TABLE OF CONTENTS





What is the Euphoria Telephone Management System (TMS)? 

The Euphoria Telephone Management System (TMS) assists organisations to understand their telephony and helps them to control, track and analyse their system activity. Incoming and outgoing call costs and trends, agent performance, and detailed customer experience information is all readily available. There’s never been an easier way to pinpoint bottlenecks in the system, or frustrations your customers may face.


Browsers and Operating Systems

TMS can be used on any web browser but is optimised for Google Chrome. TMS’ desktop applications have been developed for Microsoft Windows only. Mobile applications for both IOS and Android are available in the respective app stores.




General System Information

TMS User Roles

Before setting up TMS, it is important to understand the different user roles that are available. TMS has three predefined user roles:



PBX Admin (Super User)

The PBX Administrator is the topmost level and has full administrator privileges. By default, the first person to create a TMS account within an organisation assumes this role. 


The PBX admin assigns roles to others within an organisation. Usually, only one person in a company holds this role. 



Manager

A manager can create, manage and control functionality within TMS, in addition to being able to make changes to extensions.   



Extension User

An extension user can only control their own extension. Extensions can be set up to work in campaigns and queues, or simply be allocated to a desk. 



Setting up a TMS Account

To get started, obtain the TMS sign up URL and account login details from the Euphoria support team. This link can be used to sign up and create the organisation’s first TMS account. 


Please bear in mind, the first person to sign up using this link will be designated as the PBX Administrator. The PBX admin has full control of the system and usually performs the setup. 


After receiving the URL and login details, the admin can proceed to the TMS page. 



TMS Login

Users can log into TMS via the TMS URL using their company email address and the password provided.


If a user cannot remember their password or has lost it, they can recover it using the password recovery link on the login page.


After logging in to the PBX admin account, the user will be redirected to a list of assigned 

accounts to choose from. Once an account is chosen the user will be directed to the TMS Dashboard. 




TMS Dashboard 

The TMS Dashboard provides an intuitive and easy-to-use control panel where users can manage different aspects of their account. Dashboard options will differ depending on the account level (PBX admin, manager, or extension user). 


Dashboard elements will also vary depending on the account type. When a PBX admin opens the dashboard, an accumulative history of outgoing calls, incoming calls and company costs are shown. Basic billing details, as well as the most recent activity across the entire company, are also shown. 


From the dashboard, users can change their profile pictures and reset their passwords. 




Dashboard Pages

Certain pages can be exported or printed - this function is available in the “Options” dropdown at the top right, before the report content. 


The Options dropdown may also include an “Options” button where any advanced filters will be visible, and information criteria can be specified. 





Billing & Accounts

The Billing & Accounts tool includes account details, information on the company’s monthly expenditure, and voucher details and history. 



Account Details

These include financial and company details. Here, users can also view a detailed monthly cost summary, edit billing details, renew services and buy airtime. 



Transaction History

The Transaction Summary page includes transaction totals by card type, transaction type, and result code (reference/invoice number) for the period that the user specifies. This statement can also be printed. 



Voucher History

A voucher is a document which proves that a monetary transaction has occurred between Euphoria and a client. 


A payment voucher takes the place of cash in a transaction, acts as a receipt, or indicates that an invoice has been approved for payment. Top-up vouchers can be entered here and users can view their voucher history, including values. 



Orders

This page contains a record of all unprocessed transactions on an account. Unprocessed transactions happen when a user wants to confirm details, increase or decrease an amount, or because future payments have been set up. A user can complete payments from here directly without having to do the same transaction again from the beginning.




TMS Users

Within the TMS Users tool, a PBX admin can create managers, set permissions, create roles and distribute extensions. 

Managers allocate specific permissions to extension users. 
They can restrict or enable actions depending on what the 

extension user needs to do. The information that managers get on their reports varies according to what permissions are enabled on each extension.

 



 









Managers can take ownership of their department’s extensions directly with the “Put Under Management” icon. This enables the manager to set permissions for those extensions. 



Adding a Manager

Here, PBX admin can add new managers to a company account. Different managers can be created within a company - for instance, a sales manager or accountant. An accountant may only need to access “Billing & Accounts” menu items, whilst a sales manager will need to be able to see their team members and the data relevant to them.



Permissions

Permissions are given to managers by administrators. Managers can give permissions to extensions that they manage. These permissions are set to ensure a manager or extension has the correct functionality to easily execute their specific tasks and responsibilities. 


Before setting a manager’s permissions, the PBX admin should make sure they have chosen the correct manager. 


Permissions are set according to their type. The options available for an extension type and manager type differ.


Remember: If certain permissions are not enabled for a manager, that manager will not be able to enable those permissions for any extension users under them.



Roles

A role is a set of permissions that can be used as a template and applied to other users.

Bear in mind that the permission options available differ between user types.  

                                                                                                           

By applying a role, the permissions applied in the role will be applied to that user. User roles usually correlate with their department function, but can also be tailored to an individual's job function. 


For example: An administrator role can be allocated to an extension within the finance group or within the sales group. This role will then be called “Finance Administrator” or “Sales Administrator”. 


Note: Should a user’s permissions be updated after the role is applied, their role will change to “Custom” as they are no longer within the scope of that role. Should a role be updated, then each user having that role will be updated accordingly.



Distribution

Distribution is when an ExtensionQueue or Campaign is allocated to a manager. In order to do this, these objects will need to have already been set up (these will be discussed in their own chapters).


Distribution can also happen automatically, such as when a manager creates a queue or campaign.


Distribution differs from ownership. If an extension is distributed to a manager, it will only be visible to them. If they own an extension, they will be able to view it and set permissions for it.


Distribution can also apply to several managers, i.e. an extension can be visible to multiple managers, like a direct report and a quality manager, but can only be owned by one manager.


An extension can be distributed (or allocated) to/by several managers in the “TMS Users/Manager” menu under the Distribution tab.


If it is not already owned, a manager can take ownership of an extension that is distributed to them by selecting the “Put Under Management” button within the extension settings in the Distribution tab.





DID Manager

Direct Inbound Dialling (DIDs) numbers are an organisation’s telephone numbers. Within the DID manager tool, an administrator can view and manage DIDs assigned to their account. 



Telephone Numbers  

Within this sub-menu, an administrator can see all DIDs, a description of each number and which PBX account the DID is saved in.

 

The description of the DID can be edited as needed.


A user is able to request new DIDs, edit existing DIDs’ details, or delete a DID if required.   






Randomise Pools

The purpose of a randomise pool is to choose several DIDs to call a customer from. This gives an agent the advantage of not being recognised by the recipient. In other words, when an agent has to make multiple calls to the same contact, using randomise pools ensures different DIDs will show on the contact's phone. 


Each randomise pool is a group of numbers that can be allocated to an agent or to a dialer campaign (this will be covered in the relevant chapters). 


A user can add, edit or delete randomise pools. Only numbers that exist within an organisation’s account can be added to a randomise pool, and this functionality is only usable by agents.




PBX Manager

PBX Manager is where the bulk of the system setup and configuration is done. This section needs to be completed to ensure correct functionality for all other sections of the TMS. Extensions, managers, groups and roles can only be created, enabled and used once this setup and configuration is complete. 



PBX Settings

Basic Settings

The PBX settings are global to the company’s account settings, which can affect all extensions and calls. 


For each call, there is a Caller ID number, and for systems that support showing text, a Caller ID Name. These settings provide the default, at a customer level, for outgoing calls. For anonymous calling, apply the “Hide Caller ID” button. 


For Caller ID to be used at an extension level, the PBX admin should select “Allow Personal Caller ID”, this allows extension level settings to take precedence. 


In multi-branch environments be wary of customer level Caller IDs, as the call may return to the incorrect office. 


The default hold music is the base global music in TMS, which will be used across the board, including on outbound calls, queues and hunt lists. This can be overwritten on an individual basis for queues or hunt lists. 


The sound and language pack is the system voice that will play to internal and external callers. Customised voice messages can be recorded for the IVR menus, however, when the TMS system uses options like “Voicemail Administration”, the system voice will be used.  


The next 3 settings are related to the parking lot - a hold

that can be retrieved from any extension. To retrieve parked calls, users need to be advised of the incoming calls’ parking number. Users can then dial the parking lot number from any extension.


To park a call, it must be transferred to the parking lot extension shown on the PBX settings page. The PBX admin must set the “Parking Lot Timeout”, which is the maximum time a call will be on hold before it returns to the extension that parked it. This is also called the “Hold Time”. 


Pickup groups

Pickup groups are useful when the company has a segmented layout. Pickup groups enable a call to be picked up at any extension that is part of the group. Users can pick up calls by dialling the pickup feature code. 


To add a pickup group, select an unused group number from the selector (from 0 to 40), then click on the extensions that are members of this group. When the code is dialled, it will ring at any extension that is part of the group. When more than one call is made to a pickup group, the system will put the calls through in order of which call was received first.



Feature Codes

Feature codes are preset key sequences (shortcuts) that enable extension users to access a function. There are several functions that can be tied to a feature code. 


For example: A shortcut key can be created to enable a pause code, speed dial, or to transfer a call to a queue. The system will respond with interactive voice prompts. These are set up according to the company’s needs by the Euphoria pre-production team during the initial setup that is completed before go-live.



Pause Codes

Pause codes are used to indicate why a participant/agent is not available for calls and can be set according to the company’s needs. 


Pause codes can be created by a PBX admin and used by any extension enabled to do so. To create a new pause code the admin needs to specify a name, a code (number), a threshold and whether it is Productive or not. Pause codes can be used via the Agent Workspace interface or via feature codes, with the numeric code specified.  


A threshold is set on each particular pause reason and is there to indicate the maximum expected duration that the pause should be active, i.e. to indicate when an agent has gone over their allotted pause time. When this happens, an alert will be created and flag the agent in Realtime Monitor.


A pause can be productive or unproductive. For example: 

  • Productive: An agent is not available to take calls but is working on other matters, like meetings or training.
  • Unproductive: The agent is not working and is on a lunch or a bathroom break. 



Voice Recordings

Voice recordings are the media files that play at different points in a user’s IVR Menu or inbound route. They can also be used for queue announcements.


There are 3 ways a recording can be created:


  • Upload a message from the administrator’s browser

  • Download the Voice Menu Recorder application from within TMS and upload a recording. 

  • Dial the feature code *31 to record a message. 

 

The computer’s microphone is used to record a voice recording in the browser or the Voice Menu Recorder app. Select the “Record” button to record your voice. If nothing is recorded, check that the microphone is connected and the browser supports this option.


To upload a voice recording, the user can choose a file from their computer by selecting “Browse” and choosing an MP3 or WAV file to upload. The file cannot be bigger than 5MB.


The user can rename any voice recording file by clicking on the “Edit” button. Users can listen to any recording by selecting “Play” in the list overview. Recordings that are in use by other elements in TMS (queues, IVRs etc) cannot be deleted. 



Music on Hold

Music on Hold (MoH) files play when a caller is on hold. 


To add these, create a folder to house the music files, and give the folder a name and description. Files in a folder can be sorted alphabetically or randomly. 


Once the folder is created, music files can be added by selecting them from the administrator’s computer. The same restrictions apply to Music on Hold files as voice recordings.


It is possible to have multiple folders, with different files for different purposes. For instance, individual queues can have different music. Music on Hold does not have to be music only, and can include advertisements or announcements, for example. 



Queues

Call queues coordinate incoming calls. Employees who are members of a queue will receive calls in a specific order, depending on that queue’s settings. Queues are useful when there are many callers and few agents, as well as for statistical purposes, for example understanding how long a client waited before they spoke to an agent, or which agents are fielding more calls.


The queues list shows queue names and descriptions. A PBX admin can edit a queue or delete it if it is not currently in use. Queues can be set up to play announcements and music when callers are waiting. 

  

When creating a queue, give the queue a name, a description and choose whether it is an inbound or outbound queue. Each queue type has very different features. 


Outbound Queue Features

  • Outgoing queues are virtual queues and not actual queues. These merely use the queue events to create statistics and reporting functionality on outbound calls. 

  • Service Level Agreements (SLAs) set out how long agents should wait before hanging up a call. SLAs are set up by the company to ensure its agents adhere to the company’s requirement of how long agents should wait for a call to be answered. 

  • Dispositions can be enabled or disabled, and an admin can add disposition tags as outlined in the campaign manager section.

  • Admins can add members to the queue. 

Inbound Queue Features

  • Entry Conditions: 

    • Maximum Callers: This sets the maximum size of the queue. If a queue is full, callers will be sent to the next step in the dial plan. 

    • Callers can enter this queue: This option allows the admin to control entry to a queue. 

    • Note: If a caller is prevented from entering a queue because there are too many callers or no available agents, the system will continue to the next entry in the hunt list. If the call was not directed to the queue by a hunt list, the call may fail. If a queue is not part of a hunt list, we recommend that the “Regardless of Agent/Member Presence and Availability” option should be used. 

  • Position and Hold Time Announcement: These options can be enabled to automatically inform callers of estimated hold times and their position in the queue. An admin can set how often this announcement should play. The announcement frequency is timed from the beginning of the announcement. 

  • Periodic Announcement: A recording can be played to callers after a specified amount of time. This can be chosen from the list of voice recordings that have been loaded to the system.

  • Connections and Ring Strategy:

    • Weight/Importance: This allows the administrator to prioritise queues for incoming calls, the lower the weight, the higher the priority a queue will have over others. For example, if calls arrive simultaneously in two queues, the one with the higher priority will be handled first.

    • Connect to Agents in Parallel: Sets whether calls are connected to agents in parallel or in sequence. In other words, each call is considered as it arrives, regardless of its position in the queue as opposed to processing in serial where only the call first in line is considered. This is highly recommended for all queues.

    • Ring Strategy: Determines how to distribute a call to agents, for example, try each agent in round-robin fashion or ring all phones at once.

    • Ring Busy Agents: Sets whether or not a call should be sent to an agent who already has a call in progress.

    • Agent Ring Timeout: Determines how many times to ring an agent before moving on. 

    • Retry: Specifies how long to wait before trying the next agent. 

  • Agent/Member Settings:

    • Report Hold Time: The agent can receive a message played to them stating how long a caller was on hold. 

    • Announcement: The agent can have an announcement played to them when the call connects. This is useful if an agent is a member of two queues at the same time, for example, as the queue name can be announced. 

    • Wrap-up Time: How long after a call an agent is considered unavailable. This allows for dispositions and wrap-up admin work to be completed before the next call. 

  • Service Level Agreement (SLA): Most call centres commit that a certain percentage of calls will be answered within a chosen time period. This does not affect the time a caller is allowed in a queue, but rather provides reporting on whether or not the agents are sticking to the SLA. This is more fully described in the analytics chapter.

  • Miscellaneous:

    • Music on Hold: The administrator can choose the hold music.

    • Queue context: This allows callers to press a number on their keypad to execute a function. For example: Press zero at any time to leave a voice message. The options listed are IVR menus, and the IVR needs to be prepared and enabled before this function can be used. 

  • Dispositions: Can either be enabled/disabled for queues. From here an admin can add disposition tags as described in detail in the campaign manager sub-section.


When the administrator clicks on the “Add members” button, a dropdown will appear where the admin can choose the extension as well as the penalty. This provides a mechanism for prioritising available agents inside a queue. The higher the penalty, the less an agent will be considered for selection.


Once an admin has created a queue, the TMS will be updated and the queue will come into effect immediately. 


To assist admins to manage queues, the main queue page features a queue overview. Here admins can see the queue name, type and description, and can edit, delete or add a webhook to the queue. 


Adding a Webhook 

Webhooks are ways of integrating into applications at certain times before/during/after a  call. Webhooks need to be set up in the Integration Centre sub-menu, under the API & Integration Menu, before they can be used. Webhooks will be discussed further in the API & Integration Menu.



Conference Rooms

A conference room is a location that multiple members can dial into in order to have a single conversation. Callers can join a conference room from inside (by transfer or feature code) or from outside the company using a direct line, making it a very flexible tool.The conference room is protected by a PIN number so that only invited parties can join a call. 


The main conference room page shows a list of all existing conference rooms. Permanent conference rooms are fixed rooms which can be used for any meeting at any time.


When a conference room is added, a room number has to be created. A description can be added for each conference room, which will be shown on the main conference page. Admins can set a PIN and a participant limit to avoid the facility being abused. There are 2 PIN options: 


  • PIN: This identifies an entrant as a normal user to be added to a conference. 

  • Administrator PIN: Allows the user to perform certain administration functions within the conference room. 


A number of conference options can be enabled:

  • Wait until an administrator enters the conference: Will not allow normal users to enter until a conference administrator is present.

  • Quiet: Does not play prompts on entry and exit.

  • Prompt user for their name on entry

  • Announce user(s) count on joining a conference: Will announce the number of participants when someone joins the conference.



Mailboxes

The mailbox page presents a list of the company’s mailboxes. The list includes mailboxes for each extension and special mailboxes. 


Extension mailboxes cannot be edited from this page, and are covered in the relevant chapter.


Special mailboxes are not linked to any extension and are often used for a communal voicemail - like after hours support. Special mailboxes can also be used for Hot Desking, which allows users to use an extension as their own by providing credentials as they provide a username (mailbox number) and password (PIN) combination that can be used for authentication..


 Special mailbox features:

  • Mailbox number 

  • Mailbox owner’s name 

  • PIN to listen to mailbox messages 

  • Email address for message notifications (if enabled)

  • Deletion: The admin can set whether a message is deleted after the voicemail is delivered. Mailbox messages are automatically deleted after 3 months



Hunt Lists

A hunt list is a sequence of actions that will be executed in a predetermined order. The order of actions is important, as they are processed sequentially. 

 

The main page shows existing hunt lists with their name, description and the “edit” and “delete”  buttons. To create new hunt lists, select the “add hunt list” button and add a name and description to indicate what the list will be used for.  


When creating a hunt list, the first thing the administrator decides is what to do when a call goes unanswered. This becomes the final step in the hunt list thereafter. 


There is no limit to the number of steps that can be added to a hunt list, and the order can be changed at any time by moving an option up or down. The 3 options are:

  • Announcement

  • Ring Group

  • Queue


The following settings are available for each option:

  • Announcement

    • Announcement: Chosen from the list of available recordings in the system.

  • Ring Group

    • Extensions to ring as well as other numbers such as cellphone/other external numbers. 

    • Ignore transfers: This will prevent the system from sending the caller to voicemail. This should always be enabled to send the caller to the next step in the hunt list. 

    • Ring time: How long it rings before the announcement is played. 

  • Queue

    • How long to wait in a queue: the maximum length of time the caller should be kept waiting in a queue before they are moved to the next step. 

    • Play ringtone: Play a ringing tone to the caller instead of hold music.



IVR Menus

Interactive Voice Response (IVR), also known as an "Automated Attendant", is a menu system that allows people to interact using dual-tone multifrequency (DTMF) tones on the caller's keypad. IVR systems generally respond with a pre-recorded audio file at each step to direct users further. 


IVR systems allow the caller to direct themselves to their required destination using the keys on their phone, for example "Select ‘1’ for Sales, or ‘2’ for Support”. Each selection/digit within an IVR can be set to a particular destination. 


Admins can create and link IVRs. These linked IVRs can direct callers to a range of different endpoints. To inform a caller what number to press, the administrator needs to activate the relevant “Announcement To Play” from the list available.


To create the IVR, the keypad mapping section needs to be configured. Each key can be configured to perform an action. Certain non-numeric options are also available:

  • Timeout - is used when a caller does not press any keys. 

  • Invalid - is used when a caller presses an unassigned option. 


When either of these two options occurs, the admin may want to repeat the menu or play an announcement and then repeat the menu. 


The general parameters on an IVR are:

  • Menu timeout: The amount of time in seconds that the caller has to press a key option. If the  caller does not press a key the “Key Press Timeout” menu option will automatically be selected.

  • Key press timeout: The time the system will wait between key presses, for example, if a sequence of digits is being entered.

  • Extension/feature codes dialling at menu: Enables the system to redirect the call to an extension or a feature codeKey press timeout also affects this as extensions are typically 3 digits long and the wait time will ensure that the entire extension is taken into account. 


Note: If this menu is used first on an inbound route, the ring time before playing an announcement will be used. This means the system will ring for the same amount of time as it would before playing an announcement.



Inbound Routes

Inbound Routes is a list of actions that determine how a call coming into the company will be handled. These actions can be to send the call to an extension, queue, IVR or a preset script.  


Routes can be set as operator-based or time-based. Time-based actions happen automatically depending on a schedule or given time and date, whereas operator-based can be manually adjusted. For example - a receptionist might toggle between office hours and after hours, or a route may automatically go from office to after hours based on time and day of the week. 


With inbound routes, “handlers” refers to the set of conditions that will govern whether a call matches a route or not. An “Any” or “Catch All” handler is a default that will match any condition.




The left hand pane shows the available DIDs mapped to the PBX. Each DID will have a route already mapped, but may not have any actions configured. 


To drill down into the tree structure, select a DID. As a level is selected, the corresponding information will show in the right hand pane. There are 4 levels. It is possible to have multiples of a single type of handler present in routing (for example multiple time conditions) but not across types. In other words it is not possible to have time-based conditions on an operator-based route or vice versa. 


The order in which handlers are listed is the order in which the system will execute them. This order can be changed as needed. Once it finds a match, the system won’t try further handlers.


Inbound Routes Settings

The initial level of settings allows the administrator to choose between time-based and operator-based type routes. It is important to note that the order of the handlers affects which is executed, and that types of handlers cannot be mixed within an Inbound Route. If the handler type is set to blank, the route will be removed.


Time-based Handlers
  • There are 3 preset schedule options for quick and convenient selection.

  • Date and time can be modified for the new handler option (the * represents the “any” option). 

  • When a handler is created, the system will automatically create a default action that simply hangs up the call. 


Operator-based Handlers
  • Controlled manually by an operator (e.g. receptionist)

  • It’s recommended to always use the “Any” handler at the end of a route. 

Route Level Settings

When the action group is set to operator-based, the handler can be set as either “Day”,”Night”, “Temp” or “Any”. It is useful to always end with an “Any” handler to cover any hours outside of those the administrator might have specified with other handlers. The “Temp” handler is often used as a routing handler for occasions such as company functions or public holidays.


When the Action group is set to time-based, the handler date and time can be be chosen from 3 presets:

  • Catch-All, which represents any time and date.

  • Weekend, which includes Saturday and Sunday, at any time.

  • Office Hours, which includes Monday to Friday, from 8am to 5pm.


Once a time-based handler is chosen, it can be customised to suit requirements. 


Note that once a route level setting is chosen, a “Hangup” action will be created by default, and should be modified to the desired action.


Action Level Settings

Action level settings allow the administrator to choose from a list of actions:

  • Queue

  • Huntlist

  • IVR/Menu

  • Extension

  • Feature Code

  • Reroute Call, which allows the user to forward the call to another number, such as a mobile number for after hours support.

  • Play File and Hangup

  • Hangup


These topics are covered in their relevant sections in this user guide.


Action Details

Parameter level settings include any settings for the previously chosen action. The parameters required for each action are outlined below:


Queue/Huntlist/IVR/Extension Action Parameters

These 4 actions all have similar parameters, with the exception of choosing the particular corresponding destination, i.e. when Queue action is taken, choose the relevant queue.

  • Select destination

  • Prepend to CallerID - This is an optional parameter allowing a text string to be inserted before the CallerID which will show up on the screen when presented to a device. For example, this is useful in showing queue names to agents when they belong to multiple queues.


   Feature Code Action Parameters

This is an advanced topic, which requires an understanding of feature codes, and their parameters, and will be covered more in depth in its own chapter.

  • Specify feature code

  • Input parameters according to the specified feature code


 Reroute Call Action Parameters
  • Provide the destination number


Play File and Hangup Parameters
  • Select file to play


After the appropriate actions and parameters have been set, click “Apply”.




Extension Manager

Extension Manager focuses on individual extension set up as well as the extension settings for queues, extension capabilities, and agent configuration. 



Extensions

The extension page allows the admin to see all the active extensions in their respective company groups. To access an extension choose the group and then click on the extension itself. 


 

Extension settings

Settings for the various extension functions are configured in a number of tabs, depending on the features enabled for that extension.



The Extension default tab shows realtime details including registration status, line latency, and live IP address of an extension. 


Underneath this are the basic details of the extension.

Basic Details  
  • Picture - A picture of the user can be uploaded in place of the default icon

  • Full Name - This is displayed on internal calls. 

  • External Caller ID Display - Used when an outbound call is made, the external Caller ID Name and number are sent together as the Caller ID (CLI). The “Randomise” option is available to extensions that have agent functionality enabled, which will then select a random CLI from the pool specified on the Agent tab. Note: If the PBX is configured not to allow for a personalised Caller ID, the global Caller ID will override any settings here. 

  • Hide Caller ID - Enables anonymous Caller ID on outgoing calls.

  • SIP Password - Pressing the “Send Password” button will email a new SIP device password to the email configured on this account.

  • Account/Agent code - Used to “tag” an agent in call records. 

  • Administrative Group - Used for display purposes to group extensions on various screens throughout the TMS. 

  • Budget - Allows financial limits to be applied to an extension for a defined period - daily, weekly or monthly. When the extension reaches this limit, it will no longer be able to make calls, only receive.

  • Prevent Spy - A setting that prevents other extensions from using the Listen, Whisper or Barge functionality on this extension.

  • Require PIN to dial out - Prompts the user to enter a PIN code when dialing out. This PIN code is the same code used for the extension’s voicemail, and voicemail must be activated for this function to operate correctly.

  • Require Hotdesk to dial out - Uses a feature code, username and PIN (generally a special mailbox needs to be created for this purpose, refer to mailboxes section for more detail) to dial out, but enables the user to dial from any extension.


Outbound dialling restrictions

This allows the client to control the outbound permissions of an extension, and includes controls like “International dialling” or “Internal calls only” and configurable options “Blacklist”, “Whitelist” or “Country/Pattern List”. These are covered in more detail under the “Dialling Restrictions” chapter.

 

Voicemail Settings

Enabling voicemail on an extension allows configuration of the ring-time before the call is sent to voicemail, the mailbox pin, and email configuration. Email settings include whether messages should be delivered to email, the email address for delivery, and whether to delete the message after mailing. Voicemail messages will be saved on the system for 2 weeks and then deleted. 


 Provisioning

These are settings for the physical phone device, allowing the device to connect to a provisioning server on booting and retrieve its configuration. 

  • Phone Mac Address is the physical address of the device, this can normally be found on the side of the packaging or a sticker, generally on the underside of the device. 

  • Phone IP Address is used to statically set an IP address for this device (this will be provided by the IT Administrator). 

  • Phone Model is for the selection of the model of the physical device, this is critical for the correct settings to be used within the configuration template. 

  • Provision Code allows the user to provision any phone with their extension details. To do this, a programmable key on the phone is set to the URL https://provisioning.euphoria.co.za/XmlBrowser/AgentLogin.xml labelled Login and another labelled Logoff set to the URL https://provisioning.euphoria.co.za/XmlBrowser/Logoff.xml. To use this feature, simply press the Login button, and enter the Provision Code provided and enter the Provision PIN, and the phone will then be provisioned for that specified extension.



Queues

An extension user can be added to a queue from this tab by selecting the Add to Queue button. The pop up allows a user to choose the queue. (Allocate a penalty  - Feature to come.)


Forwarding

With call forwarding, 3 options that can be enabled:

  1. Call forwarding Always - An incoming call will forward to the allocated destination.

  2. Call forwarding on Busy - An incoming call will only forward if the extension is busy. 

  3. Find me follow me - This setting will override the voicemail configuration and allow a call to be forwarded on. There are 4 parts to the configuration of Find Me/Follow Me:

    1. When does the forward occur:

      1. The extension is not answered within a specified length of time

      2. Bypasses the extension entirely and goes directly to the forward

    2. Where is the forward being sent to:

      1. This allows an incoming call to be forwarded to up to five different numbers

    3. How

      1. Ring strategy - the forward destinations to be tried sequentially for a specified time limit, or all at the same time

    4. Miscellaneous

      1. Let Callers know the call is being forwarded

      2. Confirm Call Acceptance - The caller will receive a voice prompt with the forwarded call to press “1” to accept or “2” to decline. 

      3. Use Original Caller’s Caller ID when forwarding


Blocking

Enabling this function will block all incoming calls and only allow provided exceptions. Exceptions are in two formats:

  • Declared, up to three numbers can be added as an exception.

  • Undeclared, anonymous numbers can be allowed.


When blocking, 4 options are available as to how the caller experiences this:

  • Send caller to voicemail immediately

  • Play busy to caller

  • Play ringing to caller

  • Playing ringing to caller before sending to voicemail


Registrations

This allows a user to register up to two additional devices, like a mobile phone or second desk phone. The additional device can be used to dial out. It cannot, however, receive a call to this extension only (i.e. without dialling the parent extension) as it does not have a dialable number. The secondary device can, however, ring when the main extension rings allowing the user to answer it as per normal.

Troubleshoot

This tab shows the availability and reliability of an extension. If an extension becomes unreachable, the information is logged, and displayed here. This is a good indication of limited or degraded connectivity.


Remember: If an extension is unavailable, it is not able to accept calls - calling out may still be possible, however.


Agent    

If an extension has the Agent feature enabled, this is where an administrator will enable agent functions. These functions are:


  • Agent Pin

  • Auto Logoff after (Hours), amount of hours after an agent logs in that they will be automatically logged off if they have forgotten to do so.

  • Time Offset: Timezone

  • Outbound queue, which is used to collate statistics for outbound calls.

  • Randomise Pool

  • Auto Answer, for the Agent Workspace embedded phone, forcing an answer immediately. 

  • Agent Workspace options, such as “Allow Mute”, “Allow Hold”, “Allow Mic Adjustment” enable an administrator to have more control over agent actions.





Groups

Groups allow an administrator to bundle extensions together by their own criteria, these could be things such as branches, positions or departments. These groups are purely an aid within the TMS, but do not affect the workings of the PBX. Groups can allow the administrator to better analyse costing and usage. 


The page also indicates how many extensions are not assigned to a group, by showing them as “Unassigned”, and provides a link to the extension manager to be able to assign them.



To create a group, click on the “Add Group” and provide a name for the new group. Once the name is saved, extensions can be added to the group by selecting the “Assignment” button. From here extensions can be dragged over to the “Assigned” pane to add them. 



Provisioning

Provisioning page enables provisioning templates to be created, edited and deleted. Reseller clients will also see templates provided by their reseller but these cannot be edited or deleted. It is these templates that are selected from in the extension settings as explored in 5.1.1.4, and allow the physical phone device to self-configure on booting. 

 

The content of the template depends on the model of the phone, sample templates are available upon request.



Call Detail Records (CDR)

Within the CDR page, an administrator will be able to view all incoming and outgoing calls across the entire account. Various search criteria are also available, these options include the dates, CRM tags, extension filter and “Only Answered” calls. Once filters have been set, the “Display” button will apply them. 

 

The records will display in order of date and time. Each record shows the destination, call duration and whether the call was answered or not. A CRM Tag can be linked to each record, and is then searchable via the previously mentioned filters. More details can be viewed via a tooltip, accessible by clicking on the date and time field. 

 

If a call has been recorded, a “Play” icon will be displayed, where it can be listened to and analysed further via a pop-up window.  Comments can be created here, and the call can be downloaded. Some calls will not have a play button due to the following reasons: 


  • The extension does not have call recording activated

  • The call went to voicemail or was cut off without answer. 

  • The call was very recent and is still being synced. 


CDR page results can also be exported and printed. Printing results will only print what is visible on the screen, whilst exporting will give the full result set. 



Call Recordings

This page shows an administrator details of only calls that have been recorded, showing recording size, and quick link to download and a play button, which has the same pop-up as previously seen in CDR pages. 



Callbacks 

Call backs can be of two types:


  • Instant

  • Scheduled


An instant call back can be created when calling an extension that is busy, and the caller wishes them to return the call when they hang up. An instant call back is created when certain conditions are met:

  1. Call Waiting is disabled

  2. Call Forwarding is disabled

  3. A busy message is present

  4. The extension is busy on a call

  5. The caller selects to create a callback


The callback will be initiated when the originally called extension hangs up, and the call will display a prefix of “Callback” to avoid any possible confusion.


A scheduled callback is created via agent features such as dispositioning in the Agent Workspace when the agent chooses a time and date desired for the callback. At the scheduled time (or as soon as possible thereafter when the agent is available) the call will be placed to the set number, and also prefixed with “Callback” to the agent.


The Callback page shows callbacks that are present in the system, instant or scheduled and gives an Administrator the ability to change the details, for example, which agent should it be required.




Contact Manager

With the Contact Manager tool, a PBX administrator can manage contacts for a company-wide telephone directory which is accessible in the TMS, and on desk phones. 



Companies


Within the company tab, a PBX administrator will be able to add new companies, search for a specific company to update details and add branches. A PBX administrator can easily find the company that they are looking for by making use of the search bar provided.


To add a new company, the PBX administrator can do so by clicking on the “Add Company” button at the top right side of the page. Once the basic details have been added and saved, it is possible to add additional details by selecting the edit button. A new page will open where details like the company Vat and registration number can be added. Here, branches can also be added to the company. 



Contacts

The Contacts page allows a PBX administrator to add all their contacts into the TMS and arrange them within companies, and branches. A PBX administrator has the capability of searching for a specific contact by using the search functionality or company filter. 

 

All contacts added can be provisioned to a desk phone. Multiple contacts can be linked to one company. This is done by clicking on the edit button of a contact and choosing the correct company and branch on the Career Details block. 


When an administrator select’s on a contact name, a new page will open with the contact’s details as well as a summary of the call detail records. These calls may have the option to be played, flagged and commented on.




Campaign Manager

The purpose of the campaign manager tool is to enable the administrator to create a campaign. It is possible to create several campaigns, each with different agents assigned, if desired. 


Note: An administrator will only be able to create a campaign if this has been enabled on his “Permission” menu in TMS Users. Likewise, agent extensions will only be able to be assigned to a campaign if this feature has been enabled for them.


From the  Campaign Manager tool, the administrator can create new campaigns by pressing the “Add Campaign” button on the top right of the page.



Campaign Types

There are different campaign types available to cater for varying business cases, these are beyond the scope of this manual, and will be covered under specialist topics. Each campaign type has its own attributes, and parameters.


Preview

Preview Dialer selects a contact for an available agent and then works through each number available within the contact until there are no more numbers to try, or a result has been reached. This approach means no leads are wasted, and every number is attempted that should be. When the contact has been chosen, the information pertaining to that contact is displayed to the agent, allowing them to familiarise themselves while a countdown begins. When the countdown runs out, the system will dial automatically on behalf of the agent.


Power Dial

Power Dial campaigns are more suited to scenarios of vast numbers of contacts, generally which came at little or no cost, so wasting leads is less of a consideration than agent idle time. When an agent is flagged as idle, the system selects multiple contacts, and then dials a single number from each of those contacts. The first person to answer is then passed to the agent. The rest of the contacts who answer may be configured to overflow to a set of actions such as a message or a queue of available agents.



Adding a Campaign

To add a campaign an administrator will complete the name, description and optionally, a script. The campaign type will need to be chosen, and the available parameters will change according to type.n the script is created, placeholders can be used. These placeholders will automatically be replaced by the relevant data that is uploaded with the list of contacts. 



Campaign Parameters


Each type of campaign will have its own parameters according to how that type of campaign operates.


Preview Campaign Parameters


Wrap-Up Time

The Wrap-up time parameter specifies how long an agent will have to disposition a call after hangup, i.e. provide an outcome for the call that has just happened.


Preparation Time

Preparation time is the amount of time, in seconds, that an agent will have to familiarise themselves with the information of the next contact. This will count down and upon reaching zero, will dial. This countdown can be skipped by pressing the Dial button.


Max Call Attempts Per Number

Max attempts dictates how many times a particular number must be tried, and is unsuccessful in establishing contact, before it is considered unreachable, and therefore defunct.


Minimum Contact Interval

The contact interval will depend on the campaign type. For a Preview campaign, this will establish the minimum amount of time before a contact is retried, for a Power Dial campaign, this will be the minimum amount of time before a particular number of a contact is attempted again.


CallerID

The number that the calls to contacts in this campaign are made from. This can be withheld, i.e. Anonymous, a static number or set to a Randomise pool. If using a Randomise pool, please note the pool will need to be created in advance. Also note that campaign CLI will override the individual CLI set on an extension.



Power-Dial Campaign Parameters


Wrap-Up Time

The Wrap-up time parameter specifies how long an agent will have to disposition a call after hangup, i.e. provide an outcome for the call that has just happened.


 Max Call Attempts per Number

The amount of times a number will be tried before moving on to the next number. 


 Minimum Contact Interval

A contact can have multiple numbers. The minimum contact interval requires a certain amount of time to pass before the same contact can be called on a different number. For example if a number is dialed and the caller does not answer or the call goes to voicemail, the agent may try a different number after the minimum contact interval. 


Caller ID 

The agents ID that will show on the clients/customer/callers screen


Dial Ratio

The number of contacts that are selected to dial for an agent at any given time.


Answering Machine Detection

This button can be enabled to assist the agent’s to detect voicemail through AI. (Artificial Intelligence) This coll could  automatically be given a disposition. 


Overflow Hunt List

When agents are all on calls and there is an overflow of incoming calls, these will be redirected to this particular list. 


Trigger PD(aPower Dialer) Call on 

This indicates when to send the next call to the agent. This can be done on hanging up of the previous call or after the disposition submission. 



General Campaign Parameters


Custom Fields

Custom fields allow for non-standard information to be added to the script, and will appear on the agent’s screen when the contact is being dialled (or, in the case of Power-Dialer, on the phone).


The custom field parameters in campaign setup, allow for the administrator to provide labels for this information, so the agent will have clarity on the contact information provided.


Dispositions

Dispositions are used to provide outcomes for each call, this is particularly useful in reporting progress and results of a campaign.


Campaign setup allows for different dispositions to be created for each campaign, and reported accordingly. There are some default tags in each category, and these are flagged with an asterisk (*) to identify them.


Dispositions are divided into categories, which will dictate how the system will act regarding that outcome. The categories are generally divided into Success, Unsure and Failure. 


Success being that the desired outcome has been reached, and this contact should not be called again. Successful contacts are thus considered “completed”. Failure is subdivided further into two sub-categories, being Number Failure and Contact Failure; the first being that this particular number belonging to the contact has failed, and should not be tried again, but should the contact have other numbers, it will continue with those. Contact Failure is that the entire contact has become unviable and should not be called again, these contacts are also considered completed.


Unsure, means that there is no finite outcome, and this contact is still viable to be called again. The Max retries parameter interacts with this category as when the Max retry value is reached, the outcome is changed to a Failure state of “Unreachable”. This would be either a Number Failure or, should there be no further numbers to try, a Contact Failure.


There are certain system-generated and other mandatory dispositions in the platform, these are listed in the table below with their categorisations and a description of the disposition.


Disposition

Category

Description

Agent Unavailable

Unsure

Agent is already in a call or paused or logged off 

Callback

Unsure

Agent scheduled a call back

No Answer

Unsure

The system auto detected no answer (only when there is no voicemail)

No Submission

Unsure

Agent didn't submit a dispo (Wrapup time timed out)

To Overflow

Unsure

Its to indicate that the call got answered and went to overflow (only for PD)

Voicemail

Unsure

Agent submitted that the call was answered by voicemail

Redial

Unsure

Agent selected to Redial the previous number

Max Attempts Reached

Failed Number

When the "Max retries" value for the campaign is reached for a particular number

Wrong Number

Failed Number

Agent submitted that this number is incorrect for this contact

Invalid

Failed Number

Agent submitted that the number dialled was invalid

Invalid_PD

Failed Number

Power Dialer submitted that the number dialled was invalid

DNC

Failed Contact

Contact requested to be added to a "Do Not Call" list

Unreachable

Failed Contact

When all numbers within a contact have failed, then the contact is considered unreachable


Agent Permissions


Update Contact Details

Allows the agent to modify or add to a contact details, particularly useful in adding alternative numbers to a contact.


Add new customers

Enables agents to add contacts to the current list.


Add notes

Allows an agent to make notes either in the Agent Workspace whilst on the call or in the disposition window at the end of the call. These notes are stored with the call dispositions.


Set CRM Tag

This is also available in-call or in the disposition window, and allows an agent to capture a reference number and associate it with the call. These tags are also useful in searching for calls in Call Detail Records or Recordings pages.


Allow incoming calls during prep

Will enable an agent to receive an inbound call during the preparation countdown, the countdown will then resume when that call is complete. If this is not enabled, calls will be automatically rejected.


Sticky Agents

Sticky agents allow contacts to be assigned to particular agents, and not available to others.


   Targets

It is possible to create targets for a campaign, namely Total Calls, Completed Contacts, Successful Calls or Financial Target, and to choose whether achieving the desired target will automatically deactivate the campaign. Note that targets are also available at a list level.



Campaign Manager

The Campaign Manager page allows for an overview of parameters, with buttons to Edit or Delete the campaign, and options to link to the statistics, add webhooks, assign agents and manage lists.


Add a Webhook

Webhooks are a mechanism to allow the platform to interact with other systems. These can be added to campaigns to allow feedback or start of a workflow in a secondary system to the TMS such as a CRM platform. Webhooks must already exist in order to be selected within campaigns, these are created in the Integration Centre.


The action of the webhook can be seen in the Agent Workspace, and will be covered in the corresponding chapter. 


When a webhook is added, 3 settings are available:

  • Which webhook

  • When to Fire, i.e. what event will

            initiate the webhook

  • Behaviour, i.e. whether to ask or 

            just to do it.







Stats

Here an administrator will find all information including how many calls were completed, how many failed and why.  These stats are linked to the administrators Campaign Analytics tab and will be discussed further in the Analytics chapter.


Assign Agents

Assigning an agent to a campaign means that when they are logged in, the campaign is active and there are available contacts in an active list, the agent will receive calls from that campaign. Agents assigned at a campaign level will be default agents on all lists of this campaign. Note that extensions will not be available for selection if they have not been enabled as an agent. 


In order for an extension to be activated as an agent, the administrator needs to enable the agent on the Agent tab, in the extension manager menu as well as assigning the agent to an outbound queue. 


To assign the agents to a campaign, click on the “Manage” button of the desired campaign in the Campaign Manager page. This will open a new “Manage Campaign” page with the agents and contact lists as well as Stats, Webhooks, Edit and Delete buttons. Select the “Edit” button within the Agents section.


A pop-up window will appear, with 2 panes. Agents on the left hand side, arranged according to groups, and groups in the right hand pane. Should a group be selected, all members of that group will be included. Note: Multi campaign membership is possible with Preview Dial but not Power Dial campaigns. Should an agent be part of a Power-Dial campaign, and are assigned to another campaign, they will be unassigned from the Power-Dial campaign.



Campaign Lists 

Once a campaign is set up and agents assigned, a contact list should be uploaded to complete the necessary to start a campaign.


List

Lists available for a campaign are visible on the bottom of the Manage Campaign page. To add a list, click on the “Add List” button, a pop-up window will appear. 


Lists may have their own properties, which will take precedence over those in the campaign.


  • Name

  • Inherit target from campaign

  • Target - type and value, should inheritance be disabled.(When a target is set on a list level this will over rule the campaign target for that list of contacts)

  • Auto deactivate when reaching target

  • Custom script(When a script is created on list level, this will over rule the campaign script)


Upload a CSV spreadsheet by selecting the upload area to browse your local machine or drag a file onto the window. Once the list is imported, the categories need to be checked to ensure that all information matches the configured field setting, i.e. first name is in the First Name field. Note that a contact in a list can only be deleted if they have not been dialled before.


Within each campaign list, an administrator will be able to view the most recent campaign history and the details of each call.  All the contacts dial statuses with a time, number of attempts and the agent that last called them. More details of the disposition are available in a tooltip when clicking on a contact name, whilst further contact history details can be found by selecting the “Detail” button. 

Note: The number shown next to the contact name is the last contacted number. 


List Agents

Once a list has been created, agents can be assigned to the list. Agents already assigned to the campaign will already be selected


Lists can be moved in order of priority by dragging the list up or down. The list at the top will be contacted first. 









Campaign Main Page 

The Campaign main page presents an overview of all campaigns, their activity and their progress. 

The list of campaigns is in order of priority from top to bottom. The campaigns can be rearranged, by dragging or using arrows. When an agent is allocated to more than one campaign, they will receive leads from the higher priority campaign first until that campaign is completed or until the leads in that campaign are exhausted. 


The status of a campaign is indicated by either a Red Circle (Not in action), Green Circle (Campaign in use) or Blue Tick (Campaign completed). Selecting the progress bar will show a tooltip with the progress percentage as well as the outstanding target. 




Call History

The purpose of the call history tool is to view and analyze the inbound and outbound calls within a company. This analysis can be done via call history or cost analysis for inbound and outbound calls. 


Outbound Call History

Outbound Call History refers to the calls made by a company's extension to people outside of the company. 


The filters on Outbound Call History are very similar to Call Detail Records, and offer the ability to filter on date range, Answered Calls, extension or search on a number (or part thereof). The view will show the duration of each call and its cost. 


When clicking on a Dialled Number, it will display a tooltip showing a list of reports in which that number can be found. An item highlighting in blue, with a search icon is an indication of a tooltip being available. Selecting one of the reports in the list will open it. 





Outbound Cost Analysis

The purpose of Outbound Cost Analysis is to provide broad financial summaries of calls, an overview, and then by group and extension. A date range filter is available, and with a range selected, a graph trending the costs by day will display.



Like the Outbound Call History page,

tooltips will provide quick links to reports where the subject is mentioned. The bottom of the Outbound Cost Analysis page gives “Top Ten” reports by cost, and duration, including the extension and the number dialled. These reports are often a good place to search for abuse of the phone system for businesses.



Incoming Call History

Incoming Call History lists the calls made into the company from people outside, it has filters for a date range and a search function. 


The list will show the originating caller ID, status (whether it was answered or not), duration and the number dialled. 



Incoming Call Analysis

The incoming call analysis page’s purpose is to allow a view of inbound statistics, and segmentation of information by source, destination, time or day of the week. This allows for a better understanding of when the business is receiving calls, where they are coming from, and which numbers are being called.


The page is divided into four reports, being “Frequent Callers”, “Days of the Week”, “Hours of the Day”, and “Inbound Destinations”. In the Inbound Destinations, the destination number (DID) dialed will yield a tooltip when selected, giving a menu of reports where that destination is mentioned.




Analytics

Analytics pages give the administrators insights into various facets of call behaviour, allowing an in-depth understanding of call patterns.



Agent Analytics

For a fuller understanding of the difference between Agents and Participants, please refer to the chapter on the Agent Workspace, the features enabled on an extension will define whether an extension is able to be an agent. 


Agent analytics provide an in-depth view of the performance of each agent or participant. The main page provides a view with filters that can be used by an administrator to display groups, or a particular extension in this summary view.



The overview shows a number of details including the amount queues an agent is engaged in, the total calls answered or missed, and the average call times. Selecting an agent will provide a detailed report on their performance.


An agent’s detailed view will incorporate time and attendance reporting, such as login summary, pause summary by date, and a pause summary by reason. It is possible to select a date, and see a detailed breakdown of each event during that day.


A breakdown of agent call performance per queue is available, and should dispositions be enabled on those queues, a summary of those per queue as well. Every item in blue in this report is selectable for more detail on that specific item, for example for a list of answered calls in a specific queue, it is possible to select the Answered value of that queue, and those details will be displayed in a new tab.



A participant’s detailed view only shows their breakdown of activity, i.e. a list of calls and pauses per queue during today by default.



Should a date range of multiple days be selected, then a summary of calls per queue per day will be displayed.


 

Queue Analytics

The main Queue analytics page allows an administrator  to see an overview of the performance of the available queues. The queues are grouped by type, which is an indication of focus of call statistics for that queue, i.e. inbound or outbound. This page includes filters which can reduce the view down to a group (type), specific queue or a desired date range of data. 


The analytics pages should only be used for historical data analysis. For current information, refer to the section on Real time pages.


The information available at this overview level is around the macro performance of a queue, total calls, including answered and lost, and time including average and total. More granular information is available by selecting a specific queue. 


Because of the nature of inbound calls as opposed to outbound, the information available when viewing a specific queue is related to the queue type.


Inbound vs Outbound Queue Available Information

Inbound

Outbound

Call Entry Positions

Outbound Abandonments

Queue Abandonments

Disposition Summary

Call Status

Service Level - Answer/Abandon Times

Ring Attempts

Call Activity by Agent

Service Level - Answer/Abandon Times


Disposition Summary


Call Activity by Agent



Inbound Queue Detailed Report

The basis for these differences is the nature of each of these types of calls, for example when calling in, there may be a number of callers waiting for service, in which case understanding the spread of call entry positions will indicate whether there are enough agents to service the demand.


Queue abandonments on an inbound call queue can be for multiple reasons, possibly being that the caller gave up and abandoned the call, or decided to take another action (like leave a voicemail) and so exited with a key press. Alternatively, there may not have been any agents logged in, and the queue was empty, or the demand was too high for the number of agents available and the caller was not able to be answered within the specified queue timeout period.


The Call status reporting component in an inbound call queue will show the ratio of transferred to completed calls, and can often show if an agent is struggling to handle calls by themselves.


The Ring attempt report will highlight attempts to reach the agent that were unsuccessful, either were not answered or rejected either by way of a “Do-Not-Disturb” function or a rapid reject.


Disposition reporting on a queue will show a breakdown of call outcomes, and gives a good high level indication of team effectiveness.


Service levels on an inbound queue, indicate the speed in which a call was answered, and whether this complies with the predetermined threshold configured in the queue settings. Call Centres often need to comply with a Service level agreed upon in their own contracts, which makes monitoring this crucial to their service delivery. “Short abandons” (calls hung up within 5 seconds) are also identifiable within the Service Level report. 



Outbound Queue Detailed Report

Outbound Queue detailed reporting differs from Inbound in many respects. Abandonments, for instance, are based on the behaviour of the agent calling out and the configured timeout value of the queue is the maximum length of time considered reasonable for the agent to wait for the call to be answered, whilst cancelled are those calls hung up before that time limit was reached. This is useful in finding agents who hung up rapidly, not giving the recipient a reasonable chance to answer.


The Service Level component will also assist in identifying agents who are cancelling the call early and not giving the recipient sufficient chance to answer the phone.



Call Traces (Queue Logs)

On both inbound and outbound queue reports, there are values which when pointed at will highlight in blue, which indicates the value can be selected for more detail. This more detailed view will redirect to the queue call logs, that gives a trace of the calls relevant. 




The trace will show each event that took place within the call, and who performed what actions.


From the queue call log an administrator also has the option to search specific date and time range, call disposition, wait time and extensions. 



Inbound Analytics

The purpose of inbound analytics is to provide statistics around inbound calls, including hunt lists and IVRs. These statistics are useful for measuring external behaviour, particularly with interactions with Huntlists and IVRs, for example measuring how often customers reach the end of a huntlist could indicate a need for further actions to be available.


Inbound Routes

The overview of the inbound route shows a summary by DID of which actions applied and how many times. When a call is invalid this means that there was no inbound route to take. These values only indicate the immediate action of the inbound route, for example if an inbound call goes initially to a huntlist and then an IVR, it would only count toward the huntlist count.


Hunt List 

The overview of Hunt lists shows how many levels or actions a number had to go through before being answered. Huntlists should get callers to their destinations as soon as possible. Huntlists with high call counts on higher huntlist levels (Such as "Level 5>"), might indicate a badly configured and inefficient inbound routes.


The IVR Menu 

IVR summary shows which options were selected by callers and how often, also to view how many calls were Timed Out (TO), chose Invalid options (INV), hung up (HU), or choose the “other” option to be transferred to an operator.  


IVR menus with high Invalid(INV) or high Hungup(HU) counts might be an indication of ambiguous IVR options, or options not listed in the IVR menu. Consider the goals of these callers and perhaps include this option in the IVR menu.


Similarly, IVR menus with higher counts on later options might indicate the preferred menu options for the majority callers. Consider moving these options closer to the front of your IVR menu.


For more in-depth call traces, Call Logs can be accessed by clicking through particular values, or by selecting the “Open Call Logs” button within the Report Options on the Inbound Analytics page.


Inbound Call Logs

As with Queue Call logs, the inbound call logs can be filtered by date range and inbound call option whether it be hunt list, IVR, queue, hangup, transferred etc. 


With each call log, the administrator is able to expand the view by clicking the “+” to see all events that occurred within this call. If a “Play” button is present, then the call was recorded and is available for listening or download. A warning indicator will be present if the call has more than 4 events, and that the call should be inspected. 


In the event of attended transferred calls, the detailed steps of inbound calls will only be available up to the point when the transfer occurred. This is because an attended transfer is a new call, and so do not form part of the initial call.



Automated Reporting

Automated reporting is a Manager login specific function. Most of the reports found under this section correlate to the exports found on the corresponding pages within the TMS. Reports can be set up to be delivered in the desired manner to the Manager on a specified schedule, for example hourly, daily, weekly or monthly. Available delivery methods include email (to the email address associated with this account) or SFTP, where it is possible to set the address and credentials for an SFTP server where the file will be delivered to. This method of delivery is often used for integration where the file is ingested into a system on the destination side. There are currently two categories of report available:

  • Financial

  • Agent


When a category is chosen, the report options will change. 

 The report will be sent to the file destination chosen and can be read as a CSV file. 


Financial Reports

Outbound Call History

The Outbound Call History report contains every outbound call made for the specified period, and includes the extension that made the call, duration, dialed number, start time of the call, status and cost. Statuses include answered, busy or no answer.


Incoming Call History

Incoming Call History details all incoming calls and includes a date and time, source number, contact name if the number exists within the company address book, duration (in seconds), answer status, and the number that was dialled (DID).


Call Detail Records

The Call detail records report provides a detailed record by record list of calls through the PBX including the date stamp, details of both parties and the duration.

 

Call Recordings

Provides a detailed list of call recordings including date stamp, details of both parties, duration, files size and direction of the call.


Extensions

Extensions automated report gives a list of the active extensions in the system, with their extension number, configured name, as well as a complete set of all features and whether they are active or not for the given extension.



Call Centre Reports

Agent Summary

The agent summary provides a holistic view of key metrics of agent performance, as well as time and attendance. 


The metrics available in the agent summary are:

  • Total Calls

  • Successful calls, this includes all inbound calls and connected outbound calls

  • Failed calls, this includes inbound calls that rang and were not answered (RingNoAnswer), calls that were rejected due to “Do Not Disturb” function (RingDoNotDisturb) Any outbound calls that failed are also included in this value, for instance abandoned, invalid, congested and busy calls.

  • Dispositioned Call statistics

    • Successful

    • Failed

    • Unsure

  • Initial Login time

  • Last Logoff time

  • Login Duration, as an agent may log in and off several times during the course of their shift, the login duration is the summation of all of those sessions.

  • Pause Durations

    • Productive

    • Non-productive

  • Talk Time

  • Ring Time

  • Idle Time


Agent by Queue Summary

Agent by Queue Summary is a subset of the total agent summary, showing the split of the call statistics, broken down by queue.


Queue Summary

The Queue Summary report provides detailed information as to all aspects of a queue’s performance, these include:

  • Name

  • Queue Type

  • Calls, being the total number of calls processed by this queue.

  • Answered, number of calls answered.

  • Abandoned

  • Talk Time

  • Average Talk Time

  • Ring Time

  • Average Ring Time

  • Ring No Answer (RingNA)

  • Ring Do Not Disturb (RingDND)

  • Out of SLA

  • Short Abandons, being calls that were abandoned within 5 seconds after entering the queue.

  • Early Hangup

    • Agent

    • Caller

  • Failed

  • Dispositions

    • Success

    • Unsure

    • Failed Contact


Pause Summary

Pause detail report shows the summary of agent pauses by reason for each agent, including whether it was a productive pause, the reason and number of events, as well as the duration.

 

Call Disposition Detail

The Call Disposition Detail report shows every disposition record for the date range, and included details such as:    

  • Date

  • Agent

  • Number Dialed

  • Caller Line ID (CLI), being the number shown to the recipient for outbound calls

  • Duration

  • Campaign Name, if dialled from a dialler campaign.

  • List Name, also if dialled from a dialler campaign

  • Queue Name

  • Dial Status

  • Disposition Category

  • Outcome

  • CRM Tag

  • Financial Value

  • SIP Call ID, unique call identifier.


Campaign Analytics

The Campaign analytics main page gives an overview of all campaigns, with a high level view of their progress, total contacts, completed contacts, number of calls, disposition results and number of agents on the campaign for the last month by default. This time period can be adjusted within the filter options. Analytics differs from Realtime here as this encompasses statistics for all campaigns, and their member lists and not just those currently active.


Campaign Specific Statistics 

Selecting a campaign from the main analytics page will open the statistics for that specific campaign. The campaigns overview includes the number of calls, contacts, disposition statistics and target related information. 


The overview section of the campaign statistics includes a progress graph which measures the completed value against the total numbers of contacts available, each call in a campaign should have an outcome, and every contact should be able to be completed, i.e. that it cannot be worked further.


To the right there is an outcomes graph which reflects the proportionate outcomes against the calls made, selecting a particular outcome will toggle the inclusion of that particular outcome category. 


Note: A contact may have more than one number that can be dialled, thus a failed number may not mean a failed contact. 


Campaign Agents Analytics

Within the campaign specific statistics is a section focusing on the performance and productivity of agents within that campaign, this data is the same as is visible through agent analytics for the specific campaign. Within this table of agent campaign data, there should be two icons visible on the far right:



The star indicates that the agent made the most successful calls for that campaign in the time period chosen. 


The flame indicates that the agent completed most calls for that campaign in the time period chosen.


All of the values in this section can be selected for further information. Selecting the  agent name will bring up the agent analytics for that specific agent, whereas the values of Completed, Calls, Success etc will bring up the calls related to the selected field, with the ability to listen to the call recording, if available, and see the relevant contact details.



Within the contact's details, the administrator can view the basic details, the contact status and the details of each call made to this contact. Call recordings are accessible, if available, as well as any notes. 


Campaign Lists

It is also possible to view Campaign statistics in relation to the lists that have been used. Bearing in mind that agents can be allocated to specific lists, and not to the parent campaign, list statistics may be used to see how certain segmentation of the campaign performed in relation to the whole. The statistics available are the same as the campaign level, with the ability to drill through to a selected list. This page looks almost identical to the parent campaign statistics page with the exception that the data is particular to the selected list and the page does not include a lists table. 




Realtime Monitor

The purpose of the realtime pages is to allow the administrator to see a real time view of what is happening on the PBX, with different pages allowing focus on specific aspects of current events.



Current Calls

The page will display all calls visible to the current user, this may vary based on the manager's access and extensions distributed to them, please review the section on User Manager for details on distribution of extensions. A full PBX Administrator will have all extensions visible. 


The “Stop Updating” button will stop the page updating the current data, and “Originate Call” allows the administrator to select an extension and initiate a call from that extension to the desired number. This will ring the target extension, and then start the dial process. 


If a manager wants to further assess the call, selecting the desired extension will bring up a tooltip showing the full details of that call, including buttons for Whisper, Spy and Barge and a link to the Call Detail Records for that extension.

  • Barge allows the administrator to be fully included in the call, with both of the original parties being able to hear them. 

  • Whisper allows an administrator to listen to the conversation, and speak to the person on the local extension, whilst the other party is unable to hear the administrator. This is often used by managers for coaching. 

  • Spy enables the administrator to listen in on the call with neither of the original parties being aware nor able to hear them.

 

Whisper, Spy and Barge is a feature that is enabled/disabled on the target extension. If this feature has been disabled, these buttons will not be available.



Realtime Extension

Realtime extensions page shows the current status of extensions as well as their current latency. A latency measure of more than 200ms can indicate a poor connection and call quality may suffer. 

If an extension is online, a tooltip will be available when the extension is selected, showing the server to which the extension is registered. 








Realtime Queues

Realtime Queues shows an overview of all queues available, and is divided into Inbound and Outbound queues each showing aspects particular to their nature.


Inbound Queue Overview

The overview attributes available for Inbound queues include:

  • Waiting - the number of callers waiting, 

  • Connected - the number of callers currently connected, 

  • Avg. Hold Time - the average hold time, 

  • Longest - the time the longest caller has been waiting, 

  • Agents - number of agents logged into this queue, 

  • Paused - agents in this queue currently paused,

  • Idle - number of participants that are not on a call, or paused,

  • Completed - the number of calls taken by agents in this queue today,

  • Abandoned - calls that came into this queue and were not answered before the timeout of the queue was reached, or the caller abandoned the call.


Outbound Queue Overview

The overview attributes for an Outbound queue include, some of which overlap with Inbound such as Connected, Agents, Paused, Idle, Completed and Abandoned. The attribute unique to Outbound is:

  • Avg Talk Time - The average talk time of calls that have been made.



Realtime Inbound Queue Detailed

By selecting a queue in the main Realtime Queues page, a more detailed queue specific page is available. The details in the summary bar on this page are particular to the nature of the queue (either Inbound or Outbound), and additionally there is data on the disposition categories, if enabled for this queue.



Inbound Queues have two additional tabs available in this page:

  • Enter Queue History - showing a graph of the number of callers entering the queue per minute over the course of today.




  • Abandon Queue History - showing the number of callers abandoning either through timeout or physically abandoning the call per minute today.

Underneath the summary bar, are two elements which are populated by the status of calls currently in the queue:


The Queued Callers section will show any caller that is currently waiting in the queue, their position, and how long they have been waiting for.


Whereas the Connected Members section shows callers currently in this queue, and to which agent, their current state and duration.


Realtime Outbound Queue Detailed

Outbound Realtime queues show the same details as the main page, unless the queue has dispositions enabled, in which case it will display those details as well.


As in Inbound detailed realtime, the sections underneath the summary bar detail calls in a waiting and connected state, but being Outbound are focused on the behaviour of the agent, and not the other party.


Lastly, the section on both inbound and outbound detailed pages relates to the currently active members of the queue (either agent or participant), their status, duration of that state, penalty, number of calls, and the time of their last call in this current queue. Additionally, an administrator is able to log off an agent (possibly an agent who forgot to log off, or has been idle for an extended period of time) or to remove an agent from this queue entirely.


Note: Removing an agent from a queue is a permanent action, that agent will no longer be able to participate in queue calls until they are manually re-added to the queue.


The administrator is also able to add members to this queue here, and to show inactive members if they choose.

Lastly, selecting an agent from the table who is currently in a call will bring up a tooltip with Whisper, Barge and Spy options.

 

Realtime Campaigns

The Realtime campaigns page display shows an overview of all the currently active campaigns. Much like pages in Analytics, each value in the table can be selected for more details on the calls that match the selected value. Selecting a campaign name will present the detailed page with details for that particular campaign.



 Specific Realtime Campaign Statistics

The detailed campaign statistic pages seem much like the analytics pages with a summary bar, and graphs for target progression and outcomes, although these values are specific to the currently active list and generally measure the campaign progress for today.


It is the area below this, however, that is particular to realtime campaigns. These two sections will show currently active campaign calls with the attending agent and the duration. 


A table of active agents shows their performance in this campaign, as well as their current status and the duration of that state. As before, the values in the table are selectable for more details pertaining to those particular calls.


Realtime Dialer Status

Realtime dialer status is a troubleshooting tool particular to Power Dial campaigns, since the system will be dialling behind the scenes it allows an administrator to determine if there are calls being dialled for a particular campaign or agent.



Realtime Conference

The Realtime Conference page displays any realtime conferences that are currently happening along with the participants, duration and conference room name. An administrator is able to lock the conference room, making it inaccessible to any further participants.

By selecting an active participant, a tooltip will enable the administrator to kick or mute the participant. Within the tooltip, it also indicates whether an extension is an admin or not, indicating whether this participant has elevated privileges and can perform admin level actions within this conference. 

Realtime Agents

The Realtime Agents page shows the current status of agents, this page is possibly the primary tool for Call Centre Managers/Teamleaders to keep informed as to agents’ behaviour patterns. It is possible to filter by group, and even status, for convenience.

Agents are displayed in their nominated groups, with the following details:

  • Calls: The number of calls that the agent has received.

  • Call Time: This will show the duration of the call if the agent is in use. 

  • Status: Displays the current state of the agent.

  • Details: Works in conjunction with Status field, giving detail of the current state. 

  • Duration: Also linked to Status, giving the duration of the current state.

  • Login Time: This will display what time the agent logged into the Agent Workspace initially today.

 

Pause status is a special state, with the colour of its icon depicting a variance. Blue pause icons indicate a productive pause, whilst a red icon indicates non-productive pauses. The colour of the duration timer is also relevant, as when an agent has gone over the threshold set the duration timer will turn red.


Campaign Hold

Occasionally it may be necessary to have an agent be available to take or make manual calls whilst in a campaign, rather than removing the agent from the campaign and having to re-add them, a special state of “Campaign Hold” was created. By selecting Status on the particular agent, a tooltip with option to initiate a Campaign Hold is available, as well as the ability to Force Log Off.

When an agent is in this Campaign Hold state, the agent icon changes to a warning indicator, and they will not receive calls from a campaign, thus free to make or take a manual call.

When the administrator wishes to remove the Campaign Hold state, a similar process is followed.

Connectivity 

In Connectivity, an administrator can view the current state of all ViBE tunnels. This display shows information regarding the following:

  • Calls - Shows number of current calls against available licenses.

  • Quality - A representation of the line quality given the latency and jitter considerations. Should this be below 99.7%, users may experience call quality issues.

  • Latency - The measure of the time taken to traverse the link between client site and POP server.

  • Jitter - measure of the variance observed in latency scores. The greater the variations, the more inconsistent the performance of the line, and more prone to quality issues.

  • Address - The current IP observed from the client router over this specific link.

  • Type - The type of access media being used, such as Fibre or LTE.

 

By selecting a particular link, a tooltip with more detailed information will be available.


Dialing Restrictions

Dialling Restrictions allow granular control over numbers that are allowed to be dialled from the platform. Dialling restrictions are set in the extension manager per extension. 



Block Lists

Block lists are lists of numbers that have been determined to be restricted and cannot be contacted.  


Multiple block lists can exist, including the default block lists. These lists can include varying levels of restrictions and be applied separately to different extensions, thus allowing very granular control.


The system allows blocking a specific number or blocking entire number blocks by using wildcards; for example, adding * will indicate any number or amount of digits. With wildcards, either block restrictions can be applied, such as “all” with 0*, or specific prefixes can also be blocked, such as 02* or 06*.


When creating a block list, it is recommended to not use the tenant name as the name of a block list


Within the block list table, the number of items in each list is visible, as well as the number of extensions currently assigned to that block list


Adding numbers to a group can be done via a CSV import. Note: When creating the CSV file using Excel, be wary of leading 0’s being stripped from numbers. The CSV file needs only to include the numbers and no other details.

Country Lists

Country lists allow for international dialling restrictions. Like block lists, it is possible to create specific lists or utilise the default ones. To allow destinations, simply make sure the particular prefix is enabled within the relevant country list. The TMS automatically updates when a country code is enabled/disabled. 



Staff can be assigned to country lists by dragging and dropping the available member to the “Assigned” members column from the Assignments tab. 


Note: When enabling the first country code on the first list (Canada), the entire Zone will be enabled as the country code starts with +1 and therefore, the rest will automatically be enabled.


Country Codes can be added in bulk by importing a CSV format; all prefixes to be enabled must be listed in the first column.


Note: Ensure that countries with a high risk of Toll fraud are disabled unless explicitly required.

Allow Lists

The allow lists allow specific numbers to be dialled and precedence over any other restrictions. Otherwise, allow lists operate and appear much like block lists







API & Integration

The Euphoria API (Application Programming Interface) is a web service that can be interacted with other systems to achieve a number of tasks. Some of these tasks may be actions that the system can perform, such as dialling a number; or may be retrieving certain information for use in another system like a CRM application (hereafter referred to as the “target system”). The uses and business cases of interacting with APIs is very broad, but everything within the Euphoria platform is achieved via API, and this can in turn create some very meaningful applications for customers.


In order to achieve any level of integration between systems, both may need the ability to interact with each other via API, so find out what APIs the other system can offer before embarking on an integration project.


Integration is an advanced topic, and may require assistance from developers or systems engineers to configure.


Note: System webhooks usage is restricted to extensions that have agent functionality enabled.



Integration Centre


The Integration Centre has two main uses: 


  1. To send data to another system, this may be information such as numbers, call duration, attending agent or even call outcomes. 

  2. To query and retrieve information from the other system, often based on information available in the call such as the number calling in or supplied by an agent, such as a reference/ticket number.


In order to converse with the other system, the Integration Centre allows the creation of “webhooks”. A webhook is essentially a way to talk to an API on the other system for processing (whatever that may involve), which means it needs to understand (and be configured for) the way the API on the other system expects to interact. In order to achieve


In order to create webhooks, it is first necessary to create the ground rules for communication, these most often include parameters like authentication and the particulars should be available in the documentation of the other system. 



Groups

An administrator can create groups in the Integration Centre, so as to allow multiple webhooks to use the same parameters. 


When adding a group, an authentication type may need to be chosen. There are three authentication types: 


  1. None - this may be used if the target system does not support authentication or is using something IP authentication. 

  2. API Key - a password. 

  3. Credentials - a username and password. 


Once the authentication type is selected, the level of authentication will need to set. Authentication levels define whether the authentication will be on per-user basis or global. 

  • Global - a single set of credentials is used for all interaction with the target system. 

  • User - each user interaction with the target system will require individual credentials. A “Members” link will show up next to the group to allow the configuration of each individual set of credentials. 


Members

Members can be selected from the list of extensions that have been enabled as agents. Each member will need to have been allocated an API key/Credentials that has been provided by the target system.

 


Webhook

The format of the webhook will depend on the target system. When creating a webhook there are several fields that need to be considered and chosen.




  • Name - used to identify the webhook, it is useful to make this descriptive.

  • URL - the location of the web service on the target system, including page name. 

  • Parameters - data that is going to be sent to the target system, including variable names to identify components. These variables should be detailed in the target system’s documentation. Multiple variables and their accompanying parameters can be set by selecting the “+” button to add additional lines.

  • Test Value - to test whether the target system is responding as expected, test values may be set to gauge responses.  

  • Webhook Type

    • Browser Window:  Goes directly to the URL given by the target system, like opening a new tab) 

    • AJAX Get: Preferred when reading information. Data is sent in the  background, i.e. the agent will not see the action occur. 

    • AJAX Post: Same as “get”, however it is used to update or delete info.


  • Content Type: Format of the data being sent.

  • Response Type: How the target system wants the response to be handled.


When selecting the “Test and Configure” button, test values that have been set are sent to the target system, and the result is displayed. Often the result may contain many fields that are not essential to the current objective, by selecting checkboxes at the head of each column, the view that will be presented to the agent can be configured.



When selecting  the  “Agent View”, a manager will be able to view what the agent will see as the end result. 



Note: Webhooks can not be deleted if in use. 



 Webhook Variables

Variable

Description

{CALLERID_NAME}

Name of the contact (calling/getting called)

{CALLERID_NUMBER}

The phone number of the contact (calling/getting called)

{CALLERID}

Output >> 
{CALLERID_NAME} <{CALLERID_NUMBER}@{PBX Server}>

Example Conrad <100@pbx0.euphoria.co.za>

{CALL_CRMTAG}

CRM tag of the call 

{CALL_DIR}

Direction of the call >> outgoing / incoming

{CALL_DISPOSITION}

The disposition agent selected for the call (Success, Unsure, Failed, Failed Contact). Hint: Failed = Failed Number 

{CALL_DURATION}

Total seconds of the call since answered 

{CALL_NOTES}

Notes agent wrote for the call 

{CALL_NUMBER}

The phone number of the contact (calling/getting called)

{CALL_OUTCOME}

The outcome agent selected for the call, can be system tags defined for the campaign/queue or admin definer. Example if Unsure >> the return can be “Voicemail”

{CALL_QUEUE}

The queue of the current call 

{CALL_SIPID}

SIP call ID of the current call - unique ID

{DATETIME_DATE}

Example: 2020-01-01_00-00-00

{DATETIME_TIME}

Example: 00-00-00

{DATETIME}

Example: 2020-01-01

{DYNAMIC_PARAMETER}

Used for webhook in webhook and can be anything

{EXTENSION_NO}

The extension number of the current agent. Example : 100

{EXTENSION}

Full extension username of the current agent. Example 100-Euphoria

 

API Manager

As described in the previous section, the Euphoria platform is controlled entirely by API actions, a customer may wish to interact directly with some of these actions from a platform outside of the TMS. Documentation on these actions is available, and the objectives should be discussed beforehand.


The API Manager page is simply for creating and managing API keys to be used by the other system in such inter-system communication.



API Monitoring

API Monitoring page is an audit log of API actions, including the date, user that initiated the API call, the action name that was called, and the duration it ran for. This information can be used for diagnostic purposes, and can be filtered by date range or action name.






Downloads & Tools


Downloads and tools are there to assist with the day to day use of the TMS account, as well as give options to download applications that allow access to functionality not available on the TMS.


The tools include Windows applications, development applications, Chrome extensions and information about our Mobile application that can be found on the Apple Store and Google's Play Store.


Each application has a description setup instructions, computer requirements, as well as the size and type of file.




Agent Workspace

The Agent workspace is not part of an administrator’s view but forms an essential part of the TMS. This page is where an agent will work from, and requires an extension that has been enabled as an agent. 


The main reasons for enabling agent extensions are Time & Attendance; Productivity, and Workforce Management features and reporting. 


Queue membership, however, is not limited to agents. Any extension can have the queues feature enabled (some extension types do by default) whilst not having the full advanced analytics, these extensions are termed “participants” and do not have the same statistics and functionality as agents.



 Agent vs Participant


Below are detailed a few of the differences between an agent and a participant:


Agent

Participant

Access to Agent Workspace

No access

Login/Logoff Functionality which drives Time and Attendance reporting

No Login/Logoff

Time & Attendance Reporting

None

Can be part of a queue

Can be part of a queue

Pause functionality is global

Can pause in individual queues

Full pause reporting including summaries

Only individual pause details available

Differentiation between productive and unproductive pauses

No differentiation available

Cannot make or receive calls if not logged in or paused

Can still make and receive calls whilst paused

Dispositions

No ability to disposition calls

Disposition and Outcome reporting

No Disposition reporting available

Integrated system webhooks

Only device level webhooks possible

Realtime Agent Status reporting

Only Realtime Queues available to show status

User and Permissions Management built in

User and Permissions management is a feature with an additional extra cost

Randomise Pools for CLI

Randomise is not available for CLI


Agent Activation

In order for an extension to be an agent, it must have the Agent Extensions or Queue Agent Analytics activated. Then, the functionality should be enabled on the “Agent” tab within the extension using Extension Manager. 


If the feature is not enabled, there will be an error message as such:



When the feature has been activated, but not yet enabled, the Agent tab will display such:



Once, the agent has been enabled, the Agent tab will reflect so:



It is important to set an outbound queue for an agent, otherwise they will not be permitted to make such calls. This is simply because without the queue being nominated, it is not possible to log the statistics of these calls.



External Client/WebRTC

In order to log in to the Agent Workspace, the agent will need a phone engine to transport the calls between the workspace and the server. Two such engines are available, the External Client ot WebRTC.


External Client

WebRTC

G729 Codec

Opus

Windows Operating Systems only

Cross platform

Able to use Vibe tunnel

Unable to use Vibe tunnel

Audio controlled by Operating System

Audio controlled by browser

Supports Conferencing

Does not support conferencing currently


The External Client is recommended to use, if possible. Refer to The External Client Troubleshooting Guide if need be.



Status Toolbar 

The Agent Workspace is an environment designed for agents to be able to work quickly and efficiently, it is broken up into various sections with the status toolbar at the top of the window. This toolbar will change contents according to the current situation. 



On the left hand side, it will indicate the agent’s current status and the duration of this state. Next to that, the dialpad button which will enable an agent to make a manual outbound call. It is important to note that the buttons available to the agent will depend on the permissions set for that extension on the agent tab.


At idle, the status toolbar will offer some buttons on the right hand side of the toolbar, including:

  • Pause 

  • Logoff

  • Mappings 

  • Settings


Pause

The pause button enables the agent to enter a pause state, this will mean that they will not receive calls whilst this state persists. The agent’s state will change in the status toolbar, as well as in the Realtime Agents page, and any Realtime Queues or Campaigns that they are members of. 


When pausing, it is important that the agent selects the appropriate pause reason. This reason will be displayed next to the status indicator whilst paused, as well as a timer of the duration that this pause has been in effect.


The duration and details of all pauses taken by the agent are available in Agent Analytics pages, as well as automated reports for the administrator’s use.


The dialpad button is not available during a pause, as an agent may not make nor receive calls whilst paused.


Agent Logoff

When an agent has completed their work day, they should log off. This information is captured along with the cumulative login duration for the day, and is available in time and attendance reporting as well a login summary in Agent Analytics.


Agent Mappings

Agent mappings allows an agent to see if they have leads available for them. This is a diagnostic tool to be used if an agent is not receiving calls, and they are expecting to.


The mappings will list any contacts available for any campaigns the agent is currently assigned to, as well as showing them in the lists currently active and lastly if they are assigned or unassigned leads. Assigned leads being that this agent is specified to receive them, or unassigned as in a pool of leads with no agent specified, so they are available to anyone.



Setting

If an administrator has selected for Auto Answer to be “Optional” within an extension’s agent settings, then the Settings button will produce a window that allows the agent to set Auto Answer on or off.


Auto Answer is an easy way to improve productivity, but agent should be notified of it, and be ready for the call. There is an audio beep to notify the agent of an incoming call, just prior to connection to avoid awkward situations.





Performance Toolbar

The Agent Workspace is designed to give the agent maximum productivity, and help them achieve the performance targets set out for them each day. In order to do this, it is important that they are aware of the expectations of them, and how they are performing in relation to these.


The performance toolbar that shows between calls when an agent is idle will display key performance indicators linked to calls and call outcomes. Besides “Calls”, these will only be populated by calls that have been dispositioned. Dispositions are set up within campaigns or queues, and the available options will depend on how the call came to the agent, i.e. if this was a call from a campaign, then the campaign dispositions will be available for selection on disposition, if this call came from a queue and dispositions have been enabled for that queue, then those will be the ones available for selection.



  • Calls - the total number of calls that the agent has performed today.

  • Successful Calls 

  • Unsure Calls

  • Failed Numbers - as it is not possible for a call made either manually outbound or inbound via a queue to have more than one number associated with it, Failed Numbers will only be populated from campaigns.

  • Failed Contacts



Most Recent Activity

The Most Recent Activity section enables an agent to view all information pertaining to recent calls including the date and time of the call, the number dialled, the disposition category (status) and outcome, as well as any notes that have been made during the call and CRM Tags.

This history allows an agent to also redial a contact by selecting the number.



Within the contact column, each call will have an icon next to it. These icons represent the direction and function of a call:


Icon

Meaning

Internal Incoming call (between extensions)

Internal Outgoing call

Incoming Queue call

Outgoing 

Campaign/Dialer call


Alternatively, if there is an incomplete disposition for any reason such as a break in connectivity, then the incomplete link will also show within the Most Recent Activity area, and allow for an agent to select it, and complete the disposition.



Dialling Activities within Agent Workspace

When selecting the call button in the status toolbar, a dialpad box will appear to enable the agent to begin dialling.



Whilst typing a name or number, a directory lookup will be conducted to search extensions and entries in the directory for matches. Extensions that match will also display their status, for example idle or offline.


 


If an entry is selected, it will populate the number into the dialpad; select the dial button to initiate dialling.


When a call is in progress, the status bar will update accordingly, as well as displaying several call control buttons. Which buttons are present will depend on the configuration on the agent tab in the extension settings. Below the Performance Toolbar, there is an area in which any additional information regarding the call is displayed.



If everything has been permitted, then these buttons will be available:

  • Dialpad - to allow for DTMF input if necessary

  • Hold

  • Mute

  • Volume control

  • Transfer

  • Hangup

  • Line

  • Conference



Call Transfers

When transferring a call, the input does a similar lookup as on dial, allowing the agent to tell if the destination is available before transferring to them. Transfer window also enables the agent to decide whether this transfer will be an “Attended Transfer”, meaning that the agent will speak to the recipient before transferring the call through or a “Blind Transfer” where the call is transferred with no communication between the agent and the recipient. The “Call First” button enables Attended Transfers, whilst the “Transfer Now” button is for Blind Transfers.



When connecting an Attended transfer, an additional confirmation will appear within the Transfer window, allowing to confirm the transfer or terminate it.


Adding a Line

Whilst on a call, an agent may need to pick up another line, for purposes of a second call or conferencing. Whilst on call, if the line (+) button is selected, an additional dialpad will appear allowing for another number to be dialed.



Once the number has connected, two lines will be identifiable beneath the status toolbar, and by clicking on a line, the agent is able to toggle between them. The line currently not connected to the agent is placed on hold.



When one of the lines is terminated, the other remains, but in a hold state. The agent can resume the call by selecting the Hold button.



Conferencing

Conferencing is not currently supported with WebRTC.



Campaign Dialling

When the agent workspace is used by an agent for a campaign, if a script was defined in the campaign setup, it will appear in an area below the Performance Toolbar and above the call information. The call information area is populated with the information provided in the list, as well as any custom fields that were defined in the campaign as well.




 The right hand side of the Call Information area is used for any In-Call webhook buttons, as well as the “Add New Customer” and “Edit Customer Information”, if they have been enabled for the campaign. There are also inputs for CRM tags or notes whilst the agent is on the call. Any information entered in here, will pull through to the disposition window that appears at the end of the call.


Editing Existing Contact

Whilst in the call, should the agent select the “Edit” button, a pop-up window with the current contact information will be presented, allowing the agent to modify existing data or adding to it, for example adding an alternative number.


When additional numbers are added to a Preview campaign list, they will be prioritised as the next number to be dialled.


Additional numbers added to a Power Dial campaign will only be dialled when the list cycles.






Add a New Customer

Similar to Edit, it is possible for an agent to add a new contact to the list whilst in a call, if it has been allowed in the campaign settings. Selecting the “Add New Customer” button will bring up a screen where the details can be added. Multiple numbers can be added with the use of the Add (+) button. Adding new contacts defaults to the current list.


When additional contacts are added to a Preview campaign list, they will be prioritised as the next contact to be dialled.


Additional numbers added to a Power Dial campaign will only be dialled when the list cycles.


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Dispositioning Calls

After a call, an agent will be required to report on the outcome of the call, this is referred to as Dispositioning. In order to make this as flexible as possible for clients’ reporting requirements, and as easy as possible for agents, the first selection is the disposition category, being Fail, Unsure or Success. The Call Outcome drop down will then be populated according to that category as is configured within the campaign (or queue) settings.


Any notes or CRM tags captured during the call will populate automatically in this screen, alternatively can be captured at this point.


Whilst the agent is performing this wrapup, they will automatically be paused in the state “Wrapup”, which is a system pause state, and is considered a productive pause. Wrapup has a timeout value, which if runs out will submit a disposition of “Unsure - No agent submission” on behalf of the agent.


Miscellaneous

An agent TMS Account automatically gets logged off at 12 pm at night.




Glossary

Agent

Also known as a Call Centre Agent or Contact Centre Agent. An agent’s primary role is to help service customer requests, generally telephonically. An inbound Call Centre receives calls from customers, and may be taking orders or servicing queries. Outbound Call Centres are predominantly sales oriented. Because of their role, agents’ productivity is key to the performance of the business, hence reporting around this is critical.

AGI

The Asterisk Gateway Interface, commonly referred to as AGI, is a language-independent API for processing calls. It allows programmers to write simple programs to manipulate and route calls on Asterisk servers in a simple, easy manner.

Analytics

Analytics is the discovery, interpretation, and communication of meaningful patterns in data; and the process of applying those patterns towards effective decision making. In other words, analytics can be understood as the connective tissue between data and effective decision making within an organization. Especially valuable in areas rich with recorded information, analytics relies on the simultaneous application of statistics, computer programming and operations research to quantify performance.

Attendance

The action or state of going regularly to or being present at a place or event

Attended transfer

A call transferred after notifying the agent who is on the line

Auto Dial

System side dialling functionality that does not require manual input.

Barge In

When barging into a call, the agent and client can hear the person who has barged in.

Blacklist VS Whitelist

Blacklist: In computing, a blacklist is a basic access control mechanism that allows everyone access, except for the members of the blacklist (i.e. list of denied accesses). The opposite is a whitelist, which means allow nobody, except members of the white list.

Caller ID

The number displayed to the other party when calling.

Campaign

A campaign is a planned set of calls being made by agents for a common purpose. Campaigns usually contain lists of contacts who may have more than one contact number.

CDR

A call detail record (CDR) is a computer record created by a telephone exchange.

Conference Room

A Conference Room is a location where multiple members can dial into in order to speak as a single conversation. Conference room members can be from the external call and internal calls, making it a very flexible tool for communication. Permanent conference rooms are fixed rooms which can be used for any meeting at any time. These room numbers never change also allowing their meetings to be protected by pin numbers.

Contacts

Contacts can have personal and business information. Multiple telephone numbers can be linked to a single contact.

CRM Tag

An alphanumeric string such as a reference or policy number.

Destination

In telephony terms, this is the number that was dialled. 

DID

Direct Inbound Dialling (DIDs) numbers are regular telephone numbers that can be dialled from any telephone or cellphone, external to the organisation. 

DND

Do Not Disturb

DTMF

DTMF is the global standard for audible tones that represent the digits on a phone keypad, and is used to navigate automated systems such as phone menus.

External Client

This is a Windows-only separate application that interacts with the web browser. The user will need to install a service to use this application. External Client is a very stable and high-quality voice call application.

Hot Desk

To dial from any desk/location. 

Hunt List

A Hunt List is a predetermined sequence of dial attempts for the purpose of reaching a suitable recipient or group. With a hunt list the order of attempt is important, since the inbound call will attempt the first destination, then the second, and so on. Like the IVR, this can be used with a Queue as a hunt option, where a caller can be sent to a queue if the preceding attempts fail.

Inbound Queue

Allows callers to wait in a queue to be answered.

Inbound Route

Inbound routing is one of the key pieces to a functional PBX. The Inbound Routes module is the mechanism used to tell the PBX where to route inbound calls based on the phone number or DID dialled. 

IVR

Interactive Voice Response (IVR), also known as "Automated Attendant" is a technology that allows people to interact with the user’s menus through the use of DTMF tones on the caller's keypad. IVR systems generally respond with the pre-recorded audio file at each step to further direct users on how to proceed. IVR systems are generally used when a user requires the caller to make a selection before continuing for example "Select 1 for Sales”

Latency

This refers to the time taken to traverse the distance between two points (such as between a client and server), generally measured in milliseconds. 

Login

Login is a set of credentials used to authenticate a user. Most often, these consist of a username and password. 

Manager

a person responsible for controlling or administering an organization or group of staff.

Menu Action

The chosen directive by Caller, therefore, the user can view all calls who chose action 9 which could be a specific department/queue

Participant

a person who takes part in queue activities without the productivity or time and attendance reporting associated with call centre agents.

PBX

Private Branch Exchange

Penalty

A penalty is set for an agent or participant to allow weighting or prioritisation.

Pickup Group:

A list of extensions that, when used, can answer a ringing call on a group of extensions.

Productive Pause

This will be work-related e.g Meetings or Training.

Provisioning

Provisioning allows settings to be automatically downloaded to a phone upon booting. The phone is identified by its unique MAC address.

Queues

Call queues are virtual queues within a user's PBX that coordinate incoming calls by putting them in order. Employees who are members/agents in the queues will receive calls based on the order and strategy setup. Queues are useful when a user has many callers and a few agents. Queues can also be set up to play announcements and music when the callers are waiting.

Realtime Ques

This real-time display shows the calls currently waiting in any of the users queues. The system will search for all calls based on tenants. Use the mouse to select any extension name to see the full details of the extension and for additional functionality. The user can start and stop the auto-reload by selecting the "Stop Updating" and "Start Updating" button.

Role

The position or purpose that someone or something has in a situation

RTP

Realtime Transfer Protocol - used for carrying the actual voice stream within a SIP session

Script


What the administrator/manager wants the agents to say, specifically for this campaign, in order for them to communicate the information required.

SDP

Session Description Protocol - works within SIP to define the parameters of a session

SFTP Path

SFTP stands for Secure File Transfer Protocol. It is another file transfer protocol like FTP but it provides the facility of a secure connection.

SIP

Session Initiation Protocol - VoIP signalling protocol

Source


Spy

When the administrator/manager spys on a call, they can listen to the conversation without the client or agent being aware.

Status

This shows whether the agent is idle or in use.

Sticky agent

When a number is sent directly to a specific agent, that has already dealt with that specific customer.

Supervisor/Team leader

Supervisor complete technical and administrative tasks.he is responsible for material, member health, work have to complete on deadline, Leader provides direction to a team member and doing management work. ... They play the role of both co-worker and supervisor by sometimes wearing both hats in their daily work.

Toll fraud

When hackers get hold of the users SIP credentials and then start making calls internationally from their account. The cost will then be sent to the user and will have to be paid

Tooltip

a message which appears when a cursor is positioned over an icon, image, hyperlink, or other element in a graphical user interface

TMS

Telephone Management Systems (TMS) The term 'Telephone ManagementSystem' or 'TMS' is best described as a Software application which interconnects to a Telephone System and enables detailed Telecoms calling expenditure for the organisation. ... Incoming or Outgoing call.

Trunk Account

What controls what comes in and out - White labels and re-sellers will have a trunk account

Unattended transfer

A call transferred without notifying the agent who is on the line

Unique ID

This is the ID number of the actual call used to track the call if needed, Each call will have its own ID.

Unproductive Pause

This will be acceptable but not work-related pauses e.g Bathroom Break, Tea Break, Smoke Break.

URL

URL stands for Uniform Resource Locator, and is used to specify addresses on the World Wide Web. A URL is the fundamental network identification for any resource connected to the web (e.g., hypertext pages, images, and sound files). The protocol specifies how information from the link is transferred.

Web RTC

Realtime Communication that is built into the browser. This does not need any additional application and is used to do voice calls. Web RTC is a more flexible option than an external client and can be used on any platform with a browser.

Whisper

This allows a user to speak to the agent without the client being able to hear the conversation.