Telegra ACD - Configuration - Manual Version 1.0

Telegra ACD - Configuration - Manual Version 1.0

telegra ACD - Configuration
Version 1.0

              Manual telegra ACD - Configuration | Version 1.0   Page 1 of 20
Telegra ACD - Configuration - Manual Version 1.0

Content�������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������� 2
1. telegra ACD - Introduction���������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������� 3
2. Overview of the structure of the ACD system��������������������������������������������������������������������������������������������������������������������������������������������������� 3
3. Login��������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������� 3
4. Start Screen������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������� 3
5. Hotlines��������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������� 3
 5.1. Configuration of a Hotline (Hotline Editor)���������������������������������������������������������������������������������������������������������������������������������������������������� 3
 5.2. Last Agent Routing����������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������� 5
 5.3. Assigning groups and agents to a hotline���������������������������������������������������������������������������������������������������������������������������������������������������� 5
6. Routing plans���������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������� 6
 6.1. Nodes in routing plans����������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������� 6
   6.1.1. Adding and defining nodes�������������������������������������������������������������������������������������������������������������������������������������������������������������������������� 6
   6.1.2. Percentage values������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������� 6
   6.1.3. Clipboard������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������ 7
   6.1.4. Nodes with more than one output������������������������������������������������������������������������������������������������������������������������������������������������������������ 7 Nodes with more than one output: DDI nodes                                                                                                                                                                                 7 Nodes with more than one output: Time node                                                                                                                                                                                 7
7. Configuration of agents��������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������� 7
8. Groups����������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������� 9
9. Waiting queues�����������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������10
 9.1. Caller priorities in queues���������������������������������������������������������������������������������������������������������������������������������������������������������������������������������11
10. Mailboxes�������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������12
11. Outbound-Mandators��������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������12
 11.1. Scheduler: Scheduled outbound calls�������������������������������������������������������������������������������������������������������������������������������������������������������13
   11.1.1 Scheduled Requests�����������������������������������������������������������������������������������������������������������������������������������������������������������������������������������14
 11.2. Dialer and outbound requests����������������������������������������������������������������������������������������������������������������������������������������������������������������������14
   11.2.1 Outbound requests�������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������14
12. Subadmins����������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������15
13. Role settings�������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������15
 13.1. Administrator rights�����������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������16
14. Systems����������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������17
15. Service number mapping�������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������17
16. Adressbooks�������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������18
17. Classifiers�������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������18
18. Pause reasons����������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������18
 18.1. Active pauses�����������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������19
20. Statistics���������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������19
 20.1. Settings and column visibility�����������������������������������������������������������������������������������������������������������������������������������������������������������������������19
 20.2. Statistic jobs�������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������19
21. Real-time monitoring���������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������������20

                                                                   Manual telegra ACD - Configuration | Version 1.0                                                                                                Page 2 of 20
Telegra ACD - Configuration - Manual Version 1.0
1. telegra ACD - Introduction                              In addition to the login for the administration in-
                                                           terface, you will also find links for all other telegra
This manual describes the administration of all            ACD applications below.
components of the telegra ACD as well as their
settings and functions.                                    4. Start Screen

2. Overview of the structure of                            After logging in, you will be taken to the start
                                                           page. From here you have direct access to the
the ACD system                                             different areas of the administration interface.

The central element of the ACD are the em-
ployees (agents). In order to distribute the call          5. Hotlines
streams in a structured way, they can be grouped
hierarchically. The highest organizational unit            Hotlines form the top order unit for your inbound
is the hotline, which consists of any number of            calls. A hotline is not the same as a service or
groups and individual agents. Each virtual group           inbound number, but determines various param-
consists of any number of agents with different            eters that you can set in connection with a corre-
priorities. In addition, there are waiting loops, an-      sponding routing plan. For example, any number
nouncements and mailboxes.                                 of phone numbers can be routed to one hotline.

                                                           Figure: Hotline Selection
3. Login
Access to the administration interface is brows-
er-based, from any location via the web. The ad-
dress for access can be obtained from your per-
sonal contact at telegra.

Figure: Login telegra ACD

                                                           5.1. Configuration of a Hotline (Hotline

                                                           After you have selected a hotline or created a
                                                           new one, you can assign different rights to it and
                                                           set the associated parameters.

The login contains a fixed ID as user name and
a password, which you as administrator can
change at any time.

                               Manual telegra ACD - Configuration | Version 1.0                       Page 3 of 20
Telegra ACD - Configuration - Manual Version 1.0
Figure: Hotline editor
                                                              Recording Grants the right for agents and
                                                                        team leaders to record conver-
                                                                        sations. Please note that this re-
                                                                        quires a separate agreement with
                                                                        telegra and a secured opt-in from
                                                                        the caller.
                                                              Recording Defines the desired type of record-
                                                              direction ing:
                                                                        • Both sides are recorded
                                                                        • Only the agent is included
                                                                        • Only the caller is recorded
                                                              Listening      You determine whether the re-
                                                                             spective hotline for team leaders
                                                                             has the right to listen in on calls. If
                                                                             this right is activated, team leaders
 Name            Name of the hotline. The name ap-                           can:
                 pears in the agent‘s interface for                          •      Listening to calls (mute)
                 incoming calls and thus indicates                           •      Listening to calls and giving in-
                 the behavior expected by the agent                                 structions to agents (coaching)
 Timeout         The timeout defines the time the                            •      Listen and record calls
                 agent has to accept the call after                          •      Automatically monitor multiple
                 delivery. If an agent does not ac-                                 calls of an agent (monitoring
                 cept the call within the time you                                  function)
                 specify, the ACD will be signaled a
                 timeout and the call will be deliv-          Forwarding If you assign this authorization,
                 ered to the next agent. The agent                       agents are able to forward calls to
                 that triggered the timeout is set to                    internal or external destinations.
                 the status „Timeouted“ for a short                      Calls can be forwarded to:
                 time.                                                   • Agents
 Servicelevel Defines the percentage of incom-                           • Groups
 %            ing calls that are to be processed                         • Hotlines
              in a maximum time specified by                             • External destinations (number
              you.                                                           or address book entry)

 Servicelevel Defines the maximum time in                     Consultation This right determines whether
 Time         which a call answer is expected.                             agents may toggle, i.e. forward
                                                                           with query. Calls can be toggled to
 System          If you are working with several                           the following destinations:
                 subsystems, you can specify here
                                                                           • Agents
                 to which system the hotline is as-
                                                                           • Groups
                 signed. In the standard system,
                                                                           • External destinations (name or
                 the main system is always select-
                                                                               address book entry)
                 ed here.

                                 Manual telegra ACD - Configuration | Version 1.0                         Page 4 of 20
Consultation Defines the announcement or the              5.2. Last Agent Routing
announce- audio file which the caller hears
ment         during the waiting time while tog-           If the option „Last Agent Routing“ is activated,
             gling.                                       callers who call again will be routed to the last
                                                          connected agent if possible.
Consultation Determines the maximum time
Timeout      of the call hold attempt while tog-          Figure: Last Agent Routing
             gling. If the call hold attempt fails,
             e.g. because the destination does
             not answer the call, the agent is
             automatically reconnected to the
             original caller.
Signalized Here you select the phone number
consultation which is displayed when forward-
number       ing and toggling to the selected             If the requested agent is currently in the call, you
             destination. In addition to the num-         can assign the caller to a previously configured
             ber stored with the agent, you can           queue. If the maximum waiting time is exceed-
             also select a number assigned to             ed, the caller is assigned to the next available and
             your account.                                suitable agent.
Call classi- If a quick and uncomplicated call
                                                          5.3. Assigning groups and agents to a
fier         evaluation is desired, you can cre-
             ate different sets of classifiers and        hotline
             link them to a hotline. The acti-
             vation of a classifier determines            You must add groups and agents to a hotline in
             the selection of entries which are           order to make them available as a possible desti-
             available in the post-processing of          nation later in the associated routing plan.
             a call.
                                                          Figure: Menu „Agents mapping“
Toll-free    If this check box is activated, the
waiting      telegra takes into account a so-
queue        called delayed connect for incom-
             ing landline calls. This option is
             only relevant if you have phone
             numbers in use, which are charged
             and billed per minute (e.g. service
             number from lane 0180-5).
Related      If your agents plan ad hoc call-
mandator backs, the callback client deter-
for callback mines the number signalled on
             callback as well as various other
             parameters (see point 11 - Outbound          To assign an agent or a group to a hotline, please
             clients).                                    select one or more entries from the right list and
                                                          move them to the left list by clicking on them.

                                                          Afterwards you can assign an individual post-pro-
                                                          cessing time to agents or groups. The post-pro-
                                                          cessing time ends automatically, but can be

                              Manual telegra ACD - Configuration | Version 1.0                    Page 5 of 20
manually terminated by the agent in advance.               6.1. Nodes in routing plans
The possibility of the previous termination re-
quires an authorization assigned by the adminis-           Routing plans follow a node hierarchy. Nodes
trator to the respective agents.                           form the main element of a routing plan and de-
                                                           fine the next desired action.
Whispering is only necessary if agents should
work without the telegra ACD agent interface               6.1.1. Adding and defining nodes
(WebAgent) and informs the agent in advance of
the call of the phone number and hotline dialed            Add a node by clicking the ADD icon. A dialog box
by the caller.                                             appears to define the node.

                                                           Figure: Create new nodes
6. Routing plans
For each hotline that is newly created, a rout-
ing plan with the identical name of the hotline is
automatically created. The routing plan defines
how an incoming call is handled and distributed
on this hotline.

Figure: Edit Routing plan

                                                           Please note that the desired element to be linked
                                                           to the node must first be assigned to the desired

                                                           The following node types are available:
The following buttons are available for editing a
routing plan:

 DEL        Deletes the selected node.
 CUT        Cuts the selected node with all subor-
            dinated elements and saves it to the
            clipboard for further use.
 COPY       Copies the selected node with all sub-
            ordinated elements and saves it to the
            clipboard for further use.
 INST       Inserts the previously copied or cut
            node at the end of the selected node.
 PST        Pastes the previously copied or cut
            node exactly at the selected point             6.1.2. Percentage values
            within a node.
                                                           You can specify at each node how many calls are
 ADD        Adds a new node to the desired loca-
                                                           to be assigned to this output as a percentage of
                                                           the total number of calls. For example, you can
                                                           have two groups run in parallel and distribute the

                               Manual telegra ACD - Configuration | Version 1.0                   Page 6 of 20
calls using a percentage value for each group.           Figure: DDI node editor
Please note with this type of routing that the to-
tal value in percent of all outputs must always be

6.1.3. Clipboard

In case you use a certain node structure or rout-
ing branch more often, you can copy the selected
node and thus all nodes below it by clicking on
the COPY symbol and name and save it as a tem-
plate for use in other routing plans.

Figure: Clipboard                               Nodes with more than one output: Time

                                                         Time nodes determine up to a maximum of 10
                                                         time segments as the output of a node. A new
                                                         routing branch can be defined after each output.
                                                         You define the number of outputs as well as the
                                                         times per output directly at the time node in ad-

6.1.4. Nodes with more than one output                   Figure: Time node editor

Certain nodes can have multiple exits. The desti-
nation is configured behind each output. This can
result in new routing branches. You define the
number of destinations in advance at the desired
element. The following nodes have several outputs:
• DDI nodes (direct dial node)
• Time nodes Nodes with more than one output: DDI
                                                         7. Configuration of agents
                                                         To create agents or change their configuration
                                                         please click on „Configuration“-> „Agents“.
Extension nodes can be used to extend any tele-
phone number directly leading to the ACD by up
                                                         You can now select and edit an existing agent or
to 4 digits. The maximum number of outputs is
                                                         create a new agent.
200. An additional routing branch can be defined
after each defined output.
                                                         After the selection or the click on „Create new“
                                                         you reach the configuration mask of the agent.

                             Manual telegra ACD - Configuration | Version 1.0                  Page 7 of 20
Figure: Agent selection
                                                             System         If you have divided your ACD into
                                                                            several independently manageable
                                                                            systems, you can assign the
                                                                            agents to a specific system here.
                                                             Role           In addition to the standard roles
                                                                            (ADMIN, AGENT, SUBADMIN), you
                                                                            can define your own roles and as-
                                                                            sign them rights. If you have creat-
                                                                            ed another agent or administrator
                                                                            role, you can assign it to the agent
                                                             Pause          You have the option of creating
                                                             active         certain pauses, which are marked
The following setting options are now available:             (WQ)           as „active pauses“. If an agent has
                                                                            this right, he or she can access
 Name           The agent‘s name. It is displayed                           these pause reasons.
                to administrators, team leaders                             Active pauses are usually pause
                and other agents and should be                              reasons where you can estimate
                unique.                                                     that an agent will not be away
                                                                            from his or her workplace for too
 Telephone The phone number of the agent in
                                                                            long. If an agent chooses a pause
 number    the format 022199696610, under
                                                                            reason marked in this way, he or
           which he can be reached. The ACD
                                                                            she does not receive a call, but is
           delivers calls assigned to the agent
                                                                            still taken into consideration in the
           to this phone number.
                                                                            calculation of the capacity of the
 Optional: If ordered, you can alternatively                                waiting loops he or she serves.
 WebRTC assign a softphone integrated in
                                                             Group          Here you insert the agent into the
 Softphone the ACD to the agent. Please click
                                                             mapping        desired groups and additionally as-
           on the „Activate“ button. You can
                                                                            sign a priority to the agent within
           then deactivate the softphone at
                                                                            this group. The priority levels start
           any time (the license is retained,
                                                                            at 1 (the highest priority) and end
           but cannot be used by the agent)
                                                                            at 5 (the lowest priority). The free
           or delete it (the softphone is com-
                                                                            agents of a group with the highest
           pletely removed).
                                                                            priority receive incoming calls first.
 Login          A 6-digit login ID consisting pure-
                                                             Hotline        You can also assign agents direct-
                ly of digits. The login ID cannot be
                                                             mapping        ly to a hotline and make it available
                changed and represents the user
                                                                            as a selectable destination at the
                name of the agent and must be
                                                                            agent node in the routing plan.
                communicated from the adminis-
                                                                            In this case, you can grant the
                trator to the agent.
                                                                            agent its own post-processing
 Password A password freely assigned by the                                 time.
          administrator, which is required by
          the agent in combination with the
          login ID.

                                Manual telegra ACD - Configuration | Version 1.0                       Page 8 of 20
Mandator    The assigned mandators deter-               8. Groups
mapping     mine the mandator to which the
            agent has access as part of its             In order to map the corresponding capabilities of
            outbound activity.                          several agents and add them together as a tar-
            You also specify a priority accord-         get in routing plans, you have the option of cre-
            ing to the school grade principle           ating groups and assigning the agents contained
            (also 1-5). If you are using a dial-        in them a priority according to the school grade
            er, it controls the agents with the         principle.
            highest priority within the selected
            client.                                     Figure: Group Editor
            During assignment, you also spec-
            ify which call number is to be dis-
            played to the target for outgoing
            telephone calls (client-specific or
            individual per agent). Select „Cli-
            ent-specific“ to display the phone
            number stored in the standard
            system. Alternatively, you can se-
            lect a phone number assigned to
            you in advance by telegra or the
            phone number of the agent.
Lock agent You can block agents. This means
           that the agent can no longer log in,
                                                        After selecting a group or clicking on „Create
           but its data is retained.
                                                        new“ you will reach the configuration mask of
Delete      The agent is being deleted perma-           the group. The following setting options are now
agent       nently.                                     available:
Save        Will save the settings you have
                                                         Name           The name of the group. In most
                                                                        cases, this reflects the skill or area
                                                                        of expertise of the group.
                                                         Servicelevel This value specifies how many in-
                                                         (%)          coming calls are to be accepted in
                                                                      percent in a certain time.
                                                         Servicelevel The expected answer time is de-
                                                         time (1-     fined by the service level time.
                                                         1200 s)
                                                                      Both values have no automatic in-
                                                                      fluence on routing or call handling,
                                                                      but rather serve for statistical eval-
                                                                      uation, both of the real-time data
                                                                      and within the historical reports.
                                                         System         If you have divided your ACD into
                                                                        several independently manageable
                                                                        systems, you can assign the group
                                                                        to a specific system here.

                            Manual telegra ACD - Configuration | Version 1.0                       Page 9 of 20
Inactive as   If this check box is enabled, this           9. Waiting queues
forward-      group will not appear as a possi-
ing desti-    ble destination for internal call for-       Queues are created and managed by adminis-
nation        warding for other agents.                    trators. Once defined, queues are available to
Agent         You can add one or more agents               the administrator for all his routing plans. This
mapping       to the group and additionally spec-          means that the queues do not have to be rede-
              ify the priority of the agents within        fined for each group, but can be used flexibly (i.e.
              this group. The priority levels start        several times) in the routing plans. Changes in
              at 1 (the highest priority) and end          the configuration of a queue automatically refer
              at 5 (the lowest priority). The free         to all routing plans in which the queue is used.
              agents of a group with the highest
                                                           Figure: Waiting queue editor
              priority receive incoming calls first.
Hotline       The group is assigned to a hotline
mapping       and thus made available as a se-
              lectable destination at the group
              node in the routing plan.
              Afterwards, you can assign the
              group an individual post-process-
              ing time for each hotline. The
              post-processing time expires au-
              tomatically after the time you have
              specified and automatically re-
              turns the agent to the last active
                                                           The features of the waiting queue in detail:

                                                            Name           The name of the queue. This name
                                                                           appears in the routing plan, in the
                                                                           overview of the agents assigned to
                                                                           the queue and in the overview of
                                                                           the responsible team leaders.
                                                            Max. wait This value determines the maxi-
                                                            time       mum waiting time until time Out of
                                                            (1-5400 s) a caller in seconds before the next
                                                                       destination in the routing plan is

                               Manual telegra ACD - Configuration | Version 1.0                     Page 10 of 20
Max. callers You can specify how many callers            9.1. Caller priorities in queues
per agent are accepted by the queue. The
(0.1-10.0) number is determined by the num-              Calls can be prioritized individually within each
             ber of callers per registered agent.        created queue. The priorities are created and
             Example:                                    saved in categories that are tailored to require-
                                                         ments and can be changed in their evaluation at
            Specified value: 2                           any time. The following features are available for
            Registered agents: 3                         prioritizing callers:
            Max. allowed number of callers:              •   service number
            6 (2*3 callers)                              •   caller number
Priority    Administrators can specify rules
setting     for determining the priority of the          Partial quantities can be specified for both char-
            caller elsewhere in the waiting              acteristics (e.g. „01“ for all callers from mobile
            queue. The priorities have an ef-            communications).
            fect on the handling of the caller
            in a queue and have effects on the           Figure: Editor Caller Priorities
            waiting time.
Announce-   If this option is activated, the ex-
ment of     pected waiting time is communi-
the ex-     cated to the caller when entering
pected      the queue. The calculation of the
wait time   announced waiting time is as fol-
            (Number of waiting calls +1) Aver-
            age talk time in seconds/ Number             In addition, phone number lists can be stored
            of agents in call                            via CSV or API connection (regarding the use of
            The average talk time refers to the          the telegra ACD API‘s, please contact your per-
            last 15 minutes until the start of           sonal advisor or simply use our API descriptions
            the calculation.                             at
SMS notifi- It is possible to automatically send
cation      an SMS with any information to               In addition, two different rating strategies qualify
            waiting callers from the mobile              callers:
            network after a waiting period
            specified by the administrator.              Static: A static evaluation of the priority leads to
            In addition to the content of the            the fact that current calls are always preferred
            SMS, you can also specify which              with higher priority regardless of their waiting
            phone number should be dis-                  time.
            played as the sender.
                                                         Weighted: In the weighted strategy, the waiting
                                                         time is taken into consideration in addition to the
                                                         predefined order of priority categories. A call with
                                                         a lower priority, but a much longer waiting time,
                                                         is then given priority over a call with a higher pri-

                             Manual telegra ACD - Configuration | Version 1.0                     Page 11 of 20
Figure: Mandator editor

10. Mailboxes
An unlimited number of mailboxes can be config-
ured and stored in an unlimited number of routing
plans as outputs or end nodes. Any announce-
ment can be selected for each mailbox. Mailbox
recordings can be downloaded as MP3 or sent
by e-mail. For an additional charge, a monitoring
function can be set up by telephone in addition to
e-mail transmission.

Figure: Mailbox editor

                                                          The configuration options of an outbound man-
                                                          dator in detail:

                                                           Name           The name of the mandator. In
                                                                          most cases, this name reflects
The use of this option includes the notification of                       the skill or area of responsibility
new languages by e-mail and/or SMS, for which                             expected of the agent when the
additional costs are incurred.                                            mandator is used.
                                                           Transmitted Defines the phone number that is
                                                           telephone to be displayed to the destination
11. Outbound-Mandators                                     number      for outgoing calls.
                                                           Recording You can determine whether
The telegra ACD offers agents the possibility to           possible  agents are allowed to record con-
make outgoing calls. This requires that custom-                      versations conducted through this
er-specific mandators are created in the ACD                         client.
system and the desired agents are provided for
                                                           Recording      Determines the type of recording:
                                                           side           • Only the agent will be recorded
Mandators map the authorizations for permitted                            • Only the caller will be recorded
actions and the behavior during and after an out-                         • Both parties will be recorded
going call.
                                                           Listening      If this right is activated, team lead-
                                                           possible       ers have the opportunity to listen
                                                                          in on conversations conducted
                                                                          about this mandator.

                              Manual telegra ACD - Configuration | Version 1.0                       Page 12 of 20
Dialer active If you activate a dialer for the            11.1. Scheduler: Scheduled outbound
              mandator and define outbound                calls
              requests, the agent can start and
              stop the dialer manually after the          If a scheduler is activated on a mandator, both
              mandator has been selected.                 the agent and the administrator can schedule
                                                          and control outgoing calls. For example, callback
Working     You can set whether a post-pro-
                                                          requests can be tracked, assigned and processed
time dialer cessing time is allowed for calls
                                                          with this function.
            controlled by the dialer.
Consultation Administrators can determine for             Figure: Menu Scheduler
possible     each client whether outgoing calls
             can be toggled or not.
Consultation Defines the audio file that will be
announce- played during the toggle process.
Consultation Administrators can limit the maxi-           The Scheduler offers the following setting op-
Timeout      mum ring time during the call tog-           tions:
                                                           Automatic If automatic call dialing is activat-
Working     Administrators can set whether
                                                           dialing   ed, scheduled calls are automat-
time single outgoing individual calls are grant-
                                                                     ically initiated at the desired time
call        ed a post-processing time.
                                                                     and offered to agents.
Working      Defines the duration of postpro-
                                                           Outworking Scheduled outgoing calls can also
time         cessing for individual and dialer
                                                           time       be granted a post-processing time.
duration     calls.
                                                           Handle         If this option is activated, sched-
Call         If a quick and uncopy call evalu-
                                                           calls in       uled calls, which can also be de-
classifier   ation is required, you can create
                                                           WQ first       livered to inbound agents, are only
             different sets of classifiers and link
                                                                          processed after existing queued
             them to a mandator. The activa-
                                                                          calls have been processed.
             tion of a classifier determines the
             selection of entries that are avail-          Consider       You can set whether scheduled
             able in the post-processing of a              inbound        calls are to be delivered to inbound
             call.                                         agents         agents. As with any outgoing call,
                                                                          the agent is called first. The con-
                                                                          nection to the destination is not
                                                                          established until the agent has an-
                                                                          swered the call.
                                                           Consider       If this option is activated, agents
                                                           outbound       that are in outbound mode of the
                                                           agents         ACD are taken into consideration.

                              Manual telegra ACD - Configuration | Version 1.0                     Page 13 of 20
Selection    If both options (inbound and out-         11.2. Dialer and outbound requests
    strategy for bound agents) are activated, the
    agents       selection strategy of the agents          An optional dialer can be assigned to an out-
                 can be defined. The following op-         bound mandator. A dialer describes an automat-
                 tions are available:                      ic dialing program that automatically initiates an
                                                           outbound call based on predefined data records
                •   Equal treatment for inbound            and delivers it to the agent assigned to the man-
                    and outbound agents                    dator.
                •   Outbound agents before inbound
                    agents                                 Figure: Extract from selection menu „Dialer“
                •   Inbound agents before Outbound

11.1.1 Scheduled Requests
                                                           11.2.1 Outbound requests
Scheduled requests can be uploaded by an ad-
ministrator via CSV or created manually via an             Under the item „Outboundrequests“, calls can be
input form and changed later.                              uploaded, processed and evaluated as CSV files
                                                           for the dialer of a mandator.
Figure: Request Overview
                                                           Summary Outbound requests
                                                           he summary provides a quick overview of the
                                                           number of uploaded requests and their status:

The existing requests can be filtered according to         The view of the uploaded outbound requests can
the following criteria:                                    be filtered according to the following criteria:
                                                           •   Time of import
•     Status
      • active                                             •   Last call attempt
      • inactive                                           •   Release cause (reason for the end of the call)
•     Creation date                                        •   File name - Name of the uploaded CSV file.
•     Next planned call                                    •   Phone number (destination)
•     Agent                                                •   Number of dialing attempts
•     Number                                               •   Operation completed
                                                           •   Successful y/n

                                                           Filters can also be applied inverted.

                               Manual telegra ACD - Configuration | Version 1.0                           Page 14 of 20
Actions                                                      12. Subadmins
    Upload     Opens the dialog for uploading a
                                                             Main administrators have the option of creating
    requests   CSV file.
                                                             any number of additional administrators. An ad-
               Expected format:                              ministrator can be assigned an individual, previ-
               0221XXXXXXX;Note: Information                 ously configured role with different rights.
               text for the call
                                                             Figure: Admin Editor
               0173XXXXXXX;Note: New infor-
               mation text for the call
    Display    Displays duplicate entries based
    duplicates on the phone number. If required,
               these can be deleted manually
               from the list afterwards.
    Export     You can select one or more out-
    selected   bound requests in the overview
               and export them as CSV.
    Deactivate Selected outbound requests are
    selected   deactivated, but not deleted.                 The following information is required to create a
                                                             new administrator:

                                                             •   name
Request overview
                                                             •   telephone number
In the overview, administrators can see the fol-
lowing information for each entry:                           •   password
                                                             •   Email Address
•     Destination phone number                               •   System assignment
•     Number of maximum dialing attempts by the              •   Role (Standard: ADMIN)
•     Operation completed y/n
•     Successfully completed y/n
•     Release Cause
                                                             13. Role settings
•     File name: Which call belongs to which CSV             telegra ACD offers the possibility to define differ-
      file.                                                  ent roles for administrators and agents. Further-
•     Import time (upload date)                              more, a role can be assigned to the main system
•     Call remarks                                           and / or several subsystems (Systems: see point
Figure: Detailed overview outbound requests

Uploaded requests can be edited manually after-

                                 Manual telegra ACD - Configuration | Version 1.0                    Page 15 of 20
13.1. Administrator rights                                Consultation Admins can activate the function
                                                                       of brokering and manage the as-
Team-    Determines whether an admin                                   sociated settings.
Commader has access to the team leader tool               Manage-        Admins may create and manage
Use      (TeamCommander).                                 ment of        classifiers (call reasons) for the In-
Admin-      Determines whether an admin has               classifiers    bound mode.
istration   general access to the admin inter-            Manage-        Admins may create and manage
rights      face.                                         ment of        classifiers (call reasons) for Out-
Outbound Determines whether an adminis-                   outbound       bound mode.
request    trator can view, upload, and pro-              classifiers
management cess outbound requests.                        Waiting        Admins have access to the special
Record      Determines whether a team leader              times          statistics „Waiting times overview“.
calls       is allowed to record incoming calls           overview
            ad hoc.                                       statistics

Record   Determines whether a team leader                 Lost caller Admins have access to the special
outbound is allowed to record outgoing calls              statistics statistics „Waiting times overview“.
calls    ad hoc.                                          Listen to      Team leaders may listen in on in-
Whispering Determines whether a team leader               calls          coming calls.
mode       is allowed to direct agents during             Listen to      Team leaders may listen in on out-
           the conversation (only the agent               outbound       going calls
           hears the team leader, virtual side-           calls
           by-side coaching).
                                                          Scheduling Admins are allowed to upload and
Whisper-  Team leaders are allowed to coach               management edit scheduled requests.
ing mode to agents even during outgoing
                                                          Wallboard Admins can also log on to the telegra
(Oubound) calls.
                                                                    Wallboard with their credentials.
Conference If this right is granted, a team lead-
                                                           Admins may activate and configure
mode       er can join an existing incoming
                                                           a dialer for mandators.
           call by conference.

Conference If this right is assigned, a team
mode       leader can join an existing outgo-
(Oubound) ing call by conference.
Management Admins have the right to edit the
of statistic column settings of the individual
columns      statistics.
Priority    Admins can create, manage and
settings    delete caller priorities.
Display      Team leaders are allowed to see
call history the agents‘ call history.
Last Agent Admins can activate the Last Agent
Routing    Routing function on hotlines.

                             Manual telegra ACD - Configuration | Version 1.0                       Page 16 of 20
13.2. Agent rights                                        Systems can be assigned hotlines, outbound cli-
                                                          ents, groups, agents, administrators and team
 Free          Determines whether agents are
 Seating       allowed to log on with a freely en-        Assigning a subadministrator to a subsystem
               tered telephone number.                    means that he or she can only see the elements
 Forwarding Agents can forward incoming                   assigned to this system and the associated sta-
            and outgoing calls with assigned              tistics, and edit them according to authorization.
                                                          Figure: Systemoverview
 Toggel     Agents can toggle incoming and
 calls/     outgoing calls.
 Terminate     Agents may record incoming and
 call          outgoing calls ad hoc.
 Activate / Agents can register and deregister
 deactivate from skill groups independently.
 routing with-
 in groups                                                15. Service number mapping
 End agent’s Agents may terminate a status
                                                          You can assign a freely definable name to the
 state       (e.g. the rework time) before the
                                                          number called by the caller for incoming calls.
             assigned timer has expired.
                                                          Agents then see the text defined by the admin
                                                          instead of the phone number. This also helps to
				                                                      identify and classify the caller request and its or-
14. Systems                                               igin.

The telegra ACD can be partitioned into sepa-             Figure: Service number mappings
rate systems each with its own hotlines, groups,
agents, administrators and team leaders. This
function serves the necessary separation of
structures within a company or organization.

Figure: Edit system

                              Manual telegra ACD - Configuration | Version 1.0                    Page 17 of 20
16. Adressbooks                                             Figure: Edit call classifier

It is possible to store an address book that is
globally visible for all agents, separated accord-
ing to the Inbound and Outbound modes.
Contacts can be created manually or imported
via CSV file. The expected format for the CSV im-
port is as follows: ‚Number;Contact name‘.

Figure: Adressbook Inbound
                                                            1st selection:
                                                                • Positive conversation or negative conver-
                                                            2nd selection when „positive call“ is clicked:
                                                               • Sale
                                                               • Information about products
                                                            3rd selection when „Sale“ is clicked:
                                                                • Product A
                                                                • Product B

                                                            This will result in the classification path: „Positive
17. Classifiers                                             call“ -> „Sale“ -> „Product A“.

Classifiers form a set of entries from which an
agent can select to evaluate the call after an out-         18. Pause reasons
going or incoming call.
                                                            telegra ACD offers the possibility to provide
Classifiers are linked directly to a hotline or a cli-      agents with a selection of break reasons. A pause
ent and appear in the agent interface only after            is usually manually activated by the agent if he is
a call via this hotline or this outbound mandator.          not available and cannot receive calls or is not
The link can be set in the configuration mask of            available for the dialer to dial.
the hotline (see item 5.1 - table entry „Call Classi-
fiers“) or of the client or during editing of the clas-     Alternatively, team leaders can use the Team-
sifier.                                                     Commander to pause an agent or end the agent‘s
                                                            pause (if the permission has been granted).
Depending on the entry, classifiers can be divided
into further subordinate entries and displayed to           Pauses can be set to a maximum duration if
the agent for selection. For example, a classifica-         required. After the set maximum duration of a
tion path can be created and evaluated that con-            pause (in seconds) has expired, the agent will au-
tains several pieces of information.                        tomatically be reset to the last state valid before
                                                            the pause.

                                                            Pauses can be named freely and made visible for
                                                            Inbound, Outbound or both modes.

                                Manual telegra ACD - Configuration | Version 1.0                      Page 18 of 20
In addition to the maximum duration of a pause,            20. Statistics
a color can be selected for better identification
for team leaders.                                          The telegra ACD offers extensive statistics on dif-
                                                           ferent levels for the analysis and control of your
Figure: Pause reason
                                                           telephony in the service center.

                                                           20.1. Settings and column visibility

                                                           For each system, administrators can display or
                                                           hide columns and the associated key figures for
                                                           both incoming and outgoing telephony. The col-
                                                           umn visibility can be set for the following statis-
                                                           • Agent statistics
                                                           • Group statistics
                                                           • Hotline statistics
                                                           • Outbound agent statistics
                                                           • Outbound client statistics
                                                           • Outbound Agent EVN Statistics
18.1. Active pauses                                        • Outbound client EVN statistics
                                                           • Outbound Request Statistics
Pauses can be marked as so-called „active“ paus-           • Scheduling statistics
es. If an agent selects an „active pause“, he will
not receive any more calls, but will still be count-
ed as an available agent in the capacity calcula-          20.2. Statistic jobs
tion of a possible queue.
                                                           Configured reports can be sent automatically via
This setting makes sense if administrators know            telegra ACD and at freely definable times to one
during certain pauses that the agent is only tem-          or more recipients by e-mail.
porarily out of action and the resulting waiting           Figure: Menu Statistic job
time is reasonable for the caller.

19. Audio file management
Announcements and other audio files which are
to made available in the ACD are uploaded and
managed centrally via the routing and IN plat-
form „telegra CONTROL“. Announcements up-
loaded there are automatically available in the
ACD at various places as a selectable option:
•   Queue prompts
•   Announcements as destination in routing
•   Mailbox announcements

                               Manual telegra ACD - Configuration | Version 1.0                    Page 19 of 20
21. Real-time monitoring
In the monitoring area, administrators can get a
quick overview of the status of the various ACD
elements in real time, even without a teamleader
•   Hotline load
•   Real-time status of currently incoming calls
•   Current status of the agents of a group and
    group load
•   Current status of individual agents. Agents
    can also be paused, logged in and out or un-
    locked from the portal.
•   System overview on a daily basis: number of
    calls, active hotlines, agents and groups.

Figure: Agents overview

                            Manual telegra ACD - Configuration | Version 1.0   Page 20 of 20
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