October 26, 2006
FlowChart Tool
Overview
RFFlow is everything you need to start communicating your ideas with professional-quality charts and diagrams. For presentations, printed documents, your Intranet, or the Web, great looking diagrams have never been so easy to accomplish.
Charts and Diagrams RFFlow can produce a wide variety of flowcharts, organization charts, and diagrams. We have listed many of them below. To see actual charts, check out the Samples page.
The trial version of RFFlow is identical to the full version in that it can be used to draw, edit, print, and save charts. The trial version has no restrictions related to the amount of time it is used or kept on a computer.
However, the RFFlow trial will limit the number of shapes in a chart so that only small charts can be drawn. In the full version of RFFlow, you can draw enormous charts containing over 65000 objects.
Any RFFlow file can be opened, viewed, and printed with the trial version, no matter how many shapes it contains. In this way, the trial version is also the free viewer version of RFFlow.
The RFFlow trial contains no spyware, adware, or advertisements.
October 25, 2006
ShoreTel: ECC Training
>>> ECC Training 10.23.06 Monday
ShoreTel Training norm. done via Web-Ex for end-users / customers
- End-user
- Tool Bar
- 1.5 hour training
- supervisor
- Reporting
- IRN = IRN Routing Scripts, routing rules / scripts
- DVS = Distributed Voice Services
- Contact Center Pre Install ( Page 45 )
- Must be C: and D: ( Page 47 – C: 12GB and D: Data )
- Fallback policy, build director workgroup
- Must be active agent 1st within director prior to building in ECC
- Install remote shoreware director server on ECC platform
- Software installs the software plus admin software
- Workstation installs the supervisor and admin software
- Note: ECC agents on director give a non limited COS as restriction can be applied via ECC
- No answer number of rings = 5 or more
— Setup Route Points:
- option Route Point Server
- Call Stack Depth, must be set to 30 or larger
- Call Forward – No Answer to Fall back Hunt group
- TAPI Route Points (Call Stack = 1)
– Software Install
- enable “Auto Login”
- Contact Center diag. screen – status lights keep active! closing will shutdown
application.
— Lab Server: ECC-Yellow
- ECC default User ID / Password
- ea
- e1996
- Database
- Sybase
>>> ECC Training 10.24.06 Tuesday
- Permanent Agent
- Roaming Agent / No Ext.
- Ext. = Prompt
- Telephone only , no desktop
- Contact center feature are available, much create scripts to login/logout
release/resume actions
*** IVR Banking sample script to retrive account balance.
— Call Profiles
- System Generated
- Custom call profiles
- EX: IVR application to retrieve account balance.
- Build varibles or buckets to hold information
- 2 Call Profiles, 1) for Enter Account Number 2) Read Account Number
- 1) Identify and record announcements
- 2) Identify and create call profiles
- 3) Identify and setup ODBC connection to your DB
- 8mhz mono (CCITT u-Law)
- ODBC connection to dbase (SQL)
- 1) Under System, click profiles to build script
- 2) Under System, click interfaces to connect to dbase
- Check IRN and default Destination, select CC Script {logon}
— Creating script
*** Student guide – Page 197 ( Call Control Script Director )
- Creating Script
- Recording vocie message announcements
- External Databases
- Building ODBC Connections
- Call Profiles
- Creating Call Control Scripts
- Page 207 – Viewing and Modifying Scripts
- Graphical Call Control Script Administration
- Action icons, left side
- drag and drop menu (tie to director arrow)
- 1st be sure to create announcments
- (D: drive) under IVR / English and find wav file
- Enter the wave file under Voice File:
- Properties for Decision
- ex: If DNIS Is: contant 500 ( 500 is DNIS from carrier )
- May need to Change Call Profile
- Update CP Field value
- Service Required = Value
- Custom Call Profile
- Ex. “properties of Get Digits”
- Apply a CP and setup options, end string options, number of digits
time-out etc…
- Properties for Announce , setup per spec.
- Select left side menu selection for Connect to SQL Dbase.
- Select SQL Execute
- open’s window to allow you to input SQL Query
- select * from tablename where columnName = ‘%CP%’
- CP Variable = customer entered account number.
*** Step by Step ( Account Number Script ) Page 210 of Student Guide
- Adding a new script in the IP Graphics Editor
- CSS Example
- Actions: Page 213
- Get digits: Page 215
- SQL connect / execute: Page 216
>>> ECC Training 10.24.06 Wed
Rudy with ECC tech support at ShoreTel
Craig Komington – ShoreTel Product Manager
5.0 December of 2006 of ECC
4.6x new release of ECC
Updates to Email and Chat
EMMA = Email Manager on 4.x will manage all emails that
are pushed to email clients.
Currently the client pulling from exchange server, using
a sep. account on exchange. With EMMA the account will live
there… ( need to create a local pop3 client ) Will include
enhanced service options, now the logic of email and chat will
be the same as for call handling.
With email , end user must use the Agent Tool Bar – then outlook
will be used to look towards EMMA to drive mail into outlook.
Agent tool bar will “Answer” when a email come’s in and stay
in Answer mode, agent will need to hang-up to end the call /
email session in order to recv. the next que call.
Chat
Customer needs to use TomCat ( runs on Windows or Linux ) runs
on top of the web server… ( run on sep. server / sep. subnet dmz )
Need external security for inbound traffic to chat server.
ShoreTel will provide a default template / Font Color, Custom html
is the responsible of the customer.
ChatTool Kit will include Java / Tomcat and HTML Templates
Class Notes:
Skill-Based Routing
Enables to route callers via Skills
System Icon
Skills {Tab}
(Ex) Build new skills English and Spanish
then you can click the agents tab and add
a skill to the agent.Also within the IRN
you need to apply the skills available.
You may also apply skills to domains.
Load 4.3.5 is out now…
ECC major release’s 1 per year
*** Integrating with CRM Applications
Page 267 of Student Work Book….
Internal support for GoldMine via DDE and Triggers based on external definitions via ETAS.ini file.
Page 269 = Contact Center Agent works as a DDE Client and DDE Server at the same time. See Student
guide for DDE Terms and Contact Center Agent Configuration.
===============================================
— Sample option to pop a application via ETAS.INI
Add the following to the etas.ini file for the client
[TRIGGERS]
OperateTriggers=1
[TRIG_OnIncoming]
command=c:\\Windows\\system32\\notepad.exe
**** Another example of application screen pop:
Path to file on client’s workstation:
C:\Program Files\ShoreTel\Contact Center\Agent\Bin\Agents\301
RE: ECC w/ IE & Google phone number search
Sample screen pop
[TRIGGERS]
OperateTriggers=1
[TRIG_OnIncoming]
command=C:\\Program files\\internet explorer\\iexplore.exe http://www.google.com/search?hl=en&q=%calling
>> Below is the default DDE params in ETAS.INI file…. (note path above)
[DDE]
ActivateServer=False
Server=CRM
Topic=Events
[DDE_OnStarted]
Command=started
[DDE_OnReStarted]
Command=restarted
[DDE_OnDenied]
Command=denied %cause
[DDE_OnStoped]
Command=stopped
[DDE_OnLoggedIn]
Command=loggedin %group
[DDE_OnLoggedOut]
Command=loggedout %group
[DDE_OnHeld]
Command=held %callid
[DDE_OnRetrieved]
Command=retrieved %callid
[DDE_OnIncoming]
Command=incoming %callid, %calltyp, %DNIS, %calling, %Service, %Priority, %TimeLn
[DDE_OnConnected]
Command=connected %callid, %calltyp, %DNIS, %calling, %Service, %Priority, %TimeLn
[DDE_OnConferenced]
Command=conferenced %callid
[DDE_OnReleased]
Command=released
[DDE_OnResumed]
Command=resumed
[DDE_OnWrapUp]
Command=wrapup
[DDE_OnReady]
Command=ready
[DDE_OnCleared]
Command=cleared %callid
[DDE_OnReserved]
Command=reserved %callid
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