IVR Administrator Training

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IVR Administrator Training

  1. 1. IVR Administrator Training Darcy Lewis Milsoft Utility Solutions, Inc. An IVR administrator can access powerful tools for monitoring and configuring the IVR by using the web-based application Web IVR. This session covers Web IVR’s offerings, including when and how to use them. Login to Web IVR Open Internet Explorer 6 (or higher). In the Address box, type the web address (example: http://porche2000A/Web/IVR) of the Web IVR, and press Enter. Engine Index A list of all available engines will be displayed. If there are multiple engines, click the engine to log in. Figure 1: Engine Index Login Screen Enter a valid login name and password and click Login. Figure 2: Login Screen
  2. 2. The System Status will now show. Hint: If you do not know your login name and password, contact your PORCHE Administrator. (If you are the PORCHE Administrator, contact your PORCHE technical representative.) System Status The System Status displays red or green lights which indicate the status of the (1) Web Server, (2) Engine, (3) Database, and (4) T1s where applicable. A green light suggests a healthy status, while a red light indicates that the application or server is either closed or experiencing difficulty. Figure 3: System Status Refresh Rate The System Status updates itself on a regular interval to display current information. The interval, or refresh rate, can be customized by the user to optimize connection performance. Each button on the refresh rate bar is labeled by seconds. The current refresh rate is displayed in green, while the other available rates are displayed in blue. To change the refresh rate, click on the button that contains the desired refresh rate (in seconds). Refresh Rate Recommendations: • High-speed connection (DSL, LAN, etc.): 15 - 45 seconds • Low-speed connection (modem): 60 - 150 seconds Web Server The Web Server status displays the status of the client’s connection to the web server which is usually located on the host machine. A green light indicates that the web server is running normally. A flashing red light indicates that the client is NOT performing normally, and may require attention. The red light may indicate that the host machine has shut down, that the maximum number of web connections has been reached, or that the Engine Status service is experiencing difficulty. Engine The Engine status displays the status of the engine’s connection to the Web IVR. A green light indicates IVR Administrator Training 2 2007 Milsoft Users Conference
  3. 3. that the engine is running and actively connected to the Web IVR. A flashing red light indicates that the engine is NOT actively connected to the Web IVR, and requires attention. The red light may indicate that the engine is not running, or that the engine is not able to connect to the Engine Status Service. Database The Database status displays the status of the engine’s connectivity to the database. A green light indicates that the engine is connected to the database. A red light indicates that the engine has lost its connection to the database. A black light, which will show when the engine light is red, indicates that the status of the connection is unknown, due to a loss of communication with the engine. T1 The T1 status displays the combined status of the system’s T1s. A green light indicates that a T1 has not reported any errors to the engine. A red light indicates that a T1 has reported errors to the engine, and may require attention. Hint: The details of the T1 errors can be viewed by clicking T1 Details in the Main Screen menu. Lines Status The Lines Status page displays the current statuses of the engine’s channels, as well as the number of Active channels and the number of available channels. To check the status details of the engine’s channels, click Lines Status. Figure 4: Lines Status Refresh Rate The Lines Status Screen updates itself on a regular interval to display current information. The interval, or refresh rate, can be customized by the user to optimize connection performance. 2007 Milsoft Users Conference 3 IVR Administrator Training
  4. 4. Each button on the refresh rate bar is labeled minutes. The current refresh rate is displayed in green, while the other available rates are displayed in blue. To change the refresh rate, click on the button that contains the desired refresh rate (in minutes). Refresh Rate Recommendations: • High-speed connection (DSL, LAN, etc.): .5 – 1.5 minutes • Low-speed connection (modem): 2.0 – 5.0 minutes Note: The refresh rates increment by 30 seconds because the Engine updates the channel’s statistics and details to the Engine Status service on a 30 second interval in order to maximize network and host performance. Call Load The Call Load displays the number of channels and the number of Active channels (channels in use) both in text and graphically. If the Call Load bar is all black, all of the channels are idle. If the Call Load bar is all green, all of the channels are active. Lines Status List The Lines Status List displays the status of each line (or channel) that the engine has. The status begins with the i.d. number of the line, followed by its current state. Hint: If you need more information regarding a particular state, see your PORCHE Administrator. (If you are the PORCHE Administrator, contact your PORCHE technical representative.) Engine Modes The Engine Modes screen allows the user to view and change the engine modes. To view the engine modes, click Engine Modes. Figure 5: Engine Modes Utility List IVR Administrator Training 4 2007 Milsoft Users Conference
  5. 5. A Utility List is displayed at the top, which allows the user to choose which utility’s modes are displayed. (This list will be visible, but disabled, if there is only one utility to choose.) Change Modes The Engine’s mode can be changed by clicking Change Modes. Check active modes, and uncheck inactive modes. Click Save to complete the update. Aware Listings The Aware Listings screen allows the user to view current aware listings, create new listings, delete old listings, and change the status of a listing. The Aware Listings screen contains two lists of aware messages: Active and Inactive. When a customer calls the system to report an outage, the engine will play the ACTIVE aware listings that apply to the customer’s district or language. (Note: Aware Listings may be treated differently depending on Engine Scripting and features like caller ID.) The INACTIVE listings are stored for future use, and will not be played until they are activated. To view and change aware listings, click Aware Listings. Figure 6: Aware Listings Activate To activate an aware listing, select a listing in the Inactive list. Click Activate. The listing will be added to the Active list, and removed from the Inactive list. Deactivate To deactivate an aware listing, select a listing in the Active list. Click Deactivate. The listing will be added to the Inactive list, and removed from the Active list. Preview To listen to an aware listing, select a listing in either list. Click Preview. The listing will play through the computer’s speakers using the Windows Media Player located at the bottom of the Aware Listings screen. Hint: If you are unable to hear the listing, but the Media Player is playing, try adjusting your system volume or the volume on your speakers. 2007 Milsoft Users Conference 5 IVR Administrator Training
  6. 6. New TTS To add a new aware listing using Text-To-Speech (where applicable), 1. Click New TTS. Figure 7: New TTS 2. Enter the text to Convert to speech in the New TTS Aware Listing window. 3. Select the Text-to-Speech language (if available) with which to record. 4. Click Convert. 5. Preview the TTS listing with the Windows Media Player. 6. Select the district the listing applies to using the drop-down district box. 7. Select the language the listing applies to using the drop-down language box. 8. Enter a description and transcription of the listing. 9. Click Save. The TTS listing will be added to the Inactive list, and can be activated anytime. Hint: If you are unable to hear the listing, but the Media Player is playing, try adjusting your system volume or the volume on your speakers. IVR Administrator Training 6 2007 Milsoft Users Conference
  7. 7. Import To add a new aware listing using an existing .wav file, Figure 8: Import Aware Listing 1. Click Import. 2. Enter the path and file name of the .wav file to use in the Import Aware Listing window (click Browse to find the file). 3. Click Import. 4. Preview the imported listing with the Windows Media Player. 5. Select the district the listing applies to using the drop-down district box. 6. Select the language the listing applies to using the drop-down language box. 7. Enter a description and transcription of the listing. 8. Click Save. The imported listing will be added to the Inactive list, and can be activated anytime. Hint: If you are unable to hear the listing, but the Media Player is playing, try adjusting your system volume or the volume on your speakers. Because the engine requires a particular wav format, wavs recorded with Windows Sound Recorder may generate an error. The MUS Wav Recorder can be used to guarantee the correct format. Edit To change an aware listing, select a listing in the list. Click Edit. Edit & Re-record Using Imported Wav 2007 Milsoft Users Conference 7 IVR Administrator Training
  8. 8. 1. Select Change the Recording and choose Import to use an existing wav file. Click OK. 2. Enter the path and file name of the .wav file to use in the Import Aware Listing window (click Browse to find the file). 3. Click Import. 4. Preview the imported listing with the Windows Media Player. 5. If needed, update the district the listing applies to using the drop-down district box. 6. If needed, update the language the listing applies to using the drop-down language box. 7. If needed, update the description and/or transcription of the listing. 8. Click Save. Edit & Re-record Using Text-To-Speech 1. Check Change the Recording and choose Text-To-Speech. 2. Click OK. 3. Enter the Text to Convert to Speech in the New TTS Aware Listing window. 4. Select the Text-to-Speech language (if available) with which to record. 5. Click Convert. 6. Preview the TTS listing with the Windows Media Player. 7. If needed, update the district the listing applies to using the drop-down district box. 8. If needed, update the language the listing applies to using the drop-down language box. 9. If needed, update the description or transcription of the listing. 10. Click Save. Edit – No Re-record 1. Uncheck Change the Recording. 2. Click OK. 3. If needed, update the district the listing applies to using the drop-down district box. 4. If needed, update the language the listing applies to using the drop-down language box. 5. If needed, update the description and/or transcription of the listing. Recorder The MUS Wav Recorder allows the user to record wav files in the correct engine format using a microphone. It includes the ability to record multiple wav files and to trim extra silence for higher quality messages. Downloading the Recorder The MUS Wav Recorder can be downloaded from the Web IVR application. To download the Recorder, click Recorder. Internet Explorer will give you the option to Open or Save the file. Click Open to begin the installation. Note: The Recorder needs to be installed only once, however, installing it more than once will not harm a computer. Using the Recorder Once the Recorder has been installed, click the MUS Wav Recorder shortcut on the desktop to open the IVR Administrator Training 8 2007 Milsoft Users Conference
  9. 9. Recorder. Figure 9: MUS Wav Recorder Icon Recording a Wav To record a wav, click File | New. Figure 10: MUS Wav Recorder Click the red circle (Sound | Record or CTRL & F) to start recording. Click the blue square (Sound | Stop or CTRL & D) to stop recording. Playing a Wav To play back a wav, click the green arrow (Sound | Play or CTRL & G). The wav will play on the Windows Media Player, which allows you to rewind, fast forward, stop, play, and adjust volume. Hint: If you are unable to hear the wav, but the Media Player is playing, try adjusting your system volume or the volume on your speakers. Trimming a Wav To trim extra silence off of the wav, click Sound|Trim (or CTRL & T). Note: Trimming success depends on the level of background noise. Saving a Wav To save a wav, click File | Save. Specify a name for the wav, find the location for the wav, and click Save. Delete To permanently delete an aware listing, select a listing in the Inactive list or Active list. Click Delete. The listing will be removed from the list. Refresh To ensure the listings screen contains current information, click Refresh. Services 2007 Milsoft Users Conference 9 IVR Administrator Training
  10. 10. The Service tab displays red or green lights which indicate the status of the IVR’s services. A green light suggests a healthy status, while a red light indicates that the service is either stopped or experiencing difficulty. Figure 11: Services Refresh Rate The Service tab updates itself on a regular interval to display current information. The interval, or refresh rate, can be customized to optimize connection performance. Each button on the refresh rate bar is labeled by seconds. The current refresh rate is displayed in green, while the other available rates are displayed in blue. To change the refresh rate, click on the button that contains the desired refresh rate (in seconds). Refresh Rate Recommendations: • High-speed connection (DSL, LAN, etc.): 15 - 45 seconds • Low-speed connection (modem): 60 - 150 seconds Service Details To view more specific information regarding a service, click the service’s name. Below the service list, various properties will be displayed including Start Mode, Dependencies, and Path. Service Control Depending on the Web Server configuration, it may be possible to start and stop services using the Services tab. If the security allows this capability, click the green start button to start a stopped service, or click the red stop button to stop a started service. T1 Details IVR Administrator Training 10 2007 Milsoft Users Conference
  11. 11. The T1 Details screen allows the user to view the status of a system’s T1(s). To view the status details of the T1(s), click T1 Details. Figure 12: T1 Details T1 List Each T1 in the system is represented by one line in the list. The first column (“T1”) displays a number id for the T1. Columns 2+ will display an “X” if that error column applies to the T1’s current status. For more information on the definitions of the columns, see your T1 documentation. Refresh To ensure the T1 Details screen contains current information, click Refresh. Nuance Details The Nuance Details screen allows the user to view the status of each Nuance server and its services. To view the details of Nuance service status, click Nuance Details. Figure 13: Nuance Servers Each Nuance server name will be displayed with a red, yellow or green light, followed by a list of the Nuance services that are running on that server. Statuses A red light indicates that a server cannot be reached. A yellow light indicates that a server can be reached, but one or more of its services are not ready. A green light indicates that a server can be reached, and all of its services are ready. 2007 Milsoft Users Conference 11 IVR Administrator Training
  12. 12. IVR Settings A variety of IVR administration tools are available in Web IVR on the IVR Settings tab. To view or change these settings, click IVR Settings. PORCHE Reset (Important: Engine must be shut down during reset) Resetting the system resets call counters and starts record numbering back to 1. To reset the system, ensure that all records have been trashed, then shutdown the Engine. Finally, on the IVR Settings tab, click PORCHE Reset. Dial Control When placing outbound calls (PORCHE Callbacks or Notification calls), Engine2002 refers to the dial control for dialing information. All area codes and exchanges that the engine should dial must be set up in the dial control prior to calling. Area codes and exchanges NOT contained here will result in the “Undialable” status. Tip: To keep the engine from calling certain area codes and exchanges (to avoid long distance charges for example), remove the area code and exchange from the dial control. To view or change the dial control, click Dial Control on the IVR Settings tab. Figure 14: Dial Control Dial Types The default dial types for a system are Local and LongDistance, but additional types may exist. When dialing, the engine matches the telephone number to be dialed with the area code and exchange in the dial table, then this information is mapped to specific dial instructions (for example, dial a 7-digit number for Local vs. a 10-digit number for LongDistance). To open the dial control for a type, select the type from the Dial Type drop-down list. That type’s area codes will then be loaded in the Area Code list. Area Code List The area code list is displayed per selected dial type. One area code is flagged as Local. The selected area code’s exchanges are displayed at the right in the exchange list. Click a row in the area code list to select that area code. IVR Administrator Training 12 2007 Milsoft Users Conference
  13. 13. Setting Local Area Code The Local setting is used a few different ways by the system and must be specified for the engine to run. Mark the area code that is local to the IVR by clicking that area code’s radio button in the Local column. Add Area Code To add an area code to the selected dial type, enter the 3-digit area code into the text box to the left of Add Area Code. Click Add Area Code. Next, add the exchanges for that type and area code. Replace Selected Area Code Occasionally, the phone company has to reallocate area codes in a territory. Rather than removing an area code and rebuilding the list, select the old area code. Then enter the new area code in the text box next to Replace Selected Area Code, and click Replace Selected Area Code. This will assign all of the exchanges from the old area code to the new area code. Remove Selected Area Code To remove an area code from the selected type, select the area code in the list, and click Remove Selected Area Code. Exchange List The exchange list is displayed per selected dial type and area code. Click a row in the exchange list to select that exchange. Add Exchange To add an exchange to the selected dial type and area code, enter the 3-digit exchange into the text box to the left of Add Exchange. Click Add Exchange. Import Exchanges From File Often, it is faster to type the list of exchanges into Notepad or a similar program and then import the list at once. To create such a list, enter a single 3-digit extension per line, and save the file as a text file. To import exchanges to the selected dial type and area code from a text file, 1. Click Import Exchanges from File. 2. Enter the path and file name of the text file to use in the Import Exchanges window (click Browse to find the file). 3. Click Import. Add All Exchanges Sometimes, if an area code has many exchanges, it is easiest to add all possible exchanges and then delete the few that don’t belong. To add all exchanges to the selected dial type and area code, click Add All Exchanges. Add Unused Exchanges Typically an area code spans multiple dial types – the local area code will have some Local exchanges and some LongDistance exchanges. For these types of area codes, build the smaller list (set up the 10 local exchanges), and then select the other dial type and click Add Unused Exchanges. This tool will add exchanges to the selected area code and dial type, but only those exchanges that do not already exist for that area code under a different dial type. Remove Selected Exchange To remove an exchange from the selected dial type and area code, select the exchange in the list, and click Remove Selected Exchange. 2007 Milsoft Users Conference 13 IVR Administrator Training
  14. 14. Icons Icons are used to graphically represent certain data columns in PORCHE OCM and Web IVR. Outage problem codes, customer account types and engine modes can be assigned to custom icons. Before an icon can be assigned to these values, the icon must exist in the IVR’s icon list. To maintain the IVR’s icon list, or to assign those icons to Problems, Account Types, or Engine Modes, click Icons on the IVR Settings tab. Figure 15: Icons Lists Inside the Icons tool, there are four lists: Icons, Account Types, Engine Modes, and Problems. To select a list, click the radio button to the left of that list name. Once selected, the list is loaded in the middle of the screen. Select a list item by clicking that item’s description in the list. Applicable tools (Add, Delete, Assign, etc.) will then appear to the right. Note: On multi-utility systems, the Icons list applies to all utilities, while the Account Types, Engine Modes, and Problems lists are unique per utility. Add Icon To add an icon to the IVR’s icon list, 1. Click the Icons radio button at the left. 2. Enter the path and file name of the icon to add (click Browse to find the file). 3. Click Save to upload the file. 4. Enter a name for the icon. 5. Click Save. Delete Icon To remove an icon from the IVR’s icon list, click the Icons radio button at the left. 1. Select the icon to be deleted. 2. Click Delete Selected Icon. IVR Administrator Training 14 2007 Milsoft Users Conference
  15. 15. Note: Any Account Types, Engine Modes, or Problems that are assigned to that icon will automatically be reassigned to [None]. Assign Icon To assign an icon to an Account Type, Engine Mode, or Problem, click the radio button for that list at the left, then: 1. Select the item to which the icon will be assigned. 2. Select the icon’s name (or [None] for no icon) from the drop-down list. 3. Click Save. Shared Files Files that are needed by multiple utility personnel can be shared via Web IVR. These files are stored on the web server and can be downloaded as needed. To manage the files that are shared via Web IVR, click Shared Files on the IVR Settings tab. Figure 16: Shared Files Add a Shared File To add a shared file, enter the path and file name of the file to be shared (click Browse to find the file). Then click Save. Remove a Shared File To remove a shared file, click the Delete button next to that file’s name in the Currently Shared Files list. Utility Passwords On a multi-utility system, administrators may password-protect an entire utility. Doing so requires all users to enter the utility password when entering PORCHE OCM, Telelink Suite, or Web CSI. This ensures that only utility personnel will have access to the profile list for that utility. This protection is recommended when an administrator cannot ensure password protection per profile. To enable, disable, or configure utility password protection, click Utility Passwords on the IVR Settings tab. To enable the protection: 2007 Milsoft Users Conference 15 IVR Administrator Training
  16. 16. 1. Check Enable Protection. 2. Enter and confirm passwords for all utilities. 3. Click Save. To disable the protection: 1. Uncheck Enable Protection. 2. Click Save. Note: All passwords will be reset upon saving. To change a utility’s password: 1. Edit and confirm the password for that utility. 2. Click Save. Web CSI Settings Where Web CSI is installed, several settings can be administered from the Web IVR. These settings apply to all Web CSI users. To save changes to the settings listed below, click Save. Figure 17: Web CSI Settings Search Settings There are three searches available in Web CSI: Customer, History, and Record. These searches may be disabled to restrict use or avoid confusion among users. To disable a search, check Disable ** Search. When users log in to Web CSI, a default search is set up. This search can be configured here, and should represent the search most often used by CSRs. If for example, CSRs typically use Web CSI to handle calls manually, and usually identify the caller’s account by their phone number, the default search would be set up to Find Customers Whose Telephone Begins With… This will save your CSRs time and confusion. Or, if your CSRs use Web CSI to listen to PORCHE messages, try setting up a Record search. To configure the default search, select the search type (Customer, Record, History), and then next select IVR Administrator Training 16 2007 Milsoft Users Conference
  17. 17. the search field (Last Name, Telephone, etc.) Finally make the search comparison (Begins With, Ends With, Contains, etc.) Search results are divided into pages to make searches faster and more manageable. The number of rows per page can be customized to fit resolution and monitor requirements. The default is 18 rows per page which tends to fit 1024x768 resolutions well. Data Access Settings To restrict access or avoid confusion, data access can be disabled. If, for example, Customer Information is disabled, when a customer search result is selected, the Customer Information screen will be bypassed and the user will go directly to the Create Record screen. Or, if Customer Information Editing is disabled, the user will see the Customer Information, but not be allowed to edit it. To disable data access for a category, check Disable… Login Settings Some utilities wish to have their CSRs log in as a single profile. When this is the case, Automatic Login can be enabled to save the CSR from choosing the profile and entering the password. To enable Automatic Login, check Automatic Login and select the profile that should be used. When records are created using Web CSI, the IP Address of the client is stored in the Posting Machine column of that record. If however, a utility uses DHCP, an IP Address may not be as useful as the profile name. To log profile name instead of IP Address, check Log Profile Name. CSR Guide Script A CSR Guide Script can be displayed at the left side of the Web CSI screen. This script can be customized to include any information that should be conveyed to CSRs. Typically, this is used to provide a script that can be used to guide the CSR through a typical call, but it can also be used to provide instructions or assignments. When enabled, the script can be shown or hidden using the Script link at the top of the main Web CSI screen. Or, if desired, the script can be disabled here, which will hide the Script link. • To enable the script and have it visible when CSRs login, select Default: Visible. • To enable the script but have it hidden until the CSRs click Script, select Default: Hidden. • To disable the script entirely, and hide the Script link, select Disable CSR Guide Script. • To change the script’s content, open MilsoftIVRWebCSICSRScript.txt on the web server (using Notepad or similar application) . The first line is used as the heading. Each line thereafter will become one row in the table. Also, an empty line will make a thicker border between lines of text. Or, you may use a custom html file of your own by saving it as MilsoftIVRWebCSICSRScript.htm on the web server. Tip: With Microsoft Word, you can create a document and the click File| Save As. Choose Save as Type: | Web Page [*.htm; *.html] and save the file to the web server at MilsoftIVRWebCSICSRScript.htm. Cut-Off Account List On some systems, a cut-off account list is used for comparison when a customer reports an outage. If used*, this list can be managed using the Cut-Off Account List on the IVR Settings tab. Account numbers can be added one at a time or imported from a data file. Accounts can also be viewed, printed, and deleted using this tool. *Note: For the IVR to use the Cut-off Account List, custom engine scripting is required. For more information, contact your IVR technical representative. 2007 Milsoft Users Conference 17 IVR Administrator Training
  18. 18. Figure 18: Cut-Off Account List Add Account To add a single account to the list, enter the account number in the text box provided, and click Add. Import List from Fixed Length File To import account numbers from a fixed length data file: 1. Click Import List from Fixed Length File. 2. Enter the path of the data file to be imported (click Browse to find the file.) 3. Click Import. 4. Enter the position of the first digit of the account number. For example, when viewing the data file if the start of the account number is the 5th character in the line, enter 5. 5. Next, enter the width of the account number column. For example, if the account number includes 10 characters, enter 10. 6. Click Import. Import List from Delimited File To import account numbers from a delimited data file: 1. Click Import List from Delimited File. 2. Enter the path of the data file to be imported (click Browse to find the file). 3. Click Import. 4. Type the character used to separate the columns. For example, when viewing the data file if a comma appears after each column, press the comma key. 5. Next, enter the position of the account number column. For example, if the account number is the second value in each line, enter 2. 6. Click Import. Manage Cut-off Account List To view or delete accounts, click Manage Cut-off Account List. To delete accounts, check any accounts that should be removed, and click Remove. To delete all accounts from the list, click Check All and then click Remove. View/Print Cut-off Account List To view a printable list, click View/Print Cut-off Account List. To print the list, click Print. IVR Administrator Training 18 2007 Milsoft Users Conference
  19. 19. Advanced Settings Miscellaneous IVR Settings are accessible by clicking Advanced Settings on the IVR Settings tab. The settings are grouped as Outage Settings which affect PORCHE Outage IVR systems, Telelink Settings which affect Telelink Suite systems, and Shared Settings which affect both types of systems. Figure 19: Advanced Settings Outage Settings Interface Utilities using an outage interface (such as Milsoft’s DisSpatch) may occasionally need to change the IP Address that is used by the IVR to communicate with the outage software. To change the IP Address, click Edit. Enter the correct IP Addresses and Ports where applicable. Click Save. Note: This setting MUST be accurate for the outage interface to function properly. PORCHE Callbacks When the IVR places outage callbacks, it uses three settings. The IVR will try a certain number of times to reach a customer before marking the record with a MAX DIAL status. This is the Maximum Attempts, which defaults to 10 tries. After each attempt, the IVR will wait at least a certain number of minutes before trying that call again. This is the Minimum Time Between Attempts, which defaults to three minutes. Finally, a rotary callback block can be enabled which will keep the IVR from calling customers who were detected as having rotary phones. When enabled, if a user marks a rotary record for callback, the record is immediately set to the UNDIALABLE status. To change the IVR’s callback settings: 1. Click Edit. 2. Adjust the Maximum Attempts, Minimum Time Between Attempts, and Rotary Callback Block. 3. Click Save. 2007 Milsoft Users Conference 19 IVR Administrator Training
  20. 20. Device Identification For utilities using Device Identification in the PORCHE OCM, large outages are often handled through Device ID, while small outages may be handled from the main screen only. When outages are handled from the main screen, the Device ID screen needs to be cleaned out, resetting devices affected. This can be done automatically by PORCHE OCM when the Auto-Reset Devices When Records Are Trashed option is enabled. To enable or disable this feature, click Edit. To allow PORCHE OCM to reset the devices automatically, check Auto-Reset. To require the user to reset the devices manually, uncheck Auto-Reset. To finish click Save. Shared Settings When a telephone search is done, up to three fields can be searched for matches comparing CallerID or caller input. Often, the alternate telephones store numbers that should not be used for comparison. For example, if work telephones are stored in Cust_Altphone2, outage locations may be confused – creating a record for the work place rather than the residence. To instruct the IVR on which telephone fields to compare, click Edit. Check the fields that can be searched, and uncheck the fields that should not be used. Click Save. Telelink Settings Grid Applications are the IVR applications that are available for call tracking in the Telelink Suite grid. Applications that are checked will appear in the Application Filter. To add or remove an application from the Application Filter and Telelink Suite grid, click Edit. Check applications that should be available, and uncheck applications that should not be available. Click Save. Give Default Profile Access to Profile Administrator Because it is possible to remove Profile Administrator access from each profile, this tool provides a way to restore profile administrator access in the event that ALL profiles are mistakenly locked out. To grant profile administrator access for the selected utility’s default profile, click Give Default Profile Access to Profile Administrator. Once access has been restored, restart PORCHE OCM or Telelink Suite to see the change. User Options The User Options screen allows the user to manage logins and permissions for the Web IVR. To manage the Web IVR users, click User Options. Figure 20: User Options The Master User The Master User is generated upon installation, and has full access to all features. The Master User’s name and password can be changed, but the permissions cannot. IVR Administrator Training 20 2007 Milsoft Users Conference
  21. 21. Permission A user may have View Only or No Access to Lines Statuses, T1 Details, and Nuance Details. A user may have View & Change or No Access to Engine Modes, Aware Listings, and User Options. If a user has No Access, the corresponding button on the Main Screen will be hidden. Adding a User To add a user, click Add on the User Options screen. On the User Details Screen: 1. Enter a name and a password for the new user. 2. Select a single utility for the user, or select Administrator to give them access to all utilities on the system. 3. Select the user’s permissions. 4. Click Save. Editing a User’s Settings To edit a user, select (by clicking) a user in the list on the User Options screen. Click Edit. Figure 21: User Settings On the User Details Screen: 1. Enter a name and a password for the new user. 2. Select a single utility for the user, or select Administrator access to all utilities on the system. 3. Select the user’s permissions. 4. Click Save. Deleting a User To permanently delete a user, select (by clicking) a user in the list on the User Options screen. Click Delete. The user will be removed from the list. 2007 Milsoft Users Conference 21 IVR Administrator Training
  22. 22. Internet Explorer Settings The Web IVR requires Internet Explorer 6.0 or higher, and uses pop-up windows and cookies. Pop-Up Blockers While pop-up blockers can be helpful for unwanted ads, they are harmful to legitimate web applications. Avoid these when using the Web IVR. To shut off pop-up windows (without harming the Web IVR): In Internet Explorer: 1. Click Tools| Internet Options. 2. Click on the Security tab. 3. Click Local Intranet. 4. Click Default Level which is “Medium – Low”. 5. Click Internet. 6. Click Custom Level. Under Miscellaneous, configure Launching programs or files in an IFRAME. Change this to “disable” if you do not want pop-ups, or change it to “prompt” if you would like Internet Explorer to ask you before it pops them. Cookies While the Web IVR uses cookies, its cookies will not harm your machine. Internet Explorer 6 allows the user to block all cookies (which does not affect web applications on the local network). Web IVR users may set their cookie privacy at any level without harming the Web IVR. Sound Effects Internet Explorer uses Windows sound effects, which by default, causes a “click” sound to play when a web page is refreshed. To eliminate the “click” sound on refresh, click the Start button. 1. Click Settings | Control Panel | Sounds and Multimedia. 2. In the Sound Events window, scroll down to Windows Explorer. 3. Select Start Navigation. 4. Select None in the Name drop-down list. 5. Click OK. IVR Administrator Training 22 2007 Milsoft Users Conference

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