Genesys Outbound Contact

Selling Points Software dialer fully integrated to the Genesys Framework

Genesys Framework offers the ability to tightly integrate to existing
contact center infrastructure (PBX, OS, databases, custom desktops, etc).
Genesys Outbound Contact/Voice leverages SIP and PBX call classifiers
boards when applicable. The benefits are:

- Single point of configuration and management

- Single state model for blending inbound and outbound
calls
- Unlimited scalability (only hardware limitation)
- Unified reporting across blended agents
Features and Functionality include:
Outbound IP
Outbound-VoIP environment–Enables automated outbound dialing for all
applications in an IP architecture. This feature leverages the capabilities
of SIP Server, Genesys Voice Platform (GVP) Media Server, and
Resource Manager, in addition to Outbound Contact Server.
Customer Interfaces: Administrator
Genesys Administrator provides the capability to provision, monitor, and
deploy Outbound Contact 8.x and other Genesys solutions. Genesys
Administrator also includes the ability to manage all related campaigns
activities.

Customer Focused Dialing

Outbound treatment allow for customer-focused dialing. Using built-ni
functionality provides for flexibility in the methods of contacting
customers. For additional capability, you can utilize SCXML-based
treatments.

HTTP Support
OCS supports communication between OCS and OCS clients, such as
GVP by using HTTP requests/responses
Strong blending capabilities
Any time point solutions are pieced together (vs. an integrated suite);
challenges will arise when the agent’s activities cross those solutions.
Many of Genesys Outbound customers are taking advantage of the
resource optimization found with blended agents. For example, when
inbound call volume is unacceptably high and service levels aren’t being
met, outbound agents can be temporarily routed inbound calls until the
Service Levels improve. This can be automated by defining thresholds in
Interaction Routing Designer; inbound calls will automatically be routed
to the blended agents. Thanks to our Universal Queue technology,
Genesys has a single state model that can be used for both inbound and
outbound calls to determine how to prioritize calls in a blended
environment. Genesys Outbound supports blending in all dialing modes.

Superior multi-site campaign management

Outbound Contact/Voice can execute a campaign in a virtual contact
center environment. For example, campaigns can be executed from one
central site, while calls are dispersed to the best agent regardless of the
location. Therefore only one list is needed and the hardware doesn’t have
to be duplicated at each of the remote sites. Statuses are updated
automatically and centrally and reporting is provided across the virtual
contact center. The supervisor gets a consolidated view of the campaign
status regardless of where the agents reside. The hardware dialer
competitors support multi-site capability, but the implementation is more
cumbersome (additional hardware boxes on each site) and costly for the
customer. To our knowledge, the lists need to be manually split up
between sites and additional hardware is needed at each of the sites.

Agents used in multiple campaigns

Agent Assignment in Multiple Campaigns enables agents to be assigned
to multiple campaigns, which increases efficiency by leveraging agents
with their associated skills.
Scenario Summary This script goes through the process for starting solutions and
applications necessary for the Outbound contact demonstrations. It also
provides a sample demonstration scenario.

Demo Flow

How to Read the Demo Main actions are on the Left, Talking Points and special instructions are
on the Right.

SPECIAL NOTE:
1) The following script is a series of high-level instructions on how to execute the demo. It is
provided only as a general overview. For detailed instructions, including product highlights
and features as well as enhanced technical information please refer to the corresponding
Demo Movie.
2) This script assumes that the configuration and Management Services have been started

Steps
Log in to operating system on your The demo image uses a standard username and password.
demonstration computer. Username: administrator
Password: genesys
Configuration and Mgmt. Services The configuration and management services are started
automatically. A restart script is provided in each demo folder.
Open Genesys Outbound Demo folder This can be found by clicking on the Demo Support link (star
on Desktop. icon) on the desktop or in the quick launch toolbar.
Start Genesys Administrator This interface is used to configure the components required to
create campaigns, calling lists, and other components of an
outbound solution. It is also where campaigns can be loaded and
started.
login: demo / (no password)
Select the default tenant and default contact server
Start the Outbound Contact Solution Genesys Administrator->Provisioning tab->Environment-
>Solutions->Outbound_Contact. Right-click on the
Outbound_Contact solution and choose 'Start Solutions'
Start the Epiphone The Epiphone application acts as a simulated SIP endpoint. It
works by generating an RTP stream which is then analyzed - by
 Genesys Media Server in this demo environment - to return a
CPA result (i.e. FAX, answering machine, etc.) All of the
outbound calls are made to and received by the endpoint.
Start Agent Sippola WDE Application This will start WDE as well as an associated SIP endpoint to
create a self contained SIP enabled agent. The WDE desktop
will be used to handle calls.
Start CCPulse CCPulse or Pulse can be used to view real-time information
Or for Pulse Log on Gax with user: about agents and campaigns, showing both interaction as well as
“outbound” (no password) business data. Note that Genesys Administrator GUI also has
some monitoring capabilities for Outbound.
Calling Lists Reset Reset Calling List scripts
Reset scripts have been provided for each Calling List. This puts
each record in a ready state. This is ideal when you want to
show all records being dialed and this should be done before
each demo.

If you want to show only a single specific record in a calling list

from start to finish, you will have to manually modify the calling
list(s) (Set the record you want to General/Ready, and all others
to Updated).
Campaigns There are 4 campaigns that we will be discussing and
demonstrating. One campaign (Portfolio Review) is simulator-
based and shows calling a large number of records (500) and
records the different call results in the calling lists, aggregated
interaction and business data in Pulse and CCPulse, and allows
the ability to show inbound/outbound blended scenarios.

The other three campaigns (Collections, Customer Care,

Warranty Expiration) show individual interactions flowing
through outbound to WDE in different dialing modes
(Progressive/Predictive, Preview, and Push Preview).

A campaign running in Predictive mode can be changed to

Progressive mode without stopping the campaign. Switching to
 Preview mode requires stopping and unloading the campaign.
Portfolio Review Campaign In Administrator / Operations / Outbound Contact, select
‘Dialing Sessions’. Select the Campaign ID: Outbound Contact
– Portfolio Review Campaign.

Load and then Start the Campaign.

You should see calls arriving in the simulator (EpiPhone) and

subsequently landing on agents logged into EpiPhone (7030-
7039). Approximately 50 records will be processed.

In CCPulse and Pulse, you can view the call results. You will
see a range of results including Answered, Abandoned,
Answering Machine, Fax, Busy, SIT Invalid Number, etc.

Also in CCPulse and Pulse you will see business data results of
each call. This campaign simulates calling customers and
asking if they want to do a portfolio review. Customers can
either say they want a review at a branch, over the phone,
maybe later, or that they ar not interested. Each of these results
are represented in graphs or KPI widgets within CCPulse and
Pulse, along with the portfolio value of such customers.

In the calling list results in Administrator, you will see the

different call results. You’ll also see the effect of treatments on
results such as No Answer and Busy . Over time, you’ll see that
these records have increasing call attempts. The treatments are
responsible for this. You can review treatments that are
associated with the calling list at this time.

Also in Administrator, under Monitoring / Outbound Contact,

you can connect to the stat server and see certain campaign
statistics and progress. Administrator can be locked down so
that certain users can only access certain areas (for examples, an
 Outbound Team lead can start/stop campaigns, but not create
them … or another user can only see monitoring results of
campaigns).

Outbound Collections Campaign The Collections Campaign is configured in Predictive dialing

mode. Predictive dialing mode predicts agent availability when
it dials calls from a calling list. Predictive mode is recommended
for high-volume, low-value campaigns. Note that there are
different algorithms available depending on the size of your
contact center – see the documentation for more details.

The following is a typical data flow scenario for Predictive

mode or Progressive mode:
1. When an outbound dialing session for the Campaign Group is
started, OCS requests that a call is made. The request flows
through SIP Server to Media Server which makes the call,
determines call progress results and provides those results back
to OCS.
2. If the call is answered by a “live” voice, it is connected to an
agent. User data attached to the call is delivered to the agent’s
desktop.
3. The agent updates the user data and the call result if necessary
and marks the call ‘Done’. The agent can also reschedule the
call for a later time as a personal or campaign callback.

Load and start the Collections campaign In Administrator / Operations / Outbound Contact, select
‘Dialing Sessions’. Select the Campaign ID: Outbound Contact
– Collections Campaign.

Load and then Start the Campaign.

Make the agent ready

 A call should arrive shortly as a ‘toast’ notification. The data in
this notification is configurable so you should see some custom
data associated with the specific record.

Accept the call. The agent will see information about the
customer - Name, Address, Phone Number, etc. A contact
record has been created for each caller, so a corresponding
record should be shown in the Contact browser and history.

At this point the agent can process/complete the call or

reschedule depending on the nature of the call. Note that the
agent also has the ability to add the customer to the Do Not Call
(DNC) list.

Once the interaction is ready to be closed, change the call result

to Answer before disconnecting and marking the interaction
done. If this is not done the call result will show up as 'OK' in
the calling list.

The agent will be placed in a Not Ready state after each call. Go
‘ready’ to receive the next interaction.

As the campaign is running, be sure to go to the calling list to

see the updated results. Note that treatments have been to some
records so, for example, Answering machine results in the
calling list are automatically dropped.

Once the campaign has completed (or at any point during the
campaign) you may stop and unload the campaign or reset the
calling list (or specific records) and run it again.

Outbound Customer Satisfaction The Outbound Contact - Customer Satisfaction campaign is a

campaign preview campaign. In Preview dialing mode, an agent requests
a record from OCS, previews each record, and decides whether
 to dial a call. The agent interacts with the records by using the
desktop application (WDE) that communicates with OCS. The
OCS-desktop communication protocol enables the desktop
application to perform the following tasks:

• Request and receive a record for preview.

• Update certain record fields.
• Schedule campaign or personal callbacks.
• Receive a scheduled record as an unsolicited event from
Outbound Contact.
• Reject, cancel, or mark a record as Do Not Call.

As before, run the reset script for this particular campaign before
showing a demonstration.
Load and Start the Outbound Customer Stop any previously running campaigns.
Satisfaction campaign from Genesys
Administrator In Administrator / Operations / Outbound Contact, select
‘Dialing Sessions’. Select the Campaign ID: Outbound Contact
– Customer Satisfaction Campaign.

Load and then Start the Campaign.

A notification should appear in WDE indicating this campaign

has been loaded and started

In the initial agent notification about the preview campaign, you

will see a ‘Get Record’ option. If this notification disappears,
you can go into the ‘Workspace’ drop down tab, select ‘My
Campaigns’ tab, right click on the listed campaign and select
‘Get Record’.

Once the record appears on screen, you can Dial the call or
Decline the Call (‘Call this contact later’ results in record being
returned to calling list, ‘Do not call this contact for this
 campaign’ results in a ‘Cancel Record’ call result.

After you dial the call, you will get a live call, an answering
machine, fax, busy, etc. Be sure to classify the call under
‘disposition’ tab before marking the record as done.

Note that once you complete a record, WDE is currently

configured to automatically get the next record.

When you are finished, stop and unload the campaign.

Warranty Expiration Campaign This campaign runs in Push Preview mode. This dialing mode
uses Interaction Server to “push” records to agents. This differs
from regular Preview mode in that the record is pushed to the
agent rather than selected by the agent manually. Also, the
communication between the agent desktop and OCS is through
Interaction Server (versus a regular queue) in this scenario.

Run the reset script for this campaign.

Make sure the agent Sippola is logged in and ready.

Load and start the campaign Stop any previously running campaigns.

Load and start the campaign as described previously.

An interaction will be pushed (without agent interaction) to the

agent if the agent is in a ready state.

The interractions will appear as ‘toasts’ that the agent can accept
or reject. If accepted, the processing continues much as in the
previous preview campaign.

When finished with the campaign, stop and unload the

campaign.
Outbound Contact and HTTP Server OCS now supports communication with OCS clients, such as
GVP using HTTP requests/responses. This enables an HTTP
client to send requests to update records over the HTTP
protocol. At startup, OCS checks to see if an HTTP port is
configured. If so, it automatically starts the HTTP Proxy.
Sample HTTP request A sample campaign has been created to show a simple example
of how a record can be created and fields in a calling list can be
updated via HTTP.

To show this, the “Sample Campaign” must be loaded (starting

the campaign is optional) using Genesys Administrator
(‘Operations’ tab ->Dialing Sessions->Select Sample Campaign
from drop-down->Connect to Outbound Contact Server->’Load’
icon)

Next, open Internet Explorer. In the ‘Links’ bar, click on the

OCS folder and select the ‘OCS HTTP Samples’ link.
The example shows the creation of a record and (once the record
has been created) the ability to mark the record as Do Not Call
(no call). with the check box checked.
A viewing filter selects records in a calling list for display in
Genesys Administrator. One use of viewing filters is to display
records in a certain order, for example, in alphabetical order by
city. Another use of viewing filters is to select customers by
specific criteria that you define, for example, all records with a
‘No Answer’ call_result value. Select a Calling List and click on
the browse button to the right of the viewing filter box to
configure a Viewing filter.

Generic Talking Points:

Treatments Standard Treatments

Click on the Treatments folder (Provisioning->Outbound

Contact->Treatments in Genesys Administrator A Treatment
 object tells Outbound Contact Server how to respond to a
particular call result. For example, if the first dialing attempt has
a Busy call result, a treatment can tell OCS to redial the same
telephone number once after 10 minutes, then two more times at
periodic intervals after that.

If this is the only treatment set up for the Busy call result, OCS
redials three times before dropping the call unless another call
result is received or the number of maximum dialing attempts is
reached. Treatments can apply to single records in the call list as
well as chained records, for example in cases where a customer
has a home phone, mobile phone, and a work phone in his or her
profile. OCS can attempt to call the customer at the first number
in the chain and then, based on the result, redial or dial the next
number in the chain.
.
Outbound implementation in Genesys Open the Provisioning tab to see Outbound_Contact in the list of
Administrator Solutions. Double-click to see the components of the solution.
This tab is also where Campaigns, Calling Lists, Formats,
Fields, Table Access, Treatments and Filters are defined and
configured.

Next, click on the Operations tab. This is where Campaigns can

be loaded and started and Calling Lists can be viewed and
modified.

Give an overview of where Campaigns, Groups, Calling Lists,

and other Outbound configuration are located as you explore
them in the folder hierarchy.
How to configure an Outbound Genesys Administrator is used to create and configure all of the
Campaign components need to create campaigns. Open Genesys
Administrator

Genesys recommends the following sequence when creating a

 new campaign:

1. Fields. Create user-defined fields (if necessary) before you

create the Format object that will contain them.
2. Format. Create a Format before you create the Table Access
Point object to which it will be applied.
3. Table Access Point. Create the Table Access Point before
your create the Calling List object to which it will be applied.
4. Filters.
5. Treatments.
6. Calling Lists.
7. Campaigns.
8. Campaign Groups.

Each of these items will be covered briefly in the demo movie. .

See the 8.0 Genesys Outbound Deployment Guide for specific
details.
Look at configuration of Customer  Explain some of the different columns and the values
Satisfaction calling list chained records contained in them by going to the Customer_Care
and the different fields. calling list in Genesys Administrator (Operations-
>Calling Lists)
 Talk about chaining, configuring a Calling List in
Genesys Administrator and how to make modifications.
 Look at campaign scheduling
Do Not Call List A list of customers who request not to be called is known as a
Do Not Call (DNC) list. The DNC data in a Do Not Call list file
includes the customer's telephone number or a customer ID.

The Do Not Call function prevents a particular telephone

number or customer ID from being dialed. Record-blocking can
occur in Outbound Contact either by customer request or by a
decision on the part of a contact center manager.

A Do Not Call request can be handled during an outbound call

or an inbound call. By having the agent click Do Not Call for an
interaction, a record is created in a DNC database. This database
is read at the time of OCS startup. The DNC table is found in the
genesys_outbound database.

While it is not discussed in detail in the demo scenarios, the

DNC functionality is part of the configuration and can be
demonstrated.

Chapter 9 of the Outbound Deployment Guide features step by

step instructions on deploying Do Not Call functionality.