IPOCC Routing

© 2015 Avaya Inc. All rights reserved. 22 Agenda  Task Flow Editor  IPOCC default task flow description  IVR with DB query / TTS example

3 © 2015 Avaya Inc. All rights reserved. Task Flow Editor

© 2015 Avaya Inc. All rights reserved. 44 Task Flow Editor & Default Task Flow  The Task Flow Editior is used to create task flows for calls, s and chat contacts. The contacts can be routed to groups or individual agents. Routing can be based on conditions.  Multiple Task Flows can be created, one Task Flow can be assigned as „Default Task Flow“. The Default Task Flow is automatically activated after a system restart.

© 2015 Avaya Inc. All rights reserved. 55 Task Flow Editor – copying default Task Flow  The default Task Flow cannot be edited. Create a copy to be able to make changes

© 2015 Avaya Inc. All rights reserved. 66 Create a simple task flow - description  We are going to create a simple task flow: –Using the default configuration, we will add Topic 3 with extension number 703 –A call coming in to Topic 3 will simply be routed to Group 1 directly NOTE: this call flow exercise is just to make you familiar with the general mechanism of using the task flow editor. The example is very basic and does not provide any treatment for calls in queue

© 2015 Avaya Inc. All rights reserved. 77 Step 1: create Topic 2  From Administration -> Configuration, select „Topic“ and create Topic3. Activate „Telephony“  On the Telephony settings, add „03“ as the Postdial digits and select „Group 1“ as the Agent group –This means the topic can be reached by dialling 703 Activate „Telephony“ Postdial „03“ Agent Group 1

© 2015 Avaya Inc. All rights reserved. 88 Step 2: add a Telephony Task Flow for Topic 3  From Administration -> Task Flow Editor, right-click on „Telephony“, select „New Call Flow“ and create a new call flow with Topic3 as the name

© 2015 Avaya Inc. All rights reserved. 99 Step 3: add Telephony source for Topic3  From „List of Symbols“, drag & drop the „Telephone calls“ element from the „Sources“ category onto the grid area. Select Topic3 as the source. Drag & drop

© 2015 Avaya Inc. All rights reserved. 10 Step 4: add agent Group 1 as destination  From the „Destinations“ category, drag & drop the „Agent group“ element onto the grid, and select agent Group 1 Drag & drop

© 2015 Avaya Inc. All rights reserved. 11 Step 5: connect the 2 elements  Connect the 2 elements by pointing the mouse to the „Topic3“ exit connector. Left-click the mouse, keep it pressed, and make a connection to the first free (white) input connector on the Group1 element

© 2015 Avaya Inc. All rights reserved. 12 Step 6. Activate the Task Flow  Activate the task flow by clicking on the green „Acticate“ icon Activate

© 2015 Avaya Inc. All rights reserved. 13 EXERCISE – create a simple Task Flow  Copy the default Task Flow to use it as the basis for your own new Task Flow (see slide 5)  Follow the steps form slide 6 onwards to create the simple task flow  Login as Agent802, and call 703 from another phone to test operation Default phone login Agent802: *35*802*123456# Default IPOCC login Agent802: Agent802 / cc123456

14 © 2015 Avaya Inc. All rights reserved. IPOCC default task flow description

© 2015 Avaya Inc. All rights reserved. 15 IPOCC default Task Flow  This is the default Task Flow provided with IPOCC:

© 2015 Avaya Inc. All rights reserved. 16 Default Task Flow: Telephony Topic 1 general description  Two logical date & time checks are done: –Block time: if the current date & time matches the topic-specific „block time“, an „Out of Office“ announcement will be played –Same if the current date & time matches the system-wide „Time off“ (holidays) table  If there is no match with blocked dates, a check is done if the call can be routed to: –a personal agent –the last agent  If there is no personal/last agent available: –the call is routed to the group if there are free agents –if there are no free agents: –a check is done if the queue is full, in which case the call will be disconnected –if the queue is not full, the call will be queued and wait music will be played

© 2015 Avaya Inc. All rights reserved. 17 Default Task Flow: Topics & Groups  The default Task Flow routes calls from Topic 1 and 2 to Group 1 and 2, or to individual agents –Topic one uses extension 701:  Default Group 1 has the supervisor and all agents as members: Group1 members Group1 definition Topic 1 Ext 701

© 2015 Avaya Inc. All rights reserved. 18 Default Task Flow: Block Time  The „Block Time“ logical element checks date & time for special treatment.  Block times are defined on a per topic basis:

© 2015 Avaya Inc. All rights reserved. 19 Default Task Flow: Holiday  The „Holiday“ logical element also checks date & time for special treatment, but now system-wide  Time off table: –From Configuration -> System -> Time Off

© 2015 Avaya Inc. All rights reserved. 20 Default Task Flow: OutOfOffice announcement  The OutOfOffice announcement script is a prerecorded announcement  From Administration ->Configuration, announcements (single WAV files) and announcement scripts (collection of announcements) can be defined

© 2015 Avaya Inc. All rights reserved. 21 Default Task Flow: Task Trap  The TaskTrap element keeps the call queued, even when out of office time is reached –Background: all IPOCC tasks are handled by a so-called VECTOR process, which checks every second if an action needs to be taken. Normally tasks are executed from the first element in the task flow. With a TaskTrap element, the next time the flow is handled by the VECTOR process, it will start at the TaskTrap position instead of the first element

© 2015 Avaya Inc. All rights reserved. 22 Default Task Flow: Prioritized Distributor  The Prioritized Distributor will connect the call to the first available element in the list of connections  Prioritized Distribution is hierarchical, meaning that the first exit connector has the highest priority, followed by connector 2, then 3 etc.

© 2015 Avaya Inc. All rights reserved. 23 Default Task Flow: Personal Contact / Last Agent  Personal Contact destination: –connects customer to the agent that has been configured as the personal contact (this can be a list of agents). This requires configuration of a Customer Database record  Last agent destination: –connects caller back to the same agent, if calling again within a predefined time („hold duration“) after having talked for a minumum predefined time („minimum contact time“) previously Personal contact Last agent

© 2015 Avaya Inc. All rights reserved. 24 Default Task Flow: Agent free logic  The „Agent free“ logical element checks whether an agent is available in the group –In this task flow, for Topic 1, the group that is checked is Group 1

© 2015 Avaya Inc. All rights reserved. 25 Default Task Flow: Group destination  The Group destination will distribute the call to the longest idle agent in the group (if no skills/priorities have been defined)

© 2015 Avaya Inc. All rights reserved. 26 Default Task Flow: New call  The New call element is used to check whether the call was new to the system. A call is new as long as it has not been distributed to an agent or external destination, an announcement has not yet been played for the caller, and as long as it has not been queued in a topic queue without an announcement. –This element is required for the queue full element, to prevent queued calls from being disconnected if the (dynamically calculated) queue size changes

© 2015 Avaya Inc. All rights reserved. 27 Default Task Flow: Queue full  The Queue full element checks the number of queued calls against the queue size  Queue size is dynamically calculated as follows: –Number of signed on agents x group queue factor Agent Group1 Queue factor

© 2015 Avaya Inc. All rights reserved. 28 Default Task Flow: Drop  The Drop element disconnects the caller –If the call cannot be queued, this call flow will simply disconnect the caller

© 2015 Avaya Inc. All rights reserved. 29 Default Task Flow: Wait announcement  The Wait announcement script is a prerecorded announcement

© 2015 Avaya Inc. All rights reserved. 30 EXERCISE – test default task flow  Test the default Task Flow –What happens if no agents are signed on –What happens if all signed on agents are busy  Add the current date in the „Time off“ (holiday) table: Configuration -> System -> Time Off, and test the effect

31 © 2015 Avaya Inc. All rights reserved. IVR

© 2015 Avaya Inc. All rights reserved. 32 IVR – Interactive Voice Response  IVR, also called „Voice Control“ in IPOCC, is mainly used for –DTMF collection –Announcements –Text To Speech –Database (ODBC) read/write access  IVR scripts are called from Taks (Call) Flows  Using „CallTags“ (call-specific variables) information can be passed on from the Call Flow to the IVR script, and back from the IVR script to the CallFlow

© 2015 Avaya Inc. All rights reserved. 33 IVR – example with DB access  In this optional module, we will create a simple IVR flow which will check an account entry from an accounts database and provide the account balanace using TTS  The database can be created with Microsoft Access or Excel

© 2015 Avaya Inc. All rights reserved. 34 Step 1a: Create database using MS Access  From Access, create a new blank „ACCOUNTS“ database and save as type „.mdb“.

© 2015 Avaya Inc. All rights reserved. 35 Step 1a - Create database using MS Access (cntd)  Create a table with 2 colums, enter your data and save the table with the name „ACCOUNTS“ –The first column has the account number (rename the column from default „Field1“ to „account“) –The second column has the account balance (rename the column from, „Field2“ to „balance“

© 2015 Avaya Inc. All rights reserved. 36 Step 1a - Create database using MS Access (cntd)  Copy the ACCOUNTS.mdb file to the IPO CC Server, and open the ODBC Data Sources application. Add a new System DSN.mdb data source

© 2015 Avaya Inc. All rights reserved. 37 Step 1a - Create database using MS Access (cntd)  Add „ACCOUNTS“ as the data source name, and use the „Select“ button to browse to the database file location on the server  Click on OK. The new system datasource should now appear in the list

© 2015 Avaya Inc. All rights reserved. 38 Step 1b: Create database using MS Excel  Excel can also be used as the database for ODBC access  Create the database entries in columns, and make sure that the first row contains the field names. Select the cells defining the database, rightclick and use the „Define Name“ option to set the database name to „ACCOUNTS“  Save the file as „accounts.xls“

© 2015 Avaya Inc. All rights reserved. 39 Step 1b: Create database using MS Excel (cntd)  Copy the accounts.xls file to the IPO CC Server, and open the ODBC Data Sources application. Add a new System DSN.xls data source

© 2015 Avaya Inc. All rights reserved. 40 Step 1b: Create database using MS Excel (cntd)  Add „ACCOUNTS“ as the data source name, and use the „Select Workbook“ button to browse to the excel file location on the server  Click on OK. The new system datasource should now appear in the list

© 2015 Avaya Inc. All rights reserved. 41 Step 2: Create a new IVR  Create a new IVR script called „database“  NOTE: create the IVR using the GUI directly on the IPOCC server, in order to be able to select the ODBC data source

© 2015 Avaya Inc. All rights reserved. 42 Step 3: define local variables  5 local variables are required for the IVR: –DTMF: this variable will contain the account number entered by the customer –DB: will contain the database reference, allowing to access the db –result: will contain the result of the DB query –numberrecords: will contain the number of records found –balancefound: will contain the account balance amount found in the db query  Add the 5 variables, without value, using the „Edit“ menu

© 2015 Avaya Inc. All rights reserved. 43 Step 4: Add „start“ and „announcement plus DTMF sequence“ elements to the IVR  Use TTS with the text „Please enter your account number“ for the announcement.  Select the local variable „DTMF“ for „Digits for variable“.  Allow input during announcement  Use „#“ as end digit, to end customer input  Set max. input time to 10 seconds

© 2015 Avaya Inc. All rights reserved. 44 Step 5: add TTS element to verify input  Add a TTS element, with text: „You entered“ followed by the local variable „DTMF“, to playback the entered account number to the caller

© 2015 Avaya Inc. All rights reserved. 45 Step 6: open database connection  Select the open database element, and use the local variable „DB“ as the DB variable, and „ACCOUNTS“ as the data source name

© 2015 Avaya Inc. All rights reserved. 46 Step 7: query the database for the account number  Add an SQL query element: –When the DB variable name is entered, the ACCOUNTS table and defined Field names should appear as selectable items in the corresponding fields –Query for the field „account“ to match the local variable „DTMF“ –Store the Record variable in „result“ and Number of records in „numberrecords“ local variables

© 2015 Avaya Inc. All rights reserved. 47 Step 8: select first record query result  Add a „first record“ element. Assign the „balance“ field from the first record found to the local variable „balancefound“

© 2015 Avaya Inc. All rights reserved. 48 Step 9: use TTS to playback the result  Add a TTS element, with text: „Your account balance is:“ plus the local variable „balancefound“

© 2015 Avaya Inc. All rights reserved. 49 Step 10: close database  Add a „close database“ element to close the DB connection

© 2015 Avaya Inc. All rights reserved. 50 Step 11: close IVR script, assign error connectors  Add an „end“ element to the IVR script  Assign all „error“ connectors to a next element. We will not do any error checking here, but without connecting to another element the IVR script cannot be enabled

© 2015 Avaya Inc. All rights reserved. 51 Step 12: assign IVR and enable IVR script  From the IVR properties, assign the IVR to the „PBXServer“  Enable the IVR

© 2015 Avaya Inc. All rights reserved. 52 Step 13: Add a new Topic to call the IVR  Create a new Topic „DBquery“ with TaskType „Telephony and Postdial 04, so the topic can be called by dialling 704

© 2015 Avaya Inc. All rights reserved. 53 Step 14: create the task flow & test the IVR  Create a new taskflow „DBquery“, using as source a Telephony Calls“ element pointing to the DBquery topic, and as destination an IVR script element pointing to the „database“ IVR script.  Enable the call flow, and test the IVR by calling 704

© 2015 Avaya Inc. All rights reserved. 54 EXERCISE – DB access  Follow the steps from the previous slides to create an IVR with DB query and TTS output