Back to the Help Center Home
Administrator's Guide
Packet8 provides tools for the Administrator to easily configure components such as the ACD and IVR. Configuration is greatly simplified through a single unified
interface, the Configuration Manager, which eliminates the need to individually set up functions such as CTI, as is necessary with traditional contact centers.
If you are a first time user of Packet8 Complete Contact Center, please click the next link located on the bottom right corner to navigate through the steps on
configuring your contact center. Otherwise you can skip ahead by choosing a topic below or using the navigation bar on the left.
You can also use the search feature found in the top right corner of the browser.
Basic Settings
Summary
When you first login to the Configuration Manager, you will be presented with an overview of the items that are currently enabled in your application.
Profile
Clicking on the "Profile" tab brings up initial settings that you should configure for your contact center.
Company Name: The name you enter here is displayed on the Configuration Manager heading on the top of the page when refreshed.
Administrator Email: The application will send an email notification to the specified address(es) in case email retrieval process fails. This can occur if an
incorrect email ID or email password has been configured in an Email Channel.
Time Zone: The time zone you define will be reflected in functionalities such as time stamp on Cases and Follow-ups, Schedules, Reports, etc.
Password: The password to log into the Configuration Manager is set here.
Enable SSL (Secure Sockets Layer): You can enable this functionality if you want Agents and end-users to connect to the Packet8 service via a secure SSL
connection.
Spam Threshold Level: As part of our email solution, Packet8 Complete Contact Center also has a Spam filter built in. The threshold level is set to determine
how strict you want the filter to be. The lower the number, the stricter the filter and the higher the number the more lenient the filter.
Spam Black List: Used to automatically classify emails from certain email addresses or domains as spam. Please note that unlike the other areas of the
application, where email addresses are separated by commas, the email addresses here are separated by a new line. To enter an email domain, use the
format *@domain.com. Please see the image above for an example.
Note: The black list only classifies emails as spam so it does not get processed by the filter. To manage the spam email, add a "Check Spam" object to the Email channel script.
Spam White List: Used to automatically classify emails from certain email addresses or domains. These emails will never be classified as spam and will insure
that these get routed to the appropriate queue.
Managing Audio Files
Voice greetings are managed under the "Audio Files" tab located in the "Home" page of the CM. You can upload your own custom greetings or use any of the
pre-recorded greetings available with your tenant.
In order to upload your greetings, you must first click on the "User" folder located on the left panel. This should give you a blank entry form on the right panel.
Give the file you are uploading a name and description, then click on the "Browse.." button to find the wav file located on your computer's hard drive. Once
selected, click Save and the file should show up on the left side panel. (Please allow 5-10 minutes for the file to play back correctly as it has to propagate
through our servers)
How to Create your Greetings
Greetings should only be recorded as wav files. You can either have them professionally recorded or you can record them yourself. The easiest way to record is
to use an audio recording program with a microphone attached to your computer.
Another way to have files recorded is by using the Packet8 Voicemail system. By leaving yourself a voicemail and later requesting it as a wav file, you can then
use that wav file and upload it as one of your greetings.
Wav Format
For the best results, please be sure they are recorded in the following format:
8 kHz, 16 bit, mono
If the recordings still do not sound good when played back over the phone, you can use a sound editing program such as Adobe Audition to resample or resave
the file as a wav file as some recording programs save wav files using the proper standards.
Deleting Audio Files
You can delete an user audio file by clicking the "Delete" button and confirming the deletion. Only user audio files may be deleted - not pre-recorded files.
Note that you cannot delete an audio file that is being used in an IVR script, until you first delete the IVR script.
Setting Schedules
To set up your operating hours, you can create new schedules for which our applications will check to determine if you are open or closed.
Schedules can be found under the "Home" section under the "Schedules" tab. You can create new schedules by clicking on the "Add" button located under the
tab.
Schedules only apply to the phone channels and will need to be set when creating an IVR Script.
Normal Operating Hours
In order to set a schedule, you will need to set the times that you are open until the time that you are closed. If you are closed for that day, you just need to
set the time of both open and close to 00:00.
You will be able to set up multiple schedules in the case that you have different departments or groups that work on a different schedule.
Exceptions
To set up exception dates, you can click on "Add" button under Exceptions to set up hours or days that are different from your Normal Operating Hours.
After clicking add, you will need to set the start date and end date for the exception as well as the times when they will apply. Please note that if you want a
day to be closed, you will need to set it from 00:00 to 24:00 of the day that you want to be closed. You will also need to put in the action that you want to
take place, whether or not you want the caller to experience your normal open or closed settings, or one of exceptions that you have set up in the IVR Script.
Deleting a Schedule
To delete a schedule, click the "Delete" button next to the schedule. Note that you cannot delete the default schedule. If this schedule is being used in an IVR
script, you will not be able to delete it until you first delete the IVR script.
Managing Agents
Packet8 Complete Contact Center allows you to give each of your Agents their own profile so you can manage them easier as well as track their performance
using our reports.
The following sections will go over how to create and manage your group(s) of agents.
Setting up Groups
Groups are used for real time statistics (Monitoring) and Historical Reporting purposes. Also, cases can be assigned to one particular Agent or to a Group. They
are not used to assign agents to take certain transactions.
From the Agent Interface, an Agent will see real-time information for all Agents currently logged in and belonging to their Group (Name and Status). This will
allow the agent to know whether or not he can take a break, depending on the number of available Agents in his or her Group.
A Supervisor will be able to see all Agents in different groups as well as their time on status.
To add a group, click on the "Add" button and enter in the name of the group. You will need to add at least one group to create agents.
Creating/Editing Agents
Agents can be added through the CM by going to the "Agents" link on the navigation bar.
This page will give you an overview of all agents currently in the application, their username, group they are in, and whether or not they are enabled.
To add Agent's to your contact center, there are pieces of information that you will need from the Agent, Supervisor, or the Contact Center manager before
you start. The service allows for such flexibility for each Agent, that you will need to gather specific information for each of them, including:
Agent Personal Details
Queue
Access Rights
The Agent Profile
Agent personal details are specific to each Agent, in particular, the Agent's username.
An Agent must have a unique username that cannot be changed. As the Agent username will be displayed to your end-users in the Chat sessions, you may
want to take extra care when creating your naming rules. The username can be no fewer than 3 characters, and the password cannot be the same as the
username. Agents must belong to a unique Group and the username and password are case sensitive.
To ease this process, you may create an agent with all of the same configuration information as an existing agent. Fill in the agent profile fields on this screen,
and select an agent from the "Copy Details From" list. Your new agent will have all the same queue assignments and access rights as the existing agent.
Assigning queues
The "Queues" tab will allow you to quickly assign your agents to any of the queues that have been created. When configuring your Contact Center for the first
time, the queue assignments will be defined in the Queue Members section.
When assigning an Agent to a Queue, you need to specify his/her skill level. The ACD will always try to route the transactions to available Agents with the
highest skill level.
Note: While configuring an Agent's Queue assignments you must both assign and enable the agent by making sure both check boxes are checked. (This
happens by default when assigning an agent.)
Assigning Access Rights and Phone Number
The "Access" tab will allow you to define the (Packet8) CRM access levels as well as other features this Agent will be able to access.
CRM Access Rights
If the Agent has been assigned to at least one Queue, he/she will automatically be able to view, create and edit Cases and Follow-ups.
Note: Only Agent Supervisors will have the ability to delete data if the appropriate box is checked.
Other Access Rights
This agent account is enabled: This will allow the Agent to log into the Agent Desktop right away. This box is checked by default. If not checked, the Agent
will be unable to log into the application.
This agent is supervisor: Agents are personnel who are in direct contact with your customers through the various channels provided. Agent Supervisors are
individuals with a supervisory role that can also be an Agent if they are assigned to Queues.
Only Agent Supervisors can:
Create, modify and delete FAQ's
View real-time statistics
Monitor live calls
Playback recorded calls
Generate Historical Reporting on Groups, Agents, Queues and Channels.
Agent can change queue assignments: By checking this box, you will give the Agent the ability to enable and disable himself/herself from where he/she
has been assigned to under the "My Profile" icon in the Agent Interface.
Enable direct agent access: If you check this box, your customers will be able to reach this particular Agent by dialing your toll free number and entering
the Agent's virtual extension. Therefore, you will need to assign a specific extension to this Agent.
Activate Agent's voicemail: You can select this option only if the Agent can be reached through his/her extension via Direct Access. This allows the agent to
have their own personal voicemail through the application that is offered to them only via email as a wav file.
Activate pulling e-mail: You can select this option if you want the Agent to have the ability to pull e-mails out of order (longest holding or highest priority)
as opposed to have them delivered by the ACD.
Activate call monitoring: You can select this option only if the Agent has Supervisor privileges. This will allow the Supervisor to monitor live calls.
Activate Push2Dial: Push2Dial is a feature that allows 3rd party CRMs to use Packet8 Complete Contact Center to make outbound dials through the 3rd party
interface.
Phone Settings
Phone number: This field is the phone number that the Agent will be reached at. Be sure to include the '1' along with the 10 digit number as if you were
dialing from a normal phone. (16508675309)
Note: The phone number field assumes that you are based in the US. If you are located internationally, you must enter the phone number just as you would normally dial it from the US.
Phone extension: This is a virtual extension for your agent. You can assign any 3 digit number for your customers to reach this agent directly. Direct Agent
Access must be enabled if using this feature.
Voicemail and prompting timeout: Define how long the Agent will be prompted by the application for any new interaction before it is presented to the next
available representative. The same timeout will be used to route customers to the Agent's personal voicemail if the virtual extension has been dialed.
Additional Supervisor Settings
If you are setting up a Supervisor Account, you will have access to the "Monitoring" tab. This area allows you to specify which groups and queues you want the
Supervisor to monitor and will specify what the Supervisor sees on the Agent Desktop's Control Panel.
Checking the Queues to supervise does not mean the Supervisor will take calls from those queues. Also, assigning the Supervisor Agent to a queue will not
make the queue show up in his Control Panel unless he is also monitoring it.
Be sure to set this area after you have created your first Queues if you want the Supervisor to see the Queues available.
Setting up Recording
Recording percentages can be set per agent. There are three types of calls that you can set recording percentages for:
Inbound calls: These are calls that originate from the phone queues.
Outbound calls: These are calls that are placed by the Agent through the application.
Direct Agent Access calls: These are calls that the Agent receives through the virtual extension that the caller entered.
Recordings can be accessed through the Agent Desktop by Supervisor's.
Deleting Agents
Agents can only be deleted once their associations with queues have been removed. Agents that have been deleted will still have data in the Historical
Report.Â
To delete an agent, go to the main "Agents" screen and the delete button will be next to the "Edit" button on the right hand side.
Managing Queues
A queue is a set of Agents who share specific skills (Customer Support Representatives, Sales Representatives, etc.) and who use a specific communication
channel (Phone, Email, or Chat). Before setting up your contact center, you must define which communication channels you want to be used by your
customers to interact with your Agents. Those communication channels can be different depending on the departments you have set up in your contact center
(for example, human resources will use only email, while the sales team will use phone and email channels.)
General Queue Settings
Properties
Queue Type: Queue type is simply the media Channel for the Queue. When you add a Queue within the Configuration Manager, you have already selected the
media (Phone, Voicemail, Email, or Chat).
Queue Name: This is the name of the Queue to which Agents will be assigned. It is important to note that names that are selected will be displayed in the
(real-time) and Historical Reports. Additionally, the names selected for Chat Queues will be displayed to the end user from the Support Center. In other words,
you may want to invest some time determining the Queue names.
Priority: The system administrator has the ability to determine which queues would take a higher priority and be delivered to the agent first. This is useful in
the case that you want transactions from certain Queues routed to your Agents before other Queues.
Queue priority is shared among the different types of Queues. By default, the priorities are:
Phone = 8
Email = 2
Chat = 6
Voicemail = 4
This means that phone transactions will be offered first, followed by chats, voicemails, and finally emails.
Post-processing timeout: "Post-processing" is a specific ACD status. It allows the Agent to process some back office work after managing an interaction, or
to have a few seconds of break before the next waiting transaction is offered to him/her. Of course, the Agent will be able to interrupt the post-processing
status anytime by clicking on the Request Transaction button in the Agent Interface.
This status is reflected in the statistics. If you want your Agents to be able to accept a new interaction as soon as they're done with the current one, be sure to
set the value to 5 seconds (the minimum value). Setting the value to "None" will give the Agent an indefinite post-processing period.
Members
Members are the group of Agents and Supervisors that are assigned to the Queue.
Note: Members should also be enabled if you want interactions to be routed to them.
Skill Based Routing: In order to use Skill Based Routing, the Administrator needs to set Agent Skill Levels of High, Medium, or Low within the CM. This will
determine which available Agent will receive what transaction first within a particular Queue.
For example, Paul is high skill, Jennifer is medium skill and John is low skill. When you implement skill based routing for the Queue, an interaction would be
routed first to Paul. If Paul is not available, the interaction will be routed to Jennifer. Finally, if Jennifer can't accept the interaction it will be routed to John.
Interactions
Contact Priority can be set under the Interaction tab that allows additional priority routing based on caller information. You have the ability to choose a caller's
priority based information contained on the customers case.
Note: This feature requires the use of the Packet8 Complete Contact Center CRM. If you are not using the CRM, you can skip this section.
Default Priority Within Queue: This indicates what priority the contacts holding within this queue automatically default to. The range of priority goes from 1
(low) to 100 (high). Queues are set up with a default of 50.
Adding a Routing Condition
A priority routing condition can be added to any queue by clicking on the "Add" button. You can add the condition to look for a certain field within the CRM
application and route the contact to a higher priority in the particular queue, so that it can be answered prior to other contacts that are holding.
For example, in your phone queue you may want to route all of your Gold Support customers ahead of all Silver customers so that the Gold Customer's calls
would be answered first. This can be accomplished if you have a field in the CRM indicating the Support the customer has whether that be Silver or Gold, then
adding a condition to that queue indicating if Customer Type = Gold set interaction at 100.
SLA
Within the Packet8 service the Administrator can set up different SLA rules and alarms for each queue. The SLA is your commitment of service to your
customer (end user).
You may establish SLA alarms, which are emailed to appropriate individuals or lists when a service level is missed. Service level management parameters are
set to notify management if it appears that the Contact Center will not meet a level of service for customers.
Phone
There are five areas of information needed to configure a phone queue:
Properties
Members
Voicemail
Interactions
SLA
Properties
Transfer Incoming Calls to: The Packet8 Complete Contact Center service enables you to manage all your corporate calls. If some of your calls have to be
transferred to a department who is not using the Packet8 application, you can create a specific queue and enter here the phone number you want the calls to
be transferred to. This enabled you to use a unique toll free number and route the call to the appropriate person according to the type of query. This feature
also allows your Agent to transfer a call to a Department that is outside your Contact Center.
Voice Recording: This allows you to set a percentage for incoming calls that are to be recorded.
Waiting Music: Allows you to specify what plays while the customer is waiting for an available agent in the queue. The drop down menu shows all available
files located in the "Audio Files" section.
Refer to the main "Managing Queues" section for details on the other fields in this page.
Members
Here you can assign Agents to the Queue and also enable Skill Level Routing. For more details, see section "Managing Queues" for more details.
Voicemail
Enable Voice Mail: In case all Agents are already handling transactions, you may elect to route the following calls to the Queue Voice Mail. In this case, you'll
need to define the maximum time you want your customer to wait in Queue before inviting them to leave a message.
If you enable the Queue Voice Mail, you may want to upload a custom greeting to be played to your customers ("Voice Mail Message").
SLA
Enter here the quality of service you want your Contact Center to reach and the email address of the person(s) who need to be notified in case the SLA is not
met. Refer to the "Managing Queues" section for more details on this section.
Emails
Email Queues have a similar configuration format as Phone Queues. To configure an Email Queue you must set the following areas:
Properties
Members
Interactions
SLA
Properties
Queue Signature: Queue signatures can be used to create custom email signatures for the specific queue. Your agents will be able to use these signatures
when replying to emails. These signatures can be selected through the Agent Desktop.
Refer to the "Managing Queues" section for details on the other fields in this page.
Members
Here you can assign Agents to an Email Queue and also to enable skill level routing. If you opt not to use skill based routing, all you need to do is select which
Agent will be assigned to the Queue and enabling them on the Queue.
Interactions
Refer to the "Managing Queues" section for details on this feature.
SLA
Refer to the "Managing Queues" section for details on this feature.
Chats
Chat Queues have a similar configuration format as Phone Queues. To configure a Chat Queue you must set the following areas:
Properties
Members
ICR
Interactions
SLA
Properties
Refer to the "Managing Queues" section for details on the other fields in this page.
Members
Here you can assign Agents to an Voicemail Queue and also to enable skill level
routing. If you opt not to use skill based routing, all you need to do is select which Agent will be assigned to the Queue and enabling them on the Queue.
ICR (Interactive Chat Response)
The ICR fields are where you define what your customers will initially see when they click on the Chat button or link from the Support Center. As it the case for
the Phone IVR, there are two levels of ICR, the first one for the Channel and the second one for the Queue.
The Queue level will allow you to display greetings for this specific Queue, to collect information from your Customer before routing the chat session to an
Agent and to set up the opening hours.
Main Greeting: Enter the instructions that you want your customers to see before the chat window is displayed. This is only available in conjunction with the
data collection option (see below). For example, "Welcome to MyCompany Chat! Please enter your account number and the next available representative will
be with you shortly."
Data to collect: It is possible to prompt your Customer to insert a specific string of data, for example Case or Account number, or any numeric value
corresponding to one of your CRM Custom Field. Data to collect can be required (the Chat Session won"t be established unless the end user enter the required
data) or optional (if the end user doesn't enter the information, he will still be able to establish a Chat Session). Any data collected will influence the
information displayed to the Agent when accepting the Chat transaction.
Open Hours Schedules: Here you will have to insert your schedule of operations to determine when to display your Main Greetings and your Alternative
Greetings. This will also prevent any customer to be able to start a chat session during non-operating hours.
The time schedule in the Configuration Manager is listed in universal (or military) time. For example 00:00 is midnight and 12:00 is Noon, and 18:00 is
6:00pm.
Alternative Greeting: If you're not operating 24 x 7, you may want to display a specific message to your customers after hours. You can access this field
only after checking on the "Open Hours Schedule" box. For example, an alternative greeting could be: "Thank you for contacting our Customer Care
Department. Our operating hours are Xam to Xpm, please try back later."
Interactions
Refer to the "Managing Queues" section for details on this feature.
SLA
Refer to the "Managing Queues" section for details on this feature.
Voicemails
Voicemail Queues have a similar configuration format as Phone Queues. To configure a Voicemail Queue you must set the following areas:
Properties
Members
IVR
Interactions
SLA
Properties
Refer to the "Managing Queues" section for details on the other fields in this page.
Members
Here you can assign Agents to a Voicemail Queue and also to enable skill level routing. If you opt not to use skill based routing, all you need to do is select
which Agent will be assigned to the Queue and enabling them on the Queue.
IVR (Interactive Voice Response)
In this tab, you can define the Voice Mail Delivery Message that will be played to Agents accepting Voice Mail transaction in that queue. You can use the predefined voice prompt "Press 1 to Receive Voice Mail in Your Email" or input your own .wav files
If you choose the pre-defined message, the following fields are automatically set and grayed out, to match the message played to the Agent:
Delete voicemail is set to "On hang up"
Send voicemail by email is set to "On Request"
Agent email address is checked
You can still choose to send the Voice Mail to some other email addresses when the Agent presses 1. Check the box, and enter these email addresses in The
following email address(es) field. If you use several emails address, separate them by a comma (,) or a semicolon (;).
If you choose a custom message, then the following fields may be set to some different values:
Delete Voice Mail may be set to:
On hang up: Voice Mail will be automatically deleted when the Agent is done listening to it and hang-up his/her phone.
On agent confirmation (dial * ): Unless the Agent presses the star key
(*) on his/her phone pad before hanging up, the Voice Mail will be put
back in the voice mail queue , and will be offered again to the next
available Agent in that queue.
Send Voice Mail by E-mail may be set to:
Never: here will be no way to send a voice mail by email. The fields Agent
email address and The following email address(es) are not used at all.
On request: If the Agent presses 1 , the voice mail will be sent by email
to the addresses defined in Agent email address and/or The following
email address(es).
Always: The voice mail will always be send to the
addresses defined in Agent email address and/or The following email
address(es).
Interactions
Refer to the "Managing Queues" section for details on this feature.
SLA
Refer to the "Managing Queues" section for details on this feature.
Managing Channels
A Channel is a communication media that links your customers and contact center. The three types of Channels are: Phone, Email and Chat.
The Channels available in your CM depend on your organization's subscription. For further information on subscription levels, call your Customer Support
team.
A phone channel is a phone number that your customers are calling to reach your contact center.
An email channel is an email address that your customers are writing to.
A chat channel is a link in your Support Center that your customers click on to contact an Agent in your contact center.
Customers use a channel to establish a transaction that is then routed to a queue for your agents to pick up.
Chat
There are three sections needed to configure your Chat Channel.
Properties
ICR Main
ICR Choices
Properties
Name & Description: The name and description that you enter will be displayed to your Customer through the Support Center.
Direct Chat to: Instead of giving your Customer's a list of chat queues to select from, you can direct all chats to a specific chat queue. This allows a more
streamlined interface and is the preferred method if linking a chat from an external website.
This channel is enabled: This box needs to be checked to open the communication channel. If it is unchecked, the channel will be disabled and your
customers will not be able to access your chats.
Available at Support Center Sites: If you are using more than one Support Center for your Customer to communicate with your Contact Center, you need
to define which Chat Queue you want to be able to access from the specific Support Center.
Main ICR (Interactive Chat Response)
This tab will only be accessible only if you have selected to route your Chat queries to the Main IVR. If you decided to route the chat sessions to a specific
Queue, the greetings and schedule of this specific Queue will apply.
Main Greeting
Enter the message you want your customers to see when the list of available Chat Queues is displayed in the Support Center.
For example, "Welcome to MyCompany Chat! Please select the department you want to chat with by clicking on one of the links below."
Open Hours Schedules
Here you will have to insert your schedule of operations to determine when to display your Main Greetings and your Alternative Greetings. This will also
prevent any customer to be able to start a chat session during non-operating hours.
The time schedule in Configuration Manager is listed in military time. For example 00:00 is midnight and 12:00 is Noon and 18:00 is 6:00pm.
Alternate Greeting
If you're not operating 24x7, you may want to display a specific message to your customers after hours. You can access this field only after checking on the
"Open Hours Schedule" box.
For example, an alternative greeting could be: "Thank you for contacting our Customer Care Department. Our operating hours are Xam to Xpm, please try
back later."
ICR Choices
The ICR choices are the Chat Queues that a Customer can select form the Support Center. The numbers reflect the order in which the Chat Queue links are
displayed on the web page. You can display up to 10 Chat Queues for your Customers to choose from.
For example: 1. Customer Care queue, 2. Product Information Queue, 3. Technical Support Queue.
Emails
To configure an Email channel, there are two sections required:
Properties
Email Script
Properties
Incoming email address: Enter the email address of your email box. This address can be displayed to your customers in the "From" field each time your
Agents send an email or a follow-up.
User ID: Enter the user id for the email address you want Packet8 to access. Your IT Manager will be able to give you this information.
Password: Enter the password for the email address you want Packet8 to access. Your IT Manager should have this information if you do not have it
available.
Incoming Mail Server, Protocol & Port: Enter the network location of the email server and the protocol the email server uses. This information can be
obtained from your IT Manager.
This Channel is enabled: This box needs to be checked to open the communication Channel. If it is unchecked, the channel will be disabled and the emails
will remain in your email server without being processed.
Note: Once you enable the Email Channel, all emails will be retrieved by the application and create Cases in your CRM. Make sure you are ready to begin pulling emails into your Contact
Center before enabling the channel.
Overview of Instructions
As seen in the previous section, you build an email script by configuring parameters and adding instructions. (Similar to creating a Phone IVR Script).
The current version of the interface allows adding and deleting, but not duplicating or moving objects. Also please note that there is no coherence verification
between the script objects and the resources it uses. For instance if a "Forward to queue" object is configured to route emails into a given queue, and if that
email queue is deleted afterwards, then the email script will fail on this object and as it won't be able to route the email into the queue.
Check CRM
Description: The purpose of the Check CRM object is to perform some identification checks against the CRM database to determine if the email is coming
from a known contact or not, and if yes, to see if the email is a brand new case or a follow-up to an existing one.
Parameters:
Label: label to identify the instruction in the graphical tree
Exit points:
new customer: the email was sent by a contact address not in Packet8's CRM
new case: the email is a new case sent by an existing contact
follow-up: the email is a follow-up to an existing case
This should be used every time one wants to run some specific actions based on the identity of the sender (new contact or not), or based on the fact that a
new case has been created or just a follow-up to an existing case.
Check Flood
Description: The purpose of the Check Flood instruction is
to detect flooding attacks (also called Denial Of Service attacks). The
detection mechanism works this way. If more than a certain number of
emails that share some properties (same sender/same recipient/same
subject) are processed within a certain unit of time, then a flooding
attack alarm is raised. The three parameters taken into account to determine if emails are « identical » are : From address, To address, and Subject.
Parameters:
Label: label to identify the object in the graphical tree
Time interval: Allows to specify the sliding observation
interval during which no more than "Maximum number of emails"
"identical" emails can be received
Maximum number of emails: Specifies the maximum number of
emails than can be received within a time interval which length is
defined by the Time Interval attribute above.
Exit points:
flood detected: More than the maximum number of "identical" emails have been received during the last Time Interval.
first email: The current processed email is a new (unique) email over the last Time Interval.
other emails: The current processed email is similar to at
least one other email processed within the specified Time Interval, but
is not yet considered a flood.
Check Priority
Description: The Check Priority instruction compares the priority of the email to a priority level set in the Priority value attribute. If no Priority header field in
the email header is found, the email priority is set to the default value: Normal.
Parameters:
Label: label to identify the instruction in the graphical tree
Priority value: sets the value of the priority to which the email priority will be compared to. The possible values are 1-5 with 1 being the highest
priority and 5 being the lowest.
Negate comparison: enabling this attribute will reverse the effect of the comparison
Exit points:
matched: the priority of the email matches the criterion set in the Check Priority instruction
not matched: the priority of the email doesn't match the criterion set in the Check Priority instruction.
Note: Different MUA (Mail User Agent) have different ways to format the Priority header field in the email header. The Check Priority object will search for the
following names: "X-Priority", "Importance", "Priority" in the email header. If none of these are found, it will consider that the email priority is 3 - Normal.
Check Recipient
Description: The Check Recipient object compares
the recipient email address of the email to a pattern. Several options
allow tuning the way the comparison should operate.
Parameters:
Label: label to identify the object in the graphical tree
Select field: allows you to specify which header field should be used for comparison. (To:, Cc:)
Select Operator:
allows more precise tuning of the comparison. The possible
choices are: Contains, Begins with, Ends with, and Is equal to.
Pattern: specifies the pattern that will be compared to the header field selected in the 'Select field' text box.
Use pattern as a regular expression: If enabled, instructs the comparison engine to treat 'Pattern' as a regular expression.
Negate comparison: enabling this attribute will reverse the effect of the comparison
Case sensitive: enabling this attribute will make the comparison case sensitive
Exit points:
matched: the recipient of the email matches the criterion set in the Check Recipient instruction
not matched: the recipient of the email does not match the criterion set in the Check Recipient instruction
Examples:
The following examples illustrate the effect of the different
comparison options. The examples will focus on the To field (the
principle is exactly the same for the Cc field)
Operator
Pattern
RegExp
Negate
Case
Recipient
Result
Contains
pj@8x8
Disabled
Disabled
Not sensitive
[email protected]
Match
Begins with
wpj@
Disabled
Disabled
Not sensitive
[email protected]
Match
Ends with
8x8.net
Disabled
Disabled
Not sensitive
[email protected]
Match
Is equal to
[email protected]
Disabled
Disabled
Not sensitive
[email protected]
Match
Is equal to
[email protected]
Disabled
Disabled
Sensitive
[email protected]
Not Match
Is equal to
[email protected]
Disabled
Enabled
Sensitive
[email protected]
Match
Is equal to
wpj@.*.net
Enabled
Disabled
Disabled
[email protected]
Match
Begins with
wpj
Enabled
Disabled
Disabled
[email protected]
Match
Ends with
net
Enabled
Disabled
Disabled
[email protected]
Match
Contains
whitepj
Enabled
Disabled
Disabled
[email protected]
Match
Contains
whitepj
Enabled
Disabled
Enabled
[email protected]
Not Match
Contains
whitepj
Enabled
Enabled
Enabled
[email protected]
Match
Check Sender
Description: The Check Sender instruction compares the sender's email address to a pattern.
Parameters:
Label: label to identify the object in the graphical tree
Select Operator: allows more precise tuning of the comparison. Possible choices are Contains, Begins with, Ends with, and Is equal to.
Pattern: specifies the pattern that will be compared to the "From:" header field.
Use pattern as a regular expression: If enabled, instructs the comparison engine to treat 'Pattern' as a regular expression.
Negate comparison: Enabling this attribute will reverse the effect of the comparison.
Case sensitive: enabling this attribute will make the comparison case sensitive.
Exit points:
matched: the email address of the sender of the email matches the criterion set in the Check Sender instruction.
not matched: the email address of the sender of the email doesn't match the criterion set in the Check Sender instruction.
This instruction is used and configured similarly to the Check Recipient instruction.
Check Spam
Description: The purpose of the Check Spam
instruction is to try to determine if an email is junk or not. The
instruction uses SpamAssassin as it's spam filter, which can be
configured in the CM (Home->Profile->Spam threshold level) to be
more or less lenient.
Parameters:
Label: label to identify the object in the graphical tree
Exit points:
is spam: the current processed email is considered to be spam
is not spam: the current processed email is not considered to be spam
The spam detector is not infallible. It is safer to avoid deleting emails based only on the assertion of the Check Spam instruction. Emails should be routed to a
junk queue for later manual discarding. False positives could then be re-injected in the system, or processed directly.
Check Subject
Description: The Check Subject instruction compares the email's subject to a pattern.
Parameters:
Label: label to identify the object in tree.
Select Operator: Allows more precise tuning of the comparison. The possible choices are: 'Contains', 'Begins with', 'Ends with', and 'Is equal to'.
Pattern: Specifies the pattern that will be compared to the subject of the email.
User pattern as a regular expression: If enabled, instructs the comparison engine to treat 'Pattern' as a regular expression.
Negate comparison: Enabling this attribute will reverse the effect of the comparison
Case sensitive: Enabling this attribute will make the comparison case sensitive.
Exit points:
matched: The subject of the email matches the pattern set in the parameters
not matched: the subject of the email does not match the pattern set in the parameters.
This object is used and configured similarly to the Check Recipient object.
Check Virus
Description: The purpose of the Check Virus instruction is to determine if an email is infected by a virus or not. The object uses McAfee VirusScan.
Parameters:
Label: label to identify the object in the graphical tree
Exit points:
infected: The current processed email is infected by a virus
not infected: The current processed email is not infected by a virus
Note: If a virus is detected in an email, all its attachment files are stripped
Delete email
Description: The Delete Email instruction is used whenever one wants to explicitly discard an email. This can be necessary when an email must not be
forwarded into a queue and still must be fetched from the email server. This only solution to flush an email from the server without forwarding it to a queue
(and thus creating a case in the CRM database) is to explicitly delete it by calling the Delete Email object. This object can be typically used on the "infected"
exit point of the Check Virus instruction.
Parameters:
Label: label to identify the instruction in the graphical tree
Exit points: This instruction has no exit points. Processing is finished when the email is deleted.
Once the Delete Email instruction has been called, there is no sense in working on the email anymore. Therefore, any instruction that needs information from
the email to be able to run properly will not work (Forward to queue, Check Subject, Check Spam….).
Forward to Queue
Description: The Forward to Queue instruction is used to route an email into an email queue. It can be instructed not to route the email in the queue if there
are already more than a certain number (configurable) of emails are waiting in it. This feature allows you to bypass queue saturation by running an alternate
process in such an occurrence.
Parameters:
Label: label to identify the object in the graphical tree
Select queue: name of the queue to which the email will be routed to
Maximum number of emails waiting: specifies the maximum
number of email that can be waiting in the queue selected in the
'Select queue' parameter.
Exit points:
routed: the current processed email has been routed into the queue
overload: the current processed email hasn't been routed into the queue because the queue is full as specified in the Maximum number of emails
waiting parameter.
An email queue has a maximum capacity of 700 emails. Even though it is possible to set the Maximum number of emails waiting attribute value to up to 999,
the hard cap of 700 will always trigger the overload exit point as soon as it is reached.
As a rule of thumb, the lowest value between the maximum capacity of the queue and the threshold set in the Forward to queue object will trigger the
overload exit point the first.
When an email is routed to a queue, a contact, a case or a follow-up have been created in the CRM database. This sets the conditions to flush the email at the
end of the script, as we don't want to have an email cause the creation of duplicates.
Goto
Description: The Goto instruction works in conjunction with a Label instruction. To be able to insert a Goto instruction in a script, a Label instruction must
already exist. The purpose of the Goto is to alter the normal flow of execution of the script by forcing execution to restart at the designated Label. One
restriction applies: It is not possible to jump to a Label that would be located above the Goto instruction. This is meant to avoid loop situations. (See above
image for an example.)
Parameters:
Label: label to identify the instruction in the graphical tree
Destination: Label to redirect processing to
Exit Points: This instruction has no exit points. Processing continues at the Label that Goto is pointing to.
Label
Description: A Label is a particular instruction which only purpose is to be an anchor in the script where a Goto instruction will be able to jump to.
Parameters:
Label: label to identify the instruction in the graphical tree
Exit points: This instruction does not have any exit points.
Reply to Email
Description: The Reply to email instruction is used to
send outgoing emails to customers. This instruction is used usually to
notify a customer that his request has been duly received and will be
processed soon (auto-acknowledgment). It is also possible to use this
instruction to send to customers their account information after their
account has been created (this will be explained below).
Parameters:
Label: Label to identify the instruction in graphical tree
From: Value that will appear in the "From:" field of the email that will be sent.
Use channel email address as From: If activated,
automatically sets the From header field to the email address of the
channel to which the current processed email has been sent.
Cc: List of email addresses (separated by semicolons) to which the reply email will be Cc'd.
Bcc: List of email addresses (separated by semicolons) to which the reply email will be Bcc'd.
Subject: Subject of the reply email. The two following keywords have a special meaning when used in the subject text box:
_CASEID_ and _SUBJORIG_
_CASEID_ will be replaced by the id of the case / follow-up that was created in response to the current processed email.
_SUBJORIG_ will be replaced by the subject of the current processed email (original subject).
Content: Body of the reply email. The two following keywords have a special meaning when used in the context text area:
@account@ and @password@
@account@ will be replaced by the account number of the contact that sent the current processed email.
@password@ will be replaced by the password of the contact that sent the current processed email.
Exit points:
sent: the email was sent without error
not sent: the email was not sent
Activation of the 'sent' exit point does not mean that the email has been received by its recipient. Many problems can occur after the email has been correctly
sent.
Stop Processing
Description: The Stop Processing instruction is used to prematurely interrupt the execution of the script. Without this instruction, the execution would
continue until the end of the script is reached. In some situation, only one branch of the script has to be executed among several ones. Using the Stop
Processing instruction at the end of each branch ensures that only one of them will be executed.
Parameters:
Label: label to identify the instruction in the graphical tree
Exit points: This instruction has no exit points. Processing stops when this instruction is called.
Scripting
Email scripts are created by an Administrator through the Configuration Manager. The email scripts are accessed via the email channels. It is possible to assign
to an email channel a script initially created for another email channel. The creation and modification process is taken into account in real time. This means
that each saved modification is applied to the current channel immediately.
Note: Because all script modifications are taken into account in real time, Packet8 recommends disabling the email channel while its script is being modified. This will prevent emails to be
fetched and processed based on an incomplete (currently under maintenance) script. Not doing so can lead to unpredictable results.
Scripts are built with instructions which are read from left to right, top to bottom, in the email script tree. At the end of a script, the email will be removed
from the email server only if the following conditions are met:
Email has been forwarded successfully into a queue
A "Delete Email" instruction has been executed by the script
An error occurred and the email has been saved into a file
If none of these conditions are met, then the email will not be removed from the email server, and will continually be fetched when the Packet8 polls the email
server until it is either manually deleted from the server or the script has been revised to satisfy one of the conditions above.
Example Script
Before creating a new script, a clear specification of what the script should do should be created. Let's define a simple one:
First, we are going to check if the incoming email contains a virus or not. If yes, then the email will be deleted and the script will end. If not, then we are going
to check for the "ADV" keyword in the emails' subject. If we find the keyword (which indicates the email is Advertisement), we will also delete the email and
exit the script. If we don't, the we will route the email into the "Default Email Queue" and the script will end.
Script creation, step by step:
1. Log into the Configuration Manager
2. Click on "Channels" in the left menu
3. Click on the "Edit" button of the email channel you want to create a script in. (If you are setting up a new email channel, click on "New" next to "Email
Channels" and fill out the properties.)
4. Make sure "Own channel script" is selected in the "Use script from channel" drop-down list, then uncheck the "This channel is enabled" radio box and
click on the "Save" button. This email channel will stop being fetched until we re-enable it.
5. Click on the "Email Routing" label in the left area named "Email Script", select the "Check Virus" object in the object drop-down list (next to the "Email
Script" label, where it says "Add…"). The right area now displays the attributes of the selected object, in this case.
6. Enter "Check for Virus" in the Label text box. Click on save to add that new object to your email script. The left area is updated and you can now see
your new Check Virus object right under the "Email Routing" label. Now click on the "Check Virus [Check For Virus]" label to select it; the right area is
updated with the current parameters for that object.
7. We are now going to handle the case where the email contains a virus. Click on the "infected" label, right beneath the "Check Virus [Check For Virus]"
object. The "infected" label is an exit point (a branch). The "Check Virus" object has 2 exit points which are mutually exclusives (an email contains, or
does not contain a virus).
Select the "Delete Email" object in the drop-down list, and fill up the Label text box with "Drop infected email" and click on "Save". The left area is
updated and now shows a Delete Email object attached to the "infected" exit point of the Check Virus object.
8. Click on the "not infected" exit point of the "Check Virus [Check For Virus]" object. Select the "Check Subject" object in the drop-down list, and fill up
the Label text box with "Check ADV", make sure that the selected 'operator' is 'contains', write "ADV" in the Pattern text box and click on "Save". A new
Check Subject object with 2 exit points (matched/not matched) appears in the left area, attached to the "not infected" exit point of the Check Virus
object.
9. We are now going to handle the case where the subject of the email contains the
ADV keyword. Click on the "matched" label, right beneath the "Check Subject [Check ADV]" object. Select the "Delete Email" object in the drop-down
list, and fill up the Label text box with "Drop ADV email" and click on "Save". The left area is updated and now shows a Delete Email object attached to
the "matched" exit point of the Check Subject object.
10. Click on the "not matched" exit point of the "Check Subject [Check ADV]" object. Select the "Forward to queue" object in the drop-down list, and fill up
the Label text box with "FT Email Queue", make sure that the selected 'queue' is 'Default Email Queue', put 100 in the 'Maximum number of emails
waiting' text box and click on "Save". A new Forward to queue object with 2 exit points (routed/overload) appears in the left area, attached to the "not
matched" exit point of the Check Subject object.
At this point, our script is operational and can be tested. In order to do this, the channel needs to be re enabled, and some test emails need to be sent to the
email address.
Phones
Phone channels are the numbers that your customers dial to reach an agent in your contact center.
Phone channels can only be added (and removed) by a Packet8 representative. If you need additional phone channels, please contact your sales
representative.
In order for the customer to reach an agent, you configure each channel by clicking on the "Edit" button.
Properties
Channel Name: You can change the name of the Channel to better reflect the type of calls or campaign coming through. This information will be available to
your Agents when a call is first offered to them.
Display phone format: If accepting inbound calls from a foreign inbound number, you will be able to change the display format that is displayed in the Agent
Desktop. Defaults to US Standard.
Use script from channel: Allows you to choose a script to play from a different channel. This is useful if the number you are configuring has the same call
flow as another number you have already set up.
IVR Script
The IVR Script is used to define the call flow for your customers. At least one phone channel must be available to build an IVR script. It is recommended that
the Call flow be designed prior to IVR scripting, to reduce errors and corrections.
The Phone Channel must be must be enabled for IVR script changes to take place. If the number is dialed while the channel is disabled, the caller will
hear an error message.
The script may also use resources that must be configured beforehand in order to perform some functions.
Audio messages: Any custom audio files to be played by the IVR to the customer must be added under the "Audio Files" tab under the Home page.
Schedules: Schedules determine the actions that occur at certain times during the day. Schedules are set up under the "Schedules" tab under the
Home page.
Phone and Voicemail queues: Queues are a mechanism for dispatching transactions to the agents. They can be accessed under the "Queues" page in
the Configuration Manager.
CRM Custom Fields: If a value is entered by a caller (when prompted) that can be used to look-up a contact or case in the CRM. Valid values are
Customer Account ID, Case ID, or a numerical Custom Field. Custom Field configuration is accessible in the "Custom Fields" tab of the CRM page.
Creating a Script
IVR scripts are designed by the Administrator through the Configuration manager interface. Each phone channel must have an associated IVR script.
The building and modification process of IVR scripting happens in real time. This means that each saved modification is immediately applied.
In order to create a script, first select where you want to add an instruction, then use the "Add…" drop down menu to select the instruction:
You will not be able to add instructions (except for Labels and Plays) in between other instructions in the IVR Script. This is to prevent errors that may occur
on the caller. It is recommended that the call flow be planned in advance to reduce the amount of changes required.
Example Script
The following is an example of a simple script that plays a message and forwards the caller to a queue.
1. From the Configuration Manager, click on "Channels" in the left menu. Then click on the "Edit" button of the phone channel you want to update.
2. Click on the "IVR Script" tab for the script generation page.
3. Click on "MainIVR" on the left panel so that it is highlighted. By highlighting an entry in the left panel, you are selecting where the next instruction will
be added.
4. In the "Add…" menu, choose the "Play" instruction. This will display the "Play" configuration parameters on the right panel. The title bar of the right
panel will tell you what action you are performing, whether it is adding or editing the parameters for a instruction.
5. Enter "Play Message" in the "Label" field and select an audio message from the "Played message" drop down menu. (ie. "Wait for next agent") The Label
field is a description of what you are trying to add. This field is required for all instructions.
6. Click "Save" to add the instruction to the IVR script. The left panel is now updated with the new instruction.
7. Select the instruction "Play [Play Message"] in the IVR Script. The right panel will now update with the parameters that you set for that instruction. By
selecting "Play [Play Message"]" you have also chosen where the next instruction will follow.
8. Choose "Forward to queue" in the "Add…" menu.
9. For the parameters on the right panel, enter "Info Queue" for the "Label" and select a queue under the "Queue Name" drop down menu. Click "Save"
when done.
10. Enable the phone channel if it is not already enabled by going to the "Properties" tab of the Phone Channel and checking the "Enable" box.
The script should look like the screen shot below and can now be tested by dialing the phone channel. If an agent is available, the call will be routed to the
next available agent assigned to the queue.
IVR Script Objects
As seen in the previous section, one builds an IVR script by configuring and adding objects. Objects are executed sequentially from top to bottom (except
when using Label/Goto objects).
The current version of the interface allows: adding and deleting, but does not allow duplicating, moving or inserting objects. Also please note that there isn't
any verification between the script objects and the resources it uses. For example: if a "Play" object is set to play a custom audio file, and the audio file is not
found, then the IVR script will skip the object.
The following sections contain information on each object available in the IVR script. Please note that each object has parameters that can be set.
Parameters appear on the right hand side when the object or one of its exit points are selected. Exit points are areas where further objects can be added and
are located in the IVR script tree itself.
Any object can be connected to an exit point. Note that if an exit point has no instructions following it, the IVR will hang up.
Check ANI
Description: The Check ANI instruction is used to store the calling number (ANI) into an interaction context. The ANI is then used by the application to lookup the customer in the Packet8 CRM or an external application (when configuring the Screen Pop feature with ANI parameter checked).
Parameters:
Label: label to identify the object in the graphical IVR tree
Exit points:
Contact found: customer was successfully found in the Packet8 CRM
Contact not found: Customer was not found in the Packet8 CRM.
If you are using Screen Pops that use the ANI parameter and not the Packet8 CRM, be sure to place instructions under the "Contact not found" exit point.
Check Picklist
Description: The Check Picklist instruction is used for testing a Customer's found characteristic from the Packet8 CRM. This instruction allows you to route a
customer differently in the case a certain characteristic is found.
Parameters:
Label: label to identify instruction in the graphical IVR tree
Data to test: a specified customer field in the Packet8 CRM
Operator: Operation to perform
Values: Values to test
Exit points:
matched: customer matched the test
not matched: customer did not match the test
Example: Let's assume we have four Customer Types: Unregistered, Basic, Enhanced and Premium. Unregistered and Basic customers should be routed to
the Basic Queue while Enhanced and Premium customers to the "Premium Queue". Below is a sample IVR script with a "Check ANI" instruction. Without this
instruction, the customer won't be recognized and the script will follow the not matched exit point.
Forward to Agent
Description: The "Forward to agent" instruction is used to bypass the ACD and forward a call directly to an agent using the Direct Agent Access feature.
*Note: that an Agent doesn't need to be logged into the the Packet8 Complete Contact Center Agent interface to receive calls from a Forward to agent object.
When using this object, make sure that all agents who can receive a direct call are properly configured as follows: Go to the configuration manager. Select
Agents, then Edit an agent and go to the Access tab. Configure the Access parameters as follows:
Phone number: should be set to Agent's phone number
Phone extension: Set the Agent's unique 3 digit extension. This number will be used by the customer to reach the Agent directly
Enable direct agent access: should be checked so an agent can be reached with the "Forward to Agent" instruction from the IVR script
Activate agent's voice mail: should be checked if callers should be forwarded to an agent's personal voice mail (provided by Packet8) after the
configured voice mail timeout
Voice mail and prompting timeout: this is the amount of time before the agent's personal voice mail (provided by Packet8) starts.
The "Forward to agent" instruction should be used on the extension exit point of the "Menu" instruction.
Parameters:
Label: label to identify instruction in the graphical IVR tree
Message: if agent doesn't answer the call, customer is forwarded to the agent's voice mail. If this parameter is set, then the audio message is played to
ask the caller to press '*' to leave a voice mail. If customer doesn't press '*' then IVR processing continues at the resume exit point
Invalid extension message: audio message played when the number entered by the caller is an invalid extension.
Exit points:
resume: if customer does not press '*' when asked to leave a voice mail after 10 seconds
too many invalid: customer made 3 mistakes (invalid extension or not entering a value are entry mistakes)
Forward to External Number
Description: The "Forward to external number" instruction is used to route the call to any phone number. It can be used as a link to another IVR, a front
desk, answer service, etc…
Parameter:
Label: label to identify instruction in the graphical IVR tree
Phone number: phone number to forward the call to. It should contain only numbers (no '-', '()', etc… accepted) and should start with 1 and then the
area code. For instance to forward calls to (866) 975-2273, that parameter should be set to 18669752273
Exit points: This instruction does not have an exit point. Processing stops after the call is forwarded to a configured external number.
Forward to Queue
Description: The "Forward to Queue" instruction is used to route calls to a phone queue.
Parameters:
Label: label to identify instruction in graphical IVR tree
Queue name: phone queue to forward the calls to
Overload Process Rules
It is possible to configure this script to perform alternative processing, such as sending the call to an overflow Queue or to a Voicemail queue, if the queue is
overloaded.
There are two overload scenarios:
No agent available: This condition is true if no agent is available to take the call.
Queue load exceeds maximum: If selected, then the Maximum number of calls and Maximum estimated wait time are checked to determine if the queue is
overloaded.
Maximum number of calls: Check the number of calls currently waiting in the queue before forwarding the call. If the number of calls is greater or
equal to the value set for this parameter, then the queue is overloaded.
Note: This maximum value is checked on a "best effort" basis; if calls arrive at a fast rate, the actual maximum may slightly higher.
Note: No queue may handle more than 200 calls, so this value cannot be greater than 200.
Maximum estimated wait time: Check the current estimated wait time of the queue before forwarding the call. This is determined by averaging
historical wait times for the queue. If the current wait time is greater or equal to the value set for this parameter, then the queue is overloaded.
Exit points:
overload: Used if the queue is overloaded based on the Overload Process Rules. If neither rule is checked, this exit point is not used.
Forward to Voice Mail
Description: The "Forward to voice mail" instruction is used to route calls to a Voice Mail queue. It can also be used on the overload exit point of the
"Forward to Queue" instruction, which provides callers with an option to either leave a voice mail, or wait for an agent.
Parameters:
Label: label to identify instruction in the graphical IVR tree
Invite message: audio message played when entering the "Forward to voicemail" instruction
Queue name: voice mail queue to forward the call to
Access to voice mail is mandatory: only taken into account when used on the overload exit point of the "Forward to Queue" instruction. If checked,
then the customer will not be allowed to be routed back to the Phone queue. If not checked, customer can press '1' to leave a message or wait on hold
for the next Agent.
Exit points: This instruction does not have an exit point. Processing stops after the call is forwarded to the Voice Mail queue.
GetValue
Description: GetValue is used to prompt the caller to enter in a numerical value. The user must press '#' for the value to be recognized. It can be:
a Customer Account ID in Packet8 CRM
a Case number in Packet8 CRM
any numeric Customer or Case custom field in Packet8 CRM
an "external variable" (ext1 and ext2 - entry stored into these variables can be passed to a screen pop URL which can then be used to look up an object
from an external application)
For all but "external" variables, if a Customer or Case number is found in the Packet8 CRM, the appropriate record is displayed on the Online Control Panel
when the call is offered to an Agent.
Parameters:
Label: label to identify instruction in the graphical IVR tree
Invite message: audio message played when executing the GetValue instruction
Invalid message: audio message played when entry is invalid or does not exist in the Packet8 CRM. (When using external variables, it is never invalid)
Empty message: audio message played when no value has been entered
Data to collect: CRM field to search for in the Packet8 CRM, or external variable to store customer entry in
Entry is mandatory: if NOT checked, IVR exits on "found" exit point whether or not the entry was found in the CRM. If checked, then IVR will require
an existing value
Exit points:
found: if entry is set to mandatory and entry was found in the Packet8 CRM, if no no entry was placed and GetValue is set to not mandatory, or if the
entry was stored in an external variable, will exit at this point.
empty: if customer does not enter in a value, will exit at this point if entry is set to mandatory.
too many invalid: customer made 3 mistakes and the entry was set to mandatory.
Notes:
The IVR will play the configured empty message if an empty exit point does not have any instructions associated with it and the caller does not enter anything
for 3 seconds. If an empty exit point is connected with an instruction, then the IVR will exit at that point.
IVR allows 10 seconds to type an entry (with 3 seconds maximum between each DTMF entered)
After 3 invalid entries (invalid choice and/or empty entry) IVR always exits on too many invalid exit point. If the exit point does not have any instructions
associated with it, then the IVR hangs up,
Hang Up
Description: The Hang up instruction is intended to explicitly hang up a phone call. It is typically used at the end of a processing branch (exit point) when
too many invalid entries have occurred. Note this object is provided for clarity and is not required as the IVR will automatically hang up the call if no further
instructions are provided and there are no exit instructions (ie. Forward to queue, Forward to Voicemail, Forward to external number).
Parameter:
Label: label to identify instruction in the graphical IVR tree
Exit points: The Hang up instruction does not have an exit point as it stops processing the IVR script once the call is disconnected.
Label and Goto
Description: The Label and Goto instructions are used to direct IVR processing. They can be used to limit duplicating sections of a script. For instance, if
you want to have the same processing occur after a Check ANI instruction, whether the customer is found or not, configure the IVR as follows:
Add the Label instruction to the "contact found" exit point. Note that the label instruction must immediately follow the "contact found" exit point.
Add a Goto instruction to the "contact not found" exit point to redirect processing to the Label "found".
In the above screenshot, whether the customer is found or not, processing will go to the "Forward to queue" instruction.
Label Parameters:
Label: label to identify object in graphical IVR tree
Goto Parameters:
Label: label to identify object in graphical IVR tree
Destination: Label to redirect processing to
Exit points: The Label and Goto instructions do not have a specific exit point. They only point to another part of the script to begin executing instructions
from there.
Menu
Description: Menu instructions allow you to create a phone menu which allows customers to enter a number (0-9), *, #" or an agent extension to be routed
to appropriately. For more information on how to use the Agent extension feature, please see the "Forward to Agent" object description.
Parameters:
Label: label to identify instruction in the graphical IVR tree
Invite message: audio message played when entering the menu
Invalid message: audio message played when entry has no instructions following the exit point
Empty message: audio message played when customer does not input a value AND no instructions are specified in the "empty" exit point
Exit Points:
0-9: number customer selected as an exit point
*: customer selects '*' as exit point
#: customer selects '#' as exit point
extension: customer entered an direct agent access extension
empty: customer did not select an exit point in 3 seconds after entering the menu.
Notes:
If an exit point 0-9 does not have any instructions associated to it and a caller enters one of these numbers, the IVR will expect a direct agent access
extension (3 numbers followed by '#'). If after 3 seconds the customer has not entered another number, then the IVR assumes it is an invalid choice
The IVR will play a configured empty message if the empty exit point does not have an instructions associated with it and the caller doesn't enter anything for
3 seconds. If the empty exit point does have instructions associated with it, then the IVR will exit at that point. This is a good way to set up a default queue
to place the customer in in case they do not select an option.
After 3 invalid entries (invalid choice, invalid extension and/or empty) the IVR always exits on the too many invalid exit point. If this exit point does not have
any instructions associated with it, then the IVR will hang up.
Play
Description: The Play instruction is used to play an audio message to the customer.
Parameters:
Label: label to identify instruction in the graphical IVR tree
Played Message: Select a Pre-recorded or customer message to play from the available Audio Files.
Exit points: The Play instruction does not have a specific exit point. Once the instruction executes, it will go to the next instruction following it.
Schedule
Description: The Schedule instruction checks a schedule used to dictate IVR script behavior depending on the time of a call.
Parameters:
Label: describes the instruction in the graphical IVR tree
Schedule: the schedule to use for this instruction. Please check the "Setting Schedules" section for more information.
Exit points:
open: customer is calling during opened hours
closed: customer is calling during closed hours
#1-#6: customer is calling during a time set as "Exception #" in the schedule instruction.
Example: Let's assume we have a schedule configured as follows:
Open hours are from 7:00AM to 5:00PM (17:00) Monday - Friday and 10:00AM to 4:00PM (16:00) on Saturday and Sunday. Closed hours are any time
occurring outside this schedule. There is also an exception set to #1 on July 4th 2005 and Dec 25th 2005.
In the above example, Exception #1 has been created to represent Holiday closures. The IVR script can then be set up to play a Holiday Closure message
during the specified days. The configuration will direct the IVR as follows:
Call on Sunday @ 4:30PM: Schedule will use the closed exit point
Call on Monday @ 10AM: Schedule will use the open exit point
Call on Monday, July 4th 2005: Schedule will use the #1 exit point
Customizing the CRM
The CRM has two tabs that can be configured, Custom Field and Escalation. These can be configured to map to you current business rules.
Custom Fields
You can customize the CRM predefined fields and create up to 60 custom fields (20 each for the three following areas: Customers, Cases or Follow-ups).
The Custom Fields screen lists all existing
custom fields by area, and displays for each one:
Field Name
Display Label
Data Type
Predefined
Edit/Delete
The "Add" button is available to add a user defined custom field.
The "Order" button is available to customize the display order of custom fields in the Agent Interface.
Remember that when making changes to the Custom Fields, you should log out and log back in to the Agent Desktop to see your changes.
Adding Custom Fields
Creating Custom Fields
To create your own Customer, Case and Follow up Custom fields, you need to define the following parameters:
Data Type: The first step in creating a new custom field is to determine what type of field you want. You select here what type of data the Agent will need to
enter or select. Your options are:
Text - This can be used for entering any text such as a comments field.
URL - This field value will be displayed as a hyperlink in the Agent Interface. Clicking on it will open the appropriate web page in a new browser
session.
Number - Numeric fields are only numbers 0 through 9. If you need to also include special characters such as '-','*', parenthesis, or even spaces, use
the Text data type. Number fields can also be used as unique identifiers to be used in an IVR Script for screen popping customers.
Date - If you create a Date Custom Field, the Agent will be able to manually enter a date or to click on a drop down button to display a calendar and
pick a date. (Note: The date format can be customizable by the Agent through the "My Profile" section of the Agent Desktop)
Pick List - This data type allows you to create a drop down menu that your agents can select from. The Agent will not have the ability to manually
enter a value and you will have to define the possible values of the field from the Configuration Manager.
Field Name - This is the internal name of the field in the Packet8 database. This name is used in conjunction with the CRM API XML interface. This name will
not appear at all in the Agent Desktop. The Field Name must be unique and contain no spaces.
Display Label - Enter the field name that will be displayed in the Agent Desktop
Default Value - If you wish, you may define a default value that will be displayed in
case the Agent doesn't enter any information in this particular field.
There is no "Default Value" field for a picklist. The default value for a pick list is defined by the order you choose for this Pick List.
Note: Default Value field will be disabled if the option "Value Should be Unique" is checked.
Maximum Length: Define here the maximum number of characters that you will allow the Agents to enter in this field.
Note: The maximum length allowed depends upon what data type is selected:
Text: 85
URL: 200
Number: 255
Existing Records Value (Pick Lists Only) - You need to create a value that will apply for any Customers, Cases, or Follow-ups that already exists in your
CRM.
Note: For other Data Type (Text, Date, Number or URL), it is not possible to assign a value to existing Customers, Cases or Follow-ups. The field is just left empty.
Do not confuse Existing Records Value and Default Value . Default Value is the value given to the field if the Agents does not edit it. For example, when an Agent clicks the Create link in the
Case bar, the field pre-populated with the default value. Default value for a Pick List is defined by the order you choose for this Pick List
Include this value in Pick List (Pick Lists Only) - Checking this box will automatically add the "Existing Records Value in the Pick List, so that you do not
need to enter it twice.
Checking Value Should Be Unique check box will disable the Hidden from Agents, Read Only for Agents and Default Value fields.
This attribute is available only for Text and Number Custom Fields.
Read Only for Agents - If checked, agents cannot edit this information, only see it, and search on it. The data can only be imported via CRM API (WAPI).
Checking Read Only for Agents check box will disable the Value Should Be Unique and Hidden from Agents fields.
Hidden from Agents - If checked, Agents cannot see at all this field
anywhere in the Agent Interface .
Check this box for data that needs to be stored, but not seen or searched by Agents. This data can only be imported via XML API (WAPI).
Checking Hidden from Agents check box will disable all other properties check boxes.
Show as Tree - If checked, allows you to create a tree structure within the drop down menu. For example, if you wanted to set up a list of Operating
Systems to Choose from, you can create a Pick list like the image below by separating values in the tree with the '/' character:
Show on Home Page - If checked, the field is displayed on the Agent Desktop's Home page. Enabling this option will disable the "Hidden from Agents"
feature.
Value Should be Unique - If checked, when an Agent enters information into this field, the CRM will check if any other customer, case or follow-up has the
same information. If so, the agent will receive an error message.
Pick List -- Ordering and Default Values
Click on the More… button from Add or Edit a Custom Field pick list.
The Pick List Sort Order screen opens. It contains the Pick List Items list and a Pick List Preview.
Sort your items in the Pick List Items box: highlight the item then use the arrows on the right side of the Pick List Items box. Alternatively, you may click the
Sort Alphabetically button to sort the picklist values.
To set the default value, select it from the Default Value list. The default value will appear as the first value of the list when displayed in the AGUI.
Do not confuse Existing Records Value and Default Value. Default Value is the value given to the field if the Agent does not edit it. For example, when an Agent
clicks the Create link in the Case bar, the field pre-populated with the default value.
Once done you can click the Save button. Or return to the previous screen using the Back button, then click the Save button.
Note: On the first Add or Edit screen for a Pick List, items are always shown in the order in which they were entered. Your saved order will only appear in the Pick List Sort Order screen that
opens when you click the More button.
Predefined Fields
The Predefined Fields are standard fields in the Packet8 CRM that you can customize. Predefined fields are identified by a "Yes" in the predefined column in
the Custom Fields screen. They do not have a "Delete" button as an Option. (Predefined fields can not be deleted but their attributes can be edited.)
Customer Type - This field usually contains the type of Customer that is being created. For example, the values of this field could be Platinum/Gold/Silver.
Case: Status - The Packet8 CRM uses the following status to manage the CRM:
Unassigned - Case that does not have an agent assigned to it
Open - Case with Agent assigned but not yet complete.
Closed - Case that has been completed.
You can change the display labels of these statuses or add new statuses, but the way the CRM will be using these three status values will not be changed.
Case: Visibility - The visibility field
defines whether the case or the follow up is accessible by the Customers from the Support Center via "My Account".
An Internal Case/Follow-up is visible to all Agents, but is not visible to any customers. An External Case/Follow-up is visible to all Agents, and to the Customer
to whom the Case/Follow-up belongs.
The Case visibility flag overrides less restrictive flags of its Follow-ups. For instance, if the Case is marked as Internal, all its Follow-ups obey Internal rules
until the Case Visibility is changed to be less restrictive than its Follow-ups.
The default value for the Visibility is Internal for cases created through the Agent Interface or received through email.
The default value for Visibility is External for a Case created by a customer through "My Account" in the Support Center.
You can change the display labels of this visibility, but you can not add
any new visibility. The way the CRM uses these fields can not be changed.
Case: Media Type - The Media Type field represents the media for the transaction that created a case. There are 4 predefined MEdia Types: Chat, Email,
Phone, Support
Center.
Cases or Follow-ups automatically created in the application have a Media Type also automatically set:
Email for Cases or Follow-ups created from an incoming email
Chat for Cases or Follow-ups created by saving a Chat log
Support Center for Cases or Follow-ups created by Customers through My Account in the Support Center.
If the Case is created manually, the Agent will have to select the Media Type from the pick list. You can also change the display labels of the Media Types, or
add new Media Type, but the way the CRM will be using these predefined Media will not be changed.
This field is used both for Cases and Follow-ups
Case Category - This field will allow the Agent to qualify the type of request they are handling. Examples of Case Categories are: Pricing, Order, Information,
etc.
Case Priority - Depending on your business rules, you may define here values such as High, Medium, and Low
Case Severity - Here you can define the severity degree of the Customer request. Severity values can be Critical Major and Minor.
Case Project - If your contact center is supporting several products or several customers, you may use this field to indicate the general domain of the
query. For example, Release 1.0, Release 1.1, etc.
Setting Escalations
Escalations allows you to automatically monitor CRM case handling to provide timely notification to supervisory personnel when responses are "overdue."
Two escalation options are available: Time to Close and Stall Time.
The Time to Close feature is used to notify supervisors when cases have been open for longer than a set period of time.
The Stall Time feature notifies supervisors when a case has been untouched for longer then a set period of time. (Untouched meaning"Last Updated" field has
not changed.)
These two options are set up using the same four steps:
1. Place a check mark in the Enable notification box if notification by email is desired
2. Use the list box to designate the number of days and hours that may elapse before a notification is sent
3. In the send an email notification line, type the email address of the individual who should receive notification that the designated time has elapsed.
(Separate email addresses with a comma.)
4. In the Notification Frequency box, use these boxes to designate how often notifications should be sent by placing check marks in the designated days
and hours
The notification is sent From: "[email protected]"
Using the Support Center
The Support Center is available for you to set up a presence online. Please download the following documentation for more information on how to use and
customize your Support Center.
Understanding_SupportCenter.pdf
Implementing a Direct Link
This section explains how tenants can implement direct http links to different sections of the Support Center and the Agent Supervisor interface. Implementing
a direct link allows a tenant to:
1. Have a direct link to an individual component or components in the Support Center on your web page(s). For example, you could place a "Chat with me"
link on your home page.
2. Provide users access without navigation through the Support Center. For example, you could have a direct link to a Frequently Asked Question (FAQ) in
a key area of your web site.
How to Implement a Direct Link
1. Create an html link from a page on the tenant website to:
http://acd.packet8.net/<tenant>/AGUI/agui_directaccess.php
2. Include parameters (see below) in the link that will specify which section of the Support Center is requested.
3. The PHP script validates the supplied parameters and routes the request to the requested page.
Example:
The following is an example of an html link from a tenant website to a chat queue in the Support Center (the tenant is called "acme" in this example):
<a href="http://acd.packet8.net/acme/AGUI/agui_directaccess.php?
tenant=acme&cmd=sc_chat_channel&channel=31&back=http://www.acme.com">Chat queue</a>
Parameters
Tenant -- The name of the tenant
Cmd -- The support center command
Channel -- The number of the channel
QueueID -- The ID of the queue
Back -- a URL to which the user will be returned after exiting the support center. The URL is passed as an extra parameter in the request.
Phone and Email Configuration
Main Support Menu
tenant=tenantName
cmd=sc_menu
back=returningURL
HTML Example
<a href="http://acd.packet8.net/<tenant>/AGUI/agui_directaccess.php?
tenant=<tenant>&cmd=sc_menu&back=http://www.acme.com">Main Support Center</a>
Phone
tenant=tenantName
cmd=sc_phone
back=returningURL
HTML Example
<a href="http://acd.packet8.net/<tenant>/AGUI/agui_directaccess.php?
tenant=<tenant>&cmd=sc_phone&back=http://www.acme.com">Phone</a>
Email
tenant=tenantName
cmd=sc_email
back=returningURL
HTML Example
<a href="http://acd.packet8.net/<tenant>/AGUI/agui_directaccess.php?
tenant=<tenant>&cmd=sc_email&back=http://www.acme.com">Email</a>
Chat Configuration
Chat
tenant=tenantName
cmd=sc_chat_main
back=returningURL
HTML Example
<a href="http://acd.packet8.net/<tenant>/AGUI/agui_directaccess.php?
tenant=<tenant>&cmd=sc_chat_main&back=http://www.acme.com">Chat Channels</a>
Chat queue for a Channel
tenant=tenantName
channel=channelNumber
cmd=sc_chat_channel
back=returningURL
HTML Example
<a href="http://acd.packet8.net/<tenant>/AGUI/agui_directaccess.php?
tenant=<tenant>&cmd=sc_chat_channel&channel=595&back=http://www.acme.com">Chat Channel</a>
Chat queue access
tenant=tenantName
channel=channelNumber
queue_id=queueID
cmd=sc_chat_queue
back=returningURL
HTML Example
<a href="http://acd.packet8.net/<tenant>/AGUI/agui_directaccess.php?
tenant=<tenant>&cmd=sc_chat_queue&queue_id=623&back=http://www.acme.com">Chat Queue</a>
Chat Session Initiated Directly
HTML Example
<a href="http://acd.packet8.net/<tenant>/AGUI/agui_directaccess.php?
tenant=<tenant>&cmd=sc_chat_queue&queue_id=623&channel=595&back=http://www.acme.com">Chat With Us</a>
NOTE: You can obtain the channelNumber and queueId by using this link:
https://acd.packet8.net//FAQ/faq_list_id.php?
tenant=tenantname&agent=agentID&password=password
FAQ Configuration
FAQ - List of categories
tenant=tenantName
cmd=sc_faq_list_cat
back=returningURL
HTML Example
<a href="http://acd.packet8.net/<tenant>/AGUI/agui_directaccess.php?
tenant=<tenant>&cmd=sc_faq_list_cat&back=http://www.acme.com">List FAQ Categories</a>
FAQ - View category
tenant=tenantNamecategory=categoryNumber
cmd=sc_faq_view_cat
back=returningURL
HTML Example
<a href="http://acd.packet8.net/<tenant>/AGUI/agui_directaccess.php?
tenant=<tenant>&cmd=sc_faq_view_cat&category=444&back=http://www.acme.com">View FAQ Categories</a>
FAQ - View FAQ Article
tenant=tenantNamecategory=categoryNumber
faq_id=faqID
cmd=sc_faq_view_faq
back=returningURL
HTML Example
<a href="http://acd.packet8.net/<tenant>/AGUI/agui_directaccess.php?
tenant=<tenant>&cmd=sc_faq_view_faq&category=444&faq_id=661&back=http://www.acme.com">View FAQ Article</a>
NOTE: You can obtain the categoryNumber for a FAQ by using this link:
https://acd.packet8.net//FAQ/faq_list_id.php?
tenant=tenantname&agent=agentID&password=password
MyAccount Configuration
MyAccount - Login Page
tenant=tenantName
cmd=sc_myacc_login
back=returningURL
HTML Example
<a href="http://acd.packet8.net/<tenant>/AGUI/agui_directaccess.php?
tenant=<tenant>&cmd=sc_myacc_login&back=http://www.acme.com">My Account Login</a>
MyAccount - Skip login page
tenant=tenantName
type=account
login=accountNumber
pwd=password
cmd=sc_myacc_menu
back=returningURL
HTML Example
<a href="http://acd.packet8.net/<tenant>/AGUI/agui_directaccess.php?
tenant=<tenant>&cmd=sc_myacc_menu&type=account&login=100562&pwd=helpme&back=http://www.acme.com">MyAccount (with password)</a>
MyAccount - New Case
tenant=tenantName
type=account
login=accountNumber
pwd=password
cmd=sc_myacc_addcase
back=returningURL
HTML Example
<a href="http://acd.packet8.net/<tenant>/AGUI/agui_directaccess.php?
tenant=<tenant>&cmd=sc_myacc_addcase&type=account&login=100562&pwd=helpme&back=http://www.acme.com">Create New Case</a>
MyAccount - My Profile
tenant=tenantName
type=account
login=accountNumber
pwd=password
cmd=sc_myacc_profile
back=returningURL
HTML Example
<a href="http://acd.packet8.net/<tenant>/AGUI/agui_directaccess.php?
tenant=<tenant>&cmd=sc_myacc_profile&type=account&login=100562&pwd=helpme&back=http://www.acme.com">Create New Case</a>
Downloading Voice Recordings
Requirements
Any commercial FTP client
Example: Core FTP Lite or FileZilla
Constraints
FTP Client should be configured in Active Mode.
If you use IE7 as an FTP client, note that you must view this FTP site in Windows Explorer. To do this, click Page, and then click Open FTP Site in Windows
Explorer.
Configuration of FTP User
The FTP User ID is the same as the Configuration Manager (CM) Login Id.
The password can be set and reset from the CM Home->Profile Page:
type the password in the field "SFTP Password"
retype the password in the field "Retype SFTP Password"
click on the "Save" button. This update can take up to a minute to complete.
Accessing Recordings
Recordings can be accessed by using a FTP client.
FTP server: ftp.acd.packet8.net
Login: The CM User ID (tenant name)
Password: FTP Password set from the CM.
On connecting to the recording server with the FTP Client, subdirectories will be listed. Each subdirectory contains one day of recordings and an Index File
which is in CSV (Comma Separated Value) format. This index file contains a listing of all recordings present within the subdirectory along with the following
information:
Call Type Phone Channel
Start Time Called Number
Stop Time Case ID
Agent Name Duration
Customer Number Filename
Depending upon the type of the recording, some information may not be present.
The Recording files are named as follows: R200503022142170301000.wav. The "R" indicates it is a recording followed by the next 8 characters for Date, and
the next 6 for time. The last 7 characters are added for internal purposes. Note that the date/time of the recording is in UTC (or GMT) time
Extending Packet8
Packet8 offers several options for extending the application by integrating with external systems. These include not only the CRM API, but also functions for
synchronizing data between databases as well as creating screen pops for Agents.
When you click on the Integration button on the left menu, three tabs are displayed:
CRM API: The CRM API profile defines user and rights associated with the CRM API's access. This can be used to control what operations are allowed
through API.
CRM Triggers: CRM Triggers are used to call an external URL when specific actions (Create/Modify/Delete) are done in the Packet8 CRM. This is useful
to send events to a script which can synchronize external databases.
Screen Pop: Screen pops will trigger a pop-up window for each interaction received by an Agent. Screen pops are pre-configured for Netsuite and
Salesforce.com CRMs, but custom URLs may also be invoked.
CRM API
The Packet8 CRM API (also known as the Web API, or WAPI) enables tenants to integrate their applications with the Packet8 service. The CRM API is
implemented using Extensible Markup Language (XML), a recognized format for structured data on the web. Essentially, the API enables the tenant to perform
a number of actions on defined objects within the Packet8 service.
For full details of how to build an application with the API, see the WAPI Developer's Guide.
To enable use of the CRM API, navigate to CM » Integration » CRM API, and check the box, "Enable WAPI Access". If this box is not checked, any XML requests
will be denied by the application.
The WAPI username field allows you to create a specific user for WAPI access. You will also need to create a password for the WAPI.
Note: This username will not be able to log into the Agent Interface as a regular agent. it is designed to be used only through WAPI XML requests.
The "Used Identity" drop-down lists all the Agents of your contact center. You must select an Agent who will be used to record creation and modification done
by WAPI. For example, if you create a Case using WAPI, the "Created By" field for this case will show the name of the Agent who is selected.
Note:
Deleting is not allowed through WAPI
The Agent's CRM Access Rights in "Used Identity" are not used at all for the WAPI access.
Setting CRM Triggers
The CRM API is designed to synchronize the Packet8 CRM with an external database -- it allows you to interact with the Packet8 application on events from
your own applications. The CRM Triggers feature makes it possible to synchronize another database from Packet8 CRM database -- it allows you to make the
Packet8 application "drive" your applications.
A CRM trigger is actually a URL that targets a script on an external HTTP server . When an event occurs in the Packet8 CRM, such as a customer creation, this
script is executed with the appropriate parameters (the customer account ID for instance) sent using an http post method. It is then up to this script to use
that parameter to access the object data using WAPI, and populate its own database with this data.
For each CRM object (customer, case, follow-up), a URL can be specified for each of these events: Create , Edit , Delete.
The URL will be executed when these events occur, and the parameters will be passed to the script targeted by the URL:
Customer events: Account ID
Case events: Account ID and Case ID
Follow-up events: Account ID, case ID, follow-up ID
If no URL is set for an event, it means that no trigger will be executed for that event.
Example:
myServer.net is a valid HTTP server.
acct_add.php is a php web script that creates a log file of the AccountID created to a text file called myfile.txt. The following is an example of what the script
could contain.
/* acct_add.php - log creation of new accounts*/
<?
if(is_file('myfile.txt')) {
$fp = fopen('myfile.txt','a+');
}
else {
$fp = fopen('myfile.txt','w');
}
if($fp) {
$now = date( "[m/d/Y H:i:s] - ", time());
fwrite($fp, $now.'AccountID: '.$AccountID." – action: CREATE CUSTOMER\n");
fclose($fp);
}
?>
Setting Screen Pops
Screen-pops trigger a pop-up window for each transaction offered/accepted by an Agent. There are two pre-defined screen-pop targets, for Netsuite and
Salesforce.com CRM systems. In addition, you can configure a custom screen-pop, which can invoke any URL.
For Netsuite integration, provide the Netsuite account ID and role to be used for the screen-pop. The agent email address and password (used to login) are set
in the agent's profile, in the Agent GUI.
For Salesforce.com integration, no additional configuration is necessary. The agent username and password are set in the agent's profile, in the Agent GUI.
For a custom screen-pop, provide the URL that will be invoked as the screen-pop target.
For all of these targets, a set of parameters are sent to the screen pop using the HTML POST method. The parameters are encrypted if SSL is set through the
Home/Profile screen.
Transaction Parameters
Channel -- the name of the channel this transaction arrived in (e.g. the called phone number).
Queue -- the name of the queue this transaction was placed in.
ANI -- the caller's phone number.
Wait Time -- the length of time this transaction waited before acceptance.
Event -- "offered", "accepted" or "completed".
Media -- "PHONE", "VOICE MAIL", "CHAT", "EMAIL".
ExtVar1 -- user defined variable.
ExtVar2 -- user defined variable.
CRM Parameters
Customer information: AccountID, Customer Name, Company Name
Case or Follow-up information: CaseID, FollowupID, Subject
The user defined variables, ExtVar1 and ExtVar2, are useful to pass user entered information to the screen-pop targets. For example, if you ask the customer
to enter an Account number and wish look that up in an external database, you can pass that using ExtVar1.
Screen-pops are triggered by events, or steps in the process of handling a transaction. There are three events that can cause a screen-pop:
1. Agent is offered a transaction, but has not yet accepted.
2. Agent accepts transaction (e.g. is connected to a caller).
3. Agent completes transaction (e.g. hangs up after a call).
If no event is selected, then no screen pop will be presented.
You may configure a screen-pop to be presented for any of the supported media types: Phone, Voice Mail, Chat, or Email. If no medium is selected, then no
screen pop will be presented.
The "Window Properties" field allows you to change the properties of the pop-up window. You may enable or disable the scroll bar on the popup window, and
set the size and position of the window.
The following is an example of a Screen Pop setup:
myServer.net is a valid HTTP server.
scriptPop.php is a PHP script that pops up a particular script that opens a specific web page depending on the toll free number.
The following is an example of what the script may contain:
<?php
/* scriptPop.php - This script should return a web page depending on the phone number dialed */
$channel=$_POST['Channel'];
if (is_null($channel)) {
printf("No channel data was given");
}
else {
switch ($channel) {
case '18005551212':
header('Location: http://www.Packet8.com');
break;
default:
header('Location: http://www.example.com');
break;
}
}
?>
This script checks whether the call came from the toll free number 800-555-1212. If so, the Packet8 homepage will pop up in a new window. Otherwise it will
go to http://www.example.com.
Salesforce.com Integration
Setup Packet8 to interface with salesforce.com
Single Logon Setup
1. Make sure you are using the version of salesforce.com that allows APIs
2. Login to the configuration manager, select the Integration menu, select the SCREEN POP tab, and select Salesforce.com as the screen-pop target.
3. Login to the Agent interface and update "My Profile" with the following:
Enter your salesforce username in the "external username" field.
Enter your salesforce password in the "external password" field.
Click "ok" at the bottom of the My Profile screen.
You can now activate salesforce within Packet8 by
clicking on the small button in the top left corner of the status bar.
Push2Dial Setup
Push2Dial allows you to set up a link that allows an outbound call to be placed from salesforce to Packet8.
Salesforce.com Configuration:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
Log into Salesforce.com
Click on "Setup" in the top right hand corner
On the Studio menu on the left, click on "Customize"
Click on the area you want to set up Push2Dial (ie. Contacts, Accounts, etc)
Click on "Web Integration Links"
Click on "New" to create a new link
Label the link something descriptive (ie. Dial Home, Dial Mobile, etc.)
Click Next
Copy and paste the following link to "Link URL", http://acd.packet8.net/AGUI/agui_c2d_start.php?prefix=1&phone=
Under the "Available Merge Fields", choose the field type you wish to dial to, and choose the corresponding field.
Copy the item under "Copy Merge Field Value" and append it to the end of the link.
Click Next
Choose "Open in separate popup window" and click Next
Adjust Width to 262 and Height to 190
Uncheck all boxes that are below "Window Position" and click Next.
16. Click Save.
You must now add the link to the contact page itself. The next steps will show you how to do that.
In salesforce, under Studio->Customize-><CONTACTS/ACCOUNTS/ETC.>
1.
2.
3.
4.
5.
Click on "Page Layout"
Edit the page layout for the user/group you want to change
On the right side under "View", choose "<TYPE>Web Integration Links"
Select the links you just created and drag them to the "Useful Links" Area
Save.