pressingmssql2005

MizuCallcenterPlatformTutorialAboutThisisaquickintroductionforunderstandingtheMizuCallcenterplatform.
TheMizuCallcenterisbasedontheMizuManagewiththeadditionofthefollowingfunctionalitiesandmodules:Anewtypeofuserscalled"operators"(thesearemostlythesameasVoIPenduserswithafewadditionalpropertieslikeassignedcampaignandtheyaretreatedspeciallybythemizuserver)Campaign:youcanrundifferentcampaignssimultaneously(withdifferentbusinesslogic,differentsettings,scripts,GUI,clientsandoperators)MAgent:clientapplicationfortheoperators.
Traditionalcallcentersuseastandardvoipclient(softphoneorhardwarephone)andusuallyaseparatewebbasedCRMfrontend.
TheMAgentclientapplicationhasalltheseintegratedinasingleapplicationallowingeasierusageandcontrol.
MAgentLite:ifyouwishtokeepyouroldCRM(moredetailsbelow)GUI:supervisorscancreateadifferentuserinterfaceforeachcampaignbyusingthe"GUIdesigner"formfromtheMManageapplication.
ThiswillbevisiblefortheagentontheQuestionnaireform(fromtheMAgentapplication)Script:eachcampaigncanhavedifferentbusinesslogic.
Thiscanbedefinedusingthe"Script"formfromtheMManageCallcenterstatistics:statisticsbycampaignoragent(availablephonenumbers,totalcalls,"successful"calls,agentworktime,etc)Predictivedialer:aserversidedialertoautomaticallydialthephonenumbersbasedontheavailableagentsandpreviousstatisticshistory.
Thepurposeistoreducetheoperatorwaittimetotheminimumbyeliminatingconnectandringtimes.
TermsCallcenters:http://en.
wikipedia.
org/wiki/Call_centreOutboundcallcenter:Operatorswillcallclients(phonenumbers)forexampletosellsomethingInboundcallcenter:Clientscallstooperators.
CallsarehandledbyIVR.
Forexample:receptionistsOperators:PeopleworkingasagentsClients:CalledpeopleincaseofoutboundcallcenterorcallerpeopleincaseofinboundcallcenterCRM:databasebacked(callcenterspecifictablesandstoredprocedures)andfrontend(MizuManageandMAgent)FeaturesEasyInstallationoftheclientapplications:afterdownloading,installationtakesonlyafewminute.
Installationisjustassimpleasanyotherwindowsprogram:nextnextnextfinish.
Nootherconfigurationisrequiredbydefault.
AutomaticCallDistribution:simpleautomaticdialing,powerdialing,predictivedialing,predictiveintelligentdialingCallRecording:allcallscanberecordedandstoredRealtimecallcheckout:supervisorscanlistentotheongoingcallsrealtimeCustomizableScripts:scripttree,withanynumberofbranches,answers,andreasoncodes.
CustomizableGUI:MAgentGUIcanbecompletelydesignedfromMizuManageCustomizableIVR:anynumberoflanguages,anynumberofbranches,calltransferstotheoperatorsStatisticgeneration:customerstatistics,operatorstatistics,callrelatedstatistics,worktimestatistics,campaignstatisticsInvitationletter:customizationandautomaticprintingVirtualCallCenter:moreserveronthesamehardware(completelyseparatedsoftwareanddatabase)WorksfrombehindfirewallswithdynamicIPaddresses:theclientdoesn'trequirepublicIPaddressesAutomaticdialing:Theoperatordoesn'thavetopressabuttonfordialing,itisallautomaticDatabasedialing:Theoperatorcansearchinthedatabase(byaddress,name,ageetc.
)andwithpressingjustonebutton,theoperatorcancallbackhisclient.
Manualdialing:withthisfeaturetheoperatorcandialanybodybyhisnumber,ifshe/heisallowedtodoso.
Callbackscanbescheduled:theoperatorcancreateacallbackiftheclientrequiresso.
AutomaticCallDistributoronthecallcenterserverwillplacethecalls,asmanytimesandintervals,asitisconfigured.
InstallFollowtheMizuVoIPServertutorialtoinstalltheservice.
TheonlydifferenceisthatyoumustenabletheCallcenterINandOUTmodulesintheConfigurationWizard(thiscanbeenabledalsoanytimelateraftertheinstallfromtheMizuManageapplication->Configmenu).
InadditionyouwillhavetoinstalltheMAgentorMAgentLightapplicationforeachdesktopusedbytheoperators(thesearenativeWindowsapplicationsbuthavebeentestedandworksalsounderLinuxbyWine).
WorkflowSystemadministratorswillcreatetheproperVoIPsetup(peers,routingandothersettings)andwillmonitorthesoftswitch(failedroutes,etc)Callcentersupervisorswilladdtheagentusers,createcampaigns,scripts,GUIandwatchcallcenterstatisticsAgentswillusetheMAgentapplicationtoperformtheirwork(ortheMAgentLightifathirdpartyCRMisused)Callscanbeinitiatedbythreeways(configurablegloballyorbycampaign):1.
predictivedialerbytheserver2.
automaticcallsfromtheMAgentQuestionnaireform3.
manualcalls(fromthe"Callsfromdatabase"or"Manualcall"form)SoftwarecomponentsApplicationServerThecallcenterserveriscompletelyintegratedwithoursoftswitchserverplatform.
Minimumrequirementswith50agents:Windows2003/2008/2012/2016/2019,1GBRAM,DualCoreCPU,20GBHDDTheserverishandlingthecallscomingfromtheMAgents,MAgentwillquerytheserverforphonenumberstocallorthecallsareinitiatedfromthepredictivedialeranddroppedtotheMAgentswhentheyarealreadyconnected.
TheCallcenterOutmodulemustbeenabled(canbeenabledfromtheconfigurationwizard)DatabaseThedatabasebackendisusedtostoreCDRrecords,usertablesandotherdata.
Minimumrequirementswith50agents:MSSQL2005/2008/2012/2014/2016/2017/2019,2GBRAM,DualCoreCPU,128GBHDD.
ForsimpleusagethereisnoanyskillsrequiredbutforadvancedusageyoumightneedsomebasicSQLknowledge.
Themostimportantcallcenterspecifictablesare:tb_cclient:usuallyalargetablecontainingalltheavailableclients(phonenumber,name,addressandotherdetails)tb_cccampaigns:containourcampaignsettings(campaignname,settings)tb_ccampain_clients:eachcampaignhasitsownassignedclients.
Theapplicationsareworkingmainlywiththistable.
Herewestorethedataforclientsrelatedtoacampaign.
Forexamplethenumberofcallattempts,whetherwehavesuccessfullysoldsomethingfortheclient,datathattheoperatorswillenterfromMizuManage,andotherdetails.
tb_ccscripts:scriptworkflowtb_ccscript_answers:dataselectedorenteredbytheoperatorswhilenavigationtroughthescripttb_gui:eachcampaigncanpresentaseparateinterfaceintheMAgentapplicationMizuManageApplicationusedbytheadministratorsandsupervisorstosetupandmonitorthecampaigns(scripts,GUIbuilder,MAgentsettings,clientdatabase,assignclientstocampaigns,statistics,etc)MAgentApplicationusedbytheagents(operators)tomakeorreceivecallsandloadandenterdatafrom/tothedatabase.
ThisisbasicallyaVOIPclientandaCRMfrontendcoupledinoneapplication.
OnthefirstloginthedatabaseIP,port,usernameandpasswordisrequired.
Thiscanbesavedandonsubsequentloginsonlytheagentusernameandpasswordisrequired.
FromMAgenttheagentsareabletodothefollowingtasks:-Login/Logoff(Filemenu)-Changetheirowncampaign(ifallowed)Makecalls:-ByrunningtheQuestionnaireform(thisisthemostimportantform.
MostoftheactivityshouldbedonefromhereanditsGUIandscriptcanbebuiltbythesupervisorsfromtheMizuManageapplication)-Callfromdatabase(ifallowed).
Userscansearchandselectaclientandcalldirectlyfromhere.
-Manualcall:islikeasoftphonewithbasiccallcontrolfunctionsDuringcallstheycanselectvariousactions(Actionsmenu)likeHoldDTMForcalltransfer.
Agentalsocanseetheirownstatistics(fromtheDatamenu)orsetupMAgentpreferences(fromtheConfigmenu)MAgentLightYoumightchoosetouseouradvancedsoftswitchplatformwithyouroldCRM.
InthiscaseyoucanusetheMAgentLightapplicationtoautomatesometasks.
CanbeusedtomonitorcallcentercallstatusandperformautomaticCRMrequests.
ForthisaseparateVoIPphoneandaseparateCRMfrontendmustbeused(preferablyawebbasedfrontendsoitcanbecontrolledbytheapplication)Theonlydisadvantageisthatyourclientsdatabasewillbeduplicated(storedinyourCRM,butyouneedtoalsoimportthemtotheMizuplatform–tb_cclientdatabasetable)BasicsettingsTobeabletousethecallcenterfunctionality,thesemodulesmustbeenabledfirstontheserverside.
ForthisyoucanusetheConfigurationWizardfromMManageConfigmenuandmakesurethattheCallcenterInandOutmodulesareenabled(checkifyourlicenseallowsthis,otherwiseenablingthemoduleswillnothaveanyeffect).
Ifthecallcentermodulesareenabledthenyouareallowedtosetupsomebasicsettingsdirectlyfromthewizard("Callcenter"and"Predictivedialer"pages).
Therearemanyotheroptionsthatcanbesetonsystemlevelusingthe"Configuration"form(select"callcenter"intheCategoryFilter)Incomingcallscanbehandledinmanydifferentways:routethecallnormallytothecallednumberrouteincomingcallstoagents(ortoagroupofagents)aspecial"Callback"numbercanbespecifiedandincomingcallscanbetreatedaftertheconfiguration(routetofreeoperator,orroutetoapredefinednumber)handletheincomingcallsbyanIVRIncomingunknownnumberscanbeautomaticallystoredintothedatabaseandascheduledcallbackcanbeinitiatedautomaticallyandassignedtoafreeoperator.
Formaximumperformance,youcanalsorestrictthemaxring-timeandthework-timeallowedfortheoperatorsbetweentwocalls(administrativetasksintheCRM).
Whenthetimeoutwillelapse,thenextcallwillbeinitiatedautomaticallywithoutanyinteractionneededfromtheagent.
Youcanalsodefinehowmuchtimethesystemwillrecallaclientandwhatistheminimumintervalbetweentworecalls.
Theserecallsareforthenotconnectedorfailedcalls,butagentareallowedtocreatemanualrecallsiffurtherdiscussionwithaclientisrequired.
OutgoingcampaignsYouwillhavetowalkthroughthefollowingconfigoptiontosetupyourcallcenter:1.
CallRoutingHereyouhavetodoexactlythesamestepslikefortheVoIPsoftswitch.
FollowtheRoutingandtheAdminGuide.
2.
ScriptThescriptisaconvenientwayto"drive"youroperatorstroughyourbusinesslogic.
Forsimplecampaignthereisnoneedforascript,butifagentshavetoaskmanyquestionsthanthescriptcaneasetheirwork.
Forthisyouwillhavetousethe"Scripts"formfromtheMizuManageapplication.
Addanewscriptormodifyanexistingone.
Pleasenote,thatthereare2typesofscripts:IVRscripts(usedbytheserverforincomingIVRcalls)andclientsidescripts.
Don'tuseserversideactionsinclientsidescripts!
3.
GUIUsethe"GUIdesigner"formforthistask.
Evenifyoudon'tcreateanycustomizedGUI,thedefaultGUIwillbeloaded.
OntheGUIyoushouldputonlythemostcommonfieldsthatshouldbevisiblefortheagentallthetime(likethenameofthecampaign,thecalledphonenumberandanyotherfieldthatisimportantforyouractivity)4.
CampaignUsethe"Campaigns"form:clickonthe+signtoaddanewrecord.
SetanynamethenassociateitwithascriptandaGUIandsetitstypeto"Callcenter(OUT)".
Therestofthefieldsareoptional.
5.
OperatorsFromthe"Usersanddevices"formyouneedtoaddyouragentswithusertypesetas"Operator".
Theseusersarelike"Endusers"withafewcallcenterspecificsettings.
Themostimportantfieldsherearethe"username"whichmustbeauniquestring,thepasswordandthecampaignwheretheoperatorisassigned.
6.
ClientsClientsareactuallythephonenumberstheagentshavetocallandtheyarestoredinthetb_cclienttable.
Usethe"Clients"formtoaddclientsandputitincampaigns.
Userscanbeinsertedinthefollowingways:manuallyfromtheClientformimportClientsbutton(Clientform->operations)usingtheExport/ImportwizardfromtheFilemenuworkingdirectlywiththedatabase(usetheSQLServerManagementStudio)Ontheclientformyoucanperformvariousfiltering,theonthe"Operations"formyoucanassignthelistedrecordtoacampaign.
Alsofromthisformyoucanviewdetailsabouteachusertogetherwithcampaignactivity(howmanytimesitwascalled,whenitwascalledlasttime,ifthe"offer"was"accepted"or"rejected"andotherdetails)7.
MAgentAftertheoperatorwilllogintotheMManageapplicationandopenthe"Questionnaire"theywillseetheGUIandScriptyouhavepreviouslyassignedforthecampaignandthecallsarestartedautomatically(bytheMAgentapplicationorbytheserversidepredictivedialer)8.
QuotasThismodulehavetobeusedonlyifyouneedtobuildrepresentativestatisticsoryouneedtotargetdifferenttypeofuserswithdifferentcampaigns.
9.
PresentationandchecklistsThesemoduleshavebeenbuiltforthespecificneedforinvitationbasedcampaigns.
(Whenclientsareinvitedtoaneventandyoucantrackthelocationsandinvitationsusingthesetwoform)10.
MonitoringUsethe"Callcenterstatistics"formtomonitorthecallcenteractivity.
Statisticsareavailableforcampaignsandagentswithdifferentgroupingortimeinterval.
AnycustomstatisticscanbeeasilywritteninSQLandstoredinthe"DirectQuery"formforquickaccess.
AgentwillbeabletoseetheirownstatisticsusingtheMAgentapplication.
Additionallyacallhistorycanbequeriedforeachclient(phonenumber)usingthe"ClientHistory"formorbyoperatorsfromtheMAgent(onlytheirownclients)TechnicaldetailsThetb_cclienttableisusuallyahugetablewhichcontainsallclientswithoneormoreassignedphonenumbersandoptionallyotherclientspecificdetailslikename,address,age,etc.
Youcancreateanynewfieldinthistablespecifictoyourneeds.
Afteryouhaveimportedyourclientstothistable,youcanmakevariousfilteringonitandassignapartofthemtoaspecificcampaign.
Forthisthetb_ccampaign_clientstableisused.
Allcampaignspecificfieldsshouldbeinthistableandclientrelatedpermanentfieldsintb_cclienttable.
Youcanputanyfieldfromthetb_cclientortb_ccampaign_clientsdirectlytotheMAgentQuestionnaireformtobeaccessiblebyoperators(read/writeorread-only)withtheGUIdesignerorthescripteditor.
Fieldscanbechangedalsofromthescriptautomatically(byusingSQLupdateactions)WhetheryouusetheautomaticdialerfunctionalityoftheMAgentorthepredictivedialer,thenextclienttobecalledisloadedfromtb_ccampaign_clientstableafterasophisticatedalgorithmwhichwilltakecareforalltheparametersyouhavedefinedongloballevel(Configurationsform)orcampaignlevel(Campaignform).
Themostimportantparametersarethefollowing:whetherthesystemmobileorlandlinenumbersarefavorized(ifbothareset;afterthefirstcalltoaclientusuallythenumberwherewehavereacheditlasttimeisfavorizedautomatically)howmuchtimeswealreadyhavecalledtheclientandwhenwasthelastcallwhetherwehavetoredialtheclient(redialsetbytheagents)whethertherecallscanbeassignedtoanyagentoronlyfortheagentwhomadethepreviouscall(orfirstwetrytheoriginalagent,thenaftersometimetheclientcanbeassignedtoanyotheragent-forexampleiftheoriginalagentisnotworkingforthecompanyanymore)anyquotayouhavedefineontheQuotasformclientcallorder(random,databaseorder,etc)anyotherconfigurationparameteryouhavespecifiedClientscanalsobemarkedas"robinson".
Thismeansthatacertainclientdoesn'ttoleratecallcenterdisturbsandthesystemwillmarkthemtobenotrecalledanymore.
Ifcallsareinitiatedbythepredictivedialer,theagentwillgetonlyconnectedcall(thedrawbackisthattheywillhearonlyashortbeepinsteadoftheringtoneandthentheyhavetoanswerimmediately)Thepredictivedialerisbasedonsophisticatedstatisticshistorytodeterminewhenandhowmuchcallitshouldinitiate.
Thisisdependingonthenumberofagent,numberofcurrentcalls,numberofpreviouscalls,ASR,ACDinthelast10minute/lasthour/lastday/lastmonthinaweightedcalculation,maxringtimeandwaittimesettingsandallotherpredictivedialersettingsyouset.
Thepurposetoreduceoperatorwaittimetominimumwithminimaloverdialing(whenthecallisconnectedbutthereisnofreeoperatoranymore).
Themoreoperatorsyouhave,thebetterthepredictivedialerwillwork.
Theresultofacallandtherelatedstatisticscanbeachievedbythefollowingways:Usingcompleted/accepted/rejected.
ThisisthemosteasiestandconvenientwaytostorethecallresultandcanbedonebyusingtheacceptandrejectscriptactionsordirectlyfromtheGUI(rejectbuttonforquickaccess).
Youcanalsomarkonescriptactiontobethe"competitionquestion"whichmeansthattheconversationhasarrivedtoapointwhenwecansaythatitwascompleted.
(forexamplethecallwasnotrejectedimmediatelybythecalledparty)Thiscanbethesameordifferentfromthe"accepted"action)Forthisyouhavebuilt-instatisticsintheMManageapplication.
OntheScriptformyoucanfindaspecialfieldnamed"endcode".
Insomeitemsyoucanfillthisvalueandthatwillmeanthedegreeinthescriptuntiltheconversationhasarrived.
Youcanmakeanyfurtherquerybasedonthisfield(tb_ccscript_processing.
endcode)Usingfieldsfromtb_ccampaign_clientstostoretheresult.
Forexampleifyousellproducts,youcanstorethepurchasedproductnameinaseparatefieldthenyoucanmakeyourreportsandstatisticsbasedonthisfield(ifemptytherewasnotproductsold…meansa"failed"call)Usingtb_ccscript_processingtable:eachscriptitemaccessedbytheagentcanbestoredinthistable("ivr_storecscriptanswers"globalconfigoption)andqueriedafteryourneeds.
Thiswillofferthemostdetailswiththecostofmorespaceandprocessingresourcesneeded.
Usingyourowntable(s)andfield(s).
Youcanaddanynewtabletothedatabaseandstoretheimportantresultsinthistableinsteadofusingthebuilt-intables.
Youcanalsouseanycombinationofthepreviousmethodstoachieveyourbusinessgoals.
Forexamplethemostimportantstatisticscanbebuiltaftertheaccepted/rejectedflagbutifmoredetailedstatisticsareneededyouwillbeabletousetheothermethodsanytime.
TestYoucanlaunchacampaignintestmode.
Forthisgotothecampaignsettings(Detailspage)andselectthe"Test"checkbox.
Thismeansthatthenumbersinthecampaignwillbecalledinanendlessloop(willberesetafterallnumbersarealreadycalled).
ForexampleyoucanaddafewtestnumberisthiscampaignandlaunchoneormoreMAgenttocallthesenumbers.
Neverenablethisoptionforlivecampaigns(becauseimportantdataislostwhentheresetismade).
AnothertestoptionistotestyourGUIandscriptwithouteventuallytomakeanoutgoingcall.
Forthisyouhavetoselectthe"Test"optionontheMAgentloginform.
IncomingcampaignsThisisdocumentedintheIVRguide.
Thebasicstepsarethefollowings:1.
Setuppropercallhandlingandrouting(Trafficsenders,SIPservers,Routing)2.
CreateaIVR(IVRform)3.
MakeacampaignandassigntheexistingIVRforit(Campaignsform)4.
CreateanIVRusersandassigntheIVRforit(UsersandDevicesform)5.
Createoperatorsandassignsomeoperatorstothiscampaign(UsersandDevicesform)6.
Operatorsnowcanlaunchtheclientapplicationandwaitforincomingcalls(MAgent)FormoredetailsusetheAdminGuideorcontactoursupport.
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