User Guide - Management Console - Functional Setup - Accounts

User Guide - Management Console - Functional Setup - Accounts

Functional Setup

To prepare the system for call center and telemarketing activities, all the components and corresponding rules need to be configured.  This includes accounts, campaigns, and dialing rules. Each of these depend on the definition and configuration of other elements that must first be created and/or configured before they can be used within the higher-level components.

Accounts

In order to use the system, accounts must be created and configured. Accounts are of two types, Admin and Agent.  An Admin account is needed to login to the Management Console application, and an Agent account is needed to login to the Agent client application.  If one person needs access to both client applications, that person requires separate Admin and Agent accounts.



Admin Accounts

To create or modify an Admin account go the main menu area on the left, click to expand the Accounts menu, and select Admin Accounts. Now either select an item to modify it, or click on the new item bar under the appropriate column to enter the new account information.  Refer to the following picture.







An Admin account has the following characteristics:

User Login

Case-sensitive name or identifier for the account

Password

Case-sensitive login password

Email

User email

Role

Type of Admin account that defines the extent of access and permissions. See descriptions further in this section. 

Specific Data

Custom fields (name-value pairs) that can be referenced in other places, such as screen scripts

Relative Campaigns

Campaigns to which the user has access to in their reports and on Live Dashboard; if Relative Reps are assigned, this must be set to All Campaigns

Relative Reps

Agents to which the user has access to; if Relative Campaigns are assigned, this must be set to All Agents

Dashboard Reports

Pops up a window listing any Custom Reports available to be docked into the Dashboard (refer to picture below)

Monitor PIN

A PIN that the system requests and uses to authorize an Admin to listen/coach/barge from a landline or mobile phone; this is done by calling the number assigned to the server and entering the PIN when requested.  The following monitoring codes are available after being connected:

Listen: 77 + extension

Coach: 88 + extension

Barge: 99 + extension

Stop monitoring: 0

Monitoring via PIN requires that the agent extension is properly configured and marked as Fixed (see Extensions)

Screen Sharing

Allow the Admin user to view Agents screens (this is usually done by right-clicking on an Agent name from Live Dashboard)

Billing Access

Allow the Admin user to access ChaseData billing information

Date

Creation/modification date (automatically generated and not modifiable)


Following is a list of the different Admin account Roles available, together with what each can access:

Administrator

Access to everything; can export and delete campaigns and leads; can create other Admin accounts

Manager

Live Dashboard; Accounts (Agents); Campaigns; Data Import (Leads, DNC); Outbound; Search; Inbound; Recordings; Reports; Scripts; Skills; Settings; Tools (all); Appointment Manager; Support

Junior Manager

Live Dashboard; Accounts (Agents); Data Import (DNC); Outbound; Search; Recordings; Reports; Tools (Duplicate Check, DNC, Instant Message, Cell Scrubber); Appointment Manager; Support

Supervisor

Live Dashboard; Data Import (DNC); Recordings; Reports; Tools (DNC, Instant Message, Cell Scrubber); Support

Junior Supervisor

Live Dashboard; Reports; Tools (Instant Message); Support

Monitor

Live Dashboard; Recordings; Tools (Instant Message); Support

Monitor-Agents

Live Dashboard; Tools (Instant Message); Support

Salesman

Live Dashboard; Tools (Instant Message); Appointment Manager; Support

Script Editor

Limited to accessing Scripts, e.g. to create and edit them

Trainee

Live Dashboard; Recordings; Tools (Instant Message); Support


Agent Accounts

To create or modify an Agent account go the main menu area on the left, click to expand the Accounts menu, and select Agent Accounts. Now either select an item to modify it, or click on the new item bar under the appropriate column to enter the new account information.  Refer to the following picture.







An Agent account has the following characteristics:

Rep Name

Case-sensitive name or identifier for the account

Password

Case-sensitive login password

Skill

Drop-down menu selection of pre-defined and custom Skills as described in the Skills section; a Skill indicates access and action permissions

Team

Optional Team assignment

Extension

Optional 4-digit unique call-center extension number

Extension Fixed

Check field to activate the Extension above

CallerId

Optional custom caller ID for this Agent; when editing this field, checkboxes are presented to enable each of the personal caller ID for Manual calls, Inbound calls, and SMS; when the corresponding checkbox is enabled, incoming calls and SMS for this number will be assigned to the Agent

SMS Notifications

Optional telephone number where the Agent can receive SMS notifications; this is to support features such as VM Transcriptions

Specific Data

Custom fields (name-value pairs) that can be referenced in other places, such as screen scripts

Trainers

Trainers for the agent; when clicking, a list of other Agents is displayed and for those selected, the Agent being configured will be allowed to listen to and to view the trainer Agent’s screen

Profile Pic

Optional picture icon; after clicking on field, buttons are presented to either Load a graphic file, or to Remove the picture icon

Login Active

Check-box to set the Agent active; can also uncheck to deactivate an Agent without deleting it (and its history/statistics)

Date

Creation/modification date (automatically generated and not modifiable)


Teams

A Team allows you to group agents by Skill Group, so you can filter certain activities such as managing agents or their dial lists.

To create or modify Teams go the main menu area on the left, click to expand the Skill Groups menu, and select Teams. Click on the Team Label on the header row to Manage Teams.

Select an existing Team or create a new one. This will present you a list of Skill Groups, which can be expanded to see Agents assigned that Skill Group.

You can then drag and drop Skill Groups from the Available side to the Assigned side, and vice versa.  Refer to the following pictures.





Agent Skills

It is very important to define Agent Skills and Skill Groups and carefully consider each of the options, as they are a key tool for the system to determine how to assign, route, and distribute calls, as well as to decide what to display or make available to Agents.

To create or modify Skills / Skill Groups go the main menu area on the left, and the Skill Groups menu. Now pull down the menu to Select Skill to configure (or create a New one) and then expand the Settings next to the wheel icon on the top left part of the window panel.



In addition, further below you can make Skill Groups active on a Campaign by selecting the Campaign from the Available list and move it to the Active list. That interface allows you to just scroll through the full list of available Campaigns, filter the list, or even search for a specific Campaign by typing a search string in the search field.

Refer to the following picture.



There’s an extensive set of capabilities that can be turned on and off for Agents via their assigned Skills.  They’re grouped as follows: Agent Display, Outbound, Inbound Call Queues, Training Mode, Trainee Notifications, Data, and Tools.  Let’s look at them one by one.

As shown in the previous picture, the first group of capabilities is labeled Agent Display; following is a description of each option.

Application Mode

Pull-down menu to select the look and feature extent of the Agent Client GUI, either the more inclusive Call Center GUI, or the (superseded) Telemarketing GUI; or you can just select Group Default so everyone in the organization uses the same mode.

Note: some options in the following tables are only available if the Application Mode is Call Center

Dial Pad Location

Pull-down menu to select where in the GUI is the Dial Pad going to be positioned. Options are Default, Pinned Left, Floating Left.

Allow Agent to Disposition Using Dial Pad

Checkbox to allow the agent to disposition a call directly on the Dial Pad, without having to use the disposition menu

Allow Agent to Make Call Using Floating Dial Pad

Checkbox to bring up the floating dial pad for the agent to make calls

Allow Agent to See Call History

Checkbox to enable displaying the lead/contact call history (pull-down menu) on Agent screen when receiving or making a call

Allow Agent to Login Into Any Campaign

Checkbox to allow the agent to work with any campaigns, even if the Skill associated with a Campaign is a different one

Allow Agent to Chat With the Other Agents

Checkbox to allow the agent to chat with other agents, and not just Supervisors

Allow Agent to Call the Other Agents

Checkbox to allow the Agent to internally make calls to other agents

Allow Agent to Transfer Calls

Checkbox to allow the Agent to transfer a call to another logged in agent, who gets a proper notification with the option to accept or reject the call 

Allow Agent to Assign Reminder Calls to the Other Agents

Checkbox to allow the Agent to set an agent-specific Callback and assign it to another agent

Hide Dispositions

Checkbox to disable the ability for the Agent to set the disposition of a call (by hiding the mechanism to perform the action); this is typically done when a call disposition is to be performed via a Script, or through a third-party system (into the ChaseData system)

Allow Agent to Use Dial List

Checkbox to allow the Agent to use a Dial List to perform calls; Dial Lists can be defined by a Manager or Administrator on the Management Console (see Agent Dial List under Outbound Call Management), or received through an API

Allow Agent to Change IsFinal Disposition

Checkbox to reset the disposition of a Contact from one that has the attribute Final (which normally prevents further action) to another one; the Agent must be the one that had previously set the Final disposition

Allow Agent to Send Chat Messages

Checkbox to enable the chat module for this Agent

Hide CallInfo Tab

Checkbox to disable displaying the system-default Call Info tab

Allow Agent to Use Tools

Check box to enable the agent access to the Tools menu.


Now let’s go to the next tab in the Settings panel to access the Outbound capabilities; refer to the following picture, after which we follow with a description of each option.



Accept Calls from Other Campaigns

Checkbox to enable the agent to accept calls from another campaign that has no agents available; instead of just dropping calls, that campaign looks for agents with this setting enabled.

It’s important to be aware that when an agent handles a call from another campaign, the agent will temporarily be working within the context of that other campaign (Contact record, Custom Fields, Wrap-Up Codes, etc.)

Allow Agent to Add New Record and Dial Simultaneously

Checkbox to enable the agent the option to add a lead/contact record at the time that a number is being dialed manually, so to be able to save the call information (e.g. status, form-captured data)

Add New Record on Manual Call

Similar to the previous one, except that instead of being an option, a new record is always added on a manual call

Allow Agent to Automatically Use Copied Phone Numbers for Dialing

Checkbox to enable the agent to be able to paste a copied phone number (e.g. from a file or website), instead of having to dial it digit by digit on the pad

Retain Agent Callbacks

Checkbox to set the system to retain the Callback status of a record when the Agent receives a call from, or makes a manual call to the corresponding number (otherwise those actions would have removed the Callback status of the record)

Check TimeZone on Manual Call

Checkbox to set the system, on a manual call attempt by the Agent, to check the customer time zone and the Campaign, to make sure the call is within calling hours

Check Minimum Time Before Redial on Manual Call

Checkbox to set the system, on a manual call attempt by the Agent, to check the corresponding record to make sure that the minimum time to redial that number has been met before allowing the call

Manual Calls Only Allowed for Existing Leads

Checkbox to set the system, on a manual call attempt by the Agent, to check system-wide that a record already exists for that lead before allowing the call

Allow Agent to Dial Custom Conference Number

Checkbox to allow the agent to use a number other than the default conference number

Allow Agent to Manually Dial DNC Numbers

Checkbox to give discretion to the agent on whether to call a DNC number; you should follow all appropriate regulations, nevertheless.


Now let’s go to the next tab in the Settings panel to access the Inbound Call Queues capabilities; refer to the following picture, after which we follow with a description of each option.


Accept Incoming Calls

Checkbox to enable the agent to handle Inbound calls; this is a Master setting -even if the Agent is associated with an inbound campaign, the agent must be enabled through this setting to be able to accept calls

Display Incoming Call Queues

Checkbox to set the system to display the current inbound call queue (calls ringing) in a special area of the Agent screen (refer to Agent Client); the inbound calls are displayed until an Agent answers it

Send Last Answered Calls to Personal Inbound Queue

Checkbox to set the system to assign an inbound call to the Agent’s personal queue if the Agent was the last one to answer a previous call from the same contact (record), then wait for this Agent to answer; note that there is a similar Campaign setting (last active agent), except that in that case the call is not moved to the personal queue (it will go to the next agent, if this agent is not available and doesn’t have this checkbox enabled)

Create Agent Specific Callback for Missed Inbound Call

Checkbox to set the system to include this Agent as one that can be assigned Callbacks for abandoned calls; when this occurs, the system is to notify the assigned Agent of the new Callback so the Agent can initiate it (refer to Agent Client)

Send SMS Notification for Missed Inbound Call

Checkbox to set the system to send an SMS notification to the Agent in the case of a missed inbound call, which includes both Hang Up and Voicemail cases; the Agent must have a valid telephone number configured for SMS Notifications (refer to Agent Accounts)

Send SMS With VM Transcription for Missed Inbound Call

Checkbox to set the system to send an SMS notification to the Agent in the case of a missed inbound call generating a voicemail message; the notification includes the VM Transcription; the Agent must have a valid telephone number configured for SMS Notifications (refer to Agent Accounts); this applies only if Allow Customer to Access VM Transcription has been enabled by ChaseData.


Now let’s go to the next tab in the Settings panel to access the Training Mode capabilities; refer to the following picture, after which we follow with a description of each option.



Allow Agent to Screen Share Trainer

Checkbox to enable the Agent to be able to view the shared screen of another agent that is set as trainer (and is allowing his/her screen to be shared)

Agent Can be Monitored for Training

Checkbox to enable the (trainer) Agent‘s audio for monitoring; while a trainee Agent could view the trainer screen, the trainee Agent would not be able to hear the audio of the trainer unless this setting is enabled for that trainer Agent

Agent Can Coach/Barge Other Agents

Checkbox to enable the Agent to be able not just to audio monitor another Agent, but also to participate with audio

Agent Can Monitor Others Without Notification

Checkbox to enable the Agent to be able to monitor another agent without the need to notify and receive consent of the Agent to be monitored

Allow Agent to Reject Screen Sharing

Checkbox to allow a trainer Agent to deny/block an attempt to get his/her screen shared


Now let’s go to the next tab in the Settings panel to access the Trainee Notifications capabilities; refer to the following picture, after which we follow with a description of each option.



Notify Agent When Being Monitored

Checkbox to set the system to notify an Agent (trainer) that is going to be (audio) monitored

Notify Agent When Screen Sharing Enabled

Checkbox to set the system to notify an Agent (trainer) that his/her screen is going to be shared


Now let’s go to the next tab in the Settings panel to access the Data capabilities; refer to the following picture, after which we follow with a description of each option.



Allow Agent to Lookup Call History

Checkbox to allow the Agent to expand a searched & found record and therefore see the lead’s call history

Allow Agent to Open Leads Search

Checkbox to enable the search tool for the Agent, so to be able to perform lead/contact searches

Allow Agent to Add New Leads

Checkbox to enable the Agent to be able to create a new lead/contact without having to call the lead; otherwise when an Agent creates a new lead, it must immediately call the lead

Allow Agent to Search for Their Leads

Checkbox to enable the Agent to be able to search for the lead/contact records most recently called/handled

Allow Agent to Bulk Edit Their Leads

Checkbox to enable the Agent to be able to group-edit searched & found leads/contacts

Allow Agent to Delete Their Leads

Checkbox to enable the Agent to be able to delete leads/contacts assigned to the Agent

Allow Agent to Export Their Leads

Checkbox to enable the Agent to be able to export leads/contacts searched; export is to a local file (where the Agent App runs) 

Allow Agent to Have Advanced Search Functions

Checkbox to enable the Agent with the ability to use advanced search functions (beyond the normal basic search)

Allow Agent to Lookup All Leads

Checkbox to enable the Agent to be able to perform system-wide lead/contact searches; otherwise, the search is restricted to leads assigned to the Agent

Disable Ability to Edit Call Info

Checkbox to disable the Agent’s ability to update any of the call info displayed, whether built-in fields or custom fields; all fields will be read-only in this case

Disable Ability to Edit Basic Call Info

Checkbox to disable the Agent’s ability to update the basic (built-in) call info displayed; built-in fields will be read-only, while custom fields will be read-write

Allow Agent to Listen Call Recordings

Checkbox to enable the Agent to be able to access and listen to call recordings.


Now let’s go to the next tab in the Settings panel to access the Tools capabilities; refer to the following picture, after which we follow with a description of each option.



TTS Language

Pull-down menu to set the language to be used for interpreting text and translating it to speech

TTS Voice

Pull-down menu to set the type of voice to be generated by TTS engine; depending on language, options may include different male and female voices with their own intonation characteristics

Allow Agent to Use Live Messages

Checkbox to allow the Agent to use (on-the-fly selection and playback of) Live Messages (pre-recorded)

Allow Agent to Use Smart Messages

Checkbox to allow the Agent to use Smart Messages (pre-recorded) to leave on answering machines

Allow Agent to Use Type to Speak

Enable the Agent to use TTS making use of the TTS Language and TTS Voice configured in these settings; the Agent is therefore able to type a word or sentence for the TTS engine to convert it to speech

Allow Agent to Use Reports

Checkbox to enable the Reports tool on the Agent screen

Allow Agent to See Shared Views

Checkbox to allow the Agent to be able see a view shared by a Manager or Administrator during a search for Contacts

Allow Agent to Use Scheduler

Checkbox to enable the Scheduler tool on the Agent screen

Allow Agent to Print

Checkbox to enable the Print option in the Agent GUI

Allow Agent to Make Personal Recordings

Checkbox to enable the Agent to record personal snippets of a call (enables the option in the GUI), in addition to the master recording always taking place

Allow Agent to Completely Pause/Unpause Call Recording

Checkbox to enable the Agent to Pause and Resume the master recording of a call.


Bucket Dialing Mode

The ChaseData solution to provides the option to allow certain agents to be assigned outbound calls (dial out) from multiple Campaigns. This can be done by enabling the Bucket Mode option for a Skill Group.

If the Bucket Dialing option is not set, the agent will typically be assigned calls only from the Campaign selected at log in time (or any campaign switched to thereon), i.e., from one single Campaign.

Following are the conditions for and the effects of the Bucket Dialing option:

  1. Bucket Dialing is an option for a Skill Group and therefore affects any Agent with the corresponding Skill.
  2. For Bucket Dialing to take effect, each and all of these conditions must be met:
  1. Bucket Mode for the Skill must be set to ON.
  2. Active List of Campaigns for the Skill must not be empty.
  3. Campaigns in the Active List should have a value for Lines Per Agent greater than zero (0); at least one of them must.
  4. The Accept Calls from Other Campaigns option for the Skill must be selected.
  1. If all conditions are not met, Bucket Dialing does not affect dial out call assignment for Agents with the corresponding Skill.
  2. If all conditions are met, Agents with the corresponding Skill will get calls from Campaigns in the Active List.
  3. Bucket Dialing works along other dialing rules, such as Playlist Builder, Skill Priority, Dial Priority, and other rules applicable to multi-campaign dialing. 

It should be noted that the benefits of Bucket Dialing go beyond the feature by itself. As we stated above, Bucket Dialing works along other features that may be configured individually for each Campaign or group of Sub-Campaigns thus offering a wealth of possibilities.

To give perspective to this flexibility, think about a Bucket Dialing setup that includes multiple Campaigns, where each one has its own Playlists and/or Dial Priorities. Or, even more interesting, when Skill Priority is involved, in which case some of the Campaign’s Sub-Campaigns will be affected by the priority corresponding to the Skill alongside the Bucket Dialing rules.

Keep in mind that flexibility usually adds complexity to a setup process, which in turn requires additional planning. Therefore, it is important to think over and plan the strategy carefully, so the end result of any rule combination is clearly understood and matches the intended result.

Setting up Bucket Dialing is done through Skill Group configuration, as shown in the following pictures.





My Extensions

The purpose here is to document information related to external soft phones that may be used instead of the embedded one (do note that this is being phased out, and current setups only use the embedded soft phone).  The information here is read-only; if applicable, a ChaseData technician will populate in the system the relevant information that would be displayed here. 

To access this information, click to expand the Accounts menu, and select My Extensions.  Refer to the following picture.





Each row of My Extensions provides the following information:

Group

The company/operation to which this information applies

Extension Range

The range of valid extensions available in the relevant soft phone setup

SIP Domain

The SIP domain of the external soft phone

Agent Domain

<Not applicable in current versions>

Notes

Additional referential information

Password

SIP account password



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