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TECHNICAL PRESENTATION
FIDELITY CONTACT CENTER SOLUTION
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SPEAKER JOSE FRANCISCO RODRÍGUEZ EMEA Technical Support
Skype: jose_francisco_rodriguez Tel: Fax: Web: JUSAN Telecommunications
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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
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1 FIDELITY OVERVIEW JUSAN Telecommunications
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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
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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
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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
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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
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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
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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
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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
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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.
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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
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CALL FLOW FIDELITY CONTACT CENTER JUSAN Telecommunications
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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
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VIDEO FIDELITY CONTACT CENTER
(es) JUSAN Telecommunications
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2 FIDELITY MODULES JUSAN Telecommunications
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APPLICATIONS APPLICATIONS SET UP, MONITOR, REPORTS AND AGENT MODULE
WALLBOARD, WEB MONITOR, WEB AGENT AND WEB REPORTS JUSAN Telecommunications
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APPLICATIONS SET UP, MONITOR, REPORTS AND AGENT MODULE SET UP MONITOR
JUSAN Telecommunications
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APPLICATIONS WALLBOARD, WEB MONITOR, WEB AGENT AND WEB REPORTS
JUSAN Telecommunications
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APPLICATIONS SET UP, MONITOR, REPORTS AND AGENT MODULE
JUSAN Telecommunications
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APPLICATIONS Enables the SETUP
of call routing and distribution, as well as all system users, positions and groups. JUSAN Telecommunications
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APPLICATIONS MONITOR The supervisor is able to monitor and control the activity of one or several queues, and the corresponding agents. JUSAN Telecommunications
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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
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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
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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
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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
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APPLICATIONS REPORTS JUSAN Telecommunications
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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
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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
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APPLICATIONS WEB AGENT , WALLBOARD, WEB MONITOR AND WEB REPORTS
JUSAN Telecommunications
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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
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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
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WEB MODULES WEB AGENT & CHAT JUSAN Telecommunications
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WEB MODULES WEB AGENT & CHAT 192.168.0.9/webAgent
JUSAN Telecommunications
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WEB MODULES WEB AGENT & E-MAIL DISTRIBUTION 192.168.0.9/webAgent
Sales & Marketing JUSAN Telecommunications
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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
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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
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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
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WEB MODULES CALL ME BACK JUSAN Telecommunications
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Dial WEB MODULES CLICK TO CALL FROM CRM
TelephonyWS Web Service * TelephonyWS Specifications Available JUSAN Telecommunications
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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
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PREREQUISITES Windows 7, 8, 10 Windows Features INTERNET INFORMATION
SERVICES (IIS) SETTINGS Windows 7, 8, 10 Windows Features JUSAN Telecommunications
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PREREQUISITES Windows Server OS Server Roles INTERNET INFORMATION
SERVICES (IIS) SETTINGS Windows Server OS Server Roles JUSAN Telecommunications
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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
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3 FIDELITY ARCHITECTURE JUSAN Telecommunications
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FIDELITY ARCHITECTURE
GENERAL SIP ports Fidelity Server CTI link LAN PBX Agents Supervisor JUSAN Telecommunications
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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
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FIDELITY ARCHITECTURE
GENERAL SIP ports Fidelity Server CTI link LAN PBX Agents Supervisor JUSAN Telecommunications
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FIDELITY ARCHITECTURE
FIDELITY SERVER Vocal Server SIP SQL Server Express SQLJUSAN CTI link Streamline Server LAN PBX Agents Supervisor JUSAN Telecommunications
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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
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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
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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
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FIDELITY SERVER ARCHITECTURE
SERVICES Jusan Streamline Server Jusan ICR Jusan IJA Jusan Simon Jusan Sara Jusan CallLog Jusan AgentSvc JUSAN Telecommunications
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FIDELITY SERVER ARCHITECTURE
SERVICES JUSAN Telecommunications
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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
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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
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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
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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
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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
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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
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FIDELITY SERVER SERVICES
JUSAN AGENT SVC This “service” is in charge of handling the Web Agent applications. Agent Svc JUSAN Telecommunications
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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
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4 FIDELITY VOCAL SERVER JUSAN Telecommunications
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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
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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
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5 FIDELITY INSTALLATION JUSAN Telecommunications
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SOFTWARE INSTALLATION
JUSAN Telecommunications
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SOFTWARE INSTALLATION
SERVER COMPUTER MINIMUM INSTALLATION JUSAN Telecommunications
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SOFTWARE INSTALLATION
SERVER COMPUTER RECOMMENDED INSTALLATION JUSAN Telecommunications
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SOFTWARE INSTALLATION
CLIENT COMPUTERS JUSAN Telecommunications
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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
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SOFTWARE INSTALLATION
WEB MODULES JUSAN Telecommunications
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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
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6 FIDELITY CONFIGURATION JUSAN Telecommunications
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CONFIGURATION CONFIGURATION STEPS
Technical parameters (CTI link, vocal server, etc.) Groups Positions and Users Call Distribution Rules Telemarketing JUSAN Telecommunications
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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
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CONFIGURATION Click “Settings” to define basic Setting
(Pbx, CTI Protocol, vocal server, etc.) JUSAN Telecommunications
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6.1 FIDELITY TECHNICAL PARAMETERS JUSAN Telecommunications
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TECHNICAL PARAMETERS SETTINGS Tabs settings JUSAN Telecommunications
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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
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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
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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
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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
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TECHNICAL PARAMETERS SETTING EMAIL AND CHAT Inbound mail settings
Chat settings JUSAN Telecommunications
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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
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TECHNICAL PARAMETERS SETTING SERVICES Start/Stop Fidelity Services
After changes to PBX parameters, appropriate services MUST be restarted JUSAN Telecommunications
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TECHNICAL PARAMETERS SETTING SERVICES/ADVANCED
Advanced tab is used for specific PBX settings and advance Fidelity settings JUSAN Telecommunications
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6.2 FIDELITY GROUPS CONFIGURATION JUSAN Telecommunications
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GROUPS INBOUND CALLS WEB CHAT EMAIL CALLBACK
OUTBOUND CALLS - TELEMARKETING JUSAN Telecommunications
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GROUPS NEW GROUP JUSAN Telecommunications
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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
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GROUPS EMAIL DISTRIBUTION To email address
Key words to match in Subject/Body message JUSAN Telecommunications
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GROUPS FORMS Form for inbound calls Form for missed calls
Form for s JUSAN Telecommunications
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GROUPS RECORDINGS Record group calls Email address to send messages
JUSAN Telecommunications
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GROUPS CHAT JUSAN Telecommunications
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GROUPS CHAT JUSAN Telecommunications
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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)
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GROUPS GROUP CLOSED Condition 1 Schedule and Holidays Action on closed
Action on Holidays JUSAN Telecommunications
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GROUPS SCHEDULE AND CALENDAR JUSAN Telecommunications
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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
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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
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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
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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
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GROUPS ACTIONS Actions JUSAN Telecommunications
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6.3 FIDELITY POSITIONS AND USERS CONFIGURATION
JUSAN Telecommunications
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POSITIONS JUSAN Telecommunications
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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
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USERS AGENTS SUPERVISOR JUSAN Telecommunications
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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
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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
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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
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6.4 FIDELITY GROUPS MANAGEMENT JUSAN Telecommunications
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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
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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
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6.5 FIDELITY BREAK TYPES CONFIGURATION JUSAN Telecommunications
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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 JUSAN Telecommunications
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BREAK TYPES Windows Application Web Application
Select reason for Break Click to enter in Break JUSAN Telecommunications
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6.6 FIDELITY CONTACTS JUSAN Telecommunications
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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. JUSAN Telecommunications
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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 JUSAN Telecommunications
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6.7 FIDELITY RULES JUSAN Telecommunications
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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 JUSAN Telecommunications
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6.8 FIDELITY SYNCHRONIZATION JUSAN Telecommunications
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SYNCHRONIZATION Click to Synchronize changes
When changes on Groups, users, positions, etc. JUSAN Telecommunications
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BREAK BACK IN 15 MINUTES JUSAN Telecommunications
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7 FIDELITY TELEMARKETING FORMS AND CAMPAIGNS JUSAN Telecommunications
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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 JUSAN Telecommunications
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TELEMARKETING JUSAN Telecommunications
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TELEMARKETING JUSAN Telecommunications
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TELEMARKETING INBOUND & MISSED CALLS & EMAILS Form for inbound calls
Form for missed calls Form for s JUSAN Telecommunications
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TELEMARKETING OUTBOUND CAMPAIGNS JUSAN Telecommunications
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TELEMARKETING NEW FORM JUSAN Telecommunications
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TELEMARKETING FORM RESULT CODES Result Codes change contact status
Available Postponed Personal Deferred Done Result Codes Default Result Codes Customized JUSAN Telecommunications
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TELEMARKETING FORM PREVIEW Form preview
Agent will fullfill the form with the contact interview details JUSAN Telecommunications
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TELEMARKETING IMPORTING CONTACTS
To import contacts follow same procedure as seen in a previous slide for general contacts import. JUSAN Telecommunications
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TELEMARKETING CAMPAIGN SETTINGS JUSAN Telecommunications
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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 JUSAN Telecommunications
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TELEMARKETING ACTIVATING THE CAMPAIGN JUSAN Telecommunications
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TELEMARKETING MONITORING THE CAMPAIGN JUSAN Telecommunications
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TELEMARKETING EXPORTING CAMPAIGN RECORDS JUSAN Telecommunications
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8 FIDELITY ADDITIONAL SETTINGS JUSAN Telecommunications
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ADDITIONAL SETTINGS Default properties and general parameters
Uncheck parameter to allow supervisors without assigned extension JUSAN Telecommunications
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SETUP MODULE-GENERAL For database backup and restoration, click and create or navigate to corresponding file. JUSAN Telecommunications
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8.1 FIDELITY MESSAGES AND MUSIC UPLOADER JUSAN Telecommunications
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MESSAGES AND MUSIC UPLOADER
SIP VOCAL SERVER Run “Audio Converter” JUSAN Telecommunications
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10 FIDELITY SUMMARY JUSAN Telecommunications
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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 JUSAN Telecommunications
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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 JUSAN Telecommunications
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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 JUSAN Telecommunications
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DOWNLOAD FIDELITY ftp://88.12.19.213/Official-Downloads/Fidelity
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SUPPORT support@jusan.es Tel. +34 91 456 01 10
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Thanks! JUSAN S.A.
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QUESTIONS AND ANSWERS JUSAN Telecommunications
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HANDS - ON SESSION JUSAN Telecommunications
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