1. TECHNICAL PRESENTATION
FIDELITY
CONTACT CENTER
SOLUTION

2. SPEAKER JOSE FRANCISCO RODRÍGUEZ EMEA Technical Support
Skype: jose_francisco_rodriguez
Tel:
Fax: 
Web:
JUSAN Telecommunications

3. CONTENTS FIDELITY CONTACT CENTER SOLUTION
A CONSOLIDATED CUSTOMIZED SOLUTION
1. Overview
2. Modules, requirements
and licensing
3. Architecture
4. Vocal Server
5. Installation
6. Configuration
7. Telemarketing, Forms and Campaigns
8. Additional Settings
9. Summary
10. Hands-on session
JUSAN Telecommunications

4. 1
FIDELITY OVERVIEW
JUSAN Telecommunications

5. FIDELITY RANGE CONTACT CENTER TELEMARKETING WEB
CONTACT CENTER SOLUTION
IMPROVES TELEPHONE ATTENTION
CONTACT CENTER
TELEMARKETING
WEB
Waiting Queues
ACD, IVR
Mailbox
Agent module
Supervisor Module
Reports and Statistics
Outbound calls campaigns
Web forms
Agent module
Supervisor module
Reports and Statistics
Chat channel from Web.
Mail channel.
Call me Back.
Twitter.
Facebook
SMS
JUSAN Telecommunications

6. WHAT IS IT? Fidelity Contact Center FIDELITY CONTACT CENTER
Waiting Queues
ACD, IVR, Mailbox
Agent module
Supervisor Module
Reports and Statistics
Options: Recording, CRM, ERP & Database Integration, Avanced IVR module.
JUSAN Telecommunications

7. WHAT IS IT? Fidelity Telemarketing FIDELITY TELEMARKETING
Outbound calls campaigns
Web forms
Agent module
Supervisor module
Reports and Statistics
Options: Power dialling, Integration with CRM,
ERP & Database, Post Call Survey, Call recording
JUSAN Telecommunications

8. WHAT IS IT? Fidelity Web FIDELITY WEB Chat channel from Web.
Mail channel.
Call me Back.
Twitter, Facebook & SMS
Masive Contact
Market Surveis
Web Support
B2B Sales
ing
JUSAN Telecommunications

9. BASIC BUNDLE FIDELITY PACKAGE
- Fidelity Server, CTI Server(TAPI, TSAPI,CSTA), ACD + Data Base Server SQL Express.
- Vocal Resources (SIP or Analog) for comfort messages, IVR and general announcement functions.
- 4 Agent + 1 supervisor.
- Reports and Statistics module.
JUSAN Telecommunications

10. CUSTOMIZING FIDELITY + Agents + Supervisors + CRM Integration + Email
FIDELITY PACKAGE
+ Agents
+ Supervisors
+ CRM Integration +
+ Chat
+ Click to Call
+ Call me Back
+ Telemarketing
+ Predictive dialing
JUSAN Telecommunications

11. FEATURES FIDELITY CONTACT CENTER Instant Messages Update
Free seating controlled by PIN (Supervisors and Agents)
Alarms when exceeding Waiting time, duration, break time
Real Time Monitoring / Productivity Evaluation
Outbound campaigns, web forms, Power and Predictive dialing
& Chat distribution, Call me Back, Click to Call.
Dynamic waiting queues based on programmable threshold
Unlimited Groups + variable messages according to position in queue
Automatic routing: ANI, DNIS, IVR, Calendar
Distribution criteria base on Skills, Free Time
JUSAN Telecommunications

12. INTEGRATION Web Services, URL, XML, DB queries, text files, OCX.
FIDELITY CONTACT CENTER
Fidelity may be integrated with CRMs, ERPs and proprietary software applications developed by the customer.
To identify the contact and transfer the call to the most appropriate agent
To give the call a specific priority depending on the customer profile
To pop-up the customer file on the screen of the agent answering the call for optimal and personalized call attention.
JUSAN Telecommunications
Integration with the different CRM/ERP software may be achieved in multiple ways:
Web Services, URL, XML, DB queries, text files, OCX.

13. INTEGRATION Web Services, URL, XML, DB queries, text files, OCX.
FIDELITY CONTACT CENTER
Integration with the different CRM/ERP software may be achieved in multiple ways:
Web Services, URL, XML, DB queries, text files, OCX.
JUSAN Telecommunications

14. CALL FLOW
FIDELITY CONTACT CENTER
JUSAN Telecommunications

15. Jusan Technology Forum 2010
Incoming call to Fidelity
Call Center Solution
Jusan Technology Forum 2010
Identification of target GROUP and search for AGENT
Optional Welcome Message
Group closed
As of calendar
Agent is available
No agent is available
No agent is active*
Threshold not reached
Threshold reached
Busy Tone
To the Group Queue
Busy Tone
Transfer Call to Agent
Message / ad clip per position in queue
Ringing tone
Ring tone
MOH
Voice Mail
Message / ad clip per position in queue
To group queue
Message + hang-up
MOH
Talk
Message / ad clip per position in queue
Message + Transfer
Message + Transfer
Time Out In queue
End of Call
* Agent active = Agent is registered (LOGIN), it might be busy, ready, or in wrap-up time

16. VIDEO FIDELITY CONTACT CENTER
(es)
JUSAN Telecommunications

17. 2
FIDELITY
MODULES
JUSAN Telecommunications

18. APPLICATIONS APPLICATIONS SET UP, MONITOR, REPORTS AND AGENT MODULE
WALLBOARD, WEB MONITOR, WEB AGENT AND WEB REPORTS
JUSAN Telecommunications

19. APPLICATIONS SET UP, MONITOR, REPORTS AND AGENT MODULE SET UP MONITOR
JUSAN Telecommunications

20. APPLICATIONS WALLBOARD, WEB MONITOR, WEB AGENT AND WEB REPORTS
JUSAN Telecommunications

21. APPLICATIONS SET UP, MONITOR, REPORTS AND AGENT MODULE
JUSAN Telecommunications

22. APPLICATIONS Enables the SETUP
of call routing and distribution, as well as all system users, positions and groups.
JUSAN Telecommunications

23. APPLICATIONS
MONITOR
The supervisor is able to monitor and control the activity of one or several queues, and the corresponding agents.
JUSAN Telecommunications

24. APPLICATIONS MONITOR Visual Alarms:
Max. queue time exceeded - Alarm icon flashes.
Max. call time exceeded - Agent cell flashes red.
Pause time exceeded - Pause icon flashes red.
Server disconnected - Server icon flashes.
Configurable Audio Alarms / Controls:
Max. queue time exceeded
Max. call time exceeded
Pause time exceeded
Agent on break
Agent returns from break
Agent log-in
Agent log-out
JUSAN Telecommunications

25. APPLICATIONS MONITOR For overload situations:
Supervisor is able to force transfer of calls to inactive or on-break agents by dragging and dropping the calls over the relevant agent’s cell.
Supervisor may log-on as an agent
Via the Agent menu supervisor is able to:
Activate / Deactivate agent in a group
Change the agent’s priority
Send a text message “chat” to the agent
Intervene in a call (According to PBX)
Free up an extension (For PC crashes etc)
Record a call in progress
JUSAN Telecommunications

26. APPLICATIONS
MONITOR
Groups may be opened and closed and campaigns activated or deactivated from the calls list menu
The “Group Recordings” option automatically opens the recordings management application software giving access to the calls recorded for this particular group.
JUSAN Telecommunications

27. APPLICATIONS
REPORTS
Supervisor are able to access the reports module directly from the supervisor interface.
The majority of reports are available in summary or detailed version, and may be filtered by date, time, group, call type, duration, etc.
Reports may be displayed on screen, printed, sent by or exported in one of the following formats: excel, pdf, html, txt.
JUSAN Telecommunications

28. APPLICATIONS
REPORTS
JUSAN Telecommunications

29. APPLICATIONS
AGENT
Group to which call was forwarded
Caller’s name or number
Call status
Web page, web based CRM or other documentation support available to agent
PC telephony controls
Agent may send text message to supervisor
Interface by which an agent logs on to the system, visualizes call data and controls the phone from the PC.
Groups to which agent belongs, number of calls waiting in each queue and longest waiting time.
Agent name and current position
Log-on/Log-off/Break icon
JUSAN Telecommunications

30. APPLICATIONS RECORDING MANAGER
Supervisor may access an individual agents’ call recordings or the complete recordings of a group, directly from the supervisor interface.
Report may then be filtered according to information required
Supervisor is able to listen to and delete recordings as well as send them by
16 hours of recorded calls require +/- 1Gb of disk space
JUSAN Telecommunications

31. APPLICATIONS WEB AGENT , WALLBOARD, WEB MONITOR AND WEB REPORTS
JUSAN Telecommunications

32. APPLICATIONS WEB AGENT , WALLBOARD, WEB MONITOR AND WEB REPORTS
Web interface by which an agent logs on to the system, visualizes call data and controls the phone from the PC.
WALLBOARD & WEB MONITOR
Web interface through which a supervisor is able to monitor and control the activity of one or several queues, and the corresponding agents.
WEB REPORTS
Web interface enables the evaluation of resources, production and performance by means of a wide variety of statistics and graphs.
JUSAN Telecommunications

33. WEB MODULES WEB AGENT 192.168.0.9/webAgent Main Contact Form
AGENT MODULE
Web-based application running on the agents PC, allowing agents to start a session (log- in), view call data, and control the phone from the PC.
JUSAN Telecommunications

34. WEB MODULES
WEB AGENT & CHAT
JUSAN Telecommunications

35. WEB MODULES WEB AGENT & CHAT 192.168.0.9/webAgent
JUSAN Telecommunications

36. WEB MODULES WEB AGENT & E-MAIL DISTRIBUTION 192.168.0.9/webAgent
Sales & Marketing
JUSAN Telecommunications

37. WEB MODULES
WALLBOARD
Web interface through which a supervisor is able to monitor and control the activity of one or several queues, and the corresponding agents.
JUSAN Telecommunications

38. WEB MODULES WEB MONITOR
Web Monitor enables the Real time monitoring, Agents status in any group, Alarms and warnings and Interaction with the software.
JUSAN Telecommunications

39. WEB MODULES WEB REPORTS
Web Reports enables the evaluation of resources, production and performance by means of a wide variety of statistics and graphs.
JUSAN Telecommunications

40. WEB MODULES
CALL ME BACK
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41. Dial WEB MODULES CLICK TO CALL FROM CRM
TelephonyWS
Web Service
* TelephonyWS Specifications Available
JUSAN Telecommunications

42. SYSTEM REQUIREMENTS SERVER PC 3Ghz processor
4Gb RAM (< 20 agents) , 8Gb RAM (< 20 agents) *
Operating System:
Windows Server 2008, 2012 **
Windows 7, 8, 10
* Specs are illustrative and may vary according to OS or other circumstances.
* Mandatory for running Fidelity Web Apps.
CLIENT PC
Telemarketing module or web applications like Web Agent, Web Monitor, Wallboard, Web Reports require Windows Server OS and Internet Information Services (IIS) to be installed on the server PC before beginning the installation of Fidelity.
Necessary CTI protocol drivers and/or licenses (CSTA, TAPI, TSAPI) MUST be installed and running on server PC and/or PBX.
JUSAN Telecommunications

43. PREREQUISITES Windows 7, 8, 10 Windows Features INTERNET INFORMATION
SERVICES (IIS)
SETTINGS
Windows 7, 8, 10
Windows Features
JUSAN Telecommunications

44. PREREQUISITES Windows Server OS Server Roles INTERNET INFORMATION
SERVICES (IIS)
SETTINGS
Windows Server OS
Server Roles
JUSAN Telecommunications

45. LICENSE Agents Monitor Reports Telemarketing
Power dialing and Predictive dialing
Web ( , Chat, Click to Call…)
SIP Vocal Resources
Trial license: 30 days from installation
For final license send license.jus file along with purchase order
JUSAN Telecommunications

46. 3
FIDELITY
ARCHITECTURE
JUSAN Telecommunications

47. FIDELITY ARCHITECTURE
GENERAL
SIP ports
Fidelity
Server
CTI link
LAN
PBX
Agents
Supervisor
JUSAN Telecommunications

48. OPERATION LAN Agent PBX JUSAN Telecommunications Inbound call Answer
SIP ports
101
102
103
104
OPERATION
Pbx group
300
Inbound call
Answer
SIP ports
Ring
CTI link
Transfer
Fidelity
Server
LAN
PBX
Agent
JUSAN Telecommunications

49. FIDELITY ARCHITECTURE
GENERAL
SIP ports
Fidelity
Server
CTI link
LAN
PBX
Agents
Supervisor
JUSAN Telecommunications

50. FIDELITY ARCHITECTURE
FIDELITY SERVER
Vocal
Server
SIP
SQL Server Express SQLJUSAN
CTI link
Streamline Server
LAN
PBX
Agents
Supervisor
JUSAN Telecommunications

51. FIDELITY ARCHITECTURE
FIDELITY SERVER ADMIN
Vocal
Server
Setup
Monitor
Agent
Reports
Web apps
SIP
SQL Server Express SQLJUSAN
CTI link
Streamline Server
LAN
PBX
Agents
Supervisor
JUSAN Telecommunications

52. FIDELITY ARCHITECTURE
FIDELITY SERVER MONITOR&AGENT
Vocal
Server
SIP
SQL Server Express SQLJUSAN
CTI link
Streamline Server
LAN
PBX
Monitor
Agent
Reports
Recordings *
Agents
Supervisor
JUSAN Telecommunications

53. FIDELITY ARCHITECTURE
SERVICES
Simon
Agent Svc
SIP
Sara
IJA
ICR
CTI link
Streamline server
Calllog
SQL Server Express SQLJUSAN
LAN
PBX
Agents
Supervisor
JUSAN Telecommunications

54. FIDELITY SERVER ARCHITECTURE
SERVICES
Jusan Streamline Server
Jusan ICR
Jusan IJA
Jusan Simon
Jusan Sara
Jusan CallLog
Jusan AgentSvc
JUSAN Telecommunications

55. FIDELITY SERVER ARCHITECTURE
SERVICES
JUSAN Telecommunications

56. FIDELITY SERVER SERVICES
JUSAN STREAMLINE SERVER
Simon
Agent Svc
SIP
Sara
IJA
CTI link
ICR
Streamline server
Calllog
LAN
CTI info distribution to clients apps & services
Recall IP service
(…)
Agents
Call Log service
IJA Service
Monitor
ICR Service
JUSAN Telecommunications

57. FIDELITY SERVER SERVICES
JUSAN STREAMLINE SERVER
CTIAL_protocol_pbx.DLL
Pbx CTI Link (TAPI, CSTA, TSAPI)
CTIAL_CSTA3_HPOO.dll
CTIAL_CSTA3_PanasonicTDA.dll
CTIAL_tapi_alcatel.dll
CTIAL_TAPI_GENERIC.DLL
Etc.
CTI server
(Maestro service)
CTI info distribution to clients apps & services
Recall IP service
(…)
Agents
Call Log service
IJA Service
Monitor
ICR Service
JUSAN Telecommunications

58. FIDELITY SERVER SERVICES
JUSAN STREAMLINE SERVER
This is the application’s “CTI server”. It is in charge of the coordination of events and methods between the different clients (other applications or services) and the PBX, by means of the selected CTI protocol. It is made of two parts:
CTIserver2.exe
CTIAL_protocolo_pbx.DLL
The CTIServer2 program is basically a “Proxy” in charge of communications between the rest of the clients and the PBX. It resends the events received from the PBX to the clients that have requested “monitoring” of the port, and sends the methods received from the clients to the PBX. In order not to be PBX-dependent, a specific Jusan format is used for the events and methods.
The program communicates with a DLL, specific for each protocol (CSTA, TAPI, TSAPI, etc) and for each PBX, interfacing between the specific Jusan format and the format for each PBX.
JUSAN Telecommunications

59. FIDELITY SERVER SERVICES
JUSAN ICR
This is the “brain” of the Fidelity application. It receives information from all the components and decides how each call should be handled by the system.
Simon
Agent Svc
SIP
Sara
IJA
CTI link
ICR
Streamline server
Calllog
LAN
It is a Java (.jar) application that runs as a service
and requires the Java environment to be installed
(supplied with the installation Kit).
* Disable Java Automatic updates
JUSAN Telecommunications

60. FIDELITY SERVER SERVICES
JUSAN IJA & SARA & SIMON
Jusan IJA service is in charge of maintaining communications between Fidelity Vocal Server and the other modules of the Fidelity application.
Jusan Simon and Jusan Sara services are the Fidelity SIP Vocal Server.
Fidelity SIP Vocal Server
SIP
Simon
Sara
IJA
JUSAN Telecommunications

61. FIDELITY SERVER SERVICES
JUSAN CALL LOG
This “service” is in charge of writing all information regarding “Fidelity calls” to the database. It receives information from the other services and writes in the calls database, allowing a variety of statistical reports to be obtained at a later stage.
Simon
SIP
Sara
IJA
CTI link
ICR
Streamline server
Calllog
JUSAN Telecommunications

62. FIDELITY SERVER SERVICES
JUSAN AGENT SVC
This “service” is in charge of handling the Web Agent applications.
Agent Svc
JUSAN Telecommunications

63. FIDELITY SERVER SERVICES
LOG FILES
CTIserver2_0.log
CTIAL_0.log
IJAService_0.log
etc
logICRO.csv
ctiLinkx.csv
fmLinkx.txt
wrapper.log
Log file paths are as follows“
C:\Program Files\Jusan\Streamline Server
C:\Program Files\Jusan\Streamline ICR\logs
JUSAN Telecommunications

64. 4
FIDELITY
VOCAL SERVER
JUSAN Telecommunications

65. FIDELITY VOCAL SERVER VOCAL SERVER FUNCTIONS For Inbound calls
Answering incoming calls (Welcome and Comfort messages )
Music On Hold (MOH)
IVR
For Outbound calls
Dialers (Power Dialing, Predictive Dialing)
JUSAN Telecommunications

66. FIDELITY VOCAL SERVER SIP JUSAN Telecommunications
FonoMailSip.ini
//pbx
PbxSipDomain =
// Ports
Pto 0 = ija_udp ,,,
Pto 1 = ija_acd_fadding ,,,
Pto 2 = ija_acd_fadding ,,,
Pto 3 = ija_acd_fadding ,,,
Pto 4 = ija_acd_fadding ,,,
// pto,ext,PIN,ENDPOINT,Suscribe,SuscribeTo
Ext 1 = 1, 30,1234,,0,0,
Ext 2 = 2, 31,1234,,0,0,
Ext 3 = 3, 31,1234,,0,0,
Ext 4 = 4, 31,1234,,0,0,
Fidelity SIP Vocal Server
SIP
Simon
Sara
Extension PIN
JUSAN Telecommunications

67. 5
FIDELITY
INSTALLATION
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68. SOFTWARE INSTALLATION
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69. SOFTWARE INSTALLATION
SERVER COMPUTER MINIMUM INSTALLATION
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70. SOFTWARE INSTALLATION
SERVER COMPUTER RECOMMENDED INSTALLATION
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71. SOFTWARE INSTALLATION
CLIENT COMPUTERS
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72. SOFTWARE INSTALLATION
CLIENT COMPUTERS
Install Fidelity ACD Agent in each position. From the relevant client PC search the network for the “Server” PC. Open the “Executables” directory and double click “ACDAgentInstall.exe”
\\FidelityServer\executable\ACDAgentInstall.exe
If select ‘Remote’ any updates to the ACD Agent program will now be automatically updated in the agent.
Install Fidelity ICR Monitor in the relevant PCs.
Install Fidelity Reports in the relevant PCs.
Install Recording Manager application software in the relevant PCs. *
* Optional
Agent
Supervisor
JUSAN Telecommunications

73. SOFTWARE INSTALLATION
WEB MODULES
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74. SOFTWARE INSTALLATION
WEB MODULES
WEB APPLICATIONS
Web applications are installed in the server.
Web applications are launched from the clients through the Internet Browser:
JUSAN Telecommunications

75. 6
FIDELITY
CONFIGURATION
JUSAN Telecommunications

76. CONFIGURATION CONFIGURATION STEPS
Technical parameters (CTI link, vocal server, etc.)
Groups
Positions and Users
Call Distribution Rules
Telemarketing
JUSAN Telecommunications

77. First time the application is opened, select ‘Update DB’
CONFIGURATION
Start “Streamline Setup” from “Streamline” program group.
Password “admin”
First time the application is opened, select ‘Update DB’
JUSAN Telecommunications

78. CONFIGURATION Click “Settings” to define basic Setting
(Pbx, CTI Protocol,
vocal server, etc.)
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79. 6.1
FIDELITY
TECHNICAL PARAMETERS
JUSAN Telecommunications

80. TECHNICAL PARAMETERS
SETTINGS
Tabs settings
JUSAN Telecommunications

81. TECHNICAL PARAMETERS SETTING PABX
PBX and CTI protocol: TAPI, TSAPI, CSTA
Inbound / Outbound prefix data
General PBX settings
Computer name or IP Address of the Fidelity server
Click on “Apply” to apply changes
JUSAN Telecommunications

82. TECHNICAL PARAMETERS SETTING PORTS Vocal Server IP address
This is the IP Address where Fidelity SIP Vocal server is installed.; in most of the installations this is the same computer IP Address.
Enter here the extension numbers that were configured in the Fonomail SIP Server.
(FonomailSIP.ini)
Setup IP Address to the Vocal Server hardware unit
(Only for Analog ports hardware)
Click on “Apply”
JUSAN Telecommunications

83. TECHNICAL PARAMETERS SETTING PORTS FIDELITY PORTS
It is through these ports how Fidelity receives inbound calls to distribute to groups and agents based on the defined Fidelity Rules.
FonoMailSip.ini
//pbx
PbxSipDomain =
// Ports
Pto 0 = ija_udp ,,,
Pto 1 = ija_acd_fadding ,,,
Pto 2 = ija_acd_fadding ,,,
Pto 3 = ija_acd_fadding ,,,
Pto 4 = ija_acd_fadding ,,,
// pto,ext,PIN,ENDPOINT,Suscribe,SuscribeTo
Ext 1 = 1, 30,1234,,0,0,
Ext 2 = 2, 31,1234,,0,0,
Ext 3 = 3, 31,1234,,0,0,
Ext 4 = 4, 31,1234,,0,0,
JUSAN Telecommunications

84. TECHNICAL PARAMETERS PBX GROUPS PBX GROUP SETTINGS
These ports must be added into a group in the pbx.
The group must be set ‘cyclic’ to only call one port at a time.
These ports must have Waiting Call feature disabled.
In case different groups are needed, all ports can be added to the different groups.
JUSAN Telecommunications

85. TECHNICAL PARAMETERS SETTING EMAIL AND CHAT Inbound mail settings
Chat settings
JUSAN Telecommunications

86. TECHNICAL PARAMETERS SETTING RECALL Recording parameters:
* When integrated with Recall
Recording parameters:
LAN card to sniff
Recordings folder
Encryption
Etc.
Extensions to Record
(Extension number, IP Address, MAC Address)
JUSAN Telecommunications

87. TECHNICAL PARAMETERS SETTING SERVICES Start/Stop Fidelity Services
After changes to PBX parameters, appropriate services MUST be restarted
JUSAN Telecommunications

88. TECHNICAL PARAMETERS SETTING SERVICES/ADVANCED
Advanced tab is used for specific PBX settings and advance Fidelity settings
JUSAN Telecommunications

89. 6.2
FIDELITY
GROUPS CONFIGURATION
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90. GROUPS INBOUND CALLS WEB CHAT EMAIL CALLBACK
OUTBOUND CALLS - TELEMARKETING
JUSAN Telecommunications

91. GROUPS
NEW GROUP
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92. GROUPS GROUP SETTINGS Group name Max. call duration for warning
Distribution to agents
Group Priority
(Queue wait time x Priority)
Same Caller ID same agent
Queue action settings
JUSAN Telecommunications

93. GROUPS EMAIL DISTRIBUTION To email address
Key words to match in Subject/Body message
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94. GROUPS FORMS Form for inbound calls Form for missed calls
Form for s
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95. GROUPS RECORDINGS Record group calls Email address to send messages
JUSAN Telecommunications

96. GROUPS
CHAT
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97. GROUPS
CHAT
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98. GROUPS
CALL HANDLING
Condition 1: Group Closed (setup by schedule and bank holidays).
Condition 2: Group Open with no active agents. (Active means registered and NOT on break).
Condition 3: Group Open with active agents and the number of queued calls does not exceed the threshold limit.
Condition 3: Group Open with active agents and the number of queued calls is equal to the threshold limit.
Actions: To select different options (Group, mailbox, etc.)
JUSAN Telecommunications
“Threshold” = Number of active agents X configurable variable (factor)

99. GROUPS GROUP CLOSED Condition 1 Schedule and Holidays Action on closed
Action on Holidays
JUSAN Telecommunications

100. GROUPS
SCHEDULE AND CALENDAR
JUSAN Telecommunications

101. GROUPS GROUP OPEN AND NO ACTIVE AGENTS
Busy: Caller hears engaged tone.
No action: Phone rings continuously.
Queue: The call is queued and subject to “settings” configured for condition 3a.
Message + Transfer: Define extension/phone number to transfer and message to be played to the caller.
Condition 2
JUSAN Telecommunications

102. GROUPS GROUP OPEN WITH ACTIVE AGENTS
Factor: The factor multiplied by number of active agents = Threshold
Example: A group has 4 agents registered, 1 is currently on break. The factor is 1 so at this moment the threshold is 3.
In this example when 3 calls are queued the next call will be handled according to the setup for “Threshold exceeded”.
Condition 3
JUSAN Telecommunications

103. GROUPS GROUP OPEN WITH ACTIVE AGENTS
Threshold is not exceeded: A group has 4 agents registered, 1 is currently on break. The factor is 1 so at this moment the threshold is 3.
Up to 3 calls will be queued with settings “Threshold not exceeded”.
Condition 3 
JUSAN Telecommunications

104. GROUPS GROUP OPEN WITH ACTIVE AGENTS
Threshold is exceeded: A group has 4 agents registered, 1 is currently on break. The factor is 1 so at this moment the threshold is 3.
4th and next calls will be queued with settings “Threshold exceeded”.
Condition 3 
JUSAN Telecommunications

105. GROUPS
ACTIONS
Actions
JUSAN Telecommunications

106. 6.3 FIDELITY POSITIONS AND USERS CONFIGURATION
JUSAN Telecommunications

107. POSITIONS
JUSAN Telecommunications

108. POSITIONS
Fidelity is a free seating solution wich allows any agent or supervisor to log-on at any position
Each position comprises a PBX extension and the associated PC (Computer Id).
Extension Number
Computer Name or IP Address
Multiple positions may be created.
JUSAN Telecommunications

109. USERS
AGENTS
SUPERVISOR
JUSAN Telecommunications

110. USERS AGENTS Once positions have been created, the next step is Users.
Each user record may contain a variety of data; only 3 fields are essential.
Name as seen on supervisor’s screen
Full name
User’s PIN (alphanumeric, no spaces, max. 20 characters)
Assign a wrap-up time. This is time made available to the user for administration tasks between calls. (Often a trade union-defined parameter).
The user can receive s
The user can receive chats
JUSAN Telecommunications

111. USERS AGENTS
Users must then be assigned to a group or groups and permissions to use PC telephony functions may be granted
Select the groups where the agents belongs to
By default no on-screen telephony functions are assigned.
*Recording feature is optional
JUSAN Telecommunications

112. USERS SUPERVISORS
If the user is a supervisor, set the groups he/she supervises
Click “Supervisor…” button to select groups to be supervised on the left and click arrow to pass to the right.
Check the “Supervisor” box.
JUSAN Telecommunications

113. 6.4
FIDELITY
GROUPS
MANAGEMENT
JUSAN Telecommunications

114. GROUPS MANAGEMENT
The list of groups enables the management of agents between groups
To assign agent priority within the group, right click the agent, click priority and select from options available.
To copy or move agents, drag and drop over the relevant group.
Note: Agents in the “Unassigned” group will not be seen by any supervisor.
JUSAN Telecommunications

115. GROUPS MANAGEMENT
Agent’s priority can be also set in Tab Relationships.
To assign agent priority within each group, right click the agent.
Relationships tab to view Groups/Agents priority table
JUSAN Telecommunications

116. 6.5
FIDELITY
BREAK TYPES CONFIGURATION
JUSAN Telecommunications

117. BREAK TYPES
Various break types may be setup so that when an agent clicks the “break” button on his/her PC, the different options will appear.
Break description as appears on agent’s PC screen
Time limit after which an alarm is sounded on Supervisor’s PC
Check commentary field to allow agent to leave further information regarding the break
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118. BREAK TYPES Windows Application Web Application
Select reason for Break
Click to enter in Break
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119. 6.6
FIDELITY
CONTACTS
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120. CONTACTS Contacts may be imported from Outlook, Excel, Access, …
(see next slide)
… or registered manually
Contacts may be assigned to one or more groups. For copying and moving contacts, drag and drop over relevant group.
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121. CONTACTS IMPORT Excel & Outlook
Select the Data Source & Click Browse to select the file to import
Map fields to be imported by dragging from the Table Field column and dropping in the Destination field column.
Assign a group
Finish
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122. 6.7
FIDELITY
RULES
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123. RULES
Rules are used to distribute calls to groups based on caller, called and eventual integration with external DB.
Rules are evaluated from first to last.
The default rule if any must be the last one.
Integration with external DB
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124. 6.8
FIDELITY
SYNCHRONIZATION
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125. SYNCHRONIZATION Click to Synchronize changes
When changes on Groups, users, positions, etc.
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126. BREAK
BACK IN 15 MINUTES
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127. 7
FIDELITY
TELEMARKETING
FORMS AND CAMPAIGNS
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128. TELEMARKETING FORMS & CAMPAIGNS 1. Forms can be used for:
Inbound campaigns
Outbound campaigns
Standard campaigns
Missed calls Callback
Call Me Back
2. Forms are used by agents to compile the interview info
3. Forms data can be imported/exported
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129. TELEMARKETING
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130. TELEMARKETING
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131. TELEMARKETING INBOUND & MISSED CALLS & EMAILS Form for inbound calls
Form for missed calls
Form for s
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132. TELEMARKETING
OUTBOUND CAMPAIGNS
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133. TELEMARKETING
NEW FORM
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134. TELEMARKETING FORM RESULT CODES Result Codes change contact status
Available
Postponed
Personal Deferred
Done
Result Codes
Default Result Codes
Customized
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135. TELEMARKETING FORM PREVIEW Form preview
Agent will fullfill the form with the contact interview details
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136. TELEMARKETING IMPORTING CONTACTS
To import contacts follow same procedure as seen in a previous slide for general contacts import.
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137. TELEMARKETING
CAMPAIGN SETTINGS
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138. TELEMARKETING CAMPAIGN SETTINGS Group assigned
Preview
Progressive
Multiprogressive
Predictive
Group assigned
* Only one group can be assigned to each campaign
Call attempts if No answer, Busy
Redial Intervals
Dialling Order &
Filters
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139. TELEMARKETING
ACTIVATING THE CAMPAIGN
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140. TELEMARKETING
MONITORING THE CAMPAIGN
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141. TELEMARKETING
EXPORTING CAMPAIGN RECORDS
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142. 8
FIDELITY
ADDITIONAL SETTINGS
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143. ADDITIONAL SETTINGS Default properties and general parameters
Uncheck parameter to allow supervisors without assigned extension
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144. SETUP MODULE-GENERAL
For database backup and restoration, click and create or navigate to corresponding file.
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145. 8.1
FIDELITY
MESSAGES AND MUSIC UPLOADER
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146. MESSAGES AND MUSIC UPLOADER
SIP VOCAL SERVER
Run “Audio Converter”
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147. 10
FIDELITY
SUMMARY
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148. SUMMARY FIDELITY CONTACT CENTER Automatic routing of inbound traffic
According to dialed number (DNIS) / calling number (ANI), IVR, schedule
Groups and waiting queues
Possibility to create unlimited number of groups and queues
Intelligent and multi-criteria call distribution
Longest idle time, skill based, urgent / forced transfer, same agent as previous call
Automatic call-back function
Enables callers to exit the queue and receive a call-back when an agent becomes available and within a certain time interval
Management of agent skills
Multiple group agents, skills profile, priority levels
Dynamic sizing of waiting queues
Maximum number of queued calls according to active agents, maximum percentage of agents on break
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149. SUMMARY FIDELITY CONTACT CENTER Real time supervision and wallboards
Calls in each queue, on hold times, agent status, available on supervisor screen and external TV screen
Alarms and warnings
When exceeding maximum authorized on hold times, call durations, or maximum agent break times
Productivity and performance evaluation
Broad range of statistical reports and graphics. Real time data display on external wallboard
Interactive web-based forms
Enables the creation of scripts and questionnaires for inbound and outbound calls, with conditions and multiple replies
Call recording
On demand, selective, massive, or according to agents & groups
Post call surveys
Unlimited number of questions, results per agent/group
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150. SUMMARY FIDELITY CONTACT CENTER e-mail distribution
Messages are assigned to groups of agents according to keywords and agent profiles
Free Seating
Allows agents and supervisors to use workstations dynamically
Outbound call campaigns
Automatic call generation for telemarketing campaigns with different operating modes (preview, progressive, predictive, multiple progressive), call blending
Messages and music
Welcome/patience messages customized according to groups or position in the queue and updated without service interruption
Breaks and Wrap-up-time
Programmable with predetermined durations
Modular and scalable solution
Agents, supervisors, IVR ports, recording channels
Chat module
Enables chat with an agent from the customer web page
CRM/ERP Integration
To identify incoming contact and show data on agent’s screen
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151. DOWNLOAD FIDELITY ftp://88.12.19.213/Official-Downloads/Fidelity
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152. SUPPORT support@jusan.es Tel. +34 91 456 01 10
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153. Thanks!
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154. QUESTIONS AND
ANSWERS
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155. HANDS - ON
SESSION
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