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Resource Manager User's Guide

Multimedia Queue Administration - Page 13

Multimedia Queue Administration

When contacts in any media form come into the Multimedia Interaction Server,
they are separated and dispersed for routing based on criteria defined in
Resource Manager.
Contact routing and priority assignments are based on contact sensitive
business rules. Each media contact is classified according to its media type,
source and content. Resource Manager facilitates the creation and assignment
of media queues for distribution to the User desktop. This section covers the
following information:

•

Viewing Multimedia Queues

•

Adding Multimedia Queues

•

Editing Multimedia Queues

•

Deleting Multimedia Queues

•

Assignment of Media Queues to Groups of Users

MultiMedia Module Administrator's Manual

Resource Manager User's Guide - Page 13

40DHB0002USEB – Issue 1a (05/29/2003)

Multimedia Queue Administration

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Summary of Contents for MultiMedia Module

Page 1: ...MultiMedia Module Administrator s Manual 40DHB0002USEB Issue 1a 05 29 2003...

Page 2: ...verview 28 Who should use this guide 28 Proactive List Manager Interface 29 Overview 29 Navigation Bars 29 Getting started 32 Overview 32 Draft Lists 33 Overview 33 Viewing an Existing List 33 Importi...

Page 3: ...60 HTML Page Preparation 60 Creating Chat Rules 61 Web Callback Rules Wizard 65 Web Callback Call Flow 66 HTML Page Preparation 67 Building a Rule Set 68 Editing a Rule Set 78 Exiting Web Callback Ru...

Page 4: ...er s Guide This User s Guide is for administrators and supervisors who are responsible for managing the multimedia customer interaction center The Interaction Rules Wizard applies pre defined business...

Page 5: ...work Resource Manager consists of several components that enable you to add queues define interaction results define media priority assign human resources to those queues and assign properties to use...

Page 6: ...in Administration This chapter pertains to all information related to user group and domain assignments and facilitates the assignment of User Rights to individual users The module also supports that...

Page 7: ...queues icon denotes that there are 7 Multimedia queues that are currently active and available for assignment to groups Icon Description Function Multimedia Queues Displays the number of Multimedia Qu...

Page 8: ...software being used INDeX operating software Select the Resource Manager from Windows Start menu under Programs CCM Avaya MultiMedia Module Resource Manager IP Office operating software Select the Res...

Page 9: ...re able to change the priority given to any media type except for Telephone and Chat Media priority is set to determine the order in which the various media types are delivered to the desktop by the s...

Page 10: ...pen the iServer Settings select iServer Settings from the Preferences menu 2 Make your changes click OK to save the changes or Cancel to undo Note It is not necessary to enter a Chat ASP URL until you...

Page 11: ...Internal Extension Digits The number of digits used for internal extensions Web Callback Configuration Email Route Point The e mail address of a symbolic user created for this purpose e g www email s...

Page 12: ...iting 50 seconds users may log back into the iContact application and resume normal operations Stop Restart 1 Log out all iContact users 2 Go to Control Panel 3 Select Services 4 Select iService and c...

Page 13: ...siness rules Each media contact is classified according to its media type source and content Resource Manager facilitates the creation and assignment of media queues for distribution to the User deskt...

Page 14: ...oactive Outbound calling list media queues Adding a new Multimedia Queue Adding a new Multimedia Queue is a three stage process 1 Adding a Media Profile This remains constant for all multimedia types...

Page 15: ...scription of the new Multimedia Queue 5 Enter Start Time setting the time when the queue will be in operation 6 Enter Stop Time setting the time for the queue to close operations 7 Select the Start op...

Page 16: ...e 2 Enter the ACD the Automatic Call Distribution Number 3 Add the CDN Control Directory Number if the telephone switch requires 4 Click Add The new queue will be added to the Multimedia Queue List No...

Page 17: ...play 3 Enter Password Sets the host password User password in the General Tab 4 The Domain is automatically inserted the currently synchronized Domain 5 Enter an Outgoing Message Type in a message whi...

Page 18: ...password for the host named above 4 Add Client Authentication Required If this box is checked the client is required to enter a password before being let in to the chat room 5 Enter Room Password Ente...

Page 19: ...ies Denotes the number of times the system will re offer a proactive record where the Busy No Answer Modem Fax or Answering Interaction Result has been accessed by the iContact user Once the Max Tries...

Page 20: ...Vertical Icon Bar or Tree 2 Select the Multimedia Queue to be viewed 3 Select the Group mapping tab A dialog box appears containing list of available Groups in the Groups List The Groups that are curr...

Page 21: ...w on the Resource Manager menu shown above Or From the File menu click New Interaction Result 2 Enter a brief description of the result in the Description text box 3 Select the Multimedia Queue Type f...

Page 22: ...ns icon to open the Tree View 2 Click the sign beside or double click the Domain you wish to view The Group Icon and User Icons will appear 3 Double click the Group icon Groups and users in the synchr...

Page 23: ...d 3 Users who have been disabled in NT will be designated by the number 1 under the Account Status field and identified by the label Account Disabled Disabled Users appear as blue in the User tree 4 U...

Page 24: ...o All or the Multi select radio button to change setup for an group of users 5 Click Apply and then OK Property Description Function Enable AutoDial The system auto dials a phone number for the contac...

Page 25: ...Tree and select the user you want to view 4 Click on user icon to view Group Media Assignments of the selected user A text box will appear that lists the Groups the highlighted User belongs to on the...

Page 26: ...e is installed 2 Log in as Administrator 3 To start Mailbox Setup from the task bar Click Programs Administrative Tools User Manager for Domains 4 Select New User from User on menu bar 5 Enter the Use...

Page 27: ...fields 4 After making changes click Apply and then OK 5 To add more e mail address users click Add 6 Ensure that any account used to access the mailbox has the necessary permissions This includes the...

Page 28: ...e campaign parameters are defined and users are assigned you can attach calling lists to and activate the campaigns from the Proactive List Manager module Overview The Proactive List Manager Guide hel...

Page 29: ...utilized in the creation import and attachment of lists to launch a campaign Navigation Bars The icons and menu commands offered on the Proactive Interface Navigation Bars enable you to view informati...

Page 30: ...cess of importing or loading a new Draft List Delete List Delete the list View List Brings the selected list into view Refresh Allows you to refresh the contents of a specific list as it is being trea...

Page 31: ...to attach to a Proactive Campaign Attach List Attaches the selected Draft List to a Proactive Campaign Detach List Detaches a list from a Proactive Campaign Icon Bar The Icon Bar provides shortcuts to...

Page 32: ...se user ID Password User Password Database Database which you are connected Viewing Database Settings 1 Click File and select db Properties A popup screen appears with current settings and options to...

Page 33: ...to expand the Tree to view all Draft Lists 3 Select the list from the Draft List Tree 4 Click View List on the toolbar or right click on the list and select View List from the popup menu or simply dou...

Page 34: ...new list in the Name text box The name must conform to the SQL naming convention e g 15 characters max must not contain spaces or non alpha characters It may contain the underscore character 3 Click t...

Page 35: ...Name field 4 Click Open 5 If you are importing an Excel file a pop up window will ask you to type the worksheet name number that you are importing Once selected click OK 6 If you are importing an Acc...

Page 36: ...you are loading ODBC tables 2 Click Select DB button A dropdown window will appear 3 Enter the DSN UID user ID Password and Database 4 Click Test 5 Click Close 6 You are back at the Load Table window...

Page 37: ...the field you want to move and click Move Up and Move Down buttons as appropriate 7 To choose the criteria by which the list rows are to be sorted select the field in the Sort Item drop down box and...

Page 38: ...vert to the new data type Note Rec_No and Status are system generated and no type definition is required for them 3 Click Save 4 Click Cancel if you want to cancel it Note If you check the Save Contac...

Page 39: ...aign once the campaign is active and running After a Proactive Campaign is defined in the Resource Manager module the new campaign will not appear in the Proactive List Manager until you synchronize t...

Page 40: ...To hide the details click Hide Details on the Toolbar or right click on the list and select Hide Details from the popup menu Field Description Proactive Name Displays the Campaign name ID Displays th...

Page 41: ...ll Campaigns 3 Select the Campaign you want to view from the Tree 4 Click the sign next to the Campaign or double click on it to expand the Campaign and view the attached list 5 Select the attached li...

Page 42: ...ll disappear from the Draft List branch of the tree Note Only one list at a time can be attached to each Proactive Campaign Detaching Lists You can only detach a list from a Proactive Campaign if the...

Page 43: ...a Proactive Campaign while it is running The Status field in the record will indicate whether that record is waiting in the queue has been treated rescheduled for a retry or if it qualifies as a compl...

Page 44: ...zard assists you in the creation of Customer Account Tables 1 Click File on the Menu bar 2 Select Update Accounts Wizard from the dropdown menu Follow step by step Wizard instructions to complete the...

Page 45: ...k Browse to view all files and locate the file of your choice 2 Highlight the file selected and click Open to accept your selection The file name will appear in the window box provided 3 If satisfied...

Page 46: ...2 To remove a field highlight the field and click the Remove button To remove all fields click the button 3 If satisfied with your selection click Next to continue 4 If you want to change the selecti...

Page 47: ...at the same process 3 If satisfied with your selection click Next to continue Mandatory Field ID Customer Name Field If you missed mapping a column to the mandatory Customer Name field the system will...

Page 48: ...lumn in the list and map Account Number to the appropriate field 3 Once completed click Next to continue OR Have the system assign the Account Number field for you 1 Check the appropriate box to have...

Page 49: ...ropriate box 2 Define the database prefix 3 Click Next to continue OR Use an existing list of table fields from the dropdown menu 1 Check the appropriate box to use an existing table field 2 Select th...

Page 50: ...le You are required to select those records that are to be updated in the destination table You can view the records as they exist in the destination table in the window called Records in the destinat...

Page 51: ...rn to previous page to change your selection Click Next to continue 3 Click Finish Final Confirmation Window The Wizard will confirm the number of records that have been inserted in the destination ta...

Page 52: ...ty can be extended to e mail management You can create rules that furnish automatic replies to senders based on sender s address subject or message content and route other e mail messages to specific...

Page 53: ...nage your interactions by using rules to automatically perform actions on each interaction Currently the following types of Interaction Rules Wizard are available Email Chat Web Callback Who should us...

Page 54: ...ability to Chat and Web Callback pages it is necessary to copy them to the machine where the Rules Wizard is operating Once you have completed the rules creation process in the Wizards you need to cop...

Page 55: ...ard from Windows Start menu or double click the Interaction Rules Wizard icon on the desktop Select Email wizard and click Next Important Notes 1 The user must setup an Email profile on the PC running...

Page 56: ...be enabled 6 Apply change wait for change to take effect Select the Email account as defined previously to which you want to apply your rules to and click Next You will get the Outlook Rules Wizard w...

Page 57: ...Page 57 Example 1 Click New 2 Type in the specific words or phrases to which you want to apply a rule 3 Click Next MultiMedia Module Administrator s Manual Rules Wizard User s Guide Page 57 40DHB0002...

Page 58: ...e and click Finish 1 Click OK After creating rules in Outlook you will get the Email Rules Wizard screen and you can create new rules or edit existing rules Page 58 Rules Wizard User s Guide MultiMedi...

Page 59: ...tended for any length of time you designate as appropriate Perhaps a visitor has been viewing your technical support pages The Wizard can advance the visitor s course to a solution by offering an invi...

Page 60: ...c t c lie n t R u le s W iz a rd S e rve r C o m p o n e n ts HTML Page Preparation Copying an HTML Page to Chat Wizard Your Web site may be hosted on site or on a remote server The following steps s...

Page 61: ...ection The Chat Wizard provides a sample page to test the application prior to enabling your actual HTML pages 1 Click the Open button beside the HTML file name dialog box 2 Select an HTML file from t...

Page 62: ...or groups of users assigned to it in the Resource Manager These are the individuals assigned to handle the responses 1 Select a multimedia queue from the combo box 2 Use the arrows to increase or dec...

Page 63: ...isitor to engage in a real time Chat session These files will be created and stored in the selected directory If you are building a Chat Request page it is not necessary to select a new name for the i...

Page 64: ...l ask if you want to restart Chat wizard Click No to exit or Yes to restart the application Implementing a Chat Rule To activate the Chat page you have created with the Wizard move the final HTML file...

Page 65: ...easy five step process A Rule Set consists of one or more rules governing the distribution of the Web Callback requests First you designate a name and description for a Rule Set The Rule Set Name sho...

Page 66: ...g Renaming Copying and Deleting Rules Editing an existing Rule Set Implementing a Rule Set Back Office Environment iServer iEmail Service iContact LAN 1 Customer requests Web Callback 2 Cdomail asp is...

Page 67: ...onto the computer where the Wizard is running Once you have created your Web Callback rules you must copy the new page to the Web server Copying an HTML Page to Web Callback Wizard 1 Open Windows Exp...

Page 68: ...Rule Set or Edit or Delete a current Set If you do not want to edit the current one you may delete it and then select the Build a New Rule Set radio button 1 Select Build a New Rule Set 2 Click Next...

Page 69: ...eb Callback requests when none of the specified conditions apply For example if one of your rules identifies and routes by account number and no account number is supplied the request would be handled...

Page 70: ...er until you find an appropriate page 2 Select a page from the list of files in the browser The page you choose must have fields to fill in a submit button and an action 3 View the contents of the pag...

Page 71: ...described in the following sections before proceeding to the next step Web Callback Wizard Field Name Description Tag Name The Tag name is the name given to the field in the HTML page Type Refers to t...

Page 72: ...Value Type You must designate at least the phone number or the email value types To change the value types 1 Select the field whose Value Type you wish to change 2 Right click on the entry 3 Select Va...

Page 73: ...e you will be required to enter a condition or a condition value pair for each parameter Setting Rule Conditions 1 The required operant values and variables for the field you have selected will be hig...

Page 74: ...send a callback request to a designated multimedia queue from the list You could have one queue responsible for responding to tech support requests another for general inquiries and another for sales...

Page 75: ...supplies a telephone number In addition if the sender wants a callback with the hour he or she checks a box indicating the request is urgent You would want to send the urgent requests to priority queu...

Page 76: ...choose the original file you will overwrite it 1 Select file to be saved 2 Click Save You will get a message indicating that your Rule Set was successfully completed 3 You can exit or restart Web Call...

Page 77: ...es to your original rule or a copy You can modify both conditions that apply and desired actions 1 Select the rule you want to modify 2 Click Modify 3 Click Back 4 Follow the steps for creating a New...

Page 78: ...ble to build a new Rule Set Exiting Web Callback Rules Wizard 1 Click Exit 2 A dialog box will ask if you want to restart Web Callback Rules Wizard Click No Implementing a Rule Set In order to activat...

Page 79: ...fic queues based on message or subject content sender s address or send to address Or you can create rules based on a combination of those or other supported criteria For example you can create a rule...

Page 80: ...garding company sponsored events You can create standardized auto replies with attachments as fulfillment vehicles for these and other situations By applying Outlook rules based on message or subject...

Page 81: ...e application protocol for moving hypertext files across the Internet The protocol requires an HTTP client program on one end of a connection and an HTTP server program on the other iChat iChat is a s...

Page 82: ...s and run the campaigns Reporting The browser based Reporting module provides complete enterprise management reporting through textual and graphical reports These reports provide enterprise managers w...

Page 83: ...uto response 80 Email Configuration 11 B Exchange Server 11 Build a New Rule 68 E Mail Settings Busy 40 Confirmation Reply 17 C Domain 17 e mail Address 17 Callback Scheduled 43 Login ID 17 Campaign D...

Page 84: ...ow 11 Rule activation 65 iService 12 Rule Set 65 L Running Campaigns 43 List ID 40 S List Name 40 Selecting Fields 35 36 Load 28 29 33 36 Services 8 12 Load Table 36 Setting Media Priorities 9 M Show...

Page 85: ...to Selected User Only 24 Web Callback Wizard Auto Accept Media 24 Activating and Changing Rule Order 75 Auto Answer DN 24 Changing the Description Field 72 Default Value 24 Changing the Value Type 72...

Page 86: ...ogies has been transferred or licensed to Avaya All trademarks identified by or TM are registered marks or trademarks respectively of Avaya Inc All other trademarks are the property of their respectiv...

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