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User’s Manual
Contents
PREFACE 1
WHAT’S NEW 2
SYSTEM OVERVIEW 3
2. CONTAINER 5
3. CONTROLLER 6
4. MANAGEMENT 10
9. AGENT 246
GLOSSARY 267
INDEX 278
Preface
Welcome to StrataDial VC2 Enterprise Edition! This User’s Manual is designed to serve as
reference for all of the major features and utilities in StrataDial system.
This document is divided into 11 sections. Section 1 explains how to launch StrataDial VC2
Launcher, start different modules and set rights and permission for StrataDial users. Section 2
and 3 explain Container and Controller applications. Section 4 provides step-by-step guide to
setting up and configuring the entire StrataDial suite. Sections 5 to 11 discuss configuration,
features and usage of all Strata utilities. An index, a glossary and a table of figure are also
provided at the end of the document for quick reference.
What’s New
The following changes have been made in SP4 release of StrataDial.
1. Break Reason Codes: The purpose of introducing ‘Break Reason Codes’ is to monitor,
report and thus improve the productivity of call center agents. There was no mechanism of
tracking why an agent would go on break. Thus, administrators/supervisors could not
effectively monitor and report the difference in total available and productive time of an
agent. The introduction of ‘Break Reason Codes’ will make it compulsory for all agents to
provide a reason before going on break. This Break Reason Code would then be used to
generate reports and monitor the availability and productivity of agents.
2. Prioritization of ACD Groups: The SP4 release introduces a major change in the way
ACD groups are serviced. Now Administrators can assign a priority level to all ACD groups
so that when two or more inbound calls are waiting in queue, the call for ACD group with
higher priority level will be serviced first.
4. StrataSoft Voice Media Player: The SP4 release introduces a brand new media player in
DataSpy which not only allows administrators/supervisors to control the tempo of selected
recording, but also provides control over volume and pitch of recording.
System Overview
StrataDial system is comprised of both hardware and software components. These components
work together with telephone system to provide a flexible and easily managed predictive dialing
system. For a list of major hardware and software components, see StrataDial Getting Started
Guide.
The diagram below provides an overview of major components and their interaction with one
another.
To log in to Launcher:
1. Click to access the application.
2. Enter login ID and password. These should be the User ID and password, as defined in the
Security Management application or assigned to the agents. Agents do not necessarily
have a password associated with their Agent ID.
Buttons associated with software purchased become active after successful login. Users can click
any button to initialize the corresponding application.
Icon Description
Agent
DataSpy
Real-Time Statistics
Management
Screen Designer
Security Manager
DynaCall Client
DynaCall
Engine/Container
Controller
Database Management
System Check
Important:
• To configure authorization for multiple agents, hold
down CTRL key and select the required agents to
configure authorization.
• Click Select All to set authorization for all agents.
• Click Reset All to clear all selections.
• To hide buttons that are not accessible to user
logged in select Hide inaccessible buttons
checkbox to hide buttons that are not accessible to
user logged in.
Figure 5: Authorization
2. CONTAINER
The Container and the Controller are dialing components of StrataDial. Both of these applications
provide real-time status information of the entire system. This information can be helpful in
resolving any dialing problems that users might encounter.
The Container screen displays Dialer Status, Session Status and the number of available
channels and stations. Any problem with dialer configuration or with the connection between the
Container and the Controller is also displayed on this screen.
3. CONTROLLER
Controller displays system information that can help the user resolve any dialing problems.
Controller application can be run by clicking from Launcher. Both Controller and Container
must be running before dialing can be started.
Last Dial Batch It is the number of additional channels that should be launched in order
to match the predicted number of agents available. This number is
calculated by the dialer and can be negative.
In wrap-up Numbers of agents who have hung up a call and are about to end that
call
Call Type Type of call the channel is being used for e.g., inbound, outbound,
manual or callback.
Campaign The Campaign name for which the channel is being used for
Audio? Shows whether the station has audio connection established with dialer
or not.
Data? Shows whether the station is accessing/saving any record from/to the
database
Campaign The Campaign name for which the station is being used
Status It shows the status of the station i.e. talking, on break etc.
Aggressive? Current outbound call pattern in terms of dialing pace It can be either
‘yes’ or ‘no’, where ‘yes’ indicates an aggressive fast dialing pace and
‘no’ indicates a non-aggressive slow dialing pace.
OB Avg DHT Outbound Average Dial Hold Time; shows how long a call was on hold
before being patched to an agent or disconnected for all calls dialed.
OB Avg DTCT Outbound Average Dial Time to Connect; shows how long does it take
on average to dial the number and achieve a result for all calls dialed.
OB Avg CHT Outbound Average Connects Hold Time; shows on average how long
was the remote end on hold before being patched for those calls that
went to an agent.
OB Avg CTTC Outbound Average Connect Time To Connect; shows on average how
long it takes to dial the number and get an answer on the remote end for
those calls that went to an agent.
Preview Pool Number of preview agents that are available to take a preview calls.
Preview Pending Number of preview agents that are next to take a preview call.
Queue Number of queued local numbers records from the call list that are local
numbers and were skipped because no local channels available at the
time.
LD Queue Number of long distance telephone numbers that are queued for dialing
and were skipped in the first attempt because no long distance channels
were available
4. MANAGEMENT
The Management utility allows the users to access, review, and modify their entire store of data,
import new data, manage call lists, and generate reports. To access Management, open the VC2
Launcher and log in. Click Management. This will open the Management toolbar.
The status bar at the bottom of the toolbar contains two pieces of information:
1. Ready display indicates that Management application is able to access all required tables.
2. Dialer Connected indicates that Management application is currently connected to the
dialer.
The function of each toolbar button will be covered in the sections below.
4.1. Import
Data from outside sources must be converted into a format the StrataDial System can read. Each
campaign’s results database is in .dbf format, but raw data may be an Excel spreadsheet (.xls), a
comma-delimited file (.csv), a character delimited files or a data file (.dat) containing fixed width
data.
The Import Wizard allows the users to import new data and National Do Not Call data into the
StrataDial System. It also allows the users to create new Campaign and new Call List while
importing data.
Step 1 – Select a
Select a campaign to import data into and a source data file to import
campaign and
data from
source data
Select an import profile to filter fields during import and also specify if
Step 2 –
leads being imported are exempt from FTC or campaign DNC list. You
Create/select an
need to create a new Import Profile if you are running Import Wizard for
Import Profile
the first time
Step 3 – Name your If a call list of imported records needs to be created then name call list
Step 4 – Assign
Select initial termination code that will be assigned to all records
initial Termination
imported in the database
Code
Step 6 – Preview data Preview imported records and select errors that need to be logged
Step 7 – View
View summarized result
Summary
Data can be imported by using Import Wizard from the Management utility. The wizard starts at
Step One.
d. If the typed Campaign ID is already in use, the Campaign Description will populate
automatically with the old campaign description.
2. Using an existing campaign
Click the down arrow to view a list of Campaign IDs. After selecting a campaign, the
campaign description will appear in the box to the right.
If data is being imported from some outside source, then a connection or a Data Source should
be built before importing any database file into the StrataDial System. Select a data source from
the list of available data sources and click OK, it will move onto the next step for selecting the
database.
Selecting Database
Specify the path of the existing database file. Select a drive from the Drives list box as shown in
the figure given next. All the directories that are present in that drive will be displayed in the
Directories area. Select the directory where database file is located. Name of the selected
database will be displayed in the Database Name text field. In the example shown next, the
database name is StrataTel.mdb that is located at S:\StrataTel.mdb.
Once finished, click OK. It will open a new dialog box for selecting the ODBC table as shown
below.
a. In the Field Name list box, specify names of all the data values displayed in the grid.
The Start and End spin box takes the starting and ending position of the data. Select
data in the grid or type Start and End position of the data fields in the spin box and
save it. Once finished, click Save. It will take you to Step 2 of the Import Wizard.
2. If Use Old Template is selected, a screen similar to the one given below will appear. User
will have to select one template from the pre-defined templates of the Import Wizard. Click
Next, it will move onto Step 2 of the Import Wizard.
below. Select the required line number to use for column name from the Line to use column
name spin box. In the example given below, line 1 of the grid is selected for the column name.
2. If Use Old Template is selected, the Use Template screen will appear. User will have to
select one template from the pre-defined templates of the Import Wizard. Click Next.
After completing the text conversion of data, click Save. This will lead to Step 2 of the Import
Wizard.
Click Next; this will open the Define Imported Fields screen as explained earlier in Delimited
Text Conversion. Once finished, it will lead to Step 2 of the Import Wizard.
1. To import all records in the source table without a filter, click Next.
2. Define filter criteria to import only certain records from the source table. Filters work by
comparing the value in the selected source table field to a value entered by the user.
Records that match the criteria will be imported, and all other values will be rejected. In
case, user enters an invalid criteria (e.g. cases where source table field data type does not
match that of entered value) the value is highlighted with red color and an ‘Error in
Expression” error message is displayed. In that case, change value type or the operator.
There are three parts of a filter criterion: the source table field, the criteria, and the value.
To illustrate the filter selection process, we will set one criterion to import only records with
country not equals to 6.
a. Use the Field Name list box to select the name of the field to be filtered. Only fields
that appear in the preview window can be selected. In the example given above, the
field name is COUNTRY.
b. Use the Criteria list box to choose an operation. In the example given above, we
have chosen the EXACTLY EQUAL. All available operators are listed below. To
negate any of these operations, select the Not checkbox. In other words, instead of
selecting all COUNTRY records that are EXACTLY EQUAL to 6, we could select all
COUNTRY records that are NOT EXACTLY EQUAL to 6. The table given below
explains the meanings of available operators:
c. Enter a value against which the contents of the field will be compared. In the
example, we have compared every country to the value 6.
d. After completing the first criterion, there are three options.
3. Click Next to continue to Step 6 with no additional criteria.
4. To create a second criterion and use both of the criteria, select AND from the AND/OR list
box.
5. To create a second criterion and use either of the criteria, select OR from the AND/OR list
box.
6. To import records in order by a specific field or multiple fields, go to the Order By tab.
8. Using the Group By tab, imported data can be grouped in rows in one or more fields based
on values.
13. The next screen that appears displays a grid of three columns. An additional list area is
displayed if two fields are selected to filter records:
14. Field: This is the field user selected in the previous step and shows every value of that field
that occurs in the source file records.
15. Total Leads: This is the total number of occurrences found of the respective field value
found in the source file.
16. Leads to Add: This is the number of records to import out of the total leads found. By
default, all total leads found are set as total leads to import. Click the number that needs to
be changed and update as required.
17. To redefine number of leads to add, click Clear Leads to Add. This sets the Leads to Add
column to zero.
18. In case if user has selected two fields, Import Wizard will display all unique occurrences of
the second field selected on the right side of the screen in the list area. Selection of any
field in the list area updates the data in the grid to display all unique occurrences of records
that have both the selected field value in the source file.
19. Click Next.
1. If any fields are mapped incorrectly, click Back to correct the Import Profile.
2. To keep a record of numbers that are not imported because there are duplicate numbers in
the text file, check the box next to Log duplicate records to a text file. The duplicate
number file will be located in the S:\StrataDial\Logs\yyyymmdd\ directory where
‘yyyymmdd’ is the format of the date when this action was performed. The file name format
will be DupeRecords_CID.DBF.
3. To keep a record of numbers that are not imported because the numbers are the failed
records, check the box next to Log failed records to a text file. The failed record number
file will be located in the S:\StrataDial\Logs\yyyymmdd\ directory, where ‘yyyymmdd’ is
the format of the date when this action was performed. The file name format will be
FailedRecords_CID.DBF.
4. To keep a record of numbers that are not imported because the numbers are invalid, select
the box next to Log bad numbers in a text file. The invalid number file will be located in
List File The name of the Call List, if one was created.
Don’t Call # File The name of this file, if one was created.
Total Source File The number of records in the Source File prior to import and filtering.
Records
Bad Records The number of source records with invalid telephone numbers.
Don’t Call Records The number of source records present in the Do Not Call Table.
Duplicate Records Total source records that are already present in the Results Table, or
duplicated within the Source File.
Records Excluded The number of records that are excluded by some query.
by Query
Records Failed The number of records that are failed during import due to some error
During Import encountered.
Net Records This number represents the Total Source File Records minus Bad
Imported Records, Don’t Call Records, and Duplicate Records.
Click Print to print the screen as shown next, or Exit to exit the screen.
Step 1 – Select a
Select a source data file to import data from.
source data
Step 2 – Select
country code and Provide country code and select telephone number field.
telephone field
Step 3 – Creating a
Skip this step.
Call List
Step 4 – Select initial Select initial termination code that will be assigned to all records
termination code imported in the database.
Step 6 – Preview data Preview imported records and select errors that need to be logged
4.1.2.1 Step 1: Importing National DNC Data and locating Source File
For Importing a Do Not Call List, select DNC Import checkbox as highlighted in the figure given
below. Click Select for locating a source file.
This step provides the option of creating a new campaign to add new data from a Native or an
ODBC source. Follow all steps for importing new data into the StrataDial System to create a
campaign as described in Section 4.1.1. Importing New Data.
Adding a New Click to create a new record in the table. If this button is disabled,
Record changes have been made to the current record that must be saved or
discarded before a new record can be created.
Undo Modification If changes made to a record need to be discarded, then click Undo to
revert to the last saved state of the record. The changes made will be
discarded provided they have not been saved before clicking this
button.
Searching for To locate a record based on specified values, click Find. A small
Records screen similar to the one below will appear.
This screen will be slightly different for every table. Enter the values
being searching for, and then click Find. If a matching record is found,
it will be displayed. Otherwise, the original record will remain on the
screen.
Top and Last Click Top to go to the first record in the table, or Last to go to the last
record.
Previous and Next Click Previous to go to the record preceding the current record. If you
are at the top of the table, Previous will be disabled or will have no
effect.
Click Next to go to the record following the current record. If you are
at the bottom of the table, Next will be disabled or will have no effect.
Exit Exits the current screen and returns to the Table Management menu.
Another record-locating tool is the browse feature at the bottom of many Table Management
screens. The picture below is from the Exchange Table screen.
4.2.2. Campaigns
A campaign can be defined as a unique collection of settings and dialing parameters used to
achieve a specific result. For example, user may have a campaign for collecting charitable
donations, and other campaign for selling health insurance policies.
The dialing parameters of each campaign are established and maintained in the Campaign
Profile Table. These settings can be modified or created using the Campaign Profile Table
screen. To access the Campaign Profile Table screen, select Tables from the Management
toolbar. Select Campaigns from the menu. The screen shown next will appear.
b. Click a termination code and then click the right arrow. Repeat until all desired
termination codes are selected. To deselect any termination code, select the desired
termination code and click the left arrow button.
c. To dial all termination codes, select only the @@ code. When this code is selected,
the Dialer will call every record in the selected list, regardless of its termination code.
d. Click OK to exit the selection screen and apply the changes. Click Cancel to exit the
selection screen and ignore the changes.
8. Verification ACD: Some campaigns may require immediate sale verification. If it is not
sure whether the Verification setup is complete, see Section 4.2.2.14 Adding Verification
ACD to a Campaign.
3. Supervised Transfer: If this option is checked, it ensures that the agent transferring the
call supervises the conversation between the caller and the third party verifier. In such a
case, until the call ends the channel will be in use and cannot be used for other calls.
Alternatively, if this option is unchecked, the agent is not part of the call transfer and the
channel is made available for taking or sending calls.
4. Campaign Color Foreground: This represents the color of the text in the Channel Status
Screen in the Dialer Control Center. The text of a channel that is currently occupied with a
call from the selected campaign will be this color. To modify the foreground color:
a. Click Select.
b. Click a color tile.
c. Click OK.
5. Campaign Color Background: This represents the background color of channels taking
calls for the selected campaign in the Channel Status Screen.
Use National DNC When Use National DNC checkbox is marked, the system loads the
National Do Not Call table and excludes numbers in that table when
making outbound calls.
Lines to Use This number can vary from zero to the maximum number of lines in
the system. If more than one campaign is being dialed at a time, it is
recommended to limit the maximum number of lines in each campaign
so that one campaign is not able to tie up all available lines.
Enter the Maximum This represents the maximum number of lines the system is set to dial
Dials at Once at any time. Normally this will be the same as the Maximum Lines to
Use.
Drop Ratio Goal This represents the percentage of calls that are acceptable to drop. A
dropped call is a call that is connected to the number being called, but
no TSRs were available to take the call. The Dialer assigns these
calls a system termination code of NT (No TSR Available).
Minimum Pitch This is the time in seconds that an agent must be talking before that
Time call is considered as a Pitch by the system. This number should be
based on specific campaign requirements. It is used for statistic
displays and reporting.
List Low Warning When the number of records in a call list drops to the number entered
here, a List Low warning will flash on the screen.
Pacing values Initial Pacing: The number of lines that will dial per agent when
dialing begins.
Minimum Pacing: The fewest number of lines that will dial per agent,
if the Drop Ratio Goal is exceeded.
Maximum Pacing: The greatest number of lines that will dial per
agent, if the Drop Ratio Goal is not met.
For more information on Pacing, see Section 4.2.2.16
Time to No Answer This is the time in seconds that the Dialer will attempt to reach a
telephone number before terminating the call as No Answer.
Transfer ACD This is used when a call for a campaign using dynamic messaging
Group (Dynamic needs to be passed to a TSR after the message has been played.
Messaging Only) Click Select to choose an existing ACD group to which such calls will
be sent.
No Agents Select this box to indicate the current campaign will use dynamic
(Dynamic messaging and requires no agents.
Messaging Only)
Dial Prefix This is the string of characters to be dialed before any number.
Dial Suffix This is the string of characters to be dialed after any number.
Connect Detect This is the most basic connection setting. Connection of any kind is
detected.
Quick Detection Detects some answering machines but will pass answering machines
to TSRs. Offers increased connect speed in exchange for accuracy.
Full Detection Detects most answering machines but does not slow the speed of
connection as much as Accurate Detection.
Accurate Detects almost all answering machines but slows the speed of
Detection(Slow & connection more than Quick and Full detection.
Most Accurate)
Play Greeting Check this box to play a Greeting Message to the caller when no
Message TSRs are available. The caller will be passed to a TSR after the
Greeting Message is played.
Connect Call on When this box is checked, a contact will be passed to a TSR after the
DTMF Only Greeting Message is played only upon pressing a key on their
telephone. If the box is left unchecked, all calls will be passed to a
TSR after the Greeting Message is played.
Play Greeting To play the Greeting Message to every caller regardless of TSR
Message always availability, check this box. Play Greeting Message must also be
checked.
Greeting Message To select a Greeting Message, click the button next to the empty
File Greeting Message File box. A dialog box will open to the Vox folder,
displaying all possible message choices. Highlight a file name and
click Select. The name of the Vox file selected will appear in the box.
Play Looping Hold If TSRs are allowed to place callers on hold, it may be required to
Message activate the Play Looping Hold Message option. To do this, check
Play Looping Hold Message.
Hold Message File Select a VOX file by clicking the button next to the empty Hold
Message File Box. A dialog box will open to the Vox folder, displaying
all possible message choices. Highlight a file name and click Select.
The name of the Vox file selected will appear in the box.
Answering Select a VOX file by clicking the button next to the empty Answering
Machine Message Machine Message File Box. A dialog box will open to the Vox folder,
File displaying all possible message choices. Highlight a file name and
click Select. The name of the Vox file selected will appear in the box.
Play Beep Twice When this option is checked, the beep will be repeated, instead of
playing once.
Create Dual Tone When checked, the beep will play two different pitches at the same
Beep time.
Tone 1 and Tone 2 Frequency is the pitch of the beep. User can choose any value
Frequency between 200 and 4000 hertz. Tone 2 will only be used if Create Dual
Tone Beep is checked.
Tone 1 and Tone 2 Amplitude is the volume or loudness of the beep. User can use any
Amplitude value between 0 and 40 decibels. Tone 2 Amplitude will only be used
if Create Dual Tone Beep is checked.
Preview Timeout If Preview Timeout is set to 0, the Preview Timeout Action will be
ignored. Otherwise, the selected Preview Timeout Action will occur
after the designated number of seconds.
Preview Timeout Select from three Actions. Once the preview has timed out, the
Action selected action will occur.
Dial: The previewed number will be dialed.
Skip: The previewed number will be skipped, and the next record will
be previewed.
Go On Break: The Agent Station will go on break.
b. The same Caller ID as the Outbound Campaign: This option displays the same
Caller ID as the Outbound Campaign defined in the Campaign Display Name and
Phone Number when calls are transferred.
c. New caller ID Information (Display name and Phone Number): If new information
needs to be set as Caller ID, then this option is selected. Enter the Display Name
and Phone Number to be displayed.
the new field is of type telephone. Click Create. The new field created will be added in the
Telephone Field list box.
Similarly, for creating a new Term Code Field, enter a field name in the Create New Field
text box (field name must start with an alphabet and must not already exist in table) and
select the Term Code Field radio button to specify that the new field is of type term code.
Click Create. The new field created will be added in the Term Code Field list box.
4. To delete any pair from the selected area, click the field and click Remove.
Before selecting a verification ACD, make sure that a screen has been created and assigned to
it. To create a verification screen,
1. Click Base/Apply, and Base the Agent Screen on the campaign to be verified.
2. Select And Apply this screen to option. This enables the options to select a campaign or
ACD Group.
3. By default, the Selected Campaign radio button will be selected. Select the One or more
ACD groups radio button instead.
4. Select the Verification ACD Group from the list of ACD groups.
5. Save the screen.
Dialing begins When dialing begins on a campaign, the Dialer chooses how many lines
to dial based on the Initial Pacing setting, as defined by the user. For
example, if five agents log into a campaign, and the initial pacing is 3,
then 15 channels will begin dialing immediately.
The Dialer The Dialer evaluates the Drop Ratio and then compares it with the
compares the campaign’s Drop Ratio goal to adjust current pacing.
Drop Ratio to the
Drop Ratio Goal
The Dialer Based on the percentage of dropped calls; the Dialer lowers or rises the
adjusts pacing pacing. The pacing can only fluctuate within the Maximum and minimum
settings pacing defined by the user.
Repeat The Dialer will re-evaluate the Drop Ratio and lower or rise the current
pacing accordingly.
The Drop Ratio Goal effectively sets the speed of the dialer. A low Drop Ratio Goal will decrease
the number of calls dropped, but will probably increase wait time for each TSR. A high Drop Ratio
Goal will increase the number of calls dropped, but will probably decrease wait time for each
TSR.
including messaging, TSRs assigned, call routing, etc., as well as an Agent Screen, in many
cases.
With the exception of Inbound Auto Attendant, Night Mode, and Voice Mail ACD Groups, all ACD
Groups must have a campaign and an Agent Screen associated with them. The campaign is
necessary for data maintenance, as ACD Groups do not have their own Results tables. An
inbound Agent Screen is necessary for TSRs that are receiving calls. If TSRs will be placing
callbacks or manual calls, an outbound Agent Screen will be required. Therefore, it is also
recommended that an outbound Agent Screen should be created.
To access ACD Groups screen, select Tables from the Management toolbar. Select ACD
Groups from the menu. The screen shown next will appear.
ACD Group ID A unique, three-character code used to identify the ACD Group. The
ID can include alphabetic and numeric characters. ACD Group IDs
are used throughout the StrataDial system to store and display
statistical data.
Direct Dial If the current ACD group can be reached by direct dial, enter that
Voice Mail Box If Voice Mail Manager Application has been purchased, a Voice Mail
Box can be selected here. Click Select to open a window that lists all
available Voice Mail Boxes. Double-click the required Voice Mail Box
to select it. Only one Voice Mail Box can be selected per ACD group.
Call Routing Type Select whether the current ACD Group will function as an Auto
Attendant (calls will be distributed to other ACD Groups without
Agents), or using an Agent List (calls will be passed to agents) or
using IVR (calls will be passed to an IVR Script.) If Auto Attendant is
selected, the Agent List tab becomes disabled. Similarly, if Agent List
is selected, the Auto Attendant tab becomes disabled. If IVR is
selected, both the Auto Attendant and Agent List tab become
disabled.
DNIS Create and edit DNIS numbers for inclusion in this field. A DNIS
number is a direct telephone number that is assigned to an ACD
group. This field is optional. If, for example, a user has an 800 number
that his customers use to dial in, he will enter it here. Creating and
editing DNIS numbers are addressed later in Section 4.2.3.7 Creating
and Editing DNIS Entries.
Answer Priority Assign a priority level to ACD group so that when two or more
inbound calls are waiting in a queue, the call for ACD group with
higher priority level will be serviced first. Set ‘0’ for no priority, ‘1’ for
highest priority and ‘10’ for least priority.
2. Invalid Response Message: This optional VOX message alerts callers that their telephone
keypad entries are invalid. This message will only be played if Invalid Response Message
has been selected.
a. Click Browse by the Invalid Response Message field. A browse window will open to
the S:\StrataDial\Vox directory.
b. Locate VOX files for each message. Highlight the VOX file required and click Select.
3. Input Timeout: Defines the amount of time in seconds before the dialer decides the caller
has not entered a response. After the timeout period has passed, the action defined in No
Response list box at the bottom of the screen will occur.
4. Key definition section: An action, or event, can be defined for every key on a telephone
keypad. Keys include the numbers 1-9, and the symbols asterisk (*) and pound (#). These
actions are summarized in the table provided below. If does not need to use a key, do not
assign an action to that key. If a key is clicked that has no action assigned, the Invalid
action at the bottom of the screen will be used.
5. Invalid: Other than playing an invalid response message, user may also define an action to
be taken in case of an invalid response from the caller.
6. No Response: Any action can be taken in case of no response from the caller.
After the Greeting Message is played to a caller, they are prompted with choices. These choices
are directly related to a certain Key (DTMF) being clicked and an associated Action. There are 7
types of Actions:
This will take the caller back to the start of the current Auto
Send to Auto Attendant
Attendant and replay the Greeting Message.
This will transfer the caller to the associated Voice Mail Box
Send to Voice Mail
number assigned in the ACD Group tab.
This will transfer the caller to an alternate telephone
Transfer to an outside line number outside of the StrataDial system as specified in the
Transfer Setup tab.
Hang up (HU Term Code) This will disconnect the caller and end the call.
This will play a message to a caller who has pressed an
Play Invalid Message
incorrect menu option.
The question mark button next to each list box contains information on the available options.
Time to Overflow Time in seconds until the call is moved to an Overflow ACD Group. It
is recommended to define an Overflow ACD Groups if the amount of
time an inbound caller can be on hold needs to be limited.
ACD Over Flow Select up to five ACD groups to be used as Overflow Groups. These
Group Groups will receive overflow calls from the current ACD Group based
on the Time to Overflow field.
Verification ACD Like campaigns, ACD group calls can be verified as well. Select a
Group Verification ACD group here.
Minimum Pitch Time in seconds before a call is statistically rated a pitch. This figure
is used in statistic reporting.
Beep Agents Check this box to enable an alerting beep in ACD Agents’ headsets
when they receive calls.
Tone Frequency Frequency is the pitch of the beep. Choose any value between 200
and 4000 hertz
Tone Amplitude Amplitude is the volume or loudness of the beep. Use any value
between 0 and 40 decibels.
Play Transfer Select a message to be played to inform the caller he or she is about
Message to be transferred.
Transfer Number The telephone number to which the caller will be transferred.
Transfer Prefix Enter a dialing prefix, if necessary. In the example above, the dialer
will dial 9 followed by a pause (represented by the comma) before
dialing any number. For example, a transfer prefix could be a long
distance code.
No Hold During Selecting this box sets the channel status to free when a call is
Transfer transferred.
1. To remove an existing DNIS entry, highlight the entry and click Remove.
2. To add an existing DNIS entry to an ACD Group,
a. Click Add. The DNIS selection screen below will appear.
b. Double-click the DNIS to be added. It will disappear from the DNIS Selection screen.
c. Click Exit. The newly selected DNIS will become visible in the DNIS field in the ACD
Group tab.
3. Create a new DNIS or edit an existing DNIS.
a. In the ACD Group tab, click Add to open the DNIS selection screen.
b. Click New DNIS. The DNIS setup screen will appear, as below.
c. To create a new DNIS, enter the DNIS and a description. Click Save.
d. To edit an existing DNIS entry, click Undo Modification. Use the blue arrows to
locate the DNIS to be modified, and make the required changes. Click Save.
e. Click Exit. The new or modified DNIS will appear in the DNIS Selection screen
4.2.4. Agents
Anyone who uses the StrataDial System will need a unique User ID or Agent ID. This includes
TSRs, supervisors, and administrators. These IDs are used by the VC2 Launcher to determine
what users are allowed to access each piece of software. Administrators can modify these
permissions in the VC2 Launcher based on each Agent ID.
Agent IDs are unique, three-character descriptors independent of User IDs. The activity of each
TSR will be logged based on their Agent ID. These Agent IDs are created, modified, and deleted
in the Agent Table screen.
To access the Agent Table screen, select Tables from the Management toolbar. Select Agents
from the menu. The following screen will appear.
Active When this box is unchecked, the Agent ID will not be available to
users as a login and the associated agent will be marked as inactive.
When a TSR leaves your company, there may be a need to access
statistics generated by that TSR; therefore, it is recommend that
rather than delete TSR entries, the TSR should be made inactive.
Extension This is the extension number required to send a call to the agent.
Supervisor This is the name of the assigned supervisor for this agent.
Location The name of the physical location assigned to the agent for work.
User Fields 1-3 These are optional supplementary fields provided in case any
additional information needs to be saved relevant to the agent.
Inbound Connect This is the priority of agent for receiving inbound calls.
Priority
Outbound Connect This is the priority of agent for receiving outbound calls.
Priority
Station to Station Select the ACD group to be used for Station-to-Station transfers.
Transfer ACD
Group
4. Click from the menu and enter the following information. Alternatively, click to open
an existing user’s profile.
5. Click OK to save.
6. Exit Silent Observer and return to Table Management toolbar.
7. Click ACD Groups.
8. On Acdgroup Table screen, select Auto Attendant radio button in Call Routing Type
section.
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9. Go to Auto Attendant tab and select Remote Service Menu for * key.
Depending on the size of Results table, the generation of this list can take several minutes. Select
all required values from the list by clicking the CTRL key of the keyboard and clicking on required
values. Once values are selected, click Done to load the values in the Value field. Uncheck
Enable Field Query, if there is no need to view the list of the contents of the field.
6. To remove the time part from last connect date field, select Truncate the time part of
LCDATE.
7. Click Next when finished.
4.2.6.5 Previewing
The Preview window allows user to view data, view new fields if any were created, and create an
export template.
CALLID Unique 8-character identifier assigned by the dialer when a record is called.
ADDR Address
CITY City
STATE State
ZIP Zip
LCDATE Last Call Date This field is populated with the date the record was last called
by the dialer. The date format is month/day/year.
LCTIME Last Call Time. This field is populated with the time the record was last called
by the dialer. The time format is seconds after midnight.
LIST FILE If the record is currently in use by a DynaCall call list, the name of that call list
will appear here.
TELMKTCD The Agent ID of the TSR who last accessed this record.
ACDAGENT The ID of the ACD Agent who last accessed this record.
CBDATE The date of the next scheduled call back, if any. The date format is
month/day/year.
CAMPAIGNID Campaign ID
HISTORY Contains a record of every time the current telephone number was handled by
a TSR.
CALLCOUNT The number of times the record was dialed for this campaign.
CCALLIDNUM Call ID phone number passed to the telco for this call.
IMP- DATE Date the record was imported into the Results table.
4. Click Add to move the filter criterion to the main portion of the screen. Repeat to add
additional criteria.
5. Highlight a filter criterion and click Delete to remove it.
6. Click OR to enter a filter criterion that is acceptable even if the first criterion is not met. For
example, user may search for TERMCD = SA *OR* TERMCD = CB.
7. To move a filter criterion, use Up or Down.
8. To remove all criteria, click Reset.
9. To apply the criteria to the table, click OK. A message will appear showing how many
records matched the criteria and then user will be returned to the main screen. Only
records matching the filter will be displayed. At this point, use Export if user would like to
export only data matching the filter criteria.
10. The criteria will be stored until user click Reset, select a different table, or exit the Filter
screen.
Clearing Filter
Once Filter has been used, only data matching the criteria will be displayed. Click Clear Filter to
remove the filter conditions and view all records.
There are three parts of each filter criterion: the source table field, the operator, and the value.
For example, to purge all records with a termination code of 9*, user would enter Field: TERMCD,
Operator: =, Value: 9*.
a. Use the Field Name list box to select the name of the field to be filtered. Only fields
that appear in the preview window can be selected.
b. Use the Operator list box to choose an operation. All available operators are listed
below. To negate any of these operations, select the Not checkbox. In other words,
instead of selecting all TERMCD records that are LIKE the termination code 9*, we
could select all TERMCD records that are NOT LIKE the termination code SA.
4. Enter the Value the contents of the field will be compared to. In the TERMCD example, the
value would be 9*.
5. To create more criteria, select AND or OR using the AND/OR list box, and then enter the
additional criteria.
AND: The record must meet both criteria to be purged.
6. If user has any programming knowledge, he can select the Custom query option to write
code for filter criteria.
Term Code The termination code can be comprised of numbers and capital
letters.
System Code When this box is checked, the termination code is marked as a
system term code and therefore cannot be altered or deleted.
Description The termination code description will be seen by TSRs when they are
selecting termination codes from their Agent Screens.
Sale Code/Call A termination code must be identified by one type. This information is
Back Code/Others used in statistics and reporting, callbacks and campaigns that require
verification. The term code type is critical for proper call handling. By
default, the termination code “SA” is a Sale Code, and “CB” is a Call
Back code. All other termination codes fall into the “Others” category.
Message This option is not currently used and has been reserved for future use.
2. Enter the termination code, a description and select a term code type.
3. Select Save when complete.
4.2.14. Exchanges
In this screen, users specify dialing procedures and rules for specific area codes and telephone
exchanges. Dial prefixes and suffixes are also defined here. There should always be at least one
record in the database for the country the dialer is located in and another for the local city/area
code. There should also be a record with a blank Country, Areacode, and Exchange that will
serve as the default dialing parameters for any numbers that do not match.
To access the Exchange Table screen, select Tables from the Management toolbar. Select
Exchanges from the menu. The screen shown next will appear.
Country Code Specifies the country code of the current record. The country code for
telephone numbers within the United States is 1.
Area Code Specifies the area code of the current record. If this field is left blank,
the dialing parameters in this entry will apply to all area codes that do
not have a specific entry in this table.
Exchange Defines the three-digit exchange. If this field is left blank, the dialing
parameters in this entry will apply to all telephone exchanges within
the listed area code that do not have an individual entry in this table.
Long Distance If checked, all telephone numbers that match the defined combination
Numbers of country code, area code and exchange will be treated as a long
distance number by the dialer. This may affect channel usage, as
some channels may be enabled for long distance dialing, and other
channels may not.
Dial One Before If checked, “1” will be dialed before the phone number is dialed for all
Number numbers that match the country codes, area codes, and exchanges
listed here.
Dial Country Code If checked, the country code will be dialed for all numbers that match
the country codes, area codes, and exchanges listed here.
Dial City Code If checked, the city or area code will be dialed for all numbers that
match the country codes, area codes, and exchanges listed here.
Dial Prefix The number that is dialed before the telephone number in order to
connect to an outside line. For example, some telephone systems
require 9 to be dialed to reach an outside line. When using this option,
a comma may be required after the prefix.
Note: Please consult your supervisor for information on specific
requirements.
Dial Suffix The number that is dialed after the telephone number, for example, a
long distance code.
Country Code Dialing locations within the U.S. have a country code of 1.
City Code In U.S., this is the 3-digit area code. This may vary for other countries
Time Zone Name Contains the time relative to Greenwich Mean Time (GMT), and name
of the Time Zone. For example, if Central Time is selected, this field
will display “(GMT-06 00) Central Time (US & Canada)”.
Offset from GMT Shows the difference between the selected area time zone and
Greenwich Mean Time (GMT). For example, Central Time is GMT –
06 00, meaning that when Greenwich Mean Time is 6 00 p.m., it is
12 00 noon in Central Time.
Start Day, Last For areas that participate in Daylight Savings Time, these fields
Day, Abbreviation, display the first and last days of Daylight Savings time along with the
Daylight Bias number of minutes to be saved.
Dialer Schedule
This data defines appropriate dialing hours for the listed time zone.
When a new record is created, the default dialing times are 8:00 a.m.
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to 9:00 p.m., Monday through Friday, and 12:00 a.m. to 12:00 a.m. on
Saturday and Sunday. This information is used by the DynaCall
application during the list generation process. Please see the
DynaCall manual for more information.
3. Click Save to save the changes. If Exit is clicked, changes will not be automatically saved.
4. Click Undo to remove unsaved changes, and Redo to return changes removed with Undo.
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4.2.18. Translation
This utility helps user add various phrases in different languages to customize language of text
displayed in the Agent Screen Script Area. There should only be one entry for each Language ID
and English description combination.
Play Script Plays script file and allows the user to hear VOX messages.
Recording Manager Allows user to create new VOX recordings or play existing
recordings.
Move up selected line Use this button to move the selected line (from the scrip building
area) one step up to reorganize sequence of script.
Move down selected line Use this button to move the selected line (from the scrip building
area) one step down to reorganize sequence of script.
Play Speech File Plays a message file (VOX file) that user selects to either a live
answer or an answering machine.
Say String Takes user input string and says it when dialed using text-to-speech.
User Response Allow the caller to enter a one-digit response (0-9) on their telephone
keypad. Based on that response, the system will then branch to other
areas of the script.
Save Term Code Saves the selected term code and plays the selected VOX file. Note
and Play Speech that this button does not save the script. To save select, Save located
File at the top of the screen.
Save TC Saves the selected termination code so that user can identify those
prospects that initially indicated an interest in the product or service
but did not stay on the line for the entire message.
Start Recording Prompts the caller to leave a voice message. Saves all messages in
the StrataDial\Vox directory.
Transfer Plays a selected Vox file, then transfers a call to a designated number
and defines what action is to be taken if transfer fails.
Data Entry Captures the DTMF (telephone keypad) and stores it in the database.
Say Data Says/plays the selected data variables using text-to-speech. To define
data variables, see the “Get Data” section.
Valid Input Keys These keys represent the keys on a telephone keypad. They are used
in combination with Get User Data.
Patch Command Specifies which campaign the caller is transferred to in case, of any
error in IVR script.
Scenario I - Greeting message with voice capture and answering machine message:
In this example, three Vox files need to be prepared in advance. In the example, these files are
named GREETMSG.VOX, RECORD.VOX, and ANSGREET.VOX.
5. Highlight the “PLAY yourfilename.VOX and RECORD” line. Click Save TC and select a
termination code.
8. Click OK.
9. Highlight the “PLAY yourfilename.VOX” line. Click Save TC and select a termination code.
Say String:
This feature also makes use of text to speech capability of StrataDial.
1. Click Say String.
Transfer:
Transfer is used to transfer listeners to an outside line. Clicking Transfer opens the Transfer
configuration screen.
1. Enter the number to which the caller will be transferred. Include any required dialing prefix
or suffix (such as 1, 9, or a long distance code).
2. If the caller needs to be transferred to an ACD group, select the respective ACD group from
here.
3. Select whether call will be transferred from a Dual Line or a Single Line.
4. Specify which line in the script the caller should be taken to in case, of transfer failure or if
an operator intercept is encountered.
Similarly, specify which line in the script the caller should be taken to in case, caller
encounters a busy signal or no answer.
Start recording:
1. Use this feature to record a voice message from the listener.
2. Highlight the instruction line that the recording will follow.
3. Click Start Recording.
4. Select the Vox file to be played before recording starts. For example, “Please state your
complete address.”
5. If user has already created a Data Variable in the Get Data feature, he will be prompted to
rename the recorded file with a data variable name.
6. If renaming is not required, click Cancel to use the default file name.
Go to line:
This feature allows user to redirect the listener to an instruction line that does not follow the
current instruction line. For example, if user has given the listener a list of options, he may want a
final instruction that says, “To hear these options again, please press 8.” Input Key 8 would then
have a Go To Line instruction that restarts the option listing.
User may also choose to skip ahead in the instruction sequence. For example, at the beginning of
a message that lists user input options, a message might state, “Listen carefully to the following
options. To exit this menu and speak to an agent, press 9.” Input Key 9 would have a Go To Line
instruction that skipped ahead to a transfer instruction.
1. Highlight the instruction line where the “Go To Line” command will run.
2. Click Go to Line.
3. Select the instruction line from the list and click OK.
Get data:
Get Data prompts the user to enter digits from their telephone keypad. These digits are stored in
a data variable.
1. Click Get Data.
2. The Data Properties screen will open.
Say Data:
Say Data provides the StrataDial text to speech conversion feature. Text data selected here will
be converted to speech and played to the listener. Before Say Data can be used, user must
create a Data Variable, using Get Data or Query Data.
Query Data:
This feature allows user to look up data already stored in a table, based on caller data. A data
variable must already be created using the Get Data feature before Query Data can be used.
1. Click Query Data.
2. Store query result in data variable shows the variable name in which query result will be
saved for use. This name can be modified.
3. Select the name of the data variable to be used to locate the new data from Search Data.
4. Select a table to search in by clicking on ODBC.
“Press 1 for directions to our office. Press 2 to locate your account. Press 3 to be transferred to a
live agent. Press 4 to hear these selections again.”
IF
Based on data entered by the customer IF feature allows user to move him to different instruction
lines. User must create at least two data variables using Get Data and/or Query Data before this
feature can be used.
Here is an example of an IF statement:
If A = B,
Go to line 1
Else,
Go to line 2.
In this example, if A has a value of 23, and B also has a value of 23, the listener will be directed
to line 1. If A and B have different values, the listener will be directed to line 2.
4. Enter a value to which the first data variable will be compared in the Or Equal To text box.
The first variable will be compared with this value in addition to the variable in Equal to
Data list box.
5. Select an instruction line to go to if the statement is true.
6. Below the word “Else,” select an instruction line to go to if the statement is false.
Patch
Patch specifies which campaign the prospect is transferred to in case, of any failure in IVR script.
1. Click Patch.
Run Script
1. Click this button to run the script.
Recording Manager
Recording Manager helps user to create new voice recordings, play existing files, delete files and
rename Vox files.
2. Select the required file and click Play, Delete, Rename or Exit as required.
2. Click and type a unique Break Reason Code and its description.
3. Click .
1. Use navigation buttons or to select the code that you want to modify.
1. Use navigation buttons or to select the code that you want to delete.
2. Click .
1. Enter the Country Code and the Area Code of the list being generated. For example, 1 and
713, respectively.
2. Enter the Beginning # (beginning number) and Ending # (ending number) for the sequence.
These numbers represent the exchange and the last four digits of the telephone number.
The Beginning Number is the lowest number in the range, and the Ending Number is the
highest number in the range. All numbers in this sequential Call List will begin with 713-
795-0000 and end with 713-795-9999.
3. Enter the Step. This is the increment by which the numbers will be generated.
For example, with an increment of 1, the first three telephone numbers would be: 713-795-
0000, 713-795-0001 and 713-795-0002.
With an increment of 3, the first three telephone numbers would be: 713-795-0000, 713-
795-0003 and 713-795-0006.
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4. Select the Campaign in which the list numbers will be restricted from being dialed and click
Apply. Status for the addition of restriction number becomes visible on the screen. Once
transaction is complete, a message displaying “Adding the restriction numbers is
completed” will appear.
4.2.23. History
Data on all telephone transactions is recorded and can be accessed at any time. To view the full
history of a telephone number within the StrataDial System, use the History utility in Table
Management.
2. Column sequence can be rearranged by clicking on any field and dragging it to the required
position without releasing the mouse.
3. To view the name of the table a record is from, move the scrollbar all the way to the right. A
field named SOURCEFILE contains the name of the source table for each record. In this
example, the records exist in campaigns TST (white and gray records). The record appears
once in Results table from campaign TST and many times in Call Trak table.
4. To view the record in detail, highlight a record and click Detail. A new window will open that
displays that record’s source table. A record pointer will be at the record in question.
Enable
Disable Enable
Scenario Campaign DNC Example
Global DNC National DNC
for Campaign
Company A has two
campaigns for products
X and Y. Person on
number 123 is
contacted for product X
and requests never to
be contacted again for
To filter
that product.. Therefore,
Campaign Check Check Uncheck
123 can be set as DNC
specific DNC
number for Campaign X
(because of his
request), but 123 can
still be dialed from
Campaign Y (as 123 is
still a prospective client
for product Y).
To filter Person on number 123
Uncheck Uncheck Uncheck
System-wide/ is not interested in any
This new feature is provided in creating a sequential call list, merging call lists, dividing call lists,
and Editing/Rebuilding call lists.
6. Click Next.
There are three parts of a filter criterion: the source table field, the criteria, and the value.
To illustrate the filter selection process, we will set one criterion to import only those
records that are from country USA.
a. Use the Field Name list box to select the name of the field to be filtered. Only fields
that appear in the preview window can be selected. In the example given above, the
field name is COUNTRY.
b. Use the Criteria list box to choose an operation. In the example given above, we
have chosen the operator EXACTLY EQUAL. All available operators are listed below.
To negate any of these operations, select the Not checkbox. In other words, instead
of selecting all COUNTRY records that are EXACTLY EQUAL to 6, we could select
all COUNTRY records that are NOT EXACTLY EQUAL to 6.
The table given below shows all criteria operators with their description:
Operator Description
c.Enter a Value against which the contents of the field will be compared. In the
example, we have compared every country to the value 1.
3. After completing the first criterion, there are three options.
a. Click Next to continue to Step 6 with no additional criteria.
b. To create a second criterion and use both of the criteria, select AND from the
AND/OR list box.
c. To create a second criterion and use either of the criteria, select OR from the
AND/OR list box.
4. Click Next to continue.
5. Order By
To import records in order by a specific field or multiple fields, go to the Order By tab.
7. Miscellaneous
The screen displayed next contains the default settings for the Miscellaneous tab.
The Preview Screen provides an opportunity to look at data before importing. If any fields are
mapped incorrectly, click Back to correct the Import Profile. Otherwise, click Finish. Clicking
Cancel returns user back to Creating a New Call List main screen.
With an increment of 3, the first three telephone numbers would be: 713-795-0000, 713-
795-0003 and 713-795-0006.
Enable
Disable Enable
Scenario Campaign DNC Example
Global DNC National DNC
for Campaign
Company A has two
campaigns for products
X and Y. Person on
number 123 is contacted
for product X and
requests never to be
contacted again for that
To filter
product.. Therefore, 123
Campaign Check Check Uncheck
can be set as DNC
specific DNC
number for Campaign X
(because of his request),
but 123 can still be
dialed from Campaign Y
(as 123 is still a
prospective client for
product Y).
Person on number 123
To filter
is not interested in any
System-wide/ Uncheck Uncheck Uncheck
products at all and does
Global DNC
not wish to be contacted.
To filter
Uncheck Uncheck Check FTC DNC
National DNC
Selection of a campaign from Enable Campaign DNC for Campaign loads the current defined
DNC setting of chosen campaign on the screen. This way the DNC numbers for selected
campaign are the ones that become DNC numbers for the call list being created.
For example, Check Enable National DNC if only numbers restricted by FTC are to be excluded
from the new Call List.
3. Name the New Call List. Click Save As. This pops up a dialog box. Browse to where the
new Call List needs to be saved, type the name for the new list in the List File field and
click Save. Call List names may contain up to eight characters with no spaces. Make sure
the file Save as type is ‘DAT’.
4. Select a Term Code. By default, records in the new list will keep the termination code from
the original lists, as indicated by the ‘Don’t Reset’ value in Term code list box. To reset the
termination code, use the Term Code list box to select a new termination code.
5. Sort the new list by a specific field by selecting the Sort By list box.
6. Select Term Codes to Merge in case, only records with certain termination codes are
required to be merged into the new lists. If no termination codes are selected, no records
will be merged.
a. To merge all records, click the double arrow to select all termination codes.
b. To select only some termination codes to merge, highlight a term code and click the
single arrow.
c. To remove a selected term code, highlight the term code and click the single arrow
pointing left.
7. Select call lists to be merged. Click Select next to one of ten open fields. A dialog box
opens the Lists folder. Highlight a list name and click Select. Repeat until the required Call
Lists are selected (up to ten lists).
8. Click Build. A status window will be displayed in the upper right corner. When the new list
is finished, a message box displaying ‘Task Completed’ appears. If new file name is not
given when Build is clicked, a warning box is displayed.
9. Click Exit when finished.
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Enable
Disable
Campaign Enable
Scenario Global Example
DNC for National DNC
DNC
Campaign
Company A has two
campaigns for products X
and Y. Person on number
123 is contacted for product
X and requests never to be
To filter contacted again for that
Campaign Check Check Uncheck product.. Therefore, 123 can
specific DNC be set as DNC number for
Campaign X (because of his
request), but 123 can still be
dialed from Campaign Y (as
123 is still a prospective
client for product Y).
Person on number 123 is not
To filter
interested in any products at
System-wide/ Uncheck Uncheck Uncheck
all and does not wish to be
Global DNC
contacted.
To filter
Uncheck Uncheck Check FTC DNC
National DNC
Selection of a campaign from Enable Campaign DNC for Campaign loads the current defined
DNC setting of chosen campaign on the screen. This way the DNC numbers for selected
campaign are the ones that become DNC numbers for the call list being created.
For example, check Enable National DNC if only numbers restricted by FTC are to be excluded
from the new Call List.
Enable
Disable
Campaign Enable
Scenario Global Example
DNC for National DNC
DNC
Campaign
Company A has two
campaigns for products X
and Y. Person on number
To filter 123 is contacted for product
Campaign Check Check Uncheck X and requests never to be
specific DNC contacted again for that
product.. Therefore, 123 can
be set as DNC number for
Campaign X (because of his
Selection of a campaign from Enable Campaign DNC for Campaign loads the current defined
DNC setting of chosen campaign on the screen. This way the DNC numbers for selected
campaign are the ones that become DNC numbers for the call list being created.
For example, Check Enable National DNC if only numbers restricted by FTC are to be excluded
from the new Call List.
status display will appear in the upper right corner of the screen. When the call list has
been updated, a “Task Completed!” message will be displayed.
4. Click Exit when finished.
Enable
Disable
Campaign Enable
Scenario Global Example
DNC for National DNC
DNC
Campaign
Company A has two
campaigns for products X
and Y. Person on number
123 is contacted for product
X and requests never to be
To filter contacted again for that
Campaign Check Check Uncheck product.. Therefore, 123 can
specific DNC be set as DNC number for
Campaign X (because of his
request), but 123 can still be
dialed from Campaign Y (as
123 is still a prospective
client for product Y).
Person on number 123 is not
To filter
interested in any products at
System-wide/ Uncheck Uncheck Uncheck
all and does not wish to be
Global DNC
contacted.
To filter
Uncheck Uncheck Check FTC DNC
National DNC
Selection of a campaign from Enable Campaign DNC for Campaign loads the current defined
DNC setting of chosen campaign on the screen. This way the DNC numbers for selected
campaign are the ones that become DNC numbers for the call list being created.
For example, Check Enable National DNC if only numbers restricted by FTC are to be excluded
from the new Call List.
1. Term Code Grid: The left grid column, Term Code, displays one of each termination code
in the call list. The second column, Total, shows how many records in the call list matched
the corresponding termination code. The third column, Select allows the user to specify
which term codes to export. The fourth column, Records to Add, is used for selecting
records that you want to use to export from a list, to create a new list, or to purge the
existing list.
2. Term Code Graph: The graph displays the data from the grid. The vertical axis of the
graph indicates the number of occurrence. Each colored column represents a termination
code. A color-key for these columns is on the right side of the graph.
4.4. Reports
StrataDial.VC2 offers a wide array of reporting tools that allows monitoring the productivity of a
call center in a number of different ways. In this section, each report available within the system
will be discussed. At the beginning of each topic, a summary of the report is given, followed by an
explanation of how to use the report, and finally a description of the data displayed in each report.
All reports are accessed through the Management application. Open Management from the VC2
Launcher and then select Reports from the toolbar. The Reports menu below will appear.
Report Type Select Call Back Report, Sales Report or Call Back Due Report according
to requirement.
Time Frame Select a date and time range of records to be included in the report.
Report by Shift only applies to reports with a date range of more than
one day. If report by shift is checked, the report time range will be
interpreted as a daily setting. In the example pictured above, the report
st
data would include dialing from 9:00 am to 9:00 pm on August 1 , from
nd
9:00 am to 9:00 pm on August 2 , and from 9:00 am to 9:00 pm on
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rd
August 3 . In other words, data is reported in “shift time per day”.
If report by shift is not checked, the report time range will not be used as a
daily setting. For example, if the dates and times above were used, data
st rd
would be reported from 9:00 am on August 1 to 9:00 pm on August 3 . In
other words, data is reported “around the clock.”
Sort by Report data will appear in alphabetical or numeric order based on the field
selected here. Options include first name, last name, city, state, zip,
sale/call back date, and sale/call back time.
Agents Only agents that were active during the selected date range will appear in
the Available box. Highlight one agent and click the single arrow to select.
To select all available agents, click the double arrow. To remove agents
from the selected box, highlight the agent’s name and click the arrow
pointing left.
Campaigns Only campaigns that were active during the selected date range will
appear in the Available box. Highlight one campaign and click the single
arrow to select. To select all available campaigns, click the double arrow.
To remove a campaign from the selected box, highlight the campaign
name and click the arrow pointing left.
Totals Total callback and sales are displayed for each agent and campaign. At
the end of the report, a Grand Total is displayed.
Call Back Call back date: Date scheduled by the agent for the number to be called
Report back.
Call back time: Time scheduled by the agent for the number to be called
back.
Group Report Agent: The report will be grouped by agent and then sub-grouped by
by (Agent or campaign.
Campaign)
Campaign: The report will be grouped first by campaign and then sub-
grouped by agent.
Level of Detail Detailed: The agents’ activity is broken down by Campaign, followed by a
summary for the Agent.
Summary: The campaign-by-campaign breakdown is omitted, printing
only the summary data for each Agent. This is reversed for the Campaign
Reports.
Date Range Select a date and time range of records to be included in the report.
Report by Shift only applies to reports with a date range of more than
one day. If report by shift is checked, the report time range will be
interpreted as a daily setting.
If report by shift is not checked, the report time range will not be used as a
daily setting. For example, if the dates and times above were used, data
th rd
would be reported from 9:00 am on July 4 to 9:00 pm on August 3 . In
other words, data is reported “around the clock.”
Agent or The bottom portion of the screen contains Agent names or Campaign
Campaign names, based on user choice in the Group Report by category. Only
Selection agents or campaigns that were active during the selected date range will
appear in the Available box. Highlight one agent or campaign and click
the single arrow to select. To select all available agents or campaigns,
click the double arrow. To remove agents or campaigns from the Selected
box, highlight the agent or campaign name and click the arrow pointing
left.
Login Time Hours, minutes, and seconds the agent has been logged in.
Talk Time Hours, minutes, and seconds the agent has spent talking.
Break Time Hours, minutes, and seconds the agent has been on break.
Pitches Number of calls that remained connected to agents for a period at least as
long as the pitch length defined in the campaign profile.
Amount Total sales amount for all sales. This data comes from the S__AMOUNT
field in the campaign Results table. If a custom sales amount field is used,
this value will be zero.
Wait Time Hours, minutes, and seconds the agent was logged in but not on break,
talking, or in wrap up.
Idle Hours, minutes, and seconds the agent was logged and was in idle state.
Wrap up Time Hours, minutes, and seconds the agent was in a wrap up status (the
agent has disconnected the call, but has not yet terminated the call).
Available Hours, minutes, and seconds the agent was available for calls.
Totals Totals for each field listed above are displayed for each agent and
campaign. At the end of the report, a Grand Total is displayed.
Call Count by This summary appears for each campaign in the report. It displays the
Call Type number of calls dialed or received for each call type. For detail on the call
types listed here, please see the Glossary.
Level of Detail: Data will be grouped by campaign, and statistics will be displayed for
Detail each agent.
Summary: Data will be displayed for each campaign, and no information
will be displayed for individual agents.
Time Frame Select a date and time range of records for which data will be displayed.
Campaign Only campaigns that were active during the selected date range will appear
in the Available box. Highlight one campaign and click the single arrow to
select. To select all available campaigns, click the double arrow. To remove
a campaign from the selected box, highlight the campaign name and click
the arrow pointing left.
Term Codes Select at least one termination code for each category, “Yes,” “Maybe,” and
“No,” by highlighting the code and clicking the single arrow.
Talk Time Hours, minutes, and seconds the agent has spent talking.
[No] Term Codes Number of calls terminated with a termination code from the “No”
category.
[Maybe] Term Number of calls terminated with a termination code from the “Maybe”
Codes category.
[Yes] Term Number of calls terminated with a termination code from the “Yes”
Codes category.
Sales Amount The sales amount divided by the talk time for each agent.
Per Talk Time
Hour
Average Sales The sales amount divided by the number of No, Maybe, or Yes calls.
Amount
Totals Totals for each campaign are displayed. At the end of the report, a
Grand Total is displayed.
Level of Detail Detail: Data will be grouped by campaign, and statistics will be displayed
for each agent.
Summary: Data will be displayed for each campaign, and no information
will be displayed for individual agents.
Report Type Agent: The report will be grouped by agent and then sub-grouped by
campaign.
Campaign: The report will be grouped first by campaign and then sub-
grouped by agent.
Time Frame Select a date range and a time range of records for which data will be
displayed.
Agent or The bottom portion of the screen will contain Agent names or Campaign
Campaign names, based on user selection in the Group Report by category. Only
Selection agents or campaigns that were active during the selected date range will
appear in the Available box. Highlight one agent or campaign and click the
single arrow to select. To select all available agents or campaigns, click
the double arrow. To remove agents or campaigns from the Selected box,
highlight the agent or campaign name and click the arrow pointing left.
Term Codes Select at least one termination code for each category, Contacts and
Completes, by highlighting the code and clicking the single arrow.
Login Time Hours, minutes, and seconds the agent has been logged in.
Talk Time Hours, minutes, and seconds the agent has spent talking.
Break Time Hours, minutes, and seconds the agent has been on break.
Contacts Term Codes that will tell the dialer NOT to dial the next number for a
record.
Complete Term Codes that will tell DynaCall to never dial a record again.
Amount Total sales amount for all sales. This data comes from the S__AMOUNT
field in the campaign results table. If a custom sales amount field is used,
this value will be zero.
Wait Time Hours, minutes, and seconds the agent was logged in but not on break,
talking, or in wrap up.
Idle Hours, minutes, and seconds the agent was logged and was in idle state.
Wrap up Time Hours, minutes, and seconds the agent was in a wrap up status (the call
is disconnected, but has not been terminated).
Totals Totals for each field listed above are displayed for each agent and
campaign. At the end of the report, a Grand Total is displayed.
Call Count by Call This summary appears for each campaign in the report. It shows a
Type breakdown of calls within the date and time range based on call types
Outbound, Inbound, Manual, and Call Back calls. Refer to the Glossary for
a definition of these terms.
Description The termination code description from the Term Code table.
Total Number of records in the Call List matching the termination code.
% of Total Number of records matching the termination code, divided by the total
number of records in the Call List.
Comments Text in the comments field in the Term Code table is displayed here.
Level of Detail Show termination codes for each agent grouped by campaign: Data
will be grouped by campaign, and statistics will be displayed for each
agent.
Show termination codes for each campaign only: Data will be grouped
by campaign only and no agent-specific data will be displayed.
Date & Time Select a date and time range for which data will be displayed.
Campaigns Highlight one campaign and click the single arrow to select. To select all
available campaigns, click the double arrow. To remove campaigns from
the selected box, highlight the campaign name and click the arrow
pointing left.
Description The term code description, taken from the Term Code table.
Call Count by This summary appears for each campaign in the report. It shows a
Call Type breakdown of calls within the date and time range based on call types
Outbound, Inbound, Manual, and Call Back calls. Refer to the Glossary
for a definition of these terms.
Date & Time Select a date range and a time range for which data will be displayed.
Group By Use the list box to select a field to group by. For example, it may be
required to view the distribution of termination codes for each state, or
for each telemarketer.
Term Code The termination code assigned and its description taken from the Term
Code table.
Count The number of times the termination code occurs in selected campaign.
Grand Total The total number of calls that are assigned that termination code in the
selected campaign.
Level of Detail Detailed: Date, time and minutes are displayed for calls of selected
campaigns.
Summary: Only the total time and minutes of calls of selected campaigns
are displayed.
Date Range Select a date range for which data will be displayed.
Campaign Use the list box to select a campaign. Only campaigns that were active
during the selected date range will appear in the Available box. Highlight
one campaign and click the single arrow to select. To select all available
campaigns, click the double arrow. To remove a campaign from the
selected box, highlight the campaign name and click the arrow pointing
left
Level of Detail Detail: Data will be grouped by campaign, and statistics will be displayed
for each agent.
Summary: Data will be displayed for each campaign, and no information
will be displayed for individual agents.
Date Range Select a date range and a time range of records for which data will be
displayed.
Agent or Agent names or Campaign names are presented based on user selection
Campaign in the Group Report by category. Only agents or campaigns that were
Selection active during the selected date range will appear in the Available box.
Highlight one agent or campaign and click the single arrow to select. To
select all available agents or campaigns, click the double arrow. To
remove agents or campaigns from the Selected box, highlight the agent
or campaign name and click the arrow pointing left.
Custom Groups Tiers let user group report data into sub groups based on selected fields.
Tiers For example, a report can be grouped first by campaign, then by agent,
and then by call type.
Save Custom Group allows user to save report configuration for later
use. Click Load Custom Group to load the saved configuration.
Date & Time Select a date range and a time range for which data will be displayed.
Campaign Use the list box to select a campaign. Only campaigns that were active
during the selected date range will appear in the Available box. Highlight
one campaign and click the single arrow to select. To select all available
campaigns, click the double arrow. To remove a campaign from the
selected box, highlight the campaign name and click the arrow pointing
left.
Term Code Indicates whether the termination code is a System code or an agent
Type code.
Total Count The number of records in the campaign and date range that have been
assigned the termination code.
Daily % The percentage of calls within the campaign comprised by the termination
code.
Drop Ratio The ratio of dropped calls to connected calls (i.e., the number of dropped
calls divided by the number of connected calls, times 100)
Campaigns Highlight one campaign and click the single arrow to select. To select all
available campaigns, click the double arrow. To remove campaigns from
the Selected box, highlight the campaign name and click the arrow
pointing left.
Term Codes Select at least one termination by highlighting the code and clicking the
single arrow. To select all available codes, click the double arrow.
Description The termination code description, taken from the Term Code table.
Grand Total Total call count of all campaigns with selected termination codes.
Starting Date Use the list box to select a starting date. The report will generate data
for one week, beginning on the selected date.
Completes, Select at least one termination code for each category. To select a
Contacts, Not termination code, highlight the code and click the single arrow.
Contacted
Agent Hours Total daily login time in hours, minutes, and seconds.
Logged
Agent Hours Total daily talk time in hours, minutes, and seconds.
Talked
Total Connects The number of outbound answers that were connected to an agent.
Sales per Hour The number of sale-type termination codes divided by the number of
Logged hours logged.
Contacts per The total number of contacts divided by the number of hours logged.
Hour Logged
Dials per Hour Total dials divided by the number of hours logged.
Logged
Level of Report Detailed: The telephone number, call ID, name, and VOX file name will
be displayed for every record.
Summary: The number of records with VOX files will be displayed.
Filter Only Records with Vox Files: Data for telephone numbers that have
existing VOX files will be displayed.
All Records (for Call ID info): All telephone numbers dialed within the
selected date range will be displayed.
Dates Use the list boxes to select a start and end date for which report data
will be displayed.
Campaign Highlight one campaign and click the single arrow to select. To select all
available campaigns, click the double arrow. To remove campaigns
from the selected box, highlight the campaign name and click the arrow
pointing left. Only campaigns that were dialed on the selected dates will
appear.
Call ID The unique code assigned to every telephone number handled by the
system.
Name From the FNAME and LNAME fields in the Results table.
Vox File The name of the VOX file associated with the record. These files are
located in the S \StrataDial\Vox directory. Vox files are named using
the telephone number, campaign ID, and Call ID.
Term Code From the TERMCD field in the Call Trak table.
Totals Total number of calls. If the filter option “Only Records with Vox Files” is
selected, the total will reflect only the numbers that have associated
VOX files.
Date & Time Use the list boxes to select a start and end date for which report data
will be displayed. Select the Do not use date range box in order to
view results for the entire Results table.
Field Use the list box to select a report field. For example, selecting STATE
will create a report in which every state is listed, and the number of
records matching that state is displayed.
Count The number of records in Results table matching the data in the
Description column.
Overall Leads The total number of records in the campaign that fall within the selected
ACD Activity vs. To view ACD (inbound-only) Activity, select the ACD Activity Report
Outbound option. To view outbound dialing activity, select the Outbound Activity
Activity Report Report option. In case of outbound dialing activity, the Report by
options becomes disabled.
Report by (for Use radio buttons to select report by ACD Group, Channel, or Agent.
ACD Report only)
Date Range Use the list boxes to select a start and end date and time for which
report data will be displayed.
Criteria Interval Minutes: Data will be displayed in intervals of the time defined
here. For example, if 5 minutes is selected, number of calls taken from
9:00 a.m. to 9:05 a.m., then from 9:05 a.m. to 9:10 a.m., etc will be
displayed. If many hours of dialing need to be viewed, increase the
interval minutes so that the report will be easier to view.
Service Level: The Service Level is a value in seconds that is similar in
function to the “pitch” setting used in campaigns. The report will tell you
how many inbound calls were connected for a duration exceeding the
service level, and how many were not connected up to the duration of
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ACD/Campaign Highlight one ACD group (in case of inbound calls activity) or Campaign
Selection (in case of outbound calls activity) and click the single arrow to select.
To select all available ACD groups or Campaigns, click the double
arrow. To remove ACD groups or Campaigns from the Selected box,
highlight the group and click the arrow pointing left.
No. of Calls Number of inbound calls to the dialer in the time interval.
Service Level Percentage of calls that were connected to agents for at least the duration
% set in the Service Level report option.
Longest Hold The longest time any one caller spent on hold, in minutes and seconds,
Time. for each time interval
Avg. Wrap Up The average time an agent spent in wrap up (in which the call has been
Time disconnected but the agent retains the caller’s information on the agent
screen), in minutes and seconds, for each time interval.
Longest Wrap The longest time any one caller spent in wrap up, in minutes and seconds,
Up Time for each time interval.
Avg. Talk Time The average duration of a call, in minutes and seconds, for each time
interval. In case of Outbound Activity, data is displayed in rows, where
each row represents one of the user-defined time intervals.
No. of Calls Number of outbound calls to the dialer in the time interval.
Calls over Number of outbound calls that exceed service level time.
Service Level
Calls under Number of outbound calls that are less than service level time.
Service Level
Phone Busy Number of outbound calls that ended as Busy Number disposition.
Total Shows totals of fields defined above for the selected time intervals.
Campaign Campaign ID: The ID and campaign description are listed here.
Table Listing
Script ID: The name of the Agent Screen associated with the campaign.
Termination Codes: Lists the term codes that are allowed to be dialed for
the campaign.
Call List: The list file currently associated with the campaign.
Verifying ACD: If selected, the verifying ACD group ID will be displayed.
Min Lines: Minimum lines that can be used to dial for this campaign.
Max Lines: Maximum lines that can be used to dial for this campaign.
Max Dials: Maximum allowed simultaneous dials.
Drop Ratio Goal: The drop ratio goal currently defined for the campaign.
Note that this is not the current drop ratio.
Pitch Length: The time in seconds that a call must remain connected
before it is considered a pitch.
City Code Table Country Code: The country code of the city. For all U.S. locations, country
Listing code is 1.
City Code: The city code. In the U.S., the city code is the area code.
City Name: This field is optional. It may contain the name of one or more
cities that fall into the area or city code.
Verification ACD: If selected, the verifying ACD group ID will appear here.
Agent List: All agents selected as ACD Agents for this group are listed.
Date & Time Use the list boxes to select a start and end date and time for which report
data will be displayed.
Campaigns Highlight one Campaign and click the single arrow to select. To select all
available Campaigns, click the double arrow. To remove Campaigns from
the selected box, highlight the group and click the arrow pointing left.
Filter By default, all Campaigns will be displayed. To view only Campaigns that
were active during the selected date and time range, click Filter.
Call Type & A list of types of call outcomes that occurred during the selected date and
Description time range such as “Handled by Agent” or “Message Played.”
Average Ring The average time in seconds between the time the dialer initiated the call
Time and the time the call was answered or a message was played.
Total Count The numbers of calls in each call type for the selected date range and
campaign.
Drop Ratio The ratio of abandoned calls to connected calls (i.e., the number of drop
calls divided by the number of connected calls, times 100).
Level of Detail Show termination codes for each agent grouped by campaign: Data
will be grouped by campaign, and statistics will be displayed for each
agent.
Show termination codes for each campaign only: Data will be
displayed for each campaign, and no information will be displayed for
individual agents.
Date & Time Select a date range and a time range of records for which data will be
displayed.
Campaign Only campaigns that were active during the selected date range will
Selection appear in the Available box. Highlight one campaign and click the single
arrow to select. To select all available campaigns, click the double arrow.
To remove campaigns from the Selected box, highlight the campaign
name and click the arrow pointing left.
Custom Groups Group by Results Tables: This option should be selected when user
needs to group and sub group report based on user-selected fields from
the campaign Results Tables. Use Tier 1, Tier 2 and Tier 3 to group data
in three levels/tiers. For example, a report can be grouped first by
campaign, then by agent, and then by call type.
Save Custom Group allows user to save report configuration for later
use. Click Load Custom Group to load the saved configuration.
Description The term code description, taken from the Term Code table.
Call Count by This summary appears for each campaign in the report. It shows a
Call Type breakdown of calls within the date and time range based on call types
Outbound, Inbound, Manual, and Call Back calls. Refer to the Glossary for
a definition of these terms.
5. SCREEN DESIGNER
Screen Designer is a scripting tool used to create customized Agent Screens for campaigns and
ACD groups.
There are four options on this screen: Open, New, and Exit.
Toolbar Contains various controls for designing and applying screen designs.
Design Area Allows the user to create and preview a screen design.
Call Operations Enables call center agents to manipulate inbound and outbound calls.
Toolbar
Status Bar Displays the the minimum and currently selected screen resolution.
Select a resolution from the list box shown above and click OK. It is recommended that you set
screen resolution lower than the resolution that is configured for your monitor/display in Window’s
display settings.
4. The Field/Variable list box contains three types of variables in it i.e. System Variables,
User Variables and External Variables. System variables are found in Results table and
are used to display or save values into Results table. User Variables are created by the
user in Properties UserVariables from the Toolbar and are used to display or save
values into these user created variables for further use. By default, the User variable
button is disabled. It will be enabled only if there are some user variables already created.
External Variables are the variables from any External table and are used to display or
save values into configured external tables. Click the required field variable button to
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populate the Field/Variable list box associated with it. Click a list box and select a
field/variable to be displayed. In this example, LNAME is the selected field. It is a system
variable (a column containing the client’s last name from Results table).
5. Click OK.
6. The Text Box name in the Design Area will change to the name of the selected field/
variable i.e. LNAME will be displayed.
7. Repeat this process until all required data is displayed.
8. To create a new field that is not listed, type the name of the field.
7. When finished, click OK. It will save all the changes and exit the Termination Codes
screen.
8. To view Termination Codes in the Agent Screen, use termination code selection box from
Agent’s Operations Toolbar.
9. Click Save.
You must enable this functionality and assign Break Reason Codes to a screen before using
Break Reason Codes in a campaign.
1. Click from toolbar. It will display Break Reason Code dialog box.
1. Click from toolbar. It will display Break Reason Code dialog box containing available
codes.
2. Select desired Break Reason Code and select Include checkbox. You can include all
Break Reason Codes in your screen by clicking Include All button.
3. Click OK.
1. Click from toolbar. It will display Break Reason Code dialog box containing available
codes.
1. Click from toolbar. It will display Break Reason Code dialog box containing available
codes.
2. Click and type a unique Break Reason Code and its description.
3. Click to create your desired code or click to cancel creating a new code.
4. Click OK.
1. Click Script/Homepage in the Toolbar. The Script Definition screen will appear as given
below.
5. Click Save.
Base/Apply is used to link a screen to a campaign Results table (Base), and to cause the screen
to be used by the same campaign, or by an ACD group (Apply).
Select a campaign from the list box as highlighted in the figure given below and base it to the
designed screen. In the example shown below, the screen is based to TS2 campaign. The user
will be asked “Are you sure you want to base this Screen on this Campaign or ACD Group?”
Select Yes.
Once a screen is based on a campaign, apply the agent screen to defined campaign or ACD
group.
1. In order to apply the screen to the selected campaign or to one or more ACD Groups,
select And Apply this screen to check box as highlighted in the figure given above. A list
of available ACD Groups will become available.
2. If screen is to be applied to a Campaign, select The selected campaign and skip steps 3
and 4.
3. If screen is to be applied to an ACD Group, highlight one ACD group and click the single
arrow to select. To select all available ACD groups, click the double arrow.
4. To remove ACD groups from the Selected ACD Groups box, highlight the group and click
the arrow pointing left.
5. Once finished, click OK
2. Enter a Setup name and Description for this screen. Description is not mandatory. In the
above example, the Setup name is STR, and the Description is Stratasoft Screen.
3. Select Modify screen in shared mode check box to make the screen available for
changes in shared mode even if the system is in a process of dialing.
4. Click OK.
To view toolbars,
1. In the main menu, select View Toolbars to view the figure given below.
2. Select a toolbar category to be displayed from the toolbars listed in the figure above.
3. Click OK.
The selected toolbar will be displayed in the Toolbar section of the Screen Designer. By
default, all four categories are selected.
The control functions of each toolbar are given in the following section.
When a screen is based on a campaign, it is linked to that campaign’s Results table. This is done
to allow modification of the table’s field values using Screen Designer. When the screen is
opened, Screen Designer will try to open the Results table, as well.
5. The following message will prompt if the screen is in use by some TSR.
For continuing the delete operation, close the screen and try again.
5.4.2.2 Copying
Right-click the control that needs to be copied or moved to another place. A menu will prompt,
select Copy from it. It will be stored on the windows clipboard temporarily.
5.4.2.3 Pasting
Select and right-click the place where the control function is required. Select Paste from the
menu, the control function that was saved on the windows clipboard will be pasted.
When an agent logs into a campaign using the Agent Screen, the screen that is used is based on
data provided in the Apply tab.
In most cases, a screen will be based on and applied to the same campaign. However, it is
possible to base different screens on the same campaign. For example, it might be possible to
base a campaign and ACD screen on the same campaign, but that would apply the campaign
screen to the campaign, and apply the ACD screen to the ACD group.
Base
1. Clicking Base/Apply will open the Base & Apply screen as shown below.
Apply
1. Click Base/Apply again (if it is not already open) and apply the screen to some campaign or
ACD group. Marking And Apply this screen to checkbox will enable The Selected
campaign and One or more ACD Groups radio buttons as highlighted in the figure. Select
one of them as required. If a campaign is selected, then the user needs to select a
termination code before the screen is applied to a campaign.
2. If ACD Group is selected, a list of available ACD groups will become visible. Highlight one
ACD group and click the single arrow to select. To select all available ACD groups, click the
double arrow. To remove ACD groups from the Selected ACD Groups box, highlight the
group and click the arrow pointing left.
3. If the user does not apply any campaign to the screen, then the same campaign to which
the screen is based will be selected by default.
In all the cases mentioned above, the following confirmation message is displayed to the user
after the Base & Apply steps have been performed.
Screen URL
This is the default path or web address of the script page. If agent script is located on the World
Wide Web, enter the address of that web site. For example: http://www.stratasoft.com.
If assigned agent script is located on agent network, click Browse to locate the script file.
Highlight the file name and click Open. The path and filename will appear in the Script Definition
window.
All tables linked to the Screen Designer are displayed here. By default, only the Results table is
displayed and there are no external tables linked to the screen design, as shown.
For details on using external tables, refer to Section 5.7. Managing External Tables.
All Termination Codes available in the termination code table are displayed in this screen.
2. To exclude or include all the codes from the screen, click Exclude All or Include All at the
bottom left corner of the screen.
3. To exclude or include a code, click the desired code.
4. Select the Included in Screen checkbox to include the code in screen.
5. To view only those codes that are marked Included in Screen rather than all termination
6. To restore the original view (all termination codes), click . Any termination code that is
included in System codes cannot be modified.
7. Click Delete to permanently remove the termination code, or type in the description field to
modify it. The two-character termination code itself cannot be modified.
8. Click another termination code, or click OK to accept the changes and exit.
2. Click to permanently remove the termination code. Clicking this icon will change it to
1. Click .
2. Type a two-character code in the left box at the bottom of the screen. In the example
pictured above, “NH” is the new Termination Code.
3. Type a short description in the right box at the bottom of the screen. In the above example,
“Home Owner Not Available” is the description.
4. Using the radio buttons at the upper left of the screen, select whether the new termination
code will function as a Sale, Call Back, or Normal type termination code. Sale and call
back codes are treated differently in statistics screens and reports. In addition, when a call
is terminated with a call back code, the agent will be required to schedule the call back. If a
campaign is set up with verification ACD group, calls terminated with sales codes will be
transferred for verification.
5. Click. .
6. Click OK, when finished. This will save changes and exit the Termination Codes screen.
7. To view Termination Codes in the Agent Screen, use the Agent Screen termination code
selection box (the disabled Send button). This is found on right side of the row of disabled
buttons in the middle of agent screen. Click the down arrow to see the Termination Codes
that have been selected.
8. Save changes when finished.
1. Select the termination code for which a short key needs to be configured.
2. Click the list box next to the termination code description.
3. Select the desired short key.
4. Click OK.
5. Save changes when finished.
5.4.3.5 Properties
The Setup Properties screen consists of tabs that control a variety of screen-specific options. It
also defines different rules and regulations for the campaigns. There are four major sections and
subsections in this section: Custom Call Tasks, Call Restrictions, Custom Layout Builder and
Miscellaneous. To view details on how to use this feature, refer to Section 5.8. Managing Screen
Setup Properties.
5.4.3.6 Preview
Users can view the screen in preview mode to get a feel of how the campaign will function when
Agents log into the Campaign setup.
1. Click Preview from Toolbar.
2. All buttons will become inactive and screen setup will be displayed.
3. To return to design mode, click Preview again.
required. Labels do not contain data that is stored to the Results tables, and agents cannot
modify labels.
2. Click in the Design Area, hold down the left mouse button, drag the mouse pointer across
the screen, and release. A check box will appear in the space outlined, with Check1 written
to the right of the check box.
3. The Field Definition screen will appear. Follow the directions in Section 5.6.1. Field
Definition Screen of this document to select or create a field. Note that data type logical will
be automatically selected as the field type.
4. To edit the label that appears to the right of the check box, right-click and select
Properties. Delete the text in the Caption field (by default, this will be “Check1”) and enter
text. User may also use the Properties screen to resize the Check Box, set tab order, make
the field required, or define a trigger as explained in Section 5.6.2. Control Properties
Screen.
example above, the list item in Column 1, Row 1 is “1.” The list item in Column 2,
Row 1, is “Yes.”
2. Table Source: Gather the list values from an external table.
In the Table Source tab, click Browse to locate the source table. Follow the Table
Definition Wizard to link the table. A detailed explanation of the Table Definition Wizard
can be found in the External Tables subsection above.
3. Layout: Modify the display of multi-column list items.
Use the spin box at the top of the screen to select a column. Modify the column width using
the Columns spin box at the left side of the screen.
In order to enable this feature, must select a “Multiselection Variable” as highlighted at the bottom
of the List Box properties screen. This is the Results table field where the multiple selections
will be stored. Be sure the width of this field is sufficient to contain multiple list items and the
commas that will separate the list items.
5.4.4.11 Grid
Grids are used to display data from external tables on the agent screen. Before a grid can be
generated on the agent screen, an external table must be linked to the screen using the external
table feature described earlier in this section.
Creating a grid:
1. Click Grid.
2. Click in the Design Area, hold down the left mouse button, drag the mouse pointer across
the screen, and release. A grid will appear on the screen.
3. Right-click on the grid and select Properties from the menu.
4. Select a Grid Table using the list box in the middle of the screen. The table names listed
here are the names of any external tables that have linked to screen design.
5. Define headers and fields that you want to display. The user on-screen grid will display the
contents of selected fields from the linked table.
a. Go to the grid displayed in properties field and click the first row, in the Header
column. Type a name for the field that you want to display. The header name will be
displayed on the agent screen; it does not have to match the name of the field in the
external table.
b. Click in the column Field. The field will become a list box listing all of the fields
available in the external table. Select a field.
c. Click Add Column.
d. Repeat until all necessary fields have been selected.
6. Click the row for the field that would like to use as a list box or as a formula field.
7. Combo box: Select Combo Box in the Column Definition area. A Combo Box
Specifications will appear. Use this just like the properties screen described above for List
and Combo Boxes.
8. Formula: Select Formula in the Column Definition area. Create a formula just as the user
would create in the Field Definition screen of a text box.
b. Navigation: Command buttons are often used to allow agents to jump between pages
of the screen design. Using the radio buttons here, select whether clicking the
command button will take agents to the first page of the screen design, the last page,
previous page, next page, or a user-defined page. If user-defined page is selected,
use the spin box to select a destination page.
c. Internal Feature: Select this tab to run a Fox Pro report, a program, or to play a VOX
file. Use the left radio buttons to select the type of feature, and then use the radio
buttons to select whether a reference must be used.
If Report File is selected, then user may need to define the printer to use. Select a
printer. If no printer is selected then the default printer will be used.
5.4.4.16 Image
Image control is used to add pictures and graphics on the screen.
Adding an Image:
1. Click Image icon in the toolbar.
2. Double click in the Design Area.
3. Right-click the image and select Properties.
Fore ground
The foreground color is used for lines, borders of shapes, and text this pop up option.
1. To set the foreground color, click a color in the color box.
2. To create custom colors.
a. In the color box, click the required color.
b. Click Define Custom Colors.
c. Click the color swatch to change
d. Click Add to Custom Colors.
For defining more and customize color, click Define Custom Colors in color screen.
Background
1. To set the background color, click a color in the color box.
2. To create a custom colors
a. In the color box, click the required color.
b. Click Define Custom Colors.
c. Click the color swatch to change
d. Click Add to Custom Colors.
For defining more colors, click Define Custom Colors button in color screen.
Font Text
To change the Font of a Text Box or Label, right-click the object. The user will see a menu that
includes Field, Properties, Font, ForeColor, BackColor, and other items. Select Font, a new
screen will open. Choose the desired Font, Font Type, and Font Size, and then, click OK.
The fields for ‘CCNUMBER’, ‘CCDATE’, ‘CCTRANS’, ‘CCAMOUNT’, and ‘CCTYPE’ must be
included for the IC Verify command button to work properly. Right Click the IC Verify command
button and choose Properties, it will open the following screen.
Creating an IC Verify:
1. Click Add-On, and then IC Verify from the menu.
2. Click in the Design Area, hold down the left mouse button, drag the mouse pointer across
the screen, and release. An IC Verify button will appear on the screen, with the caption
Command1 by default. Delete this text and enter a new caption.
3. Right-click the button and select Properties. The following window will open as given
below.
a. Caption: This contains the text that will be visible on the button. It should be
descriptive enough for the user to understand the functionality of the control function
b. Request Directory: It is the directory where PC charge authentication software is
saved. The Request Directory needs to point to the location of the verification
software.
c. Credit Card Number: Either agent or the customer can enter this number. If an
agent enters a credit card number through the application, then it is Agent Entry. If
customer enters credit card number through IVR, then it is a Customer Entry.
d. Recording (Vox) File: The verification message receives is stored in the vox file
specified here.
e. Timeout (sec): Transaction will be abandoned in case of no response after this time.
f. Date Format: There are two formats for representing the date i.e. MM/YY and
YY/MM. select any one of them as required.
3. The fields for ‘CCNUMBER’ and ‘CCTYPE’ (drop-down box) must be included for the Credit
Card Validator Add On to work properly.
4. Right-click the button and select Properties. The following window will open.
5. Caption: This contains the text that will be visible on the button. It should be descriptive
enough for the user to understand the functionality of the control function. For example in
the figure given above, the caption field contains Credit Card Validator written in it.
6. Message: It displays a Valid or Invalid credit card authentication message to the customer.
a. Valid: It displays a valid credit card message to the customer if the credit card
number founds valid.
b. Invalid: It displays an Invalid credit card message to the customer if the credit card
number founds invalid.
Example:
An example of using the Credit Card Validator is given as follows.
The field EMAIL is required for the Email Sender Add On to work properly. Clicking on Email
Sender opens the window shown below.
1. Caption: This contains the text that will be visible on the button. It should be descriptive
enough for the user to understand the functionality of the control function. For example in
the figure given above, the Caption field contains Send Email written in it.
2. Subject: It takes a subject for the email being sent to the company. In the example given
above, the subject is Sale made.
3. Message: The user writes a message in the Message box and sends it to the Stratasoft
Customer Support by clicking OK.
4. Attachments: This can be any file sent with an email. For example, it can be a
conversation with the client etc.
Example:
The Record Lookup Add On creates a command button:
Add textbox controls with the fields of LNAME and FNAME (see Figure 186). When the NAME
lookup’ button is clicked, a query against ‘LAME or FAME’ is made and if there is a record
matching that query, that record is returned and populated into the screen.
From the drop-down boxes choose LAME and FAME and choose the ‘OR’ operator. The Top,
Left, Width, and Height spin boxes contain the corner pixel position of the buttons placed on the
screen. The remaining fields are discussed as below.
1. Caption: This contains the text that will be visible on the button. It should be descriptive
enough for the user to understand the functionality of the control function.
Example:
The Alternate Tel Changer Add On creates a series of controls. Allow three extra numbers (e.g.
Home, Work, Cell) to be assigned to this record. Right-click the control and choose Properties:
Change the Number of Fields to three. Edit each caption as desired. The control will change to
look as follows:
The drop-down boxes will contain the country code. The user will now have the option to fill in
additional telephone numbers for this record. Selecting the checkbox for the desired number will
make that number the default number for the record. If no checkbox is marked, then the number
in the ‘TEL’ field will be the default number.
5.5.6. PC Charge
Integrations with both ICVerify and PC Charge have been updated to enable real time credit card
processing by agents.
1. Caption: This contains the text that will be visible on the button. It should be descriptive
enough for the user to understand the functionality of the control function
2. Request Directory: It is the directory where PC charge authentication software is saved.
3. Credit Card Number: Either agent or the customer itself can enter this information. If an
agent enters a credit card number through the application, then it is Agent Entry. If a
customer enters credit card number through IVR, then it is Customer Entry.
4. Recording (Vox) File: The verification message receives is stored in the vox file specified
here.
5. Timeout (sec): This is the time in seconds after which transaction will be abandoned in
case of no response.
6. Date Format: There are two formats for representing the date i.e. MM/YY and YY/MM.
select any one of them as required.
To access the Field Definition screen, create a new field (see procedures outlined below), or
right-click an existing field and select Field from the menu. The screen below will appear:
a. Click the down arrow to select from fields available in the Results table.
b. To select from System Variables instead of the Results table, click System Variables
above the list box. Now the list box will display a series of variable names preceded
by the text SYSTEM_.
c. To select from User Variables (if defined), click User Variables (thumbnail icon)
above the list box. Any user variables defined in the Properties screen will appear.
d. To select fields from an External Table (if defined); click External Table above the
list box. All available external fields will be displayed.
2. Field Type: This list box represents the type of data that will be stored in the selected field.
3. Size and Decimals: For character and numeric fields, a field size of up to 254 characters
can be selected. For better data maintenance, it is recommended that field size be limited
to the maximum number of characters user will need for that field.
4. Formula: To populate the current field with a calculation, check the Formula box. This
option is intended for advanced users with some knowledge of Fox Pro. The Formula
Builder screen will allow users to select fields from the Results table i.e. user variables,
system variables, and external tables, and perform operations or functions on these fields.
5. Modify an existing field: Existing fields cannot be modified until Modify is clicked. To view
the Modify Field button, select a variable/field name.
6. Once clicked, the user would be able to modify Field Options.
Every object that can be placed on the Design Area contains a unique set of properties. At basic
level, Properties screen includes location and size information, as well as the tab order.
Additional information that is specific to each type of screen object will be covered in the sections
below.
To access the Properties screen for any control, right-click the object and select Properties from
the menu.
1. Top: The distance from the top border of the object to the top of the screen design, in
pixels.
2. Left: The distance from the left border of the object to the left side of the screen design, in
pixels.
3. Width: The distance from the left border of the object to the right border of the object, in
pixels.
4. Height: The distance from the top border of the object to the bottom border of the object, in
pixels.
5. Tab: The tab position of the object. It is possible for agents to use TAB on their keyboards
to move from field to field on their screens, rather than using a mouse to click in each field.
In this case, each object on the screen can be assigned a number in the tab order. For
example, the first object in the upper left side of the screen might be assigned “1,” and the
object below it might be assigned “2.” If no tab order is defined, the number shown here will
be based on the order in which the screen objects were created.
5.6.3.1 Validation
A validation can be defined for most data fields. Data entered into a field can be validated using a
fixed value, a formula, or a Fox Pro program. Click Validation from the Control Properties screen.
2. By Formula: Select an operator, and then use the Formula Builder to create a formula.
The data entered into the field will be compared to the value of the formula.
Furthermore, the user can view and generate the formula for the required purposes.
3. By Program: Use Browse to select a program that will verify the data entered into the data
field
After the Value, Formula, or Program tab has been selected, user will select when the validation
will run, and enter a message that will be displayed to agents if the validation is not met. Type a
message in the field at the bottom of the screen. This message should indicate agent about the
incorrect information. For example, “Date of birth is invalid!”
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Use the radio buttons in the bottom portion of the screen to select when the validation will run.
1. Always: The field will be validated as soon as user leaves it.
2. Sales: The field will be validated when the call is terminated with a sale-type termination
code.
3. Callbacks: The field will be validated when the call is terminated with a callback-type
termination code.
4. By Termination Code: The field will be validated when the call is terminated with selected
termination codes. Click a termination code to select. To select multiple codes, hold down
the CTRL key on keyboard to highlight the codes through mouse.
5. Page: The field will be validated when the agent moves from page to page within the agent
screen.
5.6.3.2 Trigger
Triggers are activated when a specified value is entered into a field. A trigger can send the agent
to a web page, change the current screen page, or populate a data field with formula. Click
Trigger from the Control Properties screen. Controls like Checkbox, text box, radio button,
combo box, list box and date/time have the trigger option in their Properties screen.
b. Page: Use the spin box to select a page number. When the agent enters the
specified value into the current field, the screen will move to that page.
c. Variable: Use the list box to select the field that will be populated. By default, all
fields from the Results table are displayed in the list box. Click User Variables to
populate list box with available user variables. Use the Formula Builder to generate a
formula. When the Agent enters the specified value into the current field, the field
selected here will be populated with the value of the formula.
d. Control: Use the list box to select the control that will be populated. Only those
controls are visible that have an Alias/DDE value defined from Control Properties
screen (Only textbox, Edit box, Check box, Radio button, Combo box, List box and
Date/Time Picker have Alias/DDE option). Use the Formula Builder to generate a
formula. When the Agent enters the specified value into the current field, the control
selected here will be populated with the value of the formula. Select Read Only to
make selected control non-editable if Agent enters the specified value.
After a Trigger has been created, the text Trigger in the Properties screen will become bold, and
the word Trigger will appear in the tool tip of the selected screen object.
5.6.3.3 Required
1. Select this check box to make the current field as mandatory. The call will not be sent until
the field is populated.
5.6.3.4 AutoNumber
1. Select this check box to insert an automatic sequence into the current field.
For example, if the agent enters a customer ID he may like to automatically store Campaign
ID after the customer ID.
a. Select the AutoNumber checkbox to activate.
b. Select Prefix to place the AutoNumber characters before the data in the field.
Select Suffix to place the AutoNumber characters after the data in the field.
5.6.3.5 Format
1. Define the way the data will be displayed on the screen.
The character “X” indicates a letter, but this character will not be displayed on the agent
screen. Symbols such as a hyphen (-) or slash (/) will be displayed on the agent screen.
These symbols are for display only; they will not be stored into the Results table.
7. Select an appropriate index for the linked table. (Only in DBF table)
• No index allows the user to add table without specifying any index.
• CDX allows selection from existing indexes on the table. In the screen above,
existing indexes are shown as CTEL, CALLCOUNT, and DCALLCOUNT.
• IDX allows the user to choose a pre-existing index file
• New Index allows the user to create an index on the table. The index will default to
the first field name in the table. (TAG is the name of the index.)
8. Define the relationship between the Source table (one of the existing tables) and the Target
table (the external table being added) by selecting a source table from Related to table list
box.
The Source table is displayed on the left side of the Relationship section, and the Target
table is displayed on the right. Highlight the fields that will be linked in the Source table and
the Target table. In the example above, “tel” is linked to “tel”.
9. Select the type of relationship between the fields using the radio buttons at the lower left
side.
One to One Relationship: A record from source table can have only one matching record
in the linked table. For example, the field “tel” is unique in both tables, so a telephone
number in Results will match only one record in ImportData.
One to Many Relationship: A record in source table can have more than one matching
record in the linked table, but a record in the linked table can only have one matching
record in source table. For example, the telephone number 5551212 will have only one
matching record in Results, but might have 10 records in ImportData.
10. Select Cancel to finish the screen task without saving and Clear to remove table relation
that is selected from relationship section.
11. Click OK to complete the linking process, and view External tables screen.
1. Go to Toolbar and click External tables. This will open the following screen.
2. Single-click Launch External Table Setup Wizard . A screen like the one shown next
will be displayed.
Alternatively, to add an existing external table, hold the cursor over the relationship
between tables, a pop up Add Table will appear as shown in the figure below.
d. User can select and unselect all table fields by clicking Select All and Unselect All.
11. Define the relationship between the Source table (an existing table) and the Target table
(the external table being added) by selecting a source table from Related to table list box.
The Source table is displayed on the left side of the screen, and the target field is displayed
on the right. Highlight the fields that will be linked in the Source table and the Target table.
In the example above, “tel” is linked to “tel”. Select the type of relationship between the
fields using the radio buttons at the lower left side.
One to One Relationship: A record from source table (RESULTS) can have only one
matching record in the linked table (STRATA_TEL). In addition, a record from linked table
can have only one matching record in source table. For example, the field “tel” is unique in
both tables, so a tel in Results will match only one record in Strata_Tel.
One to Many Relationship: A record in source table can have more than one matching
record in the linked table, but a record in the linked table can only have one matching
record in source table. For example, the telephone number 5551212 will have only one
matching record in Results, but might have 10 records in Strata_Tel.
12. Click Cancel to finish the screen task without saving or Clear to remove table relation that
is selected from relationship section.
13. Select OK to complete the linking process.
Fields from the linked table can be displayed on the Agent Screen using controls from the toolbar
just like fields from the Results table.
1. Create a new field on the Design Area, for example, a text box.
2. In the Field Definition screen, click the magnifying glass to the right of the Field/Variable.
It will cause the External table list box to become visible.
3. Choose an external table name from the list box. All the variables of the selected table will
be populated in the list box below Field/Variable label. In the example given below, the
selected external table is STRATA_TEL.dbf.
4. Select the field to be displayed on the text box from Field/Variable. In the above example,
the selected field is TEL.
5. Select OK, when finished.
In the example provided, the textbox added in Design Area will display the values in TEL field
of external table STRATA_TEL on Agent Screen.
3. After completing items 1 and 2, click Add. “Program,” “Report,” or “External” will appear in
the list box on the left side of the screen according to user-defined sequence.
4. Repeat the same steps 1 - 3, to include internal and external applications for the same or
different term codes as required.
2. Only original Agent: The agents who firstly direct with the manual calls are only allowed to
call them back manually. Furthermore, this option is not currently implemented.
3. Excludes Termination Codes: Excludes Termination Codes restricts agents from making
a manual call to any number that has been assigned a termination code from a list of
termination codes selected here.
4. Enable Custom PRG: A custom program file (.prg) can be executed to allow/deny a
manual call. This program file is executed as soon as an Agent clicks Dial button to place a
manual call. The program file returns either TRUE or FLASE value. In case of FALSE,
manual call is placed otherwise it is restricted.
For example: A custom program file can be used to ensure that within a particular
campaign, Agents dial a number only once in a day. In this case, a custom program file can
be integrated that would get the telephone number provided by the Agent and verify that
the number has not been dialed before in the day by any agent within the campaign.
5.8.4. Miscellaneous
This section contains a number of campaign- specific options such as General Settings, Call
Voice Recording Settings, Resolution, User Variables, and Dialing Rules.
Call Options
1. Do not read ANI for inbound calls: ANI digits are used by the StrataDial system to locate
the record associated with the inbound caller. When this option is marked, inbound ANI
digits will be ignored by the system.
2. Do not refresh the screen at the start of each call: Each time an agent receives a new
call, the HTML script is refreshed. If this option is marked, the HTML script will remain at
the current page rather than transfer being refreshing.
3. Do not allow agent to change the script page: When enabled, page spin box disappears
from agent screen, so agents cannot change script page.
4. Enable call status colors: When this option is marked, the call status colors (as selected
in Table Management) will be used as a border around the agent screen of every TSR
logged into the current campaign. Background colors are used as border whereas
Foreground colors are used for font color.
5. Disable display of the phone number in header: By default, the telephone number of the
current call is displayed in the header information of the agent screen. Select this option to
keep the telephone number from being displayed.
1. By default, Record button in each agent screen is enabled, and the agent can record a call
anytime. If Automatically record all calls and disable and disable agent record button
is marked, recording will begin every time an agent is connected to a call automatically and
the Record button will be disabled.
2. In order to maintain a log of sale-type termination codes, click Delete recordings that are
not coded as sale. It will save all the calls of type VOX with sale-type termination code. All
other VOX recordings with a non-sale-type termination code will be deleted. This option is
enabled when Automatically record all calls and disable and disable agent record
option is selected.
3. Put multiple recordings for the same call in separate files: Allows more than one VOX
recordings to be created in separate files during the course of a single telephone call.
4. Use short file name template: VOX recordings that are generated during agent telephone
calls are named in the format TELEPHONE_CAMPAIGNID_CALLID_UNIQUEID.VOX. An
example of a VOX file name is 7135551212_ABC_CAJ1O5F4_.VOX. If Use short file name
template is selected, it will shorten the file name by removing the call ID and unique ID from
it, making it in a less descriptive format. An example of a short VOX file name is
[RESULTS.TEL]_[RESULTS.CAMPAIGNID].VOX
5. Use custom file name template: Highlight one field from the Available Fields box and click
the single arrow to select. To select all available Fields, click the double arrow. To remove
field(s) from the Selected box, highlight the field and click the arrow pointing left. The name
of the recording file will now be created based on the selected custom fields.
6. Insert underscores between fields in file names: Inserts underscores between fields in file
names if selected.
7. Enable filename VOX rename and system ID stamp: Appends the system stamp at the
end of the filename to make it unique.
8. Recording file name template: It displays the recording file name format using the custom
file name template.
9. Sample recording file name at the start of call: It displays the recording file name using
the file name template at the beginning of a call.
10. Sample recording file name at the end of call: It displays the recording file name using
the file name template at the end of a call.
11. Recording the path: It displays the path of the recording file name where it is saved. This
path is S:\StrataDial\VOX by default.
5.8.4.3 Resolution
Screen resolution refers to the sharpness and clarity of an image. It signifies the number of dots
(pixels) on the entire screen.
To adjust screen design according to Agent screen resolution, select Adjust selected resolution
to account for target machine’s task bar (standard task bar size).
To restrict user from resizing Screen Designer window manually, select Lock Screen Designer
design area to match selected screen size. This option locks screen designer window size.
To specify screen size, enter desired resolution in Custom Size and click Apply Resolution
Changes. Changes made will apply immediately. Click OK.
1. To create a new variable, click in the Name field. The text USER_ will appear.
2. Type the variable name after this text. For example, USER_ABC might be a complete
variable name.
3. The variable type will default to “C” for character. To change the variable type, click in the
Type field. The field will become a list box. Select from the following data types:
C: Character
N: Numeric
D: Date
L: Logical
4. To delete a variable, right-click the row and select Delete.
Dialer Name The list box at the top gives the option to select the dialer whose
statistical data needs to be viewed.
About Displays version information and copyright notice, and provides a link to
release notes.
Campaign statistics can be viewed based on multiple Campaigns, Call Types and Termination
Codes that can be selected from the panel on the left side of the screen. Place a checkmark
against each campaign’s call type and termination codes to generate the statistics. Statistics of all
the calls of selected call types made from selected campaigns and that have the selected
termination codes will be displayed on the screen. For example, in the figure shown above
statistics for all the campaigns and call types are selected. Termination codes are set to System
and Live answers. Settings can be changed any time when required. Statistics for the above
criteria are displayed in the figure given below.
By default, the current date will be selected. However, user can view historical data using the
Date list box. As soon as a date is selected, the data displayed on all open Real Time Statistics
screens will be updated to reflect the new date.
Login time This is the Login time of an Agent when he/she logs into a particular
campaign.
Total Talk The total time an Agent spends in talking to the customer.
Time
Wrap-up
Time per Call
Agent Statistics can also be viewed based on multiple campaigns, call types, agents, supervisors
and locations. Expand a group to view the criteria that it contains. Place a checkmark against
each campaign’s call type and termination code to generate the statistics.
Each of the five graphs can be enlarged and displayed in a variety of formats. System-wide data
can be viewed, or data can be filtered by campaigns, call types, termination codes and agents by
clicking on icon on the left panel.
Term Codes This shows the distribution of completed calls by termination codes.
Total Sales Displays total sales amount throughout the dialing day.
Call Types Shows the number of Outbound calls, Inbound calls, Manual calls and
Callbacks.
7. DATA SPY
Data Spy is a tool for viewing, updating, and correcting data for all campaigns. Data Spy is also
used to listen to VOX recordings. Use Data Spy to look up single records or groups of records,
and then review, update, or correct the data contained in those records.
Data is viewed using the agent screen associated with each campaign. If a campaign does not
have a screen design associated with it, then campaign Results database cannot be accessed
through Data Spy.
Select a Campaign from the Campaign list box, and then click OK. The screen that opens will
look exactly like the Agent Screen for that campaign, with the exception of the Agent Operations
Toolbar and Call Operations Toolbar, which has changed into the Data Spy Information Bar and
Operations Toolbar respectively. By default, the first record in the campaign Results table will be
displayed on the screen as shown below.
Agent It displays the name and ID of the agent (if any) who most recently
spoke with the client. This information can be modified in Data Spy.
Verifier It displays the name and ID of the ACD verifier (if any) who most
recently spoke with the client. This information can be modified in
Data Spy.
Call Date It displays the date of the most recent call to the client.
Call Time It displays the time of the most recent call to the client. The time
appears in seconds after midnight. For example, a time of 60 would
indicate the call was made at 12 01 a.m.
Call ID It displays the call ID of the most recent call to the client.
About It provides the information about Data Spy, including the version
number.
Page Indicator Use this spin box to move between pages of the agent screen
Record Indicator It displays the current record number. The topmost record in the Results
database will be Record 1. Use the spin box to move to different records
in the results database, or type a record number and press ENTER on
your keyboard.
Navigating Use the arrows to move to the first record, previous record, next record,
through Records or last record in the Results database.
Deleting Current Delete the current record from the Results database. Note that deleted
Record records are not permanently deleted until Database Manager is run.
Finding and The next four buttons allow the user to browse or filter for specific
Filtering a records in the Results table based on the criteria user enter into the
Record fields on the screen. Note that multiple criteria can be used. That is,
user can search for data that matches information in more than one
field. For example, user might set a filter to look for all calls in the 12345
zip code that were taken by agent A02.
Click Find & Filter Definition/Clear in order to begin the record location
process. This will clear the data on the screen, and enable the other
three buttons.
Finding a Record Find one record matching the user-defined criteria; enter the criteria into
the corresponding fields. For example, to find the first record with an
area code of 713, type 713 into the telephone field, and then click Find.
The first record with an area code of 713 will be displayed.
Filtering a To set a filter so that only records matching certain criteria will be
Record displayed, type those criteria into the corresponding fields. For example,
to view all telephone numbers with an area code of 713, type 713 into
the telephone field, and then click Filter. Using the record arrows to
move between records, user will see that the record number may skip
as he moves from record to record; this is because all records that do
not match the criteria entered by the user will be omitted from his view.
Click Filter again to remove the filter.
Browsing To view a browse-able list of all records matching certain criteria, type
through Records those criteria into the corresponding fields. For example, to view all
telephone numbers with an area code of 713, type 713 into the
telephone field, and then click Browse. A new screen will open that
displays a summary of all records matching the user-defined criteria.
To move to any of these records in the main Data Spy screen, click the
record in the Browse screen and click OK. The Browse screen will
disappear, and the record selected by the user will be displayed.
Sorting Records Sort records based on Phone Number, Unique ID, or Record Number.
Fast Find a Locate a specific record using Phone Number, Call ID or Unique ID.
Record
Reloading Data It reloads the data and screen. Any unsaved data changes will be lost.
and Screen
Printing a Record Click Print to print the current record using an existing report or lead
sheet. When Print is clicked, a browse window will open. Navigate to
Playing Vox Click Play to play the VOX file associated with the current record.
Recording
Checking the The status window indicates whether data is displayed normally or with
Status of the a filter.
Data
Viewing Last Termination codes can only be displayed in the termination code list
Termination only if termination code currently exists in the screen design. The Last
Code Assigned Termination Code display shows all termination codes, including codes
to Record that are not currently in the screen design. For example, if the
termination code 08 was included in the screen design and assigned to
a record, then the code 08 was removed from the screen design,
DataSpy would show Last Termination Code as 08, and the Termination
Code would be blank.
Assigning The Termination Code currently assigned to the record. If this field is
Termination blank, it is possible that the Termination Code was removed from the
Codes to screen design. See Last Termination Code.
Records
From the Voice Media Player window, click and select VOX file. Click OK. Use Play and
Pause buttons to play/pause the vox file.
Button Action
Adjust Play Rate: Use slider on the Voice Media Player screen to adjust play rate. It ranges from
-90% to +90%.
Adjust Tempo: Tempo is the speed at which the clip is played. Use slider on the Voice Media
Player screen to adjust it. It ranges from -90% to +90%.
Pitch Adjustment: Pitch corresponds to a high or low frequency of sound. Use slider on the
Voice Media Player screen to adjust it. It ranges from -50% to +50%.
Start / Stop Controls the dialing status of the dialer. Start launches dialing and Stop
brings a halt to dialing.
List Pos. Resets the campaign call list according to user-defined position.
Refresh interval Displays the time in seconds after which information is updated for
(sec.) Dialer Control Center features.
Dialer Selection Allows user to choose between available dialers for configuration.
Ready Indicates whether the Dialer Control Center is connected to the dialer.
8.3. Dialing
When the Controller application is run from the VC2 Launcher, dialing starts immediately. There
will be no need to start dialing unless it has already been stopped.
To start dialing:
To stop dialing:
Status Color
.
Figure 263: Changing Agent Campaign
To send message to all agents logged in to a specified Campaign, select Send also to all
agents in this campaign option and select the desired Campaign.
Click OK to send the message. Messages will be displayed to agents on the Agent Screen.
a. Detail View: Stations are listed in numeric order. Data displayed includes the Agent
ID of the TSR currently using the station, the Agent name, current agent status, the
length of time spent in that status, the channel in use by the station, the telephone
number the station is connected to, the campaign the agent is logged in from, the
ACD group, if any, and the call type.
b. Large Icon View: This view allows a quick overview of activity on the floor. This view
can be even more informative if the tiles are arranged according to the layout of the
call center or group them based on campaign. To do this, click the tile and drag it to
the desired location.
Green Talking
Yellow Wrap-up
Gray Disabled
Red On break
8.5.4.2 Text
A two-letter abbreviation in the upper left corner of the icon indicates the call type. Two examples
appear in the Talking and Wrap-up icons displayed above. There are eight call types.
8.6. Config
Clicking Config will open the Dialer Control Center Configuration screen. The Configuration
screen has three tabs. The system installer initially enters configuration settings. If modifications
need to be made to these settings, click OK after changes have been made, or Cancel to close
the screen and discard the modifications.
Country/City/Area code These are the codes of the country and area where the dialer is
located.
Dial pre-delay time (s) This is the minimum time in seconds after a line is disconnected
before it will be used to dial again.
Maximum extension This is the maximum number of characters that can be dialed without
SS.SDVC2.UM.1.0.1 Page 243 of 292
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StrataDial VC2 Enterprise Edition
User’s Manual
Flash hook duration This is the duration in milliseconds of a flash hook. Flash hook is a
(ms) momentary drop in line voltage on analog telephone lines to indicate
that the user would like dial tone on a second line, usually to transfer
a number or make a simultaneous call while the original caller is on
hold. Usually provided as Call Waiting service.
Conference timeout (s) This is the duration in seconds before the dialer disconnects channels
used for conferences. Adjust this setting based on the frequency of
conference calls in user dialing campaigns.
Verification mode If any center does not use ACD verification, disable verification mode.
Verification mode affects the way sales calls are treated.
Define the Dial prefix, Connect string and Release string for inside and outside call transfer
strings.
9. AGENT
The Agent application allows agents to receive inbound/outbound calls, place manual/callback
calls, and record or transfer/conference calls.
The TSRs will log into the screen that is created using Screen Designer. They will view and enter
information using the Display Area of the screen, and read their script from the Script Area. The
Call Operations Toolbar will be enabled when the assigned TSRs log into the Agent Screen.
This is a timer for status. It is restarted every time the status changes.
This is an alert box and displays if any callbacks are due.
This displays the call status e.g. inbound, outbound, manual, call back or hold.
This displays the agent status with respect to the call.
Voice Mail It is usually assigned to all agents for managing their voice mail
messages.
Campaign or agents.
Agent
Agent Statistics Displays graphical representation of an agent’s call statistics for the
current day based on Sales, Callbacks and term codes. It also provides
the agent the flexibility to choose different graph types.
Reload Accesses the table where screen design information is stored and
refreshes every screen element. This feature allows agents to apply
changes made to their screen while dialing, without logging out of the
agent screen. Reload should only be used between calls; when the
screen is reloaded, data entered regarding a currently connected call will
be lost.
Inbound Call Usually when an agent receives an inbound call, no data is retrieved for
Seeker that call. The agent should enter the caller’s telephone number and then
click Inbound call seeker to locate data in the campaign Results table
that matches the telephone number.
Resync Occasionally an agent station will become out of sync with the dialer when
this occurs, click resync. Note that any data entered regarding a
currently connected call will be lost.
Agent Calls in These are calls that are being forwarded to the logged in agent.
Queue
Group Calls in These are calls that are being forwarded to a group of agents logged in for
Queue one campaign.
Phone Number It displays the phone number dialed by the agent for outbound calls like
dialed manual calls or callbacks.
Agent-dialer This indicates the audio connectivity status between the agent screen and
connectivity the dialer.
indicator
Green box indicates that audio connectivity with dialer exists.
Red box signifies that t audio connectivity with dialer is lost.
Modifying a Callback
Select a call to be modified. When a call is selected, its telephone number will be displayed in a
text field shown at the top right corner of the screen. Select the new date, time and term code for
the call and click Update Callback.
6. For calls to be conference to an outside line, the agent may enter a telephone number, or
select the number from an optional list created in Screen Designer.
7. For conference calls, the original call will be placed on hold. When the dialer connects to
the conference number, the agent will be prompted, “Do you confirm the conference?” If
Yes is selected, all three parties will be connected, and the Trans/Conf button caption will
change to End Conf. If No is selected, the conference call will be disconnected, and the
agent can continue the original call.
8. To end a conference call, click End Conf on the agent screen. If the agent selects Cancel
Conference, the number in conference will be disconnected, and the agent can continue
the original call. If Exit Conference is selected, the agent will be disconnected from the
conference call, and the other two parties will remain connected. In this case, the
conference call will remain connected until the time specified in the Dialer Control Center.
If ANI digits are used, information about the call may appear in the data fields on the agent
screen. If ANI digits are not used, or if no information appears, the agent should enter the caller’s
telephone number in the telephone field on the screen and then click Inbound Call Seeker from
the toolbar in the upper right corner of the agent screen. During the call, the agent may read from,
enter, or modify data displayed on the screen.
If the agent needs to retain the data on the screen after the call is completed, the agent should
click Hang Up. The call will be disconnected, but the information will remain on the screen.
To complete a call, the agent must select a termination code using the combo box on the right
side of the Call operation toolbar and click Send. The call will be disconnected (if it was not
already disconnected using Hang Up), and the data on the agent screen will be cleared.
The status bar at the bottom of the screen contains the following information:
Ready Display Indicates whether Database Manager is able to access all required
tables or not.
Computer Name Displays the name of the computer on which the application is running.
Delete logs Deletes log files older than the selected number of days.
Delete lists Deletes all processed call lists older than the selected number of
days.
Delete stats Deletes all statistics recorded older than the selected number of days.
This eliminates those stats from statistical analysis.
Delete CALLTRAK Deletes records older than the selected number of days from the
Records CallTrak table.
Delete Deletes records from Call Histogram table that are older than the
CALLHISTOGRAM selected number of days.
Records
About Displays version information, copyright notice and link to Release Notes
Pass If the version of the component is latest than the version which is
required, it will set the status to Yes otherwise it will set No.
Glossary
Agent Screen Primarily refers to the Agent Screen software used by TSRs to place or
receives calls from the Dialer. Data is displayed on a TSR’s screen, and
at the same time, the Client’s voice is connected to the TSR’s headset.
The TSR can verify existing data, add new data, and end the call with a
descriptive Termination Code. Agent screen may also refer to a screen
layout generated in Screen Designer that the agent can access using
the Agent Screen software.
ASCII Acronym for American Standard Code for Information Interchange. Files
with the extension TXT are sometimes referred to as ASCII files.
Callback Call One of the four call types. A callback is usually initiated by the TSR, not
the Dialer. The TSR must have scheduled the callback by terminating a
previous call of any type with a callback termination code. A TSR’s
ability to place a callback call is dependent on his or her Station
permissions, as defined in the Dialer Control Center. The Dialer can
initiate callback calls using the Redial Management feature.
Callback One of the three termination code types. When a TSR terminates a call
Termination with a callback type termination code, the TSR will be prompted to
Code schedule a callback time for that call. The TSR will receive a notification
on their screen at the scheduled time. If Redial Management is
activated, the callback call will be dialed automatically, and the TSR will
not be notified.
Call List A list of records (phone numbers, names, etc.) that the Dialer can use to
make calls. In the StrataDial System, Call Lists are stored with the file
extension DAT (an abbreviation of “data”). Call Lists can be static or
dynamic.
Call Types A telephone call handled by the Dialer can be one of four types of calls:
an outbound, inbound, callback, or a manual call. Each of these terms is
explained separately in the Glossary.
Campaign Profile Location of the dialing parameters or settings for each campaign.
Information the Dialer uses such as which call list to use, pacing, drop
ratio, and messages are stored here. The campaign profile can be
accessed through Table Management in StrataDial Management.
Controller The program that manages dialing and allows the user to monitor the
dialer’s progress.
CSV File extension that is an acronym for Comma Separated Values. Within
this file format, fields are indicated by comma separation. These files
can be opened with Microsoft Excel and Notepad.
Data Facts, figures, values, and other materials that are used or operated on
by a program. The smallest unit of data that a computer can
understand is a bit.
Database Field Any data item contained in a database record. One or more fields make
up a database record, and one or more records make up a database
file.
Data Type One of the six different types of data in the List Management program
including character, numeric, float, logical, date, and memo.
Dialer The computer system supplied as part of the StrataDial System that
does the actual dialing for the TSRs, and runs the StrataDial Dialing
Engine.
Disk Space The amount of space available on a disk for storing or processing a
document or an application.
Drop Refers to a call that was connected to a live voice, and then
disconnected because no TSR was available to take the call.
Drop Ratio The ratio of number of calls dropped to the total number of connects. A
drop ratio of 25% means that 25 calls were dropped out of every 100
connected calls.
Drop Ratio Goal This is a user-defined number representing the percentage of calls that
are acceptable to drop. The Dialer will adjust its pacing based on this
number.
DynaCall StrataDial software used to design dynamic call lists by creating and
saving unique criteria for multiple campaigns and dialing periods.
File Server A combination of controller software and a mass storage device that
allows computer users to share common files and applications through
a network.
Flash Hook Flash hook is a momentary drop in line voltage on analog telephone
lines to indicate that the user would like dial tone on a second line,
usually to transfer a number or make a simultaneous call while the
original caller is on hold. Usually provided by PSTN as ‘Call Waiting’
service.
Greeting User defined message that plays to a caller before the caller is passed
Message to a TSR. It is defined in Campaign Profile.
Header If the first record in a text file or database contains the names of the
fields, rather than data, it is called a “header” or “header row.” For
example, a lead file might contain a header record that reads: phone,
first, last, address. The second record would contain data: 7137952650,
Strata, Soft, Houston.
HTML Acronym for Hypertext Markup Language. This is the format used for
scripts in the Screen Designer. HTML documents are viewable in web
browsers, and can have a file extension of HTM or HTML.
Import Profile Data used to tell the StrataDial System what new data means. For
example, when importing data with a field called “phone,” the user must
tell the StrataDial that “phone” is the same as “tel.”
Inbound Call One of the four call types. An inbound call occurs when a telephone call
from outside the call center is routed into the Dialer. A TSR’s ability to
receive inbound calls is dependent on his or her Station permissions
and inclusion in the appropriate ACD group, as defined in the Dialer
Control Center.
Lead Sheet A short report that provides basic information about a call that has just
been completed. These reports can be created in Fox Pro, and then
assigned to a campaign using Screen Designer.
Logical Data Information that can only have one of two values, such as “Yes/No,” or
“True/False.” For example, using a checkbox in Screen Designer will
create a logical field in the results database.
Looping Hold Vox message designated to play while a caller is on hold. Because hold
Message time is indefinite, the looping hold message repeats, or loops, until the
caller is taken off hold.
Manual Call One of the four call types. Manual calls are always initiated by the TSR,
not by the Dialer. A TSR’s ability to place a manual call is dependent on
his or her Station permissions, as defined in the Dialer Control Center.
Memo Field An unlimited length character field, which includes any letters, number,
and punctuation, symbols from the keyboard plus any of the graphic
(box drawing), foreign alphabet and special symbol characters.
Minimum Pitch This is the amount of time in seconds that an agent must be talking
Time before that call is viewed as a “Pitch” by the system. This number is
based on your individualized campaign requirements, and is not
required.
Numeric Field A field for numbers used in calculations such as quantities, prices, and
credit limits. It can include numbers, a decimal point, and leading plus
or minus sign.
Operator A termination code that describes the outcome of a call in which sit
Intercept tones were detected. For example, if when number is dialed that has
been changed or disconnected, three tones will play followed by an
automated message that might state, “The number you are trying to
reach is no longer in service.”
Outbound Call One of the four call types. An outbound call is a call initiated by the
Dialer, based on an existing static or dynamic call list.
Pacing The number of channels dialing for each available TSR. For example, if
the current pacing is set at 2, then the Dialer will dial on two channels
for every available TSR.
Pacing, Initial The number of channels dialing per available TSR when dialing begins,
before the Drop Ratio is assessed
List of Figures
Figure 1: System Overview ............................................................................................................. 3
Figure 2: StrataDial Launcher.......................................................................................................... 1
Figure 3: StrataDial Login................................................................................................................ 1
Figure 4: StrataDial – Logged in...................................................................................................... 2
Figure 5: Authorization .................................................................................................................... 4
Figure 6: StrataDial Container Screen ............................................................................................ 5
Figure 7: StrataDial Controller Screen ............................................................................................ 6
Figure 8: Management Toolbar ..................................................................................................... 10
Figure 9: Import - Step 1................................................................................................................ 11
Figure 10: Selecting Campaign and ODBC................................................................................... 12
Figure 11: Select Data Source ...................................................................................................... 12
Figure 12: Select Database ........................................................................................................... 13
Figure 13: Select ODBC Table ...................................................................................................... 13
Figure 14: Import - Step 1a............................................................................................................ 14
Figure 15: Selecting Template....................................................................................................... 14
Figure 16: Import - Step 1b............................................................................................................ 15
Figure 17: Selecting Old Template ................................................................................................ 15
Figure 18: Delimited Text Conversion ........................................................................................... 16
Figure 19: Defining Imported Fields .............................................................................................. 16
Figure 20: Selecting Comma Separated Text Conversion ............................................................ 17
Figure 21: Creating New Profile .................................................................................................... 18
Figure 22: Import Error Message................................................................................................... 18
Figure 23: Field Definition.............................................................................................................. 19
Figure 24: Naming Call List ........................................................................................................... 20
Figure 25: Selecting Initial Termination Code ............................................................................... 21
Figure 26: Filtering Records .......................................................................................................... 21
Figure 27: Order by Record........................................................................................................... 22
Figure 28: Order by Warning Message ......................................................................................... 23
Figure 29: Group by Records ........................................................................................................ 23
Figure 30: Limit Records ............................................................................................................... 24
Figure 31: Number of Records to Import....................................................................................... 24
Figure 32: Preview Records Screen.............................................................................................. 25
Figure 33: View Summary Screen................................................................................................. 26
Figure 34: Print Preview ................................................................................................................ 27
Figure 35: Import DNC .................................................................................................................. 28
Figure 36: Select Telephone Field................................................................................................. 28
Figure 37: Selecting Initial Termination Code ............................................................................... 29
Figure 38: Selecting Campaign and Source File........................................................................... 30
Figure 39: Table Management ...................................................................................................... 31
Figure 40: Toolbar Icons................................................................................................................ 31
Figure 41: Toolbar Buttons ............................................................................................................ 31
Figure 42: Exchange Table ........................................................................................................... 32
Figure 43: Campaign Profile.......................................................................................................... 33
Figure 44: Copying a Campaign.................................................................................................... 33
Figure 45: Confirmation Message ................................................................................................. 34
Figure 46: Term Code List............................................................................................................. 34
Figure 47: Verification ACD ........................................................................................................... 35
Figure 48: Dial Settings ................................................................................................................. 36
Figure 49: Connection Settings ..................................................................................................... 39
Figure 50: Message Tab................................................................................................................ 40
Figure 51: Beeps Tab .................................................................................................................... 41
Figure 52: Preview Dialing Screen ................................................................................................ 42
Figure 53: Caller ID ....................................................................................................................... 43
Index
A F
ACD · 48 Flash Hook · 244
Agent · 246 Floating station extension · 239
Authorizing Users · 3
G
B
Graphical Statistics · 224
Background · 226 Grids · 177
Base · 166
Base/Apply · 166
Break · 249 H
Break Reason Code · 100
Bulk Call · 103
Hang up · 255
Hold · 255
C
I
Call List · 245
Callback · 251
Import · 10
Campaign · 32
Inbound · 256
Campaign Statistics · 221
Inbound call seeker · 248
Channel · 235
Instant Message · 240
Check · 266
Check boxes · 175
Code · 172
Column · 227 K
Combo Box · 176
Command Buttons · 178 Key Telephone System · 239
Conference · 252
Config · 242
Container · 5 L
Control · 233
Controller · 6
Labels · 174
Launcher · 1
Layout · 211
D List Box · 177
E O
One to Many Relationship · 198
Exchanges · 81
One to One Relationship · 198
External tables · 171
Outbound · 256
External Variables · 160
P T
PC Charge · 187 Table · 30
Predictive dialing system · 3 Table Management · 30
Term Code · 79
Termination · 172, 256
R Text Boxes · 175
Time Zone · 83
Transfer · 252
Radio Buttons · 176
Translation · 88
Recording · 254
Triggers · 192
Restriction · 208
RTS · 220
U
S
User Variables · 160
Screen Designer · 158
Script · 165, 257
Shape box · 179 V
Spy · 228
Station · 239 Validation · 191
Status · 235 VC 2 Launcher · 1
Strata Dial · 1
System variables · 160