.4. Managing rights related to OB segment..................................................... 109

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3.9.8.5. Deleting OB segments ................................................................................ 1093.9.9. Importing and exporting campaign data ................................................................. 109

3.9.9.1. Creating source and target files for campaigns........................................... 1103.9.9.2. Creating campaigns automatically.............................................................. 1153.9.9.3. Importing campaign data ............................................................................ 1153.9.9.4. Copying existing segments ......................................................................... 1183.9.9.5. Exporting campaign data ............................................................................ 1183.9.9.6. Exporting copied campaigns ...................................................................... 1223.9.9.7. Importing scripts......................................................................................... 1223.9.9.8. Blocking numbers....................................................................................... 124

3.9.10. Configuring campaigns ......................................................................................... 1263.9.10.1. Configuring campaign import and export directories............................... 1263.9.10.2. Editing default columns for OB Desktop campaigns ............................... 1273.9.10.3. Initial customer information ..................................................................... 128

3.9.11. Monitoring and reporting campaigns .................................................................... 129

4. Glossary.......................................................................................................................................................... 131

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ADMINISTRATION GUIDE1. INTRODUCTION

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1. INTRODUCTION

1.1. ABOUT THIS SOFTWARE

The CPM Administrator application is an administrative tool for the Contact Process Management (CPM) database and related applications.

The application is used for the following purposes:

Managing the Communication Task Management (CTM) application.Managing the Outbound Desktop (OB Desktop) application.Creating, modifying, and deleting activities, products, users, segments, and profiles.Attaching different types of attachment files to the selected activities.Adding various individual numbering rules for companies and contacts to identify them independently in any relational database environment.Creating and maintaining CPM related user groups and user rights.

You can also reach the Outbound Monitoring and Reporting application via this application for monitoring the outbound campaigns. For Communication Task Management there is the CTM Reporting application which can be reached from the Communication Desktop (CDT) application.

Some of the functions described in this guide may not be implemented in your system, or you may not have permission to use some of the functions. Furthermore, your system may include separately implemented customer-specific features that this guide does not cover. Contact the supplier or administrator for more information.

CAUTION: The software users (service providers and end-users) are fully responsible for ensuring that the services provided using this software do not violate or are not used in contravention of local legislation. The software users must acknowledge that the software collects identification data for enabling the services and their invoicing, security and troubleshooting, protecting the services against misuse and misappropriation, and further improvement of the software and services, and they must assume the full responsibility for the use of the collected data.

1.2. ABOUT THIS GUIDE

This is a guide for administrators of this software. It is divided into the following main sections:

2. User interface (page 3) => Describes the layout and structure of the user interface.3. Usage (page 9) => Describes the software functions and instructs how to use them.4. Glossary (page 131) => Explains most frequently used terms and abbreviations.

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ADMINISTRATION GUIDE1.2. ABOUT THIS GUIDE

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ITEM MARKING EXAMPLEProper nouns Italic Microsoft Windows Various user interface items (such as buttons, menus, submenus, dialog windows, tabs, and sheets)

Italic Click the Update button.

Select Start > Programs > Internet Explorer.Paths and directories Italic By default the file is located in the following

directory: C:\Documents.Values and variables Italic Replace the xyz value with the 123 value.Code examples Courier fontSome functions Bold You can use the Find and replace function for

searching items.Terminology Bold italic By default clicking refers to the left mouse

button.

Conventions

CAUTION: This is an important caution.

NOTE: This is a necessary note.

HINT: This is a helpful hint.

run if xyz = 123

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ADMINISTRATION GUIDE2. USER INTERFACE

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2. USER INTERFACEThe user interface has the following parts:

1. Menu bar (page 4)2. Main navigation frame (page 4)3. Main frame (page 5)4. Side task frame (page 6)

Note the following:

Cancelling operations => Click the Cancel or Close button. The Cancel button cancels the changes you have made in the current view, and the Close button closes the open dialog window.Saving changes => Click the Save or OK button. Usually the application returns simultaneously to the previous view or the main view.Selecting items => When you place the cursor over the appropriate information row in a list, the row is highlighted.

Click a row to see its contents.


ADMINISTRATION GUIDE2.1. MENU BAR

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If you want to execute a function related to the item, use the checkbox at the beginning of the row.You can only edit items one by one. If you select several items, the selected editing function applies to the first selected item.If you want to select all items simultaneously, click the Select all button.If all items are selected, you can deselect them by clicking the Deselect button.

Executing functions => Click an appropriate command button. Usually the same functions are also available in the pop-up menu which appears by right-clicking in the current view.

2.1. MENU BAR

The menu bar is always enabled and has the following functions:

File Exit => Closes the application and logs you out.

Help Help topics => Opens the list of guides delivered with the software in the PDF format. About => Displays the name and version number of the application.

2.2. MAIN NAVIGATION FRAME

The frame is used for navigating between the main views of the application. Its items are enabled according to the user rights.

Use the frame in the following way:

Click the appropriate button in the main navigation frame to access the view. The selected button is highlighted.Update main views by clicking an appropriate button in the navigation frame.


ADMINISTRATION GUIDE2.3. MAIN FRAME

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Cancel any active task or subtask and return to one of the main views by clicking the appropriate button in the main navigation frame. You must close any open dialog windows before you can switch between the views.

2.3. MAIN FRAME

The frame consists of information columns and rows. If you want to execute a function related to an item, use the checkbox at the beginning of the row. For example, if you click the Segments button in the navigation main frame, the main frame view displays the following information on segments:

Segment => The name of the segment as it is saved in the CPM database.Created by => The creator of the segment.Date => The registration date.The total number of companies, contacts and persons included in the segment.

The status bar below the frame displays messages related to the software status and usage.


ADMINISTRATION GUIDE2.4. SIDE TASK FRAME

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When the frame contains more information than one page can show, a set of navigation buttons appears at the lower left corner of the frame. The arrows at the far left and right move you to the beginning or to the end of the page, and the arrows in the center move you one page back or forwards.

The frame may include a side navigation frame for switching between different subviews:

A view may include several tabs. If there is not room to display all tabs simultaneously, click the tab with the arrow symbols to display the rest of the tabs.

2.4. SIDE TASK FRAME

The frame has buttons for executing functions. The buttons may be dynamic depending on the procedure you are performing.



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When you right-click in a view, a pop-up menu appears with the same functions as the buttons in the side task frame.



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ADMINISTRATION GUIDE3. USAGE

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3. USAGEThis section describes the following functions and issues:

3.1. Setting up the Communication Task Management (CTM) (page 9)3.2. Setting up Outbound Desktop (OB Desktop) (page 12)3.3. Managing segments (page 20)3.4. Managing activities (page 32)3.5. Managing products (page 37)3.6. Managing users (page 43)3.7. Managing profiles (page 50)3.8. Managing and configuring settings (page 59)3.9. Managing outbound campaigns (page 79)

3.1. SETTING UP THE COMMUNICATION TASK MANAGEMENT (CTM)

This section describes the following functions and issues:

3.1.1. Setting up the CTM application (page 9)3.1.2. Configuring the CTM application for e-mail handling (page 11)

3.1.1. SETTING UP THE CTM APPLICATION

CAUTION: Often the initial setup requires complicated conversion work. Contact the supplier for more information.

You must perform at least some of the following procedures before end users can start using the Communication Task Management (CTM) application:

1. Create initial data => Be systematic and logical when creating and maintaining data to make the entire system work as intended. Note the following:

Users => Created and maintained in the CEM database with the BCM User Administrator application. See the section 3.6. Managing users (page 43).Companies, contacts and persons => Can be created and maintained in the CEM database or in the CPM database by using the CTM application. It is also possible to import this data from various other sources.Activities and user groups => Compulsory and must be created first.Other data items (such as segments, profiles and products) => Optional.

2. Give compulsory user rights For the CTM application. See User Administrator Guide.For the appropriate activities. See the section 3.4. Managing activities (page 32).For the appropriate user groups. See the section 3.6.5. Managing user rights (page 48).


ADMINISTRATION GUIDE3.1.1. SETTING UP THE CTM APPLICATION

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3. Give optional user rights For the appropriate profiles (infocards). See the section 3.7. Managing profiles (page 50).For the appropriate segments. See the section 3.3. Managing segments (page 20).For the appropriate product groups. See the section 3.5. Managing products (page 37).For the Customer view and the Product tab in the task view. This requires rights for appropriate segments and product groups. See the section 3.8.1.6. Configuring CTM user settings (page 67).For the appropriate e-mail templates. See the section 3.8.1.2. Managing e-mail templates (page 60).For the appropriate e-mail signatures. See the section 3.8.1.3. Managing e-mail signatures (page 63).For the appropriate attachment types. See the section 3.8.4.3. Managing attachment types (page 77).For the virtual user groups. See the section 3.8.1.7. Managing virtual user groups related to common list (page 68).Select members of the -Supervisors- user group. See the section 3.6. Managing users (page 43).

4. Create and configure profiles (infocards)Create a CTM infocard profile. See the section 3.7.1. Creating profiles (page 51).Link the profile to an activity. See the section 3.4.4. Linking profiles to activities (page 34).Give appropriate user rights for the profile. See the section 3.7.5. Managing user rights for profiles (page 59).Create questions and answers. See the section 3.7.4. Editing questions and answers for profiles (page 54).With the tree profiles you must also select the first question and the question sequence (a tree profile means that you must answer a question in the certain way in order to see the consequent question).

5. Configure channels => The channels are transferred from the CEM database. Configure channels in the System Administrator application, see the System Administration Guide document.

6. Create and define the attachment directory => See the section 3.8.4.2. Configuring settings for e-mail, fax and SMS messages (page 76).

7. Configure general e-mail settingsDefine e-mail templates. See the section 3.8.1.2. Managing e-mail templates (page 60).Define e-mail signatures. See the section 3.8.1.3. Managing e-mail signatures (page 63).Create activity profiles with the predefined e-mail addresses that are used for sending e-mail (the CTM Sender e-mail option). See the section 3.7.1. Creating profiles (page 51).


ADMINISTRATION GUIDE3.1.2. CONFIGURING THE CTM APPLICATION FOR E-MAIL HANDLING

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Create segments to be used as recipient groups for sending e-mail or SMS messages. The name of this kind of segment includes the prefix _ (an underscore). See the section 3.3. Managing segments (page 20).Define the optional BCC address for an activity. See the section 3.8.1.8. Managing BCC addresses (page 71).

8. Configure task handling types => Create activity profiles with the predefined handling types that are used for entering additional timestamps for tasks (the CTM Handling type option). See the section 3.7.1. Creating profiles (page 51).

9. Configure other settings => See the section 3.8.1.5. Configuring advanced settings (page 65).

3.1.2. CONFIGURING THE CTM APPLICATION FOR E-MAIL HANDLING

Agents are able to use the CTM application for handling e-mails sent to the contact center. You must perform at least the following compulsory procedures before end users (the agents) can start using the e-mail handling functions:

Make sure that the software is installed in an appropriate way and includes the CEM server, web server and database servers. All agents must use the Communication Desktop (CDT) (or in former installations Agent Desktop) application.Create and configure appropriate e-mail channels and set the advanced e-mail handling application parameters in the System Administrator application. See the System Administration Guide document.Give the compulsory user rights for the CTM application. See the User Administrator Guide document.Create one or more activities to be used for registering the incoming e-mails into the CPM database and give the user rights for the activities. See the sections 3.4.1. Creating activities (page 33) and 3.4.6. Managing user rights for activities (page 37).Create and define the attachment directory. See the section 3.8.4.2. Configuring settings for e-mail, fax and SMS messages (page 76).

The following settings are optional but useful:

Configure the CTM application settings which are described in the following sections:3.8.1.1. Configuring remote tasks (page 60) => If the remote task functions are needed in e-mail handling.3.8.1.2. Managing e-mail templates (page 60) => If e-mail templates are needed in e-mail handling.3.8.1.3. Managing e-mail signatures (page 63) => If e-mail signatures are needed in e-mail handling.3.8.1.6. Configuring CTM user settings (page 67) => If you need to adjust the visibility of the Customer view and the Product tab in the task view.3.8.1.5. Configuring advanced settings (page 65) => If you need to adjust the functions listed in the section.3.8.1.7. Managing virtual user groups related to common list (page 68) => If virtual groups are needed in e-mail handling.


ADMINISTRATION GUIDE3.2. SETTING UP OUTBOUND DESKTOP (OB DESKTOP)

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3.8.1.8. Managing BCC addresses (page 71) => If you want a copy of each e-mail related to the activity sent to the BCC address.

Create activity profiles with the predefined e-mail addresses that are used for sending e-mail (the CTM Sender e-mail option). See the section 3.7.1. Creating profiles (page 51).Create segments to be used as recipient groups for sending e-mail or SMS messages. The name of this kind of segment includes the prefix _ (an underscore). See the section 3.3. Managing segments (page 20).Create CTM infocard profiles for classifying e-mails. See the section 3.7.1. Creating profiles (page 51).

3.2. SETTING UP OUTBOUND DESKTOP (OB DESKTOP)


3.2.1. Understanding the Outbound Desktop campaign concept (page 12)3.2.2. Setting up the Outbound Desktop application (page 13)3.2.4. Using Outbound/Inbound blending (page 18)

3.2.1. UNDERSTANDING THE OUTBOUND DESKTOP CAMPAIGN CONCEPT

Administrators run (edit, start and stop) outbound call campaigns in this application, and end users (the outbound call center agents) execute the campaigns using the Outbound Desktop (OB Desktop) and Communication Desktop (CDT) applications. The campaign data is saved in the CPM database and the agent actions and call details are saved in the CEM database.

PDC (Predictive Dialing Controller) is a CEM application that runs the outbound campaigns by mediating between the telephony layer, dialers and campaign databases. PDC runs the campaigns according to the settings, and records the call results.


ADMINISTRATION GUIDE3.2.2. SETTING UP THE OUTBOUND DESKTOP APPLICATION

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PDC can use multiple dialers to perform the actual call scheduling and allocation to agents. The following dialling modes are supported:

Preview => Agents can view the customer data before making calls. The preview and wrap up do not reserve the phone line.Progressive => The software selects a new customer automatically and makes the new call immediately when an agent has finished the afterwork related to the previous call.Predictive => The software makes calls automatically. When a customer answers a call, it is immediately connected to a free agent.Test => For training and testing purposes only. All campaign functions are available except Pause/Resume, but nothing is written into the databases.

PDC has a built-in dialer which is used for preview/progressive campaigns, and third-party dialers can be integrated in the PDC for predictive campaigns.

Typically you import the predefined outbound call campaigns to the application, edit them, and after or during the campaign export the campaign data. You can also copy an existing campaign for reuse. Editing a campaign means mainly linking scripts, classifiers, templates and OB segments to the campaign, and giving appropriate user rights (selecting the agents for executing the campaign).

Templates => A set of fields in the lower part of the OB campaign view. With templates you can manage customer data (companies, contacts or persons) in the CPM database during phone calls. In simple campaigns all information needed for making the campaign calls can be included in templates, and when more complicated questionnaires are required, a script is used.Scripts => Usually sequences of questions and answers which guide the agent through an outbound phone call and help in entering the results in an appropriate way. A script can be considered to be a manuscript for the phone call.Classifiers => A set of values for classifying phone calls. For example, they are used for indicating that a call requires further actions.OB segments => A campaign uses an OB segment where appropriate customers (companies and contacts) or persons related to the campaign are listed. OB segments can be used for browsing the detailed data related to individual customers.

3.2.2. SETTING UP THE OUTBOUND DESKTOP APPLICATION

For a basic campaign, perform the following procedure before the end users (the outbound call center agents) can start to use the OB Desktop application. If more specific modification is required, follow the link to the corresponding section.

3.2.2.1. PREPARING THE SYSTEM

1. Check that the software is properly installed and includes the CEM server, web server, application server, and database servers, the required applications are available and rights are properly defined:

2. Give local administrator the access to the web site: Start the IIS site and select the Admin tools - IIS options.


ADMINISTRATION GUIDE3.2.2.2. PREPARING CAMPAIGNS

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Go to the default web site and right-click the Properties - Directory Security - Authentication methods - Anonymous access and authentication control - Edit. Browse the local administrator account. Make sure that the Allow IIS control password checkbox is not checked.Enter the password and confirm it.Click the Apply button.

3. Add the local administrator to the web site:In the Administrator Tools software select the Console Root - Component Services - Computers - My computer - COM+applications - IIS-(Default web site//Root). Right-click and select the Properties - Identity - This user options, browse the local administrator and give the password.Confirm and close.

4. Give the Outbound Desktop import user the SQL system administrator rights: Select the Microsoft SQL Server - Enterprise Manager - Security - Logins options. Double-click the default CEM database user (by default, the system uses Windows authentication, so use.Enter the password. Go to the Server Roles option, and give the rights as System Administrator, click the OK button.Confirm with the OK button.

5. Start the BCM software, and perform the following settings in the System Administrator and User Administrator applications:

In the System Administration application, select the Applications view > the Conctact Center application that is used for the campaign > the Parameters tab > the category Outbound (OB) > the PredictiveDialing > Enter in the value field the value 1 > Click the Add button..In the User Administrator application, give the agents that are supposed to carry out the campaign the user rights for the OB Desktop and CDT applications.

6. Configure the PDC and dialer settings:See the section 3.9.7. Managing dialers (page 105).

3.2.2.2. PREPARING CAMPAIGNS

1. Create the source file for the campaign with appropriate customer information. Name the actual worksheet as CPM Import. You can import files which are in the XLS, CSV (using semicolon delimiters) or TXT (using tab character delimiters) format. The first row must contain the column names. See the section 3.9.9.1. Creating source and target files for campaigns (page 110).

2. Start the CPM Administrator application.3. Define the appropriate directories for importing and exporting by selecting Outbound -

Settings - Import/Export options:Check that the directories are correct. If not, enter the database server IP address or name and click the Default button.


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For further information see the sections 3.9.10.1. Configuring campaign import and export directories (page 126) and 3.9.9. Importing and exporting campaign data (page 109)

4. Select the Outbound - Data management - Import - Add new options. Add new campaign name and other required information and click the Save button. For further information see 3.9.9.3. Importing campaign data (page 115).

5. Select the Outbound - Campaign options and check the checkbox for the campaign you imported. Click the Edit button to edit the campaign items and close the view with the Save button:

Give campaign a name and select the dialer. Select the script from the drop-down list. For creating scripts, see 3.9.2. Managing scripts (page 90)Select the classifiers from the drop-down list, or use the default ones. For creating classifiers, see 3.9.3. Managing classifiers (page 93)Select the company, contact and person templates from the drop-down list. For creating templates, see 3.9.4. Managing templates (page 96) Set other settings according to your needs, for further information see 3.9.1. Managing campaigns (page 80).

6. Define the agents that are allowed to execute the campaign:Check the checkbox of the campaign you imported.Click the Agents button.Add individual agents by clicking the Add button and selecting from the list, or add the entire user group by checking the checkbox for a group and clicking the Include button.

7. Start the campaign by clicking the Start button. Now the agents can start calling in the Outbound Desktop application.

3.2.3. CONFIGURING PREDICTIVE DIALING CONTROLLER (PDC)


3.2.3.1. Configuring initial setup (page 15)3.2.3.2. Customizing PDC (page 16)3.2.3.3. Modifying configuration (page 16)3.2.3.4. Troubleshooting PDC (page 17)

3.2.3.1. CONFIGURING INITIAL SETUP

Configure the setup in the following way:

Create and configure the following PDC related advanced application parameters in the System Administrator application:

PredictiveDialing => Defines whether PDC is in use, that is, the OB Desktop campaigns are enabled. 1 = yes, 0 = no. The default value is 0. NOTE: This is the only mandatory parameter.


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PD_MakeStatistics => Defines whether PDC generates statistics information. 1 = yes, 0 = no. The default value is 1.PD_RecallsViaDatabase => Defines whether all customers to be recalled are first sent to database for repriorization. 1 = yes, 0 = no. The default value is 0.PD_ConfirmLogins => Defines whether PDC sends PD_NOW_LOGGED_IN to an agent after a successful login into the dialer. 1 = yes, 0 = no. The default value is 0.PD_InvalidateCampaignInConfigFailure => Defines whether PDC automatically invalidates the campaign if one of the calls fail because of a configuration failure. For example, this may happen when the call queue in a campaign has not been set up correctly. 1 = yes, 0 = no. The default value is 0.PD_MoreCustomersRetryInterval => Defines how often GetMoreCustomers is repeated if the database does not return any customers or the dialer does not require them. Enter the value in seconds. The default value is 300.PD_StoreIntermediateResultsToDB => Defines whether PDC stores the call details and customer results immediately after a call is completed. Otherwise this data is stored only after the customer is handled or the campaign is closed. 1 = yes, 0 = no. The default value is 1.

3.2.3.2. CUSTOMIZING PDC

The PDCconfig.py file in the application server Python directory contains the following mapping dictionaries and lists. This file should also be included in installations as a text file (.PY). Restart the CEM database after installation to apply the new values. Contact the support before making any changes to the.PY file.

_CEM_CALL_FAILED_CAUSE_TO_CALL_RESULT => The CEM call failure reason code is included in the call results of PDC._CALL_RESULT_TO_CUSTOMER_RESULT => Exceptions to CallResult and CustomerResult of PDC. The call results that are not listed here are applied as such._RETRY_CATEGORIES => The call results which have specific associated retry categories._REJECT_BNUMBER_CALL_RESULTS => The call results which allow retrying the called number (indicates a valid B number)._INCOMPLETE_CUSTOMER_RESULTS => The customer results that indicate that the customer has not been handled yet._DONT_SWITCH_BNUMBER_CALL_RESULTS => A list of call results which result in making the next call to use the same B number as this call._DONT_ADD_CALL_COUNT_CALL_RESULTS => A list of call results which do not add to the customer call count.

3.2.3.3. MODIFYING CONFIGURATION

Note the following when you modify the configuration:

When you modify PDCChanging the IP address or the Virtual Unit name requires the CEM restart.

When you modify dialers


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The effect on the campaigns run in the dialer depends on the dialer type and changed settings. Parameter changes require restarting the entire campaign.

When you modify a campaignThe system applies the new settings immediately. First it evaluates the actions required for applying the changes, and then performs the required actions immediately.PDC’s built-in dialer => The dialer is able to apply all other campaign parameter changes without needing to restart the campaign.

NOTE: You cannot change or delete the dialer, nor modify the dialer type or address of an active campaign.

3.2.3.4. TROUBLESHOOTING PDC

Since PDC does not have a special monitoring tool, investigate the CEM trace log files if problems occur:

The PDController core creates log lines with a prefix PDController:, for example:

13:04:48.65 2100 INF> PDController: Add campaign [Campaign1] to cache.

The log entries related to the CPM database access are prefixed with PD_Master_Database:, for example:

13:04:47.15 2244 INF> PD_Master_Database: New campaign [Campaign1] has been detected in the database.

The log entries related to the dialer adapters are prefixed <dialer type> [<dialer address>]:. For example:

13:05:02.63 2280 INF> SoftdialAdapter [10.0.0.3:6502]: Unable to open connection to dialer.

TOO MANY OR TOO FEW PHONE LINES ARE USED FOR CALLS

If calls tend to fail due to not having a free phone line (or some lines are not used for calling as they should be), check the dialer configurations for the available phone lines. The MaxLines dialer parameter defines how many phone lines each dialer can use for dialing. Check that the parameter is defined for each dialer, and that the values are appropriate. Typically the dialers use the default value of 30 phone lines.

PREVIEW CAMPAIGNS WITH PREVIEW DIALER

Note the following:

The dialer does not differentiate contractors and thus contractor level line quotas cannot be set.


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Only dialer-wide and campaign-specific line quotas have been implemented.

3.2.4. USING OUTBOUND/INBOUND BLENDING

When the Outbound/Inbound blending feature is used, an agent is forced to pause the Outbound Desktop campaign if critical congestion of inbound calls is detected. The congestion level is checked when the agent ends wrapping up an outbound call, it can be checked either against those queues the agent has joined to, or against the entire application. The agent must return to the Outbound Desktop campaign manually.

Using the feature requires that the following items are set in the System Administrator application:

Applying the FrontEndCustomize file

The congestion policy is enabled in the FrontEndCustomize customizer file. Edit the existing file according to your needs. Contact the supplier for more advanced customizer files.

An example of a simple customizer file:

from Env import * from CCUtil import * from ICustomize import * from ChannelDB import * from FrontEndCustomize import *

# ============================================================== class OBFECustomize(FrontEndCustomize):

# Initialize sample opening hours # ============================================================== def InitSchedules(self): return

# Do some sample number mapping # ==================================================================== def MapCallOutNumbers(self, number, que_to_number=0): if not number: return "" number = ICustomize.MapCallOutNumbers(self, number, que_to_number) return number

Apply the customizer file in the System Administrator application:

1. Go to the Applications page.2. Select the CC application.3. Define the Customizing file to be OBFECustomize:


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Defining OB/IB blending parameters

Set the following parameters in the System Administrator application:

1. Go to the Applications page and select the CC application.2. Click the Parameters tab.3. Select the category Outbound (OB).4. Select the parameter PDForceToIB into the Name field and enter the value 1 to the Value

field. (The default value is 0, that is, the blending is not in use).

The other parameter that sets the limit for the congestion can be set either for the entire application or for specific queue(s):

1. Go to the Applications or Queue page and select the application/queue.2. Click the Parameters tab.3. Select the category Outbound (OB).4. Select the parameter PDForceIBLimit into the Name field5. Set the appropriate value, of the form ESTWAIT, <value> [,<min calls>, <max calls>],

where<value> => the maximum waiting time in seconds.


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<min calls> => The minimum number of queuing calls per agent that trigger the blending. If there are less calls than this value, the blending is not started even if the waiting time limit is exceeded.<max calls> => The maximum number of queuing calls per agent that trigger the blending. If there are more calls in the queue than this value, the blending is started even if the waiting time limit is not exceeded.

For example, if there are 100 agents serving in a queue, and the PDForceIBLimit parameter has a value ESTWAIT, 60, 0.2, 1.5 , congestion rules in order are:

If expected waiting time is more than 60 seconds, congestion occurs.If there are less than 20 calls (=0.2*100) in the queue, no congestion, whatever the expected waiting time.If there are more that 150 calls (1.5*100) in the queue, congestion occurs.

3.3. MANAGING SEGMENTS

A segment is a collection of company, contact and person related information to be a target in the CTM or OB Desktop applications. The segments are shown as directories in the Communication Desktop (CDT) application. Segments are used for example when users need to handle a new type of activity in the CPM database, or as a target group of a campaign. You can, or example, gather together all companies from a certain country, post code area, or a certain business branch into a segment with an appropriate name.

By default there is a -DB- segment which includes all companies, contacts and persons in the CPM database. It is not recommended to give end users rights for that segment.

The contacts defined and registered in the CEM database are moved automatically to the CPM database, and they form the -In-House- segment. Contents of the -In-House- segment can only be modified in the User Administrator application.

If a segment name includes the prefix _ (an underscore), it is displayed as a recipient group in the Communication Task Management (CTM) application. When users send e-mail or SMS messages, they can select whole recipient groups or some of the contacts included in them. The contacts in a recipient group must have an e-mail address, a mobile phone number and/or a fax number to be able to receive messages.


3.3.1. Searching segments (page 21)3.3.2. Creating segments (page 22)3.3.3. Editing segments (page 22)3.3.4. Deleting segments (page 22)3.3.5. Managing segment contents (page 23)3.3.6. Managing user rights for segments (page 30)


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3.3.1. SEARCHING SEGMENTS

Perform the procedure in the following way:

1. Enter the search criteria into the Segment field. Note the following:The wildcard (the * character) is automatically included in the end of the search criteria entered. You do not need to enter this wildcard, and the software does not display it in the search criteria field.If you want to use a wildcard at the beginning of the search criteria, you must enter it manually.Depending on the amount of data and the precision of the search criteria it may take a while to retrieve data.

2. Click the search button (the binoculars symbol) or press the Enter key on your keyboard. The software executes the search and lists the search results.


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3.3.2. CREATING SEGMENTS


1. Click the Add new button. The Add new segment dialog window appears.

2. Enter a name for the segment (compulsory) and optional free-form notes.3. Click the Save button.

3.3.3. EDITING SEGMENTS


1. Select one segment by checking the checkbox at the beginning of its row.2. Click the Edit button. The dialog window with the segment information appears.3. Edit the information, described in the section 3.3.2. Creating segments (page 22).4. Click the Save button.

3.3.4. DELETING SEGMENTS

CAUTION: This procedure permanently deletes the selected segments from the database and you cannot recover them.

This procedure deletes the selected segment, but the individual items remain in the database. By default there is a -DB- segment which includes all companies, contacts and persons in the database,


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so you can still view and utilize these items. If you want to delete items permanently from the database, see the section 3.3.5.5. Deleting companies, contacts and persons (page 27).


1. Select the segments by checking the checkboxes at the beginning of their rows.2. Click the Delete button. A confirmation dialog window appears displaying the number of the

selected items.3. Click the OK button.

3.3.5. MANAGING SEGMENT CONTENTS

Display the contents of a segment by clicking its row. The application enters the editing mode and lists the customers (companies and contacts) and persons (individual employees) included in the selected segment. Use the radio button for selecting the items you want to manage.


3.3.5.1. Defining segment contents (page 23)3.3.5.2. Creating profiles for companies and contacts in segments (page 25)3.3.5.3. Linking companies, contacts and persons to segments (page 26)3.3.5.4. Removing companies, contacts and persons from segments (page 26)3.3.5.5. Deleting companies, contacts and persons (page 27)3.3.5.6. Exporting segment contents to files (page 27)3.3.5.8. Searching companies, contacts and persons (page 28)

3.3.5.1. DEFINING SEGMENT CONTENTS

You can define the segment contents by using the search functions (include and exclude existing companies, contacts and persons). Company/contact/person activities can be used as search criteria to include/exclude companies, contacts and persons that have activities matching the used criteria.


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1. Select one segment by checking the checkbox at the beginning of its row.2. Click the Define button. The Define segment dialog window appears. The total number of

companies, contacts and persons in the segment are displayed at the bottom of the dialog window (for example, Segments total 26 50 3 => 26 companies, 50 contacts and three persons).

3. Use the radio buttons to select the type of items you want to include in the segment. Note the following:

The following options are available: Company (selected by default), Contact and Person. Company/contact/person activities can be used as search criteria to include/exclude companies, contacts and persons that have activities matching the used criteria. See the section 3.4. Managing activities (page 32).When you switch between the radio buttons, the dialog window is updated to match the selected option. For example, if you select the Company option, you are able to include all companies that match the entered criteria.You can use all different criteria sets during one search.When you use both customer-related and person-related criteria, they do not affect each other. In the customer related searches any criteria entered narrows the search result set.If you use only company related criteria, no contacts in the companies are included in the segment. If you want to include contacts as well, you have to enter some contact-related criteria separately. For example, enter the wildcard (the * character) into the surname field and all contacts within the resulting companies will be included in the


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segment. However, if you exclude companies, all contacts in the resulting companies are excluded from the segment.

4. Enter the search criteria into the appropriate fields. Note the following:Some search criteria (such as country, type, title, profile name, profile question, and profile answer) are selected by clicking the arrow next to the field. A pop-up dialog window appears for selecting the criteria.The dialog window is updated every time you enter a character. This quickly restricts the set of values. Reset the search results by clicking the Refresh button.The criteria can be a set of characters that must exist in the appropriate company name, post code, country, and profile fields.You may select more than one country, type, status or segment criterion for the search by picking new criteria one by one. If a combo box includes several criteria, the application includes all information into a current segment that fulfils at least one of these conditions. The criteria are separated with the | character.Only one profile name can be included in the search criteria at a time.Depending on the amount of data and the precision of the search criteria it may take a while to retrieve data.

5. Click the Include button. The software executes the search and lists the search results. Note the following:

The total number of resulting companies, contacts and persons are displayed at the bottom of the dialog window.If you want to exclude companies, contacts and persons from a segment, continue by clicking the Exclude button. If you want to clear the contents of the segment, click the Empty button. These actions are permanent and you cannot undo the changes.

3.3.5.2. CREATING PROFILES FOR COMPANIES AND CONTACTS IN SEGMENTS

1. See the section 3.7. Managing profiles (page 50).2. Select one segment by checking the checkbox at the beginning of its row.3. Click the Create profile button. The Create profile dialog window appears.


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4. Select the appropriate profile information (name, question and answer) related to companies/contacts. The profile name is the only mandatory definition for the segment content profiles.

5. Click the OK button. The application links the profile to all companies/contacts in the segment.

3.3.5.3. LINKING COMPANIES, CONTACTS AND PERSONS TO SEGMENTS

This procedure only links the selected items to the target segment. It does not remove the selected items from the source segment.

1. Display the contents of a segment by clicking its row.2. Select the companies, contacts and persons by checking the checkboxes at the beginning of

their rows.3. Click the Add... button. A dialog window listing the existing segments appears.4. Select the appropriate target segment from the drop-down menu and click the Add... button.

The application copies the selected items from the source segment to the target segment.

3.3.5.4. REMOVING COMPANIES, CONTACTS AND PERSONS FROM SEGMENTS

This procedure affects only the contents of the selected segment, and the individual items remain in the database. By default there is a -DB- segment which includes all companies, contacts and persons in the database, so you can still view and utilize these items.

1. Display the contents of a segment by clicking its row.2. Select the companies, contacts and/or persons by checking the checkboxes at the beginning of

their rows.3. Click the Remove button. A confirmation dialog window appears displaying the number of

the selected items. All contacts and persons related to the selected company are also removed, even though you have not selected them separately.


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4. Click the OK button.

3.3.5.5. DELETING COMPANIES, CONTACTS AND PERSONS

CAUTION: This procedure deletes the selected items permanently from the database and you cannot recover them.


1. Display the contents of a segment by clicking its row.2. Select the companies, contacts and/or persons by checking the checkboxes at the beginning of

their rows.3. Click the Delete button. A confirmation dialog window appears displaying the number of the

selected items. All contacts and persons related to the selected company are also deleted, even though you have not selected them separately.


3.3.5.6. EXPORTING SEGMENT CONTENTS TO FILES


1. Check that the WebClient process user (the Web Server user) has full control rights for the directory..\webadmin\Temp\ in the CEM Server. See the System Administration Guide document.

2. Display the contents of a segment by clicking its row.3. Select if you want the export file to be zipped or not.4. Click the Export button. The Export segment dialog window appears.

5. Select the Create ZIP file option if you want to create a ZIP file which contains the segment contents as a text (*.txt) file. Otherwise the text file is opened in the browser and you can save it.



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3.3.5.7. IMPORTING SEGMENT DATA

The segment data can be imported in the same way as the campaigns for the OB Desktop application, see 3.9.9.3. Importing campaign data (page 115). The file is imported as a scheduled job after it is placed in the import folder in the following way:

1. Click the Import button in the Segment view. The Import dialog window appears.2. Select the segment in which you want to import the data.3. Browse the file to be imported.4. Check the checkbox if you want to import also those contacts that are not connected to

companies.5. Click the Import button in the dialog window.

Notice the following:

The import folder is created and shared during installation, and if the default location is not used it must be defined in the Outbound > Settings > Import option in the same way as for the OB imports, see 3.9.10.1. Configuring campaign import and export directories (page 126).You can import files which are in the Microsoft Excel worksheet format (an XLS file with a sheet called CPM Import) or in the delimited text file format (a CSV file with the semicolon delimiters or a TXT file with the tab character delimiters). The first row must contain column names. See 3.9.9. Importing and exporting campaign data (page 109)

After the import job, the import icon appears at the end of the segment information line. If you place the cursor on the icon, the latest import time is displayed. If you click the icon, information on status or possible failure of the import is displayed.

3.3.5.8. SEARCHING COMPANIES, CONTACTS AND PERSONS


1. Display the contents of a segment by clicking its row.2. Click the Search... button. The search view appears.


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3. Enter the search criteria into the appropriate fields. Note the following:You can search companies and contacts simultaneously.You can use a wildcard (the * character) to replace any characters.Depending on the amount of data and the precision of the search criteria it may take a while to retrieve data.

4. Click the Search button. The software executes the search and lists the search results.

3.3.5.9. MERGING DUPLICATE INFORMATION IN A SEGMENT

In a company’s information there may be duplicates of contacts, that is the same name appears twice. These duplicates can be merged by deleting one and merging its information to the other:

1. Select a segment by checking the checkbox at the beginning of its row.


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2. Click the Merge button. The dialog window appears:

3. Select the radio button:Merge duplicates in selected segment: <segment name> option performs the merge and duplicates are deleted permanently.Only test option does not delete anything but shows how many duplicates there are.

4. Check the corresponding checkbox to create a new segment from merged contacts and show a report of merged contacts.

5. Click the OK button to perform the merge, or the Cancel button to cancel it.

3.3.6. MANAGING USER RIGHTS FOR SEGMENTS

NOTE: Create all users in the User Administrator application, see the User Administrator Guide document.


1. See the section 3.6. Managing users (page 43).2. Select the segment by checking the checkbox at the beginning of its row. 3. Click the Rights button. The Rights dialog window appears. Note the following:

The total number of companies and contacts in the segment are displayed at the top right corner of the dialog window.The list on the left displays all users with rights for the segment.The list on the right displays all user groups and the number of users in them.


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4. If you want to give user rights to individual users without using the user groups, continue in the following way:

Click the Add... button. The dialog window with all users appears.Select the users by checking the checkboxes at the beginning of their rows. You can also use the search function for locating users.Click the Add... button to return to the main user right dialog window and to transfer the selected users to the list of segment users. If you want to return to the main user right dialog window without saving the changes, click the Back button.


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5. If you want to give rights to individual users using the user groups, continue in the following way:

Select the user group which includes the appropriate users by checking checkbox at the beginning of its row.Click the View button. The dialog window listing all users in the selected user group appears.Select the users by checking the checkboxes at the beginning of their rows.Click the Add... button to return to the main user right dialog window and to transfer the selected users to the list of the segment users. If you want to return to the main user right dialog window without saving the changes, click the Back button.

6. If you want to remove rights from individual users, continue in the following way:Select the users by checking the checkboxes at the beginning of their rows.Click the Remove button. The application removes the selected users from the list of the segment users.

7. If you want to give rights to all members of user groups, continue in the following way:Select the user groups by checking the checkboxes at the beginning of their rows.Click the <-- Include button. The application transfers all users in the selected user group to the list of the segment users.

8. If you want to remove rights from all members of user groups, continue in the following way:Select the user groups by checking the checkboxes at the beginning of their rows.Check that the users you want to keep among the segment users do not belong to the selected groups. If such users are included in groups, you must give them rights as individual users after removing the rights from their user group.Click the Exclude --> button. The application removes all users in the selected user group from the list of the segment users.

3.4. MANAGING ACTIVITIES

You can create, edit and delete activities (such as tasks), you can also define and modify criterion values for activities. This may be necessary when the purpose of an existing activity changes or an activity becomes useless in the database. For example, marketing meetings may need to be separated from ordinary meetings due to the different value.


3.4.1. Creating activities (page 33)3.4.2. Editing activities (page 34)3.4.3. Deleting activities (page 34)3.4.4. Linking profiles to activities (page 34)3.4.5. Managing criteria for activities (page 35)3.4.6. Managing user rights for activities (page 37)


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3.4.1. CREATING ACTIVITIES


1. Click the Add new button. The Add new activity name dialog window appears.

2. Enter a name for the activity (compulsory) and an optional BCC address. Note the following:You can define one optional BCC (blind carbon copy) address for each activity.


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A copy of each e-mail related to the activity is sent to the BCC address.Users cannot see the BCC address when they send activity-related e-mails from the Communication Task Management (CTM) application.For example, when support personnel manage support request tasks using the CTM application, it may be useful to send copies of all e-mails to a common mail account (such as [email protected]).You can also define the BCC address via the activity properties as described in the section 3.8.1.8. Managing BCC addresses (page 71).

3. Define the default sender address to be the Communication Task Management e-mail address.4. Define the text colour for the task in the task list:

Click the button at the end of the row.Select from the available colours.

5. Click the Save button.

3.4.2. EDITING ACTIVITIES


1. Select one activity by checking the checkbox at the beginning of its row.2. Click the Edit button. The dialog window with the activity information appears.3. Edit the information which is described in the section 3.4.1. Creating activities (page 33).4. Click the Save button.

3.4.3. DELETING ACTIVITIES

CAUTION: This procedure deletes the selected items permanently from the database and you cannot recover them.


1. Select the activities by checking the checkboxes at the beginning of their rows.2. Click the Delete button. A confirmation dialog window appears displaying the number of the


3.4.4. LINKING PROFILES TO ACTIVITIES


1. See the section 3.7. Managing profiles (page 50).2. Select one activity by checking the checkbox at the beginning of its row.3. Click the Profiles button. The Profiles dialog window appears.


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4. Select one or more profiles by checking the checkbox at the beginning of its row, or select all by clicking the Select all button.

5. Click the Attach button.6. Close the dialog by clicking the Close window.

3.4.5. MANAGING CRITERIA FOR ACTIVITIES

By clicking a row the criteria and their values relating to an activity are displayed. The application enters the editing mode and lists the criteria for the selected activity.

The criteria are predefined in bold text and you cannot modify or delete them. The existing values are listed underneath each criterion. Use the drop-down menu to display only the values related to the selected criterion.


3.4.5.1. Creating criterion values (page 36)3.4.5.2. Editing criterion values (page 36)3.4.5.3. Deleting criterion values (page 36)3.4.5.4. Searching criterion values (page 37)


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3.4.5.1. CREATING CRITERION VALUES


1. Display the criteria related to an activity by clicking its row.2. Click the Create values button. The Create values dialog window appears:

3. Select the criterion from the pull down menu, Status, Priority, Type and Cost center options.4. Enter up to five values for the selected criterion.5. Click the Save button.6. If you want to add more values, repeat this procedure.

3.4.5.2. EDITING CRITERION VALUES


1. Display the criteria and the criterion values related to an activity by clicking its row.2. Select one criterion value by checking the checkbox at the beginning of its row.3. Click the Edit value button. The dialog window with the criterion value appears.4. Edit the information.5. Click the Save button.

3.4.5.3. DELETING CRITERION VALUES


1. Display the criteria the and the criterion values related to an activity by clicking its row.2. Select the criterion values by checking the checkboxes at the beginning of their rows. You can

select only the items on the same page.3. Click the Delete values button. A confirmation dialog window appears displaying the number

of the selected items.4. Click the OK button.


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3.4.5.4. SEARCHING CRITERION VALUES


1. Display the criteria the and the criterion values related to an activity by clicking its row.2. Click the Search value button. The search view appears.

3. Select the criterion from the drop-down menu.4. Enter the search criteria into the Value field. Note the following:

The wildcard (the * character) is automatically included in the end of the search criteria. You do not need to enter this wildcard separately, and the software does not display it in the search criteria field.Depending on the amount of data and the precision of the search criteria it may take a while to retrieve data.

5. Click the Search button or press the Enter key on your keyboard. The software executes the search and lists the search results.

3.4.6. MANAGING USER RIGHTS FOR ACTIVITIES

Manage these user rights in the same way as you manage the user rights for segments. See the section 3.3.6. Managing user rights for segments (page 30).

3.5. MANAGING PRODUCTS

You can create, edit and delete products and product groups. You can also include or exclude products to a selected product group. It may be necessary to create a new product group when an existing product group changes too much or becomes useless, or when a completely new product is released.

By default there is a -DB- product group which includes all products in the database. It is not recommended to give end users rights for this.


3.5.1. Searching product groups (page 38)3.5.2. Creating product groups (page 39)3.5.3. Editing product groups (page 39)3.5.4. Deleting product groups (page 39)3.5.5. Managing products in product groups (page 40)3.5.6. Managing user rights for product groups (page 43)


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3.5.1. SEARCHING PRODUCT GROUPS


1. Enter the search criteria into the Product group field. Note the following:The wildcard (the * character) is automatically included in the end of the search criteria. You do not need to enter this wildcard separately, and the software does not display it in the search criteria field.If you want to use a wildcard at the beginning of the search criteria, you must enter it manually.

2. Click the search button (the binoculars symbol) or press the Enter key on your keyboard. The software executes the search and lists the search results.

Depending on the amount of data and the precision of the search criteria it may take a while to retrieve data.


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3.5.2. CREATING PRODUCT GROUPS


1. Click the Add new button. The Add new product group dialog window appears.

2. Enter a name for the product group (compulsory) and optional free-form notes.3. Click the Save button.

3.5.3. EDITING PRODUCT GROUPS


1. Select one product group by checking the checkbox at the beginning of its row.2. Click the Edit button. The dialog window with the product group information appears.3. Edit the information which is described in the section 3.5.2. Creating product groups (page

39).4. Click the Save button.

3.5.4. DELETING PRODUCT GROUPS

CAUTION: This procedure permanently deletes the selected items from the database and you cannot recover them.

This procedure deletes the selected product group, but the individual items remain in the database. By default there is a -DB- product group which includes all products in the database, so you can still


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view and utilize these items. If you want to delete items permanently from the database, see the section 3.5.5.5. Deleting products (page 42).


1. Select the product groups by checking the checkboxes at the beginning of their rows.2. Click the Delete button. A confirmation dialog window appears displaying the number of the


3.5.5. MANAGING PRODUCTS IN PRODUCT GROUPS

Display the contents of a product group by clicking its row. The application enters the editing mode and lists the products included in the selected product group.


3.5.5.1. Creating products (page 40)3.5.5.2. Editing products (page 41)3.5.5.3. Linking products to product groups (page 41)3.5.5.4. Removing products from product groups (page 42)3.5.5.5. Deleting products (page 42)3.5.5.6. Searching products (page 42)

3.5.5.1. CREATING PRODUCTS


1. Display the contents of a product group by clicking its row.2. Click the New product button. A dialog window with the product information appears.


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3. Enter the appropriate product information. Note the following:The product code and product name are compulsory.The price, quantity, unit, currency, and description are optional.Unit does not refer to a numeric value; it means a piece, box, package, CD, or such.Use a full stop (.) as a decimal separator for the values related to price and quantity.


3.5.5.2. EDITING PRODUCTS


1. Display the contents of a product group by clicking its row.2. Select the product by checking the checkbox at the beginning of its row.3. Click the Edit button. A dialog window with the product information appears.4. Edit the information which is described in the section 3.5.5.1. Creating products (page 40).5. Click the Save button.

3.5.5.3. LINKING PRODUCTS TO PRODUCT GROUPS

NOTE: This procedure only links the selected items to the target product group. It does not remove the selected items from the source group.


1. Display the contents of a product group by clicking its row.2. Select the products by checking the checkboxes at the beginning of their rows.3. Click the Add... button. A dialog window listing the existing product groups appears.4. Select the appropriate target product group from the drop-down menu and click the Add...

button. The application copies the selected items from the source product group to the target product group.


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3.5.5.4. REMOVING PRODUCTS FROM PRODUCT GROUPS

This only affects the contents of the selected product group, and the individual items remain in the database. By default there is a -DB- product group which includes all products in the database, so you can still view and utilize these items.


1. Display the contents of a product group by clicking its row.2. Select the products by checking the checkboxes at the beginning of their rows.3. Click the Remove button. A confirmation dialog window appears displaying the number of

the selected items.4. Click the OK button.

3.5.5.5. DELETING PRODUCTS



1. Display the contents of a product group by clicking its row.2. Select the products by checking the checkboxes at the beginning of their rows.3. Click the Delete button. A confirmation dialog window appears displaying the number of the


3.5.5.6. SEARCHING PRODUCTS


1. Display the contents of a product group by clicking its row.2. Click the Search button. The search view appears.

3. Enter the search criteria into the appropriate fields. Note the following:The wildcard (the * character) is automatically included in the end of the search criteria. You do not need to enter this wildcard separately and the software does not display it in the search criteria field.Depending on the amount of data and the precision of the search criteria it may take a while to retrieve data.


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3.5.6. MANAGING USER RIGHTS FOR PRODUCT GROUPS


Restricting these user rights helps the end users to use just the required products without needing to deal with the whole product palette. For example, a software product group and a billing product group may be used by different sales personnel members.

3.6. MANAGING USERS

Users must be created in the User Administrator application, you cannot create users in the CPM Administrator application. The contacts defined and registered in the CEM database (in the User Administrator application) are moved automatically to the CPM database, and they form the -In-House- segment. Contents of the -In-House- segment can only be modified in the User Administrator application.

Use this application for maintaining CPM related user groups and managing CPM related user rights, and including or excluding users to selected groups. Forming hierarchical user groups helps you to manage a CPM database which contains a large number of users. For example, you can create a new user group to collect together certain user types in the CPM database.

By default there is a -DB- user group which includes all users in the database. It is not recommended to give end users rights for this segment.

There should also be a user group called -Supervisors- whose members have additional administrative rights for the Communication Task Management (CTM) application. For example, they can restore tasks and pick, delete and forward tasks from other users’ personal lists. When you link users to the -Supervisors- group, they get these additional rights automatically (but you must still give them the rest of the appropriate user rights in the normal way).

Note the following:

The password is optional.So called virtual user groups are described in the section 3.8.1.7. Managing virtual user groups related to common list (page 68).


3.6.1. Creating user groups (page 44)3.6.2. Editing user groups (page 45)3.6.3. Deleting user groups (page 45)3.6.4. Managing users in user groups (page 45)3.6.5. Managing user rights (page 48)


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3.6.1. CREATING USER GROUPS


1. Click the Add new button. The Add new user group dialog window appears.

2. Enter a name for the user group (compulsory) and optional free-form notes.


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3.6.2. EDITING USER GROUPS


1. Select one product group by checking the checkbox at the beginning of its row.2. Click the Edit button. A dialog window with the user group information appears.3. Edit the information which is described in the section 3.6.1. Creating user groups (page 44).4. Click the Save button.

3.6.3. DELETING USER GROUPS


This procedure deletes the selected user group, but the individual items remain in the database. By default there is a -DB- user group which includes all users in the database, it is managed in the User Administrator application.


1. Select the user groups by checking the checkboxes at the beginning of their rows.2. Click the Delete button. A confirmation dialog window appears displaying the number of the


3.6.4. MANAGING USERS IN USER GROUPS

Display the contents of a user group by clicking its row. The application enters the editing mode and lists the users included in the selected user group.


3.6.4.1. Editing users (page 46)3.6.4.2. Linking users to user groups (page 47)3.6.4.3. Removing users from user groups (page 47)3.6.4.4. Searching users (page 47)


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3.6.4.1. EDITING USERS


1. Display the contents of a user group by clicking its row.2. Select one user by checking the checkbox at the beginning of its row.3. Click the Edit button. A dialog window with the user information appears.4. Enter the appropriate user information. Note the following:

The login name and user’s name are compulsory.The user’s e-mail address and the password are optional.

5. Select the appropriate options to give rights for the selected CPM applications. This application has the following levels for rights:

Full control => Allows to enter all views in the application.Segment => Allows to manage segments.Outbound => Allows to manage outbound campaigns.

6. Select the appropriate options to define whether the user has rights for the Customer view and the Product tab in the task view of the Communication Task Management (CTM) application. You can also define these rights via the CTM settings as described in the section 3.8.1.6. Configuring CTM user settings (page 67). When you modify this information in either way, it is automatically updated both in these user properties and in the settings.

7. Define if the Connection to phone (ClientCom) interface is to be used. This setting allows a user to use certain phone functions in the CPM application. Contact the supplier for further information.

The setting is related to the Communication Task Management application. If the setting is not on, the user cannot ring from the Communication Task Management application, tasks are not created automatically from phone calls, e-mails are not allocated for users and so onYou can also define this setting as described in the section 3.8.4.1. Configuring phone settings (page 75).



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3.6.4.2. LINKING USERS TO USER GROUPS

NOTE: This procedure only links the selected items to the target user group. It does not remove the selected items from the source group.


1. Display the contents of a user group by clicking its row.2. Select the users by checking the checkboxes at the beginning of their rows.3. Click the Add... button. A dialog window listing the existing user groups appears.4. Select the appropriate target user group from the drop-down menu and click the Add... button.

The application copies the selected items from the source user group to the target user group.

3.6.4.3. REMOVING USERS FROM USER GROUPS

This procedure only affects the contents of the selected user group, and the individual items remain in the database. By default there is a -DB- user group which includes all users in the database, so you cannot delete users totally in this application.


1. See the notes and recommendations in the section 3.6.4. Managing users in user groups (page 45).

2. Display the contents of a user group by clicking its row.3. Select the users by checking the checkboxes at the beginning of their rows.4. Click the Remove button. A confirmation dialog window appears displaying the number of

the selected items.5. Click the OK button.

3.6.4.4. SEARCHING USERS


1. Display the contents of a user group by clicking its row.2. Click the Search button. The search view appears.

3. Enter the search criteria into the appropriate fields. Note the following:


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The wildcard (the * character) is automatically included in the end of the search criteria. You do not need to enter this wildcard separately, and the software does not display it in the search criteria field.Depending on the amount of data and the precision of the search criteria it may take a while to retrieve data.


3.6.5. MANAGING USER RIGHTS

NOTE: If you add new users to existing user groups, they do not automatically inherit the group rights. You must give the appropriate rights to each individual user separately. The only exception to this rule is the read only option of the profile rights which is described in the section 3.7.5. Managing user rights for profiles (page 59).

It is recommended to use this application mainly for creating and managing CPM related user groups and rights.

It is easier to manage rights if you give them separately for each individual segment, activity, product group, user group and profile as described in the following sections:

3.3.6. Managing user rights for segments (page 30)3.4.6. Managing user rights for activities (page 37)3.5.6. Managing user rights for product groups (page 43)3.7.5. Managing user rights for profiles (page 59)


3.6.5.1. Managing rights related to user groups (page 48)3.6.5.2. Managing rights related to user group visibility (page 49)3.6.5.3. Managing rights related to individual users (page 49)

3.6.5.1. MANAGING RIGHTS RELATED TO USER GROUPS

You can give and remove rights from the users in a user group for all segments, activities, product groups, user groups and/or profiles.



2. Select the user groups by checking the checkboxes at the beginning of their rows.3. Click the Group rights button. The Group rights dialog window appears.


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4. Select the appropriate options. An option should be checked in this dialog window only if all selected users have rights for all the items.

5. Click the Add... or Remove button.

3.6.5.2. MANAGING RIGHTS RELATED TO USER GROUP VISIBILITY


Managing visibility rights means that you can select the users who are able to see the selected user group and its members.

3.6.5.3. MANAGING RIGHTS RELATED TO INDIVIDUAL USERS



2. Display the contents of a user group by clicking its row.3. Select the users by checking the checkboxes at the beginning of their rows.4. If you want to modify the user rights for all segments, activities, product groups, user groups

and/or profiles, continue in the following way:Click the Rights button. The Modify rights of selected users dialog window appears.Select the appropriate options. Only check an option in this dialog window if all members of the user group this user belongs to have rights for it.Click the Add... or Remove button.


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5. If you want to modify the user rights for different CPM applications, continue in the following way.

Click the Edit button. The Edit user dialog window appears.Select and deselect the options which are described in the section 3.6.4.1. Editing users (page 46).Click the Save button.

3.7. MANAGING PROFILES

You can create, edit, and delete profiles for all activities, companies, contacts, persons and products. You can also create, edit, and delete questions and answers within the selected profile. For example, you may need to create a new product profile when a new product requires saving new information with new criteria. In practice profiles are used for classifying items (companies, contacts, persons, products and activities) and creating a way to save additional information in a predefined form.

The default main view displays the activity profiles. Use the drop-down menu to display other profiles.


3.7.1. Creating profiles (page 51)3.7.2. Editing profiles (page 53)3.7.3. Deleting profiles (page 54)3.7.4. Editing questions and answers for profiles (page 54)3.7.5. Managing user rights for profiles (page 59)


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3.7.1. CREATING PROFILES

1. Select the profile type from the drop-down menu: Activity, Company, Contact, Person or Product.

2. Click the Add new button. The Add new profile name dialog window appears.


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3. Enter the appropriate profile information. Note the following:

NOTE: This dialog window is dynamic, its contents depend on the profile type, not all options are shown to all types.

You can, for example, define activity, company, contact and person profiles to be used as infocards in the Communication Task Management (CTM) application. The usage depends on the user rights for the infocards.Profile name => Descriptive free-form name for the profile.Profile type => This is a special function for advanced use only. It can be used in customized system configurations related to the Reporting software. Contact the supplier for more information.Copy questions/answers from existing profile => Copies questions and answer from an existing profile. Select the profile in the pull down menu.

NOTE: The function does not copy answers of the types text and text area. If you are copying a Tree profile, the Next question definitions are copied to the answers only if the Tree checkbox is checked in the Advanced section also for the new profile.

Copy only questions => If the checkbox is checked, only questions are copied.Application => The applications where the profile can be used. The available values depend on the profile type. Select the All value if you want to make the profile available in all applications.


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Profile description => CTM => Additional free-form information which is displayed in the infocards.Tree => CTM => A tree profile means that you must answer a question in a certain way in order to see the consequent question. The allowed question types for tree profiles are Drop-down and Radio button (for the last question it can also be Drop-down (ms) which means a multiple drop-down menu). You cannot select the first question for the question sequence until you have created at least one question for the profile. You can select the first question either in the profile properties or the question properties.Compulsory => Activity profiles to be used as CTM infocards => If this option is selected, users are not allowed to save the task without first entering information into this infocard.CTM Handling type => If this option is selected, users can add an additional task-related timestamp for reporting purposes. The values are defined together with the other profile questions and answers. You can freely define the question name, since it is not displayed in the CTM user interface. The answer values are the handling type time stamps. The profile names and the answer values are displayed in the drop-down menus in the Select handling type dialog window in the CTM application.CTM Sender e-mail => If this option is selected, users can select a predefined e-mail address when sending e-mail. The values are defined together with the other profile questions and answers. You can freely define the question name, since it is not displayed in the CTM user interface. The answer values are the e-mail addresses, such as [email protected]. The answers are displayed in the From drop-down menu in the Compose message and Notifications and reminders dialog windows in the CTM application.Reporting => Company, contact or product profiles => This is a special function for advanced use only. Select the Active radio button if you want the profile to be used in the Reporting application. If one of the radio buttons is selected, the options related to the Reporting application are available in the question properties.Infocard text area height => CTM => The height of the text areas in the infocards. If you define the corresponding values for individual questions as described in the section 3.7.4.1. Creating questions (page 55), they override the value in the profile properties. If you have not defined the values either in the profile properties or in the question properties, the application uses the default value which is described in the section 3.8.1.5. Configuring advanced settings (page 65).


3.7.2. EDITING PROFILES


1. Select the profile type from the drop-down menu.2. Select one profile by checking the checkbox at the beginning of its row.3. Click the Edit button. A dialog window with the profile information appears.4. Edit the information which is described in the section 3.7.1. Creating profiles (page 51).5. Click the Save button.


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3.7.3. DELETING PROFILES



1. Select the profile type from the drop-down menu.2. Select the profiles by checking the checkboxes at the beginning of their rows.3. Click the Delete button. A confirmation dialog window appears displaying the number of the


3.7.4. EDITING QUESTIONS AND ANSWERS FOR PROFILES

Display the questions and answers related to a profile by clicking its row. The application enters the editing mode and lists the questions and answers for the selected profile.

The questions are in bold and the possible answers are listed underneath each question. Both the questions and answers are listed in alphabetical order. With tree profiles you can define the order of questions (a tree profile means that you must answer a question in the certain way in order to see the subsequent question) and with other CTM profiles you can sort them by using consecutive numbering. Use the checkbox for hiding all answers.


3.7.4.1. Creating questions (page 55)3.7.4.2. Creating answers (page 56)3.7.4.3. Editing questions and answers (page 57)3.7.4.4. Deleting questions and answers (page 58)


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3.7.4.1. CREATING QUESTIONS

If there are no questions, the profile is not displayed at all.


1. Display the questions and answers related to a profile by clicking its row.2. Click the New field button. The New field dialog window appears.


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3. Enter the appropriate question information. Note the following:This dialog window is dynamic, its contents depend on the profile type.Field name => A descriptive free-form name for the question.Field type => The application enters this value automatically. Even though the information can be edited using the Edit type button, this is a special function for advanced use only. Contact the supplier for more information.Prefill => Affects the CTM application => The maximum number of answers for the question (for example the number of text fields where you can enter information in an infocard). The default value is 1.Field => Affects the CTM application => The appearance of the field.The drop-down menu option for example, means that users must select the answers from amongst the existing values created in this application, and they cannot enter any free-form values into the field (the answers for the question). The default value is Drop-down. The allowed question types for tree profiles are Drop-down and Radio button (for the last question it can also be Drop-down (ms) which means a multiple drop-down menu).Infocard text area height => Affects CTM => The height of this text area in the infocard. If you define the corresponding values for individual questions, they override the value in the profile properties which are described in the section 3.7.1. Creating profiles (page 51). If you have not defined the values either in the profile properties or in the question properties, the application uses the default value which is described in the section 3.8.1.5. Configuring advanced settings (page 65).Data format => The format for the answers. The default value is Free Text.Consecutive no. => Affects CTM => The optional consecutive number for sorting the questions. If you enter a one-digit number, the application transforms it into a three-digit number automatically (for example, 1 => 001, 2 => 002, and so on.).First question => Affects CTM => The first question for the question sequence in a tree profile. You can select the first question either in the profile properties or the question properties. Answer is compulsory => Affects CTM => If this option is selected, users are not allowed to save the infocard without answering this question first.Reporting-related options => This function is related to Reporting application users only. These options are available only if one of the Reporting-related radio buttons is selected in the profile properties. Select the Active radio button to indicate the Reporting state if you want the profile to be used in the Reporting application. In this case you must define the question as a Reporting column. This kind of column can be defined only for a profile question, and it is not displayed in a drop-down menu after you have defined any questions for it.


3.7.4.2. CREATING ANSWERS


1. Display the questions and answers related to a profile by clicking its row.2. Select one question by checking the checkbox at the beginning of its row.3. Click the Create values button. The Add new profile answers to dialog window appears.


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4. Select the number of answers (values) you want to create for the question (field).5. Enter the answers into the appropriate fields. The format of the answers is defined in the

question properties. If the profile is a tree profile, you can select the consequent question, that is the question this answer triggers.

6. Click the Save button. If the profile is a tree profile, you can now navigate in the question sequence by using the arrows symbols next to the consequent or previous questions. Click the Refresh button to return to the list of questions and answers. The first question is always highlighted.

3.7.4.3. EDITING QUESTIONS AND ANSWERS


1. Select the profile type from the drop-down menu.2. Display the questions and answers related to a profile by clicking its row.3. Select the question or answer by checking the checkbox at the beginning of its row.4. Click the Edit button. The Edit profile question field or Edit profile answer field dialog

window appears.5. Edit the information which is described in the sections 3.7.4.1. Creating questions (page 55)

and 3.7.4.2. Creating answers (page 56).6. When editing an answer, decide if the answer is updated in the existing profiles as well, and

check the checkbox accordingly7. Click the Save and Close buttons.


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3.7.4.4. DELETING QUESTIONS AND ANSWERS



1. Select the profile type from the drop-down menu.2. Display the questions and answers related to a profile by clicking its row. When you delete a

question, all its answers are deleted automatically.3. Select the questions and answers by checking the checkboxes at the beginning of their rows.4. Click the Delete button. A confirmation dialog window appears displaying the number of the

selected items. In this dialog you can check the Clear answers from existing profiles checkbox to remove the same answer from all existing profiles.

5. Click the OK button to confirm and Cancel to cancel the deletion.

3.7.4.5. SEARCHING QUESTIONS AND ANSWERS


1. Select the profile type from the drop-down menu.2. Display the questions and answers related to a profile by clicking its row.3. Click the Search button. The search view appears.

4. Enter the search criteria into the appropriate fields. Note the following:The wildcard (the * character) is automatically included in the end of the search criteria. You do not need to enter this wildcard separately, and the software does not display it in the search criteria field.Depending on the amount of data and the precision of the search criteria it may take a while to retrieve data.


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3.7.5. MANAGING USER RIGHTS FOR PROFILES


There is an additional feature for defining that certain users or user groups have just read-only rights for a profile or question. Define this by selecting the option (the checkbox) after the user or user group name in the Rights dialog window (the RO column). Note the following:

You do not need to save this setting separately, it is enabled and disabled when you select or deselect the option (the checkbox).You can define a user group to have read-only rights for a profile or a question even if all individual group members do not have rights to view the profile.If you add new users to user groups, normally they do not inherit the group rights automatically, you must give the appropriate rights for individual users separately. This additional feature is the only exception as the new users in a user group inherit these read-only rights. See the section 3.6.4. Managing users in user groups (page 45).If users have read-only rights for a profile, they have read-only rights for all questions in the profile.If a user group has read-only rights for a profile or question, all individual group members have read-only rights for it.

3.8. MANAGING AND CONFIGURING SETTINGS


3.8.1. Configuring Communication Task Management (CTM) settings (page 59)3.8.2. Configuring Chat settings (page 71)3.8.3. Configuring Reporting settings (page 73)3.8.4. Configuring common settings (page 75)

Note that defining the Outbound settings is explained in the chapter 3.9.10. Configuring campaigns (page 126).

3.8.1. CONFIGURING COMMUNICATION TASK MANAGEMENT (CTM) SETTINGS


3.8.1.1. Configuring remote tasks (page 60)3.8.1.2. Managing e-mail templates (page 60)3.8.1.3. Managing e-mail signatures (page 63)3.8.1.6. Configuring CTM user settings (page 67)3.8.1.5. Configuring advanced settings (page 65)


ADMINISTRATION GUIDE3.8.1.1. CONFIGURING REMOTE TASKS

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3.8.1.7. Managing virtual user groups related to common list (page 68)3.8.1.8. Managing BCC addresses (page 71)

Note that channels are defined in the System Administrator application.

3.8.1.1. CONFIGURING REMOTE TASKS

You must define the following information in order to make it possible to forward tasks to remote users by e-mail:

Application URL => The location of the remote Communication Task Management application (Communication Task Management Backoffice) as an HTTP address. For example, http://netserver4/company/taskmanager_backoffice (use an underscore to separate the application name in the application URL).Login in use => You can define whether a login is required when users enter the remote Communication Task Management application. The function is in use if all following conditions are satisfied:

This Login in use option is selected.The remote users must have the Communication Task Management Backoffice option selected in theUser Administrator application Account - CPM tab.

From => The default e-mail address used when sending a remote user an e-mail.Subject => The default subject used when sending a remote user an e-mail.Body => The default body text used when sending a remote user an e-mail.Show infocards/products => Define whether these tabs in the remote Communication Task Management application are displayed.

3.8.1.2. MANAGING E-MAIL TEMPLATES

NOTE: These templates are available for notifications as well.


ADMINISTRATION GUIDE3.8.1.2. MANAGING E-MAIL TEMPLATES

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Creating e-mail templates

1. Click the Add new button. The E-mail template dialog window appears.Enter a descriptive name for the template.Enter a subject to be used in the template. Use free-form text and/or buttons to select and enter variables which transfer the values from the selected fields to the selected locations in the template. For example, the variable <<Subject>> transfers the task subject to e-mail subject field.Enter the body text to be used in the template. Use free-form text and/or buttons to select and enter variables which transfer the values from the selected fields to the selected locations in the body text. For example, the variable <<Task ID>> transfers the task ID value.

2. Click the Add infocard (for all profiles) and Add answer node (for tree profiles only) buttons to select and enter optional variables which transfer the values from the infocards to the selected locations in the body text. A variable includes the selected profile name and the selected question or question number, and the answers are transferred to the body text. For example, the variable <<{Profile name}:{Next available appointment}>> may transfer the answer Yesterday, Today or Tomorrow. See the section 3.7. Managing profiles (page 50).

3. If you want to link the template to a certain channel, select the application where the template is used. The listed applications and their channels are transferred from the CEM database. See the System Administration Guide document. When you select the application, the appropriate channels are automatically transferred to the drop-down menu and you can select them. If you want to use the template with all tasks, select the All checkbox.

4. Select the action which triggers an optional automatic reply. This function requires that the application and at least one channel are selected.

5. Select up to three standard attachment files to be included in the template. For example, you may want all e-mail replies to include a price list when they are related to e-mail inquiries which have arrived via a certain channel.



ADMINISTRATION GUIDE3.8.1.2. MANAGING E-MAIL TEMPLATES

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Editing e-mail templates

1. Select one e-mail template by checking the checkbox at the beginning of its row.2. Click the Edit button. A dialog window with the e-mail template information appears.3. Edit the information.4. Click the Save button to save the changes or the Reset button to retrieve the initial data if you

have not yet saved the changes.

Deleting e-mail templates

CAUTION: This procedure permanently deletes the selected templates from the database and you cannot recover them.

1. Select the e-mail templates by checking the checkboxes at the beginning of their rows.2. Click the Delete button. A confirmation dialog window appears displaying the number of the


Managing user rights for e-mail templates



ADMINISTRATION GUIDE3.8.1.3. MANAGING E-MAIL SIGNATURES

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3.8.1.3. MANAGING E-MAIL SIGNATURES

Perform the related procedures in the following way:

Creating e-mail signature

1. Click the Add new button. The E-mail signature dialog window appears.Enter a descriptive name for the signature.Enter the free-form body text to be used in the signature.

2. Link the signature to a channel. The channels are transferred from the CEM database. See System Administration Guide. If you want to use the signature with all tasks, select the All checkbox.


Editing e-mail signatures

1. Select one e-mail signature by checking the checkbox at the beginning of its row.2. Click the Edit button. A dialog window with the e-mail signature information appears.3. Edit the information.4. Click the Save button to save the changes or the Reset button to retrieve the initial data if you


Deleting e-mail signatures


1. Select the e-mail signatures by checking the checkboxes at the beginning of their rows.2. Click the Delete button. A confirmation dialog window appears displaying the number of the


Managing user rights for e-mail signatures



ADMINISTRATION GUIDE3.8.1.4. CONFIGURING CTM NOTIFICATIONS

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3.8.1.4. CONFIGURING CTM NOTIFICATIONS

Add new or edit existing automatic notification requests for different activity names (task names). The notification is sent when the status of the task is changed as an e-mail or SMS.

1. Click the Add new (or select the existing one and click the Edit) button. A dialog window appears.

2. Select the activity name.3. If the Confirm sending checkbox is selected, the confirmation dialog window is opened

before sending the message, except with the statuses Allocated and Moved to queue. 4. Select which Status values trigger the sending.5. Select the recipients for both the e-mail and SMS messages from the list of groups

Responsible, Shared, Informed, Created by and Contacts. You can add more e-mail addresses and SMS numbers separated by semicolons in the freeform field.

NOTE: The recipients must have appropriate contact information configured in the CPM database to receive the message.

6. Write the message subject and body text. Click the buttons to add task fields or infocards to the text.


ADMINISTRATION GUIDE3.8.1.5. CONFIGURING ADVANCED SETTINGS

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3.8.1.5. CONFIGURING ADVANCED SETTINGS

You can define the following advanced settings for the Communication Task Management application:

Infocard mode => The appearance mode for the infocard list on the left-hand side of the Infocards tab.

Normal => Displays the infocard name and all entered answers.Compact => Displays only the infocard name and the number of entered answers.

Reminder poll interval => The interval for polling the upcoming reminders in the database. Do not select too frequent polling as it causes unnecessary load in the database and slows down the performance.Internal solution => Define whether the Internal solution field is displayed in the Info tab.Channel definition refresh interval => The interval for updating the channel definitions during a CTM session. See the System Administration Guide.Change start date when picking => Define whether the task starting date changes every time a user picks the task from the common list. By default the starting date is the date when a task was created.


ADMINISTRATION GUIDE3.8.1.5. CONFIGURING ADVANCED SETTINGS

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Default height of infocard text areas => The height of the text areas in the infocards. If you define the corresponding values for individual questions as described in the section 3.7.4.1. Creating questions (page 55), they override the value in the profile properties which are described in the section 3.7.1. Creating profiles (page 51). If you have not defined the values either in the profile properties or in the question properties, the application uses this default value.Outbound scripts => Check the Show checkbox to enable editing the Outbound Desktop campaign scripts in the CTM application after the actual campaign is handled. Interval for removing deleted tasks permanently => Define how soon deleted activities (tasks) are permanently deleted from the CPM database. The choices are 30 days, 60 days, 120 days, half a year, one year, one and half years and two years. The default value is half a year.List columns => Select the number of task list columns in the pull-down menu and define the width for each. Usually the subject field needs most space. Column width total must be 100%. The default values are 5 columns at 20% each. Users can then select in the CTM application settings which information they want to see in which column. Attachment handling =>

Use local file system => Check the checkbox to use the local file system. In this case the attachment files are copied to the client workstation when they are opened in the CTM application. This requires appropriate rights to read files from the source folder.Save call recordings as links => For special use only: By default the CTM application saves the phone recordings to the default attachment directory. If this option is selected, the recorded file is saved only in the shared or workspace specific recording directory (defined for the telephony application), and there is only a link to this directory in the task.Delete old attachments automatically => Delete the deleted attachments and the attachments of deleted tasks, and start automated deleting of those files. At least one e-mail channel must be defined to use automatic deletion. To delete the attachments manually, click the delete button, or open the file list and select all or part of the files to be deleted.


ADMINISTRATION GUIDE3.8.1.6. CONFIGURING CTM USER SETTINGS

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3.8.1.6. CONFIGURING CTM USER SETTINGS

You can define which users have rights for the Customer view and the Product tab in the task view of the CTM application. If the user has no rights for the customer view, the Customer tab is also hidden in the task view.

You can also define these rights via the user properties as described in the section 3.6.4.1. Editing users (page 46). When you modify this information in either way, it is automatically updated both in these settings and in the user properties.



ADMINISTRATION GUIDE3.8.1.7. MANAGING VIRTUAL USER GROUPS RELATED TO COMMON LIST

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3.8.1.7. MANAGING VIRTUAL USER GROUPS RELATED TO COMMON LIST

You can create virtual user groups which are used for filtering and organising tasks in the common list. Virtual users are used for fine tuning, that is dividing a virtual user group into more precise categories.

E-mail channel handling supports virtual common users. If a virtual user is defined for the channel, tasks are created to the virtual common list, otherwise tasks are created to normal common list. For channel configuration refer to System Administration Guide.

Note the following:

Tasks remain in the common list even when you forward them to the virtual users in the virtual user groups. This means that they are not transferred to personal lists of actual users.You can manage the rights related to the visibility of virtual user groups. Managing visibility rights means that you can select the actual users who are able to see the selected virtual user group and its members.The actual users with appropriate visibility rights can display and pick tasks forwarded to the members of virtual user groups. An imaginary wholesale company for example, may organise its ordering process by entering received and placed orders into the CTM application as tasks, and by forwarding them to the virtual users Apples, Pears and Oranges in the virtual user group Fruits. A corresponding virtual user group Meat can include virtual users Pork, Beef and Veal. This may help the employees to view and pick the relevant tasks in the common list more quickly.Individual virtual users can be members in several virtual user groups. It is recommended to delete virtual users before deleting the groups they belong to.Virtual user groups are included in all user group lists in the CTM application. They are indicated in these lists with the prefix ->.



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Creating virtual user groups

1. Click the Add new button. The Add new user group dialog window appears.2. Enter a compulsory name for the user group and optional free-form notes.3. Click the Save button.

Editing virtual user groups

1. Select one user group by checking the checkbox at the beginning of its row.2. Click the Edit button. A dialog window with the user group information appears.3. Edit the information.4. Click the Save button.

Deleting virtual user groups

This deletes the selected group, but the individual items remain in the database.


1. Select the user groups by checking the checkboxes at the beginning of their rows.2. Click the Delete button. A confirmation dialog window appears displaying the number of the


Creating virtual users

1. Display the contents of a user group by clicking its row.2. Click the New user button. The Add new user dialog window appears.3. Enter a login name (such as initials) and descriptive user’s name.



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Editing virtual users

1. Display the contents of a user group by clicking its row.2. Select one user by checking the checkbox at the beginning of its row.3. Click the Edit button. A dialog window with the user information appears.4. Edit the information.5. Click the Save button.

Linking virtual users to virtual user groups

1. Display the contents of a user group by clicking its row.2. Select the users by checking the checkboxes at the beginning of their rows.3. Click the Add... button. A dialog window listing the existing user groups appears.4. Select the appropriate target user group from the drop-down menu and click the Add... button.

The application copies the selected items from the source user group to the target user group.

Removing virtual users from virtual user groups

This only affects the contents of the selected user group, and the individual items remain in the database.

Display the contents of a user group by clicking its row.Select the users by checking the checkboxes at the beginning of their rows.Click the Remove button. A confirmation dialog window appears displaying the number of the selected items.Click the OK button.

Deleting virtual users


1. Display the contents of a user group by clicking its row.2. Select the users by checking the checkboxes at the beginning of their rows.3. Click the Delete button. A confirmation dialog window appears displaying the number of the


Searching virtual users

1. Display the contents of a user group by clicking its row.2. Click the Search button. The search view appears.3. Enter the search criteria into the appropriate fields.


ADMINISTRATION GUIDE3.8.1.8. MANAGING BCC ADDRESSES

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Managing rights related to virtual user group visibility => Manage these user rights in the same way as you manage the user rights for segments. See the section 3.6.5.2. Managing rights related to user group visibility (page 49).

3.8.1.8. MANAGING BCC ADDRESSES

You can define one optional BCC (blind carbon copy) address for each activity. Note the following.

A copy of each e-mail related to the activity is sent to the BCC address.Users cannot see the BCC address when they send activity-related e-mails from the Communication Task Management (CTM) application.When the support personnel, for example, manage support request tasks by using the CTM application, it may be useful to send copies of all e-mails to a common mail account (such as [email protected]).You can also define the BCC address via the activity properties as described in the section 3.4.1. Creating activities (page 33).

3.8.2. CONFIGURING CHAT SETTINGS

No other chat settings are available but chat template settings:


ADMINISTRATION GUIDE3.8.2. CONFIGURING CHAT SETTINGS

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Creating chat templates

1. Click the Add new button. The Chat template dialog window appears.Enter a descriptive name for the template.Enter the body text to be used in the template, if any. Use free-form text.

2. If you want to link the template to a certain channel, select the application and channel where the template is used. The listed applications and their channels are transferred from the CEM database. When you select the application, the appropriate channels are automatically transferred to the drop-down menu and you can select them. If you want to use the template with all tasks, select the All applications / All channels checkbox respectively.


Editing chat templates

1. Select one chat template by checking the checkbox at the beginning of its row.2. Click the Edit button. A dialog window with the template information appears.3. Edit the information.4. Click the Save button to save the changes or the Reset button to retrieve the initial data if you


Deleting e-mail templates


1. Select the chat templates by checking the checkboxes at the beginning of their rows.2. Click the Delete button. A confirmation dialog window appears displaying the number of the

selected items.


ADMINISTRATION GUIDE3.8.3. CONFIGURING REPORTING SETTINGS

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3.8.3. CONFIGURING REPORTING SETTINGS

Settings related to Reporting application effect the Reporting users only. Contact the supplier for more information.

If the Reporting is installed to the system, you can define the information that is transferred to Reporting application from the Reporting infocard and adjust the ReportingFormula parameters.

3.8.3.1. REPORTING INFOCARDS

One infocard per task is transferred to Reporting for OLAP analysis. You can define either which infocard, or which few questions from it, are transferred. If no infocard is selected, or if several infocards are selected correspondingly, the first registration timestamped infocard is transferred. Perform the procedure in the following way:

1. Select the profile from which to transfer information.2. Define the questions to be transferred, or check the All questions checkbox to transfer all

questions. Clicking the Clear button resets selection.3. Click the Save button.


ADMINISTRATION GUIDE3.8.3.2. REPORTING PARAMETERS

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3.8.3.2. REPORTING PARAMETERS

Following Reporting parameters for General datamart can be modified. The default value is the maximum limit for a parameter value in seconds.

IsRepliedOnTime Default value is 14400.Task replied to on time (e-mail or call out) within given time limit.

EmailReactionTime Default value is 14400.How long did it take after the e-mail task was received until the agent viewed it.

ForwardReactionTime Default value is 14400.How long did it take from agent to react to a forwarded task by viewing it.

FirstAnswerTime Default value is 14400.How long did it take until reaction to the task by an e-mail or call-out.

RemoteReactionTime Default value is 14400.How long did it take for an agent to start handling a backoffice task after it had been put in process.

TotalDuration Default value is 31536000.Maximum time limit for total calendar based duration of the task.

ConsultingDuration Default value is 31536000.Maximum time limit for total consultation duration of the task.

HandlingDuration Default value is 31536000.Maximum time limit for total handling duration of the task.

CallInDuration Default value is 14400.Maximum time limit for the duration of incoming call.

CallOutDuration Default value is 14400.Maximum time limit for the duration of outgoing call.

ConsultingCallDuration Default value is 14400.Maximum time limit for the duration of consulting call.

OtherTime Default value is 36000.Maximum time limit for an other time used for the task by an agent.


ADMINISTRATION GUIDE3.8.4. CONFIGURING COMMON SETTINGS

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3.8.4. CONFIGURING COMMON SETTINGS


3.8.4.1. Configuring phone settings (page 75)3.8.4.2. Configuring settings for e-mail, fax and SMS messages (page 76)

3.8.4.1. CONFIGURING PHONE SETTINGS

You can define the following phone-related settings:

Prefix => The prefix which is automatically included in all Communication Task Management related outbound calls.Connection to phone (ClientCom) => Define if the phone interface is in use. This setting means that a user can use certain phone functions in the CPM application. Contact the supplier for more information.


ADMINISTRATION GUIDE3.8.4.2. CONFIGURING SETTINGS FOR E-MAIL, FAX AND SMS MESSAGES

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The setting is related to the Communication Task Management application. If the setting is not on, the user cannot call from the Communication Task Management application, and tasks are not created automatically from phone calls and e-mails are not allocated for users and so on.You can also define these rights via the user properties as described in the section 3.6.4.1. Editing users (page 46). When you modify this information in either way, it is automatically updated both in these user properties and in the settings.Manage these user rights in the same way as you manage the user rights for segments. See the section 3.3.6. Managing user rights for segments (page 30).

3.8.4.2. CONFIGURING SETTINGS FOR E-MAIL, FAX AND SMS MESSAGES

Define the directory for e-mail attachments to enable enclosing attachments to e-mails, and the domain and sender account for faxes to enable sending and receiving faxes. The settings are related to the Customer Registry and Communication Task Management applications.

E-mail attachment directory

The e-mail directory must be shared, and the WebClient process user (the Web Server user) must have reading and writing rights for it. See System Administration Guide. Enter the path in the format \\servername\foldername\. Do not omit the backslashes.


ADMINISTRATION GUIDE3.8.4.3. MANAGING ATTACHMENT TYPES

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If the e-mail subdirectory rule is set, the application creates subdirectories according this rule for each attachment. Select the rule from the drop-down menu from the following choices:

NONE => No naming rule is set and no subdirectories are created.AZ09 => Subfolder is named randomly to be either a letter or a number.HOUR => Subfolder is named in format YYYYMMDD_HH.DAY => Subfolder is named in format YYYYMMDD.WEEK => Subfolder is named in format YYYY_WW.MONTH => Subfolder is named in format YYYYMM.YEAR => Subfolder is named in format YYYY.

Make sure that the WebClient process user and the CEM service user have rights to create directories to e-mail directory.

Fax domain and account

To enable the communication with a fax server, define the domain name and the sender account. E-mails are routed from the defined domain to the fax server’s SMTP connector. See the Installation Guide to install the fax server.

The faxes are sent with the configured e-mail account. The account must be a fax user. It is recommended that the e-mail address is configured as a CTM e-mail channel in order to get reports of sent faxes and failed sendings.

Number of SMS messages

Set the number of SMS messages sent in one task notification.

3.8.4.3. MANAGING ATTACHMENT TYPES

You can create, edit, and delete attachment types (documents and document templates, such as various Microsoft Word or Microsoft Excel files). You can also link them to any of the activities


ADMINISTRATION GUIDE3.8.4.3. MANAGING ATTACHMENT TYPES

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used in the Communication Task Management application. It may be necessary to create a completely new attachment type when new activity types require a certain type of document template (such as a blank form). If you link an existing attachment type to an appropriate activity you do not need to recreate the same attachment type all over again.

Note the following:

Administrators create and maintain templates for the attachments, and end users utilize them in the CTM application.Attachment types are always linked to companies and contacts via activities, that is a certain attachment type is available only with certain activities.If an attachment type is not linked to any activities, it is not available for use.To make the attachment types available for all end users, save them to a shared location.

Creating attachment types

1. Click the Add new button. The Add new attachment type dialog window appears.2. Enter a descriptive name for the attachment type.3. Enter the path in one of the following formats:

\\servername\directoryname\documentname.doc (a copy of the template document is created into the defined directory) or \\servername\directoryname\? (files are copied to the defined directory). Remember the backslashes.


Editing attachment types

1. Select one attachment type by checking the checkbox at the beginning of its row.2. Click the Edit button. A dialog window with the attachment type information appears.3. Edit the information.4. Click the Save button.


ADMINISTRATION GUIDE3.9. MANAGING OUTBOUND CAMPAIGNS

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Deleting attachment types


1. Select the attachment types by checking the checkboxes at the beginning of their rows.2. Click the Delete button. A confirmation dialog window appears displaying the number of the


Linking attachment types to activities

1. Select one attachment type by clicking its row. A dialog window appears.2. Select the appropriate activities by checking the checkboxes at the beginning of their rows.3. Click the Attach button.4. If you want to link other attachment types to activities, select another type from the drop-

down menu and repeat the procedure.

Managing user rights for attachment types

Click the Rights button. The function is similar to the other user right management, see the section 3.3.6. Managing user rights for segments (page 30).

3.9. MANAGING OUTBOUND CAMPAIGNS

Related issues are described in the sections 3.2. Setting up Outbound Desktop (OB Desktop) (page 12) and 3.9.10.1. Configuring campaign import and export directories (page 126).

This section describes the following functions and issues. Select one by clicking the corresponding button:

3.9.1. Managing campaigns (page 80)3.9.2. Managing scripts (page 90)3.9.3. Managing classifiers (page 93)3.9.4. Managing templates (page 96)3.9.5. Managing filters (page 98)3.9.6. Managing call transfer lists (page 105)3.9.7. Managing dialers (page 105)3.9.8. Managing OB segments (page 107)3.9.9. Importing and exporting campaign data (page 109)3.9.10. Configuring campaigns (page 126)3.9.11. Monitoring and reporting campaigns (page 129)


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3.9.1. MANAGING CAMPAIGNS

Campaign data is created outside the system and imported either manually or automatically, or the existing segments can be used. You can edit predefined outbound call campaigns to a certain extent. You can also delete and run campaigns and give user rights for them. See the section 3.2. Setting up Outbound Desktop (OB Desktop) (page 12).

The campaign list displays the following campaign information:

Starting date and timeEnding date and timeNumber of remaining unhandled customersNumber of agents attached to the campaignCampaign status

Passive => Indicates that the campaign is not running.Active => Indicates that the campaign is running.Handled => Indicates that the agents have gone through all customers in the campaign. PDC sets this status automatically in the database.Expired => Indicates that the ending date has past. PDC sets this status automatically in the database.Invalid => Indicates that there is something wrong in the campaign settings. For example, the campaign-specific dialer parameters have errors. The tooltip displays additional information of the problem / error.

Registration date and time


ADMINISTRATION GUIDE3.9.1.1. EDITING CAMPAIGNS

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3.9.1.1. Editing campaigns (page 81)3.9.1.2. Deleting campaigns (page 89)3.9.1.3. Running campaigns (page 90)3.9.1.4. Managing user rights for campaigns (page 90)

3.9.1.1. EDITING CAMPAIGNS


1. Select the campaign by checking the checkbox at the beginning of its row.2. Click the Edit button. The view with the campaign information appears.

The upper status line tells that you when the campaign has last been edited and what is the segment created when you imported the campaign. The segment name is in the format: OB:Original campaign name. See the section 3.9.8. Managing OB segments (page 107).



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3. Edit the campaign information:Campaign name => Describes the campaign contents and is displayed in the campaign list in this application and in the Outbound Desktop (OB Desktop) application. See the section 3.9.9. Importing and exporting campaign data (page 109).Dialer / parameters => Select the dialer engine according to the dialing mode: Preview => preview or progressive campaigns (default). If you are using other dialers, such as predictive dialing, you must create a new dialer, see 3.9.7. Managing dialers (page 105). The parameters are the same as the dialer specific parameters but they are set separately. See the section 3.2.3. Configuring Predictive Dialing Controller (PDC) (page 15).



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NOTE: You cannot change the dialer when the campaign is active.

Time zone => If the campaign is carried out in different time zone than the BCM system servers, select the campaign time zone from the pull-down list.Filter => Filter customers with the selected filter. See the section 3.9.5. Managing filters (page 98).Script => Select the script from the list. See the section 3.9.2. Managing scripts (page 90).Classifier => Select the classifier from the list. See the section 3.9.3. Managing classifiers (page 93).Call transfer list => Enables the agent to make call transfers in the Outbound Desktop user interface. See the section 3.9.6. Managing call transfer lists (page 105).Company/Contact/Person template => See the section 3.9.4. Managing templates (page 96).Auto-open template => Defines whether the customer information template is opened automatically when a customer call is connected during the campaign. The default value is Not in use.Start date/End date => Select the starting and ending date for the campaign. Agents cannot see the campaign in the OB Desktop application before the starting time. If you leave the fields empty, the campaign is ready for execution immediately when you start running the campaign, and it continues until you pause it or all customers are handled. See the section 3.9.1.3. Running campaigns (page 90). Dialing mode => See the section 3.2.1. Understanding the Outbound Desktop campaign concept (page 12). The default value is Preview. You cannot change dialing mode when the campaign is active.

Preview => Agents can view the customer data before making calls. If the Preview mode is selected without further settings, it is used with open preview mode, that is, there is no time limit for viewing the customer information before a call. During the preview and wrap up the phone line is not reserved.Progressive => The software selects a new customer automatically and makes the new call immediately when an agent has finished the afterwork related to the previous call.Predictive => The software makes calls automatically. When a customer answers a call, it is immediately connected to a free agent.Test => For training and testing purposes only. All campaign functions are available except Pause/Resume, but nothing is written into the databases. Also the OB Desktop functions can be demonstrated without starting the CDT application

Auto-open script => Defines whether the script view appears automatically when a customer answers a call.Classifier after script => Defines if an agent needs to define the classifier after using the script. The following alternatives are available:

In use = The agent needs to select the classifier after saving the script. Not in use = The agent can move to the next customer without selecting the classifier after saving the script. In this case, the Script handled classifier value



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and the call result Successful are automatically saved, which means that customer is marked as handled.

Skip => Defines if an agent has the right to skip the offered customer and move to the next one. The software offers the skipped customer to another agent. Skipped calls are counted as calls in reporting. The default value is Not in use.Rejection => Defines if an agent has the right to reject the offered customer and move to the next one. The software does not offer the rejected customer to other agents. Rejected calls are counted as calls in reporting. The default value is Not in use.End wrap button => Defines if the End wrap button is used or not. When in use, you end the afterwork with this button. If not in use, selecting the classifier ends the afterwork. The default value is In use.Recording => Enables recording the calls during the Outbound Desktop campaign. The default value is Not in use.Random order => Defines if the customers are offered to agents at random. By default the customers are offered in the order in which they are listed in the campaign data sheet, that is, in which they were imported to the campaign. The default value is Not in use. NOTE:

If more customers are imported after the initial import, the customers may appear to be in random order. If you want to make sure that customers are in the definite order, define the Priority order for the customers in the original campaign information.The customers that have the priority value (there is a column Priority in the campaign data with appropriate values) are always offered to agents in the order of priority, though the Random order is selected.

Absence profiles => If the absence profiles are in use, the agent can select an absence profile in the CDT application. When a profile is selected, the agent is set on pause. When the default profile is selected, the agent is resumed. The default value is Not in use.Three-way conference => Enables that the agent can form a three-way conference in the Outbound Desktop user interface. Both calls in the conference are public calls, that is all participants hear all participants. Possible values are Not in use and In use. The default value is Not in use.External recognition => Can be used with a certain external software module only: if given the value 1, the system automatically recognizes fax, modem or answering machine answers. The default value is empty. Visible A-number => Define the number that is displayed as a callers number during the campaign. If no number is defined, each agent’s number is displayed.Contractor => The name or ID of the party who ordered the campaign. Retry interval (s) => The number of seconds the software waits until it tries (or offers to try) to call a customer again after the call is classified with a call result Recall, Busy, No answer, or Answering machine (with the default classifier list these correspond to the classifiers Agent agreed to call back to the customer, Busy, No answer and Answering machine). Typically, with this setting you can schedule the recall time for the classifier Agent agreed to call back to the customer, refer to the following setting. The default value is 600.Retry interval/ busy/answ. mach./not reached (s) => The number of seconds the software waits until it tries (or offers to try) to call a customer again after an



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unsuccessful attempt classified with the call result Busy, Answering machine or No answer. These values override the Retry interval (s) value above. With this setting you can schedule the recall time for the classifiers Busy, No answer and Answering machine, refer to the previous setting. The default value is 600. Option: you can also use a special value -1 in these fields. In this case no specific recall time is used, however the customer is called the again in the next call round (after all customers on the previous call round are called). This might improve performance especially when customers are running out, the agent need not to wait until the scheduled recalls will be due.Retries => The number of times the software tries to reach a customer after the first call until it is dropped from the call list. The default value is 3. If the agent makes a recall request with the Add recall dialog, the CallCount is not increased.Retries/ busy/answ. mach./not reached => The number of times the software tries to reach a customer after the first call until it is dropped from the call list when a busy/answering machine/not reached classifier is selected. These values work independently from the Retries value, see above. The default value is - (none).Abandon rate percent => The percentage of answered calls that can be dropped due to a lack of free agents. This function is disabled if the predictive dialer is not selected. The range is from 0 to 5, and the default value is 1.0. The lower the value the longer agents must wait for connected calls. Max ring time (s) => The maximum time in seconds for letting the phone ring when calling a customer. It is recommended to increase this value when calling to mobile phones, due to quite long connecting times. On the other hand, long ringing time makes waiting times longer and slows the campaign down. The range is from 15 to 30 seconds, but a range between 15 and 22 is recommended. The default value is 15. Abandon timeout (s) => The number of seconds for maintaining a connected phone call until a free agent is reached. This function is disabled if the predictive dialer is not selected. The range is from 0 to 2, and the default value is 2.0. Max lines => The maximum number of lines used for making calls in the campaign. The default value is 30. Calling times (campaign) => Defines the schedule when the campaign is active or suspended. By default there are no limitations. NOTE: If there is the specific time zone set for this campaign, these times indicate the times in that time zone.

Weekdays/Dates => Select if the schedule is for certain weekdays or for a certain time period.



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Exclude => Check the checkbox to suspend the campaign for the defined schedule, otherwise the campaign is active during the defined schedule only.Check the checkboxes of the weekdays to be included/excluded or enter the dates in the format day.month (for example 31.12 or 24.12-31.12). Enter the daily time ranges in the format 14:00-18:00. Click the plus sign (+) in the dialog window to add more calling time rules.

Calling times (customer) => If the customers are located in different time zones, this settings can be used for defining the correct calling times. Set the times in the same way as above for the campaign and include the column Time zone to the imported campaign infromation, where the time zone is entered in the format area/place, for example Europe/Helsinki. During the campaign the server calculates if the time difference between the zones makes the calling time forbidden for a specific customer. When creating a recall for the customer, the dialer will find the first available time using this schedule. This affects automatic Calling times (busy/answ.mach/not reached) recalls as well, see below. Calling times (busy/answ.mach/not reached) => As above but sets the number of days and defines the days when customers are called, using their local time when the call is classified as busy/answering machine/not reached.Initial info (company/contact/person) => The customer information displayed in the script view in the Outbound Desktop application in the campaign. It is recommended to include at least the customer name in this initial information, since agents can see the customer information listed in the template only in the campaign view. For example, this initial information is especially useful in predictive dialing as agents cannot view the customer information before taking a call. Click the button next to the field to open the dialog window for selecting the customer information fields.

Remarks => Free-form information which is displayed when the campaign is loaded in the OB Desktop application, and can be updated during campaign. NOTE: Possible linefeeds that agents may enter when writing in the Remarks field are removed when the text is exported from the database. Linefeeds cannot be managed during export because their behavior depend on the import/export file configuration.




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Taking new settings into use

Changes in some of the settings above are applied immediately even in an active campaign, some may need to restart the campaign (see the section 3.9.1.3. Running campaigns (page 90)), or to reload the campaign in the Outbound Desktop application. The requirements are listed in the table below:

Table 3-1: Restarting and reloading requirements of campaign settings

CAMPAIGN SETTING REQUIRES RESTART OF CAMPAIGN IN CPM ADMINISTRATOR

REQUIRES RESTART OF CAMPAIGN IN OUTBOUND DESKTOP

NOTES

Campaign name WicomPreview dialer: NoPredictive dialer: Automatic restart.

Campaign will work according to old setting until OB Desktop is reloaded

Dialer / parameters WicomPreview dialer: NoPredictive dialer: Automatic restart.

Depends on the dialer used.

Time zone Applied automaticallyFilter Yes There will be approximately a

minute delay before change affects the campaign customers. Customers already in dialer memory are not affected until campaign is restarted.

Script Yes Campaign will work according to old setting until OB is reloaded.

Classifier Applied automatically Yes Campaign will work according to old setting until OB is reloaded.

Call transfer list Yes Campaign will work according to old setting until OB is reloaded.

Company template Yes Campaign will work according to old setting until OB is reloaded.

Contact template Yes Campaign will work according to old setting until OB is reloaded.

Person template Yes Campaign will work according to old setting until OB is reloaded.

Auto-open template Yes Campaign will work according to old setting until OB is reloaded.

Start date Applied automaticallyEnd date Applied automatically



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Dialing mode WicomPreview dialer: NoPredictive dialer: Automatic restart.


Auto-open script Yes Campaign will work according to old setting until OB is reloaded.

Classifier after script Yes Campaign will work according to old setting until OB is reloaded.

Skip Yes Campaign will work according to old setting until OB is reloaded.

Rejection Yes Campaign will work according to old setting until OB is reloaded.

End wrap button Yes Campaign will work according to old setting until OB is reloaded.

Recording Yes Campaign will work according to old setting until OB is reloaded.

Random order YesAbsence profiles Yes Campaign will work according to

old setting until OB is reloaded.Three-way conference Yes Campaign will work according to

old setting until OB is reloaded.External recognition Applied automaticallyVisible A-number Applied automaticallyContractor WicomPreview dialer:

NoPredictive dialer: Automatic restart.


Retry interval (s) Applied automaticallyRetry interval/busy (s) Applied automaticallyRetry int./answ. mach. (s) Applied automaticallyRetry int./not reached (s) Applied automaticallyRetries Applied automaticallyRetries/busy Applied automaticallyRetries/answ. mach. Applied automaticallyRetries/not reached Applied automaticallyAbandon rate percent Applied automaticallyMax ring time (s) Applied automatically



NOTES


ADMINISTRATION GUIDE3.9.1.2. DELETING CAMPAIGNS

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3.9.1.2. DELETING CAMPAIGNS


You cannot delete an active campaign, and we do not recommend deleting campaigns with the option Delete at once if there are any active campaigns.


1. Select the campaigns by checking the checkboxes at the beginning of their rows.2. Click the Delete button. The confirmation window appears:

3. Check the boxes to delete the selected campaigns, the related OB segments or customers. Note the following:

All selected items are deleted permanently from the CPM database.

Abandon timeout (s) Applied automaticallyMax lines Applied automaticallyCalling times (server) Applied automaticallyCalling times (customer) Applied automaticallyCalling times (not reached) Applied automaticallyInitial info (company/contact/person)

Applied automatically to those customers only which are read from the database after the change

Remarks



NOTES


ADMINISTRATION GUIDE3.9.1.3. RUNNING CAMPAIGNS

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If you do not select any of the options in the confirmation dialog window, the campaign is not deleted from the database. However, it is removed from the list of campaigns and you can recover it only by using the database tools.If you select to delete campaign customers, and the same customers are used in other campaigns, these customers are not deleted from other campaigns.You can delete campaign segments only together with the related campaign. See the section 3.9.8. Managing OB segments (page 107).

4. Select if you want to delete at once or during the daily maintenance. Use the default option Delete during daily maintenance always for deleting campaigns with large amount of customer data, for deleting several campaigns, and if any other campaign is active. The campaign deleting procedure stresses the SQL server and At once option may affect the system performance.

5. Click the OK button. The second confirmation dialog window appears.6. Click the OK button.

3.9.1.3. RUNNING CAMPAIGNS


1. Select the campaigns by checking the checkboxes at the beginning of their rows.2. Click the Start button to activate the campaigns and the Pause button to stop running them

temporarily. You can also enter the editing mode and use the corresponding buttons in the campaign properties view.

3. See the campaign list for up-to-date information about the currently unhandled customers and the campaign status. See the section 3.9.1. Managing campaigns (page 80).

3.9.1.4. MANAGING USER RIGHTS FOR CAMPAIGNS

Define which agents have rights to execute the campaign:

1. Select the campaigns by checking the checkboxes at the beginning of their rows.2. Click the Agents button.3. Select the users individually from the list on the left by checking the checkbox and clicking

the Add button, or select the user group on the right and click the Include button.

3.9.2. MANAGING SCRIPTS

Optional scripts are the manuscripts of the campaigns: they advise the agent to ask the correct questions and form the interactive formula to enter the information. Each campaign can be linked to a script. See the sections 3.2. Setting up Outbound Desktop (OB Desktop) (page 12) and 3.9.9.7. Importing scripts (page 122).


ADMINISTRATION GUIDE3.9.2.1. CREATING SCRIPTS

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3.9.2.1. CREATING SCRIPTS

1. Click the Add new button. The view with the script information appears.

Enter a name for the script.Select an optional existing script to be used as a template for this script.

2. Click the Save button. The Outbound Desktop script editor dialog window appears.3. Click the Add question button. The question editing fields are displayed at the bottom of the

dialog window.


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Enter a question ID using up to ten (1 - 10) characters to the Script field. Use a suitable format to arrange the questions in an appropriate order within the script, as you can change this internal order only by using these IDs. For example, if you use a loose compound format (such as A_010, A_020, A_030, B_010, B_020, and B_030), you can easily add questions later into appropriate gaps and rearrange the order by changing the question IDs.Select the question and enter the body text for the question. Edit the text with the buttons at the bottom of the dialog window.Select the answer field type (a drop-down menu, checkbox, radio button, text, or informative message). If the question is an informative message (such as one thanking the customer at the end of a phone call), it does not require an answer.Select the data type allowed in the answer field (text, integer values, floating point values, currency, date, or time).Select the customer information dialog to be shown with the question. See the section 3.9.4. Managing templates (page 96). You can select specific templates for companies, contacts and persons.Check the Compulsory checkbox if the agent must ask the question.


ADMINISTRATION GUIDE3.9.2.2. EDITING SCRIPTS

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Check the Last question checkbox to define the question to be the last one in the script.4. Click the Save button.5. Select the appropriate question for editing by clicking an ID in the Script list.6. Click the Add answer button. The answer editing fields are displayed at the bottom of the

dialog window.Enter the answer value in the format you defined when you entered the question.Select the value for the Jump to option, that is the question which is displayed next if the customer gives this answer.Select the Compulsory option if the customer must answer to the question.


3.9.2.2. EDITING SCRIPTS

1. Select the script by checking the checkbox at the beginning of its row.2. Click the Edit button. The Outbound Desktop script editor dialog window appears.3. Edit the information. Select a question-and-answer pair for editing by clicking an ID in the

Script list.4. Click the Save button.

NOTE: If you edit scripts which are being used in an active campaign, the values become active only after reloading or restarting the campaign. When the new values are saved the message Changes become valid when agents reload the campaign or when campaign is restarted appears.

3.9.2.3. DELETING SCRIPTS


1. Select the scripts by checking the checkboxes at the beginning of their rows.2. Click the Delete button. A confirmation dialog window appears displaying the number of the


3.9.2.4. LINKING SCRIPTS TO CAMPAIGNS

See the section 3.9.1.1. Editing campaigns (page 81).

3.9.3. MANAGING CLASSIFIERS

You can create, edit and delete classifiers for call classification. Every campaign must be linked to a classifier. See the section 3.2. Setting up Outbound Desktop (OB Desktop) (page 12).


ADMINISTRATION GUIDE3.9.3.1. CREATING CLASSIFIERS

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NOTE: If you edit classifiers which are being used in an active campaign, the values become active only after reloading or restarting the campaign. When the new values are saved the message Changes become valid when agents reload the campaign or when campaign is restarted appears.

Call results are control data values which inform PDC how to react to a phone call which has a certain classifier value (is it considered handled or is redialling required). The following call results are available:

Answering machine => recallAuto-attendant => handledBusy => recallFax => handledHang up => handledInstant retry => recallModem => handledNo answer => recallRecall => recallRefusal => handledSuccessful => handledUnknown => recallWrong number => recallWrong person => handled

3.9.3.1. CREATING CLASSIFIERS

1. Click the Add new button. The view with the classifier information appears.Enter a name for the classifier.Select how many classifier values you will have. If you select the Use default template option, the number and contents of the classifier values are copied from the default template.Click the Continue button.Enter or modify the free-form text to be displayed in the classifier list in the Outbound Desktop (OB Desktop) application. For example, you can copy the values from the default template but translate these texts into the local language that the agents use in the OB Desktop application.Select the call result.Select the order of values in the classifier list (the consecutive numbering).



ADMINISTRATION GUIDE3.9.3.2. EDITING CLASSIFIERS

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3.9.3.2. EDITING CLASSIFIERS

1. Select one classifier by checking the checkbox at the beginning of its row.2. Click the Edit button. A view with the classifier information appears.3. Edit the information.4. Click the Save button.


ADMINISTRATION GUIDE3.9.3.3. DELETING CLASSIFIERS

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3.9.3.3. DELETING CLASSIFIERS


1. Select the classifiers by checking the checkboxes at the beginning of their rows.2. Click the Delete button. A confirmation dialog window appears displaying the number of the


3.9.3.4. LINKING CLASSIFIERS TO CAMPAIGNS


3.9.4. MANAGING TEMPLATES

You can create, edit and delete templates that define the customer information dialog contents. Each campaign must be linked to a template. See the section 3.2. Setting up Outbound Desktop (OB Desktop) (page 12).

3.9.4.1. CREATING TEMPLATES

1. Click the Add new button. The view with the template information appears.


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Enter a name for the template.Select the template type, Company, Contact or Person. The selection affects the list of available fields. If you choose Company, for example, you can only pick company related data field from the database to the template. You should have different template types attached to a campaign, as the Outbound Desktop software identifies the customer type (company, contact, person) fetched from the campaign data to screen and chooses the correct template type automatically, see 3.9.1.1. Editing campaigns (page 81). Select an optional existing template to be used as a model for this template.

2. Click the Save button. The Edit customer information template dialog window appears.

3. Edit the contents and layout of the template. Click the Add field button to enter a new customer data field, and select the field contents from the drop-down menu. Drag-and-drop the fields into the appropriate order, modify the field size. Enter field names and other descriptive text, edit the text items (names and descriptions) and the general layout by using the editing buttons at the bottom of the dialog window. If you prefer to view and edit the template in the HTML format, enter the dialog window by clicking the button with the folder symbol.

4. Save the template by clicking the Save button.

3.9.4.2. EDITING TEMPLATES

1. Select the template by checking the checkbox at the beginning of its row.


ADMINISTRATION GUIDE3.9.4.3. DELETING TEMPLATES

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2. Click the Edit button. The Edit customer information template dialog window appears.3. Edit the information.4. Click the Save button.

3.9.4.3. DELETING TEMPLATES


1. Select the templates by checking the checkboxes at the beginning of their rows.2. Click the Delete button. A confirmation dialog window appears displaying the number of the


3.9.4.4. LINKING TEMPLATES TO CAMPAIGNS


3.9.5. MANAGING FILTERS

The customers to be called in an Outbound Desktop campaign can be filtered with pre-defined criteria. These filters can be based on geographical (area code), profile or number information.

The filtering requires that the SQL job CPM outbound filtering is enabled. By default the job schedule is once a minute between 03:00 and 23:00 every day.

NOTE: Filters exclude the customers with the set criteria from the campaign. Plan the filters accordingly.

Select the filter by checking the checkbox in front of its name.Click the information icon to display the list of campaigns where the filter is linked to, and the filtering status.

1. Click the Add new button to create a filter, or select an existing filter and click the Edit button to edit.

2. Enter the filter name, maximum length is 117 characters.


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3. The names of the campaigns that are imported to the system but have no filter linked are displayed in a drop-down list:

Adding a link: Select the campaign from the drop-down list and click the Add link button. The link is added to the database when the Save button is clicked.Removing a link: Select the campaign from the drop-down list and click the Remove link button. The link is removed from the database when the Save button is clicked

If the campaign is already linked to a filter, change the filter in the campaign edit view, see the section 3.9.1.1. Editing campaigns (page 81).

4. Set the filtering information. The customers with the set criteria are excluded from the campaigns, that is, they are not called.4.1. Select the criteria from the appropriate field’s drop-down list. See the field lists below.

4.2. If the Profiles field (available both in the Company and contact and Person fields) is used for filtering, also select the appropriate question from the drop-down list. The questions are loaded from the selected profile.

4.3. Select an operator:= Equal to. Multiple values can be entered, separated with the ; character.<> Not equal to. Multiple values can be entered, separated with the ; character.> Greater than. Only one value can be entered.< Smaller than. Only one value can be entered.>= Greater than or equal to. Only one value can be entered.<= Smaller than or equal to. Only one value can be entered.BETWEEN Two values must be entered in separate fields. NOT BETWEEN Two values must be entered in separate fields.



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LIKE Multiple values can be entered, separated with the ; character. You can use wildcards * (any amount of characters) and ? (one character).NOT LIKE Multiple values can be entered, separated with ; character. You can use wildcards * (any amount of characters) and ? (one character).

4.4. Enter the value(s) to the right most field. See the field list below for appropriate values.5. Click the Save and Close buttons.

Filter fields

Make sure that the filtering criteria you are planning to use matches the columns you have in the campaign importing data sheet. Up to 5 data selections are allowed per data type.

General => Filtering fields that effect on all campaign data.

COLUMN DESCRIPTIONTime zone Area/place, for example Europe/HelsinkiPriority Customers priority

Company and contact => Filtering fields of company and contact data.

COLUMN NAME SELECTABLE ITEM

DESCRIPTION

Company name Company name Name of the companyCompany id Company ID Company identificationCompany.Address details

Company address details

These columns define the street address for the company.

Company.Address Company addressCompany.Post code Company post codeCompany.City Company cityCompany.Country Company countryCompany.Remarks Company remarks Free-text remarks about the company. Can be a long

text column.Company.Language Company language Company language.Company.Phone Company phone Company phone (phone type is 1. Exchange).Company.Telefax Company fax Company fax (phone type is 5. Telefax).



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Company.E-mail Company e-mail Company default e-mail address (phone type is E-mail).

Company.Address details1

Company address details (post address)

These columns define the post address for the company.

Company.Address1 Company address (post address)

Company.Post code1 Company post code (post address)

Company.City1 Company city (post address)

Company.Country1 Company country (post address)

Contact.Remarks Contact remarks Free-text remarks about the contact. Can be a long-text column.

Contact.Language Contact language Contact languageContact.Title Contact title Contact titleContact.Phone Contact phone Contact phone (phone type is 1. Exchange).Contact.Direct phone Contact direct

phoneContact direct phone (phone type is 2. Direct).

Contact.Mobile phone

Contact mobile phone

Contact mobile phone (phone type is 3. Mobile).

Contact.Telefax Contact fax Contact fax (phone type is 5. Telefax).Contact.E-mail Contact e-mail Contact e-mail address (phone type is E-mail).Contact.Address details

Contact address details

These columns define the street address for the contact.

Contact.Address Contact addressContact.Post code Contact post codeContact.City Contact cityContact.Country Contact country


DESCRIPTION



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Person => Filtering fields of personal data.

Contact.Address details1

Contact address details (post address)

These columns define the post address for the contact.

Contact.Address1 Contact address (post address)

Contact.Post code1 Contact address (post address)

Contact.City1 Contact city (post address)

Contact.Country1 Contact country (post address)


DESCRIPTION

Person name Person name Person’s nameSurname Surname Person’s surname(Surname, Firstname) First name First name Person’s first name(Surname, Firstname)Person id Person ID Person’s identificationPerson.Remarks Remarks Free-text remarks about the person. Can be a long-

text column.Person.Language Language Person’s language.Person.Title Title Person’s title.Person.Sex Sex Person’s gender.Person.Phone Phone Person’s phone (phone type is 1. Exchange).Person.Direct phone Direct phone Person’s direct phone (phone type is 2. Direct).Person.Mobile phone Mobile phone Person’s mobile phone (phone type is 3. Mobile).Person.Telefax Fax Person’s fax (phone type is 5. Telefax).Person.E-mail E-mail Person’s e-mail address (phone type is E-mail).Person.Address details Address details These columns define the street address for the

person. Person.Address AddressPerson.Post code Post codePerson.City CityPerson.Country Country


DESCRIPTION



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Person.Address details1

Address details (post address)

These columns define the post address for the person.

Person.Address1 Address (post address)

Person.Post code1 Post code (post address)

Person.City1 City (post address)Person.Country1 Country (post

address)


DESCRIPTION



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Deleting filters


1. Select the filters by checking the checkboxes at the beginning of their rows.2. Click the Delete button. A confirmation dialog window appears displaying the number of the



ADMINISTRATION GUIDE3.9.6. MANAGING CALL TRANSFER LISTS

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3.9.6. MANAGING CALL TRANSFER LISTS

You can define call transfer lists where you have up to 10 quick dial numbers for transferring calls to or having a conference with during the campaigns.

1. Click the Add new button, or select an existing list by checking the checkbox in front of its name and click the Edit button.

2. Define the call transfer quick dial numbers:Select the order number from the list. You can sort the list with this number.Enter the name you will see in the Outbound Desktop user interface.Enter the number.

3. Click the Save and Close buttons.

Deleting call transfer lists


1. Select the call transfer lists by checking the checkboxes at the beginning of their rows.2. Click the Delete button. A confirmation dialog window appears displaying the number of the


3.9.7. MANAGING DIALERS

You can create, edit and delete dialers. Every campaign must be linked to a dialer. See the sections 3.2. Setting up Outbound Desktop (OB Desktop) (page 12) and 3.2.3. Configuring Predictive Dialing Controller (PDC) (page 15).


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Perform the related procedures in the following way:

Creating dialers

1. Click the Add new button. The view with the dialer information appears.2. Enter the dialer information. See the section 3.2.3. Configuring Predictive Dialing

Controller (PDC) (page 15).3. Click the Save button.

Editing dialers

1. Select one dialer by checking the checkbox at the beginning of its row.2. Click the Edit button. The view with the dialer information appears.

The following dialer types and addresses are supported:

SoftdialAdapter => The IP address and port (n.n.n.n:p) of a third party dialer. The dialer must be installed in the device which has this address. Install the dialer before starting the campaign.PreviewDialer => Free-form value (such as local) which is used only for identifying or distinguishing the particular dialer. The value has no other functional meaning.

NOTE: You cannot change the dialer type or address if the dialer is in use in an active campaign.

Dialer parameters => You can enter the following dialer-specific configuration parameters and their values:


ADMINISTRATION GUIDE3.9.8. MANAGING OB SEGMENTS

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MaxLines => Defines the maximum number of phone lines the dialer is allowed to use for making outbound calls. If you do not define the parameter value, all dialers use the default value 30.RecallExpiryTime => Defines when a scheduled call back to an agent moves to another agent if the call is not made. Enter the value in seconds. The default value is 900.If you enter more than one parameter value, separate the values with a semicolon (for example MaxLines=10;RecallExpiryTime=450).

3. Edit the information.4. Click the Save button.

Deleting dialers


1. Select the dialers by checking the checkboxes at the beginning of their rows.2. Click the Delete button. A confirmation dialog window appears displaying the number of the


NOTE: You cannot delete the dialer if it is in use in an active campaign.

Linking dialers to campaigns


3.9.8. MANAGING OB SEGMENTS

OB segments are segments that are connected to the Outbound Desktop campaigns and named as Outbound Desktop:campaign name. You can manage OB segments by selecting the Outbound - Segments options. The view displays all available Outbound segments:


ADMINISTRATION GUIDE3.9.8.1. SEARCHING OB SEGMENTS

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3.9.8.1. SEARCHING OB SEGMENTS

1. Enter the search criteria into the Segment field.2. Click the search button (the binoculars symbol) or press the Enter key on your keyboard. The

software executes the search and lists the search results.

Viewing customers (companies, contacts and persons) in OB segments => Display the contents of an OB segment by clicking its row. Select the Customer tab to display the companies and contacts, and select the Person tab to display private persons included in the selected OB segment.

3.9.8.2. REMOVING CUSTOMERS FROM OB SEGMENTS

This only affects the contents of the selected OB segment, and the individual items remain in the database. You cannot perform this procedure if the status of the related campaign is Active.

Display the contents of an OB segment by clicking its row.Select the companies, contacts and/or persons by checking the checkboxes at the beginning of their rows.Click the Remove button. A confirmation dialog window appears displaying the number of the selected items. All contacts related to the selected company are also removed, even though you have not selected them separately.Click the OK button.

Searching customers (companies, contacts and persons)

Display the contents of an OB segment by clicking its row.Click the Search... button. The search view appears.Enter the search criteria into the appropriate fields.Click the Search button or press the Enter key on your keyboard. The software executes the search and lists the search results.


ADMINISTRATION GUIDE3.9.8.3. SPLITTING OB SEGMENTS

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3.9.8.3. SPLITTING OB SEGMENTS

You can divide the OB segments into smaller OB segments to make it easier to manage the customer data. In practice you simultaneously split the related campaign into smaller campaigns.

1. Select one OB segment by checking the checkbox at the beginning of its row.2. Click the Split segment button. The Split segment dialog window appears.

Select whether you want to divide companies, contacts or persons.Select the number of target OB segments and click the Continue button. The list of target OB segments appears. The application names them automatically by using the name of the original OB segment and consecutive numbering.Enter either the proportional percentage or the actual number of items to be included in each new OB section. The Divided (%/units) and Divided left (%/units) counters display the percentage/number of items you have divided and the remaining items. The remaining items are not included in any OB segment (expect for the original OB segment).

3. Click the Split button. The application creates the new OB segments and a related campaign for each segment.Note the following:

When you divide an OB segment, the original segment with all its items still remains in the OB segment list.You cannot select or organise items during the splitting. The customers are included in the new OB segments at random. You can only select the proportional percentage or the actual number of items to be included in the target OB segments.

3.9.8.4. MANAGING RIGHTS RELATED TO OB SEGMENT

Users can be granted rights to OB segments and segments are listed in other applications according to the user’s rights. Manage these user rights in the same way as you manage the user rights for segments. See the section 3.3.6. Managing user rights for segments (page 30).

3.9.8.5. DELETING OB SEGMENTS

You can only delete OB segments together with the related campaign. If you do not delete the campaign permanently, its OB segment remains in the OB segment list. Even though this may increase the number of out-of-date items in the list, it simultaneously prevents deleting data by accident. See the section 3.9.1.2. Deleting campaigns (page 89).

3.9.9. IMPORTING AND EXPORTING CAMPAIGN DATA

You must create the source files for campaigns separately and then import them into the system. Alternatively you can create the campaign automatically by running the related SQL job.

You can also export the campaign results, define scheduled import and export jobs for the SQL server, and import externally defined scripts. See the sections 3.2. Setting up Outbound Desktop


ADMINISTRATION GUIDE3.9.9.1. CREATING SOURCE AND TARGET FILES FOR CAMPAIGNS

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(OB Desktop) (page 12) and 3.9.10.1. Configuring campaign import and export directories (page 126).


3.9.9.1. Creating source and target files for campaigns (page 110)3.9.9.2. Creating campaigns automatically (page 115)3.9.9.3. Importing campaign data (page 115)3.9.9.4. Copying existing segments (page 118)3.9.9.5. Exporting campaign data (page 118)3.9.9.6. Exporting copied campaigns (page 122)3.9.9.7. Importing scripts (page 122)3.9.9.8. Blocking numbers (page 124)

NOTE: Check that the registry key \webclient\webadmin\CPMImport has the appropriate values (UID = User, PWD = Password, DSN = CPM database). This defined user must have the system administrator rights for SQL Server in order to be able to create new SQL jobs.

3.9.9.1. CREATING SOURCE AND TARGET FILES FOR CAMPAIGNS

You can import files which are in the Microsoft Excel worksheet format (an XLS file with a sheet called CPM Import), or in the delimited text file format (a CSV file with the semicolon delimiters or a TXT file with the tab character delimiters).

NOTE: Import from .XLS files is not supported on 64-bit servers. Use the delimited text file format instead.

The first row must contain the column names. Possible columns are listed in the tables below.If you use an Microsoft Excel worksheet, check that all columns are formatted by using the Text category. If numeric columns (such as phone numbers) are formatted by using the General category, the first zero is omitted.Name the actual worksheet as CPM Import.Do not use the characters \ / : * ? " < > | in the file names.If you have a column for e-mails, all e-mail addresses must be unique, the software assumes that the persons using the same e-mail account are the same.If there are several phone numbers, the dialer prioritizes to use first the Phone, then the Direct phone and finally the Mobile phone number.Place different phone numbers in different columns. If there are several numbers in one field the system combines them.If the customers must be called in certain order, define the column Priority and give customers appropriate values.If you add more customers later on, the added customers are not called in a specific order unless you define the Priority value.



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The customers can be either:

contacts related to companies. Use the Company and Contact profiles and related columns in the import files.individual persons. Use the Person profiles and related columns in the import files.

The file must contain at least the columns Company name for company-related customers, or Surname and First name for person-type customers, and Phone or Mobile phone, and appropriate data in them. Otherwise the import job is cancelled and error information can be viewed in the Outbound Desktop > Datamanagement view. The import creates Persons from all person names without information in the Company id or Company name columns, and accordingly it creates Contacts automatically from all person names with the company information.

The column names are saved into a -Columns activity profile which is linked to the campaign.

The general columns are listed in the section General columns (page 112) and both the companies, contacts, and persons can have some additional columns which are listed in the section Additional columns (page 112). Each additional column name must have the Company., Contact. or Person. prefix.

You can export the campaign results to a file which contains the original customers and the calling results (the registered scripts, number of calls, and latest classifier value). If agents modify the customer data when they execute campaigns, these changes are exported as well. The export file is in the delimited text file format (a CSV file with the semicolon delimiters or a TXT file with the tab character delimiters). The first row contains column names.

Profiles to be imported

The file can contain profiles as well. The used column names are Company.Answer!profile!question, Contact.Answer!profile!question and Person.Answer!profile!question where the profile and question words after the exclamation marks can be defined by the customer.

The special characters !, #, _,% cannot be used as such in those profile and question words defining the profile column name because the import process converts them to other characters. If you must use them, use the corresponding hexadecimal forms instead:

CHARACTER HEXADECIMAL! %21# %23_ (underscore) %5F% %25 (except when at the end)

For example, to import a profile named Information with a question #5.Success_failure%, the column name should be Contact.Answer!Information!%235. Success%5Ffailure%.



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General columns

In the file there may be the following general columns:

COLUMN NAME DESCRIPTIONCompany name A company is identified by the company name and address if there is no

value in the Company id column.Company id Identifies the company in the database. It is recommended to use unique id

values in each campaign.Surname The name of a contact.First name If this value is defined, the name of a contact is Surname, First name.Person id Identifies the person in database. It is recommended to use unique id values

in each campaign.Address details The street address information for a company or person. You must enter the

posting and contact addresses by using the appropriate additional columns.Address The street address information for a company or person. Usually the street

name and the number of the property.Post code The street address information for a company or person.Priority If there is the Priority column and appropriate data in the column, the

customers are called in the priority order, also when the Random order is selected in the campaign settings. The value can be an integer (higher values are processed first) or a time value in the format hh:mm:ss (lower values are processed first).

City The street address information for a company or person.Country The street address information for a company or person. If you omit the

value, the defined default country is used instead.Delete For advanced use only. Possible values: C = Delete from campaign, A =

Delete from all campaigns, D = Delete from database.Time Zone The time zone, area/place.

Additional columns

In the file there may be the following additional columns:


DESCRIPTION

Company name Company name Name of the companyCompany id Company ID Company identification



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Company.Address details

Company address details

These columns define the street address for the company.

Company.Address Company addressCompany.Post code Company post codeCompany.City Company cityCompany.Country Company countryCompany.Remarks Company remarks Free-text remarks for the company. Can be a long

text column.Company.Language Company language Company language.Company.Phone Company phone Company phone (phone type is 1. Exchange).Company.Telefax Company fax Company fax (phone type is 5. Telefax).Company.E-mail Company e-mail Company default e-mail address (phone type is E-

mail).Company.Address details1

Company address details (post address)

These columns define the post address for the company.

Company.Address1 Company address (post address)

Company.Post code1 Company post code (post address)

Company.City1 Company city (post address)

Company.Country1 Company country (post address)

Contact.Remarks Contact remarks Free-text remarks for the contact. Can be a long-text column.

Contact.Language Contact language Contact languageContact.Title Contact title Contact titleContact.Phone Contact phone Contact phone (phone type is 1. Exchange).Contact.Direct phone Contact direct

phoneContact direct phone (phone type is 2. Direct).

Contact.Mobile phone

Contact mobile phone

Contact mobile phone (phone type is 3. Mobile).

Contact.Telefax Contact fax Contact fax (phone type is 5. Telefax).Contact.E-mail Contact e-mail Contact e-mail address (phone type is E-mail).


DESCRIPTION



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Contact.Address details

Contact address details

These columns define the street address for the contact.

Contact.Address Contact addressContact.Post code Contact post codeContact.City Contact cityContact.Country Contact countryContact.Address details1

Contact address details (post address)

These columns define the post address for the contact.

Contact.Address1 Contact address (post address)

Contact.Post code1 Contact address (post address)

Contact.City1 Contact city (post address)

Contact.Country1 Contact country (post address)

Person name Person name Person nameSurname Surname Surname part of the person name (Surname,

Firstname) First name First name Firstname part of the person name ((Surname,

Firstname) Person id Person ID Person’s identificationPerson.Remarks Remarks Free-text remarks for the person. Can be a long-text

column.Person.Language Language Person language.Person.Title Title Person title.Person.Sex Sex Person’s gender.Person.Phone Phone Person phone (phone type is 1. Exchange).Person.Direct phone Direct phone Person direct phone (phone type is 2. Direct).Person.Mobile phone Mobile phone Person mobile phone (phone type is 3. Mobile).Person.Telefax Fax Person fax (phone type is 5. Telefax).Person.E-mail E-mail Person e-mail address (phone type is E-mail).Person.Address details

Address details These columns define the street address for the person.

Person.Address AddressPerson.Post code Post codePerson.City CityPerson.Country Country


DESCRIPTION


ADMINISTRATION GUIDE3.9.9.2. CREATING CAMPAIGNS AUTOMATICALLY

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3.9.9.2. CREATING CAMPAIGNS AUTOMATICALLY

If the automatic campaign creation is used, the SQL job takes care of importing.

1. Start the CPM outbound automatic import SQL job. After that the job i scheduled to run once a minute between 02:00 and 07:00 every night. This schedule can be changed as required, even to be run during the day. The import routine detects if the Outbound Desktop application is running and, in that case, runs with lower priority.

2. Place the campaign data files in the Outbound Desktop share, under Automatic\Upload subfolder (C:\Program files\SAP\BCM\VU\<name>\WicomOutbound \Automatic\Upload).

When the job finds a new .XLS file, it checks that it has not been modified within the last minute, and moves it into the Automatic\temp subfolder. If this succeeds, the job runs the import script and creates the YYYYMMDD_HHMMSS_filename subfolder in the Automatic\History folder. This history folder will contain the imported file as well as the log file from the import (CPM_Import.log). If errors occur, the history subfolder name will have _ERROR in the end.

Notice the following rules when naming the import file:

Automatic import creates a campaign named according to the import file, for example if the file name is Monday.XLS, the campaign name will be Monday. If the file name contains the string IMPORT (case insensitive), the import will NOT create a campaign from the file. This can be used to import other data to CPM database, or to have the campaign specified in the import file column CampaignName. If the file name starts with the - character, the import will first reset the campaign.

3.9.9.3. IMPORTING CAMPAIGN DATA

If the automatic campaign creation job is not running, you must import the campaign data manually:

1. Select the Outbound > Data management options. 2. Select the Import tab. The view is displayed:

Person.Address details1

Address details (post address)

These columns define the post address for the person.

Person.Address1 Address (post address)

Person.Post code1 Post code (post address)

Person.City1 City (post address)Person.Country1 Country (post

address)


DESCRIPTION


ADMINISTRATION GUIDE3.9.9.3. IMPORTING CAMPAIGN DATA

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3. Click the Add new button. The Data transfer dialog window appears:

4. Select the Import option.


ADMINISTRATION GUIDE3.9.9.3. IMPORTING CAMPAIGN DATA

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Enter the file name with the appropriate extension (XLS, TXT or CSV). If you have shared the working directories, you can also browse the files. See the section 3.9.10.1. Configuring campaign import and export directories (page 126).Select the starting date and time for the data transfer. You can also perform the data transfer at once (after a short delay).Enter the free-form name for the campaign, or if you are adding information to an existing campaign, select the name from the list, or write its name. Enter the name of the contractor.Enter the following optional information: the default country, server, database and free-form notes.

5. Click the Save button. You can interrupt the data transfer by clicking the Interrupt button in the Import tab.

The job list displays the importing status for each job. The following status messages are common:

Importing File => Import has just started and no rows have been processed yet.Opening File => The application is just about to open the source file.Checked File, Rows: N => The source file contains only valid columns.Importing File Row: N/N (N%) => This status is updated after each ten rows.Imported File, Rows: M/N, Elapsed: h:mm:ss => The entire source file was successfully imported. M stands for the actual number of imported rows which have values in the Company name or Surname cells.

When you place the cursor on the status list item, a tooltip displays additional information about the selected job. If the import file format or the column titles are not valid, or file is missing, the status field is displayed red and the tooltip shows an error message.

Editing import jobs

1. Select one import job by checking the checkbox at the beginning of its row.2. Click the Edit button. The Data transfer dialog window appears.3. Edit the information.4. Click the Save button.

Deleting import jobs


1. Select the import jobs by checking the checkboxes at the beginning of their rows.2. Click the Delete button. A confirmation dialog window appears displaying the number of the



ADMINISTRATION GUIDE3.9.9.4. COPYING EXISTING SEGMENTS

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3.9.9.4. COPYING EXISTING SEGMENTS

You can also create campaigns using an existing segment:

1. Proceed as if you were importing a campaign, that is, select the Outbound > Data management - Import options.

2. Select the segment you want to use as a campaign data from the lowest drop-down menu in the File field.

3. Enter the campaign information. 4. Click the Save button. The copied campaign can be seen among the imported campaigns with

the status message Segment “xxxx” copied.

Segments are copied immediately, scheduling is not possible.

3.9.9.5. EXPORTING CAMPAIGN DATA

You can export the campaign results, which include the original customer data and the calling results, to a file. If the agents modify the customer data during the campaign, the changes are exported as well. By using an appropriate filter you can export only certain data of your interest during the campaign.


ADMINISTRATION GUIDE3.9.9.5. EXPORTING CAMPAIGN DATA

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Calling results are added as the following columns to the original import file:

COLUMN EXPLANATIONAgent The id of the agent who is going to make the recall (if the Result value is

RECALL), or who has handled the customer.AgentNumber The agent’s phone number.Amount Amount of money moved in financial transactions. Not available in the

basic version. Only the calls with the CallResult value SUCCESSFUL can have the Amount value.

CallCount Number of calls made to a specific customer. When the CallResult value is RECALL, the CallCount value is not increased, i.e, the customer results MAXCALLS is not reached because of a recall. Customers with the CallCount value 0 are dialled first.

CallResult Call result. Possible values:RECALL => the agent has selected an explicit recall at certain date and time.BUSY/BUSY_FORWARD/NOANSWER/NOANSWER_FORWARD/ANSWERING_MACHINE/TEMPORARY_FAILURE/OPER_FAILURE/ABANDONED/SKIP/OPER_LOGOUT/SCHEDULE/CONNECTED => result in the value RECALL unless the maximum trial value has been reached (the CallCount value exceeds the campaign’s RetryCount value.SUCCESSFUL/REFUSAL/CONGESTION/BADADDRESS/INVALID_NUMBER/BARRED/HANGUP/BLOCKED_NUMBER/FAX/MODEM/POSITIVE_VOICE/SILENCE/SIT/NO_ROUTE/CTI_CODE_* => the customer is handled.A call classified as successful in the OB Monitoring and Reporting application when the CallResult value is either SUCCESSFUL or REFUSAL, meaning that the correct customer has been contacted.

Classifier The classifier value which the agent has selected for the call. Classifiers are created by the CPM administrators and used in the OB Desktop application, and they can and should be mapped to the certain CallResults values, so that when an agent selects a classifier, the call gets the CallResult value. See the section 3.9.3. Managing classifiers (page 93). Exception: when a call fails in the predictive dialing, the call gets the Classifier value automatically.

Date The date of the recall (if the Result value is RECALL), or when the customer was handled.



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When you want to export the campaign you must activate the export job in the following way:

1. Select the Outbound > Data management options. 2. Select the Export tab.

Result Customer result. Possible values: RECALL => The customer will be called againDIALING => The customer is currently cached in the dialerMAXCALLS => The maximum number of attempts have been made to call a customer but they have failed with the CallResult values BUSY, NOANSWER and so on. The maximum value is set in the campaign setting RetryCount (the default value is 3, which means that there is a maximum of 4 calls).Any other CallResult value except BUSY/BUSY_FORWARD/NOANSWER/NOANSWER_FORWARD/ANSWERING_MACHINE/TEMPORARY_FAILURE/OPER_FAILURE/ABANDONED/SKIP/OPER_LOGOUT/SCHEDULE/CONNECTED because these will result in the RECALL value unless the maximum trial value has been reached (the CallCount value exceeds the campaign’s RetryCount value.)

COLUMN EXPLANATION



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3. Click the Add new button. The Data transfer dialog window appears.4. Enter the appropriate export job information. Note the following:

Enter the file name with the appropriate extension (TXT or CSV). See the section 3.9.10.1. Configuring campaign import and export directories (page 126).Select the starting date and time for the data transfer. You can also perform the data transfer at once (after a short delay).Enter the optional information: the server, database and free-form notes.Select the name of the script to be used in the data transfer. You can also select to export only the customers who were available and answered the questions in the script.Select the filter to be used:

None => All campaign data is exported, no filtering.Handled customers => Export data of the customers which have already been handled.Customers in recall list => Export data of the customers which have to be contacted again later-on.Uncontacted customers => Export data of the customers which are still to be contacted.

Select the company/contact/person profile fields you want to export.5. Click the Save button.


ADMINISTRATION GUIDE3.9.9.6. EXPORTING COPIED CAMPAIGNS

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The exporting procedures are otherwise similar to the importing procedures which are described in the section 3.9.9.3. Importing campaign data (page 115).

3.9.9.6. EXPORTING COPIED CAMPAIGNS

If you are exporting a campaign that has been copied from an existing one (see 3.9.9.4. Copying existing segments (page 118)) there is no -Columns activity profile that is created during import. This profile defines the column names in the imported/exported file.

In this case the columns are structured according to the default columns defined in the Outbound > Settings > Columns settings, see 3.9.10.2. Editing default columns for OB Desktop campaigns (page 127).

3.9.9.7. IMPORTING SCRIPTS

You can define scripts externally and import them into the CPM database. You can import files which are in the Microsoft Excel worksheet format (an XLS file with a sheet called OBScript) or in the delimited text file format (a CSV file with the semicolon delimiters or a TXT file with the tab


ADMINISTRATION GUIDE3.9.9.7. IMPORTING SCRIPTS

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character delimiters). See the sections 3.2. Setting up Outbound Desktop (OB Desktop) (page 12) and 3.9.2. Managing scripts (page 90).

The file must have the following columns:

QuestionID => Up to ten (1 - 10) characters.Question => The body text for the question.AnswerID => An ID for sorting the answers if you do not want to use the alphabetical order. Must contain exactly two (2) characters.Answer => The answer values for the question.ControlType => The answer field type. Enter one of the following values: Dropdown, Checkbox, Radio, Text (default), or Info. If you omit the value, the default value is used instead.DataType => The data type allowed in the answer field. Enter one of the following values: Free text (default), Integer, Floating, Currency, Date, or Time. If you omit the value, the default value is used instead.Required => Optional. Enter the value 1 if the answer is required.Jump => Optional. Enter the question which is displayed next if the customer gives this answer.JumpReq => Optional. Enter the value 1 if the jump is required.


ADMINISTRATION GUIDE3.9.9.8. BLOCKING NUMBERS

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If you use a Microsoft Excel worksheet, check that all columns are formatted by using the Text category. If numeric columns (such as phone numbers) are formatted by using the General category, the first zero is omitted.

The importing procedures are otherwise similar to the procedures which are described in the section 3.9.9.3. Importing campaign data (page 115).

3.9.9.8. BLOCKING NUMBERS

The numbers where the called customers have forbidden call back can be collected to a OutboundDoNotCall.txt file, and the dialer does not call these numbers. You can import numbers either individually or by importing the TXT file.

1. Select the Outbound > Data management options.2. Select the Blocked numbers tab. The list of imported files/numbers appears:

3. Click the Add new button and select the Blocked numbers radio button. The Data transfer dialog window appears.


ADMINISTRATION GUIDE3.9.9.8. BLOCKING NUMBERS

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4. To import numbers or files:Click the radio button File/Number.Browse or enter the file name, or enter the number.The file should be of the format:

number number number


To remove blocked numbers from the list:

1. Check the Remove blocked numbers checkbox in the Data transfer dialog window.2. Click the Save button.

If you import new blocked numbers at the same time, they replace the removed numbers. If you just save the dialog window without any import, all blocked numbers are removed.


ADMINISTRATION GUIDE3.9.10. CONFIGURING CAMPAIGNS

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3.9.10. CONFIGURING CAMPAIGNS

3.9.10.1. Configuring campaign import and export directories (page 126)3.9.10.2. Editing default columns for OB Desktop campaigns (page 127)3.9.10.3. Initial customer information (page 128)

3.9.10.1. CONFIGURING CAMPAIGN IMPORT AND EXPORT DIRECTORIES

You must define the appropriate directories to be able to import and export campaign data. See the sections 3.2. Setting up Outbound Desktop (OB Desktop) (page 12) and 3.9. Managing outbound campaigns (page 79).

The imported files are located in the working directory and the exported files are created into the corresponding working directory, and optional scripts are in the script directory. The installation process creates WicomOutbound folder that is shared as WicomOutbound %VU_NAME%. The WebClient process user (the Web Server user) must have reading and writing rights for the shared folder. See the System Administration Guide document.

1. After installation, check that the directories are as they should. Select the Outbound > Settings > Import or Export tab. Click the Default >> button to return the default directories into use, or enter the desired directories manually. The default directories are the following:

The import directory: \\%dbserver%\WicomOutbound_%VU_NAME%\Import\ The export directory: \\%dbserver%\WicomOutbound_%VU_NAME%\Export\ The script directory: %CPM.Folder%\WicomOutbound

2. Use the Browse button below the working directory contents to add files (import) to the working directory . When you have selected the files, click the icon with the plus sign (+) to add the files into the directory.

It may take a while to load large files into the working directories. In this case we recommend using the Windows Explorer application (instead of this application) for loading files.Use the icons (with the folder symbol) next to the files for opening or editing the files in the working directory. Note the following:

If you have editing rights for the shared directory in the database server, you can edit the file directly in the working directory.If you do not have these editing rights, you must download and edit the file in your workstation (the client) and load it into the working directory so that it replaces the existing file (or add it by using another name).


ADMINISTRATION GUIDE3.9.10.2. EDITING DEFAULT COLUMNS FOR OB DESKTOP CAMPAIGNS

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3.9.10.2. EDITING DEFAULT COLUMNS FOR OB DESKTOP CAMPAIGNS

The column titles of an imported campaign are saved in the -Columns activity profile that is linked to a campaign and used in the export. If the campaign is created by copying an existing one, there is not such a profile for export, and thus, no export can be done.

You can define the columns to be used in export in the following way:

1. Select the Outbound - Settings - Columns options.2. Select the columns from the list by checking the checkbox. Note that more default columns

are displayed by moving the scroll bar.3. Click the Save button.

If the campaign includes only companies, only company columns are used, and the same applies for persons. When there are both companies and contacts included, both company and contact related columns are used, and so on.


ADMINISTRATION GUIDE3.9.10.3. INITIAL CUSTOMER INFORMATION

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3.9.10.3. INITIAL CUSTOMER INFORMATION

In this view you can define the initial default customer information to be displayed in the script view in the Outbound Desktop (OB Desktop) application. The initial information can also be defined for each campaign separately, see the section 3.9.1. Managing campaigns (page 80). If nothing is set in the campaign settings, this default initial information is used.

It is recommended to include at least the customer name in this initial information, since agents cannot see the customer information dialog window in the script view. The initial information is especially useful in predictive dialing as agents cannot view the customer information before taking a call.

1. Select the initial information fields (company, contact or person).2. Click the icon on the upper right corner to open the Initial info template dialog window.3. Click the Add field button.4. Select the piece of information to be added and click the OK button.5. Click the Save button.


ADMINISTRATION GUIDE3.9.11. MONITORING AND REPORTING CAMPAIGNS

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3.9.11. MONITORING AND REPORTING CAMPAIGNS

There is a specific application for monitoring and reporting OB Desktop campaigns.

Click Outbound Monitoring and Reporting options to open the monitoring and reporting application.

The application can be reached directly from the CDT - File list as well. See the Reporting User Guide document for further information.


ADMINISTRATION GUIDE3.9.11. MONITORING AND REPORTING CAMPAIGNS

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ADMINISTRATION GUIDE4. GLOSSARY

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4. GLOSSARYABBREVIATION (TERM) DESCRIPTION OR SYNONYM3G (third generation) A level of development related to wireless technologies. The

preceding levels were 1G (included analog standards such as FDMA and NMT), 2G (included digital standards such as CDMA and GSM), and 2.5G (included the packet-based GPRS standard). The 3G standards include UMTS (based on GSM) and WCDMA (based on CDMA).

A number The number where the call or message comes from (the caller’s number or the source number).

Absence A status in the PRS system when a user is away or not available and cannot be reached.

ADS (Active Director Synchronizer) A service that transfers user accounts from Active Directory to the CEM database.

Agent A user who handles queue calls and interacts with customers. Usually related to contact centers.

APO (Access Point) One of the databases in the Reporting system, works as an access point for operative SQL databases and controls the DTE job.

ASP (application service provider) An enterprise that provides other enterprises or individuals remote access to application programs and services over the Internet.

Attended transfer A call is transferred to another number only after the person it is transferred to answers the phone. The call is put on hold automatically, and you can release it and continue if the other party does not answer. Compare to the blind transfer method.

Auto-allocation mode The call queue mode where you automatically get the next inbound call from the queues in which you are currently serving as an agent. The call is offered to one agent at a time. Compare to the hunt group mode.

Availability information Indicates whether a user is absent or present. Related to PRS profiles.

B number The target of the call or message (the destination number).Blind transfer A call is transferred to another number without you knowing

whether the other party answers or not. Compare to the attended transfer method.

Bridge (H.323 or SIP) A core module for connecting the registered terminal devices and the gateways to the CD core module.

C number The target of the call which is forwarded from the B number.Campaign Defines the contents of the outbound call set (such as the

customers, scripts and special rules) in the Outbound Desktop application.

CD (Call Dispatcher) The core module for low-level call handling.CDT (Communication Desktop) An end user application for enterprise telephony systems and

contact center operations.



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CEM (Contact Event Manager) The core module for top-level call handling.CEM database The system database for call handling.Chat, chatting Real-time communication between users using computing devices.Chat Server, Chat Portal Server Server components that must be installed in the system if the chat

channel is used.ClientCom The communication interface between the client-level

applications.CMC (Communication Mobile Client) An end user application for mobile phone users.Codec (coder/decoder) A module which combines analog-to-digital and digital-to-analog

conversion.Company An external customer or an internal employer in the CPM

database. Contacts are always linked to one or more companies.Connection Server (CoS) A mandatory server component that carries out communication to

the end-user interfaces CDT and CMC via a TLS-secured connection.

Contact An external customer or an internal employee in the CPM database. When internal user accounts are transferred from the CEM database to the CPM database, they are interpreted as contacts. Contacts are always linked to one or more companies.

CPM (Contact Process Manager) database

The system database for managing customer information and activities (such as tasks).

CPM Administrator An administration application related to the CPM database and predefined outbound call campaigns.

CT Outlook (Communication Toolbar for MS Outlook)

An extension application which makes it possible to use some telephony and availability functions in the MS Office Outlook application.

CTM (Communication Task Management) An end user application related to task management. It is also used for creating and maintaining customer data and personal segments.

Customer In the CPM database: an external company or contact. In the ASP system model: a separate subsystem.

Customizer, customizing file A text file in the CEM server which contains dedicated customer-specific values.

Data Collector A server component that collects reporting and monitoring data. Required if Reporting or Online Monitoring applications are used.

DB, db (database) A collection of information which is organized by using predefined rules.

Dialer A module that controls the outbound call sequence, timing and agent assignment in the Outbound Desktop application.

Directory Either a CEM directory defined in the System Administrator application, or a segment which is displayed as a contact directory in the Communication Desktop (CDT) application.

ABBREVIATION (TERM) DESCRIPTION OR SYNONYM



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DSArea (Data Staging Area) One of the databases in the DTE. Related to the Reporting application.

DTE (Data Transformation Engineer) A tool that runs the transformation process in the Reporting application.

DTMF (dual tone multi-frequency) The signals you generate by pressing the keypad of a traditional phone.

DW (Data warehouse) Information organised in datamarts for effective on-line search. Related to the Reporting application.

E-mail channel The queue type which is used for receiving and handling e-mail messages.

External agent A user who is logged into the software from an external number (mobile or fixed). External agents serve in queues remotely.

ETC (External Terminal Controller) A core module that translates the protocol used with desk phones into a protocol used with softphones. This enables that certain CDT functions such as PRS can be used with the desk phones as well.

FBR (Federation Bridge) A core module for interconnecting several BCM systems. Used in ASP systems.

GK (gatekeeper) (H.323 or SIP) A core module for registering the terminal devices to the CD core module.

GUI (graphical user interface) The graphical interface for human-computer interaction (HCI). GUIs make it easier to use the software applications compared to command-based interfaces.

GW (gateway) (H.323 or SIP) An external module for connecting the system to an external network (usually to the PSTN network).

H.323, H323 A standard protocol for audio, video, data, internet phone, and VoIP transmissions.

HA (high availability) A system or module which is operational also when uncontrolled interruptions occur.

HAC (High-Availability Controller) An infrastructure application that ensures one of the redundant virtual unit instances is running all the time.

History Database Database for saving data for Reporting and Online Monitoring applications. It is installed automatically when the CEM Database or Reporting Database is installed.

Hunt group mode The call queue mode where you can pick an inbound call from the queues in which you are currently serving at as an agent. The call is offered simultaneously to all agents who are logged into the queue. Compare to auto-allocation mode.

IA (Infrastructure Administrator) An administration application for creating the system model, and starting and stopping all components of the system.

IAP (Internet Access Point) The connection server through which the CMC application connects to the internet.




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IIS (Internet Information Server) A Microsoft server product which is used for various web-related tasks, such as managing services and sharing information.

IM (instant message) A short messages sent and delivered using the Communication Desktop (CDT) application internally in a BCM system.

Inbound Incoming (contact events).Internal Web Services (IWS) A core server component required for the communication process. IP (Internet Protocol) The method and technology for sending data between computers

on the Internet.IP phone A telephone based on IP technology.IVR (Interactive Voice Response) A system which supports interaction between the caller and the

system. For example, the caller may hear a prerecorded prompt which instructs them to enter data with the phone keypad.

LAN (local area network) A group of computing devices which are used over a shared data line within a limited geographical area.

MCTABUFF The core module required for ClientCom integrations and the task management integration. This ActiveX component is installed on a client workstation.

Mobile phone A cellular telephone.MRS (Media Routing Server) The core module for playing prompt files. It also converts the RTP

stream into a WAV file when a caller leaves a voicemail message.MSI The file format for Microsoft Windows Installer packages.MTD (Multiterminal Desktop) Functions for defining multiple terminal devices for receiving

inbound calls, and for selecting which one of the devices is used when making outbound calls. Used in the Communication Desktop (CDT) application.

NAT (Network Address Translation) An IP address used in one network (the inside network) is translated to a different IP address known in another network (the outside network). Often involves address mapping and firewall configuration to improve security.

OB Desktop (Outbound Desktop) An end user application related to predefined outbound call campaigns.

OLAP On-line analytical processing. Related to the Reporting application.

OPER_DIR The default queue for passing personal inbound calls within the BCM system

Outbound Outgoing (contact events).PBX (private branch exchange) A traditional corporate telephone system which usually includes

switchboard hardware.PDC (Predictive Dialing Controller) A CEM module which runs the outbound campaigns. Used in the

Outbound Desktop application.Person An external individual in the CPM database. Persons are not

connected to companies and are usually private persons.




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POP (point-of-presence) An internet access point which has a unique IP address and provides access to the rest of the Internet.

Presence A status in the PRS system when a user is free and can be reached.Prompt An audio message file in the WAV format.PRS (Personal Reachability Services) Functions related to the availability information. The selected PRS

profile tells other users if you are available or not. Used in the Communication Desktop (CDT) application and Communication Mobile Client (CMC) application.

PRS profile An absence, presence or conference profile which defines how inbound calls are handled when an appropriate profile is selected.

PSTN (public switched telephone network)

The collection of interconnected public telephone networks and systems.

Queue routing The rules for offering calls to the agents who are serving in the queues in the auto-allocation mode.

R number The term used for the original external source number (the A number) in the following special case: the system is configured to display the original number even if the call has been forwarded within the system before it is finally forwarded to another external number. Normally the system displays the personal extension number or the queue number as the source number.

Reporting An application using data warehouse technology for effective reporting.

Reporting Database Database for saving data for Reporting application.RTP (Real-time Transport Protocol) A standard protocol for audio, video, data, internet phone, and

VoIP transmissions.SBR (skill-based routing) A queue routing method in the software. The software offers calls

to the agents who are most suited to take the call.Segment A target group which is created in the CPM database and displayed

as a directory in the CDT or CMC application. It contains persons, contacts, and companies. Segments may be company-wide (created in the CPM Administrator application) or personal (created in the CDT or CTM application).

SIP (Session Initiation Protocol) A standard protocol for audio, video, data, internet phone, and VoIP transmissions.

SMS (short message service) The method for delivering short messages to mobile phones.SOAP (Simple Object Access Protocol) The method which allows an exchange of data between

applications running on different platforms.SQL (Structured Query Language) A programming language used for database queries and updates.

May also refer to a database server or program.SRTP (Secure RTP) Configuration that uses encryption in the RTP signaling.




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SSR (Server-side Recording) Configuration where the recorded files are saved on the server, instead of the client workstation. Enables that recording can be used for desk phones as well.

Superior-assistant A role related to special queue functions.Switchboard Traditionally hardware (a telephone routing table) for routing and

connecting calls to other users.System Administrator An administration application related to the system data and

configuration.TAPI (Telephony Application Programming Interface)

A programming interface which allows you to make telephone and video calls using computers.

TCP/IP (Transmission Control Protocol/Internet Protocol)

A method and language for sending data between computers on the Internet.

Terminal The core module required for the phone functions in the Communication Desktop (CDT) application. This ActiveX component is installed on a client workstation.

User Administrator An administration application where user accounts and their rights are created and maintained.

