>>> 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
================================================
